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Darlington Hippodrome privacy notice

Who do you keep information about?

We keep information on everyone who has registered on our website, bought tickets, made a donation, attendance education course, enquired on our website, hired space or a production contact for shows within the theatre.

Why do you keep information about me?

We keep information about you to provide you with tickets for shows and events and for marketing purposes.

Legal Basis

There are four bases under which we may process your data:

Contract purposes

When you make a purchase from us or make a donation to us, you are entering into a contract with us. To perform this contract we need to process and store your data. For example we may need to contact you by email, post or telephone in the case of cancellation of a show, or in the case of problems with your payment.

Legitimate interests

In certain situations we collect and process your personal for purposes theatre in our legitimate organisational interests. However we only do this if there is no overriding prejudice to you by using your personal information in this way. We describe below all situations where we may use this basis for processing.

With your consent

For any situations where the two bases above are not appropriate, we will instead ask for your consent before using your personal information in that specific situation.

Explicit consent

This is in specific relation to the THE FOUNDRY project ran between Darlington Hippodrome and ODDMANOUT.

Marketing communications

We aim to communicate with you about the work that we do in ways that you find relevant, timely and respectful.

To do this we use data that we have stored about you, such as what events you have booked for in the past, as well as any preferences you may have told us about.

We use our legitimate interest as the legal basis for communications by post. You may object to receiving these at any time using the contacting the Box Office (Tel: 01325 405 405 / Email: [email protected]).

In the case of email, we use the consent basis to communicate marketing messages to customers. We will give you an opportunity to opt in to receive them during your first purchase with us (and any times in the future when/if we update our contact preferences).

If you do opt in, we will provide you with an option to unsubscribe in every email that we subsequently send you, or you can alternatively contact the Box Office (Tel: 01325 405 405 / Email: [email protected]).

You can also sign into your account on our website and amend your contact preferences (


We may from time to time send out surveys on behalf of ourselves and third parties such as visiting companies.

Who can see my information?

Relevant employees of Darlington Hippodrome and Theatre Hullabaloo who require access to your data to carry out their role will have access to your information.

Freelancers employed by Darlington Hippodrome and Theatre Hullabaloo who require access to your data to carry out their role will have access to your information.

In specific relation to THE FOUNDRY course, representatives of ODDMANOUT will have access to data submitted in the course of application.

Third parties

There are certain circumstances under which we may disclose your personal information to third parties.

These are as follows:

  • To our own service providers who process data on our behalf and on our instructions (for example our ticketing system software provider and venue hire system provider). In these cases we require that these third parties comply strictly with our instructions and with data protection laws, for example around security of personal data.
  • Where we are under a duty to disclose your personal information to comply with any legal obligation (for example to government bodies and law enforcement agencies).
  • To mailing houses to process large scale direct mail runs.
  • To specific named visiting companies whose performances you have attended. In these cases we will always ask for your consent before doing so.
  • PreOday - Access is restricted to named individuals in Darlington Hippodrome and Theatre Hullabaloo who need access to complete their job role. Customers who use the HippHub (PreOday) refreshments pre-ordering app will have their data held securely by PreOday and provided to Darlington Hippodrome in order to prepare and provide refreshments.

How do you store the information you keep about me?

Security of your personal information

Your data is held securely by Spektrix, our ticketing and box office software provider.

We have put in place appropriate safeguards (both in terms of our procedures and the technology we use) to keep your personal information as secure as possible. We will ensure that any third parties we use for processing your personal information do the same.

Your debit and credit card information

If you use your credit or debit card to purchase from us or to make a donation, we will ensure that this is carried out securely and in accordance with the Payment Card Industry Data Security Standard (PCI-DSS).

We optionally allow you to store your card details for use in a future transaction.

This is carried out in compliance with PCI-DSS and in a way where none of our staff members are able to see your full card number. We never store your 3 or 4 digit security code.


We use Netcall when answering ours phones. Information is stored in the form of audio files on Netcall Liberty Converse recordings system.

Is my information transferred to a third country or international organisation?

We do not transfer your information to a third country or international organisations.

How does PreOday store my information?

PreOday uses a number of security measures to ensure your data is kept safe, these consist of: formal data classification & data custodian assignment processes, periodic data classification & retention reviews, enforcement of role-based access controls, ongoing access logging & monitoring, regular user identity & access reviews, regular management & reviews of access rights, security awareness & training for staff, secure coding training for engineers, security reviews & security testing built into software development lifecycle, and encryption of data at-rest & in-transit.

How long do you keep information about me?

We store your personal information for 7 years from last purchase or interaction with the theatre.

PreOday - This data is held for 6 months from being made dormant, or deleted on request. Order details (basket items and values) are held permanently.

What sort of information do you keep?

We may use the following information about you to make sure that we provide you with the right service, advice or support.

Personal data

  • Name
  • Identification number
  • Location data 
  • Online identifier

Special categories of personal data

Data concerning health*

* This data will relate to whether or not a customer has provided the correct documentation to allow an Essential Companion to accompany them to the theatre.

In specific relation to THE FOUNDRY project, the following special categories of personal data may be collected (non-mandatory):

  • Race
  • Ethnic Origin
  • Religion
  • Sexual Orientation

NHS Test and Trace

In accordance with government guidance, we are collecting visitors’ contact details to support NHS Test and Trace. Your information will only be used where necessary to help stop the spread of COVID-19.

We will store it securely and destroy any physical records taken after 21 days*.

Your name, contact details, arrival date/time and departure time (where possible) will be collected by the welcome host at the entrance if you are visiting the Hippo Lounge, box office or galleries, or as part of the booking process for ticketed events.   

It is within your rights for you to opt-out of sharing this information for the purposes of NHS Test and Trace.

If you wish to opt out, please let the welcome host know when you arrive at the theatre, let the box office staff know when booking in person/via phone or write 'No' in the phone number box and carry on with your booking.

*For ticketed events, your name and contact details form part of the standard booking process, and will be kept and processed electronically in our secure booking system beyond 21 days by Darlington Hippodrome as per our privacy notice.

Information collected during the booking process can only be used for the purposes of NHS Test and Trace during the 21 days after you've attended an event.

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