Question 1

How do I book a cleaning service?

Accepted Answer

Visit our Services page to choose your cleaning plan and check its booking options. Plans available online, including monthly residential cleaning, can be booked through our website. For plans requiring an enquiry, please use our contact form.

Question 2

How far in advance should I book?

Accepted Answer

For services available to book online, you can book from tomorrow, subject to the dates and times shown in our availability checker.

For a same-day cleaning request, please contact our team first so we can check whether we can accommodate you.

Question 3

Do you offer cleaning on Sundays and public holidays?

Accepted Answer

Available dates and times, including Sundays and public holidays, are shown in our availability checker. Please select an available slot when booking.

Question 4

Can I request a particular cleaner?

Accepted Answer

You can request a preferred cleaner in your booking notes. Requests are subject to availability and admin confirmation and cannot be guaranteed.

For other special requests, please include them in your booking notes or contact our team in advance.

Question 5

Is there a minimum commitment for recurring residential or office cleaning?

Accepted Answer

The minimum commitment depends on your individual agreement. To end your recurring service agreement, please give us 30 days’ notice.

Please contact our team to discuss the terms for your plan.

Question 6

How can I contact your team?

Accepted Answer

Please use our website contact form for enquiries or help with an existing booking. When making a booking, you can also include special requests in the booking notes.

Question 7

Which areas do you cover?

Accepted Answer

Please use our website address checker to check coverage for your property.

For locations outside our standard coverage, contact our team. We may be able to accommodate you after reviewing the location, station access and staff travel arrangements. Acceptance requires our team’s confirmation.

Question 8

Where can I find your prices?

Accepted Answer

Our current prices and plan details are published on the Services page. Published plan prices include consumption tax and transportation.

Question 9

What payment methods do you accept?

Accepted Answer

We accept credit cards and bank transfers for all cleaning services.

Question 10

Can you arrange cleaning for multiple properties?

Accepted Answer

For multiple properties, please contact our team to discuss a tailored quote and service arrangement.

Question 11

How long is Express Cleaning? Can I request extra time?

Accepted Answer

Express Cleaning is a two-hour service. To help us plan our cleaners’ schedules, please contact us or include any request for extra time in your booking notes in advance.

Extra time depends on the cleaner’s schedule. Our team will quote the additional charge and obtain your agreement before confirming any extra time. An extension is not guaranteed.

Question 12

What does Move-Out Basic cover?

Accepted Answer

Move-Out Basic covers the bathroom, washroom and toilet only. For full-apartment move-out cleaning, please contact our team for a custom quote.

Question 13

Do I need to prepare cleaning supplies?

Accepted Answer

No. All our cleaning services include cleaning products, mops and cloths, so you do not need to prepare them.

Question 14

Do I need to provide a vacuum?

Accepted Answer

You do not need to provide a vacuum to book a cleaning. If one is unavailable, our staff can clean the floor by mopping.

Question 15

Can cleaners move furniture during cleaning?

Accepted Answer

Our staff can move small, lightweight items at your request if there is enough time, but we do not move heavy furniture.

Please add your request to the notes in your customer portal before the cleaning day so our team can plan for it.

Question 16

Do you provide laundry for residential clients?

Accepted Answer

No. We do not provide laundry services for residential clients.

Question 17

What is the minimum commitment for Airbnb cleaning?

Accepted Answer

Our Airbnb cleaning plans require a minimum of four cleanings per month.

If you would like to try our service before choosing an Airbnb cleaning plan, please book Express Cleaning.

Question 18

Are linen changes and bed-making included in an Airbnb trial?

Accepted Answer

Yes. When you book Express Cleaning as an Airbnb trial, we include linen changes and bed-making.

Please provide replacement linen, fresh towels and guest amenities. If you would like us to provide linen or guest supplies, please contact our team to arrange this separately.

Question 19

Who handles laundry and fresh linen between guest stays?

Accepted Answer

Clients are responsible for laundry unless they arrange it separately with us. We can arrange fresh linen supply or laundry service for each turnover cleaning.

For properties with calendar integration set up, we use check-in and check-out dates to help plan replenishment. Please contact our team to discuss the arrangements for your property.

Question 20

Do you offer additional cleaning services for contract clients?

Accepted Answer

Yes. For clients with a cleaning contract, we can arrange services such as mid-stay cleaning, pre-check-in cleaning and balcony cleaning to help maintain the property.

Depending on your contract, these services may be quoted separately or included in an agreed package. Please contact our team to discuss your property’s needs and the contract arrangements.

Question 21

Do you provide photos after cleaning?

Accepted Answer

We take after-cleaning photos to document the completed work and maintain a reference for future visits.

These records help replacement staff understand your property’s setup when your regular cleaner is unavailable. Photos can be shared according to your preferred arrangement with our team.

Question 22

What is your cancellation policy?

Accepted Answer

For all cleaning services, cancellation is free when made more than 24 hours before the scheduled start time. If you have already paid, you are entitled to a full refund.

Cancellations are not permitted when 24 hours or less remain before the scheduled start.

Question 23

Can I reschedule my cleaning?

Accepted Answer

For all cleaning services, rescheduling requires contacting our team by 5 PM Japan time on the day before your cleaning and is subject to availability and confirmation.

Changes after this deadline are not permitted.

Question 24

What happens if the cleaner cannot access my property?

Accepted Answer

Please provide valid entry instructions and ensure our cleaner can access your property at the scheduled time.

If our cleaner arrives but cannot enter because instructions are missing or invalid, or you cannot be reached to provide access, a refund is not available on that basis.

Question 25

How do you handle issues discovered during a cleaning visit?

Accepted Answer

If our staff notice damage or missing items, they report it to our operations team, who review the report and contact you.

If staff have difficulty accessing your property, they will usually try to reach you through the intercom and also notify our admin team, who will contact you to help resolve access.

Question 26

What if I’m unhappy with the cleaning?

Accepted Answer

Please report any concerns about your cleaning within 24 hours of the service through our contact form.

Our team will review your complaint before deciding whether to approve a free re-clean.

Question 27

Are you insured?

Accepted Answer

Yes. TokyoCleaner carries company liability insurance for damage arising during cleaning, subject to the policy’s terms and conditions.

If an incident occurs, please contact our team so we can review it.

Question 28

How do I report damage?

Accepted Answer

Please report any damage within 24 hours of the service and include clear photos of the damage with your report.

Our team will review your report and compare it with submitted before-cleaning photos. If no before-cleaning photos are available, we will review other available evidence.

Reporting damage does not automatically confirm compensation.

Question 29

Are your cleaners background-checked and trained?

Accepted Answer

Our cleaners are background-checked before their first assignment and are trained and assessed in-house by TokyoCleaner.

Question 30

Can I communicate with my cleaner in English?

Accepted Answer

Yes. Our cleaners also speak English, so you can communicate with them directly. You can also provide instructions or special requests in your booking notes.

Frequently Asked Questions

Booking & Availability

Service Areas & Coverage

Pricing & Payment

What's Included

Airbnb & Vacation Rental

Cancellation & Policies

Our Staff & Communication

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