Learn + Travel = Life Experience

1. Philosophy

Our company, under the motto of "supporting growth through learning and cultural exchange," provides lifestyle support services for international students and accommodation services for travel guests. While customer feedback is an opportunity for service improvement, we do not tolerate actions that harm the dignity of our employees. We are committed to ensuring a safe workplace environment and enhancing customer satisfaction.

2. Definition

Based on the "Corporate Manual for Addressing Customer Harassment" published by the Ministry of Health, Labour and Welfare, customer harassment is primarily defined as "actions or complaints from customers where the content of the demands is unreasonable in light of their appropriateness, and the means or manner of achieving those demands are socially unacceptable, thereby harming the employees' work environment." Customer harassment refers to actions such as violence, verbal abuse, or excessive demands by customers that negatively impact the work environment of employees.
Behaviors Subject to Customer Harassment This is based on the "Corporate Manual for Customer Harassment Measures" published by the Ministry of Health, Labour and Welfare. However, the behaviors are not limited to the following:

(1) Examples of demands lacking reasonableness
・ When no defects or negligence are found in our products or services
・ When the content of the demand is unrelated to our products or services
(2) Examples of means or manners deemed socially unacceptable
a. Behaviors likely to be considered inappropriate regardless of the reasonableness of the demand
・ Physical attacks (assault, injury)
・ Mental attacks (threats, slander, defamation, insults, abusive language)
・ Intimidating behavior
・ Demands for kneeling apologies
・ Persistent (repeated) or relentless (incessant) behavior
・ Restrictive actions (refusal to leave, lingering)
・ Discriminatory remarks
・ Sexual remarks
・ Attacks or demands targeting individual employees

b. Behaviors that may be deemed inappropriate depending on the reasonableness of the demand
・ Demands for product exchanges
・ Demands for monetary compensation
・ Demands for apologies without reasonable grounds
(3) Other disruptive behaviors by customers
・ Defamatory actions on social media or the internet

3. Internal Response

In accordance with the Tokyo Metropolitan "Customer Harassment Prevention Ordinance" (effective October 2024), businesses are obligated to implement preventive measures.
Prioritizing employee safety and mental health.
Strengthening response capabilities, including cultural considerations, through regular training.
Establishing consultation channels and coordination with external organizations (police, lawyers).

4. External Response

Aiming to resolve issues through rational discussions.
If deemed customer harassment, we will suspend response and, if necessary, consult with the police or lawyers.

5. Handling Customer Harassment

In the event of behaviors constituting customer harassment, we will take firm measures to protect employees, which may include refusing facility use.
Additionally, we will collaborate with external experts such as the police or lawyers and take strict measures, including legal action.

6. Request to Customers

Our company strives to be empathetic and fulfill the needs of our customers.
However, if behaviors constituting customer harassment are identified, we will respond in accordance with this policy and kindly ask for your understanding and cooperation.

Conversations with guests may be recorded, Please be cooperation.

July 2, 2025