Goods Protection Plan

1.1 This Addendum forms part of your Storage Agreement with Store Store 24 Ltd.

1.2 Except where this Addendum expressly changes the limit applying to our liability for your Goods, the remainder of the Storage Agreement continues to apply.

1.3 If there is a conflict between this Addendum and another part of the Storage Agreement concerning the selected liability limit, this Addendum will apply.

1.4 Nothing in this Addendum excludes or restricts liability where doing so would be unlawful.

Agreement means your Storage Agreement, including these terms and your order or booking confirmation.

Basic Liability Limit means £250, or any higher minimum amount that the law requires to remain recoverable, whichever is greater.

Direct Physical Loss or Damage means identifiable physical loss, destruction of, or physical damage to permitted Goods while those Goods are stored in your allocated Unit.

Duty of Care means our contractual and legal duty to perform the storage service with reasonable care and skill and to exercise the care reasonably expected of a competent self-storage operator in comparable circumstances.

Enhanced Liability Charge means the recurring charge clearly shown at checkout and in your confirmation for selecting a liability limit higher than the Basic Liability Limit.

Goods means the permitted goods placed by you in your allocated Unit in accordance with the Agreement.

Incident means one occurrence, or a series of directly connected occurrences arising from the same original cause.

Selected Liability Limit means the maximum contractual liability amount selected by you and recorded in your order confirmation.

Unit means the storage unit allocated to you under the Agreement.

3.1 The Plan is a contractual agreement under which we accept a higher monetary limit on our potential liability for Direct Physical Loss or Damage caused by our breach of the Duty of Care.

3.2 The Plan does not transfer to us the general risk of loss of or damage to your Goods.

3.3 We do not accept strict liability for your Goods.

3.4 The occurrence of an accident, crime, weather event, equipment failure, escape of water, fire or other incident does not by itself establish:

• that we breached the Duty of Care;
• that we caused the loss or damage; or
• that we are required to compensate you.

3.5 Our responsibility will be determined by considering whether:

• Direct Physical Loss or Damage occurred while the Goods were stored in the Unit;
• we failed to exercise the Duty of Care;
• that failure caused or materially contributed to the loss or damage; and
• the loss or damage was a reasonably foreseeable result of that failure.

4.1 Every Storage Agreement includes the Basic Liability Limit without an additional charge.

4.2 Subject to this Addendum and the remainder of the Agreement, our maximum contractual liability for Direct Physical Loss or Damage arising from one Incident will be the Basic Liability Limit unless you have selected and paid for a higher Selected Liability Limit.

4.3 The Basic Liability Limit does not exclude or restrict any liability which cannot lawfully be excluded or restricted.

5.1 You may positively select a higher liability limit at checkout or subsequently through your account.

5.2 Where you select a higher limit and pay the Enhanced Liability Charge, the Selected Liability Limit replaces the Basic Liability Limit from the effective date shown in your confirmation.

5.3 The Selected Liability Limit is a contractual liability ceiling. It is:

• not a sum insured;
• not confirmation of the value of your Goods;
• not an undertaking that the stated amount will be paid; and
• not protection against any specified event or risk.

5.4 Selecting a £5,000 liability limit, for example, means only that £5,000 is the maximum amount for which we may be contractually liable under this Addendum for one Incident. Any amount payable will depend on the actual Direct Physical Loss or Damage and whether the requirements in clause 3.5 are satisfied.

5.5 You may select a limit lower than the total value of your Goods. We will not apply an insurance-style proportional or "average" reduction merely because the total value of your Goods exceeds the Selected Liability Limit.

5.6 You cannot increase the Selected Liability Limit retrospectively after an Incident or after becoming aware of circumstances likely to result in a liability notification.

6.1 The Basic Liability Limit begins when your storage service begins.

6.2 A paid Selected Liability Limit begins on the effective date stated in your confirmation, provided the selection has been completed and the applicable charge has been paid.

6.3 If an Enhanced Liability Charge remains unpaid, we may withdraw the enhanced limit prospectively after giving you at least seven days' written notice.

6.4 Withdrawal for non-payment will not affect our liability for an Incident that occurred before the effective withdrawal date.

6.5 Following withdrawal, the Basic Liability Limit will apply, subject always to any rights that cannot lawfully be excluded or restricted.

7.1 Where we are liable, the amount payable will not exceed the lowest of:

• the reasonable cost of repairing or professionally cleaning the affected Goods;
• the reasonable cost of replacing the affected Goods with goods of comparable age, quality, condition and specification;
• the reasonable market value of the affected Goods immediately before the loss or damage;
• the amount of the direct financial loss you actually suffered; and
• the Selected Liability Limit or Basic Liability Limit that applied when the Incident occurred.

7.2 We may reasonably propose repair, cleaning, replacement or monetary compensation, taking account of proportionality, availability and the nature of the Goods.

7.3 We will not make an insurance-style deduction or claims administration deduction from an amount properly payable under this Addendum.

7.4 The applicable liability limit is the total maximum for all Direct Physical Loss or Damage arising from one Incident.

7.5 We will not pay more than the loss actually suffered. You may not recover the same loss twice from us, an insurer or another person.

8.1 We are not liable under this Addendum for loss or damage to the extent that it was not caused by our breach of the Duty of Care.

8.2 Subject to clause 8.1, the Selected Liability Limit does not apply to:

• goods prohibited under the Storage Agreement;
• cash, currency, negotiable instruments, securities, cryptocurrency access credentials or items having primarily sentimental or irreplaceable value;
• living creatures, plants, food or perishable goods;
• illegal, stolen, dangerous, explosive, flammable or environmentally harmful goods;
• vehicles, trailers, caravans, boats or motorised equipment unless we have expressly agreed otherwise in writing;
• loss of electronic data, software or information, except for the reasonable physical cost of replacing the medium on which it was stored;
• loss of profit, revenue, business opportunity, anticipated savings, goodwill or business interruption;
• purely indirect or consequential loss that was not reasonably foreseeable when the Agreement was made;
• unexplained shortage or disappearance where there is no reasonable evidence that the Goods were present in the Unit and were lost while there;
• ordinary wear and tear, gradual deterioration, inherent defect, latent defect, evaporation, ordinary leakage or natural loss in weight or volume;
• damage arising from unsuitable, defective or inadequate packing, stacking or storage by you or your authorised users;
• damage caused by an act or omission of you or your authorised users, including failure to secure the Unit properly; or
• loss or damage occurring during loading, unloading or transportation where the Goods were not being handled by us.

8.3 An exclusion in clause 8.2 will not apply to the extent that Direct Physical Loss or Damage was caused by our breach of the Duty of Care and the law does not permit us to exclude or restrict liability for that breach.

You must:

• comply with the Storage Agreement and the prohibited-goods rules;
• take reasonable care when packing, stacking and storing Goods;
• secure the Unit correctly whenever you leave it;
• take reasonable steps to prevent avoidable deterioration or further damage;
• notify us promptly of any defect, leak, security concern or other condition that could cause damage;
• permit reasonable inspection where required under the Storage Agreement; and
• provide reasonable information and evidence when reporting loss or damage.

Failure to comply with this clause will reduce or remove our liability only to the extent that your failure caused or increased the loss, prevented us from avoiding it, or materially prejudiced our ability to investigate it.

10.1 You should report apparent loss or damage as soon as reasonably practicable after discovering it.

10.2 Where reasonably possible, you should notify us before removing affected Goods from the Facility so that we have an opportunity to inspect the Unit and the Goods.

10.3 A report should include, where reasonably available:

• a description of the affected Goods;
• photographs or video;
• evidence that the Goods were present in the Unit;
• purchase, ownership, repair or replacement information;
• the circumstances in which the loss or damage was discovered; and
• a police crime reference number where criminal activity is suspected.

10.4 We will not reject a valid liability notification solely because you failed to comply with a procedural requirement where:

• compliance was not reasonably possible; or
• the failure did not materially prejudice our investigation.

10.5 We may inspect the Unit and affected Goods and make reasonable enquiries to determine:

• what happened;
• whether we breached the Duty of Care;
• whether that breach caused the loss or damage; and
• the reasonable amount of any direct loss.

10.6 We will normally provide a written outcome within 28 days after receiving the information reasonably required to assess the matter. Where further investigation is required, we will explain the reason and provide an update.

11.1 You must provide honest and accurate information.

11.2 Where a liability notification is deliberately fraudulent or materially exaggerated, we may reject the dishonest part of the notification and recover reasonable losses directly caused by the fraud.

11.3 This clause does not permit us to reject a genuine part of a notification merely because an unrelated error was made innocently.

12.1 The Goods Protection Plan is not insurance and should not be treated as a replacement for insurance.

12.2 You are free to arrange separate insurance for your Goods if you consider it appropriate.

12.3 We do not provide advice or recommendations about insurance and do not confirm whether any insurance arranged by you is sufficient.

12.4 Any insurance which Store Store 24 Ltd may arrange for its own business purposes is solely for Store Store 24 Ltd's benefit. This Addendum does not give you rights under that policy and does not make us your insurance intermediary or agent.

12.5 If another person, including an insurer, compensates you for the same loss, any payment by us will be reduced only to prevent double recovery. Nothing in this clause removes any right that insurer may lawfully have to pursue us where we were responsible for the loss.

13.1 You may cancel a paid enhanced liability option at any time by notifying us through your account, by email or in writing.

13.2 Cancellation will take effect on the date requested or, where no date is stated, when we receive your notice.

13.3 We will refund any Enhanced Liability Charges paid for a period after the cancellation takes effect.

13.4 The Basic Liability Limit will apply after cancellation, subject to any non-excludable legal rights.

13.5 We may withdraw or materially change a paid enhanced option by giving at least 30 days' written notice.

13.6 A change will not apply retrospectively to an Incident occurring before it takes effect.

13.7 If a change materially disadvantages you, you may end the Storage Agreement before the change takes effect without paying an additional termination charge.

14.1 Where you purchase a paid enhanced option online or at a distance, you may cancel it within 14 days after agreeing to it.

14.2 We will not begin providing the enhanced option during that period unless you expressly request an early start.

14.3 If you request an early start and cancel during the 14-day period, you must pay only the proportionate charge for the period during which the enhanced limit applied.

14.4 Beginning the enhanced option does not by itself remove your right to cancel during the 14-day period.

15.1 Questions or complaints should first be sent to:

15.2 We will investigate complaints fairly and provide a written response.

15.3 Nothing in this Addendum prevents you from exercising your statutory consumer rights or bringing a matter before a court with jurisdiction.

16.1 We will perform the storage service with reasonable care and skill.

16.2 Nothing in the Agreement excludes or restricts liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• deliberate wrongdoing;
• breach of statutory rights which cannot legally be excluded or restricted; or
• any other liability which the law does not permit us to exclude or restrict.

16.3 Where a liability limit would otherwise conflict with a mandatory consumer right, the mandatory consumer right will prevail.