| 1 | | This Privacy Statement applies to the collection and processing of your personal data when vivo provides you with customer service (referred to as "this Service") through our service center, website, contact center, or other channels. We care about your privacy and think it is important that you know why and how we process your personal data. In this Privacy Statement for Customer Service (referred to as "this Statement"), we therefore cover the following content: |
| 1 | This Privacy Statement applies to the collection and processing of your personal data when vivo provides you with customer service (referred to as this "Service") via our service centre, website, contact centre or other channels. We care about your privacy and think it is important that you know why and how we process your personal data. In this Privacy Statement for Customer Service (referred to as this "Statement"), we therefore cover the following content: |
| 2 | 2 | |
| 3 | | **1\. Collection and Processing:** What data we collect and how we use it? |
| 3 | **1\. Collection and Processing:** What data do we collect and how do we use it? |
| 4 | 4 | |
| 5 | | **2\. Storage:** How we store your data? |
| 5 | **2\. Storage:** How do we store your data? |
| 6 | 6 | |
| 7 | | **3\. Shar****ing** **and Transfer:** How we share or transfer your data? |
| 7 | **3\. Sharing and Transfer:** How do we share and transfer your data? |
| 8 | 8 | |
| 9 | 9 | **4\. Your Rights:** Your rights and options with respect to your data; |
| 10 | 10 | |
| 11 | | **5\. Contact** **Us****:** How to contact us? |
| 11 | **5\. Contact Us:** How can you contact us? |
| 12 | 12 | |
| 13 | | **Please read th****is Statement** **carefully and make sure that you have understood our practices regarding your personal data before you start using this** **S****ervice.** |
| 13 | **Please read this Statement carefully and make sure that you have understood our practices regarding your personal data before you start using this Service.** |
| 14 | 14 | |
| 15 | 15 | **1\. Collection and Processing** |
| 16 | 16 | |
| 17 | | (1) Based on our contract with you or your request, we will process your personal data to serve you with the following services: |
| 17 | (1) Based on our contract with you or your request, we will process your personal data to provide you with the following services: |
| 18 | 18 | |
| 19 | 19 | • Device Inspection and Repair |
| 20 | 20 | |
| 21 | | In the event of a malfunction or other abnormal problems with your devices, you can visit our official after-sales service centers for device inspection and repair. Some of our service centers also offer remote assistance services to better assist you in solving your problem. In order to provide you with the above services, we need to process your contact information (including your **name**, country/region, **phone number**, and **email address**) and device information (including the **IMEI**, **EMMCID**, **Serial Number**, device model, operating system information, usage information, error logs, and other information necessary to diagnose your device problems), to check the warranty period, diagnose your device problems, provide you with requested repair services and respond to your related queries. |
| 21 | In the event of a malfunction or other problem with your device, you can visit our official after-sales service centres for device inspection and repair. Some of our service centres also offer remote assistance services to assist you in solving your problem better. In order to provide you with the above services, we need to process your contact information (including your **name**, country/region, **phone number** and **email address**) and device information (including the **IMEI**, **EMMCID**, **Serial Number**, device model, operating system information, usage information, error logs and other information necessary to diagnose your device problems), to check the warranty period, diagnose your device problems, provide you with requested repair services and respond to your related queries. |
| 22 | 22 | |
| 23 | | When you use our Appointment Service, Delivery Repair Service, or Query of Repair Progress, we need to process the information you submitted on the page, including your **contact information**, **detailed address**, appointment time, device model, and problem description, to provide you with corresponding services. |
| 23 | When you use our Appointment Service, Delivery Repair Service or Query of Repair Progress, we need to process the information you have submitted on the page, including your **contact information**, **detailed address**, appointment time, device model and problem description to provide you with corresponding services. |
| 24 | 24 | |
| 25 | | Besides, we may need to process your contact information (such as **phone number**) and other information you provided voluntarily (such as verification codes) to verify your identity. |
| 25 | In addition, we may need to process your contact information (such as phone number) and other information you provided voluntarily (such as verification codes) to verify your identity. |
| 26 | 26 | |
| 27 | 27 | • Account Login |
| 28 | 28 | |
| 29 | | Some of our services provide the account login function. When you log in to your vivo account in this Service, we need to process your account information (such as the **phone number** or **email address** you used to register your account, account ID, nickname, and profile photo) to display your account information and verify your identity. |
| 29 | Some of our services allow you to sign in to your account. When you log in to your vivo account in this Service, we need to process your account information (such as the **phone number** or **email address** you used to register your account, account ID, nickname and profile photo) to display your account information and verify your identity. |
| 30 | 30 | |
| 31 | | In order to provide you with the function of receiving and viewing coupons or other benefits, we may need to use your account information to associate the coupons or other benefits you receive with your account. |
| 31 | In order to provide you with the function of receiving and viewing coupons and other benefits, we may need to use your account information to associate the coupons or other benefits you receive with your account. |
| 32 | 32 | |
| 33 | | • Contact Center Service |
| 33 | • Contact Centre Service |
| 34 | 34 | |
| 35 | | When you contact us via Hotline, email, Live Chat, social media, or other customer service channels, we need to process your contact information (such as your **name**, country/region, **phone number**, **email address,** or account information), call recordings or history of communications with us, and other information you provide through the above channels, to respond to your request and solve your problem. We may use your contact information to contact you when necessary. |
| 35 | When you contact us via Hotline, email, Live Chat, social media or other customer service channels, we need to process your contact information (such as your **name**, country/region, **phone number**, **email address** and account information), call recordings and history of communications with us, as well as other information you provide via the above channels, to respond to your request and solve your problem. We may use your contact information to contact you when necessary. |
| 36 | 36 | |
| 37 | 37 | • Warranty Service |
| 38 | 38 | |
| 39 | | When you purchase our device warranty services (such as extended warranty or screen crack warranty), we need to process your **name**, **phone number**, **IMEI** and other device identifiers or authentication codes to associate the warranty services you purchased with your devices and provide related query services. |
| 39 | When you purchase our device warranty services (such as extended warranty or screen crack warranty), we need to process your **name**, **phone number**, **IMEI** and other device identifiers or authentication codes to associate the warranty services you purchased with your device and provide related query services. If you initiate a claim, we will also collect your claim-related information (such as photos of the damaged and repaired device), in order to process your claim application. |
| 40 | 40 | |
| 41 | | • Service Center Location and Navigation |
| 41 | • Service Centre Location and Navigation |
| 42 | 42 | |
| 43 | | When you use this Service Center or Appointment Service, in order to locate the Service Center near you and provide you with navigation service, we need to process your IP address. |
| 43 | When you use this Service Centre or Appointment Service, in order to locate a Service Centre near you and provide you with a navigation service, we need to process your IP address. |
| 44 | 44 | |
| 45 | 45 | • IMEI Authentication |
| 46 | 46 | |
| 47 | 47 | When you use the IMEI Authentication service, we need to process the device **IMEI** you provide to verify the authenticity of the device. |
| 48 | 48 | |
| 49 | 49 | (2) However, in certain scenarios, we may process your personal data for other purposes as may be permitted by applicable laws, such as: |
| 50 | 50 | |
| 51 | 51 | • Transaction Process |
| 52 | 52 | |
| 53 | | In order to complete the transaction with you, including the process, shipping, returning/exchanging, refunding, reviewing, and invoicing of ordering products or services, we need to collect your **contact information**, device information, order and payment information and other information that we are required to collect under applicable laws in order to fulfill our obligations under applicable law and for internal company management. |
| 53 | In order to complete the transaction with you, including the processing, delivering, returning/exchanging, refunding, reviewing and invoicing of ordered products or services, we need to collect your **contact information**, device information, order and payment information and other information that we are required to collect under applicable laws in order to fulfil our obligations under applicable law and for internal company management. |
| 54 | 54 | |
| 55 | 55 | • Customer Relationship Management |
| 56 | 56 | |
| 57 | | We need to process your data subject requests, consents, and customer interaction records to manage our relationship with you and to fulfill our obligations under applicable laws. |
| 57 | We need to process your data subject requests, consents and customer interaction records to manage our relationship with you and to fulfil our obligations under applicable laws. |
| 58 | 58 | |
| 59 | 59 | • Customer Experience Improvement |
| 60 | 60 | |
| 61 | | We may use your **contact details** and other information you voluntarily provide (such as the nickname, **gender**, and **physical address**) to conduct customer surveys, which will help us to understand the quality of the customer service we provide to you and improve your experience. |
| 61 | We may use your **contact details** and other information you voluntarily provide (such as your nickname, **gender** and **physical address**) to conduct customer surveys that will help us to understand the quality of the customer service we provide to you and to improve your experience. |
| 62 | 62 | |
| 63 | | In addition, we will also conduct statistical analysis based on the information collected during your use of this Service to further improve and optimize our products and services. Please note that during this process, the above data will only be used for statistical analysis and will not be used to associate or identify you. |
| 63 | In addition, we will also conduct statistical analysis based on the information collected during your use of this Service to further improve and optimise our products and services. Please note that during this process, the above data will only be used for statistical analysis and will not be used to associate or identify you. |
| 64 | 64 | |
| 65 | | • Quality Analysis Program (optional) |
| 65 | • Quality Analysis Programme (optional) |
| 66 | 66 | |
| 67 | | You may choose to join our quality analysis program. This program aims to trace the problems that occur on your device to a deeper level to avoid such problems from appearing again, so as to provide users with a more perfect product experience. |
| 67 | You may choose to join our quality analysis programme. This programme aims to trace the problems that occur on your device to a deeper level to avoid such problems appearing again, in order to provide users with a more perfect product experience. |
| 68 | 68 | |
| 69 | | When you choose to join this program, in order to analyze abnormal problems of your device, we will collect the following data from you: |
| 69 | When you choose to join this programme, in order to analyse errors on your device, we will collect the following data from you: |
| 70 | 70 | |
| 71 | | i. Device information, including device identifiers (such as **IMEI**, **EMMCID**, **Serial Number**), hardware and software information of the device; |
| 71 | i. Device information, including device identifiers (such as **IMEI**, **EMMCID**, **Serial Number**) and hardware and software information of the device; |
| 72 | 72 | |
| 73 | | ii. **Operating pictures or videos you choose to upload** and device operation log data. Depending on the specific problem, the log data may include some of your personal data, such as **MAC address** and IP address and of your device, **browsing history**, data transferred through network, **phone number**, **call records**, **gender** and **location information**. |
| 73 | ii. **Operating pictures or videos you choose to upload**, and device operation log data. Depending on the specific problem, the log data may include some of your personal data, such as your **MAC address** and IP address, and your device, browsing history, data transferred via a network, **phone number**, **call records**, **gender** and **location information**. |
| 74 | 74 | |
| 75 | | We recommend that you delete any personal data stored on the device that is not related to quality analysis, in accordance with our guidelines, before providing the device. Should we discover that any of your personal data (such as **contacts**, **pictures**, **recordings**, **messages**, etc.) remains on the device, we will delete it immediately. |
| 75 | We recommend that you delete any personal data stored on the device that is not related to quality analysis, in accordance with our guidelines, before providing the device. Should we discover that any of your personal data (such as contacts, pictures, recordings and messages) remains on the device, we will delete it immediately. |
| 76 | 76 | |
| 77 | 77 | • Security |
| 78 | 78 | |
| 79 | 79 | We need to process your personal data for detecting or preventing various types of misuse of services and fraud in order to provide you with safe and reliable services. |
| 80 | 80 | |
| 81 | | We care about protecting your personal data. We have put in place appropriate security measures, including but not limited to encryption and anonymization techniques, which are designed to protect your personal data from unauthorized use, damage, or loss. We will do our best to protect your personal data. If you suspect any unauthorized use, damage, or loss of your personal data, please let us know immediately using the contact details set out below. |
| 81 | We care about protecting your personal data. We have put in place appropriate security measures, including but not limited to encryption and anonymisation techniques, which are designed to protect your personal data from unauthorised use, damage or loss. We will do our best to protect your personal data. If you suspect any unauthorised use, damage or loss of your personal data, please let us know immediately using the contact details set out below. |
| 82 | 82 | |
| 83 | 83 | **2\. Storage** |
| 84 | 84 | |
| 85 | 85 | (1) Period: |
| 86 | 86 | |
| 87 | 87 | We will retain your personal data collected by us for the period necessary for the above purposes of processing, or as required by you or applicable laws. More concretely, we will retain: |
| 88 | 88 | |
| 89 | | • Personal data processed for device inspection and repair and Contact Center service for up to five (5) years from completion of the repairing or your last interaction with us. |
| 89 | • Personal data processed for device inspection and repair and the contact centre service for up to five (5) years from completion of the repair or your last interaction with us. |
| 90 | 90 | |
| 91 | | • Personal data processed for account login for up to 30 days from the date of account cancellation. |
| 91 | • Personal data processed for account sign-in for up to thirty (30) days from the date of account cancellation. |
| 92 | 92 | |
| 93 | 93 | • Personal data processed for customer relationship management for up to five (5) years from your last interaction with us. |
| 94 | 94 | |
| 95 | 95 | • Personal data processed for customer surveys for up to six (6) months since the data was collected. |
| 96 | 96 | |
| 97 | | • Data backups and app logs processed for security purpose for up to six (6) months from the date they were created. |
| 97 | • Data backups and app logs processed for security purposes for up to six (6) months from the date they were created. |
| 98 | 98 | |
| 99 | 99 | • Personal data processed for invoicing or transaction purposes for up to seven (7) years from the date of issuing the invoice or completing the transaction. |
| 100 | 100 | |
| 101 | 101 | Once the retention period expires, we will delete or anonymise your personal data in due time, unless otherwise required by applicable laws and regulations. |
| 102 | 102 | |
| 103 | | Besides, we will not retain personal data processed for Service Center location and navigation on our server. |
| 103 | Moreover, we will not retain personal data processed for service centre location and navigation services on our server. |
| 104 | 104 | |
| 105 | 105 | (2) Location: |
| 106 | 106 | |
| 107 | | To provide the same level of data protection as that of the user's country/region and respond to users' requests more efficiently, the location where data is stored varies for users in different countries/regions. Please refer to the **Storage and International Transfer** section in our [**Privacy Policy**](https://privacy.vivo.com/country) to find out where your personal data is stored. Nevertheless, if you use this Service in Mexico, Chile, Peru, Costa Rica, Panama or Guatemala, your personal data will be stored on our server located in Singapore. |
| 107 | To provide the same level of data protection as that of the user's country/region and respond to users' requests more efficiently, the location where data is stored varies for users in different countries/regions. Please refer to the **Storage and International Transfer** section in our [**Privacy Policy**](https://www.vivo.com/global/about-vivo/privacy-policy) to find out where your personal data is stored. Nevertheless, if you use this Service in Mexico, Chile, Peru, Costa Rica, Panama or Guatemala, your personal data will be stored on our server located in Singapore. |
| 108 | 108 | |
| 109 | | **3\. Shar****ing** **and Transfer** |
| 109 | **3\. Sharing and Transfer** |
| 110 | 110 | |
| 111 | | We will either process your data ourselves or by use of our affiliated companies, service providers who act on our behalf, or others at your direction. However, we will not share personal data with third parties for their own marketing purposes. More specifically: |
| 111 | We will either process your data ourselves or by use of our affiliated companies, service providers who act on our behalf or others at your request. However, we will not share personal data with third parties for their own marketing purposes. More specifically: |
| 112 | 112 | |
| 113 | | • To the extent necessary to provide the Service you have requested, your personal data will be encrypted and transferred to our affiliated companies or service providers (including dealers, repair service providers, customer service providers, logistics service providers, message service providers, call center service providers, etc.). If you use our service in the European Economic Area, we will endeavor to ensure that such affiliates or service providers are located in the European Union. Nevertheless, if you use the Contact Centre Service in the United Kingdom, Greece, or the Netherlands, you will be served by service provider(s) located in Serbia; if you use the Contact Centre Service in Australia or Singapore, you will be served by service provider(s) located in the Philippines; if you use the Contact Centre Service in Chile or Peru, you will be served by service provider(s) located in Colombia. |
| 113 | • To the extent necessary to provide the Service you have requested, your personal data will be encrypted and transferred to our affiliated companies or service providers (including dealers, repair service providers, customer service providers, logistics service providers, message service providers, call centre service providers, etc.). If you use our service in the European Economic Area, we will endeavour to ensure that such affiliates or service providers are located in the European Union. Nevertheless, if you use the Contact Centre Service in the United Kingdom, Greece or the Netherlands, you will be served by service provider(s) located in Serbia; if you use the Contact Centre Service in Australia or Singapore, you will be served by service provider(s) located in the Philippines; if you use the Contact Centre Service in Chile or Peru, you will be served by service provider(s) located in Colombia. |
| 114 | 114 | |
| 115 | | • For customized devices of operators or enterprises, the device information will be encrypted and transferred to the corresponding operator or enterprise in accordance with your customization contracts with them or their instructions. |
| 115 | • For customised devices of operators or enterprises, the device information will be encrypted and transferred to the corresponding operator or enterprise in accordance with your customisation contracts with them or their instructions. |
| 116 | 116 | |
| 117 | | • During the Identity Verification, in order to deliver security verification messages, your **phone number** will be encrypted and transferred to the third-party message service provider(s). You can tap **[here](https://www.vivo.com/en/content/service-providers)** to check the list of third-party message service provider(s). |
| 117 | • During the Identity Verification, in order to deliver security verification messages, your **phone number** will be encrypted and transferred to the third-party message service provider(s). You can tap [**here**](https://www.vivo.com/en/content/service-providers) to check the list of third-party message service provider(s). |
| 118 | 118 | |
| 119 | | • In order to provide you with Service Center Location and Navigation, your IP address will be encrypted and transferred to the following third-party service provider(s): Google Inc. |
| 119 | • In order to provide you with service centre location and navigation services, your IP address will be encrypted and transferred to the following third-party service provider(s): Google Inc. |
| 120 | 120 | |
| 121 | | Please be aware that we have signed a data protection agreement with the aforementioned service provider(s) and they will provide protection for your data at a standard that is no less than ours. Besides, we will only share your data when required in response to a legal process or request from a competent authority according to applicable laws. |
| 121 | Please be aware that we have signed a data protection agreement with the aforementioned service provider(s) and they will provide protection for your data at a standard that is no less than ours. In addition, we will only share your data when required in response to a legal process or request from a competent authority according to applicable laws. |
| 122 | 122 | |
| 123 | 123 | Since we operate internationally, and to make it possible for you to use our product/service worldwide, your personal data may be transferred to or accessed by entities located in other countries/regions. We comply with laws on the transfer of personal data between countries/regions to ensure your data is protected, wherever it may be. |
| 124 | 124 | |
| 125 | 125 | **4\. Your Rights** |
| 126 | 126 | |
| 127 | 127 | You have various rights with respect to the data which we hold about you. |
| 128 | 128 | |
| 129 | 129 | To exercise your rights (such as rectification, erasure, withdrawal of consent, restriction of processing, objection or data portability, depending on applicable data protection laws), please contact us by the contact details set out below. |
| 130 | 130 | |
| 131 | 131 | You also have the right to lodge a complaint with a supervisory authority. |
| 132 | 132 | |
| 133 | | **5\. Contact** **Us** |
| 133 | **5\. Contact Us** |
| 134 | 134 | |
| 135 | | If you have any questions about this Statement or our processing of your personal data, if you need to report a problem or contact our Data Protection Officer, or if you would like to exercise one of your rights under data protection and privacy laws, please tap [**here**](https://privacy.vivo.com/country). We will seek to deal with your request without undue delay and within any time limits provided for in applicable data protection laws. |
| 135 | If you have any questions about this Statement or our processing of your personal data, if you need to report a problem or contact our Data Protection Officer or if you would like to exercise one of your rights under data protection and privacy laws, please tap [**here**](https://www.vivo.com/global/about-vivo/privacy-support). We will seek to deal with your request without undue delay and within any time limits provided for in applicable data protection laws. |
| 136 | 136 | |
| 137 | | We reserve the right to update this Terms at any time. This Statement may be updated from time to time. We will notify you via an appropriate method of any significant changes. All the practices mentioned in this Statement will be performed in accordance with our [**Privacy Policy**](https://privacy.vivo.com/country), from which you may also find more details about our practices. |
| 137 | We reserve the right to update these Terms at any time. This Statement may be updated from time to time. We will notify you of any significant changes in an appropriate manner. All the practices mentioned in this Statement will be performed in accordance with our [**Privacy Policy**](https://www.vivo.com/eu/about-vivo/privacy-policy), in which you can also find more details about our practices. |