> What Cocoon commits to for Kochi property owners — enquiries answered in 2 hours, and a photographed inspection report within 24 hours of a visit. Source: https://liveincocoon.com/service-standards/ ---  Kochi · within 15km of Tripunithura # Service Standards Every commitment, written down and checkable. Enquiries acknowledged within 2 hours. Reports within 24 hours of every visit. Urgent matters actioned within 24–48 hours. [Book a free property evaluation](https://liveincocoon.com/free-property-evaluation/) Applies to every service ## Universal standards. These are the standards Cocoon Property Management® holds itself to across property management, short-term rental and long-term rental. They are published so you can hold us to them, and so that nothing about the service depends on remembering what was said on a call. Response time — routine All WhatsApp and email communications acknowledged within 2 hours during business hours (9am–6pm IST, Monday–Saturday). Response time — urgent property matter Cocoon responds and takes protective action within a 24–48 hours maximum SLA from the point of becoming aware of the issue. Expenditure authorisation No unplanned expenditure is incurred without prior written client approval (WhatsApp or email). Exception: imminent property damage — Cocoon acts immediately and notifies the client within 2 hours. Client ratification is required post-action. Vendor access A Cocoon representative is present at the property for every vendor or service visit. No third party accesses the property unaccompanied. Property access security Keys and access codes are held securely. Access is restricted to scheduled visits and pre-approved service windows only. Visit advance notice Clients receive a WhatsApp notification 24–48 hours before every scheduled visit. Documentation All visit reports, maintenance records, correspondence and financial statements are retained for a minimum of 12 months and made available to the client or their CA on request. Business hours 9am–6pm IST, Monday–Saturday. Closed on national public holidays. Ad Hoc Site Visit Fee ## A second visit, before you have a plan. If you are not yet a client Any visit beyond the first. The first property evaluation is free. If you are already on a plan Off-cycle visits only. A request that folds into the next scheduled plan visit carries no fee. Credit Credited in full against the next invoice — for prospects who subscribe to any plan within 30 days, and for existing clients on every occurrence. The fee applies where you ask for a further visit — for example, to arrange a detailed estimate from our plumbing, electrical or painting partners for recommended work. [Request an additional visit](https://wa.me/919847088888) ₹799 per visit₹943 including 18% GST Your first property evaluation is free, with photographs, video and written recommendations delivered within 48 hours. Property management, plan by plan ## What each plan commits to. The tier names describe the house, not the rota. Rates are per visit and exclusive of GST. ### Vacant Home visited monthly Visit frequency 1 visit per month Property coverage Up to 3BHK (10 rooms) Visit report delivery Within 24 hours — written summary and minimum 12 timestamped photographs Utilities check Electricity, water, gas, telecom at each visit Appliance checks Lights, fans, TV, AC, refrigerator AC cleaning Available as an add-on Plant care Indoor plants watered once per month Inverter and battery Not included Solar panel cleaning Not included Water tank cleaning Not included Property tax coordination Not included Monsoon preventive maintenance Not included Arrival readiness Included — property prepared before every owner visit ### Visited Home visited fortnightly Visit frequency 2 visits per month Property coverage Up to 3BHK Visit report delivery Within 24 hours — written summary and minimum 12 timestamped photographs Utilities check Electricity, water, gas, telecom, plus device-specific checks including motors, pumps and irrigation Appliance checks All Vacant Home checks plus washing machine, water purifier and a Wi-Fi modem/router speed check AC cleaning 1 AC cleaned per month (dust removal) Plant care Indoor plants once per month. Outdoor plants once per month Inverter and battery 1 inverter and 2 batteries checked every 3 months Solar panel cleaning Not included Water tank cleaning Not included Property tax coordination Not included Monsoon preventive maintenance Not included Arrival readiness Included ### Active Home visited weekly Visit frequency 4 visits per month Property coverage Up to 3BHK Visit report delivery Within 24 hours — written summary and minimum 12 timestamped photographs Utilities check Electricity, water, gas, telecom, plus a full system load and storm readiness check Appliance checks Full performance check of all appliances AC cleaning All ACs cleaned monthly Plant care Indoor and outdoor plants watered weekly Inverter and battery 1 inverter and 2 batteries checked every 3 months Solar panel cleaning Once per month Water tank cleaning 1 tank per month Property tax coordination Once per year (property, building, luxury tax) Monsoon preventive maintenance Drainage and roof cleaning once every 3 months. Terrace and sunshade once every 3 months Arrival readiness Included Property coverage is up to 3BHK on every plan. Beyond the third bedroom, the additional bedroom charge applies — per bedroom beyond the third, per visit. ₹899 per bedroom beyond the third, per visit₹1,061 including 18% GST Short-term rental ## Standards for a property that is let nightly. ### Onboarding Property readiness inspection Cocoon conducts an onboarding inspection before any listing goes live. The property must meet the minimum readiness standard: all appliances working, linen for full guest capacity, essential kitchen supplies, functioning internet, and complete access documentation. Listing creation timeline Listing goes live within 5 business days of the onboarding inspection passing, provided all photography and property information has been supplied. STR onboarding fee Non-refundable once listing setup and photography are complete. ₹5,000 one-time₹5,900 including 18% GST ### Ongoing operations — Listing Management Guest enquiry response Within 2 hours of any guest enquiry on any platform during business hours. Dynamic pricing review Pricing reviewed and adjusted weekly against Kochi seasonal demand. Listing optimisation Listing descriptions, photographs and local recommendations reviewed at least once per quarter. ### Check-in and check-out Check-in documentation Identity verification of all guests. Minimum 12 timestamped photographs of property condition before key handover. Asset record completed and shared with owner. House rules walkthrough Conducted in person at every check-in. Checkout inspection Full condition check against the check-in record. Damage documented with photographs. Damage claim raised with the platform within 24 hours of checkout where applicable. Damage claim evidence Full photographic documentation sent to owner within 24 hours of checkout. ### Managed Plan — financial reporting Monthly revenue statement Issued monthly. Shows gross booking income, platform fees and net revenue, set against the bookings and guests managed. Every line item traceable to platform booking records. Revenue Booking revenue is paid directly to you by the platforms. It never passes through Cocoon. Management commission 20% of net revenue. Net revenue is what the platforms pay you, after their own fees. Neither the Listing Management fee nor the check-in and check-out fee reduces it. FRRO / Form C filing Filed with the FRRO within 24 hours of check-in for all foreign national guests. This is Cocoon’s operational compliance obligation as the on-ground STR operator. Long-term rental ## Standards for a property let on an eleven-month agreement. ### Tenant sourcing and onboarding Tenant documentation Government-issued photo ID and Police Clearance Certificate required from all tenants before lease signing, in line with Kerala RERA guidelines. Agreement Eleven months tenancy agreement drafted and registered via a Cocoon-assigned lawyer. The agreement is between owner and tenant; Cocoon is not a party. Move-in documentation Minimum 12 timestamped photographs of property condition before the tenant moves in. Asset verification checklist completed. ### Renewal and exit Renewal notice Owner notified 45 days before the eleven-month tenancy end, with renewal options. Exit inspection Full condition inspection at tenant exit, compared against the move-in record. Itemised deposit reconciliation provided within 5 business days of vacation. Property handback Keys, access codes and all tenancy documentation returned to owner within 5 business days of exit. ### During the tenancy Rent cycle Rent is paid by the tenant directly to you, on or before the 5th, into your own account. Cocoon sends payment reminders and follows up on late payments. Quarterly inspections One on-ground inspection per quarter throughout the tenancy. Condition report with timestamped photographs delivered within 24 hours of each inspection. Quarterly reporting Rent status, inspection summary and maintenance log, delivered by email and WhatsApp each quarter. Maintenance coordination All maintenance coordinated with verified vendors. No spend without prior written owner approval. Security deposit The security deposit is held and managed by you. Cocoon documents the condition it secures and gives you an itemised statement to settle against. The limits, stated ## What Cocoon does not do. A standard is only worth reading if the exclusions are published beside it. Income tax, TDS, GST, FEMA compliance, insurance and the security deposit remain the owner’s, and Cocoon says so in full rather than in a footnote. Cleaning consumables are the owner’s too — supplied and specified by you, and procured by Cocoon only on request, at actuals. [Read the full list of excluded services and owner responsibilities](https://liveincocoon.com/excluded-services-responsibilities/) Questions owners ask ## Standards, answered plainly. ### How quickly does Cocoon respond to an enquiry? Every enquiry is acknowledged within 2 hours during business hours — 9am to 6pm IST, Monday to Saturday. WhatsApp is monitored through the day. The acknowledgement is from a person, not an automated reply. ### How quickly is an urgent issue dealt with? An urgent issue is actioned within 24–48 hours of notification. Cocoon is not a 24/7 call-out service — the work runs on scheduled visits and pre-approved windows, and emergency response covers what arises between them. Where imminent damage to the property is at risk, Cocoon acts immediately to protect the house and notifies you within 2 hours for ratification. ### When do I receive the report after a visit? Within 24 hours of every visit, by email and WhatsApp, with a minimum of 12 timestamped photographs. The 24-hour figure is the reporting standard and is separate from the 24 to 48 hour window for acting on an urgent issue. ### What is Cocoon actually committing to? Response times, reporting standards and published boundaries — all of them written down on this page rather than described in prose elsewhere. A standard that is not published is not a standard, which is why the exclusions are published beside them.