Terms & conditions

Version 1.3 · 28 September 2026

These terms explain how we store your belongings and how our cancellations and refunds work. Booking is not yet a contract. We email you a link to your Storage Licence Agreement: a cover sheet with your details, your price and your storage start date, together with the conditions set out below. The agreement is made when you accept it using that link. This page is the plain-English version of those conditions; the agreement you accepted is what applies to your storage.

In these terms, “we”, “us” and “our” mean My Storage Group Ltd (company number 16390299, VAT registration number GB 523 5860 89), 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

There is no deposit. We send your first invoice once your ID check is done, and your first payment is due by collection day. Each further fee is payable 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.

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. 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, contents cover and our liability

Your goods are stored at your own risk. Except where loss or damage is caused by our negligence or a breach of these terms, we’re not liable for theft, loss, damage or deterioration. Where we are liable and you have not taken our contents cover, our liability is limited to £100 for each event, or the actual value of what was affected if that is lower. That is one limit per event, not one per item. 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 in the storage price. Unless you take ours, it’s a condition of storing with us that you insure your goods for their full replacement value throughout, both in store and while we’re carrying them, and send us a copy of the policy within 30 days of collection. If we haven’t seen it by then, we’ll add our contents cover and charge for it from that date. The value of what you store must never go above the figure you declared when you accepted your agreement. We don’t give insurance advice, and us seeing your documents isn’t us approving your cover.

Contents cover (optional)

If you choose contents cover and pay for it, we accept liability for loss or damage caused by fire, lightning, explosion, earthquake, storm, flood, escape of water, impact, riot, malicious damage, and theft involving forced and violent entry, up to the level you selected, not up to whatever your goods turn out to be worth. We offer levels up to £25,000. An excess of £50 comes off every settlement.

Pick a level that covers everything you have with us at any moment, not just the first load. If your goods are worth more than the level you picked, any payment is reduced by the same proportion. Declare half of what they’re worth and you are paid half of a claim, and that applies to a small claim as much as to a total loss.

Some categories are capped whatever level you pick, and storing more than a cap needs our written permission first:

Jewellery, watches, precious stones, precious metals and stamps: £1,000 for all of them together.
Furs, fine art, perfumery, tobacco, cigars, cigarettes, beer, wine and spirits: £15,000 together.
Electronics, such as TVs, computers, laptops, tablets, phones, cameras and hi-fi: £25,000 together. Heavy electrical plant such as switchgear, turbines and generators doesn’t count as electronics.

When contents cover starts and stops

Cover starts when we drive away with your loaded container, or when we take your goods into our hands where we’re packing or loading for you. It ends when we deliver them back. Your goods aren’t covered while the container stands at your address, and they aren’t covered while you’re handling them yourself. While we’re carrying them, cover is limited to loss or damage caused by a collision, the vehicle overturning, fire, flood, theft involving forced entry to our vehicle, or us dropping the container.

Tell us about a claim in writing within 7 days of finding the problem, with photographs of the damage, of the whole container before it is emptied, and of manufacturer labels on anything electrical, plus a police crime reference number for theft. We settle on whichever of repair, cleaning or replacement costs least.

Contents cover doesn’t pay for goods that simply go missing with no sign of a break-in; mould, mildew or rust, unless water came in from outside your container; damage from damp, heat or cold; moths, insects or vermin, unless they came from outside your container; electrical or mechanical goods failing of themselves; anything on the do-not-store list in section 5; or the extra value something has for being part of a pair or a set.

If the contents cover charge goes unpaid, the cover stops and the £100 limit above applies again from that moment. You can cancel contents cover at any time by telling us in writing while your goods are still with us, as long as you send us your own policy, and we can cancel it on 30 days’ written notice. Either way, anything you have paid in advance for the period afterwards is refunded and your agreement carries on.

Contents cover is our own promise to you under your agreement. It’s not a contract of insurance and it isn’t regulated by the Financial Conduct Authority. If you’d rather insure your goods yourself, you can. Condition 8 of your storage agreement is the full version of this section, and if you take our cover we send you the StoreProtect Addendum behind it when you accept.

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

Before you accept your agreement

Until you accept your agreement using the link we send you, there is no contract and you can withdraw your booking at any time at no charge.

Your 14-day cooling-off right

If you entered the agreement online, by phone or by email without visiting us, you have a legal right to cancel within 14 days of the day the agreement is made, which is the day you accept it using the link we send you. 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

Ask us in writing for your things back whenever you like. That request is all we need. There is no notice period to give, and nothing for you to empty, unlock or clean, because we do the return. Give us at least 24 hours’ notice and we normally return within 7 days. We do not offer same-day return.

The minimum term is one month. Storage is paid a month at a time in advance, and your agreement ends at the end of the month you have already paid for. If you leave part way through that month, the unused part is not refunded. We may refund or waive some of it as a goodwill gesture, but we do not have to, and doing it once does not mean we always will.

If you have not asked in writing before a new month starts, that month is due in full and is not refundable either. What counts is the day your request reaches us, not the day the return happens.

Either of us can end the agreement immediately for a serious breach that isn’t put right within 14 days. Your 14-day cooling-off right above is separate and none of this affects it.

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.
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. Pricing claims and price match

This section explains the price claims we make on our website, so you can check them.

“From £4.15 a week”

£4.15 a week is the lowest price at which you can store with us. It is our storage-by-the-box rate of £15 a month plus VAT (£18 a month including VAT), shown as a weekly figure: £18 × 12 ÷ 52 = £4.15. We quote weekly but charge monthly. It is a starting price, not the price everyone pays. What you pay depends on how much you store and for how long, and larger amounts of storage cost more. For a figure for your own storage, use our online quote.

“Up to 50% cheaper”

This compares our advertised weekly rate for a small room (15 sq ft, £10.38 a week) against the advertised rates of nearby national self-storage brands for a comparable room, checked in July 2026: Armadillo £24.90, Storage King £23.00 and Cinch £24.00 a week. Savings are greatest on small amounts of storage and on storage by the box, and they narrow as the amount of space increases — on larger rooms of around 100 sq ft the difference can disappear, and another provider may be cheaper. This is why the claim says “up to”. Competitors change their prices, so we re-check these figures periodically and update the date above.

Price match

If you find a cheaper price for a like-for-like service, tell us before you book and we will match it. Like-for-like means a collection and return service comparable to ours — the same amount of storage, for the same length of time, collected from and returned to your address. We cannot match a price for a self-access unit you drive to and fill yourself, because that is a different service. We may ask to see the other quote in writing, and it must be a genuine, currently available price from a provider serving your address.

“50% off your first month”

Half off your first month’s storage rent when you store with us for three months or more. It applies to the rent for your unit only, so it does not reduce contents cover, regular access, or any collection and return charges. It is available on Self Storage and Business Storage, and not on Storage by the Box. We quote weekly and charge monthly, so the discount comes off your first monthly bill as a single deduction rather than spreading across the year. Your exact figure, with and without the discount, is shown before you reserve when you get a price online. We can withdraw the offer at any time, and the price you are shown when you reserve is the price that applies.

How the three months work. We take the discount off straight away rather than making you wait three months to earn it. So if you ask for everything back before three months are up, the discount is repaid on your final bill: you repay exactly what you saved and nothing more. This is the same way free collection and return works, explained below. It is not repaid if you cancel within your 14 days, if we raise your price or change these terms and you leave before that takes effect, or if we end the agreement.

This applies to agreements accepted from 23 September 2026. If you accepted yours before that date, you keep the terms you agreed to and the discount is not charged back.

Free collection and return

Where it reaches. Free collection and return on 3+ month stays covers addresses in Kent, excluding SE and BR postcodes. Addresses outside Kent, or with an SE or BR postcode, pay a long-distance fee, agreed before booking and shown on your cover sheet.

Collection and return are free when you store for three months or more. If you store by the box, this also requires you to pay for the first three months up front — we offer you that choice when you reserve. If you do not, collection and return are charged per journey at the rates shown when you book. Where free collection and return applies and you then leave before three months, you pay for both journeys: the collection charge we waived goes on your final bill at the amount shown when you booked, and the return is charged at the normal rate when you ask for it.

It works the other way round too. If you told us you would store for less than three months, paid the collection charge, and then stayed three months or more, you have earned the free collection after all. We give it back as a credit against your next storage payment, or against your final bill if there is no further payment to make. It is not a cash refund, and your return is then free. This does not apply to storage by the box, where the free collection needs three months paid up front.

14. Contact and complaints

If anything about a cancellation, refund or your storage goes wrong, contact us at hello@collectstorage.co.uk and we’ll do our best to put it right.