Otaku Haven

# Intent — Customer, Marketing, Data, and Community

Owner: James Whitfield
Last Updated: 2026-04-21

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## Purpose

Produce the customer-facing policies, legal documents, and community engagement plan for Otaku Haven LLC. These are the outward-facing documents that customers, website visitors, and community members interact with. They must be consistent with the internal SOPs (Intent 4), the Marketing Plan (Intent 2), the Brand Style Guide (Intent 1), and the reference data. This is the final intent — it closes the document set and completes the coherence test.

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## Constraints

- The customer-facing Return/Exchange Policy must match the internal Returns SOP (SOP-005) from Intent 4 exactly. Same return window, same conditions, same exceptions.
- All customer-facing documents should reflect the brand tone established in the Brand Style Guide (Intent 1) — approachable, knowledgeable, community-driven.
- Privacy policy must address both in-store data collection (loyalty program, email capture) and online data collection (Square Online, website analytics, email marketing).
- Website Terms of Use must reference Square Online as the e-commerce platform.
- Output format: Word (.docx) only for this intent.
- Output location: `Business Plan/07-Customer-Marketing-Community/`

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## Dependencies & Files

**Input files:**
- `trail/meta/files/Otaku_Haven_Reference_Data.md` — canonical fact set (digital presence, product categories, location, store hours)
- `trail/meta/files/Otaku_Haven_Document_Checklist.md` — master checklist

**Cross-document dependencies (prior intent deliverables):**
- `Business Plan/01-Formation-and-Brand/Brand-Style-Guide.docx` — brand tone and voice for customer-facing writing
- `Business Plan/02-Strategic/Marketing-Plan.docx` — marketing channels and strategy that community plan extends
- `Business Plan/02-Strategic/Business-Plan.docx` — community engagement narrative for consistency
- `Business Plan/04-Operations-SOPs/SOP-005-Returns-Exchanges.docx` — internal return policy that customer-facing version must match
- `Business Plan/04-Operations-SOPs/SOP-011-Vendor-Consignment.docx` — consignment details if community plan references local creators
- `Business Plan/05-Finance-and-Compliance/Data-Security-Policy.docx` — data handling practices referenced by privacy policy

**External dependencies:**
- None.

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## Scope (In Scope)

1. Customer Privacy Policy
2. Loyalty Program Terms and Conditions
3. Return/Exchange Policy (customer-facing version)
4. Website Terms of Use
5. Social Media Community Guidelines
6. Community/Events Plan

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## Out of Scope (Non-Goals)

- Internal SOPs — produced in Intent 4.
- Marketing Plan — produced in Intent 2.
- Actual marketing content (social posts, email campaigns, ad copy).
- Website design or development.
- Loyalty program implementation or configuration in Square.

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## Assumptions

- The loyalty program uses Square Loyalty (integrated with Square for Retail). Terms must reflect a points-based system.
- The privacy policy covers both in-store and online data collection under a single document.
- Texas does not have a comprehensive state privacy law as of the project timeline (2026). The privacy policy follows general best practices and references applicable federal laws (CAN-SPAM, COPPA if relevant).
- The Social Media Community Guidelines cover the store's owned social channels (Instagram, TikTok, X, Facebook, Discord per reference data).
- The Community/Events Plan covers both pre-opening launch activities and ongoing community engagement post-opening.
- Customer-facing documents should be written in plain, accessible language — not legalese. Legal terms where required, but overall tone should match the brand.

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## Specifics

### Customer Privacy Policy

Must cover:
- What data is collected (name, email, phone, purchase history, loyalty points, website browsing behavior)
- How data is collected (in-store transactions via Square, website via Square Online, email signup, loyalty program enrollment)
- How data is used (transaction processing, loyalty rewards, marketing communications, inventory planning)
- Data sharing (Square, Xero, Gusto are service providers — customer data is not sold to third parties)
- Data retention and deletion (how long data is kept, how customers can request deletion)
- Cookies and tracking (website)
- Children's privacy (COPPA compliance — store does not knowingly collect data from children under 13)
- Contact information for privacy inquiries
- Policy update procedures

### Loyalty Program Terms and Conditions

Must cover:
- Program name (choose something on-brand)
- How to enroll (in-store, online)
- How points are earned (points per dollar spent)
- How points are redeemed (threshold for rewards, what rewards are available)
- Point expiration policy
- Program tiers (if any — keep simple for a small store)
- Eligibility (age, location)
- Program modifications and termination rights
- Fraud and abuse provisions
- Relationship to return/exchange policy (what happens to points when items are returned)

### Return/Exchange Policy (Customer-Facing)

This is the customer-readable version of SOP-005. Must include:
- Return window (must match SOP-005 exactly)
- Receipt/proof of purchase requirements
- Condition requirements (unopened, original packaging, etc.)
- Non-returnable items (if any — e.g., opened trading card packs, hygiene items)
- Refund method (original payment method, store credit)
- Exchange process
- Defective product exceptions
- How to initiate a return (in-store only, or also by mail if online orders)

Written in friendly, clear language — not SOP format.

### Website Terms of Use

Must cover:
- Acceptance of terms
- Website description and services (Square Online storefront)
- Account creation and responsibilities (if applicable)
- Intellectual property (store's content, anime IP disclaimers)
- Prohibited uses
- Product availability and pricing (prices subject to change, stock limitations)
- Order and payment terms (processed through Square)
- Shipping and delivery (if applicable)
- Limitation of liability
- Governing law (Texas)
- Dispute resolution
- Contact information
- Modification of terms

### Social Media Community Guidelines

Must cover:
- Which platforms (Instagram, TikTok, X, Facebook, Discord — from reference data)
- Expected behavior (respectful discourse, no hate speech, no spoilers without warnings, no spam)
- Content rules (fan art sharing encouraged with credit, no piracy/scanlation links, no counterfeit merchandise promotion)
- Moderation policy (warnings, temporary bans, permanent bans)
- How to report issues
- Store's rights (content removal, account blocking)
- Disclaimer (community guidelines, not terms of service for the platforms themselves)

Tone: enthusiastic but firm. This is a community of fans managed by fans.

### Community/Events Plan

Must cover:

**Pre-Opening (March–May 2026):**
- Social media launch and following-building campaign
- Partnership outreach (Austin anime clubs, UT Austin anime/manga clubs, local conventions)
- Pre-opening email list building
- Soft opening event (May 25, 2026) — invite-only for early supporters

**Grand Opening (June 1, 2026):**
- Grand opening event details (activities, promotions, giveaways)
- Local press/blogger outreach
- Social media coverage plan

**Ongoing Events:**
- Weekly/monthly event calendar framework (trading card tournament nights, manga club, anime watch parties, cosplay meetups)
- Seasonal events (tied to anime release calendar, convention season, holidays)
- Local creator spotlights (ties to consignment section)
- Collaboration opportunities (Alamo Drafthouse anime screenings, food truck partnerships, university club sponsorships)

**Community Metrics:**
- Discord membership targets
- Social media follower targets (90-day, 6-month, 1-year)
- Event attendance tracking
- Email list growth targets

Must reference the Marketing Plan from Intent 2 for channel strategy and budget context. Must reference the KPIs and Reporting Framework for metric definitions.

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## Deliverables

1. `Customer-Privacy-Policy.docx` — privacy policy for in-store and online
2. `Loyalty-Program-Terms.docx` — loyalty program terms and conditions
3. `Return-Exchange-Policy.docx` — customer-facing return/exchange policy
4. `Website-Terms-of-Use.docx` — website terms of use for Square Online store
5. `Social-Media-Guidelines.docx` — community guidelines for social channels
6. `Community-Events-Plan.docx` — pre-opening and ongoing community engagement plan

All deliverables written to `Business Plan/07-Customer-Marketing-Community/`

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## Acceptance Criteria

1. Return/Exchange Policy matches SOP-005 exactly: same return window, same conditions, same exceptions, same refund methods.
2. Privacy Policy references Square (POS and Online), Xero, and Gusto as service providers — no other systems.
3. Privacy Policy includes COPPA compliance statement.
4. Loyalty Program Terms specify points earning rate, redemption threshold, and expiration policy.
5. Website Terms of Use references Texas as governing law and Square as the payment processor.
6. Social Media Guidelines cover all 5 platforms listed in the reference data (Instagram, TikTok, X, Facebook, Discord).
7. Community/Events Plan includes pre-opening, grand opening (June 1, 2026), and ongoing event frameworks.
8. Community/Events Plan references the soft opening date (May 25, 2026) and grand opening date (June 1, 2026) from reference data.
9. Customer-facing documents use brand-appropriate tone (approachable, knowledgeable, community-driven) consistent with the Brand Style Guide.
10. No document contradicts any prior intent deliverable.

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## Notes

This is the final intent. When complete, the full document set should be internally consistent across all 7 intents. The Reviewer should conduct a cross-document coherence check after this intent is complete, specifically validating: return policy consistency (SOP-005 vs. customer-facing), financial figures across all documents, staffing references, store hours, entity details, and technology stack references.

The Community/Events Plan is the most creative document in the package. It should feel like something the owners would actually use to plan community engagement — practical, specific to Austin, and grounded in the anime fandom community.