Freelance Designer Recovers Unpaid Project Fee in Full

Case Background

Our client is a freelance graphic designer who was commissioned by a local retail brand to produce a full visual identity package — a logo, packaging design, and social media marketing assets. The scope and quote were confirmed by email, with payment split into two instalments: 50% upfront upon signing, and the remaining 50% (HK$16,800) due on delivery of the final files.

The designer delivered all work on schedule, sending the final files by email and WhatsApp. The client downloaded the files and began using the designs on social media almost immediately. When the designer later followed up for the outstanding balance, the client suddenly claimed that "some of the designs weren't up to expectations," refused to pay, stopped responding to messages, and eventually blocked the designer on WhatsApp.

Given the relatively modest amount, the designer initially hesitated over whether pursuing the claim was worth the effort. But since the work had been completed as agreed and the client was actively using the designs, the designer decided to file a claim through the Small Claims Tribunal.

How We Helped

Evidence organisation: We helped compile the original project confirmation email, the quotation and payment terms, and the delivery email showing the final files were sent and received in full.

Approval trail: We identified WhatsApp messages from earlier in the project where the client had repeatedly expressed approval — comments like "looks great" and "this works" — which directly contradicted the later claim of dissatisfaction.

Proof of use: We captured public posts from the client's social media page showing the designs already in active use for marketing, well after delivery — further undermining the "not up to standard" defence.

Filing support: We helped prepare a clear claim statement setting out the contract terms, delivery facts, and outstanding amount, supported by a complete evidence list.

Pre-hearing preparation: We rehearsed likely questions with the designer, including how to respond if the client raised a "poor quality" defence, and how to present the delivery timeline clearly and in order.

Hearing Outcome

At the hearing, the client was unable to produce any concrete evidence to support the quality complaint. Under questioning by the Adjudicator, the client admitted to using the designs on social media for over two months and had never raised any specific revision request after receiving the files. The Adjudicator found the client's after-the-fact objection unpersuasive, and — given the clear approval trail and proof of continued use — ruled in the designer's favour, ordering payment of the full HK$16,800 plus costs.

The process took approximately two months from filing to judgment. The client paid within the deadline set by the Tribunal, so no further enforcement action was required.

Key Success Factors

• Complete written trail: Every stage of the project — confirmation, quotation, and delivery — was documented by email or message, leaving no dispute over the timeline.
• Client's own approval messages: WhatsApp comments expressing satisfaction during the project directly rebutted the quality complaint raised only after payment was due.
• Continued use as evidence: The client's ongoing use of the designs for marketing was itself strong evidence that the work met the agreed standard.
• Early habit of keeping records: The designer's practice of retaining all project communications made compiling evidence straightforward once the dispute arose.