Terms of Service
Definitions
You, yourself, the customer,– the individual which the terms and conditions has been agreed by
Our, us, we – the company in this case Trent Solutions (UK) Limited
GMT – Greenwich Mean Time
MLR – Money Laundering Regulations 2007
CCD – Customer Due Diligence
Third parties – A person who is not a party to the Contract shall not have any rights under with it.
Force Majeure – For the purposes of this Contract, Force Majeure Event means an event beyond the reasonable control
- Agreement of the Terms of Service
You agree to this contract namely the “terms of service” upon completing any of the following: making a payment to us via any means, signing or typing your name that you agree, selecting an “I agree” option.
The agreement is made by you, the customer in the capacity of an individual and Trent Solutions (UK) Limited, who are registered with Companies House in England (08527748).We may at times trade as EVS, E.V.S or Eazi Virtual Solutions.
- The Service/s
Our Virtual Office service or also known as the PO Box Rental service is a real street address that can be used as a correspondence address for mail such as letters and small parcels. Mail would be accepted by us in the event that a postman or courier deliveries to the address in question. Mail can be collected free of charge.
The service is for a period of 1 month, 6 month or 1 year as selected at the time of ordering the service. All contracts are recurring unless cancelled. The service comes with either one of the following packages
- 1 Mailbox Name Package
This package allows us to accept mail addressed to one mailing name only.
- Unlimited Mailbox Name Package
This package allows us to accept mail addressed to mailing multiple names.
All mailing names must be provided during the order form or can be provided at a later time strictly in writing. Mail must only be sent to our address when we have sent confirmation in writing of the mailing name being accepted or the account being opened.
Charges for the service will be visible at the time of purchase on our website, online portal or via an invoice that can be emailed to the customer at their request.
- Add Ons
Customers can purchase an add on service during the checkout or at a later time. These services are as follow.
- Mail Scanning
This is a service from where mail that arrives can be opened, scanned and emailed as a PDF document at the rate of £0.30 per page. Scans can only be emailed to the account email address. The original would be held for up to 6 months unless instructed beforehand for this to be destroyed or forwarded on for an extra charge.
- Mail Forwarding
Mail forwarding is a service where we can forward mail onto the customer at regular intervals or as and when it is required. Intervals can be range from every day, a few times a week or fortnightly. The customer can change their mail forwarding preference in writing. Mail forwarding is charged at Royal Mails standard rate of postage + £0.20 per dispatch (not per item). We will only hold one mail forwarding address at a time and all mail will be forwarded addressed to the customer only. The Royal Mail service can be chosen by the customer.
Add on services are payable via an topup account, no credit is given.
- Mailing Names
Mail can be accepted for names other than the customer such as for trading as names, trademarks, companies or other individuals. Mailing names must have a connection to the customer, this could be the trading name if used by them, family members or a director of a company. Any mailing name that is not the customer shall be deemed a third party. The customer must always have the permission from the third party and where requested by us a letter of authority must be provided within 10 days.
- Third Parties
Any mailing name or a person acting on behalf of a mailing name is considered a third party and not entering into this contract. We will not take account instructions from third parties. However third parties with evidence of whom they are can request to have their name removed as mailing name without the customer’s permission strictly in writing. We have no liability to third parties.
- Mail arriving, surcharges & value
Mail will be accepted by reception staff or via a letter box during our working hours only. Mail may be posted via a letter box outside of our working hours. In the event that mail requires a signature and a missed delivery card is left, you give us permission to rearrange delivery. In the event that any redelivery charges are payable because the original attempts were attempted outside of our working hours, we will not be liable for any charges.
In the event that surcharges by customs, couriers, royal mail or for anything similar, we will not be expected to pay theses and any payment or surcharge cards left will be scanned and emailed to you for payment to be made by yourself.
Our address cannot be used to accept mail that will result in us having mail that has a combined value at any one time of £20 or time sensitive mail or other mail that could result in losses of more than £20. You must at your own expense find an alternative solution. In the event mail becomes damaged, lost or returned to the sender while in our possession we will not be liable for any reimbursement of more than £20.
In the event that we believe mail is damaged we will inform the customer via email. Claims should be taken against the retailer or postal/courier service used and not us.
- Money Laundering Regulations
As we are a business registered for Money Laundering Regulations. We have to request proof of address and proof of Identity documents for every customer and at times may have to follow this for third parties, this is known as CDD. When requesting CDD documents of third parties, they shall remain a third party and not become a customer. In the event that CDD is not met, we may have to refuse your business, request further documents/information or evidence. We cannot provide a service until this has been satisfied. Risk assessments and on-going monitoring throughout the business relationship based on account behaviour, payments and not excluding other reasons may result in services being terminated without reason or a business relationship not being entered into. More details can be seen in termination by us section.
Acceptable documents, criteria and other requirements can be obtained by contacting our office as requirements may change subject to law changes and risk assessments.
In the event that we suspect an account of Money Laundering we may have to disclose this to relevant authorities and mail may have to be opened, this is something the customer gives permission for.
- Data Protection
We shall abide to the Data Protection Act 1998 and will be registered with the Information Commissioners Office in the UK as a Data Controller. We will not provide your details for marketing purposes to third parties. However from time to time we may send updates of our services, which can be unsubscribed from.
- Payments
Payments are payable strictly via our website and methods may be favourable or restricted by us. Payments are currently being accepted by Direct Debit and Debit/Credit Card.
Payments must clear before a service commences or top up is applied to be used. Payments for services or add on services must be in the customer’s name, made within their online account and from their account email address.
Credits or payments from other accounts or email addresses cannot be merged or moved from accounts. These payments would have to be cancelled and refunded to the customer.
Payments may be subject to fraud checks and may be declined by payment processors. We cannot accept payments from anyone other than the customer and should not be expected to accept payments via other means. Your payments details will be retained and rebilled for your renewal unless notice is given by the customer.
Payments received later than 7 days could result in your services being terminated and charges being applied. We do not provide credit or credit limits. The customer is personally liable for any payments due and not any third parties.
- Account Top up
Account top-ups can be used for mail scanning or mail forwarding fees and cannot be used to pay for any other services. Topups amounts can be made in multiples of £5. Terms mentioned within section 8 apply. Account topups are non-refundable; we recommend that you use any balance up before closing an account.
- Online Portal & Account Area
We shall provide an online portal and account area from where your account can be topped up. We shall install SSL protections on our domain that you are required to login to for your protection and to keep your details protected and safe. Safety measures may be introduced to protect account safety such as password rules, time outs, lockouts and the blocking of account access for your protection. You agree to provide relevant information in these circumstances such as an IP address of the computer or device you are using, web browser you may be using or any firewalls in place to resolve any issues.
Login details should not be shared with any third parties and should only be accessed by the customer. One online account will be provided for the customer only, we do not offer multiple login accounts or new accounts.
- Customer Services & Support
We shall provide customer services via email, an online form and a telephone number. However some customer support requests may have to be sent in writing to us preferably via email, if this is the case you will be advised of this at the time of the support.
Our contact details can be found on our contact us page or section. We try to provide support within our opening times within 72 hours excluding non-working days however at times we may require additional time in order to respond.
The customer must only make contact with us directly and not request or provide our details to third parties. Any email contact must strictly be from the customers email address that we hold, any contact from similar email addresses or the same domain will not be acceptable and may be ignored.
We will not tolerate any abuse, rudeness, excessive support requests, unreasonable behavior or unreasonable demands from a customer via any means and this may result in the customer’s services being terminated.
Support will only be provided in English and both parties must not rely on language software.
- Opening Times
Our telephone lines are open 10 AM – 5 PM GMT Monday to Friday excluding any bank holidays in England. Attendance to our offices is strictly by appointment only. We may be closed on dates other than on bank holidays and theses will be provided on our contact us page.
- Termination by us
We may terminate services in the event that any part of this contract is breached or not abided to. In the event that this occurs we will inform the customer by sending an email to the account email address or send a letter to the customer’s postal address. The reason/s for termination cannot always be disclosed depending on the breach or related laws. We will take reasonable steps for mail to be returned by marking on the outside of any envelope “return to sender”. Charges for part used services may be refunded at our discretion and if requested by the customer. Where an address is terminated you should cease using our address and update any of your contacts/customers. We will not liable for any losses incurred if your contract has been terminated due to a breach of contract.
- Refunds & Cancellation by you
Services may be refunded if the contract is cancelled within 14 days of the initial payment being made to us unless an extended period has been agreed in writing by us.
After the first 14 days have commenced customers must give one months paid notice and no refund will be due.
Any recurring payment claimed due to contracts not being cancelled before the one month notice requirement will not be refunded and invoices are still payable upon cancelling the service.
Cancelling a recurring payment does not cancel a service/close an account, we must be sent a recorded letter or email of cancellation to our office for both scenario and unused postage/scanning fees are non-refundable after the first 14 days have commenced.
We advise you to spend postage/scanning balances this prior to cancelling if you have any remaining.
In order to avoid your contract rolling over we recommend if you have a yearly contract, contact us to cancel before the 11th month has ended. If you have a 6 monthly contract, contact us before the 5th month has ended and so on
- Complaints Procedure
Customers should try to resolve issues informally via email or telephone. Support requests should be dealt within no more than 7 Days as per our customer services section. If 7 days has passed you have the right to make an official complaint. Complaints should have the subject or header “Official Complaint” and can be posted or emailed to us. We aim to provide a response within 28 days, although we expect this to be much sooner.
- Legal proceedings
Legal proceedings against us or initiated by us should take place in a court local to our offices or to be dealt with by the Money Claims Online service or via paper. Legal proceedings should not be initiated without the complaints procedure being completed and not before a letter before action has been delivered to our offices or delivered to the customers address.
The customer agrees to pay any court fees, expenses, solicitor’s fees or similar costs that have occurred in result of initiating legal action or defending a claim.
If a court or similar authority finds that any provision of this contract is invalid, illegal or unenforceable, the section should be deemed deleted, and the validity and enforceability of the other provisions of the Contract shall not be affected and we should be given a chance to update the section in question.
- Force Majeure
Events such as but not limited to lock-outs, sub-contractor disputes, failure of a power, heating or water, act of God, war, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule, regulation or direction, accident, breakdown of machinery, fire, flood, storm or leases/licenses/rental agreements ending with landlords of our offices. We shall not be liable to the Customer as a result of any delay or failure or termination of service. The customer reserves the right to cancel without any notice requirement if we can not provide our services after 14 days provided cancellation is put in writing.
- Charges
We reserve the right to charge you administration fees for non-payment of invoices, collections, chargebacks, and non-notification of cancellation of recurring payments, late payments and losses incurred by bailiffs removing goods from our locations in confusion believing they belong to you but not excluding others.
- Amendments
Amendments of these terms of service may be made with 14 days’ notice. An amendment notification will be emailed to you. You have the right to cancel with a refund for the unused services if amended terms or conditions are not agreed by you and it is brought to our attention within the 14 days.
- Contact Details
Postal Address and Registered Address is
Trent Solutions (UK) Limited
109 Vernon House
Friar Lane
Nottingham
NG1 6DQ
Telephone 0115 8240009
Email Info@ukmailboxdirect.co.uk
Contact details may change but can be seen on – http://ukmailboxdirect.co.uk/contact-us/
Attendance to our offices is by appointment only unless otherwise stated in writing.