Bad experience with Malcare regarding the limitations of their plans

  • Unfortunately, I had a bad experience with Malcare regarding the limitations of their plans that were not very explicit to their consumers.

    If you’re willing to sign up for a 1-year plan and add 10 sites, for example, and keep those 10 sites there permanently, that’s fine. However, if you want to add and remove websites (Virusdie allows you to do this) without any restrictions, Malcare is not for you.

    I have regular clients, but some are occasional. I contracted the 10-site plan and had 9 fixed sites there. I used this “slot” that was left over for any other customers. At one point, I tried to add a website and the message appeared saying that I had reached the limit, even though I had 9 websites on the platform and I had 1 “slot” left to use.

    Now, after 20 days, I’m trying to get a refund, which I’ve been told won’t be possible.

    Again: if you want to hire for fixed sites, OK. But if you want the right to add or remove sites from your account as you please, Malcare is not for you.

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  • Hello @mariotoleonardo2,

    We appreciate you taking the time to share your experience with Malcare, and we understand your concerns. We’d like to provide some clarification on the issues you’ve raised.

    Firstly, we do make it clear on our pricing page that the license is for 10 websites, not specifically for 10 active websites. We aim to offer flexibility, allowing users to replace sites as needed. This feature is designed to ensure that you can efficiently manage your website portfolio.

    While we understand your desire for unrestricted changes, there is a limit to the number of alterations you can make. Although we don’t publicly disclose this limit, it is in place to maintain system stability and prevent potential misuse.

    Regarding your refund request, we regret any inconvenience you’ve experienced. Our refund policy explicitly mentions that we cannot process refunds for cases where malware removal services have been provided. In your situation, multiple sites had malware removed, and this falls under our premium services.

    However, to assist you, we can reset the limit to allow you to add a site and reach the 10-website quota. Please note that until your subscription renews, you won’t be able to remove any site or replace it with another. We hope this compromise addresses your immediate concern.

    If you have any further questions or if there’s anything else we can do to assist you, please feel free to reach out.

    Thank you for your understanding.

    Regards,
    Sweta

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