Privacy & Cookies Policy
We help businesses sell tickets and memberships to their event attendees. We want to be clear about our use of the Personal Data that is entrusted to us.
Last updated: 13th January 2023
“Tixoom”, “we”, “our” or “us” means Xeio Ltd, a company registered in England and Wales with company number 8134729 doing business as "Tixoom."
“Personal Data” means any information that relates to an identified or identifiable individual, and can include information that you provide to us and that we collect about you, such as when you engage with our Services (e.g. device information, IP address).
“Services” means the products and services that Tixoom indicates are covered by this Policy, which may include Tixoom-provided apps and services. Our “Business Services” are Services provided by Tixoom to entities (“Business Users”) who directly and indirectly provide us with “End Customer” Personal Data in connection with those Business Users’ own business and activities.
“Sites” means Tixoom.app and the other websites, apps and online services that Tixoom indicates are covered by this Policy. Collectively, we refer to Sites, Business Services and End User Services as “Services”.
Depending on the context, “you” means End Customer, Representative or Visitor:
- When you do business with, or otherwise transact with, a Business User (e.g. when you buy a ticket to an event) but are not directly doing business with Tixoom, we refer to you as an “End Customer.”
- When you are acting on behalf of an existing or potential Business User (e.g. you are a founder of a company, sole trader, administer an account for a merchant who is a Business User), we refer to you as a “Representative.”
- When you visit a Site without being logged into Tixoom or otherwise communicate with Tixoom, we refer to you as a “Visitor.” (e.g. you send Tixoom a message asking for more information because you are considering being a user of our products).
The “data controller” is the entity which determines the purposes and means of the data processing taking place. The “data processor” is an entity acting on behalf and under the instructions of a controller in processing personal data. Depending on the activity, Tixoom acts as a “data controller” and/or “data processor (or service provider).”
Tixoom is a data controller when it determines the purposes and means of the processing taking place. These data processing activities include (1) providing the Tixoom service to Business Users, (2) providing information about our services to a Visitor, or (3) analyzing, developing and improving Tixoom's products and services.
Tixoom is a data processor where it is supporting facilitation of transactions on behalf of and at the direction of a Business User who may choose to use our services to support them selling tickets, memberships and similar to their End Customers.
1. Personal Data that we collect and how we use and share it
Our collection and use of Personal Data changes depending on whether you are acting as End User, Representative or Visitor and our different Services. For example, if you are the sole owner of a business (i.e., sole proprietorship), we may collect Personal Data to onboard your business, but you may also be an End Customer that purchased goods from another Business User that uses Tixoom services for issuing tickets, handling memberships, or other Business Services.
1.1 End Customers
Tixoom offers Business Services to our Business Users (e.g. ability for them to send tickets or memberships and co-ordinate attendance to their events). When we are acting as a Business User’s service provider (also known as a data processor), we will process Personal Data in accordance with the terms of our agreement with the Business User and the Business User’s lawful instructions (e.g. when we help an event organiser issue a ticket to their online event). Our legal basis for the processing of End Customer data is our legitimate interests in providing the Tixoom products and services. Tixoom processes this personal data given its legitimate interest in improving the Services and where it is necessary for the adequate performance of the contract with the Business Users.
a. Personal Data that we collect about End Customers
- Transaction Data. If you are an End Customer, when you make payments to, get refunds from, begin a purchase, make a donation or otherwise transact with a Business User that uses us to provide Business Services, we will receive Transaction Data. Moreover, we may obtain information provided in answer to questions the Business User may ask associated with your purchase. In addition we may collect information about additional types of Personal Data including your online activity as a Visitor to our site.
- More. Please see below for information about additional types of Personal Data that we may collect, including about online activity.
b. How we use and share Personal Data of End Customers
To provide our Business Services to our Business Users, we use Personal Data, and share Personal Data of a Business User’s End Customers with the Business User.
c. Retention of Personal Data of End Customers
We retain Personal Data of End Customers for as long as necessary to provide our Business Services to our Business Users, including to issue tickets, to help them calculate their revenue, pay their bills and perform accounting tasks. We may also retain Personal Data of End Customers for as long as necessary to provide and improve our Business Services. Typically unless instructed otherwise by a Business User we would securely delete End Customer information 30 days after our contractual relationship with the Business User is terminated.
- Marketing. We do not use, sell or share End Customer Personal Data for our marketing or advertising, or for marketing and advertising by third parties who are not the Business User with which you have transacted or attempted to transact.
To provide Business Services, we collect, use and share Personal Information from Representatives of Business Users (e.g. a business owner). Our legal bases for this processing are based on consent in processing this personal information, for example when a Representative is acting on behalf of a Business User. In addition we believe processing is in line with our legitimate interests in responding to inquiries, sending Service notices, ensuring compliance with applicable laws, preventing fraud, improving our services and providing customer support.
a. Personal Data that we collect about Representatives
- Registration and Contact Information. If you register for a Tixoom account for a Business User (including incorporation of a Business), we collect your name and account log-in credentials. If you register for an event that Tixoom organizes or attends or if you sign up for Tixoom communications, we collect your registration and profile information.
- Identification Information. If you are an owner of a Business User or you are expected to be a shareholder, officer or director of a Business User, we may require that you provide your contact details or other information to fulfil our partner and regulatory requirements.
- More. Please see below for information about additional types of Personal Data that we may collect, including about online activity.
b. How we use and share Personal Data of Representatives
We generally use Personal Data of Representatives to provide the Business Services to the associated Business Users.
c. Retention of Personal Data of Representatives
We retain Personal Data of Representatives for as long as necessary to provide our Business Services to our Business Users, including to issue tickets, to help them calculate their revenue, pay their bills and perform accounting tasks. We may also retain Personal Data of Representatives for as long as necessary to provide and improve our Business Services. Typically unless instructed otherwise by a Business User we would securely delete Representative information 30 days after our contractual relationship with the Business User is terminated.
- Business Services. We use and share Personal Data of Representatives with Business Users to provide the Services you (or the Business User you are associated with) have requested.If you are a Business User and have chosen a name that includes Personal Data (e.g. a sole proprietorship or family name in a company name), we will share and use that information as any company name in connection with the provision of our Services (e.g. including it on receipts and other descriptions identifying financial transactions).
- Advertising. Where allowed by applicable law, we use and share Representative Personal Data with others so that we may advertise and market our Services to you. Subject to applicable law (including any consent requirements), we may advertise to you through interest-based advertising and emails and seek to measure the effectiveness of our ads. We do not sell or share Representative Personal Data to others for their advertising purposes.
We collect, use and share Personal Data of Visitors. Our legal bases for this processing are based on consent in processing this personal information, and on our legitimate interest in responding to Visitor inquiries, sending Service notices and providing customer support.
a. Visitor Personal Data that we collect
- Forms. When you choose to fill in a form on the Site or on third party websites featuring our advertising (e.g. LinkedIn or Facebook), we will collect the information included in the form (e.g. your contact information and other information about your question related to our Services). We may also associate a location with your visit.
- More. Please see below for information about additional types of Personal Data that we may collect, including about online activity.
b. How we use and share visitor Personal Data
- Personalization. We use information about you that we gather from cookies and similar technologies to measure engagement with the content on the Sites, to improve relevancy and navigation, to personalize your experience (e.g. language and relevant geography) and to tailor content about Tixoom and our Services to you. For example, because not all of our Services are available in all regions, so we may tailor our answers for your region.
- Advertising. As allowed by law, we use and share Visitor Personal Data with others so that we may advertise and market our Services to you. Subject to applicable law (including any consent requirements), we may advertise our Services to you through interest-based advertising and emails, and seek to measure the effectiveness of our ads. We do not sell or share Visitor Personal Data to others for their advertising purposes.
- Engagement. When visitors engage with our website, we will use information we collect about and through your devices in order to provide the opportunity to engage in conversations or with automated or human-powered live chat to address your questions.
2. More ways we collect, use and share Personal Data
In addition to the ways we collect, use and share Personal Data that are described above, we also process your Personal Data as follows:
a. Personal Data Collection
- Online Activity. Depending on the Service you use and the Business Users’ implementation of our Business Services, we will collect information about:
- Devices and browsers across our Sites and third-party websites, apps and other online services (“Third-Party Sites”),
- Usage data associated with those devices and browsers and how you’ve engaged with our Services, including IP address, plug-ins, language used, time spent on Sites and Third-Party Sites, pages visited, links clicked, payment methods used, and the pages that led or referred you to Sites and Third-Party Sites.
- Communication and Engagement Information. We will collect any information you choose to provide to us, for example, through support tickets, emails or social media. When you respond to Tixoom emails or surveys, we collect your email address, name and any other information you choose to include in the body of your email or responses. If you contact us by chat, we will collect whatever information you may provide during the chat. We will also collect your engagement data such as your registration for, attendance of, or viewing of Tixoom events and other interaction with Tixoom personnel.
b. Personal Data Usage. In addition to the Personal Data usage described above, we use Personal Data in the following ways:
- Communications. If you are a Representative or Visitor, we may communicate with you using the contact information we have about you (e.g. using email, phone, text message or videoconference) to provide information about our Services and our affiliates’ services, invite you to participate in our events or surveys, or otherwise communicate with you for our marketing purposes, provided that we do so in accordance with applicable law, including any consent or opt-out requirements. For example, when you submit your contact information to us or when we collect your business contact details through our participation at trade shows or other events, we may use the information to follow-up with you regarding an event, send you information that you have requested on our products and services and include you on our marketing information campaigns.
- Social Media and Promotions. If you choose to submit Personal Data to us to participate in an offer, program or promotion, we will use the Personal Data you submit to administer the offer, program or promotion. We will also use that Personal Data and Personal Data you make available on social media to market to you unless we are not permitted to do so.
- Fraud Prevention and Security. We collect and use Personal Data to help us to detect and manage the activity of fraudulent and other bad actors across our Services, to enable our fraud detection Business Services, and to otherwise seek to secure our Services and transactions against unauthorized access, use, modification or misappropriation of Personal Data, information and funds. In connection with fraud and security monitoring, prevention, detection, and compliance activities for Tixoom and its Business Users, we receive information from third parties, and the Services we provide. We may collect information from you, and about you, from Business Users, financial parties and in some cases third parties. For example, to protect our Services, we may receive information from third parties about IP addresses that malicious actors have compromised. This Personal Data (e.g. name, address, phone number, country) helps us to confirm identities, run checks subject to applicable law and prevent fraud.
- Minors. The Services are not directed to minors, including children under the age of 13, and we request that they not provide Personal Data through the Services. In some countries, we may impose higher age limits as required by applicable law.
c. Personal Data Sharing. In addition to the ways described above, we share Personal Data in the following ways:
- Service Providers or Processors. In order to provide Services to our Business Users and to communicate, market and advertise to Visitors, Representatives and End Users regarding our Services, we will rely on others to provide us services. Service providers provide a variety of critical services, such as hosting (storing and delivering), analytics to assess the speed, accuracy and/or security of our Services, customer service, email and auditing. We authorize such service providers to use or disclose the Personal Data that we make available to perform services on our behalf and to comply with applicable legal requirements. We require such service providers to contractually commit to protect the security and confidentiality of Personal Data they process on our behalf. Our service providers are predominantly located in the UK, European Union, and the United States of America.
- Corporate Transactions. In the event that we enter into, or intend to enter into, a transaction that alters the structure of our business, such as a reorganization, merger, sale, joint venture, assignment, transfer, change of control, or other disposition of all or any portion of our business, assets or stock, we may share Personal Data with third parties in connection with such transaction. Any other entity which buys us or part of our business will have the right to continue to use your Personal Data, but subject to the terms of this Policy.
- Compliance and Harm Prevention. We share Personal Data as we believe necessary: (i) to comply with applicable law, (ii) to comply with rules imposed by a partner; (iii) to enforce our contractual rights; (iv) to secure or protect the Services, rights, privacy, safety and property of Tixoom, you or others, including against other malicious or fraudulent activity and security incidents; and (v) to respond to valid legal process requests from courts, law enforcement agencies, regulatory agencies, and other public and government authorities, which may include authorities outside your country of residence.
3. Legal bases for processing data
For the purposes of the General Data Protection Regulation, we rely upon a number of legal bases to enable our processing of your Personal Data.
a. Contractual and Pre-Contractual Business Relationships. We process Personal Data for the purpose of entering into business relationships with prospective Business Users and to perform the respective contractual obligations with them. Activities include:
- Creation and management of Tixoom accounts and Tixoom account credentials, including the evaluation of applications to commence or expand the use of our Services;
- Accounting, auditing, and billing activities; and
- Collection of fees, including fraud detection, loss prevention, optimizing valid transactions, communications regarding such payments, and related customer service.
b. Legitimate Interests. Where allowed under applicable law, we rely on our legitimate business interests to process Personal Data about you. For example, to:
- Detect, monitor and prevent fraud;
- Respond to inquiries, send Service notices and provide customer support;
- Promote, analyze, modify and improve our Services, systems, and tools, and develop new products and services, including reliability of the Services;
- Manage, operate and improve the performance of our Sites and Services by understanding their effectiveness and optimizing our digital assets;
- Analyze and advertise our Services, and related improvements; and
- Conduct aggregate analysis and develop business intelligence that enable us to operate, protect, make informed decisions, and report on the performance of, our business.
c. Consent. We may rely on consent to collect and process Personal Data as it relates to how we communicate with you and for the provision of our Services. When we process data based on your consent, you have the right to withdraw your consent at any time without affecting the lawfulness of processing based on such consent before the consent is withdrawn.
4. Your rights and choices
You may have choices regarding our collection, use and disclosure of your Personal Data:
a. Opting out of receiving electronic communications from us
If you no longer want to receive marketing-related emails from us, you may opt-out via the unsubscribe link included in such emails or via email to [email protected]. We will try to comply with your request(s) as soon as reasonably practicable. Please note that if you opt-out of receiving marketing-related emails from us, (i) we retain the right to communicate to you regarding the services you receive (e.g. support and important legal notices) and (ii) our Business Users may still send you messages and/or direct us to send you messages on their behalf.
b. Your data protection rights
Depending on your location and subject to applicable law, you may have the following rights with regard to the Personal Data we control about you:
- The right to request confirmation of whether Tixoom processes Personal Data relating to you, and if so, to request a copy of that Personal Data;
- The right to request that Tixoom rectify or update your Personal Data that is inaccurate, incomplete or outdated;
- The right to request that Tixoom erase your Personal Data in certain circumstances provided by law.
- The right to request that Tixoom restrict the use of your Personal Data in certain circumstances, such as while Tixoom considers another request that you have submitted (including a request that Tixoom make an update to your Personal Data);
- The right to request that we export your Personal Data that we hold to another company, where technically feasible;
- Where the processing of your Personal Data is based on your previously given consent, you have the right to withdraw your consent at any time;
- Where we process your information based on our legitimate interests, you may also have the right to object to the processing of your Personal Data. Unless we have compelling legitimate grounds or where it is needed for legal reasons, we will cease processing your information when you object.
- The right not to be discriminated against for exercising these rights; and/or
- The right to appeal any decision by Tixoom relating to these rights.
You may have additional rights regarding your Personal Data under applicable law.For example, see Jurisdiction-specific provisions section under California below.
c. Process for exercising your data protection rights
To exercise your data protection rights please email [email protected]
5. Security and retention
We make reasonable efforts to provide a level of security appropriate to the risk associated with the processing of your Personal Data. We maintain organizational, technical and administrative measures designed to protect Personal Data covered by this Policy against unauthorized access, destruction, loss, alteration or misuse. Unfortunately, no data transmission or storage system can be guaranteed to be 100% secure.
To help us protect Personal Data, where you have an account with Tixoom, we encourage you to ensure your email account and Zoom account remain secure as signing in to Tixoom relies on these routes for you to identify yourself. If you have reason to believe that your interaction with us is no longer secure (e.g. you feel that the security of your Tixoom account has been compromised), please contact us immediately.
We retain your Personal Data as long as we are providing the Services to you or our Business Users (as applicable) or for a period during which we reasonably anticipate providing the Services. Even after we stop providing Services directly to you or a Business User with which you are doing business, and even if you close your Tixoom account or complete a transaction with a Business User, we may retain your Personal Data:
- to comply with our legal and regulatory obligations.
- to enable fraud monitoring, detection and loss prevention activities.
- to comply with our tax, accounting, and financial reporting obligations
- where required by our contractual commitments to our partners.
In cases where we keep Personal Data, we do so in accordance with any limitation periods and records retention obligations that are imposed by applicable law.
6. International data transfers
We are a global business. We may transfer your Personal Data to countries other than your own country, including to the United States. These countries may have data protection rules that are different from your country. When transferring data across borders, we take measures to comply with applicable data protection laws related to such transfer. In certain situations, we may be required to disclose Personal Data in response to lawful requests from officials (such as law enforcement or security authorities).
If you are located in the European Economic Area (“EEA”), the United Kingdom ("UK") or Switzerland, where applicable law requires a data transfer mechanism, we use one or more of the following:
- Transfers to certain countries or recipients that are recognised as having an adequate level of protection for Personal Data under applicable law.
- EU Standard Contractual Clauses approved by the European Commission and the UK International Data Transfer Addendum issued by the Information Commissioner’s Office. You can obtain a copy of the relevant Standard Contractual Clauses.
- or other legal methods available to us under applicable law.
7. Updates and notifications
We may change this Policy from time to time to reflect new services, changes in our privacy practices or relevant laws. The “Last updated” legend at the top of this Policy indicates when this Policy was last revised. Any changes are effective the latter of when we post the revised Policy on the Services or otherwise provide notice of the update as required by law. We may provide you with disclosures and alerts regarding the Policy or Personal Data collected by posting them on our website and, if you are a Representative, by contacting you through your Tixoom Dashboard and/or email address.
1. This document was created on April 30th 2020
2. This document was updated on September 3rd 2020 to highlight our usage of Hotjar for visitor analytics and reclassify our session cookie as necessary for usage of the service
3. This document was updated on February 23rd 2022 to remove reference to Hotjar which is not currently used for visitor analytics, to remove reference to Cloudflare cookies which are no longer set, and to include the cookie set by our live chat provider Chaport LLC
4. The document was re-written on January 13th 2023 to better elucidate our partners and stakeholders and our approach to privacy for each, amongst other changes.
8. Jurisdiction-specific provisions
- Australia. If you are an Australian resident, and you are dissatisfied with our handling of any complaint you raise under this Policy, you may wish to contact the Office of the Australian Information Commissioner.
- Brazil. Brazilian residents, to whom the Lei Geral de Proteção de Dados Pessoais (“LGPD”) applies, have rights set forth in Article 18 of the LGPD. To exercise your rights, you may email [email protected]
- Canada. As used in this Policy, “applicable law” includes the Federal Personal Information Protection and Electronic Documents Act (PIPEDA) and “Personal Data” includes “personal information” as defined under PIPEDA. To exercise your rights, you may email [email protected]
- EEA and UK. Tixoom (Xeio Ltd) is registered with the UK's Information Commissioners' Office, registration number You have the following rights in relation to your Data:
- a. Right to access - the right to request (i) copies of the information we hold about you at any time, or (ii) that we modify, update or delete such information. If we provide you with access to the information we hold about you, we will not charge you for this, unless your request is "manifestly unfounded or excessive." Where we are legally permitted to do so, we may refuse your request. If we refuse your request, we will tell you the reasons why.
- b. Right to correct - the right to have your Data rectified if it is inaccurate or incomplete.
- c. Right to erase - the right to request that we delete or remove your Data from our systems.
- d. Right to restrict our use of your Data - the right to "block" us from using your Data or limit the way in which we can use it.
- e. Right to data portability - the right to request that we move, copy or transfer your Data.
- f. Right to object - the right to object to our use of your Data including where we use it for our legitimate interests.
- To make enquiries, exercise any of your rights set out above, or withdraw your consent to the processing of your Data (where consent is our legal basis for processing your Data), please contact us via this e-mail address: [email protected]. You can complain to the ICO if you are unhappy with how we have responded to a query about how we have used your data. The ICO’s address is Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, United Kingdom.
- India. If you have any questions or complaints regarding the processing of your Personal Data in India, please contact [email protected]
- Indonesia. As used in this Policy, “applicable law” includes Law No. 11 of 2008 as amended by Law No. 19 of 2016 on Electronic Information and Transactions, Government Regulation No. 71 of 2019 on the Implementation of Electronic Systems and Transactions, and Minister of Communication and Informatics Regulation No. 20 of 2016 on Personal Data Protection in Electronic Systems and “Personal Data” includes “personal data” as defined under such laws.
- Malaysia. If you have any questions or complaints about this Policy, please email [email protected]
- Switzerland. As used in this Policy, “applicable law” includes the Swiss Federal Act on Data Protection (FADP), as revised. To exercise your rights under the FADP, please contact [email protected]
- Thailand. If we process your Personal Data due to a legal obligation or contractual right and you do not provide us with personal Information, we may not be able to lawfully provide you services.
- United States - California. If you are a consumer located in California, we process your personal information in accordance with California law (e.g. the "CCPA").
- Your Rights and Choices. As a California consumer and subject to certain limitations under the CCPA, you have choices regarding our use and disclosure of your personal information. In addition to the above rights, please note these other California-specific rights:
- Exercising the right to know: You have a right to request additional information about the categories of personal information collected, sold, disclosed, or shared; purposes for which this personal information was collected, sold, or shared; categories of sources of personal information; and categories of third parties with whom we disclosed or shared this personal information.
- Exercising the right to opt-out from a sale: We do not sell “Personal Information” as defined by the CCPA and have not done so in the past 12 months.
- Exercising the right to limit the use or sharing of Sensitive Personal Information:we do not sell or share Sensitive Personal Information as defined by the CCPA and have not done so in the past 12 months.
- Right to opt-out of sharing of cross-context behavioral advertising.
- To submit a request to exercise any of the rights described above, please contact us via email to [email protected] will verify your request by asking you to send it from the email address associated with your account or requiring you to provide information necessary to verify your identity, including name, address, transaction history, photo identification, and other information associated with your account.
- You may designate, in writing or through a power of attorney, an authorized agent to make requests on your behalf to exercise your rights under the CCPA. Your agent may submit a request on your behalf by contacting us via email on [email protected] may still require you to directly verify your identity and confirm that you provided the authorized agent permission to submit the request.
It is recommended that you ensure that your internet browser is up-to-date and that you consult the help and guidance provided by the developer of your internet browser if you are unsure about adjusting your privacy settings. For more information generally on cookies, including how to disable them, please refer to aboutcookies.org. You will also find details on how to delete cookies from your computer.
Below is a list of the cookies that we use. We have tried to ensure this is complete and up to date, but if you think that we have missed a cookie or there is any discrepancy, please let us know. We use the following cookies, which we view as strictly necessary to provide our services to you (these are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website, use a shopping cart or make use of payment services):
- XSRF-TOKEN: A random string used to ensure requests are made by a user intentionally and not by a third party.
- tixoom_session: A random string used to ensure your session is maintained, allowing you to sign in to Tixoom and use our services.
10. Sub-processors and third parties
Tixoom works with a number of third parties to deliver our products and services. We have detailed each below with a description of how we use their services. Our service providers are subject to contract terms designed to ensure that these service providers process personal data only for the purposes of providing services to Tixoom and in accordance with our commitments to Business Users and applicable data protection laws.
Google Cloud EMEA Limited, a company registered in Ireland.
Cloudflare, Inc., a company registered in Delaware, USA.
Chaport LLC, a company registered in California, USA.
- Customerly Limited, a company registered in Ireland.
Zoom Video Communications, Inc., a company registered in Delaware, USA.
Stripe (various legal entities; see https://stripe.com/gb/legal/privacy-center)
11. Contact us