Purpose of policy
We are committed to protecting your personal information and being transparent about what information we hold about you.
Using personal information allows us to develop a better understanding of our patrons and in turn to provide you with relevant and timely information about the work that we do – both on and off stage.
The purpose of this policy is to give you a clear explanation about how we (and oursubsidiaries) collect and use the information we collect from you directly and from third parties.
We use your information in accordance with all applicable laws concerning the protection ofpersonal information. This policy explains:
- What information we may collect about you
- How we may use that information
- In what situations we may disclose your details to third parties
- Information about how we keep your personal information secure, how we maintain it for and your rights to be able to access it
If you have any queries about this policy, please contact firstname.lastname@example.org
Please note that where we pass your personal information to third parties we deal with when providing services to you such as promoters, venues, ticketing agencies and event partners (“third parties”) such third parties will themselves be responsible for processing your personal information in accordance with their own privacy policies as data controllers. We are not responsible for how they process your personal information where they are acting as a data controller in relation to your personal information. You will need to contact them directly in order to exercise your rights in relation to your personal information.
Who we are?
TEG Live Europe Limited and its subsidiary Imagine This (Live) Limited is an event promoter and/or venue operator. We are registered as a company in England and Wales under registration number 08423282.
We collect various types of information and in a number of ways, as follows:
- Information you give to us
- For example, when you register on our website or purchase tickets from our event partners, we may store personal information you give us such as your name, email address, postal address, telephone number, gender, date of birth/age range;
- We may also store a record of your purchases;
- Information you provide to us with when you contact us by phone, email, post, or when you communicate with us via social media;
- Information you provide to us when you participate in competitions, surveys, promotions, or other marketing campaigns;
- Sign up to waitlists or an event;
- Make an inquiry or complaint; and
- Indicate you wish to receive news, offers, or other marketing materials.
Our services are neither directed nor intended for use by minors under the age of 16. We do not knowingly collect personal information of minors. If we learn that it has done so, we will delete such information. Do not access or use our services if you are under the age of 16 unless you have the consent of your parent or guardian.
- Information about your interactions with us
- For example, when you visit our website, we may collect information about the browser you’re using, your IP address (this is a number that identifies a specific network device on the internet and is required for your device to communicate with websites), what sites you came from and how you interact with our content.
- When we send you an email, we may collect information on how you respond such as the number of times you have opened emails or the links in them that are clicked.
- We may also hold information on interests and demographic categories inferred from your interactions with us in order to provide you a better service and to provide you with more focused information. For example, if you buy tickets to a certain show and lots of people who went to that show also bought tickets for a different concert, we might send you information about that concert.
- CCTV images when you visit one of our events or venues.
- information you provide to us about your health (for example when you are buying tickets for wheelchair accessible spaces or when we are investigating an accident which may have happened at one of our events or venues).
- information about transactions you make with other companies in connection with our events and venues (including for example, ticket agents, what they have provided to you, when and where and, if applicable, how much you paid).
- Please see our Cookies Policy at the bottom of this document for more information.
- Sensitive personal data
- Data Protection law recognises that certain categories of personal information are more sensitive such as health information, race, religious beliefs, and political opinions. We do not collect this type of information about our patrons unless there is a clear reason for doing so such as the example given above.
- Data Breaches
- In the event of a data breach, in accordance with GDPR regulation, we will disclose to the ICO regulator within 72 hours of becoming aware of such breach.
- Sources of personal data
- We will receive your personal data when you provide it to us yourself or when you use or purchase one or more of our services.
- We also receive personal data about you from third parties. Third parties who provide us with personal data about you include:
- Marketing and digital services suppliers;
- Research and development organisations;
- Data partners and analytical consultants;
- ticket agents such as Eventbrite, Ticketmaster and others, who transfer personal data to us when you purchase a ticket from them for one of our events or venues;
- Meta Platforms Inc., who, if you have consented, transfer personal data to us when you register for one of our Services using your Facebook account; and
- Other publicly available sources of information.
We will combine any personal data about you that we receive from you and from third parties. Also, from time-to-time, we collect personal information about individuals who are not customers. This is usually where we collect the name and business contact details of a person who is the contact in a government agency or company with whom we deal. Our policy is to only use personal information collected from non-customers for the main business purpose for which it was collected.
How we collect, hold use, and disclose your Personal Information
Generally, we only use personal information for the primary purpose for which we have collected it, or for another closely related secondary purpose. In addition, we may use your personal information for other purposes including:
- Delivery of our Services/Contractual Basis
- When you purchase tickets to one of our events, sign up to our mailing list or otherwise use one of our services, you are entering into a contract with us. In order to perform this contract, we need to process and store your data. For example, we may need to contact you by email in the case of cancellation of a show, or in the case of problems with your payment.
- Legitimate business interests
- In certain situations, we collect and process your personal for purposes that are in our legitimate organisational interests. However, we only do this if there is no overriding prejudice to you by using your personal information in this way. We describe below all situations where we may use this basis for processing:
- to provide you with our services;
- to verify your identity for security purposes;
- to ensure the security of our websites and other technology systems;
- for the good governance of our business;
- by using CCTV, to prevent and detect crime and to keep people who visit and work at our events and festivals safe and secure;
- to record and investigate health and safety and other incidents which have happened or may have happened at one of our events;
- to manage access to specific areas at an event or venue (for example, we will use lists of people and/or vehicles to allow us to manage access to backstage, VIP or premium viewing areas);
- to provide you with information about our services, to contact you about administrative matters, and to manage and respond to any queries or complaints you make or any correspondence you send us; and
- to “geo-fence” marketing so that you receive marketing communications or see advertisements which are relevant to your location.
- In the case of online behavioural advertising, we may work with other companies to show you advertisements we think you may find relevant and useful based on information collected by us or third parties and/or may be based on your activities on our websites or third-party sites.
- With your Explicit Consent
- For any situations where you provide us information about your health (i.e. for the requirement of wheelchair access or to assist in investigating a health and safety incident) we will instead ask for your explicit consent before using your personal information in that specific situation.
- With your Consent
- Where you have provided us with consent, we will send you marketing communications to you about the work that we do in ways that you find relevant, timely and respectful. To do this we use data that we have stored about you, such as what events you have booked for in the past, as well as any interactions or preferences you may have told us about.
- In the case of email, we will give you an opportunity to opt in of receiving them during your first purchase with us or registering to receive direct marketing from our websites.
- We will also provide you with an option to unsubscribe in every email that we subsequently send you, or you can alternatively use the contact details at the end of this policy.
- Other Processing Activities
- We also process personal information in the following ways that are within our legitimate organisational interests:
- We may analyse data we hold about you in order to identify and prevent fraud;
- In order to improve our website, we may analyse information about how you use it and the content and ads that you interact with. This information will be aggregated with other users and not personally identifiable; and
- In each of the above cases, we will always keep your rights and interests at the forefront to ensure they are not overridden by your own interests or fundamental rights and freedoms. You have the right to object to any of this processing at any time. If you wish to do this, please use the contact details at the end of this policy. Please bear in mind that if you object this may affect our ability to carry out tasks above that are for your benefit.
- Third Parties
- There are certain circumstances under which we may disclose your personal information to third parties. In these cases, we require that these third parties comply strictly with our instructions and with data protection laws, for example around security of personal data. These circumstances are as follows:
- if we sell or buy any business or assets, we may disclose your personal data to the prospective seller or buyer of such business or assets;
- if we (or substantially all of our assets) are acquired by a third party, in which case personal data held by us will be one of the transferred assets;
- To our own service providers who process data on our behalf and on our instructions (for example ticketing agents that we allocate tickets to and our CRM provider, Mailchimp);
- Where we are under a duty to disclose your personal information in order to comply with any legal obligation (for example to government bodies and law enforcement agencies); and
- to event partners, sponsors, sporting clubs, authorised ticket onsellers and resellers who (unless you give a separate consent) will only use it for operational purposes, for example, to provide you with additional information about the event or venue that you are attending.
- TEG Group
- We may disclose your information to other TEG Pty Limited (TEG) group companies and their contractors (such as data management providers). TEG group companies include Ticketek UK Limited, Ticketek Pty Ltd, TEG Venues UK Limited, Propaganda Promotions Limited, Imagine This (Live) Limited, TEG Dainty Pty Ltd, TEG Live Pty Ltd, and any entities that may in future become part of the TEG group of companies or in which TEG may have an interest. We may disclose your personal information to these entities for the purposes of, for example, responding to customer enquiries, ensuring that information collected is accurate, complete and up to date, producing anonymised and aggregated information for the benefit of other TEG companies, and enabling us and other TEG companies to better understand and meet your needs and interests. TEG may also use its affiliated companies and their contractors to process personal information on TEG’s behalf including where TEG has outsourced certain services to them – for example where we have one contact person within our group in the UK for data protection queries and compliance.
Maintaining your personal information
- We will normally retain your personal information for as long as you use our services. In the context of marketing communications, where you have provided consent, we will hold your data until or unless you opt out of receiving communications from us. If there are aspects of your record that are inaccurate or that you would like to remove, you can do so by using the contact details at the end of this policy to get in touch. Any objections you make to any processing of your data will be stored against your record on our system so that we can comply with your requests.
- In some circumstances we will retain your personal data for a shorter period, including:
- recorded CCTV footage from our events and venues for no longer than 31 days, unless we are required to retain it for longer (for example, if we are investigating an incident, or have been asked to retain specific CCTV footage for a longer period by government or law enforcement officials); and
- We will retain your personal data for longer if we believe we may need it in order to respond to any claims, to protect our rights or the rights of a third party, and we will retain your personal data for longer if we are required to retain them in order to comply with applicable laws.
Security of your personal information
- We have in place appropriate safeguards (both in terms of our procedures and the technology we use) to keep your personal information as secure as possible. We will ensure that any third parties we use for processing your personal information do the same.
International transfers of your personal data
- Your personal data may be transferred to and processed in locations outside of the European Economic Area (EEA).
- Your personal data may also be processed by staff operating in Australia or outside the EEA working for us or third-party data processors. Such staff or third parties may be engaged in, among other things, the provision of our services to you, the processing of transactions and/or the provision of support services.
Reasons we can collect and use your personal information
- Under the GDPR we need to have a lawful basis for processing your personal information in relation to the processing in question.
- The primary lawful basis we use is that the processing is for the purposes of legitimate interests of us or a relevant third party (such as the operation of our business and to provide the tailored services you would expect from a leading event promoter and/or venue operator or service provider to prevent and detect fraud). For example, we would rely on this basis in order to provide you with services such contacting you if there is an event cancellation or change in event details. We may also rely on an additional basis that the processing in question is necessary for the performance of a contract for which you are a party or relates to steps taken at your request to enter into such a contract.
- We rely on consent as a lawful basis where we require this in order to lawfully market to you and to pass your data to third parties (such as ticketing agencies, venue operators, promoters, and event partners) to allow them to do so. Where we are relying on your consent you are entitled to withdraw your consent for the processing in question at any time. Otherwise, we rely on our legitimate interests to process your personal information for marketing and promotional purposes.
- We may also process your personal information where needed to comply with our legal and regulatory obligations.
How long your personal information will be kept?
- We will only keep your personal data for (a) as long as this is necessary to provide services to you and to keep you informed in accordance with your marketing preferences; and (in any event) (b) for as long as we are required to do so for legal, accounting or tax purposes or for as long as we need to keep it to bring or defend legal claims or for other reasonable reasons. For more information on our data retention periods please contact our Privacy Officer.
- Under the GDPR, you have a number of important rights free of charge. In summary, those include rights to:
- fair processing of information and transparency over how we use your use personal information that this Privacy Notice is already designed to address;
- access to your personal information and to certain other supplementary information;
- require us to correct any mistakes in your information which we hold;
- require the erasure of personal information concerning you in certain situations;
- receive the personal information concerning you which you have provided to us, in a structured, commonly used, and machine-readable format and have the right to transmit those data to a third party in certain situations;
- object at any time to processing of personal information concerning you for direct marketing;
- object to decisions being taken by automated means which produce legal effects concerning you or similarly significantly affect you;
- object in certain other situations to our continued processing of your personal information; and
- otherwise restrict our processing of your personal information in certain circumstances.
- You also have the right to withdraw your consent at any time where we are relying on your consent as the legal basis for our processing (e.g. direct marketing).
- For further information on each of those rights, including the circumstances in which they apply, see the Guidance from the UK Information Commissioner’s Office (ICO) on individuals’ rights under the General Data Protection Regulation.
If you would like to exercise any of those rights, please:
- email, call or write to email@example.com, our Data Protection Representative;
- let us have enough information to identify you by sharing your name and email address;
- let us have proof of your identity and address (for example, by providing a copy of your driving licence, passport and a recent utility or credit card bill); and
- let us know the information to which your request relates for example, an order confirmation ID, Date of Transaction, details of your transaction.
If you would like to unsubscribe from any marketing emails you can also click on the ‘unsubscribe’ button at the bottom of the marketing email. It may take up to 4 working days for this to take place.
Complaints and how to contact our Privacy Officer
We hope that we or our Privacy Officer can resolve any query or concern you raise about our use of your information. Our Privacy Officer can be contacted by:
- e-mail at firstname.lastname@example.org
- letter to 2nd Floor, Spectrum, Bond Street, Bristol BS1 3LG
The General Data Protection Regulation also gives you right to lodge a complaint with the Information Commissioner in the UK who may be contacted at https://ico.org.uk/concerns/ or telephone: 0303 123 1113.
Changes to this policy
From time to time we may change our privacy practices. We will notify you of any changesto this Policy as required by law. We will also post an updated copy on our website. It will have a different date from the one set out below. Please check our site periodically for updates.
TEG Live Europe LimitedLast Updated – July 2022