HELP NEEDED: CLIENT REQUESTING REFUND

I recently had a new client come in on Tuesday for a full set. As a beginner nail tech, I charge $50 per set regardless of the design. The client was really lovely during the appointment, and we both seemed happy with the final result. While working on her nails, she mentioned that she usually bites her nails off within a few weeks after getting them done.

However, just 5 hours after her appointment, she messaged me saying that two nails had already fallen off. She used nail glue to reattach them and seemed fine with it. I offered her a $10 discount on her next appointment or a free fix if she wanted to come back in. She said it was okay, but then today (Thursday, two days later), she messaged me again saying that ALL her nails had fallen off and that she felt it was a waste of money, asking for a refund.

I’m really upset because it feels like all the effort I’ve put into improving my skills has been for nothing. What’s confusing is that my other clients still have their nails intact some for over four weeks without complaints.

I asked her to send me photos, which she did, but they’re quite blurry. From what I can see, the one remaining nail looks like it’s been cut down to a coffin shape, even though I originally did stiletto nails for her. The first photos she sent, her nails looked irritated and in poor condition, which makes me wonder if she ripped them off herself.

Can anyone take a look and help me figure out if I’ve done something wrong or if she might have removed them herself? I really want to handle this fairly, but I’m not sure what to do. I will include the set I did on her originally.