Privacy Policy

1. Introduction

viagogo GmbH ("viagogo", "we", "us", "our") is committed to protecting your personal data. This Privacy Policy explains how we collect, use, share, and protect information about you when you use our platform, website, and mobile applications. It also describes your rights regarding your personal data.

2. Data We Collect

• Account information: name, email address, username, and password when you register.
• Transaction data: payment card details, billing address, purchase history, and ticket listings.
• Identity verification data: where required by law or for fraud prevention purposes.
• Communication data: messages you send to our support team or other users.
• Device and usage data: IP address, browser type, operating system, pages viewed, and click patterns.
• Location data: approximate location derived from your IP address or, with consent, GPS location.
• Preferences: language settings, saved searches, and marketing preferences.

3. How We Use Your Data

• Processing your ticket purchases, sales, and related payments.
• Verifying your identity and preventing fraud and other illegal activity.
• Sending transactional emails such as order confirmations and delivery notifications.
• Providing customer support and responding to your enquiries.
• Personalising your experience and improving our platform.
• Sending marketing communications where you have consented or where permitted by law.
• Complying with legal obligations and enforcing our Terms and Conditions.

4. Legal Basis for Processing

• Contract performance: processing your orders, payments, and account management.
• Legitimate interests: fraud prevention, security, improving our services, and direct marketing to existing customers.
• Legal obligation: complying with applicable tax, financial services, and anti-money laundering laws.
• Consent: sending marketing emails and using non-essential cookies where you have provided explicit consent.

5. Sharing Your Data

• Payment processors to handle transactions securely (e.g. Stripe, PayPal).
• Fulfilment partners who deliver tickets on our behalf.
• Fraud detection and identity verification services.
• Analytics providers to help us understand how the Platform is used.
• Law enforcement or government bodies when required by applicable law.
• Successors in interest in the event of a merger, acquisition, or asset sale.
• We do not sell your personal data to third parties for their own marketing purposes.

6. International Transfers

Your data may be transferred to and processed in countries outside the European Economic Area ("EEA"). Where we transfer data outside the EEA, we ensure appropriate safeguards are in place, such as Standard Contractual Clauses approved by the European Commission.

7. Data Retention

We retain your personal data for as long as your account is active or as needed to provide services. Transaction records are retained for seven years to comply with tax and financial obligations. Where data is no longer needed, we will securely delete or anonymise it.

8. Your Rights

• Access: request a copy of the personal data we hold about you.
• Rectification: request correction of inaccurate or incomplete data.
• Erasure: request deletion of your data where there is no compelling reason for continued processing.
• Restriction: request that we restrict processing of your data in certain circumstances.
• Data portability: receive your data in a structured, commonly used format.
• Objection: object to processing based on legitimate interests or for direct marketing.
• Withdraw consent: where processing is based on consent, withdraw it at any time.

9. Security

We implement industry-standard technical and organisational measures to protect your personal data against unauthorised access, alteration, disclosure, or destruction. These include encryption in transit and at rest, access controls, and regular security assessments. However, no internet transmission is completely secure and we cannot guarantee absolute security.

10. Children's Privacy

Our Platform is not directed to children under the age of 18. We do not knowingly collect personal data from children. If you believe a child has provided us with personal data, please contact us and we will take steps to delete it promptly.

11. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of significant changes by email or by posting a prominent notice on our Platform. The date at the top of this page indicates when the Policy was last revised.

12. Contact Us

To exercise your rights, ask questions, or raise concerns about our privacy practices, please contact our Data Protection Officer at privacy@viagogo.com or write to: Data Protection Officer, viagogo GmbH, Hammerstrasse 3, 8008 Zurich, Switzerland.