Last updated: 20 October 2026
1. A straightforward approach
This policy covers Remote Call, Home Visit, Individual membership and Family membership. It supplements your legal rights and does not replace them. Contact us if support has not met what was agreed. Neoform Ltd, trading as Neo Hero, Unit 8, Lake Farm, Draycot Cerne, SN15 4SQ. Email help@neohero.co.uk or call 07984 452 784.
2. Your 14-day cancellation right
For qualifying online, telephone and off-premises service contracts, you can cancel without giving a reason within 14 days after the contract is made. Tell us clearly by email, phone or post before the period ends. You may use the form below, but do not have to. If you call, we recommend also emailing so you have a record.
If you want service to start during this period, we will obtain a separate express request before starting and explain the cancellation consequences. If you then cancel after work has begun, we may charge only a lawful, proportionate amount for what was supplied, provided the required information and request were obtained. For a fully completed one-off service, the cancellation right ends only if you gave the required prior consent and acknowledged that consequence. We do not treat a general terms checkbox as this separate request.
3. Cancelling membership
You can cancel at any time in your account or by emailing help@neohero.co.uk. This stops future monthly renewals; membership normally remains available until the end of your paid period. After the cooling-off period, cancellation for a change of mind does not normally produce a refund for the unused part of that month. This does not affect rights where we fail to provide the agreed service, charge incorrectly or bill after effective cancellation.
Monthly remote allowances reset each membership month and do not roll over. Included home visits are spaced across the membership year: one per six-month membership period for Individual and one per three-month membership period for Family. Unused visits have no cash value and do not roll over between periods. We do not retrospectively charge for properly used included home visits or weekend emergency remote sessions just because you cancel. During a statutory cancellation period, any deduction must follow the proportionate-service rules above.
The one-off assessment and setup fee (£395 Individual; £595 Family) pays for an agreed onboarding service and is not automatically non-refundable. If cancelled before that service begins, we refund its unused charge and unincurred travel. If work has started, any deduction must reflect services actually supplied and follow the statutory cancellation rules above where applicable. Cancelling future monthly renewals does not itself undo an assessment properly supplied; rights for service failures and billing errors remain.
Weekend emergency remote sessions are a membership benefit: four per membership year for Individual or six shared for Family, up to 30 minutes per incident, additional to the normal monthly remote allowance. They are available only while membership is active, subject to availability on Saturdays and Sundays, 9am–9pm UK time. Unused annual sessions do not roll over or have cash value. This does not limit rights where an agreed service is not supplied or statutory cancellation rules apply. Any additional emergency remote time at £60 per 30 minutes must be agreed before continuing.
4. Appointments and travel charges
Contact us as soon as possible if you need to cancel or rearrange a remote call or home visit. If a one-off service is cancelled before it begins, we will refund its unused service charge and any unincurred travel charge. For partly supplied work, we will explain any lawful deduction. We do not apply an automatic no-show fee under this policy.
Core local travel is included in home visits, membership onboarding and included visits for agreed covered homes. The postcode check assesses local journey-time eligibility without adding a mileage charge. Wider visits require a fixed travel quote agreed before booking. If we cancel without an agreed replacement, we refund the unprovided paid service and any separately paid travel charge not incurred. If an address or calculation error is reported, we investigate and correct any overcharge. No automatic mileage charge is deducted from a cancelled travel-inclusive local visit.
5. If something goes wrong
Services must match what was agreed and be carried out with reasonable care and skill. Where the law requires, we will repeat or correct work without extra charge, within a reasonable time and without significant inconvenience. If that is impossible or cannot be done as required, you may be entitled to a suitable price reduction, which can be a full refund. An unresolved technical fault does not automatically mean poor service, but we will assess the work and your rights fairly.
6. Requesting and receiving a refund
Email help@neohero.co.uk with your name, order number, service date and a short explanation. Do not include passwords, banking codes or card details. Refunds go to the original payment method unless another method is expressly agreed without extra cost to you. Statutory service-cancellation refunds are made without undue delay and within 14 days of notice; other legally required refunds follow the applicable deadline. Your payment provider may need processing time before funds appear.
7. Optional cancellation form
To: Neoform Ltd trading as Neo Hero, Unit 8, Lake Farm, Draycot Cerne, SN15 4SQ; help@neohero.co.uk.
I give notice that I cancel my contract for the following service or membership:
Service / order reference:
Ordered on:
Consumer name:
Consumer address:
Date:
Signature (only if sent on paper):
For plan scope see the Terms & Conditions and Service Level Agreement.
