Hacked Site Repair Terms

Turnaround time

North Florida Web endeavors to fully repair your website within 48 hours from the time your payment is received. North Florida Web asks that you reply to any of its emails within 12 hours to ensure a prompt repair of your site. If a reply is not received from you within 12 hours, then the repair is effectively “paused” until North Florida Web hears back. North Florida Web will still do its best to complete the process as soon as possible from that point on.


At this time, North Florida Web’s Hacked Site Repair service is only available for single-site WordPress installations hosted on North Florida Web shared, VPS, WordPress, and Managed Dedicated Server platforms. The service encompasses one website.

Customer data and disk usage

The storage systems on North Florida Web web servers are specifically intended to support hosted websites and are not designed as an efficient backup or storage solution. Please note that North Florida Web’s Acceptable Use Policy and Unlimited Policy apply to any and all hacked site repairs.

Refund policy

The one-time charge for the Hacked Site Repair service is refundable if North Florida Web is unable to repair your website within the quoted time frame as a result of North Florida Web’s own internal delays. However, the following activities nullifies any claim to a refund:

  • Failing to respond to any information requests and emails for more than 12 hours once the repair process is initiated.
  • Interference with the repair process or taking over the repair process yourself.
  • New compromises or malicious activity after a cleanup is completed.

No guarantee

While North Florida Web strives to do its best during the repair, please note that perfect results are never guaranteed. This is a manual process that varies based on the unique situations every website faces. That said, North Florida Web will do its very best to repair your website. Once a site 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 North Florida Web is not responsible for any damages or issues that arise from the Hacked Site Repair service.

Single site per user

Prior to requesting the Hacked Site Repair service, you must ensure that the site is isolated under its own unique FTP/SFTP/SSH username. Should a site be under a user with other content, North Florida Web at its sole discretion may move a site being cleaned to a new SFTP user.


If you decide to cancel the ‘Hacked Site Repair’ service for any reason, please let North Florida Web know promptly so its support team can prevent any interference with your own site activity and plans. Keep in mind, a refund is not available if North Florida Web has already initiated the process (see Refund policy above).


North Florida Web 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 Hacked Site Repair service constitutes an acceptance of these terms. You agree to be bound by all of North Florida Web’s terms of service that are applicable to your account, including any limitations of liability, indemnification, and other legal stipulations.