The terms that apply when you book student storage with UNILUG. We've kept them in plain English — and nothing here reduces your statutory rights as a consumer.
These Terms and Conditions (the "Terms") form the agreement between you and UNILUG Ltd for our student storage service. Please read them before you book — by completing a booking you confirm that you accept these Terms. They apply alongside our FAQ and Privacy Policy. If anything is unclear, message us before booking and we'll explain.
In these Terms:
UNILUG provides student storage — we collect your Goods from your accommodation, store them securely, and deliver them back to you when you need them. We operate primarily across London, with selected group collection dates in Oxford by arrangement.
You can reach us at info@unilug.co.uk or on WhatsApp at 07311 123 209. UNILUG Ltd is registered in England and Wales, company number 17073113.
You book through our website by choosing your plan and Storage Period, telling us how many boxes and suitcases you need, and giving us your collection address, date and contact details. You are responsible for making sure the information you give us is accurate and complete.
We need at least 48 hours' notice to arrange a collection. We cannot guarantee a specific time slot for last-minute bookings, and slots around peak end-of-term periods fill quickly.
Submitting a booking and payment is your offer to buy our services. A binding contract is formed only when we send you a Confirmation. Until then, no contract exists.
We may decline or cancel a booking before Collection — for example if we cannot service your area or date, if the Goods appear to include prohibited items, or if we reasonably believe the booking is fraudulent. If we decline a booking you have paid for, we will refund you in full.
Storage is charged per box per month, at the rate shown for the Storage Period you choose. Collection from your accommodation is free. Optional extras are charged as displayed at checkout — UNILUG boxes (Medium £3.95, Large £5.95), packing tape (£2.75 per roll) and suitcase storage (a one-off £5.95 handling fee plus £6.95 per suitcase per month).
You pay in full at the time of booking. Payments are processed by our payment provider, Stripe — your card details are entered directly with Stripe and are never seen or stored by UNILUG. All prices are shown in pounds sterling and include VAT where applicable.
Our plans are Fixed-Term Plans: you choose a Storage Period and pay for the whole of it in advance. The longer the plan, the lower the price per box per month — so our multi-month plans are discounted because they are booked for the full period. Choosing a Fixed-Term Plan means committing to the agreed minimum Storage Period.
We do not currently offer rolling or automatically renewing monthly subscriptions. Storage does not auto-renew and you will not be charged again automatically at the end of your Storage Period. If you want to keep your Goods in storage for longer, ask us to arrange an extension (see clause 9).
Customers choosing a discounted fixed-term storage plan receive preferential pricing in exchange for committing to the agreed minimum storage period. Where a customer requests the return of their belongings before that agreed storage period ends, the remaining storage charges are normally non-refundable. Standard return delivery charges will also apply unless otherwise stated. This does not affect any statutory rights under applicable consumer law. UNILUG may, at its sole discretion, offer a goodwill refund, credit or alternative resolution in exceptional circumstances.
You can extend your storage — just message us before your Storage Period ends. Extensions are charged at the rate for your new total duration (for example, extending to three months in total applies the three-month rate), and are subject to availability. We will confirm any additional charge before it is taken.
When you want your Goods back, book a Return through our website. We need at least 48 hours' notice. You can have your Goods delivered to a different address from the one we collected from — just enter it when you book your Return. We deliver across England and Wales.
Return delivery is charged at £7.99 per box and £7.99 per suitcase, to any address within 25 miles of your original collection address. Deliveries beyond 25 miles are subject to an additional charge, which we will confirm with you before taking payment. Return delivery is booked and paid for separately when you request your Goods back.
On your booked Collection day our driver arrives within the agreed time window and loads your Goods — you don't need to carry anything. We will usually message you around 30 minutes before we arrive. You, or someone you trust acting on your behalf, must be present to hand over the Goods; for security reasons we cannot collect unattended items.
If we cannot complete a Collection because no one is available to hand over the Goods, the Goods are not ready, or we cannot access your building, we will do our best to rearrange. A rescheduling or administration fee of £15 may apply where the change is made within 48 hours of the booked slot. Repeated failed collections may result in cancellation of your booking.
You agree to:
All boxed items must be packed in official UNILUG boxes, which are designed for safe stacking, transport and storage. Boxes are Medium (45×40×40cm) or Large (70×45×45cm), double-walled corrugated cardboard, with a maximum weight of 25 kg per box. We recommend sealing boxes using the H-taping method. Suitcases must be securely zipped, lockable and no heavier than 23 kg. We are not responsible for damage that results from improper or insufficient packing by you.
You must not store: perishable food or other perishable goods; illegal items; living things (plants or animals); cash, jewellery, watches, or items of high monetary or irreplaceable sentimental value; firearms or weapons; and anything hazardous or dangerous (see clause 17). We may refuse to collect or store any item at our reasonable discretion. If prohibited items are stored, you are responsible for any resulting loss, damage or cost.
For everyone's safety we cannot store dangerous goods, including flammable, explosive, corrosive, toxic, oxidising or pressurised items — for example gas canisters, fuels, solvents, fireworks, or damaged lithium batteries. If you are unsure whether something is suitable, ask us before Collection. You are liable for any loss or damage caused by dangerous goods you store with us.
By booking, you confirm that you own the Goods, or that you are authorised by the owner to store them with us. The Goods remain yours at all times — we simply hold them for safekeeping (as a bailee) during the Storage Period.
We provide cover for the boxes you store with us up to a maximum of £110 per box for loss of, or damage to, their contents while in our care — from the point of Collection until Return. This cover is included at no extra cost and is described on our website as included insurance.
This cover does not apply to: damage resulting from improper or insufficient packing; inherent defects or pre-existing damage; prohibited items; cash, jewellery, watches, or items of irreplaceable sentimental value; or loss or damage caused by events outside our reasonable control (clause 30).
Suitcases are stored at your own risk. Our liability for a suitcase is limited to its exterior only, up to £110 per suitcase, and excludes the contents, cosmetic wear (scratches, scuffs, dents), wheels, handles and zips affected through ordinary handling, and any sentimental or consequential loss. If you are storing items worth more than the cover above, we recommend arranging your own insurance.
We will provide our service with reasonable care and skill. Our total liability for loss of or damage to your Goods is limited to £110 per affected box (or per suitcase, exterior only), in line with clause 19. We are not liable for indirect or consequential loss, loss of sentimental value, or loss or damage caused by your own packing, prohibited items, or events outside our reasonable control.
Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded under English law. Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015 or other applicable consumer law.
We photograph boxes at Collection and Return so there is a clear record from end to end. If something has been lost or damaged while in our care, please tell us in writing at info@unilug.co.uk within 7 days of your Return delivery, with photographs and a description. We will review your claim against our records and respond fairly. This 7-day timescale does not affect any longer period you may have to claim under your statutory rights.
If any of your Goods cannot be located, we will investigate promptly and keep you updated. Where an item is confirmed lost while in our care, our liability is as set out in clauses 19 and 20. We have a strong track record of returning everything we store, but this is not a guarantee against loss.
Your Goods are ready to be returned to you at the end of your Storage Period. If your Storage Period has ended and, despite our reasonable attempts to contact you using the details you provided, you do not arrange a Return or a paid extension, your Goods may be treated as uncollected. We will give you clear written notice and a reasonable final period to respond before we consider the Goods abandoned and dispose of them, which we may do to recover reasonable outstanding and storage costs.
We will always try to reach you first — this clause only applies as a last resort.
You can cancel or reschedule free of charge up to 48 hours before your booked Collection. If you cancel or reschedule within 48 hours of Collection, an administration fee of £15 may apply. To cancel, message us on WhatsApp or use the link in your Confirmation email.
Where a refund is due, we process it to your original payment method.
Because you book online, you normally have a legal right under the Consumer Contracts Regulations 2013 to cancel within 14 days of your Confirmation. If you ask us to begin the service (for example, by choosing a Collection date) within that 14-day period, you are requesting that the service starts before the cancellation period ends: if you then cancel, we may charge you a proportionate amount for the service already provided, and once the service has been fully performed the 14-day right no longer applies.
Refunds for cancellations before Collection are covered by clause 24, and the position on returning a Fixed-Term Plan early is set out in clause 8. None of this affects your statutory rights.
From time to time we offer promotional or discount codes (for example, seasonal early-bird codes). Unless we say otherwise, a code applies only to eligible items shown at checkout (such as storage, tape and suitcase storage, not the cost of buying boxes), one code per order, cannot be combined with other offers, has an expiry date, and may be withdrawn or changed at any time. Codes have no cash value.
You are responsible for arranging any access we need at your accommodation — for example concierge, reception or building permissions, and complying with your accommodation's move-out rules and timings. We are not responsible for a failed or delayed Collection or Return caused by access problems at your building that are outside our control.
We contact you using the details you give us — by email, SMS and WhatsApp — to confirm your booking and keep you updated about Collection, storage and Return. These are service messages relating to your booking. Please keep your contact details up to date so you don't miss important updates.
We handle your personal data in line with our Privacy Policy and the UK GDPR and Data Protection Act 2018. We use your information only to provide and manage your storage service and to communicate with you about it. For full details, see our Privacy Policy or contact info@unilug.co.uk.
We are not responsible for delays or failures to perform caused by events beyond our reasonable control — for example severe weather, fire, flood, strikes, road or transport disruption, or government action. If such an event happens, we will let you know and work with you to rearrange Collection or Return as soon as we reasonably can.
You can ask to change your booking — such as dates, addresses or the number of boxes or suitcases — and we will do our best to accommodate it, subject to availability and notice. Some changes may affect the price, and we will confirm any difference before it is taken. Occasionally we may need to change a Collection or Return time; if so, we will contact you to agree an alternative.
If something goes wrong, please tell us — most things are quickly sorted. Email info@unilug.co.uk or message us on WhatsApp, and we will acknowledge your complaint and work with you to resolve it fairly and promptly.
We do not routinely open your boxes. However, we may open or inspect your Goods where we reasonably need to — for example if we are required to by law or by the police or another authority, if we reasonably suspect the Goods contain prohibited or dangerous items, or where it is necessary to protect health, safety or property (such as a suspected leak or damage). Where it is practical and lawful to do so, we will let you know first.
Our service is intended for customers aged 18 or over. By booking, you confirm that you are at least 18 years old.
If you owe us money in connection with your booking (for example an agreed return-delivery charge), we may hold your Goods until the outstanding amount has been paid. We will tell you clearly what is owed and why, and give you a fair opportunity to pay before we take any further step. This does not affect your statutory rights.
We may use carefully selected third parties (for example delivery partners) to help carry out parts of the service, but we remain responsible to you for it. We may transfer our rights and obligations under these Terms to another organisation; if we do, we will tell you, and it will not affect your rights. You may not transfer your booking to someone else without our agreement.
If any part of these Terms is found to be unlawful or unenforceable, the rest of the Terms will continue to apply.
These Terms, together with your booking confirmation and the policies referred to in them, form the whole agreement between you and UNILUG for your storage, and replace any earlier discussions. Nothing in this clause limits our liability for fraud or affects your statutory rights.
These Terms are between you and UNILUG. No one else has the right to enforce them under the Contracts (Rights of Third Parties) Act 1999.
If you are unhappy, please contact us first (see clause 32) — we will always try to put things right. If we cannot resolve a complaint between us, you may be able to use an alternative dispute resolution (ADR) scheme and to access independent consumer advice services. This does not affect your right to take a claim to court.
These Terms are governed by the law of England and Wales, and any disputes will be subject to the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts. Nothing in these Terms affects your statutory rights as a consumer.
Questions about these Terms? Message us on WhatsApp or email info@unilug.co.uk before you book and we'll be happy to help.