Sacolawell: 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 Sacolawell 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 in US dollars through Stripe on our behalf, per agent. 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. Your Nuvemshop (Tiendanube) subscription is between you and Nuvemshop.

3. Your account and your responsibilities. You connect your Nuvemshop store to the App (by approving Great Work's Sacolawell partner app in Nuvemshop, or by pasting an access token you control), and you control which actions are on, which of your agents may take them, and the emails and rules configured in your store. You are responsible for every order note and cancellation your agents make with the App (including the customer email and restock choices and anything your store or payment provider does when an order is cancelled), for having the right to process the personal data in your tickets and store, and for your agents' use of the App. Do not use the App to circumvent Zendesk's or Nuvemshop'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 your Nuvemshop store with the access token Zendesk holds, through Zendesk's app proxy. It sends an action to Nuvemshop only after the agent confirms it, never sends it twice, and then writes an internal note on the ticket. Nuvemshop decides whether an action succeeds and runs any rules you configured; the App moves no money, issues no refunds and creates no shipments itself. If Nuvemshop 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/sacolawell/privacy) describes the data the App processes. We do not receive your Zendesk or Nuvemshop data or your access token. You remain the controller of all data in your Zendesk account and your store.

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 orders sidebar with payment, shipping and tracking, matching by email and CPF/CNPJ, order notes, cancelling, role limits, the internal note for each action, the Portuguese, Spanish and English interface) 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 or that it works with every Nuvemshop store, plan, app, carrier or payment provider.

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 an order change made with the App, is limited to the fees you paid for the App in the 12 months before the claim.

9. Mandatory law. Nothing in these terms excludes, restricts or modifies any right or remedy you have under a law that cannot be excluded by contract in your country. Where we are allowed to limit our liability under such a law, our liability is limited to supplying the service again or paying the cost of having it supplied again.

10. 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, 9 and 11 survive.

11. General. Delaware law governs, without regard to conflict-of-law rules; courts in Delaware have exclusive jurisdiction, except where the law in section 9 gives you the right to bring a claim elsewhere. Zendesk and Nuvemshop are not parties to these terms and are not responsible for the App. Nuvemshop and Tiendanube are trademarks of their owner; the App is not made or endorsed by Nuvemshop or Tiendanube. 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.