1. About Pacifica
Pacifica Services provides back-office managed professional services using Hong Kong- and Philippines-based personnel and contractors. Current service areas include accounting support, mechanical engineering production and documentation, operations control and social media execution. Pacifica is not a call centre.
2. Website use
Website content is general information about our services and is not a binding offer. Capability, availability, scope, service levels, fees, start dates and commercial terms are confirmed in writing for each engagement. You must not misuse the website, attempt unauthorised access, introduce malicious code or use website content unlawfully.
3. How an engagement is formed
No services engagement begins merely because an enquiry is submitted. An engagement is formed when Pacifica and the client accept the relevant written proposal, service order, services agreement or other written commercial terms. If those documents conflict with these website terms, the engagement-specific document prevails.
4. Scope and changes
Pacifica performs the work described in the agreed scope. Changes to responsibilities, capacity, turnaround, systems, working hours, deliverables or approval limits may require a written scope and fee adjustment. Work outside scope is not automatically included.
5. Managed-service model
Unless a written agreement expressly states otherwise, Pacifica is an independent managed services provider and manages its own personnel and resourcing. Pacifica personnel are not represented as employees of the client. The client controls its business decisions, priorities, systems, permissions and approval authorities.
6. Client responsibilities
The client must provide accurate instructions, timely information, appropriate system access, authorised approvals and any licences or client-side permissions required for the work. Pacifica is not responsible for delay or rework caused by incomplete, late, inaccurate or changed client inputs, third-party systems or matters outside the agreed scope.
7. Fees, invoices and currencies
Fees, billing frequency, payment dates, taxes and any setup or third-party charges are stated in the engagement documents. Pacifica may accept HKD, USD, AUD, PHP, EUR, GBP and NZD where agreed. Bank charges, card charges and foreign-exchange costs are allocated as stated in the invoice or engagement terms. Pacifica may suspend affected services for materially overdue undisputed amounts after reasonable written notice, subject to the applicable agreement and law.
8. 30-Day Money-Back Service Guarantee
For a client's first new recurring managed-service engagement, if Pacifica materially fails to deliver the agreed written scope during the first 30 calendar days after go-live, the client may give written notice describing the failure. Pacifica then has five business days to cure or materially correct the failure. If Pacifica does not do so, the client may terminate the affected engagement and request a refund of Pacifica service fees actually paid for that first 30-day service period.
The guarantee is limited to one claim per client unless Pacifica agrees otherwise in writing. It does not cover onboarding or setup fees; software, licences, taxes, bank or FX charges; third-party or pass-through costs; one-off or project work; work already accepted as completed; changes of mind or scope; dissatisfaction unrelated to the written scope; client-caused delay or error; missing or inaccurate information; delayed approvals or access; third-party outages; prohibited or unlawful instructions; or events outside Pacifica's reasonable control. A signed agreement may vary the guarantee and prevails where inconsistent. Nothing in these terms excludes rights that cannot lawfully be excluded.
9. Service reporting and complaints
Recurring engagements may include monthly service reporting aligned to the agreed scope. Service complaints should be submitted in writing to jenefer@pacifica.services. Pacifica aims to acknowledge a complaint within two business days, provide an initial substantive response or corrective-action plan within five business days, and allow escalation to a Pacifica director if unresolved after 10 business days. These are service-management targets and may be affected by complexity, availability of evidence or urgent remedial work.
10. Confidentiality
Each party should protect non-public business, technical, financial and personal information received from the other and use it only for the engagement, except where disclosure is authorised, reasonably required to perform the service, or required by law. More detailed confidentiality terms in a signed agreement prevail.
11. Privacy and data
Personal information is handled in accordance with our Privacy Policy and any engagement-specific data-processing terms. Clients are responsible for identifying legal, regulatory, data-residency or industry restrictions that apply to information they provide to an offshore service provider. Pacifica's delivery capability includes Hong Kong and the Philippines.
12. Security and system access
The parties should agree the systems, permission levels, approval limits and access-revocation process required for each engagement. Pacifica's preferred model is client-approved systems with least-privilege access. The client remains responsible for its own systems, user administration, backups, licences and security policies unless expressly included in scope.
13. Intellectual property
Ownership and licence rights for engagement deliverables are determined by the signed engagement terms. Each party retains its pre-existing intellectual property, methods, templates, know-how and materials unless expressly transferred in writing. Website content remains Pacifica's property or is used under applicable rights.
14. Third-party platforms
Services may depend on client-selected or third-party platforms such as accounting, CAD, project-management, social-media, cloud, payment or communications services. Pacifica does not control those providers and is not responsible for their outages, security failures, pricing changes or terms, except to the extent caused by Pacifica's own breach of an agreed obligation.
15. Professional-service boundaries
Pacifica does not provide legal, investment or financial product advice. Accounting and taxation support is limited to permitted administrative, bookkeeping, accounting-support and workflow functions unless an appropriately authorised professional is engaged. Regulated tax agent, BAS agent, return-signing, representation or licensed advice must be performed or supervised by an appropriately registered practitioner where required. Technical work may include tendering, estimating, take-offs, schedules, shop drawings, as-built drawings and documentation; statutory engineering certification or regulated design responsibility remains with the appropriately qualified or authorised person where required.
16. Warranties and reliance
Pacifica will perform agreed services with reasonable care and skill and in accordance with the written scope. No website statement guarantees a particular financial, tax, tender, engineering, marketing or business outcome. The client remains responsible for final business decisions and required professional sign-off.
17. Liability
Any engagement-specific liability limits, indemnities, exclusions and insurance requirements are set out in the signed engagement documents. To the extent permitted by law, Pacifica is not responsible for indirect or consequential loss arising solely from use of this website. Nothing in these terms limits liability or rights that cannot lawfully be limited or excluded.
18. Suspension, termination and offboarding
The term, notice periods and termination rights for an engagement are stated in the engagement documents. On termination, the parties should cooperate on reasonable handover, return or agreed handling of client information, revocation of access and payment of undisputed amounts due for services properly performed.
19. Governing terms and applicable law
The governing law and dispute-resolution terms for a client engagement are stated in the signed engagement documents. If no governing law is specified for use of this website, Hong Kong SAR law applies, subject to any mandatory rights or laws that cannot be displaced by agreement.
20. Changes to these terms
We may update these website terms from time to time. The version published when an engagement is formed does not override later signed engagement terms.