Privacy Policy
Last updated August 30, 2026
Rakoon is restaurant software. Restaurants use it to take orders online, over the phone and at the counter. This page explains what the system collects when you order from a restaurant that runs on Rakoon, why it collects it, who else sees it, and how to have it removed.
Who is responsible for your information. The restaurant you ordered from decides what is collected and what happens to it. Rakoon runs the software on that restaurant’s behalf and does not use your information for its own purposes. If you want your data changed or deleted you can ask either of us — see Your choices.
Who we are
Rakoon (a DBA of Luis Plascencia), 1253 Tamsen Dr, Suite D, Cambria, CA 93428, United States. Questions about this policy or about your data: lplascencia@rakoonpos.com.
What we collect
When you place an order
- Your name and phone number. The phone number is required so the restaurant can reach you about the order.
- Your email address, if you give one, so we can send the order confirmation.
- For delivery, the address and any instructions you add.
- What you ordered: items, sizes, toppings, notes to the kitchen, the total and any tip.
- For a dine-in order, the table.
When you create an account
You can sign in with your phone number or with Google. Signing in with a phone number sends you a one-time code by SMS; we store the number once it is confirmed. Signing in with Google gives us your name and email address from your Google profile — nothing else, and never your Google password.
Because every order is keyed to a phone number, signing in with a confirmed number links you to orders you placed before the account existed, including ones taken at the counter or over the phone. We only link an identity that has been proven — a code we sent and you entered, or an email a provider told us was verified. We never match you to someone else’s order history on a value that was simply typed into a form.
When you call the restaurant
Some restaurants answer the phone with an AI voice assistant. When you call such a restaurant, your call is handled by ElevenLabs, which converts speech to text so the assistant can take your order. The assistant records the same things a person taking your order would write down: your name, phone number, what you ordered, and any message you asked to leave. If you would rather speak to a person, say so and the assistant will take a message or you can call back during staffed hours.
Payments
We never see or store your card number. Card payments are handled entirely by Stripe on Stripe’s own pages. What comes back to us is a reference to the payment, the amount, and whether it succeeded — never the card itself. Cash and in-person card payments are recorded by the restaurant as an amount only.
Automatically
Standard server logs (IP address, browser, pages requested) kept for security and to diagnose faults. A challenge from Cloudflare Turnstile on sign-in pages, to tell people from bots. Cookies strictly needed to keep you signed in and to remember your cart. We do not use advertising cookies and we do not track you across other websites.
Information from your old orders
A restaurant switching to Rakoon may bring its existing customer list with it — names, phone numbers and past order totals it already held. That information stays the restaurant’s, under the same terms as everything else on this page.
Why we use it
- To make and deliver your order. The kitchen needs the items, the driver needs the address, and someone needs to be able to call you if something is wrong.
- To confirm the order by email and, where the restaurant sends them, by text.
- To run loyalty points, where the restaurant offers them.
- To show you your own order history and let you reorder.
- To take payment and issue refunds.
- To keep the accounts the restaurant is required to keep.
- To keep the system safe — rate limits, bot challenges, fraud checks.
We do not sell your information. We do not share it with advertisers. We do not use it to build a profile of you for anything other than the restaurant’s own service.
Who else sees it
The restaurant and its staff see your order. Beyond that, the companies below process data on our behalf, under contract, only for the purpose listed:
| Company | What it does | What it sees |
|---|---|---|
| Supabase | Database, sign-in, file storage | Everything above, stored in the United States |
| Vercel | Runs the website | Requests and server logs |
| Stripe | Card payments | Your card details, name, email, amount |
| Twilio | Text messages | Your phone number and the message |
| Resend | Your email address and the order confirmation | |
| ElevenLabs | The phone assistant | What you say on the call, and the order it creates |
| Shipday | Delivery dispatch | Your name, phone and delivery address, for delivery orders |
| Google Maps | Address autocomplete | The address you type as you type it |
| Cloudflare | Bot protection | A challenge token; no order data |
Staff-facing tools in the restaurant dashboard use Anthropic’s API for things like reading a menu from a document. Diner order data is not sent to it.
We may also disclose information if the law requires it, or to protect someone’s safety or our rights. If Rakoon is ever sold or merged, your information may transfer with the business, and this policy travels with it.
How long we keep it
Orders are kept while the restaurant needs them for its accounts and tax records. Your account and its details are kept until you ask us to delete them. Server logs are kept for a short period for security. When you ask for deletion we remove your personal details; anonymous order totals may remain in the restaurant’s sales figures, because removing them would falsify records the restaurant is required to keep.
Your choices
Whoever you are and wherever you live, you can ask us to show you what we hold about you, correct it, or delete it. Email lplascencia@rakoonpos.com from the address on your account, or write to the postal address above. We will answer within 30 days. We will not treat you differently for asking.
You can also sign in to your account and change your name, addresses and details yourself, or stop receiving order texts by replying STOP.
If you are in California, the CCPA gives you rights to know what is collected, to delete it, to correct it, and not to be discriminated against for exercising them. We do not sell or share personal information as those terms are defined there, so there is nothing to opt out of — but the rights above are yours regardless, and we honour them for everyone.
Security
Data is encrypted in transit. The database enforces per-restaurant isolation at the row level, so one restaurant cannot read another’s customers. Card numbers never reach our systems. No system is perfectly secure, and we will not pretend otherwise — if a breach ever affects your information, we will tell you.
Children
Rakoon is not directed to children under 13 and we do not knowingly collect their information. If you believe a child has given us data, write to us and we will delete it.
Changes
If this policy changes we will update the date at the top. If a change materially affects what we do with your information, we will make that clear rather than quietly editing the page.