[London Presence] Terms & Conditions

1.2 Information Contained on the Web site

A. While we take all reasonable care to ensure that the information contained on the Website is accurate and up to date, we make no representations, warranties or undertakings about any of the information content or materials provided on the Website (including, without limitation, any as to quality, accuracy, completeness or reliability).

B. All material on the Website is provided for information purposes only and does not constitute legal, accounting or other professional advice, and it must therefore not be relied upon as such. You should arrange your own advice from a qualified party before acting in reliance on any of the information, or purchasing any of the products or services, available on or from the Web Site.

1.3 Force Majeure –supply of goods or services ordered through the Website

A. In connection with the supply of any goods or services ordered by you through the Website, we shall not be liable for any delay or failure to perform any of our obligations if the delay or failure results from events or circumstances outside our reasonable control, including but not limited to acts of God, strikes, lock outs, accidents, war, fire or failure of any communications, telecommunications or computer system, and we shall be entitled to a reasonable extension of our obligations to you (to the extent we owe any such obligations) should a force Majeure event occur.

B. If a Force Majeure event to which this clause applies shall occur, we agree to notify you as soon as practicable. If the Force Majeure event continues for more than 14 days, either party shall have the right to cancel the agreement and where services have been paid for in advance but have not been rendered, you will be entitled to a refund from the date of cancellation for all such services.

1.4 Username and password

A. The website may provide the facility to register in order to gain enhanced access privileges or in order to purchase products or services. If you register, it is your responsibility to maintain the confidentiality of your password. On no account should you disclose your password to anyone else. You agree to indemnify and hold us harmless for any loss or damage we may incur resulting from breach of this clause.

1.5 Data Protection

A. We take our obligations of confidentiality and the protection of your personal data very seriously. We will not, therefore, sell or make your data available to any third party without your prior consent, except for the following limited purposes:

Records of personal data obtained for the purposes of the prevention of money laundering and terrorist financing are processed and kept in accordance with the principles of the Data Protection Act 1998 and shall not be further processed in a way that is incompatible with those purposes. The Money Laundering Regulation (MLR) also gives various governmental or regulatory authorities (such as the HMRC, FCA and the NCA) rights to request access to such information and other relevant records for inspection. By accepting these terms and conditions you give consent to the disclosure of this information.

B. You may amend any information provided to us as part of registration on the Website at any time.

1.6 Cookies

A. Cookies are small data files that are stored locally on your computer and which enable us to tailor your experience in using the Website. Accounts and password information may be stored in cookies. The Website uses cookies, and you are deemed to consent to the use of cookies by using the Website. You can turn off the use of cookies in your Web browser. Please consult the help files for your browser for more information.

1.7 Terminating the use of the Website

A. We may withdraw or suspend your right to access or use the Website at any time, without prior notice and without providing any reason.

Specific Terms and Conditions – londonpresence.com

2.1 Service Levels and Rights

A. 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.

B. The mail forwarding services provided do not allow for the use of any of our addresses as a registered office address.

2.2 What you receive

A. The London Presence mail forwarding service covers the forwarding of all business and personal mail excluding government letters which are processed via our Registered Office Service provided by Companies Made Simple.

B. All business and personal mail delivered must be addressed to 20 Wenlock Road, London, N1 7GU and bear the name of the company.

C. In the event that items are addressed in such a way that we cannot positively verify it is addressed for you, we reserve the right to open such mail to determine for whom it is intended or, return it to the sender.

D. Business and personal mail received will be forwarded on as per the terms of the service subscription (i) first class Royal Mail (untracked); or (ii) electronic scan and email, as soon as reasonably practical and, in any event, no later than 48 hours from the date of receipt.

2.3 Trading Names

A. 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.

B. 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.

2.4 Payment of services 

A. 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.

B. Standard letters are forwarded in an envelope classified as a 'large letter' by Royal Mail

2.5 Refund Policy

A. 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.

B. 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.

C. No refunds are available in respect of parts of a package.

2.6 Cancellation Policy

A. 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.

B. 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.

C. 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.

D. 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.

2.7 Fixed price mail forwarding

A. 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. 

2.8 Mail deposit 

A. 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.

2.9 Disruption to Services 

A. 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. 

B. Any mail we receive when your service is terminated will be securely destroyed. 

2.10 Letters and Parcels received when an Account is Inactive

A. An account may be inactive because of two main factors - either having an expired service or not passing identification checks.

B. When an account is inactive, any letters and parcels will be returned to the sender (providing there is a return address) or will be sent for secure destruction in accordance with BS EN 15713 standards.

C. You can check the status of your account by contacting us via email or logging into your account.

2.11 Reinstatement of Services 

A. 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 cosec@madesimplegroup.com and they will advise accordingly.

2.12 Collection from the office 

A. 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.

B. 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.

C. Upon collecting the mail, we will require identification to ensure that mail is only released to somebody authorised and named on the account, or notified in advance in writing.

D. Virtual Office MadeSimple accept no responsibility for loss or personal injury caused to clients or guests when visiting our premises.

E. If you choose to have an item collected from our office by a third party such as a courier, we accept no responsibility for any liability for damage, loss, incorrect or missing items being collected.

F. Collection hours from the Virtual Office MadeSimple Office (N1 7GU) is 9am - 4pm (Monday - Friday).

2.13 Physical Mail Forwarding

A. Mail is forwarded on a daily basis to the stated forwarding address. You, the consumer, are responsible for providing and ensuring the postal address on your account is correct. We accept no liability where an incorrect postal address has been provided or not updated.

B. 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. 

2.14 Scanning Service

A. 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.

B. For those clients with the Just Scan service, customers can select to have the original letter forwarded (for an additional fee) or collected in person. We will securely store the letter for a maximum of 7 days for collection. 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. 

C. 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. 

2.15 Storage of post/parcels

A. 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. 

B. 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. 

C. 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.

D. 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.

E. We will not be able to complete any waybills on your behalf for alternative couriers.

F. 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.

G. 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.

2.16 Parcel Returns

A. 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). 

2.17 Secure Destruction of Post Items

A. 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. 

2.18 Restrictions

A. We reserve the right to open any items before collection or forwarding that may be suspected of containing dangerous or illegal objects/substances.

B. We reserve the right in our absolute discretion to withhold from forwarding and/or to pass to any relevant authority any mail delivered to you, without notice to you.

2.19 Your Information

A. 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. 

B. 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.

2.20 Changes to your service

A. 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.

B. We reserve the right to vary our terms without prior notice.

C. It is the responsibility of the customer to keep their contact and forwarding details up to date.  

2.21 Updates & Price changes

A. Prices of all subscriptions, services and products can be subject to change with or without prior notice. 

B. We reserve the right at any time to modify or discontinue, temporarily or permanently, a subscription (or any part thereof) with or without notice.

2.22 Identity Requirements 

A. 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. 

B. 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. 

2.23 Use of Meeting Rooms

A. Our meeting rooms can be booked by the hour via Workhub MadeSimple 

2.24 Changing Your Meeting Room Booking

A. You may change the date and/or time of your booking by emailing reception@madesimplegroup.com and quoting your booking reference and booking time/date. There is no charge to change your booking time/date.

2.25 Cancelling Your Meeting Room Booking

A. To cancel your booking please email reception@madesimplegroup.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.

2.26 Google Maps and Other Online Map Tools

A. 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.