Basic Policy Concerning "Customer Harassment"

 

Basic Policy Concerning "Customer Harassment"

TOOT Ltd. (hereinafter referred to as “the Company”) strives to deliver a comfortable and prosperous lifestyle to all our customers by providing high quality men’s underwear.
While the Company is committed to providing sincere customer-focused service, we also believe it is important to maintain a work environment in which every staff member involved in the delivery of our products can work safely, confidently, and with pride. This policy applies to all employees, including customer support staff, sales representatives, production and planning staff, and factory staff.
Therefore, the Company has established the following basic policy concerning customer conduct that threatens the work environment of our staff (so-called "Customer Harassment," or harassment from customers) in accordance with the guidelines issued by the Ministry of Health, Labor and Welfare of the Japanese government.

1. Eligible Conduct (Definition of "Customer Harassment")

"Customer Harassment" refers to demands or opinions from customers or business partners that are inappropriate, or whose means or manner of implementation are deemed unreasonable by widely accepted social norms, and which harm the work environment of staff members. Examples of "Customer Harassment" include, but are not limited to, the following conduct.

  • Intimidation, threats, or verbal abuse: Raising one’s voice, insults, threatening words or behaviors, or defamatory comments on social media or other outlets

  • Excessive or unreasonable demands: Demanding product returns or exchanges without valid cause, refusing to cooperate with verification steps or discussions necessary to resolve issues and instead unilaterally asserting one’s own position, demanding excessive monetary compensation or discounts, or insisting that staff members prostrate themselves

  • Prolonged detainment: Insistent and repeated demands for staff assistance via phone, e-mail, or in person, or prolonged detainment without valid cause

  • Invasion of privacy: Filming or audio recording staff members without consent, posting staff members’ personal information on social media, or stalking behavior

  • Disruptive behavior on E-commerce sites and marketplaces: Deliberately ordering then canceling bulk orders, or posting baseless slander or obstructing business in reviews


2. Policy on Managing "Customer Harassment"

  • Organizational response: In the event that customer harassment occurs, rather than having individual staff members handle it, it will be handled organizationally as a company (or through a customer support representative)

  • Service suspension and denial of access: In the event that malicious behavior is confirmed, the Company may deny or restrict the customer’s access to sales floors at various department stores, as well as refuse to sell products or provide support on the Company’s official website and various e-commerce platforms (such as Amazon, Rakuten Fashion, ZOZOTOWN, and etc). The Company may even be forced to suspend or restrict certain product sales and support altogether, including for other customers.

  • Collaboration with external institutions: In the event that it is determined that a malicious act (such as intimidation, coercion, defamation, and obstruction of business) cannot be overlooked according to widely accepted social norms, the Company will collaborate with specialized institutions such as the police and lawyers to take decisive action such as legal measures.


3. Internal Initiatives

  • In keeping with this policy, the Company will implement measures for staff such as response manuals and training.

  • The Company will establish a consultation desk to provide prompt mental health support and appropriate follow-up care to staff members in the event that they fall victim to "Customer Harassment."


[Requests to Our Customers]

We would like to express our heartfelt gratitude to our many valued customers for the warm words of encouragement and sincere feedback we receive daily. The Company is committed to differentiating valid feedback, suggestions, and proposals from "Customer Harassment," and responding to them with the same dedicated attention we always have. Hereafter, our staff will continue to work together to deliver ever better products and services, but in the event that you have any concerns regarding the Company’s services or products, we would greatly appreciate your constructive feedback.

October 1, 2026
TOOT Ltd.