Effective Date: 18 September 2026
Queuelo Technologies Private Limited (“Queuelo”, “Quelo”, “we”, “us” or “our”) provides clinic-management and patient-communication technology to healthcare organisations. This Privacy Policy explains how personal data is collected, used, disclosed, retained and protected when Quelo is used, including communications sent or received through the WhatsApp Business Platform.
This Privacy Policy applies to:
A hospital, clinic or healthcare professional using Quelo (the “Healthcare Provider”) determines why and how patient data is used for care and administration. Queuelo generally processes that patient data on the Healthcare Provider’s instructions. The Healthcare Provider’s own privacy notice may also apply. Queuelo separately determines how it processes business-account, website, security and support data required to operate Quelo.
| Category | Examples |
|---|---|
| Identity and contact data | Name, mobile number, email address, date of birth, age, gender and patient or hospital identifier. |
| Appointment and queue data | Healthcare Provider, doctor, appointment time, token number, queue position, estimated waiting time and attendance status. |
| Health and clinical data | Symptoms, clinical notes, findings, investigations, prescriptions, follow-up advice, laboratory reports and related care records entered by authorised Healthcare Provider personnel. |
| ABDM information | ABHA number, ABHA address, care-context and consent-related information where the Healthcare Provider enables ABDM functions and the required authorisation exists. |
| Billing data | Services, invoices, receipt amounts and payment method. Quelo does not intend to store full payment-card credentials. |
| WhatsApp and communication data | Phone number, message content, template used, replies, consent or opt-out status, message identifiers and sent, delivered, read or failed status. |
| Account and technical data | Authorised-user account details, role, audit records, IP address, browser or device information, timestamps, error logs and security events. |
We may receive personal data:
Depending on the service and the Healthcare Provider’s instructions, personal data may be processed to:
Processing is undertaken on an applicable basis such as consent, the provision of requested healthcare or communication services, compliance with law, or other uses permitted under applicable data-protection law. Where processing depends on consent, consent may be withdrawn subject to legal, medical-record and operational requirements.
When a Healthcare Provider or Quelo communicates through WhatsApp, relevant information is transmitted through Meta’s WhatsApp Business Platform. Meta processes information under its own terms and privacy policy. WhatsApp should not be used for emergencies. In an emergency, contact the Healthcare Provider or an appropriate emergency service directly.
For information about Meta’s practices, see the WhatsApp Privacy Policy and Meta Privacy Policy.
Personal data may be disclosed only as reasonably necessary to:
We do not sell patient personal data.
Quelo and its service providers may process or store information in India or other locations where they operate, subject to applicable law and contractual or technical safeguards. Use of WhatsApp also involves Meta’s infrastructure and its applicable international data-processing arrangements.
Personal data is retained only for as long as reasonably necessary for the purposes described above, the Healthcare Provider’s documented requirements, applicable medical-record obligations, dispute resolution, security, audit and legal compliance. Retention periods may therefore differ by record type and Healthcare Provider. When retention is no longer required, data is deleted, anonymised or securely isolated as appropriate, subject to backup cycles and lawful retention requirements.
We use reasonable administrative, technical and organisational safeguards designed to protect personal data. These include role-based access, authentication, transport encryption, audit logging, environment separation, backups and monitoring, as appropriate to the service. No system or transmission method is completely secure; users and Healthcare Providers must also protect credentials, devices and authorised access.
Subject to applicable law, an individual may request information about processing, access to personal data, correction of inaccurate data, deletion where applicable, withdrawal of consent, grievance resolution or nomination of another person to exercise rights in legally permitted circumstances.
Requests concerning a patient’s clinical record should normally be made first to the Healthcare Provider that collected or created it. Queuelo will assist the Healthcare Provider as required. Requests concerning a Quelo business account, website interaction or direct communication may be sent to the contact in Section 14. We may request information reasonably necessary to verify identity and authority before acting.
To request deletion of data associated with Quelo or its Meta/WhatsApp integration:
We or the relevant Healthcare Provider will acknowledge and process a valid request within the period required by applicable law. Some information may be retained where required for medical records, billing, fraud prevention, legal compliance, dispute resolution or the establishment, exercise or defence of legal claims. Where deletion is not legally available, the requester will be informed as appropriate.
Quelo may process information about children or minors when a Healthcare Provider uses the platform to deliver healthcare. The Healthcare Provider is responsible for obtaining consent or authorisation from a parent, lawful guardian or other authorised person where required. Quelo is not intended for independent use by children to create business accounts.
We may update this Privacy Policy to reflect changes in law, technology or our services. The revised policy will be posted at this URL with an updated effective date. Material changes may also be communicated through the service or to affected Healthcare Providers.
For privacy questions, rights requests or grievances, contact:
Privacy/Grievance ContactThis policy is intended to be read consistently with applicable Indian data-protection, healthcare and information-technology law, including the Digital Personal Data Protection Act, 2023 and applicable rules or commencement notifications, as in force from time to time.
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