Last updated: 17 May 2026
This page sets out when you can cancel, when you can move your date, and when you can get your money back.
The short version
- Cancel 48+ hours before your collection day → full refund
- Cancel inside 48 hours → no refund, but we’ll move your date once for free
- We can’t collect on the day (our fault, weather, breakdown) → free reschedule
- The piano isn’t there, isn’t what was declared, or access isn’t as declared → the booking fee is forfeited
- Refunds are processed back to your original payment method within 5–10 working days
The full detail is below.
1. Cancelling more than 48 hours before your collection day
You can cancel at any point up to 48 hours before your scheduled collection day and receive a full refund.
To cancel, email recycling@pianospeed.com with your booking reference. The clock stops when your email reaches us, not when we reply.
Refunds are processed back to the original payment method (Stripe or PayPal) within 5–10 working days.
2. Cancelling inside 48 hours of your collection day
A booking made on a Monday for collection on the Thursday cannot be cancelled for a refund from the Tuesday onwards.
Inside the 48-hour window, the booking is non-refundable. However, you can move the date once at no extra charge, to the next available slot for your postcode. To move the date, email recycling@pianospeed.com before your collection day.
If you need to move the date a second time after that, we may need to charge an admin fee or treat the second change as a new booking — we’ll tell you the position before agreeing the new date.
3. Your statutory cooling-off right
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you generally have a 14-day right to cancel a contract for services entered into online, starting the day after the contract is formed.
This right applies to your booking, with one important exception:
If your collection date is within 14 days of your booking, you will be asked to expressly agree, at the point of booking, that we can start providing the service (preparing the route, allocating the crew, holding the slot) before the 14-day cooling-off period ends — and that by doing so, you accept that you lose your right to cancel for a refund once the service has started.
In practice this means:
- Collection date is more than 14 days after booking: you can cancel for a full refund within 14 days of booking (subject to the 48-hour rule above kicking in for the very last 48 hours).
- Collection date is within 14 days of booking, and you ticked the box to start service early: the 48-hour rule above is the operative policy.
This is set out in plain terms on the booking form before payment.
4. If we can’t collect on the day
There are several reasons a collection might not happen as planned. The outcome depends on the reason.
a) The piano isn’t there
You forgot the booking, the piano has already been disposed of, or no one is at the address. The booking fee is forfeited and a new booking will be required to arrange another visit.
b) The piano isn’t what was declared
You booked a digital piano (£199) and it turns out to be an upright (£299). Or you booked an upright (£299) and it’s a grand (£399). We will:
- Quote the price difference to you in writing
- If you agree and pay the difference, we complete the collection
- If you don’t agree, we leave without the piano and the original booking fee is forfeited
c) Access is materially different from what was declared
You declared “ground floor, no steps, clear access” but the piano is on the first floor, behind a flight of stairs, down a narrow basement, or otherwise not as described. We will:
- Quote an access surcharge to you in writing (based on what’s actually required)
- If you agree and pay the surcharge, we complete the collection
- If you don’t agree, we leave without the piano and the original booking fee is forfeited
This is why declaring access accurately at booking matters. Honest declaration costs nothing extra; misdeclaration can cost the full booking fee.
d) We can’t collect for reasons within our control
Our van breaks down, our crew is unavailable, or we made a scheduling error and didn’t turn up. We will:
- Reschedule to the next available slot for your postcode at no extra charge, or
- Issue a full refund if you’d rather not reschedule
e) Weather, road closures, or other force majeure
Heavy snow, flooding, road closures, public-health restrictions, fuel shortages, or other events outside our reasonable control. We will:
- Reschedule to the next available slot for your postcode at no extra charge
- A refund is not available in these circumstances — please refer to Section 11 of the Terms & Conditions
5. How to request a refund or date change
Email recycling@pianospeed.com with:
- Your booking reference
- Your name
- What you’d like to happen (cancel for refund, move to new date, etc.)
We aim to reply within one working day. Refunds are processed within 5–10 working days of the request being accepted.
6. Refund method
Refunds are always issued back to the original payment method:
- Card payments are refunded to the same card via Stripe
- PayPal payments are refunded to the same PayPal account
We cannot refund to a different card, bank account or person.
7. Partial refunds
We do not issue partial refunds for portion-of-service used. The booking either proceeds (and is fully chargeable) or doesn’t (and is either fully refunded or fully forfeit, per the rules above).
8. Disputes
If you disagree with a refund decision, please email recycling@pianospeed.com explaining why. We’ll review the case and respond within 10 working days.
If we can’t resolve a dispute between us, you may have the right to take the matter to court. We are not currently a member of an Alternative Dispute Resolution scheme.