[{"data":1,"prerenderedAt":1290},["ShallowReactive",2],{"{\"version\":\"published\"}legal/hyperoptic-s-residential-switching-guide":3,"blog-sidebar-legal":72,"header-menu-published":899,"footer-menu-published":1184},{"data":4,"headers":56},{"story":5,"cv":53,"rels":54,"links":55},{"name":6,"created_at":7,"published_at":8,"updated_at":8,"id":9,"uuid":10,"content":11,"slug":44,"full_slug":45,"sort_by_date":17,"position":46,"tag_list":47,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":49,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":52,"default_full_slug":17,"translated_slugs":17},"Hyperoptic’s Residential Switching Guide","2026-07-29T08:14:04.865Z","2026-08-02T19:31:19.640Z",203256810990798,"40f39c31-a196-4a5f-ac3d-a613009d5e71",{"_uid":12,"body":13,"Layout":35,"metatags":36,"component":41,"page_type":42,"page_category":43},"c2b2be65-5861-434d-a2b7-2c0e6cf0ca37",[14,31],{"_uid":15,"media":16,"theme":21,"title":6,"layout":22,"eyebrow":18,"component":23,"cta_link_1":24,"cta_link_2":27,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":29,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},"890be79c-7091-44d9-b1b2-a75a5cbbefbb",{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":20},null,"","asset",{},"brand","hero_3","Hero",{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},"story","multilink",{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},false,{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":30},{},{"id":18,"_uid":32,"component":33,"html_content":34},"48583e22-bd74-48aa-bf4f-9956ae55207a","Markdown","#### **About us** \n\nHyperoptic Ltd (“***Hyperoptic***”, “***we***”, “***us***”, “***our***”) is a full fibre internet service provider (“*ISP*”). We’re a limited company registered in England and Wales under company number 07222543 and our registered office and main trading address is at Kings House, 174 Hammersmith Road, London, W6 7JP. Our VAT number is 164 6525 96. \n\nWe’re regulated in the UK by Ofcom. We’re also a member of the UK Internet Service Providers *Association (“ISPA”).*  \n\n \n\n#### **One Touch Switch** \n\nThe “***One Touch Switch***” process allows you to join a new provider’s broadband and/or phone service and end the same (as well as additional) service(s) you have with your existing provider, without you having to contact your existing provider.  \n\nIt only applies where both the new and the existing services are provided at the same premises – so it can’t be used for home moves. \n\n \n\n#### **Hyperoptic’s Residential Switching Guide (this “*Guide*”)** \n\nThis Guide applies when you’re switching broadband and/or phone service(s), at your current premises, either from another communications provider to us, or to another communications provider from us, under the One Touch Switch process. It gives you information on how the process will work and what happens if things don’t go to plan. \n\nIn this Guide, when we say “***phone service***”, we mean landline (or “fixed line”) phone service. \n\n \n\n#### **Joining Hyperoptic using One Touch Switch** \n\n**Does my order qualify for One Touch Switch?** \n\nIf you’re joining Hyperoptic and have an existing broadband or broadband plus phone service with another communications provider, at the same address, and you’d like to end that existing service when you join Hyperoptic, you may be able to use One Touch Switch *(we’ll let you know when you start your order)*. We can arrange for that existing service to end, without you needing to contact your current provider. You’ll need to be the named customer on the account both with your existing provider and with us. \n\n**The One Touch Switch process** \n\nWhen you start your order journey with us, if you want to use One Touch Switch, you should answer ‘Yes, help me switch’ when we ask if you’d like to use the One Touch Switch process. If you’re ordering broadband and/or phone services from us and you don’t want to cancel either or both of those services with your current provider, you should choose to answer ‘No’.  \n\nOnce you’ve given us enough information to identify your current provider and your services with them we‘ll contact that provider to confirm the information you supplied – this can take up to 60 seconds. To do this we may need to ask for your account number (Customer ID) with your current provider, which should be available on your most recent bill from them – please have this to hand.  \n\nYour current communications provider will send you important information detailing the services you’re thinking of transferring to us (or just terminating), and will explain any consequences to you of ending their services. This will include any termination and/or other charges related to their service(s) that you may need to pay when you switch to us, along with changes to charges for any of their services that you’re planning to keep (if they can give you that option). We’ll let you know if they’ve sent this information to you by email, SMS text message or post (if it’s coming by email or text message, it should arrive very quickly). We’ll allow you time to read through and consider this information, if you’d like to think about your options.  \n\nIf you’re ordering our broadband service without phone and you have a phone service with your current provider, they will let us know about this. We’ll then let you know your options for that phone service, e.g. cancelling/switching it to us or keeping it with the other provider. You can then make any necessary changes to your order. If you’re switching your phone service to Hyperoptic, you can keep your existing (landline) phone number - we’ll help you do this.  \n\nThe details of your order (including the services you’ll be switching to us from your current provider) will be set out in the Contract Information and Contract Summary documents we’ll email to you towards the end of your order journey. You’ll have the chance to review these documents before placing your order. \n\nOnce you’ve placed your order with Hyperoptic using One Touch Switch, and confirmed your decision to switch/end or keep services with your current provider, we’ll let them know about your decision, and we’ll send you an email confirming that we’ve received and accepted your order.  \n\nNext, we’ll make arrangements to connect your services to our network; we’ll let you know what needs to be done and this may include arranging a Hyperoptic engineer to carry out work at your home. Once you’re connected, we’ll notify your current provider and they will terminate any of their services you’re not keeping, and send a final bill to you. You won’t need to contact them to arrange that. \n\nYou’ll be able to see updates on your switch by logging into your [MyAccount](https://www.hyperoptic.com/myaccount-login/).  \n\n \n\n#### **Leaving Hyperoptic using One Touch Switch** \n\nIf you decide to switch services to another provider, at the same address, they will let us know directly, through the One Touch Switch process – you won’t need to contact us. When this happens, we’ll send you important information about the services you’re thinking of transferring (or just terminating) and let you know what will happen if you do decide to proceed. This will include any Service Termination Fee and/or other charges you might need to pay Hyperoptic when you make the switch, along with changes to charges for any of our services that you’re planning to keep (if we can give you that option). We’ll send this information to you by email, unless you’ve specifically asked us to send it another way. \n\nWe hope you decide to stay with us and would love to hear from you if there’s anything we can do to help make your Hyperoptic experience better. To get in touch, please contact us [here](https://www.hyperoptic.com/contact-us) first. Alternatively, if you prefer, you can email or call us on 0333 332 1111.\n\nThe other provider will manage your One Touch Switch process. If you decide to go ahead with One Touch Switch and use it to switch/end any of your Hyperoptic services, the other provider will tell us of this decision. You won’t be able to cancel the process and keep those Hyperoptic services unless you then tell the other provider that’s what you want - they will then tell Hyperoptic. If they don’t tell us to cancel, we’ll continue with your instructions and switch/end our services under the One Touch Switch process, once the other provider tells us their service is active at your address. You’ll still be able to use our services, as usual, until then.  \n\nYou can view updates on your switch by logging into your [MyAccount](https://www.hyperoptic.com/myaccount-login/).   \n\n \n\n#### **Compensation available to you** \n\nOfcom obliges us to compensate you automatically when, in connection with One Touch Switch, we miss appointments we scheduled with you to provide/install our services, or we delay activating our services. We go beyond this – we compensate all customers of our residential service automatically for other delays in activating our services, for other missed engineer appointments we make with you to provide or repair our services, and for delays in repairing our services. Customers can see in our [Automatic Compensation Policy](https://www.hyperoptic.com/legal/post/automatic-compensation-policy/) and our [Make it Right Policy](https://www.hyperoptic.com/legal/post/make-it-right-policy/) (whichever applies to them) for details on when and how we do this.\n\nYou may be able to claim compensation for other One Touch Switch-related failures (i.e. that aren’t covered under our Automatic Compensation Policy or our Make it Right Policy). To ask us about this, please contact us [here](https://www.hyperoptic.com/contact-us) first. Alternatively, if you prefer, you can email or call us on 0333 332 1111.\n\n \n\n#### **Moving to a new home** \n\nThis Guide does not apply to you if you’re moving to a new address and taking broadband and/or phone service with a new provider there. If this is the case, you’ll need to order those services with your preferred provider for your new address and, separately, contact the provider of those services for your current address to cancel them. Find more information on [how you might switch](https://www.hyperoptic.com/broadband/home/switching/). \n\nSimilarly, you can’t use One Touch Switch to take Hyperoptic's broadband and/or phone services to your new address. Please let us know if you want to do this, and we'll tell you if it’s possible (we can only provide our services at premises where our network is already available) and explain the process.  ","blog",{"_uid":37,"title":38,"plugin":39,"og_image":18,"og_title":18,"description":40,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"007fa95e-c411-4b87-8fea-8d0bc75b9725","Hyperoptic’s Residential Switching Guide | Hyperoptic","seo_metatags","Legal section | Hyperoptic’s Residential Switching Guide | Hyperoptic","page","Legal","generic","hyperoptic-s-residential-switching-guide","legal/hyperoptic-s-residential-switching-guide",-80,[],203245418920547,"f14c7009-de82-447b-9a3f-6722dd827e0f","2026-07-29T09:26:24.654Z","default",[],1786486820,[],[],{"alt-svc":57,"cache-control":58,"content-type":59,"date":60,"expires":61,"pragma":62,"strict-transport-security":63,"transfer-encoding":64,"vary":65,"via":66,"x-content-type-options":67,"x-frame-options":68,"x-kong-proxy-latency":61,"x-kong-request-id":69,"x-kong-upstream-latency":70,"x-request-id":71,"x-xss-protection":61},"h3=\":443\"; ma=2592000","no-cache, no-store, max-age=0, must-revalidate","application/json","Tue, 11 Aug 2026 22:21:59 GMT","0","no-cache","max-age=31536000 ; includeSubDomains","chunked","Origin,Access-Control-Request-Method,Access-Control-Request-Headers","1.1 kong/3.9.1, 1.1 google","nosniff","SAMEORIGIN","eb97593188d087603f55c62c9a36f358","49","eb08cc5b-4513-4e41-9bd4-4f33214887ab",{"data":73},{"stories":74},[75,107,133,156,181,206,235,260,285,310,335,360,385,410,435,460,485,510,535,560,585,610,635,660,674,699,724,749,774,799,824,849,874],{"name":76,"created_at":77,"published_at":78,"updated_at":78,"id":79,"uuid":80,"content":81,"slug":100,"full_slug":101,"sort_by_date":17,"position":102,"tag_list":103,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":104,"first_published_at":105,"release_id":17,"lang":51,"path":17,"alternates":106,"default_full_slug":17,"translated_slugs":17},"£25 Amazon Gift Card Promotion Terms & Conditions (“Terms”)","2026-07-31T14:02:09.083Z","2026-08-03T13:16:29.578Z",204050141556843,"e2aa8b55-b0af-49d1-b882-aa31316fd95c",{"_uid":82,"body":83,"Layout":35,"metatags":96,"component":41,"page_type":42,"page_category":43},"3398ae5f-af00-40bc-ab59-edb744a8721b",[84,93],{"_uid":85,"media":86,"theme":21,"title":76,"layout":22,"eyebrow":18,"component":23,"cta_link_1":88,"cta_link_2":89,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":90,"additional_actions":18,"caption_content_align":92,"background_image_layout":18},"37c7cb24-32ae-4eff-9aa7-10a40404cde4",{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":87},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":91},{},"\"left\"",{"id":18,"_uid":94,"component":33,"html_content":95},"26369da8-2c5d-444a-bfd7-90436bd4bde4"," 1. The gift card promotion (“**Gift Card Promotion**”):\n    1. is only open to new residential customers (“**you**”, “**your**”) of Hyperoptic Ltd (“**Hyperoptic**”, “**we**”, “**us**”), who order any of Hyperoptic’s 150Mb, 500Mb or 1Gb 12-month or 24-month minimum commitment Broadband residential packages for their property;\n    2. is only available to individuals who have received a direct marketing message informing them of the Gift Card Promotion;\n    3. only applies to orders where the promotional code for this Gift Card Promotion (you can find this in the Hyperoptic marketing material you received about the Gift Card Promotion) is either entered during your online Hyperoptic order process or given to a Hyperoptic sales agent during your telephone or face-to-face order process; and\n    4. only applies to orders placed between the dates specified in the Hyperoptic marketing material you received about the Gift Card Promotion.\n 2. If you qualify for the Gift Card Promotion under these Terms, Buyapowa Limited will send you an email (**Gift Card Claim Email**) with the details of how to obtain the Gift Card (as described in Clause 3 below). You will receive this after your Hyperoptic service has been active for 30 consecutive days (and within 90 days of your Hyperoptic service being activated).\n 3. The “**Gift Card**” will be an Amazon gift card which is pre-credited with £25.\n 4. The Gift Card is non-exchangeable and non-transferable and no cash alternative is offered.\n 5. The Gift Card Claim Email will be sent (in accordance with these Terms) to the email address which you registered with us in connection with your Hyperoptic customer account. The email will contain instructions on how you can obtain the Gift Card.\n 6. Once you receive the Gift Card Claim Email, you have 90 days from the date the email was sent to claim the Gift Card via the link provided in that email. Once you have completed the instructions to claim, you will receive an email (**Gift Card Reward Email**). It is your responsibility to check the instructions for obtaining the Gift Card – these will be set out in the Gift Card Claim Email.\n 7. It is your responsibility to check the terms and conditions for using the Gift Card (including its expiry date) – these will be sent to you with the Gift Card.\n 8. The Gift Card Reward Email should be kept securely – Hyperoptic is under no obligation to replace it if you lose or delete the email.\n 9. By applying the Gift Card Promotion to your order for Hyperoptic’s service, you accept and agree to these Terms.\n10. Other than as stated in the direct marketing message you receive, no other Hyperoptic offer or promotional pricing can be used in connection with this Gift Card Promotion.\n11. Hyperoptic reserves the right to refuse to apply the Gift Card Promotion and/or to send a Gift Card to anyone in breach of these Terms.\n12. Hyperoptic reserves the right to terminate, cancel, suspend, or amend the Gift Card Promotion, if necessary.\n13. Hyperoptic reserves the right to replace a Gift Card with an alternative gift card of equal or higher value if circumstances beyond Hyperoptic’s control make it necessary to do so.\n14. Personal data supplied during the course of the Gift Card Promotion will only be processed as set out in Hyperoptic’s Privacy Policy available at [ www.hyperoptic.com/legal/post/privacy-and-cookie-policy](/legal/privacy-and-cookie-policy). We will share your email address with Invitation Digital Limited (Giftcloud) so that they can send you the Gift Card Email.\n15. Hyperoptic’s services, under this Gift Card Promotion or otherwise, are only available at premises which are already covered by our network.\n16. Hyperoptic’s Residential Customer Terms of Service ([https://www.hyperoptic.com/legal/post/terms-of-service/](/legal/residential-customer-terms-of-service)) will apply to your Hyperoptic order.\n17. These Terms are governed by English law and you agree to the jurisdiction of the English courts.\n18. Please contact Hyperoptic at [support@hyperoptic.com](mailto:support@hyperoptic.com) or 0333 332 1111 with any questions about Hyperoptic’s broadband services and/or the Gift Card Promotion.\n19. Please visit[ hyperoptic.com/home-broadband](/home-broadband/) for full details about Hyperoptic’s residential broadband service (including standard charges and fees).",{"_uid":97,"title":98,"plugin":39,"og_image":18,"og_title":18,"description":99,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"b68a34d6-716a-49ff-907f-eaa99c1f2a38","£25 Amazon Gift Card Promotion Terms & Conditions (“Terms”) | Hyperoptic","Legal section | Find more about £25 Amazon Gift Card Promotion Terms & Conditions (“Terms”) | Hyperoptic","25-amazon-gift-card-promotion-terms-conditions-terms-","legal/25-amazon-gift-card-promotion-terms-conditions-terms-",-330,[],"3165227e-0a37-442f-958e-5c0ac7cc1b02","2026-07-31T14:07:25.855Z",[],{"name":108,"created_at":109,"published_at":78,"updated_at":78,"id":110,"uuid":111,"content":112,"slug":126,"full_slug":127,"sort_by_date":17,"position":128,"tag_list":129,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":130,"first_published_at":131,"release_id":17,"lang":51,"path":17,"alternates":132,"default_full_slug":17,"translated_slugs":17},"Terms and Conditions for Supply and Use of 4G Hotspot Device","2026-08-03T10:47:07.022Z",205063893113700,"874fa23b-ddaf-4cfe-8805-fd44ad8fef8a",{"_uid":82,"body":113,"Layout":35,"metatags":123,"component":41,"page_type":42,"page_category":43},[114,121],{"_uid":85,"media":115,"theme":21,"title":108,"layout":22,"eyebrow":18,"component":23,"cta_link_1":117,"cta_link_2":118,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":119,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":116},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":120},{},{"id":18,"_uid":94,"component":33,"html_content":122},"These are the terms and conditions (“Terms”) for the supply by Hyperoptic of a 4G hotspot device (“Hotspot Device”) for your temporary use while we connect you to our service if you are our new customer or while we fix a fault with our service if you are our existing customer.\n\n1\\. About us\n\n1.1  Hyperoptic Ltd (“Hyperoptic”) is an internet service provider, registered as a limited company in England and Wales under company number 07222543. Our registered office and main trading address is at Kings House, 174 Hammersmith Road, London, W6 7JP and our VAT number is 164 6525 96.\n\n2\\. These Terms\n\n2.1  In these terms, we, us and our refer to Hyperoptic, while you and your refer to you, our customer, who has signed up to our [Residential Customer Terms of Service](/legal/residential-customer-terms-of-service) (“Residential Terms”) in which case you are our “Residential Customer”, our Business Customer Terms of Service (“Business Terms”), in which case you are our “Business Customer”.\n\n2.2  The supply and use of the Hotspot Device and all the additional items (including the SIM card, charger, cables, leads and plugs) sent along with the Hotspot Device together the “Hotspot Equipment”), are governed by our [Residential Terms](/legal/residential-customer-terms-of-service)[ ](https://webdev-proxy.hyperoptic.com/legal/post/terms-of-service/)or our [Business Terms](/legal/business-customer-terms-of-service), whichever applies to you, along with any other documents forming part of your customer agreement with us (“Agreement”), as well as by these Terms. For the purposes of the [Residential Terms](/legal/residential-customer-terms-of-service) and the [Business Terms](/legal/business-customer-terms-of-service), the Hotspot Equipment is to be treated as “Equipment”. For the purposes of any other document forming part of your Agreement, internet access via the Hotspot Device is to be treated as a “Service” which we are providing to you. If there is any inconsistency between any document forming part of your Agreement and these Terms in relation to the supply and use of the Hotspot Device, these Terms take priority.\n\n3\\. Supply of Hotspot\n\n3.1  We will supply you with a Hotspot Device that will convert a 4G signal into a wifi signal, which you can use to connect to the internet, until your Hyperoptic fixed line broadband service is available or until we otherwise tell you to return it to us (see clause 8.1). We will send the Hotspot Device to the address for which you ordered our fixed line broadband service (“Your Property”).\n\n3.2  The Hotspot Device can provide you with a maximum of 100 gigabytes of data per month.\n\n3.3  The Hotspot Device comes with a SIM card and charger. The Hotspot Device will not work unless you keep it charged and have properly installed the SIM card.\n\n3.4  The Hotspot Equipment remains the property of Hyperoptic or its suppliers.\n\n4\\. Payment\n\n4.1  We will not charge you for the supply or use of the Hotspot Device unless:\n\n(a) you breach the conditions set out in these Terms, in which case we can charge you the full reasonable cost of repair or replacement (as applicable) for any loss or damage to the Hotspot Equipment (you may also have other liability to us in respect of the Hotspot Equipment under another document forming part of your Agreement). In particular, if you do not return the Hotspot Equipment to us in accordance with clause 8, we can charge you a “Non-returned Hotspot Device Fee”, as set out in our [Guide to Charges and Fees for Residential Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf) if you are our Residential Customer or our [Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf) if you are our Business Customer; or\n\n(b) notwithstanding paragraph (a) above, you are a new customer who is a consumer and you exercise your statutory right to cancel your Agreement within the 14 days starting on the day after you receive your order confirmation email from us. In this case, we can charge you a reasonable amount for:\n\n(i) the use of the Hotspot Device up until the time you cancelled (including the cost of sending the Hotspot Equipment to you); and\n\n(ii) the cost returning the Hotspot Equipment to us.\n\n5\\. Your obligations\n\n5.1  You must read and carefully follow the instructions that are sent to you with the Hotspot Device (“Instructions”).\n\n5.2  We will send you packaging along with the Hotspot Equipment which you should keep and use when you return the Hotspot Equipment to us (see clause 8).\n\n5.3 You must only use and keep the Hotspot Equipment in accordance with the Instructions. You must keep the Hotspot Equipment at Your Property at all times until you return it on our request (see clause 8).\n\n5.4  You are fully responsible for keeping the Hotspot Equipment safe and in good working order. You must not do anything (or allow anything to be done) that damages or interferes with the Hotspot Equipment or prevents the use of or easy access to it. You are not allowed to sell, charge or otherwise deal in, or remove any notices attached to, the Hotspot Equipment (or allow anyone else to do so).\n\n5.5  You must follow any instructions we give you in connection with damaged or faulty Hotspot Equipment (see clause 7.2) and provide us with any information in connection with the Hotspot Equipment and its use that we ask you about.\n\n5.6  You must comply with our [Acceptable Usage Policy](/legal/acceptable-usage-policy) when using the Hotspot Equipment.\n\n5.7 You must, in connection with using the Hotspot Equipment:\n\n(a) comply with any reasonable instructions from us and with any health and safety and security policies that we have in place from time to time relating to the use of the Hotspot Equipment that we tell you about;\n\n(b) not use the Hotspot Equipment (or the internet network that you connect to through it) in any way that breaches any third party’s rights or any licence, code of practice, instructions or guidelines issued by a relevant regulatory authority;\n\n© hold (and continue to hold) any licences, consents and/or notifications required under any applicable legislation, regulation and/or administrative order to receive and use the Hotspot Equipment (or the internet network that you connect to through it);\n\n(d) notify us of any methods of doing business which may affect your use of the Hotspot Equipment (or the internet network that you connect to through it) or your ability to comply with these Terms.\n\n5.8 You must provide us with any information and/or assistance that we reasonably need to perform our obligations under these Terms.\n\n5.9 You must notify us immediately if you become aware of any person using the Hotspot Equipment (or the internet network that they connect to through it) in an improper or illegal way.\n\n5.10 You agree that accessing and using the internet through the Hotspot Equipment is solely at your risk and is subject to all applicable laws. We have no responsibility for any information, software, services, goods or other materials that you obtain, using the internet.\n\n6\\. Liability\n\n6.1  We will have no liability to you in connection with your inability to use the Hotspot Device to connect to the internet.\n\n6.2  For the avoidance of doubt,\n\n(a) any compensation for delayed activation under our Automatic Compensation Policy relates to a delay to the activation date (if any) notified to you in respect of your Hyperoptic fixed line broadband (and/or telephone) service – it does not apply to your use of the Hotspot Device; and\n\n(b) any compensation for delayed repair under our [Automatic Compensation Policy](/legal/automatic-compensation-policy), or for service faults under our [Business Terms](/legal/business-customer-terms-of-service), only applies to our fixed line broadband (and/or telephone) service – it does not apply to any problem you may have accessing the internet using the Hotspot Device.\n\n7\\. Damaged or faulty Hotspot Equipment\n\n7.1  You must contact us by telephone (see clause 9.2) as soon as possible if you become aware of any fault with any of the Hotspot Equipment.\n\n7.2  At our option, we may then advise you of what steps you should take or arrange for repair and/or replacement Hotspot Equipment to be sent to you.\n\n8\\. Returning the Hotspot Equipment\n\n8.1  You must return all the Hotspot Equipment, using the original packaging and pre-paid label provided for returns (which was sent to you along with the Hotspot Equipment), to the following address: Returns, Hyperoptic Ltd., Unipart Logistics, Cowley Distribution Centre, (Hyperoptic Bay 6), Garsington Road, Cowley, Oxford, OX4 2PG.\n\nYou must make this return via the Post Office, obtain a receipt from the Post Office in relation to the return, and send a photo of that Post Office receipt to [support@hyperoptic.com](mailto:support@hyperoptic.com). If you do not send us this photo, and we do not receive the Hotspot Equipment in accordance with the timescale set out in clause 8.2 below, we can treat you as not having returned the Hotspot Equipment (and can charge you in accordance with clause 4).\n\n8.2  We will contact you by telephone, text message or email, using the most recent details you have provided to us in connection with your customer account, to let you know when you should return the Hotspot Equipment to us. You must return the Hotspot Equipment within 5 working days of receiving our message.\n\n9\\. Contacting each other\n\n9.1  We will contact you by telephone, text message or email, using the most recent details you have provided to us in connection with your customer account. Where we send an email or text message, you will be treated as having received it that day.\n\n9.2  You can contact us:\n\n(a) by telephone on 0333 332 1111\n\n(b) by email at [support@hyperoptic.com](mailto:support@hyperoptic.com) or\n\nbut should always use the contact method(s) set out in any clause of these Terms that specifically applies to your reason for getting in touch.\n\n10\\. Other general provisions\n\n10.1 These Terms form part of your Agreement. Your Agreement is only between you and us. No-one else can enforce it and you cannot transfer it to anyone else. No others can use the Contracts (Rights of Third Parties) Act 1999 to acquire such rights. However, we may take instructions from someone else we think, with good reason, is acting with your permission. We can transfer your Agreement, and/or our rights and obligations under it (or any part of them) to another company or other entity (or to any of our or their subcontractors).\n\n10.2 Each part or term of these Terms operates separately and will remain valid and enforceable even if a court or other relevant authority finds that other parts or terms of these Terms or your Agreement are invalid or cannot be enforced.\n\n10.3 We are not responsible for failing to do (or if we are delayed in doing) what we promise under these Terms, if this is due to matters beyond our reasonable control.\n\n10.4 Your Agreement (including these Terms):\n\n(a) sets out everything agreed between you and us; and\n\n(b) replaces any previous understanding or agreement between you and us,  \nabout our providing you with the Hotspot Equipment and your use of it.\n\n10.5 If we delay taking steps against you under these Terms where you have breached these Terms or your Agreement in any way, this will not prevent us taking steps against you at a later date for that breach or any other breach by you of these Terms or your Agreement.\n\n10.6 These Terms are made under English law. Claims or disputes under these Terms will be brought in the English and Welsh courts. If you are a consumer and are a resident of Scotland or Northern Ireland, you may bring a claim in the local courts there.\n\nThese Terms are effective from 22 May 2023.",{"_uid":97,"title":124,"plugin":39,"og_image":18,"og_title":18,"description":125,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"Recruitment Privacy Notice | Hyperoptic","Legal section | Find more about Recruitment Privacy Notice | Hyperoptic","terms-and-conditions-for-supply-and-use-of-4g-hotspot-device","legal/terms-and-conditions-for-supply-and-use-of-4g-hotspot-device",-320,[],"0906af04-c059-4294-9d05-9c4bb409102d","2026-08-03T10:48:45.084Z",[],{"name":134,"created_at":135,"published_at":78,"updated_at":78,"id":136,"uuid":137,"content":138,"slug":150,"full_slug":151,"sort_by_date":17,"position":152,"tag_list":153,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":154,"first_published_at":131,"release_id":17,"lang":51,"path":17,"alternates":155,"default_full_slug":17,"translated_slugs":17},"Recruitment Privacy Notice","2026-08-03T10:45:52.064Z",205063586089762,"e0fa2ecc-85e2-424f-8bf2-07914cbaf000",{"_uid":82,"body":139,"Layout":35,"metatags":149,"component":41,"page_type":42,"page_category":43},[140,147],{"_uid":85,"media":141,"theme":21,"title":134,"layout":22,"eyebrow":18,"component":23,"cta_link_1":143,"cta_link_2":144,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":145,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":142},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":146},{},{"id":18,"_uid":94,"component":33,"html_content":148},"These are the terms and conditions (“Terms”) for the supply by Hyperoptic of a 4G hotspot device (“Hotspot Device”) for your temporary use while we connect you to our service if you are our new customer or while we fix a fault with our service if you are our existing customer.\n\n1. About us\n\n1.1  Hyperoptic Ltd (“Hyperoptic”) is an internet service provider, registered as a limited company in England and Wales under company number 07222543. Our registered office and main trading address is at Kings House, 174 Hammersmith Road, London, W6 7JP and our VAT number is 164 6525 96.\n\n2. These Terms\n\n2.1  In these terms, we, us and our refer to Hyperoptic, while you and your refer to you, our customer, who has signed up to our Residential Customer Terms of Service (“Residential Terms”) in which case you are our “Residential Customer”, our Business Customer Terms of Service (“Business Terms”), in which case you are our “Business Customer”.\n\n2.2  The supply and use of the Hotspot Device and all the additional items (including the SIM card, charger, cables, leads and plugs) sent along with the Hotspot Device together the “Hotspot Equipment”), are governed by our Residential Terms or our Business Terms, whichever applies to you, along with any other documents forming part of your customer agreement with us (“Agreement”), as well as by these Terms. For the purposes of the Residential Terms and the Business Terms, the Hotspot Equipment is to be treated as “Equipment”. For the purposes of any other document forming part of your Agreement, internet access via the Hotspot Device is to be treated as a “Service” which we are providing to you. If there is any inconsistency between any document forming part of your Agreement and these Terms in relation to the supply and use of the Hotspot Device, these Terms take priority.\n\n3. Supply of Hotspot\n\n3.1  We will supply you with a Hotspot Device that will convert a 4G signal into a wifi signal, which you can use to connect to the internet, until your Hyperoptic fixed line broadband service is available or until we otherwise tell you to return it to us (see clause 8.1). We will send the Hotspot Device to the address for which you ordered our fixed line broadband service (“Your Property”).\n\n3.2  The Hotspot Device can provide you with a maximum of 100 gigabytes of data per month.\n\n3.3  The Hotspot Device comes with a SIM card and charger. The Hotspot Device will not work unless you keep it charged and have properly installed the SIM card.\n\n3.4  The Hotspot Equipment remains the property of Hyperoptic or its suppliers.\n\n4. Payment\n\n4.1  We will not charge you for the supply or use of the Hotspot Device unless:\n\n(a) you breach the conditions set out in these Terms, in which case we can charge you the full reasonable cost of repair or replacement (as applicable) for any loss or damage to the Hotspot Equipment (you may also have other liability to us in respect of the Hotspot Equipment under another document forming part of your Agreement). In particular, if you do not return the Hotspot Equipment to us in accordance with clause 8, we can charge you a “Non-returned Hotspot Device Fee”, as set out in our Guide to Charges and Fees for Residential Customers if you are our Residential Customer or our Guide to Charges and Fees for Business Customers if you are our Business Customer; or\n\n(b) notwithstanding paragraph (a) above, you are a new customer who is a consumer and you exercise your statutory right to cancel your Agreement within the 14 days starting on the day after you receive your order confirmation email from us. In this case, we can charge you a reasonable amount for:\n\n(i) the use of the Hotspot Device up until the time you cancelled (including the cost of sending the Hotspot Equipment to you); and\n\n(ii) the cost returning the Hotspot Equipment to us.\n\n5. Your obligations\n\n5.1  You must read and carefully follow the instructions that are sent to you with the Hotspot Device (“Instructions”).\n\n5.2  We will send you packaging along with the Hotspot Equipment which you should keep and use when you return the Hotspot Equipment to us (see clause 8).\n\n5.3 You must only use and keep the Hotspot Equipment in accordance with the Instructions. You must keep the Hotspot Equipment at Your Property at all times until you return it on our request (see clause 8).\n\n5.4  You are fully responsible for keeping the Hotspot Equipment safe and in good working order. You must not do anything (or allow anything to be done) that damages or interferes with the Hotspot Equipment or prevents the use of or easy access to it. You are not allowed to sell, charge or otherwise deal in, or remove any notices attached to, the Hotspot Equipment (or allow anyone else to do so).\n\n5.5  You must follow any instructions we give you in connection with damaged or faulty Hotspot Equipment (see clause 7.2) and provide us with any information in connection with the Hotspot Equipment and its use that we ask you about.\n\n5.6  You must comply with our Acceptable Usage Policy when using the Hotspot Equipment.\n\n5.7 You must, in connection with using the Hotspot Equipment:\n\n(a) comply with any reasonable instructions from us and with any health and safety and security policies that we have in place from time to time relating to the use of the Hotspot Equipment that we tell you about;\n\n(b) not use the Hotspot Equipment (or the internet network that you connect to through it) in any way that breaches any third party’s rights or any licence, code of practice, instructions or guidelines issued by a relevant regulatory authority;\n\n© hold (and continue to hold) any licences, consents and/or notifications required under any applicable legislation, regulation and/or administrative order to receive and use the Hotspot Equipment (or the internet network that you connect to through it);\n\n(d) notify us of any methods of doing business which may affect your use of the Hotspot Equipment (or the internet network that you connect to through it) or your ability to comply with these Terms.\n\n5.8 You must provide us with any information and/or assistance that we reasonably need to perform our obligations under these Terms.\n\n5.9 You must notify us immediately if you become aware of any person using the Hotspot Equipment (or the internet network that they connect to through it) in an improper or illegal way.\n\n5.10 You agree that accessing and using the internet through the Hotspot Equipment is solely at your risk and is subject to all applicable laws. We have no responsibility for any information, software, services, goods or other materials that you obtain, using the internet.\n\n6. Liability\n\n6.1  We will have no liability to you in connection with your inability to use the Hotspot Device to connect to the internet.\n\n6.2  For the avoidance of doubt,\n\n(a) any compensation for delayed activation under our Automatic Compensation Policy relates to a delay to the activation date (if any) notified to you in respect of your Hyperoptic fixed line broadband (and/or telephone) service – it does not apply to your use of the Hotspot Device; and\n\n(b) any compensation for delayed repair under our Automatic Compensation Policy, or for service faults under our Business Terms, only applies to our fixed line broadband (and/or telephone) service – it does not apply to any problem you may have accessing the internet using the Hotspot Device.\n\n7. Damaged or faulty Hotspot Equipment\n\n7.1  You must contact us by telephone (see clause 9.2) as soon as possible if you become aware of any fault with any of the Hotspot Equipment.\n\n7.2  At our option, we may then advise you of what steps you should take or arrange for repair and/or replacement Hotspot Equipment to be sent to you.\n\n8. Returning the Hotspot Equipment\n\n8.1  You must return all the Hotspot Equipment, using the original packaging and pre-paid label provided for returns (which was sent to you along with the Hotspot Equipment), to the following address: Returns, Hyperoptic Ltd., Unipart Logistics, Cowley Distribution Centre, (Hyperoptic Bay 6), Garsington Road, Cowley, Oxford, OX4 2PG.\n\nYou must make this return via the Post Office, obtain a receipt from the Post Office in relation to the return, and send a photo of that Post Office receipt to support@hyperoptic.com. If you do not send us this photo, and we do not receive the Hotspot Equipment in accordance with the timescale set out in clause 8.2 below, we can treat you as not having returned the Hotspot Equipment (and can charge you in accordance with clause 4).\n\n8.2  We will contact you by telephone, text message or email, using the most recent details you have provided to us in connection with your customer account, to let you know when you should return the Hotspot Equipment to us. You must return the Hotspot Equipment within 5 working days of receiving our message.\n\n9. Contacting each other\n\n9.1  We will contact you by telephone, text message or email, using the most recent details you have provided to us in connection with your customer account. Where we send an email or text message, you will be treated as having received it that day.\n\n9.2  You can contact us:\n\n(a) by telephone on 0333 332 1111\n\n(b) by email at support@hyperoptic.com or\n\nbut should always use the contact method(s) set out in any clause of these Terms that specifically applies to your reason for getting in touch.\n\n10. Other general provisions\n\n10.1 These Terms form part of your Agreement. Your Agreement is only between you and us. No-one else can enforce it and you cannot transfer it to anyone else. No others can use the Contracts (Rights of Third Parties) Act 1999 to acquire such rights. However, we may take instructions from someone else we think, with good reason, is acting with your permission. We can transfer your Agreement, and/or our rights and obligations under it (or any part of them) to another company or other entity (or to any of our or their subcontractors).\n\n10.2 Each part or term of these Terms operates separately and will remain valid and enforceable even if a court or other relevant authority finds that other parts or terms of these Terms or your Agreement are invalid or cannot be enforced.\n\n10.3 We are not responsible for failing to do (or if we are delayed in doing) what we promise under these Terms, if this is due to matters beyond our reasonable control.\n\n10.4 Your Agreement (including these Terms):\n\n(a) sets out everything agreed between you and us; and\n\n(b) replaces any previous understanding or agreement between you and us,\nabout our providing you with the Hotspot Equipment and your use of it.\n\n10.5 If we delay taking steps against you under these Terms where you have breached these Terms or your Agreement in any way, this will not prevent us taking steps against you at a later date for that breach or any other breach by you of these Terms or your Agreement.\n\n10.6 These Terms are made under English law. Claims or disputes under these Terms will be brought in the English and Welsh courts. If you are a consumer and are a resident of Scotland or Northern Ireland, you may bring a claim in the local courts there.\n\nThese Terms are effective from 22 May 2023.",{"_uid":97,"title":124,"plugin":39,"og_image":18,"og_title":18,"description":125,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"recruitment-privacy-notice","legal/recruitment-privacy-notice",-310,[],"3f63bab4-0316-46be-8333-759ec8b3e251",[],{"name":157,"created_at":158,"published_at":78,"updated_at":78,"id":159,"uuid":160,"content":161,"slug":175,"full_slug":176,"sort_by_date":17,"position":177,"tag_list":178,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":179,"first_published_at":131,"release_id":17,"lang":51,"path":17,"alternates":180,"default_full_slug":17,"translated_slugs":17},"Serviced Wi-Fi terms","2026-08-03T10:26:50.373Z",205058909721343,"9c12ac23-c1f8-4517-8537-002716f431ae",{"_uid":82,"body":162,"Layout":35,"metatags":172,"component":41,"page_type":42,"page_category":43},[163,170],{"_uid":85,"media":164,"theme":21,"title":157,"layout":22,"eyebrow":18,"component":23,"cta_link_1":166,"cta_link_2":167,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":168,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":165},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":169},{},{"id":18,"_uid":94,"component":33,"html_content":171},"**1. THESE TERMS AND CONDITIONS**\n\nYou are reading Hyperoptic’s Standard Terms and Conditions (“Terms”) for the supply of wireless internet services (“Services”). These Terms, together with the other documents referenced, herein form the agreement between you and us (“Agreement”), and set out the terms and conditions upon which we will supply you with the Services, which shall apply to your use of the Services, whether as a resident of a building we supply, or guest or other occupier.\n\nThe Agreement for the Services is made up of the following terms (including any other document we refer to in those terms).\n\n- These Terms;\n- The Hyperoptic (Wi-Fi) Acceptable Usage Policy\n- The Hyperoptic Privacy and Cookie Policy ([www.hyperoptic.com/legal/post/privacy-and-cookie-policy/](/legal/privacy-and-cookie-policy))\n\nIf any of these documents contradict each other, the terms will apply in the order set out above.\n\nIn these Terms all references to “we”, “us” or “our” are references to Hyperoptic and all references to “you” and “your” are references to you the user.\n\nReference to the “parties” means both Hyperoptic and you.\n\nBy ticking the box next to ‘I accept the Terms of Service’ on the Home Page or using the Services, you will be deemed to have accepted the Agreement and be bound by the terms. If you do not wish to enter into the Agreement, you should not use the Services.\n\nYou will find a summary of the key definitions of words which we use in these Terms in Clause 17.\n\n \n\n **2. INFORMATION ABOUT US**\n\nHyperoptic Ltd (“Hyperoptic”) is an Internet Service Provider (“ISP”). We are a limited company registered in England and Wales under company number 07222543 and our registered office and main trading address is at Kings House, 174 Hammersmith Road, London, W6 7JP. Our VAT number is 164 6525 96.\n\nWe are regulated in the UK by Ofcom. We are also a member of the UK Internet Service Providers Association (“ISPA”) and Ombudsman Services (an independent alternative dispute resolution service). You can find further details about these organisations below under Clause 14 “Complaints”.\n\n\\*\\*  \n3. SERVICES PURCHASED BY YOUR LANDLORD\\*\\*\n\nThe following paragraphs apply where the landlord or manager of your building or the building you are visiting (the “Landlord”) has entered into an agreement with us to provide the Services to that building, which includes your home or communal areas.\n\nOur agreement with the Landlord is conditional on you complying with all the documents which make up the Agreement (as set out in Clause 1 above).\n\nOur obligation to provide the Services is owed to the Landlord and not to you directly. You understand that:\n\n(i) The agreement between you and us is limited to you agreeing to comply with all the documents which make up the Agreement (as set out in Clause 1 above), in return for our agreeing to provide the Services;\n\n(ii) We have no obligation to you under the Agreement and no terms about the installation, provision and maintenance of the Services or that may put obligations or restrictions on us, apply between you and us;\n\n(iii) Hyperoptic and the Landlord will between them deal with all failures of or faults with the Services, as well as any problems about installation. You understand and agree that you can’t bring any claims or other legal proceedings against us relating to such failures, faults or problems (“Claims”). If you do make any Claims, you will fully compensate us for them.\n\nWe may agree that you can report faults with the Service to us directly and ask us to fix them. We may incur costs in investigating and fixing these faults or carrying out work that you request. If the Landlord tells us to, we may bill you for these costs and you’ll have to pay them. We’ll tell you how you should do this at the time. This doesn’t change paragraph (iii) of this Clause 3.\n\nWe may suspend or end the Services:\n\n(i) under the terms of our agreement with the Landlord (for example, if the Landlord doesn’t pay what it owes us); and/or\n\n(ii) if you don’t keep to any term of a document which is part of the Agreement (as set out in Clause 1 above).\n\nIf you order extra services from us (that aren’t part of the Services purchased by the Landlord) (“Additional Services”), these will be covered by a separate legal agreement between you and us. You understand that in some cases we can only provide your Additional Services if we’re also providing the Services to the Landlord. If we suspend or end the agreement with the Landlord for any reason, your Additional Services might not work. We won’t accept responsibility for this. However, you may be able to order services similar to the Services from us directly (we’ll let you know if this is possible).\n\n\\*\\*  \n4. TERM OF AGREEMENT, SUSPENSION, RESTRICTION AND TERMINATION\\*\\*\n\nThe Agreement for the Services starts on the date you first use the Services.\n\nWe may end this Agreement or suspend your use of the Services if:\n\n- you misuse the Services (see the “Hyperoptic (Wifi) Acceptable Usage Policy” - [https://www.hyperoptic.com/legal/post/acceptable-usage-policy/](/legal/acceptable-usage-policy))\n- we have reason to believe that you have provided us false, inaccurate or misleading information either for the purpose of obtaining the Services or at any time during the registration process or provision of the Services;\n- we have reason to believe that you or another person using your device(s) have committed, or may be committing, any fraud against us and/or any other person or organisation by using the Services;\n- you or anyone you authorise to deal with us on your behalf acts in a way towards our staff or agents which we reasonably consider to be inappropriate;\n- any permission under which we are entitled to connect, maintain, modify or replace the Network equipment is ended for any reason;\n- we are required to comply with an order, instruction or request of Government, an emergency services organisation or other competent administration or regulatory authority;\n- either our legal authority to operate as a public communications provider is suspended for any reason or we think it’s necessary for security, technical or operational reasons; or\n- we so determine, for any other or no reason, without cause.\n\n\\*\\*  \n5. USING THE SERVICES\\*\\*\n\nIn order to use the Services, you will be required to accept the Agreement. This will typically require you to follow a confirmation or registration process on the Home Page.  If you choose, or are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential.\n\nYou will be responsible for all use made of the Services using your device(s).\n\nIf for any reason Hyperoptic cannot provide the Services, we will use reasonable endeavours to notify you or the Landlord as soon as reasonably possible. Your Agreement will terminate and if you have purchased any upgrades to the Services and the Agreement is cancelled before you have been able to make use of such upgrades, any Charges you have paid for them during your then current payment period, will be refunded to you. Note that any such refunds will be calculated after deducting amounts payable for any upgrades to the Services (at the then current day rate) which were made available to you.\n\nWe have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these Terms or the Agreement.\n\nIf you know or suspect that anyone other than you knows your user identification code, you must promptly notify us.\n\nThe actual speed and performance of the Services will depend on a number of factors (including, for example, the limitations of the devices you connect to the Services), some of which are outside our control. You acknowledge that we cannot guarantee that maximum transmission speeds can be obtained at any time; nor can we guarantee that your connection will reach any specific speeds. We will use our reasonable endeavours to inform you or the Landlord (or building manager) of any issues and attempt to resolve them as soon as reasonably possible.\n\nWe have the right to terminate the Agreement without liability for any reason at our sole discretion. If Hyperoptic ends your Agreement before connection (other than as a result of your own act or omission) any Charges you have paid will be refunded to you. Any refunds will be calculated after deduction of the amounts payable for the Services which were made available to you.\n\n\\*\\*  \n6. PAYMENT TERMS AND CHARGES\\*\\*\n\nThe Services may be made available free of charge. In some cases the option to pay to upgrade to faster speeds may be available. If you’re required to pay in order to receive such upgrades to the Services, you’ll need to make such payments before you receive those upgrades. You can do this using Visa or MasterCard via a secure web page which shall be notified to you.\n\n\\*\\*  \n7. SERVICE INTERRUPTIONS\\*\\*\n\nOccasionally, we may have to:\n\n- interrupt all or part of the Services. If we do so, we will take reasonable measures to restore the Services as quickly as we can;\n- make minor changes to certain technical specifications, including limits for transferring information which are associated with the Services;\n- make changes to our Network; or\n- suspend provision of the Services for operational or technical reasons.\n\n \n\nIf we reasonably believe that you are using the Services in breach of your obligations (see Clause 8 “Your Obligations” below), including breach of the Hyperoptic (Wifi) [Acceptable Usage Policy](/legal/acceptable-usage-policy), we may, without liability or further notice, suspend your Services or, in certain circumstances, terminate your Agreement (see Clause 4 “Term of Agreement, Suspension, Restriction, and Termination” above).\n\nWe make no commitment or guarantee that the Services will be available at all times and cannot be held responsible for disruptions which are caused by matters beyond our reasonable control (see Clause 10 “Matters Beyond our Reasonable Control” below).\n\n\\*\\*  \n8. YOUR OBLIGATIONS\\*\\*\n\nYou agree that you will comply fully with your obligations under the Agreement, and at all times:\n\n- comply with the terms set out in the Hyperoptic (Wifi) Acceptable Usage Policy ([www.hyperoptic.com/servicedwifiterms](http://www.hyperoptic.com/servicedwifiterms)), and ensure that any others using the Services via your home, office, device(s) or premises comply with that policy, too;\n- keep your security information safe and tell us immediately if you become aware of any improper disclosure of your security information or unauthorised use of the Services through your home, office, device(s) or premises;\n- provide complete, accurate and truthful information to us (especially during the registration process, if applicable) and ensure that this information is always kept up to date and accurate;\n- only you control the content you upload or download using the Network. We have no responsibility for any such content;\n- comply with the Agreement and any reasonable instructions we give you;\n- indemnify (fully compensate) Hyperoptic against all losses, liabilities, costs (including legal costs) and expenses which Hyperoptic may incur as a result of any third party claims against Hyperoptic arising from, or in connection with your use or misuse of the Services or breach of these Terms or the Agreement;\n- not to use the Services for business purposes other than “Remote Working” (see definition in Clause 17, below); and\n- all amounts due to Hyperoptic shall be paid in full (without deduction or withholding except as required by law) and you shall not be entitled to assert any credit, set-off or counterclaim against Hyperoptic in order to justify withholding payment of any such amount in whole or in part.\n\n \n\nFrom time to time, Hyperoptic may (with or without notice to you) review, record or check your use of the Services where Hyperoptic is required to do so, to ensure compliance with any Applicable Law or where ordered to do so by any court or other body or authority with the power to require such monitoring, and for our own internal purposes to ensure compliance with the Agreement (including the Hyperoptic (Wi-Fi) Acceptable Usage Policy - [www.hyperoptic.com/servicedwifiterms](http://www.hyperoptic.com/servicedwifiterms)). Please see the Hyperoptic Privacy and Cookie Policy ([www.hyperoptic.com/legal/post/privacy-and-cookie-policy/](/legal/privacy-and-cookie-policy)) for more details on how we use your information.\n\nWe may monitor and record calls relating to Customer Service. We do this for training purposes and to improve the quality of our customer services.\n\n\\*\\*  \n9. HYPEROPTIC’S LIABILITY TO YOU AND LIMITATIONS TO HYPEROPTIC’S LIABILITY\\*\\*\n\nWhen we carry out any obligation under the Agreement, our duty is to exercise the reasonable care and skill of a competent service provider only.\n\nWe do not warrant that the provision of the Services will be fault-free or uninterrupted, but we will use all reasonable care and skill to provide and maintain the Services. Unfortunately, we cannot guarantee that the Services we provide will never be faulty.\n\nExcept as expressly set out in the Agreement, Hyperoptic is not liable to pay damages for use of the Services or any losses caused by delays or interruptions. We are not liable to pay damages if anyone else, other than you, gains access to your device(s) (and uses the Services), or gains access to, destroys or distorts any data or information held by us.\n\nWe are not responsible for any goods or services supplied in a separate agreement with another supplier, even if access to these goods or services is through our Network.\n\nExcept as expressly set out below in relation to property damage, our aggregate liability to you with respect to this Agreement for any claims arising in any calendar year (whether in contract, tort, arising as a result of negligence or breach of statutory duty or otherwise) shall not exceed £20 or, if higher, 125% of the Charges you have actually paid in respect of upgrades to the Services, if such upgrades are available at the property where you’re receiving those Services.\n\nTo the extent permitted by law, we, other members of our group of companies and third parties connected to us, hereby expressly exclude:\n\n \n\n1. All conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity.\n2. All liability in contract, tort (including negligence and breach of statutory duty) or otherwise arising under or in connection with this Agreement for:\n\n- any loss or damage incurred by you or any user of the Services or of the Home Page in connection with the use, inability to use, or results of the use of, our Services, the Home Page, additional equipment, Hyperoptic’s website, any websites linked to it or any materials posted on it or on such linked websites;\n- any indirect or consequential loss or damage that is not reasonably foreseeable and for any of the following (whether the same are direct or indirect, and irrespective of whether they are reasonably foreseeable):\n  - loss of income or revenue;\n  - loss of business or opportunity;\n  - loss of profits or contracts;\n  - loss of anticipated savings;\n  - loss or corruption of data, information or software;\n  - loss of goodwill;\n  - the cost of procuring substitute goods or services; and\n  - wasted management or office time,\n- any other loss or damage of any kind, provided that this condition shall not prevent claims (i) for loss of or damage to your tangible property arising from our negligence for which we will pay up to £1000 (provided the loss is not covered by any insurance), or (ii) any other claims for direct financial loss that are not excluded by any of the categories set out above (subject to the cap on liability set out above).\n\n \n\nWe will not be liable to you for any losses that you may suffer if you have used the Services we provide for business purposes.\n\nIn the event of any failure in the Services, we shall not be responsible for any charges incurred by you should you divert your traffic to another communications provider.\n\nEach provision of this section is to be construed as a separate provision, applying and surviving even if one or more of the other provisions of this Clause 9 is held inapplicable or unreasonable.\n\nThis does not affect our liability for death or personal injury arising from our (or our employees’, contractors’ or agents’) negligence, nor our liability for fraudulent misrepresentation or misrepresentation as to a fundamental matter, nor any other liability which cannot be excluded or limited under Applicable Law.\n\nAs a consumer (where you purchase an upgrade), the terms of the Agreement will not affect any legal rights which you may have which cannot be excluded by agreement. For more details of your legal rights, you should contact your local Citizens Advice Bureau ([www.citizensadvice.org.uk](http://www.citizensadvice.org.uk/)).\n\nYou shall at all times be under a duty to mitigate any losses suffered by you.\n\n\\*\\*  \n10. MATTERS BEYOND OUR REASONABLE CONTROL\\*\\*\n\nSometimes we may not be able to do what we have agreed because of something beyond our reasonable control, which may include (but is not limited to): lightning, flood, severe weather, fire, explosion, terrorist activities, war, civil disorder, damage or vandalism to our Network or equipment, anything done by local or national Governments or other competent authorities, or industrial disputes. There may be other reasons too. In these cases, we do not accept responsibility for not providing you with the Services.\n\n\\*\\*  \n11. PRIVACY\\*\\*\n\nIn some cases, you will be required to set up an account in order to use the Services. In these cases, and/or where you take advantage of an option to upgrade, we will process the required personal data for the purpose of registering you as a user or taking payments. Please see the Hyperoptic Privacy and Cookie Policy ([www.hyperoptic.com/legal/post/privacy-and-cookie-policy/](/legal/privacy-and-cookie-policy)) for how we deal with personal information you provide to us.\n\n \n\n**12. OTHER GENERAL PROVISIONS**\n\nYou accept that the Agreement for the Services (reference to the Services in this Clause 12 includes any upgrades that have been purchased in respect of them) is personal to you and agree not to transfer it or the benefit of the Services to anyone else, or to try to do so. However, we may take instructions from a person who we think, with good reason, is acting with your permission. We can transfer the Agreement for the Services or the provision of the Services to a third party if we think this is reasonably necessary.\n\nYou shall keep as confidential all information disclosed to you by, or on behalf of us, which could be reasonably considered to be confidential. This shall include, but not be limited to, all information disclosed by us to you which relates to our business which is not in the public domain. You shall not use any information so provided other than to perform your obligations under this Agreement.\n\nAny failure or delay by Hyperoptic in exercising or enforcing any rights or benefits granted by these Terms or the Agreement will not be deemed to be a waiver of any such right or benefit, nor will it prevent us from exercising or enforcing any such right or benefit or any other right or benefit on any other occasion.\n\nIf a court, arbitrator or any government agency stipulates that any part of these Terms or the Agreement is unenforceable, the remaining Terms and/or provisions of the Agreement will still be valid and enforceable.\n\nNo third party is entitled to enforce any term under the Agreement under the Contracts (Rights of Third Parties) Act 1999.\n\nThe Agreement sets out the entire agreement between you and Hyperoptic relating to the provision of the Services (which includes any upgrades you may have purchased in respect of them) to you, including all intended rights and obligations, and supersedes any and all previous agreements and understandings between you and Hyperoptic with respect to such provision.\n\n\\*\\*  \n13. HOW WE CONTACT EACH OTHER\\*\\*\n\nIf you need any assistance in relation to the Services, payment or registration, please contact your building manager in the first instance.  If problems persist or you are not happy with your building manager’s handling of the situation, you can make a complaint using the details below in clause 14. Please note, all queries relating to the functioning of the Services should be raised through the Landlord and we will not be able to assist with these queries directly with you.\n\nYou may contact us directly only where you have a query relating to Charges you have paid or your invoice.\n\nWe will contact you at the email address that you provide to us when you pay for an upgrade. When we need to contact you, we may also use your mobile phone number as we deem appropriate.\n\n\\*\\*  \n14. COMPLAINTS\\*\\*\n\nHyperoptic has a procedure for handling complaints regarding breaches of the Agreement.\n\nIf you wish to make a complaint, please send an email to [support@hyperoptic.com](mailto:support@hyperoptic.com) quoting ‘Wifi at \\[your building name\\] Complaint’ in the subject line. This will allow us to deal with your complaint promptly. You may also call us on the number set out in this Clause 14, below. However, we will always require information about your complaint to be made in writing to allow us to investigate properly.\n\nIf you are reporting any illegal or unacceptable use of Hyperoptic’s Services, please email [support@hyperoptic.com](mailto:support@hyperoptic.com) quoting “Wifi \\[your building name\\]” in the subject line and provide us with as many details and as much evidence as possible, to help us understand and investigate the problem. Please always ensure that you include a short description of why you are making the complaint, together with your name and full contact details.\n\nIf you wish to make a complaint or need any further information regarding the Agreement, then please contact us at: [support@hyperoptic.com](mailto:support@hyperoptic.com) (quoting “Wi-Fi at \\[your building name\\]” in the subject line); or Customer Support: 0333 332 1111\n\nWe are members of the UK Internet Service Providers Association (“ISPA”) ([www.ispa.org.uk](http://www.ispa.org.uk)). ISPA is the UK’s Trade Association for providers of internet services and promotes competition, self-regulation and the development of the internet industry. We have agreed to abide by ISPA’s Code of Practice \u003Chttp://www.ispa.org.uk/about-us/ispa-code-of-practice/ml> which, amongst other things, requires ISPA members to join an alternative dispute resolution scheme to help resolve disputes which may arise with individual or small business (those with no more than 10 employees) customers. We are member of Ombudsman Services (a provider of an alternative dispute resolution scheme). You therefore have the option of referring disputes to Ombudsman Services if you are an individual or small business (as described above). You can find further details of our complaints procedures and about Ombudsman Services in our Complaints Code of Practice. Alternatively, you can ask us to send a copy of the Complaints Code of Practice ([www.hyperoptic.com/legal/post/code-of-practice/](/legal/complaints-code-of-practice)) to you.\n\n\\*\\*  \n15. JURISDICTION AND APPLICABLE LAW\\*\\*\n\nThe Agreement and any dispute or claim arising out of, or in connection with, it or its subject matter or formation (including non-contractual disputes or claims), shall be governed by and construed in accordance with the law of England and Wales. The English courts will have exclusive jurisdiction over any claim arising from, or related to, the Agreement although we retain the right to bring proceedings against you for breach of the Agreement in your country of residence or any other relevant country.\n\n\\*\\*  \n16. DATE\\*\\*\n\nThese Terms are effective from 31 October 2018.\n\n\\*\\*  \n17. DEFINITION OF THE WORDS USED IN THESE TERMS\\*\\*\n\nIn these Terms, the following words and expressions shall have the meanings given to them below:\n\n“**Agreement**” means this Agreement as described in Clause 1.\n\n“**Applicable Law**” means any applicable law, statute, bye-law, regulation, order, regulatory policy, guidance, standard or industry code, rule of court or directives or requirements of any government or regulatory body, delegated or subordinate legislation or notice of any government or regulatory body and the common law and the law of equity as applicable to the Parties from time to time.\n\n“**Charges**” means any or all charges to you payable to Hyperoptic in respect of speed upgrades\n\n“**Customer Service**” means our Customer Service team, who can be contacted by emailing [support@hyperoptic.com](mailto:support@hyperoptic.com) or on 0333 332 1111 twenty-four hours a day, seven days a week.\n\n“**Complaints Code of Practice**” means Hyperoptic’s Complaints Code of Practice which sets out how Hyperoptic’s domestic and small business (those with 10 or fewer employees) customers can make a complaint about Hyperoptic and/or its Services and how to take this further, if so required\n\n“**Home Page**” means the pages available within your building through which you can view and accept the Agreement in order to access our Services.\n\n “**Hyperoptic (Wi-Fi) Acceptable Usage Policy**” means Hyperoptic’s Hyperoptic (Wi-Fi) Acceptable Usage Policy, a copy of which is available at [https://www.hyperoptic.com/legal/post/acceptable-usage-policy/](/legal/acceptable-usage-policy)\n\n“**Hyperoptic Privacy and Cookie Policy**” means the Hyperoptic Privacy and Cookie Policy as amended from time to time, a copy of which is available on Hyperoptic’s website\n\n“**Landlord”** means the landlord, person (or company) or manager of your building (or a building you are visiting) who has entered into an agreement with us to provide the Services to that building.\n\n“**Network**” means the network utilised by Hyperoptic to provide the Services to you.\n\n“**Remote Working**” use of the Services for business purposes by you during the course of working away from your usual place of work or by your business operated by you.\n\n “**Services**” means the wireless internet services provided by Hyperoptic from time to time including upgrades ordered by you and provided by us under the Agreement\n\n“**Terms**” means these Standard Terms and Conditions for the wireless internet services.\n\n \n\n \n\n \n\n**Wi-Fi ACCEPTABLE USAGE POLICY**\n\nThe policy applies wherever Hyperoptic Ltd supply Wi-Fi services (the “Services”) at a building in which you reside, hold an office or visit. Use of the Services must be in accordance with this *Hyperoptic (Wi-Fi) Acceptable Usage Policy (“Wifi AUP”)*. This Wi-Fi AUP sets out the rules for using the Services. The rules are designed to make sure that the Services are used in a fair or acceptable way and in a manner that keeps the network we use to provide the Services secure.\n\n**1. INFORMATION ABOUT US**\n\nHyperoptic Ltd (“Hyperoptic”, “we”, “us” or “our”) is a full fibre Internet Service Provider (“ISP”). We are a limited company registered in England and Wales under company number 07222543 and our registered office and main trading address is at Kings House, 174 Hammersmith Road, London, W6 7JP. Our VAT number is 997 6990 21.\n\nWe are regulated in the UK by Ofcom. We are also a member of the UK Internet Service Providers Association (“ISPA”) and the Ombudsman Services (an independent alternate dispute resolution service).  You can find further details about these organisations under “Notifications and Complaints” below.\n\n\\*\\*  \n2. ABOUT THIS Wi-Fi AUP\\*\\*\n\nAll references to “you” and “your” are references to you the resident, guest or other occupier or user of a building in which Hyperoptic provides the Services and also any third party using your device(s) to use the Services.\n\nAny use of the Services (whether by yourself or anyone using your device(s)), must comply with this Wi-Fi AUP at all times and with all other applicable standard terms and conditions. This means you will also need to ensure that anyone using your device(s) to access the Services agrees with this Wi-Fi AUP and is aware of their obligations under it.\n\nIn the next section, we set out details of the uses of the Services that we consider unacceptable or unfair. You will find details of your responsibilities to help keep our network (as defined in the *Terms and Conditions for Wi-Fi Services*) (“Network”) secure listed at the end of this Wi-Fi AUP along with information about how we will deal with breaches of this Wi-Fi AUP and how you can report breaches and/or make a complaint.\n\nThere are certain types of material which infringe applicable local, national or international laws or regulations. Some types of material are illegal to possess, as well as transmit or publish via the internet. You must not post material which infringes others’ intellectual property rights (e.g. trade marks or copyright) or is false and could harm someone’s reputation, or which imposes liability on us for hosting that material. For further information on prohibited actions please see “Unfair and/or Unacceptable Usage” below.\n\nYour use of the internet may cross over onto other networks or use other services which are not owned or operated by Hyperoptic. If this occurs, you must comply with the acceptable usage policies and other terms and conditions imposed by the operators of those networks and services. We are not responsible or liable for the content of any third party website, even if a link to a third party website is on our website or the Home Page (as defined in the *Terms and Conditions for Wi-Fi Services*).\n\nIn some cases you will be required to register an account in order to use the Services. Where this is the case, you will be required to provide your email address and mobile phone number. We will use this to contact you. If you change your email address or mobile phone number you must inform us and may be required to set up a new account. \n\nIf you have any comments or queries, or there is any provision that you do not understand, please feel free to email any enquiry to us at [support@hyperoptic.com](mailto:support@hyperoptic.com) quoting “Wifi AUP” and the name of your building in the subject line.\n\n\\*\\*  \n3. UNFAIR AND/OR UNACCEPTABLE USAGE\\*\\*\n\nYou must use the Services in a fair and acceptable way. This Wi-Fi AUP is intended to help you understand the types of usage which are unfair and/or unacceptable and would breach this Wi-Fi AUP. Please note that it is not possible to state exactly what constitutes “acceptable use” and “unacceptable use” or abuse of the internet or our Services. The list below is not intended to be exhaustive but should help you understand what behaviours will not be tolerated. There may be other activities which are unlawful or considered unacceptable by us.\n\nYou may use our Network and Services only for lawful purposes. You may not use our Network and Services:\n\n1. In any way that breaches any applicable local, national or international law or regulation.\n2. In any way that is criminal, illegal, unlawful or fraudulent, or has any criminal, illegal, unlawful or fraudulent purpose or effect.\n3. For the purpose of harming or attempting to harm children or other vulnerable people in any way.\n4. To send, knowingly receive, publish, post, contribute, distribute, disseminate, collect, access, encourage the receipt of, use, upload, download, record, review or stream, use or re-use any material which does not comply with our content standards (see below).\n5. To transmit or procure the sending of any pyramid selling schemes, any unsolicited or unauthorised advertising or promotional material, or any other form of similar solicitation (such as spam). Should you do so, we reserve the right to block any such materials or solicitation and treat such activity as a breach of this Wi-Fi AUP.\n6. To knowingly or negligently transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware, corrupted files, or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software, hardware or telecommunications equipment owned by Hyperoptic, or any other internet user or person (except where you pass samples of malware in a safe manner to appropriate agencies for the purpose of combating its spread).\n7. To carry on activities that are in breach of any other third party’s rights, including downloading, installation or distribution of pirated software or other inappropriately licensed software, deletion of any author attributions, legal notices or proprietary designations or labels in any file that is uploaded, falsification of the origin or source of any software or other material or that fail to comply with the Data Protection Act 2018, the General Data Protection Regulation and any successor legislation to either piece of legislation when collecting or using an individual’s personal information as defined in that Act.\n8. To monitor or record the actions of any person entitled to be in your home or business premises without their knowledge or any person or thing outside of your home or premises including, without limitation, any public highway or roadway or another person’s home or business premises.\n9. To collect, stream, distribute or access any material that you know, or reasonably should know, cannot be legally collected, streamed, distributed or accessed.\n\n \n\nYou also agree:\n\n 1. Not to reproduce, duplicate, copy, sell or re-sell any part of and/or access to the Home Page, Network or Services.\n 2. Not to access without our permission, interfere with, damage or disrupt:\n 3. any code or any part of the Hyperoptic website;\n 4. any equipment or the network from which the Services or the Home Page are provided;\n 5. any software used in the provision of the Home Page or Services; or\n 6. any equipment or network or software owned or used by any third party, if this is outside what we would expect of someone using our Services.\n 7. Not to do anything that may disrupt or interfere with the Network or Services or cause a host or the Network (or any device connected to it) to crash.\n 8. Not to launch “denial of service” attacks; “mailbombing” attacks; or “flooding” attacks against a host or network (including without limitation port scans, ping floods, packet spoofing, forged routing information, deliberate attempts to overload a service, or any otherwise unspecified form of “denial of service” attack).\n 9. Not to grant access to the Services to others in a way which we would consider unauthorised.\n10. Not to make excessive use of, or place unusual burdens on, the Network.\n11. Not to circumvent the user authentication or security process of a host or network.\n12. Not to create, transmit, store or publish any virus, Trojan, corrupting programme or corrupted data using the Network or Services.\n13. Not to furnish false data on our online applications, sign-up forms or contracts, including fraudulent use of direct debit and bank account details or credit card numbers (such conduct is grounds for immediate termination and may subject you to civil or criminal liability).\n\n**4. CONTENT STANDARDS**\n\nThese content standards apply to any and all material which you send, receive, communicate, publish, post, contribute, distribute, disseminate, collect, access, encourage the receipt of, use or re-use, upload, download, record, review or stream using the Network or Services and to any interactive services associated with the Home Page (“contributions”).\n\nYou must comply with the spirit of the following standards as well as the letter. The standards apply to each part of any contribution as well as to its whole.\n\nContributions must:\n\n1. Be accurate (where they state facts).\n2. Be genuinely held (where they state opinions).\n3. Comply with applicable law or regulation in the UK and in any country from which they originate.\n\nContributions must not:\n\n 1. Contain any false statements that harm anyone’s reputation.\n 2. Contain any material which is indecent, obscene, offensive, hateful or inflammatory.\n 3. Promote sexually explicit material.\n 4. Promote violence.\n 5. Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age.\n 6. Infringe any copyright, database right, intellectual property right or trade mark of any other person.\n 7. Be likely to deceive any person.\n 8. Be made in breach of any legal duty owed to a third party, such as a contractual duty or a duty of confidence.\n 9. Promote any illegal activity.\n10. Be threatening, abuse or invade another’s privacy, or cause annoyance, inconvenience or needless anxiety.\n11. Be likely to harass, upset, embarrass, alarm, menace or annoy any other person.\n12. Be used to impersonate any person, or to misrepresent your identity or affiliation with any person.\n13. Give the impression that they emanate from us, if this is not the case.\n14. Advocate, promote or assist any unlawful act such as (by way of example only) copyright infringement or computer misuse. \n\n\\*\\*  \n5. SECURITY\\*\\*\n\nYou are responsible for protecting your account details (where applicable), used to access the Services and for any authorised or unauthorised use made of your account or device(s).\n\nWhere applicable, you should not disclose your account details to any third party. If you do so, you are responsible for their use of your account. If your account details (including your access code) are disclosed or used without your consent, then you must notify us immediately at [support@hyperoptic.com](mailto:support@hyperoptic.com), quoting the name of the building where you use the Services in the subject line. You are responsible for taking all reasonable steps necessary to prevent a third party obtaining access to the Network.\n\nIt is your responsibility to protect your computer from computer viruses, adware, malware and spyware by installing and updating adequate anti-virus and security software. Hyperoptic will not be held responsible for security breaches to your computer, its files, or applications.\n\nYou are responsible for retaining copies of your own data – Hyperoptic will not be responsible for the loss of any files or data.\n\nYou must immediately advise us if you become aware of any violation or suspected violation of the provisions of this “Security” section.\n\n\\*\\*  \n6. RESPONSIBILITY FOR IMPROPER USE\\*\\*\n\nYou are responsible for all uses made of the Services through your account (whether authorised or unauthorised) and for any breach of this AUP, irrespective of whether an unacceptable use occurs or is attempted, is with or without your knowledge and/or consent, and whether or not you carried out or attempted the unacceptable use alone, contributed to it or acted with others, or allowed any unacceptable use to occur by omission. You agree that Hyperoptic is not responsible for any of your activities in using the Network. It is your responsibility to determine whether any of the content or communications accessed via the Services is appropriate for children, or others in your vicinity and/or using your account to view or use.\n\n\\*\\*  \n7. EXCESSIVE USAGE\\*\\*\n\nHyperoptic does not have a traffic management policy (although we reserve the right to implement such a policy in the future, with or without notice as we deem appropriate). However, if (in our sole opinion) your use of the internet or the Network or Services is so excessive that our other users are being detrimentally affected, then we may suspend or terminate your use of the Services.\n\n\\*\\*  \n8. HOW WE WILL DEAL WITH BREACHES\\*\\*\n\nWe may, at our sole discretion, use either manual or automatic systems to determine compliance with this Wi-Fi AUP. Further, by using the Services you are deemed to have granted permission for us (or our agents or subcontractors) to check your networks and/or machines and your use of the Network and/or Services for this purpose.\n\nWe will investigate suspected or alleged breaches of this Wi-Fi AUP and will use reasonable endeavours to act reasonably and fairly in doing so. We will determine, in our discretion, whether there has been a breach of this Wi-Fi AUP. When a breach of this Wifi AUP has occurred, we may take such action as we deem appropriate.\n\nFurther, if you are found to have breached this Wi-Fi AUP, we may take the actions set out in this Wi-Fi AUP or deal with any such breach in accordance with any other relevant applicable terms and conditions, such as the *Terms and Conditions for Wi-Fi Services*. Failure to comply with this Wi-Fi AUP constitutes a material breach of those terms and conditions and may, at our sole option and discretion, result in our taking all or any of the following actions (with or without notice):\n\n- Immediate, temporary or permanent suspension or termination of your use of the Services.\n- Immediate, temporary or permanent removal of any posting or material uploaded by you to the Internet using the Services.\n- Issue of a warning to you.\n- Legal proceedings against you for reimbursement of all costs on an indemnity basis (which means you are 100% responsible for the full amount of any claim we have against you), including, but not limited to, reasonable administrative and legal costs, resulting from the breach.\n- Further legal action against you.\n- Disclosure of such information to law enforcement or other relevant authorities or regulators as we reasonably feel is necessary.\n\nWe exclude liability for actions taken in response to breaches of this Wi-Fi AUP. The responses described in this policy are not limited, and we may take any other action we reasonably think is appropriate.\n\nTo report any unfair, illegal or unacceptable use of the Services, please send an email to [support@hyperoptic.com](mailto:support@hyperoptic.com)  quoting “Wi-Fi AUP” in the subject line and follow the procedures outlined under “Notifications and Complaints” below.\n\n\\*\\*  \n9. NOTIFICATIONS AND COMPLAINTS\\*\\*\n\nHyperoptic has a procedure for handling reports regarding breaches of this Wi-Fi AUP.\n\nIf you wish to make a report, please send an email to [support@hyperoptic.com](mailto:support@hyperoptic.com) quoting “Wi-Fi AUP” in the subject line. This will allow us to deal with your issue promptly.\n\nIf you are reporting any illegal or unacceptable use of Hyperoptic’s Services, please provide us with as many details and as much evidence as possible to help us understand and investigate the problem (such as a copies of messages and/or headers, full URLs or log files showing unauthorised access to your account, depending on the type of misuse you are reporting). Please always ensure that you include a short description of why you are making the report, together with your name and full contact details.\n\nIf you wish to make a comment or need any further information regarding this Wi-Fi AUP, then please contact us on:  \nE-mail: [support@hyperoptic.com](mailto:support@hyperoptic.com) (quoting “Wi-Fi AUP” in the subject line)\n\nWe are members of the UK Internet Service Providers Association (“ISPA”) ([www.ispa.org.uk](http://www.ispa.org.uk)). ISPA is the UK’s Trade Association for providers of internet services and promotes competition, self-regulation and the development of the internet industry. We have agreed to abide by ISPA’s Code of Practice which, amongst other things, requires ISPA members to join an alternative dispute resolution scheme to help resolve disputes which may arise with individual or small business (those with no more than 10 employees) customers.\n\nWe are a member of Ombudsman Services (a provider of an alternative Dispute Resolution scheme). You may therefore have the option of referring disputes to Ombudsman Services if you are an individual or small business, as described above. You can find further details of our complaints procedures and about Ombudsman Services in our Complaints Code of Practice (available on our website at [www.hyperoptic.com/legal/post/code-of-practice/](/legal/complaints-code-of-practice)). Alternatively, you can ask us to send a copy of the Complaints Code of Practice to you.\n\n \n\n**10. JURISDICTION AND APPLICABLE LAW**\n\nThis Wi-Fi AUP and any dispute or claim arising out of, or in connection with it, its subject matter or formation (including non-contractual disputes or claims), shall be governed by and construed in accordance with the law of England and Wales. The English courts will have exclusive jurisdiction over any claim arising from or related to this Wi-Fi AUP, although we retain the right to bring proceedings against you for breach of this Wi-Fi AUP in your country of residence or any other relevant country.\n\n\\*\\*  \n11. CHANGES TO THIS Wi-Fi AUP\\*\\*\n\nWe may revise this Wi-Fi AUP at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we make, as they are binding on you. Some of the provisions contained in this Wi-Fi AUP may also be superseded by provisions or notices published elsewhere on our website.\n\n\\*\\*  \n12. DATE\\*\\*\n\nThis Wi-Fi AUP is effective from 31 October 2018.",{"_uid":97,"title":173,"plugin":39,"og_image":18,"og_title":18,"description":174,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"Serviced Wi-Fi terms | Hyperoptic","Legal section | Find more about Serviced Wi-Fi terms | Hyperoptic","serviced-wi-fi-terms","legal/serviced-wi-fi-terms",-300,[],"7ab16aaf-094e-4282-a064-28b3603346f2",[],{"name":182,"created_at":183,"published_at":78,"updated_at":78,"id":184,"uuid":185,"content":186,"slug":200,"full_slug":201,"sort_by_date":17,"position":202,"tag_list":203,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":204,"first_published_at":131,"release_id":17,"lang":51,"path":17,"alternates":205,"default_full_slug":17,"translated_slugs":17},"Refer a Business Scheme - Terms & Conditions","2026-08-03T10:23:28.979Z",205058084806758,"30f62eee-a38d-402e-a925-8eea680887bc",{"_uid":82,"body":187,"Layout":35,"metatags":197,"component":41,"page_type":42,"page_category":43},[188,195],{"_uid":85,"media":189,"theme":21,"title":182,"layout":22,"eyebrow":18,"component":23,"cta_link_1":191,"cta_link_2":192,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":193,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":190},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":194},{},{"id":18,"_uid":94,"component":33,"html_content":196},"These are the terms and conditions of Hyperoptic’s Refer a Business Scheme (“**Terms**”) and apply to both the Referrer and the Referred Business (both as defined below).\n\n**Who can participate**\n\n1. These Terms apply when any individual or any business (either of which being a “**Referrer**”), refers a business (a “**Referred Business**”) to Hyperoptic, and that referral is an Eligible Referral (in accordance with clause 6 below).\n2. The Refer a Business Scheme is not applicable when a Referred Business is a current Hyperoptic customer, or has been a Hyperoptic customer within the 12 months prior to the date of their Qualifying Order (defined in clause 6 below).\n3. Anyone taking part in this Refer a Business Scheme is deemed to have accepted these Terms.\n\n**How to take part**\n\n1. The Referrer must check that the Referred Business is happy to hear about the Refer a Business Scheme before the Referrer tells them about it.\n2. When the Referred Business places their Qualifying Order (defined in clause 6 below) they must include the Referrer’s name, email address and telephone number. The Referrer must have agreed that the Referred Business can provide those contact details to Hyperoptic for this purpose.\n\n**Qualifying Orders and Eligible Referrals**\n\n1. A referral will only be eligible for this Refer a Business Scheme (an “**Eligible Referral**”) and therefore qualify for a Reward (see clauses 11 to 19 below) if:\n   - The Referred Business orders a package for Hyperoptic’s Business Broadband Service (the “**Business Services**”) which, in either case, is 100Mb or higher and has a minimum commitment period of at least 12 months (a “**Qualifying Order**”); and\n   - The Referred Business does not terminate its Qualifying Order prior to Hyperoptic (i) activating the relevant Business Service and (ii) receiving full payment from the Referred Business of the first invoice for that Qualifying Order (the “**First Invoice Payment**”); and\n   - The Referred Business gives the Referrer’s name, email address and telephone number during the order process for that Qualifying Order.\n2. If a referral is an Eligible Referral, within 15 days after the First Invoice Payment, Hyperoptic will contact both the Referred Business and the Referrer via email to confirm if they would like their Reward.\n3. Orders for Business Services made via third party sellers are not Qualifying Orders.\n4. Orders for Business Services made under Hyperoptic’s Full-Service or Build-to-Rent offerings or which are otherwise for “Landlord Services” (as defined in Clause 7.1 of Hyperoptic’s [Business Customer Terms of Service](/legal/business-customer-terms-of-service) are not Qualifying Orders.\n5. Eligible Referrals are limited to a maximum of 10 per Referrer in any 12-month period. Any Referrer who would like to refer more Referred Business than this, can contact Hyperoptic at [business.sales@hyperoptic.com](mailto:business.sales@hyperoptic.com) to discuss alternative arrangements.\n\n**Rewards**\n\n1. Within 15 days after the First Invoice Payment, each of the Referrer and the Referred Business will be contacted to confirm their reward.\n2. The choice of Reward for Qualifying Orders for packages of 100mb will be one of:\n   - a £50 invoice credit for Hyperoptic’s Business Services\n3. The choice of Reward for Qualifying Orders for packages of **150Mb** or **250Mb** will be one of:\n   - a £75 invoice credit for Hyperoptic’s Business Services\n4. The choice of Reward for Qualifying Orders for packages of **500Mb** or **1Gb** will be one of:\n   - a £150 invoice credit for Hyperoptic’s Business Services\n5. The relevant Hyperoptic customer account will be credited within 5 working days of notification of the reward. Rewards in the form of invoice credits against a Hyperoptic customer account can only be used to subsidise invoices or monies owed to Hyperoptic for the benefit of the relevant Hyperoptic customer, and cannot be exchanged for cash.\n\n**General**\n\n1. Hyperoptic reserves the right to withdraw or change this Refer a Business Scheme at any time, with or without notice.\n2. Hyperoptic will withhold Rewards if it reasonably suspects fraudulent activity. All decisions made by Hyperoptic are final.\n3. Under this Refer a Business Scheme, a Referrer cannot refer itself to be a Referred Business, neither can an employee refer their employer to be a Referred Business.\n4. Personal data supplied during the course of this Refer a Business Scheme will only be processed as set out in Hyperoptic’s [Privacy and Cookie Policy](/legal/privacy-and-cookie-policy). Hyperoptic will share email addresses with GiftCloud so that GiftCloud can send the Reward Email.\n5. Hyperoptic reserves the right to terminate, suspend, cancel or amend the Refer a Business Scheme and/or review and revise these Terms at any time without giving prior notice. The current applicable Terms will be available on Hyperoptic’s website.\n6. The Refer a Business Scheme is in no way sponsored, endorsed or administered by, or associated with, Gmail, Whatsapp or Twitter or Facebook or any other form of social media. By taking part in this Refer a Business Scheme, you are providing information to Hyperoptic and not to Gmail, Whatsapp or Twitter or Facebook or any other form of social media.\n7. Hyperoptic’s Business Broadband Service is only available at premises which are already covered by Hyperoptic’s network and Hyperoptic’s [Business Customer Terms of Service](/legal/business-customer-terms-of-service) will apply to any order for the same. Hyperoptic’s [Dedicated Business Fibre Customer Terms of Service](/legal/dedicated-business-fibre-customer-terms-of-service) will apply to any order for Hyperoptic’s Dedicated Business Fibre Broadband Service.\n8. These Terms are governed by English law and the jurisdiction of the English courts will apply.\n9. **“Hyperoptic\"** means Hyperoptic Ltd, a full fibre internet service provider (ISP) and a limited company registered in England and Wales under company number 07222543, with registered office and main trading address at Kings House, 174 Hammersmith Road, London, W6 7JP.",{"_uid":97,"title":198,"plugin":39,"og_image":18,"og_title":18,"description":199,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"Refer a Business Scheme - Terms & Conditions | Hyperoptic","Legal section | Find more about Refer a Business Scheme - Terms & Conditions | Hyperoptic","refer-a-business-scheme-terms-and-conditions","legal/refer-a-business-scheme-terms-and-conditions",-290,[],"dbd9a9b3-7d66-480d-88c0-97d730f14761",[],{"name":207,"created_at":208,"published_at":78,"updated_at":78,"id":209,"uuid":210,"content":211,"slug":229,"full_slug":230,"sort_by_date":17,"position":231,"tag_list":232,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":233,"first_published_at":105,"release_id":17,"lang":51,"path":17,"alternates":234,"default_full_slug":17,"translated_slugs":17},"Hyperoptic Gift Card Terms & Conditions","2026-07-31T12:51:02.073Z",204032663887551,"555aab9d-ff57-49f5-8036-ed57c53d8e8b",{"_uid":212,"body":213,"Layout":35,"metatags":225,"component":41,"page_type":42,"page_category":43},"24a8a0ac-1e6a-4c69-928e-4be1b095a431",[214,222],{"_uid":215,"media":216,"theme":21,"title":207,"layout":22,"eyebrow":18,"component":23,"cta_link_1":218,"cta_link_2":219,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":220,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},"5106ce4e-84ae-4235-869c-20560a5af0b7",{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":217},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":221},{},{"id":18,"_uid":223,"component":33,"html_content":224},"767832f7-a1ba-49d2-8bc9-8c010aa50cb1"," 1. The “**Gift Card**” will be your choice of an Amazon, M&S, John Lewis, Sainsbury’s, JD Sports, Nike or Currys gift card which is pre-credited with the agreed amount.\n 2. The Gift Card is non-exchangeable and no cash alternative is offered.\n 3. If you are eligible to receive a Gift Card, Buyapowa Limited will send you an email (“**Gift Card Claim Email**”) with the details of how to obtain the Gift Card.\n 4. Once you receive the Gift Card Claim Email, you have 90 days from the date the it was sent to claim the Gift Card via the link provided in that Gift Card Claim Email. Once you have completed the instructions to claim, you will receive a further email (“**Gift Card Reward Email**”). It is your responsibility to check the instructions for obtaining the Gift Card – these will be set out in the Gift Card Claim Email.\n 5. It is your responsibility to check the terms and conditions for using the Gift Card (including its expiry date) – these will be sent to you with the Gift Card.\n 6. The Gift Card Reward Email should be kept securely – Hyperoptic is under no obligation to replace it if you lose or delete it.\n 7. Hyperoptic reserves the right to replace a Gift Card with an alternative gift card of equal or higher value if circumstances beyond Hyperoptic’s control make it necessary to do so.\n 8. Personal data supplied to Hyperoptic in connection with the Gift Card will be processed as set out in Hyperoptic’s Privacy Policy available at [ www.hyperoptic.com/legal/post/privacy-and-cookie-policy](/legal/privacy-and-cookie-policy). We will share your email address with Buyapowa Limited so that they can send you the Gift Card Claim Email and Gift Card Reward Email.\n 9. These Terms are governed by relevant United Kingdom law and you agree to the jurisdiction of the relevant courts of the United Kingdom.\n10. Please contact Hyperoptic at [support@hyperoptic.com](mailto:support@hyperoptic.com) or [0333 332 1111](tel:+443333321111) if you have any questions about Hyperoptic’s broadband services and/or the Gift Card.",{"_uid":226,"title":227,"plugin":39,"og_image":18,"og_title":18,"description":228,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"ff48a2ab-89fd-4e4e-a7e0-469f46a5ead6","Hyperoptic Gift Card Terms & Conditions | Hyperoptic","Legal section | Hyperoptic Gift Card Terms & Conditions | Hyperoptic","hyperoptic-gift-card-terms-and-conditions","legal/hyperoptic-gift-card-terms-and-conditions",-270,[],"21e906d7-fdf1-4a24-bccd-94943c7fef41",[],{"name":236,"created_at":237,"published_at":78,"updated_at":78,"id":238,"uuid":239,"content":240,"slug":254,"full_slug":255,"sort_by_date":17,"position":256,"tag_list":257,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":258,"first_published_at":105,"release_id":17,"lang":51,"path":17,"alternates":259,"default_full_slug":17,"translated_slugs":17},"\"Hyperoptic’s 24 Months’ Free 1Gb Broadband” Prize Draw Terms and Conditions","2026-07-31T12:58:40.361Z",204034541019316,"fba055eb-51bc-4ad9-8949-b214e0b1ba98",{"_uid":212,"body":241,"Layout":35,"metatags":251,"component":41,"page_type":42,"page_category":43},[242,249],{"_uid":215,"media":243,"theme":21,"title":236,"layout":22,"eyebrow":18,"component":23,"cta_link_1":245,"cta_link_2":246,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":247,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":244},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":248},{},{"id":18,"_uid":223,"component":33,"html_content":250}," 1. **Promoter**\n\n    The promoter of this prize draw is Hyperoptic Ltd, registered in England and Wales under company number 7222543 and with registered office at Kings House, 174 Hammersmith Road, London, W6 7JP (“**Hyperoptic**”, “**we**”, “**us**”, “**our**”). You can contact Hyperoptic at [support@hyperoptic.com](mailto:support@hyperoptic.com).\n 2. **Who can enter**\n\n    This prize draw is only available to you if you:\n    - are aged 18 years or over;\n    - have registered your interest in receiving Hyperoptic’s service at your property; and\n    - have received an email from Hyperoptic (which is addressed to you) telling you about this prize draw.\n\n    A winner can only use their prize if their property is or becomes connected to our network (see also 6 below).\n\n    Everyone that has been contacted by Hyperoptic about this prize draw has registered their interest in receiving Hyperoptic’s service at a property that is currently within our network build plans, but some properties might later be excluded from those plans - meaning Hyperoptic won’t be available there and the prize cannot be used.\n\n    Only one entry per household is allowed.\n\n    This prize draw is not open to employees of Hyperoptic (or members of employees’ families) or any third parties directly associated with the administration of the prize draw.  \n    By entering this prize draw, you confirm that you are eligible to do so and eligible to claim any prize you may win. Hyperoptic can require you to provide proof of this eligibility.\n\n    This prize draw is not open to anyone who is an existing customer of Hyperoptic.\n 3. **How to enter**\n\n    Anyone that receives an email from Hyperoptic about this prize draw will be automatically be entered into the prize draw.\n\n    If you have received an email about the prize draw and do not wish to be entered, please email Hyperoptic at [DemGen@hyperoptic.com](mailto:DemGen@hyperoptic.com).\n 4. **The winners**\n\n    There will be one winner of the prize draw. The winner will be selected on 30 September 2026 at random by a computer process that produces a verifiably random result from valid entries. The winner will be contacted via email (using the details provided when they registered their interest in Hyperoptic’s service) no later than midnight on 14 October 2026.\n\n    The winner will be given instructions on how to claim their prize. If a winner does not claim their prize within 90 days of the date that Hyperoptic starts accepting orders at the address for which they registered their interest in Hyperoptic’s service, they will forfeit the right to the prize and an alternative winner may be chosen using the process described above.\n 5. **The prize**\n    1. The winner will receive:\n       - 24 months’ free Hyperoptic 1Gb residential broadband service (there will be a fee for the service after 24 months, unless the service is ended – see below); and\n       - free standard installation and free activation for that service, as long as the winner signs up, as a customer, for that service and accepts Hyperoptic’s [Residential Customer Terms of Service](/legal/residential-customer-terms-of-service) (which apply to that service). The prize can only be redeemed for the property that the winner registered their interest (and were entered into this prize draw) for Hyperoptic’s service.\n    2. The winner’s free prize broadband service period (“**Free Period**”) will end 24 months after that service is activated.\n       - If the service is ended at any time before that, no cancellation fees will be payable.\n       - **After the Free Period ends, the winner will be charged £63 per month**\\[1\\] for Hyperoptic’s 1Gb residential broadband service, unless they either:\n         - change to another Hyperoptic broadband package (in which case the terms of that package will apply); or\n         - they end their Hyperoptic service.\n       - If the winner keeps their Hyperoptic service beyond the Free Period, Hyperoptic’s standard terms and fees apply in relation to ending the service\\[2\\].\n 6. **IMPORTANT: If Hyperoptic’s service does not become available for order at the winner’s address within 6 months of the draw (i.e. the selection of winners) taking place, Hyperoptic reserves the right to withdraw the prize.**\n 7. The prize is non-exchangeable, non-transferrable and no cash alternative is offered.\n 8. Hyperoptic reserves the right to replace any prize with an alternative prize of equal or higher value if circumstances beyond Hyperoptic’s control makes it necessary to do so.\n 9. Hyperoptic’s decision regarding any aspect of the prize draw is final and binding and no correspondence will be entered into about it.\n10. The surname and county of the winner can be obtained by sending an email to [DemGen@hyperoptic.com](mailto:DemGen@hyperoptic.com) during the 3-month period after 30 September 2026.\n11. If you object to your surname and county being made available, please contact Hyperoptic at [DemGen@hyperoptic.com](mailto:DemGen@hyperoptic.com). In such circumstances, Hyperoptic must still provide the information to the Advertising Standards Authority if requested.\n12. By expressing your interest in Hyperoptic’s service, you will be treated as having accepted and agreed to be bound by these prize draw Terms and Conditions. Hyperoptic reserves the right to refuse entry, or to refuse to award a prize, to anyone in breach of these prize draw Terms and Conditions.\n13. Hyperoptic reserves the right to hold void, cancel, suspend, or amend this prize draw, where it becomes necessary to do so.\n14. Personal data supplied during the course of this prize draw and/or in connection with a registration of interest in Hyperoptic’s service will be processed as set out in Hyperoptic’s [Privacy and Cookie Policy](/legal/privacy-and-cookie-policy). If you wish to withdraw your consent to receive marketing communications you can do so anytime by following the opt-out links on any marketing message sent to you or by contacting us at [support@hyperoptic.com](mailto:support@hyperoptic.com).\n15. This prize draw will be governed by relevant United Kingdom law and entrants to the prize draw submit to the exclusive jurisdiction of the relevant courts of the United Kingdom.\n\n\\[1\\] Payment will generally be taken using the direct debit details the winner provided when they signed up for Hyperoptic’s service.\n\n\\[2\\] These will be set out in the winner’s Contract Information and Contract Summary documents, which are provided during the sign-up process for Hyperoptic’s service.",{"_uid":226,"title":252,"plugin":39,"og_image":18,"og_title":18,"description":253,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"\"Hyperoptic’s 24 Months’ Free 1Gb Broadband” Prize Draw Terms and Conditions | Hyperoptic","Legal section | Find more about \"Hyperoptic’s 24 Months’ Free 1Gb Broadband” Prize Draw Terms and Conditions | Hyperoptic","hyperoptics-24-months-free-1gb-broadband-prize-draw-terms-and-conditions","legal/hyperoptics-24-months-free-1gb-broadband-prize-draw-terms-and-conditions",-260,[],"7eb85311-d357-4ab8-8563-6665b9e00094",[],{"name":261,"created_at":262,"published_at":8,"updated_at":8,"id":263,"uuid":264,"content":265,"slug":279,"full_slug":280,"sort_by_date":17,"position":281,"tag_list":282,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":283,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":284,"default_full_slug":17,"translated_slugs":17},"Hamper Prize Draw Terms and Conditions (“Terms”)","2026-07-29T08:03:36.808Z",203254238464686,"994c19e8-f45e-4916-a7f1-2026a313cd73",{"_uid":12,"body":266,"Layout":35,"metatags":276,"component":41,"page_type":42,"page_category":43},[267,274],{"_uid":15,"media":268,"theme":21,"title":261,"layout":22,"eyebrow":18,"component":23,"cta_link_1":270,"cta_link_2":271,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":272,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":269},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":273},{},{"id":18,"_uid":32,"component":33,"html_content":275},"1. **Promoter**\n   1. The promoter of this Hamper Prize Draw (“Prize Draw”) is Hyperoptic Ltd, registered in England and Wales under company number 7222543 and with registered office at Kings House, 174 Hammersmith Road, London, W6 7JP (“Hyperoptic”, “we”, “us”, “our”). You can contact Hyperoptic at  support@hyperoptic.com.\n2. **Who can enter**\n   1. You will only be eligible to submit an entry to this Prize Draw, if you:\n      1. are aged 18 years or over and a resident in the UK (excluding Northern Ireland);\n      2. work in the sales and marketing department for a development company; and\n      3. have directly received an email from Hyperoptic telling you about this Prize Draw (the “Prize Draw Email”).\n   2. By taking part in this Prize Draw, you confirm that you are eligible to do so and eligible to claim any prize you may win. Hyperoptic may require you to provide proof of this eligibility.\n3. **Opening/closing dates:**\n   1. For this Prize Draw, the opening time/date for entries is 00:00 on 5 May 2026 and the closing time/date for entries is 23:59 on 31 May 2026 (the “Prize Draw Period”). A Response Form (see Clause 4 below) received by Hyperoptic after the Prize Draw Period will not be considered.\n4. **How to enter**\n   1. If you are eligible to submit an entry to this Prize Draw under Clause 2 above, you can do so on behalf of the sales and marketing department for your development site by:\n      1. completing the email template in the Prize Draw Email containing your full name, the company you work for, the company office address (where the prize will be sent to) and the development site you are submitting the response on behalf of (the “Response Form”); and\n      2. submitting your entry to newbuildmarketing@hyperoptic.com.\n   2. Entry into this Prize Draw is limited to one entry per development site. If more than one entry is received for the same development site, only the first entry received will be treated as valid.\n   3. Hyperoptic accepts no responsibility for a Response Form which is:\n      1. not successfully completed; and/or\n      2. not received by Hyperoptic before the end of the Prize Draw Period (as described above), due to a technical fault of any kind.\n5. **The winners**\n   1. There will be three winners of this Prize Draw. All winners will be selected at random by a computer process that produces a verifiably random result from valid entries received during the Prize Draw Period.\n   2. The winners will be contacted via email (at the email address from which they submitted the Response Form) within five working days after the end of the Prize Draw Period.\n   3. The prizes will be despatched to the winners as soon as reasonably practicable and, in any event, within 30 days after the end of the Prize Draw Period to the office address provided in the Response Form. If any prize is returned or undelivered, Hyperoptic reserves the right to select an alternative winner (using a computer process that produces a verifiably random result) from the remaining valid entries.\n6. **The prize**\n   1. Each winner will receive one hamper from Peach Hampers worth £200 which includes:\n      - Origine Champagne by Gardet Brut 75cl,\n      - Jean Didier Rouge Vin De France Grande Reserve 2022 75cl,\n      - Jean Didier Colombard Ugni Grande Reserve 2022 75cl,\n      - Belvoir Farm Sparkling Elderflower Presse 75cl,\n      - Belvoir Freshly Squeezed Lemonade 75cl,\n      - Savoursmiths Master of Flavour Desert Salt Flavoured Potato Crisps 150g,\n      - Benetto Dark Chocolate & Salted Caramel Bar 80g,\n      - Hamlet White, Milk and Dark Chocolate Flaked Truffles 200g,\n      - Filbert's Fine Foods, Chocolate Orange Nut Mix 75g,\n      - Buiteman Crumbly Gouda Savoury Biscuits 75g,\n      - Hamlet Luxury Assorted Chocolates in Gift Box with Gold Ribbon 100g,\n      - Monty Bojangles Caramel Cookie Crumble Chocolate Truffles 100g,\n      - Taylor's Salted Caramel Popcorn Sharebag 170g,\n      - Whitakers Dark Chocolate Irish Cream Fondants 150g,\n      - Farmhouse Half Coated Milk Chocolate Mini Flips 125g,\n      - Yorkshire Flapjack Freshly Baked Millionaires Slice 95g,\n      - Furniss Original Cornish Gingerbread with Dark Chocolate Pieces 200g,\n      - Cartwright & Butler Chilli & Garlic Seeded Flatbread Crackers 130g,\n      - Butlers Grove Chicken Liver Pate with Armagnac 180g,\n      - Cottage Delight Three Fruit Marmalade 348g,\n      - Buttermilk Crumbly Salted Caramel Fudge 100g.\n   2. Each prize is non-exchangeable and no cash alternative is offered.\n   3. Hyperoptic reserves the right to replace any prize (including specific contents of the prize) with an alternative prize (either partially or in whole) of equal or higher value if circumstances beyond Hyperoptic’s control makes it necessary to do so.\n7. **General**\n   1. Hyperoptic’s decision regarding any aspect of the Prize Draw is final and binding and no correspondence will be entered into about it.\n   2. The surname and county of each winner can be obtained by sending an email to NewBuildMarketing@hyperoptic.com within the 3-month period after the end of the Prize Draw Period.\n   3. If you object to your surname and county being made available, please contact Hyperoptic at NewBuildMarketing@hyperoptic.com. In such circumstances, Hyperoptic must still provide the information and winning entry to the Advertising Standards Authority if requested.\n   4. If you enter the Prize Draw, you will be treated as having accepted and agreed to be bound by these Terms. Hyperoptic reserves the right to refuse entry, or to refuse to award the prize (or equivalent under Clause 6 above), to anyone in breach of these Terms.\n   5. Hyperoptic reserves the right to hold void, cancel, suspend, or amend this Prize Draw, where it becomes necessary to do so (including misuse of the Prize Draw). Hyperoptic reserves the right to end this Prize Draw at any time on reasonable notice.\n   6. Personal data supplied during the course of this Prize Draw will be processed as set out in Hyperoptic’s Privacy and Cookie Policy. If you wish to withdraw your consent to receive marketing communications you can do so anytime by following the opt-out links on any marketing message sent to you or by contacting us at support@hyperoptic.com.\n   7. This Prize Draw will be governed by relevant United Kingdom law and entrants to the prize draw submit to the exclusive jurisdiction of the relevant courts of the United Kingdom.",{"_uid":37,"title":277,"plugin":39,"og_image":18,"og_title":18,"description":278,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"Hamper Prize Draw Terms and Conditions (“Terms”) | Hyperoptic","Legal section | Find more about Hamper Prize Draw Terms and Conditions (“Terms”) | Hyperoptic","hamper-prize-draw-terms-and-conditions-terms","legal/hamper-prize-draw-terms-and-conditions-terms",-240,[],"475a6782-cb5e-44c1-92ef-a27c93eb14e6",[],{"name":286,"created_at":287,"published_at":8,"updated_at":8,"id":288,"uuid":289,"content":290,"slug":304,"full_slug":305,"sort_by_date":17,"position":306,"tag_list":307,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":308,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":309,"default_full_slug":17,"translated_slugs":17},"Gender Pay Gap Report","2026-07-29T09:25:52.165Z",203274453688422,"e896cbbd-bd4c-4622-b58f-261a92d95b24",{"_uid":12,"body":291,"Layout":35,"metatags":301,"component":41,"page_type":42,"page_category":43},[292,299],{"_uid":15,"media":293,"theme":21,"title":286,"layout":22,"eyebrow":18,"component":23,"cta_link_1":295,"cta_link_2":296,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":297,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":294},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":298},{},{"id":18,"_uid":32,"component":33,"html_content":300},"What is the Gender Pay Gap?  \nThe Gender Pay Gap shows the difference between the average (mean or median) pay of men and women. This is expressed as a percentage of men’s pay. For example: a pay gap of 15% would mean that on average across the whole workforce, men earn 15% more than women per hour. Where a negative figure is reported, this means that on average across the whole workforce, women earn more than men per hour.  \nRead Hyperoptic [Gender Pay Gap Report](https://www.hyperoptic.com/wp-content/uploads/2025/04/Gender-Pay-Gap-Report-2024.pdf).",{"_uid":37,"title":302,"plugin":39,"og_image":18,"og_title":18,"description":303,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"Gender Pay Gap Report | Hyperoptic","Legal section | Gender Pay Gap Report | Hyperoptic","gender-pay-gap-report","legal/gender-pay-gap-report",-230,[],"113a234e-745a-49bf-8f80-5cfa59aa0781",[],{"name":311,"created_at":312,"published_at":8,"updated_at":8,"id":313,"uuid":314,"content":315,"slug":329,"full_slug":330,"sort_by_date":17,"position":331,"tag_list":332,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":333,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":334,"default_full_slug":17,"translated_slugs":17},"Dedicated Business Fibre SLA","2026-07-29T09:23:52.632Z",203273964195844,"a8fe45da-34ff-4414-922b-78757b978544",{"_uid":12,"body":316,"Layout":35,"metatags":326,"component":41,"page_type":42,"page_category":43},[317,324],{"_uid":15,"media":318,"theme":21,"title":311,"layout":22,"eyebrow":18,"component":23,"cta_link_1":320,"cta_link_2":321,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":322,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":319},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":323},{},{"id":18,"_uid":32,"component":33,"html_content":325},"***These Terms are effective from 17 June 2022***\n\n**Service Level Agreement for all our Dedicated Business Fibre Customers**\n\n \n\nAll Hyperoptic Dedicated Business Fibre Customers are entitled to our standard Service Level Agreement (“SLA”). However, if you agree bespoke SLA terms with us, these will apply to your Dedicated Business Fibre Service (“Service”) and the order you place for it (“Order”), instead.\n\nUnder our standard SLA, where you report a fault in your Service to Business Support, and we don’t fix that fault within the timeframes set out in the table below, you’ll be entitled to claim compensation (as set out in the table below). We have no other obligation to offer any other compensation.\n\nThe table gives a summary of the SLA we offer in relation to your Service, how to report a fault, and of the compensation (or “service guarantee”) we may give you when we don’t meet our SLA. It also sets out certain situations when our SLA and any compensation under it won’t be available. Our SLA, the compensation under it and the table below are all subject to our Dedicated Business Fibre Customer Terms of Service (“Terms”). These Terms are a part of the agreement you have with us in relation to your Service (your “Service Agreement”).\n\n---\n\n**Service/fault**\n\n**SLA**\n\n**Service guarantee (compensation)**\n\n---\n\n**Installation/other works involving a Hyperoptic engineer visit**\n\nWe’ll try our best to keep to any agreed installation date.\n\nNone\n\n---\n\n**Activation**\n\nOnce all installation work has been completed, we will assign an IP address to your Service and then send you an email to notify you that your Service has been activated.\n\nNone\n\n---\n\n**Loss of service (planned)**\n\nWe’ll try to notify you before any planned interruptions/suspensions to your Service. We’ll take all reasonable steps to reduce their effect and restore your Service as soon as possible.\n\nNone\n\n---\n\n**Loss of service (unplanned) and other faults in our service caused by us  \n(for Dedicated Business Fibre Packages ordered before 27 July 2020)**\n\nWe’ll try to fix any service fault that we have caused or are solely responsible for, and that results in you experiencing a total loss of our Dedicated Business Fibre Service (no signals in either direction), within 6 hours of you reporting it to our Business Support (by telephone on 0203 318 8216, by email at [business.support@hyperoptic.com](mailto:business.support@hyperoptic.com) or via the “Chat” button at the bottom of this webpage) and providing them with sufficient details of the fault and enough information to identify both you and the affected service(s).\n\nIf we don’t fix a service fault that we have caused or are solely responsible for, and that results in you experiencing a total loss of our Dedicated Business Fibre Service (no signals in either direction) within 6 hours of you reporting it to our Business Support (and giving us enough information for us to look into it properly), you’ll be entitled to a single credit paid to your account in relation to that fault.\n\nThe credit will be the same amount as the applicable percentage set out below of your total annual Package Charge, depending on the number of faults (not fixed within the 6 hour target) in each 12 month period during the term of your services agreement with us, beginning on your Services Start Date:   \n1 fault = 5%  \n2 - 3 faults = 10%  \n4 faults = 25%  \n5 or more faults = 35%  \nThe maximum compensation paid in any such 12 month period during the term of your services agreement will be 35% of your total annual Package Charge amount.\n\nHowever, you won’t be entitled to such a credit:  \n(a) if the relevant fault or failure to repair it is due to (i) your delay, action or inaction; (ii) any equipment provided by you or your suppliers; (iii) any device belonging to or being used by you or other user of your Service; (iv) the premises for which you ordered our service (“Premises”); (v) the cabling at the Premises that distributes your Service from our distribution point at the Premises to end users of the Service at the Premises (such cabling being your responsibility); or (vi) any network or equipment which is outside of the network that we use to provide your Service.  \n(b) if the relevant fault or failure to repair it (i) results in us being unable to contact you or carry out any necessary work at (or gain access to) the Premises when reasonably required, through no fault of ours or due to circumstances beyond our reasonable control; or (ii) is due to you failing to agree an appointment date with us or aborting necessary work in connection with the Service;  \n(c) if the relevant Fault or failure to repair it is due to: (i) your order for the Service (“Order”) or other Order-related information given by you being inaccurate; (ii) you otherwise being in breach of your Service Agreement; or (iii) or us suspending or terminating the Service or any part of them in accordance with your Service Agreement;  \n(d) through no fault of our (or their) own, we or our agents/contractors are either unable to obtain (or there are delays in obtaining) any necessary permissions or consents required in connection with repairing the relevant fault;  \n(e) if the relevant fault or failure to repair it is due to a failure in the public internet;  \n(f) if the relevant fault or failure to repair it is (i) due to any event beyond our reasonable control; or (ii) caused by anyone other than us or our agents or contractors;  \n(g) if you and we agree a different timescale in writing for performance in relation to any installation work (which includes processing Orders and notification of “Excess Construction Charges”) and/or repairing failures or faults in relation to provision of the Service;  \n(h) if we reasonably require assistance (including the provision of access) or information from you, any end user of the Service or a third party, we make a reasonable request that this is provided to us within a given timescale, and we do not receive what we need within that time period; or  \n(j) we are unable to find the fault you reported or you cancel the fault report prior to the relevant fault being remedied.\n\n---\n\n**Loss of service (unplanned) and other faults in our service caused by us  \n(for Dedicated Business Fibre Packages ordered on or after 27 July 2020)**\n\nWe’ll try to fix any service fault that we have caused or are solely responsible for, and that results in you experiencing a total loss of our Dedicated Business Fibre Service (no signals in either direction), within 5 hours of you (a) reporting it to our Business Support (by telephone on 0203 318 8216, by email at [business.support@hyperoptic.com](mailto:business.support@hyperoptic.com) or via the “Chat” button at the bottom of this webpage) and (b) providing them with sufficient details of the fault and enough information to identify both you and the affected service(s).\n\nThis 5 hour time period is the “**SLA Period**”.\n\n \n\nIf we don’t fix a service fault that we have caused or are solely responsible for, and that results in you experiencing a total loss of our Dedicated Business Fibre Service (no signals in either direction), within the SLA Period, you’ll be entitled to a single credit comprising:\n\n(a) for every complete hour that the fault remains unfixed beyond the SLA Period - an amount equivalent to your Package Charge for 1 day of your Dedicated Business Fibre Service, as charged during the period the fault is in effect (the “**Per Day Package Charge Amount**”), capped at 10 times the Per Day Package Charge Amount; and\n\n(b) if the fault remains unfixed for more than 10 hours after the SLA Period, , for each consecutive calendar day (which starts after the calendar day during which those 10 hours expired) an amount equivalent to:  \n(i) 50% of the Per Day Package Charge Amount if the fault is fixed by 1pm on that day; or  \n(ii) 100% of the Per Day Package Charge Amount if it is not fixed by 1pm on that day,  \ncapped at 10 times the Per Day Package Charge Amount.\n\nHowever, you won’t be entitled to such a credit:  \n(a) if the relevant fault or failure to repair it is due to (i) your delay, default, action or inaction; (ii) any equipment provided by you or your suppliers; (iii) any device belonging to or being used by you or other user of your Service; (iv) a factor related to the premises for which you ordered our service (“Premises”); (v) the cabling at the Premises that distributes your Service from our distribution point at the Premises to end users of the Service at the Premises (such cabling being your responsibility); or (vi) any network or equipment which is outside of the network that we use to provide your Service.  \n(b) if the relevant fault or failure to repair it (i) results in us being unable to contact you or carry out any necessary work at (or gain access to) the Premises when reasonably required, through no fault of ours or due to circumstances beyond our reasonable control; or (ii) is due to you failing to agree an appointment date with us or aborting necessary work in connection with the Service;  \n(c) if the relevant Fault or failure to repair it is due to: (i) your order for the Service (“Order”) or other Order-related information given by you being inaccurate; (ii) you otherwise being in breach of your Service Agreement; or (iii) or us suspending or terminating the Service or any part of them in accordance with your Service Agreement;  \n(d) through no fault of our (or their) own, we or our agents/contractors are either unable to obtain (or there are delays in obtaining) any necessary permissions or consents required in connection with repairing the relevant fault;  \n(e) if the relevant fault or failure to repair it is due to a failure in the public internet;  \n(f) if the relevant fault or failure to repair it is (i) due to any event beyond our reasonable control; or (ii) caused by anyone other than us or our agents or contractors;  \n(g) if you and we agree a different timescale in writing for performance in relation to any installation work (which includes processing Orders and notification of “Excess Construction Charges”) and/or repairing failures or faults in relation to provision of the Service;  \n(h) if we reasonably require assistance (including the provision of access) or information from you, any end user of the Service or a third party, we make a reasonable request that this is provided to us within a given timescale, and we do not receive what we need within that time period; or  \n(j) we are unable to find the fault you reported or you cancel the fault report prior to the relevant fault being remedied.\n\n---\n\nIf you’re entitled, under our SLA, to a credit (SLA compensation) for a fault in your Service, you’ll need to claim it by letting us know within 20 Business Days from the date the reported fault is fixed. You must do this by telephoning Business Support on 0203 318 8216, emailing them at [business.support@hyperoptic.com](mailto:business.support@hyperoptic.com) or contacting them via the “Chat” button at the bottom of this webpage, giving them sufficient detail about that fault. You can only claim one credit for each reported fault (or for each series of connected reported faults). A “Business Day” is a day other than (i) a Saturday or Sunday or (ii) a public holiday(England and Wales).",{"_uid":37,"title":327,"plugin":39,"og_image":18,"og_title":18,"description":328,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"Dedicated Business Fibre SLA | Hyperoptic","Legal section | Dedicated Business Fibre SLA | Hyperoptic","dedicated-business-fibre-sla","legal/dedicated-business-fibre-sla",-220,[],"81cfc72c-e50d-40f1-89e3-0dfc9aa21fb1",[],{"name":336,"created_at":337,"published_at":8,"updated_at":8,"id":338,"uuid":339,"content":340,"slug":354,"full_slug":355,"sort_by_date":17,"position":356,"tag_list":357,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":358,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":359,"default_full_slug":17,"translated_slugs":17},"Dedicated Business Fibre Customer Terms of Service","2026-07-29T09:19:32.589Z",203272898944280,"4afb70cd-8adc-4cf4-8a84-4fe725fe27a5",{"_uid":12,"body":341,"Layout":35,"metatags":351,"component":41,"page_type":42,"page_category":43},[342,349],{"_uid":15,"media":343,"theme":21,"title":336,"layout":22,"eyebrow":18,"component":23,"cta_link_1":345,"cta_link_2":346,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":347,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":344},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":348},{},{"id":18,"_uid":32,"component":33,"html_content":350},"***These Terms are effective from 5 December 2023***\n\n**1. DEFINITIONS**  \n  \n1.1. In these Terms, the following words and expressions shall have the meanings given to them below:  \n  \n“Additional Services” means any Additional Static IP Address and any other supplementary Services and features from time to time provided by Hyperoptic in connection with the Dedicated Business Fibre Service.\n\n“Agreement” means the Agreement described in Clause 2.\n\n“Additional Static IP Address(es)” means any static IP address(es) which is/are provided to the Customer by Hyperoptic at the Customer’s request, and which is not included in the Customer’s monthly Package Charge.\n\n“Apparatus” means any apparatus which Hyperoptic installs, or arranges to be installed, at the Premises.\n\n“Applicable Law” means any applicable law, statute, bye-law, regulation, order, regulatory policy, guidance, standard or industry code, rule of court or directives or requirements of any government or regulatory body, delegated or subordinate legislation or notice of any government or regulatory body and the common law and the law of equity as from time to time applicable to the parties.  \n  \n“AUP” means Hyperoptic’s Acceptable Usage Policy (viewable at [www.hyperoptic.com/legal/post/acceptable-usage-policy](https://www.hyperoptic.com/legal/post/acceptable-usage-policy/)), as updated from time to time.  \n  \n“Business Day” means any day other than (i) a Saturday or a Sunday or (ii) a public holiday in England and Wales.  \n  \n“Business Support” means Hyperoptic’s Business Support Team which can be contacted by emailing business.support@hyperoptic.com or by telephone on 0333 332 1123.  \n  \n“Charges” means any or all charges payable to Hyperoptic in respect of the Services as set out in the Dedicated Business Fibre Order Form and/or an Order Confirmation and as detailed in Appendix 2 to these Terms.  \n  \n“Claims” means all third party claims, actions or proceedings brought or threatened against Hyperoptic arising in connection with the use or misuse of the Services or any breach by the Customer of the terms of this Agreement, as set out in Clause 10.1(i).\n\n“Complaints Code of Practice” means Hyperoptic’s Complaints Code of Practice (viewable at [www.hyperoptic.com/legal/post/code-of-practice](https://www.hyperoptic.com/legal/post/code-of-practice/)) which sets out how Hyperoptic’s domestic customers as well as its “small business customers” and “small not-for-profit customers” (as more particularly defined in Clause 15.3 and in the Complaints Code of Practice) can make a complaint about Hyperoptic and/or its Services and how they can take such complaints further, if so required.\n\n“Contract Information Document” means the “Contract Information” document, which is prescribed by Ofcom as to form and information content requirements, and which is provided to the Customer during their Order process, where their Agreement starts on or after 17 June 2022.\n\n“Contract Summary Document” means the “Contract Summary” document, which is prescribed by Ofcom as to form and information content requirements, and which is provided to the Customer during their Order process, where their Agreement starts on or after 17 June 2022.  \n  \n“Customer” means the business customer entering into the Agreement.  \n  \n“Customer Owned Wiring” means the Customer’s cabling at the Premises that distributes the Dedicated Business Fibre Service from the Hyperoptic Distribution Point to the end users in the Premises and is the responsibility of the Customer.  \n  \n“Dedicated Business Fibre Order Form” means the order form (either in paper, electronic or other online format) for a Package and/or Additional Services which the Customer fills in and submits (as per Hyperoptic’s instructions) to order Services upon these Terms.  \n  \n“Dedicated Business Fibre Service” means the internet service provided by Hyperoptic comprising a dedicated connection between the Customer’s Premises and the local exchange, which is included in the Customer’s chosen Package..  \n  \n”Direct Debit Return Fee” means the £10 Charge which Hyperoptic may charge a Customer each time any of that Customer’s direct debit payments to Hyperoptic under the Agreement is not honoured for any reason, as set out in Appendix 2 to these Terms.  \n  \n“Excess Construction Charge” or “ECC” means any Charge relating to extra work identified as required to deliver an Order, during any part of the Survey. The extra work may include (but is not limited to) ductwork, civils and blown fibre installation. The Customer will be exempt from the first £2,800 (excluding VAT) of the cost of such work, the ECC being any amount in excess of this. The Customer will be notified of any ECC in accordance with Clause 6.2.  \n  \n“Force Majeure” means any event beyond Hyperoptic’s reasonable control including, without limitation, lightning, flood, earthquake, severe weather, other natural disaster, fire, collapse of buildings, explosion, accident, terrorist activities, war, civil disorder, epidemic or pandemic, non-performance by suppliers or subcontractors, damage or vandalism to the Network or Apparatus, acts or omissions of local or national governments or other competent authorities (including, without limitation, the introduction of new laws, rules, regulations or guidance), strikes or industrial disputes.  \n  \n“Hyperoptic” means Hyperoptic Ltd, registered in England and Wales with company number 07222543 and having its registered office at Kings House, 174 Hammersmith Road, London, W6 7JP.  \n  \n“Hyperoptic Distribution Point” means the termination point of Hyperoptic’s Network at the Premises and is also, to the extent there is any Customer-Owned Wiring at the Premises, the point of demarcation between Hyperoptic’s Network and such Customer Owned Wiring.  \n“Installation Fee” means the Charge payable by the Customer for Hyperoptic to install Apparatus at the Premises in order to provide the Dedicated Business Fibre Service, as set out in Appendix 2 to these Terms, which Charge also includes the cost of any relevant Survey.  \n  \n“Installation Work” means any installation work necessary to carry out the Order.  \n  \n“Minimum Period” means, in relation to each Package, the minimum commitment period that the Customer has agreed to in relation to that Package (as stated in the applicable Dedicated Business Fibre Order Form) starting from the applicable Services Start Date.  \n  \n”My Account” means the ”My Account” section of the Website, through which the Customer (by entering its username or registered email address and password) can access and make certain changes to its account details and can view its latest invoices.  \n  \n“Network” means the network utilised by Hyperoptic to provide the Services.  \n  \n“Order” means a request for provision of the Services submitted in the form required by Hyperoptic or in such other form as acceptable to Hyperoptic.  \n  \n“Order Cancellation Fee” means the one-off Charge, payable on demand, if the Customer cancels an Order prior to the Services Start Date, as detailed in Appendix 2 to these Terms. This Charge relates to the cost Hyperoptic has incurred in arranging and carrying out any works in relation to installing the Services, including any Survey. If cancellation is prior to the Installation Work being confirmed and/or scheduled, the Order Cancellation Fee will relate to the cost of the Survey only.  \n  \n“Order Confirmation” means the email sent to the Customer by Hyperoptic confirming and accepting the Customer’s Order, as set out in Clause 2.4.\n\n“Package” means any of Hyperoptic’s packages for Dedicated Business Fibre Services (as set out in \u003Chttps://www.hyperoptic.com/broadband/business/>).\n\n“Package Charge” means the Charge payable to Hyperoptic monthly advance, in relation to a Package and as set out in the Customer’s Dedicated Business Fibre Order Form. Charges for Additional Services are not included in the Package Charge.  \n  \n“Premises” means the address specified in the Dedicated Business Fibre Order Form as the premises to at which the Services are to be supplied.  \n  \n“Privacy Policy” means Hyperoptic’s Privacy and Cookie Policy (viewable at [www.hyperoptic.com/legal/post/privacy-and-cookie-policy](https://www.hyperoptic.com/legal/post/privacy-and-cookie-policy/)), as amended from time to time.  \n  \n“Qualifying Fault” has the meaning given to it in paragraph 4.2 of Appendix 1 to these Terms.  \n  \n“Re-activation Fee” means the one-off Charge, payable on demand, for Hyperoptic to reactivate a Customer’s Services once they have been terminated or suspended, as set out in Appendix 2 to these Terms.  \n  \n“registered email address” has the meaning given to it in Clause 2.8.  \n  \n“Services” means the Dedicated Business Fibre Service, any related services provided by Hyperoptic as part of the Customer’s Package, and/or any Additional Services ordered from time to time ordered by the Customer, as set out in an Order and subject to an Order Confirmation under Clause 2.4.  \n  \n“Service Credits” mean the deduction from a monthly invoice for any breach of the Service Level Agreement by Hyperoptic, as set out in the Service Level Agreement at Appendix 1.  \n  \n“Service Level Agreement” or “SLA” means the performance targets and metrics that Hyperoptic agrees to achieve in the course of delivering the Dedicated Business Fibre Service, as set out in Appendix 1.  \n  \n“Services Start Date” means, in relation to a Package, the date on which Hyperoptic completes delivery of the Dedicated Business Fibre Service being provided in that Package, assigns an IP address to that Service and emails the Customer to notify it that the Service has been activated. In relation to any Additional Service, it means the date Hyperoptic starts providing such Service and notifies the Customer by email of the same.  \n  \n“Service Termination Fee” means the one-off Charge payable by the Customer, at Hyperoptic’s demand, if the Package is terminated at any time from the Services Start Date until the end of the Minimum Period for that Package. The amount of the Charge will equal the aggregate monthly Package Charge payments remaining from the time of such termination until the end of the applicable Minimum Period, as set out in Appendix 2 to these Terms.  \n  \n“Static IP Address Fee” means the monthly Charge (as advised by Hyperoptic) for any Additional Static IP Address that the Customer may request from Hyperoptic (i.e. in addition to any static IP address(es) included in the Customer’s Package Charge), which Hyperoptic may provide, if available.  \n  \n“Survey” means the survey carried out by or on behalf of Hyperoptic, once it has accepted an Order, in connection with ascertaining the scope of works necessary in carrying out the Installation Work for that Order.  \n  \n“Term” means, in relation to each Service, the period from the relevant Services Start Date until termination of the Agreement in relation to such Services.  \n  \n“Terms” means these Dedicated Business Fibre Customer Terms of Service.  \n  \n“Website” means www.hyperoptic.com or any other website address notified by Hyperoptic to the Customer.  \n  \n1.2 References herein to a “party” are to either Hyperoptic or the Customer and to “parties” are to both of them.  \n  \n1.3 References herein to “Clauses” are to the clauses comprising these Terms. Headings used herein are for guidance only and shall not affect the interpretation of this Agreement.  \n  \n**2. ORDERS**  \n  \n2.1 The Customer shall contact Hyperoptic to enquire whether and how Hyperoptic can provide a Dedicated Business Fibre Service at the Premises and following initial discussions between Hyperoptic and the Customer, if the Customer wishes to proceed towards an Order, Hyperoptic will verify the Premises. If the Premises appear suitable for a Dedicated Business Fibre Service, the Customer will be sent a Dedicated Business Fibre Order Form, which will include the Installation Fee that Hyperoptic will charge the Customer for such Dedicated Business Fibre Service.  \n  \n2.2. The Customer may request provision of the Services by filling in and submitting to Hyperoptic, in the manner instructed by Hyperoptic, the Dedicated Business Fibre Order Form. Submission of a Dedicated Business Fibre Order Form represents acceptance by the Customer of these Terms and, subject to Clause 2.5, shall create an Agreement between the parties incorporating the following documents:  \n(i) these Terms;  \n(ii) the Customer’s Order (as set out on the relevant Dedicated Business Fibre Order Form and/or in the Order Confirmation);  \n(iii) the latest applicable Contract Information Document (if relevant);  \n(iv) the latest applicable Contract Summary Document (if relevant);  \n(v) the Privacy Policy (see [www.hyperoptic.com/legal/post/privacy-and-cookie-policy](https://www.hyperoptic.com/legal/post/privacy-and-cookie-policy/) ; and  \n(vi) the AUP (see [www.hyperoptic.com/legal/post/acceptable-usage-policy](https://www.hyperoptic.com/legal/post/acceptable-usage-policy/).  \n  \n2.3. In the event of any conflict between the documents referenced in Clause 2.1, they shall be accorded priority in the order listed in that Clause save in the event of a conflict relating to pricing and/or the SLA, where the Customer’s Order (as described in Clause 2.2(ii)), the Contract Information Document and the Contract Summary Document shall take precedence.  \n  \n2.4. After the Customer submits the Dedicated Business Fibre Order Form, it is checked by Hyperoptic’s business sales team to see whether it includes all requisite information or whether further detail and/or clarification is needed. Once Hyperoptic decides it has all the information it requires at this stage, if it decides to accept the Order (Hyperoptic may accept Orders in its sole discretion) it will send the Customer an Order Confirmation. This is the only way Hyperoptic will accept an Order. Once the Order Confirmation is sent, the Order shall be binding on both parties.  \n  \n2.5. Each binding Order for a Dedicated Business Fibre Package and/or Additional Service shall create a separate Agreement between the parties governing provision of that or those Services. Any Order requesting the addition or removal of an Additional Service to a previously accepted Order or requesting transfer to an alternative Package (as provided in Clause 6.5) shall be deemed an amendment to the Agreement between the parties relating to the original Order for those Services, reflecting the version of these Terms in force at the date of such amendment. Further, the Minimum Period in relation to any such transfer to an alternative Package shall be subject to Clause 6.5.  \n  \n2.6. If having accepted an Order, Hyperoptic is unable to deliver the Services as agreed Hyperoptic shall be entitled to cancel the Order and/or terminate the Agreement by notice to the Customer and shall repay to the Customer any amounts already paid by it in respect of such Service(s).  \n  \n2.7. The Customer warrants that it contracts as a business customer and not as a consumer and that all information provided by it during the Order process and/or during the term of the Agreement is complete and accurate in all respects and is not misleading.  \n  \n2.8. When ordering Services, the Customer shall provide Hyperoptic with a valid email address which Hyperopic will register, along with any other details relevant to the Customer’s account with Hyperoptic. Hyperoptic will usually use this “registered email address” to contact the Customer though may also contact the Customer in writing at the Customer’s billing address or by telephone on any mobile or fixed telephone number the Customer has provided to Hyperoptic. The Customer agrees to:  \n(i) keep such registered email address active and available;  \n(ii) regularly check emails sent to such registered email address; and  \n(iii) keep details in relation to its account with Hyperoptic up to date. Where it is no longer possible for the Customer to keep such registered email address active, it must register a new email address with Hyperoptic which will then become the customer’s new “registered email address”. The Customer can make any changes to its email information by accessing its account with Hyperoptic through the “My Account” section of the Website or by contacting Business Support by telephone or email. The Customer will be treated as having read any email which Hyperoptic may send to the Customer’s then current registered email address.  \n  \n**3. SERVICES**  \n  \n3.1. Hyperoptic shall provide each Service from the relevant Services Start Date for the Term on and subject to the terms of the Agreement.  \n  \n**4. APPARATUS**  \n  \n4.1. The Customer acknowledges and agrees that:  \n(i) the Apparatus remains the property of Hyperoptic or, if applicable, Hyperoptic’s contractors, may be used only to access the Services and must be retained at the Premises during the term of the Agreement and thereafter, unless Hyperoptic agrees otherwise in writing;  \n(ii) the Charges have been calculated on this basis; and  \n(iii) if any Apparatus is damaged or removed, the Customer will be liable to pay the then current cost of installation and/or replacement.  \n  \n4.2. The Customer shall not:  \n(i) do anything or allow anything to be done at the Premises that may cause damage to or interfere with the Apparatus or prevent use or easy access to it; or  \n(ii) without prejudice to the generality of the foregoing, interfere or tamper with, sell, charge, mortgage or otherwise deal in or obstruct or remove or obscure notices attached to the Apparatus or allow any third party to do any of the foregoing.  \n  \n**5. ACCESS TO PREMISES AND PERMITS**  \n  \n5.1. The Customer warrants that it is the current occupier of the Premises and either the freeholder of the Premises or a tenant under a lease with permission to install the Apparatus at the Premises from the freeholder.  \n  \n5.2. The Customer hereby:  \n  \n(i) grants to Hyperoptic a licence to perform such works as may be required to install the Apparatus at the Premises, to retain and use such Apparatus so-installed and to connect to, maintain, alter, replace and/or remove the same; and  \n(ii) agrees to grant access to the Premises for Hyperoptic, its employees, agents and/or subcontractors to inspect the Apparatus and perform the tasks set out in (i).  \n  \n5.3. Hyperoptic shall cause as little disturbance at the Premises as reasonably practicable and shall repair, to the Customer’s reasonable satisfaction, any damage occasioned by it.  \n  \n5.4. The Customer shall follow any reasonable instructions given by Hyperoptic in relation to the Apparatus and shall ensure that a representative is present at the Premises whenever access is required.  \n  \n5.5. The Customer shall obtain any consent or permission that might be required from a third party to cross their land or install Apparatus on their premises, including procuring signature of a wayleave agreement in such form as Hyperoptic may reasonably require. Hyperoptic is not obliged to install or provide the Services unless all consents and permissions have been obtained. If the Customer fails to procure any necessary consent or permission Hyperoptic may terminate the Agreement (with immediate effect, if Hyperoptic so wishes).  \n  \n**6. INSTALLATION AND CONNECTION**  \n  \n6.1. The Customer’s connection to the Dedicated Business Fibre Service shall be at and from the Hyperoptic Distribution Point.  \n  \n6.2. Once the Survey has been carried out, Hyperoptic will notify the Customer in writing of any Excess Construction Charge (“ECC”) applicable to the Order. An ECC will apply if extra work is identified as required as a result of the Survey and the cost of such work is in excess of £2,800. The ECC will be the amount of such cost which exceeds £2,800. If the Customer is notified of any ECC in accordance with this Clause, it has up to fifteen (15) Business Days to review and accept the Charge or cancel the Order (no Installation Work will be scheduled for such a Customer unless and until that Customer accepts this Charge). If the Customer so cancels the Order, Hyperoptic may charge such Customer an Order Cancellation Fee, which shall cover the cost of the Survey. If and once the Customer accepts the ECC, or if the Survey shows that there will be no ECC, Hyperoptic will arrange for Installation Works to begin. If the Survey shows that the Order cannot be carried out Hyperoptic will notify the Customer of the same and Clause 2.6 will apply.  \n  \n6.3. Following completion of the Installation Work, Hyperoptic shall assign to the Customer a single static IP address which is free of charge. The Customer may request further static IP addresses from Hyperoptic, which Hyperoptic may provide, if available, for a monthly Charge (the amount of which Hyperoptic shall advise the Customer on enquiry). Any static IP address provided by Hyperoptic under this Clause 6.3 or otherwise under any Order remains the property of Hyperoptic and is for use solely in connection with the Dedicated Business Fibre Service. The Customer cannot sell it or agree to transfer it to anyone else and must not try to do so. It shall revert to and may be reassigned by Hyperoptic on disconnection or discontinuance of the Services or on termination of the Agreement.  \n  \n6.4. The speed and performance of the Dedicated Business Fibre Service will depend on a number of factors some of which are outside Hyperoptic’s control. Any applicable Contract Information Document and/or Contract Summary Document which Hyperoptic sent to the Customer will set out speed-related information about the Customer’s Dedicated Business Fibre Service. Hyperoptic does not warrant or represent that the Dedicated Business Fibre Service connection will reach any given speeds or that maximum transmission speeds can be obtained at any given time. Hyperoptic shall use its reasonable endeavours to deliver the Dedicated Business Fibre Service according to the Service Level Agreement and to inform the Customer of any issues affecting the Services as soon as reasonably practicable.  \n  \n6.5. The Customer may change its chosen Package to any other Package then available at the Premises and may add or remove any Additional Service from the Services by making a request to this effect (by email, telephone or letter) and then completing and returning (in the manner specified by Hyperoptic) any form that Hyperoptic then provides, in order to confirm the change(s). Any such transfer to a new Package (where this occurs during a Minimum Period of the old Package) shall result in the Minimum Period of the new Package being whichever is longer – the remaining time of the old Package’s Minimum Period or the full Minimum Period that would otherwise apply to the new one. The Minimum Period of the new Package shall start on its Services Start Date.  \n  \n6.6. The Customer agrees that any dates provided by Hyperoptic in relation to delivery of the Dedicated Business Fibre Service are estimates only. Other than as set out in Appendix 1, Hyperoptic shall not be liable to the Customer in contract, tort (including negligence or breach of statutory duty) or otherwise for any delay in installing or activating the Services or otherwise for any failure to achieve such dates.  \n  \n6.7. Hyperoptic’s sole obligation hereunder is to make the Services available to the Customer. The Customer shall be responsible for ensuring it is able to access the Services including for ensuring that it uses a router or Ethernet cable capable of connecting to the Services. Hyperoptic shall have no liability to the Customer in contract, tort (including negligence or breach of statutory duty) or otherwise under or in connection with this Agreement for the Customer’s failure to access the Services.  \n  \n**7. PAYMENT TERMS AND CHARGES**  \n  \n7.1. The Customer shall pay the Charges and any VAT that may apply in relation to them in accordance with this Clause 7. The Charges are as agreed in the terms of the relevant Order, or, if not so agreed, as stated in Appendix 2 to these Terms and as these amounts are updated from time to time in accordance with Clause 17.  \n  \n7.2. All recurring Charges are payable from the relevant Services Start Date and shall be collected (along with any applicable VAT) via direct debit, in advance. One-off Charges (along with any applicable VAT) are payable as incurred.  \n  \n7.3. The Customer will receive the first invoice relating to the Services on the day after the Services Start Date for their first Order under this Agreement. This invoice will include a Package Charge amount (and, if applicable, a Static IP Address Fee) for the first month of Services, as well as any applicable Installation Fee and ECC. The Customer will receive all subsequent monthly invoices (for the next month's Package Charge amount (and, if applicable, Static IP Address Fee)) on the same date in the month as the Services Start Date (or, for any month where that date does not exist, on the last day of that month). The amount set out in an invoice (plus any applicable VAT thereon) will be debited from the Customer’s bank account, as agreed when the Order was placed, fourteen (14) calendar days after the invoice date. If this direct debit fails, Hyperoptic may attempt to take the invoiced amount by direct debit again, 5 Business Days later.  \n  \n7.4. Each invoice will be issued and available for the Customer to access, via the “My Account” section of the Website and/or emailed to the Customer in PDF format, fourteen (14) calendar days prior to the date the payment is due. Hyperoptic will notify the Customer when a new invoice has been issued.  \n  \n7.5. When the Customer places an Order, it must provide its bank account details and agree to pay invoices in respect of its Services by direct debit. The Customer shall pay all Charges by direct debit only save that the Customer may, if Hyperoptic agrees, use a Hyperoptic-approved debit or credit card to pay any Installation Fee or Order Cancellation Fee. The Customer shall notify Hyperoptic immediately of any change in its bank details it previously notified to Hyperoptic in connection with its Services. Hyperoptic may charge a £10 “Direct Debit Return Fee” by way of compensation for any direct debit payments which are not honoured for any reason. Further, Hyperoptic may charge the Customer a Re-activation Fee (as set out in Appendix 2 to these Terms) where it re-activates the Customer’s Services, after those Services have been suspended or disconnected due to the Customer’s breach of these Terms or otherwise due to the Customer’s act or omission.  \n  \n7.6. The Customer shall pay all sums due in full on or prior to the due date, as provided in Clause 7.3. No deductions or withholdings are permitted except as required by law.  \n  \n7.7. Hyperoptic may charge interest on overdue amounts from the due date until payment in full (whether before or after judgment) at the annual rate of four percent (4%) per annum above the base rate of Barclays Bank plc from time to time.  \n  \n7.8. Calls to Business Support will be charged at standard local landline call rates and may therefore be included in any applicable call packages from your provider.  \n  \n7.9. If the Customer disputes the amount of any invoice, it shall notify Hyperoptic forthwith and shall pay any amounts not disputed. Hyperoptic will not suspend or end the Services while it investigates any dispute notified to it as provided in this Clause 7.9.  \n  \n7.10. All prices shown on an Order, on the Website at [www.hyperoptic.com/business](https://www.hyperoptic.com/broadband/business/) and in Appendix 2 to these Terms are exclusive of VAT, which may be charged as applicable and shall be payable as provided in this Clause 7.  \n  \n**8. SERVICE INTERRUPTIONS**  \n  \n8.1. Hyperoptic may from time to time:  \n(i) alter, interrupt, suspend or make changes to the Services for operational or technical reasons; and/or  \n(ii) make changes to technical specifications, including limits for transferring information which are associated with the Services. Where such action leads to a breach of the SLA, Hyperoptic will pay such Service Credits as are required under the SLA.  \n  \n8.2. Hyperoptic shall take all reasonable steps to minimise the effect of any interruptions or disruptions and try to restore the Services as soon as reasonably possible but the Customer acknowledges and agrees that:  \n(i) it is technically impossible for Hyperoptic to provide uninterrupted or fault-free Services;  \n(ii) no warranty or representation is made in respect of the same; and  \n(iii) all implied terms to such effect are excluded. Where such interruptions or disruptions lead to a breach of SLA, Hyperoptic shall pay such Service Credits to the Customer as are required under the SLA.  \n  \n**9. TERM OF AGREEMENT, SUSPENSION, RESTRICTION AND TERMINATION**  \n  \n9.1. As provided in Clause 2, the Customer offers to purchase Services on these Terms when it submits an Order and the Agreement between the parties starts on the date Hyperoptic accepts the Order.  \n  \n9.2. The Services shall be provided with effect from the relevant Services Start Date. Hyperoptic may terminate the Agreement with immediate effect in relation to any Services without liability at any time prior to the Services Start Date:  \n  \n(i) if the Customer fails a credit check;  \n(ii) if the bank, debit or credit card details provided to Hyperoptic are not valid or incorrect;  \n(iii) if the Customer fails to pay any Charges when due;  \n(iv) if the Customer has previously misused services provided by Hyperoptic;  \n(v) if Hyperoptic is unable to provide the Services to the Premises for any reason; or  \n(vi) for any other (or no) reason at its sole discretion.  \n  \nIf Hyperoptic terminates the Agreement as provided in this Clause 9.2 other than as a result of the Customer’s act or omission (which shall include the reasons set out in (i) to (iv) in the preceding sentence), any Charges paid by the Customer in respect of the relevant Services shall be refunded.  \n  \n9.3. The Customer may cancel the Services at any time prior to the relevant Services Start Date, subject to payment of the Order Cancellation Fee.  \n  \n9.4.1 If. in relation to the Premises, the Customer decides to switch, from the Services, to another provider’s broadband services, under an Ofcom-prescribed switching process carried out by that other provider, that other provider may contact Hyperoptic directly (with the Customer’s permission) to arrange for the Services to end automatically (Hyperoptic’s [Business Customer Switching Guide](https://www.hyperoptic.com/legal/post/business-customer-switching-guide/) sets out how this should happen). In such a case, Hyperoptic shall terminate the Services as soon as technically possible after receiving notification from the other provider that the other provider has activated the Customer’s new (switched) services. Note that Hyperoptic shall treat any switch request received from that other provider as notice to terminate the Services per that request. If the switch completes within 30 days from the date of that request, Hyperoptic shall nevertheless be entitled to charge the Customer as if the Customer had received the Services for 30 days following that request. Any switch that completes during a Minimum Period relating to the relevant terminated Services shall be subject to payment of the applicable Service Termination Fee.  \n  \n9.4.2. The Customer may terminate the Agreement, a Package or any Service (in circumstances other than those set out in Clause 9.4.1) by giving Hyperoptic thirty (30) days’ written (by email or letter) notice , such thirty (30) day period to run from receipt by Hyperoptic of the same. Any such termination during the Minimum Period of a Package Service shall be subject to payment of the applicable Service Termination Fee, as detailed in Appendix 2 to this Agreement, which becomes immediately due upon such termination.  \n  \n9.5. Hyperoptic may terminate the Agreement and any other agreement between the parties in respect of some or all Services or, at its option, restrict or suspend some or all of the Services immediately without notice if:  \n  \n(i) The Customer fails to pay, by the due date, any money owed (although Hyperoptic will provide notification to the Customer’s current registered email address prior to taking this action) or cancels the direct debit for the Services without agreeing another form of payment;  \n(ii) the Customer misuses any of the Services in contravention of the AUP (viewable at [www.hyperoptic.com/legal/post/acceptable-usage-policy](https://www.hyperoptic.com/legal/post/acceptable-usage-policy/));  \n(iii) Hyperoptic reasonably believes that the Customer has provided false, inaccurate or misleading information in connection with the Agreement;  \n(iv) Hyperoptic reasonably believes that the Customer or any user of the Services has committed or is committing a fraud by using the Services or the Apparatus (or both);  \n(v) a Customer representative acts towards Hyperoptic’s staff or agents in a manner that Hyperoptic considers inappropriate;  \n(vi) any permission or authorisation under which Hyperoptic is entitled to connect, maintain, modify or replace the Apparatus or provide the Services is suspended or ends for any reason;  \n(vii) in Hyperoptic’s reasonable opinion, it is necessary to do so for Hyperoptic to comply with an order, instruction or request of Government, an emergency services organisation or other competent administration or regulatory authority;  \n(viii) in Hyperoptic’s reasonable opinion it is necessary to do so for security, technical or operational reasons; or  \n(ix) on thirty (30) days’ written notice, for any other reason (or no reason) without cause.  \n  \n9.6. Either party may terminate the Agreement on thirty (30) days' written notice to the other if:  \n  \n(i) there has been a material breach of the Agreement by the other party which is not remedied within thirty (30) days of a written notice requiring such remedy;  \n(ii) an event, outside Hyperoptic’s reasonable control, prevents continued provision of the Services for a single period of more than thirty (30) days; or  \n(iii) the other party is unable to pay its debts (within the meaning of section 123 of the Insolvency Act 1986); becomes insolvent or bankrupt; is subject to an order or a resolution for its liquidation, administration, winding-up or dissolution (otherwise than for the purposes of a solvent amalgamation or reconstruction); makes an application to a court of competent jurisdiction for protection from its creditors generally; has an administrative or other receiver, manager, trustee, liquidator, administrator or similar officer appointed over all or any substantial part of its assets; enters into or proposes any composition or arrangement with its creditors generally; or if any legal action is taken or threatened against the other’s property or either party is subject to any analogous event or proceeding in any applicable jurisdiction.  \n  \n9.7. The restriction or suspension of Services under this Agreement shall not relieve the Customer of its obligation to pay the Charges and if Hyperoptic terminates the Agreement in accordance with this Clause 9 or otherwise in accordance with the Agreement (other than without cause) it may invoice the Customer for and the Customer shall pay either:  \n(i) if the Customer is within the Minimum Period with respect to their Package, the Service Termination Fee along with Charges in respect of Additional Services as if the Customer were still receiving them for another thirty (30) days after their date of termination; or  \n(ii) if the Customer is not within such Minimum Period, an amount equal to what the Customer would have to pay for the Services if it were still receiving them for a further thirty (30) days after the date they were terminated.  \n  \n9.8. Termination of the Agreement shall not affect:  \n(i) any obligations or rights of the parties which arose or accrued prior to, or which expressly survive, termination of this Agreement; or  \n(ii) the continuation in force of Clauses 4.1, 4.2, 5.2- 5.4,7, 8.2, this Clause 9.8, 10.2, 11, 13.4-13.7 and 16.  \n9.9. Unless Hyperoptic provides written consent to the contrary, the Customer acknowledges and agrees that:  \n(i) any Service is provided for use at and within the Premises only;  \n(ii) the Customer shall not resell the Service to other persons whether for profit or otherwise and shall not charge other persons for use of the Service; and  \n(iii) the Customer shall not use the Service to operate as an internet service provider (“ISP”) or to operate any server services to other persons (this includes without limitation HTTP/web, SMTP/mail and FTP/file transfer services).\n\n**10. USE OF THE SERVICES**\n\n10.1. The Customer shall ensure that all use of the Services is at all times compliant with the [AUP](https://www.hyperoptic.com/legal/post/acceptable-usage-policy/). The Customer hereby indemnifies Hyperoptic in respect of:\n\n(i) all third party claims, actions or proceedings brought or threatened against Hyperoptic arising in connection with the use or misuse of the Services or any breach by the Customer of these Terms or the Agreement (“Claims”); and\n\n(ii) all costs (including legal costs), losses and damages arising in connection with such Claims.  \n  \n10.2. The Customer shall keep all security information safe and promptly inform Hyperoptic of any improper disclosure of such security information or unauthorised use of the Services. Hyperoptic shall have no liability to the Customer in contract, tort (including negligence or breach of statutory duty) or otherwise for any costs, losses or damages caused by a third-party gaining access to the Services, the Apparatus or any equipment, software or data provided by the Customer.  \n  \n10.3. The Customer shall ensure that any equipment and software used by it in connection with the Services and/or connected to the Network complies with all Applicable Laws and bears either the European Consumer Equipment Standards 'CE' mark or the UK’s Consumer Equipment Standards ‘UKCA’ mark, is compatible with the Apparatus and that the Customer has all necessary licenses required in connection with such use and connection.  \n  \n**11. LIABILITY**  \n  \n11.1. Hyperoptic’s duty in performing its obligations hereunder is to exercise the reasonable care and skill of a competent service provider only. Hyperoptic gives no warranty that the Services will be free of Faults or uninterrupted or (ii) the Apparatus will never be faulty.  \n  \n11.2. Subject to Clause 11.5, neither Hyperoptic nor any other company in Hyperoptic’s group (nor any person connected with Hyperoptic or such other company) shall be liable in contract, tort (including negligence and breach of statutory duty) or otherwise under or in connection with the Agreement for any indirect or consequential loss or damage or for any of the following whether direct or indirect and whether or not reasonably foreseeable:  \n(i) loss of income or revenue;  \n(ii) loss of business or opportunity;  \n(iii) loss of profits or contracts;  \n(iv) loss of anticipated savings;  \n(v) loss, corruption or the release of data (including personal data), information or software;  \n(vi) loss of goodwill;  \n(vii) the cost of procuring substitute goods or services;  \n(viii) wasted management or office time;  \n(ix) losses from the Customer breaching the Agreement or using the Services in a manner that breaches the Agreement;  \n(x) loss or damage caused by malware or the unauthorised use of the Services on any of the Customer’s devices (or those of any other user of the Services);  \n(xi) losses from the failure of safety, security or other alarm system due to their incompatibility with the Services or for any other reason for which Hyperoptic is not at fault;  \n(xii) loss or damage from the Customer using any equipment not supplied by Hyperoptic; or  \n(xiii) claims against Hyperoptic arising from the breach of any implied term, condition or warranty, to the extent these can be excluded by law.  \n  \n11.3. Subject to Clause 11.5, Hyperoptic shall not be liable in contract, tort (including negligence and breach of statutory duty) or otherwise under or in connection with the Agreement for any loss or damage incurred by the Customer or any user of the Services or the Website in connection with the use, inability to use, or results of the use of the Services, any equipment used in connection with the Services or the Website, any websites linked to it or accessed through the Network and any materials posted on the Website or on any such other websites, including losses from delays or interruptions to the Services, irrespective of whether such loss or damage was foreseeable save that this Clause 11.3 shall not preclude claims for:  \n  \n(i) loss of or damage to tangible property arising from Hyperoptic’s negligence; or  \n(ii) any losses or damages arising out of Hyperoptic’s fraud.  \n  \n11.4. Subject to Clause 11.5 and save as expressly set out in these Terms, Hyperoptic’s aggregate liability to the Customer in contract, tort (including negligence and breach of statutory duty) or otherwise under or in connection with this Agreement for any claims arising in any calendar year shall not exceed one hundred and twenty-five percent (125%) of the Charges due in that calendar year.  \n  \n11.5. Nothing in the Agreement shall limit or exclude Hyperoptic’s liability for:  \n(i) death or personal injury arising from its (or its employees’, contractors’ or agents’) negligence;  \n(ii) fraud, fraudulent misrepresentation or misrepresentation as to a fundamental matter; or  \n(iii) any other liability which cannot be excluded or limited under Applicable Law.  \n  \n11.6. Except as set out in Clauses 11.1 to 11.5, Hyperoptic accepts no liability for loss or damage caused by a person other than the Customer (or its employees acting in the course of their employment) accessing the Customer’s connection to the Services, any computer or device of the Customer, the Apparatus, or any equipment used in connection with the Services or accessing, destroying or distorting any data or information held by Hyperoptic.  \n  \n11.7. Hyperoptic is not liable for goods or services supplied to the Customer (or to any other person using the Services) under a separate agreement with another supplier, even if they were acquired through the Network.  \n  \n11.8. The Customer shall at all times be under a duty to mitigate any losses suffered by it.  \n  \n**12. FORCE MAJEURE**  \n  \nHyperoptic shall not be liable in contract, tort (including negligence and breach of statutory duty) or otherwise if it is prevented, delayed or hindered in or from performing its obligations under the Agreement to the extent that this is attributable to Force Majeure.  \n  \n**13. OTHER GENERAL PROVISIONS**  \n  \n13.1. Failure by either party to exercise or enforce any right conferred by the Agreement or at law or in equity shall not be deemed to be a waiver of any such right nor operate so as to bar the exercise or enforcement thereof or of any other right or remedy on any later occasion. Except as expressly provided, remedies shall be deemed cumulative and not exclusive.  \n  \n13.2. The Customer shall not assign or delegate all or any of its rights and obligations under the Agreement without Hyperoptic’s prior written consent.  \n  \n13.3. The Customer acknowledges and agrees that Hyperoptic may make enquiries about the Customer for credit reference purposes, including searching records held by Experian, Equifax and/or any other credit reference agency or fraud protection scheme. Hyperoptic shall hold data relating to the Customer in accordance with the Privacy Policy (viewable at [www.hyperoptic.com/legal/post/privacy-and-cookie-policy](https://www.hyperoptic.com/legal/post/privacy-and-cookie-policy/).  \n  \n13.4. The Customer shall keep confidential all non-public information disclosed to it concerning Hyperoptic and its business. Hyperoptic shall use and retain information provided by the Customer in accordance with the Privacy Policy. The Customer’s obligations under this Clause 13.4 shall last for a period of one year from the date of disclosure.  \n  \n13.5. Each term of the Agreement shall be treated as a separate provision. If a court, arbitrator or any government agency stipulates that any part of the Agreement is unenforceable, the remaining provisions of the Agreement will still be valid and enforceable.  \n  \n13.6. No third party is entitled to enforce any term under the Agreement under the Contracts (Rights of Third Parties) Act 1999.  \n  \n13.7. The Agreement sets out the entire agreement between the parties relating to the provision of the Services and supersedes any and all previous agreements and understandings with respect to such provision. The Customer acknowledges that it does not enter into this Agreement in reliance on any representation not contained in this Agreement and in the event of actionable misrepresentation (other than fraudulent misrepresentation) the only remedy available shall be a claim for breach of contract. All conditions, warranties and other terms which might otherwise be implied by law or equity are hereby excluded.  \n  \n**14. NOTICES**  \n  \n14.1. The Customer may contact Hyperoptic in any of the following ways: (i) by emailing Business Support at business.support@hyperoptic.com; (ii) by telephoning Business Support on 0333 332 1123; or, (iii) where the Agreement specifies that the Customer should contact Hyperoptic by letter, by writing to Hyperoptic at “Hyperoptic Business Support, Kings House, 174 Hammersmith Road, London, W6 7JP”.  \n  \n14.2. Hyperoptic may contact and serve notices on the Customer by email at the Customer’s then current registered email address. It may also use the Customer’s postal address, mobile or fixed phone number, as it deems appropriate.  \n  \n**15. COMPLAINTS**  \n  \n15.1. To report any illegal or unacceptable use of Hyperoptic’s services, the Customer should email business.support@hyperoptic.com, providing full contact details and as much evidence as possible to assist Hyperoptic in investigating the matter (such as a copy of the message and/or headers, the full URLs or log files showing any unauthorised account access). To report any illegal or unacceptable use of the Services, the Customer should email business.support@hyperoptic.com, providing full contact details and as much evidence as possible (such as a copy of the message and/or headers, the full URLs or log files showing any unauthorised account access).\n\n15.2. Hyperoptic has a procedure for handling complaints regarding breaches of the Agreement. Complaints should be made by email to business.support@hyperoptic.com or by contacting Business Support on 0333 332 1123. However, the Customer should note that where it has made a complaint by telephone, it must also confirm all relevant information in writing (by email or letter), in order for Hyperoptic to investigate the complaint properly.\n\n15.3. Hyperoptic has a specific procedure for handling complaints from its residential customers, its “small business customers” and its “small not-for-profit customers”, details of which are set out in the Complaints Code of Practice (viewable at [www.hyperoptic.com/legal/post/code-of-practice](https://www.hyperoptic.com/legal/post/code-of-practice/)). For this purpose:  \n(i) “small business customer” means any of Hyperoptic’s business customers with 10 or fewer individual workers (including volunteers); and  \n(ii) “small not-for-profit customer” means any of Hyperoptic’s business customers with 10 or fewer individual workers (excluding volunteers) and which, under its own constitution or by law, is (a) required (after paying its expenses/outgoings) to use all its income, and any capital it spends, for charitable or public purposes and (b) prohibited from (directly or indirectly) distributing any of its assets to its members, except for charitable or public purposes).  \nIf Hyperoptic is unable to resolve any complaint or dispute that such a small business customer or small not-for-profit customer may have in relation to Hyperoptic and/or its Services, that Customer may refer the matter to Communications Ombudsman, an independent dispute resolution service, which will be free for such Customer to use. Any such Customer should note that Communications Ombudsman will only deal with their complaint or dispute after that Customer has already followed Hyperoptic’s internal complaints procedure in full. Further details relating to Communications Ombudsman are set out in the Complaints Code of Practice (viewable at [www.hyperoptic.com/legal/post/code-of-practice](https://www.hyperoptic.com/legal/post/code-of-practice/)).  \n  \n**16. JURISDICTION AND APPLICABLE LAW**  \n  \n16.1 The Agreement and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non- contractual disputes or claims) shall be governed by and construed in accordance with the laws of England and Wales. Subject to Clause 15.3 above, the English courts shall have exclusive jurisdiction over any claim arising from, or related to, the Agreement, although Hyperoptic may initiate proceedings for breach of the Agreement in any other relevant country.  \n  \n**17. CHANGES TO THE CHARGES, THESE TERMS AND/OR THE SERVICES**  \n  \n17.1 Hyperoptic may at any time and from time to time amend the Agreement (including without limitation varying the Charges and making changes to the Services) by publishing such changes on the Website and/or by sending the Customer written notice of any such change to the Customer’s registered email address, except that where the Customer orders a Package on or after 05 December 2023, Hyperoptic shall not change the Package Charge for that Package during its Minimum Period, unless the change is directly imposed by law (e.g. a change in the rate of VAT). Subject to Clause 17.2, any changes introduced by Hyperoptic under this Clause 17.1 shall become binding on both parties upon such publication or other written notice.  \n  \n17.2. If Hyperoptic makes any change to the Agreement or the Services then unless that change is exclusively for the Customer’s benefit, or is purely administrative with no negative effect on the Customer, or is directly imposed by law:\n\n(i) Hyperoptic shall give the Customer not less than 30 days’ written notice via email of that change; and \n\n(ii) depending on the notified change, the Customer may be able to terminate the Agreement or the Service(s) affected by the change (Hyperoptic’s email notice will set out the options available to the Customer), without incurring any Charges for so terminating, as long as the such Customer gives Hyperoptic written notice (by email or letter) of its wish to terminate (in accordance with Hyperoptic’s email notice) such Services, within thirty days of the Customer receiving that notice.  \n  \n17.2. Hyperoptic shall notify the Customer of any other changes to the Agreement via email.\n\n  \n**APPENDIX 1: SERVICE LEVEL AGREEMENT**  \n  \n**1. REPAIR**  \n  \n1.1. Hyperoptic commits to remedy all faults in relation to its Dedicated Business Fibre Service (“Faults”) within the timeframes set out in paragraph 2.1 below of the Customer correctly reporting the same. The Customer shall report all Faults by telephoning or emailing Business Support. The remedy time is calculated from the time a Fault is reported in accordance with this paragraph 1.1 and ends when Hyperoptic closes its maintenance log concerning such Fault.  \n  \n1.2. Subject to paragraphs 1.3, 1.4 and 3 below, in the event that Hyperoptic fails to remedy any reported Fault within the period stated in paragraph 1.1, the Customer shall be entitled to the compensation set out in (and subject to the provisions of) paragraph 2. The Customer agrees that such payment represents the Customer’s sole remedy and Hyperoptic’s sole liability in contract, tort (including negligence) or otherwise for any breach of this paragraph 1.1, for Faults and for any other failures in the Services.  \n  \n1.3. The SLA set out in paragraphs 1.1 and 1.2 shall not apply to any Fault falling within paragraph 4.1 of this Appendix 1.  \n  \n1.4. To be eligible for Compensation Credits as detailed in paragraph 2, the Customer must notify Hyperoptic by telephoning or emailing Business Support. (For the avoidance of doubt, any such notification received from the Customer after this period shall not be eligible for any Compensation Credit.) Hyperoptic shall respond to the Customer’s claim within ten (10) Business Days of the Customer’s notification, with a statement clearly showing the Compensation Credit amount due, if any. The amount of Compensation Credit payable shall be decided in accordance with the terms of this Appendix 1.  \n  \n**2. COMPENSATION**  \n  \n2.1. Subject to paragraph 4 and any limitations in this and any other paragraph of this Appendix 1, a delayed repair will become eligible for a Compensation Credit if the reported Fault causes total loss of a Dedicated Business Fibre Service (i.e. no transmission of signals in one or both directions between the Hyperoptic Distribution Point and the limits of Hyperoptic’s Network):  \n  \n(i) for more than six (6) hours after it has been reported to Hyperoptic (where the affected Dedicated Business Fibre Service is provided under a Package ordered before 27 July 2020); or  \n  \n(ii) for more than five (5) hours after it has been reported to Hyperoptic (where the affected Dedicated Business Fibre Service is provided under a Package ordered on or after 27 July 2020),  \n  \nin each case, such Fault report to be in accordance with paragraph 1.1.  \n  \n2.2. Each reported Fault or series of connected reported Faults which falls within paragraph 2.1 shall count as one “Qualifying Fault” and the Customer shall be entitled to a Compensation Credit for each Qualifying Fault in accordance with paragraphs 2.2(i) and (ii) below, whichever applies.  \n  \n(i) For Packages ordered before 27 July 2020, the Customer shall be entitled to Compensation Credits as follows:\n\n---\n\n**Number of Qualifying Faults in each 12 month period during the term of the Agreement for the relevant Service.**\n\n**Amount (percentage of the Customer’s annual aggregate Package Charge amount for the relevant Service) to be credited to the Customer)**\n\n1 - 5%\n\n2-3 - 10%\n\n4 - 25%\n\n5 or more - 35%\n\n---\n\nThe maximum Compensation Amount that the Customer can receive for Qualifying Faults in each twelve (12) month period (beginning on the applicable Services Start Date) during the term of the Agreement in relation to the relevant affected Dedicated Business Fibre Service is equal to 35% of the Customer’s annual aggregate Package Charge amount for that Service.  \n(ii) For Packages ordered on or after 27 July 2020, the Customer shall be entitled to a Compensation Credit for each Qualifying Fault comprising the following:  \n  \n(a) an amount equivalent to the Customer’s Package Charge for one (1) day of their Dedicated Business Fibre Service during the period the Qualifying Fault is in effect (the “Per Day Package Charge Amount”), for every complete hour that the Fault remains a Qualifying Fault, capped in total at ten (10) times the Per Day Package Charge Amount; and  \n  \n(b) if the Fault remains a Qualifying Fault for more than ten (10) hours, in respect of each consecutive calendar day (which startes after the calendar day during which those ten (10) hours expired) during which the Fault remains a Qualifying Fault, an amount equivalent to either 50% of the Per Day Package Charge Amount if the Fault is fixed by 1.00pm on that day or 100% of the Per Day Package Charge Amount if the Fault is not fixedby 1.00pm on that day, capped in total at ten (10) times the Per Day Package Charge Amount.  \n  \n**3. HOW HYPEROPTIC WILL PAY COMPENSATION**  \n  \n3.1. Any compensation that becomes due will normally be made by deduction from the Customer’s next invoice unless not practicable, in which case it will be made by deduction to a later invoice, or, if the Customer will be receiving no further invoices from Hyperoptic, by crediting the amount to the Customer’s bank account for which details were provided to Hyperoptic when the Customer submitted its Order.  \n  \n3.2. In order to be eligible for any Compensation Credit, the Customer must make a claim for it in accordance with paragraph 1.4 of this Appendix 1.  \n  \n**4. WHAT IS NOT COVERED**  \n  \n4.1. The SLA and Compensation Credits set out in this Appendix 1 will not apply if and to the extent that:  \n  \n(i) the relevant Fault or failure to repair it is due to a delay or default (which includes any action or inaction) attributable to the Customer, any equipment provided by the Customeror its suppliers, any device belonging to or being used by the Customer or other user of the Services, the Customer Owned Wiring, any network or equipment outside the Network, or a factor related to the Premises;  \n  \n(ii) the relevant Fault or failure to repair it (a) results in Hyperoptic being unable to contact the Customer or carry out any necessary work at or gain access to the Premises when reasonably required, through no fault of Hyperoptic or due to circumstances beyond Hyperoptic’s reasonable control or (b) is due to the Customer failing to agree an appointment date with Hyperoptic or aborting necessary work in connection with the Services;  \n  \n(iii) the relevant Fault or failure to repair it is due to (a) an inaccurate Dedicated Business Fibre Order Form being submitted (or other Order-related information being given) by the Customer, (b) the Customer otherwise being in breach of this Agreement, or (c) or Hyperoptic suspending or terminating the Services or any part of them in accordance with this Agreement;  \n  \n(iv) through no fault of its (or their) own, Hyperoptic or its agents or contractors are either unable to obtain or there are delays in obtaining any necessary permissions or consents required in connection with repairing the relevant Fault;  \n  \n(v) the relevant Fault or failure to repair it is due to a failure in the public internet;  \n  \n(vi) the relevant Fault or failure to repair it is (i) due to a Force Majeure event or (ii) caused by anyone other than Hyperoptic or Hyperoptic’s agents or contractors (including without limitation Faults caused by the action or inaction of the Customer or of a third party supplier to the Customer) or a failure within equipment provided by the Customer or suppliers to the Customer or otherwise outside the Network;  \n  \n(vii) the Customer and Hyperoptic agree a different timescale in writing (which shall include email) for performance in relation to any Installation Work (which includes the processing of Orders and the notification of ECCs) and/or repairing failures or Faults;  \n  \n(viii) reasonable assistance (including the provision of access) is required or information is reasonably requested by Hyperoptic within a reasonable timescale from the Customer or any end user of the Services or a third party and such assistance or information is not provided;  \n  \n(ix) the relevant Fault or failure to repair it is due to a planned or scheduled outage in relation to the Network or an interruption by any emergency service;  \n  \n(x) the relevant Fault, where it relates to a required repair, is not reported in accordance with the provisions of paragraph 1.4; or  \n  \n(xi) Hyperoptic is unable to find a Fault or the Customer cancels the Fault report prior to the Fault being remedied.\n\n**APPENDIX 2: SCHEDULE OF CHARGES**\n\n---\n\n**Charge**\n\n**Description**\n\n**Amount**\n\n---\n\nDirect Debit Return Fee\n\nThe amount which Hyperoptic may charge a Customer each time any of that Customer’s direct debit payments to Hyperoptic under the Agreement is not honoured for any reason.\n\n£10\n\n---\n\nExcess Construction Charge (“ECC”)\n\nA Charge payable by the Customer for any extra work identified as required to deliver an Order during any Survey. The extra work may include (but is not limited to) ductwork, civils and blown fibre installation - the Customer will be exempt from the £2,800 (excluding VAT) of the cost of such work, the ECC being any amount in excess of this.\n\nThe Customer will be notified of any ECC in relation to their Order, in accordance with Clause 6.2.\n\n---\n\nInstallation Fee\n\nA Charge payable by the Customer for Hyperoptic to install Apparatus at the Premises in order to provide the Dedicated Business Fibre Service (which may include an amount in respect of any relevant surveys carried out).\n\nAs discussed between the parties prior to the Customer submitting its Order and as set out in the Dedicated Business Fibre Order Form and/or relevant Order Confirmation.\n\n---\n\nOrder Cancellation Fee\n\nA one-off Charge, payable on demand, if the Customer cancels an Order prior to the Services Start Date. The Charge relates to the cost Hyperoptic has incurred in arranging and carrying out any works in relation to installing the Services.\n\nThe amount may vary and will be advised to the Customer when it cancels.\n\n---\n\nPackage Charge\n\nThe Charge payable by the Customer to Hyperoptic monthly advance, in relation to a Package and as set out in the Customer’s Dedicated Business Fibre Order Form (or as amended under Clause 6.5 of these Terms).\n\nAs set out in the Customer’s Dedicated Business Fibre Order Form and/or Order Confirmation\n\n---\n\nRe-activation Fee\n\nThe one-off Charge, payable by the Customer on demand, for Hyperoptic to reactivate that Customer’s Services after they have been terminated or suspended.\n\n£20\n\n---\n\nService Termination Fee\n\nThe one-off Charge payable by the Customer, on demand, if its Package is terminated at any time from the Services Start Date for that Package until the end of the applicable Minimum Period\n\nThe amount of the Charge will equal the aggregate monthly Package Charge payments remaining for that Package, from the time of such termination until the end of the Minimum Period\n\n---\n\nStatic IP Address Fee\n\nThe monthly Charge for any further static IP addresses that the Customer may request from Hyperoptic (i.e. in addition any static IP address(es) included in the Customer’s Package Charge), which Hyperoptic may provide, if available.\n\nThe amount will be as advised to the Customer on the Customer’s request.\n\n---\n\n` `\n\nHyperoptic Ltd is registered in England & Wales with company number 07222543 at: Kings House, 174 Hammersmith Road, London, W6 7JP\n\nTelephone: 0333 332 1111\n\nWebsite: www.hyperoptic.com\n\nVAT registered number: 164 6525 96",{"_uid":37,"title":352,"plugin":39,"og_image":18,"og_title":18,"description":353,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"Dedicated Business Fibre Customer Terms of Service | Hyperoptic","Legal section | Dedicated Business Fibre Customer Terms of Service | Hyperoptic","dedicated-business-fibre-customer-terms-of-service","legal/dedicated-business-fibre-customer-terms-of-service",-210,[],"9089311d-31d1-4799-84d7-c17085124002",[],{"name":361,"created_at":362,"published_at":8,"updated_at":8,"id":363,"uuid":364,"content":365,"slug":379,"full_slug":380,"sort_by_date":17,"position":381,"tag_list":382,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":383,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":384,"default_full_slug":17,"translated_slugs":17},"Business SLA","2026-07-29T09:15:34.941Z",203271925537816,"0f1caee1-df52-433b-8885-52cd620474e3",{"_uid":12,"body":366,"Layout":35,"metatags":376,"component":41,"page_type":42,"page_category":43},[367,374],{"_uid":15,"media":368,"theme":21,"title":361,"layout":22,"eyebrow":18,"component":23,"cta_link_1":370,"cta_link_2":371,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":372,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":369},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":373},{},{"id":18,"_uid":32,"component":33,"html_content":375},"***This SLA is effective from 18.02.2025.***\n\n**Service Level Agreement for all our Business Fibre Broadband and Business Essential Broadband Customers**\n\nAll Hyperoptic Business Fibre and Business Essential Customers are entitled to our standard Service Level Agreement (“**SLA**”).\n\nUnder our standard SLA, where you correctly report a fault in our services to Business Support, and we don’t fix that fault within the time frames set out in the table below, you’ll be entitled to claim compensation (as set out in the table below). We have no other obligation to offer any other compensation.\n\nThe table gives a summary of the SLA we offer in relation to our services, how to report a fault, and of the compensation (or service guarantees) we may give you when we don’t meet that SLA. It also sets out certain situations when our SLA and any compensation under it won’t be available. Our SLA, the compensation under it and the table below are all subject to our Business Customer Terms of Service.\n\n---\n\n**Service/fault**\n\n**SLA**\n\n**Service guarantee (compensation)**\n\n---\n\n**Installation/other works involving a Hyperoptic engineer visit**\n\nAlthough we’ll try our best to keep to any agreed installation date or any other date we’ve agreed for an engineer to carry out other works at your premises, we can’t guarantee it.\n\nNone\n\n---\n\n**Activation**\n\nWe’ll send you a service activation email as soon as your service is ready and you should then find that your service is active as soon as you connect your Hyperhub router to the Hyperoptic socket at your premises.\n\nNone\n\n---\n\n**Loss of service (planned)**\n\nWe’ll try to notify you before any planned interruptions/suspensions to your services. We’ll take all reasonable steps to reduce their effect and restore your services as soon as possible.\n\nNone\n\n---\n\n**Loss of service (unplanned) and other faults in our service caused by us  \n(for Business Broadband Packages ordered before 27 July 2020)**\n\nWe’ll try to fix any fault in our services within 24 hours of you reporting it to Business Support (by telephone on 0333 332 1123 or by email at business.support@hyperoptic.com.\n\nIf we don’t fix a fault in our services, that we have caused or are solely responsible for within 24 hours of you reporting it (and giving us enough information for us to look into it properly), you’ll be entitled to a (single) credit in relation to that fault of £25 (if you have our 30Mb or 50Mb service) or £50 (if you have our 150Mb, 500Mb or 1Gb service).\n\nHowever, you won’t be entitled to such a credit (a) for any fault (or delay in repairing it) not caused by us, (b) for any fault (or delay in repairing it) caused by events beyond our reasonable control, (c) if we can’t find a fault, (d) if you cancel the fault report, (e) if, after you report the fault, we’re not able to contact you or you don’t give us access to the premises where our services are being supplied when we reasonably need this, (f) if you’re not able to take delivery of any replacement router we may send you or (g) if you don’t help us in any other way we might reasonably need to resolve the matter speedily.\n\n---\n\n**Loss of service (unplanned) and other faults in our service caused by us  \n(for Business Broadband Packages ordered on or after 27 July 2020)**\n\nWe’ll try to fix any service fault that we have caused or are solely responsible for within the following time periods:\n\n(i) if the affected service is Hyperoptic’s 50Mb or 100Mb Service, by 23:59 on the second Business Day from and after the day on which you reported it to our Business Support\\*, as long as you provided Business Support with details of the fault and enough information to identify both you and the affected service(s) (and for these purposes, if you report a fault after 5.30pm on a Business Day, or at any time on a day which is not a Business Day, you’ll be treated as having reported it on the next following Business Day); or  \n(ii) if the affected service is either Hyperoptic’s 150Mb, or another Hyperoptic business broadband service which is faster than 150Mb, by 23:59 on the Business Day from and after the day on which you reported it to our Business Support\\*, as long as you provided Business Support with details of the fault and enough information to identify both you and the affected service(s) (and for these purposes, if you report a fault after 5.30pm on a Business Day, or at any time on a day which is not a Business Day, you’ll be treated as having reported it on the next following Business Day),  \nand the applicable time period mentioned above in relation to each service is the “**SLA Period**” for that service.  \nA “**Business Day**”, as mentioned above, means any day other than a (i) Saturday or Sunday or (ii) a public holiday in the country (i.e. either (a) England and Wales or (b) Scotland) where your relevant service is being provided.  \n\\*You should contact our Business Support to report a service fault by telephone on 0333 332 1123 or by email at business.support@hyperoptic.com.\n\nIf we don’t fix a fault in our service that we have caused or are solely responsible for, within the SLA Period that applies to that service, you’ll be entitled to a (single) credit for that fault, comprising the following amount(s) in respect of each consecutive SLA Day. An “**SLA Day**” is any day after the SLA Period has expired, that the fault remains unfixed:  \n(i) if the affected service is Hyperoptic’s 50Mb or 100Mb Service, an amount equivalent to either 50% of your Per Day Package Charge Amount if the fault is fixed by 1.00pm on an SLA Day or 100% of your Per Day Package Charge if it is not fixed by 1.00pm on that SLA Day. The total credit amount payable in relation to the fault will be capped at 10 times your Per Day Package Charge Amount. “**Per Day Package Charge Amount**” means the amount we charge you for 1 day of your affected service during the period the fault is in effect; or  \n(ii) if the affected service is Hyperoptic’s 150Mb (or a faster than 150Mb) Business Broadband Service, an amount equivalent to either 50% of your Per Week Package Charge if the fault is fixed by 1.00pm on an SLA Day or 100% of your Per Week Package Charge if it is not fixed by 1.00pm on that SLA Day. The total credit amount payable in relation to the fault will be capped at 10 times your Per Week Package Charge Amount. “**Per Week Package Charge Amount**” means the amount we charge you for 1 week of your affected service during the period the fault is in effect.  \nHowever, you won’t be entitled to such a credit (a) for any fault (or delay in repairing it) not caused by us, (b) for any fault (or delay in repairing it) caused by events beyond our reasonable control, (c) if we can’t find a fault, (d) if you cancel the fault report, (e) if, after you report the fault, we’re not able to contact you or you don’t give us access to the premises where our services are being supplied when we reasonably need this, (f) if you’re not able to take delivery of any replacement router we may send you or (g) if you don’t help us in any other way we might reasonably need to resolve the matter speedily.\n\n---\n\nIf you’re entitled to a credit (SLA compensation) for a fault in our services, you’ll need to claim it by letting us know within 30 days from the date that the correctly reported fault has been fixed. You must do this by telephoning Business Support on 0333 332 1123 or emailing them at [business.support@hyperoptic.com](mailto:business.support@hyperoptic.com). You can only claim one credit for each correctly reported fault (or for each series of connected correctly reported faults).",{"_uid":37,"title":377,"plugin":39,"og_image":18,"og_title":18,"description":378,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"Business SLA | Hyperoptic","Legal section | Business SLA | Hyperoptic","business-sla","legal/business-sla",-200,[],"85a00ed4-4095-4a80-9845-da604e99648f",[],{"name":386,"created_at":387,"published_at":8,"updated_at":8,"id":388,"uuid":389,"content":390,"slug":404,"full_slug":405,"sort_by_date":17,"position":406,"tag_list":407,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":408,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":409,"default_full_slug":17,"translated_slugs":17},"Business Customer Terms of Service","2026-07-29T09:14:23.827Z",203271634258164,"578af1db-e07c-4fde-9205-3295218e8752",{"_uid":12,"body":391,"Layout":35,"metatags":401,"component":41,"page_type":42,"page_category":43},[392,399],{"_uid":15,"media":393,"theme":21,"title":386,"layout":22,"eyebrow":18,"component":23,"cta_link_1":395,"cta_link_2":396,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":397,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":394},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":398},{},{"id":18,"_uid":32,"component":33,"html_content":400},"**These Terms are effective from 18.02.2025.**\n\n \n\n**1. Definitions**\n\n1.1. In these Terms, the following words and expressions shall have the meanings given to them below:\n\n”Activation Charge” means the one-off Charge for connecting to Hyperoptic’s Services, charged in a Customer’s first invoice and as set out on an Order and/or as detailed in the [Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf).\n\n”Activation Steps” means the steps necessary to be taken by a Customer’s new and old telephone network provider in order to move that Customer’s telephone number to the new provider’s network, as set out in Clause 13.6.\n\n“Additional Service(s)” means any Additional Telephone Plan, Additional Static IP Address(es) and/or supplementary Services and features from time to time provided by Hyperoptic in connection with the Business Broadband Service and/or Telephone Service.\n\n“Additional Static IP Address(es)” means any static IP address(es) which is/are provided to the Customer by Hyperoptic at the Customer’s request, and which is not included in the Customer’s monthly Package Charge.\n\n“Additional Telephone Plan(s)” means any supplementary plan(s) available for the Telephone Service from time to time, which the Customer has ordered in addition to its chosen Business Broadband Package. These are set out in Hyperoptic’s [Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf) as “Call Plans”.\n\n“Agreement” means the Agreement described in Clause 2, which definition in relation to Clause 7 is as modified by Clause 7.3.\n\n”Apparatus” means any apparatus (including but not limited to Equipment) which Hyperoptic installs, or arranges to be installed, at the Premises, in connection with the provision of Hyperoptic’s Services.\n\n“Applicable Law” means any applicable law, statute, bye-law, regulation, order, regulatory policy, guidance, standard or industry code, rule of court or directives or requirements of any government or regulatory body, delegated or subordinate legislation or notice of any government or regulatory body and the common law and the law of equity as from time to time applicable to the parties.\n\n“AUP” means Hyperoptic’s [Acceptable Usage Policy](https://www.hyperoptic.com/legal/post/acceptable-usage-policy/), as updated from time to time.\n\n“Battery Back-Up Unit” means a battery unit (i) which Hyperoptic sends the Customer upon the Customer’s request, (ii) which (when, fully charged and correctly installed) the Customer may use to provide the Hyperhub, optical network terminal (ONT) and/or fibre/media converter with at least 1 hour of back-up power in the event of a power failure at the Premises, and (iii) which will enable the Customer to make calls to emergency services during that period using a corded telephone plugged directly into the Hyperhub.\n\n“Battery Back-Up Unit Fee” means the one-off Charge payable for a Battery Back-Up Unit, as set out in Hyperoptic’s [Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf) and as set out in the Customer’s Order or Order Confirmation Email.\n\n“Building” means a property in which the Premises are located, and to which Hyperoptic provides Landlord Services under a Landlord Agreement.\n\n”Business Broadband Package” means any of Hyperoptic’s packages for the Business Broadband Service (including any Total Wi-Fi Package), with or without the Telephone Service, (as set out in [www.hyperoptic.com/business](https://www.hyperoptic.com/broadband/business/) or as otherwise offered by Hyperoptic to the Customer), for which the Customer has submitted or can submit an Order.\n\n“Business Broadband Service” means Hyperoptic’s “always on” internet service, which is included in the Customer’s chosen Business Broadband Package. \n\n“Business Day” means any day other than (i) a Saturday or a Sunday; or (ii) a public holiday in England and Wales.\n\n“Business Support” means Hyperoptic’s Business Support Team which can be contacted by emailing [business.support@hyperoptic.com](mailto:business.support@hyperoptic.com), or calling [0333 332 1123](tel:+443333321123).\n\n“Call Charges” means the Charges for calls made using the Telephone Service that are not included in the Customer’s Package Charge, calculated as detailed in the [Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf).\n\n“Charge or Charges” means any or all charges payable to Hyperoptic in respect of the Services as detailed in the [Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf) and/or as set out in an Order and/or Order Confirmation Email.\n\n”Claims” means all third party claims, actions or proceedings brought or threatened against Hyperoptic arising in connection with the use or misuse of the Services or any breach or contravention of these Terms or the Agreement, as set out in Clause 12.1.\n\n“Complaints Code of Practice” means Hyperoptic’s [Complaints Code of Practice](https://www.hyperoptic.com/legal/post/code-of-practice/) which sets out how Hyperoptic’s residential,, “small business” and “small not-for-profit organisation” customers (as more particularly defined in Clause 18.2 and in the [Complaints Code of Practice](https://www.hyperoptic.com/legal/post/code-of-practice/)) can make a complaint about Hyperoptic and/or its Services and how they can take this complaint further, if so required.\n\n“Contract Information Document” means the “Contract Information” document, which is prescribed by Ofcom as to form and information content requirements, and which is provided to the Customer during their Order process, where their Agreement starts on or after 17 June 2022.\n\n“Contract Summary Document” means the “Contract Summary” document, which is prescribed by Ofcom as to form and information content requirements, and which is provided to the Customer during their Order process, where their Agreement starts on or after 17 June 2022.\n\n“Customer” means the business customer entering into the Agreement.\n\n“Customer Free Service” means a Business Broadband Package provided to a Customer under the terms of this Agreement, for which Hyperoptic does not charge the Customer a Package Charge and in respect of which the Customer may have agreed further terms under a separate agreement with Hyperoptic.\n\n“Direct Debit Return Fee” means the £10 Charge which Hyperoptic may charge a Customer each time any of that Customer’s direct debit payments to Hyperoptic under the Agreement is not honoured for any reason.\n\n“Equipment” means any telecommunications or other equipment (including, but not limited to, any Hyperhub router, Minihub, wireless access point, Battery Back-Up Unit, fibre/media converter, optical network termination (ONT), socket/faceplate, cabling and other accessories), that is supplied by Hyperoptic to facilitate and enhance usage of the Services as detailed on the Website (including upgrades and replacements). This does not include any equipment purchased or acquired by the Customer from a supplier recommended by Hyperoptic or from an alternative source or supplier. This is referred to as 'additional equipment'.\n\n”Faults” means any faults in relation to the Services other than the Customer Free Service and the Standard Service, and planned loss of service shall not be considered a Fault.\n\n“Fibre Connector” means any Hyperoptic socket, fibre/media converter and/or ONT (optical network terminal) that Hyperoptic installs/has installed at the Premises in connection with the Services.\n\n“Force Majeure” means any event beyond Hyperoptic’s reasonable control including, without limitation, lightning, flood, earthquake, severe weather, other natural disaster, fire, collapse of buildings, explosion, accident, terrorist activities, war, civil disorder, epidemic or pandemic, non-performance by suppliers or subcontractors, damage or vandalism to the Network, Equipment or any apparatus Hyperoptic has installed, acts or omissions of local or national governments or other competent authorities (including, without limitation, the introduction of new laws, rules, regulations or guidance), strikes or industrial disputes.\n\n“Free Battery Back-Up Unit” means a Battery Back-Up Unit which the Customer requests and receives from Hyperoptic, free of charge, and which remains Hyperoptic’s property.\n\n”[Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf)” means Hyperoptic’s [Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf), setting out the list of Charges relating to Services payable by Hyperoptic’s business customers, as updated from time to time.\n\n“Hyperhub” means any router supplied by Hyperoptic for the Customer’s use in connection with accessing the Services.\n\n“Hyperoptic” means Hyperoptic Ltd, registered in England and Wales with company number 07222543 and having its registered office at Kings House, 174 Hammersmith Road, London, W6 7JP.\n\n”Hyperoptic Business Order Form” means the order form (either on the Website or in paper format) which the Customer fills in and submits to order Services upon these Terms.\n\n“Installation Fee” means the one-off Charge payable (i) where there is no existing Fibre Connector at the Premises, to install such Fibre Connector at either (a) Hyperoptic’s chosen location at the Premises (a ”Standard” Installation Fee) or (b) at the Customer’s chosen location at the Premises (a ”Bespoke” Installation Fee); or (ii) to extend a connection from an existing Fibre Connector at the Premises (again, a ”Bespoke” Installation Fee), in each case as detailed in the [Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf) and as set out in the Customer Order and/or Order Confirmation Email.\n\n“Installation-only Service” means the provision by Hyperoptic of installation services with no additional ongoing Services, as described in the [Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf).\n\n”Landlord” means the landlord or manager of multiple dwelling units within a Building, as described in Clause 7 (”Multi-Tenanted Buildings”).\n\n“Landlord Agreement” means an agreement entered into between Hyperoptic and a Landlord to provide Landlord Services to a Building (or parts(s) of a Building).\n\n”Landlord Services” has the meaning given to it in Clause 7.1.\n\n\"Minihub” means any mesh extender Hyperoptic provides for the Customer’s use in connection with a Total Wi-Fi Package.\n\n“Minimum Download Speed Guarantee” means the latest version of Hyperoptic’s [Minimum Download Speed Guarantee](https://www.hyperoptic.com/legal/post/minimum-speed-guarantee/), published on the Website.\n\n“Minimum Period” means, in relation to any Business Broadband Package (other than a Monthly Rolling Package), the minimum term of the Agreement as it relates to that Business Broadband Package as stated in the applicable Order, starting from the applicable Services Start Date.\n\n“Monthly Rolling Package” means a Business Broadband Package, purchased by the Customer in relation to a Service, with no Minimum Period but which the Customer must give 30 days’ written notice (by email or letter) to terminate (unless termination takes effect under the switching process set out in Clause 11.4.1, in which case the provisions of that Clause apply).\n\n”My Account” means the ”My Account” section of the Website, through which the Customer can access and make certain changes to its account details and can view latest invoices.\n\n“Network” means the network utilised by Hyperoptic to provide the Services.\n\n”Number Porting Compensation Scheme” means the Number Porting Compensation Scheme described in Clause 13.9 and also in the [Complaints Code of Practice](https://www.hyperoptic.com/legal/post/code-of-practice/).\n\n“Order” means a request for provision of Services under this Agreement, submitted in the form required or such other form as is acceptable to Hyperoptic.\n\n“Order Cancellation Fee” means the one-off Charge, payable on demand, if the Customer cancels:  \n  \n(i) an Order for a Business Broadband Package during the Satisfaction Period; here the Order Cancellation Fee will cover the cost of any Services the Customer has been provided with until the time it cancels (including any costs related to installation and/or activation incurred by Hyperoptic in provisioning the Order until cancellation) – see also the [Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf); or  \n  \n(ii) an Order for the Installation-only Service, prior to Hyperoptic completing provision of that Order; here the Order Cancellation Fee will be as detailed in the [Guide to Charges and Fees for Business Customers.](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf)\n\n”Order Confirmation Email” means the email sent by Hyperoptic to the Customer confirming acceptance of the Customer’s Order.\n\n“Package Charge” means the monthly Charge payable to Hyperoptic in advance in relation to an Order for a Business Broadband Package which is set out on an Order and/or Order Confirmation Email. Neither Call Charges nor Charges for Additional Services are included in the Package Charge.\n\n”Porting Date” means the date the Customer’s old and new telephone network providers agree that the Activation Steps have been carried out, as set out in Clause 13.6.\n\n“Premises” means the address specified in the Order where the Services are to be supplied.\n\n“Privacy Policy” means Hyperoptic’s [Privacy and Cookie Policy](https://www.hyperoptic.com/legal/post/privacy-and-cookie-policy/) as from time to time amended.\n\n“Re-activation Fee” means the one-off Charge, payable on demand, for Hyperoptic to reactivate a Customer’s Services once they have been terminated or suspended, as detailed in the [Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf).\n\n“Replacement Items Fee” means a Charge, payable by the Customer on demand, if Hyperoptic needs to repair or replace any Equipment that Hyperoptic provided to the Customer in connection with the Services. This Charge is detailed in the [Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf).  \n\n“Satisfaction Period” means the period from the time Hyperoptic sends the Customer its first Order Confirmation Email under the Agreement for a Business Broadband Package, up to (and including) the 30th day that the Business Broadband Service being provided under that Business Broadband Package is first active for the Customer’s use at the Premises (pursuant to the Customer’s first Order under the Agreement).\n\n“Service(s)” means any of Hyperoptic’s internet and/or telephone-related services ordered by the Customer, as set out on an Order from/on behalf of the Customer and subject to confirmation under Clause 2.3.\n\n“Services Start Date” means, in relation to any Business Broadband Package or Additional Service, the date on which Hyperoptic notifies the Customer by email that such Business Broadband Package or Additional Service has been activated.\n\n“Service Termination Fee” means the one-off Charge payable by the Customer, at Hyperoptic’s demand, if the Customer’s Services terminate before the end of the any Minimum Period that applies to them. The Charge is calculated by reference to the remaining length of the Minimum Period and is detailed in the [Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf). Where the Customer validly cancels within the Satisfaction Period, in accordance with this Agreement, no Service Termination Fee will be charged.\n\n”SLA” means the service level agreement in relation to remedying Faults in the Customer’s Services, as set out in Clauses 9.3 and 9.4.\n\n“Standard Service” means the Landlord Service for which the Landlord pays Hyperoptic directly, and which the Customer can access in their Premises once Hyperoptic has accepted the Customer’s Order for, and has activated, the same.\n\n”Static IP Address Fee” means the monthly Charge for any Additional Static IP address(es) (as detailed in the [Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf) and/or as set out in the Customer’s Order and/or Order Confirmation Email).\n\n“Terms” means these Business Customer Terms of Service.\n\n“Telephone Service” means Hyperoptic’s telephone over internet service comprising access to a line or lines capable of making and receiving calls on numbers in a national or international numbering plan, including the features and functionality described on the Website (www.hyperoptic.com) and any Additional Telephone Plans from time to time added to the Customer’s Services.\n\n\"Total Wi-Fi Package” means any Business Broadband Package which includes the use of one or more Minihubs.\n\n“Upgrade Services” means any Landlord Services (i) which the Customer may Order as an upgrade (for example with faster Service speed) or addition to the Standard Service (ii) which the Customer can access in their Premises upon Hyperoptic accepting such Order and activating the Service, and (iii) for which the Customer pays Hyperoptic directly.\n\n“Website” means www.hyperoptic.com or any other website address notified by Hyperoptic to the Customer.\n\n1.2. References herein to a “party” are to either Hyperoptic or the Customer and to “parties” are to both of them.\n\n1.3. References herein to “Clauses” are to the clauses comprising these Terms. Headings used herein are for guidance only and shall not affect the interpretation of this Agreement.\n\n \n\n**2. Orders**\n\n2.1. The Customer may request provision of the Services (i) by calling Business Support on 03333 321123 and placing a telephone Order, (ii) by filling in and submitting the Hyperoptic Business Order Form either on the Website or in paper format or (iii) by submitting an Order for Services in any other way that Hyperoptic deems acceptable. Submission of an Order as per (i), (ii) or (iii) of this Clause 2.1 represents an offer by the Customer to purchase the Services on and subject to these Terms. Acceptance by Hyperoptic of an Order as provided in Clause 2.3, subject to Clause 2.3(ii), shall create an Agreement between the parties incorporating the following documents: (a) these Terms; (b) the Customer’s Order (as set out on the Hyperoptic Business Order Form and/or the Order Confirmation Email); (c) the latest applicable Contract Information Document (if relevant); (d) the latest applicable Contract Summary Document (if relevant) (e) the [Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf); (f) the Privacy Policy; and (g) the AUP.\n\n2.2. In the event of any conflict between the documents referenced in Clause 2.1, they shall be accorded priority in the order listed in that Clause, save where there is a conflict relating to pricing or the SLA, in which event the Customer’s Order as described at (b) in that Clause, the Contract Information Document and the Contract Summary Document take precedence over the [Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf), which in turn takes precedence over the Terms. In the same way, the terms of any promotion set out in the Customer’s Order (as described at (b) in Clause 2.1)), the Contract Information Document and/or the Contract Summary Document take precedence over these Terms, insofar as they conflict with or differ from them.\n\n2.3. Hyperoptic may accept Orders in its sole discretion. Orders shall be accepted only upon the dispatch by Hyperoptic of an Order Confirmation Email. No verbal communications shall be deemed to constitute acceptance nor shall acceptance be inferred from conduct (including without limitation installation under Clause 6.1). Upon delivery by Hyperoptic to the Customer of an Order Confirmation Email, such Order shall be binding on both parties. Once accepted by Hyperoptic, (i) each Order for Services shall create a separate Agreement between the parties governing provision of the  Services requested therein; and (ii) any Order requesting the addition or removal of a Service to a previously accepted Order or requesting transfer to an alternative Business Broadband Package (as provided in Clause 6.4) shall be deemed an amendment to the Agreement between the parties relating to the original Business Broadband Package ordered by the Customer, reflecting the version of these Terms in force at the date of such amendment. Further, any Minimum Period in relation to such amended Services or such alternative Business Broadband Package as referred to in (ii) shall be as set out in Clause 6.4.\n\n2.4. The Customer warrants that it contracts as a business customer and not as a consumer and that all information provided by it during the Order process and/or during the term of the Agreement is complete and accurate in all respects and is not misleading.\n\n2.5. When ordering Services, the Customer shall provide Hyperoptic with a valid email address which Hyperopic will register, along with any other details relevant to the Customer’s account with Hyperoptic. Hyperoptic will usually use this email address to contact the Customer though may also contact the Customer in writing at the Customer’s billing address or by telephone on any mobile or fixed telephone number the Customer has provided to Hyperoptic. The Customer agrees to (i) keep such email address active and available; (ii) regularly check emails sent to such email address; and (iii) keep details in relation to its account with Hyperoptic up to date. Where it is no longer possible for the Customer to keep such email address active, it must register a new email address with Hyperoptic. The Customer can make any changes to its email information by accessing its account with Hyperoptic through the “My Account” section of the Website or by contacting Business Support by telephone or email. The Customer will be treated as having read any email which Hyperoptic may send to the email address then currently registered in relation to the Customer’s account with Hyperoptic.\n\n \n\n**3. Services**\n\n3.1. Hyperoptic shall provide each Business Broadband Package and/or Additional Service, from the relevant Services Start Date, on and subject to the terms of the Agreement.\n\n \n\n**4. Equipment**\n\n4.1. Hyperoptic shall provide the Equipment, following acceptance of an Order in accordance with Clause 2.3.\n\n4.2. The Customer acknowledges and agrees that:\n\n(i) the Equipment (a) remains the property of Hyperoptic; (b) may be used only to access the Services (and in accordance with any instructions Hyperoptic provides); and (c) other than in relation to returning any Equipment in accordance with Clauses 4.5 and4.6, must be retained at the Premises during the term of the Agreement and thereafter, unless Hyperoptic agrees otherwise in writing;\n\n(ii) the Charges have been calculated on this basis;\n\n(iii) subject to Clauses 4.5 and 4.6, if any Equipment is damaged or removed, the Customer will be liable to pay the then current cost of installation and/or replacement;\n\n(iv) it may not at any time (a) sell (either directly or indirectly), export, re-export or transfer the Equipment to anyone else or (b) use the Equipment outside the UK; and\n\n(v) it must promptly provide Hyperoptic with any information it requests in relation to the location of the Equipment.\n\nOther than sub-paragraph (i)(b), this Clause 4.2 shall not apply to any Battery Back-Up Unit for which the Customer has paid a Battery Back-Up Unit Fee.\n\n4.3. If the Customer has ordered a Total Wi-Fi Package, Hyperoptic shall send the Customer:\n\n(i) a Minihub. If Hyperoptic finds that one Minihub is insufficient to improve the Wi-Fi signal at the Premises, Hyperoptic might send the Customer a further Minihub (though Hyperoptic shall try other means of improving the Wi-Fi signal prior to doing so); and\n\n(ii) if there is already a Hyperhub at the Premises but this Hyperhub is incompatible with Minihubs, a new Hyperhub may be provided. If Hyperoptic does this, the Customer shall return the old Hyperhub to Hyperoptic at the address set out in Clause 4.6 (using the postage-paid packaging supplied by Hyperoptic for this purpose). The Customer is responsible for ensuring that the Hyperhub reaches Hyperoptic in good working order. If Hyperoptic does not receive it within 21 days of the Customer receiving their new Hyperhub, or does receive it but it is damaged or faulty, Hyperoptic may charge the Customer the full replacement value.\n\n4.4. The Customer shall not: (i) do anything or allow anything to be done at the Premises that may cause damage to or interfere with the Equipment or prevent use or easy access to it; or (ii) without prejudice to the generality of the foregoing, interfere or tamper with, sell, charge, mortgage or otherwise deal in or obstruct or remove or obscure notices attached to the Equipment nor allow any third party to do any of the foregoing.\n\n4.5. In the event of a fault with the Equipment during the manufacturer’s warranty period, the Customer may contact Business Support and return the relevant item as directed. Hyperoptic shall test and shall repair or replace the Equipment at no cost to the Customer save where Hyperoptic reasonably believes that there is no fault or that the fault is due to the act, omission or negligence of the Customer, in which event the Customer shall be liable for payment of a Replacement Items Fee.\n\n4.6. On termination (including cancellation) of the Agreement for any reason, the Customer shall return any Hyperhub, any Minihub, any Free Battery Back-Up Unit (and, where the Customer has cancelled within the Satisfaction Period, any Battery Back-Up Unit which the Customer has purchased from Hyperoptic) to Hyperoptic at the following address: Returns, Hyperoptic Ltd., Unipart Logistics, Cowley Distribution Centre (Hyperoptic Bay 6), Garsington Road, Cowley, Oxford, OX4 2PG. The Customer shall ensure that these items reach Hyperoptic in good working order and shall use any packaging or labels which Hyperoptic provides for this purpose. If Hyperoptic either does not receive the items within 14 days after the Agreement ends or does receive them but they are damaged or faulty, Hyperoptic may charge the Customer the full replacement value .\n\n \n\n**5. Access To Premises and Permits**\n\n5.1. The Customer warrants that it is the current occupier of the Premises and either the freeholder of the Premises or a tenant under a lease with permission to install the Equipment at the Premises from the freeholder.\n\n5.2. The Customer hereby: (i) grants to Hyperoptic a licence to perform such works as may be required to install Apparatus at the Premises, to retain and use such Apparatus so-installed and to connect to, maintain, alter, replace and/or remove the same and (ii) agrees to grant access to the Premises for Hyperoptic, its employees, agents and/or contractors to inspect the Apparatus and perform the tasks set out in (i).\n\n5.3. In connection with installation works required to provide the Services, Hyperoptic shall cause as little disturbance at the Premises as reasonably practicable and shall repair, to the Customer’s reasonable satisfaction, any damage occasioned by it.\n\n5.4. The Customer shall follow any reasonable instructions given by Hyperoptic in relation to the Apparatus and shall ensure that a representative is present at the Premises whenever access is required.\n\n5.5. The Customer shall obtain any consent or permission that might be required from a third party to cross their land or install Equipment on their Premises, including procuring signature of a wayleave agreement in such form as Hyperoptic may reasonably require. Hyperoptic is not obliged to install or provide the Services unless all consents and permissions have been obtained. If the Customer fails to procure any necessary consent or permission, Hyperoptic may terminate the Agreement (with immediate effect, if Hyperoptic so wishes) and in such event the Customer shall only be charged for any costs incurred by Hyperoptic prior to the date of termination.\n\n \n\n**6. Installation and Connection**\n\n6.1. Connection to the Services takes place via either a Hyperoptic Fibre Connector or a Hyperoptic wireless access point. If no Fibre Connector is available at the Premises when the Customer places an Order (and one is required for provision of the Services) or if, under an Order, Hyperoptic agrees to move or re-wire a Fibre Connector already at the Premises or install an additional Fibre Connector at the Premises, such works shall be subject to payment of an Installation Fee.\n\n6.2. Upon activation of the Services, save in relation to the Installation-only Service, Hyperoptic shall assign to the Customer a single static IP address, except:\n\n(i) where the Customer has purchased a 100Mb (or slower than 100Mb) Business Broadband Service; or\n\n(ii) in relation to any Customer Free Service,\n\nwhen Hyperoptic shall assign to the Customer a dynamic IP address. Use of the aforementioned static and dynamic IP addresses shall be free of charge. Any IP address so provided, along with any further IP addresses which Hyperoptic may provide to the Customer for use, remain the property of Hyperoptic and are for use solely in connection with the Services. The Customer cannot sell them or agree to transfer them to anyone else and must not try to do so. They shall revert to and may be reassigned by Hyperoptic on disconnection of the Services or termination of the Agreement.\n\n6.3. The speed and performance of the Business Broadband Service will depend on a number of factors, some of which are outside Hyperoptic’s control. The Business Broadband Service will operate at its fastest where the Customer uses an Ethernet cable to connect directly to its Hyperhub (or, if applicable, the Hyperoptic wireless access point in its Premises), though there will be some loss of throughput speed. Any applicable Contract Information Document and/or Contract Summary Document which Hyperoptic sent to the Customer will set out speed-related information about the Customer’s Business Broadband Service. Hyperoptic does not warrant or represent that the connection will reach any given speeds or that maximum transmission speeds can be obtained at any given time, other than as set out in the Minimum Download Speed Guarantee. Hyperoptic shall use its reasonable endeavours to inform the Customer of any issues affecting the Services and shall attempt to resolve them as soon as reasonably practicable.\n\n6.4. The Customer may by written (email or letter) or telephone request to Hyperoptic (i) transfer its chosen Business Broadband Package to any other Business Broadband Package then available at the Premises; or (ii) add or remove any Additional Service, subject in each case to Hyperoptic’s agreement to the same. However no transfer from a Business Broadband Package with a Minimum Period to a Monthly Rolling Package will be permitted unless the Customer first terminates their existing Business Broadband Package and pays any applicable Service Termination Fee. If the Customer transfers to another Business Broadband Package during any Minimum Period applicable to their existing Business Broadband Package, the Minimum Period applicable to their new Business Broadband Package (which shall start from the date the Customer starts receiving its new Business Broadband Package) shall be whichever is longer – the remaining Minimum Period of the previous Business Broadband Package or the full Minimum Period that would otherwise apply to the new one. For the avoidance of doubt, where a Customer transfers from a Monthly Rolling Package to a Business Broadband Package with a Minimum Period, the full Minimum Period of the new Business Broadband Package shall apply. The addition or removal of any Additional Service shall not restart any Minimum Period applicable to the Customer’s Business Broadband Package.\n\n6.5. If Hyperoptic fails to connect the Services in an Order for more than 30 days following the date that Order is accepted in accordance with Clause 2.3, and such failure does not result from the act or omission of the Customer, the Customer may terminate the Agreement in respect of the relevant Service(s) by written notice, such notice to be served at any time prior to such Service(s) being activated. In such event, any Charges already paid by the Customer in respect of such Service(s) shall be refunded to it.\n\n6.6. The Customer agrees that any connection dates provided by Hyperoptic are estimates only. Hyperoptic shall not be liable to the Customer in contract, tort (including negligence or breach of statutory duty) or otherwise for any delay in installing or activating the Services or otherwise for any failure to achieve such dates.\n\n6.7. Hyperoptic’s sole obligation hereunder is to make the Services available to the Customer. The Customer shall be responsible for ensuring that it is able to access the Services, including (if this is required for such access) for ensuring that it uses a router or an Ethernet cable capable of connecting to the Services. Hyperoptic shall have no liability to the Customer in contract, tort (including negligence or breach of statutory duty) or otherwise under or in connection with this Agreement for the Customer’s failure to access the Services.\n\n6.8. The Customer may cancel this Agreement (along with the Services ordered/provided under it) at any time during the Satisfaction Period, by notifying its cancellation request to Hyperoptic either at [business.sales@hyperoptic.com](mailto:business.sales@hyperoptic.com) or on 020 3808 8634. Cancellation takes immediate effect on Hyperoptic receiving this notification. The Customer may only exercise this right in respect of the first Order for Services it makes under this Agreement which Order includes a Business Broadband Package. This right is not applicable to any further Services the Customer orders or to other changes the Customer requests that Hyperoptic makes to the Services. Where the Customer exercises this cancellation right, Hyperoptic can charge the Customer an Order Cancellation Fee, but no Service Termination Fee will be charged. On cancellation within the Satisfaction Period, the Customer must return to Hyperoptic any Equipment which Hyperoptic sent the Customer, in accordance with Clause 4.6.\n\n**7. Multi-Tenanted Buildings**\n\n7.1. This Clause 7 applies where a Landlord of multiple dwelling units within a Building has entered into a Landlord Agreement with Hyperoptic under which Hyperoptic agreed to provide Services to tenants of that Building, which the Customer can order under this Agreement (“Landlord Services”). Landlord Services include Services for which the Customer pays Hyperoptic directly (“Upgrade Services”), if any, and Services for which the Landlord pays Hyperoptic (“Standard Service”). Both the Upgrade Services and the Standard Service are Services which can be accessed in the Premises. By purchasing an Upgrade Service, the Customer may be able to choose a Business Broadband Package with a higher Business Broadband Service speed (or better Business Broadband Service coverage within the Premises) than with the Standard Service, and/or Additional Services. To receive any Landlord Services, the Customer must submit an Order to Hyperoptic in respect of the same. In addition, it may be the case that Hyperoptic is providing the Landlord with a Wi-Fi service in the common parts of the Building. The Landlord may permit the Customer to use this Wi-Fi service (but only if the Customer adheres to the AUP in respect of such use) – however, this Wi-Fi service shall not form part of the Landlord Services and the Customer shall not be Hyperoptic’s customer in respect of it.\n\n7.2. Hyperoptic shall only provide the Landlord Services to the Customer, as set out in their Order Confirmation Email:\n\n(i) under and in accordance with this Agreement; and\n\n(ii) if (and as long as) the Customer complies with the terms of this Agreement.\n\n7.3. Further, provision of the Landlord Services is subject to the terms of the applicable Landlord Agreement. Without limitation to the foregoing, the Customer accepts and agrees that Hyperoptic may suspend or terminate provision of the Landlord Services if:\n\n(i) this is permitted under the Landlord Agreement (including, without limitation, if the Landlord fails to pay amounts to Hyperoptic when due);\n\n(ii) the Landlord requests Hyperoptic to do so (as permitted under the Landlord Agreement); or\n\n(iii) the Landlord Agreement terminates,\n\nand Hyperoptic shall have no liability in relation to this. (In such circumstances, however, it may be possible for the Customer to order similar Services to the Landlord Services directly from Hyperoptic.)\n\n7.4. If the Customer fails to pay for any Upgrade Services that it ordered, Hyperoptic may suspend or terminate provision of the same (see Clause 11.6). In addition, Hyperoptic may (if and as agreed with the Landlord) suspend provision to the Customer of the underlying Standard Service and the Customer may be prevented from using any Wi-Fi service that Hyperoptic is providing to the Landlord in the common parts of the Building, until Hyperoptic receives full payment of the outstanding amount for the Upgrade Services including any applicable interest and VAT thereon.\n\n7.5. Hyperoptic and the Landlord shall between them deal with any problems relating to installation works in connection with the Services.\n\n7.6. The Customer can report faults with the Landlord Services to Hyperoptic directly. If Hyperoptic incurs additional costs in investigating and fixing these faults or conducting related works at the Customer’s direction, and if so directed to the Landlord, Hyperoptic may invoice these amounts to the Customer directly. In such case, the Customer agrees to pay such amounts in accordance with these Terms.\n\n7.7. If Hyperoptic provides the Customer with Landlord Services via one or more Hyperoptic wireless access points, Hyperoptic shall email the Customer with any details the Customer will require to access those Services. The Customer must use the same log-in details on each device the Customer wishes to connect to those Services.\n\n7.8. The Customer acknowledges that Hyperoptic can only provide Upgrade Services while it is also providing the Standard Service In the event that the Standard Service is suspended or terminated, including without limitation if the Landlord fails to pay amounts owed to Hyperoptic, the Upgrade Services will also cease to be available. Hyperoptic shall have no liability for any such non-availability of the Landlord Services  \n\n \n\n**8. Payment Terms and Charges**\n\n8.1. The Customer shall pay the Charges and any VAT that may apply in relation to them in accordance with this Clause 8. The Charges are as agreed in the terms of the relevant Order (and/or as set out in the Customer’s Order Confirmation Email). Any Charges not so agreed shall be as stated on the Website or in the [Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf), as amended or updated from time to time in accordance with Clause 20.\n\n8.2. All recurring Charges are payable from the relevant Services Start Date and shall be collected (along with any applicable VAT) in advance. Call Charges will be collected (along with any applicable VAT) in arrears. If possible, Call Charges will appear on the immediately subsequent invoice, but they may instead be included on a later invoice. One-off charges (along with any applicable VAT) are payable as incurred.\n\n8.3. Save in respect of the Installation-only Service, the Customer will receive their first invoice relating to the Services on the day after the Services Start Date for their first Order for Services under this Agreement. This invoice will include a Package Charge amount (and any applicable Charges in relation to Additional Services) for the first month of Services, as well as any applicable Activation Charge and/or Installation Fee and/or other Charge in connection with the Customer’s initial Order. The Customer will receive all subsequent monthly invoices (for the next month's Package Charge and (if applicable) Additional Services, along with any unpaid Call Charges or other Charges incurred prior to that invoice) on the same date in the month as the Services Start Date (or, for any month where that date does not exist, on the last day of that month). The amount set out in an invoice, plus any applicable VAT thereon, will be debited from the Customer’s bank account, as agreed when the Order was placed, 14 calendar days after the invoice date. If this direct debit fails, Hyperoptic may attempt to take the invoiced amount by direct debit again, 5 Business Days later.\n\n8.4.  All invoices will be issued via email 14 calendar days prior to the due payment date.\n\n8.5. Unless agreed otherwise with Hyperoptic, when the Customer places an Order, it must provide its bank account details and agree to pay invoices in respect of its Services by direct debit. The Customer shall pay all Charges by direct debit only save that the Customer may use a Hyperoptic-approved debit or credit card to pay for an Installation-only Service or (at Hyperoptic’s request) to make an interim payment relating to Call Charges incurred. The Customer shall notify Hyperoptic immediately of any change in the bank details it previously notified to Hyperoptic in connection with its Services. Hyperoptic may charge a £10 “Direct Debit Return Fee” by way of compensation for any direct debit payments which are not honoured for any reason. Further, Hyperoptic may charge the Customer a Re-activation Fee (as set out in the Guide to Charges and Fees for Business Customers) where it re-activates the Customer’s Services, after those Services have been suspended or disconnected for any reason. Where the Customer orders any Battery Back-Up Unit(s), Hyperoptic shall charge the Customer a Battery Back-Up Unit Fee in respect of the same (as set out in the Guide to Charges and Fees for Business Customers and/or the Customer’s Order or Order Confirmation Email).\n\n8.6. The Customer shall pay all sums due in full on or prior to the due date, as provided in Clause 8.3. No deductions or withholdings are permitted except as required by law.\n\n8.7. Hyperoptic may charge interest on overdue amounts from the due date until payment in full (whether before or after judgment) at the annual rate of 4% per annum above the base rate of Barclays Bank plc from time to time.\n\n8.8. Hyperoptic may from time to time in its sole discretion restrict the Services on the basis of the Call Charges incurred by the Customer each month. Hyperoptic shall notify the Customer if it is likely to exceed any cap set by Hyperoptic in relation to Call Charges (and previously notified to the Customer by Hyperoptic) in any month and the Customer shall then have the option of paying a portion of the Call Charges incurred that month by credit card to avoid suspension of the Telephone Service.\n\n8.9. Calls to Business Support will be charged at local call rates which will be free of charge at evenings and weekends using the Telephone Service and free always using the “free anytime” Additional Telephone Plan. Charges from other networks may vary.\n\n8.10. If the Customer disputes the amount of any invoice, it shall notify Hyperoptic forthwith and shall pay any amounts not disputed. Hyperoptic will not suspend or end the Services while it investigates any dispute notified to it as provided in this Clause 8.10.\n\n8.11. All prices shown on the Order, on the Website at [www.hyperoptic.com/business](https://www.hyperoptic.com/broadband/business/) and in the [Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf) are exclusive of VAT, which may be charged as applicable and shall be payable as provided in this Clause 8.\n\n8.11. If Hyperoptic owes the Customer a refund, this will be included as a credit in the Customer’s next monthly invoice. If, at the time of the refund, the Agreement has terminated and/or no further amounts shall be invoiced to the Customer under the Agreement, Hyperoptic shall credit the amount back to the bank account from which the relevant payment for the Services was made.\n\n**9. Service Interruptions**\n\n9.1. Hyperoptic may from time to time (i) alter, interrupt, suspend or make changes to the Services for operational or technical reasons; (ii) make changes to area codes, phone or access numbers; and/or (iii) make changes to technical specifications, including limits for transferring information which are associated with the Services.\n\n9.2. Hyperoptic shall take all reasonable steps to minimise the effect of any interruptions or disruptions and try to restore the Services as soon as reasonably possible but the Customer acknowledges and agrees that: (i) it is technically impossible for Hyperoptic to provide an uninterrupted or fault-free Service; (ii) no warranty or representation is made in respect of the same; and (iii) all implied terms and conditions to such effect are excluded.  If Hyperoptic makes any of the changes mentioned in Clause 9.1 or will need to suspend its Services for any of the reasons mention in Clause 9.1, Hyperoptic will try to notify the Customer of this, where the Services will be significantly affected.\n\n9.3. Hyperoptic commits to remedy all Faults as follows:\n\n(i) for Business Broadband Packages ordered before 27 July 2020, within 24 hours of the Customer reporting the same;  \n  \n(ii) for Business Broadband Packages ordered on or after 27 July 2020,  \n  \n(a) where the affected Service is Hyperoptic’s 50 Mb or 100Mb Business Broadband Service, by 23:59 on the second Business Day from and after the day on which the Customer reports the same (and for these purposes, if the Customer reports a Fault after 5.30pm on a Business Day, or at any time on a day which is not a Business Day, they are deemed to have reported it on the next following Business Day);  \n  \n(b) where the affected Service is Hyperoptic’s 150Mb (or a faster than 150Mb) Business Broadband Servic e, by 23:59 on the Business Day from and after the day on which the Customer reports the same (and for these purposes, if the Customer reports a Fault after 5.30pm on a Business Day, or at any time on a day which is not a Business Day, they are deemed to have reported it on the next following Business Day); or  \n  \n(iii) if applicable, within such other time period, as set out in the Customer’s Order Confirmation Email and/or Hyperoptic Business Order Form, of the Customer reporting the same.  \nThe Customer shall report all Faults by telephoning or emailing Business Support, and giving details of the Fault, with sufficient information for Hyperoptic to identify the Customer and Services affected. The remedy time is calculated from and after the time at which a Fault is reported (or is deemed to have been reported) in accordance with this Clause 9.3 and ends when Hyperoptic closes its maintenance log concerning such Fault.\n\n9.4. Subject to Clauses 9.5 and 9.6, in the event that Hyperoptic fails to remedy any correctly reported Fault within the applicable SLA period stated in Clause 9.3 (the “SLA Period”), it shall grant the Customer a single credit for that reported Fault as follows:  \n  \n(i) if the affected Service was provided with a Business Broadband Package ordered before 27 July 2020:  \n  \n(a) £25 for its 50Mb and 100Mb Business Broadband Service; and  \n  \n(b) £50 for its 150Mb, 500Mb and 1Gb Business Broadband Service  \n(unless the parties agree otherwise in writing), such credit to be applied by Hyperoptic against the Package Charges; or  \n  \n(ii) if the affected Service was provided with a Business Broadband Package ordered on or after 27 July 2020, in respect of each consecutive calendar day that the Fault remains unremedied following expiry of the applicable SLA Period (an “SLA Day”):  \n  \n(a) for Hyperoptic’s 50Mb or 100Mb Business Broadband Service, an amount equivalent to either 50% of the Per Day Package Charge Amount if the fault is fixed by 1.00pm on an SLA Day or 100% of the Per Day Package Charge Amount if it is not fixed by 1.00pm on that SLA Day. The “Per Day Package Charge Amount” is the amount that Hyperoptic charges the Customer for 1 day of that Service during the period that the Fault is in effect. The total credit amount payable in relation to the Fault shall be capped at 10 times the Per Day Package Charge Amount; or  \n  \n(b) for Hyperoptic’s 150Mb (or a faster than 150Mb) Business Broadband Service, an amount equivalent to either 50% of the Per Week Package Charge Amount if the fault is fixed by 1.00pm on an SLA Day or 100% of the per Week Package Charge Amount if it is not fixed by 1.00pm on that SLA Day. The “Per Week Package Charge Amount” is the amount that Hyperoptic charges the Customer for 1 week of that Service during the period that the Fault is in effect. The total credit amount payable in relation to the Fault shall be capped at 10 times the Per Week Package Charge Amount.  \n  \nThe Customer agrees that such payment represents the Customer’s sole remedy and Hyperoptic’s sole liability in contract, tort (including negligence) or otherwise for any beach of Clause 9.3, for Faults and for any other failures in the Services.\n\n9.5. The SLA set out in Clauses 9.3 and 9.4 shall not apply: (i) to a Fault caused by (or as a result of) Force Majeure or by anyone other than Hyperoptic (including without limitation Faults caused by the action or inaction of the Customer or of a third party supplier) or to a failure within equipment provided by the Customer or otherwise outside the Network; (ii) if, following reporting of the Fault, Hyperoptic is unable to contact the Customer or the Customer does not provide access to the Premises when reasonably required or is unavailable to take delivery of a replacement router or fails to provide such other assistance as Hyperoptic may reasonably require; (iii) to the extent that Hyperoptic is prevented, delayed or hindered in or from remedying a Fault within the agreed remedy period as a result of Force Majeure; or (iv) if Hyperoptic is unable to find a Fault or the Customer cancels the Fault report prior to the Fault being remedied.\n\n9.6. To be eligible for a credit (as detailed in Clause 9.4), the Customer must notify Hyperoptic by telephoning or emailing Business Support , or by such other method as Hyperoptic may from time to time permit or require as stated on the Website within 30 days from the date the reported Fault is remedied, giving details of that Fault. The Customer may only claim 1 credit per reported Fault or series of connected reported Faults.\n\n \n\n**10. Moving Premises**\n\n10.1. The Customer shall notify Business Support if it is planning to move to new premises.  Hyperoptic can only provide its Services at such new premises if these are already set up to be connected to Hyperoptic’s Network at the time of the move. If Hyperoptic does provide its Services to the Customer at the new premises, Hyperoptic will be entitled to treat the Customer as a new Customer. This means that the Customer will have to go through the ordering process again and may be liable to pay an Activation Charge and Installation Fee in relation to Hyperoptic’s provision of Services at such new premises. The Customer may, however, be able to use the Equipment previously provided by Hyperoptic. The Customer should note that it may not be able to retain its existing telephone number at the new premises. Where the Customer requests (and Hyperoptic is able to provide) Services at the new premises, Hyperoptic will provide further information regarding the applicable Charges during the relevant ordering process.\n\n10.2. If Hyperoptic cannot provide its Services at the new premises, the Customer may terminate the Agreement in accordance with Clause 11.4.2 (or, if applicable Clause 11.4.1) below and the provisions of that Clause shall apply to such termination.\n\n \n\n**11. Term of Agreement, Suspension, Restriction and Termination**\n\n11.1. As provided in Clause 2, the Customer offers to subscribe for the Services on these Terms when it submits an Order and the Agreement between the parties starts on the date Hyperoptic accepts the Order. \n\n11.2. The Services shall be provided with effect from the relevant Services Start Date. Hyperoptic may terminate the Agreement with immediate effect in relation to any Services without liability, at any time prior to the Services Start Date: (i) if the Customer fails a credit check; (ii) if the bank, debit or credit card details provided are not valid or incorrect; (iii) if the Customer fails to pay any Charges when due; (iv) if the Customer has previously misused services provided by Hyperoptic; (v) if Hyperoptic is unable to provide the Services to the Premises for any reason; or (vi) for any other (or no) reason at its sole discretion. If Hyperoptic terminates the Agreement as provided in this Clause 11.2 other than as a result of the Customer’s act or omission including for the reasons set out in (i) to (iv) in the preceding sentence, any Charges paid by the Customer in respect of the relevant Services shall be refunded.\n\n11.3. The Customer may cancel the Services at any time during the Satisfaction Period, in accordance with Clause 6.8.\n\n11.4.1. If, in relation to the Premises, the Customer decides to switch, from the Services, to another provider’s broadband and/or fixed line telephone services, under an Ofcom-prescribed switching process carried out by that other provider, that other provider may contact Hyperoptic directly (with the Customer’s permission) to arrange for the Services to terminate upon completion of the switch ([Hyperoptic’s Business Customer Switching Guide](https://www.hyperoptic.com/legal/post/business-customer-switching-guide/) sets out how this should happen). In such a case, Hyperoptic shall terminate the Services as soon as technically possible after receiving notification from the other provider that the other provider has activated the Customer’s new (switched) services. Note that Hyperoptic shall treat any switch request received from that other provider as notice to terminate the Customer’s Services per that request. If the switch completes within 30 days from the date of that request, Hyperoptic shall nevertheless be entitled to charge the Customer as if the Customer had received the Services for 30 days following that request. Any switch that completes during a Minimum Period relating to the relevant terminated Services shall be subject to payment of the applicable Service Termination Fee, as detailed in the [Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf).\n\n11.4.2. The Customer may terminate the Agreement or any Service (in circumstances other than those set out in Clause 11.4.1) by giving Hyperoptic at least 30 (but no more than 180) days’ written (by email or letter) notice, and in order for a notice period longer than 30 days to be applied to such termination, this longer notice period must be specified as an exact number of days (or using an exact termination date) and be requested by the Customer in such written notice. This 30 (or, if and as specifically requested by the Customer, up to 180) day notice period shall run from receipt by Hyperoptic of the Customer's written notice to terminate, provided that termination of a Business Broadband Package during any Minimum Period applicable to it shall be subject to payment of the applicable Service Termination Fee, as detailed in the [Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf).\n\n11.5. The Customer understands that if it changes to a different Business Broadband Package, then the Charges for the Services in the new Business Broadband Package might increase. For the avoidance of doubt, the Telephone Service and any Additional Services can only be made available to the Customer if and for as long as the Customer subscribes for the Business Broadband Service. Termination of a Business Broadband Package shall automatically effect a termination of any Additional Services provided in conjunction with it.\n\n11.6. Hyperoptic may terminate the Agreement and any other agreement between the parties in respect of some or all Services or, at its option, restrict or suspend some or all of the Services\n\n11.6.1 immediately without notice if:\n\n(i) the Customer fails to pay, by the due date, any money owed (although Hyperoptic will provide notification to the Customer’s current registered email address prior to taking this action) or cancels the direct debit for the Services without agreeing another form of payment;\n\n(ii) the Customer misuses any of the Services in contravention of the AUP (viewable at https://www.hyperoptic.com/legal/post/acceptable-usage-policy/);\n\n(iii) in relation to the Telephone Service, the Customer exceeds any account cap (set by Hyperoptic and already notified to the Customer), in which case the Telephone Service may be suspended or restricted;\n\n(iv) Hyperoptic reasonably believes that the Customer has provided false, inaccurate or misleading information in connection with the Agreement;\n\n(v) Hyperoptic reasonably believes that the Customer or any user of the Services has committed, or may be committing, a fraud by using the Services or the Equipment (or both);\n\n(vi) a Customer representative acts towards Hyperoptic’s staff or agents in a manner that Hyperoptic considers inappropriate;\n\n(vii) any permission or authorisation under which Hyperoptic is entitled to connect, maintain, modify or replace the Equipment or provide the Services is suspended or ends for any reason;\n\n(viii). in Hyperoptic’s reasonable opinion, it is necessary to do so for Hyperoptic to comply with an order, instruction or request of Government, an emergency services organisation or other competent administration or regulatory authority;\n\n(ix)  in Hyperoptic’s reasonable opinion, it is necessary to do so for security, technical or operational reasons; or\n\n(x)  if Hyperoptic is entitled to do so under Clause 7; or\n\n11.6.2.  on 30 days’ written notice, for any other reason (or no reason) without cause.\n\n11.7. Hyperoptic may suspend the Services if there is an increase in the number of calls or Call Charges which is inconsistent with previous usage. Hyperoptic will endeavour to contact the Customer prior to suspending the Services but will not be liable in contract, tort (including negligence or breach of statutory duty) for any loss arising from such suspension. Hyperoptic will reinstate the Services once it is satisfied that the Customer is aware of and will pay the Charges for the increased usage. Hyperoptic may also: (i) require payment of a deposit as security for the Charges or (ii) prevent the Customer from making international calls and/or premium rated calls if in Hyperoptic’s reasonable opinion they form a significant proportion of the Charges.\n\n11.8. Either party may terminate the Agreement on 30 days' written notice to the other if:\n\n11.8.1. there has been a material breach of the Agreement by the other party which is not remedied within 30 days of a written notice requiring such remedy; \n\n11.8.2. an event, outside Hyperoptic’s reasonable control, prevents continued provision of the Services for a single period of more than 30 days; or\n\n11.8.3. the other party is unable to pay its debts (within the meaning of section 123 of the Insolvency Act 1986); becomes insolvent or bankrupt; is subject to an order or a resolution for its liquidation, administration, winding-up or dissolution (otherwise than for the purposes of a solvent amalgamation or reconstruction); makes an application to a court of competent jurisdiction for protection from its creditors generally; has an administrative or other receiver, manager, trustee, liquidator, administrator or similar officer appointed over all or any substantial part of its assets; enters into or proposes any composition or arrangement with its creditors generally; or if any legal action is taken or threatened against the other’s property or either party is subject to any analogous event or proceeding in any applicable jurisdiction.\n\n11.9. The restriction or suspension of Services under this Agreement shall not relieve the Customer of its obligation to pay the Charges. If Hyperoptic terminates the Agreement in accordance with this Clause 11 or otherwise in accordance with the Agreement (other than without cause) it may invoice the Customer for and the Customer shall pay (i) either the Service Termination Fee if the Customer is within any Minimum Period with respect to its Business Broadband Package or if the Customer is not within such Minimum Period, an amount equal to what the Customer would have to pay for that Business Broadband Package if it were still receiving them for a further 30 days after the date they were terminated; and (ii) Charges for any Additional Services, as if the Customer still had them for another 30 days after their termination.\n\n11.10.  Termination of the Agreement shall not affect: (i) any obligations or rights of the parties which arose or accrued prior to, or which expressly survive, termination of this Agreement or (ii) the continuation in force of Clauses 4.2, 4.3, 4.4, 4.6, 5, 7.3, 8, 9.2, this Clause 11.10, 12.3, 14, 15, 16.4-16.7 and 19.\n\n11.11. Unless Hyperoptic provides written consent to the contrary, the Customer acknowledges and agrees that: (i) the Service is provided for use at and within the Premises only; (ii) the Customer shall not resell the Service to other persons whether for profit or otherwise and shall not charge other persons for use of the Service; and (iii) the Customer shall not use the Service to operate as an Internet service provider or to operate any server services to other persons (this includes without limitation HTTP/web, SMTP/mail and FTP/file transfer services).\n\n \n\n**12. Use of the Services**\n\n12.1. The Customer shall ensure that all use of the Services is at all times compliant with the AUP. The Customer hereby indemnifies Hyperoptic in respect of (i) all third party claims, actions or proceedings brought or threatened against Hyperoptic arising in connection with the use or misuse of the Services or any breach or contravention of these Terms or the Agreement (“Claims”) and (ii) all costs (including legal costs), losses and damages arising in connection with such Claims.\n\n12.2. In relation to the Telephone Service the Customer agrees that: (i) it shall not advertise its phone number in or on a public phone box or use the Telephone Service to make nuisance or hoax calls; (ii) it does not own the phone number and that it will not transfer it to anyone else or try to do so; (iii) Hyperoptic may give the Customer’s contact details to the emergency services (and to any other relevant public authorities (as specified by Ofcom) in the event of disaster) and (unless the Customer notifies Hyperoptic otherwise) to other authorised providers of public communications services and regulated providers of directory services (in order that the Customer’s details may be included in telephone directories and be found using publicly available directory enquiry services). The Customer agrees that Hyperoptic cannot accept liability for any failure by an authorised provider of public communications services and/or regulated directory services, to whom it provides the Customer’s details (as described above).\n\n12.3. The Customer shall keep all security information safe and promptly inform Hyperoptic of any improper disclosure of such security information or unauthorised use of the Services.  Hyperoptic shall have no liability to the Customer in contract, tort (including negligence or breach of statutory duty) or otherwise for any costs, losses or damages caused by a third party gaining access to the Services, the Equipment or any equipment, software or data provided by the Customer.\n\n12.4. The Customer shall ensure that any equipment and software used by it in connection with the Services and/or connected to the Network complies with all Applicable Laws and bears either the European Consumer Equipment Standards 'CE' mark or the UK’s Consumer Equipment Standards ‘UKCA’ mark, is compatible with the Equipment and that the Customer has all necessary licenses required in connection with such use and connection.\n\n12.5. The Customer shall not use a Battery Back-Up Unit to provide their Hyperhub, or any Hyperoptic optical network terminal (ONT) or fibre/media converter, with back-up power without fully understanding, accepting and following the provisions of the [Battery Back-Up Unit Guide](https://www.hyperoptic.com/wp-content/uploads/documents/email-templates/Hyperoptic_user_guide_BBU.pdf).\n\n \n\n**13. Special Provisions Relating to the Telephone Service**\n\n13.1. In relation to the Telephone Service, the Customer understands and agrees that the Telephone Service is dependent on the Customer’s connection to the Network and on the provision of power to the Equipment. The Customer shall use all reasonable endeavours to maintain a mains (240 volt AC) power supply to the Equipment. If either the power supply fails or there is a failure of the Network, the Telephone Service will not function. Further details can be found on the Website at [www.hyperoptic.com/help/phone-service/](https://www.hyperoptic.com/help/phone-service/).\n\n13.2. The Telephone Service allows calls to the emergency services numbers 999 and 112 but calls to these services will fail if there is a power cut or if the Business Broadband Service connection fails. The Customer understands and agrees to explain this to anyone who may use the Telephone Service. The Customer further understands and agrees that it will always have another way to call 999/112 emergency services from the Premises (whether by using the existing copper wire telephone line to the Premises or another suitable alternative method).\n\n13.3. Hyperoptic will register the Customer’s location to allow the emergency services to locate the Customer on receiving a 999/112 call.\n\n13.4. If the Customer has an active fixed line telephone service with another provider and wishes to port the telephone number for that telephone service to their Telephone Service, Hyperoptic shall take all reasonable steps to assist the Customer with this, subject to (i) receiving the Customer’s request in this regard, (ii) the Customer promptly, fully and accurately providing Hyperoptic with all details Hyperoptic requests in connection with the porting, and (iii) the Customer making this request no later than 1 month after its telephone service with that other provider (which used the number the Customer wishes to port to Hyperoptic) has terminated. Hyperoptic shall also assist the Customer, on its request, in porting to another provider’s fixed line telephone service the telephone number allocated by Hyperoptic to the Customer’s Telephone Service; such request must be made no later than 1 month after the Customer’s Telephone Service (which used the relevant telephone number) has terminated. The Customer shall be liable for any third-party charges incurred by Hyperoptic in connection with this transfer, which shall be notified to the Customer in advance and Hyperoptic shall only commence the number porting process once the Customer confirms that it accepts such third-party charges. On occasion, porting of a telephone number may not be possible and the Customer agrees that it understands this.\n\n13.5. If the Customer ports its telephone number from the Network to another provider's network, the Telephone Service will no longer function once that porting has completed and Hyperoptic shall be under no obligation to provide the Customer with a temporary telephone number to use on the Network after (and in connection with) such porting. The Customer nevertheless remains liable to pay Package Charge for the Telephone Service until such Telephone Service terminates in accordance with Clause 11.\n\n13.6. Once a Customer makes a number porting request, the new and old network providers work together to prepare the new network for the telephone number being ported and will take the necessary steps (the “Activation Steps”) to achieve this. The date that the old and new network providers agree that the Activation Steps have been carried out, is the “Porting Date”. Where the Customer is moving its telephone number to the Network, Hyperoptic will notify this Porting Date to the Customer by email (at the address the Customer provides on its Order). Hyperoptic shall aim to port the Customer’s number and have it working within 1 Business Day of the Porting Date.\n\n13.7. If the Customer wishes to use the Telephone Service before its telephone number has been ported to the Network, Hyperoptic may provide the Customer with a temporary telephone number. The Customer may use this temporary telephone number with the Telephone Service until the porting of the Customer’s old telephone number has occurred.\n\n13.8. If, after notifying the Customer of the Porting Date, Hyperoptic finds out that the Activation Steps have not in fact been completed, Hyperoptic shall agree a new Porting Date with the Customer’s old network provider, which shall similarly be notified to the Customer by email and shall replace the previous Porting Date. Where the Porting Date is changed in this way, the Customer may not treat this as a delay or abuse of number porting and Hyperoptic shall not be required offer the Customer the compensation detailed in Clause 13.8, in respect of the Porting Date change.\n\n13.9. In the event that Hyperoptic (i) delays the porting of a Customer’s telephone number for more than 1 Business Day after the Porting Date (which shall mean the last Porting Date emailed to the Customer, where the Customer’s telephone number is being ported to the Network) or (ii) otherwise commits an abuse of porting, upon receipt of a valid and genuine claim from the Customer, Hyperoptic shall provide reasonable compensation in accordance with its “Number Porting Compensation Scheme”. Under this Scheme, compensation will be payable from the 2nd Business Day after the Porting Date, until the date the number porting is complete. Hyperoptic shall calculate the amount of compensation due by dividing the Customer’s applicable monthly Package Charge (including any discount being applied) by the number of days in the month the porting delay occurred and then multiplying this by the number of days’ delay for which the Customer can claim this compensation. Any such compensation validly claimed shall be added to the Customer’s next monthly invoice, as a credit. The minimum credit amount shall be £3.00. (Similar information on the Number Porting Compensation Scheme is also set out in the [Complaints Code of Practice](https://www.hyperoptic.com/legal/post/code-of-practice/). Any compensation awarded pursuant to the Number Porting Compensation Scheme is in full and final settlement of any claim the Customer may have against Hyperoptic (now or in the future) in respect of the delay and/or abuse in porting.\n\n13.10. All calls made using the Telephone Service are subject to the AUP. Hyperoptic reserves the right to impose limits on calls, apply additional charges or suspend or terminate access to the Services if it reasonably believes the Customer is in breach of the AUP. It may also record calls to ensure the Service is used in accordance with the AUP.\n\n13.11. The Telephone Service comes with “CLI” (calling line identification) as a standard facility. This allows the Customer to view on their telephone device screen (if it has one), the telephone number of a caller or, if the caller requested that their number be kept private (or the caller’s network does not permit the caller’s number to be appear to the call recipient), the Customer’s telephone device screen will indicate that the call is from a “withheld” or “unavailable” number. The CLI facility also allows the Customer’s number, when the Customer makes telephone call, to be displayed to the call recipient. The Customer may notify Hyperoptic should it wish Hyperoptic to put in place any of the following Telephone Service options:\n\n(i) to keep the Customer’s telephone number private when the Customer makes telephone calls;\n\n(ii) to keep the Customer’s telephone number private when the Customer forwards calls from another telephone number to the Customer’s telephone number under the Telephone Service;\n\n(iii) to keep private the telephone numbers of those making calls to the Customer’s telephone number under the Telephone Service; or\n\n(iv) to block incoming calls where the caller or network has kept the caller’s number private.  \nThe Customer should note that if it selects any of options (i) to (iii), Hyperoptic may override that choice if required under applicable legal or regulatory obligations.\n\n \n\n**14. Liability**\n\n14.1. Hyperoptic’s duty in performing its obligations hereunder is to exercise the reasonable care and skill of a competent service provider only. Hyperoptic gives no warranty that (i) the Services will be free of Faults or uninterrupted or (ii) the Equipment will never be faulty.\n\n14.2. Subject to Clause 14.5, neither Hyperoptic nor any other company in Hyperoptic’s group (nor any person connected with Hyperoptic or such other company) shall be liable in contract, tort (including negligence and breach of statutory duty) or otherwise under or in connection with this Agreement for any indirect or consequential loss or damage or for any of the following whether direct or indirect and whether or not reasonably foreseeable: (i) loss of income or revenue; (ii) loss of business or opportunity; (iii) loss of profits or contracts; (iv) loss of anticipated savings; (v) loss, corruption or the release of data (including personal data), information or software; (vi) loss of goodwill; (vii) the cost of procuring substitute goods or services; (viii) wasted management or office time; (ix) losses from the Customer breaching the Agreement or using the Services in a manner that breaches the Agreement; (x) loss or damage caused by malware or the unauthorised use of the Services on any of the Customer’s devices (or those of any other user of the Services); (xi) losses from the failure of safety, security or other alarm system due to their incompatibility with the Services or for any other reason for which Hyperoptic is not at fault; (xii) loss or damage from the Customer using any equipment not supplied by Hyperoptic; (xiii) claims against Hyperoptic arising from the breach of any implied term, condition or warranty, to the extent these can be excluded by law.\n\n14.3. Subject to Clause 14.5, Hyperoptic shall not be liable in contract, tort (including negligence and breach of statutory duty) or otherwise under or in connection with the Agreement for any loss or damage incurred by the Customer or any user of the Services or the Website in connection with the use, inability to use, or results of the use of the Services, the Equipment or additional equipment or Website, any websites linked to it or accessed through the Network and any materials posted on the Website or any such other websites, including losses from delays or interruptions to the Services, irrespective of whether any such loss or damage was foreseeable save that this Clause 14.3 shall not preclude claims for loss of or damage to tangible property arising from Hyperoptic’s negligence.\n\n14.4. Subject to Clause 14.5 and save as expressly set out in these Terms, Hyperoptic’s aggregate liability to the Customer in contract, tort (including negligence and breach of statutory duty) or otherwise under or in connection with the Agreement for any claims arising in any calendar year shall not exceed 125% of the Charges due in that calendar year.\n\n14.5. Nothing in the Agreement shall limit or exclude Hyperoptic’s liability for (i) death or personal injury arising from its (or its employees’, contractors’ or agents’) negligence; (ii) fraudulent misrepresentation or misrepresentation as to a fundamental matter; or (iii) any other liability which cannot be excluded or limited under Applicable Law.\n\n14.6. Except as set out in Clauses 14.1 to 14.5, Hyperoptic accepts no liability for loss or damage caused by a person other than the Customer accessing the Customer’s connection to the Services, any computer or device of the Customer, the Equipment or any related equipment (including additional equipment) or accessing, destroying or distorting any data or information held by Hyperoptic.\n\n14.7. Hyperoptic is not liable for goods or services supplied to the Customer (or to any other person using the Services) under a separate agreement with another supplier (including, but not limited to, any app the Customer or such person uses in connection with a Total Wi-Fi Package), even if they were acquired through the Network.\n\n14.8. The Customer shall at all times be under a duty to mitigate any losses suffered by it.\n\n \n\n**15. Force Majeure**\n\nHyperoptic shall not be liable in contract, tort (including negligence and breach of statutory duty) or otherwise if it is prevented, hindered or delayed in or from performing its obligations under the Agreement, to the extent that this is attributable to Force Majeure.\n\n \n\n**16. Other General Provisions**\n\n16.1. Failure by either party to exercise or enforce any right conferred by the Agreement or at law or in equity shall not be deemed to be a waiver of any such right nor operate so as to bar the exercise or enforcement thereof or of any other right or remedy on any later occasion.  Except as expressly provided, remedies shall be deemed cumulative and not exclusive.\n\n16.2. The Customer shall not assign or delegate all or any of its rights and obligations under the Agreement without Hyperoptic’s prior written consent.\n\n16.3. The Customer acknowledges and agrees that Hyperoptic may make enquiries about the Customer for credit reference purposes, including searching records held by Experian, Equifax and/or any other credit reference agency or fraud protection scheme.  Hyperoptic shall hold any data relating to the Customer it obtains from such enquiries in accordance with the Privacy Policy.\n\n16.4. The Customer shall keep confidential all non-public information disclosed to it concerning Hyperoptic and its business. Hyperoptic shall use and retain information provided by the Customer in accordance with the Privacy Policy.\n\n16.5. Each term of the Agreement shall be treated as a separate provision. If a court, arbitrator or any government agency stipulates that any part of the Agreement is unenforceable, unreasonable or invalid, the remaining provisions of the Agreement will still be valid and enforceable.\n\n16.6. No third party is entitled to enforce any term under the Agreement under the Contracts (Rights of Third Parties) Act 1999.\n\n16.7. The Agreement sets out the entire agreement between the parties relating to the provision of the Services and supersedes any and all previous agreements and understandings with respect to such provision. The Customer acknowledges that it does not enter into the Agreement in reliance on any representation not contained in this Agreement and in the event of actionable misrepresentation (other than fraudulent misrepresentation) the only remedy available shall be a claim for breach of contract. All conditions, warranties and other terms which might otherwise be implied by law or equity are hereby excluded.\n\n \n\n**17. Notices**\n\n17.1. The Customer may contact Hyperoptic in any of the following ways:\n\n(i) by emailing Business Support at [business.support@hyperoptic.com](mailto:business.support@hyperoptic.com); or  \n(ii) by telephoning Business Support on [0333 332 1123](tel:+443333321123); or  \n(iii) where the Agreement specifies that the Customer should contact Hyperoptic by letter, the Customer should write to Hyperoptic at: “Hyperoptic Business Support, Kings House, 174 Hammersmith Road, London, W6 7JP”.\n\n17.2. Hyperoptic may contact and serve notices on the Customer by email at the email address provided by the Customer during the Order process, as updated from time to time through “My Account”. Hyperoptic may also use the Customer’s postal address, mobile or fixed phone number, as it deems appropriate.\n\n \n\n**18. Complaints**\n\n18.1. Hyperoptic has a procedure for handling complaints relating to breaches of the Agreement. Complaints should be made by email to business.support@hyperoptic.com but can also be made by contacting Business Support on 0333 332 1123. However, a Customer should note that where it has made a complaint by telephone, it must also confirm all relevant information in writing (by email or letter), in order for Hyperoptic to investigate the complaint properly.\n\n18.2. Hyperoptic has a specific procedure for handling complaints from its residential customers, its “small business customers” and its “small not-for-profit customers”, details of which are set out in the [Complaints Code of Practice](https://www.hyperoptic.com/legal/post/code-of-practice/). For this purpose:\n\n(i) “small business customer” means any of Hyperoptic’s business customers with 10 or fewer individual workers (including volunteers); and\n\n(ii) “small not-for-profit customer” means a business customer of Hyperoptic, for which 10 or fewer individuals work (excluding volunteers) and which, under its own constitution or by law, is (a) required (after paying its expenses/outgoings) to use all its income, and any capital it spends, for charitable or public purposes and (b) prohibited from (directly or indirectly) distributing any of its assets to its members, except for charitable or public purposes).\n\nIf Hyperoptic is unable to resolve any complaint or dispute that a Customer, which is such a small business customer or small not-for-profit customer, may have in relation to Hyperoptic and/or its Services, that Customer may refer the matter to Communications Ombudsman, an independent dispute resolution service, which will be free for such Customer to use. Any such Customer should note that Communications Ombudsman will only deal with their complaint or dispute after that Customer has already followed Hyperoptic’s internal complaints procedure in full. Further details relating to Communications Ombudsman are set out in the [Complaints Code of Practice](https://www.hyperoptic.com/legal/post/code-of-practice/).\n\n18.3. To report any illegal or unacceptable use of the Services, the Customer should email [business.support@hyperoptic.com](mailto:business.support@hyperoptic.com), providing full contact details and as much evidence as possible to assist Hyperoptic in investigating the matter (such as a copy of the message and/or headers, the full URLs or log files showing any unauthorised account access).\n\n \n\n**19. Jurisdiction and Applicable Law**\n\nThe Agreement and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of England and Wales. Subject to Clause 18.2 above, the English courts shall have exclusive jurisdiction over any claim arising from, or related to, the Agreement although Hyperoptic may initiate proceedings for breach of the Agreement in any other relevant country.\n\n \n\n**20. Changes to the Charges, These Terms and/or the Services**\n\n20.1. Hyperoptic may at any time and from time to time amend the Agreement (including without limitation varying the Charges and making changes to the Services) by publishing such changes on the Website, except that where the Customer orders a Business Broadband Package on or after 5 December 2023, Hyperoptic shall not change the Package Charge for that Business Broadband Package during its Minimum Period, unless the change is directly imposed by law (e.g. a change in the rate of VAT). Subject to Clause 20.2, any changes introduced by Hyperoptic under this Clause 20.1 shall become binding on both parties upon such publication.\n\n20.2. If Hyperoptic makes any change to the Agreement or the Services then unless that change is exclusively for the Customer’s benefit, or is purely administrative with no negative effect on the Customer, or is directly imposed by law:\n\n(i) Hyperoptic shall give the Customer not less than 30 days’ written notice via email of that change; and\n\n(ii) depending on the notified change, the Customer may be able to terminate the Agreement or the Service(s) affected by the change (Hyperoptic’s email notice will set out the options available to the Customer), without incurring any Charges for so terminating, as long as the Customer gives Hyperoptic written notice (by email or letter) of its wish to terminate (in accordance with Hyperoptic’s email notice), within 30 days of the Customer receiving that notice.\n\n20.3. Hyperoptic shall notify the Customer of any other changes to the Agreement by posting the updated Terms on its website, and may also do so via email.",{"_uid":37,"title":402,"plugin":39,"og_image":18,"og_title":18,"description":403,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"Business Customer Terms of Service | Hyperoptic","Legal section | Business Customer Terms of Service | Hyperoptic","business-customer-terms-of-service","legal/business-customer-terms-of-service",-190,[],"0b415fa2-da79-4d40-a9cd-e3db7937f47d",[],{"name":411,"created_at":412,"published_at":8,"updated_at":8,"id":413,"uuid":414,"content":415,"slug":429,"full_slug":430,"sort_by_date":17,"position":431,"tag_list":432,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":433,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":434,"default_full_slug":17,"translated_slugs":17},"End User License Agreement","2026-07-29T09:13:45.077Z",203271475532272,"118d7a0c-6863-4868-aa98-9dd9b2dc065f",{"_uid":12,"body":416,"Layout":35,"metatags":426,"component":41,"page_type":42,"page_category":43},[417,424],{"_uid":15,"media":418,"theme":21,"title":411,"layout":22,"eyebrow":18,"component":23,"cta_link_1":420,"cta_link_2":421,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":422,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":419},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":423},{},{"id":18,"_uid":32,"component":33,"html_content":425},"Thanks for your interest in helping to measure Hyperoptic’s hyperfast speeds. Full terms and conditions are below, which you should read in full, but the key points are:\n\n·        We’ll provide you with a box and use it to gather data and share back to you how our network is performing for you.\n\n·        There’s no charge for this service. All we ask is that you use and take care of the box we send you. We also need you to agree to return it to us (we’ll cover postage) if we ask for it back.\n\n·        As Hyperoptic owns the box we reserve the right to apply a charge to your account if you don’t return it if we ask for it back.\n\n·        We’ll use the data gathered during the speed measurement tests in line with our [Privacy Policy](https://www.hyperoptic.com/legal/post/privacy-and-cookie-policy/) and ask that you respect that the data we send you is also private and not to be shared without our consent.\n\nIf you have any questions, feel free to get in touch with us\n\n**End User License Agreement**\n\nHYPEROPTIC LTD (“HYPEROPTIC”, “WE” AND “US”) ARE RUNNING A PROGRAM  TO TEST AND MEASURE BROADBAND INTERNET PERFORMANCE WITH THE ASSISTANCE OF SAMKNOWS LIMITED (“SAMKNOWS”). YOU HAVE EXPRESSED A DESIRE TO PARTICIPATE IN THIS PROGRAM AND TO ALLOW US TO TEST AND MEASURE YOUR BROADBAND INTERNET CONNECTION USING THE SAMKNOWS SYSTEMS.\n\nPLEASE READ THESE TERMS AND CONDITIONS CAREFULLY. BY APPLYING TO BECOME A PARTICIPANT IN THE SAMKNOWS COMMUNITY, YOU ARE AGREEING TO THESE TERMS AND CONDITIONS (THE “AGREEMENT”).\n\n**1. Definitions**\n\n1.1 The following definitions apply to these terms and conditions.\n\nConnection Equipment: Your broadband router or cable modem, used to provide your Connection.\n\nConnection: Your own broadband internet connection, provided by us.\n\nIntellectual Property Rights: all patents, rights to inventions, utility models, copyright and related rights, trade marks, service marks, trade, business and domain names, rights in trade dress or get-up, rights in goodwill or to sue for passing off, unfair competition rights, rights in designs, rights in computer software, database right, moral rights, rights in confidential information (including know-how and trade secrets) and any other intellectual property rights, in each case whether registered or unregistered and including all applications for and renewals or extensions of such rights, and all similar or equivalent rights or forms of protection in any part of the world.\n\nMeasurement Services / Program: the performance, test and measurement of certain broadband and Internet services and research program, as run by SamKnows.\n\nOpen Source Software: the software in the Whitebox device that is licensed under an open source licence (including the GPL).\n\nParticipant/You/Your: the person who volunteers to participate in the Program, under these terms and conditions. You must be the named account holder on the Internet service account with Hyperoptic.\n\nSoftware: the software that has been installed and/or remotely uploaded onto the Whitebox, by SamKnows as updated by SamKnows, from time to time, but not including any Open Source Software.\n\nTest Results: Information concerning your Connection service results.\n\nWhitebox: the hardware supplied to you by us which incorporates the Software.\n\n**2. Our Commitment to you**\n\n2.1 If you are selected, we shall:\n\n(a) supply you with a Whitebox and instructions detailing how it should be connected to your Connection Equipment;\n\n(b) procure that SamKnows provide you with the Measurement Services under these terms and conditions;\n\n(c) only access, collect, process, store and distribute data using the SamKnows systems for the purposes and reasons specified in this Agreement and not in ways incompatible with those purposes; and\n\n(d) work to ensure that the data we collect is accurate and up-to-date.\n\n2.2 In addition, we shall:\n\n(a) provide you with access to a Program-specific customer support email address (“Support Address”), which you may use for questions and to give feedback and comments.\n\n(b) use reasonable endeavours to ensure you are provided with a unique login and password in order to access to an online reporting system for access to your broadband performance statistics.\n\n(c) use reasonable endeavours to ensure you are provided with a monthly email with your specific data from the Program or notifying you that your individual data is ready for viewing;\n\n(d) provide you with support and troubleshooting services in case of problems or issues with your Whitebox; and\n\n(e) provide a mechanism for you to opt out of any further performance/measuring services and research before collecting any data after termination of the Program.\n\n2.3 While we will make all reasonable efforts to ensure that the Services cause no disruption to the performance of your broadband Connection, you acknowledge that the Measurement Services may occasionally impact the performance of the Connection and agree to hold us and SamKnows harmless from any impact the Services may have on the performance of your Connection.\n\n**3. Your Commitment to the Program**\n\n3.1 You do not have to pay any fee to participate in the Program or get the Measurement Services\n\n3.2 You agree to use reasonable efforts:\n\n(a) to connect the Whitebox we send to your Connection Equipment within 14 days of receiving it if selected to participate;\n\n(b) not to unplug or disconnect the Whitebox unless you are away from your home or you need to conduct maintenance on your network, in each case you agree to try to minimise the length of time the Whitebox is disconnected.\n\n(c) not in any way reverse engineer, tamper with, dispose of or damage the Whitebox (or attempt to do so);\n\n(d) tell us within 7 days if you downgrade/upgrade to a different broadband package, by using the email address provided;\n\n(e) tell us if you change your postal or email address within 7 days;\n\n(f) acknowledge and agree that we may, at any time and for any reason, upgrade the Whitebox we have sent you; and\n\n(g) tell us if you have any issues or problems with your Whitebox by using the Support Email Address provided.\n\n3.3 You will not give or otherwise transfer the Whitebox or the Software to any third party, including (without limitation) to any other company providing broadband internet services to you. You may give the Open Source Software to any person in accordance with the terms of the relevant open source licence.\n\n**4. Confidentiality**\n\n4.1 You agree to keep all information you receive from us (or someone acting for us) and the results of the Measurement Program (including where received in an email as described at 2.2 (c) above) confidential and private and not to share them with anybody else including via social media. You can only use our information to carry out your obligations under this Agreement\n\n**5. Your data**\n\n5.1 We will continue to process any personal data in accordance with our [Privacy Policy](https://www.hyperoptic.com/legal/post/privacy-and-cookie-policy/).\n\n5.2 In the course of performing the Measurement Services, SamKnows will also process certain information about you that could be used to identify you personally (\"Personal Data,\"). This will include:\n\n(a) Your name\n\n(b) Your address\n\n(c) Your IP Address\n\n(d) Your telephone number\n\n5.3 Except for SamKnows as described below, or as required by applicable law or regulation, we will not provide any of your Personal Data received pursuant to this Agreement to any third party without first obtaining your prior consent. We will use reasonable efforts to comply with all applicable privacy laws, regulations and directives.\n\n5.4 Notwithstanding Section 5.2, you understand that we will need to share some of your Personal Data with SamKnows for the purpose of running the Program and carrying out speed tests and fulfilling our obligations under this Agreement. We will only keep the data for as long as required to run the Program and processing in accordance with this Agreement shall not constitute a violation of any right or privilege that you may have under any law, wherever it might apply.\n\n5.5 In addition to the above, we will also collect information of a non-personal nature about your broadband internet performance. You acknowledge and agree, subject to the privacy polices discussed above, that we may share any data with any third parties as part of the Program. We may also share aggregate statistical data produced as a result of the Measurement Services (including the Test Results) with third parties.\n\n5.6 The purpose of the Measurement Services is to measure your Connection and compare this data with other consumers to create a representative index of broadband performance around the world. We and SamKnows access and use only the data generated through the Whitebox. AS PART OF THE MEASUREMENT PROGRAM WE DO NOT AND WILL NOT MONITOR OR TRACK YOUR INTERNET ACTIVITY IN ANY WAY, INCLUDING WEBSITES YOU VISIT OR ANY CONTENT OR DATA RELATING TO YOUR INTERNET ACTIVITY.\n\n**6. Intellectual Property Rights**\n\n6.1 Insofar as may reasonably be deemed to be necessary, we grant you and will procure that SamKnows grants you such limited license as may strictly be deemed necessary for you to perform your obligations under this Agreement and participate in the Program.\n\n6.2 Nothing in this Agreement is intended to nor will transfer or create any Intellectual Property Rights.\n\n6.3 For the avoidance of doubt, participation in the Program gives you no Intellectual Property Rights in the Test Results. You hereby acknowledge and agree that we and SamKnows may make such use of the Test Results as part of the Program, consistent with the provisions of Section 4, above.\n\n**7. Property**\n\nThe Whitebox and Software will remain the property of Hyperoptic and/or SamKnows as applicable. We may at any time ask you to return the Whitebox at our own cost, which you must use your best endeavours to do within 28 days of such a request being sent. We may also request, at any time, that Samknows disable the Software.\n\n**8. Limitations of Liability**\n\n8.1 This condition 7 sets out the entire financial liability of Hyperoptic (including any liability for the acts or omissions of its employees, agents, consultants, and subcontractors) to you, including (without limitation) in respect of:\n\n(a) any use made by you of the Measurement Services, the Whitebox and the Software or any part of them; and\n\n(b) any representation, statement or tortious act or omission (including negligence) arising under or in connection with these Terms and Conditions.\n\n8.2 All implied warranties, conditions and other terms implied by statute or other law, including but not limited to satisfactory quality, fitness for a particular use or purpose, and noninfringement of third party Intellectual Property Rights are, to the fullest extent permitted by law, waived and excluded from these terms and conditions.\n\n8.3 IN NO EVENT WILL WEBE LIABLE TO YOU OR TO ANYONE ELSE UNDER THIS AGREEMENT FOR INCIDENTAL, CONSEQUENTIAL, PUNITIVE OR SPECIAL DAMAGES, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. OUR TOTAL LIABILITY IN CONTRACT, TORT (INCLUDING NEGLIGENCE OR BREACH OF STATUTORY DUTY), MISREPRESENTATION, RESTITUTION OR OTHERWISE ARISING IN CONNECTION WITH THE PERFORMANCE, OR CONTEMPLATED PERFORMANCE, OF THESE TERMS AND CONDITIONS SHALL BE LIMITED TO £100.\n\n8.4 In the event of any defect in the Whitebox, your sole remedy shall be to receive a replacement device, such replacement device to be provided at our sole discretion.\n\n8.6 It is your responsibility to continue to comply with the Residential Customer Terms of Service governing the provision of broadband services to you at all times\n\n**9. Term and Termination**\n\n9.1 This Agreement shall continue until terminated in accordance with this clause.\n\n9.2 Each party may terminate this Agreement immediately by written notice to the other at any time. Notice of termination may be given by email. Notices sent by email shall be deemed to be served on the day of transmission if transmitted before 5.00 pm GMT on a working day, but otherwise on the next following working day.\n\n9.3 On termination of the Agreement (for any reason):\n\n(a) We shall have no further obligation to provide the Services;\n\n(b) We may request that SamKnows disable the Software and/or the Whitebox; and\n\n(c) You shall safely return the Whitebox to us, if requested by us, (in which we shall pay your reasonable postage costs). If you fail to return the Whitebox when requested we may add the cost of the Whitebox as an additional charge to your account.\n\n9.4 Notwithstanding termination of the Services and/or these terms and conditions, clauses 1, 3.3 and 4 to 13 (inclusive) shall continue to apply.\n\n**10. Severance**\n\n10.1 If any provision of these terms and conditions (or part of any provision) is found by any court or other authority of competent jurisdiction to be invalid, illegal or unenforceable, that provision or part-provision shall, to the extent required, be deemed not to form part of these terms and conditions, and the validity and enforceability of the other provisions these terms and conditions shall not be affected.\n\n11\\. Entire agreement\n\n11.1 These terms and conditions constitute the whole agreement between the parties in relation to the Measurement Services and replace and supersede any previous agreements or undertakings between the parties in relation to the Measurement Services. For the avoidance of doubt this shall have not impact on the Residential Customer Terms of Service of services between you and us in relation to your broadband services.\n\n**12. Assignment**\n\n12.1 You shall not, without our prior written consent, assign, transfer, charge, mortgage, subcontract all or any of your rights or obligations under these terms and conditions.\n\n**13. Rights of third parties**\n\nExcept for the rights and protections conferred under these Terms and Conditions, a person who is not a party to these terms and conditions shall not have any rights under or in connection with these Terms and Conditions.\n\n**14. Governing Law and Jurisdiction**\n\n14.1 These terms and conditions shall be governed by the laws of the England and Wales.\n\n14.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these terms, their subject matter or formation (including non-contractual disputes or claims).",{"_uid":37,"title":427,"plugin":39,"og_image":18,"og_title":18,"description":428,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"End User License Agreement | Hyperoptic","Legal section | End User License Agreement | Hyperoptic","end-user-license-agreement","legal/end-user-license-agreement",-180,[],"f663dd3d-892b-4596-8e4f-c4cbc7b8afeb",[],{"name":436,"created_at":437,"published_at":8,"updated_at":8,"id":438,"uuid":439,"content":440,"slug":454,"full_slug":455,"sort_by_date":17,"position":456,"tag_list":457,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":458,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":459,"default_full_slug":17,"translated_slugs":17},"Website Terms & Conditions","2026-07-29T09:13:03.784Z",203271306401668,"df7ba6da-0b48-4ea9-b79d-b1842fb5a33a",{"_uid":12,"body":441,"Layout":35,"metatags":451,"component":41,"page_type":42,"page_category":43},[442,449],{"_uid":15,"media":443,"theme":21,"title":436,"layout":22,"eyebrow":18,"component":23,"cta_link_1":445,"cta_link_2":446,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":447,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":444},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":448},{},{"id":18,"_uid":32,"component":33,"html_content":450},"Thank you for visiting our website.\n\nOur Website Terms and Conditions (together with the documents referred to in it) explain the terms for using our website [www.hyperoptic.com](https://www.hyperoptic.com/) (“our website”), whether as a guest or a registered user. Please read these terms carefully before you start using our website.\n\nBy using our website, you agree that you accept these terms and that you’ll obey them. If you don’t agree to them, you mustn’t use our website.  \n  \nIn these Website Terms and Conditions, all references to “Hyperoptic”, “we”, “us” or “our” are references to Hyperoptic Ltd, and all references to “you” and “your” are references to anyone using our website.\n\n \n\n**ABOUT US**\n\n[www.hyperoptic.com](https://www.hyperoptic.com/) is a website operated by Hyperoptic. \n\nHyperoptic is a full fibre internet service provider (“ISP”). We’re a limited company registered in England and Wales under company number 07222543 and our registered office and main trading address is at Kings House, 174 Hammersmith Road, London, W6 7JP United Kingdom. Our VAT number is 164 6525 96.  \n  \nWe’re regulated in the UK by Ofcom. We’re also a member of the UK Internet Service Providers Association (“ISPA”) and Ombudsman Services (an independent alternative dispute resolution service), about both of which there are further details in our [Complaints Code of Practice.](https://www.hyperoptic.com/legal/post/code-of-practice/)\n\n \n\n**ACCESSING OUR WEBSITE**\n\nWe allow you to use our website on a temporary basis. We can remove or change the service we provide on our website without notice (see below). We accept no responsibility for any loss, damage or cost to anyone, if for any reason our website is unavailable at any time or for any period.\n\nSometimes, we may restrict access to some or all parts of our website. Such a restriction might apply to anyone (whether registered with us or not).\n\nIf you choose, or you’re provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential, and not reveal it to anyone else. We can, at any time, stop any user identification code or password from working, whether it was chosen by you or allocated by us, if we think you haven’t kept to any provision of these Website Terms and Conditions.\n\nWhen using our website and our internet services, you must fully follow these Website Terms and Conditions and our [Acceptable Usage Policy](https://www.hyperoptic.com/legal/post/acceptable-usage-policy/). You’re also responsible for making sure that anyone else who accesses our website through your internet connection is aware of these Website Terms and Conditions and our Acceptable Usage Policy and that they fully follow them. If you or they don’t do this and we incur losses, damages, expenses or costs (including any payable to third parties and legal costs) as a result, you must fully compensate us for these. This is called an “indemnity” and makes you 100% responsible for the full amount of any claim we have against you.\n\n \n\n**INTELLECTUAL PROPERTY RIGHTS**\n\nWe’re the owner or the licensee of all intellectual property rights in our website, and in the material published on it. Intellectual property rights include patents, trademarks, service marks, trade names, copyright (including, but not only, rights in computer software and in websites), rights in databases, rights in design and know-how. Our website and the material published on it are protected by copyright laws and treaties around the world. Other than as set out below, you mustn’t republish or redistribute the content or material on our website (including by framing or similar methods).\n\nYou may print off one copy, and may download extracts, of any page(s) from our website for your personal use and you may draw the attention of others to material posted on our website. You mustn’t change the paper or digital copies of any material you have printed off or downloaded in any way, and you mustn’t use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.\n\nYou must always acknowledge us (or any others who are identified as contributors of material on our website) as the authors of the material on our website. You mustn’t use any part of the material on our website for business purposes without first getting a licence to do so from us or those who have granted us a licence.\n\nIf you print off, copy or download any part of our website in a way that doesn’t follow these Website Terms and Conditions, your right to use our website will end immediately. If we then tell you to return or destroy any copies you’ve made of the material, you must do this immediately.\n\nIf you believe that your intellectual property rights have been infringed either on the internet or through any of the internet services provided by us, you may contact us and request that the infringing material is removed or access to it blocked. We’ll fully investigate any complaints and, if we think (acting reasonably) there is an infringement, we’ll take action to sort things out. If you think your intellectual property rights are being infringed, please contact:\n\nDana Tobak  \nCEO & MD  \nHyperoptic Ltd  \nKings House,  \n174 Hammersmith Road,  \nLondon,  \nW6 7JP  \nUnited Kingdom\n\n**RELIANCE ON INFORMATION POSTED**\n\nYou mustn’t rely on commentary and other material posted on our website. They aren’t meant to be treated as advice. We don’t accept any responsibility at all for losses, damages or costs to anyone who relies on such material or commentary.\n\n \n\n**OUR WEBSITE CHANGES REGULARLY**\n\nWe aim to update our website regularly and may change the content at any time. If we need to, we may suspend access to our website, or close it. Although we’ve tried to make sure the content is accurate, any content on our website may be incomplete, contain mistakes or be out of date at any given time. We don’t have to update this content. You should check any information you get from our website before acting on it.\n\n \n\n**OUR LIABILITY**\n\nWe don’t guarantee or promise that the content or material on our website or things mentioned on it are accurate or available. Neither we nor any company in our group (or any person connected with us or any group company) accepts responsibility (except to the extent a law requires otherwise) for any:\n\n- conditions, warranties and other terms which might be implied by law. (Sometimes the law suggests that particular conditions, warranties or terms are treated as part of an agreement, even if they’re not specifically put into that agreement – these are “terms implied by law”. We don’t include any terms implied by law in our terms and this means you can’t make claims based on them);\n- loss which isn’t a reasonably predictable result of our negligence or of our not following these Website Terms and Conditions;\n- liability for any direct, indirect or consequential loss or damage incurred by any user of our services or in connection with the use, inability to use, or results of the use of (i) our services, (ii) any equipment we supplied to you under an agreement for provision of our services (“Equipment”) (iii) any equipment you acquired from a third party or (iv) our website, any websites linked to it and any materials posted on it. This includes any liability for;\n- loss of income or revenue;\n- loss of business or opportunity;\n- loss of profits or contracts;\n- loss of savings you were expecting to make;\n- loss or corruption of data, information or software;\n- loss of goodwill;\n- the cost of getting substitute goods or services;\n- wasted management or office time;\n- and for any other loss or damage of any kind, however it happens, even if it is predictable.\n\nHowever, we will accept responsibility for the actual cost of:\n\n- loss of or damage to your physical property arising from our negligence. (For this we’ll pay no more than £100,000 in total, for any one event or series of connected events taking place in any 12-month period.); and\n- other direct financial loss that isn’t excluded by any of the categories set out above.\n\nWe’ll also accept responsibility (i) if our negligence (or that of our employees, contractors or agents) causes death or personal injury, (ii) for our fraud or fraudulent statements about an essential matter, and (iii) for any other liability that the law doesn’t let us exclude or limit.\n\nYou may have rights under the law which the terms of an agreement you have with us can’t affect. For example, the law may give you certain rights relating to Equipment which is faulty or has been described wrongly or, if you’re a residential customer of Hyperoptic, you may have rights as a “consumer”). For more details of your legal rights, you should contact your local Citizens Advice Bureau, [www.citizensadvice.org.uk](http://www.citizensadvice.org.uk/).\n\nYou must always try your best to reduce any losses, damages or costs you may incur, if you have a claim against us.\n\nEach part of this section (‘Our Liability’) is treated as separate. It’ll still be valid even if other parts of this section are found to be invalid or unreasonable.\n\n \n\n**INFORMATION ABOUT YOU AND YOUR VISITS TO OUR WEBSITE**\n\nYou can’t treat anything on our website as an offer by Hyperoptic to provide any goods or services to you. You’ll only have a contract with us, under which we’ll provide you with our services, when (i) you’ve placed an order for them, (ii) you’ve accepted our standard terms for providing them and (iii) we’ve confirmed our acceptance of that order in writing. Our standard terms of service will apply to any contracts under which we provide you with any goods or our services ([Residential Customer Terms of Service](https://www.hyperoptic.com/legal/post/terms-of-service/) and [Business Customer Terms of Service](https://www.hyperoptic.com/legal/post/business-customer-terms-of-service/)).\n\n \n\n**TRANSACTIONS CONCLUDED THROUGH OUR WEBSITE**\n\nIf you enter into any kind of contract or arrangement with any advertiser on our website or by following a link from our website to another website, that contract or arrangement (and its terms and conditions) will be between you and the advertiser or the provider of the other website and we accept no responsibility in relation to it.\n\n \n\n**UPLOADING MATERIAL TO OUR WEBSITE**\n\nIf you use a feature that lets you upload material to or post material on our website, or make contact with other users of our website, you must promise us that the content or material complies with the “Content Standards” set out in our [Acceptable Usage Policy](https://www.hyperoptic.com/legal/post/acceptable-usage-policy/). If you don’t do this, and we incur losses, damages or costs as a result, you must fully compensate us for these. This is called an “indemnity” and makes you 100% responsible for the full amount of any claim we have against you. If we think that any material you’ve uploaded to or posted on our website doesn’t meet the Content Standards, we may remove it and block you from our website, without giving you any notice.\n\nWe won’t treat any material you upload to our website as confidential or owned by you. This means we can use, copy, send, amend and show it to others for any purpose. We can also reveal your identity to any person who claims that any material posted or uploaded by you to our website infringes their intellectual property rights (as described in the section “Intellectual Property Rights” above) or their right to privacy.\n\nWe accept no responsibility or liability to any other person, for the content or accuracy of any material posted by you or any other user of our website.\n\n \n\n**VIRUSES, HACKING AND OTHER OFFENCES**\n\nYou mustn’t misuse our website by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You mustn’t try to access (i) our website, in a way that we don’t usually allow, (ii) the server on which our website is stored, or (iii) any server, computer or database connected to our website. You mustn’t attack our website with a denial-of-service attack or a distributed denial-of service attack.\n\nIf you break the above condition, you’re committing a crime under the Computer Misuse Act 1990. If this happens, we’ll report it to the relevant law enforcement authorities and tell them your identity. You’ll also lose your right to use our website immediately.\n\nWe accept no responsibility for any loss or damage caused by a denial of service or distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other material belonging to you, from your (i) using our website or (ii) downloading of any material posted on it, or on any website linked to it.\n\n \n\n**LINKING TO OUR WEBSITE**\n\nYou may link to our home page, as long as it’s legal and appropriate in the circumstances and doesn’t damage our reputation or take advantage of it. You mustn’t create a link that makes it look like you’re connected with us, or that we’re giving you our approval or support, if this isn’t actually the case.\n\nYou mustn’t create a link from any website that isn’t owned by you.\n\nOur website mustn’t be framed on any other website and you mustn’t create a link to any part of our website other than the home page. We can take away any linking permission, without notice. The website from which you’re linking must fully meet the “Content Standards” set out in our [Acceptable Usage Policy](https://www.hyperoptic.com/legal/post/acceptable-usage-policy/).\n\nIf you’d like to use material on our website in any way other than that set out above, please send your request to [support@hyperoptic.com](mailto:support@hyperoptic.com).\n\n \n\n**LINKS FROM OUR WEBSITE**\n\nWhere our website has links to other websites and/or goods or services provided by others, these links are for your information only. We have no control over the contents of those websites, those goods or services, or their availability. We don’t accept any responsibility for them or for any loss or damage that may result from your using or inability to access them. Hyperoptic doesn’t recommend or give its approval to (i) those goods or services or (ii) those websites, their contents or any goods, services, advertising or other material these websites contain.\n\n \n\n**JURISDICTION AND APPLICABLE LAW**\n\nThese Website Terms and Conditions are made under English and Welsh law. If a dispute arises that we can’t settle between us, despite following our Complaints Code of Practice, it’ll be decided in the English and/or Welsh courts. If we choose to, though, we can use the courts where you live (if this isn’t England or Wales) or in any other country we think is appropriate.\n\nOur website is designed for use in the United Kingdom and you mustn’t not use our website or services in countries where the local law restricts or doesn’t allow this.\n\n \n\n**TRADE MARKS**\n\n“Hyperoptic” is a registered trade mark of Hyperoptic Ltd.\n\nAll brand names, product names and/or service names used in our website are trademarks, trade names, service marks or copyrights of their respective owners. If you use any brand name, product name and/or service name without first getting its owner to agree to this in writing, you may be infringing that owner’s rights. Hyperoptic doesn’t give you permission to use any brand name, product name or service name.\n\n \n\n**CHANGES**\n\nWe may update or change these Website Terms and Conditions at any time. You should check them from time to time to take notice of any changes we made, as they’re legally binding on you, if you use our website. Sometimes a notice or other provision on another part our website might replace part of these Website Terms and Conditions.\n\n \n\n**YOUR CONCERNS**\n\nIf you have any concerns about material which appears on our website, please contact [support@hyperoptic.com.](mailto:support@hyperoptic.com)\n\nIf you wish to make a complaint about our website or our services, please see our [Complaints Code of Practice](https://www.hyperoptic.com/legal/post/code-of-practice/) for details of how to do so.\n\n**DATE**\n\nThis Policy is effective from 3 September 2018.",{"_uid":37,"title":452,"plugin":39,"og_image":18,"og_title":18,"description":453,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"Website Terms & Conditions | Hyperoptic","Legal section | Website Terms & Conditions | Hyperoptic","website-terms-conditions","legal/website-terms-conditions",-170,[],"646b58d7-2fab-4092-a0ed-c39933809909",[],{"name":461,"created_at":462,"published_at":8,"updated_at":8,"id":463,"uuid":464,"content":465,"slug":479,"full_slug":480,"sort_by_date":17,"position":481,"tag_list":482,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":483,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":484,"default_full_slug":17,"translated_slugs":17},"Acceptable Usage Policy","2026-07-29T09:12:16.093Z",203271111060866,"0e1678d5-797d-4f49-9a57-52fdecf368ff",{"_uid":12,"body":466,"Layout":35,"metatags":476,"component":41,"page_type":42,"page_category":43},[467,474],{"_uid":15,"media":468,"theme":21,"title":461,"layout":22,"eyebrow":18,"component":23,"cta_link_1":470,"cta_link_2":471,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":472,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":469},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":473},{},{"id":18,"_uid":32,"component":33,"html_content":475},"We want you to enjoy using our full fibre broadband services and our telephone services (“**Services**”). This includes Services we provide for your use (but for which you’re not our customer) in the common parts of a property (such as our Guest Wifi Service) or in serviced apartment properties, under agreements we have with that property’s owner or manager (“**Property Owner**”) (together, “**Property Owner Services**” and a property where such Services are available is the “**Property**”). We also want to make sure that you use our Services in way that doesn’t harm the rights or safety of others. This is why, like other internet providers, Hyperoptic has an Acceptable Usage Policy (“**AUP**”). This AUP sets out rules for using our Services and our website, [www.hyperoptic.com](https://www.hyperoptic.com/), (“**Website**”) in an acceptable way, and for keeping the network we use to provide our Services (our “**Network**”) secure. It also sets out uses of our Services which we consider unacceptable and what we might do if you break the rules in this AUP.\n\n**ABOUT US**\n\nHyperoptic Ltd (“**Hyperoptic**”) is a full fibre internet service provider (“**ISP**”). We’re a limited company registered in England and Wales under company number 07222543 and our registered office and main trading address is at Kings House, 174 Hammersmith Road, London, W6 7JP. Our VAT number is 164 6525 96.\n\nWe’re regulated in the UK by Ofcom. We’re also a member of the UK Internet Service Providers Association (“**ISPA**”) and Ombudsman Services (an independent alternative dispute resolution service) - you can find more information about these organisations in our [Complaints Code of Practice](https://www.hyperoptic.com/legal/post/code-of-practice/).\n\n**RESPONSIBILITY FOR USE**\n\nIn this AUP, when we use “we”, “us” or “our” we mean Hyperoptic and when we use “you” and “your” this also includes any other person (for example, anyone at your business premises or home (your “**Premises**”) or at the Property) using your Hyperoptic customer account (“**Account**”), device or login to access our Services, [Website](https://www.hyperoptic.com/) or Network, and in relation to the Property Owner, any user of the Property Owner Services. When we use “free” or “unlimited” calls, we mean calls to UK numbers made using Hyperoptic’s telephone service, which we don’t charge you for. You can find details of our internet service and telephone service plans and standard tariffs (i) for residential customers in our [Guide to Charges and Fees for Residential Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf) and (ii) for business customers in either our [Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf) or our Dedicated Business Fibre Order Form (as applicable).  \n• You’re responsible for any use of our Services and/or Network made through your Account with us, device or login, whether this is with your permission or not and for any use of our [Website](https://www.hyperoptic.com/). You’re also responsible if this use breaks the rules of this AUP. This would be an “unacceptable use” and is your responsibility even if it happens or is attempted (i) without you knowing or agreeing to it, or (ii) by you contributing to it, or (iii) by you allowing it to happen or (iv) by you acting alone or with others.  \n• Hyperoptic isn’t responsible for any of your activities in using our Network or [Website](https://www.hyperoptic.com/). You must decide whether any content or communications you access using our Services is appropriate for children or others at your Premises or the Property to view or use.  \n• You must always follow the rules in this AUP when you use our Services (as well as all other terms that apply to your agreement for Services with us) or our [Website](https://www.hyperoptic.com/). This means you also need to make sure that anyone else accessing our Network at or through your Premises or accessing our Services through your Account, device or login knows about and follows these rules.  \n• When using our Services, you must follow all laws, regulations and other “**Applicable Laws**” (these are defined more fully in our [Residential Customer Terms of Service](https://www.hyperoptic.com/legal/post/terms-of-service/), [Business Customer Terms of Service](https://www.hyperoptic.com/legal/post/business-customer-terms-of-service/) and [Dedicated Business Fibre Customer Terms of Service](https://www.hyperoptic.com/legal/post/dedicated-fibre-customer-terms-of-service/)) that apply to you, and have any authorisations or permissions required by them.  \n• Some types of material infringe certain laws or regulations. These materials may be illegal to possess as well as to send or publish on the internet. You mustn’t post material which (i) infringes the intellectual property rights (e.g. trademarks or copyright) of others (ii) is false and could harm someone’s reputation, or (iii) makes us legally liable for hosting that material on our servers. More information on things you’re not allowed to use our Services or [Website](https://www.hyperoptic.com/) for is set out in the “**Unacceptable Usage**” section below.  \n• When using our Services or [Website](https://www.hyperoptic.com/), you may end up on other networks or using other websites or services that we don’t own or operate. If this happens, you must follow the acceptable use policies and other terms and conditions set by the operators of those networks websites, and services. We aren’t responsible or liable for the content of any other person’s website, platform, apps or services, even if there’s a link to them from our [Website](https://www.hyperoptic.com/).  \n• When you place an order for or subscribe for our Services, you’ll have to provide us with an email address. Save in relation to users of our Property Owner Services only (who must comply with the provisions specific to them below) you must keep this email address active and notify us of any changes to it within 3 working days of the changes happening. You should do this by changing your email details in your online customer Account. You can access this through the “My Account” section of our [Website](https://www.hyperoptic.com/). All users will be treated has having read and accepted any email we may send to you at the email address you’ve provided to us.\n\nIf you have any comments or questions about this AUP, or there’s any part of it that you don’t understand, please feel free to let us know by email at support@hyperoptic.com.\n\n**UNACCEPTABLE USAGE**\n\nIt isn’t possible to set out exactly what makes for an “acceptable use” or an “unacceptable use” of our Services. Our AUP is meant to help you understand the types of use that are unacceptable. The list below doesn’t include every use that may be unacceptable to us (there may be others) but should help you understand the sort of behaviour we don’t allow or which is illegal.\n\nYou may only use our Network, [Website](https://www.hyperoptic.com/) and Services for lawful purposes. You can’t use them:  \n• in any way that breaks any laws or regulations that might apply (whether in the UK or elsewhere);  \n• in any way that’s criminal, illegal, unlawful or fraudulent, or that has any criminal, illegal, unlawful or fraudulent purpose or effect;  \n• to harm or try to harm children or other vulnerable people in any way;  \n• to send, knowingly receive, publish, post, contribute, distribute, disseminate, collect, access, encourage the receipt of, use, upload, download, record, review or stream, use or re-use any material that doesn’t follow our “Content Standards” section below;  \n• to send, or cause the sending of, anything related to pyramid selling schemes or any unsolicited communications or unauthorised advertising (like spam or nuisance calls). (If you do this we can block these materials or communications and you’ll have broken the rules of this AUP);  \n• to intentionally or negligently send any data, or send or upload material containing viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware, corrupted files, or any other harmful programs or similar computer code designed to harm computer software, hardware or telecommunications equipment owned by us or anyone else. (But you are allowed to pass samples of malware in a safe way to appropriate agencies in order to stop its spread);  \n• to carry on activities that infringe someone else’s rights. This includes (i) downloading, installing or distributing software that isn’t properly licensed (e.g. pirated software), (ii) deleting any author attributions, legal notices or labels/notices of ownership in any file that’s uploaded, (iii) falsifying the origin or source of any software or other material or (iv) not properly following the Data Protection Act 1998 (and any laws or regulations that change, add to or replace it in any way) when collecting or using an individual’s personal data, as set out in that Act;  \n• to monitor or record the actions (i) of any person, who’s allowed to be at the Property or your Premises, without their knowledge or (ii) of any person or thing outside the Property or your Premises including, among other things, any public highway or roadway or another person’s home or business premises; or  \n• to collect, stream, distribute or access any material that you know or should reasonably know, is illegal to collect, stream, distribute or access.\n\nYou must also not:  \n• reproduce, duplicate, copy, sell or re-sell any part of our [Website](https://www.hyperoptic.com/), Network or Services;  \n• access without our permission, interfere with, damage or disrupt:  \n(i) any code or any part of our [Website](https://www.hyperoptic.com/);  \n(ii) our Network or any equipment or network from which our Services or [Website](https://www.hyperoptic.com/) are provided;  \n(iii) any software used in providing our Services or [Website](https://www.hyperoptic.com/); or  \n(iv) any equipment, network or software owned or used by someone else, if this is outside what we’d expect of someone using our Services or our [Website](https://www.hyperoptic.com/) in accordance with the terms that apply to them;  \n• do anything that may disrupt or interfere with our [Website](https://www.hyperoptic.com/) Network or Services or cause our [Website](https://www.hyperoptic.com/) or Network, or any computer or other device connected to our Network, to crash;  \n• launch “denial of service” attacks, “mailbombing” attacks or “flooding” attacks against a network, or a device or computer connected to a network, (including, among other things, port scans, ping floods, packet spoofing, forged routing information, deliberate attempts to overload a service, or any otherwise unspecified form of “denial of service” attack);  \n• let people, who don’t live or who aren’t at your Premises or aren’t entitled to be at the Property, access the Services;  \n• use the “One Touch Switch ” process in respect of our Services, other than by following the instructions/requirements we give you for that process. You must only use the process to switch from broadband and/or telephone services for which you’re the current customer (and named as such on the relevant customer account) to broadband and/or telephone services for which you will be the customer (and named as such on the relevant customer account).  \n• make excessive use of, or overload, our Network;  \n• avoid the user authentication or security process of a network or a computer or device connected to a network;  \n• create, send, store or publish any virus, Trojan, corrupting programme or corrupted data using our [Website](https://www.hyperoptic.com/), Network or Services; or  \n• give false information on our on-line applications, sign-up forms or contracts, during a telephone sign-up/change of package process with us, and/or in connection with a “One Touch Switch” process. This would include (but isn’t limited to) giving wrong or fraudulent details or information (i) about direct debits, bank accounts or credit card numbers or (ii) in relation to a wayleave or other permission to install our Services at your Premises or the Property (as applicable). If you do this, we can immediately end your agreement for our Services. You may also have criminal or other liability under law.\n\n**USERS OF PROPERTY OWNER SERVICES (INCLUDING GUEST WIFI SERVICES)**\n\nIf you use any of our Property Owner Services (as described in the first paragraph of this AUP), the following terms will apply in addition to the other terms of this AUP:  \n• We’ll process any personal information (which may include your email address) you provide to us in connection with that use in accordance with our [Privacy and Cookie Policy](https://www.hyperoptic.com/legal/post/privacy-and-cookie-policy/) .  \n• When you use our Property Owner Services, we may collect information about your device and its location, the amount of data you use or the websites and applications you access. If you don’t want our Property Owner Services to use your location data, then you'll need to change the settings on your device – for information on how to do this, please refer to your device manual or the supplier of your device. Our [Privacy and Cookie Policy](https://www.hyperoptic.com/legal/post/privacy-and-cookie-policy/) sets out what kinds of personal data we may collect, use, store and transfer about you.  \n• If you have more than one device that you wish to connect to a Property Owner Service, you may need to login in separately on each one.  \n• We make no guarantee to you that our Property Owner Services will be uninterrupted, error free, secure or free from any virus.  \n• We may modify, discontinue or suspend (either temporarily or permanently) our Property Owner Services without any notice to you.\n\n**FURTHER PROVISIONS FOR GUEST WIFI SERVICE USERS**\n\nIf you are a guest/visitor at the Property, the following terms will also apply:  \n• In order to use our Guest Wifi Service you’ll need to complete an online form prior to access. You’ll be asked to provide your name and email address as part of the login process.  \n• Our Guest Wifi Service is intended for access to (i) emails (ii) instant messaging (iii) internet browsing and (iv) using applications on your device. It is not suitable for downloading significant data streams or for prolonged use.  \n• Each person who uses the Guest Wifi Service must login into the service, individually and will be provided with a time-limited session.  \n• After your session ends, you’ll need to login once more if you want to use the Guest Wifi Service again.\n\n**TELEPHONE SERVICES**\n\nThe following terms apply to the use of our telephone service, which is only available to a user with an Account.  \n• You can make unlimited free calls, which are 1 hour or less in length, to UK destinations (such as numbers beginning in 01, 02, & 03). To be free of charge, your making these calls should be within what we’d expect from you (i) as a residential user; (ii) as a small business (with 10 or fewer workers) customer, using our telephone service in accordance with our [Residential Customer Terms of Service](https://www.hyperoptic.com/legal/post/terms-of-service/)); or (iii) as a business customer, as applicable.  \nIf any of these calls last over an hour, we’ll charge you from the end of the 60th minute, at the standard per-minute charge that applies to that call. If you want your call to stay free after the 60th minute, you should end the call before the free hour is over and then redial the same number to carry on the call. You can do this without limit, if you follow this AUP in all other ways and your call pattern is reasonable overall.  \n• All numbers you dial, beginning in 0500, 0800 or 0808, stay free for the whole length of the call.  \n• Certain types of call aren’t included in the free calls described above. We’ll charge you for these at our standard rates. These are:  \n(i) calls to the Channel Islands (e.g. numbers beginning in 01534 and 01481);  \n(ii) all calls to mobile phones (e.g. numbers beginning in 07);  \n(iii) all international calls (e.g. all numbers beginning in 00 except 0044 (UK));  \n(iv) all Premium Rate Service calls (e.g. all numbers beginning in 09);  \n(v) calls to Number Translation Services (e.g. numbers beginning in 0845, 0870, 0871, 0844);  \n(vi) all directory enquiry services beginning in 118;  \n(vii) all other dialling codes, not listed above as free of charge and/or dialled without following this AUP.  \n• Our telephone service mustn’t be used for (i) auto-dialling, (ii) continuous or extensive call forwarding or call diversion, (iii) fax or voicemail broadcasting or (iv) continuous or extensive incoming-only calls.  \n• We can immediately stop or change your telephone service if we think you’re not using it in a normal way.\n\nAll our call charge rates are published in our [Guide to Charges and Fees for Residential Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf) and [Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf).\n\n**INTERACTIVE SERVICES**\n\n• We may from time to time provide interactive services on our [Website](https://www.hyperoptic.com/), for example, Support Chat conversations, social media and Customer Forums (“Interactive Services”). Where we provide any Interactive Services, we’ll give you clear information about the kind of service offered, whether it’s moderated and, if it is, the sort of moderation that’s being used (e.g. whether it’s human or automated).  \n• We’ll do our best to work out any possible risks for users (especially for children) from other people when they use any Interactive Services, and will decide in each case whether to use moderation (and what kind this should be). However, we don’t have a duty to keep an eye on or moderate any Interactive Services. We also accept no responsibility for any loss or damage caused by someone who uses an Interactive Services but doesn’t follow the “Content Standards” section below (whether the Interactive Service is moderated or not).  \n• A child can only use an Interactive Service if their parent or guardian agrees to this. We advise parents or guardians who allow their children to use an Interactive Service to talk to their children about the risks involved with this and about staying safe online.  \n• Where we moderate an Interactive Service, we’ll normally tell you how you can contact the moderator, if there’s a problem.\n\n**CONTENT STANDARDS**\n\nThis section sets out our content standards. These are rules which apply to all material you send, receive, communicate, publish, post, contribute, distribute, disseminate, collect, access, encourage the receipt of, use or re-use, upload, download, record, review or stream using our Network or Services and to any Interactive Services (as mentioned in the above section). We call these “contributions”.\n\nAs with unacceptable use, the list below doesn’t set out every standard which we may apply to your contributions but helps you understand what your contributions can and can’t contain. The standards apply to each part of any contribution, as well as to the whole contribution.\n\nContributions must:  \n• be accurate (where they give facts);  \n• be genuinely held (where they give opinions); and  \n• follow the laws and regulations of the UK (and of any country they come from) that apply to them;\n\nContributions mustn’t:  \n• contain false statements that harm anyone’s reputation;  \n• contain any material which is indecent, obscene, offensive, hateful or meant to stir up anger;  \n• promote sexually explicit material;  \n• encourage violence;  \n• encourage discrimination based on race, sex, religion, nationality, disability, sexual orientation or age;  \n• infringe any copyright, database right, intellectual property right or trade mark of any other person.  \n• be likely to deceive any person;  \n• be made by breaking a legal duty owed to another person, (like a duty under a contract or a duty to keep material secret);  \nencourage any illegal activity;  \n• be threatening, abuse or invade someone else’s privacy, or cause annoyance, trouble or unnecessary stress;  \n• be likely to trouble, upset, embarrass, alarm, scare or annoy any other person;  \n• be used to impersonate any person, or be dishonest about your identity or connection to any person;  \n• give the impression that they come from us, if this isn’t true; or  \n• encourage or help an unlawful act, like (as an example only) copyright infringement or computer misuse.\n\n**SECURITY**\n\nYou’re responsible for protecting the customer ID, password(s) and/or login you use to access our Services and/or your Accounts. You’re also responsible for any use of your password(s) and/or login (even if you didn’t allow it).  \n• You shouldn't disclose your customer ID or any password(s) or login to anyone else. If you do, you’re responsible for their use of your Account, device, login and/or our Services. If your customer ID, password or login is disclosed or used without your permission, you must tell us immediately. You mustn’t use your customer ID, password(s) or login to use our Network, Services or [Website](https://www.hyperoptic.com/), in a way that we’d find unacceptable. Nor should you use them to access or try to access other parts of our Network or Services where we haven’t given you permission to do this.  \n• You’re responsible for taking all reasonable steps necessary to stop someone else accessing our Network or Services through your Account, device or login, where you’ve not given them permission to do this.  \n• You must protect your computer (or any other device you use to connect to our Services) from viruses, adware, malware and spyware by installing and updating suitable anti-virus and security software. We’re not responsible for security problems with your computer, its files, or its applications.  \n• You must keep copies of your own data. We’re not responsible for any loss of your files or data.  \n• You must tell us immediately if you think that any part of this “Security” section has been breached.  \n• We cannot guarantee the security/privacy of our Property Owner Services (which includes the\n\nGuest Wifi Service). Any user of these Services is responsible for protecting their data.\n\n**EXCESSIVE USAGE**\n\nWe don’t have a traffic management policy, although we may choose to use one in the future (with or without notice). But our system does flag excessive use and if we believe that your use of the internet, our Network or Services is so excessive that other customers’ Services are being harmed, then we may give you a written warning (by email or otherwise) to reduce your use. If you don’t do this, we may suspend or end your Services. If you’re using our Property Owner Services (which includes the Guest Wifi Service), we may also restrict your connection if your usage is so excessive that it is likely to harm others’ use of those Services.\n\nIf we reasonably think that your use of our telephone service (including, but not limited to, the total number of calls you make to UK numbers) is excessive and unreasonable, we can, if we wish, limit the free calls you can make to UK numbers. We can also, if we wish, charge you, at our standard rate, for all the calls you make to UK numbers, which we think are excessive compared to the number of calls we’d expect of a (i) residential user; (ii) a small business (with 10 or fewer workers) customer using our telephone service at in accordance with our [Residential Customer Terms of Service](https://www.hyperoptic.com/legal/post/terms-of-service/); or (iii) a business customer, whichever applies to you.\n\nBefore we start charging you for these calls, we’ll let you know by phone or email (using the contact information you’ve provided to us). Our call charge rates for residential customers are published in our [Guide to Charges and Fees for Residential Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf) and for business customers are published in our [Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf).\n\n**OUR LIABILITY TO YOU AND THE LIMITS ON OUR LIABILITY**\n\nIf our negligence causes death or personal injury, we accept responsibility for this and there’s no limit to our liability. We also accept responsibility for fraud, fraudulent statements or any other liability that the law doesn’t let us exclude or limit.\n\nExcept as set out in the paragraph above, we won’t be responsible for any liability in contract, tort (including breach of statutory duty) or any other liability which arises under or in connection with this AUP and we exclude our liability to the fullest extent permitted by law.\n\n**HOW WE WILL DEAL WITH BREACHES**\n\nWe can use either human or automated methods to see if you’re following this AUP. When you use our Services or our [Website](https://www.hyperoptic.com/), you give us (or our agents or subcontractors) permission do this this by checking your networks and/or machines and your use of our Network, [Website](https://www.hyperoptic.com/) and/or Services.  \n• If we think you haven’t followed this AUP, we may investigate this. We’ll try to act reasonably and fairly when we do. If we decide that you haven’t followed this AUP, we can take any action (as set out in the next paragraph) that we think is suitable.  \n• If we find that you haven’t followed this AUP, you may also have broken our [Residential Customer Terms of Service](https://www.hyperoptic.com/legal/post/terms-of-service/), [Business Customer Terms of Service](https://www.hyperoptic.com/legal/post/business-customer-terms-of-service/), [Dedicated Business Fibre Customer Terms of Service](https://www.hyperoptic.com/legal/post/dedicated-fibre-customer-terms-of-service/) and/or our [Website Terms and Conditions](https://www.hyperoptic.com/legal/post/website-terms-and-conditions/) (if applicable to you). We can either deal with the matter under these documents (if applicable to you) or take any of the following actions (with or without notice):  \n(i) immediate, temporary or permanent suspension or ending of your Services;  \n(ii) immediate, temporary or permanent removal of any posting or material uploaded by you to the internet using our Services or to our [Website](https://www.hyperoptic.com/) whether or not using our Services;  \n(iii) the issue of a warning to you;  \n(iv) legal proceedings against you to fully compensate us for all costs to us (including reasonable administrative and legal costs) resulting from you not following this AUP (this is called an indemnity and makes you 100% responsible for the full amount of any claim we have against you);  \n(v) further legal action against you; and  \n(vi) the disclosure of any information to law enforcement or other appropriate authorities or regulators that we reasonably think is necessary.;  \nWe aren’t limited to the actions we’ve just set out – we can take any other action we think is reasonably appropriate. We don’t accept any liability resulting from actions we take because of you not following this AUP.\n\n**NOTIFICATIONS AND COMPLAINTS**\n\nHyperoptic has a procedure for handling reports or complaints about this AUP.  \nIf you’re reporting any illegal or unacceptable use of our Services or [Website](https://www.hyperoptic.com/), please give us as many details and as much evidence as possible to help us understand and investigate the problem. This could mean copies of messages and/or headers, full URLs or log files showing unauthorised access to your account, depending on the type of unacceptable use you’re telling us about. Please always make sure you include a short description of why you’re making the report, together with your name and full contact details.\n\nIf you have any comments or queries about our AUP, or want to report an unacceptable use of our Network, [Website](https://www.hyperoptic.com/) or Services, please contact our Customer Support by sending an email to [support@hyperoptic.com](mailto:support@hyperoptic.com) or phoning [0333 332 1111](callto:0333%20332 1111).  \nYou can find more information about our complaints procedures in our [Complaints Code of Practice](https://www.hyperoptic.com/legal/post/code-of-practice/). Alternatively, you can ask us to send a copy of this to you.\n\n**JURISDICTION AND APPLICABLE LAW**\n\nYour Agreement with us is made under English and Welsh law. If a dispute arises that we can’t settle between us, despite following our [Complaints Code of Practice](https://www.hyperoptic.com/legal/post/code-of-practice/), it’ll be decided in the English and Welsh courts. If we choose to, though, we can use the courts where you live (if this isn’t England or Wales) or in any other country we think is appropriate.\n\n**CHANGES TO THESE TERMS**\n\nWe may update or change this AUP at any time. We’ll publish details of the updates/changes on our [Website](https://www.hyperoptic.com/). If you’re our customer, we’ll also email you to let you when we’re making these updates/changes. If you’re not our customer, you should check our AUP either on our [Website](https://www.hyperoptic.com/) from time to time or the captive portal used by you to access our Services (if you are a user of our Guest Wifi Service or another Property Owner Service) when you next login at the Property to take notice of any changes we made, as they’re legally binding on you.\n\n**DATE**\n\nThis AUP is effective from 23 October 2023.",{"_uid":37,"title":477,"plugin":39,"og_image":18,"og_title":18,"description":478,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"Acceptable Usage Policy | Hyperoptic","Legal section | Acceptable Usage Policy | Hyperoptic","acceptable-usage-policy","legal/acceptable-usage-policy",-160,[],"df66b9e1-8350-46b6-a3ef-5fb55437a2f1",[],{"name":486,"created_at":487,"published_at":8,"updated_at":8,"id":488,"uuid":489,"content":490,"slug":504,"full_slug":505,"sort_by_date":17,"position":506,"tag_list":507,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":508,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":509,"default_full_slug":17,"translated_slugs":17},"Vulnerable customers policy","2026-07-29T09:04:10.072Z",203269120312473,"2e7987b6-ab44-46cc-aaad-ece1fe270d50",{"_uid":12,"body":491,"Layout":35,"metatags":501,"component":41,"page_type":42,"page_category":43},[492,499],{"_uid":15,"media":493,"theme":21,"title":486,"layout":22,"eyebrow":18,"component":23,"cta_link_1":495,"cta_link_2":496,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":497,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":494},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":498},{},{"id":18,"_uid":32,"component":33,"html_content":500},"**Supporting disabled and vulnerable customers** \n\nHyperoptic is proud to welcome everyone to our network, including those who might need additional support due to accessibility requirements or circumstances making them vulnerable.  \n\nIf you have accessibility needs or **consider yourself to be a vulnerable customer or anyone in your household** at any point during your time with Hyperoptic, please let us know. We’re here to support you.  \n\n**What is a vulnerable customer?** \n\nVulnerable customers are those who might be susceptible to harm because of personal circumstances. These include but are not limited to: \n\n- Disability (physical or learning) \n- Illness (physical or mental) \n- Age \n- Low literacy or numeracy \n- Communication difficulties \n- A change in circumstances (e.g. bereavement, job loss, divorce)\n- Financial difficulty due to low income or a sudden reduction in regular income \n\n**How do Hyperoptic support our vulnerable customers?** \n\nProtecting the interests of our vulnerable customers is very important to us, and we offer several services to support them. \n\n- Free battery back-up unit (BBU) for telephone customers: A BBU is a device that can provide an hour’s back-up power to our router during a power cut, allowing you to make phone calls to emergency services during that period. For more info visit [What is a Battery Back-Up Unit?](https://www.hyperoptic.com/faq/posts/what-is-a-battery-back-up-unit/).\n- Text relay services: Text relay services relay phone conversations between a text-user and a phone-user. For more info visit [Text Relay Services](https://www.hyperoptic.com/faq/posts/text-relay-services/).  \n- Accessible formats: We can supply large print, Braille or audio versions of various documents and policies including your Hyperoptic contract, Codes of Practice, Policies and bills on request. For more info visit[Additional Support](https://www.hyperoptic.com/faq/posts/additional-support/).\n- Third party bill management: You can nominate someone to manage your Hyperoptic bills (plus, if you want, your Hyperoptic account) on your behalf. To set this up please contact our customer support team. \n- Free access to directory enquiries: If you’re visually impaired, we can provide you with a free to call number for directory information. For more info, please get in touch. \n- Priority fault repair: If there are any issues with your service, and, due to a disability that you’ve told us about, your service needs repairing urgently, we would try to prioritise the fault repair.  \n- Debt challenges: If you’re struggling with money or your financial position has changed, we’re here to help. Get in touch to see how we can support you - we have lots of options and will always do our best to keep you connected. \n\n**What records do we keep?** \n\nIf you contact us by phone, email, social media or live chat and let us know of your circumstances or the circumstances of your household members as a vulnerable customer, we’ll keep a note on our customer records. This is so that, if you deal with our agents again in the future, they’ll be aware of your circumstances and you won’t have to explain each time. You can see the full details about how we manage this in our [Privacy Policy](https://www.hyperoptic.com/legal/post/privacy-and-cookie-policy/). \n\n**Improving our services to you** \n\nWe’re committed to continuously reviewing and improving the services we offer, as well as monitoring the effectiveness of our procedures via customer feedback - including direct comments to staff and Trustpilot reviews. ",{"_uid":37,"title":502,"plugin":39,"og_image":18,"og_title":18,"description":503,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"Vulnerable customers policy | Hyperoptic","Legal section | Vulnerable customers policy | Hyperoptic","vulnerable-customers-policy","legal/vulnerable-customers-policy",-150,[],"f498cdb9-3530-43cc-95fb-66e5a6ae7f20",[],{"name":511,"created_at":512,"published_at":8,"updated_at":8,"id":513,"uuid":514,"content":515,"slug":529,"full_slug":530,"sort_by_date":17,"position":531,"tag_list":532,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":533,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":534,"default_full_slug":17,"translated_slugs":17},"Privacy and Cookie Policy","2026-07-29T08:41:02.376Z",203263436312873,"e099921b-dce2-40be-ae29-d303bfa5758f",{"_uid":12,"body":516,"Layout":35,"metatags":526,"component":41,"page_type":42,"page_category":43},[517,524],{"_uid":15,"media":518,"theme":21,"title":511,"layout":22,"eyebrow":18,"component":23,"cta_link_1":520,"cta_link_2":521,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":522,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":519},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":523},{},{"id":18,"_uid":32,"component":33,"html_content":525},"**1. ABOUT US**\n\nHyperoptic Ltd (“Hyperoptic”, “we” or “us”) is a full fibre internet service provider (“ISP”). We are a limited company registered in England and Wales under company number 07222543 and our registered office and main trading address is at Kings House, 174 Hammersmith Road, London, W6 7JP. Our VAT number is 164 6525 96. We are regulated in the UK by Ofcom. We are also a member of the UK Internet Service Providers Association (“ISPA”) and Ombudsman Services (an independent alternative dispute resolution service). Further details about the Ombudsman Services are in our Complaints Code of Practice.\n\nHyperoptic is the controller and responsible for your personal data.\n\nHyperoptic is committed to protecting and respecting your privacy. Our Privacy and Cookie Policy (“Privacy Policy”) lets you know how we collect and use your personal data and tells you about your privacy rights. When we refer to “personal data” in this Privacy Policy, we mean information which can identify you as an individual. It is important that you read this Privacy Policy so that you are fully aware of how and why we are using your data.\n\nBy (i) registering or placing an order at www.hyperoptic.com (our “Website”), or starting an online order, irrespective of whether it is completed (ii) placing an order for our services by calling our customer service agents (“Customer Support”) or (iii) submitting a paper order form to us or (iv) giving us your details to record your registered interest in becoming our customer in the future or (v) visiting our Website or (vi) giving us your details for us to contact you in relation to our services or business development or (vii) giving us or consenting for us to use your details for you to manage (as a third party) the account or billing arrangements for a Hyperoptic customer, you agree to the collection and use of your information under the terms of this Privacy Policy. If you do not agree to the data practices set out in this Privacy Policy, we will not be able provide you with our services and you should not continue to use our Website.\n\n**2. INFORMATION WE COLLECT ABOUT YOU**\n\nWe may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:\n\n**Identity Data** includes first name, last name, username or similar identifier, title, date of birth, gender and any other personal information we receive to show that you are eligible to order or receive our services.  \n**Contact Data** includes billing address, delivery address, email address, social media username (if given) and telephone numbers.  \n**Financial Data** includes bank account and payment card details.  \n**Transaction Data** includes details of payments made by you, any equipment we will supply, and services you have subscribed to.  \n**Usage Data** includes information about how you use our services, our network and our Website.  \n**Technical Data** includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website and our network.  \n**Profile Data** includes your username and password (if made available to us), orders made by you, your interests, preferences, feedback and survey responses.  \n**Accessibility Data** includes information about any disability, health condition, vulnerability or accessibility issue (whether temporary or long-term) that affect how you use our services or how we need to communicate with you.  \n**Marketing and Communications Data** includes your preferences in receiving marketing from us and our third parties and your communication preferences.\n\nWe also collect, use and share “Aggregated Data” (this means statistical or demographic data derived from your personal data). Aggregated Data is not considered personal data in law as this data does not directly or indirectly reveal your identity.\n\n**3. HOW WE COLLECT YOUR PERSONAL DATA**\n\n**Identity Data, Contact Data and Financial Data**  \nYou may give us your Identity, Contact, Financial and Accessibility Data by corresponding with us by via our Website, systems or communicating with our Customer Support online, by email, on the telephone or by post. This includes personal data you provide when you:\n\n- fill in paper forms or online forms on our Website, including any uncompleted online orders\n- access and use your online account via our Website\n- record your registered interest in becoming our customer in the future\n- give us your details for us to contact you in relation to our services\n- post any material on our Website\n- place an order for our services by telephone\n- request any additional services or upgrades\n- ask for help or advice or report a problem with our services\n- request marketing communications to be sent to you\n- enter a competition, promotion or survey\n- give us feedback\n\nThis also includes information you enter even when you only partially fill out an online form, and exit before completing it.\n\nWhen you contact us (by phone, email or via our Website), we may keep a record of it and what you say to us. This will include details of any Accessibility Data or other health data that you share with us (for example, when ordering services or arranging for installation or service visits) when you contact us.\n\nWe may also hold your Identity, Contact and Financial Data for you to manage a Hyperoptic customer’s account or billing arrangements (at that customer’s or your request).\n\nWhen you order services from us, we may make enquiries about you for credit reference purposes. These enquires include searching your records held by any credit reference agencies or any fraud prevention scheme. Where we receive information about you from them, we’ll always protect it in accordance with this Privacy Policy and keep it secure.\n\n**Transaction Data**  \nWe will collect and hold details of orders you make through our Website, by telephone or on paper forms and details of any payments you have made and any products/equipment supplied – e.g. routers.\n\n**Usage and Technical Data**  \nWhen you use our services or Website, we will automatically collect your Usage Data. When you (or someone using your Hyperoptic broadband or telephone service) use Hyperoptic’s network to make a telephone call or connect to the internet, we keep a record of that call (including the number called) so we can charge for it. We also receive information from other operators about calls made over our network, where we need that information for connecting and billing purposes. We will also collect information about your use of our Website and services (such as the amount of time you spend online), which we will use to manage our network and for billing and to develop our services.\n\nIf someone abuses or damages the Hyperoptic telephone network, for example by making offensive or nuisance calls, we may keep information relating to that abuse.\n\nIf a customer abuses our internet service or any other services we provide, for example by not following any part of our Acceptable Usage Policy, we may keep any information relating to that abuse.\n\n**Profile Data**  \nWe automatically collect Technical Data about your visits to our Website (including, but not limited to, traffic data, location data, weblogs and other communication data) and the websites and other products and services you access through it. We collect this personal data by using cookies, server logs and other similar technologies. Please see the Cookie Policy section below for more information about how we use cookies and how to change your browser settings to refuse some or all cookies.\n\nWe will also collect information on which devices have accessed your Hyperhub router (e.g. type of device, brand, model, operating system and browser) in order to monitor and better understand how our services are used.\n\nWe may collect information about your computer, including your IP address, operating system and browser type, to help keep our network running smoothly. Unless this information is needed for a service enquiry specific to your service, this is used as aggregated statistical information about our users’ browsing actions and patterns, and does not identify any individual.\n\nWe may also ask you to complete surveys that we use for research purposes, although you do not have to respond to them. We may ask you questions, from time to time, about how you use the services we provide, other services you would like us to provide in the future and about other things, such as information about your lifestyle.\n\n**Marketing and Communications Data**  \nWe will keep a record of whether you have opted out of receiving marketing from us. We will also keep a record of your communication preferences.\n\n**4. HOW WE USE YOUR PERSONAL DATA**\n\nWe will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:\n\n- Where we need to perform a contract we are about to enter into or have entered into with you\n- Where it is necessary for our legitimate interests and your interests and fundamental rights do not override those interests\n- Where we need to comply with a legal or regulatory obligation\n\n**Performance of Contract** means using your data as necessary for us to provide a quote to you or fulfil a contract to provide our services to you.\n\n**Legitimate Interest** means using your data as necessary for the commercial interests of our business, allowing us to conduct and manage our business to give you the best possible service and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests.\n\n**Comply with a legal or regulatory obligation** means using your personal data to the extent necessary for us to comply with a legal or regulatory obligation that we are subject to.\n\nWe have set out below a description of the ways we use your personal data. Note that we may use your personal data for more than one lawful ground, depending on the specific purpose for which we are using your data.\n\n---\n\nPurpose/Activity\n\nType of data\n\nLawful ground for processing\n\n---\n\nTo register you as a new customer \n\n(a) Identity  \n(b) Contact  \n(c) Usage\n\nPerform our contract with you\n\n---\n\nTo process your order and provide our services including:  \n(a) Making the services available to you and performing any necessary installation work  \n(b) To take account of accessibility requirements and support vulnerable customers  \n(c) Managing payments and charges  \n(d) Providing billing information to you  \n(e) Collecting and recovering money owed to us\n\n(a) Identity  \n(b) Contact  \n(c) Financial  \n(d) Transaction  \n(e) Accessibility  \n(f) Usage  \n(g) Marketing and Communications\n\n(a) Perform our contract with you  \n(b) Necessary for our legitimate interests (to recover debts due to us)  \n(c) Necessary to comply with our legal obligations (to support customers with accessibility requirements or who are vulnerable)  \n(d) Necessary for performance of a task carried out in the public interest (to support individuals who are vulnerable)\n\n---\n\nTo monitor your usage of our Website, services and maintain records of your Website and / or services usage (including provide billing information to you)\n\n (a) Identity  \n(b) Contact  \n(c) Usage  \n(d) Technical\n\n(a) Perform our contract with you  \n(b) Necessary to comply with our legal obligations  \n(c) Necessary for our legitimate interests (to understand how customers use our services and customers or prospective customers use our Website, maintain and develop our service provision and protection of the network and service)\n\n---\n\nTo monitor and record our communications with you\n\n(a) Identity  \n(b) Contact  \n(c) Usage  \n(d) Technical  \n(e) Accessibility\n\n(a) Perform our contract with you  \n(b) Necessary for our legitimate interests (for training and quality purposes)  \n(c) Necessary to comply with our legal obligations (to support customers with accessibility requirements or who are vulnerable)\n\n---\n\nTo manage our ongoing relationship with you which will include:\n\n(a) Maintaining your account  \n(b) Responding to any questions  \n(c) Notifying you about changes to our services  \n(d) Notifying you about changes to our terms or privacy policy  \n(e) Asking you to leave a review or complete a feedback survey\n\n(a) Identity  \n(b) Contact  \n(c) Profile  \n(d) Marketing and Communications\n\n(a) Perform our contract with you  \n(b) Necessary to comply with a legal obligation  \n(c) Necessary for our legitimate interests (to keep our records updated, maintain and develop our service provision and to understand how customers use our services)  \n(d) Necessary for performance of a task carried out in the public interest (to support individuals who are vulnerable)\n\n---\n\nTo administer and protect our business, network and Website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data)\n\n(a) Identity  \n(b) Contact  \n(c) Technical\n\n(a) Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise)  \n(b) Necessary to comply with our legal obligations\n\n---\n\nTo deliver relevant Website content and advertisements in the most effective manner to you and measure or understand the effectiveness of the advertising we serve to you\n\n(a) Identity  \n(b) Contact  \n(c) Profile  \n(d) Usage  \n(e) Marketing and Communications  \n(f) Technical\n\nNecessary for our legitimate interests (to study how customers use our products/services, how prospective customers use our Website, to develop those products/services, to grow our business and to inform our marketing strategy)\n\n---\n\nTo use data analytics to improve our Website, services, marketing, customer relationships and experiences\n\n(a) Technical  \n(b) Usage\n\nNecessary for our legitimate interests (to define types of customers for our services, to keep our Website updated and relevant, to develop our business and to inform our marketing strategy)\n\n---\n\nTo enable you to manage (as a third party) the account or billing arrangements of a Hyperoptic customer, either at the customer’s or your request.\n\n(a) Identity  \n(b) Contact  \n(c) Financial\n\n(a) To perform our contract with the customer on whose behalf you are acting  \n(b) Necessary to comply with our regulatory obligations to allow a third party to manage the billing arrangements for a customer with special accessibility requirements\n\n---\n\n**Accessibility Data**\n\nYou may provide us with, or we may receive, details relating to a disability, health condition, vulnerability or accessibility issue (whether temporary or long-term) that affects how we provide our services to you, how you use our services or how we need to communicate with you. When we receive such details, we will keep them secure and only use them to the extent necessary to ensure that we are able to provide our services to you, we treat you fairly and we give you any additional support that you need to communicate with us and access our services.\n\n**Marketing Communications**\n\nIf you are a customer, we may also use your Identity, Contact, Technical, Usage, Profile and Marketing and Communications Data to form a view on what services and offers may be relevant for you and to send you recommendations about services and offers that we think may be of interest or to invite you to participate in prize draws or competitions (“marketing communications”) and you have not opted out of receiving such communications.\n\nIf you have given us your details to record your registered interest in becoming our customer in the future or for us to contact you in relation to our services (whether current services or in the future when your building or location is connected to our network) or business development (including to receive our newsletter), we may use your Identity Data to keep you up to date about our services and coverage.\n\nIf you are a prospective customer that has started but not completed an online order, we may use your Identity Data to send you a reminder of that incomplete purchase.\n\nIf you are a prospective business customer that has visited our Website we may use your Technical Data, together with other publicly available information, to contact you about our products and/or services.\n\nYou can ask us to stop sending you marketing communications at any time by logging into My Account via our Website and checking or unchecking relevant boxes to adjust your marketing preferences, by following the opt-out links on any marketing message sent to you or by contacting us at any time.\n\nIf you are a customer and opt out of receiving marketing communications, we will still send you service-related communications as necessary.\n\n \n\n**5. DISCLOSURES OF YOUR PERSONAL DATA**\n\n**Our partners**\n\nWe may sometimes need to share your personal data with the types of third party listed below:\n\n- Our partner organisations and subcontractors who provide some of the services available to customers on our behalf or who issue rewards we offer as part of promotions from time to time\n- The provider of the “One Touch Switch” process (once available) to the extent necessary to verify the details we hold about you if you wish to change broadband or telephone provider\n- Credit reference agencies (to carry out credit checks) and debt recovery agencies (if you do not pay your bills)\n- Analytics and search engine providers that assist us in the improvement and optimisation of our Website\n- IT and system administration services service providers\n- Professional advisers including lawyers, auditors and insurers\n- Third parties to whom we may choose to sell, transfer or merge parts of our business with\n- Third parties with whom we need to share your data to verify details you have provided to us (e.g. relating to your eligibility to receive a particular package). We will inform you before we share your data in this way and will ask for your consent\n\nWe require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.\n\n**Other providers we work with**\n\nWe may from time to time work with other service providers who offer content and other services which are complementary to our services. We may ask you if you would like us to share your details with these third parties so that you can receive their services. We will tell you what details we need to share and will only ever provide your details to these types of third party if you have specifically agreed that you want us to. \n\nIf you have agreed to us sharing your details in this way, the third party service provider will act as a data controller in respect of your details that we share with them and their use of your details will be subject to their own privacy notices and policies. Please note that we do not recommend or endorse any third party services and it is your responsibility to make sure that you obtain all necessary information to decide whether or not you want to receive such third party services. \n\n**Your nominated third parties**\n\nIf, as a Hyperoptic customer, you have nominated a third party to manage your Hyperoptic account or billing arrangements, you agree that this may involve that third party having access to and being able to make changes to your Hyperoptic account details and/or billing arrangements (as applicable) either through Hyperoptic’s website or by contacting Customer Support. We accept no responsibility in relation to you choosing a third party to manage your account or billing arrangements or in relation to their use or misuse of such of your personal information to which they have access under these arrangements.\n\n**Legal obligations**\n\nWe may also disclose your personal data to a third party if we are under a duty to do so in order to comply with a legal obligation or in order to enforce or apply our terms of use. This includes exchanging information with other companies and organisations for the purposes of law enforcement, fraud protection and credit risk reduction.\n\n \n\n**6. INTERNATIONAL TRANSFERS**\n\nWe share your personal data within Hyperoptic’s organisation which involves transferring your data outside the UK and European Economic Area (EEA). We ensure your personal data is protected by requiring all our divisions to follow the same rules when processing your personal data to ensure its security. These rules are called \"model clauses\".\n\nIn addition, some of our third party suppliers are based outside the UK and EEA so their processing of your personal data may involve a transfer of data outside the UK and EEA.\n\nWhenever we or our service providers transfer your personal data out of the UK and EEA, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:\n\n1. The third party country has been deemed to provide an adequate level of protection for personal data by the UK government; or\n2. The service provider has provided adequate safeguards to ensure that individuals rights are enforceable and legal remedies are available.\n\n \n\n**7. DATA SECURITY**\n\nWe have in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.\n\nWe also have in place procedures to deal with any suspected personal data breach and will notify you and the ICO (the UK supervisory authority) of a breach where we are legally required to do so.\n\nAll information you provide to us is stored on our secure servers. Any payment transactions will be encrypted using SSL technology. Where we have given you (or you have chosen) a customer ID, password(s) or log-ins to allow you to can access certain parts of our Website, you are responsible for keeping these confidential. You are responsible for how our services are used from your account and for keeping your account information secret. Please keep this information safe, and do not share it with others.\n\nUnfortunately, sending information using the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of the data you send to our Website; you take the risk for this. Once we have received your information, we will try our best to keep it secure. This includes using strict procedures and security features to try to prevent unauthorised access.\n\nOur Website may, from time to time, contain links to and from the websites of our partner networks, advertisers and others associated with us. If you follow a link to any of these websites, please note that these websites have their own privacy and cookie policies. Hyperoptic accepts no responsibility or liability for these policies. Please check these policies before you send any personal data to these websites.\n\n \n\n**8. DATA RETENTION**\n\nWe will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.\n\nTo determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.\n\nBy law we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for at least 7 years after they cease being customers for tax purposes.\n\nIn some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.\n\n \n\n**9. YOUR LEGAL RIGHTS**\n\nYou have various rights in relation to your personal data – these are set out in detail below. If you wish to exercise any of these rights, please email us: [dataprotection@hyperoptic.com](mailto:dataprotection@hyperoptic.com)\n\n**Request access** to your personal data (commonly known as a \"data subject access request\"). This enables you to receive a copy of the personal data we hold about you.\n\n**Request correction** of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.\n\n**Request erasure** of your personal data. This enables you to ask us to delete your personal data when we no longer need it. You may also ask us to delete your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with a legal obligation. However, we may not be able to comply with your request of erasure, for example, if we are required to retain your personal data for legal reasons. We will let you know if this is the case.\n\n**Object to processing** of your personal data where we are processing your personal data for direct marketing purposes. You also have the right to object where we are relying on a legitimate interest but you feel the processing impacts on your fundamental rights and freedoms.\n\n**Request restriction** of processing of your personal data. You may ask us to suspend the processing of your personal data in the following scenarios: (a) if you do not think the data we hold is accurate, whilst we verify its accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where we no longer need to process it but you require us to store it in relation to a legal claim; or (d) if you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.\n\n**Request the transfer** of your personal data to you or to a third party. We will if feasible practically provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to information which we process by automated means and use to perform a contract with you.\n\n**Withdraw consent** at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent.\n\nYou will not have to pay a fee to access your personal data or to exercise any of your other rights. However, if we feel that your request is unfounded, repetitive or excessive, we may charge a reasonable fee or we may let you know that we are refusing to comply with your request. If we refuse your request, we will explain why and you will be entitled to raise the issue with the ICO.\n\nWe may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data or to exercise any of your other rights. This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.\n\nWe will respond to all legitimate requests within 1 calendar month of receipt and, if possible, achieve a satisfactory resolution within that time period. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.\n\n \n\n**10. CHANGES TO THIS PRIVACY POLICY**\n\nAny changes we may make to this Privacy Policy in the future will be posted on this page. You should check this page from time to time for any changes we made. We may also email you about these changes, if you are a customer of Hyperoptic.\n\n \n\n**11. CONTACT**\n\nIf you have any questions, comments and requests regarding this Privacy Policy, including any requests to exercise any of your legal rights under it, please contact us using the details set out below.\n\nEmail: [dataprotection@hyperoptic.com](mailto:dataprotection@hyperoptic.com)  \nPost: Kings House, 174 Hammersmith Road, London, W6 7JP\n\nIf you have any complaint about how we are using your personal data or otherwise in relation to this Privacy Policy, please contact us in the first instance and will we do our best to resolve it. If we do not resolve it to your satisfaction, you have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues ([www.ico.org.uk](https://ico.org.uk/)).\n\n \n\n**COOKIE POLICY**\n\nOur Website uses cookies – these are small files of letters and numbers which we store on your browser or the device you use to access our Website.\n\n \n\n**1. HOW WE USE COOKIES**\n\nWe use essential cookies to make our Website work.\n\nWe’d also like to set analytics and marketing cookies. Analytics cookies help us improve our Website and make it work more efficiently. Marketing cookies allow us to recognise you when you return to our Website and personalise the offers we show you.  These cookies are optional – we won’t set any analytics or marketing cookies unless you agree to them.\n\n**Essential cookies:** These are cookies that are required for the operation of our Website. They include, for example, cookies that enable you to log into secure areas of our Website to order our services and to access your account details.\n\n**Analytics cookies:** These allow us to recognise and count the number of visitors and to see how visitors move around our Website when they are using it. This helps us to improve the way our Website works, for example, by ensuring that users are finding what they are looking for easily. We use Google Analytics and Hotjar to track use of our Website and our users’ needs. All information collected for these purposes and shared with our analytics providers is anonymous or collected in such a way that users cannot be identified from this data. This information allows us to improve our Website and our services, for example, to measure the effectiveness or success of our advertising campaigns and products. For more information about Google Analytics, please see their privacy policy at: www.google.com/policies/privacy.\n\n**Marketing cookies:** We use cookies to place adverts about Hyperoptic products on other websites and social media and manage referrals from those websites to our Website. If you follow a link from another website then purchase our services, we may use cookies to tell the other website that you have made a purchase. Or if you click on a link to an advert, video or social media channel on our Website, we may use cookies to gather statistics about this.\n\n \n\n**2. WHAT COOKIES DO WE USE?**\n\nWe use these cookies on our Website:\n\n---\n\n**Function**\n\n**Purpose**\n\n**Cookies | First or Third party | Expiry**\n\n---\n\nTechnical operation of the Website - essential\n\nThese cookies are essential for the technical operation of the Website and to personalise Website content.\n\nPHPSESSID | First | Session\n\nMY-RATINGS | First | 1 year\n\norderNowPackage | First | 30 mins\n\nho_cookie_policy | First | 2 years\n\nlayout | First | 1 year\n\nproductDetailsShown | First | 60 mins\n\npx_random | First | 2 years\n\n---\n\nSession management - essential\n\nThese cookies are essential for session management for the Website.\n\nAWSELB | Third | 30 mins\n\nAWSELBCORS | Third | 1 min\n\nAWSELB | First | 30 mins\n\n---\n\nLive chat - analytics\n\nThis cookie enables live chat via the Website.\n\n\\__zlcmid | First | 1 year\n\n---\n\nWebsite use - analytics\n\nThese cookies allow us to see how visitors are using the Website. We use this information to help us improve the quality of the Website and give users a better browsing experience. We also use this information to measure the effectiveness of our advertising campaigns.\n\n\\_ga | First | 2 years\n\n\\_gid | First | 24 hours\n\npx_random | First | 2 years\n\n\\_hjid | First | 1 year\n\n\\_hjAbsoluteSessionInProgress | First | 30 mins\n\n\\_hjIncludedInSample | First | 30 mins\n\n*hjSession*\\* | First | 30 mins\n\n*dc*gtm_UA-23479045-1 | First | 1 min\n\n*gat*gtag_UA_133598323_1 | First | 1 min\n\n*gat*UA-23479045-1 | First | 1 min\n\nJSESSIONID | First | Session\n\noptimizelyEndUserId | Third | \n\noptimizelyRedirectData | Third | 6 months\n\noptimizelyDomainTestCookie | Third | 5 seconds\n\noptimizelyOptOut | Third | 6 months\n\n---\n\nSocial media -advertising\n\nThese cookies enable advertising to be shown across social media channels (including LinkedIn, Facebook, Snapchat and Twitter). They provide our social media partners with information about how the Website is used.\n\nlang | Third | Session\n\nfr | Third | 90 days\n\n\\_sctr | First | 1 day\n\n\\_fbp | First | 90 days\n\n\\_scid | First | 1 year\n\nbcookie | Third | 2 years\n\nlang | Third | Session\n\nli_sugr | Third | 90 days\n\nlissc | Third | 1 year\n\nlidc | Third | 1 day\n\nUserMatchHistory | Third | 30 days\n\npersonalization_id | Third | 2 years\n\nbscookie | Third | 2 years\n\nX-AB | Third | 1 day\n\n*pin*unauth | First | 1 minute\n\n*pinterest*ct_ua | Third | 1 minute\n\n---\n\nOnline targeting - advertising\n\nThese cookies are used by us and our advertising partners (including Google and BING) to build a profile of website users’ interests and to show relevant marketing.\n\nMUID | Third | 390 days\n\nIDE | Third | 2 years\n\n*gcl*au | First | 90 days\n\n\\_uetvid | First | 16 days\n\n\\_uetsid | First | 1 day\n\n---\n\nTracking affiliate (and regular) referrals - advertising\n\nThis cookie tracks referrals to use from affiliated websites or existing customers - this helps us to understand how our customers have reached the Website.\n\naw5737 | Third | 1 month\n\naw6515 | Third | 1 month\n\nbp_test | Third | 1 month\n\nbp_tid | Third | 1 month\n\nreferral_tracking\\_\\[randomValue\\] | Third | 1 month\n\nesale_number_dynamic_every_page | Third | 1 month\n\n---\n\n**3. HOW TO MANAGE YOUR COOKIE SETTINGS**\n\nYou can edit your cookie settings by clicking “Manage Cookies” at the bottom of each page on our Website and then “Edit cookie settings”. You can then adjust the available sliders for optional cookies to “On” or “Off”, then click “Save” to save your cookie settings.\n\nAdditionally, most web browsers allow you to control cookies through the browser settings. If you want to stop cookies being stored on your computer, you should check your browser instructions by clicking “Help” in your browser menu. However, if you block all cookies (including essential cookies), this may affect how our Website functions and you may not be able to access all or certain parts of our Website.\n\nIf you want to delete any cookies that are already on your computer, you should check the instructions for your file management software to locate the file or directory that stores cookies. There is also information in the “Manage Cookies” section on our Website about how to clear cookies using certain browsers.\n\nFor more information about deleting and controlling cookies visit [www.youronlinechoices.com](http://www.youronlinechoices.com/) or [www.aboutcookies.org](http://www.aboutcookies.org/).\n\n**RECRUITMENT PRIVACY NOTICE**\n\n[Recruitment Privacy Notice – Hyperoptic Ltd](https://www.hyperoptic.com/wp-content/uploads/2019/11/20200330_Recruitment_Privacy_Notice_Option_3.pdf)\n\n**DATE**\n\nThis Policy is effective from 12th of April 2023.",{"_uid":37,"title":527,"plugin":39,"og_image":18,"og_title":18,"description":528,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"Privacy and Cookie Policy | Hyperoptic","Legal section | Privacy and Cookie Policy | Hyperoptic","privacy-and-cookie-policy","legal/privacy-and-cookie-policy",-140,[],"87c1eced-6cfa-4f7b-b764-eb0e5943b909",[],{"name":536,"created_at":537,"published_at":8,"updated_at":8,"id":538,"uuid":539,"content":540,"slug":554,"full_slug":555,"sort_by_date":17,"position":556,"tag_list":557,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":558,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":559,"default_full_slug":17,"translated_slugs":17},"GIFTCLOUD REWARDS EUROPEAN TERMS OF SERVICE","2026-07-29T08:40:03.933Z",203263196928615,"457f5c3b-eaaa-4778-92eb-402c30e351ee",{"_uid":12,"body":541,"Layout":35,"metatags":551,"component":41,"page_type":42,"page_category":43},[542,549],{"_uid":15,"media":543,"theme":21,"title":536,"layout":22,"eyebrow":18,"component":23,"cta_link_1":545,"cta_link_2":546,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":547,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":544},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":548},{},{"id":18,"_uid":32,"component":33,"html_content":550},"PLEASE READ THIS DOCUMENT CAREFULLY. IT CONTAINS IMPORTANT INFORMATION ABOUT YOUR RIGHTS AND OBLIGATIONS. IT ALSO CONTAINS A DISPUTE RESOLUTION CLAUSE.\n\nWelcome to Giftcloud Rewards. We are glad you have chosen to use our website (the \"Giftcloud Services\"). We are committed to providing the best possible service and convenience for you. Before you get started, you must read and agree to these Terms of Service. Thank you.\n\nThese Terms of Service are between Invitation Digital Limited of Merchants House, Wapping Road, Bristol, BS1 4RW, a private limited company registered in England with company registered number 06570126 and its registered office is 1st Floor North, Merchants House, Wapping Road, Bristol BS1 4RW, trading as \"Giftcloud\", and you.\n\n**ACCEPTANCE OF TERMS OF SERVICE**\n\nBy using Giftcloud (\"Giftcloud,\" \"we\" or \"us\"), you accept and agree to be bound by these Terms of Service. Giftcloud may at any time modify these Terms of Service. You can review the most current version of it by clicking on the \"Terms of Service\" link located at the bottom of the Giftcloud website, [www.giftcloud.com](https://www.giftcloud.com/uk). The most current version will supersede all previous versions. By continuing to use the Giftcloud Services after changes are made you agree to be bound by such changes.\n\n**PRIVACY**\n\nAny information that you submit, or we collect when you are using the Giftcloud Services is subject to the Giftcloud Privacy Policy, the terms of which are incorporated into these Terms of Service and can be found here.\n\nIn order to utilise the services offered by Giftcloud, we request that you provide us with your email address and or mobile number. Providing this information is mandatory in order to receive your gift. You must provide a valid email address or mobile number that you have the authority to access. Any gifts that are found to have been delivered to an email address or mobile number without such authority may be invalidated by us without notice.\n\nYou confirm and agree that all information provided and any such further information that may be provided by you to us from time to time during the course of this Agreement is true, complete and accurate.\n\nYou confirm and agree that we will not be held liable for any errors or omissions that you provide to us. We will use our reasonable endeavours to correct any errors or omissions as soon as practicable after being notified of them.\n\n**LIMITATIONS ON USE**\n\nYou must be at least 13 years old to use the Giftcloud Services, or, if you are not at least 13, you may download and/or use the Giftcloud Services only in conjunction with, and under the supervision of, your parent or guardian. If you do not qualify, please do not download the Giftcloud application. We reserve the right to decline a transaction and/or prevent your use of the Giftcloud Services in the event that we discover you are not 13 years of age or you are acting without the consent of your parent or guardian where required.\n\nAll gift cards are subject to the individual terms and conditions of the issuing merchant. Please refer to these terms to be aware of the limitation of use.\n\nThe gift card may only be redeemed with merchant based in the United Kingdom.\n\nThe choice of gift card(s) available is determined by the promoter of the Campaign and as such any complaints about the choice of gift card(s) available should be directed at the original promoter of the Campaign.\n\nThe URL used to access the Giftcloud Services is unique to you and must be kept securely. You must keep this Code confidential and immediately notify us in the event that any authorised third party becomes aware of that Code or if there is any unauthorised use of your email address or any breach of security known to you. You agree that we are not responsible or liable in the event that a person to whom your Code is disclosed uses (and/or transacts via) our website and services.\n\nWe reserve the right to amend the application and to update product information from time to time \\[(details of such updates and changes we will endeavour post on our website)\\].\n\n**INTELLECTUAL PROPERTY**\n\nGiftcloud and/or its licensors are the sole owners of the Giftcloud Services, which includes any software, domains, and content made available through it. The Giftcloud Services are protected by United Kingdom and International copyright and other intellectual property laws. It is for your own personal and non-commercial use only, and Giftcloud grants you a limited licence for that purpose. Without limitation, this means that you may not sell, export, license, modify, copy, reverse engineer, distribute or transmit any of the Giftcloud Services without Giftcloud's prior express written permission. Any unauthorized use of any of the Giftcloud Services will terminate the limited licence granted by us. Giftcloud and its graphics, logos, icons and service names related to the Giftcloud Services are registered and unregistered trademarks or trade dress of Invitation Digital Limited. They may not be used without Giftcloud's prior express written permission. All other trademarks not owned by Giftcloud that appear in connection with the Giftcloud Services are the property of their respective owners, who may or may not be affiliated with, connected to or sponsored by Giftcloud. Nothing in these Terms of Service and/or any use of the Giftcloud Services shall transfer any intellectual property to you.\n\n**ELECTRONIC COMMUNICATIONS**\n\nBy using the Giftcloud Services, you consent to receiving electronic communications and notices from Giftcloud. These will be limited to communications about your gift. You agree that any notice, agreement, disclosure or other communications that we send to you electronically will satisfy any legal communication requirements, including that such communications be in writing. Further details can be found in our [Privacy Policy](https://www.giftcloud.com/uk/privacy).\n\n**YOUR CONDUCT**\n\nBy using the Giftcloud Services, you agree not to upload, post, e-mail or otherwise send or transmit any material that contains viruses or any other computer code, files or programs designed to interrupt, destroy or limit the functionality of any computer software or hardware or telecommunications equipment associated with the Giftcloud Services. You also agree not to interfere with the servers or networks connected to the Giftcloud application or to violate any of the procedures, policies or regulations of networks connected to the Giftcloud Services, the terms of which are incorporated herein. You also agree not to: (1) impersonate any other person while using the Giftcloud Services; (2) conduct yourself in a vulgar, offensive, harassing or objectionable manner while using the Giftcloud Services; (3) use the Giftcloud Services for any unlawful purpose; or (4) resell or export the software associated with the Giftcloud Services.\n\nGiftcloud does not promote, recommend or condone use of the Giftcloud Services during certain activities, such as automobile driving, where there is a significant risk of accident. You agree not to use the Giftcloud Services during such activities.\n\n**THIRD PARTY OFFERS**\n\nThe Giftcloud Services may contain links to third party web sites or programs that are not controlled by or affiliated with Giftcloud. Giftcloud is not responsible for the content, offers or privacy policies of such sites and programs, including, without limitation, your redemption of such offers or a merchant's refusal to honour any offer. Your dealings with third party sites are solely between you and the applicable third party.\n\n**EXCHANGES/REFUNDS**\n\nGift cards cannot be refunded or exchanged for cash once chosen and delivered. Once gift cards are delivered we have no way of refunding them.\n\nAll gift cards are subject to the individual terms and conditions of the issuing merchant. Please refer to these terms before redeeming your gift card.\n\n**NO WARRANTY & LIABILITY LIMIT**\n\nGiftcloud provides the Giftcloud Services \"as is\" and without any warranty or condition, whether express, implied or statutory. Giftcloud specifically disclaims any implied warranties of title, merchantability, fitness for a particular purpose and non-infringement.\n\nGiftcloud, its shareholders, directors, officers, employees or agents be liable shall not be liable or responsible (jointly or severally) for:\n\n1. any loss or damage that is not foreseeable (loss or damage is foreseeable if they were an obvious consequence of Giftcloud's breach or if they were contemplated by you and Giftcloud at the time we entered into these Terms of Service\n2. any loss or damage not caused by any Giftcloud breach of these Terms of Service;\n3. any errors or omissions in the Giftcloud Services beyond Giftcloud's control;\n4. any failures, delays or interruptions in the Giftcloud Services beyond Giftcloud's control;\n5.  any damage to your mobile device or other device;\n6. and conduct by other users of the Giftcloud Services; nor\n7. any failure to perform, or delay in performance of, any of Giftcloud's obligations under these Terms of Service that is caused by an act or event beyond Giftcloud's reasonable control.\n\nGiftcloud only supplies the Giftcloud Services for domestic and private use. You agree not to use the Giftcloud Services for any commercial, business or re-sale purposes, and Giftcloud shall have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.\n\nGiftcloud reserves the right to deliver the Giftcloud Services in our sole and absolute discretion.\n\nIf any applicable authority holds any portion of this section to be unenforceable, then liability will be limited to the fullest possible extent permitted by applicable law.\n\nRisk and title will pass to the customer upon delivery of the gift card. Giftcloud can take no liability for any lost, stolen or damaged gift card once responsibility of ownership has passed to the customer at time of delivery. Giftcloud are not directly linked to any of retailers whose products are listed in our range. In the event that any one such product or company is placed in either administration or receivership there is no obligation on Giftcloud to replace or exchange any previously issued, unspent gift vouchers or gift cards.\n\nThe funds on a gift card or gift voucher are not covered by the Financial Services Compensation Scheme. In the unlikely event of the issuer of a gift card or gift voucher becoming insolvent some funds on a gift card or gift voucher may not be available to spend. If the value of an item you wish to purchase is less than the value of the gift voucher or gift card, the retailer may not refund the difference.\n\n**NO GUARANTEED CARD**\n\nGiftcloud is not responsible for Card vendors that are no longer in business and is not responsible for the actions or products of any Card vendor. Giftcloud reserves the right to immediately discontinue supplying Purchaser Cards when a Card vendor: discontinues a prepaid card program; or files a petition in bankruptcy, for a reorganization, or for the appointment of a receiver or trustee, or makes an assignment or petitions for or enters into an arrangement for the benefit of its creditors, or if a petition in bankruptcy is filed against vendor.\n\n**INDEMNITY**\n\nYou agree to indemnify and hold Giftcloud and its related companies, and each of their respective shareholders, directors, officers, employees, agents and merchant partners harmless from and against any third-party claim or cause of action, including reasonable attorneys' fees and court costs, arising, directly or indirectly, out of your refusal to perform your obligations and/or responsibilities under these Terms of Service, your defective performance of these Terms of Service, your deliberate misuse of the Giftcloud Services or your deliberate violation of any law or the rights of any third party.\n\n**DISPUTES**\n\n**GOVERNING LAW**\n\nYou agree that these terms of service or any claim, dispute or controversy (whether in contract, tort or otherwise, whether pre-existing, present or future, and including statutory, common law and equitable claims) between you and Giftcloud arising from or relating to these Terms of Service, their interpretation or breach, termination or validity, the relationships which result from these Terms of Service, the Giftcloud Services, Giftcloud's advertising or any related transaction shall be governed by and construed in accordance with the laws of England and Wales.\n\n**GENERAL**\n\nIf any provision of these Terms of Service is held to be invalid or unenforceable, such provision shall be struck out, and the remaining provisions shall be enforced. Headings are for reference purposes only and in no way define, limit, construe or describe the extent or scope of such section. Our failure to enforce any provision of these Terms of Service shall not constitute a waiver of that or any other provision. These Terms of Service set forth the entire understanding and agreement between you and Giftcloud with respect to the subject matter hereof.\n\nForce Majeure; Giftcloud cannot be held responsible for failure to meet its service obligations when any failure is brought about due to some cause totally beyond its reasonable control. Examples of this might include: acts of God, trade disputes; governmental intervention, fire, flood, and disruption to computer and IT infrastructure.\n\n**GENERAL**\n\nIf you have any questions about these Terms of Service or the download and/or use of the Giftcloud Rewards application, please contact us at:\n\nInvitation Digital Limited\n\nMerchants House\n\nWapping Road\n\nBristol\n\nBS1 4RW\n\nUnited Kingdom\n\nEmail: [hello@giftcloud.com](mailto:hello@giftcloud.com)\n\nCompany Number: 657 0126\n\nVAT number: 284465375",{"_uid":37,"title":552,"plugin":39,"og_image":18,"og_title":18,"description":553,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"GIFTCLOUD REWARDS EUROPEAN TERMS OF SERVICE | Hyperoptic","Legal section | GIFTCLOUD REWARDS EUROPEAN TERMS OF SERVICE | Hyperoptic","giftcloud-rewards-european-terms-of-service","legal/giftcloud-rewards-european-terms-of-service",-130,[],"a1cdf651-6a15-4b65-8475-c1bb694367ae",[],{"name":561,"created_at":562,"published_at":8,"updated_at":8,"id":563,"uuid":564,"content":565,"slug":579,"full_slug":580,"sort_by_date":17,"position":581,"tag_list":582,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":583,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":584,"default_full_slug":17,"translated_slugs":17},"Complaints Code of Practice","2026-07-29T08:17:26.380Z",203257636392162,"c9cb8339-a986-45d8-9bfd-5b3d932bf9fc",{"_uid":12,"body":566,"Layout":35,"metatags":576,"component":41,"page_type":42,"page_category":43},[567,574],{"_uid":15,"media":568,"theme":21,"title":561,"layout":22,"eyebrow":18,"component":23,"cta_link_1":570,"cta_link_2":571,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":572,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":569},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":573},{},{"id":18,"_uid":32,"component":33,"html_content":575},"We care about always providing you with an exceptional service. However, there may be a time when you’re not happy with us or our services.\n\nThis Hyperoptic Complaints Code of Practice (“Complaints Code”) lets you know how to make a complaint and how to take your complaint further, if you need to. If you’re unhappy with any part of our service, please contact us and we’ll do our best to sort out your complaint or query.\n\n**ABOUT US**\n\nHyperoptic Ltd (“Hyperoptic”) is a full fibre internet service provider (“ISP”). We’re a limited company registered in England and Wales under company number 07222543 and our registered office and main trading address is at Kings House, 174 Hammersmith Road, London, W6 7JP. Our VAT number is 164 6525 96.\n\nWe’re regulated in the UK by Ofcom, the UK communications regulator. We’re also a member of the UK Internet Service Providers Association (“ISPA”) and Communications Ombudsman (an independent alternative dispute resolution service).\n\n**ABOUT THIS COMPLAINTS CODE**\n\nOfcom requires that all ISPs have a complaints code of practice to protect their:\n\n• **residential customers**;  \n• **small business** customers (meaning business customers with 10 or fewer individual workers (including volunteers)); and  \n• **customers which are small not-for-profit organisations** (these are business customers with 10 or fewer individual workers (excluding volunteers) which, under their own constitutions or by law, are (a) required (after paying their expenses/outgoings) to use all their income, and any capital they spend, for charitable or public purposes and (b) prohibited from (directly or indirectly) distributing any of their assets to their members, except for charitable or public purposes).\n\nIf you are such a customer of our services, this Complaints Code applies to you and when we refer to you in this document, we use “Customer”, “you” or “your”.\n\nYou may also have rights under the law and/or under whichever of our [Automatic Compensation Policy](https://www.hyperoptic.com/legal/post/automatic-compensation-policy/) and our [Make it Right policy](https://www.hyperoptic.com/legal/post/make-it-right-policy/) applies to you, and this Complaints Code doesn’t affect those rights.\n\nThis Complaints Code covers the internet and/or telephone service (if you’ve chosen to use it) provided to you by Hyperoptic.\n\nIn this Complaints Code, all references to “we”, “us” or “our” are references to Hyperoptic.\n\n**HANDLING COMPLAINTS**\n\n**Initial Complaint**\n\nWe’re committed to addressing your complaints or queries as fairly and quickly as possible. All members of our staff are aware of our Complaints Code and will always follow it, to make sure this happens.\n\nIf you’re unhappy with our services please let us know as soon as you can by emailing or calling our Customer Support, using the contact details set out in this section below. If you prefer, you can send a letter to the address shown below (although this isn’t as fast). We’ll do our best to sort things out as quickly as possible. If you’re not able to make a complaint yourself, someone else that you’ve “nominated” to manage your customer account on your behalf can make the complaint for you. If you’ve not already nominated such a person, you can set this up in the “Profile” section of My Account. Alternatively, you can contact our Customer Support team (using the details below) and they can help you with this. You can contact our Customer Support on:\n\nE-mail: [support@hyperoptic.com](mailto:support@hyperoptic.com)\n\nTelephone: [0333 332 1111](callto:0333%20332%201111)\n\nLive chat: via our website (\u003Chttps://www.hyperoptic.com/contact-us/>)\n\nPost: Hyperoptic Ltd, Kings House, 174 Hammersmith Road, London, W6 7JP (marked “Complaints”)\n\n**How We’ll Respond**\n\nWe’ll try our best to sort out your complaint or query during your first call or chat with us, if you phone or use the Live chat option on our website to tell us about it. If you tell us about your complaint by email or post, we’ll try to sort things out within 48 working hours of receiving your complaint. Where it isn’t possible to sort things out so quickly, we’ll let you know the steps we plan to take to look further into and resolve your complaint. We’ll also give you timeframes in which we’ll try to do this. If you prefer to receive a written response from us, then please ask.\n\n**If You’re Not Satisfied**\n\nIf, when we tell you the outcome of your complaint, you’re not fully satisfied with the way we handled it, or you think we haven’t resolved it completely, please send your complaint by email or post to our Customer Support using the contact details shown above. Once we’ve received your complaint, we’ll acknowledge it within 48 working hours and aim to respond to you within 10 working days.\n\n**Escalating Your Complaint**\n\nOnce you have our response, if you’re still unhappy, you can escalate the problem to our Customer Relations Team. You can email them at [complaints@hyperoptic.com](mailto:complaints@hyperoptic.com) or send them a letter at the address for “Post” set out above. Once they've received your email or letter, they’ll acknowledge it within 48 working hours and try their best to respond to you within 10 working days.  \nIf, after this, you remain unhappy about how we handled your complaint, please let our Customer Relations Team know by email at [complaints@hyperoptic.com](mailto:complaints@hyperoptic.com) or letter at the address for “Post” set out above and they will further escalate it to our Customer Relations Team Lead. You’ll receive an acknowledgement to your email or letter within 48 working hours and our Customer Relations Team Lead will try their best to respond to you within 10 working days.\n\n**Resolved Complaints**\n\nWe’ll treat your complaint as resolved in a way you’re happy with, if:\n\n• you’ve clearly let us know that this is the case; or  \n• when we’ve told you the outcome of our investigation into your complaint, you don’t tell us within 28 days that you think the complaint is still unresolved.\n\n**Independent Adjudication**\n\nIf we can’t sort out your complaint (in a way you’re happy with) within a period of 8 weeks (for complaints raised before 8th April 2026), or 6 weeks (for complaints raised on or after 8th April 2026), or if we decide before the 8 or 6 week-period (whichever applies to your complaint) has expired that we can’t do anything more to resolve things, we’ll issue a “deadlock” letter. You can then, if you choose, complaint through Communications Ombudsman. Communications Ombudsman offers an independent alternative dispute resolution scheme. It’s approved by Ofcom for the handling of consumer disputes. Its services are free of charge for our Customers (to whom this Complaints Code applies).\n\nYou can contact Communications Ombudsman by telephone on [0330 440 1614](tel:+443304401614), by email at [enquiry@commsombudsman.org](mailto:enquiry@commsombudsman.org) or via its website, [www.commsombudsman.org](https://www.commsombudsman.org/).\n\nPlease note that Communications Ombudsman will only deal with your complaint if you’ve first followed Hyperoptic’s internal complaints procedure in full. If Communications Ombudsman does deal with your complaint then an independent adjudicator will decide how your issue should be resolved, based on the details of your complaint.\n\nIf you’re unhappy with the way we or Communications Ombudsman deal with your complaint, you can contact Ofcom, the independent regulator and competition authority for the UK communications industries, at Ofcom Contact Centre, Riverside House, 2A Southwark Bridge Road, London SE1 9HA, Tel: +44 (0) 300 123 3333 or +44 (0) 20 7981 3040, website: www.ofcom.org.uk\n\nYou can also get further help and advice from your local Citizens Advice Bureau but this isn’t part of our formal complaints procedure.\n\n**Ofcom Approved Complaints Code (“OACC”)**\n\nWe follow the OACC when dealing with complaints from our Customers. You can find the OACC here: \u003Chttps://www.hyperoptic.com/wp-content/uploads/documents/Ofcom-approved-complaints-code.pdf>.\n\n**NUMBER PORTING COMPENSATION SCHEME**\n\nIf you choose to use our telephone service, you can ask your existing telephone provider to transfer (or “port”) your old number to our service. If the porting is possible, we’ll email you with a “porting date”. We do this after agreeing the date with your existing telephone provider (which depends on all the “Activation Steps” needed for the transfer being in place). If the number transfer hasn’t happened 1 business day after the porting date, you can claim compensation from us. Compensation will be payable from the 2nd business day after the porting date, until the date the number porting is complete. For more information on this process and the “Activation Steps” needed, please see clause 13 of our [Residential Customer Terms of Service](https://www.hyperoptic.com/legal/post/terms-of-service/).  \nWe calculate the compensation you’re due by dividing your applicable monthly subscription payment (including any discount being applied) by the number of days in that month and then multiplying this by the number of days’ delay for which you can claim compensation. Minimum credit of £3. Any compensation awarded will be added to your next monthly bill (as a credit). Any compensation you’re awarded will fully and finally settle any claim you may have against us (now or in the future) in respect of the delay.\n\n**AUTOMATIC COMPENSATION POLICY AND “MAKE IT RIGHT” POLICY**\n\nSometimes, when things go wrong and there’s a delay in providing you with the internet service or telephone service that you ordered from us, or a delay in repairing a fault in these services, or one of our engineers misses an appointment you’ve arranged with us to have these services installed or repaired, we might compensate you automatically. You can find further details about this in our [Automatic Compensation Policy ](https://www.hyperoptic.com/legal/post/automatic-compensation-policy/)or our “[Make It Right](https://www.hyperoptic.com/legal/post/make-it-right-policy/)” Policy (whichever applies to you).\n\n**HOW TO GET A COPY OF THIS COMPLAINTS CODE**\n\nThis Complaints Code is published on our website at [www.hyperoptic.com](https://www.hyperoptic.com/). If you’ve any questions about the Complaints Code, or would like to receive a paper copy, please contact our Customer Support by sending an email to [support@hyperoptic.com](mailto:support@hyperoptic.com) or phoning [0333 332 1111](callto:0333%20332 1111), or writing to us at\n\nHyperoptic Ltd  \nKings House,  \n174 Hammersmith Road,  \nLondon,  \nW6 7JP\n\nmarked for the attention of “Customer Support”.\n\n**CUSTOMERS WITH SPECIAL NEEDS**\n\nHyperoptic welcomes all customers, including those with special needs. We’re committed to providing a supportive and non-discriminatory environment. To help our customers with special needs, we can supply large print, Braille or audio versions of this Complaints Code and any of our literature, including all our legal pages, on request. For this or any other help with special needs (i) when using our services or (ii) in relation to an agreement for services you have with us, you can contact our Customer Support by email, telephone or letter (as set out in the previous paragraph).\n\n**DATE**\n\nThis Complaints Code of Practice is effective from 30th June 2026.",{"_uid":37,"title":577,"plugin":39,"og_image":18,"og_title":18,"description":578,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"Complaints Code of Practice | Hyperoptic","Legal section | Complaints Code of Practice | Hyperoptic","complaints-code-of-practice","legal/complaints-code-of-practice",-120,[],"03639af3-16e1-4574-82b6-18b4285d5219",[],{"name":586,"created_at":587,"published_at":8,"updated_at":8,"id":588,"uuid":589,"content":590,"slug":604,"full_slug":605,"sort_by_date":17,"position":606,"tag_list":607,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":608,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":609,"default_full_slug":17,"translated_slugs":17},"Refer and Earn Terms and Conditions","2026-07-29T08:39:18.914Z",203263012535795,"a7822e30-c638-4aa0-a012-8691c436f22d",{"_uid":12,"body":591,"Layout":35,"metatags":601,"component":41,"page_type":42,"page_category":43},[592,599],{"_uid":15,"media":593,"theme":21,"title":586,"layout":22,"eyebrow":18,"component":23,"cta_link_1":595,"cta_link_2":596,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":597,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":594},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":598},{},{"id":18,"_uid":32,"component":33,"html_content":600},"The promoter of this refer and earn scheme (the “Scheme”) is Hyperoptic Ltd, registered in England and Wales under company number 7222543 and with registered office at Kings House, 174 Hammersmith Road, London, England, W6 7JP (“**Hyperoptic**”). Please read the following terms and conditions carefully. These Terms and Conditions (“**Terms**”) govern the Scheme and apply to both Referrers and Friends (both as described below).\n\n**How to take part as a referrer under this Scheme (“Referrer”)**\n\n1. Current Hyperoptic residential and business customers:  \n   Any Hyperoptic residential customer can be a Referrer (unless they are excluded - see ‘Who is excluded?’ below) and can take part in the Scheme by visiting [My Account](https://www.hyperoptic.com/myaccount-login/) to get their unique web link (“**Referral Link**”).\n2. Other Refferers:\n   1. a former Hyperoptic business customer;\n   2. a former Hyperoptic residential customer; or\n   3. an individual that has registered interest in receiving Hyperoptic’s services at your property;\n\n   In each case, unless you are excluded - see ‘Who is excluded?’ below.\n\n   If you receive an email from Hyperoptic inviting you to take part as a Referrer under the Scheme (“**Invitation Email**”) and are eligible to do so, you can click on the link in the Invitation Email and follow the instructions to sign up to the Scheme. When you sign up, you must use the email address that you previously registered with Hyperoptic. You will then be provided with your Referral Link. If you fall within a category described in clauses 2a)- 2c) and are eligible (and would like) to participate in the Scheme as a Referrer, but have not received an Invitation Email, you can click on this link \u003Chttps://www.hyperoptic.com/registerreferrer/> and follow the instructions, using the email address that you previously registered with Hyperoptic.\n\n**Making referrals**\n\n3. To make a referral under this Scheme, a Referrer must share their Referral Link with someone who is:\n   1. not currently Hyperoptic customers;\n   2. happy to receive the Referral Link; and\n   3. eligible to take part in this Scheme (see ‘Who is excluded?’ below)  \n      (“Friends”).\n4. If the Friend then uses the Referral Link to register their details and make a “Qualifying Purchase” (see clauses 7 to 11), and that Qualifying Purchase is a “Qualifying Referral” (see clause 12), the Friend and the Referrer can each receive a Reward. Rewards are described in clauses 13 to 14.\n\n**Who is excluded?**\n\n5. Neither Hyperoptic employees nor their family members can take part in this Scheme (as a Referrer or a Friend).\n6. You cannot be a Friend under this Scheme if you or anyone in your household has been a Hyperoptic customer within the 24 months before you use a Referral Link to order Hyperoptic’s service.\n\n**Qualifying Purchases and Qualifying Referrals**\n\n 7. A “**Qualifying Purchase**” is the order, by a Friend, of:\n    1. Hyperoptic’s 150Mb, 500Mb or 1Gb residential broadband service; or\n    2. Hyperoptic’s 150Mb, 250Mb, 500Mb or 1Gb business broadband service on Hyperoptic’s website using a Referral Link provided by a Referrer.\n 8. Orders for business services made under Hyperoptic’s Full-Service or Build-to-Rent offerings or which are otherwise for “Landlord Services” (as defined in Clause 7.1 of Hyperoptic’s Business Customer Terms of Service) are not Qualifying Purchases.\n 9. An order that is not placed via Hyperoptic’s website is not a Qualifying Purchase.\n10. An order that is initiated via a third party (including a comparison service provider), even if you click through from their website to order on Hyperoptic’s website, is not a Qualifying Purchase.\n11. Orders that are cancelled or otherwise terminated before the 31st day of active broadband service provided under that order, are not Qualifying Purchases.\n12. The first 20 Qualifying Purchases made in any calendar year using Referral Links from:\n    1. the same Referrer; and/or\n    2. anyone in the same household as the Referrer in a)\n\n    are \"**Qualifying Referrals**\".\n\n**Rewards**\n\n13. If you are eligible for a Reward under this Scheme (either as a Referrer or a Friend), Buyapowa Limited (“**Buyapowa**”) will send you an email (the “**Reward Email**”) with a link and details on how to choose and redeem your Reward described in clause 14. The Reward Email will be sent after the Friend’s order becomes a Qualifying Purchase (i.e. after the broadband service provided under their Qualifying Purchase has been active for at least 30 days).\n14. The “Reward” in relation to a Qualifying Purchase will be:\n    1. ` `\n\n\n    1. If the Qualifying Purchase is for residential broadband services on a **Monthly Rolling Package\\*** or with a **12 month** minimum commitment period:\n       - for packages of 150Mb or 500Mb - a £25 voucher\n       - for packages of  1Gb - a £40 voucher\n    2. If the Qualifying Purchase is for residential broadband services with a **24 month** minimum commitment period:\n       - for packages of 150Mb or 500Mb - a £50 voucher\n       - for packages of  1Gb - a £75 voucher\n    3. If the Qualifying Purchase is for business broadband services on a Monthly Rolling Package\\* or with a 12 month minimum commitment period:\n       - for packages of 150Mb, 250Mb or 500Mb - a £25 voucher\n       - for packages of  1Gb – a £40 voucher\n    4. If the Qualifying Purchase is for business broadband services with a 24 month or 36 month minimum commitment period:\n       - for packages of 150Mb, 250Mb or 500Mb - a £50 voucher\n       - for packages of  1Gb – a £75 voucher\n\n    In each case, the available vouchers to choose between will be as follows:\n    1. Amazon voucher redeemable at amazon.co.uk; or\n    2. John Lewis voucher redeemable at any of their UK stores or online at [johnlewis.com](http://johnlewis.com/); or\n    3. Tesco voucher redeemable at any of their UK stores or online at [tesco.com](https://www.tesco.com/)\n\n    A Reward will only be made available to any Referrer or Friend who is eligible for it under these Terms. Where any Referrer who is a business customer receives a Reward, it may only be used for the benefit of the business.\n15. If a chosen Reward is no longer available, Hyperoptic reserves the right to provide a replacement reward of at least equal value.\n16. You must use the link within the Reward Email to claim your Reward within 90 days of the Reward Email being sent to you.\n17. It is your responsibility to check the terms and conditions for using the Reward (including its expiry date) – these will be sent to you with the Reward.\n18. The Reward Email should be kept securely – Hyperoptic is under no obligation to replace it if you lose or delete it.\n\n**General**\n\n18. A Referrer cannot refer themself or anyone else at their address as a Friend.\n19. This Scheme cannot be used in conjunction with any other offer.\n20. Personal data supplied during the course of this Promotion will only be processed as set out in Hyperoptic’s Privacy Policy available at [www.hyperoptic.com/legal/post/privacy-and-cookiepolicy](https://www.hyperoptic.com/legal/post/privacy-and-cookie-policy/). Hyperoptic will share your name and email address with Buyapowa so that they can send you the Reward Email.\n21. Hyperoptic reserves the right to hold void, cancel, suspend, or amend this Scheme, where it becomes necessary to do so. Hyperoptic reserves the right to end this Scheme at any time on reasonable notice.\n22. Hyperoptic will withhold Rewards if it reasonably suspects fraudulent activity. All decisions made by Hyperoptic are final.\n23. Hyperoptic reserves the right to refuse to apply this Scheme and/or to send a Reward to anyone in breach of these Terms or where their Hyperoptic account is in arrears.\n24. The Scheme is in no way sponsored, endorsed or administered by, or associated with, Gmail, Whatsapp, or Twitter or Facebook or any other form of social media message service. By entering this Scheme, you are providing information to Hyperoptic and not to Gmail, Whatsapp, or Twitter, or Facebook or other message service and agree to release Gmail, Whatsapp, Twitter and Facebook from any liability associated with the Scheme.\n25. Hyperoptic’s services, under this Scheme or otherwise, are only available at premises which are already covered by Hyperoptic’s network.\n26. Hyperoptic’s [Business Customer Terms of Service](https://www.hyperoptic.com/legal/post/business-customer-terms-of-service/) will apply to any order for Hyperoptic’s Business Broadband Service. Hyperoptic’s [Residential Customer Terms of Service](https://www.hyperoptic.com/legal/post/terms-of-service/) will apply to any order for Hyperoptic’s Residential Broadband Service.\n27. Sometimes we may choose to ignore it if you break a provision of these Terms, or we may choose not to enforce a particular provision of these Terms. If we do this, we will still have the right, in the future, to enforce that (or any other) provision of these Terms, including by taking action against you.\n28. Relevant United Kingdom law will apply to these Terms and the relevant courts of the United Kingdom will have exclusive jurisdiction in relation to these Terms.\n\n\\*As defined in our Residential Customer Terms of Service and Business Customer Terms of Service. ",{"_uid":37,"title":602,"plugin":39,"og_image":18,"og_title":18,"description":603,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"Refer and Earn Terms and Conditions | Hyperoptic","Legal section | Refer and Earn Terms and Conditions | Hyperoptic","refer-and-earn-terms-and-conditions","legal/refer-and-earn-terms-and-conditions",-110,[],"20067b65-341e-4995-a8a2-ce48804a7878",[],{"name":611,"created_at":612,"published_at":8,"updated_at":8,"id":613,"uuid":614,"content":615,"slug":629,"full_slug":630,"sort_by_date":17,"position":631,"tag_list":632,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":633,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":634,"default_full_slug":17,"translated_slugs":17},"Price Match Guarantee Offer","2026-07-29T08:38:40.214Z",203262854016082,"e8b72c8d-807c-42be-8708-9673b454f913",{"_uid":12,"body":616,"Layout":35,"metatags":626,"component":41,"page_type":42,"page_category":43},[617,624],{"_uid":15,"media":618,"theme":21,"title":611,"layout":22,"eyebrow":18,"component":23,"cta_link_1":620,"cta_link_2":621,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":622,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":619},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":623},{},{"id":18,"_uid":32,"component":33,"html_content":625},"If your address qualifies for this price match offer (as confirmed by Hyperoptic via the postcode/address checker on this [webpage](https://www.hyperoptic.com/price-match-guarantee/)), in the event that you, our residential customer, find that one of our competitors offers a Residential Full Fibre Broadband or Residential Full Fibre Broadband & Phone Service, with the same service (or better) specifications as us but at a lower price than we are offering you, and that competitor can also install and supply the service in your home, as long as their service falls within the terms of our offer (see below) we will match their price.\n\n**Here’s how to report the better deal to us:**\n\n- Email us at support@hyperoptic.com\n- Give us a call on 0333 332 1111\n- Chat with us via our website\n- Raise a ticket in your My Account\n\n#### **Terms of offer**\n\nThis price match offer is open to new Hyperoptic customers who have not yet signed up for our service, and existing Hyperoptic customers within their first 30 days of service, in either case, whose address qualifies for this offer (as confirmed by Hyperoptic via the postcode/address checker on this [webpage](https://www.hyperoptic.com/price-match-guarantee/)). .\n\nYou’ll need to report your price match claim to us (in any of the ways set out above), attaching material that shows the competitor’s offer meets the conditions below (for example a screen shot or legible photo of the offer, a weblink of the offer etc.). We’ll verify the competitor's offer and, if it meets the conditions below, we’ll match their price (and refund you the price difference by way of bill credits) if the following conditions are met:\n\n#### **Conditions**\n\n**Service Availability:** The price of the competitor’s service you report to us (the “Reported Service”) is publicly available to all customers and the competitor can install and supply that service at your property.\n\n**Speed:** The Reported Service provides the same (or higher) average download and upload speeds, achievable by 50% or more of their users at peak time (8.00pm to 10.00pm), as those for our compared service (“Our Service”).\n\n**Price\\*:** The price for the Reported Service is lower than that for Our Service, when taking into account monthly charges for broadband, as well as any installation, activation, set-up, post & package, or other ancillary fees (over the same minimum commitment or minimum contract period, if one applies).\n\n#### **Contract / Minimum Commitment:**\n\n- Where Our Service is monthly rolling:\n  - the Reported Service must also be a monthly rolling service and\n  - the comparison will relate to the price (for one month’s service, taking account of the other fees set out in “Price” above).\n- Where Our Service has a minimum commitment period, the Reported Service must have the same or shorter minimum commitment period:\n  - we’ll compare the two prices over the duration of the minimum commitment period for Our Service (usually 12 months)\n  - where the minimum commitment period for the Reported Service is shorter than for Our Service (or there is none), for the months where no minimum commitment period applies to the Reported Service, we’ll use in our price calculation the competitor’s standard monthly rolling rate for their equivalent service\n\n**Call Charges:** Our price match offer does not apply to call charges, special phone service price plans (such as our “Anytime UK landline Plan” or our “International Plan”), or ancillary products/services related to telephone services.\n\n**Offer ends:** This price match offer ends on 31st December 2027 so any price match claims must be reported to us on or before this date.\n\n**Other terms:**\n\n1. Hyperoptic reserves the right to refuse to apply the price match offer to anyone in breach of either these price match offer terms and/or of any other contract terms that apply between that person and Hyperoptic.\n2. Hyperoptic reserves the right to terminate, cancel, suspend, or amend this price match offer, if necessary.\n3. Personal data supplied during the course of price match offer will only be processed as set out in Hyperoptic’s Privacy Policy available at [www.hyperoptic.com/legal/post/privacy-and-cookiepolicy/](https://www.hyperoptic.com/legal/post/privacy-and-cookie-policy/).\n4. Hyperoptic’s services are only available at premises which are already covered by our network.\n5. Hyperoptic’s Residential Customer Terms of Service ([www.hyperoptic.com/legal/post/terms-of-service/](https://www.hyperoptic.com/legal/post/terms-of-service/)) will apply to your any order for Hyperoptic’s residential broadband services, residential phone services, and other related services.\n6. Hyperoptic may choose to ignore it, if you break a provision of these price match offer terms, or may choose not to enforce a particular provision of these price match offer terms. If we do this, we will still have the right, in the future, to enforce that (or any other) provision of these price match offer terms, including by taking action against you.\n7. Relevant United Kingdom law will apply to these price match offer terms and the relevant courts of the United Kingdom will have exclusive jurisdiction in relation to these price match offer terms.\n\n\\* This price match offer will take no account of the value of gift cards, pre-loaded credit/debit cards or other rewards promoted alongside the Reported Service at the point of purchase, or on the competitor’s or their affiliates’ websites. The price for the Reported Service must be available at the time of reporting or when you placed your order as a new customer - any expired offers will not be matched.",{"_uid":37,"title":627,"plugin":39,"og_image":18,"og_title":18,"description":628,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"Price Match Guarantee Offer | Hyperoptic","Legal section | Price Match Guarantee Offer | Hyperoptic","price-match-guarantee-offer","legal/price-match-guarantee-offer",-100,[],"b31639c3-3ff9-4a3a-92e0-d28958f7a120",[],{"name":636,"created_at":637,"published_at":8,"updated_at":8,"id":638,"uuid":639,"content":640,"slug":654,"full_slug":655,"sort_by_date":17,"position":656,"tag_list":657,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":658,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":659,"default_full_slug":17,"translated_slugs":17},"Automatic Compensation Policy","2026-07-29T08:37:37.487Z",203262597093441,"7941de94-78f8-4167-8d29-ccbc6b5e5627",{"_uid":12,"body":641,"Layout":35,"metatags":651,"component":41,"page_type":42,"page_category":43},[642,649],{"_uid":15,"media":643,"theme":21,"title":636,"layout":22,"eyebrow":18,"component":23,"cta_link_1":645,"cta_link_2":646,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":647,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":644},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":648},{},{"id":18,"_uid":32,"component":33,"html_content":650},"*In line with Ofcom requirements, the levels of Compensation payable under our Automatic Compensation Policy will be adjusted annually, every 1 April, based on Consumer Price Index (CPI) inflation as of 31 October in the previous year, as set out below. The payment increase will apply to any new service issues that occur from 1 April.* \n\nThis Automatic Compensation Policy (“**ACP**”) applies to your (legal) agreement for Hyperoptic’s residential broadband service or residential broadband and phone service (“**Agreement**”) unless:\n\na) our [Make it Right Policy](https://www.hyperoptic.com/legal/post/make-it-right-policy/) (“**MRP**”) applies to your Agreement (your latest Contract Information document will confirm if this is the case); or  \nb) after fully following Ofcom’s process for changing customer contracts, we changed your Agreement so that our MRP applies in place of this ACP.\n\nIn this ACP, “**we**”, “**us**” and “**our**” refer to Hyperoptic, while “**you**” and “**your**” refer to any Hyperoptic residential customer to whom this ACP applies (as set out above). References to our website are to [www.hyperoptic.com](http://www.hyperoptic.com/). \n\n \n\n**1. ABOUT US**\n\nHyperoptic Ltd (“**Hyperoptic**”) is a full fibre internet service provider (“**ISP**”) and a limited company registered in England and Wales. Our company number is 07222543, our registered office and main trading address is at Kings House, 174 Hammersmith Road, London, W6 7JP and our VAT number is 164 6525 96. \n\nWe’re regulated in the UK by Ofcom, the UK communications regulator. We’re also a member of the UK Internet Service Providers Association (“**ISPA**”) and the Communications Ombudsman (an independent alternative dispute resolution service), about both of which there are further details in our [Complaints Code of Practice.](https://www.hyperoptic.com/legal/post/code-of-practice/) \n\n \n\n **2. ABOUT THIS ACP**\n\nWe aim to provide you with an exceptional service.\n\nHowever, sometimes things go wrong and there may be a delay either in providing you with the broadband service and/or telephone services you ordered from us (“**Service**” or “**Services**”), or in repairing a fault in those Services, or it may happen that one of our engineers misses an appointment you’ve arranged with us to have those Services installed or repaired.\n\nWe recognise the inconvenience that these delays and missed appointments (we’ve called these “**Service Issues**”) can cause – which is why we compensate you for them, as explained below.\n\nThis ACP sets out how, if all the conditions relating to the Service Issues described below apply to you, we’ll provide you with compensation (“**Compensation**”) automatically, without you needing to make a claim for it.\n\nNote that:  \na) even if you’re entitled to compensation under this ACP, you can still make a complaint if you’re unhappy about any part of our service and we’ll do our best to sort out your problem or query – our Complaints Code of Practice sets out how you can do this; and  \nb) compensation paid to you under this ACP doesn’t limit any other legal rights you may have as a consumer.\n\n \n\n**3. COMPENSATION**\n\n**3.1 Compensation for delayed activation (Service Issue 1)**  \n\nUnless section 3.4 applies, we’ll compensate you automatically if we don’t activate the Service(s) you ordered from us (which can include an upgrade of existing Services) by 11.59pm on the date we initially confirmed with you in writing that the activation would happen (the “**Agreed Activation Date**”). This compensation won’t apply where you’re switching to Hyperoptic from another communications provider at your current premises (i.e. where our Service(s) will replace some or all of the services they’re providing to you at those premises) – see section 3.4 below in relation to compensation for delays relating to such switches. \n\nThe “**Service Issue 1 Daily Compensation Amount**” for the period:   \n1 April 2025 to 31 March 2026 is £6.24  \n1 April 2026 to 31 March 2027 is £6.46\n\nIf you’re entitled to Compensation under this section 3.1, we will pay the Service Issue 1 Daily Compensation Amount if we fail to activate your Service(s) on the Agreed Activation Date and also for each full day following that Agreed Activation Date where those Service(s) have still not been activated until (but not including) either the first alternative date on which we offer to activate those Service(s) or, if earlier, the date you or we cancel or end those Service(s). \n\nFor example, if your Agreed Activation Date is on a Wednesday (in June 2026) but we delay activating your Service(s) until Thursday, then we’ll compensate you £6.46 for missing the Agreed Activation Date. If instead we delayed activation until a day later (so your Service(s) became available on Friday), then £12.92 would be payable (£6.46 for missing the Agreed Activation Date and another £6.46 for the full day you had to wait (Thursday) before your Service(s) were activated on Friday).  \n\nWe’ll also be treated as having missed your Agreed Activation Date if we fail to provide you with a Hyperhub router by that date (and you tell us that you haven’t received it), unless we can prove that we correctly posted it to you. \n\nYou don’t have to make a claim for Compensation under this section 3.1. We simply let you know if you’re entitled to it and automatically credit the amount we owe to your account with us (“**your Hyperoptic Account**”), as explained in section 3.5 below. \n\nIf you’re entitled to it, you’ll still receive Compensation under this section 3.1 even if you’re also entitled to Compensation for one of our engineers missing their appointment with you (as set out in section 3.3 below). \n\nNote that the limits and exclusions set out in sections 3.6 and 3.7 below, will apply to any Compensation for delayed activation under this section 3.1. \n\n**3.2 Compensation for delayed repair (Service Issue 2)** \n\nWe’ll compensate you for a delayed repair, if we’ve provided you with our Service(s) and you: \n\n**(i)** report to us (either by calling us on 0333 332 1111, by emailing us at [support@hyperoptic.com](mailto:support@hyperoptic.com) or by raising a ticket in the My Account section of our website) that you can’t access the public internet, or, if we’ve provided you with our telephone service (which works over the internet), that you can’t make calls using that Service (we call this a “**Loss of Service**”); and \n\n**(ii)** after we check your Service(s) (either by engineer visit or testing remotely) we find that there’s an access problem, for which we should record (or have recorded) a fault; and \n\n**(iii)** the fault isn’t repaired by 11.59pm either on the day 2 working days after you reported it (or are treated as having reported it – see next paragraph) (the “**Report Time**”) or by such later date as you request. \n\nNote that unless we have you registered for “Priority Fault Repair”, if you report the Loss of Service on a non-working day or outside the “standard working hours” of 9.00am to 5.00pm on a working day, the Report Time will be 9.00am on the first working day after your report. If we have you registered for “Priority Fault Repair” under our Ofcom obligations, the Report Time will be treated as the time we first became aware of the fault, even if you only reported it to us later.  \n\nSo, for example, if you report a Loss of Service(s) during standard working hours on Monday (or, where we have you registered for “Priority Fault Repair”, if we first become aware of your Loss of Service during that time), we’ll pay you Compensation if we haven’t fixed that fault by 11.59pm on Wednesday (unless you asked for a later repair time). \n\nWe won’t (as set out in section 3.7(i) below) have to pay you any Compensation under this section 3.2 where the delay is due to you not accepting the first date we offer you to sort out your Service Issue. \n\nTo be eligible for the Compensation, your Loss of Service should be due to an unplanned change in the way the network on which we provide your Service(s) (our “**Network**”) is working. We won’t compensate you for disruption to your Service(s) caused by planned work being carried out on our Network that we’ve already told you about. \n\nThe “**Service Issue 2 Daily Compensation Amount**” for the period:   \n1 April 2025 to 31 March 2026 is £9.98  \n1 April 2026 to 31 March 2027 is £10.34\n\nIf you’re entitled to Compensation under this section 3.2, we will pay the Service Issue 2 Daily Compensation Amount for missing the time limit set out in paragraph (iii) above and also for each full day that your Loss of Service continues after that time limit. \n\nFor example, if you’re entitled to Compensation under this section 3.2 for a Loss of Service which you reported to us in June 2026, we’ll pay you £10.34 for missing the time limit set out in paragraph (iii) above and (if it applies to you) a further £10.34 for each full day that your Loss of Service continues after that time limit. \n\nIf you’ve reported the Loss of Service and the other conditions of the Compensation apply to you, you don’t need to make a separate claim for the Compensation - we’ll automatically credit the amount we owe to your Hyperoptic Account, as explained in section 3.5 below. \n\nIf you’re entitled to it, you’ll still receive Compensation under this section 3.2 even if you’re also entitled to Compensation for one of our engineers missing their appointment with you (as set out in section 3.3 below). \n\nIf you report to us (by phone, email or by raising a ticket in the My Account section of our website, each as described in paragraph (i) above) that you can’t access the internet using our broadband service or make calls using our telephone service within 48 hours of our repairing a previous fault that’s eligible for Compensation and the new fault has the same underlying cause, then the way we’ll calculate any Compensation to which you’re entitled for this, will be as if the first fault had carried on without repair. \n\nSo, if you reported your first Loss of Service in June 2026 during standard working hours on Monday, if it was fixed on Thursday and was eligible for Compensation under this section 3.2, you’d receive £10.34 Compensation because the repair hadn’t been completed by the end of Wednesday (11.59pm on the day 2 working days after the Report Time). If you then reported a further Loss of Service within 48 hours of that repair, for example on Saturday, and this Loss of Service had the same underlying cause as the first Loss of Service, if this new Loss of Service was repaired on Monday (with no further Loss of Service), you’d be compensated as if the first Loss of Service (that you had reported on the previous Monday) had carried on until then. This means you’d also get £10.34 Compensation for each of Thursday, Friday, Saturday and Sunday. \n\nNote that the limits and exclusions set out in sections 3.6 and 3.7 below, will apply to any Compensation for a delayed repair under this section 3.2. \n\n**3.3 Compensation for missed engineer appointment (Service Issue 3)** \n\nWe’ll compensate you for a missed engineer appointment if: \n\n**(i)** we’ve confirmed an engineer appointment slot with you; and \n\n**(ii)** you need this appointment in order for us to provide you with, or to repair, our broadband Service (which includes an upgrade to a Service with a higher speed); and \n\n**(iii)** the engineer fails to arrive during that appointment slot, \n\nexcept if **a)** we’ve called you (and left a message if you do not pick up the call) at least 24 hours before the beginning of your slot to tell you that this appointment has been changed or cancelled (we’ll also follow this up with a message to the email address you’ve registered with us (“**your Registered Email Address”**), confirming the same) or **b)** you agree with us to change the slot for another slot that same day. \n\nThe “**Service Issue 3 Compensation Amount**” for the period: \n\n1 April 2025 to 31 March 2026 is £31.19  \n1 April 2026 to 31 March 2027 is £32.31\n\n If you’re entitled to Compensation under this section 3.3, we will pay the Service Issue 3 Compensation Amount where we miss an engineer appointment slot. \n\nYou don’t have to make a claim for Compensation under this section 3.3. We simply tell you as soon as we know you’re entitled to it and automatically credit the amount we owe to your Hyperoptic Account, as explained in section 3.5 below. \n\nIf you’re entitled to it, you’ll still receive Compensation under this section 3.3 even if you’re also entitled to Compensation under any of sections 3.1, 3.2, or 3.4). \n\nNote that the limits and exclusions set out in sections 3.6 and 3.7 below, will apply to any Compensation for a missed engineer appointment under this section 3.3. \n\n**3.4 Compensation for delayed switching at the same premises (Service Issue 4)** \n\nWe’ll compensate you automatically if: \n\n**(i)** you order Service(s) from us, as a new customer, for your premises; and \n\n**(ii)** at the time of that order, and for those same premises, you’re already receiving broadband and/or fixed line (i.e. landline) services from another communications provider (your “**Current Provider**”), under a legal agreement you have with them; and \n\n**(iii)** we haven’t Completed the Switch by 11.59pm on the Agreed Switch Date.  \n\n“**Completed the Switch**” means activated the Service(s) and sent your Current Provider a Switch Trigger Message. \n\n“**Agreed Switch Date**” means: \n\na) the exact date on or by which we said we’d activate the Service(s), which we confirmed to you in writing after issuing your Contract Information document1; or, if you received no such date from us \n\nb) the date set out in your Contract Information document for delivery of the Service(s). \n\n“**Switch Trigger Message**” is a message from us to your Current Provider telling them that we’ve completed all our parts of the switch. This lets your Current Provider know that they should not charge you for their services which are due to end as a result of the switch, after the day we send that message. \n\nThe “**Service Issue 4 Daily Compensation Amount**” for the period: \n\n1 April 2025 to 31 March 2026 is £3.00 (Level A compensation) or £6.24 (Level B compensation), as applicable.\n\n1 April 2026 to 31 March 2027 is £3.00 (Level A compensation) or £6.46 (Level B compensation), as applicable. \n\n*Level A compensation* applies if we did not send your Current Provider a Switch Trigger Message on the Agreed Switch Date (so you continued to have their service after the Agreed Switch Date) \n\n*Level B compensation* applies if we sent your Current Provider a Switch Trigger Message on the Agreed Switch Date.\n\nIf you’re entitled to Compensation under this section 3.4, we will pay the applicable Service Issue 4 Daily Compensation Amount if we fail to activate the Service(s) on the Agreed Switch Date and also for each full day following the Agreed Switch Date where the Service(s) have still not been activated until (but not including) either the date on which activation happens or, if earlier, the date you or we cancel or end those Service(s). \n\nFor example, if your Agreed Switch Date is on a Monday (in June 2026) but we don’t activate the Service(s) until Tuesday, then, if *Level A compensation* applies, we’ll compensate you £3.00 for not activating the Service(s) on the Agreed Switch Date. If, instead, we delayed activating the Service(s) until Friday, then £12.00 would be payable - £3.00 for missing the Agreed Switch Date and another £3.00 for each of the 3 full days you had to wait (Tuesday, Wednesday and Thursday) until activation.  \n\nWe’ll also be treated as having failed to activate the Service(s) on the Agreed Switch Date if we fail to provide you with a Hyperhub router by that date (and you tell us that you haven’t received it), unless we can prove that we correctly posted it to you. \n\nYou don’t have to make a claim for Compensation under this section 3.4. We simply let you know if you’re entitled to it and automatically credit the amount we owe to your Hyperoptic Account, as explained in section 3.5 below. \n\nIf you’re entitled to it, you’ll still receive Compensation under this section 3.4 even if you’re also entitled to Compensation for one of our engineers missing their appointment with you (as set out in section 3.3 above). \n\nNote that the limits and exclusions set out sections 3.6 and 3.7 below will apply to any Compensation for delayed switching under this section 3.4. \n\n**3.5 Payment of Compensation** \n\nIf you’re entitled to Compensation for delayed activation, delayed repair, a missed engineer appointment, or delayed switching, as set in sections 3.1, 3.2, 3.3 and 3.4 above, we’ll credit your Hyperoptic Account with the amount due to you. \n\nIf, at the time we pay your Compensation, you have either never received a bill from us or won’t (for any reason) be receiving any further bills from us, we’ll make the payment directly into your bank account, using the most recent bank details you’ve provided us with in connection with your Hyperoptic Account. \n\nYour Hyperoptic Account (or, if you won’t be receiving any bill from us, your bank account) will be credited with the Compensation no later than: \n\n**(i)** for delayed activation (as described in section 3.1 above), 30 days after **a)** the Service Issue is sorted out or **b)** either you or we end or cancel the Service(s) intended to be activated, whichever happens earlier; \n\n**(ii)** for delayed repair (as described in section 3.2 above), 30 days after **a)** the Service Issue is sorted out or **b)** either you or we end or cancel the affected Service(s), whichever happens earlier; \n\n**(iii)** for a missed engineer appointment (as described in section 3.3 above), 30 days after the date of the missed appointment; and \n\n**(iv)** for delayed switching (as described in section 3.4 above), 30 days after **a)** the Service Issue is sorted out or **b)** either you or we end or cancel the Service(s) you ordered from us under the switch, whichever happens earlier \n\nEven if your Hyperoptic Account is credited with Compensation within the 30 day period described above, the amount may only appear on a bill we issue after those 30 days have ended. \n\n**3.6 Limits on Compensation** \n\nWe won’t pay Compensation for any period after either you or we have lawfully ended or cancelled the affected Service(s). \n\nCompensation applies on a “per order” rather than “per service” basis. This means that if you have ordered both our broadband and our telephone Services for your premises, and both Services are affected at the same time, you can’t receive separate Compensation for each Service – we’ll just make one Compensation payment in respect of both Services. \n\nWe won’t pay Compensation for faults which aren’t in our Network or which don’t relate to our Services. \n\nIf we send a notice to your Registered Email Address (a “**Notice**”) which satisfies the conditions set out in the following paragraph (including sub-paragraphs **(i)** to **(iii)** below), we won’t have to pay you any Compensation for delayed activation, delayed repair or delayed switching referred to in that Notice, related to any time after 30 days from the date of that Notice. \n\nWe won’t send you a Notice sooner than 30 days after you become eligible for Compensation for delayed activation, delayed repair or delayed switching. Any Notice we send you will set out: \n\n**(i)** the date on which the Compensation to which it relates will stop (the “**Stop Date**”), which can’t be less than 30 days from the date of the Notice; \n\n**(ii)** that you won’t have to pay a Service Termination Fee (as set out in our [Guide to Charges and Fees for Residential Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf)) if you want to end or cancel the Service(s) to which the Notice relates before the Stop Date (even if we activate or restore that/those Service(s) to you before the Stop Date); and \n\n**(iii)** that you can still raise your delayed activation, delayed repair or delayed switching as a complaint (as set out in our [Complaints Code of Practice](https://www.hyperoptic.com/legal/post/code-of-practice/)) and how, if we can’t resolve your complaint within 8 weeks (complaints raised before 8th of April), 6 weeks (complaints raised after 8th of April) you may then be able to take the matter to an independent alternative dispute resolution provider (again, as set out in our [Complaints Code of Practice](https://www.hyperoptic.com/legal/post/code-of-practice/)). \n\nIf neither of us ends or cancels the affected Service(s) before the Stop Date, we’ll use reasonable efforts to try and reduce the impact of your not having the affected Service(s). If this isn’t possible, we’ll continue to pay Compensation for it, unless you’ve unreasonably refused any offer we make of an alternative arrangement to help solve your Service Issue. \n\nNothing set out above explaining how we can limit Compensation by sending you a Notice affects any right that **a)** you may have to cancel your Service(s) or claim any other compensation or **b)** we may have to cancel or end those Service(s). \n\n**3.7 Exceptions** \n\nWe won’t pay you Compensation if: \n\n**(i)** you’re at fault for the Service Issue or you prevent the Service Issue from being sorted out. This means, for example, that to be eligible for Compensation, you must give us the access we need to your premises and/or relevant equipment. It also means that we won’t pay you Compensation for delayed activation, delayed repair or delayed switching where the delay is due to you failing to accept the earliest date on which we offer to fix those Service Issues; \n\n**(ii)** we reasonably believe that your report of a Loss of Service is baseless and intended to be a nuisance to us, or untrue, or dishonest, or trivial; \n\n**(iii)** an event occurs for which emergency regulations have been made under Part 2 of the Civil Contingencies Act 2004, and our obligation to pay the Compensation is due to the effects of this event and couldn’t reasonably be avoided by us; \n\n**(iv)** we could reasonably expect that if we took the action needed to prevent us having to pay the Compensation, we would (or would be likely to) breach a law or regulation; \n\n**(v)** you’ve committed an offence under sections 125 or 126 of the Communications Act 2003 (these legal provisions relate to dishonestly obtaining communications services); \n\n**(vi)** you’re in breach of the terms and conditions which apply to your affected Service(s); \n\n**(vii)** the fault doesn’t relate to the Service(s) we’re providing you with; or \n\n**(viii)** the fault is caused by other equipment or activity at your premises. \n\nOther than as set out in this section 3.7, we’ll pay any Compensation due to you, where your Service Issue was caused by something outside of your or our control. \n\n**This policy is effective from 26 June 2026.** ",{"_uid":37,"title":652,"plugin":39,"og_image":18,"og_title":18,"description":653,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"Automatic Compensation Policy | Hyperoptic","Legal section | Automatic Compensation Policy | Hyperoptic","automatic-compensation-policy","legal/automatic-compensation-policy",-90,[],"609a0644-4ae7-4a57-a4ca-180eb747f371",[],{"name":6,"created_at":7,"published_at":8,"updated_at":8,"id":9,"uuid":10,"content":661,"slug":44,"full_slug":45,"sort_by_date":17,"position":46,"tag_list":672,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":49,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":673,"default_full_slug":17,"translated_slugs":17},{"_uid":12,"body":662,"Layout":35,"metatags":671,"component":41,"page_type":42,"page_category":43},[663,670],{"_uid":15,"media":664,"theme":21,"title":6,"layout":22,"eyebrow":18,"component":23,"cta_link_1":666,"cta_link_2":667,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":668,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":665},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":669},{},{"id":18,"_uid":32,"component":33,"html_content":34},{"_uid":37,"title":38,"plugin":39,"og_image":18,"og_title":18,"description":40,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},[],[],{"name":675,"created_at":676,"published_at":8,"updated_at":8,"id":677,"uuid":678,"content":679,"slug":693,"full_slug":694,"sort_by_date":17,"position":695,"tag_list":696,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":697,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":698,"default_full_slug":17,"translated_slugs":17},"Residential Customer Terms of Service","2026-07-29T08:16:14.638Z",203257342541024,"33b32044-3368-47c9-9f03-bdd301bf18ce",{"_uid":12,"body":680,"Layout":35,"metatags":690,"component":41,"page_type":42,"page_category":43},[681,688],{"_uid":15,"media":682,"theme":21,"title":675,"layout":22,"eyebrow":18,"component":23,"cta_link_1":684,"cta_link_2":685,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":686,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":683},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":687},{},{"id":18,"_uid":32,"component":33,"html_content":689},"**These Terms are effective from 16th July 2026.**\n\nWelcome to our Terms of Service for Residential Customers who’ve ordered and/or purchased our installation, broadband and/or telephone services. Please take time to read them as they contain important information about the services we’re providing you with. If you order or purchase any of our services (or are otherwise required to comply with our Residential Customer Terms of Service in connection with using our services), you’re agreeing to all the terms and conditions set out below and they become part of a legal agreement (or “contract”) between Hyperoptic and you.\n\nSome of the words we use in this document have particular meanings (we’ve given the first letter of these words a capital letter).  If their meaning is not explained where we’ve used them, they may be explained at the end of this document in Clause 22 (“Definition of Certain Words Used in these Terms”).\n\n \n\n**1. ABOUT US**\n\nHyperoptic Ltd (“Hyperoptic”) is an internet service provider (“ISP”). We’re a limited company registered in England and Wales under company number 07222543 and our registered office and main trading address is at Kings House, 174 Hammersmith Road, London, W6 7JP. Our VAT number is 164 6525 96. We’re regulated by Ofcom (the UK’s communications regulator) and are a member of (“ISPA”) (www.ispa.org.uk), which is the UK’s trade association for providers of internet services. ISPA has a Code of Practice, with rules which its members agree to follow.\n\n \n\n**2. THESE TERMS OF SERVICE**\n\n2.1 These Residential Customer Terms of Service (“Terms”) are part of your legally binding Residential Customer Service Agreement (“Agreement”) with us. The other documents which are part of this Agreement are listed below in Clause 2.6. The Agreement sets out the terms and conditions for our supplying you with any of the following services: our Internet Service, our Telephone Service, and any Additional Service (including installation services related to any of these), as well as our Installation-only Service. We refer to all these as “Services”.\n\n2.2 Unless you just order or purchase our Installation-only Service, the Service we provide you with will include our Internet Service (at the Package speed selected by you). It may also include either use of a Hyperhub or access to our Services via a Hyperoptic wireless access point, maintenance and support services, use of one or two Minihubs, our Telephone Service, installation services, and/or any Additional Services we’ve agreed to provide you with, depending on your Order.\n\n2.3 Our Telephone Service may not offer all the features you expect from a traditional phone line and is dependent on your connection to our Network and our Network being available. The Telephone Service may sometimes be unavailable due to factors over which we have no control. This includes power disruptions and failures in our Network. It is important that you understand and agree this before signing up for the Telephone Service.\n\n2.4 Our Telephone Service allows calls to the emergency services numbers 999/112 but calls to these services will fail if there’s a power cut or if your Internet Service fails. You must explain this to anyone who may use our Telephone Service at your Home. You understand and accept that you should always have another way to call 999/112 emergency services (whether by using the existing copper wire phone line to your Home or another alternative). If you have our Telephone Service and you depend on it, either because you are more likely to need to call emergency organisations, and/or because you don’t have a reliable alternative means of calling emergency organisations (e.g. you have poor mobile phone coverage at your Home), you should contact Customer Support to let us know. They will offer you one or more Battery Back-Up Units (depending on how our Services have been installed at your Home), if we haven’t already provided you with this. The Battery Back-Up Units we provide are only meant to be used with the Hyperhub or with any fibre/media converter or ONT (optical network terminal) that we supply for your use in connection with our Services. You must not use them with any other equipment or use any other battery back-up unit (not supplied by us) with any of our Equipment. Before you use any Battery Back-Up Unit, you must read the [Battery Back-Up Unit Guide](https://www.hyperoptic.com/wp-content/uploads/documents/email-templates/Hyperoptic_user_guide_BBU.pdf). The Battery Back-Up Unit will only work to give “back-up” power to the Hyperhub or the fibre/media converter or ONT (optical network terminal) to which it is connected when there is a power cut at your Home: (i) if it has been properly installed at your Home either by you (or someone on your behalf) correctly following the installation instructions we provide you with or by an engineer we send to your Home (at your request) to install it; (ii) if it has sufficient charge (it’s your responsibility to keep it charged – there’s a warning light on the Battery Back-Up Unit to help you do this); and (iii) for a continuous period of 1 hour, if the Battery Back-Up Unit is fully charged. If you use any Battery Back-Up Unit(s) during a power failure in order to use a telephone service that works over our Internet Service, you must use a corded telephone, which can be plugged directly into the Hyperhub and which doesn’t need any other power supply to work (as described in the [Battery Back-Up Unit Guide](https://www.hyperoptic.com/wp-content/uploads/documents/email-templates/Hyperoptic_user_guide_BBU.pdf)). You understand and accept that the Battery Back-Up Unit cannot provide power to a DECT cordless telephone. If you intend to use a Battery Back-Up Unit, you agree that you have fully understood, accepted and will follow the [Battery-Back-Up Unit Guide](https://www.hyperoptic.com/wp-content/uploads/documents/email-templates/Hyperoptic_user_guide_BBU.pdf), and also agree to follow any further instructions we may notify you about in connection with the Battery Back-Up Unit. Each Battery Back-Up Unit will need to be replaced after its lifespan period (which was notified to you when you ordered it) has expired; if you have (and are still eligible for) a Free Battery-Back Up Unit, we'll replace it, free of charge; if you have a Purchased Battery Back-Up Unit you'll be able to purchase a replacement via Customer Support, for a fee as set out in our [Guide to Charges and Fees for Residential Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf). We have a legal duty to provide you with a Purchased Battery Back-Up Unit that is as described to you on our website and during your order journey, and that meets all requirements imposed by law. If within the lifespan period of a Battery Back-Up Unit, you think there is something wrong with it, Clause 5.3 (“Equipment”) sets out how you can send it back to us to check it and repair the fault or replace the Battery Back-Up Unit, as necessary.\n\n2.5 You can find more details about how these Terms become legally binding on you under Clause 3 (“Placing an Order”) and about our Telephone Service below under Clause 13 (“Special Provisions Relating to the Telephone Service”).\n\n2.6 Your Agreement with us is made up of the following documents and includes any other document we refer to in them:\n\n(i) these Terms;\n\n(ii) any Order that you make, as set out in your Order Confirmation;\n\n(iii) your latest applicable Contract Information Document (if we sent you one);\n\n(iv) your latest applicable Contract Summary Document (if we sent you one);\n\n(v) our [Guide to Charges and Fees for Residential Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf);\n\n(vi) our [Privacy and Cookie Policy](https://www.hyperoptic.com/legal/post/privacy-and-cookie-policy/);\n\n(vii) our [Acceptable Usage Policy](https://www.hyperoptic.com/legal/post/acceptable-usage-policy/); and\n\n(viii) our [Automatic Compensation Policy](https://www.hyperoptic.com/legal/post/automatic-compensation-policy/) or our [Make it Right Policy](https://www.hyperoptic.com/legal/post/make-it-right-policy) (whichever applies to you)\n\nIf any of these documents contradict each other, a document higher up on this list takes priority. However, if there’s a difference about pricing between these Terms, your Order Confirmation/Contract Information Document/Contract Summary Document and the [Guide to Charges and Fees for Residential Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf), then the information set out in the Order Confirmation/Contract Information Document/Contract Summary Document should be followed in priority to the [Guide to Charges and Fees for Residential Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf), which in turn should be followed in priority to these Terms. In the same way, the terms of any promotion relating to your Order (as set out in your Order Confirmation/Contract Information Document/Contract Summary Document ), take priority over these Terms, as far as they differ from or contradict them.\n\n2.7 In these Terms all references to “we”, “us”, “our” and/or “Hyperoptic\" are references to Hyperoptic and all references to “you”, “Customer” and “your” are references to you, our Customer.\n\n2.8 The Services and Equipment we provide to you under these Terms must not be used for business purposes except for Home Working.\n\n \n\n**3. PLACING AN ORDER**\n\n3.1 You can order our Services:\n\n(i) via our Website, by completing our online Order process;\n\n(ii) by calling Customer Support and placing an Order by phone; or\n\n(iii) by placing an in-person Order through one of our field sales agents.\n\n3.2 If you place an Order as set out in Clause 3.1, this means that you agree to these Terms and the other documents set out in Clause 2.6 and are offering to purchase our Services on that basis. Your Order is placed when you either tick the box next to ‘I agree to the Terms of Service’ on our Website during our online Order process or by indicating the same during a phone or in-person Order process with one of our sales agents.\n\n3.3 Once we receive your Order, we’ll either send you an email confirming that we’ve received and accepted it (an “Order Confirmation”) or we’ll tell you that we can’t accept it (we won’t have to explain why). When we send your first Order Confirmation, your first Order and the Agreement become legally binding on you and us. This marks the start of the Agreement. Any further Order you make under the Agreement becomes legally binding on you and us when we send you an Order Confirmation in respect of it. We only provide our Services in the UK (unless we say otherwise in your specific Agreement).\n\n3.4 We can only supply our Services to an address which can receive them (you can check yours using the online address checker on our Website) and you must be at least 18 years old when you place your Order with us.\n\n3.5 If, when you order our (residential) Internet or Telephone Service as a new Customer, another provider is already supplying your Home with broadband and/or a fixed line (i.e. landline) telephone service(s) (under a legal agreement with you), you may be able to use the “One Touch Switch” process for your Order (we’ll let you know when you start your Order process). [Hyperoptic’s Residential Switching Guide](https://www.hyperoptic.com/legal/post/residential-switching-guide/) explains how that process works, including how we’ll let your existing provider know once our Services are active at your Home, so your existing provider will then end their services which you’re no longer keeping, without you needing to contact them at all. In any other case where you have an existing agreement for broadband or telephone services with another provider, and you want to end that agreement or any of those services, you’ll need to contact that other provider to tell them. For example, if you’re moving home and are ordering Hyperoptic’s Services for your new home, you’ll need to sort out ending the broadband and/or telephone services at your old home. In either case (i.e. whether or not you need to contact your existing provider to tell them you want to end their service(s)), you might have to pay the other provider termination and/or other charges related to their service(s). We’re not responsible for any of those charges.\n\n3.6 When first ordering our Services, you must provide us with a valid email address which we’ll register, along with your other Account details. We’ll generally use this “Registered Email Address” to contact you for anything related to your Agreement with us (although we may contact you in other ways, as set out in Clause 18 (“How we Contact Each Other”)). It’s important that you keep your email account available, that you regularly check emails sent to your Registered Email Address and that you keep your Account details up to date (see Clause 12.4 for more details on this).\n\n3.7 By placing an Order, you agree that Hyperoptic, or third parties acting on our behalf, may carry out credit checks on you (as described in Clause 17.2 (“Other General Provisions”)) using the information that you provide during the ordering process. \n\n3.8 When you place your Order, you may need to arrange for installation of the Equipment you will need at your Home, if you don’t already have a working Fibre Connector (that we can use) there (see Clause 7.1 (“Installation and Connection”)).\n\n(i) **Fibre Connector** - If your Home already has a working Fibre Connector that we can use, that Fibre Connector will be used to connect you to our Network. We’ll send you a Hyperhub through which you can connect to the Services you’ve ordered, unless you confirm when you place your Order that you already have one. We won’t send you a Hyperhub if we’re providing these Services via a Hyperoptic wireless access point.\n\n(ii) **Battery Back-Up Unit** - We’ll also send you one or more Battery Back-Up Units, if you ordered them either during your online or phone ordering process, by contacting Customer Support, or in some other way we told you about.\n\n(iii) **Total Wi-Fi Package** - If you’ve ordered a Total Wi-Fi Package, we’ll send you:\n\n(a) a Minihub. If we find that one Minihub isn’t enough to improve the Wi-Fi signal in your Home, we might send you a further Minihub (though there will be other things we’ll try first to help boost your signal); and\n\n(b) if you already have a Hyperhub at your Home but it isn’t compatible with Minihubs, a new Hyperhub. If we do this, you must return your old Hyperhub to us. You’ll need to provide the packaging for the return, and use the returns process set out [here](https://www.hyperoptic.com/help/router/what-to-do-with-an-old-router/). You’re responsible for ensuring that it reaches us in good working order. If we don’t receive it within 21 days of you receiving your new Hyperhub, or if we receive it in good time, but it’s faulty or damaged, we can charge you the full replacement value using your usual method of payment (normally direct debit).\n\nPlease see Clause 5.1 for more details on the Equipment we’ll send you. Once we connect you to our Network, we’ll send you a Service Activation Email and treat this date as your Services Start Date for your first Order.\n\n3.9 If, after sending you an Order Confirmation, but before we connect you to our Network, we find that we can’t provide you with the Services you requested, we’ll let you know. Your Agreement will end immediately after we tell you this and we’ll refund any Charges you’ve paid.\n\n \n\n**4. SERVICES PURCHASED BY THE LANDLORD OR BUILDING MANAGER IN MULTI-TENANTED DWELLINGS**\n\n4.1 This Clause 4 applies where the landlord or manager (the “Landlord”) of multiple dwelling units within a building which includes your Home (the “Building”) has entered into an agreement with us (the “Landlord Agreement”) under which we provide Services (the “Landlord Services”) to the Landlord’s tenants at that Building, which you can order and then use as our Customer. The Landlord Services include Services for which you pay us directly (“Upgrade Services”), if any, and Services for which the Landlord pays (“Standard Service”). Both the Upgrade Services and the Standard Service are Services which can be accessed in your Home. By purchasing an Upgrade Service, you may be able to choose a Package with a higher Internet Service speed (or better Internet Service coverage within your Home) than with the Standard Service, and/or Additional Services. If you’d like to receive any Landlord Services (including an Upgrade Service), you’ll have to send us an Order for them. In addition, it may be the case that we’re providing the Landlord with a Wifi service in the common parts of the Building. The Landlord may allow you to use this Wifi service (but only if you follow our Acceptable Usage Policy when you do) – however, this Wifi service will not be part of the Landlord Services and you will not be our customer in respect of it.\n\n4.2 We’ll only provide the Landlord Services to you, as set out in your Order Confirmation:\n\n(i) under and in accordance with the terms of the Agreement (which is made up of the documents set out in Clause 2.6 (“These Terms of Service”)); and\n\n(ii) if (and as long as) you follow all the terms of the Agreement – this means, for example, that we won’t provide you with the Landlord Services if you’re no longer the current occupier of the Home.\n\n4.3 The Landlord Services we provide you with will also depend on the terms of the Landlord Agreement. You understand that we may suspend or end our provision of the Landlord Services if:\n\n(i) we’re allowed to do this under the Landlord Agreement (this might happen if, for example, the Landlord doesn’t pay what it owes us);\n\n(ii) the Landlord asks us to do this (and is allowed to do so under the Landlord Agreement); or\n\n(iii) the Landlord Agreement ends,\n\nand we won’t accept any responsibility for this. (However, you may be able to order similar Services to the Landlord Services from us directly ­we’ll let you know if this is possible.)\n\n4.4 If you fail to pay for any Upgrade Services that you ordered, we may suspend or stop providing you with them (see Clause 8.6 (“Term of Agreement, Suspension, Restriction and Termination”)). Also, we may (if and as agreed with the Landlord) suspend providing you with the underlying Standard Service and you might be prevented from using any Wifi service that we’re providing the Landlord in the common parts of the Building, until we receive the outstanding payment for the Upgrade Services (and any applicable interest on it).\n\n4.5 Hyperoptic and the Landlord will between them deal with any problems relating to installation.\n\n4.6 You can report faults with the Landlord Services to us directly and ask us to fix them. We may incur costs in investigating and fixing these faults or carrying out work that you request. If the Landlord tells us to, we may bill you for these costs and you’ll have to pay them.\n\n4.7 If we provide you with Landlord Services via one or more Hyperoptic wireless access points, we’ll email you the details you’ll need to access those Services. You’ll need to use the same log-in details on each device you want to connect to those Services.\n\n4.8 You understand that we can only provide Upgrade Services if we’re also providing the Standard Service. If we suspend or end the Standard Service for any reason, your Upgrade Services will not work. We won’t accept responsibility for any such non-availability of the Landlord Services.  \n\n \n\n**5. EQUIPMENT**\n\n5.1 After we send you your first Order Confirmation, we’ll get things ready to connect you to the Services you ordered. When we’ve done this, we’ll provide you with all the Equipment you need. The Equipment may include a Hyperhub router (except where your connection to our Internet Service will be via a wireless access point), a booklet, power adaptors, cables, one or more Minihubs (if you ordered one of our Total Wi-Fi Packages), one or more Battery Back-Up Units (if you asked for this), a fibre/media converter and/or an ONT (optical network terminal), which we’ll send to the address you provided to us when you placed your Order (if it’s a document, we’ll also email it to your Registered Email Address), unless we have already installed/made these available at your Home. We’ll let you know what Equipment we’ll provide you and whether there’ll be an Activation Charge for your Services during the ordering process. Unless we tell you otherwise, you can use our Internet Service and/or our Telephone Service via an Ethernet cable using your own equipment and without using any Equipment supplied by us, if you wish. However, you must only use a Battery Back-Up Unit with Equipment supplied by us and following our instructions. If you didn’t request any Battery Back-Up Unit(s) during your ordering process, you can still request this later, at any stage while you remain our Customer, unless your connection to our Internet Service is via Hyperoptic wireless access points only and not through a router. You may have to pay a Battery Back-Up Unit Fee for this.\n\n5.2 In this Clause 5.2 only, where we mention Equipment, this doesn’t include any Purchased Battery Back-Up Unit. The Equipment (which includes any Hyperhub, Minihub,fibre/media converter, ONT (optical network terminal and/or Free Battery Back-Up Unit we’ve supplied you with) remains our property and is to be kept at your Home. You‘ll need to take good care of it all, as if it’s damaged in your care while you’re receiving our Services, you may have to pay us Charges to repair or replace it. The Equipment must always remain at your Home, even if you leave your Home or stop using our Services (unless you have to return the Hyperhub, Minihub(s), and/or any Free Battery Back-Up Unit to us, as set out in Clause 3.8 (“Placing an Order”), Clause 5.3 below, Clause 7.7 (“Installation and Connection”) or Clause 8 (“Term of Agreement, Suspension, Restriction and Termination”)). Please note that you mustn’t sell or transfer the Equipment to anyone else, export it or use it outside the UK. You must quickly provide us with any information we ask for about the location of the Equipment.\n\n5.3 If your Hyperhub, Minihub, Battery Back-Up Unit (during its lifespan period), or any other Equipment we provide to you is faulty, we’ll repair or replace it. This will be free of charge if the fault wasn’t caused by something which happened while the Equipment was in your care. Otherwise we can charge you for this, as described below. You’ll need to return any faulty Equipment to us using the returns process set out [here](https://www.hyperoptic.com/help/router/what-to-do-with-an-old-router/). You’ll need to provide the packaging for the return.\n\nWe’ll test the returned Equipment to see if it’s faulty and, if so, we’ll work out how the fault was caused. If we (acting reasonably) then think that the Equipment isn’t faulty or that the fault was caused by something which happened while the Equipment was in your care, we can charge you a Replacement Items Fee (details of this are in our [Guide to Charges and Fees for Residential Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf)).\n\n5.4 Except as set out in these Terms (see Clause 14 (“Our Liability to You and the Limits on Our Liability”)), we don’t accept responsibility for any loss or damage caused by the installation or use of the Equipment or of any Additional Equipment.\n\n \n\n**6. ACCESS, PERMITS AND VISITING YOUR HOME**\n\n6.1 You allow us (including our third-party contractors) to install, keep and use apparatus (related to providing you with our Services) at your Home. When we say “apparatus” here, and wherever we mention apparatus below, this includes Equipment and Additional Equipment. You agree that we and people working for us can enter your Home to:\n\n(i) carry out any work required to connect, maintain, change, replace or remove any apparatus related to supplying our Services; and\n\n(ii) inspect any apparatus related to supplying our Services.\n\n6.2 We’ll cause as little disturbance as we reasonably can when carrying out any work at your Home. We’ll repair, to your reasonable satisfaction, any damage that we, or people working for us, may cause at your Home.\n\n6.3 You’ll follow any reasonable instructions we (or our third-party contractors) give you and let us (or our third-party contractors) access your Home if we need to.\n\n6.4 You or a person given permission by you (who is aged 18 or over) will either be at your Home when we (or our third-party contractors) visit or will give us (or our third-party contractors) access to your Home on your behalf.\n\n6.5 You understand that you are providing us with, and will also get from anyone else, any consent or permission needed from you or that other person, if we have to cross your or their land or put our Equipment on your or their premises (including providing us with a Wayleave Agreement in a form we say is suitable for us). We don’t have to install or provide our Services until we have all the consents and permissions we need. If you can’t provide us with these then we can choose to end your Agreement with us. If this happens, we’ll refund any Activation Charge you’ve paid but you’ll still have to compensate us for any costs we incurred before the Agreement ended.\n\n6.6 You won’t do anything, or allow anything to be done, at your Home that may damage or interfere with any apparatus related to supplying our Services or prevent the use of or easy access to it. If any such apparatus is damaged other than through fair wear and tear, we can charge you for it to be repaired or replaced.\n\n6.7 You confirm that you’re:\n\n(i) the current occupier of the Home; and\n\n(ii) either the freeholder of the Home or a tenant under a lease with legally binding permission from the freeholder to install the Equipment there.\n\n6.8 We can’t normally be made to remove installed apparatus if you end the Agreement or move from your Home. Except for any Purchased Battery Back-Up Unit, all apparatus that we supply to you including the Hyperhub and any Minihub remains our property and you won’t remove any of this without our written agreement, other than to return it to us, as set out in these Terms. Our Charges are based on all such apparatus remaining in place, unless these Terms require you to return any of it to us.  If the apparatus is removed (without the Terms stating that this should happen) or damaged, we can charge you whatever the cost of installation and/or replacement is at that time, using your usual method of payment (normally direct debit). We’ll let you know the amount you’ll be charged if and when that happens.\n\n6.9 This Clause 6 will still apply to you and us even after your Agreement for our Services has ended.\n\n \n\n**7. INSTALLATION AND CONNECTION**\n\n7.1 If your Internet Service and/or Telephone Service is provided via one or more Hyperoptic wireless access points, these should already be installed when you move into your Home and you should be able to use them to connect to our Network once you’ve ordered our Services and received a Service Activation Email. Otherwise:  \n(i) if there’s already a working Hyperoptic socket, optical network terminal (ONT) or fibre/media converter (we call all of these “Fibre Connectors”) in your Home that we can access, we’ll use that Fibre Connector to connect you to our Network (no installation work will be needed); or  \n(ii) if you don’t already have a working Fibre Connector (that we can use) in your Home when you place your Order, then, to connect you to our Network, either a Hyperoptic engineer or an engineer from our third-party contractor will need to install one.\n\nWhen you place your Order, you can choose an available date for this installation, via our Website. This installation date will be confirmed to you, in writing, before the engineer comes. Details about the installation process can be found in your Order Confirmation. You agree to help and cooperate with us as reasonably required to connect you to our Services. You can also request us to arrange for an engineer to install a Battery-Back-Up Unit at your Home, by properly connecting it to the Hyperhub and/or to any fibre/media converter or ONT (optical network terminal) we provided for your use in connection with our Services. This installation can be done at the same time as the engineer installs a Fibre Connector (if you need a Fibre Connector installed) or at any other time you arrange with us. Where our engineer, at your request, installs a Purchased Battery Back-Up Unit at your Home, you may have to pay an Installation Fee in respect of this. You can always install a Battery Back-Up Unit yourself instead and we provide instructions for this. If we supply you with any Free Battery Back-Up Unit(s), we will, at your request, arrange for an engineer to correctly install this at your Home free of charge and/or otherwise give you all the support you may need to make sure it’s correctly installed.\n\n7.2 Unless you choose to order or purchase the Installation-only Service, you’ll be given a dynamic IP address which is free of charge. This IP address will be re-assigned to Hyperoptic, or to another Hyperoptic customer, if your Internet Service is disconnected or ended for any reason. If you want a static IP address, and there is one available, we may be able to offer you one, though you’ll have to pay an additional charge.\n\n7.3 The actual speed and performance of your Internet Service will depend on various things, some of which are outside our control. For example, the technical capabilities of the devices you use to connect to the Service and of the Equipment (including the HyperHub and any Minihub) whether provided by us or not. Your Internet Service speed will be fastest if you connect only one device to your Hyperhub (or your Hyperoptic wireless access point, if you have one), and you use an Ethernet cable for that connection - though even here you will lose some throughput speed. Using the HyperHub or any Minihub (or your Hyperoptic wireless access point, if you have one) means that you can also connect your devices to our Services wirelessly. This makes it easier to access our Services across your devices but will mean a slower Service speed than with an Ethernet cable, due to the limitations of Wifi technology. Any applicable Contract Information Document and/or Contract Summary Document which we sent to you will set out speed-related information about your Internet Service. You accept that we can’t guarantee you’ll have maximum speeds at any time or that your connection will reach any specific speeds, other than as set out in our [Minimum Download Speed Guarantee](https://www.hyperoptic.com/legal/post/minimum-speed-guarantee/) . More details about speed and factors affecting speed (including the specifications for the Equipment) can be found in the FAQs on our Website. We’ll try to let you know about any issues and aim to sort them out as soon as we reasonably can.\n\n7.4 The Internet Service and any Telephone Service we provide to you under the Agreement will always be provided under a Package. The Package continues either until you change to another Package (with our agreement, as set out in this Clause 7.4), or until the Agreement is terminated (as set out in Clause 8 (“Term of Agreement, Suspension, Restriction and Termination”)). Unless you order a Monthly Rolling Package, your Package will be for a minimum commitment period lasting a certain number of months, which you agree to in your Order. We call this period the “Minimum Period”. During your Minimum Period, you can’t transfer to a new Package with a Minimum Period that is shorter than the full Minimum Period for your current Package, or to a Package with no Minimum Period. This means, for example, that during your Minimum Period you can’t transfer to a Monthly Rolling Package. Apart from this, you may be able to transfer from your current Package to another Package, but only if we are able to offer that other Package to you, at your Home at the time of your transfer request. If you do transfer to another Package in this way, the Minimum Period for your new Package will start on the date we begin providing your Services under it. Note that you can (i) add or remove any Additional Telephone Plans from/to your Telephone Service; (ii) add or remove any static IP address that we have agreed to provide you; or (iii) order a Battery Back-Up Unit, in each case at any time during your Agreement and without this changing the length of any Minimum Period that applies to your Package. You can make any of these changes, before or after your Services are activated, by contacting Customer Support with your request, through our Website ([www.hyperoptic.com](https://www.hyperoptic.com/)) or by email or letter. Be aware that if you change your Package to a different Package, then the Charges for the Services in your new Package might increase.\n\n7.5 We can end the Agreement after we receive your Order or even after we send you your Order Confirmation, but before we connect you to our Services in the following situations:\n\n(i) if you fail a credit check, or the bank, debit or credit card details you gave us are invalid and/or incorrect, or there are Charges you need to pay before we connect you but you haven’t paid these on time, or you’ve misused our Services before; or\n\n(ii) if we can’t provide the Services to your Home by the expected connection date for any reason; or\n\n(iii) for any other reasonable (in our opinion) reason.\n\nWe won’t accept responsibility for any costs or losses this causes you. However, if we end your Agreement before connection to our Services and this isn’t due to your fault or anything you’ve done or not done, we’ll refund any Charges you’ve paid.\n\n7.6 If (after we’ve confirmed a connection date for your Internet Service and/or Telephone Service), we don’t actually connect your Services for more than 1 month after this connection date and this isn’t due to your fault or anything you’ve done or not done, you can end the Agreement by telling us (by email, letter or phone) that you want to do so before your Services are activated. If you end the Agreement in this way, any Charges you have paid will be refunded to you.\n\n7.7 You have the right to change your mind about purchasing our Services and cancel the Agreement at any time up to (and including) the 30th day that our Internet Service is first active for your use as our Customer at your Home (the “Satisfaction Period”). This cancellation right is not available after the Satisfaction Period (including if, after the Satisfaction Period, you transfer to another Package during your continuing Agreement with us). You can cancel your Agreement during the Satisfaction Period by contacting Customer Support (using any of the methods set out in Clause 18.1 (“How We Contact Each Other”)) to let them know about your decision to cancel. Similarly, you can cancel just your purchase of a Purchased Battery Back-Up Unit by contacting Customer Support and telling them you want to do this at any time until the end of the 14th day following the day the Purchased Battery Back-Up Unit comes into your possession or the possession of a person you identified to take delivery of it. If you cancel your purchase as set out in this Clause 7.7, you should keep some proof of when you sent your request to cancel (to show that you sent it during the period permitted for cancelling) and return the Purchased Battery Back-Up Unit to us, in good condition, within 14 days after the day you cancel, using the returns process set out [here](https://www.hyperoptic.com/help/router/what-to-do-with-an-old-router/). You won’t incur any charges for cancelling in this way except as set out in the rest of this Clause 7.7. If you specifically request us (when you place your Order or at another time in writing) to start work on your Order within the Satisfaction Period, but then cancel your Agreement before the Satisfaction Period has ended, you’ll have to pay us an Order Cancellation Fee. This will be an amount which is in proportion to the costs we have incurred for Services we supplied until the time you cancelled, calculated on the basis of the price agreed for those Services under your applicable Order. If you ordered our Installation-only Service, you’ll have to pay for the services/works we carry out before you cancel, as set out in Clause 8.1. If you do cancel the Agreement within the Satisfaction Period, you must send back to us any Hyperhub, any Minihub and any Battery Back-Up Unit(s) which we’ve sent you, in good condition, within 14 days after the day you cancel your Order – if you don’t, you’ll have to pay us their full cost in addition to your Order Cancellation Fee. You’ll need to provide the packaging for the return, and use the returns process set out [here](https://www.hyperoptic.com/help/router/what-to-do-with-an-old-router/).\n\n7.8 In order to use our Services, unless your Home has a Hyperoptic wireless access point installed, you’ll need to keep a router and an Ethernet cable capable of connecting to our Network. If you’d like to use your own router or Ethernet cable to connect to our Services instead of the Equipment we supply, you can read the specifications for Equipment set out in our Website [FAQs](https://www.hyperoptic.com/help/) or ask Customer Support to help you check if your own equipment is suitable. If it isn’t suitable, you may not be able to receive our Services (or they may not work as well as if you were using the Equipment we supply).\n\n \n\n**8. TERM OF AGREEMENT, SUSPENSION, RESTRICTION AND TERMINATION**\n\n8.1 The Agreement starts on the date you receive your first Order Confirmation under it, and continues (even if you transfer to a new Package or make any other changes to the Services you receive under it) until it is terminated as set out in this Clause 8. Our Services will start on the initial Services Start Date. This will be the date we connect you to our Network and we send you the Service Activation Email. The Services Start Date for any further Package or Additional Service is the date we tell you by email that such Package or Additional Service has been activated. The Internet Service and any Telephone Service we provide to you under the Agreement will always be provided under a “Package”. Clause 7.4 (“Installation and Connection”) sets out when you can change your Package. Where a Minimum Period applies to any Package, this will be set out in the Order Confirmation for that Package and this Minimum Period will start on the Services Start Date for that Package. A Monthly Rolling Package has no minimum commitment period but does require you to give at least 30 days’ notice (the maximum notice you can give is 180 days or, if you either signed up on or after 8 July 2026 or you’ve specifically agreed this with us, 90 days) to end the Services we provide under it, unless Clause 8.5(i) applies. The Installation-only Service has no minimum commitment period either – there’s just a single one-off payment to make, prior to installation. If you order the Installation-only Service, you can order our Internet Services and/or Telephone Service afterwards from any offers we have available at that time and the Services Start Date will be decided as set out above. You can only end your Agreement for the Installation-only Service by cancelling it within the Satisfaction Period (if you’ve already paid for the Service, we’ll refund this amount to you). If you specifically ask us to start work on your Installation-only Service Order within the Satisfaction Period and then cancel your Order before the Satisfaction Period has ended, you’ll have to pay an amount proportionate to the cost of Services we’ve supplied you with until the time you cancel. However, if we finish our work before the Satisfaction Period has ended, you acknowledge that you’ll have to pay us in full for the Installation-only Service. Note that if any promotion is applied to your Order (as set out in your Order Confirmation), the terms of that promotion take priority over anything in this Clause 8 which differs from or contradicts them.\n\nWhile you’re within your Satisfaction Period, you can end the Agreement by cancelling it as set out in Clause 7.7 (“Installation and Connection”) above. Clauses 8.2 to 8.5, and Clause 8.6, set out how you can otherwise end the Agreement.\n\n8.2 You can end the Agreement at any time during the Minimum Period that applies to your current Package (if one does), by following the instructions in Clause 8.5(i) or 8.5(ii) (whichever applies to you) as long as you pay a Service Termination Fee. The amount of this Service Termination Fee depends on how much is left of your Minimum Period (further details of the Charge are set out in our [Guide to Charges and Fees for Residential Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf)). If you only wish to change your Package, please see Clause 7.4 above (“Installation and Connection”), to check if this will be possible.\n\n8.3 After your Minimum Period (if you had one), you can end the Agreement at any time without paying any Service Termination Fee, by following the instructions in Clause 8.5(i) or 8.5(ii) (whichever applies to you). If you only wish to change to another Package which is available at your Home, you can arrange this with our Customer Support without ending the Agreement.\n\n8.4 You can end the Agreement at any time during a Monthly Rolling Package by following the instructions in Clause 8.5(i) or 8.5(ii) (whichever applies to you). If you only wish to change to another Package which is available at your Home, you can arrange this with our Customer Support without ending the Agreement.\n\n8.5 How to end the Agreement:  \n(i) If you want to end the Agreement because you’re changing from our Service(s) to another provider’s broadband and/or fixed line (i.e. landline) telephone services for your Home, you may be able to use the “One Touch Switch” process when you order services from that other provider (they'll let you know). Under that process, your new provider will tell us when they’ve activated their services at your Home. We’ll then end the Agreement (and our Service(s)) on that date, without you needing to contact us. [Hyperoptic’s Residential Switching Guide](https://www.hyperoptic.com/legal/post/residential-switching-guide/) sets out how this will happen. Your new provider will also be able to give you information about this process.  \n(ii) Clause 8.8 sets out how you can end the Agreement in the specific circumstances set out in that Clause. If neither Clause 8.8 nor (i) above applies, to end the Agreement for our Service(s) you should contact us in one of the following ways:  \n(a) use the live webchat option on our Website to contact Customer Support;  \n(b) send an email (or letter) to Customer Support;  \n(c) phone Customer Support on 0333 332 1111,  \nexplaining that you want to end the Service(s). Customer Support will let you know, when they acknowledge your request to terminate, if you’ll have to pay a Service Termination Fee and if you do, how much it will be. Our Service(s) will end 30 days after we receive your request to end them (or any longer time up to 180 days or 90 days, as applicable (see Clause 8.1 above), after we receive your request, if you specifically ask for this and give us an exact number of days or an exact termination date), as long as we’ve received any applicable Service Termination Fee before then.  \n(iii) If you only want to end an Additional Services, you should let us know you this by contacting us in one of the ways set out above. Our Additional Service will end 30 days after we receive your request to end it (or any longer time up to 180 days or 90 days, as applicable (see Clause 8.1 above), after we receive your request, if you specifically ask for this and give us either an exact number of days or an exact termination date).\n\n8.6 We can end the Agreement or, if we choose, restrict or suspend some or all the Services immediately (and, other than in relation to (i) and (ix) below, without giving you notice) if:\n\n(i) you don’t pay us, by the due date, any money you owe us or you cancel the direct debit for your Services without agreeing another form of payment with us (although we’ll let you know by email to your Registered Email Address before we do this);\n\n(ii) you misuse any of our Services (see [Acceptable Usage Policy](https://www.hyperoptic.com/legal/post/acceptable-usage-policy/));\n\n(iii) you use the Telephone Service and go over any limit we’ve put on your Account (in which case we may restrict or suspend your Telephone Service);\n\n(iv) we think you’ve provided us with wrong or misleading information either to obtain the Services and/or the Equipment or at any time during the ordering process or our supply of the Services;\n\n(v) we think you (or another person at your Home or using your Services) have committed, or may be committing, any fraud against us and/or any other person or organisation by using the Services or the Equipment (or both);\n\n(vi) you or anyone you allow to deal with us on your behalf acts in a way towards our staff or agents which we think is inappropriate enough to justify suspending or restricting a Service;\n\n(vii) we’re no longer allowed to connect, maintain, change or replace the Equipment;\n\n(viii) we need to comply with an order, instruction or request of Government, an emergency services organisation or other authority that we are required to obey;\n\n(ix) (by giving you notice) if we think it’s necessary for security, technical or operational reasons;\n\n(x) (by giving you notice) if either our legal authority to operate as a public communications provider is suspended for any reason;\n\n(xi) if we’re entitled to do so under Clause 4 (“Services Purchased by the Landlord or Building Manager in Multi-Tenanted Dwellings\").\n\n8.7 For your and our protection we can suspend the Services if the number of calls made or Call Charges incurred by you has increased so much that we think the Services aren’t being used in a similar way to your previous use. We’ll try to contact you before suspending the Services but won’t accept any responsibility for any loss you suffer from the suspension. We won’t provide the Services again until we’re satisfied that you know of the increased Telephone Service use and that you’ll pay any increased Charges. We may also:\n\n(i) ask you to pay a deposit to us, which we can keep as security (in case you don’t pay all your Charges); or\n\n(ii) prevent you from making international calls and/or premium rated calls if, we think they form a significant part of your Charges.\n\n8.8 Either you or we can end the Agreement by giving 30 days’ written notice (by email or letter) to the other:\n\n(i) if one of us seriously breaks the Agreement (and doesn’t put it right within 30 days of a written notice telling them they’re breaking the Agreement);\n\n(ii) if something outside our reasonable control prevents us from providing the Services for a continuous period of more than 30 days; or\n\n(iii) if the other can’t pay its debts or becomes insolvent or bankrupt; and\n\n(iv) we (but not you) can end the Agreement, for any other reasonable (in our opinion) reason.\n\n8.9 Sometimes we may choose to ignore it if you break a term of the Agreement, or we may choose not to enforce a particular term of the Agreement. If we do this, we’ll still have the right to enforce or take action against you for breaking that (or any other) term of the Agreement in the future.\n\n8.10 If we restrict or suspend your Services (as set out in Clauses 8.6 or 8.7), you’ll still have to pay all the Charges for your Services, as if you still had them, unless we (in our sole opinion) think that applying such Charges is unreasonable in the relevant circumstances.\n\n8.11 If we end your Services (as set out in Clauses 8.6 or 8.8) then you’ll still have to pay the Charges for your Services (as if you still had them) for another 30 days after we end them, as well as a Service Termination Fee if those 30 days end within a Minimum Period for your Services, unless we (in our sole opinion) think that applying such Charges and (if applicable) Service Termination Fee is unreasonable in the relevant circumstances.\n\n8.12 If the Agreement ends for any reason, you must return any Hyperhub, Minihub(s) and/or Free Battery Back-Up Unit(s) that we provided for your use, to us, using the returns process set out [here](https://www.hyperoptic.com/help/router/what-to-do-with-an-old-router/). You’ll need to provide the packaging for the return.\n\nYou’re responsible for ensuring that the Hyperhub, Minihub(s) and any such Free Battery Back-Up Unit(s) reach us in good working order. If we don’t receive this from you within 14 days after the Agreement ends or if we receive such Equipment in good time, but it’s faulty or damaged, we can charge you the full replacement value using your usual method of payment (normally direct debit).\n\n \n\n**9. PAYMENT TERMS AND CHARGES**\n\n9.1 You must pay the Charges that apply to the Services you’ve ordered from us (including in relation to any appointments you’ve booked with us), as set out in our [Guide to Charges and Fees for Residential Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf), in this Clause 9, and in your Order Confirmation, unless we agree otherwise with you. All recurring Charges are payable from your Services Start Date, as described in this Clause 9. One-off Charges are payable as detailed below in this Clause 9.1. Where possible, we’ll include one-off Charges in your regular monthly bills. If you cancel before your Services Start Date, and have incurred any one-off Charges before cancellation, we’ll send you a specific bill for those Charges.\n\n9.2 Our Charges may include the following fees and charges:\n\n**Abortive Repair Visit Fee** - This is a one-off Charge, paid on demand if, having arranged an appointment for one of our engineers to fix a fault with our Equipment or Services at your Home, (i) you have failed to follow any trouble-shooting instructions that we gave you to try and resolve the fault before the appointment; (ii) our engineer is unable to find any fault with our Services or Equipment during the appointment and, in our reasonable opinion, the appointment was booked unnecessarily; (iii) you cancel or reschedule that appointment after 14:00 the day before the appointment; or (iv) there is no person over the age of 18 present to give the engineer access to your Home at the appointment time. If you become liable to pay this Charge, you will still have to pay it, even if you cancelled your Agreement before your initial Services Start Date.\n\n**Activation Charge** – This is a one-off Charge for connecting to our Services, charged in your first bill.\n\n**Battery Back-Up Unit Fee** – This is a one-off Charge payable for any Purchased Battery Back-Up Unit(s).\n\n**Call Charges** – These Charges are paid every month after you’ve incurred them. They’re for calls you make using our Telephone Service that aren’t included in your Package Charge. We’ll try to include all the Call Charges you incur after a previous bill on your next bill. If we choose, we can set a limit on the Call Charges you can incur each month. Once you reach this limit (we’ll warn you before you do), your Telephone Service may be suspended for the rest of the month. You can stop this happening (or have a suspension lifted) by paying some of the Call Charges you incurred that month by debit or credit card. Paid Call Charges will then not count toward your limit.\n\n**Installation Cancellation Fee** –This is a one-off Charge, paid on demand if, having arranged an appointment for installation of our Services at your Home (as described in Clause 7.1), (i) you cancel or reschedule that appointment, after 14:00 on the day before that appointment; or (ii) there is no person over the age of 18 present to give the engineer access to your Home at the appointment time. If you become liable to pay this Charge, you will still have to pay it, even if you cancelled your Agreement before your initial Services Start Date.\n\n**Installation Fee** – This is a one-off Charge (i) charged in your first bill for installation of our Services at your Home (if you don’t already have a working Fibre Connector there that we can use, in a suitable location of our choice (called the Standard Fee), or (if we have specifically agreed this with you) for installing or extending a Fibre Connector at your Home in or to your choice of location (called the Bespoke Fee); or (ii) payable where we send an engineer, at your request, to install any Purchased Battery Back-Up Unit at your Home by connecting it to your Hyperhub and/or to any fibre/media converter or ONT (optical network terminal) we provided for your use in connection with our Services (to be charged in a bill near the time the installation is carried out).\n\n**Order Cancellation Fee** – This is a one-off Charge, paid on demand if, having asked us to provision your Order during the Satisfaction Period, you then cancel your Order within that same Satisfaction Period (see Clause 7.7 (“Installation and Connection”)). The Order Cancellation Fee will be an amount in proportion to the Services we supplied until the time you cancelled, calculated on the basis of the price agreed for those Services under your applicable Order, as set out in Clause 7.7 (“Installation and Connection”). If you’re an Installation-only Service Customer this Charge will cover any installation and/or Equipment costs incurred by us in providing you with the Service before the date you cancelled. You won’t have to pay an Order Cancellation Fee in relation to the cancellation of our Internet and/or Telephone Service, to the extent that such Services are provided to your Home free of charge by a Landlord under a Landlord Agreement.\n\n**Payment Return Fee -** You must pay a Payment Return Fee of £10 every time your direct debit payment bounces or fails for any reason.\n\n**Package Charge** – You pay this Charge every month, for us providing you with your Package. You may not have to pay a Package Charge if your Home is in a building where the Landlord pays us directly for the Internet Service and/or Telephone Service we provide to your Home (though you will be charged if you ask us to provide you with a higher level of Service than that paid for by the Landlord). All Customers will have to pay any Call Charges that aren’t included in their Package Charge.\n\n**Re-activation Fee** – This is a one-off Charge, which you must pay if we ask, to re-activate your Services after they’ve been ended or suspended.\n\n**Replacement Items Fee** – This is a one-off Charge, which you must pay when we ask, if we need to repair or replace any of the Equipment we provided you with, for you to use our Services. For example, this Charge will apply if you fail to return our Equipment to us in good condition and within the applicable time limits, after you cancel the Agreement or when the Agreement otherwise ends – see Clauses 7.7 (“Installation and Connection”) and 8.12 (“Term of Agreement, Suspension, Restriction, and Termination”). If you become liable to pay this Charge, you will still have to pay it, even if you cancelled your Services before your initial Services Start Date or if your final bill for your main Services has already been issued. See our [Guide to Charges and Fees for Residential Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf) for more information.\n\n**Service Termination Fee** – This is a one-off Charge, which you must pay if we ask, if your Services are terminated before the end of any Minimum Period that applies to your Package. We’ll calculate this based on the time you still have left of your Minimum Period (as set out in our [Guide to Charges and Fees for Residential Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf)). There is no Service Termination Fee to pay if you cancel during your Satisfaction Period (see Clause 7.7 “Installation and Connection” above), though you may have to pay an Order Cancellation Fee and any other Charges you have incurred before you cancelled.\n\n**Static IP Address Fee** – You pay this Charge every month, if you ask for, and we give you, use of a static IP address.\n\n9.3 There are no charges for any Services provided by our Customer Support. Phone calls you make to our Customer Support are free during the free call times specified in our standard Telephone Service, but you’ll need to pay charges for calls made outside of the free call times. If you use our “free anytime landline” Additional Telephone Plan, these calls will be free at all times. If you use another telephone provider’s network to make these calls, you’ll need to pay their charges, which may be different to ours.\n\n9.4 Unless you have agreed with us otherwise, you can only pay us by direct debit, except to pay for an Installation-only Service or Call Charges for our Telephone Service where you are close to your Call Charges limit (if you have one), as set out in Clause 9.2 under “Call Charges”. For these, you can use a Hyperoptic approved debit or credit card. When you place your Order for our Services you’ll need to give your bank account details and sign an agreement to pay our bills by direct debit. If your bank details change, you must tell us immediately. If you don’t, your Services may be affected (suspended or ended). You can change your details online by accessing your Account online via the Customer Support Centre or by letting Customer Support know in writing (email or letter).\n\n9.5 Unless you choose our Installation-only Service or you cancel before your Services Start Date having incurred Charges, you’ll get the first bill relating to your Services on the day after the Services Start Date for your first Order for Services under this Agreement. This bill will include a Package Charge (and, if applicable, Charges in relation to any Additional Services) for your first month of Services, as well as any applicable Activation Charge and/or Installation Fee and/or Battery Back-Up Unit Fee.\n\n(i) Unless you choose to change your payment date (see (ii) below), you'll receive all your subsequent monthly bills on the same date in the month as your Services Start Date (or, for any month where that date doesn't exist, on the last day of that month). Those bills will be for the next month's Package Charge (and, if applicable, Charges in relation to any Additional Services) as well as any unpaid Call Charges (or any other Charges) you've incurred before that bill. The amount set out in your bill will be taken from your bank account by direct debit (as you agreed with us when you placed your Order).\n\n(ii) You can change the date on which we take payment from your bank account each month by accessing your Account through the “My Account” section of our Website, clicking on “Change your payment date” and choosing a new payment date by selecting one of the options available. Once the new payment date has been applied, you’ll continue to receive your monthly bills before each payment date.\n\n9.6 Hyperoptic can change prices for the Services at any time. If this means increasing the prices for the Services you’ve ordered, we’ll give you notice in writing by sending an email to your Registered Email Address. Clause 21 (“Changes to our Charges, these Terms, and/or the Services”) sets out how you can end the Agreement if we make certain types of changes to your Agreement.\n\n9.7 All bills will be issued and held in your online Account in the Customer Support Centre, which you can access through the “My Account” section of our Website. You’ll need your username or your Registered Email Address, as well as your password to do this. We’ll send an email to your Registered Email Address to tell you that you have a new bill. It’s your responsibility to read it and keep a copy.\n\n9.8 If you genuinely think that we’ve made a mistake with the Charges on your bill, you must tell us straight away. You must pay the amount that you agree you owe us. We won’t suspend or end your Services while we look into the matter.\n\n9.9 Other than as described in Clause 9.8, where there may be a mistake with the Charges, you must pay us all sums you owe us in full, unless there’s a separate legal right not to.\n\n9.10 We can charge you interest (at 4% per annum above Barclays Bank plc’s base rate at that time) on your overdue payments, if you don’t fully pay us what you owe by the due date. This interest will be charged from the date you should have paid us, until the date we receive the full amount you owe (which includes the full amount of any interest).\n\n9.11 If we don’t receive full payment for the Services we provided to you, we can suspend or end them and do anything necessary to recover the amount you owe us (which will include any costs we incur in collecting this amount). We’ll write to you at your Registered Email Address to tell you before we do this.\n\n9.12 You’ll have to pay VAT on our Services. The prices shown in our [Guide to Charges and Fees for Residential Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf) include this VAT, but on your bills, you may see the VAT amount listed separately. No VAT is payable on any Payment Return Fee.\n\n9.13 If we owe you a refund, we’ll include this as a credit in your next monthly bill (so the amount you’d otherwise have to pay is reduced by the amount of the refund). If you’re no longer our customer at the time of the refund and/or no further amounts will be billed to you under the Agreement, we’ll credit the amount back to the bank account from which the relevant payment for your Services was made.\n\n9.14 If your Services are disconnected or suspended for any reason, and you then ask to reconnect to our Services, we'll charge you a Re-activation Fee (as set out in our [Guide to Charges and Fees for Residential Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf)).\n\n \n\n**10. SERVICE INTERRUPTIONS**\n\n10.1 Sometimes, we need to carry out work to maintain, repair or upgrade our Network or Services. This means we might have to:\n\n(i) interrupt all or part of the Services. If we do so, we’ll try to restore the Services as quickly as we can;\n\n(ii) change your area code or phone number; or\n\n(iii) make small changes to the technical part of our Services. This could be a change to how much information you can transfer at one time using our Internet Service or a change to our Network or we may need to suspend our Services for a short time. We’ll try to let you know before we make any such change or suspension, if it significantly affects your Services.\n\n10.2 We’ll do everything we reasonably can to reduce the effect on you of any disruptions to our Services but we can’t guarantee a fault-free Service at all times. For more details about where we accept responsibility for losses and costs to you, read Clause 14 (“Hyperoptic’s Liability to you and Limitations on Hyperoptic’s Liability”) and for details about when and how we’ll compensate you automatically for certain delays in relation to our Services or for certain missed engineer appointments, please see either our [Automatic Compensation Policy](https://www.hyperoptic.com/legal/post/automatic-compensation-policy/) or our [Make it Right Policy](https://www.hyperoptic.com/legal/post/make-it-right-policy/), whichever applies to you.\n\n10.3 We’ve set out what you have to do under your Agreement with us in Clause 12 (“Your Obligations”). If we think you’ve broken any of these obligations (which includes not following the [Acceptable Usage Policy](https://www.hyperoptic.com/legal/post/acceptable-usage-policy/)), we can suspend your Services, or in some situations, end your Agreement with us (see Clause 8 (“Term of Agreement, Suspension, Restriction, and Termination”)). \n\nWe’re not responsible for any costs or losses to you if we do this and don’t have to tell you before we do this, unless it’s because you haven’t paid us what you owe (when we’ll let you know by email to your Registered Email Address).\n\n10.4 We’re not responsible to you for disruptions caused by anything beyond our reasonable control (see Clause 16 (“Matters Beyond our Reasonable Control”)), apart from as set out in our [Automatic Compensation Policy](https://www.hyperoptic.com/legal/post/automatic-compensation-policy/) or our [Make it Right Policy](https://www.hyperoptic.com/legal/post/make-it-right-policy/) (whichever applies to you).\n\n \n\n**11. MOVING HOME**\n\n11.1 Please contact Customer Support if you’re planning a move and we’ll try to reduce any difficulties this can cause to your Services. We can only provide our Services at your new home if this is already set up to be connected to our Network at the time you move. If we do provide our Services to you at your new home, we’ll usually treat you as a new Customer. This means you’ll have to go through the ordering process again and any Minimum Period for Services at your new home will start on the Services Start Date for those Services at your new home. In addition, you may have to pay an Activation Charge and/or an Installation Fee (although you may be able to use your existing Equipment) and you may not be able to keep your existing phone number. Note that if you order or purchase our Services for (and to be provided immediately on moving to) your new home, and your move was during a Minimum Period for your Services at your previous home, we will not charge you a Service Termination Fee for ending the Services at your previous home. You can get more information on the Charges you’ll have to pay if we are able to provide our Services at your new home, during the ordering process.\n\n11.2 If we can’t provide our Services at your new home, you can end your Agreement with us. If you have a Minimum Period for your current Package and you end your Agreement before this Minimum Period has ended, you’ll have to pay a Service Termination Fee for your Package. This is based on the number of months you have left of your Minimum Period (and is charged as set out in our [Guide to Charges and Fees for Residential Customers)](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf). You can also end your Additional Services by giving us 30 days’ written notice (online via the Customer Support Centre or by email or letter to Customer Support). If you don’t have a Minimum Period (or your Minimum Period has ended) you can end your Agreement for your Package and all Additional Services by giving us 30 days’ written notice (online via the Customer Support Centre or by email or letter to Customer Support).\n\n \n\n**12. YOUR OBLIGATIONS**\n\n12.1 You agree to do the following things at all times:\n\n(i) make sure that you and anyone else using our Services through your Account keep to the terms set out in our [Acceptable Usage Policy](https://www.hyperoptic.com/legal/post/acceptable-usage-policy/) as updated and shown on our Website;\n\n(ii) if you use our Telephone Service, (a) you won’t advertise your phone number in or on a public phone box or use the Telephone Service to make nuisance or hoax calls, (b) you agree that you don’t own the phone number and won’t transfer (or try to transfer) it to anyone else, (c) you agree that we can give your name, address and phone number to the emergency services and (unless you tell us otherwise) also to other authorised providers of public communications services and regulated providers of directory services (so your details can be included in phone books and be found using publicly available directory enquiry services), (d) you agree that we aren’t liable if we provide any information about you to an authorised provider of public communications services or a regulated provider of directory services, and they make a mistake with listing your details (although we can tell you about other options that are available to protect and control how your information is used);\n\n(iii) keep your security information safe and tell us immediately if you think that someone knows it who shouldn’t or someone who doesn’t have your permission is using our Services through your Account;\n\n(iv) give us complete and correct information (especially during the ordering process) and make sure this information is always kept up to date and correct;\n\n(v) tell us immediately about any fault or problem with our Services (or with us providing them to you) and/or any fault with or damage to any Equipment or Additional Equipment;\n\n(vi) make sure that your equipment, any Additional Equipment and software used by you meets the terms of all Applicable Laws has either the European Consumer Equipment Standards ‘CE’ mark or the UK’s Consumer Equipment Standards ‘UKCA’ mark on it, and that you have any necessary licences before you use your equipment or Additional Equipment to connect to our Network, making sure that it and any software you use is compatible with our Equipment;\n\n(vii)  control the content that you (or anyone else using our Services through your Account) upload or download using our Network. We have no responsibility for any such content;\n\n(viii) fully keep to your Agreement with us and any reasonable instructions we give you;\n\n(ix) fully compensate us for any losses, expenses or costs (including legal costs) which we incur where another person or company brings a claim against us in connection with you (or someone else using your Account to access our Services) using or misusing our Services or breaking your Agreement with us (this is called an indemnity and makes you 100% responsible for the full amount of any claim we have against you);\n\n(x) not to use the Services for any commercial or business use (except for Home Working);\n\n(xi) accept that the Complaints Code of Practice applies to you;\n\n(xii) pay all amounts you owe us in full (without keeping any back for any reason unless you’re required to do this by law). You aren’t entitled to assert any credit, set-off or counterclaim against us to justify keeping back all or any part of such amount;\n\n(xiii) not to use a Battery Back-Up Unit to provide your Hyperhub, or any Hyperoptic optical network terminal (ONT) or fibre/media converter, with back-up power without fully understanding, accepting and following the provisions of the Battery Back-Up Unit Guide.\n\n12.2 Sometimes, we may (with or without notice to you) check and/or record how you’re using our Services. This might be because we’re required to do so by law, court order or another authority which can make us do this, or for us to check that you’re keeping to your Agreement with us. Please see our [Privacy and Cookie Policy](https://www.hyperoptic.com/legal/post/privacy-and-cookie-policy/) for more details on how we use your information.\n\n12.3 We may record marketing calls and calls to Customer Support. We do this for training purposes, to help prevent identity fraud and to improve the quality of our customer services. We also record all calls to the 999 or 112 emergency services.\n\n12.4 You must keep the email address which you give us when ordering our Services (see Clause 3.5 (“Placing an Order”)) active. If this is no longer possible, you must register a new email address with us instead of that one. You can make these changes to your email information by accessing your Account through the “My Account” section of our Website or by contacting Customer Support by phone or email. The email address that you have registered with us at any time will be your “Registered Email Address”. You’re responsible for maintaining and regularly checking emails sent to your Registered Email Address.  \n\n12.5 You’re treated as having read any email which we may send to your Registered Email Address.\n\n \n\n**13. SPECIAL PROVISIONS RELATING TO THE TELEPHONE SERVICE**\n\n13.1 You understand that our Telephone Service may not offer all the features you expect from a traditional phone line. Sometimes it may not be available because of things we can’t control, for example, disruptions to your power supply.\n\n13.2 You understand and agree that our Telephone Service depends on your connection to the Network and the availability of the Network. It won’t work if there’s a power failure or a failure in the Network.\n\n13.3 The FAQs on our Website have more information on our Telephone Service and its limitations and you should read them.\n\n13.4 You understand that our Telephone Service allows calls to the emergency services numbers 999 and 112. Calls to these emergency services will fail if there’s a power failure or if your Internet Service connection otherwise fails. You agree that you will have an existing copper wire phone line at your Home (if there is one) or another way of making emergency calls. If you intend to use a Battery Back-Up Unit during a failure of your usual power supply to power your Hyperhub or any fibre/media converter or ONT (optical network terminal) we provided for your use in connection with our Services, you agree that you have fully understood, accepted and will follow the provisions of the [Battery Back-Up Unit Guide](https://www.hyperoptic.com/wp-content/uploads/documents/email-templates/Hyperoptic_user_guide_BBU.pdf). If you are using a Battery Back-Up Unit to connect to our Telephone Service during a failure of your usual power supply, you must use a corded telephone, which can be plugged directly into the Hyperhub and doesn’t need any other power supply (as described in the [Battery Back-Up Unit Guide](https://www.hyperoptic.com/wp-content/uploads/documents/email-templates/Hyperoptic_user_guide_BBU.pdf)). You understand and accept that the Battery Back-Up Unit cannot provide power to a DECT cordless telephone.\n\n13.5 If you use our Telephone Service, we’ll register your home address. We do this for billing purposes and so that emergency services know your phone number and location when you dial 999/112. If we suspend our Telephone Service under this Agreement, you’ll still be able to dial 999/112 using our Telephone Service, as long as there’s no power failure or failure in the Network.\n\n13.6 We’ll take reasonable steps to help you if you want to move your phone number from our Network to another provider’s fixed line phone network. You can ask us to do this for up to 1 month after, your Hyperoptic Telephone Service (which used that phone number) has ended. We’ll also take reasonable steps to help you move your phone number from another provider’s fixed line phone network to our Network if you (i) tell us you want to do this (ii) promptly, fully and accurately provide us with all the details we need to move the number over and (iii) make this request no later than 1 month after your phone service with that other provider (which used the phone number you want to move to us) has ended. Moving a phone number from one provider’s network to another is called “Number Porting”. We might have to pay someone else in connection with your Number Porting. If we do, you’ll have to compensate us for this. We’ll tell you about this and other any charges you’d have to pay us for Number Porting before we start to process your Number Porting request. You can then decide if you still want to do it and we’ll only carry out the Number Porting once you’ve confirmed that you accept these charges. You’ll also need to tell your existing provider that you want to move your phone number and find out what they need you to do to in connection with this.\n\n13.7 If you move your phone number from our Network to another provider's network, our Telephone Service won't work once the Number Porting has happened and we won't be able to give you a temporary phone number to use on our Network in connection with this. However, you'll still have to pay for our Telephone Service and your related Package until it ends, as set out in these Terms. See Clause 8 (\"Term of Agreement, Suspension, Restriction and Termination\") for more information on how to end our Service(s).\n\n13.8 Sometimes Number Porting isn’t possible. This means you won’t be able to keep your existing phone number when you change to a new provider. We won’t start a Number Porting process to another network unless you’ve fully paid everything you owe us at that time. We estimate it’ll take up to 15 Business Days from when we write and tell you we’ve received your Number Porting request, to the date the Number Porting happens. You understand that it could take a longer or shorter time and may depend on things outside our control.\n\n13.9 If you ask to move your phone number from one network to another, the new and old network providers need to work together to get the new network ready for the phone number being transferred. We call the things they need to do the “Activation Steps”. Once they have carried out the Activation Steps, the network providers will agree a date for the Number Porting to happen.  If you’re moving your phone number to our Network, we’ll send an email to your Registered Email Address telling you this date (the “Porting Date”). We’ll aim to move your number and have it working within 1 Business Day of the Porting Date. If you want to start using our Telephone Service before we’ve moved your old phone number to our Network, we’ll give you a temporary phone number. You can use this temporary number with our Telephone Service until the Number Porting of your old number has happened.\n\n13.10 We may find out that the Activation Steps haven’t been completed, after we’ve emailed you with a Porting Date. If this happens, we’ll agree a new Porting Date with your old network provider. We’ll send you another email to your Registered Email Address with this new Porting Date, which will replace the previous Porting Date. If we need to change your Porting Date in this way, you can’t treat it as a delay or as us mishandling the Number Porting and we won’t have to compensate you for changing the date.\n\n13.11 If you’re moving your phone number to our Network and we delay the Number Porting for more than 1 Business Day after the last Porting Date we emailed to your Registered Email Address, or where we’ve genuinely mishandled your Number Porting, we’ll compensate you for the delay or mishandling.  The details of this compensation are set out in our Number Porting Compensation Scheme, which is in our [Complaints Code of Practice](https://www.hyperoptic.com/legal/post/code-of-practice/).\n\n13.12 Our [Acceptable Usage Policy](https://www.hyperoptic.com/legal/post/acceptable-usage-policy/) applies to all calls you make using our Telephone Service. We can put limits on your calls, require you to pay extra charges or suspend or end your access to our Services if we think you haven’t complied with that policy. If we think we need to, we can also record some of your calls, to make sure that you’re using our Telephone Service in line with this policy.\n\n13.13 Our Telephone Service comes with “CLI” (calling line identification) as a standard facility. This means that you’ll see the number of someone who has called on your telephone device screen (if it has one) or, if the caller has asked that their number is kept private (or the caller’s network doesn’t allow the caller’s number to be shown to you), you’ll see that the call is from a “withheld” or “unavailable” number. The CLI facility also means that your number, when you make calls, will be displayed to the person you’re calling. You should get in touch with us (using one of the ways set out in Clause 18 (“How We Contact Each Other”) if you’d like us to put in place any of the following options on our Telephone Service:  \n(i) to keep your number private when you make calls;  \n(ii) to keep your number private when you forward calls from another number to our Telephone Service;  \n(iii) to keep private the numbers of people calling you; or  \n(iv) to block incoming calls where the caller or network has kept the caller’s number private.  \nHowever, if you choose any of options (i) to (iii), please note that we can override your choice in a few limited situations (such as to trace malicious or nuisance calls or for calls to emergency services).\n\n \n\n**14. OUR LIABILITY TO YOU AND THE LIMITS ON OUR LIABILITY**\n\n14.1 Where we carry out any obligations under the Agreement, we’ll only do this with the reasonable care and skill of a competent service provider. We don’t warrant that our Services will be fault-free or uninterrupted, but we will use all reasonable care and skill to provide and maintain them. Neither can we guarantee that the Equipment we provide will never be faulty. If you think it might be, Clause 5.3 (“Equipment”) tells you what to do.\n\n14.2 If our negligence causes death or personal injury, we accept responsibility for this and there’s no limit to our liability. We also accept responsibility for fraud, fraudulent statements or any other liability that the law doesn’t let us exclude or limit.\n\n14.3 Neither we nor any company in our group (or any person connected with us or such company) will accept responsibility (if the law allows this) for any liability in contract, tort (including breach of statutory duty) or otherwise arising under or in connection with this Agreement for:\n\n(i) losses to you from you breaking your Agreement with us;\n\n(ii) losses caused by you using any of our Services in a way that breaks the Agreement;\n\n(iii) loss or damage to you or any user of our Services or Website relating to using (or not being able to use), or the result of the use of, these, the Equipment or any other website.  This includes losses from delays or interruptions to our Services;\n\n(iv) loss or damage to you or any user of our Services or Website from any materials posted on our Website or another website, which was accessed through our Network;  \n(v) losses of income or revenue;  \n(vi) commercial or business loss or loss of opportunity, loss of profit, loss of goodwill, loss of contract or wasted management or office time;  \n(vii) losses of savings you were expecting to make;  \n(viii) losses or damage caused by malware or the unauthorised use of our Services on any of your devices;  \n(ix) losses of, the corruption of, or the release of, data (including personal data), information or software;  \n(x) losses from the failure of safety, security or other alarm system, because they’re not compatible with any of our Services, or for another reason that’s not our fault;  \n(xi) losses or damage from you using equipment that we haven't supplied;  \n(xii) the cost to you of getting substitute goods or services;  \n(xiii) losses which we couldn’t reasonably have expected or which we couldn’t have considered when we entered into the Agreement or which are not directly caused by us, our Services or our Equipment or are indirect or consequential;  \n(xiv) claims made against us, because of any condition, warranty or other terms implied by law. (Sometimes the law suggests that particular conditions, warranties or terms are treated as part of an agreement, even they’re not specifically put into that agreement – these are “terms implied by law”. No such implied terms are part of your Agreement where the law allows them to be left out. This means you can’t make claims based on them); or  \n(xv) any other loss or damage of any kind,  \nbut this doesn’t prevent claims (a) for loss of or damage to your physical property arising from our negligence, for which we’ll only pay up to £100,000 in any 12-month period or (b) any other claims for direct financial loss to you relating to the Agreement (or that we’re responsible for by law), in either case that aren’t excluded by any of the categories set out in (i) to (xiv) of this Clause 14.3. If you do have a genuine, proven claim against us under this Clause 14.3, then except in relation in property damage as set out in (a) of this Clause 14.3, we’ll only pay up to a total of 125% of the Charges due from you in the calendar year in which the event which caused your loss happened, for all events in that calendar year.\n\n14.4 Except as set out in Clauses 14.1 to 14.3 above, we accept no responsibility for loss or damage caused when someone other than you, our paying Customer, accesses your connection to our Services, your computer, the Equipment or other related equipment (including any Additional Equipment) or accesses, destroys or distorts any data or information held by us.\n\n14.5 We’re not responsible for any goods or services supplied to you under a separate agreement with another supplier (including, but not limited to, any app you use in connection with a Total Wi-Fi Package), even if you acquired them through our Network.\n\n14.6 We won’t be responsible to you for any losses you may suffer if you’ve used our Services or Equipment we provide for business purposes (other than for Home Working, though all other provisions in this Clause 14 will still apply).\n\n14.7 If our Services or Equipment fail, and you divert your phone or internet to another communications provider, we won’t be responsible for the cost to you of doing this.\n\n14.8 Each provision of this Clause 14 is to be treated as a separate provision, applying and surviving even if one or more of the other provisions of this Clause is held to be inapplicable or unreasonable.\n\n14.9 You may have rights under the law which the terms of your Agreement with us can’t affect. For example, the law may give you certain rights relating to Equipment which is faulty or has been described wrongly. As a residential customer of Hyperoptic, you may also have rights as a “consumer” (though this won’t apply if you’re a small business). For more details of your legal rights, you should contact your local Citizens Advice Bureau, [www.citizensadvice.org.uk](http://www.citizensadvice.org.uk/).\n\n14.10 You must always try your best to reduce any losses, damage or costs you may incur.\n\n \n\n**15. AUTOMATIC COMPENSATION POLICY AND MAKE IT RIGHT POLICY**\n\n15.1 Sometimes, when things go wrong and there’s a delay in providing you with the Internet Service or Telephone Service you ordered from us, or a delay in repairing a fault in these Services, or one of our engineers misses an appointment you’ve arranged with us to have these Services installed or repaired, we might compensate you automatically. You can find further details about how you are entitled to this automatic compensation in our [Automatic Compensation Policy](https://www.hyperoptic.com/legal/post/automatic-compensation-policy/) or our [Make it Right Policy](https://www.hyperoptic.com/legal/post/make-it-right-policy/) (whichever applies to you).\n\n \n\n**16. MATTERS BEYOND OUR REASONABLE CONTROL**\n\n16.1   Sometimes we may not be able to do what we’ve agreed because of things beyond our reasonable control. This could be things such as lightning, flood, earthquake, severe weather, other natural disaster, fire, collapse of buildings, explosion, accident, terrorist activities, war, riots, epidemic, pandemic, our suppliers not keeping to their agreements with us, interruption or failure of electricity or other utility services, damage or vandalism to our Network, Equipment, or any Apparatus we’ve installed, anything done by local or national Governments or other public authorities (including new laws, rules, regulations or guidance they might introduce), or strikes or other industrial action. There may be other reasons too. In these cases, except as set out in our [Automatic Compensation Policy](https://www.hyperoptic.com/legal/post/automatic-compensation-policy/) or our [Make it Right Policy](https://www.hyperoptic.com/legal/post/make-it-right-policy/) (whichever applies to you) we’re not responsible if we can’t provide you with our Services.\n\n \n\n**17. OTHER GENERAL PROVISIONS**\n\n17.1 The Agreement for our Services is only between you and us. You can’t transfer it or your rights to your Services to anyone else, or try to do so. However, we may take instructions from someone else we think, with good reason, is acting with your permission. We can transfer the Agreement, provision of the Services and/or our rights and obligations under it to someone else. If we think this might have a negative effect on your Services or your rights under the Agreement, we’ll tell you before we do this and ask your permission. You have to give your permission unless it’s reasonable for you to refuse it, delay it or put conditions on it.  \n\n17.2 You accept that when you order your Services from us we may have to do a credit check on you. This means looking into your records with credit reference agencies like Experian and Equifax or with fraud prevention agencies. Whenever we have information about you, we’ll protect it and keep it safe, as set out in our [Privacy and Cookie Policy](https://www.hyperoptic.com/legal/post/privacy-and-cookie-policy/). This may include sharing this information to prevent fraud or where the law requires us to do so. This might be because we’ve received a court order about the information or someone has a legal power to demand it. We may also share information about you with other companies and organisations (including other communications companies). You can find out more about how we’ll deal with your information in our Privacy and Cookie Policy.\n\n17.3 If you receive any information from us (or someone acting for us) which might reasonably be confidential to us, you will not tell or show it to anyone else. You can only use such information to carry out your obligations under your Agreement with us.\n\n17.4 If a court, arbitrator or any government agency tells us that any part of the Agreement isn’t valid, the remaining parts of the Agreement will still be valid and enforceable.\n\n17.5 Each part or term of your Agreement with us is treated as separate. It’ll still be valid even if other parts or terms of the Agreement are found to be invalid or unreasonable.\n\n17.6 No-one, except for you and us, has rights under the Agreement or the right to enforce any of its terms. No others can use the Contracts (Rights of Third Parties) Act 1999 to acquire such rights.\n\n \n\n**18. HOW WE CONTACT EACH OTHER**\n\n18.1 You may contact us in any of these ways:\n\n(i) by emailing Customer Support at: [support@hyperoptic.com](mailto:support@hyperoptic.com);\n\n(ii) by phoning Customer Support on: 0333 332 1111; or\n\n(iii) by sending a letter to Customer Support at: Kings House, 174 Hammersmith Road, London, W6 7JP.\n\nIf there’s anything you need to tell us that’s important, you should put this in a letter and post it to us at the address in 18.1(iii), even if you’ve also told us about it another way. This doesn’t apply if you want to cancel your Agreement as set out in Clause 7.7 (“Installation and Connection”) or if you want to end it as set out in Clause 8 (“Term of Agreement, Suspension, Restriction, and Termination”).\n\n18.2 We’ll usually contact you at your Registered Email Address. We may also write to you at your billing address, or phone you on your mobile or fixed phone number.\n\n \n\n**19. COMPLAINTS**\n\n19.1 You may need to contact us if you’re having a problem with us or our Services. Our [Complaints Code of Practice](https://www.hyperoptic.com/legal/post/code-of-practice/) tells you how you can do this. It also explains how we deal with your complaints and disputes. You can ask us to send you a copy of the Complaints Code of Practice, if you need.\n\n19.2 We’ll try our best to sort out any complaint or dispute you have. If we can’t, you can take the matter to an alternative dispute resolution service (an “ADR Service”), as set out in our Complaints Code of Practice. The ADR Service we use is called Communications Ombudsman. It helps resolve disputes we might have with those of our customers who are individuals, small businesses (with 10 or fewer workers, including volunteers) and “small not-for-profit” organisations (as defined in our [Complaints Code of Practice](https://www.hyperoptic.com/legal/post/code-of-practice/)). It’s completely independent from us and will be free for you to use.\n\n19.3 If you’re reporting any illegal or unacceptable use of our Services, please email [support@hyperoptic.com](mailto:support@hyperoptic.com) and provide us with as many details and as much evidence as possible to help us understand and investigate the problem (such as a copy of the message and/or headers, the full URLs or log files showing unauthorised access to your Account, depending on the type of misuse you wish to complain about). Please always make sure that you include a short description of why you’re making the complaint, together with your name and full contact details.\n\n \n\n**20. JURISDICTION AND APPLICABLE LAW**\n\n20.1 Your Agreement with us is made under English and Welsh law. If a dispute or claim arises that we can’t settle between us, despite following our Complaints Code of Practice, you can bring a claim against us in the English or Welsh courts, or in the courts of another United Kingdom nation in which you live. We can claim against you in the relevant United Kingdom courts.\n\n \n\n**21. CHANGES TO OUR CHARGES, THESE TERMS AND/OR THE SERVICES**\n\n21.1 From time to time, we may change our Services, Equipment, Charges or the terms of your Agreement with us. This could be for any of the following reasons:\n\n(i) to introduce a new feature to any Service or to change the way we provide a Service or how it’s structured (which could include upgrades and improvements or what’s contained in a Service or that we can provide our Services in new areas);\n\n(ii) to introduce new Equipment or make changes to existing Equipment (including withdrawing it) and/or how we provide it (which could include upgrades and improvements);\n\n(iii) to make technical changes to our Network and/or the technology we use (which could improve our Services);\n\n(iv) to change your area code or phone number;\n\n(v) to change how we structure our Charges (which could be a change to what a Charge includes);\n\n(vi) to make your Agreement with us clearer or easier for you to understand;\n\n(vii) if we’ve changed the way we manage our business and/or the cost of running it increases;\n\n(viii) because the cost to us of providing our Services has increased (for example, the businesses we buy from increase their prices);\n\n(ix) to reflect a change to a law, code of practice, regulation, guidance or responsibility that applies to us; or\n\n(x) another reason not listed here that we can’t predict right now.\n\nHowever, if you order a new Package on or after 05 December 2023 we won’t change the Package Charge for that Package during its Minimum Period, unless the change is directly imposed by law (e.g. a change in the rate of VAT).\n\n21.2 If we make any change to the terms of your Agreement that you haven’t specifically agreed with us, then unless that change is (a) exclusively for your benefit (b) purely administrative and does not negatively affect you or (c) directly imposed by law:\n\n(i) we’ll tell you (by email to your Registered Email Address) at least 30 days before the change\n\n(ii) depending on the change, you may then be able to end the Service affected by it or your Agreement with us (we’ll tell you which, in our email to you) without paying any extra charges for leaving early. To do this, you must write (by email or letter) and tell us you want to end the Service or your Agreement (as applicable). You must do this within 30 days after the email we send you about the change; and\n\n(iii) if you end any Service (but not the Agreement) in this way, the Agreement will still apply to all other Services, not affected by the change.\n\n21.3 If we change any of the documents referred to in Clause 2.6 that are currently published on our Website, we’ll publish an updated version of that document on our Website.\n\n \n\n**22. DEFINITION OF CERTAIN WORDS USED IN THESE TERMS**\n\nIn these Terms, the following words and expressions shall have the meanings given to them below:\n\n“Abortive Repair Visit Fee” has the meaning given in Clause 9.2 of these Terms (“Payment Terms and Charges”).\n\n“Acceptable Usage Policy” means our [Acceptable Usage Policy](https://www.hyperoptic.com/legal/post/acceptable-usage-policy/).\n\n“Account” means your account with us, with the details you provided to us when you ordered our Services and other information about your Services. You can access your Account online, through the “My Account” section of our Website ([www.hyperoptic.com](https://www.hyperoptic.com/)). You can also ask about your Account if you contact Customer Support.\n\n“Activation Charge” has the meaning given in Clause 9.2 of these Terms (“Payment Terms and Charges”) and our [Guide to Charges and Fees for Residential Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf)\n\n“ADR Service” means an alternative dispute resolution service as described in Clause 19 (“Complaints”).\n\n“Additional Equipment” means any equipment you might purchase from a supplier other than us (whether not this supplier is recommended by us).\n\n“Additional Service(s)” means any Additional Telephone Plan, static IP address and/or extra Services and features we provide you in connection with our Internet Service and/or Telephone Service, from time to time.\n\n“Additional Telephone Plan” means any extra plan available for the Telephone Service from time to time and that you’ve ordered in addition to your chosen Package. These are set out in our [Guide to Charges and Fees for Residential Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf) as “Other Call Plans”.\n\n“Agreement” means the Agreement for our Services, between you and us, as described in Clause 2.6 (“These Terms of Service”).\n\n“Applicable Law” means any law, statute, bye-law, regulation, order, regulatory policy, guidance, standard or industry code, rule of court or directives or requirements of any government or regulatory body, delegated or subordinate legislation or notice of any government or regulatory body and the common law and the law of equity that applies to the Agreement, our Services, you or us, from time to time.\n\n“Automatic Compensation Policy” means our [Automatic Compensation Policy](https://www.hyperoptic.com/legal/post/automatic-compensation-policy/).\n\n“Battery Back-Up Unit” means a battery unit that we send you on your request, which you can use to provide the Hyperhub, optical network terminal (ONT) and/or fibre/media converter with back-up power when there is a failure of your usual power supply. When fully charged, the battery unit should provide 1 hour of back-up power.\n\n“Battery Back-Up Unit Fee” has the meaning given in Clause 9.2 of these Terms (“Payment Terms and Charges”) and our [Guide to Charges and Fees for Residential Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf).\n\n“Battery Back-Up Unit Guide” means the online guide (a paper copy of which is supplied with any Battery Back-Up Unit we send you) which contains details of how to set-up, use and look after the Battery Back-Up Unit.\n\n“Building” means a property (i) in which your Home is located; and (ii) to which we provide Landlord Services under a Landlord Agreement.\n\n“Business Day” means any day other than (i) a Saturday or a Sunday; or (ii) a public holiday in England and Wales.\n\n“Call Charges” has the meaning given in Clause 9.2 of these Terms (“Payment Terms and Charges”) and are charged as set out in our [Guide to Charges and Fees for Residential Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf).\n\n“Charges” means any or all charges payable to us in connection with our Internet Service, our Telephone Service, any other charges for Additional Services as listed in our [Guide to Charges and Fees for Residential Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf) or as set in your Order Confirmation.\n\n“CLI” has the meaning set out in Clause 13.13 (“Special Provisions Relating to the Telephone Service”).\n\n“Complaints Code of Practice” means our [Complaints Code of Practice](https://www.hyperoptic.com/legal/post/code-of-practice/).\n\n“ Contract Information Document” means the “Contract Information” document, which is set out in the way (and contains the information) that Ofcom requires, and which we provide during the Order process to any Customer whose Agreement with us starts on or after 17 June 2022.\n\n“Contract Summary Document” means the “Contract Summary” document, which is set out in the way (and contains the information) that Ofcom requires, and which we provide during the Order process to any Customer whose Agreement with us starts on or after 17 June 2022.\n\n“Customer” means you, our residential customer.\n\n“Customer Support” means our customer support team (see Clause 18 (“How We Contact Each Other”)).\n\n“Customer Support Centre” means the online customer support centre, which Customers can access via their Account on our Website.\n\n“Equipment” means any telecommunications or other equipment (including the Hyperhub, Minihub(s), cables and accessories, socket/faceplate, wireless access point, Battery Back-Up Unit(s), fibre/media converter, ONT (optical network terminal), and cabling) we supply to you (either directly or via our third-party contractors), to help you use our Services (including upgrades and replacements to these items). It doesn’t include any equipment you may purchase from an alternative supplier.\n\n“Fibre Connector” means any Hyperoptic socket, optical network terminal (ONT) or fibre/media converter installed at your Home in connection with our Services.\n\n“Free Battery Back-Up Unit” means a Battery Back-Up Unit which you request and receive from us free of charge and which remains our property.\n\n“Home” means the address that you give us in your Order which is where our apparatus (including the Equipment) is installed and where we agree to provide you with our Services, in accordance with your Order.\n\n“Home Working” means (i) you using our Services at Home for business purposes while working away from your usual place of work; or (ii) you or others in your small business (meaning a business with ten or fewer employees) which you operate from Home, using our Services for your work.\n\n“Hyperhub” means the router we supply to you through which you can connect your devices (such as your computer or mobile) to our Internet Service.\n\n“Installation Cancellation Fee” has the meaning given in Clause 9.2 of these Terms (“Payment Terms and Charges”) and our [Guide to Charges and Fees for Residential Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf).\n\n“Installation Fee” has the meaning given in Clause 9.2 of these Terms (“Payment Terms and Charges”) and our [Guide to Charges and Fees for Residential Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf).\n\n“Installation-only Service” means us only providing you with a Fibre Connector installation and supplying you with no other Services.\n\n“Internet Service” means access to our “always on” internet service, which is included in the Package you chose (whether for a Minimum Period or a Monthly Rolling Package).\n\n“Landlord” means the landlord or building manager, as described in Clause 4.1 (“Services Purchased by the Landlord or Building Manager in Multi-Tenanted Dwellings”).\n\n“Landlord Agreement” means an agreement we’ve entered into with a Landlord to provide Landlord Services to a Building (or part(s) of a Building).\n\n“Landlord Services” means the Services described as “Landlord Services” in Clause 4.1 (“Services Purchased by the Landlord or Building Manager in Multi-Tenanted Dwellings”).\n\n“Make it Right Policy” means our [Make it Right Policy](https://www.hyperoptic.com/legal/post/make-it-right-policy/).\n\n“Minihub” means any mesh extender we provide for your use in connection with a Total Wi-Fi Package.\n\n“Minimum Period” means the minimum commitment period (if there is one) for which you agree to keep the Package you order from us. It starts on the Services Start Date for that Package. If you end the Package before this Minimum Period finishes, you’ll have to pay a Service Termination Fee (which is charged as set out in our Guide to Charges and Fees for Residential Customers), unless you change to another Package with a longer Minimum Period, as set out in Clause 7.4 (“Installation and Connection”). We may change the Minimum Period for any Package but this won’t affect you if you’ve already received your Order Confirmation for that Package.\n\n“Minimum Download Speed Guarantee” means the latest version of our [Minimum Download Speed Guarantee](https://www.hyperoptic.com/legal/post/minimum-speed-guarantee/) , published on our Website.\n\n“Network” means the network we use to provide our Services to you.\n\n“Monthly Rolling Package” means a Package with no minimum commitment period but where you must give us at least 30 days’ written notice (using the online Customer Support Centre, or by email or letter) to end it. Monthly Rolling Packages may not be available at your Home.\n\n“Order” means any order (including any pre-order and any order to change your Package) that you make and/or send us in connection with the supply of any of our Services.\n\n“Order Cancellation Fee” has the meaning given in Clause 9.2 of these Terms (“Payment Terms and Charges”) and our Guide to Charges and Fees for Residential Customers.\n\n“Order Confirmation” means an email from us, after you’ve placed an Order for our Services, confirming that we’ve accepted your Order.\n\n“Order Form” means a paper order form which a Customer fills in and submits to create an Order, where that Customer can’t place or confirm an Order online.\n\n“Package” means any of our packages for (i) our “Broadband-only” Internet Service or (ii) our “Broadband and Phone” Internet Service plus Telephone Service, in each case as set out on our Website or as otherwise offered by us to our Customers. All our Packages are either Monthly Rolling Packages or for a Minimum Period.\n\n“Package Charge” means the Charge you pay every month for us providing you with your Package, as set out in your Order Confirmation. You’ll still have to pay any Call Charges that aren’t included in your Package Charge. Charges for Additional Services and one-off Charges are also not included in your Package Charge. See also Clause 9.2 of the Terms (“Payment Terms and Charges”).\n\n“Payment Return Fee” has the meaning given in Clause 9.2 of these Terms (“Payment Terms and Charges”).\n\n“Porting Date” has the meaning given to it in Clause 13.9.\n\n“Privacy and Cookie Policy” means our [Privacy and Cookie Policy](https://www.hyperoptic.com/legal/post/privacy-and-cookie-policy/) as amended from time to time.\n\n“Purchased Battery Back-Up Unit” means a Battery Back-Up Unit which you request, purchase and receive from us by paying the Battery Back-Up Unit Fee and which (following receipt and payment) is your own property.\n\n“Re-activation Fee” has the meaning given in Clause 9.2 of these Terms (“Payment Terms and Charges”) and our [Guide to Charges and Fees for Residential Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf).\n\n“Registered Email Address” means the email address that you’ve registered with us as part of your Account information (as described in Clause 12.4 (“Your Obligations”)).\n\n“Replacement Items Fee” has the meaning given in Clause 9.2 of these Terms (“Payment Terms and Charges”) and our [Guide to Charges and Fees for Residential Customers.](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf)\n\n“Satisfaction Period” means the period from your first Order Confirmation up to (and including) the 30th day that our Services are first active for your use as our Customer at your Home.\n\n“Service Activation Email” means an email from us, after we’ve fulfilled your first Order under the Agreement confirming that we’ve activated your Services.\n\n“Services” means our internet and telephone related services (including for installation) which are ordered by you and provided by us under your Agreement with us. These services could be any of our Installation-only Service, our Internet Service, our Telephone Service, any Additional Service and/or any other related product or service which we provide to you under your Agreement.\n\n“Services Start Date” means the date on which we activate the Services you order from us, as set out in Clause 8.1 (“Term of Agreement, Suspension, Restriction, and Termination”).\n\n“Service Termination Fee” has the meaning given in Clause 9.2 of these Terms (“Payment Terms and Charges”) and our [Guide to Charges and Fees for Residential Customers.](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf)\n\n“Standard Service” means the Landlord Service for which the Landlord pays us directly, and which you can access in your Home, once we’ve accepted your Order for it and have activated the Service.\n\n“Static IP Address Fee” has the meaning given in Clause 9.2 of these Terms (“Payment Terms and Charges”) and our [Guide to Charges and Fees for Residential Customers.](https://www.hyperoptic.com/wp-content/uploads/documents/Hyperoptic_Price_Guide_Book.pdf)\n\n“Terms” means these Residential Customer Terms of Service for Customers ordering and/or purchasing any of our Services.\n\n“Telephone Service” means our telephone over internet service. Our Customers can use this to make phone calls which are recognised by the public switched telephone network (PSTN). The Telephone Service you purchase from us will include the features described on our Website. Our Telephone Service may not be available at your Home.\n\n“Total Wi-Fi Package” means any Package which includes the use of one or more Minihubs.\n\n“Upgrade Services” means any Landlord Services for which you pay us directly, which you request as an upgrade (for example with faster Service speed) or addition to the Standard Service.\n\n“Website” means www.hyperoptic.com or any other replacement website address we may tell you.",{"_uid":37,"title":691,"plugin":39,"og_image":18,"og_title":18,"description":692,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"Residential Customer Terms of Service | Hyperoptic","Legal section | Residential Customer Terms of Service | Hyperoptic","residential-customer-terms-of-service","legal/residential-customer-terms-of-service",-70,[],"ebbb6644-debb-429b-9f61-363f48988d40",[],{"name":700,"created_at":701,"published_at":8,"updated_at":8,"id":702,"uuid":703,"content":704,"slug":718,"full_slug":719,"sort_by_date":17,"position":720,"tag_list":721,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":722,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":723,"default_full_slug":17,"translated_slugs":17},"Minimum Download Speed Guarantee","2026-07-29T08:15:27.020Z",203257147493595,"35a1cc80-bc03-45dd-a30f-42a090dd8223",{"_uid":12,"body":705,"Layout":35,"metatags":715,"component":41,"page_type":42,"page_category":43},[706,713],{"_uid":15,"media":707,"theme":21,"title":700,"layout":22,"eyebrow":18,"component":23,"cta_link_1":709,"cta_link_2":710,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":711,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":708},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":712},{},{"id":18,"_uid":32,"component":33,"html_content":714},"Hyperoptic Ltd (“**Hyperoptic, we, us, our**”) is a full fibre internet service provider (“ISP”). We’re a limited company registered in England and Wales under company number 07222543 and our registered office and main trading address is at Kings House, 174 Hammersmith Road, London, W6 7JP. Our VAT number is 164 6525 96.  \nWe’re regulated in the UK by Ofcom. We’re also a member of the UK Internet Service Providers Association (“ISPA”) and Ombudsman Services (an independent alternative dispute resolution service) - you can find more information about these organisations in our [Complaints Code of Practice](https://www.hyperoptic.com/legal/post/code-of-practice/).\n\nThis Minimum Download Speed Guarantee (“**Guarantee**”) applies to new Hyperoptic customers who ordered our residential or business broadband service on or after 17 June 2022 (“**you, your**”).\n\nWhen you first placed your order for our service (your “**Order**”), we sent you Contract Summary and Contract Information documents. These documents set out speed information about the broadband service you’d receive from us, including the Minimum Download Speed (see clause 1.1 below) for that service. This Guarantee is based on that Minimum Download Speed.\n\n**1. The Minimum Download Speed**\n\n1.1 Your “Service Speed” is the speed at which data is delivered over your Hyperoptic broadband service to the Hyperhub router (or the Hyperoptic wireless access point (“**WAP**”)) in your “**Premises**” (meaning the premises to which your Order applies). The “**Minimum Download Speed**” is the slowest Service Speed you should be receiving, whatever the time of day, as set out in your Contract Summary and Contract Information documents. If you later change your package, from the date the new package starts, these documents will be treated as updated to reflect the speed information in your package change confirmation email.\n\n1.2 Note that the Service Speed won’t be the same as the download speed you actually experience when connecting a device to your Hyperoptic broadband service. This could be due to a number of different reasons, such as how far you are from the Hyperhub router (or Hyperoptic WAP), whether there are any walls in between, the limitations of the device itself and/or the impact of other devices which are connected to the Hyperhub router (or Hyperoptic WAP) at the same time. However, you’ll always get faster and more stable broadband speeds with a “wired” connection to the Hyperhub router (or Hyperoptic WAP) using an ethernet cable. Please see our “Help” page on broadband speeds for more information on this [Speed | Frequently Asked Questions | Hyperoptic](https://www.hyperoptic.com/broadband/speed/).\n\n**2. The Guarantee**\n\n2.1 Once your Hyperoptic broadband service has been activated, you should receive at least the Minimum Download Speed for your chosen package, as long as your Hyperhub router (or Hyperoptic WAP) remains powered and on.\n\n2.2 If you think that your Service Speed is usually lower than the Minimum Download Speed, as a starting point, you should check the speed your device receives when connected to the Hyperhub router (or Hyperoptic WAP) via an ethernet cable. Note however that this measurement is not the same as (and will be slower than) the Service Speed (see clause 1.2 above). If you remain concerned that you’re not usually receiving the Minimum Download Speed, you can report this “**Speed Issue**” to us as follows.  \n• Residential broadband service customers  \nCall us on 0333 332 1111 or email us at support@hyperoptic.com .  \n• Business broadband service customers  \nCall us on 0203 318 8216 or email us at business.support@hyperoptic.com .\n\n2.3 We’ll try and resolve the matter on that call and, if necessary, on further calls. If we’re unable to resolve the matter remotely, we may arrange for an engineer to visit and check your Service Speed. In any event, we’ll aim to fix any genuine Speed Issue we find within the “**Fix Period**” – this will be the 30 days after your initial call to us to report the Speed Issue, but can be longer if clauses 2.6 and/or 2.7 below apply.\n\n2.4 Throughout the Fix Period, we’ll need you to (i) follow any instructions we give you in relation to testing the Service Speed and resolving the Speed Issue and (ii) keep the Hyperhub router (or Hyperoptic WAP) constantly powered and on. We’ll also need you to make sure that our engineers can access your Premises, if they need to visit to carry out checks in connection with the Speed Issue.\n\n2.5 As long as you’ve fully helped us to check the Speed Issue (as set out in clause 2.4 above) if, during the Fix Period, your Service Speed falls below the Minimum Download Speed on 3 or more consecutive days (continuously or intermittently) and we’re unable to resolve this problem within the Fix Period, we’ll send you a “**Termination Email**”. This Termination Email will tell you how you can, within the 30 days after you receive it, end your agreement for service with us (your “**Agreement**”) without having to pay any Service Termination Fee\\[2\\] that would otherwise apply. Of course, we’d much prefer it if we manage to resolve the issue for you within the Fix Period – and we’ll let you know by email if we’ve done this.\n\n2.6 We can extend the Fix Period to reasonably compensate for any period of planned service downtime.\n\n2.7 We can also extend the Fix Period if there are circumstances beyond our control which lead to us being technically unable to resolve the problem (for example, if you cancel or miss an engineer appointment; if you don’t keep your Hyperhub router (or Hyperoptic WAP) powered and on; if we’re not given access to your Premises when we need it in connection with assessing or fixing the Speed Issue; or if a third party causes delays for us).\n\n2.8 Other than the right to end your Agreement set out in this Guarantee, you won’t have any other rights (and we won’t have any liability to you) under this Guarantee for any Speed Issue or other Service Speed-related faults.\n\n**3. Exceptions**\n\n3.1 This Guarantee and the right to end your Agreement set out above won’t apply if:  \n• you miss or cancel any appointment with Hyperoptic engineers;  \n• you don’t answer or return a call from us in relation to investigating or fixing the Speed Issue; or  \n• you don’t follow our reasonable requests (for example, a request to access your Premises), which leads to us being unable to properly investigate and/or fix a Speed Issue.\n\n3.2 If you change package after the beginning of the Fix Period, then from the date your new package starts, this Guarantee will apply to the Minimum Download Speed for that new package rather than your previous package and you’ll no longer have any rights under this Guarantee in relation to your previous package. If you believe you have a Speed Issue with your new package, you should follow the processes in this Guarantee, and, if appropriate, a new Fix Period will apply to it.\n\n\\[1\\] This Guarantee does not apply to any of our Dedicated Business Fibre service customers.\n\n\\[2\\] This is a one-off charge, which a residential or business customer pays (subject to applicable exemptions), if their Hyperoptic service is terminated before the end of any minimum commitment period that applies to that service, as described in our and our [Residential Customer Terms of Service](https://www.hyperoptic.com/legal/post/terms-of-service/) and our [Business Customer Terms of Service](https://www.hyperoptic.com/legal/post/business-customer-terms-of-service/).",{"_uid":37,"title":716,"plugin":39,"og_image":18,"og_title":18,"description":717,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"Minimum Download Speed Guarantee | Hyperoptic","Legal section | Minimum Download Speed Guarantee | Hyperoptic","minimum-download-speed-guarantee","legal/minimum-download-speed-guarantee",-60,[],"8066fbe4-7379-4353-8a3c-7046cf7f0266",[],{"name":725,"created_at":726,"published_at":8,"updated_at":8,"id":727,"uuid":728,"content":729,"slug":743,"full_slug":744,"sort_by_date":17,"position":745,"tag_list":746,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":747,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":748,"default_full_slug":17,"translated_slugs":17},"Business Customer Switching Guide","2026-07-29T08:14:47.438Z",203256985365718,"45bfd4f7-5cdb-485e-8b9d-a342bb32f7da",{"_uid":12,"body":730,"Layout":35,"metatags":740,"component":41,"page_type":42,"page_category":43},[731,738],{"_uid":15,"media":732,"theme":21,"title":725,"layout":22,"eyebrow":18,"component":23,"cta_link_1":734,"cta_link_2":735,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":736,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":733},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":737},{},{"id":18,"_uid":32,"component":33,"html_content":739},"Hyperoptic Ltd (“***Hyperoptic***”, “***we***”, “***us***”, “***our***”) is a full fibre internet service provider (ISP”). We’re a limited company registered in England and Wales under company number 07222543 and our registered office and main trading address is at Kings House, 174 Hammersmith Road, London, W6 7JP. Our VAT number is 164 6525 96.\n\nWe’re regulated in the UK by Ofcom. We’re also a member of the UK Internet Service Providers Association (“ISPA”).\n\nThis Business Customer Switching Guide applies to Hyperoptic’s Business Customer Switching Service (“***Switching Service***”)**.**\n\n1. **Who is eligible use the Switching Service?**  \n   The Switching Service is available to any business which is changing broadband and (where applicable) telephone services:\n   - from another communications provider to Hyperoptic’s business or dedicated business fibre service; or\n   - from Hyperoptic to another communications provider’s service for businesses,\n\n   and this change of services (which we refer to as a “***migration***” or “***switch***”) is taking place at the same location - i.e. the Switching Service is not available where the new services will be provided at a different location to the current services. A business to which the Switching Service is available is a “***Qualifying Business***” and the type of switch described above is a “***Qualifying Switch***”.\n2. **How does the Switching Service work?** The Switching Service gives effect to an Ofcom-prescribed process for Qualifying Customers to effect a Qualifying Switch, simply by contacting the provider to which the Qualifying Customer wants to move. There is no need for the Qualifying Business to contact its existing provider – the new provider will arrange for the existing provider’s services to terminate and the existing provider should send the Qualifying Business termination-related information (see below). We call this the “***Switching Process***”. Both the new and current providers are obliged to work together to carry out the switch:\n   - as efficiently and quickly as possible;\n   - without delaying or abusing the process;\n   - in a way that ensures continuity of service for the switching customer (where technically feasible), with any loss of service during the switch not exceeding 1 working day; and\n   - in line with Ofcom obligations and any applicable industry-agreed processes.\n3. We set out below how a Qualifying Business can use the Switching Service.\n\n   *If you are switching to Hyperoptic:*\n    1. If you are a Qualifying Business that is switching its services from another communications provider to Hyperoptic, you can ask to use the Switching Service during your Hyperoptic order process, when you complete our ***Business Customer Order Form***.\n    2. We will then ask you to complete our ***Letter of Authority*** for the Switching Service. The individual who completes that Letter of Authority must have the requisite authority to provide us with express consent (on the Qualifying Business’s behalf) to carry out a Hyperoptic-led Switching Process. Under the Switching Process, your broadband and (where applicable) telephone services with your current provider, will be terminated/switched to Hyperoptic, as you requested on the Business Customer Order Form.\n    3. Once Hyperoptic has received the completed Business Customer Order Form and Letter of Authority, we will contact your current provider of the services you want switched, to start the Switching Process. We will provide them with the necessary information for them to confirm:\n    4. the customer information you have provided to us; and\n    5. that you currently have with them the services you asked to switch to Hyperoptic, at the address indicated on the Business Customer Order Form.  \n       If your current provider can confirm the above details, the Switching Process will proceed as set out below.\n    6. Your current provider should send you information, detailing the impacts of switching your services to Hyperoptic. We expect that this information will be sent to you by email, SMS, letter or a combination of these methods. Once your current provider lets us know how they have contacted you, Hyperoptic will let you know where you should check for this information.\n    7. When we have received the confirmation from your current provider (referred to in 3 above), we will respond to them to let them know:\n    8. the intended migration date; and\n    9. the services you currently have with them that you wish to terminate once your new Hyperoptic services are activated.  \n       Your current provider must not start the termination process at this time.\n   10. Once your new Hyperoptic services are active, we will send a notification to your current provider. This notification will confirm the migration date and the services you currently have with them which should then be terminated. They can then start the termination process for those services.\n\n   *If you are switching from Hyperoptic to another provider*:\n   1. If you are a Qualifying Business that is switching its services from another communications provider to Hyperoptic, you do not need to contact Hyperoptic. The other provider will lead the Switching Process and contact Hyperoptic about the switch.\n   2. When the other provider contacts Hyperoptic, we will send you important information about how the switch will impact the services you currently have with us, including about the amounts that will be payable when your Hyperoptic services terminate on completion of the Switching Process. This information will be sent by email, SMS, letter or a combination of these methods, to the email, mobile number or postal address we hold for you. If any of these contact details have changed, please let us know by contacting our ***Business Support***\\* and we will re-send this important information to you, using your revised details.\n   3. If you proceed with the Switching Process, the other provider will then confirm to Hyperoptic your intention to terminate your Hyperoptic services. We will only take steps to complete that termination once that other provider confirms to us that their services are now active at the address the switch is taking place.\n   4. Your Hyperoptic services (including their termination under the Switching Process) are subject to our [Business Customer Terms of Service](https://www.hyperoptic.com/legal/post/business-customer-terms-of-service/) (if you are a customer of our Business Service) or our [Dedicated Business Fibre Customer Terms of Service](https://www.hyperoptic.com/legal/post/dedicated-fibre-customer-terms-of-service/) (if you are a customer of our Dedicated Business Fibre Service).\n4. **Compensation**  \n   If you are Qualifying Business that has requested the Switching Service and, in connection with your Switching Process, we:\n   - miss any service or installation appointment; or\n   - fail to comply with our switching-related obligations under Condition C7 of Ofcom’s General Conditions of Entitlement (please see the 4 bullet points at section B above for details of these), subject to the exclusions below, you may be entitled to ***Switching Compensation***.\n\n*Exclusions*  \nNo Switching Compensation will be payable in relation to a missed service or installation appointment if we gave you notice of a change or cancellation of that appointment at least 24 hours in advance of the original appointment time, or if you otherwise agreed to a change in the appointment time slot for the same day.\n\n*Claiming Switching Compensation*  \nIf you genuinely believe you are eligible for Switching Compensation, you should email us at business.support@hyperoptic.com with full details of your claim. If we agree that you are entitled to the Switching Compensation, we will apply this as an invoice credit to your Hyperoptic account. If you are no longer our customer and/or Hyperoptic will not be invoicing further amounts to you, we will credit the amount to the bank account from which you paid for our Business Service or Dedicated Business Fibre Service (as applicable).\n\n \n\n\\* ***Business Support*** means Hyperoptic’s Business Support Team which can be contacted by emailing business.support@hyperoptic.com or calling on 0333 332 1123.",{"_uid":37,"title":741,"plugin":39,"og_image":18,"og_title":18,"description":742,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"Business Customer Switching Guide | Hyperoptic","Legal section | Business Customer Switching Guide | Hyperoptic","business-customer-switching-guide","legal/business-customer-switching-guide",-50,[],"22ec35fa-0725-4a93-99c2-28aaafd3d5e2",[],{"name":750,"created_at":751,"published_at":8,"updated_at":8,"id":752,"uuid":753,"content":754,"slug":768,"full_slug":769,"sort_by_date":17,"position":770,"tag_list":771,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":772,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":773,"default_full_slug":17,"translated_slugs":17},"Business Broadband Price Match Offer","2026-07-29T08:13:26.558Z",203256654081227,"c9796098-66fd-47d1-991e-156cd7de8b04",{"_uid":12,"body":755,"Layout":35,"metatags":765,"component":41,"page_type":42,"page_category":43},[756,763],{"_uid":15,"media":757,"theme":21,"title":750,"layout":22,"eyebrow":18,"component":23,"cta_link_1":759,"cta_link_2":760,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":761,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":758},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":762},{},{"id":18,"_uid":32,"component":33,"html_content":764},"We believe that Hyperoptic is where speed meets value and you won’t get a better deal elsewhere; in the event that you, our business broadband customer, do find that one of our competitors offers a full fibre business broadband service (with or without phone), with the same (or better) service specifications as us, but at a lower price than we are offering you, and that competitor can also install and supply their service at your premises, then subject to the Terms and Conditions below, we will match their price.\n\n**Terms and Conditions**\n\n 1. *Eligibility*: This offer is open to new customers of Hyperoptic Business Broadband service (with or without Phone) who, at the time they report their price match claim to us (see below), are either in the process of ordering that new service with us or have completed their order and have not yet had their active service for more than 30 days (the offer does not apply to existing Hyperoptic customers on package change).\n 2. *Reporting your price match claim*: You’ll need to report the competitor offer/price match claim to us either:\n    - by emailing [business.support@hyperoptic.com](mailto:business.support@hyperoptic.com); or\n    - by calling 0333 332 1137¹.\n 3. *Providing evidence*: You’ll also need to send us, at the above email address, material showing that the competitor’s offer meets the requirements of this Price Match Offer (for example, a screen shot or legible photo of the competitor’s offer, a weblink of the competitor’s offer etc.). We’ll verify the competitor's offer and, if we (in our sole discretion) decide that it meets the requirements of this Price Match Offer, we’ll match their price (and refund you the price difference (if applicable) by way of invoice credits). Any invoice credit attributable to this offer which is outstanding after termination of your Hyperoptic service (e.g. because it exceeds amounts payable by you in your final invoice) will not be credited back to you.\n 4. *Service Availability*: The price of the competitor’s full fibre business broadband service you report to us (the “**Reported Service**”) must be publicly available to all new business customers of the competitor and the competitor’s full fibre business broadband service must, at the time of your report, be available to order (so they can install and supply) at your premises.\n 5. *Speed*: The Reported Service must provide the same (or higher) median download and upload speeds, achievable by 50% or more of the competitor’s users at peak time (12.00pm to 2.00pm), as those for our compared service (“**Our Service**”).\n 6. *Price²*: The price for the Reported Service must be lower than that for Our Service, when taking into account monthly charges for broadband, as well as any installation, activation, set-up, post & package, or other similar fees (over the same minimum commitment or minimum contract period, if one applies).\n 7. *Contract / Minimum Commitment*:\n    1. Where Our Service is monthly rolling:\n       - the Reported Service must also be a monthly rolling service; and\n       - the comparison will relate to the price for one month’s service (in addition to the other fees set out in “Price” above).\n    2. Where Our Service has a minimum commitment period:\n       - the Reported Service must have the same or shorter minimum commitment period;\n       - we’ll compare the prices of the Reported Service and Our Service (which will include any fees set out in “Price” above) over the duration of the minimum commitment period for Our Service; and\n       - where the minimum commitment period for the Reported Service is shorter than for Our Service (or there is none), for the months where no minimum commitment period applies to the Reported Service, we’ll use in our price calculation the competitor’s standard monthly rolling rate for their equivalent service.\n 8. *Exclusions*: Our Price Match Offer does not apply to:\n    - call charges for calls made on the Reported Service or Our Service;\n    - any ancillary add-on products/services (e.g. battery back-up units, static IP addresses not included within our or the competitor’s monthly package charge, additional telephone plans such as our “Anytime UK Landline Plan” or our “International Plan”); or\n    - Hyperoptic Total Wi-Fi® (or any equivalent facility offered by a competitor).\n 9. *Hyperoptic’s rights*: Hyperoptic reserves the right to:\n    - terminate, suspend, cancel or amend this Price Match Offer at any time without giving prior notice. Any changes to this Price Match Offer will be published on Hyperoptic’s website (www.hyperoptic.com); and\n    - withdraw this Price Match Offer from anyone in breach of a contract they have with Hyperoptic and/or where Hyperoptic reasonably suspects fraudulent activity.\n10. *Governing law/jurisdiction*: This Price Match Offer is governed by English law and by accepting the Price Match Offer, you agree to the jurisdiction of the English courts.\n\n¹Calls will be charged at your provider’s standard landline rate. ²This Price Match Offer will take no account of the value of gift cards, pre-loaded credit/debit cards or other rewards promoted alongside the Reported Service at the point of purchase, or on the competitor’s or their affiliates’ websites. The price for the Reported Service must be available at the time of reporting or when you placed your order as a new customer - any expired offers will not be matched.",{"_uid":37,"title":766,"plugin":39,"og_image":18,"og_title":18,"description":767,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"Business Broadband Price Match Offer | Hyperoptic","Legal section | Business Broadband Price Match Offer | Hyperoptic","business-broadband-price-match-offer","legal/business-broadband-price-match-offer",-40,[],"27e5dd21-3b1b-4c97-b743-b897446c5145",[],{"name":775,"created_at":776,"published_at":8,"updated_at":8,"id":777,"uuid":778,"content":779,"slug":793,"full_slug":794,"sort_by_date":17,"position":795,"tag_list":796,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":797,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":798,"default_full_slug":17,"translated_slugs":17},"Refer a Friend ‘Hyper Club’ Terms and Conditions","2026-07-29T08:12:42.104Z",203256471997245,"9039927e-6a40-4f3f-8273-bf15358daadf",{"_uid":12,"body":780,"Layout":35,"metatags":790,"component":41,"page_type":42,"page_category":43},[781,788],{"_uid":15,"media":782,"theme":21,"title":775,"layout":22,"eyebrow":18,"component":23,"cta_link_1":784,"cta_link_2":785,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":786,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":783},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":787},{},{"id":18,"_uid":32,"component":33,"html_content":789},"The promoter of this refer-a-friend ‘Hyper Club’ scheme (the “**HC Scheme**”) is Hyperoptic Ltd, registered in England and Wales under company number 7222543 and with registered office at Kings House, 174 Hammersmith Road, London, England, W6 7JP (“**Hyperoptic**”). Please read the following terms and conditions carefully. These Terms and Conditions (“**Terms**”) govern the HC Scheme and apply to both Referrers and Friends (both as described below).\n\n**How to take part**\n\n1. Any Hyperoptic residential customer who is eligible to participate as a “Referrer” (see ‘*Who can participate*’ below) can do so by:\n\n\n1. ` `\n\n\n1. first getting their unique web link (“**Referral Link**”) - which they can do *either* by visiting com/myaccount-referrals *or* by scanning the QR code in the invitation that Hyperoptic sent them to join the HC Scheme; and then\n2. sharing that Referral Link (as a referrer (“**Referrer**”) under this HC Scheme), with friends and family who are:\n   1. not currently Hyperoptic customers;\n   2. happy to receive the Referral Link; and\n   3. eligible to take part in this HC Scheme (see ‘*Who can participate’* below)  \n      (“**Friends**”).\n\n\n2. If the Friend then uses the Referral Link to register their details and make a “Qualifying Purchase” (see clauses 8 to 10), and that Qualifying Purchase is a “Qualifying Referral” (see clause 11), the Friend and the Referrer can each receive a Reward, though a Referrer cannot receive one if clause 7 applies to them. (Rewards are described in clause 12.)\n\n**Who can participate**\n\n3. To be a “**Referrer**” under this HC Scheme, you must have received an invitation from Hyperoptic (which is personally addressed to you) to join the HC Scheme (an “**Invitation**”).\n4. Once 12 months have passed after the date we sent a Referrer’s Invitation, if we look back and see that there have been no orders made using that Referrer’s Referral Link within the previous 12 months, Hyperoptic has the right to make this HC Scheme no longer available to that Referrer.\n5. Neither Hyperoptic employees nor their family members can take part in this HC Scheme (as a Referrer or a Friend).\n6. You cannot be a Friend under this HC Scheme if you or anyone in your household has been a Hyperoptic customer within the 24 months before you use a Referral Link to order Hyperoptic’s service.\n7. If a Referrer shares their Referral Link with a Friend, but that Referrer is no longer a Hyperoptic customer (with an active Hyperoptic account) at the time the Friend makes their “Qualifying Purchase” (see clauses 8 to 10), only the Friend (not the Referrer) can receive a Reward. (Rewards are described in clause 12.)\n\n**Qualifying Purchases and Qualifying Referrals**\n\n 8. A “**Qualifying Purchase**” is the order, by a Friend, of Hyperoptic’s 150Mb, 500Mb or 1Gb residential broadband service under a package with a minimum commitment period of at least 12 months, using a Referral Link provided by a Referrer.\n 9. Orders made via third party sellers are not Qualifying Purchases.\n10. Orders that are cancelled or otherwise terminated before the 31st day of active broadband service provided under that order, are not Qualifying Purchases.\n11. The first 40 Qualifying Purchases made in any calendar year using the same Referral Link are “**Qualifying Referrals**”.\n\n**Rewards**\n\n12. If you are eligible for a Reward under this HC Scheme (either as a Referrer or a Friend), Buyapowa Limited (“**Buyapowa**”) will send you an email (the “**Reward Email**”) with a link and details on how to choose and redeem your Reward described in clause 13 below. The Reward Email will be sent after the Friend’s order becomes a Qualifying Purchase (i.e. after the broadband service provided under their Qualifying Purchase has been active for at least 30 days).\n13. The “**Reward**” in relation to any Qualifying Purchase is a £75 voucher for a Referrer and a £25 voucher for a Friend, in each case for the any of the below:  \n    a) Amazon voucher redeemable at amazon.co.uk; or  \n    b) John Lewis voucher redeemable at any of their UK stores or online at [johnlewis.com](http://johnlewis.com/); or  \n    c) Tesco voucher redeemable at any of their UK stores or online at [tesco.com](https://www.tesco.com/).   \n    A Reward will only be made available to any Referrer or Friend who is eligible for it under these Terms.\n14. If a chosen Reward is no longer available, Hyperoptic reserves the right to provide a replacement reward of at least equal value.\n15. You must use the link within the Reward Email to claim your Reward within 90 days of the Reward Email being sent to you.\n16. It is your responsibility to check the terms and conditions for using the Reward (including its expiry date) – these will be sent to you with the Reward.\n17. The Reward Email should be kept securely – Hyperoptic is under no obligation to replace it if you lose or delete it.\n\n**General**\n\n18. A Referrer cannot refer themself or anyone else at their address as a Friend.\n19. While you are a Referrer under this HC Scheme you cannot take part as a “Referrer” under our standard “Refer a Friend” scheme (see [Refer a friend Tearms & Conditions](https://www.hyperoptic.com/legal/post/refer-a-friend-terms-and-conditions/)).\n20. This HC Scheme cannot be used in conjunction with any other offer.\n21. Personal data supplied during the course of this Promotion will only be processed as set out in Hyperoptic’s Privacy Policy available at [www.hyperoptic.com/legal/post/privacy-and-cookiepolicy](https://www.hyperoptic.com/legal/post/privacy-and-cookie-policy/). Hyperoptic will share your name and email address with Buyapowa so that they can send you the Reward Email.\n22. Hyperoptic reserves the right to terminate, suspend, cancel or amend this HC Scheme and/or review and revise these Terms at any time without giving prior notice. Any changes to these Terms will be published on Hyperoptic’s website.\n23. Hyperoptic will withhold Rewards if it reasonably suspects fraudulent activity. All decisions made by Hyperoptic are final.\n24. Hyperoptic reserves the right to refuse to apply this HC Scheme and/or to send a Reward to anyone in breach of these Terms or where their Hyperoptic account is in arrears.\n25. The HC Scheme is in no way sponsored, endorsed or administered by, or associated with, Gmail, Whatsapp, or Twitter or Facebook or any other form of social mediamessage service. By entering this HC Scheme, you are providing information to Hyperoptic and not to Gmail, Whatsapp, or Twitter, or Facebook or other message service and agree to release Gmail, Whatsapp, Twitter and Facebook from any liability associated with the HC Scheme.\n26. Hyperoptic’s services, under this HC Scheme or otherwise, are only available at premises which are already covered by Hyperoptic’s network.\n27. Sometimes we may choose to ignore it if you break a provision of these Terms, or we may choose not to enforce a particular provision of these Terms. If we do this, we will still have the right, in the future, to enforce that (or any other) provision of these Terms, including by taking action against you.\n28. Relevant United Kingdom law will apply to these Terms and the relevant courts of the United Kingdom will have exclusive jurisdiction in relation to these Terms.",{"_uid":37,"title":791,"plugin":39,"og_image":18,"og_title":18,"description":792,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"Refer a Friend ‘Hyper Club’ Terms and Conditions | Hyperoptic","Legal section | Refer a Friend ‘Hyper Club’ Terms and Conditions | Hyperoptic","refer-a-friend-hyper-club-terms-and-conditions","legal/refer-a-friend-hyper-club-terms-and-conditions",-30,[],"1c1ff29e-660a-4a4a-8716-1a0ca578a4b5",[],{"name":800,"created_at":801,"published_at":8,"updated_at":8,"id":802,"uuid":803,"content":804,"slug":818,"full_slug":819,"sort_by_date":17,"position":820,"tag_list":821,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":822,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":823,"default_full_slug":17,"translated_slugs":17},"Switch now, Switching Credits - up to £300 (Residential T&Cs)","2026-07-29T08:08:07.958Z",203255349095122,"a077dbee-b140-4c0f-8b45-d72ea1670307",{"_uid":12,"body":805,"Layout":35,"metatags":815,"component":41,"page_type":42,"page_category":43},[806,813],{"_uid":15,"media":807,"theme":21,"title":800,"layout":22,"eyebrow":18,"component":23,"cta_link_1":809,"cta_link_2":810,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":811,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":808},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":812},{},{"id":18,"_uid":32,"component":33,"html_content":814},"Hyperoptic’s “*Switch now*, *Switching Credits*” residential customer promotion (the “**Promotion**”) is open to new Hyperoptic residential broadband customers who order our residential broadband service for their property (“**Property**”) while they are still within a minimum commitment period with another broadband provider (their “**Current Provider**”), as set out in these Terms and Conditions (these “**Terms**”).\n\nFor a Hyperoptic customer who:\n\n- is eligible for this Promotion (as set out in Clause **2** below); and\n- provides us with Proof (as set out in Clauses **3** to **6** below) of the “**Early Termination Charge**”, imposed by their Current Provider, for that customer terminating their Current Provider’s broadband service to switch to Hyperoptic,\n\nwe will reduce that customer’s Hyperoptic bills by the “**Switching Credits Amount**” set out in the tables in Clause **6** below. The Switching Credits Amount will depend on the Early Termination Charge imposed by their Current Provider and the Hyperoptic package the customer orders.\n\n“**Early Termination Charge**” means the charge that is applied because the customer ended their Current Provider’s service early; it relates to the period from the time the Current Provider’s service terminates until the end of the customers minimum commitment period with them.\n\n1. In these Terms and Conditions, “**Hyperoptic**”, “**we**”, “**us**” and “**our**” refer to Hyperoptic Ltd while “**you**” and “**your**” refer to you, our residential customer.\n2. **Who is eligible?**\n   1. This Promotion is only available to new Hyperoptic residential customers who are resident at one of the “**Promotion Postcodes**” (as defined in Clause ii. below):\n      1. who sign up for any of Hyperoptic’s **150Mb**, **500Mb** or **1GB** residential broadband services under a package with a minimum commitment period of **24-months** for their Property;\n      2. who, immediately before such signing up, have no existing agreement for broadband service with Hyperoptic for that Property; and\n      3. who, at the time of such signing up, receive broadband services from their Current Provider.\n   2. This Promotion is only open to eligible customers who are resident at certain postcodes (the “Promotion Postcodes”). You can check whether your postcode is a Promotion Postcode by searching it on our website [here](https://www.hyperoptic.com/broadband/home/price-plans/switchnow/).\n3. **How to benefit from this Promotion**  \n   To benefit from this Promotion, you must place your order for our residential broadband service, choosing one of the packages listed in Clause **2a** above (your “**Hyperoptic Order**”). Then, in accordance with Clause **4** below, you should send us an email (at [telesalesteam@hyperoptic.com](mailto:telesalesteam@hyperoptic.com)) attaching a screenshot or other image of documentation/correspondence from your Current Provider (which could be from their customer portal) which clearly shows us:\n\n\n1. ` `\n\n\n1. that at the time you placed your Hyperoptic Order, you were receiving a broadband service from your Current Provider; and\n2. an invoice from your Current Provider showing the amount of the Early Termination Charge that will apply when you terminate your Current Provider’s broadband service.\n\n(“**Proof**”).\n\n4. You must provide the Proof described in Clause **3** above to us either:\n\n\n1. ` `\n\n\n1. during your Hyperoptic Order process; or\n2. at the latest, by the end of the 30th day that your new Hyperoptic service is active.\n\n\n5. We don’t want you to send us the entire invoice from your Current Provider as Proof – just relevant extracts of it or other communications with your Current Provider which provide us with the evidence we need under Clauses **3a** and **b** above.\n6. **How we will reduce your bills under this Promotion**  \n   It’s our sole decision as to whether or not the Proof you provide is acceptable in connection with this Promotion (i.e. that it is “**Satisfactory Proof**”). If we decide you have provided Satisfactory Proof, this Promotion will be applied to your Hyperoptic Order as follows.\n\n---\n\n**150Mb with a 24 month minimum commitment period**\n\nMonthly Package Charge\\*\n\nSwitching Credits Amount (which will be applied to reduce your Hyperoptic bills)\n\n**Less than £12**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£50.00**\n\n**£12 or more**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£100.00** \n\n---\n\n**500Mb with a 24 month minimum commitment period**\n\nMonthly Package Charge\\*\n\nSwitching Credits Amount (which will be applied to reduce your Hyperoptic bills)\n\n**Less than £12**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£50.00**\n\n**£12 to £20.99 (inclusive)**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£150.00**\n\n**£21.00 or more**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£200.00** \n\n---\n\n**1Gb with a 24 month minimum commitment period**\n\nMonthly Package Charge\\*\n\nSwitching Credits Amount (which will be applied to reduce your Hyperoptic bills)\n\n**Less than £12**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£50.00**\n\n**£12 to £20.99 (inclusive)**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£150.00**\n\n**£21.00 to £24.99 (inclusive)**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£200.00**\n\n**£25 or more**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£300.00** \n\n---\n\nBy sending us your Proof, you expressly agree with us that, if we decide it is Satisfactory Proof, the payments set out in your Contract Information and Contract Summary should be treated as reduced in accordance with this Promotion.\n\nIf you downgrade the speed of the package under your Hyperoptic Order at any time during your minimum commitment period, Hyperoptic reserves the right to adjust the Switching Credits on your account accordingly.\n\n7. **How the Promotion will be shown in your order confirmation**  \n   When you complete your Hyperoptic Order, you’ll receive an order confirmation email from us.\n   1. If, during your Hyperoptic Order process, we decide that you have provided us with Satisfactory Proof entitling you to a Switching Credits Amount, the Promotion will be immediately applied to your Hyperoptic Order in accordance with that Proof, we’ll send you an email to reflect this change, and your payments will be adjusted accordingly; or\n   2. If we decide, after your Hyperoptic Order completes but within the time limit set out in Clause **4** above, that you have provided us with Satisfactory Proof entitling you to a Switching Credits Amount, we’ll send you an email to reflect this change, and your payments will be adjusted accordingly.\n\n**Other terms that apply**\n\n 8. Sales made through third-party vendors, affiliates, resellers, or unauthorised sales channels are not eligible for this promotional credit.\n 9. The Switching Credits Amount is non-exchangeable and non-transferable and no cash alternative is offered.\n10. Switching Credits can only be used to subsidise bills or monies you owe to Hyperoptic as a Hyperoptic customer.\n11. Switching Credits cannot be used to subsidise any Service Termination Fee that you owe to Hyperoptic (as set out in our Guide to Charges and Fees for Residential Customers) if you terminate the package under your Hyperoptic Order during the minimum commitment period.\n12. Hyperoptic’s “Switch now, pay no Package Charge\\* until later” promotion cannot be used in connection with your Hyperoptic Order if this Promotion is applied. Unless we explicitly agree with you otherwise, no other Hyperoptic promotion can be used in connection with your Hyperoptic Order if this Promotion is applied.\n13. Hyperoptic reserves the right to refuse to apply the Promotion and/or to apply some or all of the Switching Credits Amount to the Hyperoptic account of anyone in breach of these Terms.\n14. Hyperoptic reserves the right to terminate, cancel, suspend, or amend this Promotion, if necessary.\n15. Personal data supplied during the course of the Promotion will only be processed as set out in Hyperoptic’s Privacy Policy available at [www.hyperoptic.com/legal/post/privacy-and-cookiepolicy/](https://www.hyperoptic.com/legal/post/privacy-and-cookiepolicy/).\n16. Hyperoptic’s services, under this Promotion or otherwise, are only available at premises which are already covered by our network.\n17. Hyperoptic’s Residential Customer Terms of Service ([www.hyperoptic.com/legal/post/terms-of-service/](https://www.hyperoptic.com/legal/post/terms-of-service/)) will apply to your Hyperoptic Order.\n18. Sometimes we may choose to ignore it if you break a provision of these Terms, or we may choose not to enforce a particular provision of these Terms. If we do this, we will still have the right, in the future, to enforce that (or any other) provision of these Terms, including by taking action against you.\n19. Relevant United Kingdom law will apply to these Terms and the relevant courts of the United Kingdom will have exclusive jurisdiction in relation to these Terms.\n\n\\* For the purpose of this Promotion, “Package Charge” means the monthly charge normally payable for any of our broadband-only, broadband plus phone or Hyperoptic Total Wi-Fi packages. For the avoidance of doubt, “Package Charge” does not include any Static IP Address Fee, Battery Back-Up Unit Fee, Installation Fee, Activation Charge, fees for Additional Telephone Plans (such as our UK Mobile Plan, Anytime UK Landline Plan, or International Plan), fees for “Chargeable Calls” (i.e. calls on our telephone service that are not included in your Package Charge or Additional Telephone Plan(s)) or any other charges/fees related to our services.\n\nIf you would like more information about Hyperoptic, or this Promotion, please contact Hyperoptic on [0333 332 1111](tel:+443333321111).\n\nPlease visit [www.hyperoptic.com/broadband/home/](https://www.hyperoptic.com/broadband/home/) for full details about Hyperoptic’s residential service (including standard charges and fees).\n\nHyperoptic Ltd is an internet service provider, registered in England and Wales under company number 07222543, with registered office and main trading address at Kings House, 174 Hammersmith Road, London, W6 7JP and VAT number 164 6525 96.",{"_uid":37,"title":816,"plugin":39,"og_image":18,"og_title":18,"description":817,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"Switch now, Switching Credits - up to £300 (Residential T&Cs) | Hyperoptic","Legal section | Switch now, Switching Credits - up to £300 (Residential T&Cs) | Hyperoptic","switch-now-switching-credits-up-to-300-pounds-residential-tcs","legal/switch-now-switching-credits-up-to-300-pounds-residential-tcs",-20,[],"b5e1c2dc-484e-42ef-b5af-50dee8be1e76",[],{"name":825,"created_at":826,"published_at":8,"updated_at":8,"id":827,"uuid":828,"content":829,"slug":843,"full_slug":844,"sort_by_date":17,"position":845,"tag_list":846,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":847,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":848,"default_full_slug":17,"translated_slugs":17},"“Switch now, Switching Credits” (Business) Terms and Conditions","2026-07-29T08:05:40.991Z",203254747118269,"b043315f-cca4-47d1-94a0-83b8a5826df2",{"_uid":12,"body":830,"Layout":35,"metatags":840,"component":41,"page_type":42,"page_category":43},[831,838],{"_uid":15,"media":832,"theme":21,"title":825,"layout":22,"eyebrow":18,"component":23,"cta_link_1":834,"cta_link_2":835,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":836,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":833},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":837},{},{"id":18,"_uid":32,"component":33,"html_content":839},"Hyperoptic’s “*Switch now*, *Switching Credits*” business customer promotion (the “**Promotion**”) is open to new Hyperoptic business broadband customers who order our business broadband service for their premises (“**Premises**”) while they are still within a minimum commitment period with another broadband provider (their “**Current Provider**”), as set out in these Terms and Conditions (these “**Terms**”).\n\nFor a Hyperoptic business customer who:\n\n- is eligible for this Promotion (as set out in Clause **2** below); and\n- provides us with Proof (as set out in Clauses **3** to **6** below) of the “**Early Termination Charge**”, imposed by their Current Provider, for that customer terminating their Current Provider’s broadband service to switch to Hyperoptic,\n\nwe will reduce that customer’s Hyperoptic bills by the “**Switching Credits Amount**” set out in the tables in Clause **6** below. The Switching Credits Amount will depend on the Early Termination Charge imposed by their Current Provider and the Hyperoptic package the customer orders.\n\n“**Early Termination Charge**” means the charge that is applied because the customer ended their Current Provider’s service early; it relates to the period from the time the Current Provider’s service terminates until the end of the customers’ minimum commitment period with them.\n\n1. In these Terms and Conditions, “**Hyperoptic**”, “**we**”, “**us**” and “**our**” refer to Hyperoptic Ltd while “**you**” and “**your**” refer to you, our business customer.\n2. **Who is eligible?**  \n   This Promotion is only available to new Hyperoptic business customers:w\n   1. Who sign up for any of Hyperoptic’s **150Mb**, **250Mb,** **500Mb** or **1GB** business broadband services under a package with a minimum commitment period of **24-months** or **36-months** for their Premises;\n   2. who, immediately before such signing up, have no existing agreement for broadband service with Hyperoptic for that Premises; and\n   3. who, at the time of such signing up, receive broadband services from their Current Provider.\n3. **How to benefit from this Promotion**  \n   To benefit from this Promotion, you must place your order for our business broadband service, choosing one of the packages listed in Clause **2a** above (your “**Hyperoptic Order**”). Then, in accordance with Clause **4** below, you should send us an email (at business.sales@hyperoptic.com) attaching a screenshot or other image of documentation/correspondence from your Current Provider (which could be from their customer portal) which clearly shows us:\n   1. that at the time you placed your Hyperoptic Order, you were receiving a broadband service from your Current Provider; and\n   2. an invoice from your Current Provider showing the amount of the Early Termination Charge that will apply when you terminate your Current Provider’s broadband service.  \n        \n      (“**Proof**”).\n4. You must provide the Proof described in Clause **3** above to us either:\n   1. during your Hyperoptic Order process; or\n   2. at the latest, within 14 days of placing your Hyperoptic Order.\n5. We don’t want you to send us the entire invoice from your Current Provider as Proof – just relevant extracts of it or other communications with your Current Provider which provide us with the evidence we need under Clauses **3a** and **b** above.\n6. **How we will reduce your bills under this Promotion**  \n   It’s our sole decision as to whether or not the Proof you provide is acceptable in connection with this Promotion (i.e. that it is “**Satisfactory Proof**”). If we decide you have provided Satisfactory Proof, this Promotion will be applied to your Hyperoptic Order as follows.\n\n---\n\n**150Mb** with a **24 month** or **36 month** minimum commitment period\n\n**Monthly** **Package Charge\\***\n\n**Switching Credits Amount (which will be applied to reduce your Hyperoptic bills)**\n\n**Up to £37.99 (inclusive)**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£60**\n\n**£38 to £54.99 (inclusive)**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£75**\n\n**£55 to £69.99 (inclusive)**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£100**\n\n**£70 or more**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£150** \n\n---\n\n**250Mb** with a **24 month** or **36 month** minimum commitment period\n\n**Monthly** **Package Charge\\***\n\n**Switching Credits Amount (which will be applied to reduce your Hyperoptic bills)**\n\n**Up to £19.99 (inclusive)**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£60**\n\n**£20 to £37.99 (inclusive)**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£75**\n\n**£38 to £54.99 (inclusive)**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£100**\n\n**£55 to £69.99 (inclusive)**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£150**\n\n**£70 or more**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£250** \n\n---\n\n**500Mb** with a **24 month** or **36 month** minimum commitment period\n\n**Monthly** **Package Charge\\***\n\n**Switching Credits Amount (which will be applied to reduce your Hyperoptic bills)**\n\n**Up to £19.99 (inclusive)**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£60**\n\n**£20 to £37.99 (inclusive)**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£100**\n\n**£38 to £54.99 (inclusive)**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£150**\n\n**£55 to £69.99 (inclusive)**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£250**\n\n**£70 or more**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£350** \n\n---\n\n**1Gb** with a **24 month** or **36 month** minimum commitment period\n\n**Monthly Package Charge\\***\n\n**Switching Credits Amount (which will be applied to reduce your Hyperoptic bills)**\n\n**Up to £19.99 (inclusive)**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£60**\n\n**£20 to £37.99 (inclusive)**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£150**\n\n**£38 to £54.99 (inclusive)**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£250**\n\n**£55 to £69.99 (inclusive)**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£350**\n\n**£70 or more**\n\nThe amount of the Early Termination Charge imposed by your Current Provider, up to a maximum of **£500**\n\n---\n\nBy sending us your Proof, you expressly agree with us that, if we decide it is Satisfactory Proof, the payments set out in your Contract Information and Contract Summary should be treated as reduced in accordance with this Promotion.\n\nIf you downgrade the speed of the package under your Hyperoptic Order at any time during your minimum commitment period, Hyperoptic reserves the right to adjust the Switching Credits on your account accordingly.\n\n**7. How the Promotion will be shown in your order confirmation**  \nWhen you complete your Hyperoptic Order, you’ll receive an order confirmation email from us.\n\n1. ` `\n\n\n1. If, during your Hyperoptic Order process, we decide that you have provided us with Satisfactory Proof entitling you to a Switching Credits Amount, the Promotion will be immediately applied to your Hyperoptic Order in accordance with that Proof, we’ll send you an email to reflect this, and your payments will be adjusted accordingly; or\n2. If we decide, after your Hyperoptic Order completes but within the time limit set out in Clause **4** above, that you have provided us with Satisfactory Proof entitling you to a Switching Credits Amount, we’ll send you an email to reflect this change, and your payments will be adjusted accordingly.\n\n**Other terms that apply**\n\n 8. The Switching Credits Amount is non-exchangeable and non-transferable and no cash alternative is offered.\n 9. Switching Credits can only be used to subsidise the Monthly Package Charge you owe to Hyperoptic as a Hyperoptic customer.\n10. Switching Credits cannot be used to subsidise any other fees or charges that you may owe to Hyperoptic (as set out in our [Guide to Charges and Fees for Business Customers](https://www.hyperoptic.com/wp-content/uploads/documents/Business_Price_Guide_Book.pdf)), including any Service Termination Fee if you terminate the package under your Hyperoptic Order during the minimum commitment period.\n11. Hyperoptic’s “Switch now, pay no Package Charge\\* until later (Business)” promotion cannot be used in connection with your Hyperoptic Order if this Promotion is applied. Unless we explicitly agree with you otherwise, no other Hyperoptic promotion can be used in connection with your Hyperoptic Order if this Promotion is applied.\n12. Hyperoptic reserves the right to refuse to apply the Promotion and/or to apply some or all of the Switching Credits Amount to the Hyperoptic account of anyone in breach of these Terms.\n13. Hyperoptic reserves the right to terminate, cancel, suspend, or amend this Promotion, at any time.\n14. Hyperoptic’s services, under this Promotion or otherwise, are only available at premises which are already covered by our network.\n15. Hyperoptic’s Business Customer Terms of Service ([www.hyperoptic.com/legal/post/business-customer-terms-of-service/](http://www.hyperoptic.com/legal/post/business-customer-terms-of-service/) ) will apply to your Hyperoptic Order.\n16. Sometimes we may choose to ignore it if you break a provision of these Terms, or we may choose not to enforce a particular provision of these Terms. If we do this, we will still have the right, in the future, to enforce that (or any other) provision of these Terms, including by taking action against you.\n17. These Terms are governed by English law and you agree to the jurisdiction of the English courts.\n\n\\* For the purpose of this Promotion, “Package Charge” means the monthly charge normally payable for any of our broadband-only, broadband plus phone or Hyperoptic Total Wi-Fi packages. For the avoidance of doubt, “Package Charge” does not include any Static IP Address Fee, Battery Back-Up Unit Fee, Installation Fee, Activation Charge, fees for Additional Telephone Plans (such as our UK Mobile Plan, Anytime UK Landline Plan, or International Plan), fees for “Chargeable Calls” (i.e. calls on our telephone service that are not included in your Package Charge or Additional Telephone Plan(s)) or any other charges/fees related to our services.\n\nIf you would like more information about Hyperoptic, or this Promotion, please contact Hyperoptic on 0203 318 8216.\n\nPlease visit [www.hyperoptic.com/business/](https://www.hyperoptic.com/business/) for full details about Hyperoptic’s business service (including standard charges and fees).\n\nHyperoptic Ltd is an internet service provider, registered in England and Wales under company number 07222543, with registered office and main trading address at Kings House, 174 Hammersmith Road, London, W6 7JP and VAT number 164 6525 96.",{"_uid":37,"title":841,"plugin":39,"og_image":18,"og_title":18,"description":842,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"“Switch now, Switching Credits” (Business) Terms and Conditions | Hyperoptic","Legal section | “Switch now, Switching Credits” (Business) Terms and Conditions | Hyperoptic","switch-now-switching-credits-business-terms-and-conditions","legal/switch-now-switching-credits-business-terms-and-conditions",-10,[],"c489d0f8-e1a6-4c46-8ab8-7b31b120c606",[],{"name":850,"created_at":851,"published_at":8,"updated_at":8,"id":852,"uuid":853,"content":854,"slug":868,"full_slug":869,"sort_by_date":17,"position":870,"tag_list":871,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":872,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":873,"default_full_slug":17,"translated_slugs":17},"Hyperoptic Employee Refer and Earn Terms and Conditions","2026-07-29T08:04:52.439Z",203254548249272,"5f25291a-4433-466d-a8df-3beb0e59ca79",{"_uid":12,"body":855,"Layout":35,"metatags":865,"component":41,"page_type":42,"page_category":43},[856,863],{"_uid":15,"media":857,"theme":21,"title":850,"layout":22,"eyebrow":18,"component":23,"cta_link_1":859,"cta_link_2":860,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":861,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":858},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":862},{},{"id":18,"_uid":32,"component":33,"html_content":864},"The promoter of this Employee Refer and Earn scheme (the “**Scheme**”) is Hyperoptic Ltd, registered in England and Wales under company number 7222543 and with registered office at Kings House, 174 Hammersmith Road, London, England, W6 7JP (“**Hyperoptic**”). Please read the following terms and conditions carefully. These Terms and Conditions (“**Terms**”) govern the Scheme and apply to both Employee Referrers and New Customers (both as described below).\n\n**How to take part as a referrer under this Scheme (“Employee Referrer”)**\n\n1. Any Hyperoptic employee employed directly by Hyperoptic can be an Employee Referrer (unless they are excluded - see ‘Who is excluded?’ clauses 4 to 6 below) and can take part in the Scheme using their unique web link provided to them by Hyperoptic (“**Referral Link**”).\n\n**Making referrals**\n\n2. To make a referral under this Scheme, an Employee Referrer must share their Referral Link with New Customers who are:\n   - not currently Hyperoptic customers;\n   - happy to receive the Referral Link ; and\n   - eligible to take part in this Scheme (see ‘Who is excluded?’ below) (“**New Customer**”).\n3. If the New Customer then uses the Referral Link to register their details and make a “Qualifying Purchase” (see clauses 8 to 11), the New Customer and the Employee Referrer can each receive a “Reward” (Rewards are described in clauses 12 and 14.)\n\n**Who is excluded?**\n\n*Exclusions relevant to Employee Referrers*\n\n4. Only Hyperoptic employees registered to this Scheme may act as Employees Referrers. No other Hyperoptic employees can take part as Employees Referrers or New Customers.\n5. You cannot be a New Customer under this Scheme if you or anyone in your household has been a Hyperoptic customer within the 24 months before you use a Referral Link to order Hyperoptic’s service.\n   1. Sales Teams: any Hyperoptic employee whose duties involve direct sales, telesales or other customer acquisition activity which may involve commission payments for securing new customers on behalf of Hyperoptic;\n   2. Business Development Teams: employees within Hyperoptic’s Business Development department cannot act as a referrer to New Customers at sites or accounts that are assigned to, or managed by, that employee as part of their Business Development role;\n   3. Non-UK residents: any Hyperoptic employee whose primary place of work is not the United Kingdom; and\n   4. User access to Buyapowa Limited (“Buyapowa”): any Hyperoptic employee that has been given Hyperoptic user access to the Buyapowa platform.\n6. For the avoidance of doubt, Employee Referrers cannot refer themselves, or anyone else in their household, as a New Customer.\n\n*Exclusions relevant to New Customers*\n\n7. You cannot be a New Customer under this Scheme if:\n   1. You or anyone in your household has been a Hyperoptic residential customer within the 24 months before you use a Referral Link to order Hyperoptic’s service.\n   2. You or anyone in your household has been a Hyperoptic business customer within the 24 months before you use a Referral Link to order Hyperoptic’s service.\n   3. You are a Hyperoptic employee (whether or not you are an Employee Referrer).\n\n   **Qualifying Purchases**\n    8. A “**Qualifying Purchase**” is the order, by a New Customer:\n       1. of Hyperoptic’s 150Mb, 500Mb or 1Gb residential broadband service (“**Residential Services**”); or\n       2. Hyperoptic’s 150Mb, 250Mb, 500Mb or 1Gb business broadband service\n\n       using a Referral Link provided by an Employee Referrer.\n    9. Orders made via third party sellers (i.e. not with Hyperoptic directly) are not Qualifying Purchases.\n   10. Orders for business services made under Hyperoptic’s Full-Service or Build-to-Rent offerings or which are otherwise for “Landlord Services” (as defined in Clause 7.1 of Hyperoptic’s Business Customer Terms of Service) are not Qualifying Orders.\n   11. Orders that are cancelled or otherwise terminated before the 31st day of active broadband service provided under that order, are not Qualifying Purchases.\n\n   **Rewards**\n   12. If you are eligible for a Reward under this Scheme (either as an Employee Referrer or a New Customer), Buyapowa Limited (“**Buyapowa**”) will send you an email (the “**Reward Email**”) with a link and details on how to choose and redeem your Reward described in clauses 13 and 14. The Reward Email will be sent after the New Customer’s order becomes a Qualifying Purchase (i.e. after the broadband service provided under their Qualifying Purchase has been active for at least 31 days).\n   13. The “**Reward**” for an Employee Referrer in relation to a Qualifying Purchase will be a £25 voucher. Available vouchers to choose between will be as follows:\n       1. Amazon voucher redeemable at \u003Chttps://www.amazon.co.uk/>; or\n       2. John Lewis voucher redeemable at any of their UK stores or online at \u003Chttp://johnlewis.com/>; or\n       3. Tesco voucher redeemable at any of their UK stores or online at \u003Chttps://www.tesco.com/>; or\n       4. PayPal voucher redeemable on \u003Chttps://www.paypal.com/uk/home>.\n\n\n   14. The “**Reward**” for a New Customer in relation to a Qualifying Purchase will be:\n       1. If the Qualifying Purchase is for residential broadband services:\n          - for packages of 150Mb - a £25 voucher\n          - for packages of 500Mb - a £50 voucher\n          - for packages of 1Gb - a £100 voucher\n       2. If the Qualifying Purchase is for business broadband services:\n          - for packages of 150Mb or 250Mb – a £25 voucher\n          - for packages of 500Mb – a £50 voucher\n          - for packages of 1Gb – a £100 voucher\n\n   In each case, the available vouchers to choose between will be as follows:\n   1. ` `\n   - Amazon voucher redeemable at [amazon.co.uk](https://www.amazon.co.uk/); or\n   - John Lewis voucher redeemable at any of their UK stores or online at [johnlewis.com](https://www.johnlewis.com/); or\n   - Tesco voucher redeemable at any of their UK stores or online at [tesco.com](https://www.tesco.com/).\n   15. A Reward will only be made available to any Employee Referrer or New Customer who is eligible for it under these Terms. If a New Customer makes a Qualifying Purchase for business broadband services and receives a Reward, it may only be used for the benefit of the business.\n   16. If a chosen Reward is no longer available, Hyperoptic reserves the right to provide a replacement reward of at least equal value.\n   17. You must use the link within the Reward Email to claim your Reward within 90 days of the Reward Email being sent to you.\n   18. It is your responsibility to check the terms and conditions for using the Reward (including its expiry date) – these will be sent to you with the Reward.\n   19. The Reward Email should be kept securely – Hyperoptic is under no obligation to replace it if you lose or delete it.\n\n   **General**\n   20. An Employee Referrer cannot refer themself or anyone else at their address as a New Customer.\n   21. This Scheme cannot be used in conjunction with any other offer.\n   22. Personal data supplied during the course of this Promotion will only be processed as set out in Hyperoptic’s Privacy Policy available at [www.hyperoptic.com/legal/post/privacy-and-cookiepolicy](https://www.hyperoptic.com/legal/post/privacy-and-cookie-policy/). If you are eligible for a Reward, Hyperoptic will share your name and email address with Buyapowa so that they can send you the Reward Email.\n   23. Hyperoptic reserves the right to terminate, suspend, cancel or amend this Scheme and/or review and revise these Terms at any time without giving prior notice. Any changes to these Terms will be published on Hyperoptic’s website.\n   24. Hyperoptic will withhold Rewards if it reasonably suspects fraudulent activity. All decisions made by Hyperoptic are final.\n   25. Hyperoptic reserves the right to refuse to apply this Scheme and/or to send a Reward to anyone in breach of these Terms or where their Hyperoptic account is in arrears.\n   26. The Scheme is in no way sponsored, endorsed or administered by, or associated with, Gmail, Whatsapp, or Twitter or Facebook or any other form of social media message service. By entering this Scheme, you are providing information to Hyperoptic and not to Gmail, Whatsapp, or Twitter, or Facebook or other message service and agree to release Gmail, Whatsapp, Twitter and Facebook from any liability associated with the Scheme.\n   27. Hyperoptic’s services, under this Scheme or otherwise, are only available at premises which are already covered by Hyperoptic’s network.\n   28. Hyperoptic’s [Business Customer Terms of Service](https://www.hyperoptic.com/legal/post/business-customer-terms-of-service/) will apply to any order for Hyperoptic’s Business Broadband Service. Hyperoptic’s [Residential Customer Terms of Service](https://www.hyperoptic.com/legal/post/terms-of-service/) will apply to any order for Hyperoptic’s Residential Broadband Service.\n   29. Sometimes we may choose to ignore it if you break a provision of these Terms, or we may choose not to enforce a particular provision of these Terms. If we do this, we will still have the right, in the future, to enforce that (or any other) provision of these Terms, including by taking action against you.\n   30. Relevant United Kingdom law will apply to these Terms and the relevant courts of the United Kingdom will have exclusive jurisdiction in relation to these Terms.",{"_uid":37,"title":866,"plugin":39,"og_image":18,"og_title":18,"description":867,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"Hyperoptic Employee Refer and Earn Terms and Conditions | Hyperoptic","Legal section | Hyperoptic Employee Refer and Earn Terms and Conditions | Hyperoptic","hyperoptic-employee-refer-and-earn-terms-and-conditions","legal/hyperoptic-employee-refer-and-earn-terms-and-conditions",0,[],"23eaf908-bcc5-4b8c-a0be-6cc38b8c077b",[],{"name":875,"created_at":876,"published_at":8,"updated_at":8,"id":877,"uuid":878,"content":879,"slug":893,"full_slug":894,"sort_by_date":17,"position":895,"tag_list":896,"is_startpage":28,"parent_id":48,"meta_data":17,"group_id":897,"first_published_at":50,"release_id":17,"lang":51,"path":17,"alternates":898,"default_full_slug":17,"translated_slugs":17},"“Make it Right” Policy","2026-07-29T08:00:45.604Z",203253537231770,"e3ed3649-6202-4e01-bb06-b7e77b0b2505",{"_uid":12,"body":880,"Layout":35,"metatags":890,"component":41,"page_type":42,"page_category":43},[881,888],{"_uid":15,"media":882,"theme":21,"title":875,"layout":22,"eyebrow":18,"component":23,"cta_link_1":884,"cta_link_2":885,"media_type":18,"promo_code":18,"video_link":18,"cta_label_1":18,"cta_label_2":18,"show_trustpilot":28,"subheading_text":18,"background_image":886,"additional_actions":18,"caption_content_align":18,"background_image_layout":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":883},{},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":18,"url":18,"linktype":25,"fieldtype":26,"cached_url":18},{"id":17,"alt":17,"name":18,"focus":17,"title":17,"source":17,"filename":18,"copyright":17,"fieldtype":19,"meta_data":887},{},{"id":18,"_uid":32,"component":33,"html_content":889},"This “Make it Right” Policy (“**Policy**”) applies to your (legal) agreement for Hyperoptic’s residential broadband service or residential broadband and phone service (“**Agreement**”) if:\n\n1. you signed up for that Agreement as a new customer **on or after 30 June 2026** and your Contract Information sets out that this Policy applies to you; or\n2. your Agreement started **before 30 June 2026**, and:\n   1. when you changed your package under that Agreement, you accepted that this Policy rather than our [Automatic Compensation Policy](https://www.hyperoptic.com/legal/post/automatic-compensation-policy/) applies to your Agreement; **or**\n   2. after fully following Ofcom’s process for changing customer contracts, we changed your Agreement so that this Policy applies in place of our Automatic Compensation Policy.\n\nIn this Policy, “we”, “us” and “our” refer to Hyperoptic, while “you” and “your” refer to any Hyperoptic residential customer to whom this Policy applies (as set out above).\n\n1\\. ABOUT US\n\nHyperoptic Ltd (“**Hyperoptic**”) is a full fibre internet service provider (“**ISP**”) and a limited company registered in England and Wales. Our company number is 07222543, our registered office and main trading address is at Kings House, 174 Hammersmith Road, London, W6 7JP and our VAT number is 164 6525 96.\n\nWe’re regulated in the UK by Ofcom, the UK communications regulator. We’re also a member of the UK Internet Service Providers Association (“**ISPA**”) and the Communications Ombudsman (an independent alternative dispute resolution service) – see our Complaints Code of Practice for further details.\n\n 2\\. ABOUT THIS POLICY\n\nWe aim to provide you with an exceptional service.\n\nHowever, sometimes things go wrong and there may be a delay either in providing you with the broadband service and/or telephone services you ordered from us (“**Service**” or “**Services**”), or in repairing a fault in those Services, or it may happen that one of our engineers misses an appointment you’ve arranged with us to have those Services installed or repaired.\n\nWe recognise the inconvenience that these delays and missed appointments (we’ve called these “**Service Issues**”) can cause – which is why we compensate you for them, as explained below.\n\nThis Policy sets out how, if all the conditions relating to the Service Issues described below apply to you, we’ll provide you with compensation (“**Compensation**”) automatically, without you needing to make a claim for it.\n\nNote that:\n\n1. even if you’re entitled to compensation under this Policy, you can still make a complaint if you’re unhappy about any part of our service and we’ll do our best to sort out your problem or query – our Complaints Code of Practice sets out how you can do this; and\n2. compensation paid to you under this Policy doesn’t limit any other legal rights you may have as a consumer.\n\n3\\. COMPENSATION\n\n3.1 **Delayed Activation Compensation**\n\nUnless section 3.4 below applies, you’ll be entitled to Delayed Activation Compensation if we don’t “activate the broadband Service” that you ordered under your Agreement, by 11.59pm on your “Agreed Service Start Date”.\n\nBy “**activate the broadband Service**” we mean the initial activation of Hyperoptic’s broadband Service under your Agreement (rather than later Service changes) and your “**Agreed Service Start Date**” is the Service Start Date set out in section 4 (“Delivery of Service”) of your Contract Information document relating to that initial activation.\n\nYou’ll also be entitled to Delayed Activation Compensation if we fail to provide you with a Hyperhub router by 11.59pm on your Agreed Service Start Date (and you tell us that you haven’t received it), unless we can prove that we correctly posted it to you.\n\nDelayed Activation Compensation won’t apply where you’re switching to Hyperoptic from another communications provider at your current premises (i.e. where our Service(s) will replace some or all of the services they’re providing to you at those premises) – see section 3.4 below in relation to compensation for delays relating to such switches.\n\nIf you’re entitled to Delayed Activation Compensation, you won’t need to make a claim for it - see section 3.5 below. Instead, we’ll automatically credit your Hyperoptic customer account (your “**Hyperoptic Account**”), with **one month’s cost to you of the Service(s) and (if any) the Additional Services** that are set out in your applicable Contract Information document – note that:\n\n1. any charges that you incur for calls on our telephone Service are not included in Delayed Activation Compensation; and\n2. “**Additional Services**” means our Total Wi-Fi, our additional telephone plans and our static IP address facility.\n\nIf you’re already within a period of free broadband Service when the delayed activation happens, the credit will be against the next month when you would (but for the credit) have to pay for your Services.\n\nIf you’re entitled to Delayed Activation Compensation this won’t prevent you from also receiving any Missed Appointment Compensation (see section 3.3 below) that applies to you.\n\nNote that the limits and exclusions set out in sections 3.6 and 3.7 below, will apply to any Delayed Activation Compensation.\n\n3.2 **Delayed Repair Compensation**\n\nYou’ll be entitled to Delayed Repair Compensation, if we’ve provided you with our Service(s) and you:\n\n1. report to us\n   1. by calling us on [0333 332 1111](tel:+443333321111);\n   2. by emailing us at [support@hyperoptic.com](mailto:support@hyperoptic.com); or\n   3. by raising a ticket in the My Account section of our website ([hyperoptic.com](http://www.hyperoptic.com/))\n\n   that you can’t access the public internet, or, if we’ve provided you with our telephone Service (which works over the internet), that you can’t make calls using that Service (we call this a “**Loss of Service**”);\n2. after we check your Service(s) (either by engineer visit or testing remotely) we find that there’s an access problem, for which we should record (or have recorded) a fault;\n3. the Loss of Service is due to an unplanned change in the way the network on which we provide your Service(s) (our “**Network**”) is working (we won’t compensate you for disruption to your Service(s) caused by planned work on our Network that we’ve already told you about); and\n4. the fault isn’t repaired by the “deadline” of 11.59pm on the next working day after the working day on which you reported it or are treated as having reported it (see next paragraph) (the “**Report Day**”). However, if you ask for the repair to be made by a later date, the “deadline” will be 11.59pm on that later date.\n\nNote that unless we have you registered for “**Priority Fault Repair**”, if you report the Loss of Service on a non-working day or outside the “standard working hours” of 9.00am to 5.00pm on a working day, the Report Day will be the first working day after your report.\n\nSo, for example, if you report a Loss of Service(s) during standard working hours on Monday (or, where we have you registered for “Priority Fault Repair”, if we first become aware of your Loss of Service during that time), we’ll credit your Hyperoptic Account with Delayed Repair Compensation (using your Delayed Repair Compensation Daily Amount - see below) if we haven’t fixed that fault by 11.59pm on Tuesday (unless you asked for a later repair date) and also for each full day that your Loss of Service continues after that deadline.\n\nYou won’t (as set out in section 3.7(a) below) be entitled to Delayed Repair Compensation if the delay is due to you not accepting the first date we offer you to sort out your Loss of Service.\n\nYour “**Delayed Repair Compensation Daily Amount**” is **the cost to you, for one day of your Service(s) and (if applicable) your Additional Services** (as defined in section 3.1b) above), at the time of your Loss of Service. We will base this cost calculation on your regular monthly charge for the Services (and any of those Additional Services) that we had agreed to provide you with (under your Agreement) at the time of your Loss of Service. If your Loss of Service is during a period when your Service(s) are free of charge, in calculating your Delayed Repair Compensation Daily Amount, we will use the cost to you of one day of those Service(s) during the next month when those Service(s) become chargeable.\n\nFor example, if you’re entitled to Delayed Repair Compensation for a Loss of Service we’ll credit your Hyperoptic Account with the Delayed Repair Compensation Daily Amount for missing the deadline set out in paragraph d) above, and (if applicable) for each full day that your Loss of Service continues after that deadline.\n\nOnce you’ve reported the Loss of Service (as set out in paragraph a) above), you don’t need to make a separate claim for Delayed Repair Compensation – we’ll automatically credit any Delayed Repair Compensation that applies to you to your Hyperoptic Account (see section 3.5 below).\n\nIf you’re entitled to Delayed Repair Compensation, this won’t prevent you from also receiving any Missed Appointment Compensation (see section 3.3 below) that applies to you.\n\nIf:\n\n5. you report a Loss of Service to us (as set out in paragraph a) above) but within 24 hours of our telling you that it is repaired, you report a new Loss of Service to us (again as set out in paragraph a) above);\n6. both Losses of Service are eligible for Delayed Repair Compensation; and\n7. the new Loss of Service has the same underlying cause as the previous one,\n\nthe Delayed Repair Compensation will be calculated as if the previous Loss of Service had continued until the new Loss of Service was repaired.\n\nSo, if you reported your first Loss of Service during standard working hours on a Monday, if it was fixed two days later on Wednesday and was eligible for Delayed Repair Compensation, you’d receive a credit of 1x the Delayed Repair Compensation Daily Amount because the repair hadn’t been completed by the end of Tuesday (11.59pm on the next working day after the Report Day), assuming that you hadn’t asked for a later Report Day. If you then reported a new Loss of Service within 24 hours of that repair (so, on Thursday), and this new Loss of Service had the same underlying cause as the first Loss of Service, if this new Loss of Service was then repaired on Monday (with no further Loss of Service), you would be credited with Delayed Repair Compensation as if the first Loss of Service (that you had reported the previous Monday) had carried on until its final repair, one week later. This means that you would receive a further credit of 5x the Delayed Repair Compensation Daily Amount, to cover each of Wednesday, Thursday, Friday, Saturday and Sunday.\n\nNote that the limits and exclusions set out in sections 3.6 and 3.7 below, will apply to any Delayed Repair Compensation.\n\n3.3 **Missed Appointment Compensation**\n\nYou’ll be entitled to Missed Appointment Compensation, as set out in this section 3.3, if:\n\n1. we’ve confirmed an engineer appointment slot with you; and\n2. you need this appointment in order for us to provide you with, or to repair, our broadband Service (which includes an upgrade to a Service with a higher speed); and\n3. the engineer fails to arrive during that appointment slot,\n\nexcept if:\n\n4. we’ve called you (and left a message if you do not pick up the call), at least 24 hours before the beginning of your slot, to tell you that this appointment has been changed or cancelled (we’ll also follow this up with a message to the email address you’ve registered with us (“your Registered Email Address”), confirming the same); or\n5. you agree with us to change the slot for another slot that same day.\n\nMissed Appointment Compensation for missed engineer appointments that occur from 1 April 2026 up to and including 31 March 2027 is **£25.00**.\n\nIf you’re entitled to Missed Appointment Compensation, you don’t have to make a claim for it. We will tell you that you’re entitled to it and then automatically credit the amount to your Hyperoptic Account (see section 3.5 below).\n\nIf you’re entitled Missed Appointment Compensation, this won’t prevent you from also receiving any Delayed Activation Compensation, Delayed Repair Compensation or Delayed Switch Compensation that applies to you (see sections 3.1 and 3.2 above, and section 3.4 below).\n\nNote that the limits and exclusions set out in sections 3.6 and 3.7 below, will apply to any Missed Appointment Compensation.\n\n3.4 **Delayed Switch Compensation** (applies only where you switch provider at the same premises (a “One Touch Switch”))\n\nWe’ll compensate you automatically, as set out in this section 3.4, if:\n\n1. you order Service(s) from us, as a new customer, for your premises; and\n2. at the time of that order, and for those same premises, you’re already receiving broadband and/or fixed line services from another communications provider (your “Current Provider”), under a legal agreement you have with them; and\n3. we haven’t Completed the Switch by 11.59pm on the Agreed Service Start Date.\n\n“**Completed the Switch**” means activated the Service(s) and sent your Current Provider a Switch Trigger Message.\n\n“**Agreed Service Start Date**” means:\n\n4. the exact date on or by which we said we’d activate the Service(s), which we confirmed to you in writing after issuing your Contract Information document; or, if you received no such date from us\n5. the estimated Service Start Date set out in section 4 (“Delivery of Service”) of your Contract Information document, in relation to the Service(s).\n\n“**Switch Trigger Message**” is a message from us to your Current Provider telling them that we’ve completed all our parts of the switch. This lets your Current Provider know that they should not charge you for their services which are due to end as a result of the switch, after the day we send that message.\n\nThe “**Delayed Switch Daily Compensation Amount”** for the period 1 April 2026 to 31 March 2027 is **£3.00 (“Level A Compensation”) or £6.46 (“Level B Compensation”)**, as applicable (see below).\n\nLevel A Compensation applies if we did not send your Current Provider a Switch Trigger Message on the Agreed Service Start Date (so you continued to have their service after the Agreed Service Start Date)\n\nLevel B Compensation applies if we sent your Current Provider a Switch Trigger Message on the Agreed Service Start Date.\n\nIf you’re entitled to Delayed Switch Compensation under this section 3.4, we will pay you the applicable Delayed Switch Daily Compensation Amount:\n\n6. if we fail to activate the Service(s) on the Agreed Service Start Date; and also\n7. for each full day following the Agreed Service Start Date that the Service(s) have still not been activated, until (but not including) either the date on which activation happens or, if earlier, the date you or we cancel or end those Service(s).\n\nFor example, if your Agreed Switch Date is on a Monday (in June 2026) but we don’t activate the Service(s) until the next day (Tuesday), then, if Level A Compensation applies, we’ll compensate you £3.00 for not activating the Service(s) on the Agreed Switch Date. If, instead, we delayed activating the Service(s) until Friday, then (again, assuming Level A Compensation applies) £12.00 would be payable - £3.00 for missing the Agreed Switch Date (Monday) and another £3.00 for each of the 3 full days you had to wait (Tuesday, Wednesday and Thursday) until activation.\n\nWe’ll also be treated as having failed to activate the Service(s) on the Agreed Switch Date if we fail to provide you with a Hyperhub router by that date (and you tell us that you haven’t received it), unless we can prove that we correctly posted it to you.\n\nIf you’re entitled to Delayed Switch Compensation, you don’t have to make a claim for it. We will tell you that you’re entitled to it and then automatically credit the relevant amount to your Hyperoptic Account (see section 3.5 below).\n\nIf you’re entitled to Delayed Switch Compensation, this won’t prevent you from also receiving any Missed Appointment Compensation (see section 3.3 above) that applies to you.\n\nNote that the limits and exclusions set out sections 3.6 and 3.7 below will apply to any Delayed Switch Compensation.\n\n3.5 **Provision of Compensation**\n\nIf you’re entitled to Compensation under this Policy, we’ll credit your Hyperoptic Account with the amount due to you.\n\nIf you are entitled to Delayed Switch Compensation or (in relation to a One Touch Switch only) to Missed Appointment Compensation, and, at the time we provide that Compensation, you have either never received a bill from us or won’t (for any reason) be receiving any further bills from us, we’ll make the payment directly into your bank account, using the most recent bank details you’ve provided us with in connection with your Hyperoptic Account. Any other Compensation under this Policy is only available as a credit in your Hyperoptic Account against future Hyperoptic bills. If your Agreement is terminated, any final credit balance that is due to Delayed Activation Compensation, Delayed Repair Compensation or Missed Appointment Compensation will not be payable to you, except to the extent that the credit balance is due to Missed Appointment Compensation in relation to a One Touch Switch.\n\nYour Hyperoptic Account (or, for Delayed Switch Compensation and/or Missed Appointment Compensation relating to One Touch Switch only, if you won’t be receiving any (further) bills from us, your bank account) will be credited with the Compensation no later than:\n\n1. for Delayed Activation Compensation and Delayed Repair Compensation , 30 days after the Service Issue is sorted out;\n2. for Missed Appointment Compensation, 30 days after the date of the missed appointment; and\n3. for Delayed Switch Compensation, 30 days after:\n   1. the Service Issue is sorted out; or\n   2. either you or we end or cancel the Service(s) you ordered from us under the switch, whichever happens earlier\n\nEven if your Hyperoptic Account is credited with Compensation within the 30-day period described above, the amount may only appear on a bill we issue after those 30 days have ended.\n\n3.6 **Limits on Compensation**\n\nWe won’t provide Compensation in relation to any period after either you or we have lawfully ended or cancelled the affected Service(s).\n\nCompensation applies on a “per order” rather than “per service” basis. This means that if you have ordered both our broadband and our telephone Services for your premises, and both Services are affected at the same time, you can’t receive separate Compensation for each Service – we’ll just provide one Compensation credit in respect of the relevant Service Issue.\n\nWe won’t provide Compensation for faults which aren’t in our Network or which don’t relate to our Services.\n\nIf we send a notice to your Registered Email Address (a “**Notice**”) that satisfies the conditions set out in the following paragraph (including sub-paragraphs a) to c) below), we won’t have to provide you with any Delayed Repair Compensation or Delayed Switch Compensation referred to in that Notice, related to any time after 30 days from the date of that Notice.\n\nWe won’t send you a Notice sooner than 30 days after you become eligible for Delayed Repair Compensation or Delayed Switch Compensation. Any Notice we send you will set out:\n\n1. the date on which the Compensation to which it relates will stop (the “**Stop Date**”), which date can’t be less than 30 days from the date of the Notice;\n2. that you won’t have to pay a Service Termination Fee (as set out in our Guide to Charges and Fees for Residential Customers) if you want to end or cancel the Service(s) to which the Notice relates before the Stop Date (even if we activate or restore those Service(s) to you before the Stop Date); and\n3. that you can still raise your delayed activation, delayed repair or delayed switch as a complaint (as set out in our Complaints Code of Practice) and how, if we can’t resolve your complaint within 6 weeks you may then be able to take the matter to an independent alternative dispute resolution provider (again, as set out in our Complaints Code of Practice).\n\nIf neither of us ends or cancels the affected Service(s) before the Stop Date, we’ll use reasonable efforts to try and reduce the impact of your not having the affected Service(s). If this isn’t possible, we’ll continue to provide Compensation for it, unless you’ve unreasonably refused any offer we make of an alternative arrangement to help solve your Service Issue.\n\nNothing set out above explaining how we can limit Compensation by sending you a Notice affects any right that you may have to cancel your Service(s) or claim any other compensation, or that we may have to cancel or end those Service(s).\n\n3.7 **Exceptions**\n\nWe won’t compensate you under this Policy if:\n\n1. you’re at fault for the Service Issue or you prevent the Service Issue from being sorted out. This means, for example, that to be eligible for Compensation, you must give us the access we need to your premises and/or relevant equipment. It also means that we won’t provide you with Delayed Activation Compensation, Delayed Repair Compensation or Delayed Switch Compensation where the delay is due to you failing to accept the earliest date on which we offer to fix those Service Issues;\n2. we reasonably believe that your report of a Loss of Service is baseless and intended to be a nuisance to us, or untrue, or dishonest, or trivial;\n3. an event occurs for which emergency regulations have been made under Part 2 of the Civil Contingencies Act 2004, and our obligation to provide the Compensation is due to the effects of this event and couldn’t reasonably be avoided by us;\n4. we could reasonably expect that if we took the action needed to prevent us having to provide the Compensation, we would (or would be likely to) breach a law or regulation;\n5. you’ve committed an offence under sections 125 or 126 of the Communications Act 2003 (these legal provisions relate to dishonestly obtaining communications services);\n6. you’re in breach of the terms and conditions which apply to your affected Service(s);\n7. the fault doesn’t relate to the Service(s) we’re providing you with;\n8. Service Issue is caused by other equipment or activity at your premises; or\n9. the Service Issue is caused by events outside our control, such as a mains power failure at your premises, flooding at your premises, or damage to our network equipment by a third party (these are examples only and there may be other such events outside our control that would fall within this paragraph i)).\n\nWe won’t compensate you under this Policy for any Service Issue occurring prior to activation of your Service(s) if, at an earlier time and in relation to those same Service(s):\n\n10. you cancel an engineer appointment slot for installation with less than 24 hours’ notice; or\n11. there is no one aged 18 years or over to give our engineer access to your premises at the time of that installation appointment slot.\n\nThis Policy is effective from **30 June 2026.**",{"_uid":37,"title":891,"plugin":39,"og_image":18,"og_title":18,"description":892,"twitter_image":18,"twitter_title":18,"og_description":18,"twitter_description":18},"“Make it Right” Policy | Hyperoptic","Legal section | “Make it Right” Policy | Hyperoptic","make-it-right-policy","legal/make-it-right-policy",10,[],"0fa29704-02e0-4235-b154-f89e4c2ce769",[],{"data":900,"headers":1179},{"story":901,"cv":53,"rels":1177,"links":1178},{"name":902,"created_at":903,"published_at":904,"updated_at":905,"id":906,"uuid":907,"content":908,"slug":1170,"full_slug":1171,"sort_by_date":17,"position":870,"tag_list":1172,"is_startpage":28,"parent_id":1173,"meta_data":17,"group_id":1174,"first_published_at":1175,"release_id":17,"lang":51,"path":17,"alternates":1176,"default_full_slug":17,"translated_slugs":17},"Header 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