One of the most common sources of tension between lash techs and clients is the infill conversation. The client books a fill. You look at the lashes and know they need a full set. The client doesn't want to pay for one. With a clear policy and confident communication, this conversation becomes simple — every time.
What's actually happening between appointments
Natural lashes grow in cycles. At any given time, your lashes are in different stages — growing, fully grown, or shedding. Extensions fall with the natural lash they're attached to, which is why sets don't thin evenly. Some areas drop faster than others depending on the individual's lash cycle, lifestyle, and aftercare. A well-maintained set at three weeks typically has 40–60% of the original extensions remaining. At four weeks, it's closer to 30–50%.
The general rule
An infill is viable if at least 40–50% of extensions are still present, the remaining lashes are in good condition, and there are no significant hygiene issues. Below that threshold, a full set produces a better result and typically takes the same time or longer. Charging infill price for what is effectively a full set undervalues your work and creates an inconsistent outcome for the client.
💡 If you're spending significant time removing old adhesive or poor clusters before you can even start filling, that time needs to be factored in. Often it tips the balance toward a full set recommendation.
What to look for at the consultation
- How many extensions remain — and are they distributed evenly?
- Are there stickies or grown-out clusters from the previous set that need removing first?
- Is the base of each extension clean, or is there debris, old adhesive, or residue?
- Do the remaining extensions still have good adhesive coverage?
Having the conversation
Clients respond well to honesty delivered with confidence. Try this:
"I've had a look and there's not quite enough coverage left to give you a great result from an infill — I'd be doing you a disservice if I filled over this. I'd recommend a full set today so we're starting fresh, and if we get you back in at two to three weeks from now we should be right back on infill schedule."
Always ready for a full set. Browse our complete lash tray range to keep your most-used curls and lengths well stocked — so you're never turning a full set into an infill because you ran out of product.
📌 Include your infill policy in your booking information upfront: infills available up to four weeks from the original set, or minimum 40% retention. When clients know the rules before they book, there's rarely a dispute.
