Queue Customer Privacy Notice

Version 2026-09-08-alpha · Effective 8 September 2026

This notice is for people joining a QueueIn queue. QueueIn is operated by Effortless Engine Sdn. Bhd. (Company No. 202601018243 / 1680340-K). The business operating the queue decides how it serves you and may be responsible for its own use of your information. QueueIn handles information needed to provide and secure the queue service.

1. Personal data we use

Depending on how you join and which features you choose, we may use your name or call label, mobile number, queue and outlet, party size, queue position and status, timestamps, appointment or arrival details, language, privacy acknowledgement, notification choices, browser or push token, WhatsApp session identifiers, and technical or security data such as device, browser and IP-derived logs. QueueIn does not ask you to enter a diagnosis, medical history, identity-card number or payment-card details into the queue form. A clinic queue may nevertheless reveal health-related context, so do not enter unnecessary medical information.

2. Sources of personal data

We receive information from you, from authorised staff acting for the queue business, from your browser or device, and from service providers used for routing or delivery, including Google/Firebase for optional browser notifications and Meta/WhatsApp for optional WhatsApp messaging.

3. Why we use it

We use personal data to create and manage your queue entry; identify the name staff should call; display position, status and waiting information; send updates you request; support appointments or arrivals; prevent misuse; diagnose failures; protect the service; respond to requests; and meet legal obligations. We do not sell queue-customer personal data.

4. Required and optional information

Your name or call label, queue details, and acknowledgement of this notice and the Queue Customer Terms are required to create a self-service queue entry. A mobile number is required where the join form marks it as required. Without required information, QueueIn may be unable to create, identify or update your entry. Browser notifications and WhatsApp updates are separate, optional choices; declining them does not stop you joining the queue.

Optional QueueIn feedback (added 23 September 2026): If you choose to send feedback, we ask for two QueueIn ratings and offer an optional comment. Please do not include names, contact details, medical information or details of your care. We email the ratings, any comment, the account and outlet, queue status and queue item ID to QueueIn's founder to improve the product. Our email delivery provider processes that email, potentially outside Malaysia; clinic staff do not receive it. Feedback emails and provider records are separate from the queue record's 24-hour identifying-data cleanup. Contact us about access or deletion.

5. Recipients and overseas processing

Relevant information may be available to authorised staff of the business operating your queue. It may also be processed by vendors supporting hosting, databases, backups, content delivery, monitoring, security and customer support; by Google/Firebase if you enable browser notifications; by Meta/WhatsApp if you enable WhatsApp updates or contact staff through WhatsApp; by professional advisers; or by authorities where legally required. Some providers may process data outside Malaysia. Where applicable, we use purpose limits, access controls, minimisation, contractual safeguards and an available legal condition for overseas processing. Contact us if you need more information about relevant provider or destination classes.

6. WhatsApp notifications

WhatsApp notifications are available only where enabled for the account and after a separate opt-in. If enabled, QueueIn and Meta/WhatsApp may process your recipient number, provider identifiers, relevant queue status, session information and delivery results. Delivery is not guaranteed. Use the supported withdrawal instruction, such as STOP, in the WhatsApp conversation to stop future automated queue updates; this does not remove you from the queue. A staff-opened WhatsApp chat is a manual conversation and is not an automated QueueIn notification.

7. Retention and deletion

QueueIn automatically deletes your directly identifying name, mobile number, mobile-number hashes, notification tokens and WhatsApp session identifiers from its active queue record once your queue entry is inactive and at least 24 hours old. A pseudonymous queue record, including its system-generated item number, status and timestamps, may remain for operations, security, audit or legal purposes. Provider records and protected backups may follow different retention cycles. See Queue Customer Data Deletion.

8. Security

We use proportionate access controls, encryption in transit, operational monitoring, data minimisation and retention controls. No internet service can guarantee absolute security. Protect your waiting link and tell the queue business or QueueIn if you believe it has been exposed.

9. Your rights and choices

Subject to applicable law, you may ask to access or correct your personal data, withdraw an optional permission, limit certain processing, object where available, seek data portability where applicable, request deletion, or raise a concern about damage or distress caused by misuse. We may request only the verification reasonably needed to protect your information. Withdrawing an optional notification choice does not invalidate earlier permitted processing.

10. Contact, complaints and changes

Email [email protected]. Do not send identity documents, medical information, waiting links or full contact details in your first message; we will explain any verification needed. You may also complain to Malaysia's Personal Data Protection Commissioner. We may update this notice, and a materially changed version may require acknowledgement for a new queue entry.

Also read the Queue Customer Terms. Clinic owner or staff? See the Business Subscription Terms and Business-Account Privacy Notice.