Privacy Policy

ClineUp ("ClineUp", "we", "us", or "our") operates a real-time clinic queue and token-tracking platform, delivered through the ClineUp patient app, the clinic staff app, and the web (QR) queue page. This Privacy Policy explains what information we collect, why we collect it, how we use and share it, and the choices you have. By using ClineUp, you agree to the practices described here.

1. Information we collect

a. Information you give us

• Phone number — used to sign you in and confirm your identity through a one-time password (OTP). This is the primary way we identify you.
• Name — so the front desk and doctor can call the right person. A patient may be registered by a family member operating the phone on their behalf.
• Profile details — optional information you add during onboarding, such as gender, year of birth, your city, and a profile photo, to personalise your experience.
• Location — when you use the "find nearby clinics" feature, we use your device's location (GPS coordinates) and/or a place you search for or pin on the map. We save the chosen coordinates and city to your profile so we can show clinics near you. Location is accessed only while you are using this feature — we do not track you in the background.
• Queue & visit details — the clinic and doctor you choose, the token number you take, your queue position, check-in status, the name you enter if you book on behalf of someone else, and any optional rating or review you leave.
• Walk-in details — if a receptionist adds you as a walk-in at the desk, the name and (optionally) phone number they enter for you.
• Clinic & staff details — for clinic owners, receptionists, and doctors: name, role, clinic name, location and image, working schedule, and (where available) a doctor's public NMC registration number and photo used to display a verification badge.
• Payment details — should any paid feature be used, the amount and a payment reference from our payment processor. We do not receive or store your full card details (see Section 5).

b. Information we collect automatically

• Language preference — so screens display in Bengali or English correctly.
• Log & diagnostic data — server-side records of requests and actions (such as joining or leaving a queue), timestamps, and error logs, used to keep the service working and secure.

2. How we use your information

• To sign you in securely with OTP and keep your session working.
• To place you in a queue, issue your token, and show your live position and estimated wait time.
• To show you in-app notifications, including when your turn is approaching.
• To show clinics near you, when you use the find-nearby-clinics feature.
• To let clinic staff run the queue — call, serve, skip, pause, and add walk-ins.
• To display verified-doctor badges using public registry data.
• To keep ClineUp reliable, prevent abuse, debug problems, and improve the product.
• To respond to your questions and support requests.

3. Why we're allowed to process your data

We process your information to perform the service you asked for (getting you into the queue), based on your consent (for example, notifications and location), to meet our legitimate interests in running and securing the platform, and to comply with applicable law. Where the law requires consent, we ask for it and you can withdraw it at any time.

4. How we share your information

We share your information only as needed to run the service:

• With the clinic you join — the clinic's staff see your name, token, and queue status so they can serve you. This is the whole point of taking a token.
• With our service providers — trusted companies that host and operate ClineUp on our behalf (see the next section). They may only use your data to provide services to us.
• For legal reasons — if required by law, court order, or to protect the rights, safety, and security of users and the public.
• In a business transfer — if ClineUp is involved in a merger, acquisition, or sale of assets, your information may be transferred, and we will notify you of any change.

We do not sell your personal information, and we do not use it for third-party advertising.

5. Service providers we rely on

ClineUp runs on established infrastructure providers who process data strictly to deliver the service:

• Cloud hosting — for running our backend servers (region: Mumbai, India).
• Managed database — to securely store your account and queue data.
• Cache & real-time service — to power the live queue updates you see instantly.
• Maps & geocoding — to display the map and convert a location into a place name when you search for nearby clinics.
• Payments — should any paid features launch, card and payment details are handled by a licensed payment processor; ClineUp does not store your full card details.

6. How long we keep your information

We keep your information only as long as needed for the purposes above: to maintain your account, provide a queue history, meet legal obligations, and resolve disputes. Queue and token records are retained for a limited period to support service continuity and then removed or anonymised. When you ask us to delete your account, we delete or anonymise your personal data except where we must keep some records to comply with the law.

7. How we protect your information

We use technical and organisational measures to protect your data, including encrypted connections (HTTPS/TLS), OTP-based sign-in with no stored passwords, access controls limiting who can see your data, and secured, managed databases. No method of transmission or storage is ever completely secure, but we work to protect your information and to promptly address any issues.

8. Your rights and choices

• Access & correction — ask what data we hold about you and request corrections.
• Deletion — ask us to delete your account and personal data.
• Withdraw consent — turn off notifications or location access at any time in your device settings, or ask us to stop optional processing.
• Object & restrict — object to or ask us to limit certain processing, where the law allows.

To exercise any of these, email us at clineup.official@gmail.com. We may need to verify your identity (for example, via your registered phone number) before acting on a request.

9. Children's privacy

ClineUp is intended to be used by adults. A parent or guardian may register or manage a queue on behalf of a child in their care. We do not knowingly collect data directly from children for their own accounts. If you believe a child has provided us information improperly, contact us and we will remove it.

10. Changes to this policy

We may update this Privacy Policy as ClineUp evolves. When we make material changes, we will update the "Last updated" date above and, where appropriate, notify you in the app. Your continued use of ClineUp after an update means you accept the revised policy.

11. Contact us

If you have any questions, concerns, or requests about this policy or your data, reach us at:

• Email: clineup.official@gmail.com
• Product: ClineUp — clinic queue & token tracking
• Region of operation: West Bengal, India

কোনো প্রশ্ন থাকলে আমাদের ইমেল করুন — আমরা সাহায্য করব।