Terms and conditions

The following Terms and Conditions are the rules by which you agree to be bound when making a purchase from https://www.zenplates.co (the “Site”). You agree that you are legally bound by these terms and conditions when you (i) successfully purchase a Product; or when you (ii) use or make use of any purchased Product.


For the purposes of these terms and conditions the definitions below apply whenever a term is capitalized, or in uppercase and underlined.

  • “Date of Purchase” means the date on which a commercial transaction with Zenplates occurs.
  • “Help Center(s)” means an instance of a Zendesk Help Center.
  • “Intellectual Property Rights” means any and all proprietary rights, titles, and interests, including, but not limited to, trademarks, patents and copyrights, as existing and recognized anywhere in the World on the Date of Purchase.
  • “Product(s)” means any paid for item, subscription, or service offered by Zenplates.
  • “Product Update(s)” means subsequent updates to a Product released by Zenplates for the purposes of, but not limited to, fixing bugs or adding features.
  • “Supported Browser(s)” means, subject to an express statement to the contrary, (i) the most recent stable release version of Chrome, Firefox, or Safari; and (ii) Internet Explorer 11 and above, as well as the last two stable release versions of Microsoft Edge.
  • “Unsupported Browser(s)” means any browser not listed as a Supported browser.


  • Zenplates retains all Intellectual Property Rights and all other proprietary rights to the Product.
  • The Purchaser of the Product is granted a non-exclusive worldwide license, allowing the Purchaser, or a single client of the Purchaser, to create with the Product a Help Center.
  • The Purchaser of the Product is licensed to install the Product in one (1) Zendesk account and all brands associated with that Zendesk account.
  • The Purchaser does not have the rights to redistribute, resell, lease, license, sub-license or offer the Product downloaded to any third party.
  • The Purchaser of the Product will not provide rival or competitor companies with access to the Product.
  • The Purchaser of the Product will not add a theme code or its parts to publicly accessible repositories (GitHub, GitLab, Bitbucket, etc).
  • The Purchaser is not required to attribute or link to Zenplates in any Help Centers.

If we discover that a license is being abused we reserve the right to void that license without refund and require that our software is removed from all Zendesk Help Centers managed by the Purchaser.


  • Our support team will assist you with the initial installation of the Product and its features if required.
  • You are entitled to any Product Updates that Zenplates release for the Product, for the duration of the commercial lifespan of the Product.
  • You are entitled to ongoing support from the Date of Purchase. Support covers setting up and using the software we provide, but doesn’t necessarily extend to the troubleshooting of custom code written by the Purchaser of the Product.


  • Zenplates warrants that all Products are developed and maintained in accordance with applicable industry standards. All Products have been subject to internal quality assurance reviews and have been deemed fit for commercial sale.
  • All Zenplates Products are, subject to reasonable limitations, visually consistent and are functionally compatible, in all material aspects, across all Supported Browsers. In an instance where certain features or designs are not reasonably feasible due a browser’s technical limitations, Zenplates will use its discretion to implement a reasonable alternative.

Refund policy

Zenplates offers digital goods which cannot be returned nor have their access restricted and we therefore do not make refunds once the order is complete and the product is sent. As a customer, you are responsible for understanding this when purchasing any item on the Site.

Exceptional circumstances for Digital Products

However, we realize that exceptional circumstance can take place with regard to the character of the product we supply. Therefore, we honor refund requests for the following reasons:

Non-delivery of the product: Due to some mailing issues of the email provider or server you might not receive a delivery e-mail from us. In this case, we recommend contacting us for assistance. Claims for non-delivery must be submitted to us within seven days from the date of purchase. Otherwise, the product will be considered received and downloaded.

Download issues: for some reason you might have problems while downloading the product or its unzipping. Claims regarding such issues must be submitted by consideration of our Support department. If you do not contact us during three days, you agree that we may construe silence as a confirmation of successful delivery and download of the product with no further rights of refund for a “download issue” reason. Failure to receive assistance for downloading or unzipping within three days may result in a refund decline.

Irreparable defects: Although all the products are thoroughly tested before release, there is always a chance of unexpected errors. Such issues must be submitted to us within seven days from the date of purchase. We retain the right to rectify the errors or defects within three business days. If the defect is identified as our mistake and we fail to correct it within three business days from the date of the initial complaint email or other notification provided by you, then we have two options to resolve the issue. The first option is a full refund to you without any compensations or reimbursements. The second option is a replacement of the product of the same or around the same value. Please note that temporary access to your Help Center can be requested by our technicians to identify and fix the possible issues with our themes. Failure to provide such access promptly may cause delays in the issue resolution. Refusal to provide access to your Help Center will cause your inability to apply for a refund.

Product not-as-described: Such issues should be submitted to us within seven days from the date of the purchase. Clear evidence must be provided proving that the purchased product is not as it is described on the website. Complaints which are based merely on the customer’s false expectations or wishes does not meet the requirement for refunds. You must also provide acceptable evidence that the digital product has been deleted before we can issue a refund.

Zenplates (“us”, “we” or “our”) operates online applications that complement a user’s use of the Zendesk platform.


  • “Application” means any Zenplates application acquired through the Zendesk Marketplace.
  • “Confidential Information” means any of our information, or the information of another User which is designated as confidential or which is of a confidential or sensitive nature, which is marked or denoted as confidential or which a reasonable person to whom that information is disclosed or to whose knowledge the information comes would consider confidential.
  • “Content” means anything that is uploaded or otherwise transmitted through the Application, and when it is introduced by you, it is your Content.
  • “Data Processor” means Zenplates or any third party that we use to process your personal information.
  • “Intellectual Property” means all intellectual property rights (including, without limitation, all registered and unregistered copyright, designs, trademarks and patents) of any nature in any technology, trade secrets, User details (including, but not limited to, User emails, telephone numbers and addresses) and User-related information, software, program, inventions, designs, works and subject matter belonging to us.
  • “Membership Data” means any information provided by you to us as required to access or use the Application.
  • “Third Party” means an entity other than us, our subsidiaries or You.
  • “User” means any person who purchases the Application and accesses the Application, regardless of the nature of that access whether that party is or is not identified to us.
  • “You” means a User or any other person accessing the Application.
  • “Zendesk Marketplace” means the website located at https://www.zendesk.com/marketplace.


  • These Terms of Use (“Terms”) govern your use of any Application. These Terms form a binding contractual agreement between you, the other Users and Zenplates.

  • By using the Application you acknowledge and agree that you have read and understand these Terms and you agree to be bound by them. If you do not agree to the Terms, please do not use the Application.

  • For that reason these Terms are important and you should ensure that you read them carefully. You may contact us with any questions before you use the Application by emailing support@zenplates.co.

Use of the Application

  • We grant you a non-exclusive, non-transferable licence to use the Application in accordance with these Terms.
  • The Application may contain links to other websites and may contain Content added by Third Parties. We do not endorse, sponsor or approve any such user generated content or any content available on any linked website. We expressly disclaim all liability for any Content transmitted through the Application, or otherwise transmitted to any User by any other means, or by any person, including your reliance on such Content.
  • You acknowledge and agree that the Application may not operate on a continuous basis and may be unavailable from time to time (including for maintenance purposes).
  • You must not directly or indirectly: (a) use the Application to create any service, software or documentation that performs substantially the same functionality as the Application; (b) disassemble, decompile, reverse engineer or use any other means to attempt to discover any source code, algorithms or trade secrets underlying the Application; or (c) encumber, sublicense, transfer, distribute, rent or lease the Application in favour of a third party; (d) adapt, combine, create derivative works of or otherwise modify any Application.

User Conduct

  • By accepting these Terms, you are representing that you: (a) have the capacity to accept these Terms; (b) will provide, or have provided, and will maintain and promptly update the Membership Data and ensure that information provided is accurate, current and complete.
  • You must not use the Application for any illegal, immoral or unethical purpose.
  • You must not knowingly directly or indirectly: (a) interfere or attempt to interfere with the proper working of the Application or any activities conducted on the Application; (b) bypass any privacy settings or measures we may use to prevent or restrict access to the Application; or (c) run mail list, Listserv, any form of auto-responder or “spam” on the Application.
  • You must not use the Application for the purpose of transmitting any Content that: (a) is inaccurate, harmful, obscene, pornographic, defamatory, racist, sexist, threatening, violent, offensive, abusive, vulgar, profane, indecent, unlawful, harassing, or otherwise objectionable to us or other Users of the Application, including any Content which is likely to offend, insult or humiliate others based on race, religion, ethnicity, gender, age, sexual orientation and/or any physical or mental disability; (b) exploits another person in any manner; (c) includes unauthorised disclosure of personal information; (d) violates or infringes anyone’s intellectual property rights; or (e) contains software viruses or any other computer code, files or programs designed to interrupt, destroy or limit the functionality of any computer software or hardware or telecommunications equipment.
  • You are solely responsible for the Content and all activities that occur while using the Application.
  • If you misuse the Application in contravention of these Terms, we may, at our sole discretion, restrict, suspend or disable your access to the Application.

Your Content

  • Zenplates has no access to, nor visibility of your Content. The Application is hosted within Zendesk and no Content is processed by Zenplates or another Third Party.
  • In the case of an Application that integrates with an external service, all Content is securely transferred between Zendesk and that external service through the use of the Zendesk App Framework.


  • If an Application requires payment of a fee, the purchase price will be disclosed to you prior to your access of the Application.
  • All fees are quoted in US Dollars and are exclusive of tax. We reserve the right to change the fees for any chargeable service or feature on the Application at any time and will provide Notice in accordance with these Terms where the price is varied.
  • If you purchase an Application, you will be directed to make payment of the purchase price prior to the installation of the Application.
  • If your payment for an Application is dishonoured (i.e. your credit card is declined or expired) you will be notified of your unsuccessful payment and you will be directed to make payment within seven (7) days of the notification. If you fail to make payment within seven (7) days, the Zendesk Marketplace may disable your access to the Application.
  • You acknowledge that at the end of each billing cycle for your subscription to our Application, you may incur additional fees as a result of an increase in your subscription quantity, and you agree to pay these fees. We reserve the right to apply these fees to your bill at our discretion. By using our services, you accept and agree to these terms and conditions, including the payment of any applicable fees as outlined herein.

Confidential Information

  • Zenplates agrees to keep the Confidential Information confidential and only use or disclose such information for the purposes as authorised by the owner of the Confidential Information.
  • The obligations of confidentiality in clause 6.1 will not apply to information which: (a) is generally available in the public domain except where such availability is as a result of a breach of these Terms; (b) was known prior to the disclosure of the information by you; or (c) is required to be disclosed by an applicable law or court order.
  • The Confidential Information Zenplates receives is limited to the company information entered when starting a subscription through the Zendesk Marketplace (Membership Data). Specifically, this includes the company name, contact email address, physical address and tax ID (if applicable).

Intellectual Property Rights

  • Nothing in these Terms constitutes a transfer of any Intellectual Property rights. You acknowledge and agree that, as between you and us, we own all Intellectual Property rights in the Application.
  • You must obtain express written permission from us if you wish to reproduce any aspect of the Application or other Intellectual Property owned by us.

Termination and Suspension

  • The Terms will continue in force until you withdraw your consent or such time that the Terms are varied or replaced, but we may terminate the Terms or the Application at any time and without prior notice at our sole discretion.
  • We may suspend or terminate any User from using the Application without notice at our sole discretion.
  • We reserve the right to change or discontinue any feature on the Application or the Application in whole or in part at any time at our sole discretion.

Limitation of Liability

  • We shall not be liable to you in respect of any losses suffered or incurred by you arising out of or in connection with your use of the Application.
  • You shall be liable for any loss, damage or injury to any party or parties (including to us, Third Parties and other Users) resulting from your negligent acts or omissions through your use of the Application and shall indemnify and keep us indemnified against any claim or claims made against us.
  • In no event shall we be liable to you or a third party for any: (a) loss or inaccuracy of or damage to data, loss or interruption of use of the Application, or cost of procuring substitute technology, goods or services; or (b) indirect, punitive, incidental, reliance, special, exemplary or consequential damages including, but not limited to, loss of business, revenue, profits and goodwill; These limitations are independent of all other provisions of this agreement and shall apply notwithstanding the failure of any remedy provided herein.
  • Without limitation to the foregoing, you agree that our liability, if any, arising out of any kind of legal claim or action in any way connected to your use of the Application will be limited to the total amount paid by you (if any) for any Application purchased by you.

Disclaimer of Warranties

  • You acknowledge that we make no representation or warranty: (a) that your access to the Application (including any payment platforms on the Application) will be, timely, secure, uninterrupted and/or error-free; (b) that the Application will be compatible with any feature or program associated with the Zendesk Marketplace or platform; (c) that any defects on the Application will be corrected; (d) that any information disclosed on the Application will be accurate, up to date, complete or useful; or (e) that the Application or the server which stores and transmits the Application to you are free from viruses or any other harmful components.

Assumption of Risk

  • You agree and understand that you assume all risks when using the Application, including without limitation any and all risks associated with any online or offline interactions with other Users and Third Parties and all risk for any damage to your computer system or loss of data.


  • You agree to indemnify, and continually indemnify, us in relation to all claims, actions, liabilities, costs, losses and expenses (including legal costs on a full indemnity basis) that we incur as a result of your use of the Application, and/or from your failure to comply with these Terms.

  • You will be responsible for and will indemnify us against liability for all loss, damage or injury to persons or property caused by you, or your employees or agents, and the amount of all claims, damages, costs and expenses which may be paid, suffered or incurred by us in respect of any such loss, damage or injury will be made good at your expense.


  • These Terms prevail in the event that anything in, or associated with the Application is inconsistent with these Terms.
  • If a provision of these Terms is invalid or unenforceable it is to be read down or severed to the extent necessary without affecting the validity or enforceability of the remaining provisions.
  • We are not liable whatsoever to you for any direct or indirect losses and/or expense suffered by you arising out of a breach by us of these Terms, including our negligence.
  • Our failure to enforce any provision of these Terms shall not be treated as a waiver of that provision, nor shall it affect our right to subsequently enforce that provision.
  • We may provide any notice required under these Terms by sending an email to each User (“Notice”).
  • We may amend or vary these Terms at our sole discretion by giving reasonable Notice, and the varied Terms are to take effect immediately upon Notice being given. Your continued use of the Application after any variation of these Terms will be deemed to constitute your acceptance of the varied Terms. If you do not accept the varied Terms, please discontinue your use of the Application.
  • These Terms, together with the Privacy Policy, constitute the entire agreement between you and us and supersede any prior versions of these Terms and all other communications whether oral or written, express or implied.

Changes to this policy

You can review the most current version of the Terms and Conditions at any time at this page.

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms and Conditions. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms and Conditions constitutes acceptance of those changes.

Due to the nature of digital goods, we recognize that this policy can be abused, and reserve the right to refuse refunds if we determine the refund policy is being taken advantage of.

Contact us

Questions about these Terms and Conditions should be sent to us at contact@zenplates.co.