Storage Poplar Service Terms and Conditions

These Terms and Conditions set out the basis on which Storage Poplar provides removal, transport and storage services within the United Kingdom. By placing a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below.

Customer means the individual, company or organisation that books or receives services from Storage Poplar.

Services means any removal, loading, unloading, transport, storage, packing, unpacking, or ancillary services provided by Storage Poplar.

Goods means the items, furniture, personal belongings, equipment, or other property that we move, handle, store or otherwise deal with on your behalf.

Agreement means the contract between you and Storage Poplar, incorporating these Terms and Conditions and any written quotation or booking confirmation we issue to you.

2. Scope of Services

Storage Poplar provides household and commercial removal and storage services, including local and regional moves, loading and unloading, short-term and long-term storage, and related services as agreed in writing. The precise scope of your service will be set out in our quotation or booking confirmation.

Any services requested that are not specified in the quotation or booking confirmation will be treated as additional services and may incur additional charges. We reserve the right to refuse services that we consider unsafe, unlawful, or beyond our normal operational capability.

3. Booking Process

All services must be booked in advance. A booking is made when you accept our written quotation or booking proposal and we provide you with a booking confirmation. Bookings may be made by our online form or by other written communication method as made available by us from time to time.

You are responsible for ensuring that all information you provide during the booking process is complete and accurate, including addresses, access details, parking arrangements, the nature and quantity of Goods, the presence of fragile or high-value items, and any special handling requirements.

Our quotation is based on the information provided by you. If, at the time of the service, the actual circumstances differ from those described, we may adjust the price accordingly, or where necessary, decline to carry out part or all of the service.

We may require proof of identity or authority from the person making the booking, particularly for commercial or multi-occupancy premises.

4. Quotations and Pricing

Unless otherwise stated in writing, our quotations are estimates and not fixed-price offers. They are usually based on the volume or description of Goods, access conditions, distance, service time, and the level of labour required.

Quotations are normally valid for a limited period from the date of issue. After this period, we may revise or withdraw our quotation without notice. All prices are in pounds sterling and may be subject to applicable taxes or surcharges which will be indicated where relevant.

We reserve the right to adjust prices in the event of material changes to fuel costs, tolls, congestion or clean air zone charges, or other external costs beyond our control that arise between the date of quotation and the date services are performed.

5. Payments and Charges

Unless otherwise agreed in writing, payment is due in full prior to the commencement of services. For removals and transport services, payment is normally required at the time of booking or within the timeframe stated on your booking confirmation. For ongoing storage, payments are normally due monthly in advance.

We accept payment by the methods we specify from time to time. You agree to pay all charges set out in the quotation or booking confirmation, together with any additional charges incurred as a result of changes to the service, delays outside our control, or breaches of these Terms and Conditions by you.

If payment is not received when due, we may suspend or cancel services, refuse to release stored Goods, and charge interest on overdue amounts at the statutory rate permitted under UK law, calculated daily until payment is received in full.

For storage accounts, if payment remains overdue after reasonable notice, we may exercise a lien over your Goods and, as a last resort and only after further notice, sell or dispose of Goods to recover outstanding sums, in line with applicable law and reasonable industry practice.

6. Customer Responsibilities

You are responsible for:

Ensuring that you are legally entitled to move or store the Goods and that they do not include items prohibited under these Terms and Conditions or under relevant law.

Providing accurate and complete information regarding the nature, value, fragility and quantity of Goods.

Ensuring suitable access at collection and delivery addresses, including obtaining any parking suspensions, permits or permissions required. We are not liable for parking fines or penalties incurred as a result of inadequate or incorrect information provided by you.

Properly packing and labelling Goods unless you have requested and paid for a packing service. We are not responsible for damage to Goods when they have not been packed appropriately or where cartons are not sealed or structurally sound.

Being present, or ensuring a responsible adult is present, at collection and delivery addresses to direct the crew and sign relevant documentation, unless otherwise agreed in writing in advance.

Complying with all applicable laws and regulations in connection with the transport and storage of your Goods.

7. Prohibited and Restricted Items

Certain items must not be moved or stored by Storage Poplar. These include:

Perishable goods and foodstuffs that may spoil or attract pests.

Explosives, flammable or hazardous materials, including gas cylinders, fuel, chemicals, paints, solvents and similar items.

Illegal items, unlawfully obtained goods, or items in breach of export, import or other regulatory controls.

Animals, plants, or other living organisms.

Any other item that we reasonably consider to pose a risk to people, property, or the environment.

If such items are found among your Goods, we may remove, dispose of, or decline to transport or store them, and you will be responsible for any related costs, losses, or liabilities.

8. Waste and Environmental Regulations

Storage Poplar is not a waste disposal provider. You must not present waste, rubbish or items intended solely for disposal as part of a standard removal or storage service unless we have expressly agreed a clearance or disposal service and specified any additional charges.

Any removal of waste or items for disposal will be carried out in accordance with applicable UK waste regulations. Where we agree to remove waste, you confirm that you have the right to dispose of those items and that they do not include hazardous or regulated waste which would require special handling, unless this has been declared and accepted by us in writing.

If you present waste or prohibited materials without prior agreement, we may refuse to carry those items, apply additional charges for handling or disposal, or require you to make alternative arrangements. You will be responsible for any penalties, fines or regulatory action arising from the presence of unlawful or improperly classified waste among your Goods.

9. Cancellations and Amendments

You may cancel or amend your booking by giving us written notice. The applicable charges for cancellation or amendment will depend on the amount of notice provided, as set out in your quotation or booking confirmation, or as follows where not otherwise specified.

If you cancel more than a reasonable period before the service date, for example several working days in advance, we will usually refund any prepayments, less any non-refundable charges we have incurred on your behalf.

If you cancel on short notice, including on the scheduled service date, or fail to be present at the agreed time and location, we reserve the right to retain all or part of the service fee to cover our costs and lost opportunity.

Where you request changes to the date, time, addresses, or nature of the service, we will endeavour to accommodate your request but cannot guarantee availability. Changes may result in revised pricing. If we cannot accommodate your requested change and you choose to cancel, the standard cancellation charges may apply.

10. Delays and Access Issues

We will use reasonable care to arrive and complete services within agreed timeframes, but timings are estimates and not guaranteed unless expressly agreed in writing as a time-critical service.

We are not responsible for delays caused by traffic, weather, accidents, road closures, public events, or other circumstances beyond our reasonable control. In such circumstances, we will take reasonable steps to keep you informed and complete the service as soon as practicable.

If we encounter access issues at collection or delivery addresses, such as insufficient parking, restricted access, waiting times for keys or building management, or unanticipated long carrying distances, we may charge for waiting time or additional labour at our standard rates.

11. Our Liability for Loss or Damage

We will exercise reasonable care and skill in providing our services. Our liability for loss of or damage to Goods, or for delay, will be limited as set out in this section.

We are not liable for loss or damage that arises from your own actions or omissions, including inadequate packing by you, failure to protect fragile items, or failure to remove or secure fixtures and fittings properly.

We are not liable for damage to Goods where there is no visible external damage to the packaging or container in which they were carried or stored, or where Goods are inherently defective, fragile, or subject to deterioration.

We are not liable for loss of profits, loss of business, loss of opportunity, or any indirect or consequential loss, even if we have been made aware of the possibility of such loss.

Our total liability for any claim arising out of or in connection with the services, whether in contract, tort, or otherwise, shall be limited to a reasonable sum relative to the value of the affected Goods or the charges paid for the relevant service, whichever is lower, unless otherwise required by law. You are advised to arrange your own insurance cover for high-value items or where you require protection beyond our standard limitations.

Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability which cannot legally be limited or excluded under UK law.

12. Claims and Notification of Loss

You must inspect your Goods promptly on delivery or when accessing them from storage. Any apparent loss or damage should be reported to us as soon as reasonably possible, providing details of the items affected, the nature of the damage, and supporting evidence where available.

We may require you to complete a written claim form and provide photographs, receipts or other documentation to help assess your claim. Failure to notify us of any loss or damage within a reasonable period may affect our ability to investigate and may reduce or extinguish any liability we may have, in line with applicable law.

13. Storage Terms

For storage services, you grant us the right to store your Goods in a suitable facility of our choosing. We may move Goods between facilities at our discretion, provided that we take reasonable care and your access rights are not materially affected.

You are responsible for ensuring that stored Goods are properly packed and labelled. We may restrict or supervise access to storage areas for safety and security reasons. Access must be arranged by prior appointment and may be subject to identification and verification procedures.

If you fail to pay storage charges or other sums due, or fail to collect your Goods after termination of storage services, we may exercise a lien over your Goods and, after providing reasonable notice, sell or dispose of them to recover outstanding amounts and reasonable costs, in accordance with UK law.

14. Insurance and Risk

Risk in the Goods remains with you at all times, except where otherwise required by law. You are strongly advised to maintain adequate insurance cover for your Goods during transport and storage.

Any insurance cover offered or arranged by us will be subject to separate terms and conditions. It is your responsibility to read and understand any such terms and to ensure that the level and scope of cover are sufficient for your needs.

15. Data Protection and Privacy

We collect and process personal data in order to provide our services, manage bookings, handle payments, and comply with legal obligations. We will handle your personal data in accordance with applicable data protection laws in the United Kingdom.

We may use your contact details to communicate with you about your booking and to provide information related to our services. We will not sell your personal data to third parties. Where we share data with carefully selected partners or service providers, this will be for the purposes of delivering the services you have requested or complying with legal responsibilities.

16. Termination

We may terminate the Agreement or suspend services immediately if you fail to pay sums due, commit a serious breach of these Terms and Conditions, use our services for any unlawful purpose, or act in an abusive or threatening manner towards our staff or contractors.

Upon termination, all sums outstanding become immediately due and payable. You must arrange prompt collection of any stored Goods, subject to settlement of outstanding fees. If you do not do so within a reasonable time, we may proceed in accordance with the storage provisions of these Terms and Conditions.

17. Variations to These Terms

We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that booking. Any changes will not affect bookings already confirmed, unless the change is required by law or regulatory guidance.

18. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with the services provided, shall be governed by and construed in accordance with the laws of England and Wales.

You and Storage Poplar agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter, except where applicable consumer protection laws provide you with the right to bring proceedings in another jurisdiction.

19. Severability and Entire Agreement

If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, illegal or unenforceable, that provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.

These Terms and Conditions, together with any quotation or booking confirmation issued by us, constitute the entire agreement between you and Storage Poplar in relation to the services provided and supersede any prior understandings or agreements, whether written or oral.

By confirming a booking with Storage Poplar or using our services, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.