Frequently Asked Questions

Getting Started

After you submit your order you will be redirected to your account page. From there you can use the dedicated support area to start secure, live messaging with our agents who will guide you through the next steps.

We work quickly to minimize downtime and get your site back to normal. The time required depends on a few factors, including site size, the type and severity of the infection, how much cleanup is needed, and your host’s server capacity and access. After an initial assessment we will provide a clear timeline and the next steps for remediation.

After successfully submitting your order, you will be redirected to your order page within your account. On this page, you will find a secure and encrypted form where you can provide the necessary access credentials for your order. You have full control over managing these access credentials, allowing you to update or delete them as needed

There are several common signs that a site may be infected. If you notice any of the items below, treat it as suspicious and get a professional check.
  1. Unexpected redirects to other sites.
  2. New or changed content you did not publish, especially spammy pages or links.
  3. Browser warnings such as “Deceptive site ahead” or “Site may be hacked.”
  4. Sudden drop in search traffic or being removed from search results.
  5. Unusual admin users, or locked-out admin accounts.
  6. Performance problems or high CPU usage with no clear cause.
  7. Security scanner or host alerts reporting infections or blacklisting.

Professional services ensure thorough and effective removal of malware, identify vulnerabilities, and implement robust security measures to prevent future attacks. They save time, ensure comprehensive protection, and minimize the risk of reinfection.

Service Query

No matter the extent of the damage, our mission is to swiftly and securely restore the website to its original condition. Additionally, we implement advanced security measures to ensure its protection.

Yes, including:
  1. Google safe web
  2. Norton
  3. McAfee

One service order covers one website recovery. If you require multiple websites recovered, please let us know in chat to discuss.

We will secure the website and lift the suspension for you. To contact your hosting provider, we may require additional information.

We will recover the website, fortify it for optimal security, and take swift action to remove any indexed spam pages from Google search within 24 hours. For assistance with Google-indexed page removals, please contact us via chat.

We mitigate DDoS attacks using Cloudflare firewalls. We audit and construct effective firewall rules to safeguard the website from malicious DDoS attempts. Our team can identify the attackers’ methods and create effective firewall rules based on analytical data.

We recover websites from any kind of infections and attack, including but not limited to:
  1. Malicious redirect.
  2. Website defacement.
  3. Backdoors/Web shell.
  4. Pharma hacks.
  5. Japanese keywords hack.
  6. SEO spam / hidden backlinks.
  7. Phishing content.
  8. Social engineering content.
  9. XSS – Hidden malicious links.
  10. DDoS attack.

Yes, along with malware removal, we implement comprehensive security measures to protect your website. This includes regular security updates, firewall configuration, malware scanning, and monitoring for suspicious activities.

Warranty & Refund

Yes, we provide post-removal support to address any concerns or issues that may arise after the malware removal process. Our team is available to assist you and provide guidance on security best practices.

To keep your service warranty valid, please follow these requirements:
  • (A) Follow our remediation and hardening recommendations, and do not install nulled or pirated themes or plugins.
  • (B) Keep WordPress core, themes and plugins up to date and apply critical security patches promptly.
  • (C) Do not host other insecure or unmaintained sites on the same hosting account or control panel.
  • (D) Do not restore old backups that may contain malware without consulting us first.
  • (E) Do not remove or disable security controls we applied, such as WAF rules, .htaccess/Nginx rules, or other protections, without consulting us.
What the warranty covers:
  • (A) Reassess and clean the site at no additional cleanup fee.
  • (B) Repair any remaining backdoors or persistence mechanisms related to the original infection.
  • (C) Verify the site is clean and provide follow-up checks to confirm stability.

If you believe you are eligible for a refund, we handle claims quickly and professionally. Follow these steps so we can review and resolve your request as fast as possible.
1. Confirm eligibility
  1. Refunds are considered within the 30-day warranty or satisfaction window and only if warranty conditions were followed.
  2. If the issue is a reinfection, we will usually attempt to remediate it first under the warranty before approving a refund.
2. Submit your refund request

Send a message to support via your account or email support@securewp.com

  1. Your name and order number (or the email used to order)
  2. The affected site URL
  3. A clear reason for the refund request and any supporting evidence (screenshots, error messages, or logs)
  4. A short summary of any steps we already took together and whether you followed our recommendations
Once approved, refunds are processed promptly. The time for funds to appear depends on your bank or payment provider and typically ranges from 5 to 10 business days.
Common exclusions
Refunds will not be issued for issues caused by:
  1. Failure to follow the warranty conditions (for example installing nulled plugins after remediation).
  2. Restoring infected backups or running actions that reintroduce malware.
  3. Problems outside our scope such as third-party API breaches or host-level incidents beyond our control.