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Privacy
Privacy policy.
This page explains how we handle personal information when you browse, contact us, create an account or buy a travel eSIM.
Quick scan
What we use details for.
We collect the practical information needed to process eSIM orders, send setup details, support travellers and keep the store safe.
Orders
Checkout, payment, account and setup handling.
Support
Order, destination, device and troubleshooting details you choose to send.
Security
Fraud prevention, access protection and store reliability.
Preferences
Useful eSIM updates only where you opt in or the law allows it.
Information we collect
- Contact details such as your name, email address and phone number if you provide one.
- Billing, account and order details needed to process an eSIM purchase.
- Travel, destination, device model or support details you choose to send us.
- Website and technical data such as IP address, browser, device type, pages viewed, cart activity and cookie identifiers.
- Marketing preferences if you subscribe to updates or promotions.
How we use it
- To process orders, payments, account access and customer support requests.
- To send order confirmations, eSIM setup details and important service messages.
- To check destination, device or activation issues when you ask for help.
- To protect the store from fraud, misuse, security issues and unauthorised access.
- To improve the website, product range, search experience and support content.
- To send marketing messages where you have opted in or where the law allows it, with a way to unsubscribe from marketing messages.
Payments
Payments are processed through third-party payment providers. The SIM Shop does not intend to store full card numbers on this website. Any card or payment surcharge, if used, will be shown before payment and kept within the amount we are allowed to pass on.
eSIM suppliers and services
We may share the details needed to supply or support your eSIM with trusted service providers, including eSIM suppliers, payment processors, hosting providers, email services, analytics tools and fraud-prevention services. Some providers may process information outside Australia.
Cookies and analytics
Cookies help the store remember cart activity, keep the checkout working, measure site performance and understand which pages are useful. You can manage cookies in your browser settings, although some checkout features may not work correctly without them.
Partner referral tracking. When you open an approved partner link, first-party cookies can remember that partner for up to 90 days so an eligible order can be attributed correctly. We record pseudonymous browser-session, network and device hashes, the campaign label, destination path and referring domain. We do not keep full destination or referring URL query strings in new click records.
Raw partner click records are aggregated and deleted after 180 days under the current programme setting. Daily totals by campaign, destination and source domain may be retained for programme reporting. If you buy, the partner attribution stored with the order is retained as part of the order and commission record so we can administer reviews, payouts, refunds and disputes.
Security and retention
We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. We keep information for as long as needed for orders, support, accounting, security and legal requirements.
Travel Desk support. We minimise raw Travel Desk support events and delete them after 90 days. Private Travel Desk cases and their WordPress metadata are removed from the active support queue after 90 days, unless we need to keep them for a legal, security, dispute, accounting or other permitted purpose. An authorised legal hold can pause that deletion for the relevant case.
Access to active Travel Desk cases is restricted to authorised support staff. Support notification emails are handled in the business support mailbox under its own retention and access controls, not the 90-day case-queue period. Protected backups may retain an earlier copy for their normal limited backup cycle and are not used for routine support.
Do not send card details, passwords, passport information, IMEI or EID numbers in a Travel Desk message or screenshot.
Access, correction and complaints
You can email hello@thesimshop.com.au or contact us to ask about personal information we hold about you, request a correction, or raise a privacy concern. Include enough detail for us to identify the order or enquiry without sending passwords, card numbers or unnecessary identity documents.
For privacy access, correction or complaints, email hello@thesimshop.com.au or use the contact page above.
Company details
The SIM Shop is operated by The SIM Shop Pty Ltd. ABN 50 699 035 704 and ACN 699 035 704.
