Legal

Privacy Policy

Last updated: October 8, 2026

This policy explains what information RouteSense collects when you visit routesense.ai or use the RouteSense dashboard, how we use it, who we share it with, and the choices you have.

1. Who we are

RouteSense ("RouteSense", "we", "us") provides a payments intelligence platform for merchants, ISOs, PSPs and acquirers. It includes the public website at routesense.ai, the RouteSense dashboard at dashboard.routesense.ai, and the Pathfinder, Sentinel and MIDAS products (together, the "Service").

RouteSense processes merchant transaction and dispute data on behalf of its customers in order to provide the Service. Where this policy talks about customer data, the customer decides what data is connected to the Service and RouteSense acts on the customer's instructions and the customer agreement.

2. Information we collect

Information you give us

Account details. Name, work email address, role and company when an account is created for you or when you request a demo.
Alert destinations. If you set up alerts in the dashboard, the destinations you choose: a mobile phone number for SMS, a Slack webhook URL, or an email address, along with your consent to receive messages there.
Messages to us. The content of support requests, demo requests and other correspondence.

Information our customers connect

Transaction and dispute data. Payment transaction records, authorization outcomes, dispute and fraud notices, and merchant account (MID) configuration that a customer connects from its gateways, processors and acquirers. This data can include cardholder billing details supplied by the customer's systems. RouteSense does not store full card numbers, card verification codes or expiry dates.

Information collected automatically

Usage and device data. Pages viewed, actions taken in the dashboard, IP address, browser type and operating system, and the time of each request, recorded in server logs.
Cookies and similar technologies. Strictly necessary cookies that keep you signed in and keep the Service secure. The public website may use analytics cookies to understand how it is used.

3. How we use information

To provide, operate and improve the Service, including routing analysis, account health monitoring and alerts.
To send the alerts and notifications you configure, and the verification messages needed to set them up.
To authenticate users, secure accounts and detect, prevent and investigate fraud or abuse.
To respond to your requests and provide support.
To comply with law, enforce our agreements and protect our rights and the rights of others.
With your permission or where the law allows, to tell you about RouteSense products and events. You can opt out at any time.

4. SMS alerts

RouteSense Sentinel can send account alerts by SMS text message to a mobile number that a dashboard user adds and verifies. This section describes that program.

What you receive. Alerts about the health of your merchant accounts, such as suspected card testing, approval-rate drops, dispute and fraud ratio warnings and volume limits, plus a one-time code to verify your number and occasional test messages you request.
Consent. You enrol by entering your mobile number in the dashboard, ticking the consent box and confirming the verification code we text you. Consent is not a condition of purchasing any RouteSense product.
Frequency. Message frequency varies with the activity on your accounts and the alert rules you turn on.
Cost. Message and data rates may apply according to your mobile plan.
Opting out. Reply STOP to any message to stop receiving SMS alerts. You will get one confirmation message and nothing further. You can also remove the number in the dashboard.
Help. Reply HELP to any message, or contact help@routesense.ai.
No marketing sharing. No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. All other categories of sharing described in this policy exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

Our SMS messages are delivered by a telecommunications service provider acting on our behalf, which receives the destination number and message content solely to deliver the message. Carriers are not liable for delayed or undelivered messages. The full program terms are in our Terms of Service, and a description of the enrolment flow is at routesense.ai/sms-alerts.

We do not sell personal information. We share information only as follows:

Service providers that process information for us under contract, such as cloud hosting, authentication, SMS and email delivery, and error monitoring. They may use the information only to provide their service to us.
Your organisation. If you use the Service through a customer account, the account's administrators can see the users, alert rules and alert destinations configured on that account.
Legal and safety. When required by law, legal process or a government request, or when necessary to protect the rights, property or safety of RouteSense, our customers or others.
Business transfers. In connection with a merger, acquisition, financing or sale of assets, subject to this policy.

6. How long we keep information

We keep account information for as long as the account is active and for a reasonable period afterwards to meet legal, accounting and reporting obligations. Customer transaction data is kept for the period set out in the customer agreement. Alert history is kept for up to thirteen months so that it can be audited. Server logs are kept for a limited period for security and troubleshooting. An SMS destination is deleted when you remove it in the dashboard; a record that consent was given and withdrawn is retained as required by carrier rules.

7. Security

We protect information with technical and organisational measures that include encryption in transit and at rest, role-based access controls, network segmentation between payment data and other systems, audit logging and regular review. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.

8. Your choices

Access and correction. You can view and update your alert rules and destinations in the dashboard. Account administrators can manage users on their account. For anything else, contact us.
Alerts and messages. Turn alert rules off, remove a destination, or reply STOP to any SMS at any time. Marketing emails include an unsubscribe link.
Deletion. You can ask us to delete personal information we hold about you. We will honour the request unless we need to keep the information to complete a transaction, meet a legal obligation, or for another purpose permitted by law.
Regional rights. Depending on where you live, you may have additional rights such as data portability or the right to object to certain processing. Contact us to exercise them. We will not discriminate against you for doing so.

The Service is intended for business users and is not directed at children under 16. We do not knowingly collect personal information from children.

9. Changes to this policy

We may update this policy from time to time. The date at the top shows when it was last changed. If a change is material we will notify account holders by email or in the dashboard before it takes effect.

10. Contact

Questions about this policy or about your information: help@routesense.ai.