Terms of Engagement

Effective 31 July 2026

1. Who we are

My Website Has Been Hacked is operated by Digital One Agency (ABN 82 307 630 720), providing website incident response, recovery, and protection services worldwide.

2. Engagements and pricing

All prices are published on our pricing page — in USD on mywebsitehasbeenhacked.com and in AUD on mywebsitehasbeenhacked.com.au — and are fixed for the scope described. Standard and Priority Rescue cover a single website regardless of infection complexity. Enterprise incidents are scoped and agreed in writing before work begins. Work commences when payment clears.

3. No refunds

Engagements are non-refundable for change of mind. Our prices, response SLAs, process and deliverable standards are published before you engage us. For Australian consumers: nothing in these terms excludes, restricts or modifies any guarantee, right or remedy under the Australian Consumer Law; our no-refund policy applies to change of mind only.

4. Service levels

Published response SLAs are measured from the time an incident is opened via our intake with payment cleared, to first substantive engineer contact. SLAs are commitments of effort and priority; they are not a warranty of specific outcomes within a specific time where factors outside our control (hosting provider response, lost access, active attacker interference) intervene. We document such factors on your incident page as they occur.

5. Access and authority

You warrant that you own the website or are authorised by its owner to engage us. We only work on systems we are authorised to access, and we log what we access and change.

6. Your data and your site's data

We practise data minimisation: we analyse compromised material as needed for the engagement and do not retain customer datasets beyond it. See our Privacy Policy.

7. Not legal advice

Breach-notification guidance, regulatory mapping and notification templates are technical and informational assistance, not legal advice. Engage qualified counsel for legal decisions.

8. Liability

To the maximum extent permitted by law, our aggregate liability for any engagement is capped at the fees paid for that engagement, and we are not liable for indirect or consequential loss. Nothing in these terms limits liability that cannot be limited by law.