Customer Harassment Policy

Under our group vision of "Bringing the world together through Pokémon," we aim to delight our fans through excellent products and meaningful experiences. The feedback and suggestions we receive from our customers are invaluable in helping us achieve this, and we address them with the utmost sincerity.

However, we have observed some instances of harassment, including defamation, threats, and threats of harm or business interference, directed at our employees at our stores, our customer support centers, and on social media. Such behavior prevents our employees and associates from carrying out their duties with peace of mind, potentially harming their physical and mental well-being. Ultimately, this can also cause inconvenience to other customers.

To ensure a safe working environment, we have established a Policy on Customer Harassment and will take action based on its guidelines. We appreciate your understanding in this matter.

We take all valuable customer feedback and suggestions seriously and address them to improve the quality of our products and services. However, if a customer's behavior toward our staff goes beyond what is considered socially acceptable, we may refuse service. This could include asking the individual to leave an event, store, or office, or revoking their membership from our organization. In cases we deem malicious, we will take all necessary and appropriate measures, such as permanently banning the individual from our premises and services, contacting security or the law enforcement, or consulting with legal counsel.

This policy also applies to similar behavior directed at our development and production partners, as well as other contractors (both companies and individuals, including volunteers).
Examples of such behavior include, but are not limited to, the following:

Verbal Abuse, Intimidation, and Threats

Aggressive behavior toward employees through words or attitude such as:

• Words and actions that cause fear of harm to a person or property (such as event venues, stores, or offices).
• Threatening actions such as cornering an employee with a group, stalking, or ambushing them.

Insulting and Discriminatory Behavior

Words and actions that damage an employee's personality or dignity, or make discriminatory remarks such as:

• Discriminatory language based on race, gender, physical characteristics, or other attributes, as well as sexually suggestive language.

Unreasonable and Excessive Demands

Unjustified demands that go beyond what is considered socially acceptable such as:

• Demanding a staff member kneel on the ground.
• Making unreasonable demands for money, goods, or special treatment.
• Requesting meetings at locations unrelated to the service.

Invasion of Privacy

Inappropriate actions related to an employee's personal information such as:

• Unauthorized photography and recording.
• Unauthorized posting of images, videos, audio, or text on social media.

Violence and Physical Assault

Harmful acts towards employees' bodies or property such as:

• Throwing objects.
• Punching, kicking, or forcefully pushing.
• Shouting or making loud noises near an employee's ear.
• Grabbing arms or clothing.
• Destroying exhibits or equipment.

Defamation

Malicious information dissemination such as:

• Spreading information via social media, documents, or posters that is a gross misrepresentation of the facts, with the intent to harm someone's reputation

Hindering Business Operations

Acts that hinder the smooth provision of services or cause a nuisance to other customers such as:

• Failure to leave premises
• Loitering
• Excessively long phone calls
• A large volume of emails to demand an explanation or scold an employee
• Restraining an employee through persistent, repeated demands
• The act of instigating or inciting a large, unspecified number of people to make demands, thereby hindering services and business operations.

The Pokémon Company
Pokémon Center Co., Ltd.