Surbiton Storage Service Terms and Conditions

These Service Terms and Conditions set out the basis on which storage services are supplied by Surbiton Storage. By placing a booking, confirming a reservation, accessing a storage unit, or otherwise using the storage service, you agree to be bound by these terms. Please read them carefully before entering into any storage agreement. They are designed to protect both the customer and the service provider and to ensure that the use of self storage, container storage, or any other storage solution is conducted in a lawful, safe, and orderly manner.

1. Definitions and interpretation. In these terms, “we”, “us”, and “our” refer to the storage service provider. “You” and “your” refer to the customer, hirer, or any person acting on behalf of the customer. “Unit” means the storage space, room, container, or other area hired by you. “Goods” means all items, belongings, chattels, stock, tools, equipment, furniture, and other property stored in the unit. References to “the agreement” include these terms, the booking confirmation, payment schedule, inventory declarations, and any lawful notices issued during the period of hire.

These terms apply to all storage services, whether the arrangement is short term or long term, domestic or commercial. Any special conditions agreed in writing will apply only where expressly stated and will not override mandatory legal requirements. If there is any inconsistency between these terms and a specific written agreement, the written agreement will prevail to the extent of that inconsistency.

2. Booking process

Booking a storage unit. A booking is only accepted when we confirm availability and accept your reservation, whether online, by phone, or through any other authorised method. A booking request is an offer by you to hire a unit, and no contract is created until acceptance is confirmed. We may request identification, proof of address, business details, or other verification information before accepting the booking or before granting access to the unit.

Accurate information is required. You must provide complete and accurate details when making a storage booking, including the name of the account holder, contact details, billing information, and the intended use of the unit. If any details change, you must notify us promptly. We may refuse, suspend, or cancel a booking if the information provided is false, incomplete, misleading, or if we reasonably suspect unlawful use.

Access and commencement of hire. The hire period begins on the date stated in the booking confirmation, or on the date you first gain access to the unit if later. You are responsible for ensuring that the unit is suitable for your needs before loading any goods. By starting the hire period, you acknowledge that the unit has been accepted in its current condition, subject to any defects that have been reported and recorded in writing.

3. Payments, fees, and deposits

All fees must be paid in accordance with the payment terms set out in the booking confirmation or invoice. Charges may include rent, administration fees, deposits, lock charges, access charges, late fees, insurance-related charges where applicable, and any reasonable recovery costs permitted by law. Unless stated otherwise, fees are payable in advance and are non-refundable except where these terms expressly provide otherwise.

Payment methods and failed payments. We may accept card payments, bank transfer, direct debit, or another method agreed with you. If a payment is declined, reversed, charged back, or otherwise fails, you remain responsible for the outstanding balance. We may charge reasonable fees for returned payments or payment processing issues to the extent allowed by law. Any payment made will be applied first to interest, charges, and costs, and then to the oldest outstanding balance unless we decide otherwise.

Late payment and default. If any sum remains unpaid after the due date, we may apply interest on the overdue amount at the statutory rate or any other lawful rate stated in the agreement. Continued non-payment may lead to restricted access, suspension of services, sale of goods in accordance with lawful procedures, or termination of the agreement. We will usually provide notice before taking enforcement action, but you remain responsible for keeping your account fully up to date at all times.

4. Cancellations, termination, and refunds

You may cancel a booking before the hire period begins, subject to any cancellation charge or non-refundable deposit clearly stated at the time of booking. If you cancel after the hire period has started, you may still be liable for charges up to the end of the applicable notice period. Where a booking is made for a fixed term, early termination does not automatically remove the obligation to pay fees already accrued or fees due during any minimum commitment period.

We may cancel, suspend, or terminate the agreement by giving you notice where required or where permitted by law, including for non-payment, breach of these terms, unsafe conduct, suspected illegal activity, abandonment, or failure to collect goods after lawful notice. If we terminate due to your breach, we may recover our reasonable costs, including costs associated with securing, handling, relocating, or disposing of goods as allowed by law.

Refunds. Refunds, where available, will be made only in accordance with the specific written terms of the booking. No refund will be given for unused time unless we agree otherwise in writing or unless a refund is required by law. Any deposit may be withheld in whole or in part to cover unpaid charges, repair costs, cleaning, lost access devices, or other lawful deductions. If a refund is due, it will be processed using the original payment method where practicable.

5. Use of the storage unit

Throughout the hire period, you must use the unit only for storage purposes and only for lawful goods. You must not use the unit as a workplace, living space, meeting place, or address for public registration unless we have expressly agreed in writing and such use is lawful. You must keep the unit locked at all times when not in use and must not share keys, codes, or access devices except with persons you authorise and control.

Prohibited items. You must not store any goods that are illegal, stolen, hazardous, contaminated, explosive, volatile, radioactive, perishable, odorous, environmentally harmful, or capable of causing injury or nuisance. This includes, without limitation, cash, securities, firearms, ammunition, live animals, plants, food requiring refrigeration, flammable liquids, and regulated waste. If we suspect prohibited items are present, we may inspect, isolate, remove, or report them where appropriate and lawful.

Condition of goods. You are responsible for packing, securing, and protecting your goods to a standard suitable for storage. Fragile, valuable, or temperature-sensitive items should be stored only if appropriately packaged and monitored by you. We are not responsible for deterioration caused by inherent defects, inadequate packing, moisture, mould, vermin, or ordinary environmental conditions, unless such loss is directly caused by our proven negligence and cannot be excluded by law.

6. Liability and insurance

We will exercise reasonable care and skill in providing the storage service. However, to the fullest extent permitted by law, we are not liable for loss or damage to goods caused by events beyond our reasonable control, including fire not caused by our negligence, flood, storm, theft by third parties, acts of vandalism, power failure, or natural deterioration. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

You are responsible for arranging suitable insurance for your goods unless we have expressly agreed in writing to provide or arrange cover. You should ensure that the insurance value reflects the full replacement cost of the stored items and any associated risks. Where insurance is offered as an additional service, it will be subject to the insurer’s terms, exclusions, claims process, and limits. Our responsibility does not extend to any failure by an insurer to pay a claim.

Limitation of liability. Subject to mandatory law, our total liability arising from or connected with the storage agreement will be limited to the amount of fees paid by you for the affected period or to the value of the proven loss, whichever is lower, unless a higher amount is required by statute. We will not be liable for indirect or consequential losses such as loss of profit, loss of business, loss of opportunity, or reputational damage.

7. Waste regulations, cleaning, and environmental compliance

You must comply with all applicable waste regulations and environmental laws when using the storage service. Waste, rubbish, packaging, damaged goods, paint, oils, batteries, electrical items, and any other controlled materials must not be abandoned in or around the unit unless they are lawfully stored and permitted under these terms. Any disposal of waste must be arranged through appropriate lawful channels and must not place us in breach of any statutory duty or regulatory obligation.

Prohibited waste activity. You must not use the unit for unlawful dumping, fly-tipping, hazardous waste storage without permission, or the concealment of material that requires a licence or specialist handling. If you leave waste, spillages, staining, or contamination in the unit or on the premises, you will be responsible for all cleaning, decontamination, remediation, and disposal costs incurred by us or a third party. These amounts may be charged to your account and deducted from any deposit held.

Environmental and health compliance. You must take all reasonable steps to prevent pests, moisture, fumes, or other conditions arising from your goods. If we reasonably believe your stored goods may breach environmental, health, safety, or waste laws, we may require immediate removal, conduct an inspection, or notify the appropriate authorities. You remain responsible for any legal consequences resulting from your failure to comply with these requirements.

8. Access, security, and operational rules

Access to the premises or unit may be subject to opening hours, identification checks, security procedures, and operational restrictions. We may change access arrangements where necessary for safety, maintenance, lawful inspection, or security reasons. You must comply with all posted rules, instructions, and reasonable directions given by our staff or authorised representatives. Any breach of site rules may result in temporary or permanent suspension of access.

Locks, keys, and access codes. If you are issued with a lock, key, code, pass, or other access device, you are responsible for its safe use and return where required. You must notify us immediately if any access device is lost, stolen, copied, or compromised. We may charge for replacement locks, cutting, re-securing, or any other necessary remedial action. You must not defeat, alter, or interfere with any security system or device.

Inspection and emergency entry. We may enter a unit without prior notice where permitted by law or where reasonably necessary in an emergency, to prevent damage, to investigate suspected breach of these terms, or to comply with legal obligations. Where possible, we will act proportionately and record the reason for entry. We may also inspect units for maintenance, compliance, or safety in accordance with lawful procedures.

9. Abandonment, enforcement, and sale of goods

If you fail to remove your goods by the end of the agreement, or if we reasonably believe the goods have been abandoned, we may take steps to contact you using the details held on file. If you do not respond within the period stated in our notice, we may exercise our rights under the agreement and applicable law, which may include moving, storing, selling, recycling, or disposing of goods. Any proceeds may be used to cover unpaid fees, costs, and lawful expenses.

Recovery of costs. You agree to pay our reasonable costs incurred in dealing with default, enforcement, removal, storage, disposal, repair, or legal compliance. This includes costs related to hazardous or prohibited goods, abandoned waste, and any third-party charges. We may retain goods or their proceeds pending payment of sums due, to the extent allowed by law.

Nothing in this section affects your statutory rights or the rights of any third party with a lawful claim to the goods, provided those rights are properly established and communicated. We will act in accordance with applicable law when dealing with enforcement, lien, and disposal matters.

10. Data, notices, and general terms

We will process personal data in accordance with applicable data protection laws and our privacy practices. Information supplied by you may be used for account administration, verification, security, billing, compliance, and enforcement of these terms. By entering the agreement, you confirm that you have authority to provide any personal data shared and, where relevant, to authorise contact with additional account users.

Any notice under these terms must be given in writing unless we agree otherwise. Notices may be sent by email, post, or another method reasonably expected to reach you using the contact details provided in your booking. Notices sent to your last known address or email address will be treated as received in accordance with normal business practice, subject to any statutory rule to the contrary.

Changes to terms. We may update these terms from time to time to reflect legal, operational, or commercial changes. The version in force when your booking is accepted will apply to your current agreement unless a change is required by law or is immaterial. If a court or competent authority finds any term unenforceable, the remaining terms will continue in full force and effect.

11. Governing law and jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, whether contractual or non-contractual, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, except where mandatory consumer or statutory rules require otherwise. If you are acting as a business customer, you also agree that any dispute will be heard in those courts.

Final interpretation. These terms are intended to be read consistently with relevant UK legislation, including consumer law, property law, data protection rules, and waste and environmental requirements. No waiver of any breach shall be treated as a waiver of any later breach. Our failure to enforce any right at any time does not mean that we waive that right.

By using the service, you confirm that you have read, understood, and agreed to these storage service terms. If you are entering into the agreement on behalf of another person or business, you confirm that you have authority to do so and that you will ensure compliance with these terms during the entire storage period.