Restrictions on services provided

Note - updated 31.12.2024

In November 2024, two people were hired in our office in Poznan, working from 8 am to 4 pm, Monday, through Friday.

This means a number of changes, including:

• Direct telephone support for all our current and prospective customers at phone number: 22 494 31 30
• comprehensive correspondence service in Poznan all working days of the week
• collection of shipments directly from couriers, including packages with maximum dimensions of 30 x 30 x 35 cm 
• On-site support for all matters related to mail collection and our services
• immediate remote support for our Warsaw and Wroclaw branches

In addition, additional services have appeared or will appear in a moment, such as:

• returning correspondence by courier

Early 2025 will see the arrival of the Office31 service - your company's address Premium , where the price of the premium package will include such services as:

• Collection of registered letters requiring postal authorization (directly from the letter carrier, service provided daily - Poznań or once a week visit to the Post Office - Warsaw/Wrocław + Poznań)
• unlimited scanning
• unlimited return of correspondence by courier (Poznan) or Parcel Machine (Wroclaw/Warsaw) - the cost of the courier service alone, without commission.

And other additional services.

The condition for the possibility of using the premium package of our virtual office will be the transition to a new version of the contract (annex), and in the case of Poznan, the new package and services will be available to companies registered at Szamarzewskiego 21/2, 60-514 Poznan.

Contracts for periods of 3/6/12/24/36 months will also appear in the first quarter of 2025.

Existing clients of our virtual office will be given the opportunity to upgrade to a premium package at a competitive price.

We will keep you updated on upcoming news.

Office31 team

Original text below, it will be modified.

We respect your time and money, we are transparent, we do not hide anything and we stand out from other virtual offices by our approach and innovation.

Thousands of satisfied customers have already used our services, but not everyone may like the way we provide virtual office service.

Please read this information so that you will know how our cooperation will look like after the agreement.

We have described our services in detail in the section FAQ, while here we will try to summarize it in one place.

We do not hire office staff to work at our office locations

What does this mean?

• We do not offer direct telephone contact

  • Nevertheless, basically all the information, including the model contract, description of services, answers to frequently asked questions (FAQs) are on our website.

  • At the same time, we propose at least 5 alternative and quick forms of contact.

  • We respond quickly to inquiries made by e-mail.

  • You will conclude the contract yourself online.

• You will not find another person in our office, the exception being a situation where another customer at the same time as you will come to pick up his mail or you just happen to run into our employee who came to handle the correspondence.

  • This means that our employee will not personally open your office door, locker or archive where your mail may be located. However, he will help remotely if necessary.
  • Of course, you will do all of the above yourself with PIN-based electronic locks.
    • if you have forgotten your PIN for the door/locker - you will recover it yourself through the customer panel. Through the same customer panel, you will also extend the validity of the PIN, and if necessary, you will request the transfer of your archived mail to the locker to the PIN.

    • If our automation systems fail and you don't get to the office or box through no fault of your own - we will send your mail to a designated parcel machine at our expense, scan it free of charge, or make it available again for pickup at the office - you choose.

Access to the premises and lockers where we store mail is self-service

• You will open the doors of the premises with a PIN, as well as the lockbox where your mail will be. The locker system is something like the popular parcel machine.

• With this approach, you are fully independent of us, you do not rely on our availability, and in most of our locations mail pickup or access to the premises for other purposes is possible 24/7.

We will not pick up the mail directly from the letter carrier or courier.

How will we receive your mail?

• All letters that do not require confirmation of receipt with a handwritten signature (read the section below on which letters require a signature) will go to our mailbox (or to the reception desk in the case of an office building, if our branch is located in an office building in a particular city) from where our employees will collect them. This also applies to registered letters, if you activate on your own the "Recommended to the mailbox" service (a free service of the Polish Postal Service).

  • The "Directed to the Box" service may require a one-time visit to a branch of the Polish Post Office. In some cases, you can start this service online, but you may need to visit a branch of the Polish Post Office in the city where our virtual office you have chosen is located.

• You will pick up the letters that came to us at our office from the automated box system.

  • of course, if you want you can have us scan them (paid service), we can also store these lists for you free of charge as long as you have an active contract with us.

• In other cases, the letter carrier will leave an advice letter, a photo of which you will receive by e-mail, and you will pick up the letter itself at the local post office, which belongs to our branch in your city.

  • You can also activate the service of sending letters to another address, in which case the Polish Post will redirect letters that do not require an acknowledgment of receipt to another address you specify. Redirection is a paid service of the Polish Post.

• In the case of parcels sent by the Polish Postal Service - the Polish Postal Service courier will leave an advice letter, you will receive it in an e-mail notification, and you will pick up the parcel yourself or by proxy at the Post Office assigned to our office.

• As for other couriers - some of them offer the option to redirect the package to another address, some offer the option to leave the package at a nearby POP. Here it depends on the specific courier company.

Letters requiring handwritten acknowledgment of receipt - additional information

Not every letter requires a handwritten acknowledgement of receipt, an ordinary registered letter does not require such an acknowledgement and can go to our mailbox (activation of the free service of the Polish Postal Service Directed to the mailbox is required).

Most letters from offices such as Social Security, the US (including the so-called checking activities commonly referred to as US checks) are sent by ordinary economy letter or ordinary registered mail, which does not require proof of receipt.

So which letters require a handwritten acknowledgment of receipt?

• Some letters from courts, police, bailiffs, customs, especially if there are criminal proceedings or there is a case in court in which we are involved
• Occasionally letters from the Tax Office, Social Security, if it relates to cases where there may be some serious legal consequences, e.g. a fine, the need to return taxes, payment of overdue contributions.
• Occasional letters from law firms
• Occasional letters from institutions that pursue debtors at the request of creditors
• Occasionally from business partners, customers, if they have requested (and paid for) by sending a letter that a handwritten acknowledgment of receipt of the letter is necessary.

In practice, this is a few percent of all letters our customers receive. We cannot collect such letters for our clients; they must do it themselves at the Post Office or by proxy.

Note for those staying far from our branches

• Not every correspondence will be answered for you, this was explained above, it will not be a problem at all if, however,...

  • you live fairly close to a branch of our office
  • coming once in a while to pick up a letter will not be a problem
  • you have someone to authorize to collect such a letter for you, if necessary
  • do not receive letters that require a handwritten acknowledgement of receipt
  • you mainly communicate with customers and offices online, use platforms such as ZUS PUE, EPUAP, eDelivery, for example
  • You are represented in front of the Social Security and the US by an accounting office, and it is with them that the officials contact if necessary

• Experience in recent years has shown that the actual problem was a few percent of customers who did not read the information about our service, and at the same time received correspondence requiring a handwritten signature or did not activate the "Directed to the Box" service, then received this type of letter while residing permanently abroad or far from our office.
  • Remember, you can always appoint a proxy at your local Post Office to pick up on your behalf from the Post Office affiliated with our virtual office in a particular city letters requiring a handwritten receipt, parcels, while you must have such a person in that city, we will not do it for you.

Employee visits to offices

• Our employees appear in the offices depending on the city 3 times a week (the exception at the moment is Wroclaw - 2 times a week, with the future will be more often, it depends on the number of customers in the city).

  • The frequency for each city is dissected in the section FAQ.

• Visits by our employees take place on weekdays, when letter carriers are working, occasionally, as an exception on weekends.

  • If there are three visits per week, they usually take place on Monday, Wednesday and Friday; if there are two visits per week in a given city, then the first one takes place on Monday or Tuesday, and the second one 2-3 days apart.

• Employees show up for a dozen or more minutes.

  • They pick up the letters,

  • sort,

  • place in caches,

  • receive an advisory,

  • take photos of letter envelopes and advices,

  • They assign mail to customers in a special application,

  • move correspondence out of the archive and into the archive (a dedicated lockable space inaccessible to clients at the office for storing all clients' unclaimed correspondence),

  • take scans (photos) of letters upon request.

In practice, this means that:

• You will receive notification of the letter or a scan or your letter from the archive after the employee visits the office premises

  • For example, the letter carrier left a letter for you on Wednesday, and the next visit by an employee to the premises will be on Thursday - then you will receive a notification of mail to be picked up at the premises on Thursday (or a photo of an advice letter).

  • In the same way, an order to translate mail from the archive or make a scan will be carried out during the next visit of an employee to the premises - see the above point.

  • The maximum waiting time is 1-2 business days, however, it is random and can always manage to get the above on the same day.

We do not have a service for sending mail to another designated address.

• Our employees operate under supervision, their work is fully recorded to ensure security of your correspondence. Employees do not have the right to leave the office premises with your correspondence, for example, to go to a Post Office or parcel machine to send your letters somewhere. There is and will be no such service, even at the express request of the client. Our employees perform their work only on the premises of our offices.

• You can run the forwarding service of the Polish Postal Service yourself, this is a paid service and does not include letters that require confirmation of receipt, or parcels.

Full automation - many advantages, but also some limitations.

• We have full automation for handling contracts with clients, from the moment the contract is concluded, through the subsequent handling of the contract. The same applies to the handling of the virtual office, the processes associated with it.

• This means so much that everything has been thought out and programmed to always work in a certain and the same way.

• There are occasional situations where automation works and we feel the negative effects.

  • A good example is a situation where a customer is 5 minutes late for his mail. We give plenty of time - as much as 72 hours, which can still be extended from the customer panel for an additional 24 hours. However, if this time is exceeded - the system will automatically lock the door and the box and there will be no one to explain that the delay is only the proverbial 5 minutes.

    • This may, in extreme situations, mean that you drove to the office, perhaps even a considerable distance and did not get there in the end. This is not our fault and we will not take responsibility for it.

      • Fortunately, it is usually sufficient in such situations to extend the validity of the PIN for 24 hours on your own through the Customer Panel, or eventually to place an order through the Customer Panel to put your mail back in the box, which will happen during the next visit of an employee to the office premises.

• Individual changes to the contract upon request are not possible.

  • The contracts we enter into are prepared by an automaton, and their content has been consulted with lawyers. Making even a minor change would require legal consultation and programming changes, and this takes time and generates costs greater than getting a single client to request such an amendment.

• However, should it turn out that our processes need to be improved, something is not working as it should, we have not taken something into account while we should have, and if it concerns a group of customers rather than a single case, we will certainly implement appropriate modifications to the systems over time.

High flexibility with some exceptions

• We focus on economies of scale - a large number of customers. We offer very attractive price virtual office services, ideal for a large number of people who like our way of operating.

• We can offer innovative solutions, 24/7 office access, fully online service, while reducing costs to be competitive in the market.

  • We do not employ office staff

  • We do not offer a monthly payment for virtual office service,

  • We do not have short-term contracts (although 3, 6-month options are planned at a correspondingly higher price).

  • We carry out those services described in our detailed offer.

    • Other services are not available, even for an additional fee. However, you can inquire about them, if many customers need a particular service, it may appear.

Self-service, self-service type service

• Our basic premise is far-reaching automation and self-service, a self-service, serve yourself approach.

• We assume that our customer will go to our website, read the most important information, if they need it, with details of the offer, restrictions, FAQs.

• Based on the information made available from the website, will conclude a contract, and then use the Customer Panel to manage your service yourself.

• With this approach, there is no need to exchange many emails with us, you can focus on developing your business

• At the time of receipt of a postal notification or an advice letter - our client picks up his letters at the local Post Office or from the premises of our office, which he gets to on his own.

• If he needs to extend his PIN, he does it through the customer panel on his own, if he forgets the PIN, there is a procedure for recovering it on his own, he has his mail transferred from the archive to the box on his own if he couldn't pick it up in time, and if he needs to, he buys the service and has his mail scanned.

• Our service may not be suitable for people who prefer direct telephone contact with the service provider, who need far-reaching assistance.

• Everything is described as clearly as possible on our website or in the e-mails sent, and if it is different, please let us know, we will change it.

• Of course we support our customers, we reply to emails and messages, chats and phone calls (you can leave a phone message, we will reply by text message or email), we try to do it very quickly.

  • Nevertheless, we stipulate that we will regularly refer to the FAQ, where we have included answers to customer questions that have arisen over the many years of operation of our office and to instructions that have been written.

• It is likely that our service will not be suitable for people who are not able to handle a computer, smartphone, internet.

We scan on demand, while the service is an additional fee and may not be affordable for companies and individuals who need regular scanning of a large volume of correspondence.

• This is due to the fact that we do not have office workers to whom we are happy to fill eight hours of work time each day. Price list scanning is on our website. If you need a great deal of scanning, your competitors probably have a better price offer for you.

Summary

We think we have a very good virtual office service at a great price provided in a professional manner.

We can achieve this price by reducing the workforce and fully automating and approaching the provision of a standard scope of service, which we believe is quite extensive.

We give you opportunities not offered by our competitors, including 24/7 office access, full online management of the service, contactlessness, transparency and the ability to conclude a contract right away fully online.

There are certain limitations associated with our way of doing things, which are discussed in detail here.

We have thousands of satisfied customers to whom the range of services provided suits, and who were looking for a virtual office at a very attractive price, without unnecessary additional services "in the price".

We encourage you to take advantage of our services.