Privacy Policy

By accessing or using Order Hand, our website, or related support channels, you agree to the practices described in this policy. If you do not agree, please do not use the service. These practices should also be read together with our Terms & Conditions.

1. Information we collect

We may collect the following types of personal information:

• Account details, such as your name, business name, email address, phone number, billing details, and login information.
• Customer and order records that you choose to enter into Order Hand, such as customer names, phone numbers, email addresses, delivery details, order notes, loyalty information, and message-related sales records.
• Subscription and transaction information, such as your selected plan, invoice history, payment status, and limited payment details provided by our payment processors.
• Usage and device information, including IP address, browser type, operating system, app activity, log data, and cookie or session information.
• Communications, including emails, phone calls, support requests, and messages you send to us through support or other service channels.

2. How we use personal information

We use personal information to:

• Provide, maintain, and improve Order Hand;
• Create and manage user accounts;
• Process subscription payments and send invoices or reminders;
• Support order management, contact management, and messaging workflows;
• Communicate service updates, security alerts, and account notices;
• Respond to support requests and troubleshoot issues;
• Monitor performance, prevent misuse, and protect the security of the service;
• Create and use anonymised, aggregated usage and platform statistics to improve the service, plan product features, and create benchmark insights. We apply safeguards so people and businesses cannot reasonably be identified; and
• Comply with legal obligations and enforce our terms.

Our general principle is that your business and customer data remains your data. Our systems may store, transmit, back up, secure, search, display, and otherwise process that data only as needed to provide the service to you. We will not have our staff look at it, or use it for any purpose other than providing the service to you, without your permission, unless access or disclosure is required by law. We may also derive anonymised and aggregated statistics from service data for platform improvement, business planning, and benchmarking. We apply safeguards so people and businesses cannot reasonably be identified.

3. Marketing and service communications

We may send you important service-related messages about your account, subscription, billing, security, or changes to the platform. If you have opted in, we may also send you product updates or promotional communications. We may also contact account holders from time to time to ask for product feedback, research input, or testimonials. You may opt out of non-essential communications at any time.

4. How we share information

We do not sell your personal information. We may share information only as reasonably necessary with:

• Our employees, contractors, and advisers on a need-to-know basis;
• Service providers such as hosting (e.g., Vultr), cloud storage (e.g., Backblaze), privacy-focused analytics providers, email, messaging, and payment partners;
• Authorities or regulators where disclosure is required by law; and
• A purchaser or successor if our business or service is reorganised, merged, or sold.

5. Customer contact and messaging data

Order Hand is designed for businesses that record and manage customer orders. That may include phone numbers, email addresses, addresses, and message-based order details. If you are a seller using Order Hand, you are responsible for the information you enter and for ensuring that you have the lawful right to collect, use, and share it in your business, including giving any required notices and obtaining any required permissions. We handle that data only as needed to provide the service to you.

6. Cookies and similar technologies

We may use cookies, sessions, and similar technologies to keep you signed in, remember preferences, improve performance, and understand how the service is used. We may also use privacy-focused analytics tools that produce anonymised, aggregated usage statistics to help us improve reliability, usability, and product decisions. You can control cookies through your browser settings, although some features may not work properly if cookies are disabled.

7. Payment information

Payments for subscriptions may be handled by third-party payment processors. We generally do not store full payment card details ourselves unless needed for a lawful recurring billing arrangement or another limited operational purpose.

8. Security and retention

We take reasonable steps to protect personal information from unauthorised access, disclosure, alteration, or destruction. However, no internet-based service can be guaranteed to be completely secure. We retain information only as long as needed to operate the service, meet legal obligations, resolve disputes, and enforce our agreements. If an account is closed, we generally allow a limited opportunity to export service data. We then delete or anonymise it within a reasonable time, typically within 60 days, unless earlier deletion is requested or longer retention is required by law. Some records, such as billing, tax, fraud-prevention, security, and compliance records, may need to be retained for longer.

When we share anonymised benchmark or trend statistics, we combine data from many businesses and remove small groups where needed so people and businesses cannot reasonably be identified.

9. Access, correction, and deletion

Subject to applicable law, you may request access to the personal information we hold about you and ask for corrections or deletion. If you are a customer of a seller that uses Order Hand, you should normally contact that seller first about information they entered into Order Hand, because they are generally responsible for that customer relationship and data collection.

10. Third-party services

Order Hand may integrate with or link to third-party services. We are not responsible for the privacy practices of those external services, and you should review their own policies where relevant.

11. Changes to this policy

We may update this Privacy Policy from time to time by publishing the revised version on this page. Your continued use of the service after an update means you accept the revised policy.

12. Contact and complaints

If you have questions or concerns about privacy or data handling, please use our Contact page. If you believe your concerns have not been resolved, you may also have the right to contact the relevant privacy regulator, including the Office of the Privacy Commissioner in New Zealand.