Terms, privacy and policies

These Terms of Service (the Terms) are a binding agreement between Gokul Reddy and Sridhar Dasari, carrying on business in partnership as SamayQ, a partnership firm with its place of business at Hyderabad, Telangana 500098 (SamayQ, the Firm, we, us), and the business entity that creates an account to use the Service (you, the Business). Obligations of the Firm under these Terms are obligations of its partners.

By creating an account, clicking to accept, paying a subscription fee, or using the Service, you agree to these Terms. If you are agreeing on behalf of a company, firm or other organisation, you confirm you are authorised to bind it, and “you” means that organisation.

The following documents form part of these Terms and are incorporated by reference: Acceptable Use Policy, Data Processing Addendum, Security & Data Protection, Refund & Cancellation Policy and Privacy Policy.

• “Service” the SamayQ web application, its administrative dashboard, the public pages it generates (queue status, self-join, booking, menu, ordering, invoice and display board links), its notification delivery over WhatsApp, SMS, browser push and voice, and any related APIs.
• “End Customer” an individual who joins one of your queues, makes a booking with you, orders from you, or attends as a patient — the person standing in your line. End Customers are your customers, not ours.
• “Customer Data” all data you or your staff put into the Service, and all data generated about your End Customers through your use of it — names, phone numbers, visit history, queue entries, bookings, orders, intake fields, feedback and, at clinics, the health information described in the Data Processing Addendum.
• “Authorised User” a person you invite to your account as an Owner, Admin, Manager or Staff member.
• “Plan” the subscription tier you select, as described on our pricing page, which governs your notification quota and fees.
• “Billable Notification” a WhatsApp or SMS message sent through the Service to an End Customer on your behalf. Browser (web push) notifications are not billable and are not counted against quota. Automated voice calls are billed separately per call and are not part of the quota.
• “DPDP Act” the Digital Personal Data Protection Act, 2023 and any rules made under it.

1. You must be at least 18 years old and capable of entering into a contract under the Indian Contract Act, 1872. The Service is offered for business use only. It is not intended for personal or household use.
2. You are responsible for everything done through your account, including by your Authorised Users. Keep credentials confidential, remove staff who leave, and tell us promptly at security@samayq.in if you suspect unauthorised access.
3. Roles matter. An Owner or Admin can change settings, invite staff, see billing and delete data; a Manager or Staff member can be limited to particular locations and sections, and access to customer and patient records is a separate grant. Assign roles deliberately — we act on instructions from anyone holding valid credentials for your account.
4. You must give accurate business information and keep it current, including a working contact number and email. We use these for service and billing notices.

SamayQ lets you run a live waiting line: staff add people or customers add themselves by scanning a QR code, each person gets a private status link, and the Service can notify them when their turn is near. Depending on your industry, settings and Plan it may also handle bookings, display a public menu, take table and takeaway orders and payments through your own payment account, show a queue board on a screen in your premises, place automated voice calls, collect feedback, hold a patient’s pre-consultation brief and documents at a clinic, and estimate waits using an AI model you select.

We may add, change or withdraw features. Where a change removes a feature you materially rely on, we will give reasonable notice in the dashboard or by email. Beta or flag-controlled features may be changed or removed at any time and are provided without any commitment.

1. New accounts start on a free trial: a limited period and a small allowance of Billable Notifications, as stated in the dashboard at the time you sign up. The trial is currently 2 days and 20 Billable Notifications, and we may change these limits for new accounts.
2. No payment instrument is required to start the trial, and the trial does not automatically convert into a paid Plan. When it ends, your account continues to work at free-tier limits until you choose to subscribe.
3. Trials are for evaluation. Creating multiple accounts to obtain repeated trials is a breach of these Terms.

1. Fees, Plan durations and included quotas are those shown on our pricing page or, for a custom volume plan, in the quote generated in your dashboard at the time of purchase. All amounts are in Indian Rupees.
2. Fees are payable in advance for the whole Plan period. Plan periods differ by tier — some are billed monthly and some over a longer term — and the period that applies is the one shown at checkout.
3. Usage beyond your included quota, and automated voice calls, are metered at the rates shown in your dashboard and charged in arrears: a statement is issued at the end of each billing cycle, or at your next checkout, and is payable on issue. The Free tier has no overage — it stops at its quota.
4. Where you take payments from your End Customers through the Service, that money goes to your own Razorpay account under your own agreement with Razorpay. It is not a fee to us, we are not in the flow of funds, and refunds to your customers are yours to make.
5. Fees are inclusive of all taxes currently applicable to us. If we become liable to charge Goods and Services Tax, we will add it to future invoices at the applicable rate and give you notice before doing so. Any withholding tax you are required to deduct must be supported by a certificate, and the amount payable to us will be grossed up so that we receive the agreed fee.
6. Payments are processed by Razorpay. We do not receive or store your full card or bank credentials. Your use of Razorpay is subject to Razorpay’s own terms.
7. If a charge fails, the Service may enter a dunning state. If payment is not completed before your current paid period expires, your account degrades to free-tier limits — your data is not deleted, but paid features and quota stop.

Paid Plans are set up as recurring subscriptions with a payment mandate, and renew automatically at the end of each period until cancelled. The full detail — how to cancel, what happens to access, and the narrow circumstances in which we refund — is in the Refund & Cancellation Policy, which forms part of these Terms.

In summary: you can cancel at any time from your dashboard; cancellation takes effect at the end of the period you have already paid for; you keep full access until then; and fees already paid are not refunded on a pro-rata basis.

1. Each Plan includes a number of Billable Notifications. Once the quota is exhausted, the Service stops sending WhatsApp messages for your account and falls back to browser notifications where the End Customer has enabled them. This is designed behaviour, not a fault.
2. On paid Plans, usage beyond the included quota is not cut off: it is metered at the overage rate shown in your dashboard and billed in arrears as described above, up to a credit limit. If unpaid overage passes that limit, billable sending pauses — with browser notifications continuing — until the statement is settled. On the Free tier, sending stops at the quota.
3. Message delivery depends on third parties — WhatsApp and Meta, telecom operators, and browser push services. We cannot and do not guarantee that any individual message will be delivered, delivered on time, or delivered at all. A message may fail because the recipient has no WhatsApp account, has blocked your business, is unreachable, or because a third party changed its policies.
4. A Billable Notification is counted when we submit it for delivery. Because delivery outcome is outside our control, quota is consumed on submission and messages that subsequently fail at the provider are not credited back.

1. As between you and us, Customer Data is yours. We claim no ownership of it.
2. For personal data of End Customers, you are the Data Fiduciary and we act as your Data Processor. We process that data only to provide the Service and on your instructions. The Data Processing Addendum sets out the detail and applies automatically — you do not need to sign anything separate.
3. You are responsible for the lawful basis. Before you enter someone’s phone number into SamayQ or invite them to scan a join code, you must have the notice and consent required by the DPDP Act for the purposes for which the Service will use it — in particular for sending them WhatsApp messages and, where enabled, automated voice calls. We provide the tooling; we do not obtain consent on your behalf.
4. Health information belongs only in the clinic features built for it. If you are a clinic, the Service can hold a patient’s age and gender, a pre-consultation brief the patient writes, and documents your staff attach to the patient’s record, under the controls described in Security & Data Protection. You must not put health information anywhere else in the Service, and you must not put identity document numbers, financial account numbers or any other sensitive category of data into it at all. SamayQ is a front-desk tool and not a system of medical record; you remain responsible for keeping whatever records the law and your professional body require. Doing otherwise is a breach of the Acceptable Use Policy.
5. We may generate aggregated and de-identified statistics from usage of the Service to operate, secure and improve it. Such data never identifies you or any End Customer and is not shared in a form that could.

Your use of the Service is subject to the Acceptable Use Policy. It covers, among other things, the consent rules for messaging, the WhatsApp Business Messaging Policy that flows down to you, restrictions on automated voice calls under Indian telecom regulations, and prohibited content and conduct. Breach of that policy is a breach of these Terms and may lead to immediate suspension.

The Service depends on third parties, including WhatsApp and Meta for messaging, SMS and telephony carriers, Razorpay for payments, cloud hosting and database providers, and — if you enable them — AI providers for wait estimates and menu import, and reservation partners such as third-party booking platforms. Those services are governed by their own terms and policies, and the current list is at Sub-processors.

We are not responsible for a third party suspending, restricting or changing its service, for a business phone number being restricted by Meta, or for a partner integration changing its API. Where such a change materially degrades the Service, we will tell you and work to restore equivalent functionality, but we do not accept liability for the third party’s act.

1. We aim to keep the Service available at all times but do not commit to a service level unless we have agreed one with you separately in writing. The Service may be unavailable during maintenance, and we will try to schedule disruptive maintenance outside typical business hours.
2. Support is provided by email during Indian business hours at hello@samayq.in. We aim to acknowledge within one business day.
3. The Service is designed to keep working when notifications cannot be sent: staff can always run the queue from the dashboard. You should have a manual fallback for your waiting line, and you must not rely on the Service as the sole means of managing a situation where failure would cause harm.

1. We own all intellectual property in the Service, including its software, design and brand. These Terms grant you a limited, non-exclusive, non-transferable, revocable right to use the Service during your subscription, for your own business purposes.
2. You must not copy, modify, reverse engineer, resell, sublicense or create derivative works from the Service, nor use it to build a competing product, nor access it to benchmark it for a competitor.
3. You keep all rights in your logo, menus, offers and other content you upload, and you grant us a licence to host, reproduce and display that content solely to operate the Service for you — including on public pages you choose to enable.
4. If you send us feedback or suggestions, we may use them without restriction and without owing you anything.

Each party may receive information the other treats as confidential. Each will use the other’s confidential information only to perform under these Terms, protect it with at least reasonable care, and not disclose it except to those who need it and are bound by similar obligations. This does not apply to information that is public through no fault of the recipient, was already known, is independently developed, or must be disclosed by law — and in that last case the recipient will give notice where it is lawful to do so.

1. You may stop using the Service at any time, and may delete your business from the dashboard. Deleting a business permanently deletes its locations, customers, patient records and documents, queue history, orders and billing records. That action cannot be undone.
2. We may suspend your access immediately, without notice, where we reasonably believe it is necessary to protect the Service, other users or End Customers — for example on breach of the Acceptable Use Policy, a security incident, suspected fraud, or a legal requirement. We will tell you as soon as reasonably practicable and, where the cause is capable of remedy, give you an opportunity to fix it.
3. Either party may terminate for material breach that is not remedied within 30 days of written notice. We may terminate for convenience by giving 30 days’ notice, and will refund the unused portion of any prepaid fee if we do so.
4. On termination your right to use the Service ends. You may request an export of your data for 30 days, after which we will delete or irreversibly anonymise Customer Data within 90 days, except where we must retain records to meet a legal or tax obligation.
5. The sections on fees already accrued, intellectual property, confidentiality, disclaimers, liability, indemnity and governing law survive termination.

The Service is provided on an “as is” and “as available” basis. To the maximum extent permitted by law, we disclaim all warranties not expressly stated in these Terms, whether express, implied or statutory, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

We do not warrant that the Service will be uninterrupted or error-free, that wait estimates will be accurate, that any notification will reach its recipient, or that the Service will meet a regulatory obligation that applies specifically to your industry. Determining what your sector requires of you — and whether SamayQ is suitable for it — is your responsibility.

1. Neither party is liable for indirect, incidental, special, punitive or consequential loss, or for loss of profits, revenue, goodwill, business or anticipated savings, even if advised such loss was possible.
2. Our total aggregate liability arising out of or relating to the Service and these Terms, whether in contract, tort (including negligence) or otherwise, is limited to the total fees you actually paid us for the Service in the three months immediately before the event giving rise to the claim.
3. Nothing in these Terms limits liability that cannot be limited under applicable law, including liability for fraud or wilful misconduct.
4. The limitations in this section do not apply to your obligation to pay fees, or to the indemnity below.

You will indemnify and hold us harmless from any claim, demand, penalty, loss or expense (including reasonable legal costs) brought by a third party — including an End Customer, a regulator, or a telecom or messaging provider — to the extent it arises from:

• your use of the Service in breach of these Terms or the Acceptable Use Policy;
• messages sent through the Service to people who did not give you the consent required by law, or your failure to honour an opt-out;
• Customer Data you put into the Service, or content you publish through it; or
• your failure to meet your obligations as a Data Fiduciary under the DPDP Act.

We will notify you of the claim, let you control the defence with counsel of your choosing, and give reasonable cooperation at your cost. You may not settle in a way that imposes an obligation or admission on us without our written consent.

Neither party is liable for a failure to perform caused by an event outside its reasonable control, including natural disaster, epidemic, war, civil unrest, strike, failure of a telecom or power network, government action, or the failure or suspension of a third-party platform on which the Service depends. Payment obligations already accrued are not excused.

1. These Terms are governed by the laws of India, without regard to conflict of law rules.
2. The parties will first try in good faith to resolve any dispute by discussion, within 30 days of one party giving the other written notice of it.
3. Any dispute not resolved that way will be referred to arbitration by a sole arbitrator under the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration is Hyderabad, Telangana, and the proceedings will be in English. The award is final and binding.
4. Subject to the above, the courts at Hyderabad, Telangana have exclusive jurisdiction. Either party may seek urgent interim relief from those courts at any time.

We may update these Terms. If a change materially reduces your rights or increases your obligations, we will give at least 14 days’ notice by email or in the dashboard before it takes effect. Continuing to use the Service after the effective date means you accept the revised Terms. If you do not accept them, you may cancel — and if you cancel for this reason within 30 days of the change taking effect, we will refund the unused portion of your current period.

If something has gone wrong, contact our Grievance Officer: Gokul Reddy, grievance@samayq.in, at Hyderabad, Telangana 500098. We will acknowledge within 48 hours and aim to resolve within 30 days.

• Entire agreement. These Terms and the documents they incorporate are the whole agreement between us on this subject and replace any earlier discussion or proposal.
• Assignment. You may not assign these Terms without our written consent. We may assign them to a successor in connection with a merger, acquisition or sale of the business, on notice to you.
• Severability. If a provision is held unenforceable, the rest continues in force and the provision is read down to the minimum extent needed to make it valid.
• No waiver. Not enforcing a right is not a waiver of it.
• Relationship. Nothing here creates a partnership, joint venture, agency or employment relationship between us.
• Notices. We will send notices to the email on your account; you should send notices to hello@samayq.in. Notice is effective when sent, provided no delivery failure is received.

This policy explains how Gokul Reddy and Sridhar Dasari, a partnership firm trading as SamayQ, handles personal data. It is written to the Digital Personal Data Protection Act, 2023 (the DPDP Act), the Information Technology Act, 2000 and the rules under them.

When a business is set up as a clinic, the Service can hold health information about its patients. We say this plainly because it is the most sensitive data in the product and because the rules for it are stricter than for anything else.

• Pre-consultation brief. From their private status link, a patient can write a short note — symptoms, allergies, relevant history — so the doctor has it before the consultation. The patient writes it themselves, it is optional, and it is attached to that visit.
• Patient documents. Clinic staff with the right permission can attach images and PDFs — a scan, a lab report, a photograph of an X-ray — to a patient’s record, so they are to hand at the next visit.
• Age and gender, asked at intake because a clinic’s board and prescriptions need them.

The clinic is the Data Fiduciary for this information and decides to collect it; we hold it as processor and only ever show it to that clinic’s authorised staff. Documents are stored in private storage with no public address and are opened only through links that expire in minutes; the brief is never included in any message, call, display board or third-party request; and none of it reaches the AI wait-estimate or error-monitoring providers. The full set of controls is in our Security & Data Protection document. SamayQ is a front-desk tool, not a medical records system, and the Acceptable Use Policy requires clinics to keep health information in these fields and nowhere else in the product.

Under the DPDP Act we rely on your consent, or on a legitimate use permitted by the Act, for each purpose below.

Some of this is worth stating plainly, because a queue product could easily do otherwise:

• We do not sell personal data, and we do not share it with data brokers.
• We do not use your End Customers’ data to advertise anything to them, and we do not build profiles of them. A business can choose to show house ads on its status page; those are selected by the business’s industry and location, never by anything about the person looking at the screen, and the only thing recorded is a daily count of views and taps.
• We do not use one business’s Customer Data to benefit another business on the platform. Every account is isolated at the database layer.
• We do not track a customer’s location. A queue position is a number in a line, not a place on a map, and no page in the product asks the browser for location.
• We do not send personal data to AI models. Where a business turns on AI-assisted wait estimates, the model receives counts and timings — parties ahead, their sizes, recent service times — and nothing about any person.
• The public pages a business can enable — a customer’s status link, a menu, a display board — deliberately carry no phone numbers. The display board shows a ticket number and, at most, a first name with a last initial.
• Automated voice calls never speak a customer’s name. The sentence read out contains the business name and the ticket number.

We share personal data only in these situations:

1. With service providers who help us run the product. Each is bound by contract to process data only on our instructions and to protect it. The current list, what each receives and where it sits, is published at Sub-processors.
2. With the business whose queue you joined. If you are an End Customer, your details are visible to that business’s authorised staff. That is the point of the Service.
3. With integrations the business switches on. If a restaurant connects its own payment gateway, your payment goes to that gateway under the restaurant’s account. If a business connects a third-party booking platform, booking data flows between that platform and SamayQ. Those providers’ own privacy policies govern what they do with it.
4. Where the law requires it — a valid order from a court, or a lawful request from a government agency. We check that a request is valid before responding, and tell the affected party where we are legally permitted to.
5. On a business transfer. If the business is sold or merged, data may transfer to the acquirer, who remains bound by this policy or a policy no less protective. We will give notice before that happens.

Our database, authentication and file storage — including patient documents — are hosted in India, in the Mumbai region. Our error and performance monitoring is hosted in the same region. Our application runs on a cloud platform with edge locations worldwide, and a request may be served from the location nearest the person making it.

Some of the providers we depend on process limited data outside India: transactional email to businesses and their staff is sent from the United States; message delivery through WhatsApp involves Meta’s global infrastructure; and the AI providers a business may enable for wait estimates and menu import are in the United States, though they receive no personal data. The DPDP Act permits transfer of personal data outside India except to countries the Central Government restricts, and we monitor any such notification. Every recipient is contractually bound to protect the data to the standard this policy describes.

1. Account data is kept while your account is open. If you delete your business from the dashboard, its locations, customers, patient records and documents, queue history, orders and billing records are permanently deleted at that point.
2. End Customer data is kept for as long as the business that collected it keeps its account open, unless that business asks us to delete it sooner. As a processor, we do not decide this — the business does.
3. Patient documents are deleted when clinic staff remove them, when the patient’s record is deleted, or when the business is deleted — whichever comes first. The underlying files are removed from storage at the same time.
4. Notification and voice call records are retained for the life of the account because they are the billing meter and the evidence of what was sent to whom.
5. Invoices, statements and payment records are retained for eight years, as required by Indian tax law, even after an account closes.
6. Verification codes expire within ten minutes and are consumed on first use. A verified phone number for ordering is remembered for that branch until it expires or the business is deleted.
7. Rendered voice audio — which contains no name — is cleared from storage nightly and re-rendered when needed.
8. After an account is terminated, we delete or irreversibly anonymise remaining Customer Data within 90 days, apart from records we must keep by law.

We maintain reasonable security practices as required by section 43A of the IT Act and the rules under it, and the safeguards the DPDP Act expects of us. The full description — account isolation, how patient records are stored and opened, how the private links customers receive are protected, encryption, what each vendor sees, and how we respond to an incident — is in our Security & Data Protection document, which forms part of this policy. In brief:

• All traffic is encrypted in transit with TLS, and data is encrypted at rest by our hosting providers.
• Every account is isolated at the data-access layer, not merely in the interface. Queries are scoped to a single business automatically, so one business cannot read another’s data even if a bug in the application tried to.
• Administrative functions are gated by role and, for staff, by location and section; sensitive settings are restricted to Owners and Admins on the server — hiding a menu item is never treated as access control.
• Public customer pages are addressed by unguessable tokens, are excluded from search engine indexing, and carry no more data than the person already has.
• Patient documents live in private storage and are opened only through per-request links that expire in five minutes.
• Verification codes are hashed, attempt-limited and short-lived. Credentials for third-party integrations are encrypted with AES-256-GCM before storage.
• Access to production systems is limited to those who need it.

No system is perfectly secure. If a personal data breach occurs, we will notify the Data Protection Board of India and affected users as the DPDP Act requires, and we will notify affected business customers without undue delay and in any case within 72 hours of becoming aware. Report a suspected vulnerability to security@samayq.in.

Where we are the Data Fiduciary, you have the right to:

• Access a summary of the personal data we hold about you and how we process it;
• Correct data that is inaccurate, and complete data that is incomplete;
• Erase your data where it is no longer needed for the purpose it was collected for, subject to records we must retain by law;
• Withdraw consent at any time, as easily as you gave it — noting that withdrawing consent needed to run the Service means we can no longer provide it;
• Nominate another individual to exercise these rights on your behalf if you die or become incapacitated; and
• Complain to our Grievance Officer, and afterwards to the Data Protection Board of India.

Write to privacy@samayq.in. We will verify who you are before acting — we will not hand someone’s data to a person who merely knows their phone number — and will respond within 30 days.

You also have a duty under the DPDP Act not to make a false or frivolous request, and not to impersonate someone else when making one.

If you scanned a QR code or received a link because you were waiting somewhere, booked a table, ordered food or visited a clinic, then the business you were visiting decides what happens to your data, and we hold it for them.

1. Ask the business first. They can see your record, correct it, remove any documents attached to it, and ask us to delete it; and they know why they collected it. This is usually the fastest route.
2. If that does not work, write to us at privacy@samayq.in with the business name and the phone number you gave them. We will pass the request to the business, help them action it, and — if they do not respond in a reasonable time — act on it ourselves where the law requires.
3. To stop the messages, tell the business, or block the sending number on WhatsApp. Blocking is honoured: when WhatsApp tells us a number can no longer be reached, we stop sending to it. Browser notifications can be turned off in your browser’s site settings.

There is a short, plain-language version of this at If you joined a queue.

The Service is not directed at children. A business must not knowingly enter the personal data of a child under 18 into SamayQ without the verifiable consent of a parent or guardian, as the DPDP Act requires, and must never use it to track a child or direct advertising at one. A clinic that sees children may record a child’s visit on the parent or guardian’s phone number, with that adult’s consent. If we learn that a child’s data has been collected without proper consent, we will delete it.

We use a small number of cookies, all of them strictly necessary — they keep you signed in, remember which business and location you are working in, and remember which booking you verified. Our performance and error monitoring uses browser storage for a session identifier. We do not use advertising or cross-site tracking cookies. See the Cookie Notice for the full list.

We will update this policy as the Service changes. The date at the top always reflects the current version. If a change materially affects how we handle your personal data, we will give notice by email or in the dashboard before it takes effect.

For anything about privacy, write to privacy@samayq.in.

Grievance Officer (as required by section 13(3) of the DPDP Act and Rule 3(2) of the Information Technology (Intermediary Guidelines) Rules, 2021): Gokul Reddy — grievance@samayq.in, Hyderabad, Telangana 500098. We acknowledge within 48 hours and aim to resolve within 30 days.

If you are not satisfied with our response, you may complain to the Data Protection Board of India.

1. SamayQ is sold as a subscription. You pay in advance for a period, and the period length depends on the plan you chose at checkout — some plans bill monthly, others cover a longer term.
2. Payment is collected by Razorpay under a mandate you authorise. Subscriptions renew automatically at the end of each period at the then-current price, until you cancel.
3. Each plan includes an allowance of WhatsApp and SMS notifications. Browser notifications are free and unlimited. On the free tier, running out of allowance pauses WhatsApp sending and the Service falls back to browser notifications. On a paid plan, sending continues and the extra messages are metered as overage — see below.
4. All prices are in Indian Rupees and are shown before you confirm payment. Invoices are available in your dashboard under My Plan.

New accounts get a free trial with a small notification allowance. It requires no payment details and does not convert into a paid plan by itself. When the trial ends, the account keeps working at free-tier limits until you actively subscribe. There is nothing to cancel and nothing to refund.

Go to My Plan in your dashboard and cancel there. It takes effect immediately as an instruction — your subscription is marked not to renew — and you will see the date your access runs to.

If you cannot reach the dashboard, email hello@samayq.in from the address on the account. We will action it and confirm in writing. Please do not cancel the mandate at your bank without telling us: that stops the money but not the subscription record, and it can leave your account in a failed-payment state.

• You keep full access until the end of the period you have paid for. Cancelling does not cut you off on the day you cancel.
• At the end of that period the subscription stops, no further charge is made, and the account degrades to free-tier limits.
• Your data is not deleted when you cancel. Your queues, customers and history remain, so you can resubscribe later and pick up where you left off. If you want the data gone, delete the business from Settings — that is permanent and immediate.
• You can resubscribe at any time. If prices changed while you were away, the new price applies.

We will refund you in these situations:

1. Duplicate or incorrect charge. Charged twice for the same period, or charged an amount that does not match the plan you selected — refunded in full.
2. A charge taken after you cancelled. If a renewal is collected after a valid cancellation, we refund it in full.
3. An outage that was our fault. If the Service is materially unavailable for more than 48 consecutive hours in a period because of a failure on our side, we will refund or credit that period on a pro-rata basis, at your choice.
4. We terminate for convenience or discontinue the Service — we refund the unused portion of the current period.
5. We materially change the Terms to your disadvantage and you cancel within 30 days of that change taking effect — we refund the unused portion.
6. Within 7 days of your first paid subscription, if you have sent fewer than 50 WhatsApp notifications, we will refund that first payment on request, no questions asked. This applies once per business.

We do not normally refund:

• the unused part of a period you cancel voluntarily — access continues to the end of it instead;
• periods where you simply did not use the Service, or used less of your allowance than you expected;
• notification allowance that went unused at the end of a period, except on plans that state otherwise — allowance does not carry over unless the plan says it does;
• messages that a third party failed to deliver — for example a recipient with no WhatsApp account, or one who blocked your business. Allowance is consumed when we submit the message for delivery;
• downtime caused by something outside our control, including a failure at WhatsApp, Meta, a telecom operator or your own internet connection; or
• accounts suspended or terminated for breach of the Acceptable Use Policy.

• Upgrading takes effect as described at checkout, and any adjustment for the remainder of the current period is shown to you before you confirm.
• Downgrading takes effect at the end of the current period, so you keep the higher allowance you already paid for. A scheduled downgrade can be cancelled from My Plan before it takes effect.
• Downgrades do not generate a refund of the difference.

If a renewal payment fails, we retry it and the subscription enters a pending state. You will see a prompt in the dashboard. If payment is not completed before the current period expires, the account degrades to free-tier limits — your data stays, but paid features and allowance stop until payment succeeds.

• Messages beyond your plan’s allowance, and automated voice calls, are metered at the rates shown in your dashboard and billed in arrears on a statement at the end of the cycle or at your next checkout. A statement reflects usage that has already happened and is not refundable, except where the count is wrong — in which case tell us and we will correct it before or after payment.
• A message is counted when we submit it for delivery, and a voice call when it is answered. Neither is credited back because the person did not read the message or hung up.
• You can see the running count at any time under Notification usage, and set your own limits by turning channels off for a location.

Where your customers pay you for orders through the Service, those payments go to your own Razorpay account and are between you and your customer. A refund to a customer is made by you, from your Razorpay dashboard, under your own refund policy; we cannot make it for you and our refund policy does not apply to it. Our fees are unaffected by how many orders you take.

1. Email hello@samayq.in from the address on the account, with the business name, the payment reference or invoice number, and what went wrong.
2. We will respond within 3 business days.
3. Approved refunds are made to the original payment method through Razorpay. Money typically reaches the account within 5 to 10 business days, depending on your bank — that leg is outside our control.
4. If you are unhappy with the outcome, escalate to our Grievance Officer: Gokul Reddy, grievance@samayq.in. See the Privacy Policy for full contact details.

This Acceptable Use Policy applies to every business using SamayQ and everyone they invite into their account. It forms part of the Terms of Service. Breaking it is a breach of those Terms.

You are responsible for what your staff do in your account. If a staff member sends something they should not have, that is your account’s conduct.

Under the Digital Personal Data Protection Act, 2023 you are the Data Fiduciary for your customers. That means, in practical terms:

1. Tell people what will happen. When someone gives you their number to join a queue, they should understand that they will get a message about their turn. Displaying a short notice at your counter or on your join form is enough.
2. Consent must be specific. Agreeing to a turn notification is not agreement to receive offers, festival greetings or a reopening announcement.
3. Do not import lists. Do not load a contact list, a purchased database, or numbers scraped from anywhere into SamayQ. The Service is for people who are actually in your queue or have made a booking with you.
4. Do not enter a number on someone’s behalf without asking. A staff member typing in a number they found on an old bill is not consent.
5. Keep it current. If someone tells you to stop, act on it — see honouring opt-outs.

Messages sent through SamayQ travel over the WhatsApp Business Platform. Meta’s WhatsApp Business Messaging Policy and Commerce Policy apply to you as the sender, and we are required to pass those obligations down. You must:

• use approved message templates only for the purpose they were approved for — a queue notification template is for telling someone about their queue;
• not use the Service to send promotional, marketing or bulk messages, whether or not they are dressed up as a status update;
• not send messages that are unlawful, deceptive, threatening, harassing, hateful, sexually explicit, or that promote anything prohibited under Meta’s Commerce Policy;
• keep your business display name and profile accurate, and not impersonate another business; and
• maintain a quality rating in good standing.

Meta can restrict or ban a business phone number for policy breaches, and can do so without notice to us. If that happens, WhatsApp delivery for your account stops. We cannot reverse it, we cannot appeal it for you, and it is not a fault in the Service or grounds for a refund. Persistent low quality ratings or repeated blocks by recipients are the usual cause, and both come from messaging people who did not want to hear from you.

Where SMS notifications are enabled for your account, messages go out under India’s DLT regime through a registered template. The text is fixed by the template and only the ticket number and your business name are filled in; there is no free-text SMS, and you must not ask us for one. The consent rules above apply exactly as they do to WhatsApp.

Where automated voice calling is enabled for your account, additional rules apply. Indian telecom regulation — in particular the Telecom Commercial Communications Customer Preference Regulations — governs commercial calls, and penalties fall on the entity making them. You must:

• use voice calls only to tell a specific person about their turn or their booking, never for promotion, sales or surveys;
• respect Do Not Disturb and customer preference registrations. A transactional call about a queue the person joined minutes ago is a different thing from a commercial call, but the line matters and it is yours to stay on the right side of;
• not call outside reasonable hours, and not call repeatedly after a person has not answered; and
• ensure the calling identity presented is one you are entitled to use.

1. If someone asks to stop being messaged — by replying, telling your staff, or blocking your number — you must stop. Remove them, or turn their notifications off.
2. The Service assists: when WhatsApp reports that a number can no longer receive messages, including because it blocked your business, SamayQ stops sending to that number and retries only after a cooling-off period. Do not work around this.
3. You must not create a second record for the same person to get around an opt-out, and you must not move someone to voice calls because they blocked you on WhatsApp.

Collect the minimum you need to run your line. The Service requires only a phone number and a name.

Custom intake fields exist so you can capture operational details — party size, department, a vehicle number. They are not a general-purpose notes system, and free-text notes are visible to every staff member with access to that location. Write nothing there you would not be comfortable showing the customer.

If your business is set up as a clinic, the Service gives you three places for health information and only three: the patient’s age and gender at intake, the pre-consultation brief the patient writes from their own link, and patient documents your staff attach to the patient’s record. These are built with controls the rest of the product does not have — see Security & Data Protection. The rules for using them:

1. Health information goes in those fields and nowhere else. Not in the patient’s name (“Ramesh — diabetic”), not in a queue note, not in a custom intake field, not in a booking note. Those fields are visible to every staff member at the location and are not protected the way the clinic features are.
2. Tell the patient. They must know that what they write in the brief and the reports you attach will be kept on their record at your clinic. A line on your intake notice or a word from the front desk is enough; silence is not.
3. Give the customer-records grant sparingly. Only staff who need to open a patient’s documents should hold it. The person running the token board usually does not.
4. Upload only what belongs to that patient, and only what the patient has given you or consented to your holding. Do not upload another person’s report to a patient’s record, and do not upload documents you would not be entitled to keep on paper.
5. Do not rely on SamayQ as your medical record. It is a front-desk tool. Anything you are required by law or by your professional body to retain must also be kept in a system of record that is yours.
6. Delete what you no longer need. Remove documents when a patient asks or when they are no longer relevant to care at your clinic.
7. Children. A child’s visit must be recorded on a parent or guardian’s phone number, with that adult’s consent.

Where table or takeaway ordering is enabled, customers order from a link and may pay through your own Razorpay account. You must:

• use only a Razorpay account that is yours and is in good standing, and keep its keys confidential — we encrypt them, but the account and its obligations are yours;
• price and describe items honestly, and honour a paid order or refund it — refunds for your orders are between you and your customer, made from your Razorpay account;
• confirm a UPI payment by hand only when you have actually seen the money arrive. Every manual confirmation is recorded against the staff member who made it; and
• comply with the food safety, tax and consumer protection law that applies to selling food, including issuing a proper invoice where one is required. SamayQ produces an order record; whether it is a compliant invoice for your business is for you to determine.

You must not use the Service to:

• break any law, or facilitate anyone else in doing so;
• infringe someone’s intellectual property — including uploading a logo, menu or image you do not have the right to use;
• publish content on your public pages that is obscene, defamatory, misleading about price or availability, or otherwise unlawful;
• misrepresent your business, its identity, its affiliations or its licensing status;
• harass, discriminate against, or unlawfully exclude any customer through how you manage the queue; or
• run a service for a third party without our written agreement — the Service is licensed for your own business, not for reselling queue management to others.

You must not:

• attempt to access another business’s data, probe for isolation failures, or exploit one if you find it — report it instead to security@samayq.in and we will thank you for it;
• reverse engineer, decompile, or attempt to derive the source of the Service;
• scrape the Service, or use automation to create accounts, entries or messages beyond normal human use;
• place unreasonable load on the Service, or interfere with its availability for others;
• circumvent quota, plan limits, rate limits or a suspension; or
• introduce malware, or use the Service as a vector to attack anyone.

Several features generate public links addressed by an unguessable token — a customer’s status page, your scan-to-join code, a menu, a display board, a booking page, an ordering page, an invoice. These are unlisted, not secret in the cryptographic sense. Treat them accordingly:

• Put your join QR where the people you want in your queue will see it. Publishing it somewhere it can be scanned by anyone, anywhere, turns it into a way for strangers to fill your line.
• A display board link shows who is currently being called. Open it on the screen it is meant for, not on a public webpage, and regenerate the link if it leaves your team.
• Never send one customer another customer’s status link.

1. Where we can, we will contact you first and give you a chance to fix the problem.
2. Where we cannot — because the breach is serious, ongoing, or exposes other people — we may suspend sending, suspend the account, or remove content immediately, and tell you afterwards.
3. Repeated or deliberate breaches lead to termination. Termination for breach does not entitle you to a refund.
4. We may report unlawful conduct to the appropriate authority, and will preserve records where we are required to.

If you received a message from a business using SamayQ that you did not consent to, or you have seen the Service being misused, tell us at hello@samayq.in — include the sending business name and the number that was contacted, if you can. We investigate every report, and we act on the ones that are made out.

Security issues go to security@samayq.in. We will not pursue anyone who reports a genuine vulnerability to us in good faith and gives us a reasonable chance to fix it before disclosing it.

1. This Data Processing Addendum (DPA) forms part of the Terms of Service between Gokul Reddy and Sridhar Dasari, a partnership firm trading as SamayQ (Processor, we) and the business using the Service (Data Fiduciary, you).
2. It applies whenever we process personal data of your End Customers on your behalf. It is written primarily to the Digital Personal Data Protection Act, 2023 and the Information Technology Act, 2000; where you are subject to another data protection law, the equivalent obligations here are intended to satisfy it in substance.
3. You are the Data Fiduciary. You decide what personal data to collect from your customers, why, and for how long. You are responsible for having a lawful basis, and for giving the notice the law requires.
4. We are the Data Processor. We process that data only to provide the Service to you. Where you are a clinic, this includes the health information described in Annex A, which we hold on the same terms and with the additional controls in our Security & Data Protection document.
5. For personal data of you and your staff — account holders, billing contacts, people who request a demo — we are the Data Fiduciary in our own right, and our Privacy Policy governs that, not this DPA.
6. This DPA takes effect when you accept the Terms and continues while we hold any of your Customer Data.

1. We will process Customer Data only on your documented instructions. Your configuration of the Service, and your and your staff’s use of it, constitute those instructions — together with anything else you tell us in writing.
2. We will not sell Customer Data, use it for our own marketing, use it to train general-purpose models, or use one customer’s data to benefit another.
3. We may process Customer Data where required by Indian law. If that happens we will tell you first, unless the law forbids us from doing so.
4. If we consider an instruction to breach applicable data protection law, we will tell you and may pause that processing until it is resolved.
5. We may generate aggregated, de-identified statistics about use of the Service, and use them to operate, secure and improve it. Such data cannot be attributed to you or to any individual and will not be published in a form from which either could be identified.

Access to Customer Data is limited to personnel who need it to provide or support the Service. Everyone with access is bound by a duty of confidentiality that survives the end of their engagement, and access is removed when it is no longer needed.

We implement and maintain appropriate technical and organisational measures to protect Customer Data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. Those measures are described in Annex B and, in full, in our Security & Data Protection document, which forms part of this DPA. We may update them, provided the level of protection is not reduced.

1. You give general authorisation for us to engage sub-processors. The current list is published at Sub-processors.
2. Each sub-processor is engaged under a written contract imposing data protection obligations no less protective than those in this DPA.
3. We remain fully liable to you for the performance of a sub-processor’s obligations.
4. We will give at least 30 days’ notice before a new sub-processor begins processing Customer Data. You may object on reasonable data protection grounds within that period, and the process is set out on the Sub-processors page.

1. The Service gives you direct control over much of Customer Data: your staff can view and correct customer records, remove a customer from a queue, delete a patient’s documents, and delete an entire business, from the dashboard. For many rights requests, that is the fastest route and you do not need us.
2. Erasing a single customer’s record, or exporting your Customer Data, is currently done by us on your request rather than from the dashboard. Ask at privacy@samayq.in from an Owner’s email address and we will action it within 30 days, and sooner where the request is time-critical. We will provide reasonable assistance with any other request, taking into account the nature of the processing.
3. If an End Customer contacts us directly about data we hold for you, we will not respond substantively on your behalf. We will tell them to contact you, and pass the request on to you promptly.
4. We will assist you, at your cost where the effort is significant, with data protection impact assessments and with consultations with the Data Protection Board that relate to our processing.

1. We will notify you without undue delay, and in any event within 72 hours, after becoming aware of a personal data breach affecting Customer Data.
2. The notice will describe the nature of the breach, the categories and approximate number of individuals and records affected so far as known, the likely consequences, the measures taken or proposed, and a contact point for more information. Where the full picture is not available at once, we will provide it in phases.
3. We will take reasonable steps to contain and remediate the breach, and preserve evidence.
4. Notifying the Data Protection Board and the affected individuals is your responsibility as Data Fiduciary. We will give you the information you reasonably need to do it, and we will make our own regulatory notifications where the law requires them of us directly.
5. Our notification is not an admission of fault or liability.

Customer Data is stored primarily in India. Limited processing takes place outside India, as identified on the Sub-processors page — principally analytics and error monitoring, and WhatsApp message delivery. Section 16 of the DPDP Act permits transfer outside India except to countries the Central Government restricts. We monitor any such restriction and will change providers or arrangements if one becomes applicable.

1. You can request an export of your Customer Data at any time during the subscription, and we will provide it in a machine-readable format within 30 days.
2. After termination, Customer Data remains available for export on request for 30 days.
3. After that, we delete or irreversibly anonymise Customer Data within 90 days, except where retention is required by law — for example invoices retained for tax purposes.
4. Deleting a business from the dashboard is immediate and permanent, and removes its locations, customers, patient records and the underlying document files, queue history, orders and billing records. We cannot recover it afterwards.
5. Backups are retained on a rolling cycle and expire on that cycle. Data deleted from the live system may persist in a backup until it rolls off, during which time it is not accessible for ordinary use.

1. We will make available the information reasonably necessary to demonstrate compliance with this DPA, on written request and no more than once a year, unless a breach or a regulator requires otherwise.
2. Where an on-site audit is genuinely required, it must be at your cost, on 30 days’ notice, during business hours, by an independent auditor bound to confidentiality and not a competitor of ours, and conducted so as not to disrupt the Service or the data of other customers.

You warrant and undertake that:

• you have a lawful basis for the Customer Data you put into the Service, and have given End Customers the notice the DPDP Act requires;
• you hold the consent needed for the notification channels you enable, including WhatsApp messaging and, where applicable, automated voice calls;
• your instructions to us will not cause us to breach applicable law;
• you will put health information only into the clinic features built for it, and no other sensitive category of data into the Service at all, as set out in the Acceptable Use Policy;
• if you are a clinic, you have told each patient that a brief and documents may be kept on their record, and you understand that the Service is a front-desk tool and not a system of medical record; and
• you will keep Customer Data accurate, and will act on erasure and correction requests you receive.

The limitations and exclusions of liability in the Terms of Service apply to this DPA and to claims arising from it. If there is a conflict between this DPA and the Terms on the subject of personal data processing, this DPA prevails.

The measures below are the summary. The controlling description is our Security & Data Protection document, which is incorporated into this Annex and which we keep current as the Service changes.

A queue product is only useful if a shop, a bank branch or a clinic can trust it with the names and numbers of everyone who walks in. We designed SamayQ on three assumptions: that a bug in application code will eventually be written, so isolation must not depend on code being correct; that a link printed on a ticket or sent over WhatsApp will be forwarded, so a link must never reveal more than its holder already knows; and that the least data is the safest data, so the Service asks for a phone number and very little else.

This document is written in plain language and describes what the Service actually does today. It is incorporated into our Data Processing Addendum as the technical and organisational measures we commit to, and the Privacy Policy relies on it. Where we have not yet built something, we say so rather than imply it.

• Identity is handled by our authentication provider, Supabase Auth. We never see or store a password. The session token is re-validated on every request to the dashboard, so a revoked session stops working immediately.
• Sign-in with a WhatsApp code is available as an alternative to a password. The code is generated, rate-limited, expired and verified by the identity provider; our only role is to deliver it, and it is never written to a log or returned in a response.
• Staff invitations are single-use links that expire after 14 days. Removing a team member revokes their access to the business at once; documents they uploaded stay with the patient, not with them.
• A user who belongs to more than one business is always working in exactly one at a time, and the active business and location are checked against their memberships on every request — a stale or tampered selection is discarded, not honoured.

Customers never sign in. A person who joins a queue, books a table, orders a parcel or pays a bill is handed a link addressed by a long random token, and that token is the only credential. We protect it accordingly:

• A customer’s personal links — their status page, booking and invoice — are generated from 24 bytes of cryptographic randomness, so they are neither guessable nor sequential, and one cannot be walked forwards or backwards to anyone else’s. A business’s shared links — join code, menu, display board, ordering — are unguessable identifiers that reveal nothing about any customer.
• Every token-addressed page is excluded from search engines twice over — in robots.txt and with a noindex instruction on the page itself — and the referrer policy prevents the token leaking to any site a customer clicks through to.
• Our browser error and performance monitoring strips the token out of the page address before a report leaves the customer’s device, so a live credential never lands in a log store.
• The live-update channel that refreshes a status page carries no customer data at all — it is a bare “something changed” signal, and the page then re-fetches through a procedure that checks the token again.
• Everything a token can write — joining, a pre-consultation brief, a check-in reply, a feedback form, an order — is bounded in size, sanitised, rate-limited per token, and checked against the current state of the queue so a stale or replayed link cannot act out of turn.
• A business can regenerate its scan-to-join and display-board links at any time from Settings, which invalidates the old ones. A leaked QR code is a rotation, not an incident.

For a business set up as a clinic, the Service can hold three kinds of information beyond a name and a phone number: the patient’s age and gender asked at intake; a short pre-consultation brief — symptoms, allergies and history — that the patient types from their own status page so the doctor has it before they walk in; and patient documents — a scan, a report, a photograph of an X-ray — that front-desk staff attach to the patient’s record. This is health information, and we handle it differently from everything else in the product.

• All traffic is encrypted in transit with TLS. The site sends a strict transport security header with a two-year lifetime, preloaded, so a browser will never fall back to an unencrypted connection.
• Data is encrypted at rest by our database and storage provider, in their Mumbai region.
• Credentials a business gives us for its own integrations — its Razorpay account keys for taking customer payments, its booking-partner connection — are encrypted with AES-256-GCM under a key held only in server configuration before they are written to the database. They are never returned by any API, shown in any screen, or written to a log; the settings screen shows only when they were last verified.
• One-time codes for booking and ordering verification are stored only as a SHA-256 hash, expire in ten minutes, and allow five attempts. Comparison is constant-time.
• Every webhook we receive — Razorpay for our own billing and for a branch’s orders, WhatsApp delivery status, the voice carrier, our authentication provider’s hook — is verified against a shared secret or signature over the raw request body before a byte of it is acted on. A request that fails verification is dropped.
• Scheduled jobs and internal endpoints require a bearer secret; a call without it is refused.
• Secrets live in environment configuration, never in source control.

• Your subscription is collected by Razorpay on Razorpay’s own checkout. Card and bank details are entered there and never reach our servers; we store identifiers, amounts and status.
• Where a restaurant takes customer payments for orders through SamayQ, the money goes to the restaurant’s own Razorpay account, using keys the restaurant entered and we encrypted. We are not in the flow of funds. Each branch’s order webhook is verified against that branch’s own secret, so one restaurant’s events cannot be replayed against another.
• A UPI payment that staff confirm by hand, and any manual override of a payment status, is written to an audit log with who did it, when, and the reason they gave.

The full list of providers is on our Sub-processors page. The principle is that a provider receives the minimum it needs to do its one job:

• WhatsApp and SMS providers receive the recipient’s number and the text of the turn message — a ticket number, a business name, a wait estimate. That is the unavoidable minimum to deliver a message.
• The voice carrier receives the number to dial; the speech provider receives a sentence with no name in it.
• Browser push services receive an opaque endpoint and an encrypted payload they cannot read. They never learn who the customer is.
• AI wait-estimate engines, where a business turns them on, receive counts and timings — how many parties are ahead, their sizes, recent service times, the number of open counters. No names, no phone numbers, no notes, no medical brief. Menu import sends the business’s own menu images and nothing about any customer.
• Error and performance monitoring receives reports with phone numbers, email addresses, customer names and link tokens removed before they are sent.
• Nothing goes to advertisers or data brokers. The house ads a business can choose to show on its status page are targeted by the business’s industry and location, never by anything about the person viewing them, and the only thing counted is how many times an ad was shown and tapped that day.

Every response from the Service carries a set of headers that limit what a browser will do with it:

• a Content Security Policy that names the handful of origins scripts and connections may come from — our own domain, our database provider, the payment checkout and our monitoring collector — and blocks everything else;
• X-Frame-Options: DENY, so no other site can embed a SamayQ page and overlay it;
• a Permissions Policy that switches off camera, microphone and geolocation for every page — we do not use them, so no page can ask;
• X-Content-Type-Options: nosniff and a strict referrer policy, described above.

• Server errors and warnings are captured centrally and shipped to Grafana Cloud with personal fields removed; browser errors and performance go to the same stack through a collector in the Mumbai region.
• Scheduled jobs report a heartbeat to an external monitor, so a job that silently stops running is noticed rather than discovered weeks later.
• An hourly delivery-health check compares what we tried to send with what WhatsApp reported back, so a provider outage shows up as a number rather than as a customer complaint.
• Our database provider takes automated backups, retained on a rolling cycle. Data deleted from the live system may persist in a backup until it rolls off, and is not accessible for ordinary use in the meantime.
• The Service is designed to degrade rather than stop: if WhatsApp is down, browser notifications still go; if every channel is down, staff can still run the line from the board.

• All code is in version control and reviewed in a pull request before it reaches production.
• The codebase is statically typed end to end, from the database schema to the browser, so a query that names a field wrongly is a build failure, not a runtime surprise.
• Every request body is validated against a schema before a procedure sees it; a public procedure’s inputs are additionally bounded in length and rate.
• Production database changes are hand-written migration files, reviewed like code and applied deliberately by a person. Automated schema tools are blocked from production.
• Dependencies are locked to exact versions and updated deliberately, and the browser is permitted by policy to load third-party scripts only from the payment checkout and our hosting provider.

1. If we become aware of a personal data breach affecting your data, we will tell you without undue delay and in any case within 72 hours, by email to your account owners. The notice will say what happened, what data and roughly how many people are affected as far as we know, what we have done, what we recommend you do, and who to talk to. Where we do not have the full picture at once we will send it in stages rather than wait.
2. We will contain the incident, preserve the evidence, and give you the information you need to make your own notifications to the Data Protection Board of India and to the people affected, which the DPDP Act places on you as Data Fiduciary. We make our own notifications where the law requires them of us directly.
3. A suspected compromise of a staff account — a lost phone, a shared password — should be reported to security@samayq.in immediately. An Owner can remove the member from the Team screen at once, which revokes their access.

If you believe you have found a security vulnerability in SamayQ, write to security@samayq.in with enough detail for us to reproduce it. We will acknowledge within two business days and keep you informed while we fix it. We will not pursue anyone who reports a genuine issue in good faith, avoids accessing or altering other people’s data beyond what is needed to demonstrate the problem, and gives us a reasonable opportunity to fix it before disclosing it publicly.

Security is shared. The controls above hold only if the business using them does its part, and these are the parts that matter most:

• Assign roles deliberately. Give Owner and Admin to as few people as possible; use Manager and Staff with section grants for everyone else. Remove people the day they leave.
• Put health information only where it belongs. At a clinic, symptoms go in the brief and reports go in documents — never in a customer’s name, a queue note or an intake field that the whole front desk can read.
• Protect the devices. A tablet on the counter that opens patient documents needs a lock screen and current software, and should not be the family tablet.
• Place QR codes where your customers are, not on the open internet, and regenerate a link the moment you think it has leaked.
• Get consent before you message anyone. The Service cannot tell whether a number was handed over willingly. Only you can.
• Keep your own records. SamayQ is a front-desk tool, not a system of record. Anything you are legally required to keep should also live somewhere that is yours.

A sub-processor is a third party we engage to help provide the Service, which as a result may handle personal data. This page is the list referred to in clause 5 of our Data Processing Addendum. It is kept current.

Every provider listed here is engaged under a written contract that obliges it to process data only for the purpose we engaged it for, to keep it confidential, and to apply appropriate security measures. Providers marked “where enabled” handle data only for businesses that have switched the corresponding feature on.

Card and bank credentials are entered on Razorpay’s own checkout and never reach our servers. We store only identifiers, amounts and status.

Where a restaurant takes customer payments for orders through SamayQ, those payments go to the restaurant’s own Razorpay account under the restaurant’s own agreement with Razorpay. In that flow Razorpay is the restaurant’s provider, not ours; we hold the restaurant’s keys encrypted and pass the order amount through.

These are not sub-processors of ours. They are services a business chooses to connect, under its own relationship with that provider — we simply move data to and from them on your instruction.

• Your own Razorpay account, for taking customer payments on orders.
• Reservation platforms — currently Zomato for restaurants and Practo for clinics. Where you connect one, bookings and the guest details attached to them flow into SamayQ. What that platform does with the data is governed by its own policies.

We will update this page before a new sub-processor starts handling personal data, and give at least 30 days’ notice by email to account owners.

If you reasonably object to a new sub-processor on data protection grounds, tell us at privacy@samayq.in within those 30 days. We will try to offer you a reasonable alternative. If we cannot, you may terminate the affected part of the Service and receive a refund of the unused portion of your current period.

This notice covers cookies and similar technologies — local storage and session storage — used on the SamayQ website, dashboard, and the public pages we generate for businesses. It supplements our Privacy Policy.

These cannot be switched off — without them, signing in and staying signed in does not work.

Some preferences and in-progress state are kept in your browser’s local storage rather than in a cookie. They stay on your device and are not sent to us as such — where one of them is needed to complete an action, the value is sent with that action only:

• your light or dark theme preference, and which settings groups you have expanded;
• whether the notification chime on a display board screen or a status page is switched on, remembered per screen;
• which one-off prompts and banners you have dismissed, so we do not show them again;
• on a customer status page, the last queue position we showed you, so the page can tell when it has changed, and your high score in the small game you can play while you wait;
• on an ordering page, your cart, the order you have in progress, and the token that records that you verified your phone number at that restaurant — so you are not asked for a code again on your next visit; and
• on a table page, the name you gave so your order is labelled for the kitchen.

If you are a customer who scanned a QR code or opened a status, booking, menu or ordering link, the page you land on sets no advertising or analytics cookies. It uses the items listed above and, on booking pages, the qms_bk cookie. It does not require you to sign in to anything.

• Most browsers let you see, block and delete cookies in their settings. Blocking strictly necessary cookies will prevent you from signing in to the dashboard, and from returning to a verified booking without a new code.
• You can clear local storage from the same settings, which resets the preferences listed above and empties any cart in progress.
• Browsers offer a “Do Not Track” signal. There is no agreed standard for how a site should respond to it, and we do not currently change behaviour based on it. We do not engage in cross-site tracking regardless.
• Questions about any of this go to privacy@samayq.in.

SamayQ is a queue management service used by businesses in India. When you join a line at a business that uses us, your details go into our system — but they belong to that business, not to us. They decide what to collect and how long to keep it. We just run the software.

Usually very little:

• Your phone number. This is the only thing the system really needs.
• Your name, if you or the staff typed one in.
• Your place in the line — when you joined, when you were called, when you were served, and your ticket number.
• Anything else the business asked for — for example how many people are in your group, or which counter you need.
• Whether messages reached you. We keep a record of each message or call and whether it was delivered or answered.
• What you told them afterwards — a star rating or a comment, if you left one.

We do not know your location. We do not read your other messages. We do not have your email unless you gave it to the business.

1. Messages come over WhatsApp or SMS, from the business you visited, and are about your turn, your booking or your order — nothing else.
2. You may also get a browser notification if you allowed one on the status page, and in some places an automated phone call when it is your turn.
3. The business is required to have your permission before messaging you, and is not allowed to use SamayQ to send you offers or advertising.

If you are getting messages you never agreed to, tell us at hello@samayq.in with the name of the business. We investigate this, and we act on it.

The status link you were sent is private to you. It shows your position in the line and roughly how long is left. It has a long random address so nobody can guess it, and search engines are blocked from indexing it.

Do not forward it — anyone who opens it sees your place in the queue. It stops being useful once you have been served.

Some businesses put a screen on the wall showing who is being called. If yours does, it shows your ticket number and at most your first name with the initial of your last name — for example “Sridhar R.” It never shows your phone number or your full name.

At a clinic, the front desk may also ask your age and gender, and your status page may offer a short form where you can describe your symptoms, allergies and history so the doctor has it before you go in. The clinic can also attach reports and scans to your record for your next visit.

• The form is optional. Leave it blank if you would rather tell the doctor in person.
• What you write is seen only by that clinic’s staff. It is never sent in a message, read out on a call, shown on the screen in the waiting room, or shared with anyone else.
• Reports the clinic attaches are kept in private storage. They can be opened only by the clinic’s staff, through a link that expires after a few minutes.
• You can ask the clinic to delete the form or any document at any time, and they can do it on the spot.

If you ordered food or paid a bill from a link, the money went to the restaurant’s own payment account — not to us. Your card or UPI details were entered with their payment provider, Razorpay, and never reach SamayQ. For a refund, ask the restaurant; it is their money to return.

Some businesses choose to show a small advert on the status page, and there is a simple game you can play while you wait. The advert is picked by the type of business and where it is — a restaurant in one city, a clinic in another — never by anything about you. We count how many times an advert was shown and tapped in a day, and how long the game was played, as totals. We do not know who played.

• Tell the staff. They can remove you from the line or turn your notifications off.
• Block the number on WhatsApp. When WhatsApp tells us a number can no longer be reached, we stop sending to it.
• Turn off browser notifications in your browser’s settings for that site.

1. Ask the business. They can remove you from the line, correct your details, delete any documents on your record, and ask us to delete the rest — and we do.
2. Or write to us at privacy@samayq.in. Tell us the name of the business and the phone number you gave them. We will pass it on, help them action it, and step in if they do not respond in a reasonable time.
3. We will check you are who you say you are before we act. We will not delete or hand over someone’s details just because a person knows their phone number.

You have rights over your personal data under the Digital Personal Data Protection Act, 2023 — to see it, correct it, have it deleted, and to complain. The full detail is in our Privacy Policy.

To raise a complaint, contact our Grievance Officer: Gokul Reddy, grievance@samayq.in. If you are not satisfied with how we handle it, you can complain to the Data Protection Board of India.