Terms of Service

PianoTunerNow is a marketplace that puts clients and piano technicians in touch. The work is carried out and paid for directly between the parties; the platform makes it easier to search, get in touch, organise appointments and use the related tools (calendar, messages, reviews, community). PianoTunerNow is not a repair workshop and is not a party to the technical or financial relationship between client and technician. Every technician declares that they act as a professional, and we show this on their profile and when booking: if you are a consumer, you conclude the contract for the work with the technician, and towards them you have the rights the law gives consumers. PianoTunerNow is liable only for its own services (search, messages, calendar, reviews).

To use the members-only services you must create an account as a client or as a technician, providing true and up-to-date details. You must be at least 18: the platform is for adults only and no account may belong to a minor. You are responsible for keeping your credentials confidential and for whatever happens through your account. When registering, the technician declares that they use the platform in the course of their professional activity: towards clients they act as a professional, not as a consumer. The declaration also applies to a technician who has no VAT number, who is personally responsible for the related tax and social security obligations.

When a technician accepts the first appointment with a new client - the moment chat and contact details are unlocked - a one-off fee falls due, payable by the technician for that client, in the amount shown on the “Plans and pricing” page at the time of the unlock. The fee pays for the introduction, which with the unlock has already taken place and been fully delivered: that is why the fee is non-refundable, even if later appointments do not go ahead or the relationship ends. No percentage is due on the appointments themselves.

The Pro plan is an optional monthly subscription for technicians that gives more visibility in search, the Pro badge and advanced statistics. It renews automatically each cycle and can be cancelled at any time from the Subscription page: cancellation takes effect at the end of the period already paid for, which stays active until it expires and is not refunded pro rata. If a renewal fails on a subscription for which at least one month has already been paid, Pro stays active for 7 days while the payment is sorted out, then it is suspended until the payment succeeds; in the other cases it is suspended immediately. If you cancel an unpaid renewal, Pro switches off immediately and there are no further charges.

Fees, the Pro subscription and featured profiles are paid by card through Stripe, our payment provider: full card details never pass through our systems. Appointments are paid for directly to the technician, outside the platform, according to the arrangements made between the parties. Receipts and summaries of what you have paid to the platform are in the Billing and earnings section.

When you save a card, you authorise PianoTunerNow to charge to it, through Stripe and without asking you to confirm each time, the amounts that fall due under these Terms: the fee for a new client, at the moment you accept the first appointment with them (section 3); the featured profile, when you activate it; Pro renewals (section 4). Before each purchase you see the amount, and after each charge you receive the receipt by email. You can remove or change the card at any time from the Billing and earnings page: without a valid card no charges are made and paid services are not activated. The authorisation ends when you remove the card or close your account, except for amounts already due.

The first time you activate Pro, the first 30 days are free. At the end of the 30 days the subscription becomes paid and the card is charged every month at the price shown on the Subscription page, unless you cancel it beforehand from the same page: if you cancel during the trial, you pay nothing. The free trial applies only once per technician; Founders and technicians who received Pro free of charge do not also get the trial: if they subscribe, the first charge is made when the free period ends.

If you buy the unlock of a client, the Pro plan or a featured profile in the PianoTunerNow app for iPhone, you pay through Apple, with your Apple ID, at the price Apple shows you before you confirm: it may differ from the price on the website, and in the app prices include VAT and are invoiced by Apple. For these purchases: (a) charges, receipts and refunds are handled by Apple under its own terms; (b) the Pro plan bought in the app renews automatically every month until you cancel it from your iPhone settings (your name, Subscriptions), at least 24 hours before renewal; cancelling from the Subscription page of the website does not stop it; (c) the 30-day free trial applies only to Pro activated on the website; (d) deleting your PianoTunerNow account does not cancel the Apple subscription: it must also be cancelled with Apple. Use of the app is also governed by Apple’s standard licence for App Store apps. For everything else, including the effects of the unlock and of Pro on the platform, these Terms apply. Refunds: if you ask Apple to refund a purchase made in the app, Apple decides. Only if you have given us your consent, which we ask for separately and which you can withdraw 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, and that we would prefer it not to be refunded; without your consent we tell Apple nothing. If Apple refunds a featured profile, we remove the refunded days; if it refunds the Pro plan bought in the app, Pro ends; if it refunds an unlock, the contact details already unlocked stay visible, but after two unlocks refunded within twelve months, unlocks can no longer be bought in the app with that account. Each time we let you know by email, with the reason.

The platform’s paid services (fee, Pro Plan, featured profile) are reserved for technicians, who buy them as professionals: the right of withdrawal that consumer law (the Italian Consumer Code) gives consumers does not apply to these purchases. In any case, for the fee, by requesting the immediate unlocking of contact details you consent to the immediate performance of the service and acknowledge that, once it has been performed (contact details unlocked), the right of withdrawal can no longer be exercised. For the Pro Plan you can cancel at any time with effect from the end of the current cycle.

The following are prohibited: circumventing the platform to avoid the fee (anti-disintermediation); publishing unlawful, offensive, discriminatory or harassing content; faking reviews or manipulating the referral system; using other users’ data outside the service; creating fake or multiple accounts for abusive purposes. Respect and fairness apply in the community and in messages; content can be reported and moderated. Anyone, even without an account, can report content they believe is illegal from the “Report illegal content” page: we send them a receipt and then the outcome. To find contact details exchanged before unlocking we use an automatic filter on texts; every decision to remove content or suspend an account is made by a person, and we give the reasons in writing. The point of contact for users and authorities is support@pianotunernow.com, in Italian or English.

The content you publish or upload (profile, photos, introduction video, price list, reviews, community posts and replies, piano record cards and photos, submissions to the Serial number atlas) remains yours. So that we can run the service, you grant us a non-exclusive, royalty-free, worldwide licence, for as long as the content is on the platform, to: store, reproduce and display it on the platform and in its apps; adapt it technically, without changing its meaning (for example resizing and compressing photos, removing hidden image data, laying it out for different screens); show a preview of it when someone shares the link to a public page on social media or in messages, and in search engine results. The licence includes the right to entrust it to the providers that host and run the platform (Privacy Policy, section 5), solely for this purpose. We do not sell your content and we do not use it in advertising without asking you.

If you delete a piece of content or close your account, the licence ends, with two exceptions: for reviews, the rating remains, with no text and without your name, because it is part of the reviewed technician’s history; submissions to the Serial number atlas (a serial number, a year, a source) become part of the Atlas, and for them you grant us a perpetual and irrevocable licence, even after the account is closed, without your name. Community posts and replies are deleted with the account. In any case, personal data is handled as set out in the Privacy Policy. You warrant that you hold all the rights to what you publish, including the consent of the people portrayed and the rights of whoever took the photo or wrote the text, and that your content does not infringe the rights of third parties or the law. If a third party challenges content of yours with us, you hold us harmless from the damages and reasonable costs arising from your breach, unless the fault is ours; if you are a consumer, this guarantee applies within the limits allowed by law.

The PianoTunerNow trademark, the design, the software, the texts, the restoration manual, the Serial number atlas, and the drawings and three-dimensional models of the piano belong to PianoTunerNow or its licensors. You may consult them for personal use and for your work. You may not copy, extract or systematically reuse them, in whole or in substantial part, with automated programs (scraping, bots, mass collection) or by hand, to create another collection, another service or a product for sale, nor circumvent the consultation limits. This prohibition also applies to parts which, on their own, would not be protected by copyright or by the database right.

The restoration manual and the technical sheets are informative texts written by us: they are not manufacturer’s instructions and do not replace the manufacturer’s documentation, the judgement of a professional or safety regulations. Anyone who carries out work does so on their own responsibility. The dates in the Serial number atlas are indicative: they come from manufacturers’ tables and from submissions, may contain errors and do not certify the age, authenticity or value of an instrument.

Reviews can be left only by the registered client of an appointment that the technician has marked as completed, one per appointment, after confirming that the work really took place. The same applies to an appointment that the client has said took place, if the technician does not dispute it within 72 hours; if the technician disputes it, the administration decides after hearing both. We do not pay for or reward reviews, and we do not select or reorder them to favour a technician: we remove them only if they breach these rules or the law, and the person who wrote them is given the reason.

We may suspend or close an account in the event of a breach of these terms, behaviour that puts other users at risk (minors in particular), fraud or abuse. Suspension is a temporary measure, lasting until the facts are clarified or until the breach stops; permanent closure is reserved for serious or repeated breaches. Every suspension is communicated to you by email, at the latest when it takes effect, with the reason, the facts, the rule applied and how to challenge it, including the option of going to court, and we review every challenge. The permanent closure of a technician’s account is communicated to them with at least 30 days’ notice and with the reasons; during the notice period the technician can challenge it and download their data, except in case of serious or repeated breaches, legal obligations or dangers to other users: in these cases closure may be immediate, always with the reasons communicated. Suspension or revocation for a breach does not entitle you to any refund of fees or subscriptions already paid. You can close your account at any time from Settings; the deletion of your data follows the Privacy Policy.

The service is provided «as is», with no guarantee of any specific technical result. PianoTunerNow is not a party to the relationship between client and technician and is not liable for the quality, safety or outcome of appointments, nor for financial arrangements made directly between the parties. Nothing in these terms excludes or limits liability where the law does not allow it. Towards technicians, who use the platform as professionals, PianoTunerNow is liable only for direct damage and up to the amount the technician paid the platform in the 12 months before the event, except in case of wilful misconduct or gross negligence. If something did not go as it should have, you can report a problem about an appointment from the appointment page within 12 months of the date of the work; after that, reporting is no longer possible on the platform, without prejudice to the rights the law gives you.

We may update the service and these terms for justified reasons: changes in the law or in decisions of the authorities, new features, security needs, changes of providers or of the pricing model. Every change to the texts is communicated to you at least 15 days before it takes effect, by email and with a notice on the platform, together with a summary of what changes. Changes apply only to the future. From the stated date, the first time you log in we will ask you to accept the new version. If you do not agree, you can withdraw at any time: you download your data and close your account at no cost, and any subscription already paid remains active until it expires. The notice period may be shorter only if the change is required by law or is needed to address an unforeseen danger to users.

These terms are governed by Italian law. If you are a consumer, the mandatory protections and the jurisdiction of the courts of your place of residence provided for by the law of your EU country remain unaffected. For relationships with technicians, who use the platform as professionals, the courts of Milan have exclusive jurisdiction. These terms are written in Italian and translated into the other languages of the site: in case of differences the Italian version prevails, without prejudice to the mandatory protections of consumers. The platform is operated by Luca Sciurti, sole trader, with registered address at Via Aldo Moro 64, 20066 Melzo (MI), Italy, VAT number IT12286070961, email support@pianotunernow.com.

For any questions about these terms, write to support@pianotunernow.com: we’ll reply as soon as possible.

A technician can buy a featured placement for their profile, which for the chosen period (7, 30 or 90 days) puts it at the top of search results with the label “Sponsored”. It is a one-off purchase, with no automatic renewal, at the price shown before confirmation. The placement starts right after payment and, as with the fee, by requesting immediate activation you consent to the service being performed: once active it is not refundable, except where the law provides otherwise or in case of our error. In the default order of search results (“Most relevant”), featured profiles come first; then technicians on the Pro plan, whether paid for or received free of charge (for example the Founders); then the average rating and the number of reviews. On the results page we point this out with a note, and these profiles can be recognised by the “Sponsored” label and the Pro badge: their position depends on a payment or, for those who received Pro free of charge, on an offer from the platform. If the person searching chooses a different order (rating, number of reviews, distance), only that order applies. The filters chosen by the person searching (service, area, minimum rating, language) decide which profiles appear, not the order among them.

A technician can invite other technicians with their own code. When a colleague signs up with that code and completes their first appointment with a client, the inviter receives one credit, and each credit waives the unlock fee for one new client. Credits have no cash value, cannot be transferred and are not refunded. Fake invitations, accounts created for this purpose or other abuse lead to the cancellation of the credits and may lead to account suspension.

If a tuner gives you access to their calendar, the names, contact details and addresses you find there belong to them and to their customers: you may use them only for the work they asked of you. Copying them, exporting them, transcribing them outside the platform or entering them into another tuner’s calendar is forbidden, including when you manage more than one. Anyone who does so loses the access and the account, and the tuner remains free to act on their own behalf. Every entry into a calendar is recorded and visible to whoever owns that calendar.

The Shop is the page, for technicians only, listing the shops that sell piano tools and parts. PianoTunerNow sells nothing and collects no money on the shops’ behalf: every listing takes you to the shop’s website, and when you order, the contract is between you and the shop, on its terms. Prices, availability, payments, shipping, warranties, returns and withdrawal are handled by the shop, which is responsible for them: PianoTunerNow is not a party to the sale, without prejudice to any protections that the law does not allow to be excluded. We write the listing descriptions ourselves, for information purposes: in case of differences, the shop’s website prevails. Discounts and codes are decided by the shop, on its terms, and it can change or end them at any time, even before the listing is updated. We cannot guarantee that they will be applied, but as soon as we hear of a change we correct or remove the listing. If a shop gives PianoTunerNow a percentage of orders, you will find it stated on its listing. The listings are ordered by fixed criteria. Shops with a confirmed agreement come first. Then, based on the country chosen in the “Ships to” filter or, if you do not choose one, on your own, come those that ship there, then those that do not say, and last those that do not ship there (with the filter on, shops that do not ship to that country do not appear). All else being equal, shops offering a discount with a code come first, then alphabetical order. The size of the discount does not count, and no shop pays to be placed higher. Tap “I used the code” only when you have actually used it: we show those numbers, always as totals, to the shops. We may add, change or remove a shop at any time.

Before paying the platform an unlock fee, the Pro subscription or featured placement, the technician provides truthful, complete and up-to-date billing details (billing name, address, VAT number if they have one, Italian tax code, recipient code or certified email PEC for Italy) and keeps them up to date when they change.

Without complete details, or with a VAT number from another EU country that is not valid in VIES, the payment does not start: contact unlocking, Pro and featured placement stay suspended until the details are ready. In the meantime nothing is charged.

Documents are issued on the billing details present at the time of payment; a later correction applies to subsequent payments, not to documents already issued. The technician is responsible for the tax consequences of incorrect details or of a declared VAT number that is not valid.

Some features of the platform use services provided by other companies. To find addresses on the map, suggest them as you type and calculate distances and driving times we use Geoapify, with data © OpenStreetMap contributors; in the iPhone app, the maps and travel times come from Apple Maps. The maps you see on the website are from OpenStreetMap, distributed by OpenFreeMap, with data © OpenStreetMap contributors. If you choose to open an address or a route in Google Maps or Apple Maps, their terms and privacy policies apply. If you connect a Google or Microsoft calendar, the connection is also subject to the terms of your account with them. These services are provided by third parties: they may change or be discontinued, and we are not liable for how they work beyond what the law provides.

If you are a technician and you use the client address book, the calendar or a connected calendar, or you give another person access to your calendar, your clients’ data is yours: you are its controller, and PianoTunerNow processes it on your behalf as a processor. The rules of this processing (your instructions, confidentiality, security, the providers that help us, how we notify you if something goes wrong, what happens to the data when you close your account) are in the Data Processing Agreement, which forms part of these Terms and which you accept when registering as a technician. The same agreement describes the only case in which we use that data for a purpose of our own: recognising a client you were already serving, for the purposes of the fee.

Read the Data Processing Agreement

PianoTunerNow has access to the data that technicians and clients provide or generate when using the platform (accounts, profiles, appointments, messages, reviews, payments to the platform, usage statistics) and uses it to run and improve the service, as described in the Privacy Policy and in the Data Processing Agreement. The technician sees their clients’ contact details after the unlock, the reviews they receive and the statistics of their own profile, and can export their address book and appointments at any time, including during the notice period before their account is closed. We do not pass technicians’ or clients’ data on to third parties, except to the providers who help us run the service and to the authorities when the law requires it.

Pursuant to articles 1341 and 1342 of the Italian Civil Code, the technician specifically approves the clauses of the following sections: 3 (non-refundable fee); 4 and 5 (automatic renewal of the Pro Plan and charges to the saved card); 5-bis (refunds of purchases made in the app and their effects); 7 (ban on circumventing the platform); 8 (perpetual licence on contributions to the Atlas, warranty and indemnity); 9 (suspension and closure of the account, exclusion of refunds); 10 (limitations of liability and 12-month time limit for reports); 11 (changes to the service and to the Terms); 12 (exclusive jurisdiction of the courts of Milan); 16 (ban on taking the contacts of calendars elsewhere, loss of the account); 18 (responsibility for billing details).