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About
We'll always endeavour to provide the best support experience possible.
Digital Pacific was started in the year 2000 and since then we have grown to become one of Australia’s leading hosting and managed service companies that support over 50,000 businesses worldwide. This growth would not have been possible without the trust we gained from our customers, this trust comes to us when a customer knows we will be there 24/7 365 to give speedy responses at critical times and that our service will operate as expected. We believe in our philosophy so much we have created guarantees to support them.
Digital Pacific offers various Money Back Guarantees depending on the product.
In order to provide a confident and satisfied environment for our customers we offer a full 30 day money back guarantee. At Digital Pacific we are confident in our state of the art hardware, solid customer support and competitive prices that expectations will be met, however should any of our customers wish to cancel their service within their first 30 days of use we will provide a full refund on the cost associated with the service. No paperwork to complete and no catches.
A 30 day money back satisfaction guarantee applies to the following services:
A 10 day money back guarantee applies to the following services:
Please Note: Due to the nature of the products, the money back guarantee does not apply to SSL certificates, domain name registrations, transfers or renewals, or any add-ons related to dedicated servers, VPS or cloud products such as monthly management, RAM upgrades, CPU upgrades, it only applies to a base product. The money back period starts when the service has first become active which includes free trial periods. An example of where a 30 day money back guarantee does not warrant a refund is where a customer signs up for a service with a 30 day free trial then pays for the second month and want’s his or her money back after the first 30 days of paying for the service.
Please contact our billing team to request a refund under our Money Back Guarantee. Refunds are not applied automatically to an account and must be requested within 30 days of account cancellation.
If your service is not operational for the guaranteed amount of time we will apply a pro-rated credit to your account upon request to our billing team.
This applies to the following services.
Please Note: This SLA only covers full server outages relating to network or hardware faults that are in our control. Any hardware or network related faults outside of our control are not covered in the guarantee. Downtime of website or services due to CMS issues, disk usage issues or similar is also not covered. Any credit applied is based on the monthly subscription value for the affected service. Please contact our billing team to request credits under our SLA. Credits are not applied automatically to an account and must be requested within 30 days of any incident.
This applies to the following services.
Please Note: SLA credit is issued to your billing account and is not a cash refund. This SLA only applies to services within Digital Pacific’s control and does not include outages caused by other vendors such as network outages or power failures at any of our data centres. The account must not have any overdue invoices. SLA credit will be added to your account and applied to future invoices starting in the next billing cycle for your service. We will not apply credits to existing invoices that are outstanding. Any credit applied is based on the monthly subscription value for the affected service.
Please contact our billing team to request credits under our SLA. Credits are not applied automatically to an account and must be requested within 30 days of any incident.
Please note: Any customer who has received a refund in the past, or has not been a customer in the past 90 days is not eligible for any Money Back Guarantees.
