A cancellation fee is the portion of a paid request a creator keeps after a follower cancels before the work is finished, sized to how much time or work was already spent. It is different from a refund, which returns money for a request that was cancelled before any work began or that never matched what was agreed. Custom Work lets you offer clearly scoped commissions and services: you set the price, the scope and the delivery time, and followers submit a brief and pay before you start.
This page covers cancellations before a request is finished — a follower backing out mid-project, or a creator having to stop partway through. If the work has already been delivered and the follower wants their money back, that is a refund question, not a cancellation-fee question: see how to handle refunds for Custom Work.
What is a cancellation fee for custom work?
A cancellation fee for custom work is money a creator keeps when a follower cancels a custom request after work has started but before delivery, covering research, drafting, or recording time that cannot be resold to another follower. It is not a blanket no-refund rule: most cancellation policies still return the unused portion of the price.
Freelance and commissioned-art contracts call the same payment a "kill fee." A sample freelance publishing contract published by the Kernochan Center for Law, Media and the Arts at Columbia Law School sets that payment at "25 percent (25%) of the Basic Fee" when an assigned article is ultimately not accepted for publication (Kernochan Center, Columbia Law School, sample contract).
A cancellation fee only makes sense once work has actually begun. Followers pay upfront for a custom request or Personalized Video before you start.
Why would a creator charge a cancellation fee?
Creators charge a cancellation fee because personalized work loses nearly all of its value the moment a project stops: a half-written review or a partly recorded Personalized Video usually cannot be repurposed for a different follower. Without a fee, the creator absorbs 100% of the time cost on every cancelled request, no matter how far along it was.
Larger freelance marketplaces solve the same problem with staged, already-funded payment. On Upwork, clients fund each milestone of a fixed-price contract into escrow before work begins, and a freelancer or agency can only issue a refund on payments made within the past 180 days of the contract ending (Upwork Support).
Marketplaces also assume that a seller who did partial work keeps part of the money. Fiverr's Help Center states that a partial refund on an order has a $5 minimum and a maximum of 60% of the original order price, so a $200 order allows a partial refund of up to $120 (Fiverr Help Center, Partial refunds). A creator's cancellation fee is the single-creator version of that logic: payment tied to work actually completed rather than an all-or-nothing refund. On Brillay you set that logic out yourself: commissions sit on your own page at your own price, with the brief collected at checkout and the work paid for before you start.
How much should a cancellation fee be?
There is no universal cancellation-fee rate. The Graphic Artists Guild reports kill fees of 20 to 100 percent of the agreed price, set by how far the artwork had progressed, and a Columbia Law School sample publishing contract fixes an early-stage kill fee at 25%. Size the fee to time actually spent.
The Graphic Artists Guild, whose contract glossary is a widely cited reference for freelance creative-work terms, frames the range this way:
"Artists generally negotiate the kill fee as a percentage of the agreed-upon fee for the finished piece. We have seen a wide range of kill fees, from 20 to 100 percent, usually depending on the stage of completion of the artwork at the time the project is killed." — Graphic Artists Guild, Contract Glossary
A simple, stage-based structure for a custom request or Personalized Video might look like this:
| Stage when cancelled | What's typically true | Illustrative Brillay example |
|---|---|---|
| Request not yet opened | No time spent | Full refund, no fee |
| Research or planning started | Notes, outline, or setup done | 20-25% of price |
| Draft or first take produced | Substantial work exists, unfinished | 50% of price |
| Final review or last edits only | Work is essentially complete | Up to 100% of price |
These percentages are general contract examples. They sit inside the 20-to-100-percent band the Graphic Artists Guild documents, and the 20-25% early-stage row is anchored to the 25% kill fee written into the Kernochan Center sample publishing contract. No source Brillay could verify publishes a per-stage benchmark for the middle rows, so treat 50% and "up to 100%" as starting points to adjust to what your own requests actually take.
Should the fee scale with how much work is done, or be a flat rate?
A staged fee sets the amount kept by the stage the work reached; a flat fee keeps one percentage whenever the follower cancels. Staged pricing follows the Graphic Artists Guild's framing, which ties the kill fee to stage of completion. A flat fee is simpler to publish but looks arbitrary to a follower who cancels minutes after paying.
| Consideration | Staged fee | Flat fee |
|---|---|---|
| How the amount is set | Percentage rises with the stage reached | One percentage at every stage |
| Early cancellation | Small charge matches small effort | Same charge as a near-finished job |
| Late cancellation | Recovers most of the price | Under-recovers if the rate is low |
| Effort to write | Three or four lines in the listing | One line |
| Best suited to | Requests with visible stages (draft, take, edit) | Very short, single-step requests |
Staging also protects the creator at the far end of a project: a follower who cancels after a near-final shoutout has been recorded has consumed almost all of the delivery time, and a flat 20% fee would not come close to covering it. Marketplaces that host made-to-order work generally hand cancellation control to the seller for that reason — on Etsy, only a seller can cancel an order outright, and any cancellation remains subject to the shop's own posted cancellation terms (Etsy Seller Policy). On Brillay that control sits with you too: each custom request arrives on your own page with the scope and delivery window already written down, under cancellation terms you publish yourself.
If you offer several tiers of a service — a quick redline versus a full rewrite, for example — it is reasonable to set a different cancellation stage table for each tier, since the time invested at each stage is not identical across tiers.
Does Brillay support a built-in cancellation fee?
Brillay has no separate, automatic cancellation-fee charge.
You can start with no follower minimum; followers need no account to pay (pricing). No monthly fee, you only pay a small platform fee when you get paid. 8% platform fee when a follower pays for work, 5% platform fee on tips and goals. Card processing is separate.
If you stop work and decline the request before delivery, the request closes and the follower keeps their money. For Custom Work, write down the price, scope, and delivery time before the follower pays.
Your written terms can define the scope and exclusions for what counts as delivered work. Brillay's policy also states that "subjective dissatisfaction, a change of mind, differences in personal taste, or dissatisfaction with a creator's natural style, tone, opinion, or presentation do not automatically entitle a customer to a refund" — which only helps a creator whose stage-based terms were visible to the follower before payment.
How do you write a cancellation policy followers will accept before they pay?
A cancellation policy followers accept upfront is short, written in plain language inside the listing, and tied to visible stages rather than a vague phrase like "no refunds after work begins." Publish it before the follower pays, because the version the follower saw at checkout is also the evidence a creator relies on if the charge is later disputed.
A workable template:
-
Before I start: Full refund, no fee.
-
After I've started research or planning: 20-25% of the price is kept; the rest is refunded.
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After I've sent a first draft or recorded a first take: 50% of the price is kept; the rest is refunded.
-
After final review or last edits: No refund, since the work is essentially complete.
Keep the stages matched to what a follower can actually picture — "after I've recorded the first take" is concrete in a way that "after significant work" is not.
A request that runs past the delivery time the creator set is the creator's delay, not a follower cancellation, and marketplace and regulator rules both point that way. Fiverr's Help Center states that orders that are "very late (24 hours past the expected delivery time) can be canceled by the client without the freelancer's" approval (Fiverr Help Center, Using the Resolution Center). In the United States, the Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule requires a seller who cannot ship within the promised time to obtain the buyer's consent to the delay or refund the buyer's money (Federal Trade Commission). A full refund is the more defensible response when the creator is the one who ran late.
What happens if a follower disputes a cancellation fee with their card issuer?
A follower can ask their bank to reverse the charge instead of contacting the creator. US federal rules give consumers 60 days from when a charge appears on their statement to dispute a billing error with their credit card company (Consumer Financial Protection Bureau). A written pre-payment policy matters more than an after-the-fact explanation.
Card networks separately allow disputes within an even longer window under their own rules:
"Card networks typically allow cardholders to initiate disputes within 120 days of the original payment, but their rules allow more time in some situations." — Stripe, How disputes work
Dispute deadlines and fees vary, so check Stripe's current notice for the response date and cost that apply to your case. A written cancellation policy the follower saw and agreed to before paying, plus a record of what stage the work had reached when it was cancelled, is the kind of evidence that supports a creator's side of that response. See Brillay's purchases and refunds policy for how disputes are generally handled on Brillay.
Frequently asked questions
Is it legal to charge a cancellation fee for creative or personalized work?
Charging for work already completed has a recognised legal basis in several jurisdictions, but whether a specific amount is enforceable depends on where the follower lives and what they agreed to before paying. In the United Kingdom, regulation 36(4) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 requires a consumer who cancels a service they expressly asked the trader to start early to pay for what was already supplied:
"Where the service is supplied in response to a request in accordance with paragraph (1), the consumer must (subject to paragraph (6)) pay to the trader an amount — (a) for the supply of the service for the period for which it is supplied, ending with the time when the trader is informed of the consumer's decision to cancel the contract … and (b) which is in proportion to what has been supplied, in comparison with the full coverage of the contract." — The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, regulation 36(4), legislation.gov.uk
In the United States there is no equivalent single rule, and the limit comes from ordinary contract law: the Legal Information Institute at Cornell Law School states that "while liquidated damages clauses are generally enforceable, courts do not enforce penalty clauses," describing a penalty clause as one set unreasonably high rather than as a reasonable forecast of the actual harm. A fee that tracks the work genuinely done is far easier to defend than a flat charge set well above it. This page is general information, not legal advice; consumer-protection rules differ by country and by US state, so check the rules that apply to you and state the policy clearly before the follower pays.
What's the difference between a cancellation fee and a "kill fee"?
They describe the same thing. "Kill fee" is the term used in freelance writing, illustration, and design contracts — the Graphic Artists Guild's contract glossary defines it as a negotiated percentage of the agreed fee for a finished piece — while "cancellation fee" is the more general term. Both mean a creator keeps part of the agreed price for work already produced on a project stopped before completion.
Can I charge a cancellation fee automatically on Brillay?
You set the cancellation terms in your listing. Followers pay upfront, and if you decline before delivery, the request closes and the follower keeps their money. Brillay's how it works page describes creators delivering within a delivery time they set themselves.
What if a follower cancels before I've started any work?
If you have not started work, you can decline the request and the follower receives a full refund. You set the price and delivery time, so you control when work begins.
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