Frequently Asked Questions
Questions, Answered
Pricing, insurance, service areas and how we actually work. If yours isn't here, just ask.
About our company
What makes Flat Mate different?
Three things. Service — communication is the core of how we operate, and it's why we're rated 5.0 from 267 Google reviews. Process — free on-site estimates, on-the-way texts, and follow-up after the work. People — we pay our crews properly, which is why they stay and why the work is consistent. We're not the cheapest option and we don't try to be.
What areas do you service?
We're based on Vancouver's Westside — Kitsilano, Point Grey, Dunbar, Kerrisdale, Shaughnessy, Marpole and UBC are our backyard. Day to day we cover Vancouver, the North Shore, Burnaby, the Tri-Cities, New Westminster and Richmond. Beyond that we travel for the right project, including the Fraser Valley and Vancouver Island — travel and accommodation simply go on the quote. Ask us wherever you are.
Are you licensed and insured?
Yes — fully licensed, insured, and in good standing with WorkSafe BC. We carry $5 million liability coverage and can provide proof of insurance on request, which strata councils and property managers usually want before work starts.
How long have you been in business?
Since 2021, serving the Vancouver area.
Do you have online reviews?
We're rated 5.0 on Google from 267 reviews. We'd encourage you to read them rather than take our word for it — and if we've worked for you, we'd appreciate one.
Pricing and payment
Do you have a minimum charge?
Yes — $250 + GST. That covers travel and equipment setup, which are the same whether the job is large or small. If you're booking something small, it's usually worth combining it with another service in the same visit.
Do you discount recurring work?
Yes, 5% for customers on a recurring schedule. Regular maintenance also costs less overall than letting things build up and paying for a heavier clean later.
Do you offer neighbourhood discounts?
Yes. If several households on the same street book for the same day, we save on travel and pass that on. If you can organise a few neighbours, get in touch and we'll price it as a group.
How does payment work?
Cheque, credit card or e-transfer. Residential invoices are net 7 days from completion; commercial is net 30. You get a detailed invoice either way.
Is the quote the final price?
Yes. Once we've quoted in writing, that's the price. We don't adjust on the day — if we find something that changes the scope, we tell you and you decide before we proceed.
The work itself
Do I need to be home?
For exterior work, no. We need access to the areas being cleaned and an outdoor water tap. We send photos of the completed work, so you can book around your schedule. Interior window cleaning does need someone to let us in.
What about my plants?
We saturate surrounding plants with water before we start and rinse thoroughly afterwards, which dilutes anything that reaches them. Our cleaning solutions are biodegradable. We work around gardens rather than through them.
What happens if it rains?
Light rain doesn't affect most of our work — for window cleaning, the glass is clean once the dirt is removed. We reschedule for heavy rain or high wind, which are safety issues. You'll hear from us rather than being left guessing.
Do you work on strata and commercial buildings?
Yes, and it's a large part of what we do. We work with strata of every size, from townhouse rows to multi-building highrise complexes. We provide council-ready quotes, schedule with enough lead time for resident notice, and document each visit with photographs.
What if I'm not happy with the work?
Tell us within 48 hours of completion and we'll come back. Every job carries a 100% satisfaction guarantee on that basis, and roof cleans additionally carry a moss-free guarantee.