The Box Bay — Terms & Conditions

The Box Bay provides valet-storage services using standardized Box Bay storage cartons. Our service may include:

• provision of The Box Bay storage boxes;
• collection from an eligible Dubai address;
• customer drop-off at our facility;
• storage of sealed boxes at our warehouse;
• retrieval of stored boxes;
• delivery of belongings; and
• optional additional services such as packing or additional collection/delivery visits.

The Box Bay is not a self-storage operator. Customers do not rent or obtain access to individual warehouse units. Customers may access the designated customer area at our facility, but customers are not permitted to enter the warehouse or storage area under any circumstances. For security, safety and operational reasons, The Box Bay does not provide customer-requested photographs or videos of goods while they are inside the warehouse or storage area.

Individual customers must provide a valid:

• Emirates ID; or
• Passport.

Where an Emirates ID is used, front and back must be provided. Where a Passport is used, the details/photo page and nationality must be provided. The relevant identity document must have more than 60 days' remaining validity at the booking check. A document with exactly 60 days remaining is not eligible. Business customers must provide:

• a valid trade licence;
• an identified individual representative; and
• a valid Emirates ID for that representative.

Passport identification is not accepted for a business representative. The Box Bay may request written evidence that a business representative is authorized to act for the business. Customers must keep identification and contact information current. Valid identification may be required before goods are collected, accessed, delivered or released.

You confirm that:

• you own the goods or are legally authorized to possess and store them;
• all information you provide to The Box Bay is complete and accurate;
• the goods are lawful and suitable for storage and transport;
• you will comply with our packing, weight, safety and prohibited-item requirements; and
• you will not use the service for any unlawful purpose.

If incorrect information, a customer breach, or a customer act or omission prevents or delays us from providing the service, we may suspend the affected service and will not be responsible for the resulting delay to the extent caused by the customer. Subject to applicable law, the customer is responsible for reasonable losses, claims or costs arising from prohibited or dangerous goods, lack of authority to store the goods, materially false information, or third-party claims relating to the customer’s goods.

After successful final delivery or facility collection, the Box Bay carton becomes yours to keep. The Box Bay does not collect empty cartons back, and you are not required to return the carton empty. If you later return a carton for continued storage under an active contract, our staff may accept it if suitable. If it has been opened, it requires a new tamper-evident seal; the old seal remains in the history and the new seal becomes current. If the carton is unsuitable, a replacement carton may be used. The contract and current storage expiry remain unchanged unless separately amended. Only The Box Bay storage boxes may be used for the service. Standard external box dimensions are approximately: 45 cm × 45 cm × 45 cm The maximum permitted gross weight is: 25 kg per packed box If a box exceeds the permitted weight or capacity, the customer must redistribute the goods and purchase additional storage capacity, subject to the applicable order limits. For initial storage packing, goods must be packed into The Box Bay boxes in the presence of The Box Bay staff. For return-to-storage, the identified customer or authorized business representative must personally pack the goods in the presence of staff, who must witness that packing. A customer may privately access the contents of their own stored box in the designated customer area during a visit authorized for that purpose; that private access is separate from packing for storage. Packing assistance may be available as an additional paid service. Before sealing, the customer must take one or more photographs showing the contents of each box. These photographs may be retained by The Box Bay and may be required to support a later claim. Each box will be secured using a serial-numbered seal recorded against the customer’s account. The Box Bay does not ordinarily open sealed boxes. We may open a sealed box where reasonably necessary because of:

• leakage;
• smell;
• heat;
• smoke;
• swelling;
• pests;
• contamination;
• an emergency affecting persons or property;
• a request or direction from police, a court, customs, Civil Defence or another competent authority;
• compliance with applicable law; or
• another urgent safety concern.

Where reasonably practicable, we will document the opening, apply a new serial-numbered seal and notify the customer.

Customers must not store illegal, dangerous, unsafe or unsuitable goods. Prohibited goods include, without limitation:

• illegal or stolen goods;
• explosives or fireworks;
• gas bottles;
• aerosols;
• paints;
• flammable materials;
• hazardous, toxic or corrosive substances;
• firearms, weapons or ammunition;
• illegal drugs or controlled substances;
• fresh food or other perishable goods;
• liquids;
• plants, seeds or soil;
• animals or other living organisms;
• goods likely to cause pests, mould, odour, leakage, contamination or fire;
• cash or currency;
• precious metals;
• original identity documents;
• jewellery;
• watches;
• art;
• antiques;
• loose lithium-ion batteries;
• damaged or swollen batteries;
• power banks;
• lead-acid batteries;
• vehicle, e-bike or e-scooter batteries; and
• other loose, damaged or high-capacity batteries presenting a safety risk.

Ordinary consumer electronics such as laptops, tablets, phones and cameras may be accepted if they are switched off, dry, undamaged, safely packed and show no sign of battery swelling, leakage, overheating or other defect. The Box Bay may refuse any goods it considers prohibited, unsafe or unsuitable for storage.

The services included in your order are those shown in your Order Summary. Each qualifying order includes one initial collection visit unless otherwise stated. Additional collection or delivery visits may be chargeable. Customers may also bring eligible goods to The Box Bay facility for packing and storage. If a scheduled collection or delivery cannot be completed because the customer is unavailable or otherwise prevents completion, the visit may be treated as used and an additional charge may apply where disclosed and permitted. A failure caused by The Box Bay or its courier, rather than the customer, will not on that basis consume the customer’s included visit or trigger a customer-caused failed-visit charge. Customers must provide at least 12 hours' notice to reschedule or cancel a scheduled collection or delivery without charge. Requests received after 5:00 PM will be treated as received on the following business day. Customers may attend The Box Bay customer area and request retrieval of stored boxes. Customers do not enter the warehouse. The Box Bay staff will retrieve the requested box and bring it to the customer area. For partial retrieval:

• the box may be opened in the customer area;
• the customer may remove selected belongings;
• remaining goods may be resealed; and
• the original storage expiry date remains unchanged.

Goods will only be released following the required identity verification.

Available storage periods are those shown at checkout or in the applicable Order Summary. The storage period begins when the first box under the relevant order is received into The Box Bay warehouse. All boxes under the same order share the same storage start and expiry dates. If additional boxes under the same order arrive later, they receive only the remaining time under that order. A separate later purchase creates a separate storage period and separate order. Cancellation of future automatic renewal does not shorten an already-paid storage period or prevent eligible return-to-storage during that period. Retrieval of all boxes before expiry does not by itself bring the paid storage entitlement to an early end.

All storage services are prepaid. The applicable price is the final amount shown in the Order Summary before the customer signs or accepts the agreement. No collection will take place unless payment has successfully cleared. Payments may be processed through Stripe or another approved payment provider. Where a promotion, coupon or discount is offered, it must be applied before the customer signs or accepts the agreement. Any change to the commercial amount for the current paid term after signing may require a revised order or agreement. Renewal price changes are governed by Section 10.2. Prices shown to the customer are intended to be inclusive of applicable VAT or taxes unless expressly stated otherwise.

Except where required by applicable law or expressly approved by The Box Bay, amounts paid are non-refundable once the agreement has been signed and payment has cleared. Providing expired, incorrect or otherwise unacceptable identity documentation does not automatically create a right to a refund. The booking may instead be suspended until compliant documentation is supplied. If The Box Bay cancels the service before storage starts for reasons attributable to The Box Bay, the unused storage/service amount will be refunded. Early retrieval of all belongings does not entitle the customer to a refund for unused prepaid storage. Cancellation of automatic renewal is governed by Section 10 and does not by itself terminate the existing paid term. Any exception to the non-refundable policy remains subject to applicable law or express approval by The Box Bay.

10.1 Automatic Renewal and Payment Authorization Unless the customer cancels automatic renewal in accordance with this Section, an eligible storage agreement will renew for an additional period equal to its original agreed term of 30, 180 or 360 days, as specified in the Order Summary. The renewed term starts at the end of the preceding paid term, subject to successful collection and verification of the renewal payment. The automatic-renewal agreement and authorization to save and charge a payment method are separate. For an initial online card payment, after the customer has been shown the Checkout disclosure below, the customer’s existing Terms acceptance and electronic signature authorize Stripe to save the card used for that payment and authorize The Box Bay to use that card for off-session renewal payments for that contract only, subject to this Section and Section 10.2. This authorization does not authorize charges for another contract or for amounts not permitted under the applicable renewal terms. The authorization and the provider’s setup result must be recorded separately against the relevant contract. Acceptance of the Terms without the disclosed, contract-specific payment authorization does not authorize an off-session charge. A customer may change or replace the authorized card through Manage Storage. Where a contract has no valid authorized payment method, or the payment provider requires further authentication or updated card information, the renewal payment is not treated as successful until it is verified. The customer may need to add or update a card and complete any required authentication. Sections 10.5–10.7 govern applicable payment recovery and overdue storage. The Box Bay does not store the customer’s full payment-card number or card security code.

10.2 Renewal Prices and Advance Notice of Increases The renewal amount is the applicable storage price for the same term, as disclosed to the customer in accordance with this Section. The Box Bay may change published prices for future purchases and renewals; changes do not retrospectively alter the price of an already-paid term. If The Box Bay proposes to increase the amount charged for an upcoming automatic renewal, it will give the customer at least 30 full days' advance notice of that increase before the renewal is due. The notice will specify the proposed renewal amount, scheduled renewal date and time, and the method of cancelling automatic renewal. The amount communicated in a valid price-increase notice will be locked for that renewal cycle; any later increase requires its own applicable notice. If the required advance notice has not been given, The Box Bay will not automatically charge the higher amount for that cycle unless the customer expressly accepts that amount or applicable law otherwise permits it. Nothing in this Section limits any mandatory consumer notice or pricing rights under applicable law.

10.3 Ordinary Renewal Reminder The Box Bay will send a renewal reminder approximately seven days before a scheduled automatic renewal, stating the renewal date, applicable renewal amount and how to manage or cancel renewal. The seven-day reminder is not a seven-day cancellation deadline. The customer must keep registered contact information current.

10.4 Cancellation of Future Renewal The customer may request cancellation of future automatic renewal through the available customer account process before The Box Bay commits the renewal payment attempt for processing. An accepted cancellation prevents The Box Bay from initiating further automatic renewal charges under that authorization, unless the customer later reactivates renewal through an authorized process. A charge already submitted for processing may not be immediately reversible; The Box Bay will reconcile the actual payment outcome and apply the customer's contractual and legal rights, including any applicable refund rights. Cancellation of future renewal is an intention to finish storage at the end of the current paid term; it does not end, shorten or refund that term, and it does not remove eligible rights to return previously retrieved cartons during that term. The customer remains responsible for arranging final retrieval or delivery of any goods remaining with The Box Bay. An early retrieval of all cartons does not itself terminate the prepaid storage entitlement. Except where required by law or expressly approved, unused prepaid storage is not refundable, as described in Section 9.

10.5 Failed Renewal Payments and Seven-Day Recovery If an authorized automatic renewal payment due at the end of the current paid term fails, a seven-day (168-hour) payment-recovery period begins at that originally scheduled renewal timestamp (Day 0). The Box Bay will notify the customer of the unsuccessful attempt and provide an appropriate route to update payment details, complete authentication or pay securely. Subject to the payment provider's rules and the payment's confirmed status, The Box Bay may retry the eligible renewal payment twice: once on Day 2 (48 hours after Day 0) and once on Day 5 (120 hours after Day 0). The Box Bay will not blindly retry a payment that is prohibited, requires customer authentication, or has an unresolved outcome. If no verified payment has been received by the end of Day 7 (168 hours after Day 0), automatic retries for that renewal cycle stop, and the customer may be contacted to arrange payment or collection of goods. A valid cancellation must be respected in determining whether a further renewal charge may be initiated. A pending payment outcome must be resolved before another attempt is made. No automatic renewal term is treated as paid merely because the recovery period is running.

10.6 Successful and Unsuccessful Payment Recovery If the renewal payment is verified as successful during the recovery period, the paid renewal begins at the original expiry of the previous paid term, for the agreed further 30-, 180- or 360-day duration. No overdue charge will apply for a period already covered by the successful paid renewal. If the payment is still unsuccessful when the seven-day recovery period ends, the agreed applicable overdue storage charges for cartons remaining in custody will be calculated from the original expiry of the preceding paid term, including the seven-day recovery period; collection of those overdue charges is deferred until the recovery period ends. This deferral of collection does not waive charges that are properly due. The Box Bay will not charge both a paid renewal and overlapping overdue storage for the same carton and period, and will reconcile any subsequent payment against amounts already validly collected. These rules do not create a seven-day free storage period and do not apply where the customer had already cancelled renewal before expiry; in that case, the ordinary overdue provisions apply from expiry to any cartons remaining in storage.

10.7 Overdue Storage and Financial Clearance The applicable overdue storage charge is AED 10 per carton per started 24-hour period, unless a different rate has been expressly agreed with the Customer in the applicable Order Summary or a validly accepted amendment. Any revised overdue rate will apply only where permitted by the Customer's agreement and applicable UAE law. Previously accrued charges will not be recalculated retrospectively solely because The Box Bay changes its published prices. Goods will not be released while legally recoverable amounts relating to the Customer's storage or services remain unpaid, except where payment has been settled, an authorized Finance waiver or adjustment applies, or release is required by applicable UAE law.

Any withholding or retention of goods must comply with applicable law and must not prevent the Customer from exercising rights that cannot lawfully be restricted. Credits or refunds owed by The Box Bay to the customer are not themselves an unpaid customer debt. No overlapping full-term renewal and overdue storage amounts will be collected for the same period.

10.8 Goods Remaining Uncollected Goods remaining uncollected for more than 30 days after the authoritative paid storage expiry may be classified for further review, customer contact and continued lawful overdue assessment. Classification for review does not itself terminate the agreement, transfer ownership of goods or authorize their automatic sale or disposal. Any lien, retention, sale, disposal or similar action is permitted only to the extent authorized by applicable UAE law and after the legally required process. The Box Bay will continue to account for goods in its custody until appropriately released or otherwise lawfully dealt with.

The Box Bay does not provide insurance for customer goods. Customers are responsible for arranging their own insurance if they wish to insure their belongings during storage or transit. Customers should independently check whether any home, business or other insurance policy provides suitable cover. Nothing in these Terms excludes liability that cannot legally be excluded.

Customers should inspect the external condition of each box and the seal at retrieval or delivery before opening the box. Any visible damage or apparent seal interference should be photographed before opening. Visible loss or damage must be reported immediately and, in any event, within 24 hours of retrieval or delivery. Damage that could not reasonably have been identified during the initial inspection must be reported within 3 days. The Box Bay may reasonably request supporting evidence, including:

• order or agreement number;
• box number;
• seal number;
• pre-storage photographs;
• photographs after retrieval;
• proof of ownership;
• proof of value;
• receipts;
• repair or replacement quotations;
• retained damaged goods for inspection; and
• a police report where theft or criminal activity is alleged.

Required pre-sealing photographs may be necessary for a claim concerning the contents of a box to be eligible, subject to applicable law.

Subject to applicable law, The Box Bay’s liability for proven direct loss or damage is limited to: AED 2,500 per affected box, and AED 10,000 in aggregate per Agreement or Order. The customer cannot recover more than the actual proven direct loss suffered. The liability limits are maximum limits, not fixed compensation amounts. To the fullest extent permitted by law, The Box Bay is not responsible for loss or damage arising from:

• inadequate packing;
• pre-existing damage;
• inherent defect;
• ordinary deterioration;
• rust or corrosion;
• humidity or atmospheric conditions;
• mould resulting from moisture already present in the goods;
• pests originating from customer goods;
• mechanical or electrical failure;
• battery failure;
• electronic data loss;
• temperature sensitivity where climate-controlled storage was not expressly agreed;
• prohibited or undeclared goods;
• materially false customer information or declarations;
• sentimental or emotional value;
• indirect or consequential loss;
• loss of profit, revenue, opportunity or anticipated savings; or
• events outside The Box Bay’s reasonable control.

Nothing in these Terms limits or excludes liability where such limitation or exclusion is not permitted under applicable law.

The Box Bay may use third-party service providers, contractors and couriers in providing the service. Where an independent courier carries goods, the carriage may be subject to that courier’s own terms, conditions and liability limits. Subject to applicable law, loss, damage or delay caused by an independent courier may be governed by the courier’s applicable terms rather than creating additional liability or insurance from The Box Bay.

The Box Bay will not be responsible for failure or delay in performing an obligation to the extent caused by an event outside its reasonable control. Affected obligations may be suspended or delayed while such circumstances continue and will resume as reasonably practicable.

Customers consent to The Box Bay processing information supplied by or relating to the customer and stored goods for purposes connected with:

• providing the service;
• identity verification;
• payments;
• security;
• claims;
• customer support; and
• legal or regulatory compliance.

Customers confirm that information supplied is complete and accurate. Information may be shared with The Box Bay’s representatives, agents, contractors and service providers where reasonably required to provide the service or comply with legal obligations. Any separate The Box Bay Privacy Policy applies in addition to these Terms.

The Box Bay may suspend affected services:

• while amounts remain unpaid;
• where a customer breach prevents or materially affects performance;
• where prohibited or unsafe goods are identified; or
• where required by law, a regulator, court, police or another competent authority.

Suspension does not waive accrued payment obligations.

Customers may be required to:

• review their Order Summary;
• accept these Terms & Conditions electronically; and
• provide an electronic signature.

The applicable agreement becomes effective once the customer has completed the required acceptance process and payment has successfully cleared. The Box Bay may retain electronic records showing the applicable Terms version and agreement, commercial details, customer acceptance and signature, and the related timestamps. Where automatic renewal has been agreed and a payment method has been separately authorized for that contract, the Box Bay may record a subsequent renewal against the existing signed agreement without requiring a new customer signature for each term, to the extent permitted by applicable law.

For an initial online card payment, the separate payment-authorization record must be linked to the relevant contract and identify the authorization’s scope and the payment provider’s setup result. This does not dispense with any separate payment authentication or consent required by the payment provider or applicable law. The Box Bay does not retain the customer’s full payment-card number or card security code.

The customer may not assign or transfer an agreement without The Box Bay’s prior written approval. The Box Bay may subcontract parts of the service. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions continue in effect to the fullest extent permitted by law. Failure by either party to enforce a contractual right does not waive that right. The applicable Order Summary, these Terms & Conditions and any document expressly incorporated into them form the entire agreement relating to the relevant order. Website descriptions, marketing material or informal communications do not override the customer’s accepted Order Summary and these Terms.

These Terms and any agreement arising from them are intended to be governed by the laws of the Emirate of Dubai and the federal laws of the United Arab Emirates applicable in Dubai. Disputes arising out of or in connection with the agreement will be referred to arbitration administered by the Dubai International Arbitration Centre (DIAC) under its applicable rules. The seat of arbitration will be Dubai, United Arab Emirates. The language of the arbitration will be English. The tribunal will consist of one arbitrator, unless otherwise agreed or required.

The Box Bay LLC 39 Al Rasaas Rd Al Quoz Industrial First Al Quoz, Dubai United Arab Emirates