A client complains about the result: fix it for free or not?

01The message nobody wants

“Hi, three days later the gel is lifting on two nails.”The first reaction is to defend yourself: “that never happens with me”, “you must have done something”. That exact reaction turns a small problem into a negative review.

A complaint isn't an attack. It is a chance to keep a client who would otherwise have left without a word. This article covers what the law says, how to decide whether to fix it for free, ready replies, and rules that prevent disputes in advance.

02The first 10 minutes

1. Thank them for writing. A client who writes still wants to solve it, not leave.
2. Ask for a photo. Not as evidence against them, but to understand what happened.
3. Ask what happened after the visit. Calmly, without accusation.
4. Say when you'll reply. “I'll take a look and write back by tonight” beats silence.

03What the law says

In Latvia, according to the Consumer Rights Protection Centre, if a service doesn't conform to the agreement:

• First, the client has the right to ask for the problem to be fixed free of charge.
• If that isn't possibleor isn't done within a reasonable time, the client can ask for a price reduction or a refund.
• A claim can be made within two years, and must be raised within two months of the client noticing the problem.
• If a written complaint to the provider doesn't solve it, the client can turn to the Centre and then to the free Consumer Dispute Resolution Commission.

So a free fix isn't just kindness. It is the first step the law expects too. But not every problem means the service didn't conform: if the client, for example, ignored the aftercare instructions, it usually isn't your fault. Outside Latvia, check your local consumer rules.

04Fix it for free or not: test yourself

05Ready replies

06Touch-up rules that prevent disputes in advance

Most disputes come from things being unclear: the client thought fixes were always free, you thought never. Write the rules down in advance and put them on your booking page:

• Within how many days after the visit a free fix is possible, for example 7 days.
• What is covered, for example lifting gel or lashes falling out above a set number.
• What isn't covered, for example mechanical damage or ignored aftercare.
• How to report it: a photo and a message, not turning up without a booking.

Rules can't take away a client's legal rights. They only make clear how you work day to day.

07What to write down

If the complaint ends up as a public review, how to reply is covered in Google reviews and your Business Profile.

08How it works in RINDIQ

• On the client's page you can add a note with up to 15 photos, for example the result after the visit and the photo the client sent. Only your team can see them.
• If you agree on a partial refund, you can lower the booking's price with “Change price” within 24 hours of the appointment ending. If the client paid online, the difference is refunded automatically. A full refund of an online payment is possible later too. If the client paid in person, refund the same way they paid.
• For a free fix, create a normal booking and set it to €0 with “Change price”.