Question 1

In general / all spaces

Accepted Answer

Dusting all level surfaces (as high as the cleaner reaches).

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 2

Kitchen

Accepted Answer

Cleaning the sink, cooker, microwave oven and extractor hood surface.

Removing stains on the outside of the refrigerator and dishwasher.

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

Cleaning the inside of the rubbish cupboard.

Dusting all level surfaces (as high as the cleaner reaches).

Vacuuming floors and carpets.

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

Wiping mirrors and other glass surfaces (excluding windows).

Question 3

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 4

Bedroom

Accepted Answer

Dusting all level surfaces (as high as the cleaner reaches)

Vacuuming floors and carpets

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

Wiping mirrors and other glass surfaces (excluding windows)

Question 5

Separately ordered services

Accepted Answer

Cleaning the inside of the refrigerator (60 min).

Question 6

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.

Question 7

How does it work the first time I book home cleaning?

Accepted Answer

You can book your home cleaning easily on our website, in Freska’s own app or with the help of Freska’s customer service directly in our chat.

When you book your home cleaning, you choose the desired interval for your cleaning and what day and time you want us to come and clean.

We clean according to a checklist but you are welcome to inform us if you have any special requests regarding your cleaning - Do you want us to put extra focus somewhere? Or are there any sensitive surfaces in your home?
We always contact you if any questions should arise during the cleaning, and you can always add information and requests to Freska’s app, or contact our customer service if you have any questions.

Let us know if you hand in keys at our office in Liljeholmen before your cleaning, if you are on site and open at your first cleaning and give the keys to your cleaner or if you plan to be at home and open at every cleaning opportunity.

When you have chosen which payment method suits you best and confirmed your order, you will receive a booking confirmation sent to your email.

Question 8

Do the cleaners bring their own cleaning equipment?

Accepted Answer

You need a vacuum cleaner, mop and a bucket. We always have our Nordic Ecolabelled cleaning detergents with us. The first time we clean your home we will bring microfiber cloths with us. After the cleaning we leave them in your home to be cleaned before the next cleaning.

Question 9

How does it work with microfiber cloths?

Accepted Answer

After the first cleaning, we leave the microfiber cloths in your home.

When your cleaner has finished cleaning your home, hang the rags on the bucket edge so that they dry properly and do not leave an odor behind. We place the bucket in the bathroom or laundry room.

Wash the cloths separately at 60 degrees without rinse aid after each cleaning.
Then place the dry cloths in the cleaning bucket, so that they can be used for the next cleaning occasion.

When the cloths are worn, we automatically replace them for you so that you always have fresh microfiber cloths.

You can also use the cloths privately between cleanings, just remember that they need to be clean when your cleaner comes next time.

Question 10

Do you have a lock-in period?

Accepted Answer

No. You can cancel and rebook your next home cleaning 7 days before, and pause or end your cleaning subscription whenever you want.

Question 11

How do I edit or cancel my order?

Accepted Answer

Yes, you can cancel or rebook your cleaning easily in the Freska app.

You can also contact customer service directly in our chat, which is available on the web and in the app, or contact us via email.

Question 12

What is included in your home cleaning?

Accepted Answer

Freska’s professional home cleaners clean according to this checklist.

We would like you to tell us, before your cleaning, which areas you want us to put extra emphasis on in your home.

Question 13

Are you affiliated with a collective agreement?

Accepted Answer

Yes, we are. Our staff work on either full-time or part-time contracts and of course receive paid holidays, pension, wellness allowances and other benefits. We always try to have better terms than our collective agreement.

Question 14

How does your 100% satisfaction guarantee work?

Accepted Answer

We only want satisfied customers! Therefore, we have a 100% satisfaction guarantee which means that we always come and fix what you are not happy with.

The customer satisfaction guarantee is based on and applies for 48 hours after cleaning according to our checklist

Contact our customer service directly in the chat on the website or in our app and we will help you! You can also contact us by email.

Question 15

Do you use environmentally friendly cleaning detergents?

Accepted Answer

Yes! We want to protect the environment, your health and ours. The cleaning detergents we use are marked with Svanenmärkt and are unscented.

Question 16

How does it work the first time I book home cleaning?

Accepted Answer

You can book your home cleaning easily on our website, in Freska’s own app or with the help of Freska’s customer service directly in our chat.

When you book your home cleaning, you choose the desired interval for your cleaning and what day and time you want us to come.

We clean according to a checklist but you are welcome to inform us if you have any special requests regarding your cleaning - Do you want us to put extra focus somewhere? Or are there any sensitive surfaces in your home?
We always contact you if any questions should arise during the cleaning process, and you can always add information and requests to Freska’s app, or contact our customer service if you have any questions.

Let us know if you hand in keys at our office in Liljeholmen before your cleaning, are on site and open at your first cleaning opportunity and give the keys to your cleaner or if you plan to be at home and open at every cleaning opportunity.

When you have chosen which payment method suits you best and confirmed your order, you will receive a booking confirmation sent to your email.

Question 17

How does it work with microfiber cloths?

Accepted Answer

After the first cleaning, we leave the microfiber cloths in your home.

When your cleaner has finished cleaning your home, hang the rags on the bucket edge so that they dry properly and do not leave an odor behind. We place the bucket in the bathroom or laundry room.

Wash the cloths separately at 60 degrees without rinse aid after each cleaning.
Then place the dry cloths in the cleaning bucket, so that they can be used for the next cleaning occasion.

When the cloths are worn, we automatically replace them for you so that you always have fresh microfiber cloths.

You can also use the cloths privately between cleanings, just remember that they need to be clean when your cleaner comes next time.

Question 18

How long does a home cleaning take?

Accepted Answer

Enter how big your home is in our calculator here, and you will receive a recommendation on how long it takes to make your home shiny clean. The recommendation is based on our checklist, which is designed to give you a spotless cleaning experience.

If you want to add something extra to your home cleaning that is not on the checklist, such as cleaning the fridge and freezer, you can of course add it when you make your booking or contact us if you wish to add this at a later date. cleaning opportunity.

After your first home cleaning session, we will contact you if we need more time than the first recommended time to make your home shiny!

Question 19

Do the cleaners bring their own cleaning equipment?

Accepted Answer

You need a vacuum cleaner, mop and a bucket. We always have our Nordic Ecolabelled cleaning detergents with us. The first time we clean your home we will bring microfiber cloths with us. After the cleaning we leave them in your home to be cleaned before the next cleaning.

Question 20

Do you have a lock-in period?

Accepted Answer

No. You can cancel and rebook your next home cleaning 7 days before, and pause or end your cleaning subscription whenever you want.

Question 21

What is included in your home cleaning?

Accepted Answer

Freska’s professional home cleaners clean according to this checklist.

We would like you to tell us, before your cleaning, which areas you want us to put extra emphasis on in your home.

Question 22

Are you affiliated with a collective agreement?

Accepted Answer

Yes, we are. Our staff work on either full-time or part-time contracts and of course receive paid holidays, pension, wellness allowances and other benefits. We always try to have better terms than our collective agreement.

Question 23

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.se or by chat on webpage and we will do our best to arrange it!

Question 24

How do I edit or cancel my order?

Accepted Answer

Yes, you can cancel or rebook your cleaning easily in the Freska app.

You can also contact customer service directly in our chat, which is available on the web and in the app, or contact us via email.

Question 25

How does your 100% satisfaction guarantee work?

Accepted Answer

We only want satisfied customers! Therefore, we have a 100% satisfaction guarantee which means that we always come and fix what you are not happy with.

The customer satisfaction guarantee is based on and applies for 48 hours after cleaning according to our checklist

Contact our customer service directly in the chat on the website or in our app and we will help you! You can also contact us by email.

Question 26

How does it work with keys?

Accepted Answer

Once you have booked your home cleaning, you can choose to hand in the key to us before or give it to the cleaner on site.

We mark your key and it is safe with us in an unbroken chain between customer and staff

We have a secure key management with a coded key that can not be traced to your home

We have an agreement with a locksmith who can pull out urgently

We save a receipt for all keys

Question 27

Can I be home during the 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 28

Can my pet be home during cleaning?

Accepted Answer

Yes! If the dog is calm, we’ll clean as usual. However, even calm dogs may become protective when left alone – that’s why we prefer that you’re home during the first visit.

If the dog becomes stressed, please keep it separated at first. If it has previously guarded, nipped, or bitten, it should remain separated the entire time – or not be at home at all.

For safety reasons, we may pause or stop the cleaning if it doesn’t work out with the dog.

Question 29

How much does home cleaning cost?

Accepted Answer

How much home cleaning costs depends on the frequency you want for the cleaning.
The time it takes to carry out the cleaning at your home has to do with the size of your home.

Here you can easily see your price according to your desired frequency of home cleaning, as well as the recommended length for your home.

Question 30

Do you have a duty of confidentiality?

Accepted Answer

All employees at Freska have signed a confidentiality agreement in connection with employment, which means that they may not disclose any information about our customers.

Question 31

How long before do I have to book?

Accepted Answer

Normally between 2-20 working days. It is important to remember that in cases where a booking has been made at short notice, later than 3 days before the actual cleaning, there is thus no possibility of cancellation without debiting.

Question 32

How does it work with microfiber cloths?

Accepted Answer

After the first cleaning, we leave the microfiber cloths in your home.

When your cleaner has finished cleaning your home, hang the rags on the bucket edge so that they dry properly and do not leave an odor behind. We place the bucket in the bathroom or laundry room.

Wash the cloths separately at 60 degrees without rinse aid after each cleaning.
Then place the dry cloths in the cleaning bucket, so that they can be used for the next cleaning occasion.

When the cloths are worn, we automatically replace them for you so that you always have fresh microfiber cloths.

You can also use the cloths privately between cleanings, just remember that they need to be clean when your cleaner comes next time.

Question 33

What happens if the cleaner is late?

Accepted Answer

In the event of any delays, we will notify you as soon as we can and resolve it based on what suits you best. If the delay should presumably affect the length of the cleaning, we can either make a refund on the time that was not used or deposit it as a credit for the next cleaning opportunity. We can also rebook your cleaning for another day. The choice is yours!

Question 34

Can I change cleaners?

Accepted Answer

Of course, you can do that if you are not happy. Emaila our customer service or chat with us directly on the website or in our app and we will find a solution that suits you.

Question 35

How do I edit or cancel my order?

Accepted Answer

Yes, you can cancel or rebook your cleaning easily in the Freska app.

You can also contact customer service directly in our chat, which is available on the web and in the app, or contact us via email.

Question 36

Where can I enter my door code?

Accepted Answer

You enter your door code in our app before your next booking. You only need to do this once.

Question 37

What happens if I forget my booking?

Accepted Answer

When the cancellation is made later than 7 days before the scheduled cleaning, a charge is made in the form of a late cancellation fee, because of course we also pay our staff in cases like these.

Question 38

I want to add something to my cleaning, how do I do it?

Accepted Answer

If you want us to focus on something specific at a single cleaning occasion, enter this in the Freska app on the upcoming booking

If you want to add something to the booking that takes more time than your regular cleaning time, you need to contact our customer service

If you want to book a deep cleaning or window cleaning, you do this most easily by contacting our customer service and they will help you immediately!

Question 39

How do I give feedback to my cleaner?

Accepted Answer

You can do this easily in the Freska App after cleaning.

Question 40

Can I change the frequency of my cleaning?

Accepted Answer

Of course! Contact customer service in the Freska chat that you find in our app or on the website.

Question 41

Will you send a replacement if my regular cleaner is ill?

Accepted Answer

Before we send a replacement cleaner, we always call you and ask if that is wanted, or if you would rather cancel that cleaning occasion.

Question 42

Can I pause my subscription?

Accepted Answer

It is not possible to pause a subscription, but you can end your subscription and start it up again, or choose to cancel certain cleaning occasions.

If you choose to unsubscribe and restart your subscription, we can unfortunately not guarantee the same cleaning day, time of day or cleaner - but we always do our best to fulfill your wish.

Question 43

Which payment methods 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.

You can also receive an invoice via e-mail, e-invoice, or invoice by letter.

Question 44

If I need to cancel my order, what happens then?

Accepted Answer

We charge a cancellation fee if you cancel 7 days before your cleaning appointment. Read more about this here: Terms of Service.

Question 45

When is regular cleaning charged on my credit card?

Accepted Answer

Regular cleaning is charged on your credit card 7 days before the cleaning date if you are paying with Braintree.
If you are paying with Klarna, the cleaning will be ordered 7 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 7 days before the cleaning. In that case, contact our customer service by email info@freska.se or via chat.

Please note, in case the cancellation is made less than two full days before the cleaning the customer shall not be refunded. (Cancellations due to illness are taken care of differently.)

Question 46

How can I earn referral credit?

Accepted Answer

As a Freska customer you and your friends can currently both earn 500 kr each if you share your referral code with them and they use the code when booking a home cleaning subscription! Each new friend you refer will earn you and the friend 500 SEK. The discount is applied automatically. The discount can only be used on recurring bookings (subscriptions). During promotional periods, the credit and discount may be higher, the deduction then works the same. You will find current information on the page below.

Question 47

Can I take advantage of the tax deduction for household expenses?

Accepted Answer

All services are tax credit for household expenses-deductible! RUT-deduction gives you 50 % discount from the final amount which means you’ll pay only half of the price. You have to be over 18 years old and you can get deduction up to 50 000 Swedish krona a year. Read more here.

Question 48

How do I change my payment method?

Accepted Answer

Do you want to change your payment method from card to invoice or vice versa - Please contact our customer service via the Freska chat or email us.

If you want to change from Klarna to Braintree, you can do so easily in the Freska app.

Question 49

How do I change the person for the RUT deduction?

Accepted Answer

The person in your household who wants to use the RUT deduction contacts our customer service directly in the Freska chat that is available in our app and on our website.

Question 50

How do I pay by e-invoice?

Accepted Answer

Please contact customer service in the Freska chat available in our app  and on the website, if you wish to pay by e-invoice. It is also possible to email us.

Question 51

I have not received my invoice

Accepted Answer

If you have chosen to pay by invoice via Klarna, please contact Klarna. Otherwise, contact our customer service directly in the Freska chat available in our app and on the website. You can also contact customer service via email.

Question 52

What if something gets broken in my house?

Accepted Answer

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

Contact our customer service as soon as possible, and we will help you.

Question 53

Can I give the cleaner my key?

Accepted Answer

Once you have booked your home cleaning, you can choose to hand in the key to us before or give it to the cleaner on site.

We mark your key and it is safe with us in an unbroken chain between customer and staff

We have a secure key management with a coded key that can not be traced to your home

We have an agreement with a locksmith who can pull out urgently

We save a receipt for all keys

Question 54

What happens if a damage occurs?

Accepted Answer

Should a damage occur in your home during a cleaning, we want you to contact our customer service as soon as possible, and they will help you immediately.
You can reach customer service directly via our chat on the website and in Freska’s App. You can also email us.

Question 55

If I'm not happy with the cleaning, what do I do?

Accepted Answer

Report this to your contact person no later than 48 hours after the cleaning session has ended. Feel free to attach a picture. We will return within 48 hours (weekdays).

In the event of a complaint about cleaning performed with the trial cleaning campaign: no possibility is given for compensation. This is due to the low price.

Question 56

Where can I get the Freska app?

Accepted Answer

From the Google Play store and the Apple App store.

Question 57

How do I edit or cancel my order?

Accepted Answer

Yes, you can cancel or rebook your cleaning easily in the Freska app.

You can also contact customer service directly in our chat, which is available on the web and in the app, or contact us via email.

Question 58

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 59

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 60

What can I do in the Freska app?

Accepted Answer

In our app you can give feedback to us at Freska and your cleaner. You can also cancel and rebook cleaning opportunities and write notes, such as port code or if we are going to focus on something special in your home.

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