Privacy and Cookies

These interactions may include but not limited to:

• Purchase tickets
• Join as a member
• Make a donation
• Apply for a Discover project, or other type of participatory project
• Sign up to our mailing list
• Create an account on our website
• Update your communication preferences
• Give us your access requirements
• Submit an application for employment
• Take up employment with us

Information may also be collected from the following sources:

• Through your IP address when you visit our website
• Through cookies on our website (see our Cookie Policy)
• Via publicly available sources of information (Google, Companies House, Charities Commission, information published in articles/newspapers)
• Through social media channels such as Facebook, X (formerly Twitter), and Instagram
• Employment application forms and/or CVs you submit to us
• We also collect and track anonymised data on our social media audiences to better understand the groups of people who engage with us online.  

Information you may be requested to provide to us:

• Name and title
• Email address(es)
• Postal/billing address(es)
• Telephone number(s)
• Date of birth
• Payment card details
• Bank details
• Access requirements
• Dietary requirements
• Contact preferences
• Employment information

Information we collect:

• Purchase history
• Membership history
• Donation history
• Project participation history
• Email communication history, as well as whether you opened/clicked the email

We may also collect data about your visits to our website. This may include your IP address, the time and date of your visit, the pages you browsed, the referring website (if provided) and the browser and device you used to visit our website. This information is collected to help diagnose and manage the website, to audit the geographical makeup of users, to establish how they have arrived at the website, and how they interacted with the website during their visit.

We use cookies which retain information about your online behaviour, preferences and settings. For more information, please refer to our Cookie Policy.

Depending on your settings or the privacy policies for social media services like Facebook, Instagram or X (formerly Twitter), you may give us permission to access information from those accounts or services, such as your behaviour on these services and across our site. We never see your individual data in this way; we can only interact with groups of people and their anonymised behaviour on these websites. For more information on how to control your privacy settings for these services, go to the following links:

Facebook
X (formerly Twitter)
Instagram

We may collect information such as job history, trusteeship, political preferences, locality and philanthropic activities where it is publicly published by organisations such as Companies House, Google, 192.com, and in articles/newspapers.

From time to time we may screen our database against recognised data hygiene files such as the National Change of Address file and cleanse our database. We may also update inaccurate data if the information is available.

This is not an exhaustive list and we may retain different types of information for different individuals based on the service we are providing, and the way they interact with our organisation.

In the context of you submitting an application for, or taking up employment with us; or us approaching you for a position, we may also collect sensitive personal data relating to you, including, which will remain confidential:

• Racial or ethnic origin
• Physical and mental health
• Trade union membership

To carry out our business and to provide a service or carry out a contract with you, to:

• Fulfil ticket, merchandise, donation and membership requests
• Invite you to events or workshops as per your membership benefits
• Process payments
• Provide a customer service function and to help us with internal administration
• Contact you with important information relating to your booking or purchase, such as confirming your order, reminding you of an upcoming performance you’ve booked for or letting you know about cast changes, travel/venue information that may affect your visit, or to advise of a performance cancellation
• Administrate, manage, analyse and assess data in connection with your recruitment, employment and remuneration, including sick pay scheme (if any)

Where we have your consent, to:

• Send you updates via email about what’s on, ticket or membership offers, and news
• Email you about a topic you’ve requested to hear more on such as specific productions, our
• Participation work, ticket schemes or opportunities to support our work
• Advertise via digital advertising platforms about what’s on, offers and news
• Monitor Equal opportunities in relation to employment

Where we have a legal obligation to:

• Use CCTV recording equipment in and around our premises for monitoring and security purposes
• Detect and reduce fraud including money laundering and credit risk
• Enable us to safeguard your health and safety at work
• Comply with our statutory employment obligations

Where we have legitimate interest to:

• Learn about your interests and preferences so that we can contact you with information that is relevant to you
• Provide you with useful and important information about your visit to the theatre
• Help us refine our Marketing and Development communications and adverts so that they’re more relevant to you
• Send relevant invitations to events, press night or other fundraising opportunities via post or phone if we believe this would be of interest
• Use your pseudonymised details to show you advertising on social media platforms including Facebook, Instagram and X (formerly Twitter) or via other third party advertising that may appear on other websites you use. The information shared with these platforms is pseudonymised to protect your personal data
• Classify our audience into groups or segments, using booking and publicly available information. These segments help us to understand our audience better and ensure we’re sending relevant messages to each group. We may use third party processors to help achieve this.  We also submit these anonymously as part of reporting to fundraising and public funding bodies
• Participate in audience surveys to build an aggregate picture of local and national audiences across theatres in the UK. This allows us to understand our audience in a local and national context and helps us to identify new audience opportunities
• Measure and understand how our audiences respond to a variety of marketing activity so we can ensure our activity is well targeted, relevant and effective
• Analyse and continually improve the services we offer including our artistic output, our website and our other activity
• Ensure we are maximising our ticket sales wherever possible
• Help us run the test version of our website and Customer Relationship Management (CRM) system that we use internally to pilot new features and ensure the smooth running of our customer services
• Enable us to fundraise effectively because we are a charity. For further information, see the below section

We also collect information in order to better inform our Development team about prospective donors, to fulfil our fundraising goals as a charity. This is to ensure we are providing appropriate opportunities for people to support our work, should this be of interest to them.

Before contacting these individuals, we may seek additional information, including Donmar Warehouse booking and connections, business network information, and publicly available information relating to: residential location, wealth and assets, family (not including information about children unless given personally by the individual), career, donations to other organisations (including political parties where they are made public by the individual) and hobbies and interests to create a profile of their interests and preferences.

We use a number of different sources to aid us in these fundraising activities, including newspaper websites and archives, Trust Funding, Companies House records, housing market websites and the electoral roll as well as official websites of companies, charities and other arts organisations.

In addition to general use of the internet we also make use of company, director and shareholder information from publicly available information providers. We may also use publicly sourced images to help identify individuals who attend our special events.

This helps us understand the background of the people who may choose to support us and helps us to make requests for gifts to those who may be able and willing to give.

Further information about who we share your data with 

• Name on card, credit card number, billing address, CVV, amount of transaction and order number with Opayo in order to process online transactions
• Name on bank account, bank account number, sort code, amount of direct debit, frequency and customer number with Bottomline in order to process direct debit transactions
• Name, email address, mobile phone number and order details with Dotdigital in order to produce email marketing campaigns and pre- and post-show emails, and to analyse their effectiveness or to send SMS notifications to you about your booking
• Websites providing questionnaire or survey functionality such as Survey Monkey . These are accessed either directly through those websites, or embedded into our own website
• Name on card, credit card number, billing address, CVV, amount of transaction with Stripe in order to process online transactions via ondemand.donmarwarehouse.com
• Name, postal address and membership level (if applicable) to Hexagon Print in order to send out postal mail
• Service providers who aggregate data in order for us to do benchmark reporting across the industry
• Service providers who analyse data in order for us to better understand our audience behaviour, specifically Morris Hargreaves McIntyre and Baker Richards
• Other organisations such as competition organisers if you choose to take part in such activities that need administration by third parties and you choose to opt in for contact from those organisations
• Third party advertisers (such as Facebook or Google) to help us identify customers similar to our audience or to serve adverts they deem relevant to you on third party websites. The information shared with these advertisers is pseudonymised to protect your personal data
• Our ticketing system provider Spektrix who provide support should our ticketing system require development of new features or maintenance
• Our website provider After Digital who provide support should our website require development of new features or maintenance
• Our telephone providers NSL and Cedar Telecoms who provide support should our telephone systems require development of new features or maintenance
• Our IT provider Protronics Networks who provide support should our internal IT systems require development of new features or maintenance
• Job application forms with Breathe who retain this for at least 90 days
• Where required to do so (for example, if required to do so by the ‘know your donor’ principles under charity law or a court order), or when requested by the police or a regulatory or government authority investigating illegal activities

The Donmar is not responsible for the privacy notices and practices of other websites even if accessed using links from www.donmarwarehouse.com and recommends that you check the policy of each website you visit and contact its owner or the Donmar if you have any concerns or questions.

Despite all our precautions, no data transmission over the internet is 100% secure. We cannot guarantee the security of any information which you disclose to us and so wish to draw your attention to the fact that you do so at your own risk.  

Further information about how we protect your data

As part of the services offered to you through the Donmar Warehouse website, the personal information you provide may be transferred to countries outside the European Economic Area (EEA), for example, if any of the computer servers used to host the website are located in a country outside of the EEA. If the Donmar transfers your personal information outside of the EEA in this way, we will take steps to ensure that your privacy rights continue to be protected as outlined in this Privacy Policy.

The Donmar may transfer your data to the USA to organisations such as Meta (Facebook and Instagram) and Google. The USA has weaker data protection laws than that of the EEA and therefore we will ensure that only organisations who are a part of the EU privacy shield initiative will handle your personal information.

We will keep your information only for as long as is reasonably necessary for the purposes set out in this privacy policy and to fulfil our legal obligations. We will not keep more information than we need. The retention period will vary according to the purpose, for example if purchasing a ticket only, we will typically keep your data for up to ten years from the date of your last interaction whereas if you have become a member of the Donmar Warehouse, we will hold your details indefinitely. For further information about how long we will keep your information, please contact us using the contact details outlined in this notice.

If you ask us to stop sending direct marketing communications to you, we will retain the information required (e.g. name, address or email address) indefinitely to ensure we adhere with such requests.