Terms and Conditions

Appendix 2 – Existing Storage Customer Notification

Dear XXXX,

We hope you are well.

We have updated our terms and conditions, and a copy is attached for your review. Our new terms and conditions are similar to the previous version. However, there are some key differences.

Please review the attached Self Storage Agreement and contact us with any questions. Unless we hear from you to the contrary, our new terms and conditions will apply in 28 days and fully replace any previous agreement(s) we have had with you.

OPTION A: CUSTOMER WHO ARRANGES INSURANCE ELSEWHERE

Our new terms and conditions maintain the requirement for you to arrange adequate insurance for your goods for the duration of storage.

You have previously confirmed that you have arranged your own insurance elsewhere. If you do not currently purchase insurance for your goods, we can provide liability protection for you on a new replacement basis.

StoreProtect is an optional extension to our standard contract that allows us to accept liability for loss or damage to your goods in certain circumstances.

Our liability under StoreProtect is accepted on a new replacement basis for most goods you store. However, there are restrictions for some items, such as jewellery, watches, furs, fine art, beers, wines, and electrical items. We cannot offer StoreProtect for motorcars stored outside a unit or food/perishable items.

Please read our Self Storage Agreement [LINK] and StoreProtect Addendum [LINK] for full details of the protection we can provide.

To benefit from StoreProtect, you must confirm that you wish to opt-in and declare an updated new replacement value for all goods stored (known as the Maximum Replacement Value). You must also agree to pay our additional charges.

If you do not opt for StoreProtect, our standard terms limit our liability for your goods to a maximum of £100. You also continue to be required to arrange insurance at your own expense for your stated Maximum Reinstatement Value for the duration of storage.

You have previously declared a value of £X,XXX. This figure shall act as your declared Maximum Replacement Value until you notify us otherwise, as this is a requirement whether or not you opt for StoreProtect.

Please let us know if you have any questions.

OPTION B: EXISTING INSURANCE PURCHASER

Further, we can no longer sell insurance to you due to insurance regulation changes. We can, however, offer an enhanced liability under our new terms and conditions, which provides similar protection. Please read the StoreProtect section of our website [LINK] and the attached StoreProtect Addendum for further information.

As you have previously purchased insurance from us, you will be automatically enrolled into StoreProtect 28 days from now with a Maximum Replacement Value of £X,XXX. Please review our new agreement and StoreProtect Addendum and notify us if you have any questions as soon as possible. You must also inform us if you need to change your Maximum Replacement Value (please see the How do I calculate my Maximum Replacement Value? section of our website for further information).

Finally, our StoreProtect Charges are subject to VAT at the prevailing rate of 20%. As this tax rate is higher than the previously applied Insurance Premium Tax rate (charged at 12%), our charges will increase accordingly at your next billing date. OR The total cost to you will not change after the increased tax rate is applied to our charges.

Please let us know if you have any questions.

Appendix 3 – Suggested Website Language

StoreProtect

We can provide protection for your stored goods on a new replacement basis.

StoreProtect is an extension to our standard contract that allows us to accept liability for loss or damage to your goods in certain circumstances.

Please read our Self Storage Agreement [LINK] and StoreProtect Addendum [LINK] for full details of the protection we can provide.

To benefit from StoreProtect, you must declare an appropriate new replacement value for all goods stored (known as the Maximum Replacement Value). This figure must be adequate to include all goods at all times.

If you do not opt for StoreProtect, our standard terms limit our liability for your goods to a maximum of £100. You are also required to arrange insurance at your own expense for your stated Maximum Reinstatement Value for the duration of storage.

FAQs

Do I have to insure my goods?

Our Self Storage Agreement requires you to either: accept our enhanced liability protection under StoreProtect; or arrange insurance at your own expense for your stated Maximum Reinstatement Value for the duration of storage.

Please refer to our StoreProtect page for more information [LINK]

How do I calculate my Maximum Replacement Value?

We must understand the total value of all goods stored with us, even if you arrange insurance elsewhere. It is, therefore, a requirement for all customers to declare a suitable Maximum Replacement Value and to ensure it remains adequate for the storage period.

Your Maximum Replacement Value must represent the total current cost of replacing all stored property as new, except the following items where the replacement cost is calculated differently:

household linen and clothing, motorcars, motorbikes, boats, caravans, motorhomes and any other motorised vehicle, where the Replacement Value allows for the age, quality, degree of use, existing damage and consequent market value;
any goods which cannot be purchased new (such as antiques or works of art, for example), where the replacement value shall be the current market value; and
documents, where the Replacement Value shall be calculated as the physical cost of replacing the documents and/or cost of reprinting, re-issue and/or reconstitution, but excluding the value of the information contained in the documents

If you opt for StoreProtect:

If the Maximum Replacement Value you provide is less than the actual total Replacement Value of all of your property stored at the time of loss or damage, then our liability under StoreProtect will be reduced to reflect the proportion that your Maximum Replacement Value bears to the actual total Replacement Value ("Proportional Reduction").

For example: if the total replacement value of your property is £10,000, but you have declared a Maximum Replacement Value of £5,000, our liability will be reduced by 50%. So, if £3,000 worth of Your Property is lost or damaged, our liability would be £1,500.

Please read our Self Storage Agreement [LINK] and StoreProtect Addendum [LINK] for further information.

Is there anything I can't store?

There are certain items which are not suitable for storage. Please see the following list, and also refer to condition 6.3 of our Self Storage Agreement:

You must not store (or allow any other person to store) any of the following in the Unit:

food or perishable goods unless securely packed in hard plastic or glass containers so they are protected from and do not attract vermin;
any living creatures;
E-scooters, E-Bikes, E-Skateboards or any battery-powered vehicles of any similar kind;
combustible or flammable substances such as gas, paint, petrol, oil, cleaning solvents or compressed gases;
firearms, explosives, weapons or ammunition;
chemicals, radioactive materials, biological agents, toxic waste, asbestos or other potentially hazardous substances;
any Goods that emit fumes or odours;
any illegal Goods or substances or goods illegally obtained such as, but not limited to, illicit (counterfeit/smuggled) tobacco or alcohol and unlicensed or unsafe goods (such as toys, electrical goods, medicines, aerosols, cosmetics, fireworks);
goods which are environmentally harmful or that are a risk to the property of any person;
currency, deeds and securities;
Property where the value to you cannot be assessed on a financial basis, including goods purely of sentimental value; and
any goods which are contaminated with food or any other substance which may deteriorate, rot, become mouldy or attract vermin.

Please read our Self Storage Agreement [LINK] for further information.

Appendix 4 – Customer Sales Scripts

We recommend you use the below language to explain StoreProtect to your customers. This text can be used as a script for discussions over the phone or can be sent via email.

Our standard contract contains full details of our agreement with you, and you should read it thoroughly before signing. We recommend you pay particular attention to the Special Importance Conditions and the Customer Declaration sections.

We make every effort to protect your goods while they are stored with us. However, there is always a possibility that loss or damage could occur and we want you to have complete peace of mind when storing with us.

For this reason, our contract requires your goods to be protected either by our enhanced liability under StoreProtect or via insurance you have arranged elsewhere at your own expense.

We can accept a higher limit of liability up to the new-replacement value of your goods if you accept our enhanced liability extension under StoreProtect. Full details are detailed in the StoreProtect Addendum, which we have provided.

If you do not choose protection under StoreProtect, our liability for loss or damage to your stored goods is limited to £100.

We can accept StoreProtect if you provide a suitable Maximum Replacement Value for your goods. This figure must include all goods in store at any one time during your storage period.

Our liability under StoreProtect is provided on a new-replacement basis for most items. There are, however, a few items that you must value differently, and these are:

Household linen, clothing and motor cars or bikes of any kind are accepted on a like-for-like basis, so your declared replacement value must allow for age, condition and degree of use.
Our liability for documents is restricted to the physical replacement cost plus the cost of reinstating the information contained in the documents.
Finally, we cannot accept liability on a new-replacement basis for any items which cannot be replaced as new, such as antiques or works of art. Our liability for such items is restricted to the current market value. It is your responsibility to evidence the value if any goods are lost or damaged, so we recommend you obtain a professional valuation. Please also be reminded that our contract states you should not store any items which cannot be replaced, as these items are not suitable for self storage.

The Maximum Replacement Value you provide must be adequate to include all goods in store at all times. You are responsible for notifying us if the value you declare needs to change at any time.

If the figure you provide is not high enough, our liability shall be proportionately reduced.

This means that any claim you make against our liability under StoreProtect shall be reduced to reflect the proportion that your declared Maximum Replacement Value bears to the actual total replacement value of goods stored at the time.

For example: if the total replacement value of your property is £10,000, but you have declared a Maximum Replacement Value of £5,000, our liability will be reduced by 50%. So, if £3,000 worth of your property is lost or damaged, our liability would be £1,500.

There are many benefits offered by StoreProtect, including:

StoreProtect does not exclude liability for damage caused by vermin like many insurance policies.
If you make a claim against our liability under StoreProtect, your own household or business insurance policy no claims discount or claims experience will not be affected, which will reduce the possibility of large premium increases following a loss.
Once you opt-in, StoreProtect is provided up to your Maximum Replacement Value for the duration of your storage period.
If you do not opt for StoreProtect, you will need to ensure any insurance cover you arrange separately is renewed and remains valid.
Claims under StoreProtect will be handled by a specialist claims adjuster named RCS on our behalf.