Refund policy

Domohelp provides remote IT support and website services. Because these are services rather than physical goods, this policy explains how refunds work for each type of purchase. Please read it alongside our Cancellation Policy and Terms of Service.

1. One-time services (fixed price)

This section covers DNS configuration, email client setup, SSL certificate installation, website migration and email migration.

Before payment

If you cancel before paying, nothing is charged and there is nothing to refund.

After payment, before work starts

If you have paid but we have not started work, you are entitled to a full refund. Contact us as soon as possible.

If the issue cannot be resolved

If we find that the issue cannot be resolved, for example because it depends on a third-party host, registrar or service we do not control, you are entitled to a full refund of the fee for that service, however much work was done.

If you ask for a refund while work is in progress

Where work has started and is still in progress, and you ask for a refund before it is complete, a partial refund applies:

• Within the first 24 hours of payment: a flat 60% refund, with Domohelp keeping 40% to cover work done.
• After the first 24 hours: we assess the work completed and give you a refund figure with a short explanation. If little work has been done, the 60% refund may still apply at our discretion; if substantial work has been done, the refund reflects the work already carried out.

Services bought by quantity

Email client setup (per 3 devices), website migration (per website) and email migration (per mailbox) are priced by quantity. If you ask for a refund part-way through, any devices, websites or mailboxes we have not started are refunded in full, and the rules above apply to the one being worked on. For email migration, the £59 first-mailbox price applies to the first mailbox completed.

Exclusions

Refunds do not apply where we could not complete the work because access we reasonably needed was not provided.

Changes made during a refunded session

Where we refund a session in progress, we will roll back changes made to your device, account or settings during that session where reasonably possible.

2. Technical support, custom requests and WordPress troubleshooting (hourly)

These are billed at £60 per hour rather than a fixed price, so the tiered structure above does not apply. You are only charged for time actually worked. If you stop the engagement or ask for a refund, any hours paid for but not yet worked are refunded in full. If we cannot resolve the issue, you get a full refund.

3. When work is considered to have started

Work is considered to have started when you expressly ask us to begin the service before the end of the 14-day cancellation period. You make this request when you buy, as described in section 7.

4. Monthly Care Plans: Essential Care and Premium Care

Essential Care (£30 a month) and Premium Care (£130 a month) are billed monthly and can be cancelled at any time, either with the Cancel subscription button in My account, by raising a ticket, or by emailing support@domohelp.com. These refund rules apply:

• More than five days after a payment: no refund is given for that payment.
• Within five days of a payment, work started but not finished: a partial refund reflecting the work not yet carried out.
• Within five days of a payment, no requests made that month: a full refund of that payment.
• Work already completed: no refund for that month, although you can still stop future billing.

Cancelling stops future billing straight away. Any request already in progress will be completed where reasonably possible.

5. Professional Care (12-month commitment, billed monthly)

Professional Care is a 12-month commitment billed monthly: £40 a month standard price, or £36 a month for anyone who subscribes by 28 February 2027 under our launch offer. By subscribing you commit to the full 12 months, and the plan cannot be cancelled or refunded during that term, subject to section 7 and your statutory rights. When you subscribe 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.”

After the 12 months

When the 12 months are up, Professional Care renews automatically for another 12 months. You then have five (5) days from the renewal date to cancel, using the Cancel subscription button that appears in My account during that window, by raising a ticket, or by emailing 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 term is locked in for 12 months on the same basis.

6. WordPress hosting

WordPress hosting is sold to businesses only (including startups and sole traders), so the consumer 14-day cancellation right in section 7 does not apply to it. The plan includes building your website, which starts soon after you subscribe. Because of that:

• Monthly plan (£99 a month): you can cancel at any time, which stops future payments. Monthly payments are not refunded once development of your website has started. If you cancel within five days of a payment and we have not yet started work that month, that payment is refunded in full.
• Yearly plan (£1,089 a year): if you cancel before we start building your website, you get a full refund. Once work has started, the yearly payment is not refunded, but the plan continues until the end of the year you have paid for and does not renew.
• If we cannot deliver: if we are unable to build or host your website for reasons within our control, you are entitled to a refund of the unused part of what you paid.

What happens to the website when you leave is set out in section 10.3 of our Terms of Service: stay six months and it is yours to keep; cancel before then and it stays with us.

7. Your right to cancel (UK and EU consumers)

This right applies only to consumers, and only before work has started. If you are a consumer in the UK or EU, you generally have the right to cancel a service contract within 14 days of purchase without giving a reason, under the Consumer Contracts Regulations 2013 (UK) or equivalent EU law. This right is reduced or lost once the service has begun, if you expressly asked us to start before the end of the 14 days and acknowledged that this affects your right to cancel. For one-time services, you make this request at checkout:

“I expressly request that Domohelp begin providing the service immediately after payment and before the end of my 14-day cancellation period. I understand that if I request a refund after work has begun, a partial refund may apply in line with Domohelp’s Refund Policy, and that once the service has been fully performed I will lose my statutory right to cancel.”

For Professional Care, this is covered by the confirmation in section 5. Business customers do not have the statutory 14-day right, and it does not apply to WordPress hosting, which is sold to businesses only.

8. US customers

This policy applies to customers in the United States, whether buying as individuals or businesses, as contract terms once you accept our Terms of Service at checkout. The 14-day cooling-off right in section 7 is a UK and EU statutory right and does not apply in the US, where there is no equivalent federal right for online IT support services. Nothing in this policy removes a mandatory right under the law of your state, including rules on automatic renewals; where such a right applies, this policy is read subject to it.

9. How refunds are paid, currency and chargebacks

Once a refund is approved, we process it within 5–10 business days to your original payment method through Stripe; your bank or card provider may take a few more days to show it. If 15 business days have passed since approval and you have not received it, contact us. Refunds are made in the original currency. If you paid in a currency other than GBP, the amount you receive may differ slightly because of exchange rates, and we are not responsible for conversion differences or fees charged by your bank or card provider.

If you are unhappy with a service, please contact support@domohelp.com first so we can put it right. Please do not raise a chargeback without giving us the chance to respond. A chargeback for work already carried out does not automatically entitle you to a full reversal where a partial refund would otherwise apply, and we may provide evidence of the work to the payment provider. Nothing in this section affects your statutory rights.

This policy forms part of, and should be read alongside, our Terms of Service and Cancellation Policy.