Terms of Service
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 of Pacific Internet. Failure to adhere to the policies may result in termination of the account. Pacific Internet reserves the right to change policies at any time. Your continued use of the account signifies acceptance of any and all policies and 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.
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.
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.
All payments for access are due in advance. Monthly billing is done by automatic credit/debit card processing. Fusion accounts must be paid monthly by credit/debit card.
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.
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 of your account must be requested in writing. This can be accomplished by sending notification via postal service, or emailing email@example.com. 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 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.
This plan is for residential, non-business use only and provides local phone service and unlimited, domestic, direct-dialed long distance. The plan may not be used for dial-up access to the Internet or for any business purposes such as telemarketing, auto-dialing, or commercial or broadcast facsimile (FAX). No resale, sharing by any means, or connection to IP phone devices (e.g., VoIP) for use by others is permitted. If the plan is used for unauthorized purposes, we may immediately suspend, restrict, or cancel the service.
Technical Support Policy
The tech support staff is here to help you with your Pacific Internet services.
Pacific Internet is not responsible for, nor do we perform troubleshooting of, the customer's internal networking, with the sole exception of modems, which are necessary to provide DSL service at the location.
Pacific Internet bears no responsibility for wiring on the customer's premises. Pacific Internet will dispatch a field technician to test at the MPOE at no cost—further troubleshooting of internal wiring may incur a fee. Pacific Internet does not run new internal wiring, but can refer you to local contractors if needed.
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 firstname.lastname@example.org for assistance. If you are able to get online but have other questions, the answer may be on our website or the Internet and we encourage you to check there first. There is also an online support form on our website. Lastly, the Help files in the program you are using may have the answer to your question, so please do investigate these resources before calling tech support.
We lease modems and modem/router combination units. Customers are not required to obtain equipment through us. We are not responsible for hardware or software malfunctions if that hardware or software was not supplied by Pacific Internet.
Leased equipment is guaranteed for the duration of the lease. Defective units are replaced at no charge. All customers who choose to rent a DSL modem or modem/router combination unit will be responsible for returning the equipment at the end of their service term, whether the service was terminated voluntarily or not (e.g., non-payment). All equipment must be returned within two weeks of account closure. If the equipment is not returned in a timely manner and in working condition, the customer agrees to purchase the equipment at its full sale price. The customer further agrees to allow Pacific Internet to use their card on file or any available credit on the account for reimbursement of the equipment.