Privacy policy

Privacy Policy 

domohelp.com  |  Last updated: 7 July 2026 

 

domohelp is a private limited company registered in England and Wales, based in Manchester, United Kingdom, providing remote IT support services including DNS configuration, email client setup, SSL certificate installation, website migration, email migration, hourly technical support, and Care Plan subscriptions. Our online store is powered by Shopify. This Privacy Policy explains how we collect, use, share, and protect your personal information when you visit our website, purchase a service, or contact us for support. 

Please read this policy carefully. If you do not agree with how we handle your personal information, please do not use our website or Services. Where there is any conflict between this Privacy Policy and our Terms of Service in relation to the collection, processing, or disclosure of personal information, this Privacy Policy prevails. 

Section 1 — Who We Are and Scope 

domohelp is the data controller for the personal information it collects directly from you in connection with the Services, for the purposes of the UK GDPR, the EU GDPR, and applicable US state privacy laws. This policy covers our website at domohelp.com, our online store, our support and ticketing channels, and remote support sessions. It does not cover third-party websites or services that we link to but do not control. 

Section 2 — Personal Information We Collect 

Depending on how you interact with us, we may collect: 

  • Contact details — your name, email address, phone number, and billing address. 

  • Payment information — payment confirmation and transaction history, processed securely via Shopify Payments or PayPal. We do not store full card details ourselves. 

  • Account information — where you create an account, your username, password, and preferences. 

  • Service and support details — information about the IT issue you need help with, ticket or reference numbers, and communications between you and our engineers. 

  • Session recording data — where you have consented via our Remote Device Access Consent Form, recordings of remote support sessions carried out using AnyDesk, stored securely and retained for up to 90 days, or longer where required to resolve a dispute or complaint. 

  • Device and usage information — your IP address, browser type, device identifiers, and information about how you interact with our website, collected automatically via cookies and similar technologies. 

Section 3 — How We Collect Your Information 

  • Directly from you — when you make a purchase, submit a support request, complete our Remote Device Access Consent Form, contact us by email, or communicate with our engineers. 

  • Automatically — through cookies, tracking technologies, and Shopify's built-in analytics when you browse or interact with our site. 

  • From Shopify as our processor — Shopify processes certain information on our behalf to operate the store, including order management and payment processing. 

  • From Shopify as its own controller — Shopify also independently collects data about your interactions across Shopify-powered stores to operate and improve its platform, where Shopify's own privacy policy applies. 

  • From third-party services — such as PayPal where used as a payment method. 

Section 4 — Legal Bases for Processing (UK/EU) 

Where the UK or EU GDPR applies, we rely on the following legal bases: performance of a contract with you, to deliver the Services you purchase and manage your account; our legitimate interests, to operate, secure, and improve our business in ways not overridden by your rights; compliance with a legal obligation, for tax, accounting, and lawful requests; and your consent, for example for session recordings and certain cookies, which you may withdraw at any time without affecting prior processing. 

Section 5 — How We Use Your Personal Information 

  • To deliver the Services — process your order, schedule and carry out sessions, configure your DNS, email, SSL, or migration, and fulfil your subscription. 

  • To manage your account and support history — keep records of services provided and communicate about your ticket or session. 

  • To process payments and subscriptions — including billing for monthly and annual Care Plans and processing refunds under our Returns & Refund Policy. 

  • To send service communications — booking confirmations, session reminders, subscription renewal notices, and refund updates for the duration of your engagement. 

  • To comply with legal obligations — respond to lawful requests, resolve disputes, and enforce our Terms. 

  • To improve our Services — using aggregated, anonymised data to understand and improve the support experience. 

  • For security and fraud prevention — verify identity and detect potentially fraudulent or abusive activity. 

We do not use your personal information for unsolicited marketing, and we do not sell your data to third parties for advertising. 

Section 6 — How We Share Your Personal Information 

We do not sell your personal information. We share it only where necessary to provide the Services or comply with the law, with: 

  • Shopify — our e-commerce platform, which processes order, payment, and account data to operate the store; Shopify's own privacy policy applies to data it processes independently (shopify.com/legal/privacy). 

  • Payment processors — such as Shopify Payments and PayPal, who process your payment securely. 

  • AnyDesk — remote access software used during support sessions, processing only the session data necessary to carry out the service. 

  • Our helpdesk provider — our ticketing system (currently Freshdesk) and, for signed forms, our e-signature provider (currently DocuSign), which process support and consent records on our behalf. 

  • Legal and regulatory authorities — where required by law, such as in response to a court order, subpoena, or lawful request. 

  • Business transfers — in a merger, acquisition, or sale, subject to equivalent privacy protections. 

Section 7 — Our Relationship with Shopify 

Our website and store are hosted by Shopify. We are the data controller for the personal information we directly collect from you in connection with the Services. When you visit our site or make a purchase, Shopify also independently collects and processes certain information about your visit and transaction to operate and improve its platform, including device, browsing, and purchase data across Shopify-powered stores. In those circumstances Shopify acts as a controller in its own right and is responsible for handling rights requests relating to that processing. For more information, visit privacy.shopify.com. 

Section 8 — Cookies and Tracking Technologies 

Our website uses cookies and similar technologies to operate correctly, remember your preferences, and understand how visitors use the site, including cookies set by Shopify as part of the platform's standard operation. Where required by law, non-essential cookies are set only with your consent, which you can give or withdraw through the cookie banner presented when you first visit and at any time thereafter. You can also control cookies through your browser, though disabling certain cookies may affect how the site functions. Further detail is provided in the cookie notice accessible from our storefront. 

Section 9 — Remote Session Recordings 

Where you have consented via our Remote Device Access Consent Form, we record remote support sessions conducted using AnyDesk for security, quality assurance, and to maintain an accurate record of the work carried out. Recordings may also assist follow-up support or help resolve complaints or disputes. They are stored securely and retained for no longer than 90 days, unless a longer period is required to resolve a dispute or complaint, in which case you will be notified. You may request a copy of your recording, or ask for it to be deleted early, by contacting support@domohelp.com. 

Section 10 — How Long We Keep Your Information 

We retain your personal information for as long as necessary to provide the Services, maintain your account, comply with legal obligations, resolve disputes, and enforce our agreements. The specific retention period depends on the type of information and the purpose for which it was collected. Where we retain records for tax and accounting purposes, this is typically for six years. When information is no longer needed, we delete or anonymise it securely. 

Section 11 — International Transfers 

We are based in the UK and primarily serve UK, European, and US clients. Some of our providers — including Shopify, AnyDesk, and our helpdesk and e-signature providers — may process or store data outside the UK or European Economic Area. Where this occurs, we ensure appropriate safeguards are in place, such as the UK International Data Transfer Agreement, the EU Standard Contractual Clauses, or reliance on an adequacy decision. If you are based in the United States, your personal information will be transferred to and processed in the United Kingdom, where data protection laws may differ from those in your state; appropriate safeguards are in place regardless of where your information is processed. We do not sell your personal information. 

Section 12 — Security of Your Information 

We take reasonable technical and organisational measures to protect your personal information from unauthorised access, loss, or misuse, including access controls and secure processing by our providers. However, no method of transmission or storage is completely secure. We recommend that you do not share sensitive information over unsecured channels and that you keep your account credentials confidential. 

Section 13 — Your Rights (UK and EU Clients) 

Depending on where you are based, you may have the following rights: 

  • Access — to request a copy of the personal information we hold about you. 

  • Correction — to ask us to correct inaccurate information. 

  • Deletion — to ask us to delete your information, subject to legal exceptions. 

  • Portability — to receive your data in a structured, commonly used format. 

  • Objection or restriction — to ask us to stop or limit certain processing. 

  • Withdraw consent — where we rely on consent, such as for session recordings, at any time without affecting prior processing. 

  • Opt out of marketing — using the unsubscribe link in any promotional email. 

To exercise any right, contact support@domohelp.com. We will not discriminate against you for doing so, may need to verify your identity, and will respond within the time required by applicable law. 

Section 14 — Your Rights (US Clients) 

Depending on your state of residence, you may have rights under laws including the California Consumer Privacy Act as amended (CCPA/CPRA), the Virginia Consumer Data Protection Act, the Colorado Privacy Act, and similar laws. These may include the right to know what personal information we collect and how it is used; the right to delete personal information, subject to exceptions; the right to correct inaccurate information; the right to opt out of the sale or sharing of personal information for targeted advertising (we do not sell or share for these purposes); and the right not to be discriminated against for exercising these rights. 

Section 15 — Exercising US Rights and Authorised Agents 

To exercise any right under applicable US state law, contact support@domohelp.com. We will respond within the time required by the law of your state. If you are a California resident, you may designate an authorised agent to make a request on your behalf, provided they supply proof of your authorisation and we can verify your identity. 

Section 16 — Children's Data 

Our Services are not intended for use by children under 18. We do not knowingly collect personal information from children. If you believe a child has provided us with their personal information, contact support@domohelp.com and we will delete it promptly. 

Section 17 — Automated Decision-Making 

We do not make decisions producing legal or similarly significant effects about you based solely on automated processing without human involvement. Where we use tools to help detect fraud or abuse, meaningful human review is applied before any significant action is taken. 

Section 18 — Marketing Communications 

We send service-related communications for the duration of your engagement because they are necessary to provide the Services. We do not send unsolicited marketing. If in future we send optional promotional communications, we will do so only where permitted, and you may opt out at any time using the unsubscribe link. 

Section 19 — Third-Party Links and Services 

Our website may link to third-party sites and tools, including AnyDesk, Shopify, and PayPal. We do not control and are not responsible for their privacy practices. You should review their privacy policies before using them. 

Section 20 — Data Breach Notification 

We maintain procedures to detect, investigate, and respond to personal data breaches. Where a breach is likely to result in a risk to your rights and freedoms, we will notify the relevant supervisory authority, and you where required, within the timeframes set by applicable law. 

Section 21 — Your Choices and Controls 

You can review and update your account information, manage cookie preferences through the cookie banner and your browser, request a copy or deletion of session recordings, and contact us to exercise any privacy right. Where you decline certain processing that is necessary to provide a service, we may be unable to provide that service. 

Section 22 — Complaints 

If you have concerns about how we handle your personal information, please contact support@domohelp.com first. If you are not satisfied with our response, you may lodge a complaint with the relevant authority: UK clients with the Information Commissioner's Office (ico.org.uk); EU clients with their local data protection authority (a list is available at edpb.europa.eu); and US clients with the Federal Trade Commission (ftc.gov), with California residents also able to contact the California Privacy Protection Agency (cppa.ca.gov). 

Section 23 — Changes to This Policy 

We may update this Privacy Policy from time to time to reflect changes in our practices, Services, or applicable law. We will post the updated policy and update the “Last updated” date, and where changes are material we will notify you by email or a notice on our website. 

Section 24 — How to Contact Us 

If you have any questions about this Privacy Policy or how we handle your personal information, contact us by email at support@domohelp.com. domohelp is the data controller of your personal information for the purposes of applicable UK, EU, and US state data protection law. 

Section 25 — Interpretation and Related Policies 

This Privacy Policy should be read alongside our Terms of Service, Returns & Refund Policy, Cancellation Policy, and Legal Notice. Words such as “including” are not limiting. If any part of this policy is found unenforceable, the remainder continues to apply. This policy does not reduce any right you have under mandatory data protection or consumer law.