Acceptance of Terms and Conditions
Welcome to Your Head Office – the trading name of FirstCall We Add Value Ltd. By using our services and registering as a client, you agree to be legally bound by these Terms and Conditions, including any additional terms referenced herein. Please read them carefully.
If you do not accept these Terms and Conditions in full and without modification, you may not use our services.
We reserve the right to update or amend these Terms and Conditions at any time by publishing changes on this page. It is your responsibility to review this page regularly, as continued use of the service constitutes acceptance of any revised terms.
Throughout these Terms, references to “Your Head Office,” “we,” “our,” or “the company” refer to the services and operations provided under the brand Your Head Office, legally operated by FirstCall We Add Value Ltd. This includes all websites, platforms, visual materials, content, and user interfaces associated with our services.
Please note: We operate on a 28-day billing cycle, which shall be referred to as “month” or “monthly” throughout these Terms.
General
If you are dissatisfied with any aspect of our services, you must provide a minimum of one month’s written notice to cancel this agreement. Services will continue, and all related fees will remain payable, until formal notice is received.
We operate a no refund policy on annual payments due to upfront discounts applied at the time of sign-up.
A full refund is available only when written cancellation notice is received within 14 days of the initial payment. If compliance procedures have commenced within this period, a £50.00 + VAT administration fee will be deducted prior to any refund.
By subscribing to services via our website, you authorise Your Head Office to automatically rebill your credit/debit card for any recurring monthly or annual payments. Any updates or changes must be submitted to your Account Manager, available via 0207 692 0608 or through your online client portal.
We reserve the right to terminate services without notice or refund if any terms are breached, or if fraudulent or illegal use is suspected. Upon termination, you must take reasonable steps to inform your contacts of the address and number change. Failure to do so may result in additional charges.
By signing up to an annual payment plan, you agree that services will automatically renew at the end of the 12-month term. To avoid renewal, written cancellation must be provided at least one month prior to the renewal date.
Failure to cancel on time will result in the renewal charge being due at the standard market rate listed on our website at the time of renewal.
Discounts from the original agreement do not carry forward into renewals.
If preferred, you may request to switch to a monthly plan (subject to current rates) at the time of renewal.
We reserve the right to address and respond to any abusive or disrespectful behaviour exhibited by individuals associated with your business (clients, partners, etc.) who attend our premises. This includes informing them of your service agreement with Your Head Office.
All setup fees, holding deposits, and service charges must be paid in advance.
If the service fee remains unpaid, services may be suspended without notice. Mail, messages, and calls will not be released or processed until full payment is received.
If payment is overdue by 30 days, the account may be treated as terminated.
All held mail and parcels will either be returned to sender or securely destroyed.
Outstanding amounts will be deducted from the holding deposit; any further balance may be pursued through debt collection or legal action.
Clients must remove all address references (e.g., from Companies House) to consider the account fully terminated. Ongoing use of the address will result in continued billing.
Once terminated, accounts may only be reinstated subject to approval. Reinstated accounts are treated as new registrations, requiring payment of applicable setup fees, deposits, and service charges. New or amended terms may apply.
Clients are required to provide accurate and up-to-date contact and billing information (postal address, telephone number, email).
Any changes must be communicated immediately.
Invoices are issued monthly, and it is your responsibility to ensure receipt.
Failure to maintain updated contact details may lead to suspension or termination of services.
As a registered business under Westminster Trading Standards (LLA085) and the HMRC Anti-Money Laundering Regulations (Reg. No. 12557616), Your Head Office is legally obligated to conduct full compliance checks.
Clients must provide valid photo ID and proof of address for all directors/shareholders with 25% or more ownership, or for any individual using or paying for services.
Certification of documents is required by law (not company policy).
Documents not in English must be officially translated and notarised.
Services will not be activated until compliance has been verified in writing by our compliance team.
Clients must not use address-related services before receiving confirmation of compliance approval.
All payments will commence from the initial payment date, regardless of the time taken to complete compliance requirements.
By accepting these terms, you agree to our Privacy Policy.
You acknowledge that personal data may be shared with service providers outside the European Economic Area, as required for delivery of the service at your chosen location.
In locations without approved data safeguards, you accept the risk of sharing personal data, which is kept to the minimum necessary to comply with local regulations and provide services.
Compensation claims are strictly limited to the value of one month’s service fee.
We are not liable for consequential losses, business disruption, or third-party claims arising from our services.
We are not responsible for failures caused by third parties (e.g., Royal Mail delays, telecom provider outages) and do not offer refunds or compensation in such cases.
You agree to fully indemnify Your Head Office against all claims made by third parties.
This agreement is personal to the client and cannot be assigned or transferred.
It does not create any tenancy or lease rights.
No third party shall have any rights to enforce this agreement under the Contracts (Rights of Third Parties) Act 1999.
Business Address
All mail items received and any associated business information are treated with strict commercial confidentiality. Such information will not be disclosed to third parties outside our organization or trusted partners involved in providing the contracted services. However, we reserve the right to cooperate with law enforcement or regulatory authorities if we believe that our services are being, or have been, used for fraudulent or illegal activities.
Mail is forwarded daily to the designated contact address and is not available for on-site collection. Any changes to the forwarding address must be submitted in writing or by email.
We can accept standard-sized parcels for forwarding or collection.
A £5.00 handling fee applies to all parcels or packages.
We reserve the right to open items that are suspected of containing prohibited, dangerous, or illegal substances
Any package suspected of being connected to fraudulent use of the address may be refused, returned at the client’s expense, or held pending further investigation.
We are not liable for delays, damages, or losses caused by third parties involved in the handling, forwarding, or delivery of your mail. This includes, but is not limited to, postal services, couriers, and transport providers. No refunds or compensation claims will be entertained in such circumstances.
A fair use policy applies to our Mail Collection and Forwarding services. Clients consistently receiving excessive mail volumes (defined as more than 50 items per week) may be issued with one month’s written notice to either:
Terminate the service, or
Accept an increase in service charges to accommodate the higher usage.
Clients receiving more than two (2) packages per week may also be subject to additional charges or a one-month termination notice, as this exceeds the standard service level we provide.
Any parcel or package remaining uncollected on our premises for more than 30 days will incur a storage fee of £10.00 per week, chargeable until the item is collected or removed.
Telephone Answering
Operator screens are tailored according to your specific instructions to ensure calls are answered accurately and professionally, reflecting your business requirements.
Calls are answered either during standard business hours or 24/7/365, depending on the service plan selected.
Messages and call details may be delivered via email, SMS, fax, web access, or call patching (where applicable).
Charges apply at a rate of £0.95 per message or fax, including Fax2Email services.
Outbound calls placed by an operator to landlines or mobile numbers are billed as separate chargeable calls.
Patched calls incur a £0.65 patching fee, in addition to standard airtime charges based on the applicable network rate.
If you plan to initiate mass marketing campaigns, mailshots, or any form of outreach that may result in a high volume of inbound calls, you must notify us at least 3 business days in advance.
Failure to provide adequate notice may result in call handling limitations, and we shall not be held responsible for any missed or unmanaged calls due to insufficient preparation time.
We do not accept any liability, nor are we obligated to provide refunds or compensation, for any disruptions, failures, or delays caused by third-party services involved in the delivery or management of this service.
Please note that any telephone number allocated to you as part of this service remains the property of our company. Upon termination of your account, you will not retain ownership or ongoing use rights for the allocated number.
Meeting Rooms Terms
Upon receipt of payment in accordance with the charges outlined in the email confirmation, Your Head Office grants the client the right to use the meeting room and any applicable services during the agreed time and date(s). Use of the room is limited strictly to the period specified in the booking.
All charges are exclusive of VAT, which will be added at the applicable rate.
Full payment must be made prior to the booking unless otherwise agreed in writing.
Any additional charges for on-site services (e.g., secretarial work, printing, binding, photocopying) must be paid upon departure, either by credit card or cheque.
Your Head Office reserves the right to cancel this agreement without liability if:
Payment is not received by the due date.
The booking is not confirmed in a timely manner.
The client fails to comply with Your Head Office’s terms and conditions.
Cancellation charges apply to the full booking value, including room hire, pre-booked catering, and equipment.
Clients (excluding Direct Debit users) are required to pre-pay in full.
By making a booking, the client acknowledges that the cancellation charges are a fair reflection of the potential loss incurred by Your Head Office.
The client agrees:
To use the meeting room solely for lawful business purposes.
Not to install furniture, signage, or equipment or make any alterations without prior written consent.
To be liable for any damage caused to the room, its furnishings, fixtures, or equipment by the client or their guests.
Not to cause nuisance, disturbance, or disruption to other clients or to Your Head Office staff.
Not to use any services or equipment other than those provided or approved by Your Head Office.
The client shall:
Comply with all building rules and regulations as specified by Your Head Office.
Vacate the meeting room promptly at the end of the agreed booking period. Additional charges will apply for overstays.
Be responsible for any items left behind. Your Head Office accepts no liability for personal property and reserves the right to dispose of such items, with disposal costs chargeable to the client.
Your Head Office may, at its discretion, allocate an alternative room of similar size and specification.
Reasonable efforts will be made to ensure the room and services are clean, functional, and fit for use.
Your Head Office shall not be liable for any loss, damage, or inconvenience resulting from:
Service interruptions or room unavailability due to mechanical failure, force majeure, or staff absence.
Loss of profits, business interruption, or indirect or consequential damages.
Failure of data, IT, or communication systems.
Anti-Money Laundering (AML)
In accordance with the UK Anti-Money Laundering Regulations, we are legally required to implement a series of compliance measures aimed at preventing money laundering and the financing of terrorism. These measures include client due diligence (CDD), record keeping, and mandatory reporting protocols, forming a key part of the UK Government’s national strategy for combating financial crime.
Prior to engaging with any new client, we are required to verify the identity of the client and, where applicable, the ultimate beneficial owner (UBO). This process involves obtaining valid identification and supporting documentation. We rely on the full cooperation of our clients to fulfil these obligations and reserve the right to withhold or suspend services where compliance cannot be achieved.
In the event of suspected fraudulent or suspicious activity, we reserve the right to:
Open and inspect mail and packages associated with the client’s account Review or monitor communications received through any associated telecommunication services (where applicable)
These actions will be conducted solely for the purpose of regulatory compliance and risk assessment.
While we are committed to maintaining client confidentiality, we are under a legal duty to cooperate with official investigations. As such, we reserve the right to share relevant documentation and client information with authorised government bodies, regulators, or law enforcement agencies as part of our AML compliance procedures.
Under current legislation, we are required to report any knowledge or suspicion of money laundering or terrorist financing to the National Crime Agency (NCA), previously known as the Serious Organised Crime Agency (SOCA). By engaging our services and agreeing to our Terms of Business, you provide us with irrevocable authority to make such disclosures without prior notice, where we deem it appropriate under applicable law.
