HELP CENTRE
How can wehelp you
Find answers, safety guidance, storage tips, and get in touch with our support team.
Safety
Tips on meeting hosts, lifting, and accessing your
Storage Tips
Tips on meeting hosts, lifting, and accessing your
FAQs
Questions about bookings, payments, cancellations, and more.
Contact Support
Can't find an answer? Our team is here to help. Send us a message.
SAFETY FIRST
Stay safewithKeepsakeit
Even though we do our utmost to select neighbourly hosts, similar to using Marketplace or other online meetup tools, you should always think about what steps will make you feel most comfortable. You should also remember that your physical health is super important when moving your personal effects to and from a host’s location.
Your comfort and safety come first. Keepsakeit verifies hosts and uses background checks, but no online platform can replace your own good judgement. Trust your instincts — if something doesn’t feel right, reach out to our support team before proceeding.
Tell someone where you're going
Always let a trusted friend or family member know where you are heading before visiting a host’s location. Better yet, bring a friend along with you — especially for your first visit or move-in day.
Arrange a meet-and-greet first
We strongly advise you arrange a meet-and-greet with your host before entering into a storage agreement. A quick in-person introduction helps both parties feel comfortable and sets expectations clearly before any items are stored.
Know your lifting limits
Never attempt to lift or carry something you aren’t confident with, even if asked. Use moving equipment like dollies and platform trolleys if necessary.
Store boxes safely and securely
Avoid storing boxes precariously or stacked up high without a solid base. Use level racking or shelves as needed. Unstable stacks are a tipping risk — always stack heaviest items at the bottom and ensure nothing overhangs or blocks access paths.
Storage tips
Things to remember when storing
Here are some things to remember when storing your things with your host. A little preparation goes a long way in protecting your belongings and giving you complete peace of mind throughout your storage period.
Consider using airtags in your boxes so you can check the location of your belongings.
Use solid boxes or tubs with strong structural integrity & take pictures of your goods condition to compare against later.
Proper wrapping, taping, and locking options on your containers like boxes, tubs, or chests will give you peace of mind.
Hosts should likewise take a photo or document their agreement that the goods were in the condition the renter described.
Pro tip: Before moving anything in, walk through the space with your host, photograph any existing damage or features, and confirm the agreed access arrangements. A smooth start means fewer surprises later.
Common questions
Got questions? We've got answers.
Can’t find what you’re looking for? Send us a message below and we’ll get back to you within one business day.
How do I book a storage space?
Sign up / Log in to your account and use the Find Storage page to search by suburb or postcode, browse listings, and send a booking request to any host whose space suits your needs. The host will confirm or decline within 48 hours.
How are payments handled?
All payments are processed via Stripe and held securely in escrow until your move-in is confirmed. Hosts receive their payout — minus the platform fee — within 2–5 business days after confirmation.
Can I cancel a booking?
Yes. Cancellation policies are set per listing by the host and are clearly shown before you confirm. If you need to cancel, do so via your account dashboard. Refund timing depends on the host’s policy.
What if I have an issue with my host?
Start by messaging your host through the platform. If you can’t reach a resolution, contact our support team via the form below. We mediate disputes and can escalate if the storage agreement has been breached.
How do I become a host?
Visit our Become a Host page to register your space for free. You’ll complete a 3-step form covering your account, space details, and contact information. Once verified, your listing goes live within 24 hours.
How does Keepsakeit verify hosts and renters?
All hosts and renters complete Equifax identity verification before any booking can proceed. We also strongly encourage background screening for hosts. Verification status is shown clearly on each user’s profile.
What items can I store?
Most household goods, furniture, boxes, and equipment are welcome. Prohibited items include hazardous materials, illegal goods, perishables, live animals, and firearms. Always confirm with your host what they’re willing to store before booking.
Who do I contact for urgent help?
For urgent matters, email us directly at [email] We monitor our inbox daily and aim to respond to urgent queries within a few hours during business hours.
Can I set access rules and restrictions?
Absolutely. You have full control over access hours, what types of items you’ll accept, whether access is scheduled or 24/7, and any other house rules. All of this is agreed upon in writing through the storage agreement before move-in.
Get in touch
Still need help? We're here
Can’t find the answer you need? Our support team reads every message and aims to respond within one business day. Fill out the form or email us directly.
Every booking includes a Keepsakeit storage agreement
All bookings through our platform come with a legally binding storage agreement covering access rules, liability, and duration. Both parties sign before move-in, so everyone is protected. If you have questions about your agreement, our support team is here to help.