One of China’s biggest restaurant chains known for its hotpot is reportedly offering refunds to customers after a video went viral online of a diner urinating in their hotpot broth.

“As management had never made contingency plans or given training for dealing with this type of incident, staff at our branch were unable to detect any abnormalities at the scene or uphold the safety of the dining environment,” the company added.

Plates of raw food sit on a table as diners cook them in a pot at a Haidilao restaurant.Anthony Kwan/Bloomberg via Getty

Plates of raw food sit on a table as diners cook them in a pot at a Haidilao hotpot restaurant

Anthony Kwan/Bloomberg via Getty

Haidilao noted that it would provide refunds for customers who dined at the downtown Shanghai location between Feb. 24 and March 8, according to the outlet andReuters. The restaurant chain has offered to compensate over 4,000 diners who had visited the branch.

Customers eat hotpot in a Haidilao restaurant

Zhang Peng/LightRocket via Getty

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A customer picks up strips of tofu from a boiling spicy broth inside a Haidilao hotpot restaurant.Qilai Shen/Bloomberg via Getty

A customer picks up strips of tofu from a boiling spicy broth inside a Haidilao hotpot restaurant

Qilai Shen/Bloomberg via Getty

Super Hi International, which operates Haidilao, did not immediately respond to PEOPLE’s request for comment.

The restaurant said the incident was reported to police in Jianyang, Sichuan, where the company’s headquarters are located, as well as other locations, according to Reuters.

The Haidilao logo as seen on a smartphone.Pavlo Gonchar/SOPA Images/LightRocket via Getty

In this photo illustration a Haidilao International Holding Ltd. logo of a chain of Chinese hot pot restaurants is seen on a smartphone and a pc screen

Pavlo Gonchar/SOPA Images/LightRocket via Getty

According to the outlets, Haidilao filed a civil lawsuit against the two men on Monday, March 10.

Haidilao initially opened in Sichuan in 1994, before expanding to become “a leading Chinese cuisine restaurant brand,” according to Super Hi International’swebsite. The company is known for its “exceptional customer service and unique dining experience.”

Super Hi International has been self-operating restaurants located in “13 countries across four continents” as of Sept. 30, 2024, the company said. Haidilao operates more than 1,000 restaurants across the world, according to the BBC.

source: people.com