Privacy Policy

Version: 2.0
Effective from: July 2026

Guitar Genie respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains what information we collect, how and why we use it, who we may share it with, how long we keep it and the rights you have.

This Privacy Policy applies when you:

  • use the Guitar Genie website;

  • submit an enquiry;

  • contact Guitar Genie;

  • book or receive a Guitar Genie service;

  • leave an instrument or item of equipment with Guitar Genie;

  • submit your details to join the Guitar Genie Specialist Community;

  • participate in the Specialist Community;

  • communicate with Guitar Genie through email, telephone, WhatsApp, social media or another channel; or

  • otherwise interact with Guitar Genie.

1. Who we are

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

Contact details:

Email: guitargenieltd@gmail.com
Telephone/WhatsApp: 07460 761180

In this Privacy Policy, “Guitar Genie”, “we”, “us” and “our” mean Guitar Genie Ltd.

For the purposes of UK data protection law, Guitar Genie is the data controller for the personal information it collects and determines how to use.

Other organisations, including independent repair businesses and community-platform providers, may act as separate data controllers for information they collect and use independently.

2. What Guitar Genie does

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

Some services are provided directly by Guitar Genie.

Where Guitar Genie does not provide a particular service, we may occasionally recommend or introduce a customer to a separate independent repair business, where the customer has requested or agreed to that introduction.

Guitar Genie also operates the Guitar Genie Specialist Community: a free professional community for independent guitar technicians, luthiers, amplifier engineers, touring technicians and other repair specialists.

The Specialist Community enables members to share technical knowledge, discuss repairs, identify components, exchange professional experience and build relationships with others working within the trade.

3. Personal information we collect

The information we collect depends on how you interact with Guitar Genie.

Customer and enquiry information

We may collect:

  • your name;

  • email address;

  • telephone or WhatsApp number;

  • address, postcode or general location where relevant;

  • details about your instrument or equipment;

  • details of the service, repair, fault or enquiry;

  • photographs or videos you provide;

  • booking and appointment information;

  • drop-off, collection, delivery or courier details;

  • messages and communications;

  • estimates, quotations and service records;

  • payment and transaction information;

  • invoice, receipt and refund information;

  • feedback, reviews and complaint information; and

  • any other information reasonably required to respond to your enquiry or provide a service.

Specialist Community information

Where you submit your details to join or participate in the Specialist Community, we may collect:

  • your name;

  • business or trading name;

  • email address;

  • telephone number;

  • town, city, postcode or general business location;

  • website and professional social-media links;

  • details of the services you provide;

  • specialist areas and professional experience;

  • information you choose to provide about your workshop or professional background;

  • your preferred contact methods;

  • your membership status;

  • administrative communications with Guitar Genie;

  • community posts, messages, photographs, files and other content;

  • reports or concerns submitted by or about you;

  • moderation records;

  • records of warnings, suspensions or removal where applicable; and

  • information reasonably required to operate and protect the community.

Supplier and professional-contact information

Where you contact us on behalf of a supplier, partner or other organisation, we may collect:

  • your name;

  • job title;

  • organisation;

  • professional contact details;

  • details of the proposed relationship; and

  • relevant correspondence and agreement records.

Website and technical information

When you use the Guitar Genie website, we may collect:

  • IP address;

  • device and browser information;

  • operating-system information;

  • website usage information;

  • pages visited;

  • referring pages or websites;

  • form-submission information;

  • approximate location derived from technical information;

  • cookie information; and

  • analytics information where applicable.

We do not intentionally collect special-category personal information, such as detailed medical, political, religious or biometric information, unless it is genuinely necessary and you choose to provide it.

Please avoid sending sensitive personal information that is not relevant to your enquiry or participation in the community.

4. How we collect information

We may collect personal information directly from you when you:

  • use our website;

  • submit an enquiry or contact form;

  • book a service;

  • email, telephone or message us;

  • communicate through WhatsApp or social media;

  • leave an instrument or item of equipment with us;

  • make a payment;

  • provide feedback or submit a complaint;

  • submit your details to join the Specialist Community;

  • participate in a community group or discussion;

  • report content or conduct;

  • attend an event or online session;

  • use a member offer; or

  • otherwise communicate or do business with Guitar Genie.

We may also receive limited personal information from:

  • independent repair businesses;

  • other community members;

  • website and technology providers;

  • payment providers;

  • social-media and community platforms;

  • professional advisers;

  • suppliers or partners;

  • publicly available professional sources; and

  • another person acting with your authority.

5. How we use personal information

We use personal information for the following purposes.

Responding to enquiries

We use information to:

  • understand what assistance you require;

  • respond to questions;

  • request further details;

  • provide general information;

  • assess whether Guitar Genie may be able to provide a service; and

  • communicate about your enquiry.

Providing Guitar Genie services

Where Guitar Genie provides a service directly, we may use your information to:

  • arrange appointments;

  • manage drop-off and collection;

  • inspect or assess instruments and equipment;

  • prepare estimates or quotations;

  • provide repair, setup or maintenance services;

  • order required parts;

  • process payments;

  • maintain service records;

  • provide updates;

  • manage follow-up communication; and

  • respond to problems or complaints.

Making customer-requested introductions

Where Guitar Genie does not provide a particular service, we may use information to identify an independent business that may be able to assist.

We will not provide your contact details to an independent business so that it can contact you unless you have requested or agreed to the introduction.

We may first make a general or anonymised enquiry to establish whether a business provides the relevant service.

Reviewing requests to join the Specialist Community

We use information submitted by prospective members to:

  • understand their professional background;

  • assess whether they work within a relevant trade or specialist area;

  • decide whether their participation is appropriate for the community;

  • contact them about their submission; and

  • create and administer membership where they are welcomed into the community.

Membership decisions are made by Guitar Genie and are not based solely on automated processing.

Operating the Specialist Community

We may use member information to:

  • administer membership;

  • send invitations to private community platforms;

  • provide community access;

  • manage member accounts or records;

  • communicate about community matters;

  • organise discussions, events or resources;

  • support professional networking;

  • manage supplier offers and community benefits;

  • respond to member questions; and

  • maintain the community’s usefulness and professional purpose.

Moderation, safety and rule enforcement

We may use information to:

  • moderate community discussions;

  • review reported content or conduct;

  • investigate potential breaches of the Community Terms;

  • prevent harassment, abuse, spam or misuse;

  • protect community members;

  • restrict or remove content;

  • issue warnings;

  • suspend or end membership;

  • prevent a person from immediately re-joining after serious misconduct; and

  • establish, exercise or defend legal claims.

Communicating with members

We may contact members about:

  • their membership;

  • administration of the community;

  • changes to the Community Terms or Privacy Policy;

  • security or moderation matters;

  • relevant community activity;

  • events or resources;

  • supplier benefits;

  • service changes; and

  • other information reasonably connected with membership.

These service and administration messages are not treated as optional marketing where they are necessary to operate the community.

Payments, accounting and business records

We may use information to:

  • process payments;

  • issue invoices and receipts;

  • manage refunds;

  • maintain accounting records;

  • manage supplier or affiliate income;

  • prevent fraud;

  • respond to payment disputes; and

  • comply with tax and legal obligations.

Marketing and promotion

Where permitted by law, we may use information to:

  • send news or updates;

  • promote Guitar Genie services;

  • share community opportunities;

  • communicate relevant supplier offers;

  • publish testimonials;

  • feature members who have agreed to participate;

  • use approved photographs or videos; and

  • measure the effectiveness of marketing.

You can opt out of direct marketing at any time.

Protecting Guitar Genie and others

We may use information where reasonably necessary to:

  • protect our legal rights;

  • prevent fraud or misuse;

  • maintain website and account security;

  • deal with threats or unlawful conduct;

  • comply with legal requests;

  • respond to insurance matters;

  • handle disputes; and

  • cooperate with courts, regulators or law-enforcement bodies where required.

6. Our lawful bases

Under UK data protection law, we must have a lawful basis for using personal information.

Depending on the circumstances, we may rely on the following bases.

Contract

We may use information where necessary to:

  • take steps at your request before entering into an agreement;

  • provide a service you have requested;

  • administer a booking or repair;

  • provide Specialist Community membership under the Community Terms; or

  • perform another agreement with you.

Legitimate interests

We may use information where necessary for our legitimate interests or those of another person, provided those interests are not overridden by your rights.

These interests may include:

  • responding to enquiries;

  • operating and improving Guitar Genie;

  • administering the Specialist Community;

  • maintaining useful professional records;

  • moderating content;

  • protecting members;

  • preventing fraud and misuse;

  • securing our website and systems;

  • communicating relevant service information;

  • managing complaints;

  • protecting Guitar Genie’s reputation and legal rights; and

  • developing appropriate supplier and professional relationships.

Where we rely on legitimate interests, we consider whether the processing is necessary, proportionate and reasonably expected.

Legal obligation

We may use or retain information where necessary to comply with legal, tax, accounting, regulatory, court or other legal obligations.

Consent

We may rely on consent for genuinely optional activities, such as:

  • certain marketing communications;

  • identifiable testimonials;

  • public member features;

  • public use of identifiable photographs or videos; and

  • other optional promotional activity.

You may withdraw consent at any time. Withdrawal does not make processing carried out before withdrawal unlawful.

Legal claims and substantial public interests

Where relevant, we may process information necessary to establish, exercise or defend legal claims or to deal with serious unlawful or safety-related concerns.

7. Customer introductions to independent businesses

Where you ask or agree to be introduced to an independent repair business, Guitar Genie may share information reasonably necessary to make that introduction.

This may include:

  • your name;

  • contact details;

  • general location or postcode;

  • instrument or equipment details;

  • a description of the issue or service required;

  • relevant photographs or videos; and

  • relevant timing or practical information.

We will normally identify the proposed business before sharing your contact details, wherever reasonably practicable.

We will not routinely distribute your identifiable information throughout the Specialist Community.

Once an independent business receives your information and independently decides how to use it to respond to your enquiry or provide services, that business will generally act as a separate data controller.

The independent business is responsible for its own:

  • privacy information;

  • customer records;

  • quotations and invoices;

  • communications;

  • repair records;

  • photographs and videos;

  • retention periods; and

  • compliance with data protection law.

Guitar Genie remains responsible for the lawfulness of its own decision to collect and share your information.

8. Specialist Community platforms

The Specialist Community may operate using third-party platforms, such as Facebook, Discord or similar services.

When you use one of these platforms:

  • the platform provider may collect and use information under its own privacy policy;

  • your profile name, profile image and other account information may be visible to other members;

  • posts and messages may be stored by the platform provider;

  • the platform may process information outside the UK; and

  • platform settings and functionality may affect how information is displayed or retained.

You should review the privacy settings and policies of the platform you use.

Guitar Genie may administer private groups and moderate content, but we do not control every aspect of the platform provider’s processing.

Although community spaces are intended to be private, we cannot guarantee that another member will never copy, screenshot or disclose content contrary to the Community Terms.

Members should therefore avoid sharing information that would cause serious harm if disclosed outside the community.

9. Community posts and personal information about others

Members may sometimes discuss technical repairs, workshop experiences or difficult business situations.

Members are expected to avoid sharing unnecessary personal information about customers, other members or third parties.

Where possible, members should remove or obscure:

  • names;

  • contact details;

  • addresses;

  • payment information;

  • identifying correspondence;

  • serial numbers that unnecessarily identify a customer or valuable item;

  • photographs containing identifiable personal information; and

  • other details that are not needed to understand the issue.

The Specialist Community must not be used to create a customer blacklist or to encourage harassment, retaliation or “naming and shaming”.

Where personal information is posted contrary to the Community Terms, Guitar Genie may:

  • review the content;

  • remove or restrict it;

  • contact the person who posted it;

  • retain limited evidence where necessary;

  • investigate the circumstances;

  • take moderation action; and

  • report serious unlawful conduct where appropriate.

Reports and moderation information will only be used for legitimate community, safety, legal or administrative purposes.

10. Community content

Community members may share messages, photographs, documents, repair notes, files and other professional content.

Guitar Genie may process this material where necessary to:

  • host and display it within the community;

  • organise discussions;

  • administer the platform;

  • moderate content;

  • respond to reports;

  • maintain security; and

  • enforce the Community Terms.

Members retain responsibility for ensuring they are entitled to share the material they post.

Guitar Genie will not ordinarily use a member’s private community content in public marketing without separate permission.

11. Supplier offers, affiliate links and partnerships

Guitar Genie may arrange optional supplier discounts, affiliate offers, product demonstrations, events or other community benefits.

Where an offer uses a discount code or affiliate link:

  • the member chooses whether to use it;

  • the supplier may collect information directly from the member;

  • the supplier will process that information under its own privacy policy; and

  • Guitar Genie may receive limited transaction or commission information.

Guitar Genie may receive an affiliate fee, sponsorship payment or other commercial benefit from some arrangements.

We will not sell the Specialist Community membership list.

We will not provide members’ contact details to suppliers for unrelated direct marketing unless there is an appropriate lawful basis and members have been properly informed.

12. Other organisations we may share information with

We may share limited personal information with organisations that help us operate Guitar Genie.

These may include:

  • website and hosting providers;

  • website-form providers;

  • community and social-media platforms;

  • email and cloud-storage providers;

  • telephone and messaging services;

  • payment processors;

  • accountants and bookkeepers;

  • couriers or delivery providers;

  • parts and product suppliers where necessary for a specific order;

  • IT and security providers;

  • analytics and cookie providers;

  • insurers;

  • legal and professional advisers;

  • suppliers or event providers;

  • courts, regulators or law-enforcement bodies; and

  • a buyer, investor or adviser involved in a genuine sale, restructuring or transfer of the business.

We only share information that is reasonably necessary for the relevant purpose.

We do not sell personal information.

13. Payments

Where you make a payment to Guitar Genie, payment information may be processed by a third-party payment provider.

Guitar Genie does not normally store full card details.

Payment providers process information under their own privacy policies and terms.

We may retain transaction references, invoices, receipts and related records for accounting, tax, refund, fraud-prevention and dispute-management purposes.

14. Marketing

We may send marketing communications where:

  • you have agreed to receive them;

  • you are an existing customer and the law allows us to contact you about similar services; or

  • another lawful basis permits the communication.

Marketing may include information about:

  • Guitar Genie services;

  • events;

  • community opportunities;

  • supplier benefits;

  • resources; and

  • relevant offers.

You can opt out at any time by:

  • using an unsubscribe link where provided;

  • replying to the message;

  • contacting us by email; or

  • asking us to stop.

Opting out of marketing will not prevent us from sending necessary service, booking, membership, security or administrative communications.

15. Photographs, videos and social media

We may take or receive photographs and videos for purposes including:

  • assessing an enquiry;

  • documenting the condition of an instrument;

  • maintaining repair records;

  • providing customer support;

  • discussing technical issues;

  • creating before-and-after records; and

  • marketing, where appropriate.

Where Guitar Genie wishes to publish material that identifies you personally, we will normally ask for permission.

Where a photograph only shows an instrument or item of equipment, it may not always be personal information. However, we will still consider whether the image reveals identifying or confidential details.

Tell us where possible if you do not want photographs of your instrument or equipment used publicly.

Community members remain responsible for photographs and videos they independently create, post or publish.

16. International transfers

Some organisations we use may process personal information outside the United Kingdom.

These may include:

  • website platforms;

  • email providers;

  • community platforms;

  • payment providers;

  • analytics services;

  • cloud-storage providers; and

  • messaging services.

Where UK data protection law requires safeguards for an international transfer, we expect the relevant provider or arrangement to use an appropriate legal safeguard.

Depending on the circumstances, this may include an adequacy regulation, approved contractual protections or another permitted transfer mechanism.

17. How long we keep information

We keep personal information only for as long as reasonably necessary for the relevant purpose.

Retention periods may include:

  • General customer enquiries: normally up to 12 months after the enquiry ends.

  • Booking, repair and service records: normally up to 6 years after the relevant service or transaction.

  • Payment, invoice and accounting records: normally up to 6 years, or longer where legally required.

  • Customer complaints, disputes and insurance records: normally up to 6 years after resolution, depending on the circumstances.

  • Unsuccessful requests to join the Specialist Community: normally up to 12 months.

  • Active community-member records: for the duration of membership.

  • Former community-member records: normally up to 24 months after membership ends.

  • Serious moderation, safety or legal records: for as long as reasonably necessary to manage the issue, prevent serious misuse or address a legal claim.

  • Community content: for as long as it remains available through the relevant community platform or is reasonably required for administration and moderation.

  • Marketing information: until you opt out or the information is no longer reasonably required.

  • Photographs and videos used publicly: until no longer required, permission is withdrawn where consent applies, or removal is otherwise appropriate.

Information may be retained for longer where:

  • required by law;

  • needed for tax or accounting;

  • connected with an ongoing complaint or dispute;

  • relevant to fraud, safety or serious misconduct;

  • required by an insurer or professional adviser; or

  • necessary to establish, exercise or defend a legal claim.

When information is no longer required, we will delete, anonymise or securely dispose of it where reasonably practicable.

18. Cookies and analytics

The Guitar Genie website may use cookies and similar technologies.

Cookies may be used to:

  • operate essential website functions;

  • remember settings;

  • understand how visitors use the website;

  • measure website performance; and

  • support marketing where applicable.

Where required, we will ask for permission before placing non-essential cookies.

You can manage cookies through:

  • the Guitar Genie cookie-preference tool, where available; and

  • your browser settings.

A separate Cookie Policy or cookie notice may provide further information.

19. How we protect information

We take reasonable organisational and technical steps to protect personal information.

These may include:

  • using password-protected accounts;

  • using reputable service providers;

  • restricting access to information;

  • applying appropriate account permissions;

  • using secure payment providers;

  • reviewing what information is collected and shared;

  • removing unnecessary personal details from community content;

  • maintaining appropriate business records;

  • deleting information when it is no longer needed; and

  • responding to suspected security incidents.

No website, community platform, email service, cloud service or messaging system can be guaranteed to be completely secure.

Please avoid sending highly sensitive information unless it is genuinely necessary.

20. Your rights

Under UK data protection law, you may have the right to:

  • ask for confirmation that we process your information;

  • request a copy of your personal information;

  • ask us to correct inaccurate or incomplete information;

  • ask us to delete information in certain circumstances;

  • ask us to restrict how information is used;

  • object to processing based on legitimate interests;

  • object to direct marketing;

  • ask for certain information to be transferred to you or another provider;

  • withdraw consent where we rely on consent; and

  • complain about how your information has been handled.

These rights do not apply in every circumstance.

For example, we may sometimes need to retain information to comply with a legal obligation, manage an ongoing dispute or establish, exercise or defend a legal claim.

To exercise your rights, contact us using the details below.

We may need to ask for information to confirm your identity before responding.

21. Automated decision-making

Guitar Genie does not currently make decisions about customers or Specialist Community membership solely through automated processing where the decision would have a legal or similarly significant effect.

Membership submissions are reviewed by a person.

22. Data protection complaints

Contact us first if you have a concern about how your personal information has been used.

Email: guitargenieltd@gmail.com
Telephone/WhatsApp: 07460 761180

Please provide enough information for us to understand and investigate the issue.

You also have the right to complain to the Information Commissioner’s Office, the UK data protection regulator.

Further information is available through the Information Commissioner’s Office website.

23. Changes to this Privacy Policy

We may update this Privacy Policy from time to time.

The latest version will be published on the Guitar Genie website.

Where a change materially affects how we use existing information, we may provide an additional notice by email, through the Specialist Community or by another appropriate method.

Updates will apply from the effective date shown in the revised policy.

We will not ordinarily use information collected for one purpose for a materially incompatible new purpose without first considering the applicable lawful basis and providing any required privacy information.

24. Contact us

For questions about this Privacy Policy or the way Guitar Genie uses personal information, 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/WhatsApp: 07460 761180