PRIVACY & COOKIES POLICY

 

ABOUT US AND THIS PRIVACY POLICY


This is the Privacy Policy for KX Tickets Limited (KX Tickets).
KX Tickets is a ticketing and box office service provider for theatre and event venues. Under the relevant data protection legislation KX Tickets acts as data controller of your personal data for the purposes described in this Privacy Policy.

We respect your privacy and are committed to protecting your personal data. Please read this Privacy Policy carefully. It gives you detailed information about when and why we collect your personal data, how we use it, how we keep it secure, and what your rights are.

This Privacy Policy applies to our customers and prospective customers, to users of our website www.kxtickets.com (KX Tickets Website), and to anyone else whose personal data we otherwise process in connection with the provision of our services.

Please note that our website is not intended for children, and we do not knowingly collect data relating to children.


CONTACT DETAILS FOR KX TICKETS

 

If you have any questions about this Privacy Policy or the way we process your personal data, please contact us at:
Email address: [email protected]
Postal address: KX Tickets, Troubadour Wembley Park Theatre, 3 Fulton Rd, Wembley, HA9 0ST.


HOW WE COLLECT YOUR PERSONAL DATA

 

We may collect, use, disclose and store information about you in several ways, including when:

  1. You interact in any way with or use the KX Tickets Website, including to buy tickets from us.

  2. You purchase tickets from us but via a third-party's website (eg. you buy a ticket from a theatre producer's website for whom we are providing box office services).

  3. You telephone us, contact us by email or by post.

  4. You book tickets in person at one of our box offices.

  5. Your employer or a business that you are associated with (or with whom you are contracted to) supplies KX Tickets with a service.

 

THE CATEGORIES OF PERSONAL DATA WE COLLECT ABOUT YOU


The personal data we process about you may include the following (as applicable):

  • Your first name, maiden name, last name, username or similar identifier, marital status, title, date of birth, and gender.

  • Your email address, telephone numbers, billing address, delivery address, and postal address.

  • Your bank account and payment card details.

  • Details of your purchase history with us.

  • Information which you provide in, or we learn about you from, any correspondence or communications with us, including details of any enquiries or requests for support and any complaints.

  • Information about how you use the KX Tickets Website and our services.

  • Technical information including your internet protocol (IP) address, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, and other technology on the devices you use to access the KX Tickets website.

  • Your marketing and communication preferences.

 

We do not collect your special category data (sometimes referred to as "sensitive personal data")save for, where relevant, we may collect information about your disability status to ensure suitable access (for example if you require wheelchair access to a particular venue).

WHY WE COLLECT YOUR PERSONAL DATA AND HOW WE USE IT


Under relevant data protection legislation we can only process your personal data if we have a legal basis for doing so. Most commonly that will be where we need to perform the contract we are about to enter into with you (or have entered into with you) or where it is necessary for our legitimate interests or those of a third party. Sometimes we will process your personal data when we have your consent to do so or where we need to comply with a legal obligation we are subject to. Where we rely on your consent, you have the right to withdraw that consent at any time.

We set out below in more detail how we may use your personal data and the legal basis upon which we rely on for each purpose:

  • To fulfil orders, process payments and deliver tickets. Legal basis: we rely on the performance of our contract with you.

  • To share your information with third-party venues if the performance you have booked a ticket for is being hosted by one of those venues. Legal basis: we rely on the performance of our contract with you.

  • To respond to any queries about your booking and respond to any complaints you may have. Legal basis: we rely on our legitimate interest in providing good customer service.

  • To contact you with information in relation to your booking, such as confirming your order, reminding you of an upcoming performance, and providing you with other information relevant to your booking. Legal basis: we rely on our legitimate interest in keeping you informed about your upcoming theatre visit.

  • To operate the KX Tickets Website (including troubleshooting, incident management and data breach management, data analysis, product and system testing, system maintenance, support, reporting and hosting of data). Legal basis: we rely on our legitimate interest in operating our business and providing our services effectively.

  • To ensure where relevant that you have suitable venue access (for example, if you require wheelchair access to a particular venue). Legal basis: we rely on it being in the substantial public interest and necessary in order to promote equality of opportunity and treatment.

  • To learn about your interests and preferences so that we can contact you via email with information and adverts that we think would be relevant to you (details about another one of our shows we think you might enjoy for example). Legal basis: we rely on our legitimate interest to learn about your interests to tailor our marketing and send you marketing material.

  • To share your marketing preferences with our trusted production partners so they can send you tailored marketing material for shows of theirs they think you might enjoy. Legal basis: we rely on your consent for this.

  • To classify our audience into groups or segments, using booking and publicly available information. These segments help us to understand our audience better and ensure we’re sending relevant messages to each group. Legal basis: we rely on our legitimate interest to understand our audience better.

  • To measure and understand how our audiences respond to a variety of marketing activity so we can ensure our activity is well targeted, relevant and effective. Legal basis: we rely on our legitimate interest to improve our marketing material and to make it relevant for the intended audience.

  • To pseudonymise your personal data (ie. remove information from it that identifies you) and then share that anonymised information with social media platforms (such as Facebook) for the purposes of creating and marketing to lookalike audiences via those platforms ('lookalike audiences' are potential future audiences who share similar demographic information to you); and also, share it with other third-parties (eg. marketing teams at producers and venues we partner with) so that they can create their own lookalike audiences and also analyse where their events have been most successful so as to help inform future campaigns (note that the anonymous data we share with these third-parties is not considered personal data in law as those parties will not be able to identify you directly or indirectly from that data). Legal basis: we rely on our legitimate interest in developing our business and the legitimate interests of our production partners in developing their own businesses.

 
We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If we need to use your personal data for an unrelated purpose, we will notify you (which
may be by way of update to this Privacy Policy) and we will explain the legal basis which allows us to do so. Please note that we may process your personal data without your knowledge or consent where this is required or permitted by law.


MARKETING


We may use your personal data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which productions and offers may be relevant for you.

You may receive email marketing communications from us about productions we think you might enjoy if you have bought tickets from us before and have not opted out of receiving such communications (note we do not send marketing by post or partake in telephone marketing).

You have the right to ask us to stop sending you marketing communications. You can do this by following the opt-out links on any marketing communications sent to you, or, by contacting us with your request using the contacts details above. We will action any opt out request from you as soon
as we can. If you have asked us not to contact you, we may need to retain your name and contact details to put you on a suppression list (this ensures we do not get in touch with you again).

We may also give you the opportunity to opt-in to receiving marketing communications from specific companies we partner with (eg. a company that has produced a show that you are going to and for whom we are providing box office services). We will get your consent before we share your personal data with these companies for marketing purposes. You can withdraw that consent at any time by contacting us.


SHARING YOUR PERSONAL DATA WITH THIRD PARTIES

 

We may share your personal data with:

  • Third-party venues where necessary for the performance of our contract with you.

  • Named third-party organisations if you opted in to receiving marketing communications from them.

  • Third-party service providers who work on our behalf and who provide us with services that facilitate our business, for example, payment processing, website hosting, data hosting, and IT services and other suppliers. When making a purchase you are allowing us to share your personal and payment information with the necessary third parties, such as credit card companies and banks, so we can complete your transaction. Aside from these cases we will never share your payment or financial information with other third parties. We do not automatically save your payment information but you can opt to store your card details on our secure system to facilitate quicker payments in future.

  • Where you have purchased through external services or goods through KX Tickets, such as merchandise or Ticket Refund Protection, your details will be passed on to the relevant company so that your order or refund can be processed and sent accordingly. 


We seek to ensure that any third party engaged by us who processes your personal data in connection with the purposes listed above has policies and procedures in place to ensure compliance with data protection laws.

In the event that our business or any part of it is sold or integrated with another business, your personal data may be disclosed to our advisers and those of any prospective purchaser and will be passed to the new owners of the business.

We may otherwise share your personal data when required to do so by law, including when requested to do so by a regulatory or government authority.


INTERNATIONAL DATA TRANSFERS


We may use some tools and services which process data outside of the UK and EEA. We comply however with the requirements under relevant data protection laws for international data transfers when transferring data outside of the UK/EEA and require suppliers to ensure adequate protection for personal data by stipulating this in our contracts with them.


DATA SECURITY

 

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. We limit access to your personal data to those employees, agents, contractors and other third parties who have a
business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality. We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.


DATA RETENTION

 

We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for. We will not keep more information than we need. The retention period will vary according to purpose. For example, if you have a purchased a ticket from us, we will typically keep your personal data for up to ten years from the data of your last transaction with us. If you ask us to stop sending you marketing communications, we will keep the minimum amount of information about you (eg. your name and email address) to ensure we can comply with that request.


THIRD-PARTY LINKS


This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the Privacy Policy of every website you visit.


COOKIES


You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. For more information about the cookies we use, please see our Cookie Policy.


WHAT IF YOU REFUSE TO PROVIDE US WITH ANY PERSONAL DATA?

 

Where we need to collect personal data under the terms of an agreement we have with you, and you fail to provide that data when requested, we may not be able to perform that agreement.


AUTOMATED DECISION MAKING

 

We do not envisage that any decisions will be taken about you using automated means, however, we will notify you if this position changes.


CHANGES TO THE PRIVACY POLICY AND YOUR DUTY TO INFORM US OF CHANGES


We may make changes to this Privacy Policy from time to time, including as may be necessary or prudent to reflect any changes in the ways in which we process personal data or any changes in data protection laws. Any changes and updates to this Privacy Policy will be posted on the KX Tickets
Website. Please check this Privacy Policy regularly so that you are aware of any changes. It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.


YOUR RIGHTS


You have certain rights in relation to your personal data. This includes the right to: request a copy of your personal data held by us; correct any inaccurate or incomplete personal data held by us; request that we erase personal data we hold about you; request that we restrict the processing of your data; have your personal data transferred to another organisation; object to certain types of processing of your personal data by us; and, complain (see "Questions and Complaints" below).
Please note that not all these rights are absolute – they are subject to applicable data protection law. If you wish to exercise any of the rights set out above, please contact us using the details provided above.


QUESTIONS AND COMPLAINTS


We take our data protection obligations seriously. If you have any questions or complaints about this Privacy Policy or the way that we handle your personal data, we would appreciate the chance to deal with your concerns in the first instance before you approach the relevant data protection authority.
Please contact us using the details provided above. You have the right to make a complaint at any time to the relevant supervisory authority for data protection issues which, in the UK, is the Information Commissioner's Office (ICO) (www.ico.org.uk).

Last updated February 2023

WHAT ARE COOKIES?

 

A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your computer. Cookies contain information that is transferred to your computer's hard drive.
Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site.
Where we use cookies that contain your personal data, we do so in accordance with the terms set out in our Privacy Policy.


WHAT COOKIES DO WE USE?


We use the following cookies:
Strictly necessary cookies: These are cookies that are essential for certain basic functionalities of our website.
Functionality cookies: These are used to recognise you when you return to our website. This enables us to personalise our content for you, greet you by name and remember your preferences (for example, your choice of language or region).
Analytical/performance cookies: These allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.
Targeting cookies: These cookies record your visit to our website, the pages you have visited and the links you have followed. We will use this information to make our website and the advertising displayed on it more relevant to your interests.
You can find more information about the individual cookies we use and the purposes for which we use them below:

Cookie: Activity Stream TS0190524f
Type: Analytical
Duration: When browsing session ends
Description: This cookie is used to track activity and purchases in Activity Stream analytics

Cookie: Google Analytics _ga_
Type: Analytical
Duration: 2 years
Description: This cookie is used for Google Analytics to store a unique user ID

Cookie: Google Analytics _gid
Type: Analytical
Duration: Persistent
Description: This cookie is used for Google Analytics to store and update a unique value for each page visited

Cookie: Google Analytics _gat
Type: Analytical
Duration: Persistent
Description: This cookie is used for Google Analytics to throttle request rate

Cookie: CookieControl
Type: Functionality
Duration: 3 months
Description: This cookie is used to store user preferences about the Cookie Warning Banner

Cookie: scottie
Type: Functionality
Duration: 24 hours
Description: This cookie is used to store user preferences about the site Global Alert Bar

Cookie: Double Click DSID
Type: Targeting
Duration: 2 weeks
Description: This cookie identifies a logged in user on non-Google sites and to store user preferences regarding ad personalization

Cookie: Double Click IDE
Type: Targeting
Duration: 13 months in EU, 24 months worldwide
Description: This cookie is used to provide ad delivery or retargeting

Cookie: Google Adsense _gcl_au
Type: Targeting
Duration: Persistent
Description: This cookie is used for Google Adsense to track purchase conversions

Cookie: __asa_session
Type: Targeting
Duration: When browsing session ends
Description: This cookie is used to store a unique user ID

Your browser may give you the ability to block all or some cookies by activating a setting in your browser's options. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our website. For more information on the Google Analytics cookies we use, please see: https://developers.google.com/analytics/devguides/collection/analyticsjs/cookie-usage 

To opt out of being tracked by Google Analytics across all websites, please see: https://tools.google.com/dlpage/gaoptout 

For further information regarding cookies more generally and how to disable them, please see: www.aboutcookies.org or www.allaboutcookies.org .

Last updated February 2023

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