Otaku Haven

# Developer Brief — Intent 007, Run 2026-04-25-09-00-00

## Product Context

You are producing the final six customer-facing documents for **Otaku Haven LLC**,
a fictional anime retail store in Austin, Texas. This is the last set of deliverables
in a seven-intent business document package.

**Entity:** Otaku Haven LLC — Texas LLC, formed January 8, 2026
**Trade Name:** Otaku Haven
**Address:** 2847 S Lamar Blvd, Suite 105, Austin, TX 78704
**Website:** OtakuHaven.store (Square Online storefront)
**Email domain:** @otakuhaven.store
**Governing law:** Texas (all legal and policy documents)

**Owners:**
- James Whitfield — 40%, Managing Member
- Kelli Nakamura — 35%, Member, Operations Lead
- Reserved (future investor/partner) — 25%

**Technology stack:**
- POS: Square for Retail
- E-commerce: Square Online (OtakuHaven.store)
- Accounting: Xero
- Payroll/HRIS: Gusto
- Email/Productivity: Microsoft 365 Business Standard

**Social media channels:**
- Instagram: @OtakuHavenATX
- TikTok: @OtakuHavenATX
- X / Twitter: @OtakuHavenATX
- Facebook: Otaku Haven Austin
- Discord: discord.gg/otakuhavenatx

**Key dates:**
- LLC Formation: January 8, 2026
- Lease Signed: February 10, 2026
- Buildout Starts: March 15, 2026
- Hiring Begins: April 15, 2026
- Soft Opening: May 25, 2026 (invite-only)
- Grand Opening: June 1, 2026

**Store hours:** Mon–Sat 10am–9pm, Sun 11am–7pm

**Product categories:** Figures & Statues, Manga & Light Novels, Apparel,
Accessories, Home & Lifestyle, Trading Cards (Pokémon TCG, Yu-Gi-Oh!, Weiss Schwarz),
Media (Blu-ray, vinyl soundtracks), Consignment / Local Creator section

---

## Brand Voice Requirement

All six deliverables must reflect the Otaku Haven brand tone established in the
Brand Style Guide (Intent 1). Read that document before writing anything.

The brand tone is: **approachable, knowledgeable, community-driven.** These documents
should feel like they were written by enthusiastic anime fans who also happen to run a
professional retail business. Legal precision is required where necessary (privacy
policy, terms of use), but use plain language wherever possible. Explain legal concepts
accessibly. Avoid dense legalese blocks.

---

## Deliverable 1: Customer Privacy Policy

**File:** `Customer-Privacy-Policy.docx`

This covers both in-store and online data collection under a single document.

**Required sections:**

1. **Introduction** — who we are, our commitment to privacy
2. **What Data We Collect**
   - In-store: name, email, phone (loyalty enrollment, email capture at POS),
     purchase history
   - Online (OtakuHaven.store / Square Online): browsing behavior, purchase data,
     account information if an account is created
   - Marketing: email list signup, communication preferences
3. **How We Collect Data**
   - In-store via Square for Retail (POS transactions, loyalty enrollment)
   - Online via Square Online (web orders, cookies, analytics)
   - Email signup (in-store paper/tablet form, website signup)
   - Loyalty program enrollment (in-store or online)
4. **How We Use Data**
   - Transaction processing and order fulfillment
   - Loyalty rewards management via Square Loyalty
   - Marketing communications (opt-in email list only)
   - Inventory planning and internal business analytics
5. **Data Sharing**
   - Service providers only: Square (POS and Online), Xero (accounting), Gusto (payroll)
   - **Customer data is never sold to third parties**
   - Square, Xero, and Gusto each have their own privacy policies governing their
     data handling practices
   - No other systems receive customer data
6. **Data Retention and Deletion**
   - Transaction records retained per standard business recordkeeping requirements
   - Loyalty account data retained while account is active or until deletion requested
   - Customers may request data deletion by emailing [email protected]
7. **Cookies and Tracking**
   - OtakuHaven.store (Square Online) uses cookies for session management,
     order processing, and analytics
   - Customers may adjust cookie settings in their browser; disabling cookies
     may affect website functionality
8. **Children's Privacy (COPPA Compliance)**
   - Otaku Haven does not knowingly collect personal information from children under 13
   - If a child under 13 has provided personal information, contact [email protected]
     to request deletion
9. **Your Rights**
   - Opt out of marketing emails via the unsubscribe link in any email
   - Request access to your data or request deletion: [email protected]
10. **Contact Information**
    - Privacy inquiries: [email protected]
    - Physical address: 2847 S Lamar Blvd, Suite 105, Austin, TX 78704
11. **Policy Updates**
    - This policy may be updated; notice provided on the website and via email
    - Effective date must appear on the document
    - Continued use of our services after an update constitutes acceptance

**Notes:**
- Texas does not have a comprehensive state privacy law as of the fictional project
  timeline (2026). Follow general best practices.
- Reference applicable federal frameworks: CAN-SPAM (marketing email compliance),
  COPPA (children under 13). Do not cite or invent other regulatory frameworks.
- Cross-reference the Data Security Policy for data handling practices — do not
  contradict it.

---

## Deliverable 2: Loyalty Program Terms and Conditions

**File:** `Loyalty-Program-Terms.docx`

The program uses **Square Loyalty**, integrated with Square for Retail.

**Program name:** Choose a name that is on-brand and anime/community-oriented.
If the Brand Style Guide suggests a name or naming convention, use it; otherwise
use **"Haven Rewards"** and document this assumption in `results.md`.

**Required sections:**

1. **Program Overview** — what the program is and what it offers at a high level
2. **Enrollment**
   - How to join: in-store at the POS, or online at OtakuHaven.store
   - Enrollment requires a valid email address and name; no fee to join
3. **Eligibility**
   - Must be 13 years of age or older
   - Valid contact information required
   - One account per person; accounts are non-transferable
4. **Earning Points**
   - Earn points on qualifying in-store and online purchases
   - Points rate: **1 point per $1 spent** (document this assumption in `results.md`
     if the Brand Style Guide or Marketing Plan does not specify a rate)
   - Qualifying purchases: all standard retail merchandise
   - Does NOT earn points: gift cards, taxes, fees, or items returned/refunded
5. **Redeeming Points**
   - Redemption threshold: **100 points = $5 reward** (document assumption)
   - Redeem at checkout, in-store or online
   - Rewards applied as a discount; not redeemable for cash
   - Partial redemption not permitted (must reach full threshold)
6. **Point Expiration**
   - Points expire after **12 months of account inactivity** (no qualifying
     purchase made in the last 12 months) — document assumption
   - Otaku Haven will make reasonable efforts to notify members before expiration
7. **Program Tiers**
   - Single-tier program at launch; no tiered structure currently
   - Otaku Haven may introduce tiers in the future at its discretion
8. **Points and Returns**
   - If an item is returned, the points earned on that purchase are deducted
     from the member's balance
   - If the member's balance is insufficient after deduction, the balance will
     be set to zero (negative balances are not permitted)
   - If redeemed points were used on a returned purchase, the refund value will
     be reduced accordingly
   - See the Return/Exchange Policy for full return process details
9. **Program Modifications and Termination**
   - Otaku Haven reserves the right to modify or terminate the program at any time
     with reasonable advance notice (at least 30 days for material changes)
   - Points have no cash value and are not transferable
   - Upon program termination, members will have a reasonable period to redeem
     outstanding points
10. **Fraud and Abuse**
    - Accounts used for fraudulent activity, gaming, or abuse will be terminated
    - All points in terminated accounts will be forfeited
    - Otaku Haven's determination is final
11. **Governing Law** — The program is governed by the laws of the State of Texas
12. **Contact** — Program inquiries: [email protected]

---

## Deliverable 3: Return/Exchange Policy (Customer-Facing)

**File:** `Return-Exchange-Policy.docx`

⚠️ **Critical coherence requirement.** This is the customer-readable version of
SOP-005 (Returns, Exchanges, and Refunds). You must read SOP-005 before writing
this document. Every policy detail — return window, conditions, non-returnable items,
refund methods — must match SOP-005 exactly. If any detail in this brief conflicts
with SOP-005, follow SOP-005 and document the discrepancy in `results.md`.

**Format:** Plain, friendly language — NOT SOP format. Write as if a helpful store
employee is explaining the policy to a customer face-to-face. The document should feel
welcoming, not legalistic.

**Required sections:**

1. **Our Promise** — brief intro on Otaku Haven's commitment to customer satisfaction
   and a fair, simple return experience
2. **Return Window** — pull the exact return window from SOP-005; use the exact number
   of days or terms specified there
3. **What You'll Need** — proof of purchase requirements, per SOP-005
4. **Item Condition Requirements** — condition items must be in to qualify for return,
   per SOP-005 (unopened, original packaging, etc.)
5. **Non-Returnable Items** — list exceptions per SOP-005; confirm against SOP
   (e.g., opened trading card packs, consumables, hygiene items if applicable)
6. **How You'll Get Your Money Back** — refund method per SOP-005 (original payment
   method, store credit options, or both)
7. **Exchanges** — exchange process per SOP-005
8. **Defective or Damaged Items** — exception handling for manufacturer defects or
   items damaged in transit, per SOP-005
9. **Online Orders** — how online order returns work (in-store, by mail, or both),
   per SOP-005; if SOP-005 does not address online orders, document this gap in
   `results.md` and make a simple, consistent choice
10. **Loyalty Points and Returns** — note that points earned on returned items will
    be adjusted; consistent with Loyalty Program Terms

---

## Deliverable 4: Website Terms of Use

**File:** `Website-Terms-of-Use.docx`

These terms cover OtakuHaven.store, which runs on Square Online.

**Required sections:**

1. **Acceptance of Terms** — by using OtakuHaven.store, you accept these terms;
   if you do not agree, do not use the website
2. **About Our Website** — OtakuHaven.store is operated by Otaku Haven LLC, a
   Texas LLC; the store uses Square Online as its e-commerce platform; the site
   is an online retail storefront for anime merchandise
3. **Account Creation** — if Square Online allows account creation, outline
   responsibilities: provide accurate information, maintain secure credentials,
   one account per person; Otaku Haven may suspend accounts that violate these terms
4. **Intellectual Property**
   - Original website content (store copy, photography, logo, branding) is owned
     by or licensed to Otaku Haven LLC
   - Anime characters, series names, and associated imagery are trademarks of their
     respective rights holders; Otaku Haven sells officially licensed merchandise
     and does not claim ownership of underlying intellectual property
   - Unauthorized reproduction or commercial use of Otaku Haven's original content
     is prohibited
5. **Prohibited Uses**
   - No automated scraping, data harvesting, or crawling
   - No impersonating Otaku Haven LLC, its staff, or other users
   - No fraudulent orders or payment manipulation
   - No illegal activity of any kind
   - No circumventing security or access controls
6. **Product Availability and Pricing**
   - Prices are subject to change without notice
   - Product availability is subject to stock limitations
   - Product images are for illustration purposes; minor variations may occur
   - Otaku Haven reserves the right to limit quantities
7. **Orders and Payment**
   - Orders are processed through Square (payment processor); payment is collected
     at time of order
   - Order confirmation does not guarantee fulfillment if stock is depleted after
     an order is placed
   - Otaku Haven reserves the right to cancel orders placed in error (incorrect
     pricing, system errors) and will refund the full amount charged
8. **Shipping and Delivery**
   - Online orders may be shipped to addresses within the contiguous United States
   - Shipping rates and delivery estimates shown at checkout
   - Otaku Haven is not responsible for carrier delays beyond its control
   - Document assumption in `results.md` if SOP or other prior deliverables specify
     shipping policy details that should be referenced here
9. **Limitation of Liability**
   - Otaku Haven is not liable for indirect, incidental, special, or consequential
     damages arising from use of the website
   - Total liability is limited to the amount paid by the user for the specific
     transaction giving rise to the claim
10. **Governing Law** — These terms are governed by the laws of the State of Texas.
    Any disputes shall be resolved in Travis County, Texas.
11. **Dispute Resolution** — Parties agree to attempt good-faith negotiation before
    pursuing formal dispute resolution; unresolved disputes may be brought in Travis
    County small claims court or binding arbitration under Texas law
12. **Contact Information**
    - Email: [email protected]
    - Address: 2847 S Lamar Blvd, Suite 105, Austin, TX 78704
13. **Modifications** — Otaku Haven reserves the right to update these terms at any
    time; updated terms posted on the website with a new effective date; continued
    use of the website constitutes acceptance of updated terms

---

## Deliverable 5: Social Media Community Guidelines

**File:** `Social-Media-Guidelines.docx`

This covers all five Otaku Haven social channels.

**Tone:** Enthusiastic but firm. This is a community of fans managed by people who
love anime and want to protect the community space. The guidelines should feel
welcoming first, and firm about violations second.

**Required sections:**

1. **Welcome to the Otaku Haven Community** — brief intro on what these channels
   are: spaces for Austin's anime community to connect, share, and celebrate fandom
2. **Our Platforms**
   - Instagram: @OtakuHavenATX
   - TikTok: @OtakuHavenATX
   - X / Twitter: @OtakuHavenATX
   - Facebook: Otaku Haven Austin
   - Discord: discord.gg/otakuhavenatx
3. **Community Standards — What We Expect**
   - Treat fellow fans, staff, and creators with respect
   - No hate speech, slurs, or discrimination based on race, ethnicity, gender,
     sexuality, nationality, religion, or disability
   - Use spoiler warnings when discussing recent anime episodes, manga chapters,
     or game releases — let everyone experience stories at their own pace
   - No spam, unsolicited self-promotion, or repeated off-topic posts
   - No impersonating Otaku Haven staff, creators, or other community members
4. **Content Rules**
   - Fan art sharing is welcome and encouraged — always credit the original creator
   - No piracy links, scanlation links, or links to illegal streaming sites
   - No promotion of counterfeit or bootleg merchandise
   - No adult/NSFW content on any platform
   - Discussion of anime violence or dark themes is fine; graphic depictions are not
5. **Discord-Specific Guidelines**
   - Use the appropriate channel for your content (announcements, trading cards,
     manga recommendations, cosplay, etc.)
   - No DM harassment of other members
   - Trading card tournament coordination and competitive content in designated channels
   - Bot commands in designated bot channels
6. **Moderation Policy**
   - **First violation:** Warning via DM or public comment
   - **Second violation:** Temporary ban (duration at moderator discretion, typically
     24 hours to 7 days)
   - **Third violation:** Permanent ban
   - **Severe violations** (credible threats, harassment campaigns, illegal content):
     immediate permanent ban with no warning
   - Moderator decisions are final; appeal severe or permanent bans by emailing
     [email protected] within 14 days
7. **How to Report Issues**
   - DM @OtakuHavenATX on any platform, or email [email protected]
   - Reports are reviewed by moderation within 48 hours
8. **Our Rights**
   - Otaku Haven reserves the right to remove any content and ban any account that
     violates these guidelines, at our sole discretion, without advance notice
9. **Disclaimer**
   - These are Otaku Haven's community guidelines for its own channels
   - They do not replace or modify the terms of service for Instagram, TikTok,
     X, Facebook, or Discord — you must also comply with each platform's own rules
10. **Effective date** on document

---

## Deliverable 6: Community/Events Plan

**File:** `Community-Events-Plan.docx`

This is the most creative document in the set. It should feel like a working plan
the owners would actually use — practical, specific to Austin, grounded in the
anime fandom community. Write it as a plan document with clear sections and
actionable specifics, not as a policy.

**Cross-document dependencies to apply:**
- Marketing Plan: use its channel strategy and any budget context it provides
- Business Plan: keep community narrative consistent
- KPIs-and-Reporting.docx: use the same metric definitions and tracking cadence
- SOP-011-Vendor-Consignment.docx: consignment/local creator section must be consistent

**Required sections:**

### Section 1: Executive Summary

Brief overview of the community engagement strategy — what Otaku Haven aims to build,
why community is central to the business model, and the overall approach across
pre-opening, launch, and ongoing operations.

### Section 2: Pre-Opening Campaign (March–May 2026)

**Social Media Launch (March 2026 — coincides with buildout start, March 15, 2026):**
- Announce the store to Austin's anime community across all five platforms
- Behind-the-scenes buildout content: photos and TikTok videos showing the space
  coming to life
- "Who We Are" content — introduce the owners and their anime fandom background
- Consistent posting cadence leading up to opening (specify a realistic schedule)

**Partnership Outreach:**
- Local anime clubs: UT Austin Anime Club, Texas State University anime/manga organizations
- Austin convention community: AnimeFest Austin and similar regional conventions
- Austin cosplay community and local cosplayers
- Nearby Alamo Drafthouse (South Lamar location) — introduce the store concept

**Email List Building:**
- "Get Notified" campaign via OtakuHaven.store website signup
- Target: 500 email subscribers before soft opening (May 25, 2026)
- Enrollment incentive: early access to soft opening + 10% off first purchase

**Soft Opening Event — May 25, 2026 (Invite-Only):**
- For email list subscribers, local community partners, and early supporters
- Target capacity: 100–150 guests
- First look at the store, exclusive soft opening discount, loyalty program enrollment
- Official launch of the Discord server

### Section 3: Grand Opening — June 1, 2026

**Event Details:**
- Public grand opening at 2847 S Lamar Blvd, Suite 105, Austin, TX 78704
- Activities: Pokémon TCG or Yu-Gi-Oh! mini-tournament, manga raffle, cosplay photo wall,
  opening-day exclusive promotions
- Giveaways: limited gift with purchase for first 50 customers; grand opening bundle
  for a minimum spend threshold
- Loyalty program enrollment push: sign up on June 1 and earn double points on all
  grand opening purchases

**Press and Influencer Outreach:**
- Austin local press: Austin Chronicle, Austin American-Statesman (arts/culture section)
- Austin anime and pop culture bloggers, podcasters, and YouTubers
- Texas anime community creators on TikTok and Instagram

**Social Media Coverage Plan:**
- 5-day countdown leading up to June 1 across all platforms
- Staff and owner spotlights in the week before opening
- Live or same-day coverage on opening day across all channels

### Section 4: Ongoing Event Calendar Framework

**Regular Events (Weekly / Monthly):**
- **Trading Card Nights** (weekly) — rotating format nights for Pokémon TCG,
  Yu-Gi-Oh!, and Weiss Schwarz; structured as casual play plus competitive nights
- **Manga Club** (monthly) — rotating series; designed to be accessible to new
  readers; hosted in-store
- **Anime Watch Party** (monthly) — screen a new or classic series; coordinate
  with a nearby venue or use in-store screen if space allows
- **Cosplay Meetup** (quarterly) — Austin has an active cosplay community; host
  a meetup, photo session, and craft-along

**Seasonal Events:**
- **New Season Premieres** (January, April, July, October) — new arrivals promotions
  timed to the anime seasonal release calendar; themed social posts
- **Convention Season** — cross-promotion with AnimeFest Austin and other Texas
  conventions; carry convention prep merchandise; host "con prep" events
- **Halloween** — in-store cosplay contest with prizes; themed decorations
- **Holiday Gift Guide** (November–December) — social series highlighting gift
  options at every price point; holiday promotions
- **New Year Anime Resolutions** (January) — "what are you watching this year"
  campaign; new season anime recommendations

**Local Creator Spotlights:**
- Monthly featured local creator in the consignment section (per SOP-011)
- Social media feature of each featured creator
- Quarterly in-store creator meet-and-greet event

**Collaboration Opportunities:**
- **Alamo Drafthouse (South Lamar)** — cross-promote anime film screenings;
  offer Otaku Haven loyalty double-point nights tied to screening dates
- **Local food trucks** — invite a food truck for major event nights (grand opening,
  quarterly cosplay meetups); enhance the event experience
- **University club sponsorships** — provide raffle prizes and store discounts for
  UT Austin and Texas State anime/manga club events; build word-of-mouth with the
  student community

### Section 5: Community Metrics and Targets

Reference `Business Plan/02-Strategic/KPIs-and-Reporting.docx` for metric definitions
and tracking cadence. Use the same definitions.

**Discord Membership:**
- 30 days post-opening: 200 members
- 90 days post-opening: 500 members
- 6 months post-opening: 1,000 members
- 12 months post-opening: 2,000 members

**Social Media Followers (combined across all five platforms):**
- Pre-opening (by May 25, 2026): 1,000 followers
- 90 days post-opening: 2,500 followers
- 6 months post-opening: 5,000 followers
- 12 months post-opening: 10,000 followers

**Email List:**
- Pre-opening (by soft opening, May 25, 2026): 500 subscribers
- 6 months post-opening: 1,500 subscribers
- 12 months post-opening: 3,000 subscribers

**Event Attendance Targets:**
- Weekly trading card nights: 10–20 participants per session
- Monthly manga club: 15–25 participants
- Grand opening (June 1, 2026): 200+ attendees
- Quarterly cosplay meetups: 30–50 attendees

**Metric Tracking:**
- Community metrics reviewed monthly alongside KPI dashboard (per KPIs-and-Reporting.docx)
- Event attendance recorded by the store manager after each event

---

## Acceptance Criteria

Before marking this run complete, verify all of the following:

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 — and no other systems are described as receiving customer data.
3. Privacy Policy includes a COPPA compliance statement (no data from children under 13).
4. Loyalty Program Terms specify a points earning rate, redemption threshold, and point
   expiration policy — with each assumption documented in `results.md`.
5. Website Terms of Use references Texas as governing law and Square as the payment processor.
6. Social Media Guidelines cover all five platforms: Instagram (@OtakuHavenATX),
   TikTok (@OtakuHavenATX), X (@OtakuHavenATX), Facebook (Otaku Haven Austin),
   Discord (discord.gg/otakuhavenatx).
7. Community/Events Plan includes pre-opening campaign, grand opening (June 1, 2026),
   and an ongoing event calendar framework.
8. Community/Events Plan references both the soft opening date (May 25, 2026) and the
   grand opening date (June 1, 2026).
9. All six documents use brand-appropriate tone: approachable, knowledgeable,
   community-driven — consistent with the Brand Style Guide.
10. No document contradicts any prior intent deliverable.