Last updated: 22 October 2026
These terms explain how we work, what you pay, what “fixed” means and how our money-back guarantee works. We’ve kept them in plain English. If anything is unclear, message us before you pay.
1. Who we are
teqPal is a trading name of Visual Science Ltd, a company registered in England and Wales (company number 12463856). Our registered office is 8 Ivegate, Yeadon, Leeds, West Yorkshire, LS19 7RE.
Contact us by email at help@teqpal.co.uk or by WhatsApp message (text only) on +44 7392 539563. In these terms, “we”, “us” and “our” mean Visual Science Ltd trading as teqPal. “You” means the person or business asking us to do the work.
2. When these terms apply
These terms apply to every job we do for you. Before we start, we’ll confirm in writing (by email or WhatsApp) which service you’re buying, the fixed price and the website it covers. Our contract with you starts when you pay for that service.
3. Our services
- Patch & Protect Check – we update PHP (where your host allows it), WordPress, plugins and themes, run a malware scan, check your backups and send you a short written report.
- Hacked Site Fix – we remove malware and unauthorised code, patch the software, reset passwords and keys, harden the site, ask Google to review any warnings and send you a written report.
- Emergency / WooCommerce – everything in Hacked Site Fix, started the same day, plus checks on checkout and payment flows and a review of whether customer data may have been exposed.
- Aftercare – a monthly plan covering updates, off-site backups, monitoring and a free re-clean if the site is reinfected while you’re subscribed.
Prices on our website cover one WordPress website. If your site isn’t built on WordPress, is unusually large, or needs work outside the service you chose, we’ll tell you before starting and agree any change in price with you first. We never add charges without your agreement.
4. Price and payment
The price we confirm in writing is the total you pay. If VAT applies, it will be shown before you pay. One-off services are paid in advance through a secure Stripe payment link. We never see or store your card details.
Aftercare is billed monthly in advance through Stripe. You can cancel at any time by messaging us. Cancellation takes effect at the end of the month you’ve already paid for.
5. What we need from you
- You confirm that you own the website, or are authorised by its owner to ask us to work on it. We will not work on a site we are not authorised to access.
- You give us the access we need. This is usually your hosting control panel, FTP/SFTP and a WordPress admin account. We’ll explain how to share it safely.
- You don’t make changes to the site, and don’t let anyone else make changes, while we’re working on it, unless we agree this together.
- Once we’ve finished, you change any passwords you shared with us. We’ll remind you.
6. What “fixed” means
For a Hacked Site Fix or Emergency job, the work is complete when:
- the malware and unauthorised code we find has been removed;
- your website loads and works normally again;
- WordPress, plugins and themes have been updated where this is safe to do;
- we’ve asked Google to review any security warning on your site, where one exists (Google decides how quickly warnings are removed, usually within a few days); and
- we’ve sent you a written report of what we found and what we did.
If an attacker deleted content and there is no backup, we’ll restore everything that can be recovered. We can’t recreate content that no longer exists anywhere.
7. Our money-back guarantee
If we can’t remove the malware and get your website back online, we’ll refund you in full. To claim, message us within 14 days of the date we close your job. We’ll refund you to your original payment method within 14 days of your claim.
30-day re-clean: if the same website is reinfected within 30 days of a completed Hacked Site Fix or Emergency job, we’ll clean it again free of charge.
The guarantee and re-clean don’t apply if:
- you didn’t give us the access we needed within 7 days of paying (in that case we’ll refund you anyway, so you’re never out of pocket for work we couldn’t start);
- someone else changed the site while we were working on it; or
- the reinfection was caused by something added after we finished, such as a pirated (“nulled”) plugin or theme, or by a compromise of your hosting account or computer that we had no access to.
These promises are in addition to your legal rights. They don’t replace them.
8. Timescales
We aim to start Hacked Site Fix jobs within 24 hours of receiving access, and Emergency jobs on the same day. Most jobs are finished within 24 hours of starting. These are targets, not guarantees, because some infections and some hosts take longer. We’ll keep you updated throughout and tell you straight away if anything will take longer.
9. Backups and your data
Before we change anything, we take a full backup of your website. We keep it for up to 30 days after your job closes, in case you need it, and then delete it securely.
While working on your site, we may be able to see personal data it holds, such as customer orders or form submissions. We only use that access to do the job you’ve asked for. We keep it confidential and don’t copy it anywhere except the backup above. For this data, you are the controller and we act as your processor under UK data protection law.
If your site holds customer data and has been hacked, you may have legal duties. For example, you may need to report a personal data breach to the Information Commissioner’s Office (ICO) within 72 hours of becoming aware of it. We’ll give you the technical information you need, but we don’t give legal advice.
10. Things outside our control
We aren’t responsible for the actions of third parties, including your hosting company, Google, browser vendors or plugin and theme developers. We also aren’t responsible for delays caused by events outside our reasonable control.
11. Our liability
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot legally be limited.
If you’re a business: we aren’t liable for loss of profit, revenue, business, data or goodwill, or for any indirect loss. Our total liability for any job is limited to the amount you paid us for that job.
If you’re a consumer: we’re responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We aren’t responsible for business losses.
12. Your right to cancel (consumers)
If you’re buying as a consumer, you normally have 14 days to cancel a contract made online. Because hacked-site work is urgent, when you pay you’re asking us to start straight away within that period. If you cancel before we finish, we may charge for the work already done. Once the service has been fully provided, the right to cancel ends. Our money-back guarantee above still applies.
13. Complaints
If you’re unhappy with anything, email help@teqpal.co.uk and we’ll reply within 5 working days.
14. Law
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you’re a consumer living in Scotland or Northern Ireland, you can also bring proceedings in your local courts.
15. Changes to these terms
We may update these terms from time to time. The version that applies to your job is the one shown on this page on the date you paid.
