Politique de remboursement.

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 the reserved vehicle slot. We charge this to the card you saved when booking, and email you a receipt. 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.

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 is recorded as a missed pickup. A fee of €25 applies, charged to the card you saved when booking. We will contact you within 1 hour to rearrange.

The fee is charged once per missed visit, whether or not you rebook. It covers the reserved slot and the journey, neither of which we can recover.

We will not charge it if the visit failed through our fault: if we arrived outside the agreed window, at the wrong address, or cancelled ourselves.

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
    📞 +352 621 460 722