Whowell: 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 Whowell 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. Your Persona and Onfido accounts, their verification fees and their terms are between you and those vendors.

3. Your accounts and your responsibilities. You provide and control the Persona API key and Onfido API token the App uses, the verification flows, and which of your agents may send links. An Onfido API token gives full access to its account and cannot be limited by Onfido; a Persona key can be limited, and you decide its permissions. You are responsible for every verification your agents send with the App, for having a lawful basis and any notices or consents required to verify your customers' identity and to send their name (and, if you turn it on, email) to Onfido, for the decisions you make based on a result, and for your agents' use of the App. Do not use the App to circumvent Zendesk's, Persona's or Onfido'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 Persona and Onfido with your key and token, through Zendesk's app proxy. It creates a verification only after the agent confirms, puts the link in the agent's reply draft (the agent decides whether to send it), and writes an internal note. Persona requests carry an idempotency key, so a request whose answer was lost is resent at most once and Persona does not repeat it; for Onfido, the App looks for a run created for the same applicant before creating another. Persona and Onfido decide the verification outcome. The App reports their status and check names; it does not verify identity itself and does not guarantee that a verified person is who they claim to be.

5. Data. Our Privacy Policy (https://greatwork.company/apps/whowell/privacy) describes the data the App processes. We do not receive your Zendesk, Persona or Onfido data or your key and token. You remain the controller of all data in your Zendesk, Persona and Onfido accounts.

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 (sending Persona and Onfido links from the ticket, statuses, result notes, resend, the permission settings) 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 Persona template, Onfido workflow, region or plan.

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 verification result or a decision 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, Persona and Onfido (Entrust) are not parties to these terms and are not responsible for the App. Persona and Onfido are trademarks of their owners; the App is not made or endorsed by them. 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.