iCi Support for Client

GENERAL QUESTIONS

For the purposes of these FAQ, iCi App means iCi Talent, Inc., a Delaware corporation, and all partners, subsidiaries, successors, assignees, and 3rd party vendors of iCi App.

What cities is iCi App active?

iCi App is available in the United States. Download iCi App to see what bookings are available in your area.

How does iCi App work?

For Talent iCi App makes it possible to build a network for themselves, control their schedule and book themselves on desired jobs! Clients turn to iCi App for a great experience that provides them with the booking services they need.

Who do you allow on iCi App?

You must be 18 and older to access our app! iCi App is for creatives such as hair stylist, stylist, make-up artists, models, photographers, magazines, casting directors, event staff, and other fashion oriented freelancers and clients.

How do I create a portfolio? 


You have the option to create your portfolio when you first sign up, or after log in by choosing “Edit Profile Details.” You can add/delete Photo and Change/Add your Profile Information.

I found a bug in the app.

We are always working to improve our app but sometimes a bug slips through the cracks. If you notice something that seems out of the ordinary, please email us at help@iciapp.com to get in touch with our client experience team! Please make sure you include as many details as possible, including instructions on how to replicate the issue and the type of phone you are using.

SUPPORT FOR CLIENTS

What is iCi?

iCi App is a two-sided market place mobile app platform that connects talent and clients instantly. You are able to book on the spot! No need to waste time emailing back and forth or going through casting calls. Bookings made easy with iCi! Please be sure to read iCi App Terms and Conditions and Privacy Policy before creating a profile on iCi App Platform.

POST A JOB

How do I make a booking?

Download the iCi App from iTunes on your mobile device. Sign up. Tap on the “My Jobs” tab, and create a job. It takes about 30 seconds!

What type of events can I cast?

You can use the iCi App to schedule all types of events such as private and corporate events, promotional events, trade shows, runway shows, fit, showroom, photoshoots and video jobs.

How to redeem promo code?

As a client, you can input promo code from the payment screen.

Can I book more than one (1) talent type?

You can create a booking with one talent type at the time or go ahead and create a new job with additional talent type in the iCi App!

Who is my talent?

Once you create a job, the talent who is available and interested will apply for your booking. Once you confirm the applied talent, expect them to show up at your upcoming booking. You can message the talent for additional details like parking instructions and what to bring.

What is PING? How do I request specific person or PING them?

If you have previously worked with a talent and would like to book them again, you can “PING” them. Ping is available after your job is posted. Just click on Job Details to see proposals, and click “Ping a Talent”. The talent that you have previously worked with will be shown and available for “Ping”. Once you send your “Ping”, talent will be notified with the details of for your upcoming job. If the talent is interested and available, they can apply for your future booking.

How far in advance should I request a talent?

We recommend to request your talent as soon as possible! Talent who is interested and available in your booking will apply. If you think the talent that applied is a right fit, you can book them right away!

What would my booking cost?

You set the fair price per booking! If the talent is interested and available for the booking, they will apply. If the rate is too low, try increasing it so more talent can be interested.

I cannot find talent for my event.

We are sorry to hear that you cannot find the perfect talent for your upcoming event. Try increasing your rate so more talent in the area can apply to. If this does not help, reach out to us hire@iciapp.com.

Adjust booking hours?

You cannot modify booking hours as this could create a conflict with the talent who applied for a specific schedule. If you want to adjust booking
hours, you will have to cancel and create a new event.

Add special request to your booking.

If you have specific instructions or requests, you can make a note to your talent in the iCi App before you post the job.

How do I contact my talent?

The message system in the iCi App will be available once you confirm the talent. This feature will be active until the end of the booking. Feel free to message the talent once all confirmed to discuss any additional details.

Change your email or address.

You can update your email and address whenever you need to by visiting iCi App, click on the “Profile” and click “Edit Profile Details".

DURING THE JOB

Do I need to be at my booking?

You do not need to be present at the booking, but make sure to coordinate details and check in information with talent prior to commencement of the job.

My talent is late.

We expect the talent using our app to provide the highest level of service. Feel free to message the talent on our app during booking hours to check on their arrival time. If no response, please contact the support team through “Contact Support” button on your job details screen. We aim to respond to urgent issues like this as soon as we can! We apologize for this lapse in service, and we hope you will give us a chance to make this right.

My talent did not come prepared.

We are sorry that your talent did not arrive prepared. Please be sure to rate your talent. A low rating helps us identify when talent are not living up to our standards.

My talent never arrived.

You should never have to deal with uncertainty around your booking experience, and we apologize for the lapse in service. Feel free to message the talent on our app during booking hours to check on their arrival time. If no response, please contact the support team through “Contact Support” button on your job details screen. We aim to respond to urgent issues like this within minutes. Again, our apologies. We hope you will give us a chance to make this right.

My talent left something behind.

Hey, thanks for being one of the good people out there and trying to get your talent belongings back to them. If you can still contact them through the message system, please do so. Otherwise reach out to support@iciapp.com and we will get it sorted out!

Unsatisfied service.

If you are not happy, we are not happy. We are sorry to hear that your talent's service did not live up to your expectations. We set high standards, and all of the talent on our platform are meant to provide quality service. Please be sure to rate your talent as your rating helps us to improve our services. If you would like, you can reach to our client experience team to explain the issue in details through “Contact Support” button on your job details.

My talent did not finish the job.

We are sorry that your talent left without completing the task. Please be sure to rate your talent as your rating helps us to improve our services. If you would like, you can reach to our client experience team to explain the issue in details through “Contact Support” button on your job details.

My talent left earlier.

Did you give your talent permission to leave? If that is not the case, please message the talent on our app during booking hours to check on their status. If no response, please contact support team immediately through “Contact Support” button on your job details screen to file a report.

Cancellation.

We know schedules can change quickly. Unfortunately, cancelling at the last minute can cause your talent to lose valuable work. You can cancel without a charge twenty-four (24) hours in advance, within twenty-four (24) hours from the booking start-date-and-time, you will be charged fifty percent (50%) of the scheduled rate for the booking. If you cancel within two (2) hours from the job start time, you will be charged the full rate.

Controversies between users.

a. Opening a controversy. In the event of complaints, the Client must inform the iCi App immediately as soon as an issue arise but no later than the end time of the project and state the grounds for the complaint. To this extent, the Platform provides “Contact Support” button available during your project or by emailing Support Team at support@iciapp.com.

b. Substantiating a controversy. Polaroid Photographs must be taken to provide evidence for the complaint.

c. Behavior during a controversy. While opening a controversy and submitting your complaint to iCi App you must release the Talent against whom complaints were made from the obligation to work. If professional photographs, video or voice recording are nevertheless taken using the Talent and/or Talent signed Talent Release Form for his/her work or likeness, the Client shall be considered as having waived all rights to complaint.

d. Friendly resolution of the controversy. If the Talent should be to blame for arriving significantly late, the Talent shall accordingly be obliged to work longer. If, owing to specific circumstances, this should prove to be partially or entirely impossible, please contact iCi App support team via “Contact Support” button to request refund for the proportionate part of the project rate.

AFTER THE JOB

How do I rate, can I change the rating?

After your booking is complete, we will send a notification for you to rate your talent. Your rating is very important for iCi App and helps us to improve our services. Unfortunately, you cannot go back and change your mind once you have rated, but if there is a problem you need to report, get in touch with our client experience team and we will get it fixed.

Request refund?

We rarely run into this issue, however if you are a client and you were charged incorrectly or unhappy with our service please contact our support team right away at support@iciapp.com. If the refund is approved, please allow around ten (10) business days for refund to be shown on your bank account.

I was charge incorrectly.

We are sorry for the confusion. Check out a breakdown of your charges by viewing the payment details on your “Job History” page. If there is a mistake, reach out to our support team at support@iciapp.com and we will help you get sorted out.

View Payment details and receipt.

You can view the payment details by logging in the iCi App. Click on your "Profile" Tab in iCi App and press "Job History".

Request Invoice.

Once your booking is complete and would like to receive the invoice for your records, please log in to the iCi App, select “Profile” tab and click on the “Job History”. You can take screen shots and save for your records.

Update payment information.

Need to update your card? Just go to your “Profile” tab and click on “Payment Method” and add/change the card.

Can I pause my account?

There is no way to officially pause your account, but you can simply stop posting for bookings.

Can I transfer cities?

Absolutely! If life’s journey is taking you to a new city, and iCi App operates there, we would be happy to have you post jobs in your new area. Just log in to the iCi App, and post jobs in your new area.

Returning from inactivity.

Did you take a break from posting jobs on the iCi App? As long as you were not deactivated for cause, you are welcome to come back at any time - even in a new city!

I want to leave iCi world.

We are always sad to see clients part ways with iCi App, but we wish you the best in the future! Since you are leaving on your own terms, you do not need to do anything in particular, just email to deactivate@iciapp.com so we can terminate your account.

Feedback.

While our own staff is continually working to develop and evaluate our own product ideas and features, we pride ourselves on paying close attention to the interests, feedback, comments, and suggestions we receive from the user community. If you choose to contribute by sending iCi App or our employees any ideas for products, services, features, modifications, enhancements, content, refinements, technologies, content offerings (such as audio, visual, games, or other types of content), promotions, strategies, or product/feature names, or any related documentation, artwork, computer code, diagrams, or other materials (“Feedback”), then email us to feedback@iciapp.com.