Coverage during storage is excluded by default. Within ten days of booking, the customer selects one of three options. Option one is an existing home contents insurance: the customer uploads the policy document in the customer portal and the customer's own insurer covers the storage. Inbox provides the storage location details so the insurer can assess whether the policy covers it. Option two is coverage through Inbox: the customer chooses a coverage amount from various tiers, with corresponding premium, deductible and maximum coverage. Specific amounts and conditions are stated in the Booking Confirmation. Option three is an indemnification declaration: the customer signs digitally for storage at own risk, valid only after confirmation by customer service. If no choice is made within ten days, the customer automatically falls back on coverage through Inbox at the standard rate.

During every transport — pickup, return or interim trip — the statutory coverage under the General Transport Conditions 2002 (AVC 2002) applies. This coverage is always applicable, regardless of the storage coverage chosen and regardless of whether the customer has own insurance or an indemnification declaration. Conditional on payout: items must be properly packed in accordance with Inbox packing instructions. Compensation is based on market value of comparable age and condition — not new-replacement value. Use damage such as scratches, dents, rust and discolouration is not compensated. Specific payout amounts under the AVC are laid down in the general terms and the Booking Confirmation.

A disclosure obligation applies to items with a value above €500 per piece — independent of the insurance choice. The customer reports these items in advance in writing, so Inbox can assess whether the item can be transported or stored safely, and so the item can be placed separately or given extra protection. If a valuable item is not reported in advance and damage occurs, Inbox's liability is capped at €500 per item — even if the chosen insurance pays out a higher amount. This disclosure obligation works in parallel with the insurance structure and applies to all three storage options. For items above €500 per piece AND a total value above €2,500, disclosure must always be in writing — see the Booking Confirmation for the full disclosure procedure.

Reporting damage runs through a different channel depending on the situation, but two rules always apply. First rule: on delivery the customer inspects items directly. For observable damage, a written reservation is made on the delivery note — without that reservation, items are presumed to have been returned in the same condition as collected, and the right to compensation for visible damage lapses. Second rule: damage due to loss or impairment is reported in time according to the procedure provided at delivery. For customers with their own home contents insurance, the report goes directly through their own insurer, citing the Gouda storage address. For customers with coverage through Inbox or an indemnification declaration, the report runs through customer service. For damage during transport (AVC), the report also runs through customer service. The full procedure, deadlines and required attachments are stated in the Booking Confirmation.