Replywell 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 Replywell 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 your plan monthly in advance through Stripe on our behalf: the Team plan per account, the Scale plan per agent 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 messages and your responsibilities. You decide what your templates say, which links, images, files and forms they contain, and which agents may use and edit them. You are responsible for the messages your agents send, for the content behind your links and files, for having the right to message your customers on each channel and to process the personal data in your tickets, for the rules of the messaging channels you use (for example WhatsApp's 24-hour window and Meta's messaging policies), and for your Zendesk plan and Conversations API access and usage limits. Do not use forms to collect payment card numbers, passwords or government ID numbers. Do not use the App to send messages a channel's rules forbid.

4. How the App works. The App runs in your agents' browsers. It reads the open ticket as the signed-in agent, puts a message into the agent's reply, and the agent sends it with Zendesk's own Send button; the App never sends a message to a customer by itself. Zendesk and Sunshine Conversations turn the message into buttons, cards or forms, or into text where a channel cannot show them; how each channel displays a message is decided by Zendesk and the channel, and may change. With a Conversations API key the App creates message templates in your own Conversations API app and deletes the ones it created after a day. After a message is sent, the App writes an internal note and tags on the ticket. The App writes each note once and, when an answer is lost, checks for the note instead of writing it again.

5. Data. Our Privacy Policy (https://greatwork.company/apps/replywell/privacy) describes the data the App processes. We do not receive your Zendesk data, your templates or your API key. You remain the controller of all data in your Zendesk account and Conversations API app.

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 template library, inserting messages into replies, the channel preview and text versions, the internal note and tags) during a paid period without notice and a pro-rata refund on request, unless Zendesk withdraws the platform feature it 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 or that every channel displays every message type.

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, 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 and the messaging channels are not parties to these terms and are not responsible for the App. Channel names 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.