In order to close your account completely you will need to submit a Support Request.
For your security, all cancellation requests must be initiated via the ticketing system. Please log in to your dashboard and open a Product Support ticket for the billing team. Once they receive the request, the administrative team will ask for the reasoning and then confirm the account has been cancelled. You can open a support ticket here.
Before you cancel your subscription, you must disable the firewall if it has been activated. If you do not perform this step then your DNS records will still point to your firewall IP instead of your server.
Refunds are only available within 30 days of purchase and will only be issued in case a manual malware removal was not completed. On all other cases, you can cancel the account, but a refund will not be provided.
We guarantee our work, so if your site gets reinfected we will clean it up again until it is 100% clean. But you also have to do your part and keep your sites updated, change passwords and follow our recommendations.
If you do not follow our recommendations, we will not clean it up again until they are done.