Refund Policy

Refund Policy

Last updated: 2026-02-26

This Refund Policy explains when refunds may be available for services purchased from WP Security Response ("we", "us"). By purchasing our services, you agree to this policy in addition to our Terms of Service.

1. Service categories

Our work is typically delivered in stages. Refund eligibility depends on the stage and whether work has started.

• Diagnosis / Assessment: fixed‑price investigation and written report.
• Cleanup / Recovery: malware removal, hacked site restoration, and security hardening actions.
• Maintenance: ongoing updates, monitoring, inspections, and monthly support time (if included in your plan).

2. Diagnosis / Assessment fees

• If you cancel before we begin work, you may request a full refund.
• Once work has started, the diagnosis fee is generally non‑refundable.
• After a diagnosis report has been delivered (uploaded/emailed/shared), the diagnosis fee is non‑refundable.

Reason: diagnosis is professional labor and includes the time spent investigating, documenting findings, and preparing deliverables.

3. Cleanup / Recovery (one‑time projects)

For cleanup or recovery fees (the second stage), refund rules depend on whether remediation work has started:

• If you cancel before remediation begins, you may request a full refund for that remediation payment.
• If remediation has started, we may offer a partial refund at our discretion, based on completed work and delivered artifacts.
• If remediation is substantially completed or final deliverables have been provided, the fee is generally non‑refundable.

4. What is not refundable

• Completed diagnosis work and delivered reports.
• Labor already performed on cleanup/recovery and related documentation.
• Third‑party costs you purchased separately (hosting, licenses, premium plugins, domains, CDNs, email services, etc.).
• Delays or failures caused by third‑party services outside our control.

5. Maintenance plans

Maintenance services are billed as described on your plan page or invoice. Unless otherwise stated in writing:

• You may cancel future maintenance at any time by email (before the next billing date/invoice).
• Payments for an active maintenance period are generally non‑refundable once the period has started, because time and resources are reserved.
• If you were billed in advance and no work has started for that period, you may request a refund for that period.

6. Client access and cooperation

Refunds may be denied if we cannot deliver the service due to missing access, inaccurate credentials, or lack of required approvals. If access is delayed, we can often reschedule the work instead of cancelling.

7. How to request a refund

Email us at service@wpshieldpro.com with your invoice ID, domain, and a short explanation. Please request refunds within 7 days of the relevant payment date where possible.

8. Refund method and timing

Approved refunds are returned to the original payment method where possible. Processing times depend on your payment provider and bank (often 5–10 business days).

9. Chargebacks and disputes

If you have an issue, contact us first and we will try to resolve it quickly. If a payment dispute or chargeback is filed, we will provide documentation of the agreed scope, communication, and delivered work (including reports and logs) to the payment provider.

This policy is provided for transparency and does not limit any rights you may have under applicable law.