A mechanic takes apart the suspension, finds a worn brake disc that cracks during unscrewing — it wasn't visible before. They call the client with a new amount, the client hears a higher price and immediately thinks the workshop is overcharging. A small workshop owner in Poland faces this regularly — and often doesn't know when they can legally raise the price and when they cannot. This article explains the rules directly from the Civil Code, complaint response deadlines, and what really should be documented when accepting a car.
In the following sections you'll find the exact rules for raising compensation depending on the type of contract, the complaint procedure, deposit rules, and a practical method for tracking extra work — so you can avoid disputes with clients and not lose money.
When you can raise the price — Art. 630 of the Civil Code
The Civil Code distinguishes between two main compensation models: estimate-based compensation and fixed-price compensation. With estimate-based compensation, where the price is determined based on a list of planned work and estimated costs, the contractor can only request a price increase in one specific case — when, despite due diligence, they could not foresee the need for additional work (Civil Code, Art. 630 § 1, Dz.U. 2026 item 795).
This is a crucial limitation: if an experienced mechanic should have noticed worn brake disc at the initial inspection because it was visible to the naked eye, they cannot later raise the price. However, if the failure was hidden and only became apparent after dismantling the component — then a price increase is justified.
The second condition is equally important: the contractor cannot request a price increase if they performed additional work without obtaining the client's consent (Civil Code, Art. 630 § 2, Dz.U. 2026 item 795). Doing the repair on your own and then presenting the bill is the surest way to lose a dispute.
When a mechanic could have foreseen the problem
If during the initial inspection there was visible brake fluid leak, worn brake pads, or unevenly worn tires — an experienced mechanic should know that additional problems may eventually appear. In such a case, a court would find that the workshop had the opportunity to foresee additional work, and a price increase would be unjustified. That's why during inspection it's worth documenting every noticed defect, even if the client decided to repair only some of them.
Difference between estimate-based and fixed-price compensation
Estimate-based compensation allows for price increases in strictly defined situations, while fixed-price compensation completely excludes this possibility. The choice between these two models depends on how well the workshop owner can assess the technical condition of the car before starting work. If the car is in good condition and all defects are visible — fixed price is safer. If the car is old and may contain hidden faults — estimate-based compensation is better.
Fixed-price compensation — why there are no increases here
With fixed-price compensation, meaning a set price agreed upon for the entire work, a completely different rule applies: the contractor cannot request a price increase under any circumstances (Civil Code, Art. 632 § 1, Dz.U. 2026 item 795). A contract with fixed price means exactly that amount — even if additional problems emerge during the process.
This has practical consequences for workshop owners. If you offer a client a fixed price, you either need to build in some buffer for unforeseen work, or clearly state in the contract that the quoted price only covers the scope visible during inspection. Otherwise, you risk the client paying exactly what was quoted, while you're left with the costs of additional parts and labor.
The client conversation principle — before or after
Calling the client before performing additional work isn't just a legal formality — it's the most effective way to avoid later disputes. During the call, it's worth clearly stating three things: exactly what was found, how much it will cost, and whether the client consents to that amount. If the client says "yes, fix it," you have proof that the work was done with their consent.
Good practice is to record the date and time of the call and exactly what the client said. In case of a later dispute, such a note can have evidentiary value. It's also worth sending the client an SMS or email summarizing the agreement — written form leaves less room for misunderstanding.
How to document client consent
The simplest form is an SMS or email confirmation: "I confirm consent for additional repair — [description] — amount: [sum]". The client replies "yes" or "I agree" — that's enough as proof. In more formal cases, it's worth sending a PDF with the new estimate for signature. In a CRM system, all this communication is automatically saved and linked to the specific order.
Responding to client complaints — 14 days
When a client files a complaint about the quality of the repair or the amount of the bill, there's a 14-day response deadline. The seller should respond to a complaint within 14 days from the date of its receipt; if they fail to do so, the complaint is considered accepted (UOKiK, Consumer Rights — Complaint). In workshop practice, this means you must respond to every complaint within two weeks — even if the response is "we'll review the matter and let you know within 10 days."
If you don't respond on time, you automatically accept the complaint. This means the client can demand repair, price reduction, or refund without further discussion. That's why it's worth maintaining a register of all incoming complaints with dates — it's easier to prove that a response was sent on time.
Deposit when booking a repair
Many workshop owners collect a deposit when scheduling a repair appointment. The rules are as follows: unless otherwise agreed in the contract, a deposit given upon contract conclusion means that if one party fails to perform the contract, the other party may withdraw from the contract without setting an additional deadline and keep the deposit, and if they themselves gave it — demand double the amount (Civil Code, Art. 394 § 1, Dz.U. 2026 item 795).
In practice this works like this: if the client doesn't show up at the agreed time and has no valid reason, the deposit stays with you. If you cancel the appointment without a valid reason, you must return the deposit and pay double. This applies to situations where the party is actually responsible — for example, a sudden illness of a mechanic or lift breakdown doesn't count.
What to document when accepting a car
When accepting a car for repair, it's worth immediately documenting three categories of condition: what is obvious and doesn't require dismantling, what raises doubts and requires closer inspection, and what will only be visible after disassembly. The first category goes into the estimate immediately. the second can be marked as "to be checked after dismantling." The third is the field for a clause about possible additional work.
The more precisely you describe the initial condition, the easier it will be to later prove that the newly found defect wasn't visible during inspection. Take photos, record mileage — every element that could become evidence in a dispute is worth preserving digitally.
For more on managing workshop processes efficiently, read the article Car workshop automation: phone, appointments and maintenance reminders. Details on costs and what influences the price of automation systems can be found in the text How much does process automation cost in a company? 2026 ranges and what changes them. Learn more about Process automation in a company: what can realistically be handed over to a system and what cannot and Reporting automation: how to set up numbers that the owner actually looks at.
Do it yourself: keeping a record of extra work
You don't need a complicated system to effectively track extra work. A simple notebook or sheet is enough, where you record the date, order number, what exactly was found, whether you contacted the client, and whether you obtained consent. Such a journal works as an internal control system — you can immediately see whether each additional repair was approved.
You can also keep such a register in table form, which you print and insert into the order folder. Columns: date, order number, car make and model, what was found, extra amount, client contact date, consent yes/no, client signature (if written). Even the simplest form is better than relying solely on memory.
How it looks with a system — extra work in CRM
A CRM system automates the entire process of documenting extra work. When a mechanic finds a new problem, they create a task with a photo — in the system it's immediately clear what was found, not "something with the suspension." Then the system initiates client contact: SMS with information about the need for additional repair and an approximate amount. The client replies "yes" or "no" — the reply is saved automatically.
Result: you have a complete history from the moment the problem was found through client contact to their decision. A new estimate is created in the system with a ready history of agreements — you don't need to explain anything further. Each order shows what was entered at the beginning, what emerged during the process, and how it was agreed.
When the system calls the client:
- 01problem found
- →02card with photo
- →03automatic client notification
- →04consent recorded
- →05new estimate ready
The final price decision belongs to the workshop owner.
See how CRM and automations help manage orders with complete history of agreements. If you want clients to receive automatic appointment reminders and thank-you messages after their visit — Automatic messages handles this automatically. Also useful are Cost Calculators, where the client enters the parameters and sees an indicative price, Integrations with your till, calendar and spreadsheet, Tasks to track repairs in progress, and AI Reports for a weekly summary of enquiries and sales.
When you need a lawyer, not independent action
Not every dispute about extra work has to end in court, but there are situations when it's worth consulting a lawyer. If the client publicly defames the workshop online, threatens a lawsuit, or the matter involves a significant amount — professional legal advice can prevent bigger losses. Also, when a complaint is unjustified but the client won't let go, having support in negotiations or drafting a legal response is valuable.
Frequently asked questions
Can I raise the price if the client doesn't answer the phone?
No. Performing work without obtaining the client's consent means you cannot request a price increase, even if the work was necessary. You must contact the client and obtain their consent — in writing or in a form that you can later prove.
What if it was a fixed price and additional work came up?
With fixed-price compensation, you cannot request a price increase in any circumstance. The contract is valid for the agreed amount, regardless of what problems appear during the repair. That's why when setting a fixed price, it's worth including a safety margin.
How long do I have to respond to a client complaint?
You have exactly 14 days from the date of receiving the complaint to respond. If you don't respond within this deadline, the complaint is considered accepted, and you may be obligated to repair, reduce the price, or refund the money.
Does the deposit always disappear if the client doesn't show up?
Not always. If the client fails to appear without valid reason, you can keep the deposit. However, if the workshop cancelled the appointment without justification, you must return the deposit and pay double. This applies to situations where the party is actually responsible.
Can I perform additional work if the client doesn't agree?
No. Performing work without client consent means you cannot demand payment for it. If the client refuses, you either have to finish the repair within the agreed scope or wait until they change their mind — but you cannot impose a deadline on their decision.