Privacy Policy

Last updated: May 2, 2026

This Privacy Policy explains how eSIMstep (“eSIMstep,” “we,” “us,” or “our”) collects, uses, stores, shares, and protects personal information when you use our website, mobile services, eSIM plans, VPN services, calling features, customer support, and related digital services.

By using eSIMstep.com, creating an account, purchasing a plan, installing an eSIM, contacting support, or using any of our services, you agree to the practices described in this Privacy Policy.

1. Information We Collect

We collect information that helps us provide, manage, improve, and secure our services.

1.1 Information You Provide to Us

  • Name
  • Email address
  • Phone number, if provided
  • Billing and payment-related information
  • Account login details
  • Order information
  • Support messages and attachments
  • Device model or device information shared during support requests
  • Country, destination, or plan preferences
  • Refund or troubleshooting information

1.2 Information Collected Automatically

  • IP address
  • Browser type
  • Device type
  • Operating system
  • Language settings
  • Pages viewed
  • Referring URLs
  • Approximate location based on IP address
  • Cookies and similar tracking data
  • Usage, diagnostic, and performance information

1.3 eSIM, VPN, and Calling Service Information

To provide eSIM, VPN, calling, and connectivity-related services, we may process service-related information such as purchased plan, order status, delivery status, installation or activation status, supported country or region, data plan validity and usage status where available, troubleshooting logs, VPN eligibility or usage status, and calling feature eligibility, credit, or usage status where applicable.

We do not intentionally collect the content of your personal communications through eSIM data usage, VPN access, or calling features.

2. Mobile App Permissions and Data Use

When you use the eSIMstep mobile app, the app may request certain device permissions to provide app features.

Microphone Permission

The eSIMstep Android app may request microphone access only to enable VoIP voice calls and in-app calling features. Microphone access is used only when you start, answer, or participate in a call. We do not use microphone access for advertising, profiling, or unrelated tracking.

Contacts Permission

The app may request access to your contacts only to help you select contacts, match contacts, or use communication-related features within the app. Contact information is used only for app functionality requested by the user, such as contact selection, calling, or communication features. We do not sell contact data or use it for advertising. If contact information is processed by eSIMstep or its service providers, it is used only to provide and support the relevant app functionality.

Notifications Permission

The app may request notification permission to send call alerts, messages, account updates, service notifications, security alerts, support updates, and other important app-related communications.

Permission Control

You can grant, deny, or revoke app permissions such as microphone, contacts, and notifications at any time through your Android device settings. Some app features may not work properly if required permissions are disabled.

Data Transmission

Data transmitted between the app and eSIMstep services is protected using HTTPS/TLS encryption where technically feasible. However, no method of electronic transmission or storage is completely secure, and we cannot guarantee absolute security.

3. How We Use Your Information

We use your information to process orders and payments, deliver eSIM profiles and setup instructions, provide VPN and calling benefits, manage accounts, provide support, verify compatibility, process refunds and disputes, improve services, detect fraud and abuse, send service-related emails, send permitted marketing communications, and comply with legal, tax, accounting, and security obligations.

4. Payments

Payments may be processed by third-party payment providers such as Stripe, PayPal, card networks, banks, or other payment processors.

We do not store full credit card numbers on our servers. Payment information is processed by secure third-party payment providers according to their own security and privacy practices.

5. Cookies and Tracking Technologies

We may use cookies, pixels, analytics tools, and similar technologies to keep the website working properly, remember preferences, improve performance, analyze traffic, measure marketing effectiveness, and protect against fraud and abuse.

You can control cookies through your browser settings. Blocking certain cookies may affect website functionality, account access, checkout, or service delivery.

6. Sharing of Information

We do not sell your personal information.

We may share information only when necessary with trusted third parties who help us operate and deliver our services, including eSIM and connectivity providers, mobile network and roaming partners, VPN and calling service providers, payment processors, fraud prevention providers, cloud hosting providers, email and notification providers, analytics tools, customer support platforms, and legal, tax, accounting, or compliance advisors.

We may also share information if required to comply with legal obligations, enforce our Terms of Service, prevent fraud or abuse, protect users, or respond to lawful requests from authorities.

7. International Data Transfers

eSIMstep operates internationally, and our service providers may process information in countries other than your country of residence. When information is transferred internationally, we use reasonable safeguards designed to protect your information in accordance with applicable privacy laws.

8. Data Retention

We keep personal information only for as long as reasonably necessary for providing services, managing orders and accounts, customer support, fraud prevention, legal and tax requirements, accounting, compliance, disputes, and chargeback handling.

When information is no longer needed, we will delete, anonymize, or securely retain it as required by law or legitimate business needs.

9. Data Security

We use reasonable technical, organizational, and administrative measures to protect personal information from unauthorized access, loss, misuse, alteration, or disclosure.

However, no website, app, network, or electronic transmission is completely secure. We cannot guarantee absolute security.

10. Your Privacy Rights

Depending on where you live, you may have privacy rights including access, correction, deletion, objection, restriction, withdrawal of marketing consent, data portability, and lodging a complaint with a privacy authority.

To exercise your rights, please contact us using the details below. We may need to verify your identity before processing your request.

11. Marketing Communications

We may send marketing emails only where permitted by law or where you have consented to receive them. You can unsubscribe at any time using the unsubscribe link or by contacting us.

Even if you unsubscribe from marketing communications, we may still send service-related messages such as order confirmations, account notices, security alerts, refund updates, or support messages.

12. Children’s Privacy

Our services are not intended for children under 13 years old, or the minimum age required by applicable law. We do not knowingly collect personal information from children.

13. Third-Party Links

Our website may contain links to third-party websites, apps, payment providers, app stores, or partner services. We are not responsible for their privacy practices, content, or security.

14. Regional Privacy Notices

If you are located in the European Economic Area, United Kingdom, Switzerland, Canada, California, or another region with specific privacy rights, you may have additional rights under applicable data protection laws.

Where required, we process personal information based on legal grounds such as performance of a contract, consent, legitimate interests, legal obligations, fraud prevention, and service security.

15. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. When we make changes, we will update the “Last updated” date at the top of this page.

16. Contact Us

If you have questions about this Privacy Policy, app permissions, mobile app data use, or want to exercise your privacy rights, please contact us:

Privacy and app support: support@esimstep.com
General inquiries: info@esimstep.com
Address: 610 Victoria Street, Unit 807, New Westminster, BC V3M 0A5, Canada
Phone: +1 778 2000 003

Please include enough information for us to identify your account or request and respond properly.