Terms and Conditions

Hyperoptic’s “Switch now, pay no Package Charge* until later” residential customer promotion (the “Promotion”) is open to new Hyperoptic residential broadband customers who order our residential broadband service for their property while still receiving broadband services from another provider (their “Current Provider”) at the same property, subject to these Terms and Conditions. The Promotion allows eligible new Hyperoptic residential customers to have both their Current Provider’s service and Hyperoptic’s service running at the same time, while they transition to Hyperoptic, and they won’t have to pay a Package Charge* for their new Hyperoptic service for between 1 and 9 months (depending on the remaining minimum commitment period for their Current Provider’s service), as set out in Clause 6 below.

Any new Hyperoptic residential customer also has the benefit of our “Satisfaction Period” – if they’re not happy with our service, they can cancel it at any time up to the 30th day that it is active, with no exit fees to pay.**

  1. In these Terms and Conditions, “Hyperoptic”, “we”, “us” and “our” refer to Hyperoptic Ltd while “you” and “your” refer to you, our prospective residential customer.
  2. This Promotion is only available to new Hyperoptic residential customers:
    1. who sign up for any of Hyperoptic’s 24-month minimum commitment residential Switch Now packages for their property (“Property”);
    2. who, immediately before such signing up, have no existing agreement for broadband service with Hyperoptic for that Property; and
    3. who, at the time of such signing up, receive broadband service at the Property from their Current Provider,
    (“Switching Customers").
  3. To benefit from this Promotion, you must place your order for our residential broadband service (your “Hyperoptic Order”) either by calling us on 0333 332 1111 or in person, via one of our field sales agents, in each case during the Promotion period set out in Clause 2 a above, mentioning during that Hyperoptic Order process that you’d like the “Switch now” promotion applied your Hyperoptic Order. Then, in accordance with Clause 4 below, you should send us an email (at switch.now@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:
    1. that at the time you placed your Hyperoptic Order, you were receiving a broadband service at the Property from your Current Provider; and
    2. the remaining minimum commitment period for your Current Provider’s broadband service at the Property (or the fact that no commitment period applies to it),
    (“Proof”).
  4. You must provide the Proof described in Clause 3 above to us either:
    1. during your Hyperoptic Order process; or
    2. at the latest, by the end of the 30th day that your new Hyperoptic service is active.
  5. We don’t want you to send us the entire contract you have with 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 3 a and b above.
  6. It’s our sole decision as to whether or not the Proof you provide is acceptable in connection with this Promotion. If we’re satisfied with your Proof, this Promotion will be applied to your Hyperoptic Order as follows.

    Remaining commitment period for Current Provider’s service at the Property, at time Hyperoptic Order is placed Period that new Hyperoptic service will be provided free of Package Charge* (the “Promo Period”)
    less than 1 month (including no minimum commitment period) 1 month
    1 month or more but under 2 months 2 months
    2 months or more but under 3 months 3 months
    3 months or more but under 4 months 4 months
    4 months or more but under 5 months 5 months
    5 months or more but under 6 months 6 months
    6 months or more but under 7 months 7 months
    7 months or more but under 8 months 8 months
    8 months or more 9 months
    When we use “month” in the table above, it means the period of time between the same dates in successive calendar months.

    After expiry of the Promo Period, you’ll be charged for your new Hyperoptic package as follows.
    Package Package Charge for remainder of 24-month minimum commitment period, after expiry of Promo Period Package Charge from month 25 onwards
    50Mb £22 per month £30 per month
    150Mb £29 per month £40 per month
    500Mb £35 per month £53 per month
    1Gb £40 per month £63 per month
  7. When you complete your Hyperoptic Order, you’ll receive an order confirmation email from us, reflecting the Promotion.
    1. If you provide us with Proof (acceptable to us in our sole opinion) during your Hyperoptic Order process, the Promotion will be immediately applied to your Hyperoptic Order in accordance with that Proof.
    2. If you provide us with no Proof (acceptable to us in our sole opinion) during your Hyperoptic Order process, the Promotion will be applied to your Hyperoptic Order as if the broadband service you have at the Property from your Current Provider has less than 1 month’s minimum commitment period remaining. This will change if c of this Clause 7 applies to you.
    3. If you provide us with Proof (acceptable to us in our sole opinion) after your Hyperoptic Order process but within the time limit set out in Clause 4 above, and this Proof entitles you, under the Promotion, to more than 1 month of our residential broadband service free of Package Charge*, we’ll send you an updated order confirmation email to reflect this change and your payments will be adjusted accordingly.
  8. No Activation Charge will apply to your Hyperoptic Order.
  9. No Installation Fee will be payable if you opt for our standard installation (but extensions and bespoke installation services will be subject to applicable charges).
  10. No other Hyperoptic offer or promotional pricing can be used in connection with this Promotion.
  11. Hyperoptic’s services, under this Promotion or otherwise, are only available at premises which are already covered by our network.
  12. Hyperoptic’s Residential Customer Terms of Service (www.hyperoptic.com/legal/post/terms-of-service/) will apply to your Hyperoptic Order.
  13. These Terms are governed by English law and you agree to the jurisdiction of the English courts.

* 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’s 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.

** We can, however, charge you an amount to cover the cost of the Hyperoptic services you’ve used (including installation and activation-related costs) until the time you cancel, as set out in Clause 7.7 of our Residential Customer Terms of Service.

If you would like more information about Hyperoptic, or this Promotion, please contact Hyperoptic on 0333 332 1111.

Please visit hyperoptic.com/broadband/home/ for full details about Hyperoptic’s residential service (including standard charges and fees).

Hyperoptic 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.