Mobile Applications and Digital Services of Fibex Telecom and Conex Telecom
This Privacy Policy governs the processing of personal data of users (hereinafter, the "User" or "Users") of all mobile applications and digital services published by Soluciones Medianet, C.A. on behalf of Fibex Telecom and Conex Telecom and the companies of the Fibex Telecom and Conex Telecom Group (hereinafter, "Fibex", "we", or the "Data Controller"), in Venezuela, the Dominican Republic, and Peru.
By downloading, installing, registering for, or using any of our applications published on Google Play, the App Store, Samsung Galaxy Store, or other app marketplaces, the User declares that they have read, understood, and accepted the terms of this Policy.
This Policy applies to all mobile applications and associated digital platforms of the Group, including but not limited to:
| Application | Main Purpose |
|---|---|
| Fibex Oficina Móvil | Self-management of telecommunications services (Venezuela) |
| FibexPlay | Live TV streaming and audiovisual on-demand content (Venezuela) |
| Club Fibex | Subscriber benefits and customer loyalty rewards program |
| Fibex Dominicana | Self-management of telecommunications services (Dominican Republic) |
| FibexPlay RD | Live TV streaming and audiovisual on-demand content (Dominican Republic) |
| Wave TV | Live TV streaming and audiovisual on-demand content (Wave) |
| ConexPlay | Live TV streaming and audiovisual on-demand content (Peru) |
| Conex Perú | Self-management of telecommunications services (Peru) |
Likewise, it applies to any other application or digital service developed, published, or acquired by the Group that directly links to this Policy.
We collect only the personal data strictly necessary to provide our services, maintain continuous improvement, and comply with applicable laws. The categories of collected data include:
Full legal names, identification document numbers (national ID, tax ID, passport), subscriber or contract numbers, physical mailing address, email address, and telephone numbers.
Username, securely encrypted password, user preferences, authentication session logs, and profile avatar.
Banking information, associated payment cards (tokenized via certified processors), transaction history, credit capacity assessments, and billing records. Under no circumstances do we store the full CVV of credit or debit cards.
Hardware model, operating system and build version, advertising identifiers (AAID/IDFA), unique installation identifiers, system language, mobile carrier, IP address, and network connection type.
In-app interaction events, visited screens and tabs, session duration metrics, technical error logs, and crash analytics reports.
Approximate or precise geographical location only when expressly authorized by the User (necessary, for example, for physical installation dispatch, network coverage validation, on-site technical inspection, or localized regional promotions).
Photographs, documents, or files voluntarily uploaded by the User (e.g., payment vouchers, identity verification photos, technical inspection evidence, or insurance documentation).
Transcripts of technical support inquiries, customer service chat conversations, satisfaction surveys, and feedback ratings.
Our mobile applications may request access to specific device capabilities. These permissions are never used to access data without your explicit consent and can be revoked at any time through your operating system settings:
Network coverage validation, technician dispatch, nearest branch office locator, and regional offers.
Capturing payment receipts, uploading profile avatars, QR code scanning, and technical service evidence.
Voice-over-IP (VoIP) calling and interactive customer care video assistance (where applicable).
Attaching image vouchers, identity documents, or claims documentation from local storage.
Billing reminders, service maintenance updates, critical security alerts, and promotional announcements.
Only when the User voluntarily chooses to select and share a contact (e.g., beneficiary or referral referral programs).
Direct dialing of customer assistance phone numbers straight from within the app interface.
Ensuring normal operation, verifying active network connection status, and streaming video buffer monitoring.
Fast, secure local authentication when explicitly enabled by the User on compatible devices.
We process your personal data for the following legitimate purposes:
We process personal data based on the following legal grounds:
We do not sell personal data. We may share personal data only with:
All third-party processors are contractually bound to maintain strict confidentiality and use personal data solely for the instructions authorized by the Data Controller.
Because we operate across Venezuela, the Dominican Republic, and Peru and leverage global cloud infrastructure, certain data may be stored or processed on servers situated outside the User's home country. In such instances, we implement appropriate safeguards — standard contractual clauses, transport and at-rest encryption, strict access controls, and vendors certified under recognized international security standards (ISO/IEC 27001, SOC 2, GDPR compliance) — to ensure ongoing protection.
We retain personal data for the duration of the contractual relationship with the User and subsequently for the statutory limitation periods prescribed by applicable local laws (tax, accounting, financial, telecommunications, and consumer regulations). Data that is no longer required is securely deleted or irreversibly anonymized.
We implement robust technical and organizational security measures to protect personal data: encryption in transit (TLS 1.2/1.3) and at rest where applicable, role-based access controls, multi-factor authentication for authorized staff, continuous infrastructure monitoring, vulnerability assessments, incident response protocols, and privacy awareness training. While no digital platform is 100% invulnerable, in the event of a significant security breach, we will notify affected Users and relevant authorities in accordance with applicable laws.
Users may at any time exercise their statutory rights of Access, Rectification, Cancellation (Erasure), Opposition, Limitation of Processing, and Data Portability, as well as withdraw previously granted consent.
Inquire what personal data we retain and request the immediate correction of inaccurate or incomplete data.
Request the deletion or suppression of personal data when it is no longer needed for the contracted purposes.
Object to processing for specific purposes (such as direct commercial marketing) or request restrictions on its scope.
Obtain a structured, machine-readable copy of personal data or revoke consent without retroactive detriment.
Users have the right to lodge a complaint with the competent supervisory data protection authority in their country of residence if they consider that their rights have been infringed.
Our applications are intended for adult individuals or, in the case of entertainment streaming services, for minors under the guidance, supervision, and consent of their parents or legal guardians. We do not intentionally collect personal data from children under 13 without verifiable parental authorization. If we discover that unauthorized personal data of a minor has been collected, we will take prompt steps to delete it.
Our websites and certain application components employ cookies, software development kits (SDKs), and similar tracking technologies for authentication, audience measurement, fraud mitigation, and user interface preferences. Users can manage or disable cookie preferences through their web browser or mobile operating system settings.
Certain apps utilize diagnostic and telemetry analytics services (such as Google Analytics for Firebase and Firebase Crashlytics) to understand feature engagement and optimize service stability. These tools may process pseudonymized device identifiers. Users can reset or opt out of advertising tracking at any time via operating system settings ("Limit Ad Tracking" on iOS, "Reset Advertising ID / Delete Advertising ID" on Android).
Our applications may contain hyperlinks leading to third-party websites or third-party digital media content (for example, external broadcast channels hosted on FibexPlay). The Data Controller does not control and accepts no responsibility for the independent privacy practices of such third parties. We encourage Users to review their separate privacy statements.
To the maximum extent permitted by applicable law, the Data Controller shall not be liable for unauthorized access or breach resulting from sophisticated cyberattacks exceeding reasonable state-of-the-art security measures, nor for device misconfigurations or compromises caused by the User's negligence in sharing credentials or granting device access to third parties.
We reserve the right to revise or update this Policy to reflect statutory updates, technological innovations, or operational changes. The latest version will always remain accessible on our official web portals and within the app marketplace listing. Substantial modifications will be notified to the User through the app or by email with at least 15 days notice prior to taking effect.
This Policy is governed by and construed in accordance with the laws of the country in which the User resides and contracts services (Venezuela, the Dominican Republic, or Peru). Any disputes arising from or relating to this Policy shall be submitted to the competent courts of said jurisdiction, without prejudice to consensual alternative dispute resolution mechanisms.
For any inquiries, feedback, or statutory privacy requests regarding this Privacy Policy or personal data processing, you may reach out to our team through the following official channels: