Privacy policy

At Tickazilla, we respect your privacy and are committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store and share personal information when you visit our website, create an account, make an enquiry or book our products and services. It also explains your rights and how to contact us about your personal information.

Tickazilla is the trading name of Football Encounters UK Ltd, registered in England and Wales under company number 04500142.

Football Encounters UK Ltd is the data controller responsible for the personal information we process in connection with our services.

For privacy enquiries, requests or complaints, please contact us at support@tickazilla.com

The personal information we collect depends on the products and services you book and pay for, and the requirements of the relevant event organiser, ticket supplier or accommodation provider.

This may include your name, contact details, billing address, booking information, date of birth, nationality, passport details, copies of identity documents and other information necessary to arrange and fulfil your booking.

Where you book on behalf of other spectators or guests, we may also collect their personal information from you.

Not all information is required for every booking. We only request additional details where relevant to the service or the requirements of the supplier.

If information necessary to arrange or fulfil a booking is not provided, we may be unable to provide the relevant service.

We may also collect information when you create an account, contact our customer support team or use our website.

We use your personal information to manage customer accounts, respond to enquiries, process payments, arrange and fulfil bookings, and provide customer support.

We may also use your information to communicate important booking updates, process refunds, resolve complaints or disputes, prevent fraud, maintain financial records and improve our products and services.

The legal basis for using your information depends on the purpose. We process information to handle booking requests, fulfil our contracts with customers and meet legal obligations, including financial and accounting requirements.

Our legitimate business interests include supporting customers and their guests throughout the booking process, handling general enquiries, preventing fraud, resolving disputes and improving our services, while respecting your rights and interests.

We ask for your consent before sending promotional emails or retaining copies of identity documents for future bookings.

Card payments are processed securely through Stripe, our payment provider. Tickazilla does not store customers' card numbers or card security codes.

Stripe may retain payment information in accordance with its own security and privacy arrangements. Authorised Tickazilla staff can access relevant payment and transaction details through the Stripe dashboard for booking administration, refunds and customer support.

Customer and booking information is protected by appropriate security measures, with access restricted to authorised personnel who require it to fulfil your bookings and perform their duties.

We may share relevant personal information with event organisers, ticket suppliers, hotels and other booking partners, both within the United Kingdom and overseas, where necessary to arrange and fulfil your bookings.

We may also share information with payment providers, technology and communication service providers, accountants and professional advisers where necessary for our business operations.

We may disclose personal information to relevant authorities where required by law.

We limit the information shared to what is necessary for the relevant purpose.

We may communicate with customers by email, telephone, SMS text messages, WhatsApp and other communication channels to respond to enquiries, manage bookings and provide customer support.

We may retain relevant correspondence and messages to maintain accurate booking and customer service records.

Call recordings and voicemails

Some telephone calls to Tickazilla may be recorded by our telephone service providers for quality assurance, monitoring and customer service purposes.

Recordings and voicemails are retained in accordance with applicable provider arrangements and our operational requirements, and deleted when no longer necessary, unless longer retention is justified.

Marketing communications

We may send promotional emails to customers who have chosen to receive marketing communications when creating a Tickazilla account.

You can withdraw your consent at any time by using the unsubscribe link in our marketing emails or by contacting us at support@tickazilla.com.

You can also object at any time to the use of your personal information for direct marketing.

Customer reviews and feedback

Following an event or hotel stay, we will invite customers to share feedback about their experience through independent third-party review platforms.

We will share relevant customer contact and booking information with these platforms to arrange review invitations. Reviews submitted through third-party platforms are subject to their respective privacy policies.

We use cookies and similar technologies to operate our website, maintain booking sessions, analyse website performance and measure advertising effectiveness.

For further information about these technologies and your available choices, please see our Cookie Policy.

To arrange and fulfil bookings, we may share relevant personal information with event organisers, ticket suppliers, hotels and other service providers located outside the United Kingdom.

Where we share personal information with suppliers outside the United Kingdom, the applicable data-protection arrangements depend on the country and circumstances. These may include UK adequacy regulations, appropriate safeguards or a permitted legal exception.

For details of how your personal information is protected when shared with overseas suppliers, or to request a copy of any applicable safeguards, please contact us at support@tickazilla.com.

We keep personal information for as long as necessary for the purposes described in this Privacy Policy. Different types of information may be retained for different periods.

Customer accounts, booking records, enquiries and correspondence may be retained over the long term to support repeat bookings, customer service, financial and accounting records, legal obligations and the resolution of disputes.

When deciding how long to retain information, we consider its type and sensitivity, when you last used our services or contacted us, whether an account, booking, enquiry or dispute remains active, and any applicable legal or accounting requirements.

Call recordings and voicemails are retained in accordance with the relevant provider's arrangements. Any recordings or voicemails we retain separately are subject to the retention criteria described above.

Where passport copies or other identity documents are required for a booking, we retain them for as long as necessary. With your consent, we may also securely retain copies for future bookings. You may withdraw consent for this optional storage at any time by contacting us at support@tickazilla.com. We will then delete copies held solely for future bookings. Any copy still needed for an existing booking or a legal obligation will be retained only for that separate purpose.

We periodically review the information we hold and securely delete or anonymise personal information when it is no longer required.

Under data-protection law, you have the right to access the personal information we hold about you, request corrections, and ask us to delete or restrict the use of your information in certain circumstances.

You may also object to certain uses of your information, request its transfer where applicable, and withdraw your consent at any time where we rely on it. Some rights are subject to legal requirements and exceptions.

If you withdraw your consent, this will not affect how your personal information was lawfully used before you withdrew it.

To exercise your rights or raise a privacy complaint, please contact us at support@tickazilla.com.

We will review your request or complaint promptly. We aim to acknowledge privacy complaints within five working days of receipt, allowing for bank holidays and seasonal closures. We will investigate complaints appropriately and respond without undue delay, keeping you informed of progress.

You also have the right to raise concerns with the UK's Information Commissioner's Office (ICO) at www.ico.org.uk.

We may update this Privacy Policy from time to time to reflect changes to our services, business operations or legal requirements.

The latest version will always be available on our website. Where significant changes affect how we use your personal information, we will notify you where required by law.