Privacy policy

This Privacy Policy explains how Domohelp Ltd (“Domohelp”, “we”, “us”) collects and uses personal information when you visit our website, contact us, buy from us, use your account, or receive our Services. We are the data controller for this information under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Who we are: Domohelp Ltd, company number 17345895, Piccadilly Business Centre, Unit C, Aldow Enterprise Park, Blackett Street, Manchester M12 6AE, United Kingdom. Email: support@domohelp.com.

1. Information we collect

Information you give us

• Contact form and support tickets: your name, email address, phone number (optional), website or domain (optional), the service you need and your message. Messages become tickets in our helpdesk.
• Orders and your account: your name, email address, billing address, phone number, order history, the services and quantities you buy, and your subscriptions. Your account is created when you first buy, and you set your own password.
• Payments: card payments are handled by Stripe. We receive limited details such as the card type, last four digits and expiry date, and whether a payment succeeded. We never see or store your full card number.
• Email sign-up: if you join our mailing list in the website footer, your email address.
• Service delivery: information needed to do the work, such as your domain name, DNS records, hosting and email provider details, and details of the problem. If we need access to an account you control, we will tell you how to share it safely; please do not send passwords in an ordinary message.
• WordPress hosting: the content, images and branding you give us for your website.

Information collected during remote sessions

Remote sessions use AnyDesk under the consent form you complete for that session. During a session we may see information on your screen. We only look at what is needed for the agreed work. With your consent, sessions are recorded for security, quality and as a record of the work.

Information collected automatically

When you use the website, our servers record technical information such as your IP address, browser type, the pages you visit and the time of your visit, for security and to keep the site working. We use cookies as described in section 7.

Diagnose page

Our Diagnose page links to free third-party tools (such as MXToolbox, WhatsMyDNS, SSL Labs and Why No Padlock). When you use them, the domain you enter is sent to that tool, which handles it under its own privacy policy. We do not store the domains you check.

2. How we use your information and our lawful bases

We do not sell your personal information, and we do not use it for automated decision-making that has legal or similarly significant effects on you.

3. Who we share information with

We share personal information only where needed, with:

• Stripe, to process card payments and renewals;
• our helpdesk provider (currently Freshdesk), which stores support tickets;
• AnyDesk, which provides the remote access software used in sessions;
• our website hosting and email providers, which store website data and deliver emails for us;
• third parties you ask us to deal with, such as your domain registrar, hosting provider or email provider, when needed to do the work;
• professional advisers such as accountants and lawyers, and authorities where the law requires it.

These providers may only use your information to provide their services to us. If we sell or reorganise our business, information may be transferred to the new owner under the same protections.

4. International transfers

Some of our providers are based in, or store data in, countries outside the UK, including the United States and the European Economic Area. Where this happens we rely on UK adequacy regulations or appropriate safeguards such as the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses.

5. Websites we host

If you use our WordPress hosting plan, your website runs on our servers. For personal information that your website collects about its own visitors (for example through its forms), you are the controller and we act as your processor: we only process it to host and maintain your website, keep it secure and confidential, and delete or return it when hosting ends. You are responsible for your website’s own privacy notice.

6. How long we keep information

• Orders, invoices and payment records: six years after the end of the financial year they relate to, for tax and accounting purposes.
• Your account: while you have it. You can ask us to close it; we will then keep only what the law requires.
• Support tickets and work records: up to six years after our last contact, so we can help with related problems and deal with any claims.
• Remote session recordings: up to 90 days, or longer only if needed to resolve a dispute.
• Mailing list: until you unsubscribe.
• Enquiries that do not lead to an order: up to two years.
• Websites we host: while you are on the plan, then as set out in our Terms of Service when hosting ends.

7. Cookies

We use cookies that are needed for the website to work, such as cookies that keep your basket, keep you signed in to your account, and protect forms and checkout from abuse. Stripe also sets cookies needed to process payments securely and prevent fraud. These cookies do not need your consent. If we introduce analytics or marketing cookies in future, we will ask for your consent first and update this policy.

8. Keeping your information secure

We use appropriate technical and organisational measures to protect your information, including encrypted (HTTPS) connections, access controls and secure payment processing through Stripe. Remote sessions only start when you accept the connection, and you can end them at any time. No system is completely secure, so please keep your account password private.

9. Your rights

Under UK and EU data protection law you have the right to:

• access the personal information we hold about you;
• have inaccurate information corrected (you can update many details yourself in My account);
• have your information deleted where there is no reason for us to keep it;
• restrict or object to how we use it, including objecting to marketing at any time;
• receive your information in a portable format;
• withdraw consent at any time, where we rely on consent (this does not affect what we did before).

To use these rights, email support@domohelp.com. We may need to confirm your identity, and we will respond within one month. If you are unhappy with how we handle your information, you can complain to the Information Commissioner’s Office (ico.org.uk), or to your local data protection authority if you are in the EU, although we would appreciate the chance to put things right first.

US residents

Depending on your state (for example California), you may have rights to know, access, correct and delete your personal information, and to opt out of its sale or sharing. We do not sell or share personal information for cross-context behavioural advertising. Contact us at the email above to make a request; we will not treat you differently for doing so.

10. Children

Our Services are not aimed at children under 18, and we do not knowingly collect their personal information.

11. Changes to this policy

We may update this policy from time to time. The latest version will always be on this page with the date it was last updated. If we make significant changes, we will let customers know by email.

12. Contact

For any question about this policy or your personal information, email support@domohelp.com or write to Domohelp Ltd, Piccadilly Business Centre, Unit C, Aldow Enterprise Park, Blackett Street, Manchester M12 6AE.