Customer Harassment Policy

1. Introduction

Gotcha Gotcha Games Inc. (the “Company”) aims to deliver a wide variety of content to customers around the world and contribute to the creation of spiritually rich society.
The Company will sincerely address your opinions and requests, but, as an organization, we stand resolutely against acts that affront the dignity of employees, etc. and requests that are beyond what is socially acceptable.

2. Acts the Company Resolutely Stands Against

In accordance with Ministry of Health, Labour and Welfare guidelines, the Company defines customer harassment as follows.
Even when a customer appears to have valid grounds for a claim or complaint, if the Company deems a customer’s claim or complaint to be socially unacceptable in terms of its means or tone, the Company will treat the matter as customer harassment and refuse to address it.

(1) Acts that are inappropriate in terms of their means or tone despite the validity of the customer's request
Examples)

Physical or psychological attacks

Violence, intimidation, blackmail, menacing, threats, insults or words or actions that denigrate a person's character

Restraint or persistent behaviors

Long telephone conversations, refusing to leave a location, refusing to allow people to leave or restraining them for long periods by excessively repeating the same requests or complaints

Digital harassment

Defamation of employees, etc. or invasion of their privacy (e.g., secretly photographing or filming them, the unauthorized publication of these images, the release of personal information) on social media or the Internet

Inappropriate words or conduct

Discriminatory or sexual words or conduct (sexual harassment) against employees, etc.

(2) Unjustifiable demands from customers
Examples)

Demands for excessive service

Demands for treatment beyond the Company's regulations or the scope of warranties, or for preferential treatment without reasonable grounds

Unjustifiable demands for money or apologies

Demands for money beyond the legal responsibilities of the Company, or that employees prostrate themselves or apologize in other ways that are excessive in light of social standards

Unjustifiable demands for punishment

Demands for the dismissal or punishment of employees, etc.

Obstruction of business

Obstruction of regular operations through one-sided, excessive contact to support desks, official social media accounts, etc.

3. Response to Customer Harassment

Discontinuation of responses

We may refuse to handle a customer's request or offer services if any act that violates this policy has been confirmed.

Legal action

If the violation is deemed to be very malicious (e.g. blackmail, obstruction of business, defamation), we will report the matter to the police or take legal action (including requests to disclose information about the sender) in cooperation with lawyers.

Care of employees, etc.

The physical and psychological safety of affected employees, etc. will be ensured and appropriate care will be provided via the consultation office.

*The above definitions and examples are based on the Corporate Manual on Measures against Customer Harassment created by the Ministry of Health, Labour and Welfare.
Please note that the behaviors shown here are examples only. Customer harassment is not limited to the above.

4. A Message to All

We wish to build good relationships with all of you to continue to provide better content and services. Thank you for your understanding and cooperation.