Mortlake Storage Terms and Conditions
These Mortlake Storage terms and conditions set out the agreement between the customer and Mortlake Storage for the use of storage services. By making a booking, placing goods into a unit, or otherwise using the service, the customer agrees to comply with these terms in full. These conditions are intended to create a clear framework for a secure, lawful, and orderly storage arrangement. They apply to short-term and longer-term storage solutions alike, whether the service is used for household items, business stock, furniture, archive materials, or other permitted goods.
For the purposes of these terms, “customer” means the person or business entering into the agreement, “stored goods” means all items placed into the storage unit or facility, and “storage period” means the time during which the goods remain under the customer’s control within the facility. Mortlake Storage reserves the right to refuse service, suspend access, or terminate the agreement where a customer fails to comply with these terms, provides inaccurate information, or uses the service in a way that may be unsafe, unlawful, or disruptive.
These terms should be read carefully before booking. They are designed to balance convenience, security, and responsible use. The customer is responsible for ensuring that all stored goods are suitable for storage and that any special handling requirements are disclosed in advance. If a customer is unsure whether an item may be stored, the item should not be delivered until confirmation has been obtained in writing.
Booking process begins when the customer submits a reservation request and provides the required details, including the desired unit size, storage period, and contact information. A booking is not confirmed until Mortlake Storage has accepted the request and, where required, received any deposit or initial payment. Availability may change, and an enquiry alone does not guarantee a unit. The customer must ensure that all information supplied during the booking process is accurate, complete, and kept up to date.
Mortlake Storage may request additional information before confirming a booking, particularly where the customer is a business, where the stored goods are unusual, or where access, insurance, or compliance checks are needed. The company may also apply reasonable identification checks for security and fraud prevention. The storage unit booking may be made for a fixed period or on a rolling basis, depending on the service selected. Any special arrangements, such as reserved access times, delivery coordination, or add-on services, will only apply if expressly agreed.
The customer is responsible for reviewing the booking confirmation carefully. If the confirmation differs from the request, the customer should notify Mortlake Storage promptly. Failure to raise an issue in a reasonable time may be treated as acceptance. The customer must not transfer, assign, or resell the booking without prior written consent. Mortlake Storage may refuse access if the booking has not been properly confirmed or if required payments are outstanding.
Payments must be made in the manner and by the due dates stated in the booking confirmation or invoice. Unless otherwise agreed, charges are due in advance and may include storage fees, administration fees, lock charges, late payment charges, and any other agreed service fees. The customer agrees to pay all sums in full without set-off, deduction, or withholding, except where required by law. If a payment fails, Mortlake Storage may suspend access to the unit until the account is brought up to date.
Prices may be revised from time to time, and any changes will apply in accordance with the notice period stated in the agreement or, if no notice period is specified, from the start of the next billing cycle. Where the customer is on a recurring payment plan, the customer remains responsible for ensuring that payment details remain valid and that sufficient funds are available. Any bank charges, card fees, or costs incurred due to failed or reversed payments may be passed on to the customer where permitted by law.
Mortlake Storage may require a security deposit or equivalent pre-authorisation. Any deposit will be handled in accordance with the terms agreed at booking and may be used to cover unpaid charges, cleaning costs, damage, disposal fees, or other lawful costs arising from the customer’s breach. The existence of a deposit does not limit the customer’s liability for sums exceeding that deposit. Receipts, invoices, and account statements may be provided electronically.
Cancellations and termination must be made in accordance with the notice requirements stated at booking. If the customer wishes to cancel before the storage period begins, any refund will depend on the timing of the cancellation and whether administration work, unit allocation, or other costs have already been incurred. Where a booking includes a minimum term, early cancellation may not result in a full refund. The customer should review the cancellation rules before confirming the agreement.
Once the storage period has started, the customer may be required to give written notice to end the agreement. The customer remains responsible for all fees until the unit is vacated, cleared, and returned in an acceptable condition, together with any required keys, locks, or access devices. If the customer fails to remove goods by the agreed end date, Mortlake Storage may continue charging storage fees and may take steps to protect the unit, including restricting access. Any goods left behind after termination may be treated as abandoned in accordance with the agreement and applicable law.
Mortlake Storage may terminate or suspend the service immediately where the customer breaches these terms, uses the unit for prohibited goods, fails to make payment, behaves abusively, or creates a health, safety, or security risk. Where termination is due to customer breach, the customer may remain liable for any resulting losses, costs, or expenses. Any decision to waive a breach on one occasion will not prevent future enforcement of these terms. Flexibility shown once does not alter the binding nature of the agreement.
Customer obligations and permitted use include keeping the unit locked when not in use, ensuring that access is controlled, and taking reasonable steps to protect stored goods from damage. The customer must not store items that are illegal, stolen, hazardous, environmentally harmful, perishable, or likely to attract pests. This includes, without limitation, explosives, firearms, chemicals, live animals, wet paint, pressurised containers, food intended for consumption, and any item that may create contamination, odour, leakage, fire risk, or nuisance.
The customer must not use the storage facility for any unlawful activity, business operations that require licensing unless those requirements are met, or any purpose that breaches planning, licensing, tax, customs, or trading laws. The self storage agreement does not create a landlord and tenant relationship, and the customer has no proprietary interest in the unit beyond the right to use it in accordance with these terms. Mortlake Storage may inspect the unit where reasonably necessary for safety, maintenance, legal compliance, or security concerns, subject to applicable rights and procedures.
The customer should ensure that goods are packed appropriately, are clean and dry, and can withstand ordinary storage conditions. Unless expressly agreed, Mortlake Storage does not provide specialist climate control, fragile-item handling, or goods-in transit services. The customer is responsible for any damage caused by poor packing, unsuitable containers, or the storage of items that are not fit for storage. Any item that presents a risk may be removed, quarantined, or handled in a manner that Mortlake Storage considers reasonably necessary to protect people, property, and the premises.
Liability and insurance are important parts of this agreement. The customer remains responsible for insuring stored goods at all times, unless Mortlake Storage expressly states in writing that insurance is included. The customer should arrange insurance that covers the full replacement value of the goods and any risks relevant to the items being stored. Mortlake Storage may require proof of insurance as a condition of continued storage. Failure to maintain adequate insurance is entirely at the customer’s risk.
Mortlake Storage will not be liable for loss or damage to goods except where required by law and only to the extent that such loss or damage is caused directly by proven negligence of Mortlake Storage or its staff. To the fullest extent permitted by law, Mortlake Storage excludes liability for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or loss caused by events beyond reasonable control, including fire, flood, theft, power failure, vandalism, or third-party actions. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.
The customer must notify Mortlake Storage promptly if any incident occurs that may affect the stored goods or the unit. Any claim must be supported by reasonable evidence, including photographs, purchase records, inventory details, and a description of the circumstances. The customer must also take reasonable steps to minimise any loss. If the customer contributes to the loss or damage, including by failing to pack goods properly or by storing prohibited items, Mortlake Storage may reduce or reject the claim to the extent permitted by law.
Waste regulations and disposal apply to all use of the storage service. The customer must comply with all relevant waste, environmental, and hazardous substances laws when bringing items into the facility, storing them, or removing them at the end of the term. The customer must not abandon waste, leave packing materials in communal areas, or deposit items that are not intended for storage. Any waste created by the customer’s use of the unit, including wrapping, pallets, cardboard, furniture packaging, or broken items, must be removed by the customer unless Mortlake Storage agrees otherwise.
If the customer leaves waste, contamination, or prohibited materials in the unit or on the premises, Mortlake Storage may arrange disposal, cleaning, remediation, or specialist removal and recover all reasonable costs from the customer. Where waste is hazardous or potentially hazardous, Mortlake Storage may isolate the item, contact the relevant authorities where required, and take any lawful steps necessary to protect health and safety. The customer must not bring in items that require a licence, permit, consignment note, or special handling unless those legal requirements are fully met beforehand.
The customer is solely responsible for ensuring that their activities do not cause pollution, nuisance, or a breach of environmental law. If contamination is caused by leaking liquids, damaged containers, biological matter, or other unsuitable goods, the customer will be liable for the cost of cleaning, repair, disposal, and any associated professional fees. Mortlake Storage may also suspend access until the issue is resolved. Compliance with waste regulations is a condition of using the service, not an optional extra.
Access, security, and facility rules are intended to protect all customers and the stored goods entrusted to the service. The customer must follow any reasonable site rules, including access procedures, identification requirements, safety instructions, vehicle restrictions, and loading rules. Mortlake Storage may amend site rules from time to time where necessary for safety, operational efficiency, or legal compliance. Continued use of the service after a rule change will be treated as acceptance of the updated rules, provided the change has been communicated reasonably.
Mortlake Storage may use cameras, access records, entry controls, and similar security measures for the protection of customers, staff, and property. The customer agrees not to interfere with security systems, alarms, locks, or any equipment provided by Mortlake Storage. Any loss caused by tampering, unauthorised access, or misuse of the facility may be recoverable from the customer where permitted by law. The customer should report any suspected security issue as soon as reasonably possible.
General provisions apply to the entire agreement. If any part of these terms is found to be invalid or unenforceable, the remainder will continue in effect. A failure to enforce any right on one occasion does not waive that right on another occasion. These terms, together with the booking confirmation and any written variation, form the entire agreement between the parties concerning the storage service. No oral statement or informal assurance will override the written agreement unless confirmed in writing by an authorised representative of Mortlake Storage.
These terms are governed by the law of England and Wales. Any dispute arising from or connected with the service, these terms, or the use of the storage facility will be subject to the exclusive jurisdiction of the courts of England and Wales, unless applicable consumer law provides otherwise. The parties agree to act reasonably and to attempt to resolve issues promptly and in good faith before commencing formal proceedings.
Where the customer is a consumer, nothing in these terms affects rights that cannot be excluded under applicable consumer protection legislation. Where the customer is a business, the customer acknowledges that it is entering into the agreement in the course of business and is responsible for ensuring that it has authority to do so. These terms may be updated from time to time, and any revised version will apply to future bookings or, where permitted, ongoing services after reasonable notice has been given.
By proceeding with a booking and using the service, the customer confirms that they have read, understood, and agreed to these storage service terms. The customer also confirms that the goods placed into storage are lawful, properly packed, and suitable for storage under these conditions. If the customer does not agree with any part of the terms, they should not proceed with the booking or place any goods into the unit.