Appropriate product design and distribution
Horizonti will take appropriate measures to develop products and ways of their distribution that will not cause harm to customers. Products and their distribution will be designed taking into account the needs and capabilities of customers; Prevention of over-indebtednessHorizonti will take all necessary measures at all stages of the credit process to determine whether customers have the capacity to repay and avoid their over-indebtedness. In addition, Horizonti will implement and monitor internal systems that support the prevention of over-indebtedness and will make efforts to improve credit risk management in the market (such as the exchange of credit information); 
Transparency
Horizonti will provide clear, sufficient and timely information in a manner and language that customers can understand, so they can make decisions based on accurate information. This specifically refers to transparency about information related to prices, payment terms and other terms of contracts; Responsible pricingThe prices, terms and conditions will be established in a way to be acceptable to the customers, and at the same time to enable the financial sustainability of the organization;Respect and fair treatment of customersHorizons and employees will ensure fair and equal treatment of customers and treat them with respect. There will be no discrimination. Horioznti will provide adequate protection measures for timely detection and prevention of corruption, as well as aggressive and unacceptable behavior towards customers by employees, especially during the sales and debt collection process; 
Customer Data PrivacyData privacy for each individual client will be respected in accordance with the law and the regulations of the competent institutions. This data will be used exclusively for the purposes established at the time the data is collected or as provided by law, unless otherwise agreed with the client;Grievance Resolution Mechanisms
Horizonti will introduce timely and accessible mechanisms for processing and resolving customer complaints and appeals, and will use them to improve its products and services; 