Terms of Conditions

General conditions for engaging Frieze Protocol. The written quote for your property is what finally counts; this page tells you what to expect in it.

1. Who these conditions are for

Frieze Protocol offers room turnover, linen handling and periodic deep room treatment to the operators of hotels, guesthouses and short-stay properties. These conditions describe how an engagement is set up. They do not replace the written quote, which is agreed with each client and takes precedence where the two differ.

2. Quotes and bookings

• Starting prices: the prices on the site are starting prices (“from”) for the unit named: ¥6,800 per room for a standard turnover, ¥21,000 per month for linen handling of one property of up to twenty rooms, and ¥16,500 per room per deep treatment session.
• Written quote: the amount for your property, the rooms, the dates, the scope and how consumption tax is shown are set in a written quote. Work starts after both sides have agreed it in writing.
• Windows: dates and the window between check-out and check-in are agreed per booking. If the window cannot hold the rooms, we say so and propose another arrangement instead of accepting a booking we expect to miss.
• Indicative times: forty to seventy minutes for a standard turnover and three to four hours for a deep treatment are indications that depend on the room, not promises of a duration.

3. Payment, changes and cancellation

Payment method, payment date, change of dates and cancellation are agreed individually in writing for each engagement. The site does not publish a fixed schedule of cancellation fees, and none applies unless it has been put in the written agreement.

4. What the client provides

• Access: keys or entry to the rooms at the agreed time, and a place to leave bags, equipment and consumables.
• Supplies: linen, amenities and consumables from the property’s own stock unless the quote says we supply them.
• Safe conditions: working electricity and water, and no hazards in the rooms that we have not been told about. We may stop work in a room that appears unsafe and say why.
• Belongings: personal items of guests are left where they are and reported to the property. Valuables should not be left in rooms to be turned.

5. The limits of the service

• Not a lodging operator: we clean, restock and count. Licensing, notification, guest registration, safety duties and guest complaints under the Hotel Business Act, the Private Lodging Business Act or other laws stay with the property operator.
• Not a laundry: washing and drying of linen is done by a commercial laundry contracted by the client.
• No repair, pest control or hazard work: faults, signs of pests or mould are recorded in the note and passed to the client.
• No result guarantee: the service follows the sequence and the standard sheet. We do not promise a particular guest rating, inspection result or lifetime for any fitting.

6. Records

The dated record of each room is prepared for the client and sent in the form agreed. It describes what was done and shows rooms and fittings; it is not a certificate of compliance with any statutory standard.

7. Concerns about the work

If a room does not match the standard sheet or the scope in the quote, tell us as soon as possible by email with the room and the time. How we put it right, whether by returning to the room or in another way, is stated in the written agreement and depends on its terms.

8. Responsibility for damage

Responsibility for damage to rooms, fittings or belongings, and any insurance that applies, are set out in the written agreement for each engagement. Nothing in these conditions limits liability that the law does not allow to be limited, including liability for intent or gross negligence and liability under the Consumer Contract Act where it applies.

9. Confidentiality and personal information

What we learn about a property during the work is used only for the work. Personal information is handled as the Privacy Policy describes.

10. Force majeure

Neither side is responsible for delay or non-performance caused by events beyond reasonable control, such as severe weather, disaster, transport failure or the sudden closure of a property by an authority. We will tell you promptly and agree a new date.

11. Governing law and disputes

These conditions and the engagements made under them are governed by the laws of Japan. The parties first try to settle a dispute by talking; if that fails, the competent court in Japan decides it.

12. Changes

These conditions may be updated; the version on the site at the time of the quote applies to that engagement. Last updated: 27 October 2026. See also the Commercial Notice.