How to Get a Self Refund

• Account Information: Your Self Storage account number and the email address linked to your account.
• Transaction Details: A copy of the transaction ID for the payment made, along with the date of the transaction.
• Reason for Refund: A detailed explanation of why you are requesting a refund, including any relevant circumstances regarding your storage rental.
• Proof of Payment: A receipt or bank statement showing the original payment to verify the transaction.
• Storage Agreement: The signed rental agreement or terms of service that outline the conditions of your storage rental.
• Correspondence Records: Any previous communication with Self regarding the refund request, including emails or support ticket numbers.
• Additional Documentation: Photos or records that support your claim if there were issues with the storage unit or rental conditions.

*Working days are Monday to Friday, and don't include public holidays.

At Self, we strive to ensure our users have a clear understanding of their rights and eligibility for refunds as it relates to our storage services. As a provider of self-storage solutions, we understand that users may encounter various scenarios that could warrant a review of their charges or account status. It's important to note that while refunds are not guaranteed, certain conditions may allow users to explore their eligibility based on specific account or service circumstances.

• Payment for unused storage time: Users who have prepaid for a storage unit but vacate the unit prior to the end of their billing period may qualify for a refund for the unused days, depending on our policy and procedures.
• Billing discrepancies: In situations where users find a charge that does not align with their expected billing cycle or agreed-upon rate, they might be eligible for a clarification and potential adjustment to their account.
• Cancellation of additional services: If users deactivate any optional services associated with their storage account, such as insurance or extended access hours, they may inquire about a refund for any prepaid amounts that apply.
• Errors in account setup: Should there be any issues related to how a user’s account was established, such as a misunderstanding regarding promotional rates, users could discuss their situation to see if adjustments might apply.
• Early termination of a rental agreement: For users who decide to terminate their rental agreement early, refund eligibility may be assessed based on the specific terms outlined at the time of signing.

We encourage users to reach out to customer support for a thorough review of their individual circumstances, as this will provide clarity on eligibility and any potential adjustments that may be made based on specific policies governing our services.

At Self, we strive to provide our users with outstanding support and flexibility when it comes to managing their accounts. Here are some real user scenarios where refunds were successfully claimed:

• Subscription Downgrade: A user decided to downgrade their subscription plan midway through the billing cycle. After reaching out to customer support for clarification on the billing impact, they were informed of a pro-rated refund for the unused portion. The refund was processed quickly, allowing the user to enjoy their new plan without any hassle.
• Accidental Upgrade: A customer accidentally upgraded to a premium plan while exploring the features. Realizing the mistake within hours, they contacted Self’s support team. The team promptly addressed the situation and reversed the upgrade, issuing a refund for the additional charges made to their account.
• Service Interruption: During a scheduled maintenance, a user experienced an unexpected service outage. After the service was restored, they contacted Self to understand the impact on their subscription value. The support team provided information and issued a small refund as a goodwill gesture for the inconvenience caused, which the user greatly appreciated.
• Billing Cycle Confusion: A user was unsure about the timing of their next billing cycle and thought they may have been double-billed. Upon reaching out for assistance, the customer service representative clarified the billing schedule and confirmed that the prior payment covered both the current and upcoming cycle. The user was relieved to have the misunderstanding resolved and appreciated the support, leading to a successful refund of a mistakenly perceived extra charge.

Tracking your refund status with Self is straightforward and efficient. By utilizing the specific tools and features available within your Self account, you can stay informed about your refund progress at any time. Here’s how to do it:

• Check Your Email Updates: Self sends email notifications at key stages of the refund process. Be sure to look for messages from Self in your inbox, particularly those labeled as refund confirmations or updates, as they provide essential details regarding your refund status.
• Use the Self Mobile App: If you have the Self app installed on your mobile device, open it to access real-time updates. Navigate to the 'Billing' section to find specific information about your refund request and its current status.
• Visit Your Account Dashboard: Log into your Self account on the website and go to the 'Account Settings' page. Under 'Order History,' you can view all recent transactions, including any refunds processed. Click on the relevant order for detailed refund status.
• Review the Billing Section: In the 'Billing' tab of your account, you'll find a dedicated area for managing refunds. This section provides a timeline of your refund request and any actions taken, such as approval confirmation or processing delays.
• Look for Refund Progress Updates: Self provides updates on any changes to your refund status within the app and on the dashboard. Keep an eye on the status notes which will indicate if your refund is pending, completed, or requires further action.