Policy

Customer Policy

Basic Policy

Goryu Co., Ltd. recognizes the value of providing enriching mountain experiences and is committed to giving back to everyone involved. To achieve this, we believe it is our responsibility to ensure that every employee can work in a safe and healthy environment, free from any harm to their dignity.

In order to continue meeting the trust and expectations of our many Goryu fans while also protecting the dignity of all employees, we have established guidelines to address acts that constitute customer harassment.

Definition of Customer Harassment

Customer demands or behavior that lack reasonableness.

Even if a demand itself is reasonable, if the method or manner of achieving it is socially unacceptable and negatively impacts the working environment of employees, it will be considered customer harassment.

※ Definition of “Customer”: This includes not only direct beneficiaries of our services but also anyone related to our business operations.

Examples of Customer Harassment

Customer actions that are deemed unreasonable, inappropriate, or highly likely to be inappropriate include:

  • Physical attacks (assault, injury)
  • Verbal or psychological attacks (threats, defamation, insults, verbal abuse, intimidation, demands for public apologies)
  • Claims for compensation for time loss
  • Persistent and excessive demands
  • Restraining behavior (refusal to leave, loitering)
  • Discriminatory or sexual remarks
  • Personal attacks or unreasonable demands directed at staff
  • Unjustified requests for product exchanges or financial compensation
  • Defamatory actions on social media or online platforms

Response to Customer Harassment

If behavior is deemed to constitute customer harassment, the following actions may be taken:

  • The issue will be handled organizationally rather than individually.
  • The customer may be denied future entry or contact.
  • Depending on the situation, we may involve the police or external experts for appropriate action.

Request to Our Customers

We kindly ask all customers to respect one another and observe proper etiquette. Our team works hard to provide a comfortable and enjoyable mountain experience for everyone.

We appreciate your understanding and cooperation in fostering a pleasant environment for both customers and staff.