Storage Mile End Terms and Conditions
1. Introduction
These Terms and Conditions set out the basis on which Storage Mile End provides storage, removal, packing, handling and associated services within the United Kingdom. By placing a booking, paying a deposit, or allowing our operatives to commence work, you confirm that you have read, understood and agree to be bound by these Terms and Conditions. If you do not agree to these terms, you must not use our services.
These Terms and Conditions apply to consumer and business customers unless specifically stated otherwise. In the event of any conflict between a separate written agreement and these Terms and Conditions, the written agreement will take precedence to the extent of any inconsistency.
2. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the person or organisation booking or receiving the services.
Services means any storage, removal, packing, unpacking, handling, transportation, loading, unloading, or associated services provided by Storage Mile End.
Goods means the items, belongings, furniture, equipment, or other property in respect of which the services are provided.
Contract means the agreement between Storage Mile End and the Customer for the supply of services, incorporating these Terms and Conditions.
Site means any property, premises, access road, storage facility, or location where services are carried out or where goods are collected from or delivered to.
3. Booking Process
All bookings must be made directly with Storage Mile End. A booking is treated as provisional until confirmed in writing by us. We may provide an estimate or quotation based on the information given by the Customer. It is the Customer's responsibility to ensure that all information given is complete and accurate, including the volume of goods, access conditions, floor levels, parking restrictions and any special handling requirements.
Our quotation is based on normal access and working conditions. Additional charges may apply where there are unforeseen difficulties, such as restricted parking, inadequate access, additional floors, long carry distances, or the need for extra staff or specialised equipment. We reserve the right to revise or withdraw a quotation if the information originally provided proves to be materially incorrect or incomplete.
A booking is not guaranteed until we have confirmed availability for the relevant date and, where required, we have received a deposit. We reserve the right to decline any booking without giving a reason.
4. Services Provided
Storage Mile End provides storage and removal services, including local and regional moves, packing and unpacking, loading and unloading, and transportation of goods to and from storage. The exact scope of services will be set out in the quotation or booking confirmation.
We will carry out the services with reasonable skill and care, using suitable vehicles, equipment and personnel for the agreed tasks. However, we do not undertake to carry out tasks outside the scope of a normal removal and storage operation, such as disconnection or reconnection of appliances, removal of doors, windows or fixtures, or work requiring specialist tools or certifications, unless expressly agreed in writing.
We may use our own vehicles, staff, agents or subcontractors to perform any part of the services, and we remain responsible for the proper performance of the Contract.
5. Customer Obligations
The Customer must ensure that they or an authorised representative are present at the start and completion of the services to provide access, give instructions, and check and sign any relevant documentation. Where no representative is available, we will act according to our professional judgement, and our record of the work carried out shall be deemed accurate and binding.
The Customer must prepare the goods and the site in a safe and suitable condition for the services. This includes packing items securely where self-packed, emptying and defrosting refrigerators and freezers, disconnecting appliances, clearly labelling fragile items, and ensuring that any items requiring disassembly are dismantled where agreed.
The Customer is responsible for obtaining and paying for any permits, permissions or authorisations required for parking, access or loading and unloading, unless we have expressly agreed in writing to arrange these. Where parking or access restrictions cause delays or require us to park or operate in contravention of regulations at the Customer's instruction, the Customer shall be liable for any penalties, charges or additional costs incurred.
6. Access and Parking
The Customer must provide safe, reasonable and lawful access to the site for our vehicles and staff. If our vehicle cannot park within a reasonable distance of the property, or where there are stairs, lifts, long walks, or other access issues, additional charges may apply for extra time, staff or handling.
If access is unsafe or unsuitable in our reasonable opinion, we may suspend or refuse to carry out all or part of the services until alternative arrangements are made. The Customer remains liable for any charges incurred up to that point and for any reasonable waiting or additional costs.
7. Payment Terms
Payment terms will be confirmed at the time of booking. Unless otherwise agreed in writing, a deposit may be payable to secure the booking, with the balance due before or on the day of service commencement. For storage, payments are usually due in advance for the relevant storage period.
We accept payment by the methods advised during the booking process. All prices are quoted in pounds sterling and are exclusive or inclusive of VAT as stated. Where VAT is applicable, it will be charged at the prevailing rate.
If payment is not received by the due date, we reserve the right to withhold or suspend services, to retain goods in our possession under a lien until all outstanding sums have been paid in full, and to charge interest on overdue sums at the statutory rate or such other rate as permitted by law.
8. Changes, Postponements and Cancellations
If the Customer wishes to change or postpone a booking, they must notify us as early as possible. We will use reasonable efforts to accommodate changes, subject to availability, and may revise the quotation where the scope, dates or locations change.
Cancellation charges may apply depending on the notice period given. If the Customer cancels more than a specified number of working days before the service date, any deposit may be refunded or partially refunded at our discretion. If the Customer cancels at short notice, postpones repeatedly, or fails to be available on the day, we may retain the deposit and charge a cancellation or abortive fee to cover our reasonable costs and loss of opportunity.
We may cancel or postpone the services if events beyond our reasonable control occur, including severe weather, vehicle breakdown, accidents, road closures, industrial action, public disturbances, safety concerns, or failure by the Customer to comply with these terms. In such cases, our liability will be limited to refunding any payments for services not yet provided or rebooking at a mutually convenient time.
9. Storage Terms
Where goods are placed into storage, the Customer agrees that:
The goods will be stored in a facility or unit selected by us, which may be shared or segregated as appropriate.
Storage rent is payable in advance in accordance with our tariff, and access to goods may be refused if payments are overdue.
We may from time to time move goods within the facility for operational or safety reasons. We will take reasonable care not to damage goods during such moves.
If storage charges remain unpaid after their due date, we may exercise a lien over the goods and, after giving reasonable notice, may sell or dispose of goods to recover unpaid charges and associated costs. Any surplus, after deductions, will be made available to the Customer upon request.
10. Excluded and Restricted Items
The Customer must not submit for removal or storage any goods that are illegal, dangerous, explosive, corrosive, flammable, perishable, or otherwise unsuitable, including but not limited to firearms, ammunition, gas cylinders, fuel, chemicals, toxic or hazardous materials, live animals, plants, cash, bonds, precious metals, jewellery of high value, confidential documents, or items requiring specialist environmental conditions, unless expressly agreed in writing in advance.
We may refuse to handle any goods that we consider unsafe, illegal, or not in accordance with these terms. If such goods are found among the goods in our care, we may remove, destroy or otherwise dispose of them at the Customer's expense and without liability to the Customer, and the Customer shall indemnify us against any claims or costs arising.
11. Waste Regulations and Disposal
Storage Mile End operates in compliance with applicable waste and environmental regulations. We are not a general waste disposal contractor and will not remove or dispose of waste, rubble, hazardous materials, or items requiring specialist disposal, unless explicitly agreed and appropriately charged.
The Customer is responsible for ensuring that any waste or unwanted items are clearly identified and suitable for removal. Where we agree to remove unwanted items, they will be treated as waste and may be disposed of, donated or recycled at our discretion. Once designated as waste, such items cannot be reclaimed by the Customer.
We reserve the right to charge additional fees for the handling, transportation and disposal of waste items, and for any regulatory costs or charges incurred. The Customer shall indemnify us for any fines, penalties or liabilities arising from incorrect or misleading information given about the nature of items presented for removal or disposal.
12. Liability and Risk
We will take reasonable care of the goods while they are in our custody and control. However, the Customer acknowledges that some risk of loss or damage is inherent in removal and storage operations, particularly where goods are self-packed or fragile.
Our liability for loss of or damage to goods, whether arising from negligence, breach of contract or otherwise, shall be limited to a fair and reasonable amount, subject to any specific limits stated in our quotation or insurance documentation. Higher value cover may be available for an additional charge where requested in advance and agreed in writing.
We are not liable for loss or damage that arises from the Customer's failure to adequately pack or protect goods, inherent defects or weaknesses in the goods, normal wear and tear, atmospheric or climatic conditions, vermin or infestation, or acts or omissions of the Customer or third parties. We are not liable for indirect or consequential loss, loss of profit, loss of income, loss of opportunity, or emotional distress.
Where the Customer has the benefit of insurance that covers the loss or damage, they must first claim under that policy before seeking to recover from us. Our liability may be reduced to the extent that any loss is recovered under such insurance.
13. Claims and Time Limits
Any loss or damage that is apparent on delivery or completion of the services must be reported to our operatives or office as soon as reasonably practicable and noted on any completion documentation where possible. For storage, the Customer must inspect goods promptly upon collection or redelivery.
Any claim for loss, damage or short delivery must be submitted in writing within a reasonable period from the date of completion or discovery, stating full details of the circumstances and the items concerned. We may require supporting evidence such as photographs, receipts or valuations. Failure to notify us within a reasonable time may prejudice our ability to investigate and may limit or extinguish any liability we may otherwise have.
14. Insurance
Basic liability is provided as described in these Terms and Conditions. The Customer is strongly advised to ensure that their goods are adequately insured during removal and storage, either through their own insurance policy or through any additional cover offered by us where available.
Where we arrange insurance on behalf of the Customer, this will be subject to separate terms and conditions of the insurer. It is the Customer's responsibility to read those terms carefully, declare accurate values, and comply with any obligations required by the insurer.
15. Limitations and Exclusions
Nothing in these Terms and Conditions limits or excludes any liability that cannot be limited or excluded under applicable law, including liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.
Subject to that, all warranties, conditions or other terms implied by statute or common law are excluded to the fullest extent permitted by law, and our total aggregate liability under or in connection with the Contract shall not exceed the amount of our charges for the services in question or such other limit as we may specify in writing.
16. Data Protection and Privacy
We will collect and process personal data only to the extent necessary for the performance of the services, administration of the Contract, and compliance with legal obligations. Personal data may include names, addresses, contact details, payment information and service history.
We will handle such data in accordance with applicable data protection laws. By using our services, the Customer consents to such processing and acknowledges that we may retain records for a reasonable period after completion of the services for legal, regulatory or accounting purposes.
17. Termination
Either party may terminate the Contract with immediate effect by written notice if the other party commits a material breach of these Terms and Conditions and, where the breach is capable of remedy, fails to remedy it within a reasonable period after being required to do so in writing.
We may terminate the Contract or suspend services if the Customer becomes insolvent, enters into any arrangement with creditors, or if we reasonably believe that the Customer may be unable or unwilling to pay for the services. On termination, all sums due for services rendered and storage used up to the date of termination shall become immediately payable.
18. Governing Law and Jurisdiction
These Terms and Conditions and any Contract between the Customer and Storage Mile End shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with these Terms and Conditions or the services shall be subject to the exclusive jurisdiction of the courts of England and Wales.
19. General Provisions
If any part of these Terms and Conditions is found to be invalid or unenforceable by a court or competent authority, the remaining provisions shall continue in full force and effect. Any failure or delay by us in enforcing any right or provision shall not constitute a waiver of that or any other right or provision.
The Contract is between Storage Mile End and the Customer. No person other than a party to the Contract shall have any rights to enforce any of its terms. These Terms and Conditions may be updated from time to time, and the version in force at the time of booking shall apply to the services provided.
