Privacy Policy

These terms and conditions govern the use of Route's website & application, you hereby accept these terms and conditions in full and without any reservation.

Privacy Policy

About Route
Route is an Africa-focused social commerce company that facilitates the electronic circulation of money as well as the exchange of value between individuals and organizations on a timely and consistent basis.

This privacy policy will explain how our organization uses the personal data we collect from our customers and related partners when you use our website or subscribe to use any of our products and services.

Route conducts business in a responsible and sustainable manner and ensures customer information is securely collected, processed and stored based on business requirements. in furtherance to this and compliance with industry regulations, Route has made appropriate documentation, which includes a privacy policy. Route, therefore, provides notice about this policy, applicable procedures and identifies the purposes for which personal information is collected, used, processed, disclosed, retained and disposed of.

Throughout this Privacy Policy, we use the term "personal information or data" to describe information that can be associated with a specific person and can be used to identify that person. We do not consider personal information to include information that has been made anonymous so that it does not identify a specific user.

Scope And Consent
Route conducts business in a responsible and sustainable manner and ensures customer information is securely collected, processed and stored based on business requirements. in furtherance to this and compliance with industry regulations, Route has made appropriate documentation, which includes a privacy policy. Route, therefore, provides notice about this policy, applicable procedures and identifies the purposes for which personal information is collected, used, processed, disclosed, retained and disposed of.

Throughout this Privacy Policy, we use the term "personal information or data" to describe information that can be associated with a specific person and can be used to identify that person. We do not consider personal information to include information that has been made anonymous so that it does not identify a specific user.

You decide and control what to share
Through your consent we upload your contacts to the application which allows you to request and transfer funds on the app. If you do not upload your contacts to the app, you will not be able to use the app to request or transfer funds.

Please note that only contacts that you've uploaded & registered contacts with Route are able to request & receive funds on to the app. Contacts uploaded to the app are strictly used to enable sharing between you and your contacts. Your contacts will not be availed to 3rd Parties or used for marketing purposes.

Route Money application  collects/transmits/syncs/stores contact list information to enable finding and connecting with friends who use the app, when the user grants access. Users are presented with a clear disclosure and must provide consent.Route money application  implements security measures and complies with privacy regulations

You have the option to invite your contacts once you’ve  download our app as well.

Collection Of Personal Information
We collect Personally Identifiable Information (PII), otherwise known as Personal Information or Personal Data. They include Name, email address, phone number, contact address, limited financial information, location data, device data, etc.

How We Collect Personal Information
Customers' data is collected electronically and manually when you register to use any of our services. This is collected electronically with exchanges between your system (Computer, Server, Mobile Device) or service provider’s system and our system.

We collect Customers’ data manually when they complete our product and services registration forms in registering to use any of our services. Similar data are also collected when customers or visitors’ visit our physical locations for inquiries or business relationship.

We collect information from or about customers from other sources, such as through your contact with us, including our Customer Support interfaces – email, portal, phone calls, social media, and other communication channels; Customer support teams, Customer response to surveys, Training programmes, Corporate Social Responsibility events, Promotional events, and interactions with Route or other companies (subject to their privacy policies and applicable law).

We may also obtain information about you from third parties such as credit bureaus and identity verification services

How We Use Collected Personal Information
We collect personal information to provide users of our services with a secure, smooth, efficient, and customized experience. Furthermore, the information collected may also be used to provide Route Services and customer support; process transactions and send notices about your transactions; verify your identity, including during account creation and password reset processes; resolve disputes, collect fees, and troubleshoot problems; manage risk, or to detect, prevent, and/or remediate fraud or other potentially prohibited or illegal activities; detect, prevent or remediate violations of policies or applicable user agreements.

We also collect personal information to improve Services by customizing your user experience; measure the performance of the Route Services and improve their content and layout; manage and protect our information technology infrastructure; provide targeted marketing and advertising, provide service update notices, and deliver promotional offers based on your communication preferences; contact you at any telephone number, by placing a voice call or through text (SMS) or email messaging; perform creditworthiness and solvency checks, and compare information for accuracy and verify it with third parties.

Additionally, we may contact you via electronic means to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, or as otherwise necessary to service your account. Furthermore, we may contact you to offer coupons, discounts, and promotions, and inform you about Route Services or its group services.

Finally, we may contact you as necessary to enforce our policies, applicable law, or any agreement we may have with you. When contacting you via phone, to reach you as efficiently as possible we may use, and you consent to receive, auto dialed or prerecorded calls and text messages. Where applicable and permitted by law, you may decline to receive certain communications.

Protection And Storage Of Personal Information
We store and process your personal information on Secured cloud servers. We protect your information using physical, technical, and administrative security measures to reduce the risks of loss, misuse, unauthorized access, disclosure, and alteration.

Some of the safeguards we use are firewalls and data encryption, physical access controls to our data centers, and information access authorization controls. We have also taken additional measures by ensuring our system complies with industry information security standards.

We do not sell or rent your personal information to third parties for their marketing purposes without your explicit consent. We may combine customer’s information with information collected from other companies and use it to improve and personalize Route Services, content, and advertising. We have also included an opportunity for customers that had initially subscribed to receiving notification or information about their activities in relation to the use of Route's service to unsubscribed or request to be removed from applicable databases.

Sharing Personal Information With Other Route Users
When transacting with others, we may provide those parties with information to complete the transaction, such as your name, account ID, contact details, shipping and billing address, or other information needed to promote the reliability and security of the transaction. If a transaction is held, fails, or is later invalidated, we may also provide details of the unsuccessful transaction.

To facilitate dispute resolution, we may provide a buyer with the seller’s address so that goods can be returned to the seller. The receiving party is not allowed to use this information for unrelated purposes, such as to directly market to you, unless you have agreed to it. Contacting users with unwanted or threatening messages is not authorized by Route.

We may provide or display customer information to a third-party while consummating transactions to validate that transactions are being exchanged with valid receivers.

We work with third parties, including merchants, to enable them to accept or send payments from or to Customers using Route's Services. In doing so, a third party may share information about customers with us, such as email address or mobile phone number, to inform such customer that a payment has been sent. We use this information to confirm that users are Route's customer and that Route as a form of payment can be enabled, or to send customer notification of payment status. Also, we may oblige a request to validate that a customer transacts business with Route.

Customer’s card information may be available for their reuse subsequent if they chose to be remembered at previous attempts. Do note that merchants, sellers, and users involved in transactions may have their own privacy policies, and Route does not allow the other transacting party to use this information for anything other than providing Route Services, Route is not responsible for their actions, including their information protection practices.

Route will not disclose your credit/debit card number or bank account number to anyone or with the third parties that offer or use Route Services, except with customers’ express permission or if we are required to do so to comply with credit/debit card rules, a subpoena, or other legal processes.

Sharing Personal Information With Third Parties
We may share customers’ personal information with:

Members of Route to provide joint content, products, and services (such as registration, transactions and customer support), to help detect and prevent potentially illegal acts and violations of our policies, and to guide decisions about their products, services, and communications. This information will only be used for marketing communications only if customers have requested for the services.

Financial institutions that we partner with to jointly create and offer a product may only use this information to market Route related products unless the customer has given consent for other uses.

Credit bureaus and collection agencies to report account information, as permitted by law.

Banking partners as required by credit/debit card association rules for inclusion on their list of terminated merchants.

Companies that we plan to merge with or are acquired by. (Should such a combination occur, we will require that the new combined entity follow this Privacy Policy with respect to customer personal information. Customers will receive prior notice if personal information would be used contrary to this policy).

Law enforcement, government officials, or other third parties pursuant to a subpoena, court order, or other legal process or requirement applicable to Route or one of its affiliates; when we need to do so to comply with law or credit/debit card rules; or when we believe, in our sole discretion, that the disclosure of personal information is necessary to prevent physical harm or financial loss, to report suspected illegal activity or to investigate violations of our User Agreement.

Other unaffiliated third parties, for the following purposes:

Fraud Prevention and Risk Management: to help prevent fraud or assess and manage risk.
Customer Service: for customer service purposes, including to help service your accounts or resolve disputes.
Shipping: in connection with shipping and related services for purchases made using Route Services.
Legal Compliance: to help them comply with anti-money laundering and counter-terrorist financing verification requirements.
Service Providers: to enable service providers under contract with us to support our business operations, such as fraud prevention, bill collection, marketing, customer service and technology services. Our contracts dictate that these service providers only use customer information in connection with the services they perform for us and not for their own benefit.
Other third parties with your consent or direction to do so.

Please note that these third parties may be in other countries where the laws on processing personal information may be less stringent than in our country of primary jurisprudence.
If customers open any of our products and services or related wallet account directly on a third-party website or via a third-party application, any information that are entered on such systems (and not directly on an Route website) will be shared with the owner of the third-party website or application. These sites are governed by their own privacy policies and customers are encouraged to review their privacy policies before providing them with personal information. Route is not responsible for the content or information practices of such third parties.

Image Upload and Profile Pictures
At Route Money, we understand the importance of privacy and the sensitive nature of personal data, including images. This section of our privacy policy outlines how we handle the uploading and usage of customer images for the sole purpose of setting their profile pictures.

Collection and Usage of Images:
When you choose to set a profile picture on Route Money, you have the option to upload an image from your device's gallery or take a photo directly using the app. We collect and store this image solely for the purpose of creating and displaying your profile picture within the app.

Storage and Security:
The images you upload as your profile picture are securely stored on our servers. We implement industry-standard security measures to protect your images from unauthorized access, loss, or misuse.

Access and Sharing:
Your profile picture is visible to other users within the app, depending on your chosen privacy settings. By setting a profile picture, you acknowledge that other users will be able to see it.

Third-Party Access:
We do not share or provide access to your profile picture to any third-party services, partners, or advertisers without your explicit consent.

Image Retention:
We retain your uploaded profile picture for as long as you maintain an active account on Route Money. If you delete your account, your profile picture will be removed from our servers, and we will no longer have access to it.

Your Choices:
You have the right to change or remove your profile picture at any time through the app's settings. If you wish to delete your profile picture permanently, please contact our support team at for assistance.

By using Route Money, you agree to the collection, usage, and storage of your images as described in this privacy policy. We may update this section from time to time, and any changes will be communicated to you via the app or through other appropriate means.

Cross Border Transfers Of Personal Information
Route is committed to adequately protecting customers’ personal information regardless of where the data resides and to providing appropriate protection for where such data is transferred across borders, including outside of Kenya. We have further taken measure to ensure our relationships are with countries that are governed by similar data protection regulation as we are, and further assessment of other entities are being taken to provide a reasonable assurance of the safety of customer’s information.

Customer Data Protection Rights
Our customers have data protection rights and are entitled to the following:

The right to access – Customer has the right to request copies of their personal data. Route may charge a fee for this service if it will require a substantial amount of resources to accomplish.

The right to rectification – Customers have the right to request that Route correct any information they believe and have proven have been captured inaccurately. Customers also have the right to request Route to complete the information they believe is incomplete.

The right to erasure – Customers have the right to request that Route erase their personal data, under certain conditions. These conditions are not limited to regulatory requirements, law enforcement agencies, or where such action may cause disruption to our system.

The right to restrict processing – Customers have the right to request that Route restrict the processing of their personal data, under certain conditions. (as above)

The right to object to processing – Customers have the right to object to Our Company’s processing of your personal data, under certain conditions. (as above)

The right to data portability – Customers have the right to request that Route transfer the data that we have collected to another organization, or directly to them, under certain conditions. (as above)

Customer requests based on any of the rights above shall be handled between 2 to 4 working weeks. Customer may contact us by email or writing:

Email us at

Use Of Cookies And Similar Technologies
When Customers access our websites or use Route Services, we may place small data files on your computer or other devices. These data files may be cookies, pixel tags, "Flash cookies," or other local storage provided by your browser or associated applications (collectively referred to as "Cookies"). These technologies are used to recognize users as customers; customize Route Services, content, and advertising; measure promotional effectiveness; help ensure that account security is not compromised; mitigate risk and prevent fraud; and to promote trust and safety across Route Services and related sites.

Users can freely decline our Cookies if the web browser or browser add-on permits unless our Cookies are required to prevent fraud or ensure the security of websites we control. However, declining our Cookies may interfere with users’ use of our websites and Route Services.

Privacy Policies Of Other Websites
This privacy policy applies to only Route and not any other brands, though the mentioned on our Websites. Neither does it apply to our Merchants, Vendors, or other related partners.

Customer Consent
Please refer to the end of this notice for providing your consent. Your consent to personal data collection and processing may be revoked by notifying us via our contact page. For users below the age of 16, the consent should be provided by the holder of parental responsibility of the child.

Please note, in case you choose to not provide us with the consent or withdraw the consent at any given point of time, we shall not be able to provide the services as detailed in section 2.2 of this notice.

Changes To Our Privacy Policy
We review our privacy policy periodically and when there is any substantial change to business or regulatory requirements. At the minimum, we shall review this annually and communicate via our communication channels such as Newsletter, on Website, Social Media Accounts.

How To Contact Us
Customers who have concerns, questions about the privacy policy or would like to exercise their protection rights can contact us through the following channels:

Email us at

I have read all the terms and conditions within this Notice and hereby agree/ disagree to use of my personal data for above mentioned purposes.

Terms & Conditions


These terms and conditions govern the use of this website; by using this website, you hereby accept these terms and conditions in full and without any reservation. If you disagree with these terms and conditions or any part of these terms and conditions, then you must not use this website.

Furthermore, you must be at least 18 [eighteen] years of age to use this website. By using this website and by agreeing to these terms and conditions, you hereby warrant and represent that you are at least 18 years of age.

License To Use The Website

Unless otherwise stated, Route and/or its licensors own the intellectual property rights published on this website and materials used on

Subject to the license below, all these intellectual property rights are reserved. You may view, download for caching purposes only, and print pages, files or other content from the website for your own personal use, subject to the restrictions set out below and elsewhere in these terms and conditions. 

You must not:

republish material from this website in neither print nor digital media or documents (including republication on another website);

sell, rent or sub-license material from the website;

show any material from the website in public;

reproduce, duplicate, copy or otherwise exploit material on this website for a commercial purpose;

edit or otherwise modify any material on the website;

redistribute material from this website - except for content specifically and expressly made available for redistribution; or

republish or reproduce any part of this website through screenshots.

Where content is specifically made available for redistribution, it may only be redistributed within your organization

Acceptable Use

This website must not be used in any way that causes, or may cause, damage to the website or impairment of the availability or accessibility of or in any way which is unlawful, illegal, fraudulent or harmful, or in connection with any unlawful, illegal, fraudulent or harmful purpose or activity. 

This website must not be used to copy, store, host, transmit, send, use, publish or distribute any material which consists of (or is linked to) any spyware, computer virus, Trojan, or other malicious computer software. You must not conduct any systematic or automated data collection activities on or in relation to this website without Route’s express written consent. E.g. scraping, data mining, data extraction, data harvesting, screenshots.

This website or any part thereof must not be used to transmit or send unsolicited commercial communications, nor must it be used for any purposes related to marketing without the express written consent of Route.

Restricted Access

Access to certain areas of this website is restricted. Route reserves the right to restrict access to certain areas of this website, or at our discretion, this entire website.

Route may change or modify this policy without notice. If Route provides you with a user ID and password to enable you to access restricted areas of this website or other content or services, you must ensure that the user ID and password are kept confidential. You alone are responsible for your password and user ID security. Route may disable your user ID and password at its sole discretion without notice or explanation.

User Content

In these terms and conditions, “your user content” means material (including without limitation text, images, audio material, video material and audio-visual material) that you submit to this website, for whatever purpose. You grant to Route a worldwide, irrevocable, non-exclusive, royalty-free license to use, reproduce, adapt, publish, translate and distribute your user content in any existing or future media. You also grant to Route the right to sub-license these rights, and the right to bring an action for infringement of these rights. Your user content must not be illegal or unlawful, must not infringe any third party's legal rights, and must not be capable of giving rise to legal action whether against you or Route or a third party (in each case under any applicable law).

You must not submit any user content to the website that is or has ever been the subject of any threatened or actual legal proceedings or other similar complaint. Route reserves the right to edit or remove any material submitted to this website, or stored on its servers, or hosted or published upon this website. In relation to user content, Route under these terms and conditions does not undertake to monitor the submission of such content to, or the publication of such content on, this website.

No Warranties

This website is provided “as is” without any representations or warranties, express or implied. Route makes no representations or warranties in relation to this website or the information and materials provided on this website. Without prejudice to the generality of the foregoing paragraph, Route does not warrant that:

this website will be constantly available, or available at all; or

the information on this website is complete, true, accurate or non-misleading.

Nothing on this website constitutes, or is meant to constitute, advice of any kind. If you require advice in relation to any legal, financial or medical matter you should consult an appropriate professional.

Limitations Of Liability

Route will not be liable to you (whether under the law of contact, the law of torts or otherwise) in relation to the contents of, or use of, or otherwise in connection with, this website:

to the extent that the website is provided free-of-charge, for any direct loss;

for any indirect, special or consequential loss; or

for any business losses, loss of revenue, income, profits or anticipated savings, loss of contracts or business relationships, loss of reputation or goodwill, or loss or corruption of information or data.

These limitations of liability apply even if Route has been expressly advised of the potential loss.


Nothing in this website disclaimer will exclude or limit any warranty implied by law and which is unlawful to exclude or limit; and nothing in this website disclaimer will exclude or limit the liability of Route in respect of any:

death or personal injury caused by the negligence of Interswitch Limited or its agents, employees or shareholders/owners;

fraud or fraudulent misrepresentation on the part of Route; or

matter which it would be illegal or unlawful for Route to exclude or limit, or to attempt or purport to exclude or limit, its liability.


By using this website, you agree that the exclusions and limitations of liability set out in this website disclaimer are reasonable. If you do not think they are reasonable, you must not use this website.

Other Parties

You accept that, as a limited liability entity, Route has an interest in limiting the personal liability of its officers and employees. You agree that you will not bring any claim personally against Route's officers or employees in respect of any losses you suffer in connection with the website. Without prejudice to the foregoing paragraph, you agree that the limitations of warranties and liability set out in this website disclaimer will protect Route's officers, employees, agents, subsidiaries, affiliates, successors, assigns and sub-contractors.

Unforceable Provisions

If any provision of this website disclaimer is, or is found to be, unenforceable under applicable law, that will not affect the enforceability of the other provisions of this website disclaimer.


You hereby indemnify Route and undertake to keep Route indemnified against any losses, damages, costs, liabilities and expenses (including without limitation legal expenses and any amounts paid by Route to a third party in settlement of a claim or dispute on the advice of Route's legal advisers) incurred or suffered by Route arising out of any breach by you of any provision of these terms and conditions, or arising out of any claim that you have breached any provision of these terms and conditions.

Breaches Of These Terms And Conditions

Without prejudice to Route's other rights under these terms and conditions, if you breach these terms and conditions in any way, Route may take such action(s) it deems appropriate to deal with the breach, including suspending your access to the website, prohibiting you from accessing the website, blocking computers using your IP address from accessing the website, contacting your Internet service provider to request that they block your access to the website and/or bringing court proceedings against you.


Route may revise these terms and conditions from time-to-time. Revised terms and conditions will apply to the use of this website from the date of the publication of the revised terms and conditions on this website. Please check this page regularly to ensure you are familiar with the current version.


Route may transfer, sub-contract or otherwise deal with its rights and/or obligations under these terms and conditions without notifying you or obtaining your consent. You may not transfer, sub-contract or otherwise deal with your rights and/or obligations under these terms and conditions.

Entire Agreement 

These terms and conditions, together with Route’s Privacy Policy constitute the entire agreement between you and Route in relation to your use of this website, and supersede all previous agreements in respect of your use of this website.

Law And Jurisdiction 

These terms and conditions will be governed by and construed in accordance with the laws of the republic of Kenya, and any disputes relating to these terms and conditions will be subject to the exclusive jurisdiction of the courts thereof.

Integrated Management System

Route, we are committed to delivering integrated digital payment solutions and transactional services that consistently satisfy the requirements of our customers and exceed their expectations.

This is accomplished through the effective implementation and continual improvement of an Integrated Management System (IMS) that ensures compliance with the requirements of the ISO 9001:2015, ISO 22301, ISO 20000, ISO 27001 and ISO 45000 standards, conveying exceptional competence and committed workforce in all areas of our operations to meet all legal and applicable regulatory requirements.

These policies set the framework for the establishment and reviewing of our IMS objectives.


Our responsibility as Route

At Route , securing your personal information and transaction details and consistently keeping these confidential is our utmost priority. We take stringent and appropriate measures to protect the security of your personal information and prevent unauthorized access to such information. Route continuously monitors developments in information security and we therefore update our processes and infrastructure to ensure consistency with best-in-class industry practices.

Through whichever of our channels you choose to transact, we are committed to maintaining information security when collecting, using, or sharing information about you.

Tips for keeping your transactions safe from fraud
Fraudsters have intensified efforts to get personal information and card data of unsuspecting users with the aim of committing fraud. However clever their scams can be, it is our priority at Route continuously empower you with information and tips that let you know how they work and how to avoid them.

Tips to prevent Phishing
Phishing takes place when fraudsters pretending to be from well-known companies, banks, other organizations, or government agencies contact consumers and try to trick them into revealing their personal information. The information provided by the unsuspecting customer is then used to commit fraud like opening new accounts in your name or taking over existing accounts like online banking etc.

It can happen over the phone, on email or even through text messages. You can protect yourself with these quick tips:

Always be on your guard. Ensure you only open emails, attachments, and links from people you are sure you know.Always investigate and verify what you see. Fraudsters now find it easy to illegally apply the colors, logos and header of an established organization to present emails in a way that make them look legitimate.Never reveal any of your personal or financial information (PINs, Passwords, Card Numbers, Security Questions etc) in an email, text or over the phone.
Always pay attention to a website's URL.

Hover over any links to see where they lead. Rather than click on suspicious links, always access the online banking portals you use from your respective banks’ verified authentic websites.If you are unsure whether an email request is legitimate, try to verify it by contacting the company directly.

Report suspected phishing emails to

Ensure your devices are updated with the latest effective anti-virus and always keep your software updated. Make sure you keep your anti-virus software up to date.
If, for any reason, you believe your payment card data or transactional details may have been compromised in a data breach, please contact us immediately for guidance.

Password security tips for you
Passwords represent the keys to your personal and account information. Care must be exercised in constructing and maintaining passwords. The following are some easy steps that you can take to protect yourself from having your personal information compromised.


• Use at least eight (8) characters
• Use both letters and numbers
• Use special characters if possible (e.g !,@#&$)
• Use Upper and lower case
• Use combined or misspelled words
• Always guard your fingers when typing
• Change passwords periodically or when you suspect compromise


• Do not use names
• Do not use personal information
• Do not use dictionary words
• Do not write it on a sticky note and paste it on your monitor
• Do not keep it in a drawer or write it in your dairy
• Do not use the same password for several applications
• Do not recycle old passwords
• Do not send through mail or SMS
• Do not disclose it to someone else