Virtual Office terms and conditions

Updated: September 2026

This document outlines the terms and conditions governing all Virtual Office Services (“Services”) provided by The Workstation VOS Ltd (“The Workstation”) to clients across all service locations, including locations owned by The Workstation and locations operated in partnership under the Workstation Partner Programme.

By ordering or using any of our Services, you agree to be bound by these Terms. These Terms apply to all clients, regardless of whether your assigned virtual address is hosted at a Workstation-owned location or a location managed on our behalf by an approved partner.

1. Your status

1.1 By placing your order, you confirm that you are legally capable of entering into binding contracts and will not use any Services in a way that is illegal, defamatory, fraudulent, misleading, or that may bring The Workstation, its team, or its partners into disrepute.

1.2 Clients purchasing Company Formation Services confirm that they are authorised to act on behalf of all proposed directors, shareholders, Persons with Significant Control (PSCs) and company officers included within the incorporation application.

2. Formation of contract

2.1 A binding agreement is formed upon receipt of payment, submission of any required proof of identity documents and completion of any required AML verification. You will receive a Welcome Email from us which will include an operational summary of your virtual office address service once these conditions have been fulfilled.

2.2 You must provide identity verification in compliance with applicable UK Anti-Money Laundering (AML) requirements. This may include:

2.2.1 Full name, date of birth and current residential address.

2.2.2 Submission of required identity and address documents.

2.3 All identity documents must be received within seven days of order placement unless otherwise agreed by The Workstation.

2.4 Clients must keep The Workstation informed of any changes to their contact or identity information.

2.5 For Company Formation Services, a binding agreement is formed when payment has been received and all information required to submit the incorporation application has been provided.

2.6 The Workstation reserves the right to delay submission of any application until all AML, identity verification and other compliance requirements have been satisfied.

3. Supply of services

3.1 Services commence on the Start Date indicated in the Welcome Email.

3.2 Monthly Services are subject to a minimum three-month term unless otherwise stated for the particular service.

3.3 All Services are billed in GBP.

3.4 In the event that a location becomes unavailable, The Workstation reserves the right to transfer Services to a nearby equivalent address or withdraw the Service with a minimum of 30 days' written notice, unless circumstances beyond our control require shorter notice.

4. Client obligations

4.1 Clients agree to provide complete and accurate information at all times, cooperate fully with The Workstation's AML and service compliance procedures, and comply with any instructions relating to mail handling, identity verification or operational protocols issued by The Workstation.

4.2 The Workstation provides virtual address services only. Clients must not visit or direct third parties to the service address without prior written permission.

4.3 Clients are responsible for keeping their contact details, including telephone numbers, email addresses and forwarding addresses, accurate and up to date.

5. Scope of services

General Services

5.1 The Services provided will be specified in your invoice, order confirmation and/or Welcome Email.

5.2 Mail will be handled in line with the selected service level and may be forwarded by post, scanned and emailed, or made available for collection where applicable.

5.3 All locations, including those managed by partners, operate under service standards and mail handling processes defined by The Workstation.

5.4 Registered Office and Director's Service Address packages are for statutory mail only. General business correspondence requires an applicable mailbox service.

5.5 A change to a primary account name or contact details may incur a £35 + VAT administrative charge.

Mail Handling

5.6 Where Scan & Email or another digital mail service is selected, you give permission for The Workstation or its authorised mail processing team to open mail addressed to you for the purpose of processing and delivering the service.

5.7 Parcels are accepted at the discretion of the relevant location. Uncollected parcels may be returned to the sorting office or sender after one month.

5.8 The Workstation does not guarantee receipt of Special Delivery, signed-for items or other items requiring a signature at any location.

5.9 The Workstation will forward mail and parcels only to the Client or to a forwarding address previously notified by and associated with the Client.

5.10 The Workstation does not provide parcel forwarding, fulfilment, distribution or freight forwarding services to unrelated third-party recipients.

5.11 The Workstation will not repackage parcels, remove or obscure sender details, alter packaging, consolidate shipments or otherwise modify parcels before onward transmission.

5.12 The Workstation reserves the right to refuse any forwarding request where it reasonably believes the request falls outside the scope of the Virtual Office Services or presents an operational, compliance, legal or reputational risk.

5.13 Clients remain solely responsible for the contents of all mail and parcels addressed to them and for ensuring that any forwarding instructions comply with all applicable laws and regulations.

5.14 Postal transit times before an item reaches The Workstation are outside our control.

5.15 Mail delivered to a business centre may need to be transferred internally to our mail processing team. We aim for this internal transfer to take no more than 24 hours during normal working arrangements, but this is not a guaranteed service level and may take longer at weekends, on bank holidays or due to circumstances outside our reasonable control.

5.16 Delivery to a business centre does not constitute a guarantee of immediate scanning, notification or onward dispatch.

5.17 Scheduled quarterly and regular weekday dispatches describe the normal operation of the Service and do not constitute guaranteed dispatch dates for individual items.

5.18 The Workstation may reasonably change operational processing or dispatch schedules without materially altering the underlying Service.

5.19 Scan & Email originals may be securely destroyed after the applicable retention period unless the Client has requested forwarding or another agreed retention arrangement.

5.20 Originals forming part of a Scan & Email + Postal Mail service are retained for scheduled quarterly forwarding.

5.21 Where an item cannot reasonably be provided digitally, The Workstation may forward it automatically to the Client's nominated address. Standard UK forwarding of such items may be included within the applicable Scan & Email service.

5.22 Where an item has already been provided digitally and the Client subsequently requests the physical original, additional handling, postage and packing charges may apply.

5.23 Clearly identifiable unsolicited or junk mail may be disposed of without scanning, storage or forwarding.

5.24 The Services are intended for reasonable volumes of ordinary business correspondence and are subject to fair use.

5.25 Additional charges may apply to unusually high volumes, parcels, oversized or heavy items, storage, special handling, couriers, international forwarding and other exceptional requirements.

5.26 The Workstation may refuse items that are unsafe, unlawful, perishable, inadequately addressed, exceptionally valuable, unsuitable for storage or otherwise outside the reasonable scope of the Service.

5.27 Where a parcel is accepted, the normal arrangement is for the Client to collect it. Where onward forwarding is available, this can be arranged at the Client's cost.

5.28 The Workstation does not undertake to sign for items or provide a signature-on-behalf service.

5.29 UK postage is included only where expressly stated. International postage and services outside the normal included Service remain chargeable.

5.30 Postal and courier delivery times after an item leaves The Workstation are outside our control.

5.31 Clients are responsible for monitoring scanned correspondence and acting on any legal, financial, contractual or other deadlines contained within their correspondence. The Workstation does not undertake to determine the legal, financial or time-sensitive significance of individual correspondence.

5.32 Clients must maintain a current email address and, where applicable, a valid forwarding address.

Telephone Services

5.33 Telephone Services may include a local telephone number with call divert or a local telephone number with Virtual Receptionist services, depending on the Service selected.

5.34 Call answering services are provided by The Workstation's reception team using the telephone systems and infrastructure selected by The Workstation. Calls are answered by members of The Workstation's team and are not answered by an automated or AI receptionist, unless we expressly notify you otherwise.

5.35 A third-party telecommunications, software or infrastructure provider may be used to support the delivery of telephone services. Such providers may process information or provide technical functionality on our behalf.

5.36 The Workstation will make reasonable efforts to answer calls and relay messages accurately and promptly. We do not guarantee uninterrupted availability and are not responsible for failures caused by telecommunications networks, equipment, external systems, inaccurate contact details or circumstances beyond our reasonable control.

5.37 Clients must maintain valid and functional contact details and ensure that the channels used to receive calls or messages remain available.

5.38 Telephone Services must not be used for unlawful, misleading, fraudulent or reputationally harmful activities.

5.39 Call answering agents are instructed not to engage with abusive or aggressive callers. Such calls may be ended without notice and relevant details may be recorded or passed on where appropriate.

5.40 In the event of force majeure, including extreme weather, network failure, telecommunications failure or third-party service disruption, the affected Service may be suspended for the duration of the disruption. Clients will be notified where reasonably practical.

Intercom to Phone

5.41 Intercom to Phone is an optional Service available at participating locations.

5.42 Where Intercom to Phone is enabled, when a visitor or courier selects the Client's business name using the building intercom, the intercom system will call the Client's nominated mobile telephone number so that the Client can communicate directly with the person at the building.

5.43 Intercom to Phone is not a reception, call answering, delivery acceptance, parcel collection or signature-on-behalf service.

5.44 The Workstation does not undertake to receive, accept or sign for deliveries on the Client's behalf through the Intercom to Phone Service.

5.45 The availability and operation of Intercom to Phone is dependent on the relevant building's intercom system, telecommunications networks and the Client maintaining a valid and functional mobile telephone number.

5.46 The Workstation does not guarantee uninterrupted availability of Intercom to Phone or that every intercom call will successfully reach the Client.

5.47 The Client remains responsible for communicating directly with visitors and couriers and for making any arrangements required to receive or accept deliveries.

5.48 Completion of a courier delivery remains subject to the courier's own delivery requirements and procedures.

6. AML and compliance

6.1 All clients are subject to identity checks in compliance with applicable AML regulations.

6.2 If The Workstation suspects money laundering or related activity, it may be legally required to notify the relevant authorities and may be prohibited from informing the Client.

6.3 Clients using addresses managed by partners remain under the oversight of The Workstation for compliance matters.

6.4 The Workstation reserves the right to suspend or terminate Services where required to comply with applicable law, regulation, AML obligations or instructions from a competent authority.

7. Payment terms

7.1 All fees are listed in your invoice, order confirmation or other applicable pricing information and are payable in advance unless otherwise stated.

7.2 Payment may be made using the payment methods made available during the checkout process or otherwise notified by The Workstation. Available payment methods may vary depending on the Service purchased.

7.3 Payments for ongoing Services will be taken at the frequency and amount confirmed at the point of purchase or renewal. Where payment details are stored or a recurring payment arrangement is established, you authorise The Workstation or its payment provider to collect the applicable charges when due.

7.4 No separate card processing or card transaction fee will be charged unless such a fee is clearly disclosed to you before payment and is permitted by applicable law.

7.5 If a payment fails or remains unpaid, The Workstation may contact you to request payment and may suspend the affected Service in accordance with these Terms. Access to mail or other Service features may also be restricted while payment remains outstanding.

7.6 Your subscription will automatically renew where applicable unless cancellation notice is given in accordance with Section 8 or the applicable Service terms.

8. Cancellation and termination

8.1 One full calendar month's written notice is required for cancellation unless different notice provisions are expressly stated for the relevant Service. Monthly Services are subject to a minimum three-month term.

8.2 No refunds of fees or charges will be given in the event of early termination unless otherwise required by law or expressly agreed by The Workstation.

8.3 The Workstation may terminate Services immediately if payments remain unpaid, AML or compliance requirements are breached, the Client engages in abusive behaviour, or the Service is materially misused.

8.4 Clients continuing to use a Workstation address after termination may incur fees equivalent to the standard applicable charge together with any reasonable additional costs arising from continued use.

8.5 It is the Client's responsibility to update their address with Companies House, HMRC, banks, suppliers, customers and any other relevant authorities or organisations upon termination.

9. Client contact

9.1 Clients must not contact or attempt to visit partner-managed service locations without prior written permission. All communication, queries and requests relating to the Services must be directed to The Workstation through official channels.

9.2 The Workstation acts as the single point of contact for clients using partner-managed locations and will relay any operational updates as necessary.

10. Liability and indemnity

10.1 The Workstation's total liability for any claim arising from the provision of the Services is limited to the amount paid by the Client for the relevant Service during the one-month period immediately preceding the event giving rise to the claim, or its equivalent under annual or multi-year plans.

10.2 Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.

10.3 Subject to clause 10.2, The Workstation does not accept liability for business interruption, loss of profit, loss of revenue, loss of anticipated savings, loss of business opportunity, loss of goodwill or other indirect or consequential loss.

10.4 Clients agree to indemnify The Workstation and its partners against losses, claims, liabilities, costs or expenses arising from the Client's unlawful use or misuse of the Services or from inaccurate or misleading information supplied by the Client.

11. Confidentiality and data protection

11.1 All personal data is processed in accordance with applicable UK data protection legislation, including the UK GDPR and Data Protection Act 2018. The Workstation and its partners operate appropriate confidentiality and data security procedures.

11.2 The Workstation may share client information with relevant regulatory bodies, local authorities, law enforcement agencies and other public authorities where necessary to comply with legal obligations, prevent fraud, enforce applicable laws or regulations, or protect the Services from misuse.

11.3 Any information shared will be limited to what is reasonably necessary for the specific purpose and disclosed only to appropriate and authorised recipients.

11.4 Further information about how we process personal data, including your rights under applicable data protection legislation, is set out in our Privacy Policy.

12. Communication

12.1 The Workstation may communicate with Clients by email, telephone or secure digital channels. Clients agree to receive communications reasonably required to administer and operate their Services.

12.2 Clients are responsible for ensuring that the contact details held by The Workstation remain accurate and that communications can be received.

13. Formal notice address

13.1 Any formal correspondence or notice to The Workstation should be sent to:

The Workstation
Censeo House
6 St Peters Street
St Albans
AL1 3LF

14. Referral scheme

14.1 From time to time, The Workstation may, at its discretion, offer account credit or other goodwill gestures to clients who successfully refer new business.

14.2 Any reward, credit or benefit granted under a referral scheme is non-transferable, has no cash equivalent and may only be applied against future invoices unless otherwise stated.

14.3 Eligibility criteria, qualifying conditions and the value of any referral reward are determined by The Workstation and may be amended, suspended or withdrawn.

14.4 Only verified referrals, where the referred client clearly identifies the referrer at the time of sign-up, will be considered. The referred client must complete all relevant onboarding steps and activate a qualifying Service plan before any credit is applied.

14.5 Participation in the referral scheme does not create any agency, employment or partnership relationship between the referrer and The Workstation.

15. Company formation services

15.1 The Workstation may provide company formation services either directly or through an authorised third-party provider.

15.2 The Workstation will submit company incorporation applications to Companies House based on the information supplied by the Client.

15.3 The Client is solely responsible for ensuring that all information supplied for incorporation purposes is complete, accurate and lawful.

15.4 The Workstation shall not be liable for delays, rejections or additional costs arising from:

15.4.1 Incorrect or incomplete information supplied by the Client.

15.4.2 The proposed company name being unavailable or rejected by Companies House.

15.4.3 Delays caused by Companies House, government agencies, banking partners or third-party providers.

15.4.4 Additional due diligence or compliance checks required by law.

15.5 Company formation fees are non-refundable once an application has been submitted to Companies House, except where otherwise required by law.

15.6 If an application is rejected by Companies House due to information provided by the Client, any resubmission fees, Companies House fees or applicable administrative charges may be payable by the Client.

15.7 The Workstation does not provide legal, tax, accountancy or financial advice. Clients should seek independent professional advice where appropriate.

15.8 The Workstation makes no guarantee regarding:

15.8.1 Future business success.

15.8.2 Tax treatment.

15.8.3 Banking approval.

15.8.4 Access to finance or funding.

15.9 Company formation Services are considered fulfilled when:

15.9.1 Companies House confirms incorporation of the company; or

15.9.2 Companies House issues a formal rejection or request for amendment based on information supplied by the Client.

15.10 Any complimentary or additional Services included within a company formation package, including but not limited to business telephone numbers, business banking referrals, meeting room credits or address Services, are subject to their own applicable Service terms and conditions.

15.11 Where a Registered Office Address, Director's Service Address or Business Address is included within a formation package, the Client agrees to comply with all Virtual Office Services Terms and Conditions applicable to those Services.

15.12 The Workstation reserves the right to refuse any company formation application where:

15.12.1 Identity verification requirements are not satisfied.

15.12.2 The proposed activity presents a regulatory, compliance or reputational risk.

15.12.3 The business activity is unlawful or reasonably believed to be unlawful.

15.13 Companies House incorporation fees are non-refundable once an application has been submitted, except where otherwise required by law.

15.14 The Workstation reserves the right to amend company formation package contents, included Services and pricing from time to time. Such changes will not affect purchases already completed unless otherwise required by law.

16. Governing law

16.1 These Terms and Conditions are governed by the laws of England and Wales.

16.2 Any dispute arising in connection with these Terms shall be subject to the jurisdiction of the courts of England and Wales.

These Terms apply to all Virtual Office Services delivered by The Workstation, whether hosted at a company-owned address or at a partner-managed site under the Workstation Partner Programme.

The Workstation Head Office

The Workstation
Arquen House
4-6 Spicer Street
St Albans
Herts
AL3 4PQ

01727 260 177
info@theworkstation.co.uk