Legal
Legal documents
The terms, policies and summaries that apply to a Hypernet service. Each link opens the current published version of the document as a PDF.
General
The terms every service is supplied under, and the policies that sit with them.
- Core TermsOur Standard Form of Agreement: the terms your service is supplied under.PDF, opens in a new tab
- Acceptable Usage PolicyWhat a residential service may and may not be used for.PDF, opens in a new tab
- Complaints Handling PolicyHow to make a complaint and how we handle it.PDF, opens in a new tab
- Mass Service DisruptionsPDF, opens in a new tab
- Credit Reporting PolicyHow we handle credit-related information.PDF, opens in a new tab
- Financial Hardship PolicyThe support available if you are having trouble paying your bill.PDF, opens in a new tab
- Privacy Collection StatementWhat personal information we collect and why.PDF, opens in a new tab
- Privacy PolicyHow we collect, hold, use and disclose personal information.PDF, opens in a new tab
- Spam PolicyPDF, opens in a new tab
Critical Information Summaries
The summary for Fibre 500, Fibre 1000 and Fibre 2000 is also published as a page on this site.
Need help
Questions about a document?
Every channel is a written one, so there is a record of what was said and agreed.
Support
Help by chat and email, including complaints: how to make one and what happens next.
Go to supportCritical Information Summary
The plain summary of Fibre 500, Fibre 1000 and Fibre 2000: what each is, what it costs and where to get help.
Read the summary