Terms of service
Terms of service
Detailed terms and conditions governing hardware supply, project deployment, equipment rental, cloud platform operations and technical services provided by Wicell Network.
01
Terms of service
These terms apply to every quote, deployment, rental and maintenance contract issued by Wicell Network. Placing an order or signing an acceptance record means the terms below have been accepted.
- Equipment and services are supplied to the specification in the signed quote; any change is re-quoted in writing before it is carried out.
- Design documents, RF coverage plans and configuration files produced for a project remain usable by the customer for that site.
- Wicell brand names, firmware and the cloud controller platform remain the property of Wicell Network.
- Vietnamese law applies; disputes are settled by negotiation first, then by the competent court in Ho Chi Minh City.
02
Quotes and payment
- Every job starts from a written quote. Nothing is installed and nothing is billed before the quote is agreed.
- An on-site survey for a project under consideration is free within Ho Chi Minh City and neighbouring provinces.
- Work discovered during deployment that falls outside the quote is reported and re-quoted before it is done.
- Materials are billed at the unit prices listed in the quote; quantities are reconciled against the acceptance record.
- Payment by bank transfer or cash, with a VAT invoice issued for every transaction.
A quote is valid for 30 days from the date of issue. Beyond that, hardware pricing is confirmed again before the order is placed.
03
Scheduling and cancellation
| Situation | What happens | Charge |
|---|---|---|
| Both sides present as booked | Work proceeds as agreed in the quote | Per quote |
| Site not ready on arrival | The team waits up to 60 minutes, then reschedules with you | Travel cost only |
| Cancelled more than 4 hours ahead | Rescheduled at no cost | None |
| Cancelled after the team has left | Rescheduled; travel already incurred is billed | Travel cost only |
| Work outside standard hours | Scheduled in advance for live sites — hotels, ports, hospitals | Quoted separately |
04
Responsibilities of each party
Wicell is responsible for
- Surveying, designing and installing to the agreed specification
- Documenting every installation point before and after the work
- Handing over configuration files, SSID and controller access to the customer
- Honouring the warranty and responding to faults within the agreed window
The customer needs to ensure
- Safe access to the installation areas during the agreed window
- Stable mains power and the internet uplink at the demarcation point
- A named contact who can approve changes on site
- Keeping controller credentials confidential after handover
05
Warranty policy
Wicell hardware is warranted against manufacturing defects from the date on the acceptance record. Warranty is handled at the Wicell service centre or on site for systems under a maintenance contract.
Covered
- Manufacturing defects in the radio, PoE, enclosure and connectors
- Firmware faults, corrected by an update at no charge
- Replacement of a failed unit while the fault is diagnosed, for systems under contract
Not covered
- Lightning, flooding, power surges and other force-majeure damage where no surge protection was installed
- Physical damage, a broken seal, or repairs attempted by a third party
- Firmware from a source other than Wicell
- Consumables and cabling supplied by another contractor
An RMA request is opened through the support centre. Please include the model, serial number and the acceptance record date.
06
Privacy policy
Wicell collects only what a project needs: the contact details of the people we work with, the site information required to design the network, and the operational data the controller produces.
- Site drawings, network diagrams and configuration files are treated as customer confidential information.
- Controller telemetry is used to operate and troubleshoot the system, not for advertising.
- Guest data captured by a Wi-Fi Marketing portal belongs to the site owner; Wicell does not sell or share it.
- Customer information is disclosed to a third party only with written consent, or where the law requires it.
- A request to correct or delete your contact data can be sent to info@wicellnetwork.vn.
07
Limitation of liability
Wicell is responsible for the system it supplies and installs. The following sit outside that responsibility:
- Outages of the internet uplink or mains power supplied by another provider
- Changes made to the configuration by a third party after handover
- Pre-existing cabling, switches or servers not supplied by Wicell, unless a survey covered them
- Interference from equipment installed after handover that changes the RF environment on site
- Indirect losses such as lost revenue, where liability is limited to the value of the affected contract item.
Questions about our terms of service?
Ask before you sign — we would rather explain a clause twice than argue about it later.