Triniteq Terms of Use
Schedule 4

These Terms of Use govern the relationship between Triniteq International Pty Ltd ("Triniteq") and the Customer in connection with the supply of Triniteq or Partner services, software, products, goods and/or hardware. By placing an order, accepting a quote, or using any Triniteq or Partner product or service, the Customer agrees to be bound by these Terms.

Terms of Use - Schedule 4

Effective: 1 May 2026 | Between Triniteq International Pty Ltd and the Customer | All prices exclude GST

These Terms form part of a suite of six schedules:

Schedule 1 – General Terms of Use

Schedule 2 – Triniteq Support and Sales Agreement – Charges, Fees, Payments, Quotes, Purchase Orders and Proposals

Schedule 3 – Triniteq Software Licensing Agreement

Schedule 4 – Triniteq Service Level Agreement & Menu Maintenance Agreement (this document)

Schedule 5 – Triniteq Bundled Services Agreement

Schedule 6 – Payment Rebate & Bundled Services Agreement

Schedule 4 – Triniteq Service Level Agreement & Menu Maintenance Agreement

Triniteq Service Level Agreement

All response times refer to the initial acknowledgement of an issue. Resolve times are targets only and may vary depending on issue complexity. Business hours are Monday to Friday, 8:30am to 5:00pm AWST, excluding all Australian public holidays. Urgent after-hours support is reserved exclusively for issues that directly prevent the Customer from trading.

This Schedule forms part of the Triniteq Terms of Use. It should be read together with Schedule 1 (General Terms of Use), Schedule 2 (Charges, Fees, Payments, Quotes, Purchase Orders and Proposals), Schedule 3 (Triniteq Software Licensing Agreement), Schedule 5 (Triniteq Bundled Services Agreement), & Schedule 6 (Payment Rebate & Bundled Services Agreement).

WaiterPOS – Standard Support (PAYG and Telephone Support)

WaiterPOS – Priority Support (Premium Support)

PowerEPOS – Standard Support

PowerEPOS – Priority Support

Notes on labour rates and support hours:

(a)  "Urgent Support" – after-hours remote POS support is available only for POS customers and issues.

(b)  "Urgent Support" refers to after-hours emergency support (before 8:30am and after 5:00pm on weekdays, and any time on weekends or Australia-wide or local public holidays) and is reserved exclusively for issues that directly prevent the Customer from trading. It does not apply to general POS or back-office software questions, minor issues that do not affect trade, support requests for back-office software features such as reports, stocktakes, time and attendance or membership, or any other non-urgent matter.

(c)  "Business hours" means Monday to Friday, 8:30am to 5:00pm AWST, excluding weekends and Australia-wide and local public holidays. "After hours" means all other times, including weekends and public holidays.

(d)  Travel charges apply.

1. Response and Resolution Times

   1.1    Estimates Only
   Any response times, resolution times, and associated service level targets set out in this Agreement (including any schedules or annexures) are estimates only. Triniteq does not warrant or guarantee that any response time or resolution time will be met in any particular case. Nothing in this Agreement shall be construed as a representation, warranty, or guarantee by Triniteq that support services will be delivered within any specified timeframe.

   1.2   Standard of Service
   Triniteq will use reasonable care and skill in the delivery of support services. The obligation of Triniteq is to make reasonable endeavours to respond to and resolve support requests in a timely manner, having regard to the nature and severity of the issue, available resources, and operational circumstances at the relevant time.

   1.3   Exclusion of Liability
   To the maximum extent permitted by applicable law, including the Competition and Consumer Act 2010 (Cth) and any relevant state or territory consumer protection legislation, Triniteq excludes all liability to the Customer arising out of or in connection with:

   (a)  any failure to meet a response time or resolution time target; or

   (b)  any delay in the delivery of support services,

   whether arising in contract, tort (including negligence), statute, or otherwise.

   1.4   Consumer Guarantees
   Nothing in this clause limits, excludes, or modifies any right or remedy the Customer may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) that cannot by law be limited, excluded, or modified. Where such guarantees apply and cannot be excluded, Triniteq's liability is limited, to the extent permitted by law, to the re-supply of the relevant services or the payment of the cost of having the services re-supplied.

   1.5    Acknowledgement
   The Customer acknowledges that:

   (a)  support services involve complex technical matters that may be subject to factors outside Triniteq's reasonable control;

   (b)   the response and resolution time targets have been set in good faith and represent Triniteq's genuine operational goals; and

   (c)   a failure to meet a target in a given instance does not constitute a breach of this Agreement.

   1.6   Customer Assistance
   The Customer acknowledges and agrees that:

   (a)   the delivery of support services may require the active participation and reasonable assistance of the Customer, including the provision of access to relevant systems, hardware, software, data, and personnel;

   (b)   Triniteq's support technicians will direct and advise the Customer as to the nature and scope of any assistance required, and the Customer agrees to follow such reasonable directions and advice in a timely manner;

   (c)   where the Customer fails to provide the assistance reasonably requested by Triniteq's support technicians, Triniteq shall not be liable for any resulting delay in the delivery of support services, and any applicable response or resolution time targets shall be suspended for the duration of such failure; and

   (d)   the Customer will ensure that any personnel involved in assisting Triniteq's support technicians have sufficient authority and technical familiarity with the Customer's systems to provide meaningful assistance in a reasonable timeframe.

Triniteq International Pty Ltd  |  Service Level Agreement  |  Effective 1 May 2026

Triniteq Menu Maintenance Agreement

Effective: 1 May 2026 | Between Triniteq International Pty Ltd and the Customer | All prices exclude GST

This agreement covers the quarterly or half-yearly reprogramming and reconfiguration of menus across the Customer's sites. Pricing is charged per site and is tiered based on menu size, reflecting the complexity and time involved. Customers on a menu maintenance agreement receive a discounted rate compared to the standard ad hoc labour rate of $160.00 per hour (ex GST). Priority support is included, meaning menu maintenance requests are fast-tracked ahead of standard or ad hoc work.

1. Agreement Terms

   1.1    The Customer must sign up to a 12-month rolling menu maintenance agreement. Billing occurs quarterly or half-yearly depending on the number of menu changes required per period, as agreed between Triniteq and the Customer at the commencement of the agreement.

   1.2    The agreement automatically renews on a 12-month rolling basis unless written notice of cancellation is provided by the Customer to Triniteq at least 30 days prior to the renewal date.

   1.3    Pricing is charged per site and is based on the tier applicable to that site's menu size at the commencement of each agreement period. If a site's menu grows into a higher tier, or lower tier during the agreement period, Triniteq will notify the Customer and the applicable tier will be adjusted accordingly.

2. Inclusions
   The following services are included within the scope of the menu maintenance agreement and are not charged additionally:
   • Full review of the Customer's existing menu configuration across all nominated sites in POS software.
   • Reprogramming and reconfiguration of menus, including product updates, pricing changes, category restructuring and modifier updates in POS software.
   • Recommendations from Triniteq experts on strategies to increase revenue and spend per head, including upselling, cross-selling, suggestive selling, and other POS efficiency and utilisation techniques.
   • Remote delivery of all menu maintenance work via Triniteq Authorised Service Providers.
   • Priority support status – menu maintenance requests are fast-tracked ahead of standard and ad hoc support and menu maintenance work.
   • One scheduled menu maintenance session per quarter (or half-year, as agreed) per site.
3. Exclusions
   The following services are not included within the scope of the menu maintenance agreement and will be charged additionally at the applicable labour rates:
   • Onsite visits – all menu maintenance is delivered remotely. Onsite attendance, if required, will be quoted and charged separately.
   • Hardware repairs or replacements.
   • Software development or custom integrations.
   • Additional menu maintenance sessions beyond the agreed frequency within the agreement period.
   • Work required outside the agreed scope of the menu maintenance session, including system reconfiguration, network changes or third-party integration issues.
   • Training.
4. Tier Pricing (quarterly or half-yearly, per site, ex GST)
   The standard ad hoc labour rate is $160.00 per hour (ex GST). Menu Maintenance Agreement customers receive a discounted rate built into the tier pricing below.
   
   

   Tier	Product List or Menu Size	Agreement Price (ex GST)	Est. Hours
   Tier 1	0 to 100 products	$490.00	4
   Tier 2	101 to 200 products	$890.00	8
   Tier 3	201 to 350 products	$1,290.00	12
   Tier 4	351 to 500 products	$1,690.00	16
   Tier 5	500+ products	Custom quote	Custom

   
   Note: Pricing reflects the time involved in fully reviewing, reprogramming and reconfiguring a menu each quarter. Each tier is designed to reward larger customers on agreement with a discounted effective rate. Tier 5 customers (500+ products) will receive a custom quote based on the complexity and volume of their menu.
5. Payment

   6.1   Menu maintenance agreement fees are invoiced in advance at the commencement of each billing period (quarterly or half-yearly).

   6.2   Payment is due within 14 days of the invoice date. Late payment may result in the suspension of scheduled menu maintenance services in accordance with Triniteq's standard payment terms set out in Schedule 2.

   6.3   All prices are stated excluding GST. GST will be added to all invoices at the applicable rate.

6. Scheduling

   6.1   Menu Changes (see below) will be scheduled by mutual agreement between Triniteq and the Customer.

   6.2   Triniteq will use reasonable efforts to complete all menu maintenance within the agreed timeframe. If additional time is required beyond the estimated hours for the applicable tier, Triniteq will notify the Customer and obtain approval before proceeding. Any additional time will be charged at the standard rate of $160.00 per hour (ex GST).

7. Menu Changes

   7.1   The Customer must provide Triniteq with no less than 3 weeks written notice prior to any impending menu change.

   7.2   Triniteq will deliver the completed menu changes to the Customer no less than 7 days before the menu changes are scheduled to come into effect.

   7.3   Upon delivery, the Customer is responsible for reviewing the entire menu in full to ensure it will operate correctly across all applicable devices and configurations. The Customer must notify Triniteq of any required adjustments no less than 4 full business days before the menu changes are scheduled to come into effect.

   7.4   Where the Customer fails to conduct adequate testing, or fails to identify discrepancies within the review period set out in clause 7.3, and subsequently requires further works from Triniteq, Triniteq will prioritise those works. However, all such works will be conducted during Triniteq's standard business hours at Triniteq's earliest convenience, and Triniteq accepts no liability for any delay or loss arising from the Customer's failure to complete adequate testing within the required timeframe.

   7.5   Any additional works carried out by Triniteq as a result of the Customer's failure to notify within the period specified in clause 7.3 may be charged at the standard rate of $160.00 per hour (ex GST), at Triniteq's discretion.

Triniteq International Pty Ltd  |  Menu Maintenance Agreement  |  Effective 1 May 2026

Go to:

Schedule 1 – General Terms of Use

Schedule 2 – Triniteq Support and Sales Agreement – Charges, Fees, Payments, Quotes, Purchase Orders and Proposals

Schedule 3 – Triniteq Software Licensing Agreement

Schedule 5 – Triniteq Bundled Services Agreement

Schedule 6 – Payment Rebate & Bundled Services Agreement