Privacy & Cookie Policies
At the Orange Tree Theatre (“the OT”), registered charity number 266128, we are committed to protecting your privacy. We will use the information that we collect about you in accordance with the Data Protection Act 1998 and the Privacy and Electronic Communications Regulations 2003. This policy may change from time to time so please check it periodically. It was last updated on [date].
The OT will only send you marketing communications about our productions if we have record of you having agreed to receive communications, or if we believe there is a legitimate interest (see Opting into and out of marketing and fundraising communications below). If you have given us your contact preferences (by post, email or telephone), we will only use your preferred method of contact. You can check and/or update your contact preferences at any time by:
- Logging into your account at orangetreetheatre.co.uk
- Calling the Box Office on 020 8940 3633
- or emailing [email protected]
- Sending your preferences by post to Orange Tree Theatre, 1 Clarence St, Richmond TW9 2SA
We will never sell your personal data, and will only ever share it with organisations where we have your express permission, or to fulfil a promise to you (such as a mailing house to send our Season Brochure) and where privacy and security are guaranteed under contract with the organisation.
Any questions you have in relation to this policy or how we use your personal data should be sent to [email protected] or addressed to Sarah Nicholson, Executive Director, Orange Tree Theatre, 1 Clarence St, Richmond TW9 2SA.
THE INFORMATION WE COLLECT
Information provided by you
We create customer accounts on our database, Spektrix, when you:
- purchase tickets or other products
- make a donation to the OT
- sign up to the OT’s mailing list or email list
- take part in an OT project (such as our Youth Theatre or over 60s theatre group)
- volunteer with the OT
- are employed by or engaged to work for the OT
If you purchase an OT Membership as a gift for someone, or are the parent of one of our Youth Theatre groups, your details will be recorded (as will the recipients/child’s) including your relationship to that person.
Customer accounts record personal data provided by you when purchasing/ donating/ registering and include:
- personal details (name, address, email address, telephone number, date of birth, etc)
- financial information (transaction history, payment details such as encrypted card details, Gift Aid declaration)
- interests and preferences (such as if you have registered for our Access scheme; if you, as a Member, prefer not to receive Membership benefits; etc)
NB You can choose to store your card details with us to speed up future transactions, or for auto-renewal of Membership; if you do so the details are immediately encrypted by our database, Spektrix, and so cannot be accessed other than to make payments to the OT for which you have given your consent and for which you will need to confirm the CVV each time.
Your data is held securely in-line with best practice set by the Information Commissioner's Office (ICO). Access to customer information is strictly controlled. The Spektrix system can only be accessed by people who need it to do their job. Certain data, for example some sensitive information, is additionally controlled and is only made visible to members of staff who have a reason to work with it.
Information created by your involvement with the OT
Individuals enjoy, engage and work with the OT in various ways, and your interaction with the OT will be recorded on our Spektrix database. For example, we would record what plays you book for, if you have been employed by the OT, if you have volunteered or if you have donated to a specific campaign or project. We do this to ensure the way in which we communicate with you is consistent and appropriate to the ways in which you are involved.
Information we generate
We conduct research and analysis on the data we hold, which can in turn generate personal data. For example, by analysing your interests and involvement with our work, we may be able to build a profile which helps us to decide which of our communications are likely to interest you. The How we use your personal information and Other communications sections contain more information about how we use information for profiling and targeted advertising.
Information from third parties
Personal data about individuals will only ever be passed on by the OT or third parties with express permission, either at the point of booking or through a post-performance survey (how/when your permission is recorded will differ venue to venue). This is most likely to occur when the OT co-produces with another theatre or presents productions at other venues, or that tour; the organisation you book through should seek permission to pass on your details.
We may collect or use information from social media if you interact with us through social media pages. For example if you tweet comments about a production to us at @OrangeTreeThtr, we may use your feedback in promoting the show.
Occasionally, we may collect information about certain audience members or supporters (eg particularly well-known or influential people) from public sources. This could include public databases (such as the Charity Commission or Companies House), news or other media. Such research is generally undertaken infrequently and for only a very small number of customers. Undertaking this research helps us to use focus our resources and ensure communications are relevant.
How we use your personal information
We use personal data for administrative purposes (i.e. to carry out our charitable work). This includes:
- receiving donations (e.g. direct debits or Gift-Aid instructions);
- maintaining databases of our audience, members, supporters, staff and volunteers;
- fulfilling orders for goods or services (whether placed online, over the phone or in person);
- performing our obligations under membership and ticketing contracts;
- helping us respect your choices and preferences (e.g. if you ask not to receive marketing material, we’ll keep a record of this).
We use your personal information (including your name, contact details and transaction history) to fulfil your orders, maintain financial records, provide customer service and for analysis. We may share your personal information with other organisations for these purposes. We require that such organisations meet our standards for handling data, and that any data is only used for the agreed purpose, and is destroyed once used. We will not otherwise share your personal information with third party organisations, except as described below.
We use some of the information we collect about you, such as the record of the events you have attended or what you’ve told us you’re interested in, to tailor the marketing and fundraising communications we send to you (unless you have requested not to receive such communications – see below).
Opting into and out of marketing and fundraising communications
When you register for a user account on our website you can choose whether you would like to receive marketing and fundraising communications from the OT by email, telephone or post. Once you have a user account, you can manage your preferences at any time in the ‘My Account’ section of the website or by emailing [email protected]. We will include opt-out instructions in any marketing or fundraising communications you receive from us.
When purchasing tickets you are given the opportunity to opt-in to receiving news and information from the OT and its co-producers, other arts organisations and our sponsors. You will only be contacted in this regard if the relevant box has been ticked, or if you have not specified whether you would like to receive information, in line with ‘legitimate interest’ rules for postal communications and the ‘soft opt-in’ rule for email communications.
The OT is a charity (266128), and we actively raise money towards a broad range of projects and ongoing work. We keep a record in our database of your donations to the OT, including memberships.
From time to time we may analyse our database to find people who we think might be interested in offering support based on factors such as previous contributions, transaction history and demographics. We may note other relevant information about you in our database. This could be information that you have given us yourself, information from publicly available sources, or information shared by other organisations with your consent.
If you have opted in to receive marketing communications by email, you may also receive fundraising messages from us through this channel. We try to make these as relevant to you as we can. You can opt out of fundraising communications at any time by clicking the ‘unsubscribe’ link included in each email, or by updating your contact preferences.
If you have opted out of marketing communications, we may still get in touch with you. For example, we may email you to give you important information about the events you’ve booked or to tell you about any changes.
You may be included in our market research (such as our audience survey, which we use to improve our service) even if you have opted out of marketing communications. You will be given the opportunity to opt out in any message you receive from us.
Sometimes we will ask you to provide sensitive information, for example when you book for certain events or participate in some activities, or when you apply for a job. As with all the personal information we hold, sensitive information is held securely and restricted to those who need to use it. See How long we store information.
Photographs and stories in our communications
We run a number of youth projects for ages 7 to 18 years. To promote these projects, and raise donations to fund the work, we produce communications such as brochures, flyers and funding applications or reports in which photographs and/or stories about participants will appear. Written permission is sought from parents/guardians, without exception, before photographs of anyone under 18 years of age are used.
Marketing and fundraising
We won’t send marketing emails, letters, calls or messages to anyone under 14 years old. In order to donate to the OT, or order things from us online, you need to be 14 years old or over.
Young people’s information
We won’t use young people’s personal data for marketing purposes and we won’t profile it (see Information we generate). If a youth project participant turns 14 and wishes to interact with the OT (by buying tickets or donating) as an adult, some of the personal data we hold about that individual (e.g. history as a Youth Theatre member) will be carried over to their adult customer account.
How long we store information
We will only use and store information for so long as it is required for the purposes for which it was collected. How long information will be stored for depends on the information in question and what it is being used for. For example, if you purchase a ticket from us we will retain your details and the details of your purchase for seven years. Or if you set up a Direct Debit with us, we will securely hold your Direct Debit Instruction indefinitely, in case an indemnity claim is raised.
We continually review what information we hold and delete what is no longer required.
YOU HAVE CONTROL OF YOUR DATA
We want to ensure you remain in control of your personal data. Part of this is making sure you understand your legal rights, which are as follows:
- to have confirmation as to whether we hold personal data for you, and if so have access to a copy of the personal information we hold for you (this is known as a subject access request);
- to have any inaccuracies in the data we hold for you corrected;
- to have your data erased (though this will not apply where it is necessary for us to continue to use the data for a lawful reason);
- the right to object to your data being used for marketing or profiling; and
- where technically feasible, you have the right to personal data you have provided to us which we process automatically on the basis of your consent or the performance of a contract. This information will be provided in a common electronic format.
Please bear in mind that there are exceptions to the rights above and, though we will always try to respond to your satisfaction, there may be situations where we are unable to do so.
If you would like further information on your rights or wish to exercise them, please write to our Data Protection Officer at Orange Tree Theatre, 1 Clarence St, Richmond TW9 2SA, or ask to speak to our Executive Director by phone to 020 8940 0141 or email on [email protected]
We can provide you with a template subject access form which includes guidance on how to make your request (and will help us respond more quickly). Please contact us for a copy of this.
You may complain to the OT directly regarding data protection by contacting our Executive Director using the details set out above. If you wish to make a complaint (including a complaint about fundraising activity) which does not directly relate to your data protection and privacy rights, you can do so by emailing [email protected], telephoning our administrative office on 020 8940 0141, or writing to Orange Tree Theatre, 1 Clarence St, Richmond TW9 2SA.
If you are not happy with our response to your complaint about data protection, or you believe that your data protection or privacy rights have been infringed, you can complain to the UK Information Commissioner’s Office which regulates and enforces data protection law in the UK. Details of how to do this can be found at www.ico.org.uk
WEBSITE, COOKIES AND LINKS TO OTHER SITES
Using our website
When we send you an email
We keep a record of the emails we send you, and we may track whether you receive or open them (if your email software provides this information). If you click on a link in an email, we will log this. We may then track any subsequent actions online, such as buying a ticket.
We do this to ensure the information we send is relevant or of interest to you, to ensure we are making best use of our resources and that you receive a reasonable level of communication from us.
Links to other sites
Our website contains hyperlinks to many other websites. We are not responsible for the content or functionality of any of those external websites (but please let us know if a link is not working by using the 'Contact' link from the menu at the top of the page on mobile devices, or the left of the page on your computer).
When purchasing goods or services from any of the businesses that our site links to, you will be entering into a contract with them (agreeing to their terms and conditions) and not with OT.
The Orange Tree Theatre may update this statement from time to time, and any changes will be recorded on this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 21 May 2018.
What we collect
We may collect the following information:
- name and title
- contact information including email address
- demographic information such as postcode, preferences and interests
- other information relevant to customer surveys and/or offers
What we do with the information we gather
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
Links to other websites
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
Controlling your personal information