What we can’t do

It’s important to remember that some hacks we encounter take several hours, and in some cases, several days to fix.  We ’stop the clock’ at eight hours on any single hack, but as we do as much of the cleanup as we can in one batch (see what we do), it’s possible that your host is has an insecurity somewhere.

Most times, on shared hosting, it’s simple to see this in your error log, so we will tell you if we’ve discovered this, and your billing will be paused there until your host repairs it.

We may not be able to fix custom code, if it is the problem – at that point, we will only charge you for securing the site and locking that code off, where possible.  If your code is the problem, we will let you know.

If your theme, or plugins stop working when you upgrade, we will do our best to recommend something similar, but we will have to bill to continue to replace this.  We will let you know if this is the case.  If you choose not to continue, you will be billed to the upgrades/clean and nothing more.