What normal use looks like across our address, mail, web and support services – and what happens if it is not.
We sell services on plain terms: no charge per letter, no charge for scanning, no metered bandwidth, and a price that does not go up at renewal. Those promises only hold if the services are used for what they are sold as. This policy sets out what normal use looks like, so that the many are not paying for the few.
It sits alongside our Terms of Service and Acceptable Use policy. Where they conflict, the Terms of Service take precedence.
Where we describe something as unlimited – mail scanning and storage in your account – we mean that normal business use is not metered and you will not receive an overage bill. It does not mean the service may be used as something it is not.
We do not publish a letter count, because we do not want you counting. If your use ever falls outside what this policy describes, we will talk to you before we do anything else.
Ordinary business correspondence addressed to your company or business, or its directors, at Vaulex House: letters from Companies House, HM Revenue & Customs, banks, insurers, suppliers, customers, professional advisers and the courts. We log, open, scan and upload these by the next working day – or within two working hours of arrival with 2-Hour Priority Scanning.
We receive parcels up to 9kg and 380 x 320 x 160mm on every plan and hold them for collection or dispatch. Items above that size or weight are held while we tell you the same day and quote the cost of dispatch before anything is sent. Items that need special handling, refrigeration, or a signature we are not able to give, or that cannot safely be held, will be refused or returned. We do not accept pallets, freight, or a continuous flow of customer returns unless your plan includes a returns service. We hold physical items for 90 days (or 30 days after your service ends, if sooner), after which they may be securely destroyed, as set out in our Terms of Service. We email you at least 14 days before we dispose of an uncollected parcel.
Where there is time to, we will tell you before anything is refused or returned.
Where you ask us to post an original on to you, you pay Royal Mail postage at cost plus a flat £1.25 handling fee per item; parcels go by DHL at the flat price published on our website, as set out in our Terms of Service. You always see the cost before we send, nothing goes out without your say-so, and we forward only to an address we have checked.
Occasional forwarding is normal use. Standing instructions to forward large volumes of originals are not, and are better served by a service built for it – talk to us and we will sort one out.
Where your plan includes a website, hosting, mailboxes or a domain, the same principle applies: generous for a real business, not a substitute for infrastructure built for something else.
Mailbox storage assumes business correspondence, not archival dumping. Sending is subject to hourly rate limits per domain, set generously for genuine business email. Those limits protect the sending reputation every customer on the platform depends on, and we would rather hold a queue for an hour than have your invoices land in a spam folder for a year.
Our mail services are not for unsolicited bulk email. If you send marketing, use a provider built for it, with proper consent records and an unsubscribe link.
Where your plan includes cloud storage, the allowance stated on the plan is the allowance. It is for your business files. It is not a backup target for other systems, a media library, or a distribution point.
Support covers faults in the services we provide, and reasonable questions about how to use them – from our team and from our AI assistant. It does not cover unlimited development, design or general IT work, which are things we sell separately and are happy to quote for. The portal's AI tools are for your own business correspondence, not for automated or bulk use.
Where requests go well beyond that, we will say so and offer you the right service rather than quietly deprioritising you.
Our first step is a conversation, not a suspension. In almost every case the answer is simply the right service for what you are actually doing, and we will offer you that before anything else happens.
Where use continues outside this policy after we have raised it, we may add the appropriate service, decline particular items, throttle a resource that is affecting other customers, or give notice on the service. Suspension is a last resort and only where use is harming others and engagement has failed.
We will not apply a retrospective charge for anything we have already handled.
We will publish any change to this policy here, with a new version number and date. Where a change materially reduces what you receive, we will email you before it takes effect.
If you are unsure whether what you have in mind counts as normal use, ask us first. We would much rather answer the question than have the conversation afterwards. Email hello@vaulex.co.uk or contact us.
Cookies. This site sets only the essential cookies it needs to work. With your permission we also use analytics cookies to understand how the site is used – nothing else, and never for advertising. Cookie policy