How to tell a client a request is out of scope
The client is asking for something that was never part of the job. Here's how to say so clearly — and offer a fair way forward — without apologising or picking a fight.
How to recognise an out-of-scope request
Start with what you agreed: the deliverables, the number of rounds, the timeline and the channels you cover. A request is out of scope when it adds something that isn't in that list — even if it's phrased as a quick favour. Saying yes quietly is how extra work turns into free work.
Signs the request is outside the agreed work:
- A new deliverable that wasn't in the proposal ("could you also do the newsletter?").
- "While you're at it…" or "this should be quick" attached to real hours of work.
- Extra rounds, pages, platforms or formats beyond what was quoted.
- Work from a later phase or a different role, like ongoing support after handover.
You're the one who knows what was agreed. ReplyGuard doesn't read your contract or decide what is in or out of scope — it points out scope signals in the client's wording, so you can decide how firmly to respond.
What a good out-of-scope reply includes
Acknowledge the request. Show you've read it and that it's a reasonable thing to want. A friendly first line keeps the reply from sounding defensive.
Name the boundary plainly. "This isn't part of the current project" is enough. No long justification, no blame.
Offer a path forward. A separate quote, a change request, a swap for something already in scope, or a later phase. Options let the client say yes without you working for free.
Set timeline and price expectations. Say when you could start and that it would be priced separately, before any work begins.
Ask for a clear decision. End with one question the client can answer, such as "Shall I send a quote?"
Not sure whether it's a one-off or a pattern? If small additions keep piling up, read how to reply to scope creep as well.
See it in action
"While you're at it, could you also set up our newsletter template and write the first two emails? Should be quick since you already know the brand."
Emotional and Nervous versions are generated from your own email in the app.
Happy to help with this. The newsletter template and the two emails are outside the website scope we agreed, so I'd handle them as a separate piece of work. I can quote it this week and start once the current project is delivered. Shall I send that over?
When the answer is simply no
Sometimes the extra work isn't something you offer, or you don't have the capacity. A short, clear no is more professional than a vague maybe: thank them, say it's not something you can take on, and suggest another route if you have one. You don't owe a long explanation.
Keep it calm: words to avoid
Too apologetic. "Sorry, I hate to ask, but…" or "I feel bad saying this…" makes a normal boundary sound like a favour you're begging for.
Too hostile. "That's not my job" or "As I already said…" turns a scope question into a conflict.
What works instead. "That's outside what we agreed, and I'm happy to quote it separately." Friendly, clear and easy to answer.
What to do after you send the reply
Wait for a decision before starting. Don't begin the extra work on a "sounds good, go ahead" until price and timing are confirmed.
Put the change in writing. If the client approves, confirm the new work, price and dates in a change request or an updated proposal.
Carry on with the agreed work. If they decline, keep going as planned. Nothing about the original project changes.
Getting requests like this every week? ReplyGuard turns the pasted client email into a reply in five tones, with next steps, so you don't have to write each one from scratch.
Other difficult client emails
Say no to free work,
not to the client.
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