General Terms of Sale - Connectivity

Read the previous version

Revision of 9 September 2026: arrears repayment plans and restoration of eligibility. CGV-CONNECTIVITE-2026-09-09

Internet, Wi-Fi, TV, fixed line, VoIP, Business Trunk, Teams, vPBX and bundles
hype SWISS Sàrl - 12, rue des Gares - CH-1201 Genève - Suisse - IDE/UID : CHE-432.029.501 - hype@hype.swiss - +41 22 404 05 55 - hype.swiss
Telecommunications operator / service provider registered with OFCOM - FST 2002157
Consolidated version - September 2026 - Version identifier: CGV-CONNECTIVITE-2026-09-09. For contracts entered into in Switzerland, the French version is the reference version, subject to any mandatory applicable provisions.
This document is autonomous and must be read together with the order confirmation, any Special Terms, the hype SWISS Terms of Use and Privacy Policy.

1. Purpose and scope

These Connectivity General Terms of Sale (the “Connectivity Terms”) govern, in particular, fixed Internet, fibre, VDSL, G.Fast, XGS-PON, Wi-Fi, television, fixed telephony, VoIP, SIP, Business Trunk, Microsoft Teams Trunk, vPBX, Premium/VIP numbers, IP options, associated equipment, installation, technical interventions, bundles and Fruity Baskets.

The Customer contracts with hype SWISS even where a Service uses infrastructure or services supplied by a Partner.

2. Definitions

“Customer” means any natural or legal person entering into a contract with hype SWISS. “Consumer” acts mainly for private purposes. “Business Customer” acts mainly in the course of an economic, commercial, association, institutional or professional activity.

“Service” means any Connectivity service. “Partner” includes a network operator, telecommunications or wholesale provider, host, installer, integrator, manufacturer, technical provider, platform or subcontractor involved in supplying the Service.

3. Contractual hierarchy

Unless mandatory law provides otherwise, the contractual documents apply in the following order:

• individual contract or order confirmation;
• Special Terms and SLA;
• promotional terms;
• detailed offer sheet;
• applicable tariff schedule;
• these Connectivity Terms;
• hype SWISS Terms of Use;
• Privacy Policy;
• technical documentation and instructions. A higher-ranking document prevails only for the matter it expressly regulates. Mandatory provisions prevail in all cases.

4. Pre-contract information

Before the contract is concluded, hype SWISS provides or makes available, in particular, the nature of the Service, technology, nominal speed, VAT-inclusive price, one-off charges, equipment, availability, minimum term, notice period, termination and installation conditions, promotions and the consequences of early termination.

5. Contract formation

The order is a request to enter into a contract. The contract is concluded when hype SWISS confirms the order, activates the Service, ships equipment or starts performing the service. An automated acknowledgement of receipt does not necessarily constitute final acceptance.

6. Preconditions

Supply may depend, in particular, on identity, creditworthiness, address, OTO ID, cabling, network availability, landlord consent, technical validation, required permissions and the capabilities of the underlying provider.

The rule on the Arrears Repayment Plan and the three-month recovery period also applies to new subscriptions or increased commitments for Internet, Wi-Fi, TV, Fixed-line, VoIP, SIP, Business Trunk, Teams, vPBX, bundles and other Connectivity Services.

7. Internet and Connectivity Services

Connectivity profiles may use VDSL, G.Fast, fibre and XGS-PON. Applicable speeds, prices and technologies are those stated in the offer sheet and order confirmation.

8. Television

TV Services are supplied according to the subscribed offer. The number of channels, features, catalogues, replay, applications and other content may depend on third-party suppliers or rights holders.

9. Residential fixed telephony and VoIP

Fixed-line and VoIP offers may include one or more numbers, per-minute calls, minute bundles, domestic calling allowances and international services depending on the offer.

Lemon-Hype Flat Plus is currently subject to a maximum Fair Use threshold of 4,000 domestic minutes per month.

10. Business Trunk

Business Trunks may include SIP channels, domestic calls, minute allowances and professional options. Unused allowances expire at the end of the month where the offer so provides.

11. Microsoft Teams Trunk

Teams offers may have a 12-month minimum term where stated. Microsoft licences, user accounts, tenant services and other Microsoft services are included only where expressly specified.

12. vPBX

vPBX may require a compatible Business Trunk. Licences, users, CTI, integrations, hardware and configuration are charged according to the relevant offer.

13. Bundles and Fruity Baskets

Bundles may combine several Services. Each component must be clearly identified. Removing a Service may result in loss of a bundle price or benefit without necessarily terminating the other Services.

14. Promotional programme -75% / -50% / -25%

14.1 Principle

Expressly eligible recurring monthly Connectivity subscriptions benefit from the schedule below. The programme applies only to recurring services billed monthly.

14.2 Each new eligible order starts a new cycle

The former “first order / once per Customer” rule is removed. Each separate new order containing one or more new eligible recurring monthly subscriptions starts its own -75% / -50% / -25% cycle.

14.3 Existing Customers

A Customer who already holds a Service may qualify for the promotion when later placing another eligible new order.

14.4 Several Services

Where several separate subscriptions are ordered at the same time, all eligible monthly subscriptions receive the programme.

14.5 Independent cycles

Each order is managed separately. Several promotional cycles may therefore run simultaneously for the same Customer.

14.6 Potentially eligible Services

• Internet;
• Wi-Fi;
• TV;
• fixed telephony;
• VoIP;
• Business Trunk;
• Microsoft Teams Trunk;
• vPBX;
• monthly Fruity Baskets and bundles.

14.7 Exclusions

• equipment, installation, works and interventions;
• one-off options, portability and delivery;
• one-off licences;
• out-of-bundle communications;
• Premium/VIP numbers and fees;
• reminder and reconnection fees;
• interest, penalties and indemnities.

14.8 Bundles

Where a bundle is billed at one global monthly price, the promotion is applied once to that price. Where several lines are billed separately, the promotion is calculated line by line.

14.9 Display

The basket, checkout and confirmation must clearly show the standard price, prices for the first three months, the price from month 4 and non-discounted items.

15. Minimum term and promotional benefits

The promotion does not remove any minimum term stated in the offer. Where a subscription has a minimum term, promotional benefits are conditional upon compliance with that term, and this condition must be disclosed before the contract is concluded.

16. Early termination

16.1 Loss of discounts

Where a Customer terminates early for a reason attributable to the Customer and without a right to terminate free of charge, the Customer loses the promotional benefits relating to the relevant Service.

16.2 Recovery of already discounted monthly fees

Monthly fees already billed with a promotion are recalculated at the standard price without discount. The Customer pays only the difference between the standard price and the amounts already paid.

16.3 Remaining minimum term

The Customer must also pay the standard price corresponding to the entire remaining minimum term, calculated pro rata from the effective termination date until the end of the minimum term.

16.4 CHF 250 indemnity

A flat contractual indemnity of CHF 250 per subscription terminated early is also payable, subject to mandatory law.

16.5 Overall calculation

Recovery of discounts + standard charges for the remaining minimum term + CHF 250 + other independently due claims.

16.6 Several subscriptions

The calculation is made separately for each affected subscription.

16.7 Exceptions

Any mandatory or contractual right to terminate without charges remains fully reserved.

17. Prices and VAT

Prices intended for consumers are stated including VAT. Offers exclusively aimed at Business Customers may state prices excluding VAT where this is made entirely clear.

18. Internet activation

The current catalogue provides CHF 0 Internet activation charges for the relevant profiles. Special works, travel or installation may nevertheless be charged where disclosed before execution.

19. IP options

20. Technical availability

Supply depends in particular on the address, technology, OTO ID, fibre, copper, internal cabling, network capacity, permissions and equipment availability. An eligibility check remains indicative until final technical validation.

21. Lead times

Where the technology is available, an indicative lead time of 5 to 10 business days may apply. Works or a missing OTO ID may extend the timeframe. Times are indicative unless a written commitment or SLA applies.

22. Best Effort and performance

Unless an SLA applies, Services are supplied on a Best Effort basis. Actual speed may depend on technology, network, line quality, load, equipment and cabling. XGS-PON bandwidth may be shared and a 10G profile is a theoretical maximum.

23. Wi-Fi

A working Internet connection does not guarantee uniform Wi-Fi coverage throughout the premises. Performance may be affected by walls, materials, interference, distance, hardware and the number of devices. Repeaters or mesh systems may be required.

24. Third-party equipment and critical applications

hype SWISS does not guarantee compatibility of third-party hardware, VPNs, software, alarm systems, payment terminals, medical systems, industrial equipment or cloud services that have not been expressly validated. A standard Best Effort access service must not be used as the sole solution for a critical application without appropriate redundancy.

25. Emergency, assistance and VoIP

25.1 Free numbers

Since 1 July 2026, the following 15 regulated numbers are accessible at CHF 0.00 from the relevant Swiss telephone connections.

25.2 Scope of free access

Free access concerns the cost of the call itself and not necessarily any ambulance, helicopter, care, transport or rescue operation resulting from it.

25.3 VoIP dependencies

VoIP depends on the Internet connection, power supply, router, terminal and configuration. An outage may make emergency calling temporarily unavailable.

25.4 Service address

The Customer must keep the primary address of use associated with the VoIP connection up to date.

25.5 Nomadic use

Where VoIP is used from a location different from the registered address, emergency-call location information may be incorrect, delayed or unavailable.

25.6 Alternative means

Where continuous access to emergency services is important, the Customer must retain an alternative means of communication, such as an operational mobile telephone.

25.7 Critical applications

A standard VoIP line must not be assumed to be compatible with alarms, lifts, fire systems, telecare, medical devices or other safety-critical systems.

26. Premium / VIP fixed and VoIP numbers

26.1 Principle

hype SWISS may offer particularly memorable fixed, VoIP, SIP, Business Trunk or Teams numbers as Premium/VIP numbers. The service constitutes a right to select and use the number, not a sale of ownership of the number.

26.2 Availability

Numbers must be available, technically assignable, accessible within the ranges made available and compliant with the numbering plan. Availability must be checked with the provider or numbering platform.

26.3 Personalised search

Where offered, the Customer may request a full number, sequence, repetition, ending or alternatives.

26.4 Categories

hype SWISS may use categories including STANDARD - CHOICE - SILVER - GOLD - PLATINUM - DIAMOND / UNIQUE.

26.5 Price

The applicable Premium/VIP price is the price shown and accepted before the order is confirmed. It may be fixed, personalised or quoted.

26.6 Make an offer

For certain exceptional numbers, hype SWISS may allow the Customer to submit an offer. hype SWISS may accept, reject or make a counteroffer.

26.7 Possible auctions

Any public auction will be governed by separate rules following legal, regulatory and technical validation.

26.8 Portability

Premium/VIP status does not remove portability rights. The Premium/VIP fee is not refunded solely because the number is ported.

26.9 Promotions

Premium/VIP fees do not automatically qualify for the -75% / -50% / -25% programme.

27. Fixed-line portability

The Customer warrants that they are the holder of the number or a duly authorised representative. Porting depends on accurate information and the operators involved and may cause temporary interruption. Porting does not automatically terminate other services with the previous provider.

28. Out-of-bundle communications

Where calls are not included, they are charged under the applicable tariff schedule. Current reference rates include CHF 0.10 incl. VAT/minute to Swiss fixed networks and CHF 0.20 incl. VAT/minute to Swiss mobile networks.

29. International communications

International communications are charged under the tariff schedule applicable at the time of use. Special numbers, satellite services and value-added services are included only where expressly stated in the offer.

30. Tariff zones

A commercial label such as “EU” denotes a hype SWISS tariff zone and does not necessarily correspond to the institutional membership of the European Union. The effective list of destinations in the applicable tariff schedule prevails.

31. Installation

The Customer must in particular provide the correct address, supply the OTO ID where available, ensure access to the premises, provide compatible power and cabling and obtain required permissions. An unnecessary or unsuccessful intervention caused by the Customer may be charged.

32. Sold equipment

Equipment sold becomes the Customer’s property after full payment, subject to any title rights retained by a third party under the contract.

33. Rented or loaned equipment

Equipment made available remains the property of hype SWISS or its supplier. It must be returned within the applicable period. The current catalogue provides for return within 14 days after the Service ends, unless a specific rule applies. Failure to return, or damage beyond normal wear and tear, may be charged.

34. Warranty

Mandatory rights remain reserved. Depending on the circumstances, hype SWISS may offer repair, replacement, equivalent equipment, price reduction or rescission where the defect is material. To the extent legally permissible, warranty does not cover normal wear, accidental damage, liquids, power surges, unauthorised modifications or data loss.

35. TV and content

Channels and content may depend on third-party suppliers or rights holders. A minor content change does not necessarily constitute a material contractual change. A significant reduction of an essential characteristic remains subject to applicable contractual and mandatory rights.

36. Open Internet

hype SWISS respects the principles governing the open Internet. Reasonable and proportionate measures may be taken to protect the network, ensure security, comply with law or manage exceptional congestion.

37. Cybersecurity

The Customer must protect credentials, change default passwords, apply updates, secure the local network and maintain backups. Equipment presenting a serious risk may be temporarily isolated or blocked where necessary and proportionate.

38. Billing

Subscriptions are billed according to the agreed billing cycle. One-off charges, equipment, installations and interventions may be billed when committed or performed. The undisputed part of an invoice remains payable.

39. Late payment, reminders, suspension and reconnection

Every invoice must be paid by the due date stated on it. In the event of late payment, hype SWISS may charge default interest at 5% per year on overdue and unpaid amounts.

Each payment reminder sent to the Customer is charged at CHF 30. These fees are added to overdue invoices, default interest and other legally recoverable charges.

If the Customer does not regularise the situation despite reminders, hype SWISS may, after notice where circumstances permit, restrict or suspend all or part of the relevant Services.

Where a Service has been suspended or disconnected because of non-payment, reconnection is conditional upon (1) full payment of all overdue amounts, including invoices, interest and reminder fees, and (2) payment of a CHF 100 reconnection/reactivation fee.

Reconnection takes place after full payment has been confirmed and subject to the technical time required. Administrative operations or supplier intervention may delay reconnection. External collection, debt-enforcement, address-search or other costs directly caused by non-payment may also be charged to the extent legally permissible.

Suspension or disconnection for non-payment does not release the Customer from other contractual obligations, including charges due during any minimum term, subject to mandatory law.

40. Minimum Internet term

The current minimum term for Internet connections is 2 months from activation. After this period, the notice rules stated in the offer and order confirmation apply.

41. Business and Teams term

Business Trunk and Microsoft Teams Trunk offers may have a 12-month minimum term where stated in the offer.

42. Residential TV and fixed telephony

Where no minimum term is expressly agreed, the Service is concluded for an indefinite period. The applicable notice period is the one stated in the offer and order confirmation.

43. Ordinary termination

A termination request must clearly identify the Customer, Service, number or connection and requested date. Termination takes effect in accordance with the agreed minimum term and notice period.

44. Termination for good cause

Either party may terminate immediately for good cause where continuation of the contract cannot reasonably be required. Where the breach can be remedied, a reasonable cure period is granted unless there is urgency, fraud or a security risk.

45. Moving home or premises

The Customer must notify hype SWISS of a move sufficiently in advance. hype SWISS checks technical availability at the new address. Where the Service cannot be supplied and no reasonable alternative can be offered, the Customer’s contractual and mandatory rights remain reserved.

46. Changes to prices and Services

hype SWISS may prospectively adjust prices or terms for legal, tax, regulatory, technical, security, supplier-related or cost-related reasons. A material adverse change is communicated before it takes effect where required by applicable law.

47. Suspension for other reasons

Independently of non-payment, a Service may be suspended in cases including fraud, security risk, unlawful use, harm to the network, authority decision or urgent maintenance. In an emergency, the measure may be immediate.

48. Partners and subcontracting

hype SWISS may use qualified Partners and subcontractors. The Customer’s contract remains with hype SWISS. The identity of a particular technical partner is not an essential contractual term unless expressly guaranteed otherwise.

49. Data protection

Data may be processed, in particular, for activation, provisioning, billing, support, security, fraud prevention, legal obligations and defence of rights. Data may be disclosed to necessary providers where legally permissible.

50. Telecommunications secrecy

hype SWISS respects telecommunications secrecy in accordance with applicable law. Data may be processed or disclosed where a legal basis permits or requires it.

51. Liability

hype SWISS is liable for proven direct loss resulting from a culpable breach attributable to it. No limitation applies where prohibited, including in cases of wilful misconduct or gross negligence. For Business Customers, broader limitations may be agreed within the limits of the law, including by reference to net recurring charges for the affected Service.

52. Force majeure

Neither party is liable for non-performance directly caused by an event reasonably beyond its control, including natural disaster, major fire, war, exceptional cyberattack, general outage, major cable break, authority decision, embargo, sanction or critical shortage.

53. Complaints and ombudscom

Any complaint must first be addressed to hype SWISS. Where the conditions are met, the Customer may use ombudscom, the Swiss telecommunications conciliation body.

54. Conditional application of European law

European Union law does not automatically apply to a Swiss contract. Certain foreign mandatory rules may nevertheless apply where their territorial and material requirements are met, particularly regarding pre-contract information, withdrawal rights, consumer protection, electronic communications, personal data, accessibility, unfair terms and portability.

55. Applicable law

Contracts are governed by substantive Swiss law, subject to applicable mandatory provisions and international conventions.

56. Jurisdiction

For Business Customers, the courts at the registered office of hype SWISS in Geneva have jurisdiction, subject to any mandatory forum. For consumers, mandatory protective forums remain reserved.

57. Communications

Communications may be sent by post, email, SMS, invoice, Customer Area, application or contractual interface. The Customer must keep contact details up to date.

58. Severability

If any provision is invalid or unenforceable, the remaining provisions remain in force. To the extent legally possible, the affected provision is interpreted or adapted so as to preserve its legal and economic purpose as closely as possible.

59. Languages

These Terms may be translated. For contracts concluded in Switzerland, the French version is the reference version, subject to mandatory applicable provisions.

60. Entry into force

These Connectivity Terms enter into force on their official publication date. They apply to new subscriptions and orders concluded from that date. Application of a new version to an existing contract remains subject to the rules governing contractual amendments.

This English version is a courtesy translation. In case of discrepancy, the French version prevails.