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KC Cleaning Policies and Procedures

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General

  1. We clean in accordance to our standard checklist.  Please check it here https://kc-cleaning.jp/cleaning-checklist/. Please notify us of any modifications or add-ons in advance.
  2. We require legal and safe parking at a reasonable distance from the property. Generally street parking is illegal in Japan as well as parking at other facilities such as convenience stores.
  3. We require consistent access to the property during servicing.
  4. We cannot be responsible for any incidents unrelated to our actions during servicing.
  5. We require a professional and safe working environment. Abusive language, sexual harassment, or unsafe working conditions can be grounds for immediate cancellation and full payment of services regardless of work completed.
  6. We are not responsible for any childcare or pet care during cleaning. Please ensure children and pets are supervised at all times.
  7. For security reasons we do not answer the door. Please let us know if you are expecting a package or visitors.
  8. We may request that dogs be secured in a kennel or separate room during cleaning.
  9. We do not handle animal or human waste outside of the toilet. This includes urine, feces, vomit, blood, etc.
  10. We aim to make safe choices when it comes to lifting, climbing, reaching, and ladders.
  11. Please contact management in ADVANCE if you would like to make any substitutions or book add-on tasks. We may not be able to accommodate substitutions or add-on tasks not booked in advance.
  12. Please direct all requests and comments to management. Additionally, If there are any problems or incidents that arise while cleaning we ask that you contact management.
  13. For our health and safety during the summer months we ask the air conditioner to be set to 24C (75F) or lower.
  14. There is no set time as to when we arrive. Customers receive an arrival window that is within 30 minutes of the start time.
  15. We make every effort to not break or damage items but accidents happen. We have liability protection for replacement or repair. Identical replacement will be attempted but not guaranteed. Therefore we avoid cleaning requests for irreplaceable or sentimental items. Damage must be reported within 24 hours. After the 2nd day customer assumes any liability.

Living Room

  1. We cannot dust surfaces with many breakable keepsakes, china cabinets, or other breakable items.
  2. Due to invalidating electronic warranties, we do not clean TV sets but will dust the surface and the frame.
  3. Due to liability and safety issues we cannot move any furniture.
  4. While we do our best to remove as much dust as possible, long periods between cleanings, pets, and housing configurations may make complete removal impossible.

Bedrooms

  1. We are happy to change linens if fresh ones are left on the bed. Beds with many items on it (such as clothes or toys) will be left alone. Please ensure beds are stripped before cleaning.
  2. Although we are happy to do a little light tidying, excessively messy rooms may not be serviced.
  3. Due to safety issues and time constraints we may not make loft beds/top bunks.

Bathrooms

  1. Please ensure each bathroom has a toilet brush in good condition.
  2. If you like for us to replace the trash liner please leave a new one in the bathroom.
  3. If possible we ask customer to remove excess bathroom items from vanity and bathtub.
  4. Glass shower doors are very fragile. We do our best to clean hard water stains off the glass. There have been times when the doors will break with the slightest touch for no reason at all. If they shatter we will clean up the glass as best as we can and let you know about the damage. However we are not responsible for replacing or paying for a replacement if these shower doors break while we clean them.
  5. While we do our best to remove and prevent visible mold we cannot guarantee complete removal, stain removal, or regrowth. We advise clients to air out their bathrooms regularly and quickly dry surfaces to prevent mold growth.

Kitchens

  1. We cannot wash heavily soiled dishes, burned dishes, or cast irons, and we request customers wash sentimental, expensive or irreplaceable items themselves.
  2. We request customers stock and keep garbage bags, garbage liners, and and sink nets in an accessible place.
  3. Fridge and oven cleaning are separate add-on services that require booking in advance.
  4. Due to the delicate nature of drip pans we may not be able to get out carbonized or discolored stains.
  5. Customers that booked fridge cleaning are asked to dispose expired foods and empty the fridge as much as possible.
  6. We cannot clean the outside of fridges with magnets. Please remove magnets before service if you like the outside of the fridge cleaned.

Cancellations

  1. Life happens and we understand that sometimes canceling a cleaning appointment is necessary. However, our staff depends on regular and predictable hours for their income so we kindly ask that customers let us know in as far advance as possible if they must cancel an appointment and refrain from canceling as much as possible.
  2. Cancellations or reschedule requests must be made at least 24 hours in advance.  Cancellations or reschedules made less than 24 hours in advance will be subject to a 7000 yen cancellation fee.
  3. To avoid the spread of infectious diseases we ask customers to let us know if they are feeling unwell with a fever. We may ask to reschedule or ask the customer to self-isolate in a room that will not be cleaned.
  4. If KC Cleaning arrives to your home for a scheduled cleaning and cannot enter we will then attempt to contact our client so that we might find a way to enter the home. If we cannot contact you and/or cannot enter the home within 30 minutes then we will charge a lockout fee of 7000 yen and cancel or reschedule your cleaning.
  5. Frequent cancellations (2 cancellations in 2 months or 2 cancellations in a row) may result in a cancellation fee being applied. This fee is 7000 yen and will be charged automatically.
  6. Please let us know of extended absences well in advance. We can guarantee a held spot for up to 1 month. Please consult with us for longer absences.
  7. We may have to cancel in the event of extreme weather, i.e. typhoons. Please notify us if the power is out at your location if it is being serviced that day.

Privacy

  1. We may take photographs of certain areas. This is for insurance and training purposes as well as for promotional uses. If you do not wish to your photos to be used for promotional purposes please let us know.
  2. All communications to our company are treated as confidential and will not be shared with other parties.
  3. Please secure or safely stow away valuables, precious items, money, and medications before servicing. This can prevent accidents and misunderstandings.

Payments and Refunds

  1. Unless arranged otherwise, we charge hourly and not based on tasks.  We will clean based on customers directed priorities but cannot guarantee total completion within a set hourly frame.
  2. Payment is handled electronically. We accept most forms of debit and credit cards.
  3. For our first time customers there will be a non-refundable 7000 yen deposit due upon booking.  Failure to pay deposit may result in cancellation of services.
  4. We request to keep your card on file and automatically charge your saved card on day of servicing. Please let us know ahead of time if you need to update or change information. For any other forms of payment we require full payment on day of service prior to start.
  5. If a customer is not satisfied with their service, please contact us within 24 hours and we will return to fix any issues.

Key Policies

To clean a home we need to be able to access the building in a consistent and legal manner.  Here are  the options we have available for customers.  Alternatives may be suggested with consultation

  1.  You have been issued a key box belonging to KC Cleaning. Please take good care of it and report any damage or loss to KC Cleaning immediately. Clients are responsible for making sure the key box is an accessible area on the day of cleaning. Clients are also responsible for letting us know if they wish to change the combination of the lock. Any damage or loss of the key box may result in a replacement fee of 2500 yen.
  2. I will use my own key box. Clients are responsible for making sure the key box is an accessible area on the day of cleaning and letting us know the combination.
  3. The door will be left unlocked. Please note if a client lives in apartment building this may be impossible.
  4. Someone will let the staff in. Please note that our arrival window is within 30 minutes of start time.
  5. I will give you a code to the building.
  6. The key will be placed in a certain location.
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