Privacy Policy

1. About this Privacy Policy

This Privacy Policy explains how Fifty Three Two ("53two", "we", "us" or "our") collects, uses, stores and protects personal information when you use Stage Door, our ticketing platform.

Stage Door is operated by 53two for the sale and administration of tickets for performances, events and other activities at 53two and, where applicable, events presented with visiting companies, producers or partners.

Fifty Three Two is a registered charity in England and Wales.

Registered charity number: 1179418

Address: Arch 19, Watson Street, Manchester, M3 4LP

Email: info@fiftythreetwo.com

For the purposes of UK data protection law, 53two is the data controller for the personal information described in this Privacy Policy. This means we decide why and how your personal information is used.

This Privacy Policy primarily relates to the Stage Door ticketing platform. Other activities operated by 53two, such as our main website, venue CCTV, employment, volunteering or other services, may be covered by separate privacy information.

2. Information We Collect

The personal information we collect depends on how you use Stage Door.

Contact information

When you make a booking, create an account, contact us or otherwise use Stage Door, we may collect information such as:

• your name;
• email address;
• telephone number;
• postal address, where required;
• account details; and
• your communication preferences.

Booking and ticket information

When you make a booking, we may collect and store information including:

• the performance or event booked;
• performance date and time;
• ticket type;
• number of tickets;
• ticket prices;
• discounts or promotional codes;
• donations made as part of a booking;
• booking protection selections, where offered;
• booking reference;
• payment status;
• refund or cancellation information;
• ticket status; and
• attendance or check-in status.

We use this information to administer your booking and provide the service you have requested.

Payment information

Payments made through Stage Door are processed using Stripe.

We may receive and store limited information relating to the transaction, such as:

• payment status;
• amount paid;
• refund status; and
• a transaction or payment reference.

We do not need to store your complete debit or credit card number or card security code within the Stage Door customer database.

Stripe processes payment information in accordance with its own legal and privacy obligations.

Accessibility and support information

You may choose to provide information about accessibility requirements or other support you need when attending an event.

Some accessibility information may reveal information about your health or disability and may therefore be treated as special category personal data under UK data protection law.

We will only use this information where necessary to understand and accommodate your requirements and where we have an appropriate lawful basis and condition for doing so.

We ask that you only provide information that is relevant to the support or adjustment you require.

Communications with us

If you contact us about a booking or another matter, we may keep information such as:

• emails;
• messages;
• customer service notes;
• refund requests;
• complaints; and
• other correspondence.

Technical and security information

When you use Stage Door, certain technical information may also be generated automatically.

This may include:

• IP address;
• browser or device information;
• approximate date and time of access;
• authentication information;
• security logs;
• error information; and
• information needed to prevent fraud, misuse or unauthorised access.

We use this information where necessary to operate and protect Stage Door.

3. Where We Get Your Information

Most personal information is provided directly by you when you:

• purchase tickets;
• create or use an account;
• contact 53two;
• request a refund or exchange;
• provide accessibility information;
• sign up for communications; or
• otherwise interact with Stage Door.

We may also receive information from:

• Stripe when a payment is made or refunded;
• our ticketing and technology providers;
• another person who makes a booking on your behalf; or
• our staff where a booking or customer service request is entered or updated manually.

If you provide personal information about another person, for example when making a booking on their behalf, you should only provide information that you are entitled to provide.

4. How We Use Your Information

We use personal information only where we have a lawful reason to do so.

To process and manage your booking

We use your information to:

• process ticket orders;
• issue tickets and booking confirmations;
• take and confirm payments;
• manage refunds, exchanges and cancellations;
• check tickets at the venue;
• contact you about important changes to your booking;
• provide customer service; and
• fulfil our obligations relating to your purchase.

Our lawful basis for this processing is generally performance of a contract, or taking steps at your request before entering into a contract.

For example, we need your email address to send your ticket and to tell you if a performance you have booked is cancelled or changed.

To meet our legal obligations

We may process and retain information where required for purposes including:

• financial and accounting records;
• tax requirements;
• responding to legal claims;
• complying with regulatory requirements;
• responding to lawful requests from authorities; and
• complying with data protection law.

Our lawful basis for this processing is compliance with a legal obligation.

To operate and protect Stage Door and 53two

We may process information where necessary to:

• protect Stage Door from misuse or unauthorised access;
• prevent or investigate fraud;
• troubleshoot technical problems;
• maintain the security of our systems;
• understand how our ticketing service is operating;
• improve our customer service and booking processes;
• manage capacity and attendance;
• maintain appropriate organisational records; and
• protect the rights, property and safety of 53two, our customers and others.

Where appropriate, our lawful basis is our legitimate interests in operating a secure, effective and reliable ticketing service and managing 53two as an organisation.

We consider those interests against your rights and interests before relying on this basis.

Where possible, statistical and reporting information is aggregated or anonymised.

5. Emails and Marketing

There is an important distinction between service emails and marketing emails.

Service emails

If you make a booking, we may send you information necessary to administer that booking whether or not you have agreed to receive marketing.

This can include:

• booking confirmations;
• tickets;
• receipts;
• performance reminders;
• access information;
• important venue information;
• changes of time or date;
• cancellations;
• refund information; and
• other information directly related to your booking.

These are operational communications rather than marketing.

Marketing communications

We may also contact you about future 53two performances, events, activities, fundraising or other news where you have agreed to receive such communications or where we are otherwise permitted to do so by applicable law.

Where consent is the basis for marketing, you can withdraw that consent at any time.

Where applicable law allows us to contact existing customers about similar services, we will provide a clear opportunity to opt out.

Every marketing email we send will provide a way to unsubscribe or change your preferences.

You can also contact us at info@fiftythreetwo.com to change your communication preferences.

You have the right to object to the use of your personal information for direct marketing at any time.

Unsubscribing from marketing will not stop us from sending essential information about bookings you make.

6. Who We Share Information With

We do not sell your personal information.

We only share personal information where it is necessary for the operation of Stage Door, the fulfilment of your booking, compliance with the law or another legitimate purpose described in this Privacy Policy.

Base44

Stage Door is built and hosted using Base44.

Base44 provides technology used to operate the application and may process personal information on our behalf, including information contained in the Stage Door database.

Under Base44's data processing arrangements, Base44 acts as a processor of personal information that we place in the service.

Base44 may use other technology providers and subprocessors to provide infrastructure, hosting, communications, security, logging and related services.

Stripe

We use Stripe to process payments.

Payment information required to complete a card transaction is processed through Stripe. We retain the information we need to identify and administer the transaction but do not need to store your complete payment card details within the Stage Door database.

Email and communications providers

We use technology providers to deliver transactional emails such as ticket confirmations and booking information.

For example, Base44 currently uses email infrastructure providers as part of the service it provides to Stage Door.

Producers and event partners

Where necessary to administer a particular event, we may share limited booking information with a producer, visiting company, promoter or other organisation involved in delivering that event.

We will only share information that is reasonably necessary for that purpose.

Your information must not be used by another producer or partner for its own unrelated marketing merely because you purchased a ticket through Stage Door unless there is a separate lawful basis for doing so.

Professional advisers and authorities

We may also disclose information where necessary to:

• accountants;
• auditors;
• insurers;
• legal advisers;
• payment or fraud-prevention providers;
• regulators;
• courts;
• law enforcement agencies; or
• other public authorities.

We will only do this where there is an appropriate lawful basis.

7. Where Your Information Is Stored

Stage Door is operated using the Base44 platform.

Our current Base44 setup uses infrastructure which stores Stage Door application data in the United States.

This means information such as customer names, email addresses, booking information and other information held within the Stage Door application may be stored or processed outside the United Kingdom.

Base44 also uses subprocessors and technology providers, some of which are located in the United States or other countries.

Some other providers we use, including payment and communications providers, may also process information internationally.

8. International Data Transfers

When personal information is transferred outside the United Kingdom, data protection law requires appropriate safeguards to be used where applicable.

Our technology providers are required to use lawful mechanisms for international transfers.

In relation to Base44, these may include:

• transfers to countries recognised as providing an adequate level of protection;
• recognised data privacy frameworks where applicable;
• Standard Contractual Clauses with applicable UK requirements or modifications; and
• other transfer mechanisms permitted under UK data protection law.

Base44's data processing agreement contains provisions governing international transfers and the use of its subprocessors.

You can contact us at info@fiftythreetwo.com if you would like further information about the safeguards applying to your personal information.

9. How Long We Keep Your Information

We do not keep personal information indefinitely simply because we can.

We keep information for as long as reasonably necessary for the purpose for which it was collected, taking into account our legal, accounting, operational and regulatory obligations.

Different types of information may therefore be retained for different periods.

Booking and financial records

Records relating to ticket purchases, payments, refunds, donations and other financial transactions will generally be retained for up to six years where this is necessary for accounting, tax, audit, legal or charity record-keeping purposes.

Information may be retained for longer where required in connection with an active legal dispute, regulatory matter or other legal obligation.

Ticket and attendance information

Operational ticket information, such as check-in or attendance data, will only be retained in identifiable form for as long as it remains reasonably necessary for ticket administration, customer service, reporting, dispute handling or other legitimate operational purposes.

Where we no longer need to identify an individual, information may instead be anonymised and retained for statistical purposes.

Account and customer information

Where Stage Door provides customer accounts, we may retain the information needed to operate an account while it remains active and for a reasonable period afterwards.

Information that also forms part of a booking or financial record may need to be retained for longer.

Accessibility information

Accessibility or support information will not be kept for longer than necessary for the purpose for which it was supplied unless there is an appropriate reason and lawful basis to retain it.

Because this information can be particularly sensitive, we aim to minimise what we collect and retain.

Marketing information

Marketing information is kept while you remain subscribed or while we have another lawful basis to contact you.

If you unsubscribe, we may retain a minimal suppression record, such as your email address and unsubscribe status, so that we can respect your request not to receive further marketing.

Security information

Technical and security logs are retained only for as long as reasonably necessary for security, troubleshooting, fraud prevention and system administration.

At the end of the relevant retention period, personal information will be deleted, anonymised or otherwise removed from normal use unless continued retention is required by law.

10. How We Protect Your Information

We take reasonable technical and organisational measures to protect personal information against:

• unauthorised access;
• accidental loss;
• alteration;
• misuse;
• disclosure; and
• destruction.

Measures include restricting access to systems and customer information to authorised people who require it for their role, using appropriate authentication and security controls, and using established technology providers to operate payment and ticketing services.

Our service providers are also subject to their own contractual and security obligations.

No internet-based system can be guaranteed to be completely secure. We therefore regularly review how personal information is accessed and handled and take appropriate action where risks are identified.

If we become aware of a personal data breach, we will assess it and take the steps required under applicable data protection law, including notifying affected individuals or the Information Commissioner's Office where required.

11. Your Data Protection Rights

UK data protection law gives you a number of rights in relation to your personal information.

Depending on the circumstances, these may include the right to:

Access your information

You can ask us for a copy of the personal information we hold about you.

Correct inaccurate information

You can ask us to correct personal information that is inaccurate or complete information that is incomplete.

Request deletion

You can ask us to delete your personal information in certain circumstances.

This right is not absolute. For example, we may need to retain certain booking or transaction records to meet legal or accounting requirements.

Restrict processing

You can ask us to restrict how your information is used in certain circumstances.

Object to processing

You can object to certain processing that is based on our legitimate interests.

You can object to direct marketing at any time.

Data portability

In certain circumstances, you can ask us to provide information you supplied to us in a structured, commonly used and machine-readable format or ask us to transfer it to another organisation.

Withdraw consent

Where we rely on your consent, you can withdraw that consent at any time.

Withdrawal of consent does not make any processing carried out before withdrawal unlawful.

To exercise any of these rights, contact:

info@fiftythreetwo.com

We may need to ask you for information to confirm your identity before providing or changing personal information.

There is normally no charge for exercising your data protection rights, although the law permits charges or refusal in certain limited circumstances.

12. Automated Decision-Making

53two does not use Stage Door customer information to make decisions based solely on automated processing that produce legal effects, or similarly significant effects, on you.

Payment and fraud-prevention providers may use automated systems as part of their own services. Where applicable, their own privacy information explains how those systems operate.

13. Cookies and Similar Technologies

Stage Door may use cookies, local storage or similar technologies that are necessary for the operation, security and functionality of the website.

These may be used for purposes such as:

• maintaining a secure session;
• authentication;
• remembering basic settings;
• processing bookings;
• preventing fraud; and
• maintaining the security and reliability of the service.

Where we use non-essential cookies or similar technologies for analytics, advertising or marketing purposes, we will obtain consent where required by law and provide appropriate controls.

Blocking essential cookies may prevent parts of Stage Door from operating correctly.

14. Links to Other Websites

Stage Door may contain links to websites or services operated by third parties.

Once you leave Stage Door, the way your information is handled by another organisation is governed by that organisation's privacy policy.

We are not responsible for the privacy practices of unrelated third-party websites.

15. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect:

• changes to Stage Door;
• changes to our service providers;
• changes to the information we collect;
• changes in how we use information; or
• changes to legal or regulatory requirements.

The latest version will be published on Stage Door and the Last updated date at the top of this page will be changed when appropriate.

Where a change would materially affect how we use your personal information, we will take reasonable steps to bring the change to your attention.

16. Contact Us

If you have a question about this Privacy Policy, want to exercise a data protection right or have concerns about how your information has been handled, please contact:

Fifty Three Two / 53two Arch 19 Watson Street Manchester M3 4LP

Email: info@fiftythreetwo.com

Registered Charity Number: 1179418

We would appreciate the opportunity to address any concern you have about our use of your personal information.

17. Complaints to the Information Commissioner's Office

You also have the right to make a complaint to the Information Commissioner's Office (ICO), the UK's independent data protection regulator.

The ICO provides information and an online complaints service through its website.

ICO helpline: 0303 123 1113

You do not have to contact us before approaching the ICO, although the ICO may recommend that you raise your concern with us first where appropriate.