Section 1:
How do I pay and how much does it cost?

1. What forms of payment do you accept?
   Panix accepts credit cards (Visa, MasterCard, Discover, American Express), checks, and money orders and E-Payments.
2. Can I manage my account on the web?
   Yes, at our secure server: config.panix.com where you can register and update your credit card as well as make payments. You can also update your address and phone number on this server.
3. Who do I make the check out to and where do I send it?
   
   Panix: Public Access Networks Corp.
   127 W 83rd St #219
   New York, NY 10024
   
4. What information should be on the check?
   Your Customer # (found at the top of your invoice) and your UserID (login name).
5. How do I pay by Credit Card?
   First you have to register your card (Visa, MasterCard, Discover, American Express), and then you must charge an amount.
   • Online: Log into our secure server: payoptions
   • From the Unix shell: Register your card with the card comand; make a payment with the charge command.
   • From the Panix menu: Select (A)ccounting and then use R(egister Credit Card) to register your card and C(harge) to charge an amount.
   • Call us: We're available at +1 (212) 741-4400 10am-6pm (NYC time) M-F and we'll be glad to help you.
   Note that you can register to have your credit card charged automatically. You can do this from the web by checking the "Please charge my credit card automatically on my due date" box on the payoptions form linked above, and submitting the change.
   Specific information about services and prices and how to order is available on our web site.
   While we offer discounts to those who pay for a year of service at a time, we recommend that you not pay for longer-term services than you know you will use since Panix fees are non-refundable.
6. What do I do to change my credit card information?
   You need to run the registration program described above if any of the information on your card changes.
7. My previously registered credit card has just been renewed. I can just go ahead and use it, can't I?
   Sorry, no. Any time any of the information on your card, including the expiration date, changes, you need to update by using the card registration program.
8. Can my credit card be charged automatically?
   Yes. You can do this from the payoptions page, on our secure server,or you can call us (+1 (212) 741-4400) 10am-6pm (NYC time) M-F and we'll set it up for you, or send us mail from your Panix account to [email protected] making the request.
9. Will I receive a receipt for payment?
   Any payment we receive (CC, check, cash or MO's) will, when processed, generate a receipt that will be sent to your email billing address. The receipt includes your customer number, the amount you paid, the amount of your last statement, the amount that you owe now (if any) and any past due amount.
   Please read your receipt carefully.
10. If my payment is late will my service be disrupted?
    We send out bills 3 weeks in advance. Payment is due on your cycle date. If you are overdue, we will send out reminders, and we reserve the right to lock your account once it becomes past due. We will close your account (which will wipe out all of your files and email) within a month of locking unless you have contacted us to make payment arrangements.
    Note that Panix reserves the right to terminate accounts that are chronically in arrears. We will not do this without prior specific notification.
11. If I fall behind in my payments how can I catch up?
    Please call the Panix Office, +1 (212) 741-4400 or email us at [email protected].
12. Can I arrange for you to send my invoice to another email address?
    Yes. We can add any address(es) you wish to the billing list. You can do this through our secure server on the billing contact page, or you may send email from within your Panix account (that is, from the login covered by the invoice) to [email protected] and tell us the other email address. Note that you are still responsible for all charges that are incurred on this account.
13. Does Panix offer discounts for payments made in advance?
    Panix offers discounts for yearly services paid in advance. The specific discount depends upon the service. For instance, a No-dial shell account is $10/month, but only $100/year prepaid. For more information about any specific account, check our web site for specific information.
14. What is your refund policy?
    Panix does not issue refunds for payments made in advance.
    We encourage you to only pay for time you know you will use.

Section 2:
What's on my invoice?

1. What does my invoice cover?
   Your monthly invoice will show a "New Charges" line item. This consists of:
   
   • The base subscription price of your account for your upcoming billing period (for example, $10/month, $17.50/month, $32.50/month)
   • Additional charges from your previous billing period (for web transfers, restores, etc.)
   You will notice that the subscription price is billed in advance for the next month, while other charges are for actual usage in the previous period. (This is the way the telephone company, cable TV, and so on figure their statements, too.)
2. My invoice says I owe less than my standard subscription price. What would make that happen?
   If the amount your invoice says you owe is less than your usual subscription price, you may have paid us more than you owed or we may have issued you a credit.
3. My invoice says I owe more than my standard subscription price. What would make that happen?
   If the amount your invoice says you owe is more than your usual subscription price, you may not have paid part or all of a previous invoice, or you may have incurred charges for transfers, or you may have added services since we last billed you which will appear here as a prorated charge.
4. What should I do if I can't figure the charges out?
   If you have any questions about these charges, please email [email protected] or call +1 (212) 741-4400.

Section 3
Types and levels of service

1. What type of service do I need for a web page?
   Currently all shell accounts on Panix include room on our web server (www.panix.com) for web pages.
   For information covering web pages in your own domain, please see the pages for our Web Services listings.
2. What do I need to do to change my level of service?
   Send e-mail to [email protected] indicating what level of service you are requesting.
3. What level of service do I need for Internet access with graphics?
   A graphical interface means running PPP. If you have broadband (FIOS, cable, DSL) service from another provider, you can use it. Otherwise, you need Dialup-IP Service, which costs $32.50/month ($325/year prepaid).
4. I don't use all the features that come with my package. Can I substitute something else that I would use?
   Sorry, no. The prices we list are for the complete package, whether or not you happen to want all the features we include. Also, unless we explicitly say otherwise, you can't share services and resources among accounts.
5. My organization is tax-exempt. What do I need to do?
   In New York State, Internet services are not subject to sales tax. However, some Panix services are offered at reduced price to tax-exempt organizations. If you qualify, please send us a completed NYS Tax-form ST-119.1 (Exempt Organization Certification).
6. I will be away for awhile, how do I keep my account active?
   Panix will set an account dormant for $5/month, $20 minimum. This means that we will hold all files and mail for you until you return.
   You will continue to accumulate mail until it occupies as much disk space as your quota permits. Please refer to the disk use information for more detail. You might want to forward your mail to another address while you're away from your Panix account.

   If you do forward your mail while you're away, be sure to turn on SpamAssassin and to use the Zen blocklist feature. You can turn these on from the "Options" page of webmail: mail.panix.com.

7. How do I close my account?
   To close your account, you must do one of the following:
   • Use the Support page on our secure server.
   • send e-mail from your Panix account to [email protected]
   • call us at +1 (212) 741-4400, and authenticate via your security challenge.
   
   Any remaining balance must be paid before the account is closed.
8. I must leave Panix. How can I get my mail forwarded?
   If you are leaving Panix and your account is fully paid up, we'll forward your mail for 2 months without charge. (Mail forwarding may be subject to spam and other mail abuse controls that you will not be able to access.)
   If you want this, we have to set it up for you. Please email [email protected], ask for the Mail Forwarding Service, ask for your account to be terminated and make sure that you account is currently paid or make arrangements to do so.