Policy Privacy

Policy privacy

Privacy Notice

I. IDENTITY AND ADDRESS OF THE DATA CONTROLLER

The Data Controller responsible for the processing and protection of your personal data is vmnet internet, located at 16 de septiembre #694, El Coapinole, Puerto Vallarta.

II. DATA COLLECTED

The personal data we collect through our website and Digital Platform (Mobile) includes:

  • Full Name
  • Date of Birth
  • Address (State, Borough/Municipality, ZIP Code)
  • CURP and RFC
  • Landline and/or Mobile Phone Number
  • Email Address

III. PURPOSES

The personal data collected will be used for the following purposes:

Primary Purposes:

  • To address your comments, complaints, and/or suggestions.
  • To evaluate the quality of our services.
  • The personal information collected will be used to verify users’ identities, as well as for analytical, statistical, and marketing purposes, solely to provide you with better service.
  • To process and respond to your ARCO Rights Request.
  • To process your Request for Revocation of Consent or Objection to Secondary Purposes.

Secondary Purposes:

  • Sending promotions and discounts (advertising and marketing).
  • Conducting trivia, contests, and giveaways through social media (Facebook, Twitter, and Instagram).
  • Identifying you and delivering prizes to contest and giveaway winners.
  • Sending birthday greetings and promotions.

IV. REFUSAL OF PROCESSING FOR SECONDARY PURPOSES

If you do not want your personal data to be used for all or some of the secondary purposes established in this Comprehensive Privacy Notice, you must send us an email at contacto@vmnet.com.mx indicating the following:

“I do not consent to my personal data being used for the following secondary purposes:”

  • Sending promotions and discounts (advertising and marketing).
  • Conducting trivia, contests, and giveaways through social media (Facebook, Twitter, and Instagram).
  • Identifying me and delivering prizes in contests and giveaways in which I may be a winner.
  • Sending birthday greetings and promotions.

V. TRANSFERS

Pursuant to Article 37 of the Federal Law on Protection of Personal Data Held by Private Parties, your personal data may be lawfully transferred to third parties without your consent only in the following cases:

  1. when transferred to national or international companies within the same corporate group, such as subsidiaries, affiliates, parent companies, or companies under common control of the data controller operating under the same internal processes and policies;
  2. when the transfer is necessary by virtue of a contract entered into or to be entered into in the interest of the data subject, by the controller and a third party;
  3. when the transfer is necessary or legally required by an authority to safeguard public interest or for the administration of justice;
  4. when the transfer is necessary for the recognition, exercise, or defense of a right in judicial proceedings; and
  5. when the transfer is necessary for maintaining or fulfilling a legal relationship between the controller and the data subject.

Except for the cases mentioned above and those referred to in Article 37 of the Federal Law on Protection of Personal Data Held by Private Parties, your personal information will not be transferred to third parties.

VI. ARCO RIGHTS

As the owner of the personal data collected, you have the right to know what information we hold about you, as well as the use and processing given to it. Likewise, you have the right to request the correction of your personal information if it is outdated, inaccurate, or incomplete (Rectification); request that we delete your information from our records or databases when you believe it is not being used in accordance with applicable principles, duties, and obligations (Cancellation); and object to the use of your personal data for specific purposes (Objection). These rights are known as ARCO Rights.

You may exercise your ARCO Rights by sending an email to contacto@vmnet.com.mx requesting Access, Rectification, Cancellation, or Objection regarding your information. You may also contact the Data Privacy Department directly at 16 de septiembre 442 int 23, colonia coapinoles, Puerto Vallarta, Jalisco, or by phone at 3222995023, where any questions regarding the processing of your information will be addressed and your requests will be processed.

VII. REVOCATION OF CONSENT

You may revoke the consent you have granted us for the processing of your personal data.

However, it is important to note that we may not be able to comply with your request or immediately cease the use of your personal data in all cases, as we may be required by law to continue processing your personal data.

To request the revocation of your consent, you must send an email to contacto@vmnet.com.mx requesting the Revocation of Consent.

VIII. LIMITING THE USE OR DISCLOSURE OF PERSONAL DATA

If you wish to limit the use or disclosure of the personal data you have provided to us for advertising and/or marketing purposes, send us an email at contacto@vmnet.com.mx, or you may automatically unsubscribe from the emails we send you by clicking on the “Remove Subscription” or “Unsubscribe” section. (This applies only if information is sent to the Client’s email address.)

IX. USE OF TRACKING TECHNOLOGIES ON OUR WEBSITE

We inform you that our website uses cookies, web beacons, and other technologies through which it is possible to monitor your behavior as an Internet user, in order to provide you with better service and experience while browsing our website, as well as to offer you new products and services based on your preferences.

The personal data we obtain through these tracking technologies includes: browser used, server name, IP address, date, time and duration of internet browsing and activity on our website, sections visited, and webpages accessed while on our website.

X. PERSONAL DATA PRIVACY

If you have any questions regarding this Comprehensive Privacy Notice or the processing of your Personal Data, please contact us at contacto@vmnet.com.mx, where we will gladly assist you.

XI. UPDATES TO THE PRIVACY NOTICE

This Comprehensive Privacy Notice may be modified or updated at any time. If any modification requires that a new notice be made available to you, you will be informed via email at the address initially provided. If it is only an update, you may consult it on our website at https://www.vmnet.com.mx

Commercial Practices Code

Commercial Practices Code

I. WHO WE ARE

VMNET is an internet service provider focused on developing products tailored to the needs of the company’s customers (hereinafter, the “Customers”) and specialized in dedicated business and residential Internet services, as well as comprehensive solutions to provide Customers with better service and the best telecommunications options for businesses, residential users, and/or events.

II. MISSION

To provide Customers with comprehensive technological innovation in Telecommunications, Marketing, and Digital Media at competitive prices.

III. VISION

To be a financially stable group with sustained real growth, certified by government agencies, and specialized in personalized attention and service.

IV. VALUES

  • Respond positively to workplace adversity.
  • Innovation. Always seek new ways, tools, or methods to make things happen.
  • Demonstrate self-control.
  • Help spontaneously and maintain a permanent attitude of collaboration toward others.

V. PURPOSE OF THE COMMERCIAL PRACTICES CODE

This Commercial Practices Code aims to inform Customers about VMNET’s commercial and customer service processes. It serves as a guide for Customers regarding customer service procedures, as well as the service they should receive, including but not limited to tariffs, billing and collection, questions, clarifications, fault reports, cancellations, credits, refunds, dispute resolution, and obligations between Customers and VMNET, among others.

This Code may be consulted on VMNET’s website and may be modified unilaterally and without prior notice by VMNET from time to time.

VI. PROPERTY RIGHTS

The trademarks and other industrial property rights of VMNET that are duly registered or in the process of registration before the Mexican Institute of Industrial Property may not be used by the Customer without the prior written consent of VMNET.

Accordingly, neither registered trademarks nor those pending registration relating to VMNET’s commercial image may be used in connection with any product or service not belonging to VMNET, nor in any way likely to cause confusion among users or that may damage or discredit VMNET.

VII. TELECOMMUNICATIONS SERVICES

The Services offered by VMNET are those authorized under its Authorization Title to establish and operate or exploit a telecommunications services reseller granted by the Federal Telecommunications Institute (hereinafter, the “Institute”).

In this regard, the services provided by VMNET include, but are not limited to:

  • Fixed Broadband provision
  • Internet telephony services
  • Restricted Television and Audio services
  • Other telecommunications services

These services are provided through wired means (coaxial and/or fiber optic) or through wireless means using free-use frequencies authorized by the Institute.

VIII. DESCRIPTION OF SERVICES

VMNET offers the services registered and authorized by the Institute, which may be consulted at the following website:
https://tarifas.ift.org.mx/ift_visor/

The services currently provided include:

Point-to-Point Service

Available in coverage areas where telecommunications services are provided. This easy-to-install service reaches places where others cannot and offers speeds from 6 to 20 Mbps.

Fiber Optic Service

Characterized by speeds from 6 to 70 Mbps with plans adapted to customer needs, specialized for condominiums and hotels.

IP Telephony

A telephone service focused on businesses. Since it uses IP telephony, it allows branch integration, call recording, trunk configuration, and specialized business packages.

Host Post

This service allows multiple users to connect via Wi-Fi from a specialized router distributing internet access. It also enables real-time notifications, customer communication afterward (remarketing), and promotion of social media and websites.

TV Service

Included in some fiber packages, offering 90 HD channels.

The services described above may change or increase from time to time and may be viewed through our advertising media or the Institute’s website.

IX. SERVICE AGREEMENT

VMNET shall enter into a telecommunications service agreement (hereinafter, the “Agreement”) with each Customer, containing the terms and conditions under which the Services will be provided.

The terms and conditions of the Agreement may vary depending on each Customer’s specific needs.

VMNET may also modify the Agreement to comply with any applicable legal provision or resolution issued by a competent authority.

This Commercial Practices Code does not contain obligations for the Customer that are not expressly included in the Agreement.

X. USE OF SERVICES

The Customer acknowledges and agrees that the Services are contracted solely for commercial use, unless otherwise established in the Agreement.

If VMNET detects that the Customer uses the Services in violation of legal provisions, regulations, telecommunications plans, or any applicable telecommunications regulation, or contrary to the Agreement, VMNET may limit, suspend, and/or cancel the Services, as well as take the corresponding legal measures.

XI. SERVICE CONTRACTING

VMNET Customers may choose any of the following contracting methods:

  • In person at 16 de septiembre 694, colonia Coapinole, Puerto Vallarta, Jalisco.
  • By phone through the Sales Line at 322 2995023 Option 1 or WhatsApp 3222441988.
  • By visiting the website https://www.vmnet.com.mx/es/ so that one of our representatives may contact you.

Office hours and Customer Service hours for contracting Services are Monday through Friday from 09:00 to 18:00 and Saturdays from 09:00 to 14:00.

Documentation

To provide clear service, Customers must complete the Purchase Order form specifying their personal information (name, installation address, email, landline and mobile phone number), contracted products and/or Services, and selected payment method, whether by credit card, debit card, or cash.

Additionally, the following documentation in original and copy will be required:

For Individuals:

  • Official identification
  • Purchase Order
  • Proof of address
  • Credit or debit card if recurring charges are requested
  • Transfer, deposit, or cash payment method

For Legal Entities:

  • Articles of Incorporation registered with the corresponding Public Registry
  • Original Credit Investigation Authorization Form
  • Copy of complete and legible Power of Attorney
  • Copy of legal representative’s official identification
  • Copy of proof of address (not older than 3 months)
  • Copy of installation address proof (if different)
  • Copy of Federal Taxpayer Registry certificate
  • Payment information for recurring charges, if applicable

Portability Documentation:

As established by current rules or those issued by the Institute.

Validation Procedure

Once the Customer selects the desired Service in the Purchase Order, the corresponding documentation must be submitted, subject to the following Validation Procedure:

  • VMNET will validate service coverage and availability at the installation address.
  • If requirements are not met, VMNET will not process the requested Services and will notify the Customer by email.
  • Credit investigations may be conducted through credit reporting agencies deemed appropriate by VMNET.
  • VMNET may refuse contracting if the Customer’s payment behavior does not meet generally accepted credit standards.
  • VMNET will verify that the Customer has no outstanding debts with VMNET. Existing debts must be paid before continuing the process.
  • If the installation address has debts associated with VMNET, the Customer must prove they are unrelated to the outstanding account.
  • VMNET may verify the validity of the Customer’s credit card information for recurring payments.

Once the validation requirements are met, a date and time will be scheduled for VMNET technical staff to install the contracted Service.

The installation date shall constitute the moment when the Customer signs acceptance of the Agreement.

The Validation Procedure shall not exceed 5 (five) business days from receipt of the request and documentation.

Service Agreement

The Installation Order is a document provided exclusively by VMNET and forms an integral part of the Agreement. Through this document, both parties formalize their consent and obligations regarding the contracted Service.

The Installation Order includes, among other items:

  • Folio Number
  • Account Number
  • Contracted Services
  • Installation Address
  • Installed Equipment
  • Service Fees
  • Date and Time of Contracting

VMNET may modify the Agreement at any time to comply with applicable legal, regulatory, or administrative provisions.

XII. FEES AND CHARGES

As consideration for the Services, the Customer must pay VMNET the fee established for each Service according to the applicable billing period.

Current fees offered by VMNET are available at the Institute’s website:
http://ucsweb.ift.org.mx/ift_visor/

VMNET may modify applicable Service fees before the Institute in accordance with the Federal Telecommunications and Broadcasting Law and other applicable provisions.

XIII. BILLING, COLLECTION, AND CHARGING

Billing and Collection

Billing is processed monthly. VMNET will issue and send the corresponding invoice or CFDI to the Customer monthly, containing all legal requirements and a breakdown of the total amount owed.

The Customer has 20 business days from receipt of the invoice to make payment. Failure to pay within this period will result in the contractual penalty established in the Agreement.

If VMNET accidentally omits charges or if excess usage occurs, these amounts may be reflected in subsequent invoices.

Charging

Service charges will be billed monthly per Service.

Payment Methods

Payments may be made through:

  • Recurring credit card charges
  • Bank transfer
  • Deposit
  • Check
  • Through the bank account established in the Agreement or annexes

Guarantees

To guarantee payment obligations, VMNET may request the Customer to sign a promissory note covering installed equipment and outstanding Service debts.

This promissory note shall not generate interest and may be enforced judicially to recover overdue balances.

Discounts and Promotions

VMNET may offer promotions, credits, or discounts under equal terms and conditions to Customers in similar circumstances.

XIV. SERVICE INSTALLATION

Once the Customer has the corresponding Purchase Order, VMNET and the Customer will mutually agree on a date and time for technical staff to install the Service.

The agreed date and time will be confirmed via email, phone call, or SMS message.

Installation Procedure

Technical personnel will arrive at the specified address on the agreed date and time, properly uniformed and identified with valid VMNET credentials.

Technical staff will install telecommunications terminal equipment and provision the Services.

Upon completion, the Customer must sign acceptance of the Installation Order, Agreement, and promissory note (if applicable).

Service Modification

The Customer may request modifications to contracted Services at any time, subject to VMNET approval and compliance with contracting requirements.

Applicable modification fees registered with the Telecommunications Registry shall apply.

This procedure shall not exceed 10 (ten) business days from the request date.

Change of Address

Customers may request a change of installation address at any time, subject to payment of the applicable fee and technical feasibility.

This process shall not exceed 10 (ten) business days.

Service Reconnection

If VMNET suspends the Service due to non-payment, the Customer must pay the applicable reconnection fee.

After payment is reflected in VMNET’s system, the Customer may request reconnection through Customer Service.

Reconnection will occur automatically within no more than 3 business days.

XV. QUALITY LEVELS

VMNET is committed to its Customers and will make all necessary efforts to provide requested service levels under maximum quality standards according to the Agreement.

Customers must comply with all specifications provided by VMNET to achieve requested service levels.

VMNET will always make reasonable efforts to ensure optimal service quality and timely, professional responses to Customer requests.

XVI. CUSTOMER SERVICE

Customers may contact VMNET through:

Customer Service is available 24 hours a day, 365 days a year for clarifications, suggestions, repairs, complaints, or unforeseen circumstances.

XVII. DISPUTE RESOLUTION AND FAULT REPORTING

If failures or interruptions occur, Customers may report them through Customer Service channels, via email at soporte@vmnet.co.mx, WhatsApp 3222449610, or at:
www.vmnet.com.mx/reporte-de-fallas

VMNET engineers will analyze and resolve faults as quickly as possible. Response times are established in the Agreement.

XVIII. CREDITS AND COMPENSATION

VMNET shall not be liable for service failures or suspensions caused by force majeure or causes not attributable to VMNET.

Discounts and credits for failures or interruptions attributable to VMNET are established in the Agreement and applicable regulations.

VMNET may interrupt Services for the time strictly necessary to perform repairs, maintenance, upgrades, or improvements.

VMNET may suspend Services without liability and without prior notice if the Customer has outstanding debts.

XIX. CANCELLATION POLICY

Service cancellation is subject to the terms and conditions established in the Agreement.

XX. DISPUTE RESOLUTION

Any matter related to the interpretation, execution, or compliance of Agreements between VMNET and its Customers shall be governed by the jurisdiction and competence of the Courts of Puerto Vallarta and Guadalajara, as well as the applicable laws of the United Mexican States.

Customers may also pursue mediation before the Federal Consumer Protection Agency (PROFECO) regarding conflicts arising from the Agreement or the provision of Services.