1. These Terms provide for matters concerning the use of Kurashinity, a housekeeping service that Pasona Inc. (hereinafter the “Company”) provides to User Members (hereinafter the “Service”).
2. Details, various regulations, and cautions (hereinafter the “Relevant Regulations”) that the Company may present to Registered Members regarding the Service also constitute part of these Terms.
3. When a Registered Member applies for membership in accordance with Article 3 (Registration and Approval) on a system managed and operated by the Company for the Service (hereinafter the “Company System”), the Registered Member shall be deemed to have understood and agreed to all these Terms.
The basic terms used herein are below.
1) Membership Applicants
Persons who wish to use the Service and submit an application
on the Company System to enter into a Service Contract for the
Service in accordance with Article 3 (Registration and
Approval)
2) Registered Members
Persons who wish to use the Service and whose applications
submitted on the Company System in accordance with Article 3
(Registration and Approval) have been approved by the Company
3) User Members
Registered Members with whom the Company has entered into
Service Contracts
4) Housekeepers
Persons employed by the Company to provide the Service
5) Service Contract
A contract made in accordance with the provisions of these
Terms between the Company and a Registered Member concerning
the use of the Service
6) Service Menu
At the time of concluding the service agreement, the “Regular
Service Usage Commencement Notice and Confirmation Form”
(hereinafter referred to as "Confirmation Form") predetermined
by the Company shall serve as the agreed service provision
between the Company and the Registered Member including the
service details (usage fees for the Service, number of times,
days of the week, hours of service use and etc.).
7) Scheduled Service Dates
The date on which a Housekeeper is scheduled to perform the
Service under the Service Contract
8) Cancellation
Cancellation of the Service at the request of a User Member
who is scheduled to use the Service on the Scheduled Service
Date under a Service Contract
9) Regular Service
A regular plan of the Service that a User Member signs up for
(including frequency, days of the week, and hours of service
use decided from the Service Menu when making a contract)
1. A person wishing to use the Service shall apply for membership by providing the Company through the Company System with the necessary information prescribed by the Company (hereinafter “Registered Information”) after having agreed to these Terms, the Handling of Personal Information, and any other terms and conditions concerning the Service separately prescribed by the Company (hereinafter “Terms and Conditions”). Moreover, in principle, the membership shall be applied for by the Membership Applicant him/herself. Please contact the Company if you have difficulty in applying for membership through the Company System.
2. The Company shall decide under paragraph 1 of Article 4 (Disapproval of Registration) whether or not to grant membership to a Membership Applicant under the preceding paragraph and shall notify the Membership Applicant of the result. The membership registration shall be completed when the Company notifies the applicant of the membership approval.
3. Regarding the registration application by a proxy, it can be made through the proxy designated by the company (hereinafter referred to as "Proxy") by submitting the power of attorney designated by the Company. In this case, the Company will regard the Proxy as the Registration Applicant and deems the registration process completed after going through the procedures set forth in Paragraph 2.
4. When there is any change in a Registered Member’s Registered Information, the Registered Member or User Member (hereinafter a “Member”) shall promptly provide the Company with the updated Registered Information through a method prescribed by the Company. The Company shall in no way be responsible for any damage, loss, or costs incurred by a Member who fails to provide updated information to the Company.
5. A Member guarantees that all Registered Information provided to the Company is true, accurate, and the latest and shall be responsible for all matters related to the Registered Information that the Member provides, including the truthfulness, accuracy, and currency of the information.
6. A User Member shall use the Service of his/her own volition and be responsible for all matters in connection with the use.
1. If a Membership Applicant or Registered Member falls under, or the Company finds that he/she is likely to fall under, any of the following items, the Company may deny membership to that person. The Company shall in no way be responsible for the denial of membership or for providing the Membership Applicant with an explanation as to why membership has been denied, and the Membership Applicant shall not raise any objection to the denial. 1) When all or part of the provided Registered Information is false, erroneous, or omitted, or membership is applied for by a person other than the person concerned 2) When the person is already a Registered Member 3) When the person is a minor 4) When the person has in the past had his/her use of the Service suspended or membership canceled 5) When the person admits his/her inability to pay debts or becomes insolvent, or when a petition for the commencement of bankruptcy, civil rehabilitation, or other similar proceedings is filed 6) When the person turns out to be an organized crime group, a member or associate member of such group, a corporate racketeer, a thug engaging in criminal activities under the pretext of conducting social campaigns or other activities, a crime group specialized in intellectual crimes, or any other equivalent antisocial force (hereinafter “Antisocial Forces”), or when the person interacts or is involved with an Antisocial Force, including cases where the person cooperates with or is involved in the maintenance, operation, or management of an Antisocial Force through the provision of funds or any other act 7) When the Company determines that a service desired by the Membership Applicant or Registered Member falls under a medical practice, nursing, caregiving, or any other provision of physical assistance 8) When there are circumstances equivalent to any of the preceding items, or the Company otherwise finds it inappropriate to approve the application
1. If it turns out that a Member falls under any of the following items, the Company may temporarily suspend its provision of the Service under the Service Contract or cancel the membership of the Member. When the membership of a User Member is canceled, the Service Contract between the User Member and the Company shall be automatically rescinded. 1) When any item of the preceding Article applies 2) When the Company finds that these Terms have been or are being violated or are likely to be violated 3) When the person has not used the Service for six (6) months or more and has failed to respond to communication and notification from the Company
2. If any of the following items apply, the Company may immediately rescind the Service Contract and withdraw the membership registration without any demand to the User Member: 1) When the User Member delays the payment of usage fees for two (2) months or more and fails, despite a demand for payment, to pay them within 14 days (or 14 days from the date the document is sent when it is demanded in writing) 2) When the User Member or a person living with the User Member (a family member, etc.) engages in an act that damages or is likely to damage the safety of the life, body, or mind of a Housekeeper, and the Company finds it difficult to continue providing the Service
3. If any item of the preceding two paragraphs applies so that a Service Contract is rescinded, all debts borne by the User Member to the Company shall be automatically accelerated, and the User Member shall immediately pay all his/her debts to the Company.
4. The Company shall in no way be responsible for any damage, loss, or costs incurred by a User Member as a result of the Company’s act under this Article.
1. A Registered Member applies for a Service Contract through any of the following methods, and a Service Contract shall take effect when the Company consents to it: 1) Filling out an application form prescribed by the Company with details of the application and submitting it to the Company 2) Filling out the application form prescribed by the Company on the Company System and clicking on the Apply button
2. When applying for services, a Registered Member shall enter a Service Menu of his/her choice, his/her card information for credit payments, and other information necessary for commencing the provision of the Service, on the website managed and operated by the Company.
3. When the Company receives an application for a Service Contract from a Registered Member, the Company may, before consenting to it, confirm matters necessary for commencing the provision of the Service on the date, at the time, and on the day of the week desired by the Registered Member at the time of the application. Such confirmation includes confirmation of the matters set forth in Article 9 (Scope of Service Provision), Article 10 (Cleaning Tools and Other Necessary Equipment/Apparatus), Article 11 (Handling of Valuables), and Article 12 (Handling of Keys).
4. When the Company consents to an application for a Service Contract submitted by a Registered Member, the Company shall notify the Registered Member, through the method prescribed by the Company, that it will commence providing the Service; provided, however, that if the Company commences providing the Service without notice of the commencement of the Service provision, it shall be deemed to have consented to the application for a Service Contract when the provision of the Service is commenced. The Company may reject an application for a Service Contract submitted by a Registered Member for the convenience or at the discretion of the Company.
5. A Registered Member may withdraw an application for a Service Contract only until before the Company consents to the application.
1. Usage fees of the Service
1) A User Member shall pay the
Company the usage fees prescribed by the Company as the
consideration for the use of the Service. The usage fees
include the following items:
(i) Flat Monthly Fee
(ii) Additional charges
2) A Regular Service may be available
at a monthly flat rate (hereinafter the “Flat Monthly Fee”),
and the usage fees of each month shall be calculated using
the following formula. Even if the actual use of the Service
in a month is less than the number of times prescribed by
the Service Contract for service use, the Flat Monthly Fee
shall not be reduced.
The Flat Monthly Fee = (the contract unit price × hours +
the amount of transportation costs) × the number of
Housekeepers × the number of times used* × a coefficient
* The Flat Monthly Fee includes consumption
taxes.
* The number of times used is not the number of
times actually used, but the number of times per week
prescribed by the Service Contract.
For a contract for using services every two weeks or once
a month, the Flat Monthly Fee shall be calculated by
deeming the number of times used as one (1).
3) The Flat Monthly Fee shall accrue
in calendar month increments. If the use of services is
commenced anytime past the start of a month, a request for
it shall be accepted as an addition to the Scheduled Service
Dates under Article 17.
4) The amount of transportation costs
shall be as follows:
- Tokyo 23 Wards, Musashino City, Yokohama City, Kawasaki
City: 1,010 yen (including consumption tax)
- Other areas: 1,700 yen (including consumption tax)
*For some areas, the Company may consult with you
separately.
5) Additional charges shall accrue in
the following cases:
(i) When the Service is performed
on a day other than weekdays or outside of the service
hours
(ii) When the number of times of service
use is increased from the number prescribed by the Service
Contract
(iii) When the service hours are extended
beyond the hours prescribed by the Service Contract
(iv) When an optional service or any other
service prescribed by the Company is used
6) For the contract unit price and a
coefficient of the Flat Monthly Fee, and additional charges,
usage fees shall be calculated based on a price list
separately prescribed by the Company (hereinafter the “Price
List”).
7) The Company shall not return usage
fees that it has received from a User Member, regardless of
the reason.
2. Method of payment 1) In principle, Usage fees for the Service shall be paid by credit card. User member is required to register his/her credit card information before the start of the Service. Usage fees shall be automatically withdrawn from a User Member’s account in the financial institution designated by the User Member on the transfer date designated by the issuer of the credit card registered by the User Member with the Company (hereinafter the “Designated Card”), closing at the end of a month during which the Service is used. 2) A User Member agrees to the following items: (i) To make the payment using the Designated Card unless the User Member notifies the Company of a change (ii) To notify the Company without delay of any change of the Designated Card (including changes of the membership number and expiration date of the Designated Card) (iii) To promptly make the payment through a method designated by the Company in case of failure to make the payment using the Designated Card 3) If approved by the Company, User Member can pay the service fees via bank transfer (transfer fees shall be borne by the Member). The usage fees are to be settled through bank transfer by the deadline set by the company, with the billing period closing at the end of the month in which the Service is used. 4) A User Member who falls in arrears of the payment shall pay delay damages to the Company at the rate of 14.6% per annum for the number of days in arrears.
1. A Service Contract shall commence on the first day of a month and remain effective for a period of three (3) months from the commencement date; provided, however, that when a Service Contract commences anytime past the start of the month, the contract shall be effective until the last day of the month that includes the day on which three (3) months have passed since the commencement date.
2. If any of the following items apply, a Service Contract shall be automatically renewed for the successive three (3)-month period, and the same applies thereafter; provided, however, that if a Service Contract has been changed before the expiration of its period (or the period of a renewed contract, where applicable), the Service Contract shall be renewed under the terms of such renewed Service Contract. 1) When a User Member fails to notify the Company of nonrenewal of the Service Contract through a method prescribed by the Company by 18:00 of the 10th day (or the preceding business day, if the 10th day falls on a holiday) of the month preceding the month in which the contract period expires 2) When the Company fails to notify a User Member of nonrenewal of the Service Contract through a method prescribed by the Company by 18:00 of the 10th day (or the preceding business day, if the 10th day falls on a holiday) of the month preceding the month in which the contract period expires
1. The Company shall provide the Service in accordance with the hours, dates, days of the week, and number of times of service use prescribed by the Service Contract.
2. A Regular Service may be available under the following usage terms: 1) Minimum usage period: 3 months 2) Minimum usage hours (i) A plan for use once a month: at least 3.5 hours at a time (ii) A plan for use every two (2) weeks or at least once a week: at least 3 hours at a time (iii) Addition to the number of times of use: at least two (2) hours at a time 3) The days of service: weekdays and Saturdays (excluding Sundays, national holidays, New Year’s holidays, Golden Week, and other Company holidays) 4) Service hours: 9:00 to 18:00
3. The Service shall be provided within the business implementation area specified by the Company, at the address registered for membership. If you wish to be provided services at any other location, please make another Service Contract after separate membership registration. Moreover, the business implementation area shall be the area designated by the Company in accordance to the National Strategic Special Zones Act and other laws and regulations.
4. The Service shall be provided under an hourly contract, hence requested tasks may not be completed. Please note in advance that if a User Member requests that the tasks be completed, additional charges may be incurred.
5. The Service shall be provided to assist with daily household chores (cleaning of bathrooms, lavatories, toilets, kitchens, living rooms, other rooms, etc., laundry, preparations before starting cooking, etc.). A stain may not be washed out completely, or mold may not be cleaned out depending on conditions, including the degree of a stain in a place for cleaning or deterioration due to age.
6. Services shall not be provided for any task clearly exceeding the scope of daily household chores, the transport of heavy objects, dangerous tasks including work at high places, tasks using specialized equipment/tools or requiring specialized skills, the driving of vehicles (four- or two-wheeled vehicles) or bicycles (including motorized bicycles), the laundering of luxury garments, cleaning of air conditioners/ventilators, pet care, activities in violation of laws and regulations or contrary to public order and morals, activities for the assistance of daily life or the necessary protection of children, support for the bathing, using the lavatory, meals, etc. of persons requiring nursing care or the elderly etc., and any other tasks that the Company finds inappropriate to provide. A Housekeeper or employee may take a break during the service hours, when they find the break necessary for the safe and appropriate provision of the Service, including during work on a summer day or indoor work where air conditioning is unavailable. In this case, the break time shall be included in the service hours.
7. The care for precious metals, other tasks handling valuables, and any other work that the Company finds inappropriate to provide shall not be covered by the Service, and the Company shall not be responsible for them.
8. If a User Member of the Service or a person living with the Member turns out to have an infectious disease, the User Member shall notify the Company of it in advance, before provision of the Service. In this case, if the Company deems it difficult to provide the Service, it may not provide the Service.
9. If it is likely to be difficult to provide the Service safely and properly, including cases where a pet is not put in a cage at the location where the Service is performed, the Service may not be provided. In such a case, the Service shall be deemed to have been provided. If an accident occurs as a result of the Service provided without notification of the above by a User Member (including cases where a Housekeeper is injured owing to an uncaged pet), the Company shall not be responsible for it, and the User Member shall be liable to bear any damage caused by the accident to the Company and the Housekeeper.
10. About the Japanese-language proficiency level of Housekeepers 1) As a rule, the Service shall be provided by a non-Japanese Housekeeper, and the Service may be provided in any language other than Japanese if the Japanese abilities of a non-Japanese Housekeeper are not good enough (cases where the person has not passed the N4 Japanese-Language Proficiency Test); meets certain conditions (see Note), the service will be provided in a language other than Japanese. (Note) (i) If there is a clear agreement with the User Member after sufficient explanation at the time of contract. (ii) If sufficient communication can be achieved using a language other than Japanese, etc. 2) In the case of 1), a Japanese sales representative and the customer support center of the Company shall mediate between the User Member and the Housekeeper and handle the issue responsibly.
11. Housekeepers shall not perform the following tasks in the Service: 1) Medical procedures or nursing, caregiving or any tasks that requires physical assistance or personal care 2) Tasks related to the daily care and necessary protection of children 3) Other tasks deemed inappropriate by the Company
12. A Housekeeper is unable to provide any live-in service in a User Member’s house.
1. For equipment and apparatus necessary for the Service (detergent, rags, vacuum cleaners, etc.), a Housekeeper shall use those owned by a User Member. A customer is responsible for their purchase and replenishment. If it turns out on the date of service that there is a shortage in them, they shall be substituted with other implements of the User Member. In this case, the Company shall not guarantee the completeness of services. If equipment or apparatus necessary for the Service is purchased on behalf of a User Member for compelling reasons, additional charges shall be charged as a purchasing agent fee at a flat rate equivalent to 30 minutes of additional service. In this case, the User Member shall bear the purchase cost.
2. A User Member shall bear the charges for gas, water, electricity (including heating and cooling), and other utilities necessary for the provision of the Service.
1. To prevent unexpected accidents, a User Member will manage any craftwork, artwork, and valuables securely at his/her responsibility, including by removing them before the provision of services, and keeping them outside the places where services are performed so that the Housekeeper will not touch them. Please inform the Company in advance of any objects that require careful handling.
2. To avoid misunderstanding, a User Member will not leave money or goods (including cash, securities, precious metals, and other valuables) in places where the Service is performed, and will manage them securely on his/her own responsibility.
3. The Company shall not be responsible for any damage, defacement, loss, reduction, or theft of money or goods (including cash, securities, precious metals, and other valuables), or any other accident involving such, arising in a condition where they are not properly managed by the User Member, unless there is willful misconduct or gross negligence on the part of the Company.
1. If a User Member deposits with the Company, for the purpose of service provision, the key to the place where the Service is performed, a monthly storage fee of 1,100 yen (consumption tax included) shall be charged. Even if the key is temporarily returned at the User Member’s request, the storage fee shall accrue, and the Company shall not return the fee once received by it.
2. Before the Company receives the key from a User Member, the User Member will be requested to affix his/her signature on the “Key-Storage Confirmation Form”. When the key is deposited, the Company and the Housekeeper in Charge shall manage it with the due care of a prudent manager.
3. The Company shall return the key it has received at the termination of the Service Contract or the expiration of the custody period stated in the “Key-Storage Confirmation Form” or upon the User Member’s request. If it is difficult for the Company to return the key within the given period, the key shall be returned by traceable methods. In this case, the Company shall not be responsible for any loss or damage of or other accident affecting the key in transit.
4. Should the Company lose the deposited key in its custody, the Company shall replace it with a lock of the same level of quality as the lost key at the Company’s responsibility. In this case, the User Member shall cooperate with the Company, including by attending the changing of the lock.
5. If the Company is unable to reach a User Member to return the key within six (6) months after the termination of the Service Contract, the Company shall destroy the deposited key using a method the Company finds appropriate.
1. As a rule, a Regular Service of the Service shall be performed by the Housekeeper who takes charge of a User Member (hereinafter the “Housekeeper in Charge”); provided, however, that the Housekeeper in Charge may not perform the Service on a Scheduled Service Date for an unavoidable reason.
2. A substitute Housekeeper (hereinafter a “Substitute Housekeeper”) shall perform a Service outside a Service Contract, including cases where the Service is performed on a changed date for the customer’s convenience, by addition or for the use of Smile Points, or where the use of the Service is commenced anytime past the start of the month. A User Member cannot designate a Substitute Housekeeper.
3. If the Housekeeper in Charge is unable to perform the Service on the date of the Service, the Company shall take one of the following steps, after consulting with the User Member as much as possible: 1) Change the date to another date (limited to a change to a day in the same month as the date of the Service) 2) Provide services through a Substitute Housekeeper (limited to cases where the key of the User Member can be delivered through the Company) (In this case, the date may be changed to another date.) 3) Cancel the provision of the Service (If services cannot be provided for the Company reasons, Smile Points shall be granted for the services not provided.)
4. The Company may change a Housekeeper in Charge at its discretion for an unavoidable reason. In this case, the Company shall promptly appoint a new Housekeeper in Charge and notify the customer thereof.
5. To check the quality of the Service, an employee of the Company or any employee other than the Housekeeper in Charge may accompany or work with the Housekeeper in Charge.
1. In the event of a Cancellation of a Scheduled Service Date, if it is difficult to change it to another day in the same month as the Scheduled Service Date, or if a Scheduled Service Date falls on a national holiday (including Golden Week), the Company shall issue points to the User Member, which can be used for the Service for the same amount of time as the Scheduled Service Date (hereinafter “Smile Points”). For Cancellation, the Flat Monthly Fee shall not be reduced or returned.
2. A User Member may use Smile Points in accordance with the following conditions: 1) Points can be used within the dates and times of the Company Service (meaning the dates of service and service hours set forth in paragraph 2 of Article 9 (Scope of Service Provision); the same applies hereinafter) during the valid period set forth in paragraph 3. 2) Points can be used in units of one point (corresponding to the hours of use at a time prescribed by the Service Contract), and a point cannot be used in installments for divided hours of use. Even if services are used for less than the said hours of use, a whole point shall be reduced. 3) When the date of use under the Service Contract is a weekday (Monday - Friday), the use of a point is limited to a weekday. 4) Points cannot be used for a change to another day in the same month as the canceled Scheduled Service Date, an extension of hours of use, or an addition of a day of use. 5) Points cannot be changed into cash or used for the payment of usage fees for the Service.
3. A Smile Point shall be valid for a period of six (6) months from the date of the canceled service.
4. A User Member may check the validity period and the number of Smile Points on his/her My Page on the Company System. A User Member shall manage his/her Smile Points responsibly, and the Company shall not be responsible for any lapse of points. The same applies even where points cannot be used within the validity period on the grounds that no Housekeeper is available.
5. Reservations for point use shall be accepted from 10:00 a.m. on the first business day of each month for an unperformed service scheduled in the month through to the end of the following month. (A last-minute reservation shall be accepted until 12:00 noon on the business day preceding the desired date of use.) Please make a reservation using a method prescribed by the Company within the relevant reservation period that covers the desired date of use. A Smile Point can be used when a reservation is made validly. Even if no Housekeeper is available for a desired date and time, the Company shall not be able to place the User Member on a waiting list. Please make another reservation.
6. A User Member cannot change the date validly reserved under the preceding paragraph to another day or make a further Cancellation. In this case, a point shall be deducted without the provision of the Service.
7. In the event of the termination of a Service Contract, Smile Points shall lapse on the termination date of the Service Contract even when their validity period is yet to expire.
1. Changes of dates 1) If a User Member wishes to change the date/time of services and contacts the Company by 12:00 noon on the business day preceding the Scheduled Service Date, the User Member may be provided services for the same amount of time as the scheduled services on another date/time of the Company Service in the same month; provided, however, that the Service on the new date shall be performed by a Substitute Housekeeper. If it is difficult for the User Member to decide on another date in the same month, a Smile Point shall be granted in accordance with Article 14 (Smile Points), and the month’s service usage fees shall not be reduced or returned. 2) Requests for a change of the service date shall be accepted from 10:00 a.m. on the first business day of each month for unperformed services scheduled in the month through to the end of the following month. Even if no Housekeeper is available for a desired date and time, the Company shall not be able to place the User Member on a waiting list. 3) A User Member whose dates of service under the Service Contract are weekdays (Monday - Friday) may request a change of a date only for a weekday. If the date is changed to a Saturday for an unavoidable reason, additional charges shall be incurred. 4) If the Company receives a request for changing a service date after 12:00 noon on the business day preceding the Scheduled Service Date, the Service shall be deemed to have been used, with no Smile Points granted under Article 14 (Smile Points), and with no service usage fees reduced or returned for the month. 5) If a Scheduled Service Date has been changed to another day, the new date cannot be changed further. In the event of Cancellation after a change of the service date, a User Member shall be deemed to have used services, with no Smile Points granted under Article 14 (Smile Points), and with no service usage fees reduced or returned for the month.
2. Cancellation 1) If a User Member contacts the Company by 12:00 noon on the business day preceding the Scheduled Service Date, Cancellation of the Service shall be available. In this case, a Smile Point shall be granted in accordance with Article 14 (Smile Points), and the month’s service usage fees shall not be reduced or returned; provided, however, that in case of a Cancellation of a new date, no Smile Points shall be granted. 2) If the Company receives a request for Cancellation after 12:00 noon on the business day preceding the Scheduled Service Date, the Service shall be deemed to have been used, with no Smile Points granted under Article 14 (Smile Points), and with no service usage fees reduced or returned for the month. 3) If a Housekeeper is unable to enter the place of services on the date of service, including due to the absence of the User Member or malfunction of the lock, the Housekeeper shall stand by at the place for 30 minutes. If the User Member cannot be reached during the period, it shall be processed as a Cancellation. No Smile Points shall be granted for such Cancellation. 4) Cancellation shall be available for a maximum of three (3) months in a row. If Cancellation is requested beyond three (3) months, the Service Contract may be terminated.
1. Extension 1) If a User Member contacts the Company by 12:00 noon on the business day preceding the Scheduled Service Date on which the member wishes to extend the service hours, the service hours shall be extended in exchange for the payment of additional charges in addition to the Flat Monthly Fee. For an extension of hours, additional charges shall be charged in 30-minute increments (with any fraction rounded up). In this case, even if the extended time is less than 30 minutes, additional charges shall be charged for 30 minutes; provided, however, that a request may not be accepted depending on the reservation status of the Housekeeper. The same applies where a User Member extends the use of services without a request to the Company for his/her reasons. 2) Requests for an extension shall be accepted from 10:00 a.m. on the first business day of each month for an unperformed service scheduled in the month through to the end of the following month. Even if no Housekeeper is available for a desired date and time, the Company shall not be able to place the User Member on a waiting list. 3) If a User Member contracts the Company by 12:00 noon on the business day preceding the Scheduled Service Date using a method prescribed by the Company, Cancellation of an extension of hours shall be available. If a User Member contracts the Company after 12:00 noon on the business day preceding the Scheduled Service Date, the total amount of additional charges shall be charged.
2. Shortening of Use of Services
If the use of services is shortened for a User Member’s reasons, no Smile Points shall be granted.
1. If a User Member contacts the Company by 12:00 noon on the business day preceding the day on which the addition of a Scheduled Service Date is desired, the addition of the Service shall be accepted in exchange for the payment of additional charges in addition to the Flat Monthly Fee. An addition shall be accepted for at least two (2) hours at a time, and the Service shall be performed by a Substitute Housekeeper; provided, however, that a request may not be accepted depending on the reservation status of the Housekeeper.
2. Requests for an additional service shall be accepted from 10:00 a.m. on the first business day of each month for unperformed services scheduled in the month through to the end of the following month. Even if no Housekeeper is available for a desired date and time, the Company shall not be able to place the User Member on a waiting list. Please make another reservation.
3. If a User Member contracts the Company by 12:00 noon on the business day preceding the date of an additional service using a method prescribed by the Company, Cancellation of the Service shall be available without the payment of additional charges for the additional service. If a User Member contacts the Company after 12:00 noon on the business day preceding the date of an additional service, or a Housekeeper is unable to enter the room on the date of an additional service, including due to the absence of the User Member or malfunction of the lock, and is unable to reach the User Member during a 30-minute standby period, the total amount of additional charges shall be charged for the additional service. In the event of a Cancellation of a scheduled date of an additional service, no Smile Points shall be granted.
1. A User Member who wishes to change the Service Menu prescribed by the Service Contract shall contact the Company through a method prescribed by the Company. In this case, the Service Contract shall be revised in accordance with the following items; provided, however, that the Service Menu cannot be changed promptly depending on the reservation status of the Housekeeper in Charge. 1) When contacted by 18:00 on the 10th day (or the preceding business day when the 10th day falls on a holiday; the same applies hereinafter in this Article) of the month: The revised Service Contract will apply from the first day of the following month. 2) When contacted after 18:00 on the 10th day of the month: The revised Service Contract will apply from the first day of the month after the following month.
2. If any of the following items apply, replanning of the Service Menu is needed, and a planner of the Company shall visit the User Member. In this case, a planning fee shall be charged at a flat rate equivalent to 30 minutes of the service: 1) When the Company deems that replanning is needed, owing to a change in the Service Menu 2) When a Service Contract is continued after a change of the place of services, including due to a move 3) When a User Member desires replanning
1. A Member (including a person who has been registered as a Member in the past) shall not engage in any of the following acts toward a Housekeeper. The same applies for a period of five (5) years after the termination of the Service Contract. 1) Directly requesting the provision of a housekeeping service or similar activities 2) Mediating between a Housekeeper and any housekeeping or similar service other than that of the Company
2. A Member who violates any item of the preceding paragraph shall compensate the Company for any damage caused to it. If it is difficult to calculate the amount of damage, the amount of damage shall be the amount of usage fees that the Member has paid to the Company during the past one (1) year (or, if the usage period is less than one (1) year, a 12-month amount based on the average monthly amount of usage fees during the past three (3) months).
The Company shall be responsible, as the entrustee, for the implementation of the Service, and shall be solely responsible for giving all direction and orders to Housekeepers, including instructions on the work under the Service, labor management, safety and health management, and other relevant matters. A User Member may not give instructions directly to a Housekeeper about the work under the Service. Please make requests for details of work incidental to an extension and addition of services at the time of reservations. If a User Member wishes to change any details of work incidental to an extension or addition of services or details decided at the time of the initial planning, the User Member will contact the Company by 12:00 noon on the business day preceding the Scheduled Service Date. Depending on the details of a request, the replanning mentioned in paragraph 2 of Article 18 may be implemented.
A Housekeeper shall give a report on service completion on every date of Service provision by filling out a form, designated by the Company, with details of the performed work. A User Member will check the contents of each service report and sign or affix his/her seal in the space provided. A User Member who has any complaints about services provided by a Housekeeper will contact the Company within its business hours on the business day following the date of the services. The Company will not be able to respond to any complaints filed after that, except in cases of willful misconduct or gross negligence of the Company.
A Member shall not engage in any of the following acts:
1) An act in violation of Terms and Conditions
2) An act of infringing intellectual property rights, portrait rights, privacy rights, rights to maintain good name, or any other rights or interests of the Company, another Member of the Service, a Housekeeper, or a third party (including acts that are likely to infringe any of them directly or indirectly)
3) An act that is or is likely to be related to any illegal or criminal act or an act that is or is likely to be contrary to public order and morals
4) An act of cooperating or getting involved in the maintenance, operation, or management of an Antisocial Force or interacting with or taking part in an Antisocial Force in any other way
5) An act of filing false requests or complaints against the Company or a Housekeeper
6) Speech or behavior that discriminates against a Housekeeper, an employee, or other relevant person of the Company (hereinafter in this Article an “Employee”) based on his/her race, that damages his/her reputation, slanders or defames him/her, or inflicts social or mental suffering on him/her
7) Sexual harassment or any obscene speech or behavior against a Housekeeper or an Employee
8) Violence, intimidation, bluster, or threats against a Housekeeper or an Employee, or any other speech or behavior that inflicts a bodily or other injury on a staff member
9) Taking a photograph of a Housekeeper or an Employee without permission
10) An act that impedes or is likely to impede the execution of the Company’s business, including the provision of the Service
11) Any act that the Company finds inappropriate
12) Any other acts equivalent to any of the preceding items
A User Member who wishes to terminate the Service Contract may terminate the Service Contract even in the middle of a contract period by undertaking the procedure prescribed by the Company. In this case, the termination date shall be as follows:
1) When contacted by 18:00 on the 10th day (or the preceding business day when the 10th day falls on a holiday) of the month: termination is on the last day of the following month
2) When contacted after 18:00 on the 10th day (or the preceding business day when the 10th day falls on a holiday) of the month: termination is on the last day of the month after the following month.
However, a User Member may terminate the contract immediately when paying the service usage fees to be incurred by the above date of termination. In this case, the Company shall settle unbilled fees by the last day of the last month of use. (The Flat Monthly Fee shall not be calculated on a daily basis.)
1. If any of the following items apply, the Company may, without advance notice to a Member, suspend or discontinue providing all or part of the Service (including the provision of any system and other operations related to the provision of the Service; the same applies hereinafter in the following paragraph): 1) When performing periodic or emergency inspections or maintenance work on the Company System or other computer systems of the Company related to the provision of the Service 2) When a computer, communication line, or other facilities are shut down due to an accident, and operations cannot be restored in the meantime 3) When it is impossible to operate the Service due to a fire, power failure, natural disaster, or other force majeure 4) When the Company otherwise finds it necessary to suspend or discontinue the Service
2. The Company may terminate a Service Contract or the provision of the Service in whole or in part for its own convenience. In this case, the Company shall give advance notice to the Member (limited to the User Member who is a party to the terminated Service Contract in the case of the termination of a Service Contract).
3. The Company shall not be responsible for any damage, loss, or costs incurred by a Member due to any measure taken by the Company under this Article, unless there is willful misconduct or gross negligence on the part of the Company.
When the Company handles personal information (meaning the personal information defined in Article 2, Paragraph 1 of the Personal Information Protection Act; hereinafter “Personal Information”) obtained from Members (including Membership Applicants) in connection with the use of the Company System and the provision of the Service, the Company shall manage the Personal Information properly in accordance with laws and regulations, and with “On the handling of Personal Information” separately prescribed by the Company.
1. The copyrights of any written matter, pictures, and other information provided by a Member to the Company (hereinafter “Provided Information”) shall be vested in the Member. A Member shall permit the Company to use his/her Provided Information (including publication on the Company System and other websites operated by the Company, and other reproductions and alterations), and shall not exercise author’s moral rights against such use.
2. The Company shall decide whether or not to publish Provided Information on the Company System and other websites operated by the Company.
3. The Company may use Provided Information, Registered Information, and the usage status of the Service by processing them into a format by which individuals cannot be identified.
4. The copyrights of derivative works created using Provided Information shall be vested in the Company.
1. A Member shall use the information about the Service and any information acquired in connection with the use of the Service or a Service Contract (hereinafter “Confidential Information”) only for the use of the Service, and shall not provide, disclose, or divulge Confidential Information to any third party without the consent of the Company. The same applies after the termination of a Service Contract.
2. When a Service Contract terminates, membership is removed, or it is required by the Company, a Member shall return Confidential Information, and documents and other recording media stating or containing Confidential Information, as well as reproductions thereof promptly to the Company or destroy them using an appropriate method.
1. If a Member causes any damage to the Company by violating these Terms or in connection with the use of the Service under a Service Contract, the Member shall compensate the Company for such damage.
2. If any of the following items apply to a Housekeeper or an employee of the Company and cause any damage to a User Member, the Company shall compensate for the damage actually incurred by the User Member (excluding consequential damage and lost earnings), except where it arises from the Member’s instructions. 1) When an electrical appliance or other equipment malfunctions due to improper use 2) When a dish, glass, etc. is broken 3) When a Housekeeper or an employee makes a dent or scratch on furniture, floors, walls, etc.
3. The amount of damages borne by the Company under paragraph 2 shall be limited to the amount of insurance proceeds received from the insurance company under the liability insurance that the Company takes out for the provision of the Service.
4. The preceding two paragraphs do not apply to any damage caused by willful misconduct or gross negligence on the part of the Company (including its representatives and employees).
5. The Company shall not be responsible for any damage caused as a result of work conducted in accordance with instructions of a User Member.
1. A Service Contract shall conclude in any of the following cases: 1) When a User Member terminates the Service Contract under Article 23 (Termination of the Service Contract) 2) When a User Member has died 3) When a User Member falls under paragraph 1 or 2 of Article 5 (Cancellation of Registration and Rescission of Service Contract) and has his/her membership withdrawn by the Company
2. After the conclusion of a Service Contract, the Company may delete all or part of a Member’s Provided Information or continue to publish it on the Company System and other websites operated by the Company.
1. If either of the following items apply, the Company may revise at its discretion these Terms (including various provisions containing the contents of the Service; the same applies hereinafter in this Article): 1) When a revision of these Terms meets the general interests of Members 2) When a revision of these Terms is not repugnant to the purpose of the contract and is reasonable in light of the circumstances of the revision, including the necessity of the revision, appropriateness of the revised contents, and details of the revision.
2. When revising these Terms under the preceding paragraph, the Company shall publish on the Company website a statement that the Terms will be revised and the contents of the revised Terms and their effective date, or notify Members thereof by e-mail at least three (3) days prior to the effective date of the revised Terms.
3. When using the Service after the effective date of the revised Terms, a Member shall be deemed to have agreed to the revision of the Terms, and the Service Contract shall be revised based on the revised Terms.
The Company shall not be responsible for a Member if it fails to provide all or part of the Service due to earthquakes, typhoons, tsunamis, storms, floods, epidemics, infectious diseases, other natural disasters, wars, riots, insurrections, terrorism, acts of dispute, strikes, establishment/revision/abolition of laws and regulations, orders/dispositions of public authorities, transportation delays, fires not attributable to the Company, or any other force majeure.
Except where the Company gives advance consent, a Member shall not assign to a third party, offer as a security, or dispose of in any other way his/her status as a Member or rights and obligations under such status.
1. Every kind of request, inquiry, and other communications and notices given by a Member to the Company in connection with the Service, as well as notices of revisions of these Terms, and other communications and notices given by the Company to Members shall be made using a method separately prescribed by the Company. Every kind of request, inquiry, and other communications and notices given by a Member to the Company in connection with the Service shall be accepted during the business days and hours of the customer support center. Holidays, New Year’s holidays, long holiday periods, and other long suspensions of business of the Company shall be announced in advance on a website etc.
2. All notices given by the Company to a Member in connection with the Service shall be sent to the contact information contained in the Registered Information using a method prescribed by the Company, and the Company shall not be responsible for any failure in the delivery of such notice, except where the failure in the delivery of the notice is attributable to the Company.
1. The construction and application of these Terms shall be governed by the laws of Japan.
2. Any and all lawsuits relating to these Terms and the Service shall be brought in the Tokyo District Court as the agreed exclusive jurisdiction of the first instance.
The revision of these Terms shall become effective on October , 2024.
