Support Policy

Support Policy

Last Updated: August 2026

StorageKeys ("StorageKeys", "we", "our", or "us") is committed to providing reliable and responsive support to customers using our self storage, business storage, warehouse storage, climate-controlled storage, luggage storage, and vehicle storage solutions across the UAE.

This Support Policy explains how customers can contact our team, the types of assistance we provide, how support requests are handled, and what customers can expect when communicating with StorageKeys.

1. Purpose of This Policy

The purpose of this Support Policy is to establish clear expectations for customer assistance before, during, and after the storage period.

Our support team can assist with general questions about StorageKeys services, storage arrangements, facility access, account-related matters, and other issues connected with the use of our storage facilities. This policy provides general support guidelines and does not replace the terms and conditions contained in an individual storage agreement.

2. How to Contact StorageKeys

Customers can contact StorageKeys through the following channels:

• Email: sales@storagekeys.com
• Phone / WhatsApp: +971 56 501 8785
• Toll Free: 800 5397

Customers should provide relevant information when contacting us, such as their name, contact details, storage location, and a brief description of their request. Providing accurate information helps our team understand the issue and respond more efficiently.

3. Areas of Customer Support

StorageKeys support may assist customers with matters including:

• General information about available storage solutions.
• Questions about storage units, spaces, and facility services.
• Assistance regarding storage arrangements and account information.
• Questions about 24/7 facility access.
• Guidance regarding moving, loading, and unloading arrangements where applicable.
• Assistance with billing or payment-related enquiries.
• Questions about storage rules and prohibited items.
• Reporting security, safety, or facility-related concerns.
• General questions regarding insurance coverage applicable to stored belongings.
• Assistance with changing or ending a storage arrangement, subject to the applicable agreement.

Where an issue requires specialist attention, we may refer the matter to the appropriate StorageKeys team or external service provider.

4. Support Availability

StorageKeys facilities provide customers with 24/7 access, subject to the terms of their storage agreement and applicable facility procedures. Customer support availability may differ from facility access hours. Requests received outside normal support operations may be addressed when our team becomes available.

For urgent security or safety situations, customers should contact StorageKeys promptly using the available phone or WhatsApp contact details and, where necessary, contact the appropriate UAE emergency authorities.

5. Response Times

StorageKeys aims to respond to customer enquiries as promptly as reasonably possible.

Response times may vary depending on:

• The nature and complexity of the request.
• The information required to investigate an issue.
• The communication channel used.
• The availability of relevant staff or third-party service providers.
• Weekends, public holidays, or periods of unusually high enquiry volumes.

We do not guarantee a specific response or resolution time unless a separate written agreement expressly provides otherwise. Urgent matters involving immediate safety or security concerns will be treated with appropriate priority.

6. Reporting Security or Facility Issues

Customers should report suspected unauthorised access, security concerns, damage, equipment problems, or other facility issues to StorageKeys as soon as reasonably possible.

When reporting an issue, customers should provide as much relevant information as possible, including the location, approximate time of the incident, and any supporting details or documentation available.

StorageKeys will assess reported issues and take reasonable steps to investigate or address them. Depending on the nature of the matter, this may involve reviewing facility records, CCTV footage, access information, or involving relevant personnel or authorities.

7. Billing and Account Support

Customers may contact StorageKeys regarding billing, payments, storage agreements, account information, or other administrative matters. For account-related requests, we may need to verify the customer's identity or account information before making changes or providing certain details.

Changes to storage arrangements, cancellation requests, access restrictions, or other account actions remain subject to the terms of the customer's applicable storage agreement.

8. Customer Responsibilities

Effective support depends on accurate and timely communication. Customers are responsible for:

• Providing accurate contact and account information.
• Keeping StorageKeys informed of relevant changes to their contact details.
• Providing sufficient information when reporting an issue.
• Following StorageKeys' facility rules and procedures.
• Treating StorageKeys staff and representatives respectfully.
• Responding to reasonable requests for additional information when required to resolve an issue.

Customers should not attempt to resolve serious security, electrical, fire, structural, or other safety-related issues themselves. Such concerns should be reported to StorageKeys promptly.

9. Limitations of Support

StorageKeys will make reasonable efforts to assist customers, but support services cannot guarantee a particular outcome in every situation.

Some matters may depend on third-party providers, insurance arrangements, payment providers, government authorities, building management, or circumstances outside StorageKeys' reasonable control. Where this occurs, we will provide reasonable guidance and, where appropriate, direct customers to the relevant party.

10. Policy Updates

StorageKeys may update this Support Policy from time to time to reflect changes in our services, communication channels, support procedures, or business operations.

Updates will be published on this page with a revised "Last Updated" date. Customers are encouraged to review this policy periodically.

11. Contact Us

For questions, support requests, or assistance relating to StorageKeys services, please contact:

• Email: sales@storagekeys.com
• Phone / WhatsApp: +971 56 501 8785
• Toll Free: 800 5397

Our Commitment to Customer Support

StorageKeys is committed to making storage straightforward, accessible, and convenient for individuals and businesses across the UAE. Our team aims to provide clear information, practical assistance, and timely responses while maintaining a professional and customer-focused approach throughout the storage experience.