1. Introduction

At Horizon Inc., our mission is to provide a safe and comfortable environment for customers to enjoy fragrance data (Smart Fragrance) diffusers through our digital fragrance distribution service, Scentdays.

We recognize, however, that unreasonable demands or socially inappropriate behavior by certain customers can threaten the dignity and safety of our employees and disrupt the sound operation of our services.

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Horizon Inc. defines such conduct as “Customer Harassment” and will address it with firm and appropriate measures.

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2. Definition of Customer Harassment

In accordance with the guidelines issued by the Ministry of Health, Labour and Welfare of Japan, Horizon Inc. assesses potential customer harassment based on the following two criteria:

• Validity of the demand: Excessive or unreasonable requests related to Smart Fragrance products, diffusers, or Scentdays services that lack rational or legitimate grounds.

• Appropriateness of the means/manner: Methods of communication or behavior that are deemed socially unacceptable.

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3. Examples of Prohibited Conduct

Demands lacking validity

• Repeatedly requesting refunds, exchanges, or special treatment where no defect or issue exists with Smart Fragrance products, diffusers, or Scentdays services.

• Falsifying purchase history or coercing unjust compensation in violation of Scentdays’ terms of use or sales policies.

Inappropriate means/manner

• Use of abusive language, intimidation, or threats.

• Repeated assertions of baseless claims or factual misrepresentations, accompanied by excessive emails or inquiries that unduly interfere with business operations.

• Defamation or dissemination of false information about Horizon Inc. or its employees through social media or online platforms.

• Stalking, harassment, or coercion of private contact with employees.

• Unreasonable demands related to resale or fraudulent transactions.

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4. Our Response

1. Sincere Handling of Legitimate Requests

   • Horizon Inc. will respond sincerely and constructively to all valid opinions and requests, with the goal of achieving appropriate resolutions.

2. Measures against harassment

   • Acts that constitute customer harassment may result in restrictions on service usage, suspension of accounts, or refusal of sales.

3. Legal action

   • In cases of malicious conduct, Horizon Inc. may consult external authorities such as the police or legal counsel and pursue legal measures.

4. Employee protection

   • Horizon Inc. is committed to protecting its employees by establishing manuals, providing training programs, operating internal consultation services, and offering mental health support, thereby ensuring a safe and secure work environment.

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5. Request to Customers

We kindly ask for your understanding and cooperation in maintaining mutual respect and practicing appropriate communication. Together, we can ensure that the innovative experience of “Enjoying Fragrance as Data” continues to be safe, enjoyable, and sustainable for all.