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Terms for I-Support Business

Terms and Conditions for the Supply of Mailing Services. (Updated 22/10/21)

I-Support Business
I-Support Business is the trading name of Osoco Ltd, a company registered in England and Wales, Company Number 07756496, at 49 Station Road, Polegate, East Sussex, BN26 6EA.

Any reference to “us”, “we” “The Company” or “I-Support” means I-Support Business.
Any reference to “you”, “your” or “your company” means the person or company or authorised person of the company for which the service is provided.
Ordering and Pricing
1.1.        Orders placed via the website are judged to be an offer of purchase by you for the stated services. All orders are subject to acceptance by ourselves and we reserve the right to refuse orders that do not comply with our terms and conditions.
1.2.         You are responsible for checking the order placed and to ensure that you understand the choice you have made. It may not be possible to alter orders once they have been accepted. Please contact us on 01323 484542 if you have any queries concerning the order you are placing. 
1.3          In order to activate the virtual address service the Customer is required to provide:
The full name, address, date of birth and telephone number of all persons for whom mail is to be received, held or forwarded;
The nature of business to be undertaken or reason for rental where rental is not for business purposes. A business can be defined as an activity involving the sale of goods and/or services; 
Two forms of identification for all persons for whom mail is to be received, held or forwarded, of a type approved by the Company, including a ‘proof of identity’ and a ‘proof of address.
1.4          If you are applying on behalf of another individual or business, e.g. accountant, formation agent etc, we will also require your identification.
1.5          The Company may disclose this information if requested by an appropriate authority or if required for the pursuit of legal action.
1.6.         Prices for all services are displayed on the website. We reserve the right to change these prices from time to time.
1.7.         The prices displayed may exclude VAT, please check the final price on the prices page or at checkout.
1.8          By placing an order, you agree to pay the price advertised on the website. Payment for all services ordered on the website shall be made in full in advance of the provision of services. By purchasing you agree that the period paid for is a minimum term. When cancelling your service early you accept that you will not be liable to stake a claim to a refund for any part used service.
1.9          We reserve the right to cancel, change or amend our mail service without notice.
1.10        We reserve the right to change the address used for our mail services at any time if deemed necessary.
2. Services
2.1.         We provide a virtual address (personal or business use) and registered office service (with or without a Directors Service Address), accepting that you have given us the correct instruction and are authorised by law to make such a request for services from us either for yourself or on behalf of a party.
2.1.1       How to use our address

  1. Mail services purchased enable the use of the advertised virtual address as either a personal address, trading presence and/or Registered Office (as determined by the service purchased). Depending on which service has been purchased, the address can be used on websites, letterheads, contact addresses, general correspondence. If you wish to use the address for any other purposes please contact us to discuss. The service fee payable at the time of purchase covers the use of the virtual address service only.

  2. If you only apply for the registered address service we would expect you to have a “trading/business” address for your customers/suppliers. You will be asked to provide this address during the application process. Incorrect use of our address can result in cancellation.

  3. Multiple company names and/or trading names cannot be applied to a single account.

  4. Post will not be forwarded for trading names that have not been registered with us and paid for.

  5. This address is not to be used for

•              the delivery of goods for your company and we reserve the right to refuse goods deliveries.
•              As a physical place of business (as required by HMRC)
•              The address should NOT be used to register vehicles with the DVLA, mail will be returned to sender without notification.
•              The address should NOT be used to register to vote or as a residential address for claiming UK benefits.
•              Any illegal activity.
•              The purchase of any address service, including but not limited to our Registered Office Address, Service  Address and/or Mail Forwarding Address does not entitle the customer to list the address as a physical location on Google Maps, Google My Business or any other similar tool used for advertising a physical location.

We will not accept and application or provide services to companies in the following sectors/industries

  • Adult/Sex
  • Crypto Currencies
  • Firearms
  • Gambling
  • Unregulated Financial Services - Insurance/Loans/Investments
  • Pharmaceuticals/Drugs
  1. You are responsible to ensure that you provide the correct information with regards to handling mail. We are not liable for delays due to inaccuracies with the information provided to us.

    vii. We have different prices dependent on location of our offices and location of where the client is based and forwarding address (i.e. in the UK or overseas). Clients changing their forwarding address from UK to overseas and vice versa, will be liable for the appropriate price as displayed on our website.

2.2 Virtual Address Service and Registered Office Service

  1. Virtual address (this includes the terms personal mailing address, street addres, accommodation address) at our premises.

  2. If you have an arrangement to collect items from our premises it is important that you collect the item(s) promptly. We will endeavour to inform you that there are items for collection as soon as is practicable. We will normally hold post for 2 weeks before returning these items. Contact us first to check if there is any mail to collect.

  3. We accept no responsibility for loss or personal injury caused to clients of guests when visiting our premises.


  1. Forwarding of mail is offered as an additional service and any postage and handling charges are payable in advance in the form of a deposit.

  2. Mail will be processed in accordance with instructions outlined by you as requested on the specified form.

  3. We require a deposit, which will cover postage and administration charges. Once this deposit gets below £5 we will notify you so that you can top up the deposit. No mail will be forwarded if the deposit has run out. After 21 days, all mail will be returned to sender.

  4. We apply a fair use policy for the level of mail received per month, if you are receiving an excessive number of mail items per month, you will be invoiced for the higher level service, due to the time taken to process your mail.

  5. Where average postal charges are greater than this amount, we reserve the right to increase the level of the float to a higher amount. International clients who, in our opinion, regularly receive parcels will have to pay the postage deposit by bank transfer, as the costs of forwarding parcels and packages abroad by courier can be quite high.

C             MAIL RECEIVED

  1. Standard letters are forwarded in an envelope by the postage requested by you, applicable Royal Mail fees are deducted from your deposit. Mail items are scanned at 50p per page, you may also request these items to be forwarded by post at Royal Mail costs.

  2. The Customer authorises the Company and any of its representatives to sign at their discretion on the Customer’s behalf for any deliveries addressed to the Customer’s mailbox address.

  3. We will not accept any mail that requires cash or payment on delivery.

  4. We may in our discretion refuse to accept delivery of any item for any reason, for example

  • Insufficient deposit to forward mail

  • Outstanding payments

  • You are breaching our condition’s

  • The volumes of mail are unreasonably volume and/or unreasonably large.

  • Any item that is addressed to a business/company/individual not listed with us

  • The service is being used for storage or delivery of items of value. (This Service is not to be used for the storage or delivery of items of value. The Company has no knowledge of the value of any item of mail and will not accept notification of value. The liability of the Company in respect of any damage or loss is limited to £5 for each claim and in aggregate shall not exceed the amount of the Payment in any Term.)

  1. Your mail must be identifiable with the company or personal name (s) you have given to us. If no company or personal name is identifiable, we will attempt to identify the intended company, but cannot guarantee this. If we cannot identify the intended company, we will return to sender.

  2. All prepaid Mail received will be forwarded as requested.

  3. At our Sussex location we will receive on your behalf Special Delivery, Registered or Recorded items provided that if the mail item is later refused by the Customer, they will pay any associated costs.


  1. Parcels and Packages can only be received at our Sussex address. No packaes or parcels should be sent to the London office.
    If we receive parcels and packages we will contact you to discuss the most appropriate method of forwarding. A parcel is defined as any item bigger than a large letter (as defined by Royal Mail). Furthermore we will be unable to accept parcels which are deemed by us too large for retention. All parcels we receive (regardless of when they are collected or sent out) will automatically incur our standard handling charge of £2.00 per item. Parcels forwarded by courier will incur a further £5 charge. This handling charge will be deducted from your Postal Charges account.

  2. For parcels we will need prior confirmation of delivery date (no less than 24 hours) with tracking details as appropriate, and the contents of the parcel and the name of the sender of this item. We reserve the right to refuse receipt of the parcel to combat fraudulent use of the address service. A handling fee of £2 per parcel is applicable for all items and is in addition to any costs for reshipping of the item.

  3. Parcels not collected or sent as per your instructions within 5 days of receipt will incur a storage fee of £2 per week. You are responsible for notifying us that a parcel is due to be delivered.

  4. Parcels that have been unclaimed for 6 months will be either returned to the sender or disposed of accordingly.

  5. We are unable to accept parcels which are deemed by us to be too large or heavy for retention or forwarding as we do not have the storage facilities to house larger or heavy items. We reserve the right to define what is acceptable or not.


  1. We provide an address for use as a Registered Office address for UK registered Limited Company, Charity or Limited Liability Partnership (LLP).

  2. Registered Office customers may use a maximum of one company per service purchased. This service is non-transferable.

  3. Customers agree to only use names/company names/brands they have proper rights to use and to not attempt in any way whatsoever to sub let the service to third parties.

  4. You can use our address at Companies House, HMRC and other Government Departments your company name will be displayed at our offices premises in accordance with the Companies Act.

  5. Customers must ensure that they comply with the Companies House requirements and pay the annual Registered Office Address Fees.

  6. Registered office service covers forwarding of official government mail only. We operate a fair use policy, and allow up to 10 mail items per year.  We will require an additional £10 postage fee to cover any additional items.

  7. We will receive and forward all legal papers for your company served at our address. We will forward to a UK address, but will require higher fees if forwarding to an overseas address.

  8. Registered Office Service does not include the ability to use the address as a trading address/presence. Trading presence requires the purchase of an additional Virtual Address Service. No other mail will be received and forwarded under this service, if we start to receive trade mail, we will contact you to rectify or ask you to apply for our Mail Forwarding Service.

  9. Once you have purchased our services you will be sent an approval email, and it is the customer’s responsibility to inform all applicable parties of the change of registered office or to register the company. It is the customers responsibility to ensure they have correctly registered their chosen names after purchase or changed the registered address at Companies House.

  10. It is the customer’s responsibility to ensure they comply with their company’s legal obligations and filing dates. We cannot be held liable for any failure of the client to act on their obligations to their company.

  11. The Directors Service Address is an additional Service when purchasing the Registered Office and is not for purchasing as a stand alone service. The fee covers all company directors and is to be used only at Companies House for the Company Name on your Registered Office Application. The Directors Service Address is NOT to be used for additional companies at Companies House.

  12. Failure to comply with our terms of service may result in immediate termination of service without notice.

  13. If a client changes their contact/forwarding address to an overseas address during the 12 months they will be subject to the overseas rate as advertised on the website. Any change in address requires new proof of address evidence.


  1. Where possible, we will request advance payment for mail services to continue at the time of renewal.

  2. Renewal is at our discretion, and reserve the right not to offer a renewal.

  3. For annual renewals we will contact you 1 month before the end date.

  4. Failure to pay by the renewal date will incur a £10 late payment fee.

  5. Failure to pay within 3 weeks of the expiry date will result in mail services being suspended and then a further week it will be cancelled. Once cancelled, we are not under any obligation to hold or forward communications to you or to provide notification that communications have been received.

  6. Continued use of service without payment – this includes without limitation, use of the address on websites, advertising and stationery, promotional material, business cards, email, social networking sites and other electronic methods. Customers who willfully use the service without prior payment will incur a monthly fee of £20 for each month of unauthorised usage. This includes customers who have expired and have continued to use without payment.

  7. If you do not pay for the services and continue to use our address, any overdue invoices will be passed onto a debt collection agency and their costs will be added to your invoice.

  8. It is the customer’s responsibility to ensure their services are up to date and are renewed on time when reaching expiry.


  1. Mail service subscribers may cancel their service at any time, giving one months notice in writing (email is acceptable). Unexpired service is non refundable. Any outstanding fees will be paid prior to cancellation. For new registrations a refund may be considered, but at our discretion - a charge of £10 will be incurred for banking and ID check fees.

  2. We reserve the right to cancel the service at any time, we will give 1 month notice and refund all remaining unused days. All remaining deposits will also be refunded.

  3. We have the right to cancel the services with no refund if

           -      your company has breached any of these terms and conditions, this will be immediate.
           -      We are unable to contact you at your given postal or email address, after 10 days.
           -      We believe that our address is being used for any illegal or anti social activity, we will stop the service and email you with our concerns and set a deadline to contact us to avoid cancellation. If in our considered opinion it may be deemed to be illegal or antisocial then you acknowledge that the Company may report the same to any relevant authority

  1. The Customer following termination hereby authorises the Company at the Company's absolute discretion either to retain, or destroy any items of mail addressed to the Customer or any items on the Premises which are the property of the Customer, or to return them to the sender, or to return them to the last known address of the Customer at the Customer's risk.

  2. When the registered office service is cancelled you will contact Companies House to provide an alternative registered office address, within 7 days. If you fail to do so, we will contact Companies House to ensure that they amend their records. All mail received after cancellation will be returned to sender.

4              SERVICE LEVELS

  1. We do not make any guarantees concerning turnaround times for delivery or receipt of mail. We will endeavour to forward mail in accordance with instructions placed at the time of ordering however we are not liable for delays due to postal services or external factors beyond our control with mail being delivered to or sent from our offices.

  2. Although every effort will be made to ensure a reliable service, in the event of any systems or human failure we will not be held liable for any immediate or consequential loss whatsoever.

  3. The Company shall not be liable for any indirect or consequential loss, including loss of profit, nor for any liabilities, costs, claims, demands or expenses arising from any event beyond its control including, but not limited to, any loss, damage, delay or misdelivery on the part of Royal Mail or any other carrier.

  4. The Customer will indemnify the Company against any expense, liability, loss, claim or proceedings incurred by the Company arising from use by the Customer of the Service, except to the extent that the same is caused by the negligence of the Company.

  5. There may however be occasions due to system failure or other circumstances where our service levels may be affected, in such cases reserves the right to alter the service until such time as we are able the resume normal services. It may be necessary to terminate our contract with you and we reserve the right to do so with immediate effect. In such extreme situations we would endeavour to provide reasonable notice.

5              GENERAL
 All staff must be treated with respect and dignity at all times. Any customer found to be acting in an inappropriate manner towards staff including, without limitation, aggressive behaviour, using foul language, intimidation and harassment, shall have their service cancelled with immediate effect.

6.             DATA PROTECTION

  1. We will treat personal data collected by us in a secure and confidential manner. We will not sell or make your information available to any third party for their own marketing purposes. We may provide your details to online review websites in order to promote our business, but we would seek your consent first and you can opt out.

  2. We may, from time to time, contact you with information and services offered by us, that we think may be of interest to you. You agree that we can contact you by letter, email, fax or telephone. If you do not wish to receive such correspondence, please notify us in writing. You can opt into this during the application form.

  3. The Company is obliged to maintain accurate and current details of the Customer as required by relevant UK authorities. These requirements may change from time to time. The Customer will promptly advise any change in details and provide all information reasonably requested and accepts that mail and packages may be withheld and/or inspected at the Company’s discretion, pending investigation of information provided.

7.             FORCE MAJEURE
 We shall not be liable to you for any breach in terms and conditions or any failure to provide services resulting from any event beyond our control including, without limitation, breakdown of systems, network access, fire, explosion, and accident, acts of God or extreme weather.

In accordance with our money laundering policy (MLR registration number: XFML00000118313 ) we ask to confirm your identity for mail services. Acceptable documents include valid passport/identity card or UK driving licence and proof of residence, e.g. recent utility bill showing address. This may include checking against electronic and other databases (public or otherwise).

a)     You will be asked to provide details that confirm your identity, company identity, address and contact details. We may ask, at any time, for original documents to confirm and verify details. 

  1. UK based clients - UK based clients ID are electronically checked with Lexis Nexis, this is solely for verifying your identity, so we comply with our MLR and Know Your Client regulations. The check will leave a soft footprint on your credit search but this will not have an effect for credit applications. A record of the search will be retained.

    If we are unable to confirm your identity via online electronic checks, you are required to provide certified copies signed by a professional person or authority. If not received in 10 days, we have the right to terminate the service without notice or refund.

    Should you wish to reinstate this account, there will be a charge of £25. The electronic checks are carried out by a third party and will not affect your credit history.

  2. Non-UK based clients - need to provide certified/notarised ID signed by a professional person or authority. If not received in 10 days, we have the right to terminate the service without notice or refund. Should you wish to reinstate this account, there will be a charge of £25

b)     Any changes to your contact details must be communicated to us in writing (email is acceptable). Any changes in address (contact or forwarding address) must be accompanied with new proof of address, for our due diligence purposes.
Where information is received that a company or individual is acting unlawfully, we are obliged to pass this information to the relevant authorities.

If we suspect the customer is acting in an unlawful manner we reserve the right to suspend service until such time as seen fit.
9              General Data Protection Regulation ( Data Protection Act 1998 (the Act) )
The information collected during your application may also be used to verify identity which is part of our legal obligation by HMRC and laid out above in section 8 regarding the Money Laundering Regulations. That information will be held securely on our systems. We will store the information and our verification thereof in accordance with relevant legislation.

In order to provide you with our services, you are required to provide us wth certain information, which is used to create your online account, and we may have to disclose to third parties. For example, our website developers and hosting company may access your records to assist us in fixing any technical problems, and have their own strict security and privacy policy procedures to follow. If paying by card, you will be diverted to a secure payment page hosted by our payment provider, Global Iris/Global Payments, and asked to provide debit/card information. After payment you are rdedirected back our site to complete your application, I-Support Business does not store or have access to your full card details. This is stored in line with their privacy policies.
The Regulations confers rights of access to certain information we hold.  You have the right to access your personal data and any supplementary information we may hold, so that you are aware of and can verify the lawfulness of the processing. The information can be provided free of charge but will incur a "reasonable fee" based on the administrative cost to provide the information, if is the request is manifestly unfounded or excessive. This will be provided within 1 month of the request.

As required by the Money laundering Act, all data will be keep for 5 years after the business relationship ends.
In addition this information may be used for the prevention or detection of offences for fraud prevention purposes. We may share any information we collect with the Police to assist with investigations and/or enquiries as well as other public or private sector agencies or representative bodies complying with legislation and in accordance with relevant statutory and regulatory obligations.

Data controller - Osoco Ltd: - 49 Station Rd, Polegate, East Sussex, BN26 6EA
Data Protection Officer - Nic Carnell - contact 01323 484542