Consumer Data Privacy Policy

TicketCARE is dedicated to upholding the principles of good data protection practice. Protecting your privacy is paramount to us, and we strive to keep all information relating to you confidential in accordance with this statement and the Personal Data Protection Act 2010 ("PDPA") of Malaysia. As an online ticketing software provider, TicketCARE acts as the Data Processor for event organizers, who are the Data Controllers. This means the Event Organizer decides what happens to your personal data when you book tickets through our platform. The Event Organizer/Data Controller is named during the booking process.

1. What Personal Data Do We Collect?

We collect personal information that you voluntarily provide to us and information automatically collected from your web session. If you provide personal information on behalf of another attendee, you must ensure you have their consent.

Information you provide:

Name
Email
Contact number
Identity number
TIN number
Address
Business name/position (for some business events)
Payment card details (card details are encrypted for processing; TicketCARE does not store card details within its system).

Information we automatically collect:

IP address
Operating system
Browser type
Device type
Cookies (used to track visitors and save booking information).

You can adjust your browser settings regarding cookies.

2. How Do We Use Your Personal Data?

We use your personal data for the following purposes:

To process ticket bookings, including payment processing and ticket delivery.
To send you email communication regarding your booking, such as booking reminders, event updates, or cancellations.
To assist you with any query you may have with your booking or payment.
To place you on a waiting list for a sold-out event at your request and send updates.
To perform quality assurance, sales, or other business analyses.
For system security, customer support, and site analytics, including collecting your IP address, operating system, and browser type. This statistical data cannot be used to identify a customer.
To facilitate your participation in any promotions, rewards, lucky draws, or loyalty programs offered by us or our affiliate partners.
To protect the safety and security of yourself and other users.
To investigate and respond to claims or queries from you.
To comply with any legal or regulatory requirements.

Our legal basis for processing your personal data includes:

Performance of a contract (e.g., processing ticket bookings).
Legitimate interest (e.g., storage of IP Addresses for risk management, site analytics).
Consent (e.g., for collecting certain cookies).

3. Consequences of Not Providing Personal Data

Certain personal data is necessary to process your ticket booking, issue tickets, and provide customer support. If you choose not to provide this information, we may not be able to:

Process your ticket purchase or reservation.
Issue tickets or grant access to events.
Contact you regarding event updates or changes.
Provide customer service assistance. In some cases, we are legally required to collect certain information (e.g., for fraud prevention or security purposes). If you do not provide the required data, we may be unable to offer our services to you.

You can switch off all cookies except for strictly necessary cookies, which are required for booking progression.

TicketCARE does not sell your contact details or personal data to third parties, including third-party advertisers. We will only contact you regarding an existing booking or booking attempt.

We may share your personal data with:

Event Organizers: As we act on their behalf, we forward your contact details and booking information to the Event Organizer of your selected event. They use this information to manage ticketing, facilitate ticket pick-up, resolve disputes, provide customer service, notify of event changes, and undertake sales/demographic analysis. The Event Organizer is responsible for their own compliance with data protection regulations, and you agree that TicketCARE is not responsible for their actions regarding your personal data.
Sub-Processors: We may share your personal data with our processing partners, such as merchant service providers or email/text service providers, who assist TicketCARE with booking your tickets. TicketCARE is responsible under data privacy regulations to ensure any Sub-Processor is compliant and acts to ensure the safety and confidentiality of your personal data.
Law Enforcement Agencies: Where necessary, to comply with legal obligations, protect our legitimate interests, or enforce our terms of service.
New Owners (Business Transfers): If we undergo a sale, merger, acquisition, or other business restructuring, personal data may be transferred to the new owner or relevant third parties. We will ensure such transfers comply with data protection laws and that the new owner uses your data only for the same purposes outlined in this policy, unless you are informed otherwise. You will be notified if required by law.

5. Marketing Activities

TicketCARE will not use your data for direct marketing purposes.

During the booking process, the Event Organizer will ask if you would like to be included on their mailing list or that of other named Third Parties. If you opt into these marketing lists, you agree that the Event Organizer or named Third Party can send you marketing information until you indicate a preference not to receive further information.

TicketCARE allows Event Organizers to send customers updates about their booked event, which may include changes, venue information, reminders, or post-event surveys. Event organizers agree that these are event-specific messages and must not be used for marketing purposes.

6. How Long Do We Keep Your Personal Data?

TicketCARE will keep your personal data for no longer than is reasonably necessary and will delete it after two (2) year. This retention period assists us in responding to customer booking queries or any charge disputes that may arise.

Your personal data stored in an Event Organizer’s TicketCARE account is owned by the Event Organizer and managed under their own Data Retention Policy. They may have a different retention period, which should be stated in their Data Privacy Policy.

We do not retain your personal data longer than necessary, but relevant data may be retained if required under applicable legislation or where legal action has arisen/is pending.

7. Your Rights and Your Personal Data

Under the Personal Data Protection Act 2010 (PDPA) and general data protection principles, you have the following rights regarding your personal data:

Right to be informed of why your data is being processed (as outlined in this Policy).
Right of access to the personal data held about you by TicketCARE.
Right to rectification if incorrect data is held.
Right to erasure (may be subject to the booking contract and retention periods).
Right to object to processing or withdraw consent where provided.
Right to withdraw consent when we rely on consent to process your personal data.

To exercise your rights, you must contact the Event Organizer (the Data Controller), who is responsible for how your personal data is used. TicketCARE can provide you with contact details for the Event Organizer or will forward your request on your behalf. Please note that it is obligatory for us to process certain personal data, without which we may not be able to process your orders or transactions.

8. Further Processing

TicketCARE will not process your personal data beyond this booking and the activities outlined under 'How do we use your personal data?'.

9. Other Websites

Our website may contain links to other websites (e.g., Event Organizer websites, social media pages, payment processors). This Data Privacy Policy only applies to the TicketCARE website, so when you link to other websites, you should read their privacy policies. We are not responsible for the content or privacy practices of other websites or services.

10. Children’s Personal Data

We do not knowingly collect personal data from children under thirteen (13). If you are under thirteen (13), please do not enter any personal data online at TicketCARE. We encourage parents and legal guardians to monitor their children's Internet usage and to help enforce our Privacy Policy by instructing their children never to provide personal data to TicketCARE or any other online service without their permission.

If you believe a child under 13 has provided their personal data to TicketCARE, please contact us, and we will try to delete this information.

11. International Data Protection Laws

As TicketCARE is an international company, your personal information and other data collected about you may be transferred, stored, and processed in any country where our servers are located (e.g., Singapore, US) or where our sub-processors' services or servers are located (e.g., US, EU). By accessing or using the TicketCARE service, you specifically acknowledge and agree that this information may be transferred outside of Malaysia, and that these countries’ data protection laws may differ from Malaysia’s. Your use of the TicketCARE service constitutes your consent to such transfers.

When personal data is transferred, we ensure that appropriate safeguards are in place to protect your data under Malaysian and worldwide data protection laws. For transfers to countries without an adequacy decision, we will implement appropriate safeguards.

12. Updates to This Policy

This Privacy Policy is regularly reviewed to ensure ongoing compliance with data privacy regulations. Any variations become effective upon posting to our website. We encourage you to check this policy periodically for changes.

13. Security

While no data transmission over the Internet can be guaranteed to be 100% safe, secure, or error-free, we make reasonable efforts to ensure the security of your information on our systems. We use Secure Server Software (SSL) and firewalls to protect your information from unauthorized access, disclosure, alteration, or destruction. When you submit credit card details, we use industry-standard PCI DSS technology. However, this is not an ironclad 100% fool-proof protection. You agree that we shall have no liability to you in the event of a breach by a third-party hacker or mischief-maker. If we learn of a security system breach, we shall notify you so you can take appropriate protective steps. By using our websites or providing personal information, you agree that we can communicate with you electronically regarding security, privacy, and administrative issues.

14. Contact Details

To exercise any relevant rights, or for queries or complaints regarding TicketCARE and the handling of your personal data, please contact us at support@ticketcare.my

Depending on your query, we may need to forward your request to the Event Organizer, who is the Data Controller and responsible for handling your personal data.

15. How to Make a Complaint

If you are unhappy with how TicketCARE has processed your personal data, you may first contact us using the contact details above. If you remain dissatisfied, you can apply directly to the Personal Data Protection Commissioner or other relevant Malaysian data protection authority for a decision.

All the important legal and security stuff, right here.