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-of-service-2.

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 for your appointment.
Recurring Service: Cleaning service scheduled on an ongoing weekly, bi-weekly, monthly, or otherwise recurring basis.
Skip: A request to cancel, delay, move, or bypass one scheduled recurring appointment.

Quick Links

• Scheduling, Rescheduling, Cancellations & Skips
• Deposits & Advance Payments
• Payments, Late Fees & Collections
• Automatic Payments & Processing Fees
• Time-Block Policy
• Business Hours, Arrival Times & Access
• Holidays & Planned Closures
• Vacuum Policy
• Pets & Safety
• Client Preparation & Property Readiness
• Illness, Weather & Unforeseen Circumstances
• Cameras, Privacy & Recording Devices
• Damage & Liability
• Quality of Service, Satisfaction & Disputes
• Insurance, Licensing & Coverage
• Equipment, Supplies & Product Safety
• Cost of Service, Scope & Add-Ons
• Rate Adjustments & Annual Increases
• Health, Safety & Right to Refuse Service
• Personnel, Service Providers & Substitutions
• Training & Flex Properties
• Confidentiality
• Photo Documentation & Marketing Use
• Data Security
• Governing Law, Venue & Dispute Resolution
• Force Majeure
• Changes to Terms
• Acknowledgment & Acceptance

Scheduling, Rescheduling, Cancellations & Skips

ICS makes every effort to provide flexible, dependable service while maintaining consistent availability for all clients. To do this, our schedules, routes, and service capacity are carefully planned in advance.

Because each appointment reserves dedicated time on our calendar, we ask all clients to provide as much advance notice as possible for schedule changes, cancellations, or skipped appointments.

Why These Policies Matter

When you reserve a cleaning appointment, that time is specifically set aside for you. Our schedules, routes, service capacity, and appointment availability are typically planned approximately two weeks in advance based on recurring and confirmed appointments.

When an appointment is cancelled, skipped, or rescheduled on short notice, it creates a ripple effect that impacts much more than an open spot on our calendar.

Cleaning professionals reserve availability for confirmed appointments, other clients have already been scheduled around existing appointments, and last-minute openings usually cannot be refilled.

In addition, ICS has already invested time and resources into scheduling, route planning, administrative preparation, and other operating costs required to provide dependable service.

For this reason, short-notice changes, skips, or cancellations are subject to fees. These fees are not intended as a penalty, but help offset the real costs and disruptions caused by last-minute changes while allowing ICS to maintain reliable availability and continue delivering consistent service to our clients.

Please notify us as early as possible if you anticipate any changes to an upcoming appointment or your regular cleaning schedule. Advance notice gives us the best opportunity to accommodate your request while minimizing disruptions to our cleaning professionals, operations, and other clients.

Appointment Reminders

ICS sends courtesy reminders prior to scheduled appointments.

7-Day Reminder: Schedule Review

Approximately seven (7) days before your appointment, you will receive your first reminder.

Schedules and routes are already planned; however, this reminder provides a final opportunity to review your appointment and notify us immediately if you have a conflict or need to request a change.

Whenever possible, please notify us of vacations, appointments, travel, closures, or other schedule conflicts before receiving this reminder.

3-Day Reminder: Final Confirmation

Approximately three (3) days before your appointment, you will receive your final reminder.

At this point, schedules and routes have been finalized. Changes requested after this reminder will typically fall within our short-notice cancellation/rescheduling policy.

Appointment reminders are provided as a courtesy. Clients are responsible for keeping track of scheduled appointments and maintaining current contact information.

Business Hours & Schedule Change Requests

Please submit scheduling requests during normal business hours whenever possible.

Requests received after hours, on weekends, or holidays will be reviewed the next business day. Please keep this in mind when requesting changes, as short-notice cancellation policies may apply.

Rescheduling, Cancellations & Skips

A request to cancel, move, delay, or “skip” a recurring cleaning is considered a schedule change because that appointment time has been reserved.

Whenever possible, we ask for at least two (2) weeks’ notice for planned changes.

Please see the Quick Reference Guide above for applicable timelines and fees.

Recurring Service & Skipped Visits

Recurring maintenance pricing is based on your selected cleaning frequency and maintaining a consistent schedule.

Recurring appointments are reserved in advance, and ICS plans service capacity based on our recurring client schedule. Consistent appointments allow us to maintain dependable availability, experienced cleaning professionals, and reliable service for all clients.

We strongly encourage recurring clients to avoid skipping scheduled visits whenever possible.

When a recurring cleaning is skipped or delayed, the additional time between visits often results in additional buildup and may require extra time at the next cleaning to return your space to its normal maintenance level.

We understand that some situations, such as vacations, closures, or travel, may not result in additional cleaning needs. However, if additional time is required due to the extended time between visits, additional cleaning time and fees may apply.

If you will be away, closed, have guests, or feel your space does not need its normal cleaning, we recommend keeping your appointment and allowing the reserved time to be used for:

• Rotating detail cleaning tasks
• Deeper cleaning areas not normally addressed during maintenance visits
• Less frequently cleaned areas
• Approved special projects or priority areas

This helps maintain your space, protects your preferred appointment availability, and allows ICS to continue providing consistent service.

Recurring Schedule Changes & Shifting Appointments

Recurring appointments are reserved based on your selected frequency, service area, route availability, and overall schedule.

If a recurring appointment is rescheduled or moved to a different week, the change applies to that individual appointment only unless a permanent schedule change is specifically requested and approved by ICS.

For example, if a bi-weekly client moves one appointment to the following week, their regular recurring schedule will typically remain unchanged. This may result in a shorter time between appointments afterward as we return to the original recurring rotation.

Permanent schedule changes are subject to availability and may not always be possible, as other clients are already scheduled on alternating weeks and routes are planned to maintain efficiency and availability.

Frequent Schedule Changes

Recurring appointment availability is limited and reserved for clients who maintain consistent schedules.

Clients who frequently skip, cancel, or request schedule changes may lose their preferred recurring day/time.

If frequent changes occur, ICS may need to move recurring appointments to available openings rather than maintaining a reserved priority spot.

Pre-payment may also be required for future appointments.

If ICS Needs to Reschedule

If this occurs, we will communicate as quickly as possible and provide the earliest available rescheduling options.

Business Hours, Arrival Times & Access

Office Hours: Monday–Friday, 8:00am–5:00pm.

Standard Service Window: Monday–Friday, 8:00am–6:00pm. Evening or weekend appointments may occasionally be available by arrangement.

Appointment times provided are estimated arrival windows, not guaranteed start times. While ICS makes every effort to arrive as close to the estimated time as possible, cleaning schedules are route-based and may shift throughout the day.

Because each day’s schedule depends on multiple appointments, travel routes, service times, access availability, and other factors outside of our control, appointment times may occasionally need to move earlier or later than originally estimated.

For example, a last-minute cancellation, lockout/no-access situation, extended service time, unexpected delay, or schedule adjustment can impact other appointments scheduled that day.

Please ensure ICS has reliable access for the full service day unless a specific time arrangement has been approved in advance. Flexible access allows us to adjust efficiently when unexpected changes occur while still completing scheduled appointments whenever possible.

If you have a specific timing restriction, appointment, meeting, or access limitation, please communicate this as early as possible so we can determine whether accommodations are available.

Messages, calls, or schedule requests received after hours, on weekends, or holidays will be reviewed the next business day.

Holidays & Planned Closures

ICS may be closed on U.S. major holidays, including New Year’s Day, Memorial Day, Independence Day, Labor Day, Veterans Day, Thanksgiving Day, and 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, such as Black Friday, Christmas Eve, New Year’s Eve, or other planned closure days.

ICS may also implement planned closures for company-wide vacation, training, administrative work, or operational needs. When planned closures affect recurring service, ICS will provide advance notice whenever possible and offer available rescheduling options.

If offered rescheduling options do not work for the client, the appointment may be skipped without penalty when the schedule change is initiated by ICS due to a planned closure.

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 lost availability because the 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. 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 currently covers that cost unless otherwise stated.
• Payments not received within 5 days after service may incur a $35 late fee to cover administrative/processing costs.
• Balances more than 30 days past due may 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, Access & Change Orders

• Insurance / COI: Certificate of Insurance is available upon request. Additional insured or waiver endorsements may affect pricing.
• Building rules/access: ICS 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 or service providers as needed.
• Scope & change orders: Changes to scope, frequency, or materials must be requested through ICS and may impact pricing or scheduling.

Payment Security

Payment data is processed through our PCI-compliant provider. 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

• 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, including attorney’s fees, court costs, and 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 unless otherwise approved in writing. 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 convenience or processing fee may be added to help offset processor costs.

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, including administrative, processing, attorney, and collection fees.

Time-Block Policy

Each cleaning appointment is reserved for your property for either the estimated amount of time required or a specific Time Block. That Time Block is held for your appointment and cannot always be reassigned once scheduled.

If all requested tasks are completed before the reserved time ends, you may request additional reasonable tasks within the remaining time, if you are available to direct us or if you have provided clear instructions in advance.

If no additional work is requested, or if there is not enough time left to reasonably start and finish another task, the appointment may end early. Because the Time Block was reserved 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 full day of your scheduled cleaning unless a specific access window has been approved in writing. Because of normal service realities such as traffic, weather, illness, supply needs, access delays, and schedule adjustments, arrival times may vary. We do our best to honor estimated windows, but reasonable flexibility is required so we can maintain service reliability for all clients.

To ensure smooth service:

• Provide reliable access, such as lockbox, keypad code, hidden key, or other approved method.
• Make sure codes, keys, lockboxes, gates, and alarms work and that ICS has current instructions.
• Ensure anyone else onsite, including guests, employees, contractors, or building staff, knows we are scheduled.
• Secure pets as needed.
• For safety, cleaning professionals may lock doors while working and may not allow unknown individuals into the property.

Keys, Lockboxes & Codes

You are responsible for providing accurate access information and keeping it up to date. ICS safeguards keys/codes and limits access to authorized personnel or service providers. In the rare event of a lost key caused by ICS, 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, are denied entry, or are turned away for any reason, the visit is billed at 100% of the anticipated service fee. This includes, but is not limited to:

• We cannot enter, cannot disarm an alarm, or are denied entry.
• Utilities such as water, power, HVAC, or lighting are off or unsafe.
• An aggressive or unsecured pet prevents safe entry or work.
• Conditions are unsafe, unsanitary, or inappropriate for service.
• 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 for your property, last-minute access or safety issues may result in the full scheduled fee being charged.

Vacuum Policy

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 is ready to use.
• We will empty the canister or bag after use.
• You are responsible for normal maintenance, including belts, bags, filters, and related upkeep.

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, and sanitizing of our vacuum.

Pets & Safety

We genuinely love pets. We also have to keep them, our clients, and cleaning professionals safe.

General Pet Policy

• Friendly, well-behaved pets may remain onsite 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, including growling, lunging, or blocking entry, cleaning professionals 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 & Property Readiness

Preparation makes a meaningful 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, or ensure sinks/counters are reasonably accessible.
• If you want beds changed, leave clean sheets out on each bed.
• Secure or remove valuables, including cash, jewelry, prescription medications, small electronics, important documents, and firearms.
• Make sure utilities such as water, power, HVAC/temperature, and lighting are on and safe.
• Leave any special instructions or “please skip this area” notes somewhere obvious or send them in advance.
• Secure pets as needed.
• If oven interior cleaning is scheduled, please run the self-clean cycle the day before if applicable.

Cluttered / Overly Full Surfaces

Countertops, desks, dressers, and other surfaces should be reasonably clear so they can be cleaned. We will clean around décor or personal items when needed, but we do not reorganize, sort, or move large amounts of personal belongings unless specifically scheduled as an approved add-on.

If excessive clutter prevents proper cleaning, ICS may adjust the scope to focus on accessible areas only, reschedule, or 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 cleaning professionals, 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 may still be billed for the full scheduled time.

Utilities & Safe Working Conditions

Cleaning professionals require safe, workable conditions, including adequate lighting, ventilation, and clear walkways. If utilities are unavailable, access is blocked, temperatures are extreme, or conditions are unsafe, including pest infestation, unsanitary hazards, or 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, including mold, bodily fluids, or similar hazards.
• 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 will do so carefully, but ICS assumes 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.
• Cleaning professionals 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.

ICS reserves the right to refuse or discontinue any task or service that could compromise the health, safety, or well-being of any person or 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 quality control and service improvement.
• If you loved your service, please consider leaving us a Google Review. Your feedback helps 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, business, or property, we take illness seriously. If you, someone in the household, or anyone onsite is actively contagious, including fever, vomiting, flu, COVID-19, RSV, or similar illness, please notify us 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, if illness affects availability for your appointment, ICS will communicate as soon as possible and work to reschedule you as quickly as we can.

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, personnel, service providers, 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 to travel or provide service. 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 schedules 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 illness, vehicle breakdown, traffic incident, supply issue, or other circumstances beyond our control, ICS may need to adjust your arrival window or reschedule. We will 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 cleaning professionals.

• Visible security cameras in common areas are fine.
• Video or audio recording is not permitted in bathrooms or other private areas while ICS is onsite.
• 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, business, and property 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, and similar items 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 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 ICS’s 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 is no documentation/witness and the assigned cleaning professional denies responsibility, ICS will review all available records, photos, and 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 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 owners, personnel, service providers, and agents 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 before service is completed, whenever possible.
• If you notice anything you are unhappy with, please tell us before we depart so we can correct it immediately when feasible.
• 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 with a 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 will 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. Client-provided gratuities are passed through to the cleaning professional(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, including service logs, invoices, and communication records, 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 licensed and insured professional cleaning company. We maintain business insurance appropriate for our operations, including general liability coverage. Certificates of insurance can be provided upon request.

Insurance applies only to accidental property damage or bodily injury caused directly by ICS’s 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.
• 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 products whenever practical to reduce harsh chemical exposure while still delivering effective cleaning results. Our goal is to balance cleanliness, safety, and sustainability.

Product Safety & Allergies

Every property 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, including vacuums, steamers, or 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 health and safety and comply with applicable safety rules. If you request that we use a nonstandard product, especially any chemical, solvent, or degreaser, 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 cleaning professional 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, use, and other conditions.

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 cleaning professionals, but actual time depends on conditions, clutter, pets, requested detail, property size, and other factors.

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

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

Add-Ons, Custom Requests & Changes to Scope

• All add-ons or changes to scope must be scheduled through ICS in advance. Cleaning professionals in the field are not authorized to change scope, extend time, or quote new work on-site without approval.
• Popular residential add-ons include tidying/organization, laundry, dishes, garage touch-ups, wet-wiping baseboards/trim, blind dusting, reachable interior windows, oven interior, fridge interior, packing/unpacking, and approved priority tasks.
• Popular commercial add-ons may include interior glass, appliance interiors, additional restroom detail, extra floor care, supply restocking support, or other approved site-specific tasks.
• 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 are 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 by text or email before we proceed.

What’s Included vs. Not Included

Included: Professional cleaning service; standard tools/supplies unless otherwise stated; labor within the reserved Time Block; normal disposal of routine 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
• Scheduling, Rescheduling, Cancellations & Skips
• Time-Block Policy
• Quality of Service, Satisfaction & Disputes

Rate Adjustments & Annual Increases

ICS periodically reviews pricing to reflect changes in labor costs, insurance, supplies, administrative expenses, service demand, and other operating costs.

Automatic annual adjustment for 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 and prevent larger, unpredictable price jumps later. This increase is automatic once you have 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, property conditions, service needs, or operating costs change materially, or if there are extraordinary cost increases.

Health, Safety & Right to Refuse Service

ICS is committed to providing safe, healthy, and respectful service environments. Clients are responsible for maintaining safe conditions at the property during service.

Safety & Respectful Environment

If at any point cleaning professionals encounter unsafe, unsanitary, hostile, or high-risk conditions, including threatening behavior, harassment, drug-related hazards, exposed sharps, or other situations that make the property unsafe or inappropriate for service, work may be paused or discontinued immediately. The full anticipated service fee may still apply because the Time Block was reserved and cannot usually be rebooked last-minute.

Pests, Infestations & Sanitation Hazards

If evidence of pest infestation is observed, including roaches, fleas, bedbugs, rodents, or similar issues, service may be stopped immediately for safety and contamination control. The full anticipated cleaning cost may still be billed, plus a $50 quarantine/sanitation fee to disinfect or replace exposed supplies/equipment. Before service resumes, you may be required to 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 adjust the scope to focus only on accessible areas, pause service, or discontinue service. The full anticipated service cost may still be billed because the reserved Time Block was dedicated to your property. Hoarding cleanup falls outside standard cleaning and must be quoted separately.

Illegal Substances, Sharps & Hazardous Materials

If illegal substances, suspected illicit drug activity, or drug-related paraphernalia are observed, including syringes, needles, or other sharps, service may be paused or terminated immediately. 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.

Personnel, Service Providers & Substitutions

ICS may assign, substitute, or subcontract qualified personnel or service providers as needed to meet client needs and scheduling requirements. While we make every effort to provide consistent service, specific individuals are not guaranteed unless expressly agreed in writing.

All individuals providing services through ICS are expected to meet ICS standards for professionalism, confidentiality, safety, and service quality.

Training & Flex Properties

ICS is committed to service quality and ongoing improvement. We reserve the right to conduct quality reviews, observation, or training-related activities during a scheduled cleaning when appropriate. These activities may include observation, quality assessments, service review, or side-by-side instruction by an experienced cleaner, lead, or manager. These activities do not change your rate or reduce the quality of your service.

All individuals participating in service or training-related activities are expected to follow ICS policies for professionalism, confidentiality, and safety. If you prefer not to have training-related activities 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, offices, or properties as “flex properties.” Flex properties can be used for training or schedule flexibility 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, such as coordination with our insurer, payment processor, scheduling software, or collections partner.

Photo Documentation & Marketing Use

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

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

• We will not include personal or identifying details such as faces, family photos, mail, addresses, business-confidential information, or uniquely identifying décor in publicly used images.
• Photos are limited to work areas such as kitchens, baths, offices, common areas, or other approved 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 support transparency, professionalism, quality, and training.

Data Security

ICS uses reputable third-party platforms, including payment processors, scheduling/CRM software, and secure communication 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, data breaches, 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. See “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 are happy to help.