Cancellations and refunds
How orders on Tailor Made can be cancelled, and what happens to your money.
Before you pay
Nothing is charged when you place an order or send a request. The tailor first confirms the work and the price. Until you pay, you can cancel from the order page at any time, for free.
Deposits
Some tailors ask for a deposit to start, between 20% and 60% of the price; the order page says so before you pay. The deposit is what buys the fabric and starts the cutting, and the balance is due once the piece is ready, before it is handed over or delivered. If you walk away after the cutting has started, the deposit may be kept in part or in full, because the cloth is already cut; if the tailor cancels, the deposit is refunded.
After you pay
Once you have paid, your tailor starts buying fabric and cutting, so the order can no longer be cancelled from the app. If something has changed, message your tailor from the order page. Your tailor can cancel a paid order that has not yet been finished; when they do, your payment is refunded.
Refunds
Refunds go back to the account you paid from, through Paystack: your mobile money wallet or your card. How long the money takes to reach you depends on your mobile money provider or bank.
If a tailor declines
A tailor can decline a request before accepting it, and will say why. You have not paid anything at that point, and you can send the request again or ask another tailor.
Where your money goes
Payments go through Paystack straight to your tailor's own account. Tailor Made keeps a commission on the work, out of the price you were quoted, and never holds your tailor's share: 5% when you came through the tailor's own link, and 12% otherwise. Delivery fees go to the tailor in full.
If something goes wrong
Once a piece is ready, or once an order is past its promised date, either of you can report a problem from the order page: what went wrong, in a category, with photos and notes. The team looks at what was agreed (the specification), whose measurements were used, the timeline and the payments, and decides, usually within three working days. Both of you are told the decision and why. The usual outcomes, as a starting point rather than a rule:
| Problem | Usual outcome |
|---|---|
| Never delivered, 14 days past the date | Refund in full |
| Wrong fit, from the tailor's own measurements | Made again, or a partial refund |
| Wrong fit, from measurements you supplied | Made again at cost, or no refund |
| More than a week late | Partial refund, from 10% |
| Damaged, or the wrong fabric | Made again, or refund in full |
Refunds go back to the card or account you paid with. An order with an open dispute isn't closed until the dispute is.