Version 1.3. Effective 6 November 2026.
This Privacy Policy explains what personal information Luxxe eSims collects when you visit luxxesims.com or buy an eSIM, why we collect it, who we share it with and the rights you have. Please also read our Cookie Policy and Data Processing Policy.
1. Who we are
Luxxe eSims is run by Luxxe Global Limited, 99 Queen’s Road Central, Central, Hong Kong (“we”, “us”, “our”). We are responsible for (the “controller” of) the personal information described in this policy. For any privacy question or request, email support@luxxesims.com.
2. The information we collect
- Order details: your name, email address, billing details and country; the plan you buy, the price and the order number. We do not need your phone number to sell you an eSIM.
- eSIM details: the eSIM number (ICCID) and activation details issued for your order, and basic usage information our network supplier provides, such as whether the eSIM has been activated and how much data is left.
- Payment information: card and wallet payments (including Apple Pay and Google Pay) are processed by our payment provider, Airwallex. We do not see or store your full card number.
- Messages: what you tell us when you email us, use our contact form or message us on WhatsApp, including details about your phone if you ask for help.
- Website use: your IP address, device, browser, the pages you visit and how you arrived at our site, collected through cookies and similar technologies as explained in our Cookie Policy.
- Reviews: if you leave a review on Trustpilot, the name and content you choose to publish there.
We do not ask for, and do not want, sensitive information such as health details or identity documents.
3. How we use your information and our legal reasons
| What we do | Legal reason |
|---|---|
| Take your order and payment, issue your eSIM, email your QR code and installation guide, and give support. | To perform our contract with you. |
| Handle refund claims under our Refund Policy. | To perform our contract with you. |
| Keep accounting and tax records. | To meet our legal obligations. |
| Prevent fraud and keep the website and payments secure. | Our legitimate interest in protecting customers and our business. |
| Understand how the site is used and improve it (analytics). | Your consent, given through our cookie banner. Nothing is switched on until you choose Accept. |
| Measure whether our Google and Meta adverts lead to orders, including sharing a scrambled (hashed) email address with Google and Meta. | Your consent, given through our cookie banner. Nothing is shared until you choose Accept. |
| Invite you to review your order. | Our legitimate interest in collecting genuine customer feedback. You can ignore it or ask us not to send any. |
| Send you offers and travel tips by email. | Your consent. Every marketing email has an unsubscribe link, and we remove you within 7 days at the latest. |
We do not sell or rent your personal information, and we do not make decisions about you based solely on automated processing that have legal or similarly significant effects.
4. Who we share it with
We share personal information only with the service providers we need to run the business, and only what each one needs:
- Our eSIM network partner, which issues your eSIM and sends your QR code email on our behalf.
- Airwallex, which processes card and wallet payments and checks them for fraud.
- Our hosting providers, which host our website and its database.
- Google, for our business email (Google Workspace), website analytics (Google Analytics), advertising measurement (Google Ads), product listings (Google Merchant Center, which receives product information only) and the Google Translate and Google Fonts services.
- Meta (Facebook and Instagram), for advertising measurement through the Meta pixel and server events, and WhatsApp if you message us there.
- Trustpilot, which hosts our customer reviews. If we send you a review invitation through Trustpilot, it receives your name, email address and order reference.
- Professional advisers such as accountants, and authorities where the law requires us to share information.
If the business or its assets are sold or restructured, customer information may pass to the new owner, who must continue to protect it in line with this policy.
5. International transfers
We are based in Hong Kong and our service providers operate in several countries, including the United States and the European Union. Where your information is transferred out of the United Kingdom, the European Economic Area or Switzerland, we rely on the safeguards our providers offer, such as standard contractual clauses or the UK International Data Transfer Addendum, or on adequacy decisions where they apply.
6. How long we keep it
- Orders, invoices and payment records: seven years, as Hong Kong law requires us to keep business records for that long.
- Support emails and messages: 12 months after your last contact, unless they relate to an order, in which case they are kept with the order record.
- Analytics data: up to 14 months in Google Analytics.
- Marketing list: until you unsubscribe, then removed within 7 days.
- Cookie consent records: 12 months after your last choice.
- Cookies: as listed in our Cookie Policy.
7. Your rights
Depending on where you live, you can ask us to:
- give you a copy of the personal information we hold about you;
- correct information that is wrong or incomplete;
- delete your information, unless we must keep it, for example for tax records;
- restrict or object to how we use it, including for direct marketing;
- send your information to you or another company in a usable format; and
- withdraw your consent at any time, for example through the Cookie settings link at the bottom of every page or the unsubscribe link in our emails.
Email support@luxxesims.com to make a request. We reply within 14 days and never charge. We may need to confirm your identity first, usually by replying from the email address on your order. If we must keep a record by law, we will tell you what and why.
If you are unhappy with how we have handled your information, please contact us first so we can try to put it right.
If you are in Trinidad and Tobago. We follow the general privacy principles of the Data Protection Act 2011. When the Office of the Information Commissioner is fully established, you may complain to it.
If you are in the United Kingdom or European Union. You have the rights above under the UK GDPR and the GDPR, including the right to complain to the Information Commissioner’s Office (ico.org.uk) or your national data protection authority. If we appoint a representative in the UK or EU, their details will appear here.
If you are in the United States. We do not sell your personal information. You can opt out of our use of advertising cookies at any time through Cookie settings, and we honour Global Privacy Control signals as an opt-out. Residents of states with privacy laws may use the rights above by emailing us.
Hong Kong. As a Hong Kong company we also follow the Personal Data (Privacy) Ordinance. You may complain to the Office of the Privacy Commissioner for Personal Data (pcpd.org.hk).
8. Security
Our website uses an encrypted (HTTPS) connection, payments are handled by Airwallex rather than on our own server, and access to customer information is limited to the people who need it to serve you. No system is completely secure, so please contact us straight away if you think your order details have been misused.
9. Children
Our service is not aimed at children under 16, and we do not knowingly collect their personal information, including online from children under 13. If you believe a child has given us their details, please contact us and we will delete them.
10. Changes to this policy
We will update this policy when our practices change. The version and date at the top show when it last changed. If a change reduces your protection or widens how we use your information, we will give 14 days’ notice on the website and by email to customers before it takes effect.