Pacific Internet

Pacific Internet Terms of Service

By opening an account, you agree to abide by all policies of Pacific Internet. The following policies apply to all users. Failure to adhere to the policies may result in termination of the account. Pacific Internet reserves the right to change policies at any time, and your continued use of the account signifies acceptance of any and all policy changes. The current terms of service can be found on our website.

You agree to keep all your contact and billing information up-to-date at all times.

Disclaimer

Pacific Internet makes no warranties of any kind, whether expressed or implied, for the service it is providing. Pacific Internet also disclaims any warranty of merchantability or fitness for a particular purpose. Pacific Internet will not be responsible for any damage you suffer. This includes loss of data resulting from delays, non-deliveries, or service interruptions caused by its own negligence or your errors or omissions. This includes charges you may incur while using Pacific Internet's services. Pacific Internet is not liable for damages incurred due to loss or unavailability of service.

Pacific Internet reserves the right to refuse service to anyone, or cancel service at any time.

Anything done purposely or inadvertently that harms or damages Pacific Internet or its agents or equipment is punishable to the full extent of the law. This includes, but is not limited to, smurfing, flooding a mailbox, spamming, hacking or attempting to gain access to restricted sites or machines whether within the Pacific Internet network or outside of it. You are strictly prohibited from using your account in this manner and will be prosecuted to the full extent of the law. Pacific Internet makes no exceptions in enforcing this policy.

You are responsible for the security and integrity of your data. Pacific Internet recommends taking regular backups of all your data stored on its systems.

Neither Pacific Internet nor agents acting on our behalf shall have any liability whatsoever for any losses resulting from installation, repair, or other services, including without limitation, damage to your premises, or loss of software, data or other information from your computer.

Privacy Policy

Information collected by Pacific Internet from its customers will not be given to any other third parties. Pacific Internet will keep information as needed to help with support issues and so that we can contact you regarding the status of your account as needed. We will not sell, or share your contact information or any other information with anyone else, unless required to do so by law enforcement.

Billing Policy

All payments for access are due in advance. Monthly billing is done by automatic credit/debit card processing.

It is the account holder's responsibility to notify Pacific Internet of any errors in billing, changes in address, new debit/credit card information, changes in bank account numbers, or any other information needed to bill the account.

Check payments

You must include your account number when sending in a check payment. Any checks received that cannot be attributed to an account will be mailed back to the originating address.

There is a $25.00 service charge for returned checks.

Automatic credit/debit card payments

Automatic credit/debit card billing is processed daily.

If an attempt to charge a credit or debit card results in a declined charge, a $5.00 declined card fee will be added to the account. Accounts that decline multiple, consecutive times will be suspended.

Cancellation policy

Cancellation of your account must be requested in writing. This can be accomplished by sending notification via postal service or emailing support@pacific.net. You can also stop by our office and sign a cancellation form. Cancellations must be made by the named owner of the account. If you fail to notify us of cancellation as stated above, you will be responsible for all fees until the end of the billing cycle, whether or not the service was used. Line activation and installation fees are non-refundable. We do not pro-rate cancellations, so it is advised to cancel before your next billing cycle date. In other words, cancelling in the middle of the billing cycle will be the same price as cancelling at the end of the billing cycle.

Accounts are delinquent when unpaid by their due date. There is no credit for unused time if an account is disabled for delinquency. Access accounts that are not paid within 30 days will be canceled and a setup fee will be required to reinstate the account. Delinquent email accounts may be removed. It is the account holder's responsibility to contact us to prevent suspension of services or deletion of data. Accounts will not be reinstated until payment of delinquent and current fees is received in the business office.

Accounts cannot be put on hold. Users who will be unable to connect for extended periods of time should cancel their account and reinstate it at a later date.

Acceptable Use Policy

Services that you purchase from Pacific Internet cannot be resold without the written permission of Pacific Internet.

The use of your connection, your email account or your website to transfer copyrighted, illegal, or otherwise prohibited material can result in immediate termination of your Pacific Internet account.

Email

Email accounts are for personal or business correspondence only. Spam is strictly prohibited and violators will have their accounts terminated immediately.

In order to keep the mail server and associated network functioning smoothly, resource limitations may be imposed.

Low-volume mailing lists are generally acceptable, but all mailing lists must be managed appropriately. The list moderator should be familiar with standard mailing list practices. Pacific Internet reserves the right to disable accounts found to have problematic lists, whether due to mismanagement, resource consumption, or any other reason.

Technical Support Policy

Pacific Internet provides technical support on a best-effort basis for issues directly related to the operation of our services. Our goal is to be as helpful as we can, while keeping support resources available to every subscriber. Pacific Internet generally limits technical support interactions to approximately 15 minutes per issue or session, and most anything requiring more than this is generally an outside problem not due to the service itself, such as computer training, computer troubleshooting, software upgrades, or other types of common computer-related issues that are not related to the services of Pacific Internet.

Remote support only

Pacific Internet provides technical support online only — by our website, by email, or by phone. We do not provide in-person or on-premises support to anyone, and cannot visit a customer's home or place of business to configure devices, install software, or troubleshoot equipment. Situations that exceed what can be communicated online and require hands-on assistance will be referred for outside technical assistance.

What support normally covers

In most cases, Pacific Internet support is able to assist with:

Our support staff will make every reasonable effort to help customers configure and use Pacific Internet services successfully.

What falls outside normal support

Some issues fall outside the normal scope of service support, including:

Software variety and limits on what we can advise

Pacific Internet customers use a wide and constantly changing variety of operating systems, mail programs, browsers, and devices. While we wish to be as helpful as possible, our ability to advise on the exact menus, settings, or update steps inside any particular version of any particular piece of software is necessarily limited. Vendor menus, defaults, and behaviors change between releases, and we cannot guarantee that any specific instruction we provide for one version of a program will apply unchanged to a different version or a different program.

Software features and functionality

Not every email program, operating system, or device offers every feature or function a customer may want or need. Some clients omit features that are standard elsewhere; some platforms restrict functionality outright; some features are simply unavailable on a customer's chosen device, software, or platform. Pacific Internet is not responsible for the absence of any particular feature in customer-chosen software, nor for the customer's ability or inability to attain any particular desired function or behavior through their chosen software, device, or platform.

Referrals to outside help

In all cases, Pacific Internet reserves the right to refer a customer to outside technical assistance — including a local computer technician, the customer's device or software vendor, or another specialist — when:

We will always try to point customers toward reasonable next steps. The responsibility for engaging outside help, however, rests with the customer.

Pacific Internet reserves the right to conclude or defer any support session where sufficient progress is not being achieved, where the issue falls outside the scope of the service, or where additional third-party technical assistance is recommended.

Hours and contact

If you call for assistance outside of business hours, you will only be able to leave a voicemail message, which will not be accessed until the office reopens. If your email is working, we encourage you to email support@pacific.net for assistance — email lets us send screenshots, links, and step-by-step instructions tailored to your situation.

We appreciate your understanding and cooperation as we work to provide timely support for all subscribers.