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At Freshest, we care about providing thoughtful, reliable, and high-quality cleaning services. Clear communication helps us make sure there is no confusion about our services, pricing, expectations, and policies.
By booking a service with Freshest, you agree to the policies outlined below. Please contact us if you have any questions before your appointment.
Freshest provides the following cleaning services: Regular House Clean, Regular Apartment Clean, Deep Clean, Move-In / Move-Out Clean, Airbnb Turnover, Open House Cleaning, After Party Clean-Up, Commercial/ Office Cleaning, Retail Cleaning, and Post-Construction Cleaning.
The scope of each service depends on the type of cleaning booked, the size and condition of the space, the add-ons selected, and any special instructions provided at the time of booking.
Our regular house and apartment cleaning services are intended for spaces that are already in average condition and need ongoing maintenance.
Regular cleaning focuses on general upkeep such as kitchens, bathrooms, bedrooms, living areas, dusting, floors, high-touch surfaces, and general tidying.
If the home requires more detailed cleaning, has heavy buildup, excessive clutter, or needs additional time beyond the original estimate, we will let you know before continuing.
A deep clean is recommended for first-time clients, seasonal refreshes, or homes that need a more detailed reset.
Deep cleaning goes beyond regular maintenance and may include additional attention to buildup, baseboards, air vents, detailed kitchen and bathroom cleaning, corners, high-touch areas, and other detailed areas depending on the condition of the home.
If the space requires more time than estimated, we will notify you in advance and provide an explanation before proceeding.
Move-in and move-out cleaning is designed for homes that are empty or mostly empty and need a more detailed clean before or after a move.
This service may include interior fridge cleaning and interior windows depending on the booked scope. Oven cleaning and other detailed tasks should be confirmed at the time of booking.
If you have a move-out checklist from a landlord, realtor, property manager, or strata, please send it to us before the appointment so we can review the scope and confirm whether additional time or fees may apply.
Airbnb turnover services are customized depending on the property, guest expectations, schedule, and host needs.
Typical turnover needs may include cleaning and resetting the space, changing linens, making beds, checking basic supplies, setting out host-provided welcome items or snacks, removing garbage, reporting visible damages or missing items, and completing a final walkthrough before guest arrival.
Laundry is not offered as a standard add-on, but we can discuss the best linen and towel setup during the walkthrough.
For Airbnb turnover services, we may schedule a walkthrough before confirming pricing. After reviewing the property and turnover needs, we can provide a flat-rate quote when appropriate.
Commercial/ Office , retail, and post-construction cleaning services are customized based on the type of space, size, access, timing, cleaning priorities, and level of cleaning required.
For these services, we may request a walkthrough before providing a final quote. This allows us to understand the space, discuss your needs, and provide a more accurate scope and price.
Freshest charges hourly for cleaning services unless a flat rate is specifically agreed to in writing.
Estimates are based on the information provided at the time of booking, including the type of service, number of bedrooms and bathrooms, size of the space, add-ons, and any special instructions.
All estimates are approximate. The final cost may vary depending on the actual condition of the space, level of buildup, clutter, accessibility, requested tasks, and the time required to complete the service properly.
If additional time is needed, we will notify you in advance and provide a clear explanation before continuing. No extra time will be added without your knowledge.
Additional service add-ons may include interior fridge cleaning, interior oven cleaning, interior windows, blinds and tracks, dishes, balcony or patio cleaning, and additional detailed cleaning tasks requested at booking.
Freshest does not offer laundry, BBQ cleaning, or carpet cleaning as add-on services.
Add-ons must be requested before the service whenever possible so we can allocate enough time.
Clients can book online through our website or contact us by email, text, or phone.
A deposit is required for the first service only to secure the appointment. The deposit will be applied toward the total cost of the service.
The deposit is non-refundable if the client cancels or reschedules with less than 48 hours’ notice.
We kindly ask for at least 48 hours’ notice for any cancellation or rescheduling request.
If a client cancels or reschedules with less than 48 hours’ notice, the deposit will be forfeited.
All cancellation or rescheduling requests should be submitted by email, text, or through Freshest’s official communication channels.
Payment is due upon completion of the cleaning service, unless otherwise agreed in writing.
We accept e-transfer, cash, and other payment methods available through our booking system.
If payment is not received by the due date stated on the invoice, a late fee of $15 per day may be applied until the balance is paid in full.
Freshest provides a 1-hour arrival window for all cleaning appointments.
We do our best to arrive within the scheduled arrival window. However, arrival times may vary slightly depending on traffic, parking, previous appointments, building access, or unexpected service delays.
If there are any delays outside of the arrival window, we will communicate with you as soon as possible.
The client is responsible for providing safe and reliable access to the property at the scheduled service time.
If you will not be home, please provide access instructions before the appointment. This may include a lockbox code, concierge instructions, entry code, key pickup, or another agreed method.
If our cleaner arrives and is unable to access the property due to missing, incorrect, or unclear instructions, a lockout fee of 50% of the estimated service cost may apply to cover time and travel.
Please make sure driveways, walkways, entrances, and access areas are clear and safe for our team.
The client is responsible for providing clear parking and building access instructions before the appointment.
If paid parking is required, the cost may be added to the final invoice.
For apartments, condos, Commercial/ Office spaces, and buildings with controlled access, please provide any necessary entry codes, concierge instructions, elevator access, parking information, and garbage disposal instructions before the service.
Delays caused by missing access, parking, or building instructions may affect the time available for cleaning.
The client is responsible for ensuring that running water, electricity, lighting, and safe access to the space are available during the scheduled service.
If the property does not have the necessary utilities available, Freshest may not be able to complete the service, and fees may apply for the time reserved.
This is especially important for move-in, move-out, post-construction, and empty properties.
To help us provide the best service possible, please pick up personal belongings such as clothing, toys, paperwork, and other loose items before we arrive.
Our team can do light tidying as needed, but excessive clutter may reduce the time available for detailed cleaning and may prevent us from properly accessing certain areas.
Please remove or secure fragile, valuable, sentimental, or irreplaceable items before your appointment. If there are specific items or areas that need extra care, please let us know before the service begins.
If you would like us to skip certain rooms, areas, or items, please let us know when booking your service so we can adjust the scope and pricing if needed.
Freshest brings professional cleaning products and tools required to complete the service.
For regular cleaning services, we do not typically bring a vacuum to help prevent cross-contamination between homes. Please let us know if you do not have a vacuum available, and we can bring one as needed.
If you prefer that we use specific products, including eco-friendly or specialty products, please have them available and clearly labelled.
Freshest is not responsible for results affected by products or equipment supplied by the client.
If the client requests that Freshest use client-supplied products or tools, the client is responsible for ensuring those products are safe and appropriate for the surfaces being cleaned.
Freshest is not responsible for damage, discoloration, residue, or unsatisfactory results caused by client-supplied products, tools, or incorrect product instructions.
We love pets and want the service to be safe and comfortable for everyone.
Please secure pets in a safe area away from the cleaning zones during the service. If your pet is nervous, aggressive, reactive, or has special instructions, please let us know before the appointment.
Freshest is not responsible for pets escaping, becoming stressed, or interfering with the cleaning service if they are not properly secured.
If a client books a service for a specific number of hours, our team will do their best to complete as much as possible within the booked time.
If the space requires more time than originally estimated, we will notify the client in advance. If the client chooses not to approve additional time, the service will be completed within the original booked time, and some tasks may remain incomplete.
In this case, the satisfaction guarantee will only apply to the work completed within the approved service time.
Freshest takes pride in providing high-quality and reliable cleaning services.
If you are not satisfied with your service, please contact us within 24 hours of the cleaning and provide details of the concern. When appropriate, we will return to re-clean the area in question at no extra cost.
The satisfaction guarantee applies only to areas included in the original scope of work. It does not apply to areas that were skipped, inaccessible, heavily cluttered, not included in the booked service, or not completed because additional time was needed and not approved.
Freshest does not provide full refunds for completed services.
If a concern remains after a follow-up re-clean, Freshest may offer a partial refund or service credit depending on the circumstances. Each situation will be reviewed fairly and respectfully.
Our team takes great care while working in every space. However, accidents can occasionally happen.
Clients are responsible for securing fragile, valuable, unstable, sentimental, or irreplaceable items before the service.
Freshest is not responsible for damage to items that are improperly secured, already damaged, unstable, loose, or not designed to withstand cleaning contact. This may include loose artwork, unstable décor, wobbly furniture, unsecured fixtures, or delicate items left in cleaning areas.
If something is accidentally broken or damaged during a service, the client must report the issue within 7 days and provide photos of the item.
Freshest will review the claim. If the damage is determined to be caused by clear negligence, Freshest may reimburse, repair, or provide a service credit.
Reimbursement is limited to a maximum value of $100. If the item’s value exceeds $100, Freshest may provide a $100 reimbursement and an additional $100 credit toward the client’s next cleaning service. Where appropriate and possible, Freshest may cover the cost of professional repair instead of reimbursement.
For the safety of our team and clients, Freshest does not perform tasks that may create unsafe or unsuitable working conditions.
This includes, but is not limited to cleaning human or animal waste, cleaning litter boxes, cleaning pest infestations or pest droppings, cleaning mould, biohazards, or hazardous materials, moving heavy furniture or appliances, climbing on ladders, furniture, or unstable surfaces, cleaning areas that are not safely accessible, outdoor window cleaning, cleaning fireplaces, organizing personal paperwork or documents, providing pet care or child care, handling sharp, dangerous, or hazardous items, and cleaning areas affected by fire, flood, or severe damage requiring specialized restoration.
Freshest reserves the right to refuse or stop service if the space is unsafe, unsanitary beyond regular cleaning conditions, or if the requested tasks fall outside of our service scope.
For safety reasons, Freshest does not clean areas that require climbing on ladders, furniture, unstable surfaces, or unsafe areas.
Our team will only clean areas that can be safely reached with standard tools and equipment.
Recurring service appointments are subject to availability and may be scheduled weekly, bi-weekly, monthly, or based on the client’s preferred schedule.
Freshest will do its best to keep the same cleaner or team for recurring clients, but this cannot be guaranteed due to scheduling, illness, availability, or operational needs.
Recurring service pricing may be reviewed or adjusted if the scope changes, the condition of the space changes, additional tasks are added, or more time is required.
For recurring clients, please let us know in advance if you need extra tasks, add-ons, or additional areas cleaned during your next visit.
This allows us to schedule enough time and provide a more accurate estimate.
If extra tasks are requested on the day of service, we may not be able to complete them unless additional time is available and approved.
Freshest may take photos of completed work for internal quality control, proof of service, and training purposes.
Photos used for social media, marketing, or promotional purposes will only be used with the client’s written permission or signed media release.
Freshest respects client privacy. Client information, property access details, contact information, and personal details will only be used for the purpose of providing cleaning services, managing bookings, processing payments, and communicating with the client.
Freshest will not share client information with third parties unless required to complete the service, process payment, or comply with legal obligations.
Freshest provides cleaning services in Metro Vancouver and surrounding areas, including Vancouver, Burnaby, Richmond, New Westminster, North Vancouver, West Vancouver, Coquitlam, Port Coquitlam, Port Moody, Surrey, Delta, Langley, and other nearby areas upon request.
Availability may vary depending on location, schedule, and service type.
Freshest may update these policies from time to time.
Any updates will be posted on our website and will apply to future bookings after the updated policies are published.
These policies are governed by the laws of British Columbia.
By booking a service with Freshest, you confirm that you have read, understood, and agreed to Freshest’s policies, including pricing, cancellation, deposit, payment, satisfaction guarantee, preparation, access, breakage, and service limitation policies.
