If you booked online or by phone without coming into the site, you have 14 days from the day we confirm we've accepted your order to change your mind. Tell us by phone, email or post within that time and the agreement ends. You pay only for the storage you've had up to the point you cancel, and the rest of what you've paid comes back once all your things are out of the unit. If you cancel before your storage start date, you haven't had any storage yet, so there's no storage to pay for. This right comes from clause 40 of our storage terms, and it matches what the law gives consumers who buy a service at a distance.
Who gets the 14 days
The 14 days depend on how the agreement was made, not on whether you've moved in.
| How you booked | What applies |
|---|---|
| Online or by phone, without coming into the site | 14-day cooling-off period under clause 40, starting from our confirmation that we've accepted your order |
| In person at the site | No cooling-off period. You end the agreement by giving notice, as below |
| After 14 days, however you booked | Notice, as below |
The clock starts when we confirm acceptance, because that's the moment the agreement comes into existence (clause 3). Your start date for storage is a separate thing: it's the date agreed when you booked, shown on your Cover Sheet, and it can fall inside or after the 14 days.
If you looked round a site first and then booked online later, ask us before you rely on the cooling-off period, so we can confirm how your booking is treated.
If you're booking for a business, the clause's wording covers anyone who booked without coming into the site. The legal rules in the next sections protect consumers: people booking mainly for reasons outside their trade or business.
What you pay, and what comes back
Clause 40 says a cooling-off refund is "based on the length of storage You have taken prior to cancelling", and that we can use money you've already paid to cover that amount. You pay for the first four weeks of storage when you book, so in practice most cancellations mean part of that first payment comes back.
A worked example: if your first four weeks cost £140 and you cancel after a week of storage, you've had about a quarter of that period. Expect to pay around £35 and get around £105 back. Your own figure comes from your own price.
If you cancel before your start date, you haven't taken any storage. If your start date has passed but your things aren't in yet, ask us when you cancel whether the days count from the start date on your Cover Sheet or from the day your things go in.
Two rules govern the timing, and they come from different places:
- Our contract links the refund to the goods: clause 40 says the refund is provided based on the storage you've taken "and all Goods being removed from the Unit".
- The Regulations set the legal deadline: the trader must reimburse payments within 14 days of being told you're cancelling, to the same card or account you paid with (unless you agree otherwise), and without any fee for making it.
So if you've moved some things in, clear the unit as promptly as you can after you cancel. If the timing of your refund ever becomes a problem, the Citizens Advice consumer helpline (0808 223 1133) can tell you where you stand.
If you paid for anything else when you booked, such as contents protection or a padlock, ask us whether it's refundable when you cancel.
The law also limits the charge. You only pay for storage in the cooling-off period if you asked for the storage to start within those 14 days, and you were told about your right to cancel and about paying for what you'd used. The amount must be in proportion to what you've had, up to the moment you tell us. That's why a cooling-off cancellation is charged on the days you've had, rather than on the notice period and two-week minimum that apply when you end an agreement later.
How to cancel
Clause 40 lets you cancel by email, post or phone. Tell us:
- your name and address;
- the date of your order;
- your unit number.
You don't have to give a reason. Call us on 0800 2545585, or email info@wigwamstorage.co.uk, the address our terms give for notices.
Email is the safer choice if you're close to the end of the 14 days. The law counts your cancellation as on time if you send it before the period ends, but if there's ever a disagreement it's for you to show when you cancelled. If you phone, a short follow-up email gives you that record.
What the law adds
Our clause 40 sits on top of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which cover services bought online, by phone or otherwise at a distance. Under them:
- You can cancel without giving a reason, and cancelling ends both sides' obligations under the agreement.
- For a service, the cancellation period ends 14 days after the day the contract is made.
- You can use any clear statement that you're cancelling. No special form is needed.
- If a trader never told you about your right to cancel, the period can stretch to as long as 12 months.
These protections apply to consumers. The clause in our terms is the promise we make on top.
After the 14 days, or if you booked on site
Once the cooling-off period has passed, or if you signed up at the site, you end the agreement by giving written notice. The length is set on your Cover Sheet (clause 41), normally 14 days, and our minimum stay is two weeks. Unused days you've paid for are refunded after the notice period. Our short answer on cancelling before you move in covers this route, and our guide to giving notice to leave your unit walks through it step by step.
Changed your mind, or not sure yet?
If your plans have shifted, call us on 0800 2545585 and we'll tell you where your booking stands. If you're still deciding, you can get a price online knowing the 14 days are there if you book without visiting and something changes.
Related questions