Piano People - Privacy policy
PIANO PEOPLE PRIVACY NOTICE
Last updated: 16 September 2026
1. Who we are
This Privacy Notice explains how The Malachite Group Limited ("The Malachite Group", "we", "us" or "our") collects, uses, stores and shares your personal information in connection with Piano People, including our websites, ticketing and booking services, customer service, communications, events and activities at or relating to Piano People.
The Malachite Group Limited
Company number: 15140056
Registered office: First Floor, 5 Fleet Place, London, EC4M 7RD, United Kingdom
The Malachite Group Limited is the organiser of Piano People. For the processing described in this Privacy Notice, The Malachite Group Limited is generally the organisation responsible for determining why and how your personal information is processed. However, some organisations we work with may independently determine how they process your information and may therefore act as separate data controllers. Where this is the case, their own privacy notices will also apply. This Privacy Notice applies when you: purchase or hold a Piano People ticket; make or manage a booking; purchase an add-on, hospitality product, merchandise or other Piano People product or service; make payments or use a payment plan; contact our customer service team; visit our websites; use our digital services;
- attend a Piano People event;
- use cashless, RFID or wristband services where provided;
- request accessibility assistance;
- receive or interact with our marketing communications;
- participate in surveys, competitions or other promotional activities;
- or otherwise interact with Piano People or The Malachite Group.
2. What personal information do we collect?
The information we collect depends on how you interact with us.
This may include:
- your name;
- email address;
- telephone number;
- postal address;
- date of birth or age where required; booking reference;
- ticket information;
- number and type of tickets purchased;
- information about products, add-ons or hospitality purchased; payment and billing information;
- payment-plan information;
- marketing preferences;
- customer service correspondence;
- complaint information;
- survey and feedback responses;
- accessibility requirements;
- information provided when reporting an incident or lost property;
- information provided when making or responding to a complaint or dispute;
- and information about other people included in your booking where you provide their information.
If you provide us with information about another person, you should make sure you are authorised to do so and that they understand how their information will be used. Information we receive from third parties We may receive personal information from organisations involved in providing Piano People and its services.
This may include information from:
- ticketing and booking providers;
- payment providers;
- booking-protection providers;
- accessibility providers;
- cashless payment providers;
- marketing platforms;
- advertising platforms;
- fraud-prevention providers;
- event partners;
- venues;
- security providers;
- and other suppliers involved in delivering Piano People.
Where we obtain personal information from another source, we will provide the information required by applicable data-protection law about the categories and source of that information.
Information collected through our websites and digital services Depending on the services you use, we may collect:
- IP address;
- browser and device information;
- operating system;
- approximate location;
- pages and content viewed;
- referring website;
- information about how you interact with our websites or digital services;
- information about interactions with our emails or advertisements;
- and information collected through cookies and similar technologies.
Please see our Cookies Policy for further information.
3. How we use your personal information
We use personal information for the following purposes.
Providing the services you purchase We use your information to:
- process and administer ticket bookings;
- issue tickets; manage bookings;
- process payments and payment plans;
- provide customer support; send booking confirmations;
- provide important event information;
- administer applicable cancellations, changes and refunds;
- and provide products and services associated with your booking.
Lawful basis: performance of a contract with you.
Payments and financial administration We use personal information to: process and administer payments; process refunds where applicable;
- administer payment plans;
- maintain financial and accounting records;
- reconcile transactions;
- and investigate payment failures or payment-related queries.
Lawful basis: performance of a contract and compliance with legal obligations.
Fraud prevention and security
We may process information to:
- detect and prevent fraud;
- prevent fraudulent bookings and payment activity;
- carry out security and verification checks;
- investigate chargebacks and payment disputes;
- prevent ticket misuse;
- protect our systems;
- protect customers, staff, performers and suppliers;
- and establish, exercise or defend legal claims. Lawful basis: legitimate interests and, where applicable,
Legal obligation. Our legitimate interests include protecting our business, customers, events, systems and legal rights.
Event administration
We may use information to manage:
- event entry;
- ticket validation;
- wristbands where applicable;
- customer support; accessibility arrangements;
- event operations;
- incidents; lost property;
- security matters;
- and communications with attendees.
Lawful basis: performance of a contract and legitimate interests.
Marketing
Where permitted by applicable law, we may use your information to send you information about:
- future Piano People events;
- ticket releases;
- offers;
- products;
- promotions;
- and other relevant communications.
We may analyse and combine information about your ticket purchases, booking history, interactions with our websites and engagement with our marketing communications to better understand our audiences. This may include grouping customers into audience segments based on factors such as previous purchases, interests, engagement or location. We use this information to understand our customers, improve our marketing and make our communications and advertising more relevant. Lawful basis: consent, legitimate interests or another lawful basis permitted by applicable electronic-marketing legislation, depending on the circumstances.
You can unsubscribe from marketing communications at any time by using the unsubscribe facility included in our marketing communications or by contacting us at hello@pianopeople.club.
4. Marketing and advertising
We may use third-party marketing and advertising platforms to manage and deliver marketing communications and advertising for Piano People.
Depending on the services and technologies used, information may include:
- name and contact details;
- booking or ticket information;
- marketing preferences;
- website or digital-service activity;
- information about interactions with our marketing communications;
- online identifiers, such as cookie identifiers, advertising IDs or IP addresses;
- and information about interactions with our advertisements.
We may use advertising technologies, including technologies such as advertising pixels, conversion tracking and audience tools, where applicable, to:
- measure the effectiveness of our advertising;
- understand how people interact with our website;
- show relevant Piano People advertising;
- create audiences for advertising;
- measure conversions and ticket sales;
- and improve our marketing campaigns.
Where consent is required for cookies, tracking technologies or similar processing, we will obtain your consent before carrying out that processing. Depending on the circumstances, advertising and marketing providers may process personal information as an independent controller or jointly with us for certain processing activities. Their own privacy information will also apply to their processing. You can manage certain advertising preferences through the relevant advertising platform and through our cookie consent and privacy settings.
5. Ticketing and customer service
We use third-party ticketing, booking and customer-service providers to provide services associated with Piano People.
These providers may process information including:
- name;
- email address;
- telephone number; address;
- billing information;
- booking information;
- ticket information;
- booking status;
- payment status;
- customer-service correspondence;
- and marketing preferences.
We use this information to:
- process and administer bookings;
- issue and manage tickets;
- provide customer service;
- send essential communications;
- manage booking changes;
- investigate disputes;
- prevent fraud;
- and maintain appropriate records.
Where a provider processes information on our behalf, it will act as our data processor. A provider may also process information as an independent controller for certain of its own purposes. The provider's own privacy notice will apply to that processing.
6. Payment providers
We use third-party payment providers to process payments and administer transactions. Depending on the payment methods available for a particular purchase, these may include providers such as:
- Stripe;
- Adyen;
- and other payment providers made available through our ticketing or booking systems.
These organisations may process information necessary to complete your payment, including:
- payment information;
- billing information;
- transaction information;
- payment method;
- fraud-prevention information;
- and information necessary to administer payment plans where applicable.
We do not generally store your full payment-card details ourselves. The relevant payment provider may act as a processor for us and/or as an independent controller for certain processing activities, depending on the service and contractual arrangements. The relevant provider's own privacy notice will also apply to its independent processing.
7. Booking protection – XCover / Cover Genius
Where booking protection is offered, we use XCover / Cover Genius to provide booking-protection services. Information necessary to administer booking protection may be shared with XCover/Cover Genius, including:
- name;
- email address;
- booking reference;
- ticket information;
- purchase information;
- information relevant to a claim;
- and other information necessary to administer the protection.
If you make a claim, XCover/Cover Genius may request additional information required to assess your claim. XCover/Cover Genius may act as an independent controller for its booking-protection and insurance-related processing. Its own privacy notice and policy terms will apply to that processing.
8. Accessibility
We want Piano People to be accessible to all customers. Where accessibility services are provided, we may work with specialist accessibility providers to help customers communicate and validate their accessibility requirements. We may therefore process information about your accessibility requirements. Some accessibility information may constitute special category personal data, including information relating to health or disability. We use this information to:
- provide requested accessibility arrangements;
- provide reasonable adjustments;
- arrange appropriate facilities;
- provide accessibility assistance;
- communicate relevant requirements to staff who need the information to assist you;
- manage accessibility requests;
- and help ensure your safety at the event.
Where we process special category data, we will have both an appropriate Article 6 lawful basis and applicable Article 9 condition as required by applicable data-protection law. We will only process the minimum information necessary to provide the requested accessibility service. Where an independent accessibility provider assesses or validates your requirements, that provider may be a separate data controller. Its own privacy notice will apply to its processing.
9. Card and contactless payments
Piano People may accept card and contactless payments at our events for purchases such as food, drink, merchandise, upgrades and other event services. Payments may be processed by third-party payment service providers or payment terminals operated by us, the venue or relevant event suppliers. Depending on the payment method and provider, information processed may include:
- payment transaction information;
- transaction amount;
- date and time of the transaction;
- payment method;
- limited payment-card information, such as the card type or masked card details;
- information relating to refunds or disputed transactions;
- and information required for fraud prevention and payment security.
We use this information to:
- process payments;
- process refunds;
- reconcile transactions;
- investigate payment issues;
- prevent and detect fraud;
- investigate disputed transactions;
- and meet accounting and legal obligations.
We do not generally store your full payment-card number or security code ourselves. Payment-card information is generally processed by the relevant payment provider or payment-processing service. The relevant payment provider may act as a processor for us and/or as an independent controller for certain processing activities, depending on the service and contractual arrangements. The relevant provider's own privacy notice will also apply to its independent processing.
10. Cookies and similar technologies
We use cookies and similar technologies to operate, secure and improve our websites and digital services. These may include:
- essential cookies;
- analytics cookies;
- functionality cookies;
- personalisation technologies;
- and advertising or marketing technologies.
Where consent is required, we will obtain your consent before using non-essential cookies. You can change your cookie preferences through our cookie consent tool. Please see our Cookies Policy for further information.
11. Crowd management and analytics
Where appropriate, we may use technology to understand crowd levels and the use of different areas of a Piano People event. This may include information about:
- crowd density;
- numbers of people in particular areas;
- stage attendance;
- bar or facility demand;
- facility usage;
- and general movement or occupancy patterns.
Where individual identification or tracking is involved, we will provide appropriate information and obtain consent where required. Where individual identification is unnecessary, we will use aggregated or anonymised information wherever reasonably possible.
12. Photography, filming and recordings
Photography, filming, audio recording and audiovisual recording may take place at Piano People events. This may result in your image, likeness or voice being captured incidentally or deliberately. We may use recordings for purposes including:
- event promotion;
- marketing;
- social media;
- publicity;
- documenting the event;
- security; crime prevention;
- investigating incidents;
- and operating and improving future events.
Where required by law, we will provide appropriate notices or obtain consent. If you have a specific objection or concern about the use of your image, please contact us at hello@pianopeople.club.
13. CCTV and public safety
Video surveillance may operate at or around Piano People events for security and public-safety purposes. CCTV may be operated by The Malachite Group, the relevant venue, security providers or other organisations responsible for the relevant premises or system. CCTV and other video surveillance may be used to:
- protect attendees, staff and performers;
- protect property and infrastructure;
- prevent and detect crime;
- respond to security incidents;
- maintain public safety;
- investigate incidents;
- and support investigations where permitted by law.
Where a CCTV system is operated independently by another organisation, that organisation may be responsible for determining the purposes and means of processing. Its own privacy information may therefore apply. Appropriate signage will be provided in areas subject to video surveillance where required.
14. Who we share personal information with
We may share personal information with organisations necessary to operate and deliver Piano People. These may include: Ticketing and customer service Third-party ticketing, booking and customer-service providers. Payments Payment providers including Stripe, Adyen, Klarna and other providers used to process transactions. Booking protection XCover / Cover Genius where booking protection is purchased or administered. Accessibility Accessibility service providers where accessibility services are requested or provided. Marketing Marketing and advertising platforms where used to deliver, measure or personalise marketing. We may also share information with: event partners; venues; promoters; production companies; contractors; security and operational suppliers; IT and cloud-service providers; fraud-prevention providers; professional advisers; insurers; auditors; accountants; and government, regulatory or law-enforcement authorities where legally permitted or required. We will limit information shared to what is reasonably necessary for the relevant purpose.
15. International transfers Some of our suppliers may process personal information outside the United Kingdom, European Economic Area or other jurisdictions in which you are located. Where personal information is transferred internationally, we will use an appropriate lawful transfer mechanism where required. Depending on the circumstances, this may include:
- an adequacy decision; UK International Data Transfer Agreement (IDTA);
- UK International Data Transfer Addendum to the EU Standard Contractual Clauses (UK Addendum);
- EU Standard Contractual Clauses;
- Binding Corporate Rules;
- or another lawful transfer mechanism recognised under applicable data-protection law.
Where required, we will implement additional safeguards to protect personal information transferred internationally. You may contact us at hello@pianopeople.club if you would like further information about the safeguards applicable to a particular transfer.
16. How long do we keep your information?
We do not keep personal information indefinitely. We retain information only for as long as reasonably necessary for: providing the services you have requested; administering your booking; complying with legal and regulatory requirements; accounting and tax purposes; preventing fraud; resolving disputes; establishing, exercising or defending legal claims; maintaining appropriate business records; managing marketing preferences; and other purposes explained in this Privacy Notice.
Different categories of information may have different retention periods. Where a specific retention period cannot reasonably be stated, we use criteria such as:
- the purpose for which the information was collected;
- legal and regulatory requirements;
- the nature of the information;
- the sensitivity of the information;
- whether you continue to have a relationship with us;
- and whether the information is necessary to establish or defend a legal claim.
When information is no longer required, we will securely delete it or anonymise it where appropriate. CCTV footage may be retained for a shorter period unless it is required for an incident, investigation, legal claim or other legitimate purpose.
17. Security
We take appropriate technical and organisational measures to protect personal information against:
- unauthorised access;
- accidental loss;
- destruction;
- alteration;
- unauthorised disclosure;
- and other unlawful processing.
Access to personal information is restricted to people who need it for legitimate business or operational purposes. We also require appropriate security and confidentiality obligations from relevant service providers processing information on our behalf. No method of transmitting or storing information can be guaranteed to be completely secure.
18. Your rights
Depending on the circumstances and applicable law, you may have the right to:
- access your personal information;
- rectification of inaccurate information;
- erasure of your information;
- restriction of processing;
- object to certain processing;
- object to direct marketing;
- withdraw consent where processing is based on consent;
- data portability, where applicable;
- and request information about automated decision-making and profiling.
These rights are not absolute and certain exemptions may apply. For example, we may need to retain information where required by law or where necessary to establish, exercise or defend legal claims. The right to object to direct marketing is particularly important and can be exercised at any time.
19. Automated decision-making and profiling
We may use automated systems for limited purposes such as:
- fraud prevention;
- payment and security checks;
- ticketing or booking security;
- marketing analysis;
- advertising;
- personalisation;
- and detecting potentially fraudulent or suspicious activity.
Where we use automated processing that has a legal or similarly significant effect on you, we will provide the safeguards and information required by applicable data-protection law. These safeguards may include providing information about the decision, allowing you to make representations, and enabling appropriate human intervention where required.
20. How to exercise your rights
If you want to exercise any of your rights or have a question about how we process your personal information, please contact: The Malachite Group Limited First Floor, 5 Fleet Place London EC4M 7RD United Kingdom Email: hello@pianopeople.club
We may request information necessary to verify your identity before responding to a request.
We will respond within the period required by applicable data-protection law.
21. Complaints
If you have concerns about how we have handled your personal information, please contact us first at:
hello@pianopeople.club
We will endeavour to investigate and resolve your concern.
You also have the right to complain to the relevant data-protection supervisory authority.
United Kingdom
The UK's data-protection supervisory authority is:
Information Commissioner's Office (ICO)
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
United Kingdom
Website: https://ico.org.uk/
If you are located in another jurisdiction and applicable local data-protection law gives you the right to complain to a local supervisory authority, you may also exercise that right.
22. Third-party websites and services
Our websites, applications, emails and other communications may contain links to third-party websites, applications or services. Those organisations operate independently and may have their own privacy policies. We recommend reviewing the relevant privacy notice before providing personal information to a third party.
23. Changes to this Privacy Notice
We may update this Privacy Notice from time to time to reflect:
- changes to our services;
- changes to our suppliers;
- changes to our data-processing activities;
- changes to applicable law;
- or improvements to our privacy practices.
Where we make material changes, we will take reasonable steps to bring them to your attention where required. The latest version will be published on the Piano People website.
Last updated: 16 September 2026