We often need to gather information about you in order to be able to deliver the service or product your require. For example, an address to email or post tickets to, or a child’s age to ensure they are assigned to the correct workshop.
Below is our full policy.
Ventnor Exchange consists of two organisations, Ventnor Exchange CIC (Community Interest Company Number: 11338597) which operates the box office and creative work of the organisation and a trading subsidiary, Ventnor Exchange Trading Company Ltd (Company Number:8812791) which operates our commercial activity such as the bar and record store. Profits from the subsidiary are donated each year to the CIC. Our registered address for both organisations is:
Ventnor Exchange, 11 Church Street, Ventnor, Isle of Wight, PO38 1SW
Phone: (01983) 716767
How do we collect personal information?
We collect your information when you interact with us. This could include booking tickets online, by phone, or in person, ordering an item from our online shop. It could also be when you sign up to receive updates from us by email and other digital channels. We also monitor how audiences use the website to help us understand how it could be improved.
We collect personal information when you:
- Create an account at ventnorexchange.co.uk or vfringe.co.uk, which allows you to:
- Buy tickets
- Join as a member
- Make a donation
- Apply to take part in one of our events, for examples as a participant at the Ventnor Fringe Festival.
- Hire one of our spaces or book one of our services.
- Buy products from our online shop
- Contact us by phone to book tickets, or buy, reserve or hire items.
- Book tickets, or buy, reserve or hire items in person.
- Contact us by post, e.g. application to the Ventnor Fringe.
- Visit our website.
- Attend an event by invitation, such as a preview performance or an event for teachers.
- From time to time, we may also get data about you from third parties. For more information see the next section.
What information do we collect from you?
We only collect the information that’s necessary to carry on our business, provide the particular product or service you’ve requested and to keep you informed. There are occasions when you can choose not to give us certain information, but this may mean that we cannot provide you with certain products or services and that our communications are less relevant and personalised. For example, you may not hear about an event that we think would appeal to you.
The type of information we collect depends on where and when it is gathered. Read on to find out more.
Information we obtain directly from you:
When you create an account with us, register on our website, purchase tickets or other items from us, ask us for information or make an application (such as for a course) either online, by post or phone, we need to collect information from you in order to provide the service or information you are requesting or to process your application. We collect the following information in the registration and booking process:
Payment card details.
There is also the option to include a phone contact number if you’d like.
If you are applying for a Young Creative’s Course we collect:
Age/ Date of Birth
School Attended (Is Applicable)
We will also ask for contact details for up to two parents or guardians in case of emergency and any medical history or access needs you think we should know about in order to best cater for the young persons needs.
If you are applying for a place on a course or workshop, including bursary places, we collect:
Prefix and name
Contact phone number
Date of birth
If you have specific needs, such as a disability, we collect:
Details of how we can best support your future visits. For example, a preference for seats on an aisle, or with assistance to help you around the building.
When you visit our website we may collect the following information:
Automatically populated IP address: a public IP address is a unique number which allows a computer, group of computers or other internet connected device to browse the internet. The log file records the time and date of your visit, the pages that were requested, the referring website (if provided) and your internet browser version.
If you contact us with feedback online, by email, by phone or in person, we keep a record of the correspondence on our database to help us improve customer service.
When you visit our premises:
We reserve the right to use CCTV recording equipment in and around our premises or events for monitoring and security purposes. CCTV cameras will only every operate in public access points and in the ‘front of house’ public areas. They will never operate in private areas such as toilets or dressing rooms.
Information we receive from third parties:
In certain circumstances, your information will be shared with us by third parties. For example:
Arts organisations: we collect personal information from other arts organisations that the Ventnor Exchange works with;
Service providers: we collect personal information from our website developer, IT support provider, payment services provider and occasionally from agents who sell tickets on our behalf. For donors, we sometimes use service providers to verify source of funds as required by law; and
Publicly available sources: we combine information you have given to us with information available from external sources. This will only be done when you give permission to the relevant third party organisations to share with us the data they hold on you, or if the data is already publicly available, or if we are required by law or requested by the police or a regulatory or government authority investigating potentially illegal activities. From time to time we may update inaccurate data if the information is available.
Employers and referees: if you are a job applicant we may contact your recruiters, current and former employers and/or referees, who may be based inside or outside the EU, to provide information about you and your application.
We might also receive information about you from third parties if you have indicated to such third party that you would like to hear from us.
Why do we collect this information, and what do we do with it?
The main reasons we collect information are to provide a service you have requested, to keep you up to date with news and events, to personalise your communications, or to contact you if we need to obtain or provide additional information (e.g. cast changes, travel disruption). The information we collect about our audiences also helps us understand how we can best meet their needs.
We will use your information for the purposes listed below either on the basis of:
performance of your contract with us and the provision of our services to you;
your consent (where we request it);
where we need to comply with a legal or regulatory obligation; or
our legitimate interests (see below for further information).
Specifically, we use the information we collect from you in the following ways:
To manage your booking or purchase with us. We will use your personal information to:
fulfil ticket, merchandise, donation and membership requests (on the basis of performing our contract with you);
process payments (on the basis of performing our contract with you). Please note that the Ventnor Exchange does not store any Credit Card or other payment information once the transaction has been completed unless you have asked us to store your card details for future bookings. provide good customer service at the theatre or by phone (on the basis of performing our contract with you or on the basis of our legitimate interests to provide you with customer service); and
contact you with important information relating to your booking or purchase, such as confirming your order, reminding you of an upcoming performance you’ve booked for or letting you know about cast changes, travel disruption or changes to event times that may affect your visit (on the basis of performing our contract with you or on the basis of our legitimate interests to provide you with service information).
To send you marketing communications. We will use your personal information to:
keep you up-to-date with news, offers, talks and events, products and information, and let you know about opportunities to support our work
send information by post about how you can support the Ventnor Exchange (on the basis of our legitimate business interests to seek support); and
send marketing information to companies and organisations about ways to support us (on the basis of our legitimate business interests to promote the Ventnor Exchange).
To provide you with special assistance, if required (on the basis of our legitimate interests to provide you with assistance or where you have provided your consent when you have provided sensitive information about your health).
To personalise your experience (on the basis of our legitimate interests to present you with the right kinds of products and services). We will use your personal information to:
keep track of your interests and preferences so that we can contact you with information that is relevant to you;
show you advertising on such Social Media platforms as Facebook and Instagram or via other third party advertising that may appear on other websites you use.
help make the experience of using our website better and to personalise the service you receive from us – this means we will remember your previous visits and track the pages on our website that you visit;
To conduct research (on the basis of our legitimate interests to improve our products, services and customer service). We will use your personal information:
for classifying our audiences into groups or segments, using information from bookings and digital interactions, and publicly available information. We do this to better understand our audience and tailor messaging accordingly;
to measure and understand how our audiences respond to a variety of marketing activity so we can ensure our activity is well targeted, relevant and effective;
to undertake audience research via an online or telephone survey or in person. Participation in these is entirely voluntary, so you can choose whether or not to disclose any information requested. We will make it clear whether your response to surveys is anonymous or not and, should you provide any further information, the Ventnor Exchange will inform you how it will be used;
to analyse and continually improve the services we offer including our artistic programme, our website and our other products;
to help us run the test version of our website that we use internally to pilot new features and ensure the smooth running of our web services; and
to help diagnose and manage the website, to audit the geographical make-up of users, and to establish how they have arrived at the website.
To ensure security and protect our business interests.
In certain circumstances, we use your information to ensure the security of our services, buildings, and people, including to protect against, investigate and deter fraud, unauthorised or illegal activities, systems testing, maintenance and development (on the basis of our legitimate interests to operate a safe and lawful business or where we have a legal obligation to do so).
To comply with our legal obligations.
In certain circumstances, we will need to use your information to comply with our legal obligations, for example to comply with any court orders or subpoenas, carry out due diligence in accordance with statutory regulations.
To identify individuals for memberships and philanthropic support (on the basis of our legitimate interests to seek support, promote fundraising or legacy campaigns by post to a select number of our supporters, issue invitations to some of our fundraising events). We explain this further below.
We are a not for profit organisation and voluntary contributions from our audience and other funders for our work ensure we are able to continue. Based on the frequency of visits and purchasing patterns, we may promote our memberships to you or ask you for additional support for our work.
For a small number of people, we may use basic research tools to estimate potential interest in other membership levels or in supporting us further. This helps us understand the background of the people who may choose to support us and helps us to make appropriate requests for gifts to those who may be able and willing to give. This research may include information we hold (for example, payment methods and postcodes) and publicly-available information.
In some cases, we will rely on legitimate interest for processing data of potential supporters. This means we may carry out initial research on potential higher level donors prior to requesting consent. This information will also help us to meet our obligations to protect the charity from financial fraud and risk.
In addition to general use of the internet for research we make use of company, director and shareholder information from publicly available, officially registered information providers.
Where we refer to using your information on the basis of our ‘legitimate interests’, we mean our legitimate business interests in conducting and managing our business and our relationship with you, including the legitimate interest we have in:
personalising, enhancing, modifying or otherwise improving the services and/or communications that we provide to you;
detecting and preventing fraud and operating a safe and lawful business;
improving security and optimisation of our network, sites and services; and
providing you with customer service.
Where we use your information for our legitimate interests, we make sure that we take into account any potential impact that such use may have on you. Our legitimate interests don’t automatically override yours and we won’t use your information if we believe your interests should override ours unless we have other grounds to do so (such as your consent or a legal obligation). If you have any concerns about our processing please refer to the ‘How can you manage your personal information?’ section below.
Where is your information?
We’re committed to protecting your personal information. We adopt robust and appropriate technologies and policies to protect it from unauthorised access and improper use. In addition, whenever we transfer your personal data out of the EEA, we ensure a similar degree of protection is afforded to it as it would have in the EEA.
As part of the services offered to you, the personal information you provide may be transferred to countries outside the European Economic Area (EEA). By way of example, this may happen if any of the computer servers used to host the website are located in a country outside of the EEA. If the Ventnor Exchange transfers your personal information outside of the EEA in this way, we will take steps to ensure that your privacy rights continue to be protected as outlined in this privacy .
Whenever we transfer your personal data out of the EEA, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following transfer solutions are implemented:
(a) Where we use certain service providers, we may use specific contracts approved by the European Commission which give personal data the same protection it has in Europe. For further details, see European Commission: Model contracts for the transfer of personal data to third countries; and
(b) Where we use providers based in the US, we may transfer data to them if they are part of the Privacy Shield which requires them to provide similar protection to personal data shared between the Europe and the US. For further details, see European Commission: EU-US Privacy Shield.
How long do we keep your data?
The retention period will vary according to the purpose, for example if purchasing a ticket only, we will typically keep your data for up to five years from the date of your last transaction whereas, if you have pledged a legacy to the Ventnor Exchange we will hold your details until notified by your executors. For further information about how long we will keep your information, please contact the Data Protection Manager using the contact details outlined in this policy.
Is personal information shared with any third parties?
The Ventnor Exchange will never share, sell, rent or trade your personal information to any third parties for marketing purposes without your prior consent. We will ask for your consent to share personal information with arts organisations who have collaborated with us on shows you have seen.
Some of our service providers may have access to your data in order to perform services on our behalf (payment processing is a good example of this) or to advise us (such as legal advisors). We make sure anyone who provides a service for the Ventnor Exchange enters into an agreement with us and meets our standards for data security. They will not use your data for anything other than the clearly defined purpose relating to the service or advice that they are providing.
We may also disclose personal information to appropriate third parties to assist in anti-fraud checks and investigations.
How can you manage your personal information?
You can contact us to amend the personal information that we hold for you, or request that we stop contacting you at any time.
You have certain rights in respect of the information that we hold about you, including:
the right to ask us not to process your personal data for marketing purposes;
the right to request that we correct or rectify any information that we hold about you which is out of date or incorrect;
in addition to your right to lodge a complaint about us to the UK Information Commissioner’s Office (https://ico.org.uk/), you can lodge a complaint with the relevant authority in your country of work or residence;
the right to object to our using your information on the basis of our legitimate interests (refer to “Why do we collect this information, and what do we do with it?” above to see when we are relying on our legitimate interests) (or those of a third party)) and there is something about your particular situation which makes you want to object to processing on this ground;
the right to receive a copy of any information we hold about you in connection with the performance of our contract with you or on the basis of your consent (or request that we transfer this to another service provider) in a structured, commonly-used, machine readable format, in certain circumstances; and
the right to ask us to limit or cease processing or erase information we hold about you in certain circumstances.
How to exercise your rights
Every email we send to you will include details on how to change your communications preferences or unsubscribe from future communications.
What we need from you to process your requests
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances. We will try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
Please note that we may need to retain certain information for our own record-keeping and research purposes. We may also need to send you service-related communications relating to your website user account even when you have requested not to receive marketing communications.
Are you under 18?
If you are under 18, please ensure that you obtain your parent/guardian’s consent beforehand whenever you provide personal information to the website. If you don’t have that consent, you must not provide personal information to us.