Any domestic-related chores that can be undertaken by one 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. 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 \1,500 (not inclusive of tax). 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.
What is your transportation fee policy?
We charge a fixed \1,000 transportation fee 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?
A cancellation fee of \5,000 will be charged for cancellations made after 6pm of previous 2 business days until 90 minutes before the scheduled service. If you cancel within 90 minutes of the scheduled start time, \5,000 plus \1,000 (tax inc.) transportation fee will be charged. For Monday services, cancellation charge will be applied after 6pm on the Thursday before. For any National Holiday service or the day after the Holiday, a cancellation charge will be applied after 6pm on 2 business days prior to the service date.
What if my regular housekeeper is sick or on vacation?
Depending on our availabilities, we would arrange a replacement housekeeper to provide the service.
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 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?
Our Housekeeping service is a general maintenance cleaning of your home using detergents and tools you have at而me and done by one of our fully trained maid. This service includes general surface cleaning of all the areas inside your home, dishes, bed making, laundry if machine available and ironing. We charge per hour with a minimum of 3 hours per service.
Our House Cleaning-pro focuses on specific areas and is recommended for tasks that are not covered by our housekeeping service or requires the use of special professional tools and detergents that we provide (balcony & window cleaning, kitchen range hood, air conditioner, bathrooms (lime scale and mold removal), etc.). We charge per area (or surface area for windows & balcony).
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.
Further questions?
Please call an English-speaking coordinator to find out more: 0120-699-100.
♦ Babysitting
What is included in the babysitting service?
Any child-care-related duties, such as feeding, bathing, playing, changing diapers, picking-up/dropping-off from school, taking on trips…basically any task a mother would undertake.
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 \2,000(not inclusive of tax). There is no additional charge for Saturday services.
What if the babysitter is not meeting my expectations?
Should you not be satisfied with the babysitter, your coordinator will work to align the babysitter’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 babysitter to better serve your needs.
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.
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 two times at a reduced rate.
Is transportation covered in the service fee?
No, a transportation fee of \1,000(tax inc.) per service is charged on top of the hourly prices.
How much time in advance do I need to order a babysitter?
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.
Can I extend the service if I come home late?
Yes, but please tell us in advance if you think there is a possibility of extension. Extensions will be charged in 15-minute increments at the standard service rate.
If I come home early and do not need the sitter, can I send her home early?
Yes, you can send the babysitter home early. However, you will be charged as per the pre-agreed duration since we have a commitment to pay the sitter according to original schedule.
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 Spot Babysitting users.
What if my regular babysitter is sick or on vacation?
A Depending on our availabilities, we would arrange a replacement babysitter to provide the service.
Do you have English-speaking babysitters?
Yes, for non-Japanese speaking families, we would arrange an English-speaking sitter. This would either be a Japanese or Filipino national.
Can I use your babysitting service if I am staying in a hotel?
Yes, we have many clients who are visiting Tokyo for business or travel. We are happy to arrange a babysitter to provide the service in a hotel.
Can I use the service until the middle of the night?
Yes. However, if the service time will finish beyond the last train, we would ask you to cover the cost of a taxi fare for the sitter. If you think you will be getting home very late, please let us know in advance so that we may arrange a sitter living not so far away. The cost of a taxi fare can range between \1,000 - \6,000 depending on the service location and the sitter’s home.
Can the babysitter do the cleaning while my baby is sleeping?
No. Under the babysitting service, the duties are limited to caring for the child. She may however tidy up the child’s area, or perform extra child-related duties if the baby is sleeping. For integrated housekeeping and child-care assistance, please check out our domestic helper service.
Can the babysitter cook food for my child(ren)?
Cooking duties are not included under the babysitting service. However, the babysitter can heat up food already prepared. If you would like the babysitter to cook food for your child(ren) please use our domestic helper service.
Can your babysitters take care of sick children?
No. Since our sitters are also taking care of other children, we operate a zero-risk policy. However, in some cases, we may be able to take care of sick children if, for example, the sickness is non-contagious, or we have the go-ahead from your doctor to take care of the child. This is entirely at the discretion of your Chez Vous coordinator. Please ask for more information.
What is your cancellation policy?
A cancellation fee of \5,000 will be charged for cancellations made after 6pm of previous 2 business days until 90 minutes before the scheduled service. If you cancel within 90 minutes of the scheduled start time, \5,000 plus \1,000(tax inc.) transportation fee will be charged. For Monday services, cancellation charge will be applied after 6pm on the Thursday before. For any National Holiday service or the day after the Holiday, a cancellation charge will be applied after 6pm on 2 business days prior to the service date.
Is your babysitting service insured?
Yes, our babysitting service is fully insured should there be any damage to the client’s property, or injury to the child or babysitter.
How do I know what the sitter has done during the service?
For regular clients, we have a Sitting Report to allow mom and dad to keep track of feeding and sleeping times and any other events during the sitting service. The sitter will also inform parents directly at the end of each service, should there be any issues.
Further questions?
Please call an English-speaking coordinator to find out more: 0120-699-100.
