UniKeep Terms & Conditions
1. AGREEMENT & CUSTOMER RESPONSIBILITY
By signing this agreement, the Customer confirms that they have read, understood and accepted these Terms & Conditions.
The agreement is between UniKeep and the person who signs it. Customers under 18 must have an adult sign on their behalf; where an adult signs for a minor, “Customer” refers to the signing adult for all purposes under this agreement, including payment and liability. The Customer is responsible for providing accurate information, maintaining current contact details and complying with these Terms.
2. BOOKING, QUOTES & ITEM DECLARATIONS
Quotes are based on information supplied by the Customer and are initial estimates, not guaranteed final prices. The Customer must accurately declare the number, approximate size of boxes, bags, suitcases, baskets and other items. Where possible, Customers should provide photographs of packed items before collection.
If the quantity, size, weight or nature of the belongings materially differs from the information provided, UniKeep may issue a revised quote. UniKeep may proceed with collection and issue the revised quote, subject to the Customer’s right to cancel. If the Customer cancels after collection has commenced or belongings have been transported, applicable transport and handling costs will be payable. Minor differences that do not materially affect the operation or pricing may be accepted without adjustment.
No booking deposit is required to confirm collection. If the Customer misses their first scheduled collection (see Section 3 for the wait-time policy), no fee applies to that missed collection, but the Customer forfeits the free/first-attempt collection and a R149 rebooking fee is payable before UniKeep will schedule a second collection attempt. If the Customer also misses the second scheduled collection, UniKeep may cancel the booking without further obligation. The same terms apply to return delivery under Section 8. UniKeep reserves the right to require full upfront payment on any future booking where a Customer has previously missed a scheduled collection or delivery.
3. COLLECTION, PACKING & SECURITY SEALING
Customers are responsible for packing their belongings securely before collection. UniKeep may use shrink wrap or similar materials where reasonably necessary, but this does not constitute professional packing or guarantee the safety of improperly packed belongings. UniKeep may refuse any item that is unsafe, unsuitable, inadequately packed, excessively heavy, hazardous or otherwise unsuitable for transport or storage. Additional charges may apply where special handling is required.
Customers must identify fragile items to UniKeep before or during collection. UniKeep may mark declared fragile items accordingly. Damage to an item that was not declared fragile at collection does not qualify for protection under Section 6.
UniKeep will apply tamper-evident security seals to collected containers at the point of collection. Seals provide evidence of tampering during transport and storage only, and do not on their own constitute proof of a container’s contents. Customers must provide an itemised inventory of packed belongings, with photographs of declared high-value items (as defined in Section 4), at or before collection. UniKeep may spot-check declared items against the inventory at collection. Claims regarding missing or damaged contents will be assessed against this declared inventory together with the condition of the security seal at delivery.
UniKeep’s collection and delivery team will wait a maximum of 15 minutes past the scheduled window for the Customer to be available. If the Customer is not available within this window, the collection or delivery is treated as a missed pickup/delivery under Section 2 and Section 8 respectively.
4. PROHIBITED & RESTRICTED ITEMS
The following may not be stored: firearms, ammunition, weapons, explosives, illegal drugs, fuel, gas cylinders, flammable materials, toxic or hazardous chemicals, dangerous substances, perishable food, items likely to attract pests, leaking liquids and other items reasonably considered unsafe or unsuitable for storage. Important personal documents, including passports and similar identification documents, must not be stored. Cash is not accepted for storage.
Electronics, batteries, laptops, phones, cameras, televisions, gaming consoles and other high-value goods must be declared to UniKeep before or during collection and must be suitably packaged. UniKeep may inspect an item where there is a reasonable concern regarding leakage, smell, damage, hazardous contents, prohibited goods or safety.
5. INVENTORY & PHOTOGRAPHS
UniKeep’s inventory records may record containers/items collected rather than every individual item contained within them, in addition to the itemised declaration and photographs required under Section 3. Customers remain responsible for the accuracy of their declarations. UniKeep may photograph belongings for identification, condition records, security and claims purposes.
6. UNIKEEP PROTECTION
UniKeep Protection is a protection plan, not insurance. Three tiers are available: Basic (included at no charge, capped at R1,500 per booking), Standard (R99, capped at R3,000 per booking) and Premium (R149, capped at R5,000 per booking). The maximum amount payable under the selected plan applies to the Customer’s booking as a whole and is not payable separately for each item.
Where UniKeep is responsible for loss or damage covered by the applicable plan, compensation is limited to the actual reasonable replacement or repair value of the affected item, subject to the plan’s maximum coverage. UniKeep may, at its discretion, replace or repair an item rather than provide cash compensation. No claim will exceed the applicable protection limit.
Protection does not cover prohibited items, damage resulting from inadequate packaging, undeclared fragile items, ordinary wear and tear, pre-existing damage, or loss/damage arising from events outside UniKeep’s reasonable control.
Where a Customer does not select an upgraded protection plan, coverage defaults to UniKeep Protection Basic, capped at R1,500 per booking in aggregate. This cap applies regardless of the number, type or declared value of items stored.
Customers storing electronics or other high-value items as required under Section 4 acknowledge that Basic coverage may not reflect the full replacement value of those items unless an upgraded plan (Standard or Premium) is purchased, and accept any shortfall between actual value and the applicable cap as their own risk by signing this agreement.
7. STORAGE FACILITY & EVENTS OUTSIDE UNIKEEP’S CONTROL
Storage is provided at a third-party facility. Customers do not have unrestricted access to the facility or storage areas. UniKeep may not be held responsible for loss or damage caused by fire, flood, storm, natural disaster, civil unrest, or other events outside UniKeep’s reasonable control, subject to applicable law. UniKeep does not own or operate the storage facility.
Customers may not independently access, remove or retrieve stored belongings. Retrieval requests during the storage period are subject to availability and additional charges.
8. PAYMENT, RETURN DELIVERY, PRIORITY DELIVERY & DELIVERY DELAYS
All outstanding fees must be paid before a Customer may book their return delivery. Return deliveries are conducted in scheduled batches. Customers must select an available return-delivery date once the return schedule is released. UniKeep does not guarantee immediate delivery when a Customer returns to Johannesburg or to their residence.
Customers requiring delivery outside the scheduled batch may request UniKeep Priority Delivery, subject to availability and the applicable fee. Priority Delivery may involve a dedicated trip, an earlier delivery date or same-day delivery where operationally possible.
A Customer who fails to collect their belongings by the applicable collection deadline may incur an R99 per day storage/holding fee, subject to the terms communicated by UniKeep and the cap described in Section 9.
If UniKeep fails to deliver within the scheduled delivery window due to circumstances within UniKeep’s reasonable control, UniKeep’s sole liability is limited to: (a) rescheduling delivery within the next available delivery run at no additional charge, and (b) at UniKeep’s discretion, a service credit of up to R100 toward a future booking. UniKeep is not liable for any consequential loss, including but not limited to missed classes, travel, accommodation or other arrangements arising from a delayed delivery.
9. EARLY RETRIEVAL & UNCOLLECTED / ABANDONED ITEMS
Requests for belongings before the scheduled return-delivery period are subject to availability and additional transport/handling charges. The storage facility may be closed during the festive season, during which retrieval may not be possible.
Items will be considered abandoned 30 days after the communicated return date. Communicated return dates differ by institution (e.g. UJ and Wits collection schedules may not align) and will be confirmed with each Customer at booking. During this 30-day period, UniKeep will make and record no fewer than three contact attempts, across telephone call, WhatsApp message and electronic mail, using the contact details provided by the Customer. The R99 per day holding fee under Section 8 does not accrue beyond this 30-day period; after 30 days, items are dealt with under this Section instead.
After the applicable abandonment period, UniKeep may treat the belongings as abandoned and may sell, dispose of or otherwise deal with them to recover outstanding costs, subject to applicable law.
10. CANCELLATION, REFUNDS & CLAIMS
Customers may cancel before collection without a cancellation fee. Where belongings have already been collected or transported, the Customer may be responsible for reasonable transport and related costs associated with returning the belongings.
If UniKeep cancels a booking due to circumstances within UniKeep’s control, amounts paid will be refunded as applicable. Where cancellation or service interruption results from circumstances outside UniKeep’s reasonable control, UniKeep will communicate with the Customer and resume service as soon as reasonably possible.
Any claim for damage or loss must be reported to UniKeep in writing within 7 days of delivery, or immediately at the point of handover if the defect or loss is visible at that time. Claims reported after this period will not be considered.
11. COLLECTION WINDOWS, AUTHORITY & DELIVERY
UniKeep operates within scheduled collection and delivery windows and may experience delays caused by traffic, customers, residences, vehicle issues or other operational circumstances. Customers must ensure that they or an authorised person are available to hand over or receive belongings. An authorised person may sign on the Customer’s behalf and may be required to provide identification.
UniKeep may photograph or record identification and delivery/collection information for security and verification purposes.
12. COMMUNICATION, LIABILITY & GENERAL TERMS
Important notices may be sent by WhatsApp, email, telephone or other contact details supplied by the Customer. Customers are responsible for informing UniKeep of changes to their contact information. Written communication, including WhatsApp communication, may be used as a record of instructions, approvals and notices.
UniKeep reserves the right to refuse or discontinue service where reasonably necessary for safety, operational, legal or business reasons. Nothing in these Terms excludes any legal rights or obligations that cannot lawfully be excluded under South African law.
Any complaint should first be submitted to UniKeep via WhatsApp or email so that it can be investigated and resolved.
13. OVERALL LIABILITY
UniKeep’s total liability to the Customer under this agreement, whether arising in contract, delict or otherwise, shall not exceed the greater of (a) the applicable UniKeep Protection plan limit under Section 6, or (b) the total fees paid by the Customer for the relevant booking. UniKeep is not liable for indirect, special or consequential loss of any kind.
14. INDEMNIFICATION
The Customer indemnifies and holds UniKeep harmless against any loss, claim, damage or liability arising from the Customer’s breach of these Terms, including but not limited to misdeclaration of items, storage of prohibited or restricted items, or provision of inaccurate or incomplete information.
15. GOVERNING LAW
This agreement is governed by the laws of the Republic of South Africa. The parties submit to the non-exclusive jurisdiction of the South African courts.
16. SEVERABILITY
If any provision of this agreement is found to be invalid, unlawful or unenforceable, that provision will be severed and the remaining provisions will continue in full force and effect.
17. PROTECTION OF PERSONAL INFORMATION (POPIA)
UniKeep collects and processes personal information (including contact details, identification information, and photographs of belongings) solely for the purposes of providing storage and delivery services, verification and dispute resolution, in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA). Information will not be shared with third parties except where necessary to deliver the service (for example, the storage facility or transport provider) or where required by law. Customers may request access to, correction of, or deletion of their personal information held by UniKeep, subject to UniKeep’s reasonable record-keeping obligations.