Privacy Policy

1. Overview

QueueCapture (“we,” “our,” or “us”) is a revenue recovery and lead follow-up service for HVAC and home service businesses. This Privacy Policy explains how we collect, use, disclose, and protect information when you use our website (queuecapture.com) and services.

By accessing our website or using our services, you agree to this Privacy Policy. If you do not agree, please discontinue use.

2. Information We Collect

From Business Clients (HVAC Operators)

• Business name, owner name, phone number, and email address
• Business address and service area information
• Call volume, business hours, and operational details you provide
• Billing and payment information (processed through secure third-party payment processors)
• Login credentials for your QueueCapture account
• Communications between you and QueueCapture

From Your Customers (End Users)

In the course of delivering our services on your behalf, we may collect and process information about your customers, including:

• Name, phone number, and email address
• Service request details and communication history
• Appointment and estimate information
• Inbound call data and response records

From Website Visitors

• IP address, browser type, and device information
• Pages visited, time on site, and referral source
• Information submitted through contact and inquiry forms

3. How We Use Your Information

We use collected information to:

• Deliver, operate, and improve our revenue recovery services
• Send automated SMS messages and follow-ups on behalf of your business
• Create and manage your account and client dashboard
• Process payments and manage billing
• Communicate with you about your account, support requests, and service updates
• Comply with legal obligations, including A2P 10DLC compliance requirements
• Detect and prevent fraud or unauthorized access
• Analyze and improve website and service performance

4. SMS/Text Messaging & Phone Data

QueueCapture sends automated SMS messages on behalf of client businesses to their customers as part of missed-call recovery and lead follow-up services.

Consent

SMS messages are sent only to individuals who have initiated contact with the client business (e.g., by calling or submitting a form) or who have an established business relationship, in accordance with TCPA guidelines. When you submit your phone number through queuecapture.com (including the booking form), you consent to receive text messages from QueueCapture about your inquiry and appointments. Our clients are responsible for ensuring appropriate consent from their own customers.

Opt-Out & Help

Every automated SMS message includes opt-out language. Recipients can reply STOP at any time to immediately unsubscribe from all further messages. Reply HELP for assistance. Opt-out requests are processed automatically and immediately.

A2P 10DLC Registration

All business SMS messaging sent through QueueCapture is registered under the Application-to-Person (A2P) 10-Digit Long Code (10DLC) framework as required by U.S. wireless carriers. We maintain all required registrations to ensure compliant and deliverable messaging.

Message Rates & Frequency

Message and data rates may apply. This is determined by the recipient's wireless carrier and plan. Message frequency varies based on the nature of your inquiry and appointments.

5. Information Sharing and Disclosure

We do not sell, rent, or trade your personal information. We may share information with:

• Service Providers: Third-party vendors that help us operate our services (e.g., CRM platforms, SMS delivery providers, payment processors, hosting infrastructure). These providers are contractually bound to use your data only to deliver services on our behalf.
• Your Clients' Customers: As a data processor acting on your behalf, we process customer data solely to deliver the agreed services.
• Legal Requirements: When required by law, court order, or government authority, or to protect the rights and safety of QueueCapture, our clients, or the public.
• Business Transfers: In the event of a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction, with advance notice provided.

6. Data Retention

We retain client account data for the duration of the service relationship and for up to 3 years after termination for legal and compliance purposes. Customer contact data processed on behalf of clients is retained for the period necessary to deliver services and as required by applicable law. You may request deletion of your data at any time (see Section 8).

7. Security

We implement industry-standard security measures including encryption in transit (TLS/HTTPS), encryption at rest, access controls, and regular security reviews. While no system is 100% secure, we take reasonable precautions to protect your information from unauthorized access, loss, or disclosure.

8. Your Rights and Choices

You have the right to:

• Access the personal information we hold about you
• Correct inaccurate or outdated information
• Request deletion of your personal information (subject to legal retention requirements)
• Opt out of SMS communications by replying STOP to any message
• Withdraw consent for data processing where consent is the legal basis

To exercise these rights, contact us at qualeem@queuecapture.com.

9. Cookies and Tracking

Our website uses essential cookies to ensure basic functionality. We may use analytics tools to understand how visitors use our site. We do not use third-party advertising cookies. You can control cookie settings through your browser, though disabling cookies may affect site functionality.

10. Children's Privacy

Our services are not directed to individuals under 18. We do not knowingly collect personal information from minors. If you believe we have inadvertently collected such information, contact us immediately.

11. Changes to This Policy

We may update this Privacy Policy periodically. We will notify clients of material changes by email or through the client dashboard. Continued use of our services after changes take effect constitutes acceptance of the updated policy.

12. Contact

For questions or requests regarding this Privacy Policy: