Customer Rights & Responsibilities

Reviewed: 29 January 2026

At a glance

This page summarises what you can expect from us (your rights) and what we expect from you (your responsibilities).
It sits alongside our Terms & Conditions / User Agreement, Website & Platform Terms of Use, and Trust Centre policies.
It uses plain English and does not limit any legal rights under UK law (e.g., UK GDPR, Consumer Rights Act 2015, CCRs 2013).

Purpose

To provide a clear, customer‑friendly statement of your key rights when using UK Postbox, and the responsibilities that help keep our services safe, lawful and reliable for everyone.

Scope

This statement applies to all UK Postbox customers and to all services described in our T&Cs (virtual addresses, mail receiving, opening/inspection, scanning, storage, forwarding/returns, shredding, and related features), whether used via our website, apps or portals.

Your rights

Clear information & fair treatment

To clear, accurate information about plans, fees and charges before you buy.
To be treated fairly, respectfully and without discrimination.
To be informed about material changes to our terms or services in advance where practicable.

Consumer rights (if you’re a consumer)

Services will be provided with reasonable care and skill (Consumer Rights Act 2015). If we do not, you may be entitled to a remedy.
A 14‑day cooling‑off period under the Consumer Contracts Regulations 2013 (CCRs). If you ask us to begin providing services during this 14-day period, you retain the right to cancel but you will be required to pay for services already provided up to that point.
The right to bring proceedings in your local UK/EU court.

Privacy & data protection

To understand how your personal data is used and protected (see our Privacy Policy, Data Protection Policy, Data Processing Agreement where applicable).
To exercise your UK GDPR rights (access, rectification, erasure, restriction, portability, objection) through our Trust Centre process.
To object to direct marketing and manage cookie choices under PECR (Privacy and Electronic Communications Regulations).

Accessibility

To reasonable adjustments and accessible channels. We aim for WCAG 2.2 AA and publish our Accessibility Policy and contact route for barriers.

Security & account controls

To secure access to your mailbox and to tools to help protect your account (e.g., password reset, multi‑factor authentication where available).
To be notified of significant security incidents affecting your data without undue delay (and within 72 hours where required under UK GDPR Article 34), in line with our Incident Response processes.

Service management

To choose how items are handled (e.g., open & scan, forward, return, shred) within the options we provide.
To request forwarding using our supported carriers and service levels; we normally ship on DAP/DDU terms (Delivered at Place/Delivered Duty Unpaid – you are responsible for any import duties and taxes at the destination).
To request help with claims against carriers (subject to carrier rules and time limits).
To close your account and receive any unused credit in line with our T&Cs and the law. Refunds of unused credit will be processed within 14 days of account closure to your original payment method, subject to any outstanding fees.

Complaints & escalation

To raise concerns and complaints via complaints@ukpostbox.com and to receive a fair, timely response.
Where applicable, to use ADR/ombudsman routes we may signpost and to escalate privacy concerns to the ICO.

Your responsibilities

Lawful, responsible use

Use our services lawfully and in good faith. Do not mislead others about your identity, status or address.
Comply with our Acceptable Use Policy, Restricted Goods Policy, Mail Inspection & Handling Policy, and carrier/aviation rules.
Do not send or request handling of prohibited items; restricted items require compliance with all conditions.

Account & identity

Provide accurate registration details and keep them up to date.
Complete identity verification (Know Your Customer/Anti-Money Laundering) checks promptly and provide requested documents when asked.
Add only lawful recipient names you are authorised to use and remove names when no longer needed.
Keep login credentials confidential; enable MFA where available and tell us immediately if you suspect unauthorised access.

Address use

Use the address format we provide. Do not use our addresses in a way that implies you are a government body or regulated entity if you are not.
Before closing your account, update senders and official records (e.g., Companies House registered office, director service address, HMRC) to a non‑UK Postbox address.

Instructions & timeframes

Set default mailbox actions and give clear instructions (open/scan/forward/return/shred). If instructions are missing or unclear, we will use your defaults or standard handling.
Respond promptly to our requests for information (e.g., customs data, proof of value) to avoid delays or returns.
Provide complete and accurate delivery addresses for forwarding.

Customs, duties & declarations (forwarding)

You are the Importer/Exporter of Record and responsible for accurate customs declarations, HS codes, values and origin.
You are responsible for duties, taxes and clearance under DAP/DDU (Delivered at Place/Delivered Duty Unpaid), unless we expressly agree otherwise.
Do not ask us to misdeclare contents or value; misdeclaration may lead to suspension and reporting to authorities.

Payment & charges

Pay fees when due and keep a valid payment method on file.
Settle carrier surcharges (e.g., remote area) and our handling/materials fees where applicable.
Storage charges may apply if items cannot be shipped or remain uncollected after the free period.

Behaviour and staff safety

Treat our staff respectfully. We operate a zero‑tolerance policy on abuse, threats or harassment; we may terminate contact and, where necessary, suspend or close accounts.

Security & misuse reporting

Take reasonable steps to protect your devices and network; keep software updated and use anti‑malware.
Report suspected security issues or misuse to security@ukpostbox.com (urgent) or support@ukpostbox.com.

How we work with you

We will provide services with reasonable care and skill, communicate clearly, and keep our Trust Centre policies current.
We may monitor platform performance and take proportionate steps (e.g., rate limiting, temporary blocks) to protect users and systems.
We will act on valid law‑enforcement requests and comply with legal obligations; where lawful, we will notify you.
We will review this page regularly to keep it accurate and helpful.

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