FreshHausCare — Terms and Conditions
Last updated: June 2026
1. Introduction and Acceptance
These Terms and Conditions ("Terms") govern your use of the FreshHausCare website (freshhauscare.com), our coordination platform, and the coordination services provided by FreshHausCare Pte Ltd (UEN 202623485K) ("FreshHausCare", "we", "us", "our").
Please read this section carefully, as it sets out who you are contracting with.
FreshHausCare operates as a coordination platform that connects households with independent, licensed home service providers ("Service Providers"). The home reset and cleaning services themselves are performed by, and contracted directly between you and, a licensed Service Provider. FreshHausCare does not itself provide the home reset or cleaning service.
Your engagement therefore involves two distinct agreements:
(a) Your service agreement for the actual home reset / cleaning work, which is between you and the licensed Service Provider that performs your sessions; and
(b) Your coordination agreement with FreshHausCare, governed by these Terms, under which FreshHausCare provides matching, scheduling, Household Profile management, quality liaison, and ongoing relationship coordination.
FreshHausCare is responsible for the coordination services it provides under (b). The licensed Service Provider is responsible for the delivery, performance, and safety of the home reset services under (a). In practice, you communicate with FreshHausCare as your single point of contact, and we coordinate with the Service Provider on your behalf — but legal responsibility for the cleaning work itself rests with the Service Provider.
By booking through FreshHausCare, making payment, or otherwise engaging with our platform, you ("you", "your", "client") agree to be bound by these Terms. If you do not agree to these Terms, please do not use our platform.
2. Definitions
"Coordination Services" — the services FreshHausCare provides to you: matching you with a Service Provider, scheduling, creation and maintenance of your Household Profile, monthly timetable communication, end-of-session confirmation, and acting as your point of contact for service coordination and concerns.
"Service Provider" — an independent company that holds the relevant licences (including, where applicable, a Home Service Sector / HSS licence issued under Singapore regulations) and that performs the home reset and cleaning services for your household.
"Specialist" — the individual personnel engaged or employed by the Service Provider who attends your home to perform sessions.
"Home Reset Services" — the cleaning and home reset work performed at your premises by the Service Provider.
"Platform" — the FreshHausCare website, booking flow, and communication channels.
3. Our Coordination Services
FreshHausCare provides the following Coordination Services:
Matching your household with a suitable licensed Service Provider
Day One Home Visit coordination and Household Profile creation
Scheduling of recurring sessions and rotating Weekly Deep Reset arrangements
Monthly timetable communication
End-of-session photo confirmation via WhatsApp
Acting as your single point of contact for service concerns, and liaising with the Service Provider to resolve them
The home reset task scope for each session — including any Essential, Full Reset / Family Reset, or Daily plan tasks, and any tasks recorded in your Household Profile — describes the work performed by the Service Provider. The Service Provider is responsible for performing that work; FreshHausCare is responsible for coordinating and communicating it.
We reserve the right to update or refine our Coordination Services, plan names, and coordination pricing from time to time. Any changes will not affect sessions already booked and paid for under previously agreed terms, except with reasonable advance notice to you.
4. Eligibility
Our services are intended for use at private residential households only. By booking through our platform, you confirm that:
The premises at which services are to be performed is a private residence
You are the resident, owner, or authorised occupant of the premises, or have obtained permission from the resident, owner, or authorised occupant to engage these services at that address
You are at least 18 years of age and have the legal capacity to enter into this agreement
We (and the Service Provider) reserve the right to decline or discontinue service at any premises that does not meet these eligibility criteria.
5. Booking and Service Commencement
5.1 Day One Home Visit
All new engagements begin with a Day One Home Visit, during which a FreshHausCare representative and your assigned Specialist visit your home to document your preferences, establish your Household Profile, and confirm your service schedule.
5.2 Formation of Your Service Agreement
By confirming your booking and your first session, you enter into a service agreement directly with the licensed Service Provider for the Home Reset Services, and into a coordination agreement with FreshHausCare under these Terms.
5.3 Service Commencement
Regular sessions commence following your Day One Home Visit, on the schedule coordinated between you, FreshHausCare, and the Service Provider.
5.4 Founding Neighbor and Trial Offers
Where applicable, Founding Neighbor pricing, Founding Month discounts, or Trial Home Reset offers are subject to the specific terms communicated to you at the time of the offer, and may be limited in availability, duration, or eligibility (e.g. restricted to specific residential estates).
6. Specialist Assignment and Continuity
Specialists are engaged or employed by the licensed Service Provider, not by FreshHausCare. We coordinate to assign a consistent Specialist to your household for the duration of your engagement, to maintain familiarity with your home and Household Profile.
If your assigned Specialist is unavailable due to illness, leave, or other circumstances, FreshHausCare will coordinate with the Service Provider to arrange a suitably briefed replacement Specialist, using your Household Profile to maintain continuity and standards.
We will provide reasonable advance notice of any change in assigned Specialist where practicable, though advance notice cannot be guaranteed in cases of unforeseen absence (e.g. sudden illness).
7. Pricing and Payment
7.1 Fee Components and Single Invoice
Your fees comprise two components:
(a) Service fees — charged by the licensed Service Provider for the Home Reset Services; and
(b) Coordination fees — charged by FreshHausCare for the Coordination Services.
For your convenience, both components are presented on a single consolidated invoice issued by FreshHausCare. In issuing that invoice and collecting payment, FreshHausCare acts as a disclosed collection agent on behalf of the Service Provider in respect of the service fees. The service fee portion is charged by, belongs to, and is remitted to the Service Provider; the coordination fee portion is retained by FreshHausCare. Issuing a single invoice for your convenience does not change who provides the Home Reset Services: your service agreement for those services remains directly with the licensed Service Provider.
Current total pricing for each plan is set out on our website. Prices are in Singapore Dollars (SGD) and are subject to change with reasonable advance notice. No price change applies retroactively to sessions already paid for.
7.2 Payment Method
Payment is collected via PayNow on a weekly basis, in advance of the week's scheduled sessions, unless otherwise agreed in writing. You make a single payment to FreshHausCare against the consolidated invoice. FreshHausCare collects the service fee portion as the Service Provider's disclosed collection agent and remits it to the Service Provider, and retains the coordination fee portion. This gives you one simple, coordinated payment process.
7.3 First Payment
Your first payment is due before your first scheduled session.
7.4 Late or Missed Payment
If payment is not received by the scheduled due date, we and/or the Service Provider reserve the right to pause your scheduled sessions until payment is received. We will make reasonable efforts to notify you before pausing service.
7.5 No Hidden Charges
All inclusions for each plan are set out clearly on our website. Any additional services requested outside your plan's scope (e.g. specific deep-clean add-ons) will be communicated and agreed with you, including any associated cost, before being carried out.
8. Cancellations, Pauses, and Rescheduling
8.1 Client-Initiated Pause
You may pause your service with reasonable advance notice to us. Your scheduled slot will be held for you during this period.
8.2 Extended Pause
If you require a pause longer than two weeks, we will make reasonable efforts to accommodate this but cannot guarantee that your existing time slot will remain available. Your slot may be offered to another household on our waitlist.
8.3 Client-Initiated Cancellation
You may cancel your engagement by providing at least 3 days' written notice (via WhatsApp or email). Sessions already paid for and not yet delivered as of the cancellation date will be addressed on a pro-rata basis, where applicable, across both service and coordination components.
8.4 Service-Side Rescheduling
If a scheduled session cannot be delivered (e.g. due to Specialist unavailability), we will coordinate with the Service Provider to reschedule within the same week, or arrange a pro-rata credit to your next billing cycle.
8.5 Trial and Founding Month Cancellations
Cancellation during a Trial Home Reset period or Founding Month period is subject to the specific terms communicated to you at the time of that offer.
9. Access and Safety
9.1 Access
You agree to provide the Specialist with safe and reasonable access to your home at the scheduled time. If access cannot be provided (e.g. nobody present to open the door, lockout), the session may be treated as completed for billing purposes, unless alternative arrangements were agreed in advance.
9.2 Household Hazards
You agree to disclose any household hazards, pets, or conditions that may affect the safety of the Specialist (e.g. aggressive pets, structural hazards, hazardous materials) prior to or during your Day One Home Visit, and to update us promptly if such conditions change.
9.3 Right to Decline Unsafe Conditions
The Specialist may decline to proceed with all or part of a session if they reasonably believe the premises present a health or safety risk. We will notify you promptly of any such circumstance and discuss next steps with you.
9.4 Valuables
While Specialists are trained to handle your home and belongings with care, we recommend securing any items of particular sentimental or monetary value that you would prefer the Specialist not handle directly. Please flag any such items during your Day One Home Visit so they can be noted in your Household Profile.
10. Products and Supplies
10.1 Cleaning Products
Antimicrobial toy and surface treatment products are used as part of the standard service, alongside cleaning products and tools provided by the household, as agreed during your Day One Home Visit.
10.2 Your Preferences
If you have specific product preferences (e.g. fragrance-free, particular detergent brands, allergy considerations), please inform us during your Day One Home Visit so they can be recorded in your Household Profile and followed for future sessions.
10.3 Allergies and Sensitivities
You agree to disclose any known allergies or sensitivities (for any household member, including children) relevant to cleaning products used in your home, prior to your first session.
11. Service Quality and Complaints
11.1 Reporting Concerns
If a session does not meet the agreed standard, please notify us within 24 hours of the session via WhatsApp or email. FreshHausCare will act as your point of contact: we will raise the matter with the Service Provider, coordinate an investigation, and, where appropriate, facilitate a rectification visit or a fair adjustment to the relevant session fee.
11.2 Our Coordination Commitment
You will only ever need to communicate with FreshHausCare. We will coordinate with the Service Provider to address concerns you raise. Where a concern relates to the performance of the Home Reset Services themselves, resolution (including any rectification or adjustment of service fees) is ultimately provided by the responsible Service Provider; FreshHausCare's role is to coordinate and advocate for that resolution on your behalf.
12. Photographs
As described in our Privacy Policy, an end-of-session photograph will be taken to confirm completion of service and sent to you via WhatsApp. These photographs are not used for any marketing purpose without your separate, explicit consent.
13. Relationship of the Parties
FreshHausCare is an independent coordination platform. Nothing in these Terms creates an employment, agency, partnership, or joint venture relationship between you and FreshHausCare, or between you and any Specialist.
Service Providers are independent businesses that hold their own applicable licences. FreshHausCare does not control the day-to-day manner in which a Service Provider performs the Home Reset Services, and is not the employer of any Specialist.
You acknowledge that the Home Reset Services are provided by the licensed Service Provider under your service agreement with them, and that FreshHausCare's role is limited to the Coordination Services described in these Terms.
14. Limitation of Liability
14.1 Scope of FreshHausCare's Responsibility
FreshHausCare is responsible only for the Coordination Services it provides. FreshHausCare is not the provider of the Home Reset Services and is not liable for the acts, omissions, performance, or conduct of any independent Service Provider or Specialist, except to the extent caused by FreshHausCare's own negligence in providing the Coordination Services.
14.2 General Limitation
To the maximum extent permitted by Singapore law, FreshHausCare's total liability for any claim arising out of or in connection with the Coordination Services shall be limited to the value of the coordination fees paid by you to FreshHausCare for the relevant session(s) in question.
14.3 Service Provider Liability
Liability for the quality, performance, and safety of the Home Reset Services — including any service-related accidental damage to your property — rests with the licensed Service Provider under your service agreement with them. FreshHausCare will assist you in raising and coordinating any such claim with the Service Provider.
14.4 Accidental Damage
In the rare event of accidental damage to your property during a session, please notify us within 24 hours. FreshHausCare will coordinate with the Service Provider to assess the matter and determine an appropriate resolution.
14.5 Exclusions That Cannot Be Limited
Nothing in these Terms excludes or limits liability for death, personal injury, or any other liability that cannot be excluded or limited under Singapore law, including liability arising from gross negligence or wilful misconduct.
14.6 No Liability for Indirect Loss
To the maximum extent permitted by law, FreshHausCare shall not be liable for any indirect, incidental, or consequential loss arising in connection with the platform or Coordination Services, including loss of income or loss of enjoyment, except as required by law.
15. Service Delivery Arrangements
FreshHausCare coordinates the delivery of Home Reset Services through one or more independent, licensed Service Providers. FreshHausCare remains your point of contact for scheduling, coordination, billing facilitation, and concern resolution, while the licensed Service Provider remains responsible for performing the Home Reset Services.
You are not required to source, manage, or coordinate the staffing arrangement yourself; all communication regarding your service may be directed to FreshHausCare.
16. Termination
16.1 By You
You may terminate your engagement at any time by providing at least 3 days' written notice, as set out in Section 8.3.
16.2 By Us or the Service Provider
We or the Service Provider reserve the right to terminate or suspend service to any household, with reasonable notice, in circumstances including but not limited to:
Non-payment of fees
Conduct that is abusive, unsafe, or disrespectful towards a Specialist or FreshHausCare personnel
Provision of false or materially misleading information regarding household conditions or eligibility
Repeated failure to provide access to the premises at scheduled times
16.3 Effect of Termination
Upon termination, any outstanding fees for sessions delivered remain payable, and any sessions paid for but not yet delivered will be addressed on a pro-rata basis where applicable.
17. Intellectual Property
All content on the FreshHausCare website, including text, branding, logos, methodology, and design, is the property of FreshHausCare and may not be reproduced, distributed, or used without our prior written consent.
18. Amendments to These Terms
We may update these Terms from time to time to reflect changes in our services, business practices, or legal requirements. Updated Terms will be posted on this page with a revised "Last updated" date. Continued use of our platform after such changes constitutes your acceptance of the updated Terms. Material changes that affect active agreements will be communicated to existing clients with reasonable advance notice.
19. Governing Law and Dispute Resolution
These Terms are governed by the laws of Singapore. Any disputes arising out of or in connection with these Terms or the Coordination Services shall first be addressed through good-faith discussion between you and FreshHausCare. If a resolution cannot be reached, disputes shall be subject to the exclusive jurisdiction of the courts of Singapore. Disputes relating specifically to the Home Reset Services may also involve the relevant Service Provider under your separate service agreement with them.
20.School Pick-Up Services
Where requested by the Customer, FreshHausCare may coordinate school pick-up services through the assigned service personnel. Such services will only be provided where:
the Customer has provided all necessary authorisations and collection instructions;
the school permits collection by the assigned service personnel;
the assigned service personnel agrees to perform the task;
all parties have confirmed the collection arrangements in advance; and
the Customer has accepted the terms applicable to school pick-up services.
The Customer is solely responsible for ensuring that all collection authorisations, emergency contact details, medical information, and special instructions provided are complete, accurate and up to date.
The Customer acknowledges that school pick-up and child accompaniment involve inherent risks associated with travel and supervision outside the home. By requesting this service, the Customer voluntarily accepts these inherent risks.
To the fullest extent permitted by Singapore law, FreshHausCare, the Service Provider, and the assigned service personnel shall not be liable for any loss, delay, incident, injury, or damage arising from or in connection with the provision of school pick-up services, except where such liability cannot be excluded under applicable law, including liability arising from gross negligence, wilful misconduct, or fraud.
The Customer agrees to indemnify and hold harmless FreshHausCare and the Service Provider against any claims arising from inaccurate information, failure to provide the necessary authorisations, or any act or omission of the Customer or the child that is outside the reasonable control of FreshHausCare or the Service Provider.
21. Contact Us
If you have any questions about these Terms, please contact us at:
FreshHausCare Pte Ltd Email: contactus@freshhauscare.com
By booking through FreshHausCare, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions, along with our Privacy Policy.