Privacy Policy

1. Personal data we collect

We collect personal data in different ways depending on how you use our Platform and Services.

• Directly from you. This includes information you provide when you create an account, place an order, connect a wallet, request support, contact us, subscribe to updates, manage settings, respond to surveys, or otherwise interact with us.
• Automatically through your use of the Platform or Services. This includes technical, device, usage, and diagnostic information collected through cookies, logs, analytics tools, support tools, and similar technologies.
• From third parties. This includes information from payment processors, wallet providers, support tools, infrastructure providers, analytics providers, telecom or network partners, embedded-content providers, and, where applicable, business customers or partners that provide you access to the Services.

Depending on the feature or transaction, the data we collect may include:

• account information such as your email address, encrypted or hashed credentials, account settings, and authentication-related data;
• order and transaction information such as products selected, plan details, activation status, payment method, transaction amount, payment status, invoices, wallet address, blockchain transaction references, or limited payment metadata returned by our processors;
• service provisioning information such as plan identifiers, eSIM or number provisioning data, service status, activation records, and troubleshooting details;
• voice, SMS, and phone number service records necessary to provide or troubleshoot those features, which may include routing, delivery, timestamp, or related telecom service information;
• support and communications data such as emails, support tickets, chat transcripts, screenshots, attachments, feedback, and records of interactions with our support tools or personnel;
• device and usage data such as IP address, browser type, operating system, device characteristics, cookie identifiers, session data, page visits, referrers, clicks, timestamps, general location inferred from IP or service activity, and performance or crash information;
• preferences data such as language, consent choices, notification preferences, and product or account settings; and
• compliance and security information, including data used to detect abuse, verify payments, investigate fraud, enforce our Terms, or comply with legal obligations.

We do not ordinarily require a government-issued ID or a street address for standard consumer purchases. However, we may request or receive additional information if required by law, if needed for fraud prevention, if necessary to support voice or numbering services, or if required to investigate abuse, sanctions issues, disputes, or support incidents.

2. How we use personal data

We may use personal data for the following purposes:

• to create and manage your account;
• to process payments, wallet connections, orders, refunds, and transaction records;
• to provision, activate, deliver, maintain, and troubleshoot eSIMs, voice or SMS services, phone number features, and related functionality;
• to authenticate users, secure accounts, prevent fraud, detect abuse, and enforce our Terms and Acceptable Use Policy;
• to communicate with you about your account, orders, service updates, support issues, or legal notices;
• to provide customer support, investigate incidents, and resolve technical or billing disputes;
• to analyze how the Platform and Services are used, improve performance, monitor reliability, develop features, and understand business or product trends;
• to send marketing or promotional communications where permitted by law and, where required, with your consent;
• to comply with legal, accounting, tax, sanctions, export-control, telecom, consumer-protection, or regulatory obligations; and
• to establish, exercise, or defend legal claims or support a merger, acquisition, financing, reorganization, or sale of assets.

Where required by law, we rely on one or more of the following legal bases for processing: performance of a contract with you, our legitimate interests in operating and protecting the business, your consent, and compliance with legal obligations.

3. Who may receive your personal data

We may disclose personal data to:

• our employees, contractors, and affiliates who need access for support, operations, security, product, finance, legal, or compliance purposes;
• infrastructure and hosting providers such as Cloudflare and Vercel;
• analytics, monitoring, and debugging providers such as Google Analytics, PostHog, and Sentry;
• support and communication providers such as Zendesk and Chatbase;
• payment, wallet, and transaction providers such as Stripe and Privy;
• telecom, carrier, numbering, messaging, and other service-delivery partners to the extent needed to provide the Services;
• professional advisors, auditors, insurers, and service providers who support our operations;
• business customers, employers, administrators, or partners where they provide you access to the Services or administer a business relationship with us;
• law enforcement, regulators, courts, or other authorities where we believe disclosure is required or appropriate under applicable law; and
• a buyer, investor, or successor entity in connection with a proposed or completed corporate transaction.

We do not disclose personal data to data brokers for their independent commercial marketing use. However, like many online businesses, we do use third-party providers to support analytics, hosting, support, payments, and other operational functions.

4. Cookies and similar technologies

We use cookies and similar technologies for security, functionality, analytics, support, checkout, wallet connections, and service performance. For more information, please review our Cookie Policy.

5. How long we keep personal data

We retain personal data only for as long as reasonably necessary for the purposes described in this Privacy Policy, including to provide the Services, keep your account available, respond to support issues, maintain business records, enforce our Terms, resolve disputes, prevent fraud, and comply with legal obligations.

Retention periods may vary depending on the category of information and the systems involved. For example:

• account information is typically kept while your account remains active and for a reasonable period afterward;
• order, billing, and payment-related records may be retained for accounting, audit, fraud-prevention, or legal-compliance purposes;
• support records may be retained to resolve issues, maintain service history, and improve support quality;
• analytics, error, and security records may be retained based on operational needs and provider settings; and
• some data may be anonymized or aggregated instead of deleted where legally permitted and operationally useful.

When we no longer need personal data, we will delete it, de-identify it, or anonymize it unless we are required or permitted to keep it for a longer period.

6. How we protect personal data

We use technical and organizational safeguards designed to protect personal data from unauthorized access, loss, misuse, alteration, or disclosure. These safeguards may include access controls, role-based permissions, security monitoring, provider due diligence, encryption where appropriate, and incident-response procedures. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.

7. International transfers and storage

encryptSIM's primary server environment is described by the owner as being based in Sweden, but the Platform and Services rely on globally distributed providers such as Cloudflare and Vercel and on other third-party providers that may process data in the United States, Europe, and other jurisdictions. As a result, your personal data may be processed outside the country where you live.

When required by law, we take steps to use appropriate safeguards for international data transfers, such as contractual protections, transfer-impact assessments, and other lawful transfer mechanisms.

8. Your rights and choices

Depending on your location and applicable law, you may have rights relating to your personal data, including the right to:

• request access to personal data we hold about you;
• request correction of inaccurate or incomplete personal data;
• request deletion of personal data, subject to legal or legitimate retention requirements;
• request restriction of processing in certain circumstances;
• object to processing based on legitimate interests;
• withdraw consent where processing is based on consent;
• request portability of certain personal data; and
• opt out of direct marketing communications.

To exercise your rights, contact us at support@encryptsim.com. We may need to verify your identity before completing a request. You may also have the right to appeal a denial of a privacy request where required by applicable law.

If you are in the European Economic Area or United Kingdom, you may also have the right to lodge a complaint with your local data protection authority.

If you are protected by California or other applicable U.S. state privacy laws, you may also have rights to know the categories of personal data we collect, the sources of that data, the business purposes for using it, the categories of recipients to whom we disclose it, and the specific pieces of personal data we hold about you, as well as rights to request deletion or correction and to be treated equally for exercising those rights, subject to applicable exceptions.

Depending on the service and applicable law, some of the data we process may be considered sensitive, such as account credentials, payment-related information, telecom-service data, or any compliance information we are legally required to collect. We process that information only as reasonably necessary to provide the Services, secure the Platform, comply with law, or manage the business.

9. Children

Account creation and purchases are intended for adults aged 18 and over. The Platform and Services are not directed to children under the age of 13, and we do not knowingly collect personal data from children under 13. If you believe a child under 13 has provided personal data to us, contact support@encryptsim.com and we will take appropriate steps.

10. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our providers, our Services, or our data practices. The latest version will be posted on the Platform with the updated date shown above.

11. Contact

If you have questions about how we process personal data or would like to exercise your privacy rights, contact us at support@encryptsim.com.