Cancellation policy

Domohelp offers remote IT support on a one-time and subscription basis, and WordPress hosting. This policy explains how you can cancel depending on what you have bought. Please read it alongside our Refund Policy, which explains how refunds are calculated, and our Terms of Service.

Ways to cancel at a glance

To raise a ticket, use our contact form. To email, write to support@domohelp.com. Please include your order number or subscription number if you have it. We cannot accept cancellations by phone or social media.

1. One-time services

One-time services are DNS configuration, email client setup, SSL certificate installation, website migration, email migration, and technical support and custom requests (including WordPress troubleshooting).

Before payment

If you have not paid, there is nothing to cancel and nothing is charged.

After payment, before work begins

Contact us straight away and we will cancel the order with a full refund.

After work has started

Once work has begun, cancelling gives a partial refund under our Refund Policy: a flat 60% refund within the first 24 hours of payment, or a refund based on the work completed after that. For services bought by quantity (devices, websites, mailboxes or hours), anything not yet started is refunded in full. If we find the issue cannot be resolved, for example because of third-party restrictions outside our control, you get a full refund however much work was done.

2. Essential Care and Premium Care

Essential Care and Premium Care are billed monthly on a rolling basis with no minimum term, and you can cancel at any time.

Cancelling from your account

Sign in to My account, open Subscriptions, choose Show on the plan, and select Cancel subscription. You will be asked to confirm. Our step-by-step guide shows each screen. Cancellation takes effect straight away: no further payments are taken and the plan ends. You can also cancel by raising a ticket or emailing us.

Refunds

Cancelling stops future billing. Refunds for the current month follow our Refund Policy: none if you cancel more than five days after the payment, and a full or partial refund within five days depending on the work done that month.

Price changes

We may change Care Plan prices. We will tell you before your next payment date so that you can cancel before the new price applies.

3. Professional Care (12-month commitment)

Professional Care is a 12-month commitment billed monthly (£40 a month standard price; £36 a month for anyone who subscribes by 28 February 2027 under our launch offer). Its cancellation terms are different from the other plans.

During the 12 months

Once you have subscribed and given the checkout confirmation, you are committed to the full 12 months and cannot cancel during that time. Access and monthly billing continue for the full term. In My account, your plan shows the date it renews and when you will be able to cancel.

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. During those five days, a Cancel subscription button appears on the plan in My account, showing the last day you can use it. You can also cancel in that window by raising a ticket or emailing support@domohelp.com. Cancelling 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.

Price changes on renewal

On renewal, the price will be our standard Professional Care price at that time. We will tell you about any change in advance.

4. WordPress hosting

WordPress hosting can be cancelled at any time from My account, by raising a ticket, or by email.

• Monthly plan: cancelling stops future payments and ends the plan.
• Yearly plan: cancelling stops the plan renewing. It continues until the end of the year you have paid for.

What happens to your website

If you have had at least six (6) months of paid service, the website is yours to keep. Before we take it off our servers, 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 and is taken offline. Content you supplied (text, images and logos) is always yours, and we will return it on request. Full details are in section 10 of our Terms of Service.

5. Technical support and custom requests (hourly)

Hourly support is charged at £60 per hour, only for time actually worked. You can stop at any time by raising a ticket or emailing us; hours paid for but not yet worked are refunded in full.

6. Cancellation confirmation

When you cancel a subscription in My account, the plan’s status changes to Cancelled straight away. When we process a cancellation for you, we will confirm it in writing to the email address on your account. Either way, no further payments are taken.

7. If we cancel

We may cancel a service or subscription in the circumstances set out in our Terms of Service, for example for non-payment or a breach of those terms. If we cancel a paid subscription without cause, we will refund the unused part of any prepaid period.

8. US customers

These cancellation terms apply to customers in the United States as contract terms once you accept our Terms of Service. The UK and EU 14-day statutory cancellation right does not apply in the US. Several 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. Where a mandatory state-law right applies to you, this policy is read subject to it.

9. Your data after cancelling

After you cancel, your account stays open so you can still see past orders and receipts. Your personal data and support history are kept and deleted in line with our Privacy Policy.

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