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:

1. 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
2. your Agreement started before 30 June 2026, and:
   1. when you changed your package under that Agreement, you accepted that this Policy rather than our Automatic Compensation Policy applies to your Agreement; or
   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.

In 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).

1. ABOUT US

Hyperoptic 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.

We’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.

2. ABOUT THIS POLICY

We aim to provide you with an exceptional service.

However, 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.

We 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.

This 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.

Note that:

1. 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
2. compensation paid to you under this Policy doesn’t limit any other legal rights you may have as a consumer.

3. COMPENSATION

3.1 Delayed Activation Compensation

Unless 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”.

By “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.

You’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.

Delayed 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.

If 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:

1. any charges that you incur for calls on our telephone Service are not included in Delayed Activation Compensation; and
2. “Additional Services” means our Total Wi-Fi, our additional telephone plans and our static IP address facility.

If 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.

If 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.

Note that the limits and exclusions set out in sections 3.6 and 3.7 below, will apply to any Delayed Activation Compensation.

3.2 Delayed Repair Compensation

You’ll be entitled to Delayed Repair Compensation, if we’ve provided you with our Service(s) and you:

1. report to us

   1. by calling us on 0333 332 1111;
   2. by emailing us at support@hyperoptic.com; or
   3. by raising a ticket in the My Account section of our website (hyperoptic.com)

   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”);

2. 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;

3. 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

4. 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.

Note 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.

So, 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.

You 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.

Your “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.

For 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.

Once 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).

If 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.

If:

5. 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);
6. both Losses of Service are eligible for Delayed Repair Compensation; and
7. the new Loss of Service has the same underlying cause as the previous one,

the Delayed Repair Compensation will be calculated as if the previous Loss of Service had continued until the new Loss of Service was repaired.

So, 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.

Note that the limits and exclusions set out in sections 3.6 and 3.7 below, will apply to any Delayed Repair Compensation.

3.3 Missed Appointment Compensation

You’ll be entitled to Missed Appointment Compensation, as set out in this section 3.3, if:

1. we’ve confirmed an engineer appointment slot with you; and
2. 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
3. the engineer fails to arrive during that appointment slot,

except if:

4. 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
5. you agree with us to change the slot for another slot that same day.

Missed Appointment Compensation for missed engineer appointments that occur from 1 April 2026 up to and including 31 March 2027 is £25.00.

If 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).

If 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).

Note that the limits and exclusions set out in sections 3.6 and 3.7 below, will apply to any Missed Appointment Compensation.

3.4 Delayed Switch Compensation (applies only where you switch provider at the same premises (a “One Touch Switch”))

We’ll compensate you automatically, as set out in this section 3.4, if:

1. you order Service(s) from us, as a new customer, for your premises; and
2. 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
3. we haven’t Completed the Switch by 11.59pm on the Agreed Service Start Date.

“Completed the Switch” means activated the Service(s) and sent your Current Provider a Switch Trigger Message.

“Agreed Service Start Date” means:

4. 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
5. the estimated Service Start Date set out in section 4 (“Delivery of Service”) of your Contract Information document, in relation to the Service(s).

“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.

The “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).

Level 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)

Level B Compensation applies if we sent your Current Provider a Switch Trigger Message on the Agreed Service Start Date.

If you’re entitled to Delayed Switch Compensation under this section 3.4, we will pay you the applicable Delayed Switch Daily Compensation Amount:

6. if we fail to activate the Service(s) on the Agreed Service Start Date; and also
7. 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).

For 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.

We’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.

If 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).

If 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.

Note that the limits and exclusions set out sections 3.6 and 3.7 below will apply to any Delayed Switch Compensation.

3.5 Provision of Compensation

If you’re entitled to Compensation under this Policy, we’ll credit your Hyperoptic Account with the amount due to you.

If 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.

Your 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:

1. for Delayed Activation Compensation and Delayed Repair Compensation , 30 days after the Service Issue is sorted out;
2. for Missed Appointment Compensation, 30 days after the date of the missed appointment; and
3. for Delayed Switch Compensation, 30 days after:
   1. the Service Issue is sorted out; or
   2. either you or we end or cancel the Service(s) you ordered from us under the switch, whichever happens earlier

Even 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.

3.6 Limits on Compensation

We won’t provide Compensation in relation to any period after either you or we have lawfully ended or cancelled the affected Service(s).

Compensation 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.

We won’t provide Compensation for faults which aren’t in our Network or which don’t relate to our Services.

If 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.

We 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:

1. 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;
2. 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
3. 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).

If 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.

Nothing 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).

3.7 Exceptions

We won’t compensate you under this Policy if:

1. 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;
2. 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;
3. 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;
4. 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;
5. you’ve committed an offence under sections 125 or 126 of the Communications Act 2003 (these legal provisions relate to dishonestly obtaining communications services);
6. you’re in breach of the terms and conditions which apply to your affected Service(s);
7. the fault doesn’t relate to the Service(s) we’re providing you with;
8. Service Issue is caused by other equipment or activity at your premises; or
9. 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)).

We 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):

10. you cancel an engineer appointment slot for installation with less than 24 hours’ notice; or
11. 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.

This Policy is effective from 30 June 2026.