Cancellation and refund policy
Cancellation on Tailore is a two-party handshake with defined settlement outcomes, and refunds are issued by the studio in-app. This is the studio-side view, with the policy linked throughout.
The cancellation handshake
Either party can request cancellation; the other responds. A request can be accepted, declined, withdrawn by the requester, countered with different terms, or escalated to Tailore. Every request carries a reason, and the reason choices differ by role.
Fraud, harassment, safety, and counterfeit concerns are deliberately not cancellation reasons - "Report an issue instead and it goes to Tailore." You can also attach a private note to Tailore, never shown to the other party.
The five settlement 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 | Continue the project on revised terms rather than cancelling. |
| Tailore help | Bring Tailore in to help settle it. |
The split covers settled money.
A partial-refund split is over settled, unrefunded money - the refund and what the studio keeps must sum to exactly that - and it is re-checked when the other party accepts. The client sees two values (what comes back to them and what the studio keeps); you additionally see an estimated platform-fee row on the amount you retain.
The Payment Policy sets the boundary: "A Studio may not retain more than the amount reasonably earned or committed under the accepted terms." It also stages what is reasonable before work, after design work, after materials, after production, and after completion - your deposit terms live inside that frame, not above it.
Issuing a refund
In-app refunds are issued by the studio only - a client's routes are asking you, the cancellation handshake, or a bank dispute. Each payment row in your studio view shows Amount charged, Status, Paid, and Refunded, plus an Issue refund button.
Open Issue refund
The dialog shows the Agreed deposit terms for reference before you decide anything.
Choose what to refund
Under What are you refunding? pick a single charge, an amount spread across the ledger (applied oldest-first), or everything.
Set the amount and the reason
Enter the Amount to refund, then answer Why are you refunding? - a reason is mandatory: "Tell the client why you're refunding this."
Submit
You will see: "Refund requested. Stripe is processing it. The status will update shortly." Partial refunds are supported and marked as partially refunded on the row.
A refund reduces the project total.
Refunding shrinks the project's approved total - collecting that money again requires a client-approved proposal revision. A fully refunded project shows: "This project was refunded. To collect payment again, start a new project."
Your platform fee comes back proportionally.
When you refund, the platform fee on the refunded amount is returned with it - Tailore keeps its fee only on what your studio retains.
What the policy guarantees
Refunds are "generally returned to the original payment method through Stripe. A refund may take several business days to appear", and nobody may charge a fee to deliver a required refund. A "non-refundable" label "does not eliminate remedies for non-delivery, material defects, misrepresentation, fraud, or rights that cannot be waived." Read the full Payment Policy - the version in force (2026-07-19) is stamped on every proposal.
Chargebacks are different from refunds: they are decided by the card network, not by Tailore.
Common questions
You can decline or counter a request, and the client can escalate it to Tailore.
Proportionally, yes. The fee on the refunded amount is returned; Tailore keeps its fee only on what your studio retains.
Chargebacks are decided by the card network, not by Tailore. If you believe a chargeback is connected to fraud or another serious issue, contact support.
No. Nobody may charge a fee to deliver a required refund, and a studio may not retain more than the amount reasonably earned or committed under the accepted terms.
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