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Loyalwell 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 Loyalwell 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 loyalty platform and your responsibilities. You provide and control the LoyaltyLion, Yotpo or Smile.io API keys the App uses, their permissions, and which of your agents may take actions and how many points they may move. You are responsible for every points adjustment and every reward your agents issue with the App and for the reasons they show your customers, for your loyalty plan including API access (Smile.io offers its API on its Plus and Enterprise plans only), for the fees and terms of your loyalty platform that apply to your account, for having the right to process the personal data in your tickets and loyalty program, and for your agents' use of the App. Do not use the App to circumvent Zendesk's or your loyalty platform's limits or terms.

  4. How the App works, and your platform's role. The App runs in your browser. It acts in Zendesk as the signed-in agent and in your loyalty platform with your API key, through Zendesk's app proxy. It sends an action only after the agent confirms it, and then writes an internal note on the ticket. Your loyalty platform decides whether an action takes effect and how: it applies its own rules to points, tiers, expiry and rewards, may hold points as pending, and creates the reward codes. Points adjustments and redeemed rewards appear in the customer's own points history. The App cannot change a customer's tier. None of the supported platforms offers idempotency keys; the App sends each write once and, when an answer is lost, re-reads the customer instead of resending. If the platform 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/loyalwell/privacy) describes the data the App processes. We do not receive your Zendesk or loyalty data or your API keys. You remain the controller of all data in your Zendesk and loyalty accounts. The App sends requests to your loyalty platform's API, so LoyaltyLion, Yotpo or Smile (and their service providers) process the data in those requests under your agreement with them and their privacy notices. Requests count toward your platform's API rate limits.

  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 loyalty sidebar, adding and deducting points, issuing rewards, role limits, the internal note for each action) during a paid period without notice and a pro-rata refund on request, unless a loyalty platform withdraws the API the feature needs.

  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 points or rewards issued 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, 5, 7, 8 and 10 survive.

  10. General. Delaware law governs, without regard to conflict-of-law rules; courts in Delaware have exclusive jurisdiction. Zendesk, LoyaltyLion, Yotpo and Smile are not parties to these terms and are not responsible for the App. LoyaltyLion, Yotpo and Smile.io are trademarks of their owners. 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.