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Terms and Conditions

 

These Conditions apply to any person ("Customer", "you", "your") who books luggage storage services ("Storage") from a participating provider ("Station") through the WhaleLO website located at whalelo.net or related applications ("Platform").

Storage services are provided directly by independent Stations. A storage agreement is formed between the Customer and the selected Station once a booking is confirmed.

The Platform is operated by WhaleLO LLC (WhaleLO Limited Liability Company), a limited liability company formed in the State of Wyoming, United States, with its registered office at 30 N Gould St Ste R, Sheridan, WY 82801, USA (“WhaleLO”). WhaleLO’s affiliate in Vietnam, Hoang Vu Quan Company Limited (trading as WhaleLO Vietnam; enterprise code 0108256310; Số 37, Ngõ 35 Phố An Dương, Phường Hồng Hà, Hà Nội, Vietnam), will become the contracting party for Bookings at Stations located in Vietnam from the date published on the Platform, under the Vietnamese-language Customer Terms. Until that date, WhaleLO LLC is the contracting party for all Bookings.

1. Our Role

1.1 WhaleLO operates an online marketplace platform that enables Customers to find and book luggage storage services offered by independent providers (“Stations”).

1.2 WhaleLO acts solely as a technology intermediary connecting Customers with independent Stations.

1.3 WhaleLO does not provide luggage storage services and does not own, operate, or manage any storage facilities.

1.4 Each Station authorises WhaleLO to act as its commercial agent solely for the purpose of facilitating bookings and collecting payments from Customers on behalf of the Station.

1.5 The identity and location of the Station providing the storage service will be specified in the booking confirmation.

2. Booking Process

2.1 Customers may book Storage by providing the required information on the Platform.

2.2 WhaleLO may automatically create a Customer account associated with the email address used for the booking in order to allow Customers to track their bookings.

2.3 Customers must provide accurate booking information including:

  • drop-off date and time

  • pick-up date and time

  • number of items

  • contact information.

2.4 Payment for Storage must be made through the Platform.

2.5 Payments made outside the Platform are not covered by WhaleLO Protection (see Condition 6).

2.6 Customers are responsible for ensuring that their luggage complies with all applicable laws and these Terms. Customers remain fully responsible for the contents of their luggage at all times.

3. Storage Services

3.1 Storage services are provided by Stations using designated luggage storage areas within their premises.

3.2 Storage areas may be monitored by staff and may be covered by CCTV surveillance in accordance with WhaleLO operational standards.

3.3 Customers must present their booking confirmation when dropping off and collecting luggage.
Customers may be required to provide a booking verification code or PIN when dropping off luggage in order to confirm the booking.

3.4 Stations may request identification to verify ownership of luggage.

3.5 Customers should not store valuables, important travel documents, fragile items, or items of significant financial or personal value. If a Customer chooses to store such items, the Customer does so entirely at their own risk. Neither WhaleLO nor the Station shall be liable for loss or damage to such items except to the
extent required by applicable law.

3.6 Stations may request that Customers open their luggage for inspection if reasonably necessary to verify compliance with safety requirements or prohibited items policies.
If a Customer refuses such inspection, the Station may refuse to accept the luggage for storage.

3.7 If a Customer fails to collect luggage within the agreed pickup time, the Station or WhaleLO may attempt to contact the Customer using the contact information provided.
If the luggage remains uncollected for thirty (30) days after the scheduled pickup date and the Customer has not responded or arranged collection, WhaleLO or the Station may dispose of the luggage or its contents without further liability. WhaleLO or the Station may deduct reasonable storage, handling, or disposal costs where applicable.

3.8 Customers are responsible for arriving within the operating hours specified for the selected Station. If a Customer arrives outside the Station’s operating hours, the Station may refuse to accept or release luggage.

3.9 Luggage storage bookings are valid for the calendar day selected during booking. Customers may drop off and collect luggage at any time within the operating hours of the selected Station. For Stations operating twenty-four (24) hours per day, bookings are valid between 00:00 and 23:59 on the booked date. If luggage is collected after 23:59 of the booked date, the Customer must make an additional booking for the following day through the WhaleLO Platform.

4. Prohibited Items

Customers must not store any of the following items:

  • explosives or flammable materials

  • hazardous chemicals

  • firearms, weapons or ammunition

  • illegal drugs or controlled substances

  • stolen goods

  • radioactive materials

  • biological materials

  • perishable or contaminated items

  • cash or negotiable instruments

  • jewelry or precious valuables

  • high-value electronics or fragile items

  • items that are illegal under the laws of the jurisdiction where the Station operates

Stations may refuse storage of any luggage that appears to contain prohibited items.

Customers remain responsible for any consequences arising from prohibited items stored in luggage.

5. Booking Changes and Cancellations

5.1 Bookings are generally non-refundable once confirmed, as the payment secures the reserved storage capacity at the selected Station.

5.2 Customers may request a change of booking date or location within the WhaleLO network for up to 60 days from the original booking date, subject to availability.

5.3 If a Station cannot provide the booked service (for example if the Station is closed or otherwise unavailable), WhaleLO will use reasonable efforts to arrange a suitable alternative Station promptly and at no additional cost to the Customer. If the Customer does not accept the alternative offered, WhaleLO will refund 100% of the amount paid for the affected Booking.

5.4 Complaints or refund requests should be submitted within 7 days after the scheduled pickup time.

6. WhaleLO Protection

6.1 Every Booking made and paid through the Platform includes WhaleLO Protection: a commitment by WhaleLO to compensate the Customer for loss of, or damage to, stored luggage, on the terms set out in this Condition 6.

6.2 WhaleLO Protection is a contractual commitment given by WhaleLO and forms part of every Booking. It is included in the Booking price, is not sold separately, and no separate charge is made for it. WhaleLO is the party answerable to the Customer under this Condition 6.

6.3 The maximum amount payable under WhaleLO Protection is the limit published on the Platform, which will not be less than USD 1,500 per bag. Where WhaleLO increases the limit, the increase applies from publication. Where WhaleLO reduces it, the reduction applies only to Bookings made thirty (30) days or more after the change is published.

6.4 WhaleLO Protection applies only to Bookings made and paid through the Platform. Storage paid for outside the Platform is not covered.

6.5 WhaleLO Protection does not cover items that Customers are asked not to store under Condition 3.5, or items listed as prohibited under Condition 4 — including cash or negotiable instruments, jewelry or precious valuables, high-value electronics, fragile items, and travel or identity documents. Where such an item is lost or damaged, that item is not compensated; other items in the same bag remain covered.

6.6 Compensation is assessed against the extent of the damage and the value the Customer can demonstrate. WhaleLO may ask for proof of ownership and value, and for the circumstances of the loss or damage, before making any payment.

6.7 Claims must be reported within 24 hours of collection for physical damage, and within 7 days of the scheduled pickup time for other complaints.

6.8 Customers should check their luggage at the Station before leaving the premises, and are encouraged to take a time-stamped photograph or video of the luggage at the moment of collection. Where a claim for physical damage is made, WhaleLO will assess it against that record together with the Station’s own records. A claim reported without any such record may take longer to assess.

7. Liability

7.1 Stations are responsible for the safekeeping of luggage stored at their premises.

7.2 WhaleLO does not itself store luggage. The Station is the party that holds the luggage and is responsible for keeping it safe. WhaleLO’s own responsibility to the Customer is limited to WhaleLO Protection as set out in Condition 6, which is a direct commitment given by WhaleLO.

7.3 WhaleLO shall not be liable for indirect or consequential losses arising from use of the Platform.

7.4 Nothing in these Terms excludes liability where such exclusion is prohibited by law.

8. Fraudulent or Suspicious Bookings

WhaleLO reserves the right to suspend, cancel, or investigate any booking that appears fraudulent, abusive, or intended to misuse the Platform.

This includes but is not limited to:

  • attempts to obtain Station information without genuine intent to use the service

  • repeated bookings followed by cancellation or non-use

  • misuse of payment systems or chargeback abuse

  • any activity that may harm Stations, Customers, or the WhaleLO Platform.

WhaleLO may cancel such bookings without liability and may restrict access to the Platform where necessary.

9. Governing Law

These Terms are governed by the laws of the State of Wyoming, United States, without regard to its conflict of law rules. This does not deprive a Customer of the protection of any mandatory consumer law of the country in which the Customer resides. Bookings at Stations located in Vietnam are governed by Vietnamese law under the Vietnamese-language Customer Terms from the date published on the Platform.

10. Platform Availability

WhaleLO makes reasonable efforts to ensure the availability of the Platform but does not guarantee uninterrupted or error-free access.

WhaleLO shall not be liable for temporary service interruptions caused by maintenance, technical issues, infrastructure failures, or third-party service providers.

11. Changes to these Terms

WhaleLO may update these Terms from time to time. The version published on the Platform at the time a Booking is made is the version that applies to that Booking. Where a change is material, WhaleLO will make the updated version available on the Platform before it takes effect. Continued use of the Platform after that date means the updated Terms apply to Bookings made from then on.