Basic Policy on Customer Harassment

Our company will respond appropriately to customer harassment as an organization based on the "Basic Policy on Customer Harassment" below. We will also widely disseminate this basic policy both inside and outside the company.

Haruurara Co., Ltd. "Basic Policy on Customer Harassment"

1. Introduction

Under our basic philosophy of "endless creation of feminine images," we are constantly pursuing new techniques and designs to provide the best possible service to our customers. We respond sincerely to customer requests and strive to provide techniques and services that will provide even greater satisfaction. We consider the opinions and requests we receive from our customers to be extremely valuable opportunities for improving and enhancing our services and techniques. We also aim to improve the services and techniques we provide to our customers by creating an environment where each employee can grow as a hairdresser.

On the other hand, some customers' requests and behaviors may be abusive, intimidating, or violent, and may harm the dignity of employees. Such behavior, which is extremely unreasonable in light of socially accepted standards, not only worsens the working environment for employees, but is also a serious problem that could have a negative impact on the provision of safe and secure services and beauty techniques.

We believe that ensuring a safe working environment for our employees will enable them to carry out their work with peace of mind, which will ultimately lead to better relationships with our customers. Based on this belief, we have established a "Basic Policy on Customer Harassment" at Haruurara Co., Ltd.

2. Our definition of customer harassment

We define customer harassment as "significant nuisance behavior by customers towards employees that harms the working environment of employees."

Specifically, this refers to the following actions. These are merely examples and are not intended to be limiting.

• Violence

• Abusive language, insults, and slander

• Threatening or intimidating

• Denying an employee's character or making discriminatory remarks

• Demands for dogeza

• Prolonged restraint

• Forcing people to take actions that go beyond what is considered reasonable by social standards

• Unreasonable and excessive demands that lack rationality

• Posting content that damages the reputation of the company or its employees, or personal information, etc. on social media etc.

• Sexual harassment of employees, SOGI* harassment, other harassment, stalking, etc.

*"SOGI" is an abbreviation of sexual orientation and gender identity.

3. Creating an environment to combat customer harassment

・To combat customer harassment, prevent crime within the facility, and confirm the situation in the event of an accident, we will install a camera with audio and video recording capabilities at the reception.We will establish operational rules for controlling access to video data (ID and password settings), preventing the leakage, loss, or damage of personal information including camera footage, and for the safe management of other personal data.

4. Dealing with Customer Harassment (In-house)

• If you experience customer harassment, make caring for your employees your top priority.

• We provide training to employees on knowledge of and how to deal with customer harassment.

• We will establish a system to deal with customer harassment, such as setting up a consultation desk and coordinating with the police and lawyers.

5. Dealing with Customer Harassment (External)

• When resolving a problem, we will engage in rational and reasonable discussions, but if we determine that the situation constitutes customer harassment, we may terminate the response and refuse to provide further services.

• Furthermore, if we determine that the behavior is malicious, we will take firm action in cooperation with the police and external experts (lawyers, etc.).