Refund Policy
Last updated: January 2024
1. Service Satisfaction Guarantee
We stand behind our work. If you are not satisfied with our service, please contact us within 7 days of service completion. We will work with you to address any concerns and make it right.
2. Tuning Services
Standard tuning services include a 30-day stability guarantee. If your piano goes out of tune within 30 days due to normal conditions, we will retune at no additional charge. Extreme climate changes are not covered under this guarantee.
3. Repair Services
All repair work is guaranteed for 90 days. If the same issue recurs within this period, we will correct it at no additional charge. This guarantee covers our labor and the parts we install. Normal wear and new issues are not covered.
4. Refinishing Services
Refinishing work is guaranteed for 1 year against defects in workmanship. If you notice any issues with the finish during this period, contact us for assessment. This guarantee covers peeling, cracking, or discoloration under normal use.
5. Payment Terms
Payment is due at the time of service for on-site work. For workshop projects requiring extended time, a deposit of 50% is required to begin work, with the balance due upon completion. We accept cash, checks, and major credit cards.
6. Cancellation Policy
We request 24-hour notice for appointment cancellations. Cancellations with less than 24 hours notice may incur a service fee of $50. This fee covers the time reserved for your appointment and any travel costs incurred.
7. No-Show Policy
If we arrive for a scheduled appointment and cannot access your location or no one is available, a $75 fee may apply to reschedule. Please ensure someone is available to provide access for scheduled services.
8. Workshop Work
For pianos requiring workshop work, a written estimate will be provided. Once work begins, any changes to the scope will be communicated and approved before proceeding. Additional charges will be documented and explained.
9. Parts and Materials
Parts and materials are non-refundable once installed. Unused parts purchased but not installed may be returned within 30 days for store credit. Special-order items cannot be returned.
10. Emergency Services
Emergency service calls (outside normal business hours) are subject to premium rates and may have different cancellation policies. These will be communicated at the time of booking.
11. Refund Process
If a refund is warranted, it will be processed within 5-7 business days. Refunds will be issued to the original payment method. Cash refunds are available for cash payments in person.
12. Disputes
If you have concerns about our work or service, we encourage you to contact us directly. We are committed to resolving issues professionally and to your satisfaction. Most issues can be resolved through open communication.
13. Contact Us
For questions about this Refund Policy or to discuss a service concern, please contact us:
Brenda Mamer Rpt ~ Piano Service
604 East Main Street, Merrill, WI, 54452
Phone: (715) 351-1954
Email: ottohopkins@pianosrptsvc.cc