Client and I signed a contract that I will create logo, brandbook & web design. Everything was going quite well. I got 50% prepayment and all the tasks were carried out according to a schedule which was an appendix to the contract.

At the end of website design workflow when content structure and design style was chosen, I prepared the mockups for the desktop and for 2 other breakpoints. Again, everything was according to the schedule and it was the end of it. The client was not happy with the result so I made small changes free of charge. After I delivered the corrections I sent the invoice. He was still not happy with the results, refused to approve the work because there was a lack of quality as he said. Obviously, he does not want to pay the invoice. I offered him an additional round of changes but for extra payment. Now he is threatening me with EU Consumer rights that my contract and workflow are not according to the law and he wants changes for free.

From my point of view, he did not take the contract that seriously and now wants to have huge changes after everything is done. What would you do in this situation? Does he have a point that I'm doing something wrong by charging for additional editions?


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    Hi. Welcome to GDSE. I'm voting to close this question as off-topic because it's a legal question, and not specifically about graphic design. Sorry about that. Better to contact your lawyer I think. – Billy Kerr Feb 26 '19 at 13:16
  • I will add a couple of thoughts, as the OP has clearly tagged this "client relations" and so is not only looking for legal advice but best design practice answers. Without seeing the specifics of your contract it's hard to tell: for me, at the end of each phase, before moving forward in the design flow, I get full client approval and they sign off on that completed milestone design. I give two revision cycles "free", and specify that "backwards design flow" changes are an upcharge, as are additional review cycles or meetings beyond the initial two. – GerardFalla Feb 26 '19 at 16:49
  • That said, you must weigh the literal obligations you and they have contractually with their "weight" as a client: are they a good, promptly-paying, lucrative client with more work to refer, and are they either prominent in their industry or community or a specific bellwether for a market into which you're trying to break? If so, how do you weigh the loss-leader of absorbing more cost to keep them happy versus the potential upside - positive word of mouth from them if you resolve this to their satisfaction? These are your considerations to weigh. – GerardFalla Feb 26 '19 at 16:51
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    Thanks @GerardFalla. You got me right. Yeah. I missed that step where the client signs off on a completed milestone design. I got his confirmation on the phone but not in written form. That's what I'm going to change in my contract. I like your proposed formulation about backward design flow changes. Need to implement that as well. Considering the opportunity to keep the client itself there are fewer pros than cons. He seems like a one-time client not even in the industry where I want to go. With that said I only need to figure legal part. Worst case scenario - he won't pay. Can live with that – user133797 Feb 28 '19 at 9:46
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    @BillyKerr It was interesting if someone had similar situation and how did it go. Legal way it the last option in dealing with a client. Thus, I expect some advices on how to cope with the situation as a designer, not lawyer :) – user133797 Feb 28 '19 at 9:52