Last updated: 20 October 2026
1. Your permission, each session
Remote support allows Neo Hero to help with your device while you remain in control. This notice explains the permission we ask you to give; reading this page, buying support or holding a membership does not by itself grant remote access. Before each connection, we agree the purpose, the tool to be used and your permission to proceed. 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. What you authorise
For the agreed session only, you authorise the technician to view your screen and, where you explicitly enable it, control the device to diagnose the reported problem and carry out agreed support. This may involve viewing relevant settings, running diagnostic tools and making routine changes within the agreed scope. We explain significant actions, such as installing or removing software, transferring a file, resetting a device or deleting data, and obtain specific agreement before proceeding.
3. Before we connect
Confirm you own the device or have authority to permit support. For family or shared devices, obtain the relevant adult’s permission; a Family membership does not authorise access to another adult’s private accounts. Back up important files where possible, and tell us if you have no current backup. Close unrelated documents, private messages and sensitive applications. Keep your own control of banking, payments, passwords and authentication codes.
4. How access stays under your control
Remain present and able to see what is happening. You can pause or end access at any time using the remote tool or by asking us to disconnect. We do not enable unattended or persistent remote access as part of these standard services. A future session needs fresh permission. At the end, we disconnect and explain how to close or remove the support tool if you wish. If access is stopped before the work is complete, we will explain what remains and any next steps.
5. Privacy and records
We do not record your screen or audio as part of standard remote support, and we do not ask to retain passwords or authentication codes. We avoid unrelated personal content. Any diagnostic logs, screenshots or files genuinely needed for the task are discussed with you before collection or transfer. We may keep relevant support notes and a record of your permission, subject to our Privacy Policy. The chosen remote-support provider may process connection and technical information under its own terms.
6. Risks and responsibilities
Technical work may involve interruption, restarts, compatibility issues or a risk to existing data. We discuss significant foreseeable risks and use reasonable care and skill. Tell us about critical files, encryption, business use or other restrictions before work starts. This consent does not waive your statutory rights or excuse negligent work. No particular outcome can be guaranteed, especially where hardware, connectivity or third-party services are involved.
7. Starting the session
Before connecting, we ask you to confirm: “I have authority to allow access to this device. I understand the agreed purpose of this session, will remain present and can stop access at any time. I authorise Neo Hero to connect for this session and carry out the agreed support.” We record your confirmation with the service details.
Permission for remote access is separate from any request to begin a paid service during a statutory cooling-off period. If relevant, we ask for that request and explain its effect separately before starting. See the Refund Policy and Service Level Agreement.
