Privacy Policy

1. The information we collect

Depending on how you use Piano Etrade, we may collect:

• Account and contact details: your name, email address, phone number, protected sign-in details, preferred language, country and account settings.
• Piano listing details: descriptions, brand, model, age, serial number if supplied, condition, price, photos, ownership information, approximate public location and the private address or location you give us.
• Business advertisement details: business and trading names, ABN or registration details, service categories, service areas, qualifications, licences, insurance details, descriptions, photos and public contact details.
• Enquiries and communications: messages, attachments, reports, support requests, complaint details and records of how we responded.
• Paid feature records: the feature purchased, amount, currency, date, payment status, invoice details and limited information returned by the payment provider. We should not receive your complete card number.
• Checks and moderation records: information used to review listings, investigate misuse, confirm identity or business credentials, handle appeals and keep the community safe.
• Technical and usage information: internet address, device and browser type, app version, pages viewed, searches, clicks, approximate location, referring page, dates and times, security logs, cookies and similar identifiers.

We do not ask for sensitive information unless it is reasonably necessary, lawful and, where required, you consent. Please do not place identity documents, financial details or other sensitive information in a public listing or ordinary message.

2. How we collect information

We usually collect information directly from you when you complete a form, create or update a listing, send an enquiry, make a payment, contact support or use the service. We may also collect information automatically from your device and from:

• another user who sends us a report or enquiry involving you;
• public business registers, public websites and professional bodies when we check an advertiser;
• our payment, security, fraud prevention, maps, analytics and support suppliers; and
• your authorised representative or a person acting for a business.

If you give us personal information about someone else, you must have permission to do so and must tell them about this policy where reasonable.

3. Why we use information

We use personal information where reasonably necessary to:

• create and secure accounts and provide the features you request;
• publish, search, rank and manage piano listings and service advertisements;
• send enquiries to the seller or service provider selected by the person making the enquiry;
• process paid Piano Etrade features, issue records and manage refunds or payment disputes;
• moderate content, investigate reports, detect scams and protect users and the service;
• provide support, measure performance and improve accessibility, search and reliability;
• send service notices and, with the permission required by law, relevant marketing that can be stopped at any time; and
• comply with law, enforce our terms and establish, exercise or defend legal claims.

If we cannot collect information needed for a feature, we may not be able to provide that feature. You may browse public pages without creating an account where the service allows it.

4. Public information and enquiries

Information you choose to publish in a listing or business advertisement can be seen, copied and shared by people around the world and may appear in search engines. Public information may include your display or business name, listing content, photos, price, approximate location and the contact options you choose.

A private seller’s exact street address, private account details and private contact information will not be shown publicly unless the seller deliberately places them in public content. Business advertisers may choose to publish a business address and contact details.

When you send an enquiry, we share the enquiry and the contact details needed for a response with the seller or service provider you selected. That person or business then has its own legal responsibilities for the information it receives and must use it only to respond to the enquiry or for another purpose you have agreed to.

5. Who we share information with

We may share relevant information with:

• the seller, buyer, enquirer or service provider involved in your requested connection;
• suppliers that help with hosting, data storage, email, maps, search, analytics, customer support, security, moderation, identity checks and payment processing;
• professional advisers, insurers, auditors and potential buyers or investors under appropriate confidentiality controls;
• police, courts, regulators, government bodies or other people where required or authorised by law, or where reasonably necessary to protect safety, rights or property; and
• another person when you direct or consent to the disclosure.

We do not sell personal information. We do not let a service advertiser add an enquirer’s details to a marketing list unless the enquirer has separately agreed.

6. Overseas access and storage

Piano Etrade is intended for worldwide use. Information may be accessed by a seller, buyer, service provider or supplier in the country where that person or supplier is located. Our main technology suppliers are expected to handle information in Australia and the United States, and may use staff or computer systems in other countries.

We take reasonable steps to use reputable suppliers and protect information disclosed outside Australia. Privacy protections in another country may differ from those in Australia.

7. Cookies, analytics and similar tools

Cookies are small files that help a website remember settings or understand how it is used. Piano Etrade may use necessary tools for sign-in, security and core operation, preference tools for saved settings and analytics tools to understand and improve the service. Advertising or tracking tools will be used only with the notice and choice required by law.

You can control many cookies in your browser. Blocking necessary cookies may stop parts of the service from working. Where a separate cookie choice is offered, you can change that choice at any time.

8. Marketing choices

Operational messages about your account, listings, security, payments or enquiries are not marketing and may still be sent when needed. We will send electronic marketing only where permitted by law. Marketing messages will identify the sender and include a simple way to unsubscribe. We will honour valid unsubscribe requests within the period required by law.

9. Security and data breaches

We use reasonable organisational and technical safeguards suited to the nature of the information and the risks involved. These may include access controls, secure connections, restricted staff access, backups, monitoring, supplier checks and incident response procedures. No internet service can promise perfect security.

If a data breach occurs, we will investigate, take reasonable steps to limit harm and notify affected people and regulators when the law requires it.

10. How long we keep information

We keep personal information only for as long as reasonably needed for the purposes in this policy, to maintain safety and fraud records, resolve disputes, enforce agreements and meet legal, tax, accounting and insurance duties. When information is no longer needed, we take reasonable steps to delete it or remove identifying details, unless the law permits or requires us to keep it.

Different records are kept for different periods. Account and listing information is generally kept while an account or listing is active and for a reasonable period afterwards. Payment and tax records may be kept for up to seven years. Fraud, safety, complaint and dispute records may be kept for as long as reasonably needed to protect users and resolve a matter. Backup copies are removed through the normal backup cycle.

11. Access, correction and deletion requests

You can update some information through your account. You may also ask us to give you access to personal information we hold about you or correct information that is inaccurate, out of date, incomplete, irrelevant or misleading. You may ask us to delete information, but legal, security, dispute or technical backup requirements can sometimes limit or delay deletion.

Contact the Privacy Officer using the details below. We may need to confirm your identity before acting. We will respond within the time required by applicable law and aim to respond to Australian privacy requests within 30 days. If we cannot fulfil a request, we will explain why where the law requires us to do so.

12. Children and young people

Piano Etrade accounts, listings, advertisements, enquiries and paid features are for people aged 18 or older. A parent or legal guardian may use their own account when acting for a child, but the adult remains responsible for the account and activity.

If you believe a child has created an account or given us personal information directly, contact us so we can investigate and take appropriate action.

13. Privacy complaints

Please send a written privacy complaint to the Privacy Officer and explain what happened, the information involved and the outcome you seek. We will acknowledge the complaint, investigate fairly and aim to respond within 30 days. If we need more time, we will explain why.

If you are not satisfied with our response and the Australian Privacy Act applies, you may complain to the Office of the Australian Information Commissioner. Other local privacy regulators may also be available depending on where you live.

14. Changes to this policy

We may update this policy when the service, suppliers or law changes. We will post the new date and give reasonable notice of material changes where appropriate. We will request new consent if the law requires it.

15. Contact the Privacy Officer

You can also read our Website Terms and Conditions.