Privacy Policy
Lebara Travel ("we", "us" and "our") takes your privacy seriously. This Privacy Notice describes how we, as a controller, handle personal data that is provided to us or collected by us in respect of our customers and prospective customers. If you have any questions about this Privacy Notice or how we handle personal data, please contact us at [email protected].
1. About us
We are a mobile virtual network operator registered as Lebara Limited, a company incorporated in England (company number 04293563), with registered office 5th Floor, Broadwalk House, 5 Appold Street, London EC2A 2DA, United Kingdom.
2. How we process personal data and why
We collect and use personal data as part of our service provision and customer relationship management with our customers, and as part of our interactions with prospective customers, including through engagement with our offers.
We collect personal data:
- directly from you when you use our products or services, top-up your eSIM, provide information to us (including through communicating with our call centres or Live Chat), or any other direct contact;
- automatically from our products and website using automated methods such as cookies. See our Cookie Notice for more information; and
- from our trusted partners who have your consent to share personal data with us, including our suppliers who provide us with technical and payment services.
The table below sets out in more detail how we use personal data. We may also process your personal data in order to comply with our legal obligations and in order to protect our rights and interests and those of others.
| Type of personal data | Purpose | Lawful basis |
|---|---|---|
| Provision of our products and services | ||
| • Telephone number • Network traffic and technical data | • To provide, maintain and secure our products and services (e.g. network optimisation, capacity planning) • To analyse the use and performance of our products and services for troubleshooting, improvements and innovation | • Performance of our contractual obligations • Our legitimate interest in operating, securing and improving our products and services, and which is not overridden by your privacy interests and fundamental rights |
| • Telephone number • Customer profile information • Contract information • Financial information | • To process transactions • To manage, modify and terminate agreements • To provide service messages | Performance of our contractual obligations |
| • Telephone number • Customer profile information • Contract information • Financial information | To analyse the use and performance of our products and services for improvement, marketing and innovation purposes | Our legitimate interest in enhancing our business operations, and which is not overridden by your privacy interests and fundamental rights |
| Website usage data (e.g. IP address, type of device, visit duration, location data) | • To provide, maintain and secure our website • To analyse the use and performance of our website | • Our legitimate interest in operating, securing and improving our website • Your consent |
| Communication and marketing | ||
| • Telephone number • Records of communications • Customer profile information | To respond to queries and other communications from customers and prospective customers | • Our legitimate interest in assisting customers • Your consent |
| • Telephone number • Records of communications • Customer profile information • Network traffic and technical data | To provide you with marketing information you may be interested in (e.g. offers and upgrades) | • Our legitimate interest in keeping in touch with customers • Your consent |
| • Customer profile information • Network traffic and technical data • Cookie data (see our Cookie Notice) | To serve you with online targeted advertising on our websites and others | Your consent |
| • Phone number • Customer profile information | To conduct surveys | Our legitimate interest in getting information to improve products and services |
| Security and fraud prevention | ||
| • Telephone number • Customer profile information • Financial information • Publicly available information | To carry out identity verification and credit checks | • Performance of our contractual obligations • Compliance with our legal obligations |
| • Telephone number • Network traffic and technical data • Customer profile information • Website usage data • Financial information | • To detect and prevent fraudulent activity • To protect our legal rights • To comply with law enforcement requests | • Our legitimate interest in safeguarding our business • Compliance with our legal obligations |
We collect special categories of personal data about you only with your consent. For example, if you are experiencing financial difficulties due to ill health that are causing challenges with payments to us, and you have consented to us doing so, we may store that information in our records about your account.
3. Who we share personal data with
We share certain personal data as permitted by law:
- with Lebara Group companies (Lebara Limited, Lebara Service Centre Limited, Lebara Media Services PvT);
- with our service providers and partners, for purposes such as IT hosting and maintenance, analytics, advertising and marketing, customer relationship management, order administration, and payment processing;
- in order to comply with our legal, financial, and regulatory obligations, to enforce or apply our terms and conditions, to protect our rights, assets and personnel, for safeguarding and to protect our interests and those of our customers, and where otherwise necessary;
- if we or substantially all our assets are merged or acquired by a third party and personal data forms part of the transferred or merged assets; and/or
- where we have consent to do so.
4. How we store and transfer personal data
We implement appropriate technical and organisational security measures to protect personal data, such as encryption where appropriate.
We will not retain personal data longer than is necessary to fulfil the purposes for which it is processed, subject to legal and regulatory obligations, or longer if we have consent.
Your personal data may be transferred outside the UK, such as where our service providers run their operations abroad or where your data is stored in servers located abroad. In these circumstances, measures are in place to ensure that your personal data is protected in accordance with UK data protection law. This means that your personal data is treated as confidential by recipients and handled in accordance with this Privacy Notice.
5. Marketing
From time to time, we may send you marketing messages by email, SMS, MMS and within our app. You may change your marketing preferences:
- via the unsubscribe link included in the emails we send you. Please be aware that although a request to unsubscribe is processed instantly, it can take up to 48 hours to take effect;
- by email to [email protected]; and
- by post to Data Protection Officer, Lebara Mobile Limited, 5th Floor, Broadwalk House, 5 Appold Street, London EC2A 2AG, United Kingdom
6. Cookies
We use cookies for various purposes, including understanding how people use our website, products and services; remembering your preferences; and targeted advertising. You can find out more information about how we use cookies in our Cookie Notice.
7. Rights and Complaints
You have various rights relating to your personal data. These include the right to:
- ask us for copies of the personal data we hold about you;
- ask us to correct inaccuracies or omissions in the personal data we hold about you;
- ask us to stop or restrict the processing of the personal data we hold about you;
- ask us to provide you or a third party at your request with a copy of your personal data in a machine-readable format;
- ask us to delete or otherwise remove the personal data we hold about you; and
- where the personal data is processed on the basis of your consent, withdraw your consent at any time.
To make a request or complaint, contact us:
- by email at [email protected]
- by post to Data Protection Officer, Lebara Mobile Limited, 5th Floor, Broadwalk House, 5 Appold Street, London EC2A 2AG.
You can also make a complaint to the Information Commissioner's Office:
- online at https://ico.org.uk/make-a-complaint
- by post to Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.
8. Updates to this Privacy Notice
This Privacy Notice was last updated on 15/10/2025. We may update this Privacy Notice from time to time. We therefore encourage you to review this Privacy Notice regularly. We will also notify you of changes made where required by law.