Out-of-scope email templates
Copy-paste replies for when a client asks for something extra. Each one says whether the work is covered, what it costs and what happens next, without sounding defensive.
What every reply here does
Swap the [bracketed] parts for your details. Keep the structure: it’s what makes a price sound fair rather than made up.
- Replies the same day
- Names the plan, not the person
- Gives a number or a next step
- Gets a yes before work starts
It’s extra: say so, with a price
The most common case. State that it’s outside the plan, give the number (or say a quote is coming), and ask for a yes.
Price to follow
You know it’s extra but need a moment to price it.
Thanks for sending this over. It sits outside what your plan covers, so I’ll put together a quick quote before I start.
Quick quote
Small extras with an obvious price.
Happy to take this on. It’s outside your current plan, so it’ll run [price]. Want me to start today?
Quote with the details
Bigger requests, where the client should see what they’re approving.
Thanks for reaching out! This request falls outside your current plan scope. Here’s what it would involve: [What the work includes] Estimated cost: [price] Want us to go ahead with this? Just reply and we’ll get started right away.
Excluded in the agreement
The request matches something your agreement lists as not included.
Thanks for this. [New page builds] aren’t part of your current plan, so this one would be an extra. It’s [price], and I can start as soon as you approve.
Revision rounds used up
Another round of changes after the included rounds are spent.
Happy to make these changes. Your plan includes [2] revision rounds, and they’ve all been used this cycle, so another round would be [price]. Want me to go ahead?
Monthly hours used up
Covered work, but the plan’s hours for the month are spent.
This is covered by [your care plan], but this month’s [10] hours are already used. I can do it now for [price], or schedule it for next month. Which works better for you?
Not sure yet: ask before you decide
Vague requests (“make it feel more modern”) can’t be checked against a plan. Ask what they mean first, then reply with one of the others.
Ask for detail
The request is too short or vague to judge.
Happy to help with this. Could you tell me a bit more about exactly what you need, so I can check it against your plan?
Ask what “done” looks like
The request could be a small fix or a whole project.
Happy to look into this. Before I start, can you tell me what you’d like changed and what “done” looks like for you? Then I can tell you whether it’s covered by your plan or needs a quote.
Saying no, politely
Sometimes the answer is no, or not now. Thank them, be clear, and offer a way forward.
Not within this arrangement
You won’t take it on under the current agreement.
Thanks for the idea! We’ve reviewed this and it’s not something we can take on right now within the current arrangement. Let us know if you’d like to discuss alternatives!
Not this month
You could do it, just not now.
Thanks for sending this. It doesn’t fit in this month’s plan, so I can’t take it on right now. I could schedule it for next month, or quote it as a separate project. Which would you prefer?
Not a service you offer
The work is outside what you do at all.
Thanks for thinking of us for this. It’s not a service we offer, so we’ll pass on this one. If it helps, I’m happy to suggest someone who does this kind of work.
It’s covered: confirm and start
Confirming included work matters too. It shows the client you check every request, which makes the “this one is extra” replies feel fair.
Covered by the plan
The request matches what the plan includes.
Good news, this is covered by your plan. I’ll get started and let you know when it’s done.
Covered, team version
The same reply, from an agency team.
Great news! This is covered under your current plan. We’re on it and will keep you updated on progress.
Quote approved and paid
The client said yes to an extra and has paid.
Payment received, thank you! We’re starting work on this now.
Creepless drafts the right one for you
Each client sends requests through their own link. Creepless checks every request against that client’s plan and drafts the reply that matches: covered, extra with a suggested price from your hourly rate or fixed-price menu, or a question when the request is too vague. Copy it, edit it, or send it as a quote the client approves on their link.
Out-of-scope replies, answered
New to the term? Read what scope creep is and how to prevent it.
How do you tell a client something is out of scope?
Reply quickly, say what their plan covers, and give a price or the next step. For example: “Happy to take this on. It’s outside your current plan, so it’ll run [price]. Want me to start today?” Naming the plan keeps it about the agreement, not about the person.
Should I do small out-of-scope requests for free?
Sometimes, as a deliberate goodwill gesture. The risk is doing it by default, because small favors set an expectation. If you do one for free, say so (“this one’s on us, it’s normally outside your plan”) so the client knows it was extra.
What if I don’t know the price yet?
Say it’s outside the plan and that a quote will follow before you start. Then send the quote as soon as you can, and don’t start the work until the client approves it.
How do I decline a request without losing the client?
Thank them, be clear that the answer is no for now, and offer a way forward: a later month, a separate project, or a referral to someone who does that work.
More on handling extra work
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