Basic Policy on Customer Harassment

Oenon Group Basic Policy on Customer Harassment

1. 1Introduction
   The Oenon Group (hereinafter, the “Group”) is committed to contributing to the enjoyment of food and the promotion of healthy lifestyles, based on its corporate philosophy:
   “From the bounty of nature and with biotechnology as our base, we aim to help people
   find enjoyment and health through food.” In line with this philosophy, we strive to develop and provide safe, secure, and high-quality products and services based on fermentation-centered biotechnology to meet customer expectations, earn their trust, and ensure their satisfaction. We also consider the opinions and requests received from our customers to be valuable opportunities for enhancing the quality of our products and services, and we aim to respond sincerely and respectfully.
   
   At the same time, we recognize that certain inappropriate behaviors or unreasonable demands from some customers may harm the dignity of our employees, deteriorate the working environment, and pose a serious threat to the business activities of the Group.
   
   Considering this, and to foster a safe and respectful working environment and build constructive relationships with our customers, the Oenon Group has established this “Basic Policy on Customer Harassment.”
2. 2Definition of Customer Harassment
   The Oenon Group defines customer harassment in accordance with the Customer Harassment Countermeasure Manual issued by the Ministry of Health, Labour and Welfare as: “Excessive and inappropriate behavior by customers toward employees of the Group that harms the working environment of those employees.”
3. 3Examples of Customer Harassment
   Customer harassment includes, but is not limited to, the following.
   1. （1）Unreasonable demands from customers
      • Demands for compensation when no defect or fault is found in the provided products or services
      • Demands unrelated to the products or services offered
   2. （2）Means or manner of asserting demands that are socially unacceptable
      • Physical attacks (violence, assault)
      • Psychological attacks (threats, abusive language, insults, intimidation, coercive speech)
      • Invasion of employee privacy
      • Denial of personality, discriminatory remarks
      • Prolonged detainment, repeated or persistent aggressive behavior
      • Coercion of responses that exceed socially accepted norms
      • Irrational, excessive, or unjustified demands
      • Defamation or slander via social media or other online platforms
      • Sexual harassment or other forms of harassment
4. 4Policy on Responding to Customer Harassment
   • The Group will engage in rational and constructive dialogue with customers and business partners to reach reasonable resolutions and build stronger relationships.
   • If the Group determines that a case constitutes customer harassment, we may suspend or refuse further response after explaining the situation to the customer.
   • In cases deemed malicious by the Group, we will cooperate with the police, legal counsel, or other authorities to take appropriate action.

Most of our customers use our products and services without engaging in any behavior that falls under this policy. However, should a case of customer harassment occur, we will respond in accordance with this policy. We appreciate your understanding and cooperation.

Establishment: July 30, 2025
Yuji Nishinaga, President and CEO
Oenon Holdings, Inc.