Customer Harassment Policy

CES PEAK Co., Ltd.

1. Introduction

   Under our core philosophy of "Offering an Extraordinary," the Company is dedicated to providing safe, secure, and high-quality accommodation, products, and services by sincerely addressing our guests' needs and constantly striving to enhance customer satisfaction. We consider the feedback, opinions, and requests received from our customers to be invaluable opportunities for improving our services and quality.

   At the same time, certain demands and behaviors from a small minority of individuals cross acceptable boundaries, including verbal abuse that denies an employee's personal character, threats, and physical violence thereby severely injuring the dignity of our staff. Such actions, which are profoundly unjust in light of socially accepted norms, not only deteriorate the working environment for our employees , also grave matters that can negatively impact our ability to deliver safe and secure services to all guests.

   We firmly believe that ensuring a safe and secure working environment allows our employees to engage in their duties with peace of mind, which ultimately leads to building better, more trustful relationships with our customers. To this end, Company has established this "Basic Policy Against Customer Harassment."

2. Definition of Customer Harassment

   The Company defines customer harassment as "any significant nuisance or abusive behavior directed toward the Company (including its accommodation facilities and stores) or its employees by a customer that impairs or compromises the employee's working environment."Specifically, this includes but is not limited to the following actions.

   • Acts of physical violence or physical assault.
   • Verbal abuse, insults, defamation, or slander.
   • Intimidation and coercive threats.
   • Discriminatory remarks or statements that insult or deny an employee’s personal character (Discrimination).
   • Coercion of a forced kneeling apology (dogeza).
   • Unreasonable detention or confining employees for extended periods.
   • Coercing actions or remedies that far exceed socially accepted norms.
   • Unjust, irrational, or excessive demands lacking any reasonable grounds.
   • Defamatory social media postings or online reviews intended to damage the credibility of the Company, its facilities, or its stores, as well as the unauthorized posting of employees' personal information.
   • Sexual harassment, SOGI harassment, any other forms of harassment, or stalking behaviors directed toward employees.

   ※ "SOGI" is an acronym for Sexual Orientation and Gender Identity.

3. Response to Customer Harassment (Internal Measures)

   • An employee suffers from customer harassment, the Company shall make the psychological and physical care of the affected staff member its highest priority.
   • The Company shall regularly conduct specialized training programs to equip all employees with the knowledge and practical coping mechanisms required to handle customer harassment.
   • The Company shall establish a dedicated internal consultation desk and reinforce its institutional framework by maintaining close, seamless coordination with law enforcement authorities and legal counsel.

4. Response to Customer Harassment (External Measures)

   • While we firmly commit to engaging in rational and reasonable dialogue to resolve disputes, if the Company determines that a customer’s conduct falls under the definition of customer harassment, we will immediately terminate the interaction and reserve the right to refuse any further provision of services.
   • Furthermore, the behavior is deemed malicious, egregious, or unlawful, the Company will maintain an absolute, firm stance and pursue strict legal remedies in full coordination with the police and external legal experts.