Service creditNo deadline statedSimple to claim
Compensation for delayed service activation
Compensation is automatic and credited without a claim, based solely on comparing the agreed activation date to actual activation, which is account data Hyperoptic already holds.
“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").”Hyperoptic policy page, Terms 3.1
What to include: account id, agreed activation date
RefundNo deadline statedSimple to claim
Refund if we can't provide ordered service before connection
Refund is triggered automatically by Hyperoptic's own decision not to supply the service, so an agent only needs to confirm the order status.
“Your Agreement will end immediately after we tell you this and we'll refund any Charges you've paid.”Hyperoptic terms, Terms 3.9
What to include: order id, account details
RefundNo deadline statedTakes a few steps
Refund of Activation Charge if consents/permissions can't be obtained
Requires establishing that consent/permission failure caused termination and netting off any costs Hyperoptic claims, which needs some back-and-forth.
“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.”Hyperoptic terms, Terms 6.5
What to include: order id, activation charge payment proof
RefundNo deadline statedTakes a few steps
Refund and right to cancel if service not connected within 1 month of confirmed date
An agent can message Customer Support citing the missed date, but must first confirm the 1-month threshold was exceeded and that delay wasn't the customer's fault.
“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...”Hyperoptic terms, Terms 7.6
What to include: order id, confirmed connection date
Replacement or repairNo deadline statedTakes a few steps
Free replacement of eligible Free Battery Back-Up Unit after lifespan
An agent can request replacement via Customer Support, but eligibility must first be confirmed against Hyperoptic's records.
“if you have (and are still eligible for) a Free Battery-Back Up Unit, we'll replace it, free of charge”Hyperoptic terms, Terms 2.4
What to include: account id, unit lifespan expiry date
Replacement or repairNo deadline statedHarder to claim
Free repair or replacement of faulty Equipment not caused by customer
Requires physically returning the equipment and Hyperoptic's own testing and 'reasonable' judgement on fault cause before any free repair/replacement is confirmed.
“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.”Hyperoptic terms, Terms 5.3
What to include: returned equipment, fault description, order id
Right to cancelClaim within 30 daysSimple to claim
30-day Satisfaction Period cancellation right
Customer just needs to contact Customer Support within 30 days of activation; no forms, photos or proof of fault required.
“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").”Hyperoptic terms, Terms 7.7
What to include: order id, service activation date
RefundClaim within 30 daysSimple to claim
Refund for cancelled Installation-only Service
Cancellation and refund only require contacting Customer Support within the defined Satisfaction Period using order data.
“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).”Hyperoptic terms, Terms 8.1
What to include: order id, payment confirmation
Right to cancelClaim within 14 daysTakes a few steps
14-day cancellation right for Purchased Battery Back-Up Unit
Requires both a support contact within 14 days and a physical return of the unit in good condition within a further 14 days, which an agent cannot complete unaided.
“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...”Hyperoptic terms, Terms 7.7
What to include: order id, delivery date, returned unit
Right to cancelClaim within 30 daysTakes a few steps
Waiver of termination fee if compensation capped via Notice
Requires the customer to have received a specific Notice from Hyperoptic and then actively request cancellation before the Stop Date referenced in it.
“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 that/those Service(s) to you...”Hyperoptic policy page, Terms 3.6
What to include: notice copy, account id