Mailbox Renter Terms and Conditions

Last updated: August 21, 2026

These Mailbox Renter Terms and Conditions (the “Renter Terms”), together with the General Terms and Conditions (collectively, the “Terms”) form a binding agreement between Mailbox To Go Inc. (“Mailbox To Go,” “we,” “us,” or “our”) and any person or organization (“Renter,” “User,” “you,” or “your”) that subscribes to, accesses, or uses the virtual mailbox products and services we provide through the mailboxtogo.com website or any other related online interfaces (collectively, the “Services”). By creating an account, selecting a subscription plan, or using any feature of the Services, you agree to comply with and be bound by these Terms.

If you are entering into this agreement on behalf of a business or other legal entity, you represent that you have the authority to bind that entity to this agreement, in which case all references to “Renter,” “User,” “you,” or “your” shall refer to such entity. If you do not have such authority, or if you do not agree with these Terms, you must not accept this agreement and may not access or use the Services.

The General Terms and Conditions apply to every visitor, account holder, and user of the Website or Services, while these Renter Terms establish additional rights and obligations specific to Renters. In the event of a direct conflict between the General Terms and Conditions and these Renter Terms and Conditions, the latter will prevail, but only with respect to the virtual mailbox Services.

By subscribing to or using the Services, you acknowledge that you have read, understood, and agree to be bound by both these Terms and the General Terms. You further acknowledge that these Terms are a contract between you and Mailbox To Go, even though it is electronic and is not physically signed by you, and it governs your use of the Services. A copy of these Terms is available for download at any time through the Website.

The Services and Your Service Providers

The Services consist of two things working together: an online platform, provided directly by Mailbox To Go, through which you manage your account, view mail, and issue handling instructions; and the physical receipt, handling, and storage of your mail, which is carried out by an independent local business assigned to your mailbox location, or by Mailbox To Go itself where it directly operates that location, each described further below.

“Operator” means the independent local business, or Mailbox To Go itself when it directly operates a given location, that is responsible for the day-to-day physical handling of mail at that location; where Mailbox To Go acts as the Operator for a location, it does so in that capacity, separate from its platform-level role described elsewhere in these Terms.

“Service Providers” means, collectively, Mailbox To Go and the Operator assigned to your mailbox location, and “Service Provider” means either of them individually, each with respect to matters within that party’s own role as described in these Renter Terms. The term “Service Providers” is used solely for ease of reference and does not merge, combine, or extend either party’s role, obligations, or liability into the other’s, except as expressly stated in the Limitation of Liability section below.

Except where Mailbox To Go itself is acting as the Operator for your assigned location, Mailbox To Go does not itself receive, open, or physically handle your mail; that is the Operator’s role, as described further under “Authorization to Receive and Handle Mail” below. Mailbox To Go and the Operator are each responsible only for matters within their own role, as set out throughout these Terms and, in particular, under “Limitation of Liability” below.

Mailbox Activation and Verification

Before your mailbox becomes active, you and each proposed recipient must complete our identity verification process and provide the required documentation to confirm identity and address. This step is mandatory for all Renters and is designed to protect against misuse and ensure compliance with applicable laws governing mail handling in Canada.

You must submit valid documentation that meets Mailbox To Go’s baseline verification standards in effect at the time of your application, as outlined within your account dashboard. All documents must be current, legible, and match the names and details listed in your account. The Operator assigned to your mailbox location reviews recipient submissions against Mailbox To Go’s verification criteria and is responsible for deciding whether to approve or reject them; Mailbox To Go does not conduct this routine review. The Operator may not impose additional or separate verification requirements of its own. If a submission is rejected, the Operator must provide you with a valid reason so you can understand and correct the issue, and the Operator may request additional or replacement documentation at any time if information is incomplete, unclear, or inconsistent under Mailbox To Go’s criteria. If the Operator identifies any inconsistencies, a suspected impersonation, or another risk that Mailbox To Go’s criteria do not clearly address, the Operator must pause the verification and refer it to Mailbox To Go for a final decision rather than resolving it independently. Mailbox To Go may also deny, suspend, or override an Operator’s approval of activation at any time where Mailbox To Go has specific reason to suspect that documentation is fraudulent, unlawful, or otherwise presents a compliance or security concern. Verification is typically completed within two (2) business days after all documents have been received, though this period may vary depending on volume or verification complexity and no fixed completion time is guaranteed.

Your mailbox is reserved for you immediately upon subscription, and billing begins at that time. However, the mailbox will not be considered active, and the Service Providers will not accept or process incoming mail until your verification has been successfully completed and approved. Once verification is approved, you will receive confirmation by email and may begin using your assigned address.

Mail received for unapproved recipients will be refused and returned to the sender. You may not publish, advertise, register, list, or otherwise use the assigned address for any person, business, or other entity unless that person, business, or entity is an active and approved Recipient under your mailbox. This restriction applies to any filing, application, registration, record, listing, account, profile, or other representation in which the assigned address is used for or attributed to that person, business, or entity. You may not publish, advertise, register, list, or otherwise use the assigned address for any Recipient until that Recipient’s verification is confirmed complete. Any unauthorized use of the address may result in suspension or termination of the mailbox and other action permitted under these Terms.

Each mailbox must have at least one approved Recipient, a person or business authorized to receive mail under your account. Depending on your subscription plan, you may be permitted to add multiple recipients, each of whom must complete the identity verification process before mail can be accepted on their behalf.

You may archive an approved recipient at any time and add a new one in their place, subject to your plan limits. Once a recipient is archived, mail addressed to that individual or entity will no longer be accepted and will be returned to the sender.

If you wish to receive mail under multiple names, such as family members, business partners, or business entities, each additional recipient must also complete identity verification. Mail addressed to unverified or unauthorized names may be declined or returned.

By adding an additional recipient to your account, you represent and warrant that you have obtained that recipient’s authorization for the Service Providers to receive, open, scan, disclose, forward, arrange for pickup of, and destroy mail addressed to them, and to otherwise handle their mail in accordance with your instructions and any feature or Service made available under these Terms, and you accept responsibility for all instructions given with respect to that recipient’s mail. The Service Providers are entitled to rely on your representation without independently verifying that such authorization exists.

You agree to keep your identification and account information accurate and up to date. Any changes in your legal name, residential address, or business registration must be reported promptly to Mailbox To Go. Reverification may be required after a material change to your information, suspected misuse, a prolonged period of account inactivity, or where reasonably necessary for security or legal compliance; where required, it will be reviewed and decided by your Operator using the same approval process described above, subject to Mailbox To Go’s override authority in cases of suspected fraud or compliance concerns. Failure to maintain accurate records may delay mail handling or restrict access to certain Services until the information is corrected.

Authorization to Receive and Handle Mail

By activating a mailbox, you authorize the Operator assigned to your mailbox location, and its trained and authorized personnel, to receive, sign for where permitted, log, image, open when instructed, scan, forward, store, release for authorized pickup, and destroy postal mail on your behalf, in accordance with your instructions and these Terms. Mailbox To Go sets the platform-wide policies described in these Terms (including the mail-acceptance criteria and the Restricted Security-Sensitive Mail policy below) that every Operator, including Mailbox To Go when acting as an Operator, must follow. Operators may access your mail and related information only as reasonably necessary to provide the Services and are subject to applicable contractual privacy, security, confidentiality, and mail-handling requirements.

You appoint the Operator assigned to your mailbox location as your lawful agent solely for the purpose of receiving, signing for, and managing postal mail and courier deliveries addressed to you at your assigned mailbox address. This appointment is granted directly to whichever Operator is assigned to your mailbox location and automatically extends to a successor Operator if your service is transferred under “Service Continuity and Location Changes” below, without requiring a new or renewed appointment. This authorization extends to eligible items that require a signature upon delivery, and you acknowledge that a signature provided by an Operator acting under this appointment constitutes valid acceptance and delivery of such mail. This is a limited mail-handling appointment. It does not make an Operator your registered agent, office, place of business, agent for service of process, or agent for accepting a legal notice that requires personal service or your personal attendance or identification, and an Operator may sign only for an otherwise eligible delivery that does not require those personal acts.

Except when Mailbox To Go itself is acting as the Operator for your assigned location, Mailbox To Go does not act as your agent for purposes of receiving, signing for, or accepting mail or deliveries on your behalf; that role belongs to the Operator, who acts as an independent contractor and not as an employee, partner, joint venturer, or general agent of Mailbox To Go in its platform capacity. Where Mailbox To Go acts as the Operator for a location, it does so only in that capacity, separate from its platform-level role, consistent with the definition of Operator above.

Custody of a mail item begins when an Operator physically accepts it. The outside of the item is then imaged and assigned to your digital mailbox, subject to any mail acceptance restrictions, security requirements, or handling limitations that may apply. A notification email confirming receipt is also sent to the primary email address associated with your account. The date and time an item first appears in your digital mailbox is the controlling timestamp for notification, instruction, storage, and retention periods under these Terms, a delayed or missed email does not change this controlling timestamp. Appearance in your digital mailbox constitutes delivery to you for notice and deadline purposes, but it does not end physical-custody duties: the Operator remains responsible for the physical item until it is forwarded to a carrier, released through an authorized pickup, returned, recycled, shredded, or otherwise lawfully disposed of.

Although notifications are sent promptly after mail is received, external carrier delays and postal schedules are beyond the Service Providers’ control. If you expect urgent, legal, or time-sensitive correspondence, you remain responsible for monitoring its delivery and using another delivery method where ordinary virtual-mailbox processing is unsuitable. The Service Providers do not guarantee expedited processing merely because correspondence is urgent or legally significant, do not determine the meaning, validity, deadline, or legal effect of your mail, and are not liable for delays caused by postal carriers, misaddressed mail, or your failure to review notifications in a timely manner.

The Service Providers are not responsible for any deadlines, penalties, or legal consequences resulting from your failure to act upon mail that has been received, scanned, or made available in your account. Once the mail is processed and visible, it is deemed delivered to you. You are solely responsible for monitoring your account and taking any necessary action in connection with time-sensitive or legal correspondence.

Mail sent to you and its contents remain the property of you, the sender, or another lawful owner. The Service Providers receive custody rights only as necessary to provide the Services and carry out your authorized instructions.

Subject to the Recipient approval requirements above, you may use the assigned address for any truthful and lawful mailing-address purpose, where the relevant authority permits it. You may not use it for any illegal, misleading, or deceptive activity, and you must not state or imply that you physically occupy the location, maintain an office there, conduct in-person business there, or have appointed a Service Provider as your registered agent or agent for personal service. No Service Provider guarantees that any third party will accept the assigned address for its own registration, verification, or listing purposes; acceptance of the address for any such purpose is determined solely by that third party under its own rules.

Mailbox To Go’s policy permits the assigned Operator to open and inspect any mail or delivery that appears damaged, unsafe, improperly sealed, or that potentially contains prohibited or illegal materials, solely to the extent necessary to determine appropriate handling or to comply with law enforcement requests. Such inspection does not create any obligation to examine mail contents, and no Service Provider will be liable for any delays, damage, or loss arising from a reasonable inspection, refusal, or lawful reporting of suspicious items carried out in accordance with this policy.

Mailbox To Go operates solely as the provider of your digital mail management platform, and not as a government postal service or courier, nor, except where Mailbox To Go itself is acting as the Operator, as described above, as your agent for receiving, signing for, or accepting mail or deliveries. No Service Provider guarantees the delivery speed, completeness, or condition of mail sent by third-party carriers such as Canada Post, UPS, or FedEx.

You may not use the assigned address to impersonate any person or entity, register misleading business names, or suggest physical occupancy at the assigned location. If Mailbox To Go or the Operator becomes aware of misuse or misrepresentation, Mailbox To Go may suspend or terminate your mailbox immediately and cooperate with law enforcement authorities as required by law.

Mail Acceptance and Restrictions

Mailbox To Go provides virtual mailbox services intended for receiving letters, documents, and standard or large envelopes at every location. Parcels, boxes, and packages are accepted only where the package acceptance feature is shown as active for your assigned location, see “Package Acceptance and Restrictions” below. A location without that feature may refuse or return packages, and any mail item exceeding the specified size or weight limits may be refused, returned to the sender, or securely discarded.

The Service Providers do not accept or store mail or packages that contain, or appear to contain, hazardous, flammable, perishable, or otherwise unsafe materials; cash or negotiable instruments not permitted to be mailed; controlled substances, weapons, or illegal goods; pornographic or obscene content; or anything that violates Canadian law or postal regulations. If such an item is received inadvertently, it may be refused, returned to the sender, reported to authorities, or securely destroyed without notice or compensation.

The Service Providers also do not accept deliveries that require the physical presence, government-issued identification, or personal signature of the addressee, such as passports, controlled documents, or court subpoenas requiring personal service.

Mail that cannot be matched to an active and approved recipient will not be processed or delivered. Where both a recipient name and virtual mailbox number appear, the named recipient must be active and approved under the mailbox identified by that number. If the name and number do not correspond, the mail will be treated as unmatched even if either one separately matches an active mailbox or recipient. A matching recipient name may be sufficient where no virtual mailbox number appears, but a mailbox number alone is not sufficient. Unmatched mail will be marked as undeliverable and returned to the sender. The Operator will not open or inspect any mail that has not been assigned to an approved recipient within our system.

The Operator’s responsibility for each mail item begins when it is physically accepted by the Operator, consistent with the custody rules described under “Authorization to Receive and Handle Mail” above. No Service Provider is liable for loss, delay, or damage to mail prior to that acceptance, or for any errors or delays caused by senders, postal carriers, or couriers. Once a mail item has been logged and is visible in your digital mailbox, acceptance obligations have been fulfilled. Ongoing custody of the physical item is governed by the Operator’s standard storage and disposal practices, consistent with Mailbox To Go’s retention policy described below.

You agree to use your assigned mailing address only for lawful purposes. You may not use it to receive mail on behalf of unverified third parties, to misrepresent your business location, or to engage in fraudulent or misleading activity. Any suspected misuse may result in suspension or termination of your mailbox.

If unsafe, illegal, or damaged mail or deliveries, or mail addressed to unidentifiable or unauthorized recipients, are received, the Operator may isolate, refuse, quarantine, report, or securely destroy such items without prior notice, consistent with Mailbox To Go’s policy, and may contact the carrier, sender, or authorities as reasonably necessary to protect people, property, mail, and data. The Service Providers are under no obligation to store, forward, or return prohibited or suspicious mail, and are not liable for any loss, delay, or action taken in connection with such items.

Mailbox To Go may revise its mail acceptance policies, prohibited item list, or size and weight limits at any time. Any such updates take effect upon posting in your account dashboard or on our website. A revision to Mailbox To Go’s acceptance policies will not authorize the premature destruction of an item an Operator has already accepted and will not reduce any right that has already accrued to you.

Package Acceptance and Restrictions

Package acceptance is a separate, optional feature that may be available at some locations but not others as indicated on the Website and your account. If package acceptance is active for your location, accepted packages are subject to the same content and safety requirements as “Mail Acceptance and Restrictions” above. Package size for storage-fee and acceptance purposes is classified by whichever measurement, combined dimensions or weight, places the item in the higher tier: Small (up to 12x12x12 inches, and up to 10 lbs); Medium (up to 24x17x12 inches, and up to 30 lbs); Large (up 40 inches on the longest side, and up to 50 lbs). Any item exceeding Large in any dimension or weight is oversized and is not accepted as part of the standard Services. No Service Provider is obligated to accept an oversized item, including but not limited to a car tire, large appliance, or furniture. In rare cases, the Operator may nevertheless choose, in its sole discretion, to accept an oversized item that it considers safe and reasonably manageable. If accepted, it will be classified as a Large item for storage-fee, handling, and disposal purposes. Acceptance of one oversized item does not guarantee acceptance of that or any similar item in the future.

Package storage is free for the first seven (7) days. Beginning on day eight, a daily storage fee applies based on package size (small, medium, or large) at the rate displayed in your account, through day thirty (30); no storage charge accrues after day 30. Once the standard thirty (30) day period ends, packages are handled in accordance with “Mail Storage, Retention, and Disposal” below.

In-Person Pickups and Scheduling

Similarly to package acceptance, in-person pickup is a separate, optional feature that may be available at some locations but not others, as indicated on the Website and in your account. If in-person pickup is active for your location, pickup is available by scheduled appointment only. You must submit a pickup request through your account and select an available appointment date before attending the location. A same-day pickup request is not guaranteed and is subject to the Operator’s availability. If the request cannot be accommodated, you must select another available pickup date. A location’s ordinary business hours do not mean that walk-in pickup is available.

If you arrive without a scheduled appointment, the Operator is not required to retrieve or release your items and may require you to schedule an available pickup through your account. An Operator may choose to accommodate an unscheduled visit, but is not obligated to do so, and doing so does not create any continuing right to walk-in service. All applicable pickup charges, identification requirements, and authorization requirements will continue to apply.

Before any item is released, the collecting person must present an acceptable government-issued identification; a third party may collect only through the authorization method displayed in your account.

Some subscription plans may include a specified number of complimentary pickups. Once the complimentary pickups available under your plan have been used, each additional pickup is subject to the fee displayed in your account before you confirm the request.

You may cancel it free of charge until the day before your scheduled pickup date. A pickup cancelled within this period will not count against any complimentary pickups included with your plan. After this cancellation period has passed, the pickup may count as used even if you cancel the request, do not attend the appointment, or do not collect your items. If the pickup is complimentary, it may be deducted from your available complimentary pickups but you will not be charged. If the pickup is not complimentary, the applicable pickup fee may be charged.

After cancelling a pickup within the permitted cancellation period, you may submit a new pickup request for another available date at any time. If the Operator cancels the pickup or is unable to accommodate it, the pickup will not count as used and no pickup fee will apply. Mail will not be released where identity or authorization cannot be verified.

Special Handling Mail

Notwithstanding anything else in these Terms, the Service Providers do not accept, and the Services are not designed or intended to receive, store, scan, digitize, forward, or otherwise process, mail or documents that are marked as, known by the Renter to contain, or later identified by a Service Provider as containing Protected B, Protected C, or information formally designated under a government, contractual, or security program as Confidential, Secret, Top Secret, Controlled Goods, or subject to comparable security-handling requirements (collectively, “Restricted Security-Sensitive Mail”).

The Renter must not use the assigned mailbox address for Restricted Security-Sensitive Mail and must not direct, or permit, any sender reasonably expected to send such material to use the assigned mailbox address. This restriction does not apply to ordinary confidential business, legal, government, financial, medical, or personal correspondence that is not subject to a formal contractual or security-handling requirement.

No Service Provider has any obligation to determine whether an item contains Restricted Security-Sensitive Mail, particularly where the envelope or outer packaging does not identify the nature of its contents. If a Service Provider becomes aware that an item may contain Restricted Security-Sensitive Mail, the Operator may refuse the item, stop or limit processing, decline to open, scan, digitize, store, or forward it, return it to the sender, or take any other action reasonably necessary in the circumstances, consistent with Mailbox To Go’s policy under this section.

The Renter remains solely responsible for confirming the mailing, handling, storage, forwarding, and delivery requirements applicable to any sensitive or security-restricted correspondence and for ensuring that the assigned mailbox address is not used where those requirements are incompatible with the Services.

Mail Scanning and Customer Instructions

Once an accepted mail item is assigned and displayed in your digital mailbox, you can issue handling instructions through your account, such as to open and scan, forward, request pickup where enabled, recycle, or shred the item. Once your instruction is received, the Operator will process the item as requested in accordance with these Terms. The Operator may decline, stop, postpone, or limit any requested handling instruction where the item is subject to a restriction under these Terms, appears to require special security handling, or cannot reasonably be processed through the ordinary Services workflow.

If you choose to have an envelope opened and its contents scanned, you expressly authorize the assigned Operator and its trained personnel to open the mail and create a digital copy, which will be made available within your account. Because scanned documents are digital reproductions of original mail, this action cannot be reversed once completed.

While reasonable precautions are taken during scanning and processing, you acknowledge that human or technical error may occasionally result in incomplete or distorted scans, and no Service Provider shall be liable for incidental disclosure, omission, or corruption of scanned data arising from the scanning process itself, except that nothing in this paragraph excludes Mailbox To Go’s responsibility for an unauthorized disclosure of, or other privacy breach affecting, data stored on the platform, to the extent that responsibility cannot lawfully be excluded. If a scan is materially incomplete or unreadable, notify us promptly so that the Operator can attempt a rescan while the physical item remains available. No Service Provider is otherwise responsible for errors or omissions in scanned images or for limitations in how they appear on your viewing device.

If you request forwarding, you are responsible for ensuring that your forwarding address is accurate and deliverable. No Service Provider is liable for delays, losses, or misdeliveries caused by incorrect addressing, postal carriers, or customs authorities. Once the mail leaves the Operator’s possession and is handed to a carrier, responsibility for that item transfers to the carrier. Forwarding fees and postage are charged at the current rates displayed in your account, and all forwarding requests must be prepaid.

Instructions are processed as soon as reasonably practicable, normally on the same or next business day. An instruction submitted near closing or outside business hours may be deferred to the next business day. Processing times may vary during holidays, system maintenance, or carrier disruptions, and displayed timelines are targets rather than guarantees unless expressly identified as a guarantee.

Operator reserves the right to refuse or postpone scanning or forwarding any item that appears damaged, improperly sealed, or potentially unsafe to handle. In such cases, the Operator may contact you for alternative instructions. The Service Providers do not verify, interpret, or endorse the content of your mail and are not responsible for decisions or actions you take based on scanned information.

If you do not provide handling instructions for a mail item within thirty (30) days from the date it first appears in your account, the item will be handled in accordance with “Mail Storage, Retention, and Disposal” below.

Mail Forwarding

You may request that your mail be forwarded to another address through your account. Each forwarding request must specify a destination address and will be processed in the order received. It is your responsibility to ensure that the forwarding address provided is accurate and suitable to receive mail. The Service Providers will not verify the destination address or take responsibility for mail sent to an incorrect or incomplete address provided by you.

Each forwarding request includes a processing fee in addition to the actual carrier postage. The applicable fees are displayed in your account at the time of request and must be prepaid before dispatch. Mailbox To Go may update these rates periodically to reflect carrier or operational cost changes. You may choose to consolidate multiple mail items into a single forwarding shipment to reduce postage and processing costs. Consolidation must be requested through your account before forwarding. Once items are packaged and dispatched, consolidation requests cannot be changed or reversed.

You may request a forwarding quote for your mail items before submitting a forwarding request. A forwarding quote is prepared based on the information available at the time and is provided for your review. If you accept a forwarding quote, a forwarding request will be automatically created using the same details as the accepted quote, and you authorize Mailbox To Go to charge your payment method for the quoted amount when the forwarding request is processed. If you reject a forwarding quote, you will not be charged, and you may submit a new quote request or forwarding request for the same mail items, subject to these Terms. Forwarding quotes automatically expire after seven (7) days if no action is taken.

Preparing quotes requires operational resources, and access to quote requests may be limited or temporarily unavailable when quotes are frequently rejected or allowed to expire. Any such limitations reset automatically in accordance with the Service’s usage policies. You may continue to submit forwarding requests directly at any time.

Once a mail item leaves the Operator’s possession and is handed to a carrier such as Canada Post, UPS, FedEx, or another courier, the Operator’s responsibility for that item ends. Any loss, delay, or damage occurring after that point is the responsibility of the carrier. Mailbox To Go does not provide or arrange insurance coverage for forwarded items unless expressly stated otherwise in writing.

If international forwarding is offered, all duties, taxes, and customs declarations are the responsibility of the recipient. Mailbox To Go has no control over customs inspections, delays, or additional charges that may be imposed by authorities in the destination country. Mailbox To Go may decline or cancel forwarding requests to destinations subject to carrier restrictions, sanctions, or elevated security risk. If a forwarded item is delayed, seized, or returned by customs or a carrier, you remain responsible for all related costs, and Mailbox To Go has no further obligation regarding that item.

If forwarded mail is returned to the Operator as undeliverable, it will appear again in your account for further instruction. Returned items are treated as newly received mail and are subject to the same storage and handling timelines as other items. Additional postage or processing fees may apply if you request re-forwarding. Mailbox To Go may decline or cancel forwarding to destinations deemed high-risk, restricted, or subject to carrier, customs, or legal limitations, at our sole discretion.

Mail Storage, Retention, and Disposal

All received mail and packages are stored securely for up to thirty (30) days from the date the item first appears in your account. During this period, and while your account remains active, you may instruct the Service Providers to scan, forward, request pickup where enabled, recycle, or shred the item through your account. A recycling or shredding request you submit is accepted and queued as a handling instruction, in accordance with “Mail Scanning and Customer Instructions” above. Physical destruction of the item then occurs as part of the Operator’s ordinary scheduled destruction process, subject to the timing described later in this section; once physical destruction is completed, the item and its contents are permanently destroyed and cannot be recovered, and the action cannot be reversed or undone.

Once this thirty (30) day period ends, your right to issue further handling instructions, request pickup, request forwarding, or otherwise recover the item ends, whether the item is unhandled, unclaimed, undeliverable, or returned, or your subscription has been cancelled, terminated, suspended, or otherwise becomes inactive beyond any applicable grace period, including the seven (7) day grace period for a failed payment or expired subscription described under “Suspension of Service” below; that grace period does not extend the thirty (30) day availability period applicable to any item. The Operator will then securely shred, recycle, or otherwise dispose of the item as part of its ordinary scheduled destruction process, with personal or confidential contents securely destroyed.

This physical disposal may not occur immediately once the applicable trigger occurs, whether that is your recycling or shredding request, or the expiry of the thirty (30) day period described above. However, it will occur no later than sixty (60) days after the applicable trigger, or at the Operator’s next scheduled destruction cycle, whichever is sooner. Notwithstanding this outer limit, an item may be retained for longer only where required or permitted by law, subject to a legal hold or other legal process, or reasonably necessary to preserve evidence, investigate an incident, or resolve a dispute or claim. Any item retained for one of these purposes will remain subject to appropriate safeguards and will be securely disposed of once the applicable retention purpose ends.

If your subscription becomes inactive before the standard thirty (30) day period has elapsed, the Operator may, after any applicable grace period described in these Terms has expired, dispose of the item earlier at its discretion, subject to the ordinary outer limit and extended-retention exception described in this section. Until disposal is completed, the item remains subject to appropriate safeguards, but its continued temporary presence does not extend the thirty (30) day period, does not entitle you to cancel or reverse a pending recycling or shredding request, and does not create any right to recover the item, issue further instructions for it, or have it forwarded or stored beyond the retention period described in this section, except as set out below.

In rare cases, if you contact us before disposal has occurred and the item is confirmed to still be physically present, the Operator may, in its sole discretion, agree to an exception permitting further instructions, recovery, forwarding, storage, or release of the item. Such exceptions are not guaranteed, are granted solely at the Operator’s discretion and any possible applicable fees, and are only possible where the item has not yet been disposed of. Where an exception is granted, the item will be reassigned to your account as a new item, allowing you to submit further instructions as you normally would.

Such disposal, whenever it occurs in accordance with this section, is deemed final and releases the Service Providers from all responsibility for that item. Storage beyond the standard retention period described in this section is not available unless otherwise stated in your account or permitted under this section.

Digital scans of your mail, when created at your request, remain in your account for as long as your subscription is active, and may be retained by us for as long as reasonably necessary to provide the Services, fulfill your instructions, and meet our security, legal, tax, audit, fraud-prevention, insurance, and other legitimate business-record obligations, in accordance with our Privacy Policy. You may delete digital copies you have access to at any time. Closing your account does not require deletion of a record that we must or may lawfully retain for one of these limited purposes; any information retained on that basis remains subject to appropriate safeguards and is securely deleted, destroyed, or anonymized once the retention purpose ends.

All physical mail and digital files are stored in secure facilities with controlled access. Shredded materials are destroyed using cross-cut or equivalent methods to ensure privacy and compliance with applicable Canadian privacy standards.

Billing and Payments

Mailbox To Go operates on a prepaid subscription basis for mailbox subscriptions. Subscription fees must be paid in advance according to the plan selected during signup. Fees for additional Services are charged at the time specified in these Terms or disclosed in your account before the applicable Service is confirmed. Subscriptions renew automatically at the end of each billing cycle (monthly or annual) unless cancelled through your account before the renewal date.

Each subscription plan includes defined limits for the number of incoming mail items, which include accepted packages where the Package Acceptance Feature is active for your location, and page scans, as described on our website and in your account dashboard. If your usage exceeds these limits, additional fees will apply at the current rates displayed in your account. You may upgrade to a higher plan at any time to avoid overage charges. Upgrades take effect immediately upon payment and increase usage limits according to the new plan.

You authorize Mailbox To Go to charge your selected payment method for all applicable fees, including subscription renewals and any additional service charges such as forwarding, extra scans, packages, or pickups. You are responsible for maintaining accurate and up-to-date billing information at all times. If a payment attempt fails, your account may be suspended until payment is successfully processed.

Certain actions, including but not limited to mail forwarding, package storage, and pickups, may incur additional fees. All applicable fees are displayed in your account before confirmation. Except for pickup fees, which are charged on the scheduled pickup date in accordance with “In-Person Pickups and Scheduling” above, additional Service fees are payable in advance. Rates may be updated periodically to reflect changes in carrier costs or operational expenses.

Mailbox To Go offers a seven (7) day money-back guarantee for first-time subscriptions only. You qualify for a full refund if you cancel within seven (7) days of your initial purchase and no physical mail item has been accepted for any recipient under your mailbox. Completing verification, adding or verifying permitted recipients, or viewing your account does not by itself disqualify you from the refund. Refunds are not available after the first seven (7) days, or for renewals, partial periods, unused time, or accounts with mail already accepted or in storage. Fees for forwarding, postage, processing, scanning, packages, pickups, or verification are non-refundable once incurred.

Any non-waivable statutory cancellation or refund right applies in addition to this guarantee. Depending on your province of residence, applicable consumer protection legislation, including the Consumer Protection Act, 2002 (Ontario), may give you an extended right to cancel this agreement if we fail to meet applicable disclosure or contract-delivery requirements. These statutory rights, where applicable, apply in addition to, and are not limited by, the money-back guarantee described above.

All prices are listed in Canadian dollars (CAD) and may be subject to applicable taxes, including HST or other provincial sales taxes. Taxes are calculated at checkout based on your billing address.

The Operator assigned to your mailbox location sets, and may adjust, the subscription plan price for that location. All other charges under these Terms, including overage fees for extra mail items or page scans, forwarding handling fees, package storage fees, and pickup fees, are set by Mailbox To Go on a platform-wide basis and apply uniformly regardless of Operator; no Operator may set, alter, or waive these fees. Mailbox To Go administers billing and collects and processes all charges through the platform, but does not itself set the subscription plan price.

A subscription plan price adjustment made by the Operator takes effect immediately for new subscribers. If you are already subscribed to the affected plan at the time of the adjustment, your existing subscription price will continue to apply for a minimum period selected by the Operator, which will be at least two (2) years from the date of the adjustment and may be indefinite. If the Operator later elects to transition existing Renters to then-current pricing once that minimum period has elapsed, you will be notified in advance as described in the “Changes to These Terms and the Services” section below, and the pricing that takes effect will be whatever subscription pricing is then in effect for your plan.

If payment cannot be processed or an outstanding balance remains unpaid, we may suspend access to your account and Services until payment is received in full. During suspension, new mail may be refused or held without processing. The Service Providers are not responsible for delays, loss, or returned mail resulting from non-payment or account inactivity. Suspension or temporary loss of access does not pause or extend your subscription term. Regular billing continues until your account is formally cancelled in accordance with these Terms.

If any payment remains outstanding beyond its due date, Mailbox To Go may charge a late payment fee or recover reasonable costs associated with collection, including third-party fees. Any chargebacks or payment disputes found to be unfounded may result in suspension or permanent termination of the account without refund.

Account Security and Activity

Your account is the primary means through which you manage the Services. Subject to any additional identification, verification, confirmation, or payment authorization expressly required by these Terms, Mailbox To Go and the Operator may each, within its own role, treat any instruction, request, selection, confirmation, or change submitted through your authenticated account as authorized by you and may rely on it in good faith without separately confirming it with you. This includes, without limitation, adding, archiving, or changing Recipients or authorized pickup persons; changing contact information, forwarding addresses, or other account details; requesting opening and scanning, forwarding, pickup, recycling, shredding, or other mail handling; changing subscription or Service settings; purchasing additional Services; updating billing or payment information; and requesting cancellation, reactivation, or another account action.

You acknowledge that account activity may be acted upon promptly and that certain actions, including opening, scanning, forwarding, release for pickup, recycling, and shredding, may be impossible to reverse once completed. An instruction or change remains effective unless and until it is changed or cancelled through the available account controls, or you notify Mailbox To Go and the Service Providers have had a reasonable opportunity to act. Regaining access to an account does not by itself notify Mailbox To Go of a compromise, cancel prior account activity, or reverse any instruction, transaction, or account change.

Consistent with your obligations under the General Terms and Conditions, you are responsible for maintaining the confidentiality and security of your login credentials and any device through which your account may be accessed. You must promptly notify Mailbox To Go if you know or reasonably suspect that your account, credentials, or device has been compromised. After regaining access following a known or suspected compromise, you are responsible for promptly reviewing and correcting your Recipients, authorized pickup persons, mail instructions, forwarding addresses, contact information, subscription and billing settings, and other account activity, and for notifying Mailbox To Go of any unauthorized or irreversible action that cannot be corrected through your account.

Where another person gains access because you shared your credentials, failed to secure your credentials, account, or device, or otherwise failed to comply with your account-security obligations under the General Terms and Conditions, you are responsible for the resulting account activity and its consequences. To the fullest extent permitted by law, no Service Provider will be liable for acting in good faith on activity submitted through your authenticated account before Mailbox To Go receives notice of the compromise and the Service Providers have had a reasonable opportunity to restrict the account and prevent or stop the affected action.

The protection provided to a Service Provider under this section does not apply to the extent the unauthorized access, account activity, or resulting loss was caused by that Service Provider’s own breach of these Terms, negligence, security failure, or intentional misconduct. Nothing in this section excludes or limits any statutory consumer, privacy, payment, or other right or liability that cannot lawfully be excluded or limited.

Prohibited Uses

Mailbox To Go and its Services may only be used for lawful purposes. You may not use your assigned mailbox, mailing address, or any related feature in a manner that violates any applicable law, regulation, or postal rule, including, but not limited to, applicable postal, privacy, consumer-protection, sanctions, or export-control laws.

Mailbox To Go does not offer the Services to individuals who reside or are domiciled in Québec, or to legal persons, businesses, organizations, or other entities whose head office or establishment is located in Québec. By subscribing to, renewing, reactivating, or using the Services, you represent and warrant that you do not fall within any of those categories. You may not circumvent any geographic eligibility restriction or provide false or misleading information concerning your residence, domicile, head office, establishment, or other location information to obtain or continue using the Services.

You represent that you are not identified on any applicable Canadian or other sanctions or restricted-party list, and that you are not owned or controlled by, or acting on behalf of, any person so identified. You will not use the Services to send or receive mail in connection with any activity, payment, or transaction prohibited under applicable Canadian sanctions or export-control law.

You may not use the Services to engage in or assist with any unlawful, fraudulent, deceptive, or misleading conduct. This includes, but is not limited to, identity theft, mail fraud, receiving or concealing proceeds of crime, or sending or receiving materials prohibited under Canadian law.

You may not use the assigned address to misrepresent your identity, imply physical occupancy at the assigned location, or register a false or misleading business name. Business names listed under your mailbox must be legally registered and verified in accordance with our requirements. This verification confirms that the business name provided appears on a business registration, incorporation, or similar government-issued document; it is not a determination that the registration, its listed addresses, directors, officers, or shareholders, or any other information it contains, satisfies the requirements of any registrar, government authority, financial institution, or other third party.

You may not receive mail on behalf of unverified individuals, organizations, or entities not approved under your account. Mail addressed to such recipients will be returned to the sender.

You may not send, store, or request handling of mail containing controlled substances, weapons, hazardous materials, obscene content, or any material that could violate Canadian laws or postal regulations.

You may not attempt to interfere with or disrupt the operation of Mailbox To Go, access other users’ accounts, or use automated means to access or collect information from our platform.

Any use of the Services in violation of these Terms may result in immediate suspension or termination of your mailbox without notice. Mailbox To Go may also investigate suspected violations and cooperate with law enforcement or regulatory authorities and disclose relevant information if required by law.

If you use, or attempt to use, your assigned address in a manner not permitted under these Terms, Mailbox To Go may, in addition to any other remedy available under these Terms, charge a fee of fifty Canadian dollars (CAD $50) for a first violation and one hundred Canadian dollars (CAD $100) for each subsequent violation, as reasonable compensation for the administrative burden of addressing the misuse, without prejudice to Mailbox To Go’s right to suspend or terminate your account for the same conduct.

Service Continuity and Location Changes

Mailbox To Go may change the Operator servicing your mailbox, or transfer your mailbox service, physical mail, and necessary account information to another approved location or secure temporary arrangement, where reasonably required by a location closure, emergency, safety or security issue, loss of location access, operator termination, legal requirement, or other material service-continuity risk. Where Mailbox To Go becomes aware that an Operator is unable, or is reasonably likely to become unable, to continue servicing your mailbox location, Mailbox To Go will act promptly to arrange for the continued handling of your mail, which may include transferring your mailbox service to another approved Operator or location under this section. The Service Providers will use reasonable safeguards and chain-of-custody procedures. Where Mailbox To Go receives notice or otherwise becomes aware of a planned closure at least thirty (30) days in advance, Mailbox To Go will notify affected Renters as soon as reasonably practicable and, in any event, at least thirty (30) days before the scheduled closure date. If a location closes unexpectedly, Mailbox To Go receives less than thirty (30) days’ advance notice, or thirty (30) days’ advance notice is not reasonably possible because of an emergency, fire, natural disaster, sudden loss of access, Operator incapacity, insolvency, abandonment, government or landlord action, safety or security event, or another circumstance outside Mailbox To Go’s reasonable control, Mailbox To Go may act on shorter notice or immediately and will notify affected Renters as soon as reasonably practicable after becoming aware of the circumstances. A shorter notice period, or the absence of advance notice, in those circumstances will not constitute a breach of these Terms.

If your assigned mailing address changes as a result, you remain responsible for updating senders and any public or private records after notice. Mailbox To Go and the former Operator may provide limited transition handling for mail sent to a former address, but uninterrupted receipt is not guaranteed. A transfer that preserves materially equivalent prepaid Services does not by itself create a refund right; however, if Mailbox To Go terminates your prepaid subscription without cause and does not offer a materially equivalent continuation, we will refund the unused prepaid subscription portion, subject to any amounts lawfully due to us.

Suspension of Service

Mailbox To Go may suspend or restrict your access to the Services, with or without notice, if: a payment is overdue or cannot be processed; your verification is incomplete or no longer reliable; we have reasonable grounds to believe your account is being used for fraudulent, unlawful, or misleading purposes or poses a safety or security risk; you violate any provision of these Terms; or action is reasonably required by law, a carrier, or an authority. We will give notice where practicable and lawful, and may act immediately where needed to contain risk.

During any suspension, new mail may be refused, held without processing, or delayed at the Operator’s discretion until the issue is resolved. Previously received mail, scans, and account data remain protected but inaccessible to you, subject to the storage, retention, and disposal rules in these Terms. Normal billing continues during suspension unless the account is formally terminated. If your payment method fails or your subscription expires, you will have a seven (7) day grace period from the date of the resulting suspension or expiry, as applicable, to reactivate your mailbox, including by updating your payment information where required. This grace period does not extend the thirty (30) day availability period applicable to any individual physical mail item or package. If your mailbox is reactivated within the grace period, access to the existing mailbox and any mail, scans, and mailbox data that remain available under these Terms will be restored. If it is not reactivated within the grace period, your account will be terminated and any later subscription or reactivation will not restore the former mailbox or your access to its associated mail, scans, or mailbox data.

You may cancel your subscription at any time through your account dashboard. Cancellation stops future renewals but does not entitle you to a refund for the current billing period. Upon cancellation, you remain responsible for all outstanding fees and any costs related to mail still held in your account. You will continue to have full access to your mailbox and all Services until the current subscription billing period expires, at which point your subscription ends.

We may also terminate your account directly at any time, with or without cause, by providing notice by email where practicable. Immediate termination may occur in cases of fraud, non-payment, abuse, safety or security risk, or violation of these Terms. If we terminate without cause and do not offer a materially equivalent continuation of Service, we will refund the unused prepaid portion of your subscription, subject to any amounts lawfully due to us.

Once your subscription ends, whether through cancellation, termination, or an unresolved payment suspension, your account access ends and mail will no longer be processed or scanned. Physical mail and packages already in the Operator’s possession continue to be governed by the retention and disposal rules in “Mail Storage, Retention, and Disposal” above. No Service Provider is responsible for mail received or attempted to be delivered after your account has been terminated.

As a private virtual mailbox provider, no Service Provider can process Canada Post change-of-address requests on your behalf. You are solely responsible for notifying your contacts, vendors, and correspondents of your new address after termination.

Upon termination or cancellation of your account for any reason, you must immediately cease using the assigned address and remove it from anywhere you have used it. If you continue to use the assigned address after your account has ended, Mailbox To Go may charge you a monthly fee, at the rate then in effect for your former subscription plan, as reasonable compensation for the continued unauthorized use — separate from and in addition to the fee described under “Prohibited Uses” above, which applies only while your account is active — in addition to recovering any documented costs Mailbox To Go incurs in deregistering or removing the address from your records, and without limiting any other remedy available to Mailbox To Go.

You may request reactivation of your account by contacting our support team. Reactivation is subject to the Operator’s approval and verification, consistent with the process described under “Mailbox Activation and Verification” above (including Mailbox To Go’s override authority), and payment of any outstanding balance or reactivation fee, if applicable. Reactivated accounts may be assigned a new mailbox number or address.

Limitation of Liability

Mailbox To Go does not control senders, postal carriers, couriers, customs authorities, internet providers, or other independent third parties. Physical responsibility for a mail item begins when the Operator physically accepts it and ends when it is transferred to the carrier selected for forwarding, released through an authorized pickup, returned, or lawfully destroyed or disposed of. No Service Provider is responsible for loss, delay, damage, seizure, return, or misdelivery occurring outside that custody period, except to the extent caused by the Operator’s own selection of, or instructions to, a carrier, where responsibility cannot lawfully be excluded.

The Services are not a declared-value, insured-storage, legal-deadline-monitoring, or records-preservation service. Do not use your assigned address for irreplaceable originals, exceptionally valuable items, or correspondence requiring guaranteed personal delivery unless an applicable feature expressly states otherwise. Optional carrier insurance applies only if offered, selected, and paid for.

To the fullest extent permitted by law, no Service Provider shall be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, or for any loss of profits, revenues, opportunity, goodwill, or other intangible losses, whether arising in contract, tort (including negligence), equity, or otherwise.

Mailbox To Go is responsible only for matters within its own role as platform operator (including billing, account administration, and the platform-wide policies described in these Terms) and is not liable for the acts, omissions, or negligence of an independent Operator in physically receiving, handling, storing, scanning, forwarding, or disposing of mail, or in accessing, using, or disclosing identification and verification documents, account and recipient information, forwarding addresses, or other customer information made available to it in providing the Services. Where Mailbox To Go itself is acting as the Operator for a given location, it does not become liable, in its platform capacity, for its own conduct in that separate Operator capacity merely because the two roles are held by the same legal entity; rather, its liability for that Operator-role conduct exists on the same basis as any other Operator’s liability, subject to the combined cap described below. The Operator is responsible for matters within its own role as physical custodian and handler of your mail, and as recipient of identification and verification documents, account and recipient information, forwarding addresses, and other customer information made available to it in providing the Services, and is not liable for Mailbox To Go’s platform-level acts or omissions.

Mailbox To Go’s aggregate monetary liability arising out of or in connection with a Renter’s use of the Services during any three-month period, for matters within its own role, shall not exceed the greater of one hundred Canadian dollars (CAD $100) or the platform-level portion of fees retained by Mailbox To Go from that Renter during the three (3) months immediately preceding the event giving rise to the claim. The Operator’s aggregate monetary liability for matters within its own role, during any three-month period, shall not exceed the greater of one hundred Canadian dollars (CAD $100) or the total subscription and service fees paid by that Renter during the three (3) months immediately preceding the event giving rise to the claim. Where Mailbox To Go is itself acting as the Operator for a Renter’s mailbox location, these two caps do not stack: a single aggregate cap applies to Mailbox To Go’s combined liability in both roles, equal to the greater of one hundred Canadian dollars (CAD $100) or the total subscription and service fees paid by that Renter during the three (3) months immediately preceding the event giving rise to the claim.

Except where Mailbox To Go is acting as its own Operator as described above, these exclusions and limits apply separately to Mailbox To Go and to the Operator and do not create a shared or combined limit between them; a claim against one does not reduce or exhaust the limit available against the other. They do not exclude an applicable statutory warranty, consumer remedy, privacy obligation, intentional misconduct liability, or other liability that cannot lawfully be excluded or limited. Some jurisdictions do not allow certain limitations or exclusions of liability; in such cases, the limitations above apply to the maximum extent permitted by law. A refund, service credit, insurance recovery, indemnity payment, and damages award may not result in duplicate recovery for the same loss.

By using the Services, you release Mailbox To Go from claims arising from an independent Operator’s handling, storage, processing, or disposal of your mail, or from an independent Operator’s access to, use, or disclosure of identification and verification documents, account and recipient information, forwarding addresses, or other customer information made available to it in providing the Services, except to the extent caused by Mailbox To Go’s own acts or omissions in its platform capacity. Where Mailbox To Go itself is acting as the Operator for your location, this release does not apply to Mailbox To Go’s conduct in that capacity; liability for that conduct instead remains subject to the combined cap described above.

Third-Party Beneficiaries

The Operator assigned to your mailbox location is an intended third-party beneficiary of: (a) the limitations of liability, exclusions, and indemnification rights in these Terms that are expressed to apply to or benefit the Operator; and (b) the arbitration agreement and class-action waiver in the General Terms and Conditions’ Dispute Resolution section, which extends to disputes against the Operator as described there. The Operator may enforce these provisions directly against you as if it were a party to this agreement. Except as expressly stated in this section, no other person is a third-party beneficiary of these Terms.

Changes to These Terms and the Services

Mailbox To Go may propose prospective changes to these Terms or the ongoing Services, including plan features, usage limits, billing intervals, optional-feature rules, mail-acceptance requirements, handling and storage procedures, security requirements, and other service conditions.

Except for a transfer or other service-continuity action taken under “Service Continuity and Location Changes” below, a change that materially disadvantages you will be communicated at least thirty (30) days in advance. You may cancel before the effective date without a termination charge, in which case the existing terms continue to govern through the end of your then-current prepaid period and the subscription will not renew. A change will not retroactively alter an accrued right, completed transaction, accepted handling instruction, or amount already paid or earned.

Mailbox To Go may implement a shorter-notice or immediate protective measure where delay would be unreasonable because of law, carrier requirements, fraud, safety, privacy, or security risk. We will give notice as soon as practicable and will not use this exception merely to avoid the ordinary amendment process described above. Any longer notice period, affirmative-consent requirement, right to retain existing terms, cancellation right, refund right, or other non-waivable protection required by applicable law continues to apply.Renter Indemnification

To the extent permitted by law, you will indemnify the Service Providers, and Mailbox To Go’s affiliates, against any third-party claim, regulatory demand, fine, penalty, damage, or reasonable external legal cost arising from: your unlawful or fraudulent use of the Services; false or unauthorized recipient or business information you provide; prohibited or dangerous contents you caused or knowingly permitted to be sent to your address; infringement of another person’s rights; or your material breach of these Terms. This obligation does not apply to the extent the claim was caused by the indemnified party’s own breach, negligence, or intentional misconduct.

The indemnified party will give you reasonably prompt notice of any such claim, permit you to participate in its defence, and reasonably cooperate at your cost. You may not settle a claim in a way that admits wrongdoing by, imposes a non-monetary obligation on, or fails to fully release an indemnified party without that party’s written consent, not to be unreasonably withheld.

Contact Information

If you have any questions, concerns, or complaints regarding these Terms, we encourage you to contact us using the details below:

https://www.mailboxtogo.com/contact/
103-2727 Steeles Ave W, Toronto, ON, M3J3G9, Canada