Privacy Policy

Tickopedia is operated by ARDENA PLATFORMS AFRICA LTD (“Tickopedia”, “we”, “us” or “our”). This Policy explains how we handle personal data when you browse Tickopedia, create an account, buy or use a ticket, use guest checkout, contact support, organize an event or otherwise use our platform.

For processing that Tickopedia determines and controls, Tickopedia acts as the data controller. An event organizer may separately act as a data controller for attendee information it lawfully receives to operate its event.

The information we collect depends on how you use Tickopedia and may include:

• Account data: username, email address, account role, verification status, login and account-security records.
• Customer profile data: first, middle and last name, phone number, date of birth, identification country, city and country.
• Guest checkout data: name, email address, email-verification records, payment phone number and a protected guest-order access token.
• Order and ticket data: event, ticket type, quantity, price, promo code, order and payment references, payment status, ticket identifier, purchase date and check-in status.
• Payment data: payment phone number, amount, provider references, status and information needed to investigate failed, reversed or disputed transactions. We do not ask you to disclose your payment PIN.
• Organizer data: public display name, biography, profile image and verification status, together with private identity, business, compliance, event, sales and settlement information where organizer services are used.
• Support and communication data: messages, complaints, refund requests and records of service or event announcements.
• Technical and security data: IP address, browser or device information, timestamps, request and error logs, session identifiers, and activity used to secure and maintain the platform.

Public organizer pages display only the organizer’s chosen public profile information and verification status. Private customer profiles, identity records, contact details, earnings and payment details are not intended for public display.

We collect information directly from you when you register, complete a profile, verify an email address, place an order, make a payment, contact support or submit organizer information.

We also receive transaction or service information from payment providers, email-delivery services, identity-verification providers, event organizers and other providers involved in completing your request. Technical information may be collected automatically when your browser communicates with the platform.

We process personal data only where there is a lawful reason, including performance of a contract, steps requested before entering a contract, compliance with law, consent, or legitimate interests that are not overridden by your rights.

We use information to:

• create, verify, secure and administer accounts and profiles;
• process guest and account ticket orders, payments, refunds and transaction reconciliation;
• create and deliver tickets, maintain ticket history, and validate tickets at event entry;
• enable organizers to publish and operate events and send necessary event information;
• provide customer support and resolve complaints, missing-ticket, payment and entry issues;
• detect fraud, abuse, duplicate use, security threats and violations of our terms;
• maintain, troubleshoot, measure and improve platform reliability and accessibility; and
• meet accounting, tax, consumer-protection, data-protection and other legal obligations.

Some information is required to provide a requested service. For example, we need an email address to verify guest checkout and deliver tickets, and a supported payment phone number to initiate a mobile payment. Signed-in checkout requires a sufficiently complete customer profile.

If required information is not provided, we may be unable to create an account, process an order, deliver a ticket, verify entry or provide another requested service. Optional profile fields may be left blank unless they become necessary for a disclosed purpose or legal requirement.

We disclose personal data only where reasonably necessary for the purposes described in this Policy. Recipients may include:

• Event organizers and authorized venue staff, for ticket fulfilment, event communications, attendee support, entry validation, safety and lawful event operations.
• Payment providers, to initiate payments, receive authoritative transaction results, process refunds and reconcile disputes.
• Technology providers, such as cloud hosting, storage, email delivery, security, monitoring and identity-verification providers acting under appropriate obligations.
• Professional advisers and authorities, where reasonably necessary for legal claims, audits, compliance, fraud prevention, a lawful request or protection of users and the platform.
• A successor organization, if Tickopedia is involved in a genuine merger, reorganization, financing or sale, subject to applicable privacy obligations.

Organizers must use attendee information only for legitimate event-related purposes. They may not use it for unrelated marketing without an independent lawful basis and any consent required by law.

Payment providers process payment instructions on their own systems and return transaction status and references to Tickopedia. Never send Tickopedia or an organizer your payment PIN, account password or one-time verification code.

A ticket QR code is intended to contain only a ticket identifier or opaque validation value used to validate tickets at check-in. It is not intended to contain your name, email address, phone number, payment receipt or other direct personal details. Scanning records whether the ticket is valid and whether it has already been checked in.

Tickopedia uses a secure, HTTP-only session cookie to keep signed-in customers authenticated. We also use temporary browser session storage to preserve ticket selections, checkout details, payment-status information and protected guest-order access while you move through the purchase flow.

These technologies support functions you request and are not a substitute for your browser’s security. Shared-device users should sign out, close the browser session and avoid sharing guest-order links or access tokens.

Some service providers may process or store information outside Kenya. Where personal data is transferred internationally, we apply the safeguards, contractual protections, consent requirements or other lawful transfer grounds required by applicable data-protection law.

We retain personal data only for as long as reasonably necessary for the purpose for which it was collected, including providing tickets and account history, resolving payment or entry disputes, preventing fraud, maintaining security, enforcing agreements and meeting legal, tax, accounting and regulatory obligations.

Retention periods vary by record type and consider the status of the account or order, event completion, limitation periods, refund or chargeback exposure, security risk and legal requirements. Short-lived verification and access credentials expire sooner. When information is no longer required, we delete, anonymize or otherwise dispose of it securely, subject to lawful exceptions.

Deleting an account removes access to the account and initiates deletion of information that is no longer needed. Some transaction, ticket, security or compliance records may remain where retention is required or reasonably necessary for a lawful purpose.

We use administrative, technical and organizational safeguards designed to protect personal data against unauthorized access, loss, alteration, disclosure or misuse. Measures include access controls, secure session handling, protected communications, data minimization, monitoring and separation between private customer information and public organizer profiles.

No internet service can guarantee absolute security. You are responsible for protecting your password, verification codes, ticket QR codes and guest-order access details. Contact us promptly if you suspect unauthorized access.

Subject to applicable law, you may ask to be informed about processing, access personal data we hold about you, correct inaccurate or misleading information, object to or restrict certain processing, request deletion where appropriate, obtain portable data where applicable, or withdraw consent without affecting earlier lawful processing.

You can update supported customer-profile fields from your account and can request account deletion through the profile page. For another privacy request, contact support@tickopedia.com. We may need to verify your identity before acting and may retain or decline to delete information where law permits or requires it.

You may also raise a complaint with Kenya’s Office of the Data Protection Commissioner. We encourage you to contact us first so we can try to resolve the concern.

Tickopedia is not intended for independent ticket purchases by children. Where a person is under 18, a parent or legal guardian should make the purchase and provide any required information on their behalf. Event-specific age restrictions continue to apply.

We may update this Policy to reflect changes in law, technology or our services. Material changes will be communicated through the platform or another reasonable channel where required.

ARDENA PLATFORMS AFRICA LTD
Registered office: Njoro, Nakuru
Email: support@tickopedia.com
Telephone: 0707 455 425

For help with tickets or payments, you may also use the contact page.