privacy policy

OUR COMMITMENT

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Our goal is to maintain your trust and confidence by handling your personal information with respect and putting you in control.

It’s important that you know what personal information Levels House Ltd (known here as "we" or "Levels House") collects about you, and how we use it.

We’ve done our best to make our explanations short and easy to understand. But, if you’d like further information, or have any questions, please contact our Data Protection Officer using the details in the ‘Contact’ section below.

If we ever make any major changes to our privacy practices, we’ll let you know. If necessary, we’ll also ask for your permission.

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PRIVACY NOTICE

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Our Privacy Notice has been designed with you in mind. How the notice applies to you will depend on the way in which you interact with us. For example, if you:

• purchase a ticket to one of our events, we will use the information you provide us to fulfil our obligations to you in delivering that service, and, where you’ve told us to, keep you up to date about other events that may be of interest to you; and
• when you browse our sites, we use cookies to tailor your experience and hopefully provide you with a seamless experience.

Your choices and rights under each scenario are explained in more detail below.

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SUMMARY

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What information we have and where we collect it from.

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We collect and store different types of information about you when you create an account, buy tickets, contact us, and use our websites, apps and social media. Learn more below.

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Our Cookie Policy

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When you use our sites (including mobile sites or mobile apps), we and third party organisations may collect information by using 'cookies' and other technologies (for simplicity we refer to all such technologies as 'cookies'). Learn more below.

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How we use your information.

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We collect and use your information for lots of reasons such as helping you get into the shows you love, sharing news, for marketing and as otherwise required by law. Learn more below.

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Who we share information with.

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We may share your information with the Event Partner(s) - such as the artist, promoter, record label, team or venue) - as well as other third parties associated with the service provided. Learn more below.

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Your choices and rights.

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Among other rights, you can choose whether to receive marketing from us. You also have the right to access the information we have about you. Learn more below.

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How we look after your information.

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We’re always taking steps to make sure your information is protected and to delete it securely when we no longer need it. Learn more below.

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Questions and feedback.

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If you have any questions or feedback about this notice, or how we handle your information, get in touch with us. Learn more below.

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What Information We Have & Where We Collect It From

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• When you create an account, purchase a product from us (such as a ticket, or merchandise), or sign up to our mailing services, we will collect your contact and/or billing information.
• When you purchase tickets to one of our events, or an event for which we are a co-promoter, we may receive your information from ticket agents used to sell tickets for our promoted and co-promoted events, or the venues we hire to put on the event. This may include your name, contact details and ticket purchase information, such as number of tickets bought and seat number(s).
• When you attend one of our events, we may collect your information via (i) video surveillance cameras (we use signs where such cameras are used), (ii) from our free Wifi (if you register to use it) and, if available, via cashless payment wristbands which can be used to access events and to make purchases onsite at the event.
• 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 Cookies Policy below.
• 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.
• 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).
• We may 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.

Cookie Policy

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When you use our sites (including mobile sites or mobile apps), we and third party organisations may collect information by using 'cookies' and other technologies (for simplicity we refer to all such technologies as 'cookies').

When visiting our sites, creating an account or when you buy tickets, you agree to us and third party organisations using cookies in line with your cookie settings. You decide your cookie preferences upon visiting the website.

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What are cookies?

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A cookie is a small text file—containing small amounts of information— that passes to your computer through your web browser so that the website can remember who you are.

The length of time a cookie will stay on your computer depends on whether it is a persistent or session cookie. Session cookies are temporary cookies that stay on your computer until you leave the website. Persistent cookies stay on your computer after you have finished browsing until they expire or are deleted.

A pixel tag or sometimes called a web beacon is an invisible image with a line of code which is placed within an email message or on a web page. Cookies can either be categorised into First or Third Party cookies. “First Party Cookies” are cookies that Studio Spaces places on your device whereas “Third Party Cookies” are cookies that another party controls but are placed on your device when you visit our site. For example, we use Google Analytics cookies to gather information about the user experience on our website.

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What are cookies used for?

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Cookies can be put into one of the following categories: strictly necessary; analytics, functionality and advertising cookies. The table provides more information about each category.

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Essential Cookies

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These cookies are essential to make our website work. They enable you to move around the site and use its features. Necessary services, like the ability to access secure areas cannot be provided without these cookies.

For example, keeping you logged in during your visit. Without these cookies the site might forget you and you'd have to constantly log back in. When you buy tickets, cookies make sure they're still in your shopping basket when you get to the checkout.

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Analytics Cookies

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These cookies collect information about how people use our site, such as which pages are most frequently visited, and how people are moving from one link to another. Information collected on our open site are grouped together with information from other people's use of our site on an aggregated basis. If you have logged into the client portal we may associate information from the cookies with your account. Overall, these cookies provide us with analytical information about how our site is performing and how we can improve it.

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Functionality Cookies

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These cookies allow us to remember choices you make and tailor our site to provide enhanced features and content to you. For example, these cookies can be used to remember your user name (but not your password), they can also be used to remember changes you've made to text size, font and other parts of pages that you can customize.

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Advertising and Marketing Cookies

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These cookies are used to deliver marketing and advertising message that are tailored to you based on what you have browsed, purchased or shown interest in. We use these cookies in conjunction with third party organisations who provide tools that enable us to group you with other users to target these messages and adverts. For example, when you browse our websites or apps, add tickets to your basket or make a purchase you may subsequently see adverts or messages for these or similar events. This could include an advert on Facebook, search results in Google or an email from us reminding you still have tickets in your basket. All third parties we work with conform to online behavioural advertising (OBA) industry standards to ensure you are not personally identified and you have the options to opt out in the future.

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How to manage cookies from this site

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Most browsers will enable you to manage your cookies preferences e.g. have the browser notify you when you receive a new cookie or use it to disable cookies altogether. If you do decide to disable or delete these altogether some sites won't work as well as they rely on cookies to provide you with the service, you have requested. If you do decide to disable or delete them altogether some sites won't work as well as they rely on cookies to provide you with the service you have requested (see Strictly Necessary Cookies, above).

If you do not wish to allow us and third party organisations to use cookies within our emails, such as pixel tags, the best way to do this is not to enable images when you view our emails. In other words, only view the plain-text of the email. Some web browsers and email clients have settings or extensions available to disable / block such cookies such as Gmail.

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Changing browser settings

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You can change your browser settings to limit which cookies can be set. These settings are usually found in the ‘options’ or ‘preferences’ menu for your browser.

Further information can be found in the ‘Help’ menu of your browser.

We may update this policy from time to time, please check back regularly for amendments.

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How We Use Your Information & Why

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

• For the performance of our contract with you
• 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
• take payment, and
• provide you with customer support.
• For our legitimate business interests
• To conduct market research and analysis which helps improve and customise our products and services.
• For our marketing purposes, unless your consent is required for such marketing (see section 3 below).
• To send you customer service emails including booking confirmations and event reminders.
• 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.
• To create a profile about you to help us personalise our services to you. For example, if you purchase tickets to an events and you have consented to our marketing, we will inform you about other pop events we think you might be interested in.
• To ensure the security of our and our Event Partners’ operations.
• Where you’ve given your consent:
• To contact you with information or offers regarding our 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.
• We might provide you with location based services – like through apps which allow you to see yourself on a map so we can use your location to send you push notifications about what’s going on around you.
• We might conduct crowd management analytics – some of our apps may use crowd management software so we can see how many people are at a particular stage, or when the busiest times at the bars are. This helps us more efficiently allocate our resources. We turn this on shortly before the festival or event, and turn it off shortly after so we’re not tracking devices when we don’t need to.
• To deliver tailored advertising and marketing communications on our websites and apps (see our Cookies Policy for more information).
• To process your health data to meet your accessibility requirements, where specifically required and explicit consent is provided

Who We Share Your Data With & Why

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• Internally within Levels House, to undergo services such as marketing, profiling, reporting and technical support.
• 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.
• Our co-promoters or event partners that organise or provide the specific services at an event (in accordance with their privacy policy).
• Third parties who provide goods and services purchased by you (e.g. merchandise) so that they can process and fulfil your orders.
• Government agencies or other authorised bodies where permitted or required by law.
• Any successor to all or part of our business.

Your Choices & Rights

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Your choices

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

• To stop receiving our marketing you can 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 Cookies Policy.
• To opt out of location tracking and push notifications by apps, 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.

Your rights

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

• The right to object to our processing of your data.
• The right to request that your information be erased or restricted from further use.
• 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 via the information provided. Please note that whilst we will carefully assess every request we receive, your rights 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

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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.

We do not currently rely on shared services located outside of Europe, however, if we do, 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, that are publicly available:

• Standard Contractual Clauses approved by the European Commission
• EU-US Privacy Shield
• Binding Corporate Rules
• Binding Corporate Processor Rules

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

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CONTACT US

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If you have any questions about the above, or our approach to privacy, our dedicated Data Protection Officer, is here to help: support@levelshouse.com

There’s also The Information Commissioner’s Office – ICO although we encourage you to try and let us help you first.

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