What to say when a client's nails lift

Help me answer a client whose set lifted or broke.

THEIR MESSAGE: [paste it exactly, no name — e.g., hey so 2 of my nails lifted already 😩 its only been 4 days. the middle one on my right hand is like half off. can u fix??]
THE SET: [service, when, price — e.g., builder gel overlay on her natural nails, done 4 days ago, $65]
MY FIX POLICY: [your real policy, word for word — e.g., free repair within 7 days for lifting or breaks, as long as the client hasn't glued or picked at it. After 7 days, $5 per nail.]
WHAT I KNOW: [anything relevant, including your own side — e.g., at the appointment she said she'd just started a restaurant job washing dishes. I did my usual prep.]
MY OPEN SLOTS: [two or three real times — e.g., Thursday 5pm or Saturday 11am]

Do it in this order.

1. WHAT THEY SAID vs WHAT THEY NEED. One line each.

2. IS IT COVERED? Check it against my fix policy only: covered, not covered, or unclear.
   If unclear, the one thing I need to ask.

3. THE REPLY. Offer the fix first, before anything else. No blame either way — don't
   suggest it's their fault, don't apologise as if it's mine. Offer my open slots. Add one
   line asking them not to glue or pick at it before the appointment ONLY if my policy
   mentions that. Under 80 words. Sound like a person texting. At most one emoji.

4. FOR ME, NOT THEM: three questions to ask at the fix appointment that would help me
   work out why it lifted. Questions only — don't state causes of lifting as facts, and
   don't guess at a cause in anything the client will read.

Rules: never invent a policy, a price or a time I didn't give you. If their message
mentions pain, redness, swelling, heat, or anything under the nail, don't name a
condition — the reply says I'd like to see it in person, and that if it hurts they
should get it checked by a doctor or pharmacist.