Terms of Service

These terms cover Rakoon, restaurant software operated by Rakoon (a DBA of Luis Plascencia), 1253 Tamsen Dr, Suite D, Cambria, CA 93428, United States. Two different people read this page, so it is written in two parts: one for diners placing an order, one for restaurants running their business on it.

Part one: if you are ordering food

Your order is with the restaurant

Rakoon provides the software the restaurant uses to take your order and your payment. The restaurant sets its own prices, menu, hours, delivery area and refund policy, makes the food and delivers it. We are not the seller, and we do not prepare or deliver anything.

Prices, taxes and fees

The total shown before you pay is the total: items, tax, any delivery fee, any service or card fee the restaurant charges, and your tip. Nothing is added afterwards. If the restaurant applies a fee, it is shown as its own line and named.

Payment

Card payments are processed by Stripe. Some restaurants also accept cash or a card in person; those options appear at checkout when they are available for your order type. An online order is not confirmed until payment succeeds — if you close the page partway through, no order was placed and nothing was charged.

Refunds and cancellations

The restaurant decides. Contact the restaurant directly — their phone number is on your confirmation. Where an order has not yet been accepted, some restaurants let you cancel from the order tracking page or through the phone assistant.

Your account

Keep your phone and email secure; anyone who can receive your sign-in code can reach your order history. Do not use the service to place fraudulent orders, to harass staff, or to interfere with the system. We may suspend an account being used that way.

Accuracy

Menus, prices and availability come from the restaurant and can change or be wrong. If an item you ordered is unavailable, the restaurant will contact you.

Part two: if you are a restaurant using Rakoon

What we provide

Access to the Rakoon platform — point of sale, online ordering, phone ordering, payments, delivery dispatch and reporting — for the term you have signed up for.

Your data stays yours

Your menu, your orders and your customer records belong to you. We process them on your behalf to run the service, and we do not use them for our own purposes or share them with other restaurants. Sales reports and your menu can be exported from the dashboard at any time; for a full copy of your data, including your customer records, ask us and we will provide one. You can also ask us to delete it when you leave.

What you are responsible for

• The accuracy of your menu, prices, hours and delivery area.
• Fulfilling the orders your customers place, and handling their refunds and complaints.
• Your own legal obligations to your customers — food safety, allergens, tax, employment, and privacy notices where your local law requires them beyond ours.
• Keeping staff logins and terminal PINs under control, and removing access when someone leaves.
• Anything sent from your account, including messages your phone assistant leaves on your behalf.

Payments and fees

Card payments are settled to your own Stripe account. Stripe’s processing fees and our platform fee are deducted as disclosed in your plan. Subscription fees are billed in advance and are non-refundable for a period already started, unless the law says otherwise.

Ending it

You can stop using Rakoon at any time; your subscription runs to the end of the paid period. We may suspend an account for non-payment, or for use that is illegal or that endangers the platform or other restaurants — and except where speed is necessary, we will tell you why first and give you a chance to fix it.

Applies to everyone

Availability

We work to keep the platform running, and a restaurant depends on it during service. But we cannot promise it will never be unavailable. Internet connections, payment processors, SMS carriers and hosting providers all fail sometimes, and some of those are outside our control. The service is provided “as is”, without warranties beyond those the law does not allow us to exclude.

Limits on liability

To the extent the law allows, neither party is liable for indirect or consequential losses, and our total liability for any claim is limited to what you paid us in the twelve months before it arose. Nothing here limits liability for fraud, for death or personal injury caused by negligence, or for anything else that cannot lawfully be limited — and nothing here takes away a consumer right you have under California law.

Changes to these terms

We may update these terms. The date at the top changes when we do. For a change that materially affects a restaurant’s subscription, we will give notice before it takes effect rather than relying on you noticing a new date.

Governing law

These terms are governed by the laws of the State of California, and the courts of San Luis Obispo County, California have jurisdiction. If you are a consumer, this does not deprive you of the protection of the law where you live.

Contact

Rakoon, 1253 Tamsen Dr, Suite D, Cambria, CA 93428, United States. lplascencia@rakoonpos.com

How we handle personal information is described in our Privacy Policy.