Limited Security Warranty Policy
Revised as of Mar 26, 2025
Capitalized terms not defined in this Limited Security Warranty Policy have the meaning given to them in Flex’s Terms of Use (the “Agreement”), which are incorporated herein by reference.
Subject to the terms, limitations, exclusions, and conditions of this Limited Security Warranty Policy and the Agreement, and solely to the extent covered by Flex’s insurance policy, Flex will reimburse you for:
(i.) Loss of or damage to your properly packed User Items that have been tampered with, lost or stolen while in Flex’s possession, up to a total maximum of US $0.60 per pound in aggregate per User (the “Limited Security Warranty”); (ii.) damage to your vehicle, up to a total maximum of US $1,500 in aggregate per User; (iii.) damage to your building caused by Flex’s gross negligence or willful misconduct, up to a total maximum of US $1,000 in aggregate per User; and/or (iv.) damage to your personal effects caused by Flex’s gross negligence or willful misconduct, up to a total maximum of US $0.60 per pound in aggregate per User. In order to be eligible for reimbursement under (i.) – (iv.), you must timely notify Flex of any applicable damage up to, but no later than, seven (7) days after receiving Flex services.
Under no circumstances shall Flex have any liability nor responsibility to reimburse you for any damages to any User Items that Flex has not individually and specifically inspected, packed, sealed, and photographed, including without limitation any items inside or in some way obscured by other items or packaging, such as User-packed items. Any such items are explicitly excluded from both supplemental Protection Plan coverage and $0.60 per pound per item baseline coverage. Flex may, in its sole discretion, decrease or deny reimbursement to the extent that your or a third party’s negligence or willful act contributed to the claimed damage.
Flex shall have the right, in its sole discretion, to inspect and determine the weight, current fair market value, or repair cost of any damage to a Stored Item, household, or personal effects, the value of a lost Stored Item, and whether repairs can be made to any claimed item. You may also purchase additional protection, such that your protection is the greater of the legal minimum price per pound or the amount of additional protection purchased. You may purchase additional protection of either $2,000, $5,000, or $10,000, in each case in aggregate per User. Please visit www.flex.storage (hereafter, the “Website”) or contact us at support@flex.storage (hereafter, the “Support Inbox”) for more details, including current rates for additional protection, and/or to purchase a supplemental Protection Plan. Under no circumstances will a supplemental Protection Plan be added to or upgraded for any User with an active unit rental. You are free later to cancel supplemental Protection Plan coverage at any time. Cancellation or failure to make payments each month means that your protection will revert to the default total maximum of US $0.60 per pound in aggregate per User.
If you purchase additional coverage and then at any point reach your maximum total claim amount, Flex will immediately cancel any later scheduled monthly supplemental Protection Plan payments from you and default your Limited Security Warranty coverage down to a total maximum of US $0.60 per pound in aggregate.
To be eligible for either Limited Security Warranty, you must: (i.) provide to Flex photographs of your User Items immediately prior to storage (to allow us to confirm the pre-packing condition of the User Items); (ii.) promptly examine your Storage Unit and contained User Items when Flex returns your User Items to you, (iii.) immediately notify the Flex representative who return-delivered your User Items in writing of any loss of or damage to your User Items at the time of delivery within seven (7) days of delivery; and (iv.) read and agree to abide by the terms of the Flex Damage Claim Form (subsections (i.) through (iv.) of this paragraph, collectively, the “Warranty Requirements”). The Flex Damage Claim Form for customers upon request from support@flex.storage. This Flex Limited Security Warranty Policy shall not apply to any User Items shipped directly by you or on your behalf to Flex, nor does this Limited Security Warranty Policy apply to any User Items shipped by any third-party shipper Flex did not directly contract to perform services on Flex’s behalf.
Upon receiving notice of lost or damaged User Items, Flex will investigate the cause of loss or damage. If Flex determines, in its sole discretion, that the loss or damage was due to unauthorized tampering with, or improper and unauthorized movement of, your Storage Unit, Flex is released of any and all liability for any damages or losses to the Customer Items held within that Unit. If Flex determines, in its sole discretion, that the loss or damage was due to actions taken by Flex employees, or by Flex’s own third-party contractors, and, if Flex determines, in its sole discretion, that the loss or damage is eligible for compensation under its Terms and Limited Security Warranty Policy, Flex will pay to you (up to the aggregate per-user limit established at the instantiation of your storage contract, at a minimum $0.60 per pound per eligible item baseline coverage, or maximum per-user supplemental Protection Plan coverage cap) either (i.) the cost of repair of the damaged eligible User Items, or (ii.) the current replacement fair market value of the lost or damaged eligible User Items whichever is less. Flex shall be entitled to require proof of the initial purchase price, repair cost, replacement value, and/or fair market value of any damaged, lost, or stolen eligible User Items.
You agree that Flex shall have no liability for any loss of or damage to any User Items if you breach or have breached any provision of the Agreement, or if you fail or have failed to comply with any of the Warranty Requirements above, including without limitation, any failure to have photographs taken of any missing or damaged User Items prior to packing the User Items or failure to notify Flex of any or lost or damaged User Items immediately upon or up to seven (7) days of the delivery of your claimed User Items. The Limited Security Warranty is not insurance and should not be considered a replacement or stand-in for any kind of insurance. We strongly encourage you to purchase insurance for all of your User Items, the cost for which Flex will not be liable.
You agree that Flex shall have no liability for any loss of or damage to any User Items serviced in Do-It-Yourself (DIY) move-in, transportation, or move-out appointments, nor shall Flex have any liability for any loss or damage occurring for an account in which a unit is held at any location that is not a Flex facility for any length of time during which Flex employees or its contractors are not present.
The Limited Security Warranty does not apply to, and Flex shall not under any circumstance be liable for, any damage or loss that falls into the following categories: (i.) loss or damage to the User Items which does not arise as a direct consequence of any breach of this Agreement by Flex or any deliberate or grossly negligent act or omission on the part of Flex or its contractors; (ii.) loss of or damage to Prohibited User Items (as defined in the Agreement); (iii.) loss or damage arising from mold, mildew, non-human animals (either wild or domesticated), rust, tarnish, age, heat, humidity, or any other natural element, (iv.) loss or damage to composite wood items, such as pressboard, particle board or ready-to-assemble furniture; (v.) loss or damage to the internal workings of electronic items; (vi.) missing hardware for items Flex did not disassemble; (vii.) loss or damage to items that were previously damaged or repaired; (viii.) damage to antiques (as defined in the Agreement), with no supplemental Protection Plan coverage afforded to vintage items (as defined in the Agreement); (ix.) loss of or damage to User Items in connection with flooding, fires, and other extreme weather patterns; loss or damage to User Items resulting from terrorism, civil unrest, or war; or any other large-scale human interference outside of Flex’s direct control; labor strikes or other operational blocks; or any other Force Majeure Event (as defined in the Agreement); (x.) financial losses due to third-party fees or charges; (xi.) loss of business, sales, revenue, profits, wages, or anticipated savings; (xii.) loss or damage which was not reasonably foreseeable at the date of entering into this Agreement, regardless as to how such loss or damage was caused; (xiii.) loss or damage due to emotional distress or physical injury, up to and including User dismemberment or death; (xiv.) consequential damages of any character, including, but not limited to, Flex’s response to any statement made about Flex in public forum.
You acknowledge and agree that the Limited Security Warranty Policy set forth herein shall be your sole and exclusive remedy and Flex’s total liability to you in connection with any lost, stolen, or damaged User Items. You hereby indemnify Flex of any damages or losses not explicitly addressed above.