Frequently Asked Questions

DNS Configuration, Email Client Setup, SSL Certificate Installation, Website Migration, Email Migration, hourly Technical Support & Custom Requests, and three Care Plan subscriptions (Essential, Premium, and Professional Care).

Both individuals and businesses. Most of our terms apply the same way to everyone, though a few consumer-specific rights (like the UK/EU 14-day cancellation right) only apply if you're buying outside the course of a trade, business, craft, or profession.

Domohelp is a private limited company registered in England and Wales, based in Manchester, UK. Our store runs on Shopify.

Physical hardware repair or supply, on-site visits, custom software development, the cost of any third-party licence/domain/hosting/certificate you need, recovery of data that wasn't backed up beforehand, fixing pre-existing faults or malware we didn't cause, and legal/financial/tax advice. If your issue needs any of this, we'll flag it and quote separately before doing the work.

Remotely, using AnyDesk or similar remote access software. You'll complete a Remote Device Access Consent Form before each session, choosing either Full Access or Screen Share Only.

Not all technical issues require us to remotely access your device. Depending on the issue, we may instead need certain credentials or access provided directly, for example your domain registrar, hosting control panel, or email provider login, in order to complete the work.

9:00 a.m.–7:00 p.m. UK time, business days. We aim to respond as soon as reasonably possible within those hours; Premium Care gets top priority.

Timelines are estimates, not guarantees. Some work (DNS, website/email migration) depends on third parties like your registrar or host, which are outside our control, and we're not responsible for delays they cause.

Depending on the issue, we may also be waiting on a third-party hosting provider or registrar, which can slow things down. DNS propagation, for example, is a process we don't control and can take anywhere from a few minutes to 48 hours to fully establish, depending on the provider.

Yes, with your consent, and we'll confirm any change in writing by email or through our ticketing system (currently Freshdesk).

Make sure your device is on and connected, back up any critical data beforehand, and be available (or have someone authorised present) in case we need input. We're not liable for data that wasn't backed up before the session.

When your order is placed and payment is confirmed. Your order isn't accepted until then.

Not unless stated. VAT or other applicable tax is added and shown at checkout where relevant.

Yes, prices, descriptions, and availability can change at any time without prior notice. The price you're charged is whatever was confirmed on your order.

A single, discrete issue handled through our helpdesk or by email. Several closely related questions about the same issue count as one request; unrelated issues count separately. Unused allowance doesn't roll over to the next month.

A support request covers fixes and changes to something already set up, for example adjusting an existing DNS record or troubleshooting a mailbox that's already connected.

A new setup is doing one of these for the first time on something that's never been configured, such as a domain that's never had DNS configured, a mailbox that's never been connected, or a fresh SSL install. New setups aren't included in any Care Plan; they're billed as one-time services, with your member discount applied.

Yes. Professional Care members get 10% off any one-time service, and Premium Care members get 15% off any one-time service, for as long as you're subscribed. Essential Care doesn't include a discount.

No, these remain separate one-time services for all plans and aren't covered by your monthly support requests.

Reasonable use by a single business or individual, as a rough guide not exceeding a few active requests a week on average. It doesn't cover sharing a plan across multiple businesses/brands or automated bulk requests. If use looks excessive, we'll get in touch to discuss options rather than cutting you off without warning.

Yes, before your next billing date, by emailing support@domohelp.com. If more than 5 days have passed since your last renewal payment, you can still cancel to stop future billing, but that renewal payment itself won't be refunded.

It's a 12-month commitment billed monthly. The standard price is £40/month. While our current 10% promotional offer is running, the price is £36/month, and the price you pay when you subscribe is locked for your full 12-month term. Once you subscribe and confirm the checkout acknowledgement, you can't cancel or opt out during that 12-month term, and billing and access continue throughout.

Yes, for a further 12 months, unless you tell us beforehand that you don't want to continue. We'll send a reminder before renewal.

You have 5 days from the renewal payment date to cancel and stop future payments, but that renewal payment itself is non-refundable. After the 5-day window, you're locked into the new 12-month term.

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

Within the first 24 hours of payment: if we haven't started work yet, you're entitled to a full refund. If work has already started within that 24-hour window, it's a flat 60% refund (we retain 40% for work done).

After 24 hours: we assess the actual work completed and give you a refund figure with an explanation. The 60/40 split may still apply if little work has been done.

If we determine it can't be resolved (e.g. it depends on a third-party host or registrar restriction), you get a full refund, regardless of how much work was done.

You're only ever charged for hours actually worked. If you stop the engagement, any unworked hours already paid for are refunded in full.

By email only, to support@domohelp.com. We can't process cancellations by phone or live chat. Include your order or ticket reference if you have it.

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

If you're a UK/EU consumer, generally yes, but it's reduced or lost once you've asked us to start work early (which you confirm at checkout) or once a service is fully performed. Business customers don't get this statutory right. It doesn't apply to US customers, as there's no federal equivalent for this kind of service, though any mandatory right under your specific state's law still applies.

Sessions run through AnyDesk or similar software under a signed consent form for that session. You choose Full Access or Screen Share Only, and you can end the session instantly at any time by disconnecting.

Only with your consent, for security, quality, and record-keeping. Recordings are stored securely and kept for up to 90 days (longer only if needed to resolve a dispute).

Yes, always, before any session. We're not liable for data loss that predates the session or wasn't backed up beforehand.

No. We don't sell your data, and we don't use it for unsolicited marketing.

Email support@domohelp.com. UK/EU clients have rights including access, correction, deletion, portability, and objection; US clients may have similar rights depending on your state (e.g. under CCPA/CPRA). We'll verify your identity and respond within the legally required timeframe.

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

The laws of England and Wales, without removing any mandatory consumer protections you have where you live (UK, EU, or US state law).

Our complete Terms of Service, Returns & Refund Policy, Cancellation Policy, Privacy Policy, and Legal Notice are all available on domohelp.com and linked in the site footer.