This policy is in regard to personal information about those who create accounts and purchase tickets on the Pleasance Theatre Website, or with its Box Office over the phone or in person.
By creating an account and/or using our services, you (the data subject) are agreeing to be bound by our Policy.
This additionally covers personal information as submitted by a data subject directly through our marketing channels. It outlines how we collect information, how we use it, the conditions in which we may disclose it to others, and how we keep it secure.
We will alert you of any changes to this policy, but you can check this page to ensure you are happy with changes. You can see when we have last reviewed our Policy at the bottom of the page.
Who is Who
The Pleasance Theatre Trust is a registered charity in England and Wales (Charity No. 1050944) and in Scotland (Charity No. SC043237). We operate various performance spaces and create opportunities for emerging theatrical and comedic professionals.
The Pleasance Theatre Trust includes the following: Pleasance Theatre Festival Limited; Pleasance Futures; Young Pleasance and The Charlie Hartill Special Reserve.
In regards to our policy and privacy practices, your point of contact is:
Data Protection Officer
Any questions or concerns can be sent to this contact via email, phone, or in writing:
0207 609 1800 / 0131 556 6550
Pleasance Theatre Trust
How we collect information from you
When purchasing a ticket by any sales channel, or if you create an account on the website, you are stored as a user on our web server. We have encrypted the information within our website so nobody without your login who is not an authorised member of staff will be able to access any identifiable information.
When you book a ticket over the website, the phone or in person, your details are kept within our Box Office ticketing system, VIA. This is also where we store members of our wait list for sold out performances. For security and operational purposes, we at a minimum require a surname and a contact detail we can use to reach out (ie a contact number or email address) to attach to the booking; additionally, for any card payments where a card is not present, we will require the billing address.
For any persons who have consented to be sent marketing materials and receive our regular newsletter Pleasance Times, their details are stored in a third party mailing service MailChimp within a Pleasance account. Information may be collected when you give consent for direct contact through creating a website account, purchasing tickets through our Box Office, entering prize draws or submitting information through feedback forms.
What information is collected from you
The personal information we collect might include your name, postal/billing address, email address, contact numbers, any previous transactions made through the account, any IP addresses and details of devices used during your activity on our website, marketing and data sharing preferences and your activity in connection to our marketing campaigns where applicable.
If you make a donation or purchase a product from us by card, the card information is not held by us. For any sales in which we use for full card details (your long number, name as it appears, expiry date, security number, and issue number where appropriate), these details are passed through Anderson Zaks, before the funds are approved and moved to our accounts. For any card payments made through our Ingenico card readers, its red card systems approve your payment via your personal PIN before moving funds into our account.
All card payments are ultimately verified and logged by Global Payments.
How your information is used
For data subjects booking tickets for our performances, we handle personal data on the grounds of legitimate interests and identification to carry out the following:
- process orders that you have submitted/requests;
- process any donations you have made;
- handle any Pleasance authorised purchase alterations, either through operational changes or at your request;
- notify you of changes to our performances and services;
- notify you of any attributes to a performance and/or services that are different to our general operations;
- post out tickets for eligible bookings when requested;
- act as a form of security screening when collecting or disclosing information on any purchased tickets;
- seek your feedback on recent performances or the services we provide to improve your overall experience;
- send out performance reminders to reitterate bookings and any key operational info ahead of the performance;
- use your data for analytics to further understand and improve your user experience;
On the condition of your explicit consent, we may also use information to:
- send direct communications to promote items we feel may be of interest to you. These may include information about our venues, performances, promotions, related activities or other associated goods or services;
- provide information on any performances you have signed onto as a wait list member;
- dealing with entries for competitions;
- log your information for our operation teams to follow up on lost & found products;
We review our retention policies for personal information on a regular basis. We are legally required to hold some types of information to fulfil our statutory obligations (for example the collection of Gift Aid). Please get in touch if you have any further queries.
On the condition of your explicit consent, Pleasance Theatre Trust may pass on your information to companies and performers in relation to your previous purchases and interests for their direct marketing. We pass on this information under the condition that they will notify you and afford you the opportunity to confirm or retract your consent. Please note that these organisations' privacy policies may differ from our own, so we would advise reviewing their systems.
Who has access to your information
We will not sell or rent your information to any third parties.
We may pass on your information to our third party service providers, and other associated organisations for the purposes of completing tasks and providing services to you on our behalf as processors, or if we are required to do so by law/court decision.
When we use third party service providers, we disclose only the personal information that is necessary to deliver the service and we have a contract in place that requires them to keep your information secure and not to use it for their own direct marketing purposes.
All personal customer data handled on our website, or direct via the Box Office is stored by our affiliated ticketing service provider and processor Red61, and its programme VIA. This software and its stored data is protected by an encrypted Virtual Private Network (VPN), the RedGate, and is channelled through protected servers and subject to regular Data Protection Impact Assessments.
Any staff handling your information on this system are trained, committed to and bound by Payment Card Industry (PCI) laws. All those using the live instance of VIA with access to limited financial and contactable personal data have their own identifiable login within the system, so that all activity is traced. No members outside of Pleasance and Red61 use any machines that have access to our instance of this programme, and no financial sales can be made via this programme off the premises.
When Pleasance are acting as a third party Box Office and other organisations are operating Front of House/Admissions we will send over a report with names and ticket numbering for their use.
Our marketing team have access to customer contact information through our external reporting site attached to the VIA programme, as well as through our contact communications site MailChimp. MailChimp's Headquarters are based in the United States, where the data is processed. However, the organisation is certified in its compliance with the EU-U.S. Privacy Shield Framework and the Swiss-U.S Privacy Shield Framework.
Our Head of Finance has access to our Global Payments accounts, which display transactional payments that run through our Box Office systems. This member of staff is also trained in PCI laws, and alongside the Box Office Manager, reconfirms the compliance of the organisation through an annual PCI Data Security Standard review, helping to implement any new policies set by law.
Your activity on the website is additionally monitored by a pixel tracker attached to Google Analytics. This processes and interprets the activity carried out on your device when using our services. Beyond your IP address, this service does not store any other items of identifiable information such as names or contact details, and access will not be shared by any external organisations. Data is automatically removed after twenty six months from your most recent activity.
In order to better understand our audiences and help us improve our programming and services, we share limited personal data with and Arts Council funded organisation Audience Finder. We provide customer information such as names, customer IDs and post codes, which is used against public records and services to create anonymised data analytical reports connected to vital statistics such as gender, age, access and ethnicity. No personal data will be shared with further third parties.
You have the choice about whether or not you wish to receive any marketing information from us or relevant third party organisations. On our website, this will be presented upon registration, or alternatively you will be asked over the phone or in person by one of our operators. We will not contact you for marketing purposes via any channels unless you have given consent.
For those with an account on our website, you can also change your preferences by selecting the unsubscribe button at the bottom of any emailed marketing materials, or logging into your account.
The accuracy of your information and preferences is important to us. If you have made an account with us online, you will be able to review and correct the personal information we hold for you by logging in.
Alternatively, you may contact us using the details below:
0207 609 1800 / 0131 556 6550
Pleasance Theatre Trust
If your account was made in person, or over the phone, you may contact the Box Office directly to create a website login on your behalf.
You have the right to require Pleasance Theatre Trust to disclose any information it holds about you. You also have the right for any information to be forgotten (ie removed from our systems), provided it does not compromise our ability to carry out future operations linked to your account. You can enact your right to be forgotten by contacting our Data Protection Officer.
Links to other websites
In addition, if you are linked to our website from a third party site, we cannot be responsible for following the privacy policies and practices of the owners and operators of that third party site, including its handling of any tracking pixels associated with their materials.
Patrons aged 16 or under
The Pleasance Theatre Trust is committed to protecting the privacy of children aged 16 or under, and by law cannot knowingly process any personal information without a parent/guardian's permission.
Data Protection Law
The General Data Protection Regulation (GDPR) applies in the UK and across the EU from May 25th 2018. It requires personal data to be:
- Processed lawfully, fairly, and in a transparent manner in relation to individuals;
- Collected or specified, explicit and legitimate purposes and not further processed in a manner that is incompatible with those purposes; further processing for archiving purposes in the public interest, scientific or historical research or statistical purposes shall not be considered to be incompatible with the initial purposes;
- Adequate, relevant and limited to what is necessary in relation to the purposes for which they are processed;
- Accurate and, where necessary, kept up to date; every reasonable step must be taken to ensure that personal data is accurate, having regard to the purposes for which they are processed, and erased or rectified without delay;
- Kept in a form which permits identification of data subjects for no longer than is necessary for the purposes for which the personal data is processed. Personal data may be stored for longer periods insofar as the personal data will be processed solely for archiving purposes in the public interest, scientific or historical research purposes, or statistical purposes, subject to implementation of the appropriate technical and organisational measures required by GDPR in order to safeguard the rights and freedoms of individuals;
- Processed in a manner that ensures appropriate security of personal data, including protection against unauthorised or unlawful processing and against accidental loss, destruction or damage, using appropriate technical or organisational measures;
- The controller shall be responsible for, and be able to demonstrate, compliance with the principles.
Review of this policy
We keep this Policy under regular review. This Policy was last reviewed by our Data Protection Officer in June 2022.