Terms & Conditions

Pianos purchased online or over the phone have a 30 day money back guarantee, excluding cost of delivering and collecting piano. Pianos purchased in store cannot be refunded or cancelled after payment is made, however they can be exchanged for another piano. If a piano purchased in store is to be exchanged, then any difference in price must be paid if the price of the exchange piano is higher, but if the exchange piano is cheaper then any surplus can only be credited as store credit, and not refunded

Delivery price shown (if applicable) is within 150 miles of London to ground floor unless otherwise stated and a maximum of 3 steps, inside or outside the property. Additional steps may be chargeable. Our standard level of service is based on piano delivery within a 150 mile radius of Maidenhead. Delivery beyond 150 miles may take extra time due to scheduling constraints.

You must also inform us beforehand if there are other access issues so that we can make adequate preparations, including but not limited to - gravel around the property, a long distance between unloading area and the property, needing to take piano over a soft surface (e.g. grass/ a garden), tight corners inside or outside the property on the route the piano will travel, tight doorways which may require removal, etc.

Delivery is provided by a third party provider commissioned on your behalf. Piano will be insured for the full value in transit for loss or damage. The maximum liability of Pianoz or the transport contractor for damage to your property during delivery is £100 total. If piano is required to go up or down stairs, neither Pianoz nor the transport contractor accept any responsibility for damage to the staircase, floor coverings, walls, ceiling, hand rails etc.

In the majority of cases, most access issues will not incur extra cost as long as they are discussed in advance so the transport contractor can be sufficiently prepared with the equipment or man power required. If an access issue is not disclosed beforehand then you will be responsible for the extra cost the transport provider charges for the delivery. If successful delivery is not possible because of an undisclosed issue then you will be responsible for the delivery cost from the warehouse to your property, back to the warehouse, and for redelivery if applicable.

Upon request we will provide full legal details of your transport contractor. Your contract of delivery and responsibility for the scheduling, execution and liability for the piano move is with the transport contractor not Pianoz.

The transport contractor will be an experienced piano specific moving company, who have all the correct equipment and technique to move pianos successfully. However, if your property contains expensive floor or wall coverings we would advise commissioning collection and delivery of the piano yourself using a transport provider that provides coverage to the value of the internal and external fittings and decor of your property.

Limited Warranty Terms & Conditions

This document details the standard limited warranty for used pianos sold by Pianoz

Warranty Length

As stated on listing

Be Prepared For Unusual Behaviour!

An acoustic piano is a beautiful instrument, manufactured mainly from natural materials and resources. Due to their nature, acoustic pianos respond to changes in atmosphere, temperature, humidity and also transportation.

With the above in mind, your piano may develop overtones, squeaks, buzzes etc that you did not notice when the instrument was first delivered. This is your piano “getting used to” its new environment and may need a little adjustment after it has settled into its new home.

Make Us Aware Of Any Issues You Have
We want you to be happy with your piano, and therefore ask that you make a list of any unusual noises, squeaks or behaviour that you are concerned about. This list will need to be sent in writing to Pianoz by email

Keep your piano maintained
For the warranty to remain valid the piano must be tuned at least once every 6 months. Please keep receipts or invoices of tuning as proof. The piano must also be tuned within 1 month of arrival, as all pianos require tuning after moving.

The warranty covers
1. Soundboard cracks
2. Cracks or failure in the wrestplank/ pinblock
3. String breakage
4. Major structural defects affecting the musical integrity of the instrument
5. Sticking keys - if any sticking keys arise we will pay for these to be fixed when the piano is next tuned by a professional tuner (tuning at your expense).
6. For digital and/ or hybrid pianos: Correct functionality of the electronic components, key sensors, user interface buttons and speakers
7. For acoustic pianos which also have electronic elements (silent pianos/ transacoustic style pianos/ self playing pianos) there is sometimes a different warranty length for the electronic elements, which will be stated on the advert if applicable

The warranty does not cover

1. Tuning, tuning stability, voicing, regulation. These are all items which require periodic maintenance and upkeep like all pianos.
2. Any visual defects, scratches, chips, cracks or damage to exterior of piano
3. Any buzzing, resonance, perceived musical quirks, pedal noises, dislike of the tone of the piano, unless caused by a defective item covered in the warranty. These are all items which can and should be adjusted during the course of a routine tuning for no extra charge.
4. Functionality or accuracy of any pedals. Pedals occasionally require adjustment to maintain optimum functionality which a tuner can do at the same time as tuning for no extra charge.
5. Any suggestions for optional improvements or non-essential maintenance work suggested by a teacher, tuner or other person.

Call-Out Charges & Fees

Pianoz charges a callout fee for investigation of warranty issues payable in advance of £100 + VAT within 50 miles of Slough + 50p per mile beyond this. If the reported fault is repairable under warranty, the fee charged is refundable in full. If the fault is not covered under the warranty, then the fee will not be refunded and additional charges may apply for routine adjustment, servicing or regulation of your instrument. Sticking keys do not require a call-out charge, as they will be fixed as part of a regular visit from your tuner. At our discretion we may authorise works without an in person inspection if they have been quoted for by a qualified piano technician. All works must be agreed in writing, in advance of the work taking place. Under no circumstances will any works be paid for without prior written agreement from Pianoz

Furthermore, this warranty does not apply if any of the following have occurred:
1. Accidental Damage
2. Damage caused by abuse, modification or negligence
3. The factory serial number has been removed, altered or defaced
4. The piano has been improperly repaired or serviced
5. Repair or attempted repair by anyone other than Pianoz or a technician appointed/ authorised to carry out the work by ourselves
6. Piano has been kept in an unsuitable environment e.g. conservatory or swimming pool. The room should be between 17-24 degrees centigrade, and between 40-60 degrees relative humidity
7. Piano has been placed next to an active radiator or in direct sunlight
8. Damage caused by shipment or transportation of the piano (claims must be presented to the carrier)

In the event that your piano should prove defective in workmanship or materials, your remedy will be the repair, replacement or refund as stated in this warranty. Under no circumstances shall Pianoz be liable for any loss or damage, direct, indirect or consequential arising from the use of, or inability to use this piano, unless provided otherwise by English law.

Pianoz will, at its option, repair, replace or refund the product covered by this warranty if it becomes defective, malfunctions, or otherwise fails to conform with this warranty under normal use and service during the term of this warranty, without charge for labour or materials. Should the repair be uneconomical or a suitable replacement be unavailable, Pianoz will at its discretion offer to refund the piano and arrange for collection at its cost.

Under the Consumer Rights Act 2015, you do not have a right to insist on whether a piano is repaired, replaced, or refunded. It is down to the discretion of the retailer to decide which remedy will be offered, generally the cheapest option available to the retailer. Pianoz has the final say on which remedy will be offered.

Pianoz reserves the right to carry out in-home repairs for normal and customary repairs, but in extreme circumstances, your piano may need to be transported to our piano workshop for major servicing. Repairs may be performed using new or refurbished parts that meet or exceed manufacturer specifications for new parts.

If Pianoz elects to replace the product, the replacement may be a reconditioned instrument of similar age, brand, condition and present day value.

This warranty is not transferable in the event of sale of the piano to anybody other than yourself, and is immediately voided upon sale. This warranty does not cover any commercial usage of the piano e.g. in a school, or for recording or teaching purposes. This warranty covers a piano to be used in a UK mainland home only. Should the piano be removed from the UK mainland or sent abroad the warranty will cease to be valid.

Terms & Conditions for iOs App

By downloading or using the app, these terms will
automatically apply to you – you should make sure therefore
that you read them carefully before using the app. You’re not
allowed to copy, or modify the app, any part of the app, or
our trademarks in any way. You’re not allowed to attempt to
extract the source code of the app, and you also shouldn’t try
to translate the app into other languages, or make derivative
versions. The app itself, and all the trade marks, copyright,
database rights and other intellectual property rights related
to it, still belong to Adam Nicholas Harper.

Adam Nicholas Harper is committed to ensuring that the app is
as useful and efficient as possible. For that reason, we
reserve the right to make changes to the app or to charge for
its services, at any time and for any reason. We will never
charge you for the app or its services without making it very
clear to you exactly what you’re paying for.

The Pianoz app stores and processes personal data that
you have provided to us, in order to provide our
Service. It’s your responsibility to keep your phone and
access to the app secure. We therefore recommend that you do
not jailbreak or root your phone, which is the process of
removing software restrictions and limitations imposed by the
official operating system of your device. It could make your
phone vulnerable to malware/viruses/malicious programs,
compromise your phone’s security features and it could mean
that the Pianoz app won’t work properly or at all.

You should be aware that there are certain things that
Adam Nicholas Harper will not take responsibility for. Certain
functions of the app will require the app to have an active
internet connection. The connection can be Wi-Fi, or provided
by your mobile network provider, but Adam Nicholas Harper
cannot take responsibility for the app not working at full
functionality if you don’t have access to Wi-Fi, and you don’t
have any of your data allowance left.

If you’re using the app outside of an area with Wi-Fi, you
should remember that your terms of the agreement with your
mobile network provider will still apply. As a result, you may
be charged by your mobile provider for the cost of data for
the duration of the connection while accessing the app, or
other third party charges. In using the app, you’re accepting
responsibility for any such charges, including roaming data
charges if you use the app outside of your home territory
(i.e. region or country) without turning off data roaming. If
you are not the bill payer for the device on which you’re
using the app, please be aware that we assume that you have
received permission from the bill payer for using the app.

Along the same lines, Adam Nicholas Harper cannot always take
responsibility for the way you use the app i.e. You need to
make sure that your device stays charged – if it runs out of
battery and you can’t turn it on to avail the Service,
Adam Nicholas Harper cannot accept responsibility.

With respect to Adam Nicholas Harper’s responsibility for your
use of the app, when you’re using the app, it’s important to
bear in mind that although we endeavour to ensure that it is
updated and correct at all times, we do rely on third parties
to provide information to us so that we can make it available
to you. Adam Nicholas Harper accepts no liability for any
loss, direct or indirect, you experience as a result of
relying wholly on this functionality of the app.

At some point, we may wish to update the app. The app is
currently available on iOS – the requirements for
system(and for any additional systems we
decide to extend the availability of the app to) may change,
and you’ll need to download the updates if you want to keep
using the app. Adam Nicholas Harper does not promise that it
will always update the app so that it is relevant to you
and/or works with the iOS version that you have
installed on your device. However, you promise to always
accept updates to the application when offered to you, We may
also wish to stop providing the app, and may terminate use of
it at any time without giving notice of termination to you.
Unless we tell you otherwise, upon any termination, (a) the
rights and licenses granted to you in these terms will end;
(b) you must stop using the app, and (if needed) delete it
from your device.

Changes to This Terms and Conditions

We may update our Terms and Conditions
from time to time. Thus, you are advised to review this page
periodically for any changes. We will
notify you of any changes by posting the new Terms and
Conditions on this page.

These terms and conditions are effective as of 2021-05-13

Contact Us

If you have any questions or suggestions about our
Terms and Conditions, do not hesitate to contact us
at [email protected].