Customer Terms and Conditions

Version: 2.0
Last updated: July 2026

These Terms and Conditions apply where you submit an enquiry to Guitar Genie, ask Guitar Genie to provide a service, ask Guitar Genie to recommend or introduce you to an independent specialist, book a service with Guitar Genie, or leave an instrument or item of equipment with Guitar Genie for assessment, repair, setup or maintenance.

Where you enter into a contract for services directly with an independent specialist introduced or recommended by Guitar Genie, that separate contract is between you and the independent specialist and will be subject to any terms agreed between you and that specialist.

Your use of the Guitar Genie website for browsing purposes alone does not create a contract with Guitar Genie.

1. About Guitar Genie

Guitar Genie Ltd is a company registered in England and Wales under company number 15077767.

Registered office:

Piccadilly Business Centre
Unit C
Aldow Enterprise Park
Blackett Street
Manchester
M12 6AE

Guitar Genie can be contacted by email at guitargenieltd@gmail.com or by telephone on 07460 761180.

In these Terms and Conditions:

“Guitar Genie”, “we”, “us” and “our” mean Guitar Genie Ltd.

“Customer”, “you” and “your” mean the person submitting an enquiry, booking or purchasing a service from Guitar Genie, requesting an introduction to an independent specialist, or leaving an instrument or item of equipment with Guitar Genie.

“Direct Service” means a repair, setup, assessment, maintenance or other service carried out by Guitar Genie itself.

“Independent Specialist” means a separate third-party business or service provider that is not employed, engaged or controlled by Guitar Genie and which may be recommended or introduced to a customer.

“Referral Service” means the service by which Guitar Genie may recommend or introduce a customer to an Independent Specialist who may be able to provide a service that Guitar Genie does not provide directly or considers better suited to that specialist.

2. What Guitar Genie does

Guitar Genie provides guitar, bass and related instrument setup, repair, maintenance and assessment services.

Some services are carried out directly by Guitar Genie.

Where Guitar Genie does not provide a particular service, does not have availability, or considers that another business may have more appropriate specialist expertise, Guitar Genie may offer to recommend or introduce you to an Independent Specialist.

The purpose of the Referral Service is to help customers identify and contact independent businesses that may be able to provide the service they require.

Guitar Genie does not engage an Independent Specialist to perform work on your behalf, does not supply personnel to you and does not appoint an Independent Specialist to carry out work on behalf of Guitar Genie unless we expressly agree otherwise in writing.

An Independent Specialist decides independently whether they wish to respond to your enquiry or offer services to you. You decide independently whether you wish to contact or instruct them.

Guitar Genie aims to respond to customer enquiries within 1 to 2 working days, but response times are not guaranteed.

3. Customer enquiries

When you submit an enquiry, you agree to provide accurate and complete information so that Guitar Genie can understand what assistance you require and determine whether:

  • Guitar Genie may be able to provide the service directly; or

  • Guitar Genie may be able to recommend or introduce you to an Independent Specialist.

You may be asked to provide information including:

  • your name;

  • contact details;

  • location or postcode area;

  • instrument or equipment type;

  • a description of the issue or service required;

  • photographs or videos, where relevant; and

  • any relevant background information.

Providing inaccurate or incomplete information may delay or prevent Guitar Genie from assisting with your enquiry.

Guitar Genie may decline an enquiry where the information provided is incomplete, unclear, suspicious, abusive, unlawful or outside the scope of services with which Guitar Genie is able to assist.

Submitting an enquiry does not oblige Guitar Genie to provide a Direct Service, make a recommendation or arrange an introduction.

4. Ownership and authority to request work

By booking a Direct Service or leaving an instrument or item of equipment with Guitar Genie, you confirm that:

  • you are the legal owner of the instrument or equipment; or

  • you have the owner's authority to arrange and authorise the work.

You should tell Guitar Genie about any relevant ownership, hire, loan, finance, insurance, warranty, manufacturer, vintage, modified or particularly high-value status before work begins.

You may be responsible for losses reasonably and directly incurred by Guitar Genie as a result of information about ownership or authority that you knowingly or negligently provide inaccurately.

Where you subsequently enter into an agreement with an Independent Specialist, you should provide any relevant ownership or authority information directly to that specialist.

5. Independent Specialist referrals

Where Guitar Genie is unable to provide a requested service directly, or considers that another business may be better placed to assist, we may:

  • provide you with the contact details of an Independent Specialist so that you can contact them yourself; or

  • offer to introduce you directly to an Independent Specialist.

Where we propose to pass your personal contact details or identifiable enquiry information to an Independent Specialist, we will tell you which business we propose to introduce you to before making the introduction, wherever reasonably practicable.

We will not provide your contact details to an Independent Specialist for the purpose of allowing that specialist to contact you unless you have requested or agreed to that introduction.

Where you ask us to introduce you to more than one Independent Specialist, we may provide relevant information to each specialist to whom you have agreed to be introduced.

Before sharing identifiable customer information, Guitar Genie may make a general enquiry with an Independent Specialist about whether that business provides a particular type of service, without disclosing your identity or contact details.

An introduction does not oblige:

  • you to engage the Independent Specialist;

  • the Independent Specialist to offer you services; or

  • either party to enter into a contract.

Following an introduction, the Independent Specialist may contact you directly to discuss your requirements.

You remain free to decide whether to obtain a quotation, arrange an inspection or enter into any agreement with that Independent Specialist.

6. Relationship between Guitar Genie and Independent Specialists

An Independent Specialist recommended or introduced by Guitar Genie operates as a separate and independent business.

Unless Guitar Genie expressly states otherwise in writing, an Independent Specialist is not:

  • an employee or worker of Guitar Genie;

  • an agent or representative authorised to enter into contracts on behalf of Guitar Genie;

  • a subcontractor carrying out work on behalf of Guitar Genie;

  • a franchisee of Guitar Genie; or

  • a business whose services are controlled or supervised by Guitar Genie.

Guitar Genie does not determine an Independent Specialist's:

  • prices;

  • quotations or estimates;

  • contractual terms;

  • working methods;

  • availability;

  • workshop practices;

  • timescales;

  • staffing arrangements; or

  • decisions about whether to accept a customer.

Where you choose to engage an Independent Specialist, the contract for the relevant repair, setup, diagnosis, maintenance or other service is entered into directly between you and that Independent Specialist.

The Independent Specialist is responsible for providing its own quotation or estimate, agreeing the scope of work, agreeing its contractual terms with you, performing the service and invoicing you directly.

Guitar Genie is not a party to that separate contract.

7. Responsibility for Independent Specialist services

Responsibility for an Independent Specialist's services does not transfer from Guitar Genie to the specialist because Guitar Genie does not undertake responsibility for those independent services in the first place.

Guitar Genie remains responsible for:

  • services carried out directly by Guitar Genie;

  • its own handling of your enquiry;

  • its own communications with you;

  • its own handling of your personal information; and

  • any other obligations that the law imposes directly on Guitar Genie.

An Independent Specialist is responsible for the services that it independently agrees to provide to you, including:

  • inspection and diagnosis;

  • quotations and estimates;

  • agreeing the scope of work;

  • repair, setup, maintenance or other work;

  • prices and payment arrangements;

  • timescales;

  • care of instruments or equipment in its possession;

  • collection, delivery or courier arrangements it agrees with you;

  • its communications with you;

  • warranties or guarantees it offers; and

  • handling complaints relating to its own services.

Before instructing an Independent Specialist, you should satisfy yourself that you understand the proposed scope of work, price or pricing basis, timescale and applicable contractual terms.

Nothing in these Terms removes any responsibility that Guitar Genie or an Independent Specialist has under applicable law.

8. Referral support and customer feedback

Guitar Genie may contact you after making an introduction to ask whether:

  • the Independent Specialist contacted you;

  • you chose to proceed with that business;

  • you were satisfied with the introduction process; or

  • you wish to provide feedback about your experience.

Guitar Genie may take previous dealings, customer feedback and other information into account when deciding whether to recommend or introduce customers to a particular business in future.

Guitar Genie may also, where appropriate, assist the customer and Independent Specialist in reopening communication where a communication problem has arisen.

Any such assistance does not make Guitar Genie a party to the contract between you and the Independent Specialist and does not mean that Guitar Genie supervises, directs or controls the Independent Specialist's work.

Guitar Genie is not obliged to investigate, adjudicate or resolve a contractual dispute between a customer and an Independent Specialist.

9. Pricing

Submitting a general enquiry or receiving a recommendation or introduction from Guitar Genie is free unless we clearly tell you otherwise before you request the relevant service.

Prices for Direct Services provided by Guitar Genie will be provided or agreed separately.

Where an Independent Specialist provides a service, that specialist is responsible for setting its own prices and providing its own quotation or estimate.

Guitar Genie does not set or approve the prices charged by Independent Specialists and does not provide quotations on their behalf unless expressly agreed otherwise in writing.

Any general prices, service descriptions or indicative price information displayed by Guitar Genie do not constitute a quotation from an Independent Specialist.

10. Deposits, booking payments and payments

Guitar Genie may require a reasonable deposit or booking payment for a Direct Service.

The amount and purpose of any payment, together with applicable cancellation arrangements, will be explained before payment is taken.

If you cancel a Direct Service, Guitar Genie may retain or charge only an amount that it is legally entitled to retain or recover, taking into account matters such as work already carried out, costs reasonably incurred and losses directly resulting from the cancellation.

Any cancellation charge or amount retained will be reasonable and proportionate in the circumstances and will not affect any statutory cancellation or refund rights you may have.

Where payment is made directly to an Independent Specialist, that specialist's own payment and cancellation terms apply.

Unless expressly agreed otherwise, Guitar Genie does not collect repair or service payments on behalf of an Independent Specialist.

11. Estimates and additional work

Initial estimates for Direct Services may be based on the information you provide and any visible or described issues.

Following inspection, additional faults, parts requirements or work may be identified.

Where Guitar Genie is carrying out the work directly, we will obtain your agreement before carrying out material additional chargeable work beyond the scope previously agreed.

Where an Independent Specialist is carrying out the work, responsibility for quotations, revised estimates and authorisation of additional work rests with that specialist under the agreement between you and that specialist.

12. Turnaround times

Any completion date or turnaround time provided by Guitar Genie for a Direct Service is an estimate unless expressly agreed otherwise.

Repair times may be affected by matters including:

  • parts availability;

  • the complexity of the work;

  • further faults being identified;

  • customer response times; and

  • events outside Guitar Genie's reasonable control.

Where an Independent Specialist provides a timescale, that timescale forms part of the separate relationship between you and that specialist. Guitar Genie does not make or guarantee timescale commitments on behalf of Independent Specialists.

13. Repairs, diagnosis and irreversible work

Some repair, setup, maintenance or modification work may involve irreversible actions, including cutting strings, filing frets, replacing parts, soldering, drilling, gluing, cleaning, adjusting, removing components or opening equipment.

Where Guitar Genie carries out work directly, we will obtain your agreement to the relevant scope of work before carrying out material irreversible work, so far as reasonably practicable.

Where an Independent Specialist carries out work, the scope and authorisation of that work must be agreed directly between you and that specialist.

14. Collection of instruments and equipment

Customers should collect instruments or equipment held by Guitar Genie promptly after being notified that they are ready for collection.

Where Guitar Genie is holding an instrument or item of equipment, we will make reasonable attempts to contact you when it is ready.

Reasonable storage charges may be applied where property remains uncollected for an extended period after you have been notified and reasonable attempts have been made to arrange collection. Where applicable, the amount or basis of any storage charge will be communicated before the charge begins to accrue.

Where an Independent Specialist holds your instrument or equipment, any collection and storage arrangements are between you and that specialist.

15. Customer responsibilities

You agree to:

  • provide accurate contact and enquiry information;

  • provide accurate information about ownership and your authority to request work;

  • tell Guitar Genie about relevant known faults, modifications, previous repairs, high-value or vintage status, warranty status or safety concerns;

  • remove unrelated valuables and personal items before handing property to Guitar Genie;

  • package property appropriately where you arrange for it to be transported;

  • agree the relevant scope, price or pricing basis before Direct Services begin; and

  • collect property promptly when requested.

Where you engage an Independent Specialist, you are responsible for agreeing the scope, price, timescale and other contractual matters directly with that specialist.

16. Customer property and risk

Where Guitar Genie takes possession of your instrument or equipment, Guitar Genie will take reasonable care of it while it is under Guitar Genie's control.

Where Guitar Genie recommends or introduces you to an Independent Specialist, Guitar Genie does not take possession of your instrument or equipment unless expressly agreed otherwise.

Where you independently hand over, send or deliver property to an Independent Specialist, responsibility for the care of that property is governed by the agreement between you and that specialist and by applicable law.

Guitar Genie is not responsible for an Independent Specialist's acts or omissions in relation to property placed directly in that specialist's possession, except to the extent that any loss was caused by Guitar Genie's own breach of duty or other legal responsibility.

17. Direct Service workmanship and statutory rights

Where Guitar Genie carries out work directly, Guitar Genie will perform its services with the level of care and skill required by law.

If you believe there is a problem with work carried out directly by Guitar Genie, please contact us as soon as reasonably possible so that we can inspect the issue and consider the appropriate remedy.

Issues caused solely by matters unrelated to Guitar Genie's work, including subsequent damage, normal wear, environmental changes, later third-party work or unrelated component failure, are not treated as defects in Guitar Genie's workmanship.

Nothing in these Terms affects your statutory rights.

Where work is carried out by an Independent Specialist, any rights, warranties or remedies relating to that work arise between you and that specialist under applicable law and any terms agreed between you.

18. Selection of Independent Specialists

Guitar Genie may take into account matters such as:

  • location;

  • the services a business states that it provides;

  • relevant experience or expertise known to Guitar Genie;

  • previous dealings;

  • customer feedback; and

  • the apparent nature of the customer's requirements

when deciding whether to recommend or introduce a particular Independent Specialist.

A recommendation or introduction does not guarantee:

  • that the Independent Specialist will accept your enquiry;

  • that the specialist will be available within a particular period;

  • a particular price or repair outcome; or

  • that the specialist will be suitable for every customer's individual requirements.

You remain free to ask the Independent Specialist questions, request a quotation and decide whether you wish to instruct them.

Guitar Genie may decide at any time that it will no longer recommend or introduce customers to a particular business.

19. Complaints and disputes

If your complaint relates to:

  • Guitar Genie's handling of your enquiry;

  • Guitar Genie's Referral Service;

  • the Guitar Genie website;

  • a payment made directly to Guitar Genie; or

  • work carried out directly by Guitar Genie,

please contact Guitar Genie using the details in these Terms.

If your complaint relates to services independently provided by an Independent Specialist, including that specialist's quotation, advice, communication, timescale, workmanship, payment request or handling of your property, you should normally raise the matter directly with that specialist.

Guitar Genie may, where appropriate, assist with communication or consider feedback when deciding whether to make future referrals to that business.

Guitar Genie is not a court, arbitrator or formal dispute-resolution service and is not obliged to determine or resolve contractual disputes between customers and Independent Specialists.

Nothing in this section affects any statutory rights or legal remedies available to you.

20. Reviews and feedback

Guitar Genie may invite you to provide feedback concerning:

  • services carried out directly by Guitar Genie;

  • the Referral Service; or

  • your experience following an introduction to an Independent Specialist.

Feedback may be used to improve Guitar Genie's services and to help Guitar Genie decide whether it wishes to make future referrals to a particular business.

Any feedback you provide must reflect your honest opinion and must not be knowingly false or unlawful.

21. Acceptable use

You must not knowingly submit false, fraudulent, abusive, unlawful, malicious or misleading enquiries.

You must not misuse the Guitar Genie website, forms, contact details or services.

Guitar Genie may decline to deal with an enquiry or restrict access to its services where it reasonably believes that its services are being abused or used unlawfully.

22. Privacy and data protection

Guitar Genie is responsible for its own collection, use, storage and disclosure of personal information in accordance with applicable data protection law.

Where Guitar Genie proposes to introduce you directly to an Independent Specialist, we may share information reasonably necessary for that introduction. This may include:

  • your name;

  • contact details;

  • general location or postcode;

  • instrument or equipment information;

  • a description of the service or issue;

  • photographs or videos you have provided; and

  • other information relevant to the specific enquiry.

We will not provide your contact details to an Independent Specialist for the purpose of enabling that specialist to contact you unless you have requested or agreed to the relevant introduction.

Where appropriate, you may be asked separately to confirm that you wish your details to be passed to the named Independent Specialist.

Once an Independent Specialist receives your information and independently determines how it will use that information to respond to your enquiry or provide its own services, that specialist will generally be responsible for its own processing of your personal information.

Guitar Genie remains responsible for the lawfulness of Guitar Genie's own collection, use and disclosure of your information. Nothing in these Terms excludes responsibility that Guitar Genie has under applicable data protection law.

An Independent Specialist is responsible for its own subsequent processing activities where it acts independently from Guitar Genie, including its own customer records, quotations, invoices, communications and repair records.

Further information about how Guitar Genie processes personal information, the purposes and lawful bases for processing, retention periods, recipients of information and your data protection rights is set out in the Guitar Genie Privacy Policy.

23. Intellectual property

All content on the Guitar Genie website and in Guitar Genie materials, including logos, branding, text, graphics, images, layouts and design elements, remains the property of Guitar Genie Ltd or its licensors unless otherwise stated.

You must not reproduce or commercially exploit Guitar Genie content or branding without permission, except where permitted by law.

24. Limitation of liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so.

In particular, nothing in these Terms excludes or limits:

  • liability for death or personal injury caused by negligence;

  • liability for fraud or fraudulent misrepresentation;

  • any liability that cannot lawfully be excluded or restricted; or

  • any statutory rights or remedies available to a consumer.

Guitar Genie is responsible for its own acts and omissions and for Direct Services that it agrees to provide.

Guitar Genie is not responsible for the independent acts or omissions of an Independent Specialist or for the performance of a separate contract entered into directly between you and that specialist, except to the extent that Guitar Genie's own breach of contract, negligence or other legal responsibility caused or contributed to the relevant loss.

Guitar Genie will not be responsible for losses that were not reasonably foreseeable as a result of a breach by Guitar Genie, subject always to any liability that cannot lawfully be excluded or restricted.

Nothing in this section is intended to exclude liability for failing to exercise reasonable care and skill where the law requires Guitar Genie to do so.

25. Consumer cancellation rights

Where you are a consumer and enter into a contract for a paid Direct Service with Guitar Genie at a distance or away from Guitar Genie's business premises, you may have a statutory right to cancel that contract within 14 days, subject to applicable exceptions.

Where you ask Guitar Genie to begin providing a service during an applicable cancellation period, Guitar Genie may ask you to make an express request for the service to begin early.

If you subsequently exercise a valid right to cancel after requesting that performance begin during the cancellation period, you may be required to pay a proportionate amount for services properly provided before cancellation, where permitted by law.

Where a service has been fully performed during the cancellation period, your statutory right to cancel may end where the legal requirements for early performance and acknowledgement of the loss of the cancellation right have been satisfied.

Where statutory cancellation rights apply, Guitar Genie will provide the information required by law.

Where you independently enter into a contract with an Independent Specialist, any cancellation rights relating to that separate contract are a matter between you and the Independent Specialist and applicable consumer law.

Nothing in these Terms affects your statutory rights.

26. Changes to these Terms and Conditions

Guitar Genie may update these Terms and Conditions from time to time.

The latest version will be made available on the Guitar Genie website.

Changes will not retrospectively alter the terms of a contract already entered into unless the change is agreed or the law permits it.

The version in force when you enter into the relevant agreement with Guitar Genie will normally apply to that agreement.

27. Governing law and jurisdiction

These Terms and Conditions are governed by the laws of England and Wales.

The courts of England and Wales will have jurisdiction, except where applicable consumer law gives you the right to bring proceedings elsewhere.

28. Acceptance of these Terms and Conditions

These Terms apply where they have been made available to you before you enter into the relevant agreement with Guitar Genie and you accept them by an appropriate method, which may include:

  • ticking an acceptance box;

  • confirming acceptance when booking a service;

  • signing or electronically accepting a booking or repair authorisation; or

  • proceeding with a service after the Terms have been provided to you and you have agreed that they apply.

Merely browsing the Guitar Genie website does not, by itself, mean that you have entered into a contract with Guitar Genie.

Agreement to these Terms is separate from any specific permission you may give for Guitar Genie to share your contact details with a named Independent Specialist.

29. Contact

Guitar Genie Ltd
Company number: 15077767

Registered office:

Piccadilly Business Centre
Unit C
Aldow Enterprise Park
Blackett Street
Manchester
M12 6AE

Email: guitargenieltd@gmail.com
Telephone: 07460 761180