A clear agreement before any work

Permission first

I only work on sites you own or are authorised in writing to manage. I may ask for proof before starting.

Scope and quote

We agree the scope and the quote in writing before any work. Anything extra is proposed to you and only done with your approval.

Access

Once you approve the quote, you give me the access the job needs through a private channel, ideally a temporary account. I use it only for the agreed work, and I recommend changing passwords or removing the temporary account after handover.

Backups

I take a copy of the current state before changing things whenever the hosting allows it. Regular backups stay the site owner's responsibility unless we agree otherwise.

What can't be guaranteed

Nobody can guarantee a site will never be hacked again. I remove what I find, deal with the cause we identified, and explain any remaining risk.

Lifting a hosting suspension or updating search results is up to those providers, and I don't promise dates for them.

Confidentiality

I treat whatever I see on your site as confidential, and never publish a case that identifies you or your site without permission. Cases shown on this site are anonymised.