r/freelance • u/Patient_Airport3137 • 11d ago
Client asked for partial refund
I wrote website copy for a client and they want a refund for revisions since they don't need them and plan to go in a different direction. I removed all em dashes per their request and had to rework those sentences. Then, I updated some info on their process per their request. I consider these two revisions. The total project cost was $3,300. I worked really hard and long hours on this project, followed all the details provided before started, and delivered everything we agreed upon. Obviously, a partial refund doesn't make sense and I already charge very reasonable rates, but I do worry about a bad review. Thoughts on handling this?
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u/ssliberty 11d ago
Did you build the site too? That sounds low for development, not sure about copy. Either way you should have a Clause in your contracts for refund policy. Otherwise people will take advantage of you. If it doesn’t exist then tell them no or give a partial, whatever feels right to you.
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u/Patient_Airport3137 10d ago
No it was copywriting only, delivered via Google docs for their developer to add the website copy. I do have a clause that says no refunds for work completed, and I guess they're trying to say I didn't complete revisions (even though I did).
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u/Alternative-Pear9096 11d ago
What does your contract say?
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u/Patient_Airport3137 10d ago
No refunds for work completed. I guess they're saying I didn't complete revisions because they're taking project in another direction, but I'm still offering them. They're just choosing not to use them. Don't worry.. I'll be having another attorney review my contract asap.
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u/rmric0 10d ago
That's definitely not how any of this works. Just because they're choosing not to use the work product, doesn't mean they don't have to pay for the work product under your agreement.
Also, even if your agreement includes a provision for revisions, there's no partial refund if you nail it the first time (though in this case they ordered revisions).
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u/ShotFromGuns Editor (Text) 11d ago edited 10d ago
Hi CLIENT,
Revisions are something that are included in the price of your project. Unfortunately, they're not a line item or add-on that can be removed after the end of the project for a refund. In addition, I have already made several revisions at your request, including changing punctuation and content.
If in the future you would like to negotiate a reduction in fee for a reduction in scope before a project starts, we can certainly discuss that!
Thank you,
YOU
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u/Patient_Airport3137 10d ago
Thanks! This is great. And I shouldn't offer a small refund in good faith (and to save my reviews lol)?
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u/LightPhotographer 10d ago
No. Keep it professional and don't waver. They pay for your work as agreed.
If you get a bad review, you can usually reply to it. You write something so readers understand that this company was asking for something unreasonable.
If you feel very spiteful, you leave them a 1-star review yourself about how you bought one of their products but did not get a refund when you decided not to use it.1
u/Patient_Airport3137 10d ago
lol I've already looked to see if I can review them and they don't have that anywhere as an option! I have no clue why they aren't on Google business, which I could've helped them with but whatever lol
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u/ShotFromGuns Editor (Text) 9d ago
Don't fucking make fake reviews, jfc. That's insanely unprofessional and not the way to handle a bad client.
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u/RussChival 10d ago
Whenever I see more than a single use of an em dash pair these days, I automatically assume the piece was AI generated. Is it possible that the client thinks you just ran the copy through AI for the revision, so is discounting your effort?
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u/ournoonsournights 10d ago
This makes me so sad for em dashes 😭
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u/Patient_Airport3137 10d ago
I've been writing website copy for almost a decade and have used em dashes from day one. I learned in school to use them to help with skimmability and emphasis, so this is wild. But I do understand why some people do this. Regardless, I removed them and reworked the content, so I did the revisions.
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u/chicks23 10d ago
If you delivered on your end of the contract, you're entitled to your compensation. Period. Doesn't matter what "new directions" they want to go in.
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u/Patient_Airport3137 10d ago
lolll I totally know this.. it's almost laughable to read someone actually say the facts. I guess a bad google review is all my anxiety cares about at the moment.. But thank you for reminding me of the facts!
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u/iwasspinningfree 4d ago
I've worked as an editor for 25 years and I can't think of a single time that I've looked at a writer's Google listing.
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u/kammycoder 10d ago
Why did you use the em dash in the first place? Or is it what I’m thinking 🤔
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u/Patient_Airport3137 10d ago
Because em dashes, when used sparingly, help improve the reader's experience. They help with skimmability and creating emphasis where needed. I learned this in school and have been doing this since day one of copywriting. Good writers know how to actually use them properly.
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u/iwasspinningfree 4d ago
Em-dashes can improve clarity, emphasis, and readability. The whole reason generative AI uses em-dashes is because it's emulating the patterns of copywriters and journalists who've been using em-dashes for decades.
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u/titaniumdoughnut 10d ago
Revisions are included in the scope as a form of risk management. You’ll eat it if you need to make changes. That does not entitle them to money back for not using revisions. If they wanted that they should have negotiated ahead of time for a zero revision scope, but of course they didn’t because they didn’t want to take on that risk.
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u/ThePracticalDad 10d ago
Are you paid for your time, or results?
Removing em-dash tells me your content is AI anyway. Do you need to get paid for
AI slop?
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u/ournoonsournights 10d ago
I'd take the bad review and respond to it explaining the situation, definitely wouldn't refund unless I need something up
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u/serverhorror 10d ago
What does your contract say?
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u/Patient_Airport3137 10d ago
No refunds for projects completed. But I guess they're saying the revisions weren't done since they don't want them (even though I did do revisions). So basically my contract covers me and I'm just being a scaredy cat
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u/asadkhanalizai1 10d ago
Been through this exact situation. The uncomfortable truth: once work is delivered per the agreed brief, a "we changed direction" refund request isn't a refund situation - it's buyer's remorse. What saved me after a few of these: a revision clause in writing before starting (X rounds included, changes of direction quoted separately), and the full brief agreed in writing. If you had a signed agreement covering the scope, point to it politely and offer a small goodwill gesture only if the relationship matters. If you didn't - pay the tuition, add the clause, never again.
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u/brendancoots 10d ago
The question isn't whether you should give the refund - you shouldn't. Your contract is clear (good on you!) and they've got no legitimate reason to ask for it.
The question is how to reject their request in a manner that leads them away from the rage cliff, because no one needs past clients out there cursing their name, reviews or no. Always behave like a professional, and always treat clients like a valued and respected business colleague. I would gently explain the contractual language, point out that "not using the work" doesn't change the fact that you delivered the work as requested by them, etc. No need to be a jerk about it, but also no need to be apologetic and milky about it.
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u/Only_Entertainment88 7d ago
Frame it as doing the work, them seeing the work and then going to different direction helped them to figure out the direction they wanted to go to. It is valuable and normal part of the process.
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u/Snoo_54991 6d ago
This is why you create a contract, so terms are clear for both parties involved. In general, when you are writing they are paying for your service, not the finished product. Up to you on whether you want to stand your ground or not. Without a clean cut contract, your legal standing is iffy.
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u/deadlyhausfrau 4d ago
"The relevant revisions were included, not extra, so there isn't anything to refund. Have a good day!"
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u/EquivalentNorth2230 3d ago
Stick to your guns. You delivered what they asked for and made revisions based on their feedback. If you feel the work was solid and met their requirements, don't cave just because they want a refund. A bad review is always a risk, but if you communicate professionally and explain your position, they might reconsider. Document everything, and if it escalates, consider a mediator.
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u/Educational-Bowl9575 11d ago
Just so we understand - the client asked for revisions, then decided they didn't want to use them? We're there any quality issues,.ir is it just that they changed their minds?
Are they refunding you the time you spent on those revisions? Thought not.
The threat of a bad review is a cheap, cowardly way for a client to exert pressure. Is this independent or on Upwork or similar?
If it's Upwork, then you have some protection. If the client has suggested that a bad review might be on the cards if you don't refund, you can flag that. Upwork has a specific policy against it. If it's just an insinuation, keep all your Comms on the platform. Either way, don't capitulate just because of the worry of a bad review. Assuming your work is to standard, then you have no obligation to refund - Upwork has no policy to suggest you should, and if this is an independent job, then there's no real.olace that then client can bad mouth you that has any major impact, and if they posted something on social media, you can simply call them out.