Terms and Conditions

1. When these conditions apply

These conditions apply whenever Cedar Saffron Kabushiki Kaisha carries out a regular visit, a seasonal deep care session or a move-out restoration in your home. Together with the written scope agreed for your home, they form the agreement between us. Where the scope and these conditions differ, the scope wins.

2. The written scope

Before the first visit we agree, in writing, which rooms and surfaces are included, which products may be used on which materials, and roughly how long the visit will take. Staff follow that checklist on every visit. Anything outside it — moving heavy furniture, cleaning inside a cupboard not on the list, working on a balcony above the second floor — is done only if you ask and we confirm in writing.

3. What we ask of the household

• Access: Make sure staff can enter at the agreed time, whether by meeting them, leaving a key with the building manager, or giving an entry code.
• Warnings: Tell us beforehand about fragile or valuable items, surfaces with a special finish, pets, and rooms that should not be entered.
• Water and power: Keep water, electricity and ventilation available during the visit.
• Safety: Put away medicines, cash and important documents. Staff are asked not to handle them.

4. Keys and entry codes

Keys are kept in a sealed, labelled envelope that never carries your address, and are returned when regular visits end. Entry codes appear only on the job sheet for the day. If a key is lost while in our care, we pay the reasonable cost of replacing the lock.

5. Changes and cancellations

You can move or cancel a visit free of charge up to two working days before it. Cancellations after that, or a visit where staff cannot get in, are charged at half the visit price, because the team has been set aside for your home. If we have to cancel, we offer the nearest free date and there is no charge for the missed visit.

6. Payment

Regular visits are invoiced monthly in arrears; seasonal and move-out work is invoiced after the visit. Invoices are payable by bank transfer within fourteen days. Prices include consumption tax.

7. If something goes wrong

If you are not satisfied with an area covered by the scope, tell us within three days and we will return to redo it at no cost. If our staff damage something, we pay the reasonable cost of repair or, where repair is not possible, the current value of the item. We are not responsible for existing damage or wear, for the effects of age on grout, wallpaper or tatami, or for damage caused by following instructions you gave us. Nothing in these conditions limits our liability where the Consumer Contract Act or other Japanese law does not allow it, including for damage caused intentionally or through gross negligence.

7a. Staff and insurance

Visits are carried out by Cedar Saffron staff, not by freelancers sent from a matching platform. The same team visits a regular household wherever the schedule allows, and you are told in advance if a new member joins. Cedar Saffron holds liability insurance covering accidental damage to property during visits; details of the policy are available on request.

8. Ending regular visits

Either side may end regular visits with two weeks' notice by email. Keys are returned in person or by registered post within one week of the last visit.

9. Law and disputes

These conditions are governed by the laws of Japan. We would first try to settle any disagreement by talking it through. If that fails, the Tokyo District Court has jurisdiction as the court of first instance. If any clause is found to be invalid, the rest continue to apply. We may update these conditions; the version in force on the date a visit is confirmed applies to that visit.