Storage Custom House Terms and Conditions of Service
These Terms and Conditions set out the basis on which Storage Custom House provides storage, removals, collection, delivery and related services within the United Kingdom. By placing a booking, using our website, or instructing us to carry out any service, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given below:
Client means the individual, company or organisation requesting or using our services.
We, us, our means Storage Custom House.
Services means any storage, removal, collection, delivery, packing, handling, transport, or associated services we provide.
Goods means the items, belongings, furniture, personal effects, equipment or materials that we agree to handle, move or store.
Contract means the agreement between you and us for the provision of services, incorporating these Terms and Conditions.
2. Scope of Services
We provide storage facilities and removal services for domestic and commercial clients in the UK. Our services may include but are not limited to collection and delivery of goods, packing and unpacking, loading and unloading, transport, and short or long term storage.
All services are subject to availability and to any limitations notified to you during the booking process or set out on our service descriptions. We reserve the right to refuse any booking or request for services at our discretion.
3. Booking Process
3.1 You may request a quotation by providing accurate details of the goods, the collection and delivery addresses where applicable, access conditions, dates, and any special requirements. Quotations are based on the information you supply. If that information is inaccurate or incomplete, additional charges may apply.
3.2 A booking is only confirmed when we have accepted your request and you have received confirmation of the booking, which may be provided electronically or in writing. Any provisional dates or indicative prices given before confirmation are subject to change.
3.3 You must notify us promptly of any changes to your booking details, including dates, addresses, access issues such as parking restrictions, lift availability or stair access, and changes in the volume or nature of the goods. We may adjust our charges or, where necessary, refuse to undertake the revised service.
3.4 Where a site visit or pre-move survey is required, it will form part of the information on which the quotation is based. If following such a survey we identify conditions significantly different from what was initially described, we may revise or withdraw our quotation.
4. Quotations and Charges
4.1 Unless stated otherwise, our quotations are exclusive of any third party charges such as parking fees, tolls, congestion or clean air zone charges, ferry costs, customs duties, or other official fees. These may be charged to you at cost in addition to our service fees.
4.2 Quotations are normally time limited. If you do not accept a quotation within the stated period, it may be withdrawn or updated. Any typographical or clerical errors in quotations may be corrected without any liability to us.
4.3 We may apply additional charges where:
a. access to premises is restricted or requires extra time, equipment, or manpower
b. there are delays beyond our reasonable control at collection or delivery
c. the quantity, size or nature of the goods differs from the information originally provided
d. services are required outside our standard operating hours
e. you request additional services not included within the original quotation.
5. Payments
5.1 Unless we agree otherwise in writing, payment for removals and related services is due in advance of the service date. For storage services, charges are payable in advance for each storage period, which may be monthly or as otherwise stated.
5.2 We accept various forms of payment as notified to you during the booking process. All payments must clear into our account before we are obliged to perform any services. If payment is not received on time, we may suspend or cancel the booking without liability.
5.3 All charges are stated in pounds sterling and are subject to applicable taxes and duties. You are responsible for paying any bank charges or transfer fees so that we receive the full amount invoiced.
5.4 If you dispute any part of an invoice, you must notify us within seven days of the invoice date, providing full details of the reason. Any undisputed portion of the invoice remains payable by the due date.
5.5 Late payment may result in interest being charged on outstanding amounts at the statutory rate applicable under UK law, accruing daily until payment is received in full. We also reserve the right to recover all reasonable costs incurred in pursuing overdue sums.
6. Storage Terms
6.1 Where we provide storage, you grant us authority to handle, pack and store the goods as we deem reasonably appropriate. We may move goods between storage units or facilities as necessary for operational reasons, while maintaining appropriate care.
6.2 You must not store perishable goods, live animals, hazardous substances, flammable or explosive materials, firearms, illegal items, or any goods prohibited by law or by our policies. We may refuse or remove such items without liability and at your cost.
6.3 Access to stored goods is by prior arrangement and only during our notified access hours. We may require proof of identity and may refuse access to anyone other than the named client or an authorised representative notified to us in writing.
6.4 Storage charges must be kept up to date. If you fall into arrears, we may exercise a lien over the goods and refuse access or removal until the outstanding amounts are settled. If arrears remain unpaid after reasonable notice, we may, in accordance with applicable law, sell or dispose of the goods to recover amounts owed, accounting to you for any surplus after costs.
7. Cancellations and Amendments
7.1 You may cancel or amend a booking by notification to us. The effective date of cancellation is the date on which we confirm receipt of your request.
7.2 For removals and related services, we may apply cancellation charges as follows, unless agreed otherwise:
a. cancellation more than seven days before the service date may be free of charge or subject only to reasonable administrative fees
b. cancellation between two and seven days before the service date may incur a charge of up to fifty percent of the quoted service fee
c. cancellation less than two days before the service date or failure to provide access on the day may incur a charge of up to one hundred percent of the quoted service fee.
7.3 For storage services already commenced, charges are not normally refundable for partial periods already paid. If you terminate storage early, no refund is due for unused days unless we expressly agree otherwise.
7.4 We may cancel or postpone services where it is not reasonably possible or safe to proceed, for example due to severe weather, unsafe access, industrial action, road closures, or other events beyond our control. In such circumstances, we will re-schedule the service where practicable. Our liability is limited to the return of any payment for services not performed if re-scheduling is not possible.
8. Your Responsibilities
8.1 You are responsible for:
a. ensuring you have authority to contract for the goods and premises involved
b. obtaining any necessary permissions for parking, loading, unloading and access
c. ensuring that goods are prepared and ready for removal or storage, unless we have agreed to provide packing services
d. securing and backing up any data stored on electronic devices, as we accept no responsibility for loss or corruption of data
e. providing accurate information regarding the nature, value and condition of the goods.
8.2 You must not ask us to move, pack or store items that are unsafe, illegal, or otherwise unsuitable. You must inform us in advance of any fragile, high value, or unusually heavy or bulky items that require special handling.
9. Waste and Environmental Regulations
9.1 We are not a waste disposal business and will not remove household refuse, rubble, contaminated materials, or any items classified as controlled or hazardous waste, unless this has been specifically agreed and arranged in compliance with applicable waste regulations.
9.2 You are responsible for ensuring that any items you ask us to remove or dispose of can lawfully be transported and disposed of, and that you have the necessary authority to request such disposal.
9.3 Where we agree to remove unwanted items, these may be reused, recycled, donated or disposed of as we consider appropriate, subject to compliance with relevant UK environmental and waste legislation.
9.4 You must not leave waste or unwanted materials on our premises or in our vehicles without our prior consent. Any costs incurred by us in clearing or lawfully disposing of such materials may be charged to you.
10. Liability and Limitations
10.1 We will exercise reasonable care and skill in providing our services. However, our liability is subject to the limitations set out in this section and elsewhere in these Terms and Conditions.
10.2 We are not liable for loss or damage arising from:
a. your failure to adequately pack or protect goods where packing is not undertaken by us
b. inherent defects, faulty design or construction, or natural deterioration of goods
c. normal wear and tear, scratching, scuffing, or minor cosmetic damage
d. loss or corruption of electronic data or software
e. delays or failure to perform caused by events beyond our reasonable control.
10.3 Our liability for loss of or damage to goods, whether arising from negligence, breach of contract or otherwise, is limited to a reasonable value per item or per consignment, as notified to you in advance or set out in our service literature. If you require higher levels of cover, you must notify us in writing so that additional protection may be considered, which may result in additional charges.
10.4 We are not liable for any indirect or consequential loss, including loss of profits, loss of business, loss of opportunity, or loss of use, even if such losses were foreseeable.
10.5 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law.
11. Claims and Notification of Loss or Damage
11.1 You must inspect goods as soon as reasonably practicable following completion of a removal or retrieval from storage. Any apparent loss or damage must be notified to us in writing as soon as possible and in any event within seven days of the service date or collection from storage.
11.2 For loss or damage not reasonably discoverable at the time of delivery, you must notify us in writing within a reasonable period after discovery and provide evidence to support your claim.
11.3 We may request access to inspect the goods and packaging. You must retain any damaged items and packaging materials until we have had a reasonable opportunity to assess the circumstances.
12. Insurance
12.1 We maintain insurance appropriate for a business of our nature. Details of our cover are available on request. Our insurance is not a substitute for your own household, business or specialist insurance, and may be subject to exclusions and limitations.
12.2 You are encouraged to arrange additional insurance cover for valuable or fragile items, including antiques, works of art, jewellery, cash, important documents or items of sentimental value.
13. Data Protection and Privacy
13.1 We collect and process personal data necessary to manage bookings, provide services, administer accounts and comply with legal obligations. We handle such data in accordance with applicable UK data protection laws.
13.2 Your personal data may be shared with trusted third parties where required to perform our services, such as payment processors or subcontractors. We will not sell your personal data to third parties.
13.3 You may have rights to access, correct or request deletion of your personal data, subject to legal limitations. Further information is available in our privacy documentation, which is available on request.
14. Subcontracting and Assignment
14.1 We may use employees, agents or subcontractors to perform all or part of the services. This does not affect our responsibilities to you under the Contract.
14.2 You may not assign or transfer your rights or obligations under the Contract without our prior written consent.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services, are governed by and construed in accordance with the laws of England and Wales.
15.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the services we provide.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found by a court or competent authority to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
16.2 No failure or delay by us in enforcing any of our rights under the Contract shall be deemed a waiver of those rights.
16.3 These Terms and Conditions, together with any accepted quotation or written confirmation, constitute the entire agreement between you and us in relation to the services and supersede any prior understandings or agreements.
16.4 We may update these Terms and Conditions from time to time. The version in force at the time of your booking or the commencement of storage will apply to that Contract unless a variation is expressly agreed in writing.
