Privacy Policy

1. Introduction

SeatPulse ("SeatPulse," "we," "us," or "our") operates a ticket marketplace that connects buyers with verified ticket brokers. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you visit our website at seatpulse.com (the "Site") and use our services (collectively, the "Services").

By accessing or using our Services, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with our practices, please do not use our Services.

2. Information We Collect

2.1 Personal Information You Provide

When you create an account, place an order, or contact us, we may collect:

• Account information: name, email address, and password (encrypted)
• Contact information: phone number, billing and shipping address
• Order information: ticket selections, event details, delivery preferences
• Communications: messages you send through our order messaging system, customer support inquiries

2.2 Payment Information

Payment details (credit/debit card numbers, bank account information) are collected and processed directly by our payment processor, Stripe. We do not store your full payment card details on our servers. We may receive limited information from Stripe, such as the last four digits of your card, card type, and expiration date, for order management purposes.

2.3 Usage Data

We automatically collect certain information when you interact with our Services, including:

• Browsing activity: pages viewed, events browsed, search queries, filters applied
• Interaction data: add-to-cart actions, checkout starts and completions, purchases, shares
• Session information: session identifiers, referral source, time spent on pages

2.4 Device and Location Data

• Device information: browser type and version, operating system, device type, screen resolution
• Network information: IP address, internet service provider
• Location data: approximate location derived from your IP address (country, region, and city level only). We do not collect precise GPS location data.

3. How We Use Your Information

We use the information we collect for the following purposes:

• Providing our Services: processing ticket orders, facilitating delivery between brokers and buyers, managing your account
• Payment processing: completing transactions, processing refunds, preventing fraud
• Communication: sending order confirmations, delivery updates, responding to support inquiries, facilitating order-specific messaging between you and our team
• Improving our Services: analyzing usage patterns, understanding user preferences, optimizing the browsing and purchasing experience
• Analytics: generating aggregate statistics on events popularity, conversion rates, and marketplace performance
• Security: detecting and preventing fraud, unauthorized access, and other malicious activity
• Legal compliance: fulfilling our legal obligations, enforcing our terms, resolving disputes

4. Legal Basis for Processing

We process your personal information based on the following legal grounds:

• Contract performance: processing is necessary to fulfill our contract with you when you place an order or create an account
• Legitimate interests: processing is necessary for our legitimate business interests, such as fraud prevention, service improvement, and analytics, where those interests are not overridden by your rights
• Consent: where we rely on your consent (e.g., for marketing communications or optional cookies), you may withdraw consent at any time
• Legal obligation: processing is necessary to comply with applicable laws and regulations

5. Information Sharing

We do not sell your personal information. We may share your information in the following circumstances:

5.1 Ticket Brokers

When you purchase tickets, we share necessary order and delivery information with the verified ticket broker fulfilling your order. This may include your name, email address, phone number, and shipping address, depending on the delivery method selected (Mobile Transfer, PDF, or Paper delivery).

5.2 Service Providers

We share information with third-party service providers who perform services on our behalf, as described in Section 6 below.

5.3 Legal Requirements

We may disclose your information if required by law, regulation, legal process, or governmental request, or when we believe disclosure is necessary to protect our rights, your safety, or the safety of others.

5.4 Business Transfers

In the event of a merger, acquisition, or sale of all or a portion of our assets, your personal information may be transferred as part of that transaction. We will notify you via email or prominent notice on our Site of any such change.

6. Third-Party Services

We use the following third-party services to operate our platform. Each service provider is contractually obligated to protect your data:

7. Cookies and Tracking Technologies

We use cookies and similar tracking technologies to collect usage data, remember your preferences, and improve your experience. Our analytics system tracks events such as page views, searches, cart actions, and purchases, storing this data in our database with associated session identifiers and approximate location data.

For detailed information about the types of cookies we use, how to manage your preferences, and how to opt out of non-essential cookies, please refer to our Cookie Policy.

8. Data Retention

We retain your personal information for as long as necessary to provide our Services and fulfill the purposes described in this policy, unless a longer retention period is required or permitted by law. Specifically:

• Account data: retained for as long as your account is active. You may request account deletion at any time.
• Order data: retained for a minimum of 7 years for tax and legal compliance purposes.
• Analytics data: aggregated and anonymized after 24 months. Raw analytics events with session identifiers are retained for up to 12 months.
• Support communications: retained for 3 years after the last interaction for quality assurance and dispute resolution.

When your data is no longer needed, we securely delete or anonymize it in accordance with our data retention schedule.

9. Your Rights

Depending on your location, you may have the following rights regarding your personal information:

• Access: request a copy of the personal information we hold about you
• Correction: request correction of inaccurate or incomplete information
• Deletion: request deletion of your personal information, subject to certain exceptions (e.g., legal retention requirements)
• Portability: request a copy of your data in a structured, machine-readable format
• Opt-out: opt out of marketing communications at any time by clicking the unsubscribe link in our emails or contacting us
• Restriction: request restriction of processing in certain circumstances
• Objection: object to processing based on legitimate interests

To exercise any of these rights, please contact us at privacy@seatpulse.com. We will respond to your request within 30 days.

You may also delete your account directly from the Account Settings page in your dashboard.

10. California Privacy Rights (CCPA)

If you are a California resident, the California Consumer Privacy Act (CCPA) provides you with additional rights regarding your personal information:

• Right to Know: you have the right to request information about the categories and specific pieces of personal information we have collected about you, the categories of sources, the business purpose for collecting it, and the categories of third parties with whom we share it.
• Right to Delete: you have the right to request deletion of personal information we have collected from you, subject to certain exceptions.
• Right to Opt-Out of Sale: we do not sell your personal information. If this changes, we will provide a "Do Not Sell My Personal Information" link on our Site.
• Right to Non-Discrimination: we will not discriminate against you for exercising any of your CCPA rights.

Categories of information collected in the past 12 months: identifiers (name, email, phone, IP address), commercial information (order history, transaction data), internet activity (browsing history, search queries, interaction data), and geolocation data (approximate location from IP address).

To submit a CCPA request, contact us at privacy@seatpulse.com or call us at the number listed in the Contact Us section. We will verify your identity before processing any request.

11. European Privacy Rights (GDPR)

If you are located in the European Economic Area (EEA), United Kingdom, or Switzerland, you have the following additional rights under the General Data Protection Regulation (GDPR):

• Right of access: obtain confirmation of whether we process your personal data and request a copy
• Right to rectification: correct inaccurate personal data or complete incomplete data
• Right to erasure: request deletion of your personal data under certain conditions
• Right to restriction: request restriction of processing under certain conditions
• Right to data portability: receive your personal data in a structured, commonly used, machine-readable format
• Right to object: object to processing based on legitimate interests, including profiling
• Right to withdraw consent: withdraw consent at any time where processing is based on consent

You also have the right to lodge a complaint with your local data protection authority if you believe we have not complied with applicable data protection laws.

To exercise your GDPR rights, contact our privacy team at privacy@seatpulse.com. We will respond within 30 days of receiving your verified request.

12. International Data Transfers

Your information may be transferred to and processed in countries other than your own. Our service providers, including Supabase, Stripe, Vercel, Intercom, and Trustpilot, may process data in the United States and other jurisdictions.

When we transfer personal data from the EEA, UK, or Switzerland, we ensure appropriate safeguards are in place, such as:

• Standard Contractual Clauses (SCCs) approved by the European Commission
• Transfers to countries recognized as providing adequate data protection
• Other legally recognized transfer mechanisms under applicable data protection laws

13. Children's Privacy

Our Services are not directed to individuals under the age of 13. We do not knowingly collect personal information from children under 13. If you are a parent or guardian and believe your child has provided us with personal information, please contact us at privacy@seatpulse.com, and we will take steps to delete such information promptly.

14. Data Security

We implement appropriate technical and organizational security measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. These measures include:

• Encryption of data in transit (TLS/HTTPS) and at rest
• Secure password hashing through our authentication provider
• Row-level security policies on our database
• Regular security reviews of our infrastructure and service providers
• Access controls limiting employee access to personal data on a need-to-know basis

While we strive to protect your personal information, no method of transmission over the Internet or electronic storage is completely secure. We cannot guarantee absolute security.

15. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will:

• Update the "Last updated" date at the top of this policy
• Notify you by email or prominent notice on our Site prior to the changes taking effect

We encourage you to review this policy periodically to stay informed about how we protect your information.

16. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us: