Privacy Policy

 

Our commitment

You are at the center of everything we do.  Our aim is to maintain your trust by treating your personal data with respect and putting you in control. 

It is important that you know what personal data is collected from you and how we use it. The data controller is Goodlive Festival GmbH, Henriettenstraße 16-18, 09112 Chemnitz, Germany (referred to as "we", "us"). 

We have endeavored to keep our explanations brief and comprehensible.  If you require further information or have any questions, please contact our respective data protection team under the heading "Contact". 

We will inform you if we make any significant changes to our data protection practices. Where necessary, we will obtain your consent to do so. 

 

Privacy policy

Our privacy policy focuses on you as a customer. The extent to which this statement applies to you depends on how you interact with us. For example, if you: 

  1. When you create an account, purchase a ticket for one of our events, we use the information you provide to the ticket provider to fulfill our obligations to you and, if you have requested us to do so, to keep you informed about other events that may be of interest to you; 
  2. When you visit our websites, we use cookies to customize the results for you and guide you to your destination as easily as possible and without long searches. 

You will find a more detailed description of your existing options and rights below. 

 

Data storage and origin

  • When you create an account and place an order with us. When you create an account and purchase a product from us (e.g. VIP experiences or products), we will collect your contact and billing information directly from you. If you register for a pre-sale, we will collect your contact details, such as your name, address, zip code, email address, telephone number and credit card details.  
  • When you purchase tickets for our events. If you purchase tickets for one of our events or an event where we are a co-host, or have a ticket transferred from a friend, we will receive your data from ticket providers or e-commerce platforms used to sell tickets for our promoted and co-promoted events, or from the venues we engage to host the event. This includes your name, contact details and ticket purchase information, such as the number of tickets purchased and seat number(s). 
  • Attending an event When you attend one of our events, we collect your data via our free Wi-Fi (if you register for it) and, where applicable, via cashless payment wristbands that can be used to access the events and make purchases on site. 
  • Image of fans and security footage. If you attend an event or festival on site, we register your photo and check your identity with CCTV cameras, videos or with photographers on the festival site. This data is primarily collected for the safety of our fans, but sometimes we also use these images in our marketing or social media posts. If you object to the use of images for marketing purposes, please see "Your rights and choices" in the section below. 
  • Use of our websites and apps. When you use our websites or apps, we collect information such as your browser and device type, your IP address, your location, the website from which you accessed ours, browser and app history, or which website you access when you leave ours. You can find additional information about how we collect this data in our Cookie Policy.  
  • Security measures on site. Security measures are in place for visitors to the events we promote to ensure the safety of our fans. To this end, we keep lists of all incidents such as incidents, emergency medical care and criminal acts. 
  • Competitions/raffles. If you enter competitions or raffles that we run, we will use your details to store your response in order to contact you if you are one of the lucky winners. If the prize is awarded by a third party provider, we will share their name with you. 
  • Surveys. When you take part in our surveys, we use your data to store your answers and anonymize them. The anonymized data helps us to tailor our events even better to the needs of fans. 
  • Customer experience & customer service. If you contact our customer service with a question or complaint, we will record the process for evidence purposes and to process your request.  
  • When you use social media and public online forums. If you use a social media function on our website or in our apps and post on social networks, the social network website will provide us with data about you. 
  • Geodemographic data. We may collect geo-demographic data such as age or gender or information about events you like or products you have purchased to help us better tailor our offers to you. If you do not wish this to happen, please read the section "Your rights and choices" below. 
  • Health and safety purposes.  In order to protect you and other attendees, we may collect information from ticket purchasers and attendees for the purpose of contact tracing in connection with infectious diseases, to the extent permitted by applicable law.  This information may include names, contact details, seating locations and admission and exit times. 

 

Data usage and terms of use

1.       Fulfillment of the contract with the customer

  • Purchase process We use your data when you conclude a contract with us (e.g. VIP offers or goods) for the following processes:
    • Processing your order;  
    • Acceptance of payment;  
    • Sending customer service emails with booking confirmations and event information;  
    • Customer service support;  
    • Registration for pre-sales of events
  • Event partners Transmission to the event partners (including co-organizers) who provide services for the event. This is the only way that the event organizers or the landlords of the premises can also hold the event, allocate seats or notify you if there has been a change or provide important event information.
    Raffles, competitions and recommendations. We may use your personal data to confirm your registration for an event or competition. You may provide us with your friend's details, for example via our referral service, to tell a friend about our website or to purchase a gift voucher. We will only use your friend's personal data to provide the services you have requested. Your friend can contact us and have the personal data deleted.

2.       Use for our legitimate business interests

  • Marketing For information or offers about upcoming events, products or services, we may send you emails, push and web messages, by SMS or via social media platforms.  You can change your preferences for marketing messages at any time, see section "Your choices and rights" below.  
  • Advertising and cookies. Providing customized advertising and marketing information on our websites and apps (see our Cookie Policy for more information). 
  • Market research and feedback from fans. To conduct market research and analysis to help improve and customize our products and services, or to contact you as part of satisfaction surveys or to participate in user analysis (e.g. focus groups), unless your consent is required. There is an unsubscribe option for these communications if you no longer wish to receive them. 
  • Images We take photos at our events and sometimes post them on social media or use them in advertising campaigns. Our notices at the event will inform you of this and you can request that we remove your images at any time.  
  • Personalization. To ensure that our communications and websites are relevant to you, we create a user profile about you to tailor our services to your interests. For example, if you like an artist, buy tickets to an event, we may provide you with information about similar events that we think may be of interest to you. We create a user profile with the information we have about you and your use of our services. You can simply deactivate "Allow personalization" in your account settings. This will stop any personalization. This means that you will no longer receive personalized recommendations and any newsletters you subscribe to will no longer have a specific focus (however, if you have requested notifications about specific artists or venues, you will continue to receive them).   
  • However, in order to provide our services, we will continue to create profiles if this is necessary for your benefit, e.g. to check for fraudulent activity and for verified fan pre-sales if you expressly request this.  

3.       Predominant legitimate business interests

  • Preventing or detecting unlawful behavior, protecting and enforcing our legal rights and other lawful purposes.  We do this, for example, to ensure that tickets end up in the hands of "genuine fans". We may therefore use your data to prevent the sale of tickets on black markets, the misuse of our intellectual property (e.g. our or our event partners' brands), fraud or other criminal offenses. 
  • Safety at events. Protecting our fans and ensuring operational safety for us and our event partners.

4.      What you have consented to

  • Marketing. For information or offers about upcoming events, products or services, we may send you emails, push and web messages, by SMS or via social media platforms.  You can change your preferences for marketing communications at any time, see section "Your choices and rights" below.  
  • Location-based services. Our app requires access to the location for functions such as finding nearby events, activating push notifications for them or also to show where you are at an event. 
  • Audience safety management. Some of our applications use software so that we can determine how many people are at a particular stage at a particular time or when the bars are busiest.  This helps us to use our resources more efficiently. We turn this feature on just before the festival or event and turn it off just after, so we don't locate equipment when it's not necessary. 
  • Advertising and cookies. Providing customized advertising and marketing information on our websites and apps (see our Cookie Policy for more information). 
  • Business partners. Sometimes we work with business partners to whom we transfer data. These are third parties who are responsible for data processing and with whom we work for additional value-added services, e.g. travel arrangements, sponsorship or exclusive pre-sales offers. In some cases, where the data transfer is not necessary for the fulfillment of the contract, we will ask you whether you agree to the transfer and inform you what will be transferred to whom. 
  • Surveys. Participation in our visitor surveys is voluntary and helps us to better understand the needs of our visitors.

5.       Protecting your vital interests

  • Health and Safety. Any information collected by us or our third party partners in accordance with applicable health and safety regulations will only be used to contact participants or to pass on to the relevant local authorities. This information will be deleted at regular intervals. 

 

Data transfer and transfer conditions

  • Live Nation Entertainment. Within the Live Nation Entertainment group and its affiliated companies that provide services to us, such as marketing, profiling, reporting, technical and product support. This includes, but is not limited to, the relevant venues owned or operated by Ticketmaster and Live Nation.  
  • Third parties who provide services on our behalf. Our service providers, such as cloud computing providers who provide the IT infrastructure on which our products and systems are built, or outsourced customer service agents who support the fan experience. Some of these third parties may be located outside your jurisdiction. 
  • Event partners Event partners are organizations that we work with to organize an event. These include (co-)organizers, event venues or artists. We share your data with our event partners so that they can organize the event and for the reasons listed in their privacy policy. 
  • Third party business partners with whom we work to provide additional value-added services. As we work with different business partners depending on the services, we provide you with ad hoc information on the time of data transfer and data processing in accordance with the privacy policy of the respective provider.  
  • Legal disclosures We may disclose information to comply with a court order or subpoena. We may also disclose information when authorized by a government agency or investigative body or when disclosure is required by law. Or we may share information to investigate possible fraud. 
  • Successors We may share information with any successor to all or part of our business. For example, if part of our business is sold, we may share our customer list as part of that transaction. 

We may also share your personal data for reasons other than those described in this Privacy Policy. We will inform you of this in advance. 

 

Your options and rights

Your rights and choices may vary depending on the country from which you access our services. This is broken down below.  

Your options

If you have consented to the transfer of data, you can revoke this as follows: 

  • If you no longer wish to receive marketing material, you can change the settings in your account. Follow the instructions to unsubscribe from our emails or contact us so that we can change the relevant settings for you. 
  • If you wish to disable the use of cookies and tracking tools, please read our Cookie Policy. You can also do this by updating your settings in the cookie management tool on one of our websites and apps. 
  • If you want to turn off location tracking and push notifications, you can change the settings on your device or deny location sharing. To switch off web push messages, you must change your browser settings.  

If we rely on a legitimate interest, you can object as follows: 

  • If you wish to opt out of receiving our marketing materials, you can change your preferences in your customer account, follow the unsubscribe instructions in the emails we send or contact us to have us do this for you. 
  • You can refuse personalization by changing the settings in your account accordingly. If this is not possible, you can contact us so that we can do this for you. 
  • If you do not wish to be contacted for fan feedback campaigns, you can unsubscribe via a function in the messages to you or contact us so that we can take care of this for you.

Your rights

  • The right to erasure of your data or to restriction of its further use. The right to erasure cannot be exercised if you have an open ticket or transaction for a future event. Deleting your account means that you will no longer have access to any digital assets (e.g. NFTs) that you may have. 
  • The right to a copy of the data we have stored about you. 
  • The right to correct, amend or update your data with us. (If you have an account with us, you only need to log in and update your data). 
  • The right to object to any automated decision we make about you. An automated decision is a decision that is made without any human intervention and has legal consequences (e.g. credit check). We do not normally use automated decisions. However, if we do, we will indicate when this is the case. 

To exercise any of the above rights, please contact us using the contact details below. Please use the email address associated with your customer account so that we can identify your personal data. 

Please note that while we carefully review every request we receive, your rights and the time limits for asserting rights vary depending on where you live and we may not be required to act in all cases. If this is the case, we will explain this to you. 

Do Not Track. Our websites and apps are not designed to respond to "Do Not Track" requests from browsers. 

Our websites and apps are not intended for children. Our websites and apps are intended for adults. We do not knowingly collect personal information from children. If you are a parent or guardian and believe that your child has provided us with information, you can contact us at.

 

Careful handling of data

We have security measures in place to protect your personal data. The security measures depend on the type of personal data collected. If you believe that an unauthorized customer account has been created in your name, please contact us. We disclaim any responsibility for third party websites and apps. If you click on a third party link, you will be directed to a website over which we have no control. This privacy policy does not extend to the privacy policies of these websites. Please read the privacy statements of other websites carefully. Our website may also offer content from third parties that contain their own cookies or tracking technologies. 

We will only retain your data for as long as necessary to provide the requested services. The same applies to the purposes set out in this policy and to any legal requirements under which we are obliged to retain data. In accordance with our company policy, we will securely delete your data when it is no longer required for the relevant purpose.  

As part of a global group of companies, we use service centers, some of which are located outside Europe.  When world-class artists tour, your data may also be shared internationally to give you the perfect fan experience.   

There are strict rules for this type of data transfer to ensure that your data remains strictly protected. Where this is the case, we ensure appropriate safeguards are in place.  If your data is transferred outside the EU, we follow the rules below. 

  • standard contractual clauses approved by the European Commission and other competent authorities 
  • Binding company rules 
  • Binding rules for data processing companies 

Please contact us if you require additional information or a copy of the relevant documentation.  

 

 

You can also contact your local supervisory authority, but we recommend that you first seek support from us. 

This privacy policy may be updated. We will inform you of any material changes to this privacy policy if required by law. The amended privacy policy will be published on our website. Please check our website at regular intervals for updates. 

Last updated: 12.12.2022 

 

Contact

Goodlive Festival GmbH 
Henriettenstraße 16-18 
09112 Chemnitz / Germany 

Datenschutz[at]livenation.de 

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