Healthy and clean

workspaces.
What are we doing to provide clean, safe and functional
work environments?
• Frequent touchpoint and high traffic areas cleaned
• Disinfection of common spaces such as kitchens, restrooms, coffee and copy areas
• Hand sanitiser conveniently located at reception
• Sanitary wipes available throughout the centre
• High-speed dishwashers and detergent for optimal cleaning of dishware
• Implementation of physical distancing principles and adapting them for the workplace
• Clear and visible signage to help promote individuals move safely through our centres
• Following WHO guidelines for a safe workplace

How can you help?

To ensure that we can keep our centres clean throughout the day, we kindly ask that you bring
your used cups and plates to the kitchen and put them in the dishwasher to ensure limited
surface contacts. We appreciate your effort.

We will help to collect and sanitise dishware for your daily use.

Your office
Feel free to apply these guidelines, or complement what we are doing around the centre, in your
own office space that fits in with your company’s policy for safe working. We are also here to
help and advise you on your available options if you wish to revise your own physical distancing
in your office.

Let’s ensure that by working together we can create a clean, healthy and safe environment to
work in every day,

Need more help?

Contact your Community Team, they are there to help
Activation Fees
What are activation fees?
To set you up in your new Office or Virtual Office, there are a number of administrative tasks we
need to do to ensure you start your service perfectly and have access to both your centre and
online account.
Though this fee is standard in the marketplace, we have ensured we are priced competitively
for the advanced offering we provide.
The fee includes setting up your online account, providing you with a free Lounge Membership
to access our network of lounges worldwide, standard IT set-up, keys and building access,
making sure all your equipment is ready and preparing your workspace. For VO customers, this
also includes setting up Mail Handling and Call Answering services.

Why have Activation Fees been added to my monthly invoice?

There are a few reasons why this might be. If you have increased the number of team members
using your Office, have changed product or moved to another centre, this will mean we need to
set up your new team members or your company at the new location or for the new product.
We take pride in being flexible for you to move offices or locations to suit your needs, and our
set up services mean that there is little disruption to your business if you choose to do so.

How much is the fee?

For Office customers, the fee is based on the number of team members using your Office.
Therefore, please inform the Community Team when you remove or add team members in
your Office, so that we ensure the correct fees are charged.
With Virtual Office customers, the fee applies per location.
If you feel the charge you have received is incorrect, please bring it to the Community Team’s
attention as soon as possible so we can investigate for you.

I haven’t been charged this fee before, why am I being charged now?
We have invested significantly into improving our services to make your experience easier and
more efficient than ever, including access to your online account which allows you to self-serve
at your convenience for many account requests. The Activation Fees reflect these efforts, as
we continually strive to ensure you are able to have a great day at work, every day.

Need more help?

Contact your Community Team, they are there to help
Your Complimentary
Lounge Membership
All Office/Reserved Coworking occupants and Virtual Office/Virtual Office Plus primary contacts receive
a complimentary Lounge Membership as an added benefit. As a member, you join a thriving, collaborative
community of like-minded professionals in over 3,000 locations, with opportunities to make new
connections wherever your business takes you.

What does my complimentary Lounge Membership include?

You have unlimited access to any IWG centre with a Business Lounge, allowing you to benefit
from our different brands according to your preferences (e.g. Regus, HQ, Signature).
During your lounge visit, you will have access to a professional environment during business
hours, including free WiFi.
Other ad hoc services, such as administrative support, printing, etc., can be purchased on
the day and paid upon checkout with a payment card on file. Just speak to a member of the
Community Team at reception if you have any requirements and they will be happy to provide
information and pricing.

Where can I use my complimentary Lounge Membership?

Use it at any IWG location outside of your home centre, with lounges in every major town, city
or transport hub worldwide.
Simply search for locations via your online account, under ‘Find workspace’ on the home page.
To view all centres with a Business Lounge, type in your location and search, click ‘Filter’ then
select ‘Business Lounge’ and ‘Apply’.

How do I access lounges?

Just drop in to a location of your choice, go to reception and present your valid Membership
number upon arrival. Your Membership number can be found in your online account in ‘Quick
Access’ in the ‘Membership’ section. Please note, this account number is different from your
Office, Reserved Coworking or Virtual Office account.
The Community Team will check you in and show you to the lounge.

Can I bring guests?

Your complimentary Lounge Membership includes one free guest.
We are happy to accommodate further guests, subject to availability, at our standard day pass
rates. Just speak to your Community Team for more information.

Need more help?

Contact your Community Team, they are there to help
Payment queries.
When is my invoice due?
Your due date is conveniently shown at the top right-hand corner of every invoice. You will have
the same payment due date each month.

What payment methods can I use to pay my invoice?

We offer a variety of payment methods.
• Automatic Card or Direct Debit / ACH payment: This is the preferred method of most of
our customers. You can either add a credit card or your bank information to your account and
we will conveniently pull your payment each month for you. This ensures you never incur a
late fee or need to worry about when your invoice is due.
• One-time Credit Card Payment: You can add your card to your online account and then login
each month to make your payments with the card you have on file.
• Bank/Wire Transfer: You can send an electronic payment to the address that is noted on
your invoice on the “How to Pay” page. It is very important that you include your account
number as the reference when making the payment so that there is no delay with us being
able to apply it to your account. Also note that banks take time to send and receive payments
so please allow enough time for your payment to be posted.

I want to change my method of payment- how do I do this?

Changing your payment method is easy. Simply log into your online account, click on the
“Account” tab, then select “Billing and payments” and go to “Manage payment method”.

How can I see my full payment history?

You simply log onto your online account and click on the “Account” tab, select “Billing and
payments” and go to “Invoices and transactions”. This will display 6 months of invoices,
payments and credits on your account. If you would like to see more historic information you
just update the calendar at the top of the page to the date range you are looking for.

I made a payment, but it is not showing on my account

You should contact us immediately, so we can assist you. You can help us by having a copy
of your proof of payment available for your Community Team, so they can quickly get your
payment applied to your account.

Need more help?

Contact your Community Team, they are there to help
Late fees.
Overview
If we do not receive payment by the due date noted on your invoice, we assess fees which we
incur in administrating your overdue account.
We obviously would not like to charge these fees, so anything we can do to assist you with your
payment please let us know as soon as possible.

How do I avoid late fees?

To avoid late fees please be sure you allow enough time for your payment to be processed or you
can sign up for auto-payment and we will conveniently pull your payment on the due date for you.
For more information, speak to your Community Team and they can help you.

What if I paid on time, how do I get the late fees removed?

If you have paid on time, simply provide a copy of proof of payment to your Community Team
and they will ensure the late fees are removed.

Need more help?

Contact your Community Team, they are there to help
Coffee / tea service.
As 95% of our customers drink coffee or tea we know it is important to ensure you have that beverage at
your fingertips when you need it most for you, your employees and your guests. For convenience, to ensure
you can start using the service on your first day, we add this service on to your account, but it can always
be opted out if not required. The service includes more than just high-quality coffee and tea it also includes
cutlery, cups, glasses, milk/creamer and sugar.

What is the price of this service?

The price is around a dollar a day per person.
Because the cost is split amongst all the customers in your centre, we can keep the price very
low. We provide the convenience of getting your coffee/tea with a short walk down the hall,
instead of having to leave the building and walk/drive to the closest coffee shop. This will save
you from wasting valuable time for a costlier alternative.
For pricing in your centre, simply speak with your Community Team.

Do I have to pay for all of my employees or can I pay for some of them?
Because we have no way of knowing which one of your employees are paying for the service,
we need to charge for every occupant you have in your office(s). The monthly price will still be
cheaper than if only some of the employees drank the coffee/tea and purchased it at a local
coffee shop. Plus remember, your visitors also get the coffee/tea at no cost as it is included in
the monthly price you are paying.

What if I do not drink coffee or tea? (nor do any of my employees)

If you, your employees or any of your visitors will not be drinking coffee or tea, you can
absolutely opt out of this service. Just login to your online account and go to the “Account”
tab, then “Products and services” and you will see the “Workspaces and services” section. Click
“Services” to view the Unlimited Coffee/Tea service(s) that are added to your account and
choose “Remove Service”.
This will ensure the service is removed for the current month and subsequent months.

Can I change my mind later on?

Absolutely, whether you want to opt back in or opt out, you can do so on your online account in
the “Workspaces and services” section.

Need more help?

Contact your Community Team, they are there to help
Meeting Rooms.
With your Office, Reserved Coworking or Virtual Office, you will receive 10% off Meeting Rooms booked
through your online account, available in every major city in the world, so you can host a professional meeting
wherever you need to be. Impress clients with a memorable workshop, or deliver a winning pitch in our
fully-serviced venues. Our dedicated reception team will be on hand to ensure your meeting runs smoothly.

How do I book a meeting room?

Booking couldn’t be easier, just log in to your online account and go to ‘Book a Meeting Room’
on the Home page. Book on demand by the hour, so you don’t pay for more time than you need.
Bookings in your home centre will be added to your monthly invoice, and for bookings outside
of your home centre an invoice will be due upon check out.
If your booking is outside of our business hours, it will be subject to confirmation and an
after-hours rate may be applied.
Should you need to amend your booking, feel free to do so using your online account under
‘Upcoming Bookings’ on the Home page.

What is included in the meeting room?

All our meeting rooms are equipped with presentation equipment, business-grade conference
phone technology and high-speed internet, with a professional reception team to greet your
guests and ensure you have everything you need.
Whether you are running a training session, a boardroom meeting, interviews or an event,
furniture can be organised according to your requirements. Just select your preferred room
configuration when making your booking

What if I want to book additional services for my meeting?

When you make your booking, you can choose to add catering, tea and coffee and any
presentation equipment you may need.
If you decide this later, you can add it to your booking up to 24 hours in advance. Just go to your
booking in your online account to make changes, or on the day you can order catering directly
from your favourite vendor and we will help to deliver it to your meeting.
Other ad hoc services such as administrative support, printing etc., can be added to your
booking on the day. Just speak to a member of the Community Team at reception if you have
any requirements and they will be happy to provide further information and pricing.

What is the Community Meeting Room?

The Community Meeting Room is available to use free of charge for Office, Reserved
Coworking, Virtual Office and Virtual Office Plus customers, and can accommodate up to
6 people. If you are eligible, you can book the room using your online account via ‘Book the
Community Meeting Room’ found on the Home page.
Your allowance is one booking of up to 2 hours per day. In the interests of fair usage for all our
customers, this can only be booked on the day of use. If you wish to book the room for longer or
on a future date, you are welcome to book the room at standard rates with your 10% discount.

Need more help?

Contact your Community Team, they are there to help
Renewals.
How do renewals work?
Your agreement will continue indefinitely until you decide to end it. The term of your renewal
will always be the same agreement term you originally signed for, unless you decide you would
like a different renewal term.

How will I know when my agreement is going to renew?

Your agreement will renew when your notice period ends. To ensure we are transparent in this
process, we send you courtesy reminder emails in advance of your renewal to make sure there
are no surprises. These reminder emails provide different options for pricing and term in case
your business needs have changed, but also the option to end your agreement if required.

Who receives the renewal reminder emails?

By default, the Primary contact in your company will receive all renewal reminders. To ensure
these important emails always reach the right person, you can update the Primary contact in
your online account at any time in the Team section.
For your convenience, a copy of the renewal reminder emails can also be found in the
Documents section in your online account.

Will my prices change when I renew?

Your agreement will be priced at the prevailing market rate when it renews, including any
recurring services you may have added to your account.
If your pricing has increased, we will also update the retainer fee amount you have on file. This
will be charged in the form of a ‘top up retainer’.
You can find more information about this in the terms and conditions of your agreement.

What if I don’t want to renew?

You can end your agreement easily in your online account.
This will need to be completed within your notice period, as per your service agreement.

Need more help?

Contact your Community Team, they are there to help
Ending your
agreement.
First and foremost, we are sorry to see you go!
Here’s what to do next to ensure a smooth transition.

How do I end my agreement?

For your convenience, your agreement will continually renew until you decide to end it.
If you terminate your agreement, it will end on the last day of your current term. You can find
your agreement terms in your online account under the ‘Account’ section. Go to ‘Products and
services’, choose ‘Workspaces and services’ then select the product you wish to view.
To end your agreement in your online account, you can do so in the same place under
‘Workspaces and services’. Simply select the agreement you wish to terminate and click ‘End
Agreement’ at the bottom of the page.
This will need to be completed within your notice period, which in most cases is at least three
months before your end date. For customers on month-to-month agreements, you will need to
provide a full calendar month’s notice from the end date.
Due to the confidentiality of your account, your Community Team and your Account Helpdesk
Team are not able to process terminations on your behalf.

What if I want to change to a different solution?

If your business needs change, you have a very flexible agreement. Upon renewal, you can move
your agreement to a different location, or change the product and term if needed. Just speak to
your Community Team and they will be happy to discuss alternative options.

How do I get my retainer returned after my agreement?

Once you have ended your agreement in your online account, you will be directed to the
retainer page where you can securely submit your bank details so that we can process your
retainer return.

Need more help?

Contact your Community Team, they are there to help
Retainer returns.
When do I get my retainer back?
At the end of your agreement, we will return your retainer to you within 45 days of its end date.
Please read below for more important information about the return of retainer.

Is there anything I need to do?

Yes, but it is quick and simple.
We want to ensure that we return your retainer in the quickest and most secure way, therefore
we will process your refund using a Bank/Wire Transfer directly into your bank account. For
security and anti-fraud protection, we ask that you log into your online account and enter your
bank information where prompted to do so. Speak to your Community Team for instructions
on how to request your return of retainer in your online account.

What can cause delays in getting my retainer refunded?

If you delay providing us your bank information, it will delay your return. Also ensure you
carefully enter your bank information online and check it is correct before submitting. Incorrect
information means when we try to process the refund it will fail and then we will need to contact
you to re-enter your information which will delay your payment.

Can I use my retainer to pay an invoice if needed?

We do not allow retainers to be used to pay monthly invoices.

What if I move to another location in your network, what happens to my

retainer?

directly on your monthly invoice at the new location.

Please note that it is not possible to transfer your retainer from one country to another, in this
instance we would return your retainer and invoice you for a new one in the new country.

Need more help?

Contact your Community Team, they are there to help
Office restoration
service.
What is the office restoration service?
When you moved into your office, we carefully ensured it was clean, in working order and ready
for use. Therefore, we need to do the same for the next customer who will use the space. As
we know your time is valuable, we organize for you the vendors and work needed to complete
the restoration of the office. We complete this work at a highly discounted rate and pass those
savings on to you.

What does the office restoration service include?

• Full cleaning of furniture (including drawers)
• Spot cleaning of carpets
• Wipe down of walls as needed
• Cleaning of telecoms equipment (e.g. phone handsets)
• IT and telecoms testing ensuring that all data ports and phone lines work correctly
•  Disassembly of IT equipment in communications room including routers, hubs and switches
• Collection of all office keys, swipe cards, building and parking passes

What is the price of the service?

The service is charged at a flat rate per square metre/foot of your office. You will find details of
the Office Restoration Service and pricing for your location in the House Rules. Also, any one
of your Community Team will be happy to go over this service and its pricing with you at any
time.

What if I never used my office, do I still pay for this service?

The service is very similar to the cleaning service you would expect at a hotel. Each night’s
stay, the hotel ensures they clean your room, change sheets, change out the towels etc. They
will not know if you have slept in the room or not, but they still provide the service.

Need more help?

Contact your Community Team, they are there to help
Business Continuity
Service.
What is this service and how much is it?
Office customers who have ended their agreement will continue to receive mail, calls and
visitors after their departure. Therefore, to make sure you have a smooth transition we provide
a continuation service that ensures you still receive your mail and customers who call have a
voicemail message with information on where to find you.
The service lasts for three months after you move out, but if you would like it for a longer
period please let your Community Team know and they can set it up for as long as you would
like. They will also be able to give you the price for the service.

What are the benefits?

You will receive the below benefits for the 3 months following your move out:
• Voicemail Message - You can customize the message on your voicemail, so it clearly states
your new address and phone number. This way your customers can find you at your new
location.
• Mail/Post - Mail will be held at the centre for you to pick up so you don’t miss any
correspondence. If you would like us to forward the mail to your new address, you simply need
to have a card on file and we will send it as often as needed. Please speak with the Community
Team for pricing of mail forwarding daily, weekly and monthly.

What if I don’t want this service?

When you terminate on your online account you will be asked if you would like the service. At
that point you can opt out if you do not feel you need it. Please note most of our customers
select this service to ensure a smooth transition to their new location.
If you missed this when you terminated and you see the service billed on your invoice, you can
raise a query to your Account Helpdesk (via the Help section of your online account) or ask your
Community Team to raise it for you.
NOTE: If you choose not to have the Business Continuity Service, please remember that
your mail will be returned to sender and your phone will be disconnected with no forwarding
information.

Need more help?

Contact your Community Team, they are there to help