I recently sold a website template that I created, which includes a clean layout, mobile-first design, nifty scroll effects, and a dark mode toggle. It was designed to be plug-and-play, and I provided a walkthrough for setup. However, my buyer is now asking for 'fixes,' which I believe are actually just personal customizations. They want changes like modifying layout spacing, swapping out icons, and rewording sections to fit their brand. While I understand that non-developer clients may think that any aspect they want altered is a bug, I feel conflicted between being helpful and maintaining my boundaries. I've priced the template affordably and have a premium tier available for anyone wanting full customization, which my buyer did not opt for. Has anyone else faced this situation? How do you clarify the difference between a bug and a personal preference without coming off as defensive? Also, do you typically include a clause about customizations in your template documentation or just handle minor tweaks for goodwill?
5 Answers
Just let them know that you appreciate their feedback but those changes fall under customizations, which aren’t included in the package they purchased. Offer your premium customization service for larger tweaks.
Clarify that your template is sold as-is and any changes to layout or design are considered additional work. Suggest your hourly rate for customizations right off the bat to set clear boundaries.
Be upfront and explain that design changes are personal tweaks, not bugs, which fall outside what was initially agreed upon. You could also offer them a package of hours for future customization if they need more help.
You delivered what was promised and the transaction should be considered complete. If they want specific customizations, they should pay for it or find someone else to do it.
It’s all about setting those boundaries early! Explain that you’d love to help, but these requests would need to be treated as extra work, possibly charging a rate to accommodate them.
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