Terms Of Service

Updated October 6, 2026

Welcome to Pinwheel! We are Firepit, Inc., doing business as Pinwheel ("Company," "we," "us," "our"), a company registered in Texas, United States, with a mailing address at 1401 Lavaca St PMB 40573, Austin, TX 78701.

We operate:


•    The website www.pinwheel.com (the "Site")
•    The Pinwheel Caregiver mobile application (the “App”)
•    Pinwheel Home Voice over Internet Protocol (“VoIP”) and other voice services (“Voice Services”)
•    Any other related products and services that link to these Terms (collectively with the foregoing, the “Services”)


By visiting our Site, using our App, or purchasing a product or subscription to any Services, you agree to these Terms of Service (“Terms”). Additionally, certain Services are subject to one or more Schedules to these Terms, which are incorporated herein and made a part hereof. Voice Services are subject to the Pinwheel Home Schedule Notice, available at this link. Voice Services that allow for 911 dialing are also subject to the 911 Notice and Disclosures posted at this link. If you do not agree, you must not use our Services.


In the event of an actual conflict between any provision of these Terms and a Service-specific Schedule, the terms of the Schedule will control with respect to the Service covered by such Schedule.


We recommend you print or save a copy of these Terms for your records.

 

2. Our Services

Our Services combine physical smartphones, smartwatches, and home communication devices (including the Pinwheel Home device) preloaded with Pinwheel’s proprietary operating environment and software, plus subscription-based access to the Caregiver Portal for managing the device.

  • We curate but do not develop third-party apps. We are not liable for the content or performance of any app we did not build. Parents/caregivers remain the final gatekeepers.
  • The Services are designed for personal, family use only.

The Services may not be used in any jurisdiction where such use is unlawful or would require us to register or comply with special local regulations.

3. Account Registration

You may be required to create an account to use certain features.

You agree to:


•    Provide accurate, complete, and current information.
•    Keep your password confidential.
•    Be responsible for all activity on your account.
•    Be at least 18 years of age. By creating an account, you represent and warrant that you are at least 18 years old.


Product-Specific Eligibility Requirements


In addition to the general eligibility requirements above, certain Pinwheel products require additional representations:

  • Pinwheel Phones and Watches: By activating a Pinwheel Phone or Watch, you represent and warrant that you are a parent or legal guardian of the child who will use the device, or that you have obtained consent from the child’s parent or legal guardian.

  • Pinwheel Home: By activating a Pinwheel Home device, you represent and warrant that you are the legal guardian of the intended child user(s).

  •  

Legal guardianship is required because Pinwheel processes children’s personal information subject to the Children’s Online Privacy Protection Act (COPPA), and verifiable parental consent from a legal guardian is a prerequisite for device activation. If you subscribe to a Service that provides outbound calling, including 911 calling, you acknowledge and agree that your and/or your child’s information, including calling telephone number and registered physical location, will be transmitted to the emergency call taker, and you consent to the sharing of such information. If you subscribe to Pinwheel Home voice services, you will be required to register your account and physical locations for all users, as set forth in the Pinwheel Home Schedule Notice and the 911 Notice incorporated therein.

We reserve the right to reclaim or change a username if we determine it is inappropriate.

  • 4. Intellectual Property Rights

All content, software, designs, text, graphics, trademarks, service marks, and logos provided through our Services are owned or licensed by us and are protected by copyright and trademark laws.

  • You are granted a limited, non-transferable, revocable license to use the Services for your personal, non-commercial use.

  • You may not reverse engineer, copy, reproduce, or distribute our software or any part of the Services without our prior written permission.

5. Mobile Application License

You may install and use the App on devices you own or control, solely to access our Services. You may not:

      • Modify, adapt, or create derivative works of the App.

      • Use it for any revenue-generating purpose not authorized by us.

      • Attempt to derive the source code or bypass security features.

 

6. Subscription and Payment Terms

6.1 General

We offer multiple subscription-based services:

  • Pinwheel Smartphone Software Subscription – Access to the Pinwheel operating environment and Caregiver Portal for smartphones.
  • Pinwheel Watch Bundle Subscription – Access to the Pinwheel operating environment and Caregiver Portal for smartwatches, plus cellular connectivity.
  • Pinwheel Cellular Subscription – Standalone cellular service for supported Pinwheel devices.
  • PinwheelASK Subscription – Access to our child-safe AI service with curated, safe interaction guidelines.
  • Pinwheel Home Subscription – Access to the Pinwheel operating environment, Caregiver Portal, and VoIP calling features for the Pinwheel Home device.

Unless otherwise stated, all subscriptions are billed monthly, quarterly, or annually and renew automatically unless cancelled in accordance with Section 6.5. Unless otherwise stated in a service plan, the rates for all Services are exclusive of all sales, use, value-added and other taxes, and fees assessed by any governmental body against us or the services or in connection with any regulatory program applicable to the Service(s) to which you subscribe, including by way of example and not limitation, federal and state Universal Service Fund contributions (“Taxes and Fees”). You will be charged for the Taxes and Fees applicable to your Services. If you subscribe to our Voice Services, we may also assess a “regulatory cost recovery fee” or similar charge to recover our costs of complying with regulatory programs applicable to your Voice Services.

Important Device Restriction: The Pinwheel Cellular Subscription and Pinwheel Home Subscription are designed exclusively for use with Pinwheel devices (currently Pinwheel Phones, Pinwheel Watches, and Pinwheel Home). They may not be used with non-Pinwheel devices.

6.1.1 Free Trial (Pinwheel Home)

From time to time, Pinwheel Home may include a thirty (30) day free trial period beginning on the date of device activation. During onboarding, you will select a subscription plan. You may choose either our free plan or a paid plan. During any free trial, you will have access to Pinwheel Home subscription features on the plan you selected.

At the end of the free trial period, your subscription will automatically convert to the plan you selected during onboarding. If you selected a paid plan, your subscription will convert to that paid plan at the then-current rate, and you authorize us to charge your payment method on file for the applicable subscription fee. If you selected the free plan, your subscription will convert to the free plan at no charge. You may cancel at any time during the free trial via the Caregiver Portal at no cost, and no charges will be incurred. Pinwheel will not charge you during the free trial period and will only charge your payment method after the free trial ends if you selected a paid plan and did not cancel before the trial expired.

6.2 Auto-Renewal and Billing

              • Monthly Plans: Renew every month on your renewal date.

              • Quarterly Plans:  Renew every three months on your renewal date.

              • Annual Plans: Renew every year on your renewal date.

              • Charges must be paid on the renewal date to avoid suspension; this applies to all subscription types listed in section 6.1.

6.3 Failed Payments

If payment fails:

  • You must update payment details within 15 calendar days.
  • We may suspend access and, after 15 days, cancel the subscription and delete related data.
  • For Pinwheel Home and Cellular subscribers on a plan that includes an assigned telephone number, failure to resolve payment may result in deactivation of that number. Deactivated numbers may not be recoverable.
  • We will attempt at least two written notices before discontinuing.

          • 6.4 Switching Plans

          • You have 10 days after subscribing to request a correction if you intended a different plan type.

          • Moving from Monthly to Quarterly or Annual is allowed at any time (at current rates).

          • Annual to Quarterly or Monthly changes, or Quarterly to Monthly changes are made on a case-by-case basis.

          • You may cancel a Pinwheel Cellular Subscription at any time with or without cancelling the accompanying Pinwheel Software Subscription. The cancellation will become effective at the end of the current billing period.

            6.5 Cancellation Policy

          • You may cancel at any time via the Caregiver Portal.

          • You may confirm your cancellation went through with our Support team prior to your next billing date.

          • No refunds are issued for unused time on a Pinwheel Software Subscription and/or a Pinwheel Cellular Subscription, except during the initial 30-day return period. You retain access until the end of the paid period.

          • To revert your device to standard Android, contact Support for instructions.

            Charge Disputes: If you file a charge dispute or chargeback for a subscription without having properly cancelled in accordance with these Terms, we reserve the right to:

          • Deny the dispute based on our records of your active subscription;

          • Suspend or terminate your account and any associated services until the matter is resolved; and

          • Recover any costs, fees, or losses we incur as a result of the dispute.

6.6 Product-Specific Terms
Some subscriptions may have additional terms due to their nature:


  • Cellular Services: Our cellular subscriptions are provided through our third-party network partner, Gigs. By using Pinwheel Cellular Service, you agree to

    • Coverage & Performance: Cellular service is subject to network coverage, capacity, and availability. Speeds may vary and are not guaranteed.

    • Permitted Use: You may only use the service for lawful, personal purposes. Activities that violate laws, interfere with the network, or harm other users may result in suspension or termination.

    • Device Compatibility: Service is available only on supported Pinwheel devices.

    • Service Limitations: Emergency calls may be affected by network conditions or outages.

    • Billing & Charges: Cellular service fees are billed according to your subscription plan. Certain usage outside your plan (such as roaming or premium services) may incur additional charges.

    • Suspension & Termination: We and/or Gigs may suspend or terminate service for non-payment, misuse, or violation of terms.

    • Additional Terms Apply: Your use of cellular services is also subject to Gigs’ End User Service Agreement. You can read it in full here: https://gigs.com/legal/end-user-service-agreement.

  • PinwheelASK: Intended solely for child-safe AI interaction. Misuse (e.g., attempts to bypass safety filters) may result in suspension or termination without refund.

  • Pinwheel Home & VoIP Services: Pinwheel Home is a Voice over Internet Protocol (VoIP)–based home phone service consisting of a corded analog handset connected to a managed analog telephone adapter (ATA), designed for children and managed by a caregiver. Pinwheel Home is available within the United States and is subject to the terms of the Pinwheel Home Schedule Notice, available at this link, and the policies and notices incorporated in that Schedule. 

  • Service Limitations:

  • Requires electrical power and broadband Internet; service will not function during outages unless the user supplies battery backup for both the Pinwheel Home analog telephone adapter (ATA) AND their internet router.

    • E911 operates differently from traditional 911 services. Users must maintain an accurate service address for each user and device. The initial service address is registered in the Caregiver Portal. Any change to the service address must be made by contacting customer support at (888) 903-7977 or support@pinwheel.com, and the physical address for each device must be updated every time that device is moved to a new location. If the device is moved to a new location without updating the address, emergency services may be dispatched to the wrong location.  911 calling availability depends on your Service Plan: paid plans include an assigned telephone number and 911 Dialing, while the free plan limits calling to other Pinwheel users, does not include an assigned telephone number, and offers 911 Dialing only if you affirmatively elect it, as described in the 911 Notice.  This Service is subject to the disclosures and terms in our 911 Notice and Disclosures at this link. By using the Service, you represent and warrant that you have read and understood the 911 Notice and Disclosures; that you agree to the limitations and obligations set forth therein; and that you will inform all users under your account of the limitations and obligations affecting 911 services, including the requirement to update device location. We will have no liability for any failure by you or a user under your account to comply with the Pinwheel Home Schedule Notice and/or the 911 Notice and Disclosures.

    • The service may not support fax machines, medical alert systems, or home security systems. The Voice Services do not provide directory assistance and do not support 900, 976, or other X11 calls (other than 911) in all areas.

    • Calls are limited to caregiver-approved contacts and emergency numbers only. Calls to and from emergency services are permitted at all times and are not subject to the caregiver-approved contact list. Caregivers manage approved contacts, calling schedules, and caller blocking (enabled by default) via the Caregiver Portal. SMS, MMS, and data services are not supported.

  • Consent to Audio Transmission: Features such as voicemail and all voice calls involve audio transmission. You represent that you have obtained all required consents and will comply with all applicable federal and state recording laws. Voicemail messages, where available, are recorded and stored by our third-party VoIP provider, SignalWire; Pinwheel manages voicemail navigation but does not itself record or store call audio.

  • No Activation or Early Termination Fees: There are no activation fees or early termination fees associated with the Pinwheel Home Subscription.

  • Third-Party Service Providers: Pinwheel Home relies on third-party telecommunications carriers and VoIP infrastructure providers, including SignalWire (voice origination, termination, and voicemail storage) and RedSky Technologies, Inc., an Everbridge company (E911 emergency call routing), as well as cloud service providers. Pinwheel is not liable for service outages, degradation, or limitations caused by third-party providers. Additional provider terms may apply upon request.

  • Firmware and Software Updates: Pinwheel Home devices receive mandatory, automatic firmware and software updates that may modify device functionality or address security and service requirements. These updates cannot be deferred or declined; continued use of the device constitutes acceptance.

  • Safety Disclaimer: Pinwheel Home is not a substitute for adult supervision. While the device is designed to provide a safe communication experience for children, Pinwheel does not guarantee uninterrupted service availability and is not responsible for any harm arising from service outages, E911 limitations, or misuse of the device. Caregivers remain solely responsible for the safety and supervision of their children.

 


7. Returns and Refunds

All physical product returns are subject to our Return Policy, available at this link. Subscription fees are non-refundable unless otherwise required by law or as set forth in this Section. Pinwheel Home devices, including both the handset and the analog telephone adapter (ATA), include a one (1) year limited hardware warranty covering manufacturing defects. Damage, loss, misuse, or unauthorized modification is not covered. Warranty claims may be fulfilled through replacement or refurbished units at Pinwheel’s sole discretion.

Service Discontinuation Refund: In the event that Pinwheel discontinues the Pinwheel Home service, customers with prepaid subscriptions will receive a prorated refund for the unused portion of their subscription term.

8. Prohibited Activities

Our Acceptable Use Policy (“AUP”), as modified from time to time, is posted at this link. Without limiting the AUP, you may not:

  • Use the Services for unlawful purposes.
  • Interfere with or disrupt our systems.
  • Upload malicious code or attempt unauthorized access.
  • Harass, defame, or threaten others.
  • Use our Services to compete with us or infringe our intellectual property, copyrights, or trademarks.
  • Tamper with, modify, or reverse-engineer Pinwheel Home device firmware or hardware.
  • Resell, sublicense, or commercially redistribute the Pinwheel Home service or device.
  • Use the Pinwheel Home device with unauthorized VoIP providers or third-party telephony services not approved by Pinwheel.

If you or anyone under your account violates this Section or the AUP, then in addition to all of our other remedies, we may immediately suspend your Services, without liability to you.

9. Third-Party Tools and Links

We may provide access to third-party tools or apps we do not control. These are provided “as is” and “as available.” We are not liable for any harm resulting from using them.

10. User Content and Feedback

If you submit suggestions, ideas, or feedback, we may use them without restriction or compensation.

If you post or upload content, you grant us a worldwide, royalty-free license to use, copy, and display it as needed to operate the Services.

11. Privacy

Your personal information is handled according to our Privacy Policy, available at this link. For Pinwheel Home, we collect call logs, call duration, and contact lists for service operation and caregiver visibility. Pinwheel does not record or store call audio. Voicemail messages, where available, are recorded and stored by our third-party VoIP provider, SignalWire, while Pinwheel manages voicemail navigation. A supplemental privacy notice specific to Pinwheel Home and VoIP data practices is available as part of our Privacy Policy.

Children’s Privacy and COPPA Compliance: Pinwheel Home is designed for use by children ages 8–12+. Because the service may collect personal information from children under 13 — including voice data and usage information — we comply with the Children’s Online Privacy Protection Act (COPPA).  We obtain verifiable parental consent from the caregiver (who must be a legal guardian) before activating any Pinwheel Home device. We collect only the information necessary to operate the service. Parents and guardians may review, modify, or request deletion of their child’s personal information by contacting support@pinwheel.com. For full details, please refer to the children’s privacy section of our Privacy Policy at this link.

12. Disclaimers

The Services are provided “AS IS” and “AS AVAILABLE.” WE DISCLAIM ALL WARRANTIES, EXPRESS, STATUTORY, OR IMPLIED, INCLUDING WITHOUT LIMITATION ALL WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT

13. Limitation of Liability

To the maximum extent allowed by law, we are not liable for indirect, incidental, consequential or punitive damages. Our total liability will not exceed the amount you paid us in the 1 month prior to the event giving rise to the claim.

14. Indemnification

You agree to defend and hold us harmless from claims arising out of:

  • Your breach of these Terms.

  • Your misuse of the Services.

  • Your violation of others’ rights.

15. Termination

We may suspend or terminate your account for any violation of these Terms. You may stop using the Services at any time.

If Pinwheel elects to discontinue the Pinwheel Home service, we will provide at least thirty (30) days’ advance written notice to affected subscribers via email and/or the Caregiver Portal before the service is terminated.

16. Governing Law and Dispute Resolution

These Terms are governed by the laws of Texas. Any disputes will first be attempted to be resolved informally. If not resolved, they will be handled through binding arbitration in Texas under the consumer arbitration rules of the arbitration provider determined under subsection (a) below, except where prohibited by law.

BINDING ARBITRATION; CLASS ACTION WAIVER.

(a) Agreement to Arbitrate. The parties agree that any dispute, claim, or controversy arising out of or relating to these Terms of Service or the products or services provided hereunder (including their existence, breach, termination, enforcement, interpretation, validity, or scope, and including claims arising before the effective date) shall be resolved by final and binding individual arbitration administered by a neutral, nationally recognized arbitration provider that regularly administers consumer arbitrations in the United States and whose published consumer arbitration rules incorporate generally accepted consumer due process protections, under that provider’s then-current consumer arbitration rules, rather than in court, except as set out in subsection (e). The parties shall select the arbitration provider by written agreement within thirty (30) days after either party delivers a written demand for arbitration. If the parties do not agree on a provider within that period, or if the provider selected is unavailable, declines to administer the dispute, or is unable to administer the dispute under its rules, then either party may apply to a court of competent jurisdiction to designate the arbitration provider and/or appoint the arbitrator pursuant to Section 5 of the Federal Arbitration Act (9 U.S.C. § 5), and the arbitration shall proceed under the consumer arbitration rules of the provider so designated. The failure of the parties to agree upon a provider shall not render this Section unenforceable or otherwise excuse either party from arbitrating. This Agreement evidences a transaction involving interstate commerce, and the Federal Arbitration Act (9 U.S.C. §§ 1 et seq.) governs the interpretation and enforcement of this Section.

(b) CLASS ACTION WAIVER. TO THE FULLEST EXTENT PERMITTED BY LAW, ALL CLAIMS MUST BE BROUGHT IN THE PARTY'S INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS, COLLECTIVE, CONSOLIDATED, PRIVATE ATTORNEY GENERAL, OR OTHER REPRESENTATIVE PROCEEDING. THE ARBITRATOR MAY NOT CONSOLIDATE OR JOIN THE CLAIMS OF MORE THAN ONE PERSON, MAY NOT OTHERWISE PRESIDE OVER ANY FORM OF A REPRESENTATIVE OR CLASS PROCEEDING, AND MAY AWARD RELIEF (INCLUDING MONETARY, INJUNCTIVE, OR DECLARATORY RELIEF) ONLY IN FAVOR OF THE INDIVIDUAL PARTY SEEKING RELIEF AND ONLY TO THE EXTENT NECESSARY TO RESOLVE THAT PARTY'S INDIVIDUAL CLAIM.

(c) Non-Severability of Class Action Waiver. Subsection (b) is a material term of this Agreement. If subsection (b) is found to be unenforceable or invalid as to any claim or request for particular relief, then that claim or request for relief (and only that claim or request) shall be severed from arbitration and litigated in a court of competent jurisdiction, and no class, collective, or representative claim shall proceed in arbitration under any circumstances. The parties do not consent to class or representative arbitration.

(d) Delegation. Except as provided in subsection (c), the arbitrator has exclusive authority to resolve any dispute relating to the interpretation, applicability, enforceability, or formation of this Section, including any claim that all or any part of it is void or voidable; provided, however, that the enforceability of the Class Action Waiver in subsection (b) shall be decided only by a court and not by an arbitrator.

(e) Exceptions. Either party may (i) bring an individual claim in small-claims court if it qualifies, and (ii) seek injunctive or equitable relief in court to prevent the actual or threatened infringement or misappropriation of intellectual property or confidential information. Filing such a claim does not waive the right to arbitrate all other disputes.

(f) 30-Day Right to Opt Out. A party may opt out of this Section by sending written notice to support@pinwheel.com within thirty (30) days of first accepting these Terms, stating the party's name, account information, and a clear statement that the party wishes to opt out of arbitration. Opting out has no effect on any other provision of these Terms.

(g) Severability. Except as stated in subsection (c), if any portion of this Section is found unenforceable, the remaining portions shall remain in full force and effect.

WAIVER OF JURY TRIAL. TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, THE PARTIES HEREBY KNOWINGLY, VOLUNTARILY, AND INTENTIONALLY WAIVE ANY AND ALL RIGHT TO TRIAL BY JURY THEY MAY HAVE IN ANY ACTION, CLAIM, COUNTERCLAIM, CROSS-CLAIM, OR PROCEEDING, WHETHER IN LAW OR IN EQUITY, AND WHETHER SOUNDING IN CONTRACT, TORT, STATUTE, OR OTHERWISE, ARISING OUT OF, RELATING TO, OR IN CONNECTION WITH THESE TERMS OF SERVICE OR THE TRANSACTIONS CONTEMPLATED HEREBY OR RELATED HERETO, IN ANY FEDERAL OR STATE COURT AND IN ANY JURISDICTION. THIS WAIVER APPLIES REGARDLESS OF WHICH STATE'S OR JURISDICTION'S LAW GOVERNS OR IS APPLIED TO ANY SUCH ACTION OR PROCEEDING.

IF, AND ONLY TO THE EXTENT THAT, A PRE-DISPUTE WAIVER OF THE RIGHT TO TRIAL BY JURY IS HELD UNENFORCEABLE UNDER THE LAW OF ANY APPLICABLE JURISDICTION, THE PARTIES INSTEAD KNOWINGLY, VOLUNTARILY, AND INTENTIONALLY AGREE THAT ANY SUCH ACTION OR PROCEEDING SHALL BE TRIED BY THE COURT SITTING WITHOUT A JURY (A BENCH TRIAL) OR, WHERE PERMITTED BY LAW (INCLUDING, BY WAY OF EXAMPLE, GENERAL JUDICIAL REFERENCE PURSUANT TO CALIFORNIA CODE OF CIVIL PROCEDURE §§ 638 ET SEQ.), BE RESOLVED BY A REFEREE OR OTHER NEUTRAL APPOINTED BY THE COURT, WHOSE DECISION SHALL BE ENTERED AS THE JUDGMENT OF THE COURT. THE PARTIES INTEND THAT THIS PROVISION BE GIVEN THE BROADEST EFFECT PERMISSIBLE UNDER THE APPLICABLE LAW OF EACH JURISDICTION IN WHICH ENFORCEMENT IS SOUGHT.

THE PARTIES REPRESENT AND WARRANT THAT NO REPRESENTATIVE OR AGENT OF THE OTHER PARTY HAS REPRESENTED, EXPRESSLY OR OTHERWISE, THAT IT WILL NOT, IN THE EVENT OF LITIGATION, SEEK TO ENFORCE THIS WAIVER. THE PARTIES ACKNOWLEDGE THAT EACH HAS REVIEWED THIS WAIVER WITH ITS OWN LEGAL COUNSEL (OR HAD THE OPPORTUNITY TO DO SO) AND HAS BEEN INDUCED TO ENTER INTO THESE TERMS BY, AMONG OTHER THINGS, THE MUTUAL WAIVERS AND PROVISIONS OF THIS SECTION.

THE INVALIDITY OR UNENFORCEABILITY OF ANY PART OF THIS SECTION IN ANY JURISDICTION SHALL NOT AFFECT ITS VALIDITY OR ENFORCEABILITY IN ANY OTHER JURISDICTION, AND EACH REMAINING PROVISION SHALL BE ENFORCED TO THE MAXIMUM EXTENT PERMITTED BY LAW.

16A. Regulatory Disclosures (Pinwheel Home)

FCC Compliance: Pinwheel Home is a VoIP-based communications service. In accordance with Federal Communications Commission (FCC) requirements:

  • We provide access to 911 emergency calling as described in Section 6.6. Depending on the capability of the emergency call center serving your registered location, a 911 call may be delivered as Enhanced 911 (E911), with your callback number and registered address transmitted automatically, or as basic or limited 911, in which case the emergency operator may not receive that information. Where required by applicable FCC rules, users must register and maintain a current service address for 911 purposes.
  • We protect Customer Proprietary Network Information (CPNI) in accordance with FCC regulations. Call detail records and related customer information are used solely for service provision and caregiver visibility as described in our Privacy Policy. You may opt out of our use of your CPNI to market services other than those you already purchase, at any time, by emailing privacy@pinwheel.com. If you do not opt out within thirty (30) days of service commencement, you will be deemed to have consented to that use until you notify us otherwise, as described in the Pinwheel Home Schedule Notice.
  • Pinwheel Home is not a replacement for traditional telephone service. Users should be aware of the service limitations described in Section 6.6, including limitations during power or internet outages.
  • State and local telecommunications regulations may apply to VoIP services. Pinwheel complies with applicable state-level registration and disclosure requirements where required.
  • If you have a question, request, or complaint regarding the accessibility of Pinwheel Home or of any Pinwheel service or documentation, you may contact us at support@pinwheel.com or (888) 903-7977.


 17. Changes to These Terms

We may update these Terms from time to time. Continued use of our Services after changes means you accept the revised Terms.

18. Contact Us

United States

Firepit, Inc. (d/b/a Pinwheel) 1401 Lavaca St PMB 40573 Austin, TX 78701 Email: support@pinwheel.com Phone: (888) 903-7977 Chat: Available through pinwheel.com

United Kingdom

Firepit, Inc. (dba Pinwheel) Email: support@pinwheel.com

UK Representative

Ametros Group Ltd Broadway House, 32-35 Broadstreet, Hereford, England. Email: gdpr@ametrosgroup.com Website: www.ametrosgroup.com

19. Region-Specific Terms – United Kingdom

The following provisions apply if you are a customer located in the United Kingdom. These terms are in addition to the rest of this Agreement. If there is any conflict between these UK-specific terms and the rest of this Agreement, these UK-specific terms will take precedence for UK customers.

Pinwheel Home Availability: Pinwheel Home and its associated VoIP calling services are not currently offered to customers in the United Kingdom.

19.1 Statutory Consumer Rights
 Nothing in these Terms affects your legal rights under UK law, including your rights under the Consumer Rights Act 2015. You are entitled to goods and services that are as described, of satisfactory quality, and fit for purpose.

19.2 Cooling-Off Period for Online Purchases
If you are a consumer, you have the right to cancel most online purchases within 14 days without giving any reason, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013:

  • For physical products, this period ends 14 days after you receive the goods.

  • For digital services or subscriptions, this period ends 14 days after the contract is formed. If you wish to cancel, you must do so through the Caregiver Portal within this 14-day period.

  • If you request that a service or subscription start during the cooling-off period, you acknowledge that you may lose the right to cancel once full performance has begun.

    19.3 Returns and Refunds – UK

  • Physical Products: You may be entitled to a refund or replacement if the goods are faulty, not as described, or fail to last a reasonable time.

  • Subscription Services: You may be entitled to a refund if the service is not provided with reasonable skill and care or does not match its description.

To exercise your right to cancel or return, please contact us within the applicable statutory timeframes by emailing support@pinwheel.com.

19.4 Pricing and Taxes
 All prices displayed for UK customers include VAT, where applicable. 

19.5 Governing Law and Jurisdiction
 If you are a UK consumer, you may bring legal proceedings in the courts of England and Wales, Scotland, or Northern Ireland. These Terms are governed by the laws of England and Wales for UK-based transactions.

19.6 Complaints and Alternative Dispute Resolution
 We aim to resolve all complaints quickly and fairly. If we cannot resolve your complaint, you may use an Alternative Dispute Resolution (ADR) provider or the European Commission’s Online Dispute Resolution (ODR) platform at: https://ec.europa.eu/consumers/odr/.

19.7 Data Protection
 We process the personal data of UK customers in accordance with the UK GDPR and the Data Protection Act 2018. Please review our Privacy Policy for more information on how we handle your personal data.

20. Region-Specific Terms – Canada

The following provisions apply if you are a customer located in Canada. These terms are in addition to the rest of this Agreement. If there is any conflict between these Canada-specific terms and the rest of this Agreement, these Canada-specific terms take precedence for Canadian customers.

Pinwheel Home Availability: Pinwheel Home and its associated VoIP calling services are not currently offered to customers in Canada.

20.1 Statutory Consumer Rights
Nothing in these Terms affects your rights under applicable Canadian consumer protection laws, including the rights to goods and services that are as described, of acceptable quality, and fit for their intended purpose.

20.2 Returns and Refunds – Canada

  • Physical Products: You may be entitled to a refund or replacement if the goods are defective, not as described, or fail to last for a reasonable period.
  • Subscription Services: Refunds may be available if the service is not provided with reasonable care and skill or does not match its description.

To exercise your rights, please contact us within the applicable statutory timeframes by emailing support@pinwheel.com.

20.3 Governing Law and Jurisdiction
For Canadian customers, these Terms are governed by the laws of the province or territory in which you reside, and applicable Canadian federal law. You may bring legal proceedings in the courts of your province or territory.

20.4 Data Protection

We process the personal data of Canadian customers in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA), and, where applicable, the Personal Information Protection Acts of Alberta (PIPA AB) and British Columbia (PIPA BC).

For customers in Alberta and British Columbia, these provincial laws govern the collection, use, and disclosure of your personal information. PIPEDA continues to apply to interprovincial and international data transfers.

21. Region-Specific Terms – Australia

The following provisions apply if you are a customer located in Australia. These terms are in addition to the rest of this Agreement. If there is any conflict between these Australia-specific terms and the rest of this Agreement, these Australia-specific terms will take precedence for Australian customers.

21.1 Statutory Consumer Rights
 Nothing in these Terms affects your rights under the Australian Consumer Law (ACL), including your entitlement to goods and services that are of acceptable quality, fit for purpose, and as described.

21.2 Cooling-Off Rights for Online Purchases
 If you are a consumer, you may have rights to cancel certain purchases under Australian law. These rights do not limit your protections under the ACL.

21.3 Returns and Refunds – Australia

  • Physical Products: You are entitled to a refund, repair, or replacement if goods are faulty, not as described, or fail to meet consumer guarantees under the ACL.
  • Subscription Services: You are entitled to a refund or other remedy if the services are not provided with due care and skill, are not fit for purpose, or do not match their description.

To exercise your rights, please contact us within the applicable statutory timeframes by emailing support@pinwheel.com.

21.4 Governing Law and Jurisdiction
 For Australian customers, these Terms are governed by the laws of Australia. You may bring legal proceedings in the courts of your state or territory.

21.5 Data Protection
 We process the personal data of Australian customers in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Please review our Privacy Policy for more information on how we handle your personal data.