Privacy Policy

The data controller is Luca Sciurti, sole trader, with registered address at Via Aldo Moro 64, 20066 Melzo (MI), Italy, VAT number IT12286070961. For any request concerning your personal data you can write to support@pianotunernow.com. The platform’s database is in the European Union; some providers also process data outside it, as explained in sections 5 and 6.

Registration data (name, email, date of birth to verify age); profile data (for technicians: introduction, instruments, rates, city, photos and any introduction video); content you create using the service (appointment requests, messages, reviews, community discussions, job notes and piano record cards); the minimum technical data needed for the service to work (access logs, session). Direct contact details (full surname, phone, address) stay hidden from the other party until the unlock provided for by the service takes place. Fee and subscription payments are handled by Stripe: full card details never pass through our systems. Registration data and, for technicians, profile and billing data are required: without them we cannot create the account or provide the paid services. All other data is optional.

To deliver the service you asked for - account, search, appointment requests, messages, reviews, billing - on the basis of the contract (art. 6.1.b GDPR); to send you the emails the service needs (confirmations, reminders, notifications) on the basis of the contract; optional communications and non-essential cookies only with your consent (art. 6.1.a), which you can withdraw at any time; security, fraud and abuse prevention (anti-disintermediation, recognition of a client already served by a technician, anti-fraud checks on credits), moderation and counting the use of the Shop on the basis of legitimate interest (art. 6.1.f), described in full in the section “Our legitimate interest and your right to object” together with your right to object; to meet legal, accounting and tax obligations (art. 6.1.c).

We keep each piece of data only for as long as the purpose for which we collected it requires. When a period expires, the data is erased by an automatic check that runs every night, or anonymised: that is, left with nothing that leads back to you. If you delete your account, we erase your data straight away, except in the cases listed below, where the law requires us to keep it or we need it to defend a right. Here are the periods, item by item.

If a dispute, a report or proceedings are under way, we may keep the data needed to handle them until they are concluded, and only that data.

To make the platform work we rely on a number of providers. Most of them process data on our behalf, as processors (art. 28 GDPR): a contract obliges them to use it only for us and to protect it. Others, for the part that concerns them, are independent controllers: they decide how to process the data they receive, under their own privacy policy. Here you can find who they are, what they receive, what role they have and where they process the data; for those that take it outside the European Union, the safeguard is set out in section 6.

If you choose to open an address or a route in Google Maps or Apple Maps, your device connects to them directly and their privacy policies apply. Besides the providers, technicians’ billing details go to our accountant, for tax compliance, and to the Italian Revenue Agency and the European VIES system where the law provides for it. We disclose data to the authorities only when the law requires it. If we change a provider that processes your data, we update this page before the change.

The platform’s database is located in the European Union. Some of the providers in section 5, however, also process data outside the Union, and when that happens they do so with one of the safeguards provided for by the GDPR (arts. 45 and 46). To the United States: Render, Stripe, Loops, Google and Cloudflare participate in the EU-US Data Privacy Framework, recognised as adequate by the European Commission (decision (EU) 2023/1795); Supabase, which does not participate in it, uses with its providers in the United States and Singapore the standard contractual clauses approved by the Commission (decision (EU) 2021/914); the other providers use one or the other safeguard, as stated in their privacy policies. You can ask us for a copy of the safeguards by writing to support@pianotunernow.com.

To other users, only what the service provides for (for example, contact details are exchanged between client and technician after the unlock); to the suppliers listed in section 5; to the authorities, where the law requires it. We do not sell your data and we do not run advertising based on profiling. If you give another person access to your calendar, that person sees your appointments and the names in your address book; the phone, email and notes of a contact they obtain only by asking, one contact at a time, and every request is recorded and visible to you. You choose them and you can remove their access whenever you want.

You have the right to access your data, rectify it, erase it (the “right to be forgotten”), restrict its processing, object, receive your data in a portable format and withdraw any consent you have given. From your account Settings you can export your data, including the photos you uploaded, and request the deletion of your account yourself; for everything else, write to support@pianotunernow.com. You also have the right to lodge a complaint with the supervisory authority in your country (for Italy, the Garante per la protezione dei dati personali). On the right to object, read the section “Our legitimate interest and your right to object”.

We do not make decisions based solely on automated processing that produce legal effects concerning you. The default order of search results (“Most relevant”) follows fixed rules, the same for everyone and described in the Terms of Service (section 14): first the featured profiles, labelled “Sponsored”, then technicians on the Pro plan, recognisable by the Pro badge, then the average rating and the number of reviews.

We apply appropriate technical and organisational measures: encryption in transit, database-level access rules (row-level security), minimisation of the data visible between users and periodic security reviews. No system is 100% secure, but data protection has been part of the design from the start. To protect sign-in, registration and password recovery from automated programs we use Cloudflare Turnstile (section 5), on the basis of our legitimate interest in security (art. 6.1.f GDPR). When you choose or change your password, our authentication provider checks that it is not among the passwords exposed in known data breaches (the Have I Been Pwned service): it sends only a fragment of the password’s encrypted fingerprint, never the password or your email address.

We use only essential technical cookies (login and language); any optional cookies are installed only with your consent. Full details are in the Cookie Policy.

The platform is for adults only: to register, whether as a client or as a technician, you must be at least 18. We do not knowingly collect data about minors and no account may be held on their behalf.

A technician can keep their own client address book on PianoTunerNow (name, phone, email, address, notes and instrument details) and connect their personal calendar, from which the platform may read the title, place and notes of their commitments. This information often concerns people who are not registered with PianoTunerNow. The controller of these data is the technician: they decide what to upload and why, and they are responsible for having the right to do so, as they declare when accepting the Terms and, again, every time they save or import contacts; the declaration is recorded with date and wording. PianoTunerNow processes them on their behalf, as a processor (art. 28 GDPR), under the Data Processing Agreement annexed to the Terms: it uses them only to make the technician’s calendar and address book work, does not show them to other technicians or to clients (they are read only by the technician and by the people the technician gives access to their own calendar, as explained below), does not use them for advertising and never writes to these people (messages and emails are sent from the technician’s phone). To find the address on the map and calculate driving times, our provider Geoapify (section 5), which processes them on our behalf, receives the address or just the coordinates, never the name.

There is only one case in which PianoTunerNow uses these data for a purpose of its own, and is therefore their controller: when a registered client connects with a technician in person, with the QR code, we check whether that technician already had them in their address book (same email or same phone, from before the two met on the platform) and whether they had already worked for them. If so, the technician does not pay the fee for that client. The comparison concerns only the record indicated by the technician and the contact details of the account of the person connecting, gives only a “yes” or a “no” and does not look at other technicians’ address books. We do this on the basis of our legitimate interest (art. 6.1.f GDPR) in enforcing the fee rules and preventing abuse; you can object as explained in the section “Our legitimate interest and your right to object”.

If you are a client of a technician and you are not registered: the information on how the technician processes your data must be given to you by the technician, who is its controller; this section explains what the platform they use does. If you want to know which of your data are held, correct them or have them deleted, you can ask the technician or write to support@pianotunernow.com: we forward the request to the technician within 7 days and, if they can no longer be reached or have closed their account, we delete your data ourselves. If the technician gives another person access to their calendar, that person sees the names and addresses in the address book and the appointments; the phone, email and notes of a contact they obtain only by asking, one contact at a time, with a daily cap, and every request stays recorded and visible to the technician for ninety days. The titles, places and notes of the commitments read from the connected calendar they do not see at all.

If you are a technician and you connect your Google or Outlook calendar, the platform automatically reads the next 60 days of events to block those hours in your schedule, so no client can book you when you are not available; of the guests it only looks at whether you declined the invitation, because an event you declined does not take up your time. When you view another period of your calendar, including previous days, it also reads the events for that period. Events already read are kept as history for 12 months from when they end, unless before then you disconnect the calendar, remove the relevant source or a new reading of the period shows that they were deleted from the original calendar. Your choice about reading and displaying titles also applies to history. With Google and Outlook it also reads the list of your calendars, that is their names and colours, so you can choose which ones to read besides the main one: we only keep which ones you chose, and the calendars you don’t choose are not read. If instead you connect a calendar published through a link (for example from Apple), the platform reads the file: the address stays secret, and when you remove the link its hours disappear too; if you published it showing only when you are busy, only the times arrive. From Google and Outlook, where the permission allows it, and from calendars published with their details, it also reads the event’s title, location and notes, to show them in your own schedule, to offer to save into your address book the contact details it finds there (name, phone, email, address) and to fill in the appointment when you turn an event into a real appointment: only you can see them, you decide whether to save them, and you can turn this reading off at any time in Settings. In the connected calendar the platform writes only PianoTunerNow appointments: it creates them, updates them when they change and deletes them if they are cancelled; it does not modify or delete your other events. We do not use this data for advertising, we do not sell it and we do not give it to any other user. When you disconnect the calendar, or delete your account, that data is removed and the permission you had given Google is handed back, that is, revoked at Google too. For Outlook you can also remove the permission from account.live.com/consent/Manage (personal accounts) or from myapps.microsoft.com (work accounts). PianoTunerNow’s use and transfer of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements. If you give another person access to your calendar, they do not see these texts: the title, place and notes of your commitments stay yours alone.

Every registered piano has a QR code that the owner can print and stick on the instrument. Whoever scans it opens a public sheet, with no login, showing only data about the instrument: type, brand, model, year and size; the owner decides whether to add the photo, the date of the last tuning and the name of the technician who serviced it. The owner’s name, address, city, serial number and notes never appear. The code is random and the owner can regenerate or switch it off at any time: from that moment old stickers open nothing.

A tuner can give someone they trust access to their calendar. If that someone is you, we keep: the first name, surname, email address, language and date of birth of your account; the confidentiality undertaking you signed, with its date, version and the exact text you read, for five years from signing; and the record of your entries into that calendar - when you went in, when you left, and the name you appeared under - for ninety days, visible to the tuner. We do not record your IP address or your device. Inside the calendar you see the tuner’s appointments, customers and contacts: that data stays theirs, and you handle it on their behalf. We send you no marketing email and your address does not enter our lists: you receive service email only. If you close your account the accesses disappear; the signed undertaking and the name in the entry record stay until they expire, because the tuner has a right to know who went into their calendar. When you ask to see the phone, email or notes of a contact in the address book, we record who you are, when, and which contact - never the details themselves - for ninety days, and the tuner can see it; there is also a daily limit on how many contacts you can ask about.

When a tuner invites an email address to manage their calendar, that address stays written in the invitation and in the row that records the send, even if you never open the link and never sign up. We delete them within thirty days. The provider that sends our email (section 5) keeps its own send logs, with your address. If you want them gone sooner, write to support@pianotunernow.com: we look for them, we delete them, and we pass the request on to the provider too. The invitation creates no account and signs you up to nothing: without your click, nothing happens.

The Shop is the page, for technicians only, listing the shops that sell tools and parts. PianoTunerNow sells nothing: every link takes you to the shop’s website or to the page of one of its products. On this page we count two things: how many times technicians open a shop’s website or the page of one of its products, and how many times they tap “I used the code”. Each technician counts only once per shop: one opening a day and one “I used the code” a month. To know whether we have already counted you, the server computes a hash, that is, a code derived from your account, the shop, the type of count and the day or month, using a secret key that stays on the server. We store the hash, not your account: without the key, the hash cannot be traced back to you. The hash is kept for as long as that day or month lasts, and we delete it automatically the following day at the latest. The counters that remain contain only totals, per shop and per day, with no name, identifier, IP address or device. We use these numbers to understand which shops and which discounts technicians really need, to check what the shops tell us and to agree with them on the terms of their presence in the Shop: we only ever show the shops totals, never names. The legal basis is our legitimate interest (art. 6.1.f GDPR) in maintaining and renegotiating the discounts with figures of our own, and in preventing a single account from inflating the counts. The shop does not find out from us who you are: the links do not carry your name or your account and do not say which page you come from. On the shop’s website its own privacy policy applies: if you use the code, the shop only knows that you come from PianoTunerNow, and the data you give it when you order is processed by the shop, as an independent controller. Your browser also remembers two things, only on your device and without ever sending them to us: the shops whose code you have already marked this month, and those whose website you have opened, until you close the tab or the app (see the Cookie Policy). If you do not want to be counted, simply do not use the Shop’s links and do not tap “I used the code”: you can also copy the code with “Copy”, which counts nothing. You can also object by writing to support@pianotunernow.com: from then on your account is no longer counted.

We ask technicians for the details needed to issue invoices for the services the platform sells them (unlock fee, Pro subscription, featured profile): first and last name or company name, business address, VAT number if they have one, Italian tax code, recipient code or certified email PEC for Italy, and the email to send invoices to. We ask for them before the first payment, because without them we cannot issue the document: the legal basis is a legal obligation (art. 6.1.c GDPR). Clients pay nothing to the platform and are never asked for billing details.

For VAT numbers from other EU countries we query the European Commission’s VIES system and keep the result of the check with its consultation number. At each payment we take a copy of the billing details as they are at that moment (a “snapshot”), and the document is issued on that copy: if you later correct your details, documents already issued do not change.

These details, the snapshots and the register of payments to the platform are kept for ten years from the end of the year of the document (art. 2220 of the Italian Civil Code), even after the account is deleted. We pass them to our accountant and, where required, to the Italian Revenue Agency’s Sistema di Interscambio and for Intrastat and VIES reporting. None of these details are ever shown to clients.

Some processing we carry out not because there is a contract with you or because the law requires it, but because we have a legitimate interest which, having weighed it against your rights, we consider to prevail (art. 6.1.f GDPR). It is the following: (1) the automatic check that prevents phone numbers, emails or links from being written in texts that the other party or the public read before contact details are unlocked: profile, price list, community, instrument details; it does not concern the chat, which opens only after the unlock. If the person trying is a technician, we record the attempt (the text and the date) for 12 months: after five attempts a person from our team reads them and decides, and no suspension is ever automatic; (2) the comparison of contact details to recognise a client a technician was already serving (section “Data about people who are not registered”) and the checks against abuse of credits and reward programmes; (3) the review of reports and the register of moderation decisions, which we keep for 5 years (10 for decisions that suspend or close a technician’s account) so that we can show how we decided; (4) security logs: who enters a technician’s calendar, who asks for the contact details in their address book, the limits on sending codes and reports; (5) counting visits to the Shop (section “The Shop”).

You have the right to object at any time to each of these processing activities, on grounds relating to your particular situation (art. 21 GDPR). Just write to support@pianotunernow.com stating which one you object to: no form is needed. We reply within one month. We stop processing your data for that purpose, unless we can demonstrate legitimate grounds that outweigh your interests, or we need the data to defend a right: in that case we explain this to you in writing, and you can always turn to the Garante.

What happens in practice: if you object to the Shop count, your account is no longer counted; if you object to the comparison of contact details, the in-person connection with that technician follows the normal rule, that is, the fee remains payable by the technician; for the check on contact details in public texts and for the security logs, we usually have overriding grounds, because they protect other users and the functioning of the platform, but we examine every request and in any case delete the recorded attempts that are not linked to an open report. To find out more about how we weighed our interest against your rights, you can ask us for the written assessment.

If you use the PianoTunerNow app for iPhone, the rules of this notice apply, with four additions. Apple is an independent controller of the data it receives for its own services: purchases made in the app (Apple processes the payment and the receipt; we receive the signed purchase, linked to your account with an anonymous identifier), notifications (we keep the phone’s address as long as you keep them on) and Apple Maps, which in the app shows the maps and estimates the technician’s travel times: to do so it receives the map areas shown, the coordinates of the day’s stops with their times and the phone’s IP address, never names.

Some data stays only on the technician’s phone and is deleted when they sign out: caller identification, if they turn it on (names and numbers of their clients copied into an iOS extension, so the name appears when they call); the day’s widget (times, names and addresses of the next appointments, with name and address hidden when the phone is locked); the comparison with the phone’s contacts, which happens on the phone without sending us the contacts. Contacts, camera and photos are used only when you ask.

To tell the client about a delay, the app uses the phone’s location only at that moment and only with your permission: it sends it to the server to work out the minutes of delay and we do not keep it.

If you ask Apple to refund a purchase made in the app, only with your consent, asked for separately and revocable at any time in the app’s Settings, do we tell Apple, when it asks us, that the purchase was delivered to you and that you used it. Legal basis: your consent (art. 6.1.a GDPR). Without consent we tell Apple nothing.