Basic Policy on Customer Harassment

SEA STORY Co., Ltd. is a company that provides services that are attentive to our customers' precious time and feelings, including cruising, sea burial (sea ceremony), and event space management, and we have always sincerely listened to our customers' voices. On the other hand, we will take a firm stance as a company against acts that harm the personality and dignity of our employees, including crew members and staff (customer harassment), and protect an environment in which our employees can work with peace of mind.

1. Basic policy

• We believe that protecting the safety and dignity of our employees is a crucial responsibility of the company.
• We calmly distinguish between legitimate opinions and requests and actions that constitute customer harassment. We will respond to the former with sincerity and to the latter resolutely as an organization.
• To protect our employees from customer harassment, we have established a system in cooperation with our legal counsel.

2. Examples of actions that constitute customer harassment

• Abusive language, intimidation, insults, and actions that deny a person's dignity
• Unjustified demands for refunds, discounts, or other compensation, and endless additional demands after the service has been completed.
• Prolonged and repetitive complaints, persistent communication that disrupts business operations
• Intimidating behavior targeting specific employees (including those of a certain gender)
• Defamation and slander against individual employees on social media and the internet

3. Service-Specific Approaches

Our company operates multiple businesses as listed below, and we will respond to each of them according to its specific characteristics.

• Cruising business (Anniversary Cruise / Bizcru / Yakatabune Shukuryoya / Boat HERO, etc.):Information regarding reservations and cancellations will be provided in accordance with our prior regulations (cancellation policy, etc.). In the event of cancellations or changes due to unavoidable circumstances such as bad weather, we will provide honest information in accordance with our regulations. We will not comply with excessive monetary demands or intimidating behavior beyond these limits.
• Ocean scattering of ashes service (Sea Ceremony / Tokoshie - Support for cremated remains):Given the nature of memorial services and commemorations, we will handle your request with the utmost consideration for the feelings of the bereaved family. However, if any intimidating behavior is directed towards our employees, we will take action as an organization, just as we do with customers of any other service.
• Event space and food service business (BBQ Lounge CRIB / Mobile BBQ CRIB, etc.):Information regarding reservations and cancellations will be provided in accordance with our prior regulations (cancellation policy, etc.). We will not be able to accommodate requests that exceed these regulations.
• Other services (packaged cruise tours, business trip event planning and management support, etc.):While we will respond honestly in accordance with the terms and conditions of each service contract, we will not comply with requests that exceed the bounds of socially acceptable standards or with intimidating behavior.

Businesses not explicitly mentioned above and newly launched services will also be handled in the same manner based on the fundamental principles of this policy (1. and 2.).

4. Responding to Customer Harassment

In the event of customer harassment, we will verify the facts and respond systematically as a company, not as an individual employee. We record the content of phone calls, and in cases of malicious behavior, we will consider reviewing business relationships and taking legal action in cooperation with the police and lawyers.

5. Employee consultation system

Our company has established a consultation system in cooperation with our legal counsel (Bright Law Firm). Employee complaints regarding customer harassment are promptly shared with our legal counsel through their supervisor or management department, and a response plan is determined from a legal perspective.

6. Requests to customers

We are grateful for the warm understanding and cooperation we receive from the vast majority of our customers towards our employees. We ask for your continued understanding of this policy so that our employees can continue to provide services with peace of mind.

7. Legal counsel

This policy is implemented in cooperation with our legal counsel, Bright Law Firm (Osaka Bar Association).
Legal counsel:Bright Law Firm
reference:Complete Guide to Dealing with Customer Harassment | Bright Law Firm

Enactment date: February 2026, 7
Kohei Yamada, Representative Director, SEA STORY Co., Ltd.