Terms of Service

1. About these terms

These terms apply to all mattress and upholstery cleaning services provided by FreshDream Mattress Care ("FreshDream", "we", "us") in Roysambu, Nairobi, Kenya. By booking with us, you agree to these terms.

2. Quotes and pricing

• Prices shown on our website and calculator are estimates, not final quotes.
• The final price is confirmed on WhatsApp before the service — usually before we arrive.
• Stain and odour treatments are quoted individually, often after you send a photo.
• A single location (travel) fee per visit applies based on your zone in Nairobi. It may be waived on larger orders.
• We will never charge more than the price you confirmed.

3. Bookings, Request ID & what counts as an order

A booking is only valid with a Request ID, which you obtain by submitting your request through our official Booking Portal. Phone and WhatsApp are for general questions and clarification only.

• A Request ID alone does not mean you have ordered a service — it only confirms that we received your request.
• Your request becomes an official, binding order only after we have contacted you, the service has been mutually confirmed, and it is clearly agreed as an order. Until then it is treated as a general enquiry, not a booking.
• Without a Request ID obtained through the Booking Portal, no legally valid order exists, and we accept no liability — including for any damages that may arise.
• We only send a payment request once a service has been expressly confirmed by both sides and the order is wanted.
• Please give accurate access details for your address. Our team arrives with all required equipment.
• If you need to reschedule or cancel, let us know as early as possible so we can offer the slot to another customer.

4. Payment

Once your booking has been confirmed with you by phone or WhatsApp, you receive a confirmation message and the payment request follows. Payment is then due before the appointment, based on the price you have confirmed.

We always agree the price with you in advance and never charge more than the confirmed amount. Any individual arrangements made between you and FreshDream remain unaffected.

5. Our service

• FreshDream provides a dry hygiene process using professional equipment (JIMMY BX7 Pro Max), including deep vacuuming, UV-C sterilisation and heated-air treatment.
• Results depend on the age, material and condition of your mattress or upholstery. We will give an honest assessment before starting.
• Our service focuses on dust mites, allergens and hygiene. It does not replace medical treatment, pest control, or specialist stain removal, and some set-in stains may not fully disappear.

6. Your responsibilities

• Provide safe access to the items to be cleaned.
• Inform us of any existing damage, fragile materials or special requirements before we start.
• Keep children and pets clear of the work area during the service.

7. Liability

We take great care in every job. We are not liable for pre-existing damage, wear, or defects, or for outcomes caused by the age or condition of the item. Our total liability for any claim is limited to the amount paid for the specific service in question.

8. Photos and documentation

We take before and after photos to document our work. These are shared with you and may be kept for quality control. See our Privacy Policy for details on how we handle your data.

9. Changes to these terms

We may update these terms from time to time. The current version is always available on this page with its updated date.

10. Contact

Questions about these terms? Email info@freshdream.co.ke or message us on WhatsApp at +254738282171.