Storage Downe Terms and Conditions of Service
These Terms and Conditions set out the basis on which Storage Downe provides removals, transportation, handling, and storage services within the United Kingdom. By making a booking or allowing work to commence, you agree that these Terms and Conditions form the entire agreement between you and Storage Downe for the services supplied.
These terms are intended for private and business customers using our removal and storage services. They are in addition to any non conflicting terms printed or referred to on quotes, invoices, or other service documents.
1. Definitions
In these Terms and Conditions, the following words have the meanings given:
Customer means the person, firm, or organisation that requests and agrees to purchase services from Storage Downe.
Services means any removal, packing, handling, loading, unloading, transport, storage, or associated services provided by Storage Downe.
Goods means the items and property that the Customer asks Storage Downe to move, handle, or store.
Contract means the legally binding agreement between Storage Downe and the Customer formed in accordance with these terms.
Writing or written includes electronic communications such as online forms and standard digital documents, but not social media messages.
2. Booking Process
2.1 A booking is made when the Customer accepts a quotation or service proposal issued by Storage Downe and Storage Downe confirms that booking in writing. Quotations may be based on information you provide, a site visit, or a virtual survey.
2.2 The Customer must ensure that all information given to Storage Downe about addresses, access, property layout, parking, items to be moved, and any special requirements is complete and accurate. Storage Downe is entitled to rely on this information when preparing a quotation and scheduling work.
2.3 Any quotation is usually issued for a specified period. If the Customer confirms a booking after that period or asks for material changes to the service, Storage Downe may issue a revised quotation.
2.4 Bookings are subject to availability of vehicles, personnel, and storage space on the requested dates. Storage Downe is not obliged to accept a booking until it has been confirmed in writing.
2.5 Where access or parking restrictions apply at either property, the Customer must obtain any necessary permissions, permits, or dispensations before the service date. Any costs or delays arising from failure to do so may be charged to the Customer.
3. Services Provided
3.1 Storage Downe will carry out the Services with reasonable skill and care appropriate for a professional removal and storage company. Services may include packing, dismantling and reassembly of basic furniture, loading, transport, unloading, and storage.
3.2 Unless specifically agreed in writing, Services do not include:
Disconnecting or reconnecting appliances or equipment, including gas, water, or electrical fittings.
Removing items fixed to walls, ceilings, or floors where specialist tools, trades, or certifications are required.
Handling items that exceed safe manual handling limits or are unsafe to move without special equipment.
3.3 Storage Downe may refuse to handle any Goods that in its reasonable opinion are hazardous, illegal, contaminated, infested, perishable, or likely to cause damage or risk to people, property, or other goods.
3.4 The Customer is responsible for ensuring that the premises are safe and reasonably clear for access, and that floors and walkways are free from avoidable hazards during the move.
4. Payment Terms
4.1 Unless otherwise agreed in writing, payment in full for removal services is due in advance or on completion of loading on the first day of the move. For storage, payment is usually due monthly in advance.
4.2 Storage Downe may require a deposit at the time of booking. The amount and due date of any deposit will be set out in the quotation or confirmation.
4.3 Storage Downe reserves the right to withhold performance of the Services or refuse to begin the move where deposits or agreed advance payments have not been received in cleared funds by the due date.
4.4 If the Customer fails to make any payment by the due date, Storage Downe may charge interest on the overdue amount at a reasonable commercial rate until payment is received in full, together with any reasonable costs of collection.
4.5 Prices for the Services are based on the information provided and any assumptions set out in the quotation. Storage Downe may charge reasonable additional amounts if:
The volume or nature of the Goods is greater than stated.
Access is worse than described, for example because of narrow stairs, long carries, or blocked access routes.
Work is required outside normal working hours because of delays beyond Storage Downe's reasonable control.
Additional services are requested or required on the day that were not included in the quotation.
5. Cancellations and Postponements
5.1 The Customer may cancel or postpone a booking by giving Storage Downe written notice. The date of cancellation is the date on which the notice is actually received.
5.2 Storage Downe may apply cancellation or postponement charges to cover any costs, loss of business, or resource allocation already committed. These may include:
A small administrative charge where the move is cancelled well in advance.
A percentage of the quoted price if the move is cancelled or significantly changed within a short period before the scheduled date.
In certain cases, the full price may be payable when cancellation occurs on the day of the move or after the team has been dispatched.
5.3 Any specific cancellation schedule or percentages will be set out in the quotation or booking confirmation. Where no schedule is set out, Storage Downe will act reasonably in assessing cancellation charges, taking into account the timing and any savings actually made.
5.4 If Storage Downe needs to cancel or significantly change the booking because of circumstances beyond its reasonable control, it will notify the Customer as soon as practicable and offer an alternative date where possible. Storage Downe will not be liable for any indirect losses caused by such changes.
6. Customer Responsibilities
6.1 The Customer must:
Ensure that they or an authorised representative are present during collection and delivery unless otherwise agreed.
Check that nothing that should be moved is left behind and that nothing is taken away in error.
Secure or remove personal documents, money, jewellery, and other small valuable items before the move.
Notify Storage Downe in advance of any special handling requirements, delicate items, or high value goods.
6.2 The Customer warrants that they own the Goods or have full authority from the owner to enter into the Contract and that no other person has rights that would conflict with this arrangement.
6.3 The Customer must not ask Storage Downe to move or store items that are prohibited, unsafe, illegal, or unsuitable, including but not limited to:
Explosives, firearms, or ammunition.
Compressed gas cylinders, fuel, chemicals, or flammable liquids.
Waste, dangerous goods, or items likely to attract pests.
Perishable or living items such as plants, animals, or food unless specifically agreed.
7. Storage Terms
7.1 Goods accepted into storage will be stored in a facility and manner chosen by Storage Downe, exercising reasonable care to protect them from normal risks such as theft, fire, or weather exposure.
7.2 Storage charges are usually calculated monthly and payable in advance. Storage Downe may review and adjust storage charges from time to time by giving reasonable notice.
7.3 The Customer must keep Storage Downe informed of their current contact details and postal address while Goods are in storage. Notices sent to the last address provided will be treated as properly delivered.
7.4 Storage Downe may exercise a lien over the Goods for any unpaid sums due under the Contract. This means that Goods may not be removed from storage until all outstanding charges and reasonable costs have been paid in full.
7.5 If any sum remains unpaid after reasonable written notice, Storage Downe may, as a last resort and in accordance with applicable law, sell or otherwise dispose of some or all of the Goods to recover unpaid charges and reasonable expenses. Any surplus will be held for the Customer.
8. Liability and Limitations
8.1 Storage Downe will exercise reasonable care and skill in handling and storing the Goods. Its liability for loss of or damage to Goods is subject to the limitations and exclusions in this section.
8.2 Unless otherwise agreed in writing or covered by specific insurance arranged by or on behalf of the Customer, Storage Downe's liability for loss of or damage to Goods, however arising, is limited to a reasonable amount per item or per consignment, taking into account the type and age of the Goods and the fees paid for the Services.
8.3 Storage Downe will not be liable for:
Loss or damage arising from the inherent characteristics or defects of the Goods, including wear and tear, leakage, or fragility.
Damage to furniture or flat pack items that were not suitably dismantled or were assembled using weak or unsuitable fittings.
Loss of or damage to valuables, money, jewellery, watches, documents, or collections unless specifically declared and accepted in writing.
Loss or damage caused by war, terrorism, civil unrest, strikes, industrial action, or other events beyond reasonable control.
8.4 Storage Downe does not exclude or limit liability for death or personal injury caused by its negligence, or for any other liability that cannot lawfully be excluded under applicable law.
8.5 The Customer is encouraged to obtain suitable insurance for the full replacement value of the Goods being moved or stored. In some cases Storage Downe may offer or arrange insurance cover subject to separate terms and conditions.
8.6 Any claim for loss or damage must be notified to Storage Downe in writing as soon as reasonably possible and in any event within a reasonable period after delivery or discovery. The Customer must give Storage Downe a fair opportunity to inspect the damage and investigate the circumstances.
9. Waste and Environmental Regulations
9.1 Storage Downe operates in accordance with relevant UK waste and environmental regulations. It is not a general waste carrier and will not remove household, construction, or hazardous waste except where agreed in advance and permitted by law.
9.2 The Customer must not present items for removal or storage that are classed as controlled, hazardous, clinical, or prohibited wastes. Such items include but are not limited to chemicals, solvents, asbestos, gas bottles, paint tins containing liquid, and contaminated materials.
9.3 Where Storage Downe agrees to remove unwanted items or dispose of certain Goods on behalf of the Customer, this will be treated as a separate service and may be subject to additional charges to cover lawful disposal, handling, and transport costs.
9.4 Storage Downe may refuse to remove any item that appears to be unsafe, contaminated, or not suitable for transport or storage under applicable health, safety, or environmental rules.
10. Access, Parking, and Property Damage
10.1 The Customer is responsible for arranging suitable parking and access at both collection and delivery addresses. Any parking fees, penalty charges, or enforcement costs incurred due to lack of appropriate arrangements may be charged to the Customer.
10.2 Storage Downe will take reasonable care to avoid damage to property while carrying out the Services. However, minor scuffs or marks can occur during moves, especially in tight spaces. The Customer is responsible for taking reasonable precautions such as protecting floors, bannisters, and door frames if they are of particular concern.
10.3 Storage Downe is not responsible for damage caused by moving items through narrow or awkward spaces where the Customer has asked for movement to proceed despite a clear risk of damage.
11. Data Protection and Privacy
11.1 Storage Downe will collect and use personal information provided by the Customer to arrange and carry out the Services, process payments, manage accounts, and meet legal obligations.
11.2 Personal information will be handled in accordance with applicable data protection laws in the United Kingdom. Storage Downe will not sell personal data and will only share it with third parties where necessary to provide the Services, process payments, comply with legal requirements, or where the Customer has given consent.
12. Complaints and Dispute Resolution
12.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with Storage Downe as soon as possible so that it can attempt to resolve the matter promptly and fairly.
12.2 Storage Downe will investigate complaints in good faith and may request reasonable evidence, photographs, or further information to assess any claim.
12.3 If a dispute cannot be resolved by discussion or written correspondence, the parties may consider mediation or another form of alternative dispute resolution, without prejudice to the right to commence legal proceedings.
13. Governing Law and Jurisdiction
13.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Services shall be governed by and construed in accordance with the laws of England and Wales.
13.2 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, the Contract, or the Services, subject to any mandatory rights that consumers may have under applicable law.
14. General Provisions
14.1 If any part of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, that part will be treated as deleted, but the remaining provisions will continue in full force and effect.
14.2 No failure or delay by Storage Downe in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of such right or remedy or prevent its future exercise.
14.3 The Contract is between Storage Downe and the Customer. No other person shall have any rights to enforce any of its terms.
14.4 Storage Downe may amend these Terms and Conditions from time to time. The version that applies to a particular booking will be the version in force on the date that Storage Downe confirms that booking in writing.
By proceeding with a booking or allowing Services to commence, the Customer confirms that they have read, understood, and agree to be bound by these Terms and Conditions.
