Privacy policy
HD Telecom values your personal information and handles it appropriately.
1. Information we collect
When you place an order or contact us, we collect your name (including katakana), date of birth, gender, nationality, email address, phone number, delivery address in Japan, Zalo/LINE/Messenger contact, order history and the content of your enquiries. If you create an account, we also store your password in a form that cannot be turned back into the original password, together with the date of your last sign-in. When you apply for a voice SIM and accept our terms, we record your IP address, browser type and the time you agreed, so that we can show which version of the terms you accepted. If you pay by bank transfer, we also record the transfer details, the transaction reference and the name of the person who made the transfer; if someone else pays on your behalf, that person's name is stored with your order as well. After a SIM or eSIM is issued, the identifiers used to manage the line (such as ICCID, SIM number or device number) are stored with your order. While handling orders and enquiries, our staff may add internal notes about an order or your request, and the system keeps a change history of edits made to a record, including the value before the edit.
2. Identity documents for voice SIM applications
A voice SIM with a Japanese phone number requires identity verification under Japan's Mobile Phone Improper Use Prevention Act (携帯電話不正利用防止法), so when you apply you must upload images of the front and back of your residence card (在留カード) and enter your residence card number, nationality, residence status and expiry date. If you pay by bank transfer, we may also ask for an image of the transfer receipt. These image files are encrypted as soon as they are uploaded and can be opened only by the small number of staff responsible for identity checks; every view or download of an image is logged with the staff member's name and the time. The text information in an application (residence card number, nationality, residence status, expiry date, date of birth and gender) can, however, be seen by any staff member who has access to the orders section of our admin system — a wider group than those who can view the images. We never use these images for advertising or analytics, and we do not pass them to any outside service, including artificial-intelligence services, for automatic reading.
3. How we use your information
We use your information to accept and settle orders, ship products, issue eSIMs and send setup guides, verify identity, respond to enquiries, invoice you and send notices and reminders about monthly charges, and prevent fraudulent orders. We also use visit data to understand how the site is used, improve our service and measure advertising performance. If we ever need to use your information for a purpose not listed here, we will obtain your consent beforehand.
4. We do not provide your customer record to third parties
We do not sell your customer record — your name, email address, phone number, address, identity documents and the messages you send us — and we do not provide it to any third party for that party's own purposes. Information genuinely leaves our hands in only two situations needed to complete your order: the delivery company receives your name, address and phone number in order to deliver, and the payment provider GMO Payment Gateway receives your name and email address in order to process the payment, then returns to us the order number, the payment status, the method you chose and the transaction ID. Beyond that, only where Japanese law requires it. To run the website we entrust part of the technical work to outside providers under contract and under our supervision; under Japan's Act on the Protection of Personal Information this entrustment does not count as provision to a third party. Those providers are: Vercel (running the website and storing files), Neon (the database), Resend (sending email), Google (sign-in with a Google account, the map on our company page, and our work mailbox), Meta (the Facebook page panel on our home page), Apple (when you use the one-tap eSIM install link) and a Japanese postcode lookup service used to fill in addresses. Whenever a new order, application or support message arrives, the system sends an internal notice to our work mailbox, so a copy of your information also sits in that mailbox. We never store credit card numbers anywhere; the payment provider handles them. Data about how the website is browsed is a separate matter and is described in section 6.
5. Transfers outside Japan
Among the providers named in sections 4 and 6, Vercel, Neon, Resend, Google, Meta and Apple are companies based in the United States, so your information may be processed and stored outside Japan. Which country a server sits in is configured by each provider. In some cases we cannot identify that location precisely. We choose providers that publish their own privacy policies and we keep the scope of what we entrust to the minimum necessary. If you do not agree to this, please contact the desk listed in section 12 before placing an order or applying.
6. Cookies, analytics and advertising tools
This site uses tools from our infrastructure provider (Vercel) that count visits and measure page loading speed on every page. Our home page contains a Facebook page feed and our company page contains a Google map. These frames load automatically, without asking you, as soon as you scroll to that part of the page, and when they load your browser connects directly to Meta and Google, so those two companies receive your IP address, browser type and the address of the page you are viewing. When we run advertising, we may additionally enable analytics and advertising-measurement tools from Google and Meta (Facebook) across the whole site; these tools send those companies your IP address, browser type, the address of the page you are viewing and actions such as adding an item to the cart or completing an order, and they set cookies to recognise the same browser on later visits. While those measurement tools are enabled, the private links we email to you (the eSIM setup page and the application status page) also fall within their scope, which means the link itself is sent to the measurement provider. At present this site has no cookie consent screen and no individual opt-out button. If you prefer not to be measured, you can block cookies or turn on tracking protection in your browser settings, and adjust the ad settings in your Google or Facebook account. This measurement data is processed by those companies outside Japan.
7. Information stored in your browser
Your language and currency choice and the items in your cart are stored in your browser so they carry over to your next visit. What you type into the order form (name, email, phone number, address and the other fields) is also kept in your browser as a draft, so you do not have to retype it if you come back part-way through. That draft is deleted once an order is completed, but if you abandon the process it stays on the device, so please clear your browsing data after using a shared computer. If you sign in to an account, the information that keeps you signed in is stored in your browser for up to 30 days.
8. How long we keep your data
Order details, applications and identity documents are kept so that we can provide the service, handle enquiries and retain records required by law. At present our system has no function that deletes data automatically after a set period, and our admin screens have no button for deleting an application or a document image. When we receive a deletion request, the member of staff responsible carries it out by hand in the database and the file store. This means that applications rejected after review, expired applications and older orders remain stored until you ask us to delete them or we review and clear them. If you would like information that is no longer needed to be deleted, please follow the steps in section 11.
9. How we protect your information
Images of identity documents and transfer receipts are encrypted before they are stored, and only our own servers can decrypt them. Passwords are stored in a one-way form that cannot be restored, and we do not store credit card numbers. Internally, access rights are separated so that only staff who need them can open images of identity documents, and every view or download of an image is logged with the person who did it and the time. Besides those images, authorised staff can also export the order list to a spreadsheet file for reconciliation and shipping; that file contains the order number, name, email address, phone number and tracking number. The access log described above currently applies only to identity document images, not to exports of the order list. The servers running the website also record technical logs when something goes wrong; those logs may contain some identifying information — for example a name appearing in the subject line of a support email, or an email address in an error message when a message fails to send — and they are kept by our infrastructure provider for the period they set. The eSIM setup page and the application status page are sent to you by email as a private link; anyone holding that link can see its contents. The eSIM delivery email also states the activation code, the SM-DP+ address and the ICCID in plain text, and includes a QR code image loaded from that same private link, which means your email service also contacts this link when it displays the message. Please do not forward the email or the link to anyone else.
10. Access, correction and suspension of use
You may ask us to show you the personal data we hold about you, to correct, add to or delete anything that is wrong, to stop using it, or to stop providing it to third parties. Please contact support@hdtelecom.jp or 03-6789-8553 (09:00–18:00 Japan time). To confirm your identity we ask that you write from the email address you registered with, or tell us your order number or application number. As a rule, we will reply within two weeks of receiving your request. Please note that when information is corrected, the change history still keeps the previous value for our internal reconciliation; if you want that history deleted as well, please say so when you make a request under section 11.
11. How to request deletion of your data
If you would like your personal information deleted, please follow these steps. 1) Send an email to support@hdtelecom.jp with the subject "Data deletion request" (or call 03-6789-8553, 09:00–18:00 Japan time). 2) In the message, give the email address you registered with, your order number or application number, and what you want deleted (your whole account, order information, images of your identity documents, or the change history as well). 3) To confirm your identity, we may ask you to write from your registered email address, or ask you about your order. 4) As a rule, within two weeks of receiving the request, the member of staff responsible deletes the relevant data by hand from the database and the file store and confirms the result by email. Transaction records that we are required by law to keep, and information needed for a contract or payment still in progress, cannot be deleted until their retention period ends; in that case we will explain the reason and how long they will be kept.
12. About us, contact and changes to this policy
We handle your personal information in accordance with Japan's Act on the Protection of Personal Information (個人情報保護法) and the related rules and guidelines. The business handling the personal information described in this policy is HD TELECOM (operated by Vietnam Bussan Co., Ltd.), telecommunications business notification number A-06-22505, Century Bldg. 2F, 1-16-18 Hyakunincho, Shinjuku-ku, Tokyo 169-0073, Japan, represented by Dương Anh Đức. Please send any questions, complaints or requests about personal information to support@hdtelecom.jp or call 03-6789-8553 (09:00–18:00 Japan time). We may revise this policy when our service or the law changes, and the revised text applies from the moment it is published on this page. The Japanese text is the authoritative version; the other languages are provided for your convenience.