Privacy Policy

1. Introduction

This Privacy Notice explains what we do with information that we may hold about you (your “personal data”).
It describes how we collect, use and process your personal data in the operation of Co-op Live and via the Co-op Live website (the "Site") and app (the "App"), and how, in doing so, we comply with our legal obligations to you. Your privacy is important to us, and we are committed to protecting and safeguarding your rights.
For the purpose of applicable data protection legislation, the company responsible for your personal data (i.e. the data controller) is Eastlands Arena Limited (“

Eastlands Arena”, “us” or “we”). We operate Co-op Live, the Site and App.
Your privacy is important to us. If you are dissatisfied with any aspect of this Privacy Notice or our handling of your personal data, please contact us using the details set out in section 12 below.
We may amend this Privacy Notice from time to time. Please visit this page if you want to stay up-to-date as we will post any changes here.

2. What kind of personal information do we collect?

During the course of our business, we collect and use certain personal data, including:

your name;
your email address, telephone number or other contact details (including your social media handle);
your address and postcode;
gender;
date of birth, age and/or age range;
information about any device you have used to access our services or the websites or mobile applications of other companies in our group or the Wi-fi service at Co-op Live (such as your device’s make and model, device identifier, operating system, browser, MAC address or IP address);
information about the pages or sections you have visited on the websites or mobile applications provided by us, the other companies in our group, including the pages or sections you visited, the website or mobile application you were referred from, and when you visited or used them;
information about the services we provide to you (including for example, what we have provided to you, when and where and, if applicable, how much you paid);
any information that you provide to us in the context of a job application, including educational history and previous experience;
whether you are a Co-op group member, what live experiences you like and what enhances your experience;
bank account details, payment card information, and information from credit reference agencies;
location data (for example, if you use Wi-Fi at Co-op Live or our App, we will record the dates and times you visited Co-op Live and which parts of Co-op Live you visited);
your account login details, including your user name and password;
information you provide to us with when you contact us by phone, email, post, or when you communicate with us via social media;
information you provide to us about your health (for example when you are buying tickets for wheelchair accessible spaces, when you request a sign language interpreter, or when we are investigating an accident which may have happened at Co-op Live or health related data (such as allergies) that we require for the purposes of providing you with hospitality services);
your vehicle registration number (when you use our car parks or access Co-op Live back of house areas in a vehicle);
CCTV images when you visit Co-op Live and areas adjacent to Co-op Live;
information about electronic communications you receive from us, including whether that communication has been opened and if you have clicked on any links within that communication;
answers you provide when you respond to competitions, votes and surveys;
your identity, public profile, follows and likes from a social network such as Facebook (this may include your employment or education information if you include it in your public profile);
information from specialist market research companies who provide us with additional personal data about you and your household such as income, number of children, occupation, social grade, home ownership status, the products and services you use or intend to use or purchase, and your interests; and
if your company is one of our suppliers or sponsors, your business contact details (including your email address or other contact details and job role); and
other personal data which you may disclose to us when you use our services at any time.

Some of this personal data is required in order for us to be able to satisfy your requests or provide our services to you. For example, we need your email address in order to be able to send you our email communications about the event you are attending. Other items may simply be needed to ensure that our relationship can run smoothly. For example, by knowing your name. Please see section 4 below for more details.

3. How we collect your personal data

Directly/indirectly via our third party service providers

We collect personal data from you directly (or indirectly via our third party providers who facilitate our service offering to you, e.g. the operator of the App, hospitality portal and our CRM system) when you:

sign up to receive email communications from us;
email or otherwise contact us directly;
contact us in relation to a job opportunity (including via our Site using the "Apply for this job" link);
attend, one of our events at Co-op Live;
request services via our hospitality portal;
provide services to us;
your company signs up to become a Co-op Live partner via our Site / App using the "Become a Partner" form;
enter one of our competitions, prize draws and/or surveys;
enquire about our premium experiences via our Site using the "Premium Enquiry Form" or the App;
visit and browse our Site / App;
upload content to our Site / App;
mention or interact with us on social media (for example by following/mentioning/tagging us or by contacting us directly);
provide us with feedback about any services we provide;
report a problem with our Site / App or any services we provide;
enter into a contract with us; or
visit Co-op Live (e.g. CCTV images).

Indirectly from other third parties

Once you have purchased a ticket via Ticketmaster (or any other provider which may be appointed by us, artists or event organisers to sell tickets to you for events at Co-op Live) (“Ticketing Providers”) we will be provided with details of your order (including your personal data). We may also obtain your data from third parties who have used Ticketing Providers to purchase tickets on your behalf (e.g. on a bulk buy basis or tickets purchased by a business on behalf of its employees and/or guests).

We might also obtain your personal data through your use of social media such as Facebook, WhatsApp, Twitter, LinkedIn, Instagram, Snapchat or other social media. This will depend on your settings or the privacy policies of these social media and messaging services. To change your settings on these services, please refer to their privacy notices, which will tell you how to do this.

We also gather information via specialist market research companies, who provide us with additional personal data about you and your household.

Personal data that is passively or automatically collected

We may also collect data about your use of our Site, App and your access to our email communications through the use of internet server logs, cookies and/or tracking pixels. A web server log is a file where website activity is stored. Please find a link to our cookies policy here.

We may also use these automated technologies to collect and analyse other information related to the devices you use to access the our Site, App and emails, such as IP addresses, browser types, browser language, operating system used, the domain name of your internet service provider, unique device identifiers, and other information about your computer(s) and/or mobile device(s). These automated technologies may also collect information on the sites you have visited before and after you visit our Site, App and the advertisements you have accessed, seen, forwarded, and/or clicked on. As we adopt additional technologies, we may also gather additional information through other methods.

We may also combine any personal data about you that we receive from you, from other companies in our group, and from third-parties in order to create marketing profiles. Marketing profiles include personal data such as information about services you have used or purchased previously, information about when you have visited Co-op Live in the past and which parts of the building you visited or events you attended, demographic data and data from your social media profiles. We conduct these automated decision-making and profiling activities for our legitimate interests in providing the services and ensuring they operate in a commercially suitable way which is tailored to your use and interests.

We may also process your personal data in the form of video or audio recordings via our CCTV if you visit Co-op Live.

4. How we use your personal data

Operation of Co-op Live

The main reason for us to use your personal data is in the operation of Co-op Live for example: (i) to process you purchase of tickets and ancillary services that we offer via Ticketing Providers, the App or hospitality portal; (ii) to enable you to attend one of our events at Co-op Live; (iii) to verify your identity for security purposes and to help us to ensure our customers are genuine and to prevent fraud; (iv) to ensure the security of our websites, mobile applications and other technology systems; (v) to search credit reference agencies before we provide you with credit; (vi) to record and investigate health and safety and other incidents which have happened or may have happened at Co-op Live or to help us to return lost property to its rightful owner; (vii) to manage access to specific areas of Co-op Live (for example, we will use lists of people and/or vehicles to allow us to manage access to backstage or VIP areas); (viii) for market research and statistical analysis and to analyse the use of our services so that we can improve them.

We may contact you with information about the services we are providing you with.

Email communications

We may also use your personal data in order to satisfy your request to subscribe to our email communications. These communications will provide you with information about Co-op Live, events being held and our Co-op Live partners / sponsors.

Targeted advertising

We may use your email address to identify your account on Facebook or other social media sites in order to show you Co-op Live content while using these services. No data we hold about you is retained by the third party.

We may also use your email address to identify other users of Facebook or other social media sites whom we believe would be interested in Co-op Live, and we may then show them Co-op Live content. Again, no data we hold about you is retained by the third parts. You can often opt out of this type of targeted advertising via the relevant social media site.

In addition, we may use your personal data for “geo-fence” marketing so that you receive marketing communications or see advertisements which are relevant to your location.

Recruitment

In relation to information you have provided to us in the context of a job application, we will use your personal data for recruitment purposes, including to assess your qualifications for a particular job or task.

Reviews, comments and feedback

We may use the reviews, comments and feedback that you (i) leave on our Site / App or (ii) submit in our advertising campaigns, such as in press and digital advertising or (iii) otherwise provide to us, for our own advertising purposes (e.g. in our email marketing or on our Site / App to highlight positive feedback).

Competitions

We may process your personal data to enable you to partake in a prize draw or competition or surveys. If you win a competition, we may publicly post some of your data on our website or mobile application (for example acceptance of a prize may also require you (unless prohibited by law) to allow us to post publicly some of your personal data such as on a winners page). However, we will not post your data publicly without your express consent.

Administrative or business purposes

We may process your personal data for administrative or business purposes including keeping financial records e.g. to charge, invoice or refund customers or where you contact us for a particular reason other than those set out above, such as to report problems with our Site / App.

Engaging suppliers

We may process your personal data to enable us to manage our relationship with, and receive services from, our suppliers.

CCTV

We use CCTV in Co-op Live for the safety of our staff, our customers and our venue, and to identify and prevent crimes at the venue and to count the numbers of people who visit Co-op Live and to analyse flows of people around the building for safety and commercial purposes.

Aggregated Data

We will collect and aggregate on an anonymous basis information about you, your spending and use of our services with information about other users of the services in order to identify trends (“Aggregated Data”). We may pass Aggregated Data to the third parties referred to in the section below, such as partners, to give them a better understanding of our business and to bring you a better service. Aggregated Data will not contain information from which you may be personally identified.

5. Legal bases for us processing your data

There are a number of different ways that we are lawfully able to process your personal data. We have set these out below.

Where you give us your consent to process your personal data

In order to be valid:

You have to give us your consent freely, without us putting you under any type of pressure;
You have to know what you are consenting to – so we’ll make sure we give you enough information;
You should only be asked to consent to one processing activity at a time – we therefore avoid “bundling” consents together so that you don’t know exactly what you’re agreeing to; and
You need to take positive and affirmative action in giving us your consent – as part of our sign-on process, we ask you to tick a box giving consent.

You have the right to withdraw your consent to our processing of your personal data at any time. Details of how to do so can be found in section 11 below.

Where processing your data is within our legitimate interests

We are allowed by law to process your personal data where it is necessary for the purposes of the legitimate interests pursued by us or by a third party, except where such interests are overridden by your interests or fundamental rights or freedoms which require protection of personal data.

We believe that our use of your personal data is within a number of our legitimate interests, including but not limited to:

to promote and develop our brand and business by encouraging users to visit our Site or App, interact with our brand and buy our services;

to help us understand our audience better and provide better, more relevant services to our customers;

to ensure that our service runs smoothly;
to support our recruitment and human resources function, consider whether to offer employment to you and double check any information you’ve given us (such as the results from psychometric evaluations or skills tests);
to help us keep our systems secure and prevent unauthorized access or cyber attacks;
to drive commercial value for the benefit of our shareholders;
to manage our relationship with you and enable us to provide you with our services;
to enable us to receive services that are required by us in the operation of Co-op Live from our suppliers; and
to ensure the safety of and prevention of any crimes committed against our staff, our customers and our venue.

We don’t think that any of our activities prejudice you in any way. However, you do have the right to object to us processing your personal data on this basis. We have set out details regarding how you can go about doing this in section 11 below.

Where processing is necessary for us to carry out our legal obligations

In the event of any criminal investigations, we may be required by law, to share the data captured with the relevant authorities.

We also have other legal obligations that we need to comply with and we are allowed to use your personal data when we need to in order to comply with those other legal obligation.

Where processing is necessary to enable us to carry out our obligations to you under any contract.

If you have entered into a contract with us and the performance of our obligations under that contract requires us to process your personal data, we are permitted to do so e.g. if you enter into a contract with us for the provision of hospitality services we will need to process your contact details to liaise with you about the provision of such services.

6. International data transfers

We want to make sure that your personal data is stored and transferred to third parties in a way which is secure. We will therefore only transfer data outside of the UK or the European Economic Area (i.e. the Member States of the European Union, together with Norway, Iceland and Liechtenstein) where it is compliant with data protection legislation and the means of transfer provides adequate safeguards in relation to your data, for example:

By way of the UK addendum with the current EU standard contractual clauses adopted by the European Commission; or
By way of the UK international data transfer agreement; or
By transferring your data to a country that has been found to provide adequate protection by the UK Government; or
Where you have consented to the data transfer.

7. Who do we share your personal data with?

We share your personal data with other members of the Oak View Group, and each of their respective group companies, divisions, affiliated entities and business units.

Where you have provided your consent for us to do so, we may also share your personal data with our partners and sponsors so that they may contact you to offer products, services and promotions which we believe you may be interested in.

We may need to share personal data with our service providers who help us to prepare and send you our communications or provide services to you. However, we do not authorise these organisations to use your personal data for their own purposes and take care to ensure that they keep your personal data secure, and delete it when it is no longer needed.

We may also share your personal data:

with regulators, law enforcement or fraud prevention agencies, as well as our legal advisers, courts, the police and any other authorised law enforcement bodies, for the purposes of investigating any actual or suspected criminal activity or other regulatory or legal matters etc.;

in the event that we consider selling or buying any business or assets, to any prospective sellers or buyers of such business or assets;

in the event of any insolvency situation (e.g. administration or liquidation);

if we, or substantially all of our assets, are acquired by a third party, in which case your personal data will be one of the transferred assets; or

to protect the rights, property or safety of our employees, workers, contractors, customers, or others. This includes exchanging your personal data with other companies and organisations (including without limitation the local police or other local law enforcement agencies) for the purposes of our employee, worker, contractor and customer safety, crime prevention, fraud protection and credit risk reduction.

8. How do we protect your personal data?

We care about protecting your personal data. That’s why we put in place appropriate security measures, including encryption techniques, which are designed to prevent any misuse of the data that you provide to us.

We cannot guarantee the security of your personal data when you transmit it to us. For example, if you email us your personal data, you should be aware that email is not a secure transmission method. As such, you acknowledge and accept that we cannot guarantee the security of your personal data transmitted to us and that any such transmission is at your own risk. Once we have received your personal data, we will use strict procedures and security features to prevent unauthorised access.

Where we have given you (or where you have chosen) a password which enables you to access one of our services, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

If you suspect any misuse, loss, or unauthorised access to your personal data please let us know immediately using the contact details set out in section 12 below. We will investigate the matter and update you as soon as possible on next steps.

9. How long do we keep your personal data for?

We will not keep your personal data for longer than is necessary.

In relation to personal data used for the purpose of providing you with email updates you have requested or responding to any questions or comments that you send us directly, this means that we will keep your personal data for the length of time for which we are providing you with email communications.

In relation to job applications, we will keep a copy of your personal data on file in order that we may contact you in the future in relation to job opportunities that we think might be suitable. We will not hold your personal data for longer than is reasonable for this purpose.

If you contact us to unsubscribe from our email communications we will include you in our unsubscribe list and will not send you any further email communications. If you ask us to remove your personal data from our database, we will delete your personal data unless we believe that we are required by law to keep the data (for example, because of a request by a tax authority or in connection with any anticipated litigation).

In relation to CCTV footage, we will keep recorded CCTV footage at Co-op Live for no longer than three months, unless we are required to retain it for longer (for example, if we are investigating an incident, or have been asked to retain specific CCTV footage for a longer period by government or law enforcement officials)

In relation to all other processing activities set out in this Privacy Notice, we will retain your personal data for as long as we need it in connection with our relationship with you. There may also be circumstances where we need to retain your personal data for longer than our relationship with you in order to comply with applicable laws.

10. Third-party websites

Our Site / App may, from time to time, contain links to third-party websites. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for the ways in which personal data is processed on such websites. Please check the relevant policies before you submit any personal data to these websites.

In some instances, a third party may operate or host a competition on our website or mobile application, and collect your personal data. In those cases, where we are not the operator or host of the competition, we have no control over the personal data collected and accordingly urge you to review the third party’s privacy policy before participating.

11. Your rights

The law provides that you have various rights in relation to the personal data that we hold about you. We have described these rights below.

Right to object You have the right to object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground. You also have the right to object where we are processing your personal data for direct marketing purposes.

Right to withdraw consent Where you have consented to us processing your personal data (for example, to send you email updates), you may withdraw this consent at any time by contacting us using the contact details set out in section 12 below. If you withdraw your consent then we will not be able to continue to process your personal data (e.g. send you our email updates).

Right of access You may ask us to confirm what personal data we hold about you at any time, and request that we modify, update or delete such information. If we provide you with access to the personal data we hold about you, we will not charge you for this unless your request is “manifestly unfounded or excessive”. If you request further copies from us, we may charge you a reasonable administrative cost. Where we are legally permitted to do so, we may refuse your request. If we refuse your request we will always tell you the reasons for doing so.

Right to be forgotten You have the right to request that we “erase” your personal data in certain circumstances..

We would only be entitled to refuse to comply with your request in certain limited circumstances. For example, to enable us to exercise or defend a legal claim.

Right to restrict processing You have the right to request the restriction of processing of your personal data. This enables you to ask us to suspend the processing of personal data about you, for example if you want us to establish its accuracy or the reason for processing it.

Right to rectification You also have the right to request that we rectify any inaccurate or incomplete personal data that we hold about you.

Right of data portability In certain circumstances you may have the right to transfer your personal data between organisations. In effect, this means that you may be able to transfer the details we hold on you to a third party. In order to exercise this right, you will need to contact us using the contact details set out in section 12 below.

We will endeavour to respond to your request within a reasonable period and in any event within one month of our receipt of the request, although we need to extend this time period where it is particularly difficult to comply with your request.

Right to lodge a complaint with a supervisory authority You also have the right to make a complaint to your local supervisory authority which is the Information Commissioner’s Office.

You can contact them in the following ways:

Phone: 0303 123 1113
Email: casework@ico.org.uk
Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

If you would like to exercise any of these rights, please contact us using the details set out in section 12 below. Please note that we may keep a record of your communications to help us resolve any issues which you raise.

12. Contact us

We are responsible for processing your personal data. If you have any comments or suggestions concerning this Privacy Notice please contact us using the details set out below. We take privacy seriously and will get back to you as soon as possible.

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