Terms & Conditions
Last Updated: 11/17/2025
1. General Information
Kokoro Cleaning Henderson is a Japanese family-owned cleaning company providing residential and luxury home cleaning services across Henderson, NV.
By scheduling a service, visiting our website, or communicating with us, you agree to these Terms & Conditions.
2. Services Provided
We offer a range of cleaning services including:
- Residential cleaning
- Deep cleaning
- Move-in / move-out cleaning
- Post-construction cleaning
- Airbnb / short-term rental cleaning
- Luxury / estate cleaning
- Add-on services (organizing, carpet cleaning, ovens, fridges, etc.)
Services are customized to the client’s needs. The scope of work will be discussed and agreed upon prior to the appointment.
3. Booking & Scheduling
A. Appointments
Appointments can be scheduled through:
- Our website
- Phone call
- Text message
B. Arrival Window
Due to traffic, previous jobs, and varying home sizes, we provide an arrival window of 1–3 hours.
C. Access to Property
Clients must provide safe, lawful access to the property. This may include entry codes, lockbox codes, or remote instructions. If we cannot access the home, a lockout fee may apply.
4. Cancellations, Rescheduling & Fees
A. Standard Cancellation Policy
Cancellations or rescheduling must be made at least 24 hours before the appointment.
B. Late Cancellations
Late cancellations made within 24 hours may incur a 25% late cancellation fee.
C. Lockout Fee
If our team arrives and cannot access the home, a $50 lockout fee may apply.
D. Recurring Services
If you reschedule or skip recurring cleanings frequently, prices may adjust to reflect the longer cleaning time required.
5. Pricing & Payments
A. Pricing
All pricing is based on home condition, square footage, selected services, and custom requests. Heavily soiled homes or unexpected conditions may require a price adjustment; we will inform the client before proceeding.
B. Payment Methods
We accept credit/debit cards, online payments via our booking system, and certain digital payment methods (e.g., Zelle, Venmo, Cash App). Payment is due at the time of service.
6. Cleaning Quality Guarantee
At Kokoro, we clean with heart. If you are not satisfied with any part of your cleaning, please contact us within 24 hours and we will return to re-clean the area at no extra cost. We do not offer refunds, but we guarantee correction.
7. Client Responsibilities
To ensure the best service, clients should:
- Declutter unsafe or hazardous items
- Secure valuables
- Provide accurate home details
- Notify us of pets
- Ensure electricity and water are available
- Ensure the home is safe for cleaners
We reserve the right to refuse service in homes with unsafe conditions, aggressive or loose pets, infestations, or excessive biohazard situations (may require specialty cleaning).
8. Pet Policy
We love pets and will work around them when possible. Clients must inform us in advance if pets are present.
For safety, pets must be secured during cleaning. We do not clean pet waste, urine, vomit, or litter accidents unless booked as a specialty add-on service.
9. Damages & Liability
A. Liability Limits
Kokoro Cleaning Henderson is not liable for normal wear and tear, items not properly secured, existing damage, fragile or sentimental items, pet accidents or stains that cannot be fully removed, mold removal, or unstable furniture.
B. Accidental Damage
If accidental damage occurs, we will notify the client immediately and work toward resolution through our insurance.
C. Items of High Value
We recommend storing valuables or antiques prior to cleaning.
10. Health & Safety
We reserve the right to stop or decline service if the home presents hazards, biohazards, dangerous conditions, or aggressive animals. Our team’s safety is a priority.
11. Website Use & Intellectual Property
All content, logos, images, and materials on our website belong to Kokoro Cleaning Henderson and may not be copied, shared, or used without written consent.
12. Privacy & Data Protection
Your information is protected under our Privacy Policy. We do not sell personal data.
13. Changes to Terms
We may update these Terms & Conditions at any time. Changes will be reflected with the “Last Updated” date at the top of this page.
14. Contact Information
If you have questions or concerns regarding these Terms, please contact us:
- Phone: (725) 777-2540
- Email: contacthenderson@kokorocleaning.net
- Kokoro Cleaning Henderson — Clean Home, Clean Heart.