1. GENERAL:

• What's the difference between MyMerak and Merak?

MyMerak is an online platform which you can use to manage your archive (both physically and/or digital) by yourself. We recommend you to use our e-commerce website for volumes smaller than 84 meters. This corresponds to approximately 250 boxes or around 1000 folders. If you wish to do so we can always consider for you which Merak services would suite you the best.

• Which browser(s) can you use to visit MyMerak?

MyMerak is optimized for Internet Explorer 9 and more recent versions, Google Chrome 39 and more recent versions, Mozilla Firefox 33 and more recent versions and Apple Safari 7 and more recent versions. It's also compatible with several browsers for your smartphone or tablet. The following devices are being supported: iPhone 4S and more recent versions, iPad 2 and more recent versions with iOS 7.1, 8 and 8.1. Android versions 4, 5 and more recent versions are compatible with tablets as well as smartphones. If ever MyMerak would not function correctly, we request you to first try another browser. Please keep in mind that the colors of the articles displayed on the screen can possibly be influenced by your monitor settings.

• How to become a MyMerak customer?

By clicking here you can register for MyMerak.

• How does Merak handle my privacy / are my data being handled safely?

All data you put on our website is being treated as strictly confidential.Your data will only be used and saved to carry out the services. If you are registered for the mailing, for sending newsletters and advertisements. Your data will never be passed on to third parties.

• How to make changes to my profile?

After signing in you go to the "Profile" sheet and click on "Edit" to make your changes. Once all changes have been made all that's left for you to do is to click on "Edit profile" to confirm.

• How to unsubscribe from the Email newsletter and/or the commercial Emails?

After signing in you go to the "Profile" sheet and click on "Edit". At the bottom you need to check off the options "Merak Update" and/or commercial Emails. Once all changes have been made all that's left for you to do is to click on "Edit profile" to confirm.

• How to give authorization to someone else to place an order for you on your account?

After signing in you go to the "Contributors" sheet. Here you can assign all rights to the person you want to give authorization to place orders.

• How can a contributor look up an archive on my account?

You can add contributors by clicking on the sheet "Contributors". You can assign specific rights to every contributor.

• Can I let anyone else manage my account?

Yes, after signing in you go to the sheet "Contributors". Here you can add the person you wish to assign as a manager. This person can add rights for reading, writing or ordering and he can also add or delete contributors. Keep in mind: there can only be added one extra manager.

• I forgot my password, what do I do?

Click on "forgot password" on the sign-in page. Fill in your email address and you'll receive a mail with the instructions and a link to reset your password. Enter a new password and confirm it. Now you can sign in with your new password.

• How can I pay at MyMerak?

At MyMerak you can pay in two different ways. You can pay online by card/creditcard or you can pay by bank transfer.

• Is it safe to pay online?

Yes! We cooperate with OGONE for all our online payments by which we can guarantee that your payment is kept safe and secure. Your personal data, as well as your credit card information are secured by using a secured internet connection (Secure Scoket Layer).

• Do different payment methods come with extra costs?

No extra costs are charged for online payments at MyMerak.

• Will my order be processed immediately if I choose to pay by bank transfer?

Your order will be processed immediately and will be carried out at the requested date regardless of whether we've already received your payment or not.

• How can I be sure that my order has been accepted?

As soon as your order has arrived at Merak you'll receive a confirmation by mail that contains all your order information.

• I've placed an order but I didn't receive any confirmation. How is that possible?

It's possible that our mail landed in your spam folder. If that's not the case please contact us at 015/28.40.60.

• How do I receive my invoice?

You can consult your invoice in your account under the "Orders" sheet. You can also choose to download and print it for your own administration.

• When can I call the MyMerak contact center?

Every weekday from 8u30 untill 17u at the following number: 015/28.40.60.

• Can I cancel an order?

Yes, you always need to confirm your cancellation by email. Please read our general conditions for more information.

• Can I place an extra order during the year?

Yes, you can place an extra order at any moment. Your order will be processed and you will receive an invoice which will be aligned with the renewal date of your original invoicing.

2. MERAK ARCHIVING:

• When will my archive be available on the online app after it being picked up by the driver?

Within 24 hours after your archive has been picked up.

• What to do when my storage is running out?

A few days before the contract ends Merak will send an email as a reminder to the manager of the account. Here you'll find instructions of what to do.

• When does Merak begin to store my archive and for how long does it count?

Merak starts storing your archive two weeks after we've received your payment. This is a one year term.

• Do I need to wrap my archive beforehand?

No, this isn't necessary. Our Merak employee brings his own Merak boxes and he will wrap the documents. Following that he will follow your instructions about the inventorisation of your archive.

• Where is my archive being stored?

Your archive will be divided over different Merak locations in all of Belgium. This way we reduce the risks of losing everything when something would go wrong.

• Can I use my own boxes to store my documents?

Yes, of course. Our Merak employee will check the quality of these boxes for transport and for storage. If these boxes can't be approved, our employee will use the Merak boxes.

• Do I have to get a subscription for Merak SafeCloud when I would like to digitalize my archive?

No, 2 GB of storage space is included in the Merak Archive subscription. You can use this space.

• How can I put an end to the storage of my archive?

You can do this by:
a) asking Merak to destroy your archive,
b) asking Merak to bring your archive back to you,
c) picking up your archive yourself at Merak

• For how long do I have to store my documents?

Each type of document has a different retention period.Here you can find all legal retention periods.

3. MERAK GOODS STORAGE:

3.1 STORAGE

• Is a period of notice imposed?

No. You can cancel your Storage at any time.

• How long can i store my property?

The storage period is unlimited. You can therefore entrust us the conservation of your goods for an unlimited duration.

• How to terminate my Storage?

Your Storage automatically ends when you have requested the return of all your property. This operation will only take a few minutes via our online application.

• From when does my contract come into force?

Your Storage starts as soon as Merak has removed your property from your place.

• How can i extend my contract?

Your Storage is extended automatically until you request the return of your property.

3.2 ORDER

• May i cancel my reservation ?

Yes, the cancellation of your order must always be confirmed by e-mail. Please read our terms and conditions.

• How do i know if my confirmation has been accepted?

We will send you a confirmation e-mail and our services will contact you by telephone to set the practical details.

• I placed an order, but i didn't received a confirmation email. what should i do ?

An error may have occurred. You can call us during office hours from 08:30 to 17:00 at 015/28 40 60. You can also send an e-mail to info@merak.be.

• Will i receive an invoice?

Yes, it will be sent to you directly after your order. You can also view your bills in your profile on the online application.

• I ordered several Boxes, but by filling them, I see that I surestimated my volume. What happens with the empty Box or Boxes? Do I pay them?

No, we will reimburse you for the transport and storage of unused Boxes (if you have already paid for them), or credit them with your bill (if you have not paid them yet).

If you ordered an XL, 2XL or 3XL Box in combination with one or more Medium or Large Boxes and you did not have to fill all the Boxes, the smallest Boxes will be taken back free of charge. Example:

- 1 XL Box and 2 Medium or Large Boxes: The Medium or Large Box will be taken back free of charge.
- 2 XL Boxes: 1 XL Box will be taken back free of charge.
- 1 2XL Box and 1 Medium or Large Box: the Medium or Large Box will be taken back free of charge.

• I placed an order for one or more Boxes and / or equipment and have been delivered . products are defective or i have changed notices. can i return the items?

Yes, you can return the Box (es) to our collaborator. The rental of the Box (es) will not be charged. You can return the material if you have not used it and you must return it in the same state as that in which it was delivered to you. The returned material will be refunded. The costs incurred for the delivery and removal of the Box (es) and / or the equipment will be invoiced. Any cancellation must be communicated in writing by e-mail.

3.3 PRACTICAL

• Do i have access to my Box when it's in deposit?

Yes. On request, we can deliver your Box.

• Can one of your employees help me load my Box?

You can call our collaborator to help you load and unload your Box. Attention: all goods must be ready on the ground floor.

• How much weight can the Box hold?

Our Boxes have a maximum load capacity of:

Small Box: 400kg
Medium and Large Boxes: 750kg
XL Box: 1000kg
2XL Box: 1500kg
3XL Box: 2000kg

• How many times in advance do i have to book my Box?

We advise you to book your Box 3 days in advance.

• When is my Box delivered?

At the agreed time with you and at the latest in the course of the day you have chosen on the website.

• What types of products are not authorized?

List of prohibited products

• Are my property insured?

Our storage spaces meet the most stringent safety standards. In addition, the majority of insurance contracts cover your property in an external storage space. We advise you to consult your insurance policy. Merak does not provide a supplementary insurance policy. We refer to our global insurance certificate. For more information, please click here.

• How do you guarantee the protection of my property during storage?

Our buildings are equipped with air conditioning and humidity regulators. In addition, they are equipped with fire and crime detectors.

• Can i also purchase moving and packing material if i do not rent a Box?

Yes of course. However, we ask you to pay the invoice before delivery.

• Do i have to be present for the delivery of the Box?

Your presence is required for delivery and when removing the Box. This allows us to place the Box in the place that suits you, and give you some tips. When it is withdrawn, in order to complete all the formalities required, in particular the control of the loading and the correct closing of the Box.

• How and when can i contact your services?

Monday to Friday during office hours. By phone on 015/28 40 60 or by e-mail at info@merak.be.

• Where can i address my complaints?

Monday to Friday during office hours. By phone on 015/28 40 60 or by e-mail at info@merak.be.

• In how long can i recover the Box(es) i need immediately?

The next day (except Saturday and Sunday)

• What if it is not possible to place a medium or large Box before my office (you do not have any way, you work in a building, your door or entrance gives directly on the street ...)?

In consultation with our staff, the Box can be delivered on a trailer with license plate. In this way, the trailer can be parked. This does not apply for XL, 2XL and 3XL Boxes. If you live in a street where parking is paying or in a blue zone, you must pay the parking ticket or place the disk. All fees (fines) will be your responsibility. Some cities or towns also offer the possibility of placing containers in the street. You must submit a request in advance to your city or town. City officials will provide you with the regulations and any approval.

3.4 COMMUNICATION

• Why do we use the Box@Home logo for Merak goods storage?

Box@Home is a sister company of Merak. It uses the same strict standards for the storage of goods such as Merak. At Merak goods storage, the entire process of your order, from the execution to the invoicing, is fully monitored by Merak NV and also complies with all stated ISO standards. The Box@Home logo is also mentioned for marketing and communication purposes.

4. MERAK SAFECLOUD:

• What is Safe Cloud?

You can save your digital files on our online server through Cloud. You or your authorized representative can consult these documents through the internet at any given moment. My Merak Safe Cloud works with a private cloud which is located in Belgium. This means that the infrastructure is being used exclusively by Mymerak Safe Cloud. Your data are always being kept in Belgium. Merak has earned the ISO27001-certificate. This is a standard which guarantees the security of information. This ISO is audited every year.

• What can I save with 1GB of storage space?

With 1GB you can save around 770.000 pages of plane text in Word. (The exact volume always depends on the layout, added charts,...) You can save around 900 regular sized pictures.