Welcome to https://vnpt.com.vn/ (hereinafter referred to as “VNPT”), a website specializing in providing SIM cards, internet, and television services, established and owned by the Vietnam Posts and Telecommunications Group – Telecommunications Services Corporation. By accessing our website, you agree to these Terms and Conditions.
To protect customer rights and comply with applicable laws, this website is regularly updated with additional provisions to the Terms and Conditions of Use.
By using our services, you agree to enter into a contract with VNPT VinaPhone under the standard contract form and General Terms and Conditions registered with and approved by the Vietnam Competition and Consumer Protection Authority (Ministry of Industry and Trade), published on this website.
1.1 These Terms and Conditions apply to customers who:
(i) Purchase products sold on VNPT.
(ii) Require delivery of products to locations in accordance with VNPT’s delivery policy.
1.2 Document requirements when entering into a standard contract:
a) For individuals: Original passport, national ID card, or citizen ID card (valid) for Vietnamese citizens; valid passport for foreign nationals.
b) For organizations: Original or certified copy of the establishment decision, business registration certificate, tax registration certificate, investment license, or enterprise registration certificate. For mobile telecom services, organizations must also provide a list of authorized users (with the organization’s confirmation) and their valid identification documents. If the contract is signed by a non-legal representative, a valid power of attorney and their own ID are required.
c) For minors under 14 years old or legally dependent persons: The contract must be signed by a parent or legal guardian.
(Pursuant to Government Decree No. 49/2017/NĐ-CP dated April 24, 2017)
2.1 For Internet/TV services:
Select “INTERNET TRUYỀN HÌNH” (Internet TV) and choose the desired service.
View available packages and click “View Details.”
Review package information (promotions/pricing/upgrades/usage notes) and click “Register Now.”
Enter recipient or subscriber details.
Confirm the order.
Receive an order confirmation notification from the system.
2.2 For mobile services:
Select “DI ĐỘNG” (Mobile) and choose the desired service.
View available packages and click “View Details.”
Review pricing, data allowance, and package benefits.
Click “Register Now” and follow the SMS registration instructions.
2.3 For fixed-line services:
Select “CỐ ĐỊNH” (Fixed-line) and choose the desired service.
View available packages and click “View Details.”
Review pricing and package benefits.
Click “Register Now” and follow the service registration instructions.
2.4 For digital services for enterprise customers:
Select the “DOANH NGHIỆP” (Enterprise) section.
Explore available digital products/services.
Contact 18001260 or visit a VinaPhone transaction point for detailed guidance (online registration not available).
Service registration fees displayed on the website include VAT.
Product prices do not include delivery fees, which will be communicated before shipping, delivery, or installation.
Note: The website serves as an information and promotional channel only. Payments are made directly at VNPT VinaPhone transaction points when entering into the service contract.
4.1 General Delivery Policy:
Orders will be delivered/installed at the customer’s requested address, except restricted areas (e.g., certain offices or high-rise buildings).
VNPT staff will contact the customer within 48 hours of successful registration to confirm delivery/installation time and location.
Delivery times: 8:00 – 18:00, daily except public holidays.
Delivery fees depend on region and time.
Customers may cancel without charge if VNPT fails to contact them within the stipulated time.
4.2 Mobile services: Customers follow the SMS registration format provided on the website.
4.3 Fixed-line, Internet, and TV services:
Installed/delivered to the address provided in the order, within the delivery policy timeframe.
Address changes must be notified via VNPT’s customer service hotline.
The authorized recipient must present valid identification before accepting delivery.
The recipient must check the product and sign the delivery note; ownership transfers upon signature.
5.1 Eligible cases:
Incorrect quantity or subscriber number.
Product defects due to manufacturer error.
5.2 Timeframe:
Within 3 days from receipt.
5.3 Proof of request:
Postal/courier return: Based on postal receipt date.
In-person return: Based on VNPT staff’s acceptance date.
5.4 Costs:
VNPT covers costs for eligible returns/exchanges as per policy.
6.1 Mobile services:
Prepaid: Suspension occurs if the number expires, incorrect recharge code entered 5 times, or subscriber information violates regulations.
Postpaid: Suspension according to postpaid service contract terms.
6.2 TV services: Suspended after 30 days of unpaid bills.
6.3 Internet services: Suspended after 30 days of unpaid bills.
7.1 Complaint channels:
Hotlines: 18001091, 800126, 18001260, 18001261
Email: cskh@vnpt.vn
Online: Official websites, My VinaPhone app, Facebook pages/groups, and messaging platforms (Zalo, Telegram, Skype).
VNPT commits to meeting declared national quality standards for mobile, internet, and television services, including:
Service availability above 99.95% (mobile & internet).
Call drop rate/SMS error rate below 0.05% (mobile).
Minimum speeds as per package specifications (internet).
Successful login rate above 95% (internet & TV).
9.1 Purpose:
For national security, public order, telecom management, and service provision.
9.2 Usage scope:
VNPT is the sole user of collected personal data; no sharing with third parties without consent.
9.3 Retention period:
Until service is completed, legal obligations are fulfilled, or customer requests deletion.
9.4 Customer rights:
Access, correction, objection, withdrawal of consent, complaint filing.
9.5 Data protection measures:
Database partitioning, encryption, access control using eToken authentication.
Vietnamese law governs all contractual relations.
Disputes will be resolved amicably within 30 days; otherwise, they will be settled in court.
