Storage Frognal Terms and Conditions of Service
These Terms and Conditions set out the basis on which Storage Frognal provides storage, removal, and related services to consumer and business customers in the United Kingdom. By making a booking, paying a deposit, using our storage facilities, or otherwise instructing us to carry out work, you agree to be bound by these Terms and Conditions.
If you do not agree with any part of these Terms and Conditions, you should not proceed with a booking or use our services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Customer means the person, firm or company who requests or purchases services from Storage Frognal.
Services means all services supplied by Storage Frognal, including but not limited to removals, packing, storage, handling, transport, loading and unloading.
Goods means all items, property or effects which are the subject of the Services.
Storage Frognal, we, us, and our refer to the provider of the Services trading under the name Storage Frognal.
Contract means the agreement between you and Storage Frognal incorporating these Terms and Conditions.
2. Scope of Services
Storage Frognal provides removal and storage services including domestic and commercial removals, packing and unpacking, short-term and long-term storage, and related handling and logistics services. Specific services to be supplied will be detailed in the quotation and booking confirmation issued to you.
We reserve the right to refuse to provide Services where it would be unlawful, unsafe, impractical, or where the Goods are prohibited under these Terms and Conditions.
3. Quotations and Pricing
All quotations are based on the information provided by you at the time of enquiry. Quotations generally specify the nature of the Services, estimated volume or weight, collection and delivery points, anticipated duration of work and any special requirements.
Quotations are normally valid for the period stated in the quotation, after which we may revise the price. If no validity period is stated, quotations are valid for 30 days from the date of issue, subject to availability of our resources.
We reserve the right to amend the quotation or charge additional fees where:
The information you provided was inaccurate or incomplete.
Additional Goods, items or services are added after the quotation is given.
Access conditions change or are more difficult than reasonably anticipated, including but not limited to parking restrictions, stairs, narrow access or delays caused by third parties.
Work is carried out on different dates or times than those originally quoted, including evenings, weekends or bank holidays.
Extra waiting time or delays arise beyond our reasonable control, such as delays in obtaining keys, building access, or third-party contractors.
Prices are stated exclusive of any applicable taxes or government charges unless expressly stated otherwise. Where applicable, such charges will be added to your invoice at the prevailing rate.
4. Booking Process
A booking is only confirmed when you receive a booking confirmation from us and, where required, pay the applicable deposit or prepayment. We may provide verbal or written quotations without obligation, but no Contract shall exist until we confirm acceptance of your booking.
When making a booking you must provide accurate and complete information including property access details, parking constraints, the nature and approximate quantity of Goods, any heavy or unusual items, and any restrictions on working hours or building regulations.
You must inform us as soon as reasonably possible of any changes to your requirements. Changes may affect price, availability, and the timing of the Services.
Bookings are subject to resource availability. We may decline or reschedule a booking where we cannot reasonably provide the Services safely or on the requested dates.
5. Payments and Deposits
We may require a deposit or full prepayment in order to confirm your booking. The amount and timing of any deposit or prepayment will be stated in your quotation or booking confirmation.
Unless agreed otherwise in writing, payment terms are as follows.
For removal services, payment is due in cleared funds before or on the day the work commences.
For storage services, the first storage period is payable in advance, and subsequent storage fees are payable in advance at the intervals stated in your storage agreement.
Additional charges, including charges for extended storage, additional items, waiting time or services requested on the day, are payable upon invoice or as otherwise notified to you.
If payment is not received by the due date, we may:
Withhold performance of Services, including refusing to load, transport or deliver Goods.
Charge interest on overdue amounts at the statutory rate or at a reasonable commercial rate, calculated from the due date until payment is received in full.
Exercise a lien over the Goods in our possession, meaning we may retain them until all outstanding sums are paid in full.
Recover from you all costs and expenses reasonably incurred in obtaining payment, including legal and debt recovery costs.
6. Cancellations and Postponements
You may cancel or postpone your booking by giving us written notice. The following charges may apply based on the time remaining before the scheduled start of Services.
If you cancel more than 10 working days before the scheduled date, you may receive a refund of any sums paid, minus any reasonable administration or non-refundable costs we have incurred.
If you cancel between 5 and 10 working days before the scheduled date, we may charge up to 50 percent of the quoted price.
If you cancel less than 5 working days before the scheduled date, we may charge up to 100 percent of the quoted price.
Postponements may be treated as cancellations and re-bookings and may incur charges as set out above. Any waiver or reduction of cancellation charges is at our discretion.
If we need to cancel or significantly postpone Services due to circumstances beyond our reasonable control, such as severe weather, accidents, road closures, industrial action, or staff illness, we will notify you as soon as reasonably possible and offer a re-arranged date. Our liability for such cancellation or postponement is limited to the return of any fees paid for the affected services or rescheduling, and we will not be liable for consequential loss or indirect costs.
7. Customer Responsibilities
You agree to:
Provide us, our employees and contractors with safe and reasonable access to your premises, including suitable parking arrangements and any necessary permissions or permits.
Ensure that Goods are properly prepared and packed unless you have requested and paid for professional packing services from us.
Ensure that any appliances are disconnected, defrosted, drained and secured where appropriate.
Remove or safely secure all personal, delicate or high-value items before the Services commence, if you have agreed to move such items yourself.
Be present or represented by a responsible adult at the premises during collection and delivery, to provide access, instructions and approvals.
Comply with all applicable laws, regulations, and building or site rules relating to the removal and storage of Goods.
8. Goods Not Accepted for Carriage or Storage
Unless we have expressly agreed in writing and any additional conditions have been complied with, we do not accept for carriage or storage:
Livestock or pets.
Perishable goods or items requiring controlled environments.
Hazardous, flammable, explosive or illegal substances, including but not limited to gas cylinders, paints, solvents, fireworks, weapons, ammunition, and drugs.
Cash, securities, jewellery, watches, precious metals, stamps, coins or collections of high monetary value.
Valuable documents, deeds, bonds or similar items.
Any other items which may be prohibited by law or by local regulations relevant to the premises.
If you include any prohibited or unsafe items without our knowledge or consent, you will be responsible for all resulting loss, damage, costs, fines or claims. We may dispose of such items without notice where necessary to comply with law or safety requirements.
9. Storage Terms
Where we provide storage services, your Goods may be stored in containers, units or shared storage areas as we deem appropriate. We will exercise reasonable care in handling and storing your Goods.
You are not entitled to access the storage area without prior arrangement and supervision. We may apply reasonable rules for visiting times, notice periods and security procedures.
Storage charges are payable in advance at the intervals specified in your storage agreement. If storage fees remain unpaid, we reserve the right to exercise a lien, restrict access to Goods, and ultimately to sell or dispose of Goods in accordance with applicable law to recover outstanding sums and reasonable costs.
10. Waste Regulations and Disposal
You must not leave waste, unwanted items or rubbish on premises without proper disposal arrangements. Storage Frognal is not a waste carrier or disposal facility unless we have expressly agreed to provide a clearance or disposal service in your quotation.
If you request disposal of items, we will handle them in accordance with applicable waste management laws and regulations. Additional charges may apply for disposal, recycling, special handling of bulky items, or items classified as restricted or hazardous waste.
You remain responsible for ensuring that items you ask us to transport or store are lawful and suitable for the type of service requested. In the event that we incur costs, fines or penalties due to your failure to comply with waste or environmental regulations, you will be liable to indemnify us for all such sums and associated expenses.
11. Liability and Limitations
We will exercise reasonable care and skill in providing the Services. Our liability for loss of or damage to Goods is subject to the terms in this section.
We will not be liable for loss or damage arising from:
Normal wear and tear, natural deterioration or leakage.
Inherent defects in the Goods, including faulty design, construction or materials.
Goods packed by you or third parties, where we have not packed or inspected the contents.
Acts or omissions of the Customer or third parties, including where instructions are incomplete, inaccurate or ambiguous.
Events beyond our reasonable control, including fire, flood, severe weather, theft, vandalism, war, civil disturbance, terrorism, industrial action, road traffic incidents, or delays caused by public utilities or authorities.
We will not be liable for any indirect or consequential loss, including loss of profit, loss of opportunity, loss of use or loss of enjoyment.
Where we are found liable for loss of or damage to Goods, our liability may be limited to a reasonable estimate of the current market value of the affected items, taking account of age, condition and depreciation, and may be subject to an overall cap per Contract as notified in your quotation or storage agreement.
You are encouraged to arrange adequate insurance for your Goods. If you request insurance through us, any such cover will be subject to separate policy terms and conditions issued by the insurer.
Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded.
12. Claims and Complaints
If you believe that loss of or damage to Goods has occurred, you must notify us in writing as soon as reasonably practicable and in any event within the time period specified in your quotation, storage agreement or other documentation. You should provide supporting details and evidence of the alleged loss or damage.
Failure to notify us within a reasonable time may prejudice our ability to investigate and may affect any claim you wish to bring.
We will consider complaints in good faith and aim to respond within a reasonable timescale. Where a claim is accepted, we may choose at our discretion to repair, replace or compensate for the affected items, subject to the limitations set out in these Terms and Conditions.
13. Data Protection and Privacy
We will collect and process personal data that you provide to us for the purposes of managing your booking, performing the Services, handling payments, complying with legal obligations and for related administrative purposes.
We will take appropriate measures to safeguard your personal data and will only share it where necessary with third parties involved in the delivery of the Services, regulatory bodies or where required by law.
Further information about how we handle personal data may be provided in a separate privacy notice or policy.
14. Termination
We may terminate the Contract with immediate effect by giving you written notice if:
You commit a serious or persistent breach of these Terms and Conditions and, where the breach is remediable, fail to remedy it within a reasonable time after being notified.
You fail to pay any sum due by the required date and do not rectify this within a reasonable period after notice.
Providing the Services becomes unlawful or impossible due to circumstances beyond our reasonable control.
Upon termination, all sums owing become immediately due. We may exercise our lien over Goods, continue to charge storage fees, or take reasonable steps to dispose of Goods in accordance with applicable law where charges remain unpaid.
15. Changes to Terms and Conditions
We may update or amend these Terms and Conditions from time to time to reflect changes in law, regulatory guidance, industry practice or our business operations. The version in force at the time of your booking will normally apply to that Contract. Updated terms may be provided or made available to you for future services.
16. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the Services, shall be governed by and construed in accordance with the laws of England and Wales.
You and Storage Frognal agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter, save that consumers resident elsewhere in the United Kingdom may also rely on any mandatory protections afforded by the laws of their country of residence.
17. General Provisions
If any provision of these Terms and Conditions is held to be invalid, unlawful or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.
No failure or delay by Storage Frognal in exercising any right or remedy shall operate as a waiver of that or any other right or remedy.
You may not assign or transfer your rights or obligations under the Contract without our prior written consent. We may assign or subcontract any of our rights and obligations where necessary to perform the Services, provided that this does not reduce the level of protection afforded to you under these Terms and Conditions.
These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between you and Storage Frognal in relation to the Services and supersede any prior representations, understandings or agreements, whether oral or written.
