Privacy policy
How Onside Tickets handles personal information - on our website, in the ticket shops we run for event organisers, and in the Onside app. Last updated 11 November 2026.
Who we are
Onside Tickets ("Onside", "we") is a ticketing platform for festivals and event organisers. Organisers sell tickets through shops we host for them, manage their events in our web admin, and run their sales and the door from the Onside app. You can reach us any time through our support page.
We play two roles:
- For organisers and their staff who use our admin and the Onside app, we decide how account information is used (we are the controller).
- For ticket buyers, the organiser selling the ticket is responsible for your information (they are the controller) and we process it on their behalf, under their instructions, to sell and deliver your tickets. Their name is on your ticket emails and purchase terms - contact them first about your booking or your data.
The Onside app (for organisers)
- Account: your name, email address and a securely hashed password, your role, and when you last signed in. Sign-in is protected by a token stored in your iPhone's keychain.
- Camera: used only to scan ticket QR codes at the door. The scan happens on your phone; only the ticket code is checked with our server. No photos or video are stored or sent.
- Face ID / Touch ID: handled entirely by iOS to unlock the app. We never receive any biometric data.
- Notifications: if you allow them, we store your device's push token to send sales alerts. Turning notifications off removes it.
- Activity: we log which areas of the admin a team member last used and actions such as refunds or ticket changes, so organisers have an audit trail.
- What you see: the app shows your organisation's own orders and ticket buyers - never another organiser's.
The app contains no advertising, no tracking and no third-party analytics, and we never sell personal information.
Ticket buyers
When you buy a ticket we process your name, email address, order and ticket details (including the QR code that admits you), whether you opted in to the organiser's marketing, and - only if you apply for an accessibility ticket - the access needs and evidence you choose to share. Evidence documents are deleted as soon as your application is decided.
Card payments are handled by Stripe and paid straight to the organiser's own Stripe account. Your card details never reach our servers.
Who helps us run Onside
- DigitalOcean - hosting, in London.
- Stripe - card payments and payouts to organisers.
- Resend - sending ticket and account emails.
- Apple - push notifications and Apple Wallet passes.
- Google - encrypted, password-protected database backups.
- EmailOctopus - only when an organiser connects their own account, to add buyers who opted in to that organiser's mailing list.
How long we keep it, and your rights
Order and ticket records are kept for as long as the organiser needs them and to meet accounting and legal requirements. Organiser accounts are kept while the account is active and removed on request. Backups roll over within weeks.
Under UK data protection law you can ask to see, correct or delete your information, or object to how it is used. Ticket buyers should contact the organiser first; for anything else, or if you can't reach them, use our support page. You can also complain to the Information Commissioner's Office (ico.org.uk).
To delete an organiser account from the Onside app, ask your organisation's owner or contact us through the support page and we will remove it.