Privacy Policy
Last updated: May 2026
Contents
- 1. Introduction
- 2. Data Controller Information
- 3. Personal Data We Collect
- 4. Sources of Your Personal Data
- 5. Legal Basis for Processing
- 6. Data Sharing & Recipients
- 7. International Data Transfers
- 8. Your Data Protection Rights
- 9. Data Retention
- 10. Children's Personal Data
- 11. Cookies & Tracking Technologies
- 12. Contact Information
- 13. California Privacy Rights (CCPA/CPRA)
- 14. Brazil Privacy Rights (LGPD)
- 15. Japan Privacy Rights (APPI)
- 16. Canada Privacy Rights (PIPEDA)
- 17. India Privacy Rights (DPDP Act)
- 18. Additional Regional Privacy Rights
- 19. AI and Machine Learning
- 20. Referral Program Privacy
1. Introduction
This privacy policy ("Notice") describes how Future Syncs Limited, UK, trading as HelloRoam ("HelloRoam", "we", "us", or "our") collects and handles your personal information. It covers information you give us, and information we collect automatically, when you use our website, app, or eSIM services.
We provide this notice to meet our obligations under the General Data Protection Regulation (EU) 2016/679 ("GDPR"), the UK GDPR, and the New Zealand Privacy Act 2020. These laws give you important rights over how your personal information is used.
Does HelloRoam comply with privacy law?
HelloRoam handles personal data responsibly and will never share it with third parties without a proper legal basis. We comply with the New Zealand Privacy Act 2020, the UK GDPR, and relevant privacy frameworks globally. Privacy by design is built into how we deliver our services.
We run Data Protection Impact Assessments when we start new services or data processing that may pose a high risk to your rights.
2. Data Controller Information
For the purposes of this Notice, the controller of your personal data is Future Syncs Limited, UK, trading as HelloRoam. HelloRoam decides how your personal data is collected and used.
Company:Future Syncs Limited
Brand:HelloRoam (a brand of Future Syncs Limited)
Address:London, United Kingdom
Company Registration:15950168
Email:help@helloroam.com
HelloRoam respects your right to privacy. This Notice tells you what personal data we hold about you and how we handle it.
3. Personal Data We Collect
We collect and handle the following categories of personal information:
| Category | Examples |
|---|---|
| Identity Data | First name, last name, username or similar identifier, title, date of birth |
| Contact Data | Email address, telephone number, billing address, delivery address |
| Financial Data | Payment card details (handled by our payment provider), bank account details |
| Transaction Data | Details of payments to and from you, products and services you have purchased from us |
| Technical Data | IP address, login data, browser type and version, time zone, browser plug-in types, operating system and platform, device identifiers |
| Profile Data | Your username and password, your purchase history, your interests, preferences, feedback and survey responses |
| Usage Data | How you use our website, products and services, including eSIM activation data and data usage patterns |
| Marketing Data | Your preferences for receiving marketing from us and third parties, and your communication preferences |
4. Sources of Your Personal Data
We collect your personal information from these sources:
Direct Interactions
You give us Identity, Contact, and Financial Data when you fill in forms or contact us by post, phone, email, or other means. This includes information you share when you create an account, buy a plan, subscribe to our services, request marketing, enter a competition or survey, or send us feedback.
Automated Technologies
When you use our website and app, we may collect Technical Data about your device, browsing actions, and patterns. We do this using cookies, server logs, and similar tools.
Third Parties
We may receive personal information about you from third parties such as analytics providers, advertising networks, search information providers, payment processors, and identity verification services.
5. Legal Basis for Processing
HelloRoam only uses your personal information when the law permits it. The most common reasons are:
Contract Performance
Where we need to carry out the contract we have entered into with you, or are about to enter into.
Legitimate Interests
Where it is in our legitimate interests, or those of a third party, and your interests do not override those interests.
Legal Obligation
Where we must comply with a legal or regulatory obligation.
Consent
Where you have given consent for us to process your personal information for one or more specific purposes.
Your Right to Withdraw Consent
HelloRoam only uses your personal information when the law permits it. The most common reasons are:
6. Data Sharing & Recipients
We may share your personal information with these types of recipients:
Service Providers
Companies that carry out services on our behalf, including payment processing, data analysis, email delivery, hosting, customer support, and marketing.
Network Partners
Mobile network operators and eSIM providers who power our connectivity in countries like Australia, the UK, Japan, and Bali.
Professional Advisers
Lawyers, bankers, auditors, and insurers who provide professional services to us.
Regulatory Authorities
Government bodies, regulators, law enforcement, courts, and other authorities when required by law.
Data Protection Standards
We require all third parties to protect your personal data and handle it according to the law. We do not allow our service providers to use your data for their own purposes. They may only process it for the specific purposes we set out, following our instructions.
Our Data Processors
We share your data with these trusted service providers. Each one has a data processing agreement with us.
| Processor | Purpose |
|---|---|
| Stripe | Payment processing. Card details go directly to Stripe and are never stored on our servers. |
| Supabase | User authentication and account management. |
| Google Analytics (GA4) | Website usage analytics. Only active after you give consent. |
| Google Ads | Conversion tracking for advertising. Only active after you give consent. |
| Google Tag Manager | Tag management for analytics and marketing scripts. |
| Meta (Facebook Pixel) | Marketing analytics and conversion tracking. Only active with marketing consent. |
| Microsoft Clarity | Behavioral analytics and session recordings to improve user experience. Only active with analytics consent. |
| Sentry | Error monitoring and performance tracking. Personal data is automatically redacted. |
| VWO (Visual Website Optimizer) | A/B testing to help us improve the website experience. |
| Vercel | Website hosting, analytics, and performance monitoring. |
| Rewardful | Affiliate referral tracking. Stores a referral token for 90 days when you arrive via an affiliate link. |
We have Data Processing Agreements in place with all processors listed above.
Affiliate Partners
When you arrive through an affiliate link, we share a referral token with Rewardful to attribute your purchase and calculate rewards. This data is kept for 90 days.
7. International Data Transfers
We may transfer your personal information to countries outside the UK and European Economic Area (EEA). When we do, we put safeguards in place to make sure your information gets the same level of protection it would receive here.
• Transfers to countries recognised by the European Commission or UK government as providing adequate data protection.
• Use of Standard Contractual Clauses approved by the European Commission or UK government.
• Transfers to US-based providers certified under the EU-US Data Privacy Framework.
Contact Us About Transfers
Contact us at help@helloroam.com if you want details about the specific safeguards we use when transferring your personal data outside the UK or EEA.
Transfer Mechanisms by Processor
Stripe, Google, Meta, Microsoft, Sentry, VWO, and Vercel transfer data to the United States under Standard Contractual Clauses (SCCs) and the EU-US Data Privacy Framework. Supabase processes data in the US under SCCs. For UK-origin transfers, we use the UK International Data Transfer Agreement (IDTA) alongside SCCs.
8. Your Data Protection Rights
Under data protection law, you have the following rights regarding your personal information:
Right to Access
You can ask for a copy of the personal information we hold about you.
Right to Rectification
You can ask us to correct information you believe is wrong or to fill in information that is incomplete.
Right to Erasure
You can ask us to delete your personal information in certain circumstances.
Right to Restrict Processing
You can ask us to pause processing your personal information in certain circumstances.
Right to Object
You can object to us processing your personal information in certain circumstances.
Right to Data Portability
You can ask us to transfer data we hold about you to another organisation, or directly to you, in certain circumstances.
Withdraw Consent
You can withdraw your consent at any time.
Complaint
You can lodge a complaint with a supervisory authority.
We do not use solely automated decision-making, including profiling, that produces legal effects concerning you or similarly significantly affects you.
How to Exercise Your Rights
To exercise any of the rights listed above, contact us at help@helloroam.com. There is no fee to access your data or use your other rights. We may charge a reasonable fee if a request is clearly unfounded, repetitive, or excessive.
9. Data Retention
HelloRoam keeps your personal information only as long as needed to fulfil the purpose it was collected for. This includes meeting any legal, accounting, or reporting obligations.
When deciding how long to keep personal information, we look at: the amount and sensitivity of the data, the risk of harm from unauthorised use or disclosure, the purposes for which we process it, whether we can achieve those purposes another way, and the relevant legal requirements.
| Category | Retention Period |
|---|---|
| Account Data | For the life of your account plus 6 years after it is closed |
| Transaction Data | 7 years from the date of the transaction |
| Marketing Preferences | Until you unsubscribe or after 3 years of no activity |
| Technical/Usage Data | 13 months from collection |
10. Children's Personal Data
HelloRoam services are not for children under 16 years of age. We do not knowingly collect personal information from children under 16. If you are a parent or guardian and think your child has given us their personal information, please contact us straight away.
If we discover we have collected personal data from a child without verified parental consent, we will remove it from our systems promptly.
Parental Notice
If you think we may hold information from or about a child under 16, contact us at help@helloroam.com as soon as possible.
12. Contact Information
If you have questions about this privacy policy or how we handle your information, please get in touch:
Right to Complain
If you have questions about this privacy policy or how we handle your information, please get in touch:
13. California Privacy Rights (CCPA/CPRA)
If you live in California, the California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA) give you specific rights over your personal information. This section explains those rights and how to use them.
HelloRoam does not sell personal information as defined under the CCPA.
Personal Information We Collect
We collect the following categories of personal information from California residents:
- Identifiers: name, email address, and account credentials
- Device information: device type, operating system, and identifiers used for eSIM activation
- Payment information: billing details processed securely by our payment provider
- Usage data: how you interact with our website and app
- Internet or other network activity: IP address, browser type, and pages visited
Right to Know
You can ask us what personal information we have collected about you, where it came from, why we collected it, and who we share it with.
Right to Delete
You can ask us to delete the personal information we have collected from you. Some exceptions apply, such as when we need the data to complete a transaction or meet a legal obligation.
Right to Opt Out
You can ask us not to sell or share your personal information. HelloRoam does not sell personal information, so this right is already honoured by default.
Right to Non-Discrimination
We will not treat you differently or deny you services because you chose to exercise any of your California privacy rights.
How to Submit a CCPA Request
To exercise any of the rights above, email us at help@helloroam.com. Include your name, email address, and a description of your request. You may also submit a request on behalf of another person if you have written authorisation or hold power of attorney.
Verification Process
We need to verify your identity before we can process your request. We will ask you to confirm the email address linked to your account and may request additional information to confirm your identity. We will respond to your request within 45 days. If we need more time, we will let you know.
14. Brazil Privacy Rights (LGPD)
Brazil's Lei Geral de Proteção de Dados (LGPD) applies to HelloRoam when we process personal data from individuals in Brazil. This section explains your rights and how we handle your data under Brazilian law.
Legal Bases Under LGPD
We process your personal data based on your consent, to perform a contract with you, to meet a legal obligation, or to serve our legitimate interests. We tell you the applicable legal basis at the time we collect your data.
Your Rights Under LGPD
- Confirmation that we process your personal data and access to a copy of it.
- Correction of incomplete, inaccurate, or outdated data.
- Anonymization, blocking, or deletion of unnecessary or excessive data.
- Portability of your personal data to another service provider.
- Deletion of personal data processed with your consent.
- Information about which public and private entities we share your data with.
- Information about your option to deny consent and the consequences of doing so.
- Withdrawal of consent at any time, free of charge.
- Review of decisions made by automated means that affect your interests.
Data Protection Officer
Our Data Protection Officer handles privacy matters for Brazilian residents. Contact them at help@helloroam.com with the subject line "LGPD Request." We will respond within the timeframes required by Brazilian law.
If you believe we have not handled your data correctly, you have the right to file a complaint with Brazil's national data protection authority, the Autoridade Nacional de Proteção de Dados (ANPD), at gov.br/anpd.
15. Japan Privacy Rights (APPI)
Japan's Act on Protection of Personal Information (APPI) applies when we process personal data from individuals in Japan. We handle your data in line with APPI requirements and the guidelines issued by Japan's Personal Information Protection Commission (PPC).
Purpose of Data Use
We use your personal data to process eSIM orders, manage your account, provide customer support, send service notifications, and improve our platform. We will not use your data for other purposes without notifying you first.
Cross-Border Transfers
Your personal data is transferred to and stored in the United Kingdom. The UK has been recognized as providing an adequate level of personal data protection by the European Commission. We apply equivalent safeguards for transfers under APPI.
Your Rights Under APPI
- Disclosure of the personal data we hold about you.
- Correction of any inaccurate personal data.
- Cessation of use or deletion of your personal data where it is no longer needed.
- Cessation of provision of your personal data to third parties.
To exercise your rights or to submit a complaint, email us at help@helloroam.com. You may also contact the Personal Information Protection Commission (PPC) at ppc.go.jp.
16. Canada Privacy Rights (PIPEDA)
Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) applies to HelloRoam's handling of personal information from Canadian residents. We follow the fair information principles that PIPEDA requires.
How We Apply PIPEDA Principles
- Accountability: We are responsible for all personal information under our control and have designated a privacy contact to oversee compliance.
- Consent: We collect, use, or disclose your personal information only with your knowledge and consent, except where the law permits otherwise.
- Limiting Collection: We collect only the information we need for the identified purposes.
- Accuracy: We keep your personal information as accurate, complete, and up to date as necessary.
- Safeguards: We protect your personal information with security appropriate to its sensitivity.
Your Rights Under PIPEDA
- Access to the personal information we hold about you.
- Challenge the accuracy and completeness of your information and request corrections.
- Withdraw consent for non-essential data collection at any time.
To make a privacy request, email us at help@helloroam.com. If you are not satisfied with our response, you may file a complaint with the Office of the Privacy Commissioner of Canada at priv.gc.ca.
17. India Privacy Rights (DPDP Act)
India's Digital Personal Data Protection Act 2023 (DPDP Act) applies when we process personal data from individuals in India. HelloRoam acts as a Data Fiduciary under this law and processes your data only for clear, lawful purposes.
Your Rights Under the DPDP Act
- Access to a summary of the personal data we process and how we use it.
- Correction and updating of inaccurate or incomplete personal data.
- Erasure of personal data that is no longer necessary for the purpose it was collected.
- Grievance redressal through our dedicated grievance mechanism.
- Nomination of another individual to exercise your rights on your behalf in case of death or incapacity.
As a Data Fiduciary, HelloRoam collects only the personal data needed to provide our eSIM services. We keep it secure, use it only for stated purposes, and delete it when it is no longer needed. We do not process the personal data of children without verifiable parental consent.
To raise a grievance or exercise any DPDP right, email us at help@helloroam.com with the subject line "DPDP Request." We will acknowledge your request within 48 hours and resolve it within the timeframe required by law.
18. Additional Regional Privacy Rights
HelloRoam operates in 185+ countries. In addition to GDPR, CCPA, LGPD, APPI, PIPEDA, and the DPDP Act, the following regional laws may apply to you depending on where you live.
South Africa (POPIA)
South Africa's Protection of Personal Information Act (POPIA) gives you rights to access, correct, and delete your personal data. Cross-border transfers require adequate protection. To exercise your rights or file a complaint, contact us at help@helloroam.com or reach the Information Regulator at inforegulator.org.za.
Thailand (PDPA)
Thailand's Personal Data Protection Act (PDPA) requires your consent for most processing. You have the right to access, correct, delete, and port your data, and to object to processing. To exercise your rights or complain to the Personal Data Protection Committee (PDPC), contact us at help@helloroam.com.
Singapore (PDPA)
Singapore's Personal Data Protection Act (PDPA) requires your consent before we collect, use, or disclose your personal data. You can withdraw consent at any time. We notify affected individuals promptly in the event of a data breach. Contact help@helloroam.com for any PDPA-related request.
Turkey (KVKK)
Turkey's Personal Data Protection Law (KVKK) requires explicit consent for cross-border data transfers. You have the right to know whether your data is processed, access it, request correction or deletion, and object to automated decisions. To submit a request or file a complaint with the KVKK Board, contact us at help@helloroam.com.
Switzerland (nFADP)
Switzerland's revised Federal Act on Data Protection (nFADP) applies to both natural and legal persons. You have the right to access your data, correct inaccuracies, and object to certain processing. We notify the Federal Data Protection and Information Commissioner (FDPIC) of significant data breaches. Contact help@helloroam.com with any nFADP request.
Indonesia (UU PDP)
Indonesia's Personal Data Protection Law (UU PDP) requires your consent for data collection and cross-border transfers. We maintain a designated Data Protection Officer to oversee compliance. To exercise your rights or raise a concern, email help@helloroam.com.
China (PIPL)
China's Personal Information Protection Law (PIPL) requires us to notify you and obtain separate consent before transferring your personal data outside China. We process data from Chinese residents only for the purposes clearly stated at the time of collection. Contact help@helloroam.com for any PIPL-related request.
19. AI and Machine Learning
HelloRoam uses AI tools carefully and only where they improve our service without compromising your privacy. We do not use AI in ways that produce automated decisions with legal or similarly significant effects on individual users.
AI Crawler Access
Our public website content, including eSIM pricing, coverage information, and FAQs, is accessible to AI crawlers. Your account data, personal information, and order history are never exposed to or shared with AI crawlers. We protect all personal data from AI training pipelines.
How We Use AI Internally
We use AI tools to support content research and review customer support quality. These tools process anonymized or aggregated data only. They are not used to make automated decisions about individual users.
HelloRoam does not sell user data to AI companies, data brokers, or any third parties for AI model training purposes.
20. Referral Program Privacy
When you participate in the HelloRoam referral program, we collect limited technical data to attribute referrals accurately and prevent fraud.
Data Collected
- IP address (anonymized after attribution)
- Browser user-agent string
- Device fingerprint (hashed, non-reversible)
Purpose
This data is used solely to attribute referral purchases to the correct referrer, prevent duplicate or fraudulent claims, and calculate referral rewards. We do not use this data for advertising or sell it to third parties.
Data Retention
Referral attribution data is retained for 90 days after the referred purchase. After this period, the data is automatically deleted. Aggregated, non-personal statistics (total referrals, reward amounts) are kept for accounting purposes.
Your Privacy Matters
We care about your data rights. Our practices are transparent, and you can exercise your rights anytime by contacting us at help@helloroam.com.
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Questions About This Policy?
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