Customer Terms of Service

These Customer Terms of Service ("Terms") govern your use of QueueIn, a service operated by Effortless Engine Sdn. Bhd. (Company No. 202601018243 / 1680340-K), a Malaysian private company limited by shares ("QueueIn", "we", "us"), as a customer who joins a queue at a restaurant, clinic, café, event, or other establishment ("Business") that uses QueueIn to manage its queue. By joining a queue through QueueIn — whether through a kiosk, QR code, or public link — you agree to these Terms.

These Terms are written for customers. Separate terms govern Businesses that operate queues on QueueIn.

1. Who these Terms are between

These Terms are an agreement between you and QueueIn covering your use of the QueueIn platform. They are separate from any agreement you have with the Business whose queue you are joining. The Business remains responsible for the underlying goods or services you are queuing for.

QueueIn hosts the queue, stores data, applies security controls, and (where you opt in) delivers WhatsApp or push notifications. The legal controller/processor role may depend on the activity and applicable agreement; see the Privacy Policy for the factual data flow.

2. The service we provide

As a customer, QueueIn lets you:

• Join a Business's queue from a kiosk, public link, or QR code.
• See your queue number, position, and an estimated wait time.
• Receive in-app or browser push notifications when it is your turn.
• Optionally opt in to WhatsApp notifications from the Business via QueueIn.
• Optionally join a Business's VIP / loyalty list, where offered.

Some features depend on settings the Business configures — for example, whether a party size is requested, whether VIP signup is offered, and which languages the Business supports.

3. Eligibility

QueueIn does not identify or verify whether a queue entrant is a patient, minor, guardian, or dependent. By joining a queue, you confirm that you are authorised to provide the contact details submitted and to receive generic queue updates at that number.

4. Acceptable use

You agree not to:

• Submit a name or phone number that is not yours or that you do not have permission to use.
• Use QueueIn to harass, threaten, defame, or impersonate any person, Business, or staff member.
• Submit false or misleading queue entries (e.g. fake bookings, ghost names) to disrupt a Business's operations.
• Attempt to access another customer's account, queue entry, or notifications.
• Scrape, copy, or systematically extract data from QueueIn.
• Probe, scan, or test the platform for vulnerabilities outside an authorised security research arrangement with us.
• Use QueueIn to send spam, advertising, or unsolicited messages to a Business or its staff.
• Use QueueIn for any unlawful purpose, or in any way that breaches Malaysian law.

We may remove your queue entry, suspend your access, or refer the matter to law enforcement if you breach this section.

5. Notifications and WhatsApp

QueueIn may send you queue updates by in-app message, browser push notification, or WhatsApp. WhatsApp updates are off by default. From the waiting page, you may open WhatsApp and send the pre-filled Track <token> message to opt in for that queue. The waiting page remains available without WhatsApp. Meta may process your phone number and generic queue updates outside Malaysia.

WhatsApp messages from QueueIn are intentionally generic (e.g. "Your turn is coming up") and will not include sensitive details such as the name of a doctor or treatment. See Privacy Policy for details.

You can stop WhatsApp updates at any time by replying STOP (or UNSUBSCRIBE, CANCEL, or BERHENTI) to any message we send you on WhatsApp, by blocking our number, or by emailing us at the address in section 13. QueueIn processes a supported withdrawal across all active QueueIn WhatsApp sessions for that sender under the same WhatsApp Business Account. This does not remove you from any queue.

6. Privacy

Your use of QueueIn is also subject to the QueueIn Customer Privacy Policy. Please read it — it explains what data we collect, how long we keep it, who else sees it (including Meta when you opt in to WhatsApp), and your rights under PDPA.

7. Data retention and deletion

Waiting links stop working when their queue entry becomes inactive or its queue closes. Legacy signed links additionally expire after 24 hours. Short-link credentials are subsequently cleared from QueueIn's primary database by scheduled retention cleanup.

For non-VIP queue entries, directly identifying name and contact fields are automatically minimised after the queue item is inactive and at least 24 hours old. Pseudonymous queue and operational records may remain longer. QueueIn-held minimised WhatsApp consent, withdrawal, outbound-outcome, and webhook replay/deduplication evidence is scheduled for hard deletion from the live/primary database no later than 72 hours after the applicable event or terminal trigger. This does not promise deletion of Meta/provider copies or verified backup deletion.

To request deletion, see the Data Deletion Instructions page. You can also email us using the address in section 13.

8. Alpha / development-stage disclaimer

9. Service provided "as is"

To the maximum extent permitted by Malaysian law, QueueIn is provided on an "as is" and "as available" basis. We do not warrant that:

• the service will be uninterrupted, secure, or error-free;
• any specific notification will be delivered, delivered on time, or read by you;
• your queue position, estimated wait time, or any other displayed information will be accurate at every point in time;
• the Business will serve you in any particular timeframe or at all.

We disclaim all implied warranties of merchantability, fitness for a particular purpose, and non-infringement, except those that cannot be excluded under applicable law.

10. Limitation of liability

To the maximum extent permitted by Malaysian law, QueueIn's total liability to you arising out of or in connection with these Terms or your use of the service is limited to a total of RM 100 (one hundred ringgit Malaysia). This cap applies in aggregate across all claims, regardless of the legal theory.

In no event will QueueIn be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, including (without limitation) lost profits, lost opportunities, lost goodwill, missed appointments, or wasted time, even if we have been advised of the possibility of such damages.

Nothing in these Terms limits liability that cannot be limited under Malaysian law (for example, liability for fraud or for death or personal injury caused by negligence).

11. Changes to the service or these Terms

We may update QueueIn from time to time, including adding, changing, or removing features. We may also update these Terms. The "Last updated" date at the top of this page reflects the current version. If a change is material, we will provide reasonable notice on the QueueIn join queue page or by direct notification before it takes effect. Continuing to use QueueIn after a change means you accept the updated Terms.

12. Governing law

These Terms are governed by the laws of Malaysia. Any dispute arising out of or in connection with these Terms will be subject to the exclusive jurisdiction of the courts of Malaysia.

13. Contact

Questions, feedback, or requests under these Terms or under PDPA can be sent to:

• Effortless Engine Sdn. Bhd. (Company No. 202601018243 / 1680340-K), operator of QueueIn — [email protected]; phone +601111550235.
• Or contact the Business you joined directly — their staff can also relay your request to QueueIn.