Terms and Conditions

AW Pianos Terms and Conditions

In this document, “you” and “your” refer to the customer of piano services by AW Pianos.

“AW Pianos”, “the tuner” and “us” refer to the piano technician.

By confirming your appointment, you agree to the following terms and conditions (T&C's): 

1. By confirming your appointment, you agree to the terms and conditions specified on this page.

2. Appointment and Cancellations

a. We DO NOT offer free cancellation of appointments if you forget your scheduled appointment or are responding to the courtesy reminder text sent to you. A $250 no show fee will be invoiced to you.

b. Should you fail to pay the no-show fee, your details will be sold to a collection agency, which may report the debt against your credit rating.

c. You may cancel or reschedule an existing appointment for any reason providing it is more than 48 hours before your scheduled appointment. If you are unable to keep your appointment, please make every attempt to cancel it at least 48 hours in advance.

d. AW Pianos may cancel or reschedule any appointment for any reason at any time with more than 24 hours' notice.

e. AW Pianos' online booking system will automatically cancel your appointment if you do not confirm it electronically using the “Confirm Online Now” button in all reminders we send via text or email.

3. Someone must be home at least 60 minutes before your scheduled appointment time, as previous appointments may finish early. 

4. Parking must be provided, either visitors parking spot or your parking spot. 

a. Street parking is permitted only if within a 50-meter distance from your building. 

b. Should no parking be available, your appointment will be cancelled. 

c. Paid parking spots will be added to your invoice.

5. Failure to keep appointment (no show) 

a. If you fail to keep your appointment without notifying us, we are entitled to charge a call-out admin fee of $250 in order to recuperate our losses.

6. Complementary tuning provided by Music Store.

a, The first free tuning provided by your music store is complimentary only and is not binding on the store or AW Pianos.

b. Failure to keep your scheduled appointment will result in forfeiture of the complimentary tuning. Standard charges will apply thereafter. 

c. You acknowledge and accept that AW Pianos is a service technician contracted by your music store, who reserves the right to prioritise its own full-fee-paying customers ahead of music store customers.

7. If you are offered a discounted follow-up appointment within three months of your initial consultation, it is essential to schedule it within those three months and no later than four months after the initial visit to qualify for the discounted rate. 

a, Should you fail to make a timely booking and an extended period has elapsed, this promotional offer will be rendered invalid.

b, The discounted three-month tuning offer is not transferable to any other services and cannot be redeemed for cash, as it has no cash value.

8. AW Pianos reserves the right to cancel any offer at any time should it feel necessary or choose to do so.

9. Payment terms

a, We do not offer credit. Payment is required at the end of your appointment, whether you are present or not. 

b. If you are not present and no prior arrangement has been made, a $50 administrative fee will be added to your invoice.

c. Full payment is due at the end of your appointment, unless you pay in advance or make other arrangements with us in advance. 

d. Direct deposit terms are strictly the due date on your invoice, provided it is approved in advance by AW Pianos. 

e. Direct deposit will be given to you in trust, and you agree to the terms on this page and that it is specified on the invoice. 

f. Failure to settle your invoice within these terms will incur administration charges of $50 per month, and you will be blacklisted. 

g. Recovery charges and all legal costs will be payable by you should legal proceedings commence. 

h. AW pianos reserves the right to rescind all discounts given when accounts fall overdue. 

i. You may pay by credit card (Visa, Mastercard, American Express), PayPal, or cash.

j. No cheques accepted.

10. Coupons and discounts

a. Coupons and discounts cannot be used with any other offer unless approved in writing by the tuner. 

b. The service that is described in the coupon or discount offer must be performed by the expiration date that is indicated. 

c. There is a limit of one coupon or discount per service, per piano, and per appointment. In other words, more than one coupon or discount offer cannot be redeemed on the same service or in the same appointment. 

d. The coupons and discount offers carry no cash value and cannot be redeemed for cash or transferred to another person. 

e. Any coupons or discount offers not redeemed by their expiration date are forfeited.

f. Discount coupons and deals cannot be combined with any other offer and are void for last-minute bookings (made with less than five days' notice).

g. If you cancel or reschedule your appointment and more time has passed since your last tuning, you will lose the incentive discount previously offered.

h. Coupons cannot be used in conjunction with a discounted price already offered on an invoice or quotation.

i. Loyalty cards (not rewards) program, complimentary free tuning can only be redeemed if used within 15 months of the last tuning date or as advised by the technician. AW Pianos reserves the right to refuse any discount, including loyalty card program free tuning, if this timeline is not followed.

j. Loyalty cards become void should you use someone else not associated with AW Pianos during the offer period or neglect regular service of your piano with AW Pianos. Every tuner has their own technique and style. AW pianos will know if another tuner has tuned your piano, not associated with AW pianos. 

k. A three-step verification process is completed before cards are deemed valid for redemption. To redeem the eligible loyalty card complimentary tuning, you must self-book, selecting AW to carry out the service only.

l. Loyalty cards are for one piano only. Each piano will have its own loyalty card. Contact us if you require additional loyalty cards. 

m. Loyalty cards cannot be used for any service other than tuning.

n. If more than 15 months have elapsed since your piano was last tuned, AW Pianos reserves the right to cancel and revoke your loyalty card, as you have not adhered to the recommended service schedule for your piano. 

11. If the price of a service changes between the time that you arrange an appointment and the date that the service is rendered, you will be charged the lower of the two prices.

12. AW Pianos reserves the right to place company stickers inside pianos and date a key it has serviced. If you do not wish to have a company sticker placed on your piano, please advise us ASAP. A note will also be added to your account regarding your request.

13. Seniors card is welcome with the following conditions. 

a. 10% off tuning prices is offered to customers of AW Pianos only. 

b. Customers referred from another company or business are not eligible for the offer. 

c. The seniors' card discount cannot be combined with any other offer.

14. Music teachers

a. Music teacher discounts are only for music teachers who are currently customers of AW pianos. If you are a new customer, you must select either regular standard tuning or pitch raise and tune (catch-up) services.

b. Teachers must have an online presence or be a staff member of a music institution that has an online presence. Verification is required. 

c. Teacher prices are supplied during an appointment. 

d. Should you select the wrong service and are not a current customer or do not have an online presence, your reservation will be rejected.

15. Additional discounts are available should you have more than one (1) piano in the same location only. Please select a multi-piano during the reservation process to obtain the discount.

16. Complaints

a. In the event you are not satisfied with any work carried out by AW Pianos, you must contact AW Pianos within seven (7) days from the Appointment date on which the incident occurred. Failure to notify AW Pianos of the incident within the seven (7) day period, regardless of the circumstances or natural events, will therefore absolve AW Pianos of any responsibility or liability, as other factors, such as environmental conditions, type of use, and multiple other factors outside the control of AW Pianos, can affect your piano.

17. Work authority

a. By confirming your appointment, you agree to the terms and conditions outlined in this document and understand your responsibilities. 

b. You authorise AW Pianos to perform work on your piano. 

c. You understand that AW Pianos employs trained piano tuners to perform tuning, maintenance, and repair work. 

d. You understand that if a string on your piano is rusted or brittle, it may break during routine tuning, maintenance, or repair. 

e. You also understand that the increased tension in the piano's structure that results from the tightening of the strings may exacerbate existing cracks or cause new cracks in the piano's plate, tuning block or soundboard if the piano is not strong enough to withstand a normal tuning. 

f. You release AW Pianos from liability for broken strings or cracks that result from normal piano tuning maintenance or repair. 

g. You waive all claims against AW Pianos and the tuner for any damages to your piano that are incidental to the piano tuning, maintenance or repair work that is rendered, unless the damage is caused by negligence

h. You understand that pianos are made primarily of timber, and environmental conditions, such as changes in humidity and temperature, are beyond the control of AW Pianos and its technicians and can cause keys to stick.

18. You certify that you are the owner of the piano. 

a. If you are not the owner of this piano, you assume all liability for any claim made as a result of the piano tuning, maintenance or repair work performed by AW Pianos.

19. You acknowledge that the longer a piano goes untuned, the harder it is to get it back into tune. 

a. If the strings remain at the wrong pitch for too long, it can make tuning and tone more unstable than they would otherwise be. 

b. In some cases, Pianos may require additional tuning to stabilise the strings. Also, strings can rust and get “stuck” at various friction points, increasing the possibility that they may break when stretched. Please refer to the faq's page.

c. Neglected Pianos can develop sticky keys or become the victims of insect or rodent infestations. We recommend a follow-up tuning after three to four months after the initial tuning; after that, your piano should return to the minimum maintenance schedule.

20. Referrals

a. The refer offer is no longer available.

21. This document is subject to change without notice. Visit awpianos.com.au for updates to this document.