Heedwell 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 Heedwell 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 responsibilities. You are responsible for the replies your agents send, including replies they choose to send after Heedwell asks, for the rules your admins set, for having the right to process the personal data in your tickets, and for your agents' use of the App. Do not use the App to circumvent Zendesk's limits or terms.

4. How the App works. The App runs in your browser and reads the open ticket and the reply in the editor through the Zendesk Apps framework. It does not write to your account. When an agent submits a public reply, it either lets the save go ahead, asks the agent first, or stops the save, according to your settings. It is a safeguard, not a guarantee: it checks only replies submitted from the Zendesk agent interface while the App is loaded, its checks match patterns and can miss a problem or flag a reply that is fine, and it never stops internal notes. If the App fails, the save goes ahead. It cannot recall an email that was already sent.

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

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 checks on public replies, the confirm window with reasons and recipients, group and role scope) 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 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 is not a party to these terms and is not responsible for the App. 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.