To safely spend time with marmots
To all our visitors
~ For a safe and enjoyable time with our marmots ~
Marmot Cafe, as Japan's first cafe where you can interact with marmots, values both the healthy lives of our marmots and a space filled with the smiles of our customers.
With many people visiting us every day, it is our important mission to maintain an environment where marmots can live in peace and staff can work safely.
Therefore, in order to ensure all customers can have a pleasant experience, we have established a "Customer Harassment Policy" and decided to publish it on our website.
This policy is not intended to exclude specific individuals, but rather was established out of a desire for you to understand that this is a place where we interact with small lives, and to value consideration for one another.
We sincerely ask for your understanding and cooperation.
Customer Harassment Policy
(Information regarding the prevention of customer harassment)
Marmot Cafe has established the following "Customer Harassment Policy" to ensure a safe and comfortable environment for all customers.
■ What is customer harassment?
The following actions are considered significant nuisance or harassment to staff and other customers and fall under "customer harassment."
・Intimidating, abusive, or threatening language and behavior (e.g., shouting, insults, personal attacks, discriminatory remarks)
・Unreasonable demands (e.g., forced refunds/free services, demands for services outside regulations)
・Prolonged complaints, persistent inquiries
・Slander, defamation, or spreading false information on social media or the internet
・Other actions that cause discomfort or anxiety to staff or other customers
■ Measures in case of policy violation
If customer harassment as described above is confirmed, we will take the following measures.
・Cancellation of the relevant reservation (including action without prior notice)
・Refusal of future reservations and visits
・Reporting and consultation with the police and relevant authorities as necessary
*Please note that no refunds will be given for any reservation fees or ticket prices already paid.
■ Request to customers
We kindly ask for your understanding and cooperation to ensure the safety and well-being of our marmots and to provide a comfortable experience for all our customers.
■ Management Information
Marmot Inc.
Representative Director: Eri Imai
Marmot Village Store Manager: Saki Kawamura
Animal Handling Manager: Aya Ri