Privacy Policy

a. Account and contact details

• Email address: needed to place an order and to send your eSIM, receipts and service messages.
• Phone number (optional): if you sign in with a phone number and a one-time code.
• Name (optional): if you sign in with Google or Apple, or give it to us in a support chat.
• Account identifiers: your Yoho Mobile customer ID and the account ID from Google or Apple sign-in.

b. Orders and payments

• Purchase history: the plans you buy, order numbers, amounts, currency, promo codes used, top-ups and your account balance.
• Payment details: you enter card and wallet details on our payment provider's own secure page. We do not receive or store your card number.
• We do not ask for a billing or shipping address.

c. eSIM and usage details

• eSIM details: the ICCID, activation code and status of each eSIM you buy, and the start date you choose for plans that need one.
• Data usage: how much data an eSIM has used and the countries where it connected, which we receive from the mobile network operator so we can show usage and a travel map in your account.
• Device details for some US plans: certain US plans need your device's EID and IMEI before the eSIM can be issued. We only ask for them on those plans.
• Identity checks for some plans: some plans need real-name registration with the mobile network operator. You submit your documents on CMI's own page; we do not receive or store them.

d. Support conversations

When you contact us by live chat, email or WhatsApp, we keep the messages and any photos or files you send, and may attach your order or eSIM details to the conversation so we can help.

e. Device and technical data

• Identifiers: device and app installation identifiers, the advertising identifier (if your device settings allow it) and the push notification token.
• Approximate location: worked out from your IP address (country or city level). We do not collect precise GPS location.
• App and website activity: pages and screens viewed, buttons tapped, searches, and events such as starting checkout or completing a purchase.
• Crash and performance data: error reports, crash logs and performance measurements, and basic device details such as model, operating system and app version.

f. Cookies and similar technologies

Our website uses cookies, pixels and local storage.

• Essential: these keep you signed in, remember your language, currency and country, keep your cart and run live chat. They are always on.
• Analytics and advertising: Google Tag Manager loads Google Analytics and the Meta Pixel, and some pages show Google ads (Google AdSense). When you arrive through an affiliate link, we also keep a note of the referral in a cookie for 30 days so the partner is credited for your order.

If you visit from the EEA, the UK or Switzerland (based on your IP address), we ask for your consent first. Analytics and advertising cookies load only if you choose Accept. Elsewhere they load by default. You can opt out in cookie settings or through your browser settings.

You can change your choice at any time in cookie settings. You can also block or delete cookies in your browser, but some features, such as staying signed in or checking out, may not work without essential cookies.

We use personal data to:

• Provide the service: create your account, process orders and payments, issue and deliver eSIMs, process top-ups and refunds, and show your plans, usage and balance.
• Communicate with you: send order confirmations, installation instructions, usage and expiry alerts, and replies to your support requests. With your consent where required, we also send offers and promotions; you can unsubscribe at any time.
• Keep the service safe: verify sign-ins, detect and prevent fraud and abuse, and protect our customers and business.
• Improve the service: understand how the website and app are used, find and fix errors, and plan new features.
• Advertising and measurement: measure the results of our ads and show relevant Yoho Mobile ads on other platforms (see section 4).
• Meet legal obligations: keep records required by law and respond to lawful requests.

We do not sell your personal data. We share it only as described here.

a. Service providers

These companies process data on our behalf and only for the services they provide to us:

• Mobile network operators and eSIM providers: to issue your eSIM, activate it, add top-ups and report usage. They receive the eSIM and order details they need, and for some plans the start date, EID and IMEI.
• Payment providers: to take payments and issue refunds.
• Cloud hosting and infrastructure providers: to run our website, app back end and databases.
• Analytics and measurement (Google Analytics on the website; Google Analytics for Firebase and AppsFlyer in the app): to understand how the app and website are used and which campaigns bring visitors.
• Error monitoring (Sentry): to receive crash and error reports.
• Customer support (Crisp): to run live chat and keep support conversations.
• Email, SMS and push notification providers: to deliver sign-in codes, order messages and notifications.

b. Advertising partners

We send activity to Meta so we can measure and improve our ads. On the website, the Meta Pixel sends pages viewed and events such as starting checkout and completing a purchase (including order value), together with cookie and browser identifiers. In the app, the Meta SDK sends similar events such as app opens, checkout starts and purchases, together with your device's advertising identifier. Meta may use this data under its own terms. Some pages of our website also show ads from Google (Google AdSense), and Google may use cookies to show and measure those ads under its own terms. You can limit this in the website's cookie settings, by blocking cookies in your browser, or by turning off ad personalisation or tracking in your device settings (on iPhone, Settings > Privacy & Security > Tracking).

c. Legal and business reasons

We may disclose data when required by law, court order or a government authority, to protect our rights or the safety of others, or as part of a merger, acquisition or sale of assets, in which case the data would remain protected by this policy.

d. Within Yoho Mobile

Only staff who need it for their work, such as customer support, can access your data.

Some of our service providers store or process data outside Singapore. When we transfer personal data overseas, we make sure it is protected to a standard comparable to the PDPA, as Singapore's PDPA requires. We do this through contractual safeguards: our providers' data processing terms, including the Standard Contractual Clauses in those terms.

a. How long we keep data

• Account details: kept while your account is active.
• When you delete your account: we immediately remove your name, email address, phone number, password and links to Google or Apple sign-in, and you are signed out on all devices. We keep a one-way scrambled (hashed) copy of your email address, phone number and sign-in IDs, together with the single-use promo codes you have used. We use it only to stop those promo codes from being used again, and it cannot be turned back into your details.
• Orders, payments and invoices, including the eSIMs on those orders: at least 5 years after the order, as Singapore accounting and tax record-keeping requires. They stay after you delete your account.
• Support chats: up to 2 years after the last message.
• Crash and diagnostic data: up to 90 days.
• Marketing: we keep your marketing preferences until you unsubscribe.
• Analytics and advertising partners (such as Google, Meta and AppsFlyer): they keep data under their own retention settings.

b. Security

Data is encrypted in transit. We limit access to authorised staff and use technical and organisational measures to protect it. No method of transmission or storage is completely secure.

If a data breach is likely to cause you significant harm, we will notify you and the Personal Data Protection Commission of Singapore (PDPC), and other regulators where the law requires, within the time limits the law sets.

• Access and correction: you can view and update your details in your account, or ask us for a copy of the personal data we hold about you.
• Delete your account: in the app, open your account settings and choose Delete account, or use our account deletion page. Deleting your account removes your personal details at once. Section 6 explains the few records we keep and for how long.
• Marketing: use the unsubscribe link in any marketing email, or contact us.
• Push notifications and tracking: turn them off in your device settings at any time.
• Withdraw consent: you can withdraw consent to our use of your data. If you do, we may no longer be able to provide some services, such as delivering an eSIM.

To make a request, contact us using the details in section 8. We may need to verify your identity before acting on it.

YOHO MOBILE PTE. LTD.

• Address: 14 Robinson Road, #08-01A, Far East Finance Building, Singapore 048545.
• Email: [email protected]
• WhatsApp / Hotline: +1 838 883 9588
• Data Protection Officer: for privacy requests and questions, email our Data Protection Officer at [email protected].

If you believe your personal data has been misused, contact our support team using the details above and we will look into it promptly. If you are not satisfied with our response, you can contact the Personal Data Protection Commission of Singapore.

Our website and app may link to other websites, such as a mobile network operator's verification page. Their privacy practices are their own; please read their privacy policies.

Our services are not directed at children under 13. In the EEA and the UK, anyone under 16 needs the consent of a parent or guardian to use them. We do not knowingly collect personal data from children. If we learn that we have, we will delete it.

We may update this policy when our practices or the law change. We will post the new version on this page and update the date at the top. For significant changes, we will also tell you by email or with a notice in the app or on our website.