Hi Tara, what an unpleasant situation – and unfortunately part of business. I find 99% of people are great but there is always one that will be difficult. I have made cakes for 20+ years and have learned to stick to my pricing, terms and conditions. In your case, it’s definitely been knocked by the damage that is visible on the back. You are right to withhold your funds. Going forward make sure to have strict terms and conditions noted on your website or on a document they sign and don’t compromise on your price. If they are not prepared to pay what you are worth for you time/effort and materials I would not be taking them on as a client.
All the very best in the future
Sue
