Japan's Convenience Store Toilets at a Crossroads: The ¥1.5 Million Controversy and Paid Toilet Debate
🚽 Free toilets at convenience stores have long been taken for granted in Japan. But this beloved social infrastructure is now under threat. A FamilyMart's explosive sign demanding "¥1.5 million in cleaning fees" went viral on social media, revealing that 40% of toilet users leave without buying anything. Here's an inside look at the limits of goodwill-based infrastructure and the heated debate over whether Japan should introduce paid convenience store toilets.
The "¥1.5 Million Cleaning Fee" Sign That Broke the Internet
In November 2025, a handwritten sign posted at a FamilyMart store went viral on X (formerly Twitter), sparking a massive controversy across Japan.
The sign opened with the shocking line: "To the customer who defecated in the urinal." It continued with demands for "¥1.5 million in cleaning fees and compensation," warnings that shouting "Let me use it!" at staff would be reported as customer harassment, and the frustrated declaration that "convenience stores are retail businesses, not toilet rental services."
The image spread to tens of thousands of shares within hours. Reactions were deeply divided—some supported the store owner, saying "It must be that bad if they had to write this," while others criticized the response as "unrealistic" and "too emotional."
The Shocking Reality: 40% of Toilet Users Leave Without Buying Anything
This wasn't just one store's problem. It reflects a nationwide crisis.
According to a survey conducted by Lawson in April 2025 (targeting 1,200 men and women aged 15-69 across Japan), the findings were eye-opening:
Key Survey Results:
- Approximately 90% said convenience store toilets are "necessary" or "somewhat necessary"
- However, about 40% of toilet users leave without purchasing anything
Lawson stores alone see approximately 1 million toilet users daily. Annual toilet paper consumption across all Lawson stores reaches 10 million rolls. Despite this massive usage, all maintenance costs—cleaning, water bills, toilet paper, and supplies—are borne entirely by individual franchise stores.
The "Triple Burden" Crushing Franchise Owners
At the heart of the convenience store toilet crisis lies a "triple burden" that franchise owners must shoulder alone.
1. Complete Self-Funding of Maintenance Costs
Water and electricity costs, consumables, cleaning labor, and repair costs for clogged pipes or damaged fixtures all come out of the franchise owner's profits. By one estimate, each toilet use costs about ¥6. If 100 people use it daily, that's approximately ¥18,000 per month—before accounting for emergency repairs caused by malicious use.
2. Escalating Violations of Basic Manners
A woman who owns five convenience stores in a tourist area shared her frustration on X: "Due to overtourism, almost all our toilet users are now foreign tourists. Every time we clean, the toilet bowls and sanitary bins are in terrible condition. Unflushed toilets are common, and clogs happen frequently."
She added: "I asked the town office if they could help cover the costs when pipes get clogged, but they flatly refused without explanation." No support from local government has been forthcoming.
3. The Gap Between Social Expectations and Legal Reality
In urban areas where public toilets are scarce, convenience stores have become the de facto "public toilets." During disasters, they serve as "safety stations," playing a crucial public role.
However, the law hasn't kept up. Convenience stores with eat-in spaces were once classified as food service businesses with toilet installation requirements. After regulatory changes reclassified them as "simple food service businesses," there is no legal obligation for convenience stores to provide or open their toilets to the public.
In other words, while society treats them as public infrastructure, legally they remain private spaces that stores can choose to open—or not.
Can Paid Toilets Solve the Problem?
The store owner who posted the viral sign strongly advocated for "paid toilet use." The logic: charging a fee would deter poorly-behaved users and help recover maintenance costs.
Many on social media agreed, posting comments like "I'd happily pay ¥100" and "Please make them paid."
But paid toilets aren't a magic solution.
Challenges with Paid Toilets:
- Tokyo's Akihabara paid toilets charge ¥100 per use but still can't cover operating costs—the municipality subsidizes the deficit
- Concerns about excluding people without cash or access to cashless payment
- Data suggests paid toilets see dramatically reduced female usage
Another option is public funding support. The key question going forward: Can convenience store toilets be positioned as "quasi-public infrastructure" with public-private partnerships covering cleaning and equipment costs?
Lawson's Response: "Art Toilets" to Change User Mindsets
Amid this crisis, Lawson has launched a unique initiative.
Since November 2022, the company has been decorating toilet walls with artwork as part of their "Art Toilet" program. The goal: create toilets that "make people want to keep them clean." The program has expanded to 20 stores across 16 prefectures including Tokyo, Hokkaido, and Fukuoka.
According to Lawson's spokesperson: "Since installing Art Toilets, we've seen improved customer manners, resulting in reduced cleaning and maintenance frequency."
Lawson also emphasized: "We have no current plans to implement paid toilet pilots. Many people feel anxious about finding toilets when going out due to medical conditions. Toilets that anyone can use anytime are necessary as social infrastructure."
Japan's Convenience Store Toilets: A Global Perspective
Japan's convenience store toilets are actually quite unusual from a global perspective.
In Western countries, small retail shops like convenience stores rarely offer public toilet access. In Europe, even public toilets typically charge fees equivalent to about ¥100. In the United States, restroom keys are commonly required.
Foreign tourists visiting Japan frequently express amazement: "I was shocked that convenience store toilets are free," "They're clean, everywhere, and such a lifesaver."
At the same time, awareness is growing that "free doesn't mean we should take it for granted."
What We Can Do
To preserve the "everyday convenience" of convenience store toilets, there are things each of us can do:
- Keep them clean - Leave toilets tidy for the next person
- Speak to staff - Let them know before using the restroom
- Show gratitude through action - When possible, make a small purchase
- Engage in the discussion - Don't let this issue fade as just another social media controversy
The FamilyMart sign incident is too significant to dismiss as one store's emotional outburst. If more stores close their toilets to avoid similar troubles, the losers will be the users themselves.
How should businesses, government, and individuals share the burden and responsibility? This question challenges Japan's reliance on "goodwill-based infrastructure" itself.
What's the toilet situation at convenience stores or shops in your country? Are they free or paid? Do you need to ask staff first? Please share your country's "toilet etiquette" with us!
References
Reactions in Japan
I can't be friends with people who use convenience store toilets and trash cans with zero intention of buying anything. Think about how hard the staff works.
If you borrow the toilet, at least buy a coffee or something as thanks. Stop taking advantage of their goodwill.
I fully support paid toilets. I'd happily pay around ¥100 if they're kept clean.
I understand the FamilyMart owner's feelings, but ¥1.5 million isn't realistic. Too emotional.
I'm a truck driver. Convenience stores are the only toilets open late at night or early morning. They're like a lifeline. I don't mind paying—just please keep them available.
As I've gotten older, I need the bathroom more often. I couldn't go out without convenience stores. I'm truly grateful.
I'm a mom with young kids. Only convenience stores can handle my child's sudden 'I need the toilet!' moments. But I feel bad not buying anything...
If this keeps up, convenience stores won't keep offering this service. People with no manners are ruining it for everyone.
As a former convenience store worker, I know how hard cleaning is. Especially after drunk customers. Paid toilets would be a blessing.
It's wrong that the government does nothing. If they recognize it as social infrastructure, they should provide subsidies.
The franchise headquarters pushing everything onto store owners is also a problem. Shouldn't HQ share the burden?
I think Art Toilets are a great idea. When something's beautiful, you psychologically don't want to mess it up.
Foreign tourists get blamed for bad manners, but some Japanese people are just as bad. Nationality doesn't matter.
When you travel abroad, you realize having toilets in convenience stores isn't normal. Japan is blessed.
If they charge, people without coins or in a hurry will struggle. Cashless payment would be tricky too.
This issue should be taught in schools. Many people can't be considerate because they don't know there are costs involved.
It's important to think 'I'm being allowed to use this,' not 'I have the right to use this.' It's not a given.
For people with medical conditions requiring frequent bathroom visits, this is a matter of survival. I'd pay—just keep them available.
In America, convenience stores rarely have restrooms. Japan's konbini toilets are heaven for travelers. It would be devastating if they disappeared.
In Germany, paid public toilets are standard. We typically pay 50 cents to 1 euro. Japan's free toilets are wonderful, but considering the store's burden, charging makes sense.
In the UK, you often can't use cafe toilets without buying something. Japan's system is convenient, but we shouldn't forget to show gratitude to the stores.
Paid toilets in Paris are often broken and dirty. I was amazed that Japan's convenience store toilets are free yet immaculate. It shows Japanese people's good manners.
In China, more convenience stores are adding toilets recently. I think they're following Japan's example. The paid toilet debate is interesting to watch.
Small shops in Spain don't have toilets. When I traveled to Japan, convenience store toilets saved me many times. As a tourist, they're a godsend.
Korea has convenience stores with toilets too, but not as widespread as Japan. Free access is definitely Japan's strength.
I'm from Australia. I was initially shocked by the washlets in Japanese convenience store toilets. I think the technology and cleanliness are world-class.
Finding public toilets in Poland is really difficult. Having convenience stores everywhere with available toilets like in Japan is like a dream.
Finding clean toilets in India is challenging. I was amazed by how clean Japanese convenience store toilets are. I hope this culture is preserved.
I live in Canada. Honestly, I couldn't believe toilets were free. But considering the store's burden, maybe we should pay a small fee.
Even public facility toilets in Sweden often charge fees. Japan's goodwill-based system is beautiful, but I question its sustainability.
In Brazil, security issues make it impossible for convenience stores to have toilets. This service is possible in Japan because it's safe.
I'm Japanese living in America. Since moving here, I've realized how grateful I should be for Japanese convenience store toilets. I'm thankful every time I visit home.
Singapore convenience stores rarely have toilets either. Japan's system is an excellent initiative for a tourism-focused nation.
In Italian bars, you must order coffee to use the toilet. Japan's free service is truly special. Please treasure it.
I'm from New Zealand. The cleanliness of convenience store toilets impressed me most during my Japan trip. Even paid, they'd be worth it.
I live in Dubai. This service reflects Japan's omotenashi spirit, but I understand there are limits. Balance is important.