Terms of Service

1. Acceptance of terms

These Terms of Service (“Terms”) are an agreement between you and Hop Fiber (“Hop,” “we,” “us”). By ordering, activating, or using our service, or by using our websites, you accept these Terms. If you don't agree, don't use the service.

2. Eligibility

You must be at least 18 years old and able to enter a binding contract to order service. You agree to provide accurate account information and to keep it up to date.

3. The service

Hop provides fiber internet access at the speeds described for your plan. Plan speeds are the maximum we provision to your connection; actual speeds you experience can vary based on your equipment, in-home wiring, Wi-Fi, and the sites and services you use. Service availability depends on your location and our network footprint.

4. Installation & equipment

• Standard professional installation is included. Non-standard work may incur additional, disclosed charges.
• Equipment we provide (such as the ONT and router) remains our property unless stated otherwise. You agree to keep it in good condition and to return provided equipment if your service ends.
• You're responsible for unreturned or damaged equipment fees as disclosed at sign-up.

5. Acceptable use

You agree not to use the service to:

• Violate any law or infringe others' rights.
• Send spam, distribute malware, or attempt to gain unauthorized access to any system or network.
• Disrupt the network, interfere with other customers' use, or resell the service unless your plan expressly permits it.

We may suspend or terminate service for violations of this Acceptable Use policy.

6. Fees, billing & payment

You agree to pay the monthly price for your plan plus any applicable taxes and disclosed fees. Charges are billed in advance on a recurring basis. If a payment fails, we may suspend service until the balance is resolved. Our advertised residential pricing has no introductory teaser-rate increases.

7. Term & cancellation

Residential service is month-to-month with no long-term contract unless you select a plan that states otherwise. You may cancel at any time; cancellation takes effect at the end of your current billing period. Certain business, enterprise, and wholesale services are governed by separate service agreements.

8. Network management

To keep the network secure and performing well for everyone, we may use reasonable network-management practices. We aim to manage our network in a transparent, non-discriminatory way and to publish material practices as required.

9. Service availability

We work hard to keep your service running, but we do not guarantee that it will be uninterrupted or error-free. Maintenance, outages, and factors outside our control can affect service. Service-level commitments, where offered, are defined in the applicable plan or service agreement.

10. Disclaimers & limitation of liability

Except where prohibited by law, the service is provided “as is” without warranties of any kind. To the fullest extent permitted by law, Hop is not liable for indirect, incidental, or consequential damages, and our total liability is limited to the amounts you paid for service during the period giving rise to the claim.

11. Indemnification

You agree to indemnify and hold Hop harmless from claims arising out of your misuse of the service or violation of these Terms, to the extent permitted by law.

12. Dispute resolution

Most concerns can be resolved quickly by contacting us. Any formal dispute-resolution process, including any arbitration or venue terms, will be set out in your service agreement and applicable law.

13. Changes to these terms

We may update these Terms from time to time. When we make material changes, we'll update the date above and provide notice as required. Continuing to use the service after changes take effect means you accept the updated Terms.

14. Governing law

These Terms are governed by the laws of the state in which your service is provided, without regard to conflict-of-law principles.

15. Contact us

Questions about these Terms? Email support@hopfiber.com or visit our Help Center.