Arts Alive Refund Policy
Arts Alive appreciates customers' commitment in booking early for events and recognises that changes of plan can occur. However due to the administrative work involved in refunding tickets, which involves our website, PayPal, the venue, and our own accounting system, we are really sorry but there can be no refunds on tickets purchased online, unless the event is cancelled. In the event of cancellation during the time of Coronavirus, if you feel able to donate the ticket money to Arts Alive and Flicks, it would be greatly appreciated.
Thank you for your understanding.
Arts Alive is committed to protecting your privacy. We will use the information that we collect about you in accordance with the Data Protection Act 1998, the Privacy and Electronic Communications Regulations 2003 and the General Data Protection Regulation (GDPR 2018).
Who we are
Arts Alive is a registered charity receiving funding from Arts Council England as a National Portfolio Organisation (NPO), and from Shropshire local authorities. The rest of our income comes from ticket sales, project grants, and a small amount of sponsorship and individual donations.
Arts Alive is a Charitable Incorporated Organistation (CIO), number 1182373 and is managed by a board of Trustees.
What information do we collect?
When you use our website, sign up to our e-newsletter, or contact us via email, writing, by phone or in person, you may provide us with personal information regarding you. This may include:
- your full name and title, date of birth - postal address, email address and phone number
We may collect and hold information about the contact you have with us as e.g.: a service user, audience member, performer, donor or supporter of Arts Alive, and may include details of:
- event attendance
- performances or workshops
- contact preferences
- payment details where applicable
- Gift Aid status
- details of correspondence sent to you, or received from you
- donor status
- interests and activities
- any other information provided by yourself at the request of Arts Alive
When we ask you to provide personal information, we will let you know why we are asking, and how we will use your data, by directing you towards this notice.
Arts Alive sends weekly e-newsletters to subscribers. We keep a record of the emails we send you, and we may track whether you receive or open them via Sparkpost so we can make sure we are sending you the most relevant information.
Any other email communication with you will be held in our email folders.
Like most websites, we receive and store certain details whenever you use the Arts Alive website. We use “cookies” to help us make our site – and the way you might use it – better. Cookies mean that a website will remember you and enable online transactions. It also helps us understand how you use our website, where we can make improvements and how best to tell our audiences about events they might be interested in.
Arts Alive conducts regular audience surveys, from which we may obtain personal or sensitive information about you, if you choose to give it. This information is used to gain a better understanding of our audiences, and is shared anonymously, without the personal information, with Audience Finder to build a national picture. Individual survey forms are stored securely until they are no longer needed, at which point they are destroyed. We may also obtain personal information about you from other sources, such as if a family member or friend contacts us on your behalf. We may combine information you provide to us with information available from external sources in order to gain a better understanding of our audiences, visitors and supporters to improve our fundraising and marketing methods. These sources include:
Third Party Organisations - Your information may be shared with us by independent fundraising sites like CAF Donate if you make a donation to Arts Alive, but only when you have indicated that you give your consent to hear from us.
You should check their Privacy Policies when you provide your information to understand fully how they will process your data.
Social Media - We use social media to broadcast messages and updates about events and news. On occasion we may reply to comments or questions you make to us on social media platforms. You may also see adverts from us on social media that are tailored to your interests.
Depending on your settings or the privacy policies of social media and messaging services like Facebook, Instagram or Twitter, you might give third parties (like Arts Alive) permission to access information from those accounts or services.
Information Available Publicly - This may include information found in places such as Companies House, your
biography on your work website or information that has been published in articles/ newspapers.
How we keep your details safe and secure.
Your personal data will be held and processed on Arts Alive systems or systems managed by suppliers on behalf of Arts Alive. We maintain a customer relationship management (CRM) system to hold contact details and a record of your interactions with Arts Alive, which may include ticket purchases, donations, memberships, queries, complaints and attendance at special events. Where possible we aim to keep a single record for each customer.
Your data is always held securely. Access to customer information is strictly controlled. The CRM 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.
We may need to disclose your details if required to the police, regulatory bodies or legal advisors.
We will only ever share your data in other circumstances if we have your explicit and informed consent.
How do we use this information?
We use this information to improve the service we give you for the purposes of evaluation, record-keeping and quality control, to provide you with information, or services that you request, or which we feel may interest you, and to notify you about changes to our services. We aim to be clear when we collect your data and not to do anything you wouldn’t reasonably expect.
If you sign up to the Arts Alive’s emailing list, we collect your email, name and postcode/region. Once you have subscribed, you can opt-out at anytime by contacting [email protected].
If you purchase a ticket from the Arts Alive website, the transaction is carried out using Paypal. Please read their Customer Purchase Policy.
We will pass your full name, address and email to the volunteer promoter in the village where the event is taking place, so that they can confirm your booking and contact you regarding the event if necessary.
If you make a donation to Arts Alive, CAF Donate will collect your name, contact details and your bank or credit card information so as to process the donation and/or claim Gift Aid.
Arts Alive also conducts audience surveys, where we may also ask for your age, gender, ethnicity, information relating to your health, and you have the right to decline to give this information.
We use this data to provide you with the events, products, services or information you asked for, ensure we know how you prefer to be contacted, understand how we can improve our communications or events, administer your donation or to process Gift Aid.
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.
We may share anonymised personal information with other organisations, particularly Arts Council England, who use this to analyse our audience development programmes, ticket sales and self-generated funding to understand the impact of the public investment made in Arts Alive.
We will not otherwise share your personal information with third party organisations.
Arts Alive as a charity and how we respect our donors. Arts Alive relies on charitable support to maintain our programme and to make this available to everyone. We may contact you to thank you for your donation and may inform you about our current fundraising activity, ways that you can make a real difference, and send invitations to special events.
Sometimes we 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. We will delete sensitive information when we no longer need it.
You have the following rights related to your personal data:
- The right to know what personal information about you we hold, and how it is stored
- The right to request a copy of personal information held about you
- The right to request that inaccuracies be corrected
- The right to have your personal data erased
- The right to request us to stop processing your personal data
- The right to withdraw consent
- The right to lodge a complaint with the Information Commissioner's Office or Fundraising Regulator
Please help us to keep your information up to date by emailing us at [email protected] if your personal information changes, or if you wish to correct or delete it. We will endeavour to correct, update or delete information you have provided to us within 7 working days.
Arts Alive is a Registered Charity (Reg No. 1182373)