Storage Whetstone Terms and Conditions of Service

These Terms and Conditions set out the basis on which Storage Whetstone provides removal, storage and associated services within the United Kingdom. By placing a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Client means the individual or business who requests or receives services from Storage Whetstone.

Company means Storage Whetstone, the provider of removal and storage services.

Services means any removal, transport, packing, storage, loading, unloading, or related services provided by the Company.

Goods means the items, belongings or property that are the subject of the Services.

Contract means the agreement between the Client and the Company comprising these Terms and Conditions and any written confirmation or quotation issued by the Company.

2. Scope of Services

The Company provides household and business removal, storage, and related services within the UK service area as agreed at the time of booking. Specific services may include collection, transport, delivery, storage, packing and unpacking, subject to the quotation and any written confirmation provided by the Company.

The Company reserves the right to refuse to carry or store any Goods that are unsafe, unlawful, or otherwise unsuitable for removal or storage, including but not limited to hazardous materials, perishable items, live animals, illegal goods, or items of exceptionally high value that have not been declared and agreed in writing.

3. Booking Process

3.1 A booking request may be made by the Client in writing or through any booking system operated by the Company. All bookings are subject to acceptance and confirmation by the Company.

3.2 The Company may provide an estimate or quotation based on information supplied by the Client. The Client is responsible for providing accurate details, including but not limited to property access, distance, parking conditions, volume and nature of Goods, and any special handling requirements.

3.3 A Contract is formed only when the Company issues written confirmation of the booking, which may be by formal quotation acceptance, written correspondence, or booking confirmation document. The Contract will incorporate these Terms and Conditions in full.

3.4 Any changes required by the Client after booking, including changes to dates, addresses, access, volume of Goods or service type, are subject to the Company’s agreement and may result in additional charges or revised scheduling.

4. Quotations and Charges

4.1 Unless otherwise stated in writing, all quotations are estimates based on the information provided by the Client and are subject to amendment if that information proves to be incomplete or inaccurate.

4.2 Quotations generally cover the Services expressly stated within them. Additional services, such as packing, dismantling or assembly, long carry distances, waiting time, or parking fees, may be charged separately, either in advance or upon completion.

4.3 The Company may adjust its charges if:

a. The Services are carried out on a different date or time from that originally agreed.

b. The volume or nature of the Goods differs from that described at the time of quotation.

c. Access conditions at collection or delivery addresses are materially more difficult than advised.

d. There are delays outside the Company’s control, including but not limited to waiting for keys, third party delays, traffic disruptions, or client-caused waiting time.

4.4 All charges are exclusive of any applicable taxes or government levies unless expressly stated otherwise.

5. Payments

5.1 Payment terms will be confirmed at the time of booking. Unless otherwise agreed in writing, the Client must pay all charges in full before the Services commence.

5.2 For storage services, ongoing fees are payable in advance for each storage period as specified in the storage agreement or invoice. The Company may charge interest or apply late payment fees if storage fees are overdue.

5.3 The Company reserves the right to withhold performance of the Services, retain Goods in its possession, or refuse to deliver Goods if payment has not been received in full in accordance with the Contract.

5.4 If the Client disputes any part of an invoice, the undisputed portion must still be paid by the due date. Any disputes must be raised promptly and in writing with supporting details.

6. Cancellations and Postponements

6.1 The Client may cancel or postpone a booking by notifying the Company in writing. The following charges may apply, unless otherwise required by law or specifically agreed:

a. Cancellation or postponement more than 10 working days before the agreed start date: no cancellation fee may be charged, save for any non-refundable third party costs already incurred.

b. Cancellation or postponement within 10 to 3 working days of the agreed start date: the Company may charge up to 50 percent of the quoted removal fee.

c. Cancellation or postponement within 2 working days of the agreed start date or on the day of service: the Company may charge up to 100 percent of the quoted removal fee.

6.2 For storage contracts, the Client must provide any required notice period to terminate storage, as set out in the storage agreement or invoice. Fees may remain payable for the full notice period.

6.3 If the Company is unable to perform the Services due to circumstances beyond its reasonable control, including but not limited to severe weather, road closures, accidents, industrial action, or legal restrictions, it may suspend, rearrange or cancel the Services. In such cases, the Company will seek to rearrange the Services, and its liability will be limited as set out in these Terms and Conditions.

7. Client Responsibilities

7.1 The Client is responsible for:

a. Ensuring that all Goods are ready for removal or storage in a safe and suitable condition.

b. Arranging suitable parking and access at both collection and delivery addresses, including any necessary permits or permissions.

c. Ensuring that all Goods are properly packed, unless the Company has agreed to provide packing services.

d. Removing or securing any fixtures, fittings, or equipment to be transported, and disconnecting appliances, unless otherwise agreed.

e. Ensuring that no hazardous, perishable, illegal, or prohibited items are included with the Goods.

7.2 The Client must be present, or appoint a representative, at the start and completion of the Services to provide instructions and sign any relevant documents, unless otherwise agreed in advance.

8. Company Responsibilities

8.1 The Company will exercise reasonable skill and care in providing the Services in accordance with the Contract.

8.2 The Company will take reasonable steps to protect Goods from loss or damage while they are in its custody and control, subject to the limitations and exclusions set out in these Terms and Conditions.

8.3 The Company will act in accordance with relevant UK laws and regulations applicable to its services, including health and safety, road transport, and waste regulations where applicable.

9. Storage Terms

9.1 Where the Company provides storage services, the Goods will be stored at a facility chosen by the Company. The Company may move the Goods between facilities, provided that such moves do not materially affect the safety or condition of the Goods.

9.2 Storage fees are payable in advance at the rate agreed. If storage fees are not paid on time, the Company may exercise a lien over the Goods, retain them until payment is made, and ultimately dispose of them in accordance with applicable law and these Terms and Conditions.

9.3 The Client must notify the Company promptly of any change in contact details or correspondence address while Goods are in storage. The Company will rely on the last contact details provided by the Client for any notices.

10. Waste and Environmental Regulations

10.1 The Company operates in accordance with applicable UK waste and environmental regulations. The Company is not obliged to remove, transport or dispose of waste unless expressly agreed as part of the Contract.

10.2 If the Company agrees to remove items for disposal, such removal will be treated as a separate service and charged accordingly. Items will be disposed of through authorised channels in line with relevant regulations.

10.3 The Client must not present waste, hazardous materials or items requiring special handling, such as chemicals, asbestos, gas cylinders or clinical waste, unless this has been disclosed in advance and specifically agreed in writing. The Company may refuse to handle such items or may impose additional charges.

10.4 If the Client causes the Company to handle waste or prohibited materials in breach of regulations, the Client will be responsible for any resulting fines, penalties, costs, or legal liabilities incurred by the Company.

11. Liability and Limitations

11.1 The Company will be liable for loss of or damage to Goods only where such loss or damage arises from the Company’s negligence or breach of contract, subject to the exclusions and limits below.

11.2 The Company will not be liable for:

a. Loss or damage arising from inherent defects, natural deterioration, or pre-existing damage in the Goods.

b. Loss of or damage to items packed by the Client, unless there is clear evidence of mishandling by the Company.

c. Losses arising from delays, missed appointments, or inability to complete Services due to circumstances beyond the Company’s reasonable control.

d. Indirect or consequential loss, such as loss of profit, loss of business, or loss of opportunity.

11.3 Any liability of the Company for loss of or damage to Goods will, unless otherwise stated or required by law, be limited to a reasonable amount based on the value of the Goods or a sum per item or per consignment as specified in the quotation or contract documentation.

11.4 The Client is encouraged to arrange adequate insurance cover for the Goods for the full duration of the Services, including storage where applicable. Any insurance offered or arranged by the Company shall be subject to separate terms and conditions, if applicable.

11.5 Nothing in these Terms and Conditions limits or excludes any liability which cannot legally be limited or excluded, including death or personal injury caused by negligence, or fraud.

12. Claims and Complaints

12.1 The Client must inspect the Goods as soon as reasonably possible after completion of the Services or delivery from storage.

12.2 Any visible loss or damage must be notified to the Company in writing within a reasonable period, and in any event not later than seven days after completion of the Services or delivery from storage, unless a longer period is required by law.

12.3 For loss or damage not immediately apparent, the Client must notify the Company in writing as soon as reasonably practicable after discovery and provide reasonable evidence of the loss or damage.

12.4 The Company will investigate any claim or complaint in good faith and may request supporting documentation, including photographs, inventory lists, or proof of value. The Client must cooperate with such investigations.

13. Right of Lien and Disposal of Goods

13.1 The Company has a lien over the Goods for all sums due under the Contract, including storage charges and any additional costs or expenses.

13.2 If any amount remains unpaid for a reasonable period, the Company may give notice to the Client requiring payment by a specified date. If payment is not received, the Company may sell or otherwise dispose of some or all of the Goods, applying the proceeds towards the outstanding amounts and any reasonable sale or disposal costs.

13.3 Any balance remaining after such sale or disposal, after deduction of all sums due, will be held for the Client, subject to the Client providing appropriate identification and proof of entitlement.

14. Data Protection

14.1 The Company will process personal data relating to the Client and, where relevant, its representatives, in accordance with applicable UK data protection laws.

14.2 Personal data may be used for the purposes of fulfilling the Contract, managing accounts, handling queries or complaints, and complying with legal obligations.

15. Termination

15.1 Either party may terminate the Contract immediately by written notice if the other party commits a material breach of these Terms and Conditions and, where the breach is remediable, fails to remedy it within a reasonable period after receiving written notice to do so.

15.2 The Company may terminate or suspend the Services if the Client fails to pay any sums due, becomes insolvent or appears unable to pay its debts, or behaves in a manner that makes it unreasonable or unsafe for the Company to continue providing the Services.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them, the Services, or the Contract will be governed by and construed in accordance with the laws of England and Wales.

16.2 The parties agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the Services, save where mandatory local law provides otherwise for consumers.

17. General Provisions

17.1 If any provision of these Terms and Conditions is found by a court or competent authority to be invalid or unenforceable, that provision will be interpreted so as to give effect to the intention of the parties, and the remaining provisions will remain in full force and effect.

17.2 The failure or delay of the Company to enforce any right or remedy under these Terms and Conditions does not constitute a waiver of that right or remedy.

17.3 The Contract is between the Client and the Company only. No third party has any rights to enforce any terms of the Contract.

17.4 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that Contract, unless changes are required by law or agreed with the Client in writing.