He recommends sanding, then an undercoat and four coats of high-performance paint. But Sal decides she wants just a light sanding and one coat on top of the existing paintwork.
Leon warns her it won’t weather well, but she insists it’ll stand up to the wind and rain. Six months later, she complains of paint bubbling. She blames poor workmanship and asks for a refund.
Leon checks back over his paperwork. He finds an email he sent Sal outlining his concerns about her preferred method.
Because she went against his advice – and he’d clearly set out the risks of this option – Leon doesn’t have to provide any remedy.
He turns down Sal’s refund request. His email, and their discussion about methods, limits his liability. The job was done with skill and care, but to lower specifications at her request.
Sal is not pleased. But once reminded of Leon’s recommendation, she accepts she’s not entitled to a refund. She asks him to quote again to fix the paintwork and make her door weatherproof.