Terms & Conditions

1 Appointments & Cancellations

• Appointments may be cancelled or rescheduled free of charge with at least 24 hours’ notice prior to the scheduled appointment time.
• Cancellations made with less than 24 hours’ notice, or failure to attend the appointment (no-show), may incur a call-out / administration fee of $110 to cover lost time and travel.
• Please ensure that someone is present at the property at least 60 minutes before the scheduled appointment, as earlier appointments may finish ahead of schedule.
• If access is not available at the agreed time and no prior arrangement has been made, the appointment may be treated as a no-show.
• Stunning Piano Service reserves the right to reschedule or cancel appointments due to unforeseen circumstances, including illness, equipment issues, or unsafe access conditions.
• Online bookings may require electronic confirmation. Appointments not confirmed may be automatically cancelled.

2 Payment Terms

• Payment is required on completion of the service, unless otherwise agreed in advance.
• We do not offer credit unless pre-approved.
• Accepted payment methods include cash, bank transfer, or card payment. A 1.5% surcharge may apply to card payments.
• If payment is not received at the time of service and no prior arrangement has been made, an administration fee of $30 may apply.
• Overdue invoices may incur additional administration charges.

3 Complaints & Follow-Up

If you are not satisfied with the service provided, please contact us within seven (7) days of the appointment.

After this period, we may not be able to accept responsibility, as factors such as humidity, temperature, usage, and environmental conditions can affect piano performance.

4 Authority to Perform Work & Risk Acknowledgement

By confirming your appointment, you authorise Stunning Piano Service to carry out piano tuning, maintenance, and/or repair work. You acknowledge that:

• Piano tuning involves increasing string tension, and older, rusted, or brittle strings may break during normal tuning procedures.
• Increased tension may exacerbate existing structural weaknesses, including cracks in the soundboard or plate, particularly in older or poorly maintained pianos.
• Pianos are primarily constructed of timber and are affected by humidity and temperature, which are beyond our control.
• Stunning Piano Service is not liable for string breakage or structural issues that occur as a result of normal tuning or maintenance, unless caused by proven negligence.

5 Piano Ownership

You confirm that you are the owner of the piano, or that you have authority from the owner to authorise the work. If you are not the owner, you accept responsibility for any claims arising from the service.

6 Piano Condition & Stability

• Pianos that have not been tuned for extended periods may require pitch-raise procedures and/or multiple tunings to achieve stability.
• Long-neglected pianos may have unstable tuning, rusted strings, sticky keys, or internal issues.
• A follow-up tuning within 3–6 months may be recommended after an initial service to improve tuning stability.

7 Untunable or Antique Pianos

• Older or antique pianos (typically 40+ years old) may require additional time and assessment.
• If a piano is found to be untunable (e.g. loose tuning pins that cannot hold pitch), we will discuss possible remedies.
• If tuning cannot be completed after reasonable attempts, a call-out fee of $90 may apply instead of the full tuning fee.
• Certain piano models or tuning systems may not be serviceable due to technical limitations.

8 Discounts

9 Pricing & Scope of Work

Prices listed on the website apply to standard residential conditions. Additional work, repairs, or extended service time will be discussed and approved before proceeding.

10 Changes to Terms

Stunning Piano Service reserves the right to update these Terms & Conditions at any time. The version published on our website at the time of booking will apply.