Acceptable Use

1. The address

• Use only the building we allocate you. Your address is the named building at Vaulex House – The Courtyard, The Annexe or The Exchange. We do not issue suite numbers, and you must not invent or display a room, unit or suite number of your own.
• One subscription, one company or business. Use the address only for the company or sole trader registered with us, and only in the way your plan includes. Do not sublet it, share it, or let other trading names, related companies or individuals use it without telling us and subscribing for them.
• A Virtual Office is a business address, never a registered office or a director's service address. Do not file it at Companies House as either. If you want our address as your registered office, move your company to us on a switch package.
• Do not give our address to Companies House, HMRC, a bank or anyone else as your registered office until we have confirmed your address is live.
• No physical occupancy. Do not say or suggest that you occupy the premises, have offices or staff there, or run walk-in services, and do not meet clients or anyone else there without a prior written arrangement.
• Do not use the address after your subscription ends.

2. Mail and parcels

• Prohibited contents. Do not have hazardous, flammable, noxious, perishable, live, illegal or stolen items sent to us. Anything we reasonably suspect is unlawful or dangerous will be refused, disposed of, or handed to the police.
• Size. Parcels must be within our handling limits: up to 9kg and 380 x 320 x 160mm.
• No warehousing. Do not use Vaulex House as a warehouse, fulfilment centre, drop-shipping depot or returns address for goods you sell, unless your plan is designed for it.
• Only your own post. Do not direct post for other people, other businesses, unregistered trading names or anyone who has not completed our checks to your Vaulex address. Post like that is held while we ask you about it, or returned to the sender.
• Forwarding. We forward only to addresses we have checked, and not to a country on our high-risk list without our compliance approval.

3. Activities we will not support

We will not act, and will end an existing relationship, where our address, filings or services are used in connection with:

• fraud or deception – including advance-fee fraud, misleading advertising, or impersonating another business or person;
• money laundering, terrorist financing, proliferation financing, sanctions evasion or tax evasion;
• anything that needs authorisation from the Financial Conduct Authority, the Prudential Regulation Authority, the Payment Systems Regulator or the Gambling Commission, unless you hold it, can show it, and have our Nominated Officer's written approval;
• unregulated investment schemes, high-yield investment programmes, pyramid or unregulated multi-level marketing schemes, crypto-asset mixers, or crypto-asset activity or money service business activity without the required registration;
• unlicensed consumer credit, debt collection or claims management;
• adult services, or the sale of controlled drugs, weapons or counterfeit goods;
• any other activity requiring a licence or registration the business does not hold;
• a business that is, in reality, run from or for the benefit of someone outside the UK – other than a British expat director or person with significant control we have verified under our AML & Identity Checks policy.

4. Our people

We do not accept abuse, threats, harassment, discrimination or intimidation towards our staff, contractors or representatives, in any channel – email, phone, portal messages or video calls. It is grounds for immediate termination.

5. Systems and security

• Do not attempt to gain unauthorised access to vaulex.co.uk or my.vaulex.co.uk, or to probe, scan, scrape or overload them, or use them to distribute malware or unsolicited bulk email.
• Never share your portal login or two-step verification codes.
• Give us your Companies House authentication code only through the secure field in your portal – never by email or chat.
• Do not try to make our AI assistant disclose its instructions or anyone else's information, act outside its role, or get around our compliance checks.

6. Abuse of the service

We treat the following as abuse of the service, whether or not any individual act is unlawful on its own:

• using our address for a company after your subscription has ended or been terminated;
• using a Virtual Office address as a registered office or a director's service address;
• lodging our address with Companies House, HMRC, banks or any third party for businesses we have not verified and approved onto a live plan;
• re-selling, sub-licensing or sharing your address service with another business;
• supplying false, altered or borrowed identity documents, or attempting to defeat our identity and anti-money laundering checks in any way;
• raising chargebacks for services we have already delivered;
• threatening or abusive behaviour towards our staff.

Under the Economic Crime and Corporate Transparency Act 2023 we must help keep the register accurate. If a company continues to show our address without an active service, we will apply to have the registered office changed to Companies House's default address, and report the matter where the law requires.

7. Consequences

If you breach this policy we may:

• suspend or end your services immediately, without refund of the month you have paid for where the breach is serious;
• refuse, hold or return incoming post;
• apply to Companies House to remove our address from the register, and tell HMRC where appropriate;
• where the law requires it, report the matter to the National Crime Agency, the Office of Financial Sanctions Implementation or the police – and we may be prohibited by law from telling you.

8. Reporting misuse

To report a possible breach of this policy, or misuse of a Vaulex House address, email compliance@vaulex.co.uk.