Basic Policy on Customer Harassment

1. Basic Approach

COVER Corp. (the "Company") is committed to delivering inspiration and enjoyment to fans around the world through our VTuber and virtual talent businesses, including hololive production.

We sincerely value the opinions, requests, and messages of support we receive from our fans, and we will continue to use them to improve talent activities and our content.

On the other hand, we have confirmed instances in which certain customers engage in conduct toward our executives, employees, affiliated talents, contractors, and employees of our business partners and other related companies (collectively, "Company Personnel") that exceeds what is considered reasonable under generally accepted social norms via social media, video streaming platforms, live-stream comments (including those made through paid features), fan mail, inquiry forms, in-person events, and other channels ("Customer Harassment").

Customer Harassment undermines the physical and mental well-being of Company Personnel and, ultimately, damages the environment and structure required to deliver high-quality content. In line with the intent of the Act on Comprehensive Promotion of Labor Policies and on Stabilization of Employment and Enhancement of Vocational Lives, the Company hereby establishes this policy regarding Customer Harassment and will respond firmly to Customer Harassment in order to ensure a safe and secure environment in which Company Personnel can engage in their activities and work.

2. Definition of Customer Harassment

Based on the Ministry of Health, Labour and Welfare's "Corporate Manual for Customer Harassment Countermeasures", the Company defines Customer Harassment as follows:

Demands and/or conduct from a customer, for which the means or manner used to achieve said demands is socially unacceptable in light of the validity of the demand itself, and which harm the working environment of or the environment under which activities are conducted by Company Personnel.

3. Conduct Considered Customer Harassment

The following conduct will be treated as Customer Harassment. Please note that the list below is illustrative and not exhaustive.

(1) Harassment Conduct

Acts of violence, threatening language or behavior, or intimidation
Abusive language, insulting remarks, or personal attacks/denigration
Defamatory or insulting posts regarding Company Personnel (including on social media, message boards, video comments, etc.)
Threats of harm or to obstruct business operations
Excessive and/or persistent inquiries, repeated direct messages, or repeated comments/posts
Stalking or following individuals (including online conduct; see Article 2, Paragraph 1 of the Anti-Stalker Act)
Unauthorized photography, audio recording, or video recording, and/or the unauthorized publication of such content
Sexual harassment or discriminatory language or behavior
Attempts to enter Company offices without permission

(2) Unreasonable Demands

Demanding, without reasonable grounds, changes to or cancellation of a talent's activities, casting, collaborations, etc.
Demanding, without reasonable grounds, punishment, apologies, demotion, or similar measures against Company Personnel
Demanding the provision of goods, tickets, digital content, etc. beyond what is considered reasonable under social norms
Repeatedly making demands unrelated to the Company's products or services
Making excessive and repetitive demands through chat messages, comments, gifts, or similar means

4. Company Response Policy

(1) Restriction or Suspension of Services

If the Company determines that specific conduct constitutes Customer Harassment, the Company may restrict or suspend the provision of customer support and may take measures such as blocking, reporting, or requesting the ban of the relevant account(s) on video streaming platforms, social media, and any other relevant services.

(2) Legal Action

If the Company determines that specific conduct is malicious, the Company may retain counsel and take legal action, including the following:

Requests for the disclosure of sender information (Articles 5 and beyond of the Provider Liability Limitation Act)
Civil claims for damages (Civil Code Articles 709, 710, and 723)
Criminal complaints/accusations (including, but not limited to, criminal intimidation [Penal Code Article 222], coercion [Article 223], defamation [Article 230], insult [Article 231], obstruction of business [Article 234], violations of the Anti-Stalker Act, etc.)
Applications for provisional dispositions (e.g., removal of posts, restraining orders/prohibitions on approaching, etc.)

(3) Cooperation With Police and Government Authorities

In cases deemed to be of utmost urgency, such as threats of physical harm, the Company will immediately report the matter to and cooperate with the police.

(4) Protection of Company Personnel

The Company will provide appropriate mental health care and other support to Company Personnel who have been subjected to Customer Harassment and will work to prevent any secondary harm.

5. Request to Our Fans

To all fans who support hololive and all other Company-affiliated talents and content, we sincerely ask for your continued understanding and cooperation in maintaining an environment in which Company Personnel can continue their activities with peace of mind, as well as a healthy working environment.

Your warm support is an irreplaceable source of strength for our talents.