Frequently asked questions

It depends entirely on the infection, so we will not put a number on it before looking. Some sites are clean in a few hours; a deeply compromised e-commerce site can take days. You get a timeline once we have assessed it, and we tell you straight away if it changes.

We take a complete backup of your files and database before we start, and you keep a copy. Where an infected file also contains legitimate code, we clean it rather than delete it. If something genuinely cannot be saved, we tell you before acting.

A scanner will usually find the obvious payload. What it tends to miss is the backdoor — a small, innocuous-looking file that lets the attacker straight back in after you have cleaned up. That is why sites get reinfected days later.

We need file-level access, which usually means SFTP or a hosting control panel login, plus a WordPress administrator account. Send credentials through a secure channel and change them once the job is finished.

We specialise in WordPress and that is where we do our best work. If your site is on something else, tell us what it is and we will give you an honest answer about whether we are the right people.

Yes. Once the site is verifiably clean we lodge the review request through Search Console and follow it up. The timing of the delisting is Google’s to control, not ours, but we see it through.

Every plan includes a cover period — 30 days on Emergency Clean, 90 on Clean & Harden. If the same infection returns in that window we deal with it at no charge.

Australia. You are dealing with Australian business hours and Australian pricing, in dollars, with GST handled properly.