CUSTOMER SERVICE POLICY

The SANKI SHOJI Group (hereinafter referred to as "the Group"), under the vision of "Create a Star of Attraction," is a company that continues to offer richness suited to the times by proposing lifestyles that excite people, aiming to create the extraordinary within everyday life. We have established this policy to face all customers associated with the Group with sincerity (including all customers who already have a relationship with the Group through transactions, product purchases, or service utilization, as well as potential customers who may engage in transactions, purchase products, or utilize services with the Group in the future), to build relationships of trust and cooperation, to provide even higher quality services, and to achieve the vision beyond.

The Group aims to provide sincere and high-quality services to our customers while simultaneously protecting the mental and physical safety and dignity of our employees from customer harassment, thereby ensuring an environment where they can focus on delivering the services they are meant to provide with peace of mind. To achieve this, we will take a resolute stance against actions by a tiny fraction of customers whose unilateral demands, behavior, or words depart from socially accepted norms and threaten the peace and safety of other customers or our employees, striving to maintain a healthy environment.

This policy applies to all customers and all employed staff (including regular employees and fixed-term contract employees). Furthermore, customer harassment includes behavior and words in any setting, encompassing not only actions committed in person but also those conducted via writing, telephone, email, and social media or other online platforms.

Based on the "Corporate Manual on Measures Against Customer Harassment" issued by the Ministry of Health, Labour and Welfare in February 2022, and the draft guidelines for the "Definition of Customer Harassment" discussed at the Ministry's Labour Policy Council in November 2024, the Group defines the following acts that exceed socially accepted norms as customer harassment. Please note that the following are examples, and actions other than these will be evaluated on a case-by-case basis. (1) Excessive or Unjust Demands ・Demands for refunds, compensation, or damages without justifiable grounds. ・Coercion to provide support that significantly exceeds the scope of our services, or making excessive/unreasonable demands. ・Persistent badgering, such as repeatedly raising the same issue, shifting the argument, or nitpicking/trapping staff in their words. (2) Physical or Mental Attacks ・Acts of violence or injury, such as punching, kicking, hitting, or throwing objects, regardless of whether it is intentional. ・Abusive language, insults, or behavior and words that deny a person's dignity/personality. ・Intimidating or threatening behavior and words. ・Threats or demands/coercion for apologies, including forcing someone to prostrate themselves (dogeza). ・Detaining staff for long periods or refusing to leave, whether in person or remotely. (3) Various Forms of Harassment ・Sexual language, contact, and general acts of harassment. ・Remarks that constitute an invasion of privacy. (4) Business Obstruction ・Unjust defamation or posts on social media and review sites that damage or destroy the Group's credibility. ・Spreading false information. ・Acts that interfere with the normal operations of our business. ・Nuisance behavior toward other customers. (5) Other Acts ・Vandalism or destruction of facilities, property, etc. ・Other criminal behavior.

Internal Response ・Implementing measures to help employees acquire knowledge and coping mechanisms regarding customer harassment. ・Establishing a response system for when customer harassment occurs. ・Taking appropriate measures to protect employees by setting up a consultation desk for customer harassment and collaborating with external experts to ensure a more appropriate response. External Response ・Striving to resolve issues by employing reasonable and rational methods. ・If the Group deems an act to be customer harassment, measures will be taken to suspend the provision of services, and strict actions, including legal measures, will be pursued.