Guarantee
The WP Guard guarantee is the promise behind our managed service. When your website is covered, keeping it safe is our job, not yours. This page explains, in plain English, how the guarantee works, who it is for, and what it does and does not cover. The full legal terms form part of our Terms and Conditions.
Which plan the guarantee applies to
The guarantee applies to the Guaranteed plan only: our managed hosting and security service. It does not apply to the free scanner or the Pro plugin on their own. Those are self-serve tools that help you see and understand your site’s security. The guarantee is what we add when our team takes on the ongoing protection of your website.
Who qualifies
- You are subscribed to the Guaranteed plan and your account is in good standing.
- Your website has passed our clearance scan (see below).
- You are meeting your responsibilities as set out on this page and in the Terms.
How your website becomes covered: the clearance scan
Before the guarantee begins, our team runs a full malware and hack clearance scan on your website, along with a health check of backups, updates, hosting and administrator access. This is run by our team as part of joining Guaranteed, and it is different from the free self-serve scanner.
If the scan finds an existing compromise or malware, that needs to be cleaned first as a one-time recovery. Where that work is needed we quote it separately. Once your site is confirmed clean, cover begins from that date, and your website starts from a known-good state.
What the guarantee covers
While your site is covered, this is what we stand behind:
- Continuous monitoring. We watch your website around the clock, so we will often know there is a problem before you do.
- A defined response. When something serious happens, we respond within 24 hours, around the clock, and stay on it.
- Recovery help. If a covered website is compromised, our team helps repair and restore it.
- Malware cleanup of a covered website that is compromised while under cover.
- Restoration from backup where a clean restore point is the right way to recover the site.
- Managed updates that keep your software current without breaking your site.
What the guarantee does not cover
So that the promise means something, some things sit outside it:
- The free scanner and the Pro plugin used on their own, without the managed Guaranteed plan.
- Damage caused by changes made by you or a third party outside our management, where those changes cause the problem.
- Loss caused by credentials shared or exposed outside WP Guard, or by third-party services, plugins or themes we have advised against.
- Content, data or customisations you have not given us access to protect or back up.
- Events outside reasonable control, such as a hosting provider or third-party platform outage where we do not host the site.
What happens if a covered website is compromised
- We detect or you report it. Continuous monitoring means we often see it first. If you notice something, contact us straight away.
- We respond. Within 24 hours, around the clock, a real person begins work.
- We contain and assess. We work to limit the impact and understand what happened.
- We clean and recover. We remove the malware, and repair or restore the website from a clean state.
- We help you get back to normal and advise on preventing a repeat.
Your responsibilities
- Give us the access we reasonably need to protect and recover your site, and keep it current.
- Do not make or authorise changes that undermine the protection we provide without telling us.
- Keep your own copies of anything you cannot afford to lose. We take backups as part of the service, but you remain responsible for your content.
- Use the service lawfully and keep your account details accurate and secure.
Cancellation and its effect on cover
You can cancel at any time. Cover continues until the end of your current paid term and then ends when your subscription ends. Once cover ends, the guarantee no longer applies. How refunds work for the current term is set out in our Refund and Cancellation Policy.
Limitations
Security is about reducing risk, not eliminating it. No provider can promise a website will never be attacked. The guarantee is a commitment to monitor, respond, and help you recover a covered website, within the terms set out here and in our Terms and Conditions. It is a protection service, not a regulated insurance product. Our liability is limited as described in the Terms, and nothing here excludes rights you have under the Australian Consumer Law.
How to request help or make a claim
If your covered website has a problem, or you think it may be compromised, contact us at support@wpguard.ai and tell us it is urgent. A real person will respond. If you are on the Guaranteed plan, this is exactly what cover is for.