Membership Terms and Conditions for Mansion Cleaning Service

These Terms and Conditions govern the use of the Mansion Cleaning Service (the "Service") provided by TOMOE Co., Ltd. (the "Company"). The Service covers commercial laundering, wet cleaning, and dry cleaning. By registering as a member, you agree to be bound by these Terms and Conditions.

Note: The Japanese version of these Terms and Conditions shall be the sole version with legal authority. This English version is provided for informational purposes only. Should any inconsistency arise, the Japanese version takes precedence. These Terms and Conditions are subject to Japanese law.

Registration

To register for the Service, complete the membership application form, agree to these Terms and Conditions, and submit the form to the front desk of your residential building. Membership becomes active once the Company approves your application.

Laundry Bag

• Upon registration, the Company will provide you with a laundry bag for use with the Service. A replacement fee applies if a new bag is needed due to loss, theft, or deterioration.
• The laundry bag remains the property of the Company. Members are responsible for keeping it in good condition.
• The laundry bag is for the exclusive use of the member and their household in connection with the Service. It may not be lent or transferred to any third party.
• Any damage resulting from unauthorized use of the laundry bag is the sole responsibility of the member.
• Upon withdrawal or cancellation of membership in accordance with the Withdrawal section below, the member must promptly return the laundry bag to the Company.

Eligibility

The Service is available to individuals who meet all of the following requirements:

• Reachable by phone, email, LINE, or equivalent means
• Agreement to these Terms and Conditions
• Agreement to the applicable fees and charges

Items Not Accepted

The following items cannot be accepted under cleaning industry regulations or for public health reasons:

• Items used by pets
• Underwear, diapers, and similar personal hygiene items
• Items soiled with blood, vomit, urine, feces, or other unsanitary substances

The following items may be declined to prevent cleaning-related damage:

• Wet or insufficiently dried items (risk of mold or odor while in transit)
• Items likely to lose their shape while in transit
• Items whose care labels prohibit all cleaning methods
• Items that cannot be dry-cleaned or wet-cleaned (including leather goods, bags, hats, and items with care labels prohibiting all methods)
• Items with severe holes or damage determined to be uncleanable
• Items with missing care labels or otherwise assessed as unsuitable for cleaning

Optional services: Optional services such as repairs or specialized stain removal are available only in conjunction with a cleaning order.

Dropping Off Items

To use the Service, fill in the required fields on the service slip, place your items in the laundry bag, and leave the bag at the front desk of your residential building.

Return of Cleaned Items

Cleaned items are generally returned to the front desk of your residential building within 2 to 28 days after pickup, depending on the type of item.

Re-cleaning and Re-pressing

Requests for re-cleaning or re-pressing must be submitted within 14 days of delivery and only for items that still have their original service tag attached.

Cancellations

Cancellations at the member's request are not accepted from the day after items have been dropped off for cleaning.

Payment by Direct Debit

• Payments are processed by direct debit in accordance with the separately provided direct debit instructions.
• The Company may temporarily suspend the Service if payment cannot be confirmed.

Privacy

The Company handles personal information collected in connection with the Service in accordance with its Privacy Policy

Liability and Limitations

The Company is not liable for loss, damage, or deterioration in the following circumstances:

• Natural aging or material degradation, including polyurethane-coated items
• Items made from fabrics with poor heat-setting properties (e.g., permanent pleats or crinkle finishes)
• Items made from combinations of materials that are incompatible with a single cleaning process
• Items with incorrect or misleading care or composition labels
• Items lacking legally required manufacturer or responsible party information
• Items inherently unsuitable for standard cleaning processes (including items with sequins, embroidery, beading, appliques, fragile buttons, or care labels prohibiting all methods)
• Items purchased overseas, directly imported, or lacking Japanese manufacturer information
• Damage attributable to manufacturing defects
• Discoloration or damage caused by chemicals, hair products, perming solutions, detergents, bleach, battery fluid, exhaust fumes, or similar substances
• Color change, fading, shrinkage, or texture change caused by perspiration, sunlight, artificial lighting, rain, or home washing
• Items from which the service tag has been removed after delivery
• Claims submitted more than three months after the scheduled delivery date
• Claims submitted more than one month after actual delivery
• Items not listed on the service slip, contents left in pockets, or items the Company was unable to verify
• Damage that existed prior to cleaning
• Damage occurring during wear, storage, or handling after delivery, including tears, fraying, pulled threads, pilling, or missing or broken buttons
• Items lacking care labels, composition labels, or manufacturer tags
• Damage attributable to the member or user
• Damage caused by earthquakes, typhoons, or other natural disasters
• Missing items or item discrepancies reported after the day following delivery

Non-economic damages: The Company is not liable for emotional distress, sentimental value, or other non-economic losses.

Governing standards: Cleaning-related claims are handled in accordance with these Terms and Conditions. Matters not covered herein are governed by the Compensation Standards for Cleaning Accidents established by the relevant Japanese cleaning industry association and applicable Japanese law.

Reference: Tokyo Cleaning and Sanitation Trade Association

Exceptions: The limitations above do not apply where the Company's willful misconduct or gross negligence is clearly established by objective evidence.

Withdrawal and Cancellation of Membership

• Members may withdraw from the Service at any time by contacting the Customer Service Desk.

The Company may cancel a member's eligibility if:

• False information was provided on the application
• The member becomes unreachable
• The member violates these Terms and Conditions
• Any similar circumstances arise

Changes to These Terms

The Company may update these Terms and Conditions as needed. Any changes will be announced in advance on the Company's website or by other appropriate means. Continued use of the Service after the effective date of any update constitutes acceptance of the revised Terms and Conditions.