Canoewell for Zendesk: Terms of Service

Effective date: October 1, 2026 These terms are between Great Work LLC, 651 N Broad St Suite 206, Middletown, DE 19709, USA ("Great Work", "we") and the organization that installs the Canoewell app for Zendesk Support ("Customer", "you"). Installing or using the App means you accept them. Contact: hello@greatwork.company.

1. License. While your subscription or trial is active, we grant you a non-exclusive, non-transferable right for your agents to use the App within your Zendesk account for your internal business purposes.

2. Trial and billing. The App starts with a 14-day trial. Zendesk collects a payment card at installation and, unless you uninstall before the trial ends, bills the plan monthly in advance through Stripe on our behalf, per agent as Zendesk counts them. The price is listed on the Marketplace listing. There is no free plan. You can uninstall at any time in Zendesk; uninstalling stops future charges. Fees are non-refundable except where the law requires otherwise or where Zendesk requires a refund under its Marketplace terms; if the App fails materially and we cannot fix it, write to us and we will refund the affected month. We may change prices with 30 days' notice; changes apply from the next billing period.

3. Your Paddle account and your responsibilities. You provide and control the Paddle API keys the App uses, their permissions and expiry, and which of your agents may take actions. You are responsible for every refund request, invoice credit, cancellation, removal of a scheduled change, pause, resume, discount and payment link your agents make with the App, for Paddle's fees and terms that apply to your account, for having the right to process the personal data in your tickets and Paddle account, and for your agents' use of the App. Do not use the App to circumvent Zendesk's or Paddle's limits or terms.

4. How the App works, and Paddle's role. The App runs in your browser. It acts in Zendesk as the signed-in agent and in Paddle with your API key, through Zendesk's app proxy. It sends an action to Paddle only after the agent confirms it, and then writes an internal note on the ticket. Paddle is the merchant of record for your sales and decides whether an action takes effect: most refunds are requests that Paddle approves or rejects, Paddle issues invoices and credit notes, and Paddle retries failed payments. A canceled subscription cannot be reinstated in Paddle, and a requested refund cannot be withdrawn through the App. Paddle Billing does not support idempotency keys; the App sends each write once and, when an answer is lost, re-reads Paddle instead of resending. If Paddle accepts an action but the note cannot be written, the App shows the note text so the agent can add it.

5. Data. Our Privacy Policy (https://greatwork.company/apps/canoewell/privacy) describes the data the App processes. We do not receive your Zendesk or Paddle data or your keys. You remain the controller of all data in your Zendesk and Paddle accounts.

6. Support and changes. We provide email support at hello@greatwork.company with a first reply within one business day (Monday to Friday, US Central time). We may update the App; we will not remove a core feature (the customer sidebar, refund requests, invoice credits, cancel and undo a scheduled cancellation, pause and resume, discounts, the update-card link, invoice PDFs, role limits, the internal note for each action) during a paid period without notice and a pro-rata refund on request.

7. Warranty disclaimer. The App is provided "as is". To the extent the law allows, we disclaim all implied warranties, including merchantability, fitness for a particular purpose and non-infringement. We do not warrant that the App is error-free.

8. Limitation of liability. To the extent the law allows, neither party is liable for indirect, incidental, special, consequential or punitive damages, or lost profits or data, and our total liability for any claim, including any claim about a refund or subscription change made with the App, is limited to the fees you paid for the App in the 12 months before the claim.

9. Termination. Either party may end these terms by uninstalling the App (you) or by notice (us) if the other party materially breaches them. Sections 3, 7, 8 and 10 survive.

10. General. Delaware law governs, without regard to conflict-of-law rules; courts in Delaware have exclusive jurisdiction. Zendesk and Paddle are not parties to these terms and are not responsible for the App. Paddle is a trademark of Paddle.com Market Limited. If a provision is unenforceable, the rest stays in effect. These terms, the Privacy Policy and your plan are the entire agreement about the App.