Agreed Terms

Last updated 4th November 2025

Your attention is particularly drawn to the provisions of clause 5.2 (Elements incorporated within our Services) which stipulates the specific point at which you can use our virtual office space, clause 6 (Address prohibition) and clause 11 (Limitation of liability).

1. About us

1.1 Company details. Virtual Headquarters Limited (company number 09556484) (we and us) is a company registered in England and Wales and our registered office is at Leigh Court Business Centre, Abbots Leigh, Bristol, BS8 3RA. Our main trading address is 2530 Aztec West, The Quadrant, Almondsbury, BS32 4AQ. Our VAT number is 221 2980 33. We operate the website https://www.virtual-headquarters.com/

1.2 Contacting us. To contact us, telephone our customer service team at +44 330 223 2605 or email us at [email protected]. How to give us formal notice of any matter under the Contract is set out in clause 15.2.

1.3 Anti-money laundering. As a company service provider, we are legal required to have procedures which assist in the prevention of money laundering and terrorist financing and are therefore registered with HMRC under The Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017. Our MLR registration number is: XXML00000140310.

2. Our contract with you

2.1 Our contract. These terms and conditions (Terms) apply to the order by you and supply of Services by us to you (Contract). They apply to the exclusion of any other terms that you seek to impose or incorporate, or which are implied by law, trade custom, practice or course of dealing.

2.2 Entire agreement. The Contract is the entire agreement between you and us in relation to its subject matter. You acknowledge that you have not relied on any statement, promise or representation or assurance or warranty that is not set out in the Contract.

2.3 Language. These Terms and the Contract are made only in the English language.

2.4 Your copy. You should print off a copy of these Terms or save them to your computer for future reference.

3. Placing an order and its acceptance

3.1 Placing your order. You may only submit an order using the method set out on our website and via a telephone call with our sales team. If you are placing an order via the website, please follow the onscreen prompts to place your order. Each order is an offer by you to buy the services specified in the order (Services) subject to these Terms.

3.2 Correcting input errors. Our order process allows you to check and amend any errors before submitting your order to us. Please check the order carefully before confirming it. You are responsible for ensuring that your order and any specification submitted by you is complete and accurate.

3.3 Acknowledging receipt of your order. After you place your order, you will receive an email from us with the AML requirements, but please note that this does not mean that your order has been accepted. Our acceptance of your order will take place as described in clause 3.4.

3.4 Accepting your order. Our acceptance of your order takes place when we send an email to you to accept it (Order Confirmation), at which point and on which date (Commencement Date) the Contract between you and us will come into existence. Until you have passed the compulsory initial AML Checks (AML Checks) in accordance with clause 5.2(a) and received an AML Pass Confirmation Notice from us, the Services that we can provide you are strictly limited to completing the AML Checks and reserving you a “reserved space” in accordance with clause 5.2(b). The Contract will relate only to those Services confirmed in the Order Confirmation. Any Additional Services will only commence once you have received an Activation Email from us.

3.5 If we cannot accept your order. If we are unable to supply you with the Services for any reason, we will inform you of this by email.

4. Cancelling your order

4.1 You may cancel the Contract, if you notify us as set out in clause 4.2 by providing notice of the cancellation at least 30 days prior to your next scheduled payment for the Services.

4.2 To cancel the Contract, you firstly need to send us an email at [email protected] requesting a Notice to Cancel Form. Once the form has been completed, a member of the team will contact you to discuss and finalise the cancellation process. When you are emailing us please include details of your order to help us to identify it. Your cancellation notice period is effective from the date you submit the Notice to Cancel Form.

4.3 If you cancel the Contract at least 30 days prior to your next scheduled payment for the Services, we will not charge you at this next scheduled payment date. If you cancel less than 30 days prior to your next scheduled payment then the balance of the outstanding monthly charge will be charged for the next month.

5. Our Services

5.1 Descriptions and illustrations. Any descriptions or illustrations on our site are published for the sole purpose of giving an approximate idea of the services described in them. They will not form part of the Contract or have any contractual force.

5.2 Elements incorporated within our Services:

(a) AML Checks

For all users of Virtual Address services, irrespective of the provider, performance of compulsory initial Anti-Money Laundering and other “Know Your Customer” checks (AML Checks) are required under the Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017. Therefore these checks must be carried out by us on all users of our virtual offices and until you complete them, you are not permitted to use our Virtual Address in any capacity. Subsequent ongoing monitoring and updating of any checks may also be required due to any relevant changes to your business or the regulations.

(b) Reserving you a “reserved space”

Until your AML Checks complete, we will reserve a “reserved space” with your Virtual Address. A “reserved space” does NOT permit you to use the requested virtual office address and/or display, communicate or use the office address in any way.

(c) Use of the virtual office as a business trading address

Once the AML Checks have been satisfied in full we will send you an AML Pass Confirmation Notice via email. Only once you have received this email are you authorised to use the requested Virtual Address in line with the services you have requested. It is your obligation to provide all of the information required for the AML checks as quickly as possible.

The sole permitted use of the Virtual Address is for use as a business trading address. This means you may only use the chosen virtual office address as your trading address. You may use this for advertising purposes. However, provided that we give you the requisite notice, we are not liable for any costs incurred by you (such as branding and stationary costs) in the event that we can no longer provide you with the same business address.

Due to our legal requirements surrounding dealing with post, you must inform us of how you wish for your post to be deal with as part of our Service. You must do so by selecting one of our mail services detailed in our Additional Services in Schedule 1.

(d) Additional Services

The setting up of and the continued provision of the optional Additional Services that you have ordered from the list in Schedule 1 (Additional Services). Any Additional Services which you order will only form part of the Services we provide to you once we have confirmed this in writing and you have paid the requisite fee.

(e) Our telephone and email support in relation to the Services listed at clause 5.2(a) to (d) above.

5.3 Additional Services are only able to commence once you have passed the AML checks. A list of the Additional Services is set out in Schedule 1.

5.4 Reasonable care and skill. We warrant to you that the Services will be provided using reasonable care and skill.

5.5 Time for performance. We will use all reasonable endeavours to meet any performance dates specified in the Order Confirmation, but any such dates are estimates only and failure to perform the Services by such dates will not give you the right to terminate the Contract.

6. Address prohibition

6.1 You may only begin using the Virtual Address when we have confirmed that all of the AML Checks have been passed in accordance with clause 5.2(a).

6.2 The Virtual Address provided shall not be utilised for any DVLA (Driver and Vehicle Licensing Agency) related purposes, including but not limited to vehicle registration, licensing, or correspondence.

6.3 The Virtual Address shall not be employed for conducting any adult content business or related activities, including but not limited to adult entertainment, adult products, or adult services.

6.4 The Virtual Address provided shall not be involved in any illegal activities, including but not limited to fraud, money laundering, drug trafficking, or any other criminal endeavours. Users are strictly prohibited from using the Virtual Address for any unlawful purposes, including but not limited to harassment, defamation, or violation of privacy rights.

6.5 The Virtual Address shall not be used for any activities that may cause harm, offence, or inconvenience to others, including but not limited to spamming, phishing, or dissemination of malicious content.

6.6 Users shall not use the Virtual Address for any activities that violate the terms of service of any third-party services or platforms, including but not limited to social media platforms, email providers, or online marketplaces.

6.7 The Virtual Address provided shall not be used for any activities that infringe upon intellectual property rights, including but not limited to copyright infringement, trademark infringement, or plagiarism.

6.8 Users shall not use the Virtual Address for any activities that breach local, national, or international laws and regulations.

6.9 Political parties are not permitted at our premises.

6.10 The Virtual Address shall not be incorrectly held out as your business address where it does not meet the requirements of any platform it is used on, for example, a Google Business Profile. You must adhere to all requirements of the platform that you are using and ensure that the Services that we are providing to you correlate with such requirements.

6.11 Any violation of the terms listed in this clause 6 may result in immediate termination of services and may lead to legal action as deemed necessary.

7. Your obligations

7.1 It is your responsibility to ensure that:

(a) you have supplied us with any information and documentation we require to complete our AML Checks in a timely manner;

(b) you have carried out any online AML Checks that we have requested;

(c) you immediately update us with any changes of address, any change of name or changes to your business ownership to allow us to refresh our AML checks;

(d) you do not use any of our Virtual Addresses until we have provided you with email confirmation that you have satisfied our AML Checks in accordance with clause 5.2(a);

(e) the terms of your order are complete and accurate;

(f) you cooperate with us in all matters relating to the Services;

(g) you provide us with such information and materials we may reasonably require in order to supply the Services, and ensure that such information is complete and accurate in all material respects;

(h) you comply with all applicable laws, including health and safety laws;

(i) you, your employees or associates, must behave in a courteous manner to members of staff and all users of the virtual office when visiting;

(j) you, your employees or associates must act in accordance with any of the building/associated facility rules that apply to the virtual office when visiting; and

(k) you pay for the service in a timely manner as per these Terms and Conditions.

7.2 If our ability to perform the Services is prevented or delayed by any failure by you to fulfil any obligation listed in clause 6.1 (Your Default):

(a) we will be entitled to suspend performance of the Services until you remedy Your Default, and to rely on Your Default to relieve us from the performance of the Services, in each case to the extent Your Default prevents or delays performance of the Services. In certain circumstances Your Default may entitle us to terminate the Contract under clause 13 (Termination);

(b) we will not be responsible for any costs or losses you sustain or incur arising directly or indirectly from our failure or delay to perform the Services; and

(c) it will be your responsibility to reimburse us on written demand for any costs or losses we sustain or incur arising directly or indirectly from Your Default.

8. Charges

8.1 In consideration of us providing the Services you must pay our charges (Charges) in accordance with this clause 8.

8.2 The Charges are the prices set out in our acceptance email which will have been agreed with you at the time you submit your order.

8.3 If you wish to change the scope of the Services after we accept your order, such as including an Additional Service, and we agree to such change, we will modify the Charges accordingly.

8.4 If you use the Virtual Address or any of our other virtual office addresses for Additional Services which you are not paying for, we will charge you for these Services.

8.5 If you opt to pay our Charges monthly you will be invoiced and funds collected on the first day of each month. Your initial invoice will be for the first full month, followed by a pro-rata invoice to bring you in line with the first of each month thereafter. Annual payments will be collected on the anniversary of the original order date. All Charges are collected from the debit/credit card used to purchase services in the first instance, upon agreeing to our terms you agree for your card to be stored for recurring payments.

8.6 If your debit/credit card cannot be charged for any reason, we will retry your payment method after notifying you by email of the payment failure. If after three attempts to collect outstanding Charges no payment is received, we reserve the right to either suspend or terminate your subscription. Should your account fall into arrears, your details will be sent to our debt collection partner who will enforce the collection of the debt.

8.7 Payment for any Additional Services which are volume based, such as additional telephone calls, mail forwarding over your package allowance and telephone number diversion Charges are invoiced a month in arrears.

8.8 Automatic Annual and Six Month Renewals: When signing up for our annual or six-month payment option, you agree that your Services will be automatically renewed at the expiration of the period which you requested. If you do not wish to renew, you must provide us with written notice at least 30 days prior to this renewal. Failure to give notice in the required timeframe will result in you being liable for the renewal Charges which will be collected from your debit/credit card.

8.9 We use our best efforts to ensure that the prices stated for the Services are correct at the time when the relevant information was entered into the system. However, please see clause 8.12 for what happens if we discover an error in the price of the Services you ordered.

8.10 We reserve the right to increase the Charges from time to time. We will provide you with at least 30 days notice via email if we do so.

8.11 Our Charges are exclusive of VAT. Where VAT is payable in respect of some or all of the Services you must pay us such additional amounts in respect of VAT, at the applicable rate, at the same time as you pay the Charges.

8.12 It is always possible that, despite our reasonable efforts, some of the Services on our site may be incorrectly priced. Where the correct price for the Services is less than the price stated on our site, we will charge the lower amount and if the correct price for the Services is higher than the price stated on our site, we will contact you as soon as possible to inform you of this error and we will give you the option of continuing to purchase the Services at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing. However, if we mistakenly accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may cancel supply of the Services and refund you any sums you have paid.

8.13 If you fail to make a payment under the Contract by the due date, then, without limiting our remedies under the Termination clause, you will have to pay interest on the overdue sum from the due date until payment of the overdue sum, whether before or after judgment. Interest under this clause will accrue each day at 4% a year above the Bank of England’s base rate from time to time, but at 4% a year for any period when that base rate is below 0%.

8.14 You shall pay all amounts due under the Contract in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).

9. Intellectual property rights

9.1 All intellectual property rights in or arising out of or in connection with the Services (other than intellectual property rights in any materials provided by you) will be owned by us.

10. How we may use your personal information

10.1 We will use any personal information you provide to us to:

(a) provide the Services;

(b) process your payment for the Services;

(c) to comply with all relevant legislation and regulation; and

(d) inform you about similar services that we provide, but you may stop receiving these at any time by contacting us.

10.2 We will process your personal information in accordance with our privacy policy, the terms of which are incorporated into this Contract. Please see view our privacy policy on our website: https://www.virtual-headquarters.com/privacy-policy/

11. Limitation of liability: YOUR ATTENTION IS PARTICULARLY DRAWN TO THIS CLAUSE.

11.1 Nothing in the Contract limits any liability which cannot legally be limited, including liability for:

(a) death or personal injury caused by negligence;

(b) fraud or fraudulent misrepresentation; and

(c) breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession).

11.2 Subject to clause 11.1, we will not be liable to you, whether in contract, tort (including negligence), for breach of statutory duty, or otherwise, arising under or in connection with the Contract for:

(a) loss of profits;

(b) loss of sales or business;

(c) loss of agreements or contracts;

(d) loss of anticipated savings;

(e) loss of use or corruption of software, data or information;

(f) loss of or damage to goodwill; and

(g) any indirect or consequential loss, such as losses you may incur in connection with us having to change the location of the Virtual Address provided to you.

11.3 Subject to clause 11.1, our total liability to you arising under or in connection with the Contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, will be limited to 100% of the total Charges paid under the Contract; or £3,000 whichever is greater.

11.4 We have given commitments as to compliance of the Services with the relevant specification in clause 5. In view of these commitments, the terms implied by sections 3, 4 and 5 of the Supply of Goods and Services Act 1982 are, to the fullest extent permitted by law, excluded from the Contract.

11.5 Unless you notify us that you intend to make a claim in respect of an event within the notice period, we shall have no liability for that event. The notice period for an event shall start on the day on which you became, or ought reasonably to have become, aware of the event having occurred and shall expire 12 months from that date. The notice must be in writing and must identify the event and the grounds for the claim in reasonable detail.

11.6 This clause 11 will survive termination of the Contract.

12. Confidentiality

12.1 We each undertake that we will not at any time, disclose to any person any confidential information concerning one another’s business, affairs, customers, clients or suppliers, except as permitted by clause 12.2.

12.2 We each may disclose the other’s confidential information:

(a) to such of our respective employees, officers, representatives, subcontractors or advisers who need to know such information for the purposes of exercising our respective rights or carrying out our respective obligations under the Contract. We will each ensure that such employees, officers, representatives, subcontractors or advisers comply with this clause 12; and

(b) as may be required by law, a court of competent jurisdiction or any governmental or regulatory authority.

12.3 Each of us may only use the other’s confidential information for the purpose of fulfilling our respective obligations under the Contract.

13. Termination, consequences of termination and survival

13.1 Termination. Without limiting any of our other rights, we may suspend the performance of the Services, or terminate the Contract with immediate effect by giving written notice to you if:

(a) you commit a material breach of any term of the Contract and (if such a breach is remediable) fail to remedy that breach within 14 days of you being notified in writing to do so;

(b) you fail to pay any amount due under the Contract on the due date for payment;

(c) you act in a manner which is or may be detrimental to our business reputation;

(d) you take any step or action in connection with you entering administration, provisional liquidation or any composition or arrangement with your creditors (other than in relation to a solvent restructuring), applying to court for or obtaining a moratorium under Part A1 of the Insolvency Act 1986, being wound up (whether voluntarily or by order of the court, unless for the purpose of a solvent restructuring), having a receiver appointed to any of your assets or ceasing to carry on business;

(e) you suspend, threaten to suspend, cease or threaten to cease to carry on all or a substantial part of your business;

(f) your financial position deteriorates to such an extent that in our opinion your capability to adequately fulfil your obligations under the Contract has been placed in jeopardy;

(g) the Virtual Address receives a visit from a bailiff pursuing your business;

(h) the Virtual Address receives a visit from an irate customer, employee or supplier of your business;

(i) the Virtual Address receives a significant amount of post that relates to, or is perceived to relate to debt from your business by third parties;

(j) you, your employees, your customers or associates have behaved inappropriately at the Virtual Address;

(k) there are reasonable grounds to suggest that your business may be involved in fraudulent or other illegal activities;

(l) our ongoing AML monitoring checks reveal adverse information which no longer places you or your business within our acceptability criteria.

13.2 Consequences of termination

(a) Rights and remedies. Termination of the Contract will not affect your or our rights and remedies that have accrued as at termination.

(b) Survival. Any provision of the Contract that expressly or by implication is intended to come into or continue in force on or after termination will remain in full force and effect.

(c) Actions required to be undertaken by you. It is your responsibility to notify all relevant parties of the change in address past your account cancellation date, including all online and offline media. We allow 3 days past your account cancellation date (‘Grace Period’) for our Virtual Address to be removed from all online and offline media. Address checks will be conducted after the Grace Period and if evidence is found that our Virtual Address is still in use, an immediate £100 + VAT fine will be charged. Fees will be taken from the credit/debit card we hold on file.

(d) Telephone calls. Any telephone calls received after the termination of the contract will not be forwarded.

(e) Mail. Any mail held on-site and uncollected by the termination date will be returned to the sender, and any future mail received will be returned to the sender.

(f) Refunds. No refunds will be issued to you, unless you have terminated the contract due to an Event Outside Our Control.

14. Events outside our control

14.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under the Contract that is caused by any act or event beyond our reasonable control (Event Outside Our Control).

14.2 If an Event Outside Our Control takes place that affects the performance of our obligations under the Contract:

(a) we will contact you as soon as reasonably possible to notify you; and

(b) our obligations under the Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. We will arrange a new date for performance of the Services with you after the Event Outside Our Control is over.

14.3 You may cancel the Contract affected by an Event Outside Our Control which has continued for more than 30 days. To cancel please contact us. If you opt to cancel we will refund the price you have paid, less the charges reasonably and actually incurred us by in performing the Services up to the date of the occurrence of the Event Outside Our Control.

14.4 One example of an Event Outside Our Control is the cancellation by the owner, leasee, manager or other representative of the Property cancelling its contract with us to provide the Property for the purpose of our Services. If this happens, we will give you as much notice as possible. If available, we will also offer you an alternative Virtual Address.

15. Communications between us

15.1 When we refer to “in writing” in these Terms, this includes email.

15.2 Any notice or other communication given under or in connection with the Contract must be via email.

15.3 A notice or other communication is deemed to have been received if sent by email, at 9.00 am the next working day after transmission.

15.4 The provisions of this clause will not apply to the service of any proceedings or other documents in any legal action.

16. General

16.1 Assignment and transfer

(a) We may assign or transfer our rights and obligations under the Contract to another entity.

(b) You may only assign or transfer your rights or your obligations under the Contract to another person if we agree in writing.

16.2 Variation. Any variation of the Contract only has effect if it is in writing and signed by you and us (or our respective authorised representatives).

16.3 Waiver. If we do not insist that you perform any of your obligations under the Contract, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you or that you do not have to comply with those obligations. If we do waive any rights, we will only do so in writing, and that will not mean that we will automatically waive any right related to any later default by you.

16.4 Severance. Each paragraph of these Terms operates separately. If any court or relevant authority decides that any of them is unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

16.5 Third party rights. The Contract is between you and us. No other person has any rights to enforce any of its terms.

16.6 Governing law and jurisdiction. The Contract is governed by English law and we each irrevocably agree to submit all disputes arising out of or in connection with the Contract to the exclusive jurisdiction of the English courts.

 

Schedule 1 – Additional Services

(a) Registered office address
You may use the virtual office address that you have selected in your order (Virtual Address) as your registered office address at Companies House.

(b) Directors’ service address
You may use the virtual office address that you have selected in your order (Virtual Address) as your Director’s service address at Companies House.

(c) Updating registered office
We offer an admin service to update your registered address and/or director’s address via AD01 and CH01 forms respectively. Please note that if you have previously had an RP07 submitted or you have your address listed as the Companies House default address or are part of the PROOF scheme, any AD01 or CH01 form we submit on your behalf will likely be rejected, and there will be no refund. You must contact Companies House directly to update your address after your account activation.

(d) Meeting room and hot desk hire
Meeting rooms and hot desks are available from our office partners, these can be booked on a pay-as-you-go basis (by the hour, half-day, or full-day). Should you wish to book one, we will provide you with the terms of use of such meeting rooms.

(e) Mail collection
If you have ordered our mail collection Additional Service, you must collect your post within 2 weeks from the date it was delivered. Acceptance of delivery of parcels is not guaranteed and will be dependent on your chosen Virtual Addresses’ storage facilities and prior agreement with us. Parcels weighing over 5kg are not accepted. Please note that we will not hold mail for longer than 3 months, this time period will be shortened at our discretion if quantities of mail become excessive. We will send you reminders when your post is waiting, but if mail is not collected on time, we may switch your service to mail forwarding at an additional charge, which shall be added to your invoice and payable by you.

We will only accept incoming mail for the company names specified within your welcome email. If you have additional trading names/company name variations please let us know. Additional charges may apply.

You must notify us of who is authorised to collect your mail.

We require sight of your/your representatives’ ID upon collection of your post.

We have a right to open mail if we suspect it may contain something illegal/is fraudulent.

(f) Mail forwarding
If you order mail forwarding as an Additional Service, all mail delivered to you at the Virtual Address will be forwarded by first class Royal Mail to the UK address specified by you during the sign-up process as soon as reasonably possible after receipt at the Virtual Address. In the event that mail delivered to you at the Virtual Address is not addressed in such a way that we are able to verify from the outside packaging that it is addressed to you, we reserve the right to open such mail to determine for whom it is intended. We do not guarantee or assume responsibility for any mail forwarded on your behalf.

Acceptance of delivery of parcels is not guaranteed and will be dependent on your chosen Virtual Addresses’ storage facilities and prior agreement with us. Parcels weighing over 5kg are not accepted. Outgoing parcels are charged at Royal Mail’s current franking rates plus a 20% admin charge. You agree for these charges to be included in your invoice for that calendar month, to be collected in line with your billing cycle.

We will only accept incoming mail for, and forward mail for, the company names specified within your welcome email. If you have additional trading names/company name variations please let us know. Additional charges may apply.

(g) Mail scanning
If you order mail scanning as an Additional Service, we will include mail forwarding as a compulsory Additional Service alongside our mail scanning service to uphold our Anti-Money Laundering (AML) policies, ensuring a physical address linkage. Additionally, we will only scan mail to business email addresses with corresponding URLs, such as those without domains like Hotmail, Gmail, or Yahoo. The charges for the mail scanning and mail forwarding will be included in your invoice for that calendar month, to be collected in line with your billing cycle.

(h) Telephone answering
Our telephone answering Additional Service enables calls to a telephone number designated by us to be answered in the company name specified by you. Calls will be handled according to instructions specified by you. If you request this Additional Service you will receive a welcome pack detailing the service levels and ongoing charges.

(i) Telephone number service
If you order our telephone number service as an Additional Service, you will be assigned either a local geographic or national telephone number according to your request after signing up for this Additional Service. You need to specify whether your number is to be diverted to either a mobile or a landline number. Although infrequent, diversion charges are subject to change, we will give 30 days’ notice of any such changes. If you require diversions to a non-UK number, additional charges and terms may apply.