We are in our legally blonde era
It’s a story about a website project that almost ended with a normal launch…and instead ended with a threat that had us googling contract law and collection agencies.
Here’s the TL;DR:
We delivered a signed-off web design + build.
A new stakeholder arrived at final QA with a totally different vision.
We pushed to fulfill small fixes; they wanted a rebuild.
We documented everything.
They refused to pay the final 20% and threatened to trash our reputation if we sent it to collections.
We de-escalated, offered another discount, and were ghosted.
Not our favorite chapter. Still, lots to learn.
The long version
All was well throughout the project until we hit final QA: contract signed, requirements confirmed, design sign-off in writing, development done. We were already talking about launch dates while doing some final testing and bug fixing.
Then a new stakeholder joined. Different taste, different goals, different platform (they weren't a big fan of the tech stack we chose). Their “feedback” was a redesign, not QA. They sent us an extensive list of changes that were needed. We sent the document back color-coded. We marked what we can offer, some of it was within scope some wasn't.
We stayed firm: final stage = small fixes (content, spacing, mobile optimisation). But as it was a long-standing relationship, we did offer to do some of the out-of-scope items to keep goodwill.
Things were nearing the finish line (again), until we got an email saying they had decided to rebuild elsewhere. Fine. We sent them the final invoice for the completed work and wished them all the best.
Then months passed. We followed up, but continued to receive no answer. Nine months later we finally got a response claiming we hadn’t “delivered” on the project and that they will not be paying the final invoice.
Luckily we had documented everything, from signed contracts to written approvals of each stage. However, despite documentation showing we had done the work that was invoiced, they did not want to pay.
When we warned we’d escalate to a collections agency (standard process, and our legal right), they replied with a reputational threat: If you exercise your legal right we will go through the necessary social and review channels to make sure people know about our experience. Not a great look, and extremely concerning behaviour.
Following this we still remained calm and professional. We reached out to another representative of the company to check if this is really how they want to proceed. We even offered another discount (our final invoice already included out-of-scope work at no extra cost) as a last ditch effort to resolve this amicably. And we were ghosted again.
At this point we have been successfully bullied out of getting paid. Unfortunately due to lack of resources and third-party support (apparently the invoice amount is too low for any international collections agency to take on), we will not be taking any further steps to get paid, and are taking the L on this.
How could this have been avoided? I feel like in our case there isn't much we could have done differently to get a different outcome. But there are a few things we've learned.
What we did right (and would do again)
We had a contract: and it was signed
Clear cancellation policy: if we took this to court we would be paid
Scope was written: documented in the contract, requirements, and sign-offs.
Milestones were explicit: design approved, development complete, QA underway.
Documentation was airtight: email trails, annotated QA docs, what’s in/out.
De-escalation first: we offered options and an additional discount to resolve.
Maintained the paper trail: even though it was a long-term, trusted client, we didn't slack on documenting everything.
What we can do better
Even more signatures: we’ll now add signatures on requirements too, not only on the master contract + design sign-off.
Meeting protocols: and get those signed by the client too, to document decision making.
Full payment midway: we have been offering 20% 30% 30% 20% payment schedules, but will go back to 50% 50% and get the second and final invoice paid at the midway point.
The bigger issue no one likes to say out loud
Clients aren’t just buying a “product.” They’re buying time + expertise that produced the deliverable that matched the brief given. If the brief changes at the end, you’re asking for new work, not “finishing touches.”
Creative services are non refundable and involve time that cannot be replaced, meaning you pay for every hour that was worked regardless of the outcome.
If you’re a client reading this
Sometimes your requirements change late in the game, it happens. But it’s new work – not “small fixes”. Your contractor already invested the time you agreed to. Pay for what was delivered; then re-scope the new vision and allocate a new budget for it.
If you decide to work with someone else, because you are unhappy, pay your original contractor the money they are owed.
Why share this?
Because even experienced studios get burned. You can do most things right and still meet a stakeholder who wants a new desk after you’ve already built the signed-off one – "now I want it in walnut, height-adjustable, with an extra leg please". That doesn’t make your time free, or the time already invested null.
Listen instead of read
Check out our podcast episode for more juicy details.