PRIVACIY. YOUR DATA. YOUR TRUST.

WHAT INFORMATION WE HAVE & WHERE WE GET IT

• Creating an account & buying tickets.  When you create an account, buy a ticket, register for a presale or have a ticket transferred to you by a friend, we will collect your information which depending on the service we are providing, may include your contact and billing information.
• Buying tickets from third parties. Where you can buy tickets from third party e-commerce sites (such as Facebook or YouTube), the third party will send us information to allocate tickets to you.
• Using our websites and apps. When you use our websites or apps, we collect information such as the browser and device you’re using, your IP address, your location, the site you came from, what you did and didn’t use our site/app for, or the site you visit when you leave us. For more information on how we collect this information, see our Cookie Policy.
• Fan experience & customer support. When you contact our Customer Services teams with a query or provide us with feedback, we record that interaction for evidentiary purposes and to provide support related to your query.
• Using social media. When you use a social media feature within our website or apps, and you post to social media platforms, the social media site will provide us with some information about you.
• Accessibility. If you have accessibility requirements, we want to make sure you have the best experience when attending events.  To do this, we need to collect details of your requirements (which may involve you providing information about your mental or physical health).
• Ticket Resale. Where you use our fan-to-fan Ticket Resale, as we are transferring money to you, we need to collect information such as a valid ID as part of our Know Your Customer (KYC) requirements. Once your identity has been verified, we securely delete this information.
• Processing children’s data. In the few instances where we collect personal information from children, we always seek parental consent and will only ever collect such information for the purposes specified when we collect it.
• Geodemographic data suppliers. We use suppliers who collate geodemographic data which assists us in better personalising our services to you. If you’d prefer that we do not do this, see the ‘Your Rights & Choices’ section below.
• Fan images and CCTV. When attending an event at a venue or festival we collect your image and likeness whether this is through CCTV cameras or videographers or photographers on venue of festival sites. This is primarily collected for the safety and security of our fans; however, we sometimes use these images in our marketing or social media posts. If you wish to object to images being used for marketing visit the ‘Your Rights & Choices’ section below.
• Contact Tracing. In order to keep you and other attendees safe, we may collect information from ticket purchasers and attendees for purposes of contact tracing related to infectious disease (such as COVID-19) to the extent allowed under applicable law.  This information may include names, contact details, seat locations, along with entry and exit times.
• In situations where we partner with third parties (such as testing providers or monitors) that process your information, we do not collect or store any of this information.  For example, in regard to testing for infectious disease (such as COVID-19) that may pose a threat to you or other attendees, we only require proof of tests on entry and do not store the results of any tests.

HOW WE USE YOUR INFORMATION & WHY

This section explains how we use your information and the legal basis on which we use it.

1. For the performance of our contract with you

• When you make purchases. We use your information when you enter into a contract with us (for example to buy merchandise or a ticket) so we can:
  – process your order
  – send you customer service emails including booking confirmations and event reminders
  – take payment, and
  – provide you with customer support.
• Event Partner(s). To share with Event Partner(s) who provide services for the event such as the Promoter or Venue to enable them to run the event, allocate seating or notify you if there has been a change to the event or provide important event information.
• Verified Fan. Some of our events have Verified Fan presale. If you enter, we process your data to profile you to limit fraudulent ticket purchases. You don’t have to enter Verified Fan and if you are rejected, it won’t stop you from purchasing tickets at a later date.

2. For our legitimate business interests

• Market research. To conduct market research and analysis which helps improve and customise our products and services.
• Fan feedback. To contact you with satisfaction surveys, or to participate in user research (such as focus groups). We include an unsubscribe option for this kind of contact should you no longer wish to receive them.
• Personalisation. To create a profile about you to help us personalise our services to you. For example, if you purchase tickets to pop events and you have consented to our marketing, we will inform you about other pop events we think you might be interested in.

Further information about personalisation:

About your personalisation settings

We can give you more of what you want when we know you better. To make sure our messages and website are relevant to you, we create a user profile with the information we know about you and how you use our services.

How to turn off personalisation

Simply turn off “Allow personalisation” in your account settings. We’ll stop any personalisation and only use your data for essential services, such as screening for fraud or tout activity – and for any Verified Fan presales. If you do not have an account, you can contact us to turn this off.

What happens if you turn off personalisation?

We will no longer use your data to determine what you might be interested in. This means you won’t get any personal recommendations and any newsletters you’ve subscribed to will be generic (although if you’ve asked to receive alerts about specific artists or venues, you’ll still receive these).

We will still perform profiling activities where we need to do so to deliver our services to you, for example for fraud screening purposes and where you specifically request we do so such as for a Verified Fan Presale.

Is turning off personalisation the same as turning off cookies?

No, they’re separate. To control your cookies settings, you can use our cookies consent tool. See our Cookie Policy for more information.

3. For our overriding legitimate business interests

• To prevent or detect unlawful behaviour, to protect or enforce our legal rights or as otherwise permitted by law.  For example, making sure tickets get into the hands of real fans. As such, we may use your information to prevent ticket touting, misuse of our intellectual property (e.g. our or our Event Partner’s brands), fraud, or other crimes.
• Event security. To protect our fans and ensure the security of our and our Event Partners’ operations.

4. Where you’ve given your consent

• Marketing. To contact you with information or offers regarding upcoming events, products or services – this may be via email, via push and web notifications, via SMS, or social media platforms. You can change your marketing preferences at any time, see “Your choices and rights” section below.

• Location-based services. For example, our apps request location permission for functions like browsing events near your location and receiving push notifications about them or seeing yourself on the map at an event.

• Advertising & cookies. To deliver tailored advertising and marketing communications on our websites and apps (see our Cookie Policy for more information).

• To process your health data to meet your accessibility requirements, where specifically required and explicit consent is provided.
• Commercial Partners. We sometimes work with Commercial Partners who we share data with. These are third party data controllers that we work with to provide additional value-add services, such as our travel packages, sponsors or exclusive presale deals. In some circumstances, where sharing is not necessary for us to perform the contract you have requested, we will request your consent prior to sharing and provide information regarding what will be shared with whom.

5. To protect your vital interests

Contact Tracing. Any information collected by us or our third party partners for purposes of contact tracing will only be used to contact attendees or shared with relevant local, state or federal authorities when allowed under applicable law. This information is regularly deleted.

WHO WE SHARE YOUR DATA WITH & WHY

• Live Nation Entertainment. Within the Live Nation Entertainment Group and associated family of companies who provide services for us such as marketing, profiling, reporting and technical and product support.

• Data processors. Our third-party service providers (sometimes known as data processors) such as cloud computing providers who provide the IT infrastructure on which our products and systems are built.

• Event Partners. Event Partners are the entities we work with to put on the event, such as the promoter, the venue or the artist. We share your information with our Event Partners so that they can run the event and for other reasons described in their privacy policies. We will name the Event Partners when you purchase a ticket so you know who will receive your data, and you will be given the option to subscribe to receiving marketing from them.

• Ticket Exchange.  

• Third party products. If you have bought any goods and services fulfilled by third parties (e.g. ticket insurance or merchandise), we’ll share data with them so that they can process and fulfil your orders.

• Commercial Partners. These are third parties we work with to provide additional value-add services. As the Commercial Partners we work with varies between services, we use just-in-time information to let you know when data will be shared with them and that it will be processed in accordance with their privacy notice.

• Disclosures under law. Government agencies or other authorised bodies where permitted or required by law.

• Successors. Any successor to all or part of our business.

YOUR CHOICES & RIGHTS

Your choices

Where you have given us your consent, you can withdraw it by doing the following:

• To stop receiving our marketing you can change your preferences within your account, follow the unsubscribe instructions in any of the emails we send you or contact us and we will do it for you.
• To opt out of the use of cookies and tracking tools, please see our Cookie Policy.
• To opt out of location tracking and push notifications, you can change the settings on your device or keep your location off. To stop web push notifications, you will need to use your browser settings.

Where we have relied on a legitimate interest, you can object to it by doing the following:

• To object to personalisation you can change your preferences within your account. If this option is not available, you can contact us and we will do it for you.
• To object to being contacted as part of fan feedback, you can unsubscribe through the mechanisms in the messages to you or contact us and we will do it for you.

Your rights

You also have rights over how your personal information is used including:

• The right to request that your information be erased or restricted from further use. The right to erasure cannot be made where you have a ticket for a future event even if you have printed or received these tickets so once the event has passed then this request can be exercised.
• The right to request a copy of the information we hold about you.
• The right to correct, amend or update information you have given us (where you have an account with us you can also do this by logging in and updating your information).
• The right to contest any automated decision we make about you. An automated decision is a decision taken without any human intervention which has legal consequences (e.g. credit checking). We don’t typically carry out automated decision making but, if we do, we will make it clear where such decisions are being made.

To exercise any of the above rights please contact us using the email associated with your account and the right you wish to exercise. Please note that whilst we will carefully assess every request we receive, your rights and the time period for actioning a right may differ according to your place of residence and we may not always have to comply. When this happens, we will explain why.

LOOKING AFTER YOUR INFORMATION

We have security measures in place to protect your information. The security measures we use will depend on the type of information collected.

We only keep your information for as long as required to provide you with the services you request, for the purposes outlined in this policy and for any legal purposes for which we are obliged to keep the information. We will securely delete your information when it is no longer required for these purposes, in line with our company policies.

As a part of a global group of companies, we rely on shared services, some of which are located outside of Europe.  At the same time, when world-class acts are touring, in order to provide you a seamless experience, your information may be transferred internationally. 

When transferring information in this way, there are strict rules in place to ensure your data is still protected to a high standard. Where we do this, we will ensure that appropriate safeguards are put in place.  Where your information is transferred outside of the European Economic Area, we will use one of the mechanisms listed below.

• Standard Contractual Clauses approved by the European Commission
• Binding Corporate Rules
• Binding Corporate Processor Rules

For more information, or to get a copy of the relevant documentation please contact us.

CONTACT US

If you have any questions about the above, or our approach to privacy, our dedicated Privacy Office, including our Data Protection Officer, is here to help:  [email protected]

There’s also the Chilean Transparency Council (CPLT) although we encourage you to try and let us help you first.

Last Update: December 16th, 2021