Ticketek Privacy Policy

At Ticketek, we collect, use, process, and otherwise deal with personal data. This data privacy notice, or privacy policy as it is also referred to, explains what personal data we collect, what we do with it, and your rights in relation to it. We may update this data privacy notice from time to time. You will be able to find the current version on our website at www.ticketek.co.uk.

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About us

We are Ticketek UK Limited, a company incorporated in England with company number 09667015. We provide ticketing and other related services. In doing so may we collect, use, process, and otherwise deal with information that relates to identified or identifiable individuals. This is ‘personal data’. We are a ‘controller’ of that personal data.

Sometimes we may share personal data with another data controller, or we may process personal data on behalf of another controller. In those circumstances, the data protection policies and data privacy notices of that other controller will apply.

Personal data we process

The kinds of personal data that we, or third party processors we appoint, process will vary depending upon how you interact with our products, services, and technology. It may include:

  • Ticketek account information. In the creation of a Ticketek account and purchasing a ticket on our Ticketek website or app, we may collect real names and usernames, addresses, contact details such as telephone numbers and email addresses, dates of birth, gender/pronouns, information about how you have transacted with us, event attendance, Access Card details and your accessibility requirements when purchasing Accessible Tickets (such as physical, hearing, or visual impairment requirements), and any other information you may provide in the creation and operation of your account and by purchasing from us. In some circumstances we might need to perform identification and verification checks, in which case we may collect information such as an official ID, for example a driver's licence. We may also collect this information from you through any box office operations where purchases can be made in person or over the phone.
  • Payment information. We, or a payment service provider acting on our behalf, may process payment account information such as bank account number, sort code, payment card number, expiry date, CVV code, and bank name.
  • Transaction information. We may process information about the products and services you order from us directly or from third parties using our technology, such as orders placed via the Ticketek app. This includes details such as transaction identifiers, tickets and/or products ordered for event in question, time of order and price. This information on its own may not comprise personal data, however combined with other information we hold of you may do so. Third parties such as venues and event organisers may provide us with additional transaction information.
  • Customer service records. We may retain records of your interactions with our customer services team, any automated technology we use, and the customer services teams of the venues, promoters/event organisers, and other third parties we work with where they are passed to us.
  • Marketing preferences. We will store records of your marketing preferences in relation to us, and other third parties such as venues, promoters/event organisers, and commercial partners, in accordance with consents you provide and any updates you make to those consents from time to time. You can manage your Ticketek communication and marketing preferences in your Ticketek account. You can also unsubscribe to Ticketek’s marketing communications by clicking the unsubscribe link in that message. Please note it may take up to four working days for this to be actioned.
  • Cookies and similar technologies. Ticketek and our third party partners may utilise cookies and similar technologies on our website and the Ticketek app which may reveal information including your preferences or prior settings, Ticketek website or app shopping basket information, login information, information about the device you use, your IP address, your location, and tracking and analytics information which may include details of the pages you have visited on the Ticketek website, how you use our website or app, or information about other websites you have visited, or information about links you have clicked to reach our website or the Ticketek app. We may do this on our own behalf and on behalf of our partners. We may collect other technical information such as app utilisation. You can manage your cookie preferences by clicking on the Cookie Consent button on the bottom left of our website. For further information please refer to the 'Cookie notice' section in this data privacy notice.
  • Customer surveys, competitions, promotions or other campaigns. We may from time to time invite our customers to take part in a competition or other customer satisfaction or insights survey. In addition to your contact details, which we need to administer the campaign, we may also ask your feedback on our services, your experience at an event, or further information about you. The information we collect from you will vary from each campaign and our event partner, but it may include additional information such as your gender, personal finances and spending habits. We will use this data to improve on our services, and that of our partners.
  • Location, tendency, and characteristic information. In addition to the location, tendency, and characteristic information we obtain from our use of cookies and similar technologies, we may process information concerning generalised trends in tendencies, interests, and locations, which, when combined with other information we hold, could constitute personal data.
  • Interactions on social media. When you engage with us, or the events, venues, promoters, and other event partners, on social media, we may process information relating to those interactions. This could include your direct messages to us, your posts, replies, comments, your username or handle, and your profile picture. Where we run promotions and prize draws on social media, we will process information relating to your responses. We may use analytics tools to obtain audience insights using publicly available social media information.
  • Information captured during events and in the management of events. We may process data relating to your attendance at events, such as entry and exit records. For customers with accessibility or health requirements we may process information relating to those requirements (e.g. dietary requirements, access needs such as mobility requirements). We may also be required to process or share information for health and safety or security purposes. On occasion we may receive information from and share information with the emergency services. We may record CCTV images. We may take and publish photos and videos at events. If you have questions on this, please contact our customer services team or our Data Protection Officer. You can find our Data Protection Officer’s details at the end of this notice.
  • Information relating to breaches of terms & conditions or other abuses or misuses of tickets or events. We may investigate and share information relating to unauthorised ticket resale, such as by ticket touts, or other breaches of our Ticketek Terms & Conditions, or where applicable to our event partners (such as artists, promoters or venues).
  • Personal data relating to minors. Our services are not intended or directed for use by minors under the age of 16 and Ticketek does not knowingly collect personal data of minors under the age of 16. If Ticketek learns that it has done so, it will delete such information unless this information is necessary to enable Ticketek to perform its contractual or legal obligations. Ticketek will assume that all tickets are purchased by an adult or with the consent of parent or legal guardian. Event specific terms and conditions will determine whether minors are permitted to attend the specific event, and whether minors should be accompanied by an adult.

The basis and purpose of our processing

Ticketek will use your personal information primarily to provide you with ticketing services, including processing any ticket or other purchase you have made with us, contacting you in the event of a cancellation or change in event details, and replacing lost tickets.

When we process personal data we will always have a lawful basis for doing so. In the table below, the lawful basis in italics in the right hand column relates to the types of personal data processed in the left hand column. For more information on the types of personal data listed, please refer to the 'Personal data we process' section of this data privacy notice.

Type of personal data Purpose and basis of processing
Ticketek account information

We process some Ticketek account information in order to perform our contractual obligations. For example, we may need your real name and email address in order to allow you access to the event for which you’ve bought tickets, and where applicable, to send electronic tickets to you. If you do not provide information when we require it for those purposes, we may not be able to fulfil your order.

On occasion we may collect, process, or share account information because of a legal obligation on us, for example if we are required by law to perform any identification and verification checks.

In all other circumstances, we will rely on our legitimate interest in the processing in question, having balanced those interests against the individual in question’s interests, rights and freedoms. The legitimate interests we pursue may include things like improving our products and services – we continually seek to improve our service and enhance your experience on our website and app. We may utilise and analyse the personal data you provide, for example a post code together with the transactional information, to better understand our customer base and to predict trends.
Special Category data (information concerning your health) If we process any data associated with your Ticketek account that applicable data protection law defines as ‘special category’ data, such as information concerning your health, we will only do this with your explicit consent unless we are required to process that information to protect your vital interests, such as in a health emergency. When you purchase Accessible Tickets (tickets with an accessibility requirement (such as physical, hearing, or visual impairments)), or tickets which include the serving of food and you have provided us with your dietary requirements, we will process your health data with your consent and for the purpose of meeting our contractual obligations to you.
Payment information

We process payment information in order to receive payment enabling us to perform our contractual obligations. If you do not provide information when we require it for those purposes, we may not be able to fulfil your order.

Additionally, we may process payment information on our legitimate interest in the processing in question, having balanced those interests against the individual in question’s interests, rights and freedoms. For example, in helping us to understand payment trends so that we can improve our products and services. We may also consider the legitimate interests of others, such as the venues, event organisers, artists, and teams for whose events we provide ticketing services.
Transaction information

We process transaction information to enable us to perform contractual obligations, for example, where a third party is involved in the product or service delivery. If you do not provide information when we require it for those purposes, we may not be able to fulfil your order.

Additionally, we may process transaction information on our legitimate interest in the processing in question, having balanced those interests against the individual in question’s interests, rights and freedoms. For example, we rely on legitimate interest to get a better understanding of you and your needs, and enable us to predict trends and conduct data analytics utilising the personal data we collect from you. We may also consider the legitimate interests of others, such as the venues, event organisers, artists, and teams for whose events we provide ticketing services, and how they may in turn improve their offering.

We may utilise transaction information on an aggregated basis for analytical and operational purposes. In such cases no identifiable personal data is used. Aggregated transaction data may be used to improve our services, assess purchasing trends, and enhance our operational efficiency.
Customer service records

Generally we will rely on our legitimate interest in the processing in question, having balanced those interests against the individual in question’s interests, rights and freedoms. The legitimate interest we are pursuing will usually be the provision of good customer services and to ensure we can continue to improve upon that experience.

On occasion we may collect, process, or share customer service records because of a legal obligation on us, for example if we are required by a court or regulator to preserve records.
Marketing preferences

We will only send email or SMS marketing to you where we have your consent to do so, or in some circumstances, we may have a legitimate interest in sending electronic marketing messages. We may have obtained your marketing consent directly from our interaction with you or through a third party where they have sought your consent for us (or the wider TEG Group) to send email and SMS marketing to you. We may promote our services, and those of our partners and third parties, where you have consented to receiving such marketing communication.

Where we collect email or SMS marketing consents on behalf of a third party, we will inform you of the name of the third party on behalf of whom we are requesting email or SMS marketing consents.

In other circumstances, we may rely on our legitimate interest in the processing in question, having balanced those interests against the individual in question’s interests, rights and freedoms. If you have previously purchased tickets from us, and have not opted out of marketing messages, we may send you marketing emails or SMS’s for similar goods or services, as you have previously shown an interest in those particular services (e.g. we may contact you to let you know that a concert or event you have previously attended is happening again). Other legitimate interests we pursue may include things like improving our products and services, and optimising our marketing strategies. We may also consider the legitimate interests of others, such as the venues, artists, promoters and teams for whose events we provide ticketing services. We may collaborate with third party service providers to enhance our and our partners’ marketing strategies.

We may display content and advertising (including in relation to tickets and events) that is customised to your interests, preferences and experiences, including through online targeted marketing, data and audience matching and market segmentation activities.

You can manage your marketing preferences in your Ticketek account.
Cookies and similar technologies We will seek your consent for cookies and similar technologies. By exception, in accordance with applicable privacy and electronic communications law, we may use cookies and similar technologies without consent where doing so is necessary for the functioning of the relevant website or app. Please see the 'Cookie notice' section below for further details.
Customer campaigns & surveys We may invite you to take part in marketing campaigns or customer insights survey. In those instances, your participation and our processing of the data you provide is either with your consent, or we may have a legitimate interest in the processing in question, having balanced those interests against the individual in question’s interests, rights and freedoms. We will need to process your information to enable us to fulfil our obligations to you under the specific campaign or survey, for example in notifying a prize winner in a competition or similar campaign.
Location, tendency, and characteristic information In these circumstances we will rely on our legitimate interest in the processing in question, having balanced those interests against the individual in question’s interests, rights and freedoms. The legitimate interests we pursue may include things like improving our products and services. We may also consider the legitimate interests of others, such as the venues, artists, and teams for whose events we provide ticketing services.
Interactions on social media In these circumstances we will rely on our legitimate interest in the processing in question, having balanced those interests against the individual in question’s interests, rights and freedoms. The legitimate interests we pursue may include things like improving our customer services, increasing our reach, and improving our products and services.
Information captured during events and in the management of events, including any special category data

If we process information that applicable data protection law defines as ‘special category’ data, such as information concerning your health, we will only do this with your explicit consent unless we are required to process that information to protect your vital interests, such as in a health emergency. We may also have a contractual obligation to you in processing your data, if that data relates to a purchase of an accessible ticket, or carer/Access Card ticket to ensure we, and relevant third parties (such as the venue) can meet those obligations.

In most other circumstances we will rely on our legitimate interest in the processing in question, having balanced those interests against the individual in question’s interests, rights and freedoms. The legitimate interests we pursue may include things like improving event experiences and improving our products and services. We may also consider the legitimate interests of others, such as the venues, event organisers, artists, and teams for whose events we provide ticketing. In some circumstances, we may, where it is in the public interest to do so, process certain information such as CCTV records and ticket purchase information to prevent and detect unlawful acts.
Information relating to breaches of terms & conditions or other abuses or misuses of tickets or events

On occasion we may collect, process, or share information because of a legal obligation on us, for example if we are required by a law enforcement agency, or a governmental or regulatory body, to provide that information.

In most other circumstances we will rely on our legitimate interest in the processing in question, having balanced those interests against the individual in question’s interests, rights and freedoms. In some circumstances, we may, where it is in the public interest to do so, process certain information such as CCTV records and ticket purchase information to prevent and detect unlawful acts, or to prevent fraud.

Sometimes Ticketek will produce aggregated data which does not identify individuals. Ticketek uses, and may combine, the aggregated data it produces and receives from its partners and suppliers for research purposes and in connection with products and services we provide to our business clients.

From time to time, there may be other purposes for which we collect, hold, use and disclose your personal information. We will tell you about these at the point of collection.

Our data partners

We may share personal data with, and receive personal data from, third parties. We may also engage third parties to process personal data on our behalf. Where we do so, we will comply with the applicable data protection laws relating to transfers or processing agreements of that nature. If we share personal data with another ‘controller’ of personal data, their data privacy notice will apply to their processing of that personal data. In some circumstances we may make that data privacy notice (also referred to as a ‘privacy policy’) available on their behalf.

We may share personal data with or receive personal data from the following:

  • Technology and service providers. We collaborate with technology and service providers to support our platform, enhance efficiency, and improve our services. This includes infrastructure and cloud storage providers, customer service platform providers, customer engagement and communication platform providers, analytics platform providers, marketing and digital agencies, software providers, refundable ticket protection service providers and payment service providers or other financial institutions. We may engage other trusted providers to continually improve our services and delivery. We may provide information to business service providers such as auditors, insurers, and legal advisors. For example, some of our key service providers are Zendesk (customer service platform), Braze (marketing services) and Google (web analytics and advertising services amongst others).
  • Ticketek group companies. We may share personal data between the companies in our group (the TEG Group), including our parent companies in Australia, Ticketek Pty Ltd and TEG Pty Ltd, and our group companies in the UK including TEG Live Europe Limited and TEG Venues UK Limited. We may do this for operational efficiencies, product development or resource sharing purposes, or where for example we have provided ticketing for events organised by those companies. In the event that Ticketek or the TEG Group sells any part of its business or assets, we may be required to provide personal data to that purchaser.
  • Event partners. We may both provide personal data to and receive personal data from our event partners, such as venues, event organisers/promoters, artists, and teams. The event partners we share information with will depend on the events you attend. Our event partners may appoint additional service providers and we may share information with those third-party service providers (such as marketing agencies) on the direction of our event partners. Where we collect email or SMS marketing consents, waiting lists, or other consents or marketing information, on behalf of a third party event partner, we may share that information with them. Our event partners may collect information such as audience insight data to share with us. Where we act as the main ticketing agent for a venue or promoter, they may provide us personal data for marketing purposes, and we may act as a processor on their behalf in sending marketing materials to you, in which case the data privacy notice of the applicable venue or promoter will apply. A venue may also act as a controller of your data, where we act as the main ticketing agent for them. In such instances both our and their privacy notices apply. We may also need to share personal data with the venue, or their appointed service provider and/or ticketing agent, to ensure that you can gain access to the venue with our ticket and that your accessibility needs are met. This can include facilitating the use of third-party services for entry to venue (such as the O2/AXS app), or Access Card verification services (e.g. Nimbus or direct verification by the venue or Event Organiser either before or at the event).
  • Product and service partners. We may sell products and services which are provided by third parties, such as venues, artists, and merchandising companies, and our authorised ticket resale platforms, in which case we may exchange information about your purchases. This may also apply where we sell gift vouchers, ticket protection and cancellation cover such as refundable tickets, and charities.
  • Marketing collaborations. We may collaborate with an event or product partner in a marketing campaign, such as running a competition or a survey with an artist, venue or a promoter. In those instances information will be shared between us and our partner, to facilitate the campaign.
  • Audience insight partners. In order to improve our marketing personalisation we may share limited information with marketing partners including social media companies such as Meta (Facebook, Instagram), Alphabet (Google), X (Twitter) and ByteDance (TikTok). In order to understand ticketing audiences and improve marketing personalisation we may share information relating to cookies and similar technologies with our event partners, such as promoters, artists, teams, artist management, and talent agencies. We may appoint other service providers or engage analytics partners to improve our reach and optimise marketing performance. We may receive personal data from third parties, such as governmental bodies, industry groups, arts councils, charities, and other groups, to help us better understand live entertainment audiences. We may share information with those bodies in return. If we run promotions or competitions with or on behalf of third parties, we may share information with them.
  • Customers. Customers may give us personal data relating to other people in their group of actual or prospective event attendees.
  • Authorities and emergency services. We may share information with the emergency services, fraud prevention agencies, and courts. We may also provide information to authorities such as tax authorities or regulators.

Keeping personal data secure

Our security measures

We have in place a number of physical, electronic and procedural steps to protect personal data from misuse, interference, loss, unauthorised access, modification or disclosure.

We protect the personal data we collect in a secure database stored by our third party data storage provider. It is in proprietary data format, which can only be read using proprietary tools. We encrypt data sent from your computer to our systems during internet transactions. We also employ firewalls, intrusion detection systems and virus scanning tools to protect against unauthorised persons and viruses from entering our systems. Our employees undertake regular data protection training.

For further details about our website security, please visit our website.

Third parties

Where we appoint third parties to process personal data on our behalf, and where we share personal data with other data controllers, we will put in place measures to keep that data secure and ensure that any such activity is performed in compliance with data protection law.

International data transfers

We are part of a global entertainment group, with headquarters in Australia and we share services with other companies in our group. We engage technology and service providers with a global footprint. We have key technology services providers in the European Union and in Australia. We engage with social media platforms and technology providers based in the United States of America. We also provide services to clients, such as venues, and concert promoters for global touring artists and sports teams, who are located in other countries. As such, we may transfer personal data outside of the UK.

We will ensure appropriate safeguards are in place for transfers of personal data out of the UK. This will include limiting data transfers to those places which have been formally recognised by the UK authorities as having an ‘adequate’ data protection environment compared to the UK, for example transfers to the European Economic Area. Where that is not possible, we will use other safeguards, such as ensuring that transfers are performed in accordance with standards set by law, such as the UK’s international data transfer agreement or the UK addendum to the European Union Standard Contractual Clauses. We will assess the risks associated with transfers to the place in question and we will ensure that international transfers of personal data are limited in frequency and duration.

Keeping information

We will only keep your personal data for as long as is necessary to provide services to you, or send you marketing, waiting list updates, and other communications, in accordance with your preferences. Usually, we will keep the information we hold relating to your Ticketek account for as long as that account is active, plus any additional time for which we need to keep it for legal, accounting, or tax purposes. This could be between six and ten years, depending on the particular circumstances, however, if we do need to store personal data for these purposes, we will not use it for other purposes. If we do not reasonably need to retain personal data for that long, we will delete it.

Other personal data, such as CCTV footage and customer service call logs, may be kept for shorter periods of time.

Where we use cookies and similar technologies, the length of time they remain in place will depend on the type of cookie used. ‘Session’ cookies will remain in place until you close your browser. ‘Persistent’ cookies will remain in place until they are removed. You can remove persistent cookies by using your browser’s cookie removal tool.

Your responsibilities

Please do not share your login information, such as your Ticketek account details, with anyone. It is your responsibility to keep your username(s) and password(s) confidential and secure.

You should ensure that your Ticketek account information is accurate and up to date. You can review and update your account here.

What are cookies and what are they used for?

As explained in the 'Personal data we process' section above, we utilise cookies and other tracking technology on our website and app. These are small files stored on the browser or app which collect certain information and distinguish you from other users of our website and app. We refer to these technologies as ‘cookies’ in this notice.

Some of these cookies are necessary for the functionality of our services, to enable you to log into secure areas of our website, use a shopping cart and make purchases. Without these cookies our website and/or app would not function properly. These cookies are set automatically on your visit to our website and/or app and though they can be disabled within your browser settings, the functionality of our service may be impacted as a result.

In addition to the above necessary cookies, we, and our partners, also use cookies which require your consent to operate, as further detailed below:

  • Analytical or performance cookies. These allow us to recognise and count the number of visitors and to see how visitors move around our website and/or app when they are using it. This helps us to improve the way our website and/or app works, for example, by ensuring that users are finding what they are looking for easily. Examples of the types of cookies utilised are Braze (customer engagement), Google Analytics (traffic and marketing insights) and Hotjar (online behaviours and feedback).
  • Advertising & Targeting cookies. These cookies record your visit to our website, the pages you have visited and the links you have followed. We may use this information to make our website and the advertising displayed on it more relevant to your interests. Where the cookie originates from a third-party site, your interactions on our website may also be used by that third-party to serve you with relevant advertising on that third-party site. Examples of the types of cookies utilised are Meta (targeted advertising & optimisation), Taboola (targeted advertising) and Teads (targeted advertising).

Details of what cookies are utilised, the data they collect, their use case and for how long the cookies are active can be found in our ‘Cookie Consent’ tool at the bottom left hand corner of our Ticketek website, as well as by selecting ‘Account’ and ‘Cookie & Performance Monitoring Consent’ within the Ticketek app.

Duration of cookies – session & persistent cookies

The duration of the cookies depend on their use case. Session cookies only collect information during your visit to our website or app, and are removed from your device when you no longer access our services. An example of session cookies are those that monitor your use of our website or app. Persistent cookies are not removed when you leave our website or app but remain for a set period of time following your visit allowing us or a third party to recognise you. An example of this type of cookie is authentication cookies which remember your login details, or any preferences you have set. Advertising and e-commerce cookies are also persistent cookies, the former tracks your online behaviour beyond your visit to our website or app, and the latter stores non-sensitive payment information, for example. We use this data to better inform our services, and to ensure that any applicable affiliate commission is fulfilled.

Details of the duration of cookies we utilise are set out within the ‘Cookie Consent’ tool on our website by selecting the specific cookie vendor, and viewing their details. Please see section below 'How to manage your cookie preferences' for further information.

First and Third Party cookies

Cookies set by Ticketek are first party cookies, however we also permit our partners and other third parties to set cookies, and these are called third-party cookies. These third-party cookies are used when our website or app incorporates elements from other sites, such as images, social media plugins or advertising. When the browser or other software fetches these elements from the third party site, that site may set cookies as well. For example, you may interact with affiliate links on our website (such as those powered by Rokt). Ticketek may earn a commission from any purchases made through and/or impressions served on these third-party websites, and your interaction is tracked to ensure affiliate commission is fulfilled to the right originating website.

These third-party cookies include cookies from external analytics services, social media platforms or advertising networks. These typically fall within both the Analytical and Performance cookies, and Advertising & Targeting cookies, as explained in the above section. These cookies provide Ticketek invaluable insight on how our website and app are used, your behaviours, as well as measure the effectiveness of any advertisements or affiliate links.

For example, our key third-party partners are social media platforms, including Meta (Facebook, Instagram) and TikTok, as well as Google and their analytics and advertising services. These enable you, for example, to share our content within your network, and enables these platforms to advertise our services to you and events relevant to your interests, and for us to track your interactions with our website and app, and any advertising or affiliate links contained.

Please see below section How to manage your cookie preferences for details on how to manage your cookie consents, and also how to clear third-party cookies within your browser. In addition, you can also visit Google Help Centre, META Privacy Centre or TikTok Privacy Policy directly for more information.

How to manage your cookie preferences

You can find more information about the individual cookies we use and the purposes for which we use them in our ‘Cookie Consent’ tool at the bottom left hand corner of our Ticketek website.

In our Ticketek App you can view and manage your cookies preferences by selecting ‘Account’ and ‘Cookie & Performance Monitoring Consent’ within the app.

You can also clear the cookies within your browser. Each browser will enable this in its settings, links on how to do this on Google Chrome, Microsoft Edge, Apple’s Safari and Mozilla’s Firefox are detailed below:

Use of AI tools and technologies

Ticketek uses well-established software solutions from trusted providers like Microsoft, Zendesk, Braze, and other global solutions and platforms. These systems may incorporate Artificial Intelligence (AI) technologies to enhance performance, improve user experience, and streamline various business processes.

Examples of how AI may be used include, but are not limited to:

  • Automating routine tasks for improved efficiency (e.g. scheduling, invoice processing and document management).
  • Providing recommendations and insights (e.g. utilising existing transaction data to identify trends and enhance our business offering).
  • Enhancing data security and privacy measures (e.g. monitoring and detecting unusual patterns in real time).
  • Improving or refining content (e.g. text automation or natural language processing).

Please note that while AI may assist in these areas, human oversight remains integral to our operations, and decisions involving personal data are always subject to review.

These AI tools and technologies are not primarily used to process personal data however where such processing takes place, it is done in accordance with applicable laws and the relevant data sharing agreements in place. These ensure that any processing is strictly carried out in accordance with the agreed purpose and parameters, data is kept secure and general data protection standards are adhered to.

Your rights

You have rights in relation to our use of personal data that concerns you. If you wish to exercise these rights, please contact us on the details provided in this data privacy notice.

Unsubscribing

You have the right to unsubscribe from direct electronic marketing messages at any time. You can do this in several ways, including by updating your preferences in your Ticketek account, following the links on the emails you receive to unsubscribe or manage your preferences, or follow the guidance in any SMS’s you receive relating to opting out of SMS marketing. Your update will be actioned within a reasonable period of time, and usually within 4 working days.

Information provision

We have a legal obligation to provide you with concise, transparent, intelligible, and easily accessible information about your personal data and our use of it. We have written this data privacy notice to do just that, but if you have any questions or require more specific information, you can get in touch with us.

Access

You have the right to ask us to confirm whether or not we hold any of your personal data. If we do, you have the right to have a copy of your information and to be informed of the following:

  • why we have been using your information;
  • what categories of information we were using;
  • who we have shared the information with; and
  • how long we envisage holding your information.

To maintain the security of your information, we will have to verify your identity before we provide you with a copy of the information we hold.

Please note the above information is contained within this data privacy notice.

Correction

You have the right to correct any inaccurate or incomplete personal data we may hold. You can do this by updating your Ticketek account. If you are unable to do so, please contact us.

Erasure

You have the right to ask us to erase your personal data in certain circumstances. We may not be able to delete your information if we are required to keep it for legal reasons or certain other reasons, such as when you have bought a ticket for an event that has not yet happened. If we cannot comply with your request, we will explain to you the reasons why.

Restricted processing

You have the right to ask us to restrict the processing of your personal data in certain circumstances. We may not be able to delete your information if we are required to keep it for legal reasons or certain other reasons. If we cannot comply with your request, we will explain to you the reasons why.

Portability

In certain limited circumstances you may have the right to ask that we transfer the personal data you gave us to another organisation or to you. If we cannot comply with your request, we will explain to you the reasons why.

Withdrawing consent

If we are processing your personal data based on your consent for us to do so, you have the right to object at any time. To withdraw your consent to direct electronic marketing messages, please click on the unsubscribe link contained in the relevant message.

Automated decision making and profiling

We do not generally make decisions using automated tools. If we do, we will let you know.

We may use certain profiling tools, meaning using data to assess the likelihood of someone being interested in our products and services. This may involve activities like analysing or predicting individual preferences, such as purchasing interests. We may also compare data with the preferences of our other customers who share similar engagements with our products and services. We do this to try to personalise experiences and deliver content to those people who are most interested in it. This may include targeted advertising or changing Ticketek app or website content to better suit your interests. If you wish to object to our marketing profiling, you have the right to do so by getting in touch using the details in this data privacy notice.

Changes to this data privacy notice

If we change this data privacy notice, we will post the changes on this page and may place notices on other pages of the website.

Complaints and how to contact us

If you would like to contact us or to complain about our collection or use of your personal data, you can do so:

  • By post – Data Protection Officer, Ticketek, 2nd Floor, Bond Street, Bristol, BS1 3LG
  • By email – privacy@ticketek.co.uk

If you do contact us, please provide enough information so that we can identify you, your Ticketek account and to respond to your query. In some circumstances we may require you to provide further information for identification verification purposes.

The Information Commissioner’s Office is the supervisory authority for data protection in the United Kingdom. You can contact the Information Commissioner’s Office:

  • By post – Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
  • By telephone – on helpline number: 0303 123 1113

You can find more information at https://www.ico.org.uk

This data privacy notice was last updated in March 2025.