Twinmend 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 Twinmend 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 and admins 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 you chose monthly in advance through Stripe on our behalf. Plans differ by the number of agents and admins in your Zendesk account; the prices are listed on the Marketplace listing. There is no free plan. If your team is outside your plan (including the Enterprise plan for teams of 150 or fewer), the App lets you scan, compare, dry run and view history but not merge until you change 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 decide which users are merged. You are responsible for reviewing the comparison and the dry run before merging, for the merges your users approve, for your use of personal data in your Zendesk account (including deleting Twinmend records when you handle an erasure request), and for your users' 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 and acts only as the signed-in user, through Zendesk's API. Matches are suggestions based on the rules you set; they can be wrong. Merges are performed by Zendesk's own merge, which Zendesk documents as permanent. Before each merge the App saves a snapshot in your Zendesk account. Its undo is best effort: it creates a new user from the snapshot and moves back what Zendesk allows; it cannot restore the original user id, closed tickets, CCs, Help Center activity or sign-in, and it cannot restore anything from a snapshot an admin deleted or that was cut short to fit Zendesk's record size. The App shows what it can and cannot restore before it acts.

5. Data. Our Privacy Policy (https://greatwork.company/apps/twinmend/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 (scan, compare, dry run, bulk merge, sidebar hint, history and undo) 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 every duplicate is found or every suggestion is right.

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.