About us
viagogo Entertainment Inc., viagogo AG, StubHub, Inc. (“StubHub”) and their affiliates (collectively, “we” or “us”) respect your privacy. We want you to be informed and empowered with respect to your privacy when you use our services. Please read this Privacy Policy carefully. Together with our User Agreement and the Cookies Policy, this Privacy Policy sets out our views and practices regarding your personal information and the rights you have in relation to your personal information. This Privacy Policy describes our practices in connection with information that we collect through:
Collectively, we refer to the Websites, Apps, Social Media Pages, emails, and offline business interactions as the “Services.”
The data controller of your personal information is StubHub Inc. of 1209 Orange Street, Corporation Trust Center, Wilmington, DE 19801, USA and viagogo AG of Rue Du Commerce 4, 1204 Geneva, Switzerland. We use your information as further explained in this Privacy Policy. We do so jointly with viagogo Entertainment Inc. of 1209 Orange Street, Wilmington DE 19801, USA.
The representative in the European Union (EU) for StubHub, viagogo AG and viagogo Entertainment Inc. is VGL Support Services Ireland Limited, and for further information about our use of your personal information, or your rights under data protection law, please contact us via [email protected]. Note: we won't respond to emails sent to this email address that are not related to your privacy rights. For other enquiries, please contact customer services here.
If you are a California resident, please see our California Consumer Privacy Act (CCPA) Privacy Policy for more information about how we handle your personal information and how to exercise your rights under the CCPA.
What information do we collect?
We may collect and process the following information about you:
Information you give us. You may give us information when you register with our Services or by communicating with us by phone, email, social media or otherwise. This includes information you provide when you create a customer account, use our services, provide us with identification information required to verify your identity or in connection with the issue of your tickets, provide us with feedback, participate in surveys, when you report a problem with our Services, in the context of promotions (including prize draws), when you participate in a community board discussion chat, or when you otherwise correspond with us.
Information we collect about you based on your use of our Services, including:
Physical Location. We may use your device’s physical location to provide you with personalized location-based services and content. We may also share your device’s physical location, combined with information about what advertisements you viewed and other information we collect, with our marketing partners to enable them to provide you with more personalized content and to study the effectiveness of advertising campaigns. In some instances, you may be permitted to allow or deny such uses and/or sharing of your device’s location, but if you do, we and/or our marketing partners may not be able to provide you with the applicable personalized services and content.
Information collected from cookies. We and our service providers collect information about your use of our Services using cookies. For information about our use of cookies and how to decline them or turn them off please read our Cookies Policy.
Information we receive from other sources. We work closely with third parties including, for example, our fraud prevention providers and email address / telephone number verification service providers. We may receive information about you from these third parties to verify information you provide to us which helps us to identify suspicious or unusual transactions.
We need to collect Personal Information in order to provide the requested Services to you. If you do not provide the information requested, we may not be able to provide the Services. If you disclose any Personal Information relating to other people to us or to our service providers in connection with the Services, you represent that you have the authority to do so and to permit us to use the information in accordance with this Privacy Policy.
How do we use your information?
We and our service providers use personal information for the following purposes:
We will engage in these activities to manage our contractual relationship with you and/or to comply with a legal obligation.
We will engage in this activity with your consent or where we have a legitimate interest.
We will provide personalized services based on our legitimate interests, and with your consent to the extent required by applicable law.
We use this information to manage our contractual relationship with you.
We engage in these activities to manage our contractual relationship with you, to comply with a legal obligation, and/or based on our legitimate interest.
We also use technology to help validate your transactions and keep our service safe
We employ technology to analyse transactions you enter into against the information we collect from you or from third parties about you, such as from where you ordinarily use our service, at what times, and other characteristics specific to how you use our services. The technology is aimed to help us identify unusual or suspicious transactions in order to detect and prevent fraud. This means that an attempted transaction may be marked as suspicious, unusual or otherwise out of the ordinary, as a result of which your transaction may be declined. Where you are encountering that your validly executed transaction is declined, you can always contact customer service who will help you validate your current and futures transactions.
If you have any questions about our tool and how it relates to any of your personal information processed, you can contact us via [email protected].
Third Party Advertising
We use third-party advertising companies to serve advertisements regarding goods and services that may be of interest to you when you access and use the Services and other websites or online services. You may receive advertisements based on information relating to your access to and use of the Services and other websites or online services on any of your devices, as well as on information received from third parties.
Other uses and disclosures of information
We also use and disclose your personal information as necessary or appropriate, in particular when we have a legal obligation or legitimate interest to do so:
How do we transfer your information?
Your personal information may be stored and processed in any country where we have facilities or in which we engage service providers, and by using the Services you understand that your information will be transferred to countries outside of your country of residence, including the United States, which may have data protection rules that are different from those of your country. In certain circumstances, courts, law enforcement agencies, regulatory agencies or security authorities in those other countries may be entitled to access your personal information.
Some countries outside of the European Economic Area (the “EEA”) are recognized by the European Commission as providing an adequate level of data protection according to EEA standards (the full list of these “specified countries” is available here). The UK and Switzerland recognize the EEA and the specified countries as providing an adequate level of data protection according to UK and Swiss standards. For transfers from the EEA, the UK or Switzerland to countries not considered adequate by the European Commission, the Swiss government or the UK government (as applicable), we have put in place adequate measures where necessary, such as the standard contractual clauses adopted by the relevant authority to protect your personal information. You may obtain a copy of these measures by contacting us in accordance with the “Contacting Us” section below.
How long do we keep your information?
We retain personal information for as long as needed or permitted in light of the purpose(s) for which it was obtained and consistent with applicable law. The criteria used to determine our retention periods include:
Sensitive information
Unless we request it, we ask that you not send us, and you not disclose, any sensitive personal information (e.g., social security numbers, information related to racial or ethnic origin, political opinions, religion or other beliefs, health, biometrics or genetic characteristics, criminal background, or trade union membership) on or through the Services or otherwise to us.
Security
We seek to use reasonable organizational, technical and administrative measures to protect personal information within our organization. Unfortunately, no data transmission or storage system can be guaranteed to be 100% secure. If you have reason to believe that your interaction with us is no longer secure, please immediately notify us in accordance with the “Contacting Us” section below.
Third Party Payment Service
The Services may provide functionality allowing you to make payments to us using third-party payment services with which you have created your own account. When you use such a service to make a payment to us, your personal information will be collected by such third party and not by us, and will be subject to the third party’s privacy policy, rather than this Privacy Policy. We have no control over, and are not responsible for, this third party’s collection, use, and disclosure of your personal information.
Third Party Services
This Privacy Policy does not address, and we are not responsible for, the privacy, information, or other practices of any third parties, including any third party operating any website or service to which the Services link. The inclusion of a link on the Services does not imply endorsement of the linked site or service by us or by our affiliates.
In addition, we are not responsible for the information collection, use, disclosure, or security policies or practices of other organizations, such as Facebook, Apple, Google, Microsoft, RIM, or any other app developer, app provider, social media platform provider, operating system provider, wireless service provider, or device manufacturer, including with respect to any personal information you disclose to other organizations through or in connection with the Apps or our Social Media Pages.
Use of services by minors
The Services are not directed to individuals under the age of sixteen (16), and we do not knowingly collect personal information from individuals under 16.
Your privacy rights and choices
If you no longer want to receive marketing-related emails from us on a going-forward basis, you may opt-out by selecting the ‘unsubscribe’ option in the marketing communications we send or at any time by changing your account preferences. Please note that if you opt out of receiving marketing-related emails from us, we may still send you important administrative messages, from which you cannot opt out.
If you no longer want to receive SMS/text messages from us on a going-forward basis, you may opt out by contacting [email protected].
If you would like to request to access, correct, update, suppress, restrict, or delete personal information, object to or opt out of the processing of personal information, or if you would like to request to receive a copy of your personal information for purposes of transmitting it to another company (to the extent these rights are provided to you by applicable law), you may contact us at [email protected]. We will respond to your request consistent with applicable law.
In your request, please make clear what personal information you would like to have changed or whether you would like to have your personal information suppressed from our database. For your protection, we may only implement requests with respect to the personal information associated with the particular email address that you use to send us your request, and we may need to verify your identity before implementing your request. We will try to comply with your request as soon as reasonably practicable.
Please note that we may need to retain certain information for recordkeeping purposes and/or to complete any transactions that you began prior to requesting a change or deletion (e.g., when you make a purchase or enter a promotion, you may not be able to change or delete the personal information provided until after the completion of such purchase or promotion).
If you would like to update personal information that you have provided to us, you may do so by updating your registered account with us.
Pursuant to California Business & Professions Code section 22581, if you are a resident of California, under 18, and a registered user of the Services, you may ask us to remove content or information that you have posted to the Services by writing to [email protected]. Please note that your request does not ensure complete or comprehensive removal of the content or information, as, for example, some of your content may have been reposted by another user.
Updates to this privacy policy
The “LAST UPDATED” legend at the top of this Privacy Policy indicates when this Privacy Policy was last revised. Any changes will become effective when we post the revised Privacy Policy on the Services.
Additional information regarding the EEA
If you are based in the EEA and not satisfied with our response to your complaint or believe our processing of your information does not comply with data protection law, you can make a complaint to the Office of the Data Protection Commissioner at Canal House, Station Road, Portarlington, Co. Laois R32 AP23, Ireland. Tel: +353 (0761) 104 800 or on its website at www.dataprotection.ie.
CALIFORNIA CONSUMER PRIVACY ACT
PRIVACY POLICY
Pursuant to the California Consumer Privacy Act of 2018 (“CCPA”), StubHub, Inc. is providing the following details regarding the categories of Personal Information that we collect, use, and disclose about California residents. This CCPA Privacy Policy does not apply to our job applicants, employees, contractors, owners, directors, or officers where the Personal Information we collect about those individuals relates to their current, former, or potential role with us. Under the CCPA, “Personal Information” is information that identifies, relates to, or could reasonably be linked with a particular California resident or household.
No Sale of Personal Information
We do not sell Personal Information and have not sold Personal Information within the preceding 12 months, as “sale” is defined in the CCPA. We do not sell the Personal Information of minors under age 16.
Collection and Disclosure of Personal Information
The following chart details which categories of Personal Information we plan to collect, as well as the categories of Personal Information we have collected and disclosed for our operational business purposes in the preceding 12 months. We collect this Personal Information from you and your devices, as well as from our corporate affiliates, publicly available databases, other StubHub customers, credit agencies (as allowed by applicable laws), and social media sites.
| Categories of Personal Information | Disclosed to Which Categories of Third Parties for Operational Business Purposes |
| Identifiers, such as name, contact information, IP address and other online identifiers |
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| Personal information, as defined in the California customer records law, such as government-issued ID number (e.g., your tax identification number when you register for an account with us), and financial information such as payment card number |
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| Characteristics of protected classifications under California or federal law, such as age and gender |
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| Commercial information, such as transaction information and purchase history |
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| Internet or network activity information, such as browsing history and interactions with our website Geolocation data, such as device location and approximate location derived from IP address. |
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| Geolocation data, such as device location and approximate location derived from IP address. |
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| Audio, electronic, visual, similar information, such as photographs and call recordings |
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| Inferences drawn from any of the Personal Information listed above to create a profile about, for example, an individual’s preferences and characteristics |
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Use of Personal Information
We use Personal Information to operate, manage, and maintain our business, to provide our products and services, and to accomplish our business purposes and objectives, including, for example, to: develop, improve, repair, and maintain our products and services; personalize, advertise, and market our products and services; conduct research, analytics, and data analysis; maintain our facilities and infrastructure; undertake quality and safety assurance measures; conduct risk and security control and monitoring; detect and prevent fraud; perform identity verification; perform accounting, audit, and other internal functions, such as internal investigations; comply with law, legal process, and internal policies; maintain records; and exercise and defend legal claims.
Rights and Requests
If you are a California resident, you have the right to make the following requests:
(1) Request to Know
You may request that we disclose to you the following information covering the 12 months preceding your request:
(2) Request to Delete
You may request that we delete Personal Information we collected from you.
To make a Request to Know or a Request to Delete, you may contact us via 1.866.788.2482 or [email protected]. Registered StubHub users may contact us through their account or by visiting our Help Center.
We will verify and respond to your request consistent with applicable law, taking into account the type and sensitivity of the Personal Information subject to the request. We may need to request additional Personal Information from you, such as email address, state of residency, or mailing address, in order to verify your identity and protect against fraudulent requests. If you maintain a password-protected account with us, we may verify your identity through our existing authentication practices for your account and require you to re-authenticate yourself before disclosing or deleting your Personal Information. If you make a Request to Delete, we may ask you to confirm your request before we delete your Personal Information.
You have the right to be free from unlawful discrimination for exercising your rights under the CCPA. You have the right to be informed, at or before the point of collection, of the categories of Personal Information to be collected from you and the purposes for which that Personal Information will be used.
Authorized Agents
If you want to make a request as an authorized agent on behalf of a California resident, you may use the submission methods noted above. As part of our verification process, we may request that you provide, as applicable, proof concerning your status as an authorized agent, which also may include:
If you are making a Request to Know or a Request to Delete on behalf of a California resident and have not provided us with a power of attorney from the resident pursuant to Probate Code sections 4121-4130, we may also require the resident to:
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