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Our terms and policies are published here in full. Governed by the laws of India.
SaffQ End-User Licence Agreement
1. Introduction and acceptance
This End-User Licence Agreement ("Agreement" or "EULA") governs access to and use of the SaffQ queue-management platform, including its website, staff console, patient check-in pages, waiting-room display, updates, documentation and related services (collectively, the "Software"). "SaffQ", "we", "us" or "our" means SAFFQ, the business operating SaffQ. "Customer" or "you" means the clinic, hospital, diagnostic centre or other organization acquiring or using the Software. "Authorised User" means a person authorised by the Customer to use the Software, such as an admin, receptionist or provider. By creating an account, accessing or using the Software, you confirm that you have read, understood and agreed to be bound by this Agreement. If you are accepting this Agreement on behalf of an organization, you represent that you have authority to bind that organization.
2. Nature of the service
SaffQ is a cloud-hosted, browser-based service. There is no desktop or mobile app to install, and no local database is kept on Customer-controlled hardware. Access to the Software requires an internet connection at all times, for both staff console use and patient QR check-in.
3. Licence grant
Subject to payment of applicable fees, compliance with this Agreement, and the applicable subscription tier, SaffQ grants the Customer a limited, non-exclusive, non-transferable, non-sublicensable and revocable right to access and use the Software for its internal clinic or business operations. The Software is licensed, not sold. No ownership rights in the Software are transferred to the Customer.
4. Plan tiers
SaffQ currently offers Single Clinic, Multi-Branch and Enterprise plans, each with different facility counts, staff account limits and support levels, as described on the SaffQ pricing page. SaffQ may modify, rename, replace or discontinue plans, subject to commitments already made to existing paid customers. Certain functionality, including live queue tracking, notifications and the waiting-room display, requires an active internet connection and a valid subscription.
5. Customer Data
The Customer retains ownership of data entered into the Software by or on its behalf. Depending on the applicable plan, such data may include:
- organization and facility configuration;
- staff account information and login activity;
- patient queue and token records, including names or phone numbers where collected for notifications;
- visit metadata such as arrival time, service type and assigned provider;
- fee, discount and payment records entered at the desk, and patients' answers to the post-visit rating message;
- support and correspondence records; and
- billing and subscription records.
SaffQ does not claim ownership of Customer Data. The Customer grants SaffQ only such limited rights as are reasonably necessary to provide the Software, provide support requested by the Customer, maintain and secure the service, and comply with applicable law.
6. Customer responsibility for data
The Customer is responsible for the accuracy and legality of data entered into the Software, protecting access credentials, controlling access by its staff, and complying with applicable healthcare, privacy and business laws. SaffQ is a queue-management tool. SaffQ does not operate the Customer's clinic and does not assume responsibility for triage decisions, clinical judgement, appointment scheduling accuracy, or any professional or regulatory decision made by the Customer's staff.
7. No clinical or professional advice
The Software provides queue tracking, estimated wait times, and operational workflow tools. Estimated wait times are informational, best-effort projections and not guarantees. This functionality does not constitute medical, clinical, legal or tax advice, and must not be relied on for urgent medical decisions. The Customer's clinical staff remain solely responsible for triage and patient care decisions.
8. Restrictions
Except to the extent expressly permitted by applicable law, the Customer shall not reverse engineer, decompile or disassemble the Software, attempt to derive its source code, bypass licence or security controls, remove notices, resell or sublicense access, permit unauthorised third parties to use the Software, use it to build a competing product, or interfere with SaffQ's systems or services.
9. Intellectual property
All intellectual property rights in the Software, including its source code, architecture, designs, interfaces, documentation, queue and notification logic, branding, trademarks and databases, remain exclusively owned by SaffQ or its licensors. Nothing in this Agreement transfers ownership of SaffQ intellectual property to the Customer. Any feedback, suggestions, feature requests or improvement ideas that the Customer or its Authorised Users provide about the Software may be used by SaffQ without restriction or obligation, and any resulting features or improvements shall be owned solely by SaffQ.
10. Subscription term and renewal
The Software is licensed on a subscription basis as set out in the applicable order or plan. Unless otherwise agreed, renewal is not automatic merely because the Customer continues to have an account. SaffQ may provide advance expiry notifications. Upon expiry or non-renewal, SaffQ may restrict access to functionality requiring a valid subscription. SaffQ does not intend to unnecessarily prevent Customers from accessing their historical records, but continued availability may depend on the applicable product version.
11. Payments
Applicable subscription, implementation or support charges are payable in accordance with the applicable plan or invoice. Unless otherwise agreed, fees are non-refundable, applicable taxes may be charged separately, and late payments may result in suspension of access. Any payment dispute must be raised promptly and in good faith.
12. Suspension
SaffQ may suspend or restrict access where reasonably necessary due to non-payment, suspected fraud, misuse, security risk, unlawful activity, material breach of this Agreement, or legal requirement. Where reasonably practicable, SaffQ will attempt to provide notice.
13. Updates
As a cloud-hosted service, SaffQ applies updates, fixes and improvements directly to the hosted platform. No separate installation action is required by the Customer.
14. Third-party components
The Software may integrate with third-party services, such as hosting, messaging or notification providers. Such components may be governed by their own terms. Nothing in this Agreement grants ownership of third-party intellectual property to either party.
15. Disclaimer of warranties
To the maximum extent permitted by applicable law, the Software is provided on an "as is" and "as available" basis. SaffQ does not warrant that the Software will operate without interruption, be error-free, meet every Customer requirement, or be compatible with every device or browser. Nothing in this Agreement excludes any warranty that cannot lawfully be excluded.
16. Limitation of liability
To the maximum extent permitted by applicable law, SaffQ shall not be liable for indirect, incidental, consequential, special or punitive losses, or for loss of profits, revenue or goodwill. SaffQ shall not be liable for losses arising from clinical or triage decisions made by the Customer's staff, inaccurate wait-time estimates, data entered by the Customer, or the Customer's internet or device failures. SaffQ's aggregate liability arising from the Software shall not exceed the amount actually paid by the Customer to SaffQ during the twelve months immediately preceding the event giving rise to the claim.
17. Indemnity
To the extent permitted by law, the Customer shall indemnify SaffQ against losses directly arising from the Customer's unlawful use of the Software, its Customer Data, unauthorised access caused by the Customer's negligence, its clinical operations, or its breach of applicable law.
18. Termination
SaffQ may terminate this Agreement where the Customer materially breaches it and, where the breach is capable of remedy, fails to remedy it within a reasonable period after notice. Upon termination, access to the Software may be disabled and the Customer must stop any unauthorised use of SaffQ intellectual property.
19. Data after termination
As SaffQ is a cloud-hosted service, Customer Data is stored on SaffQ's hosting infrastructure. Following termination, SaffQ will make Customer Data available for export for a reasonable period before deletion, unless a longer retention period is required by law. The Customer remains responsible for exporting data it wishes to keep.
20. Governing law
This Agreement is governed by the laws of India. Subject to applicable law and any agreed dispute-resolution mechanism, courts having competent jurisdiction over SaffQ's principal place of business shall have jurisdiction. Before initiating formal legal proceedings, both parties shall first make a good-faith attempt to resolve the dispute amicably.
21. Changes to this Agreement
SaffQ may update this Agreement from time to time. Material changes will be communicated through the Software, the SaffQ website, or email. Continued use after an updated Agreement becomes effective constitutes acceptance where legally permitted.
22. Severability
If any provision of this Agreement is found by a court of competent jurisdiction to be invalid or unenforceable under applicable law, that provision shall be limited or removed to the minimum extent necessary, and the remaining provisions of this Agreement shall continue in full force and effect.
23. Contact
Website: https://saffq.com. Support: support@saffq.com.
↑ Back to all documentsPrivacy Policy
1. Purpose
This Privacy Policy explains how SAFFQ collects, uses, stores, shares and protects information when clinics, diagnostic centres, hospitals, staff users, patients, or website visitors use SaffQ and related websites or services. It is intended to operate alongside applicable Indian law, including applicable data-protection legislation.
2. Information we collect
We may collect staff account information such as name, work email, role, organization, facility, login activity, and support communications. We may process patient queue information supplied by participating healthcare providers, including phone numbers used for queue notifications, token identifiers, appointment or visit metadata, queue status, timestamps, and facility context. Where a clinic uses the fee feature, this also includes the consultation fee, any discount, whether the fee was marked paid or refunded at the desk, and which staff member recorded it; SaffQ does not take or process payments and holds no card or bank details. Where a clinic uses the visit-rating message, it includes the patient's one-tap answer, linked to the visit. A clinic's administrator can download a report file (Excel or PDF) containing the names and phone numbers of that clinic's patients, for the clinic's own records. Our servers keep technical records such as IP address, browser type and request times for security and to keep the service running. If you send a message through the website contact form, we receive the details you enter (for example your name, email address, phone number, clinic name and message).
3. How we use information
We use information to provide QR check-in, live queue tracking, notification delivery (including messages to a patient when their token is moved or cancelled because their doctor is unavailable), staff console access, facility administration, recording fees at the desk and producing reports for the clinic, service security, audit logs, customer support, product improvement, billing administration, and compliance with legal obligations. We do not use patient queue data to sell advertising.
4. Healthcare provider responsibilities
Participating clinics, diagnostic centres, hospitals and healthcare organizations are responsible for deciding what patient data is entered into SaffQ, giving required notices, obtaining required consents, and complying with applicable healthcare, privacy and data-protection laws. SAFFQ processes customer-controlled patient data only to provide the service.
5. Cookies and analytics
The SaffQ website (saffq.com) sets no cookies and uses no analytics or tracking tools. The SaffQ application (app.saffq.com) uses local storage on your device only to keep staff sessions secure and to remember your own preferences, such as the clinic you last visited; it does not use advertising or analytics cookies.
6. Third-party processors
We may share information with trusted processors that help provide hosting, database storage, authentication, communications, SMS or messaging, monitoring, customer support and security. Processors may access information only as needed and must protect it under appropriate contractual obligations. At the date of this policy they include: Render (hosting and the database for the SaffQ application), Cloudflare (hosting of this website and its domain name service), Meta (WhatsApp Business messages to patients and staff), TextBee (text messages sent from a mobile phone, used when WhatsApp cannot deliver), Sentry (error monitoring, configured to leave out patient data), Formcarry (delivery of messages sent through the website contact form) and Cloudflare (a free security check on the online booking page that tells people from automated programs, used where switched on; Cloudflare sees your IP address and browser details for that purpose). We will update this list when it changes.
7. Data retention
We retain information for as long as needed to provide SaffQ, comply with legal obligations, resolve disputes, enforce agreements, maintain security logs, and support customer administration. Queue records are currently kept for as long as the clinic's account is active. A clinic can ask SaffQ to delete its records, and SaffQ deletes or returns the clinic's data after the service ends as set out in the Terms. Automatic deletion after a fixed period is not yet in place; the period will be agreed with each clinic and applied through the service, and a clinic remains responsible for keeping records for as long as the law requires.
8. Security
We use administrative, technical and organizational safeguards designed to protect information against unauthorized access, loss, misuse or alteration. No system is perfectly secure, and customers should use strong passwords and role-based, facility-scoped access controls.
9. Support access
SaffQ does not require standing access to a Customer's data beyond what the Software needs to operate. Where support requires reviewing account or configuration information to investigate a reported issue, access is limited to what is reasonably necessary.
10. User rights and choices
Depending on location and applicable law, users may have rights to access, correct, delete, restrict, object to processing, export, or withdraw consent for certain personal information. Staff users should contact their organization administrator or support@saffq.com. Patients should contact the clinic or healthcare provider that controls their visit data, or support@saffq.com for routing assistance.
11. International transfers
Information may be processed in countries where we or our processors operate. Where required, we use appropriate safeguards for cross-border transfers.
12. Contact
For privacy inquiries, contact SAFFQ at support@saffq.com.
↑ Back to all documentsTerms of Service
1. Application
These Terms of Service govern access to and use of SaffQ by customers, staff users, administrators and website visitors. The contracting entity is SAFFQ. Where there is a conflict between a signed written commercial agreement, an accepted order, these Terms, and the End-User Licence Agreement, the higher applicable document shall prevail to the extent of the conflict.
2. Service description
SaffQ is cloud-hosted queue-management software for clinics, diagnostic centres, hospitals and related healthcare organizations. The service includes QR check-in, live queue tracking, staff console access, provider status controls, multi-facility administration, a public waiting-room display, a record of the consultation fee and its payment status kept at the desk, reserved token numbers for the clinic's own use, daily reports that the clinic can download, and messages to patients when their doctor becomes unavailable. SaffQ does not collect or process payments between a patient and a clinic. SaffQ is not a medical device and does not provide medical advice.
3. Quotations and plans
Unless expressly stated otherwise, quotations are invitations to contract, pricing may change before acceptance, taxes are additional where applicable, and feature availability depends on the selected plan (Single Clinic, Multi-Branch, or Enterprise).
4. Accounts and responsibilities
Customers are responsible for account administration, user permissions, facility configuration, data entered into the service, password security, patient notices, and compliance with applicable laws. Staff users must use SaffQ only for authorized work purposes and must not share credentials.
5. Acceptable use
Users must not misuse SaffQ, attempt unauthorized access, interfere with service operations, upload malicious code, reverse engineer restricted parts of the service, send unlawful messages, violate privacy rights, or use SaffQ in a way that creates safety, security or legal risk.
6. Implementation and onboarding
Where SaffQ provides implementation or onboarding assistance, the Customer must provide reasonable cooperation. SaffQ shall not be responsible for delays caused by incomplete Customer information, unavailable hardware or personnel, Customer-side internet problems, or third-party systems.
7. Support
Support levels vary by subscription and may include installation assistance, troubleshooting, bug investigation, updates, and general usage guidance. Support does not necessarily include custom development, hardware repair, data reconstruction, or regulatory consulting.
8. Subscription and billing
Subscription fees, billing cycles, renewals and cancellations follow the applicable plan or order form. Unless stated otherwise, fees are non-refundable to the extent permitted by law.
9. Data ownership and backups
The clinic, diagnostic centre, hospital or healthcare organization owns its patient data and customer content. SaffQ maintains backups of Customer Data hosted on its cloud infrastructure as part of the service. This does not replace the Customer's own responsibility to periodically export records it considers critical.
10. Confidentiality and security
Each party may receive confidential information from the other. The receiving party must protect it using reasonable care and use it only for the purposes of the relationship. Customers must configure access controls and promptly report suspected unauthorized use.
11. Availability and changes
We aim to provide a reliable service but do not guarantee uninterrupted availability unless a separate service-level agreement applies. We may modify features to improve safety, security, performance or usability.
12. Disclaimers and liability limits
To the extent permitted by law, SaffQ is provided without warranties not expressly stated in the agreement. SAFFQ is not liable for indirect, incidental, special, consequential, exemplary or punitive damages, lost profits, lost data, or business interruption, subject to the liability cap set out in the End-User Licence Agreement.
13. Termination
Either party may terminate according to the order form or subscription terms. We may suspend or terminate access for non-payment, security risk, unlawful use, material breach, or legal requirement. After termination, data export and deletion follow the Privacy Policy and the End-User Licence Agreement.
14. Severability
If any provision of these Terms is found invalid or unenforceable, that provision shall be limited or removed to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.
15. Governing law and contact
These Terms are governed by the laws of India, with disputes handled in the courts having jurisdiction over SaffQ's principal place of business. Before initiating formal legal proceedings, both parties shall first make a good-faith attempt to resolve the dispute amicably. Contact SAFFQ at support@saffq.com for legal notices.
↑ Back to all documentsCloud Services Terms
1. Application
SaffQ is delivered entirely as a hosted, cloud-based service — there is no offline or locally installed version. These terms apply to the SaffQ hosted service as a whole, including the staff console, patient check-in pages, and the waiting-room display.
2. Internet dependency
Use of SaffQ requires an active internet connection at all times, for staff devices, patient check-in, and any device running the waiting-room display. Temporary loss of internet connectivity may delay queue updates, notifications and remote access. SaffQ is not responsible for failures caused by the Customer's internet service or local network.
3. Live queue synchronisation
Queue status shown to patients and on the waiting-room display is intended to reflect near-real-time updates from the staff console. The Customer acknowledges that updates may not be instantaneous, and that brief display lag can occur during connectivity issues.
4. Availability
SaffQ will use commercially reasonable efforts to maintain the hosted service. SaffQ does not guarantee uninterrupted availability. Maintenance, security events, infrastructure failures and third-party provider failures may affect availability.
5. Waiting-room display devices
The Customer is responsible for the hardware, power supply, and internet connectivity of any device it uses to run the public waiting-room display. SaffQ is not responsible for display interruptions caused by the Customer's device or venue infrastructure.
6. Contact
Questions about the hosted service can be sent to support@saffq.com.
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