These Mailbox Renter Terms and Conditions, 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.
Mailbox Activation and Verification
Before your mailbox becomes active, you must complete our identity verification process and provide the required documentation to confirm your 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 our 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. Mailbox To Go may request additional or replacement documentation at any time if information is incomplete, unclear, or inconsistent. 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. Mailbox To Go reserves the right to deny, suspend, or cancel mailbox activation if any submitted documentation is incomplete, inaccurate, fraudulent, or cannot be verified to our satisfaction.
Your mailbox is reserved for you immediately upon subscription, and billing begins at that time. However, the mailbox will not be considered active, and we 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, or otherwise use the assigned address until we confirm that verification is complete. Any use of the address before approval is strictly at your own risk and may violate 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. We reserve the right to decline or return mail addressed to unverified or unauthorized names.
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. 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 Mailbox To Go and its authorized personnel (“Mail Agents”) to receive, process, and handle mail on your behalf. This authorization includes the receipt, logging, scanning, forwarding, storage, and destruction of postal mail in accordance with your instructions and these Terms.
You appoint Mailbox To Go as your lawful agent for the limited purpose of receiving, signing for, and managing postal mail and courier deliveries addressed to you at your assigned mailbox address. This authorization extends to items that require a signature upon delivery, and you acknowledge that a signature provided by Mailbox To Go or its Mail Agents constitutes valid acceptance and delivery of such mail.
When mail addressed to you is received at our facility, the outside of the mail item is scanned and assigned to your digital mailbox. A notification email confirming receipt is then sent to the primary email address associated with your account. Once the mail scan has been created and assigned to your account, the mail item is considered delivered to you for all practical and legal purposes. The physical mail is then securely stored for up to thirty (30) days or until you provide further handling instructions (such as forward, recycle, or shred). During this period, Mailbox To Go retains custody of the mail item solely for processing according to your instructions or applicable storage rules.
Although notifications are sent promptly after mail is received, external carrier delays and postal schedules are beyond our control. If you expect urgent, legal, or time-sensitive correspondence, you should notify us in advance so that we can confirm its arrival and prioritize processing. We are not liable for delays caused by postal carriers, misaddressed mail, or your failure to review notifications in a timely manner.
Mailbox To Go is 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.
Your assigned address may only be used for lawful correspondence and business purposes. You may not use it for any illegal, misleading, or deceptive activity, or to imply that you physically occupy or conduct in-person business at our location. Mailbox To Go reserves the right to reject or return mail that appears to be associated with unlawful or fraudulent activity or that otherwise violates these Terms.
Mailbox To Go reserves the right to open and inspect any mail or delivery that appears damaged, unsafe, improperly sealed, or 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 Mailbox To Go will not be liable for any delays, damage, or loss arising from inspection, refusal, or lawful reporting of suspicious items.
Mailbox To Go operates solely as your digital mail agent and not as a government postal service or courier. We do not guarantee the delivery speed, completeness, or condition of mail sent by third-party carriers such as Canada Post, UPS, or FedEx. Our role ends once an item is recorded and visible in your account or released for forwarding in accordance with your instructions.
You may not use the assigned address to impersonate any person or entity, register misleading business names, or suggest physical occupancy at our location. If we become aware of misuse or misrepresentation, we 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 only. For security and logistical reasons, we do not accept parcels, boxes, or oversized packages. Any mail item exceeding the size or weight limits of large envelopes may be refused, returned to the sender, or securely discarded.
We 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.
We 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 or approved recipient will not be processed or delivered. Such mail will be marked as undeliverable and returned to the sender. Mailbox To Go will not open or inspect any mail that has not been assigned to an approved recipient within our system.
Our responsibility for each mail item begins when it is accepted into our possession and logged into your account. We are not liable for loss, delay, or damage to mail prior to our receipt, 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, we are deemed to have fulfilled our acceptance obligations. Ongoing custody of the physical item is governed by our standard storage and disposal policies.
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 we receive mail or deliveries that appear unsafe, illegal, or addressed to unidentifiable or unauthorized recipients, Mailbox To Go may refuse, quarantine, report, or securely destroy such items without prior notice. We are under no obligation to store, forward, or return prohibited or suspicious mail, and we will not be 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.
Mail Scanning and Customer Instructions
Each accepted mail item is first scanned on the outside and displayed in your digital mailbox. From there, you can issue handling instructions through your account — such as to open and scan, forward, recycle, or shred the item. Once we receive your instruction, we will process the item as requested in accordance with these Terms.
If you choose to have an envelope opened and its contents scanned, you expressly authorize Mailbox To Go and its authorized personnel to open the mail and create a digital copy for your viewing. The scanned contents will be made available within your account. Because scanned documents are digital reproductions of original mail, this action cannot be reversed once completed.
While we take reasonable precautions during scanning and processing, you acknowledge that human or technical error may occasionally result in incomplete or distorted scans, and Mailbox To Go shall not be liable for incidental disclosure, omission, or corruption of scanned data. Mailbox To Go is not 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. Mailbox To Go is not liable for delays, losses, or misdelivery caused by incorrect addressing, postal carriers, or customs authorities. Once the mail leaves our 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 submitted before the daily processing cut-off (as published on our website or within your account) are typically completed the same business day. Instructions received after the cut-off may be processed the next business day. Processing times may vary during holidays, system maintenance, or carrier disruptions.
Mailbox To Go 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, we may contact you for alternative instructions. We 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 appears in your account, Mailbox To Go may automatically and securely shred and recycle the item without further notice. Such disposal is considered final and releases Mailbox To Go from any responsibility or liability related to that item.
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. Mailbox To Go 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.
Once a mail item leaves our possession and is handed to a carrier such as Canada Post, UPS, FedEx, or another courier, Mailbox To Go’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 us as undeliverable, it will appear again in your account for further instruction. Returned items are treated as newly received mail and 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 is stored securely for up to thirty (30) days from the date of receipt. During this period, you may instruct us to scan, forward, recycle, or shred the item through your account. Mail unhandled, unclaimed, undeliverable, or returned after thirty (30) days is automatically shredded and recycled in a secure manner without further notice or liability. Such disposal is deemed final and releases Mailbox To Go from all responsibility for that item. Storage beyond the standard retention period is not available unless otherwise stated in your account.
You may request recycling or shredding of any item at any time through your account. Once recycled or shredded, the item and its contents are permanently destroyed and cannot be recovered. Shredding actions cannot be reversed or undone.
If your subscription is cancelled, suspended, or expires, any remaining mail in our possession will be handled according to the termination provisions of these Terms. We will not forward or store mail beyond the final retention period unless expressly permitted in writing and prepaid in advance.
Digital scans of your mail, when created at your request, remain accessible in your account for as long as your subscription is active. You may delete digital copies at any time. Upon account closure, all digital copies, metadata, and related information are permanently deleted from our systems in accordance with our data retention policy.
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. All Services, including mailbox rental and related features, must be paid in advance according to the plan selected during signup. 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, page scans, etc, 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, etc. 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, may incur additional fees. All such fees are displayed in your account before confirmation and 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. If you decide to cancel within seven (7) days of your initial purchase and have not used the Service (for example, no mail has been received, scanned, or forwarded), you are eligible for a full refund of your subscription fee. Refunds are not available after the first seven (7) days or for renewals, partial periods, unused time, or cancelled accounts with active mail in storage. Fees for forwarding, postage, processing, scanning, or verification are non-refundable once incurred.
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.
Mailbox To Go reserves the right to adjust plan prices, additional service fees, or billing intervals at any time. Any changes will take effect on the next renewal date and will be communicated in advance through your account or by email. Your continued use of the Service after such notice constitutes acceptance of the new pricing.
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. We 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.
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.
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 our 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.
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 cooperate with law enforcement or regulatory authorities and disclose relevant information if required by law.
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, we have reasonable grounds to believe your account is being used for fraudulent, unlawful, or misleading purposes, or you violate any provision of these Terms.
If your payment method fails, you will have a three (3) day grace period to update your payment information and reactivate your mailbox. During this time, your mail and account data will remain accessible. After the grace period, if payment has not been received, your mailbox and related digital records may be permanently deleted, and reactivation will require full re-verification as a new account.
During a suspension period, new mail may be refused, held without processing, or delayed until the issue is resolved. Normal billing continues during suspension unless the account is formally terminated.
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.
We may terminate your account at any time, with or without cause, by providing notice by email. Immediate termination may occur in cases of fraud, non-payment, abuse, or violation of these Terms.
Once your subscription ends, mail will no longer be processed or scanned. Physical mail already in our possession will be stored for up to three (3) days from the termination date, after which it will be securely shredded if no forwarding or other paid arrangement has been made. We are not responsible for mail received or attempted to be delivered after your account has been terminated.
As a private virtual mailbox provider, Mailbox To Go cannot process Canada Post change-of-address requests on your behalf. You are solely responsible for notifying your contacts, service providers, and correspondents of your new address after termination.
You may request reactivation of a terminated account by contacting our support team. Reactivation is subject to our approval, verification, and payment of any outstanding balance or reactivation fee, if applicable. Reactivated accounts may be assigned a new mailbox number or address.
Contacting us
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
This document was last updated on October 17th, 2025