The answers below are a plain-language explanation of the Terms of Service; where they differ, the Terms of Service prevail.
White screens and fatal errors (plugin conflicts, PHP version incompatibility) are handled automatically: on a copy of your site in the repair station, the system turns on debug mode, finds the plugin or theme causing the error and deactivates it (not deleted); a white screen caused by exhausted memory is fixed by raising the memory limit. After the repair, the home page and inner pages are re-verified, and only then is the result written back to your host (in WP admin mode, a repaired package is delivered instead).
Deactivated plugins are listed in the repair report; whether to re-enable them is your decision.
A corrupted roles table and being locked out by a security plugin are both within scope. These two items change site data directly: when the health check finds them they are included in the quote, and before paying the repair fee you confirm each one by ticking it in the Repair Authorization Consent Form. If the repair cannot be completed, the repair fee is refunded in full.
We can take on the fault repair, but we do not remove viruses, backdoors or malware. Program files that cause the fault or are clearly abnormal may be moved out of their original location (not deleted; the original is kept in the pre-repair backup). If you do not clean and harden the site yourself after the repair, later damage is outside the repair guarantee and refund scope.
Your site keeps running during the transfer; only the final switch and database import is a short maintenance window, measured in minutes, whose length depends on the size of your database.
How long copying your site and running the health check take depends on your host's speed; the system shows an estimate first and emails you at milestones such as health check complete and repair complete.
Repairs are made and re-verified in an isolated repair station; if re-verification fails, nothing is written back. In SSH/FTP mode, before writing back the system creates a pre-repair backup on your host and emails you its location; if verification after write-back fails, the system restores from that backup. If your host becomes unreachable during write-back or restore, the system stops and emails you, and the case proceeds under the Connection and Service Scope Consent Form. If the repair cannot be completed, the repair fee is refunded in full.
Protected tables such as members, comments, orders and form submissions are taken as structure only, never their contents; images and uploaded media stay on your host and are neither copied nor moved (program files found in the media folder are handled under the Connection and Service Scope Consent Form). The scope actually accessed is stated in the Data Access Certificate sent with the repair report or closing notice.
When the case ends, the copy in the repair station is deleted together with the station; the pre-repair backup stays on your host in your keeping. In SSH/FTP mode the program placed on your host has an expiry and stops working once it passes; in WP admin mode the plugin deactivates itself after you complete the restore in your admin.
Two-stage pricing: you first pay the health check fee (tiered by site size); after the health check the system quotes automatically based on the issues found, and the repair fee is capped by plan. Every amount is shown before you pay, and the repair starts only after you confirm.
If the repair cannot be completed, the repair fee is refunded in full; if the case closes because the health check could not be completed, or the health check finds a type we do not accept, the health check fee is refunded in full. All of these are executed automatically by the system, no request needed. Once the health check is complete and the report delivered, the health check fee is not refunded. See "How fees work" for the full rules.
There are three submission methods; the system suggests one based on your site's condition, and you may also choose yourself: in SSH or FTP mode you provide the host credentials (encrypted and sealed on arrival, unsealed only while connecting, erased when the case closes); WP admin mode needs no host credentials — you install the plugin issued on the intake page in your WordPress admin, export a repair package and upload it.
To start you need an email address that receives mail and must agree to the Terms of Service; before the connection test or plugin download you also tick each item of the Connection and Service Scope Consent Form. The free assessment needs no account and no credit card.
Sites that are not WordPress, WordPress Multisite, outdated WordPress versions, non-standard layouts such as Bedrock, sites beyond the accepted range, and sites that already have a case in progress are declined before payment, with no charge. Physically corrupted database tables only show up in the paid health check; they are a type we do not accept, and the system refunds the health check fee in full automatically.
The number of cases handled at the same time is limited; when full you can join the waitlist, and you are notified by email when a slot opens — first come, first served.
Only one case per site at a time; a new case for the same site can be opened only after the current one closes.
No. After the case ends, this service does not connect to your host without your renewed authorization. In SSH/FTP mode the program placed on your host has an expiry and stops working once it passes; in WP admin mode the plugin deactivates itself after you complete the restore in your admin. Any further work requires your renewed authorization.
Apart from the steps in this service's own flow (verification email, ticking consents, uploading the repair package, downloading the repaired package and importing it in your admin in WP admin mode, renewed authorization), you will not be asked to clear caches or change settings; whatever the system can resolve itself, it resolves itself.
Online card payment handled on the payment provider's official checkout page; this site never touches your card number. Priced in New Taiwan dollars.
There is a payment deadline after the case opens and another after the quote, both shown on the payment page; if missed, the case is automatically canceled (no charge) or automatically closed, respectively.