Customer Harassment Policy

Basic Policy on Customer Harassment

1. Purpose

As a United States corporation providing telecommunications services such as mobile phone rental, Wi-Fi rental and SIM cards throughout the world, including Japan, our mission is to deliver a safe and trouble-free communications environment to our customers. We receive opinions and requests from many customers every day. In a very small number of cases, however, demands or conduct arise that go beyond what is socially reasonable. Such acts violate the dignity and personal rights of our officers and employees and seriously undermine a safe working environment. In order to protect the human rights and the safety of all of our officers and employees, we declare that, while responding in good faith as our basic stance, we will take a firm position against customer harassment, and we hereby establish this Basic Policy.

2. Definition of customer harassment

Referring to the definition set out in the Corporate Manual on Measures against Customer Harassment published by Japan's Ministry of Health, Labour and Welfare, we define customer harassment as complaints or conduct from a customer or other party where, in light of the reasonableness of the substance of the demand, the means or manner of pursuing that demand is socially unreasonable, and where this harms the working environment of our officers or employees.

3. Examples of conduct covered (representative examples; not limited to these)

(1) Examples where the substance of the demand markedly lacks reasonableness: excessive demands for compensation for communication problems arising from matters beyond our reasonable control, such as the line conditions of local carriers, radio wave conditions, natural disasters or government regulation; one-sided attribution to us of responsibility for country-by-country communications regulations, censorship, frequency restrictions, seizure by customs and the like; demands for free extensions, free replacements or full refunds beyond our terms of use; refusal of payment obligations relating to loss, theft, damage, water damage or failure to return; suggesting or carrying out an improper chargeback; and demands for money or services unrelated to the contract.

(2) Conduct whose means or manner is socially unreasonable: assault, intimidation, threats or destruction of property; abusive language, denial of personal dignity or discriminatory remarks; defamation on social media, review sites or video platforms, or suggesting that false posts will be made; excessive or persistent contact; holding staff on the telephone for long periods or otherwise obstructing our business; sitting in at our premises, refusing to leave, or filming and recording without permission; contacting employees personally or suggesting that their personal information will be made public; and sexual conduct or other harassment.

4. How we respond

Where we determine that conduct constitutes customer harassment, we may discontinue our response, suspend further business with the customer, terminate the contract, suspend the provision of services, or ask the customer to leave our premises. In serious cases, we will respond appropriately, including through civil and criminal measures, in cooperation with the police, legal counsel and others, in accordance with the laws of the countries concerned.

5. Internal framework

We provide training on responding to customer harassment; maintain a reporting and escalation framework, including multilingual support; give priority to the safety and the psychological care of affected employees; and work with outside experts as necessary.

Established: April 1, 2026
Bonaventure Rental
Masahiro Isogawa, CEO