Remove malware, restore access and recover a compromised WordPress website.
Terms of Service
These terms apply to services provided by Dr Web, a trading name of Vibes Web Design (ABN 77 627 196 589), Level 2, 283 Normanby Road, Port Melbourne VIC 3207. Questions about these terms can be sent to help@drweb.com.au.
Care Plans
Care Plans (Essential, Business and Commerce) are provided month to month and billed monthly in advance. You may cancel at any time by written notice; cancellation takes effect at the end of the current paid month. Fees already paid are not refunded for part months. Every new Care Plan begins with a one-off onboarding audit, charged separately.
Support hours included in a plan apply to the calendar month they relate to and do not roll over. Work beyond the included hours, or outside the plan scope, is quoted and only performed after your approval.
Hack-Cleanup Guarantee
1. Who it applies to. The Hack-Cleanup Guarantee applies only to websites on an active, fully paid Business Care or Commerce Care plan. It does not apply to Essential Care or to websites not covered by a Care Plan.
2. What it covers. If a covered website is compromised by malicious code, unauthorised access, spam injection or malicious redirects during the plan term, Dr Web will investigate the incident, remove the malicious code and unauthorised access we identify, restore the website to a working state (from a clean backup where appropriate) and provide a written summary of findings, at no additional charge.
3. Limit. The guarantee covers one incident per website in any rolling 12-month period, starting from the date the plan begins. Related reinfections arising from the same root cause within 30 days of completion are treated as part of the same incident. Further incidents in the same period are quoted at a 10% discount on our standard recovery rates.
4. When the guarantee starts. The guarantee begins only after the onboarding audit is complete and any issues identified in it have been resolved. A compromise that existed before the plan started, or that is found during the onboarding audit, is not covered and is quoted separately.
5. Exclusions. The guarantee does not cover incidents caused or materially contributed to by:
- compromise of your hosting account, server, control panel or other websites on the same hosting account that Dr Web does not manage;
- stolen, shared or weak credentials held by you, your staff or third parties, or compromise of your own devices or email accounts;
- plugins, themes, code or changes installed or made by anyone other than Dr Web without our prior agreement;
- you declining, delaying or reversing an update, security recommendation or configuration change we have advised in writing;
- unpaid or suspended plan fees at the time of the incident;
- denial-of-service attacks, domain or DNS hijacking, or failures of third-party services, payment gateways or hosting providers.
6. What is not included. The guarantee covers technical clean-up and restoration only. It does not include data or revenue loss, legal or regulatory notification, forensic reporting for insurance or legal proceedings, search engine ranking recovery beyond submitting a review request, or rebuilding content that cannot be recovered from available backups.
7. Your responsibilities. To use the guarantee you must notify Dr Web promptly once you become aware of a suspected compromise, provide any access we reasonably require, and follow our reasonable instructions during recovery, including resetting credentials.
8. Consumer rights. Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded.
