U Hold the Key Self Storage Damage Costs Policy
We don’t charge for fair wear and tear from normal use (for example, light scuffs, everyday dust, or minor marks that come with storing and moving belongings). We only charge if you or your agent causes damage, contamination or leaves the container/site in a condition that needs extra work to put it back to a standard fit for the next customer — for example, spills, staining, mould from wet goods, graffiti, forced/bent doors, broken locking gear, or any alterations such as painting, drilling into, or attaching items to the container. Where charges apply, they are based on reasonable, proportionate costs for cleaning, waste removal, repair or replacement (including contractor call-outs where needed). We’ll normally record what happened (e.g., photos/CCTV where available) and can provide a breakdown on request.
Customers are responsible for the cost of repair or replacement (including any required specialist cleaning, waste disposal, call-out fees and reasonable administration time) for damage or contamination caused intentionally or accidentally.
Charges may apply to the following items, including but not limited to:
Containers / Units
- Doors, hinges, seals, locking bars, hasps, lockboxes/shrouds
- Door alignment issues caused by impact or misuse
- Container structure/panels (walls, roof, frames, corner posts)
- Flooring and interior surfaces (e.g., stains, rot, burns, punctures)
- Painting, corrosion, graffiti and adhesive/sticker removal
Site infrastructure
- Gates, barriers, access control equipment (keypads, locks, fobs if used)
- Perimeter fencing, posts, walls and boundary fixtures
- Ground surfacing/hardstanding, kerbs, bollards, wheel stops
- Drainage covers/channels and associated remediation from blockages/spills
- Lighting, signage and other external fixtures
Cleaning, waste and prohibited items
- Standard cleaning beyond fair wear and tear
- Deep cleaning and odour removal, mould remediation
- Pest treatment where caused/attracted by stored goods
- Spill clean-up (oil, fuel, paints, chemicals or similar substances)
- Fly-tipping, abandoned items and specialist waste disposal (including WEEE)
Security, emergency and incident response (where customer-caused)
- Tampering with CCTV/security equipment or damage to cameras/signage
- Call-outs, specialist attendance, and reinstatement following a customer-caused incident (e.g., forced entry damage, fire/smoke/spill response)
How we calculate costs: we charge based on actual repair/replacement costs (parts + labour/contractor fees) and reasonable associated costs (e.g., call-outs, disposal fees, and unit reinstatement). Evidence may include photos, CCTV, and supplier invoices.