Q&A

  What is included in the housekeeping service?

  Any domestic-related chores that can be undertaken by one female housekeeper e.g. general cleaning, bed-making, laundry, ironing, cooking and other ad-hoc requests. A housekeeper will be matched to meet your individual preferences and requirements.

  Do I have to be at home while the housekeeper is working?

  No, you do not have to be at home, as long as there is a way for our housekeeper to enter your house/apartment. However, we recommend you at least meet your housekeeper on the first day of service, so that you see who is cleaning your home – and to give instructions first-hand.

  Can I write notes to let the housekeeper know what I want?

  Yes, please feel free to do so. Chez Vous also provides an easy to use note book to relay your requests to the housekeeper. You may also feel free to contact your coordinator by phone / email in advance, so that they can pass the message to the housekeeper

  How can the housekeeper enter my apartment to provide the service?

  There are five options:

    1) You are at home at the beginning and end of service.
    2) Your building concierge/management desk holds the key on the day of service or ongoing –
    please ask your concierge if this is possible
    3) The key is left in a secured box in your building entrance area, or locked mail box.
    4) Your housekeeper holds your key – we operate a Key-holding Agreement to ensure our staff
    and Chez Vous take responsibility for your key.
    5) The key is picked up from a location within 5 minutes walk of you home e.g. your office or
    Chez Vous’office.

  Can I leave my key(s) with the housekeeper?

  Yes – many of our staff are holding the keys of our clients since this is often the only way they can enter the home. We will issue a key holding agreement after receiving the key, so that Chez Vous takes full responsibility in case of lost keys.

  Can I have the service on weekends and National Holidays?

  Yes, we can provide the service on weekends. However, for services on Sundays and National Holidays there is a holiday surcharge of ¥1,575. There is no additional charge for Saturday services.

  What if the housekeeper is not meeting my expectations?

  Should you not be satisfied with the housekeeper, your coordinator will work to align the housekeeper’s work with your requests, and improve the level of the service. If this coaching does not produce the desired results, we will re-match a housekeeper to better serve your needs.

  If I want a service more than once a week, will that be the same housekeeper?

  Yes – assuming this is your original request. If you wish to increase the frequency of service later on, there may be a chance that the schedule of your regular housekeeper cannot accommodate your request. In which case, we would arrange a different housekeeper to provide additional services.

  Can you provide a service if I am living outside your service area?

  We may be able to provide the service subject to staff availability and other matching factors. Please ask for more details.

  Do I have to provide the cleaning supplies?

  Yes, for the housekeeping service, we ask the client to provide all necessary materials. However, for the first service we are more than happy to buy a set of detergents, cloths etc on your behalf. We do ask that you provide a minimum of a vacuum and iron/ironing board for services where ironing is included. If you prefer a complete service where Chez Vous provides all cleaning materials, please check out our House Cleaning-pro Service.

  Can I try the service first before deciding whether to go ahead and use on a regular basis?

  Yes. We have a no-commitment trial package where you can use the service up to three times at a reduced rate.

  Is transportation covered in the service fee?

  Yes, prices displayed include the standard transportation charge of ¥1,000 per service.

  How much time in advance do I need to order a housekeeper?

  Ordinarily, we ask for at least two days notice. However, we may be able to fulfill more urgent requests depending on staff availability and other matching criteria.

  How can I pay for the service?

  Payment may be made by the following methods:
    - bank transfer
    - automatic debit
    - convenience store
    - cash on the day of the service for ad-hoc users.

  What is your cancellation policy?

  Cancellations are taken during office hours, Mondays to Fridays, 9am - 6pm. A cancellation fee of ¥5,250 will be charged for cancellations made after 6pm of the previous working day until 90 minutes before the scheduled service. However, if you cancel within 90 minutes of the scheduled start time, the full service fee plus transportation will be charged.

  What if my regular housekeeper is sick or on vacation?

  We would arrange a replacement housekeeper to provide the service, using a “job-handover sheet” to ensure your requests are relayed to the reliever.

  What if something is broken while the maid cleans my house?

  Though we take all measures to ensure damages are limited in the first-place, we do carry accidental damage insurance of up to JPY 20,000,000 in case there is an unfortunate mishap. We have a customer-friendly claim policy in place to ensure a quick and satisfactory solution should accidental damage occur.

  What is the difference between your housekeeping and house cleaning-pro service?

  Often the housekeeping service and house cleaning-pro service go hand-in-hand. Under our housekeeping (or maid) service, one lady would undertake your regular housekeeping chores, perhaps on a daily, or weekly or even bi-weekly basis. Such chores include cleaning, laundry, bed-making, ironing and more. There are however chores which are a) too heavy, or b) too technical for the maid to accomplish. These tend to be the periodic or seasonal cleaning tasks - which would be undertaken by our house cleaning-pro team. These would include air-con cleaning, balcony cleaning, carpet cleaning, lime-scale removal in the bathroom...basically anything your housekeeper is unable to accomplish. Quite often, our clients at Chez Vous use a weekly maid, supplemented by a monthly special clean focusing on a particular area of the home.

  Can the housekeeper look after my child if I need to leave the house?

  No. If you are looking for an integrated housekeeping and child-care service, please check out our domestic helper service.