Términos y condiciones
Stasher Customer Terms & Conditions
Last Updated: Oct 2024
These Conditions apply to any person (“Customer”, “you”, “your”) who applies to book storage space and services (“Storage”) from any provider of Storage (“Host”) via the website available at https://stasher.com (“Website”) or on the Stasher - Luggage Storage mobile applications (“Apps”) which is operated by Citystasher Ltd whose details are in clause 1 below (“Stasher”, “we”, “us”, “our”) and are in addition to the terms of the Website Conditions, which also form part of and apply to these Conditions. Storage is provided by each Host under the Storage Agreement entered into between a Host and a Customer in accordance with clause 3 of these Conditions.
1. Our Details and our Role
1.1 Citystasher Ltd is a company incorporated in England and Wales with its registered address at 25 Barge Walk, London SE10 0FN, company registration number 09787338, VAT registration number 277 4568 55, email: info@stasher.com, tel: +44 203 355 3544. ICO register number: ZA403276.
1.2 Stasher makes available an online marketplace for Customers to find and book available Storage from Hosts. Storage locations are either (i) secure areas within our Hosts’ premises, typically, in separate rooms or (ii) access-code restricted lockers, which may be in a public space or located more privately at a Host’s premises. Non-public storage locations typically have security measures in place such as restricted access and/or lockable units and/or CCTV surveillance.
1.3 Stasher does not itself act as a Host. Under the Host Conditions, each Host authorises us to act as the Host’s commercial agent to negotiate and conclude each Storage Agreement with the relevant Customer under clause 3 of these Conditions for the supply of Storage, only on the Host’s behalf. The geographical address and identity of Host will be specified in the relevant booking information (“Booking”) and the Storage Agreement. In this limited capacity, we are not a party to the Storage Agreement. We charge Hosts a commission for providing our services to them. We collect the Storage Fees due under the Storage Agreement on the Host’s behalf as the ‘merchant of record’ that you will see on your card or payment account statement.
2. Bookings and Fees Payable to Hosts
2.1 Customers may book Storage via the Website or Apps at any time. Please check each Host’s opening hours via the Website or Apps prior to Booking. To book Storage through the Website or Apps, you must register to create a data account in accordance with the Website Conditions (“Stasher Customer Account”) by following the instructions on the Website or Apps.
2.2 Each Customer agrees to provide accurate, current and complete information during the registration process and to update that information as necessary to keep it accurate, current and complete. Stasher reserves the right to suspend or terminate your Stasher Customer Account and access to the Website if any information provided to us by you proves to be inaccurate or incomplete. You are responsible for safeguarding your password and agree that you will not disclose your password to any third party. You must immediately notify Stasher of any unauthorised your Stasher Customer Account by emailing info@stasher.com. You shall be solely responsible and liable for use of your Stasher Customer Account, whether or not you have authorised those actions, unless they occur after you have notified us of any unauthorised use.
2.3 When placing a Booking, each Customer will be asked to provide certain information, such as: i) dates and approximate times for dropping off and picking up items, ii) number of items and iii) any relevant notes to the order. In addition, each Customer will be asked to provide customary billing information, such as name, billing address and contact details. Each customer will also be asked to provide payment card information to a third party payment provider and each Customer’s payment card will be debited at the time of Booking. Once payment is confirmed, a Customer’s Booking transaction and payment is complete, and the Customer will receive an e-mail confirmation summarising his confirmed Booking. All payments by Customers to Stasher and by Stasher to Hosts will be processed through the Stripe online payment system, unless clearly stated otherwise. Payments made through Stripe will be subject to their automatic fraud checks. Please see www.stripe.com/radar for more information.
2.4 Customers are reminded that Storage must be booked through the Website or Apps. Hosts are not permitted to accept cash payment in store and Customers must not attempt to pay for Storage in cash or otherwise outside the Website or Apps.
2.5 The fees for each transaction are displayed in the pricing section of the Website or Apps and are stated inclusive of VAT. Fees are charged on a time of Storage basis, so if a Customer fails to comply with his stated Storage and collection times, additional charges may be debited to his payment card.
3. Storage Agreement with the Host
3.1 Hosts are responsible for (i) looking after the bags in their care and (ii) in the case of storage otherwise than through lockers, restricting access or supervising access to the storage location, or the area where the bags are kept before they are moved to the storage location, when bags are in their care. Hosts also have the right to verify a customer's photo ID against the name on the booking confirmation. Where the Host provides Storage through lockers that are accessed and used by the customer, the Host is responsible for monitoring the lockers and will notify Stasher if any lockers are damaged or cease to operate. Where the lockers are not in a public area, the Host is responsible for restricting access or supervising access to the area where the lockers are located.
3.2 The Website or Apps provides the opening times of each Host, and you are responsible for checking that these suit your Booking plans. By making a Booking and paying for Storage through the Website or Apps, you enter into a contract with the Host who provides that Storage on the standard terms and conditions displayed to you during the Booking process (and available here) which also form part of these Conditions (“Storage Agreement”). Stasher is not a party to the Storage Agreement.
3.3 Each Customer will comply with the security arrangements specified or referred to by the Host in the Storage Agreement, including the provision of proof of Booking and proof of identity, inspection of the luggage stored, sealing of bags and/or photographing the luggage to record condition and, when Storage is through lockers, recording, keeping confidential and using the locker codes provided at the time of booking, using the lockers with due care and not damaging the lockers in any way. Unless otherwise specifically agreed in the Storage Agreement, only the Customer which deposits an item may collect that item.
3.4 Each Customer is responsible for any injury or damage to the Host, its property (including any lockers used by the Customer) or any third parties caused by the items stored or by any negligent act or omission of the Customer. Each Host is responsible for any damage to, or loss or theft of, items stored with that Host unless the damage is caused by factors beyond the control of the Host.
3.5 If a Host alters its opening hours (either generally or on a particular day) or closes due to unforeseen circumstances and this will affect an existing Booking by you, the Host must inform Stasher by email to info@stasher.com as a matter of urgency. Where a Host is not open to receive or deliver on a confirmed Booking, we will refund the Storage Fee paid by you and/or, where practicable and with your consent, to arrange a Booking and Storage Agreement with an alternative Host. In the case that you cannot access your bags at your pickup time, Stasher will attempt to make reasonable arrangements to get your bag to you.
3.6 If you fail to collect your luggage at the time stated in the Storage Agreement, the Host must inform us. We will attempt to reach you and arrange for you to collect your luggage at a new time. Failing this, we will arrange for the collection of your luggage from the Host and delivery of your luggage to you, at your expense. If we are unable to contact you, and you have not contacted us or collected your bags within 7 days of the agreed date, or you fail to pay for the delivery of the bags to you within 7 days of the agreed date for payment, we will dispose of your luggage without further responsibility or liability to you or the Host. Customers are responsible for timely retrieval of their luggage at the designated pickup time. In the case of locker usage, timely pickup is essential. Stasher retains the right to resell the locker space, even if luggage is not retrieved by the booked pickup time. Therefore, customers acknowledge that Stasher bears no liability or responsibility for luggage left in lockers beyond the designated pickup time. When your booking time elapses, your luggage will no longer be covered by our guarantee. If you are unable to retrieve your booking on time, please contact customer support at https://stasher.com/support. They will be able to either extend your booking or arrange for your belongings to be kept in safe storage until you collect them.
3.7 We, Stasher, hereby state that we act as the agent for our hosts in the issuance of invoices for the services rendered. As an agent, Stasher assumes responsibility for generating and delivering invoices on behalf of the hosts to the relevant parties. Any invoices issued by Stasher shall accurately reflect the services provided by the hosts, and all payments received by Stasher on behalf of the hosts shall be duly accounted for and disbursed to the respective hosts in a timely manner.
4. Prohibited Items
YOU AGREE THAT YOU WILL NOT STORE OR MAKE A BOOKING TO STORE ANY OF THE FOLLOWING ITEMS:
- Travel documents (e.g. passports, board passes)
- Explosives, fuel, hazardous or flammable materials
- Pesticides, toxic chemicals, pollutants or waste of any kind
- Firearms or ammunition
- Controlled substances or dangerous goods
- Stolen goods, substance(s) or other contraband deemed illegal or unlawful within the country in which you are storing the bag
- Perishable food items or spoiled food
- Radioactive materials
- Jewellery, watches and items made of precious metals
- Cash or tradeable assets that hold monetary value (e.g. share certificates, stocks, bonds)
The Host may remove and dispose of any item stored that breaches this Condition without notice to the Customer and without any responsibility to the Customer. The Host may also report to any relevant authority any illegal or suspected illegal activities of the Customer or any hazardous item stored. The items listed above are excluded from the guarantee (see section 6) but if the incident is not caused by the storage of one of the items listed then the rest of the items may be covered by the guarantee.
5. Cancellations and Refunds
5.1 Subject to Clause 5.2, the Customer may cancel a Booking and this Storage Agreement at any time before the agreed drop-off time (Cancellation Period) without providing a reason. Upon cancellation, the Customer will have two options: a 50% refund or a 100% credit for future bookings. This cancellation can be made through the Customer’s account, by written notice to info@stasher.com, or by notifying a member of the Stasher team.
5.2 The Host will not supply the Storage during the Cancellation Period unless expressly requested by the Customer. Once the Stored Items are placed in the Storage Space, the Customer’s right to cancel the Storage Agreement ceases.
5.3 If a Host is unable to fulfil a Booking, the Stasher team will notify the Customer and either provide a refund or, if the Customer requests, arrange storage with an alternative Host in accordance with these Conditions (and the new Storage Agreement between the Customer and the alternative Host).
6. Guarantee
6.1 For bookings made through our website or Apps and subject as provided below, we offer a limited guarantee, in the form of a payment of up to 1000 GBP (or at the equivalent exchange rate to your local currency at the time of the incident), if there is any loss or damage to your bag or luggage and items stored within them during the term of the Storage.
6.2 Guarantee payments for damaged or lost items will be as follows:
- Damaged: There is no protection provided by this guarantee for damage which does not affect the performance of the item to function as intended. Customers must report any functional damage within 72 hours of collecting their luggage, providing photographic evidence clearly taken at the Storage location and a detailed description. Stasher will evaluate the claim and, if approved, make a guarantee payment in respect of reasonable repair costs, or replacement, after taking account of wear and tear.
- Lost/Stolen: Any guarantee payment for lost or stolen luggage will be up to the maximum amount selected at the time of booking.
6.3 There is no protection provided by this guarantee:
- For any of the items listed as prohibited in section 4.
- If there is loss or damage caused by, or as a result of, war, terrorism or acts of hostility.
- If you are able to recover any loss or cost of damage from any insurance policy, guarantee or third party.
- If you are in breach of any other terms and conditions in this agreement.
- where any act or omission by you causes the loss or damage.
6.4 As soon as you become aware of loss or damage, you must contact us by following the instructions at https://stasher.com/guarantee and completing the online form. An incident must be reported within 72 hours from the discovery of the loss or damage, to Stasher and the Host. You must provide the necessary documentation and evidence to support your claim against this guarantee, including proof of booking, photos of damaged items and, unless not possible, a supporting confirmation from, or contact details of, the Host staff member you reported the damage to. Stasher will investigate each claim against this guarantee and may request additional information as necessary. Stasher reserves the right to decide on the validity of claims against this guarantee and the compensation awarded based on the evidence provided and individual circumstances and may reject claims against this guarantee if it believes there is reasonable suspicion of fraud. The guarantee does not extend to additional costs such as transportation, accommodation, or missed flights booked as a result of being unable to locate or access your stored luggage.
7. Liability
In addition to the liability provisions in the Website Conditions, each Storage Agreement and the exclusion of liability in clauses 3.5 and 6.6 of these Conditions:
7.1 We shall only be liable for loss or damage you suffer directly from: any breach of these Conditions by us, or if we act negligently or fraudulently;
7.2 We shall not be liable for any loss or damage suffered by you under or in connection with a Storage Agreement or the acts or omissions of any Host;
7.3 If you are outside the UK and want to use the Website or Apps, we shall not be liable to you if the Website does not comply with any local laws;
7.4 You shall only be liable to us for loss or damage we suffer directly from: any breach of these Conditions by you, or if you act negligently or fraudulently.
Nothing in these Conditions has the object or effect of excluding or limiting our liability in the event of the death of or personal injury to you resulting from our act or omission.