So You Can Talk to Us with Peace of Mind

Our policy on customer harassment

This English version is a translation provided for convenience. If there is any difference in meaning, the Japanese version prevails.

Mai_M Art Project (“we” or “us”) takes your questions, opinions and complaints about purchases and inquiries seriously, and looks into each one before responding. We will never treat any of the following as customer harassment in itself: criticism of our work or service, concerns about colors or finish, or requests for returns or refunds under our Legal Notice.

At the same time, so that the artist and staff can keep creating and responding with peace of mind — and give every customer honest attention — we have set out the following policy.

1. Conduct we ask you to avoid

This means demands that have no reasonable basis, or demands whose content or manner goes beyond what is socially acceptable and gets in the way of our work and responses. For example:

• Abusive language, intimidating behavior, personal attacks, or threats
• Discriminatory or sexual remarks or behavior, or stalking
• Demands for discounts, refunds, or free production or changes without a reasonable basis
• Forcing changes beyond what you accepted in the final confirmation, or forcing a shorter deadline
• Forcing apologies, or demanding instant replies or responses late at night or on holidays
• Repeating the same demand after we've explained, or contacting us so often that it disrupts our work
• Defamation in social media posts, stream comments and the like, or spreading false information
• Publishing or hinting at publishing personal information, or impersonating the artist or people involved with us

2. What we do if this happens

• As a rule, we'll first ask you to stop, and explain what we can and cannot do about your request.
• If things don't improve, we may limit how and how often we can be contacted, end the conversation, or decline new requests.
• If personal safety is at risk, such as in the case of threats, we'll stop responding without prior notice and, where necessary, consult the police, lawyers or other professionals, or the operators of the services we use.
• To establish the facts, we keep records of our exchanges (handled as described in our Privacy Policy).

3. Orders in progress and completed orders

Decisions about pausing or ending an order in progress, shipping, settlement and refunds follow what you accepted in the final confirmation, our Legal Notice, the terms of the payment service you used and applicable law, taking into account how far production has progressed. We will never refuse refunds across the board on the grounds of this policy.

4. Where to reach us

For questions or complaints, please use the order form (or, if you have an order in progress, your private chat page) or email us (mai.m.mai.m.20230728@gmail.com), and tell us which order it concerns (the work number, etc.) and the details.

Established: October 3, 2026