Privacy Policy
Unlock Piano ā Privacy Policy
Last updated: August, 2026
Unlock Piano ("we", "our", or "us") respects your privacy and is committed to protecting your personal information.
This policy explains how we collect, use, store, and protect your information when you use our website, book lessons, or interact with our services.
1. Information We Collect
We collect personal information that you provide directly to us, including:
- Your name, email address, phone number, and address
- Your child's name and age (if booking on behalf of a student)
- Lesson preferences (times, location, experience level)
- Payment information (processed securely by third-party providers)
- Communication records (texts, emails, call notes)
- Feedback or testimonials you choose to provide
We may also collect limited technical data when you use our website, such as:
- IP address, browser type, and device information
- Cookies or analytics data to improve site performance
We do not collect or store any sensitive information such as health, ethnicity, or biometric data.
2. How We Use Your Information
We use your personal information to:
- Schedule and manage lessons
- Match students with appropriate Unlock Piano teachers
- Deliver and collect pianos and related equipment
- Process payments and manage billing
- Communicate with you via SMS, email, or phone
- Improve our services and customer experience
- Send occasional updates, reminders, or offers (you can opt out anytime)
3. How We Store and Protect Your Information
- All data is stored securely in encrypted systems located in Australia or trusted overseas data centres compliant with Australian privacy law.
- Access is restricted to authorised Unlock Piano staff and teachers on a need-to-know basis.
- We take reasonable steps to protect your information from misuse, loss, unauthorised access, or disclosure.
If a data breach occurs that is likely to cause serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required by law.
4. Sharing Your Information
We only share your information when necessary to deliver our services ā for example:
- With your assigned Unlock Piano teacher, to coordinate lessons and logistics
- With payment processors or scheduling systems that securely manage transactions or bookings
- With delivery staff for piano drop-off or collection
- If required by law, court order, or to protect our legal rights
We do not sell, rent, or trade your personal information to third parties.
5. Access, Correction & Deletion
You have the right to:
- Access your personal information held by us
- Request correction of inaccurate or outdated details
- Request deletion of your data once lessons have ended
To make any of these requests, contact us at hello@unlockpiano.com.au and we'll respond within a reasonable timeframe.
6. Retention
We retain your information only for as long as necessary to:
- Provide our services and comply with legal obligations
- Resolve disputes and enforce our agreements
When no longer required, data is securely deleted or anonymised.
7. Marketing & Communications
We may occasionally send you updates, offers, or announcements by SMS or email.
You can opt out anytime by replying "STOP" to texts or clicking "unsubscribe" in emails.
8. Cookies & Website Analytics
Our website may use cookies and similar technologies to improve functionality, measure website usage, and understand the effectiveness of our marketing.
We may also use advertising and analytics tools, including the Meta Pixel, Meta Conversions API, and PostHog, to understand actions taken on our website such as page visits, booking requests, teacher registrations, teacher-application submissions, and later purchases. For advertising measurement and matching, we may send identifiers such as hashed contact and location details, an internal account identifier, and permitted browser or request identifiers to Meta. We use a separate teacher-recruitment flow marker so teacher applications are not mixed with customer-acquisition reporting. Successful and failed advertising-delivery records, including the measurement payloads but not advertising credentials, are retained indefinitely for audit and troubleshooting under our selected retention policy. We may use privacy-masked, sampled session recordings on public booking pages to diagnose usability problems. Form inputs and personal details are excluded from these recordings. This may help us measure adverts, improve campaigns, and improve the booking and application experiences.
We use Sentry to detect and diagnose unexpected production errors. Error reports may include internal diagnostic identifiers, the affected page or operation, and limited technical state. When an error occurs, Sentry may retain a replay of the affected session; text, form inputs, and media are masked. We configure Sentry not to store IP addresses and not to send contact details, message content, payment details, authentication secrets, request bodies, or form values.
You can disable cookies in your browser, but some features may not function as intended.
9. Updates to This Policy
We may update this Privacy Policy periodically to reflect service or legal changes.
The latest version will always be available at unlockpiano.com.au/privacy.
10. Contact Us
If you have questions, feedback, or privacy concerns, please contact us:
š§ hello@unlockpiano.com.au š 0485 033 444 š Sydney, NSW, Australia