Privacy Policy & Terms of Service

Privacy Policy

This Privacy Policy explains how Hands Down ("the App," "we," "us," or "our") collects, uses, and protects information when restaurants, cafes, and juice bars ("Businesses") and their customers, managers, and staff use the App.

Hands Down is a self-order and table-service platform used by Businesses to manage menus, orders, and payments. This policy applies to all users of the App: Managers, Staff (Captains, Kitchen, Bar, Bakery, Cashier), and Customers.

1. Information We Collect

1.1 From Business Managers

• Business/account name
• Email address
• Phone number
• Business type (Restaurant, Cafe, or Juice Bar)
• Department configuration (Kitchen, Bar, Bakery) and table/sector setup
• Subscription and billing information (subscription tier, payment status; card payment details are processed by our payment provider, not stored directly by us — see Section 5)

1.2 From Staff (Captains, Kitchen, Bar, Bakery, Cashier)

• Staff account password (set by the Manager)
• Actions taken within the app (e.g., marking orders Served, Paid, or Not Available), tied to the shared business account

1.3 From Customers

• First name (entered before ordering)
• Phone number (Quick Order flow only)
• Order details: items selected, quantities, notes attached to items
• Table or session identifier (via QR code scan)
• Language preference

We do not knowingly collect government ID numbers, precise geolocation, payment card numbers, or health information through the App. Any card payments are handled by a third-party payment processor and are never stored on our servers.

2. How We Use Information

We use the information collected to:

• Operate core App functionality: taking orders, routing them to the correct department, notifying captains/cashiers, and displaying order/session status to customers
• Generate bills/receipts and calculate revenue for Managers
• Manage subscriptions, billing cycles, and account/business codes
• Send account-related notifications (e.g., subscription expiration reminders, business code reset confirmations)
• Improve reliability and troubleshoot technical issues
• Communicate with Managers about their account or subscription

We do not sell customer or business data to third parties, and we do not use customer order data for advertising.

3. Session-Based Customer Data

Customer sessions (name, phone number, order, notes) are tied to a specific table or Quick Order session and are automatically ended:

• When the session's Thank You screen is shown (bill paid, or order collected), or
• A short time after a bill/receipt is requested (per the table-service flow), or
• When the Manager or Cashier marks the session/order as Paid

Session data may be retained after the session ends for a limited period for record-keeping, dispute resolution, and revenue reporting purposes (see Section 6), after which it is deleted or anonymized.

4. Data Sharing

We share information only in the following circumstances:

• Within the Business: order and session data is visible to the relevant Manager, Cashier, and department accounts (Kitchen/Bar/Bakery) needed to fulfill that order
• Service providers: we use third-party infrastructure providers (including our app hosting/backend platform and, where enabled, a payment processor) to operate the App. These providers process data on our behalf and are not permitted to use it for their own purposes
• Legal requirements: if required by law, regulation, or valid legal process
• Business transfers: if Hands Down is involved in a merger, acquisition, or sale of assets, data may be transferred as part of that transaction, subject to this policy

5. Payments

Card payments (where enabled) are processed through a third-party payment gateway. We do not store full card numbers. Cash and in-person payments (e.g., paid at the cashier or on delivery) are recorded in the App only as a status (Paid/Unpaid) and amount, not as sensitive payment data.

6. Data Retention

• Customer session data (name, phone, order): retained briefly after session end for receipts/dispute resolution, then deleted or anonymized (currently up to 30 days)
• Business/Manager account data: retained for as long as the business account is active, plus a reasonable period after subscription ends for account recovery and legal/accounting purposes
• Staff account data: retained while the staff account is active; removed or deactivated by the Manager at any time

7. Your Rights

Depending on your role and applicable local law, you may have the right to:

• Request access to the personal data we hold about you
• Request correction of inaccurate data
• Request deletion of your data, subject to legal/record-keeping requirements
• Withdraw consent where processing is based on consent

Business Managers can request deletion or export of their business's data by contacting us at support@handsdownorder.com. Customers can request deletion of session data associated with a specific order by contacting the Business directly or us at the same address.

8. Data Security

We use reasonable technical and organizational measures to protect data, including secure account authentication (business codes, staff passwords) and restricted access based on account role (Manager, Cashier, Kitchen, Bar, Bakery, Captain, Customer). No system is perfectly secure, and we cannot guarantee absolute security of information transmitted to or from the App.

9. Children's Data

The App is not directed at children, and we do not knowingly collect data specifically identifying a customer as a child. Customers are only asked for a first name and, in Quick Order, a phone number — no age-specific data is collected.

10. Language

The App is available in English, Arabic, and Kurdish Badini. In case of any conflict between translated versions of this policy and the English version, the English version governs.

11. Changes to This Policy

We may update this Privacy Policy from time to time. Material changes will be communicated to Managers via the App or email. Continued use of the App after changes take effect constitutes acceptance of the updated policy.

12. Contact

Questions about this Privacy Policy or your data can be sent to: support@handsdownorder.com

Terms of Service

These Terms of Service ("Terms") govern the use of Hands Down (the "App") by restaurant, cafe, and juice bar businesses ("Businesses," "Managers"), their Staff (Captains, Kitchen, Bar, Bakery, Cashier), and their Customers. By creating an account or using the App, you agree to these Terms.

1. Description of Service

Hands Down is a self-order and table-service/quick-order platform that allows Businesses to manage digital menus, receive and route customer orders, manage staff accounts by department, and track subscription-based billing. The App is provided as a web application and does not require installation.

2. Accounts

2.1 Business (Manager) Accounts

• A Manager creates an account by providing a business name, email address, and phone number. A unique business code is issued after account creation and verification.
• The Manager is responsible for the accuracy of business information, menu content (items, prices, descriptions, images), and for managing Staff accounts and passwords.
• One email address may be associated with more than one business (e.g., a Restaurant and a Cafe), each under its own business code.

2.2 Staff Accounts

• Staff (Captain, Kitchen, Bar, Bakery, Cashier) sign in using the Business's shared email and a password set and managed exclusively by the Manager.
• The Manager is responsible for staff conduct and account access within their Business.

2.3 Customer Sessions

• Customers access the menu and ordering system via QR code scan (table-service) or a direct link/QR (Quick Order). No customer password or persistent account is created — sessions are tied to the table or order and end automatically as described in the Privacy Policy above.

3. Subscriptions and Payment

• Business access is subscription-based, billed Monthly, 6-Month, or Annual, at rates determined by table count (Table-Service) or department/cashier configuration (Quick Order).
• Pricing, discounts, and billing cycles are shown to the Manager during account setup and may be viewed at any time in the account's subscription section.
• A free trial period may be offered; features and limitations of the trial are as displayed in the App.
• Subscriptions must be renewed to maintain active access. Managers receive a reminder before expiration and a short grace period afterward; after the grace period, the business account and all associated Staff and Customer-facing functionality are deactivated until payment is made.
• Table or department count is locked for the duration of an active subscription period and can only be changed at renewal.
• We reserve the right to change subscription pricing with reasonable advance notice to Managers.

4. Acceptable Use

Businesses and Staff agree not to:

• Use the App for any business or menu content that is unlawful, fraudulent, or misleading
• Attempt to circumvent subscription/billing controls (e.g., sharing a business code to exceed the subscribed table/department limit)
• Attempt to access another Business's account, data, or business code without authorization
• Use the App to collect Customer data for purposes outside operating that Business's orders (e.g., unrelated marketing) without appropriate legal basis and disclosure

5. Menu and Order Content

• Managers are solely responsible for the accuracy of menu items, prices, descriptions, images, and dietary/type labeling (including any halal-related labeling for Bar accounts).
• Hands Down is a platform that transmits and displays the Business's own content; we do not prepare, inspect, or guarantee any food or drink item.

6. Availability

We aim to keep the App available at all times, but access may be interrupted for maintenance, updates, or reasons outside our control (including internet or hosting provider outages).

7. Disclaimers and Limitation of Liability

• Hands Down is provided "as is" and "as available," without warranties of any kind, express or implied, including fitness for a particular purpose or uninterrupted/error-free operation.
• We are not liable for indirect, incidental, or consequential damages arising from use of the App, including lost revenue, lost orders, or service interruptions.
• Our total liability for any claim relating to the App is limited to the subscription fees paid by the affected Business in the 3 months preceding the claim.
• We are not responsible for disputes between a Business and its Customers, or between a Business and its Staff, arising from use of the App.

8. Data and Privacy

Use of the App is also governed by the Privacy Policy above, which describes what data is collected and how it is used, shared, and retained. By using the App, Managers, Staff, and Customers agree to the practices described there.

9. Suspension and Termination

• We may suspend or terminate a Business account for violation of these Terms, non-payment of subscription fees (after the grace period), or misuse of the App.
• A Manager may stop using the App at any time; outstanding subscription fees remain due for the period already in effect.
• Upon termination, the business code is deactivated and Staff/Customer access under that code ends. Data retention after termination follows the Privacy Policy above.

10. Changes to the Service and Terms

We may update or modify App features and these Terms from time to time. Material changes to these Terms will be communicated to Managers via the App or email. Continued use after changes take effect constitutes acceptance.

11. Governing Language

The App is available in English, Arabic, and Kurdish Badini. In case of any conflict between translated versions of these Terms and the English version, the English version governs.

12. Contact

Questions about these Terms can be sent to: support@handsdownorder.com