Terms and Conditions

London Presence 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. 

London Presence 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 London Presence 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. The registered office service is only included in the Mail Box Pro package and the Virtual Office Premium package.

Trading Names

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 £5.99 + 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 either WorldPay or PayPal to pay the monthly subscription fee. Clients with a UK bank account have the option to set up a direct debit. 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

Refund Policy

We do not charge set up fees for any of our services. Most of the set up costs which we incur are taken from the initial three months subscription. 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.

Cancellation Policy

You are free to cancel the virtual office service by giving a full calendar month's notice in writing. It is your 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. 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. 

Any additional charges will be payable when invoiced. London Presence 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. London Presence reserve the right to ask for a deposit to be paid before resuming services.

Deposit 

Customers receiving mail forwarding services 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, London Presence 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 suspended or cancelled by us. Reactivation of a suspended account will be subject to a reactivation charge.

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 is practicable.

Any mail we are holding for collection will be held for a maximum of 30 days after which it will be returned to sender. 

London Presence accept no responsibility for loss or personal injury caused to clients of guests when visiting our premises (moved from further down) 

Storage of post/parcels 

We will normally hold post for 2 weeks before returning these items. Parcels not collected within 5 working days (including the day of receipt) 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.

All parcels we receive (regardless of when they are collected or sent out) will automatically incur our standard handling charge of £5.00 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 then 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.

Your Information 

All services provided by London Presence Virtual Office 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.

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. 

Identity Requirements 

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 acount 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 activiated cannot be processed and will have to be returned to sender. These must be received within 4 weeks 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

We have two rooms available to hire at our EC1 office. Bookings can be made via email or over the phone. Payment must be made at least a day before the meeting commences.