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At Trublo, we understand the importance of setting clear terms and conditions to govern the use of our platform. Our Terms & Conditions outline the rules and guidelines for the use of our technology services. They define the relationship between Trublo and our users, establishing the rights and responsibilities of both parties.1. DEFINITIONS1.1. In this Agreement, clause headings and sub-headings are for convenience and shall not be used to interpret such Agreement, unless the context clearly indicates a contrary intention.1.2. Any expression which denotes any gender includes the other gender.1.3. The following expressions shall bear the meanings assigned to them below:1.3.1 “Agreement” means this Agreement together with all annexes as may be amended from time to time;1.3.2 “Business Day” means any day other than a Saturday, Sunday or official public holiday in the Republic of South Africa;1.3.3 “Effective Date” means date service was initiated;1.3.4 “Entity” includes any association, business, close corporation, sole propriety, company, concern, enterprise, firm, partnership, joint venture, person, trust, undertaking, voluntary association and any other similar entity;1.3.5 “Equipment” means any computer equipment, training equipment and/or any equipment utilised by Service Provider in the delivery of the Services;1.3.6 “Company” means the entity that make use of the Trublo System;1.3.7 “Company Representative” means the person appointed by the Company to liaise with the Service Provider on a day to day basis in respect of services provided by the Company to the Service Provider in terms of this Agreement;1.3.8 “Industrial Action” means any labour protest action; strike; lockout; and any general retardation of work, whether unprotected or protected by legislation and as further comprehensively defined by the South African Labour Relations Act, 66 of 1995 and other relevant regulatory legislation;1.3.9 "Intellectual Property" means the intellectual property rights for the Trublo platform, including all code, design elements, and database designs, which were independently designed and developed by the Service Provider at its personal expense and
which will exclusively be retained by the Service Provider and any other computer software, material, name, concept, training material, training instruments, copyright in documents, patentable or nonpatentable inventions, discoveries and improvements, patent, trade mark, trade name, drawings, designs, operational analysis, technology and know-how or other intellectual property;1.3.10 “Month” means a calendar month, being one of the 12 (twelve) periods into which a year is divided;1.3.11 “Parties” means the Company and the Service Provider and “Party” means either Company or the Service Provider as the case may be;1.3.12 “Service Provider” means ESITE ONLINE SERVICES a close corporation registered under the laws of the Republic of South Africa under number 2006/078051/23, trading as TRUBLO;1.3.13 “Service Provider Representative” means the person appointed by the Service Provider to liaise with the Company on a day to day basis in respect of services provided by the Service Provider to the Company in terms of this Agreement;1.3.14 “Services” mean the services provided by the Service Provider to the Company and as described in this Agreement and in the annexes hereto;1.3.15 “Tax Invoice” means an invoice as defined in the Value Added Tax Act, No. 89 of 1991, as amended;1.3.16 “Uptime” means the availability of the Trublo platform and associated services to the Company.1.4. Unless the context clearly requires a different interpretation, any reference to:1.4.1 the singular includes the plural and vice versa; and1.4.2 natural persons includes juristic persons and vice versa.1.5. Where appropriate, meanings ascribed to defined words and expressions in clause 1.3 of this Agreement shall impose substantive obligations on the Parties.1.6. Words and phrases defined in the main body of this Agreement shall bear the same meanings in the annexes to this Agreement where such words or phrases are not specifically defined.1.7. Words and expressions defined in any sub-clause shall, for the purposes of the clause of which that sub-clause forms part, bear the meaning assigned to such words and expressions in that sub-clause.1.8. If any provision in a definition is a substantive provision conferring rights or imposing obligations on any Party, notwithstanding that it is only in the definition clause, effect shall be given to it as if it were a substantive provision in the body of the Agreement.1.9. When any number of days is prescribed in this Agreement, same shall be reckoned exclusively of the first and inclusively of the last day unless the last day falls on a Saturday, Sunday or public holiday, in which case the last day shall be the next succeeding day which is not a Saturday, Sunday or public holiday.1.10. The use of the word “including” followed by a specific example/s shall not be construed as limiting the meaning of the general wording preceding it and the eiusdem generis rule (i.e. the rule that a general word or clause is restricted in meaning to the same class as the specific words which precede it) shall not be applied in the interpretation of such general wording or such specific example/s.1.11. The terms of this Agreement having been negotiated, the contra proferentem rule (i.e. that words should be interpreted against the stipulator) shall not be applied in the interpretation of this Agreement. 1.12.1.12. Any reference to any statute, regulation or other legislation shall be a reference to that statute, regulation or other legislation as at the Effective Date, and as amended or substituted from time to time.2. INTRODUCTION2.1. This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between the Company and the Service Provider for the provisioning of IT services required to support and sustain Trublo System.2.2. The Service Provider wishes to provide to the Company the Services as more fully set out in this Agreement and to formalise its business relationship by concluding a service contract with the Company that regulates all aspects of their business- and working relationship.3. GOALS AND OBJECTIVES3.1. The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s).3.2. The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s).3.3. The objectives of this Agreement are to:3.3.1 Provide clear reference to service ownership, accountability, roles and/or responsibilities.3.3.2 Present a clear, concise and measurable description of service provision to the customer.3.3.3 Match perceptions of expected service provision with actual service support & delivery.4. DURATION4.1. This Agreement is valid from the Effective Date outlined herein and is valid until this Agreement is cancelled by mutual agreement in writing or cancelled by one of the Parties giving 3 (Three) months prior notice to cancel.5. SERVICES PROVISION STANDARDS5.1. The Service Provider shall provide the Services as set out in this Agreement at the standards expected of a diligent and expert service provider.5.2. The Service Provider shall in all professional matters act as a faithful advisor to Company and, in so far as any of its duties are discretionary, act fairly between the Company and third parties.6. SERVICESThe following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement:6.1. The following functionalities provided through the Trublo software system are covered by this Agreement:6.1.1 Web customers and sales consultant bookings.6.1.2 Reservations and assignment of resources.6.1.3 Pricing, discounts, and promotions.6.1.4 User and role management.6.1.5 Rewards calculation and free tickets.6.1.6 Refunds request and process.6.1.7 Invoices and quotations to facilitate transfer bookings.6.1.8 Financial and transactional reporting.6.2. Customer responsibilities
and/or requirements in support of this Agreement include:6.2.1 payment of monthly invoices;6.2.2 roles and responsibilities as defined in clause 6.4 hereunder;6.2.3 reasonable availability of customer representatives when resolving a service related incident or request.6.3. Service Provider
responsibilities and/or requirements in support of this Agreement include:6.3.1 Meeting response times associated with service-related incidents;6.3.2 Roles and responsibilities as defined in clause 6.4;6.3.3 Appropriate notification to the Customer for any or all scheduled maintenance.6.4. Specific roles and responsibilities of the Parties are specified below:1st Level Support - Customer
Dealing with all customer queries, sales, and refunds.
All system configurations including user management.
Removal of ex-staff users to ensure security.
Escalation of system problems to 2nd Level Support.
Assistance in identifying information to resolve issues.2nd Level Support - Service Provider
Investigation of system problems escalated by 1st Level Support.
Resolving issues that impact system stability.
Releases to production.
Release notes to Customer.6.5. The support hours for each different role are as follows:1st Level Support - Customer
Mon - Sat 08:00 - 17:002nd Level Support - Service Provider
Mon - Sun 07:00 - 19:006.6. Classification and PriorityGeneric incident management targets can be used in lieu of the component measures described below. Commonly, incident management targets are described as set out in the table below. Although time to resolve cannot always be guaranteed due to the nature of bugs which may require further development etc., the resolve times set below are targets that this SLA aims to reach. Time to respond and time to repair will only take place during core support times. Mean time to repair (MTTR) will be the combination of response and resolve times.Priority 1 - Critical
Service Affected: Critical Business Service - Total loss of the service
Definition: Immediate impact affecting all Customer users. No work around can be applied until it is resolved.
Time to Respond: 30 min
Time to Resolve: 2 hoursPriority 2 - Major
Service Affected: Critical Business Service - Major loss of specific function of the service
Definition: Immediate impact affecting specific functionality of the service for all users. No work around can be applied until it is resolved.
Time to Respond: 30 min
Time to Resolve: 4 hoursPriority 3 - Minor
Service Affected: Significant Business Service - Partial loss of specific function of the service
Definition: Medium urgency, users inconvenienced; System or application is degraded. Affect subset of users. No work around can be applied until this is resolved.
Time to Respond: 2 hours
Time to Resolve: 8 hoursPriority 4 - Trivial
Service Affected: Minor loss of specific service function or intermittent failures
Definition: Low impact on users, workaround can be applied until this is resolved.
Time to Respond: 8 hours
Time to Resolve: 16 hours7. SERVICE AVAILABILITY7.1. Uptime guarantee7.1.1 The Service Provider guarantees a minimum Uptime of 99.999% for its services.7.1.2 Uptime is calculated on a monthly basis and excludes any planned maintenance windows or Force Majeure events.7.2. Service Credits7.2.1 If the Service Provider fails to meet the uptime guarantee as specified in clause 7.1.1 above, the Company may be eligible to receive service credits as compensation.7.2.2 The service credits will be calculated based on the following schedule:
Uptime between 99.0% to 99.999%
5% of the monthly service fee credited
Uptime between 98.0% to 98.9%
10% of the monthly service fee credited
Uptime below 98.0%
20% of the monthly service fee credited7.2.3 The service credits, if eligible, will be applied at the Service Provider’s discretion, to the Company’s account for future billing periods. Service credits shall not be refundable or exchangeable for cash.7.3 Exclusions7.3.1 The following events will be excluded from the Uptime calculation and will not be eligible for service credits:7.3.1.1 Scheduled maintenance windows, which will be communicated to the Company in advance (with at least 48 (Forty Eight) hours notice, whenever necessary possible) and scheduled during low-usage periods.7.3.1.2 Force Majeure events beyond the Service Provider’s reasonable control, including but not limited to natural disasters, acts or terrorism, government regulations and network or hardware failures beyond the Service Provider’s data centres.7.4 Reporting and claim process7.4.1 To claim service credits under this SLA, the Company must promptly notify the Service Provider in writing 72 (Seventy-Two) hours of experiencing a service outage.7.4.2 The above mentioned notification should include relevant details such as the date, time and duration of the incident.7.4.3 The Service Provider will review the claim and determine its eligibility.7.5 Limitations7.5.1 The total service credits provided in any given month shall not exceed 50% (Fifty percent) of the monthly service fee.7.5.2 The service credits provided under this SLA shall be the sole and exclusive remedy for any downtime or unavailability of the services of the Service Provider.8. SERVICE PROVIDER OBLIGATIONS8.1 Without derogating from the generality of clause 6, the performance of the Services by the Service Provider to the Company shall be dependent upon the Service Provider meeting all requirements prescribed by the Company.8.2 In addition to the above, the performance of the Services by the Service Provider to the Company shall be further dependent upon, and the Service Provider agrees to abide by the POPIA (Protection of Personal Information Act) rules and regulations as amended from time to time and to the extent that it is reasonably practical, the Service Provider shall comply with the provisions of the Act insofar as it is applicable. Should the Service Provider fail to comply with any of the said POPI requirements, the Company shall be entitled to terminate the Services in this Agreement or postpone the Services until such time as compliance is established to the satisfaction of the Company.9. FEES AND REMUNERATION9.1 Any amounts due by the Company to the Service Provider in terms of this Agreement shall be paid by the Company to the Service Provider on the due date every month.9.2 Should any dispute arise relating to the amount of the charges to which the Service Provider is entitled, such dispute shall be determined in accordance with the dispute resolution clause provided for in clause 14 of this Agreement.10. STATUS OF SERVICES10.1 Nothing contained in this Agreement or otherwise shall authorize, empower or constitute the Service Provider as an agent of the Company in any manner; authorize or empower the Service Provider to assume or create an obligation or responsibility whatsoever, express or implied, on behalf of or in the name of the Company; or authorize or empower the Service Provider to bind the Company in any manner or make any representation, warranty, covenant, agreement or commitment on behalf of the Company.10.2 This Agreement is for the delivery of the Service Provider’s Services as specified under this Agreement and nothing in this Agreement shall be deemed or construed to create, or have been intended to create, a partnership, joint venture, employment, franchise, agency or other similar relationship between the Parties hereto. In furtherance of and without limiting the foregoing, the Service Provider shall not hold itself out to be the Company and the Service Provider is not and shall not hold itself out to be or be deemed to be the legal representative or agent of the Company, for any purpose whatsoever; and the Service Provider shall not act or bind the Company in any way or represent that the Company is in any way responsible for the Service Provider' acts or

Trublo.com ("we", "our", or "us") as a Software as a Service provider to the client is committed to protecting the privacy and security of our users. This privacy policy (the "Policy") explains how we collect, use, and disclose personal information in connection with our Software-as-a-Service (SaaS) application (the "Service"). By using the Service, you consent to the collection, use, and disclosure of your personal information as described in this Policy.Information We CollectWe may collect personal information from you when you use the Service, such as your name, email address, and payment information. We may also collect technical information about your use of the Service, such as your device type and IP address.How We Use Your InformationWe use your personal information to provide and improve the Service, to communicate with you, and to process payments. We may also use your information to send you marketing communications, but you can opt out of receiving these communications at any time. We do not share your information with third parties except as necessary to provide the Service or as required by law.SecurityWe take reasonable measures to protect your personal information from unauthorized access, use, or disclosure. However, no transmission of data over the internet can be guaranteed to be 100% secure, so we cannot guarantee the security of any information you provide to us.RetentionWe will retain your personal information for as long as necessary to provide the Service and as required by law. When we no longer need your information, we will securely dispose of it.Your RightsYou have the right to access, correct, and delete your personal information, and to request that we restrict or stop processing your information. You can exercise these rights by contacting us at [email protected]. Please note that we may need to verify your identity before fulfilling your request.Changes to this PolicyWe may update this Policy from time to time by posting a revised version on our website. Your continued use of the Service following the posting of the revised Policy will constitute your acceptance of the changes.Contact UsIf you have any questions or concerns about this Policy or the Service, please contact us at [email protected].

1. PurposeThis policy explains when and how Trublo (“we”, “our”, “us”) issues refunds for services delivered through the ShuttleFlow platform, including:- SaaS subscriptions (e.g., ShuttleFlow, GasFlow, Kids Checkin)
- Per-use or commission-based fees (e.g., ticketing or online sales commissions)
- End-customer ticket refunds processed on behalf of operators that use our platform2. DefinitionsSubscriber
The business entity that has a direct contract with us for the platform.End Customer
A passenger, buyer, or other individual who purchases a product or ticket from a Subscriber via our platform.Billing Cycle
The recurring period (monthly or yearly) for which subscription fees are invoiced.3. Eligibility for RefundsNew SaaS Subscription
14 calendar days from first payment and before more than 50 live transactions or tickets are processed. Full refund of subscription fee. One-time onboarding charges are non-refundable.Renewing SaaS Subscription
Within 7 days of renewal date. Prorated refund for the unused portion of the current Billing Cycle.Commission / Per-Transaction Fees
Case-by-case. Only refunded if the underlying transaction is fully voided before settlement with the payment gateway.Ticket Refunds to End Customers
Subject to the Subscriber’s own fare rules. We DO NOT facilitate the payment reversal on behalf of the Subscriber; the Subscriber bears the cost of our payment-gateway fees.4. Non-Refundable Items
- Payment-gateway processing fees once a charge is captured.
- Development or customisation work completed at the Subscriber’s request.
- Third-party hardware (e.g., label printers) or consumables.
- Service interruptions caused by factors outside our control (e.g., internet outages, force majeure).5. Request Procedure1. Submit a ticket via [email protected] from the Subscriber’s authorised email.2. Include: domain name, invoice number, reason, and proof (if applicable).3. We acknowledge within 2 business days and may request additional information.4. Approved refunds are processed through the original payment method within 10 business days of approval.7. Currency & FXRefunds are issued in the currency of the original charge. Any exchange-rate differences or bank charges are borne by the recipient.8. Abuse & Excessive RefundsWe may suspend or terminate accounts exhibiting excessive refund or chargeback rates (>1% of monthly volume) to protect platform integrity.9. Modifications to this PolicyWe may revise this policy by posting an updated version on our website and notifying Subscribers at least 30 days before it takes effect. Continued use after the effective date constitutes acceptance.11. Contact
Questions? Email [email protected]This policy is governed by the laws of the Republic of South Africa unless otherwise required by mandatory local consumer-protection statutes.