The most common question we get about the guarantee is: what counts as "we cannot fix it?" The answer is simple and measurable. On every emergency fix, we publish a clear scope before you pay. If we cannot deliver that scope, the fix fails and the refund is automatic, no argument. Hacked recovery means a site that is malware-free, off Google's blacklists, and hardened against re-entry. Speed optimization means measurable Core Web Vitals improvement against a baseline we record on day one. If we miss, you get your money back.
Claiming a refund is deliberately undramatic. Reply to the fix confirmation email or open a support ticket in the portal. You do not need to justify, explain, or argue. Our team reviews the scope against the outcome, confirms the refund, and processes it within 5 to 10 business days back to the original payment method. No survey, no exit interview, no retention call.
A handful of things fall outside the guarantee, and we are upfront about all of them. Damage caused by client changes made after we marked a fix complete. Hosting-layer failures that are your host's responsibility to resolve (we will help you raise the ticket, but we cannot refund for outages we did not cause). Force majeure events like major DDoS attacks, DNS provider outages, or core WordPress zero-days that affect the entire ecosystem. And anything we flagged as "out of scope" before starting, which you acknowledged when you approved the quote.
For care plans, the same principle applies. Yearly refunds cover the unused months, not the months we have already worked. Monthly plans carry a 24-hour partial refund window after each bill, so you have a full day to change your mind. If a fix has already shipped inside that window we keep that specific task at its published flat price and refund the rest. Past 24 hours, cancel any time and the next charge simply never runs, no minimum term, no lock-in, no notice period.
For the full legal text, see our refund policy, which spells out every edge case a lawyer asked us to spell out. For the short version, it is the one above. If we cannot fix it, you do not pay.