POLICY | The Winter Queen Experience

POLICIES

DATA PROTECTION & CUSTOMER PRIVACY POLICY
1. Who We Are
“The Winter Queen Experience” (“we”, “us”, “our”) is produced and operated by: AY-PE Ltd Email: info@ay-pe.com
For the purposes of UK GDPR, we are the Data Controller for personal information that TicketSource shares with us when you book your ticket.
TicketSource Ltd acts as our Data Processor.
2. What Personal Data We Receive
When you purchase tickets through TicketSource, we receive only the information needed to manage your booking, including:
Name
Email address
Ticket type and quantity
Accessibility or carer ticket requests (if provided)
Booking reference
Opt-in status for marketing
Any voluntary information you provide via the TicketSource questions or forms or email to info@thewinterqueen.com
We do not receive or store:
Payment card details
IP address
Device or cookie information
Any analytics data collected by TicketSource
All such information is processed solely by TicketSource.
3. What Personal Data TicketSource Collects
TicketSource may independently collect:
IP address
Browser/device information
Cookies or analytics data
Payment details (securely via their payment processor)
For details, please refer to:TicketSource Privacy Policyhttps://www.ticketsource.co.uk/kb/terms-of-use/privacy-policy
4. How We Use the Information We Receive
We use your personal information only to:
Manage and confirm your booking
Contact you with important event information or changes
Process accessibility and carer requests
Provide customer support
Ensure safe and smooth entry to the experience
Meet legal or regulatory requirements
We will never sell your personal information.
Marketing emails will only be sent if you opt in at checkout, including the optional consent to our other immersive attraction company GLOE ltd emailing you.
5. Legal Basis for Processing
Under UK GDPR, we rely on:
Contract: to fulfil your booking
Legitimate interests: for event safety and customer service
Consent: for optional marketing communications
Legal obligation: for accounting or incident reporting
6. How Long We Keep Your Data
We retain only the information TicketSource provides to us:
Booking and contact details: up to 24 months
Incident/safety records (if any): up to 3 years
Financial data retained by TicketSource: as per their legal obligations
Marketing data: until you withdraw consent
After these periods, all data is securely destroyed.
7. Who We Share Your Data With
We may share limited information with:
TicketSource (as part of the booking platform)
Payment processors (handled entirely by TicketSource)
On-site staff or event security (for entry and safety)
Emergency services if required for safety or legal reasons
We do not share data for marketing or commercial purposes.
8. International Transfers
If TicketSource uses international data storage, they ensure appropriate safeguards such as Standard Contractual Clauses or UK adequacy decisions.Please see their policy for details.
9. Your Rights Under UK GDPR
You have the right to:
Access your personal data
Request correction of inaccurate data
Request deletion (“right to be forgotten”)
Withdraw marketing consent
Object to certain types of processing
Request data portability
Lodge a complaint with the Information Commissioner’s Office (ICO)
To exercise your rights relating to your booking, contact either:
Us: info@ay-pe.com TicketSource: support@ticketsource.co.uk
We will assist you within one month.
10. Security Measures
Your data is stored securely within the TicketSource platform, which complies with:
UK GDPR
PCI-DSS payment security
Industry-standard encryption
We only access your information through secure, password-protected TicketSource systems.
11. Cookies
Cookies used during the ticket purchase process are controlled by TicketSource.Please refer to their Cookie Policy for details.
12. Changes to This Policy
We may update this Privacy Policy occasionally.The latest version will always be available on our website or event page.
13. Contact Us
For any questions regarding this policy or your data:
'The Winter Queen c/o AY-PE Ltd - data enquiry' Email: info@ay-pe.com Address: AY-PE, 3.00 Wizu, East Coast House 25 Skeldergate, York YO1 6DH

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WEBSITE USAGE TERMS & CONDITIONS

These terms of use (together with the documents referred to within them) set out the terms on which you may use our website: www.thewinterqueen.com (referred to henceforth as our “website"). Please read these terms of use carefully as you use our website, as these will apply to your use of our website. By using our website, you confirm that you accept these terms of use and that you agree to comply with them. If you do not agree to these terms of use, you must not use our website.

Please also read these terms in conjunction with our other site policies (on this page) and in particular the Privacy policy above, which sets out the terms on which we process any personal data we collect from you, or that you provide to us. By using our website, you consent to such processing and you warrant that all data provided by you is accurate.

We may revise these terms of use at any time by amending this page. Please check this page from time to time to take notice of any changes we may have made as any such changes will be binding on you.

‍We may update our website from time to time and may change its content at any time. However, please note that any of the content on our website may be out of date at any given time, and we are under no obligation to update it. We do not guarantee that our website, or any content on it, will be free from errors or omissions.

‍We do not guarantee that our website, or any content on it, will always be available or be uninterrupted. Access to our website is permitted on a temporary basis. We may suspend, withdraw, discontinue or change all or any part of our website without notice. We will not be liable to you if for any reason our website is unavailable at any time or for any period.

You are responsible for ensuring that all persons who access our website through your internet connection are aware of these terms of use and other applicable terms and conditions and that they comply with them.

Intellectual property rights‍

‍We are the owner or the licensee of all intellectual property rights in our website, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

Our status (and that of any identified contributors) as the authors of content on our website must always be acknowledged.

‍You must not use any part of the content on our website without our prior agreement. For any use for commercial purposes, you must obtain a licence to do so from us or our licensor(s).

If you print off, copy or download any part of our website in breach of these terms of use, your right to use our website will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

No reliance on information

Although we make reasonable efforts to update the information on our website, we make no representations, warranties or guarantees, whether express or implied, that the content on our website is accurate, complete or up-to-date.

You will indemnify us from your use of all contents, links and information from our website.

Limitation of liability

To the extent permitted by law, we exclude all conditions, warranties, representations or other terms which may apply to our website or any content on it, whether express or implied.

We will not be liable to any user for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with use of, or inability to use, our website or the use of or reliance on any content displayed on our website.

We will not be liable for any loss or damage caused by a virus, distributed denial-of-service attack, or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our website or to your downloading of any content on it, or on any website linked to it.

We assume no responsibility for the content of websites linked on our website. Such links should not be interpreted as endorsement by us of those linked websites. We will not be liable for any loss or damage that may arise from your use of them.

‍Viruses

‍We do not guarantee that our Website will be secure or free from bugs or viruses.

‍You are responsible for configuring your information technology, computer programmes and platform in order to access our website. You should use your own virus protection software.

‍You must not misuse our website by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful.

‍You must not attempt to gain unauthorised access to our website, the server on which our website is stored or any server, computer or database connected to our website. You must not attack our website via a denial-of-service attack or a distributed denial-of service attack.

By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will cooperate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our website will cease immediately.

‍Linking to our site‍

You may link to our webpages, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it. Please email info@thewinterqueen.com for any clarity on this.

You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists. You must not establish a link to our website in any website that is not owned by you. We reserve the right to withdraw linking permission without notice.

Third party links and resources in our site

‍Where our website contains links to other sites and resources provided by third parties, these links are provided for your information only. We have no control over and cannot accept responsibility for the contents of any such third party sites or resources.

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