PikoeSIMWho this policy covers
This policy explains how PikoeSIM handles personal information in connection with our website, eSIM orders and customer support. The seller identified on your order confirmation or invoice is responsible for the information it processes to provide those services.
For a privacy question or request about an order, contact us through the support details on your order confirmation. Tell us that your enquiry concerns privacy so it can be directed appropriately.
Information we collect
The information involved depends on how you use our services. We collect information you provide, information needed to fulfil your purchase and technical information generated when you use the website or service.
- Order and contact information, such as your name, email address, billing information where required, selected plan, order reference and purchase history.
- Payment and transaction information needed to confirm payment, address failed or disputed transactions and process refunds. The payment provider you use also handles information under its own privacy notice.
- eSIM and service information, such as profile identifiers, activation status, data usage and connection details needed to provide the plan or investigate a fault.
- Support communications and information you choose to share, such as your device model, error messages and troubleshooting screenshots.
- Website and device information, including IP address, browser information, page requests, cart selections and language preference.
Why we use your information
We use your information to process and deliver orders, provide connectivity, confirm payments, send installation instructions and service messages, answer support requests and handle cancellations or refunds.
We also use relevant information to protect our services, investigate fraud, resolve disputes and meet accounting, tax and other legal obligations. We request the information needed for these purposes; without information necessary to fulfil an order, we may be unable to provide the service.
Legal grounds for processing
Where data protection law requires a legal basis, we process information necessary to enter into and perform our contract with you, including fulfilling your order and providing support. We also process information where necessary to comply with legal obligations.
We rely on legitimate interests where appropriate for service security, fraud prevention and handling legal claims, taking account of your rights. Where consent is required, such as for optional tracking or certain marketing communications, you can withdraw it without affecting earlier lawful processing.
Who receives your information
Information needed to fulfil your purchase may be shared with payment providers, eSIM and network providers, hosting and communication providers, and providers supporting our customer service. We limit disclosure to the information needed for the relevant purpose.
We may also disclose relevant information to professional advisers, authorities or other parties where required by law or necessary to establish, exercise or defend legal claims. External payment services and mobile network operators may have their own legal responsibilities and privacy notices.
International processing
Providing connectivity at your destination can involve network operators and service providers in other countries. Those countries may have different data protection laws.
Where applicable law requires safeguards for an international transfer, we use the required transfer arrangements, such as an adequacy decision or appropriate contractual safeguards. You can contact us to ask about safeguards relevant to your information.
Cookies and browser storage
Our storefront uses browser storage to remember cart selections during your visit and your chosen language across visits. You can clear this information in your browser’s site-data settings; doing so may reset your saved choices.
We use Mixpanel to measure page views, destination and plan selections, cart changes and clicks on Review order. Mixpanel receives a randomly generated browser identifier, browser and device information, page paths and plan details through its EU endpoint. We do not enable session recordings or send on-site search text or payment details to Mixpanel.
Mixpanel uses your IP address to estimate your city, region and country. Events also include your browser’s user-agent string and the page URL without query strings or fragments. Location is approximate and may reflect a VPN or network provider.
To understand how visitors find us, we collect referring websites and these campaign tags: utm_source, utm_medium, utm_campaign, utm_content and utm_term. Referrer URLs exclude query strings and fragments. Campaign attribution is kept in this tab for the visit and expires after 30 minutes of inactivity; the first observed referrer is stored with the browser identifier.
Analytics starts automatically when pages load. Mixpanel stores a browser identifier to link visits. We respect Do Not Track and Global Privacy Control signals. Clearing browser data removes the stored identifier but does not delete events already sent.
You can manage cookies through your browser. Blocking necessary storage can affect features such as remembering your selections. Clearing browser data does not delete order or transaction records that we need to retain separately.
How long we keep information
We retain information for as long as needed for the purpose for which it was collected. Order and transaction records are retained for applicable accounting and tax requirements and for resolving disputes. Service and support records are retained for providing the service, investigating issues and managing related claims.
Retention decisions take account of the type of record, your service status, applicable legal time limits and any ongoing dispute. Information is deleted or anonymised when it is no longer needed, unless the law requires continued retention.
Security
We use appropriate technical and organisational measures to protect personal information and restrict access according to the purpose for which it is needed. No online service can guarantee absolute security.
Keep activation codes and account credentials private. Do not send full payment card details in a support message, and remove unrelated personal information from troubleshooting screenshots.
Your privacy choices and rights
Depending on the law that applies to you, you may have rights to access, correct, delete or receive a copy of your information, restrict processing, object to certain uses or withdraw consent. These rights can be subject to legal conditions, including obligations to retain transaction records.
Contact us using the support details associated with your order to make a request. We may need to verify your identity before disclosing or changing information. You can also raise a complaint with the data protection authority responsible for your location.
You can object to direct marketing at any time. Where we send marketing messages, use the unsubscribe instructions in the message. Essential order and service messages may still be sent.
External links and policy updates
Manufacturer, payment and other external websites have their own privacy notices. Review them when using those services.
We update this policy when our services or data practices change. The date above identifies the latest version. Where a change requires additional notice or consent, we will provide it as required.