Cancellation and Refund Policy

We understand that circumstances can change, and you may need to cancel your Pinewheel subscription. This Cancellation and Refund Policy explains how cancellations work and where refunds may or may not be applicable for our software-as-a-service (SaaS) platform. Please read this policy carefully so you know what to expect when managing your subscription.

Cancellation of Subscription

How to Cancel: You can cancel your Pinewheel subscription at any time. Cancellations can be done through your account settings on our website or by contacting our support team (via email at contact@pinewheel.ai). We will process cancellation requests as promptly as possible. Once your cancellation is processed, we will send you a confirmation email for your records.

Effect of Cancellation: When you cancel, your subscription will not renew at the next billing cycle. You will continue to have access to all paid features of the Pinewheel platform until the end of your current billing period (whether that is the remainder of the month, quarter, or year, depending on your subscription plan). After the current paid term ends, your account will be downgraded to a free tier account. No new charges will be made after effective cancellation, provided your cancellation request was received before the next renewal date.

Advance Notice: To avoid being charged for the next billing cycle, we recommend submitting your cancellation request at least a few days before your auto-renewal date. (For example, if your subscription is set to renew on the 1st of each month, cancel before that date to ensure you are not charged for the new period.) If you cancel on or after a renewal date when a charge has already been processed, that cancellation will take effect for the following billing period.

No Cancellation Fees: Pinewheel does not charge any separate cancellation fees. Canceling your account will simply stop future billing and service renewal. You will not be penalized for choosing to cancel your subscription, and you are welcome to resubscribe at any time in the future.

Data upon Cancellation: If you cancel your subscription, you may lose access to certain data or features associated with paid plans once the current billing cycle ends. We recommend that before cancelling, you export or save any reports, results, or data you may need from your account. Pinewheel may retain certain user information as required by law or as outlined in our Privacy Policy, but your active access to the platform’s advanced tools and data will cease after your subscription term expires.

Refund Policy

General No-Refund Policy: In line with common SaaS industry practices, Pinewheel follows a “no-refund” policy for subscription fees. This means that we do not offer refunds or credits for any partial-use periods of the service or for unused time in your subscription term once payment has been made. For example, if you purchase a monthly subscription and decide to stop using the service mid-month, you will not receive a refund for the remaining days of that month. Instead, you will retain access until the period expires and the subscription will then terminate without renewal. We believe this policy is fair given the nature of our digital service (once delivered, it cannot be “returned”), and it is standard for many subscription services that simply stop future billing after cancellation rather than providing mid-term refunds.

Exceptions – Billing Errors: While we maintain a strict no-refund policy for voluntary cancellation, Pinewheel will of course correct mistakes on our end. If you believe you have been billed in error – for instance, you were double-charged in a single billing cycle, or you were charged even after you properly canceled – please contact us immediately at contact@pinewheel.ai with details of the issue. We will investigate any reported billing errors, and if we confirm an erroneous charge was made, we will refund the incorrect charge in full.

• You were charged twice for the same subscription period.
• You canceled your subscription and have confirmation, but still received a charge for a subsequent period.
• We charged you an incorrect amount (e.g., higher than the advertised price or an out-of-date price).

Verified billing errors will be corrected by issuing a refund to the original payment method. Please note that it may take several business days for the refunded amount to appear in your account, depending on your bank or credit card processor.

Chargebacks: If you dispute a charge directly with your bank or credit card (initiating a chargeback) without first contacting us, we reserve the right to suspend your account during the dispute process. It’s often faster and more effective to work with us on any billing issues. We are committed to honest and fair billing practices and will work with you to resolve any problems.

Trial Periods or Special Guarantees: If Pinewheel ever offers a free trial or a special satisfaction guarantee for new users (for example, a “30-day money-back guarantee”), the terms of that offer will be specified separately. Unless such an offer is explicitly made on our website or in a promotion, assume that our standard policy of no refunds applies. Currently, Pinewheel does not offer a money-back guarantee – we instead provide the service on a monthly basis so you are not locked into a long-term commitment, and you can cancel future months at any time.

Upgrade/Downgrade and Prorated Changes: If you upgrade your subscription plan (e.g., move to a higher tier with more features) in the middle of a billing cycle, the new charges may be prorated or take effect immediately according to our pricing terms. Upgrades are generally effective immediately, and you will be charged a prorated amount for the remainder of your current billing period. These charges are also non-refundable. If you downgrade your plan, the downgrade will typically apply from the next billing cycle (you will continue on your current plan until then). No refunds are given for downgrading early; instead, you enjoy the higher plan features until the period’s end and will be charged the lower rate going forward. We encourage you to contact our support team if you have questions about how an upgrade or downgrade will affect your billing.

Service Cancellation by Pinewheel: If Pinewheel terminates your account or subscription without cause (not due to your breach of the Terms), we will refund any prepaid fees for the remaining full months of your subscription term that were unused. (For example, if you paid for a year in advance and we discontinue your account after 6 months for our own business reasons unrelated to any wrongdoing on your part, we would refund you the unused 6 months.) However, if termination of service is due to your violation of our Terms of Service or misuse of the platform, you will not be entitled to any refund for the remaining period (similar to a cancellation initiated by you).

No Physical Products: Please note that Pinewheel provides digital services (access to an online platform) and no tangible goods. Therefore, concepts like returning a product or exchanging a product do not apply in the traditional sense. Once the service term you paid for has begun, you have received the benefit of the service (access to the platform for that time frame). This is why refunds are not offered for time already used or allocated, as there is nothing to "return."

Policy for Special Cases: If you believe your situation warrants a refund as a special case (for example, extreme extenuating circumstances), you may reach out to us and explain the situation. While our default stance is no refunds, we will review on a case-by-case basis to determine if any accommodation can be made. Our goal is to be fair and understanding, even while we must uphold a consistent policy.

Future Changes to Policy: We may update or change our Cancellation and Refund Policy over time. If we make significant changes, we will notify users via our website or contact information on file. All changes will apply prospectively (not retroactively) and will not affect any rights for refunds that have already accrued under a previous policy.

If you have any questions about this Cancellation and Refund Policy, or if you need assistance with your subscription, please contact us at contact@pinewheel.ai. We are here to help and want to ensure you have a clear understanding of how our subscription and cancellation process works. Thank you for being a Pinewheel user!