The old polish is removed using the hand filing tool which worried me slightly and left some of the old polish on my nails, also I had a change of person during the process which was a bit unsettling because I felt the first person took a lot of care whilst the second just seemed to get it done as quickly as possible. Overall not the best experience and a slightly messy result. To be fair it could be bad day I’ve been there before and have been delighted with the results.