Terms & Conditions
5 Star Housekeeping GK 1-6-5-1F Chatan, Chatan-cho, Nakagami-gun, Okinawa 904-0116, Japan Last updated: 2026-09-20
These terms apply to every booking with 5 Star Housekeeping GK ("we", "us"). When you book a service, you agree to them. Your booking confirmation, the package description, and our Cleaning Checklist are part of the agreement. If anything here is unclear, ask us before you book. Nothing in these terms takes away rights you hold under Japanese consumer law.
1. Booking and payment
All bookings are made online. Prices are listed on our Services page.
We accept Visa, Mastercard, and American Express.
One-time cleans are charged when you book.
Recurring packages: you can select "Reserve without paying" at checkout and save your card. Your card is charged on the day of each scheduled clean.
If a card payment fails, we will contact you. We may pause service until it is resolved.
2. First clean and recurring packages
Every visit is a full deep clean.
The first clean of any recurring package is billed at the one-time rate, because we don't know the condition of the home until we've cleaned it. Every clean after that is billed at the discounted recurring rate.
Recurring packages require a minimum of 4 appointments, scheduled at booking. The discounted rate exists because of that commitment.
After the first 4 appointments you can continue or stop at any time. Individual appointments can be rescheduled with the notice in Section 4.
3. Scheduling and arrival times
Service hours: Monday to Friday 8:00 am to 4:00 pm, Saturday 8:00 am to 12:00 pm. Closed Sunday.
Our teams travel between homes across the island, so arrival can vary by up to 1 hour from your scheduled time. If your usual slot has to move on a given day, we will tell you in advance.
4. Cancelling or rescheduling
You can cancel, skip, or reschedule any clean at no charge with at least 48 hours' notice before the appointment time. Prepaid cleans cancelled with 48 hours' notice are refunded in full.
With less than 48 hours' notice, a $70 cancellation fee applies. This covers staff wages we guarantee for the cancelled shift and the lost appointment slot. We will explain how the fee is calculated if you ask.
If our team arrives and cannot get in (no key, wrong code, nobody home), it counts as a cancellation with less than 48 hours' notice.
To cancel, use your booking confirmation link or email us.
5. Satisfaction guarantee
If you are not satisfied with any area we cleaned, tell us within 24 hours by email or through the card our team leaves in your home. We will come back and re-clean those areas free of charge.
If the return visit does not fix it, we will refund part or all of that clean, in proportion to the problem.
This applies to every customer, one-time and recurring.
6. What's included, and extra charges
Our teams follow the Cleaning Checklist for the package you booked. We supply standard products and equipment. We do not steam clean carpets or wax floors as part of our packages.
Package prices assume a home in average condition and the number of bedrooms stated for the package. Price is for the result, not the hours. Some teams take longer, some take less.
We do not normally charge for extra time. If a home is far beyond reasonable condition, or has more bedrooms than the package covers, we will contact you and agree on how to handle it before any extra charge. Nothing extra is billed without your approval.
Keep the work area clear. Unsecured pets, contractors, or other people in the way slow the team down and affect the result.
Some conditions cannot be fixed in one visit, such as heavy staining or long-term buildup. We will tell you what we find and the most cost-effective way to deal with it.
7. Your home
Make sure we can get in. Give us the key, door code, call box number, and parking spot at booking. If you have an alarm, disarm it or give us the code.
Secure pets before the team arrives.
Please dust or clean items of high monetary or sentimental value yourself, or put them away.
Our staff move light items only (small tables, chairs). They do not move heavy furniture or items with fragile decorations. If you want us to clean under or behind those, move them before we arrive.
8. Staff safety
If a team member's safety is at risk because of the conduct of anyone in the home, or because of hazardous conditions in the home, the team will leave. The clean is charged in full and we may decline future bookings.
9. Illness
If anyone in your household has or may have an infectious illness, tell us as early as you can, and at least 24 hours before the visit where possible. We will reschedule at no charge. We may also reschedule if our own staff are affected.
10. Damage and our liability
If we damage something, we take responsibility. Tell us as soon as you can, ideally within 48 hours and with photos, so we can look into it quickly.
We will repair the item, replace it at its current value, or reimburse you, after talking it through with you.
We are not responsible for damage that existed before the clean, for items that fail because they were not properly installed or secured (example: a heavy frame hung on a thumbtack) unless our staff handled them carelessly, or for loss caused by your own negligence.
Where damage results from ordinary negligence, our liability is limited to the direct loss: the repair cost or the current value of the item. This limit does not apply to damage caused intentionally or through gross negligence by the company or its staff.
11. PCS and move-out cleans
Our PCS / Move-Out package is built for government-directed moves and follows base housing requirements (see the Cleaning Checklist).
Moves that are not government-directed may need contractors for work we do not provide. Check the Cleaning Checklist before you book.
The home must be completely empty on the day of the clean, including all furniture and trash.
12. No poaching
Our people are our most valuable assets. We recruit, vet, and train every cleaner, and our cleaners sign an employment agreement with us. Under that agreement, a cleaner may not accept cleaning work directly from a 5 Star Housekeeping GK client while employed with us or for 6 months after leaving, except through our referral process.
By booking with us, you agree not to solicit or hire our cleaners for cleaning work outside of 5 Star Housekeeping GK during that period. An offer made around us puts the cleaner in breach of their own signed agreement and puts their job at risk.
If you want to hire one of our cleaners, contact us first. We handle it through our referral process, and any placement fee is agreed with you in writing before the hire. A cleaner hired through that process is no longer our employee, and we have no responsibility for their work, scheduling, taxes, or liability.
If a client solicits our staff outside that process, we may end service with that client.
13. Privacy, keys, and photos
We use your personal information only to deliver and manage your service. We do not sell or share it.
Keys and entry codes are kept secure and used only for your scheduled visits.
We never post photos of clients' homes. Staff take photos inside a home only to document a concern for you or for our internal records.
14. Changes to these terms
We may update these terms. We will post the new version on this page with its effective date before it takes effect, and we will email customers with active recurring packages. Bookings made before the effective date keep the terms they were made under, unless the change is in your favor.
15. Governing law
These terms are governed by the laws of Japan. The Naha District Court is the court of first instance for any dispute. If one part of these terms is found invalid, the rest stays in effect.
16. Contact
5starhousekeeping1@gmail.com | 098-987-8955 | See also our Commercial Disclosure page.