Refund Policy

1. Full Refund — If We Cannot Clean Your Site

If our team is unable to fully remove malware from your website after attempting the cleanup, you are entitled to a 100% full refund of the amount paid. This situation is rare — we have successfully cleaned thousands of sites — but we will always be upfront with you if we encounter an issue we cannot resolve.

2. 30-Day Re-infection Guarantee

If malware returns to your site within 30 days of our completed cleanup, and it is caused by the same original vulnerability we addressed, we will clean it again free of charge. To qualify:

• The reinfection must occur within 30 days of the completion date
• You must have followed the security recommendations in your cleanup report
• You must have updated any plugins, themes, or CMS software we flagged as vulnerable
• The reinfection must be through the same attack vector, not a new unrelated vulnerability

3. Cancellation Before Work Begins

If you cancel your order before our team has begun work on your site, you are entitled to a full refund. To cancel, email us at [email protected] with your order number as soon as possible. Orders are typically started within 1–2 hours of placement.

4. Cancellation After Work Has Begun

Once our security engineers have begun work on your site, we cannot offer a full refund as significant time and expertise has been invested. In this case:

• If work is less than 25% complete: 75% refund
• If work is 25–75% complete: 50% refund
• If work is more than 75% complete: no refund (work is considered substantially delivered)

We will always discuss this with you fairly and transparently on a case-by-case basis.

5. Non-Refundable Situations

Refunds will not be issued in the following situations:

• You provided incomplete, incorrect, or misleading information about your site
• You did not provide the required access credentials in a timely manner
• The site was reinfected after our cleanup due to failure to follow our security recommendations
• The malware returned via a new, unrelated vulnerability introduced after our cleanup
• You change your mind after work is completed

6. How to Request a Refund

To request a refund, email us at [email protected] with:

• Your order number (e.g. FM-XXXXXXXX)
• The reason for your refund request
• Any relevant screenshots or evidence

We will respond within 2 business days. Approved refunds are processed within 5–10 business days back to your original payment method.

7. Disputes

We always prefer to resolve issues directly. Before raising a dispute with PayPal or your card issuer, please contact us first — we are committed to fair resolutions and respond quickly to all issues.

8. Contact

[email protected]  |  Contact Form