Terms and Conditions

Last updated: 18 October 2026. These are the Conditions of Agreement for self storage at WOW Storage. They match the Conditions in the Self Storage Agreement our customers sign when they book a unit.

You will usually reach this page from the “I agree to the Terms and Conditions” box on the quote and enquiry forms on this website, or from the Terms and Conditions links on our site pages. When you book a unit, online or at a site, you sign our Self Storage Agreement through our booking system, and these Conditions form part of it.

Who we are. Hamilton West Property Services Limited trading as WOW Storage, a company registered in England and Wales with company no. 12532014. Registered office: c/o Gorrie Whitson Limited, 1st Floor, Cromwell House, 14 Fulwood Place, London WC1V 6HZ. Email: info@wowstorage.co.uk.

Which document applies. If anything on this page differs from the Self Storage Agreement you have signed with us, your signed Self Storage Agreement (including its front page, these Conditions and, where applicable, the StoreProtect Addendum) takes precedence.

Our sites. These Conditions apply to storage at: WOW Storage Heathrow, Stockley Farm Road, West Drayton UB7 9BW; WOW Storage Battersea, 7 Ingate Place, London SW8 3NS; WOW Storage Brentford, Transport Avenue, Brentford TW8 9HF; WOW Storage Ealing, Brentham Old Power Station, Western Avenue, London W5 1HS; WOW Storage St Albans, Unit 1B, Smallford Works, Smallford Lane, St Albans AL4 0SA; WOW Storage Shoreditch, Holywell Lane, London EC2A 2ET; WOW Storage Watford, Old Mill Road, Kings Langley WD4 8QT; WOW Storage North Watford, 524 St Albans Road, Watford WD24 7RX; WOW Storage Harrow, 4 Cecil Road, Harrow HA3 5QY; WOW Storage Hemel Hempstead, Hemel Business Park, Appspond Lane, St Albans AL2 3NL; and WOW Storage Park Royal, 26 Park Royal Road, London NW10 7JW. Each site is operated by Hamilton West Property Services Limited trading as WOW Storage.

Summary of important points

• Our Storage Costs are based on the information you give us and are subject to the storage services being carried out under these Conditions.
• You must own the Goods or be authorised to store them.
• Storage Costs must be paid in advance and on time.
• If you do not keep to the conditions of this Agreement, we have certain rights, which include keeping your Deposit and the right to seize the Goods in storage and sell or dispose of them.
• You must secure the entrance to the Unit after each visit.
• You must check that the Unit is suitable for the Goods you intend to store, and we recommend that you inspect them regularly during the Storage Period.
• You must not store any Excluded Items, for example dangerous, illegal, stolen, perishable, environmentally harmful or explosive goods.
• While your Property is in our custody, our duty of care is that of a reasonably careful person in the same circumstances. We are not liable for Loss or Damage that results from events, circumstances or causes beyond our reasonable control.
• We are not in breach of this Agreement, and we exclude all liability to you, in certain circumstances (the Excluded Liabilities in Condition 7.6), including mysterious disappearance or unexplained shortage (except theft by forcible entry to your Unit), and Loss or Damage caused by moth, insects or vermin, or by mould, mildew or rust, unless from a source external to your Unit.
• Our standard terms limit our liability to you to a maximum of £100, and you must arrange insurance at your own expense for your stated Maximum Replacement Value for as long as you store with us. Alternatively, you may ask us to accept an enhanced liability up to your Maximum Replacement Value under StoreProtect, for an additional charge.
• You must give a Maximum Replacement Value whether or not you choose StoreProtect.
• We may use and share your personal and other data in certain circumstances.
• You must give 1 month’s written notice before your next invoice due date to end this Agreement, unless your Self Storage Agreement shows a different period. See Condition 11.2.

Definitions

• “Access Hours” means 24 hours a day, 7 days a week, 365 days a year.
• “Agreement” includes these Conditions of Agreement, the Self Storage Agreement and (where applicable) the StoreProtect Addendum.
• “Facility” means the building, warehouse, external storage containers or other land or premises owned, leased or operated by the Facility Operator.
• “Facility Operator”, “We”, “Us” and “Our” mean Hamilton West Property Services Limited trading as WOW Storage, and its employees, agents or representatives.
• “Property”, “Your Property” or “Goods” means any or all goods stored by you in a Unit allocated to you at our Facility.
• “Replacement Value” means the current cost of replacing your Property as new, except: (a) for household linen and clothing, motorcars, motorbikes, boats, caravans, motorhomes and any other motorised vehicle, where it allows for the age, quality, degree of use, existing damage and resulting market value; (b) for Goods that cannot be bought new (such as antiques or works of art), where it is the current market value; and (c) for documents, where it is the physical cost of replacing, reprinting, re-issuing or reconstituting them, excluding the value of the information in them.
• “Maximum Replacement Value” means the maximum total Replacement Value of all Property at any time during the period of storage.
• “Loss” or “Damage” means identifiable losses and direct physical destruction of or damage to your Goods caused by wilful acts, omissions and default, including theft by forcible entry or damage while the Goods are in the Unit.
• “Storage Costs” means the Storage Costs stated on the Self Storage Agreement and, if you choose StoreProtect, the StoreProtect Charges.
• “StoreProtect Charges” means the additional charges for StoreProtect set out in the Self Storage Agreement.
• “You” or “Your” means the customer named in this Agreement.

1. Commencement

1.1. This Agreement comes into existence when we receive your signed Self Storage Agreement, we receive payment of our Storage Costs, and we tell you we have accepted your order. The Storage Period begins on the date agreed with you during the order process and set out on the Self Storage Agreement.

2. Our services to you

2.1. As long as all fees are paid up to date, and subject to these Conditions: (a) we will make available to you a lockable, segregated area of our Facility (the “Unit”) for you to store Goods; (b) you are granted a licence during the Storage Period to store Goods in the Unit allocated to you by us from time to time, and only in that Unit; (c) we will maintain the Facility in a secure and safe condition; and (d) we will make every reasonable effort to protect your Property from Loss or Damage while the Goods remain in the Unit or in our care, custody and control, subject to Condition 7 and all the terms of this Agreement.

2.2. We do not grant any lease or tenancy of the Unit or any part of the Facility, and nothing in this Agreement creates a landlord and tenant relationship. We keep control, possession and management of the Facility and the Unit, and you have no right to exclude us from the Facility or the Unit.

2.3. This Agreement gives you a personal licence to use the Unit until it ends. It does not give you any rights under Part II of the Landlord and Tenant Act 1954 (as amended from time to time), any exclusive occupation of or rights over any specific Unit, or any tenancy or other interest in any Unit.

2.4. If you take up any additional services we offer, such as delivery and collection, we will give you details separately. You will need to agree to our terms for those services, which may carry additional charges.

3. Cost

3.1. You must pay the Deposit when you sign this Agreement. The Deposit (or what is left of it after appropriate deductions for unpaid Storage Costs, repairs, cleaning or other charges to put right any breach of this Agreement by you) will be refunded by cheque or electronic transfer within 21 days of the end of this Agreement.

3.2. You are responsible for paying: (a) the Storage Costs (the amounts set out in the Self Storage Agreement, or as most recently notified to you by us), including the StoreProtect Charges if you have chosen StoreProtect. We take the first payment when we accept your order, and later payments in advance on the invoice date for each Storage Period or another date agreed with you (the “Due Date”). It is your responsibility to make sure payment reaches us directly, on time and in full, throughout the Storage Period. We do not normally bill for fees, but will issue an electronic invoice after payment. Storage Costs will not be credited to your account unless you identify the payment clearly and as we direct. If you fail to identify a payment, we reserve the right to take steps to enforce the Agreement (including the sale of Goods under Conditions 4.1 to 4.5) because of your failure to pay. We will have no liability to you as a result of taking that action, and you agree to fully indemnify us for any costs we incur in doing so, including those in (c) below. We will not accept that payment has been made until we have received cleared funds; (b) a Late Payment Fee of £20 each time a payment is late or cancelled, as shown on your Self Storage Agreement; (c) any costs we incur in collecting late or unpaid Storage Costs, or in enforcing this Agreement in any way, including but not limited to postal, telephone, Goods inventory, debt collection, personnel and default action costs and associated legal and professional fees; (d) any government taxes or charges (including VAT) on any supplies made under this Agreement; and (e) the Cleaning Fee or charges for repairs, invoiced at our discretion under Condition 6.7; and (f) the other charges set out in Conditions 6.15 and 6.16.

3.3. Where you have more than one agreement with us, they all form one account, and we may at our sole discretion apply any payment made by you or on your behalf against the oldest amount due from you on any agreement in the account. If you make a part payment of any Storage Costs and we keep it, this does not affect our ability to take action or to use any of our rights under this Agreement for the Storage Costs still outstanding. The time from which we may take action still runs from the Due Date of the original Storage Costs, and the Due Date is not extended by your part payment.

3.4. Payments due on a Saturday or Sunday may be taken on the previous Friday.

3.5. If you pay in advance for a longer period at a discounted rate, we do not give refunds of that discounted payment if you move out before the end of the prepaid period. This does not affect your right to cancel during the Cooling-off Period under Condition 11.1.

4. Default: our right to sell or dispose of Goods

4.1. We take prompt payment seriously, and we have a general and particular right of lien, which is a right to seize and sell or otherwise dispose of some or all of your Goods as security for your obligation to make payments under this Agreement. If any sum owing to us, or any other fee related to this Agreement, is not paid when due (a “Debt”), you authorise us, without further notice, to: (a) refuse you and your Agents access to the Goods, the Unit and the Facility, and to overlock the Unit, until the Debt has been paid in full; (b) enter the Unit and inspect the Goods and/or move them to another Unit or site, and to charge you for all reasonable costs of doing so on any number of occasions; and (c) apply the Deposit against the Debt and, if that does not clear it in full, hold onto and ultimately sell or dispose of some or all of the Goods under Conditions 4.3 to 4.5. You acknowledge that: (a) we may continue to charge Storage Costs from the date the Debt becomes due until it is paid in full or the Goods are sold or disposed of; (b) we will sell the Goods as if we were the owner and will pass all rights of ownership in the Goods to the buyer; and (c) if you do not pay fees on the Due Date, the value of any discounts and special offers (including periods of free storage) you have received becomes payable by you in full.

4.2. If, when this Agreement expires or ends for any reason, you fail to remove all Goods from the Unit, we are authorised to treat the Goods as abandoned and may sell or dispose of all Goods by any means under Conditions 4.3 to 4.5. You are liable for Storage Costs from the date of abandonment until the sale or disposal of the Goods, together with any costs of disposal, which will be added to, or treated as, a Debt.

4.3. Before we sell or dispose of the Goods, we will give you notice in writing directing you to pay (if you are in default) or to collect the Goods (if they are treated as abandoned). This notice will be sent by registered or recorded delivery to the postal address you last gave us in writing, and by email and/or by direct message on social media. If you have not given us an address in the United Kingdom, we will use any postal or email address or social media details we hold for you and for any Alternative Contact Person (“ACP”, as stated on the Self Storage Agreement). If you fail to pay the Debt and/or collect the Goods (as appropriate), we will access the Unit and begin the process of selling or disposing of the Goods. You consent to and authorise the sale or disposal of all Goods without further notice, whatever their nature, content or value. We will sell the Goods for the best price reasonably available on the open market, taking into account the costs of sale. We may also require payment of default action costs, including costs of accessing the Unit and of disposing of or selling the Goods, which will be added to, or treated as, a Debt.

4.4. Sale proceeds will be applied first to the cost of removing and selling the Goods, and second to paying the Debt. If the sale proceeds do not cover all these costs and the Debt, you must pay us the balance within 7 days of a written demand from us. We may take action to recover the balance and any legal and administration costs we incur in doing so. If the sale proceeds exceed the amount you owe, we will try to return the excess to you. If that is not reasonably possible, we will hold the balance for you, but no interest will be payable on it.

4.5. If, in our opinion and entirely at our discretion, the Goods are not saleable, fail to sell when offered for sale, or are not worth enough to justify the expense of trying to sell them, you authorise us to treat the Goods as abandoned, and we may dispose of all Goods by any means at your cost. We may also dispose of Goods at our discretion if (a) they are damaged by fire, flood or another event that has, in our reasonable opinion, left them severely damaged, of no commercial value, or dangerous to people or property, or (b) they may contain personal data belonging to you or others. We do not need your prior approval for this, but we will send written notice to you within 7 days of assessing damaged Goods.

4.6. Any Property left unattended in common areas of the Facility or outside your Unit at any time will be treated as abandoned, and may at our discretion be moved, sold or disposed of immediately, with no liability to us.

5. Access

5.1. You have the right to access the Unit during the Access Hours we display, subject to this Agreement. We will try to give advance warning of changes to Access Hours by notice at the Facility and/or by SMS or email, but we reserve the right to change Access Hours temporarily to other reasonable times without prior notice.

5.2. If we have agreed to give you extended access to the Unit outside normal hours, the extended access is available at the times shown on the Self Storage Agreement, subject to you paying any relevant additional charges.

5.3. Only you or your Agents may access the Unit. You are responsible for, and liable to us and to other users of the Facility for, your own actions and those of your Agents. We may (but do not have to) ask for proof of identity from you or anyone else at any time, and at our sole discretion may refuse access to anyone who cannot provide satisfactory proof.

5.4. We may refuse you access to the Unit and/or the Facility where money is owed by you to us, whether or not a formal demand for payment has been made, or if we consider that the safety or security of any person, Unit or Goods at the Facility has been threatened or may be put at risk.

5.5. You should not leave a key with, or allow access to the Unit by, anyone other than your Agent, who is responsible to you and under your control. If you do, it is at your own risk.

5.6. You authorise us and our agents and contractors to enter the Unit in the following circumstances, and to break any lock if reasonably necessary to gain entry: (a) on at least 7 days’ notice, to inspect or carry out repairs or alterations to the Unit or any other part of the Facility; (b) without prior notice (but with notice as soon as practicable afterwards) in an emergency (including for repair or alteration), or to prevent injury to people or damage to our property, and to carry out our duty to safeguard Goods belonging to you or other customers; (c) if we believe the Unit is being used to store prohibited Goods or Excluded Items, or for a prohibited purpose; (d) if we are required to by law, by the Police, Fire Services, Trading Standards, HM Revenue & Customs, any other competent authority or a Court Order; or (e) to relocate the Goods, or to use our lien or power of sale or disposal under this Agreement.

6. General conditions

6.1. You are solely responsible for securing the Unit and making sure it is locked, so that it is secure from unauthorised entry whenever you are not in it. We are not responsible for securing any Unit you leave unlocked. You must not fit a padlock or other device to the Unit in our overlocking position, and we may have any such padlock or device cut off at your expense.

6.2. While we keep overall responsibility for securing the Facility, you must secure the external gates and/or doors of the Facility where required.

6.3. You must not store (or allow anyone else to store) any of the following in the Unit (“Excluded Items”): (a) food or perishable Goods, unless securely packed in hard plastic or glass containers so that they are protected from and do not attract vermin; (b) any living creatures; (c) lithium-ion batteries with a rating above 160 watt-hours (Wh), unless they are built in and cannot be removed from otherwise permitted Goods (see Conditions 6.3(e), 6.3(f) and 6.4); (d) portable battery chargers, power banks or any similar portable power source; (e) more than five (5) e-scooters, e-bikes, e-skateboards or similar battery-powered vehicles in any one Unit, unless the battery has been removed and is not stored in the Unit; (f) more than ten (10) laptops, tablets, children’s toys or other similar items containing built-in batteries in any one Unit, unless we have agreed in writing; (g) combustible or flammable substances, including but not limited to gas, paint, petrol, oil, cleaning solvents or compressed gases; (h) firearms, explosives, weapons or ammunition; (i) chemicals, radioactive materials, biological agents, toxic waste, asbestos or other potentially hazardous substances; (j) any Goods that give off fumes or smells; (k) any illegal Goods or substances, or Goods obtained illegally, such as illicit (counterfeit or smuggled) tobacco or alcohol and unlicensed or unsafe Goods (including toys, electrical Goods, medicines, aerosols, cosmetics and fireworks); (l) Goods that are environmentally harmful or a risk to anyone’s property; (m) currency, deeds and securities; (n) Property whose value to you cannot be assessed in money; and (o) any Goods contaminated with food or any other substance that may deteriorate, rot, become mouldy or attract vermin. You will be liable under Conditions 7.9 and 7.10 for any breach of this Condition 6.3.

6.4. When storing any Goods with built-in batteries, including but not limited to laptops, tablets, children’s toys, e-scooters, e-bikes, e-skateboards or similar battery-powered vehicles (see Conditions 6.3(e) and 6.3(f)), you must make sure that (a) the Goods are free from visible physical defect or fault, and (b) they are not stacked and are stored so that air can circulate. We recommend that all batteries are stored at the lowest practical charge.

6.5. You will use the Unit only for storage, and must not (or allow anyone else to): (a) use the Unit as an office or living accommodation, or as a home, business or mailing address; (b) use or do anything at the Facility or in the Unit that may be a nuisance to us or anyone else (including the escape of any substance or smell from the Unit, or noise or vibration that can be heard or felt outside it); (c) use battery or any other power to charge or power any electrical item, unless it is free from visible defect or fault and you are present; (d) paint, alter or attach anything to the inside or outside surfaces of the Unit; (e) connect or provide any utilities or services to the Unit unless we have authorised it; (f) cause damage to the Unit or any part of the Facility (including through removal, haulage or delivery contractors); or (g) cause any obstruction, or leave Property or rubbish in any common area of the Facility.

6.6. You must not use portable heaters in the Unit at any time.

6.7. You must not damage the Unit, and you must keep it clean during the Storage Period. If the Unit or Facility is left unclean or damaged, we may keep the Deposit, charge a Cleaning Fee, and/or claim full reimbursement from you for the reasonable costs of repairs, replacement, restoration, proper compensation or disposal of rubbish.

6.8. You must (and must make sure your Agents) take reasonable care on site and respect the Facility and other Unit users, tell us about any damage or defect immediately after it is discovered, and follow the reasonable directions of our employees, agents and contractors and any other rules or policies for the use, safety and security of the Facility that we issue from time to time.

6.9. This Agreement does not give you any right to exclusive possession of the Unit, and we reserve the right to move you to another Unit no smaller than your current one: (a) by giving 14 days’ notice, during which you can choose to end this Agreement under Condition 11; or (b) on shorter notice if an incident means the Unit, or the section where it is, has to be closed or sealed off. In these circumstances we will pay your reasonable removal costs if we approve them in writing before the move. If you do not arrange the move by the date in our notice, you authorise us and our agents to enter the Unit and move the Goods as your agent, on your behalf and at your risk (except for damage caused wilfully or negligently, which is subject to the limits in Condition 7). After the move, this Agreement continues on the same terms, with the new Unit number substituted, at the Storage Costs in force for the original Unit at the time of the move.

6.10. Unit suitability and inspection. 6.10.1. You must make sure the Unit is suitable for storing the Goods you intend to store in it. We make no warranty or representation that any Unit is suitable for any particular Goods, and we accept no liability for this. 6.10.2. We strongly recommend that you inspect your Property regularly during the Storage Period, and at least every three months for Goods stored in external Units or containers. Regular inspection may reduce the risk of Damage from atmospheric or climatic causes, such as mould, mildew or rust, for which we are not responsible (see Condition 7.6.5).

6.11. Unit sizes are approximate. If you have exact requirements, you must check with us before signing this Agreement, because by signing you accept the actual size of the Unit and not any size represented to you.

6.12. We may refuse to store any Goods, or require you to remove Goods, if in our opinion storing them creates a risk to the safety of any person or property.

6.13. You must tell us in writing of any change to the contact details on this Agreement for you or the ACP within 48 hours of the change. You agree that we may discuss any default by you with the ACP named on the front of this Agreement.

6.14. You are treated as knowing what Goods are in the Unit, and you warrant that you own the Goods in the Unit and/or are legally entitled to deal with them in line with all parts of this Agreement as agent for the owner. We do not have, and will not be treated as having, knowledge of the Goods in the Unit.

6.15. Vehicles. You and your visitors must not leave vehicles unattended at the Facility. Vehicles are allowed at the Facility only to deliver Goods to, and collect Goods from, your Unit. If an unauthorised vehicle connected with you is left at the Facility overnight, you will be charged £25 for each night.

6.16. Rubbish and items left outside your Unit. Any items or rubbish left outside your Unit (except while you are moving in), including on the roof or top of a container, will be disposed of, and we will charge a minimum of £120 each time this happens. Leaving rubbish at the Facility is a breach of this Agreement. This is in addition to our rights under Conditions 4.6 and 6.7.

6.17. Smoking is strictly prohibited anywhere at the Facility.

6.18. Electricity. Where a Unit has an electricity supply, we cannot guarantee that the supply will be uninterrupted. Electricity is supplied free of charge on the assumption of limited use. If we find excessive use, we may withdraw the supply. We may also withdraw the supply if you do not pay the Storage Costs when due.

7. Risk and responsibility

7.1. Our liability starts when you (or your Agents) place your Property in your storage Unit and you lock the Unit (see Condition 6.1), and it ends immediately when your Property is removed from your storage Unit.

7.2. Restricted liability. 7.2.1. We are only liable for Loss or Damage caused by our negligence, up to a maximum of £100 for any one event or series of connected events. 7.2.2. We do not insure the Goods, and it is a condition of this Condition 7.2 that the Goods stay adequately insured for their Maximum Replacement Value at all times while they are in storage. You warrant that this cover is in place and will not lapse, and that the Maximum Replacement Value of all Goods in the Unit from time to time will not exceed the insured value. We do not give any advice about insurance cover, and you must make your own judgement about whether cover is adequate. If we look at insurance documents you provide to show cover, that does not mean we have approved the cover or confirmed it is enough. 7.2.3. For the avoidance of doubt, we have no liability for Loss or Damage unless it is directly caused by our negligence.

7.3. StoreProtect: enhanced liability option. 7.3.1. As an alternative to Condition 7.2, you may choose StoreProtect. “StoreProtect” means an agreement between you and us under which we accept an enhanced liability in return for payment of the StoreProtect Charges, under the StoreProtect Addendum and this Agreement.

7.4. Nothing in this Agreement limits any liability that cannot legally be limited, including liability for death or personal injury that is a direct result of negligence or wilful default by us, our agents and/or employees.

7.5. The restrictions on liability in this Condition 7 apply to every liability arising under or in connection with this Agreement, including liability in contract, tort (including negligence), misrepresentation, restitution or otherwise.

7.6. We are not in breach of this Agreement, and we exclude all liability to you, for any of the following (“Excluded Liabilities”): 7.6.1. mysterious disappearance and/or unexplained shortage of your Property, except theft evidenced by forcible entry to your Unit; 7.6.2. Loss or Damage discovered after your Property is removed from our Facility; 7.6.3. loss you suffer because you cannot access the Facility or the Unit, whatever the cause; 7.6.4. loss or damage to your business, if any, including indirect or consequential loss, lost profits, income or savings, wasted expenditure or business interruption; 7.6.5. Loss or Damage caused by (i) moth, insects and vermin, unless from a source external to your Unit; (ii) ordinary leakage, ordinary loss in weight or volume, evaporation or the nature of the property stored; (iii) leakage of liquid from any receptacle or container, unless from a source external to your Unit; (iv) inherent vice and latent defect; (v) mould, mildew or rust, unless proven to result from water getting in from a source external to your Unit; (vi) atmospheric or climatic causes, including Loss or Damage to Property that is not suitable for storage; or (vii) electrical, electronic or mechanical derangement of any electronic or mechanical Goods, or Loss of or Damage to electronic items caused by a configuration failure of their controlling software or microchip, except where this results directly from external physical damage caused by our negligence; 7.6.6. any value an item has only because it is part of a pair or set, also excluding the value of an undamaged part of a pair or set; 7.6.7. any value that is purely sentimental; 7.6.8. reimbursing you for Storage Costs, unless Loss or Damage stops us from providing our services, in which case we will refund a proportion of the Storage Costs for the services not provided as a direct result; 7.6.9. Loss or Damage caused by, or as a result of, you or your Agents not complying with relevant laws and regulations; 7.6.10. Loss or Damage caused by anything you or your Agents do or fail to do, including failing to secure the Unit after a visit, failing to pack or stack the Goods properly and securely, the way the Goods are stored in the Unit, your or your Agents’ conduct in the Unit or at the Facility, and loading or unloading Goods into or from the Unit; 7.6.11. Loss or Damage to any Excluded Items; and 7.6.12. Loss or Damage caused by, or as a result of, your failure to comply with any condition of this Agreement, in particular your obligations in Conditions 6 and 7.

7.7. We are not in breach of this Agreement, or liable for any delay in performing or failure to perform any of our obligations, or any resulting Loss or Damage to Goods, if this results from events, circumstances or causes beyond our reasonable control. These include (but are not limited to) any Act of God, riot, strike or lock-out, trade dispute or labour disturbance, threat of or actual terrorism, an environmental or health emergency or hazard or recommended restrictions, epidemic or pandemic, or entry into any Unit or the Facility by, or arrest, seizure or confiscation of Goods by, competent authorities. If this happens, we are not responsible for failing to allow access to the Goods, the Unit and/or the Facility while the circumstances continue. We will try to minimise their effects.

7.8. You must compensate us for the full amount of all claims, liabilities, demands, damages, costs and expenses (including reasonably incurred legal and professional fees) incurred by us or by third parties (“Liabilities”) that result from or are incidental to: (a) the use of the Unit (including the ownership or storage of Goods and/or Excluded Items in the Unit, the Goods themselves and/or accessing the Facility); (b) a breach of this Agreement by you or any of your Agents; or (c) enforcing the terms of this Agreement.

7.9. You agree to comply with this Agreement and with all laws and regulations relevant to the use of the Unit, including laws relating to any Goods stored and the way they are stored. You are responsible for all Liabilities that result from a breach of this.

7.10. If we have reason to believe you are not complying with all relevant laws and regulations, we may take any action we consider necessary, including action under Conditions 5.6 and 11.2, contacting, cooperating with and/or handing Goods to the relevant authorities, and/or immediately disposing of or removing Goods at your expense. You agree that we may take this action at any time, even if we could have acted earlier.

8. Personal information

8.1. We collect information about you and any ACP when you register and while this Agreement continues, including personal data (“Data”). We process Data in line with the UK GDPR, the Data Protection Act 2018 and all associated laws. How we use Data, and your rights over it, are set out in our Privacy Notice at www.wowstorage.co.uk/privacy/. You confirm that any ACP has agreed to you giving us their Data on these terms.

8.2. If you give consent, we will use Data for feedback purposes, including to give you information about products or services we provide, in response to your requests or where we believe they may interest you. Your choice about this use of Data is shown on the Self Storage Agreement, and you can change it at any time by contacting us.

8.3. We will pass Data to our claims agent where they need it to handle a claim you make, on our behalf.

9. Communications and notice

9.1. We may send you notifications about day-to-day matters and minor changes to this Agreement by email and/or by SMS, if you have agreed to receive notifications by SMS. These notifications take effect one hour after sending, or immediately if they relate to an urgent problem or emergency. We may also send you a direct message on your social media accounts.

9.2. Notices from us or from you about more significant changes to the services and these terms, or to enforce rights under this Agreement (such as ending the Agreement, changing prices, significant disruption, or enforcing our right to sell or dispose of Goods), must be in writing and delivered by hand, pre-paid post or email. Notices are treated as received at the time of delivery by hand, one day after sending by email, or 48 hours after posting. Our notices to you will be sent to the addresses on the Self Storage Agreement, or to the most recent United Kingdom address and/or email address you have given us, and/or by direct message to your social media accounts. If we cannot contact you at your last notified postal or email address, a notice is treated as given to you if we serve it on the ACP named on the front of this Agreement at the ACP’s last notified postal or email address. Any notice from you must be delivered to us by hand or by post to the address on the Self Storage Agreement, or by email to info@wowstorage.co.uk. Where more than one contact is named on the Agreement, a notice to or from any one of them is sufficient for the purposes of any notice requirement under this Agreement.

10. If your Property is lost or damaged

10.1. If you have your own insurance covering Loss or Damage to your Property, you must claim from your insurers first.

10.2. Despite Condition 10.1, if you discover Loss or Damage to your Property: 10.2.1. when the Facility is staffed by our employees (“Manned”), you must tell us in person as soon as reasonably practicable after discovering it, and before removing any affected Goods from your Unit; 10.2.2. when the Facility is not staffed (“Unmanned”), to show that the Loss or Damage happened during the Storage Period in your Unit, you must follow these conditions (the “Unmanned Notification Conditions”): 10.2.2.1. email us at info@wowstorage.co.uk as soon as reasonably practicable after discovering any Loss or Damage, including (a) a written description of which Goods are affected and the nature of the Loss or Damage, and (b) photographs of the affected Goods before you remove them from your Unit or, if that is not practical, photographs clearly showing the affected Goods near your Unit within our Facility (an “Email Notification”); 10.2.2.2. your Email Notification must be sent before any affected Goods are removed from our Facility. We are not liable for any Loss or Damage notified after your Property is removed from our Facility unless an Email Notification has been sent; 10.2.2.3. if you cannot fully meet the Email Notification requirements, you must tell us in person, by telephone or in writing as soon as reasonably practicable after discovering the Loss or Damage.

10.3. In any event, you must give us as many details as practicable of any Loss or Damage, in writing or by email to info@wowstorage.co.uk, within seven (7) days of discovering it. In exceptional circumstances we may agree to extend this time limit if you ask in writing within seven (7) days of discovering the Loss or Damage.

10.4. The sooner you tell us about Loss or Damage, the sooner we can establish the cause and investigate properly. We will give you a claim form, and you must make every effort to return it completed within a reasonable time.

10.5. We are not liable for any Loss or Damage to your Property unless you notify us in line with Conditions 10.2 and 10.3.

10.6. After you have notified us of Loss or Damage, if you do not hear from us within a reasonable time, you may contact our claims agent directly: RCS, Swan House, Swan Centre, Leatherhead, Surrey KT22 8AH, United Kingdom. Tel: +44 (0)1372 385970. Email: info@removalclaims.co.uk.

10.7. You must make every reasonable effort to prevent further Damage to your Property. If any Goods are wet or damp, you must move them away from undamaged Property and from the water source. Tell us if you think you may need extra storage space to do this.

10.8. For your own safety, do not touch any Goods damaged by vermin of any kind or affected by mould.

10.9. You must keep, and not dispose of, any damaged Property until we have had a reasonable opportunity to inspect the damage (if necessary).

10.10. We may make any enquiries necessary to investigate Loss or Damage to Property. You agree to cooperate with our enquiries and to provide any additional relevant information we ask for without delay.

10.11. If you choose StoreProtect, you must also meet the Additional Claim Requirements in the StoreProtect Addendum.

10.12. If you give us misleading or incorrect information about a claim for Loss or Damage to your Property, or make a claim that is fraudulent, false or exaggerated, we may reject the claim, cancel or void the StoreProtect Addendum without refunding StoreProtect Charges, and recover from you any costs we have incurred in dealing with your claim, where applicable.

11. Cancelling or ending the Agreement

11.1. If you entered into the Agreement without physically coming to the Facility, you have 14 days after we confirm acceptance of your order to change your mind (the “Cooling-off Period”). If you cancel during this period, we will give a refund based on the length of storage you have used before cancelling, once all Goods have been removed from the Unit. We can use any payment you have made to settle some or all of this sum. You can cancel by email, post or telephone, quoting your name, address, date of order and Unit number.

11.2. Unless both parties agree otherwise in writing, either of us may end this Agreement at any time by giving the other written notice under Condition 9.2. The standard notice period is 1 month, given before your next invoice due date. If your Self Storage Agreement shows a different notice period, that period applies. The date on which the Agreement ends (the “Termination Date”) must be at least that notice period after the notice is given. If you carry out illegal or environmentally harmful activities, or breach this Agreement and (where the breach can be put right) fail to put it right within 14 days of our request to do so, we may end the Agreement immediately by notice. If you give less than the required notice, we may keep apportioned Storage Costs from the Deposit, or charge them to you. You must remove all Goods from the Unit before close of business on the Termination Date, and leave the Unit clean and in a good state of repair to our satisfaction. If Goods and/or rubbish are left in the Unit after the Termination Date, Conditions 4.2 and 6.7 apply. You must pay any outstanding Storage Costs and any other fees or expenses owed to us up to the Termination Date, or Conditions 4.1 to 4.5 may apply. We will calculate any outstanding fees. If we enter the Unit for any reason and there are no Goods in it, we may end the Agreement without advance notice, but will send you notice within 7 days.

11.3. You agree to examine the Goods carefully when you remove them from the Unit, and must tell us about any Loss or Damage under Condition 10.

11.4. The end or expiry of this Agreement does not affect any rights, remedies, obligations or liabilities of you or us that arose before it ended or expired. This includes the right to claim damages for breach of the Agreement, liability for outstanding money, property damage, personal injury, environmental damage, and legal responsibility under this Agreement.

12. Other important terms

12.1. We may change the Storage Costs or other terms of this Agreement, and add new terms, as long as we tell you about the changes in writing. The changed terms take effect on the first Due Date that is at least 28 days after the date of our notice. You may end this Agreement without charge before the change takes effect, by giving notice under Condition 9.2. Otherwise, your continued use of the Unit counts as acceptance of the changed terms.

12.2. You acknowledge and agree that: (a) the terms of this Agreement (including the StoreProtect Addendum where applicable) are the whole agreement between us, and in entering it you do not rely on any statement, promise, representation, assurance or warranty that is not set out in it; (b) any descriptions or illustrations on our website are published only to give an approximate idea of the services described, and do not form part of this Agreement or have any contractual force; (c) the terms of this Agreement apply to the exclusion of any other terms that you seek to impose or include, or that are implied by law, trade custom, practice or course of dealing; (d) you have raised all questions relevant to your decision to enter this Agreement with us, and we answered them to your satisfaction before you entered it; (e) any special terms agreed between us have been recorded in writing and included in this Agreement; (f) if we decide not to use or enforce a right against you at a particular time, that does not stop us from using or enforcing it later, unless we tell you in writing that we have waived it; (g) no one other than you and us has any rights under this Agreement, and the Contracts (Rights of Third Parties) Act 1999 does not apply; (h) if any provision or part of a provision of this Agreement is or becomes invalid, unlawful or unenforceable, it will be treated as deleted, without affecting the rest of this Agreement; (i) you may not assign or transfer any of your rights under this Agreement, or part with possession of the Unit or the Goods while they are in the Facility; (j) we may transfer our rights under this Agreement to another organisation, and will let you know if we plan to do so; and (k) where there are two or more joint customers, each takes on the obligations under this Agreement jointly and severally, and we may enforce our rights against any one of them.

12.3. This Agreement is governed by English law, and any dispute or claim brought by either party will be decided by the courts of England and Wales. The parties must first try to settle any dispute in connection with this Agreement by mediation, conducted by a mediator who is independent of the parties and appointed by agreement between them. Except for emergency interim relief, neither party will start legal proceedings against the other unless it has first offered to submit the dispute to mediation and mediation has not started within a reasonable time after that offer.

StoreProtect Addendum

Please read the detailed terms below. In particular, please note “Exclusions: what StoreProtect does not provide for”, because it includes terms where we limit or exclude our liability to you in certain circumstances.

“StoreProtect” means an agreement to accept an enhanced liability for Loss or Damage to your Property, as described in this Addendum. StoreProtect is not a contract of insurance. We are not an insurance company, and we are not acting as your agent. We have no obligation to arrange an insurance policy in your name. We take on the risk of liability ourselves, but we may choose to arrange insurance that covers our liability to you in certain circumstances. StoreProtect may not be available in certain circumstances, and we may decline it at our sole discretion where you have said you would like it.

What do I receive?

In return for payment of the StoreProtect Charges, we agree to accept an enhanced liability for Loss or Damage to your Property, and Condition 7.2 of our Conditions of Agreement does not apply. Instead, we accept liability for Loss or Damage (as defined) to your Property following a breach of our Duty of Care, up to a maximum of the Maximum Replacement Value, or the actual value of your Property affected by Loss or Damage (whichever is less), taking into account any Proportional Reduction and subject to certain exclusions (see “Exclusions: what StoreProtect does not provide for”). Our liability starts when you place your Property in your storage Unit, and ends immediately when your Property is removed from it.

Our liability to you under StoreProtect for Loss or Damage to your Property is assessed as the cost of (a) repair or cleaning, or (b) the Replacement Value, whichever is smaller, at our option. We accept no liability for depreciation following repair. If you choose StoreProtect, you no longer have to arrange insurance for your Property (Condition 7.2.2 of our Conditions of Agreement).

If you make a claim, claims processing administration charges apply. We will deduct a charge of £100 from any settlement awarded to you to cover our administration costs (the “Claims Admin Fee”).

Our Duty of Care under StoreProtect

Our liability for the Goods under StoreProtect is that of a reasonably careful person in the same circumstances. We are not liable for any Loss or Damage to the Goods, however caused, while they remain in the Unit or in our care, custody or control, unless it resulted from our failure to take the care a reasonably careful person would take of the Goods in the same circumstances, and we are not liable for damage that could not have been avoided by taking that care.

Your responsibility

To have StoreProtect, you must: provide a Maximum Replacement Value during the booking process; confirm during the booking process that you want StoreProtect; pay us the StoreProtect Charges; and make sure the Maximum Replacement Value stays accurate throughout this Agreement.

Our maximum liability

We have no liability in any circumstances for Loss or Damage to your Property above the Maximum Replacement Value, or above the actual value of your Property lost or damaged if that is less than the Maximum Replacement Value.

Proportional Reduction

If the Maximum Replacement Value you give is less than the actual total Replacement Value of all your Property in your Unit at the time of the Loss or Damage, our liability is reduced to reflect the proportion that your Maximum Replacement Value bears to the actual total Replacement Value (“Proportional Reduction”). For example, if your Property has a total replacement value of £10,000 but you declared a Maximum Replacement Value of £5,000, our liability is reduced by 50%. So if £3,000 of your Property is lost or damaged, our liability would be £1,500.

General exclusions and limitations

We exclude and limit certain types of Loss or Damage, as set out in Condition 7 of our Conditions of Agreement. These exclusions and limitations apply whether or not you choose StoreProtect. If Excluded Items (Condition 6.3) are stored in your Unit without our knowledge, in breach of this Agreement, you bear the risk of any Loss or Damage to them (Condition 7.9). We are not liable for any Loss or Damage to your Property unless you notify us under Condition 10.

Exclusions: what StoreProtect does not provide for

StoreProtect cannot be accepted for: any motorcar, motorbike, boat, caravan, motorhome or other motorised vehicle or trailer (“Vehicles”) stored outside a Unit; any food or perishable Goods; or any delivery and collection Goods. For these, our liability is restricted under Condition 7.2.1, and the requirement to insure your Property in Condition 7.2.2 still applies, whether or not you choose StoreProtect for other stored Property.

Our liability for Loss or Damage to the following Goods is restricted, and Goods worth more than the amounts below should not be stored without our express written permission: jewellery, watches, precious stones, precious metals and stamps of all kinds above £1,000 in total; furs, fine art, perfumery, tobacco, cigars, cigarettes, beers, wines, spirits and the like above £15,000 in total; and Electronic Items above £25,000 in total. “Electronic Items” means all consumer and commercial electrical appliances and instruments, including but not limited to televisions, computers, laptops, tablets, mobile phones, cameras, hi-fis, stereos and the like. Heavy electrical items such as switchgear, turbines and generators are not treated as electronics.

Why we restrict our liability

It is not always clear how Loss or Damage was caused, so we must limit or exclude our liability for Loss or Damage to your Property in certain circumstances. We also cannot accept liability for Loss or Damage that could not reasonably have been avoided. Please remember that StoreProtect is not a contract of insurance, and you can choose to arrange your own insurance separately.

Our agreement

Our standard Conditions of Agreement also apply in full, except that, if you choose StoreProtect: (a) we accept an enhanced liability as described above, so the limit in Condition 7.2.1 is replaced by the Maximum Replacement Value (taking into account any Proportional Reduction), and our Duty of Care for your Property is as set out above; and (b) the requirement to insure your Property in Condition 7.2.2 becomes an option rather than a requirement.

Failure to pay StoreProtect Charges

If you do not pay the StoreProtect Charges in full on the due date for payment (Condition 3.2), you will not benefit from the enhanced liability under StoreProtect. Instead, our liability to you will be restricted to Loss or Damage caused by negligence, limited to £100 under Condition 7.2.1, and you will need to insure your Property under Condition 7.2.2. At our sole discretion, we may reinstate StoreProtect when any overdue or outstanding StoreProtect Charges are paid, unless Loss or Damage to your Property has already happened before they are paid.

Termination and cancellation

You may cancel StoreProtect at any time by giving us written notice before your Property is removed from storage, by email to info@wowstorage.co.uk or by post to the address on your Self Storage Agreement. If you cancel before the storage services start, we will refund all StoreProtect Charges you have paid. If you cancel after the storage services have started, we will refund any StoreProtect Charges you have paid in advance for the period after cancellation (that is, from the date we receive your notice).

Your right to benefit from StoreProtect ends automatically if you do not make all payments when due under Condition 3. We may cancel your right to benefit from StoreProtect and end this Addendum at any time by giving you thirty (30) days’ notice in writing. Where we cancel or end StoreProtect, we will refund all StoreProtect Charges you have paid in advance for the period after the cancellation date we give you.

After the StoreProtect cancellation date, our liability to you returns to the normal level in Condition 7.2.1, and you will need to insure your Property under Condition 7.2.2. If you then decide to end the storage agreement, you must give the full notice required under Condition 9.2 and the Termination Notice Period on your Self Storage Agreement.

If your Property is lost or damaged

If you discover Loss or Damage to your Property, you must fully comply with Condition 10 of our Conditions of Agreement. To assess your claim fully, we may also need: estimates for cleaning, repairs or replacement; as many details as possible about the affected Goods, including photographs of any damaged areas and of the damaged Goods in full; photographs showing all your Property in your storage Unit, including undamaged items (the whole Unit before anything is removed); for damaged electrical items, photographs of any manufacturer labels showing the make and model; where you believe your Property has been stolen, photographs of the door, walls or padlock showing forced entry to your Unit, and a Crime Reference Number, as you must notify the Police immediately; where you believe water got in and caused damage, photographs of the possible source; where your Property can be professionally repaired, estimates before the work is done; for Goods lost, stolen or damaged beyond repair, proof of ownership (including receipts) where possible, the make and model, and evidence of replacement value. We may ask for damaged Goods to be cleaned where possible, including dry cleaning or home laundry, before we consider any claim settlement. Reasonable cleaning costs may be considered as part of the claim settlement.

Hamilton West Property Services Limited trading as WOW Storage. Registered in England and Wales, company no. 12532014. Registered office: c/o Gorrie Whitson Limited, 1st Floor, Cromwell House, 14 Fulwood Place, London WC1V 6HZ.