VivoVpn is committed to protecting your privacy. We want you to understand what information we collect, what we don’t collect, and how we collect, use, and store information. We do not collect logs of your activity, including no logging of browsing history, traffic destination, data content, or DNS queries. We also never store connection logs, meaning no logs of your IP address, your outgoing VPN IP address, connection timestamp, or session duration.
Our guiding principle toward data collection is to collect only the minimal data required to operate a world-class VPN service at scale. We designed our systems to not have sensitive data about our customers; even when compelled, we cannot provide data that we do not possess.
General Information
VivoVpn collects four types of information:
- Personal information
This information is collected for the purpose of administering your VivoVpn subscription and includes your name, email address, and payment information, which you submit on our order page when you subscribe for the Services.
- During Your Feedbacks
We may store your information during the communication process. This information may include, your name, country and your email address.
Personal Information
VivoVpn collects personal information that you provide to us directly through the Site. We require that you provide personal information, such as an email address, your name and your country in order to establish a VivoVpn account, and so that we can email you when it’s necessary and respond to support queries that you initiate.
VivoVpn uses your email address for the following reasons:
- To send emails related to your subscription.
- To provide links to our Site, including password reset emails.
- To send you updates and announcements.
- To communicate with you about your VPN services or respond to your communications.
Connection Summary Statistics
We ensure that we never log browsing history, traffic destination, data content, IP addresses, or DNS queries. Therefore:
- We do not know which user ever accessed a particular website or service.
- We do not know which user was connected to the VPN at a specific time or which VPN server IP addresses they used.
- We do not know the set of original IP addresses of a user’s computer.
Should anyone try to compel VivoVpn to release user information based on any of the above, we cannot supply this information because the data don’t exist.
In order to maintain excellent customer support and quality of service, VivoVpn collects the following information related to your VPN usage:
App Version
We collect information related to which Apps version you have activated. Knowing your current version of the App allows our Support Team to troubleshoot technical issues with you.
Successful connection
We collect information about whether you have successfully established a VPN connection on a particular day (but not a specific time of the day), to which VPN location (but not your assigned outgoing IP address), and from which country/ISP (but not your source IP address). This minimal information assists us in providing technical support, such as identifying connection problems, providing country-specific advice about how to best use our Service, and to enable VivoVpn engineers to identify and fix network issues.
Anonymous App Diagnostics
With your permission, we collect anonymized app diagnostic data, which include crash reports, usability diagnostics, and VPN connection diagnostics. We use these data in our network operations tools to help optimize network speeds and to let us identify problems and areas for improvement related to specific apps, VPN servers, or ISPs. The information we receive is fully anonymized and cannot be tied back to individual VivoVpn users.
If you opt in to share this information with VivoVpn, we will collect the following anonymized information:
- Diagnostic information about if and how a VPN connection attempt failed.
- Speed test data.
- App diagnostics, including crash reports and usability diagnostics, also without any personally identifiable information.
Storing of Feedback Information
VivoVpn keeps records of any correspondence, questions, complaints, or compliments you submit to us through our Site or Services, along with our response. Depending on how you contact VivoVpn, we may collect your email address and any additional information you provide to us. Having full correspondence records enables our staff to provide the best possible customer support experience.
We use two different third-party platforms for support correspondence like for emails and for live chat support. When you correspond with us using these platforms, they will store your correspondence records including your email address, as well as user and device attributes that help with troubleshooting, such as the country you are contacting us from and your device’s operating system. Both platforms utilize modern security practices and Https encryption.
Security Measures to Protect Your Information
VivoVpn uses best-in-class physical, procedural, and technical security with respect to our offices and information storage facilities so as to prevent any loss, misuse, unauthorized access, disclosure, or modification of information. Access to user information is restricted to staff who require such access to perform their job functions.
Servers are housed in data centers with strong security practices. None of these data centers require us to collect or store any traffic data or personal information related to your use of VPN Services. If any data center were to ask us to log such data, we would immediately cease operations with said data center and find alternative options.
Even if a government were to physically seize one of our VPN servers and manage to break its disk encryption, there would be no logs or information that would tie any individual user to a particular event, website, or behavior.
Cookies and Mobile Identifiers
What is a cookie?
A cookie is a small text file used to store information about your visit to the Site. Cookies let VivoVpn optimize and improve the user experience of the Site by helping us deliver certain functionalities, such as website login and language settings. The cookies we use may vary over time as we continuously update and improve our Site.
Disabling cookies
You are free to change your cookie preferences at any time. You can do this in the settings panel for your browser. Depending on which browser and device you use, you may be able to control which cookies you allow, which cookies you want to block in the future, and delete cookies. Note that VivoVpn’s Site may not work as intended if you choose to disable cookies.
VivoVpn’s cookies
The cookies set by VivoVpn enable us to set your language preference, attribute visitors to a marketing channel, and, once you log in, securely show you information that is specific to your account. The cookies contain a user identifier, but no directly personally identifying information such as your name or email address, and do not track any activity outside of VivoVpn’s domains.
Third-party cookies
VivoVpn uses third-party services such as Google Analytics etc. Cookies from such services are used to collect data for statistical reports. For example, we may generate reports regarding the amount of time users spend on the Site and the number of users who visit a particular page.
Third-party vendors, including Google, use cookies to serve ads based on someone’s past visits to the Site. Any data collected will be used in accordance with our Privacy Policy and Google’s privacy policy. Users may opt out of Google’s use of cookies by visiting the Google Advertising Opt-out Page. Users may opt out of Google Analytics by visiting the Google Analytics Opt-out Page.
Third-Party Websites
The Site may contain links to external websites that do not fall under VivoVpn’s domain. VivoVpn is not responsible for the privacy practices or content of such external websites.
Changes to the Privacy Policy
We may change our Privacy Policy from time to time, without prior notice to you, consistent with applicable privacy laws and principles. Your continued use of the Site or Services constitutes your acceptance of our Privacy Policy.
How to Contact VivoVpn
If you have any questions regarding our Privacy Policy and how we handle your information, please feel free to contact VivoVpn at any time you want, we will respond to you as quickly as possible.