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Cancellations and refunds
You can request a cancellation from your project workspace, propose how the money already paid should be split, and see the exact breakdown before you send it. This article covers the five outcomes, how the studio responds, and how refunds reach you.
Requesting a cancellation
Open your project workspace
Cancellation requests start from the project workspace - the same place you message the studio and follow progress.
Choose an outcome and give a reason
Pick one of the five outcomes below and explain why you are cancelling. The reason goes to the studio with your request.
Review the breakdown before you send
The request shows exactly how the money you have actually paid so far would split - what comes back to you and what the studio keeps. The studio sees the same breakdown on a banner when your request arrives.
Fraud and safety are not cancellation reasons
Fraud, harassment, safety concerns, and counterfeit goods are never handled through a cancellation request. Report an issue instead and it goes to Tailore. See Reporting a project issue.
The five outcomes
| Outcome | What it means |
|---|---|
| Full refund | Everything paid so far comes back. |
| Partial refund | Some of what was paid comes back; the studio keeps the rest. |
| Existing deposit terms | Settle it by the deposit terms already agreed in the proposal. |
| Revise terms instead | Keep the project going under changed terms rather than ending it. |
| Tailore help | Escalates the request to Tailore review. |
The split always covers money actually paid: the refund and what the studio keeps add up to what you have paid so far - never more. Scheduled payments you have not made yet are not part of it.
How the studio responds
Your request goes to the studio, which can accept it, decline it, or counter with a different split. You can also withdraw a request you sent. If you and the studio cannot agree, choose Tailore help to escalate - Tailore reviews the situation and helps resolve it.
How refunds reach you
Refunds are issued by the studio through Tailore and are "generally returned to the original payment method through Stripe. A refund may take several business days to appear depending on the payment method, bank, currency, and provider."
A refund never costs you a fee
Nobody - not Tailore and not a studio - may ask you to pay a fee to receive a refund you are owed. If anyone does, contact support.
A refund may take several business days to appear, depending on the payment method, bank, currency, and provider. It goes back to the payment method you originally paid with.
Treat a chargeback as a last resort - the outcome is decided by the card network, not by Tailore. Use the cancellation flow in your project workspace and contact support first; most issues resolve faster there.
No. Requesting a cancellation is free, and receiving a refund never costs you a fee. What you may not get back is money the studio has fairly earned under the terms you accepted - see the fairness rules below.
What is fair to keep or refund
The Payment Policy sets a staged framework for splits. Before paid work begins, unearned amounts come back to you. After design work begins, the studio may retain the reasonable value of completed design work if the proposal permits it. After custom materials are purchased, documented nonrecoverable costs may be retained. After production begins, the studio may retain amounts reasonably earned plus documented costs, with the remainder refunded. After completion or shipment, ordinary change-of-mind cancellation may not be available for custom goods.
Two guardrails apply throughout. First: "A Studio may not retain more than the amount reasonably earned or committed under the accepted terms." Second, a "non-refundable" label "does not eliminate remedies for non-delivery, material defects, misrepresentation, fraud, or rights that cannot be waived."
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