保証 · Service Guarantee
Our commitments to you.
If we fall short, we pay — not you.
01
Response Times
Emergency Maintenance
We take emergency calls 24/7/365 and aim to dispatch a contractor within 24 hours of notification, in all 47 prefectures. We'll always do our best to get someone there sooner.*
Routine Maintenance Requests
Acknowledged within 24 hours, resolution plan within 72 hours.
Client Inquiries
Response within 1 business day.
Monthly Inspection Reports
Delivered within 5 business days of the inspection.
02
Inspection Commitments
- Every visit on your plan's schedule — 4, 6 or 12 a year, depending on your plan.
- Each inspection is documented with photos of the rooms, exterior, and any areas of concern — up to 25 photos on Premium.
- Written findings report with actionable recommendations.
- If we miss a scheduled inspection, the next month's management fee is waived.
03
Financial Transparency
- Itemized monthly financial statements delivered by the 10th of each month.
- All expenses over ¥10,000 require pre-approval from the property owner.
- No markups on contractor invoices — you pay what we pay.
- Annual tax-ready summary provided by January 31st.
04
Communication Standards
- Bilingual communication in English and Japanese.
- Dedicated property manager assigned to your property.
- Direct contact with your property manager (not a call center).
- Quarterly video call option to discuss property status.
05
What Happens If We Fall Short
Missed inspection
Next month's management fee waived.
Late financial report (after the 10th)
¥5,000 credit applied.
Contractor dispatch exceeding 24 hours, for reasons within our control*
¥10,000 credit applied.
Client dissatisfaction
30-day cancellation with no penalty, prorated refund.
06
Insurance & Liability
- MonoHaus carries comprehensive property management insurance.
- All contractors are vetted and insured.
- We are not liable for pre-existing property conditions, natural disasters, or tenant actions, but we will coordinate response and documentation.
* Emergency dispatch is a best-effort commitment. We'll always do our best, but timing can depend on things outside our control — contractor availability in rural and remote areas, severe weather, typhoons, earthquakes and other disasters (when demand across a region is very high), road and island access, and public holidays. When that happens we keep you updated, arrange temporary measures where we can, and get a contractor there as soon as it's safe and possible. Credits apply only where a delay was within our control.This guarantee applies to every management plan (Essential, Standard and Premium). Last updated: October 2026.