Important. These terms govern your use of Vaulted storage and related services provided by Vaulted Solutions Ltd. Please read them carefully. If you do not agree, you must not use our services. Certain provisions limit our liability and set mandatory processes for claims and notices. Capitalised terms are defined in section 2.
Effective date: 19 June 2026 (version 2026-06-19). The version that applies to your booking is the version in force when you placed that booking (or renewed storage), not a later update — see section 1.
Customer summary — cancellations, refunds & dates
This summary highlights points customers see in the app. The full clauses below still apply if there is any inconsistency.
- Cancellations. Where you have an ongoing storage subscription or recurring plan, you may end storage by giving one full calendar month's notice (or the notice period shown at checkout or in your dashboard if we specify a different minimum).
- Refunds. We do not offer refunds on fees, delivery charges, or storage already charged, except where applicable law requires a refund or we expressly agree otherwise in writing.
- Changing pickup or return dates. You may request a new collection or return date until 24 hours before the scheduled slot. Inside that window the date is locked for crew routing and cannot be changed in the app; contact us if there is a genuine emergency.
1. Agreement to these terms
By creating an account, booking collection, paying charges, or otherwise instructing Vaulted Solutions Ltd (trading as "Vaulted"; "we", "us", "our") to provide storage or logistics services, you enter a legally binding agreement on these Terms & Conditions ("Terms") together with the service description, prices, and schedules confirmed at checkout, in your dashboard, or in written correspondence (together, the "Agreement").
If you act for a business, you confirm you have authority to bind that business. If you act for another person, you confirm you are their agent and they are bound as if they were party to the Agreement.
We may amend these Terms for legal, regulatory, or operational reasons. Where a change is material, we will give reasonable notice (for example by email or dashboard notice) and state a new effective date. A change does not alter the terms that already apply to a booking you made before that effective date unless the law requires otherwise or you expressly agree. Continued use after the effective date of a new version may constitute acceptance where permitted by law. If you do not accept changes, you must stop using our services and end storage in line with section 11; certain accrued obligations (including payment and lien) survive termination.
2. Definitions
- Charges: all fees, deposits, insurance premiums (if any), delivery charges, storage fees, surcharges, credits, taxes, and costs we are entitled to recover under the Agreement.
- Goods: items we collect, store, handle, or deliver for you, whether individually listed or described by catalogue line.
- Minimum Term: the minimum storage commitment period agreed at checkout (expressed in weeks where applicable).
- Premises: warehouses, vehicles, and other locations we use to perform the Services.
- Services: collection, storage, inventory-related activities, return or onward delivery, and related support we agree to provide.
- You / Your: the customer (individual or organisation) named on the account or checkout.
- Vaulted / we / us: Vaulted Solutions Ltd, trading as Vaulted, with its registered office at Suite RA01, 195-197 Wood Street, London, E17 3NU.
3. Eligibility, account & security
You must provide accurate identity, contact, billing, and access information. You must keep credentials secure and notify us promptly of unauthorised use. You are responsible for all activity on your account unless you prove a security failure on our side.
We may refuse service, suspend accounts, or require additional verification where we reasonably suspect fraud, legal risk, unsafe Goods, or abuse of staff or systems.
4. Description of services
We provide flexible storage and related logistics as described at the point of order. Unless expressly agreed in writing, we are not insurers, carriers under international conventions, warehousemen under bespoke bailment deeds, or fine-art conservators. Service levels depend on operational factors including weather, traffic, access, and crew safety.
Estimated dates are estimates only. We will use reasonable endeavours to meet them but time is not of the essence unless we confirm otherwise in writing.
5. Goods, descriptions & declared values
You must describe Goods truthfully (including quantity, material, and pre-existing damage). Catalogue lines simplify pricing; they do not replace your obligation to disclose unusual value, fragility, or hazard. Where we invite a declared value or insurance election, false or incomplete declarations may void or reduce cover and may constitute grounds to refuse claims.
What "declared value" is — and is not. Any declared value you enter is simply your honest estimate of the current like-for-like replacement cost. We use it for record-keeping and to help flag items you should insure yourself. It is not insurance and is not a guarantee of payout. In transit (collection and return) it is the figure our logistics partner's Goods-in-Transit insurer assesses for a road incident, subject to that insurer's limits and terms (see section 9). In storage our own maximum responsibility is a goodwill limit of £100 per item where we are at fault (sections 9 and 14), regardless of any higher declared value. You remain responsible for insuring value above the amount actually recovered and passed on.
6. Prohibited & restricted goods
You must not submit for storage or transport:
- Illegal goods, stolen property, or goods subject to sanctions or export controls;
- Hazardous, explosive, radioactive, biohazardous, or highly flammable materials (unless we expressly agree in writing under a controlled process);
- Firearms, ammunition, or prohibited weapons (unless lawfully held and we have expressly agreed);
- Living creatures, human remains, or perishable items requiring climate control we do not offer;
- Cash, bearer bonds, uncut gemstones, or high-value negotiable instruments (unless we expressly agree and additional security measures apply);
- Waste, refuse, or items that may contaminate other property;
- Items that exceed weight or dimension limits we publish.
If we discover prohibited Goods, we may refuse collection, isolate or remove them, notify authorities, and charge reasonable costs. You indemnify us for losses arising from breach of this section.
7. Collection, delivery & access
You must ensure safe, lawful access (including parking, lifts, and permissions). You or your authorised representative must be available at the agreed window unless we agree unattended collection in writing.
If access fails, the address is unsafe, or Goods are not as described, we may abort, reschedule (subject to Charges), or refuse service. You are responsible for obtaining landlord, mortgagee, or third-party consents where required.
Redelivery or return is subject to the same access standards. Failed attempts may incur additional Charges.
Unless we agree otherwise in writing, you may not change a confirmed collection or return slot within 24 hours of the scheduled time (the app will show the slot as locked). This reflects vehicle routing and crew schedules. If you need help inside that window, contact us; we will try to assist where reasonably possible but do not guarantee changes.
8. Condition, photographs, labels & records
You should label each distinct item or unit and supply clear photographs from multiple angles, including existing wear, serial numbers (where relevant), and packaging. These records help establish condition before handover and may be used for identification, Goods-in-transit (GIT) claims with our logistics partners, training, quality control, and dispute resolution.
Where you do not supply adequate records, you accept that proving pre-existing condition or loss may be more difficult. We may rely on our own photographs, manifests, weight checks, and system logs — including at warehouse intake and return — to show whether packaging was opened or disturbed while in our or our partners' care.
You warrant that descriptions, labels, and images are not misleading. We may refuse or reduce claims or service if material information was withheld or misrepresented.
9. Insurance, risk & valuation
Risk. Risk of loss or damage to Goods passes in line with the agreed service milestones set out at checkout or in your booking confirmation (for example on collection, on arrival at Premises, or on redelivery). If not specified, risk passes when we take physical possession of Goods for storage.
Vaulted Solutions Ltd is not an insurer. Vaulted provides the booking platform and coordinates collection, storage, and return. We do not insure your Goods or underwrite their value. Nothing in these Terms is, or should be relied on as, an insurance policy. If you want your Goods protected to their full value, you must arrange your own insurance (see "Your own insurance" below).
Collection, storage & return are performed by third-party logistics partners, and the protection available differs between transit and storage:
- In transit (collection & return). Our logistics partner carries Goods-in-Transit (GIT) insurance, currently subject to an overall limit of £10,000. This cover is the partner's and is administered by its insurer: any payment, and the amount of it, is decided by that insurer under its policy and may be subject to per-claim limits, single-item sub-limits, an excess, and exclusions (for example unattended vehicles or specified perils). A declared value helps support such a claim but does not guarantee it.
- In storage (at the warehouse). Partners typically operate under industry-standard warehousing terms (for example UK Warehousing Association (UKWA) conditions). Under those terms a partner's liability to us is strictly limited — commonly assessed by the weight of the Goods (not their value), arises only where the partner is negligent or in breach, is subject to short claim deadlines, and is excluded entirely for events such as fire, flood, storm and other force majeure.
In each case the partner does not insure your Goods to their value or underwrite that value, and owes its duties to us rather than to you.
What we will pay. Where Goods are lost or damaged, we will pass on to you any sum we actually recover from our logistics partner or its insurer for the affected Goods (for transit, up to the partner's GIT limit, subject to its policy). In addition, where we are at fault and no such recovery is available, we will as a goodwill measure compensate you up to a maximum of £100 per item (regardless of any higher declared value), subject to the exclusions in this section 9 and the overall cap in section 14. This is not insurance and does not guarantee that any particular claim will be paid.
When we are not liable. We and our partners are not liable, and no goodwill compensation is due, for loss or damage that is not caused by our or our partners' negligence or breach — including damage arising from how you packed or sealed Goods, pre-existing condition, the inherent nature of the Goods, or circumstances shown by our records (for example photographs of sealed packaging at intake and return) to have occurred without Goods being opened in our care. Fraudulent or materially misleading claims may be refused in full (see section 10).
Items we do not cover to value. Regardless of any declared value, we do not accept liability beyond the limits above, and you must insure the following yourself (or not store them with us):
- Irreplaceable or sentimental items, and anything whose value cannot be assessed on a financial basis (including personal papers, photographs, and a deceased person's effects);
- Rare or antiquarian books, manuscripts, antiques, works of art, sculptures, and collectables;
- Jewellery, watches, precious stones or metals, bullion, currency, deeds, securities, and stamps/coins;
- Designer or luxury goods, fine wines and spirits, and vinyl/media collections;
- Electronics and similar items (for example TVs, laptops, tablets, phones, cameras, monitors, and musical instruments), and any mechanical/electrical derangement without external physical damage;
- Items above our published per-item declared-value limit, or beyond any limit stated at checkout.
Your records in the app. You must complete every identification step we require (including clear photographs, labels, and honest descriptions). We and our partners rely on that evidence when assessing any claim. If you skip or delay uploads, or supply incomplete or misleading information, a claim may be refused or reduced; you accept that outcome and any resulting uninsured loss, subject always to rights you cannot waive under applicable law.
Your own insurance (recommended). Because our liability is limited as above, you are strongly advised to insure your Goods at your own cost — for example under a home contents policy or a specialist policy — particularly for anything worth more than £100 per item and for all of the excluded categories listed above. You must notify your insurer of storage and transit arrangements and comply with their conditions. We may provide reasonable assistance for claims where required by law.
Force majeure. You acknowledge that for events outside our or our partners' reasonable control (including fire, flood, storm, and the other events in section 15), neither we nor our partners may be liable at all, and any recovery may depend entirely on your own insurance.
10. Claims, notifications & cooperation
You must notify us in writing of any loss or damage as soon as reasonably practicable and in any event within the deadline stated in your booking or policy, or (if none) within three (3) days of receipt of the Items. Where Items are delivered or redelivered to you, receipt means the date you take physical possession. Where we collect Items from you and the claim relates to that collection or to Goods before redelivery to you, the same three (3) day period runs from the date collection (loading/handover) is completed at your address. Where loss or damage could not reasonably have been discovered on receipt, you must notify us within three (3) days of the date you first became aware of it (or should reasonably have become aware). Late notification may prejudice investigations and may void or reduce cover.
Why prompt notice matters. Our logistics partners impose short claim deadlines on us (for example written notice within a few days of the event, fuller detail shortly after, and a limited window to bring proceedings). If you do not notify us immediately, we may be unable to pursue the partner and your claim may be barred to the fullest extent permitted by law. Please therefore tell us as soon as you become aware of any loss or damage and keep all packaging and evidence.
You must preserve evidence, permit inspection, provide proof of value and pre-existing condition, and cooperate with insurers. Fraudulent or materially misleading claims may be refused in full and may be reported to authorities.
Any legal action against us (where not prohibited by applicable law) must be commenced within six (6) months of the event giving rise to the claim unless a longer period is mandated by statute. This shorter window reflects the even shorter deadlines our logistics partners and their insurers impose on us, and gives us time to pursue them on your behalf; it does not affect any time limit that applies to you as a consumer which cannot be reduced by agreement.
11. Storage period, minimum term, suspension & termination
Storage continues until you request return (subject to notice), we terminate for breach, or the Agreement ends by law. Minimum Term commitments affect pricing; early withdrawal may attract Charges or loss of credits as shown at checkout.
Where you end an ongoing recurring storage plan, one full calendar month's written notice is required unless the app or checkout specifies a different notice period for your plan.
We may suspend Services for serious safety concerns, legal orders, or non-payment, without prejudice to other rights.
After termination, you must collect Goods or instruct redelivery and pay all Charges. Uncollected Goods may be dealt with under section 13.
12. Fees, billing, VAT & default
Charges are as quoted at checkout or as updated with notice where permitted. Recurring plans bill on the agreed cadence. Payments are not refundable once taken (including delivery and storage charges), except where applicable law requires a refund or we expressly credit your account in writing.
VAT or other taxes apply where legally due. You must provide valid tax information.
If you fail to pay, we may charge statutory or reasonable interest, recovery costs, suspend Services, and exercise lien rights. You authorise us to take payments using stored payment methods where you have agreed.
13. Lien, retention & disposal
We have a general lien over Goods in our possession against all sums you owe us (including under any other agreement). We may refuse release until payment in cleared funds.
If you fail to pay or collect Goods after notice, we may sell or dispose of Goods in accordance with applicable law (including the Torts (Interference with Goods) Act 1977 and related procedures), apply proceeds to debts and costs, and account for any surplus where required.
You indemnify us for reasonable disposal costs and any regulatory or environmental fees arising from abandoned or non-compliant Goods.
14. Limitation of liability
Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law, including death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.
Goods — pass-through plus per-item goodwill cap. For physical loss of or damage to Goods, we will pass on to you any sum we actually recover from our logistics partner or its insurer for the affected Goods (for transit, currently up to the partner's £10,000 Goods-in-Transit limit, subject to its policy terms, sub-limits, excess and exclusions). Separately, where we are at fault and no such recovery is available, our own compensation is a goodwill amount limited to £100 per item, regardless of any higher declared value, and subject to the exclusions in section 9. You are responsible for insuring value above the amount actually recovered and passed on.
Save for sums we recover and pass on under the paragraph above, our total aggregate liability arising out of or in connection with the Agreement (whether in contract, tort, negligence, breach of statutory duty, or otherwise) is limited to the lower of (a) the Charges paid by you to us in respect of the affected Goods during the twelve (12) months before the event giving rise to liability, or (b) £5,000 per incident; and, for loss of or damage to Goods from our own resources, never more than the £100 per-item goodwill cap above.
We are not liable for: loss of profit, revenue, business, goodwill, data, or anticipated savings; indirect or consequential loss; loss arising from your breach; or events outside our reasonable control (see section 15).
15. Force majeure
We are not liable for delay or failure caused by events beyond our reasonable control, including severe weather, pandemic, war, civil unrest, labour shortages, utility failures, cyber incidents affecting critical infrastructure, or government action. We will use reasonable endeavours to mitigate impact and resume Services.
16. Your warranties & indemnity
You warrant that:
- You own Goods or have authority to store and instruct us;
- Goods comply with these Terms and all laws;
- Information you supply is accurate and complete;
- You will not use Services for unlawful purposes.
You indemnify us against claims, fines, losses, and reasonable legal costs arising from breach of warranty, prohibited Goods, unsafe premises, or third-party claims connected with your Goods or instructions, except to the extent caused by our deliberate misconduct or negligence for which we cannot exclude liability by law.
17. Data protection & privacy
We process personal data to provide Services, billing, compliance, safety, and legitimate business interests. Processing is described in our Privacy Notice (available on our website or on request). You have rights under UK GDPR and the Data Protection Act 2018 (access, rectification, erasure, restriction, objection, portability, and complaint to the ICO). Retention periods depend on legal obligations, claims, and accounting needs.
You must not upload images containing unnecessary third-party personal data (for example identifiable faces of non-consenting individuals) unless you have a lawful basis.
18. Communications & marketing
We send operational messages (booking, billing, safety) by email, SMS, or in-app notification as appropriate. Marketing communications require consent where required by law; you may opt out of marketing at any time.
19. Intellectual property
Our branding, software, and materials are protected. You receive a limited, non-transferable licence to use our customer-facing apps for personal or internal business use in connection with Services. You must not reverse engineer, scrape, or misuse systems.
20. Subcontractors & assignment
We may use subcontractors, agents, and group companies to perform Services, remaining responsible for their performance as a matter of contract between you and us unless we notify you of a different arrangement.
You may not assign the Agreement without our consent. We may assign to a group company or a successor in a bona fide business transfer, with notice where required.
21. Third-party rights
Unless expressly stated, the Contracts (Rights of Third Parties) Act 1999 does not confer rights on third parties to enforce these Terms.
22. Severability, waiver & entire agreement
If any provision is invalid, the remainder continues in force. Waivers must be written. These Terms, with checkout terms and any expressly incorporated policy, constitute the entire agreement regarding their subject matter, superseding prior discussions, except for fraud.
23. Disputes & complaints
Contact us first using the details in section 25. We aim to resolve complaints fairly and promptly. You may have rights to refer disputes to alternative dispute resolution schemes or regulators where applicable. Nothing prevents either party seeking interim relief from a court.
24. Governing law & jurisdiction
The Agreement is governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, subject to mandatory consumer protections if you qualify as a consumer resident in another UK nation or the EU/EEA where local law grants you non-waivable rights.
25. Contact & notices
Vaulted Solutions Ltd (trading as Vaulted)
Registered office: Suite RA01, 195-197 Wood Street, London, E17 3NU
Email: info@vaultedstorage.co.uk
Notices to you may be sent to your registered email or dashboard. Notices to us should be sent to the email above (or such other address as we publish in the app or on our website). Legal notices should be marked for the attention of "Legal & Compliance" at the registered office.
These terms are published in the Vaulted app and website and may be updated from time to time as described in section 1.
These Terms are tailored for Vaulted Solutions Ltd (Vaulted). They do not constitute legal advice. Have them reviewed periodically by qualified solicitors and aligned with your insurance policies, operating licences, and consumer-law obligations.