Customer Harassment Policy
We are committed to providing sincere and courteous service to all our customers. At the same time, in line with Japan's amended Act on Comprehensive Promotion of Labor Measures (effective October 1, 2026), which requires employers to protect their staff from customer harassment, we will respond firmly to the following conduct, even in cases where our company was found to be at fault. This includes conduct by phone or on social media / the internet.
- Unreasonable discount or price-reduction demands: Persistent demands for unfounded discounts or sudden additional discounts on a quoted price.
- Physical attacks: Violence or physical harm directed at our staff.
- Aggressive or intimidating behavior: Shouting, abusive language, or threatening demands, including conduct that escalates further even after our company has acknowledged a fault and committed to a resolution.
- Claims or complaints not based on fact, and defamation: Excessive demands or reputation-damaging statements/posts based on claims that differ from the actual work or circumstances. If malicious or excessive posts damage our company's reputation and cause business losses, we will seek compensation for damages.
- Excessive accusations based on one-sided AI-generated analysis: Analysis produced by generative AI tools can only be as accurate as the information provided to it. When information that can only be confirmed on-site (the vehicle's actual condition, working environment, etc.) is missing, the AI's conclusions often differ from reality. Our company's professional judgment, based on direct inspection of the vehicle, takes precedence over such analysis.
- Excessive demands regarding matters outside our warranty coverage: Persistent demands exceeding our stated warranty scope regarding matters such as theft, vehicle-side malfunctions, or customer modifications.
- Demands to disclose security-sensitive information: For your own vehicle's protection, we will not disclose security-sensitive information such as installation locations, wiring, or bypass/release methods, regardless of the reason given. Persistent demands for such information are also subject to this policy.
- Using reviews or social media posts as leverage: Demands such as "post a negative review unless you comply" that use online posts as a bargaining tool may be declined regardless of the underlying request's merits.
- Refusing to leave the premises: Remaining in our store after we have indicated that the interaction has concluded, or refusing to leave when asked.
If we determine that any of the above applies, we may decline to provide further service. In cases of serious misconduct, we will first confirm the facts, then preserve evidence and consult with legal counsel, the police, or other relevant authorities.
Exclusion of Anti-Social Forces
If a customer is found to be a member of, or affiliated with, organized crime groups (boryokudan) or other anti-social forces, or if unreasonable demands typical of such groups are recognized, we will immediately refuse to conduct business and terminate any agreement. We bear no liability in such cases.
This policy exists so that the vast majority of our sincere customers can continue to use our services with confidence. Thank you for your understanding.
Cancellation Policy
This cancellation policy applies to all orders and reservations, including online orders, in-store orders, phone orders, and email orders.
By placing an order or making a reservation, you are considered to have agreed to this cancellation policy.
Postponement and Cancellation
We are generally able to accept postponements and cancellations of reservations, including in unavoidable circumstances such as illness.
Postponement (changing the installation date): we will adjust the schedule free of charge.
Cancellation: for cancellations at the customer's request, based on the scheduled installation date, the following cancellation fee (as a percentage of the total amount, i.e. product price plus labor) applies:
- 7 or more days before the scheduled installation date: 30% of the total
- 3 to 6 days before the scheduled installation date: 50% of the total
- The day before or the day of the scheduled installation date: 100% of the total
The reference date and time is when we receive your message. Messages received during business hours (11:00-18:00) are judged based on that time; messages received outside business hours or on a closed day are treated as received on the next business day.
Even in unavoidable circumstances such as illness, we may still need to apply the policy above. We sincerely apologize for the inconvenience and ask for your understanding.
Deposit (Reservation Deposit / Advance Payment)
A deposit serves as proof that a contract has been concluded and, regardless of the reason, cannot be refunded. It will be applied toward the cancellation fee or the total amount due upon completion of work.
After a deposit has been paid, we proceed with ordering parts and securing your appointment slot, so please contact us in advance regarding any change of plans (postponements can be accommodated as described above).
Other
- The cooling-off system does not apply.
- Changes or cancellations due to an incorrect part number or model cannot be accepted.
- If a cancellation is made unilaterally without prior consultation, or if we are unable to reach you, we may decline future reservations, purchases, or work requests.