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Privacy Policy

The Cloud SIM service is provided by Cloud SIM Limited, a company registered in the UK, registered under the number 10075890, with a registered address of 86-90 Paul Street, London, EC2A 4NE.

We remain committed to protecting your privacy. Any personal information we collect is stored in strict confidence. We do not share personal information with any third-party that does not help us provide our services unless required to do so by law.

Age Requirements – You must be at least 18 years old to access Cloud SIM App.

 

Information We Collect and Why

Cloud SIM needs to collect information to operate our service, as well as understand, support and market services to users. The information which we will collect will depend on how you use the services, and will be collected when you login, install or use the services.

 

Information You Provide Cloud SIM

Your Account – To make a Cloud SIM account, you provide your phone number, and this is used as the main account username. It also provides you with verified access to your Cloud SIM account using SMS and call-back PIN codes. You can choose to provide your name, email address and home/business address.

You can also provide us with access to the contacts in your phone, but this will only be the mobile/phone numbers, and will not be other contact information. Doing this will enable the service to find any contacts who join Cloud SIM and notify you. You can also add a profile picture for your SIM profile. Your profile picture is not shared with other Cloud SIM users.

If you use a Cloud SIM virtual number, then you provide a name for each virtual profile, and an optional profile picture.

Payments – If you make a payment for accessing paid services within Cloud SIM, then we ask for and store certain information. This information is for the purpose of processing payments, refunds, and meet our legal obligations surrounding itemised invoices and billing:

Apple Pay in-app Purchases (iPhone) – Your payment is made directly via Apple Pay through an encrypted connection. We get an electronic receipt from your device once a successful payment has been made, and this identifies your specific payment via a unique token. This receipt includes no personal information.

Google Pay in-app Purchases (Android) – Your payment is made directly via Google Pay through an encrypted connection. We get an electronic receipt from your device once a successful payment has been made, and this identifies your specific payment via a unique token. This receipt includes no personal information.

Credit/Debit Card Payments (Website) – Your card details are collected by our third-party payment provider. All credit card information is transmitted directly from your device using a secure SSL encryption. Furthermore, we will collect the billing address, name and email address associated with the account to decide if we are required to pay EU, UK or other forms of VAT/taxation on the payment. We also use this information to provide you with an invoice.

PayPal (Website) – Your payment is handled directly via PayPal. Your PayPal login and payment information is transmitted from your device using a secure SSL encryption. We will receive a PayPal confirmation of your payment, which will include the username of your PayPal account, your address and email address. This is information we can use to decide if you need to pay EU, UK or other forms of VAT/taxation on your payment. We will also use this information to provide you with an invoice. You may also be required to verify your PayPal email address before we can accept your payment.

Customer Support – If you contact our customer support, we will ask you for information related to your use of our services. This will include your account phone number and your email address. This will help us to identify and assist you in resolving problems or queries.

 

Information We Automatically Collect at Cloud SIM

Calls – Cloud SIM does not store information on the free online calls you make in the normal course of using the service.

If you call a phone number, we are required to store the time, recipient phone number, call duration and originating phone number. This allows us to comply with all regulations and provide you with itemised billing.

We retain call records of all calls made to Cloud SIM virtual numbers to ensure that, where possible, we comply with all regulations.

SMS and Chat Messages – We store the free chat messages that are sent and received on our servers. This means that if you change devices, reinstall your app or use multiple devices you can still access your chat messages. You can choose to delete chat messages within our app, which will delete them from our systems.

We store SMS messages to phone numbers on our servers. You can reinstall the app, use multiple devices or change your phone and the app will still pick up your messages. You can delete SMS messages within your chat and the content will be erased from our systems. However, we still retain the time, originating and recipient phone number and the number of SMS messages to provide correct itemised billing and comply with all regulations.

SMS records like the time, number of parts, originating number and recipient number of all SMS messages sent to Cloud SIM virtual numbers are retained to allow us to comply with regulations.

Device Information – When you install or use the service, or when you use the app to contact the customer support team, we will be required to collect information about your device’s hardware model, operating system, app version, browser info, and the IP address for your internet connection.

Service Usage Data – We will collect service-related diagnostics and logs about the activities you perform on the app and when you use the service. This information is only stored for a short period of time for issue diagnosis and performance improvements.

We will also retain both the time and IP connection when you first register for the service, and when you last connected.

Cookies – We use cookies to help improve your experiences with us when you visit the website. This can include things like storing login session information via a token and remembering your preferred language. These cookies do not have information which can personally identify you.

Like the majority of websites, Cloud SIM uses Google Analytics to track user interactions. This data is used for identifying the number of people who use the website, and to understand how they both find and use web pages, as well as to see their journey through the website. Google Analytics will record data like your geographical location, internet browser, operating system, device and your internet connection IP address. This information is only processed in a way which does not identify a specific user. We do not allow Google to make attempts to identify the users visiting our website.

Your web browser will allow you to disable and delete cookies at any point. If you choose to disable or delete cookies, some services may become inaccessible to you.

Learn more about how we use cookies to provide you with services.

 

Third-Party Information

Third-Party Service Providers – We are partnered with European GDPR, UK GRDP and EU-US compliant third-party service providers who help us to deliver, support, understand and market our services to users. As an example, we work with companies who help us to terminate and receive calls and SMS messages, provide numbers, process payments, distribute our apps to users and communicate with you. We only give these third-party providers information which is strictly necessary to provide services.

Third-Parties– All of the personal information which is collected by us is done so in the strictest confidence. We do not share or sell personal information to third-parties unless required to do so by law.

External Links – Some of the website pages we provide may contain external links to other websites and businesses. We are not held responsible for the content or privacy policy of these websites.

 

How We Use Information

Cloud SIM uses the information we obtain to help operate, support, understand and market our service to users.

Our Service – We use the information we obtain to help operate the services we offer. We also use it to provide accurate reports for financial accounting, taxation liabilities, analyse how our service is used, fix and improve the service, and provide customer support.

Communications from Cloud SIM – We will contact you through either in-app messages or email (if permitted) to advise you of the services we offer, as well as to notify you of updates to our terms and policies.

If you’ve chosen to opt-in, then we will also provide marketing for our services on occasion. You can change your marketing preferences at any time through your account settings.

Your Calling and Messaging – When you make a call or send a message, you agree to share your phone number or your Cloud SIM virtual number with both the recipient and the phone network which is used to connect the call/SMS. With both chat and SMS messaging, you will also agree to share the content of your messages with the recipients.

Security – We are required to monitor accounts and service usage to spot suspicious activity. We will also do this to provide security and safety for all users, as well as to prevent illegal usage, fraud or other breaches of our terms and conditions.

Transfer – In the event that Cloud SIM is subject to a merger or buyout, we reserve the full right to transfer all of our responsibilities and rights under a privacy policy to our new owners.

 

How Long We Keep Information

Cloud SIM will store your information until such a time as it is no longer needed to provide you with a service, or your account is deleted due to inactivity or a deletion request. When information can be deleted will vary depending on the type of information collected, why it has been collected, and any legal requirements for retention. However, in the majority of cases, personal information can be anonymised or deleted instantly.

 

Data Security

We only store the minimum amount of data necessary to provide a service to you while being fully compliant with all legal obligations. We use current encryption technology to protect all held data, and only work with trusted third-party providers. To ensure we protect customer privacy, employee access to information is restricted.

In the event of a data breach originating within our own systems or one of our third-party providers, we will notify the ICO within the agreed GDPR timescales.

 

Changes to This Privacy Policy

We keep this privacy policy under strict and regular review. The latest changes to the privacy notice were completed on 6th November 2023. If we update the policy, we will notify you if you have submitted the information required to do so.

 

GDPR for UK (UK GDPR) and European Region Users (GDPR)

All data we hold about our customers is subject to the General Data Protection Regulation (GDPR).

Your Rights

Our users have clear rights under GDPR:

  • You have the right to be informed about what personal data we hold and process.
  • You have the right to request access to all personal data we have about you via a Subject Access Request.
  • You have the right to rectify your personal information if it is incomplete or inaccurate for any reason.
  • You have the right to get your data erased if there is no longer a lawful reason to continue storing it.
  • You have the right to restrict the processing of your data when the information is inaccurate or there is an objection to the lawfulness of data processing.
  • You have the right to the portability of your personal data for reuse elsewhere.
  • You have the right to object if there is no legitimate reason for the processing of your data.
  • You have the right to challenge automated decision-making and profiling.

Please refer to the official GDPR regulations or ico.org.uk to get more information about data protection and the conditions under which it might be appropriate to contact us or make a request for access.

Our Basis for Processing Information

Cloud SIM will collect, share and use information detailed above to be able to do the following:

  • Provide a service to you as laid out in the Terms and Conditions
  • Allow you to withdraw from the service as desired.
  • Further our legitimate interests, which are to provide you with a reliable, legal, safe and secure telecoms service for all users and partners. The only exception is when these interests are overruled by your interest or fundamental right to freedom in data protection.
  • To ensure that we fully comply with our legal obligations.
  • To protect yours, and other people’s vital interests.

Updating and Deleting Your Information with Cloud SIM

We store all of your information until such a time as it is not needed to provide you with a service, or until such a time as your account is deleted. When we delete information will depend upon what information has been collected, why it has been collected, as well as any legal or operational retention rules.

You can delete any SMS content and messages within the Cloud SIM app. The customer area of the Cloud SIM website will show you all of the personal information we collect, as well as your ability to update much of this information.

Please contact the customer support team if you have any questions regarding your personal information, or you wish to access, update, delete or exercise any of your rights under GDPR.

You can request deletion of your Cloud SIM account via the settings in your profile or by contacting a member of the customer support team at customercare@cloudsimapp.com.

Your account will be deleted on the 30th day after a request has been submitted, but reinstalling the Cloud SIM app with the same account will automatically cancel the request.

 

Contact Information

For UK Users

For any general contact needs, or to have your data deleted or updated, please contact the customer support team via customercare@cloudsimapp.com.

If you have any questions about the privacy policy, or have concerns about our handling of the data, please contact the Data Protection Officer at dpo@cloudsimapp.com or in writing to the following:

The DPO
Cloud SIM Limited
86-90 Paul Street, London, EC24 4NE, UK.

You are also entitled to lodge a formal complaint with Cloud SIM’s lead supervisory authority, the UK’s Information Comissioners’ Office, or ico.org.uk.

Cloud Sim Telecoms Ltd is registered with the ICO as a data controller.

For European Region Users

For any general contact needs, or to have your data deleted or updated, please contact the customer support team via customercare@cloudsimapp.com.

If you have any questions about the privacy policy, or have concerns about our handling of the data, please contact the Data Protection Officer at dpo@cloudsimapp.com or in writing to the following:

The DPO
Cloud SIM Limited
86-90 Paul Street, London, EC24 4NE, UK.

You are also entitled to lodge a formal complaint with your local supervisory authority.

Users Outside of the European Region

For any general contact needs, or to have your data deleted or updated, please contact the customer support team via customercare@cloudsimapp.com. You can also submit a request in writing to:

Cloud SIM Limited
86-90 Paul Street, London, EC24 4NE, UK.