Frequently asked questions

Got questions? We’ve got answers.

THE CLEANUP PROCESS

How do you define a website?
When we define a website, we determine it as a full website under a unique domain name. In certain circumstances forums and subdomains are considered to be part of the main website; conversely if a website sends a URL redirect to another entirely different site, we require separate licensing. Please speak to us to determine what your licensing requirements are.
Will you clean my website if my website is already infected?
If your website is currently infected, our Emergency Repair service will remove any viruses or malware infections within 24 hours.
What do you need to clean my website?
To initiate the process of cleaning and securing your website, we will need access to your server and your files. We can do this either by FTP, sFTP. If you are not sure what types of access platforms these are, we can guide you through the process, simply speak to our administrative team who will get the required information from you. Be assured that we keep all your information and access data completely secure.
How do I start the cleanup process?
Once your order is processed we will email you instruction on getting started. For the Emergency and Automatic product we will require your server FTP details. This is explained in your welcome email. Once we have the FTP details your service will instantly be provisioned and we will start repairing and protecting your website.
Do you backup the site before cleaning?
Every potentially infected file that we need to remove a virus from is automatically backed up by us prior to removing any malware.
Will the cleanup break my website?
We recommend that your site is completely backed up on a regular basis, and every possible security plugin available for your site updated and installed on a consistent basis. With all due care and diligence, you can minimise disruption to your website. We take every possible measure to ensure that a site stays up and maintains integrity, however on occasion some problems do occur because of the process of malware removal. We will work with you to ensure that your site has minimal disruption.

CUSTOMER SUPPORT

Can I talk directly to the Support team?
Should you have any customer, administrative or sales enquiries, you can use the support ticketing system, chat, email or phone support. For all technical support enquiries, we require you to submit a technical support ticket request via our system. Your request will be responded to as soon as we are able.
Do you work every day?
We provide support 24 hours per day, 7 days per week, all year round including public holidays. Be assured that we will always be there to provide you with our backup and support.

WEBSITE ANTI-VIRUS

Do you offer refunds?
Absolutely! Should we fail to remove an infection on your website you will receive a full refund.
How do you define a website?
When we define a website, we determine it as a full website under a unique domain name. In certain circumstances forums and subdomains are considered to be part of the main website; conversely if a website sends a URL redirect to another entirely different site, we require separate licensing. Please speak to us to determine what your licensing requirements are.
What do I have to do to cancel?
If you would like to cancel your subscription with our service, we request that you submit a support request. Our administration department will be in touch to action your request. We would love some feedback as to the reasons you decided to cancel your service with us.
How do you handle WordPress Multisite installs?
Each distinct domain name requires an individual license, despite Wordpress multisite installations having a common core. Iterations or themes that have unique domain names may individually be affected or blacklisted, so to ensure we can provide the best possible service to you, we require each of your domains to have its own license.
Will you clean all the websites at the root of my user account?
If you wish to effectively have all of your websites completely secure, we recommend that you upgrade your license to cover these appropriately. Only when you have each of your websites secured by us can we completely ensure that your account is totally secure and each of your websites uncompromised.
Can I change coverage between sites?
If a website has not yet been scanned and secured by our system, it is able to be changed to a different level of coverage. If a site has already been attended to, you are not able to change that to another website, due to the scan and securing already having been initiated.
Can I upgrade and how do I do it?
We can certainly offer you an upgrade on your service options. Please submit a request via our support ticketing system and our administration members will respond to your request within 24 hours.
Do you offer volume pricing or enterprise solutions?
If you have a large scale organisation, or would like to receive a discount based on volume pricing, speak to us today about what your needs are and we will do our best to accommodate you.
Do you offer any affiliate partnerships?
Yes we do! Click here to see our partner page.
Is this a subscription service?
We offer a subscription service, or the option of an all-in-one convenient instant security package. Talk to us about what you require. Some of our options may suit your requirements at different times.
Can I cover my subdomains and test sites?
We require a separate license including subdomain, and unique website structure. If a website has various subdirectories we do attend to those, however these would logically be included as part of the structure of a main website. If you have websites that pertain to different material, with redirects to different directories and so forth, we recommend that you speak to us about what our licensing requirements are.
What about additional taxes or fees?
Some countries or states require us to declare and collect taxes on our revenue. As laws of different countries and taxation rates are subject to change, we recommend that you speak to our support representatives about determining precise rates of tax or additional fees charged dependent on your location.