On Track Retail Privacy Policy

OnTrack Retail Privacy Policy

At On Track Retail protecting your personal data and privacy is paramount to us. Our Privacy Policy explains how we collect, use, share, and protect your information when you use our website and services.

What Types of Information We Collect

When you use TicketyBoo, we collect personal information in the following ways:

a) Information You Give Us Directly

• Your name and how to reach you
  • So we know where to send you your tickets and updates (email, phone, address).
• Your Payment information
  • When you buy a ticket, your payment will be securely handled by our trusty payment providers. Don’t fret! We will never store your full card details ourselves
• Your Account Details
  •  When you create an account we’ll store you usernames and password (safely encrypted of course)
• Your Travel Plans
  •  Origin, destination, or preferred routes – basically, where you’re going and how you like to get there.

b) Information We Collect Automatically

• Your device and connection details:
  • Things like your IP address and device type
• Your Browser Type and Operating System:
  • Chrome? Safari? Perhaps something a little more adventurous? We just want to make sure the site works right for you
• Your site usage:
  • We keep track of things like which pages you visit, what you click on and how long you stay there. This helps us to improve TicketyBoo and make booking that bit easier
• Your Cookie Data:
  • Yes, we use cookies (the digital kind, not the chocolate chip kind), check out our cookie policy below for the detail
• Your Location Data (app users only):
  • If you use the TicketyBoo app and give us permission, we may collect your device’s location. This helps us: Find nearby stations in the Journey Planner and verify your location when you buy or request a refund (to reduce fraud and keep your account secure)
  • We only collect this data if you’ve enabled location services on your device, and you can switch it off any time in your device settings.

c) Information from Third Parties

• Train operators and ticketing partners
  • We share booking details with them so we can make sure your tickets are issued correctly and your journey goes to plan.
    
• Payment providers
  • They let us know when your payment goes through (or if something looks suspicious) so we can keep your transactions safe and secure.

How We Use Your Information

We use your information for the following purposes:

a) To process your bookings and deliver your tickets

• We use your details to handle payments, issue your tickets and send them your way so you’re ready to travel
  • Legal basis: To perform our contract with you.

b) To provide customer support

• If you contact us for help, we’ll use your data to support you or answer any questions you may have
  • Legal basis: To perform our contract with you and where necessary for our legitimate interest in providing effective customer service.

c) To send you service-related communications

• We’ll let you know when your ticket is confirmed, if your journey has been altered or there’s any disruption to your service – only the essentials
  • Legal basis: To perform our contract with you and comply with legal obligations relating to passenger rights.

d) To personalise your experience

• We remember what you like so there’s less faff on your next visit
  • Legal basis: Our legitimate interest in improving our services and providing you with a better user experience.

e) To improve our website and services

• We analyse how you use the site, this helps our techy people fix bugs, improve features and keep TicketyBoo running smoothly
  • Legal basis: Our legitimate interest in operating and improving our business.

f) To protect you and us from fraud

• We use data to spot anything unusual and present misuse of our services
  • Legal basis: Our legitimate interest in protecting our business and customers and complying with legal obligations.

g) To meet legal and regulatory obligations

• Sometimes we need to use your information to meet legal, tax or regulatory requirements
  • Legal basis: Compliance with our legal obligations.

h) To send you marketing communications (only if you say yes)

• If you let us, we’ll keep you posted about offers, discounts and new features. Don’t worry you can unsubscribe anytime
  • Legal basis: Your consent. You can withdraw consent at any time by clicking the unsubscribe link or contacting us.

Who We Share Your Data With

We share your personal information only when necessary and always securely. We may share your data with:

• Train Operating Companies (TOCs): We work with the train operators who run your journeys 
• Payment providers: When you pay for your ticket, your payment details are processed securely by trusted payment partners who help us handle transactions and process refunds if needed
• Service providers: We sometimes use specialist companies to help us deliver our services – like customer support platforms, secure cloud hosting or IT systems. They only get the data they need and must keep it safe.
• Regulatory bodies and law enforcement: In some cases, we may have to share your information if the law requires us to, or if it’s needed to protect you, us, or others (such as preventing fraud or dealing with legal claims)
• ATOC Ltd (Railcards): If you buy a Railcard, we’ll share your name and email address with ATOC Ltd, who manage Railcard sales as an independent Data Controller. They use this information to process your Railcard, prevent fraud, and verify purchases. You’ll have a separate contract with them when you buy a Railcard – for more details, see ATOC’s Privacy Policy

We never sell your data to third parties.

International Data Transfers 

We currently only process your information within the UK

Cookies and Tracking Technologies

Like most websites, we use cookies to help make the site run properly and improve the TicketyBoo experience.  

Cookies are small data files that are placed on your device when you visit our website. They help us: 

• Remember who you are next time you pop back
• Save your preferences so we don’t waste your time
• Understand how you use the site so we can keep on improving
• Make your browsing and booking faster, smoother, and more personal.

Your Cookie Choices

You’re always in control. You can manage your cookie preferences anytime through your browser settings.

If you’re curious to know exactly what cookies we use, check out our Cookies Policy for all the detail 

How We Keep Your Data Secure

We are committed to safeguarding your personal information and take the security of your data seriously. We have implemented a combination of technical and organisational measures designed to protect your information from loss, misuse, unauthorised access, disclosure, alteration, or destruction.

At TicketyBoo, keeping your personal data safe and sound is of the utmost importance. 

We use a combination of technical tools and good old-fashioned common sense to protect your information from things like loss, misuse, or unauthorised access. Here’s how we do it:

• Secure servers: All of your information is stored on secure servers with strict access controls 
• Encryption: Any sensitive information, like payment details, is encrypted during transmission to keep it hidden from prying eyes.
• Regular security checkups:  We routinely review our security and monitoring systems to ensure any issues are ironed out quickly
• Trained Team: Our team is trained to handle your data properly 
• Access only when needed: Only authorised members of the TicketyBoo team (and our trusted partners) can access your data and they are bound by our rules

A quick word of caution

While we do everything we reasonably can to protect your information, While we do everything we reasonably can to keep your information secure, please remember that sending data over the internet is never 100% risk-free. We recommend:

• Keeping your password private
• Being cautious when using shared or public devices

Your Rights

At TicketyBoo we believe that you should always be in control of your personal information. Here’s what rights you have when using TicketyBoo: 

• Access: You can ask for a copy of your personal data at any time
• Rectification: Any of your information is wrong or out of date? For example your name or address, this can be fixed within your TicketyBoo Account 
• Erasure: You have the right to delete your information, for example if you no longer want to use TicketyBoo
• Restriction: In certain cases you can ask us to restrict how we process your data, for example if you want us to check something first
• Objection: You can say no to certain processing uses, like direct marketing
• Data Portability: Where available, if you want to move your data elsewhere we can do this for you
• Withdraw Consent: If you’ve given us consent, you can change your mind anytime.

How to exercise your rights:

To do any of the above, simply get in touch at dataprotection@myticketyboo.com and we’ll help you out. We’ll always respond as soon as we can and in line with UK data protection laws.

If you’re ever unhappy with how we handle your information, you can also raise a concern with the UK’s Information Commissioner’s Office (ICO) at www.ico.org.uk.

The Data Controller

If you have any questions about this policy or how we use your personal data, please contact:

• Email: dataprotection@myticketyboo.com
• Post: On Track Retail Limited, Second Floor, 55 Degrees North, Pilgrim Street, Newcastle Upon Tyne, NE1 6BL.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO). More information about the Data Protection Act can be found on the ICO Website:  https://ico.org.uk/

Updates to This Policy

We may update this policy from time to time. When we do, we will post the updated version on this page and notify you if the changes are significant.