LiveTix Privacy Policy

Last updated: 2026-10-14

1. Introduction

When you use the LiveTix website ("LiveTix" or "the Platform") to browse events, buy tickets or contact our support team, we collect and process some of your personal data. This Privacy Policy explains what we collect, why we collect it, how we use it, who we share it with, and the rights you have.

In this Privacy Policy, "we", "us" and "our" mean [Company legal name], the operator of LiveTix, with its registered office at [Registered address].

We handle personal data in accordance with the Personal Data (Privacy) Ordinance of Hong Kong, the Personal Data Protection Acts (PDPA) of Singapore, Malaysia and Thailand, and the Privacy Act 1988 of Australia.

2. Scope

This Privacy Policy applies to personal data we collect when you use our services through LiveTix.

Third-party websites or services you reach through links on the Platform (such as payment pages and maps) are governed by their own privacy policies.

3. Definitions

• Personal data: any information that identifies you directly or indirectly.
• Attendee: the person registered for each ticket at real-name events.
• Service provider: a third-party company that processes data on our behalf to help us provide our services, such as our payment provider and email provider.

4. What information do we collect?

4.1 Information you give us

• Account information: email address, name, password, and your interface language and reference currency preferences. Passwords are stored only as an irreversible cryptographic hash. If you sign in with Google, we receive your Google account identifier, email address and name.
• Order information: the event, date, zone, quantity, amount, any coupon or promo code used, and the order status.
• Attendee information: for real-name events, each ticket requires the attendee's name, ID type and ID number. ID numbers are stored encrypted with AES-256, and only part of the number is shown on the website and in our support tools. You can choose to save attendees to your account for future purchases.
• Delivery information: when physical tickets need to be delivered, we collect the recipient's name, phone number and address. You can save up to 20 addresses in your address book.
• Payment information: payments are completed on the secure payment page of our payment provider, Stripe. LiveTix never sees or stores your full card number. We keep payment records (such as the payment reference, amount, currency and status) and the payment notifications Stripe sends us, which may include the billing name, email and billing address you entered on the payment page.
• Refund information: the reason you give when requesting a refund.
• Support information: the content of your conversations with us through live chat or email. If you use live chat while signed in, we share your name, email, account ID, interface language and recent order numbers with our support system so our team can follow up.

4.2 Information collected automatically

• To prevent abuse (for example, large numbers of sign-up, sign-in or password reset requests), we briefly use your IP address to count requests. These records are deleted automatically when the limit window ends. We do not store IP addresses in our database.
• When you join a ticket queue, we temporarily record your account's position in the queue. This record is deleted automatically after the sale window ends.
• We currently do not use any third-party web analytics or advertising trackers.

4.3 Cookies and similar technologies

We only use the cookies and browser storage the website needs to work:

• refresh_token: keeps you signed in for 30 days and is deleted when you sign out. It can only be read by our server, not by scripts on the page.
• market, currency: remember the region and reference currency you chose, for 1 year.
• NEXT_LOCALE: remembers the interface language you chose, for 1 year.
• Queue pass: kept in your browser tab's session storage while you wait in a ticket queue, and cleared when you close the tab.
• The live chat widget may set cookies or browser storage it needs to work.

If you disable cookies in your browser, you will not be able to sign in or stay signed in, and some features may not work properly.

5. Purposes of processing

5.1 To provide our services and perform our contract with you

• Create and manage your account and let you sign in.
• Process orders, take payment, issue tickets and deliver e-tickets to your account.
• Verify attendees at real-name events to protect your entry.
• Deliver physical tickets.
• Send order-related emails, such as ticket confirmations, refund results and password reset links.
• Handle refund requests and after-sales enquiries.

5.2 To keep the Platform secure

• Prevent fraud, scalping and abuse, for example by limiting request rates, running ticket queues and verifying entry QR codes.
• Troubleshoot problems and maintain system security.

5.3 To comply with legal obligations

• Comply with applicable legal, accounting and tax requirements, and respond to lawful requests from government authorities or law enforcement.

5.4 Marketing

We currently do not send you marketing emails. If we start doing so, we will ask for your consent first and include a way to unsubscribe in every marketing email.

6. How long we keep your information

We keep personal data only for as long as needed for the purposes above. We consider:

• whether your account is still active and we are still providing services to you;
• how long laws, accounting or tax rules require us to keep transaction records;
• how long we need to handle disputes, refunds or legal claims.

When you delete your account, we delete your saved attendees and addresses and anonymise your account information. Records relating to orders you have placed (including the attendee and delivery details on those orders) are kept as required by law and accounting rules.

7. Who do we share your information with?

We do not sell your personal data. We only share it in the following cases:

7.1 Service providers

• Payment provider (Stripe): processes payments and refunds, and receives your email address, order number and amount.
• Email provider: sends order notifications and password reset emails on our behalf.
• Live chat system: managed by us and used to answer your enquiries.
• Security verification service (when enabled): helps tell people apart from automated programs, and receives the data needed for verification and your IP address.
• Cloud hosting provider: hosts our systems and data.

These service providers may only process your data on our instructions and for the purposes above.

7.2 Event organisers and venues

To arrange entry, we may provide event organisers or venues with the information needed for entry, such as ticket holder names and ticket numbers, and for real-name events, attendee identity details.

7.3 Legal requirements

We may disclose your personal data where required by law or in response to lawful requests from courts, government authorities or law enforcement.

7.4 Business transfers

In a merger, acquisition, reorganisation or sale of assets, your personal data may be transferred to the successor as part of the transaction. The successor must continue to protect your data in line with this Privacy Policy.

8. Where do we process your information?

Your personal data is stored on the cloud servers we use, which are currently located in [Data storage location].

Because we provide services in several countries and regions, your data may be transferred to and processed outside the place where you live, where data protection laws may differ. We use contractual and technical measures to make sure your data receives a comparable level of protection after transfer.

9. Security of your personal data

• All data is transmitted over encrypted connections (HTTPS).
• Passwords are stored only after irreversible cryptographic hashing, and sign-in credentials are stored only as hashes.
• ID numbers are stored encrypted with AES-256 and partly hidden in our interfaces.
• Only staff who need it for their work can access personal data, and actions in our admin system are logged.

Although we take reasonable measures to protect your data, no data transmitted over the internet can be guaranteed to be completely secure.

10. Advertising

LiveTix currently does not show personalised advertising and does not use your personal data for interest-based advertising.

11. Age limits and parental or guardian consent

People under 18 (or the age of majority where you live) may only use the Platform with the consent of a parent or guardian. We do not knowingly collect personal data from children without such consent. If you believe we hold a child's personal data without the consent of a parent or guardian, please contact us and we will investigate and delete it promptly.

12. Your privacy rights

• Access and correction: you can sign in at any time to view and change your name, interface language, reference currency, attendees and address book. To access or correct other information, please contact us.
• Account deletion: you can delete your account on the My Account page. See section 6 for what happens after deletion.
• Withdrawing consent: where we rely on your consent, you can withdraw it at any time. This does not affect the lawfulness of processing before you withdrew it.
• Objection and restriction: you can ask us to stop or restrict certain processing.
• Portability: you can ask us to provide the information you gave us in a commonly used electronic format.

We may need to verify your identity before handling your request. Some rights may be limited by applicable law.

13. Changes to this Privacy Policy

We may update this Privacy Policy from time to time and will update the "Last updated" date at the top. If the changes are significant, we will also give notice on the website. By continuing to use the Platform after an update, you accept the updated Privacy Policy.

14. How to contact us

If you have any questions, comments, complaints or requests about this Privacy Policy, please email [Data protection contact email] or contact us through the live chat at the bottom right of the website. We will handle your request as soon as possible.

This does not affect your right to complain to the data protection authority where you live (for example, the Office of the Privacy Commissioner for Personal Data, Hong Kong).