Privacy Policy

Privacy Policy

Interactive Theatre International

1. Introduction
2. What is Interactive Theatre International?
3. Explaining the legal bases we rely on
4. When do we collect your personal data?
5. What sort of personal data do we collect?
6. How and why do we use your personal data?
7. Combining your data for personalised direct marketing
8. How we protect your personal data
9. How long will we keep your personal data?
10. With whom do we share your personal data?
11. Where your personal data may be processed
12. What are your rights over your personal data?
13. How can you stop the use of your personal data for direct marketing?
14. Contacting the regulator
15. If you live outside the UK
16. Any questions?

1. Introduction

This Privacy Policy explains in detail the types of personal data we may collect about you when you interact with us. It also explains how we’ll store and handle that data, and keep it safe.
We know that there’s a lot of information here, but we want you to be fully informed about your rights, and how we use your data.
We hope the following sections will answer any questions you have but if not, please do get in touch with us.
It’s likely that we’ll update this Privacy Policy from time to time. We’ll notify you of any significant changes, but please refer back to it whenever you wish.

2. What is Interactive Theatre International?

Interactive Theatre International – which we’ll refer to as ‘ITI’ in this statement – is made up of a number of related businesses and brands:
ITI itself is a registered trademark of Imagination Workshop Pty Ltd, and is an operating umbrella for all our shows created and produced for touring around the world.
‘Our shows’ relates to the following original pieces of theatre, all of which are copyright protected:

  • Faulty Towers The Dining Experience / Faulty Towers The Original Dining Experience;
  • When Basil met Sybil
  • Faulty Towers A One Night Stand;
  • The Wedding Reception / Confetti & Chaos;
  • Pamela’s Palace;
  • Signor Baffo’s Restaurant;
  • other shows as they are developed and brought into the ITI portfolio.

For simplicity, ‘we’ and ‘us’ refers to ITI and its shows.
This privacy policy relates to the UK and Europe, but if you are hearing from us and you live in other countries, then the material is deemed to be of interest or value to you and you will be trading in the appropriate currency with named suppliers. If you live outside the UK, please also refer to section 15 below.

3. Explaining the legal bases we rely on

The law on data protection sets out a number of different reasons for which a company may collect and process your personal data, including:

In specific situations, we can collect and process your data with your consent. For example, when you ask to receive our newsletters via the Newsletters page, and by buying a ticket to one of our shows. When collecting your personal data, we’ll always make clear to you which data is necessary in connection with a particular service.
Contractual obligations
In certain circumstances, we need your personal data to comply with our contractual obligations. For example, if you order tickets or gift vouchers from us for email delivery, we’ll collect your name, email address and telephone number in order to deliver your purchase.
Legal compliance
If the law requires us to, we may need to collect and process your data. For example, we can pass on details of people involved in fraud or other criminal activity affecting ITI to law enforcement agencies.
Legitimate interest
In specific situations, we require your data to pursue our legitimate interests in a way which might reasonably be expected as part of running our business and which does not materially impact your rights, freedom or interests. For example, we will use your purchase history to send you or make available personalised offers.

We also combine the shopping history of many customers to identify trends and ensure we can keep up with demand, or develop new products/services that may be of interest to you.
We will also use your address details to send you direct marketing information, telling you about products and services that we think might interest you. You may unsubscribe from these communications at any time.

4. When do we collect your personal data?

  • When you visit any of our websites and buy tickets, products and services, or redeem ITI vouchers on the phone or online.
  • When you make an online purchase and check out as (we just collect transaction-based data).
  • When you purchase a ticket, product or service by phone.
  • When you engage with us on social media (we collect your social media username).
  • When you contact us by any means with queries, complaints etc.
  • When you ask us to email you information about a product or service.
  • When you enter prize draws or competitions.
  • When you book to attend a performance of any of the shows for which we sell the tickets direct or via ticket onsellers. Note that we do not have access to your data as held by venues which host our shows.
  • When you choose to complete any surveys we send you.
  • When you comment on or review our shows, products and services on social platforms, or by email, telephone or letter.
  • When you fill in any forms. For example, if an accident happens in a venue during one of our shows, ITI may collect your personal data.
  • When you’ve given a third party permission to share with us the information they hold about you.
  • When our ticket onsellers (such as Encore, Buyagift, Virgin Experience) and our own ticket selling platform (SimpleTix) share information with us about the product you have purchased.
  • We collect data from sources (such as magazines) when you have given your consent to share information, or where the information is made public as a matter of law.
  • Any individual may access personal data related to them, including opinions. So if your comment or review includes information about the venue, show or performer(s) who provided that service, it may be passed on to them if requested.
  • When you use our venues and their car parks, they may have CCTV systems operated for the security of customers, staff and performers. These systems may record your image during your visit.

5. What sort of personal data do we collect?

  • Details of your interactions with us online, on the phone or in hard copy. For example, we collect notes from our conversations with you, details of any complaints or comments you make, details of purchases you made, items viewed or added to your basket, voucher redemptions, shows you show interest in, web pages you visit and how and when you contact us.
  • Copies of documents you provide to prove your age or identity where the law requires this (including your passport and driver's licence). This will include details of your full name, address, date of birth and facial image. If you provide a passport, the data will also include your place of birth, gender and nationality. However, this data is not stored; it may be required simply at point of purchase.
  • Details of your visits to our websites, and which site you came from to ours.
  • Information gathered by the use of cookies in your web browser. Learn more about how we use cookies and similar technologies.
  • Personal details which help us to recommend items of interest. For example, you might tell us your age, which we may use to guide our suggested shows. We’ll only ask for and use your personal data collected for recommending items of interest and to tailor your experience with us. Of course, it’s always your choice whether you share such details with us.
  • Payment card information.
  • Your comments and product reviews.
  • To deliver the best possible web experience, we collect technical information about your internet connection and browser as well as the country and telephone code where your computer is located, the web pages viewed during your visit, the advertisements you clicked on, and any search terms you entered. Learn more about this.
  • Your social media username, if you interact with us through those channels, to help us respond to your comments, questions or feedback.

6. How and why do we use your personal data?

We want to give you the best possible customer experience. One way to achieve that is to get the richest picture we can of who you are by combining the data we have about you.
We then use this to offer you promotions, products and services that are most likely to interest you. In the case of loyalty scheme members, we’ll also offer you relevant rewards.
The data privacy law allows this as part of our legitimate interest in understanding our customers and providing the highest levels of service.
Of course, if you wish to change how we use your data, you’ll find details in the ‘What are my rights?’ section below.
Remember, if you choose not to share your personal data with us, or refuse certain contact permissions, we might not be able to provide some services you’ve asked for. For example, if you’ve asked us to let you know when a show is next due to appear near you, we can’t do that if you’ve withdrawn your general consent to hear from us.

How we use your personal data and why:

  • To process any orders that you make by using our websites or on the phone. If we don’t collect your personal data during checkout, we won’t be able to process your order and comply with our legal obligations. For example, your details may need to be passed to a third party to supply or deliver the product or service that you ordered, and we may keep your details for a reasonable period afterwards in order to fulfil any contractual obligations such as refunds.
  • To respond to your queries, refund requests and complaints. Handling the information you sent enables us to respond. We may also keep a record of these to inform any future communication with us and to demonstrate how we communicated with you throughout. We do this on the basis of our contractual obligations to you, our legal obligations and our legitimate interests in providing you with the best service and understanding how we can improve our service based on your experience.
  • To protect our business and your account from fraud and other illegal activities. We’ll also monitor your browsing activity with us to quickly identify and resolve any problems and protect the integrity of our websites. We’ll do all of this as part of our legitimate interest. For example, by using automated monitoring of IP addresses to identify possible fraudulent log-ins from unexpected locations.
  • To process payments and to prevent fraudulent transactions. We do this on the basis of our legitimate business interests. This also helps to protect our customers from fraud. If we discover any criminal activity or alleged criminal activity through our fraud monitoring and suspicious transaction monitoring, we will process this data for the purposes of preventing or detecting unlawful acts. Our aim in this is to help protect the individuals we interact with from criminal activities.
  • With your consent, we will use your personal data, preferences and transaction details to keep you informed by email, web, text and telephone about relevant products and services including tailored special offers, discounts, promotions, events, competitions and so on. Of course, you are free to opt out of hearing from us by any of these channels at any time. We will not send you any communications by post.
  • To send you communications required by law or which are necessary to inform you about our changes to the services we provide you. For example, updates to this Privacy Policy, changes to performances for which you have bought tickets, and legally required information relating to your orders. These service messages will not include any promotional content and do not require prior consent when sent by email or text message. If we do not use your personal data for these purposes, we would be unable to comply with our legal obligations.
  • To administer any of our prize draws or competitions which you enter, based on your consent given at the time of entering.
  • To develop, test and improve the systems, services and products we provide to you. We’ll do this on the basis of our legitimate business interests. For example, we’ll record your browser’s Session ID to help us understand more when you leave us online feedback about any problems you’re having.
  • To comply with our contractual or legal obligations to share data with law enforcement. For example, when a court order is submitted to share data with law enforcement agencies or a court of law.
  • To send you survey and feedback requests to help improve our services. These messages will not include any promotional content and do not require prior consent when sent by email or text message. We have a legitimate interest to do so as this helps make our products or services more relevant to you. Of course, you are free to opt out of receiving these requests from us at any time by unsubscribing.
  • To build a rich picture of who you are and what you like, and to inform our business decisions, we’ll combine data captured from across ITI, third parties and data from publicly-available lists as we have described in the section 'What Sort of Personal Data do we collect?'. We’ll do this on the basis of our legitimate business interest. For example, by combining this data, this will help us personalise your experience and decide which inspiration or content to share with you. We also use anonymised data from customer purchase histories to identify trends in different areas of the country. This may then guide which shows we perform where.
  • To process your booking requests (for example, to manage special diet requirements or specific health or religious requests). Sometimes, we’ll need to share your details with a third party who is providing a service. We do so to provide best service. Without sharing your personal data, we’d be unable to fulfil your request.
  • Here’s more information on how we share personal data with third parties.

7. Combining your data for personalised direct marketing

We want to bring you offers and promotions that are most relevant to your interests at particular times. To help us form a better, overall understanding of you as a customer, we combine your personal data gathered across ITI as described above, for example when you buy tickets to The Wedding Reception and Faulty Towers The Dining Experience. For this purpose we also combine the data that we collect directly from you with data that we obtain from third parties to whom you have given your consent to pass that data onto us – such as various magazines with which we run competitions (as per point 4. above).

8. How we protect your personal data

We know how much data security matters to all our customers. With this in mind we treat personal data with the utmost care and take all appropriate steps to protect it.
We actively maintain technical, physical, and administrative security measures designed to provide reasonable protection for your personal data against loss, misuse, unauthorised access, disclosure, and alteration.
The security measures include firewalls, data encryption, physical access controls to our data centers, and information access authorisation controls. Access to your personal data is password-protected, and sensitive data (such as payment card information) is secured by SSL encryption.
While we are dedicated to securing our systems and Services, you are responsible for securing and maintaining the privacy of your own password(s) and for verifying that the personal data we hold for you is accurate and current. We are not responsible for protecting any personal data that we share with a third-party based on an account connection that you have authorised.

9. How long will we keep your personal data?

Whenever we collect or process your personal data, we’ll only keep it for as long as is necessary for the purpose for which it was collected.
When you place an order, we’ll keep the personal data you give us for seven years so that we can comply with our legal and contractual obligations.
At the end of that retention period, your data will either be deleted completely or anonymised, for example by aggregation with other data so that it can be used in a non-identifiable way for statistical analysis and business planning.
For marketing-only communications, you may unsubscribe at any time.

10. With whom do we share your personal data?


We sometimes share your personal data with essential third parties.

We apply the following policy to those third party organisations to keep your data safe and protect your privacy:


  • We provide only the information they need to perform their specific services.
  • They may only use your data for the exact purposes we specify in our contract with them.
  • We work closely with them to ensure that your privacy is respected and protected at all times.
  • If we stop using their services, any of your data held by them will either be deleted or rendered anonymous.
  • Examples of the kind of third parties we work with:
  • Venues which require direct contact in order to query or manage any special requests or feedback from you.
  • IT companies which support our website, ticketing, and other business systems.

Sharing your data with third parties for their own purposes

We will only do this in very specific circumstances, such as:

  • With your consent, given at the time you supply your personal data, we may pass that data to a third party for their direct marketing purposes. For example, if you enter a Show & Stay competition and tick a box agreeing that the hotel company can send you promotional information directly. Or if we run a joint event with a restaurant, and you agree to receive direct communications from them.
  • To authorise or enable your data to link with an ITI-authorised payment platform (eg PayPal, Simpletix), or a payment instrument (eg Visa). When you authorise such a connection, our connection and the third-party will exchange your personal data and other information directly. Examples of connections include:
    • connecting your Account to a third-party data aggregation or financial services company, if you provide such company with your Account log-in credentials; or
    • using your account to make payments to a merchant or allowing a merchant to charge your account.
  • For fraud management, we may share information about fraudulent or potentially fraudulent activity in our premises or systems. This may include sharing data about individuals with law enforcement bodies.
  • We may also be required to disclose your personal data to the police or other enforcement, regulatory or Government body, in your country of origin or elsewhere, upon a valid request to do so. These requests are assessed on a case-by-case basis and take the privacy of our customers into consideration.
  • Should we decide to expand, reduce or sell ITI, this may involve the transfer of divisions or the whole business to new owners. If this happens, your personal data will, where relevant, be transferred to the new owner or controlling party, under the terms of this Privacy Notice.
  • For further information please contact our legal team via

To help personalise your journey through ITI websites we currently use the following companies, which will process your personal data as part of their contracts with us:

Jivo chat

11. Where your personal data may be processed

Sometimes we will need to share your personal data with third parties and suppliers outside the European Economic Area (EEA), such as Australia or the USA.

International orders for performances in the UK or Europe

If you are based outside the UK and place an order with us, we will transfer the personal data that we collect from you to ITI in the UK.

Protecting your data outside the EEA

The EEA includes all EU Member countries as well as Iceland, Liechtenstein and Norway. We may transfer personal data that we collect from you to third-party data processors in countries that are outside the EEA. For example, this might be required in order to fulfil your order, process your payment details, or provide support services.
If we do this, we have procedures in place to ensure your data receives the same protection as if it were being processed inside the EEA. For example, our contracts with third parties stipulate the standards they must follow at all times. If you would like more information about these contracts please contact our legal team via
Any transfer of your personal data will follow applicable laws and we will treat the information under the guiding principles of this privacy policy


12. What are your rights over your personal data?

An overview of your different rights
You have the right to request:

  • Access to the personal data we hold about you, free of charge in most cases.
  • The correction of your personal data when incorrect, out of date or incomplete. For example, when you withdraw consent or object and we have no legitimate overriding interest, or once the purpose for which we hold the data has come to an end (such as the end of a legal requirement to hold your data).
  • That we stop using your personal data for direct marketing (either through specific channels, or all channels).
  • That we stop any consent-based processing of your personal data after you withdraw that consent.
  • Review by a Director of any decision made based solely on automatic processing of your data (i.e. where no human has yet reviewed the outcome and criteria for the decision).

In order to review any of the information about you that we hold and to make corrections if necessary, please email our legal team via with a subject line: data access request.
In order to update any special requirements made in connection with a ticket booking (eg specific diet, health or religious requests), please email our customer service team via with a subject line that includes your booking reference.
If for any reason we cannot action your request, we will explain why.

Your right to withdraw consent
Whenever you have given us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent.

Where we rely on our legitimate interest
In cases where we are processing your personal data on the basis of our legitimate interest, you can ask us to stop for reasons connected to your individual situation. We must then do so unless we believe we have a legitimate overriding reason to continue processing your personal data.

Direct marketing
You have the right to stop the use of your personal data for direct marketing activity through all channels, or selected channels. We must always comply with your request.

Checking your identity
To protect the confidentiality of your information, we will ask you to verify your identity before proceeding with any request you make under this Privacy Policy. If you have authorised a third party to submit a request on your behalf, we will ask them to prove they have your permission to act.

13. How can you stop the use of your personal data for direct marketing?

There are several ways you can stop direct marketing communications from us:

  • Click the ‘unsubscribe’ link in any email communication that we send you. We will then stop any further emails from that particular division.
  • Email with details of your request.
  • Write to: ITI, Customer Data, 144a Broadway, Didcot, Oxfordshire OX11 8RJ

Please note that you may continue to receive communications for a short period after changing your preferences while our systems are fully updated.

14. Contacting the regulator

If you feel that your data has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO).
You can contact the ICO by calling 0303 123 1113.
Or go online to (opens in a new window; please note we can't be responsible for the content of external websites).
If you are based outside the UK, you have the right to lodge your complaint with the relevant data protection regulator in your country of residence. Details can be found in Section 16.

15. If you live outside the UK

By using our services or providing your personal data to us, you expressly consent to the processing of your personal data by us or on our behalf. Of course, you still have the right to ask us not to process your data in certain ways, and if you do so, we will respect your wishes.
Sometimes we’ll need to transfer your personal data between countries to enable us to supply the goods or services you’ve requested. In the ordinary course of business, we may transfer your personal data from your country of residence to ourselves and to third parties located in the UK.
By dealing with us, you are giving your consent to this overseas use, transfer and disclosure of your personal data outside your country of residence for our ordinary business purposes.
This may occur because our information technology storage facilities and servers are located outside your country of residence, and could include storage of your personal data on servers in the UK.
We’ll ensure that reasonable steps are taken to prevent third parties outside your country of residence using your personal data in any way that’s not set out in this privacy policy. We’ll also make sure we adequately protect the confidentiality and privacy of your personal data.

16. Any questions?

We hope this privacy policy been helpful in setting out the way we handle your personal data and your rights to control it.
If you have any questions that haven’t been covered, please just get in touch:
- email us at
- or write to us at ITI, Customer Data, 144a Broadway, Didcot, Oxfordshire OX11 8RJ.

This notice was last updated on 2 May 2018.
To sign up for our latest news & offers follow this link.