1. Who we are and what this covers
ShieldBill is payment orchestration software operated by ShieldBill LLC (“ShieldBill”, “we”, “us”). Online businesses (“Merchants”) use it to route and retry payments across their own payment processor accounts and to manage subscriptions. Our website, dashboard, APIs and hosted checkout are together the “Services”.
This policy explains how we handle personal information about:
- visitors to https://shieldbillpay.io;
- Merchants and the people who use a Merchant’s ShieldBill account;
- people who buy from a Merchant that uses ShieldBill (“Customers”).
It covers personal information collected through, or held in, the Services. It does not cover what a Merchant does with information in its own systems; the Merchant’s own privacy notice does.
2. Our two roles
For Merchants and site visitors, we are the controller. We decide why and how their personal information is used, and this policy applies in full.
For Customers, the Merchant is the controller and we are its processor. We process Customer information only on the Merchant’s instructions and under our agreement with it, to take and manage the payments the Customer made with that Merchant. If you are a Customer, the Merchant you bought from is the right first contact for questions about your data. We will help if you cannot reach them (see “Your rights”).
3. Information we collect
Website visitors
This website does not use analytics, advertising or tracking cookies. Our hosting provider records standard request logs (IP address, browser, pages requested and time) to deliver the site and protect it from abuse.
If you use the enquiry form on our home page, we receive your email address and the business details you provide: industry, company country, approximate payment volume, current payment requirements and optional website. We use these details to assess your enquiry and reply to you. Before the form sends, Cloudflare Turnstile checks that a person is using it; it reads technical signals from your browser to do so and does not set advertising cookies.
Merchants and their team members
- Identity and contact: name, work email, phone number, role, and sign-in and second-factor records.
- Business details: legal name, address, website, registration and tax numbers, and the owners’ and directors’ details we need to verify the business.
- Billing: the payment method used to pay our fees (collected and stored by our payment provider; we keep only its brand, last four digits and expiry), invoices and payment history.
- Processor connections: the credentials or permissions you grant us for your processor accounts, which we store encrypted.
- Usage and security: actions taken in the dashboard and through the API, IP address, device and browser, kept in audit logs.
- Correspondence: messages you send our support team.
Customers (on a Merchant’s behalf)
- name, email address, phone number, and billing and shipping addresses;
- payment details: card numbers are entered into fields hosted by PCI DSS validated providers and stored in their vaults. We receive a token plus the card’s brand, last four digits, expiry, country and issuing bank;
- purchase, subscription, refund and dispute history, and processor responses such as decline reasons;
- IP address and device information, used for fraud screening and card authentication (3-D Secure).
4. How we use it, and why we may
- To provide the Services: open and run accounts, route and retry payments, run subscriptions, send webhooks to the Merchant, and give support. This is necessary to perform our contract with the Merchant.
- To bill our fees: issue invoices and charge the payment method on file. Contract.
- To keep payments and accounts safe: verify businesses, detect fraud and misuse, enforce our terms and secure our systems. Our legitimate interests, and legal obligations where they apply.
- To meet legal obligations: tax and accounting records, responses to lawful requests, and card network rules.
- To improve the Services: measure performance, such as approval rates by decline reason, using aggregated or de-identified data. Our legitimate interests.
- To tell Merchants about the Services: product and service updates, where the law allows, with an opt-out in every marketing message.
We do not sell personal information, and we do not share it for cross-context behavioural advertising. We do not use Customer information for our own marketing.
6. International transfers
The Services are hosted in the United States, and our service providers may process information in other countries too. Where information from the UK, the EEA or Switzerland is transferred to a country without an adequacy decision, we rely on the European Commission’s Standard Contractual Clauses (with the UK addendum where it applies) or another lawful transfer mechanism.
7. How long we keep it
- Merchant account information: for as long as the account is open, then up to 30 days for export.
- Payment, invoice and transaction records: as long as tax, accounting and card network rules require, typically up to 7 years after the transaction.
- Audit and security logs: up to 2 years, unless needed longer for an investigation.
- Website request logs: up to 30 days.
- Customer information held for a Merchant: as the Merchant instructs, and deleted or returned when the Merchant leaves, except records we must keep by law.
After that, we delete the information or anonymise it so that it no longer identifies anyone. Deleted information leaves our encrypted database backups within 14 days, as older backups are replaced.
8. How we protect it
We encrypt information in transit and at rest, encrypt processor credentials with separately managed keys, keep full card numbers out of our systems, limit staff access to those who need it, let every user protect their sign-in with a second factor, and record who did what in audit logs. No system is perfectly secure. If a breach affects your information, we will notify you and the relevant authorities as the law requires. To report a vulnerability, write to security@shieldbill.io.
9. Your rights
Depending on where you live, you may have the right to:
- access the personal information we hold about you, and receive a copy in a portable format;
- have it corrected, or deleted;
- object to, or ask us to restrict, how we use it;
- withdraw consent where we rely on it;
- opt out of marketing at any time;
- for California residents, know what we collect and why, and not be discriminated against for using these rights. We do not sell or share personal information as the CCPA defines those terms.
To use a right, write to privacy@shieldbill.io. We will verify your request and reply within one month, or sooner where the law requires. Customers: we will pass your request to the Merchant you bought from, since they control your data, and help them respond.
You may also complain to your local data protection authority. We would appreciate the chance to resolve your concern first.
11. Children
The Services are for businesses and are not directed at children. We do not knowingly collect personal information from children under 16. If you believe we have, contact us and we will delete it.
12. Changes to this policy
We will post any update here with a new effective date. If a change is material, we will tell Merchants by email or in the dashboard before it takes effect.
13. Contact
ShieldBill LLC, 1021 E Lincolnway, Suite #10173, Cheyenne, Wyoming 82001, United States. Privacy questions and requests: privacy@shieldbill.io.