How to Write a Repair Shop Pickup Policy (Free Template)

You have a shelf full of finished repairs that nobody has picked up. A laptop from three months ago. Two phones from last month. A watch that's been sitting there since January.

You can't throw them away. You can't sell them. You're not sure what you can legally do. And they're taking up space you need for active jobs.

This is what happens when you don't have a written pickup policy. Here's how to write one, what the law says, and a free template you can use today.

Why you need a written policy

Without a written policy:

• You have no legal protection. If a customer shows up 6 months later claiming you lost their item, it's your word against theirs.
• You can't dispose of items. Most states require documented attempts to contact the customer AND a written policy that the customer acknowledged before you can dispose of abandoned property.
• Customers have no urgency. If there's no deadline, there's no reason to pick up today vs. next month.
• Your shelves fill up. Every unclaimed item takes space you need for active jobs. At 10+ unclaimed items, it starts affecting your workflow.

A written policy solves all four problems. And it takes 10 minutes to set up.

What the law says (it varies by state)

Abandoned property laws differ by state, but most follow this pattern:

• Holding period: Most states require 30–90 days after notifying the customer that their item is ready
• Notification: You must make "reasonable attempts" to contact the customer (documented phone calls, texts, or certified mail)
• Written policy: Having a signed/acknowledged policy at intake strengthens your legal position significantly
• Disposal options: After the holding period + notification, you can typically sell the item to recover costs, donate it, or dispose of it

Important: Check your state's specific laws. Some states (like California) have strict notification requirements including certified mail. Others (like Texas) are more lenient. A 10-minute search for "[your state] abandoned personal property repair shop" will give you the specifics.

This template is a starting point, not legal advice. If you handle high-value items (jewelry, luxury watches), consult a local attorney.

Free pickup policy template

Copy this, customize the bracketed sections, and use it:

PICKUP POLICY — [YOUR BUSINESS NAME]

1. PICKUP DEADLINE
All completed repairs must be picked up within [30/60/90] days
of the "Ready for Pickup" notification. We will notify you
by text message and/or email when your item is ready.

2. STORAGE FEES (optional)
Items not picked up within [14] days of completion may incur
a storage fee of $[2–5] per day.

3. ABANDONED ITEMS
Items not picked up within [30/60/90] days of the "Ready for
Pickup" notification, after at least [2–3] documented contact
attempts, will be considered abandoned property.

Abandoned items may be sold, donated, or disposed of at the
discretion of [YOUR BUSINESS NAME] to recover repair and
storage costs, in accordance with [STATE] law.

4. CONTACT ATTEMPTS
We will attempt to contact you at least [2–3] times via the
phone number and/or email provided at intake before
considering an item abandoned.

5. LIABILITY
[YOUR BUSINESS NAME] is not liable for items left beyond the
pickup deadline after documented contact attempts have been
made.

6. ACKNOWLEDGMENT
By leaving your item for repair, you acknowledge and agree
to this pickup policy.

Customer signature: ___________________  Date: ____________

How to implement it

Option 1: Paper form at intake

Print the policy on your intake form. When a customer drops off an item, they sign it along with their contact info and item description. Keep the signed form on file.

This is the most legally bulletproof approach. A signature is hard to dispute.

Option 2: Posted sign + verbal acknowledgment

Post the policy on your wall near the counter (visible, readable font). Point to it at drop-off: "Just so you know, our pickup policy is posted here — we hold items for [X] days after they're ready."

Weaker than a signature, but better than nothing. Take a photo of the posted sign for your records.

Option 3: Digital acknowledgment

If you use a digital intake system like FixyFlow, include the policy in your intake flow. The customer's phone number submission serves as acknowledgment. Even better: the tracking page they receive includes your pickup timeline, creating a documented trail.

Communicating the policy without being aggressive

The goal isn't to threaten customers. It's to set expectations. Here's how to communicate the policy without sounding harsh:

At drop-off: "We'll text you the moment it's ready. We hold items for [X] days after that, so just swing by whenever it's convenient."

In your ready notification: "Your [item] is ready for pickup! We're open [hours]. We'll hold it for you for the next [X] days."

Day 7 reminder (if not picked up): "Hey [name], friendly reminder your [item] is still here. Per our policy, we hold completed items for [X] days. Swing by anytime during [hours]."

For more reminder templates, check our 12 SMS templates for service businesses.

Notice the tone: helpful, not threatening. You're reminding them, not scolding them. The policy exists as a backstop, not a weapon.

The storage fee question

Should you charge a storage fee? Here's the practical breakdown:

Arguments for:

• Creates real urgency to pick up
• Compensates you for shelf space on long-abandoned items
• Standard practice in auto repair and dry cleaning

Arguments against:

• Customers hate it and may leave bad reviews
• Difficult to enforce (do you really want to argue over $10?)
• The policy itself creates enough urgency without fees

Most small repair shops skip the storage fee and rely on the abandonment deadline alone. If a customer picks up after 45 days, just be glad they picked up. The policy's real value is giving you legal cover to dispose of items that are truly abandoned (90+ days, no response to contact attempts).

Automate the reminders

The policy only works if you actually contact customers when their items are ready. If you "forgot to text them" for three weeks, the policy is useless.

Automated reminders solve this completely. With FixyFlow, the "Ready for Pickup" text goes out automatically when you update the job status. If they don't pick up, you can set follow-up reminders at day 3, 7, and 14. Every message is logged and timestamped — that's your documented contact trail.

Read more about reducing no-shows and forgotten pickups with automated reminders.

Set up your pickup policy in 10 minutes

A pickup policy takes 10 minutes to set up and protects you for years. Without one, every unclaimed item is a liability, a space problem, and a cash flow drag. With one, you have clear rules, documented communication, and the legal right to clear your shelves.

Customize the template, post it, start collecting signatures. Your future self — the one staring at a shelf of unclaimed items wondering what to do — will thank you.