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Terms and Conditions

By using our services, the Customer agrees to be legally bound by these Terms & Conditions, whether or not a physical or electronic signature is provided. No physical signature is required for these Terms to be enforceable.

1. General Terms

1.1 Agreement & Use of Services

By using any services or resources provided by Clyde Resources Ltd (“the Company”), including this website, the Customer (whether an individual or a company) agrees to these Terms and Conditions and confirms compliance with all applicable laws and regulations.

1.2 Legal Compliance

  • The Customer must not engage in fraudulent, unlawful, or abusive activities.
  • The Company may suspend or terminate services violating these terms (see Section 3).

1.3 Company Details

These Terms apply to all services by Clyde Resources Ltd, incorporated under the Companies Acts (SC353174), with its registered office at Clyde Offices, 48 West George Street, Glasgow, G2 1BP (“the Premises”).

1.4 Age Restriction

Customers must be at least 18 years old to use the services.

1.5 Correction of Errors

The Company may correct typographical or clerical errors in any document without liability.

1.6 Governing Law

  • Governed by Scottish Law, with disputes under the exclusive jurisdiction of Scottish Courts. The Company may recover payments in any competent court.
  • These Terms & Conditions shall be governed by and construed in accordance with the laws of Scotland. The courts of Scotland shall have exclusive jurisdiction to resolve any disputes arising under or in connection with these Terms.”

1.7 Intellectual Property

All materials and intellectual property created by the Company remain its property unless agreed otherwise in writing. The Customer retains ownership of any intellectual property provided to the Company but grants the Company a non-exclusive, royalty-free license to use such intellectual property solely for the purpose of delivering the services under these Terms.

1.8 Data Protection

The Company acts as a data controller under UK GDPR and the Data Protection Act 2018. The Company will only process personal data as necessary for service provision and compliance with legal obligations.

2. Payments & Renewals

2.1 Automatic Renewals

All services automatically renew at the end of the initial term (e.g., monthly, six-monthly, or annually) based on the billing frequency selected by the Customer at sign-up.

The Customer may change their billing frequency or cancel their service at any time before the renewal date by providing written notice to reception@timeassistant.co.uk. However, no refunds will be issued for any unused portion of the term. The Customer must provide written cancellation notice before an invoice is issued for the upcoming renewal period. Failure to do so will result in automatic renewal and payment collection

Upon renewal:

  • An invoice will be emailed to the Customer at least 3 days before the renewal date.
  • Payment will be taken automatically on the renewal date, which is 3 days after the invoice is issued.
  • If the renewal date falls on a weekend or bank holiday, payment may be taken on the next business day.

If the renewal date is imminent due to non-business days, the Company reserves the right to process payment within 24 hours of issuing the invoice to prevent service interruption.

By signing up for the service, the Customer expressly agrees to these automatic renewal terms.

2.2 Cancellation Responsibility

  • The Customer must cancel in writing/email: reception@timeassistant.co.uk before renewal payment processing.
  • Late cancellations result in automatic renewal. Please refer to Section 2.4 regarding refunds.

2.3 Valid Payment Method

  • A valid payment method must be linked to the Customer’s account.
  • If payment fails, the Company reserves the right to immediately suspend services until payment is received.
  • If unsuccessful after a second attempt, the Customer will be notified, and services may be suspended or terminated (see Section 3).
  • If any payment is overdue by more than 14 days, the Company reserves the right to charge statutory interest at 8% above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.
  • The Customer agrees not to dispute charges (‘chargeback’) unless there is evidence of unauthorised use of their payment method. The Company reserves the right to recover chargeback fees and dispute-related costs if a chargeback is found to be invalid.

2.4 Refunds

  • Refunds are at the Company’s discretion. Refunds for unused service periods will not be issued at the Company’s discretion, excluding customer-initiated cancellations. Pro-rata refunds may be considered for company-initiated terminations without cause.
  • Requests must be submitted within 7 days of the transaction.
  • Approved refunds will be processed within 7 working days.

2.5 VAT Charges

  • Prices for handling fees and non-exempt services are exclusive of VAT, applied at the prevailing rate (currently 20%).
  • Royal Mail 1st Class Standard postage is VAT-exempt (see Sections 4 and 6).
  • If VAT rates change, pricing may be adjusted accordingly.

3. Right to Refuse or Terminate Services

The Company may refuse, suspend, or terminate services at its discretion without prior notice in cases of fraud, illegal activity, or non-payment. For all other terminations, the Company will provide reasonable written notice before suspension or termination, where feasible, including for:

  • Fraudulent, unlawful, or abusive activity.
  • Non-payment of fees (see Section 2).
  • Misuse of services.
  • False, misleading, or incomplete information.
  • Actions resulting in criminal convictions or regulatory sanctions against the Customer.
  • Inquiries from law enforcement, HMRC, Trading Standards, or other authorities regarding the Customer’s use.
  • “Reasonable written notice” means at least 14 days unless otherwise specified in these Terms.
  • For terminations without cause, the Company will provide 30 days’ notice where feasible.
  • Customers may request a review of termination decisions within 7 days by contacting reception@timeassistant.co.uk.

The Company’s decision is final and not subject to appeal. No refunds will be issued for unused service periods upon termination. For mail handling post-termination, see Section 4.6.

4. Mail Services

4.1 Mailbox Service

  • A mailbox address at the Premises, confirmed upon sign-up and payment.
  • A recurring fee, payable annually, six-monthly, or monthly.
  • Email notifications for received mail, where practicable.
  • Mail collection is available from 9 AM to 5 PM, Monday to Friday (excluding public holidays).
  • Use of the address as a Registered Address at Companies House, subject to compliance.
  • Receipt of prepaid mail and cash-on-delivery items, provided prior arrangements have been made.
  • The mailbox service provides an address for correspondence only and does not constitute a lease or tenancy, or interest in real property under Scottish property law.

Ownership & Use

The Customer acknowledges that the mailbox address remains the property of the Company, and the Company reserves the right to revoke mailbox services at any time in accordance with these Terms.

Delivery & Authorisation

The Customer authorises the Company and its representatives to sign for and accept deliveries on their behalf where required. The Company is not liable for any loss, damage, or delays caused by the carrier after the item has been received.

Activation Requirements

To activate the mailbox service, the Customer must provide:

  • A valid form of photographic ID (Passport, Driving Licence, National ID, or valid Student Card).
  • Details of all individuals and businesses using the address, including full names and business activities.

The Company may be required to disclose this information if requested by legal authorities or for compliance with Money Laundering Regulations 2007 (as amended). If valid ID is not provided within 30 days, the Company reserves the right to refuse mail delivery and/or cancel the service.

Identity Verification & Compliance

  • Under the Money Laundering Regulations 2007 (as amended), the Company may be required to verify the identity of its customers and their businesses.
  • This may involve checks against electronic databases, government registers, or requesting additional identification documents.
  • The Company reserves the right to refuse or terminate service if the Customer fails to meet identity verification requirements.
  • Mail must be collected regularly, or a forwarding arrangement must be in place. If mail accumulates beyond a reasonable amount, the Company will notify the Customer as outlined in Section 4.4 (Uncollected Mail & Storage Fees). The Company reserves the right to return or dispose of uncollected mail at its discretion if no arrangement is made within a reasonable timeframe.

4.2 Prepayment Requirement for Mail Processing

  • Sufficient credit is required for scanning or forwarding.
  • Minimum top-up: £10.00.
  • Options: Manual funding or auto top-up.
  • If the balance falls below £5.00 without auto top-up, mail is held until funds are added.

4.3 Late or Missed Payments

  • Missed payments may lead to mail retention for 30 days with a late fee (see Section 2).
  • After 30 days, mail may be destroyed or returned at the Customer’s expense.

4.4 Mail Processing

The Company is not obligated to open, read, or disclose the contents of any letters or parcels.

Mail Forwarding

  • Customers may choose from the following mail forwarding options: daily, weekly, fortnightly, monthly, or on request.
  • Mail forwarding is charged at:
    • Royal Mail 1st Class postage (VAT-exempt) plus a handling fee of 50p per item (inclusive of 20% VAT).
  • Scanning services are available at 50p per letter plus 5p per scanned page (inclusive of 20% VAT).

Mail Collection

Customers may collect mail in person at no additional charge.

Uncollected Mail & Storage Fees

  • If a customer accumulates a large volume of mail (letters or parcels) or receives oversized items, the Company will notify the customer via email that collection is required.
  • If the customer does not arrange collection within a 14-day timeframe, a storage fee will apply:
    • 50p per letter, £2.50 per parcel, per week.
  • A second email will be sent prior to charges being raised and will confirm the application of storage charges.
  • Storage fees apply only after 14 days’ written notice to collect the mail.

Service Cancellation & Non-Payment

If outstanding storage charges remain unpaid for 7 days, or if the volume/size of mail exceeds what the Company can reasonably store, the Company reserves the right to terminate the service and return mail to the sender where possible.

4.5 Liability & Customer Responsibilities

Liability Limitations

  • The Company accepts no liability for any loss, damage, or delays caused by Royal Mail or other carriers once mail has been dispatched.
  • The Mailbox Service is not intended for the storage of valuable items, and the Company will not accept liability for the loss or damage of such items.
  • Please refer to section 9.4 & 9.5

Unauthorised Use of Address & Additional Fees

  • The Customer must ensure that all registered business names using the address are disclosed to the Company.
  • Any unauthorised use of the address at Companies House or other official bodies will incur a £5 + VAT per month, per name charge.
  • If these fees remain unpaid, the Company reserves the right to cancel the service.

Prohibited Use

The Customer must not use the Mailbox Service for any illegal, fraudulent, or antisocial activities, including but not limited to:

  • Receiving illegal, prohibited, or dangerous goods.
  • Using the address for unregistered businesses.
  • Engaging in fraudulent activities.

If the Company reasonably suspects that the Customer is using the service for unlawful purposes, it reserves the right to:

  • Immediately terminate the service.
  • Report the matter to relevant authorities.

Customer Responsibility for Suitability of Service

  • It is the Customer’s responsibility to ensure that the Mailbox Service meets their specific business and regulatory needs.
  • The Company does not issue refunds if the service is deemed unsuitable for:
    • VAT registration or other regulatory purposes.
    • Official registration requirements that prevent its use.
  • Customers are strongly advised to confirm any regulatory requirements with HMRC or relevant authorities before subscribing to the service.

4.6 Cancellation & Unclaimed Mail

If the service is cancelled by the Customer or terminated by the Company, any mail held will be retained for a maximum of 7 days. After this period, the Company reserves the right to destroy the mail or return it to the sender where feasible

Customer Responsibility for Contact Details

  • It is the Customer’s responsibility to ensure that their contact details remain accurate and up to date. This includes, but is not limited to:
    • Full name(s)
    • Registered and additional company name(s) (if applicable)
    • Business or residential address
    • Telephone number
    • Email address
  • The service allows 2 company names and 2 personal names. Additional company names or contact names are subject to a charge of £5.00 + VAT per name, per month, calculated on a pro rata basis.
  • If mail is received for a company name not previously advised by the Customer, the Company will notify the Customer and then automatically apply a £5.00 per name, per month charge, on a pro-rata basis according to the Customer’s invoice frequency.
  • The Company is not liable for mail that is misdirected, returned, or otherwise undeliverable due to outdated or incorrect customer information.

4.7 Promotions

  • The Company may, at its discretion, offer promotional discounts from time to time.
  • Any promotions or discounts apply only to the first invoice and cannot be used more than once per customer.
  • Promotions are not valid for returning customers who have previously used the service.
  • The Company reserves the right to modify or withdraw promotions at any time without prior notice.

4.8 Indemnity

The Customer agrees to indemnify the Company against any expense, liability, loss, claim, or legal proceedings directly resulting from the Customer’s negligence or willful breach of these Terms.

5. Shipping of Goods & Documents

5.1 Role of the Company

  • The Company acts solely as an agent to arrange shipment of goods as requested by the Customer, using selected shipping partners, including but not limited to Royal Mail and other carriers (“the Carrier”).
  • The Company does not handle, transport, or insure goods but facilitates booking and coordination with the Carrier.

5.2 Prohibited & Restricted Goods

The Customer must ensure goods comply with the Carrier’s terms, including:

  • Prohibited Items: Counterfeit goods, currency, human remains, illegal drugs (including marijuana).
  • Restricted Items (Subject to Approval): Alcoholic beverages, dangerous goods (e.g., lithium batteries), firearms & ammunition, tobacco, vape products.
  • A full list of prohibited/restricted items is available upon request by emailing us.

5.3 Customer Responsibilities

Provide accurate shipping details:

  • Recipient’s full name
  • Postal address, including postcode
  • Contact telephone number
  • Email address
  • Detailed description of contents

Goods must not contain dangerous, hazardous, or illegal substances. For higher-value items, notify the Company before booking if enhanced liability coverage is needed; otherwise, standard Carrier terms apply.

5.4 Carrier’s Terms & Conditions

5.5 Liability & Risk

The Company is not liable for:

  • Loss or damage to goods in transit.
  • Delays, delivery failures, or misdeliveries.
  • Costs, claims, or expenses from the Carrier’s handling.
  • Liabilities
  • Demands

Liability is limited to the Carrier’s terms or the declared value, whichever is greater.

5.6 Complaints & Claims

  • Complaints must be reported immediately and submitted in writing within 7 days of shipment.
  • The Company will assist in resolving disputes but does not guarantee outcomes.
  • The Customer accepts that no claim relating to Goods damaged on arrival at their destination will be satisfied without an inspection by the Carrier’s local agent of the damaged parcel(s) and packing.

6. Call Answering Services

6.1 Service Scope

  • Dedicated telephone number provided.
  • Calls answered in Customer’s name with message-taking:
    • Caller’s Name
    • Telephone Number
    • Brief Message
  • Messages relayed via email or agreed methods.
  • Extra requirements need written requests.
  • Calls over 2 minutes may incur additional charges (notified in writing).

6.2 Operating Hours

Monday to Friday, 9 AM to 5 PM, excluding:

  • Christmas Day
  • Boxing Day
  • 1st January
  • Easter Monday

Next working day applies if holidays fall on weekends. Changes notified in writing.

6.3 Call Handling & Accuracy

While the Company will take reasonable care in relaying messages, it is not liable for any losses arising from transcription errors, miscommunication, or misunderstandings, including but not limited to:

  • Misheard or incomplete details due to poor audio quality or language barriers.
  • Instances where callers do not leave sufficient information.
  • Situations where messages are lost or misinterpreted due to unclear instructions.
  • Calls unanswered due to Company error (e.g., technical failures) will not be charged.

Not all calls result in messages if:

  • Caller provides sufficient info on the call.
  • Caller refuses to leave a message.

The Customer acknowledges that all answered calls are chargeable, whether or not a message is taken, and no refunds shall be issued for such calls. The Customer is responsible for instructing callers to leave sufficient information if they require a message.

6.4 Call Recording & Restrictions

  • Calls may be recorded for training, not shared with Customers.
  • Stored securely per UK GDPR, only disclosed if legally required.
  • The Company will not accept any call which is a reverse charge call, or any call where the Customer is required to bear the cost of the call.

6.5 Restrictions

  • The Company will not deal with or speak to any caller who is abusive, unpleasant, shouts, or uses bad, inflammatory, sexist, racist, or obscene language.
  • The Company has the right to immediately terminate service if these activities occur.

6.6 Termination

See Section 3 for termination rights.

6.7 Ownership of Telephone Number and Porting

  • The telephone number provided to the Customer is owned by the Company.
  • If the Customer wishes to take ownership of the number, this must be requested in writing. The Company is under no obligation to grant this request, and a fee will apply for porting.
  • Porting is carried out by the Company’s telephone provider and the Customer’s telephone provider. The Company has no control over the porting process or timelines and it’s success.
  • The Company is not liable for any service disruptions, delays, or technical issues that arise during or after the porting process, including but not limited to:
    • Temporary or permanent loss of service.
    • Incorrect routing of calls.
    • Porting failures or delays caused by third-party providers.

6.8 Liability for Service Disruptions

The Company is not liable if calls cannot be answered due to:

  • Equipment breakdown or malfunction.
  • Telecommunications or internet service failures.
  • Other conditions beyond the Company’s control.

7. Virtual Assistant Services

7.1 Service Scope

  • Based on pre-agreed monthly hours, tracked via software.
  • Tasks submitted via email with clear descriptions and deadlines.
  • If the Company’s ability to perform its obligations under these Terms is delayed or prevented by any act or omission of its agents, subcontractors, consultants, or employees, the Company shall not be liable for any resulting costs, charges, or losses incurred by the Customer, whether directly or indirectly.
  • The Company is not liable for losses resulting from unclear instructions or failures in the Customer’s systems or software.
  • The Company will provide Virtual Assistant services with reasonable skill and care, but shall not be liable for indirect losses, including lost revenue or business opportunities, arising from any errors, delays, or omissions. The Customer must review all completed tasks within 72 hours. If no issues are raised within this period, the work shall be deemed accepted. Revisions, corrections, or refunds shall be provided only at the Company’s discretion.

7.2 Customer Responsibilities

  • Provide all software, equipment, and credentials.
  • No liability for compatibility issues.
  • The Customer must obtain and maintain all necessary licences and consents, including to intellectual property rights, and comply with all relevant legislation when asking for tasks to be completed.
  • The Customer agrees to indemnify and compensate the Company for all reasonable costs, charges, or losses sustained due to the Customer’s actions, including but not limited to fraud, negligence, failure to perform, or delay in fulfilling any of its obligations under these Terms. Payment shall be made upon demand, subject to written confirmation of the charges from the Company.

7.3 Liability & Confidentiality

  • No liability for losses from software failures, third-party systems, or unclear instructions.
  • The Company prohibits the Customer from sharing bank account details, financial account details, or payment card information through its services. The Company accepts no liability for any losses, fraud, or security breaches arising from the transmission of such sensitive information.
  • The Company is not responsible for technical failures, software compatibility issues, or limitations of the Customer’s systems.
  • The Customer must ensure that all systems, logins, and software provided are functional and suitable for the task.

7.4 Task Review & Dispute Resolution

  • The Customer must report any errors within 72 hours of task completion. If no issues are raised within this period, the work shall be deemed accepted.
  • It is the Customer’s responsibility to ensure that all tasks or projects are completed to their satisfaction before the review period expires.
  • If the Customer has any questions regarding these Terms & Conditions, or if they are dissatisfied with any service provided, they should contact the Company at reception@timeassistant.co.uk

8. Dispute Resolution

  • All disputes must be raised within 30 days of the relevant event or transaction. The Company shall not be required to consider disputes raised outside this period.
  • In the event of any dispute arising between the Company and the Customer, both parties agree to attempt resolution through mediation or arbitration before pursuing litigation. The mediation or arbitration process will be conducted in accordance with Scottish Law.
  • These Terms and all services provided under them shall be governed by Scottish Law, regardless of the Customer’s location. Any disputes that cannot be resolved through mediation shall be subject to the exclusive jurisdiction of the Scottish Courts.
  • Mediation will involve a neutral mediator appointed by agreement between the parties, with costs shared equally. The mediation process must be initiated within 30 days of a dispute arising.

9. Limitation of Liability

9.1 No Liability for Indirect or Consequential Losses

The Company shall not be liable for any indirect, consequential, or incidental damages, including but not limited to:

  • Loss of business
  • Loss of profits
  • Loss of data
  • Reputational damage
  • Business interruption

This exclusion applies whether such damages are foreseeable or not. However, this limitation does not affect the statutory rights of consumers under the Consumer Rights Act 2015.

9.2 Limited Liability for Errors & Omissions

The Company strives to deliver accurate and timely services but does not guarantee the accuracy, completeness, or timeliness of any service, including:

  • Mail handling and forwarding (e.g., errors in processing)
  • Misrouted, lost, or undelivered mail
  • Missed or miscommunicated telephone messages
  • Errors or omissions in Virtual Assistant tasks
  • Delays or failures in shipping services

The Customer acknowledges that occasional errors, delays, or omissions may occur. The Company shall not be liable for any resulting loss or damage unless such loss or damage is directly caused by the Company’s gross negligence or wilful misconduct.

9.3 Financial Liability Cap

The Company’s total liability for any claim—whether arising in contract, tort (including negligence), breach of statutory duty, or otherwise—shall not exceed the total amount paid by the Customer for the specific service related to the claim in the last billing period. For clarity, the “specific service” refers to the individual service (e.g., Mail Services, Call Answering Services, Virtual Assistant Services) that is the subject of the claim.

9.4 Force Majeure

The Company shall not be liable for any failure or delay in performing its obligations due to events beyond its reasonable control, including but not limited to:

  • Acts of God
  • Strikes or labour disputes
  • Failures of third-party service providers
  • Telecommunications or internet outages
  • Government actions or regulations

In such circumstances, the Company will take reasonable steps to resume service as soon as practicable.

9.5 Business Customers (B2B) – UCTA 1977 Compliance

For business customers, the Company’s liability is limited as follows:

  • Mail Services: Maximum liability per claim is the greater of £5 or the amount paid for Mail Services in the last billing period.
  • Call Answering Services: Liability is limited to the amount paid for Call Answering Services in the last billing period.
  • Virtual Assistant Services: Liability is limited to the amount paid for Virtual Assistant Services in the last billing period.

These limitations do not apply to liability arising from fraud, death, or personal injury caused by negligence.

9.6 Consumer Customers (B2C) – CRA 2015 Compliance

Nothing in these Terms affects the statutory rights of consumers under the Consumer Rights Act 2015.

If the Company fails to provide services with reasonable care and skill, its liability to consumers is limited to:

  • Re-performing the service at no additional cost, or
  • Providing a refund for the affected service period (whichever is appropriate).

Consumers may challenge any liability limitation under the CRA if they believe it is unfair or unreasonable.

10. Final Agreement & Miscellaneous

10.1 Entire Agreement

  • These Terms constitute the entire agreement between the Customer and the Company and supersede all prior agreements, discussions, representations, or understandings, whether written or oral.
  • No other terms, conditions, or representations shall be binding unless agreed to in writing by both parties.

10.2 Variation & Severability

  • No modification, amendment, or variation of these Terms shall be valid unless agreed in writing by the Company.
  • If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect.

10.3 Privacy Policy & Data Protection

  • The processing of personal data is governed by the Company’s Privacy Policy, available at: https://timeassistant.com/privacy-policy/.
  • By using the Company’s services, the Customer acknowledges that they have read, understood, and agreed to the Privacy Policy.