Last updated: 21 October 2026
1. Who we are and what these terms cover
Neoform Ltd, trading as Neo Hero, Unit 8, Lake Farm, Draycot Cerne, SN15 4SQ. Email help@neohero.co.uk or call 07984 452 784. These terms apply to new consumer bookings for our remote support, home visits, Individual membership and Family membership. Your order confirmation, agreed scope, Service Level Agreement, Refund Policy and, for remote sessions, Remote Access Consent should be read together. Nothing here removes your statutory rights.
2. Choosing and booking support
You must be at least 18 and have authority to request work on the relevant devices, accounts and property. Tell us your needs and any access requirements. A purchase does not reserve an immediate appointment: we arrange a suitable time with you. Home visits depend on coverage and availability; the map shows an approximate radius, not a guarantee of attendance. If we cannot provide a purchased service, we will offer a suitable alternative or refund the undelivered service.
3. Prices and travel
Remote Call costs £95 for 30 minutes; additional non-member remote time is £95 per 30 minutes, agreed first. Home Visit costs £195 for the first hour; additional non-member home support is £90 per 30 minutes, agreed before continuing. Active Individual and Family members use their included remote allowance first; additional remote help is £60 per 30 minutes by arrangement. Additional member home support is £150 per hour, then £75 per additional 30 minutes, agreed before continuing; sign in to access the member home-visit price. Contact us to arrange included visits rather than purchasing additional support.
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 map’s 25-mile circle is illustrative and does not define a drive-time boundary. Bristol addresses are assessed individually; Oxford, Cardiff and longer journeys require prior arrangement. 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.
4. Individual membership
£249 per month, plus a one-off £395 assessment and setup fee, covers one named person at one agreed local home. It includes 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), a short quarterly check-in, a personal technology record, everyday AI guidance, online-safety and purchasing advice, and priority booking. The annual technology review takes place within one included home visit.
5. Family membership
£399 per month, plus a one-off £595 assessment and setup fee, covers 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 are shared across the covered family. Four scheduled home visits of up to one hour are shared across the homes per membership year (one in each three-month membership period). An annual review at each home takes place within those included visits. A short quarterly family check-in, family technology records, everyday AI guidance, online-safety and purchasing advice, and priority booking are included. Each adult must authorise access to their own devices and data.
Your initial assessment and setup
The one-off setup fee is charged alongside the first monthly payment and funds an agreed review of connectivity, key devices, account recovery and backup arrangements, a personal technology record and a written action plan. It is separate from included membership visits. Existing faults and remedial work are quoted separately. Core local travel is included for the agreed covered homes; any wider travel supplement must be agreed before booking. Any overlap with a recent paid NeoHero assessment is credited by agreement before purchase. The fee is for a service, not an automatically non-refundable deposit; cancellation and refund rights apply as set out in the Refund Policy.
6. Membership scope and availability
Everyday support means practical advice and troubleshooting for covered personal technology. Standard weekday support hours are Monday–Friday, 9am–9pm UK local time, excluding bank holidays. We aim to respond to member requests within four working hours during these hours. This is a response target, not a guaranteed resolution or attendance deadline. Support is arranged around existing appointments. Priority booking means preference over new non-member requests, taking urgency and existing commitments into account; it does not mean instant, guaranteed same-day or 24-hour attendance.
Installations, major projects, extended training, specialist repairs, data recovery, equipment and emergency home attendance require a separate quote and agreement. Other out-of-hours work outside the included weekend remote benefit also requires separate agreement. We will discuss work beyond everyday support before charging. Please contact us before joining to agree people, properties, coverage, complexity and availability; larger arrangements are quoted privately. NeoHero is personally delivered by one expert, who is your principal point of contact and provides remote support and home visits. Availability is explained before work is accepted. Any specialist involvement is discussed with you first; if your concierge is unavailable, the next practical step is agreed with you.
A membership year runs for 12 months from activation and each anniversary. Remote allowances reset each membership month and do not roll over. Included home visits are spaced across the year: one per six-month membership period for Individual and one per three-month membership period for Family. Book while membership is active; unused visits do not roll over between periods or have cash value. Cancellation creates no retrospective charge for properly used included visits. If our availability prevents delivery of an agreed included service, contact us so we can arrange an appropriate remedy.
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.
7. Renewals and cancellation
Membership renews monthly until cancelled. You can cancel at any time through the subscription controls in your account or by emailing help@neohero.co.uk. Cancellation stops future renewals and access normally continues to the end of the period paid for. Outside statutory cancellation rights, part-used monthly periods are not normally refunded simply because you change your mind. Billing errors, service failures and statutory remedies are handled under the Refund Policy. Existing subscriptions are not repriced retrospectively by this page.
For qualifying online, telephone and off-premises purchases, you normally have a 14-day cooling-off period from entering the service contract. Before starting within that period, we will obtain your express request and explain any proportionate charge on cancellation. A one-off service loses its cooling-off cancellation right only when fully performed with the required prior consent and acknowledgement. Buying a service or accepting these terms alone is not an express request to start early. Full instructions and a cancellation form are in the Refund Policy.
8. Safe and effective support
Keep current backups where possible and tell us if data is not backed up. We will discuss material risks and obtain agreement before destructive changes, resets, software purchases or other significant work. Enter your own passwords and authentication codes. Remote access is session-specific and can be stopped at any time. We use reasonable care and skill, but cannot promise every issue is repairable or control third-party outages. AI guidance is educational; outputs may be inaccurate and should be checked before important decisions.
9. Changes, complaints and responsibility
Contact us promptly to rearrange an appointment. We do not impose an automatic cancellation or no-show fee under these terms; any separately proposed charge must be clearly explained, agreed in advance and fair. If we need to reschedule, we will agree another time or refund undelivered work where appropriate.
We are responsible for foreseeable loss caused by our failure to use reasonable care and skill or comply with the contract. We do not exclude liability for death or personal injury caused by negligence, fraud, or anything that cannot lawfully be excluded. Consumer remedies remain available; there is no blanket exclusion for data loss. These consumer plans do not include business systems or business-loss cover unless separately agreed.
Send complaints to help@neohero.co.uk with your order reference and the outcome you seek. We will investigate and propose a fair remedy. These terms are governed by the law of England and Wales, without removing mandatory protections or court rights available where a UK consumer lives. Material changes to ongoing membership will be notified in advance with an opportunity to cancel before they take effect; new terms do not remove rights under an existing order.
