Refund Policy

March 2026 version -

1. Purpose and scope

This policy specifies the conditions of termination, cancellation, refund, and any credits applicable to HYPE SWISS TELECOM offers (Internet/Wi-Fi, TV, Mobile, Fixed and Packs) subscribed via the site.

2. Basic principles

• HYPE SWISS TELECOM offers are provided with a minimum commitment of 12 months.
• Activation fees may apply: CHF 50.- (1x), depending on the offer.
• Once a service is activated, it is considered as provided/triggered, which limits refund possibilities.

3. Cancellation before activation

If the Customer cancels before activation, may retain activation fees already incurred and bill reasonable costs already incurred. Without committed costs and without launched activation, paid amounts may be refunded depending on the case.

4. Right of withdrawal (Switzerland)

The European "14-day" right of withdrawal does not automatically apply in Switzerland. Once activation has started, there is no refund of activation fees or started months, except in cases provided for in point 7.

5. Termination

Termination must be requested in writing with 2 months' notice.

6. Early termination (during commitment)

Early termination is possible with 2 months' notice and a fixed indemnity equal to 2 months of the targeted subscription(s), plus amounts already due.

7. Authorised refunds

1. Billing error attributable to , confirmed in writing
2. Service not provided due to a malfunction exclusively attributable to
3. Termination/cancellation by for just cause

Terms: refund by transfer (or via the initial payment method) within 30 working days after validation. Administrative fees may be deducted (e.g. CHF 20.-).

8. No refund (exclusions)

• Outages related to external providers
• Loss of profit, lost earnings, indirect damages
• Delays due to force majeure or lack of Customer cooperation
• Customer breach of contract
• Requests during a suspension period

9. Procedure

Any request must be made in writing with: name/surname (or company), address, e-mail, customer number, offer concerned, desired date, reason, supporting documents.

Contact: .

10. Special cases

• Purchased hardware: store return/warranty rules apply
• Installation / intervention: non-refundable if already performed
• SIM/eSIM: service started if activated/used

11. Return procedure

ANY ANOMALY MUST BE REPORTED TO US WITHIN 48H TO 72H AFTER RECEIPT OF YOUR ORDER.

Before any return, the customer must contact support to obtain a return authorisation (RMA).

1. Initial contact via e-mail or dedicated form
2. Verification by the company (order number, deadline, product condition)
3. If approved, transmission of RMA number, return address, and shipping instructions
4. Return of product with RMA number visible on the parcel

Any product returned without an RMA number may be refused.

Inspection time: product conformity, absence of damage, presence of all original accessories.

Refund time: 7 to 14 working days after validation, refund method identical to initial payment.

Non-refundable products: personalised products, damaged or incomplete items, activated software, used digital licences.

Defective products or delivery errors: free replacement, repair, or full refund. Evidence may be requested before validation.

Contact

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Version in effect from March 1, 2026.