Terms & Conditions

1.1 "Company", "we", "us" and "our" means Load & Lock Storage, its owners, parent, subsidiaries, affiliates, successors and assigns, operating the website www.loadandlock.ae and the self-storage facilities described herein.

1.2 "Customer", "you" and "your" means any person, company or entity that accesses the Website, submits a booking, enquiry or reservation, or enters into a Storage Agreement with the Company, and includes the Customer's employees, agents, representatives and invitees.

1.3 "Website" means www.loadandlock.ae and all sub-domains, mobile versions, applications, booking portals and digital channels operated by or on behalf of the Company.

1.4 "Storage Unit" or "Unit" means the individual storage space allocated to the Customer, being a repurposed, upcycled and converted shipping container (or a partitioned section thereof) or any other storage space designated by the Company from time to time.

1.5 "Facility" means any premises, yard, plot, warehouse or site at which the Company provides storage services, whether in the United Arab Emirates or in any other country within the MENA region.

1.6 "Storage Agreement" means the contract formed between the Company and the Customer for the provision of storage services, comprising the booking confirmation, these Terms, the facility rules, the prohibited items list and any signed agreement or schedule of fees.

1.7 "Goods" means all items, property, belongings, stock, documents, vehicles or materials deposited by or on behalf of the Customer in a Storage Unit or at a Facility.

1.8 "Fees" means all storage fees, deposits, administration charges, late payment charges, penalties, removal charges, disposal costs, VAT and any other amounts payable by the Customer under the Storage Agreement.

1.9 "Relevant Authority" means any government, municipal, federal, emirate-level, free zone or regulatory body having jurisdiction over the Company, the Facility or the Customer, including but not limited to the UAE Ministry of Economy, the relevant Department of Economic Development, Civil Defence, Municipality, Police, Customs and any equivalent authority in any MENA jurisdiction.

1.10 Headings are for convenience only and do not affect interpretation. Words importing the singular include the plural and vice versa.

1.11 References to "including" or "includes" mean "including without limitation". Any list of examples is illustrative and not exhaustive.

1.12 If there is any conflict between these Terms and any other document forming part of the Storage Agreement, these Terms shall prevail unless the Company expressly agrees otherwise in writing.

1.13 These Terms are drafted in English. If translated into Arabic or any other language, the English version shall prevail to the maximum extent permitted by applicable law; where Arabic is mandated to prevail by a Relevant Authority, the Arabic version shall prevail only to the extent so mandated.

2.1 The Company provides self-storage services using upcycled, retired and converted shipping containers. The Customer acknowledges and accepts the nature, construction, materials, age, appearance and characteristics of such containers as-is.

2.2 The Customer acknowledges that converted containers are steel structures which may be affected by ambient temperature, humidity, condensation, expansion, contraction, surface rust, cosmetic wear, dents and weathering, and accepts these as inherent characteristics.

2.3 Unless expressly stated in writing in the booking confirmation, Units are not climate-controlled, temperature-controlled, humidity-controlled, dust-proof, air-tight or pest-proof, and the Company gives no warranty in this regard.

2.4 The Company grants the Customer a licence to store Goods in the Unit. The Storage Agreement is a licence only and does not create a lease, tenancy, bailment, deposit for safekeeping, or any proprietary or possessory interest in the Unit or the Facility.

2.5 The Company is not a warehouseman, bailee, custodian or depositary of the Goods. The Company does not take possession, custody or control of the Goods, does not know their contents, and does not verify, inspect, count, value or record them.

2.6 The Customer stores Goods entirely at the Customer's own risk at all times, including during move-in, storage and move-out.

2.7 The Company may relocate the Customer to an alternative Unit of comparable size at the same or another Facility upon reasonable notice, or without notice in cases of emergency, safety, redevelopment, regulatory requirement or operational necessity, without liability.

2.8 Unit sizes, dimensions and capacities stated on the Website or in marketing materials are approximate only. No refund, discount or claim shall arise from minor variations.

2.9 The Company may add, remove, upgrade, modify or repurpose Units, containers, and Facilities at its discretion.

2.10 The Customer shall not affix, drill, weld, paint, alter, modify or damage the Unit in any way, and shall not attach signage, locks, shelving, electrical connections or fixtures without the Company's prior written consent.

2.11 Any alteration or damage to a Unit beyond fair wear and tear shall be repaired at the Customer's cost, which may be deducted from the deposit or invoiced separately.

2.12 Electricity, lighting, water or other utilities are not provided inside Units unless expressly agreed in writing, and where provided may be interrupted, limited or withdrawn at any time without liability.

3.1 By accessing or using the Website, submitting a booking or enquiry, making a payment, or placing Goods in a Unit, the Customer confirms they have read, understood and agreed to be bound by these Terms in full.

3.2 If the Customer does not agree to these Terms, the Customer must not use the Website or the Company's services.

3.3 The Company may amend these Terms at any time by publishing the updated version on the Website. Continued use of the Website or services after publication constitutes acceptance of the amended Terms.

3.4 It is the Customer's sole responsibility to review these Terms periodically.

3.5 The Website and its content are provided on an "as is" and "as available" basis without warranties of any kind, whether express or implied.

3.6 The Company does not warrant that the Website will be uninterrupted, error-free, secure or free from viruses or harmful components.

3.7 Prices, promotions, availability, images, specifications and descriptions on the Website are indicative only, may contain errors, and may be changed or withdrawn at any time without notice.

3.8 The Customer must not use the Website for any unlawful, fraudulent or abusive purpose, must not attempt to gain unauthorised access to any system, and must not scrape, copy, frame, reverse-engineer or interfere with the Website.

3.9 All intellectual property in the Website, the Load & Lock name, logos, branding, designs, content, photographs and materials belongs to the Company or its licensors.

3.10 Any links to third-party websites or services are provided for convenience only; the Company does not endorse and is not responsible for third-party content, products or services.

3.11 The Customer is responsible for maintaining the confidentiality of any account credentials and must notify the Company immediately of any unauthorised use.

3.12 The Company may suspend, restrict or terminate any account or Website access at its discretion, without notice and without liability.

4.1 The Customer must be at least 21 years of age and have full legal capacity to contract.

4.2 Corporate Customers warrant that the individual booking on their behalf is duly authorised to bind the entity, and shall provide a valid trade licence and authorised signatory documentation on request.

4.3 The Customer must provide a valid Emirates ID, passport, or other government-issued identification acceptable to the Company before access to a Unit is granted.

4.4 The Customer warrants that all information provided is true, accurate, complete and up to date, and undertakes to notify the Company within seven (7) days of any change to their contact details.

4.5 All notices sent by the Company to the last contact details provided by the Customer shall be deemed validly delivered, whether or not actually received.

4.6 The Company may carry out identity verification, sanctions screening, anti-money-laundering checks and credit checks, and may refuse, suspend or terminate service without giving reasons.

4.7 The Customer warrants that they are the sole legal owner of the Goods or are fully authorised by the legal owner to store them.

4.8 The Company deals only with the named Customer. Any dispute between the Customer and any third party claiming an interest in the Goods is solely the Customer's responsibility.

4.9 The Customer shall not permit any other person to use the Unit and shall not sub-licence, share, assign, sell or transfer the Unit without the Company's prior written consent.

4.10 The Company may refuse any booking or any person entry to a Facility at its sole discretion without giving reasons.

5.1 A booking constitutes an offer by the Customer, not an acceptance by the Company. No contract exists until the Company issues a written or electronic confirmation and the required payments are received in cleared funds.

5.2 Quotations are valid for seven (7) days unless stated otherwise, are subject to Unit availability, and may be withdrawn or revised at any time before confirmation.

5.3 Online promotional rates, discounts and offers apply only to the periods, Units and conditions stated, cannot be combined unless expressly stated, and may be withdrawn at any time without notice.

5.4 Promotional or introductory rates apply for the stated promotional period only, after which the Company's standard prevailing rates shall automatically apply without further notice.

5.5 The Company reserves the right to decline, cancel or reverse any booking at any time before move-in; in such case the Company's only obligation is to refund amounts actually paid.

5.6 The minimum storage period is one (1) month. Fees for the minimum period are payable in full and are non-refundable even if the Customer vacates early.

5.7 Reservation fees are non-refundable if the Customer fails to complete move-in within the reserved window, unless required otherwise by applicable consumer protection law.

5.8 The Customer is responsible for selecting an appropriate Unit size. The Company's suggestions regarding size are estimates only and do not create any liability.

5.9 Move-in is permitted only after: (a) signature or electronic acceptance of the Storage Agreement; (b) receipt of identification documents; (c) payment of the deposit and first period's Fees; and (d) any induction or facility briefing required by the Company.

5.10 Any dates or times indicated for Unit availability, move-in or services are estimates only, and the Company shall not be liable for any delay.

5.11 The Company may record telephone calls and retain electronic communications for verification, training, security and dispute-resolution purposes.

5.12 Electronic acceptance (including tick-box, e-signature, email confirmation, WhatsApp confirmation or payment) is binding to the same extent as a handwritten signature, in accordance with UAE Federal Decree-Law No. 46 of 2021 on Electronic Transactions and Trust Services.

6.1 Fees are payable monthly in advance, in full, without set-off, deduction, counterclaim or withholding of any kind.

6.2 All Fees are exclusive of VAT and any other applicable taxes, duties or government charges, which shall be added at the prevailing rate and borne by the Customer.

6.3 The Customer authorises the Company to charge any card or payment method on file for recurring Fees and for any other amounts due under the Storage Agreement.

6.4 A refundable security deposit is payable before move-in. The deposit may be applied by the Company against unpaid Fees, damage, cleaning, disposal costs, or any other liability of the Customer.

6.5 The deposit (or its balance) will be refunded without interest within thirty (30) days after the Customer vacates, provided the Unit is returned empty, clean, undamaged and locked open, all keys/access devices are returned, and all amounts due are paid in full.

6.6 The Company may increase the Fees at any time by giving fourteen (14) days' written notice. Continued storage after the effective date constitutes acceptance of the revised Fees.

6.7 Fees are charged for whole billing periods. Vacating part-way through a paid period does not entitle the Customer to any refund or pro-rata credit unless required by applicable law.

6.8 Bank charges, transfer fees, currency conversion costs and payment gateway charges are borne by the Customer.

6.9 Any dishonoured, bounced or reversed payment shall incur an administration charge of AED 250 per occurrence, in addition to any bank charges, and may result in immediate suspension of access.

6.10 Initiating a chargeback for validly incurred Fees constitutes a material breach of the Storage Agreement.

6.11 The Company may allocate any payment received to the oldest outstanding amount or to any liability of the Customer at the Company's discretion.

6.12 An invoice not disputed in writing within seven (7) days of issue is deemed accepted and correct.

6.13 Where the Customer occupies multiple Units, default in respect of one Unit shall be deemed a default in respect of all Units.

6.14 Prepaid long-term packages are non-refundable and non-transferable, save that the Company may, at its discretion, offer a credit for unused whole months less an administration charge.

6.15 Fees may be denominated and payable in AED; the Company's exchange rates and rounding shall be final.

6.16 The Customer shall not be entitled to any interest on deposits, prepayments or credit balances held by the Company.

7.1 Fees not received in cleared funds by the due date are overdue. A late payment charge of AED 100 or 10% of the overdue amount, whichever is higher, may be applied for each commenced week of delay.

7.2 If any amount remains unpaid for five (5) days after the due date, the Company may deny the Customer access to the Unit and may overlock the Unit until all amounts due are paid in full.

7.3 Denial of access does not suspend the accrual of Fees, which continue to run in full while the Goods remain in the Unit.

7.4 The Customer grants the Company a contractual lien, pledge and right of retention over all Goods in the Unit as continuing security for all amounts owed.

7.5 If any amount remains unpaid for thirty (30) days, the Company may, after giving written notice, enter the Unit, remove, inventory, relocate and/or sell or otherwise dispose of the Goods.

7.6 Sale or disposal may be by auction, private sale, or any commercially reasonable method. The Company is irrevocably appointed as the Customer's agent for the purpose of effecting any such sale.

7.7 Proceeds of sale shall be applied first to costs; then to all amounts due; any surplus shall be held for the Customer for ninety (90) days.

7.8 If sale proceeds are insufficient, the Customer remains liable for the shortfall as a debt immediately due and payable.

7.9 Goods with no realisable commercial value may be destroyed, donated, recycled or otherwise disposed of at the Customer's cost.

7.10–7.22 The Company shall not be liable for the price achieved on any sale. Overdue amounts bear interest at 1.5% per month from the due date until payment in full. A reinstatement fee of AED 200 is payable before access is restored following any overlock. All collection costs, agency fees and legal fees on a full indemnity basis shall be borne by the Customer.

The following escalation timeline applies automatically to every payment default:

8.2 The Company may extend or shorten any stage of the timeline at its discretion, and any indulgence shown does not waive the Company's right to enforce the full timeline.

8.3 Fees, late charges and interest continue to accrue in full throughout the escalation timeline until all amounts are settled.

8.4 Auction or sale may be conducted on-site, at a third-party venue, or online, publicly or privately, as the Company deems commercially reasonable.

8.5 The Company is not obliged to obtain valuations, reserve prices or the best available price.

8.6 Where the identity or condition of Goods makes sale impracticable, the Company may dispose of them directly without offering them for sale.

8.7–8.12 The Customer authorises the Company to sign all documents necessary to transfer title to sold Goods. After sale or disposal, the Storage Agreement terminates automatically, without prejudice to the Company's right to recover any shortfall.

9.9 The Customer must not use the Unit as a residence, office, workshop, retail outlet, gym, studio or place of business or habitation; must not sleep in or occupy the Unit.

9.10 The Customer must not use the Unit or the Facility for any unlawful, immoral, fraudulent or criminal purpose.

9.11 The Customer must not connect to or draw electricity, water or other utilities, and must not use generators, heaters, cookers, refrigerators or any powered equipment inside the Unit.

9.12 Smoking, naked flames, and the use of fire or heat sources are strictly prohibited throughout all Facilities.

9.13 The Company may update the prohibited items list at any time by publishing it on the Website.

9.14–9.22 If the Company suspects the presence of prohibited items, it may inspect the Unit, refuse or suspend access, notify the Police or Civil Defence, and terminate the Storage Agreement immediately. A contractual penalty of AED 1,000 per violation per item category applies, in addition to all actual costs. The Customer bears strict liability for prohibited items found in their Unit regardless of who placed them there.

10.1 Access to the Facility is permitted only during the access hours published by the Company, which may be changed, restricted or suspended at any time for operational, safety, security, maintenance or regulatory reasons without liability.

10.2 The Customer must comply with all Facility rules, signage, speed limits, parking instructions and directions of Company staff while on site.

10.3 The Customer shall provide and use their own padlock of a type approved by the Company and is solely responsible for securing the Unit.

10.4 The Customer is solely responsible for the safekeeping of keys, access cards, codes and devices, and for all access to the Unit by any person using them.

10.5 Any CCTV, lighting, fencing, patrols or other security measures are provided for the Company's own purposes only and do not constitute a promise or guarantee of the security of the Goods.

10.6 The Company does not warrant that the Facility or the Unit is secure or suitable for any particular Goods.

10.7 Children under 16 must be supervised at all times at the Facility.

10.8 Vehicles are brought onto and parked at the Facility entirely at the owner's risk.

10.9–10.16 Loading, unloading and handling of Goods is carried out by the Customer at the Customer's sole risk. The Customer must not obstruct driveways, corridors, fire exits or common areas. The Company may refuse entry to any person who appears under the influence of alcohol or drugs, or behaves abusively. Photography, filming or drone use at any Facility is prohibited without prior written consent.

11.1 The Company and its authorised personnel may enter a Unit at any time without notice: (a) in an emergency; (b) where required by Police, Civil Defence, Customs or any Relevant Authority; (c) where the Company reasonably suspects breach of these Terms or storage of prohibited items; (d) to prevent injury, damage or nuisance; or (e) to exercise the Company's lien and sale rights.

11.2 The Company may also enter a Unit upon giving seven (7) days' notice for inspection, maintenance, repair, pest control or relocation purposes.

11.3 For the purposes of entry, the Company may cut, break or remove any lock at the Customer's cost, and shall not be liable for the lock or for any consequences of lawful entry.

11.4 The Company may cooperate with and disclose Customer information to any Relevant Authority, court order, or law enforcement request, without notice to the Customer.

11.5 Entry by the Company under this section does not constitute the Company taking custody or care of the Goods, and does not transfer any risk to the Company.

12.1 The Customer shall keep the Unit clean, tidy, dry and in good order, and shall pack and stack Goods safely and stably.

12.2 The Customer shall protect their own Goods appropriately, including using covers, pallets, desiccants, and moisture protection, recognising that containers may experience condensation and temperature variation.

12.3 The Customer shall not overload the floor of the Unit and shall observe any weight limits notified by the Company.

12.4 The Customer shall not cause or permit any nuisance, noise, odour, leakage, pest infestation or annoyance to the Company, other customers or neighbours.

12.5 The Customer is responsible for all waste generated by them and shall remove it from the Facility.

12.6 The Customer shall notify the Company immediately of any damage to the Unit, leakage, pest activity or safety hazard observed.

12.7–12.10 The Customer shall comply with all applicable laws, regulations and Civil Defence requirements. The Customer shall permit pest control, fumigation and maintenance activities. The Customer shall treat Company staff and contractors with courtesy; breach of this clause is grounds for immediate termination.

13.1 The Goods are at the Customer's sole risk at all times. The Company does not insure the Goods and has no obligation to do so.

13.2 The Customer is strongly advised to maintain adequate insurance for the full replacement value of the Goods against fire, theft, water damage, humidity, pests and all other risks.

13.3 Failure by the Customer to insure the Goods is entirely at the Customer's own risk, and the Company's liability shall not be increased by reason of the Goods being uninsured or under-insured.

13.4 Any insurance products referred by the Company are provided by third-party insurers; the Company is not the insurer and is not liable for any act, omission, solvency or claims handling of any insurer.

13.5 The Customer waives all rights of subrogation against the Company and shall procure that their insurers waive subrogation against the Company.

13.6–13.8 Risk in the Goods never passes to the Company, including during any relocation, removal, handling or transport. The Customer shall, on request, provide the Company with evidence of a current insurance policy.

14.1 To the maximum extent permitted by applicable law, the Company excludes all liability for any loss of, damage to, deterioration of, contamination of, or theft of the Goods, howsoever caused, including caused by fire, smoke, water, flood, rain, storm, sand, dust, humidity, condensation, mould, mildew, rust, corrosion, temperature, vermin, insects, pests, leakage, explosion, impact, collapse, power failure, mechanical failure, or the acts or omissions of any third party.

14.2 The Company shall not be liable for any loss or damage arising from events beyond its reasonable control, nor for any loss caused by the Customer's own act, omission, negligence, or breach of these Terms.

14.3 The Company shall in no circumstances be liable for indirect, consequential, special, punitive or exemplary loss or damage, loss of profit, loss of revenue, loss of business, loss of data, or sentimental value.

14.4 Nothing in these Terms excludes or limits liability which cannot be excluded or limited under mandatory applicable laws.

14.5 Where the Company is found liable on any basis, the Company's total aggregate liability for all claims arising in any 12-month period shall not exceed the lower of: (a) the total Fees actually paid by the Customer in the three (3) months preceding the event; or (b) AED 5,000.

14.6 The Customer confirms that the Fees have been calculated on the basis of these exclusions and limitations, and that the allocation of risk in these Terms is fair and reasonable.

14.7 Any claim by the Customer must be notified to the Company in writing within seven (7) days of the event giving rise to it, with full particulars, failing which the claim is waived. Any legal proceedings must be commenced within one (1) year of the event.

14.8–14.14 The Company gives no advice regarding the suitability of storage for any particular Goods. The Company shall have no liability whatsoever for loss or damage originating from adjacent units, any inherent characteristic of a converted container, interruption of access, relocation of Goods, pest activity, power failure, or any event occurring while the Customer or their invitees are handling the Goods.

15.1 The Customer shall fully indemnify, defend and hold harmless the Company, its owners, directors, employees, agents, affiliates and contractors from and against all claims, demands, liabilities, losses, damages, fines, penalties, costs and expenses (including legal fees on a full indemnity basis) arising directly or indirectly from: (a) the Goods or their storage; (b) any breach of these Terms by the Customer; (c) any act or omission of the Customer or their invitees; (d) any claim by a third party relating to the Goods or the Customer's use of the Unit or Facility; (e) any prohibited items or prohibited use; and (f) any environmental contamination or damage caused by the Goods.

15.2 The Customer shall reimburse the Company on demand for any fine, penalty or charge imposed on the Company by any Relevant Authority as a result of the Customer's Goods, acts or omissions.

15.3 The indemnities in these Terms are continuing obligations and survive termination or expiry of the Storage Agreement.

16.1 The Storage Agreement continues on a rolling basis for successive billing periods after the minimum period until terminated in accordance with these Terms.

16.2 The Customer may terminate by giving at least fourteen (14) days' written notice, expiring no earlier than the end of the minimum period; notice given by phone alone is not valid.

16.3 The Company may terminate the Storage Agreement without cause by giving fourteen (14) days' written notice, and may terminate immediately without notice if: (a) the Customer breaches these Terms; (b) any Fees are unpaid; (c) prohibited items or prohibited use are found or suspected; (d) required by any Relevant Authority; (e) the Customer provides false information; or (f) the Customer becomes insolvent.

16.4 On termination, the Customer must remove all Goods; leave the Unit empty, clean and undamaged; remove their lock; and return any access devices.

16.5 If the Customer fails to vacate by the termination date, Fees continue to accrue at double the prevailing daily rate as agreed liquidated damages.

16.6 The Customer shall pay the cost of cleaning, repairs, lock removal, and disposal of any items left behind.

16.7 Termination does not affect accrued rights and obligations, and all clauses intended to survive termination continue in full force.

17.1 Goods shall be deemed abandoned where: (a) they remain in a Unit more than thirty (30) days after termination or expiry; (b) the Customer cannot be contacted at their last provided details for sixty (60) days; or (c) the Customer states or indicates an intention to abandon them.

17.2 The Company may open, inventory, remove, relocate, store, sell, donate, recycle, destroy or otherwise dispose of abandoned Goods at its discretion, at the Customer's cost, after giving notice to the Customer's last known contact details.

17.3–17.5 The proceeds and shortfall provisions of the lien section apply equally to abandoned Goods. Documents and personal papers may be destroyed confidentially; identity documents may be handed to the Relevant Authority. The Company shall have no liability whatsoever for abandoned Goods dealt with in accordance with these Terms.

18.1 The Company collects and processes personal data (including identity documents, contact details, payment data, CCTV footage and communications) for the purposes of providing services, security, billing, debt recovery, legal compliance and marketing.

18.2 Personal data is processed in accordance with UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data and, where applicable, the data protection laws of other MENA jurisdictions.

18.3 The Customer consents to the Company sharing personal data with payment processors, insurers, debt collection agencies, lawyers, IT providers, group companies, and any Relevant Authority.

18.4 CCTV may operate at Facilities for security purposes; footage is retained for limited periods and may be provided to authorities.

18.5 The Customer may opt out of marketing communications at any time; service and legal notices cannot be opted out of.

18.6 The Company applies reasonable technical and organisational security measures but does not guarantee absolute security of data.

19.1 The Company shall not be liable for any failure or delay in performance caused by events beyond its reasonable control, including acts of God, fire, flood, storm, sandstorm, extreme weather, epidemic, pandemic, war, terrorism, civil unrest, strikes, embargoes, sanctions, utility failures, cyber-attacks, government orders, or shortages of labour or materials.

19.2 During a force majeure event, the Company may suspend access, relocate Goods, or take any protective measures it deems appropriate, at the Customer's cost where the measures relate to the Customer's Goods.

19.3 Fees continue to be payable during force majeure events for so long as the Goods remain stored, unless the Company determines otherwise.

19.4 If a force majeure event continues for more than sixty (60) days, either party may terminate the Storage Agreement on written notice.

20.1 The Company operates in compliance with the laws of the United Arab Emirates, including its licences issued by the relevant Department of Economic Development, and with all applicable Civil Defence, Municipality, and safety regulations.

20.2 As the Company expands across the MENA region, services in each country are provided subject to, and in accordance with, the rules and regulations of the Relevant Authority of that jurisdiction.

20.3 Where a Facility is located outside the UAE, any provisions of these Terms that conflict with the mandatory laws of that jurisdiction shall be deemed modified to the minimum extent necessary to comply.

20.4–20.6 The Company may operate in a jurisdiction through a local branch, subsidiary, franchisee or partner. The Customer shall comply with all import, export, customs and sanctions laws applicable to the Goods and warrants that neither the Customer nor the Goods are subject to any sanction or restriction.

21.1 Notices to the Company must be in writing and delivered to the Company's registered address or the official email address published on the Website, and are effective only upon actual receipt and written acknowledgment.

21.2 Notices to the Customer may be given by email, SMS, WhatsApp, post or courier to the last details provided, or by posting a notice on the Unit, and are deemed received: (a) if by email, SMS or WhatsApp, when sent; (b) if by courier or hand, on delivery; (c) if by post, three (3) days after posting; and (d) if posted on the Unit, when posted.

21.3 The Company may communicate with the Customer through automated systems, and such communications constitute valid notice.

22.1 These Terms constitute the entire agreement between the parties and supersede all prior discussions, representations and understandings.

22.2 No variation of these Terms is binding on the Company unless made in writing and signed by an authorised representative of the Company.

22.3 No failure or delay by the Company in exercising any right constitutes a waiver.

22.4 If any provision of these Terms is held invalid or unenforceable in any jurisdiction, it shall be severed or read down to the minimum extent necessary, and the remaining provisions shall continue in full force.

22.5 The Company may assign, transfer, novate or subcontract any of its rights or obligations under the Storage Agreement without the Customer's consent.

22.6–22.10 These Terms do not create any partnership, agency, joint venture or employment relationship between the parties. The Customer acknowledges that they have had the opportunity to read these Terms and to seek independent legal advice before agreeing.

23.1 The Customer is strictly liable for all damage, contamination, staining, leakage, odour, infestation or nuisance caused by their Goods, packing materials, vehicles or conduct, regardless of fault or knowledge.

23.2 If the Customer's Goods cause or attract pest infestation, the Customer shall bear the full cost of fumigation plus a fixed treatment administration charge of AED 500.

23.3 If the Customer's Goods leak, spill or emit substances, the Company may immediately remove, clean, neutralise or dispose of the offending Goods at the Customer's cost.

23.4 The Customer shall be fully liable for any fire, explosion or flood originating from their Unit, including reconstruction costs and all claims by other customers and third parties.

23.5–23.8 Claims by other customers or third parties arising from the Customer's Goods or conduct shall be the Customer's sole responsibility. The Customer shall not interfere with, touch, open or tamper with any other unit, container, lock or property at the Facility; any such act is grounds for immediate termination and referral to the Police.

24.1 Upon the death or legal incapacity of an individual Customer, the Storage Agreement continues and Fees continue to accrue; access to the Goods will be granted only to persons producing a court-issued succession certificate, probate order, guardianship order or equivalent official documentation.

24.2 The Company shall not adjudicate between heirs, family members, spouses, or any competing claimants, and may suspend all access to the Unit until the claimants produce a court order or a joint written instruction signed by all claimants.

24.3 Where the Customer is a company that is dissolved or liquidated, the Company may deal with the liquidator or treat the Goods under the abandonment provisions.

24.4–24.8 In case of the Customer's insolvency or bankruptcy, all amounts owed become immediately due, and the Company's lien and set-off rights apply fully. Joint Customers are jointly and severally liable for all obligations.

25.1 All complaints must be raised exclusively through the Company's official complaint channels stated on the Website, and the Customer shall cooperate in good faith with the complaint process before taking any other step.

25.2 The Customer shall not publish, post or communicate false, misleading, defamatory or disparaging statements about the Company, its staff or services, whether on social media, review platforms or otherwise; the Company reserves all rights and remedies for defamation under UAE Federal Decree-Law No. 34 of 2021 on Combating Rumours and Cybercrimes.

25.3 Submitting a claim that the Customer knows to be false, exaggerated or unsupported is a material breach.

25.4–25.9 Any goodwill gesture offered by the Company is made without admission of liability. The Company's records, systems data, CCTV footage and account statements shall be presumed accurate in any dispute. Abusive, threatening or harassing conduct towards staff entitles the Company to terminate immediately and report the conduct to the Police.

26.1 For Facilities located in the United Arab Emirates, these Terms and the Storage Agreement are governed by the federal laws of the United Arab Emirates and the laws of the Emirate in which the Facility is located, and the courts of that Emirate shall have exclusive jurisdiction.

26.2 For Facilities located outside the UAE, these Terms are governed by the laws of the jurisdiction of the Facility.

26.3 Before commencing proceedings, the Customer shall first raise any complaint in writing with the Company and allow thirty (30) days for amicable resolution.

26.4 The Company may, at its sole option, refer any dispute to binding arbitration seated in Dubai under the rules of a recognised arbitral institution, with one arbitrator, conducted in English.

26.5 To the extent permitted by law, the Customer agrees that any dispute shall be brought in the Customer's individual capacity only, and not as part of any class, collective or representative action.

26.6 The Customer shall reimburse the Company for all legal costs, court fees, arbitration costs and expenses incurred in successfully enforcing these Terms, on a full indemnity basis.

26.7 Nothing in this section deprives the Customer of any mandatory rights under applicable consumer protection legislation, including UAE Federal Law No. 15 of 2020 on Consumer Protection.

26.8 These Terms shall remain in effect and enforceable with respect to any Goods remaining at a Facility notwithstanding any purported termination by the Customer.