For the purposes of this Policy, "Customer Harassment" means conduct by purchasers, circles, creators, business partners, or other persons involved in the Service where the content of a demand, or the means or manner in which it is made, exceeds what is socially reasonable and adversely affects the working environment, business operations, safety of the Company's employees or other relevant persons, or the normal operation of the Service.
Whether conduct constitutes Customer Harassment will be reasonably determined by the Company based on all relevant circumstances, including the content, purpose, frequency, duration, means, manner, and previous response to the demand.
Conduct not specifically described in this Policy may also be subject to this Policy if the Company reasonably determines that such conduct constitutes Customer Harassment.
The Company may treat the following conduct as Customer Harassment.
1. Abusive, Insulting, or Threatening Conduct
・Threats such as "I will kill you," "I will hit you," or "I will harm you";
・Statements suggesting violence;
・Pressure through shouting, yelling, intimidation, commands, or similar conduct, regardless of whether such conduct occurs verbally, in email messages, or through other forms of communication;
・Insults, personal attacks, or defamation directed at Company employees;
・Discriminatory remarks;
・Sexual remarks or sexual harassment;
・Forcing employees to make excessive apologies, including prostration;
・Threats or harassment directed at employees' or relevant persons' family members.
2. Unreasonable or Excessive Demands
・Demanding refunds contrary to the Terms, contracts, or sales conditions;
・Demanding services, compensation, benefits, or other measures that the Company does not ordinarily provide;
・Demanding money without reasonable grounds;
・Forcing the Company to sell works that violate or that the Company has determined to have violated its review standards;
・Demanding restoration of works that have been suspended or removed through threats or intimidation;
・Demanding monetary compensation from individual employees;
・Demanding the dismissal, demotion, or disciplinary action of an employee;
・Other demands that are significantly excessive or unreasonable.
3. Persistent or Repeated Inquiries
・Repeatedly making inquiries concerning the same matter;
・Repeatedly demanding an answer to a matter that has already been answered without reasonable grounds;
・Sending a large number of emails or inquiries within a short period;
・Repeatedly making the same inquiries using multiple accounts;
・Repeatedly demanding a change of the person in charge;
・Keeping the person in charge occupied for an excessive period;
・Repeatedly demanding an immediate response.
4. Personal Attacks Against Employees and Other Relevant Persons
・Attempting to identify or investigate an employee's name, address, telephone number, or other personal information;
・Publishing or disseminating an employee's personal information;
・Identifying an employee's social media account and contacting or harassing the employee through such account;
・Contacting an employee's family members, friends, or other persons associated with the employee;
・Visiting an employee's residence, workplace, event venue, or other location where the employee may be present;
・Photographing or recording an employee and saving or publishing such photographs or recordings.
Article 3. Conduct on Social Media, Bulletin Boards, and Other Platforms
The following conduct may also be treated as Customer Harassment depending on its content and manner.
・Defamation or personal attacks against individual employees;
・Intentionally disseminating false or seriously misleading information;
・Publishing an employee's name, photograph, or personal information;
・Making unreasonable demands while threatening to expose, cause a public backlash against, or disseminate information about the Company or its employees;
・Using online controversy or public backlash to force refunds, resumption of sales, restoration of accounts, or similar measures;
・Calling upon third parties to engage in collective harassment against the Company or its employees;
・Calling upon third parties to submit large numbers of reports or inquiries for the purpose of interfering with the Company's operations.
This Policy does not prohibit legitimate criticism, reviews, opinions, complaints, information provided for legitimate public-interest purposes, or other lawful and reasonable forms of expression.
Article 4. Demands Involving Fraudulent or Improper Conduct
The following conduct may also be subject to this Policy.
・Making inquiries while impersonating another person;
・Unauthorized use of another person's account;
・Using multiple accounts to circumvent usage restrictions or other measures;
・Providing false information in an attempt to obtain refunds or other benefits;
・Making unreasonable demands by exploiting fraudulent payments, chargebacks, or similar mechanisms;
・Intentionally circumventing identity verification, age verification, or other verification procedures;
・Interfering with the operation of the Service through unauthorized access or other means.
For the purposes of responding to Customer Harassment, preventing recurrence, ensuring the safety of employees and relevant persons, and handling legal proceedings or other necessary matters, the Company may record and retain the following information to the extent reasonably necessary.
・Inquiry details;
・Emails;
・Messages exchanged through the Service;
・Account information;
・Usage history;
・Access logs;
・Call recordings and records of communications;
・Information publicly available on social media, bulletin boards, or other platforms;
・Other information relating to the relevant incident.
Where necessary, the Company may provide such records to attorneys, law enforcement authorities, courts, or other relevant authorities.
Article 6. Discontinuation and Restriction of Inquiries
If the Company determines that conduct constitutes Customer Harassment, the Company may discontinue responding to the relevant inquiry without prior notice or warning.
If the same or similar inquiries are repeatedly made, the Company may restrict the relevant user's access to inquiry channels for a specified period or indefinitely.
If, after the Company has discontinued responding, the user continues to make the same or similar inquiries through another account, email address, or other means, the Company may likewise discontinue responding to such inquiries.
Article 7. Measures Against Accounts, Works, and Other Content
Where Customer Harassment or other violations of the Terms of Service or other rules established by the Company are identified, the Company may take the following measures depending on the nature and severity of the matter.
・Warning;
・Termination of inquiry handling;
・Restriction of inquiry functions;
・Temporary suspension of an account;
・Restriction of account functions;
・Suspension of account use;
・Forced withdrawal or cancellation of registration;
・Suspension of sales of works;
・Suspension or removal of works;
・Suspension or cancellation of circle registration;
・Other measures deemed necessary and reasonable by the Company.
For serious, urgent, or potentially criminal conduct, the Company may immediately take any of the above measures without prior warning.
1. If a user engages in Customer Harassment, interference with business operations, threats, coercion, defamation, unauthorized disclosure of personal information, unauthorized access, other unlawful conduct, or violations of the Terms of Service or other applicable rules, and such conduct causes damage to the Company, the Company may seek compensation for such damage from the relevant user.
2. Such damage may include the following reasonable costs incurred by the Company in responding to the conduct and recovering from the resulting harm:
・Costs of investigating and verifying the facts;
・Costs of preserving and analyzing logs, communication records, and other evidence;
・Costs of system monitoring, restoration, modification, and other technical measures;
・Costs of security measures;
・Costs of consulting external specialists;
・Reasonable costs incurred for consultation with or engagement of attorneys;
・Costs incurred in legal proceedings;
・Reasonable costs incurred to ensure the safety of employees and other relevant persons;
・Other reasonable costs and damages having a reasonable causal relationship with the conduct.
3. Where the Company engages external attorneys, investigation companies, security providers, system providers, or other professional service providers to respond to Customer Harassment, reasonable costs incurred for such response may also be included in the damages described above.
4. If the Company receives a claim for damages, costs, or other compensation from a third party, and such claim arises from Customer Harassment, unlawful conduct, or a violation of the applicable rules by a user, the Company may seek compensation from the relevant user for reasonable costs incurred in responding to such claim and damages borne by the Company.
5. A claim for damages under this Article does not prevent the Company from suspending use of the Service, suspending an account, suspending sales of works, or taking other measures.
Article 9. Legal Measures and Reporting to Relevant Authorities
If the Company determines that Customer Harassment may constitute a criminal offense or other unlawful conduct, the Company may consult with, report to, or provide information to the police, attorneys, courts, or other relevant authorities.
The Company may immediately consult with or report to relevant authorities in cases involving serious conduct such as:
・Threats;
・Assault or bodily injury;
・Coercion;
・Stalking;
・Defamation;
・Insults;
・Interference with business operations;
・Unauthorized access;
・Unauthorized acquisition or disclosure of personal information;
・Other conduct suspected of constituting a criminal offense.
In such cases, the Company is not obligated to provide prior notice to the relevant user.
Article 10. Protection of Employees and Relevant Persons
The Company may take the following measures as necessary to ensure the safety and well-being of employees and other relevant persons who have been subjected to Customer Harassment.
・Changing the person in charge;
・Handling matters through multiple personnel;
・Discontinuing the response;
・Restricting access to inquiry channels;
・Consulting attorneys or other specialists;
・Consulting with or reporting to the police or other relevant authorities;
・Other necessary measures.
Article 11. Handling of Legitimate Complaints and Inquiries
The Company does not intend to unfairly restrict legitimate inquiries, complaints, refund-related inquiries, reports concerning works, reports of violations of the Terms of Service, objections, or other lawful exercises of rights on the basis of this Policy.
However, even where the substance of a demand is legitimate, the conduct may be subject to this Policy if the means or manner in which the demand is made exceeds what is socially reasonable.
This Policy applies to purchasers, circles, creators, business partners, and all other persons involved in DL.Getchu.com and the Service.
This Policy may also apply to conduct directed at the Company or its employees through email, telephone, social media, bulletin boards, postal mail, visits, or any other means, in addition to conduct occurring through the Service.
The Company will utilize legitimate opinions and feedback from users to improve the Service.
However, the Company will not tolerate violence, threats, coercion, insults, defamation, personal attacks, persistent demands, interference with business operations, unauthorized access, or any other conduct that causes a significant burden or harm to the Company's employees, circles, purchasers, business partners, or other relevant persons.
Where necessary, the Company may discontinue responses, restrict access to inquiry channels, suspend accounts, terminate memberships, suspend sales of works, seek compensation for damages, consult with or report to the police, attorneys, or other relevant authorities, and take legal action.
