Shipping and Exchange Policy

Pinewheel is a provider of software services delivered entirely over the internet. Because our product is a cloud-based SaaS (Software-as-a-Service) platform, there are no physical goods sold or shipped by Pinewheel. This Shipping and Exchange Policy is intended to clarify any questions related to "shipping" of our product or "exchanges," even though those concepts work a bit differently (or may not apply at all) given the nature of our service.

Digital Delivery of Services

Exchange Policy (Not Applicable to Digital Services)

Because Pinewheel does not sell physical goods, we do not have an "exchange" policy in the traditional sense (such as exchanging one product for another). In the context of digital services, an "exchange" might be interpreted as switching from one subscription plan to another or substituting services. We handle those situations as follows:

• Changing Subscription Plans: If you wish to change your subscription (for example, upgrade to a higher tier or downgrade to a lower tier), you can typically do so through your account settings or by contacting our support. This is not an exchange of a product, but a change in service level. We will facilitate the plan change according to our billing terms (as described in our Cancellation and Refund Policy). Usually, upgrades take effect immediately (with pro-rated billing) and downgrades take effect in the next billing cycle. Please refer to our pricing FAQs or reach out to support for assistance with plan changes.
• No Product Exchanges: Since there are no physical products, there is nothing to return or exchange. You don't need to send anything back to us. If you are dissatisfied with the service, you may consider canceling your subscription as per our Cancellation Policy, but there isn't a mechanism to "exchange" Pinewheel for a different product.
• Service Issues: If you encountered a problem or believe the service you received is not what was promised, this wouldn't be an exchange issue but rather a support issue. We encourage you to contact our support team to resolve any problems you have with the platform. Our team can often address the issue or clarify how to use Pinewheel's features to get the results you need.

No Return Required: In a physical goods scenario, if a customer isn't happy they might return the item. With Pinewheel, since nothing physical is provided, there's no need for a return shipment. If you decide to stop using Pinewheel, simply cancel your subscription – there is no product to send back to us. Any software or code that runs as part of our service remains on our servers; you do not need to "return" software because you are only leasing a license to use it, which ends upon cancellation.

International Availability

Our SaaS platform is accessible from anywhere with an internet connection (subject to compliance with export controls and applicable law). Because we are not shipping hardware or goods, there are also no international shipping restrictions on our service delivery. However, please be mindful of your own local laws regarding the use of cybersecurity tools or encryption software. Pinewheel's service delivery is digital, but you as the user are responsible for ensuring that accessing an online penetration testing tool is legal in your jurisdiction. We do not impose shipping limitations, but legal usage limitations may apply in some regions (for example, certain countries might restrict the import/use of hacking tools – even software – which could impact your ability to use Pinewheel lawfully).

If you have any questions about whether Pinewheel is available in your country or region, please contact us. We will clarify digital service availability. Generally, if you can access our website and create an account, you should be able to use our service, since nothing needs to be shipped. All customers, regardless of location, receive the service in the same digital manner.

Customer Support for Digital Delivery

Because our service is delivered electronically, we strive to ensure a smooth digital experience. If for any reason you do not gain access to the service after purchasing a subscription (for instance, if an account activation email wasn't received, or your login isn't working), our support team is here to help. These scenarios are treated with high priority since we know you expect instant access.

Contact for Access Issues: If after subscribing you cannot access the platform or have not received confirmation of your purchase, please reach out to us at contact@pinewheel.ai or through our support channels. We will verify your purchase and assist in getting your account activated. There is no need for concern about lost shipments (since none are involved), but technical glitches can happen and we are ready to resolve them.

No Shipping Notifications: You will not receive shipping confirmation emails from Pinewheel, because again, we don't ship anything. Instead, you will receive a subscription confirmation email and possibly a welcome email. Those serve a similar purpose to a shipping notice in e-commerce – they confirm your order and provide details on how to start using the service. Always check that information and follow any instructions (for example, setting a password if you haven't already, or clicking an email verification link if required).

Conclusion

In summary, Pinewheel operates entirely online and provides software services digitally. There is no shipping of physical products, and thus no shipping fees, no delivery delays, and no need for an exchange or return policy for goods. This digital delivery model allows us to serve customers globally in a fast and efficient manner. The moment you purchase a subscription, you get what you paid for: access to our cutting-edge AI-powered penetration testing platform.

If you have any questions about how Pinewheel delivers its services or if any aspect of this policy is unclear, please don't hesitate to reach out. You can contact us via email at contact@pinewheel.ai for clarification. We're always happy to explain how our service works to ensure you are comfortable and informed before making a purchase.

Thank you for choosing Pinewheel. We're excited to provide you with immediate, online access to the tools that will help secure your digital assets.