Pinwell 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 Pinwell 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 content of the notes your agents pin (do not pin passwords, payment card numbers or other data that should not be shown to every agent who can use the App), for the settings your admins choose, for having the right to process the personal data in your Zendesk account, 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 through the Zendesk Apps framework. It reads the open ticket's requester and organization (or the user or organization page) and the notes pinned to them, and it writes notes only when an agent pins, edits or unpins one. Notes are stored as records of a custom object ("Pinwell note") that the App creates in your Zendesk account at installation. Zendesk keeps that object and its records if you uninstall the App; your admins can delete them in Zendesk at any time. Showing a note, including the pop-up, is a reminder, not a guarantee that an agent reads or follows it.

5. Data. Our Privacy Policy (https://greatwork.company/apps/pinwell/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 (pinning notes to customers, organizations and tickets, severity, expiry, the pop-up, and storage in your own Zendesk) 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.