Before you cancel your subscription, you must disable the firewall if it has been activated. If you do not perform this step then your DNS records will still point to your firewall IP instead of your server.
There are two ways to cancel your subscription depending on the payment you chose:
If you signed up via Paypal, just login to your paypal account and cancel the recurring payment to us (and your account will get auto cancelled on our side). This link explains how to do so: How to cancel a recurring payment in PayPal.
If you signed up via credit card, just go to the following link and follow the links to cancel it.
In order to close your account completely you will need to submit a Support Request.
Refunds are only available within 30 days of purchase and will only be issued in case a manual malware removal was not completed. On all other cases, you can cancel the account, but a refund will not be provided.
We guarantee our work, so if your site gets reinfected we will clean it up again until it is 100% clean. But you also have to do your part and keep your sites updated, change passwords and follow our recommendations.
If you do not follow our recommendations, we will not clean it up again until they are done.