Privacy policy

Privacy Policy
Broadway Piano Rescue LLC 1216 Broadway, New York, NY 10001 917-719-0162 · [email protected]

Effective date: August 15, 2026

 
Introduction
Broadway Piano Rescue LLC ("Broadway Piano Rescue," "we," "us") provides piano tuning, repair, restoration, and moving services in New York City and upstate New York. This policy explains what personal information we collect, why we collect it, who we share it with, how long we keep it, and how you can access or delete it.

We do not sell your personal information. We do not share, sell, or distribute your mobile phone number to any third party for marketing or promotional purposes.

 
Information we collect
Contact and service information you give us. Your name, phone number, email address, and the service address where your piano is located. If you book through our website form, we also collect the details you enter about your piano and the work you need.

Information about your piano and its service history. Make, model, type, approximate age, serial number where available, condition assessments made by our technicians, the work performed on each visit, technician notes, and when your piano is next due for service. This is the core of our records — it is what lets a technician arrive already knowing your instrument.

Phone calls. Calls to our business number are answered by an automated scheduling assistant, by a member of our staff, or by both in sequence. Calls handled by the automated assistant are recorded and transcribed. We keep the recording, the written transcript, and a short summary of the call. A copy of the transcript and a link to the recording are emailed to our own business inbox so we can review bookings and follow up.

Text messages. If you have opted in to SMS, we keep the messages sent and received, their delivery status, and the date and time. Opting in is entirely optional and is never required to receive service — see our SMS Consent and Opt-In Disclosure.

Photographs. If you send us a photograph by text message — of your piano, a damaged part, a stairway, a doorway — we store it. Our technicians may also photograph your piano during a service visit to document its condition or a repair. These photographs are stored privately and are visible only to our team.

Location information. When one of our technicians is on the way to your appointment, our field application may read the technician's location in order to estimate an arrival time for you. We do not collect or track your location.

Payment information. We record which method you used to pay and the amount. We do not store card numbers or bank account details. Card payments are handled entirely by our invoicing provider.

Website information. Standard technical information collected when you visit our site, such as browser type and pages viewed. Our contact form is protected by Google reCAPTCHA, which is subject to Google's Privacy Policy.

 
How we use it
To schedule, confirm, perform, and follow up on your service appointments
To keep an accurate service history for your piano, and to let you know when it is due again
To send appointment confirmations, arrival notifications, and reminders — by phone, email, or, if you have opted in, text message
To prepare and send invoices and receipts
To answer your questions and resolve problems
To review recorded calls for accuracy and quality, and to correct bookings the automated assistant got wrong
To meet our tax, accounting, and legal record-keeping obligations
We do not use your information for advertising, and we do not build marketing profiles.

 
Who we share it with
We share your information only with service providers who process it on our behalf, and only to the extent they need it to do their job. We name the following:

Twilio — sends and receives our text messages and carries our phone calls
Resend — delivers our transactional emails, including appointment confirmations and receipts
Google — Maps and address lookup for scheduling and routing; reCAPTCHA on our website contact form
We also use providers, not named here, for the following functions: hosting and database storage of our customer records; an automated voice answering and scheduling assistant; and invoicing and payment processing. Each is bound by its own agreement with us and may not use your information for its own purposes.

We do not sell your personal information, and we do not share it with anyone for their own marketing.

We may disclose information where required by law, to comply with a valid legal request, or to establish or defend a legal claim.

 
How long we keep it
Your contact details, piano records, and service history are kept for as long as you remain a customer, and afterwards for as long as we may reasonably need them — a piano's history is useful for decades and previous work is often relevant to future work.

Call recordings, transcripts, and summaries are kept indefinitely unless you ask us to delete them. Our voice-AI provider also retains its own copy under its own retention terms.

Photographs are kept indefinitely unless you ask us to delete them.

Text messages are kept indefinitely. Your carrier and Twilio keep their own separate delivery records.

Invoices, receipts, and payment records are kept for at least seven years, because tax and accounting law requires it. These cannot be deleted on request.

You can ask us at any time to delete something sooner — see below.

 
Your choices
Text messages. Reply STOP to any message to opt out immediately. Reply HELP for assistance. Opting out does not affect your service in any way; we will confirm appointments by phone or email instead.

Email. Reply to any email and ask us to stop, and we will.

Call recording. If you would prefer not to be recorded, tell us at the start of the call and ask to speak to a person, or reach us by email or text instead.

Photographs. Ask us and we will delete any photograph of your property or piano.

 
Access and deletion
To see what we hold about you, correct it, or ask us to delete it, email [email protected] or call 917-719-0162.

We will confirm that the request is genuinely from you before acting on it — usually by contacting you at a phone number or email address already on your record. We aim to complete requests within 30 days.

What we can delete: your contact details, your piano records and service notes, photographs, call recordings and transcripts, and text message history.

What we cannot delete: completed invoices and payment records, which we are legally required to retain. Our text messaging and phone provider also keeps its own delivery logs under its own retention terms, and our invoicing provider keeps its own copy of invoices sent to you. We can delete our records; we cannot reach into theirs.

Depending on where you live, you may have additional rights under state privacy law. Contact us and we will honour them.

 
Security
We use encryption in transit and at rest, access controls that limit each member of our team to the information their role requires, and private storage for photographs and documents. Access to customer records is restricted to Broadway Piano Rescue staff and contracted technicians.

No system is perfectly secure, and we do not claim otherwise. If a breach affects your personal information, we will notify you as required by law.

 
Children
Our services are for adults. We do not knowingly collect personal information from anyone under 13.

 
Changes
We may update this policy. The effective date at the top will change, and the current version will always be posted on this page. Material changes will be highlighted here.

 
Contact
Broadway Piano Rescue LLC 1216 Broadway, New York, NY 10001 917-719-0162 [email protected]

Related: Terms of Service · SMS Consent and Opt-In Disclosure