Our Commitment to You

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 we collect about you, and how we use it. The list of entities who process your information, depending on where you create an account, can be found above the ‘Contact’ section.

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 us 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.

Privacy Notice

Summary

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.

What Information We Have and Where We Collect It From.

We collect and store different types of information about you when you create an account, buy tickets from our ticketing agents, attend our events, contact us, and use our websites, apps and social media.

How We Use Your Information

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.

Who We Share Information With

We share your information with Event Partner(s) – such as the ticketing agents, artist, co-promoter(s), or venue – as well as other third parties associated with the service provided.

Your Choices and Rights

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.

How We Look After Your Information

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

Questions and Feedback

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

What Information We Have & Where We Get It

When you create an account, purchase a product from us (such as a ticket, or merchandise), we will collect your contact and billing information.
When you buy tickets to our events. When you purchase tickets to one of our events, or an event for which we are a co-promoter, or have a ticket transferred to you by a friend we will receive your information from ticket agents or e-commerce platforms used to sell tickets for our promoted and co-promoted events, or the venues we hire to put on the event. This includes 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 using our website and apps. When you use our websites or apps, we may use tracking tools like browser cookies and web beacons and technology like GPS and WiFi to passively collect data about you, 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.
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 or verify details of your requirements.
When you enter into competitions we run, we’ll use your information to administer your entry and contact you if you’ve been successful. If the prize is administered by a third party, we’ll let you know who they are.
We 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.

How We Use Your Information & Why

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

1 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
send you customer service emails, including order confirmations and event related emails;
register you for event presales.
To share with Event Partner(s) who provide services for the event such as co-promoters, ticketing agents or venues to enable them to run the event on our behalf, allocate seating or notify you if there has been a change to the event or provide important event information.
We may use your information to confirm your registration for an event or contest. You may give us your friend’s information, for example via our referral service to tell a friend about our website or to purchase a gift card. We will only use your friend’s information to provide services you requested. Your friend may contact us to ask us to delete their information.

2 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 pop events and you have consented to our marketing, we will inform you about other pop events we think you might be interested in about your personalisation settings.We can give you more of what you want when we know you better. To make sure our messages and website are relevant to you, we create a user profile with the information we know about you and how you use our services.
How to turn off personalisation.Simply turn off “Allow personalisation” in your account settings. We’ll stop any personalisation and only use your data for essential services, such as screening for fraud.
What happens if you turn off personalisation? We will no longer use your data to determine what you might be interested in. This means you won’t get any personal recommendations and any newsletters you’ve subscribed to will be generic (although if you’ve asked to receive alerts about specific artists or venues, you’ll still receive these).
We will still perform profiling activities where we need to do so to deliver our services to you, for example for fraud screening purposes and where you specifically request we do so such as by favouriting an artist.
Is turning off personalisation the same as turning off cookies?No, they’re separate. To control your cookies settings, you can use our cookies consent tool. See our Cookies Policy for more information.
To ensure the security of our and our Event Partners’ operations.
Where you attend our events, we sometimes take photos and sometimes post these on social media or use them in marketing campaigns. Our signage at the event will let you know, and you can always request we remove you.

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.
To provide you with location-based services – like through our festival apps which allow you to see yourself on the map so we can use your location to send you push notifications about what’s going on around you.
To conduct crowd management analytics – some of our apps 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.
Where local laws permit, to deliver tailored advertising and marketing communications on our websites and apps, depending on your market. (See our Cookies Policy for more information).
We sometimes work with Commercial Partners who we share data with. These are third party data controllers that we work with to provide additional value-add services, such as our travel packages, sponsors or exclusive presale deals. In some circumstances, where sharing is not necessary for us to perform the contract, you have requested, we will request your consent prior to sharing and provide information regarding what will be shared with whom.

Who We Share Your Data with & Why

Within the Live Nation Entertainment group and associated family of companies, referenced below, who provide services for us such as marketing, profiling, reporting and technical and product support.
Any information collected by us or our third-party partners in compliance with applicable health and safety requirements, will only be used to contact attendees or shared with relevant local, government officials. This information is regularly deleted.
This may include Ticketmaster and Live Nation-owned or operated venues, for example.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

Your Choices

Where you have given us your consent (applicable to our markets that rely on consent), you can withdraw it by doing the following:
To stop receiving our marketing you can change your preferences within your account if you have created one or 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. This can also be done my updating your preferences in the cookie management tool on any of our websites and apps.
To opt out of location tracking and push notifications, 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.

Where we have relied on a legitimate interest (applicable to our markets that rely on legitimate interest), you can object to it by doing the following:

To object to receiving our marketing you can change your preferences within your account, follow the unsubscribe instructions in any of the emails we send you, or contact us and we will do it for you.
To object to personalisation, you can change your preferences within your account if you have created one. If this option is not available, you can contact us and we will do it for you.
To object to being contacted as part of fan feedback, you can unsubscribe through the mechanisms in the messages to you or contact us and we will do it for you.

Your Rights

As a global company, our fans are located all over the world, depending on your market there are specific laws and regulations around privacy rights such as the GDPR in Europe, LGPD in Brazil and CCPA in United States etc. The below rights may be appliable in your market.

The right to request that your information be deleted, otherwise known as erasure, or restricted from further use.
The right to delete or erase your account cannot be made where you have a ticket or transaction for a future event.
A deletion of your account will result in loss of access to any digital assets (i.e. NFTs) that you may own.
The right to request a copy of the information we hold about you, also known as a right of access.
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.

Looking After Your Information

We have security measures in place to protect your information. The security measures we use will depend on the type of information collected. If you think that an unauthorized account has been created using your name, contact us. We are not responsible for third party websites and apps. If you click on a third-party link, you will be taken to websites we do not control. This policy does not apply to the privacy practices of those websites. Read the privacy policy of other websites carefully. Our site may also serve third-party content that contains their own cookies or tracking technologies.

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. For example, we retain certain purchase information for accounting and tax purposes even after you have deleted your account. Our retention rules are dependent on whether the information is necessary to provide the product or service, what consents have been provided around the use of personal information and what statutory, contractual, or other legal obligations do we have to retain personal information.

We will securely delete your information when it is no longer required for these purposes, in line with our company policies.

As a part of a global group of companies headquartered in the United States, we may need to transfer your information outside of your country of residency. This occurs where:

We rely on shared services provided by the Live Nation group of companies, some of which may be located outside of the country where you are resident. For example, our global platform is designed and maintained primarily from the United States and the United Kingdom.
When world-class acts are touring, in order to provide you a seamless experience, your information may be transferred internationally if that is not based in your country of residence.
We use global service providers, such as the ones described above.

When transferring information, 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 your local market, we use contractual measures and internal mechanisms requiring the recipient to comply with privacy standards of the exporter, we will use one of the mechanisms listed below.

Contractual Clauses, such as the Standard Contractual Clauses approved by the European Commission and other Regulatory Bodies where applicable.
Binding Corporate Rules
Binding Corporate Processor Rules

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

If you have any questions about the above, or our approach to privacy, our dedicated Privacy Office, including our Data Protection Officer, is here to help: privacy@cream.co.uk

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

Updated 23 January 2025

Privacy Policy