Privacy Policy

At Matrika OÜ (“FeelIntent”, “we”, “our” or “us”) we are committed to protecting your privacy. This Privacy Policy explains how we collect, store, process, transfer, share and use data that identifies or is associated with you (“personal information”) when you visit feeltent.com (the “Site”) or use our queue and appointment management platform (the “Service”), and our use of cookies and similar technologies.

Please read this policy before using the Site or the Service. We are Matrika OÜ, registry code 17500422, Tallinn, Estonia. Contact: [email protected].

Our role depends on how your personal information reaches us:

• We act as controller when you browse the Site, sign up for a trial or subscription, are the administrative or billing contact for a client organisation, contact support, or receive our marketing. We decide how this information is used.
• We act as processorfor personal information that our clients (banks, hospitals, clinics, government offices, retailers and other organisations — each a “Client”) and their visitors enter into the Service: for example when you check in at a kiosk, book an appointment or receive an SMS at a Client's location. The Client is the controller of that data and we process it only on the Client's instructions. Requests about that data (access, correction, deletion) should be directed to the organisation you visited; we will assist them in responding.

• Account and trial sign-up: first and last name, work email, password (stored hashed), organisation details and trial dates.
• Subscription and billing: billing contact, plan, region, number of desks and branches, and payment details — card data is collected and processed by our payment provider (Stripe); we do not store card numbers.
• Onboarding: location details, staff and desk counts, manager and IT contact details, brand assets and scheduling preferences that you submit through our onboarding flow.
• Support and contact: the content of your messages, your contact details and related records.
• Visitor check-in data (processed for Clients): name (where the Client enables it), phone number (for one-time passcodes and queue SMS), selected service intent or category, visit timestamps, token numbers, desk assignment and — for VIP check-in — single-use codes. The Service is designed for data minimisation: Clients should not enter detailed health or financial records, and we instruct them not to.

When you use the Site or the Service we automatically collect log and device information: IP address, approximate location (country/region — for example to show regional pricing), browser and device type, pages viewed, referring pages and timestamps. We use cookies and similar technologies (such as local storage for your region and language preferences and for keeping kiosks and staff boards signed in). You can control cookies through your browser settings; some are essential for the Service to work.

• to provide, operate and secure the Site and the Service (performance of a contract / legitimate interests);
• to manage trials, subscriptions, billing and renewals (performance of a contract);
• to send service messages such as one-time passcodes, queue notifications and VIP codes by SMS via our SMS provider (performance of a contract / Client instructions);
• to respond to support requests and improve the Service, including aggregated, anonymised analytics (legitimate interests);
• to send marketing about our products only with your consent or as otherwise permitted by law — every message includes an opt-out, and opting out does not affect service messages (consent / legitimate interests);
• to comply with legal obligations.

We keep personal information no longer than needed for the purposes above: account data for the life of the account and a reasonable period afterwards; billing records as required by accounting law; visitor check-in data for as long as the controlling Client instructs (Clients can delete it at any time); one-time codes expire within minutes and are then unusable; logs are kept for a short rolling window. When data is no longer needed we delete or irreversibly anonymise it.

We do not sell personal information. We share it only with service providers (sub-processors) who help us run the Service, under contracts that protect your data:

• Supabase — database, authentication and realtime infrastructure (hosting of Service data);
• Netlify and Cloudflare — application hosting, content delivery and security;
• Stripe — payments and subscription billing;
• Twilio — SMS delivery (one-time passcodes, queue and VIP messages);
• Google — onboarding call scheduling (Google Meet / Calendar).

We may also disclose personal information where required by law, to protect our rights, or as part of a corporate transaction (with notice where required). An up-to-date sub-processor list is available on request.

Personal information is stored on secure infrastructure operated by the sub-processors above, primarily in the European Union; some providers may process data in other countries (including the United States and India). Where personal information is transferred outside the EEA or outside India, we rely on appropriate safeguards such as the European Commission's Standard Contractual Clauses, adequacy decisions or equivalent mechanisms required by applicable law. All data is encrypted in transit, and access is restricted on a need-to-know basis.

Subject to applicable law (including the GDPR and, for users in India, the Digital Personal Data Protection Act, 2023), you have the right to:

• access the personal information we hold about you;
• have inaccurate or incomplete information corrected;
• have your information erased, or its processing restricted, where there is no good reason for us to continue;
• receive your information in a portable, machine-readable format;
• object to processing based on our legitimate interests, and withdraw consent at any time where processing is based on consent;
• nominate another person to exercise your rights in the event of death or incapacity (where provided by Indian law);
• complain to a supervisory authority.

To exercise a right, email [email protected]. We may ask you to verify your identity, and we aim to respond within one month. If you are unhappy with our response you may complain to the Estonian Data Protection Inspectorate (Andmekaitse Inspektsioon, aki.ee) or your local authority; users in India may escalate grievances to the Data Protection Board of India after contacting our grievance contact at the same address. If your data was entered into the Service by one of our Clients, we will refer your request to that Client and assist them.

We apply appropriate technical and organisational measures to protect personal information: encryption in transit, row-level access controls in our database, single-use time-limited codes, secrets kept server-side, and the principle of least privilege for staff access. No system is completely secure; if we become aware of a personal data breach we will notify affected parties and authorities as required by law.

The Site and accounts on the Service are intended for adults (18+). Visitors of any age may be checked in at a Client's location by or with the consent of a parent or guardian where required; the Client, as controller, is responsible for obtaining verifiable consent where applicable law requires it.

We may update this Privacy Policy from time to time. We will post the updated version on this page with a new “last updated” date, and notify you of material changes by email or in-product notice before they take effect.

Matrika OÜ · Registry code 17500422 · Tallinn, Estonia · [email protected] · [email protected]