Privacy Policy
and How We Handle Your Personal Information
Toucan Theatre is committed to protecting your personal information and to being transparent about why we collect it and what we do with it.
We need to collect and use personal information about you so that we can keep you informed about our shows, events and other services and so that you can purchase and pay for tickets. When we collect and use your personal information we will keep to the applicable laws concerning the protection of personal information, including the Data Protection Act 1998 and the General Data Protection Regulation.
Purpose of this policy
The purpose of this policy is to give you a clear explanation about how we use the information that we collect from you directly, and from third parties.
This policy explains:
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When we may collect information from you
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What information we may collect about you
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How we may use that information
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In what situations we may disclose your details to third parties
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Information about how we keep your personal information secure, how long we retain it for and your rights to be able to access it
If you have any queries about this policy, please contact hello@toucantheatre.com
A bit about us
Toucan Theatre Limited, is the entity which collects, holds and uses all of your personal information.
Toucan Theatre Limited is a company limited by guarantee in registered in England and Wales under company number: 12806127
We also use some third parties to help us collect, process, and safely store your personal information. These third parties include:
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The Toucan Theatre website provider, Wix.com Ltd
There is more detail below about our third parties and what they can do with your personal information.
How do we collect your personal information?
We collect your personal information when you visit our website, buy tickets, join our mailing list, make a donation to our company or correspond with us by phone/email. We might also collect personal information from you when you attend one of our shows or events in person.
What information about you do we collect?
We will collect all or some of the following information:
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Full Name
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Title
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Email Address
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Phone/Mobile Numbers
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Date of Birth
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Delivery Address
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Billing Address
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Access Requirements
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Photo Permissions
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Purchase History
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Donation History and Pledges
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Gift Aid status
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Marketing Preferences for your Card Details (for purchases and so that optionally you can store your card information for future purchases)
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Bank Details (for Direct Debits)
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Email and Newsletter records including the emails we have sent to you, the emails opened by you, and the links opened by you. This allows us to make our communications relevant to you and to understand how we can make them more effective.
Sensitive personal data
Data Protection law recognises that certain categories of personal information are more sensitive such as health information, race, religious beliefs and political opinions.
We will not collect this type of information about you unless there is a clear reason for doing so.
Instances when we collect and store information of this type include:
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Access performances: where customers wishing to book access performances online (such as signed and audio described performances) can choose to register themselves as having a particular access need.
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Workshops and Classes: we collect relevant health and access information from participants taking part in any of our community opportunities. This information allows our workshop leaders and creative team to make any reasonable or necessary adjustments for individual participation. This information is stored in secure drives that are password protected.
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Job applications: we collect relevant health and access information from applicants so that we can make any reasonable or necessary adjustments for individual participation. We will also use this information to ensure our recruitment processes are accessible and inclusive. This information is stored in secure drives that are password protected.
How we process your information
There are three lawful bases under which we may process your data:
Contract purposes
We use the lawful basis of performance of a contract for the following:
Your purchase
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When you make a purchase from us you are entering into a contract with Toucan Theatre. In order to perform this contract we need to process and store your data. We may occasionally need to contact you by email, letter or telephone about your purchase with us, such as in the case of a cancelled show, or should there be problems with your payment.
Joining our membership schemes
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When you join a Toucan Theatre membership scheme, including our Mailing List, we may contact you by email, letter or telephone with information regarding your membership, such as member benefits and a regular membership newsletter. This allows Toucan Theatre to perform its contract with its members, providing the benefits that are promised. You have the right to object to any of this processing at any time. If you wish to object, please use the contact details provided at the end of this policy. However, if you object this may affect our ability to carry out tasks that are for your benefit.
Consent
For any situation where contract purposes or legitimate organisational interest are not appropriate as a lawful basis for the processing of your data, we will instead ask for your consent before using your personal information in that specific situation.
Situations when we use consent to process your data or contact you include:
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Sharing your data with another organisation: We may ask you if you would like your data to be shared with another organisation, such partner theatre companies or venues. We only do this if you give us your active consent.
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Fundraising information: We may ask you if you would like to receive news and information on fundraising and development initiatives undertaken by Toucan Theatre.
Legitimate organisational interest
In certain situations we may collect and process your personal information for purposes under the lawful basis of legitimate organisational interest.
However, we only do this if there is no overriding prejudice to you caused by Toucan Theatre through using your personal information in this way. In these cases we will always keep your fundamental rights and freedoms at the forefront or what we do.
We describe below all of the situations where we may use Legitimate Organisational Interest as the basis for processing your information, or contacting you.
Marketing communications
We aim to communicate with you about the work that we do in ways that you find relevant, timely and respectful. To do this, we use data that we have stored about you, such as information on which events you have booked for in the past, as well as any preferences you may have told us about.
We use legitimate organisational interest as the legal basis for sending you marketing communications by email. Communications that we send to you may include relevant information about future shows and events, our membership schemes and regular newsletters about the company and its future productions.
Postal mailings: In the case of postal mailings, you can withdraw your consent to receive these mailings at any time by visiting our website. You can also object to receiving these at any time by using the contact details provided at the end of this policy.
However, we may still contact you by post for matters relating to your purchases (as part of a project, in the event of a cancelled performance or a problem with your payment).
Email communications: In the case of email, we will provide you with an option to unsubscribe in every email that we send to you. You can withdraw your consent to receive emails at any time by visiting our website. You can also object to receiving these at any time by using the contact details provided at the end of this policy.
However, we may still contact you by email for matters relating to your purchases (if you have purchased something from our shop, as part of a project, in the event of a cancelled performance or a problem with your payment).
Telephone contact: We may contact you about our work by telephone however we will always get explicit consent from you before doing this.
You can withdraw your consent to receive phone calls from us at any time by visiting our website. You can also object to receiving these phone calls at any time by using the contact details provided at the end of this policy.
However, we may still contact you by telephone for matters relating to your purchases (as part of a project, in the event of a cancelled performance or a problem with your payment).
Analysis of our postal and email communications
We may analyse data that we hold about you (such as past ticket purchase history) to help us ensure that the content and timing of communications that we send to you by email are as relevant to you as possible.
Fraud prevention
We may analyse data we hold about you in order to identify and prevent fraud.
Track And Trace Information To Combat Covid-19
In the event of an outbreak of Covid-19 after one of our events or community opportunities, Toucan Theatre is obligated to share customer details with NHS England so that they can contact any customers who are affected.
Analysis of our website
In order to improve our website, we may analyse information about how you use it and how you interact with the show pages and content that it contains.
Customer profiling
To allow us to understand more about who we attract to our events and activities we may undertake data analysis and profiling of our customer database. This provides us with generalised information on our audiences, helping us to understand the geographic and demographic trends of the people who participate in what we do.
Profiling helps Toucan Theatre to understand which segments of our audience database should be targeted with information about a particular show or service offered by the company. This allows for Toucan Theatre’s marketing to be more effective at giving the right information to the most relevant customers.
You have the right to object to this processing at any time. If you wish to object, please use the contact details provided at the end of this policy.
Customer surveys
To allow Toucan Theatre to understand what customers think about the quality of the service that it provides to them, we may send surveys to customers who have attended our events or community opportunities.
These surveys may include questions about gender, disability, occupation, ethnicity and age. This information is only used for anonymised and statistical purposes, allowing us to understand which audiences we do, and do not, attract. You are not required to supply this information and it is entirely optional as to whether you choose to do so.
If you would prefer not to be contacted in this way, please inform us by using the contact details provided below.
Third parties
There are certain circumstances under which we may disclose your personal information to third parties.
These circumstances are:
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To our own service providers who process data on our behalf and on our instructions (for example ticketing system software, mailing houses, telesales companies, insight analysis providers). In these cases, we require that these third parties comply strictly with our instructions and with relevant data protection laws, for example around the security of personal data.
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Where we are under a duty to disclose your personal information in order to comply with any legal obligation (for example to government bodies and law enforcement agencies).
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To specific and named partner organisations who we might have worked with on shows and projects you have attended. In these cases, we will always ask for your explicit consent before sharing your data and we also require that these third parties comply strictly with our instructions and with relevant data protection laws, for example around the security of personal data.
Your debit and credit card information
If you use your credit or debit card to purchase from us or to make a donation, we will ensure that this is carried out securely and in accordance with the Payment Card Industry Data Security Standard (PCI-DSS).
We optionally allow you to store your card details for use in a future transaction. This is carried out in compliance with PCI-DSS and in a way where none of our staff members are able to see your full card number. We never store your 3 or 4 digit security code.
Maintaining your personal information
We store your personal information so that, for any subsequent purchases you make, we are able to link them back to a single unique record that we hold for you on our system.
If there are aspects of your record that are inaccurate or that you would like to remove, you can usually do this by logging into your account via the My Account section of our website. Alternatively, you can use the contact details provided at the end of this policy.
Any objections that you make to any processing of your data will be stored against your record on our system so that we can comply with your requests.
Security of your personal information
We will put in place appropriate safeguards (both in terms of our procedures and the technology that we use) to keep your personal information as secure as possible. We will ensure that any third parties we use for processing your personal information do the same.
We will not usually transfer, process or store your data anywhere that is outside of the European Economic Area. However, if such processing does take place, Toucan Theatre will ensure that companies who undertake it adhere to the EU-U.S. Privacy Shield agreement.
Your rights to your personal information
You have a right to request a copy of the personal information that we hold about you and to have any inaccuracies in this data corrected.
Please use the contact details provided at the end of this policy if you would like to exercise this right.
Contact details and further information
Please get in touch with us via the contact details below if you have any questions about any aspect of this privacy policy and, in particular if you would like to object to any processing of your personal information that we carry out for our legitimate organisational interests.
Hannah Farley-Hills
Executive Producer
Toucan Theatre