Cleanup Terms

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These Terms govern the delivery of Pragmio’s WordPress Malware Cleanup service. By paying for the service, you agree to these Terms.

1. Service description

We provide incident response for compromised WordPress sites: containment ("lockdown"), identification and removal of malicious code, database sanitation, patching and hardening, and delivery of an evidence report. Plans: Standard (~24h) and Emergency (~3h). Start times are measured from when payment and required access are both received, and depend on the current queue.

2. Access & authorization

• You authorize Pragmio to access your systems to the extent reasonably required (temporary WP admin, SFTP/SSH or cPanel/Plesk, hosting/WAF).
• You confirm you have the right to grant such access and that doing so does not violate any applicable policy or law.
• You will revoke or rotate access after completion; we will request this in the report.

3. Backups, data integrity, and no liability for data loss

• You are responsible for maintaining up‑to‑date, restorable backups of your site and database before work begins.
• Where backups are unavailable, we may create a best‑effort snapshot before changes. This is not a guarantee of completeness or restorability.
• Pragmio is not liable for any data loss, corruption, downtime, or loss of business, whether direct or indirect, arising from or related to the cleanup, including backup failures or pre‑existing issues.

4. Evidence report and warranty

• We provide an evidence pack with timestamps, file diffs, DB queries, scanner screenshots, and key actions taken.
• Warranty: one re‑clean within 14 days for the same initial infection vector identified in our report.
• Warranty exclusions include: new/unrelated compromises; re‑infection from reused/compromised credentials or devices; server/host‑level breaches; continued use of nulled/pirated software; cross‑account outbreaks on shared hosting (unless isolated/migrated); new vulnerabilities introduced after delivery.

5. Payment, taxes, and refunds

• Payment is upfront via Stripe. Prices include VAT where applicable; VAT invoices are available on request.
• Refunds: If we are unable to deliver a clean bill of health (as defined in the evidence report), we will refund you in full for the cleanup fee. Subscription/maintenance fees are excluded.
• Chargebacks initiated without giving us an opportunity to complete warranty work may void the warranty.

6. Dependencies and third parties

• We may rely on third‑party services/tools (e.g., Stripe, hosting providers, Cloudflare, scanners). We are not responsible for outages or decisions made by those parties (e.g., blacklist review timing).
• We do not control Google Safe Browsing or hosting reputation systems; review/whitelisting timing is outside our control.

7. Customer responsibilities

• Provide timely, accurate access and information (including recent changes) and remain available for approvals during work.
• Remove nulled/pirated software and apply recommended updates; failure to do so may void the warranty.
• On shared hosting, isolation or migration may be required for warranty coverage.

8. Confidentiality and data handling

• We treat credentials and data confidentially and use them only to deliver the service. Operational artifacts may be retained up to 90 days for warranty and audit, then deleted, unless law requires longer retention.
• Sensitive information in reports may be redacted or summarized.

9. Limitations of liability

To the maximum extent permitted by law, Pragmio’s total liability for any claim related to the service is limited to the amount you paid for the cleanup. In no event are we liable for indirect, incidental, special, consequential, exemplary, or punitive damages; lost profits; loss of data; loss of revenue; loss of goodwill; service interruption; or system/hosting failures, even if advised of the possibility of such damages.

10. Indemnity

You will indemnify and hold Pragmio harmless from claims, damages, liabilities, costs, and expenses (including reasonable attorneys’ fees) arising out of your data, instructions, or breach of these Terms.

11. Force majeure

We are not liable for delays or failure to perform due to events beyond our reasonable control, including provider outages, force majeure, war, labor disputes, cyberattacks, or acts of government.

12. Termination

Either party may terminate for material breach if not cured within a reasonable time. Sections on confidentiality, liability, indemnity, and governing law survive termination.

13. Governing law

These Terms are governed by the laws of Poland, without regard to conflict‑of‑laws principles. Exclusive venue is the competent courts of Poland.

Contact

Email: marcinp@pragmio.com • Phone: +48 501 093 775