Terms and Conditions
Effective date: 10/5/2026
Business name: Perfect Piano
Website: www.perfectpiano.com.au
Email: info@perfectpiano.com.au
These Terms and Conditions apply to all services provided by Perfect Piano, including piano tuning, pitch correction, cleaning, regulation, voicing, repairs, inspections, reports, and related piano care services.
By booking an appointment, using our website, requesting a service, accepting a quote, or allowing our technician to begin work, you agree to these Terms and Conditions.
These Terms do not exclude, restrict, or modify any rights you may have under Australian Consumer Law.
1. Services Provided
Perfect Piano provides mobile in-home and on-site piano services, including but not limited to:
• Piano tuning
• Pitch raise and pitch correction
• Piano cleaning
• Regulation and action adjustment
• Voicing and hammer work
• Minor repairs
• Sticky key diagnosis and treatment
• String replacement
• Piano inspections and reports
• Piano maintenance advice
All services are subject to the piano’s condition, accessibility, safety, and the technician’s professional assessment.
Perfect Piano reserves the right to decline, modify, pause, or stop any service if the piano is unsafe, unserviceable, outside the agreed scope, or at high risk of damage.
2. Booking, Customer Authority, and Accurate Information
The person making the booking must provide accurate contact details, service address, piano type, access information, and any relevant information about the piano’s condition.
The person making the booking confirms that they are authorised to approve work on the piano and at the property.
If a booking is made on behalf of another person, organisation, school, venue, church, hotel, company, university, restaurant, or institution, the person making the booking remains responsible for ensuring payment unless valid written billing approval or a purchase order has been provided before the appointment.
Perfect Piano may contact the customer by phone, SMS, or email to confirm details before attendance. If the customer cannot be contacted where confirmation is required, the appointment may be delayed, cancelled, or treated as unconfirmed.
3. Booking Confirmation and Approval
Some bookings may be accepted automatically online. However, Perfect Piano reserves the right to review, confirm, reschedule, or decline any booking before attendance.
Manual confirmation may be required for:
• Organisation, school, venue, church, hotel, university, or business bookings
• Long-distance locations
• CBD or difficult-access properties
• Repair-only visits
• Piano inspections and reports
• Same-day or urgent bookings
• Pianos in poor, old, rusty, unstable, or unknown condition
• Bookings with unclear customer, billing, or access information
A booking is not guaranteed until all required information has been provided and, where applicable, confirmation has been issued by Perfect Piano.
4. Pricing and Quotes
Prices shown on the website are standard prices for typical service conditions. Final pricing may vary depending on the piano’s condition, location, access, parking, required work, pitch level, additional services, and parts required.
Where possible, additional charges will be explained before extra work begins.
Perfect Piano’s prices reflect professional time, travel, tools, experience, and quality of work. Prices are fixed and non-negotiable once agreed or once work has begun.
Promotional discounts only apply when advertised or agreed in writing before the appointment. Discounts cannot be requested retrospectively after the technician has arrived or after work has started.
5. Payment Terms
Payment is due immediately upon completion of service unless written credit terms have been approved before the appointment.
For private residential customers, invoices must be paid on the day of service.
For approved organisation bookings with a valid purchase order or written billing approval, payment is due within 7 calendar days unless otherwise agreed in writing.
Perfect Piano accepts payment by bank transfer, card, cash, or other approved payment methods.
Overdue invoices may incur:
• $20 administration fee after 48 hours overdue
• $10 additional administration fee for each further 7-day period overdue
• Late administration fees capped at $60 per invoice
Perfect Piano may suspend future bookings, decline further service, refer unpaid invoices to debt recovery, or pursue legal recovery of outstanding amounts where appropriate.
Debt recovery costs, legal costs, and collection costs may be added where legally recoverable.
6. Organisation, School, Venue, and Commercial Bookings
Organisation bookings include bookings for schools, churches, universities, hotels, restaurants, bars, hostels, event venues, companies, studios, institutions, or any non-private residential customer.
Organisation bookings require one of the following before attendance:
1. Full prepayment; or
2. A valid purchase order; or
3. Written approval from an authorised manager or accounts representative.
The customer must provide:
• Legal organisation name
• Service address
• On-site contact name and mobile number
• Billing contact name and email
• Accounts payable email
• Purchase order number, if applicable
• Confirmation that the person booking is authorised to approve payment
If no valid purchase order, prepayment, or written billing approval is provided, the individual who made the booking remains responsible for payment.
Perfect Piano is not responsible for chasing internal finance departments, managers, committees, or third parties who were not disclosed or authorised before the appointment.
7. Minimum Call-Out and Inspection Fee
Standalone visits, inspection visits, diagnosis visits, minor repair visits, and “just have a look” appointments are subject to a minimum fee of $150.
This fee applies even if:
• The visit is brief
• The issue appears minor
• The piano is found to be unserviceable
• The customer chooses not to proceed with repairs
• Only advice or diagnosis is provided
• The issue cannot be fixed on the spot
The minimum fee covers travel, time allocation, attendance, professional assessment, and initial advice.
Additional labour, parts, written reports, tuning, cleaning, or repairs are charged separately.
8. Travel Distance and Service Area
Standard pricing includes travel within 25 km of our business base.
Additional travel fees may apply as follows:
• 0–25 km: included
• 25–35 km: +$40
• 35–45 km: +$70
• 45–60 km: +$110
• 60+ km: by quote only, minimum +$150 travel fee
Distances are calculated from Perfect Piano’s business base or technician starting point, at Perfect Piano’s discretion.
If an incorrect or incomplete address is provided and the correct address is outside the included service area, additional travel charges may apply or the appointment may be rescheduled.
Long-distance bookings may require manual approval before confirmation.
9. Parking and Property Access
The customer must provide safe, legal, and reasonable access to the property and piano.
Where possible, parking should be available within approximately 100 metres of the service location.
Any paid parking, loading zone fees, access fees, or parking-related costs will be added to the invoice at cost.
If parking or access requires extended walking, repeated trips, difficult loading, carrying tools over long distances, or causes significant delay, Perfect Piano may apply an additional access fee from $30, or $30 per additional 15 minutes of delay.
For Sydney CBD, Surry Hills, dense apartment areas, commercial buildings, universities, venues, and similar difficult-access locations, a parking/access allowance may be added unless suitable parking is arranged in advance.
If safe or legal access is not available, the appointment may be delayed, rescheduled, modified, or treated as a call-out visit.
10. Cancellation, Rescheduling, and No-Show Policy
Cancellations or rescheduling requests made more than 24 hours before the appointment will not incur a cancellation fee.
Cancellations or rescheduling within 24 hours may incur a $50 late cancellation fee.
If the technician attends and no one is available, access is denied, the address is incorrect, or the customer is unreachable, this may be treated as a no-show.
No-shows may be charged up to the full booked service amount, depending on travel, time lost, and the appointment reserved.
Rebooking may only be allowed after outstanding fees are paid.
Perfect Piano may decline future bookings from customers with repeated cancellations, no-shows, access issues, or unpaid invoices.
11. Customer Responsibilities Before the Appointment
Before the technician arrives, the customer must ensure:
• The piano is accessible
• The top of the piano is cleared
• Items around the piano are moved
• The room is reasonably quiet
• There is adequate lighting
• Children and pets are kept away from the work area
• Parking/access instructions are provided
• Someone authorised is present or contactable
• Any known piano issues are disclosed
Perfect Piano is not responsible for delays caused by unprepared rooms, blocked access, unclear addresses, unsafe conditions, or missing contacts.
12. Workspace, Lighting, and Safety Conditions
The piano area must be safe, clear, and suitable for technical work.
Upright pianos must have the top and immediate surrounding area cleared.
Grand pianos must have nothing placed on the lid, music desk, strings, plate, or action area.
The technician must have enough space to open the piano and safely use tools.
Perfect Piano does not move pianos, heavy furniture, staging equipment, large objects, or unsafe items.
If the piano is located in a dark, cluttered, unsafe, unstable, or unsuitable area, the technician may request that the condition be corrected before work begins.
If minimum working conditions cannot be provided, the appointment may be delayed, modified, rescheduled, or treated as an inspection/call-out visit.
13. Quiet Environment Required
Piano tuning requires focused listening.
The customer must provide a reasonably quiet environment during tuning and related sound work.
Continuous or disruptive noise may prevent accurate tuning, including:
• Television
• Music
• Loud conversation
• Phone calls nearby
• Video games
• Children playing near the piano
• Barking dogs
• Construction noise
• Other instruments
• Events or venue noise
If the environment is unsuitable and cannot be corrected after request, Perfect Piano may pause, reschedule, or stop the service.
Fees for attendance, travel, and work already performed remain payable.
14. Children, Pets, and Workspace Control
For safety, liability, and quality control, children, pets, household members, guests, and staff must remain outside the immediate work area unless invited by the technician.
Customers must ensure that children and pets do not:
• Touch the technician’s tools
• Touch removed piano parts
• Touch strings, hammers, dampers, or action parts
• Play keys while tuning or repair work is being performed
• Climb on or lean into the piano
• Interrupt or distract the technician
• Enter the work area unsupervised
The technician’s tools and equipment must not be handled by anyone other than the technician.
If the workspace cannot be controlled, Perfect Piano may pause, stop, or reschedule the service. Fees for attendance or work already performed remain payable.
15. Piano Condition and Service Limitations
Pianos vary greatly in age, condition, design, maintenance history, and stability.
Perfect Piano is not responsible for pre-existing issues, including but not limited to:
• Rusted strings
• Loose tuning pins
• Cracked bridges
• Weak pinblocks
• Broken or worn action parts
• Prior poor repairs
• Moth or pest damage
• Water or humidity damage
• Soundboard cracks
• Loose screws or glue joints
• Worn felt, leather, bushings, or flanges
• Existing instability
• Prior neglect
Some pianos may not be capable of holding a stable tuning or may not be suitable for full service.
If the technician determines that the piano is unsafe, unstable, unserviceable, or unsuitable for the requested work, Perfect Piano may recommend inspection only, safe relative tuning, limited work, staged work, repair, or replacement of the piano.
16. Pitch Raise and Pitch Correction
A pitch raise or pitch correction may be required when a piano is too far from standard pitch or too unstable to be accurately fine-tuned in one pass.
Perfect Piano determines the need for pitch correction based on technician measurement and professional assessment during the appointment.
Pitch correction may be required where:
• The piano is more than approximately 10 cents flat or sharp on average
• The pitch is uneven across sections
• The piano has not been tuned for many years
• The piano has recently been moved and is unstable
• The piano requires a preliminary tuning pass before fine tuning
• The piano is severely neglected or has unstable string tension
Standard pitch raise is $120.
Severely flat, extremely unstable, or heavily neglected pianos may require major pitch correction from $180–$250, staged correction, or follow-up tuning.
Pitch rise is not determined by whether the piano “sounds okay,” whether it has been played, or whether a teacher or previous technician mentioned it. It is determined by measurement, stability, and the technician’s assessment.
If the customer declines a required pitch correction, Perfect Piano may decline to perform fine tuning or may proceed only with limited/relative tuning without stability guarantee.
17. Safe Relative Pitch Tuning for Old or Fragile Pianos
Some older, rusty, fragile, or structurally weak pianos may not be suitable for tuning to A440 concert pitch.
In these cases, Perfect Piano may recommend a safer relative pitch or reduced-pitch tuning to reduce the risk of string breakage, pin failure, or structural stress.
Relative pitch tuning means the piano is balanced internally to itself rather than forced to full concert pitch.
This still requires significant correction and balancing work and may incur the normal pitch correction fee.
Relative pitch tuning may not match fixed-pitch instruments, recordings, digital pianos, tuning apps, or ensemble performance requirements.
18. Follow-Up Tuning After Pitch Correction
Pianos requiring pitch raise, major pitch correction, or relative pitch correction may need a follow-up tuning within 4–8 weeks to improve stability.
This is especially common where the piano has:
• Not been tuned for years
• Been moved recently
• Been extremely flat
• Loose pins or old strings
• Significant climate exposure
• Poor prior maintenance
Follow-up tuning is recommended but not included unless specifically stated in writing.
After stabilisation, most pianos can return to a regular 6–12 month tuning cycle.
19. Tuning Stability and No Fixed-Time Guarantee
Perfect Piano performs tuning using professional methods and care.
However, piano tuning stability depends on factors outside the technician’s control, including:
• Piano age
• Pinblock condition
• Tuning pin torque
• String condition
• Soundboard movement
• Humidity
• Temperature
• Room conditions
• Recent moving
• Previous neglect
• Whether pitch correction was required
Perfect Piano does not guarantee that a piano will remain in tune for any fixed period.
Some pianos may begin drifting soon after tuning, especially if they are old, unstable, severely flat, rusty, recently moved, or neglected.
20. String Breakage and Mechanical Risk
String breakage is uncommon but can occur during tuning, pitch correction, repair, or normal playing, especially in older pianos or pianos with rusted, weakened, brittle, or corroded strings.
Treble strings are more commonly replaceable on site if suitable wire is available.
Bass strings are custom-wound and usually require measurement, ordering, and a return visit.
If a piano shows high string breakage risk, the technician may advise the customer before proceeding where reasonably possible.
The customer may choose to:
• Proceed with tuning/pitch correction
• Choose safer relative pitch tuning
• Stop at inspection
• Decline further work
If the customer authorises tuning or pitch correction to proceed, normal fees apply even if a string breaks or if the technician later determines that continuing would be unsafe.
Perfect Piano does not provide unpaid trial tuning to test whether strings will break.
Perfect Piano is not liable for string breakage or mechanical failure unless caused by proven technician negligence.
21. Repairs, Minor Repairs, and Parts
Minor repairs may include sticky key treatment, keytop gluing, screw tightening, pedal adjustment, simple voicing, simple regulation, treble string replacement, or similar work.
Repair pricing depends on the nature of the issue, time required, parts required, and whether the work is performed during another service or as a standalone visit.
Some repairs may require parts ordering or a second visit.
Perfect Piano does not guarantee that old, worn, swollen, corroded, or damaged parts can be permanently restored without replacement.
Where a repair is temporary, limited, or preventative rather than permanent, the technician will explain this where reasonably possible.
22. Sticky Keys and Sluggish Action
Sticky or sluggish keys can be caused by many different factors, including:
• Humidity
• Dust
• Swollen wood
• Tight bushings
• Action friction
• Hammer flange issues
• Key pin friction
• Foreign objects
• Felt or leather wear
• Seasonal changes
• Poor prior maintenance
Basic sticky key treatment may improve or resolve the issue but does not guarantee permanent prevention.
If the underlying cause is humidity, dust, worn parts, or friction throughout the action, further cleaning, regulation, part replacement, or humidity control may be recommended.
Sticky keys may return even after treatment, especially in humid environments or neglected pianos.
Recurrence of sticky keys after treatment is not automatically considered a service error.
23. Cleaning Services
Piano cleaning may include exterior cleaning, interior dust removal, key cleaning, pedal polishing, and other agreed cleaning work.
Cleaning does not restore heavily damaged finishes, remove all stains, repair water damage, reverse corrosion, remove deep yellowing, or guarantee cosmetic perfection.
Cleaning around piano actions, strings, dampers, and internal parts is performed with care, but older pianos may contain fragile materials, loose parts, dust, mould, pest residue, or prior damage.
Perfect Piano may decline or limit cleaning if the piano contains hazardous materials, excessive mould, pest infestation, unsafe debris, animal waste, or conditions beyond normal piano cleaning.
24. Regulation and Voicing
Regulation and voicing results depend on the piano’s design, condition, age, action wear, hammer condition, prior maintenance, and structural limitations.
Light regulation, hammer filing, voicing, or touch-up work may improve tone and playability but is not the same as full action rebuilding or replacement of worn parts.
Perfect Piano may recommend full regulation, further voicing, part replacement, or specialist rebuilding where required.
No guarantee is made that light regulation or voicing will make an old or worn piano feel or sound like a new or premium instrument.
25. Piano Inspection and Reports
Piano inspections are advisory and based on the visible and testable condition of the piano at the time of inspection.
Perfect Piano does not guarantee future performance, future tuning stability, hidden defects, market resale value, or issues that cannot be detected without disassembly.
Inspection options may include:
• Verbal inspection only: from $180
• Written report with photos and recommendations: from $280
• Urgent written report: from $350
Pre-purchase and pre-sale inspections may require prepayment.
Written reports are released after payment confirmation.
A verbal inspection includes an onsite or phone summary only and does not include a written document unless specifically purchased.
Repair estimates provided in reports are approximate and subject to further inspection, parts availability, and piano condition.
26. Customer Approval for Additional Work
The technician may identify additional work during the appointment, such as pitch correction, repairs, cleaning, regulation, string replacement, or pest prevention.
Additional work is not included in the original booking unless specifically stated.
Where possible, the technician will explain the issue and provide pricing before proceeding.
If the customer declines recommended additional work, Perfect Piano is not responsible for reduced results, instability, recurrence of issues, or limitations caused by the declined work.
27. Post-Service Check and Customer Review of Work
At the end of the appointment, customers are encouraged to check the piano, play notes, test pedals, and ask questions before the technician leaves.
If the customer notices an immediate concern, they should raise it during the appointment so it can be checked on site.
Issues reported later will be assessed according to the workmanship correction policy below.
28. Workmanship Correction Policy
Perfect Piano will correct genuine workmanship errors reported within 7 days of service at no additional labour charge.
A workmanship error means an issue directly caused by work performed by our technician, such as:
• A pedal rod not reconnected after cleaning
• A panel not correctly reinstalled
• A mute or tool accidentally left inside the piano
• A part handled by the technician not returned correctly
This does not include unrelated, pre-existing, intermittent, environmental, age-related, humidity-related, or wear-related issues that appear after the appointment.
Examples not automatically covered include:
• Sticky keys
• Tuning drift
• New action noises
• Pedal issues unrelated to the work performed
• String breakage
• Old parts failing
• Humidity-related problems
• Problems caused by moving the piano after service
If a return visit is requested and the issue is found not to be caused by Perfect Piano’s workmanship, the standard call-out or repair fee applies.
29. Refund Policy
If Perfect Piano cancels an appointment and a prepayment has been made, the customer may choose a full refund or transfer to a new appointment.
If the customer cancels more than 24 hours before the appointment and a prepayment has been made, the prepayment may be refunded or transferred unless otherwise agreed.
Once a service has been completed, refunds are not provided simply because the customer changes their mind, declines recommended additional work, later compares prices, or the piano has limitations beyond the technician’s control.
If a proven service error occurs, Perfect Piano will first be given a reasonable opportunity to inspect and correct the issue.
Nothing in this policy limits rights under Australian Consumer Law.
30. Customer Behaviour and Respectful Communication
Perfect Piano maintains a respectful work environment for both customers and technicians.
Abusive, aggressive, discriminatory, threatening, intimidating, or persistently argumentative behaviour will not be tolerated.
The technician is happy to explain technical decisions, pricing, and recommendations respectfully. However, Perfect Piano is not required to continue work where communication becomes abusive, hostile, unsafe, or unreasonable.
If behaviour at the property prevents safe work or professional communication, the technician may pause, decline, or terminate the service.
Fees for attendance, inspection, travel, or work already performed remain payable.
Perfect Piano may decline future bookings from customers who behave abusively, refuse payment, repeatedly argue after prices are explained, or create unsafe working conditions.
31. No Rushed or Partial Tuning
Perfect Piano does not provide rushed, incomplete, or speed tuning.
A standard tuning appointment usually requires approximately 2–3 hours depending on the piano’s condition.
Pitch correction, cleaning, repairs, regulation, voicing, or difficult pianos may require additional time.
Customers must allow enough time for the booked service.
If the customer requires the technician to stop early, leave before completion, or work faster than professionally appropriate, Perfect Piano may decline to continue, and fees for attendance or work performed remain payable.
32. Photos, Records, and Documentation
Perfect Piano may take photos or notes of the piano, internal condition, serial number, damage, repair needs, tuning condition, or work performed for internal records, reports, warranty assessment, training, or customer communication.
Photos used publicly for marketing will not intentionally identify private addresses, customers, children, or personal information without consent.
Customers may request that photos of their piano not be used publicly.
33. Parts, Materials, and Supplier Delays
Some repairs require parts, strings, felt, wire, glue, hardware, or supplier-made components.
Bass strings and certain parts may need to be measured and ordered from specialist suppliers.
Supplier timeframes are estimates only and may vary.
Perfect Piano is not responsible for delays caused by supplier availability, shipping, manufacturing time, or incorrect/non-standard prior repairs.
Parts ordered specifically for a customer may require prepayment and may be non-refundable once ordered.
34. Limitation of Liability
To the extent permitted by law, Perfect Piano is not liable for indirect, incidental, special, or consequential loss, including loss of income, loss of opportunity, event disruption, exam disruption, or replacement instrument costs.
Perfect Piano’s maximum liability for a service is limited to the amount paid for that service, except where liability cannot be limited under Australian Consumer Law or other applicable law.
Perfect Piano is not liable for pre-existing damage, hidden defects, unstable instruments, fragile parts, environmental causes, customer interference, unauthorised handling, or failure to follow recommendations.
35. Force Majeure
Perfect Piano is not responsible for delays, cancellations, or inability to perform services caused by events beyond reasonable control, including illness, accident, traffic incidents, severe weather, natural disasters, power failure, supplier delays, equipment failure, public emergencies, or unsafe conditions.
Where possible, appointments affected by such events will be rescheduled.
36. Communication Consent
By booking with Perfect Piano, you consent to receive appointment-related communication by SMS, phone, email, or other contact methods provided.
This may include appointment confirmations, arrival updates, invoices, service recommendations, follow-up reminders, review requests, and maintenance reminders.
You may opt out of marketing messages at any time.
Service-related messages may still be sent where necessary to manage appointments, invoices, or customer service.
37. Website Content and Intellectual Property
All website content, text, images, branding, service descriptions, policies, documents, and materials are owned by Perfect Piano unless otherwise stated.
Content may not be copied, reproduced, reused, modified, or distributed without written permission.
38. Changes to These Terms
Perfect Piano may update these Terms and Conditions from time to time.
The version published on the website at the time of booking applies to that booking unless otherwise agreed in writing.
Material changes will apply to future bookings, not completed services.
39. Governing Law
These Terms and Conditions are governed by the laws of New South Wales, Australia.
Any disputes will be handled under the jurisdiction of the courts and tribunals of New South Wales, where applicable.
40. Contact
For questions about these Terms and Conditions, contact:
Perfect Piano
Email: info@perfectpiano.com.au
Website: www.perfectpiano.com.au