SITURAEMON Customer Harassment Policy

日本語

Basic Policy on Customer Harassment

RoomClip Inc., through its SITURAEMON business, provides "next-generation spatial creation solutions" for corporate clients.

Our goal is not merely to sell furniture, but to remain a "partner" that makes our customers' daily lives more creative and fulfilling.

To achieve this, it is essential that we and our customers maintain a relationship of trust built on mutual respect and equality. Furthermore, we believe it is vital that our employees, who serve our customers with sincerity, and the staff of our partner companies, including delivery providers, can work in a healthy and safe environment, both physically and mentally.

Therefore, we define situations that unfairly threaten the human rights, dignity, or working environment of workers as "Customer Harassment," and have formulated a clear basic policy as outlined below. In order to prevent such situations before they occur and to continue providing safe and reliable services to all customers, we kindly ask for your understanding and cooperation with this policy.

Customer Harassment refers to any conduct or behavior related to business activities committed by customers, business partners, facility users, or other individuals connected to our business toward our employees or staff at partner companies engaged in our operations, where the content, means, or manner of such conduct exceeds the socially accepted norm and harms the working environment.

Whether an act constitutes harassment will be evaluated fairly and objectively as an organization in light of government guidelines, comprehensively considering factors such as the nature of the demand, the means and manner of conduct, background, frequency, and continuity.

The following are representative examples and are not exhaustive:

• Demanding excessive returns, refunds, or compensation for products that meet standard product specifications.
• Unfairly forcing or demanding exchanges, cancellations, returns, refunds, or financial compensation for custom-made or made-to-order products due to customer convenience (e.g., mismatching image, measurement errors) or natural variations in solid wood/materials (e.g., wood grain, knots, putty repair marks).
• Requesting refunds after the return period specified in the user guide has expired, or claiming a product is unused despite continued use.
• Demanding apologies, disciplinary action against employees, or changes in service handling without reasonable justification.

• Demanding excessive apologies, such as forcing someone to kneel on hands and knees (dogeza).
• Detaining staff for extended periods or repeatedly demanding the same request.
• Violent or intimidating behavior, including verbal abuse, coercive statements (e.g., excessively loud shouting), and threats.
• Asserting excessive rights without legal grounds, or improperly referencing public authorities or legal experts to force compliance.
• Acts of physical violence during face-to-face interactions at showrooms or other locations.
• Persistently attempting to elicit staff names or personal information, or posting slander and defamation on social media.
• Discriminatory remarks, character assassination, or insulting statements that infringe upon the dignity of employees or staff, causing physical or mental distress.
• Persistent, repeated visits, phone calls (including silent calls), excessive communications via letters, emails, or contact forms, or repeating identical demands multiple times.
• Statements or behaviors implying connections to anti-social forces (organized crime groups).
• Obscene acts, vulgar comments, sexual harassment, sexually explicit or discriminatory remarks, and invasion of privacy.
• Unauthorized entry into employee-only work spaces.
• Other speech or actions that harm the working environment of employees.

• Demanding refunds, exchanges, or compensation while falsely claiming company liability despite false reporting, tampering with evidence, or clear intentional product damage evidenced by objective records.
• Requesting money, goods, refunds, or compensation beyond reasonable bounds by threatening to post or spread negative information on social media or review sites.
• Photographing or recording employees or other customers without authorization, publishing their names, images, audio, or personal information without permission, or editing and distributing recordings out of context to mislead others.

If we determine that an act constitutes customer harassment, or if it is deemed necessary to ensure the safety of employees and staff, we may take the following measures depending on the nature and severity of the behavior:

• Changing the assigned representative or department.
• Responding with multiple staff members.
• Restricting response hours, frequency of contact, or communication methods.
• Interrupting or terminating phone calls, emails, chats, or other interactions.
• Requesting the individual to leave showrooms or prohibiting entry.
• Canceling orders, refusing sales or service provision, or suspending future use based on applicable laws and contract terms.
• Reporting to the police, consulting with legal counsel, or taking other legal actions.

To ensure accurate fact-finding and safety, we may record telephone calls or utilize security camera footage in showrooms.

While we remain committed to serving our customers sincerely, we appreciate your understanding that we will take all necessary measures to protect the safety and dignity of our staff.

This policy applies across all sales channels and customer touchpoints where we operate, including our official online store "SITURAEMON." It also applies when we directly handle inquiries regarding products previously purchased through authorized retailers.

Within our company, we are promoting the following initiatives to build trust with our customers:

• Disseminating this policy to employees, providing education, and establishing internal reporting and consultation desks.
• Developing customer harassment response manuals.
• Conducting training for customer-facing staff.
• Establishing support and consultation systems for victims of customer harassment.
• Recording and sharing inquiry histories to enable rapid fact-checking.
• Continuously improving product displays, return policies, delivery guidance, and communication practices.

Masahiko Takashige
Representative Director & President

Date of Enactment: August 31, 2026