Terms of Business

1. Definitions and Interpretation

1.1 Definitions
In these Terms:

"Account" means the online customer account through which you may manage Services, correspondence, payments and other account information.

"ACSP" means an Authorised Corporate Service Provider, also known as a Companies House authorised agent.

"ACSP Services" means any identity verification, Companies House or related corporate compliance service that we are lawfully authorised and have agreed to provide.

"Business Day" means Monday to Friday, excluding public and bank holidays in England and Wales.

"Client", "Customer", "you" or "your" means the individual, company, partnership, organisation or other business customer purchasing or using our Services.

"Company" means any company, partnership, organisation or other legal entity in relation to which you order Services from us.

"Contract" means the legally binding agreement between you and us for the supply of Services, consisting of these Terms, the Order, the Order Confirmation and any applicable service-specific terms.

"Data Protection Legislation" means all applicable UK legislation relating to privacy and data protection, including the UK GDPR, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003, as amended from time to time.

"Director's Service Address" means an address service supplied for use as a director's or other eligible officer's service address, where included in the Services ordered.

"Identity Verification" means identity verification, customer due diligence, Know Your Customer ("KYC"), Know Your Business ("KYB"), sanctions, PEP, fraud-prevention or other compliance checks that we reasonably or legally require.

"London Trading Address" or "Business Trading Address" means a business correspondence address supplied as part of an applicable Service.

"Order" means your request to purchase Services.

"Order Confirmation" means our written acceptance and confirmation of your Order.

"Registered Office Address" means the registered office address service supplied to an eligible Company under an applicable package.

"Service Address" means any address supplied by us for use under a Registered Office Address, Director's Service Address, Business Trading Address or other address-related Service.

"Services" means the services supplied or to be supplied by us under a Contract, as described on Our Site, during checkout and/or in your Order Confirmation.

"Subscription" means a Service supplied for a recurring or fixed subscription period.

2. Information About Us

2.1 Our Site is owned and operated by:
Prestige Virtual Office

2.2 Prestige Virtual Office provides virtual office and business support services through www.prestigevirtualoffice.co.uk.
Any business address, Registered Office Address, Director's Service Address or Trading Address supplied to a customer as part of a Service is a service address provided under the relevant package and must not be treated as our company's own registered office unless we expressly state otherwise.

2.3 The particular Service Address that you are authorised to use will be confirmed in your Order Confirmation, customer account or other written confirmation from us.
You must not use any address associated with our Services until your Order has been approved, all required compliance checks have been completed and we have confirmed that the Service is active.

2.4 You can contact us at:
Email: info@prestigevirtualoffice.co.uk
Telephone: +44 333 880 8570
Website: www.prestigevirtualoffice.co.uk
Our usual office hours are Monday to Friday, 09:00 to 17:00 UK time, excluding public and bank holidays in England and Wales.

3. Business Customers Only

3.1 Our Services are intended for persons purchasing and using them wholly or mainly for purposes relating to their trade, business, craft or profession.

3.2 By ordering a Service, you confirm that you are acting for business purposes and that you have authority to enter into the Contract personally or on behalf of the relevant Company or organisation.

3.3 Where you act for a Company, you confirm that you are authorised to provide instructions and information relating to that Company and any directors, officers, shareholders, persons with significant control or other relevant persons whose information you provide to us.

4. Our Site and Service Information

4.1 We take reasonable care to ensure descriptions of Services on Our Site are accurate.

4.2 Service features may differ depending on the package selected. Not every feature displayed on Our Site is included in every package.

4.3 Your Order Confirmation and any specific package description applicable when you place your Order will determine what is included in your Service.

4.4 If there is an obvious conflict between general promotional material and your Order Confirmation, the Order Confirmation will take priority in relation to the Services purchased.

4.5 Images, photographs and other visual representations on Our Site are for general illustrative purposes unless expressly stated otherwise.

4.6 We may update Our Site, package descriptions, Service features and availability from time to time.
Changes will not normally remove Services already included in a paid Contract during its current paid term unless reasonably necessary because of law, regulation, security, compliance requirements, circumstances outside our reasonable control or changes imposed by third-party suppliers.

5. Services, Pricing and Availability

5.1 The Services that we may offer include, where available:

• Registered Office Address services;
• Director's Service Address services;
• Business Trading Address and mail handling services;
• mail scanning and forwarding;
• Companies House identity verification and other ACSP Services;
• accountancy, bookkeeping, payroll, tax and advisory services where separately agreed;
• other business support services displayed on Our Site or agreed in writing.

5.2 The availability and exact scope of each Service are subject to the package selected, successful Identity Verification where required, payment and our acceptance of your Order.

5.3 We do not guarantee that every Service or package shown on Our Site will remain available.

5.4 Prices are stated in pounds sterling (£).
Any applicable VAT, government fees, Companies House fees, postage, courier charges, verification charges, third-party charges and other additional costs will be shown or explained where reasonably practicable.

5.5 We may change our prices at any time.
A price change will not normally alter the price of a Service already paid for during its current fixed subscription period.

5.6 Renewal pricing may differ from an introductory, promotional or first-year price.
Any promotional discount applies only in accordance with the specific terms of that promotion.

5.7 Where official fees or third-party costs change after you place an Order but before we incur the relevant charge on your behalf, we may charge the updated amount.
This includes fees or charges imposed by Companies House, Royal Mail, couriers, identity-verification providers and other third parties.

5.8 If an obvious pricing error occurs, we may contact you before providing the affected Service and give you the option of:

• a. paying the correct price; or
• b. cancelling the affected Service.

If payment has already been taken and you choose not to continue, we will refund the amount paid for the affected Service, subject to any non-refundable third-party costs already properly incurred on your behalf.

6. Orders and Formation of the Contract

6.1 Our Site will normally guide you through the ordering process.
You are responsible for checking the details of your Order before submitting it.

6.2 Information displayed on Our Site does not constitute a contractual offer capable of acceptance.
Your Order constitutes an offer to purchase the selected Services.

6.3 Receiving an automated acknowledgement or payment confirmation does not necessarily mean that we have accepted your Order.

6.4 A Contract is formed when we accept your Order and issue an Order Confirmation or otherwise expressly confirm that the Service has been accepted and activated.

6.5 Activation may be conditional on:

• successful payment;
• completion of Identity Verification;
• provision of requested documents or information;
• compliance approval;
• availability of the Service; and
• any other conditions explained during the ordering process.

6.6 You must not use a Service Address until we have confirmed that your Service has been activated.

6.7 If we cannot accept your Order, we may reject it and refund any amount paid for Services that have not been supplied, subject to any non-refundable third-party or government fees already incurred with your authority.

7. Payment, Subscriptions and Renewals

7.1 Unless otherwise agreed, Services must be paid for in advance.

7.2 You must pay all amounts due to us in full and without set-off, deduction, withholding or counterclaim except where required by law.

7.3 We accept the payment methods displayed at checkout or otherwise communicated to you.

7.4 Some Services may be supplied as recurring Subscriptions.
Where a Service renews automatically, this will be stated during checkout, in the package description, in the Order Confirmation or in your Account.

7.5 By purchasing an automatically renewing Subscription, you authorise us or our payment provider to charge the applicable renewal fee using the payment method associated with your Account, unless you cancel the Subscription in accordance with these Terms before renewal.

7.6 You are responsible for maintaining valid payment details.

7.7 Where mail forwarding or another Service requires a postage, courier or service-credit balance, you must maintain sufficient funds in your Account.
We may hold mail or suspend forwarding where insufficient funds are available.

7.8 We may suspend a Service if an amount due remains unpaid.

7.9 Where permitted by law, overdue business debts may carry interest at the statutory rate applicable to qualifying commercial debts or another rate stated in the relevant Contract.

7.10 We may also recover reasonable costs properly incurred in recovering overdue amounts where permitted by law.

8. Identity Verification, KYC, AML and Compliance

8.1 Our Services are subject to applicable legal, regulatory, anti-fraud, anti-money laundering and compliance obligations.

8.2 Before activating or continuing a Service, we may require information and documentation relating to you, your Company and any relevant directors, officers, shareholders, beneficial owners, persons with significant control, partners, authorised representatives or related entities.

8.3 Information we may request includes:

• photographic identification;
• proof of residential address;
• company and ownership information;
• beneficial ownership information;
• source-of-funds or source-of-wealth information where reasonably required;
• nature and purpose of the business;
• intended use of the Services;
• Companies House information or personal codes where applicable; and
• additional information reasonably required to comply with our legal or regulatory duties.

8.4 You must ensure that all information supplied to us is accurate, complete, genuine and kept up to date.

8.5 We may conduct verification and screening ourselves or through appropriately selected third-party providers.

8.6 Checks may include:

• identity verification;
• document verification;
• sanctions screening;
• PEP screening;
• adverse-information checks;
• fraud-prevention checks;
• business verification;
• beneficial ownership checks; and
• risk-based ongoing monitoring.

8.7 A person being identified as a politically exposed person ("PEP"), family member of a PEP or known close associate of a PEP does not automatically mean that Services will be refused.
Where applicable, we may carry out enhanced due diligence and additional risk assessment before deciding whether Services can be provided or continued.

8.8 We may refuse, restrict, suspend or terminate Services where:

• we cannot satisfactorily complete required verification;
• required information or documents are not provided;
• information appears false, misleading, inconsistent or incomplete;
• we cannot establish the identity or ownership of the customer;
• sanctions restrictions apply;
• the proposed activity falls outside our risk appetite or legal obligations;
• we reasonably suspect unlawful or fraudulent activity; or
• continuing the relationship could cause us to breach a legal, regulatory or professional obligation.

8.9 Where law or regulation prevents us from explaining the reason for a compliance decision, we may withhold that information.

8.10 You must notify us promptly of any material change to information previously supplied, including changes to:

• directors;
• shareholders;
• persons with significant control;
• beneficial owners;
• trading activity;
• contact information;
• residential address;
• registered office;
• business address; or
• ownership or control.

9. ACSP and Companies House Identity Verification Services

9.1 Where we agree to provide Companies House identity-verification services in our capacity as an ACSP, you must provide all information and evidence reasonably required for us to perform the verification in accordance with the applicable Companies House identity-verification standard.

9.2 You warrant that all documents, photographs, information and statements supplied for verification are genuine, accurate and relate to the person being verified.

9.3 We do not guarantee that we will be able to verify an individual's identity.
If the evidence provided does not meet the required standard, we may request further information or decline to verify the individual.

9.4 Verification carried out by us for Companies House is verification for Companies House purposes and should not be understood as identity verification for every other government agency, financial institution or third party.

9.5 Where required, we may retain records of verification checks for the period required by applicable legislation, regulation or Companies House rules.

9.6 Successful identity verification does not guarantee that Companies House will accept a particular filing, application or transaction.

9.7 Where filing or other Companies House services are offered, these must be specifically included in the Service ordered.
Identity verification by itself does not include unlimited company secretarial, filing or advisory services.

9.8 You remain responsible for providing accurate information and for complying with statutory filing and other legal obligations unless we have expressly agreed in writing to undertake a particular obligation on your behalf.

10. Acceptable Use of Our Services

10.1 You must use the Services lawfully and for legitimate business purposes.

10.2 You must not use any Service:

• for fraud, deception or criminal activity;
• to misrepresent your identity or location;
• for money laundering or terrorist financing;
• to evade tax or regulatory obligations;
• to receive prohibited or unlawful goods;
• in connection with misleading or unlawful advertising;
• to impersonate another person or business;
• in a manner that damages our reputation or the reputation of the Service Address;
• in breach of sanctions or export restrictions;
• for any activity prohibited by our Acceptable Use Policy; or
• in any manner that may cause us to breach a legal or regulatory obligation.

10.3 We may request further information about your business activities at any time.

10.4 A serious breach of this Clause may result in immediate suspension or termination without refund where reasonably justified.

11. General Conditions for Address Services

11.1 You may only use a Service Address:

• a. after we confirm activation;
• b. for the Company, person or trading name covered by the applicable Subscription;
• c. for the permitted purpose of the package purchased; and
• d. while the relevant Subscription remains active and paid.

11.2 A Subscription for one Company, officer, personal name or trading name does not automatically authorise use by another Company, person or trading name.
Additional subscriptions or fees may apply.

11.3 You may not represent that you own, lease or physically occupy our premises merely because you purchase an address Service.

11.4 You must not use the Service Address in a way that falsely suggests that our employees are employees, partners or representatives of your business.

11.5 You must promptly update your address with Companies House, HMRC, banks, suppliers, customers and other relevant organisations when the Service ends or when we require you to stop using it.

11.6 If you continue using a Service Address after your authority to use it has ended, we may take reasonable and lawful steps to:

• return or refuse mail;
• notify relevant authorities or organisations that you are no longer authorised to use the address; and
• take other lawful steps to prevent continued unauthorised use.

11.7 We may change a Service Address where reasonably necessary because of operational, legal, regulatory, landlord, security or other material circumstances.
Where reasonably possible, we will give affected customers advance notice.

12. Registered Office Address Service

12.1 A Registered Office Address Service allows an eligible Company covered by an active Subscription to use the specified Service Address as its registered office, subject to successful compliance checks and applicable law.

12.2 Unless your package states otherwise, the Registered Office Address Service is principally intended for statutory correspondence sent to the Company by bodies such as:

• Companies House;
• HM Revenue & Customs;
• the Information Commissioner's Office;
• the Intellectual Property Office;
• The Pensions Regulator; and
• other government, regulatory or judicial bodies where applicable.

12.3 General business correspondence is not automatically included in a Registered Office Address Service.
A Business Trading Address or other appropriate mail-handling package may be required.

12.4 Where statutory mail scanning is included, you authorise us to open relevant correspondence for the purpose of identifying, scanning and electronically delivering it to you.

12.5 Where an item cannot reasonably be scanned, we may arrange physical forwarding, collection where included in your package, or another reasonable method.
Additional charges may apply.

12.6 Each Registered Office Address Subscription applies only to the Company specified in the Order unless expressly agreed otherwise.

12.7 You remain responsible for monitoring statutory deadlines.
Receiving, scanning or forwarding correspondence does not transfer responsibility for your Company's legal or filing obligations to us.

13. Director's Service Address

13.1 A Director's Service Address Service applies to the individual officer identified in the Order.

13.2 A separate Subscription may be required for each director or officer using the address.

13.3 Where the Service includes statutory mail scanning, you authorise us to open relevant statutory correspondence addressed to the covered officer for the purpose of scanning and delivery.

13.4 General business or personal correspondence is not automatically included in a Director's Service Address package unless the Order Confirmation expressly states otherwise.

13.5 The Service must not be used as the individual's residential address or as proof that the individual physically resides at our premises.

14. Business Trading Address and Mail Forwarding

14.1 A Business Trading Address Service allows the business name, Company or individual identified in the Order to receive eligible general business correspondence at the Service Address.

14.2 You may use the address for business correspondence and other purposes expressly permitted by the package purchased.

14.3 A Business Trading Address does not automatically include a Registered Office Address or Director's Service Address unless expressly included in your package.

14.4 Where mail forwarding is selected, postage, courier charges and any applicable handling or administration fees will be charged at the rates applicable at the time.

14.5 Eligible mail that can be scanned will be handled in accordance with the Service purchased. Where an eligible item cannot reasonably be scanned, it will be forwarded to the postal address registered on your Account using signed delivery at a charge of £14.99 per item.
Physical collection of mail from the Service Address is not available.

14.6 We are not responsible for delays caused by Royal Mail, couriers, customs authorities or other third-party delivery providers where those delays are outside our reasonable control.

15. Mail, Scanning and Forwarding

15.1 The type and volume of mail that we accept will depend on the Service or package purchased.
Our mail-handling Services are intended for letters and eligible business correspondence only.

15.2 We do not provide a parcel-handling service.
Customers must not arrange for parcels, packages, boxes, bulky deliveries or other items that fall outside our normal letter-mail service to be delivered to the Service Address.
Where a parcel or other unsupported delivery is sent to the Service Address, we may refuse delivery or return the item to the sender.

15.3 We do not provide physical collection of mail from our premises.
Customers, directors, employees, representatives, couriers or other third parties are not permitted to attend the Service Address to collect mail.
All eligible mail will be handled in accordance with the applicable Service, including scanning or forwarding where appropriate.

15.4 We may refuse or return to sender any item that:

• is a parcel, package, box or bulky delivery;
• is excessively large or heavy;
• contains perishable goods;
• contains hazardous or dangerous materials;
• contains illegal or prohibited goods;
• contains cash;
• contains goods or property rather than normal business correspondence;
• requires specialist handling or storage;
• may cause damage, disruption or risk to our staff or premises; or
• is prohibited by Royal Mail, another postal provider or applicable law.

15.5 Customers must not use the Service Address for deliveries that fall outside the mail Services expressly included in their package.
We are not responsible for any loss, cost or inconvenience resulting from a customer arranging an unauthorised parcel or delivery to the Service Address.

15.6 Items from organisations such as the Driver and Vehicle Licensing Agency ("DVLA") may not be accepted where the Service Address is not suitable or permitted for such correspondence.
Where appropriate, such items may be refused or returned to the sender.

15.7 Where mail scanning forms part of your Service, you authorise us to open eligible correspondence for the purpose of identifying, processing, scanning and electronically delivering that correspondence to you.

15.8 Where a letter or item cannot reasonably or safely be scanned, including items such as:

• bank cards;
• payment cards;
• original certificates;
• security devices;
• PIN devices;
• physical documents that cannot reasonably be reproduced electronically; or
• other similar non-scannable correspondence,

we will forward the item to the postal address provided by you on your Account.

15.9 Non-scannable mail referred to in Clause 15.8 will be forwarded using a signed delivery service at a charge of £14.99 per item.
The £14.99 charge covers the applicable forwarding and handling service.
We may require payment before the item is dispatched.

15.10 You are responsible for ensuring that the forwarding address held on your Account is accurate and kept up to date.
We will not be responsible for loss, delay or additional costs resulting from an incorrect, incomplete or outdated forwarding address supplied by you.

15.11 We will use reasonable care when receiving, processing, scanning and forwarding eligible mail.
However, unless we have expressly agreed a specific service level in writing, we do not guarantee that every item will be received, processed, scanned or forwarded within a particular timeframe.

15.12 Any advertised same-day or rapid mail-scanning times are operational targets rather than guaranteed delivery times and may be affected by:

• the time at which the correspondence is received;
• our normal working hours;
• successful identification of the customer or Company;
• technical availability;
• compliance or verification requirements;
• the nature or volume of correspondence;
• Royal Mail or third-party postal delays; or
• circumstances outside our reasonable control.

15.13 Mail that cannot reasonably be matched to an active customer, Company or authorised recipient may be refused, returned to sender or temporarily held while we attempt to identify the intended recipient.

15.14 If you instruct us to destroy eligible correspondence rather than scan or forward it, you authorise us or an appropriate secure third-party provider to destroy that correspondence.
Where a charge applies for secure destruction, we will inform you before carrying out the Service where reasonably practicable.

15.15 If correspondence remains unclaimed after your Service has expired, been cancelled or been terminated, we may, after a reasonable retention period, return the correspondence to sender or securely dispose of it where legally permitted.

15.16 You authorise us to receive eligible correspondence on behalf of the Company, business or person covered by the relevant active Service.
Where a signature is reasonably required for an eligible letter or item that falls within our permitted mail Services, you authorise us to acknowledge receipt on your behalf.
This does not mean that we provide a parcel receipt or parcel-handling service.

15.17 You must not arrange for highly valuable, irreplaceable, unusually sensitive or prohibited items to be delivered to the Service Address without our prior written agreement.

16. Accountancy and Tax Advisory Services

16.1 We may provide or arrange accountancy and advisory Services including, where separately agreed:

• bookkeeping;
• payroll;
• VAT support;
• preparation of accounts;
• tax-return preparation;
• Companies House filing support;
• HMRC submissions; and
• general business or financial advisory support.

16.2 Accountancy Services are not automatically included merely because you purchase a virtual office or address Service unless your package expressly states otherwise.

16.3 The exact scope, fees, responsibilities and deadlines applying to accountancy Services may be set out in a separate engagement letter, proposal, statement of work or Order Confirmation.

16.4 Where a separate engagement letter applies, that engagement letter will take priority in relation to the relevant professional Service if it conflicts with these general Terms.

16.5 You are responsible for supplying complete and accurate accounting records and information within sufficient time for work to be completed.

16.6 We will not be responsible for penalties, interest or missed deadlines caused by:

• late information from you;
• incomplete or inaccurate records;
• failure to approve documents;
• failure to make payments;
• matters occurring before our appointment; or
• matters outside the scope of the Service we agreed to perform.

16.7 We do not provide audit, regulated investment advice or legal services unless expressly stated in a separate written engagement and we are lawfully authorised to provide the relevant service.

16.8 Any tax or financial information provided is based on the information supplied to us and the applicable rules at the time.
You remain responsible for business decisions made using that information.

17. Cancellation by You

17.1 Cancellation rules may differ depending on the Service and Subscription purchased.
Any minimum term, renewal period or specific cancellation rule displayed during checkout or in your Order Confirmation forms part of the Contract.

17.2 To request cancellation, you must use the cancellation facility in your Account where available or contact us using the details in Clause 22.

17.3 Unless otherwise stated in your Order Confirmation, cancellation prevents future renewal but does not automatically entitle you to a refund for a subscription period that has already begun.

17.4 Government fees, Companies House fees, third-party verification charges, postage, courier charges and other costs already properly incurred on your behalf may be non-refundable.

17.5 Where we agree or are legally required to issue a refund, it will normally be returned to the original payment method.

17.6 After an address Service is cancelled or expires, you must immediately stop using the Service Address and update all relevant public and private records.

17.7 Cancellation does not remove amounts that became due before the cancellation date.

18. Suspension and Termination by Us

18.1 We may suspend or terminate a Service where:

• payment is overdue;
• you fail to complete required Identity Verification;
• information supplied to us is false, misleading or incomplete;
• you fail to respond to reasonable compliance requests;
• the Service is used unlawfully or contrary to these Terms;
• sanctions restrictions apply;
• we reasonably suspect fraud, money laundering or other unlawful activity;
• continuing the Service would breach a legal or regulatory obligation;
• you materially or repeatedly breach the Contract;
• you use the Service Address after being instructed not to do so;
• the relevant premises, supplier or infrastructure becomes unavailable; or
• circumstances outside our reasonable control make continued provision impracticable.

18.2 Where appropriate and legally permissible, we will give you a reasonable opportunity to remedy a breach before terminating the Service.

18.3 We may terminate immediately where the breach is serious, involves fraud or illegality, creates material compliance or reputational risk, or cannot reasonably be remedied.

18.4 Where law prevents us from explaining the reasons for suspension or termination, we are not required to provide further information.

18.5 If we terminate a Service for reasons unrelated to your breach, unpaid charges or compliance failure, we may refund the unused prepaid portion of the affected Service, subject to deductions for Services already provided and non-refundable third-party costs.

18.6 If termination results from your breach or compliance failure, any refund will be subject to the Contract, amounts already incurred, and applicable law.

19. Our Liability

19.1 We will exercise reasonable skill and care when providing the Services.

19.2 We are not responsible for losses caused by inaccurate, incomplete or late information provided by you.

19.3 Unless we have expressly agreed in writing to undertake a particular filing obligation, you remain responsible for filing accounts, confirmation statements, tax returns and other statutory documents by their deadlines.

19.4 Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation; or
• any other liability that cannot lawfully be excluded or restricted.

19.5 Subject to Clause 19.4, we will not be liable for:

• loss of profits;
• loss of revenue;
• loss of anticipated savings;
• loss of business opportunity;
• loss of contracts;
• loss of goodwill;
• indirect or consequential loss; or
• business interruption,

except to the extent that such liability cannot lawfully be excluded.

19.6 Subject to Clause 19.4, our total aggregate liability arising out of or in connection with a Contract will not exceed the total fees paid by you for the affected Service during the 12 months immediately preceding the event giving rise to the claim.
Where the Service has existed for less than 12 months, the limit will be the total fees paid for the affected Service during that period.

19.7 We are not responsible for loss or delay caused by Royal Mail, couriers, telecommunications providers, payment processors, government systems or other independent third parties where the matter is outside our reasonable control.

19.8 Nothing in these Terms affects any rights or remedies that cannot lawfully be excluded.

20. Events Outside Our Reasonable Control

20.1 We will not be liable for failure or delay in performing an obligation where caused by circumstances outside our reasonable control.
These may include:

• power failures;
• internet or telecommunications outages;
• postal or courier disruption;
• industrial action;
• civil unrest;
• fire;
• flood;
• severe weather;
• terrorism;
• war;
• epidemic or pandemic;
• governmental action;
• failure of third-party infrastructure;
• failure or unavailability of government systems;
• cyber incidents affecting third-party systems; or
• other events outside our reasonable control.

20.2 Where such an event materially affects our Services, we will use reasonable efforts to minimise disruption.

20.3 Our obligations may be suspended for the duration of the event and relevant performance times may be extended accordingly.

20.4 If an event continues for a prolonged period and makes continued provision of a Service impracticable, either party may be entitled to terminate the affected Service in accordance with applicable law and these Terms.

21. Data Protection and Privacy

21.1 We will process personal information in accordance with applicable Data Protection Legislation and our Privacy Policy.

21.2 Personal information may be processed for purposes including:

• providing and administering Services;
• identity and business verification;
• AML and sanctions compliance;
• Companies House identity verification;
• fraud prevention;
• account management;
• payment processing;
• mail handling;
• telephone services;
• legal and regulatory compliance; and
• legitimate business administration.

21.3 Where required to provide Services or comply with law, information may be shared with appropriate third parties including:

• identity-verification providers;
• fraud-prevention services;
• Companies House;
• HMRC;
• regulatory or supervisory authorities;
• payment processors;
• postal and courier providers;
• professional advisers;
• accounting or technology suppliers; and
• law-enforcement or other public authorities where legally required.

21.4 Our Privacy Policy explains in more detail how we collect, use, retain and protect personal information and how individuals may exercise their data-protection rights.

21.5 Where we act as a data processor on your behalf and applicable law requires additional contractual provisions, a separate data-processing agreement or appropriate contractual terms may apply.

22. Communications, Complaints and Contact Details

22.1 For questions regarding your Services, Orders or Account, contact:
Email: info@prestigevirtualoffice.co.uk
Telephone: +44 333 880 8570

22.2 We welcome feedback and aim to resolve complaints fairly and promptly.

22.3 When making a complaint, please provide:

• your name;
• Company name where applicable;
• account or Order details;
• a clear description of the issue; and
• the resolution you are seeking.

22.4 We may communicate with you using the contact information registered on your Account.
You are responsible for keeping those details current.

23. Notices

23.1 Routine communications may be sent by email, through your Account or by another reasonable electronic method.

23.2 Formal notices relating to a Contract may be sent by email or post to the latest address or email address provided by the relevant party, unless applicable law requires another method.

23.3 You must ensure that your email address and other contact details remain accurate and accessible throughout the Contract.

24. Other Important Terms

24.1 Entire Agreement
These Terms together with your Order Confirmation and any expressly incorporated service-specific terms constitute the agreement between us in relation to the relevant Services.

24.2 Assignment
We may transfer our rights or obligations under a Contract to another organisation as part of a business transfer, restructuring or service arrangement, provided that doing so does not materially reduce your contractual rights.
You may not transfer your rights or obligations without our prior written consent.

24.3 Third-Party Rights
Unless expressly stated otherwise, a person who is not a party to the Contract has no right to enforce its terms under the Contracts (Rights of Third Parties) Act 1999.

24.4 Severability
If a court or competent authority finds any provision of these Terms unlawful, invalid or unenforceable, that provision will be treated as modified to the minimum extent necessary or, if necessary, removed.
The remaining provisions will continue in effect.

24.5 Waiver
A delay or failure by either party to enforce a right does not constitute a waiver of that right.

24.6 Changes to These Terms
We may update these Terms from time to time, including because of:

• changes in law or regulation;
• changes to Companies House or AML requirements;
• changes to our Services;
• security requirements;
• changes to third-party services; or
• improvements to the clarity of our contractual terms.

Changes will apply to new Orders from the date published.
Where a material change affects an existing ongoing Contract, we will provide reasonable notice where required.

24.7 Priority of Terms
If there is a conflict between these general Terms and specific written terms relating to a Service, the specific Service terms will take priority for that Service.

25. Governing Law and Jurisdiction

25.1 These Terms, each Contract and any dispute or claim arising out of or in connection with them, including non-contractual disputes or claims, are governed by the laws of England and Wales.

25.2 Subject to any mandatory legal rights that apply, the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms, the Services or any Contract.

26. Contact Information

Prestige Virtual Office
Registered office:
209A Plumstead High Street
London
SE18 1HE
United Kingdom
Website: www.prestigevirtualoffice.co.uk
Email: info@prestigevirtualoffice.co.uk
Telephone: +44 333 880 8570