Atlas — Terms and Conditions

Effective date: 27 July 2026

1. What these terms cover

These terms govern your purchase and use of Atlas, a theme for Zendesk Guide help centers, distributed through the Zendesk Marketplace. By purchasing or installing Atlas you agree to them. They are an agreement between you and Elade – Mateusz Kamiński ("we", "us"), a sole proprietorship registered in Poland; our full details are in §16, and support@elade.io reaches us for anything in this document.

Atlas is sold to organisations for use in their business. It is not offered to consumers: it only works on a paid Zendesk plan that supports custom Guide themes, and the buyer is the organisation operating that help center. If you are buying as a private individual for private purposes, do not purchase — write to us instead.

We are not affiliated with, endorsed by, or acting on behalf of Zendesk, Inc. Your use of Zendesk itself is governed by your own agreement with Zendesk.

2. What you are buying

A licence to use the theme. You are not buying ownership of it. The full licence text ships with the theme as LICENSE; these terms and that licence are meant to be read together, and if they ever conflict, these terms govern.

Standard licence — install and use the theme on the purchasing Zendesk account, configured through the theme's settings panel. Zendesk makes Standard licences account-wide, so the same theme can be installed on every help center and brand belonging to that account. No access to the editable source code.

Developer licence — the same, plus access to the source code so you can modify it. Zendesk makes this licence type available to customers on Guide Professional and higher only. If you edit the code, Zendesk can no longer update the theme for you — see §7.

A licence covers one Zendesk account. If you build or run help centers for clients on their own Zendesk accounts, each account needs its own licence.

3. What you may not do

Resell, sublicense, redistribute or publish the theme or its source code, in whole or in substantial part, whether modified or not.
Use it, or a substantial part of it, to create a competing theme for sale or free distribution.
Remove or obscure copyright and licence notices in the source, including those of third-party components.
Share the source of a Developer licence outside your organisation or the contractors working on your help center.

Modifying the theme for your own help centers is expressly permitted under a Developer licence.

We do not build licence checks into the theme. Atlas contains no code that calls our servers, verifies a key, or reports on your installation — we have no servers involved in it at all. This clause relies on your good faith, and on the Marketplace's own controls.

4. Delivery and payment

The theme is a digital product delivered through the Zendesk Marketplace. Payment is processed by Stripe on our behalf; we never receive or store your full card number. Prices are shown in USD, and VAT or other sales tax is calculated and collected at checkout where required.

We are registered for EU VAT under PL7432044462. If you are a VAT-registered business in another EU member state, supply your VAT identification number at checkout: the sale is then invoiced under the reverse-charge mechanism and you account for VAT in your own country. Buyers outside the EU are invoiced without EU VAT.

Purchase is one-time. There is no subscription and no recurring charge.

Atlas is offered with a 14-day trial inside your own help center before purchase, run through the Marketplace. The trial installs the theme so you can preview it against your real content, but Zendesk's Marketplace rules apply to it: during the trial you cannot set the theme live and you have no access to the source code, and when the trial expires the theme is locked in your account until it is purchased. Source code under a Developer licence is delivered after purchase.

5. Refunds

The trial lets you install Atlas in your own help center and evaluate it against your real content before paying. Because of that, purchases are final and we do not refund a change of mind, a decision to use a different theme, or a plan or budget change on your side.

We will refund you in full in these cases, if you write to support@elade.io within 30 days of purchase:

Duplicate purchase — you bought the same licence twice for the same organisation.
A defect we cannot fix — the theme fails to install on a supported plan, or a documented feature does not work, and we cannot resolve it within a reasonable time after you report it.
Materially not as described — the theme lacks something the listing or documentation says it has.

We do not refund problems that fall outside the theme itself: modifications you or a third party made to the code, conflicts with other apps or scripts in your help center, Zendesk platform faults or plan limits, or a purchase made on a plan that does not support custom themes (§8 asks you to check this first).

If mandatory consumer-protection law applies to your purchase despite §1, nothing in this section limits the rights it gives you.

6. Support

Support is included for 180 days from your purchase, by e-mail at support@elade.io, on business days, with a target first response within two business days.

Support covers installation, theme settings, defects in the theme, and compatibility with supported Zendesk plans.

Support does not cover custom development, design work, modifications you or third parties made to the code, problems caused by other apps or scripts in your help center, or Zendesk platform issues outside the theme.

After 180 days you are still welcome to write. We continue to help with current versions whenever capacity allows, but only the first 180 days carry the response-time and coverage commitment above. Updates are not affected by this window; they are covered by §7 and do not stop when support does.

Atlas is maintained by a small team, and support is a human answering e-mail rather than a staffed desk. We say this plainly so the expectation is right from the start.

7. Updates

We may publish updates that fix defects, follow changes to the Zendesk Templating API, or add features. Updates are free for as long as Atlas is listed on the Marketplace — there is no maintenance fee, no renewal, and no expiry on your licence.

How they reach you is Zendesk's mechanism, not ours, and it is worth knowing before you buy:

When we publish a new version, Zendesk shows a notification on the Themes page in Knowledge admin.
You apply the update yourself. It is not automatic, and nothing changes in your help center until you choose to update.
If you have edited the theme's code, Zendesk blocks the update. This is a platform rule protecting your changes, not a restriction we impose. If you intend to customise the code, Zendesk's own advice is to duplicate the theme and edit the copy, keeping the original updatable.

We do not promise updates indefinitely. If we discontinue the theme, we will say so on the listing; your existing installation keeps working, but we may stop issuing updates.

8. Requirements

Atlas requires a Zendesk plan that supports custom Guide themes — in current Zendesk pricing that means Suite Professional or higher (or Suite Growth, if your account still has that plan). Custom themes are not available on Suite Team.

Some blocks depend on optional Zendesk features — Service Catalog and Approvals — and hide themselves when those are not configured.

Supported browsers are Chrome and Edge 99+, Safari 15.4+, and Firefox 99+. Older browsers may lose decorative effects without losing content or functionality.

You are responsible for checking that your plan supports custom themes before purchasing. The 14-day trial is the place to confirm it.

9. Third-party components

Atlas includes third-party components, each under its own licence. The licence texts are reproduced in the theme package and listed in full in THIRD_PARTY_NOTICES.md:

Portions derived from Zendesk's Copenhagen theme — Apache License 2.0
Zendesk Garden components — Apache License 2.0
CKEditor 5, bundled via Zendesk's @zendesk/help-center-wysiwyg package — proprietary, under Zendesk's CKEditor 5 licence
border-beam effect — MIT License
Mona Sans, Commit Mono and Instrument Serif typefaces — SIL Open Font License 1.1
Simple Icons social glyphs — CC0 1.0 Universal (public domain)

Not all of these are open source. CKEditor 5 in particular is not: Zendesk licenses it to its own subscribers whose plan includes custom help center themes, solely for use inside such themes. That right runs from your Zendesk subscription, not from us — buying Atlas neither grants it nor takes it away, and it ends if your Zendesk subscription does. The rich-text comment editor is the only part of Atlas that depends on it; Zendesk's own Copenhagen theme ships the same component for the same reason.

The Simple Icons glyphs are in the public domain, but each mark remains the trademark of its owner. Atlas ships them only as link affordances for URLs you supply, and implies no endorsement by or affiliation with those networks.

These licences continue to apply to those components, and nothing in this document restricts the rights they grant you.

10. Warranty

We warrant that Atlas performs substantially as described in the listing and documentation, on supported Zendesk plans, at the time of purchase. §5 says what happens if it does not.

Beyond that the theme is provided "as is", and we give no other warranties, express or implied, including of merchantability or fitness for a particular purpose. In particular we do not warrant that it will be uninterrupted or error-free, that it will suit a purpose you have not described to us, or that it will remain compatible with future changes Zendesk makes to its platform.

You are responsible for your own content, your help center configuration, and your compliance obligations towards your own users.

11. Liability

To the extent permitted by law, our total liability arising from or connected with Atlas is limited to the amount you paid for it.

We are not liable for indirect or consequential loss, including lost profits, lost data, lost goodwill, or business interruption.

Nothing here excludes or limits liability for death or personal injury caused by our negligence, for damage caused intentionally or by gross negligence, or for any other liability that cannot lawfully be excluded.

12. Your own obligations as an operator

Atlas renders your help center's content, and your help center runs on Zendesk. What visitors see, what data your help center collects, and what you must disclose to your own users remain yours — see the Privacy Policy, which explains what the theme sends, stores and loads. Atlas sends nothing to Elade and includes no analytics, telemetry or licence check.

13. Termination

The licence ends if you materially breach these terms — in particular by redistributing the theme or its source. On termination you must stop using Atlas and remove it from your help centers. §11 and §9 survive termination.

14. Changes to these terms

We may update these terms for future purchases. The version in force on the day you purchased continues to govern that purchase; we do not apply changes retroactively. Each version carries the effective date shown at the top.

15. Governing law and disputes

These terms are governed by the law of Poland. Disputes fall to the court having jurisdiction over our registered place of business in Lidzbark Warmiński, Poland.

Before going to court, please write to support@elade.io. Most things we can fix or refund faster than either of us can file anything.

16. Contact

Elade – Mateusz Kamiński
ul. 11 Listopada 6/8A, 11-100 Lidzbark Warmiński, Poland
NIP PL7432044462
support@elade.io