This is absolutely a staff and quite a frequent story. Contrary to expectations, the result may not be what you wanted to see. What to do in such a case: to abandon the project, demand a refund or try to correct the situation? Let's understand step by step how to improve the result and minimize losses.

Assess what the problem is

Determine what exactly you are not satisfied with. Perhaps the design does not meet your wishes, do not like the color palette, the structure of the site or individual elements do not look the way you expected. Try to highlight specific aspects that cause dissatisfaction.

We recommend the GoFullPage extension - it takes a screenshot of the entire page. You can then even indicate in a feint what elements you're not happy with.

It is important not to give in to emotions and clearly indicate what exactly you don't like. Try to give an objective assessment - this will help in further dialog with the designer. For example:

- Not coinciding with the terms of reference.

- Deviations from approved layouts or references.

- Insufficient readability of content on the pages.

- Poor adaptation for mobile devices.

Check compliance with the TOR

The Terms of Reference is the basis on which the entire design process is built. If the design is not executed in the way it was specified in the TOR, you have every reason to make corrections and redesign the layout. Carefully check whether the result meets the originally agreed requirements.

If the problem is a misunderstanding of your ideas, try to revise the TOR and find flaws in your expectations and initial data. Designers work on the material provided by the customer, and if you did not formulate your wishes clearly enough, it could lead to this kind of disagreement.

Do not write the TOR alone - it is risky. Subjective vision, different interpretations of terms or missed nuances will turn the document into a time mine. Neural networks are not the solution either, they do not understand the context, do not take into account the nuances of the project and agree with the promt writer in everything. Trust a technical writer to draft the TOR. 

Discuss the situation with the designer

When you have realized what you are not satisfied with, you need to talk to the contractor. Explain what you didn't like and ask how to remedy the situation. Most designers are willing to meet with the client if you discuss things constructively. Suggest the following options:

- Make edits according to your comments.

- Create alternatives to discuss and choose from.

- Discuss possible design changes that will achieve a better result.

It's important to remember that designers want their work to please the customer, and are often willing to make edits at no extra charge if they fit within the agreed design - information about this should be spelled out in the contract.

Contact freelancers or third-party specialists if the dialog has reached an impasse. Sometimes it's easier to order project refinement from other freelancers or studios/agencies than to try to fix the current result.

However, before going to this step, evaluate your costs and timeline. In some cases, it's easier to redesign from scratch than to make numerous edits. It may also be cheaper than re-doing the design. But not always.

Document the changes

If after discussion with the designer you have identified the need for changes, try to formalize this in an additional agreement. Make changes to the ToR, if necessary. This will avoid new disagreements in the future and protect both parties from misunderstandings.

 

What if you have already paid the money?

When you have paid in full for the work, and the result is not satisfactory, it is important to understand your rights and possible solutions. If the discussion did not lead to a result, and the designer refuses to finalize the project, consider several options.

Try to negotiate a partial refund.

Sometimes designers are willing to make concessions and offer to return part of the money if the customer is not satisfied with the result. This is a good compromise that will minimize your losses. However, it is important to realize that a full refund is unlikely if the design was completed in accordance with the TOR, but does not meet your expectations. If you are agreed to a partial refund, make sure the agreement is documented. In special cases, you may be offered payment at cost - ideal.

Consult a lawyer.

If it is not possible to negotiate a refund and the situation has reached an impasse, you may consider contacting a lawyer. If a contract was signed between you and the designer, in which the conditions related to the quality of work and edits are clearly spelled out, you have legal grounds to demand a refund.

In such situations, it is important to provide all documents that confirm your rights - the contract, TOR, correspondence with the designer and other materials. In the absence of a written contract, it will be more difficult, but not impossible, to prove your case. A lawyer will be able to help assess your chances and suggest further steps.

Court proceedings.

Going to court is an extreme measure that should be resorted to if all other means of resolving the conflict have been exhausted. However, before this it is important to pass the stage of pre-trial settlement: send the counterparty an official claim with clear requirements, try to agree through negotiations. In many cases, the law obliges to comply with this procedure - otherwise the court may refuse to consider the claim. Even if a compromise is not found, a documented claim and an attempt at dialogue will be a strong argument in your favor.

Litigation requires time, money and emotional resources, so it is important to assess the risks in advance. But if you are sure of your rightness and the evidence of breaches of contract is on your side, the court will help resolve the dispute as efficiently and formally as possible.

 

How to avoid similar situations in the future

In order not to encounter such problems when working, take measures that will help avoid dissatisfaction with the result and reduce the likelihood of financial losses.

- Carefully check the designer's portfolio. Before ordering, be sure to familiarize yourself with the designer's portfolio. This will allow you to understand his style and approach to work. If you do not like the work in the portfolio, there is a high probability that your project will not be as you imagined it. Ask the designer to show examples of completed projects similar to yours. This will help you assess whether his or her style and experience match your expectations.

- Discuss all the nuances in detail. Before you begin work, discuss all the details of the project in detail. The more accurately you describe your expectations, the easier it will be for the designer to do the work according to them. Try to provide references, describe the color scheme, the structure of the site, and any other important aspects for you. It is important to discuss in advance the number of edits that the designer is willing to make to the project without additional payment. Usually 2-3 revisions are included in the cost of the project, but this should be clarified in advance.

- Draw up a detailed ToR. This is not a formality, but a roadmap for the project, which protects both parties. Spell out the key concepts in it, so that terms such as “landing” or “adaptability” are not interpreted in different ways. Clear deadlines and milestones (e.g., layout development, layout, testing) will help to monitor progress and avoid endless revisions. Specify the expected result as specifically as possible: not “user-friendly interface”, but “5 steps to register, call to action button in the header, palette of 3 basic colors”. Even such details as fonts or the location of blocks, it is better to fix - it will save hours of arguments. Without TOR, the project risks turning into a game of “spoiled phone”: the designer will draw one thing, the customer will present another, and the developer will understand the third. The more detailed the document, the less chance that the result will be disappointment and mutual claims.

- Make a contract. Be sure to enter into a written contract with the contractor. The contract should spell out: the scope of work, deadlines, stages, the cost of payment and the dates of payment, the terms and procedure for making revisions, as well as the rights and obligations of the parties.

- Use milestone payments. To minimize the risks associated with paying for a project in full before it is completed, use milestone payments. For example, you can agree to pay upfront for the first phase of development and pay the remaining amount as the next phases are completed. We also work on activation, we cut the project into parts and activate each stage. This is more freedom for the client.

 

Drawing conclusions

There are several ways to solve the situation with the paid and not liked design. It is important not to give in to emotions and act constructively - discuss problems with the designer, adjust the TOR and, if necessary, involve lawyers.

In order to avoid similar situations in the future, follow simple recommendations: check the portfolio, make a detailed TOR, conclude a contract and use staged payment. These measures will help you minimize risks and make the design process more comfortable and predictable.