Frequently Asked Questions
How booking, pricing, the Scope of Work and service day actually work at Fresh & Shiny. If your question is not answered here, call 289.892.5016 and we will answer it directly.
Booking and pricing
Why are prices not published on the website?
Two homes of the same size can require very different work. Your price is calculated from the areas you select and the condition of those areas, then shown in full before you book.
Do I need a home visit before booking?
Most residential cleaning can be planned through the online assessment. If the information provided is not sufficient to plan the service responsibly, we will tell you what is needed instead of estimating blindly.
What is included in the price I see?
The subtotal, HST, total, deposit and remaining balance are all displayed during booking, along with the Scope of Work those amounts cover.
Is a deposit required?
Yes. A deposit reserves your date and is applied to your total. The remaining balance is shown before you confirm.
Can the price change after booking?
Your recommendation and price are based on the information supplied. If conditions on site are materially different from what was described, the Scope or price may need an adjustment, which is reviewed with you before any additional work begins.
The Scope of Work
What is a Scope of Work?
It is the written list of the areas and cleaning services included in your booking. You review and approve it before the service is confirmed.
Can I add something on the day of service?
Additions are arranged through the Fresh & Shiny office so the Scope, time and price stay accurate. Team members do not add work or adjust pricing on site.
Are cabinet, closet and appliance interiors included?
Interior cleaning is included only when it is selected and written into your Scope of Work, and the interiors need to be empty for the work to be performed.
Is bed making included?
Bed making is an optional add-on. It is performed only when it has been selected and appears in your approved Scope of Work.
Service day
Do I need to be home?
No, as long as the team has reliable access. Access details, parking, entry codes and pet information are captured during the assessment.
How should I prepare?
Clear clothing, toys and loose belongings from the areas scheduled for cleaning and make sure the surfaces to be cleaned are reasonably accessible. Organizing and decluttering are separate from standard cleaning unless specifically selected.
Do you bring supplies and equipment?
Yes. Fresh & Shiny selects professional products and methods appropriate to the surfaces and the service. Tell us in advance about delicate surfaces, known damage, manufacturer care requirements or anything you would prefer we do not clean.
What about pets?
Pets are welcome to be home. Let us know what to expect so the team can plan access and work safely around them.
Recurring service, changes and cancellations
How does recurring cleaning work?
A recurring program follows an approved cleaning baseline and Scope of Work at the frequency you selected. Nothing renews without a program you approved.
Can I skip, pause or change a recurring visit?
Yes. Schedule changes, skips or pauses can be requested through Fresh & Shiny and are confirmed by the office.
What is the cancellation policy?
Cancellations and reschedules requested at least 48 hours before the scheduled start are handled without a cancellation charge. Inside 48 hours, the reserved time has already been committed, so the deposit may be retained.
What if I am not satisfied with something?
Contact the office as soon as possible and identify the specific areas from your Scope of Work. We review what was included and agree on the appropriate correction with you.
Still have a question?
Start your assessment to see your recommended service and price, or contact the office directly.