Question 1

What should I do when the cleaner arrives at my house?

Accepted Answer

We recommend that you, along with a cleaner, go through the special requirements of your home during the first cleaning session so that he or she can take them into consideration when working. Don’t worry, our cleaners are professionals in their field and are also able to ask the things they need to know.

Question 2

Do I have to clean before the cleaner comes?

Accepted Answer

No you don’t! The reason why we’re here is to let you do things you actually enjoy and leave the cleaning to us. So, leave the house as it is and we will take care of it. You can give an introduction to your cleaner where for example the toys could be put, so you’ll find them in their places when arriving to a clean home.

Question 3

Do you use environmentally friendly cleaning detergents?

Accepted Answer

Yes! We want to protect the environment, your health and ours.

Question 4

Do the cleaners bring their own cleaning equipment?

Accepted Answer

We need a bucket, access to your vacuum cleaner and mop handle. We can use your regular mop as long as the head can be detached from the shaft. Check that the vacuum cleaner does not have a full bag.
All other equipment is included.

Question 5

What if the cleaner is late?

Accepted Answer

We will notify you in advance if our cleaner is late and resolve the situation in the most appropriate way. The delay will not affect the cleaning time.

Question 6

Can I be at home during cleaning?

Accepted Answer

Of course you can! However, we recommend that you give your cleaner peace to work and spend the time you save with your hobbies, for example. In other words, you can be at home or spend time elsewhere. It’s your decision!

Question 7

Does Freska provide window cleaning?

Accepted Answer

Yes, you can book window cleaning trough our website.

Question 8

Does Freska provide moving cleanings?

Accepted Answer

You bet! Freska’s reliable Superhero cleaners are specifically trained to perform top notch moving cleanings. Ready for the easiest moving day of your life? Read more about what is included in our moving cleaning service and book a moving cleaning here.

Question 9

How do I know how long it takes to clean my home when I order?

Accepted Answer

When ordering, you tell us how big your home is and based on the calculator created by our cleaning professionals we can recommend the cleaning time necessary for your home. The calculator helps you when choosing a cleaning time.

Question 10

Can I order the same cleaner more than once?

Accepted Answer

In regular cleaning, we always offer you the same cleaner. Unfortunately, we can not guarantee the same cleaner every time for occasional cleaning. If you first ordered occasional cleaning, liked our cleaner and would like to order regular cleaning: please, contact our customer service by email info@freska.fi or by phone 020 781 0555 and we will do our best to arrange it! If you like to continue with occasional cleanings every now and then, you can still contact us and ask for the same cleaner you’ve had.

Question 11

How do I edit my order?

Accepted Answer

In order to change or cancel your order, please contact our customer service by phone at [+4767219628](tel: +4767219628) or by email post@freska.no.

Question 12

Can I change cleaners?

Accepted Answer

Of course you can. If you want to change the cleaner for some reason, we ask that you contact our customer service by email at post@freska.no or by phone at [+4767219628](tel: +4767219628).

Question 13

If I cancel my order, how do I get my money back?

Accepted Answer

If for some reason you need to cancel the order, we will refund your full payment within one week of receiving the cancellation. Please note, however, that for cancellations less than 5 days prior to cleaning, we charge a cancellation fee in accordance with our Terms of Service.

Question 14

When is regular cleaning charged on my credit card?

Accepted Answer

Regular cleaning is charged on your credit card seven days before the cleaning date. If you are paying with Klarna, the cleaning will be ordered seven days before the cleaning, and charged immediately after your cleaning.
The order confirmation will be sent to your email after the booking has been charged or ordered.
You can cancel a single cleaning at any time up to five days before the cleaning. In that case, contact our customer service by emailpost@freska.no or by phone [+4767219628](tel: +4767219628).

Please note, in case the cancellation is made less than five full days before the cleaning the customer shall not be refunded.

Question 15

Which payment instruments can I use to pay for cleaning?

Accepted Answer

Our payment providers Klarna and Braintree accept all major credit cards. Klarna may also offer you a “Buy now, pay later” service, allowing you to pay for your cleaning afterwards.

Question 16

Why do I pay for cleaning in advance when ordering the service?

Accepted Answer

Whether you choose to pay immediately or take advantage of the pay later option, you can be confident that the cleaning will be done as agreed. You will still have the chance to accept the cleaning after the work is completed, and we give you a full happiness guarantee.
If the cleaning is completed within a shorter period of time, we will refund you the unused amount of time.

Question 17

How can I earn referral credit?

Accepted Answer

As a Freska customer you and your friends can both earn discounts if you share your referral code with them and they use the code when booking a regular home cleaning! Each new friend you refer will earn you 500 kr and the friend 500 kr. The discount is applied automatically. The Freska credits that you have accumulated will automatically expire after three months, so remember to use them before then.

Question 18

Can I give my key to the cleaner?

Accepted Answer

You can agree about the keys directly with the cleaner using the key receipt form from the cleaner. However, handing over the keys is always between you and the cleaner.

Question 19

What if I'm not happy with the cleaning?

Accepted Answer

We always offer you a satisfaction guarantee. We ask for your feedback on the cleaning immediately after it has been completed. If you are not satisfied with our cleaning, we will contact you quickly; together we will definitely find a good solution for the situation.

Question 20

What if something gets broken in my house?

Accepted Answer

All of our cleaners are covered by liability insurance up to 10 000 000 NOK. So we will reimburse you for the damage caused by our cleaners up to 10 000 000 NOK.

Question 21

Where can I get the Freska app?

Accepted Answer

From the Google Play store and the Apple App store.

Question 22

Can I reschedule or cancel a booking in the Freska app?

Accepted Answer

Yes, you can reschedule and cancel individual bookings yourself! These features are avalable in the booking details.

In-app rescheduling and cancelation is possible at least 5 days before the booking. Cleanings that fall on the public holidays and the summer months can be rescheduled and canceled well in advance.

If you need help with bookings that can not be modified in the app, please contact customer support by email post@freska.no or by phone [+4767219628](tel: +4767219628).

Question 23

Why can’t I see my bookings?

Accepted Answer

If you are already a Freska customer

You might be logged in with a different email address from the one you made your bookings with.

You might have chosen to hide your email when signing in with Apple ID.

What to do?
Using the app, choose “I am already a customer” and link the email address that you used when making your booking. You can also request access to the account of your family member or a roommate.

Question 24

Why can’t I find the Freska app in the App store or Google play store?

Accepted Answer

The Freska app is available in the app stores for the countries in which we operate, currently Finland, Norway and Sweden. Please make sure you are logged in to the correct local app store on your device.

Question 25

In general / all spaces

Accepted Answer

Dusting all level surfaces (where the cleaner reaches, less than 180cm in height)

Vacuuming floors and carpets

Damp mopping floors (if floor material suitable for damp mopping)

Stain removal from door frames, door handles and light switches

Wiping mirrors and other glass surfaces (excluding windows)

Disposing of trash (if the customer advises where / arranges access to the waste disposal area)

Question 26

Kitchen

Accepted Answer

Cleaning the sink, cooker and extractor hood surface

Removing stains on the outside of the microwave oven, refrigerator and dishwasher

Loading the dishwasher

Wiping other kitchen appliances (e.g. coffee maker, toaster, blender)

Dusting all level surfaces (where the cleaner reaches, less than 180cm in height)

Vacuuming floors and carpets

Damp mopping floors (if floor material suitable for damp mopping)

Wiping mirrors and other glass surfaces (excluding windows)

Question 27

Bathroom

Accepted Answer

Cleaning the bath, toilet, floors and wash basin and stain removal

Washing the shower and the glass shower wall

Dusting all level surfaces (where the cleaner reaches, less than 180cm in height)

Vacuuming floors and carpets

Damp mopping floors (if floor material suitable for damp mopping)

Wiping mirrors and other glass surfaces (excluding windows)

Question 28

Bedroom

Accepted Answer

Making the bed

Changing the sheets(if the clean sheets have been left on the bed)

Dusting all level surfaces (where the cleaner reaches, less than 180cm in height)

Vacuuming floors and carpets

Damp mopping floors (if floor material suitable for damp mopping)

Wiping mirrors and other glass surfaces (excluding windows)

Question 29

Tasks not included to regular cleaning

Accepted Answer

To avoid confusion, the following tasks are not included in the ordered service.

Wiping/cleaning walls and dusting pictures

Wiping/cleaning of the ceiling and other surfaces that cannot be reached without special equipment

Removal of extremely difficult stains

Cleaning the floor drain

Cleaning odour traps

Cleaning of ventilation valves and ventilation slots

Moving heavy furniture and home appliances

Renovation cleaning

Cleaning after renovations

Cleaning furniture

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