Questions & answers
Everything you need to know before booking.
Pricing & Payment
How much does mattress cleaning cost in Nairobi?
Prices start from KES 2,500 for a Single mattress (Freshen Up package). Standard Cleaning from KES 3,500. Intensive Stain Treatment from KES 4,500. Use our Quick Quote calculator on /pricing for an instant estimate.
Do you charge extra for multiple mattresses?
Yes — we give automatic volume discounts: 10% off for 3+ mattresses or KES 8,000, 15% off for 5+ or KES 14,000, and 20% off for 7+ or KES 20,000. Single = 1 mattress; Double/Queen/King = 2 mattresses each. Discounts apply in the Quick Quote calculator on /pricing.
When do I pay?
Payment becomes due once your booking has been confirmed with you by phone or WhatsApp and you've received your confirmation message — the payment request follows from there, before the appointment. We always agree the price with you first and never charge more than confirmed. Any individual arrangements made remain unaffected.
Is the website price the final price?
Prices on the website are estimates. The final price is confirmed on WhatsApp, usually before we arrive. For stain and odour jobs, we may ask for a photo to give an accurate quote.
Is there a location fee?
Yes — a single transport fee per visit based on your zone in Nairobi (KES 0–500). Charged once regardless of how many mattresses. May be waived for larger orders.
Booking & Availability
How do I book?
All official bookings go through our Booking Portal at book.freshdream.co.ke — that's how you receive your unique Request ID. Phone and WhatsApp are for general questions and clarifying details. We then confirm your slot and price with you before the appointment.
Does a Request ID mean my booking is confirmed?
Not yet. A Request ID confirms we received your request — it is not an order on its own. Your booking becomes an official, binding order only after we have contacted you and the service is mutually confirmed and clearly agreed. Until then it is treated as a general enquiry. Without a Request ID from the Booking Portal there is no valid order, and we cannot accept liability. We only send a payment request once the order is expressly confirmed by both sides.
How quickly can you come?
Same-day availability in most zones. We aim to confirm within 1–2 hours of your WhatsApp message. Weekend slots are available.
Do I need to be home?
For the first visit, yes — we need to access the mattress and confirm the condition with you. For repeat visits with established hosts, we can sometimes arrange key handover.
The Service
How long does it take?
Freshen Up ~2 hours. Standard Cleaning ~3 hours. Intensive Stain ~4 hours. Allow 4–6 hours drying time after any wet treatment. We'll advise you before we start.
How do I prepare?
Remove bedding (sheets, pillowcases, duvet) before we arrive. That's it — we handle everything else.
Is it safe for children and pets?
Yes. We use eco-safe, non-toxic cleaning solutions on every job. UV-C sanitisation is also non-chemical.
Will the stain definitely come out?
We can't guarantee removal of every stain — set-in stains, especially biological ones, may be permanent. We'll assess honestly and tell you what to expect before starting.
Do you clean sofas too?
Yes — sofa and upholstery cleaning is available as an add-on with any mattress job. Quoted by seat count and condition.
After the Service
How long before I can sleep on the mattress?
After Freshen Up (UV + dry methods): 1–2 hours. After hot-water extraction or wet treatment: 4–6 hours minimum, ideally overnight. We give specific drying guidance at the end of every job.
Do you provide photos?
Yes — before and after photos on every visit. Kept on file and shared on request.
What if I'm not satisfied?
Contact us on WhatsApp within 24 hours. We'll assess and return to re-treat at no extra charge if the issue is within our scope.