Refund Policy

1. General Principles

This Refund Policy explains the conditions under which StorageLux may issue refunds for services purchased through www.storagelux.lu. by booking or using our services, you agree to this policy. This Refund Policy is designed to comply with applicable consumer protection laws in Luxembourg.

2. Service-Based Policy

StorageLux provides service-based storage solutions (e.g., box storage, item storage, short-term storage, company services). As services are reserved in advance and involve operational costs (collection, transport, secure vault space), refunds are handled under the following conditions:

3. Eligibility for Refunds

Customers may request a refund under the following circumstances:

Cancellation prior to service start: A full refund is available if cancellation is made at least 48 hours before the scheduled collection.
Partial refund: If cancellation is made less than 48 hours before collection, a cancellation fee may apply to cover operational costs.
Service not delivered: If StorageLux is unable to provide the service due to reasons under our control, the customer will be entitled to a full refund.

4. Non-Refundable Situations

Refunds will not be issued in the following casesIf the service has already been performed (e.g., collection or storage has begun).

If the customer provides inaccurate or incomplete information, it prevents StorageLux from delivering the service.

If the customer attempts to store items from the Restricted Items List, leading to refusal of service.

5. Method of Refund

Approved refunds will be issued using the original payment method used during booking. Processing times may vary depending on the payment provider, but StorageLux will initiate the refund within 10 business days of approval.

6. Discretionary Refunds

In exceptional cases, StorageLux may issue a partial or goodwill refund outside the above rules, at the sole discretion of management.

7. Contact

To request a refund, please contact us at info@ntera.lu. Please provide your booking reference and reason for the refund request.