Refunds and the 30-Day Guarantee

Emergency Cleanup includes a 30-day reinfection guarantee. If the same issue comes back within 30 days of the date we email you that the cleanup is done, we clean it again at no charge. If we cannot clean the site, you receive a full refund of the cleanup fee. The guarantee is not a promise that the site can never be hacked again.

What did the $499 cover?

The fee covers one cleanup of one WordPress or PHP site: removing the compromise we can reach, a plain-English incident report, hardening done during that job, a Google warning-removal walkthrough, re-scans on day 1, day 7, and day 30, and the first month of Protection after the site is clean. The 30 days in the guarantee start on the day we email you that this work is done, not on the day you paid.

What if the job is bigger than a standard cleanup?

Some sites need more than the $499 covers. If we find that after we log in, we stop before doing the extra work and email you a written estimate, with the $499 credited toward it and extra time at $125 USD an hour. If you decline, we refund the $499 in full. If you approve, the 30-day guarantee covers the approved job the same way, and the cannot-clean refund covers everything you paid for it. The full rule is on the cleanup page and in the terms.

What counts as the same issue coming back?

The same issue means the compromise described in the incident report is back within those 30 days, because it was not fully removed or because the entry that report named was not actually closed. Examples are the same spam, the same redirect behavior, the same extra administrator, or the same unwanted PHP file returning, tied to that entry. You still have the site on the host we cleaned, and you have not replaced the cleaned files with an older copy.

Email daniel@daniellasek.com with the URL and what changed. If it is the same issue, we clean it again without another cleanup fee.

What is not a reinfection we failed to finish?

A new compromise is not the same issue. Two cases are excluded by name. You install a nulled plugin or a nulled theme after the job, and the site is compromised again through that package. Or you ignore updates we told you to apply, and a new compromise uses the outdated software you left in place.

Restoring a backup from before the cleanup is also not our failure to clean. That restore puts the old files back, including the ones we removed. A password you reuse and leak again after we rotated it is a new event. So is a different site on the same hosting account, if that other site was not part of the job.

Protection is not a cleanup. It is not a way to get this guarantee without buying cleanup. A site that is already infected has to buy Emergency Cleanup before it can be monitored.

What if we cannot clean it?

If we cannot remove the compromise and leave you a clean site with the access you provided, we refund the Emergency Cleanup fee for that site in full. We will say that in writing, to the email on the job. We do not offer a partial "we tried" fee. If the host will not give access, or the authorization is withdrawn before we can finish, we stop. Email us and we will confirm in writing whether the cannot-clean refund applies. Do not pay until you are ready to authorize the work. This page does not promise a change-of-mind refund after the cleanup has started, other than the cannot-clean refund and the repeat cleanup described above.

If a Protection fee was charged for a site we had not started monitoring, and the site still needed cleanup, email us. We will refund that unused monitoring charge. The same refund applies to any earlier multi-site monitoring fee we charged and never started. Buy cleanup first. Do not buy monitoring as a substitute.

What is not refunded?

The free scan has no fee. Monitoring fees for a period we already started are not refunded mid-period, except for the unused-charge case above. Google's decision to keep a warning up is not a failed cleanup, if the site itself is clean and we completed the review walkthrough. A host that keeps an account suspended for its own reasons is not, by itself, proof we failed to clean.

Ask for a refund or a repeat cleanup by emailing daniel@daniellasek.com. The rules sit under the terms.

This is a practical draft for launch review by a lawyer, not a substitute for legal advice.