Issued: September 8, 2026

Rinomana Inc. (“we”, “us”) believes that securing an environment in which our employees and those working on our behalf (together, “our staff”) can work with peace of mind is essential to providing good products and services to our customers.

Customer harassment has become a recognised problem in society. We have therefore set out the following policy, and we will respond firmly as an organisation.

This policy forms part of our Terms of Service and applies together with them.

1. Definition

In this policy, “customer harassment” means a demand or conduct by a customer — including purchasers, prospective purchasers, and any other party connected with our products or services — where the substance of the demand lacks reasonable grounds, or where its manner or form is socially unacceptable, and which harms the working environment of our staff.

2. Examples

Physical attacks Violence, assault, grabbing a person by the collar, or damaging property.

Psychological attacks Threats, abusive language, denial of a person’s dignity, insults, or shouting.

Harm online Defamation on social media, message boards, or review sites; publishing a person’s real name; photographing, filming, or recording without permission and publishing the result online.

Intimidating conduct Demanding that someone kneel in apology, forcing an unwarranted apology, or threats such as demanding to speak to a superior in order to have someone dismissed.

Excessive demands Detaining staff for long periods, contacting us persistently, repeating the same point excessively, or demanding a response outside business hours.

Improper demands for money or goods Demanding money or goods with no legitimate basis; demanding an unwarranted exchange or discount; and demands with no legal basis, such as compensation relating to third parties other than the purchaser, or blanket refunds to all customers.

Sexual harassment Sexual remarks or conduct, physical contact, stalking, or persistent questions about a person’s private life.

Other conduct Conduct equivalent to the above that we judge to be inappropriate.

3. How We Respond

Suspension of service and refusal of further dealings

Where conduct amounting to customer harassment is confirmed, we will ask for it to stop. If the conduct continues, or if we judge its nature to be serious, we will suspend the supply of our products and services and decline further dealings. In urgent cases, we may suspend service without prior notice or warning.

In such cases, except where we have acted with wilful misconduct or gross negligence, we are not liable for any loss the customer suffers as a result.

An organisational response

Individual staff will not be left to handle these matters alone. The relevant department and the responsible manager will respond together.

Working with external professionals

Where we judge conduct to be serious, or to constitute a criminal offence such as extortion, intimidation, or obstruction of business, we will work with the police, legal counsel, or other external professionals and will take firm legal action, including criminal complaints and claims for damages.

4. Support for Our Staff

A route for raising concerns

We maintain a route through which staff can raise concerns about customer harassment, and we respond promptly as an organisation to any matter reported.

Strengthening our response

So that our staff can work with confidence, we work to strengthen our capacity to respond appropriately by sharing methods of response and preparing the materials needed.

5. Changes to This Policy

We may amend this policy as necessary. Where we do so, we will announce the amended content and its effective date at least seven (7) days beforehand, by posting on our website or by another appropriate method.

If a customer purchases a product on or after the effective date, or continues to receive our services past that date, they are deemed to have agreed to the amended policy.

The overwhelming majority of our customers act reasonably. We ask for your understanding of the purpose of this policy, and we thank you for your continued support.

Rinomana Inc. Representative: Masashi Sawano

Email: infomail@rinomana.co.jp