Privacy Policy - United Kingdom

Last Revised: 28 June 2023

1. Introduction

This Privacy Policy is designed to help you understand what information we collect, how we use it, and what choices you have. It refers to the personal data of Site Users and Customers who make a purchase using this Site. Users and Customers guarantee that personal data provided to either or both Parties is correct, exact, and updated, being responsible at all times to communicate any modification thereof to the relevant Party who may in turn manage, adequately, the contractual relationship between the parties. In the same vein, the User and/or Customer expressly recognize that in case s/he has not provided the correct, updated information to the Parties, the latter shall not provide its Services to the former.

By engaging with Our Site and Applications, you acknowledge you have read and understood this Privacy Policy.

Who We Are

Bookings made with this site are supplied by Encore Tickets Limited and other suppliers chosen by this site. Encore Tickets Limited acts as a bonded fulfilment agent for this site.

When we talk about “Encore Tickets,” “Encore,” “Site,” “Company,” “we,” “our,” or “us” in this policy, we are referring to Encore Tickets Limited, and our parent company, subsidiaries, joint ventures, and other companies under common control with us (“Affiliates”), who provide the ticketing services for this Site.

Both Encore Tickets Limited and our E-Commerce Partner are “Controllers” of the personal data you provide to us. This Site is branded as the E-Commerce Partner’s, but is maintained by Encore and when you purchase a ticket, Encore will provide the services. If you subscribe to email marketing on this Site it will be delivered to our E-Commerce Partner who will provide these services, unless you have also explicitly chosen for Encore to send you email marketing separately.

We are a data Controller for the purposes of the General Data Protection Regulation (GDPR), and other data protection laws applicable in the United Kingdom and Member states of the European Union. Our address is:

Encore Tickets Limited 5 New Street Square, London, UK, EC4A 3TW

Email: dpo@encore.co.uk

The E-Commerce Partner are also a data Controller for the purposes of the General Data Protection Regulation (GDPR), and other data protection laws applicable in the United Kingdom and Member states of the European Union.

Why we need personal data

Generally, we collect personal information about you when you make a ticket purchase from us, during email or phone calls, if you create an account with us, make box office purchases operated or administered by us, and when you use our websites or social media channels.

In general, Encore uses this information to provide tickets to you, to maintain and improve our services, and to provide information on our products and services. We need your basic personal data in order to provide you with these services in line with this overall privacy policy. We will not collect any personal data from you that we do not need in order to provide the services described in this Privacy Policy.

How we collect data

Directly. Most of the personal data we hold about you is collected directly, for example when you make a purchase from the website, when you subscribe to receive marketing, or when you contact our customer services team. We might also collect your personal data if you create an account with us, enter a competition or free prize draw, register for a promotion, post a comment on our website, ask us a question, email us or otherwise interact with our staff and call centres.

Indirectly. We may also collect some personal data indirectly through your use of our websites and email. We use cookies and other technologies such as pixel tags on our websites and in our emails to collect information about your usage and to better target our advertising to you. For more information on how we provide our marketing services please see the Marketing section below. To learn more about how cookies work, please see our Cookies Policy.

From Third Parties. We may also collect personal data from other third parties who have obtained your consent to pass your details to us, or from publicly available sources. For example, if you purchased tickets through one of our partners, or if you choose to use an integrated social media feature on our website, this third party will give us certain information about you, which could include your name and email address. Further information about the third parties from whom we obtain information is available below in the Data Sharing section.

Your Rights. You have significant rights regarding your personal data. For more information please see the Rights section below.

2. Data Security

We take the security of your personal information very seriously. All web transactions made with Encore Tickets use 128-bit Secure Socket Layer (SSL) encryption which encrypts all your personal information, including your credit card number, name, and address, so that it cannot be read if intercepted by a malicious third party.

Card transactions made on this Site are processed by our payment partners at Adyen and/or Braintree (PayPal), and Encore does not process such card payments directly, nor will we have access to your full card details. Payment information is stored only in a tokenised form on our systems. We are PCI DSS compliant and do not process card details by email - please do not send us your card details for payment in this way.

3. Children

Protecting the safety of children when they use the internet is important to us.

Our Site and our Applications are intended for use only by persons who are at least 16 years of age. By using Our Site and our Applications, you confirm to us that you meet this requirement. If you are aged 16 or under, please get your parent/guardian’s permission beforehand whenever you provide personal information to our Site and/or Applications. Users without this consent are not allowed to provide us with personal information.

If you are under the age of 13, your parent or guardian must consent on your behalf where we ask for consent in relation to the use of your information.

If you are a parent or legal guardian and believe your child has given us personal information, please contact us at dpo@encore.co.uk.

4. What data do we process

Encore collects and processes various categories of personal data, each of which is detailed below. This list is not exhaustive and, in specific instances, we may need to collect additional data for the purposes set out in this Policy.

Encore process personal data relating to the following categories of data subject:

Customers
Employees
B2B Contacts and Supplier Contacts
Creatives

We may also process some personal data relating to other data subjects, such as if you submit your CV to us as part of a job application, or if you visit our offices. For more information on what data we process if you are an employee, business contact, creative or another contact, please see the section on Data Subjects below.

As a customer, Encore Tickets may process the following categories of information about you:

Your name and contact details, including your postal address and country of residence for billing and delivery, your preferred language, telephone numbers (including mobile numbers), and e-mail address;
The name and postal address belonging to the recipient of any ticket or gift voucher redeemed if it differs from yourself as the customer;
Your approximate location, separate to your full address held in your booking record, if you have subscribed to receive marketing from us. We will use your approximate location (such as the city you live in, or the outward code of your postcode) so that we can tailor offers and products that are relevant to where you live;
Your billing and payment information, such as your credit card information and payment or bank details, in connection with the fulfilment of your ticket order;
Your contractual details, such as your purchase and order record, including booking details for shows purchased, ticket quantities and cost;
Information you submit online, such as information you have posted on our website or on third-party software and social media to which we have access (including reviews you post or surveys you complete). When you post information online, you must not infringe the rights of others (including privacy rights) and you should be aware that others may use, tag and/or re-publish your information in ways that you might not expect (including in ways that are unlawful). You understand that we and others (including our partners) may use and re-publish any data you post online publicly, on our website or when using apps or social media tools;
Your online web usage and browsing information, are obtained through website cookies, such as which browser and device you're using, and your IP address (a number that identifies a specific network device on the internet and is required for your device to communicate online). We might look at what site you came from, what you did and didn't use our site for, or what site you visit when you leave us. Typically we cannot tie this information to any individual and use it only to improve the web services we offer. For more information on this please have a look at our Cookie Policy.
Your correspondence and communications with Encore Tickets, including any customer service queries you may have made, or any service emails we may have sent you;
Your communication and marketing preferences;
Your interests, date of birth, preferences, feedback and survey responses, such as which events you like or products you usually buy or enquire about (for example, as part of a survey, or which emails you are more likely to be interested in and birthday promotions we may be running). We may also hold information on interests and demographic categories inferred from your interactions with us in order to provide you with 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. If you click on certain emails but not others, we will keep a record so that we can tailor our marketing to your interests. For more information on what data we process to provide marketing services, please see the Marketing section below; and
Other publicly available personal data, including any which you have shared via a public platform (such as a Twitter feed or public Facebook page), or if you have interacted with us via a box office, by phone or other social media.

5. How we use your Data

Encore (and trusted partners acting on our behalf) use our customers’ personal data for the following purposes:

To provide you with products and services. For example, if you have requested postal delivery we will use the address provided to send your tickets. We may include your name on any tickets, forms, vouchers, or e-tickets you purchase from us. If you give us another person’s information, we will use that data to provide the services you request from us. Before you give us another person’s information, you must make sure that you have their permission to share that information with us. We will share a minimum amount of personal data with our venue partner to allow you access to the venue, and to allow verification that purchasers are genuine, to avoid ticket touting, and for fraud checking purposes. We may also process your information to allow for a compensation payment or refund if required. This information will normally only be held for six years.
To send you service communications in connection with your transaction and the events you attend, and provide customer services in relation to your purchase. For example, we may use your information to confirm your registration for an event, or the purchase of a ticket, such as with a confirmation email. If one of our partners is involved in providing the services, they may process your personal information to send the confirmation email, or to provide customer services such as cancellation or amendments. We may contact you about your account or a ticket purchase if there is a particular problem, such as a show cancellation, or if a venue changes name or location. We may keep a record of this contact, along with your personal data, for up to one year to ensure we have a record of who has been contacted and when. We might also ask if you would like to review an event you attended, or otherwise manage our customer service interactions with you, such as alerting you to any changes in this Policy or any of our other policies or terms and conditions. If you purchased a voucher that is about to expire, we may try to contact you so you can use this voucher before it expires. If you have a query, complaint or dispute, we will use your personal data to resolve any issue that might arise.
To allow you to exercise your rights under the Data Protection Legislation. If you submit a rights request, we will use your personal data to deal with this request, including the verification of your identity.
To verify your identity, to prevent or detect unlawful behaviour, or to protect or enforce legal rights. For example, we may process your information to prevent identity theft, ticket touting or fraud (including credit card fraud, to ensure your security has not been compromised), and other crimes. We will ask for information to verify your identity, to ensure that we do not breach your privacy by disclosing your personal data to another party.
For security purposes. We may use your information to protect your security, as well as the security of our company, employees, our customers, third parties and/or our/their property (including any events you may attend and our websites, networks and systems), as permitted by law. We will protect the integrity of your personal data, and the integrity of our business by backing up your data, and by securely destroying that data when we no longer need it.
To identify trends and interests, and be able to provide tailored services such as web content and online advertising. We use your information to get to know what our customer’s preferences might be, so we can improve our offering to you and so that your experience with us is more relevant and personal. We may work with other companies using cookie data to show you advertisements we think you may find relevant and useful. This may include advertisements displayed on our own websites, or advertisements from us displayed on other websites or in the content of our emails. The advertisements you see may be based on information collected by us, or by third parties and may be based on your activities on our websites or on third-party sites. This is often called 'online or third party behavioural advertising – please see our Cookies Policy for more information about the choices you have when using cookies. If you sign up to receive email marketing, we will process data such as which emails you open, to allow us to build an idea of what topics may be of interest, so that we can send you more relevant information regarding our products and services.
To monitor, maintain, improve and develop our products, services, and websites. We analyse your information to improve our understanding of you and our customer base in general. We do this so that we can make better decisions about our services, advertising, products and content, based on a more informed picture of how our customers use our current services and provide you with a more customised experience. We conduct staff training that may involve access to systems containing personal data. We may also occasionally allow third-party software developers and engineers to access systems that contain your personal data, in order to fix any software problems and develop solutions. We will only allow such access under strict security conditions and data protection obligations. Such activity allows us to improve our existing products and services, develop new products and services, and enable better service delivery.
Promoting, marketing and advertising our products and services, if you have requested it. Where you've agreed, you may be contacted by us by email with information regarding our offers, upcoming events, products or services.
For administrational and record-keeping purposes, including internal reports and sales analysis, accounting, transactional and VAT records, and auditing requirements. If one of our partners is involved in the ticketing provision process, such as taking payment or providing inventory, we may provide a report to this partner which involves a minimal amount of personal information if it is necessary under the GDPR for our legitimate interests, such as for cross-referencing and accounting purposes. Encore will only hold such information for as long as our legal obligations require, typically a maximum of six years.
Complying with our legal and regulatory obligations, or as otherwise required or permitted by law. In limited circumstances, we may also use your information for other purposes where required or permitted by law, such as where we have a legal right or duty to use or disclose your information (for example in relation to an investigation by a public authority or in a legal dispute). In some cases, in order to protect Encore Tickets, our employees and customers, we may use personal data when taking appropriate legal action against third parties who have committed criminal acts or are in breach of legal obligations to Encore Tickets, and to effectively handle any legal claims or regulatory enforcement actions taken against Encore Tickets.

6. Data Sharing

In order to make certain services available to you, Encore may also need to share your personal data with some of its service partners. Encore Tickets only allow our service providers to handle your personal data when we have confirmed that they apply appropriate data protection and security controls. Encore will never sell or rent our customer data to other organisations for marketing purposes.

Encore is a major authorised ticket agent with many Partners where personal data sharing is necessary as part of their ticketing operations. It is therefore not possible to provide a list of all specific recipients of personal data, however, Encore share your personal data with the following categories of recipient;

Within the Encore group. Our Services may be provided by our parent company, subsidiaries, joint ventures, or other companies (“Affiliates”) under common control with us. We may share some or all of your Personal Data with one or more of our Affiliates, in which case our Affiliates will honour this Privacy Policy.

With our Commercial Partners: Encore also provides ticketing services in collaboration with and on behalf of other commercial partners. If you purchase tickets to an event through one of our commercial partners or take part in a promotion or rewards programme provided by another party, which involves Encore, we will receive and/or share your personal information with that company in order to fulfil your ticket purchase. Our partners may include ticket agents, gift experience companies, tour operators, travel agents, box offices, venues, concierges, e-commerce partners, GTOs, and educational organisations. If you book a ticket with us through one of our ticketing partners directly, they should also inform you of how they handle your data, including the sharing of data with Encore.

Where both parties are involved in supplying the tickets, such as where our partner processes a payment but Encore provides ticket fulfilment, some personal data such as your name and booking information may be shared by Encore for legitimate cross-referencing and reporting purposes. Such information shall always be kept to the minimum necessary for this purpose. This is the case where Encore’s ticket offering is available on our e-commerce partner’s own websites. In some cases, Encore may also provide branded customer services in the partner’s name. For more information, you should consult the relevant partner’s privacy policy, or contact us at customerservices@encore.co.uk for more information.

If you purchased a voucher from a gift experience company that you then redeem with us, we are required to submit information on that redemption to the gift provider, including some personal information, usually via their online portal.

We may share a minimal amount of personal information about your ticket booking (such as your name and surname, and those of any other attendees, along with quantity and booking reference) with our event partners, so that they can deliver the event for which tickets have been purchased, enabling them to fulfil the order, to cross-check with their records and verify the ticket holder’s identity, and on some occasions allow you entry if you have mislaid your ticket. This might include any restaurants, hotels, venues, theatres, or attractions you have booked with us. Our venue and event partners are separate Controllers with regard to the Personal Data and may process such Personal Data for purposes other than those described here. In most cases, the venue will be clear from your ticket and booking information but if in any case, this is not clear please do not hesitate to contact us. For more information on how our venue partners handle your information, you should consult their privacy policy.

With our Venues and Event Partners. Encore is a ticketing company and as such will also usually be required to pass your name and booking reference on to the venue, in order to facilitate your access to that venue and to allow our venue partners to verify that purchasers are genuine, to avoid ticket touting, and for fraud checking purposes. This might include any restaurants, hotels, venues, theatres, or attractions you have booked with us. Such purposes are in our, and the venue’s legitimate interests.

We may need to share your email address and/or telephone number with the venue in order to facilitate e-ticket dispatch, and/or as part of Covid-19 requirements. Please see the relevant venue's privacy policy for more about how they will use any information that we share with them as a separate controller.

With Third Parties. Encore also uses web analytics services from some Third Parties to track how visitors reach our site and the path they take through it so that we can tailor the content of our site to fit the needs of our site’s visitors. Such information is provided anonymously and used statistically with the purpose of improving our site.

With our Service Providers and Suppliers. In order to make certain services available to you, Encore may need to share your personal data with some of our service partners. Encore Tickets only allows its service providers to handle your personal data when we have confirmed that they apply appropriate data protection and security controls, or have put a written agreement in place protecting your information, including necessary safeguards for the international transfer of personal data.

Your Personal Data may be processed by Encore’s IT Service Providers in line with the purposes outlined above. Encore’s data storage is provided by our hosting partners in the UK, who securely store all personal data held in Encore’s systems. Encore also employ a security testing Partner who may occasionally have access to your data, in order to ensure its integrity and security. In addition to our server provision Encore also store personal data in backup form to ensure continuity and data integrity. Some of Encore’s software systems are cloud-based and as such constitute a sharing of personal data. This may in some cases also constitute an international transfer of data, as some multinational software providers maintain global networks of secure data centres. Encore’s software providers may also have access to systems for maintenance and hosting purposes, and software development partners may from time to time require access to live systems for development and testing purposes. Such access is strictly for these purposes only and regulated by contract. Encore’s Payment Partners operate global systems that may require international transfers of personal data.

If Encore is required to send you tickets, marketing or other content by mail, your name and address may be shared with the postal service or courier.

With any successor to all or part of our business. Where permitted by law, we may pass your information to a successor organisation, provided the processing is for the purposes set out in this Policy.

7. Transfers of personal information to other countries The transfer of your information under the purposes of this Policy and Encore’s Cookies Policy may involve the transfer of your information to other countries, including those outside Europe. Such countries may not provide the same level of protection for your personal information, however, we ensure that appropriate technical and contractual safeguards are put in place to protect your personal data, in accordance with applicable laws including the GDPR.

If you purchase tickets outside the EU, such as from a Broadway show in New York, we may pass your information to the relevant theatre, based in the United States, to allow them to fulfil your ticket purchase, allow you access to the venue, and for cross-referencing purposes. Such transfers are performed on the basis of a contract concluded in the interest of the ticket purchaser. These ticket purchases also involve our ticketing partner in the United States, who require some personal data in order to fulfil your ticket purchase and are self-certified to the Privacy Shield.

Where our E-Commerce Partner is based outside the European Union, European Economic Area or EU “Adequacy List”, and you subscribe to receive marketing from that E-Commerce Partner, we ensure that standard contractual clauses are implemented between Encore and that E-Commerce Partner.

Some multinational software and payment providers, including banking and cloud infrastructure, maintain an international network of secure data centres and as such your personal data may be transferred globally. Such transfers are covered by standard contractual clauses and binding corporate rules.

Where our software developers require access to our systems, and may be required to provide access to developers in Belarus, Argentina, and Colombia, such access is protected by a strict data-protecting contract, standard contractual clauses and binding corporate rules.

8. Our Legal Basis for the Processing of Our Customers’ Personal Data

In general, Encore Tickets collect and use customers’ personal data when it is necessary for:

The purposes of complying with our duties and exercising our rights under a contract for the sale of goods to a customer;
In compliance with our legal obligations; or
The pursuit of our legitimate interests (as set out below);

Your Consent. We only rely on consent as a legal basis for processing in relation to sending direct marketing communications to customers. Customers have the right to withdraw this consent at any time, and we will stop processing immediately. This is the case if you have made a positive and standalone decision to receive our marketing services. We may however also rely on our legitimate interests with regard to the sending of some direct marketing communications to customers, including customers who subscribed as part of the soft opt-in mechanism under PECR, for example, if you signed up to receive our marketing during our online checkout process, where an opportunity to opt-out is instead provided. We also rely on our legitimate interests in our marketing communications with our business-to-business contacts, and in the sending of some physical mailings. However, in all cases, Encore offers an unequivocal opt-out to direct marketing communications at all times, regardless of whether that processing is based on consent or legitimate interests.

Contractual Necessity. If the processing of personal data is necessary for the performance of a contract to which you as a data subject are a party, as is the case, for example, when you purchase a ticket with us and our processing is targeted and proportionate means of supplying those goods or services, we rely on contractual obligations as our lawful basis for processing your personal data. This includes when we take your name and contact details to fulfil and send your tickets, and when we have to contact you if there’s a problem with your order. This also applies to any processing operations which are necessary for carrying out pre-contractual measures, for example, if you were to inquire about our products or services. Failing to provide such data may result in us not being able to provide the services you have requested.

Vital Interests. In rare cases, the processing of personal data may be necessary to protect the vital interests of the data subject or of another natural person. This would be the case, for example, if a visitor were injured in our company and his name, age, or other vital information would need to be passed on to a doctor, hospital or other third parties in order to save their life.

Legal Obligations. In some cases, Encore’s processing of personal data is based on our legal obligations. Such processing applies when we retain contractual records under the Limitations Act 1980, or where we maintain transaction records as part of our VAT requirements. We may also be required to share your data with governmental bodies, regulators, law enforcement agencies, courts or tribunals, insurers, and other partners where we are required to do so;

To comply with our legal obligations;
To exercise legal rights, for example in court cases;
For the prevention, detection, investigation of crime or prosecution of offenders; and
For the protection of our employees and customers.

Legitimate Interests. We rely on legitimate interests as a legal basis for processing only if that processing is in your interests, our legitimate interests, or the interests of a third party. Such processing must be necessary for the stated purpose, and we must have carefully evaluated whether such interests are overridden by your interests, privacy, and fundamental rights and freedoms. We process personal information for certain legitimate business purposes, which include some or all of the following processes, along with information on our balancing reasoning;

Publishing any web content, such as show reviews, to inform others about your views on the show or service. It is entirely optional whether or not you choose to publish review online;
Fraud reports and analysis, to protect both ourselves and our customers against fraud and other criminal activity;
Service provision, including customer service provision, service emails and responding to queries from Encore’s commercial partners, in cases where the ticket purchase is made with one of our partners and we cannot rely on contractual necessity with the purchaser directly. Such processing is in any case for the purchaser’s benefit as it is necessary for our ticket provision;
Sending reports to our commercial partners, so that we can deliver services accurately and effectively, and ensure the customers’ needs are met at all times.
Delivering data to our partners. If you sign up for marketing from our E-Commerce Partner, we will pass this information on to our E-Commerce Partner under their legitimate interests;
Sales analysis, to help us understand how to be a better business. Our sales reports are derived from transactional data but are conducted anonymously.
Web analysis, including ensuring the proper functioning of the website, delivering content, informing site improvements, and occasionally compiling reports. When using such information, we will not draw any conclusions about individual data subjects, we will analyse such data anonymously, and will use the information statistically with the aim of optimising our web services and increasing the data protection and data security of our enterprise;
Marketing provision to our soft opt-in customers, B2B clients, and physical mailings. Such processing involves an unsubscribe option at all times and is governed by the same privacy control and opt-out processes as our consent marketing;
Gathering and analysing information on your preferences allows us to personalise our marketing. Such processing benefits Encore as well as the subscriber, as it allows for much more relevant content to be shared;
Security testing, to make sure your personal data is protected against data breaches; and
Backing up data, to make sure your personal data is available at all times and in order for us to ensure the integrity and consistency of our service provision.

Whenever we process data for these purposes we will always ensure your Personal Data rights are held in high regard. We make sure to have conducted legitimate interests assessments for all our personal data processing made under our legitimate interests and ensure you have a right to object to this processing if you so wish. If you would like to exercise this right, please consult the Rights section below. Please bear in mind that if you object in this way, you may affect our ability to carry out these tasks, which may impact on your benefit.

9. Periods for which the personal data will be stored

Encore will not retain your data for longer than necessary for the purposes set out in this Policy. Different retention periods apply for different types of data, however, the longest Encore will normally hold any personal data is six years. Encore will process and store your personal data only for the period necessary to achieve the purpose of processing, or as far as this is required by the European legislator or other legislators in laws or regulations to which Encore are subject. For more information on how long any specific data is stored, you can contact us at dpo@encore.co.uk.

The criteria used to determine the storage (or "retention") period, is usually the statutory retention period – the legal requirement to retain data records. For example, we will keep personal data relating to the initiation and fulfilment of a contract, for the duration of that contract, followed by the legally required retention period – usually six years under the Limitations Act 1980.

Likewise, Encore will hold on to any contractual details on goods and services provided (such as your booking information) in their bookings database only for the period necessary to fulfil the contract, and for a maximum of six years in order to fulfil our legal requirements to keep VAT records for this period and to maintain a record of the contract under our legal obligations. After the expiration of this six-year period, Encore will delete or anonymise any personal data according to Encore’s Retention Policy. Encore’s primary record of your personal details, including your name, contact information and customer service history, are held within this bookings database and will therefore only be kept for a maximum of six years.

Copies of booking confirmation emails will be retained by Encore for a maximum of 6 months after the date of the performance in order to handle customer complaints or disputes.

For information on how long cookie data is stored, please see our Cookies Policy.

10. Cookies

This site uses cookies. Cookies are small text files that are found on almost all Internet websites and are stored in a user’s computer system, specifically their internet browser. These cookies contain a so-called cookie ID – a unique identifier that consists of a character string through which Internet pages and servers can be assigned to your specific Internet browser in which the cookie was stored. This allows visited sites and servers to differentiate the individual browser of the data subject from other Internet browsers that contain other cookies. A specific Internet browser can be recognized and identified using this unique cookie ID.

This information is stored in your browser’s "log" files and may include the browser type and version used, the operating system used, the website from which an accessing system reaches our website (so-called "referrer"), any sub-websites, the date and time of access to the Internet site, an Internet protocol address (IP address), the Internet service provider of the accessing system, and any other similar data and information that may be used to trace users in the event of attacks on our information technology systems.

Through the use of cookies, Encore can provide the users of our website with more user-friendly services that would not be possible without the cookie setting, for example by allowing the shopping cart to store items so that they can be purchased at the checkout page. Cookies also show us how people tend to use the site. We use such information to ensure the proper functioning of the website, deliver content, inform site improvements, and occasionally compile reports. We also use web analytics services from other companies to track how visitors reach our site and the path they take through it so that we can tailor the content of our site to fit the needs of our site’s visitors.

When using these general data and information, we do not draw any conclusions about the individual data subject, and such information is analysed anonymously and the information used statistically with the aim of optimising our web services. Any anonymous data contained in these log files is in any case stored separately from the personal data provided by our customers.

You may, at any time, prevent the setting of cookies through our website by various means, such as changing the settings in your Internet browser, which can permanently deny the setting of some or all cookies. Cookies can also be deleted at any time in most popular Internet browsers or by using other software programs. However, if the data subject deactivates the setting of cookies in the Internet browser used, not all functions of our website may be usable.

More detailed information on cookies is available in our Cookies Policy.

11. Marketing

With your consent, we will collect your personal data including your name, email address and date of birth for the provision of advertising, including the sharing of promotional offers, and update you about products and services which may be of interest and relevance. Encore Tickets informs its customers and business partners regularly about our products and services, by means of sending marketing about our offers. The personal data collected as part of a registration for marketing will only be used in the sending of such marketing and can be terminated at any time by using the unsubscribe link included in each communication, or by contacting us using our contact details below.

Your privacy is of the highest importance to Encore, and we promise never to release your personal details to any other outside company for mailing or marketing purposes, other than those detailed in this Privacy Policy, without your consent.

Your privacy is of the highest importance and we promise never to release your personal details to any other outside company for mailing or marketing purposes, other than those detailed in this Privacy Policy, without your consent.

You have the right to opt-out of receiving promotional communications at any time, by:

1. Making use of the simple "unsubscribe" link in emails; and/or

2. Contact us via email at customerservices@encore.co.uk.

Personalisation

If you have asked us to send you promotions and other special offers on products, we may use your purchase history to tailor content to match your interests, in order to deliver you more relevant content. We also use your approximate location so we can send information on shows that are nearby, and your "opens" and "clicks" history from the emails we send you, so we can tailor our email content to your interests.

In doing so, we will always ensure that meaningful control over such processing is in the hands of our staff, rather than based on automated processing and that such profiling does not create legal or other significant effects on individuals.

You have a right to access this information we hold about you, and a right to contest or object to such processing, by contacting dpo@encore.co.uk. You can also opt-out of receiving marketing at any time. For more information on how to exercise your data rights please see the Rights section below.

Your privacy is of the highest importance to us, and we promise never to release your personal details to any outside company for their marketing purposes without your consent.

You also have the right to opt-out of receiving promotional communications altogether at any time, by:

1. Making use of the simple "unsubscribe" link in emails; and/or

2. Contacting us via the contact channels set out in this Policy.

We will keep your sign-up record, including the relevant purchase and preference history, for one year after you unsubscribe, in case you decide to opt back in within this period. After this period has elapsed, we will permanently erase these records, although we will keep your email address on our "suppression list" to make sure we don’t contact you in future.

12. Control Over Your Data

We take your privacy rights seriously, and where possible we will offer you choice and control over how we use your data. When you interact with us we may occasionally ask for your explicit consent in order to collect, process or use your personal information for specified purposes. Such consent is only usually sought when we seek your permission to send marketing communications. If you have given your consent to the processing of personal data, you have the right to withdraw that consent at any time. If you wish to do so, please contact our Data Protection Officer at Encore Tickets by writing to us at the address below, or by emailing dpo@encore.co.uk. For full details about how to exercise your data rights, please consult the Your Rights as a Data Subject section below.

You can control the use of cookies and tracking tools. To learn how to manage how we use cookies and other tracking tools, please consult our Cookie Policy.

Don’t worry, even if you opt-out of receiving marketing messages, we will still make sure to send you any necessary transactional and service messages, such as important information about any changes to your order.

13. Your Rights as a Data Subject If your personal information is held by Encore tickets, you have the following rights to your personal data under the GDPR. If you wish to exercise your rights at any time, or if you have any questions about how Encore Tickets uses your personal data that are not answered here, please contact dpo@encore.co.uk, or write to us at our postal address;

Alan Burns Encore Tickets Limited 5 New Street Square London EC4A 3TW

Your rights request will be free, unless the request is manifestly unfounded or excessive, in which case Encore shall reserve the right, in accordance with Article 12 of the GDPR, to charge a fee or refuse the request. In the rare case of such a refusal, you will have the right to complain to the ICO as the Supervisory Authority, and to a judicial remedy without undue delay and at the latest within one month.

We will endeavour to respond promptly and in any event within one month of the latest of the following:

Our receipt of your written request; or
Our receipt of any further information we may ask you to provide to enable us to comply with your request.

If the request is particularly numerous or complex, we may extend the period by a further two months, but shall in any case inform you of such an extension within the initial one month, giving our reasons for doing so.

You have the right to lodge a complaint with the Information Commissioner’s Office. Further information, including contact details, is available at https://ico.org.uk.

Right of Confirmation

Each data subject has the right to confirmation as to whether or not personal data concerning him or her is being processed. This Privacy Policy constitutes part of this right. If however this Privacy Policy cannot be fully accessed, or if any further information is requested, you may, at any time, contact our Data Protection Officer using the contact details available above, to request further information.

Right of Access

Each data subject has the right to information about his or her personal data stored, and a copy of this information, alongside the information already outlined in this Privacy Policy. Data subjects also have a right to obtain information as to whether personal data are transferred to a third country or to an international organisation. Where this is the case, the data subject shall have the right to be informed of the appropriate safeguards relating to the transfer.

If you wish to exercise your right to access, please contact our Data Protection Officer using the contact details available above, to request such information.

Right to Rectification

Each data subject has the right to rectify inaccurate personal data concerning him or her, without undue delay. Data subjects also have the right, taking into account the purposes of the processing, to have incomplete personal data completed, including by means of providing a supplementary statement.

If you wish to exercise this right to rectification, you may at any time contact our Data Protection Officer using the contact details available above.

Right to Erasure Each data subject has the right to request the erasure of personal data concerning him or her without undue delay. The Controller shall have the obligation to erase personal data without undue delay where one of the following grounds applies;

The personal data is no longer necessary in relation to the purposes for which it was collected or otherwise processed;
The data subject withdraws their consent, if the lawful basis of the processing is based on that consent, according to point (a) of Article 6(1) of the GDPR, or point (a) of Article 9(2) of the GDPR, and where there is no other legal ground for the processing;
The data subject objects to the processing pursuant to Article 21(1) of the GDPR and there are no overriding legitimate grounds for the processing or the data subject objects to the processing pursuant to Article 21(2) of the GDPR;
The personal data has been unlawfully processed;
The personal data must be erased for compliance with a legal obligation in Union or Member State law to which the controller is subject;
The personal data have been collected in relation to the offer of information society services referred to in Article 8(1) of the GDPR.

If one of the above reasons applies, and you wish to request the erasure of personal data stored by Encore Tickets, you may at any time contact our Data Protection Officer using the contact details above, and we will ensure that the erasure request is complied with.

Where we have made such personal data public and are obliged pursuant to Article 17(1) to erase the personal data, Encore shall take reasonable steps, taking account of available technology and the cost of implementation, to inform other controllers processing the personal data that the data subject has requested erasure by such controllers of any links to, or copy or replication of, those personal data, as far as processing is not required. The Data Protection Officer of Encore Tickets will arrange the necessary measures in individual cases.

Right to the Restriction of Processing Each data subject has the right to obtain a restriction to processing where one of the following applies:

The accuracy of the personal data is contested by the data subject, for a period enabling the Controller to verify the accuracy of the personal data;
The processing is unlawful and the data subject opposes the erasure of the personal data and requests instead the restriction of their use instead;
The Controller no longer needs the personal data for the purposes of the processing, but such data is nonetheless required by the data subject for the establishment, exercise or defence of legal claims;
The data subject has objected to processing pursuant to Article 21(1) of the GDPR pending the verification of whether the legitimate grounds of the controller override those of the data subject.

If one of the above conditions applies, you may request the restriction of processing by Encore Tickets by contacting our Data Protection Officer using the contact details available above.

Right to Data Portability Each data subject has the right to receive their personal data in a structured, commonly used and machine-readable format, including the right to transmit that data directly to another Controller if it is technically feasible and when doing so does not adversely affect the rights and freedoms of others.

Such a right applies if the processing is based on a subject’s consent, or contractual obligations, and such processing is carried out by automated means, as long as the processing is not necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller.

If you wish to exercise your rights to data portability, please contact the Data Protection Officer using the contact details available above.

Right to Object to Processing Each data subject has, on grounds relating to his or her particular situation, the right to object to the processing of personal data concerning him or her which is based on the Controller’s legitimate interests. This also applies to profiling based on these provisions.

Encore Tickets shall no longer process the personal data in the event of the objection unless we can demonstrate compelling legitimate grounds for the processing which override the interests, rights and freedoms of the data subject, or for the establishment, exercise or defence of legal claims.

Where Encore Tickets processes personal data for direct marketing purposes, the data subject has the right to object at any time to the processing of personal data concerning him or her for such marketing, and we will no longer process the personal data for these purposes. This applies to profiling to the extent that it is related to such direct marketing.

If you wish to raise an objection, please contact the Data Protection Officer using the contact details available above.

Rights on Automated Individual Decision-making, including Profiling Each data subject has the right not to be subject to a decision based solely on automated processing, including profiling, which produces legal effects concerning him or her or has a similarly significant effect. As a responsible company, Encore does not use automatic decision-making or profiling that has legal or similarly significant effects on individuals. Our profiling for marketing purposes requires significant human oversight, and we will always ensure that meaningful control over such processing is in the hands of our staff, rather than based on automated processing. However, if you wish to contest this, you may exercise your rights concerning automated individual decision-making by at any time directly contacting our Data Protection Officer, using the contact information above.

Creative Partners: Categories of Personal Data In order for us to provide relevant content in the provision of tickets, we process the following categories of personal data relating to our creative partners:

The names of actors, musicians and other creatives
Visual images identifying actors and creatives

Creative Partners: Purposes of Processing

For the creation and distribution of creative content, such as may be uploaded to partners via email, FTP servers, cloud services and the like, for distribution.
For advertising and marketing of the shows that we sell tickets for. Your name may be included on tickets, gig lists, gift vouchers, web listings and social media channels where we create and publish content relating to shows, for the purposes of promoting such content. We may also distribute content to ticketing partners and venues, or other suppliers. We may use gig information to create gig lists, which may be emailed, shared on social media (including Twitter and Facebook) or sent as postal marketing. We may also share your name or image on marketing literature for visitors.
For administration purposes, when your name, if included in a show title, may be used in our systems to link to a customer's purchase history. Such information may also be used in invoices, reports, and other documentation where there is a need to refer to the show title.

Privacy Notice for Employees, Applicants, and Candidates within the United Kingdom We are a "data controller." This means that the Company is responsible for deciding how we hold and use personal data about you. You are being provided with a copy of this privacy notice because you are applying for work with us (whether as an employee, worker or contractor). It makes you aware of how and why your personal data will be used, namely for the purposes of the recruitment exercise, and how long it will usually be retained for. It provides you with certain information that must be provided under the General Data Protection Regulation ((EU) 2016/679) (GDPR).

The kind of information we hold about you.

In connection with your employment and/or application to for with us, we will collect, store, and use the following categories of personal data about you:

the information you have provided to us in your CV and covering letter;
the information you have provided on our application form, including name, title, address, telephone number, personal email address, date of birth, gender, employment history, qualifications;
any information you provide to us during an interview; and
any information you provide to us in relation to your employment with us including, but not limited to your name, address, date of birth, gender, education, work experience, National Insurance number, and emergency contact details.

We may also collect, store and use the following "special categories" of more sensitive personal data:

information about your race or ethnicity and sexual orientation.

How is your personal data collected? We collect personal data about candidates from the following sources:

you, the candidate;
your named referees, from whom we obtain a standard reference; and
the following data from third parties is from a publicly accessible source: results of social media searches such as LinkedIn.

How we will use information about you. We will use the personal data we collect about you to:

assess your skills, qualifications, and suitability for the role;
carry out reference checks;
communicate with you about the recruitment process;
keep records related to our hiring processes; and
comply with legal or regulatory requirements.

It is in our legitimate interests to decide whether to appoint you to the role since it would be beneficial to our business to appoint candidates to open roles.

We also need to process your personal data to decide whether to enter into a contract of employment or engagement with you.

Having received your CV and cover letter and your application form, we will then process that information to decide whether you meet the basic requirements to be shortlisted for the role. If you do, we will decide whether your application is strong enough to invite you for an interview. If we decide to call you for an interview, we will use the information you provide to us at the interview to decide whether to offer you the role. If we decide to offer you the role, we will then take up references before confirming your appointment.

If you fail to provide personal data. If you fail to provide information when requested, which is necessary for us to consider your application (such as evidence of qualifications or work history), we will not be able to process your application successfully.

How we use particularly sensitive personal data. We will use your particularly sensitive personal data in the following ways:

We will use information about your health and disability status to consider whether we need to provide appropriate adjustments during the recruitment process.
We will use information about your race or national or ethnic origin, or sexual orientation, to ensure meaningful equal opportunity monitoring and reporting. Data that the Company uses for these purposes will be collected on an anonymised basis. Candidates are entirely free to decide whether or not to provide such information and your application will not be affected either way.

Automated decision-making. You will not be subject to decisions that will have a significant impact on you based solely on automated decision-making.

Recipients of your personal data. We may disclose your personal data to members of our HR team, and the relevant team managers in respect of the role you are applying for in order to make hiring decisions.

It may be necessary from time to time for us to disclose your personal data to third parties or agents, including without limitation to the following:

third parties or agents of clients to assist in the administration, processing and management of certain activities pertaining to prospective employees including travel and expense management service providers;
individuals or companies employed by the Company to carry out specific services, functions or consultancy work and other financial institutions;
relatives or legal representatives of prospective employees;
regulatory bodies to whom we are obliged or required to disclose information including Workplace Relations Commission, Courts and Court-appointed persons;
relevant Government departments and agencies; and
other support service providers necessary to support the organisation in the services listed.

Why might you share my personal data with third parties?

We will only share your personal data with the following third parties for the purposes of processing your application: Greenhouse Software, Inc., and Lever.

15. Contact Us

If you have any further questions or complaints about this Policy, any other privacy concerns, or you would like to exercise your data rights, please contact us by any of the following means:

Email us at dpo@encore.co.uk
Send a post to: Encore Tickets Limited, 5 New Street Square, London, EC4A 3TW

Please do not include your credit card number or other financial or sensitive information in any email you send.

16. Changes to this Privacy Policy

We may change this policy from time to time, and if we do we will post any changes on this page. Any update will have a different date from the current policy. If you continue to use the Services after those changes are in effect, you agree to the revised policy. Please check our site periodically for updates.

We are a member of the Society of Ticket Agents and Retailers (STAR) and operate within the code of practice STAR sets down for its members.