Customhouse Storage Terms and Conditions

These Terms and Conditions set out the basis on which Customhouse Storage provides self storage and related services to customers in the UK. By making a booking, entering into a storage agreement, or using our services, you agree to comply with these terms. Please read them carefully before confirming your space, as they explain how bookings are made, how charges are calculated, when cancellations may apply, and what responsibilities rest with you as the customer.

For the purposes of these terms, “we”, “us” and “our” refer to the storage provider operating under the Customhouse Storage name, and “you” or “your” refers to the person, business, or organisation using the service. These terms apply to all forms of self storage arranged through us, whether the storage unit is used for household items, business stock, equipment, or other permitted goods. They also apply to any associated services we may provide in connection with your storage arrangement.

By proceeding with a booking, you confirm that the information you provide is accurate and that you are legally entitled to store the items declared. You must not use the storage facility for unlawful purposes, for any prohibited goods, or for items that may create a risk to people, property, or the environment. The customer agreement may be updated from time to time, and the version in force at the time of your booking will normally apply unless a change is required by law or by operational necessity.

Booking Process

All bookings are subject to availability and acceptance by us. A booking request may be made through the channels we make available from time to time, and it will usually require you to provide personal details, the required unit size, the intended use of the unit, and any information necessary to verify identity or assess the suitability of the goods to be stored. A booking is not complete until we have confirmed acceptance and, where applicable, received the required payment or deposit.

You agree to provide truthful and complete information during the booking process. If any material information changes before your move-in date, you must tell us promptly. This includes changes to the type of goods, the storage period, the expected access pattern, or the business or personal status of the account holder. We reserve the right to refuse or cancel a booking where the information supplied is incomplete, misleading, or suggests that the proposed use would breach these self storage terms.

A booking may be made in the name of an individual, business, partnership, or other legal entity, but the named customer remains responsible for all obligations arising under the agreement. If you are making a booking on behalf of another person or entity, you warrant that you have authority to do so. Any access arrangements, keyholder details, or nominated users must be kept up to date and may be required for operational and security purposes. We may ask for supporting documents before allowing occupation.

Payments and Charges

Charges for the storage service will be set out in the pricing information or the storage agreement confirmed at the time of booking. Fees may include rent for the unit, administration charges, insurance contributions if applicable, late payment fees, lock replacement costs, and any additional services requested by you. Unless otherwise stated, all sums are due in advance and must be paid in cleared funds by the due date shown on your invoice or payment schedule.

You authorise us to take payment by the method agreed when you booked, including by card, direct debit, bank transfer, or other accepted method. If payment is not received when due, we may apply interest or reasonable late fees where permitted by law and by the contract, and we may restrict access to your storage unit until the outstanding balance is settled. Persistent non-payment may lead to enforcement action, sale of goods in accordance with applicable law, or termination of the agreement.

We may review our charges periodically and may change prices for ongoing agreements by giving reasonable notice, except where the change is required to correct an obvious error, reflect a tax change, or comply with legal requirements. You remain responsible for all amounts due up to the end of the notice period and for any charges incurred because of your use of the storage facility. Any refund, credit, or adjustment will be made only where it is expressly provided for in these terms or required by law.

Cancellations, Termination and Move-Out

You may cancel a booking before the move-in date, subject to the cancellation terms confirmed at the time of booking and any statutory rights that apply. Unless a specific cooling-off period is offered in writing, cancellations may involve a charge if we have already reserved the unit or incurred administrative costs. Where the agreement has started, you must give the required notice period before ending the storage arrangement and vacating the unit.

We may terminate the agreement immediately, or on notice, if you breach these terms, fail to pay sums due, provide false information, use the unit unlawfully, store prohibited items, or behave in a way that poses a risk to our staff, property, or other customers. If the agreement ends for any reason, you must remove all goods, return any keys or access devices, leave the unit clean and empty, and ensure that rent is paid up to the termination date and any applicable fees have been settled.

Failure to remove your goods by the end of the agreement may result in further charges, including hold-over rent or administration costs, and we may take steps permitted by law to secure, dispose of, or sell the goods if payment remains outstanding or the goods are left behind. We will act reasonably and in accordance with applicable legal requirements, but you remain responsible for all costs arising from your failure to vacate on time. Where a notice is issued, it will be sent to the last contact details supplied by you.

Customer Responsibilities and Permitted Use

You must use the storage unit only for lawful purposes and only for goods that are safe to store in a commercial or self storage environment. The storage unit must not be used as a place of residence, workshop, business trading floor, or for any purpose that is not expressly permitted under the agreement. You must keep the unit locked with an approved lock unless we have agreed an alternative security arrangement in writing.

You are responsible for ensuring that the goods you store are suitable for storage, properly packaged where needed, and not vulnerable to deterioration unless you have accepted that risk. Items should be protected against damp, mould, pests, breakage, and other foreseeable hazards. We are not responsible for the condition of goods that are inherently fragile, perishable, incorrectly packed, or susceptible to damage through their own nature. The customer should consider insurance for the full replacement value of the goods.

You must not store cash, weapons, explosives, illegal drugs, stolen property, hazardous chemicals, living creatures, perishable food, or any other prohibited item. You must also not store goods that are subject to special licensing or regulatory controls unless you have obtained all necessary permissions and we have agreed in writing. If we reasonably suspect that prohibited items are present, we may inspect, isolate, remove, or report them as required by law.

Liability and Insurance

To the fullest extent permitted by law, we are not liable for loss or damage to goods stored by you unless such loss or damage is caused directly by our negligence, wilful misconduct, or breach of our legal duties. We are not responsible for indirect or consequential loss, including loss of profit, loss of business, loss of opportunity, or loss arising from delay, even if we were aware that such loss might occur. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot lawfully be excluded.

It is your responsibility to arrange adequate insurance for the goods stored and to ensure that the level of cover reflects the full replacement cost of the items. If insurance is offered as part of the service, you remain responsible for checking that the cover is suitable for your needs and that any exclusions are understood. We may require evidence of insurance at any time, and if you do not maintain appropriate cover, you do so at your own risk.

Our total liability to you for any claim arising out of or in connection with the storage agreement will be limited to the amount payable under the relevant contract or such other sum as is required by law, except where a higher liability cannot be excluded. You must notify us promptly of any alleged loss, damage, or incident and provide reasonable evidence to support your claim. We may inspect the unit, request photographs, and obtain other information needed to assess any issue.

Waste Regulations and Environmental Compliance

You must comply with all applicable waste regulations, environmental laws, and disposal requirements when using the storage facility. Waste must not be left in the unit, on common areas, or in skips or containers unless expressly permitted. You are responsible for removing packaging, broken items, unwanted materials, and any waste generated by moving in or moving out, unless we have agreed to handle it as a separate paid service.

Hazardous waste, contaminated materials, electrical waste, tyres, oils, solvents, paints, batteries, gas cylinders, asbestos, clinical waste, and similar regulated materials must not be abandoned or disposed of without proper authorisation. If you bring such materials to the site without permission, you may be required to remove them immediately at your own expense, and we may notify the relevant authorities where necessary. All waste must be stored, transported, and disposed of in accordance with applicable law.

Where we reasonably need to remove waste, clean a unit, or deal with contamination caused by you, your agents, or your goods, we may charge you for all reasonable costs incurred, including labour, specialist cleaning, disposal fees, and any third-party charges. These costs may be added to your account and recovered as a debt. Continued non-compliance with environmental or waste obligations may lead to termination of the agreement and denial of access until the issue is resolved.

Access, Security and Site Rules

Access to the storage facility may be subject to operational hours, security procedures, and identification checks. We may change access arrangements for reasons including maintenance, safety, emergencies, or security concerns. You agree to follow all posted site rules, instructions from staff, and reasonable security measures designed to protect the premises and the goods stored within them. We may suspend access if necessary to protect people or property.

You are responsible for safeguarding your access code, keys, locks, and any devices used to enter the facility. You must not share your access credentials without permission, and you must notify us immediately if you believe they have been lost, stolen, or misused. We may treat any act carried out using your credentials as authorised by you unless you have previously informed us otherwise in writing and we have had a reasonable opportunity to act.

Where CCTV, alarms, gates, or other security systems are in use, they are provided as part of a layered security approach and do not create a guarantee against theft, damage, or unauthorised access. You remain responsible for securing your unit and for the conduct of anyone you allow onto the site. We may refuse access to any person who does not comply with identification or safety requirements.

Default, Enforcement and Disposal Rights

If you fail to pay sums due, breach these terms, or leave goods in the unit after the agreement ends, we may exercise any rights available to us under the contract and applicable law. These rights may include restricting access, charging interest or late fees, serving notices, taking possession of the goods, and arranging sale or disposal where lawful. Any proceeds of sale may be applied first to outstanding debts, costs, and expenses, with any surplus dealt with in accordance with legal requirements.

We will normally give notice before taking enforcement action, except where urgent action is needed to address a safety risk, legal breach, or emergency. Notices may be delivered to the postal or electronic address last provided by you. If your details change, you must update them promptly; otherwise, any notice sent to the old address may still be treated as valid if sent in good faith.

Nothing in this section limits any statutory right of lien, right to recover debt, or other remedy available to us. We may also recover legal fees, enforcement costs, storage charges, and related expenses to the extent permitted by law and the agreement. You remain liable for any shortfall if the proceeds of sale do not cover the amounts owed.

Data, Notices and General Provisions

We will process personal data in accordance with applicable data protection law and only for purposes connected with your storage arrangement, security, administration, payment processing, compliance, and lawful business operations. You must ensure that any personal data or confidential material you store is appropriately protected and that you have the right to store it. We are not responsible for reviewing the content of stored documents, files, or records.

Any failure by us to enforce a provision at any time does not mean we waive the right to enforce it later. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in force. We may assign or transfer our rights and obligations where permitted by law, but you may not transfer yours without our written consent. These terms form the entire agreement between the parties in relation to the service.

For the purposes of interpretation, headings are included for convenience only and do not affect the meaning of the clauses. Words in the singular include the plural and vice versa where appropriate. References to legislation include any amendment, replacement, or re-enactment. If there is a conflict between these terms and any separately signed agreement, the signed agreement will prevail to the extent of that conflict.

Governing Law

These Customhouse Storage terms and any dispute or claim arising from them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory law provides otherwise. This applies to claims relating to booking, payment, cancellation, liability, access, waste handling, and any other issue connected with the storage service.

Nothing in this governing law clause affects any mandatory consumer rights or statutory protections that cannot be excluded. If you are a business customer, you confirm that you enter into the agreement in the course of business where applicable and accept these terms as part of your commercial arrangement. If a dispute arises, both parties should first seek to resolve it promptly and reasonably before pursuing formal action.

These terms should be read together with any booking confirmation, storage agreement, or notice issued by us from time to time. Where any inconsistency appears, the most specific written term applicable to your arrangement will normally prevail. Continued use of the service after an update to the terms means you accept the updated version to the extent permitted by law.

By booking and using self storage with Customhouse Storage, you acknowledge that you have read, understood, and agreed to comply with these Terms and Conditions. You also confirm that you will ensure your goods are lawful, properly packed, accurately declared, and removed on time at the end of the storage period. Keeping the unit in good order and following the rules helps protect your items, our premises, and other users of the facility.

The obligations set out above are designed to create a fair and safe storage environment and to allocate responsibility clearly between the parties. If you do not agree with these terms, you should not complete a booking or place goods into storage. Once the agreement begins, these terms apply throughout the storage period and remain relevant until all items have been removed and all balances have been settled.

These storage terms and conditions are intended to provide a clear legal framework for the service while remaining practical and commercially reasonable. They cover the key matters customers typically need to understand, including reservations, charges, cancellation, liability, compliance with waste regulations, and dispute handling under UK law. You should retain a copy for your records and refer to it whenever you need to check your rights or responsibilities.