Storage that works for everyone.
This is our plain-English guide to using Pocket. It sums up the key points from our full Terms & Conditions so you know what to expect. It’s a summary, not a contract: if anything here differs from the full Terms & Conditions, the full Terms & Conditions apply.
1. Getting in
Your codes are yours. You get one code for the building and one for your unit. Please don’t share them.
Need a guest to have access? Ask us for a separate code for them. You’re responsible for anyone you give access to.
Forgotten a code? Your code changes each time you visit, so just a request a new code via your Pocket account.
Check your site’s hours. Many of our sites are open 24/7, but some have set access times. You’ll find yours on the website, in the app and in your booking details.
Keep your unit locked whenever you’re not in it.
Stay in your lane. Only use your unit and the Pocket common areas. Other parts of the building aren’t ours to enter.
2. What you can store
Your unit is for your stuff: things you own, or are allowed to store for someone else. Everyday items are fine: boxes, furniture, sports kit, seasonal items, business stock and documents.
Please don’t store:
Anything dangerous or flammable, including fuel, gas bottles, chemicals, fireworks, batteries and weapons
Cars, motorbikes and engines
Food, anything perishable, plants, or anything wet, damp or smelly
Animals or any living creature
Cash, jewellery, fur, art, or irreplaceable or sentimental items
Anything illegal, stolen, or that hasn’t had VAT paid
If we ask you to remove something, please take it out within 24 hours. If it’s still there after that, we may remove it and pass on the cost.
Not sure about an item? Just ask us at hello@pocket.storage. We’d rather answer a quick question than sort out a problem.
3. Using the site
Your unit is for storage only. Please don’t use it to work from, sleep in, or run a business from, and don’t connect electrical items or fix anything to the walls or doors without asking us first.
Keep it tidy. Take your rubbish and recycling to the designated areas. Anything left outside your unit is treated as rubbish and disposal costs may be charged to you.
Be kind to the building. You’re responsible for any damage you cause, so please tell us straight away if something gets damaged.
Trolleys stay on site. Return them to their bays after use.
Keep it moving. Don’t block corridors, fire exits or escape routes. Lifts have weight limits (usually 1,500kg), so check the signs at your site.
Shut gates and doors behind you.
Be a good neighbour. Keep noise and disruption down, and don’t bring animals on site.
Say something. If you spot theft, damage or anything unsafe, let us know straight away.
We’re unmanned, not unwatched. There’s CCTV at our sites. For help, email hello@pocket.storage or message us in the Pocket app.
4. Payments, changes and leaving
Paying
Your rent is paid by Direct Debit, weekly or monthly depending on what you chose when you booked. Prices shown exclude VAT.
If a payment fails, please get in touch. Overdue payments may incur interest, and we may pass unpaid debts to a collections agency.
If you cancel your Direct Debit, you’ll have 7 days after we notify you to put a new one in place.
Protecting your things
Your belongings are stored at your own risk, so they need to be covered. You can add StoreProtect when you book, or use your own insurance. If you go with your own, you’ll need to show us proof of cover (at least £2,500, or the maximum replacement value, whichever is greater).
Without cover, our liability for loss or damage is limited to £100 per incident.
Changing size
Need something bigger or smaller? Contact us and we’ll check availability. The change takes effect once it’s confirmed and any extra cost is paid. We may occasionally ask you to move to a unit of the same size or larger, and we’ll always give at least 24 hours’ notice.
Changed your mind?
You can cancel within 14 days of your start date. We’ll refund you for the time you haven’t used, and you’ll need to empty your unit within 24 hours.
Leaving
Give us 24 hours’ written notice by email or in the app. Your booking runs to the end of your current week or month.
Remove everything, leave the unit clean and in the condition you found it.
Anything left behind may be removed, and cleaning or repair costs charged to you. We may also sell or dispose of items left behind if there’s money owed.
5. When we may need to step in
We might enter your unit with 24 hours’ notice (or straight away in an emergency) to carry out checks or repairs, or if we think the rules are being broken. We may also close or restrict access for maintenance. We’ll let you know when we can.
We may end your booking if payments are missed, ID or insurance proof isn’t provided, or the rules aren’t followed.
Questions?
We’re here to help. Email hello@pocket.storage, call 0203 488 6690, or visit our Help Centre.