Data Protection

Does Holafly comply with data protection laws? 

Holafly takes its data protection obligations seriously and will never share personal data with any third parties without the proper legal basis. We are committed to compliance with data protection and privacy regulations globally, including GDPR, UK data protection laws, and relevant privacy frameworks in North America, Australia, and Latin America with privacy by design integrated into all our services.

Does Holafly share customer data with third parties?

Our network carriers  only process the minimal technical information needed for the service to function, such as the IMSI (International Mobile Subscriber Identity), the MSISDN (mobile number identifier), and the IP addresses used to establish the connection. This information is standard in all mobile services worldwide and is necessary for routing traffic and enabling connectivity.

Our network partners only access technical data required for connectivity and cannot see details such as names, emails, payment information, or browsing activity. All communications use end-to-end encryption (HTTPS, SFTP, SSH), ensuring data remains encrypted in transit. We implement data minimization principles and maintain strict partner agreements to prevent linking internet traffic to identifiable individuals.

What is the Holafly data retention procedure?

Holafly retains customer data only for as long as necessary to provide the service and comply with legal obligations. Once this period ends, the data is securely deleted or anonymized, in line with GDPR, the world’s strictest privacy regulation, giving customers the highest level of protection.

Where can I find Holafly’s privacy policy?

Holafly’s current privacy policy is available on our official website: Privacy Policy.

It explains how we handle personal data under GDPR and all other applicable data protection laws.

Traffic routing

Does Holafly reroute internet traffic through other providers?

This is a standard technical process in global telecommunications known as home-routed roaming. To guarantee coverage in different parts of the world, internet traffic may pass through trusted international partners. This is the same principle used in international roaming or global carrier agreements. The routing is purely technical and does not compromise user privacy, nor does it allow partners to access personal data that could be used to directly identify an individual.

Why do some customers see a foreign IP address while traveling?

This occurs because certain partner networks assign IP addresses from their own infrastructure, regardless of where the user is physically located. It is a common phenomenon in both international roaming and VPN services. 

Security Legislation Compliance

Does Holafly comply with anti-terrorism and lawful intercept regulations?

Holafly cooperates with the authorities and provides only the necessary technical information required to carry out the investigation.  We remain committed to handling  personal data with the utmost confidentiality, and in the case of any police investigations, such data may only be provided in accordance with the principle of proportionality and when truly necessary for a specific legal purpose.

Can partner networks access the content of my internet traffic?

Partner networks cannot access customer traffic content such as messages, emails, banking credentials, or apps. Only technical information required for connectivity is accessible and this cannot be linked to identifiable individuals. Holafly's architecture provides additional security through our core network termination, encrypted communications in transit, and strict separation between customer identities and technical identifiers

Is it safe to use online banking or other sensitive apps with Holafly?

Yes. Online banking, payment services, and other sensitive apps can be used securely with Holafly. The encryption built into these services works independently of the mobile network, meaning that your financial and personal information remains protected at all times. Holafly functions just like any major mobile operator when it comes to data security.

Does Holafly provide a VPN service?

Even though Holafly does not provide a VPN service, we recommend it for travelers seeking an additional layer of privacy trusted providers such as Proton VPN as a complement to our eSIM service.

Does Holafly encrypt customer data?

All customer traffic is encrypted in transit with standard protocols like HTTPS and TLS, so our partners can not see the content of messages, emails, or apps. Partners only handle the minimal technical identifiers (such as the IMSI (International Mobile Subscriber Identity), the MSISDN (mobile number identifier), and the IP addresses used to establish the connection) needed to make the connection work, while Holafly’s ensures personal details stay protected.

Does Holafly perform penetration testing on its systems?

Holafly regularly performs independent penetration tests and audits to detect and fix vulnerabilities before they can be exploited.

What process does Holafly have for managing security incidents?

Holafly has an incident response procedure that includes continuous monitoring, immediate containment, investigation of root causes, corrective actions, and notification to authorities or customers if required under GDPR. Company security breach management training is in place to ensure our staff understand the correct action to take when security incidents take place. 

Does Holafly have an incident response plan?

Yes. Holafly has an incident response plan. Any malicious activity triggers alerts, isolation of affected systems, and coordinated recovery steps to minimize risk.

How can I report a potential security issue?

If you discover a potential security issue in any Holafly product or system, you can contact our dedicated team at security@holafly.com

Does Holafly have policies related to information security?

Yes. Holafly has an internal Information Security Policy approved by senior management, which defines how we protect data, monitor risks, and enforce compliance with GDPR and privacy regulations globally.

What are Holafly’s operational security measures?

Holafly’s security team continuously monitors systems, networks, and assets for suspicious activity. We implement ongoing improvements in controls, encryption, and access management to protect against evolving cyber threats.