Your Guide to Armadillo Self Storage - Big Yellow Self ... to Self... · into the store or flexi office the following items: • Food or perishable goods, unless you have prior approval

This document includes the Terms and Conditionsfor the room(s) taken which relate to the

Licence(s) signed.

Your Guide toArmadillo

Self Storage

Welcome toArmadilloThank you for storing at ArmadilloOur aim is for your storage with us to be as hassle-free and user friendly as possible.

The purpose of this guide is to:• Answer any questions that you might have.• Offer handy packing and storage tips.• Introduce you to other services we have available.• Outline health and safety requirements.• Outline our Terms and Conditions for Self Storage and Flexi Offices.• Outline our Terms and Conditions for our insurance.

Please read through the contents to help us and to ensure the safety and security of you – andyour belongings at all times.

Should you have any further questions, or require more details, our store reception will be openduring the following hours:

Monday – Friday 8am to 6pm

Saturday 9am to 6pm

Sunday 10am to 4pm

Or alternatively you can contact ourCustomer Support Centre on

freephone:

0844 391 1899Customer Support are openMonday – Friday 8am – 8pm,

Saturday 8am – 6pm; Sunday 9am – 5pm.

Or visit our website at

armadillostorage.co.uk

NB: Please check with your store or Customer Support Centre for our Bank Holiday trading hoursand any other variations.

Armadillo stores are managed by .Big Yellow Self Storage Company Ltda subsidary of Big Yellow Group PLC and part owned by Big Yellow HoldingCompany Ltd a subsidary of Big Yellow Group PLC.

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Your Guide to Armadillo Self Storage

Contents

1. Moving Ina. What you are not allowed to store 3b. Activities you are not allowed to conduct in your room, flexi office or in store 3c. Entering and exiting the store during reception opening hours 3d. Additional notes for customers with Extended Access 4e. Entering and exiting the Flexi Office 4f. Fire Safety 4g. Emergency evacuation procedures 4h. Lighting 5i. Health & Safety 5j. Reporting suspicious activity/damage to the store 5k. Support for disabled customers/visitors 5l. Kitchen Use (where available) 5

2. Packing and Storage Tipsa. Packing Tips 6b. Storage Tips 6

3. During Your Staya. Additional Services Available 6b. Waste management, recycling and disposal 7c. Change of personal details 8d. Change of payment details 8e. Goods value/Insurance changes 8f. Additional rooms/Increasing/Decreasing size of room 8

4. How To Give Us Feedback 8

5. Moving Outa. Giving notice 9b. Condition in which to leave room 9c. Refund procedures/Timescale 9

6. Additional Services – Terms & Conditionsa. Goods Handling/Forklift 9b. Key Holding 10c. Royal Mail deliveries for Flexi Office customers 10

7. Your Armadillo Terms & Conditions of Self Storage and Flexi Offices 11

8. Your Confirmation of Insurance – our Self Storage Open Cover Policy 19

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1. Moving In

a. What you are not allowed to storeTo ensure your goods – and other customers’ goods – are kept safe and secure, please do not bringinto the store or flexi office the following items:

• Food or perishable goods, unless you have prior approval from the Store Team.• Live animals or plants.• Combustible or flammable materials e.g. gas bottles (including empty bottles), aerosol cans, paints,

petrol, oil or cleaning solvents.• Pollutants, toxic or hazardous materials or contaminated goods e.g. asbestos and batteries.• Any items emitting any fumes, odour or smell e.g. perfumed goods.• Any item of high value requiring specialist storage e.g. jewellery, money, deeds, stamps, antiques,

fine art or fine wines.• Firearms, weapons, ammunitions or explosives including fireworks.• Waste materials.• Illegal goods.• Tyres.

b. Activities you are not allowed to conduct in your room, flexi office or storeTo ensure your goods – and other customers’ goods – are kept safe and secure, please make sure thefollowing standards are observed at all times in the store/your room or flexi office. Please do not:

• Smoke – smoking is strictly forbidden in all areas of the store and flexi offices.• Eat or drink inside the store – please return to your vehicle or flexi office to eat and drink.• Allow noise in the store or the car park to exceed a reasonable level.• Make any alterations to the room or attach anything to the internal or external surfaces of the room

including the windows.• Allow any liquid, substance or odour to escape from your possessions.• Obstruct corridors, stairways or stairwells.• Obstruct/keep open fire exits/fire doors.• Spray paint or carry out any mechanical work or electrical proceses.• Solder or use of any heat-generating equipment.• Allow any animals of any kind on Armadillo premises (with the exception of guide dogs for the

disabled); customers must keep any pets in their vehicles at all times.• Connect anything to a power point that does not comply with our terms and conditions.• Obstruct the visitability panel on the flexi office door.

Overall please be courteous and thoughtful to other customers.

c. Entering and exiting the Storage area during reception opening hours

Our store reception opening hours are: Monday – Friday 8am to 6pmSaturday 9am to 6pmSunday 10am to 4pm

These hours may vary on bank holidays, specified days or due to local trading restrictions. Pleasecontact your store or our Customer Support Centre to confirm any variation to these hours.

The correct entry and exit procedures will have been explained to you by our team when you movein. Please ask them to demonstrate anything you are unsure about. The key points to remember are:

• Ground Floor Entry – To enter the ground floor storage area, enter your PIN code (if applicable) intothe keypad by the gate/doors. This will release the gate/door lock.

• Upper Floor – Either call the lift from inside the ground floor storage area. The lift will then beavailable to take you to the upper floor. Alternatively, you may use the staircase.

• Ground Floor Exit – Push the button by the gate/door. The gate/door can now be opened.

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• Upper Floor and Basement Exit – Push the call button. The lift will arrive to take you back to theground floor.

• Emergency Assistance – If you need assistance in an emergency, please go to Reception.

• CCTV and Access Systems – For your safety and security our CCTV cameras record 24 hours, every day.

• Points to remember:• Your storage room door should remain open when you are in your room.• Your PIN (if applicable) should be kept secure from other people.• Always lock your room securely with your padlock, even if returning back to the loading bay for

more goods to put into your room.

d. Additional notes for customers with “Extended Access” (where available)• Customers can obtain access to their storage room outside of our normal reception hours (Extended

Access).

• If you have chosen this service as part of your move in pack, the Store Team will have provided youwith a Guide to Using the Extended Access. This should have been shown and explained to you indetail. If you have any concerns please ask for further details.

• CCTV and Access Systems – For your safety and security our CCTV cameras record 24 hours, every day.

e. Entering and Exiting the Flexi OfficeThe correct entry and exit procedures will be explained to you by our team when you move in. Pleaseask them to demonstrate anything you are unsure of.

f. Fire Safety• External fire exit doors must not be opened unless directed to by the store staff or in the case of an

emergency.• Fire doors must be kept closed at all other times.• The store will conduct a weekly fire alarm test.• The store will conduct a six monthly fire exit drill. You are required to comply with the drill and gather

at the Assembly Point if you are present during the drill. • You are responsible for training all your staff members in the correct fire exit and other relevant

procedures.

• Emergency Assistance – If you need assistance in an emergency, please contact Reception duringthe opening hours.

g. Emergency Evacuation ProceduresThe store team will show you the nearest exit route from your room and the emergency evacuationprocedure including the location of the assembly point. Should you require further advice please ask.

If the fire alarm sounds:• Do not use the lifts. • Leave the building immediately using the identified escape routes. These are clearly marked by fire

exit signs. • Do not block any fire exits with trolleys or goods.• Go to the Assembly Point and await a member of staff or the emergency services. • Only use the fire escape doors in an emergency. They are linked to our intruder alarm system and

opening them will activate the alarms.• If you see other people as you exit, please ask them to leave the building with you.

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0844 391 1899armadillostorage.co.uk

h. LightingLighting on the floors in the store is normally controlled by sensors. These sensors are in the corridors.Should the lights dim whilst you are in your room, please return to the corridor area to reactivate thesensor. All storage areas have emergency lighting that will allow adequate light in the corridors andstairwells to evacuate the store in the event of an emergency.

i. Health & Safety• Car Park:

• Please keep your speed to a minimum. Our car park speed limit is 5mph.• Only park in the designated parking areas/in your allocated space where applicable.• Please use the designated pedestrian walkways in the car park for your own safety.• Please be aware of other pedestrians and the forklift.• Office visitors must not use other office customers car park spaces or block access to the storage

area.

• Safety of Children • At no point leave children unattended – you are responsible for their safety.

• First Aid Box• This is located in Reception – please ask our team if it is required.

• Accident Reporting• All incidents/accidents must be immediately reported to the Store Manager. • All incidents/accidents will be recorded by our store team.

• Trolleys:• Please return them to the trolley bay when you have finished using them. Do not leave them in

your room.• Do not ride on the trolleys or allow children to use them.• Do not overload trolleys; ensure you can see over the top of them.• Do not use the pallet trucks unless you have been shown how.

j. Reporting Suspicious Activity/Damage to the Store• If you notice anything unusual or suspicious please notify a member of our team immediately.• We reserve the right to recover all costs associated with any damage caused by you or anyone

authorised by you (including hauliers, removal companies and couriers) while using the storage premises.

k. Support for Disabled Customers/VisitorsDisabled customers or customers who have a visitor with a disability should make this known to the store team.This will enable the store team to ensure that safe access in and around the store can be provided at all times.

Where applicable, in order to use the Extended Access the store will require 24 hours minimum noticefrom disabled customers (or customers with disabled visitors) for each Extended Access assisted visit.This is to enable us to arrange for a security guard to be present during your visit, if required. This will beprovided at the judgement of the store team.

l. Use of the Kitchen Areas (where available)• The kitchen area must be kept clean and tidy at all times. • All crockery and utensils must be cleaned immediately after your use.• Items stored in the cupboards and fridges are stored at your own risk.• Any electrical items (other than those provided by Armadillo) must be authorised by us in advance

before you can use them in the kitchen.• Please follow the waste disposal guidelines outlined in this Guide.

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2. Packing and Storage Tips

a. Packing Tips A full range of packing materials are available in our store reception. Below are some tips on how tobest pack your belongings.

• Stack chairs seat to seat with a cloth or paper to separate them.• Use good quality storage boxes.• Fill boxes to capacity – partially full or bulging boxes may tip or collapse.• Heavy items should be packed into small boxes so that they are easy to lift.• Take a copy of your inventory of your stored items and keep it in a safe place at home.• Protect your fragile goods in bubble wrap and tissue paper.• Fragile items such as crockery and glasses should be wrapped in paper or bubble wrap before

storing – do not use newspaper (the ink stains).• Pictures and mirrors should be wrapped in bubble wrap, marked fragile and stacked on their end.• Wrap table legs with bubble wrap or corrugated cardboard before storing.• Use our wardrobe boxes which allow you to store your clothing on hangers in order to keep their shape.• Protect your sofas, chairs and mattresses with our covers.

b. Storage Tips • Place heavy or bulky items in the room first to provide a good packing base.• Do not place heavy items on sofas or mattresses.• Always place a protective cover over your soft furnishings.• Lay a dust sheet on the floor of your room to protect your goods.• Always fully defrost and clean fridge/freezers before storing them.• Leave fridge/freezer doors open for ventilation and to prevent mould.• Garden equipment should be cleaned and lawn mowers should be drained of petrol before storing.• Avoid stacking or leaning furniture against outside walls to aid ventilation.• Cover your goods with a dust sheet to protect against dust.• Pack seasonal equipment at the front so it is easily accessible.

3. During Your Stay

a. Additional Services Available (selected sites only)• Extended Access

• Should you require access outside of the reception opening hours, additional access hours canbe given dependent on the store. The extended hours are normally 5am until 11pm.

• There will be a reasonable charge to you for using this service.• On occasions 24 hour access may be available, but this is only by prior arrangement and

agreement with the Store Manager.

• Forklifting• Should your goods require fork lifting please ask our store team. Our store teams are trained to

operate the forklift.• Full terms and conditions for use are provided in Section 6.• There could be a reasonable charge by Armadillo for using this service.• Please let the Armadillo store team know in advance if you are expecting a delivery which may

need forklifting.

• Collection and Deliveries• Receipt of Royal Mail postage is included as part of the Flexi Office Licence.• Parcel collection and delivery is an additional service. • Armadillo’s preference is for customers to handle their own deliveries.• If necessary our store team can accept deliveries/collections on your behalf, with our prior

arrangement. • Full terms and conditions for use are in Section 6.• There could be a reasonable charge by Armadillo for using this service.• It is the customer's responsibility to ensure all pallets received are removed from the site.

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0844 391 1899armadillostorage.co.uk

• Key Holding• If you request, the store can hold keys to your room.• Full terms and conditions for use are in Section 6.• There could be a reasonable charge by Armadillo for using this service.

• Office Services • Fax photocopying, shredding and scanning (at selected locations) services are available in our

reception.• There could be a reasonable charge by Armadillo for using this service.

• Additional services we can arrange; if interested please discuss with the store team• Telephone line, electric socket or lighting for your room.

• Use of Electricity• Should you require an electricity supply in your room to enable the use of equipment e.g.

computer/fax machine please discuss your requirements with our store team. You will be chargedfor the electricity you consume. No heating appliances can be used due to their fire hazardpotential.

• For occasional, low voltage use, electricity power points are provided in each store on everycorridor. Please ensure any leads are not across corridors and no trip hazard exists for otherpeople in the store.

• Flexi Office Keys• Additional flexi office keys can be requested.• There could be a reasonable charge for the provision of additional keys.• If keys are lost, the Store Manager must be notified immediately. Replacement keys will be

charged for.

b. Waste Management, Recycling and Disposal As a self storage service Armadillo does not dispose of customers’ waste, including pallets. Anycustomer found leaving waste in the store or outside the building will be charged for its disposal. ForFlexi Office customers general office waste and recycling will be be removed by Armadillo. Armadillowill provide a recycling bin for the Flexi Office and kitchen area.

Please follow the “three Rs principle” of waste management: Reduce, Reuse and Recycle.

• Reduce Waste• Keep all your goods in their protective packaging, as long as possible, to avoid damage and

wastage.• Only take what you require out of storage to minimise the chances of damage and creating waste.• Keep your storage area clean and tidy to avoid wastage through accidents and breakage.

• Reuse Waste• Try to repair damaged goods in storage for reuse later.• If you have goods that are no longer required, consider reusing them for an alternative purpose.• If possible use suitable waste materials as additional protection or packaging for your goods.

• Recycle• Should you create any waste that cannot be reused then recycle by segregation.• Sort your waste into labelled bags or other containers according to what is recyclable in your

area for materials such as:• Paper; Cardboard; Wood; Plastic; Glass; Metal etc.• Hazardous wastes such as materials that are potentially: dangerous; toxic; explosive and

irritants should be handled by an appropriately licensed waste disposal contractor. (E.g.batteries, fridges, freezers, light bulbs, televisions, solvent based paints and paint tins, mastictubes, resin tins, solvents, aerosol cans etc.)

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c. Change of Personal DetailsShould any of the following details require amendment please notify us immediately in writing/by email:

• Your home/mailing address.• Telephone numbers – mobile and landline.• Your nominated emergency contacts or authorised to manage account – i.e. names, telephone

numbers, address or email.• List of other people you wish to have access or remove from the access of your room.

d. Change of Payment DetailsShould you wish to change any payment details please notify us immediately in writing/by email:

• Bank details for direct debit – sort code number, account number or account name. You can prepay your rental – discounts are available when pre paying for over 24 weeks. Please ask yourstore team or Customer Support for further details.

e. Goods Value/Insurance ChangesShould the value of your goods increase or decrease, please notify the store immediately. Yourestimate of value can then be adjusted. Your insurance cover should also be adjusted to reflect therevised estimate of value and, should you insure with us, a new Insurance Application Form will needto be signed to confirm the revised insurance amount. Remember, your goods must remain insured atall times while they are in storage/in the Flexi Office to their full replacement value.

f. Additional Rooms/Increasing/Decreasing Size of RoomIf you require an additional space, a larger space or a smaller space please contact our store team asthis can be easily arranged.

4. How to Give Us Feedback

Do You Want to Give Us Feedback?We are committed to providing high quality service and standards to all of our customers. We wouldbe delighted to hear from you, be it to say well done to a store team or individual who has lookedafter you, or if you believe that things have gone wrong, or we have failed to meet the standards ofservice you expect. You could receive an email requesting feedback on your experience. We wouldappreciate you taking the time to complete this.

Our Store Managers, Area Managers, Heads of Department and Office Manager will pass on praise tothe Store teams and recognise their contribution. They will also discuss and investigate any complaintor comment received and will endeavour to resolve all matters speedily. The full contact details of ourHeads of Department are available on our website under the “Contact us” section, or can beobtained by calling our Customer Support Centre on 0844 391 1899.

What to do…Please bring the praise, problem or concern to our attention, either to the staff member you havedealt with or to the Store Manager.• We firmly believe that customer praise should be fed back to the staff member(s) concerned and

their Line Manager. We will ensure this is carried out on your behalf.• Each store has a Manager who will be more than happy to discuss and find a solution to any

problems or concerns you may have. The Store Manager will investigate any complaint or commentof dissatisfaction you may have. They will investigate the situation then endeavour to respond to youwithin 48 hours of receiving your complaint.

• Should the Store Manager be unable to resolve the situation and you wish your comments to beheard by our team in head office, please write to our Office Manager using the contact detailsopposite.

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Upon receiving any correspondence, our Office Manager will forward it to the relevant Manager. Therelevant Manager taking responsibility for your complaint will then endeavour to call you to discussyour comments further, as it is often easier to talk through any issues to get a fuller understanding.

We will then endeavour to investigate the issue within 48 hours of your bringing a complaint orcomment of dissatisfaction to our Office Manager. You will then receive a follow up call to discuss theoutcome and a letter will be sent to you confirming any resolution of outcome.

Please write to: The Office Manager, Armadillo Self Storage, 1-2 The Deans, Bridge Road, Bagshot,Surrey GU19 5AT or email [email protected]

5. Moving Out

a. Giving NoticeAll customers are requested to give the notice required on the Licence in writing unless the Licencespecifies otherwise. Should notice not be given, you will be charged for the notice period. Pleasenotify us of your mailing address if it has changed since the initial Licence agreement. This will allow usto return your security deposit to the correct address.

b. Condition in Which to Leave RoomYour room/Flexi Office is to be left clean and tidy, with all rubbish removed. The room must be leftwithout a padlock on the door. For Flexi Office customers all keys must be returned, as detailed onyour Flexi Office Licence. Any missing keys will need to be charged for.

c. Refund Procedures/TimescaleYou will receive a refund for any unused rental, insurance and initial deposit within 14 days of moveout, providing there are no outstanding charges. If you have been paying by Direct Debit pleaseremember to cancel the Direct Debit with your bank, upon receipt of your refund.

6. Additional Services – Terms & Conditions

a. Goods Handling/Forklift (other than by Royal Mail – see section c)• Deliveries can be accepted by Armadillo for customers who have storage/flexi office providing

the delivery is clearly marked for the attention of the customer named on the Licence. Anydelivery refused and requiring redelivery is at the customer’s expense. Deliveries accepted byArmadillo shall be subject to the “Additional Services – Terms & Conditions” set out in thisparagraph 6(a).

• Deliveries must be collected by the customer during Reception opening hours.• Deliveries will not be stored in a secure location immediately following their delivery to Armadillo.

However, Armadillo will generally move the delivery to a secure locker location as soon aspossible unless requested otherwise by the customer.

• The exception to this is if the delivery is of palletised goods/large items (too big to fit in a locker). Inthis case the delivery will be unchecked and will remain unsecured in the loading bay.

• The deliveries will not include any items that are prohibited, as detailed in condition 30 of theLicence.

• There may be a charge by Armadillo for using this service.• Armadillo accepts no responsibility for any damage or loss to goods that are delivered to a store,

whether such damage or loss is caused by breach of contract, negligence or breach of statutoryor other duty, including while those goods are stored by Armadillo awaiting collection by thecustomer. Goods delivered to our stores are at the customer’s own risk and will be unchecked bythe store team. Accordingly, Armadillo has no liability for any goods that are damaged or faultywhen they are delivered to the store.

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• Customers are responsible for ensuring that all taxes and duties payable in relation to a deliveryhave been paid. Armadillo shall not be liable for any unpaid taxes or duties in relation to adelivery. Customers will reimburse Armadillo for any costs or expenses incurred by Armadillo inconnection with any unpaid taxes or duties in relation to a delivery. Armadillo retains the right torefuse delivery if it suspects there is an outstanding tax or duties liability on such delivery.

• All deliveries of goods to Armadillo are at the customer’s sole risk. Armadillo does not insure goodsdelivered to the store. It is the customer’s responsibility to ensure that any goods delivered to thestore are insured.

• If the deliveries are left unclaimed for 24 hours in the loading bay or 7 days in a secure location aholding charge could be levied.

• Deliveries unclaimed after 30 days will be disposed of by the store.• Should the delivery require the use of a forklift to unload/load pallets, Armadillo and its employees

are to be held harmless from any damage or injury that may result from this, unless they havebeen negligent.

• Should the value of goods to be fork lifted exceed £5,000 this must be brought to the attention ofArmadillo prior to the commencement of the unloading.

• It is the customer’s responsibility to ensure all pallets received are removed from site. Should theybe left Armadillo could charge for their disposal.

b. Key HoldingIf required, the store can hold the keys to your room with the following conditions:

• You have permitted Armadillo to hold your key/s to the agreed room/s. • Armadillo has no liability for any damage and/or loss that may result from Armadillo holding such

key/s to the room/s.• There could be a charge by Armadillo for using this service.• This service is solely at the discretion of the Store Manager.

c. Royal Mail deliveries for Flexi Office customersnb: References to Royal Mail also encompasses similar mail delivery businesses• Armadillo may accept letters and parcels delivered by Royal Mail on behalf of customers who

have a Flexi Office. Armadillo may refuse delivery of such letters and parcels, including if thedelivery is not clearly marked for the attention of the customer named on the Licence. IfArmadillo refuses such delivery, any redelivery is at the customer’s expense.

• The letters or parcels must not include any items that are prohibited, as detailed in condition 30 ofthe Licence. Armadillo may refuse the letter or parcel if it suspects that such letter or parcelcontains a prohibited item.

• If the letter or parcel is accepted by Armadillo, the delivery will be subject to the “AdditionalServices – Terms & Conditions” set out in this paragraph 6(a).

• Armadillo does not make or keep any record of Royal Mail letters or parcels that it accepts fromRoyal Mail on behalf of its Flexi Office customers.

• If the letter or parcel is accepted by Armadillo, such letters or parcels will NOT be stored in asecure location following their acceptance by Armadillo. Once sorted, letters and parcels couldbe placed in open, unlocked pigeon holes in the Reception area.

• Letters and parcels delivered to our stores are at the customer’s own risk. Customers should notarrange for valuable or urgent letters or parcels to be delivered to their Flexi Office.

• Armadillo does not insure letters or parcels delivered to the store. It is the customer’s responsibilityto ensure that any letters or parcels delivered to the store are insured.

• Armadillo accepts no responsibility for any damage or loss to letters or parcels that are deliveredto a store by Royal Mail, whether such damage or loss is caused by breach of contract,negligence or breach of statutory or other duty, including while those letters or parcels are storedby Armadillo awaiting sorting or while those letters or parcels are in the open, unlocked pigeonholes. Accordingly, Armadillo has no liability for any letters or parcels that are damaged whenthey are delivered to the store or that are subsequently lost, stolen or damaged before they arecollected by the customer from the relevant pigeon hole.

• Customers are responsible for ensuring that all taxes, postage and duties payable in relation to aRoyal Mail letter or parcel have been paid. Armadillo shall not be liable for any unpaid taxes,postage or duties in relation to such letter or parcel. Customers will reimburse Armadillo for anycosts or expenses incurred by Armadillo in connection with any unpaid taxes, postage or duties inrelation to a Royal Mail letter or parcel. Armadillo retains the right to refuse delivery if it suspectsthere is an outstanding postage, tax or duties liability on such letter or parcel.

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Terms and Conditions of Licence of a Room to Store Goods

1. In these terms and conditions, the following words havethe following meanings:-

Access Hours the hours We permit You to access theRoom

Alcohol Storage the storage of wine and/or otheralcoholic beverages within a dedicatedstorage cellar at the Store

Conditions these terms and conditions, including theGeneral Conditions and any additionalterms and conditions that apply to theparticular licence You have

Deposit the amount specified on the LicenceForm

Due Date the Start Date for the first four weeks ofthis Licence and the corresponding datefor each following period of four weeks,or such other date We agree in writingwith You

General Conditions the Conditions set out from Conditions 1to 80 of This Licence

The Goods anything You store in the Room at anytime during the Licence Period

Licence Form the Licence Form You have signed andcompleted

Licence Period the period commencing on the StartDate and ending on the TerminationDate

Minimum Storage the minimum storage period statedPeriod on the Licence FormOther Charges Our fees for (each, as applicable): the

sale of general merchandise, extendedaccess, transportation, rental ofequipment, electricity or any otherservice and (any VAT payable) that maybe incurred by You from time to time

Our Licence Fees the amount specified on Your invoice(based on the weekly fee specified onthe Licence Form) plus any OtherCharges which shall also be paid by Youwhere it is or becomes applicable

Prompt Payment in respect of the payment of each andevery sum due under this Licence,payment on the Due Date or within two(2) working days afterwards, and inrespect of any sum being due under anyother agreement between You and Us,payment within five (5) days of that sumbeing demanded in writing

Room means the room(s) or, if You have a FlexiOffice Licence, the office space that Weallocate for Your use from time to time

Start Date the date specified on the Licence FormStore the storage facility in which the Room is

situatedTermination Date the date of termination of this Licence in

accordance with Condition 64Termination Notice the period of written notice stated Period on the Licence FormThis Licence the licence entered into between You

and Us, which includes the Conditionsand the Licence Form

We, Us, Our the Room provider named as theLicensor on the Licence Form

You, Your the Licensee named on the LicenceForm

Your Debt has the meaning described in Condition17

2. VAT will be chargeable on sums payable whererequired by the UK VAT legislation.

3. All Room sizes are approximate and We accept noresponsibility for their accuracy. In agreeing to OurLicence Fees You accept it applies to the Room You useand not any Room represented.

STORAGE4. So long as Your Licence Fees are paid up to date,

without limiting Condition 27, We licence You, but noother person to use the Room in accordance with thisLicence during the Licence Period.

5. You are deemed to have knowledge of the Goods inthe Room.

6. This Licence does not: 6.1 create a tenancy or lease or the relationship of

landlord and tenant between You and Us; or 6.2 mean that We are bailees, custodians or

warehousemen of the Goods. 7. We do not have and will not be deemed to have

knowledge of the Goods, or of the nature, condition orstate of repair of any Goods.

COSTDeposit8. You must pay Us the Deposit when You sign this Licence.

The Deposit will be returned to You (without interest)after this Licence terminates, less any amount We maydeduct to cover:8.1 any breach of Conditions 30 and 33; 8.2 Your Debt or any unpaid removal or other

charges; 8.3 any other obligation to Us that You have not

performed; or8.4 any sums accruing in respect of repairs or

cleaning or the making good of Your breach ofthis Licence or the Conditions which We consideris required as a result of the storage of the Goodswithin the Store, in order to bring the Store up tosubstantially the same standard and condition asit was at the Start Date.

9. We will refund the Deposit (or the balance of it if Wehave made any deductions) to You within fourteen (14)days of the Termination Date. Any such refund will beby company cheque, direct debit or an electronictransfer to a credit/debit card. No refunds will be givenby cash monies.

Our Licence Fees10. When You sign the Licence Form, You must pay Us Our

Licence Fees for the Minimum Storage Period. Afterthat, You must pay Our Licence Fees on the Due Date.All sums payable to Us under this Licence will becomedue immediately upon termination of this Licence inaccordance with Condition 64.

11. It is Your responsibility to make sure that payment ismade directly to Us on time and in full throughout theperiod of storage. If You pay by direct transfer, You mustmake sure that You identify the payment clearly so thatWe can easily see that it relates to Your account.

12. If You do not pay any of Our Licence Fees by their DueDate We may immediately without notice to Youwithdraw any further discounts, deductions, businessservices (where applicable) or other rebates on OurLicence Fees agreed to be granted by Us to You.

13. If You do not pay Our Licence Fees within ten (10) daysafter its Due Date, You must immediately on demandpay Us an charge for late payment (the “Penalty LateCharge”) which is the larger of 10% of Our (4 weekly)Licence Fees or £10. If Your failure to pay Our LicenceFees continues for fifteen (15) days or more after its DueDate and/or You fail to pay the Penalty Late Charge ondemand, We may (as an alternative) require You topay Us interest on the amounts outstanding shall incurinterest at the rate of 5% above the base rate of LloydsBank PLC, calculated from the date when paymentbecomes due up to and including the date of actualpayment including all accrued interest, whether beforeor after judgment. The Penalty Late Charge or interestshall be payable even if We exercise the right of saleunder this Licence.

14. Where You have more than one licence with Us, all willform one account with Us and We may choose toapply any payment made by You or on Your behalf forthis Licence against any debt due from You to Us on

7. Your Customer Licence Terms & Conditions

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any licence in the account. 15. Every time any amount submitted by You by way of

payment of Our Licence Fees is dishonoured, You mustimmediately on demand pay Us an administrativecharge of £10. In addition, once a payment method hasbeen dishonoured We can no longer accept payment inthis form and require payment of Your outstandingaccount by cash, debit card or credit card.

16. If You make a part payment of any of Our Licence Feesoutstanding under this Licence and We retain Your partpayment, this will not affect Our ability to take anyaction against You or to exercise any rights that Wehave under this Licence in respect of Our Licence Feesthat remain outstanding from You. The time period fromwhich We may take such action will still start from theDue Date on which the original Licence Fees were dueand the Due Date will not be extended as a result ofYour part payment.

DEFAULT – RIGHT TO SELL OR DISPOSE OF GOODS17. We take the issue of Prompt Payment very seriously. It is

very important that You make Prompt Payment of eachand every sum (including interest) whether invoiced ornot, owing from You to Us from time to time under thisLicence or any other agreement between You and Us(in this Licence called “Your Debt”).

18. If You do not make Prompt Payment of Your Debt, Youagree that:18.1 the Goods are left in the Room at Your sole risk; 18.2 without limiting Condition 18.1 or 39 or 40, We

exclude any liability in respect of the Goods whenpayment of Our Licence Fees or charges isoverdue; and

18.3 We may immediately exercise the lien describedin this Licence (in particular in Condition 19).

19. A lien means that We have a right to retain the Goodsuntil We have received full payment of Your Debt, andWe may sell or dispose of the Goods as describedbelow. We have a lien over the Goods for Your Debtuntil payment of Your Debt in full has been received byUs in cash, by bank transfer or, if by cheque, until thecheque has been paid by Your bank. The followingConditions apply to Our right of lien: 19.1 We are entitled to continue to charge You, and

You shall pay Us, fees and charges at the samerates as under this Licence from the date YourDebt becomes due until payment is made in fullor the Goods are sold or disposed of; and

19.2 in default of the Prompt Payment of Your Debt,You authorise Us:19.2.1 to refuse You and Your agents access to

the Goods, the Room and the Store, andto overlock the Room;

19.2.2 to access the Room and inspect andremove the Goods to another Room orStore; and

19.2.3 apply the Deposit against Your Debt and,if the Deposit is insufficient to clear YourDebt in full, to hold onto and/orultimately dispose of some or all of theGoods as described in Condition 20onwards, and You will be required to payour costs of taking this action, includingany costs associated with accessing theRoom, cleaning the Room and disposingof or selling the Goods.

20. If Your Debt is not paid thirty (30) days after the DueDate or if You fail to collect the Goods after We haverequired You to collect them or if You fail to collect theGoods upon expiry or Termination Date of this Licence,subject to Condition 21: 20.1 We may sell the Goods as if We were the owner of

the Goods; 20.2 We will pass all ownership to the Goods to the

buyer; 20.3 We will use the proceeds of sale to pay:

20.3.1 first the reasonable costs incurred by Usin administering the debt collection andsale process. These costs will include (forexample) auction costs, removal costs,

cleaning costs and charges for Our owntime;

20.3.2 secondly to pay Your Debt and to holdany balance for You. We are notrequired to give You any interest on thebalance; and

20.4 if the proceeds of sale are insufficient todischarge:20.4.1 all or any part of the costs described in

Condition 20.3.1; and 20.4.2 Your Debt, You must pay any balance outstanding to Uswithin seven (7) days of a written demand fromUs, which will set out the balance remaining dueto Us. Interest will continue to accrue on YourDebt until payment has been made.

21. Before We sell or dispose of the Goods, We will give Younotice in writing (provided by email, and/or where Weconsider it necessary, by hand, registered letter orrecorded delivery service) of the amount of Your Debtat the date of the notice and that if You do not payYour Debt within 10 days of the date of the notice, Wewill sell the Goods. We do not agree to give You anyfurther notice of any intended sale.

22. Where We decide to sell the Goods, We will sell theGoods by any method(s) reasonably available toachieve a selling price reasonably obtainable in theopen market, taking into account the costs of sale.

23. If in Our opinion the Goods cannot reasonably andeconomically be sold (for any reason whatsoever) orthey remain unsold despite Our efforts, You authorise Usto treat them as abandoned by You and to destroy orotherwise dispose of them at Your cost (and this cost willbe added to Your Debt).

24. We may also dispose of Your Goods if Your Goods aredamaged due to fire, flood or any other event that hasmade the Goods (in Our opinion) severely damaged,of no commercial value, or dangerous to people or Ourstore. We do not need Your prior approval to take thisaction, but We will send notice to You within seven (7)days of assessing the Goods (or, where possible, We willtry to give You prior notice).

25. You agree that We may immediately move, sell ordispose of any items that You leave unattended incommon areas or outside of Your Room at any timewith no liability to You. Where possible, We will try togive You prior notice.

ACCESS 26. You have the right to access the Room at any time

during the Access Hours of the Licence Period only forthe purposes of depositing, removing, substituting orinspecting the Goods and Your regular inspection of theRoom for damage or unsuitability of the Goods. You arenot permitted to have access to the Room for anyother purposes or outside Access Hours (unless Youhave paid to have extended access). We will try toprovide advance warning of changes in Access Hoursby notices at the Store, but We may change AccessHours to other reasonable access times at any timewithout giving any prior notice.

27. Only You and persons authorised in writing oraccompanied by You will be allowed to have access tothe Room (this includes any (“Authorised Person –Access Person” you nominate on the Licence Form).Any such person is Your agent for whose actions Youare responsible and liable to Us and to other users andlicensees of rooms at the Store. You may withdraw anyauthorisation at any time, but the withdrawal will not beeffective until We receive it in writing. We may ask forproof of identity from You or any other person at anytime (although We are not obliged by this Licence orotherwise to do so) and We may refuse access to anyperson (including You) who is unable to providesatisfactory proof of identity. We may refuse You or Youragents access at any time if We consider that thesafety of any person at the Store, or the security of theRoom or its contents, or other rooms at the Store or theircontents may be put at risk.

28. You permit Us and Our agents and contractors to

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access the Room and if necessary We may break thelock to gain access to the room: 28.1 if We give You not less than seven (7) days’ notice

so that We may inspect the Room or carry outrepairs, maintenance and alterations to it or anyother room or part of the Store; and

28.2 at any time without notifying You beforehand (butWe will give You notice as soon as practicableafterwards as long as We are not prevented bylaw from telling You):28.2.1 if We reasonably believe that the Room

contains any items described inCondition 30 or is being used in breachof Condition 32 and 33;

28.2.2 for the purpose of checking whether theRoom contains any items described inCondition 30 or if We reasonablyconsider that such access is necessary toascertain whether action needs to betaken to prevent injury or damage topersons or property;

28.2.3 if We are required to do so by the Police,Customs, Fire Services, Local Authority,by a Court Order, by a competentauthority or by law;

28.2.4 for any purpose if We believe it isnecessary in an emergency;

28.2.5 to obtain access for relocation purposesin accordance with Condition 34;

28.2.6 to obtain access in accordance with Ourpowers if You have not made PromptPayment of Your Debt; or

28.2.7 to prevent injury or damage to personsor property.

CONDITIONS29. You must ensure that the Room is locked so as to be

secure from unauthorised entry at all times when You arenot using the Room and that it is alarmed when Youleave the Store. We will not be responsible for locking anyunlocked Room. You should not leave Your key with,provide Your pin number to, or permit access to YourRoom to any person other than Your own agent, who isresponsible to You and subject to Your control and if Youdo so, You do so at Your own risk whether or not any suchperson is Our employee or agent. We do not accept anyliability for any person (including Our employee or agent)holding Your key and having access to Your Room andany such person acts as Your agent only.

30. You must not store or keep (and You must not allow anyother person to store) any of the following in the Room: 30.1 food or perishable goods (other than in

accordance with Conditions 86 to 88 or otherthan in Your Flexi Office if You have a Flexi OfficeLicence) unless approved by Us and providedthat they are protected from and do not attractvermin;

30.2 plants, birds, fish, animals or any other creatures,but this will not prevent You (or someoneauthorised to use the Room) from bringing aguide dog with You to the Room during Your visitto the Room;

30.3 combustible, flammable, explosive or oxidisingmaterials, liquids or gases e.g. paint, petrol, oil,cleaning solvents, gas cylinders, cellulose nitratefilm or fireworks;

30.4 firearms, weapons, ammunition, explosives or thecomponents thereof;

30.5 chemicals, radioactive materials, biologicalagents or asbestos;

30.6 pollutants, toxic or hazardous materials orcontaminated goods or other materials of apotentially dangerous nature;

30.7 any item which emits any fumes, smell or odour;30.8 any illegal substances, illegal items or goods

illegally obtained, including counterfeit goods,illicit (smuggled/counterfeit) tobacco, illicitalcohol, unlicensed medicines or unsafe goods(including toys, electrical items, cosmetics andfireworks);

30.9 compressed non-flammable gases without Ourwritten consent and in accordance with Ourspecific requirements;

30.10 any item of high value requiring specialist storage(including without limitation jewellery, money,bullion, deeds, bonds, securities, stamps, antiques,fine art or fine wines (except where We provideYou Alcohol Storage);

30.11 tyres; or30.12 waste materials including any materials or goods

for export deemed to be waste e.g. usedelectrical equipment (unless tested and certifiedfor re-use), used vehicles or parts thereof,

and You will be liable under Condition 43 if You store orkeep any of these items in Your Room.

31. You must ensure that when the Goods are presented forstorage, they will be securely and properly packed orbottled (as the case may be) and in such condition sothe Goods do not to cause damage or injury to theStore or to any other property, whether by spreadingdamp, infestation, leakage or the escape of fumes orsubstances or in any other way.

32. You must not (and You must not allow any other person to):32.1 use the Room or do anything at the Store or in the

Room which may be or may become anannoyance or nuisance to Us or the users orlicensees of any other room or any person at theStore;

32.2 do anything at the Store or in the Room whichmay invalidate any of Our insurance policies orthose of other room users or licensees or increasethe premiums payable on them;

32.3 use the Room as living accommodation; 32.4 use the Room as a home address or business

address and not use the address of the Store orthe Room for receiving or sending mail withoutour prior permission;

32.5 use the Room as an office, unless You have a FlexiOffice Licence with Us;

32.6 paint, spray paint or do any mechanical work ofany kind in the Room;

32.7 attach anything to the internal or externalsurfaces of the Room or make any alteration tothe Room;

32.8 allow any liquid, substance, smell or odour toescape from the Room or any noise to be audibleor vibration to be felt outside the Room;

32.9 cause any damage to the Room or any otherroom or the Store or its facilities or to the propertyof Us or any other room users or licensees or otherpersons at the Store and if You cause anydamage You must (at Our choice) repair, restoreor replace such damage or item or reimburse thecosts of making necessary repairs, restoration orreplacement or make proper compensation toother room users or licensees;

32.10 leave anything in or cause any obstruction orundue hindrance in any passageway, stairway,service area or other part of the Store and Youmust at all times be courteous to others and takereasonable care for Your own safety and that ofothers in using these areas;

32.11 leave any waste or refuse that is created bystoring the Goods and You will be charged thereasonable costs of disposing of such waste orrefuse if You do not comply with this Condition;

32.12 connect anything to any power point without Ourconsent. Any electrical appliance connectedmust be placed on a proper surface in an areadedicated for their use;

32.13 ignore any regulations in force from time to time atthe Store and in particular You undertake toobserve and comply with the “No Smoking” policythat is in effect in the Store and its common parts; or

32.14 display any signs at the Store or on the windows ofYour space without our written consent.

33. You must (and You shall ensure that Your agents):33.1 use reasonable care when at the Store or using

the Room and take all reasonable care in respectof the Room, the Store, and the property of Us or

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any other room users or licensees or other personsat the Store;

33.2 inform Us immediately of any damage or defectto the Room;

33.3 comply with the reasonable directions of any ofOur employees, agents and contractors at theStore and any further regulations or instructions forthe use, safety and security of the Room and theStore which We may issue from time to time;

33.4 pay for the reasonable cost of repairs or cleaningor making good to Your Room or Our Store, of anydamage caused by You or Your agents, includingany damage caused by Your removal, haulageor delivery contractors, or any disposal of refuseor waste;

33.5 maintain all electrical equipment used in theRoom in accordance with Health and Safetystandards and all compliance legislation. All itemsmust be safely connected. All electricalequipment must be PAT tested every year. This willbe carried out by contractors We haveapproved. We will give You notice of the testdate. The cost of these annual tests will berecharged to You as part of the Other Charges;and

33.6 comply with all environmental regulations in forcefrom time to time at the Store, including withoutlimitation, those relating to recycling, wastedisposal, energy and water usage and energysaving.

Relocation34. This Licence does not give You any right to exclusive

possession of the Room. We may at any time relocateYou to another Room specified by Us, which shall not besmaller than the current Room: 34.1 in the event of a fire or flood or other incident or

occurrence at the Store which in Our opinionrequires the Room or any part of the Store to beclosed or sealed off, and We will try and give Youseven (7) days’ written notice but this may notalways be possible; or

34.2 by giving You seven (7) days’ written notice if Weclose the Store or any part of the Store forredevelopment,

in these circumstances, where We have given You priornotice, You shall remove the Goods from the currentRoom and move them to the new Room. The Goodsmay need to be moved from the Room to anotherRoom in another store, which We will try to ensure is asnear as possible to the Store in the given circumstances.We agree to pay Your reasonable costs of removal ifWe have approved those reasonable costs in writing inadvance of the removal.

35. If You do not arrange for the removal of Goods to thealternative Room by the date specified in Our notice(where applicable), We and Our agents andcontractors may enter the Room and arrange forremoval of the Goods. In doing so, We and Our agentsand contractors will act as Your agent and the removalwill be at Your risk (except for loss or damage causedwilfully or negligently by Us and Our agents andcontractors, which is subject to limitation of Our liabilitycontained in Condition 39).

36. If the Goods are moved to an alternative Room, thisLicence will be varied by the substitution of thealternative Room number but shall otherwise continuein full force and effect and Our Licence Fees at the rateset out on the Licence Form will continue to apply tothe alternative Room.

Other conditions37. Because the nature and type of the Goods being

stored by You from time to time is entirely within Yourdiscretion (subject to the restrictions in Conditions 30and 32), You must ensure that the Room is fit for Yourpurpose and suitable for the storage of the Goods thatYou store or intend to store in it, or if You have a FlexiOffice Licence the Room is suitable for Your office use.We do not warrant or represent that any Roomallocated to You is a suitable place or means of storagefor any particular goods or suitable for Your office use.We strongly advise You to inspect the Room before

storing Goods in the Room and from time to timethroughout the period of this Licence.

38. We may refuse to permit You to store any Goods orrequire You to collect any Goods from the Room if inOur opinion the safety of any person at the Store, or thesecurity of the Room or its contents, or other rooms atthe Store or their contents would be put at risk by thestorage or continued storage of any such Goods.

RISK AND RESPONSIBILITY39. Without limiting Condition 40, storage of Goods in the

Room is at Your sole risk. You will be responsible for andbear the risk of any and all theft, damage to, anddeterioration of the Goods except where it is caused byOur negligence or breach of contract (in which caseour total liability shall in no circumstances exceed thefull replacement value of the Goods as specified byYou on the Licence Form). Without limiting the rest ofthis Condition, We exclude all liability in respect of lossor damage:39.1 to Your business (if any), any business interruption

or loss of any business opportunity or profits, or forany indirect loss or damage to Your business;

39.2 that is a not foreseeable consequence of thebreach. Loss or damage is foreseeable if either itis obvious that it will happen or if, at the time thisLicence was made, both We and You knew thatthe loss might happen; or

39.3 to Goods above the sum of £100 (except wheretheft, damage to, or deterioration of Goodsoccurs due our negligence or breach ofcontract), which We consider to be the normalexcess on a standard household policy whetheror not that policy would cover the Goods. Asdescribed in Condition 39, You must ensure thatYour goods are insured at all times.

40. We do not exclude liability to You where it would beunlawful to do so. This includes liability for fraud orfraudulent misrepresentation, for physical injury to or thedeath of any person and which is a direct result of Ournegligence or wilful default or that of Our agentsand/or employees or for breach of Your legal rights inrelation to the services.

41. We do not insure the Goods – although note that Wecan arrange an insurance contract for You. You mustensure that Your goods remain insured at all times whilethey are in storage against all Normal Perils for their fullreplacement value (as specified by You on the LicenceForm). You will not allow this insurance cover to lapsethroughout the Licence Period. You will also make surethat the total value of Goods in the Room does notexceed the full replacement value (as specified by Youon the Licence Form or such alternative amount thatYou notify to Us in writing from time to time). NormalPerils for this Licence means actual physical loss of ordamage to Goods caused by fire, lightning, explosion,earthquake, aircraft or articles dropped from them,storm, flood, bursting &/or leaking pipes, ingress ofwater or other liquid substance, moth, insect or vermin,theft accompanied by forcible and violent entry to orexit from the building or Room, riot, strike, civilcommotion, malicious damage, and impact byvehicles of any kind.

42. You must supply Us with evidence that You have takenout such insurance cover before this contract can besigned and promptly if We request for You to provideevidence throughout the Licence Period. If We havetold You that You are required to hold public liabilityinsurance, You will provide Us with evidence of Yourpublic liability insurance and a copy of the policy uponOur request. You will not allow any insurance cover Werequire You to hold to lapse throughout the LicencePeriod. Inspection by Us of any insurance documentsprovided by You to demonstrate cover does not meanthat We have approved the cover or confirmed it issufficient. If We have agreed to provide You with Ourinsurance cover, the Conditions included at theAdditional Terms and Conditions for Insurance shallapply.

43. You will be liable for and You will compensate Us for thefull amount of all claims, demands, liabilities, damages,

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costs and expenses incurred by Us or by any of Ouremployees, agents or other room users or licensees orpersons at the Store which arise out of: 43.1 the use of the Room or the Store by You or any of

Your employees, agents or invitees (includingrelating to the ownership or storage of Goods inthe Room);

43.2 Your breach of this Licence or a breach by any ofYour agents;

43.3 any dispute as to the ownership of the Room or asto the person who is entitled to law to havepossession of the Room; and/or

43.4 Our enforcement of any of the Conditions of thisLicence.

44. You agree to comply with this Licence and all relevantlaws and regulations that are or may be applicable tothe use of the Room. This includes laws relating to theGoods which are stored and how You store the Goods.You are responsible for any breach of those laws, andYou must compensate Us for the full amount of allclaims, liabilities, demands, damages, costs andexpenses We incur due to Your breach of laws.

45. If We have reason to believe that You are notcomplying with all relevant laws, We may take anyaction We believe to be necessary, including: 45.1 the action outlined in Conditions 64.2 and 28; 45.2 contacting, cooperating with and/or submitting

Goods to the relevant authorities; and/or 45.3 immediately disposing of or removing the Goods

at Your cost, and You agree that We may take such action at anytime even though We could have acted earlier.

46. In the event of circumstances which are outside Our orYour reasonable control and any consequences ofthose circumstances, Neither You nor We shall have anyliability under this Licence or be considered to be inbreach of this Licence for any delay or failure inperformance of this Licence or any resulting loss ordamage to Goods. These circumstances include, forexample, any natural disaster, riot, accident,breakdown of plant or machinery, fire, flood, electricalpower failures, threat of or actual terrorism orenvironmental or health emergency or hazard, oraccess of any Room including the Room or the Storeby, or arrest or seizure or confiscation of Goods bycompetent authorities. We do not agree and are notobliged by this Licence to maintain the safety orsecurity of the Goods, the Room or the Store in order tokeep the Goods free from damage or loss in the eventof circumstances which are outside Our reasonablecontrol. We will not be responsible for failing to allowaccess to Your Goods for so long as the circumstancecontinues. We will try to minimise any effects arisingfrom such circumstances. Your failure to pay Your Debtwill not constitute an event which is outside of Yourreasonable control.

USING YOUR PERSONAL INFORMATION47. We collect information about You when You register

with Us and during the course of this Licence tomanage Your account. This information includes Yourpersonal data (“Your Data”), and We process Your Datain accordance with the General Data ProtectionRegulation and all associated laws. Your Data will beused for the purposes of this Licence, processingpayments, communicating with You, and generallymaintaining Your account with Us to comply with Ourlegal obligations and Our legitimate business interests.

48. We would like to send You information about Our ownproducts and services which may be of interest to You.We will only do this if You have consented to this on theLicence Form. If You have consented to suchmarketing, You may opt out at a later date bycontacting Us using the Freephone telephone numberor the email address set out on the Licence Form.

49. We may share Your Data with, and obtain informationabout You from, credit reference or fraud preventionagencies (including Police, Counter Terrorism andCustoms and Excise) or trade associations of which Weare a member. If You apply to Us for insurance We willpass Your details on to the insurer. The insurer may put

information provided by You onto a register of claimsand share it with other insurers to prevent fraudulentclaims.

50. We will release Your Data and other account details atany time if We consider in Our sole discretion that suchrelease is appropriate to comply with the law, to enforcethis Licence, for fraud protection and credit riskreduction, (from crime prevention or detection purposes),or to protect the safety of any person at the Store, or Weconsider that the security of the Room or its contents, orother rooms at the Store or their contents, will be put atrisk.

51. If We sell or buy any business or assets, We may discloseYour Data and account details to the prospective selleror buyer of such business or assets. If Our business orsubstantially all of Our assets are acquired by a thirdparty, Your Data and account details will be one of thetransferred assets.

52. You have the right to request a copy of the informationthat We hold about You, to request that inaccurateData is rectified, to restrict how Data is used and incertain circumstances to have Data deleted. Please e-mail or write to Us at the address provided on theLicence Form should you wish to request for any of theabove to be actioned. More details on how We usesData and Your rights in relation to Data are set out inOur Privacy Notice which can be viewed on Ourwebsite or provided on request.

53. On the Licence Form or where You notify Us in writing,You may (but You are not obliged to) nominate anauthorised person or persons to:53.1 manage your account (“Authorised Person –

Access to Manage Account Details”) – seeCondition 54; and/or

53.2 have access to the Room (“Authorised Person –Access Person”), and We will allow such“Authorised Person – Access Person” to haveaccess to and to enter Your Room,(both, an“Authorised Person”).

54. We will contact, disclose, discuss and provide access toYour account details and discuss any default of thisLicence by You with, and otherwise deal with (as Youragent), Your “Authorised Person – Access to ManageAccount Details” in accordance with, and to the extentof, Your instructions. In addition, if We are unable tocontact You at Your contact details specified in theLicence Form (as amended or updated from time totime by notice in writing by You to Us) for any reason,We may and You hereby authorise Us to contact,disclose, discuss and provide access to Your accountdetails to and discuss any default of this Licence by Youwith, and otherwise deal with (as Your agent), Your“Authorised Person – Access to Manage AccountDetails” for the purposes of and in relation to thisLicence.

55. If no person is nominated as an Authorised Person, Youmust provide us with an Emergency Contact and Wemay contact Your Emergency Contact as specified onthe Licence Form (“Emergency Contact”) to ask fortheir assistance in contacting You should We be unableto make contact with You.

56. You warrant that You have the right to provide to Usthe personal data of such Authorised Persons andEmergency Contacts and to authorise Our use ofsuch data for the purposes set out at Conditions 53, 54and 55.

57. You must inform Us in writing of any changes to Yourdetails, Your Authorised Person’s details or yourEmergency Contact’s details as soon as possiblefollowing the change.

58. We will only disclose Your Data to a person identifyingthemselves to Us as Your spouse or partner if suchindividual has been named by You on the Licence Formas an Authorised Account Management Person.

59. For further information on how Your Data is used, howWe maintain the security of Your Data, and Your rightsto access information We hold on You, please contactUs using the Freephone telephone number set out onthe Licence Form.

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NOTICE60. Without affecting Condition 21, any notice that We give

You under this Licence must be in writing and may beserved by e-mail, by personal delivery to the personnotified or its address, or by prepaid post, including,where We consider it necessary, by registered letter orrecorded delivery. Your address for service of noticesshall be Your e-mail and/or postal address written onthe Licence Form or any other address in England,Scotland or Wales which You have previously notified toUs in writing.

61. Any notice that You give Us must be in writing and maybe served by personal delivery, by pre-paid post or bye-mail. Our address for service of notices shall be Ouraddress set out on the Licence Form.

62. A notice will be served at the time of personal deliveryor 48 hours after it has been placed in the post, or atthe time the e-mail was sent by the sender, providedthat the sender of the e-mail does not receive an e-mail message stating that the e-mail message has notbeen received by the intended recipient.

63. You will notify Us in writing of any changes to Your billingdetails, contact details, Authorised Person(s) details,Emergency Contact details, insurance details or accessdetails stated on this Licence.

TERMINATION64. Either You or We may terminate this Licence:

64.1 by giving not less than the agreed written notice(which is stated in the Termination Notice Periodstated on the Licence Form) to the other endingon any Due Date and termination will take effectfrom that Due Date, which shall be theTermination Date (if this Licence is not beterminated on the Due Date You will be given afurther seven (7) days grace, after which it will beassumed that You have not served written noticeon Us of Your intention to terminate); or

64.2 immediately by giving written notice to the other ifit commits a serious breach of any term of thisLicence and (in the case of a serious breach whichcan be put right), You or We (as the case may be)have failed within fifteen (15) days after service ofa notice to do so, to put right the breach. Seriousbreach includes a failure by You to pay all OurLicence Fees and other charges due to Us underthis Licence or a failure by you to comply withConditions 30 and 32. The Termination Date shall bethe date the notice is effectively served on You orUs (as the case may be) in accordance with therequirements for notices in Conditions 61 to 63.

65. Immediately on the Termination Date, You must removeall goods from the Room and leave the Room cleanand tidy and in the same condition as at the Start Date.If You do not do so, You shall pay Our costs of cleaningthe Room or disposing of any goods or rubbish left inthe Room or at the Store. We may treat Goodsremaining in the Room after the Termination Date asabandoned and may dispose of them in accordancewith Conditions 60 to 62.

66. Where this Licence has terminated and You have paidmore of Our Licence Fees and charges than are due atthe Termination Date, We will refund the balance to Youafter deduction of any payments due to Us as if thebalance were a Deposit under Condition 8. No interestwill accrue on any money held by Us for You.

67. Where any payments are still outstanding from You upto the Termination Date, You must pay Us in fullincluding any outstanding interest before We willrelease the Goods to You. Any calculation of theoutstanding fees will be done by Us. If you do not payus such amounts, Conditions 20 to 23 may apply.

68. You agree to examine the Goods carefully uponremoving them from the Room and must tell Us aboutany loss or damage to the Goods as soon as isreasonably possible after doing so. In any event, Weneed to inspect any damage to the goods and to takephotographic evidence before You can proceed withany insurance claim for loss or damage.

69. Your responsibility for outstanding sums, propertydamage, personal injury, environmental damage and

other legal responsibility under this Licence continuesafter this Licence has terminated.

GENERAL70. We may, at any time, vary any of the terms of this

Licence provided that such variation is in writing andsigned by one of Our directors. You may terminatewithout charge before the change takes effect bygiving notice under Condition 64.1. Otherwise, Yourcontinued use of the Room will be considered as Youracceptance of and agreement to the amended terms.

71. We may alter Our Licence Fees at any time by givingYou written notice and the new Licence Fees shall takeeffect on the first Due Date occurring not less than fourweeks after the date of Our notice. You may terminatewithout charge before the change takes effect bygiving notice under Condition 64.1.

72. If You would like to make a change to Your selectedlicence options please contact Us (for example if Youwould like to move to a bigger room). We will let Youknow if the change is possible. If it is possible We will letYou know about any changes to the fees for theservices or anything else which would be necessary asa result of Your requested change and ask You toconfirm whether You wish to go ahead with thechange.

73. If We decide not to exercise or enforce any right thatWe have against You at a particular time (or if We delayexercising such a right), then this does not prevent Usfrom later deciding to exercise or enforce that rightunless We tell You in writing that We have waived orgiven up our ability to do so.

74. If any court or competent authority decides that any ofthe Conditions in this Licence are invalid, illegal orunenforceable to any extent, the Condition will, to theextent it is invalid, illegal or unenforceable, beconsidered to be removed from this Licence, and theremaining terms of this Licence will continue to be validand will not be affected in any way.

75. You may not assign any of Your rights under this Licenceor part with possession of the Room or the Goods whilstthey are at the Store to any other person, firm orcompany without our prior written consent.

76. Where You are two or more persons under this Licence,each person takes on the obligations under this Licenceseparately.

77. This Licence is between You and Us. No other personshall have any rights to enforce any of the Conditions.

78. This Licence shall be governed by English law and anydispute or claim that either You or We bring will bedecided by the Courts of England and Wales.

79. Before taking any court proceedings for anythingarising out of this Licence (apart from emergency courtproceedings), the complaining party shall inform theother party in writing of the dispute in as much detail aspossible and You and We agree to try informalconciliation within twenty (20) working days of thenotice of the dispute. If the dispute cannot be resolved,You and We agree to use the Centre for EffectiveDispute Resolution (www.cedr.com) to try to resolve thedispute amicably by using an Alternative DisputeResolution Procedure before taking any courtproceedings. If the dispute is not resolved to mutualsatisfaction within ninety (90) days after notice of thedispute has been given, You or We may submit thedispute to the Court. This Condition does not affect theright of either You or Us to terminate this Licence.

80. We are managed by .Big Yellow Self Storage CompanyLtd a subsidiary of Big Yellow Group PLC (“Group”) andpart owned by Big Yellow Holding Company Ltd asubsidiary of Big Yellow Group PLC (“Group”). For moreinformation on the Group please visitww.bigyellow.co.uk and click on “About Us” or pleasetelephone 0800 783 4949.

Important: Please also see the following Additional Terms:a) Additional Terms for storage of Goods b) Additional Terms for Alcohol Storage c) Additional Terms for Flexi Officed) Additional Terms for Insurance

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Additional Terms for storage of Goods (not applicable to FlexiOffice)If Your licence is for the storage of Goods, the terms set out atConditions 81 to 85 apply in addition to the GeneralConditions. Conditions 81 to 85 do not apply to Flexi OfficeLicences. If there are any inconsistencies between theprovisions of the General Conditions and any additional termsand conditions in this section, the additional terms andconditions set out in this section will take precedence:

81. You are responsible for providing a secure padlock forthe Room. You are responsible for removing the lockfrom Your Room on the Termination Date.

82. You confirm throughout the Licence Period that:82.1 the Goods in the Room from time to time are Your

own property; or 82.2 the person who owns or has an interest in the

Goods has given You their authority to store theGoods in the Room on the terms and conditionsin this Licence and that You act as the agent ofthat person. You indemnify Us against any loss ordamage suffered by Us for breach of thiswarranty including against any loss, damage orexpenses incurred by Us (including anyreasonably incurred legal fees) arising from anystep or action taken by any person who owns orhas an interest in the Goods.

83. Extended access is available between the hoursindicated on the Licence Form and is only provided inreturn for a further fee being paid. We may decline Yourrequest for extended access and may charge You afurther reasonable fee for the time and effort involvedin resolving any issues with regard to extended access,when the service has not been paid for or correctlyused by You. We may also withdraw the extendedaccess service from You or may adjust the hours ofaccess provided. If We withdraw the extended accessservice, You will no longer be required to pay theextended access fee from the date that Your extendedaccess is stopped.

84. You will promptly prepare a fire risk assessment for Yourroom(s) if We ask You to complete a fire risk assessment.

85. You must complete an inventory of Your Goods andsubmit the inventory to us at the start of your storagewith Us. We do not inspect the Goods when they arriveat the Store and We do not keep any recordsconcerning, or any other inventory of the Goods.

Additional terms for Alcohol Storage If We provide You with Alcohol Storage, the terms set out atConditions 86 to 88 apply in addition to the GeneralConditions and the Additional Terms for storage of Goods(Conditions 86-88). If We provide You with Alcohol Storage Ifthere are any inconsistencies between the provisions of theGeneral Conditions and any additional terms and conditionsin this section, the additional terms and conditions set out inthis section will take precedence:

86. For Conditions 87 to 88 only, the following words havethe following meanings, in replacement of thosemeanings in Condition 1: The the wine and/or other alcoholic beverages YouGoods store in the Room at any time during the

Licence PeriodRoom the dedicated storage cellar specified on the

Licence Form or any alternative storage cellarthat We allocate for Your use from time to time.

87. You confirm to Us as follows:87.1 all taxes and duties have been paid on The

Goods and You shall reimburse Us against allduties and taxes that We may be required to payin respect of The Goods;

87.2 that You will be liable for any breach of Customs’regulations relating to The Goods and Youundertake to compensate Us for the full amountof all claims, demands, liabilities, damages, costsand expenses incurred by Us if you breach suchregulations; and

87.3 that You have complied with Conditions 37 and85.

88. You must not open any bottles or containers and/orconsume any wine or alcoholic beverages within theStore, unless approved by Us on each occasion inadvance.

Additional Terms for Flexi Office LicenceThe terms set out at Conditions 89 to 98 apply in addition to theGeneral Conditions if We provide You with a Flexi Office Licence.If there are any inconsistencies between the provisions of theGeneral Conditions and any additional terms and conditions inthis section, the additional terms and conditions set out in thissection will take precedence:

89. The Store will be open during the designated openingtimes (from time to time). Unless indicated otherwise,the Store will be closed on bank and public holidays.We may change the designated opening times byproviding notice at the Store.

90. If You are in breach of any of the Conditions of thisLicence, We may exclude You from the Store or restrictYour access to only the Store trading hours for so longas You have not remedied the breach to Oursatisfaction.

91. Where applicable, the Other Charges will include acharge for the electricity used in the Room and anycommon areas. We will bill this separately from OurLicence Fees in arrears.

92. You agree that You will not use the Room other than foroffice purposes, which mean administration basedactivities. You must not carry out any mechanical orindustrial activities within the Room.

93. You will not prevent or obstruct Our rights of possessionand control of the Room.

94. You will keep the Room secure, including ensuring allwindows are securely closed when You are not in theRoom.

95. You will maintain all the electrical equipment in theRoom in accordance with Health and Safety standardsand all compliance legislation. Authorised electricalappliances include: computers, monitors, printers, faxmachines, scanners, kettles, microwaves, fridges,lighting designed for use in an office environment suchas desk lamps and air conditioning units. All items mustbe safely connected. All electrical equipment must bePAT tested every year (see Condition 33.5).

96. You will keep the visibility panel on the door into YourRoom free of obstruction, in case of fire.

97. You will prepare and maintain a written fire riskassessment for Your Room and will cooperate with us inthe implementation of fire safety procedures at Our store.

98. You are responsible for obtaining and maintaining anylicences You require for Your activities within the Room,e.g. TV Licence if You use a television.

Additional Terms for InsuranceThe terms set out at Conditions 99 to 108 apply in addition tothe General Conditions if We agree to provide You withinsurance. If there are any inconsistencies between theprovisions of the General Conditions and any additional termsand conditions in this section, the additional terms andconditions set out in this section will take precedence:

99. If We have agreed to provide You with Our insurancecover, We will take out and maintain a contract ofinsurance in accordance with the Confirmation ofInsurance Document provided to You. This will providecover for the Goods to the full new replacement valuestated in the insurance inventory completed by Youunder Condition 85 and You will be required to pay Usa fee for this cover. We do not carry out any valuationof the Goods and We are not responsible for ensuringthat the full new replacement value as stated by Youin the insurance inventory is an accurate or truevaluation of the full new replacement value of theGoods. You are responsible for ensuring that the valueof Goods insured is maintained at an adequate levelthroughout the Licence Period and You should carryout regular reviews of the Goods to ensure that this isthe case.

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100. If loss or damage occurs to the Goods as a result of anymatter which may result in a claim under Our insurancecover, after receipt from You of a written direction tonotify a claim, We will promptly notify the insurer of theclaim. For the purposes of processing any such claimYou shall provide Us, Our insurer or any agent of Ourinsurer appointed to investigate such claim with suchinformation and evidence as may reasonably berequired in relation to the claim.

101. We shall pay or arrange for payment to You that part ofany proceeds of any claim made by Us which relates todamage or loss to the Goods after deduction of anyoutstanding sums due to Us from You. In the event thatWe make a claim under Our insurance cover in respectof loss or damage to the Goods, You agree that Ourliability to make any payments to You in relation to suchclaim is restricted to payment to You of those sums thatWe receive from the insurer under Our insurance policyin relation to the Goods.

102. Whilst We will notify claims to Our insurer (as describedin Condition 100), We are not obliged in anycircumstances to start or threaten to start any legalproceedings in relation to any such claim.

103. We do not give any advice concerning the insurancecover provided by Our insurance policy. It is for You tomake Your own judgement whether the cover isappropriate for Your needs or whether You would like totake out additional insurance cover for the Goods.

104. Nothing in Conditions 99 to 108 shall make or bedeemed to make Us Your agent.

105. If you do not pay any insurance charges, then anyinsurance cover in respect of the Goods will ceaseimmediately from the date such charges are due.

106. You must apply for insurance cover by completing aseparate application form.

107. You confirm that throughout the duration of thisLicence:107.1 You have stated on the Licence Form the true full

replacement value of all the Goods; and107.2 aggregate value of the Goods stored in the

Room from time to time will not exceed thatvalue.

108. Insurance Premium Tax will be charged whereapplicable, in accordance with current legislation.

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9. Your Confirmation of Insurance – Self Storage Open Cover PolicyGeneral

It is a condition of our Customer Licence that your goodsremain insured at all times while they are in storage, and thatyou must supply us with evidence of taking out suchinsurance cover. We can provide you with insurance coverunder our ‘Self Storage Open Cover Policy’.

Armadillo’s Self Storage Open Cover Policy is an annualinsurance contract that we hold to insure our customers’goods whilst they are in store at Armadillo Self Storage. Weagree to extend rights under our policy to you when youpurchase insurance for your goods in store under our SelfStorage Open Cover Policy.

This Insurance Policy will indemnify the insured customer ofArmadillo (where the customer has purchased insurance fromArmadillo) in respect of physical loss, destruction or damageto the goods of the insured customer, due to an Insured Periloccurring whilst in the self storage premises, subject to thedetails specified in the Schedule on the InsuranceApplication Form and the terms, conditions and exclusions setout below:

The Clauses

1) Insurer100% underwritten by AXA Insurance UK plc.

2) Operative clauseYour property is covered against the Insured Perils listedbelow from the time it is placed into the storage roomuntil the time it is finally removed from storage, subject toyou maintaining the insurance by payment of therequired Total Insurance Charge for the full period ofstorage and subject to all terms, conditions andexclusions of this insurance as set out in this document.

3) Insured PerilsActual physical loss of or damage to your goods causedby fire, lightning, aircraft, explosion, earthquake, riot,strike, civil commotion, malicious damage, storm, flood,ingress of water or other liquid substance, burst pipes,escape of water from fixed installations, moth, insect orvermin damage caused by an external source, impactby vehicles, and theft accompanied by forcible andviolent entry or exit from the building or storage room.

4) Goods in Transit extensionActual physical loss of or damage to your goods arisingfrom: a) fire;b) Road traffic accident where the conveying vehicle is

also damaged; andc) Theft where entry or exit was by forcible and violent

means occurring during the period of insurance whilstin transit within an enclosed car or commercial vehicletravelling to or from the Armadillo location where yourgoods have been or will be stored.

The Goods in Transit extension does not cover loss ordamage: a) Where the conveying enclosed car or commercial

vehicle was unattended; orb) Greater than £10,000 or your Total Sum Insured as

shown on your Insurance Application Form, whicheveris the least.

5) Total Sum InsuredAs requested by you and declared on your InsuranceApplication Form. The Total Sum Insured shall not exceed£30,000 unless confirmed in writing by us. The Total SumInsured can be increased on payment of an additionalInsurance Charge, subject to prior agreement of TheInsurer.

6) Average (Under Insurance)If your goods in storage under this insurance are, at thetime of loss or damage, collectively of greater value than

the value declared on your Insurance Application Form,then you shall only be entitled to recover from TheInsurers the same proportion of the loss as the declaredvalue bears to the actual value of your property in theevent of a claim.

7) Pairs & Sets Where any insured item consists of articles in a pair or setThe Insurer will pay for individual damaged items but notfor undamaged companion pieces. If the individualdamaged items cannot be repaired or a replacementfound The Insurer will also pay up to 50% towards theundamaged part of the set.

8) DepreciationThe Insurer’s liability is limited to the reasonable cost ofrepair and no claim will be considered in respect of anydepreciation in value of any item as a result of suchrepair.

9) FraudIf you make any claim knowing the same to be false orfraudulent as regards the amount or otherwise, thisinsurance shall become void and all claims hereundershall be forfeited.

10) Dual insuranceIf any loss or damage occurring under this policy iscovered by any other insurance at the time of such lossor damage The Insurer will not pay more that its share.

11) Basis of claims settlementThis insurance will accept claims on a losses discoveredbasis, that is to say any loss discovered during the periodof this insurance. This will not affect any rights The Insurermay have to affect recovery of such losses discovered.

The settlement of any claim shall be by the replacement,repair and/or compensation at The Insurer’s option.

In the event of the total loss or destruction of anyarticle/item insured under this insurance the basis ofsettlement shall be the cost of replacing the item as newprovided that the item is substantially the same as butnot better than the original when new. If such property isonly partially destroyed The Insurer will pay forreplacement or repair of the damaged portion to acondition as good as but not better than new howeverThe Insurer will not pay more than if the property hadbeen completely destroyed.

Paper DocumentsIn respect of claims for loss of or damage to documents,settlement shall be limited to the sum insured declaredby you. The basis of settlement will be to indemnify youfor reasonable costs of printing and/or reconstructionincluding, where applicable, fresh research orexploration to obtain essential information.

12) Policy ExcessThe first £100 of every claim for loss or damage coveredby this insurance shall be borne by you.

13) Payment of Total Insurance Charge(s)The Insurer shall only be liable to settle a claimrecoverable under this insurance if we have receivedpayment in respect of any and all Total InsuranceCharge(s) due from you.

Example:- Actual value of goods is £20,000- Value declared on Insurance Application Form was

£10,000- As the premium was based on the understanding that

the entire value was £10,000, the claim settlementwould be reduced by 50%.

- A claim presented at £5,000 would be offeredsettlement at £2,500.

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14) Goods covered subject to specified limitationsUnless agreed otherwise in writing by us the followinglimitations apply:a) Jewellery, watches, precious stones, stamps and

similar collections of any kind are limited to acombined total for all such items of £500.

b) Vintage collectables, mobile phones, perfumery,tobacco, cigars, cigarettes, beers, wines, spirits andthe like are limited to a combined total for all suchitems of £10,000.

c) Antiques, furs, fine art are limited to a combined totalof £20,000. An individual item limit of £10,000 appliesfor fine art and antiques.

d) Electronic items are limited to a total of £30,000.Electronic items are defined as all items of consumerand commercial electrical appliances andinstruments including but not limited to radios,televisions, computers, computer software, harddrives, chips, microchips, printed circuit boards andtheir components, modems, monitors, cameras,facsimile machines, photocopiers, VCR’s, hi-fis,stereos, CD players, DVD players and the like. Heavyelectrical items such as switchgear, turbines,generators and the like shall be deemed not to beelectronics.

e) Vinyl records are limited to a combined total of£25,000.

f) Cosmetics, shoes, clothing and textiles are limited to acombined total of £100,000.

g) Office contents and the goods of Flexi-OfficeCustomers who operate from their office in Armadilloare limited to a total sum of £10,000.

h) Specialist items comprising furs, carpets or rugs madefrom wool and/or silk and curtains or soft furnishingsmade from silk will only be covered by this policy ifthey are shrink-wrapped in plastic or placed inappropriate plastic covers (which are available forpurchase from Armadillo) that are fully sealed prior toyou putting the items into storage.

15) Excluded GoodsNo cover is provided for those goods/items describedunder Clause 30 of Your Customer Licence, unlessspecifically agreed with Armadillo. This includes but is notlimited to:a) Money, coins, bullion, deeds, bonds, securities and the

like. b) Livestock or any other animals.c) Explosives, flammables, firearms and ammunition.d) Loss of data records other than the cost of blank data

carrying materials.e) Vehicles, including motorcycles and mopeds,

caravans, boats and/or trailers.

16) Policy Exclusionsa) Loss or damage due to mechanical, electrical or

electronic derangement unless shown to be as a resultof physical external damage to the item concernedas a direct result of an Insured Peril or under theGoods in Transit extension.

b) If as a result of an item or items being lost or damageddue to an Insured Peril or under the Goods in Transitextension, this insurance will only pay for the repair orreplacement of the damaged item and will notconsider claims for any resultant financial loss (indirectloss) you may suffer.

c) Loss or damage caused by mould and/or mildewunless it can be reasonably demonstrated that suchloss or damage arose as a direct result of an InsuredPeril.

d) Loss or damage caused by Terrorism. e) Loss of damage caused by radioactive

contamination, chemical, biological, bio-chemicaland electromagnetic weapons.

f) Loss or damage caused by War, invasion, act offoreign enemy hostilities (whether war be declared ornot), civil war, rebellion, revolution, insurrection ormilitary or usurped power.

g) Loss or damage caused directly by pressure waves

caused by aircraft and other aerial devices travellingat sonic or supersonic speeds.

17) How to make a claimAll claims must be notified to us at the time of discoveryof the loss or damage to your goods or at the time ofremoval of your goods from the storage room, whicheveroccurs first.

You can notify us of your claim in person at storereception or by calling or emailing us as per the storecontact details on your Customer Licence. If you do nothave a copy of your Customer Licence contact detailscan be obtained from our website atwww.bigyellow.co.uk.

When you notify us of your claim we will provide you witha claim form for completion and return. Once wereceive your completed claim form we will forward it toour claims handlers; Pound Gates, St. Vincent House, 1Cutler Street, Ipswich, IP1 1UQ. Telephone: 01473 346046.Pound Gates are a party independent of both us andThe Insurer.

The Insurers upon receipt of notification shall have theright but not the duty to appoint loss adjusters and toinspect your records.

In the event of an incident likely to give rise to a claimyou should: -Give immediate notice to police in respect of:a) Loss or damage by theft or attempted theftb) Loss of money by any cause whatsoeverc) Loss or damage by malicious persons

In respect of loss or damage to property you must supplyThe Insurers with proof that such loss or damage hastaken place and provide documentary evidence tosupport the amount being claimed.

18) CancellationYou have the right to cancel this insurance withoutpenalty at any time. If you cancel this insurance prior toyour goods being placed into store you will receive a fullrefund of any insurance premiums you have paid. If youcancel this insurance after your goods have beenplaced into store you will receive a pro-rata refund of thepremium you have paid up until when you are next dueto pay a renewal premium.

19) Your responsibilities It is your responsibility to ensure that all information givenwhen applying for this insurance is true and complete tothe best of your knowledge and belief. It is also yourresponsibility to keep this information up to date at alltimes and inform us immediately of any changes. Failureto do so could result in the policy being cancelled orcould result in any relevant claims being reduced orrefused. If you are unsure of whether a fact needs to bedisclosed, it is recommended that details are providedfor consideration.

20) ComplaintsIf you feel you have not been offered a first class serviceplease tell Armadillo and we will do our best to resolvethe problem. Please write to:

The Operations Director, Armadillo Group PLC, 2 TheDeans, Bridge Road, Bagshot, Surrey, GU19 5AT.

We are committed to dealing with any complaintspromptly and efficiently.

Example:If your monthly insurance charge was £20 and youcancelled 15 days into a 30-day month you wouldreceive a pro rata refund of £10.

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As members of the Self Storage Association (SSA) weabide by the SSA UK Insurance Consumer Code ofPractice. The code requires us to have a complaintsprocedure and to have joined the voluntary jurisdictionof the Financial Ombudsman Service. A copy of thecode and our complaints procedure are available uponrequest from any of our stores.If your complaint relates to a claim under this policydetails will also be passed to The Insurer. The Insurer willinvestigate your complaint in line with their complaintsprocedure and provide you with their final writtenresponse.

Should you remain dissatisfied following The Insurer’s finalwritten response, you may be eligible to refer your caseto the Financial Ombudsman Service.

21) The Financial Ombudsman ServiceThe Financial Ombudsman Service is an independentbody that arbitrates on complaints about generalinsurance products. You have six months from the date ofa final response to refer your complaint to the FinancialOmbudsman Service. This does not affect your right totake legal action. The Financial Ombudsman Service canbe contacted at:

The Financial Ombudsman ServiceExchange TowerHarbour Exchange SquareLondonE14 9SRPhone: 0300 123 9123 or 0800 023 4567Email: [email protected]:www.financial-ombudsman.org.uk

22) Insurance Premium TaxInsurance Premium Tax will be charged whereapplicable, in accordance with current legislation.

23) Applicable lawThe rights and obligations of the parties under this policyshall be governed by English Law and the courts ofEngland and Wales shall have exclusive jurisdiction toadjudicate any dispute.

July 18 Version

Customer Support Centre 0844 391 1899Website: armadillostorage.co.uk

What To Do In The Event of An Emergency…

Our staff are available to provide assistance in the event of an emergency at any time. Examples ofemergencies may include:-

Lift If you are trapped in the lift, use the emergency telephone or auto dialler to call forassistance.

Trapping Our lift engineers are on-call 24 hours to release anyone trapped.

Fire If the fire alarm activates, leave the building immediately via the emergency exits andwait by the Assembly Point. The fire brigade will be called automatically to the store.

If you discover a fire, activate the nearest break-glass point (they are located at each fireescape door). Leave the building via the emergency exits and wait by the Assembly Point –please inform any other customers you come across to do the same. The fire brigade will becalled automatically to the store. If you have a telephone call 999 and report details of thefire to the fire brigade.

Do not re-enter the building until you are told it is safe to do so.

Illness & Injury If you feel ill, are seriously injured or feel under threat please go to reception.

Power In the event of a power failure, the store’s emergency lighting will operate allowing you toFailure exit the store through the emergency exits. Please leave the store via the emergency

exits. Do not re-enter the store until the power has been restored.

Suspicious or If you see any suspicious or dangerous activity taking place at the store please report toDangerous reception. Activity

Dangerous If you discover any equipment or part of the store which presents an immediate danger toEquipment anyone (e.g. broken glass, flood, loose equipment etc.) please report to reception.