Policy on user support and support packages for Imprion PoS software

I. GENERAL PROVISIONS

Article 1

(Purpose of the policy)

(1) With these regulations, the Provider regulates the conditions, scope, method of implementation and billing of user support when using the Imprion PoS software (hereinafter: Software), including the terms of ordering and using user support packages (hereinafter: Packages).

(2) These regulations are an integral part of the contractual relationship between the Provider and the client of the Software (hereinafter: the Client) and are used together with the Provider's general terms and conditions of business and any individually concluded contract. In the event of a discrepancy between the provisions of this rulebook and the provisions of the individually concluded contract, the provisions of the individually concluded contract shall apply.

(3) These regulations are publicly published on the Provider's website. By ordering the Package or submitting an individual request for user support, the Subscriber confirms that he is familiar with these regulations and that he fully agrees to them.

Article 2

(Meaning of terms)

Terms used in this policy have the following meanings:

User support is the professional assistance of the Provider in the substantive use of the Software, which includes the execution or assistance in the execution of tasks that the Subscriber can otherwise perform on his own through the Software's user interface. User support is not technical support.

Technical support is the elimination of errors in the operation of the Software, elimination of outages, interventions in the database, maintenance of hardware, installation of updates, configuration of the system environment and similar tasks of a technical nature. Technical support is not subject to this policy and is regulated separately.

Codes are sets of master data in the Software, in particular: products or items, prices and price lists, discounts and campaigns, tax rates, groups and categories of products, suppliers, customers, employees and their rights, means of payment, business units, cash registers, tax cashier settings in the part that refers to master data, and other comparable sets of data.

A delivery note is one (1) received document from the supplier (delivery note, acceptance note or invoice with delivery note characteristics), which is entered into the Software as one acceptance document.

The package is a monthly subscription to user support in the scope and at the price specified in this policy.

Working hours are from Monday to Friday between 8:00 a.m. and 4:00 p.m., except on public holidays and public holidays in the Republic of Slovenia, as determined by the Act on Public Holidays and Public Holidays in the Republic of Slovenia.

Outside working hours are Monday through Friday before 8:00 a.m. and after 4:00 p.m.

Working days off are Saturdays, Sundays and holidays and working days off in the Republic of Slovenia.

The billing unit is five (5) minutes of actual customer support work performed.

A request is an individual request of the Subscriber for the implementation of user support, submitted in the manner referred to in Article 9 of these regulations.

II. SCOPE OF USER SUPPORT

Article 3

(User Support Content)

(1) User support includes, in particular, the following tasks, which are performed by the Provider at the order of the Subscriber on his behalf and for his account:

a) editing and changing sales prices, price lists, discounts and promotions;

b) entering, editing, deactivating and deleting products and their properties;

c) arranging groups, categories and classification of products;

d) input and editing of employees, their user accounts and rights;

e) input and editing of suppliers and buyers;

f) entry of received delivery notes and acceptance documents;

g) assistance and advice in the use of individual functionalities of the Software;

h) other comparable tasks within the regular business of the Client.

(2) As a rule, user support is carried out remotely, via remote access, telephone, e-mail or other agreed communication channels. Implementation at the Customer's location is not subject to these regulations and is charged separately according to the valid price list of the Provider, including travel costs.

Article 4

(Exclusions from customer support)

(1) In particular, the following tasks are not included in user support according to these regulations:

a) technical support within the meaning of Article 2 of these regulations;

b) initial system setup, initial installation, initial data import and data migration from other systems;

c) mass imports or mass changes of data that exceed the scope specified in VI. chapter of this regulation (fair use policy);

d) making customizations, additional functionalities, integrations or customized reports;

e) accounting, tax, legal or business consulting services;

f) substantive decision-making on the Customer's business data (e.g. determining the level of prices, margins, discounts or standards);

g) training and education in an organized form;

h) editing data in third-party systems.

(2) The Provider can perform the tasks from the previous paragraph on the basis of a special order and a separate offer.

Article 5

(Responsibility for data content)

(1) When providing user support, the Provider acts as the executor of the Customer's instructions. The Client is solely responsible for the content correctness, completeness, legality and up-to-dateness of the data provided to the Provider.

(2) The Provider does not check the correctness of the content of the data provided and is not responsible for the consequences of entering incorrect, incomplete or illegible data provided by the Client.

(3) The client is obliged to inspect the completed work without delay, but at the latest within eight (8) working days from the notification of the execution. Complaints submitted after this deadline are not binding on the Provider.

III. USER SUPPORT PACKAGES

Article 6

(Types of packages)

(1) The Provider offers two mutually independent groups of Packages:

1. Package A – Support for editing code books

2. Package B - Delivery note entry support divided into three (3) versions based on monthly volume.

(2) The customer can order Package A, Package B or both at the same time. The two packages are not mutually exclusive and do not add up to the total quota.

Article 7

(Package A – Support in editing code books)

(1) Package A includes the implementation of tasks from points a) to e) and g) of the first paragraph of Article 3 of these regulations.

(2) The monthly subscription for Package A is EUR 25.00 excluding VAT.

(3) Package A does not include delivery notes and acceptance documents. These tasks are the subject of Package B or, if the Client does not have Package B, they are billed according to Article 10 of these regulations.

(4) Package A is used within the expected scope defined in Article 15 of these regulations.

Article 8

(Package B – Support for entering delivery notes)

(1) Package B includes the entry of received delivery notes and acceptance documents into the Software, including the reconciliation of purchase prices and stocks based on the entered documents.

(2) Package B is available in the following versions:

(3) One received document is considered as one (1) delivery note, which contains a maximum of 50 items (lines). A document comprising more than 50 items shall be counted for quota purposes as the number of deliveries obtained by dividing the number of items by 50, with the result rounded up to a whole number.

(4) Unused quota of Package B is not carried over to the next billing period and is not paid out in cash.

(5) If the Subscriber exceeds the quota of Package B1 or B2 in an individual accounting period, delivery notes that exceed the quota are billed at a price of EUR 2.00 excluding VAT for each exceeding delivery note. Instead, the Provider may propose to the Subscriber to switch to a higher version of the Package with effect from the next billing period.

(6) Version B3 is used within the expected scope defined in Article 16 of these regulations.

Article 9

(Ordering and submission of requests)

(1) The client submits the Request through the following channels:

a) e-mails to the address support{'@'}imprion.io;

b) a phone call to the Provider's official phone number +386 2 292 8900, during Business Hours.

(2) The request must contain information that enables the Provider to carry out without additional inquiries, in particular: the name of the Client and business unit, a precise description of the desired change and all necessary documentation (e.g. legible scanogram or photo of the delivery note, list of products and prices in electronic form).

(3) The Provider may refuse to consider a Request that is incomplete, unclear or based on illegible documentation, until the Client corrects the deficiencies. Time spent retrieving missing data is counted as customer support time.

(4) Claims submitted through other channels (e.g. personal messages, SMS messages, social networks, calls to the personal telephone numbers of the Provider's employees) do not bind the Provider.

Article 10

(Response and implementation deadlines)

(1) The Provider processes Claims in the order of receipt, during Business Hours.

(2) The Provider shall endeavor to confirm the Request within one (1) business day of receipt and to implement it within two (2) business days of receipt of the complete Request, whereby the stated deadlines represent an indicative effort and not a guaranteed service level (SLA).

(3) Requests received outside of Business Hours or on non-working days are considered received at the beginning of the next Business Hours.

(4) Guaranteed service levels with shorter deadlines can be agreed with a separate contract and billed separately.

IV. USER SUPPORT WITHOUT SUBSCRIBE PACKAGE

Article 11

(Billing according to time spent)

(1) The Provider still provides user support to subscribers who have not ordered a suitable Package, but this is billed according to the time actually spent according to the following items:

(2) The billing unit is five (5) minutes. Each started Billing Unit is billed as a whole. The minimum billing for each Request is one (1) Billing Unit.

(3) Spent time includes all the time that the Provider devotes to handling the Request, including preparation, communication with the Client, obtaining missing data, implementation and control of the implemented.

(4) If the implementation of an individual Request extends over several time zones from the first paragraph of this article, each part of the time will be charged according to the rate applicable to that time zone.

(5) User support outside of working hours and on working days off is provided exclusively on the basis of prior express agreement and according to the Provider's availability. The Provider is not obliged to provide user support outside of Business Hours.

Article 12

(Relationship between the Package and billing by time)

(1) Tasks that are not covered by the Subscriber's Package in terms of type or scope are billed according to Article 11 of these regulations, unless a different bill is expressly determined for excess delivery notes according to the fifth paragraph of Article 8.

(2) User support performed outside of Business Hours is not included in any of the Packages and is always billed according to Article 11 of these regulations, regardless of the ordered Package.

V. SUBSCRIPTION, INVOICING AND PAYMENT TERMS

Article 13

(Conclusion, duration and termination)

(1) The package is ordered in writing or by calling the Provider's official phone number, specified in point b) of the first paragraph of Article 9 of these regulations. E-mail is also considered a written form.

(2) The Provider confirms the order submitted by telephone to the Subscriber in writing, usually by e-mail, stating the ordered Package, the price and the effective date. If the Customer does not object to the confirmation within three (3) working days of its receipt, it is considered that the contents of the order have been correctly summarized and that the order has been validly concluded.

(3) The package is concluded for an indefinite period, with a monthly billing period that corresponds to the calendar month.

(4) If the Package is ordered during the month, the subscription for the first month is calculated in proportion to the number of remaining days in the month, and the delivery note quota is proportionally reduced and rounded up to the whole delivery note.

(5) Each contracting party may cancel the Package without giving a reason, with a written notice sent no later than the last day of the current calendar month. The cancellation takes effect on the first day of the following calendar month.

(6) The transition to a higher version of the Package takes effect immediately or on the date agreed between the parties. The transition to a lower version of the Package takes effect on the first day of the following calendar month.

(7) Cancellation of the Package does not mean cancellation of the license relationship for the Software or any technical maintenance contract.

Article 14

(Prices, invoicing and payment)

(1) All prices in these regulations are expressed in EUR and do not include value added tax. VAT is calculated at the applicable rate.

(2) The subscription for the Package is billed monthly in retrospect, after the end of the billing period. Services are billed in the same way according to time spent and any excess.

(3) The payment deadline is indicated on the invoice. In the event of late payment, the Provider shall charge statutory late payment interest.

(4) The provider keeps records of services rendered and time spent. An extract from this record is considered a reliable basis for billing. The subscriber can request a statement with each invoice.

(5) The provider reserves the right to change prices. The price change shall be published on the website and shall be notified to the Subscriber at least thirty (30) days prior to its implementation. If the Subscriber does not agree to the change, the Package can be canceled with effect from the day the new price comes into force.

(6) If the Subscriber is more than thirty (30) days in arrears with payment, the Provider may, after prior warning, suspend the implementation of user support until all overdue obligations are settled.

VI. FAIR USE POLICY

Article 15

(Fair Use Policy for Package A - coders)

(1) Package A is designed to cover the usual, recurring needs of the Subscriber in the maintenance of code books as part of its regular business. The package is not a substitute for project work, for the systematic transfer of administrative work from the Client to the Provider, nor for the initial establishment or comprehensive renovation of databases.

(2) The usual and expected scope of use of Package A is considered to be the use which, in a single calendar month, generally does not exceed: a) one (1) hour of actually performed user support work, and b) ten (10) Requests.

(3) The values from the previous paragraph are for reference and do not represent a hard quota. The provider uses them as a starting point for assessing whether it is a use within the normal scope.

(4) In particular, the following are considered to be use that is not in accordance with the fair use policy: a) systematic and permanent exceeding of the value from the second paragraph of this article in two (2) or more consecutive accounting periods; b) a one-off intervention of a larger scale, which by nature represents project work (e.g. a comprehensive renewal of the price list, import or takeover of the entire assortment, data migration, mass renaming or reclassification of products); c) use of the Package for several legal or natural persons, business entities or business units that are not included in the order of the Package; d) submission of Requests in a form that systematically requires a disproportionate manual effort from the Provider (e.g. manual copying from illegible sources when an electronic source is available); e) submission of Requests for a purpose that is not related to the regular use of the Software.

Article 16

(Fair Use Policy for Package B3 - Unlimited Delivery Notes)

(1) The designation "unlimited" in version B3 means that the Customer is not subject to a pre-determined numerical quota of delivery notes, assuming a use comparable to the usual volume of delivery notes received by a business entity of comparable size and activity.

(2) The normal and expected scope of use of version B3 is considered to be a use that does not, as a rule, exceed one hundred and fifty (150) delivery notes in a single calendar month, calculated taking into account the third paragraph of Article 8 of these regulations.

(3) In particular, the following are considered to be use that is not in accordance with the fair use policy: a) systematically exceeding the value from the second paragraph of this article in two (2) or more consecutive billing periods; b) use of the Package to enter delivery notes of several business entities, business units or affiliated companies that are not included in the Package order; c) transmission of delivery notes in a form that prevents or significantly complicates effective processing (illegible or incomplete scanograms, handwritten documents without supporting data, photos of poor quality), when electronic or structured sources are available to the Customer; d) one-time transmission of a large number of accumulated delivery notes for the past, which refer to the periods before the conclusion of the Package; e) redirecting the entire purchasing administration of the Customer to the Provider without prior agreement on the scope.

(4) The provider can process the delivery notes received in one package spread over several working days, so that the uninterrupted performance of services for all subscribers is ensured.

Article 17

(Measures in case of violation of fair use policy)

(1) If the Provider determines that the use of the Package exceeds the scope of fair use from Article 15 or 16 of these regulations, it shall inform the Customer thereof in writing and provide him with an explanation of the scope of use.

(2) The Subscriber has fifteen (15) days from the receipt of the notification from the previous paragraph to harmonize its use with the provisions of these regulations or to agree with the Provider on an appropriate version of the Package or individual conditions.

(3) If the Client does not coordinate the usage within the deadline from the previous paragraph and an individual agreement is not reached, the Provider may: a) exceed the scope of billing at the prices from Article 11 of these regulations, of which the Client is notified in advance; or b) Classifies the Subscriber into a higher version of the Package or offers him an individual offer, with effect from the next accounting period; or c) in case of repeated or more serious violations, cancel the Package with thirty (30) days' notice.

(4) Before applying the measures from the previous paragraph, the Provider acts reasonably and proportionately and takes into account possible one-off, seasonal or extraordinary fluctuations in the Client's business. Exceeding the benchmarks once does not in itself constitute a violation of the fair use policy.

(5) Due to a violation of the fair use policy, the Provider will not retroactively bill for the services it has already performed within the Package, unless the Subscriber achieved the scope of use by deception or by concealing the facts referred to in point c) of the fourth paragraph of Article 15 or point b) of the third paragraph of Article 16.

VII. OBLIGATIONS OF THE CUSTOMER

Article 18

(Participation of the Client)

(1) The Client is obliged to: a) Provide the Provider with all data, documentation and access necessary for the implementation of the Request in a timely manner; b) ensure and maintain working access to the Software with appropriate rights for the Provider's contractors; c) determine the contact person authorized to submit Requests and inform the Offeror of any change; d) transmit documents in legible form and, when possible, in electronic or structured form; e) review the completed work within the period referred to in the third paragraph of Article 5 of these regulations.

(2) Delays caused by non-fulfillment of obligations from the previous paragraph shall not be borne by the Provider and shall not affect the obligation to pay the subscription.

(3) The client guarantees that the persons submitting the Requests are duly authorized to do so. The Provider is not obliged to check the internal authorizations of the Client.

VIII. RESPONSIBILITY

Article 19

(Limitation of liability)

(1) The provider is responsible for the careful and professional execution of the ordered tasks in accordance with the rules of the profession.

(2) The Provider is not responsible for damage caused by: a) incorrect, incomplete or misleading information or instructions of the Client; b) interventions by the Client or third parties in the data after the execution of the Request; c) outages, errors or limitations in the operation of the Software, third-party systems, electronic communications or power supply; d) force majeure or other circumstances beyond the reasonable control of the Provider.

(3) The provider is not responsible for indirect damage, lost profit, loss of revenue, loss of data, business opportunities or reputation.

(4) The total liability of the Provider for the provision of user support is limited to the sums paid by the Subscriber for this purpose in the period of the last twelve (12) months before the occurrence of the damage event.

(5) Limitations of liability from this article apply to the extent permitted by compulsory regulations.

Article 20

(Data protection and confidentiality)

(1) When providing user support, the Provider processes personal data in the role of a processor for the Subscriber as an administrator, namely exclusively according to the Subscriber's instructions and to the extent necessary for the performance of the service, in accordance with Regulation (EU) 2016/679 (GDPR) and applicable national legislation.

(2) The details of the processing of personal data are governed by the contract on the processing of personal data concluded between the Provider and the Client.

(3) Both parties to the contract are obliged to keep confidential all business data that they become aware of during the provision of services according to these regulations, namely for the duration of the relationship and five (5) years after its termination.

(4) The provider may use subcontractors for the provision of services, whereby he is responsible for their work as for his own and ensures the same level of data protection.

IX. FINAL PROVISIONS

Article 21

(Changes to the policy)

(1) The provider reserves the right to amend these regulations. It publishes the changes on its website.

(2) The Provider shall notify the Subscribers of significant changes at least thirty (30) days before their implementation, by e-mail or through the Software.

(3) If the Subscriber does not agree to the changes, the Package may be canceled with effect from the day the changes take effect. If the Subscriber does not cancel the Package within this period and continues to use it, it is considered that he agrees with the changes.

Article 22

(Dispute resolution and application of law)

(1) The law of the Republic of Slovenia shall apply to relationships that are not governed by these regulations.

(2) The parties will resolve any disputes amicably. If an agreement is not reached, the court in Maribor is competent to resolve the dispute.

Article 23

(Enforcement)

(1) This regulation enters into force and is applied on 27 July 2026.

(2) This rulebook also applies to relationships concluded before its entry into force, namely from the first accounting period that begins after its entry into force.

APPENDIX 1: SUMMARY OF THE PRICE LIST

All prices are in EUR without VAT.

Support packages (monthly subscription)

User support without a package

Excesses

IMPRION d.o.o.

Maribor, 27 July 2026