The rules of engagement.

1. About These Terms

These Terms of Service ("Terms") explain the rules that apply when you use the WPCleanPro website or purchase services from WPCleanPro ("WPCleanPro," "we," "us," or "our").

By using our website or engaging WPCleanPro for WordPress services, you agree to these Terms.

If you purchase a service, your engagement will also be governed by the written quote, scope of work, service description, email approval, or other written agreement you accept for that specific project ("Project Terms"). If there is a conflict between these Terms and the Project Terms, the Project Terms control for that project.

2. Services We Provide

WPCleanPro provides professional WordPress technical services. Depending on the scope agreed for your project, services may include troubleshooting, diagnosis, repairs, performance optimization, Core Web Vitals work, database cleanup, caching and asset optimization, plugin/theme conflict troubleshooting, website recovery, malware and security cleanup, WordPress hardening, ongoing maintenance, and related WordPress engineering services.

Not every engagement includes every service listed above. The specific work we will perform, the deliverables (if any), and any expected outcomes depend on the scope we agree with you in writing.

3. Quotes, Diagnosis and Scope of Work

Most engagements begin with an enquiry through our intake process. You may be asked to provide information such as your name, email address, website URL, a description of the problem, and other details reasonably needed to understand the issue and recommend a solution.

Depending on the situation, we may perform an initial diagnosis. Diagnosis may involve reviewing your site configuration, logs, error messages, plugin/theme behavior, hosting environment, security indicators, or other relevant technical factors.

Once we have enough information, we will provide a written scope and/or quote that typically sets out the problem we are addressing, the proposed approach, what is included (and excluded), the price, and any estimated timeline or milestones. You are responsible for reviewing the scope carefully and confirming that it matches what you want done.

If you request work outside the approved scope, or if new issues appear that were not reasonably discoverable during the initial review, we may propose a revised scope, additional fee, or a change in approach. We do not proceed with material out-of-scope work without your approval.

4. Customer Approval

Before substantial work begins, you must approve the scope and price in writing, unless an emergency situation or a separately agreed arrangement requires a different approach.

Approval may be provided by email confirmation or another written method we agree with you. If you have multiple stakeholders, you are responsible for ensuring the person approving the work has authority to do so.

5. Payment Terms

Unless we agree otherwise in writing, WPCleanPro uses a 50% upfront / 50% after approval payment structure for project-based services.

The initial payment is due before work begins. The remaining balance is due after you confirm approval of the agreed work outcomes or deliverables described in the scope.

If an invoice becomes overdue, work may be paused until the account is brought up to date. Pausing work can affect timelines and may also impact time-sensitive issues (for example, security incidents or site instability). We are not responsible for delays or consequences caused by overdue payments.

Accepted payment methods will be communicated at the time of invoicing or in your Project Terms.

6. Fix-or-Refund Policy

WPCleanPro presents a "fix-or-refund" approach. This section explains what that means in practical terms.

6.1 What "Agreed Fix" Means

An agreed fix is the specific result, outcome, or problem resolution that is described in the approved scope for your project. It is not a broad promise that everything on the website will be perfect or that unrelated issues will disappear.

Examples of an agreed fix could include: resolving a specific error that is reproducible, cleaning a defined malware infection affecting identified files/pages, restoring access to wp-admin, addressing a specific plugin conflict, or implementing specific performance improvements described in scope.

6.2 When a Refund May Apply

If you have paid for a defined scope and WPCleanPro is unable to deliver the agreed fix described in that scope, you may be eligible for a refund for amounts paid for that undelivered agreed fix.

Refund eligibility is assessed against the approved scope and the work actually performed. In some cases, we may propose alternative remedies or options (for example, a revised approach, different tooling, or a narrowed scope) before refund eligibility is determined.

6.3 Limits of the Fix-or-Refund Promise

The fix-or-refund policy does not mean we guarantee outcomes that are outside the agreed scope or outside our control. For clarity, unless explicitly agreed in writing, we do not promise or guarantee:

• Search rankings, conversions, sales, revenue, advertising performance, or business results
• A particular PageSpeed score or a particular Core Web Vitals score
• Continuous uptime
• Permanent compatibility with every plugin/theme combination
• That third-party services will behave in a particular way
• That a security cleanup will prevent all future compromise

A fix may also fall outside the original scope (and therefore outside the fix-or-refund promise) if the problem is caused or reintroduced after our work due to factors such as later site changes, plugin/theme updates, hosting changes, compromised credentials, new malware infections, third-party outages, or actions taken by someone other than WPCleanPro.

6.4 Customer Cooperation Required

To evaluate, diagnose, and deliver an agreed fix, we need reasonable cooperation. This includes timely access, accurate information, and prompt responses to approval requests where the project depends on your input. If missing access or delayed cooperation prevents completion, that may affect whether a refund is appropriate for the situation.

7. Customer Responsibilities

You are responsible for making sure WPCleanPro can do the job you approved. This includes:

• Providing accurate and complete information about the issue, past changes, and any relevant constraints. If key details are missing or incorrect, it can affect diagnosis and results.
• Providing the access needed to perform the agreed work. Depending on the project, this may include WordPress administrator access, hosting access, DNS access, database access, file access, or access to relevant third-party service dashboards.
• Confirming you own the site or have authorization to request changes. If you are acting on behalf of a client or organization, you confirm you have permission to engage us and approve work.
• Maintaining backups where practical (and ensuring you can restore them). In many cases we will recommend backups or staging workflows, but your independent backup practices remain important.
• Reviewing proposed changes when requested, providing timely approvals, and paying agreed fees according to invoicing terms.

If delays occur because access is unavailable, approvals are delayed, or third parties are involved (such as hosting providers or plugin vendors), timelines may shift. WPCleanPro is not responsible for delays caused by factors outside our control.

8. Website Access and Credentials

WordPress technical work often requires elevated access. You may need to provide temporary administrator access to WordPress, as well as technical access to hosting, DNS, or related systems.

Where practical, use temporary accounts, least-privilege permissions, and secure credential-sharing methods. Avoid sending passwords in plain email where possible.

We use the access you provide only to perform the agreed services, troubleshoot relevant issues, and complete the scope you approved. Once work is complete, you should remove temporary accounts, rotate credentials, or change passwords where appropriate.

WPCleanPro is not responsible for credentials you independently share with unrelated people, services, or vendors, or for security risks created by credential reuse or weak password practices outside our control.

9. Backups and Changes to Websites

Our services may involve changes to plugins, themes, WordPress files, databases, settings, caching systems, DNS records, or server configuration. Technical work carries inherent risk, especially on websites that are already unstable, compromised, or heavily customized.

We take reasonable care when making changes and will generally try to use sensible workflows for the situation (for example, recommending backups or staging where appropriate). However, no technical intervention is completely risk-free, and unexpected conflicts or failures can occur.

You should maintain independent backups where practical. If you do not have backups and your hosting provider does not provide reliable restore points, tell us early so we can discuss options before changes are made.

10. Malware, Security and Hacked Websites

WPCleanPro may provide security-related services such as malware cleanup, removal of suspicious files, resolving spam injections, redirect issues, blacklist recovery support, security hardening, and site recovery.

Security work reduces risk, but it cannot eliminate it. Even after cleanup and hardening, a site can be compromised again due to causes such as vulnerable plugins/themes, outdated software, weak passwords, compromised hosting accounts, stolen credentials, insecure third-party integrations, or new attacks.

Unless explicitly agreed in writing, security services do not include ongoing monitoring, incident response retainers, or a guarantee that the website will never be compromised again.

11. Performance and Core Web Vitals

Performance optimization depends on many variables, including theme architecture, plugin load, hosting resources, third-party scripts, image/media weight, caching configuration, and user traffic patterns.

WPCleanPro may work on areas such as page-load performance, asset delivery, caching behavior, database efficiency, WordPress configuration, and Core Web Vitals improvements.

Unless a measurable target is explicitly included in an approved scope, we do not guarantee a specific PageSpeed score, a specific Core Web Vitals result, search-engine rankings, conversion rates, revenue, or uptime. Performance improvements are often real and measurable, but outcomes can vary based on factors outside our control and changes made after our work.

12. Third-Party Software, Hosting and Services

WordPress websites rely on third-party systems such as hosting providers, domain registrars, CDN services, plugin vendors, theme developers, payment providers, security services, email services, and DNS providers.

We do not control third-party availability, pricing, policies, updates, compatibility, or future behavior. A third party can change, limit, or break functionality even if everything was working at the time we completed the agreed work.

If a third-party provider is required for a fix (for example, hosting-level remediation, a plugin vendor patch, or restoring from a host backup), timelines and outcomes may depend on that provider.

13. Emergency Services and Response Times

WPCleanPro may offer urgent support or advertise response targets. Unless expressly stated as a contractual service level in writing, response targets are operational goals, not guaranteed service levels.

Response time is also different from resolution time. An emergency issue may require diagnosis, coordination with hosting providers, restoration steps, and testing. The severity of the issue, the availability of access, and third-party factors can all affect how quickly a situation is resolved.

14. Client Content and Website Ownership

You retain ownership of your website content, business information, domain, and other materials you own.

WPCleanPro receives limited access only to perform the agreed service. We do not claim ownership of your website, your content, or your business data.

You are responsible for ensuring you have permission to use the content, images, software, plugins, themes, and licenses present on your site, and that your website use complies with any third-party terms that apply to you.

15. Third-Party Licenses and Plugin/Theme Rights

Many WordPress sites use premium plugins, themes, and paid services. WPCleanPro does not transfer ownership of third-party software and does not grant rights that belong to third-party vendors.

You are responsible for obtaining, maintaining, and renewing your plugin licenses, theme licenses, premium subscriptions, and other third-party software rights needed for your website. If a license expires or a vendor disables features, that can affect performance, security, and site functionality.

16. Intellectual Property

Each party retains ownership of its pre-existing intellectual property.

Any tools, methods, templates, scripts, checklists, reusable techniques, and internal processes used by WPCleanPro to deliver services remain WPCleanPro's intellectual property, even if those methods are applied while working on your site.

Customer-specific deliverables created for you as part of an approved scope (for example, custom code snippets written specifically for your site, configuration recommendations documented for your project, or a written report) are provided for your use in connection with your website. Unless otherwise agreed in writing, you may use those deliverables for your own site and internal purposes.

We do not claim ownership over your site as a whole, your theme or plugins (unless we explicitly created them under a separate written agreement), or your existing codebase. Likewise, you do not acquire ownership of WPCleanPro's pre-existing tools or internal methods simply because they were used during service delivery.

17. Confidentiality

During an engagement, both parties may receive confidential information. This can include website credentials, business information, technical configurations, security findings, customer data, and internal processes.

Confidential information should be used only for purposes connected with the service. Each party should take reasonable steps to protect the other party's confidential information and avoid unnecessary disclosure.

Confidentiality obligations do not prevent disclosures required by law, necessary to enforce rights, or needed for legitimate operational reasons tied to delivering the service (for example, working with a hosting provider when authorized and required to resolve an issue).

18. Privacy and Cookies

Personal information submitted through the website or during service delivery is handled in accordance with our Privacy Policy.

Information about cookies used on the WPCleanPro website is described in our Cookie Policy.

19. Disclaimers and Limitations

WPCleanPro provides technical services based on experience, diagnostics, and professional judgment. Because WordPress ecosystems vary widely and depend on third parties, results can never be guaranteed in every scenario.

Unless explicitly agreed in writing for a specific scope, we do not guarantee absolute security, permanent malware prevention, continuous uptime, permanent compatibility, specific rankings, specific business outcomes, exact PageSpeed scores, exact Core Web Vitals results, third-party availability, or long-term stability after unrelated changes.

These disclaimers are not intended to remove the commitments we make in an approved scope. They are here to set realistic expectations and to clarify what is and is not included when you hire a WordPress technical service provider.

20. Limitation of Liability

To the extent permitted by applicable law, WPCleanPro will not be liable for indirect, incidental, special, consequential, or punitive damages, or for losses such as lost profits, lost revenue, lost data, business interruption, or reputational harm arising from or related to the services.

Because the appropriate liability cap depends on your jurisdiction and the nature of the engagement, the limitation amount should be reviewed and set appropriately with legal counsel. Nothing in these Terms is intended to exclude liability that cannot be excluded under applicable law.

21. Indemnity

You agree to indemnify and hold harmless WPCleanPro from claims, damages, liabilities, costs, and expenses (including reasonable legal fees) arising out of or related to: (a) your unauthorized use of third-party content or software, (b) your lack of authority to request work on a website or system, (c) materials or instructions you provide that infringe third-party rights, or (d) unlawful use of the services.

This indemnity is intended to cover situations where the cause of the claim is within your control or responsibility, rather than ordinary disputes about service quality or outcomes addressed under the agreed scope.

22. Cancellation and Termination

Either party may end an engagement if circumstances make it impractical or inappropriate to continue, including where communication breaks down, required access is not provided, invoices remain unpaid, or the scope changes in a way that cannot be reasonably accommodated.

If you cancel, you are responsible for paying for work completed up to the point of cancellation, as well as any non-refundable third-party costs incurred with your authorization.

If we cancel an engagement, we will aim to do so in a reasonable and professional way, and we will address billing and any refund considerations based on the work performed and the reason for cancellation.

After a project ends, you should remove our access where appropriate by deleting temporary accounts, rotating credentials, or changing passwords.

23. Refunds

Refunds are handled based on the specific situation and should be read together with the Fix-or-Refund Policy above.

• If you cancel before work begins, any refund decision will depend on whether work has already been performed (for example, paid diagnosis time or preparation steps) and any third-party costs incurred with your authorization.
• If you cancel after work has started, amounts paid may be applied to work already completed, time spent, and any committed costs. Completed work is not refundable simply because the engagement ended early.
• Third-party fees (for example, plugin/theme purchases or hosting charges you pay to third parties) are governed by those third parties' policies and may be non-refundable.

Nothing in this section is intended to eliminate the fix-or-refund commitment for an undelivered agreed fix within an approved scope.

24. Force Majeure

WPCleanPro will not be responsible for failure or delay in performing services due to events beyond reasonable control. This can include hosting outages, major internet failures, natural disasters, government restrictions, cyberattacks, widespread infrastructure failures, and similar events.

If a force majeure event occurs, we will aim to communicate clearly about the impact on timelines and practical next steps.

25. Changes to Services and Terms

We may update our services, website, or these Terms from time to time. The latest version will be published on our website.

If you are already engaged in a specific project under accepted Project Terms, changes to these general website Terms are not intended to retroactively change the scope, price, or deliverables already agreed for that project without notice and your consent.

26. Governing Law and Jurisdiction

These Terms are governed by the laws of [Insert country/state/province]. Any disputes arising out of or relating to these Terms or services will be subject to the jurisdiction of [Insert courts or jurisdiction]. Consult legal counsel to set these fields correctly for your business.

27. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in effect to the extent permitted by applicable law.

28. Entire Agreement

These Terms, together with any Project Terms you accept (including an approved quote, scope of work, written service agreement, and referenced policies), form the agreement between you and WPCleanPro for the applicable services.

Where separately negotiated written terms apply to a specific engagement, those terms are not overridden by general website Terms unless the written agreement clearly states otherwise.