71-75 Shelton Street, Covent Garden, London WC2H 9JQ
Email: bookings@pianospeed.com · Phone: 020 7164 0000
This policy explains how to cancel or reschedule a piano collection, delivery, move or storage booking made with PianoSpeed London Limited, what is refundable, and how long refunds take. It forms part of our Terms and Conditions.
1. Cancelling your booking
You can cancel your booking by email at any time before the scheduled collection date.
- 48 hours or more before the scheduled collection date: you receive a full refund of what you paid.
- Less than 48 hours before the scheduled collection date: because the crew, vehicle and route slot are reserved for you, we may not be able to refund the booking in full. We will tell you the position when you contact us and refund whatever is fair in the circumstances.
2. Rescheduling
If you need a different date rather than a cancellation, we will reschedule your booking free of charge where we can, especially if you let us know 48 hours or more before the scheduled collection date. Where a new date sits outside your postcode area's regular day, an off-day surcharge may apply. We will confirm any difference before the change is made.
3. Access problems on the day
Our price assumes the details you gave at booking are accurate and that there is safe access at both ends. If the crew arrives and the move cannot be completed because of inaccurate details or an access problem that was not declared, for example access that is materially different from what was booked, no safe parking, or the piano cannot be moved as described, a charge may apply to cover the wasted trip, and a return visit may be needed at extra cost. We will always try to find a workable solution on the day first.
4. If we cancel or cannot complete the move
If we cancel a booking, or cannot carry out the move for a reason that is our responsibility, you receive a full refund of what you paid for that booking.
5. How to request a refund
Email bookings@pianospeed.com with your name and your booking reference. Tell us whether you want to cancel or reschedule, and the date involved. We will reply to confirm what happens next.
6. How refunds are paid and how long they take
Refunds are made to the original card used at booking, through Stripe. Once we approve a refund we process it promptly, and the money usually reaches your account within 5 to 10 working days, depending on your card provider.
7. Your statutory rights
This policy is in addition to your rights under UK consumer law and does not reduce them.
8. Contact
For anything about cancellations, reschedules or refunds, email bookings@pianospeed.com or call 020 7164 0000.