Policies and Transaction Terms

01Website owner information

Company

SMNET CO., LTD

Tax code

0314509623

Legal representative

Mr. Nguyen Huu Huan

Phone

028 7301 6068

Email

hello@smnet.vn

Website

smnet.vn

Working days

Monday to Friday, excluding public holidays

Address: Room G.01, The Vital Building, 16 Dang Tat, Tan Dinh Ward, Ho Chi Minh City, Vietnam.

SMNET provides IT equipment, licensed software, cybersecurity solutions, CCTV systems and information-technology services for businesses, organizations and individual customers.

02General transaction terms

Scope

This policy applies to transactions through smnet.vn, phone, email, Zalo, quotations, purchase orders, contracts or direct transactions. Where a separate contract, quotation or PO exists, the written terms confirmed by both parties take precedence.

Transaction conditions

• The customer must have full legal capacity and proper authority to represent the purchasing party.
• Information supplied must be accurate, complete and lawfully usable.
• The customer must verify product, quantity, configuration, license term, delivery address and invoice details before confirmation.
• Customers under 18 may transact only with the consent and supervision of a legal representative.

Order process

1. Select products or request a quotation.
2. SMNET checks stock, price, schedule and supply conditions.
3. SMNET sends confirmation, quotation or contract.
4. The customer confirms through the website, email, quotation, contract, PO, deposit or payment.
5. SMNET prepares goods or deploys the service.
6. Both parties complete delivery, acceptance, payment and invoicing.

When a transaction is formed

Submitting an online order does not by itself mean SMNET has accepted it. A transaction is formed when SMNET confirms it by email or writing, receives a deposit/payment, delivers goods, transfers a digital product or begins service delivery.

SMNET may decline an order if stock is unavailable, displayed information or price is clearly incorrect, customer information cannot be verified, fraud is suspected, supply is restricted by a vendor, or a force-majeure event occurs.

Rights and responsibilities

Customers are entitled to clear information, total-cost visibility, invoices, inspection, warranty/return requests, data protection and refusal of advertising. Customers are responsible for timely payment, proper use, backup of their data and protection of accounts, passwords and activation codes.

SMNET is responsible for supplying the confirmed scope, disclosing applicable prices and charges, supporting delivery and warranty, protecting information and receiving complaints. SMNET may require deposits, refuse unlawful transactions and suspend services for overdue payment.

03Prices, tax and invoices

• Prices are quoted in Vietnamese Dong unless a quotation or contract states otherwise.
• Website prices may exclude VAT, delivery, installation or other charges unless clearly marked as VAT included.
• Before confirmation, SMNET will communicate the goods/service price, VAT, delivery charges, deployment charges and total amount.
• Prices may change due to exchange rates, vendor policies, taxes, configuration, license duration, promotions or logistics.
• Price changes do not retroactively apply to confirmed orders unless otherwise agreed.

Electronic invoices

Customers must provide the correct legal name, tax code, address, invoice email and any special requirements. Invoice adjustments follow applicable law and may require supporting documents from both parties.

04Payment policy

Bank transfer

Transfer description: Customer/company name – quotation number or order code.

Customers should send payment evidence to hello@smnet.vn or the responsible staff member. Payment is recorded only after funds are credited, SMNET issues a receipt, or the payment system confirms success.

Other methods

Cash, card or intermediary payment applies only when confirmed by SMNET. Bank/intermediary charges are borne by the customer unless otherwise agreed.

Payment safety

SMNET never asks for online-banking passwords, OTP, PIN, CVV/CVC, or passwords for email, Microsoft, Google or internal systems. Do not transfer money to a personal account unless independently verified through SMNET official channels.

05Deposits and special-order items

SMNET may require a deposit for non-stock items, imports, custom-configured products, licensed software, deployment projects, high-value orders or purchases that SMNET must commit to a supplier.

Typical deposits range from 30% to 100%, depending on the product and the quotation/contract.

After SMNET has placed the order, activated a license or incurred costs, cancellation requires approval. SMNET may deduct order/cancellation charges, shipping, import costs, exchange-rate differences, custom-configuration costs and the value of already-issued licenses.

If SMNET cannot supply for a reason attributable to SMNET and the customer does not accept a replacement, received funds will normally be refunded within 3–7 business days.

06Delivery and inspection

Estimated coverage and timing

• Ho Chi Minh City urban area: 1–3 business days for in-stock items.
• Major provinces/cities: 2–5 business days.
• Remote or restricted areas: 5–7 business days or as confirmed.
• Imported, special-order or project items: according to quotation/order confirmation.

Schedules may change because of weather, traffic, public holidays, goods-control regulations, manufacturer delays or force majeure.

Inspection on receipt

Customers may inspect package quantity, product name/code, packaging, seals and signs of impact. For sealed equipment or licensed software, opening or activation must comply with the return conditions.

If damage or incorrect items are found, record the issue on the delivery note, take photos/video, request confirmation from the carrier and contact SMNET immediately.

07Cancellation, returns and refunds

Cases considered for return/replacement

• Wrong product, quantity or missing accessories.
• Transit damage caused by a delivery provider appointed by SMNET.
• Technical defect confirmed by SMNET, the distributor or authorized service center.
• Product materially different from the written confirmation.

Notification periods

• External damage, wrong or missing items: immediately on receipt and no later than 24 hours.
• Manufacturer technical defects: within 10 days of receipt.
• After the replacement period: warranty policy applies.

Limited/non-returnable cases

Returns may not apply or may be restricted for issued licenses/activation codes, activated subscriptions, custom-configured items, opened consumables, products missing serial labels, unauthorized modifications, damage from misuse, or change-of-mind cases where the product is not defective.

Refund timing

• Bank transfer: 3–7 business days.
• Card/payment gateway: 7–15 business days or according to the bank.
• International transactions: according to banking and foreign-exchange rules.

08Warranty policy

Warranty duration is determined by the product, warranty label/card, invoice, quotation, contract, manufacturer policy or serial number.

Warranty service may be performed at a manufacturer service center, distributor, SMNET-designated location, the customer site where onsite warranty is included, or through a delivery service.

Not covered by warranty

Examples include drops/impact, water ingress, electrical/lightning damage, unsuitable environment, wrong voltage, unauthorized repair, missing serial number, customer-side malware/software issues, expiry, or normal wear/consumables.

Data on devices

Customers must back up data, sign out of accounts and remove sensitive information before handing over a device. SMNET is not responsible for data loss unless a separate backup or data-recovery service has been agreed.

09Digital products and software licenses

Digital products may be delivered by activation code, confirmation email, admin account, license certificate, subscription, tenant assignment or direct activation.

Customers must verify the correct edition, user/device quantity, term, activation region, license type, tenant/domain, compatibility and renewal conditions.

Digital products cannot normally be cancelled or refunded after a code is issued, a license is assigned, an account is created, a subscription is activated or usage rights are transferred. If SMNET supplies the wrong item or an invalid code due to SMNET error, SMNET will correct, reissue or refund as appropriate.

10Survey, installation and deployment services

The work scope is defined by quotation, contract, technical appendix, survey report, Scope of Work, confirmation email or acceptance record. Out-of-scope work is quoted separately.

Customer preparation

• Site access, power, connectivity and working area.
• Administrative accounts, drawings, technical information and coordination personnel.
• Work permits, safety conditions and approved downtime windows where required.

Changes in quantity, configuration, location, schedule, materials or technical approach require written confirmation and may affect price, schedule, staffing or warranty.

A service is considered completed when accepted in writing, confirmed by email, put into production, or when the contractual acceptance-response period expires.

11Privacy and personal-data processing

Data that may be collected

Name, company, title, tax code, address, phone, email, delivery details, transaction history, support requests, device/system information, IP, browser, access logs, cookies and payment status.

SMNET does not intentionally store full card numbers, CVV or online-banking passwords.

Purposes

Order and delivery management, invoicing, warranty, service deployment, technical support, contract/receivable management, fraud prevention, system security, website improvement, lawful customer care and legal compliance.

Sharing and retention

Necessary data may be shared with responsible staff, carriers, banks, manufacturers, distributors, service centers, cloud/software providers, legal advisers or competent authorities. SMNET does not sell personal data.

Data is retained as necessary for transactions, warranties, contracts, accounting, tax, legal obligations and system protection, then deleted, destroyed or anonymized where appropriate.

Customer rights

Customers may have rights to be informed, access, correct, withdraw consent, request deletion/restriction, object, complain and exercise other rights under applicable law. Requests may be sent to hello@smnet.vn or 028 7301 6068.

12Cookie policy

The website may use essential, functional, analytics and marketing cookies to operate the site, remember cart/preferences, protect sessions, measure traffic and improve content.

Customers can manage cookies in their browser. Disabling essential cookies may cause some features to work incorrectly.

13Payment security

• Collect only necessary payment information and restrict access.
• Never request OTP or online-banking passwords.
• Reconcile payments through SMNET company accounts.
• Retain payment evidence as required and investigate suspicious transactions.

Customers should verify the account name CÔNG TY TNHH SMNET, confirm the smnet.vn domain, avoid unknown payment links and contact SMNET directly if bank-account details are changed.

14Complaint handling

Complaints are accepted by phone, email, website form, written notice at the office or through the responsible staff member.

Process

1. Receipt: acknowledge within up to 2 business days.
2. Verification: review the order and coordinate with relevant parties.
3. Proposal: communicate the expected resolution.
4. Execution: replacement, warranty, supplementary delivery, refund or service adjustment.
5. Closure: close when the resolution is completed or both parties confirm.

Typical handling time is 7–15 business days. Cases requiring manufacturer or third-party verification may take up to 30 days or the actual time reasonably required.

15Impersonation and fraud warning

Be alert to persons impersonating SMNET, requesting payment to personal accounts, sending unfamiliar payment links, asking for OTP, asking you to install remote-control software, or requesting extra payment without a quotation/document.

If in doubt, stop the transaction and verify through 028 7301 6068 or hello@smnet.vn.

16Intellectual property

Logos, trade names, images, articles, website design, technical documents, quotations, forms, software and source code developed by SMNET belong to SMNET or are lawfully used by SMNET.

They may not be copied, modified, distributed or used commercially without written permission. Third-party trademarks remain the property of their respective owners.

17Limitation of liability and force majeure

To the extent permitted by law, SMNET is not responsible for losses caused by incorrect information provided by the customer, use contrary to instructions, incompatible systems, data not backed up, malware/unauthorized access not caused by SMNET, or outages of telecommunications, cloud platforms or manufacturers.

Force majeure may include natural disasters, epidemics, fire, war, riots, widespread strikes, major power/network outage, government action, transportation interruption, supply-chain disruption or other events beyond reasonable control.

18Policy changes

SMNET may update this policy to reflect legal requirements, business operations, new products/services, security requirements or changes from manufacturers and suppliers.

A new version applies to transactions arising after its effective date. Confirmed orders continue under the policy in effect at formation unless otherwise agreed or required by law.

19Governing law

This policy is governed by and interpreted under Vietnamese law. If any provision is held invalid, the remaining provisions continue to apply to the extent permitted by law.

20Contact information