What is your policy for refunds/lost nails?

[elliebabes33]

hi after a bad experience with a client this week (some of her nails came off so I re-did them and a further one came off after that and she demanded a refund ) I was just wondering how you all act to this kind of situation (if you are unlucky enough for it to happen to you!) do you refund? how many replacements should you do? I have just opened my own nail bar (after doing about 30 sets of nails as a mobile Tech and qualifying last June) and need to know what to do if it happens again. Thanks!

 

[nailsbyamy]

I am very new, so I am interested in hearing what more experienced tech suggest, but what I have been told from a couple mentors is that you should not refund the money but rather offer a credit. You used your supplies and your time, and you took care of the repairs, so you should not refund the money. Tell them they can come back for a pedicure or something of the sort.

 

[Bagpuss]

I don't guarantee anyones nails....you cant, you have no idea what they will do with them once they have left you.

Its hard to say whether to refund or not as all situations are different, clients can and do break nails....especially those who are not used to them or go against your advise and have them too long. Also clients who's jobs/lifestyles effect their nails....(i had a client who mucked out horses all day and her and nails just didn't work out..:lol

The first option is always to have the client back and try to work out what happened...a few simple questions...a look at the nail...and most of the time all becomes clear....if you think that you might be at fault (2 nails off and other 8 all lifting) then yes a refund/replacement should be offered....but if not (1 nail off but other 9 perfect and solid and with obvious stress marks/damage to the natural nail of the missing enhancement) then no...charge them to replace and no refunds.

I might...if feeling they were genuine...offer a free replacement of 1 nail if it had only been a few days since i did them...but I would stress to them that this was merely a gesture of goodwill and that all future repairs would be charged for.

 

[katiebbaby]

Why had her nails came off, I would first inspect clients hands to inspect how they came off, if there is damage to the natural nail then more likely been pulled off or caught in some way, this is not your fault. However is she is saying the nail fell off then this is very rare more likely lifted slightly and been helped fall off lol.

I would only ever replace if they informed you as soon as happened and camer to see you as soon as possible for you to inspect, if it is obvious it is not your fault I would charge. You have to remember that if clients are havinhg their nails long, too long and they get caught etc that this is their fault if you have advised otherwise. I have them sign there cards at every appointment and wrtite down what I have advised, with regards to length colour care etc. HTH xxxx

 

[katiebbaby]

ha ha Angie you got there before me lol xxxx

 

[shell28]

All my clients sign a consult form which basicaly says im not responsible once they leave my premises and all breakages are to be paid for. If though a client made contact within 24hrs with a problem then of course i would sort the problems out foc.

 

[tashastalons]

I recently had a situation similar to this!
I had this lady in to have her nails done, she used to come into the salon i previously worked in and always had problems with her nails, we always took particular attention to prep on her by this i mean double prep!
If she came in for a repair and they come off within the 2 week period (bearing in mind she comes in every three wks) I would never charge her.

anyway more to the point she came at the beginning of dec i did a new set on her and she came bk in 3 wks with just some lifting, on the rebalance i did them christmas eve and she started to have some probs with them coming off but this was 2 1/2 weeks after she said she wasnt happy and wanted me to repair them for free saying she only had 3 nails left on, I decided actually im going to stand my ground for once!! I told her it wont be free because its been over 2 wks and it would be like doing a new set so i suggested id charge her rebalnce price for a whole new set or ill soak them off and mini manicure them for free which I thought was pretty fair as I never charge her for nails she has off or even bits of nail art (im prob to blame).

She decided she didnt want a new set for rebalance price and wanted them soaked off.
She came in with 5 still fully attacted all looking fine with minimal lifting :evil::evil: So I soaked them off and she didnt even say thanks!

I dont regret anyway I dealt with her, All my clients are lovely! and its clients that her you can live without. xx

 

[zcook]

I dont do refunds, I will replace at a charge as I have never had a nail come off unless the client has whacked it off or fell over.

I would replace if someones nail had come off within a week.

 

[elliebabes33]

thanks for your advice ladies. I think getting them to sign a form is a good idea and I am going to do that in future. But I agree on not doing refunds, It left me £25 out of pocket!


I have now done some forms for clients to sign that read as follows:

Broken/lost nails disclaimer

Occasionally some nails can come off due to trauma to the nail or contact with chemicals/water without wearing protective gloves, or clients picking at/biting the nails. I am happy to replace lost nails free of charge up to two weeks after the day they were put on, but after that there is a charge of £2 per nail due to wear and tear. Due to the cost of materials I cannot offer a refund, I can only replace them or remove them altogether and offer another nail service.

I (the Client) agree to the above terms

Signed......................................................

Date.........................................................

Nail Technician Ellen Thompson

Signed .....................................................

what do you think?

 

[thenailangel01]

personally i wouldnt say 2 weeks i would just do 1 as you dont know what they are doing.

 

[elliebabes33]

thats true. Its hard to prove if they just fell off or not! thanks for all your replies!