Question 1

Can you give me a price without visiting?

Accepted Answer

Usually, yes. Send clear photos or a short walkthrough video and we can price most jobs remotely. Photos matter most for end of tenancy, move-in/move-out and restoration deep cleans, because the condition of a property affects the workload far more than its size does. Heavily soiled properties, after-builders cleans, larger homes and specialist jobs may still need us to come and look first.

Question 2

How long will I wait for my quote?

Accepted Answer

Normally within 24 hours of us having everything we need to assess the job. Complex jobs can take a little longer, and we'll tell you if that's the case.

Question 3

How quickly do you reply to a new enquiry?

Accepted Answer

We aim to respond the same day, and usually much sooner during normal working hours.

Question 4

Do you charge by the hour?

Accepted Answer

For most work, no. We quote a fixed price against an agreed scope, so you know what you're paying before we start. Regular domestic cleaning, which we take on selectively in Colchester, is charged at £25 per hour.

Question 5

Why does the price depend on condition rather than bedrooms?

Accepted Answer

A three-bed house that has been maintained and a three-bed house that has stood empty for a year are completely different jobs. We price on the condition, the scope, the level of detail and the result you need — which is why photos help so much.

Question 6

Do I pay a deposit?

Accepted Answer

We take a booking fee to secure one-off appointments. The amount varies with the value and nature of the job, and it comes off the final balance. We always confirm the exact figure before you commit.

Question 7

How do I pay?

Accepted Answer

Bank transfer or a secure payment link. Business and corporate customers can be invoiced. Nothing is paid through this website — there is no card checkout here.

Question 8

When is payment due?

Accepted Answer

For one-off residential jobs, the booking fee is paid in advance and the balance is normally due on completion. Commercial clients may have agreed invoice terms, normally up to 30 days depending on the contract.

Question 9

How much notice do you need to book a job in?

Accepted Answer

48 to 72 hours is preferred. Same-day and last-minute work is often possible where the team has capacity, though an emergency or short-notice call-out fee may apply. We confirm any such fee before booking.

Question 10

What if I need to cancel?

Accepted Answer

We ask for at least 72 hours' notice. Booking fees are non-refundable for cancellations inside 72 hours. If our team has already travelled, or we cannot get access on the day, a charge may apply to cover staff, travel and operational costs.

Question 11

Can I move my booking to another day?

Accepted Answer

Yes. Bookings can be moved to another available date, and we ask for at least 72 hours' notice where possible. Changes are subject to availability. Late changes may mean losing the booking fee, or an additional charge where staff and resources have already been committed.

Question 12

How do you get into the property?

Accepted Answer

Whatever suits you. You can be there, arrange for someone to meet us, leave a key, or give us secure key-safe details. Commercial access arrangements can be agreed in advance. Please never send access codes through the website form — we'll ask for those directly once your date is confirmed.

Question 13

What should I do before you arrive?

Accepted Answer

Remove unnecessary clutter, clear the surfaces you'd like cleaned, put valuables and fragile items somewhere safe, and tell us about any pets. For end of tenancy and move-out cleans, personal belongings should ideally be removed and cupboards emptied if you want the insides cleaned.

Question 14

What about parking?

Accepted Answer

Please tell us about any parking restrictions or permits in advance. Exceptional parking, congestion or access charges needed for the job may be added to your quote, or charged separately by prior agreement.

Question 15

Do you bring your own equipment and products?

Accepted Answer

Yes, we normally provide everything the job needs. If anyone in the property has allergies or sensitivities, or you'd prefer particular products, tell us before booking and we'll discuss suitable options.

Question 16

What if I'm not happy with the clean?

Accepted Answer

Tell us. Concerns about an agreed area should be reported within 15 hours of completion, ideally with photos. We assess promptly and, where appropriate, arrange for the affected area to be put right.

Question 17

How do I make a complaint?

Accepted Answer

Contact So Fresh Cleaning Service directly by phone, WhatsApp or email as soon as possible, with photos or video where relevant. Complaints are reviewed by management and handled promptly and fairly.

Question 18

Are you insured?

Accepted Answer

Yes. We hold public liability insurance. We're also a limited company registered in England and Wales, company number 16423190.

Question 19

Do you offer regular cleaning contracts for businesses?

Accepted Answer

Yes, for suitable businesses. Frequency, minimum term, cancellation notice and payment terms are agreed individually according to what you need.

Question 20

Do you do regular domestic cleaning?

Accepted Answer

Selectively, and only in Colchester, at £25 per hour, subject to availability and minimum booking requirements. Regular domestic work isn't our main focus — our speciality is the labour-intensive one-off jobs that most cleaners won't take on.

Everything you’d otherwise have to phone and ask

Getting a price

Booking and payment

Changing or cancelling

On the day

Standards and problems

Regular and commercial work

Still not answered?