How to Say “That’s Not Included” and Get Paid for It — Without Feeling Guilty

Ever feel that knot in your stomach when a client asks for something outside the original agreement — and you’re not sure how to say no without feeling bad?

You’re not alone. As a business owner, especially one who leads with heart, saying “That’s not included” can bring up all sorts of resistance — guilt, fear, even panic. You want your clients to succeed. You want to be generous. But when those extra requests go unpaid and unacknowledged, the line between service and self-sacrifice starts to blur.

This post breaks down:

• Why setting boundaries feels so hard

• What actually happens when you don’t

• The exact contract clauses that stop this dynamic at the root

• And how to say “That’s not included” in a way that gets you paid and protects the relationship

Why Business Owners Feel Guilty Saying “No” to Clients

Let’s start with the emotional layer — because most of this struggle doesn’t come from the client. It comes from us.

When a client asks for more, they’re not trying to take advantage. They trust you. They value you. They want more of your brilliance — and that’s a good thing.

The conflict begins inside you:

• You worry they’ll walk away

• You fear they’ll get upset or leave a bad review

• You don’t want to feel like the “bad guy”

• You’ve been conditioned to believe saying no is selfish, mean, or unprofessional

Many of us grew up in environments where we weren’t allowed to set boundaries without punishment or shame. That conditioning shows up in business — especially in service-based relationships where the lines between support and self-abandonment can get murky.

What Happens When You Don’t Set Boundaries with Clients

Let’s be blunt: not having clear boundaries in your contracts isn’t just emotionally draining — it’s financially devastating.

Here’s what I see over and over again:

• You keep giving… but not getting paid.
  Extra calls. More revisions. Unplanned support. All unpaid.

• You train clients to expect access, not respect.
  Without clear containers, they assume you’re always available.

• You lose time, energy, and profit.
  Even one client doing this can slow you down. Ten clients doing this? You’re underwater.

• You create resentment and burnout.
  What started as generosity turns into exhaustion — and that energy shows up in how you serve.

Real Story: When the Project Never Ended

One of my clients is a seasoned business coach who also offers branding design — websites, logos, and visual assets. She sold a 3-month coaching + design bundle. But the client?

• Showed up late

• Changed the project direction repeatedly

• Didn’t complete key action steps

• Treated coaching calls like therapy sessions

• And never actually started the design process

Out of loyalty and care, my client extended extra coaching calls, gave emotional support, and tried to “get the client back on track.” The result?

The project dragged on for 12 months. The design work was never delivered. And my client ended up refunding 80% of the design fees — after overgiving all year.

What Went Wrong?

It wasn’t that anyone had bad intentions.
It’s that the contract didn’t define:

• What was included

• What the client was responsible for

• What happened when calls were used up

• Or what counted as “done”

There was no structure in place to protect either party when the project went off-track. And without that structure, everything fell on the business owner’s shoulders.

The Solution: Let the Contract Hold the Boundary (So You Don’t Have To)

This is where your client agreement becomes your best ally.

When your contract clearly outlines:

• What’s included

• What’s not

• What triggers additional charges

• What counts as “done”
  …you no longer have to defend your boundaries.

You simply remind your client of what you already agreed to.

The Two Clauses That Change Everything

1. Scope Creep Clause

a Scope Creep Clause clause sets the boundary and defines what happens when the client goes beyond it.

It gives your client freedom to ask for more — but it protects your time, value, and timeline.

a great scope creep clause will list the likely ask, whats include, where the boundary is and the outcome for going beyond the boundary. 

2. Acceptance Clause

An Acceptance Clause defines what counts as done. It stops the cycle of clients coming back months later asking for tweaks, updates, or questions — long after the project closed.

“The project will be considered complete upon delivery of final assets and confirmation of acceptance, or after 7 days with no requested revisions.”

It creates mutual closure — and lets you invoice confidently without waiting for “one more thing.”

But What If It’s Not in My Current Contract?

If you didn’t include these clauses upfront, you can’t enforce them retroactively. But you can start now.

First, update your client agreement templates so you have them moving forward. 

For current clients, here’s how to bridge the gap:

• Suggest next step, and timelines at each phase. eg At your next deliverable, say:
  “To help keep us on schedule, we typically limit this phase to two revisions.”

• When a client is close to using up their coaching calls, say:
  “You’ve got 1 call remaining in your plan, so lets work to get everything done in it. Of course, I’m happy to support with add-ons at $___.”

• If they push back, gently remind them:
  “That was outlined in our onboarding — I’ll resend the section so you can review.”

You’re allowed to clarify expectations as you go. It’s never too late to lead with clarity.

What If I Still Feel Guilty?

If guilt comes up even when you know it’s outside the scope, that’s your inner child, not your business owner self. It’s a sign you’re bumping up against old stories — not present reality.

You are not selfish for protecting your time.
You are not greedy for getting paid.
You are not unkind for honoring your boundaries.

You are a business owner. And your business is built on value exchange.

How to Say “That’s Not Included” — With Confidence and Care

Here’s a simple structure you can use in the moment:

1. Reflect their goal:
“To help you stay on track with your launch timeline…”

2. State the boundary clearly and warmly:
“…we’re working within the package you purchased, which includes three calls.”

3. Offer a next step:
“I’d love to keep supporting you beyond that — we can add on another call for $100 or bundle the rest into a next-phase package.”

No drama. No guilt. Just clarity and care.

Want These Clauses Done for You?

If you’re tired of rewriting boundaries mid-project… or making up your policies on the fly…
Grab my free guide:

👉 Aligned Clients, Paid with Purpose™ program includes:

• Done-for-you contract language for scope creep and acceptance clauses

• Real-world examples from coaches, consultants, and creatives

• Guidance on how to align them to your heart-centered leadership and increase revenue 

So you can confidently say:

“That’s not included — and here’s how we move forward.”

With peace. With purpose. And with payment.

Watch the Replay:

FAQs:

Q1: What should I say if a client pushes back and says, “I thought that was included”?

If it’s in the contract, the client has already agreed to it — whether they remember or not.

You can say:

“That’s actually outlined in the agreement you signed. I’ll resend the section so you can take a look.”

To reinforce this in the future, walk through it during onboarding.
If it keeps happening, adjust your onboarding to explain the key terms clearly and proactively.

Q2: How do I charge for extras without making the client feel nickel and dimed?

The key is clarity and timing.

Clients feel nickeled and dimed when:

• They weren’t told what’s included or excluded

• You tell them after they’ve already made the request

• There’s no context or reminder

What to do instead:

• List what's included and what's not in your contract

• Use friendly reminders:

  “Just a heads up — this is your final revision. Anything additional is available at the rate outlined in the agreement.”

This gives clients time and choice — so it doesn’t feel like a surprise.

Q3: What do I do if I didn’t include the right contract clause from the beginning?

You can’t retroactively enforce something that wasn’t in the contract. But you can start setting expectations now.

Use language like:

“To keep us on track with your timeline, we recommend no more than two revisions in this phase.”

Or after delivery:

“Now that we’ve sent the deliverable, let’s aim to wrap things within two revisions. That keeps us on track and avoids delays.”

This shows leadership and sets a standard — even if it wasn’t legally baked in at the start.

Q4: How do I know what to include in my client contract to prevent scope creep?

Most contracts list the deliverables — but not the boundaries. That’s the difference.

Here’s what to add:

• A scope creep clause: defines what’s included, what’s not, and what happens when the line is crossed

• An acceptance clause: defines what counts as “done” so clients can’t come back months later expecting more

These aren’t found in template contracts. You must create them based on how your business actually works.

Q5: What should I say when a client asks for something that’s outside the contract?

Start by centering the client’s goal. Then give them the next step clearly and confidently.

“To help you stay on track for your launch, we’ve structured this package to include three calls. We’ve completed those, but I’d love to continue supporting you. You can add more sessions at the rate listed in the agreement.”

Don’t apologize. Just lead.

Q6: What if I feel guilty charging for something that’s outside the package?

That’s not about the client — that’s an internal misalignment.

Guilt often stems from childhood patterns: not being allowed to say no, not wanting to upset people, or feeling like love had to be earned.

When you remove that emotional charge through awareness or reflection, the choice becomes clearer:

“Do I want to include this, or not?” — not “Am I a bad person for charging?”

Q7: How do I make sure my clients don’t expect more than what’s in the package?

You must:

• Define clear inclusions and exclusions in writing

• Remind them during delivery:

  “This is your last included coaching call. I’m happy to continue beyond that at the rate outlined on page 2 of your agreement.”

• Reinforce with onboarding and mid-project check-ins

Your job is to make the boundary visible, not just internal.

Q8: What if a client tries to reopen a past deliverable months later?

If your contract says they’re allowed revisions, and you didn’t specify a deadline — they technically can.

To avoid this, add:

• A timeline on how long revisions are available

• An acceptance clause defining when a project is officially closed

Without that, you’re at risk of clients showing up six months later expecting updates — which will feel frustrating and unprotected.

Q9: What if my client agreed to the contract but claims they didn’t realize what it said?

Their signature is still valid.

You can say:

“I understand that might have been unclear, and I want to support you. Just a reminder — that section was included in the agreement. I’m happy to help you choose how to move forward from here.”

From there, you decide:
Stick to the boundary, or make an exception — but don’t let guilt dictate your decision.

Q10: How do I stop overgiving when I want my clients to succeed?

It’s not about caring less — it’s about caring with structure.

“You can give your full heart and still have boundaries.”

A strong contract allows you to show up generously without draining yourself or sacrificing your income. It says:
“This is how I serve best. If you need more — I’m available, but it requires an additional investment.”

That’s leadership. That’s love. That’s business done well.