1.

You may reschedule, skip, add, or cancel any of your cleaning.
We do ask for a 24-hour notice of any of these actions to avoid full cleaning charge.
We have other clients who are on a set time schedule, and without notice it interferes with their cleaning times.
Cancellations must be made with Ms. Nao Hernandez by e-mail ONLY at luv2@luv2.jp .

2.

In order to maintain your service rates, customer must schedule at least one monthly appointment (Three weeks apart).
This also pertains to incidentals.

3.

If you are unhappy with our service for any reason, please contact Mrs. Nao Hernandez either by phone at 090-4969-0633 or by e-mail at luv2@luv2.jp .

4.

To avoid any misunderstandings and time conflicts, please do not schedule any appointments with the housekeeper on site.
All appointments should be scheduled either by phone or e-mail with Ms.Nao Hernandez.

5.

Customers are responsible for providing cleaning products.

6.

If you have any special requests or instructions, please communicate them at the time you schedule your appointment.
(For example: not to use water on certain pieces of furniture, items you do not want touched, or instructions on how to handle certain items)

7.

While scheduling your appointment, please indicate which rooms you would like us to avoid and which rooms are your top priority.

8.

If at the time of service, there are any additional tasks (i.e. folding laundry) you wish the housekeeper to tend to, please confirm them with Ms. Hernandez first.
The tasks may require additional time and therefore conflict with the housekeeper’s schedule.
Please note that you will be charged for any time beyond what has initially been estimated.

9.

To avoid misplacement, please store your valuables and precious objects in a secured area. Furthermore please upon contract signing and all future cleaning make sure there is a key for the housekeeper.

10.

Items of extreme value (monetary or sentimental) should be dusted or cleaned by the owner.

11.

We assume no liability for damage or loss of items that are not secured in a proper manner, or previously damaged before cleaning.
(Example: heavy pictures hanging from thumbtacks, or dings in furniture that were there before we cleaned)

12.

Please be aware, some of our staff members may not be able to reach very high up areas (high shelves, kitchen cabinet tops or tall bookshelves).
Our housekeeper will do his/her best to clean what is within their reach.

13.

For safety reasons, we advise our housekeepers not to lift or move any heavy furniture and/or objects. However, we will clean around the object.

14.

Sometimes we are called in too late to correct damage that is already done, or Items may take a couple of cleanings to look their best.
We will work with you to try to remedy these spots in your home.

15.

We need to be able to work freely and without distractions.
Every effort is made to work safely and cautiously, but we cannot assume liability for the safety of others.
This includes children and pets.
Be advised that if we are subject to distractions that affect our ability to work, we reserve the right to charge for our extra time spent in the home.

16.

Payment is expected in full on the day of service.
The housekeeper will confirm the total cost of services and will collect the total payment in Yen.

17.

If you schedule to have your home cleaned while you are out of town, you will be required to pay for the cost of services in advance.

18.

We do not offer refunds on services that have been provided.
We will however, return and re-clean for any problems reported within 24 hrs. of cleaning.
Please note cancellation fees will be assessed if you cancel your cleaning 48 hours or less.

Weekly Service Rates Including Transportation