1. Introduction
Queue 24 is a clinic queue and appointment-management platform designed to help patients discover clinics, join queues, and receive queue updates. It also helps doctors and receptionists manage clinic operations and patient queues.
In this Privacy Policy, “Queue 24”, “we”, “us”, and “our” refer to the operator of the Queue 24 application and website. “You” or “user” refers to a patient, doctor, receptionist, clinic member, or visitor.
2. Information we collect
2.1 Account and authentication information
- Mobile number used for authentication.
- Firebase authentication identifier or equivalent account identifier.
- Name and account role.
- Email address, where provided.
- Authentication and account activity information.
2.2 Patient information
- Patient name, age, gender, and phone number.
- Address, blood group, and emergency contact details when provided.
- Clinic queue entries, token numbers, visit reasons, and queue status.
- Saved clinics and user preferences.
2.3 Doctor information
- Doctor name, phone number, specialty, and professional profile details.
- Clinic ownership and clinic-management information.
- Clinic schedule, operating status, queue settings, and consultation settings.
- Queue-management activity associated with the doctor account.
2.4 Receptionist information
- Receptionist name, phone number, and account identifier.
- Clinic memberships, invitations, permissions, and membership status.
- Queue actions performed by the receptionist account.
- Patient details entered into a clinic queue by the receptionist.
2.5 Technical information
- Device type, operating system, app version, and technical diagnostics.
- Crash information and application performance data.
- Security logs and timestamps related to account activity.
We do not intentionally collect precise location data unless a future feature clearly explains why it is needed and obtains appropriate permission.
3. Role-specific information use
Patients
Patients can search for active clinics, view clinic information, save clinics, join queues, and receive queue-related updates.
Doctors
Doctors can manage their clinic profile, operating hours, queue settings, and patient queue operations permitted by their account.
Receptionists
Receptionists can manage assigned clinic queues, add patients, check patients in, update queue statuses, and perform actions allowed by clinic permissions.
4. How we use information
We use information for the following purposes:
- To create and authenticate user accounts.
- To provide patient, doctor, and receptionist features.
- To display clinics, doctor profiles, schedules, and queue availability.
- To generate and manage queue tokens.
- To send queue alerts, service notifications, and operational updates.
- To verify clinic membership and role-based permissions.
- To respond to support requests and account-deletion requests.
- To prevent fraud, misuse, unauthorized access, and security incidents.
- To troubleshoot errors and improve reliability and usability.
- To comply with applicable legal and regulatory obligations.
We will not use personal information for unrelated purposes without providing appropriate notice or obtaining consent where required.
6. Health and sensitive information
Some information entered by a patient may be sensitive or health-related, such as blood group, reason for visit, age, gender, emergency contact details, or queue history. Please provide only information that is necessary for the requested clinic service.
Doctors and receptionists must access patient information only for legitimate clinic operations and only according to their assigned role and permissions. They must not copy, export, disclose, or misuse patient information outside authorized purposes.
Patients should verify that the selected clinic is correct before joining a queue or submitting information.
7. Security
We use reasonable technical and organizational safeguards to protect information against unauthorized access, alteration, disclosure, or destruction.
These safeguards may include:
- Firebase Authentication and authenticated access controls.
- Role-based access to clinic and queue features.
- Firestore security rules and permission checks.
- Encrypted network communication where supported by the service infrastructure.
- Logging, monitoring, and error reporting for security and reliability.
- Restricted access for staff and service providers.
No electronic transmission or storage system is completely secure. You are responsible for protecting your phone, OTPs, login credentials, and account access.
8. Retention and account deletion
We retain information only for as long as reasonably necessary to provide services, maintain operational records, resolve disputes, prevent abuse, comply with legal obligations, and protect the security of Queue 24.
8.1 Account deletion request
Patients, doctors, and receptionists may request account deletion from the Help and Support section of the application or by contacting us at hello.queue24@gmail.com .
After receiving a valid request, we may verify the request, disable access, review legal or operational retention requirements, and delete or anonymize eligible personal information.
Some information may be retained where required by law, needed to resolve disputes, required for security or fraud prevention, or necessary to maintain legally required records. When information is retained, access and use will be limited to the applicable purpose.
8.2 Deletion of clinic and queue records
Deleting an account may not immediately remove records that are associated with a clinic, queue, audit trail, or other users. Such records may be retained, anonymized, or modified where necessary for clinic operations, security, legal compliance, or dispute resolution.
9. Your choices and rights
Subject to applicable law and verification requirements, you may contact us to request:
- Information about personal data associated with your account.
- Correction of inaccurate or incomplete information.
- Deletion or erasure of eligible personal information.
- Withdrawal of consent where processing is based on consent.
- Information about the status of an account-deletion request.
- Resolution of a privacy or security complaint.
To protect accounts, we may request verification before processing an access, correction, deletion, or consent-withdrawal request.
To submit a request, email hello.queue24@gmail.com with your name, registered phone number, account role, and the request you want to make. Do not send OTPs, passwords, or unnecessary medical information by email.
9.1 Complaints and grievances
If you have a privacy complaint or believe your information has been misused, contact us first using the details below. We will review the complaint and respond within a reasonable period required by applicable law.
10. Children's privacy
Queue 24 is intended for use by adults and authorized clinic staff. If a minor requires clinic services, a parent, guardian, or authorized adult should provide information and use the service where appropriate.
If we learn that personal information was collected from a child without the required authorization, we will take reasonable steps to review and delete the information where required.
11. Third-party services and links
Queue 24 may use third-party infrastructure and may contain links or actions that open external services, such as phone, email, maps, or app-store pages. Third-party services have their own terms and privacy policies.
We are not responsible for the privacy practices, content, security, or availability of third-party services that you access outside Queue 24.
12. Changes to this Privacy Policy
We may update this Privacy Policy when our services, technology, legal obligations, or data practices change.
When changes are significant, we may provide additional notice through the application, website, or another appropriate communication channel. The updated policy will show a new “Last updated” date.
13. Contact Queue 24
For privacy questions, account deletion requests, correction requests, or complaints, contact:
Please include enough information for us to identify your request, but do not include passwords, OTPs, or unnecessary sensitive health information.