Privacy Policy

    Tobacco Factory Theatres Privacy Policy

    Purpose of policy

    We are committed to protecting your personal information, being transparent about what information we hold about you and to using any personal data that we hold responsibly, conscientiously and respectfully.

    Using personal information allows us to develop a better understanding of our customers and our communities and in turn we provide you with relevant and timely information about the work that we do – both on and off stage. As a registered charity, it also helps us to engage with potential donors and supporters.

    The purpose of this policy is to give you a clear explanation about how we collect and use the information we collect from you.

    We use your information in accordance with all applicable laws concerning the protection of personal information. This policy explains:

    • What information we may collect about you
    • How we may use that information
    • In what situations we may disclose your details to third parties
    • Our use of cookies to improve your use of our website
    • Information about how we keep your personal information secure, how we maintain it for and your rights to be able to access it

    If you have any queries about this policy, please contact us at Tobacco Factory Theatres or email

    Who we are

    Tobacco Factory Theatres is a registered charity. Its funders include Arts Council England and Bristol City Council as well as various trusts, foundations and individual donors and supporters. Our registered charity number in England and Wales is 1097542 and we are also registered as a company in England and Wales under the name Tobacco Factory Arts Trust, Company registration number 04536120

    What personal information (data) do we collect about you?

    We collect various types of information and in a number of ways:

    Information you give us

    For example when you register on our website, buy tickets, make a donation or hire one of our spaces, we’ll store personal information you give us such as your name, email address, postal address, telephone number and card details. We will also store a record of your purchases and donations.

    Information about your interactions with us

    For example, when you visit our website, we collect information about how you interact with our content. When we send you a mailing we store a record of this, and in the case of emails we keep a record of which ones you have been sent, have opened and which links you have clicked on.  If you attend a Get Involved or fundraising event we will record this.  We also gather information through CCTV, which is located inside our premises, for the purpose of preventing and detecting crime and disorder.

    Information that is publicly available

    We may research and collect information that is in the public domain from online media sites or newspaper articles, social media sites such as LinkedIn or Facebook and Companies House listings.

    Sensitive personal data

    Data Protection law recognises that certain categories of personal information are more sensitive such as ethnicity, age, gender and political opinions. We only  collect this type of information about our customers when there is a clear reason for doing so. We may ask you for this kind of information anonymously in an audience survey to gain a better picture of who our audiences are for our development and for our reporting to funders. Likewise we will ask for this kind of information anonymously when you apply for a job or register to be part of one of our Get Involved participatory activities. You are not obliged to answer.

    What Legal basis do we use to process your personal information?

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

    1.         Contract purposes

    When you make a purchase from us or make a donation to us, you are entering into a contract with us. In order to perform this contract we need to process and store your data.

    2.       Legitimate business interests

    In certain situations we collect and process your personal information for purposes that are 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 (after point 4.) all situations where we may use this basis for processing.

    3.       With your explicit consent

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

    4.       Legal Obligation

    For any situations where we are under a duty to disclose your personal information in order to comply with any legal obligation (for example to government bodies and law enforcement agencies).

    How we use your personal information

    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 information 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 organisational interest as the legal basis for communications by post and email. In the case of postal mailings, you may unsubscribe from receiving these at any time using the contact details at the end of this policy. In the case of email, we will give you an opportunity to opt in to receiving them during your first purchase with us. We will provide you with an option to update your preferences or unsubscribe in every email that we subsequently send you, or you can alternatively use the contact details at the end of this policy.

    We may also contact you about our work by telephone however we will always give you the opportunity to opt out before doing so, as well as cross-referencing with the Telephone Preference Service. Please bear in mind that this does not apply to telephone calls that we may need to make to you related to your purchases (see contract processing information below).

    In addition to the communications laid out above, we also process personal information in the following ways that are within our legitimate organisational interests:

    • We may analyse data we hold about you to ensure that the content and timing of communications that we send you are as relevant to you as possible.
    • We may analyse data we hold about you in order to identify and prevent fraud.
    • In order to improve our website we may analyse information about how you use it and the content that you interact with. See also our full section on cookies below.
    • We may use profiling techniques or third party wealth screening and insight companies to provide us with information about you that will help us to communicate in a relevant way with you, in particular when we are approaching you about potential philanthropic support. Such information is compiled using publicly available data about you and your purchase and donation history with us. All such information is kept securely.
    • If you are working in the arts or related industries, including the press industry, we are may be in touch with you via email to let you know about upcoming launches, special events and shows.

    In all of the above cases we will always keep your rights and interests at the forefront to ensure they are not overridden by our own interests. You have the right to object to any of this processing at any time. If you wish to do this, please use the contact details at the end of this policy. Please bear in mind that if you object this may affect our ability to carry out tasks above that are for your benefit.

    Some specific examples of instances where we ask for explicit consent are:

    • To let you know about ways in which to support our work as a theatre and with local young people
    • To sign up to our Artist or Community Membership Schemes
    • To work with us as a volunteer
    • To join our local casting database
    • To sign up to our DIGs list

    Some specific examples of instances where we use contract as a legal bases for contacting you are:

    • If we need to contact you by email or telephone in the case of cancellation of a show, or in the case of problems with your payment.
    • If you sign up to a Tobacco Factory Theatres membership or similar donation scheme, we will contact you with more information about your membership/donation including event invitations and newsletter updates about the work you have supported.
    • When you choose to apply for a job post (permanent or casual), a casting opportunity or a Get Involved or other participatory project, we will process your data in order to complete the application process and communicate with you about your application and if appropriate, the ongoing role/project.
    • When you make an application to receive a bursary from us or a partner company for taking part in one of our activities, we will process relevant personal data relating to that application.

    Who do we share your personal information with?

    We never sell your data.

    There are certain circumstances under which we may disclose your personal information to third parties to allow us to conduct our operations including:

    • To our own service providers who process data on our behalf and on our instructions. For example our ticketing system software provider, Spektrix and our website developers/hosts, Fiasco Design and to mailing houses that process direct mailings for us. 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 in order to comply with any legal obligation (for example to government bodies and law enforcement agencies).
    • Where we are acting as a Box Office for an external company/venue we will provide a door list (names and access needs only) before the performance in order for customers to collect tickets/gain entry. We require external companies/venues who work with us in this way to destroy the data immediately after use.
    • To specific named visiting companies whose performances you have attended. In these cases we will always ask for your explicit consent before doing so, as part of the ticket booking process. We specify restrictions to these visiting companies regarding the ways in which they can use your data and you can opt out of this communication at any time.
    • We may share your information with wealth screening insight companies to process your data in order to help us communicate with possible supporters. Where we do so, we require the third party to destroy all data following use and to comply with data protection laws and data security.
    • Where you have consented to Gift Aid on a donation we will share this information with the HMRC in order to reclaim the gift aid.


    Cookies are small text files that are automatically placed onto your device by some websites that you visit. The information the cookie contains is set by the server and it can be used by that server whenever the user visits the site. They are widely used to allow a website to function (for example to keep track of your basket) as well to provide website operators with information on how the site is being used.

    We use cookies as a form of user identification, to keep track of your basket as well as to identify how the website is being used and what improvements we can make. They do not record any confidential or personal information. We also use Google Analytics cookies to calculate the number of users who visit the Website. These cookies make it possible to measure and analyse the way in which users browse the website. This information allows us to continually improve our services and the experience of users of the website. For more information, consult the Google Analytics privacy page:

    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.

    Links contains links to other websites. Please remember that when you click on any of these links you’re moving onto another site and that their terms, conditions and policies will apply when you are visiting their pages, and these may differ from ours.

    Maintaining your personal information

    We store your personal information indefinitely such that for any subsequent purchases or donations you make we are able to link them back to a single unique record that we hold for you on our system.

    If there are aspects of your record that are inaccurate or that you would like to remove, you can usually do this by logging in to your account through our website. Alternatively please use the contact details at the end of this policy.

    Any objections you make to any processing of your data will be stored against your record on our system so that we can comply with your requests.

    Security of your personal information

    We have 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.

    We will not transfer, process or store your data anywhere that is outside of the European Economic Area.

    Your rights to your personal information

    You have a right to request a copy of the personal information that we hold about you and to have any inaccuracies in this data corrected. Please use the contact details at the end of this policy if you would like to exercise this right.

    Contact details and further information

    Please get in touch with us if you have any questions about any aspect of this privacy policy, and in particular if you would like to object to any processing of your personal information that we carry out for our legitimate organisational interests.

    Tobacco Factory Theatres, Raleigh Road, Southville, Bristol, BS3 1TF