Terms & Conditions

In this document, “you” and “your” refer to the customer of Piano Services by Rockley Pianos. “Rockley Pianos”, “the tuner” “we”, “our”, and “us” refer to the piano technician.

By making any appointment with Rockley Pianos you are accepting and agreeing to the following terms and conditions.


You may cancel or reschedule an existing appointment for any reason with more than 24 hours’ notice.

If you are unable to keep your appointment, please make every attempt to cancel it at least 24 hours in advance of the appointed time slot.

You can use the “contact us” form on this website, by email or by phone, to cancel your appointment. However, cancellation must be received and acknowledged by us to avoid charge.

If you make a cancellation with less than 24 hours’ notice of the appointed time slot your account will be charged with 50% of the booked appointment fee.

Rockley Pianos may cancel or reschedule any appointment for any reason, at any time.

Not Present Upon Arrival

If you are not present upon arrival of the appointed time slot, we will wait 15 minutes and make every attempt to get in contact with you. If you are not present after 15 minutes of the appointed time slot an invoice for the full amount of the booked appointment will be left and with a follow up email.

Not Present Upon Arrival (NPUA) Invoices must be paid within 48 hours to avoid further action.


Full payment is due at the end of your appointment unless you pay in advance or make other arrangements with us in advance. Businesses and institutions may be invoiced and pay within 14 days, if requested.

You may pay with a debit or credit card* (Visa, MasterCard), PayPal, bank transfer or cash. We only accept cheques as a last resort. A fee of £10 will be applied to your account if your cheque is returned by the bank plus bank fees charged to Rockley Pianos by its bank.


All repairs, including replaced parts, carried out by Rockley Pianos are owned by Rockley Pianos until full payment has been made and acknowledged.

If full payment is not received and acknowledged by us within 30 days from the invoice date, Rockley Pianos reserves the right to collect and remove any repairs and/or parts replaced.

All parts replaced by Rockley Pianos must be returned in the same working state they were left in to avoid further charges being placed on your account.

Callout Charges

All callouts will be charged for regardless of whether further quoted work is accepted or not.

50% of the callout fee will be discounted off further work if the work is agreed, booked, and carried out.

Rockley Pianos reserve 30 minutes per callout. Any extra time will be charged at our hourly rate.

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.


By making an appointment with Rockley Pianos you agree to the following:

You accept and agree to Rockley Pianos terms and conditions which can be found at rockley pianos.co.uk/terms-and-conditions

You authorise Rockley Pianos to perform work on your piano.

You understand that Rockley Pianos’ trained technician is to perform piano tuning, maintenance and repair work.

You understand that any work carried out on a piano can affect the tone and sound of the instrument.

You understand that by making a booking with Rockley Pianos you are entering into a contract and that you are responsible for payment of that contracted work.

You understand that, if a string in your piano is rusted or brittle, it may break as part of routine piano tuning, maintenance or repair.

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

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

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

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

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

If the strings sit for too long at the wrong pitch it can make the tone a little more unstable than it would have been. In some cases, pianos may require additional tuning for the strings to become stable. Also, strings can rust and get “stuck” at various friction points, increasing the possibility that they may break when stretched.

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

This document is subject to change without notice.