Integrated Design Solutions, LLC (dba Integrated Cleaning Solutions) –

Service Policies, Terms & Conditions

Effective: October 22, 2025 (supersedes all prior versions)

By requesting, scheduling, or accepting services from Integrated Cleaning Solutions (“ICS,” “we,” “us”), the “Client” agrees to these Terms & Conditions. Continued use of ICS services is considered electronic acceptance of these Terms and consent to receive communications, invoices, and notices via email or text. ICS may update these Terms from time to time; the most current version will always be available at https://www.icscleans.com/terms-and-conditions-of-service.

Definitions:
Residential Client: Individual/household services.
Commercial Client: Business or organization services.
Appointment / Service Window: The date/time range reserved for service.
Time Block: The total labor hours reserved exclusively for your appointment.

Scheduling, Rescheduling & Cancellations

ICS makes every effort to be flexible and offer our customers a consistent, hassle-free relationship. To provide the best service possible, it’s important that both ICS and the Client maintain transparency, communication, and mutual respect regarding cancellations, changes, and rescheduling.

Why These Policies Matter

When a cleaning appointment is cancelled or rescheduled on short notice, the reserved time cannot usually be re-filled, and it has a “ripple effect.” Our cleaning technicians are scheduled and prepared to work, other clients have already been informed of our estimated arrival day and time, and wages are still owed for that time. In addition, administrative and operating expenses—travel time, supply preparation, scheduling, and payroll processing—are already incurred. For this reason, short-notice cancellations or reschedules result in a fee designed to offset our direct costs and the wages lost by our staff. Please give us as much notice as possible if you have any upcoming changes to your regular cleaning schedule.

Appointment Reminders

We send a courtesy reminder ~6 days before your upcoming appointment. Please reply then (or ideally before) if you have a conflict.
We send a second reminder ~2 days before your appointment.

Please keep your contact info current so you always receive reminders.

Rescheduling, Moving, and Cancellations

We kindly ask that Clients to notify us with as much advance notice as possible if there will be an upcoming change to your normal cleaning schedule.
Please give at least two (2) business days’ notice to cancel or reschedule (or more if you know sooner).
Cancellations with less than 2 business days’ notice are billed at 50% of the scheduled service fee.
Same-day (<24 hours), “skip,” no-show, or lockout/no-access is billed at 100% of the scheduled fee.

These fees cover the direct costs of lost labor and scheduling disruption.

Repeated short-notice changes (more than 2–3 times per year) may result in losing your preferred day/time slot and/or require pre-payment for future bookings.

Recurring Service & "Skip" Policy

Consistent scheduling helps us deliver reliable service, stable employment for our team, and predictable results in your home. When a recurring cleaning is skipped or delayed, it often:

Increases the time needed at the next cleaning (a longer gap usually means a dirtier home),
Pushes your future appointment into an already-booked week, causing schedule strain,
Results in lost revenue for that reserved time slot (we usually can’t backfill it on short notice), and
Reduces income stability for our cleaning technicians, which can lead to turnover and inconsistent availability.

We kindly ask recurring clients to avoid skipping unless absolutely necessary. If you’ll be away, have guests, etc., we encourage you to keep the appointment (or shift it within the same week when possible) and either:

Request a modified/custom cleaning (for example: detail specific areas, oven interior, appliance fronts, organizing projects), or
Let us focus on deeper or less-frequent areas so your reserved time is still fully used.

If you ask us to “skip next time and just come the following week instead,” your normal rotation will not automatically move forward unless specifically requested and approved (subject to availability). This protects schedule stability for all clients and income stability for our staff.

At-a-Glance

Rescheduled within the same week (with 2+ business days’ notice and subject to availability): no fee.
Less than 2 business days’ notice: 50% of that visit’s cost (charged to the payment method on file).
Within 24 hours, no-show, or lockout/no access: 100% of anticipated fee (charged to the payment method on file).
If ICS must reschedule (e.g., illness, weather, vehicle issues), we will offer the earliest available slot. If declined, you may skip without penalty..
Frequent changes: may lose priority scheduling; pre-payment may be required.

Service Window, Holidays & Closures

Normal operating window is Monday–Friday, 8:00am–6:00pm (evening/weekend by arrangement). Arrival “windows” are estimates. Please ensure reliable access for the full day of your appointment (details in the Access section below).

ICS may be closed on U.S. major holidays (New Year’s Day, Memorial Day, Independence Day, Labor Day, Veterans Day, Thanksgiving Day, Christmas Day). If a holiday falls on a weekend, ICS may observe it on the nearest weekday. ICS may also observe additional days at its discretion (for example, Black Friday, Christmas Eve, New Year’s Eve). ICS may also implement 1–2 weeks of planned closure annually (e.g. company-wide vacation or training). When closures affect your recurring service, we’ll give advance notice and offer priority rescheduling where possible.

If we offer a reschedule and it doesn’t work for you, we’ll provide the next available option. If we arrive on a normal business day and cannot access (lockout), the Lockout/Access policy below applies.

Deposits & Advance Payments

A non-refundable deposit equal to 60% of the total service fee is required to confirm one-time or initial cleaning appointments. That deposit is collected via secure ACH by default (preferred). You may request to pay the deposit by credit/debit card instead; if you choose that option, a processing fee of 2.9% + $0.60 per transaction is added to the invoice and is the Client's responsibility.

Your deposit is applied to the total invoice once service is completed.

If the client cancels, the deposit is forfeited. It is applied toward direct costs and staff wages lost due to that cancellation, because that reserved time typically cannot be filled last-minute.
If ICS cancels, the deposit is fully refunded.

Automatic payment & service fee: For one-time or first-time cleanings where ICS must automatically charge the payment method on file because the invoice was not paid by close of business on the day of service, a Service Fee of up to 4% may be added. This helps offset card processing costs and supports equitable pay for our cleaners. This Service Fee is not a gratuity. It applies only when ICS has to run the charge automatically due to nonpayment by end of day.

Because cleaning services are performed and completed at the time of service, payments processed under this policy are final and not eligible for reversal, chargeback, or dispute. Any quality concerns will be addressed directly under our Satisfaction Guarantee (see “Quality of service, satisfaction & disputes”).

By scheduling service and/or submitting a deposit, you authorize ICS to collect the deposit by ACH or credit/debit card, invoice the remaining balance at completion, and charge any unpaid balance (including any processing/service fees and cancellation fees) to the payment method on file according to these Terms.

Payments, Late Fees & Collections

Residential Clients

Payment is due in full on the day of service unless other arrangements are preapproved in writing.
If payment is not received by close of business that same day, ICS reserves the right to charge the payment method on file for the remaining balance, including any applicable processing fees, in line with company policy.
All clients are required to maintain a valid payment method on file unless ICS agrees otherwise in writing.
Credit/debit payments incur a 2.9% + $0.60 processing fee.
ACH payments incur a 1% fee (ICS covers that cost; no added charge to you).
Payments not received within 5 days after service incur a $35 late fee to cover administrative/processing costs.
Balances more than 30 days past due accrue interest at 1.5% per month (18% APR) until paid in full.
If legal or collection action is required, the client agrees to pay all reasonable costs of collection, including attorney’s fees, court costs, and administrative expenses.

Commercial Clients

Invoices are Net 15 days unless otherwise approved in writing.
Late payments are subject to a $35 fee and interest at 1.5% per month (18% APR) on the unpaid balance.
Credit / debit card payment (instead of check or ACH) incurs a 2.9% processing fee.
Commercial clients may request Net 30 terms in advance (subject to ICS approval).
Accounts more than 30 days past due may be suspended until paid in full.
If payment remains outstanding, ICS reserves the right to charge the stored payment method on file (plus processing fees and late fees).
If legal or collection action is required, the client agrees to pay all reasonable costs of collection, including attorney’s fees, court costs, and administrative expenses.
For commercial clients who normally pay by check: if ICS must instead run a credit/debit card to collect on past-due invoices, applicable card-processing fees will be added to the total.

Commercial Add-Ons (where applicable)

Insurance / COI: Certificate of Insurance is available upon request. Additional insured or waiver endorsements may affect pricing.
Building rules/access: We will comply with reasonable site rules provided in advance. Client is responsible for securing badges, keys, elevator reservations, or access windows.

Right to assign/subcontract

ICS may assign or subcontract qualified personnel as needed.

Scope & change orders

Changes to scope, frequency, or materials must be requested through ICS management and may impact pricing/schedule.

Payment Security

Payment data is processed through our PCI-compliant provider (Stripe). ICS does not store full card or bank details internally. By using ICS services, you agree to keep a valid payment method on file and you authorize ICS to process payments for invoices, deposits, balances, late fees, processing fees, cancellation fees, or other charges consistent with these Terms.

Overdue Sequence & Suspension (all clients)

1–2 days late: courtesy reminder.
5 days late: past-due notice; $35 late fee may apply.
Any outstanding balance: future services may be suspended until all amounts (including fees) are paid in full.
30+ days late: account may be placed with collections. All reasonable costs of collection (attorney’s fees, court costs, third-party collection costs) will be billed to the client.

Payment Disputes & Service Quality

Cleaning services are performed and completed at the time of service. Full payment is due upon completion or on the same day. If you believe any portion was incomplete or unsatisfactory, you must notify ICS within 24 hours so we can inspect and correct it (see “Quality of service, satisfaction & disputes”).

Clients agree that any concerns about service quality will be addressed directly with ICS — not through chargebacks, reversals, or third-party disputes for deposits, cancellation fees, completed services, or balances owed under these Terms. If we do not receive notice within 24 hours, or if you decline an offered correction visit, the service is considered completed and accepted “as rendered,” and payment remains due in full.

Repeated late payments may result in loss of priority scheduling. Services may be paused or removed from rotation until the account is current.

Returned Payments / NSF checks

Any returned or declined payment — including NSF checks, ACH rejections, or charge reversals — will incur a $35 fee in addition to any bank charges. The unpaid balance must then be paid immediately via certified funds, ACH, or credit/debit card. ICS may reprocess the stored payment method or send the account to collections if payment is not received within five (5) business days. All collection costs, including attorney’s fees, court costs, and administrative expenses, are the responsibility of the client.

Automatic Payments & Processing Fees

By using ICS services, you agree to keep a valid card or bank account on file and you authorize ICS to process payments for invoices, balances, deposits, late fees, processing fees, cancellation fees, and other charges allowed under these Terms. Where automatic payment or credit/debit card processing is used, a small convenience fee may be added to help offset processor costs and ensure our cleaning technicians receive their full wages.

If you remove or disable your payment method on file during or immediately after service — before payment is successfully processed — the outstanding balance is still immediately due. ICS may pursue lawful collection and you will be responsible for all related costs (administrative, processing, attorney/collection fees).

Time-Block Policy

Each cleaning appointment is reserved exclusively for your property for either (a) the estimated amount of time required, or (b) a specific Time Block. That Time Block is held just for you and cannot be reassigned once scheduled.

If our team completes all requested tasks before the reserved time ends, you’re welcome to request additional reasonable tasks within the remaining time (if you’re available to direct us or if you’ve given clear instructions in advance).

If no additional work is requested, or if there isn’t enough time left to reasonably start and finish another task, the appointment may end early. Because the Time Block was reserved specifically for your service, no refund or credit will be issued for unused time.

Access, Arrival Window & Lockout

You must provide reliable access to your property for the entire day of your scheduled cleaning. Because of normal field realities — traffic, weather, illness, other clients canceling, schedule shifts to backfill gaps — our team may arrive earlier or later than the original estimate. We do our best to honor windows, but flexibility is required so we can keep staff working, avoid long unpaid gaps, and keep service fair for all clients.

To ensure smooth service:

Provide reliable access (lockbox, keypad code, hidden key, etc.) for the full day of your cleaning.
Make sure codes, keys, lockboxes, gates, and alarms work and that ICS has current instructions.
Ensure anyone else onsite (guests, contractors, etc.) knows we’re scheduled.
Secure pets as needed.
For safety, our cleaners lock doors while working and do not allow unknown individuals into the property.

Keys, Lockboxes & Codes

You are responsible for providing accurate access info and keeping it up to date. ICS safeguards keys/codes and limits access to authorized staff. In the rare event of a lost key, ICS will reimburse reasonable rekeying costs up to $75. ICS is not responsible for alarm/gate malfunctions or outdated access instructions.

Lockout / No Access

If we arrive and cannot access the property, or are turned away for any reason, the visit is billed at 100% of the anticipated service fee. This includes (but isn’t limited to):

We cannot enter, cannot disarm an alarm, or are denied entry,
Utilities (water, power, HVAC, lighting) are off or unsafe,
An aggressive or unsecured pet prevents safe entry/work,
Conditions are unsafe, unsanitary, or our team is made to feel uncomfortable, or
The client declines service on arrival.

As a courtesy, we will wait up to 15 minutes after arrival to gain access. That wait time counts toward your cleaning time and may either reduce the scope of work or result in additional charges if extra time is needed to finish.

Because each appointment block is reserved exclusively for your property, last-minute access or safety issues cause lost wages for our cleaners and lost revenue for the business. Reliable access and reasonable flexibility allow us to deliver consistent service and keep great staff.

Vacuum Policy (Residential)

Effective April 6, 2024, ICS no longer provides vacuums for routine residential maintenance cleanings. This helps reduce cross-contamination of germs, odors, and allergens from one property to another.

Client-Provided Vacuums

Please provide a working household vacuum that’s ready to use.
We’ll empty the canister or bag after use.
You’re responsible for normal maintenance (belts, bags, filters, etc.).

ICS is not responsible for normal wear or mechanical issues from standard use of your vacuum. Our responsibility is limited to using it appropriately and emptying it after use.

ICS Backup Vacuums

If your vacuum is unavailable or not working, ICS can provide a backup unit to complete service. A $10 equipment fee applies to cover transport, maintenance, cleaning/sanitizing of our vacuum.

Pets & Safety

We genuinely love pets. We also have to keep them — and our team — safe.

General Pet Policy

Friendly, well-behaved pets may remain in the home during cleaning.
Please tell us in advance if a pet is territorial, anxious, or reactive with strangers.
If a pet is aggressive, unrestrained, or interferes with cleaning, we may pause or stop service. The appointment may still be billed in full under the lockout/no-access policy.
We do not clean litter boxes, pet accidents, or pet waste.

Pet Safety

We take reasonable steps to prevent escapes, but you are responsible for securing pets who dart, hide, or try to bolt through doors. ICS is not responsible for injury, illness, escape, or stress reactions of unsecured pets.

If Conditions Are Unsafe

If an animal displays threatening behavior (growling, lunging, blocking entry), our team will not enter or will leave immediately. If we cannot safely complete the visit for this reason, the full scheduled fee still applies.

Client Preparation & Home Readiness

Preparation makes a huge difference in the quality and efficiency of your cleaning. Please also review “Access, arrival window & lockout,” above.

Before Your Appointment

Pick up and declutter floors and surfaces so we can clean them.
Wash and put away dishes (we’ll clean around remaining items if needed, but clutter limits results).
If you want beds changed, leave clean sheets out on each bed.
Secure or remove valuables (cash, jewelry, prescription meds, small electronics, important documents, firearms).
Make sure utilities (water, power, HVAC/temperature, lighting) are on and safe.
Leave any special instructions or “please skip this area” notes somewhere obvious.
Secure pets as needed.
If oven interior cleaning is scheduled, please run the self-clean cycle the day before.

Cluttered / Overly-Full Surfaces

Countertops, desks, dressers, and other surfaces should be reasonably clear so we can wipe them. We will clean around décor or personal items when needed, but we do not reorganize, sort, or move large amounts of personal belongings.

If excessive clutter prevents proper cleaning, ICS may (a) adjust the scope to focus on accessible areas only, (b) reschedule, or (c) apply additional time/fees. Time spent picking up or clearing surfaces reduces the time left for detailed cleaning and may incur extra hourly charges.

Valuables & Firearms

Please secure cash, jewelry, small electronics, prescription medications, and other valuables in a safe location before service. This protects you, protects our team, and avoids misunderstandings. ICS is not responsible for unsecured valuables left in plain view.

For safety, all firearms and weapons must be safely stored and secured prior to arrival. ICS will not handle firearms or ammunition. If an unsecured weapon is found, service may be paused or declined until it is secured. The visit will still be billed for the full scheduled time.

Utilities & Safe Working Conditions

Our cleaners require safe, workable conditions: adequate lighting, ventilation, and clear walkways. If utilities are unavailable, access is blocked, temperatures are extreme, or conditions are unsafe (for example, pest infestation, unsanitary hazards, known biohazards), ICS may cancel or reschedule. That visit may still be billed under the lockout/no-access policy.

Limits, Exclusions & Safe Work Practices

We will not climb higher than a small step stool, move heavy/bulky furniture or major appliances, or perform biohazard remediation (mold, bodily fluids, etc.).
We do not provide pest removal, hoarding cleanup, carpet/upholstery shampooing, or exterior window cleaning unless explicitly quoted and accepted in advance.
If you ask us to use your personal cleaning products or tools, we’ll do so carefully, but we assume no responsibility for their performance or any resulting damage.
Cleaning may be paused or rescheduled if conditions are excessively hot/cold or otherwise unsafe for extended work.
Our cleaners may lock doors while working, may avoid interaction with unknown individuals onsite, and may leave immediately if they feel unsafe or uncomfortable for any reason.

We reserve the right to refuse or discontinue any task or service that could compromise the health, safety, or well-being of our staff, you, or your property.

After Your Appointment

Please pay your invoice promptly. Payment is due upon completion of service or upon receipt of invoice unless prior arrangements have been made.
Please report any concerns within 24 hours so we can address them quickly.
When you receive a quick rating request by text or email, please respond — it directly supports scheduling fairness, staff recognition, and quality control.
If you loved your service, please consider leaving us a Google Review. Your feedback helps our team and our small business grow.

Questions or feedback? Email info@icscleans.com or call (423) 838-8070.

Illness, Weather & Unforeseen Circumstances

Illness

Because cleaning involves close contact with surfaces in your home or business, we take illness seriously. If you, someone in the household, or anyone onsite is actively contagious (fever, vomiting, flu, COVID-19, RSV, etc.), please let us know and reschedule in advance. Appointments rescheduled with at least 24 hours’ notice for illness will not be charged a cancellation fee.

For everyone’s well-being, ICS team members are also required to stay home when contagious. If a sick team member affects your appointment, we’ll reschedule you as soon as possible.

By using our services, you acknowledge that cleaning involves physical presence and some inherent risk of disease transmission. You agree to assume that risk and release/hold harmless ICS, its owners, employees, and agents from claims related to illness or disease transmission arising from cleaning services.

Weather / Unsafe Travel

If severe or unsafe weather is expected or occurring, ICS may determine it is not safe for staff to travel or to carry equipment. In that case we may cancel or reschedule your appointment to the next available date. We will make reasonable efforts to notify you promptly and get you rescheduled. Weather-related cancellations initiated by ICS will not incur a fee.

If you choose to cancel for weather-related concerns, please give us as much notice as possible so we can adjust staffing and routes.

ICS is not liable for delays or non-performance caused by weather or other conditions outside our control.

Unforeseen Circumstances

In cases of sudden staff illness, vehicle breakdown, traffic incident, or other circumstances beyond our control, ICS may need to adjust your arrival window or reschedule. We’ll offer the next available appointment.

Cameras, Privacy & Recording Devices

We respect that many clients use cameras for security, and we also protect the dignity and safety of our staff.

Visible security cameras in common areas are fine.
Video or audio recording is not permitted in bathrooms or other private areas while ICS staff are present.
Hidden/undisclosed cameras or hidden audio recording are prohibited. This may result in immediate termination of service and billing of the full scheduled fee.
If cameras are active in service areas, we request that they remain in plain view when possible, to maintain transparency and trust.

Open communication about privacy keeps everyone comfortable.

Damage & Liability

We take great care in every home and business we serve. Cleaning requires physical contact with many surfaces and items, so some level of risk is inherent. The following terms help clarify responsibilities.

Client Responsibilities

Please inform ICS before your appointment of any fragile, antique, sentimental, or one-of-a-kind items; any damaged/unstable fixtures; and any surfaces or materials that need special care or specific products.
If you have preferred cleaning products or written care instructions, please provide them in advance.
Please ensure shelves, blinds, fixtures, wall décor, etc., are properly secured.
ICS assumes no responsibility for damage, loss, or injury caused by faulty plumbing or electrical, improperly secured fixtures or décor, unsealed stone or flooring, or homeowner/client-supplied products or equipment.
Normal wear, deterioration, and pre-existing damage are outside ICS’s control.

ICS Responsibilities

If damage occurs directly as a result of our actions, ICS will:

Notify you promptly and discuss next steps, and
At our discretion, repair or replace the item at current fair market value, or issue a reasonable credit toward future service.

ICS prefers to avoid handling highly sentimental or irreplaceable items. If such an item is damaged, a demonstrable dollar value must be provided before any settlement can be considered.

Damage Reporting & Verification

All claims of damage or loss must be reported to ICS within 24 hours of the completed service and should include photos or other documentation when possible.
Claims made outside that window, or without reasonable proof, may not be eligible for compensation.
If a claim is made but there’s no documentation/witness and the assigned cleaners deny responsibility, ICS will review all available records, photos, and team reports in good faith. ICS’s determination will be final.

Valuation of Damaged Items

If we verify damage, reimbursement (if applicable) is based on current fair market value, using (for example) original receipts, comparable replacement listings for similar age/condition, or professional repair estimates. We do not reimburse sentimental value, collector value, or undocumented valuations.

ICS will determine whether a damaged item will be repaired, replaced, or credited based on that fair market value. If you request reimbursement beyond that value, ICS may instead elect to arrange repair or issue a credit equal to the verified reasonable value.

Liability Limitations

By engaging ICS, you acknowledge normal cleaning work involves inherent risks. You agree to indemnify and hold harmless ICS and its cleaners from any claims, property damage, loss, or personal injury arising from normal cleaning methods, products, or services performed with reasonable care.

ICS carries general liability insurance for your protection; however, ordinary cleaning activities that are performed safely and with reasonable care do not constitute negligence. The total liability of ICS for any claim, loss, or damage of any kind (whether in contract, tort, or otherwise) will not exceed the total amount you paid for the specific service in question.

Quality of Service, Satisfaction & Disputes

Our goal is consistent, high-quality service. We stand behind our work with a 24-hour satisfaction guarantee.

Walkthrough & Immediate Feedback

We encourage you to do a quick walkthrough with our team before they leave, whenever possible.
If you notice anything you’re unhappy with, please tell us before we depart so we can correct it immediately.
If you are unavailable or decline a walkthrough, the work is considered accepted “as is,” and payment is due in full.

24-hour Satisfaction Guarantee

If you are dissatisfied with any part of your cleaning, notify us within 24 hours of completion.
Refunds are not offered; instead, ICS will return within two (2) business days to inspect and correct any verified issues.
Payment for the original service is still due at completion. We correct work rather than discount it.
If a verified correction requires additional time beyond what was purchased, that time is billed at $60/hour (0.5-hour minimum).
ICS will not return to perform corrective work for accounts with an outstanding or past-due balance.

Invoicing & Gratuities

After each visit, you’ll receive an invoice via text or email with a secure payment link. You may add a gratuity when paying, or leave a clearly labeled cash tip on-site. Tips are never expected, but always appreciated. 100% of client-provided gratuities go directly to the cleaning technician(s) who performed your service.

Completed Services & Disputes

Cleaning services are performed and completed at the time of service. Once services have been rendered, payment is due and considered final. ICS will promptly review and correct any verified deficiencies directly with you as described above. Payments may not be reversed, withheld, or disputed through a bank or card processor (including chargebacks) for deposits, cancellation fees, or completed services covered by these Terms.

Unauthorized Chargebacks

If a client initiates a chargeback or dispute for a completed or otherwise authorized charge, any resulting bank, administrative, or processing fees incurred by ICS will be added to the account balance, in addition to the original amount owed. ICS will provide documentation (service logs, invoices, communication records, etc.) to the processor as needed.

Removal or Disabling of Payment Method

A valid payment method must remain on file for scheduled or active services. If a client removes, revokes, or alters their stored payment method during or immediately following service — before payment is successfully processed — the outstanding balance is still due immediately. ICS may pursue collection by any lawful means, and the client will be responsible for all related costs, including administrative expenses and reasonable attorney/collection fees.

Insurance, Licensing & Coverage

ICS is a fully licensed, insured, and bonded professional cleaning company. We maintain general liability insurance, bonding coverage, and workers’ compensation insurance for all employees, in compliance with applicable law. Certificates of insurance can be provided upon request.

Our insurance applies only to accidental property damage or bodily injury caused directly by our actions or negligence while performing authorized cleaning services. Coverage does not extend to:

Pre-existing damage or normal wear and tear,
Items/fixtures that are unstable, improperly secured, or inherently fragile,
Client-provided products, tools, or equipment, or
Work performed outside the agreed-upon scope of service.

Clients are responsible for maintaining adequate homeowners’, renters’, or business insurance for their property and belongings, and for informing ICS of any hazards or conditions that could create risk. ICS is not liable for losses that exceed our policy limits or fall outside covered scope. As stated above, ICS’s total liability for any claim will not exceed the amount paid for the specific service in question.

Equipment, Supplies & Product Safety

Our Standard Products

ICS uses professional-grade cleaning solutions and tools that are selected for safety, performance, and consistency. For routine maintenance cleanings, ICS uses environmentally responsible/“green” products (for example, Envirox H2Orange 117–type multipurpose solutions) whenever practical to reduce harsh chemical exposure in homes and workplaces while still delivering effective cleaning results. Our goal is to balance cleanliness, safety, and sustainability for clients and staff.

Product Safety & Allergies

Every home and workplace is different. Please notify ICS in advance of any known allergies, sensitivities, respiratory concerns, or product restrictions so we can make reasonable accommodations where possible. While we will do our best, ICS cannot guarantee an allergen-free environment.

If you request in writing that we avoid traditional or chemical-based alternatives and use only our approved “green” products and methods, ICS will honor that request whenever practical for the scope of service.

Client-Supplied Products & Equipment

If you prefer that we use your specific cleaning products, they must be provided in clearly labeled containers and placed in an accessible spot before service begins. ICS is not responsible for any reduced effectiveness, residue, damage, or other outcome related to client-supplied products. If you ask us to use your personal equipment (vacuums, steamers, specialty tools), we will operate them carefully but assume no liability for malfunction, wear, or resulting damage. All client-supplied equipment must be safe and in working condition.

Safety Data Sheets (SDS) & Safety Obligations

We prioritize the health and safety of our staff and comply with workplace safety rules. If you request that we use a nonstandard product (especially any chemical, solvent, degreaser, etc.), you must also provide the Safety Data Sheet (SDS) for that product in advance and confirm it is appropriate for residential/commercial cleaning. ICS reserves the right to decline use of any product that appears unsafe, unlabeled, or lacks required SDS documentation.

If any injury, illness, damage, or contamination results from client-supplied products or equipment, the client assumes full responsibility.

Cost of Service, Scope & Add-Ons

Deep clean / Initial Clean

Initial or deep clean services are typically billed by labor hours (per cleaner per hour) or by an agreed-upon package price. Deep cleaning can take significant time — often 10+ total labor hours for an average home, and sometimes far more depending on size, buildup, pets, etc.

The charge is for the labor time performed, not a guaranteed list of outcomes. In some cases, it may not be possible to fully complete every requested task within the originally purchased or budgeted time. If more time is required, we will inform you and you may either approve additional time (at the then-current hourly rate) or choose to stop at the agreed budget.

Recurring / Maintenance Service

Recurring maintenance cleanings are usually based on a set scope and expected frequency. A typical maintenance visit for a normal home often takes 3+ total labor hours (combined across all assigned cleaners), but actual time depends on conditions, clutter, pets, and requested detail.

If we cannot complete the agreed-upon areas within the reserved Time Block due to extra buildup, clutter, or conditions, we’ll let you know. You may either approve additional time (subject to availability) or keep the original Time Block and we’ll complete as much as possible within that window.

If recurring cleanings are skipped or delayed, the following visit will often take longer. The next visit may be billed at a higher “less frequent” rate (often +5%–10%) or may require additional time. Longer gaps = more buildup = more labor.

Add-Ons, Custom Requests & Changes to Scope

All add-ons or changes to scope must be scheduled through ICS management in advance (not directly with cleaners in the field). Field staff are not authorized to change scope, extend time, or quote new work on-site without approval.
Popular add-ons include: tidying/organization, laundry, dishes, garage touch-ups, wet-wiping baseboards/trim, blind dusting, interior windows (reachable), oven interior (after you run self-clean), fridge interior, packing/unpacking, and pet-waste pickup in the yard.
Whenever possible, please request add-ons 2+ business days in advance so we can hold extra time. Same-day add-ons are subject to availability and may carry a rush/last-minute surcharge.
We’re happy to give ballpark estimates by phone/text. Final billing is based on on-site conditions, and any extra time/fees beyond the original scope must be approved (text/email is fine) before we proceed.

What’s Included vs. Not Included

Included: A trained professional team; standard tools/supplies (see “Equipment, supplies & product safety”); labor within the reserved Time Block; normal disposal of routine household debris.

May incur extra charges: Extra time beyond the original quote; specialty or last-minute requests; excessive clutter/hoarding conditions; pest/biohazard conditions; significant access delays/lockouts; special/specific products or equipment (see “Equipment, supplies & product safety”).

Not included unless separately quoted: Repairs, mold remediation, pest control, hoarding cleanup, carpet/upholstery shampooing, exterior window cleaning, or any work that falls outside normal residential/commercial cleaning.

Related policies that also apply:

Payments, late fees & collections (see “Payments, late fees & collections”).
Cancellation/reschedule rules (see “Scheduling, rescheduling & cancellations”).
Time-Block policy (see “Time-block policy”).
Quality follow-ups and satisfaction guarantee (see “Quality of service, satisfaction & disputes”).

Rate Adjustments & Annual Increases

ICS periodically reviews pricing to ensure fair compensation for our team and to reflect changes in labor costs, insurance, supplies, and other operating expenses.

Automatic annual adjustment (recurring service): Beginning January 1, 2027, recurring service rates are subject to an automatic annual adjustment of approximately 4–6% each January 1. This scheduled adjustment is intended to track cost-of-living and inflation trends, maintain competitive wages for our cleaning professionals, and prevent larger, unpredictable price jumps later. This increase is automatic once you’ve accepted these Terms. As a courtesy, ICS may issue a reminder in December and will keep current information available on our website.

Additional adjustments may also occur if your scope, frequency, or property conditions change materially, or if there are extraordinary cost increases (for example, major changes in labor or insurance costs).

Health, Safety & Right to Refuse Service

Every client location is considered a workplace for our employees. ICS is legally and ethically obligated to provide a safe, healthy, and respectful work environment for our team while they are on site.

Workplace Safety & Respectful Environment

If at any point our cleaners encounter unsafe, unsanitary, hostile, or high-risk conditions — including threatening behavior, harassment, drug-related hazards, exposed sharps, or other situations that make them feel unsafe — they are instructed to stop work and leave immediately. The full anticipated service fee may still apply because that Time Block was reserved for your property and cannot be rebooked last-minute, and because our staff must still be paid for their scheduled time.

Pests, Infestations & Sanitation Hazards

If we observe evidence of pest infestation (roaches, fleas, bedbugs, rodents, etc.), we will stop immediately for safety and contamination control. The full anticipated cleaning cost will still be billed, plus a $50 quarantine/sanitation fee to disinfect or replace exposed supplies/equipment. Before service resumes, you must provide written confirmation or a certificate from a licensed exterminator stating the issue has been professionally treated and resolved.

Excessive Clutter / Hoarding Conditions

If we arrive and find excessive clutter, hoarding-level buildup, or unsafe accumulations of belongings or waste that were not disclosed in advance, we may either (a) adjust the scope to focus only on accessible areas, or (b) pause or discontinue service. In either case, the full anticipated service cost will still be billed because the reserved Time Block was dedicated to your property. Hoarding cleanup falls outside standard residential cleaning and must be quoted separately.

Illegal Substances, Sharps & Hazardous Materials

If we observe illegal substances, suspected illicit drug activity, or drug-related paraphernalia — including syringes, needles, or other sharps — our team may pause or terminate the visit immediately. If no direct contact occurs, the team will leave for safety reasons and the full anticipated service cost will still apply. If any ICS equipment or supplies are exposed to suspected contamination, a $75 sanitation/replacement fee may be added to cover decontamination or disposal.

ICS reserves the right to refuse or discontinue service permanently if a property or client environment is deemed unsafe, unsanitary, unlawful, or otherwise inappropriate for work.

Staffing & Substitutions

ICS may assign or substitute qualified personnel or teams to meet scheduling needs. All personnel are background-screened, insured, and trained to ICS standards. While we make every effort to keep your service consistent, substitutions may be necessary to cover vacations, illness, emergencies, or other scheduling needs.

Training & "Flex" Properties

ICS is committed to ongoing training and development. We reserve the right to conduct staff training in any client’s property during a scheduled cleaning. Training may include observation, quality assessments, performance evaluation, or side-by-side instruction by a lead tech or manager. These training activities do not change your rate or reduce the quality of your service.

All personnel participating in training are background-screened, insured, and bound by ICS policies. If you prefer not to have training occur during your appointment, you may notify us in writing and we will accommodate whenever feasible.

From time to time, ICS may designate certain homes or offices as “flex properties.” Flex properties can be used for training and can be rescheduled on short notice in exchange for a discounted service rate. Flex status is offered only to select pre-approved clients and is subject to specific conditions and availability.

Confidentiality

ICS will not disclose client information or observations about client premises to third parties except as required by law, to address safety concerns, or as needed to perform services (for example: coordination with our insurer, payment processor, or collections partner).

Photo Documentation & Marketing Use

ICS may take limited before-and-after photos of work areas to document quality, training, and safety compliance. These internal photos help us evaluate performance, confirm completion, and support training and accountability.

From time to time, ICS may also use carefully selected, non-identifying photos for marketing or promotional purposes (for example: website, printed materials, or social media). We take client privacy seriously:

We will not include personal/identifying details such as faces, family photos, mail, addresses, or uniquely identifying décor in publicly used images.
Photos are limited to work areas (e.g., kitchens, baths, common spaces).
You may opt out of marketing use at any time by notifying ICS in writing.

All photos remain the property of ICS and are used responsibly to ensure transparency, professionalism, and training excellence.

Data Security

ICS uses reputable third-party platforms (for example, Stripe for payments, scheduling/CRM software, secure email systems) to manage client data. While ICS takes reasonable precautions to protect personal information, no online system is 100% immune to unauthorized access, data breaches, or outages.

By using ICS services, you acknowledge and agree that ICS is not liable for losses, damages, or claims arising from third-party system failures, hacking incidents, or internet-related interruptions beyond our control.

Governing Law, Venue & Dispute Resolution

Cleaning services are performed and completed at the time of service. Refunds are not offered; verified deficiencies are corrected under our Satisfaction Guarantee (“Quality of service, satisfaction & disputes”).

In the event of a disagreement, both parties agree to attempt good-faith resolution through communication or optional mediation before taking legal action. All legal proceedings must be filed in Catoosa County, Georgia.

If either party initiates legal action to enforce these Terms or recover money owed, the prevailing party is entitled to recover reasonable attorney’s fees, court costs, and collection expenses, in addition to any other relief granted.

Force Majeure

Neither party is liable for delays or failures caused by events beyond reasonable control — including severe weather, utility outages, accidents, transportation failures, government or public health orders, labor disputes, or similar disruptions. The affected appointment will be rescheduled as the sole remedy.

Changes to Terms

ICS may update these Terms periodically. We will provide notice of material changes. Continued scheduling or use of our services after an update means you accept the revised Terms. The most current version is always available at https://www.icscleans.com/terms-of-service-2.

Acknowledgment & Acceptance

By requesting, scheduling, or continuing services with Integrated Design Solutions, LLC (dba Integrated Cleaning Solutions), you acknowledge that you have read, understand, and agree to these Service Policies, Terms & Conditions, including all fees, access requirements, safety policies, and payment obligations described above.

If you have any questions about these Terms prior to service, please contact us at info@icscleans.com or (423)838-8070. We’re happy to help.