1. INTRODUCTION
Welcome to Shumaar ("we," "our," or "us"). At Shumaar, we are committed to protecting your information and your right to privacy. We understand that when you use our platform to purchase tickets or access event information, you are placing your trust in us. We take this responsibility seriously and are dedicated to providing a secure and transparent environment for all our users. This Privacy Policy is designed to help you understand how we collect, use, disclose, and safeguard your information when you visit our website shumaar.pk, use our mobile application, and engage with our ticketing services (collectively referred to as the "Services"). Our policy is compliant with major data protection regulations, and other applicable laws. We strive to provide you with control over your information and ensure that you are fully informed about your rights and choices. Please take the time to read this privacy policy carefully. If you have any questions or concerns about our policy or practices with regards to your information, please contact us using the information provided in the "Contact Us" section of this policy. By accessing or using our Services, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with the terms of this privacy policy, please do not access the site or use our services.
2. INFORMATION WE COLLECT
We collect several types of information for various purposes to provide and improve our Services to you. The types and amount of information we collect depend on the nature of your interaction with us.
2.1 Personal Identifiers
When you create an account, purchase tickets, or interact with our platform, we may collect the following personal identifiers:
- Name (first and last name)
- Email address
- Phone number
- Postal address (including billing and shipping addresses)
- Username and password
- Social media handles (if you choose to link your social media accounts)
- Government-issued identification numbers (in certain jurisdictions or for specific types of events)
2.2 Payment Information
To process your ticket purchases and other transactions, we collect payment information, which may include:
- Credit or debit card numbers
- Card expiration dates and CVV codes
- Bank account numbers and routing numbers (for direct debit transactions)
- account information
- Other digital wallet information (e.g easypaisa, jazz cash)
Note: We do not store complete credit card numbers. Instead, we use tokenization services provided by our payment processors to enhance security.
2.3 Profile Information
To personalize your experience and provide relevant recommendations, we may collect:
- Age or date of birth
- Gender
- Preferences (e.g., favorite music genres, artists, sports teams, or event types)
- Profile picture (if you choose to upload one)
- Biography or "About Me" information (if you choose to provide it)
- Location data (if you enable location services)
2.4 Transaction Information
We collect information about your interactions with our Services, including:
- Details about ticket purchases (event name, date, time, venue, seat information)
- Purchase history
- Event attendance history
- Refund or exchange requests
- Customer service interactions
2.5 Technical Data
When you use our Services, we automatically collect certain technical information, including:
- IP address
- Browser type and version
- Operating system
- Device information (e.g., device type, model, unique device identifiers)
- Mobile network information
- Time zone setting
- Geolocation data (if permitted by your device settings)
2.6 Usage Data
We collect information about how you interact with our Services, such as:
- Pages or screens you view
- Time spent on pages or screens
- Click-through data (the links you click on)
- Search queries
- Features you use
- Content you view, share, or download
- Forms you complete or partially complete
2.7 Communication Data
If you contact us directly or participate in user surveys, we may collect additional information:
- Contents of emails, chat messages, or letters you send us
- Feedback or survey responses
- Social media communications if you contact us through social media platforms
2.8 Marketing and Communications Data
With your consent, we may collect:
- Your preferences in receiving marketing communications from us
- Your communication preferences
3. HOW WE USE YOUR INFORMATION
We use your information for various purposes to provide, maintain, and improve our Services. Here's a detailed breakdown of how we use the information we collect:
3.1 To Provide and Maintain our Services
- Create and manage your account
- Process ticket purchases and payments
- Deliver electronic tickets or facilitate physical ticket delivery
- Provide customer support and respond to your inquiries
- Fulfill your requests for specific services or information
- Facilitate event check-ins and ticket validations
3.2 To Process and Complete Transactions
- Verify your identity for payment processing
- Detect and prevent fraudulent transactions
- Communicate with financial institutions or payment processors to complete transactions
- Issue refunds or process exchanges when applicable
3.3 To Send Transaction Confirmations and Event Reminders
- Send purchase confirmations and receipts
- Provide order status updates
- Send event reminders and important event-related information
- Notify you about changes to the event (e.g., time, venue, lineup changes)
3.4 To Personalize Your User Experience
- Provide personalized event recommendations based on your preferences and history
- Customize the content and layout of our platform for individual users
- Remember your preferences and settings
- Offer targeted promotions or discounts based on your interests
3.5 To Communicate About Promotions and News
- Send promotional emails about new events, special offers, or other information we think you may find interesting
- Deliver newsletters or updates you have subscribed to
- Inform you about changes to our Services or policies
- Conduct surveys or collect feedback to improve our Services
3.6 To Maintain the Safety and Security of our Platform
- Detect, prevent, and address technical issues
- Identify and prevent fraudulent activities or unauthorized access
- Enforce our terms of service and other policies
- Protect the rights, property, or safety of our users, employees, or others
3.7 To Comply with Applicable Laws and Regulations
- Respond to legal requests from public and government authorities
- Comply with court orders or legal processes
- Enforce our legal rights or defend against legal claims
- Fulfill tax reporting obligations
3.8 To Respond to Legal Requests and Prevent Harm
- Cooperate with law enforcement investigations
- Address government or regulatory inquiries
- Protect against legal liability
- Safeguard the vital interests of our users or others
3.9 To Resolve Disputes and Troubleshoot Problems
- Investigate and resolve user complaints or disputes
- Identify and fix technical issues or bugs in our Services
- Analyze trends and usage patterns to improve our platform's performance
3.10 For Research and Development
- Analyze user behavior to improve our Services
- Develop new products, services, or features
- Conduct market research and analysis
3.11 For Marketing and Advertising Purposes
- Serve targeted advertisements on our platform or third-party websites
- Measure the effectiveness of our advertising campaigns
- Analyze the performance of our marketing efforts
4. SHARING YOUR INFORMATION
We understand the importance of keeping your information secure and confidential. However, there are certain circumstances where we may need to share your information. Here's a detailed explanation of when and how we might share your data:
4.1 With Event Organizers
We share necessary information with event organizers to:
- Facilitate event check-in and ticket validation
- Provide attendee lists for event management purposes
- Enable organizers to communicate important event information directly to ticket holders
- Assist with crowd management and security measures
Information shared may include:
- Name
- Email address
- Ticket type and quantity
- Specific seat or section information (if applicable)
Note: We have agreements in place with event organizers to ensure they handle your data responsibly and in compliance with applicable laws.
4.2 With Service Providers
We may share your information with third-party vendors, service providers, contractors, or agents who perform services for us or on our behalf. These entities may include:
- Payment processors (e.g., XPay) to handle financial transactions
- Cloud storage providers to securely store your data
- Email service providers to send transactional and marketing emails
- Customer support software providers to manage inquiries and support tickets
- Analytics companies to help us understand how our Services are used
- Marketing and advertising partners to deliver targeted advertisements
These service providers are contractually obligated to use your information only as necessary to provide services to us and are required to maintain the confidentiality and security of your data.
4.3 For Business Transfers
If we are involved in a merger, acquisition, financing due diligence, reorganization, bankruptcy, receivership, sale of company assets, or transition of service to another provider, your information may be transferred as part of such a transaction. We will provide notice before your information becomes subject to a different privacy policy.
4.4 With Your Consent
We may disclose your information for any purpose with your explicit consent. For example:
- If you opt to share your attendance at an event on social media
- If you choose to participate in a promotional campaign that involves sharing your information with a third party
4.5 Other Legal Reasons
We may disclose your information without your consent in certain situations:
- To comply with applicable laws and regulations
- To respond to a subpoena, court order, or other legal processes
- To protect our rights, property, or safety, or that of our users or others
- To detect, prevent, or address fraud, security, or technical issues
- To cooperate with law enforcement investigations
- To enforce our terms of service or other agreements
In such cases, we will only disclose information that is necessary and relevant to the specific situation.
4.6 Aggregated or De-identified Data
We may share aggregated or de-identified information that cannot reasonably be used to identify you with third parties for various purposes, including:
- Industry analysis
- Demographic profiling
- Marketing and advertising
- Research and development
5. DATA RETENTION
We retain your information only for as long as necessary to fulfill the purposes outlined in this privacy policy, unless a longer retention period is required or permitted by law. The criteria used to determine our retention periods include:
- The length of time we have an ongoing relationship with you and provide our Services
- Whether there is a legal obligation to which we are subject (for example, certain laws require us to keep records of your transactions for a certain period of time before we can delete them)
- Whether retention is advisable in light of our legal position (such as in regard to applicable statutes of limitations, litigation, or regulatory investigations)
Here are some specific retention periods for different types of data:
- Account Information: We retain your account information for as long as your account is active and for a reasonable period thereafter in case you decide to re-activate the Services. We also retain some of your information as necessary to comply with our legal obligations, to resolve disputes, to enforce our agreements, to support business operations, and to continue to develop and improve our Services.
- Transaction Data: We retain transaction data for 6 years to comply with tax and accounting requirements.
- Usage Data: We retain usage data for 24 months to analyze trends and improve our Services.
- Marketing Data: If you have opted in to receive marketing communications, we retain this data until you unsubscribe or request to have your data deleted.
When we no longer need to use your information and there is no need for us to keep it to comply with our legal or regulatory obligations, we'll either remove it from our systems or depersonalize it so that we can't identify you.
6. DATA SECURITY
Protecting your information is of utmost importance to us. We have implemented appropriate technical and organizational security measures designed to protect the security of any information we process. Our security measures include:
- Encryption: We use industry-standard encryption protocols (such as SSL/TLS) to protect data transmission over networks.
- Access Controls: We limit access to information to employees, agents, contractors, and other third parties who have a business need to know. They are subject to strict contractual confidentiality obligations and may be disciplined or terminated if they fail to meet these obligations.
- Data Anonymization: Where possible, we anonymize or pseudonymize personal data to reduce the risk of unauthorized access.
- Firewalls and Security Software: We use firewalls, intrusion detection systems, and other security software to protect our networks and systems.
- Regular Security Audits: We conduct regular security assessments and penetration testing to identify and address potential vulnerabilities.
- Employee Training: Our employees receive regular training on data protection and information security practices.
- Incident Response Plan: We have a comprehensive incident response plan in place to address any potential data breaches promptly and effectively.
- Physical Security: Our data centres and offices have appropriate physical security measures to prevent unauthorized access.
- Third-Party Assessments: We regularly assess the security practices of our third-party service providers to ensure they meet our high standards.
While we strive to use commercially acceptable means to protect your information, no method of transmission over the Internet or method of electronic storage is 100% secure. Therefore, while we strive to protect your information, we cannot guarantee its absolute security.
In the event of a data breach that affects your information, we will notify you and the relevant authorities as required by applicable laws.
7. YOUR DATA PROTECTION RIGHTS
Depending on your location and applicable laws, you may have certain rights regarding your information. We are committed to respecting these rights and providing you with control over your data. Here's a detailed explanation of these rights and how you can exercise them:
7.1 Right to Access
You have the right to request copies of your information. We may charge you a small fee for this service if allowed by applicable law.
7.2 Right to Rectification
You have the right to request that we correct any information you believe is inaccurate or incomplete.
7.3 Right to Erasure (Right to be Forgotten)
You have the right to request that we erase your information, under certain conditions. Please note that we may not be able to comply with your request if we are legally obligated to retain the information.
7.4 Right to Restrict Processing
You have the right to request that we restrict the processing of your information, under certain conditions.
7.5 Right to Data Portability
You have the right to request that we transfer the data that we have collected to another organization, or directly to you, under certain conditions.
7.6 Right to Object
You have the right to object to our processing of your information, under certain conditions.
7.7 Rights Related to Automated Decision-making and Profiling
You have the right not to be subject to a decision based solely on automated processing, including profiling, which produces legal effects concerning you or similarly significantly affects you.
7.8 Right to Withdraw Consent
If we are relying on your consent to process your information, you have the right to withdraw that consent at any time.
7.9 How to Exercise Your Rights
To exercise any of these rights, please contact us using the details provided in the "Contact Us" section below. We will respond to your request within the timeframe required by applicable law (in most cases, within 30 days).
To protect your privacy and security, we may need to verify your identity before processing your request. In some cases, we may need to request specific information from you to help us confirm your identity.
7.10 No Discrimination
You will not be discriminated against for exercising any of your data protection rights. This means we will not:
- Deny you goods or services
- Charge you different prices or rates for goods or services
- Provide you with a different level or quality of goods or services
- Suggest that you may receive different prices or rates for goods or services or a different level or quality of goods or services
8. REFUND POLICY
At Shumaar, we strive to ensure customer satisfaction while maintaining fairness to event organizers. Our refund policy is designed to balance these interests. Please read this section carefully to understand your rights and options regarding refunds.
8.1 General Refund Terms
- All sales are final unless otherwise stated by the event organizer or required by law.
- Refund policies may vary by event, as determined by the event organizer.
- We act as an agent for the event organizers and our ability to issue refunds is subject to their approval and policies.
8.2 Eligibility for Refunds
Refunds may be available under the following circumstances:
- Event Cancellation: If an event is cancelled and not rescheduled, you will be eligible for a refund of the ticket price and any per-ticket fees.
- Event Rescheduling: If an event is rescheduled, your tickets may be valid for the new date. If you cannot attend the rescheduled date, you may be eligible for a refund, subject to the event organizer's policy.
- Significant Changes: If there are significant changes to an event (e.g., change of headliner for a concert), refunds may be offered at the discretion of the event organizer.
- Error in Purchase: If you made an error in your purchase (e.g., wrong date, venue), refunds may be considered on a case-by-case basis if requested within 24 hours of the purchase.
- Technical Issues: If you encounter technical issues during the purchase process that result in unintended purchases, contact our customer support immediately for assistance.
8.3 Refund Process
- Refunds will be processed to the original payment method (credit card, debit card, or third-party payment gateway).
- In case of third-party payment gateways (e.g., XPay), any processing fees are non-refundable.
- To request a refund (in eligible cases), you must contact Shumaar support at support@shumaar.co / at +92-306-5607569 or directly via the ticket management section in your account within the allowed timeframe.
8.4 Refund Timeframes
- The decision on refund eligibility will be communicated within [3-5] business days of receiving your request.
- For eligible refunds, we will process the refund within 5-10 business days of approval.
- The time it takes for the refund to appear in your account depends on your payment method and financial institution, typically 10-20 business days for credit cards and up to 4 weeks for bank transfers.
8.5 Non-Refundable Items
The following are generally non-refundable:
- Shipping fees
- Service fees or convenience fees, unless otherwise required by law
- Donations included with ticket purchases
- Insurance purchased for tickets
8.6 Resale and Transfer
- If you are unable to attend an event and refunds are not available, you may have the option to resell or transfer your tickets through our official resale platform, subject to the event organizer's approval.
- Resale or transfer may be subject to additional fees.
8.7 Exceptions and Special Circumstances
- Force Majeure: In cases of force majeure (e.g., natural disasters, public emergencies), refund policies may be adjusted based on the specific circumstances and local regulations.
- Fraudulent Activity: We reserve the right to refuse refunds and cancel orders if we suspect fraudulent activity.
8.8 Consumer Rights
This refund policy does not affect any statutory rights you may have under applicable consumer protection laws.
8.9 Changes to Refund Policy
We may update our refund policy from time to time. Any changes will be posted on this page with a revised "Last updated" date. Your continued use of our services after such changes constitutes your acceptance of the new refund policy.
8.10 Contact Us for Refund Inquiries
If you have any questions or concerns about our refund policy or a specific refund request, please contact our customer support team using the information provided in the "Contact Us" section of this policy.
9. COOKIES AND TRACKING TECHNOLOGIES POLICY
9.1 Introduction
This Cookies and Tracking Technologies Policy explains how Shumaar ("we," "us," or "our") uses cookies and similar tracking technologies when you visit our website or use our services. We use these technologies to enhance your experience, analyze usage patterns, and provide personalized content and advertisements.
9.2 What are Cookies and Tracking Technologies?
Cookies are small text files that are placed on your device when you visit a website. They help the website remember your preferences and actions. Other tracking technologies, such as web beacons, pixels, and local storage, work similarly to collect information about your browsing activities.
9.3 Types of Cookies and Tracking Technologies We Use
We use the following types of cookies and tracking technologies:
9.4 Essential Cookies
These are necessary for the website to function properly. They enable basic functions like page navigation and access to secure areas of the website.
9.5 Performance and Analytics Cookies
These cookies help us understand how visitors interact with our website by collecting and reporting information anonymously. This allows us to improve our website's performance and user experience.
9.6 Functionality Cookies
These cookies enable the website to provide enhanced functionality and personalization. They may be set by us or by third-party providers whose services we have added to our pages.
9.7 Targeting and Advertising Cookies
These cookies are used to deliver advertisements more relevant to you and your interests. They are also used to limit the number of times you see an advertisement and help measure the effectiveness of advertising campaigns.
9.8 Social Media Cookies
These cookies are set by social media services that we have added to the site to enable you to share our content with your friends and networks.
9.9 How We Use Cookies and Tracking Technologies
We use cookies and tracking technologies for the following purposes:
- To provide and maintain our services
- To analyze user behavior and improve our website and services
- To personalize your experience
- To provide targeted advertising
- To measure the effectiveness of our marketing campaigns
- To comply with legal obligations
9.10 Third-Party Cookies and Tracking Technologies
We may allow third-party service providers to use cookies and other tracking technologies on our website. These third parties may collect information about your online activities over time and across different websites. We do not control these third parties or their use of such technologies.
9.11 Your Choices and Control
You have the right to decide whether to accept or reject cookies. You can exercise your cookie preferences through your browser settings. Most web browsers allow some control of most cookies through browser settings. To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit www.aboutcookies.org or www.allaboutcookies.org.
Please note that if you choose to reject certain cookies, you may not be able to use some features of our website or services.
9.12 Do Not Track Signals
Some browsers incorporate a Do Not Track feature that signals to websites you visit that you do not want to have your online activity tracked. Our website does not currently respond to Do Not Track signals.
9.13 Updates to This Policy
We may update this Cookies and Tracking Technologies Policy from time to time. We will notify you of any changes by posting the new policy on this page and updating the "Last Updated" date.
10. Contact Us
If you have any questions, or concerns about this Privacy Policy, please contact us at the following:
Address: 106, Street 22, Overseas Enclave - B, Lahore, Pakistan
