Cancellation policy

Cancellation can be done at any time directly on our website by visiting My Bookings and displaying the details of the booking you wish to cancel.

Cancellation

Up to 10:00AM JST the day before the service date
  • You may cancel at any time on our website free of charge.
  • A full 100% refund will be issued automatically.
After 10:00AM JST the day before the service date
... If staff has not been confirmed yet
  • You may cancel at any time on our website free of charge.
  • A full 100% refund will be issued automatically.
... If staff has already been confirmed
  • You may cancel at any time on our website.
  • Cancellation incurs a fee of 50% of the total price paid.
  • A 50% refund will be issued automatically.
In special circumstances
If our staff cannot enter the property due to an issue beyond our control, such as a missing key
... If you respond to our contact requests within 30 minutes
  • Our operations staff works with you to solve the issue.
  • Once solved, service can proceed normally.
  • Extra fees may apply depending on the issue.
... If we are unable to establish contact with you and 30 minutes pass
  • We may cancel the booking automatically.
  • Cancellation incurs a fee of 50% of the total price paid.
  • A 50% refund will be issued automatically.
  • In many cases we are able to arrange new emergency services later, should you need them. Please contact us for details as soon as you can. Note that extra fees on top of standard rates may apply.
If we cannot confirm staff for your service area before 17:00PM JST the day before the service date
  • We may contact you and cancel the booking automatically.
  • A full 100% refund will be issued automatically once cancelled.
If you book past 17:00PM JST for a cleaning on the following day.
  • Please call us in advance if you need a cleaning on the following day, but it's past 17:00PM JST. Please note we will charge a 20% service fee.
If confirmed staff cancels due to special circumstances and a replacement cannot be found on time
  • We may contact you and cancel the booking automatically.
  • A full 100% refund will be issued automatically once cancelled.