Privacy Policy

Effective: 18 November 2025
Last Updated: 18 November 2025

Welcome to Queue EZ. This policy explains how we collect, use, store and protect personal data across our website, iOS app and related web pages including queue join, live status and scheduling pages. It reflects our current architecture, including Firebase based authentication, Firestore, performance dashboards, KPI tracking, advisor rotation, QR based web flows, push and SMS notifications, and in app subscriptions such as Performance Pro.

1) Who We Are

EZ Made Ltd (UK)

Company No: 16473008

Address: 11 Hampton Grove, WA14 5AW, United Kingdom
Email: privacy@ez-made.co.uk

2) What We Collect

A. Information you provide

Account setup

  • Name and email address
  • Organisation or store details
  • Optional profile and branding details

Queue and scheduling

  • Customer name or a label such as “No name”
  • Journey type, for example sale or service
  • Service or reason for visit
  • Optional preferred advisor
  • Scheduling date and time
  • Optional notes or tags entered by you

Branding and UI

  • Uploaded logos or images for use on QR cards and web pages
  • Button, gradient and theme colours
  • Custom labels and wording used on customer facing pages

Performance and KPIs

  • Performance metrics you choose to record such as items sold, outcomes and KPIs per advisor or store
  • Configuration of KPIs, linked KPI settings and store targets

Support

  • Information you send us in support emails or feedback, such as contact details and a description of the issue

B. Information collected automatically

  • Device and usage data such as IP address, browser or device type, operating system, timestamps and app or page events
  • Authentication state through Firebase Authentication
  • App and dashboard usage such as which screens are used and how often features are accessed
  • Crash and performance data such as error logs, launch time and hang rate via Apple and Firebase diagnostics
  • Subscription and entitlement status from Apple, for example whether Performance Pro is active, but not your full payment card details
  • Push notification identifiers such as APNs or FCM tokens and web push subscription data, used only to deliver notifications you or your tenant have enabled
  • PWA runtime information where a progressive web app is used, such as service worker installs and updates

C. Cookies, local storage and similar technologies

  • Authentication and session data via Firebase, required for secure areas of the app and web dashboard
  • Local storage in the browser for preferences such as queue layout, theme choices and whether a QR status page has been acknowledged
  • Local storage on queue join pages for optional SMS alerts, where a customer chooses to enter a phone number. Phone numbers used for SMS alerts are not written to Firestore and are only passed to the SMS provider for message delivery.
We do not use these technologies for third party advertising or data brokering.

3) How We Use Data

We use personal data to:

  • Operate live queues and appointments, including advisor rotation, next up indicators and estimated wait times
  • Show and manage customer records, including rescheduling, marking customers as served or left and moving them between queue, serving and scheduled views
  • Provide Performance Pro features, including performance dashboards, KPI logging, store targets and advisor level metrics
  • Render your chosen branding and theme, including logos, gradients, labels and button styles, across app and web experiences
  • Provide QR based flows and web pages for joining the queue, viewing live queue status, cancelling or rescheduling and scheduling new appointments
  • Deliver notifications, including in app, web push, native push and SMS queue alerts where enabled
  • Manage subscriptions and entitlements, for example to determine which features your account can use and when a trial or subscription ends
  • Secure accounts, detect abuse, prevent fraud and improve stability and performance
  • Provide customer support and comply with legal and regulatory obligations

We do not use personal data for third party advertising.

4) Legal Bases (UK GDPR)

  • Contract to deliver core queue, scheduling, subscription and performance features you request
  • Legitimate interests to perform analytics, improve the product, maintain security and prevent fraud
  • Consent for optional marketing communications and tenant enabled SMS alerts where these are used

5) Where We Store Data

We use Firebase, which runs on Google Cloud, for:

  • Authentication
  • Firestore database
  • Hosting and Cloud Functions
  • Storage for brand assets such as logos and QR images

Transport is protected with TLS and access is restricted to authorised personnel and service accounts.

Payments and subscriptions for the iOS app are processed by Apple. We receive confirmation of purchase and subscription status from Apple but do not see full payment card information.

6) Data We Maintain in Firestore

The exact structure can evolve but typically includes:

  • users/{uid}/queue live queue entries, including customer label or name, journey or service type, timestamps, optional preferred advisor, flags such as calledToQueue or notifyRequestedAt and internal status fields
  • users/{uid}/served_customers active and closed service interactions, with advisor assignment, timestamps, KPI outcomes and duration information used for dashboards and performance metrics
  • users/{uid}/scheduled_customers scheduled appointments, including time, service type, optional preferred advisor and current status
  • users/{uid}/advisors advisor roster and state such as online or available, currently serving, last served at and other data used for rotation and fair distribution
  • users/{uid}/settings UI, labels and theming, including journey labels, card and button colours, gradients, QR form text, logo references, store hours and time zone and other configuration
  • users/{uid}/performance_settings and related collections for KPI definitions, linked KPI configuration, store targets, advisor level targets and additional performance settings

Information shown on customer facing web pages such as queue join, live status and scheduling is derived from these collections according to the rules you set.

7) Notifications

A. In app and on site

Advisors can mark a customer as notified, or set fields such as calledToQueueAt or notifyRequestedAt. This powers timers and displays in the app and on the live status web page. No phone number is required for these notifications.

Push notification tokens may be stored for your users or, where available, for customers who opt in to web or app notifications. These are used only to deliver queue and appointment alerts, not for advertising.

B. Email and marketing

We may send service emails necessary to operate the product, such as account and security messages.

Marketing or promotional emails are sent only where you have opted in. You can opt out at any time.

C. SMS queue alerts

By default, Queue EZ does not send SMS.

If a tenant enables SMS alerts and the customer chooses to enter a phone number on a queue join or status page, we will:

  • Use the phone number only for queue or appointment alerts through a compliant SMS provider
  • Avoid storing the phone number in Firestore as part of the customer record, except where you explicitly configure this in tenant specific terms
  • Not use phone numbers for marketing or unrelated messaging

The SMS provider may maintain delivery logs for fraud prevention, troubleshooting and compliance. Provider specific retention terms apply and will be described at the point of capture where required.

8) In App Purchases and Subscriptions

The iOS app supports in app subscriptions, including plans such as Performance Pro, which may include a free trial period.

  • Purchases are processed by Apple, which acts as a separate controller for payment data
  • We receive a limited set of purchase and entitlement data so we can determine which features your account can use and when a trial or subscription ends
  • We do not receive full card details from Apple

Purchase records may be used for internal analytics such as understanding which plans are in use and to provide support for billing queries.

9) Sharing

We do not sell personal data.

We share data only with:

  • Service providers such as Google Firebase and Apple that help us deliver authentication, hosting, storage, notifications, diagnostics and subscriptions
  • SMS providers where your tenant enables SMS queue alerts
  • Professional advisers or authorities where legally required, for example in response to lawful requests

All subprocessors are subject to appropriate data protection terms.

10) Retention

  • Queue entries are removed or moved to served or scheduled collections when served, cancelled or marked as left
  • Served history and performance data are retained for operational analytics and dashboards while your account is active, unless you ask us to remove them where we can
  • Scheduled customers are retained until the appointment completes, is cancelled or is cleared by you
  • Account and settings data are kept while you maintain an account. If you close your account or request erasure, we will remove or anonymise personal data subject to legal retention obligations
  • Logs, diagnostic and crash data are kept for a limited period needed to improve stability and security

11) Your Rights

Depending on your location, you have the right to:

  • Request access to your personal data
  • Correct inaccurate data
  • Request deletion, subject to legal and contractual limits
  • Restrict or object to certain forms of processing
  • Request data portability where applicable
  • Withdraw consent for optional processing such as marketing or SMS alerts
  • Lodge a complaint with the Information Commissioner’s Office or your local regulator

You can exercise these rights by emailing privacy@ez-made.co.uk.

12) Children

Queue EZ is not intended for children under 13 and is designed for business users managing queues and appointments. We do not knowingly collect data from children under 13. If you believe a child has provided us with personal data, contact us so we can delete it.

13) Security

We use technical and organisational measures such as:

  • TLS encryption in transit
  • Firebase security rules and access controls
  • Role based access for staff and the principle of least privilege
  • Regular review of authentication, authorisation and Firestore rules
  • Monitoring of logs and crash data to identify issues

No system is perfectly secure, but we work to protect your data and respond quickly to incidents.

14) PWA, Service Workers and Caching

Where you enable the progressive web app experience or use our web pages:

  • A service worker may cache static resources to improve performance and provide resilience
  • You can clear cached data and storage through your browser settings
  • This does not change your privacy rights

15) Changes

We may update this policy as we add or change features such as Performance Pro, QR flows, dashboards or notification methods.

When changes are significant, we will notify you through the app, dashboard or by email. The Last Updated date will always show the latest version.

16) Contact

EZ Made Ltd
11 Hampton Grove, WA14 5AW, United Kingdom
privacy@ez-made.co.uk

If you have questions about this policy or how Queue EZ handles personal data, contact us at the address above.