Terms & Conditions - Piano Harbour

Last Updated: 15/06/2025

These Terms and Conditions govern your use of the www.pianoharbour.com.au website and the purchase of both products and services from Piano Harbour ("we," "us," or "our"). By accessing our site, booking a service, or purchasing a product, you agree to be bound by these Terms.

Part A: General Terms (Apply to All)

1. Prices and Payments

  • All prices are in Australian Dollars (AUD) and include GST for Australian customers.

  • Prices for both products and services are subject to change without notice due to fluctuations in the cost of materials, supplies, and foreign exchange rates.

  • We prefer and encourage Direct Bank Transfer payments. Card payments are processed via Stripe, and the following fees apply:

    • 1.75% for Australian cards

    • 2.90% for International cards

  • Orders for goods and bookings for services are only confirmed once payment is cleared or authorised.

2. Liability

  • To the fullest extent permitted by law, our liability for any claim, whether for products or services, shall be limited to the value of the specific invoice in question.

  • We are not liable for any pre-existing faults in pianos serviced, or for any indirect, third-party, or consequential losses arising from the purchase or use of our products or services.

Part B: Piano Tuning Services

3. Booking, Cancellation & Call-Out Fee

  • We require a minimum of 24 hours' notice for cancellation or rescheduling of an appointment.

  • Appointments cancelled with less than 24 hours' notice, or where our technician cannot access the site ("No-Show"), will incur a Call-Out Fee of $150 (inc. GST).

4. Service Payment Terms

  • Payment for tuning services is due within 14 days of the invoice date.

  • A late payment fee of 7.5% will be applied to overdue invoices, with an additional 7.5% charged for each subsequent calendar month the balance remains unpaid.

  • We reserve the right to suspend future services until all accounts are settled.

Part C: Online Product Sales

5. Minimum Order & Handling

  • A minimum order value of AU$50.00 (excluding shipping) is required.

  • Orders under this amount will be honoured but will incur a AU$20.00 handling charge, applied at checkout.

6. Shipping

  • Shipping costs are calculated based on weight, size, and destination. We typically ship via Australia Post by default.

  • Alternative carriers (e.g., FedEx) and insurance are available on request but will likely cost more.

  • Please Note: We manually calculate shipping to ensure accuracy and avoid overcharging. You will be able to review the final invoice, including shipping, before payment.

  • Any customs or import duties for international orders are the customer's responsibility.

7. Lost, Damaged & Misdirected Goods

  • All goods are inspected before dispatch. Responsibility passes to the customer upon delivery to the carrier.

  • Please inspect shipments upon delivery. Any loss or damage must be reported immediately to the carrier by you, the recipient. We will assist in substantiating any claim.

  • We are not responsible for shipments that are misdirected due to an incorrect address provided by the customer.

8. Returns & Refunds

  • All returns must be pre-authorised by us. Contact us to initiate a return.

  • Returns for credit or claims for damage will be accepted within 30 days of your receipt, provided items are unused, in original saleable condition, and in their original packaging.

  • A 20% restocking fee will apply to returns that are not a result of our error.

  • The following items are final sale and cannot be returned: special orders, custom-made products, materials cut to order, books/DVDs, clearance sale items, and all international orders (outside Australia/NZ).

  • Returned shipments must be sent at your expense and insured. We are not responsible for items lost or damaged in transit back to us.

Contact Us
For questions about these Terms, your service appointment, or your product order, please contact us.