Privacy Policy

01Welcome

PH Live Music Ltd (“PH LIVE”, “we”, “our”, or “us”) respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store, share and protect your personal data when you purchase tickets through PH LIVE, create an account, visit our website, contact Customer Support, attend events booked through our platform, receive marketing communications, or otherwise interact with PH LIVE.

PH LIVE acts as both an independent Data Controller and, in certain circumstances, a Data Processor on behalf of Event Organisers. By using our website or purchasing tickets, you agree to the practices described in this Privacy Policy.

02Key Points

• We collect only the personal information necessary to provide our services.

• We never store your full payment card details; payment is securely processed by authorised third-party payment providers.

• Some of your information is shared with Event Organisers solely to administer your booking.

• We use cookies to improve website performance and user experience.

• You can access, correct or request deletion of your personal information at any time, subject to legal obligations.

03Scope of this Policy

This Privacy Policy applies to our Website, your PH LIVE account, our ticketing platform, Customer Support services, marketing and communications, digital services and technologies (including QR-code ticket validation and fraud prevention), events and venues where we process data on behalf of Organisers or Venue Partners, and any other products or services that reference this Policy.

It applies regardless of the device you use, and whether you create an account, purchase via guest checkout, receive tickets electronically or physically, contact support, subscribe to marketing, or take part in promotions.

This Policy does not apply to third-party websites linked from our Website, payment providers (governed by their own policies), Event Organisers or Venue Partners acting independently, or social-media platforms — each governed by their own privacy policies.

04Contact

If you have questions about this Privacy Policy or wish to exercise your rights, contact our Privacy Team:

• General enquiries — support@phlive.online

• Data Protection Officer / Privacy Officer — dpo@phlive.online

• Privacy rights requests (access, correction, deletion, restriction, objection, portability) — privacy@phlive.online

• Marketing preferences & unsubscribe — support@phlive.online

• Fraud, security & data-protection concerns — dpo@phlive.online

Postal address: PH Live Music Ltd, 203 Grove Hall Court, Hall Road, London, NW8 9NX, United Kingdom.

05Categories of Personal Data We Process

• Identity Data — name, date of birth (where required), account details, username, password, and government-issued ID where necessary for verification or legal compliance.

• Transaction Data — booking references, event details, venue information, ticket type, seating allocation, payment status, booking fees, refunds, and transaction history.

• Contact Data — email address, telephone number, billing and postal addresses, and communication preferences.

• Account Data — login credentials, settings, purchase history, saved preferences, and records of your interactions with our Services.

• Ticketing Data — issuance, delivery, validation, transfer and management of tickets, QR codes, barcodes, and event-entry records.

• Payment Data — limited information from payment providers (method, status, transaction identifiers, refunds). We do not store your complete payment card details.

• Device / Network Data — IP address, browser type, operating system, device identifiers, cookies, session information, and logs.

• Website Usage, Customer Support, Marketing, Preference, Location, and Security/Fraud Data, plus limited Audio/Visual and Special Category data (e.g. accessibility requirements) where necessary and permitted by law.

06Sources of Personal Data

We collect data you provide directly (account creation, purchases, guest checkout, support, marketing sign-up, promotions); data collected automatically (device, browser, cookies, browsing activity); and data received from Event Organisers and Venue Partners, payment service providers, service providers, marketing partners, fraud-prevention and identity-verification providers, and publicly available sources where permitted by law.

We may also generate or infer data based on your interactions — such as purchasing behaviour and preferences — to improve and personalise our Services and detect fraud.

07How We Use Your Data

We process personal data to deliver our Services (process purchases, issue and validate tickets, administer bookings and refunds, send confirmations and event updates), to operate and improve our Website and platform, for security and fraud prevention, for customer support and dispute resolution, for legal and regulatory compliance, for communications, and for internal business administration.

Our processing relies on one or more lawful bases under UK GDPR, including performance of a contract, compliance with a legal obligation, our legitimate interests, and your consent. Where marketing requires consent, we process your data only after obtaining it, and you can withdraw consent at any time.

08Disclosure / Sharing of Personal Data

We may share personal data with Event Organisers (to administer your booking and admission), Venue Partners (to facilitate admission and seating), and trusted service providers (payment processors, hosting, ticket delivery, support, fraud prevention, email, analytics, IT) acting only on our instructions.

We may also disclose data to professional advisers, in connection with a business transfer (merger/acquisition), to legal and regulatory authorities where required or permitted by law, and with your consent. We do not sell your personal information.

09International Transfers

PH LIVE may transfer or permit the processing of your personal data outside the United Kingdom where necessary to provide our Services. Where data is transferred internationally, we implement appropriate safeguards under the UK GDPR and the Data Protection Act 2018 — such as the UK International Data Transfer Agreement (IDTA), the UK Addendum to the EU Standard Contractual Clauses, adequacy regulations, or other lawful transfer mechanisms.

10Your Rights & Choices

Subject to applicable law, you may have the right to: access the personal data we hold about you; request correction of inaccurate or incomplete data; request deletion in certain circumstances; request restriction of processing; object to processing based on our legitimate interests; request transfer (portability) where technically feasible; withdraw consent where processing is based on consent; and lodge a complaint with the Information Commissioner’s Office (ICO) or another supervisory authority.

To protect your data, we may verify your identity before actioning a request. You can update details and manage marketing and cookie preferences through your account and browser settings, or by contacting us. Opting out of marketing does not affect essential service communications relating to your bookings.

11Data Security

We implement appropriate technical and organisational measures — including encryption, secure payment processing, access controls, authentication, monitoring, and backups — to safeguard personal data against loss, misuse, and unauthorised access.

No method of transmission or storage is completely secure. You are responsible for keeping your account credentials confidential and notifying us immediately if you believe your account has been compromised.

12Children's Privacy

PH LIVE does not knowingly collect personal data directly from children where prohibited by law. Ticket purchases must generally be made by a parent, legal guardian, or other authorised adult. If we become aware that a child’s data has been collected in violation of applicable law, we will take reasonable steps to delete it.

13Data Retention

We retain personal data only for as long as necessary to fulfil the purposes described in this Policy, comply with legal, tax and accounting obligations, resolve disputes, prevent fraud, and enforce our agreements. When no longer required, data is securely deleted, anonymised, or otherwise disposed of.

14Third-Party Websites

Our Website may link to third-party websites, apps, social-media platforms, payment providers, Event Organisers and Venue Partners not operated by PH LIVE. This Policy applies only to PH LIVE Services; we encourage you to review the privacy policies of any third-party services before providing your data.

15Changes to this Policy

We may update this Privacy Policy from time to time. When we make material changes, we will publish the updated Policy and revise the “Last updated” date above, providing additional notice or obtaining consent where required by law. Continued use of our Services after an update constitutes acknowledgement of the revised Policy.