terms and conditions / information

GENERAL INFORMATION
If you are considering a piano repair/ refurb/ resto program, you must have the piano checked over first - this will incur a call-out fee. Depending on the program you choose, none, part or whole of the call-out fee may be refunded to you, but there is no specific percentage for this refund if applicable - this will depend on which options you choose. Due to many call-outs at distance, we need to cover travelling expenses, fuel and additional wages.

Quotations and inspections are carried out on-site, with the client present who is the main person to deal with.
We are unable to give quotations or inspections if the following occurs:-
1. Email descriptions / photos (they may be helpful, but we still need to see the piano with the owner)
2. Any 3rd party (e.g. a secretary who is not connected to the piano/ admin staff/ cleaner etc)
3. No one present to lias with (we may accept a relative to be present)

We often have to ask various questions about the piano/ ownership, so the best person to ask is the owner who is standing in front of us. If an appointment is booked and paid for, then later the owner cannot attend, we reserve the right to cancel the appointment without refund, or to re-book another appointment with the owner. The owner of a piano is not necessarily the "pianist" - so should there be any special requirements (e.g. hammer choice/ toning etc), the best method is to see BOTH persons. 

After any significant repair improvement/ refurb/ resto, it is recommended to have your piano checked over again in 4-6 months time, to make any adjustments to the mechanism (compensating for compression of new materials); this may be incorporated into a tuning visit.
We also recommend that you have fitted a humidifyer tube inside your piano to monitor levels of moisture.
Also we recommend you buy a digital thermometer and hygrometer.
Optimum room temperature = 15 - 20 degrees C
Optimum humidity level = 55%
If your piano has been restored, then kept in adverse room conditions, this may invalidate your warranty.

WARRANTY
A warranty certificate will be issued upon completion of the work.
This will cover you for the period stated, and will cover new parts and new materials.
If new material is fitted/ glued to an old part, the new material is covered under warranty, not the old part.
Any warranty may become invalid for the following reasons:-
1. Improper use of the instrument/ excess force
2. Room conditions do not meet our recommendations
3. Piano relocated outside UK mainland

YOUR BUDGET = OUR TRUST
We want to be able to help you as much as possible with your decision in choosing the right package deal.
For us to do this, we may ask you what your budget is, or realistically, what would be your minimum + maximum spend?
In some cases, clients do not understand the "workings" of a piano mechanism, and may opt for package deal A, simply because it is the cheapest option (or lack of knowledge). If we feel this is not appropriate for the condition of your piano, you will need to trust our judgement if a higher package deal is recommended, afterall, we have over 25 years experience in this trade, and we want what is best for you. We also have many references should you wish to ask other clients - please ask. In some cases, it is not so much the "money" aspect, but the potential risks involved of a repair/ resto being successful or not - please think about this carefully.
We are not always able to help clients with things like "I'm not sure about the price" - or "the price seems pretty high" we will then leave this decision to you. Rest assured, whichever decision you make, be rest assured we will repair your piano to a good professional working level for years to come, and offer a good level of warranty based on the price.

PIANO REMOVAL
For the package deals that require your piano to be moved into our workshop, we have a professional removal team to do the job.
We may need to assess the access route to the van, and any stairs or steps.
Removals are usually carried out on a Saturday, unless requested differently, and cost between £160 - £200 local.
Grand piano removals will require additional storage space, charged at a weekly rate - please ask for details.
If you live locally, we may be able to restore your piano in your home, to save removal costs.
Due to possible damage to our property and other pianos, if you have entered into a package deal agreement that requires removal, we do not allow a 3rd party removal team (or white van man) to move your piano, unless they can show us their equipment and see how they operate. A 3rd party relocation would immediately invalidate any cabinet/ cosmetic repair warranty. 

BACK-UP TUNING & SERVICE WORK
After a repair/resto - your piano mechanism will need to be "run in" for a period of between 4-6 months.
This is similar to running in a new car engine. (Normally doing speeds of no more than 50 mph for a month or so).
"Run in" periods also apply to newly repaired piano mechanism components.
New materials fitted such as leathers, felt and baize will quickly compress themselves, and settle at their desired thickness.
To compensate for this compression, gaps and unwanted "play" will occur inside the mechanism (unknown to us), and will need to adjusted again to remove unwanted slack - 2nd time around. Some of the package deals include this back-up service, and it is free to arrange an appointment. For those that do not include this service, call-out is about £30 (local).
Once the parts have run-in fully, then adjusted again, they only need servicing again in about 3 years time.
Pianos that have been re-strung will require more frequent visits to re-tune the new strings.
In cases where this service is not included (but your warranty extends more than 6 months), you may be sent an advisory note about this back-up. Should you wish to decline this back-up service, it may affect your warranty becoming invalid.
It is important that you have this work done to prevent damage and premature wear to your mechanism.  

A typical repair improvement program can take around 2 - 6 weeks
A refurbishment/ restoration may take on average 3 - 6 months
50% deposit is required (cash or BACS only) prior to work starting; balance paid when work is complete (A-D package)
For packages E - G, balance is required prior to relocation of your piano, when the work is complete in the workshop. 
T&C apply, and an acceptance form must be signed & dated as an agreement prior to starting work.

All work carried out is inclusive of VAT @ 20% and labour charges.
Where stated parts may be included. P&P/ overseas duty tax is not included
Payments/ deposits can be made by BACS, cheque or cash.
First - time call-outs/ assessments will require a cash payment.
All quotations are estimated until fully stripped down in the workshop.
Further costs may occur if old parts break.
​An assessment of your piano does not guarantee it can be restored.

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