Here are our terms and conditions:
This agreement is between City Virtual Hub Ltd and you (“the customer”). This agreement alongside any operating rules, policies, price schedules, or other supplemental documents expressly incorporated herein by reference and published from time to time by City Virtual Hub Ltd constitutes the entire agreement between City Virtual Hub Ltd and you regarding the Virtual Office Mail services.
1. MAIL SERVICES & POSTAGE
(1.1) For Mail Forward Customers all mail delivered to you at the Virtual Office address (“Your Company Name, 49 Greek Street, London, W1D 4EG”) will be forwarded by first class Royal Mail to the address specified by you during the sign-up process as soon as reasonably possible after receipt at the Virtual Office address or in accordance with any other agreed forwarding schedule. For Mail Scan Customers all mail delivered to you at the Virtual Office address (“Your Company Name, 49 Greek Street, London, W1D 4EG”) will be opened, scanned and emailed to you as soon as reasonably possible after receipt.
(1.2) Customers receiving mail forwarding services must keep a float of at least £20 on their account to cover future postage charges. Where average monthly postal charges are greater than this amount, City Virtual Hub Ltd reserve the right to increase the level of the float to a higher amount.
(1.3) Standard letters are forwarded in an envelope classified as a ‘large letter’ by Royal Mail.
(1.4) In the event that mail delivered to you at the Virtual Office address is not addressed in such a way that City Virtual Hub Ltd is able to verify from the outside packaging that it is addressed for you, we reserve the right to open such mail to determine for whom it is intended.
(1.5) The Virtual Office service, including Mail Forward and Mail Scan services, is subject to the City Virtual Hub Ltd fair use policy. Under this policy, if at any time, City Virtual Hub Ltd deem you exceed the level of use reasonably expected from someone using this service for an individual or company, then City Virtual Hub Ltd reserves the right to terminate or suspend your Virtual Office account without prior notice. For Mail Forward and Scan customers this should not exceed 75 items of mail delivered to you at the Address in any calendar month. In such an event that you go above this, a City Virtual Hub Ltd representative will contact you in an effort to establish a reasonable usage charge that will permit you to continue to use the Virtual Office service. This may result in requiring you to purchase an additional membership. Each membership with City Virtual Hub Ltd is for one business entity only. Additional business entities or names will require additional memberships to be purchased.
(1.6) In the event that, for whatever reason (including, without limitation, as a result of any marketing or promotional campaign) you anticipate a material increase in the volume of mail delivered to you at the Address, you will notify us in writing as soon as you become aware of the circumstances likely to give rise to such change in volume.
(1.7) Unless otherwise agreed in writing, the Virtual Office services may not be used for direct marketing services which is likely to result in more than 75 items of mail being delivered to you at the Address in any calendar month.
(1.8) Mail Scan customers – In the event that mail arrives for you that cannot be scanned (e.g. a cheque), we will forward this on to you using 1st Class Royal Mail post. In this situation we will contact you to arrange payment of this postage in advance. If you think this will be a regular occurrence or want your mail forwarded in addition, please contact us so we can make suitable arrangements with you (in certain cases this may require the purchase of an additional Mail Forward package).
(1.9) If a parcel arrives for you. This will be forwarded on immediately paid for out of your postage deposit. Mail Scan customers will be contacted to pay for postage before the parcel is sent. We will normally hold parcels for 2 weeks before returning these items to the sender if forwarding postage is not paid. Parcels not forwarded within 5 working days (including the day of receipt) as a result of you not paying forwarding postage will incur a storage charge of £10.00 per week per item commencing on the 6th day, which will have to be paid before the item is released. We retain the right at our own discretion to dispose or return to sender any items not collected after a two week period.
(1.10) A parcel is defined as any item weighing over 1kg. We will not accept any items weighing more then 10kg or larger than 30cm x 30cm in dimension. We must impose this limit because we are primarily a mail-forwarding service and do not have the storage facilities to safely house large parcels.
(1.11) Any post that has to be signed for will be forwarded on by Special Delivery or a courier of our choice. Any extra costs will be deducted from the client’s postage deposit. Depending on size and weight we will typically send these items out by Royal Mail Special Delivery. We will do our best to ensure that parcels are handled with care, however we cannot offer guarantees or compensation for fragile items such as glass which may be damaged in transit.
(1.12) The postage for any items to be sent out by courier or Special Delivery, weighing over 1Kg must be paid for in advance. We will email you when such a parcel arrives to request payment. Upon receipt of payment, the item will be sent out.
(1.13) No warranties are given for the availability of City Virtual Hub staff being available to sign for, or forward mail delivered to the Virtual Office address outside normal office working hours (09:00 – 18:00), Monday to Friday, excluding bank holidays.
(1.14) Google My Business verification codes will only be permitted for annual contracts.
2. IDENTITY & RISK
(2.1) As company service providers, our ongoing services are subject to client identification legislation including The London Local Authorities Act and Know Your Client rules. We also follow an Anti Money Laundering Policy (AML) which applies to all clients using our mail forwarding and registered office services. All clients who sign up for mail forwarding services will have to provide proof of identification and proof of address documents. A list of accepted documents will be provided after sign up. Clients in countries outside the EU will need to provide documents notarised by a Public Notary.
(2.2) Your account will not be active until your ID has been received and accepted. You should not therefore start to use your service until such time as you receive confirmation that your account has been activated. Any mail received before the account has been activated cannot be processed and will have to be returned to sender.
(2.3) We will accept mail for you that has either 1. Your registered company name; 2. Your personal name; 3. Your trading name (if similar to your registered company or personal name). Multiple company names and/or trading names cannot be applied to a single mail forwarding account. If one company has multiple trading names, and it is expected that post will arrive for more than one trading name, you will be required to purchase an additional Mail package for each individual trading name or company. Post will not be forwarded for trading names that have not been registered with us and paid for.
(2.4) The use of the services is subject to all applicable local, national and international laws and regulations (including without limitation those governing account collection, export control, consumer protection, unfair competition, anti-discrimination or false advertising).
(2.5) City Virtual Hub Ltd will not accept any business which could be construed to be illegal, defamatory, immoral or obscene. Any false detail/information that has been provided will entitle City Virtual Hub Ltd to terminate this agreement immediately.
(2.6) City Virtual Hub Ltd shall not in any event be liable for any indirect or consequential loss, including loss of profit, however it may arise, nor for any liabilities, costs, claims, demands or expenses, any loss, damage, delay or mis-delivery of postal items.
(2.7) All risks in mail delivered to you at the Address shall pass to you without any intervening time upon delivery to the Address and it is your sole responsibility to arrange for appropriate insurance cover from such period.
(2.8) City Virtual Hub Ltd reserve the right in our absolute discretion to withhold from forwarding and/or to pass to any relevant authority, including HM Revenue and Customs, any mail delivered to you at the Address, without notice to you.
(2.9) You will not arrange for or do we permit the delivery of any unlawful, harassing, libellous, abusive, threatening, harmful, vulgar, obscene or otherwise objectionable material to the Address and, in the event that we have reason to believe that any mail delivered to you at the Address is or may be, in anyway, unlawful, harassing, libellous, abusive, threatening, harmful, vulgar, obscene or otherwise objectionable material, we reserve the right to dispose of such mail item as we see fit, and to terminate your account with us at any point.
3. PAYMENTS & CANCELLATION POLICY
(3.1) You agree to pay the amounts agreed according to the terms stipulated by us.
(3.2) Payments for services will be made a month in advance by direct debit mandate or other recurring credit card payment set up.
(3.3) We do not charge set up fees for any of our services. We therefore have a policy that any refunds are at our sole discretion. If any portion of the service has been provided, this will be deducted from the refundable amount.
(3.4) The Customer is free to cancel the virtual office service by giving one full calendar month’s notice from the payment due date in writing. City Virtual Hub Ltd reserves the right to cancel provision of the virtual office service by giving one full calendar month’s notice in writing.
(3.5) It is the customer’s responsibility to cancel any future payments after this period. For any annual plans which have commenced, no refunds will be given, except for those required under standard consumer rights. For any refunds given an amount of £10 or 5% of the extra amount which ever is the greater will be deducted to cover administration fees. On any account postage fees held will be refunded in the event of cancellation subject to a £5 deduction for administration charges.
(3.6) Any additional charges will be payable when invoiced. City Virtual Hub Ltd reserve the right to charge interest at 2% above the Bank of England base rate and/or suspend services in respect of invoices outstanding for 14 days or more. City Virtual Hub Ltd reserve the right to ask for a deposit to be paid before resuming services.
4. DISRUPTION TO SERVICES
(4.1) City Virtual Hub Ltd will endeavour to provide services which exceed your expectations. There may however be occasions due to system failure or other circumstances where our service levels may be affected. City Virtual Hub Ltd in such cases reserves the right to alter the service until such time as we are able the resume normal services. It may be necessary to terminate our contract with you and we reserve the right to do so with immediate effect. In such extreme situations we would endeavour to provide reasonable notice. Although every effort will be made to ensure a reliable service, in the event of any systems or human failure City Virtual Hub Ltd will not be held liable for any immediate or consequential loss whatsoever.
(4.2) It is important that all requested amounts are paid promptly in order to prevent disruption to your service. Failure to pay for one or more parts of your service may result in the whole of your service being suspended or cancelled by us. Reactivation of a suspended account will be subject to a reactivation charge.
5. CHANGES TO YOUR SERVICE
(5.1) Should there be any significant changes made to your service, we will endeavour to give you 4 weeks notice of these changes. Changes made to your service will serve the purpose of improving the services we provide. We will therefore not be held liable for any costs you, the customer, may incur due to the changes.We reserve the right to vary our terms without prior notice.
(5.2) It is the responsibility of the customer to keep their contact and forwarding details up to date.
(5.3) Prices of all subscriptions, services and products can be subject to change with or without prior notice.
(5.4) We reserve the right at any time to modify or discontinue, temporarily or permanently, a subscription (or any part thereof) with or without notice.
6. YOUR INFORMATION
(6.1) All services provided by City Virtual Hub Ltd and any information provided by you in the course of our business relationship will be kept strictly confidential. Your name will not be provided as a reference without your permission.
(6.2) We are working with the major banks and other organisations to detect and prevent credit card fraud. We therefore reserve the right to request appropriate documents such as passports, utility bills and so on in order to establish correct authority for the use of any credit card details given to us.
