When to repair for free vs charge
| Scenario | Response |
|---|---|
| Lifting within 48–72 hours, likely prep or application issue | Free repair — this is your service guarantee in practice |
| Breakage within 3–5 days with no reported impact | Free repair — structural issue likely service-related |
| Lifting after 2+ weeks of product/water exposure | Paid repair — normal wear; educate on aftercare |
| Client picked or peeled at the product | Paid repair — clearly not service-related damage |
| Breakage after client described a knock or impact | Paid repair at your standard rate or discounted goodwill rate |
| Aesthetic dissatisfaction reported at appointment | Address at the time — this isn't a repair; it's a consultation issue |
How to assess what happened
When a client contacts you about a repair, gather information before responding with a resolution:
- Ask for a photo (good lighting, close-up of the affected nail)
- Note which nail and where — cuticle area, sidewall, free edge, or full lift
- Ask when it happened and what they were doing (dishes, gym, gardening?)
- Note how many days since their appointment
Your repair policy
A clear repair policy prevents ambiguity and reduces the emotional weight of individual repair conversations. Example policy wording:
Include your repair policy in your booking confirmation so clients are aware before their appointment. This prevents surprise when you enforce it.
Response scripts
Reducing repair requests
The best approach to repairs is having fewer of them. Key preventive measures:
- Standardise your prep sequence — never skip steps even under time pressure
- Give clear aftercare instructions at the end of every appointment (and send them by message)
- Track which clients have repeated repair requests and investigate your approach with them specifically
Retention and prep guides: how to improve nail retention | nail prep guide.
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Start free →Frequently asked questions
Should I offer free repairs as standard?
Not as standard — only when the repair is clearly due to your work. Offering free repairs automatically, regardless of cause, trains clients to expect them and attracts clients who push for free services. A clear repair policy (free within X days if the issue is service-related; charged repairs thereafter or for client-caused damage) is fairer to both parties.
How do I tell if lifting was my fault or the client's?
Location matters: lifting at the cuticle area or near the sidewalls often indicates a prep or application issue. Lifting at the free edge or a clean snap often indicates catching on something or a product exposure issue. Ask the client about their first few days: what they used on their hands, any exposure to water/chemicals/impact. You're assessing, not interrogating — the goal is to understand, not to find someone to blame.
What's a reasonable repair window?
Most nail techs offer a free repair window of 5–7 days for service-related issues. After that, repairs are charged at the standard repair rate. This window should be stated in your booking confirmation or policy. Some nail techs offer 48 hours for colour/aesthetic issues and 5–7 days for structural (lifting, breakage) issues.
