1. Overview
StorageLux is committed to fair and transparent pricing. This Refund Policy explains when refunds apply, how to request them, and the process we follow. If you have a question about a specific charge, please contact us directly at info@ntera.lu.
2. Cancellation Before Pickup
If you cancel a confirmed booking more than 24 hours before the scheduled pickup, no charge applies and any pre-payment will be refunded in full within 5 business days.
If you cancel a confirmed booking within 24 hours of the scheduled pickup, a cancellation fee of €25 applies to cover scheduling costs. Any pre-payment above this amount will be refunded.
3. Cancellation After Storage Has Begun
Once your items are in storage, you may cancel at any time by giving 7 days' written notice to info@ntera.lu.
- Fees for the current billing period are non-refundable.
- Fees paid in advance beyond the current billing period will be refunded pro-rata.
- Seasonal plan fees are non-refundable once the storage period has commenced, unless cancelled within 48 hours of the initial pickup.
4. Missed Pickups
If our team arrives at the agreed time and address but cannot gain access or no authorised person is present, the visit will be recorded as a missed pickup. A rescheduling fee of €15 applies for the next visit. We will contact you within 1 hour to rearrange.
5. Service Failures
If StorageLux fails to collect or deliver your items at the confirmed time through our fault, we will rearrange at no additional charge. If a service failure causes you demonstrable loss, please contact us and we will review your case fairly.
6. Damaged or Lost Items
Claims for damaged or lost items must be submitted in writing within 14 days of delivery. Please include a description of the item, estimated value, and photos where possible. Claims are assessed in accordance with our liability limits as set out in the Terms & Conditions and Insurance pages.
Approved claims are settled within 14 business days by bank transfer to your nominated account.
7. How to Request a Refund
To request a refund, please email info@ntera.lu with:
- Your full name and phone number
- Your booking or invoice reference
- The reason for your refund request
- Your preferred refund method (bank transfer or original payment method)
We aim to respond to all refund requests within 2 business days and process approved refunds within 5 business days.
8. Contact
Billing or refund questions? Contact us:
📧 info@ntera.lu
📞 +352 691 420 024