My deposit is always non- refundable. I let the person who is commissioning a quilt know that the deposit is used to purchase the fabrics, materials needed to start the quilt. The balance is due upon completion. When long distance commission I send photos of the finished quilt and a final invoice. Once final payment is received including shipping and insurance fees I package the quilt and send it on its way. In fifteen years I've only had one person decide she didn't want her quilt, she was local and never saw the finished quilt. I had called and arranged a time to deliver it and the day I was taking it to her she called and said ... I decided I don't want it..... no explanation. I sent her a letter stating she had thirty days to pay for the quilt or forfeit any rights to it, and would lose her deposit. After the thirty days I sold the quilt for three times what I was asking her to pay.