Privacy Policy

This policy explains what personal data PianoSpeed London Limited collects when you use book.pianospeed.com and book a piano move or storage, why we collect it, who we share it with, and the rights you have. PianoSpeed London Limited is the data controller for the personal data described here.

1. What we collect

When you make a booking or contact us we collect:

• Your name.
• Your contact details, which are your email address and mobile number.
• Your pickup and delivery addresses.
• Your booking details, which include the piano type, make, model, weight, declared value, number of steps, dates, route and any notes you give us.
• Records of our correspondence with you, such as emails about your booking.

Card payments are processed by Stripe. We do not collect or store your full card number. Stripe handles the card details and tells us only the result of the payment and a payment reference.

2. Why we use it and our lawful basis

• To take payment and carry out your booking, which includes contacting you to confirm your 3-hour time slot and completing the collection, delivery, move or storage. The lawful basis is performance of our contract with you.
• To answer your questions and provide customer support. The lawful basis is our legitimate interest in running the service and helping our customers.
• To keep records for accounting, tax and insurance, and to handle any claim or dispute. The lawful basis is compliance with a legal obligation and our legitimate interest in protecting the business.

3. Who we share it with

We use a small number of trusted processors to run the service. They only process your data on our instructions:

• Stripe for card payment processing.
• Email and operations tools that we use to confirm bookings, send confirmation emails, and manage and schedule jobs.

We do not sell your personal data. We may disclose data where we are required to by law, or to establish, exercise or defend a legal claim. Some of our processors may transfer or store data outside the UK. Where they do, they are required to protect it to a standard recognised under UK data protection law.

4. How long we keep it

We keep booking and customer data for as long as needed to provide the service and handle any follow-up, and after that for as long as we are required to keep it for accounting, tax, insurance and legal purposes. Records linked to a payment or invoice are generally kept for at least six years to meet UK tax and accounting requirements. When data is no longer needed, we delete it or anonymise it.

5. Your rights

Under UK GDPR you have the right to:

• Ask for a copy of the personal data we hold about you.
• Ask us to correct data that is wrong or incomplete.
• Ask us to delete your data, where there is no legal reason for us to keep it.
• Ask us to restrict or object to how we use your data.
• Ask for your data in a portable format.

To exercise any of these rights, email bookings@pianospeed.com. We will respond within the time limits set by law.

6. Cookies

This site uses only the cookies and similar storage needed to make the booking flow work, such as remembering your session while you complete a booking. We do not use the site to build advertising profiles of you. Stripe may set cookies during payment to keep the payment secure and to help prevent fraud. You can control or clear cookies in your browser settings, although turning off essential cookies may stop the booking flow from working.

7. Changes to this policy

We may update this policy from time to time. The "Last updated" date at the top shows when it was last changed.

8. How to contact us and how to complain

For any privacy question, or to make a request about your data, email bookings@pianospeed.com or call 020 7164 0000.

If you are not happy with how we have handled your personal data, you can complain to the Information Commissioner's Office (ICO), the UK supervisory authority, at ico.org.uk. We would ask you to contact us first so we can try to put things right.