One-off WordPress bug fixes
24-hour money-back guarantee
Once we confirm your job and have the access and details needed to begin, we fix the agreed bug within 24 hours or refund you.
Your 24-hour deadline
Once your paid job is confirmed and we have the access and details needed, the clock runs for 24 consecutive hours.
The full fix price back
If we miss the deadline, we refund the amount paid for that one-off fix.
We still fix the bug
Your refund does not end the repair. We continue working on the agreed issue at no extra charge.
What your guarantee covers
Every separately paid one-off bug fix is covered for the agreed issue. That includes a one-off fix bought separately by a maintenance customer. Monthly subscription fees and fixes included in Shield Light or Shield Pro are excluded. Separate new issues or additional work need a separate agreement.
When the clock starts
The 24-hour period starts once your one-off fix is paid for, we have confirmed the job, and we have all the working login details, permissions and information needed to begin. We confirm the start time in your fix request. Payment alone does not start the clock. If anything needed to begin is missing or does not work, we ask you to provide it before the clock starts.
What counts as a completed fix
Your fix is complete when we have resolved the issue agreed in your fix request and checked that the affected part of your website works as expected. We explain what was fixed and the checks carried out in your request. Separate issues or extra work are outside the agreed fix and need a separate agreement.
If we miss the deadline
Contact us through your fix request or email [email protected] with its reference. We check the payment, confirmed start and completion records and process valid refunds promptly to the original payment method. The time for funds to appear depends on your payment provider and bank.
You do not have to wait for the repair to finish before receiving your refund. Please keep the website login details and permissions we need available so we can finish the repair. A refund already due under this guarantee remains payable while we complete the work.
This guarantee is additional to your statutory rights and does not limit them. The full guarantee remains in section 4.1 of our Terms of Use.
FAQ
Questions about the guarantee
What is the 24-hour money-back guarantee?
For a paid one-off bug fix, the 24-hour guarantee starts once we have confirmed the job and received all the access and details needed to begin. If the agreed issue is not fixed within 24 elapsed hours from that point, we refund the full fix price and still fix the bug at no extra charge. Maintenance-plan fixes are excluded from this money-back offer.
When does the 24-hour fix clock start?
It starts once your one-off fix is paid for, we have confirmed the job, and we have all the working login details, permissions and information needed to begin. We confirm the start time in your fix request. The clock does not start while required details or access are missing. It then runs for 24 consecutive hours, including nights, weekends and bank holidays.
Do you still fix the bug after refunding me?
Yes. If we miss the 24-hour deadline, you receive the full price paid for that one-off fix and we continue fixing the agreed bug at no extra charge. You do not have to wait for the repair to finish before receiving the refund.
Does the money-back offer cover maintenance-plan fixes?
No. It covers separately paid one-off bug fixes only, including a separate one-off purchase by a maintenance customer. Monthly fees and fixes included in Shield Light or Shield Pro are excluded. The 60-minute response guarantee still applies to every customer, 24/7.
How do I arrange a guarantee refund?
Contact us through your fix request or email [email protected] with the request reference. We check the confirmed start and completion times and refund the full price paid for the missed-deadline fix to the original payment method promptly. Bank processing time can vary. We still fix the agreed bug at no extra charge.