Refund & Dispute Policy
1. In-Store Purchases & Merchandise
- Change-of-Mind Returns: Please note that we do not offer refunds or exchanges for change-of-mind returns on items purchased in-store.
- Defective Goods: In accordance with UK consumer rights, if an item purchased from us is faulty or defective, you are entitled to a full refund or replacement, provided you notify us and return the item within 30 days of the purchase date.
2. Vacating Your Unit & Deposit Refunds
- Notice Period: We require one month's written notice prior to vacating your unit. Your final move-out date will be exactly one month from the date your notice is received. You will only be charged pro-rata for the remaining days of that final month.
- Deposit Returns: Any security deposits held by the facility will be refunded to your account within 14 to 21 days of your successful move-out, subject to the condition of the unit.
3. Billing Disputes & Damaged Goods
- Billing Errors: If you believe you have been overcharged or that an incorrect payment has been debited, you must contact the facility management in writing within 30 days of the transaction date so we can investigate and resolve the matter.
- Damaged or Lost Goods: In the unlikely event that any of your stored goods are damaged or lost, you must notify the facility management immediately.
4. Fees and Liabilities
- Damages to Premises: Customers are liable for any damage caused to the storage unit or the wider facility premises. Repair costs may be billed directly to you.
- Left-Behind Goods & Disposal: Please ensure your unit is completely empty at the end of your notice period. The facility reserves the right to charge disposal fees for any goods or waste left inside the unit or anywhere on the premises after your move-out date
Cancellation and Termination Policy
1. Cancelling Before Your Move-In Date
- Advance Bookings: If you book your storage unit 30 days or more in advance of your start date, you may cancel your booking up to 14 days before your scheduled move-in date (subject to any applicable administration fees).
2. Your Statutory Right to Cancel (Online Bookings)
- If you sign your storage agreement online or over the phone, you have a statutory 14-day cooling-off period under UK consumer law.
- If you choose to move into your unit immediately during this 14-day period, you can still cancel, but you will be charged a pro-rata rate for the exact number of days the unit was used, plus any applicable administration fees.
3. Ending Your Storage Agreement (Notice to Vacate)
- Once your storage term has begun, we require a minimum of one month’s written notice before you vacate the unit.
- You will be responsible for storage fees during this notice period. Your unit must be left clean and empty by the final day of your notice.
4. Extending Your Stay
- Extending Your Stay: If you change your mind after giving notice and wish to extend your storage period, please contact us as soon as possible. Extensions are subject to unit availability and are not guaranteed.