Policies

  • Allergen Policy

    We understand the seriousness of food allergies, that’s why we have put guidelines and food-handling procedures in place.  We require our chefs to complete an allergy awareness orientation prior to attending bookings for FreshCooks clients.

    To help protect those with allergies we have built in the following safeguards:

    • When a client selects a recipe to add to their menu, but prior to it being finalized on their order, a recipe page will pop up listing all of its ingredients, allowing the client to delete and potentially substitute any ingredients to which they have an allergy.  Also, at the bottom of this page is an expandable comment box entitled; Do you have allergies we need to be aware of?, where the client is required to leave detailed allergy information for their chef.

    NOTE: There may be certain recipes where ingredients cannot be deleted or substituted, in which case we would be unable to accommodate this adjustment and the client would need to select another recipe.

    • We require our chefs to thoroughly wash their equipment between each booking.
    • Clients with severe allergies are required to contact their FreshCooks Chef directly prior to their booking.  In these instances, in addition to kitchenware the client is normally responsible for providing, we recommend the client also have all other kitchenware, including knives, cutting boards, measuring cups/spoons, meat thermometer, basic kitchenware (e.g. spatulas, mixing spoons, etc.), can opener, food processor, hand blender, etc. that the chef would normally bring with them as an extra measure of safety.

    NOTE: If there is anything that is not clear, please contact FreshCooks

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  • Client Responsibilities Policy

    Our clients are partners in this process and are required to provide:

    Ingredients

    Ingredients that don’t need to be refrigerated should be in plain view or easily accessible in their kitchen.  The items that need to be kept cold should be left in the fridge.  Ingredients that have been previously frozen should be fully thawed and also available in the fridge, with the exception of frozen vegetables.

    There are two types of recipe ingredient categories:

    • Critical ingredients – These ingredients are critical for the completion of the client’s recipe and cannot be made without them.  For example, missing chicken for Chicken Cacciatore, or flour for cookies.  If a critical ingredient isn’t available, the client’s chef will attempt to contact them and may suggest possible alternatives and/or solutions.  There will be no refunds or credits for recipes that cannot be made because of missing critical ingredients.
    • Non-critical ingredients – These ingredients are not essential for the completion of a client’s recipe.  The omission may only slightly alter the taste of the recipe.  For example, missing red onion for Garlic & Rosemary Pasta Pesto or cinnamon in Carrot-Ginger Bran Muffins.  We will still, however, attempt to contact the client and suggest possible alternatives and/or solutions.  If we cannot reach the client, we will prepare the recipe, minus the missing ingredient(s).  There will be no refunds or credits for recipes adjusted because they are missing non-critical ingredients.

    Equipment

    FreshCooks clients are responsible for providing the standard equipment and kitchenware required to prepare the recipes they’ve ordered. In a situation where the equipment provided is unsafe, faulty, or not fully functional, and impedes the ability of the FreshCooks Chef to prepare the recipes, the chef is not obligated to prepare the client’s selections and the booking may be forfeited.  As this is something beyond the chef’s control, we’re unable to provide a refund or credit for this type of occurrence.

    Depending on a client’s order and their recipe preparation instructions, some of the basics that they will be required to provide are:

    • Stove
    • Oven
    • Microwave
    • Fridge/freezer
    • Pots and fry/sauce pans
    • Cookie sheets and cake pans
    • Storage containers and/or sealable bags
    • Wax/parchment paper and plastic sealing wrap
    • Dish soap and towels

    After a client has finished ordering their selections, a list of equipment required for their order will be listed on their my shopping list page after checkout.  For any recipe selections requiring specialized kitchenware such as a 15-litre stockpot, crème brûlée torch, slow cooker, bundt pan, etc., the client will be responsible for supplying them.  These specialized equipment items will be noted on the recipe details page as well as on the my shopping list page after checkout.

    FreshCooks Chefs are required to bring the following:

    • Knives
    • Cutting boards
    • Measuring cups/spoons
    • Basic kitchenware (e.g. spatulas, mixing spoons, etc.)
    • Meat thermometer
    • Oven thermometer
    • Can opener
    • Hand blender
    • Food processor (chef’s discretion)
    • Non-permanent Sharpie marker (for labeling)

    Kitchen Organization and Cleanliness

    The client’s kitchen must meet a basic standard of cleanliness and tidiness.  The chef’s ability to complete all the recipes in the allotted time cannot be impeded by arriving to a kitchen that does not meet the following conditions:

    • Counter tops/work surfaces clean and uncluttered (except for items required by the chef).
    • No dirty pots, pans, dishes, etc., in the sink or elsewhere in the kitchen.
    • The kitchen floor is clean.

    A FreshCooks Chef is only responsible for leaving the kitchen in the same condition it was in when they arrived.

    NOTE: If there is anything that is not clear, please contact FreshCooks

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  • Home Access Policy

    Our clients are required to ensure their chef has safe, reasonable access to their premises to prepare their menu at the time they’ve booked.  Common ways clients can ensure this access include:

     

    • Client or family member at home to provide entry.
    • Neighbor, parent, friend, to meet outside premises and provide entry.
    • Provide their chef the location of a hidden key.
    • Provide a key to their regular chef.
    • Provide their chef with entry code for their garage or front door.

     

    If our chef is not able to gain access at the agreed upon date and time, the chef will attempt to contact the client at the phone number(s) provided in their contact information.  If we’re unable to reach the client, our chef will wait for one hour after the confirmed booking time and will then leave.  Appointments that start late, still complete at the time confirmed when booked, resulting in fewer recipes being prepared.  The chef will determine the amount of recipes that can still be prepared in the remaining time, with input from the client’s choices.  There is no refund or credits for instances where chefs are unable to access the client’s home.

     

    Once the chef has finished their booking, they will leave the client’s home, securing it as per the instructions that were provided in the checkout process.

     

    For our clients’ comfort and security, all of our chefs are bondable and self-insured and go through a meticulous screening process prior to being hired.  As part of this process, all of our chefs are subject to reference and background checks.

     

    NOTE: If there is anything that is not clear, please contact FreshCooks

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  • Power Outage/Unforeseen Event Policy

    In the event of a power outage or some other unforeseen event (e.g. excessive snowfall, ice storm, severe winds, earthquake, road closures, etc.) that unduly impedes the ability of the FreshCooks Chef to prepare the recipes, the chef is not obligated to start or finish preparing the client’s menu.  Depending on the nature and duration of the interruption, FreshCooks will coordinate with you to reschedule the appointment or provide a credit or refund, if applicable, at the discretion of FreshCooks.  The value of any credit or refund will depend on the amount of work completed prior to the disruption.

     

    NOTE: If there is anything that is not clear, please contact FreshCooks

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  • Refund Policy

    Our primary focus is client satisfaction and it is the foundation on which we operate.  This is why our chefs are meticulously screened prior to being accepted and well trained in all appropriate food handling and safety practices required in their region.

     

    We understand that occasionally something may happen that could leave a client unhappy with the service they’ve received.

     

    In cases where a client has a complaint about one of their dishes or any other aspect of their FreshCooks experience, we ask that they follow these steps:

     

    • Step 1: Contact FreshCooks Chef directly – The chef’s contact information is available on the top of the Order Summary Report left behind at each booking. The chef with whom the client booked is responsible for all aspects of their order, and in the best position to resolve their concern.  We ask that they do whatever is necessary to reasonably respond and fix the issue.

     

    • Step 2: Contact our Executive Chef – If a client is not satisfied after contacting their chef, we prefer they contact our Executive Chef by logging into their account and Contact Us Regarding Your Order on the Contact Us page.  The regional Executive Chef in their city will respond to their concerns as quickly as possible.

     

    NOTE: If there is anything that is not clear, please contact FreshCooks

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  • Rescheduling and Cancellation Policy

    Occasionally, due to unforeseen circumstances, either a client or FreshCooks Chef is unable to make a previously booked appointment work.  We understand that and have developed a reasonable policy for rescheduling and cancellations.

    If rescheduling or cancelling, clients must contact FreshCooks directly by logging into their account and choosing the Contact Us Regarding Your Order option on the Contact Us page.  They select Upcoming Order and then the order they would either like to reschedule or cancel.  FreshCooks will respond to the clients email as quickly as possible.

    Their chef is not able to assist them in rescheduling or cancelling an order.

    The specific policies for each scenario are as follows:

    • Rescheduling by client – more than 24 hours before booking
      If a client needs to reschedule their appointment to a different date, time or chef, with more than 24 hours notice from their start time, FreshCooks will do their best to accommodate the client’s request.  If this request cannot be fulfilled the client may cancel the booking and receive a credit or full refund.
    • Rescheduling by client – less than 24 hours before booking
      Rescheduling requests with less than 24 hours notice from their start time cannot be accommodated unless the chef that was booked is available at an alternate time that day.  In cases where this is not an option, FreshCooks is unable to provide a credit or refund for their booking.

    • Cancellation by client – more than 24 hours before booking
      If a client cancels with more than 24 hours notice before their appointment start time, they may reschedule their booking, have a credit applied to their account or receive a full refund for their booking.
    • Cancellation by client – less than 24 hours before booking
      In cases where a client cancels less than 24 hours before their appointment start time, FreshCooks is unable to provide a credit or refund for their booking.
    • Emergency rescheduling by FreshCooks
      Emergencies are an unfortunate part of life and in the event that a chef is unable to make it to a client’s appointment at the scheduled date and time, FreshCooks will notify the client as soon as possible and offer the solutions below.  If our attempts to contact the client are unsuccessful, we will cancel their booking and issue a full refund as opposed to having a chef they weren’t expecting, show up.
      • On-call chef – FreshCooks may have a chef in the client’s area that is available to take over the booking.  If so, the chef will receive all of the order information and proceed to the appointment.  There would be no interruption to the client’s service using our on-call chef.
      • Reschedule – FreshCooks will do its best to reschedule the same chef if possible later that day or possibly the next.  If not, alternate chefs would be recommended.
      • Cancel the appointment – If having an on-call chef or rescheduling is not an option, then the client may cancel the booking and receive either a credit or a full refund.
    NOTE: If there is anything that is not clear, please contact FreshCooks

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  • Working Conditions Policy

    FreshCooks clients are responsible for providing an environment for the FreshCooks Chef that is:

     

    • Free of all harassment such as race, religion or gender.
    • Safe, without threats such as exposed wires, or other workplace safety hazards.
    • Environmentally comfortable, with appropriate heating/cooling.
    • Unthreatened and free from aggressive pets.

     

    In the event that one of the working conditions is not met and the chef in anyway feels uncomfortable, they must inform the client of this situation and give them a chance to correct it.  If the situation is still uncomfortable or unsafe, the chef may leave and there will be no refund issued to the client.  Further bookings will not be accepted until the concern(s) have been addressed.

     

     

    NOTE: If there is anything that is not clear, please contact FreshCooks

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