Privacy Policy

1. Who we are and how to contact us

Ticket Hero provides the technology that powers ticket sales, entry check-in and event reporting for organizers. For any question about this Policy or about your personal data, contact us at support@ticket-hero.net.

2. Our role, and the organizer's role

The Platform is used by event organizers (each an “Organizer”) to sell tickets to their events. Responsibility for personal data is divided, and it matters whose data it is:

• Platform and account data. Ticket Hero is the data controller for the accounts we create for Organizers and their staff, for how the Platform is used, and for our own commercial records (such as the commission we charge an Organizer).
• Event and attendee data. For the personal data of people who buy tickets to, or attend, a specific event, the Organizer of that event is an independent data controller. Ticket Hero processes that data to operate the Platform and to make it available to that Organizer. Each Organizer is responsible for its own use of attendee data, including issuing any tax invoice to buyers.

Where a matter concerns data an Organizer controls, we will help you reach the right Organizer, but that Organizer's own privacy notice governs how it uses your data.

3. Personal data we collect

• Account information — for Organizers and their team: name, email address, phone number, a securely hashed password, role, and the account or organizer profile you belong to.
• Order and attendee information — for buyers and attendees: name, email address, phone number, order and ticket details, answers to any questions the Organizer asks at checkout, and check-in status.
• Payment information — card and payment details are collected and processed directly by our payment provider, Tap, at the moment of payment. Ticket Hero does not receive or store full card numbers. We keep a record of the transaction (such as amount, currency, status and a payment reference) and of the commission due to us.
• Technical and usage information — IP address, device and browser type, pages viewed and actions taken, collected through cookies and similar technologies.

4. How we use personal data, and our legal basis

We process personal data under the PDPL to:

• create and administer accounts and authenticate users;
• process ticket orders, deliver tickets, and manage entry check-in;
• make orders, attendee lists and reports available to the relevant Organizer;
• provide support and respond to your requests;
• protect the Platform against fraud, abuse and security threats;
• comply with our legal, regulatory and tax obligations; and
• operate, maintain and improve the Platform.

We rely on the legal bases available under the PDPL, including performance of a contract with you, our legitimate interests in running the Platform securely, compliance with a legal obligation, and — where required, such as for certain marketing or non-essential cookies — your consent. You may withdraw consent at any time.

5. Payments

Payments for tickets are processed by Tap, a payment service provider licensed by the Saudi Central Bank (SAMA). Your card details are provided directly to Tap and are handled under Tap's own terms and privacy policy. The purchase price is routed to the Organizer as the seller; Ticket Hero receives only its per-ticket commission. Ticket Hero does not hold buyer funds and does not store your card number.

6. When we share personal data

We do not sell your personal data. We share it only in these ways:

• with the Organizer of the event you bought a ticket to or attended, so they can run their event and manage their relationship with you;
• with Tap, to process payments;
• with service providers who host our infrastructure, send our emails and provide similar operational services, under contracts that require them to protect your data and use it only on our instructions;
• with competent authorities, courts or regulators where we are legally required to do so, including tax authorities; and
• in connection with a corporate transaction such as a merger, acquisition or reorganization, subject to this Policy.

7. International transfers

We host and process personal data using service providers that may be located outside the Kingdom of Saudi Arabia. Where personal data is transferred outside the Kingdom, we do so in accordance with the PDPL and its transfer rules, and we apply appropriate safeguards to protect it.

8. How long we keep personal data

We keep personal data for as long as needed to provide the Platform and to fulfil the purposes in this Policy. We keep transaction and tax-related records for the period required by Saudi tax and accounting law. When data is no longer needed, we delete it or irreversibly anonymize it.

9. Security

We use technical and organizational measures to protect personal data, including encryption of data in transit, hashing of passwords, and access controls that limit who can see your data. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

10. Your rights under the PDPL

Subject to the PDPL, you have the right to:

• be informed about how your personal data is collected and used;
• access the personal data we hold about you;
• request that inaccurate or incomplete data be corrected;
• request that your personal data be destroyed when it is no longer needed; and
• withdraw a consent you previously gave.

To exercise these rights over data we control, contact us at support@ticket-hero.net. Where your request concerns data an Organizer controls (attendee data for a specific event), please contact that Organizer; we will assist as needed. If you believe your data has been handled improperly, you may also complain to the competent supervisory authority, the Saudi Data & Artificial Intelligence Authority (SDAIA).

11. Cookies

We use cookies and similar technologies that are strictly necessary to run the Platform and — with your consent where required — cookies that help us understand how the Platform is used. You can manage non-essential cookies through the consent banner shown on your first visit.

12. Children

The Platform is not directed at children. If you are under 18, you may use the Platform only with the involvement of a parent or guardian. We do not knowingly collect the personal data of children without appropriate consent.

13. Changes to this Policy

We may update this Policy from time to time. When we do, we will change the “Last updated” date above, and material changes will be made apparent through the Platform. Your continued use after an update means you accept the revised Policy.