Terms of service

Last changed 28 September 2026.

These are the terms an order at hoopready.app runs on. They say the same thing as the service page, in one place.

The service

You send artwork; we make machine embroidery files from it. The free check measures your artwork before you pay and creates no order. After payment we prepare the artwork for thread and show you a preview to approve; an engine drafts the stitch file with our own rule set and a person checks every file before it is delivered. Premium and Enterprise designs are digitized by hand. Prices and what each package includes are on the pricing section and are shown again before you pay.

Payment

Payment is taken by Polar, which acts as merchant of record: it sells the order to you, the charge and receipt are Polar's, and it handles sales tax and VAT. Polar's own buyer terms apply to the payment. An order starts when the payment is confirmed; an unpaid order is removed after 7 days.

Your artwork

The artwork stays yours. By sending it you confirm you have the right to have it made into embroidery — we do not check whether a logo belongs to somebody else, so that promise has to be yours. We may decline an order we cannot make; a declined paid order is refunded in full.

What you own

The stitch files we deliver are yours from the moment the order is paid: use them on as many garments as you like, on any machine, and sell what you stitch. There is no licence fee and no royalty. We keep a copy of the artwork and the files only to deliver them again and to fix our own mistakes, and we never publish or show your design.

The preview, and silence

If the prepared-art preview is waiting on you, we send one reminder after two days, and after three days the order continues as approved. That costs you no change round.

Delivery

Delivery takes one to three business days and most orders are delivered the same day. The estimate for your order is shown when you order; it is an estimate, not a deadline.

Change rounds

A change round covers size, placement, thread colour and small shape fixes, for 30 days after delivery: Basic 1 · Standard 2 · Premium 5 · Enterprise unlimited. Asking for a different preview after payment uses a round. Anything that is our mistake is fixed free and uses no round.

Refunds

If we cannot produce a usable file at all, we refund in full; otherwise there are no refunds once an order is paid. The details are on the refund policy.

What we do not promise

Every file is checked on a stitch simulation, not sewn. How a design sews also depends on the machine, the fabric, the stabilizer, the thread and the tension, none of which we can see, so we cannot promise a particular result on your machine. If a delivered file does not sew as it should, tell us: fixing our own mistakes costs you nothing.

Our responsibility for an order is limited to the amount you paid for it.

Contact

orders@hoopready.app. Replies to any order e-mail reach the same inbox.