Legal
Privacy Policy
How we handle personal data — both the data of the businesses who use Routelink, and the data of their guests that passes through our systems on their behalf.
- Controller
- Routelink
- Website
- routelink.ai
- Contact
- [email protected]
1. Who we are
Routelink is a booking and operations platform for travel and experience businesses — tour operators, spas, attractions and transfer fleets. Merchants use it to gather bookings from the online travel agencies they sell through, manage their own schedule and inventory, and answer their guests.
Where this policy says "we" or "us", it means Routelink.
2. Two different roles, and why the difference matters
We handle personal data in two distinct capacities, and your rights differ depending on which one applies to you.
We are the controller of merchant account data
When someone signs up for Routelink, works for a merchant that uses it, or contacts us about the product, we decide how that data is used. This policy governs it directly.
We are a processor of guest data
Booking records, guest names, contact details and messages belong to the merchant you booked with. They are the controller; we process that data on their instructions in order to run the platform for them. If you are a traveller and want your data corrected or deleted, contact the business you booked with. We will help them act on your request, but we cannot act on it alone.
3. What we collect
From merchants and their staff
- Account and identity — name, email address, the merchant and branch you belong to, and your role in it.
- Business records — your products, prices, schedule, suppliers, staff roster and stock.
- Credentials you ask us to store — logins for the OTA back-offices you tell us to connect, and channel keys for LINE and other messaging accounts. These are encrypted at rest with AES-256-GCM and are never displayed back to anyone, including us.
- Activity — an append-only audit record of the actions taken in your account: who did what, and when. This exists so that a merchant can hold their own team and our automation to account, and it cannot be edited or deleted.
On behalf of merchants, about their guests
- Booking details — name, email, phone, party size, date and any answers to questions the merchant chose to ask on their booking form.
- Order emails — the booking confirmations that OTAs send to the merchant's Routelink address, which we parse into booking records.
- Messages — support conversations that reach the merchant by email, LINE, WhatsApp or the web chat we host for them.
- Payment records — the amount, currency, method and outcome of a payment. We never see or store full card numbers; card details go directly to the payment provider.
From this website
This marketing website sets no cookies and runs no analytics, advertising or tracking scripts. It loads typefaces from Google Fonts, which means Google receives your IP address in order to serve them. Our hosting providers keep standard server logs (IP address, user agent, requested URL) for security and for diagnosing faults.
4. Why we use it, and on what basis
| Purpose | Basis |
|---|---|
| Providing the platform to a merchant who has signed up | Performance of a contract |
| Processing guest bookings and messages for a merchant | On the merchant's instructions, as their processor |
| Keeping the service secure, and keeping the audit record | Legitimate interests, and legal obligation |
| Answering enquiries you send us | Legitimate interests, or steps before a contract |
| Billing and accounting | Contract, and legal obligation |
5. How we use AI
Parts of Routelink use large language models — to read an OTA's booking email into structured fields, to draft replies to guests, and to answer a merchant's questions about their own business. When that happens, the relevant content is sent to a model provider for processing and a result is returned.
- We send only what the task needs.
- Our model providers are contractually bound not to train on our data.
- An automated reply to a guest is either sent by a person, or sent automatically only where the merchant has explicitly turned that on for that kind of question.
- No decision with a legal or similarly significant effect on an individual is made by a model alone.
6. Signing in with Google
You can sign in to Routelink with a Google account, and link one to an account you already have. When you do, Google asks your permission and then tells us three things: the account's email address, your basic profile (name and picture), and an identifier for the account. We request nothing else — no access to Gmail, Drive, Calendar, Contacts or any other Google service.
We use it for one purpose: to create your Routelink account, to recognise you when you come back, and to show your name to colleagues at the same merchant. We do not use it for advertising, we do not sell it, and we do not share it with anyone beyond the service providers in section 7 who need it to run the platform.
Limited Use. Routelink's use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including its Limited Use requirements.
You can disconnect Google from your Routelink account at any time in your profile settings, and you can revoke our access from your Google account permissions page. Deleting your Routelink account deletes the Google identifier stored with it.
7. Who else sees it
We do not sell personal data and we never will. We share it only with the service providers that make the platform work:
| Provider | What for |
|---|---|
| Supabase | Database and authentication (hosted in Singapore, ap-southeast-1) |
| Cloudflare | Application hosting, DNS, email routing and security |
| Resend | Sending transactional email on a merchant's behalf |
| Model providers | The AI processing described in section 5 |
| Omise | Card and PromptPay payments, where a merchant has enabled them |
| LINE, Meta (WhatsApp) | Delivering messages on the channels a merchant has connected |
We also disclose data where the law requires it, and to professional advisers under a duty of confidentiality.
8. International transfers
Our primary database is in Singapore. Some of the providers above process data in other countries, including the United States and the European Union. Where data leaves its country of origin we rely on the safeguards available in that jurisdiction — standard contractual clauses, or the provider's own approved transfer mechanism.
9. How long we keep it
- Merchant account and business data — for as long as the account is open, and for the period afterwards that tax and accounting law requires.
- Guest booking data — for as long as the merchant keeps it. They decide, and they can export or delete it.
- Audit records — retained for the life of the account; they are append-only by design.
- Review content pulled from third-party listings — deleted on read after 30 days, as those platforms require.
- Raw inbound email — kept only as long as needed to parse it and to let a merchant check what we read.
10. Your rights
Depending on where you live, you may have the right to access the personal data we hold about you, correct it, delete it, restrict or object to how we use it, receive a copy in a portable format, and withdraw consent where we relied on it.
To exercise any of these, write to [email protected]. We answer within 30 days. If you are a traveller asking about a booking, please contact the business you booked with first — see section 2.
You also have the right to complain to your local data protection authority.
11. Security
Access to data is enforced at the database level, so one merchant's records cannot be read by another even if application code is wrong. Stored third-party credentials are encrypted with AES-256-GCM. Every change to a booking, a price or a payment is written to an append-only audit record. Traffic is encrypted in transit.
No system is perfectly secure. If we become aware of a breach affecting personal data, we notify the affected merchants and the relevant authority as the law requires.
12. Children
Routelink is a tool for businesses and is not directed at children. We do not knowingly collect personal data from anyone under 16 other than as part of a booking made by an adult on their behalf.
13. Changes to this policy
When we change this policy we update the date at the top of the page. If a change materially affects how we use personal data, we tell affected merchants directly.
14. Contact us
Privacy questions: [email protected]
Anything else: routelink.ai/contact