Cancellation policy

Cancelling stops future billing. In line with our Returns & Refund Policy: no refund is given on any payment where cancellation is requested more than five (5) days after that payment; a partial refund applies where work on a request has started but is not yet finished; and no refund applies where the work has already been completed, though you may still opt out of future billing. Any support request already in progress will be completed where reasonably possible within the current billing period. 

Cancellation confirmation 

Once processed, we will send written confirmation to the email address associated with your account, stating the date your subscription will end and confirming that no further payments will be taken. 

Price changes 

We reserve the right to change Care Plan prices. Any change will be communicated before your next renewal date, giving you the opportunity to cancel before the new price takes effect. 

3. Professional Care — Annual Commitment (Paid Monthly) 

Professional Care is a 12-month annual commitment billed monthly at £40 per month. Its cancellation terms differ significantly from the monthly plans. 

During the 12-month term 

Once you have subscribed and confirmed your checkout acknowledgement, you are committed to the full 12-month term and cannot cancel or opt out during that period; access and monthly billing continue for the full twelve months. Before subscribing, you must separately confirm at checkout: 

“I understand that Professional Care is a 12-month subscription billed monthly at £40 per month. I request that my access begin 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 access has been provided.” 

At the end of the 12-month term 

At the end of your term, your subscription renews automatically for a further 12 months unless you notify us beforehand that you do not wish to continue. We will send a renewal reminder before the renewal date, giving you the opportunity to cancel before the new term begins. 

Cancelling after auto-renewal 

If your subscription renews automatically, you may cancel within five (5) days following the renewal payment date. Cancelling within this window stops the subscription continuing and no further payments will be taken; however, the renewal payment already taken is non-refundable. After the five-day window, the renewed term is locked in on the same basis as the original 12-month commitment. 

How to cancel Professional Care 

All cancellation and non-renewal requests must be made by email to support@domohelp.com. To notify us that you do not wish to renew, or to cancel within the five-day post-renewal window, please email us as early as possible. Once processed, we will send written confirmation stating the date your subscription will end. 

Price changes on renewal 

We reserve the right to change the Professional Care price at renewal. Any change will be communicated in advance as part of your renewal reminder, giving you the opportunity to cancel before the new price takes effect. 

4. Technical Support & Custom Requests (Hourly) 

Technical Support & Custom Requests is billed at £60 per hour, and you are only charged for time actually worked. If you wish to stop the engagement at any point, any hours not yet worked will be refunded in full, and you will only be charged for hours genuinely spent up to that point. All cancellation requests must be made by email to support@domohelp.com. 

5. US Customers 

These cancellation terms apply to customers located in the United States, whether purchasing as an individual or on behalf of a business, in full and on the same basis as they apply to other customers, once you accept our Terms of Service at checkout. They are contractual terms we set rather than rights derived from UK or EU law, so they bind US customers regardless of location. 

The statutory 14-day cancellation right referred to in this policy and in our Returns & Refund Policy is a UK and EU consumer right and does not apply to US customers, as there is no equivalent federal cooling-off right for online IT support services in the United States. The cancellation windows in this policy, including the five-day post-payment and post-renewal windows and the Professional Care 12-month commitment, therefore apply to US customers as commercial terms. 

Nothing in this policy removes any mandatory right you may have under the law of your state of residence. Several US states regulate automatic-renewal subscriptions, typically requiring clear disclosure of renewal terms and a straightforward way to cancel. Our Professional Care renewal reminder and our email cancellation route are intended to meet those requirements, and where a mandatory state-law right applies to you, this policy is read subject to it. Where you purchase as a business, those consumer-specific state protections generally do not apply. 

6. General 

All cancellation requests must be submitted by email to support@domohelp.com. We are unable to process cancellations made by phone, live chat, or any other means. Please include your order or ticket reference number to help us locate your account quickly. For full detail on how refunds are calculated, see our Returns & Refund Policy. Following cancellation of any subscription or service, your personal data and support history will be retained and deleted in line with our Privacy Policy.