Frequently asked questions
Here you will find information about placing an order, starting your rental, payments, recurring payments, ending your rental and getting help. The terms may differ depending on the location and agreement. Card payments and automatic charges are available only for orders where these options are offered at checkout.
Quick summary
Services and rental provider. Your order documents identify the space you are renting, the service provider and the payment recipient.
Ordering and payment. The first rental period must be paid for immediately, even if you choose a later rental start date.
Rental start date. You may use the premises from the agreed date; earlier use must be agreed separately.
Price and duration. The minimum rental period is 30 days. The price, billing period and any additional charges are provided before you place an order.
Payment methods. A one-off card payment does not automatically enable recurring payments.
Recurring payments. Charges are made under the terms you have accepted; additional services you order may change the amount payable.
Confirmations and reminders. We send payment confirmations and information about scheduled charges.
Payment problems. If you are unsure whether a payment went through, or you have been charged twice, contact us before paying again.
Cancelling automatic payments. Cancelling future charges does not, by itself, terminate your rental agreement.
Ending your rental. Notify us in writing that you wish to end your rental, and return the premises and access devices under the agreed procedure.
Refunds. The refundable amount is calculated according to the circumstances of the payment, the agreement and applicable law.
Withdrawal from a distance contract. Where applicable, consumers may withdraw within 14 days of entering into the contract; a proportionate amount may be payable for rental services already provided.
Help and complaints. There are separate email addresses for new and existing customers. You can also contact us by phone or through the self-service portal; written consumer complaints are handled within 14 calendar days.
Terms and privacy. Before placing an order, read the rental, payment, refund and personal data processing terms.
Orders and rentals
1. What services do you offer, and who is my rental provider?
You can rent a storage unit, a storage box, a parking space, a garage or other premises offered on the website. The specific location, size, permitted use, access method and service terms are set out in the description of the selected space and in the rental agreement.
Your rental provider and payment recipient are identified in the order documents and payment information. Different spaces may be rented out by different service providers. Before confirming your order, check the details and contact information of the relevant rental provider.
2. How do I place an order, pay and enter into a rental agreement?
Select a location and a suitable unit or parking space, specify the rental start date and provide your details. Before confirming your order, review the final price, rental duration, billing period, rental provider's details and applicable terms.
The first rental period must be paid for when you place your order. This also applies if you choose a later start date. Depending on the offer, you may choose a rental start date up to 30 days in advance.
Confirm your order and agreement using the procedure specified on the website. The order documents and confirmations are sent after payment. Keep them for your records. Paying in advance or receiving the documents does not, by itself, change the agreed rental start date.
If you have any questions about your order or its terms, contact us at [email protected] before paying.
For more details, see: Rental and Service Terms.
3. When can I start using the space I have rented?
Your rental and right to use the premises begin on the date specified in the agreement, once the conditions set out in the agreement have been met. If you have chosen a later rental start date, you generally cannot access or use the storage unit before that date, even if you have already paid for your order.
In exceptional cases, keys may be handed over earlier to avoid an additional meeting. In that case, agree with the administration when you may start using the premises. If an earlier rental start is agreed, its date and payment terms are confirmed.
If you ask for the rental to start before the consumer's applicable 14-day withdrawal period has expired, expressly confirm that request and read the payment terms for services that have already started. See section 12 for more details.
Depending on the location, access is provided using a code, card, key, remote control or app. Access instructions and devices are provided under the procedure for the specific location. If the agreed rental start date has arrived but you have not received the access information or cannot gain access, call +370 616 44445.
For enquiries about a new order and getting started, including access instructions, email [email protected].
4. How are the price, billing period and minimum rental period determined?
The price depends on the selected location, the size of the premises, the rental duration and any additional services. Before confirming your order, you will see the final amount payable in euros, including applicable taxes and charges. Any security deposit and additional fees are shown separately.
The minimum rental period is 30 days. It runs from the agreed rental start date, not from the date of an earlier payment. The billing period, subsequent payment dates and agreement renewal procedure are set out in the offer and the agreement.
Payment for the first 30 days does not, by itself, mean that the agreement will end when that period expires. The end of the rental must be formalised under the procedure set out in the agreement.
Ordinary early termination of the rental is subject to the agreement and applicable legal requirements. The minimum period does not restrict the consumer's statutory right to withdraw from a distance contract. This separate procedure is explained in section 12.
For more details, see: Rental and Service Terms.
Payments and recurring billing
5. How can I pay? Does a one-off payment enable automatic payments?
Select one of the payment methods offered at checkout for your particular order. Where payment by Visa or Mastercard through Paysera is available, enter your card details only in the designated payment window.
A one-off card payment does not, by itself, authorise future recurring charges. Automatic payments must be selected separately after you have read and expressly accepted their terms.
Do not send your card number, CVC/CVV code or bank login details by email or through contact forms.
6. How do recurring card payments work, and can the amount change?
A recurring payment is an automatic payment that you have authorised for the agreed service. You can select this option only when it is offered at checkout for your particular order.
Before giving your consent, you will see the amount to be charged or a clear method for calculating it, the payment frequency, the dates of the first and subsequent charges or the rule for determining those dates, the duration of the payments and how to cancel them. If payments continue until cancelled, this is stated in the payment terms.
The amount payable may change because of additional services you have ordered, provided that the payment agreement you have accepted covers this payment arrangement. Before you confirm an additional service order, we provide its price, specify whether it is a one-off or recurring service, and explain its inclusion in automatic payments.
For example, if your rental costs €60 and you order an additional one-off service for €15 and confirm that it should be paid for together with the rental, that payment will total €75. In the next period, if the rental price has not changed and you have not ordered other services, you will pay €60.
Charges are made only under the agreement you have accepted. You are informed of changes to the terms in advance, using the procedure set out in the applicable terms. Authorisation to pay automatically for rental and ordered services is not a general authorisation to charge any other fees, including penalties, late-payment charges or compensation for damage.
7. What confirmations and reminders will I receive?
When you choose recurring payments, you will receive an email confirmation with the payment terms and clear instructions on how to cancel. After each successful charge, a payment confirmation is sent stating the amount, date, service paid for and how to cancel future charges.
We notify you of the next scheduled recurring charge in advance, within the notice period specified in the recurring payment terms. The reminder includes the payment date, amount and cancellation instructions. If the payment includes additional services you have ordered, a breakdown is provided.
If an automatic payment fails, we notify you of the unsuccessful attempt and explain how to proceed with payment. A single notification may cover several attempts.
A rental invoice and confirmation of a successful payment are not the same document. Receiving an invoice alone does not mean that money has already been charged.
8. What should I do if a payment fails or I am charged twice?
Check the payment status with your bank and the payment confirmations you have received. If you are unsure whether the payment went through, contact us at [email protected] before paying again.
Provide the agreement or order number, payment date, amount and a description of the problem. You may attach a payment confirmation after concealing unnecessary personal and card details. Once an erroneous or duplicate charge has been confirmed, the incorrectly charged amount is calculated and refunded.
A failed payment does not, by itself, terminate the rental agreement. Settle the unpaid invoice using another agreed method or contact the administration. Automatic payment retries may be made only under the applicable payment terms provided to you.
Refund procedure: Rental Termination and Refunds.
Cancellation, termination and refunds
9. How do I cancel recurring payments?
Submit a request using the self-service support form or email [email protected]. Use “Cancel recurring payments” as the subject. Include the tenant's first and last name or company name, the agreement number or the address and number of the rented space, and specify which agreements you are cancelling payments for.
Once we receive a clear revocation of your payment authorisation, we stop initiating new recurring charges under that authorisation. We confirm the cancellation by email. A payment already initiated before cancellation may still be completed; its validity and any refund are assessed separately.
Cancelling recurring payments is not the same as terminating the rental agreement. While the rental agreement remains in force, payment obligations remain and may be met by another method. An outstanding debt does not remove your right to revoke authorisation for future automatic charges. The rental termination procedure is described in section 10.
10. How do I terminate the rental agreement?
Notify us in writing of your preferred rental end date through the self-service portal or by email at [email protected]. Specify the rented space, agreement number and preferred end date.
Ordinary termination of the rental is subject to the notice period specified in the agreement, the minimum rental period of 30 days and other payment terms, insofar as they do not conflict with mandatory legal requirements. Where the statutory right to withdraw from a distance contract applies, the separate procedure described in section 12 is followed.
By the agreed return date, remove your belongings, leave the space tidy and return any keys, cards and other devices provided to you, in accordance with the location's procedure. The end of the rental and final settlement are confirmed in writing.
Simply removing your belongings, removing your card from the payment system or cancelling an automatic charge does not, by itself, constitute notice to terminate the rental.
Full procedure: Rental Termination and Refunds.
11. When and how are refunds made?
Refunds are made where there is a contractual or statutory basis, for example, after an erroneous or duplicate payment has been confirmed, an overpayment or an unjustified service charge has been identified, or a statutory right to withdraw from the agreement has been validly exercised.
The return of a security deposit, if one was paid, is assessed separately under the agreement, substantiated final settlement information and applicable law. A security deposit is not automatically forfeited merely because you exercise your statutory right to withdraw from a distance contract.
Submit your refund request by email to [email protected] or through the self-service support form. Identify the agreement, payment, amount requested and basis for the request. We provide a calculation of the refundable amount. When you withdraw from a distance contract under the right described in section 12, you do not need to give a reason for withdrawing.
For card payments, the refund is initiated to the same card through the payment system rather than paid in cash. The time limits for refunds following an ordinary end to the rental, for unused periods and for security deposits are set out in the refund terms and agreement applicable to you.
Simply not visiting the premises made available to you for a period after the agreed rental start date does not, by itself, mean that the rental service was not provided. Where a consumer validly exercises the right to withdraw from a distance contract, the separate statutory refund deadline stated in section 12 applies.
Detailed terms: Rental Termination and Refunds.
12. How does the minimum rental period of 30 days relate to the right to withdraw from an agreement made online?
The minimum rental period of 30 days does not remove the consumer's statutory right to withdraw from a distance contract. If you are a consumer, meaning an individual ordering the service for non-business purposes, you have the right to withdraw from the distance contract within 14 days of entering into it, without giving a reason, except where statutory exceptions apply.
The period runs from the date the agreement is entered into, not from your first visit. A later rental start date does not, by itself, give you a new 14-day withdrawal period. Paying in advance does not remove this right.
If you validly exercise your right to withdraw and the rental service has not yet started, payments for rental services not provided are refunded. If the rental service started at your express request before the withdrawal period expired, payment is made proportionately for the service provided up to the notice of withdrawal, subject to the conditions set by law. This is not a free 14-day period for using the premises.
For example, if the agreed rental price is €60 for 30 days, the rental starts immediately at your properly documented request, and the service has been provided for 5 days by the time you validly withdraw and return the premises, the proportionate rental charge would be €10. This is an example calculation; the actual amount depends on your agreement and the service provided.
Handing over the keys or starting the rental does not, by itself, mean that the full 30-day rental service has already been provided or that the right to withdraw has been lost. No penalty is charged and the security deposit is not forfeited solely because you validly exercise your right to withdraw.
Clearly notify us of your withdrawal by email at [email protected] or through the self-service support form, identifying the agreement and stating your decision to withdraw from it. You do not need to give a reason.
Refundable amounts are returned without delay, no later than 14 days after we receive your notice of withdrawal. Other cases of rental termination are subject to the agreement and applicable legal requirements.
For more details, see: Rental Termination and Refunds.
Help and documents
13. Who should I contact about a service, payment or complaint?
Existing customers – for customer service, invoices, payments, rental renewals or termination, cancellation of automatic payments, refunds and complaints, email [email protected].
New customers – for help choosing services, placing new orders and getting started, email [email protected].
You can also contact us by phone on +370 616 44445, through the contact form or via self-service support. For matters concerning service provision, the agreement, cancellation or refunds, contact your service provider first.
When writing, include your first and last name or company name, agreement or order number, the circumstances and your request. We respond to written consumer complaints within 14 calendar days of receipt.
If you are a consumer and the dispute cannot be resolved, you may contact the State Consumer Rights Protection Authority under the procedure established by law.
14. Where can I find the terms and information about personal data?
The terms are available on separate public pages:
Before placing an order, read the service or rental terms of your specific rental provider, together with the rental termination and refund terms. If you choose automatic charges, also read the recurring payment terms. The applicable documents must correspond to your order and agreement.
The website also provides the rules for using the premises and the privacy policy. The rules for using the premises describe conduct at the location, but do not replace all payment, agreement termination and refund terms.
This FAQ provides a summary for customers. The contractual terms for the specific order and mandatory legal requirements apply; the FAQ cannot restrict consumer rights guaranteed by law.
Didn't find your answer?
Already using our services? Email [email protected]. Interested in a new order or need help getting started? Email [email protected].
You can also complete the contact form or call +370 616 44445.
