Gel Overlay Lifting After Two Weeks
A client returns 12 days after a gel overlay service on all ten nails. Six nails show lifting at the sidewalls and free edge; two of those have visible moisture discoloration underneath. She says she is a nurse who washes her hands constantly and uses hand sanitizer dozens of times per shift, and she admits she picked at one lifted edge. She wants the same service redone today at no charge. The previous technician noted the nails were natural, thin, and slightly oily at the time of application.
1. Diagnose the likely causes of the lifting and the discoloration, separating application faults from client factors.
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Application-side contributors: oily nail plates need dehydrating and a proper bond; thin nails flex, and if the gel is applied too thick or the free edge is not capped, flexing causes lifting at the sidewalls and edge. If the base was not cured fully or the product touched the skin, lifting starts at the edges.
Client-side contributors: frequent wetting and sanitizer use, plus picking, mechanically break the seal. The two discolored spots are most likely trapped moisture under lifted product, which is a warning sign of possible bacterial or fungal activity, not just cosmetic.
Conclusion: mixed cause, so a free full redo is not automatically owed. The discoloration must be assessed before any reapplication.
2. State how you would handle the discolored nails and the client's request for a free redo.
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Remove all product from the affected nails, inspect the discolored areas, and do not reapply over any sign of infection, separation, or active moisture. If the discoloration is surface staining and the nail plate is intact and dry, you may proceed after dehydrating; if there is any doubt, refer to a physician and leave those nails bare.
On the free redo: explain the mixed cause honestly, offer a reduced-fee or partial redo as a goodwill gesture, and set expectations. Educate on aftercare: gloves for wet work, avoid picking, cuticle oil, and rebooking at 2–3 weeks. Document the assessment, the decision, and what the client agreed to.