Customer Harassment Policy

At POTOMAK, we cherish four core values: Enjoy, Creative, Variety and Smile. Bringing these values to life with passion is what delights our guests. To achieve this, we are committed to creating a stage where our team members can act with initiative, hone their skills, feel a strong sense of belonging, and pursue their own hopes and dreams.

We sincerely listen to our guests, prioritize their enjoyment, and strive to respond with the utmost care. We want every guest to feel truly welcome and eager to return to our locations.

However, our team can only deliver this exceptional service when they feel safe. To build and protect that environment, we have established the following Customer Harassment Policy.

Definition of Customer Harassment

Customer harassment refers to any complaint or conduct from a guest or third party that is socially unacceptable in its means or manner, particularly when judged against the reasonableness of the demand. Such behavior degrades the working environment for our staff and disrupts the experience of other guests. This includes, but is not limited to, the following:

• Detaining staff for long periods or making excessive complaints (e.g., refusing to leave, repeated calls or visits)
• Shouting, making threats, using abusive language, or engaging in conduct that disrupts the location
• Persistent demands or finding fault over minor issues
• Damaging property or exhibiting threatening behavior
• Making intimidating remarks or demanding unwarranted special treatment
• Defaming our staff on social media or exposing their personal information
• Making excessive demands for refunds or compensation
• Stalking, committing indecent acts, or taking photographs without consent
• Entering restricted areas without permission or engaging in other disruptive conduct

Our Response to Customer Harassment

Prioritizing the Health and Safety of Our Team

We believe that protecting the physical and mental well-being of our team members is essential to providing the best possible service to our guests. When conduct constitutes customer harassment, TEAM POTOMAK will respond unitedly and appropriately.

Taking a Firm Stand Against Harassment

If we determine that an individual's conduct is malicious, we will take a firm stance and work with the police, legal counsel, and other specialized authorities to address the situation.

Valuing Constructive Guest Feedback

We view constructive feedback and requests from our guests as valuable opportunities for improvement. We receive them sincerely and use them to enhance our services.

Building a Safe and Secure Environment

POTOMAK is dedicated to creating a safe and secure workplace for our team members, which ultimately allows us to deliver joy to our guests. By establishing this policy, we clarify our corporate stance. We are continuously refining our response procedures, reporting workflows, staff training programs, and consultation channels to prevent customer harassment and address it properly when it occurs.