Privacy policy.

Who we are

Pocket Roam (“we”, “us”, “our”) sells prepaid travel eSIMs through pocketroam.com.au and the Pocket Roam customer app. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

Pocket Roam

ABN 99 410 497 502

909 Bolong Road, Coolangatta NSW 2535, Australia

Email: hello@pocketroam.com

What we collect

• Contact details: your email address (we create an account for you when you order), and your name if you add it.
• Order details: the destinations and plans you buy, your chosen currency, promo codes, order totals and order history.
• Account details: your login details, your preferred currency, and your rewards level and total spend.
• eSIM details: the identifiers of the eSIMs we issue to you, when they’re installed and activated, and how much data they’ve used, so we can deliver your plan and show your usage.
• Messages: what you send us through our contact and support forms or by email.
• Newsletter sign-ups: your email address and the page you signed up from.
• Technical data: your IP address, browser and device type, collected by our hosting and store systems to keep the service running and secure.

We don’t collect or store your card details. Payments are made on Stripe’s secure checkout, and Stripe handles your card information under its own privacy policy.

How we use it

• To process your order and send your eSIM, QR code and receipt.
• To run your account, apply your rewards discount and any promo codes.
• To help you install your eSIM and get connected, and to answer your questions.
• To send usage alerts and important service messages about your plan.
• To prevent fraud and misuse, and to keep our systems secure.
• To understand and improve our plans, website and app.
• To send you our newsletter and offers, only if you’ve signed up. Every email has an unsubscribe link.
• To answer your support messages. Our support chat uses an AI assistant (Claude, made by Anthropic) to reply first, and you can ask for a real person any time.

Who we share it with

We only share personal information with businesses that help us provide the service, and only what they need:

• Stripe, to take payments.
• Our network partners, to issue and activate your eSIM and connect it to local networks.
• Our hosting and software providers (including Netlify for this website, our forms and our mailing list), to run our website, app and email.
• Our support and chat provider. Anthropic, which provides the AI assistant in our support chat, to read and reply to the messages you send us.

We also share information when the law requires it, or to protect our rights and our customers’ safety. We don’t sell your personal information.

Information stored overseas

Some of our providers store or process information outside Australia, including in the United States and the European Union. We choose providers that protect personal information to a standard comparable with the Australian Privacy Principles.

Cookies and browser storage

We don’t use advertising or cross-site tracking cookies. Our website saves a few items in your browser so the store works between pages:

• your cart, so it’s still there when you come back
• your login, while you’re signed in
• your chosen currency
• whether you use an iPhone or Android, for our setup guides.

We also use cookies and similar tools from:

• Google Analytics, to see how people use our website, such as which pages they visit and where they came from, so we can improve it.
• Meta Pixel, to measure our ads on Facebook and Instagram and show our ads to people who might be interested, including people who've visited our website.

These tools collect information such as your IP address, device and browser type, the pages you visit and actions like adding to cart or buying. Google and Meta handle this information under their own privacy policies.

You can clear or block cookies in your browser settings at any time. You can also opt out of Google Analytics with Google's browser add-on, and manage the ads you see in your Facebook or Instagram ad settings. Stripe's checkout pages use their own cookies to process payments and prevent fraud.

How long we keep it

We keep order and account records for as long as you have an account and as long as we need them for tax, accounting and legal purposes. Newsletter details are kept until you unsubscribe. When we no longer need information, we delete it or remove anything that identifies you.

Keeping it secure

Our website and app use encrypted connections, you log in with a one-time code sent to your email, and access to customer information is limited to people who need it. No system is perfectly secure, so please keep your login details private and let us know straight away if you think your account has been misused.

Your choices and rights

• You can ask for a copy of the personal information we hold about you.
• You can update your details in your account, or ask us to correct anything that’s wrong.
• You can ask us to delete your account and personal information, unless we’re required to keep it by law.
• You can unsubscribe from marketing emails at any time.

Email hello@pocketroam.com and we’ll respond within 30 days.

Complaints

If you’re unhappy with how we’ve handled your personal information, please email us first and we’ll work with you to fix it. If you’re still not satisfied, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au.

Changes to this policy

We may update this policy from time to time. The latest version is always on this page, with the date it was last updated at the top.

Also see our Terms of Service.