This policy applies to all interactions with Luna Hut Ltd staff, including:

• In-person communications

• Telephone calls

• Emails and web forms

• Social media interactions

We distinguish between frustrated customers and abusive behaviour. We will not tolerate conduct that is considered abusive, threatening or unreasonably persistent under the following definitions.

Aggressive or Abusive Behaviour

• Threats: Verbal or physical threats directed at staff, contractors, guests or their families.

• Abuse: Use of profanity, demeaning language or personal insults.

• Discrimination: Any racist, sexist, homophobic, transphobic, xenophobic or otherwise discriminatory remarks.

• Harassment: Shouting, intimidation, targeted bullying or behaviour intended to cause fear or distress.

Unreasonably Persistent Behaviour

We understand that customers may need to contact us more than once regarding an issue. However, behaviour may become unreasonable where it places a disproportionate demand on our staff or prevents us from assisting other customers.

Examples include:

• Sending an unreasonable volume of emails, calls or messages about the same issue, particularly where the matter has already been responded to.

• Continuing to pursue the same complaint after our complaints process has been exhausted and no significant new information has been provided.

• Targeting Individuals: Demanding to speak only to specific staff members or contacting employees through personal accounts.

• Misrepresentation: Knowingly providing false or misleading information or attempting to manipulate staff or processes.

Our staff are trained to handle difficult situations professionally and respectfully. They are also empowered to take action when behaviour crosses acceptable boundaries.

First Warning:

Staff will politely explain that the behaviour is unacceptable and will use their conflict management training to de-escalate the situation wherever possible.

Ending Communication:

If the behaviour continues, staff may ask the customer to leave the premises or end the current face-to-face interaction.

Where written communication becomes abusive, we may end the current email or messaging exchange. Where appropriate, we will explain how the customer can continue communicating with us in an appropriate manner.

Following any significant incident, an Incident Report Form will be completed. The Operations Manager will assess the incident, considering:

• Nature of the behaviour (boundary, safety or harassment concerns)

• Whether the behaviour is isolated or forms part of a pattern

• The working context (including lone working, vulnerability and environment)

• Any impact on staff wellbeing

Following review, management may:

• Carry out a welfare check with the affected staff member.

• Communicate clear behavioural expectations to the customer in writing.

• Determine whether further action is necessary.

Incident reports will be recorded and retained in accordance with our Privacy Policy and applicable UK data protection legislation.

Further escalation may be considered where:

• Behaviour continues after clear boundaries have been communicated.

• Multiple staff members are affected.

• Behaviour increases in severity or frequency.

• There is manipulation, misrepresentation or misuse of access.

• Staff wellbeing, confidence or safety is adversely affected.

Where appropriate and proportionate, management may implement one or more of the following measures:

• Direct all future communication through one nominated manager.

• Restrict access to specific communication channels.

• Restrict access to a particular Luna Hut site.

• Temporarily suspend future bookings.

• Suspend or permanently withdraw services.

• Issue a company-wide ban where this is considered reasonable and proportionate to protect staff, guests or the business.

We reserve the right to suspend or terminate our relationship with a customer where their behaviour poses a risk to the safety, wellbeing or dignity of our staff or other guests, or where their conduct represents a serious breach of this policy.

Where criminal behaviour, threats of violence or harassment are identified, we may report the matter to the police or any other appropriate authority.

All escalation decisions will be made by management with approval from the Founders.

Any decision to restrict or terminate service will be communicated to the customer in writing.

Customers may appeal the decision to the Founders by email within 14 days.

Appeals should explain why the customer believes the restriction or termination decision was unreasonable or disproportionate and include any relevant new information.

The Founders will review the appeal and communicate their decision in writing.

Following completion of the appeal process, the decision will be final.

To support staff during day-to-day operations, Luna Hut Ltd provides:

• A dedicated on-call emergency phone number.

• Conflict Management Training.

• Operations and Customer Service Helpdesks.

• Regular site visits and online check-ins from management.

• Access to appropriate wellbeing support following incidents where required.