In line with our corporate philosophy of "Creating Happiness and Harmony in Our Communities through Entertainment", we, Lawson Entertainment, Inc., aim to realize our corporate philosophy by meeting the expectations of our customers and business partners ("Customers"). Furthermore, we value the feedback of Customers and strive to enhance our products and services on a daily basis to ensure satisfaction among all entertainment users.
However, some customer feedback, including opinions, requests, and behavior received at our customer centers, stores, venues, and others, is considered to be unreasonable requests that are inappropriate or beyond the socially acceptable means or manners.
We deem such unreasonable requests or behaviors to be a significant issue that undermines the dignity of our employees and leads to a deteriorating work environment.
We have a responsibility to protect the human rights of our employees and provide a safe and secure working environment. At the same time, it is our duty to consistently provide high-quality services to Customers. Accordingly, we will respond in a firm and decisive manner to any unreasonable requests or behaviors.
In the unlikely event that our employees are faced with unreasonable requests or behaviors from Customers, our employees are encouraged to report the issue to their supervisor. Furthermore, if such requests or behaviors are deemed malicious, we will respond in an organized manner, including consulting with the relevant authorities, such as lawyers and the police, as necessary.

■About Customer Harassment

We define "Customer Harassment" based on the definition of "the Corporate Manual for Customer Harassment Countermeasures" released by the Ministry of Health, Labour and Welfare of Japan:
"Among complaints and behaviors of customers those that comprise unreasonable requests, with socially unacceptable means and manners entailed for satisfying request, where such means or manners adversely affect working environment of employees."(*)
(*Translated from "the Corporate Manual for Customer Harassment Countermeasures", Ministry of Health, Labour and Welfare.)

[Examples of Customer Harassment]

Examples of actions that we consider as Customer Harassment include, but not limited to, the following:

(1) Unreasonable Requests from Customers

• No defects or negligence found in products or services provided.
• The requests are irrelevant to the products and services provided.

(2) Requests from Customers that Entail Socially Unacceptable Means or Manners

• Violence, injury, or other physical attacks, or damage to products and services.
• Intimidating behaviors of shouting or cursing , threats, or verbal abuse.
• Slander, defamation, or insult that damage our reputations or brand value, or infringe the honor or privacy of our employees. This includes, but not limited to instances of defamation or slander on social media and the Internet.
• Continuous or persistent behavior, such as excessive repetition of inquiries about unreasonable requests.
• Prolonged telephone calls, non-eviction from our stores, or binding behavior against our employees outside of offices.
• Discriminatory language or behavior against our employees based on race, ethnicity, nationality, place of origin, sex, age, disability, religion, belief, thought, background, sexual identity, sexual orientation, employment type, etc.
• Physical or mental sexual behavior such as contact, ambushing, stalking, secretly photographing, making obscene remarks towards our employees.
• Other unreasonable requests for product exchange, monetary compensation, or demands for apologies, or behaviors that annoys other Customers.

■Response to Customer Harassment

• We will address the situation at the organization level, with coordination between our supervisors and the head office management department, rather than having each employee to respond.
• In the event of an emergency or the necessity of civil or criminal measures, we will consult with, contact, and report to lawyers, the police, the local government experts, or the facility administrators.
• Please note that conversations with Customers may be recorded for the purpose of accurately understanding the situations.
• We may terminate transactions with Customers who has engaged in Customer Harassment and suspend various membership accounts, and refuse entry to our stores or venues.

Established on August 1, 2024