Design Agency Completes Project — Client Refuses Final Payment, Full Fee Recovered

Background

Our client is a freelance graphic designer who was commissioned to complete a full brand identity project — including logo, brand guidelines, and marketing materials — for a small business. A signed service agreement clearly set out the project scope, timeline, and payment terms: 50% upfront and 50% upon delivery.

The client delivered all final files on schedule. However, upon delivery, the business owner refused to pay the remaining HK$22,000, claiming the work was "not what was agreed" — despite having approved the designs at every stage via WhatsApp.

How We Helped

Evidence organisation: We helped compile the signed service agreement, the complete WhatsApp approval trail showing the client approving each design stage, the delivery email with file attachments, and payment records showing the initial 50% deposit.

Filing support: We completed the claim form clearly setting out the contract terms, the project delivery facts, and why the client's claim of dissatisfaction was inconsistent with their documented approvals.

Pre-hearing preparation: We coached the designer on how to present the approval trail chronologically and address the "not what was agreed" argument.

Outcome

The Adjudicator found that the business owner's claim of dissatisfaction was undermined by the written approval records. The work had been delivered in accordance with the agreed scope and the client had approved each stage. Full payment of HK$22,000 was ordered.

Key Takeaway

For service providers, obtaining written approval at key project milestones is crucial protection. WhatsApp messages confirming approval — even casual ones like "looks good, proceed" — can be powerful evidence that the work met the agreed standard.