Privacy Policy
How we collect, use and protect your personal information.
This policy explains how we handle your personal information when you visit esimsociety.com (our “website”), buy or amend an eSIM plan, or otherwise deal with us.
Who we are
eSIM Society (“we”, “us”, “our”), is an Australian company that sells unlimited data travel eSIM plans online.
What we collect
Depending on how you deal with us, we collect:
- Identity and contact details: your name, email address, phone number, billing country and billing address. If we need to verify your payment or order details, we may also ask for government-issued photo ID and supporting documents.
- Order details: the plan you purchased, your arrival city or country, your arrival date, the number of plans purchased, your order number, and whether you purchased Plan Protection or an upgrade (where offered).
- eSIM and device details: your device's EID and phone model, which we may collect when you install and activate your eSIM, your data usage, and the city or country and network you connect to.
- Communications: records of your correspondence with our support team and AI chatbot, any feedback, suggestions or complaints you make, and your location at the time of that correspondence.
- Website details: your IP address, browser type, device identifiers, your location if you have enabled it, and how you use our website.
- People you share an eSIM with: if you share or invite someone to use an eSIM, the details you enter for them, such as their name and email address. We may also collect the same kinds of information about them as listed above.
We collect this from you, automatically from your device and the network (including through cookies), and from others, such as someone who buys or shares an eSIM for you, our mobile network partners and our service providers.
Sharing an eSIM. If you send, share or invite another person to use an eSIM, we use their details to send them the eSIM and support it, in line with this policy. Only share with people who are happy for you to give us their details.
AI chat. We may use an artificial intelligence (AI) chatbot to answer your questions. When you use it, we collect what you type, the answers it gives and basic device details. If you are logged in, we may link the chat to your account. We use chats to support you, improve the chatbot and train our team.
How we use it
We use personal information to:
- deliver your order, and activate, support and manage your eSIM and account;
- take payments and handle refunds and claims;
- contact you about your order and send important notices about your eSIM or plan;
- respond to questions and complaints, and train our staff;
- detect and prevent fraud, including by using automated tools, and keep our website secure;
- improve our website, services and AI tools, and carry out market research and data analysis;
- send you marketing, if you have agreed; and
- meet our legal and tax obligations.
We use your personal information only for these purposes, or where the law requires or allows it.
Marketing
If you have agreed, we may send you marketing by email. You can unsubscribe at any time using the link in an email, or by contacting us. Unsubscribing will not stop service messages about your account or active eSIM plans.
Cookies
We use cookies and similar technologies to remember your preferences and cart, support purchases, and see how our website is used. You can turn off non-essential cookies in your browser settings, or here: .
Who we share it with
We may share your personal information with:
- our mobile network partners, who help issue and run your eSIM plan;
- service providers, such as payment, email, hosting, analytics and IT providers, accountants and legal advisers;
- fraud prevention and security partners; and
- government and regulatory authorities, and law enforcement, when the law requires it.
Overseas
We may store and process personal information using providers outside Australia, in various countries, including the country where you use your plan. We take reasonable steps to make sure they protect it.
Security
We take reasonable steps to protect your personal information from unauthorised access, misuse or disclosure.
How long we keep it
We keep personal information only as long as we need it for the purposes in this policy or to meet legal obligations, such as tax and accounting records. When we no longer need it, we delete it or de-identify it.
Your rights and complaints
You can ask to see or correct the personal information we hold about you, ask us to delete it, or withdraw your consent to marketing at any time. We will respond within a reasonable time. We may refuse or limit a request where the law allows, for example where we must keep records for legal, tax or accounting reasons, or for fraud prevention.
To make a privacy complaint, please contact us with details of your concern and the outcome you are seeking. Do not include passwords or payment card details. We will acknowledge your complaint, investigate it and respond to you in writing within a reasonable time. If you are not satisfied with our response, you may ask us to review it, or lodge a complaint with the Office of the Australian Information Commissioner (OAIC).
Updates
We may update this policy at any time.
Contact us
For any privacy question or request, contact our Support Centre at support.esimsociety.com.