1. Introduction

At Stella dell'Angelo, we strive to provide exceptional wedding services. We value all opinions and requests from our customers as essential opportunities to improve our services and quality.

However, certain requests or behaviors from customers may involve verbal abuse, threats, or acts of violence that violate the dignity of our staff. These acts, when deemed significantly inappropriate under social norms, not only deteriorate the working environment of our employees but may also impede the safe and reliable delivery of services.

In order to protect the well-being and rights of our staff and to maintain a constructive relationship with our customers, we hereby establish this Basic Policy on Customer Harassment.

2. Definition of Customer Harassment

At our venue, customer harassment is defined as:

“Any speech or conduct by a customer or related party that, in view of the legitimacy of the demand, employs a means or manner deemed socially unacceptable, thereby impairing the working environment of the employee.”

This includes, but is not limited to, the following categories:

(1) Examples of demands lacking legitimacy

• Requests for refunds, discounts or special treatment without any defect or fault in the provided service.
• Demands for special treatment due to weather, natural disasters, or other circumstances beyond our control.
• Refusing to pay cancellation fees or demanding refunds for fees already paid after voluntarily canceling for personal reasons.
• Demanding products, services or special arrangements such as performances or effects not included in the original contract.

(2) Examples of socially unacceptable means or behavior

• Physical assault or injury.
• Psychological abuse such as threats, slander, defamation, verbal insults.
  • For example: aggressive or degrading language toward staff, spoken in a harsh tone, that damages their reputation or denies their dignity.
  • For example: online or social media defamation, including the spread of false information.
  • For example: harassment such as stalking or persistent following of staff.
  • For example: threatening to record or film conversations and either publish them online or report them to the media.
• Intimidation or coercion.
  • For example: yelling, hitting objects, intimidating behavior such as kicking, suggesting negative reviews on social media.
  • For example: implying affiliation with anti-social groups.
• Coercive behavior including forced kneeling and similar acts.
• Persistent or repetitive conduct.
  • For example: frequent phone calls (including silent calls), unannounced visits, summoning staff, sending letters, making repeated demands or engaging in excessive fault-finding or accusatory behavior.
  • For example: repeatedly demanding the same apology or explanation or similar responses.
• Confining behavior (refusal to leave, extended detainment, prolonged stay, confinement, or similar obstructive behavior).
  • For example: remaining after being asked to leave, or calling staff to off-site locations.
  • For example: repeating the same statements or actions multiple times during a single visit or phone call.
  • For example: excessively long conversations.
• Discriminatory remarks regarding race, ethnicity, religion, or occupation.
• Sexual harassment.
  • For example: sexual advances, SOGI-based harassment, other types of harassment, stalking, loitering, or acts such as hidden recording and surveillance.
  • Note: SOGI stands for Sexual Orientation and Gender Identity.
• Targeted personal attacks or demands on individual staff.
  • For example: private contact via phone or social media, demands for disciplinary action, or posting comments or content related to staff on social media or similar platforms.
  • For example: invasion of privacy such as unauthorized photography, filming, audio or video recording, and the use, distribution, or online publication of such materials or other personal information without consent.

（Potentially unreasonable conduct despite the legitimacy of the underlying request.）

• Demands for product replacement that exceed reasonable service standards.
  • For example: demanding products or services not offered by our venue.
• Requests for monetary compensation or goods that exceed socially accepted standards.
• Unreasonable demands for public apologies (excluding forced kneeling).
  Requests for apologies or public statements without reasonable grounds. (This includes demands such as replacing staff members, requesting an apology from management, or insisting on the publication of an apology on our official website.)
• Any other conduct deemed unlawful or inappropriate.

3. Internal Response to Customer Harassment

• When harassment is suspected, the staff member’s health and safety will take top priority. The company will take a coordinated and firm stance against inappropriate or unjust demands.
• Staff will receive training on how to recognize and appropriately respond to harassment, they will also be instructed not to engage in any form of harassment toward clients or business partners during the performance of their duties.
• An internal consultation point for customer harassment will be established, along with a support system that enables cooperation with law enforcement, legal professionals, and other relevant parties.

4. External Response to Customer Harassment

• For the purpose of accurate fact-finding and recordkeeping, we may record telephone or online conversations with customers, either audio or video, at our discretion.
• If a customer's behavior is determined to constitute customer harassment, we may suspend all further interactions and refuse entry to our premises, services, telephone or written correspondence, as well as any future service reservations.
• If it is found that the personal name or information of a staff member has been published online, we will take appropriate action, including requesting removal and pursuing legal measures if necessary.
• In severe cases, we will take appropriate action in consultation with legal professionals and relevant authorities.

5. Compliance with Other Applicable Laws and Regulations

In addition to the above, our venue complies with all laws and regulations related to customer harassment.

End of Policy