Leopalace21 Group (hereinafter "the Company") has a Customer First policy and always aims to provide reliable services to the customers, and we will do our best to respond to requests and opinions from our customers to solve the issues. There have been however cases in which some customers behaved in a manner that goes beyond what is socially acceptable to our employees, preventing them from performing their normal duties and having a negative impact on our ability to service other customers.

If case of customers' such conduct which are given as examples below but not exhaustive, the Company is forced to take the following counteractions.

Applicable customer conduct & Company's counteraction

• Violent behavior
  ⇒ We will call the police and stop servicing.
• Unnecessary body contact
  ⇒ We will call the police and stop servicing.
• Threatening, intimidating, extremely overbearing or abusive speech or behavior
  ⇒ We will consult with or call the police and stop servicing.
• Prolonged engagement without reasonable cause, restraint or confinement
  ⇒ If the customer does not agree to leave the office, we will call the police and stop servicing.
• Insulting or denigrating speech or behavior
  ⇒ We will request the customer to refrain from speaking.If they do not respond to the request, we will stop servicing.
• Discriminatory language or behavior or those of sexual harassment
  ⇒ We will request the customer to refrain from speaking.If they do not respond to the request, we will stop servicing.
• Requests for support beyond the scope of coverage, or the provision of services which are excessive and socially unacceptable.
  ⇒ We will decline the request.
• Demand for an apology to the Company, financial compensation, or disciplining employees which are unreasonable in content or manner.
  ⇒ We will decline the request.

Our employees will sincerely deal with the customers to provide services that meet their expectations. We appreciate your understanding and cooperation.

Adopted on June 21, 2023