Our Policies

1. Acceptance of Agreement

This Virtual Office Service Agreement ("Agreement") is entered into between YYZ Offices ("we," "us," or "our") and the individual or entity accepting these terms ("you," "Member," or "Client"). By completing the electronic signup process — including providing your information, submitting valid government-issued identification, and selecting your acceptance — you acknowledge and agree to be bound by this Agreement in its entirety. Your acceptance is electronically recorded and constitutes a binding and enforceable acknowledgment. You also accept all referenced policies, including our Terms & Conditions, Privacy Policy, and Cookie Policy.

You acknowledge that no account freeze, pause, or suspension of billing is available. To discontinue service, you must cancel your plan through your customer portal.

2. Services Provided

YYZ Offices provides virtual office services limited to the following, as included in your selected plan:

• Use of a professional business mailing address for mail and parcel reception.
• Mail and parcel handling, including receipt, logging, storage, and optional forwarding or scanning where included in your plan.
• Front reception services during posted business hours.

No other services are offered at this time. Any add-on or concierge services, if made available in the future, will be offered at YYZ Offices' sole discretion, subject to separate pricing, and may be modified or discontinued at any time without notice.

3. Plan Structure & Inclusions

Plans are billed on a monthly basis in advance, or on a yearly basis where applicable. The following limits and inclusions apply per billing cycle:

Economy

• Up to 10 mail items per month.
• Up to 3 recipients, including the registered company name (Recipient 1).
• No parcel handling. Parcels received will be refused at reception or discarded without notification.

Core

• Up to 30 mail items per month.
• Up to 4 recipients, including the registered company name.
• Up to 10 parcels per billing cycle.

Plus Forward

• Up to 60 mail items per month.
• Up to 5 recipients, including the registered company name.
• Up to 10 parcels per billing cycle.
• Worldwide mail forwarding included (mail only; parcels are not forwarded).

Plus Scan

• Up to 60 mail items per month.
• Up to 5 recipients, including the registered company name.
• Up to 10 parcels per billing cycle.
• Mail is opened, scanned, and delivered digitally as a PDF to your registered admin email on the same day it arrives. By subscribing to this plan, you explicitly authorize YYZ Offices to open and scan your mail solely for this purpose.

Inclusions on All Plans

• Same-day email notification upon arrival of mail or parcels.
• Junk and spam filtering — filtered items are not logged and do not count toward your monthly quota.
• 30-day secure mail storage.
• Mail pickup during posted business hours.
• Secure shredding of discarded items.

Overages

Mail and parcels received beyond your plan's monthly limits are billed at $5.00 per item. Parcel overages are billed at $5.00 per parcel beyond 10 per billing cycle where parcel handling is included.

Recipients

The company name registered to your account counts as Recipient 1 and is included in your plan's total recipient limit. Mail addressed to names not registered to your account will be refused by default. If you wish to add a name, a $5.00 name addition fee applies per request.

Where we receive mail or a parcel addressed to an unregistered name and are able to reasonably identify it as belonging to your account, and your plan's recipient limit has not been reached, we may at our sole discretion add that name to your account and waive the fee for that instance. This is a courtesy and does not create an obligation on YYZ Offices to do so in future instances.

Recipients may be added at any time. Removing or replacing a recipient is permitted once per 12-month period.

4. Mail & Parcel Handling

4.1 Acceptance

Mail and parcels are accepted only for registered names and authorized recipients with active memberships and during posted business hours. YYZ Offices is not responsible for courier tags, missed delivery attempts, or deliveries made outside business hours.

4.2 Storage & Retention

• Mail is retained for 30 days at no charge. Uncollected mail will be securely discarded or forwarded after 30 days, depending on your plan.
• Parcels are retained for 7 days at no charge. Maximum accepted parcel size is 24″ × 18″ × 18″ and 30 lbs. Parcels exceeding these dimensions or weight will not be accepted. Uncollected parcels will be discarded after 7 days with no storage fee.
• Property remaining beyond applicable retention periods is deemed abandoned and may be discarded, destroyed, returned to sender, or otherwise disposed of at YYZ Offices' sole discretion without compensation or liability to the Client.

4.3 Opening of Mail and Parcels

YYZ Offices does not open mail or parcels by default. However, YYZ Offices expressly reserves the right to open any mail or parcel, without notice, in any of the following circumstances:

• The Client has subscribed to the Plus Scan plan and authorized scanning.
• The item cannot be matched to a registered recipient and must be opened to identify the intended recipient or sender.
• Opening is required for the purpose of discarding, shredding, or returning the item to sender.
• Opening is required by law, regulatory authority, or is necessary for safety or compliance purposes.

Once an item has been opened and discarded or shredded in accordance with this Agreement, YYZ Offices bears no liability for the item or its contents. Discarding constitutes final disposition and the Client has no further recourse.

4.4 Return to Sender

YYZ Offices reserves the right, at its sole discretion, to return any mail or parcel to sender where the recipient cannot be identified or matched to an active account. No notification to the Client is required prior to return. YYZ Offices bears no liability for any consequence arising from such return.

4.5 Forwarding — Plus Forward Plan

Mail is consolidated and forwarded during the first week of the following month. Rush forwarding is available on request for a $20.00 fee. Forwarding applies to mail only — not parcels. Sensitive, confidential, or government-issued items will not be forwarded and must be collected in person. Once dispatched, YYZ Offices bears no liability for loss, delay, or misdelivery by third-party couriers. All forwarding is undertaken at the Member's risk.

YYZ Offices reserves the right, at its sole discretion, to forward or discard any parcel uncollected beyond the retention period. If YYZ Offices elects to forward such a parcel, an administrative handling fee of $50.00 will apply, plus applicable shipping costs.

4.6 Scanning — Plus Scan Plan

Mail is opened, scanned, and delivered digitally to your registered admin email as a PDF on the same day it arrives. Physical mail is held for 30 days and then securely shredded. Sensitive, confidential, or government-issued items will not be scanned — you will be notified and required to collect such items in person.

4.7 Prohibited Items

You agree not to cause to be sent, received, or stored at YYZ Offices any item that is illegal, hazardous, perishable, oversized, or otherwise prohibited by applicable law. YYZ Offices reserves the right to refuse, return, or dispose of any prohibited item, at your cost and without liability.

4.8 Insurance

YYZ Offices does not provide insurance coverage for mail, parcels, or any property handled or stored on your behalf. You are solely responsible for obtaining and maintaining adequate insurance. YYZ Offices is not liable for any loss, theft, damage, delay, or misdelivery of items, whether caused by negligence, courier mishandling, or events beyond our control.

4.9 Service Limitations & Operating Hours

YYZ Offices does not guarantee uninterrupted mail receipt, courier acceptance, notifications, scanning, forwarding, or delivery timelines. Delays or failures caused by carriers, building access, weather, technical failures, staffing shortages, or third-party systems do not constitute a breach of this Agreement and do not give rise to any credit, refund, or claim.

YYZ Offices may modify operating hours, pickup windows, staffing levels, and reception availability at any time without notice and without liability to the Client.

5. Service of Process — Legal Documents Not Accepted

5.1 No Agency for Legal Service

YYZ Offices is not, and shall not at any time be deemed to be, the Client's agent for service of process under any applicable law, including the laws of the Province of Ontario or Canada. Nothing in this Agreement creates or implies any such agency relationship.

5.2 Prohibited Uses

• As an address for service of process or legal service of any kind.
• As a registered office for the purpose of receiving legal documents on behalf of a corporation or other entity.
• As an address where legal documents, court notices, regulatory enforcement notices, subpoenas, garnishments, statements of claim, or any similar instruments are intended or expected to be served or received.

5.3 Handling of Legal Documents

YYZ Offices reserves the absolute right to refuse acceptance of, reject at reception, return to sender, or discard any item that appears to be legal in nature or is identified as service of process. YYZ Offices has no obligation to notify you of any such item or any attempted delivery thereof.

Any legal document received and not refused at reception will be handled under our standard mail retention and disposal policy: retained for up to 30 days and then securely shredded. YYZ Offices bears no liability for any consequence arising from the refusal, rejection, return, or disposal of legal documents, including any default judgment, missed deadline, regulatory penalty, or enforcement action.

5.4 Client's Sole Responsibility

You are solely responsible for maintaining a valid and legally recognized address for service of process and for ensuring compliance with all applicable corporate, regulatory, and legal obligations under Ontario law. YYZ Offices assumes no duty of care in connection with legal service.

5.5 Indemnification for Breach

You agree to indemnify, defend, and hold harmless YYZ Offices, its directors, officers, employees, and affiliates from and against any and all claims, liabilities, damages, losses, costs, and legal fees (including solicitor-client fees) arising from or related to: (a) your use of the YYZ Offices address as an address for service of process; (b) any attempted or completed service of legal documents at the YYZ Offices address; or (c) any regulatory, legal, or enforcement consequence arising from reliance on YYZ Offices in connection with service of process.

6. Optional Process Agent Service

Notwithstanding Section 5, YYZ Offices may, at its sole and absolute discretion, offer a designated process agent service as an optional paid add-on to eligible clients. A process agent is a designated person or entity authorized to receive legal documents, lawsuits, or official notices on behalf of another party.

• This service is not available by default and is not included in any standard plan.
• Eligibility is subject to review and prior written approval by YYZ Offices. You must contact us directly to inquire about eligibility before making any representations to any party that process agent services are available to you.
• Where offered, this service is subject to a separate fee and may be provided as a standalone add-on or included in a plan at YYZ Offices' discretion.
• YYZ Offices may discontinue this service at any time and without notice, including to existing clients for whom it has been activated.
• The availability of this service in the past, or to other clients, does not create any obligation on YYZ Offices to offer it to you or to continue offering it.

Any reliance on the availability of this service without prior written confirmation from YYZ Offices is entirely at your own risk.

7. Mailing Address Use & Compliance

The address provided is a professional business mailing address and may be used for receiving mail, government correspondence, and tax-related communications, subject to your independent verification of acceptability with the relevant authority.

This address does not constitute and must not be represented as:

• Your principal place of business.
• Your registered office address for corporations or other entities.
• An address for service of process or legal documents (see Section 5).
• A location where your business is physically operated or controlled.

7.1 Post-Cancellation Address Removal Obligation

Upon cancellation or termination of your account, you are required, within 14 calendar days of your service end date, to:

• Remove the YYZ Offices address from all public-facing platforms and listings, including but not limited to Google Business Profile, Google Ads, online directories, and any advertising platforms.
• Update your address with all relevant government registries, including the Ontario Business Registry and the Canada Revenue Agency.
• Update your records with all financial institutions, banks, and any other authority or organization that holds the YYZ Offices address on file.

Failure to comply within 14 days constitutes a continuing breach of this Agreement. You agree to indemnify and hold harmless YYZ Offices from any and all claims, regulatory inquiries, penalties, costs, or liabilities arising from your failure to update or remove the YYZ Offices address following termination.

7.2 Disclaimer

YYZ Offices assumes no responsibility for any regulatory non-compliance, rejection of filings, audits, penalties, legal consequences, or financial harm arising from your use or misrepresentation of the address, whether during or after the term of this Agreement.

8. Identity Verification & Authorized Collectors

You must provide a valid, unexpired, and unaltered government-issued photo ID upon account activation. A $25.00 administrative fee will apply if YYZ Offices must contact you to correct an ID submission error. If you submit fraudulent, altered, or misrepresenting identification:

• Your account will be terminated immediately and without refund.
• All fees paid are forfeited.
• You will be liable for all costs incurred by YYZ Offices arising from the fraudulent submission, including administrative and legal costs.
• YYZ Offices reserves the right to report the matter to relevant law enforcement or regulatory authorities.

You may designate up to three (3) authorized collectors on your account, each of whom must present valid government-issued photo ID at pickup. The account administrator is an authorized collector by default. The number of authorized collectors and the designated individuals may be updated at any time by contacting us or through your customer portal where applicable.

8.1 Ongoing Compliance Reviews

YYZ Offices reserves the right to conduct ongoing identity verification, compliance reviews, sanctions screening, anti-fraud monitoring, and business activity reviews at any time throughout the term of this Agreement. Clients may be required to provide additional documentation, proof of business activity, beneficial ownership information, or regulatory filings upon request. Failure to comply with any such request within a reasonable timeframe may result in suspension or termination of the account without refund.

9. Fees & Payment Terms

9.1 Billing

All fees are billed in advance on a recurring monthly or yearly basis depending on your selected plan. All displayed prices exclude applicable taxes unless expressly stated otherwise. Ontario HST (13%) applies to all services.

9.2 Payment Processing

Payments are processed exclusively through Stripe, a third-party payment processor. By providing your payment information, you consent to Stripe's terms of service and authorize Stripe to process charges on behalf of YYZ Offices. YYZ Offices does not store raw card data. All payment information is handled and secured by Stripe in accordance with PCI DSS standards.

9.3 Non-Refundable

All payments are final and non-refundable, including for unused or partially used billing periods. No credits, pro-rations, or refunds will be issued under any circumstances.

9.4 Failed Payments & Account Termination

• YYZ Offices will attempt to process your payment up to three (3) times within three (3) calendar days of the initial failure.
• You will be notified by email upon the initial payment failure.
• If payment is not successfully resolved within three (3) calendar days, your account will be administratively terminated on the fourth (4th) day.
• You will receive a final email notification upon termination due to non-payment.
• A $25.00 Recovery Administrative Fee (plus applicable tax) applies to any failed payment event, regardless of whether the account is subsequently reinstated.

Mail in storage at the time of termination will be held until the end of the applicable retention period and then discarded. No new mail or parcels will be accepted after the termination date.

9.5 Chargebacks

Initiating a chargeback, payment dispute, or reversal constitutes a material breach and will result in:

• Immediate suspension of your account pending investigation.
• A chargeback administrative fee in an amount determined by YYZ Offices at its sole discretion.
• Termination of your account if the chargeback is not withdrawn or resolved in favour of YYZ Offices.
• YYZ Offices' right to pursue collections, including referral to a collections agency and reporting to credit bureaus.

9.6 Late Payment

Overdue amounts may accrue interest at the maximum rate permitted by the Province of Ontario. YYZ Offices reserves the right to refer delinquent accounts to a third-party collections agency. You agree to bear all reasonable costs of collection, including legal fees on a solicitor-client basis.

9.7 Reinstatement

If your account is terminated, reinstatement may be available at the sole discretion of YYZ Offices. A reinstatement fee may apply, as determined by YYZ Offices at the time of the request. All reinstatement fees are non-refundable.

9.8 Custom Service Labour

Any administrative or custom service request outside your standard plan is subject to a minimum charge of $40.00 for up to 30 minutes of work. Extended services are billed at $50.00 per hour with a minimum commitment of three (3) hours. All labour-based fees are billed upfront and are non-refundable.

10. Offers & Promotions

• Promotions may be modified or discontinued at any time without prior notice unless otherwise stated in writing.
• Promotional discounts and credits are non-transferable, have no cash value, and are non-refundable.
• Only one promotion may be applied per account unless expressly stated otherwise. Promotions cannot be combined.
• Promotional pricing applies only for the stated period. Upon expiry, your subscription renews at the standard plan rate.
• Your account must remain active, fully paid, and in good standing to receive or maintain any promotion.
• YYZ Offices may revoke promotional benefits if misuse, fraud, or manipulation is suspected.
• New-customer promotions do not apply to existing, reinstated, or previously terminated accounts.

11. Term & Termination

11.1 Auto-Renewal

This Agreement renews automatically on a monthly basis, or on a yearly basis where applicable, unless cancelled in accordance with Section 11.2.

11.2 Cancellation by Client

You may cancel your plan at any time through your customer portal before your next billing date, or by submitting a written cancellation request at least 7 days prior to your next billing date. No account freeze or pause is available — cancellation is the only way to discontinue service.

11.3 Termination by YYZ Offices

• Non-payment or failed payment not resolved within 3 days.
• Submission of fraudulent or altered identification.
• Misuse of the mailing address, including use as an address for service of process or misrepresentation in any commercial, regulatory, or legal context.
• Receipt or attempted receipt of prohibited items.
• Initiation of a chargeback or payment dispute.
• Any violation of this Agreement or applicable law.

11.4 Post-Termination Obligations

• Mail received after the service end date will be refused or disposed of.
• No mail pickup is permitted after the end of the applicable grace or retention period for mail already in storage at the time of termination.
• You must fulfill all obligations under Section 7.1 within 14 calendar days of your service end date.
• All fees owing remain due and payable.

12. Limitation of Liability

To the fullest extent permitted by applicable law, YYZ Offices shall not be liable for any loss, theft, damage, delay, or misdelivery of mail or parcels; loss of income, profits, or business opportunities; service interruptions; security breaches; consequences arising from refusal or disposal of legal documents; or any indirect, incidental, consequential, special, or punitive damages of any kind.

YYZ Offices' total aggregate liability shall not exceed the total fees paid by you in the one (1) billing cycle immediately preceding the event giving rise to the claim.

13. Indemnification

You agree to indemnify, defend, and hold harmless YYZ Offices, its directors, officers, employees, agents, and affiliates from and against any and all claims, damages, liabilities, costs, and expenses (including legal fees on a solicitor-client basis) arising from or related to: your breach of this Agreement; your misuse or unlawful use of our services or mailing address; your failure to remove or update the YYZ Offices address following termination; any use of the YYZ Offices address as an address for service of process; any third-party claim related to your business activities; or any regulatory investigation in which the YYZ Offices address is implicated.

14. Privacy & Data Handling

YYZ Offices collects and processes personal information in accordance with its Privacy Policy available at yyzoffices.com/legal-policies and in compliance with PIPEDA. Payments are processed by Stripe — YYZ Offices does not store raw card data. We use third-party software and service providers to operate our platform, including but not limited to payment processors, cloud infrastructure providers, customer portal software, and developer tools. By using our services, you consent to the collection, use, and processing of your personal information as described in our Privacy Policy.

15. Force Majeure

YYZ Offices is not responsible for any delay or failure to perform caused by events beyond its reasonable control, including natural disasters, pandemics, power outages, postal or courier strikes, government orders, or platform failures.

16. Governing Law & Dispute Resolution

This Agreement is governed exclusively by the laws of the Province of Ontario and the applicable laws of Canada. Any dispute shall be resolved by binding arbitration administered by ADR Chambers Ontario in Toronto, Ontario, in accordance with its Commercial Arbitration Rules, except where the claim falls within the jurisdiction of the Ontario Small Claims Court. For claims of $10,000 or less, the party that does not substantially prevail shall bear all arbitration costs. You waive any right to participate in any class action or representative proceeding. The parties irrevocably attorn to the courts of Ontario for any matter not subject to arbitration under this Agreement.

17. Modifications

YYZ Offices may update or revise this Agreement at any time. Where changes are material — including significant changes to pricing, plan structure, or key service terms — we will notify you by email to your address on file prior to the changes taking effect. The current version is always posted at yyzoffices.com/legal-policies. Your continued use of our services following notice of any changes constitutes your acceptance of the then-current version.

18. General Provisions

This Agreement, together with the Terms & Conditions, Privacy Policy, and Cookie Policy available at yyzoffices.com/legal-policies, constitutes the entire agreement between you and YYZ Offices and supersedes all prior communications. If any provision is held invalid, it will be modified to the minimum extent necessary or severed. YYZ Offices' failure to enforce any right shall not constitute a waiver. Notices will be sent to your email on file and are deemed received upon sending.

Nothing in this Agreement creates any partnership, agency, fiduciary, employment, joint venture, or representative relationship between YYZ Offices and the Client. The parties are independent contracting parties only.

The Client acknowledges that it has not relied upon any verbal statements, representations, marketing materials, estimated delivery times, or promises not expressly contained in this Agreement. This Agreement constitutes the entire basis on which the Client has entered into the relationship with YYZ Offices.

YYZ Offices may refuse, suspend, or restrict service at any time where, in its sole discretion, the Client presents a legal, reputational, operational, fraud, anti-money laundering, compliance, or security risk. No notice, credit, or refund is required in connection with any such action.

Any future telecommunications, phone answering, VOIP, or related services offered in connection with the YYZ Offices platform remain the exclusive property and under the exclusive control of YYZ Offices and may be modified, reassigned, suspended, or discontinued at any time and without liability to the Client.