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FAQ

Most frequent questions and answers

This depends on where you are storing, how long for and what size room you require. You can get a quote online or speak to a member of our teams on the local store number or our UK Customer Support Centre on 0121 628 0014 or 0330 043 2676. All prices given for quotes are for a weekly cost including VAT. Storage is charged 4 weekly and in advance.

Yes. All customers are required to pay a refundable security deposit before storing. How much is dependent on the size room you choose. The amount is usually the equivalent of one week’s storage fees (inc. VAT) for our storage rooms and 28 days of storage fees if you are a Flexi Office or Vehicle Parking customer. The deposit is fully refundable provided there is no damage to the room after you have vacated.
No, we do not accept cash or cheque payments. Payments can still be made by Credit / Debit Card – in store or online. Or Bank Transfer – details are on your invoice, or Direct Debit. Please ask a member of staff for a mandate if you do not already have a Direct Debit set up.

Just contact the store you have reserved at directly, or our Customer Support Centre on 0121 628 0014 or 0330 043 2676, before your reservation expiry date, which is displayed on your reservation confirmation email, and we will cancel your reservation immediately. If you merely wish to change your move in date, store location or room size, just contact the store or call our Customer Support Centre.

This will depend on how you made previous payments on your account: Payments by standing order / faster payment / BACs will be refunded by cheque. Payments by Direct Debit will be refunded to the account from which payments have been most recently taken. Payments by credit or debit card will be returned to the same card used for the most recent payment. If the refund amount is larger than the most recent payment amount, then your refund may be issued part and part. i.e., Part to a credit card and part to a bank account. We do not retain your card details, so you will need to contact reception when closing your account for us to issue your refund.
We take the security of your goods and possessions extremely seriously. To protect them all our centres have: Staffed receptions during opening hours (1) Sophisticated alarm (2) 24 hour recorded CCTV systems (3) Intruder alarms. Access to our storage centres is strictly controlled. Also, you are the only one with access to your room, which is locked with a padlock owned by you.
Yes, you need your own padlock to ensure that you are the sole key holder for your room and to ensure that your room is securely always locked. IMG Self Storage stock full range of high security padlocks in all our stores.

The price for storage you is quoted includes VAT. You will need a padlock to secure your room and your goods will need to be insured whilst they are in storage. Please ask in store or over the phone for a quote on insurance, this will depend on the value of your goods to be stored. To book a room is free with no obligation to take up storage with us.

You are welcome to stay as long as you require, from just one day upwards.
Two forms of ID are required one of which must be a photo ID (passport or driving licence); for non-UK citizens a passport or UK driving licence will be required) and a utility bill less than 3 months old. Payment of a deposit and the first invoice must be made prior to moving in. Please check with the store team.
Your goods must be insured whilst in storage. IMG Self Storage offers insurance protection under our own insurance policy. We always take good care of our stores and make every effort to protect items being stored with us. Unfortunately, there are some events which may damage your goods which are out of our control, such as a fire or flood. It is therefore standard practice for self storage companies to require their customers to adequately insure their goods for the duration of their stay.
We have online reservations available for rooms at our storage centres. You can also reserve a room by calling your local self storage centre directly.
Everyone loses things from time to time and if you lose your key, it’s not the end of the world. Once your identity has been confirmed, IMG Self storage will cut the lock from your storage room, so you are able to access it immediately. It will be necessary to acquire a new lock for your room after this, so it is advised that this is only a last resort option.
Customers are required to sign in and out of the premises or use their issued electronic fob to gain access during opening hours. The electronic fobs should be used out of normal opening hours where customers have pre-arranged 24-hour access.
We do not permit the storage of: Hazardous goods, toxic materials, Pollutants, contaminants, waste, Perishable goods, live animals, living plants, Cash and securities, illegal goods, Explosives, firearms, ammunitions, we always cooperate with the Police and HM Customs.
You can come and go as you please, 7 days a week during the store opening hours. Some stores have rooms with access 24 hours.