Virtual Office Services Terms and Conditions

This document (together with the documents referred to in it) sets out the terms and conditions on which we supply our Virtual Office services (Services) to you.

By ordering any of our Services, you agree to be bound by these terms and conditions. If you do not accept these terms and conditions, you will not be able to be signed up for any of our virtual office services.
These terms and conditions are valid for virtual office services at the following sites:

• Arquen House, 4-6 Spicer Street, St Albans, Herts, AL3 4PQ

• Censeo House, 6 St. Peters Street, St. Albans, Herts, AL1 3LF

• Bellingham House, 2 Huntingdon Street, St. Neots, Cambridgeshire, PE19 1BG

• Merchant House, 5 East St. Helen Street, Abingdon, Oxfordshire, OX14 5EG

• Kings Head House, 15 London End, Beaconsfield, HP9 2HN

• 42 Watling Street, Radlett, Herts, WD7 7NN

• Three Gables, Corner Hall, Hemel Hempstead HP3 9HN

• Rivers Lodge, West Common, Harpenden, AL5 2JD

• Markham House, 20 Broad Street, Wokingham RG40 1AH

• Director General’s House, 15 Rockstone Place, Southampton, SO15 2EP

1- Your Status

By placing your order for virtual office services, you confirm that:

a) You are legally capable of entering into binding contracts;

b) You will not use any of the rights granted by these terms for any obscene, illegal, immoral or defamatory purposes and will not in any way bring us or our name into disrepute;


2- How The Contract is Formed Between You and Us

2.1 All orders are subject to acceptance by us and the terms of clause 2.2, we will confirm such acceptance to you by sending you an email that confirms that your order has been processed (the Welcome Email). The contract between us (Contract) will only be formed when we send you the Welcome Email, a copy of these terms and conditions is also sent with the Welcome email.

2.2 After we receive your order, we will first send our application email which will detail the next steps required to activate your service. This will include steps (if you have not already done so) to submit copies of your original personal identification for that of the individual applying for the contract along with proof of your current address. Once this has been received and processed we will send you an invoice for payment for your selected service; when payment is received we will send your Welcome Email.


3- Supply For Services

3.1 Services will commence on the date set out in the Welcome Email (Start Date) and will be provided for the initial term selected by you. Thereafter you will be contacted regarding your renewal instructions (annual service). For monthly rolling services these will continue until either party provides not less than one month’s written notice to the other party of its intention to terminate the Contract.

3.2 All fees and charges are payable in English Pounds.


4- General Terms

4.1 Your Obligations/You shall:

a) Ensure that the terms of any order and any information you provide are complete and accurate;

b) Co-operate with us in all matters relating to the provision of the Services;

c) Provide us with such information and materials we may reasonably require in order to supply the Services and ensure that such information is accurate in all material respects.

d) Co-operate and comply with all requests made by us to ensure The Money Laundering Regulations 2007 are met – for more information please visit link to Money Laundering Regulations explanation document.

4.2 We are under no obligation to send you a Welcome Email, and we will not send you a Welcome Email until we have received personal identification documentation and payment for your service. The ID should be that of the person responsible for the company or business (director or owner) applying for the contract along with a council tax bill or bank statement showing the director’s or owner’s current home address information (no more than 6 months old). We will carry out identity checks on each individual, partner, director and corporation. For the individual(s) involved – these checks will leave a ‘soft credit search’ that does not leave any visible footprint for lenders but is vital in establishing proof of identity. If these identity checks are failed, and the correct documentation cannot be supplied – we will be unable to activate your account, you will then be issued a refund minus the non-refundable £15 administration fee to cover our costs in carrying out these identity checks.

4.3 We are required to carry out identification checks for any individual for whom we receive mail under your service and so this formality will need to be completed for any/all of your virtual office service mail recipients and will incur a £15 administration fee.

4.4 Due to the type of services we provide any compensation claim shall be limited in total to one month’s service fee (or its equivalent if the contract term is charged annually). We cannot accept any compensation claim that is the result of consequential loss to your business and, by accepting these terms you fully agree to indemnify us from any such claim.

4.5 We are required, by current legislation, to report to the Serious Organised Crime Agency (SOCA) where we know or suspect that a transaction involves Money Laundering or Terrorist Financing. By instructing us to act on your behalf in accordance with our Terms of Business you give us irrevocable authority to make a disclosure to SOCA if we consider it appropriate



5- The Services

5.1 The Services will be those services set out on our Website at the time you order the Services from us.

5.2 Virtual Mailbox – Customers may use the chosen business centre (the Centre) as their mail forwarding address (If a registered address and/or Director’s Service Address is included in your service, upon termination of our contract you agree to inform Companies House of the change of address within seven days). Users of the Registered Address and/or Director’s Service Address Package – this service includes the forwarding of mail from Companies House, HMRC and the Information Commissioner. These government organisations will always write to the registered address held on their records. If your company has a letter, notice or document ‘served’ at the registered office address then we will also forward this mail to you. There are several government bodies that will write to any address and you should always provide them with your physical address to avoid confusion.

a) Can I use my address on a driving license? Remember that, to hold a UK driving license you must either have a British Passport, or be a legal resident in the UK. You can use it as your correspondence address, but must not claim it to be your residence. The advice from the DVLA is to include a short note with your application, explaining why you need to use an accommodation address; that you are constantly travelling, are living abroad temporarily, or simply have no fixed address in the UK etc.

b) Can I register a car to my accommodation address? The DVLA advice on submitting a V5C (log book) is exactly the same as above section 5.2 (a).

c) Can I apply for a passport from the address? Falsely claiming the mailbox address as your ‘place of residence’ may leave you liable to prosecution. UK expats, however, can use the mailbox as their correspondence address when renewing a British passport from abroad. Read the Passport Office website.

d) Can I use the address to open a Bank Account? Whilst you can use it as a mailing address for your bank statements etc., claiming it to be your residential address when opening a bank account will almost certainly cause a problem when the bank carries out its own due diligence checks and does not find you listed on the local Electoral Roll.

5.3 Corporate Upgrade – This service is provided for regulated organisations who wish to use the business centre as their client’s Registered Office Address. A disclaimer will be signed to allow the organisation to take responsibility for MLRO checks for their clients. This option is only used for registered business address purposes for Companies House and HMRC (not for trading purposes) and a charge of £55 per client company registered applies.

5.4 Mail – Incoming mail will be handled as per your selection during sign up. The post forwarding service incurs a handling charge of £3.50 and postage is charged at Royal Mail first class rates. We reserve the right to open any items before collection or forwarding that may be suspected of containing dangerous or illegal objects/substances or to provide information to the police or other investigative bodies where it is our belief that our services are being or have been used for criminal or fraudulent purposes. We reserve the right to open any mail that is not clearly identifiable to establish the recipient.

5.5 Mail handling – All mail delivered to you at the Virtual Mailbox address will be forwarded by first class Royal Mail to the address (United Kingdom only) specified by you during the sign-up process on average once per week. In the event that mail delivered to you at the Virtual Office address is not right to open such mail to determine for whom it is intended. The Workstation does not guarantee or assume responsibility for any mail forwarded on behalf of the client.

5.6 Mail scanning – Where you select to have your mail opened and scanned to email, you authorise us to destroy the original item of mail once electronic receipt has been confirmed, or within 30 days of sending the scan, whichever is sooner.

5.7 Physical Mailbox – We will receive on your behalf all pre-paid mail addressed to you and will deposit the same into your mailbox.If a registered address and/or Director’s Service Address is included in your service all your statutory mail will be placed in your mailbox. At Business Centres where there is no concierge, mail will be allocated to mailboxes at least twice per week. Allocation of mail will be suspended during the Christmas Shut down period.

5.8 Any person having possession of your mailbox key or code is deemed to be authorised by you and we will not be bound to enquire into the authority of such a person. We will not be liable for any loss or damage arising in the event that the key is in the possession of an unauthorised person.

5.9 You may telephone or email to enquire whether there is mail for you. We are not obliged to open and read mail or advise who it is from.

5.10 Parcels – We do not accept responsibility for the safe receipt or storage of parcels at any of our business centres and we require customers to arrange collection of these parcels within one week. In the event that parcels require forwarding, these are charged at Royal Mail’s current franking rates plus packaging, and a handling charge of £15.00

5.11 Telephone Number Services – Telephony and Virtual Receptionist services are provided via a partner organisation and you will be bound by the separate terms and conditions of this organisation.

5.12 Third party enquiries In the event that we receive third party enquiries for you or your business at any of our offices by telephone, email or in person please note that we will advise the third party that you do not have a physical or trading presence at our address but that we will pass their details on to you to enable you to make contact with the third party.

5.13 Special Delivery Items Our business centres do not have a manned reception or concierge service. Therefore, while we make every attempt to facilitate deliveries to our buildings, we cannot guarantee that Special Delivery items requiring a signature will be signed for, and so clients are advised that they may need to make alternative arrangements for such deliveries.


Price and payment

Prices are as quoted on our Website, except in cases of obvious error, and exclude VAT. Payment can be made online and services are not activated until payment is processed.

5.15 Direct Debit: The Client will be required to set up a Direct Debit for payment of services. Direct Debits are utilised by The Provider in order to save resources on administration and chasing potential bad debts, therefore, if the Client prefers not to pay by Direct Debit an additional fee of £6.50 + VAT will become chargeable.

5.16 Direct Debits are processed within 3 working days.

5.17 The Workstation fees are invoiced and collected in line with your original start date and agreement. All fees and charges are collected via your Direct Debit mandate If your Direct Debit mandate cannot be charged for any reason, we will retry your payment method after notifying you by email of the payment failure. If after three attempts to collect outstanding fees no payment is received, we reserve the right to either suspend or terminate your subscription. Should your account fall into arrears, we reserve the right to pass on your details to a third-party collection agency for retrieval of the outstanding debt. Late payment and penalty:

a) All invoices are due for payment on the due date.

b) Late fee dates will vary based on the type of service/invoice that is provided.

c)To pay to the Licensor ¼ % per day +VAT of any outstanding moneys if remaining unpaid by the 14th of the month up to a maximum of 50% of the outstanding moneys plus a one-off fee of £7.50 + VAT on each occurrence the Provider has to remind the Client in order to defray bank interest and to cover administration time and paperwork, up to a maximum of 3 reminders per month)

d) If the Client disputes any part of an invoice, the Client must pay the amount not in dispute by the due date or be subject to such late fee and penalty.

e) The Provider also reserves the right to withhold services (including for the avoidance of doubt, denying the Client access to the Client’s mail) while there are any outstanding fees, penalties and interest or the Client is in breach of the Service Agreement

f) The Client will pay a fee of £7.50 +VAT or the maximum amount permitted by law for any returned payments due to insufficient funds.

g) should any charge be made from a failed direct debit payment process, the Licensor reserves the right to charge a fee of £35 +VAT.

5.18 You can change your subscription, update billing details, and view previous invoices at any time by logging in to your portal – details of which are released upon joining.
5.19 Automatic Renewals: When signing up for our annual payment option, you agree that your services will be automatically renewed at the expiration of your initial term. If you do not wish to renew, you must provide us with written notice at least one month prior to this renewal. Failure to give notice in the required timeframe will result in you being liable for the renewal fees which will be collected from your Direct Debit mandate.
5.20 Renewal Fee: A renewal fee of £20.00 is charged upon the anniversary of your initial subscription. The fee is payable without any deductions. If the renewal fee is not paid when due, the service may be suspended without notice, until such payment is made.


6- Cancellation

6.1 You can give notice to cancel your service at any time by emailing One calendar month’s notice is required. No refunds of any fees or charges will be given in the event of early termination of your contract

6.2 Without prejudice to any rights that have accrued under these terms or any of the rights or remedies stated, we may at any time terminate a Contract with immediate effect by giving written notice to you if:

a) You fail to pay any amount due under a Contract on the due date for payment; or

b) You commit a breach of any material term of a Contract and (if such breach is remediable) fail to remedy that breach within a period of 14 days after being notified to do so; or

c) You become insolvent or go into liquidation; or

d) You suspend payment of your debts or are unable to pay your debts as they fall due; or

e) You enter into any compromise or arrangement with your creditors to reschedule any of your debts; or

f) Any action is taken for or in connection with your winding up; or

g) An administrator is appointed over you; or

h) You are the subject of a bankruptcy petition or order; or

i) You or someone you have authorised to enter into the Centre act in a manner incompatible with ordinary office use or in breach of our Office Regulations; or

j) You act in a manner which is or may be detrimental to our business reputation.

6.3 In the event of termination of any Contract, you shall notify your change of address and telephone number to all relevant parties. Any postal mail received after termination of the Contract will not be forwarded and postal mail will be returned to the sender. We will not be under any obligation to enter into correspondence with you after termination of any Contract in accordance with its terms. Failure to notify your contacts after termination may result in further fees or charges.

6.4 We monitor the use of our Virtual Office addresses. 30 days after termination occurs, if you continue to use the Virtual Office Address for any marketing purposes, including your own websites, Google My Business or Directory Sites – you will be subject to fees totaling the standard rental amount due over the period, plus £50+VAT for every subsequent month. (For example, address cancelled on the 1st Jan, but evidence is found of the address in use on your website in April you will be subjected to 3 months virtual office fee for Feb, March and April plus £150.


7- Intellectual Property Rights

All intellectual property rights, which include but are not limited to all patents, copyright and related rights, trade marks, domain names, rights in goodwill or to sue for passing off, rights in designs, database rights, rights in confidential information (including know-how and trade secrets) and any other intellectual property rights, in each case whether registered, registrable or not and including all similar or equivalent rights in any part of the world, subsisting in the Site shall be owned by us.

8- Confidentiality

8.1 A party (Receiving Party) shall keep in strict confidence all technical or commercial know-how, specifications, processes or initiatives which are of a confidential nature and have been disclosed to the Receiving Party by the other party (Disclosing Party), its employees, agents or subcontractors, and any other confidential information concerning the Disclosing Party’s business or its products or its services which the Receiving Party may obtain (Confidential Information). The Receiving Party shall restrict disclosure of the Confidential Information to such of its employees, agents or subcontractors as need to know it for the purpose of discharging the Receiving Party’s obligations under the Contract, and shall ensure that such employees, agents or subcontractors are subject to obligations of confidentiality corresponding to those which bind the Receiving Party.

The Receiving Party shall only use the Confidential Information for the purposes for which it was disclosed to it and shall under no circumstances use or disclose the Confidential Information after expiry of the Contract. This clause 9 shall survive termination of the Contract.

9- Written Communication

Applicable laws require that some of the information or communications we send to you should be in writing. When using our site and our services, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing.

10- Notices

All notices given by you to us must be by recorded delivery post to The Workstation, Arquen House, 4-6 Spicer Street, St Albans AL3 4PQ. We may give notice to you at either the e-mail or postal address you provide to us when placing an order.