Stora London Service Terms and Conditions
These Terms and Conditions set out the basis on which Stora London provides storage-related services to customers in the United Kingdom. By making a booking, placing goods into storage, or using any associated service, you agree to be bound by these terms. Please read them carefully before proceeding. They are designed to ensure clarity around the booking process, payment obligations, cancellation rights, liability limits, and the rules that apply to stored goods, including waste-related responsibilities. If you do not agree with any part of these terms, you should not complete a booking or use the service.
In these Terms and Conditions, references to “we”, “us”, and “our” mean Stora London, and references to “you” or “your” mean the customer making the booking or using the service. These terms apply to all services supplied under our standard commercial arrangements unless we expressly agree otherwise in writing. Any special conditions agreed for a particular booking will apply only where confirmed by us in writing and will not override mandatory law.
These terms should be read together with any booking confirmation, inventory record, access instructions, or additional service-specific documents that we issue. Where there is a conflict, the order of priority will be: any written special conditions, the booking confirmation, and then these general Terms and Conditions. Nothing in these terms affects your statutory rights as a consumer where those rights cannot be excluded or limited by contract.
1. Booking Process
A booking is made when you complete our reservation process and we accept it, either electronically or in writing. A reservation request does not by itself create a binding contract until we confirm availability and acceptance. We may refuse a booking at our discretion where we are unable to provide the requested service, where the goods are unsuitable, or where we reasonably believe that the booking would breach these terms or applicable law.
When booking storage or any associated service, you must provide accurate and complete information, including details of the goods, the size or volume required, the intended start date, and any special handling needs. You must notify us immediately of any change to that information before the service begins. We rely on the accuracy of the information you provide, and we may revise charges, refuse entry, or cancel a booking if the details are incomplete, misleading, or materially change after acceptance.
You are responsible for ensuring that the goods you place into storage are lawful to store, properly packaged, and suitable for the service requested. We may require an inventory, identification, or other supporting information before confirming the booking or before allowing access. We may also apply reasonable limits on the type, quantity, or condition of items accepted. Any estimate of space, duration, or service level is given in good faith but does not guarantee suitability unless expressly stated in the booking confirmation.
2. Payment Terms
All fees must be paid in accordance with the prices and payment schedule set out in your booking confirmation or invoice. Unless otherwise agreed, charges are payable in advance. Where recurring storage fees apply, we may charge on a weekly, monthly, or other agreed basis, and payments may be collected automatically using the payment method you have provided. It is your responsibility to ensure that payment details are valid and kept up to date.
All prices are stated inclusive or exclusive of VAT as indicated at the time of booking. If VAT applies, it will be added at the prevailing rate. We may change our fees from time to time, but any change will not affect a booking that has already been accepted and paid for unless the booking terms specifically allow a variation. Additional charges may apply for late payment, extended occupation, special handling, removal of prohibited items, cleaning, disposal, or breach of contract.
Where a payment fails, is reversed, or is subject to chargeback, we may suspend access to the service, withhold release of goods, or treat the booking as unpaid. We may also charge reasonable administrative costs incurred in recovering sums due. If any amount remains outstanding after the due date, interest may be charged at the applicable statutory rate, and we may take legal action to recover the debt together with associated costs where permitted by law.
3. Cancellations, Amendments, and Termination
Cancellations must be made in the manner specified in your booking confirmation. Unless a different cancellation policy is stated for a particular service, you may cancel before the service start date, but cancellation fees may apply depending on the timing and the nature of the booking. Any prepaid fees may be refunded only to the extent required by law or expressly stated in the booking terms. If we have already incurred costs on your behalf, those costs may be deducted from any refund.
You may request an amendment to your booking, including a change in dates, service scope, or storage size, but any amendment is subject to availability and our written approval. If an amendment results in a higher fee, you must pay the difference before the change takes effect. If it results in a lower fee, we may, at our discretion, adjust the charges or maintain the original rate where resources have already been reserved.
We may cancel or suspend a booking immediately if you breach these terms, provide false information, fail to make payment, store prohibited goods, or act in a way that creates risk to people, property, or lawful operations. We may also terminate the service where required by law or where continuation would be impractical. On termination, you must remove your goods promptly and settle any outstanding charges. If you fail to do so, we may exercise any rights available to us under contract or law, including storage lien rights where applicable.
4. Customer Responsibilities and Use of the Service
You must take reasonable care when delivering goods for storage and when using any facilities, equipment, or access systems we provide. You are responsible for the correct packing, wrapping, and labelling of items, unless we have agreed in writing to provide packing support. Fragile, valuable, or sensitive items should be protected appropriately. We are not obliged to inspect your goods, and any inspection we carry out is for operational purposes only and does not amount to acceptance of responsibility for condition, value, or legality.
You must not use the service for any unlawful purpose, for any activity that would create a nuisance, or in a way that interferes with our operations or with the rights of others. You must follow all reasonable instructions given by our staff or representatives regarding access, safety, and handling. If you are given access credentials, keys, codes, or other entry methods, you must keep them secure and must not share them without permission. You are responsible for any misuse arising from your failure to do so.
You are also responsible for ensuring that any person acting on your behalf complies with these terms. If you permit an agent, contractor, or third party to deliver, collect, inspect, or remove goods, you remain liable for their actions as though they were your own. We may rely on instructions from an authorised person unless we have reason to believe those instructions are invalid or unauthorised.
5. Liability and Insurance
Our liability to you is limited to the extent permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Subject to that, we are not responsible for loss or damage arising from events beyond our reasonable control, including but not limited to fire, flood, storm, theft by third parties, power failure, industrial action, or delays caused by authorities or transport disruption.
We do not act as an insurer of your goods. You are strongly advised to ensure that your items are adequately insured for their full replacement value while in storage or while being handled in connection with the service. Unless expressly stated in writing, any insurance arranged by us, if available, will be subject to separate terms, exclusions, limits, and claims procedures. It is your responsibility to understand whether your own policy covers storage and related risks.
To the maximum extent allowed by law, we will not be liable for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or loss arising from the condition, inherent defect, or unsuitability of the goods themselves. Where we are found liable for direct loss or damage, our total aggregate liability will be limited to the lesser of the market value of the affected goods or the amount stated in the booking confirmation or applicable liability cap, unless a higher level of liability has been expressly agreed in writing and paid for.
6. Waste Regulations and Prohibited Items
Customers must comply with all applicable UK waste and environmental laws when using the service. You must not place hazardous waste, contaminated materials, clinical waste, asbestos, explosives, firearms, illegal drugs, stolen goods, or any item that is unlawful to possess, store, transport, or dispose of. You must also not store items that present a risk to health, safety, environment, or security, including flammable substances, pressurised containers, leaking chemicals, or perishable waste likely to attract pests or cause contamination.
If you deliver materials that are, or may become, waste, you must ensure they are properly classified, packaged, and documented in accordance with applicable law. You remain responsible for all waste-related obligations, including lawful transfer, description, segregation, and disposal. We may refuse any item we reasonably believe to be prohibited, waste, or unsafe. If prohibited or waste items are discovered in storage, we may remove, isolate, or dispose of them at your expense, and we may notify the relevant authorities where required.
You acknowledge that improper disposal of waste can carry criminal and civil consequences. If your goods generate waste, residues, or contamination while in storage, you must promptly take all necessary steps to remove the hazard and cover any resulting costs. We may charge for cleaning, decontamination, removal, specialist handling, environmental reporting, and any third-party fees arising from your breach of this clause.
7. Access, Collections, and Release of Goods
Any access, collection, or delivery arrangements are subject to our operational procedures and security requirements. We may require advance notice before access is granted. We may restrict access where necessary for safety, maintenance, stock checks, suspected breach of contract, or reasons beyond our control. You must present any required identification and comply with sign-in, escort, or supervision requirements.
When removing goods, you must ensure that all charges due have been paid and that the collection is carried out in a safe and orderly manner. We may delay release if payment is outstanding, if documentation is incomplete, or if we reasonably suspect that the person requesting release is not authorised. If items remain uncollected after termination or expiry of the agreed period, we may continue to charge storage or holding fees until the goods are removed, and we may take further steps permitted by law.
If we need to move, handle, or rearrange your goods for operational reasons, we will do so with reasonable care, but at your risk except where loss or damage is caused by our negligence and cannot lawfully be excluded. You are responsible for ensuring that the goods are capable of being safely moved within normal operational constraints.
8. General Legal Terms
We may update these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that booking unless a change is required by law or is necessary for safety, security, or operational reasons. If any clause is found to be invalid or unenforceable, the remaining clauses will continue in full force and effect. No failure or delay by us in enforcing any right shall operate as a waiver of that right.
These terms are intended to be fair and reasonable under UK law. Nothing in them is intended to create rights for third parties under the Contracts (Rights of Third Parties) Act 1999, unless we expressly state otherwise in writing. You may not assign or transfer your rights under these terms without our prior written consent. We may assign or subcontract any of our rights or obligations where doing so does not materially prejudice your rights under the contract.
The contract between you and Stora London is governed by the laws of England and Wales. Any dispute arising out of or in connection with these Terms and Conditions will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law requires otherwise. By using the service, you confirm that you have read, understood, and accepted these terms in full.
