vivo Privacy Statement for Customer Service

FIRST SEEN 2026-07-29 · VERSION 20260729_rev01 · COMPARED WITH 20250523_rev01

Full text changes — 20250523_rev01 to 20260729_rev01

COLOUR MARKS THE SEVERITY OF A FLAGGED CLAUSE · + AND − MARK ADDED AND REMOVED

 **1\. Collection and Processing**
 (1) Based on our contract with you or your request, we will process your personal data to serve you with the following services:
 • Device Inspection and Repair
+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.
+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.
+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.
+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.
 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.
 • Account Login
 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.
 • Service Center Location and Navigation
 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.
 • IMEI Authentication
+When you use the IMEI Authentication service, we need to process the device IMEI you provide to verify the authenticity of the device.
+When you use the IMEI Authentication service, we need to process the device **IMEI** you provide to verify the authenticity of the device.
 (2) However, in certain scenarios, we may process your personal data for other purposes as may be permitted by applicable laws, such as:
 • Transaction Process
+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.
+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.
 • Customer Relationship Management
 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.
 • Customer Experience Improvement
+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.
+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.
 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.
+• Quality Analysis Program (optional)
+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.
+When you choose to join this program, in order to analyze abnormal problems of your device, we will collect the following data from you:
+ i. Device information, including device identifiers (such as **IMEI**, **EMMCID**, **Serial Number**), hardware and software information of the device;
+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**.
+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.
 • Security
 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.
+We are 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.
+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.
 **2\. Storage**
 (1) Period:
 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:
 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.
 **3\. Shar****ing** **and Transfer**
 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:
+• 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 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.
+• 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.
 • 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.
+• 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).
+• 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).
 • 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.
 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.
 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.
 **4\. Your Rights**
 You have various rights with respect to the data which we hold about you.
+Withdrawal of Consent:
+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.
+You may at any time choose to withdraw your consent to this Statement by contacting us. If you withdraw your consent, we will stop processing your related data until you re-agree to such processing.
+You also have the right to lodge a complaint with a supervisory authority.
+Other Rights:
+To exercise your other rights (such as rectification, erasure, restriction of processing, objection or data portability, depending on applicable data protection laws), please contact us by the contact details set out below.
+Complaint:
+You have the right to lodge a complaint with a supervisory authority.
 **5\. Contact** **Us**
 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.
 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.