Terms & Conditions / User Agreement

Reviewed: 13 January 2026

Introduction

These Terms & Conditions / User Agreement ("Terms") explain the agreement between you and UK Postbox for the use of our digital mail and address services. By creating an account or using our Services, you agree to be bound by these Terms and all policies referenced in them.

If anything is unclear, contact us at support@ukpostbox.com.

You must be aged 18 or over to use our Services.

Use of our Platform (website, mobile apps, and customer portals) is also subject to our:

  • Terms of Website Use (governing browsing and platform access)
  • Cookie Policy (governing cookies and tracking technologies)
  • Acceptable Use Policy (detailed rules for platform behaviour)

These Terms & Conditions govern the provision of our mail handling and related Services. Where there is any conflict between these Terms and the Terms of Website Use, the more specific or stricter requirement shall apply.

Definitions

"Services" – All digital mail, address, handling, scanning, forwarding, storage, destruction, platform and related services we provide.

"Platform" – Our website, mobile apps and customer portals.

"Customer", "you", "your" – The person or organisation entering this Agreement.

"Recipient" – Any person or organisation you add to your account to receive mail.

"Item" – Any letter, parcel or package delivered to a UK Postbox address.

"Policies" – The documents referenced in these Terms, including the Acceptable Use Policy, Restricted Goods Policy, Mail Inspection & Handling Policy, Privacy Policy, Data Protection Policy, Data Retention & Deletion Policy, Complaints & Escalation Process, Incident Response Policy, Sub-Processor List and others published in our Trust Centre.

Scope of the Agreement

These Terms apply to all users of our Services. Additional terms may apply to certain services (for example, business mailroom or APIs). If there is a conflict, the more specific or stricter requirement applies.

Changes to These Terms

We may update these Terms to reflect legal, service or security changes.

  • We will give at least 14 days' notice of any material changes.
  • Continued use of the Services after the effective date means you accept the updated Terms.

Our Services

What we provide

We provide virtual UK addresses, mail handling, scanning, digitising, forwarding, returns, secure shredding, physical storage, exports, business mailroom services, and optional add-ons.

Platform availability

We aim for high availability but cannot guarantee uninterrupted access. Scheduled maintenance may occur, and we will give notice where practical.

Verification (KYC/AML)

We verify identity and address using biometric and third-party systems. Additional checks may be required for AML, sanctions or risk reasons.

We may suspend or refuse service if verification cannot be completed.

Authority to receive and open mail

You authorise us to:

  • receive items addressed to you or your recipients;
  • open and inspect items where needed for safety, compliance or to provide the Services;
  • scan and digitise mail into your account.
Legitimate use of addresses

You must use our addresses lawfully and transparently. You must not:

  • imply you are a government body or regulated entity if you are not;
  • mislead others about your identity, status or location;
  • create a deceptive or sham presence;
  • continue using our address after your account ends.

Misuse may result in immediate suspension or termination.

Changes to addresses

We may renumber, rename or migrate addresses for operational reasons. Where practical, we will give you 30 days' notice.

Beta features

Beta features may be withdrawn at any time. They are provided "as is" without service guarantees.

Changes or withdrawal of features
  • We may change or withdraw non-core features for technical, security or commercial reasons.
  • If we make a significant change that materially reduces the overall service, we will give reasonable notice.
Customer Responsibilities for Access

To use our Services, you must:

  • Obtain access to the internet, either directly or through devices that access web-based content;
  • Pay any service fees associated with such internet access;
  • Provide all equipment necessary to make connection to the internet, including a computer, mobile device, tablet or other access device;
  • Be responsible for configuring your information technology, computer programmes and platform in order to access our Services;
  • Use your own virus protection software.

You understand that the technical processing and transmission involved in using our Services, including your content, may involve:

  • Transmissions over various networks not under our control;
  • Changes to your content to conform and adapt to technical requirements of connecting networks or devices.

We are not responsible for any issues arising from your internet connection, equipment, or configuration.

Our Platform may provide, or third parties may provide, links to other websites or resources. We may also integrate third-party services into our Platform.

You acknowledge and agree that:

  • We have no control over such external sites and resources;
  • We do not endorse and are not responsible for any content, advertising, products, or services on or available from such sites or resources;
  • We are not responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with use of or reliance on any such content, goods or services available on or through any such site or resource;
  • Any dealings you have with third parties found through our Services are solely between you and the third party, including payment and delivery of goods or services.

Links to third-party sites should not be interpreted as endorsement by us of those sites or their content.

Your Account

  • You must provide accurate registration details and keep them up to date.
  • You are responsible for the security of your login credentials until you notify us of unauthorised access.

Plans, Fees and Payments

Plans and billing

Current plans and prices are listed on our website. Plans renew automatically unless cancelled.

Payment terms
  • Fees are payable in advance unless agreed otherwise.
  • Late payments may incur interest (1.5% per month or the legal maximum, whichever is lower) and reasonable recovery costs.
Price changes
  • We will give advance notice of price changes.
  • Changes apply from your next renewal unless required differently by law.
VAT & taxes
  • Prices exclude VAT unless stated.
  • International forwarding may incur duties or taxes payable by you.
Collection Costs

You agree to be liable for all reasonable legal fees, costs and disbursements incurred by UK Postbox in collecting your unpaid account, including but not limited to solicitor's fees, court costs, and debt collection agency fees.

Billing Disputes

The charges contained on your account statement will be deemed acceptable by you unless you notify us of any billing discrepancy within 60 days after they first appear on your account statement. After this period, you waive the right to dispute those charges.

Payment Methods

We accept the following payment methods:

  • Credit cards
  • Debit cards
  • PayPal
  • Bank transfer (wire transfer)

We do not accept:

  • Personal cheques
  • Bank cheques
  • Cash by post
Credit Card Authorisation

If you have elected to pay by credit card, and we do not receive payment from the credit card issuer, you agree to pay all amounts due to UK Postbox immediately upon demand. Each time you use the Services, you authorise us to charge your designated credit card account for the applicable fees then in effect. Your agreement with your credit card issuer governs use of your credit card, and you must refer to that agreement to ascertain your rights and liabilities as a cardholder.

Renewal Late Payments

If payment fails at renewal and your account lapses, we will charge from the original renewal date through to the end of the new contract period (new renewal date) upon reactivation. If you create a new account rather than reactivating, standard setup fees will apply in addition to plan fees.

Mail Handling

Receiving items
  • Use the exact address format we provide.
  • We are not responsible for delays or missing items caused by incorrect addressing.
Scanning and digital copies

We create digital images of your mail for use within your account.

You retain ownership of your content; we hold a licence to process it solely to deliver the Services.

Storage and retention
  • Physical items: stored for one month unless forwarded, returned or destroyed. Storage charges may apply after that period.
  • Digital items: retained according to your account settings. Deleted items may remain briefly in encrypted backups.
Forwarding, customs & risk
  • International forwarding is provided on DDU or DAP terms as applicable.
  • You are responsible for customs accuracy, duties and taxes.
  • Risk transfers to you when the carrier accepts the item.
Prohibited & restricted items

You must not request handling of prohibited items. Restricted items must meet all carrier and legal requirements.

Importer/Exporter of Record

For international forwarding, you are the Importer or Exporter of Record. You must provide accurate declarations.

Lien for unpaid fees

We may retain, return, sell or securely dispose of items after reasonable notice to recover unpaid fees.

Secure destruction

We destroy items securely following recognised standards (e.g., BS EN 15713).

Acceptable Use & Behaviour

You must comply with all referenced Policies. Prohibited activities include:

Fraud, impersonation and misrepresentation

Using the Services for fraudulent purposes, impersonating others, or misleading third parties.

Handling unlawful or dangerous items

Sending, storing or forwarding prohibited items or restricted items that do not meet legal conditions.

Platform misuse

Unauthorised access, attacks, scraping outside allowed limits, or behaviour that may harm the Platform.

Regulated or high-risk activities

Offering regulated services without authorisation, operating crypto exchanges/custodial wallets, or other restricted activities.

Abuse towards staff

We operate a zero-tolerance policy regarding aggressive, intimidating, abusive and threatening behaviour towards our employees via any form of communication, including telephone, email, chat, or any other means.

In such circumstances, our employees are authorised to:

  • Inform you that they will end the communication;
  • Advise you that we operate a zero-tolerance policy and will not continue any form of correspondence;
  • Report the incident to management.

Violations of this policy may result in immediate suspension or termination of your account without further notice or refund.

Defamatory or harmful public posts
  • You must not publish statements about UK Postbox, our services or our staff that you know, or ought reasonably to know, are false, misleading or defamatory.
  • Malicious or misleading public statements may lead to suspension, refusal of service, or legal action.
No resale of services

You must not resell, sublicence or commercially provide our Services to third parties without our written permission.

Export controls and sanctions

You must comply with applicable export-control and sanctions laws when transmitting data or materials via our Services.

Platform Security & Unauthorised Access

You must not:

  • Attempt to gain unauthorised access to any part of our Platform, other accounts, computer systems, or networks connected to any UK Postbox server through hacking, password mining, or any other means;
  • Interfere with, disrupt, or create an undue burden on the Platform or the networks or services connected to it;
  • Attempt to breach security or authentication measures without proper authorisation;
  • Engage in any activity that disrupts, diminishes the quality of, interferes with the performance of, or impairs the functionality of the Services or Platform;
  • Knowingly introduce viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful;
  • Attack our Platform via a denial-of-service attack or a distributed denial-of-service attack.

By breaching this provision, you may commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and will cooperate with those authorities by disclosing your identity to them.

In the event of a suspected or actual violation of these provisions, we reserve the right to suspend or terminate your account immediately and without notice. Violators may be prosecuted to the fullest extent of the law.

Specific Prohibited Content & Activities

In addition to the general prohibitions in this section you specifically must not use our Services to:

  • Send unsolicited advertising or promotional materials, including without limitation spam or chain-type letters;
  • Facilitate or promote activities that constitute gambling or betting;
  • Create, solicit, transmit, upload, or publish any communication which:
  • Is obscene, lewd, lascivious, filthy, or indecent, with intent to annoy, abuse, threaten, or harass another person;
  • Violates any intellectual property rights of others, including infringement of copyrights, trademarks, patents, or trade secrets;
  • Libels, defames or slanders any person, or infringes upon any person's privacy rights;
  • Contains or embodies any computer virus, harmful component or corrupted data;
  • Adversely affects the performance or availability of our Platform or Services for other users;
  • Impersonates any person or entity, including without limitation UK Postbox personnel or other customers;
  • Attempts to solicit or collect personal information from minors without appropriate prior verifiable parental consent;
  • Violates any applicable local, national, or international law, including but not limited to laws relating to export of prohibited or restricted information.

We reserve the right to modify or cancel any User ID or recipient name that we deem offensive, vulgar, or obscene.

Marketing and Commercial Communications

By creating an account, you authorise us to send you:

  • Service-related notifications and updates;
  • Important account information;
  • Changes to our Terms, Policies, or Services.

With your explicit consent (which you may provide during registration or subsequently), we may also send you:

  • Marketing emails about new features, products, or services;
  • Promotional offers and discounts;
  • News and updates about UK Postbox;
  • Information we deem of potential interest to you regarding internet communication or related services.

You may opt out of marketing communications at any time by:

  • Clicking the "unsubscribe" link in any marketing email;
  • Updating your preferences in your account settings;
  • Contacting us at support@ukpostbox.com.

Please note that even if you opt out of marketing communications, you will continue to receive essential service-related notifications.

Privacy & Data Protection

We process personal data in accordance with our Privacy Policy, Data Protection Policy, Data Retention & Deletion Policy, Incident Response Policy and Sub-Processor List.

For full details on how we collect, use, store, and protect your personal data, please see our:

  • Privacy Policy
  • Data Protection Policy
  • Data Retention & Deletion Policy
  • Cookie Policy

All available in our Trust Centre.

We act as:

  • Controller for service administration and account data;
  • Processor for certain mail-content data processed under your instructions.

We maintain appropriate technical and organisational measures (Article 32 UK GDPR).

We will notify you of data incidents where legally required.

Cooling-Off, Cancellations & Refunds

Cooling-off period
  • Consumers have 14 days from the day after account creation to cancel.
  • If you ask us to begin Services within that period, we may deduct the cost of work performed.
Plans

May be cancelled at the next renewal.

Refunds
  • Unused account credit will be refunded minus outstanding fees.
  • Plan fees are non-refundable unless required by law.
Address use after closure

You must update all senders and official records to a non-UK Postbox address before your account closes.

Specifically, if you have used our address for:

  • Companies House Registered Office address;
  • Director's service address;
  • Any registration with UK government departments including HMRC;
  • Any other official or regulatory purpose;

You must change these registrations to a non-UK Postbox address before closing your account.

Continued use of our address after account closure, whether intentional or due to failure to update your registrations, will result in:

  • Continued charging at your previous plan rate;
  • Additional handling fees for any mail received;
  • Potential suspension of mail handling if fees are not paid.

We will attempt to notify you if mail continues to arrive after account closure, but you remain responsible for updating all registrations in a timely manner.

Notices

We may send notices by email or through your account.

Notices are considered received 24 hours after sending unless we receive a bounceback.

Law-Enforcement & Regulatory Requests

We comply with valid law-enforcement and regulatory requests.

Where lawful, we will notify you before disclosure.

We may file Suspicious Activity Reports without notification.

Intellectual Property

Ownership

The Platform and all associated intellectual property rights, including but not limited to patents, copyrights, trademarks, trade secrets, and proprietary technology, belong to us or our licensors. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

Restrictions on Use

You must not:

  • Modify, translate, reverse engineer, decompile, or disassemble the Platform or any component thereof (including, but not limited to, any third-party content or services contained in the Platform);
  • Remove any proprietary notices or labels contained in the Platform;
  • Copy, reproduce, or create derivative works based on the Platform except as expressly permitted by law;
  • Permit any other party to do any of the above.
Proprietary Rights

All applicable rights to patents, copyrights, trademarks and trade secrets contained in the Platform and any modifications to them are, and shall remain, the property of UK Postbox Limited or our third-party content and/or service providers, as the case may be.

User Content

You retain ownership of content you upload or submit through the Services. However, by using the Services, you grant us a limited, non-exclusive, royalty-free licence to process, store, and transmit your content solely for the purpose of providing the Services to you.

Service Standards & Support

We provide Services using reasonable care and skill.

Support is available during published hours.

Warranties & Disclaimers

The Services are provided "as available".

Nothing in these Terms limits your statutory rights.

Specific Disclaimers

To the fullest extent permitted by law, we make no warranty that:

  • The Services will meet your specific requirements;
  • The Services will be uninterrupted, timely, secure, or error-free;
  • The results obtained from use of the Services will be accurate or reliable;
  • The quality of any services, information, or other material obtained through the Services will meet your expectations;
  • Any errors in the software or Platform will be corrected;
  • The Services are completely free from technical inaccuracies or typographical errors.

For Business Customers: We expressly disclaim all warranties of any kind, whether express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

Any material downloaded or otherwise obtained through use of the Services is accessed at your own discretion and risk, and you are solely responsible for any damage to your computer system or loss of data that results from downloading any such material.

No advice or information, whether oral or written, obtained by you from us or through the Services shall create any warranty not expressly stated in these Terms.

Limitation of Liability

Nothing excludes liability for death or injury caused by negligence, or any liability that cannot legally be excluded.

For business customers: our total liability in any 12-month period is limited to the fees paid for the Services in that period.

For consumers: we are responsible for foreseeable loss caused by our breach.

We are not suitable for high-risk uses such as medical, aviation or safety-critical environments.

High Risk Activities

UK Postbox is not fault-tolerant and is not designed, manufactured, or intended for use or resale as online control equipment in hazardous environments requiring fail-safe performance.

Our Services must not be used in:

  • Operation of nuclear facilities;
  • Aircraft navigation or communication systems;
  • Air traffic control;
  • Life support machines;
  • Weapons systems;
  • Any other application or environment in which the failure of our Services could lead directly to death, personal injury, or severe physical or environmental damage ("High Risk Activities").

In addition to the other disclaimers and limitations contained within these Terms, we and our affiliates, agents, content providers, service providers and licensors specifically disclaim any express or implied warranty of fitness for High Risk Activities.

You acknowledge that our Services are not suitable for situations where failure could lead to loss of life, personal injury, or significant property or environmental damage, and you agree not to use them in such situations.

Indemnity (business customers)

Business customers indemnify us for third-party claims arising from unlawful use, breaches of these Terms, or infringement caused by their content or instructions, except where caused by our own breach.

Complaints & Dispute Resolution

Complaints are handled under our Complaints & Escalation Process published in the Trust Centre.

Consumers may use ADR where available and may bring proceedings in their local UK/EU court.

Termination & Suspension

We may suspend or terminate your account if you:

  • breach these Terms;
  • fail verification checks;
  • use the Services unlawfully;
  • fail to pay fees when due.

We may also terminate on 30 days' notice for any reason.

What happens to your mail on termination
  • Physical items may be returned, forwarded or securely destroyed after reasonable notice.
  • Storage fees may apply for any period items are held.
  • Digital access to your account will end on termination; digital items will be deleted per our Retention Policy.
Inactive Accounts
PAYG (Pay As You Go) Mail Plans

If your PAYG account remains inactive (no credit, no login or mail activity) for:

One month:

  • Physical mail will be held at your address
  • No digital scanning will be performed
  • Standard storage fees may apply

After one month:

  • Physical mail may be returned to sender
  • You will be notified before return where practical

Six months:

  • Account may be automatically closed
  • All physical mail will be securely shredded
  • Digital mail will be permanently deleted
  • No refund of remaining plan fees will be provided

We will attempt to contact you before closing an inactive account, but you are responsible for maintaining an active account if you wish to continue receiving services.

Inactive Accounts Due to Non-Renewal

If your account becomes inactive due to non-payment or non-renewal:

One month:

  • Physical mail will be held at your address
  • No digital scanning will be performed
  • Standard storage fees may apply
  • You will be notified before return where practical

Six months:

  • Account may be permanently closed
  • All physical mail will be securely shredded
  • Digital mail will be permanently deleted

You are responsible for maintaining an active account if you wish to continue receiving services.

Reactivation during the 1-6 month period: If you wish to reactivate your account during this period, you will be charged the outstanding amount required to bring your account renewal up to date, covering the full period from the original renewal date through to the new renewal date, plus any applicable storage fees or handling charges incurred during the inactive period.

Assignment

You may not assign or transfer this Agreement without our written consent.

We may assign or transfer it to another group company or purchaser, provided your rights are not materially reduced.

Entire Agreement, No Waiver, Severability

These Terms and the referenced Policies form the entire agreement between you and us for the Services.

If we do not enforce a right, that does not waive it.

If any part is found invalid, the rest remains in effect.

Third-Party Rights

No one other than you and us has rights under this Agreement under the Contracts (Rights of Third Parties) Act 1999.

Force Majeure

We are not responsible for delays caused by events outside our reasonable control.

We will resume performance as soon as feasible.

Governing Law & Jurisdiction

For business customers: this Agreement is governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction.

Consumers may bring proceedings in their local UK/EU court.

Version History

  • Published: 13 January 2026
  • Previous version: 30 October 2025
  • Changes in this version: Enhanced security provisions, intellectual property protections, platform misuse clauses, payment terms, and compliance requirements
  • Next review: 13 January 2027, or sooner if laws or services change

All contents of the Services are: Copyright © 2026 UK Postbox Limited and/or its suppliers. All rights reserved.

UK Postbox and other UK Postbox products and services referenced herein are either trademarks or registered trademarks of UK Postbox Limited. The names of actual companies and products mentioned herein may be the trademarks of their respective owners.

UK Postbox Limited

13 Freeland Park, Wareham Road, Lytchett Matravers, Poole, Dorset, BH16 6FH, United Kingdom


Support: support@ukpostbox.com

Security: security@ukpostbox.com

Legal notices: legal@ukpostbox.com

Data protection: dpo@ukpostbox.com

Complaints: complaints@ukpostbox.com

Accessibility: accessibility@ukpostbox.com

Website: www.ukpostbox.com


Registered in England and Wales Company Number: 06723381

MLR registration no: XLML00000192390

ICO registration no: ZA038907