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Protection Plans

This is an extension of the MakeSpace Terms of Service. This document outlines the Protection Plans available to MakeSpace customers. If you signed up for MakeSpace prior to the introduction of these plans, you are covered under the same terms applicable when you accepted the Terms and Conditions (or if you negotiated different terms). MakeSpace 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 in transit is to properly pack them for transit and storage.

MakeSpace currently offers three levels of protection against items being damaged. You must select your Protection Plan before your first appointment starts; after that point, you will not be able to upgrade your plan to one that offers more protection. The three levels are Basic, Silver, and Gold, as defined below.

ELIGIBLE ITEMS

ALL PROTECTION PLANS, OTHER THAN THE MINIMUM (“Basic”), ONLY COVER ELIGIBLE ITEMS. IF YOU ELECT A PLAN OTHER THAN BASIC, IT WILL ONLY APPLY TO ELIGIBLE ITEMS.

For an item to qualify as an Eligible Item, it must meet ALL of the following three criteria:

  1. The Item cannot be a Fragile Item or a Prohibited Item, as defined in the Storage Rules
  2. The Item must be properly packed by you in a green MakeSpace bin, OR packed, wrapped, or padded by MakeSpace
  3. The Item must have been photographed by MakeSpace in its original condition

To be clear, an Item that is packed by owner into a cardboard box is not an Eligible Item.

PROTECTION PLANS

MAKESPACE’S LIABILITY TO YOU WHEN SOMETHING IS LOST OR DAMAGED IS LIMITED BY THE PROTECTION PLAN YOU SELECT. IN NO EVENT SHALL MAKESPACE BE LIABLE FOR ANY DIRECT DAMAGES IN EXCESS OF THE AMOUNT SPECIFIED UNDER YOUR PROTECTION PLAN. REGARDLESS OF YOUR CHOICE OF PROTECTION PLAN, MAKESPACE DISCLAIMS ALL LIABILITY FOR CERTAIN DAMAGES, DEFECTS, OR OTHER CLAIMS RELATED TO FRAGILE, SPECIAL, AND VALUABLE ITEMS, AS DEFINED IN THE STORAGE RULES.

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 Protection: 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 Protection: 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.

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, MakeSpace 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 MakeSpace 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. We strongly recommend that you purchase insurance from a third party to directly cover your items with MakeSpace, as far greater limits are 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 MakeSpace. If you pay for MakeSpace 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, MakeSpace has a claims process. To initiate this process, please contact Customer Support.

In the case of a damaged item, MakeSpace will work with you (and you have to help MakeSpace) 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 MakeSpace 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, MakeSpace 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 if Your Stuff was shipped rather than locally delivered, 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 MakeSpace at any time. Your failure to pay any fees or your initiation of a chargeback process will be considered by MakeSpace 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”).