CUSTOMER HARASSMENT POLICY

Definition of Customer Harassment

Customer harassment refers to any words or actions from a customer that, regardless of the validity of the complaint, are unreasonable in manner or excessive in nature, and which cause harm to an employee’s work environment or to the overall guest experience at our establishments.

Examples (including but not limited to):

1. Physical aggression
   Grabbing, hitting, kicking, pushing, throwing drinks, etc.
2. Verbal abuse or intimidation
   Threats, insults, defamation, derogatory remarks about appearance, etc.
3. Forcing an employee to kneel in apology
4. Persistent or repetitive complaints
   Nitpicking, shifting arguments, excessive demands, etc.
5. Coercive behavior
   Refusing to leave, barging into private spaces, confinement, etc.
6. Discriminatory remarks
   Based on race, gender, age, etc.
7. Sexual harassment
   Stalking, inappropriate touching, taking unauthorized photos or videos, etc.
8. Personal attacks on employees
   Posting staff names or private information online, etc.
9. Unreasonable demands
   Forcing compensation, demanding free food or services, excessive apologies, etc.

Our Response to Customer Harassment

We treat all customer feedback with sincerity and strive for improvement as part of building better restaurants and long-term relationships with our guests.
However, when a case is recognized as customer harassment, we will take appropriate steps to protect the dignity of our employees and ensure a safe environment for all. This may include refusing service, restricting future visits, and where necessary, consulting legal professionals or law enforcement to take legal action.

Ongoing Initiatives at HUGE

To ensure safe and respectful workplaces, we will continue to implement the following:

• Clearly communicating this policy and raising awareness among employees
• Establishing internal consultation systems for staff
• Creating protocols and procedures for responding to customer harassment
• Providing regular training and education on the issue

A Message to Our Guests

At HUGE, we are devoted to creating a better experience not only for our employees, but also for our guests, partners, and all those connected to us.
We will continue to build restaurants of enduring quality—restaurants that become beloved parts of the community.
We sincerely appreciate your continued understanding and support.

• This policy has been developed in accordance with the Japanese Ministry of Health, Labour and Welfare’s official “Customer Harassment Prevention Manual.”