Support Policy

1. Contact and policy summary

Email support@powertrackpad.com for official PowerTrackpad product support. Email is the sole official support channel at launch; a social-media message, public post, app-store review, or future community discussion is not a support request.

2. Who receives support

Users of PowerTrackpad Basic, the 14-day Trial, and Pro may request product support. PowerTrackpad does not reserve faster ordinary support for paying users at launch. Genuine security, payment or activation failures, data-loss risks, and defects affecting many users may be triaged ahead of routine questions when reasonably possible.

Equal access is subject to reasonable capacity. If support volume later becomes unsustainable, any material priority change will be published prospectively rather than silently applied to an existing request.

3. What product support covers

Product-focused support includes reasonable help with:

• installation, launch, and required macOS permissions;
• gesture recognition and built-in action behavior;
• licensing, activation, restoration, and edition state;
• PowerTrackpad updates and published compatibility information;
• suspected defects in PowerTrackpad; and
• steps that reasonably isolate whether PowerTrackpad caused a problem.

Feature requests are welcome as feedback, but acknowledgement does not promise acceptance, priority, implementation, or a delivery date.

4. What is outside the support scope

PowerTrackpad support does not provide:

• custom shell-script writing, review, debugging, or safety certification;
• general macOS training or repair unrelated to PowerTrackpad;
• support for a third-party application, website, device, or service;
• a guarantee that a requested workflow or undisclosed feature is possible; or
• emergency, continuously monitored, weekend, or public-holiday coverage.

We may still suggest a reasonable isolation step or point to relevant third-party documentation without assuming responsibility for that third party.

5. Supported versions and compatibility

Full technical support applies to the latest PowerTrackpad release on the macOS major version identified as currently tested. The initial commercial release is for Apple silicon Macs only. A user may be asked to update to the latest PowerTrackpad release covered by their license before deeper investigation.

Older PowerTrackpad releases and older or newly released, not-yet-tested macOS versions receive reasonable best-effort help. A perpetual license preserves the right to use and obtain the final eligible installer, but it does not promise indefinite fixes or full technical support for every historical build.

PowerTrackpad relies on Apple's undocumented private MultitouchSupport framework. Compatibility work for a newer macOS version is best effort and is possible only if an equivalent implementation remains technically available.

6. Information and voluntary diagnostics

To understand a product issue, support may initially request only:

• the PowerTrackpad version and macOS version;
• the broad Mac model category;
• concise steps that reproduce the problem; and
• what you expected and what occurred instead.

Screenshots, screen recordings, crash reports, and other diagnostics are optional. Review and redact them before deliberately attaching them. PowerTrackpad does not collect automatic support telemetry at launch and will not ask for passwords, full payment-card details, private installation or activation credentials, unrelated files, rule contents, or shell-command contents.

Support correspondence is handled as described in the Privacy Policy.

7. Response target and availability

PowerTrackpad aims to provide a substantive answer or useful status update within five business days. This is a reasonable, best-effort service target—not a guaranteed contractual response or resolution time.

A business day means Monday through Friday in Malaysia, excluding Malaysian public holidays. Support is not promised during weekends or holidays and is not monitored continuously. Marking a request “urgent” does not create a special deadline.

8. Confidential security reports

Send a suspected vulnerability privately to security@powertrackpad.com. The address is an alias handled through the PowerTrackpad Support inbox, so a reply may come from PowerTrackpad Support <support@powertrackpad.com>.

Credible reports are prioritized when reasonably possible, but PowerTrackpad does not promise a separate response deadline, guaranteed fix, coordinated-disclosure schedule, reward, or bug bounty. Do not include unnecessary personal information, active credentials, or third-party data in an initial report.

9. Purchases, billing, and refunds

PowerTrackpad support can explain product behavior and help identify the correct route, but Paddle is the merchant of record and controls buyer transactions. Use Paddle Buyer Support for a formal refund request, duplicate or incorrect charge, payment problem, or authoritative transaction decision.

You do not have to contact PowerTrackpad before using Paddle's formal channel. See the PowerTrackpad Refund Policy and Paddle's applicable buyer terms for details.

10. Language, community, and changes

Official support and guaranteed documentation are provided only in English at launch. A translated or machine-assisted reply may be offered case by case without making another language officially supported.

Email remains the sole official support channel. After PowerTrackpad exceeds approximately 5,000 cumulative legitimate downloads, we may evaluate whether a moderated community forum would be useful and sustainable. Crossing that threshold does not promise that a forum will be created, and private security, purchase, activation, and diagnostic matters will remain in direct email.

We may update this policy as the product, compatibility, staffing, or support volume changes. The effective date and version will be revised when a material change is published.