Terms of service

Welcome to Domohelp. In these Terms of Service (the “Terms”), “we”, “us” and “our” refer to Domohelp Ltd, a private limited company registered in England and Wales (company number 17345895), based in Manchester, United Kingdom. We operate this website to provide remote IT support and website services, including DNS configuration, email client setup, SSL certificate installation, website migration, email migration, WordPress troubleshooting, hourly technical support, Care Plan subscriptions and WordPress hosting (together, the “Services”).

Please read these Terms carefully. By visiting, interacting with, creating an account on, or buying from our website, you agree to these Terms and to our Privacy Policy, Refund Policy and Cancellation Policy, and, where it applies, our Remote Device Access Consent Form. Together these form the agreement between you and us. If you do not agree, please do not use the Services.

1. Eligibility and your account

You confirm that you are at least 18 years old, or the age of majority where you live, and able to enter into a binding agreement. If you buy on behalf of a business or other organisation, you confirm that you have authority to bind it, and “you” includes that organisation.

An account is created for you when you first buy a service or plan. Your account lets you sign in at My account to see your orders and receipts, view your subscriptions and their next payment dates, update your billing details and saved card, and cancel subscriptions where our Cancellation Policy allows. You must give accurate, current and complete information, keep your password secure, and you are responsible for activity under your account. You may not transfer or share your account.

2. Business and consumer customers

The Services are aimed mainly at businesses. If you buy for purposes relating to your trade, business, craft or profession, you are a business customer and consumer-only rights described in these Terms, including the statutory 14-day cancellation right, do not apply to you.

If you buy wholly or mainly outside your trade, business, craft or profession, you are a consumer. Nothing in these Terms removes or reduces statutory rights that apply to you and cannot lawfully be excluded. Our WordPress hosting plan is sold to business customers only (see section 10).

3. Our Services and prices

Our current Services and standard prices (in GBP; see section 6 for other currencies) are:

For services sold by quantity (devices, mailboxes, websites or hours), you choose the quantity when you buy and the price is calculated from it. We describe the Services as accurately as we can, but descriptions, prices and availability may change at any time. The price you pay is the one shown at checkout and confirmed in your order confirmation.

Remote sessions are carried out using AnyDesk or similar software. Before any session that needs access to your device you will complete our Remote Device Access Consent Form. Some work does not need access to your device and instead needs access to a third-party account you control, such as your domain registrar, hosting control panel or email provider; we will tell you what access we need and how to share it safely.

4. What is not included

Unless we agree otherwise in writing, the Services do not include:

• physical hardware repair, replacement or supply;
• on-site or in-person visits;
• bespoke software development or custom applications, other than the website build included in our WordPress hosting plan;
• the cost of any third-party licence, subscription, domain name, email service, certificate or plugin needed to complete a task, which remains your responsibility;
• recovery of data that was not backed up before a session, or fixing pre-existing faults, malware or corruption we did not cause (although we can be engaged to investigate these at our hourly rate);
• legal, financial, tax or regulatory advice.

If resolving your issue needs any of the above, we will tell you, and any extra work will be quoted and agreed before we carry it out.

5. Orders

When you place an order you are making an offer to buy. Your order is accepted when we confirm it and payment has been processed successfully. We may decline any order, and if we decline, change or cancel an order we will contact you using the details you gave us. Refunds are governed by our Refund Policy.

By placing an order and accepting these Terms at checkout, you agree to our Refund Policy and Cancellation Policy. This applies to all customers in the UK, EU and United States, both consumers and businesses, and covers one-time services, Care Plans and WordPress hosting, including the refund windows, the tiered refunds for one-time services, the Professional Care 12-month commitment and the WordPress hosting 6-month ownership rule.

6. Payment, taxes and billing

Payments are taken securely by our payment provider, Stripe. We do not see or store your full card number. Prices do not include taxes unless stated; where VAT or another tax applies it will be added and shown at checkout.

Currency. Our prices are set in pounds sterling (GBP). If you are outside the UK, our website may show prices in your local currency, converted from our GBP prices using exchange rates we update on the 1st of each month, plus a small allowance (currently 2%) to cover currency conversion costs, and rounded to the nearest whole amount. The price shown on our website, in your basket and at checkout is the amount you will be charged, in that currency. Because we update exchange rates monthly, the local-currency amount for the same service may change from one month to the next. Your bank or card provider may also charge its own conversion or international fees, which are outside our control.

For subscriptions (Care Plans and WordPress hosting), you authorise us to charge your saved payment method on a recurring basis at the interval shown at checkout (monthly, or yearly for WordPress hosting paid yearly) until the subscription is cancelled in line with these Terms and our Cancellation Policy. Your next payment date is shown in My account.

7. Failed payments

If a subscription payment fails, we will try to tell you using the contact details on your account and may try the payment again. You can update your card in My account. If payment is still outstanding after seven (7) days, we may suspend or cancel the subscription. For Professional Care, suspension or cancellation for non-payment does not by itself cancel amounts properly due for the committed 12-month term, subject to your mandatory rights and our duty to mitigate. For WordPress hosting, we may take your website offline while payment is outstanding.

8. Service delivery and support hours

The Services are delivered remotely. Timelines are estimates, not guarantees. Some work, including DNS changes and website and email migrations, depends on third parties such as domain registrars and hosting providers, and we are not responsible for delays they cause. DNS changes can take up to 48 hours to take effect everywhere.

Requests are handled through our helpdesk: messages sent through our contact form or to support@domohelp.com become support tickets. Our live support hours are 9:00 a.m. to 7:00 p.m. UK time, every day. Care Plan members can send requests 24/7, and we aim to reply to every request within 24 hours. We will confirm the price before starting any work that is not already covered by your order or plan.

9. Care Plan subscriptions

9.1 What counts as a support request

A “support request” is a single, separate issue raised through our helpdesk or by email and handled to resolution or a reasonable conclusion. Several closely related questions about the same issue count as one request; unrelated issues count separately. A support request covers fixes and changes to something already set up. A new setup (for example DNS on a domain that has never been configured, a mailbox that has never been connected, or a fresh SSL installation), website migrations, email migrations and hourly technical support are one-time services and are not covered by a plan’s monthly requests; your plan discount applies to them. Unused requests do not roll over to the next month.

9.2 Essential Care

£30 per month. Up to ten (10) support requests a month, remote support via AnyDesk and ticketed email support. Billed monthly and can be cancelled at any time.

9.3 Premium Care

£130 per month. Unlimited support requests subject to fair use (section 9.5), the highest priority of our three plans, and 15% off one-time services while you stay subscribed. Billed monthly and can be cancelled at any time.

9.4 Professional Care: 12-month commitment

Professional Care is a 12-month commitment billed monthly. It includes up to fifteen (15) support requests a month and 10% off one-time services while you stay subscribed. The standard price is £40 per month. Under our launch offer, anyone who subscribes on or before 28 February 2027 (UK time) pays £36 per month (£432 a year). From 1 March 2027, new subscriptions are charged the standard price. The price you pay when you subscribe is locked for your 12-month term.

By subscribing you commit to the full 12 months and cannot cancel during that term; access and monthly billing continue for the full 12 months. When the 12 months are up, Professional Care renews automatically for another 12 months. On renewal, the price will be our standard Professional Care price at that time, and we will tell you about any change in advance. You then have five (5) days from the renewal date to cancel. During those five days a Cancel subscription button appears on the plan in My account, or you can raise a ticket or email support@domohelp.com. Cancelling in this window stops further payments, but the renewal payment already taken is non-refundable. After the five days, the new 12-month term is locked in on the same basis.

If you are in the United States, the Professional Care commitment and automatic renewal apply to you as contract terms once you accept these Terms. Some US states regulate automatic renewals and require clear disclosure and an easy way to cancel; our renewal information and the cancellation options above are intended to meet those requirements, and nothing here removes a mandatory right under the law of your state.

9.5 Fair use (Premium Care)

Unlimited support on Premium Care is subject to fair use, meaning use consistent with the normal needs of a single business or individual. As a guide, fair use would not normally exceed a few active requests a week averaged across the month; this is a guide, not a hard limit. Fair use does not allow sharing one plan across several businesses, brands or unrelated domains, or automated or bulk requests. If use is excessive, we will contact you to discuss options, which may include a bespoke arrangement, before limiting requests.

9.6 Professional Care acknowledgement

By subscribing to Professional Care you confirm:

“I understand that Professional Care is a 12-month subscription billed monthly. I request that Domohelp begin providing the service immediately upon payment, and I understand that, by doing so, I will lose my statutory 14-day right to cancel and receive a full refund once the service has been performed. I understand that I cannot cancel during the 12-month term, that the subscription renews automatically, and that after any renewal I have five days to cancel, but the renewal payment is non-refundable.”

10. WordPress hosting

10.1 What the plan includes

Our WordPress hosting plan is an all-in-one package: we design and build your WordPress website, host it on our servers, secure it with an SSL certificate, keep WordPress, themes and plugins updated, monitor security and fix problems as part of the plan. You can pay £99 per month or £1,089 per year in advance. Both options include exactly the same features.

Business customers only. The WordPress hosting plan is available only to businesses, including startups, sole traders and companies, for websites used in the course of their business. It is not offered to consumers for personal use. By subscribing, you confirm that you are buying for your business, and the consumer-only rights referred to in these Terms, including the statutory 14-day cancellation right, do not apply to the hosting plan.

10.2 What you provide

You are responsible for your domain name and its renewal, your email service (unless we agree otherwise), and the content, images and branding for your website. You confirm you have the right to use everything you give us and that it is lawful. We may refuse or remove content that is unlawful, infringes someone else’s rights, or puts our servers or other customers at risk.

10.3 Who owns the website

Building your website is real development work, which the first six months of the plan pay for. If you stay on the plan for at least six (6) consecutive months of paid service, the website is yours to keep, and if you leave we will give you a full copy of your website files and database so you can move it elsewhere. If you cancel before six months of paid service, the website, including its design and build, stays with us: we will take it offline and it is not yours to take with you. Your own content (text, images, logos and other material you supplied) always remains yours, and we will return it on request. The yearly plan counts as six months of paid service once it has been paid.

10.4 Hosting, backups and acceptable use

While you are on the plan your site runs on our servers and we manage the server and the site for you. We take reasonable steps to keep it available, secure and backed up, but we do not guarantee uninterrupted availability. You must not use the hosting to send spam, host malware, carry out illegal activity, or use excessive resources that affect other customers. We may suspend a site that breaches this section or puts our servers at risk, and will tell you why.

10.5 Ending the plan

The monthly plan can be cancelled at any time. The yearly plan does not renew once cancelled and continues until the end of the year you have paid for. When hosting ends, your site will be taken offline from our servers; if you are entitled to keep the website under section 10.3, we will give you your copy before that happens.

11. Your responsibilities

To help us carry out the work, you agree to:

• make sure your device is on and connected to the internet at the agreed time;
• give accurate and complete information about the issue;
• back up important data before a remote session (we are not liable for data that was not backed up, or for pre-existing data loss, corruption or faults);
• be available during a session, or arrange for an authorised person to be, so we can ask questions or get approval;
• not use a remote session for anything other than the agreed work;
• only share your AnyDesk code with a verified Domohelp engineer, and never send passwords in an ordinary message; we will tell you how to share access safely.

If these responsibilities are not met, a session may not be able to go ahead, or work may not be completed, which may affect any refund under our Refund Policy.

12. Remote access and session recording

Remote sessions use AnyDesk or similar software under the consent form for that session. You choose Full Access or Screen Share Only, and you can end a session at any time by disconnecting. With your consent, sessions may be recorded for security, quality and as a record of the work; recordings are handled under our Privacy Policy.

13. Intellectual property

The content of this website, including text, graphics, logos and tools, belongs to Domohelp or its licensors and is protected by intellectual property law. You may use the website for your own personal or business purposes only, and may not copy, distribute or modify its content without our written consent. The Domohelp name and logo are our trademarks; other trademarks belong to their owners. Ownership of websites built under our WordPress hosting plan is covered in section 10.3.

14. Feedback

If you send us feedback, reviews or suggestions, you give us a free, worldwide, permanent licence to use them to run, improve and promote the Services. You confirm that your feedback is accurate and does not infringe anyone’s rights.

15. Third-party tools and links

We may link to or use third-party tools, including AnyDesk and the free checking tools on our Diagnose page. These are run by other companies, we do not control them, and you use them at your own risk under their own terms.

16. Our website platform and payment provider

Our website runs on WordPress and WooCommerce, and card payments are processed by Stripe. All sales are made directly with Domohelp Ltd. Your payment details are handled by Stripe under its own terms and privacy policy.

17. Privacy

We handle personal information in line with our Privacy Policy. Please read it before using the Services.

18. Prohibited uses

You may use the Services for lawful purposes only. You must not:

• use them for anything unlawful, fraudulent or malicious;
• infringe our intellectual property or anyone else’s rights;
• harass, abuse or harm anyone;
• send viruses, malware or harmful code;
• collect or track other people’s personal information without consent;
• use bots, scrapers or other automated tools to access the Services without our written consent;
• get around any security or access control;
• pretend to be another person or organisation; or
• direct a remote session beyond the agreed work, including trying to access files, systems or data outside that scope.

We may suspend or end your access if you break this section.

19. Automated agents

Any automated software or service (“Agent”) that accesses the Services must clearly identify itself as an Agent, including its name in the user-agent string, must not pretend to be human or bypass CAPTCHAs, and must answer truthfully if asked whether it is automated. We may limit or block Agent access.

20. Termination

We may end these Terms or your access to the Services at any time. You remain liable for amounts properly due up to that date. If we end a paid subscription early without cause, we will refund the unused part of any prepaid period. If we end it because you broke these Terms, no refund is due. The sections on intellectual property, feedback, warranties, liability, indemnity, governing law and privacy continue after termination.

21. Warranties

We provide the Services in good faith and with reasonable care and skill. Except as stated in these Terms, and subject to your statutory rights, the Services are provided “as is” and we do not guarantee they will be uninterrupted, error-free or meet every specific requirement. Nothing in these Terms affects your rights as a consumer under the Consumer Rights Act 2015 or equivalent EU or US law.

22. Limitation of liability

To the fullest extent the law allows, our total liability to you for any loss arising from the Services is limited to the fee you paid for the specific service giving rise to the claim (for subscriptions, the fees paid in the 12 months before the claim). We are not liable for indirect or consequential loss, including loss of profit, data or business. Nothing in these Terms limits our liability for death or personal injury caused by negligence, for fraud, or for anything that cannot legally be limited, including your statutory consumer rights. Business customers agree this allocation of risk is reasonable given the nature and price of the Services.

23. Indemnity

You agree to indemnify Domohelp and its officers, employees and agents against losses, claims and reasonable legal costs arising from your breach of these Terms, your breach of any law or third-party right, or content you supply for a website we host. This does not apply where the loss arises from our own breach or negligence, and does not affect a consumer’s mandatory rights.

24. Events outside our control and general terms

We are not liable for delays or failures caused by events outside our reasonable control, including internet or power outages, failures of third-party platforms (such as AnyDesk, Stripe, domain registrars or data centres), natural disasters or government action. If such an event stops us delivering a service, we will tell you and try to reschedule; if that is not possible within a reasonable time, you may be entitled to a refund under our Refund Policy.

If any part of these Terms is found unenforceable, the rest continues to apply. Not enforcing a right is not a waiver of it. You may not transfer these Terms without our written consent; we may transfer them. These Terms, together with the policies referred to above and any applicable consent form, are the entire agreement between us.

25. Complaints, governing law and contact

If you have a complaint, please contact us first at support@domohelp.com. We will acknowledge it within three (3) business days and aim to resolve it within fourteen (14) business days. If we cannot resolve it, either of us may go to court. We are willing to consider alternative dispute resolution where appropriate, although we are not currently a member of a specific scheme.

These Terms are governed by the law of England and Wales and the courts of England and Wales have exclusive jurisdiction. If you are a consumer in the EU or the United States, this does not remove protection you have under the mandatory consumer laws where you live.

Domohelp Ltd · company number 17345895 · support@domohelp.com · full details on our Contact information page.