Virtual Office MadeSimple 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.
Virtual Office MadeSimple 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 Virtual Office MadeSimple will not be held liable for any immediate or consequential loss whatsoever.
The mail forwarding services provided do not allow for the use of any of our addresses as a registered office address.
Multiple company names and/or trading names cannot be applied to a single mail forwarding account unless specified. If one company has multiple trading names, and it is expected that post will arrive for more than one trading name, each extra trading name will be charged at a rate of £9.99 + VAT per month. Post will not be forwarded for trading names that have not been registered with us and paid for.
Multiple company names and/or trading names cannot be applied to a single telephone answering service. Each account is allocated one telephone number which is answered in one company name. A separate account must be set up for each original company name and phone number.
Payment of services
You agree to pay the amounts agreed according to the terms stipulated by us. Payments for services are normally made a month in advance apart from the initial payments which are for three or six months in advance. Upon sign up, the client will set up an automated payment account with Sage Pay. Clients with a UK bank account have the option to set up a direct debit with GoCardless or Paypal. The automated payments will commence as soon as the prepaid period of 3 months or 12 months has been completed.
Standard letters are forwarded in an envelope classified as a 'large letter' by Royal Mail
Services will be refunded (minus card processing fees and minus the value of the service that is provided up to the point you cancel) provided we are notified within 14 days of the purchase taking place.
Card processing fees refers to both the merchant fees (for the purchase and refund transactions) and the administration costs in cancelling your service. The card processing fee for all refunds will be 5% of the transaction value or £5, whichever is the greater.
No refunds are available in respect of parts of a package.
Either party (the Customer or Virtual Office MadeSimple) is free to cancel the virtual office service by giving a full calendar month's notice in writing.
Virtual Office MadeSimple reserves the right to cancel the service with immediate effect should the company believe there to be a tangible risk to its business and/or reputation.
It is the customer's responsibility to cancel any Futurepay agreement after this period. Any additional amounts received after the one month's cancellation notice period which is not owed for any services provided will be refunded to you at our discretion. Any remaining deposit, must be claimed in writing by the customer within 30 days of the termination of the service. If your postage deposit was added by us due to it being part of a special offer or package no refund will be due.
Any additional charges will be payable when invoiced. Virtual Office MadeSimple 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. Virtual Office MadeSimple reserve the right to ask for a deposit to be paid before resuming services.
Fixed price mail forwarding
Customers receiving mail forwarding services and on a fixed price plan are subject to a fair use policy of 30 letters a month. Customers can increase the fair usage limit in increments of 30 (£10 per month for each increment of 30 items). If a customer exceeds their fair usage limit of 30 items, their account will automatically be billed for the excess items received that month and the account set to an appropriate higher tariff, charged accordingly.
Customers receiving mail forwarding services not on a fixed price plan must keep a float of at least £20 on their account to cover future postage charges. Where average postal charges are greater than this amount, Virtual Office MadeSimple reserve the right to increase the level of the float to a higher amount. International clients who, in our opinion, regularly receive parcels will have to pay the postage deposit by bank transfer, as the costs of forwarding parcels and packages abroad by courier can be quite high.
Disruption to Services
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 terminated by us.
Any mail we receive when your service is terminated will be securely destroyed.
Reinstatement of Services
If your account has been terminated for more than a month, and you wish to reinstate the same service, you will need to contact the admin team on email@example.com and they will advise accordingly.
Collection from the office
If you have an arrangement to collect items from our premises it is important that you collect the item(s) promptly. We will endeavour to inform you that there are items for collection as soon as possible.
Any mail we are holding for collection will be held for a maximum of 7 days after which it will be securely destroyed or at times, returned to sender.
Virtual Office MadeSimple accept no responsibility for loss or personal injury caused to clients or guests when visiting our premises.
Forwarding of Mail
All business and personal mail received will be forwarded on as per the terms of the service subscription. We will do our best to filter out any mail considered as 'junk mail' (mass mail drops, catalogues etc) and securely destroy them. Please note that magazine subscriptions are considered junk mail and are therefore not part of the mail forwarding service. Unfortunately, we cannot under any circumstances make allowances for certain companies or individuals to receive magazines and/or junk mail.
Anyone on our old packages like Just Scan or Scan and Post services will incur a cost per scan. The cost is calculated at 50p per page up to a maximum charge of £2.50 per document scanned. Each item of mail is scanned separately and incurs a seperate charge as described above. For those clients with the Just Scan service any piece of mail that contains a cheque, bank card, court documents or any other item of mail deemed to be of value will automatically be held for 30 days for collection. After the 30 day expiry, the items will be sent for secure destruction in accordance with BS EN 15713 standards.
For those on the new subscription package, Fixed Price Digital Forwarding, the process is the same however there is no charge for scanning per item but it is subject to the fair usage policy of 30 items per month.
Storage of post/parcels
We will normally hold parcels for 7 days before returning these items. We retain the right at our own discretion to dispose or return to sender any items not collected after a week period. Please note that if items are to be disposed of, they will be securely destroyed.
All parcels we receive (regardless of when they are collected or sent out) will automatically incur our standard handling charge of £2.50 per item. This handling charge will be deducted from your Postal Charges account.
A parcel is defined as any item weighing over 1kg. We will not accept any items weighing more than 10kg or larger then 60cm x 60cm in dimension. We must impose this limit because we are primarily a mail-forwarding service and do not have the storage facilities to house large parcels.
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. Items sent by courier will not be left with a neighbour if they cannot be delivered to the specified address. Depending on size and weight we will typically send these items out by Royal Mail Special Delivery or CYC courier services. 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.
We will not be able to complete any waybills on your behalf for alternative couriers.
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.
Virtual Office MadeSimple will not be held liable for loss of parcels sent out from our office. Whilst we do not insure outgoing parcels, we do offer you the option to add on insurance before the item is posted. We highly recommend taking out this insurance if your items are of value. The cost of insurance is 2% of the product value with a minimum of £20.
If the courier is unable to deliver your parcel, they will leave you a card with details on where you can collect your parcel and for how long they will hold the item. If you fail to collect within their specified time period, the parcel will be returned to our office. The charge for this return is £20 and this will be applied to your account.You will need to make this payment before we can arrange to have the item resent (at the standard cost).
Secure Destruction of Post Items
We hold the right to securely destroy any item that has been received at the offices of Virtual Office Made Simple. Some reasons as to why this may occur include, but are not limited to: not having the relevant services employed for us to process an item, item/s addressed incorrectly and/ or items that have been returned to us as undeliverable.
All services provided by Virtual Office MadeSimple and any information provided by you in the course of our business relationship will be kept strictly confidential. Your name will not be provided to the general public as a reference without your permission. We will however co-operate with the relevant Government authorities in the UK should they request information to assist in an official investigation.
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.
Changes to your service
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.
It is the responsibility of the customer to keep their contact and forwarding details up to date.
Updates & Price changes
Prices of all subscriptions, services and products can be subject to change with or without prior notice.
We reserve the right at any time to modify or discontinue, temporarily or permanently, a subscription (or any part thereof) with or without notice.
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/or our 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. Documents must be certified by a solicitor, accountant, post office, local council, doctor, minister of religion or notary (accompanied by a relevant stamp). Clients in countries outside the EU will need to provide documents notarised by a Public Notary.
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 securely destroyed, or at times, returned to sender. These must be received within 10 days of the initial payment. Failure to provide the required documents in the allotted time will result in the termination of your account.
Use of Meeting Rooms
Our meeting rooms can be booked by the hour via https://www.londonpresence.com/roombooking/
Changing Your Meeting Room Booking
You may change the date and/or time of your booking by emailing firstname.lastname@example.org and quoting your booking reference and booking time/date. There is no charge to change your booking time/date.
Cancelling Your Meeting Room Booking
To cancel your booking please email email@example.com quoting your booking reference and booking time/date. If you give at least 48 hours notice you will be entitled to a full refund. We do not offer refunds on cancellations with less than 48 hours notice. If you give less than 48 hours notice you will be able to either reschedule your booking or have a credit placed on your account for future use. The credit needs to be used within 6 months of issue.
Google Maps and Other Online Map Tools
The purchase of any address service, including but not limited to our Virtual Office Packages does not entitle the customer to list the address as a physical location on Google Maps, Google My Business or any other similar tool used for advertising a physical location.
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