Last updated: 25 February 2026
Welcome to Hyperline. We’re an independent retail broadband provider delivering services over wholesale telecommunications infrastructure through a world class network. By placing an order or using our services, you agree to these Terms of Service (“Terms”).
1. Plans (prepaid & open term)
- All Hyperline residential broadband plans are open term and prepaid monthly (no fixed contracts), unless we explicitly agree otherwise in writing.
- Your first invoice is payable before service activation/provisioning begins.
- You can cancel any time before your next billing due date. Because plans are prepaid, we generally don’t refund unused days within a paid month (see section 6).
2. Consumer rights (CGA)
Nothing in these Terms limits your rights under the Consumer Guarantees Act 1993 where it applies. If you acquire services for business purposes, some consumer protections may not apply.
3. Who provides what (white-label / wholesale delivery)
Hyperline is your retail provider. We use wholesale network partners (including 2degrees) and Local Fibre Companies (“LFCs”) to deliver connectivity. Upstream providers are not a party to this agreement and do not have a direct contractual relationship with you.
4. Ordering, transfers & provisioning timeframes
- Please do not cancel your existing provider until your Hyperline connection is confirmed live (unless we advise otherwise).
- Provisioning and transfers are typically processed Monday–Friday (excluding public holidays) and timeframes can vary due to supplier processes.
- ASAP orders: for orders received before 12:00pm Monday–Friday, we aim for same-day completion where possible, however some orders may take up to 14 working days.
- Hyperfibre ONT swaps: where an ONT swap is required, the LFC may take up to 4 weeks (sometimes sooner), depending on technician availability and local processes.
- A second service on an unused ONT port may be faster where supplier verification is not required.
5. Equipment, ONT and in-home setup
- ONT: The fibre ONT is owned and managed by the LFC. You must not tamper with, relocate, open, or modify the ONT or fibre lead-in.
- Router / Wi‑Fi: Unless stated, Hyperline is BYO router. You are responsible for your router, Wi‑Fi performance, cabling, switches, and internal wiring.
- Wi‑Fi speeds are typically lower than wired speeds and depend heavily on your home layout, interference, and router/device capability.
6. Fees, invoices & payment reminders
- Invoices are delivered to the email address on your account (typically via Xero). You are responsible for keeping your contact details up to date and ensuring our emails aren’t blocked by spam filters.
- We may send billing reminders by SMS as a courtesy. Not receiving a reminder does not change your payment obligations.
- If an invoice is overdue, a $15 late fee may be applied per overdue invoice.
- If payment is overdue by 14 days, we may suspend or terminate your service. Reconnection fees and supplier charges may apply.
- We don’t provide refunds for service already supplied or prepaid periods, except where we are unable to provide the service you ordered (and to the extent required by law).
- You are responsible for reasonable costs incurred in recovering overdue amounts (including debt collection and legal costs where applicable).
7. Service performance & availability (best effort)
Broadband speeds are theoretical maximums. Actual performance can be affected by congestion, routing, Wi‑Fi and cabling quality, device capability, distance to servers, and other factors outside our control. Unless you have a written SLA (rare for residential), services are provided on a best‑effort basis with no guaranteed uptime, latency, or minimum speed.
8. Traffic management
Hyperline does not actively shape or throttle traffic under normal conditions. However, because services are delivered over wholesale and third‑party infrastructure, upstream providers may apply reasonable network management measures at times (for example, during congestion or for security reasons). Hyperline does not control those upstream policies.
9. Fair use (unlimited plans)
Unlimited plans are intended for normal residential use. If usage is excessive and materially impacts network stability or other customers, we (or our upstream partners) may contact you to agree a reasonable resolution (for example: troubleshooting, usage changes, or plan review).
10. No commercial use / no resale
Hyperline residential services are for private household use. Resale, commercial redistribution, shared-service “pay-to-use” arrangements, or using the service primarily for commercial gain is not permitted unless agreed in writing.
11. IP addressing (IPv4/IPv6)
IP addresses are assigned and managed by upstream providers. We may change assigned IPv4/IPv6 addressing where required for technical, operational, or supplier reasons. Static IP options (if offered) are subject to availability.
12. Power outage warning
Fibre broadband requires mains power for the ONT and your router. During a power outage your internet service will stop unless you have battery backup. If you rely on internet-connected alarms, medical devices, or internet-based calling, please ensure you have an alternative way to contact emergency services.
13. Acceptable use
You must not use the service for unlawful purposes or to harm the network or other users. This includes (but is not limited to):
- hacking, unauthorised access, scanning, or attempting to bypass security controls
- malware, phishing, scams, spam, or operating botnets
- denial-of-service attacks, flooding, or deliberate congestion
- copyright infringement or distributing illegal content
We may suspend or terminate service immediately for serious breaches or where required by law.
14. Force majeure (events outside control)
We are not liable for delays or failure to provide services caused by events beyond our reasonable control, including fibre cuts, natural disasters, upstream outages, supplier faults, power failures, civil emergencies, or government actions.
15. Price changes (90 days notice)
Prices may change from time to time due to supplier or market changes. If we increase your monthly plan price, we will provide at least 90 days’ notice where reasonably practicable. If you do not wish to continue at the new price, you may cancel before the change takes effect.
16. Complaints & support
If you have a fault or complaint, please contact us at support@hyperline.co.nz (or via the contact methods on our website). We’ll work with you in good faith and liaise with upstream providers where required. Some faults require LFC/third‑party involvement and may take longer to resolve.
17. Privacy
We collect and use personal information to provide, support and bill your service. Payments may be processed via third‑party gateways (for example, Stripe), which handle card data under their own security practices. We may disclose information where required by law, to prevent fraud, to enforce these Terms, or as part of a business transfer.
18. Limitation of liability
To the maximum extent permitted by law, we are not liable for indirect or consequential loss (including loss of profits, revenue, data, or business interruption). Where liability cannot be excluded, our total liability is limited to the fees you paid to Hyperline for the affected service in the 1 month prior to the event giving rise to the claim, to the extent permitted by law.
19. Changes to these Terms
We may update these Terms from time to time. Where practical, we’ll notify you by email of material changes. Continued use of the service after changes take effect means you accept the updated Terms.
20. Governing law
These Terms are governed by the laws of New Zealand.