Austin Labs / MyStorage Protection Plans
This is an extension of the Austin Labs Terms & Conditions. This document outlines the Protection Plan available to Austin Labs customers. Austin Labs reserves the right to change the Protection Plans for new customers, or to offer promotional pricing to any customers at any time.
Remember: The best way to protect your items against being damaged during the provision of the Services is to properly pack them.
This protection plan only covers Eligible Items
For an Item to qualify as an Eligible Item, it must meet ALL of the following three criteria:
- The Item cannot be a Fragile Item, Valuable Document, or a Prohibited Item, as such terms are defined in the Terms & Conditions.
- The Item must be properly packed, wrapped or padded or packed in a Austin Labs bin.
- The Item must have been photographed by Austin Labs in its original condition.
For an Item of Exceptional Value, as such term is defined in the Storage Rules of the Terms & Conditions, to qualify as an Eligible Item, it must also meet the following two criteria (in addition to the three criteria above): 1. The Item must be readily replaceable and cannot derive its Exceptional Value from its uniqueness, rarity, historical significance, or sentimental value 1. The Item must have its replacement value accurately declared by you, and that value must be less than the limit of your Protection Plan. Austin Labs reserves the right to refuse to store any item we determine (at our sole discretion) has a stated value that is incorrect
To be clear, an Item that is packed by owner into a cardboard box is not an Eligible Item.
THE AMOUNT OF AUSTIN LABS’S LIABILITY TO YOU WHEN SOMETHING IS LOST OR DAMAGED IS LIMITED BY THE PROTECTION PLAN YOU SELECT. IN NO EVENT SHALL AUSTIN LABS BE LIABLE FOR ANY DIRECT DAMAGES IN EXCESS OF THE AMOUNT SPECIFIED UNDER YOUR PROTECTION PLAN. REGARDLESS OF YOUR CHOICE OF PROTECTION PLAN, AUSTIN LABS DISCLAIMS ALL LIABILITY FOR CERTAIN DAMAGES, DEFECTS, OR OTHER CLAIMS RELATED TO FRAGILE, SPECIAL, AND VALUABLE ITEMS, AS DEFINED IN THE STORAGE RULES. AUSTIN LABS WILL NOT BE LIABLE FOR ANY LOSS OR DAMAGE TO GOODS TENDERED, STORED OR HANDLED HOWEVER CAUSED UNLESS SUCH LOSS OR DAMAGE RESULTED FROM THE FAILURE BY AUSTIN LABS TO EXERCISE SUCH CARE IN REGARD TO THEM AS A REASONABLY CAREFUL PERSON WOULD EXERCISE UNDER LIKE CIRCUMSTANCES AND WAREHOUSE IS NOT LIABLE FOR DAMAGES WHICH COULD NOT HAVE BEEN AVOIDED BY THE EXERCISE OF SUCH CARE.
Basic: The Basic plan is not recommended. Although this plan is free ($0/month), it only reimburses you $0.60 (sixty cents) per pound for lost or damaged items. The Basic does not reimburse you for the actual value of items up to this amount, but rather reimburses you on an item-by-item basis for $0.60 (sixty cents) per pound of that item’s weight.
Silver: The Silver Protection plan reimburses you up to $1,000 for Eligible Items that are lost or damaged. The Silver Protection plan will reimburse you for the actual cash value OR repair costs of your Eligible Item(s), up to $1,000 in aggregate. The cost of the Silver Protection plan is $15/month.
Gold: The Gold Protection plan reimburses you up to $2,000 for Eligible Items that are lost or damaged. The Gold Protection plan will reimburse you for the actual cash value OR repair costs of your Eligible Item(s), up to $2,000 in aggregate. The cost of the Gold Protection plan is $20/month.
In addition to the plans offered above, you may request a protection plan that reimburses you up to the value you stated for Eligible Items that are lost or damaged. Your stated value of such items is limited to the actual replacement value of such item as we will not cover any stated sentimental value or collectors’ value of an item. Accordingly, under a full protection plan, we will reimburse you for the actual cash value OR repair costs of your Eligible Item(s), up to your stated value in aggregate. The cost of a full protection plan is a function of your total stated value. If you request this plan, during the time your items are being considered for the plan, your items will automatically be placed in the Gold Protection Plan. For more information and to request this plan, please contact Austin Labs Customer Support.
If you have purchased a plan other than the Basic and you cancel that plan or fail to make your payments, your plan will immediately revert to the Basic plan. If your plan reverts to Basic because you have missed payments, you can restore your previous plan by resuming your payments and paying any outstanding invoices, however, only the Basic Plan will apply to any loss or damage occurring before you resumed payments.
The reimbursement amounts in our Silver and Gold plans are lifetime maximums. If you reach the maximum, you will no longer be charged for the Silver or Gold plan and will revert to our Basic Protection Plan. On a case-by-case basis, Austin Labs may be able to replenish the available maximum on your protection plan. To request consideration, please contact our Customer Support Team.
If you store stuff in Austin Labs that is worth more than the amount reflected in your Protection Plan, either individually or in the aggregate, you do so at your own risk. As noted above, Austin Labs reserves the right to determine (in our sole discretion) to refuse to store any item. We strongly recommend that you purchase insurance from a third party to directly cover your items with Austin Labs, as more economical coverage may be available from insurers. You may want to consult any existing insurance policies you already have (such as a homeowner’s or renter’s policy), as some policies cover items stored with Austin Labs. If you pay for Austin Labs using certain credit cards, you may also be entitled to supplemental benefits from insurance or other protection programs from your credit card company.
Submitting a Claim
In the unfortunate event that something is damaged or goes missing, Austin Labs has a claims process. To initiate this process, please contact Customer Support.
In the case of a damaged item, Austin Labs will work with you (and you have to help Austin Labs) to collect information about the damage. You must initiate a claim within fourteen (14) days of delivery of the item(s) and provide any additional information requested by Austin Labs in a timely manner to facilitate the claims process. The process generally takes about four weeks from the time we’ve collected all the information (and can add an additional 5-10 business days if the damage occurred while Your Stuff was in the care of a third-party like UPS).
In the case of a missing item, Austin Labs first undergoes an extensive search of our records to see if we can locate Your Stuff, and often will need your cooperation to do so. This process can take much longer, depending upon the distance between the original location of Your Stuff and the warehouse in which it is stored, and so our Customer Support Agents will be available to you to provide estimated timelines and status updates as our investigation progresses.
In the case of property damage (damage to walls, handrails, floors, etc.), you must initiate a claim within three (3) days of the appointment when damage occurred. If the total of your property damage claim exceeds $300, we will require two (2) repair estimates for consideration.
Regardless of the status of any claim, you are still responsible for paying all rent and fees, even fees associated with an Item that is involved in a claim. You will not initiate a chargeback or make other attempts to recoup fees paid to Austin Labs at any time. Your failure to pay any fees or your initiation of a chargeback process will be considered by Austin Labs when determining the outcome of your claim.
Once we have made a determination on your claim, we will notify you and if necessary make arrangements to resolve your claim with a separate payment to you. Submitting a claim, even a substantiated claim that results in a payment to you, does not make you eligible for refunds of any fees paid, forgiveness of any unpaid debts, nor credits toward future fees. Any disputes shall be resolved in accordance with these Terms (see “Dispute Resolution”).