We know inviting a cleaning team into your home is personal, so we want you to feel comfortable before booking with us. Here are some of the questions we get most often about our services, pricing, scheduling, and policies.
How does Freshest work?
Booking a cleaning service with Freshest is simple. You send us a few details about your home, the type of service you are looking for, and when you would like the cleaning done. From there, we provide an estimated time and price based on your space and needs.
Once your appointment is confirmed, our team arrives with the supplies and tools needed to complete the service. We follow the details discussed with you and do our best to leave your space feeling clean, comfortable, and taken care of.
How do I book my first appointment?
You can book online through our website in just a few minutes. You can also send us an email, text us, or call us if you prefer to speak with us directly.
Once your booking is confirmed, you'll be able to access your service details through our booking system and add any special instructions for your cleaner.
Do you service my area?
Freshest provides cleaning services in Vancouver, West Vancouver, North Vancouver, Burnaby, New Westminster, Coquitlam, Port Moody, Richmond, and surrounding areas.
If you are not sure whether we service your location, send us your address or neighbourhood and we'll be happy to confirm.
How much will it cost?
We charge hourly and provide an estimate based on the number of bedrooms and bathrooms, the size of the home, and any add-ons requested.
Please note that this is only an estimate. The final time and cost will depend on the actual condition of the home and the time needed to complete the service properly.
If we need more time than originally estimated, we will let you know in advance before extending the service.
Can you work with my budget?
Yes, we can always try to adjust the service based on your budget. If you are working within a specific budget, just let us know and we'll do our best to suggest an option that makes sense.
For example, we can focus on priority areas first, adjust the scope, or recommend a shorter service depending on what your home needs most.
Do I need to pay a deposit?
Yes, a $50 non-refundable deposit is required for the first service only. The deposit is applied toward the total cost of your service.
If the service is cancelled or rescheduled with less than 48 hours' notice, the deposit will be forfeited.
What payment methods do you accept?
We accept e-transfer, cash, and card payments when available through our booking system.
When do I pay for my cleaning?
Payment is due after the cleaning has been completed. If you are paying by e-transfer or cash, payment must be completed within 24 hours of the service.
What is included in a regular cleaning?
A regular cleaning is best for homes that are already maintained and need ongoing upkeep. It usually includes general surface cleaning, dusting, kitchen surfaces, bathrooms, mirrors, floors, light tidying, and high-touch areas.
For regular cleanings, we do not bring a vacuum to prevent cross-contamination between homes. Please have your vacuum available for the service. If you do not have one, let us know and we can bring one as needed.
Regular cleaning is ideal for weekly, bi-weekly, or monthly maintenance after the home has already had a proper reset.
What is included in a deep cleaning?
A deep cleaning is more detailed and is recommended when the home has not been professionally cleaned in a while, has heavier buildup, or needs a more thorough reset.
Depending on the condition of the home, it can include more detailed attention to areas such as baseboards, air vents, doors, trims, interior windows, blinds or tracks, bathroom buildup, kitchen details, and other areas that need extra time.
Deep cleaning usually takes longer than a regular cleaning because we are focusing on details that are not always included in ongoing maintenance.
What is the difference between a regular cleaning and a deep cleaning?
A regular cleaning is for maintenance. It helps keep your space clean, tidy, and comfortable on an ongoing basis.
A deep cleaning is more detailed and is meant to reset the home. It is a better option if there is buildup, if the home has not been cleaned professionally in a while, or if you want us to focus on areas that need extra attention.
If you are booking with us for the first time and the home needs more than general upkeep, we usually recommend starting with a deep cleaning and then moving into regular maintenance after that.
Do you offer move in and move out cleaning?
Yes, we do. Move in and move out cleaning is designed to help make the transition easier whether you are leaving a home, moving into a new one, or preparing a rental for the next person.
This type of cleaning usually focuses on detailed kitchen and bathroom cleaning, floors, surfaces, cabinets, closets, baseboards, interior fridge cleaning, interior windows, and other areas that need to be ready for the next chapter.
Interior oven cleaning is available as an extra service and can be added to your booking if needed.
Do you clean short term rentals or Airbnbs?
Yes, we offer short-term rental and Airbnb cleaning. These services focus on getting the space guest-ready between stays.
For this type of service, we will schedule a walkthrough first so we can understand the space, discuss your specific needs, and offer a flat rate for the property.
Laundry service is not offered as a standard add-on, but we can discuss the best setup for linens and towels during the walkthrough.
Do you offer post renovation or post construction cleaning?
Yes, depending on the project. Post-renovation cleaning usually requires more time because dust can settle on surfaces, floors, trims, cabinets, windows, and other areas.
Before confirming this type of service, we may ask for photos or more details so we can provide a more accurate estimate and make sure we send the right number of cleaners.
What is your breakage reimbursement policy?
If a damage claim is approved, items may be reimbursed up to a maximum value of $100.
If the item is valued over $100, the client may receive a $100 reimbursement and an additional $100 credit toward a future cleaning service. When possible, we may also cover the cost of professional repair instead of reimbursement.
What is your cancellation policy?
We kindly ask for at least 48 hours' notice for cancellations or rescheduling.
If you cancel or reschedule with less than 48 hours' notice, the $50 deposit will be forfeited.
What happens if the cleaner cannot access my home?
If our cleaner arrives and cannot access the home due to incorrect instructions, no one being home, no entry method provided, or any other access issue, a lockout fee will apply.
This fee helps cover the cleaner's time and travel.
What if more time is needed?
Sometimes a home requires more time than originally estimated due to buildup, extra rooms, special requests, or the overall condition of the space.
If more time is needed, we'll let you know before extending the service and explain the reason for the extra time. No additional time will be added without your knowledge.
Is the estimate guaranteed?
Our estimates are based on the information provided before the appointment. Since every home is different, the final time and cost may vary depending on the actual condition of the space and the scope required.
If more time is needed, we will always confirm with the client before extending the service and go over the updated estimate.
We always do our best to be efficient while still completing the service to our standards.
Are there things you do not clean?
For safety and quality reasons, there are some tasks we may not be able to complete. These may include cleaning areas outside of safe reach or higher than 8 ft, moving heavy furniture or appliances, cleaning mould or hazardous materials, cleaning blood, bodily fluids, animal waste, or pest-related messes, exterior window cleaning unless previously discussed, cleaning unstable or unsafe items, and any task that puts our cleaner's safety at risk.
If you are unsure about a specific task, just ask us before booking and we'll let you know if it can be included.
Yes, we bring our own cleaning products, tools, and equipment to complete the service.
If you prefer that we use your own products, we can do that too. Please make sure they are available, clearly labeled, and ready for our cleaner when they arrive.
Yes, we always use clean and eco friendly products. Our goal is to leave your home feeling clean, comfortable, and healthier for you, your family, your pets, and the environment.
If you have allergies, sensitivities, or products you prefer us to avoid, please let us know before the service.
For regular cleanings, please provide a vacuum to help us prevent cross-contamination between homes. If you do not have one, let us know and we can bring one as needed.
If you have special instructions, you can add them to your service through our booking system once your booking is confirmed.
No problem. Please make sure we have a safe and clear way to access your home. This can be a lockbox code, concierge instructions, garage code, key with a trusted person, or another agreed method.
Please also make sure we know how to lock up when we leave.
We love pets, but for everyone's safety and comfort, we kindly ask that pets are secured in a safe area away from the cleaning zones during the service.
If your pet is nervous, aggressive, or has special instructions, please let us know in advance so our cleaner can be prepared.
Please remove or safely store any fragile, valuable, sentimental, or irreplaceable items before your appointment.
If there is anything delicate that cannot be moved, please let us know and we can either take extra care or skip that area if needed.
We take pride in our work and want you to feel happy with your service. If something was missed or you are not satisfied with a specific area, please contact us within 24 hours of your cleaning.
We will review your concern and return to re-clean the area in question at no extra cost when applicable.
Our first step is always to make it right with a re-clean of the area in question. If you are still not satisfied after the follow-up, a partial refund may be considered depending on the situation.
Can I trust my cleaner?
We completely understand that letting someone into your home is a big deal. Freshest is a small business, and trust is very important to us.
Our cleaners are selected carefully, trained, and expected to treat every home with respect, care, and professionalism.
Are your cleaners employees or contractors?
Freshest is responsible for the cleaners we send to your home and for the quality of the service provided. Our team is trained to follow our checklists, procedures, and service expectations.
Will my personal information be kept private?
Yes. Any personal information shared with Freshest is treated as confidential and used only to coordinate and complete your cleaning service.
Do you have insurance?
Yes, Freshest carries commercial general liability insurance. Proof of insurance can be provided upon request.
Should I tip my cleaner?
Tips are never required, but they are always appreciated.
You can leave a cash tip for your cleaner. If you are paying by card, you will receive a prompt to add an optional tip. If you are paying by e-transfer, just let us know if you would like to include a tip and we will make sure it is given to your cleaner.
Can I add extra services to my booking?
Yes, depending on availability and time. Extra services may include interior fridge cleaning, interior oven cleaning, interior windows, dishes, balcony or patio cleaning, cabinet interiors, and other special requests. Freshest does not offer laundry, BBQ cleaning, or carpet cleaning as add-on services.
Please let us know before the appointment so we can include the extra time in your estimate.
Can I ask the cleaner to focus on specific areas?
Yes, absolutely. We are happy to prioritize the areas that matter most to you.
If there is a specific area you want us to focus on, you can add a note to your booking through our booking system. If you have a limited budget or time frame, we can prioritize those areas first.
Can I skip certain rooms or areas?
Yes. If there are rooms or areas you do not want cleaned, let us know when booking your service and we will adjust the price and scope.
If you have more questions, contact us directly and we'll be happy to help.
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