Frequently asked questions

DNS configuration, email client setup, SSL certificate installation, website migration, email migration, WordPress troubleshooting, hourly technical support and custom requests, three Care Plans (Essential, Professional and Premium Care), and WordPress hosting, where we build, host and look after your website. See all services or pricing.

Small businesses, startups and individuals. Most of our terms apply the same way to everyone, though a few consumer rights (like the UK/EU 14-day cancellation right) only apply if you are buying outside the course of a business.

Domohelp Ltd is a private limited company registered in England and Wales, based in Manchester, UK. All of our work is done remotely. Full details are on our contact information page.

Physical hardware repair or supply, on-site visits, custom software development (other than the website build in our WordPress hosting plan), the cost of any third-party licence, domain, hosting or certificate you need, recovery of data that wasn’t backed up beforehand, and legal, financial or tax advice. If your issue needs any of these, we’ll tell you and quote separately before doing any work.

Buy the service you need from our pricing page, or send us a message through the contact form or to support@domohelp.com. Every message becomes a support ticket, and we confirm the price before any work starts.

Remotely, using AnyDesk. You complete a consent form before each session and choose Full Access or Screen Share Only. Our AnyDesk guide shows you how to connect, step by step.

Not every job needs access to your device. For some work we instead need access to an account you control, such as your domain registrar, hosting control panel or email provider. We’ll tell you exactly what we need and how to share it safely.

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 reply to every request within 24 hours.

They are estimates, not guarantees. Some work (DNS, website and email migration) depends on third parties such as your registrar or host. DNS changes, for example, can take anywhere from a few minutes to 48 hours to take effect everywhere.

Yes. Just let us know, and we’ll confirm the new time in writing through your support ticket.

Make sure your device is on and connected, back up anything important, and be available (or have someone authorised available) in case we need your input. Please don’t send passwords by email.

By card at checkout. Payments are processed securely by Stripe; we never see your full card number. All prices are in GBP, and you can pay in your local currency.

You choose the quantity on the pricing page or in your basket, and the price updates automatically:

Email client setup is £35 for every 3 devices. Email migration is £59 for the first mailbox, then £15 for each extra one. Website migration is £120 per website. Technical support is £60 per hour.

When you place your order and payment is confirmed. Subscriptions are then charged automatically on each renewal date, which you can see in My account.

Not unless stated. If VAT or another tax applies, it is added and shown at checkout.

Yes, but you always pay the price confirmed on your order. For subscriptions, we’ll tell you about any price change before it applies.

An account is created for you when you first buy. You choose a password at checkout, and as soon as you’ve paid you’re signed in to your new account. Next time, sign in with your email address and that password. We also email you to confirm your account is ready. Our step-by-step guide shows each screen.

Sign in with the person icon at the top of every page to see your orders and receipts, view your subscriptions and next payment dates, update your billing address and account details, update your saved card, and cancel subscriptions where allowed.

Use “Lost your password?” on the sign-in page and we’ll email you a reset link. If you’re unsure which email you used, contact us.

A single, separate issue. Several closely related questions about the same issue count as one request; unrelated issues count separately. Unused requests don’t roll over.

A support request covers fixes and changes to something already set up, such as adjusting a DNS record or troubleshooting a mailbox that’s already connected. A new setup is doing something for the first time, such as configuring DNS on a new domain, connecting a new mailbox or installing a new SSL certificate. New setups are billed as one-time services, with your plan discount applied.

No. Website migration, email migration and technical support remain one-time services on every plan, with your plan discount applied (10% on Professional, 15% on Premium).

Reasonable use by a single business or individual; as a rough guide, no more than a few active requests a week on average. It doesn’t cover sharing a plan across several businesses or bulk automated requests. If use looks excessive, we’ll talk to you about options first.

Yes. Use the Cancel subscription button in My account (see our step-by-step guide), raise a ticket, or email us. No further payments are taken. If you cancel more than 5 days after a payment, that payment isn’t refunded.

Professional Care is a 12-month commitment billed monthly. The standard price is £40 a month. If you subscribe by 28 February 2027, our launch offer gives you £36 a month, locked for your 12 months. You can’t cancel during the 12-month term.

It renews automatically for another 12 months. You then have 5 days to cancel: a Cancel subscription button appears in My account during that window, or you can raise a ticket or email us. The renewal payment already taken isn’t refunded. After the 5 days, the new 12-month term is locked in.

Everything in one plan: we design and build your WordPress website, host it on our servers, add a free SSL certificate, keep it updated, monitor security and fix problems as part of the plan. See WordPress hosting.

Startups and small businesses. The plan is for business websites, such as online shops and company sites, and is sold to business customers only (including sole traders). It isn’t offered for personal websites.

£99 a month, or £1,089 a year paid in one go (one month free). Both options include exactly the same features.

Your domain name, and your content and branding for the site. You keep looking after your domain and email.

Stay on the plan for 6 months and the website is yours to keep. If you leave after that, we’ll give you a full copy so you can move it elsewhere. If you cancel before 6 months, the website stays with us, because the first 6 months pay for building it. Content you supplied is always yours.

Yes, at any time from My account, by ticket or by email. The monthly plan stops straight away. The yearly plan doesn’t renew and runs to the end of the year you’ve paid for.

Yes. Nothing has been charged, so there’s nothing to refund.

If we haven’t started, you get a full refund. If work has started, within the first 24 hours of payment it’s a flat 60% refund (we keep 40% for work done). After 24 hours we assess the work completed and explain the refund. Anything you bought by quantity that we haven’t started yet is refunded in full.

If we find it can’t be resolved, for example because of a third-party host or registrar restriction, you get a full refund.

You’re only charged for hours actually worked. Any hours paid for but not worked are refunded in full.

Subscriptions can be cancelled in My account where allowed. For anything else, raise a ticket through the contact form or email support@domohelp.com with your order number.

5–10 business days to process once approved, then it depends on your bank. Refunds go back to your original payment method in the original currency.

If you’re a UK or EU consumer, generally yes, but it’s reduced or lost once you’ve asked us to start work straight away (which you confirm at checkout) or once the service is fully performed. Business customers don’t have this right (so it doesn’t apply to WordPress hosting, which is business-only), and it doesn’t apply to US customers, although any mandatory right under your state’s law still applies.

Sessions run through AnyDesk under a consent form for that session. You choose Full Access or Screen Share Only, and you can end the session at any time by clicking Disconnect. Only share your AnyDesk code with a verified Domohelp engineer.

Only with your consent, for security, quality and as a record of the work. Recordings are kept for up to 90 days, or longer only if needed to resolve a dispute.

Yes, always. We’re not liable for data loss that wasn’t backed up beforehand.

No. We don’t sell your data. We only send you tips and offers if you’ve signed up, and you can unsubscribe at any time.

You can update many details yourself in My account. For anything else, email support@domohelp.com. See our privacy policy for your full rights.

support@domohelp.com for anything: service questions, complaints, cancellations or privacy requests. We acknowledge complaints within 3 business days and aim to resolve them within 14.

The law of England and Wales, without removing any mandatory consumer protections you have where you live.

Terms of service, Privacy policy, Refund policy, Cancellation policy, Legal notice and Contact information. They’re also linked in the footer of every page.