General navigation. Easily navigate your online account 1. Home: find locations and bookings 2. Account: manage your account and 3. Your team: manage your company u1 2 3 4
products users and permissions 4. Quick access: view add-on services and partners 5. Account switcher: switch between your company accounts 6. Profile: view and edit your personal details 7. Help: find answers and support 5 6 7
Your homepage is your personal dashboard, which conveniently lets you see your upcoming bookings, make new bookings, and manage your favourite locations and services. You receive a personal discount on every booking made via your online account. From this page any user can: • Find workspace • Book a meeting room • Book a day office • Book a coworking desk • Book a training room • Rebook a workspace Home.
Account. All important business details in one overview. Your company accounts View and access all of your company accounts. Invoice preferences Choose how we invoice you. Company profile Manage and update your company details. Payment methods Select your preferred payment method.
Billing and payments Keep track of all your payment information. Products and services Manage how you work with us. Invoices and transactions Access your billing history and make payments. Documents Access your important correspondence with us.
Conveniently access and keep track of all your payment information. In this section you can manage: • Invoices and transactions: easily view your billing history and make payments • Invoice preferences: choose how we invoice you, from format to frequency • Payment methods: set up and manage your preferred payment methods Billing and payments. Assigning payment methods is easy. Administrators can select and assign numerous payment methods to be used for your companies and teams. This way, anyone’s expenses can be covered and managed, ensuring that the right accounts are used by the right people and for the purpose you choose. It’s also possible to assign a personal payment method to a profile. This way, only the specific user can access this payment method and make transactions. Account.
Manage how you want to work, with everything on hand to support your business. In this section you’ll find: • Workspaces and services: All the information and control of your office, virtual office or coworking desk. Easily add business services to your workspace to enhance your productivity. • Memberships: Manage and upgrade your memberships and keep track of your monthly usage. • Bookings: View or rebook any one of your past office, coworking, and meeting room bookings, and manage future bookings. Products and services. Account.
Documents. All your most important correspondence with us, conveniently stored for your records. From here you can find and download your agreements, payment notifications, and all other communications. Account.
Network devices. Connect your desktop or phone to our WiFi network and get a high-speed connection in all our locations around the world. In this section you can add and remove devices, see individual usage reports or run detailed usage reports for multiple devices or locations in a simple overview.
My team. Easily view and add your company’s team members and manage permissions and access requests. Your account offers different levels of access based on the permissions you assign to a user. To give you the most privacy and control, only account administrators can access all the account management features. In this section you can see: • Your team • Key contacts • Access requests Here’s a brief summary of the roles and permissions available to you: Administrator - Manage billing and payments - Manage product and service subscriptions - Manage team members and permissions - You can have more than one Admin per company Key contact - Key contacts are assigned as the primary person to manage a specific topic, such as invoicing, payments and communications - Key contacts are also Admin - One person can be selected for each Key contact role, but the same person can have more than one role Team member - Standard access to workspaces, bookings and more
Quick access. Quick access to the features and resources you use the most. WorldKey PIN – your personal PIN to securely access cloud-based print, copy, and scanning services. Memberships – all your membership details and monthly usage at a glance; display your membership card on mobile or app to check-in to any of our locations around the world. Mobile Key (app only) – your digital key at selected locations worldwide - Mobile Key lets you quickly and securely access workspace using your phone. Partner offers – your place to find global business services at a discounted rate from our partner network, as and when you need them.
Company accounts. Efficiently switch between your company accounts at the click of a button. We’ve made it easy for your account administrators to manage their locations, products and services – and ensure all details are up to date. This section also lets you add or join new accounts, to help you smoothly manage your business.
Profile. Securely manage your personal details, account preferences and call forwarding services in one place. In this section you can access: • Personal details • Settings and preferences • Personal payment methods • Update email and password • Call divert (available to office customers only)
Help. Your go-to place for when you have any questions or require support. Find hundreds of useful articles in the FAQs, make an enquiry about any of our products, or make a suggestion about how we can further improve our services. In this section you can: • Search our FAQs • Make an enquiry • Give feedback
Navigate through your online account easily. Home Find workspace Book a meeting room Book a day office Book a coworking desk Book a training room Account Your company accounts Company details Billing and payments Invoices and transactions Invoice preferences Payment methods Products and services Workspaces and services Memberships Bookings Documents Network devices Team Your team Key contacts Access requests Quick access World Key PIN Memberships Partner offers Profile Personal details Settings and preferences Personal payment methods Update email and password Call divert Help Search our FAQs Make an enquiry Give feedback Sitemap.
Access your online account via myregus.com and download the app via the App Store or Google Play. Access our global portfolio Your Account gives you direct access to IWG’s full portfolio of brands and workspace solutions. These include Regus, Spaces, HQ, and many other workspace companies around the world. Book with discount Use your online account and benefit from discounted rates on all your future bookings. Get started.
Activation Fees Need more help? Contact your Community Team, they are there to help Why have Activation Fees been added to my monthly invoice? There are a few reasons why this might be. If you have increased the number of team members using your Office, have changed product or moved to another centre, this will mean we need to set up your new team members or your company at the new location or for the new product. We take pride in being flexible for you to move offices or locations to suit your needs, and our set up services mean that there is little disruption to your business if you choose to do so. How much is the fee? For Office customers, the fee is based on the number of team members using your Office. Therefore, please inform the Community Team when you remove or add team members in your Office, so that we ensure the correct fees are charged. With Virtual Office customers, the fee applies per location. If you feel the charge you have received is incorrect, please bring it to the Community Team’s attention as soon as possible so we can investigate for you. I haven’t been charged this fee before, why am I being charged now? We have invested significantly into improving our services to make your experience easier and more efficient than ever, including access to your online account which allows you to self-serve at your convenience for many account requests. The Activation Fees reflect these efforts, as we continually strive to ensure you are able to have a great day at work, every day. What are Activation Fees? To set you up in your new Office or Virtual Office, there are a number of administrative tasks we need to do to ensure you start your service perfectly and have access to both your centre and online account. Though this fee is standard in the marketplace, we have ensured we are priced competitively for the advanced offering we provide. The fee includes setting up your online account, providing you with a free Lounge Membership to access our network of lounges worldwide, standard IT set-up, keys and building access, making sure all your equipment is ready and preparing your workspace. For VO customers, this also includes setting up Mail Handling and Call Answering services.
Overview If we do not receive payment by the due date noted on your invoice, we assess fees which we incur in administrating your overdue account. We obviously would not like to charge these fees, so anything we can do to assist you with your payment please let us know as soon as possible. How do I avoid late fees? To avoid late fees please be sure you allow enough time for your payment to be processed or you can sign up for auto-payment and we will conveniently pull your payment on the due date for you. For more information, speak to your Community Team and they can help you. What if I paid on time, how do I get the late fees removed? If you have paid on time, simply provide a copy of proof of payment to your Community Team and they will ensure the late fees are removed. Late fees. Need more help? Contact your Community Team, they are there to help
With your Office, Reserved Coworking or Virtual Office, you will receive 10% off Meeting Rooms booked through your online account, available in every major city in the world, so you can host a professional meeting wherever you need to be. Impress clients with a memorable workshop, or deliver a winning pitch in our fully-serviced venues. Our dedicated reception team will be on hand to ensure your meeting runs smoothly. How do I book a meeting room? Booking couldn’t be easier, just log in to your online account and go to ‘Book a Meeting Room’ on the Home page. Book on demand by the hour, so you don’t pay for more time than you need. Bookings in your home centre will be added to your monthly invoice, and for bookings outside of your home centre an invoice will be due upon check out. If your booking is outside of our business hours, it will be subject to confirmation and an after-hours rate may be applied. Should you need to amend your booking, feel free to do so using your online account under ‘Upcoming Bookings’ on the Home page. What is included in the meeting room? All our meeting rooms are equipped with presentation equipment, business-grade conference phone technology and high-speed internet, with a professional reception team to greet your guests and ensure you have everything you need. Whether you are running a training session, a boardroom meeting, interviews or an event, furniture can be organised according to your requirements. Just select your preferred room configuration when making your booking What if I want to book additional services for my meeting? When you make your booking, you can choose to add catering, tea and coffee and any presentation equipment you may need. If you decide this later, you can add it to your booking up to 24 hours in advance. Just go to your booking in your online account to make changes, or on the day you can order catering directly from your favourite vendor and we will help to deliver it to your meeting. Other ad hoc services such as administrative support, printing etc., can be added to your booking on the day. Just speak to a member of the Community Team at reception if you have any requirements and they will be happy to provide further information and pricing. What is the Community Meeting Room? The Community Meeting Room is available to use free of charge for Office, Reserved Coworking, Virtual Office and Virtual Office Plus customers, and can accommodate up to 6 people. If you are eligible, you can book the room using your online account via ‘Book the Community Meeting Room’ found on the Home page. Your allowance is one booking of up to 2 hours per day. In the interests of fair usage for all our customers, this can only be booked on the day of use. If you wish to book the room for longer or on a future date, you are welcome to book the room at standard rates with your 10% discount. Need more help? Contact your Community Team, they are there to help Meeting Rooms.
Your Retainer. How will my retainer be charged? Since retainers are not a taxable service, we send your retainer fee via a ‘statement’. This is emailed to you when you sign your agreement, at the same time as the initial invoice for your first monthly product fee. How do I check what retainer I have on file? At any time, you can view your retainer in your online account. Simply go to ‘Account’, ‘Products and services’, select the relevant office, then ‘View retainer balance’. How do I get my retainer back? We want to ensure we return your retainer in the quickest and most secure way, so we require your bank details to process the refund via bank/wire transfer directly into your bank account. Please note, that on the completion of your agreement, the centre team will liaise with the Finance team to begin the process of refund. Once both teams agree on all final balances (if any), the centre team will request the bank details of the account where you wish to be refunded. If any balances are owed on the account, these will be deducted from your retainer prior to the remainder being refunded to you. Full retainers are only returned in instances where there are no balances owed on the account. When can I expect to receive my retainer refund? We will return your retainer to you within 30 days of your agreement end date. If you have not requested your retainer by your end date, it will be returned within 30 days of your request. Please ensure you provide your bank information carefully and promptly. If we do not receive correct details then this will cause delays with your refund. Can I use my retainer to pay an invoice if needed? We do not allow retainers to be used to pay monthly invoices. What if I move to a different product or another location in your network? We will ensure the retainer you have on file gets transferred to the new product/location. If you are moving to a product/location of a smaller value, you can request a partial retainer refund via your online account as we will hold a smaller retainer on file. In the same way, if you are moving to a product/location of a greater value, we need to ensure your retainer reflects the new value of your agreement and will therefore charge the difference in a top-up retainer statement. Please note, it is not possible to transfer your retainer from one country to another. In this instance, we refund your existing retainer and issue a retainer statement for the new country. Need more help? Contact your Community Team, they are there to help
Connecting to your office internet. How do I connect to the internet? There is a simple one-time registration to get connected. Just go to a web browser on your device and enter your unique code found in the customer app under ‘Quick Access’ in the ‘Authentication’ tab. For security, the code will display for 5 minutes, then will be replaced with a new one. Once you have registered, you’ll have instant access the next time your device connects to the WiFi at any of our locations. If you don’t have a way to download the app, your device can be added to your company’s online account via the ‘Account’ tab, ‘Network Devices’, then ‘ADD DEVICE’ (users will need Admin rights to the account to do this). This will allow you to connect without an authentication code. How do I connect my printer, server and other plug-in devices? For more complex devices, such as printers, routers, firewall, switches, servers, personal IP phones and credit card machines, you will need to add the device to your online account via the ‘Account’ tab, ‘Network Devices’, then select ‘Add Device’. Following this, your device will be able to connect to the internet. How do I find the MAC address to register my device? Each device has a unique MAC address (e.g. 65-30-A3-7F-8E-55). For instructions on how to find this, click the information icon (‘i’) displayed next to the MAC address field when adding your device in your online account. For firewalls, routers or other devices with multiple MAC addresses, it is important to register the address associated with the port used to connect with the Regus network. Follow your manufacturer instructions for assistance on how to find this. How do I manage the devices that are registered to my office network? You can view all registered devices via your online account. Go to the ‘Account’ tab, ‘Network Devices’, to view, edit and disconnect unwanted devices. Need more help? Contact your Community Team, they are there to help
All Office/Reserved Coworking occupants and Virtual Office/Virtual Office Plus primary contacts receive a complimentary Lounge Membership as an added benefit. As a member, you join a thriving, collaborative community of like-minded professionals in over 3,000 locations, with opportunities to make new connections wherever your business takes you. What does my complimentary Lounge Membership include? You have unlimited access to any IWG centre with a Business Lounge, allowing you to benefit from our different brands according to your preferences (e.g. Regus, HQ, Signature). During your lounge visit, you will have access to a professional environment during business hours, including free WiFi. Other ad hoc services, such as administrative support, printing, etc., can be purchased on the day and paid upon checkout with a payment card on file. Just speak to a member of the Community Team at reception if you have any requirements and they will be happy to provide information and pricing. Where can I use my complimentary Lounge Membership? Use it at any IWG location outside of your home centre, with lounges in every major town, city or transport hub worldwide. Simply search for locations via your online account, under ‘Find workspace’ on the home page. To view all centres with a Business Lounge, type in your location and search, click ‘Filter’ then select ‘Business Lounge’ and ‘Apply’. How do I access lounges? Just drop in to a location of your choice, go to reception and present your valid Membership number upon arrival. Your Membership number can be found in your online account in ‘Quick Access’ in the ‘Membership’ section. Please note, this account number is different from your Office, Reserved Coworking or Virtual Office account. The Community Team will check you in and show you to the lounge. Can I bring guests? Your complimentary Lounge Membership includes one free guest. We are happy to accommodate further guests, subject to availability, at our standard day pass rates. Just speak to your Community Team for more information. Your Complimentary Lounge Membership Need more help? Contact your Community Team, they are there to help
What is annual indexation? Annual indexation is a standard price increase that is applied to rent when you lease or sublease office space. It is applied to the monthly rent each year, to take into consideration real estate price increases. We pass on a portion of this standard price increase to our office customers. In this pricing we also include a portion of the annual increase of labour costs, as we are not just providing office space but also facility management services. The combination of these two factors are used to determine the percentage increase. Why has indexation been added to my monthly fee? We only apply indexation to your account if your agreement has a term of more than 12 months. Since this is applicable to your agreement, a small indexation increase has been applied. How much is the annual indexation? The exact indexation calculation is detailed in your house rules. Annual Indexation. Need more help? Contact your Community Team, they are there to help
How do renewals work? Your agreement will continue indefinitely until you decide to end it. The term of your renewal will always be the same agreement term you originally signed for, unless you decide you would like a different renewal term. How will I know when my agreement is going to renew? Your agreement will renew when your notice period ends. To ensure we are transparent in this process, we send you courtesy reminder emails in advance of your renewal to make sure there are no surprises. These reminder emails provide different options for pricing and term in case your business needs have changed, but also the option to end your agreement if required. Who receives the renewal reminder emails? By default, the Primary contact in your company will receive all renewal reminders. To ensure these important emails always reach the right person, you can update the Primary contact in your online account at any time in the Team section. For your convenience, a copy of the renewal reminder emails can also be found in the Documents section in your online account. Will my prices change when I renew? Your agreement will be priced at the prevailing market rate when it renews, including any recurring services you may have added to your account. If your pricing has increased, we will also update the retainer fee amount you have on file. This will be charged in the form of a ‘top up retainer’. You can find more information about this in the terms and conditions of your agreement. What if I don’t want to renew? You can end your agreement easily in your online account. This will need to be completed within your notice period, as per your service agreement. Renewals. Need more help? Contact your Community Team, they are there to help
First and foremost, we are sorry to see you go! Here’s what to do next to ensure a smooth transition. How do I end my agreement? For your convenience, your agreement will continually renew until you decide to end it. If you terminate your agreement, it will end on the last day of your current term. You can find your agreement terms in your online account under the ‘Account’ section. Go to ‘Products and services’, choose ‘Workspaces and services’ then select the product you wish to view. To end your agreement in your online account, you can do so in the same place under ‘Workspaces and services’. Simply select the agreement you wish to terminate and click ‘End Agreement’ at the bottom of the page. This will need to be completed within your notice period, which in most cases is at least three months before your end date. For customers on month-to-month agreements, you will need to provide a full calendar month’s notice from the end date. Due to the confidentiality of your account, your Community Team and your Account Helpdesk Team are not able to process terminations on your behalf. What if I want to change to a different solution? If your business needs change, you have a very flexible agreement. Upon renewal, you can move your agreement to a different location, or change the product and term if needed. Just speak to your Community Team and they will be happy to discuss alternative options. How do I get my retainer returned after my agreement? Once you have ended your agreement in your online account, you will be directed to the retainer page where you can securely submit your bank details so that we can process your retainer return. Ending your agreement. Need more help? Contact your Community Team, they are there to help
What is this service and how much is it? Office customers who have ended their agreement will continue to receive mail, calls and visitors after their departure. Therefore, to make sure you have a smooth transition we provide a continuation service that ensures you still receive your mail and customers who call have a voicemail message with information on where to find you. The service lasts for three months after you move out, but if you would like it for a longer period please let your Community Team know and they can set it up for as long as you would like. They will also be able to give you the price for the service. What are the benefits? You will receive the below benefits for the 3 months following your move out: • Voicemail Message - You can customize the message on your voicemail, so it clearly states your new address and phone number. This way your customers can find you at your new location. • Mail/Post - Mail will be held at the centre for you to pick up so you don’t miss any correspondence. If you would like us to forward the mail to your new address, you simply need to have a card on file and we will send it as often as needed. Please speak with the Community Team for pricing of mail forwarding daily, weekly and monthly. What if I don’t want this service? When you terminate on your online account you will be asked if you would like the service. At that point you can opt out if you do not feel you need it. Please note most of our customers select this service to ensure a smooth transition to their new location. If you missed this when you terminated and you see the service billed on your invoice, you can email [email protected] (or ask your Community Team for the local phone number) and they can remove it for you. NOTE: If you choose not to have the Business Continuity Service, please remember that your mail will be returned to sender and your phone will be disconnected with no forwarding information. Business continuity service. Need more help? Contact your Community Team, they are there to help
What is the office restoration service? When you moved into your office, we carefully ensured it was clean, in working order and ready for use. Therefore, we need to do the same for the next customer who will use the space. As we know your time is valuable, we organize for you the vendors and work needed to complete the restoration of the office. We complete this work at a highly discounted rate and pass those savings on to you. What does the office restoration service include? • Full cleaning of furniture (including drawers) • Spot cleaning of carpets • Wipe down of walls as needed • Cleaning of telecoms equipment (e.g. phone handsets) • IT and telecoms testing ensuring that all data ports and phone lines work correctly • Disassembly of IT equipment in communications room including routers, hubs and switches • Collection of all office keys, swipe cards, building and parking passes What is the price of the service? The service is charged at a flat rate per square metre/foot of your office. You will find details of the Office Restoration Service and pricing for your location in the House Rules. Also, any one of your Community Team will be happy to go over this service and its pricing with you at any time. What if I never used my office, do I still pay for this service? The service is very similar to the cleaning service you would expect at a hotel. Each night’s stay, the hotel ensures they clean your room, change sheets, change out the towels etc. They will not know if you have slept in the room or not, but they still provide the service. Office restoration service. Need more help? Contact your Community Team, they are there to help
House Rules 1 HOUSE RULES │ Trinidad & Tobago March 2023 These are our House Rules which may change from time to time and apply to all our facilities operating under different brands. Accommodation 1. Centre access: Office and Co-working customers have 24/7 access to their centre. Virtual Office and Membership customers have access to centres during manned hours (Weekdays 8:00 a.m. to 5:00 p.m.) unless otherwise arranged with the Community Manager of the designated centre. We shall provide use of conference rooms and private offices subject to availability and upon reservation only. We shall also provide business and administrative support services on demand (to the extent available). Use of these services may be subject to additional fees. 2. You may not put up any signs on the doors of your accommodation or anywhere else that is visible from outside the rooms you are using without written approval from the local business centre team. We reserve the right to charge a fee for any signage and to specify its design to ensure it remains in keeping with the Centre's design. 3. Taking care of your property: You must take good care of all parts of the business centre, its equipment, fittings, and furnishings that you use. You must not alter any part of it. 4. Keys and security: Any keys or entry cards which we let you use remain our property at all times. You must not make any copies of the keys and/or entry cards or allow anyone else to use them without our consent. Any loss must be reported to us immediately and you must pay a reasonable fee for replacement keys or cards and of changing locks, if required. Access Devices (Keys, Cards, Fobs) to the building, centre, and offices are limited to the number of occupied workstations. Additional devices may be purchased for a one-time activation fee, fee is available upon request. Where applicable, all persons receiving access devices must complete the ID verification process, including two forms of ID, one being a photo ID. This rule improves security levels of the business centre. If you are permitted to use the business centre outside normal working hours, it is your responsibility to lock the doors to your accommodation and to the business centre when you leave. This is to ensure the safety of individuals and property at the business centre. 5. Day Office and Coworking monthly allocation policy: For 5 day and 10 day Memberships as well as Virtual Office Plus, cancelation of a Day Office or Coworking booking less than 10 days from the booking date will not be refunded to the monthly allocated days. The monthly allocated days cannot be carried over to future months or used for meeting rooms. Private office assignment is at our sole discretion and all usage subject to our house rules. Use 6. You shall not leave open any corridor doors, exit doors or door connecting corridors during or after business hours. For security purposes and if you do so, it will be at your own risk. All corridors, halls, elevators, and stairways shall not be obstructed by you or used for any purpose other than egress and ingress. You can only use public areas with our consent and those areas must always be kept neat and attractive. 7. Your name and address: At your request and cost, we are happy to include your name in the house directory at the business centre, where this facility is available. You must not use our name in any way in connection with your business. 8. You and your guests shall conduct themselves in a business-like manner both inside Your office(s) accommodation and throughout the property; proper business attire shall be worn at all times; the noise level will be kept to a level so as not to interfere with or annoy other customers; and you will abide by our directives regarding security, keys, parking, and other such matters common to all occupants. You agree to maintain your accommodation in good condition throughout the duration of the agreement, specifically, your accommodation will be kept clean (e.g., free of rubbish and any food storage) so as not to draw or attract pests/vermin. You confirm your office(s) is free of items not related to general office use, including without limitation medical waste, needles, bodily fluids and the like. 9. You shall not, without our prior written consent, store or operate in your office(s) or the business centre(s), any computer (excepting a personal computer) or any other large business machine, reproduction equipment, heating equipment, stove, radio, stereo equipment, or other mechanical amplification equipment, vending or coin operated machine, refrigerator, boiler, or coffee equipment. 10. Additionally, you must not conduct a mechanical business therein, do any cooking therein, or use or allow to be used in the building where the business centre is located, oil burning fluids, gasoline, kerosene for heating, warming, or lighting. No article deemed hazardous on account of fire, or any explosives shall be brought into the business centre. No offensive gases, odours or liquids shall be permitted. No firearms shall be permitted. The business centre is intended to be used solely for office use. 11. Weapons: No weapons concealed or otherwise, shall be permitted. No member of the community or sales team has the ability to waive this provision, or to authorize you to have weapons on these premises. If you are found to be in violation of this rule, your agreement will be immediately terminated, with zero tolerance.The electrical current shall be used for ordinary lighting, powering personal
House Rules 2 computers and small appliances only unless written permission to do otherwise shall first have been obtained from us at an agreed cost to you. If you require any special installation or wiring for electrical use, telephone equipment or otherwise, such wiring shall be done at your expense by the personnel designated by us. 12. You may not conduct business in the hallways, reception area or any other area except in your designated office without our prior written consent 13. You shall bring no animals into the Building other than assistance animals. Basepoint and Central Working locations: Dogs are permitted provided they are kept strictly under control and do not become a nuisance to other occupiers. Whilst in the centre unless in the customers’ unit, dogs should always be on a lead. Fouling by dogs is not permitted under any circumstances within the centre and they should be exercised away from the centre. 14. Complimentary Office/Virtual Office Membership: Your complimentary membership can be used in any of our participating locations. Use of our Business Lounges is governed by the membership terms and conditions. 15. Co-work and Office Memberships: All members must check in at reception. Checking in will constitute a day’s usage against the member’s allocated days per month. 16. When booking a day office, you must select the correct number of people to attend. This will ensure the correct size room is available and pricing can be correctly quoted for you. All day office occupants included in the booking may access and use internet services free of charge. The day office customer must provide their guest(s) with the booking reference so they can access the internet. Office Membership customers are permitted one guest free of charge. 17. You shall not use the business centre for manufacturing or storage of merchandise except as such storage may be incidental to general office purposes. You shall not occupy or permit any portion of the business centre to be occupied or used for the manufacture, sale, gift or use of liquor, narcotics, or tobacco in any form. 18. No additional locks or bolts of any kind shall be placed upon any of the doors or windows of the business centre by you nor shall any changes be made to existing locks or the mechanisms thereof. 19. Customers may only solicit other customers for business or any other purpose through centre approved channels (e.g., through noticeboards and networking events held at the centre). 20. All property belonging to you or any of your employees, agents or invitees shall be at the risk of such person only and we shall not be liable for damages thereto or for theft or misappropriation thereof. 21. Smoking: Smoking of any type i.e., nicotine, electronic, vaping or any other form shall be prohibited in all public areas, including conference and training rooms. No smoking shall be permitted at any time in any area of the business centre (including open offices). 22. Health & Safety: In order to ensure that all Centre users have a safe and secure working environment, you, your employees, and visitors must comply with all health and safety requirements set out by us, by law and as are otherwise applicable to the Centre. Therefore, in the event that you expect to have multiple/numerous visitors, depending on the specific circumstances, we may require you take an additional office or meeting room space at current rates to accommodate those visitors, or those visitors may be refused access to the centre. So please discuss any high-volume visitor requirements you may have with your centre team in advance. 23. You will not use the co-working shared space for meetings or free guests. Day offices or meeting rooms should be used to accommodate these needs. 24. Our employees and customers have the right to work and carry out their duties in an environment free from any threatening or abusive behaviour. We reserve the right to terminate your agreement in the event of any such behaviour towards our staff or customers in our centres. 25. You may use your designated office for hybrid working (excluding coworking desks). Hybrid working is defined as having more individuals registered with access to your office than the specified maximum allowable occupants for that office at any one time. The management of individuals accessing your office is your responsibility and should be managed through your online account. At no time may the number of individuals working in your accommodation exceed the maximum number of occupants allowed. A hybrid supplemental monthly fee will be payable by you for each individual above the maximum occupants allowed. This hybrid supplement is TTD$990 per occupant per month. Services and obligations 26. Furnished office accommodation: You will not affix anything to the windows, walls or any other part of the office or the business centre or make alterations or additions to the office or the business centre without our prior written consent. Your office(s) and the property will be used in a business-like manner at all times by you and your guests and free of behaviour which could be considered a material breach of the agreement including but not limited to sleeping, inappropriate or indecent conduct, or unsanitary use of the accommodation.
House Rules 3 27. Use of the Facilities: We are happy to discuss special arrangements for the use of the facilities outside the business centre standard opening hours or, the standard working days where the business centre is located. There may be an additional charge for such special arrangements. This can be discussed at the time of arrangement. 28. All the pay-as-you-use services are subject to the availability of the business centre staff at the time of any service request. We will endeavour to deal with a service request at the earliest opportunity and provide the additional service you require, but we will not be held responsible for any delay. 29. If in our opinion, we decide that a request for any pay-as-you-use service is excessive, we reserve the right to charge an additional fee at our usual published rates based on the time taken to complete the service. This will be discussed and agreed between us at the time you make such a request. 30. Services provided by your Community team will be available during standard opening hours. Internet access and phone lines are available after hours and weekends. 31. Mail acceptance policy: For Virtual Office customers with mail handling service, we will not accept any items exceeding 4.5 kgs (10 lbs.) in weight, 46 cms (18”) in any dimension, 0.03 cubic meters (1 cubic foot) in volume. Items of larger size will only be accepted upon mutual prior agreement. For Office and Co-working customers, receipt of packages that contain any dangerous, live, or perishable goods shall be entitled in our absolute discretion to return any uncollected items or refuse to accept any quantity of items it considers unreasonable or unlawful. We do not guarantee or assume responsibility for any of the services hereunder. 32. Note: We may charge an administrative fee if we feel that there is an excessive volume of mail received and processed by our team on your behalf. 33. We hold no liability over loss or damage of delivered or any in transit goods. 34. In selected centres we use camera recording for security purposes, whereby signage will be posted. 35. Know Your Customer (KYC) requirements: For some services we provide, local regulation may require that we obtain confirmation of personal and business identification/documentation from you. Where this is a requirement, we will only be able to commence those services you have contracted for once you have provided the requested information. 36. Harassment: You and your officers, directors, employees, shareholders, partners, agents, representatives, contractors, customers, or invitees shall be prohibited from participating in any type of harassing, discriminatory or abusive behaviour to our team members, other customers or invitees, verbal or physical in the business centre for any reason. We have a zero-tolerance policy towards any workplace harassment and violence. Any breach of this rule is a material breach of your agreement (not capable of remedy), and your agreement may be terminated immediately, and services will be suspended without further notice. 37. Fair usage: Where unlimited services (e.g., telephone calls, printing, scanning etc.) are included within a service package, these are subject to a fair usage as defined by us. We reserve the right to limit or withdraw your use without notice if we feel you are in breach of fair usage. 38. Parking: You and your guests agree to follow and comply with the parking rules we and the building management set forth as it relates to the use of the parking lot. A copy of the rules is available to you upon request or will be posted within the parking area. 39. Disputes: If you dispute any amount in an invoice, you must give us prompt written notice of the disputed amount. You have the duty to prove the disputed amount was billed in error and, if there is an actual billing error, we shall correct it with a credit note, and the outstanding invoice will be immediately payable. If you fail to prove an error in the billing, the disputed amount shall be undisputed, due immediately and subject to applicable late fees. Our service agreement 40. Cross default: You agree that, if you are in default under any agreement with us (or with any of our affiliates), we may, without prejudice to any other rights, withhold any services to be provided under this agreement with respect to such default (including access to any accommodation). We may use any funds held by way of retainer under this agreement to discharge any unpaid sums due to us (or our affiliates) under any agreement with us (or with any of our affiliates). 41. Payment Cards and Legal Entity: We are represented by one of the legal entities below; the transaction for card payment is performed by RISS Partnership International S.a.r.l. Williams Offices (Invader’s Bay) Ltd. Level 2, Invader's Bay Tower, Invader's Bay, Off Audrey Jeffers Highway, Port of Spain, Trinidad. 42. Applicable law: the present House Rules shall be governed by Trinidad & Tobago law. Any dispute regarding such House Rules will be settled by the competent courts of Trinidad & Tobago.
House Rules 4 43. Company name change: If there is a need to change the name of your company, requests must be made through your online account. Please note that you can request to receive up to three invoices regenerated with your new company name. These invoices can only be generated for the last three invoices periods before the date the change was made. Depending on your country there might be additional documentation required before the name change can take effect. 44. Company and contact information: It is your responsibility to keep the information and key contact details we use to communicate with you up to date through the app or online account. This includes but is not limited to email addresses, phone numbers and company address. 45. Subordination: This agreement is subordinate to our lease or agreement with the owner of the building in which the centre is located and to any other agreements to which our agreement with the building owner is subordinate. 46. Our building address may be used as a registered company address whilst there is an active service agreement in place, with our approval. It is your responsibility to update their company registration details when the agreement ends. Failure to do so within ten working days of the agreement end date will result in a penalty of USD$2,000.00 or local equivalent which we will charge to you. 47. Online account/app: All day-office and meeting-room bookings, copies of your agreement, correspondence and a downloadable statement of account are available via your online account or on the app. These are accessible at your convenience to actively manage your account. All administration of your agreement can be managed online through our website or mobile app. You can log into your online account simply by going to the website and clicking ‘Log in’ at the top of the screen. The app is available in both the Apple and Android stores. 48. Each company can receive mail at their home centre but is only allowed one company name per agreement. Office customers may receive mail for each occupant's name. Virtual Office customers may receive mail for up to three named contacts per agreement. Service for additional company names or contacts must be purchased under separate agreements. Fees 49. Activation fees: There will be a one-time, non-refundable per-occupant fee for Office and Coworking (dedicated desk) customers, and a per-location fee for Virtual Office customers. This fee will cover all aspects of onboarding, administration, and setup. For Office and Coworking (dedicated desk) customers, there will be a fee for each new occupant that is added. If there is no occupant, one activation fee will be charged. If there is a move to a different office in the same location no fees will be assessed if the occupants do not increase. For moves to a new location (at your request) all occupants will be assessed a fee as they will have to be set up again at the new location. For VO customers a new activation fee will only be assessed if there is a move to a new location (at your request). If you switch product (e.g., change from Virtual Office to Office) you will be charged the relevant activation fee for the new product. 50. Standard services: The standard fee and any fixed, recurring services requested by you are billed in advance Where a daily rate applies, the charge for any such month will be 30 times the standard fee. For a period of less than a month the standard fee will be applied daily. All services will renew automatically at the prevailing market rate. If you would like to stop a recurring service, please speak with your community team; they will be able to remove the service starting from the next calendar month from your request. 51. Pay-as-you-use (one off) services: Fees for pay-as-you-use services, plus applicable taxes, in accordance with our published rates which may change from time to time, are billed in arrears. 52. Unlimited Coffee & Tea/Kitchen Amenity service: Allows you and your visitors access to unlimited self-service coffee and hot beverages and is charged per office occupant. You can opt out of this service through your online account. 53. Office restoration service: A fee of TTD$168.00 per square meter for each occupied office will be charged upon your departure or if you, at your option, choose to relocate to different rooms within the Centre. We reserve the right to charge additional reasonable fees for any repairs needed above and beyond normal wear and tear. 54. Annual Indexation: For all agreements with a term greater than 12 months, or a month-to-month agreement not terminated within 12 months, the indexation applied is 8,0%. In high-inflation countries, indexation may be applied on a quarterly basis based on the start date of the agreement. The indexation rate that is applied is based on the current inflation rate at the time of it being applied (not at the time of signing the agreement). Please speak to your Community Team at any time to request the current indexation rate. 55. Business Continuity Service: Business Continuity is a service that is provided for 3 months following your departure (agreement end date) from the business centre, to cover the management of mail, fax, calls and visitors. Prices can be obtained upon request. Description: a) We will provide a pre-recorded message on your existing phone confirming your new number. b) Should any visitors come to the centre, our professional receptionist team will give them the new office address. Also provided is a onepage flyer with your new contact information to make it easy for visitors to find you. c) We will continue to collect mail and faxes to ensure correspondence is not missed. If you choose to have them forwarded to the new address, we will do so at the preferred customer rates and a credit card must be on file.If the Business Continuity package is not purchased:
House Rules 5 • ∙ Phones will be disabled with no forwarding message. • ∙ Mail will be returned to sender. • ∙ No information will be given to customers other than they no longer have space there 56. Late payment and penalty: We incur extra costs if you pay late. We will therefore charge you an administration fees as well as a late payment charge, as specified in the Schedule of Rates and Fees on your overdue balance if the payment is late. If your account becomes grossly overdue, you may be charged further collection fees that we incur in administering your account. 57. Insufficient funds: You will pay a fee specified in the Schedule of Rates and Fees, or the maximum amount permitted by law for failed payments due to declined credit cards, insufficient funds from direct debit payments or returned checks. 58. Call charges: Charges will not be applied for call transfers to your voicemail but will be applied when transferring a call to a nominated number. Call charges are based on local telecom rates and vary dependent on destination to local, national, and international numbers. 59. Mainline answering: The ‘main line answering’ service for any of the Office and Virtual Office products is not intended for main sales lines, large marketing campaigns, call centres and/or main customer support lines. We reserve the right to charge an additional fee of TTD$13.50 per call, should your business exceed 80 calls a month. 60. Retainer/deposit: For Office customers, retainers are calculated at least two times the highest agreed monthly fee during the term, unless otherwise agreed in writing. For Virtual Office and Co-Working customers, retainers are calculated at least one time the highest agreed monthly fee during the term, unless otherwise agreed in writing. Top up retainers are charged automatically to meet the minimum amount for each product which is calculated upon renewal or when moving to a different office. 61. Heating and air-conditioning (HVAC): Where HVAC is provided in the building and on the floor, it will be available during our business hours. Any out of hours requests for additional HVAC may incur a fee. Please speak to your Community Team for more information. Liability 62. Mail: You release us from any liability arising out of or incurred in connection with any mail or packages sent or received on your behalf. Force majeure 63. We shall have no liability to you under this agreement if it is prevented from, or delayed in, performing its obligations under this agreement or from carrying on its business by acts, events, omissions or accidents beyond its reasonable control, including (without limitation) strikes, failure of a utility service or transport network, act of God, war, riot, civil commotion, malicious damage, disease or quarantine restrictions compliance with any law or governmental order, rule, regulation or direction, accident, fire, flood, storm or default of suppliers or subcontractors. 64. Our obligation to perform its obligations shall be suspended during the period required to remove such force majeure event. We shall notify you as soon as reasonably possible of the force majeure event and propose a suitable alternative accommodation (if any) in the same business centre or in another available business centre. IT and technology policy 65. Introduction This policy forms part of our Internet connectivity order and applies where you wish to use our Telecommunication and Internet connectivity services and equipment. We are considered a Downstream Service Provider (DSP), which means we provide a personalised connection to the Internet which is managed and protected via a firewall. Our Internet service provides you with an Internet connection that provides regular business activity such as web browsing, the ability to send and receive electronic communications, access to business applications and the like. 66. Our Internet and telecommunications a. Content. You acknowledge that we do not monitor the content of information transmitted through our telecommunications lines or equipment, which includes, but is not limited to, Internet access, telephone, fax lines and data lines (“Telecommunications Lines”). You further acknowledge that we are merely providing a conduit for your Internet transmissions, similar to a telephone company, and that we accept no liability for the content of transmissions by you. b. Restrictions. Our Internet service may be used only for lawful purposes and shall not be used in connection with any criminal or civil violations of state, federal, or international laws, regulations, or other government requirements. Such violations include without limitation theft or infringement of copyrights, trademarks, trade secrets, or other types of intellectual property; fraud; forgery; theft or misappropriation of funds, credit cards, or personal information; violation of export control laws or regulations; libel or defamation; threats of physical harm or harassment; or any conduct that constitutes a criminal offence or gives rise to civil liability. You are responsible for maintaining the basic security and virus protection of your systems to prevent their use by others in a manner that
House Rules 6 violates the service agreement. You are responsible for taking corrective actions on vulnerable or exploited systems to prevent continued abuse. c. You cannot interfere or install equipment that interferes with or disrupts the functioning of our own equipment or the equipment of our other customers. This will be considered as a breach to these house rules d. We take no responsibility for personal or other third-party data that belongs to customers and is left on our copiers or visible on the network. e. Security violations. You are prohibited from engaging in any violations of system or network security. Our Internet service may not be used in connection with attempts - whether or not successful - to violate the security of a network, service, or other system. Examples of prohibited activities include, without limitation, hacking, cracking into, monitoring, or using systems without authorization; scanning ports; conducting denial of service attacks; and distributing viruses or other harmful software. We reserve the right to suspend the Internet access upon notification from a recognized Internet authority or ISP regarding such abuse. We may disconnect your equipment and withhold services if we consider that your hardware or software is, or has become, inappropriate for connection to our network. You are responsible for your own virus or malware protection on your systems and hardware. f. Our Internet services are only available at our locations and connection to our network is only permitted at those locations or via our provided services. You must not create any links between our network and any other network or any telecommunications service without our consent. g. Revisions to this policy. We may modify this policy at any time, with or without notice. h. Special requirements: It is to note that a number of ports are blocked through our firewall for outbound traffic such as: H323, Napster_8888, Nbdatagram, Nbname, RealPlayer-grp, TCP-135, TCP-139, TCP-1433, TCP-1434, UDP-1434. i. DISCLAIMER OF LIABILITY FOR THIRD PARTY PRODUCTS. As part of our services to you, we may provide third-party Internet access and computer hardware and software (“Third-party services”). WE DISCLAIM ANY AND ALL LIABILITY, INCLUDING ANY EXPRESS OR IMPLIED WARRANTIES, WHETHER ORAL OR WRITTEN, FOR SUCH THIRD-PARTY SERVICES. YOU ACKNOWLEDGE THAT NO REPRESENTATION HAS BEEN MADE BY US AS TO THE FITNESS OF THE THIRD-PARTY SERVICES FOR YOUR INTENDED PURPOSE. j. DISCLAIMER OF LIABILITY FOR YOUR EQUIPMENT. ALL CUSTOMER EQUIPMENT STORED IN OUR TELECOMMUNICATIONS ROOM IS STORED AT YOUR OWN RISK. WE DISCLAIM ANY AND ALL LIABILITY FOR SUCH EQUIPMENT AND SHALL NOT BE LIABLE FOR ANY LOSSES OR DAMAGE TO SUCH EQUIPMENT. k. DISCLAIMER OF INDIRECT DAMAGES FROM LOSS OF SERVICE. We do not provide any service level agreement to you regarding provision or loss of service for your Internet services. We shall not be liable for any indirect damages, including lost profits, arising out, or resulting from any loss of service or degradation of connectivity/access to the Internet with the service agreement, even if the other party has been advised of the possibility of such damages. The foregoing shall apply, to the fullest extent permitted by law, regardless of the negligence or other fault of either party. Additional clauses for Signature and Spaces branded locations 1. Business Club: a) Access: All members will have access to the Business Club between 8am – 6pm Monday to Friday or such time as is agreed with us. Outside of these hours the area will be closed and secured. We are however entitled to reserve parts of the Business Club at any time. b) Fair usage: The Business Club is designed to be enjoyed by members and guests for temporary use and not as a place for continuous everyday work. If we feel that a member’s use of the space is impeding other members from having fair use of the space, we might ask that they adjust their membership or moderate their use. If you are leaving a seat that you are working from for any length of time, please take your belongings with you or place them in a locker. We reserve the right to move a member’s belongings if left too long and taking up required seats. c) Meeting rooms: All members have access to the business club which includes a number of informal meeting room spaces. d) Events: Events can be hosted in various areas within the business club. If you are interested in holding an event, please ask reception for further details. Setting up and dismantling an area of the business club for an evening event should only take place after 3pm in order to prevent noise disturbing other members. 2. Café-deli: Where available the Café deli is generally open during office hours. Typical hours of operation will vary per location, but we are permitted to vary those hours of operation without notice. Each member is required to clear away consumed food and drinks and leave the area clean for other members and guests. Alcohol purchased from the Café deli may only be consumed on the premises. We don’t allow alcohol to be consumed in the business club that has been bought off the premises. All members consuming alcohol must be above the local legally approved drinking age. We are not responsible for injury, damage or other incidents related to alcohol consumption within the Business Club. Anyone who appears to be intoxicated will be asked to leave the premises. 3. Food and drink (including alcoholic drinks) brought in from outside the centre should not be consumed in the café area or meeting rooms within the Business Club.
House Rules 7 SCHEDULE OF RATES AND FEES Centres in Trinidad Standard Fees, Payment Due Date, Currency Last updated on January 1, 2023. The following list of fees, rate and index is made pursuant to that certain Service Agreement (the “Service Agreement”) between William Offices (Invader’s Bay) Limited (“The Provider”) and Client: Description Amount/Due Date Reference in Service Agreement Office Restoration Service A fee of TTD$168 per square meter. Article 1.7 Article 4.8 Dilapidations Fee As per the Price Guide Article 1.7 Service fee and interest re: late payments TT$350 fee if the outstanding balance is less than TT$7,000; and TT$700 fee, if the outstanding balance is equal or greater than TT$7,000 plus, in either case, 5% monthly interest on the outstanding balance. Article 8.6 Article 4.4 Payment with insufficient funds fee. TT$250 fee of the amount returned. Article 8.7 Article 4.5 Annual increase index Prices will be increased by the percentage change in the Trinidad & Tobago Consumer Price Index. Article 8.8 Article 4.7 VO Monthly Fee As per the Price Guide Articles 1.7 and 8.2 Articles 2.3.3 and 4.6 Currency All invoices for the standard service fee as well as the pay- as you-use services will be in Trinidad & Tobago Dollars (legal tender of Trinidad & Tobago) and will be paid in legal tender of the country, converted at the exchange rate published by the Central Bank or one of the Provider’s principal banks on the date of payment. The Provider will advise you if other forms of payment in case prevailing legislation prohibits transactions in foreign currency. As is customary, the Provider may adjust from time to time the above applicable to all users of the business centre, without requiring further consent from the users of the business centre. Fees for other services apply as indicated on the face of your Agreement and as published and available to all users at the business centre.
No slippers/ flip flops No vests or crop tops No shouting or disruptive noises No conducting of business in hallways No slamming of doors DRESS CODE & CODE OF CONDUCT Regus is a professional Business Centre and we would like to reflect this especially in our dress code and code of conduct. YOU & YOUR GUEST Both you and your guest(s) are expected to be in appropriate business attire from your clothing all the way to your foot wear. FURTHER DETAILS CAN BE FOUND IN YOUR HOUSE RULES. ANY QUESTIONS, PLEASE CONTACT YOUR COMMUNITY ASSOCIATES.