Customer Service Email: [email protected]
(Please use the reschedule link below to request a reschedule.)

Phone: 833-387-8667 (We use a centralized number for all locations to better serve our customers)

Reschedule Your Cleaning: https://dustandmop.com/reschedule/

While we do our best to assign your regular Cleaning Professional, we cannot guarantee the same person for every visit. If your regular Pro is unavailable, a substitute may be assigned. If you decline the substitute and your regular Pro is unavailable, the cleaning will be skipped and charged as outlined in our Reserved Cleaning Commitment policy. We route based on proximity to reduce drive time and ensure efficiency for all customers.

We guarantee your cleaning on the scheduled day with a flexible arrival window between 8:00 AM and 3:00 PM. This is called our Flex Window.

If you need a more specific time, we also offer a guaranteed arrival window between 8:00 AM and 10:00 AM, available any day of the week.

Why the Flex Window?
This broader window allows us to manage real-life factors—like traffic or unexpected job delays—while ensuring we stay on time and deliver exceptional service to every customer. It also helps us build efficient routes, which keeps your pricing fair and your Cleaning Pro focused on quality.

To secure your first cleaning appointment, we collect a $100 refundable deposit when you book. This ensures your spot on our schedule and allows us to reserve time with your Cleaning Professional.

• The deposit is applied toward your first cleaning total
• If you need to cancel your appointment with proper notice (at least 48 hours in advance), the deposit will be fully refunded
• If the appointment is canceled within 48 hours or results in a lockout, the deposit will be forfeited

We appreciate your understanding—it helps us provide reliable scheduling and fair compensation for our team.

We know life happens—and we’re here to work with you. That’s why we’ve created the Your Reserved Cleaning Commitment, which helps provide consistency for both you and your Cleaning Professional.

Here’s how it works:

• You’re reserving a dedicated time slot on our schedule and on your Cleaning Pro’s calendar.
• If something comes up, you can reschedule your cleaning within 7 days before or after your original appointment date.
• If you choose to skip the cleaning entirely, your credit card will be charged in full. Your next cleaning will be extended to ensure we have time to catch up.
• Cleaning Professionals are still paid for paid skipped cleanings, helping to ensure we retain great team members and provide a consistent experience.
• Click the link below for more detailed information

 Need to skip or reschedule? Use this quick form:
 https://dustandmop.com/reschedule/

We understand that true emergencies can happen. As a courtesy, each customer is allowed one last-minute reschedule (within 48 hours of a scheduled cleaning) every 12 months, at no charge—provided the reason qualifies as a true emergency (e.g., illness, hospitalization, or similar unexpected event).

After this one-time exception, any additional reschedules made within 48 hours of a scheduled cleaning will be considered a skipped cleaning and charged in full as part of your Reserved Cleaning Commitment.

This policy helps ensure fairness to our Cleaning Professionals—who depend on their scheduled cleanings for income—and helps us maintain a reliable schedule for all customers.

Want to say thank you for a job well done? Tipping is a wonderful way to show appreciation!

You can tip in two easy ways:

•  Add a tip to your card on file using this secure link:
   https://dustandmop.com/tip-your-cleaner/
•  Leave cash on the counter or in a clearly marked envelope on the day of service

 For employee confidentiality and safety, we do not allow direct exchanges of personal information (including Venmo or payment apps). Thank you for helping us protect and support our team!

At Dust and Mop House Cleaning, your satisfaction is our priority. We stand by the quality of our services with a 100% Satisfaction Guarantee, and we are committed to resolving any issues that may arise. To ensure consistency and fairness, we follow the guidelines below for addressing service-related concerns:

✅ What’s Included:

• Touch-ups are offered as part of our Satisfaction Guarantee.

• Specific areas of concern will be documented.

• We will return to your home during regular business hours to re-clean the noted areas.

⛔ What’s Not Included:

• Refunds and discounts are not offered in place of a touch-up cleaning.

• We do not re-clean the entire home—only the areas noted by the customer during the issue resolution process.

How to Request a Touch-Up Cleaning:

• Notify us of any concerns within 24 hours of your cleaning.

• Clearly identify the specific areas that did not meet your expectations.

• Let us know your preferred time for a return visit within business hours.

• We will do our best to schedule the touch-up promptly and confirm your appointment.

Additional Notes on our Guarantee:

• A team member will follow a documented checklist during the touch-up to ensure all noted areas are addressed.

• The offer of a complimentary touch-up expires if declined, and no further adjustments or compensation will be provided after that.

• Our goal is always to make things right through service, not through financial negotiation.

• The purpose of the Satisfaction Guarantee is to resolve issues through service corrections, not financial reimbursement.

Arrival Times:

If we arrive for your scheduled cleaning and can’t access your home (due to a locked door, no key/code provided, or no one answering), it’s considered a lockout.

Lockouts are treated the same as a cancellation within 48 hours, and a 50% fee will be charged to your card on file. This allows us to pay your Cleaning Professional for their reserved time and travel.

To avoid a lockout fee, please be sure we have:

• Updated access instructions (key, door code, garage code, etc.)
• Any alarm info, if applicable
• A working way to contact you on the day of your cleaning

We truly care about your experience, and your feedback helps us improve. After every cleaning, you’ll receive a scorecard by text or email. We encourage you to be honest—whether things were great or something wasn’t quite right.

If there’s ever an issue, please respond directly to the scorecard or reach out to our customer service team by text or phone. We’re here to make it right and ensure your home gets the care it deserves.

We’re excited to clean your home! Here are a few quick tips to help us deliver the best possible experience during your first visit:

• Declutter surfaces – Please remove personal items from counters, dressers, and floors so we can clean all reachable areas thoroughly.
• We usually start in the primary bathroom or kitchen – These two rooms typically take the longest and require the most detailed work, so we like to begin there. If those areas are in use when we arrive, no worries—our Cleaning Pros will simply start in another room and come back to them later.
• Have you filled out your “Your Home Details” form? – This helps us prepare for your home and includes important notes like parking instructions, where your trash bags are located, access instructions, pet names, and more.
• Toilet brushes and vacuum – Please have a toilet brush at each toilet and a working vacuum available, unless the home is empty (move-out), in which case we’ll bring a backup.
• Special notes? Let us know! – If you have pets, high-priority areas, or anything we should be aware of, please share that with us ahead of time.

We’re a pet-friendly company, and it’s something we consider during our hiring process—many of our Cleaning Pros are pet lovers too!

• Friendly pets are welcome to roam freely during your cleaning.
• If your pet is an escape artist, please let our office know in advance so we can note it on your file and take extra care during entry and exit.
• If your pet is aggressive or not comfortable with strangers, we kindly ask that they be safely secured during the cleaning.

Our top priority is providing a safe and positive environment for everyone involved. If at any point our team feels unsafe, we may pause the cleaning or leave the home. We’ll always follow up with you immediately if this occurs.

Please provide a toilet brush at each toilet for proper inside toilet cleaning. We also ask that you provide a working vacuum for sanitary reasons. If you’re moving out and the home is empty, we’ll bring a backup vacuum.

From time to time, you may receive a quick visit during your cleaning from one of our Branch Leads—your local manager here to ensure everything is running smoothly.

Branch Leads conduct pop-in quality checks to:

• Support your Cleaning Professional
• Ensure we’re following our cleaning checklist and company standards
• Offer in-person assistance or answer questions if you’re home during the visit
• Make sure you’re happy with the service you’re receiving

These quality checks are part of how we maintain consistency, provide ongoing coaching, and ensure every visit meets the Dust and Mop standard.

You can update your card on file at any time by logging into your cusotmer portal.

Click Here

Troubleshooting Login Issues

1) Forgotten Password

If you have forgotten your password, you can click "Reset Password" under the login portion of the site.

• You will then be redirected to the below form to insert your email/Account information.

• After entering your email you will receive an email similar to the one seen below, Clicking on Password reset will allow you to reset your password and log in.

• 

• If you DoubleClick "Change Password" it will error but the password will correctly change

2) Forgotten Password Email Not Received

• If you did not receive the email for the password reset 2 steps should be taken.

1. Make sure you check all spam, featured, and junk mailboxes, The email is sent by an automated system so emails are often flagged as spam or will not be delivered.

2. If the email is not in any folder, you will need to contact the office and they can reset your password for you or troubleshoot why the email isn't being received.

Your credit card will be charged after each cleaning is completed. If you skipped a cleaning, your card will be charged for the full amount of that scheduled service, in accordance with our Reserved Cleaning Commitment policy.

While we’re committed to providing a detailed and high-quality clean, there are certain tasks we do not perform in your home to ensure the safety of your belongings, your pets, and our Cleaning Pros:

• Moving heavy furniture
• Cleaning or touching TV screens or computer screens
• Washing dishes or loading/unloading dishwashers
• Cleaning outdoor areas (including decks, patios, garages)
• Polishing floors with products like Orange Glo or similar – we do not recommend or apply these
• Caring for pets (feeding, walking, letting out, etc.)
• Shampooing carpets or upholstery
• Cleaning walls, ceilings, or doing any paint touch-ups
• Handling biohazards (pet/human waste, bodily fluids)
• Removing construction debris or post-construction cleanup
• Cleaning ash or fireplaces
• High ladder work beyond 2 steps

If you're unsure about something, we’re always happy to answer questions before your appointment!

Ongoing service is the best way to keep your home consistently clean and easier to maintain over time. Here’s what to expect when you’re on a recurring schedule:

•  Your First Cleaning is More Detailed – We take extra time during the Initial Cleaning to set a strong foundation. This makes your recurring cleanings smoother and faster.
•  Recurring Cleanings Focus on Maintenance – Your kitchen and bathrooms will continue to be thoroughly detailed, and other areas will be maintained based on your original clean.
•  Why Frequency Matters – Bi-weekly service is our most popular option, as it prevents buildup and keeps your home in top shape. Monthly cleanings are available, but may require additional time over time if buildup occurs.
•  Same Checklist, Every Visit – All Cleaning Pros follow the same company-wide checklist so nothing is missed, no matter who comes.
•  We’ll Stay in Touch – After your first few visits, we’ll check in and make adjustments if needed.

We love rewarding loyal customers—and our Customer Loyalty Program is packed with perks that grow the longer you stay with us!

As a recurring customer, you're automatically enrolled and can unlock rewards like:

•  Add-on services (fridge cleaning, oven cleaning, vacuuming sofas, etc.)
•  Free add-on time or a full free cleaning
•  Surprises around major milestones like your anniversary with us

The longer you stay, the better it gets. We’ll send teaser emails and texts to let you know when your next perk is coming!

Love your clean home? Share it with friends and get rewarded!

With our referral program, you can:

• Give your friends $100 off their first cleaning
• Get $100 in cash when they sign up for recurring service

It’s a win-win—and there’s no limit to how many people you can refer!

We’re happy to help refresh your screened-in porch with a sweep and general dusting, but there are a few things to keep in mind:

• Customers must provide a vacuum and cloths for screened-in porch cleanings
• We do not recommend this cleaning during pollen season (typically mid-March through early May), as dust and pollen tend to resettle quickly—even hours after cleaning
• This service does not include window cleaning or pressure washing
• Excessive buildup, cobwebs, or heavy dirt may require additional time
• Porches must be clear of personal items or breakables for us to clean safely
• This is considered an add-on service, so just let us know if you'd like to include it!