Privacy Policy | Dale Cleves Music Group

1. About this policy

Dale Cleves Music Pty Ltd (ABN 90 007 894 046) ("Dale Cleves Music", "we", "us", "our") respects your privacy and is committed to protecting the personal information we hold about you.

This policy explains how we collect, hold, use, disclose and protect personal information, and how you can access or correct that information or make a complaint. It applies to all of our business operations and brands, including:

Billy Hyde Music
Australian Piano Warehouse
Winston Pianos
Legacy Music

It covers our retail stores, warehouses, service and delivery operations, our websites and online stores, our social media pages, and our dealings with customers, suppliers, contractors and applicants.

We handle personal information in accordance with the Privacy Act 1988 (Cth) (the "Privacy Act") and the Australian Privacy Principles (APPs).

By dealing with us, using our websites or providing us with personal information, you agree to your information being handled as set out in this policy.

2. What is personal information?

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether the information is true or not and whether it is recorded in a material form or not.

Sensitive information is a special category of personal information that includes health information and information about a person's racial or ethnic origin, political opinions, religious beliefs, sexual orientation and criminal record. Sensitive information attracts a higher level of protection under the Privacy Act.

3. What personal information we collect

The personal information we collect depends on the nature of your dealings with us. It may include:

Customers

Name, postal and delivery addresses, email address and telephone numbers
Order information
Delivery access details and instructions, including details about your premises (for example stairs, lifts, parking and access restrictions) relevant to piano and instrument delivery
Payment details, including the payment method used, and transaction records. We do not store credit card information.
Warranty, service and insurance claim information, including instrument serial numbers
Records of your communications with us, including emails, web enquiry forms, online chat, social media messages and notes of telephone calls

Credit account customers

Business or trading name, ABN/ACN, trading history and directors' or proprietors' details
Credit application, trade reference and credit reporting information
Details of guarantees and security given in support of a credit account

Suppliers, contractors and business contacts

Name, role, business contact details, banking details for payment, and insurance and licensing details

Job applicants

Contact details, résumé, employment and education history, referee comments, right-to-work evidence, and the outcome of any background or reference checks you have consented to

Visitors to our premises

CCTV footage and images captured at our stores, warehouses and loading areas (see section 9)

Website visitors

IP address, device and browser type, operating system, language settings, referring pages, pages viewed, search terms used on our sites, and the date and time of your visit
Account log-in details where you create an online account, including your username and encrypted password
Cookie and analytics identifiers (see section 12)

Sensitive information

We do not generally collect sensitive information. We will only collect it where it is reasonably necessary for our functions or activities and you have consented, or where the collection is required or authorised by law. For example, we may collect health or accessibility information where it is relevant to safely delivering an instrument to your home, or where you tell us about an injury on our premises.

4. How we collect personal information

Wherever it is reasonable and practicable to do so, we collect personal information directly from you. That may happen when you:

Purchase, order, hire, rent or lay-by goods or services in one of our stores, by telephone, by email or through one of our websites
Create an account, subscribe to a newsletter, or register for an event, competition, lesson or workshop
Request a quotation, delivery, tuning, repair, valuation or warranty service
Apply for a credit account or finance through us
Contact us with an enquiry, feedback or complaint, including through social media
Apply for a job with us
Visit one of our premises (CCTV) or one of our websites (cookies and analytics)

We may also collect personal information about you from third parties, including:

Our related brands and businesses within the group
Delivery, freight and removal contractors
Manufacturers, distributors and suppliers, in connection with warranty and service claims
Finance providers, credit reporting bodies and trade referees
Online marketplaces, payment platforms and booking platforms through which you transact with us
Recruitment agencies and referees you have nominated
Publicly available sources, such as company registers and business websites

If we receive personal information about you that we did not ask for and could not lawfully have collected, we will destroy or de-identify it if it is lawful and reasonable to do so.

5. Dealing with us anonymously

You have the option of dealing with us anonymously or by using a pseudonym for general enquiries, such as asking about a product or price. However, we will usually be unable to process an order, arrange a delivery, provide warranty or after-sales service, open a credit account or respond to a formal complaint unless you identify yourself.

6. Why we collect, hold, use and disclose personal information

We collect, hold, use and disclose personal information for the following purposes:

To identify you and to process, fulfil and deliver your orders, hires, laybys and rentals
To arrange delivery, installation, tuning, relocation, servicing and repairs
To process payments, refunds, exchanges and returns, and to manage accounts and debt recovery
To provide after-sales support, honour warranties and process manufacturer warranty claims
To assess and administer credit applications, credit accounts and finance referrals
To communicate with you about your orders, accounts, products and services
To provide you with marketing and promotional material, where permitted (see section 8)
To administer competitions, events, lessons, workshops and loyalty programs
To operate, maintain, secure and improve our stores, websites, systems and services, including analysing site usage and personalising content
To manage our relationships with suppliers, contractors and business partners
To assess job applications and manage recruitment
To protect the safety and security of our staff, customers, premises and stock, and to prevent and investigate fraud, theft and misconduct
To manage risk, insurance, complaints and legal claims
To comply with our legal and regulatory obligations, including second-hand dealer and pawnbroker record-keeping requirements where those laws apply to our purchase of used instruments

We will only use or disclose your personal information for the purpose for which it was collected, for a related purpose you would reasonably expect, where you have consented, or where the use or disclosure is required or authorised by law.

7. Who we disclose personal information to

We may disclose your personal information to:

Our related brands and businesses, so that we can service you consistently across the group
Delivery, freight, removal and installation contractors, including specialist piano carriers, who need your address, contact details and access information to complete a delivery
Suppliers, manufacturers, distributors and service technicians, in connection with orders, warranty claims and repairs
Payment processors, banks and financial institutions
Finance providers and rent-to-own or buy-now-pay-later providers, where you ask us to refer you or apply through us
Credit reporting bodies, trade referees, mercantile agents and debt collection agencies, in connection with credit accounts and overdue amounts
Our IT, hosting, email, e-commerce, point-of-sale, CRM, analytics, marketing, telephony and data storage providers
Professional advisers, including our accountants, auditors, insurers and lawyers
Government agencies, regulators, courts and law enforcement, where required or authorised by law
A purchaser or prospective purchaser of all or part of our business or assets, subject to appropriate confidentiality arrangements

We require our service providers and contractors to protect personal information and to use it only for the purpose for which we provided it.

We do not sell your personal information to third parties.

8. Direct marketing and your right to opt out

We may use your contact details to send you information about our products, services, sales, events, workshops and promotions, by email, SMS, post, telephone or targeted online advertising. We do this where you have consented, or where you would reasonably expect us to and we have provided a simple means of opting out.

You can opt out at any time by:

Clicking the unsubscribe link in any marketing email
Replying STOP to any marketing SMS
Updating your preferences in your online account
Contacting us using the details in section 18

We will action your request as soon as practicable and at no cost to you. Opting out of marketing will not stop us sending you service messages about your orders, deliveries, accounts, warranties or safety recalls.

If you ask us to, we will also tell you where we obtained your information from, unless it is impracticable or unreasonable to do so.

9. CCTV and security in our premises

We operate closed-circuit television (CCTV) at our stores, warehouses and loading areas. Signage is displayed at the entrances to areas under surveillance. CCTV is used to protect the safety of our staff, customers and visitors, to protect our stock and premises, and to prevent, detect and investigate theft, fraud, damage and other incidents.

CCTV footage is stored securely, is accessible only to authorised personnel, and is retained for a limited period before being overwritten, except where it is required for an investigation, an insurance claim or a legal proceeding, or where it has been requested by law enforcement.

10. Job applicants and employees

We collect personal information from job applicants to assess suitability for a role. We may collect information from referees, recruitment agencies and, with your consent, from background checks. If your application is unsuccessful we may retain your details for a reasonable period in case a suitable role arises, unless you ask us not to.

Acts and practices directly related to a current or former employment relationship and an employee record are exempt from the Australian Privacy Principles under the Privacy Act. We nonetheless handle employee records with care and in accordance with our internal policies and our obligations under workplace, work health and safety, and records legislation.

11. Sending information overseas

Some of the service providers we use, including cloud hosting, email, e-commerce, analytics and marketing platforms, store or process data on servers located outside Australia.

Before disclosing personal information to an overseas recipient, we take steps that are reasonable in the circumstances to ensure the recipient does not breach the Australian Privacy Principles, including by putting contractual protections in place. We may also disclose information overseas where you have consented after being informed that APP 8.1 will not apply, or where the disclosure is required or authorised by law.

12. Our websites, cookies and online advertising

Our websites use cookies and similar technologies to keep you logged in, remember the contents of your cart, remember your preferences, measure site performance and understand how our sites are used. We use analytics and advertising services provided by third parties, which may set their own cookies and collect information about your browsing activity across websites in order to measure the effectiveness of our advertising and to show you relevant ads.

Most browsers allow you to refuse or delete cookies. If you disable cookies, some parts of our websites may not work properly.

Our websites may contain links to third-party websites, including manufacturer sites, marketplaces, payment providers and social media platforms. We are not responsible for the privacy practices of those sites and encourage you to read their privacy policies.

13. Automated decision-making

From 10 December 2026, the Privacy Act requires us to tell you if we use computer programs to make, or to substantially and directly assist in making, decisions that could reasonably be expected to significantly affect your rights or interests.

We do not use computer programs to make, or to substantially and directly assist in making, decisions of that kind. Decisions that significantly affect you, such as whether to approve a credit account, accept a warranty claim or approve a refund, are made by our staff.

14. How we hold and protect personal information

We hold personal information in both electronic and paper form, in our own systems and in systems operated by our service providers on our behalf.

We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure. Those steps include:

Restricting access to systems and records to staff who need it for their role
Individual user accounts, password controls and multi-factor authentication on key systems
Encryption of data in transit and of sensitive, stored data
Secure storage of paper records and secure destruction when no longer required
Firewalls, endpoint protection, patching and monitoring
Confidentiality obligations in staff and contractor agreements, and staff privacy training
Due diligence and contractual protections when engaging service providers

No method of transmitting or storing information is completely secure. While we take the steps described above, we cannot guarantee the security of information transmitted to us over the internet.

15. How long we keep personal information

We keep personal information only for as long as it is needed for the purposes set out in this policy, or for as long as we are required to keep it by law. For example, tax and financial records must generally be kept for at least five years, and records relating to the purchase of second-hand goods must be kept for the period required by the relevant State legislation.

When personal information is no longer needed and we are not required to retain it, we take reasonable steps to destroy it or to de-identify it.

16. Accessing and correcting your personal information

You may request access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading. Please make your request using the contact details in section 18.

We will need to verify your identity before providing access. We will respond to your request within 30 days. We do not charge a fee for making a request, although we may charge a reasonable fee for the cost of retrieving and supplying the information where the request is complex or extensive. We will tell you about any such charge before we proceed.

In some circumstances the Privacy Act permits us to refuse access or correction — for example, where giving access would have an unreasonable impact on the privacy of others, where the request is frivolous or vexatious, or where the information relates to existing or anticipated legal proceedings. If we refuse, we will tell you in writing why, and how you can complain about that decision.

If we correct information that we have previously disclosed to another entity, you may ask us to notify that entity of the correction, and we will do so unless it is impracticable or unlawful.

17. Complaints

If you believe we have breached the Australian Privacy Principles, or this policy, please contact us using the details in section 18. Please set out the details of your complaint in writing where you can.

We will acknowledge your complaint promptly, investigate it, and respond to you in writing within 30 days. If we need more time, we will tell you why and agree a new timeframe with you.

If you are not satisfied with our response, you may refer your complaint to the Office of the Australian Information Commissioner:

Online: oaic.gov.au
Telephone: 1300 363 992
Post: GPO Box 5218, Sydney NSW 2001

Credit reporting complaints may also be referred to the relevant credit reporting body or to an external dispute resolution scheme of which we or a relevant credit provider is a member.

18. How to contact us

All privacy enquiries, access and correction requests, opt-out requests and complaints should be directed to our Head Office:

Attention: Privacy Officer
Entity: Dale Cleves Music Pty Ltd (ABN 90 007 894 046)
Email: [email protected]
Telephone: 08 8276 1766
Post: 198 Waymouth Street, Adelaide SA 5000

You can also speak to any member of our team in store, and they will direct your enquiry to our Privacy Officer.

19. Changes to this policy

We review this policy regularly and may update it from time to time to reflect changes in our operations, technology or the law. The current version is always available on our websites and on request from any of our stores. Material changes will be notified on our websites. Your continued dealings with us after a change takes effect indicate your acceptance of the updated policy.