Refund and Cancellation Policy

The short version

• Pre-launch reservations are free. No card, no deposit. Cancel any time by emailing or messaging us.
• Once you’ve moved in: give us 7 days’ notice (in writing) to end your storage. We refund any pre-paid storage beyond that 7-day window in full, pro-rata to the day, within 7 working days.
• Online sign-ups have a 14-day cooling-off right under the Consumer Contracts Regulations 2013 — see clause 4.
• Promotional discounts (the launch offer, etc.) survive an honest, on-time cancellation. They are voided only by payment default.

1. Pre-launch reservations (before 31 August 2026)

1.1 If you have reserved a unit through our waitlist before opening day on 31 August 2026:

• We do not take any payment, deposit, or card details until you move in.
• You can cancel at any time by emailing hello@spacebuddy.co.uk or WhatsApping +44 7369 276234. Tell us your name and that you want to release your reservation; we will confirm by email.
• There is nothing to refund because nothing has been charged.

1.2 If your circumstances change before move-in (you no longer need storage, you need a different size, you want to change the move-in date), just tell us and we will adjust your reservation.

2. Cancellation once you have moved in

2.1 You may end your storage at any time. The notice you need to give us is set out in clause 13.1 of the Storage Licence Agreement and is currently 7 days.

2.2 You can give notice by email to hello@spacebuddy.co.uk, by WhatsApp to +44 7369 276234, or in person at the Facility. We will reply within one working day to confirm your end date.

2.3We do not require a reason and we will not try to persuade you to stay. If you have feedback we’d love to hear it, but it isn’t a condition of cancelling.

3. Refunds when you cancel

3.1 Pay-as-you-go (weekly). If you pay weekly, the most you have ever paid in advance is one week. If your end date falls before the end of a paid week, the unused portion of that week is refunded pro-rata to the day, less any amount you owe us (for example, an unpaid late fee or damage charge).

3.2 Pay-by-month or other prepayment. If you have paid for storage beyond your end date — for example, you paid four weeks up front and you cancel after one — we refund the unused portion in full, pro-rata to the day, less any amount you owe us.

3.3 Refund method. Refunds go back to the original payment method (the card or bank account you paid with). If that method is no longer available, we will arrange an alternative.

3.4 Refund timing. Refunds are processed within 7 working days of your end date. Card-network and bank settlement may add 1 to 5 working days on top.

3.5 No refund of the current period if cancellation is by us for default. If we end this Agreement under clause 13.3 of the Storage Licence Agreement (default, prohibited goods, abusive behaviour), we keep all Storage Fees paid to date and any deposit, and you remain liable for unpaid amounts.

4. Online sign-ups: your 14-day cancellation right

4.1 If you signed your storage agreement online or by phone (without a face-to-face meeting at the Facility), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a right to cancel within 14 days of the day after the contract was made — without giving a reason.

4.2 To exercise this right, tell us in writing within the 14-day period. You can use the model cancellation form below or send us any clear statement that you want to cancel:

“To Space Buddy Ltd. I, [your name], hereby give notice that I cancel my storage contract with you, dated [date], for unit [unit number]. Signed: [your name]. Date: [date].”

Send it to hello@spacebuddy.co.uk or by post to Space Buddy Ltd, St Stephens Mill, Ripley Street, Bradford, BD5 7JW.

4.3 Service started during the cancellation period. If you have started using the Unit before the 14 days are up (i.e. you have moved your goods in), you confirm that you have asked us to start the service straight away and you accept that you will be charged a proportionate amount for the period the service has been provided. The remainder is refundable.

4.4 We will refund any amount you have paid (less the proportionate charge in 4.3, if applicable) within 14 days of the day you tell us you are cancelling, by the same method you used to pay.

4.5 The 14-day cancellation right does not apply where you signed the agreement face-to-face at the Facility. Your normal cancellation rights under clause 2 still apply.

5. Launch offer and other promotional discounts

5.1 The launch offer gives all customers who reserve before opening day 50% off the standard rate for their first 12 months from move-in, after which the standard rate applies from month 13. This discount is recorded against the customer record at move-in and applied automatically.

5.2 The launch-offer discount survives early cancellation. If you cancel after one month, three months, or any point inside the first 12 months, you do not owe us the 50% discount you have already received. You only pay for the storage you have actually used, at the discounted rate.

5.3 The launch-offer discount is voided by payment default. If you fall behind on payment for 7 days or more (clause 9 of the Storage Licence Agreement), the discount is clawed back: the difference between the standard rate and the discounted rate becomes payable for every week you have received the discount. This is industry-standard practice and is repeated across all UK self-storage operators.

5.4 If you cancel and re-join later, the launch offer is not transferable. You will pay the prevailing standard rate at the time of re-joining (subject to any other promotion we are running).

5.5 Other promotional offers (NHS / emergency-services discounts, long-stay discounts, referral credits, etc.) will each have their own terms set out at the point we run them. Where those terms conflict with this policy, the specific promotion terms apply only to that promotion; everything else in this policy continues to apply.

6. Refunds for things other than storage

6.1 Padlocks, packing materials, and other goods sold at the Facility: if unused, in original packaging, and returned within 30 days of purchase, fully refundable. This is on top of (not instead of) any statutory rights you have under the Consumer Rights Act 2015 if the goods are faulty.

6.2 Insurance / protection products: we do not currently offer one. If we do in future, the cancellation rules will be set out in the relevant product terms.

6.3 Late payment fees, lock-cutting fees, cleaning charges, and similar: these are not refundable once they have been correctly applied. If you think one has been applied in error, contact us within 30 days and we will look into it.

7. If we have to close, change, or move you

7.1 If we have to close the Facility temporarily for reasons within our reasonable control (for example, planned maintenance), we will give you as much notice as we can and Storage Fees continue to apply because the storage service continues — you simply cannot enter during the closed period.

7.2 If we have to close the Facility permanently, or move you to a different unit at our request, we will:

• give you at least 28 days’ written notice;
• pay your reasonable removal costs to move to another nearby storage location, if approved by us in writing in advance, capped at £100 per move;
• refund any pre-paid Storage Fees beyond the closure or move date, pro-rata to the day, within 7 working days.

7.3 If a force majeure event (clause 11.3 of the Storage Licence Agreement) prevents us from providing the service, we will pause Storage Fees for the period the service is genuinely unavailable. We are not otherwise liable for losses caused by force majeure.

8. Disputes about a refund

8.1 If you think a refund is wrong, tell us at hello@spacebuddy.co.uk within 30 days of the date the refund was issued (or should have been). Include your name, your unit number, and the dates and amounts in question. We will reply within 5 working days.

8.2 If we cannot agree, you may raise the dispute through:

• our optional mediation procedure (clause 15.3 of the Storage Licence Agreement);
• your bank’s chargeback process (you have a right to do this regardless of what we say);
• the small claims track of the County Court — most consumer storage disputes fall within the £10,000 small claims limit.

8.3 We are committed to dealing with refunds fairly and quickly. If we have got it wrong, we will say so and put it right.

9. Contact

• Email: hello@spacebuddy.co.uk
• Phone: +44 7893 931088
• WhatsApp: +44 7369 276234
• Post: Space Buddy Ltd, St Stephens Mill, Ripley Street, Bradford, BD5 7JW