Last updated: October 8, 2026
Queuella (“we,” “our,” or “us”) operates a multi-tenant appointment scheduling and walk-in queue management platform for service businesses such as salons, spas, barbershops, and clinics. We send transactional SMS messages from our toll-free number +1 844 352 4136 on behalf of independent businesses (our customers) to their end customers (the recipients) in the United States. Every message starts with the business name, so recipients always know who is texting them. This page describes how recipients opt in, what messages they receive, and how they can opt out at any time.
Queuella does not send marketing or promotional SMS. All messages are transactional and tied to a specific appointment or walk-in queue event the recipient initiated.
SMS consent is an explicit, unchecked-by-default tick-box next to the phone number field — it is never implied by providing a phone number, and it is separate from the WhatsApp/email transactional disclosure that also appears on these surfaces. Recipients affirmatively consent through one of the following three opt-in surfaces.
An end customer visits the public booking page of a Queuella business (typically queuella.com/appointment?org=<business>&mode=booking or a custom domain). They select a service and time slot, then enter their name, phone number, and email. Next to the phone field is an unchecked checkbox labelled:
“Text me appointment and queue updates from Riverside Studio via Queuella”
Directly beneath the checkbox, the full disclosure reads:
“Queuella. Message types: appointment confirmations, reminders, queue updates. Message frequency varies. Msg & data rates may apply. Reply STOP to opt out, HELP for help. See SMS policy and privacy policy.”
The recipient must tick the box themselves before the booking can be submitted with SMS consent recorded; leaving it unticked still completes the booking, just without SMS.
At a participating business, the customer enters their name and phone number on an in-store tablet kiosk to join the live queue. The kiosk screen shows the same unchecked checkbox and disclosure as section 2.1, next to the phone field, before the customer can submit.
A staff member may schedule an appointment for a customer who is present (in person or on a call) from the staff dashboard's Quick Book form. There, the checkbox is labelled for the staff member instead of the customer:
“Customer agreed verbally to receive texts from Riverside Studio via Queuella”
with the same disclosure beneath it. Staff tick this box only after the customer verbally confirms, on that call or in person, that they want to receive texts — never on the customer's behalf without that confirmation, and never merely because a phone number was entered.
All messages are transactional. We do not send marketing, promotional, or third-party content. Sample messages:
Message frequency varies. A recipient with a single appointment typically receives 2–4 messages per appointment (booking confirmation, reminder before the appointment, and walk-in/queue updates if applicable). Recipients with no upcoming activity receive no messages.
Recipients can opt out at any time and at no cost by replying STOP to any message we send. Every message to a U.S. number ends with “Reply STOP to opt out.” The opt-out is applied by the wireless carrier and Amazon Web Services the moment it is received, and it stops all texts from our number, for every business that uses Queuella. To start receiving texts again, reply START. For WhatsApp, a STOP reply is recorded in our system and also blocks any future SMS from that business to the same phone number.
Recipients can request help at any time by replying HELP. We respond with: “Queuella: appointment & queue updates from businesses you visit. Msg & data rates may apply. Reply STOP to opt out. Help: support@queuella.com” You can also contact the business that booked you, or visit queuella.com/help.
Msg & data rates may apply. Rates depend on your wireless carrier and plan — we do not charge for sending or receiving messages. Carriers are not liable for delayed or undelivered messages. In short: Reply STOP to opt out, HELP for help.
For recipients in regions where WhatsApp is the primary messaging channel outside the U.S. and Canada, Queuella may send the same transactional notifications via WhatsApp Business instead of SMS. WhatsApp opt-in works differently from the SMS tick-box described in section 2: on the same booking, kiosk, or staff quick-book screen, a disclosure line (“We'll send booking updates by WhatsApp or email. Reply STOP to opt out.”) is shown next to the phone field, and proceeding past it records a consent timestamp — there is no separate WhatsApp tick-box. Message types and frequency are the same as described above. Recipients can opt out of WhatsApp by replying STOP, blocking the sender in WhatsApp, or contacting the business that booked them; a WhatsApp STOP also blocks SMS to that same number (see section 5).
Phone numbers are stored only to deliver the messages described above and to honor opt-out requests. We do not sell, rent, or share recipient phone numbers with third parties for marketing or advertising. Carrier-level message metadata is processed by Amazon SNS under AWS's privacy policy. For full details on how Queuella handles personal data, see our Privacy Policy.
Questions about this policy or messaging from Queuella: support@queuella.com.