Policy on User Support and Support Packages for the Imprion PoS Software

I. GENERAL PROVISIONS

Article 1

(Purpose of these Rules)

(1) By these Rules the Provider governs the conditions, scope, manner of performance and charging of user support in the use of the Imprion PoS software (hereinafter: the Software), including the conditions for ordering and using user support packages (hereinafter: the Packages).

(2) These Rules form an integral part of the contractual relationship between the Provider and the customer of the Software (hereinafter: the Customer) and apply together with the Provider's general terms and conditions of business and with any individually concluded agreement. In the event of any discrepancy between the provisions of these Rules and the provisions of an individually concluded agreement, the provisions of the individually concluded agreement shall prevail.

(3) These Rules are published publicly on the Provider's website. By ordering a Package or by submitting an individual user support request, the Customer confirms that it is acquainted with these Rules and that it fully accepts them.

Article 2

(Meaning of terms)

The terms used in these Rules have the following meaning:

User support is the Provider's professional assistance with the substantive use of the Software, comprising the performance of, or assistance with the performance of, tasks that the Customer could otherwise carry out itself through the Software's user interface. User support is not technical support.

Technical support is the remedying of defects in the operation of the Software, the remedying of outages, interventions in the database, hardware maintenance, the installation of updates, the configuration of the system environment and similar tasks of a technical nature. Technical support is not the subject of these Rules and is governed separately.

Master data are the sets of master data in the Software, in particular: products or items, prices and price lists, discounts and promotions, tax rates, product groups and categories, suppliers, buyers, employees and their permissions, means of payment, business units, cash registers, fiscal cash register settings in the part relating to master data, and other comparable sets of data.

A delivery note is one (1) received supplier document (a delivery note, a goods receipt note or an invoice having the characteristics of a delivery note) that is entered into the Software as a single goods receipt document.

A Package is a monthly subscription to user support in the scope and at the price specified in these Rules.

Working hours are the hours from Monday to Friday between 8.00 and 16.00, except on public holidays and non-working days in the Republic of Slovenia as determined by the Public Holidays and Non-Working Days in the Republic of Slovenia Act.

Outside working hours means the time from Monday to Friday before 8.00 and after 16.00.

Non-working days are Saturdays, Sundays and public holidays and non-working days in the Republic of Slovenia.

A billing unit is five (5) minutes of user support work actually performed.

A Request is an individual request by the Customer for the performance of user support, submitted in the manner set out in Article 9 of these Rules.

II. SCOPE OF USER SUPPORT

Article 3

(Content of user support)

(1) User support comprises in particular the following tasks, which the Provider performs at the Customer's order, in the Customer's name and for the Customer's account:

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

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

c) editing product groups, categories and classifications;

d) entering and editing employees, their user accounts and permissions;

e) entering and editing suppliers and buyers;

f) entering received delivery notes and goods receipt documents;

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

h) other comparable tasks within the scope of the Customer's ordinary business operations.

(2) User support is as a rule performed remotely, by means of remote access, telephone, electronic mail or other agreed communication channels. Performance at the Customer's premises is not the subject of these Rules and is charged separately in accordance with the Provider's applicable price list, including travel costs.

Article 4

(Exclusions from user support)

(1) User support under these Rules does not include, in particular, the following tasks:

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

b) the initial setting up of the system, the initial installation, the initial data import and the migration of data from other systems;

c) bulk imports or bulk data changes exceeding the scope specified in Chapter VI of these Rules (fair use policy);

d) the development of customisations, additional functionalities, integrations or bespoke reports;

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

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

g) training and education in an organised form;

h) editing data in third-party systems.

(2) The Provider may perform the tasks referred to in the preceding paragraph on the basis of a separate order and a separate quotation.

Article 5

(Responsibility for the content of data)

(1) In performing user support, the Provider acts as the executor of the Customer's instructions. The Customer is solely responsible for the substantive accuracy, completeness, lawfulness and currency of the data it provides to the Provider.

(2) The Provider does not verify the substantive accuracy of the data provided and is not liable for the consequences of entering incorrect, incomplete or illegible data provided by the Customer.

(3) The Customer is obliged to review the work performed without delay, and no later than within eight (8) working days of notification of its performance. Complaints submitted after that 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 with master data maintenance

2. Package B – Support with the entry of delivery notes, which is divided into three (3) variants according to monthly volume.

(2) The Customer may order Package A, Package B or both at the same time. The Packages are not mutually exclusive and their volumes are not aggregated into a combined quota.

Article 7

(Package A – Support with master data maintenance)

(1) Package A comprises the performance of the tasks set out in points a) to e) and g) of the first paragraph of Article 3 of these Rules.

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

(3) Package A does not include the entry of delivery notes and goods receipt documents. Those tasks are the subject of Package B or, if the Customer does not have Package B, are charged in accordance with Article 10 of these Rules.

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

Article 8

(Package B – Support with the entry of delivery notes)

(1) Package B comprises the entry of received delivery notes and goods receipt documents into the Software, including the reconciliation of purchase prices and stock levels on the basis of the documents entered.

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

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

(4) Any unused quota under Package B is not carried over to the following billing period and is not paid out in cash.

(5) If in an individual billing period the Customer exceeds the quota of Package B1 or B2, the delivery notes exceeding the quota are charged at a price of EUR 2.00 excl. VAT for each excess delivery note. The Provider may instead propose to the Customer an upgrade to a higher Package variant with effect from the following billing period.

(6) Variant B3 is used within the expected volume defined in Article 16 of these Rules.

Article 9

(Ordering and submission of requests)

(1) The Customer submits a Request through the following channels:

a) electronic mail to the address podpora{'@'}imprion.io;

b) a telephone call to the Provider's official telephone number +386 2 292 8900, during Working hours.

(2) A Request must contain the information enabling the Provider to carry it out without further enquiries, in particular: the name of the Customer and of the business unit, a precise description of the desired change, and all necessary documentation (e.g. a legible scan or photograph of the delivery note, a list of products and prices in electronic form).

(3) The Provider may refuse to process a Request that is incomplete, unclear or based on illegible documentation until the Customer has remedied the deficiencies. Time spent obtaining the missing information counts as time spent performing user support.

(4) Requests submitted through other channels (e.g. personal messages, SMS messages, social networks, calls to the personal telephone numbers of the Provider's employees) are not binding on the Provider.

Article 10

(Response and performance deadlines)

(1) The Provider processes Requests in the order in which they are received, during Working hours.

(2) The Provider endeavours to confirm a Request within one (1) working day of its receipt and to carry it out within two (2) working days of receipt of a complete Request, whereby the stated deadlines represent an indicative endeavour and not guaranteed service levels (SLA).

(3) Requests received outside Working hours or on non-working days are deemed to have been received at the beginning of the next Working hours.

(4) Guaranteed service levels with shorter deadlines may be agreed by a separate agreement and are charged separately.

IV. USER SUPPORT WITHOUT AN ORDERED PACKAGE

Article 11

(Charging by time spent)

(1) For Customers who have not ordered an appropriate Package, the Provider still provides user support, but it is charged according to the time actually spent, at the following rates:

(2) The Billing unit is five (5) minutes. Every Billing unit commenced is charged as a whole unit. The minimum charge per individual Request is one (1) Billing unit.

(3) Time spent includes all the time the Provider devotes to processing a Request, including preparation, communication with the Customer, obtaining missing information, performance and verification of the work performed.

(4) If the performance of an individual Request extends across several of the time bands referred to in the first paragraph of this Article, each part of the time is charged at the rate applicable to that time band.

(5) User support outside Working hours and on non-working days is provided exclusively on the basis of prior express agreement and subject to the Provider's availability. The Provider is not obliged to provide user support outside Working hours.

Article 12

(Relationship between a Package and charging by time)

(1) Tasks not covered by the Customer's Package either by type or by volume are charged in accordance with Article 11 of these Rules, unless a different method of charging is expressly provided for excess delivery notes under the fifth paragraph of Article 8.

(2) User support performed outside Working hours is not included in any of the Packages and is always charged in accordance with Article 11 of these Rules, irrespective of the Package ordered.

V. SUBSCRIPTION FEE, BILLING AND PAYMENT TERMS

Article 13

(Conclusion, duration and termination)

(1) A Package is ordered in written form or by a telephone call to the Provider's official telephone number stated in point b) of the first paragraph of Article 9 of these Rules. Electronic mail also counts as written form.

(2) The Provider confirms an order placed by telephone to the Customer in writing, as a rule by electronic mail, stating the Package ordered, the price and the date of entry into effect. If the Customer does not object to the confirmation within three (3) working days of receiving it, the content of the order is deemed to have been correctly summarised and the order is deemed to have been validly concluded.

(3) A Package is concluded for an indefinite period, with a monthly billing period corresponding to the calendar month.

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

(5) Either contracting party may terminate the Package without stating a reason, by written notice sent no later than the last day of the current calendar month. Termination takes effect on the first day of the following calendar month.

(6) An upgrade to a higher Package variant takes effect immediately or on the date agreed between the parties. A downgrade to a lower Package variant takes effect on the first day of the following calendar month.

(7) Termination of a Package does not constitute termination of the licence relationship for the Software, nor of any technical maintenance agreement.

Article 14

(Prices, issuing of invoices and payment)

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

(2) The subscription fee for a Package is charged monthly in arrears, after the end of the billing period. Services charged by time spent and any excess volumes are charged in the same manner.

(3) The payment deadline is stated on the invoice. In the event of late payment, the Provider charges statutory default interest.

(4) The Provider keeps records of the services performed and of the time spent. A printout of those records is deemed to be an authentic basis for charging. The Customer may request such a printout with each invoice.

(5) The Provider reserves the right to change prices. It publishes price changes on its website and notifies the Customer thereof at least thirty (30) days before they enter into effect. If the Customer does not agree with the change, it may terminate the Package with effect on the date on which the new price enters into effect.

(6) If the Customer is more than thirty (30) days in default with payment, the Provider may, after a prior reminder, suspend the provision of user support until all overdue obligations have been settled.

VI. FAIR USE POLICY

Article 15

(Fair use policy for Package A – master data)

(1) Package A is designed to cover the Customer's ordinary, recurring needs in maintaining master data within the scope of its ordinary business operations. The Package is not a substitute for project work, for the systematic transfer of the Customer's administrative work to the Provider, nor for the initial setting up or comprehensive overhaul of databases.

(2) The ordinary and expected volume of use of Package A is deemed to be use that in an individual calendar month does not, as a rule, exceed: a) one (1) hour of user support work actually performed, and b) ten (10) Requests.

(3) The values referred to in the preceding paragraph are indicative and do not constitute a hard quota. The Provider uses them as a starting point for assessing whether the use falls within the ordinary volume.

(4) Use that is not in accordance with the fair use policy is deemed to be, in particular: a) systematic and continuous exceeding of the values referred to in the second paragraph of this Article in two (2) or more consecutive billing periods; b) a one-off intervention of a larger scope that by its nature constitutes project work (e.g. a comprehensive overhaul of a price list, the import or takeover of an entire product assortment, data migration, bulk renaming or reclassification of products); c) use of the Package for several legal or natural persons, business entities or business units not covered by the Package order; d) the submission of Requests in a form that systematically requires disproportionate manual effort from the Provider (e.g. manual transcription from illegible sources where an electronic source is available); e) the submission of Requests for a purpose unrelated to the ordinary use of the Software.

Article 16

(Fair use policy for Package B3 – unlimited delivery notes)

(1) The designation "unlimited" for variant B3 means that no predetermined numerical quota of delivery notes applies to the Customer, on the assumption of use comparable to the ordinary volume of delivery notes received by a business entity of comparable size and activity.

(2) The ordinary and expected volume of use of variant B3 is deemed to be use that in an individual calendar month does not, as a rule, exceed one hundred and fifty (150) delivery notes, calculated taking into account the third paragraph of Article 8 of these Rules.

(3) Use that is not in accordance with the fair use policy is deemed to be, in particular: a) systematic exceeding of the values referred to in the second paragraph of this Article in two (2) or more consecutive billing periods; b) use of the Package for entering delivery notes of several business entities, business units or affiliated companies not covered by the Package order; c) the submission of delivery notes in a form that prevents or substantially impedes efficient processing (illegible or incomplete scans, handwritten documents without supporting data, poor-quality photographs), where electronic or structured sources are available to the Customer; d) the one-off submission of a large number of accumulated back-dated delivery notes relating to periods before the conclusion of the Package; e) the transfer of the Customer's entire purchasing administration to the Provider without prior agreement on its scope.

(4) The Provider may process delivery notes received in a single batch spread over several working days, so as to ensure the uninterrupted provision of services to all customers.

Article 17

(Measures in the event of a breach of the fair use policy)

(1) If the Provider establishes that the use of a Package exceeds the limits of fair use set out in Article 15 or 16 of these Rules, it notifies the Customer thereof in writing and submits to the Customer a substantiated presentation of the volume of use.

(2) From receipt of the notification referred to in the preceding paragraph, the Customer has fifteen (15) days to bring its use into line with the provisions of these Rules or to agree with the Provider on an appropriate Package variant or individual terms.

(3) If the Customer does not bring its use into line within the deadline referred to in the preceding paragraph and no individual agreement is reached, the Provider may: a) charge the excess volume of use at the prices set out in Article 11 of these Rules, of which it notifies the Customer in advance; or b) reclassify the Customer into a higher Package variant or offer the Customer an individual quotation, with effect from the following billing period; or c) in the event of repeated or more serious breaches, terminate the Package with a notice period of thirty (30) days.

(4) Before applying the measures referred to in the preceding paragraph, the Provider acts reasonably and proportionately and takes into account any one-off, seasonal or exceptional fluctuations in the Customer's business operations. A one-off exceeding of the reference values does not in itself constitute a breach of the fair use policy.

(5) On account of a breach of the fair use policy, the Provider will not retroactively charge for services it has already performed within the scope of the Package, unless the Customer achieved the volume of use by misleading the Provider or by concealing 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

(Cooperation of the Customer)

(1) The Customer is obliged: a) to provide the Provider in good time with all data, documentation and access rights necessary for carrying out a Request; b) to ensure and maintain functioning access to the Software with appropriate permissions for the Provider's personnel; c) to designate a contact person authorised to submit Requests, and to notify the Provider of any change thereof; d) to provide documents in legible form and, where possible, in electronic or structured form; e) to review the work performed within the deadline referred to in the third paragraph of Article 5 of these Rules.

(2) Delays arising from failure to fulfil the obligations referred to in the preceding paragraph are not attributable to the Provider and do not affect the obligation to pay the subscription fee.

(3) The Customer warrants that the persons submitting Requests are duly authorised to do so. The Provider is not obliged to verify internal authorisations at the Customer.

VIII. LIABILITY

Article 19

(Limitation of liability)

(1) The Provider is liable for the diligent and professional performance of the tasks ordered, in accordance with the rules of the profession.

(2) The Provider is not liable for damage arising as a result of: a) incorrect, incomplete or misleading data or instructions from the Customer; b) interventions in the data by the Customer or third parties after a Request has been carried out; c) outages, errors or limitations in the operation of the Software, third-party systems, electronic communications or the electricity supply; d) force majeure or other circumstances beyond the Provider's reasonable control.

(3) The Provider is not liable for indirect damage, lost profit, loss of revenue, loss of data, loss of business opportunity or loss of reputation.

(4) The Provider's aggregate liability arising from the provision of user support is limited to the amount of the sums paid by the Customer on that account in the period of the last twelve (12) months preceding the occurrence of the damaging event.

(5) The limitations of liability set out in this Article apply to the extent permitted by mandatory legal provisions.

Article 20

(Data protection and confidentiality)

(1) In performing user support, the Provider processes personal data in the role of processor for the Customer as controller, exclusively in accordance with the Customer's instructions and to the extent necessary for the performance of the service, in accordance with Regulation (EU) 2016/679 (GDPR) and the applicable national legislation.

(2) The details of the processing of personal data are governed by the data processing agreement concluded between the Provider and the Customer.

(3) Both contracting parties are obliged to keep confidential all business information of which they become aware in the course of providing the services under these Rules, for the duration of the relationship and for five (5) years after its termination.

(4) The Provider may engage sub-processors for the provision of the services, whereby it is liable for their work as for its own and ensures the same level of data protection.

IX. FINAL PROVISIONS

Article 21

(Amendments to these Rules)

(1) The Provider reserves the right to amend these Rules. It publishes amendments on its website.

(2) The Provider notifies Customers of material amendments at least thirty (30) days before they enter into effect, by electronic mail or through the Software.

(3) If the Customer does not agree with the amendments, it may terminate the Package with effect on the date on which the amendments enter into effect. If the Customer does not terminate the Package within that deadline and continues to use it, the Customer is deemed to agree with the amendments.

Article 22

(Dispute resolution and applicable law)

(1) Relationships not governed by these Rules are subject to the law of the Republic of Slovenia.

(2) The parties shall resolve any disputes by mutual agreement. If no agreement is reached, the court having subject-matter jurisdiction in Maribor shall be competent to resolve the dispute.

Article 23

(Entry into force)

(1) These Rules enter into force and apply as of 27. 7. 2026.

(2) These Rules also apply to relationships concluded before their entry into force, as of the first billing period commencing after their entry into force.

ANNEX 1: SUMMARY OF THE PRICE LIST

All prices are in EUR excl. VAT.

Support packages (monthly subscription fee)

User support without a package

Excess usage

IMPRION d.o.o.

Maribor, 27. 7. 2026