Larkwell 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 Larkwell 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: Team is a flat monthly price for accounts with up to 6 agents and admins, Scale a price per agent for larger accounts, as Zendesk counts them. Prices are 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 Zoho account and your responsibilities. You provide and control the Zoho Self Client, its client secret, the refresh tokens and their scopes, the Zoho user who generated them, and which of your agents may take actions. You are responsible for the scopes you grant (we publish least-privilege scopes and the App refuses tokens that can manage Zoho CRM settings or Zoho Books banking, but the token is yours), for every contact, note and call your agents create with the App, for Zoho's terms, plans and API limits that apply to your account, for having the right to process the personal data in your tickets and Zoho account, and for your agents' use of the App. Do not use the App to circumvent Zendesk's or Zoho's limits or terms.

4. How the App works. The App runs in your browser. It acts in Zendesk as the signed-in agent and in Zoho as the Zoho user who generated the refresh token, through Zendesk's app proxy. Zendesk adds your client secret and refresh token to the sign-in request; Zoho's short-lived access token is held in memory by the App while your agents' Zendesk tabs are open. The App sends an action to Zoho CRM only after the agent confirms it, sends it once, and then writes an internal note on the ticket. Zoho decides whether an action succeeds. If it 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/larkwell/privacy) describes the data the App processes. We do not receive your Zendesk or Zoho data, your secret or your refresh tokens. You remain the controller of all data in your Zendesk account and Zoho 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 Zoho CRM contact, account, deals and activity panel, the Books, Billing and Inventory sections, the organization panel, creating contacts, notes and calls, role limits, the setup check, 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 change made in Zoho 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 Zoho are not parties to these terms and are not responsible for the App; the App is independent of Zoho Corporation and is not authorized, endorsed or sponsored by it. Zoho, Zoho CRM, Zoho Books, Zoho Billing and Zoho Inventory are trademarks of Zoho Corporation. 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.