Privacy policy

Who is responsible

NileRoam is the trader responsible for the personal information described in this policy. You can reach us at:

What information we handle

• Your purchase and support email address;
• The plan you selected, your order details and your public NileRoam order reference;
• Your payment status and Stripe’s reference identifiers for the transaction;
• The state of your order — fulfillment, delivery and refund state — so we can give you truthful updates and recover your order;
• The eSIM identifiers and installation credentials (such as the QR code, activation code and ICCID) needed to deliver your eSIM, and to let you recover and reinstall it;
• Technical information such as your IP address, request times, browser and device information, and routine security and server logs;
• Your correspondence with support;
• Analytics information — but only if you accept analytics, as described below.

Payments and Stripe

Payments are processed by Stripe. When you pay, Stripe processes the payment, transaction, device and technical information it needs to take the payment and prevent fraud. NileRoam does not store your full payment-card number in its own order records.

Analytics and your choice

This website uses Google Analytics to understand how the site and the plan selector are used. Analytics is optional and off until you accept it:

• Analytics is denied by default — nothing is loaded or sent before you choose;
• Google Analytics only starts loading and sending information after you explicitly accept analytics;
• Rejecting analytics, or changing your mind later, never blocks browsing, checkout, delivery, support, refunds or finding your order;
• We do not use advertising cookies, remarketing, enhanced conversions, user IDs, or anything that sends analytics tied to who you are.

You can accept or reject analytics on your first visit, and change your choice at any time using “Privacy choices” at the bottom of every page.

Who else is involved

NileRoam uses a small number of service providers to operate the service. Depending on what you do, your information may be handled by:

• eSIM provisioning and mobile-connectivity partners — the companies that issue and operate the eSIM plans you buy;
• a transactional email provider — the service that delivers your order and eSIM emails;
• hosting, database and security infrastructure — the services that run this website and keep it secure;
• legal, regulatory and professional recipients, where that is required or appropriate.

The data-protection role of each service depends on the service it provides. Some providers process information for NileRoam, while others may process information under their own responsibilities and privacy terms. For example, the eSIM provisioning partner receives the limited service and order identifiers needed to issue your eSIM; Stripe and Google also explain their own processing in their privacy information.

Why we use your information

• To provide the service you bought — processing your order, fulfilling it, delivering your eSIM and supporting it: because we are performing our contract with you.
• To take payment: because we are performing our contract with you, and to keep payments secure and prevent fraud.
• For security, preventing abuse and keeping the service working properly (including routine operational logs): because we have a legitimate interest in running a safe, reliable service.
• To handle refunds, disputes and claims: to perform our contract with you and, where applicable, to establish or defend legal claims.
• To meet a specific legal requirement where one applies: because we have a legal obligation.
• For Google Analytics: only with your consent. You can withdraw it at any time.

What we need from you

We need a working email address and the order information required to provide and support the eSIM you buy. Stripe also needs the payment information required to complete your payment. If you do not provide the information needed for the order, payment or delivery, we may not be able to complete the purchase or provide the service.

Automated decisions

NileRoam does not use your personal information to make solely automated decisions that have legal or similarly significant effects on you. Stripe may apply its own automated payment-security and fraud-prevention controls as part of processing a payment, under Stripe’s own service and privacy terms.

Information outside the UK

Some of the service providers described above may process information in countries outside the United Kingdom. Where that happens, we use appropriate transfer mechanisms or safeguards where required.

Your rights

Depending on where you are and the reason we’re using the information, you may have rights to access the personal information we hold about you, to have it corrected or deleted, to restrict or object to certain uses, and to withdraw your analytics consent at any time. Not every right applies in the same way to every use — for example, we keep the record of a purchase for as long as we need it to run our business, handle disputes and meet obligations that apply to us, so a deletion request may mean we keep a limited core record while deleting the rest.

To use any of these rights, email [email protected] from the address you used at checkout. We’ll confirm what applies to your request and what we can do.

Privacy complaints

If you have a concern about how we handle your personal information, contact us first at [email protected] so we can investigate it. If you remain dissatisfied, you can also complain to the UK Information Commissioner’s Office (ICO), the UK data-protection supervisory authority. See the ICO complaints information.

How long we keep information

We keep each kind of information only as long as we need it for the purposes described above. The periods below are our normal targets:

These are the retention periods we work to. If you have a question about what is kept for a specific order, contact us at the address above.

Related pages: terms of sale, refund policy and contact.