Effective October 9, 2026 · Last updated: October 7, 2026
Queuella LLC, a Texas limited liability company (“Queuella,” “we,” “our,” or “us”), operates the Queuella platform — a queue management, check-in, appointment booking and point-of-sale service for businesses, including the Queuella staff app for iOS. Our contact email is support@queuella.com.
Account information: When you create a workspace, we collect your name, email address, business name, industry, country, and timezone.
Customer/guest data: When your customers use your booking, check-in or kiosk pages, or your team adds them, we collect the name, phone number, and email address they or your team provide. We also keep the records your business creates about them: visits and appointments, notes, purchases, loyalty points, message preferences, and any consent forms they sign, including their signature. This data is stored on your behalf as a data processor.
Team member data: For your team members we collect their name, role and, where you add them, their email address and phone number. Staff PINs are stored only as one-way hashes, never in readable form. We also record clock-in and clock-out times (timecards), scheduled shifts, and which team member handled each visit, sale, refund or void.
Sales records: When your business uses Queuella’s point of sale, we store each sale, refund and void: the items, prices, discounts, taxes and tips, how it was paid (for example cash, card, or a QR code shown at checkout), receipt details, and the reason given and the team member who approved each refund or void. For QR code payments your customer pays in their own payment app, and Queuella records only that the sale was paid by QR code.
Messages: When your business sends SMS, WhatsApp or email messages through Queuella, both automatic notifications and messages written by your team, we store the message content, the recipient’s phone number or email address, the delivery status, and replies received through Queuella, so your team can see the conversation history.
Devices and push notifications: When a device is registered to your workspace, we keep a record of it. If the Queuella staff app is allowed to show notifications, we store the push notification token Apple issues for that device so we can deliver notifications to it.
Usage data: We do not use third-party analytics, advertising or tracking tools on our website or in the Queuella staff app, and we do not sell personal data. Our servers keep operational logs of requests and errors so we can run, secure and troubleshoot the service. For security and record-keeping, we record the IP address and browser or device type with audit log entries (such as staff PIN sign-ins and settings changes), timecard entries, and signed consent forms.
Payment information: Billing for your Queuella plan, and in-person card payments taken through Queuella, are processed by Stripe. Card payments run on your business’s own Stripe account. We never see or store full card numbers. For card payments we store the card brand, last 4 digits, card type and country, how the card was read, the receipt codes card networks require, Stripe’s reference numbers for each payment, refund and dispute, and the name and last 4 digits of your payout account. See Stripe’s Privacy Policy for details.
For appointments, Queuella can calculate a no-show risk indicator (low, medium or high) from the customer’s missed appointments at that business, how often appointments on that weekday and hour are missed there, and how far ahead the booking was made. It is shown only to that business’s team members. Queuella takes no automated action based on it; what happens next is up to the business.
We do not sell your personal data. We share data only with:
We use these providers under their standard terms of service and, where offered, their data processing terms.
Mobile phone numbers and SMS consent are never shared with third parties or affiliates for their marketing or promotional purposes. Text messaging opt-in data and consent are not shared with any third parties, except the SMS delivery provider listed above, which uses them only to deliver the messages. See our SMS policy for details.
We retain your account data for as long as your workspace is active. If you close your workspace, we keep its data for a 30-day grace period, during which signing in again restores it, and then permanently delete it, except where we are required to retain it for legal or accounting purposes. A workspace on the free plan with no activity for 21 days is closed after email reminders and permanently deleted 10 days later unless the owner signs in again. Delivery logs for automatic messages are deleted after 30 days; the conversation history stays with the workspace. If your business takes card payments through Queuella, deletion of your workspace and all of its data may be delayed until card payments are disconnected, no card payment, refund or dispute is still open, and 180 days have passed since your workspace’s last card payment. Card payment records are kept as the Queuella Payments Terms describe.
Depending on your location, you may have the right to:
If you are a customer of a business that uses Queuella, that business decides how your data is used and we process it on the business’s behalf. You can ask the business directly, or contact us and we will act on your request or pass it to the business.
To exercise any of these rights, contact us at support@queuella.com. We will respond within 30 days. Step-by-step deletion instructions are on our Data Deletion Instructions page.
We use only essential cookies: to sign you in, keep sessions and shared staff devices secure, and remember device settings. We do not use analytics or advertising cookies. You can control cookies through your browser settings, but blocking essential cookies will stop you from signing in.
We implement industry-standard security measures including encryption in transit (TLS), access controls, and audit logs. Account passwords are handled by Amazon Cognito and are never stored by Queuella, and staff PINs are stored only as one-way hashes. However, no system is completely secure. Please use a strong, unique password for your Queuella account.
Support access to your workspace. Queuella support can view your workspace only with your permission — either because you granted access from your settings or because you approved a request from support. Access is time-limited (60 minutes by default, up to a maximum of 4 hours), ends automatically, and you can revoke it at any time. It is read-only by default: any change requires your separate, explicit approval, and is limited to queue and settings changes, such as opening hours, kiosk settings and service prices. Support can never take or refund payments, change billing, payouts or card settings, change staff PINs or credentials, or export or delete your data. Every action taken during a support session is logged and visible to you in your settings (Support access history). This is carried out by Queuella personnel within Queuella’s own systems; we do not use third-party screen-sharing tools. This applies from October 16, 2026.
Queuella is not directed at children under 13. We do not knowingly collect personal data from children under 13.
We may update this policy from time to time. We will notify registered users of material changes by email. Continued use of the platform after changes take effect constitutes acceptance of the updated policy.
Questions about this policy? Contact us at support@queuella.com.