Satchelwell for Magento and Adobe Commerce: 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 Satchelwell 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 Zendesk account. 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 store and your responsibilities. You provide and control the Magento integration and access token the App uses, its API resources, and which of your agents may take actions. You are responsible for every credit memo, cancellation, hold, comment and email your agents make with the App, for the money moved by refunds, for your payment provider's fees and terms, 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, Adobe's or your payment provider'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 store with your token, through Zendesk's app proxy. It sends an action to your store only after the agent confirms it, and then writes an internal note on the ticket. Your store and its payment provider decide whether an action succeeds; credit memos cannot be reversed, and cancellations may trigger your store's own emails and stock changes. If the store 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/satchelwell-for-magento-and-adobe-commerce/privacy) describes the data the App processes. We do not receive your Zendesk or store data or your 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, credit memos, cancel and hold, order comments, email resends, role limits, the internal note for each action) during a paid period without notice and a pro-rata refund on request. Some features depend on your Magento edition and settings (returns need Adobe Commerce; the token needs the store setting described in the setup guide).

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 Magento extension, theme or hosting setup.

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 refund or order change made 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 Adobe are not parties to these terms and are not responsible for the App. Adobe, Adobe Commerce and Magento are either registered trademarks or trademarks of Adobe in the United States and/or other countries. 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.