Privacy policy

This policy explains how Filaro handles personal data. "Filaro", "we" and "us" mean the operator of filaro.app. We keep the amount of data we collect small on purpose, and we do not sell it or use it for advertising.

1. Two kinds of people this covers

Filaro is used by shops (the businesses that run a queue or take bookings) and by their customers (the people who join a queue or book an appointment). How we act depends on which one you are:

• For shop account data (the business owner's details), Filaro is the data controller.
• For a shop's customer data (the names, numbers and bookings that customers enter), the shop is the data controller and Filaro acts as its processor, handling that data on the shop's behalf to run the queue and bookings. If you are a customer with a request about your data, the shop you visited is your first point of contact, and we will help them respond.

2. What we collect

Shop accounts. When you create a shop we collect your email address, a password (stored only in a securely hashed form, never in plain text), your shop's details, and, if you subscribe to a paid plan, the billing information needed to process payment.

Joining a queue. When a customer joins a shop's queue we store the name they enter, an optional phone number, and their party size. This lets the shop manage their place in line and, if a number was given and they opted in, message them when it is their turn.

Booking an appointment. When a customer books an appointment we store their name, email address, an optional phone number, the service and time they chose, and any note they add to the booking. This is used to confirm and manage the appointment.

Basic technical data. Like most websites, our servers process limited technical information (such as an IP address) as part of delivering pages securely and keeping the service reliable. We always use the essential cookies needed to keep you signed in and make the site work, and privacy-friendly, cookieless analytics to understand overall usage.

Advertising measurement (only with your consent). On our own marketing pages, if you accept our cookie banner, we load the Meta (Facebook) Pixel to measure how our ads perform (for example, whether an ad led to a sign-up). It sets cookies and shares limited event data with Meta. It never loads until you accept, you can decline, and we do not run advertising trackers on your customers' queue or booking pages.

3. Why we use it, and our legal basis

We use personal data only for clear, limited purposes:

• To provide the service (run queues, manage appointments, operate shop accounts). Legal basis: performance of a contract.
• To send messages you asked for, such as a notification that it is your turn. Legal basis: your consent (see below).
• To keep the service secure and working, and to prevent abuse. Legal basis: our legitimate interests.
• To meet legal and accounting obligations, such as keeping payment records. Legal basis: compliance with a legal obligation.

4. Messaging is opt-in

We only send a customer a WhatsApp or text message if they have opted in to receive it. Opting in is a deliberate, confirmed choice, and you can withdraw it at any time by replying to stop or by leaving the queue. If you never opt in, we do not message you; you simply track your place from the page in your browser. Shops must only message customers who expect to hear from them, and may not use Filaro to send marketing or spam.

5. How long we keep it

A queue customer's name and phone number are used only to manage their place in the queue and are anonymized within 24 hours. After that window, personal details are removed and only non-identifying counters (such as how many people were served) remain, so a shop can still see basic activity without us holding anyone's personal data.

Appointment details are kept while they are needed to manage the booking, and are removed or anonymized after the appointment has passed. Shop account and payment records are kept for as long as the account is active and, afterwards, only for as long as the law requires (for example, for tax and accounting).

6. Who we share it with

We do not sell your data and we do not share it for advertising. We share personal data only with the service providers we rely on to run Filaro, and only as far as they need it to do their job:

• Hosting. The infrastructure that stores data and runs the app, located in the European Union.
• Messaging. To deliver the WhatsApp or text notifications you opt in to.
• Payments. A third-party payment provider that processes subscription payments for shops. Filaro does not store your full card details.
• Advertising measurement. Meta (Facebook), only if you accept the cookie banner, to measure how our ads perform. You can decline.

These providers act under agreements that require them to protect the data and use it only on our instructions. We may also disclose data if the law requires it.

7. Where data is stored

Data is hosted on infrastructure located in the European Union. Where any provider processes data outside the EU, we take the steps required by law to keep it protected.

8. Security

We take reasonable technical and organizational measures to protect personal data, including encryption in transit, hashed passwords, and limiting who can access data. No service can promise perfect security, but we design Filaro to hold as little personal data as possible and to remove it quickly. If a data breach affecting you occurs, we will act on it and notify you and the relevant authorities where the law requires.

9. Your rights

Under the GDPR and similar laws you may request access to, a copy of, correction of, or deletion of your personal data, and you may object to or ask us to restrict certain uses. Where we rely on consent, you can withdraw it at any time without affecting what came before.

As a customer, you can also leave a queue at any time using the "Leave queue" button, which removes you immediately, or cancel an appointment you booked. Because a shop is the controller of its customers' data, please send customer requests to the shop you visited; we will help them act on it. You also have the right to complain to your local data protection authority.

10. Children

Filaro is intended for businesses and their adult customers. It is not directed at children, and we do not knowingly collect data from children. If you believe a child has provided us data, contact us and we will remove it.

11. Changes to this policy

We may update this policy from time to time. If we make a material change, we will take reasonable steps to let you know and will update the date at the top of this page.

12. Contact

For any privacy request or question, contact us through our contact page. If your request is about data you entered when visiting a specific shop, please also contact that shop, since they control that data. See also our Terms of Service.