Posted by Dawid Ruth
on September 12, 2025
I think we've all experienced a client leaving a treatment dissatisfied. Each of us remembers this situation better than hundreds of successful stylings. After all, no one likes complaints, and we want everything to be perfect every time.
Each of us—regardless of our experience, commitment, and always giving 100%—has had our share of "hit" moments, large or small. Sometimes, our clients simply expected something different and let us know. In this article, I'll try to answer some frequently asked questions:
What should I do in such a situation?
How do I accept complaints about cosmetic services?
Does the law regulate contracts for cosmetic services?
Can a client not pay for a cosmetic service if she is not satisfied with it?
How to handle complaints about cosmetic services?
Should I have a price list at a beauty salon?
Of course, whether you think your objections to the styling are valid and justified is important, but what you approach a dissatisfied client with is also important. Remember that A satisfied customer sometimes tells her friends about you, a dissatisfied one will definitely do the same !
Below I will present you with some key questions and answers about complaints in a beauty salon in theory (I will refer to the basic legal act, i.e. the Act of April 23, 1964, the Civil Code) and in practice:
#1. Is the cosmetic treatment regulated by a contract?
Yes, it is a contract for specific work (it does not have to be written down) - this is what the Civil Code says about it:
Art. 627. [Contract for specific work]
Under a contract for specific work, the person accepting the order undertakes to perform a specific work, and the ordering party undertakes to pay remuneration.
#2. Can a dissatisfied client refuse to pay for a cosmetic service?
According to regulations, a customer should pay for the service provided, even if they are dissatisfied. In that case, they can, of course, file a complaint. This will typically be a warranty claim for defects in the service.
#3. What can a client expect if they have any comments about the work you have done?
The regulations state that:
Art. 636. [Method of performing the work]
§ 1.
If the contractor performs the work in a manner that is defective or inconsistent with the contract, the ordering party may request that the contractor change the manner of performance and set an appropriate deadline for this purpose. After the deadline expires without effect, the ordering party may withdraw from the contract or entrust the correction or further performance of the work to another party at the cost and risk of the contractor.
Art. 638. [Warranty for defects in the work]
§ 1.
The provisions of the statutory warranty for goods sold apply accordingly to liability for defects in the work. The order taker's liability is excluded if the defect in the work arose from a cause inherent in the material supplied by the ordering party.
Therefore, if the client is not satisfied with our work, she has the right to:
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requests for corrections,
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requesting withdrawal from the contract if the defects are significant. However, this is difficult to enforce,
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in a situation where the defects are not significant, demand a reduction in remuneration in an appropriate proportion.
It's also theoretically possible for a dissatisfied client to have the treatment performed at another salon and then bill you for the service. However, this is a last resort and rarely happens. Thankfully!
#4. Should I have a price list for services in a beauty salon?
Yes, it is the service provider's responsibility (in accordance with the Act of 5 July 2001 on Prices, Journal of Laws No. 97, item 1050) to prominently display information about the prices of services provided in a given establishment. Eyelash salons should definitely have clearly designated and visible prices. How to determine the prices of your services is a completely different matter. I'm sure I'll write a separate post on this topic someday, but I can tell you from experience that written and well-thought-out service prices are essential. If you give someone the wrong price, for example, over the phone or via instant messaging, you should keep your word and stay within the budget. This brings us to the next question:
#5. Can you increase the price of a service during the procedure?
Here the Civil Code states that:
Art. 630. [Increase in remuneration]
§ 1.
If, during the performance of the work, it becomes necessary to perform work that was not included in the list of planned works used as the basis for calculating the estimated remuneration, and the list was prepared by the client, the contractor may request an appropriate increase in the agreed remuneration. If the list of planned works was prepared by the contractor, the contractor may request an increase in remuneration only if, despite exercising due diligence, the contractor could not have foreseen the need for additional work.
§ 2.
The person accepting the order may not demand an increase in remuneration if he has performed additional work without obtaining the consent of the ordering party.
It follows that If you have performed additional work or services without the consent of the ordering party, you cannot demand an increase in remuneration .
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From my own experience I can advise you to She always carefully discussed the procedure you would perform, its price, and was always willing to listen to what our clients had to say . This will help avoid many unnecessary misunderstandings and the wasted time and nerves associated with explaining them.
I guarantee you that if you take your client seriously and try to simply communicate with them, you'll gain much more than if you engage in a heated argument. There's probably no eyelash stylist who hasn't experienced such situations.
I'm very curious if you've had any complaints, more or less spectacular... - if you have any tips to share with us, they're invaluable! Let me know in the comments or text me !
