保証 · Service Guarantee
Our binding commitments.
If we fall short, we pay — not you.
Response Times
Emergency Maintenance
We will dispatch a contractor within 4 hours of notification, 24/7/365.
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.
Inspection Commitments
- Minimum 12 property visits per year for Full Management clients.
- Each inspection includes minimum 25 photographs documenting all rooms, exterior, and any areas of concern.
- Written findings report with actionable recommendations.
- If we miss a scheduled inspection, the next month's management fee is waived.
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.
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.
What Happens If We Fall Short
Missed inspection
Next month's management fee waived.
Late financial report (after the 10th)
¥5,000 credit applied.
Emergency response exceeding 4 hours
¥10,000 credit applied.
Client dissatisfaction
30-day cancellation with no penalty, prorated refund.
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.
This guarantee applies to all Full Management and Renovation Package clients. Monitoring-only clients receive the financial transparency and communication standards outlined above. Last updated: May 2026.