Last updated: 20 October 2026
1. Who looks after your information
Neoform Ltd, trading as Neo Hero, Unit 8, Lake Farm, Draycot Cerne, SN15 4SQ. Email help@neohero.co.uk or call 07984 452 784. We are the controller of personal information used to run this website and provide our private technology concierge services.
2. Information we use
We collect contact and account details, billing and service addresses, postcodes, orders, membership status, payment references, enquiries and relevant support notes. Membership onboarding and continuing care also use an agreed technology record, key device and connectivity details, recovery and backup arrangements, an action plan, named covered people and properties, visit and remote-time allowances, annual weekend emergency-session usage, and check-in records. We do not ask you to place passwords or authentication codes in this record. For home visits, your postcode and address are used to check coverage and journey-time eligibility from our base, agree any wider visit quote and arrange attendance. Support may involve device details, diagnostic logs and information visible on your screen. Website systems may collect IP addresses, browser information, security logs and cookie preferences.
3. Why we use it
We use information to answer enquiries, take bookings, deliver remote and home support, administer Individual and Family memberships, assess local coverage and agree wider travel arrangements, process payments and manage cancellations. Our lawful basis is taking steps you request before a contract and performing that contract. We rely on legal obligations for required accounting and regulatory records, and legitimate interests for proportionate security, fraud prevention, service records and handling complaints. Where consent is required for optional cookies or marketing, you may withdraw it at any time.
4. Discreet personal support
We only ask for information relevant to your request. Please close unrelated private documents before remote support and enter passwords yourself. Do not send passwords, banking codes or payment-card details in an enquiry. For Family memberships, each adult remains in control of their own devices and information; paying for a plan does not grant access to another person’s private data.
5. Providers and sharing
Information may be handled by our website and hosting providers, WooCommerce account and order systems, payment providers such as Stripe/WooPayments or PayPal where used, email and communication services, postcode or routing services (including Google routing services) used to assess journey-time eligibility and plan agreed visits, and the remote-support provider agreed for your session. Security and spam-prevention tools may also process technical information. These providers receive information needed for their role; some also act as independent controllers. We may disclose information to advisers or authorities where necessary and lawful. We do not sell personal information.
Some providers may process information outside the UK. Where this involves a restricted transfer, appropriate UK transfer safeguards must apply, such as adequacy arrangements or approved contractual safeguards. Contact us for information about the providers and safeguards relevant to your service.
6. AI guidance
AI training can involve a third-party AI service chosen with you. We explain relevant privacy settings and risks. Do not submit confidential or sensitive information to an AI tool during training unless this has been specifically discussed and authorised. An AI provider’s own privacy terms also apply to your account.
7. Retention and security
We keep account and support information while it is needed to provide and administer your service, then review it against outstanding work, complaints, legal claims and record-keeping obligations. Accounting and transaction records are retained for the applicable statutory period. Unneeded diagnostic material is deleted when the support purpose ends. Backups may retain information until their normal replacement cycle. Cancellation does not automatically erase records that must lawfully be kept. We use access controls and other proportionate safeguards, but no online system is risk-free.
8. Your choices and rights
Depending on the circumstances, you can ask for access, correction, erasure, restriction or portability of your information, and object to processing based on legitimate interests. You can withdraw consent without affecting earlier lawful processing. We may need to confirm your identity and normally respond within one month; any lawful extension or exemption will be explained. Providing booking and billing information is necessary for us to fulfil an order.
Contact help@neohero.co.uk about privacy or to exercise your rights. You may also complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint/.
9. Cookies and changes
See our Cookie Policy for the current cookie list and use Manage consent to change optional choices. This notice may be updated when our services or processing change; the date above identifies this version.
