Privacy Policy
OrderHQ is order-management software used by food businesses (delis, markets, restaurants and caterers) to take and manage catering and advance orders. This policy explains what information the software handles and how it is used.
Who the data belongs to
Each business that uses OrderHQ (an "operator") owns its own customer and order information. OrderHQ uses that information to provide, run, support, and secure the service and to improve OrderHQ’s products, and may create aggregated or de-identified information that does not identify any operator or person, as described in Section 2.3 of the Operator Terms of Service. OrderHQ may use and share usage information and de-identified information for analytics, benchmarking, research, and the development of OrderHQ’s products, including AI. OrderHQ does not sell, rent, or share operator or customer information with third parties for marketing.
What information is handled
- Order information — customer name, phone number, email address, delivery address, and the details of orders placed.
- Staff information — name, email address, and (optionally) mobile number for staff members the operator adds to its account.
- Usage information — how the software is used (features, settings, and activity).
- Payment cards — card details are entered directly with the operator's payment processor. Full card numbers are never stored by OrderHQ.
Text messages (SMS)
OrderHQ sends transactional text messages only. There are two kinds:
- Staff alerts — when a customer places an online order, the operator's staff may receive a short text about that order. Staff opt in when a manager enters their mobile number in the operator's OrderHQ settings, and can be removed at any time from the same screen.
- Customer notifications — confirmations and reminders about an order the customer placed. Customers opt in by providing their mobile number when placing an order.
OrderHQ does not send marketing or promotional text messages. Reply STOP to any message to stop receiving texts; reply HELP for help. Message and data rates may apply. We will not share or sell your mobile information with third parties or affiliates for promotional or marketing purposes.
OrderHQ sends transactional email on behalf of operators — order confirmations, reminders, thank-you and survey emails, and daily operating reports to the operator's own staff. When ordering online, a customer can choose to hear from the business about menus and specials; that choice is recorded for the business, which is responsible for any marketing it sends.
Service providers
OrderHQ uses established providers to run the service: database hosting, email delivery, text-message delivery, payment processing, and AI services (used for menu import and the in-app helper). These providers handle information only as needed to deliver the service.
Security and backups
Information is stored in encrypted databases. Each operator can see only its own information. OrderHQ support may access an operator's account when needed to help with a support request or fix a problem, as described in the Operator Terms of Service. Encrypted backups are kept for up to 12 months so an operator's data can be restored if something goes wrong. Operators can download their customer, order, and payment information from OrderHQ at any time. When an operator asks, or after its account ends, OrderHQ may delete its information from active systems within 60 business days, unless the law requires it to be kept. Leftover copies in encrypted backups may take up to 12 months to be overwritten, and are used only to restore data, for security, or for legal reasons.
Your choices
Customers who want their information corrected or removed should contact the business they ordered from; that business controls its own records. Questions about this policy can be sent to privacy@orderhq.app.
Changes
This policy will be updated as the service grows. The effective date at the top reflects the current version.