The content, performance and outcome of a service – such as car service, a renovation or hairdresser's service – must comply with what was agreed. A service is defective for instance when the work is not done professionally and diligently or it does not comply with the requirements set by law, decrees or the authorities, such as regulations on electrical and fire safety. If the durability and other attributes of work or materials do not meet the usual standards of good quality, the service is defective.
The work must correspond to the information provided in advance, in marketing and when the agreement was concluded. Entrepreneurs must take the consumer's interests into consideration, for instance by taking steps to avoid causing unnecessary costs to the consumer. Businesses must inform the consumer without delay if the ordered work is not worth doing, it is uncertain whether repairs will be successful or the work will be considerably more expensive tan the indicative price quoted.
Defect in a service