Last updated: 21 October 2026
1. Personal support with clear expectations
This agreement describes Remote Call, Home Visit, Individual membership and Family membership. Read it with the product details, your booking confirmation and our Terms & Conditions. People, properties, complexity and coverage are assessed before acceptance. NeoHero is personally delivered by one expert, your principal point of contact for remote support and home visits. Availability is discussed before work is accepted, and any specialist involvement is agreed with you first.
2. Support hours and contact
Standard weekday support hours are Monday–Friday, 9am–9pm UK local time, excluding bank holidays. Call 07984 452 784, email help@neohero.co.uk or use the website enquiry options. Messages sent outside these hours are handled when support resumes. Remote support is available across the UK; home visits depend on postcode, travel and appointment availability.
3. Response and priority
Members receive priority when arranging new support, taking urgency and existing bookings into account. Your single point of contact coordinates your requests and keeps relevant service notes so you do not have to start again each time. We arrange appointments and update you on next steps. We aim to respond to member requests within four working hours during normal support hours. The clock runs only during Monday–Friday, 9am–9pm UK local time, excluding bank holidays. This is a response target, not a guaranteed fix or arrival time. We do not promise guaranteed same-day resolution, continuous monitoring or 24/7 cover. Members also have the separate weekend emergency remote benefit described below. Other emergency or out-of-hours work requires separate agreement and availability.
Members-only weekend emergency remote assistance
Active Individual members receive four emergency remote sessions per membership year; Family members receive six shared across the covered family and homes. Each qualifying incident includes up to 30 minutes, additional to the normal monthly telephone and remote allowance. Requests can be made by telephone or WhatsApp on Saturdays and Sundays, 9am–9pm UK time, subject to the concierge’s availability.
This benefit is for urgent technology problems that reasonably cannot wait until Monday, such as suspected account compromise, loss of access to an important device or account, or essential home connectivity failing. Routine setups, training and purchasing advice remain weekday work. There is no guaranteed weekend callback, response, resolution or attendance deadline. The four-working-hour weekday response target does not apply. Assistance is remote only; weekend home visits are not included.
Further emergency remote support beyond the included 30 minutes, or after the annual sessions have been used, is £60 per 30 minutes, agreed before continuing and subject to availability. The annual allowance runs from membership activation and each yearly anniversary, is usable only while membership is active, does not roll over and has no cash value. Statutory cancellation and consumer rights remain unaffected.
4. On-demand support
Remote Call: £95 for 30 minutes of personal remote support, with extra non-member time at £95 per 30 minutes agreed first. Home Visit: £195 for the first hour, then £90 per additional 30 minutes agreed in advance. Core local travel is included. These bookings are for the agreed time and scope, rather than a promise that every fault can be fixed in that time.
5. Individual membership
£249 per month, plus a one-off £395 assessment and setup fee: one named person at one agreed local home; up to 60 minutes of telephone and remote support per membership month; two scheduled home visits of up to one hour per membership year, one in each six-month membership period; an annual technology review within an included visit; a short quarterly check-in and personal technology record; everyday AI guidance, purchasing and online-safety advice; priority booking.
6. Family membership
£399 per month, plus a one-off £595 assessment and setup fee: up to six named family members across a maximum of two agreed local homes, including parents if required; up to 120 minutes of telephone and remote support per membership month, shared; four scheduled home visits of up to one hour shared per membership year, one in each three-month membership period; an annual review at each home within included visits; a short quarterly family check-in and technology records; everyday AI guidance, purchasing and online-safety advice; priority booking.
Monthly remote allowances run from activation and reset on each monthly anniversary, with no rollover. Included home visits are spaced as above from activation and each yearly anniversary, are shared as stated, do not roll over between periods and have no cash value. Additional remote support is £60 per 30 minutes, agreed first. Additional home support is £150 per hour, then £75 per extra 30 minutes, with core local travel included. Contact your concierge to arrange included visits rather than buying an additional visit. Local travel is included in published home-visit prices, membership setup and included membership visits for agreed homes in the core area, normally within a 45-minute drive each way from Draycot Cerne. Roughly 25–30 miles is an illustrative planning guide; the confirmed address and practical route determine coverage. The postcode check at checkout assesses journey-time eligibility and adds no mileage charge. Contact us before paying for an address outside the core area. Visits around 45–75 minutes away may be arranged with a fixed travel quote agreed before booking; longer journeys are privately quoted. People and covered homes must be confirmed before membership is accepted. The checkout total and applicable taxes govern your order; no unagreed extras are added. Equipment, software subscriptions and third-party charges are separate.
Initial assessment and setup covers an agreed review of connectivity, key devices, account recovery and backup arrangements, a personal technology record and a written action plan. This is separate from planned membership visits. Existing faults and remedial work are separately quoted. Recent overlapping paid assessment work is credited by agreement before purchase.
7. Scope and technical limits
Everyday support covers advice, setup questions and troubleshooting for covered personal devices and home technology. Installations, lengthy training, major projects, specialist repairs, data recovery, equipment and emergency home attendance are separately quoted. We can help diagnose ISP or third-party problems but cannot control those providers or guarantee their recovery times. AI outputs may be inaccurate; guidance is educational and important results need independent checking.
8. Working together
Have access to the relevant device, a suitable connection for remote work and current backups where possible. Tell us about missing backups or important risks. Remain present for remote sessions, enter your own credentials and authorise significant changes before they are made. Each adult covered by a Family plan controls consent for their own data and devices. We explain findings and next steps, including when specialist work is needed.
9. If availability or service falls short
Contact help@neohero.co.uk if agreed support is not delivered. We will review the issue and arrange appropriate corrective work, rescheduling, a price adjustment or another suitable remedy. Statutory rights are not restricted to discretionary service credits. You can cancel membership at any time to stop future renewals; see our Refund Policy for cancellation and refund rights. Material changes to existing membership are notified in advance rather than applied retrospectively.
