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Malware Cleanup Terms of Service

The following is a description of GreenGeeks’s Terms of Service (TOS) for the GreenGeeks malware cleanup service.

Cleanup Turnaround

GreenGeeks will provide its best effort to fully repair your website in a timely manner from the time your payment is received. Payment of any applicable fees may be requested prior to any cleanup services being performed, at GreenGeeks’ discretion.

Once cleanup is confirmed, any applicable fees will be automatically invoiced and charged to your credit card on file.

A prompt cleanup depends on your active participation and timely replies to any GreenGeeks emails.

GreenGeeks asks that you reply to any of its emails during the cleanup as promptly as possible. If a reply is required to complete cleanup and we do not receive an update within a reasonable time period, GreenGeeks reserves the right to cancel your cleanup request.

GreenGeeks will be the sole and final arbitrator with regard to response times.


At this time, GreenGeeks’s cleanup service is only available for WordPress installations hosted on GreenGeeks shared, reseller, and Managed VPS platforms. The service encompasses malware cleanup and software updates for all active WordPress installations, as well as WordPress themes and plugins available from the repository.

Third-party Software

In some cases, closed source or premium licensed software, such as themes and plugins, may be damaged and must be replaced. Under such circumstances, GreenGeeks may, at its sole discretion, remove or deactivate such software, which may need to be reinstalled by a licensee.

You understand and agree that GreenGeeks is not responsible for any issues arising from the removal or deactivation of such software.

Nulled WordPress Themes and Plugins

The use of unlicensed software is a violation of the GreenGeeks Terms of Service. If a website is infected due to the use of unlicensed software (i.e. WP_VCD), GreenGeeks reserves the right to assess an additional cleanup fee on a per-site basis.

Any premium themes and plugins that are unlicensed will be removed during the cleanup process.

Repeat use of unlicensed software on the GreenGeeks network can result in the termination of your GreenGeeks services.

Customer Data and Files

GreenGeeks web servers are specifically intended to support hosted websites and are not designed as an efficient backup or storage solution. Please note that GreenGeeks’s Excessive Resource User Policy and Unlimited Features Policy applies to any and all GreenGeeks cleanups.

GreenGeeeks may at its sole discretion remove any websites that are not in use, including unused WordPress websites and website backup archives. GreenGeeks will attempt to retain this data for up to five (5) days but makes no guarantees of infected data retention.

Customers are strongly encouraged to remove any unused websites or website software prior to cleanup escalation.

No Guarantee

While GreenGeeks will do its best to assist you with cleanup, please note that perfect results are never guaranteed. This process varies based on the level of infection and other factors.

Once a website is repaired, it is solely the responsibility of the site owner to maintain the site including any and all site software, components, and credentials. You understand and agree that GreenGeeks is not responsible for any damages or issues that arise from the GreenGeeks cleanup service.

GreenGeeks requires customers to keep all website software up to date and secure as per our Terms of Service. You understand and agree to maintain all software and password updates to prevent future compromises.

Repeat Compromises

GreenGeeks is not responsible for the re-infection of your website after cleanup. Customers are urged to update all website software and passwords after cleanup has been completed to prevent another re-infection.

If a customer is found to have been compromised after a cleanup, GreenGeeks reserves the right to disable the offending website(s) again until the issue can be permanently resolved.

Refunds and Cancellation

All sales for GreenGeeks cleanup services are final. Once the cleanup has been started, no refunds are available regardless of completion status or site functionality. Customers are unable to cancel their request if cleanup has been started.

Customers are free to use their included cleanup during their first thirty (30) days of service. However, customers that utilize their included cleanup within the first 30 days and then cancel their services will have $25 deducted from any applicable refunds to cover administrative cleanup time.

GreenGeeks reserves the right to modify these terms at any time. Please check this page to ensure that you are aware of the latest information regarding the TOS.

Your use of the GreenGeeks cleanup service constitutes acceptance of these terms. You agree to be bound by all of GreenGeeks’s terms of service that are applicable to your account, including any limitations of liability, indemnification, and other legal stipulations.

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