1. Who we are
Moor & Pitch Piano Services is a sole-operator mobile piano tuning and humidity control business based at Moor Street 128, 3065 Melbourne, Victoria. In this policy, "we", "us" and "our" refer to that business. "You" means anyone who contacts us, books a service, or uses this website.
2. What information we collect
- Contact details: your name, phone number, email address and the service address, including the building, floor and any lift or loading-dock instructions.
- Instrument records: piano make, model, serial number, service history, pitch measurements and humidity readings taken during a visit.
- Booking correspondence: messages you send through the booking form, by email, by SMS or by phone, and our notes about what was agreed.
- Payment details: invoice records and payment confirmations. Card numbers are processed by our payment provider and are not stored by us.
- Website usage data: basic server log information such as IP address, browser type, pages requested and the date and time of the request.
We do not collect sensitive information, and we ask that you do not send it to us.
3. Why we collect it
We use personal information to quote and schedule appointments, to gain access to apartment buildings where a building manager requires visitor details, to keep an accurate service history for your instrument, to issue invoices and meet our tax and record-keeping obligations, and to send appointment reminders or a suggested date for your next tuning. If you have asked for occasional seasonal reminders about humidity, we will use your email for that and you can opt out at any time.
4. How we collect it
Most information comes directly from you — by phone, email, SMS or through the booking form on this website. Sometimes a music school, teacher, piano remover or owners corporation provides your contact details so we can arrange access to an instrument. Where that happens, we tell you who referred us the first time we make contact.
5. Who we share it with
We do not sell or rent personal information. We disclose it only where necessary:
- to building managers or concierge staff, where a tower requires the name and contact number of a visiting tradesperson;
- to our bookkeeper and accounting software provider for invoicing and tax purposes;
- to a supplier of humidity control parts, where a warranty registration requires the instrument's serial number and installation date;
- where we are required or permitted to do so by Australian law.
Some of our software providers store data on servers outside Australia. We take reasonable steps to ensure that overseas recipients handle personal information consistently with the Australian Privacy Principles.
6. Cookies and analytics
This website does not use advertising cookies or third-party tracking pixels. Our web host keeps standard access logs for security and troubleshooting, and fonts are loaded from Google Fonts, which may record your IP address as part of serving that request. If we later add a privacy-respecting analytics tool, we will update this page before it goes live.
7. Security and retention
Booking records and instrument histories are held in password-protected accounts with two-factor authentication enabled. Paper notes taken during a visit are transcribed and then destroyed. We keep service and invoice records for seven years to meet Australian tax requirements, and instrument history for as long as we continue to service the piano. Records are then deleted or de-identified.
8. Access, correction and complaints
You can ask us for a copy of the personal information we hold about you, or ask us to correct it, by phoning 40732529615 or emailing privacy@moorpitch.online. We will respond within 30 days and will not charge for a straightforward request. If you are not satisfied with how we have handled your information or your complaint, you may contact the Office of the Australian Information Commissioner at oaic.gov.au.
9. Children
Many of our clients are music teachers whose students are minors. We do not knowingly collect information about students. Where a piano is in a teaching studio, our records relate to the instrument and the account holder only.
10. Changes to this policy
We may update this policy from time to time. The current version is always published on this page with the date of the last revision shown at the top. Material changes affecting existing clients will also be noted in our next service email.
Questions about this policy? Write to Moor & Pitch Piano Services, Moor Street 128, 3065 Melbourne, or call 40732529615.