Terms &
Conditions

About StowCity and these Terms

These Terms govern every request, Booking and use of a StowCity Locker or premises. “StowCity”, “we”, “us” and “our” mean the provider of the StowCity service. “Customer” and “you” mean the person making or using a Booking.

By placing an order, accepting these Terms or using a Locker, you confirm that you have read and accepted the complete agreement. Customer and privacy requests may be sent to hello@stowcity.com. The service website is www.stowcity.com.

Scope and definitions

These Terms apply when a person books or uses a StowCity self-service locker through our website, an on-site terminal, a link or message sent by us, or another booking channel that refers to these Terms. They form part of the contract together with the booking summary, price, location rules and confirmation sent to the customer.

In these Terms:

• Customer or you means the person making the booking and anyone lawfully using it with that person’s permission.
• Booking means a confirmed reservation for a locker at a stated location and during a stated period.
• Locker means the self-service storage compartment allocated to the booking, including its access system.
• Booking period means the start and end date and time shown in the confirmation.

If there is a conflict, mandatory law comes first, followed by the booking confirmation and any location-specific rules disclosed before the order, then these Terms. A person booking for others must bring these Terms to their attention and is responsible for their compliance.

Booking and contract formation

3.1 Booking request

Submitting a form or sending a request does not by itself guarantee a locker. It is an offer to buy the selected service. A binding Booking exists when StowCity sends a confirmation containing the location, period and booking reference or access instructions. If payment is taken but we cannot accept the request, we will return that payment using the original payment method without undue delay.

3.2 Information you provide

You must provide accurate, current contact and booking information. Please check the location, date, time, locker size and any stated capacity limit before confirming. Tell us promptly if information changes. We are not responsible for a failure to receive access details or service alerts caused by incorrect information you supplied or by your device or messaging settings.

3.3 Age and authority

The person making a Booking must be at least 18 years old and have legal capacity to contract. A minor may use the premises only with and under the responsibility of an accompanying adult. You confirm that you own the stored property or have the owner’s authority to store it.

3.4 Confirmation and durable copy

We will send the confirmation and a link or copy of the applicable Terms to the email address or messaging channel supplied. Save that confirmation. The version accepted at the time of Booking governs that Booking.

Prices and payment

The total price, including applicable VAT and any unavoidable service charge, is displayed before you place an order with an obligation to pay. Prices depend on the location, locker size, date and length of use. We will not add an optional charge unless you expressly choose it.

Payment is due using one of the methods shown during Booking. Payment-card details are handled by the relevant payment provider; StowCity normally receives the payment status and limited transaction information rather than the full card number. You remain responsible for any additional charge caused by an authorised extension, late collection, damage, cleaning, prohibited items, recovery of abandoned property, or another event expressly covered by these Terms, but only where the amount or calculation method was disclosed before the Booking or is otherwise permitted by law.

If StowCity agrees to organise collection or shipment of property left behind, the Customer must pay a fixed €150 recovery-coordination fee in advance, plus every packing, material, courier, transport, insurance, customs and third-party cost. This is the price of an optional additional service and not a promise that recovery or shipment will be possible.

A receipt or invoice will be provided as required by law. Contact hello@stowcity.com promptly if you believe a charge is incorrect.

Final sales, refunds and mandatory rights

5.1 Before confirmation

You may withdraw a booking request at any time before StowCity confirms it. If we have already taken payment, it will be returned without undue delay.

5.2 All confirmed Bookings are final

All sales are final. Once StowCity confirms a Booking, the Customer has no contractual right to cancel, change, transfer or reschedule it and no right to a refund, credit or partial reimbursement. This applies to no-shows, late arrival, early collection, unused time, travel disruption, changes of plan, duplicate or incorrect Bookings, choosing the wrong location, date, time or Locker size, baggage that does not fit, and inability to use the service caused by the Customer, the Customer’s device or an incorrect contact detail.

StowCity may, entirely at its discretion, make a written exception without creating any obligation or precedent. The only other exceptions are a remedy that mandatory law expressly requires or StowCity’s inability to provide the confirmed service where no lawful substitute is supplied. Nothing in these Terms creates a voluntary refund policy.

5.3 Mandatory statutory rights only

StowCity does not grant any voluntary or contractual withdrawal right. If, and only to the extent that, mandatory consumer law gives a Customer a statutory right of withdrawal for a particular Booking, that right remains available for the period and on the conditions required by that law. It may be exercised by sending an unambiguous statement to hello@stowcity.com before the applicable period ends or by using any online withdrawal function that StowCity is legally required to provide. No particular wording is required.

If you ask us to begin providing the service during the 14-day period and then withdraw before the service is fully performed, you must pay a proportionate amount for the service supplied up to withdrawal. Once the service has been fully performed, the right is lost only where performance began with your prior express request and you acknowledged that full performance would end the right. We will request that express instruction separately where it is needed—for example, when the Booking begins within 14 days.

Using the locker and premises

You agree to:

• use the Locker only for temporary luggage storage during the Booking period and follow the instructions displayed at the location or sent with the confirmation;
• use only the allocated Locker and keep within the dimensions, weight and other capacity limits shown before Booking or at the location;
• keep your access link, QR code, PIN or other credential confidential, not send it to an unauthorised person, and tell us immediately if you believe it has been compromised;
• check that the Locker is empty, suitable and undamaged before use, and report any problem before placing property inside where reasonably possible;
• place property fully inside without forcing the door, then check that the door is securely locked every time you leave;
• use the premises only for depositing, accessing or collecting property, and avoid obstructing other customers or emergency routes;
• take reasonable care of the Locker, terminal and premises and not interfere with alarms, cameras, locks, software or other equipment;
• remove all property and leave the Locker reasonably clean by the end of the Booking period.

Opening hours and access conditions are shown for each location and may differ. A Booking does not permit access outside those hours. Allow enough time for collection before the location closes and before any flight, train, ferry, appointment or other connection.

StowCity may allocate a different Locker of equivalent or greater usable capacity when reasonably necessary. Re-entry during the Booking period is allowed only where the selected service and access system support it.

Prohibited and restricted property

The following property is strictly prohibited. The prohibition applies even if an item is lawful to own, is sealed or is inside another bag. You must not store:

• any illegal, stolen, counterfeit, pornographic or indecent material, or anything whose possession, transport or storage would breach a law, court order, sanction or third-party right;
• weapons, ammunition, explosives, fireworks, compressed gas, fuel, flammable, corrosive, toxic, radioactive, infectious or otherwise dangerous material;
• controlled drugs or substances, except lawful medication for personal use that presents no safety risk;
• liquids of any kind or in any quantity, including drinks, oils, toiletries, cleaning products, aerosols and containers holding liquid;
• food of any kind, whether fresh, packaged, sealed, perishable or non-perishable;
• people, animals, plants, human remains, biological material, waste, wet items, or anything likely to leak, smell, rot, stain, contaminate or attract pests;
• precious or valuable property, including cash, payment cards, negotiable instruments, precious metals or stones, jewellery, watches, art, antiques, collectibles and unique or irreplaceable items;
• passports, identity cards, tickets or documents needed for travel, or documents containing highly sensitive or irreplaceable information;
• fragile property, high-value electronics, computers, phones, cameras or data-storage devices; and
• anything StowCity reasonably considers dangerous, unhygienic, valuable, fragile, unsuitable or likely to harm people, property, the premises, another customer or the service.

StowCity does not inspect or value property as part of ordinary check-in. Accepting a Booking or allocating a Locker does not mean we have accepted prohibited property. If you are unsure, contact us before placing the item inside.

You are responsible for reasonably foreseeable loss, damage, cleaning, emergency response and third-party claims caused by your breach of this section, to the extent permitted by law. This does not make you responsible for loss caused by StowCity.

Emergency access and inspection

StowCity may, without prior notice, open, move, isolate, inspect, remove or surrender a Locker’s contents where we reasonably consider this necessary to:

• respond to an emergency or a credible safety, security, hygiene or property-damage risk;
• investigate suspected prohibited property, misuse, fraud or a material breach of these Terms;
• recover property after the Booking period or deal with an unpaid or abandoned Locker;
• perform urgent maintenance when delay would create a material risk; or
• comply with a lawful request or order from the police, a court, emergency service or other competent authority.

Where reasonably necessary for security, safety, hygiene, damage prevention or an emergency, or where a competent authority requests or requires it, StowCity may act immediately. This may include destroying or disposing of property to the fullest extent permitted by law, or handing it to an authority. We do not have to contact the Customer first where delay could create risk, obstruct an investigation or breach an authority’s instruction.

StowCity may refuse or suspend access and may recover from the Customer the reasonable costs, charges, losses and third-party expenses directly caused by prohibited property or the Customer’s breach, to the extent permitted by law.

Late collection, forgotten and unclaimed property

Collect everything before the Booking period ends. If supported, you may be offered an extension at the price displayed at that time. An extension is valid only when confirmed; it is subject to availability.

Property remaining when the Booking period ends is unauthorised. StowCity may immediately disable the access credential, open the Locker, move or remove the property and charge every applicable late-use, recovery, cleaning and storage amount. StowCity has no obligation to extend the Booking, keep the property in the same Locker, or make repeated attempts to contact the Customer.

If the property has not been collected within 72 hours after the Booking period ends, the Customer instructs StowCity to treat it as abandoned and authorises StowCity, to the fullest extent permitted by law, to destroy, recycle, donate, sell or otherwise dispose of it without compensation. Where applicable law instead requires property to be surrendered to a competent authority or another procedure to be followed, StowCity may do so. The Customer remains liable for disposal, storage, cleaning and authority charges.

The 72-hour period does not apply to illegal, prohibited, liquid, food, perishable, leaking, contaminated, infested, dangerous or security-sensitive property. StowCity may isolate, destroy, dispose of or surrender such property immediately where reasonably necessary or requested or required by a competent authority, in each case to the fullest extent permitted by law.

9.1 No shipping obligation

StowCity does not provide a shipping or lost-property delivery service and has no duty to pack, insure, carry or send forgotten property. The Customer must ordinarily collect it personally. Any courier collection or other remote recovery requires StowCity’s prior written approval, is subject to security, identity, ownership and access checks, and remains subject to the 72-hour limit.

StowCity may accept or refuse any remote-recovery request in its sole discretion. If accepted, any preparation, administration, packing, courier handover, coordination or shipment requires advance payment of the €150 recovery-coordination fee, even where the Customer chooses and books the courier. The Customer must also pay every packing, material, courier, transport, insurance, customs and other third-party cost. StowCity will issue a payment request or invoice and will not begin work before receiving cleared payment. The €150 fee becomes non-refundable once work begins. Shipment is entirely at the Customer’s risk, and StowCity is not responsible for a courier’s delay, loss, refusal, customs issue or damage except where mandatory law provides otherwise.

Availability, maintenance and events outside our control

We use reasonable care to keep the booking, access and Locker systems available. Short interruptions may occur because of maintenance, connectivity, utilities, safety incidents or other events. If the booked Locker is unavailable, StowCity may choose to provide an equivalent or larger Locker, another reasonable location or time, or another remedy. A refund is due only where mandatory law requires it or StowCity expressly agrees in writing.

Neither party is responsible for a delay or failure caused by an event beyond its reasonable control, such as a serious power or network outage, fire, flood, extreme weather, epidemic, civil disorder, transport or authority restriction, or criminal act by an unrelated third party. This section does not excuse payment already due, remove mandatory consumer remedies, or exclude responsibility where the affected party failed to take reasonable precautions.

Responsibility and liability

The Customer uses the Locker and stores property at the Customer’s own risk. StowCity is not an insurer, does not know or verify the Locker’s contents or value, and does not accept responsibility for prohibited property. The Customer must maintain any travel, baggage or property insurance considered necessary.

To the fullest extent permitted by law, StowCity is not responsible for loss, theft, damage, deterioration, contamination or destruction caused by the Customer; an unauthorised person or disclosed access credential; defective or unsuitable baggage or packaging; the inherent nature of an item; liquids, food, valuables or other prohibited property; failure to close the Locker correctly; inaccurate booking information; lawful inspection, removal or disposal under these Terms; a third-party courier; or an event outside StowCity’s reasonable control.

StowCity is not responsible for lost profit, business loss, loss of data, emotional distress, inconvenience, or any missed flight, train, ferry, transfer, reservation, appointment or opportunity, to the fullest extent permitted by law. Customers must keep travel documents, valuables and essential medication with them and allow adequate collection time.

The Customer must reimburse StowCity for reasonable direct losses, damage, cleaning, fines, authority charges and third-party claims caused by the Customer’s breach of these Terms, including storage of prohibited property, to the extent permitted by law.

Problems, complaints and claims

For urgent access or safety problems, use the assistance method displayed at the location. For a complaint, email hello@stowcity.com with the Booking reference, location, relevant time, a clear description, photographs where useful, and evidence of the claimed loss.

Report visible loss, damage or a malfunction before leaving the premises and send the complete written claim within 24 hours after the Booking ends so that StowCity can preserve logs or recordings and investigate. Failure to do so may prevent voluntary consideration of the claim and may affect the available evidence. A mandatory statutory right is not removed where the law does not allow that result.

Keep the affected property and packaging available for reasonable inspection. We aim to acknowledge a written complaint promptly and respond within a reasonable time after receiving the information needed to assess it.

Applicable law and consumer disputes

These Terms and each Booking are governed by Italian law. If you are a consumer habitually resident in another country, this choice does not deprive you of mandatory protections available under the law that would apply without this clause.

Please first contact us at hello@stowcity.com so we can try to resolve the issue. Consumers may also use an eligible alternative dispute resolution (ADR) procedure under Articles 141–141-decies of the Italian Consumer Code. Information about recognised procedures is available from the Italian Ministry of Enterprises and Made in Italy on its consumer ADR portal. StowCity is not committed to a particular ADR body unless we tell you otherwise in writing.

The courts determined by mandatory law have jurisdiction. In particular, a consumer may bring proceedings before the court for the place where the consumer is resident or domiciled where Italian consumer law provides that forum. Nothing prevents either party from seeking another remedy available under applicable law.

Changes and general terms

We may update these Terms for future Bookings to reflect changes to the service, law, technology or security practices. The new version applies from its stated effective date and will not retroactively change a confirmed Booking unless required by law or agreed with the customer.

If a provision is invalid or unenforceable, it will be limited or removed only to the minimum extent necessary; the remaining provisions continue to apply. A delay in enforcing a right is not a waiver. You may not transfer a Booking without our consent, except where mandatory law gives you that right. We may use processors and subcontractors to perform the service but remain responsible to the extent required by law.

These Terms, the confirmation and any location-specific conditions disclosed before purchase contain the agreement for the Booking. They do not exclude a statement or right that cannot lawfully be excluded.