Service Requirements & Terms Summary
If you have any questions about how our services work, please contact us or review our FAQ before purchasing. To ensure consistent results and fair pricing for all clients, our services are delivered according to the terms below and we generally cannot make exceptions.
Access & Information Required
To complete malware removal and verification efficiently, we require complete access at the time service is requested. At a minimum, this typically includes:
- Hosting control panel access (or server access where applicable)
- FTP/SFTP or file manager access
- CMS/application admin access (if applicable)
- Database access when needed for investigation and cleanup
Missing or incomplete credentials may delay remediation and can impact turnaround times. If you prefer not to provide certain access, we can discuss alternatives; however, limited access may prevent us from fully validating cleanup or providing time-based guarantees.
Service Scope and “Site” Definition
Our pricing and service scope are based on web applications, not pages.
A “site” may include:
- A primary domain (e.g.,
yoursite.com) - A subdomain (e.g.,
store.yoursite.com) - A separate application located in a subdirectory (e.g.,
yoursite.com/store/)
Some subdirectories are part of one site; however, if a directory contains a separate application installation (WordPress, Drupal, a shopping cart, forum, etc.), it is treated as an additional site/application.
If you are unsure how many applications you have, please ask before purchasing, we’re happy to help you select the correct option.
Purchasing the Correct Coverage
If your hosting account contains multiple sites/applications, service must be purchased for each affected application you want included.
If a client purchases coverage for fewer sites/applications than are present or infected on the account, we reserve the right to take one of the following actions:
- Proceed with service only for the purchased scope, or
- Invoice for the additional applications requiring coverage, or
- Cancel and refund the order (where applicable)
Please note: If only part of a compromised hosting account is covered, we may be unable to provide monitoring, re-cleanup coverage, or time-based guarantees due to reinfection risk from uncovered applications.
Why We May Recommend Cleaning the Entire Account
In many cases, malware spreads across an entire hosting account through shared permissions, compromised credentials, or persistence mechanisms. When the overall account environment is compromised, cleaning only a single application may not be sufficient and reinfection can occur.
We can provide limited-scope cleanup when requested; however, ongoing monitoring or guarantees may not apply unless all infected applications within the hosting environment are addressed.
Moving Sites After Cleanup
Coverage can follow a site if it is moved to an equivalent hosting environment without introducing additional, unrelated sites/applications.
- If a site is moved from a single-site account to a multi-site account and reinfection occurs due to other compromised sites on the new account, we will notify you and may pause monitoring or coverage until the environment is remediated.
- Continued coverage requires that the hosting environment remains secure and compliant with the service terms.
Turnaround Time & Google Warnings
For eligible service levels, we aim to complete cleanup and verification within 24 hours, subject to required access and scope.
Please note:
- Google Safe Browsing warnings may remain visible for 24–48 hours after cleanup while Google processes the review.
- We can assist with Google-related remediation steps. Other search engines’ warning processes are handled by the site owner.
Backups, Restorations, and Changes During Service
- If you do not have backups, we will do our best to restore your website to a functional state; however, we cannot guarantee recovery of missing content or customizations that were overwritten or destroyed by malware.
- Restoring from a backup during or after remediation may reintroduce malware. If a restoration overwrites remediation work or reintroduces compromised files, additional cleanup may require a new purchase.
- If credentials are changed during an active monitoring period, you must notify us promptly so we can continue providing coverage.
Credentials, Permissions, and Security Settings
To protect your site, we may adjust credentials, permissions, or security settings. These changes are made to reduce risk and support monitoring.
- Reverting to known-compromised passwords or loosening file permissions can re-open attack paths and may void monitoring coverage.
- If access is revoked during an active monitoring period, monitoring services will be discontinued.
Hosting & Maintenance Responsibilities
Website security is shared between the website/application and the hosting environment.
- We can harden and secure websites against common external threats; however, we cannot guarantee protection against compromises originating from unrelated sites on the same hosting account, compromised local devices, credential theft, or hosting provider failures.
- If we recommend critical upgrades or remediation steps and they are not completed within a reasonable timeframe, we may suspend monitoring coverage due to elevated risk.
Payments & Chargebacks
If a chargeback or payment reversal is initiated, monitoring services will be suspended immediately. Reactivation may require resolution of the dispute and an administrative fee of 49.00.
Final Note
These policies exist to ensure we can deliver consistent, high-quality remediation and to protect both our clients and our team during time-sensitive security incidents.
By purchasing services, you acknowledge and agree to these terms.