Millbank Storage Service Terms and Conditions

These Millbank Storage terms and conditions set out the basis on which storage services are provided to customers in the United Kingdom. By making a booking, paying a deposit, entering into a storage agreement, or otherwise using the service, you agree to be bound by these terms. Please read them carefully before proceeding, as they explain your rights and responsibilities, the limits of our liability, and the rules that apply to the use of the storage service.

These terms apply to self-storage services, short-term and long-term storage arrangements, and any related handling or collection services provided as part of the same booking. They are intended to be fair, clear, and consistent with applicable UK consumer and contract law. Where a booking has been made on behalf of a company, partnership, or other organisation, references to “you” include that business customer and anyone authorised to act for it.

We may update these storage service terms from time to time to reflect changes in law, operational practice, or the service itself. The version in force at the time of booking will usually govern your agreement, unless a later change is required by law or is clearly communicated to you. Continued use of the service after notice of an update may be treated as acceptance of the revised terms.

Booking Process

All bookings are subject to availability and acceptance by us. A booking request does not create a binding contract until it has been confirmed by us, the required payment has been received, and any necessary identification or supporting details have been supplied. We may decline a booking at our discretion where we reasonably believe the requested service cannot be provided safely, lawfully, or operationally.

At the time of booking, you must provide accurate and complete information, including the type and estimated volume of items to be stored, the duration required, and any special handling needs. You must not conceal the presence of prohibited, hazardous, or restricted items. If the goods you present differ materially from the information given at the time of booking, we may refuse entry, amend the price, or terminate the agreement in accordance with these terms.

The booking may include an initial storage period, a specified unit size or collection arrangement, and any optional extras requested by you. It is your responsibility to check that the booking confirmation accurately reflects what you requested. If there is an error, you should notify us promptly so that we can review it. Changes made after confirmation may be subject to revised pricing or additional administrative conditions.

Where identity verification is required, you agree to provide acceptable documents and supporting evidence within the time requested. We may suspend access, delay the start of the service, or cancel a booking if verification is not completed. This is to help protect against fraud, ensure compliance with legal requirements, and support the safe management of stored goods.

Any date or time quoted for collection, delivery, or access is an estimate unless we expressly state otherwise. We will use reasonable care to meet agreed times, but we do not guarantee that all time slots will be available in every circumstance. Delays caused by traffic, weather, operational constraints, third-party failures, or force majeure events will not normally entitle you to compensation, unless required by law.

If you request a change to the booking, including an extension of the storage period, a change in unit size, or an early collection, we will consider the request subject to availability. Any amended booking will take effect only when confirmed by us. We may apply revised rates or administration charges where a change increases our costs or affects the agreed service.

Payments and Charges

All charges are shown or communicated to you before confirmation wherever reasonably practicable. Unless otherwise agreed, payment must be made in advance and on time. Fees may include storage rent, access fees, handling charges, packing or removal charges, late payment charges, cleaning costs, disposal charges, and any other amounts set out in the booking confirmation or service schedule.

You authorise us to take payment using the method supplied at booking or any other valid payment method you later provide for the same account. If a recurring payment arrangement is in place, you are responsible for ensuring sufficient funds are available. Failure to pay on the due date may result in interest, reasonable recovery costs, suspension of access, or termination of the storage agreement, subject always to applicable law.

We may review and adjust our prices from time to time. If a price change affects a future billing period, we will give reasonable notice where required. Any tax, duty, or levy that applies to the service will be payable by you unless expressly included in the quoted price. Refunds, where available, will be processed using the original payment method unless another arrangement is agreed.

Cancellations, Cooling-Off Rights, and Termination

You may cancel a booking before the storage service starts by giving notice in accordance with the cancellation instructions provided at confirmation. If a deposit has been paid, its refundability will depend on the circumstances, the timing of the cancellation, and any non-recoverable costs already incurred. Any booking-specific cancellation policy will be read together with these terms.

Where you are a consumer and the contract was agreed at a distance or off-premises, you may have statutory cancellation rights under UK consumer law, subject to the applicable exceptions. If the service is requested to begin during the cancellation period, you may be asked to acknowledge that some or all of the service may become chargeable once performance has started. Nothing in these terms removes rights that cannot legally be excluded.

We may end or suspend the agreement immediately if you commit a serious breach, provide false information, fail to pay amounts due, store prohibited items, or act in a way that creates a safety, legal, or operational risk. On termination, you must remove your goods promptly and pay all outstanding charges. If goods are not collected within the required timeframe, we may exercise rights available to us under law, including reasonable storage, sale, disposal, or other recovery steps where permitted.

Customer Responsibilities

You must ensure that all goods are suitably packed, labelled, and prepared for storage unless we have expressly agreed to handle packing. Fragile, valuable, perishable, or sensitive items should only be stored if they are suitable for the environment and you accept the risk associated with their nature. We are not responsible for deterioration caused by the inherent condition of the goods, unsuitable packaging, or your failure to follow reasonable instructions.

You must keep your contact and billing details up to date and inform us promptly of any change that may affect the service. If access to storage is restricted to named persons or authorised representatives, you are responsible for ensuring that only those individuals act on your behalf. We may rely on instructions that appear to come from an authorised person unless we have reason to believe they are invalid.

You are also responsible for complying with all reasonable site or service rules, including health and safety requirements, access procedures, and any instructions given by staff. Any breach of these responsibilities may lead to refusal of access, additional charges, or termination of the agreement if the breach is material or cannot be remedied promptly.

Liability and Insurance

We will exercise reasonable care and skill in providing the storage service. However, except where prohibited by law, we are not liable for loss, damage, or delay arising from events outside our reasonable control, from your breach of these terms, or from the natural characteristics of the goods. This includes, without limitation, loss caused by inadequate packaging, infestation, mould, rust, decay, or similar conditions intrinsic to the items stored.

Our liability for direct loss caused by our negligence or breach of contract will be limited to the lesser of the amount you have paid for the affected service and any other cap that is lawful and clearly stated in the booking confirmation. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited under UK law.

You are strongly advised to arrange appropriate insurance for the full replacement value of your goods, including any items of special value or irreplaceable importance. If you rely on your own insurance, you should ensure that it covers storage and any transit connected with the service. Nothing in these terms requires us to insure goods belonging to you unless we expressly agree in writing to do so.

Where we handle your goods as part of a collection or transfer service, our responsibility will generally begin when we take possession of them and end when they are delivered, placed into storage, or otherwise returned in accordance with the booking. You must inspect goods promptly where an inspection is reasonably possible and notify us of any apparent issue without delay. Failure to do so may affect the availability of a remedy.

We do not accept liability for business losses such as loss of profit, loss of revenue, loss of opportunity, or indirect or consequential loss, except where such exclusion is unlawful. If you are a business customer, additional limitations may apply to the fullest extent permitted by law. These limitations are intended to allocate risk fairly and reflect the price and nature of the service offered.

If damage or loss is alleged, you must provide reasonable evidence of the items affected, their condition, and the circumstances of the claim. We may inspect the goods or request further information before deciding whether any remedy is due. Any claim should be raised as soon as reasonably practicable, and in any event within a reasonable time after you become aware of the issue.

Waste Regulations and Prohibited Items

You must not use the storage service to deposit waste, unlawful material, or any item whose storage would breach applicable environmental, safety, transport, or sanctions laws. This includes, without limitation, hazardous chemicals, flammable substances, explosive materials, controlled drugs, stolen goods, live animals, and any item that is dangerous, illegal, or requires a licence or specialist storage that we have not agreed to provide.

Items that are no longer wanted must not be abandoned in a unit, vehicle, or collection area. If goods are left behind, contaminated, or presented in a way that makes them waste within the meaning of applicable UK regulations, you remain responsible for all associated costs. These may include sorting, containment, removal, lawful disposal, decontamination, and any regulatory reporting that becomes necessary.

Where goods are classified as waste, or become waste because they are damaged, unusable, or discarded, you must comply with all relevant waste rules and provide any information reasonably required for lawful handling. We may refuse any item that appears to breach waste regulations or that we reasonably suspect cannot be stored lawfully. We may also remove, isolate, or dispose of such items if necessary to protect people, property, or legal compliance, and charge you for doing so where permitted.

Access, Inspection, and Operational Control

We may establish reasonable access procedures, inspection rights, or security measures to protect the site, staff, customers, and stored goods. This may include requiring advance notice for access, identity checks, vehicle registration details, or supervised entry. Failure to follow these procedures may result in delayed access or temporary suspension of the service.

We may inspect goods where we reasonably believe there is a safety, legal, or operational reason to do so, or where required to investigate a suspected breach of these terms. Where possible, we will give notice before inspection, but we may act without notice where immediate action is reasonably necessary. Any inspection will be carried out in a manner proportionate to the issue identified.

We may relocate goods within the service area if reasonably necessary for safety, maintenance, operational efficiency, or compliance. If a move is required, we will use reasonable care, but you acknowledge that minor inconvenience may occur. Unless the relocation is caused by our breach, it will not usually give rise to compensation.

Force Majeure

We will not be in breach of these terms where performance is prevented or delayed by events beyond our reasonable control, including severe weather, fire, flood, power failure, industrial action, governmental restriction, terrorism, epidemic, supply disruption, or failure of third-party systems. In such circumstances, our obligations will be suspended for the duration of the event to the extent affected.

If a force majeure event continues for an extended period, either party may be entitled to terminate the affected service on reasonable notice, subject to payment for services already supplied and any costs reasonably incurred. We will take reasonable steps to reduce the effect of the event and resume performance as soon as practical.

These provisions are intended to ensure that the service remains fair and workable even where unexpected events occur. They do not affect rights that cannot be excluded by law, and they do not create an automatic entitlement to compensation for every interruption or delay.

General Provisions and Governing Law

If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in force. No failure or delay by us in enforcing a right will operate as a waiver of that right. Any variation or side agreement must be agreed in writing, except where a change is implied by law.

These storage service conditions are governed by the laws of England and Wales. If you are a consumer, you may benefit from mandatory protections available under the law of your residence, and nothing in these terms reduces those protections where they apply. Any dispute or claim arising from or connected with the service will be subject to the jurisdiction of the courts of England and Wales, without prejudice to any rights you may have under mandatory consumer rules.

This document forms the basis of the service agreement between you and us in relation to Millbank Storage. By proceeding with a booking or using the service, you confirm that you have read, understood, and agreed to these terms and conditions.