General Terms

1What is the contact length / Payments Terms / Auto Renewal

1. If you are not completely satisfied with our services in any shape or form, you must cancel this agreement by giving a one calendar month written notice. If you fail to do so, the service will continue to operate until such time that notice is given, to which any payments incurred will be subject to settlement. We operate a No Refund policy on annual payments, due to the applicable discounts given upon sign-up of your service(s).

By signing for the services on this website, you also agree to allow re-billing of your credit/debit card (where applicable) for your monthly/annually recurring debts. If you wish to change/update the aforementioned information, then you must do so via your account manager.

Upon expiration of your Annual payment, you have the choice to pay for a further year, or have the service continue until such time that the one month notice is given to terminate. Failure to give such said notice will result in you being liable to pay for any additional months of service used beyond the renewal date of your annual payment.

2Terminate the service / Responsibility /

We reserve the right to terminate the service without notice or refund if any of these terms have been breached or if it is our belief that the service is being used with fraudulent or criminal intent. Upon termination of service, you must take all reasonable steps to notify all your contacts using this office of your new address, telephone number(s) & fax number(s) or the termination of use of your address, telephone number(s) or fax number(s) and others.. Failure to notify your contacts after termination may result in further fees or charges.

In the event of any individuals arriving at our locations, who is connected with your business either as a client or partner, acting in an abusive or disrespectful manner, we reserve the right to inform such said person(s) of the service agreement we hold with you.

3Setup Fee / Deposit / and more

The appropriate set-up fee, holding deposit & service fee are payable in advance. If the service fee is not paid when due, the service may be suspended without notice, until such payment is made. All calls, messages, faxes and mail items received shall be held and can only be forwarded when such payment is made including our additional services. If the service fee is overdue by 30 days the service may be deemed to have terminated. All messages held by us at termination of services shall be destroyed. All mail held by us at termination of service shall be returned to sender or destroyed, as appropriate. Outstanding monies will be deducted from the holding deposit. Any outstanding monies beyond the amount of the holding deposit may be recovered by a debt collection agency or through a claim to the relevant County Court.

4Reinstatement of a service
Once service has been terminated, reinstatement of services is strictly subject to our approval. Such a service will be deemed as a new service and a new setup fee, deposit and service fee is payable. The amounts charged and the services provided may differ from the original service and additional terms & conditions may be imposed.
5Information you provide us must be accurate
To receive our services you must provide us with a proper contact address and telephone details. You must inform us immediately of any changes to your contact details, including your email address, or change requests to your service. We communicate your account via monthly invoice, and it is your responsibility to ensure that you have received these monthly invoices and to contact us as soon as possible if the latest summary is not received. We reserve the right to suspend or terminate your service if we are unable to contact you appropriately.
6How do I reinstate my lost services?

As registered members of Trading Standards (Westminster Trading Standards London Local Authorities Act number LLA085) and HMRC Anti Money Laundering Regulations (Anti Money Laundering Regulation Number 12557616), we have a legal responsibility to capture the necessary KYC.

On accepting our Terms and Conditions, you agree to provide us with photo id and proof of residency for all directors/shareholders of the business which uses our services. This regulation also extends to individuals/sole traders who wish to use our services.

We will also require (where applicable) a scanned copy of your certificate of incorporation. Failure to supply any of the aforementioned ID/documents, will result in your account being suspended or terminated in compliance and accordance with the respective associated laws and regulations we are governed by.

7Service disruption

Due to the type of services we provide any compensation claim shall be limited in total to one month's service fee. We cannot accept any compensation claim that is the result of consequential loss to your business and, by accepting these terms you fully agree to indemnify us from any such claim. You also fully agree to indemnify us from any claim arising from whatever reason, from a third party, and that any such claims will be handled solely and completely between yourself and the third party.

In the event that the third party fails to deliver on a particular service, e.g. The Royal Mail misplacing post, Telecom providers (e.g. BT) failing to offer a telecommunication service,or other, we will not be liable, nor applicable to any form of refunds or compensation claims related to the service.

8Term

This agreement is personal to the client and is not assignable. This agreement creates no rights in any third party to enforce its terms pursuant to section 1 of the Contracts (Rights of Third Parties) Act 1999. This agreement is a contractual agreement for the provision of services by the owner to the client and the client acknowledges that no tenancy or lease rights are created in favour of the client.

Mail Forwarding Terms

1Mail forwarding charges

The following is charges for forwarding your mail. These charges are not part of your monthly service fee, and will be charged on your monthly invoice (excluding medium and large parcels)

Individual charges:

Letters Royal Mail charges * + 20p handling fee

Small parcels Royal Mail charges + 20p handling fee

Medium/Large parcels From £2.50

Special delivery items From £7.45

* Based on Royal Mail's 1st class fees

Medium/Large parcel and Special Delivery fees explained

Medium and large parcels are classified as being larger than A5 in size (cannot fit through a letterbox). Once we calculate the costs of forwarding the parcel, we will send you an email with a link to make a payment online via your account. Once we receive your payment, we will forward your parcel.

For items that arrive as special delivery will be forwarded as special delivery also. Depending on what part of the world the parcel is going to, the weight and size, the cost starts from £7.45.

We will calculate the costs of forwarding the parcel, and we will send you an email with a link to make a payment online via your account. Once we receive your payment, we will forward your parcel.

Please note: Most of our customers spend less than £20 per month in postage fees. You can view your postage deposit charges via the My Deposit section in your account.

2Registered Office Mail Forwarding vs. Virtual Office Mail Forwarding
What's the difference? We offer mail forwarding as part of our Registered Office and Virtual Office services. However, there is a difference in the type of mail that is forwarding for each service. Continue reading to find out. Virtual Office Mail Forwarding What's included: Use our London address as your business mailing address and receive letters from your bank, clients, customers, etc. Use our London address as marketing or advertising for your company. What's not included: The use of our London address as a company's registered office. Companies House require an official registered office address. Forwarding of official mail. Therefore, you should consider using a registered office service should you wish to receive this type of mail. Registered Office Mail Forwarding What's included: Use our London address as your company's registered office and receive official mail. What's not included: The use of our London address for marketing or advertising purposes for your company. Therefore, you should consider using an alternative address. Forwarding of business mail, i.e, letters from your bank, customers, suppliers, etc. Therefore, you should consider using a Virtual Office service or providing an alternative address. Our Registered Office service can be found here. Please note: if you would like us to receive and forward your official and business mail, both the Registered Office and Virtual Office service would need to be purchased together.
3Storage of parcels

What happens when we receive a parcel for you

We will email you as soon as we receive any parcels for you (a parcel is defined as any item weighing over 1kg). Small parcels that can fit through a letterbox, are sent via standard 1st class post and normal Royal Mail charges will apply.

Fees

There will be an additional one-off charge of £5 per item to your account before we post the parcel.

If your account is set to 'post when arrives', we'll calculate the cost of forwarding your parcel which is then emailed you. Once we receive your payment, we will forward your parcel.

Please note, we have limited storage space available at our offices, and to bear this in mind if you collect your parcel. Parcels that are not collected within 5 working days (including the day of receipt) will incur a storage charge of £5.00 per week per item commencing on the 6th day, which will have to be paid before the item is released.

Parcels collected within 5 working days from the date we received it, will not incur any storage fees. Only the £2.50 handling charge will apply.

We will not accept any items weighing more than 10kg or larger than 60cm x 60cm in dimension. We impose this limit because we are primarily a mail-forwarding service. Unfortunately, we do not have the storage facilities to house large parcels.

Should you need to make any payments for storage fees, you will need to go to log into your account and click Outstanding Payments > My Payments.

A guideline of mail forwarding charges can be found here.

Your text

FAQs What happens if I forget to pay the storage fee? We will send you friendly reminder emails if your parcel is in storage. If the storage fee remains unpaid after 7 days from when the parcel first arrived, your services may be suspended. After 14 days of non-payment, unfortunately, your parcel will be returned to sender (where possible) or destroyed. What if I do not want the parcel? You can send a request to info@firstcallvirtualoffice.com from the email registered to your account along with your account number and company name, advising you do not want the parcel. The parcel will be returned to sender (where possible) or destroyed. We will then remove or refund any storage fees paid. Can I collect my parcel instead? Yes, please reply to the email advising us you would like to collect your parcel. Please do not forget to bring your ID upon arrival. Directions to our offices can be found here. A full description of our storage of post/parcels can be found in our terms and conditions.
4How often is mail forwarded?
We sort and forward post on a daily basis and therefore what we receive today gets sent out the same day, you will receive tomorrow if in the UK and worldwide destinations may take a few days depending on the Royal Mail.
5How do I upgrade / downgrade my package?
If you would like to upgrade or downgrade your current package, please send your request to info@firstcallvirtualoffice.com along with your company name, account number and the package you would like to either upgrade or downgrade. Our Customer service team will get back to you once the service has been added to your account. The price of the package you downgrade or upgrade to will be reflected on your next payment due date. IMPORTANT: All requests must be sent from the email address registered to your account, we cannot accept requests over the telephone for security reasons.
6Where do I send my ID documents?

When signing up to our Virtual Office service (Mail Forwarding) you will be asked to complete your account details as well send scanned copies of your proof of ID and address documents for verification.

Please send clear scanned copies to

id@firstcallvirtualoffice.com along with your company name.

Please remember: if you're non-UK resident, your documents will need to be notarised or certified.

Please send scanned copies of the documents rather than the originals, and remember to include your company name.

Until these documents are received, you may not use our address for your mail forwarding address. If we do receive any mail for you during this period, it will unfortunately, be returned to sender.

Money Laundering Terms

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Telephone Answering Terms

1Call Script / Call Center Hours / additional charges / amendments

The set up and customisation of Operator screens are made so that calls are answered and handled accurately for your business and exactly in accordance with your instructions.

Calls are answered either during UK business hours, or 24 hours a day, 365 days a year (depending on the service which you have signed for), and can be handled and delivered by e-mail, sms, web access & patched (where applicable).

Calls are charged at £0.95p per message.Operator calls made out to land line or mobiles are charged as an additional call. Patched calls are charged at the applicable airtime rate plus a £0.45p patching charge.

We provide all clients with a custom call script if they require additional or more “complex call script” this may be chartable.

We may provide you with a custom call script if required and subject to the terms and conditions thereto on the Order as approved by FirstCall – We Add Value.

You may amend the answer message or patch through number or telephone number that we use in respect of our Call Handling Services, provided that you give us at least 30 days' notice in writing of such change.

2Responsibility of the client
If you are to launch mass mail shots or large scale campaigns where you believe that a large volume of calls are to be expected, you must call and give at least 3 days notice so that we are in a position to handle such calls. Failure to notify us of this can result in the call centre being unable to handle all your calls.
3Additional one-off / on-going additional charges:

Clients may upgrade or downgrade their live handling service at any time giving 1 month notice and subject to £30 admin fee.

Change/Upload of Business Jingle music subject to £10 one-off

Every amendment to the live call handling script has a charge of £5 excluding Email/SMS after a period of 1 month as from the line was activated.

4I don't want to change my number but I need a telephone answering service. Can you help?
Yes, our Call Divert Service is perfect to allow calls to divert directly to your landline or mobile. We will still need to allocate a unique number to you. You will then have to instruct your existing phone service provider to divert your calls to the new number we have given you.
5Limitations and Restrictions

In the event that, for whatever reason (including, without limitation, as a result of any marketing or promotional campaign) you envisage a material increase in the volume of calls to be handled pursuant to the Call Handling Service, you will notify us in writing as soon as you become aware of the circumstances likely to give rise to such change in volume. Where the expected or actual increase is more than 20% in any one calendar month, above the average monthly volume prior to that month, we reserve the right, on notice in writing to you, to increase the Fees payable in respect of the Call Handling Services proportionate to the amount of the increase and/or to invoice you for Fees in advance on account of future Fees that may accrue.

All prices including any additional charges when applicable, are clearly shown on each dedicated page for the services.

Note* We are not liable, nor applicable to any forms of refunds or compensation claims due to an involved/failing third party related to this service.

Serviced Offices Terms

1How do i view the serviced office i have found ?
We welcome you to email us the link or location and we will get one of our managers to make direct contact with you to arrange a tour info@firstcallvirtualoffice.com

Meeting Rooms Terms

1How much is a meeting room?
Prices of meeting rooms varies depending on location, facilities and availability. We welcome you to email us for further details and a quick quote/booking: info@firstcallvirtualoffice.com
2Can i cancel my Meeting Room booking ?
Once a booking has been made, we are unable to cancel.
3Damage
You are responsible for the space allocated to you during your event. Any damage to your allocated rooms or their contents (or any other part of etc’s venues) incurred as a result of your or your invitees’ (or representatives of either) acts omissions or negligence will result in a charge based on the reasonable costs of repair.
4Client Property
Whilst reasonable efforts are made to ensure etc’s premises are safe and secure, etc does not accept any liability for any theft, loss or damage to clients’ and visitors’ property.
5Externally Purchased Food and Beverag
Externally purchased food may not be brought on to the premises for consumption. Other than that supplied by etc, wines, spirits or other beverages are not permitted on to the premises without etc’s prior written consent, where a “corkage” charge will be made.
6Cancelling Your Meeting Room Booking
To cancel your booking please email info@firstcallvirtualoffice.com quoting your booking reference and booking time/date. We do not offer refunds on cancellations once the bookkeeping has been setup.

Vocalist Services Terms

1Can i choose my own background music ?
Yes you may, We recommend you listen to our large range of music and select the category which suits with your business.
2Is the background music copyright free?
Don't worry, the background music we provide with the service includes copyrights.
3How long does it take once i sent my text and selected music background?
Once we receive confirmation you will receive your mp3 or any other format required within 3-6 working days.
4If i want to change my background music ?
We can change your selected background music, there is an additional one-off charge of £20.
5Can someone help me with the text?
Yes, there is an additional one-off setup fee of £10 for one of our vocalist managers to discuss your recording requirements via the phone and email to conclude upon the best text for your business. (highly recommended)
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Fax to Email Terms

1Entire Agreement
This agreement, together with any price schedules or other supplemental documents expressly referenced herein, and published from time to time by FirstCall, constitutes the entire agreement between FirstCall and you regarding FirstCall services, and supersedes all prior agreements between the parties regarding the subject matter of this Agreement.
2The Services

FirstCall – We Add Value offers fax-to-email, email-to-fax, fax broadcast, fax-on-demand and other services (collectively "Service" or "Services").

FirstCall – We Add Value reserves the right to modify or discontinue any of the Services with or without notice to you. FirstCall shall not be liable to you or any third party should FirstCall – We Add Value exercise its right to modify or discontinue the Services.

3Privacy Policy

FirstCall – We Add Value is dedicated to establishing trusting relationships with its Customers, based on respect for personal identity and information. Our Privacy Policy, a current copy of which is available at https://www.firstcall.co.il/security, outlines our handling of data collected during the regular course of supplying FirstCall Fax to Email services

5.2 FirstCall – We Add Value shall not disclose contents of faxes sent through the service, nor details regarding its originator or recipient(s), except to such persons duly authorized.

4Customer Representations
You represent and warrant that you possess the legal right and ability to enter into this Agreement. You agree to be financially responsible for your use of the Services as well as for use of your account by others.
5Customer Responsibilities

You are fully responsible for the contents of your transmissions through the Services. FirstCall acts as a passive conduit for you to send and receive information of your own choosing.

You agree: (1) not to use the Services for illegal purposes; (2) not to interfere with or disrupt networks connected to the Services; (3) to comply with all regulations, policies and procedures of networks connected to the Services; (4) not to use the Servies to infringe any third party's copyright, patent, trademark, trade secret, or other proprietary rights, or rights of publicity or privacy; and (5) not to transmit through the Services any unlawful, harassing, libelous, abusive, threatening, harmful, obscene or otherwise objectionable material of any kind or nature.

FirstCall – We Add Value reserves the right to take any action with respect to the Services that FirstCall deems necessary or appropriate in its sole discretion if FirstCall believes that: (1) You or your information compromises or disrupts the Service for you or other Customers; or (2) Your use of the service contradicts any applicable local, national, or international laws and regulations.

You must: (1) maintain any security of your Customer identification, and other confidential information relating to your FirstCall Fax to Email account and (2) be responsible for all charges resulting from use of your Fax to Email account, including unauthorized use prior to your notifying FirstCall of such use and taking steps to prevent its further occurrence.

As part of the registration process, you will be required to provide an email address and select a username and a password. You may change your password and set a password to protect your faxes after logging in to the FirstCall website. You are entirely responsible for any failure to maintain the confidentiality of your username and password. Furthermore, you are entirely responsible for any and all activities that occur under your account. You agree to immediately notify FirstCall of any unauthorized use of your account or any other breach of security known to you.

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6Ownership

You understand and agree that you are not the owner of any FirstCall Fax to Email number assigned to you by FirstCall – We Add Value. Ownership of any such FirstCall number is vested solely in FirstCall – We Add Value (which will assign such number to you for your use during the term of this agreement). You understand and agree that following the termination of your FirstCall Fax to Email account for any reason, such FirstCall number may be re-assigned immediately to another customer, and you agree that FirstCall will not be liable for damages arising out of any such re-assignment, and you hereby waive any claims with respect to any such re-assignment, whether based on contractual, tort or other grounds, even if FirstCall has been advised of the possibility of damages.

You further understand and agree that FirstCall may from time to time need to change the FirstCall number assigned to you. You agree that FirstCall will not be liable for damages (including consequential or special damages) arising out of any such change in the FirstCall number assigned to you, and you hereby waive any claims with respect to any such change, whether based on contractual, tort or other grounds, even if FirstCall has been advised of the possibility of damages.

7Indemnification
You agree to indemnify FirstCall and each of its licensors and service providers from and against any and all liabilities, expenses (including attorneys' fees) and damages arising out of claims based upon use of your FirstCall account, including any violation of this Agreement by you or any other person using your account, any claim of libel, defamation, violation of rights of privacy or publicity, any loss of service by other customers, any infringement of intellectual property or other rights of any third parties, and any violation of any laws or regulations prohibiting transmission of unsolicited faxes.
8General Terms

This agreement and your use of FirstCall Services is subject to Israel Law, and the parties submit to the exclusive jurisdiction of the Israel Courts. If any provision of this Agreement is held to be invalid or unenforceable, such provision shall be struck and the remaining provisions shall be enforced. FirstCall failure to act with respect to a breach by you or others does not waive FirstCall – We Add Value right to act with respect to subsequent or similar breaches. You may not assign or transfer this Agreement or any rights hereunder, and any attempt to the contrary is void. FirstCall shall not be liable for any delay or failure to perform resulting directly or indirectly from any causes beyond FirstCall reasonable control.

FirstCall cannot be held responsible for any loss, damage or injury caused by or attributed to the service. It cannot accept any responsibility for loss of earnings, hardship or any other financial claim for damages through the use of the service.

CallMe Terms

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Fax Divert Terms

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Fax to Email Terms

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Virtual Numbers Terms

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Chat For Website Terms

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