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Collect Storage
Collect Storage

Terms & conditions

Version 1.0 · 13 July 2026

These terms explain how we store your belongings and how our cancellations and refunds work. When you book, you also sign a Storage Licence Agreement — a cover sheet with your details, your price and your storage start date, together with the conditions set out below. This page is the plain-English version of those conditions; the signed agreement is what applies to your storage.

In these terms, “we”, “us” and “our” mean My Storage Group Ltd (company number 16390299), trading as Collect Storage. “You” means the customer named on the agreement. “Goods” means anything you store with us. “Unit” means the storage space we allocate to your belongings. See also our privacy policy and cookie policy.

1. What this agreement is

This is a licence to store your goods. It is not a tenancy or lease, it does not make us your landlord, and it does not give you exclusive possession of the unit. We keep overall control of our facilities and the unit. We are not a bailee or warehouse keeper of your goods: we do not inspect them and are not treated as knowing what is stored. You confirm the goods are yours (or that the owner has allowed you to store them on these terms), and you’ll cover us for any claim by someone else who says they own them.

2. Payment

You pay your deposit and first storage fee when you sign up, and each further fee in advance on its due date. The amounts are set out in your agreement.

  • If a payment is late, we may charge the late-payment fee set out in your agreement and withdraw any discount or promotional rate from that date.
  • We may increase your storage fee by giving you at least 28 days’ written notice. You can end the agreement without charge before the increase takes effect.
  • Your deposit is refunded, without interest, within 14 days of the agreement ending, less anything you owe or any cost of cleaning or repairs.

3. If you don’t pay

We’d always rather sort out a missed payment with you. But if money owed stays unpaid, the law lets us take steps to recover it:

  • We may withhold your goods and add our own lock to the unit until the debt is cleared. Storage fees keep building up during this time.
  • If the debt is still unpaid 30 days after its due date, we may move your goods to another unit or facility at your reasonable cost.
  • Before selling or disposing of any goods, we’ll write to you at the contact details in your agreement, telling you what’s owed and giving you at least 14 days to pay.
  • If you still don’t pay, we may sell the goods for a fair market price. We take our reasonable recovery and sale costs and the debt from the proceeds; anything left over is held for you, and any shortfall is still payable by you.
  • Goods that can’t reasonably be sold, and anything likely to hold personal data (documents, photos, electronic devices), are securely destroyed rather than sold.

4. Getting to your belongings

We run a collection-and-return service: we collect your goods, store them securely, and bring them back when you ask — access is by arrangement, booked in advance, not a drive-up facility. While your account is up to date, you can arrange to add to, take back or check your goods as set out in your agreement. Only you and people you authorise in writing may do so, and we may ask for proof of identity. We may need to enter a unit ourselves — with at least 7 days’ notice for inspection or repairs, or without notice in an emergency or where the law requires it — and we’ll re-secure it afterwards.

5. What you must not store

To keep everyone’s belongings and our sites safe, you must not store (or let anyone else store) any of the following:

  • food or perishable items unless sealed against vermin; plants or any living creatures;
  • flammable, explosive, oxidising or compressed materials, liquids or gases — including paint, petrol, oil, solvents and gas cylinders (fuel tanks must be drained first);
  • firearms, ammunition, explosives or weapons of any kind;
  • chemicals, radioactive material, biological agents, asbestos, toxic waste, or anything giving off fumes or odours;
  • illegal or illegally obtained items, counterfeit goods, illicit tobacco or alcohol, or unlicensed medicines;
  • cash, currency, bullion, deeds, bonds or securities;
  • jewellery, watches, precious stones, fine art, antiques or furs, unless we’ve agreed it in writing in advance;
  • loose lithium batteries rated above 160Wh, power banks or portable chargers; more than five battery-powered vehicles such as e-bikes or e-scooters (and only with batteries removed); more than ten laptops, tablets or similar devices with built-in batteries. Anything with a built-in battery must be undamaged and stored with air around it;
  • waste of any kind, tyres, or items whose value is purely sentimental and can’t be assessed financially.

If we find prohibited items we’ll ask you to remove them promptly. If you don’t, or if they’re dangerous or perishable, we may dispose of them at your reasonable cost, and you’re responsible for any loss we suffer as a result.

6. Your responsibilities

  • Keep any unit you hold locked with a single suitable padlock when unattended, keep it clean, and tell us straight away about any damage or defect. Fridges and washing machines must be drained, dried and left ajar; machinery must be drained of fuel and oil.
  • Don’t use a unit as living or office space, or as a mailing or business address, and don’t run equipment or utilities in it without our written consent.
  • You’re responsible for deciding whether the space is suitable for your goods — sizes are approximate.
  • Tell us in writing within 48 hours if your contact details (or your alternate contact’s) change.

7. Moving your belongings

We may need to move your goods to another space of at least the same size, on 14 days’ written notice (or without notice in an emergency). If the move is our choice, we’ll cover your reasonable, pre-agreed costs. If you’d rather not move, you can end the agreement instead.

8. Risk, insurance and our liability

Your goods are stored at your own risk. Except where loss or damage is caused by our negligence or breach of these terms, we’re not liable for theft, loss, damage or deterioration. Where we are liable, our liability is limited to the amount set out in your agreement, unless you’ve taken our Protection Plan. Nothing here limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that can’t lawfully be excluded.

Contents cover is not included. Unless you take our Protection Plan, it’s a condition of storing with us that you insure your goods for their full replacement value throughout, and show us evidence if we ask. Keep the value of what you store within the value declared in your agreement. We don’t give insurance advice, and seeing your documents isn’t us approving your cover.

Protection Plan (optional)

If you choose and pay for our Protection Plan, we accept liability for loss or damage to your goods caused by things like fire, lightning, explosion, storm, flood, escape of water, impact, riot, malicious damage, and theft involving forced entry — up to the declared replacement value and the limits set out in your agreement. Higher-value items may need to be listed individually to be covered, claims must be supported by evidence (and a police reference for theft), and if your goods are worth more than the value you declared, any payment is reduced proportionately.

We’re not liable for indirect loss, lost profit or business, or sentimental value, nor for delays or failures caused by events beyond our reasonable control (such as fire, flood, power failure, industrial action or extreme weather).

9. Your liability to us

You’ll cover us for losses, claims, damage, costs and reasonable legal fees that arise from your use of our service, your goods, a breach of these terms by you or anyone you authorise, or our reasonable enforcement of them. You must follow all laws that apply to your goods and their storage.

10. Cancelling and ending your agreement

Cancelling a reservation (before we start)

You can cancel or change a reservation any time before your start date — by phone, email or in person — without charge.

Your 14-day cooling-off right

If you signed up online or by phone without visiting us, you have a legal right to cancel within 14 days of us accepting your booking. If storage has already started at your request, we’ll refund what you’ve paid less a fair charge for the days actually used, once your goods are back with you. To cancel, contact us with your name and agreement date — a model cancellation form is available on request.

Ending storage after that

Give us the written notice set out in your agreement (14 days unless we’ve told you otherwise). Your agreement ends once your goods and any padlock are removed and we’ve confirmed your move-out — please keep our confirmation. If you’ve paid beyond your leaving date, we’ll refund the unused balance within 14 days. Either of us can end the agreement immediately for a serious breach that isn’t put right within 14 days.

11. Refunds

  • Refunds go back to your original payment method (or by bank transfer if that’s not possible), normally within 14 days. We don’t make cash refunds.
  • Your deposit is returned within 14 days of the agreement ending, less any unpaid sums or the cost of cleaning or damage, which we’ll itemise.
  • Unused packing materials in resaleable condition can be returned within 14 days of purchase, with proof of purchase, for a full refund. For online orders, your statutory cancellation rights apply too.

12. Changes, notices and disputes

We may change these conditions on at least 28 days’ written notice; you can end the agreement without charge before a change takes effect, and continuing to store after that means you accept it. Notices must be in writing and can be sent by hand, post or email to the addresses in your agreement. Before going to court (other than urgent matters), we both agree to try to resolve any dispute through independent mediation. These terms are governed by the law of England and Wales, and its courts have jurisdiction.

13. Contact and complaints

If anything about a cancellation, refund or your storage goes wrong, contact us at [email protected] and we’ll do our best to put it right.

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