Terms of service

Terms of Service 

domohelp.com  |  Last updated: 7 July 2026 

Welcome to domohelp.com. In these Terms of Service (the “Terms”), “we”, “us” and “our” refer to domohelp, a private limited company registered in England and Wales (company registration number 17345895 ), trading as domohelp.com and based in Manchester, United Kingdom. We operate this website and online store, powered by Shopify, to provide remote IT support services including DNS configuration, email client setup, SSL certificate installation, website migration, email migration, hourly technical support, and Care Plan subscriptions (together, the “Services”). 

Please read these Terms carefully. They set out your rights and responsibilities when using the Services and contain important provisions on scope, subscriptions, liability, and dispute resolution. By visiting, interacting with, or purchasing from us, you agree to be bound by these Terms, our Privacy Policy, our Returns & Refund Policy, our Cancellation Policy, and, where applicable, our Remote Device Access Consent Form, all of which form part of the agreement between you and us. If you do not agree, please do not use the Services. 

Section 1 — Eligibility and Account 

By agreeing to these Terms, you confirm that you are at least 18 years of age, or the age of majority in your jurisdiction, and that you have the legal capacity to enter into a binding agreement. If you are purchasing on behalf of a business or other organisation, you confirm that you have authority to bind that entity, and references to “you” include that entity. 

To use the Services you may be asked to provide your name, email address, and billing and payment details. You confirm that all information you provide is accurate, current, and complete, and that you are entitled to provide it. You are solely responsible for maintaining the security of your account credentials and for all activity carried out under your account. You may not transfer, sell, or assign your account to any other person. 

Section 2 — Business and Consumer Customers 

The Services are aimed primarily at businesses. Where you purchase as a business customer (including a sole trader, partnership, or company purchasing for purposes relating to your trade, business, craft, or profession), the consumer-specific rights referred to in these Terms — including the statutory 14-day cancellation right — do not apply to you, and the provisions expressed to apply to business customers govern our relationship. 

Where you purchase wholly or mainly outside your trade, business, craft, or profession, you are a consumer, and nothing in these Terms removes or reduces the statutory rights that apply to you and that cannot lawfully be excluded. Where a term is expressed to apply only to consumers or only to business customers, it applies accordingly. 

Section 3 — Our Services 

We provide remote IT support services to individuals and businesses. Our current offerings include: 

We make every effort to describe the Services accurately. However, service descriptions, pricing, and availability may change at any time at our discretion and without prior notice. We may discontinue any service, or limit availability to particular regions or clients on a case-by-case basis. Remote support sessions are carried out using AnyDesk or similar remote access software; before any session begins you will be required to complete our Remote Device Access Consent Form for that session. 

Section 4 — Services Not Included (Out of Scope) 

Unless we expressly agree otherwise in writing, the Services do not include, and we accept no responsibility for providing: 

Where resolving your issue would require any of the above, we will tell you, and any additional work will be quoted and agreed separately before it is carried out. 

Section 5 — Orders and Bookings 

When you place an order or book a service you are making an offer to purchase. We reserve the right to accept or decline any order at our discretion, and your order is not accepted until we confirm acceptance and payment has been successfully processed. Please review your order carefully before submitting it. Once an order is accepted, we may be unable to accommodate changes or cancellation requests except as provided in our Returns & Refund Policy and Cancellation Policy. If we decline, amend, or cancel an order, we will contact you using the details you provided. Any entitlement to a refund is governed solely by our Returns & Refund Policy, which forms part of these Terms. 

By placing an order or subscribing to any service, and by accepting these Terms at checkout, you expressly agree to and accept our Returns & Refund Policy and our Cancellation Policy, each of which is incorporated into and forms part of these Terms by reference. This applies to all customers, in the UK, EU, and United States, and to both consumers and business customers. It covers one-time services, the Essential Care and Premium Care plans, and the Professional Care 12-month commitment, including the refund windows, the tiered refunds for one-time services, the support allowances, and the Professional Care lock-in and non-refundable renewal payment. Where a service has its own separate checkout confirmation, such as the immediate-performance request for one-time services or the Professional Care acknowledgement in Section 9.6, that confirmation applies in addition to this general acceptance. 

Section 6 — Prices, Taxes, and Billing 

Prices may change without notice. The price for a service is the price displayed at the time your order is placed and confirmed in your order confirmation. Prices shown do not include applicable taxes unless expressly stated; where VAT or other tax applies, it will be added and shown at checkout. We may offer promotions or discounts from time to time, which may be governed by separate terms that prevail over these Terms to the extent of any conflict. 

You confirm that all payment information you provide is accurate and complete, that you are authorised to use the payment method, and that charges incurred will be honoured by your payment provider. For Care Plan subscriptions, by subscribing you expressly authorise us to charge your payment method on a recurring basis at the applicable interval (monthly for Essential and Premium; monthly across a 12-month commitment for Professional) until the subscription is cancelled in accordance with these Terms, our Cancellation Policy, and our Returns & Refund Policy. 

Section 7 — Failed Payments 

If a subscription payment fails, we will attempt to notify you using the contact details held on your account and may re-attempt the charge. We reserve the right to suspend access to your Care Plan if payment remains outstanding. If the outstanding amount is not resolved within seven (7) days of the failed payment, we may suspend or cancel the subscription. For Professional Care, suspension or cancellation for non-payment does not by itself discharge amounts properly due for the committed 12-month term, subject to your mandatory rights and to our duty to mitigate. 

Section 8 — Service Delivery 

The Services are delivered remotely. Session times and delivery timelines are estimates and are not guaranteed. Some services — including DNS configuration, website migration, and email migration — depend on actions taken by third parties such as domain registrars or hosting providers that are outside our control, and we are not responsible for delays caused by third parties or by factors beyond our reasonable control. We may reschedule a session with your prior consent where necessary, and any change to a scheduled session will be confirmed in writing by email or through our ticketing system. 

Our support and ticketing operate through our helpdesk (currently Freshdesk) and by email to support@domohelp.com. Our support hours are 9:00 a.m. to 7:00 p.m. UK time on business days. We aim to respond to requests as soon as reasonably practicable during these hours and, for Premium Care, to give the highest priority of the three tiers; we do not otherwise guarantee a fixed response time unless separately agreed in writing. 

Section 9 — Care Plan Subscriptions 

We offer three Care Plan tiers. The key terms are set out below and in our Cancellation Policy and Returns & Refund Policy, which should be read together with this Section. 

9.1 Definition of a support request 

A “support request” means a single, discrete support issue raised through our helpdesk or by email and handled to resolution or reasonable conclusion. A request comprising several closely related questions about the same underlying issue counts as one request; distinct, unrelated issues count as separate requests. Monthly support allowances do not roll over: any unused allowance in a billing month expires at the end of that month and does not carry forward. 

9.2 Essential Care 

Billed monthly. Includes up to five (5) support requests per month. May be cancelled at any time before the next billing date, subject to our Returns & Refund Policy and Cancellation Policy. 

9.3 Premium Care 

Billed monthly. Includes unlimited support requests subject to the fair use provisions in Section 9.5, with the highest priority of the three tiers. May be cancelled at any time before the next billing date, subject to our Returns & Refund Policy and Cancellation Policy. 

9.4 Professional Care — 12-month annual commitment 

Professional Care is an annual commitment billed monthly at £40 per month for twelve (12) months, and includes up to ten (10) support requests per month. By subscribing you commit to the full 12-month term and you cannot opt out or cancel during that term; access and monthly billing continue for the full twelve months. Because this affects your cancellation rights, at checkout you must separately confirm the acknowledgement set out in Section 9.6 before payment can be completed. 

At the end of the 12-month term, Professional Care renews automatically for a further 12-month term on the same basis unless you notify us before renewal that you do not wish to continue. We will send a renewal reminder before each automatic renewal. Following an automatic renewal, you may cancel within five (5) days of the renewal payment date to stop the subscription continuing; however, the renewal payment already taken is non-refundable, and after that five-day window the renewed term is locked in for the full twelve months on the same basis as the original term. 

Where you are located in the United States, the Professional Care commitment and its automatic renewal apply to you as contractual terms once you accept these Terms and complete the Section 9.6 acknowledgement. Some US states regulate automatic-renewal subscriptions and require clear disclosure of renewal terms and an accessible way to cancel; our renewal reminder and our email cancellation route at support@domohelp.com are intended to meet those requirements, and nothing in this Section removes any mandatory right you have under the law of your state of residence. 

9.5 Fair use (Premium Care) 

Unlimited support under Premium Care is subject to fair use. Fair use means use consistent with the normal and reasonable needs of a single business or individual account. As an indicative guide, fair use would not ordinarily exceed the equivalent of a few active support requests in any given week averaged across the month; this is a guide and not a hard cap. Fair use does not permit sharing, resale, or use of a single plan across multiple businesses, brands, or unrelated domains, nor automated or bulk submission of requests. Where use is excessive, repetitive, abusive, or otherwise inconsistent with fair use, we may, acting reasonably, review, prioritise, throttle, or limit requests, and we will notify you and discuss appropriate alternatives, which may include moving to a bespoke arrangement. 

9.6 Checkout acknowledgement for Professional Care 

“I understand that Professional Care is a 12-month subscription billed monthly. I request that DomoHelp begin providing the service 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 the service has been performed. I understand that I cannot cancel during the 12-month term, that the subscription renews automatically, and that after any renewal I have five days to cancel, but the renewal payment is non-refundable.” 

Section 10 — Client Responsibilities 

To enable us to carry out the agreed service effectively, you agree to: 

Failure to meet these responsibilities may result in the session being unable to proceed, or in a reduced or partial refund where work cannot be completed due to your non-cooperation, in line with our Returns & Refund Policy. 

Section 11 — Remote Access and Session Recording 

Remote sessions are conducted using AnyDesk or similar software under the Remote Device Access Consent Form applicable to that session. You may choose Full Access or Screen Share Only, and you may end any session at any time by disconnecting within the remote access software, which immediately ends our access. Where you consent, sessions may be recorded for security, quality assurance, and record-keeping; recordings are handled in accordance with our Privacy Policy. 

Section 12 — Intellectual Property 

The Services, including all text, graphics, images, logos, tools, and content, are owned by domohelp or its licensors and are protected by UK, EU, and applicable international intellectual property law. These Terms permit you to use the Services for your own personal or business use only. You must not reproduce, distribute, modify, or create derivative works from any material on the Services without our prior written consent. The domohelp name, logo, and brand are our trademarks. Shopify's name, logo, and trademarks belong to Shopify Inc., and all other third-party trademarks belong to their respective owners. 

Section 13 — Feedback 

If you submit feedback, reviews, or suggestions, you grant us a perpetual, worldwide, royalty-free licence to use, reproduce, modify, publish, and distribute that content for any purpose connected with operating, improving, and promoting the Services. You confirm that you own or are entitled to submit the feedback, that it is accurate, and that it does not infringe any third-party right or contain unlawful content. We may, but need not, monitor or remove feedback at our discretion. 

Section 14 — Optional Third-Party Tools 

We may provide access to third-party tools as part of the Services. These are provided “as is” without warranties of any kind, we have no control over them, and we accept no liability for their use. Any use of optional third-party tools is entirely at your own risk, and you should review the terms of any such tool before using it. 

Section 15 — Third-Party Links 

The Services may contain links to third-party websites. We are not responsible for the content, accuracy, or practices of any third-party site, and accessing them is at your own risk. Concerns about third-party products or services should be directed to the relevant third party. 

Section 16 — Relationship with Shopify 

Our store is powered by Shopify, which enables us to operate the online store and provide the Services. All sales are made directly with domohelp. Shopify is not responsible for any aspect of your purchase or for any loss or damage arising from your use of the Services, and by using the Services you release Shopify and its affiliates from any claims arising from your transactions with us. 

Section 17 — Privacy 

All personal information collected through the Services is handled in accordance with our Privacy Policy, available at domohelp.com. Certain personal information is also subject to Shopify's own privacy policy. We encourage you to read our Privacy Policy before using the Services. 

Section 18 — Prohibited Uses 

You may use the Services for lawful purposes only. You must not use the Services: 

We may suspend or terminate your access to the Services at any time if we determine that you have breached this Section. 

Section 19 — Automated Agents 

This Section applies if you use, allow, or enable any automated software or service (an “Agent”) to access or interact with the Services. No Agent may access the Services unless it clearly identifies itself as an Agent in all HTTP/HTTPS requests, including the Agent's name in the user-agent string. Agents must not conceal or misrepresent that interactions are automated, including by mimicking human behaviour or bypassing CAPTCHAs, and must respond truthfully to any prompt asking whether they are human or automated. We may limit or block Agent access by technical or other means at our discretion. 

Section 20 — Termination 

We may terminate these Terms or your access to the Services at any time at our discretion. You will remain liable for any amounts properly due up to the date of termination. Where we terminate access during an active paid subscription term without cause, a pro-rata refund of prepaid fees for the unused portion of the current term may be considered at our reasonable discretion; where termination is due to your breach, no refund will be due. The Sections concerning Intellectual Property, Feedback, Disclaimer of Warranties, Limitation of Liability, Indemnification, Severability, Governing Law, and Privacy survive termination. 

Section 21 — Disclaimer of Warranties 

The Services are provided in good faith and with reasonable care and skill. Except as expressly stated, and subject to your mandatory statutory rights, the Services are provided “as is” and “as available”, and we do not guarantee that they will be uninterrupted, error-free, or meet your specific requirements in every case. Nothing in this Section removes any statutory right you have as a consumer under the laws of England and Wales, including under the Consumer Rights Act 2015, or equivalent EU or US consumer protection law applicable to you. Where a service is not carried out with reasonable care and skill, your rights under applicable consumer law are unaffected. 

Section 22 — Limitation of Liability 

To the fullest extent permitted by law, our total liability to you for any loss or damage arising from your use of the Services is limited to the value of the service fee you paid for the specific service giving rise to the claim. We are not liable for any indirect, incidental, consequential, or special loss, including loss of profits, loss of data, or loss of business, whether arising in contract, tort, or otherwise. Nothing in these Terms limits or excludes our liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any liability that cannot lawfully be excluded or limited, including statutory consumer rights under the Consumer Rights Act 2015 or equivalent EU or US consumer protection law. Where you are a business customer, you agree that this allocation of risk is reasonable given the nature and price of the Services.