Privacy Policy

1.About this Policy & your consent

“Personal information” means information or an opinion about an identified individual, or an individual who is reasonably identifiable, as defined in the Privacy Act 1988 (Cth). This Policy covers all personal information we handle through the Service.

By creating an account, connecting or forwarding email to us, or otherwise using the Service, you acknowledge this Policy and consent to us collecting, holding, using and disclosing your personal information as described here. If you do not agree, please do not use the Service. Our Terms of Service also apply to your use of the Service.

Because a core function of the Service is reading your ticket confirmation emails, some of the information we handle can be detailed. We only ever access the mail you choose to give us — by forwarding it, connecting a mailbox and then tapping Scan inbox, or configuring an inbox poll. We do not run any background or automatic mailbox scanning.

2.What the Service does

TicketPassport is a ticket wallet for event-goers. It brings tickets bought across many Australian ticketing platforms into a single “passport” by reading the confirmation emails those platforms send you, extracting the event and ticket details, and displaying them — either as a scannable QR code (for static-barcode tickets) or as details plus an “open the official app / view ticket” link (for app-locked or hosted tickets). It also has an optional social layer that lets you add friends, see who else is going, and share the visibility of a ticket with a friend (which is not a legal transfer of the ticket).

Understanding these functions helps explain why we collect what we collect. Where a purpose is optional (for example, connecting a mailbox, importing contacts, or using the social features), we tell you at the relevant point in the app and you can choose not to use it.

3.Personal information we collect

The kinds of personal information we collect depend on how you use the Service. They include:

3.1 Account & identity information

• Your email address and a password (passwords are stored only as a salted hash by our authentication provider — we never see your plain-text password); or, if you use social sign-in, an identity token from Apple or Google.
• Your chosen username / handle and its numeric discriminator (a Discord-style name#NNNN handle), your display name, and an optional profile photo (avatar) you upload.
• A system-generated user ID that identifies your account internally.

3.2 Phone number (required)

To help keep the community genuine and reduce duplicate or fake accounts, new accounts must verify a mobile phone number by SMS one-time code during onboarding. We store your verified number with our authentication provider. Your number is also used, if you enable it, to help friends who have your number in their contacts find you (see 3.4).

3.3 Ticket & email content

This is the core of the Service. Depending on which ingestion method you use, we collect:

• The content of ticket confirmation emails you send to us or that we read from a mailbox you connect — including the message subject, body, sender, dates and any embedded ticket information.
• Attachments to those emails, in particular PDF tickets. Ticket PDFs frequently contain the purchaser’s full name, an order or booking reference, seat/section details and sometimes a postal address.
• Extracted, structured ticket details such as event name, venue, date and time, seat and section, order/booking reference, ticket status, the ticketing vendor, deep links, and — for tickets that use a static barcode — the barcode / QR payload (decoded from the email or the PDF).

3.4 Contacts (optional)

If you choose to use “Find friends from your contacts”, the app reads the phone numbers in your device’s contacts and converts each number into a one-way cryptographic hash on your device. Only these hashes are sent to us, to match against other members who have chosen to be discoverable. We never receive your contacts’ names or their plain-text phone numbers, and we do not build or keep a directory of your contacts. You can turn off “discoverable by phone” in your privacy settings at any time.

3.5 Mailbox connection data (optional)

If you connect a Gmail or Outlook mailbox, we store the OAuth access and refresh tokens that let us read your mail only when you ask us to scan, along with the connected email address and sync status. We request read-only mail access and use it solely to find ticket confirmation emails. You can disconnect a mailbox at any time, which invalidates the stored tokens.

3.6 Social & sharing information

• Your friend connections, friend requests (sent and received) and any accounts you block.
• Ticket shares you send or receive (including who a ticket was shared with, whether it was accepted, and any note or the “who is this for” label you add), and public share links you create.
• Activity you post or interact with — added tickets that appear in a friends’ feed, reactions, comments and mentions — subject to your visibility settings.

3.7 Device & notification information

• A push notification token and your notification preferences, so we can deliver alerts you’ve opted into.
• Basic device and app information such as device/OS type, app version and language, used to operate and support the app.

3.8 Technical, usage & diagnostic information

• Log and technical data, including IP address (used for security and rate-limiting), request identifiers, timestamps and the app build/version.
• Usage analytics — a limited set of self-hosted product events (for example, that an email was processed or a mailbox connected). These records are restricted to counts, identifiers and short labels; by design they cannot contain barcode, QR or order-reference values.
• Crash and error reports collected via our error-reporting provider to help us fix problems. Session-replay and diagnostics are configured to mask text and images, so tickets, barcodes and email content are not captured in the clear.
• Scan metadata — records of when a scan ran and aggregate counts/cost, without the underlying ticket content.

We take active measures so that ticket barcode numbers and QR/SafeTix payloads are never written to our logs, metrics or alerts.

4.How we collect your personal information

We collect personal information:

Directly from you

When you create an account, verify your phone, set up your profile, adjust settings, forward an email, connect or scan a mailbox, upload a ticket or attachment, add friends, share tickets, post activity, or contact us for support.

From your connected mailbox, with your consent

When you connect Gmail or Outlook and tap Scan inbox, or configure an email forward or inbox poll, we receive the ticket confirmation emails and attachments found by that method.

Automatically, through your use of the Service

Technical, log, device, usage and diagnostic information is generated when you interact with the app or our servers.

From other people

If a friend shares a ticket with you, adds a label naming you, sends you a friend or profile invite, or has your phone number in their contacts and you are discoverable, we may receive information that relates to you from them.

If we receive personal information we did not solicit — for example, if a forwarded email contains information that is not a ticket, or contains information about other people — we handle it in accordance with APP 4 and will destroy or de-identify it where it would not have been lawful for us to collect it and it is not contained in a Commonwealth record.

5.Sensitive information

We do not seek to collect “sensitive information” (as defined in the Privacy Act, such as information about health, racial or ethnic origin, political or religious beliefs, sexual orientation, or criminal record). However, because we process tickets to events, the fact that you hold a ticket to a particular event could reveal or imply sensitive information (for example, attendance at a political, religious, cultural or health-related event). By forwarding or connecting your tickets to the Service, you consent to us collecting and handling that information for the purpose of providing the Service to you (that is, storing, organising and displaying your tickets, and — only where you choose — sharing a ticket’s visibility with a friend). We do not use this information for any other purpose, and we apply the same protections described in this Policy.

6.How and why we use your personal information

We use personal information for the following purposes:

• To create and manage your account, authenticate you, and verify your phone number.
• To provide the core Service — receiving your emails, extracting and normalising ticket details, storing your tickets and attachments, and displaying your passport, QR codes and links.
• To power optional features you choose to use — mailbox connection and scanning, contact-based friend discovery, ticket sharing, “who’s going”, the activity feed, and public share links.
• To send you transactional and account messages (for example, sign-in confirmations, verification codes, and share/friend-request notifications you’ve enabled).
• To secure the Service — detecting, preventing and responding to fraud, abuse, spam, and technical issues (including rate-limiting and duplicate-account prevention).
• To maintain, debug and improve the Service and develop new features, using analytics and crash diagnostics.
• To provide customer support and respond to your enquiries, requests and complaints.
• To comply with our legal obligations and to establish, exercise or defend legal claims.

We will only use or disclose your personal information for a purpose you would reasonably expect, a purpose set out in this Policy, a purpose you have consented to, or as otherwise permitted or required by law.

7.Automated processing & artificial intelligence

To read ticket details out of the varied and often messy HTML of confirmation emails, we send the relevant email content to a third-party AI provider, Anthropic (the maker of Claude), which returns structured ticket data. The email content is transmitted to Anthropic’s systems for this processing (see section 9 on overseas disclosure). We send the content as inert data within safeguards designed to prevent it from being treated as instructions.

This processing is automated and may be imperfect — extracted details can be incomplete or incorrect. It is not automated decision-making that produces a legal or similarly significant effect about you; it simply structures your own ticket information for display. You are responsible for checking that your ticket details are correct and that you present a valid ticket at an event (see our Terms of Service).

8.When we disclose your personal information

We do not sell your personal information. We disclose it only as follows:

• To other users, at your direction — when you share a ticket, accept a share, add a friend, appear in “who’s going”, post to the activity feed, or create a public share link, the relevant information becomes visible to the people you choose (and, for public links, to anyone with the link). Your handle, display name and avatar may be visible to other users as part of the social features.
• To service providers (sub-processors) who host and operate the Service on our behalf under confidentiality and data-protection obligations. The current key providers are listed in section 9.
• To professional advisers (such as lawyers, accountants and insurers) where reasonably necessary.
• In connection with a business transfer — if the Service or our business is reorganised, sold or merged, personal information may be disclosed to the successor, who will be required to handle it consistently with this Policy.
• Where required or authorised by law — for example, to comply with a court order, subpoena, or a lawful request from a regulator or law-enforcement agency, or to protect the rights, safety or property of you, us or others.

9.Overseas disclosure & our service providers

We store the core of your data — your account, tickets and files — in a database and file storage hosted in Australia (Sydney). However, some of our service providers operate or store/process data overseas, principally in the United States. That means that in the course of providing the Service, your personal information may be disclosed to, or accessible by, recipients located outside Australia. Before disclosing personal information to an overseas recipient we take reasonable steps to ensure it is handled consistently with the APPs, but you acknowledge that overseas recipients may be subject to different privacy laws.

This list may change as the Service evolves; we will keep this Policy up to date. Some providers are only engaged if you use the related optional feature (for example, mailbox providers, or the SMS provider once phone verification is enabled).

10.Notifications, messages & direct marketing

Most messages we send are transactional — verification codes, account and security notices, and the social/ticket notifications you have switched on. You can manage or turn off push notifications in the app’s notification settings or in your device settings.

We do not currently send marketing emails. If we ever send you promotional or marketing messages, we will do so consistent with the Spam Act 2003 (Cth) and APP 7: only with an appropriate basis to contact you, always identifying us as the sender, and always including a simple way to opt out or unsubscribe. You can also ask us at any time not to receive marketing communications by emailing support@ticketpassport.app.

11.How we protect your personal information

We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure, including:

• Encryption in transit (HTTPS/TLS) for data moving between the app, our servers and our providers.
• Row-level security in our database so that, as a rule, each record is scoped to its owner and a ticket is only visible to someone else via a share you have granted and they have accepted.
• Least-privilege access — highly privileged keys are held server-side only and are never embedded in the mobile app.
• Redaction by design — barcode/QR payloads are structurally kept out of logs, metrics and alerts, and crash/session diagnostics are masked.
• Authentication protections — hashed passwords, phone verification, bot/abuse protection, and rate-limiting.
• Access controls and auditing on administrative tooling.

No method of transmission or storage is completely secure, and we cannot guarantee absolute security. You also play a part: keep your device, email account and login credentials secure, and be careful who you share tickets or public links with. If you believe your account has been compromised, contact us immediately.

12.Data retention & deletion

We keep personal information for as long as your account is active and for as long as we need it to provide the Service, and after that only as long as necessary to comply with our legal obligations, resolve disputes, prevent abuse and enforce our agreements. Ticket and event data is generally retained while it is useful to you (for example, past events remain in your passport history) unless you delete it.

You can delete individual tickets in the app, and you can delete your entire account from Profile → Delete account. Deleting your account removes your profile and associated database records and deletes your stored files (such as ticket PDFs, QR images and your avatar) from our storage. Some information may persist for a limited period in encrypted backups, or where we are required to retain it by law, before being overwritten or destroyed. De-identified and aggregated data that no longer identifies you may be retained.

13.Accessing, correcting & controlling your information

Under the APPs you have the right to:

Access your personal information (APP 12)

You can view and manage much of it directly in the app. You can also request a copy of the personal information we hold about you by emailing us.

Correct your personal information (APP 13)

You can update your profile, handle, avatar and settings in the app. If information we hold is inaccurate, out of date, incomplete, irrelevant or misleading, you can ask us to correct it.

Control optional data uses

You can disconnect a mailbox, turn off “discoverable by phone”, change your activity/attendance visibility, block other users, revoke shares and public links, and manage notifications — all in the app.

Withdraw consent / delete

You can delete tickets or your whole account at any time. Withdrawing consent or deleting your account may mean we can no longer provide some or all of the Service.

To make an access or correction request, email support@ticketpassport.app. We may need to verify your identity first. We will respond within a reasonable period (usually within 30 days). Access and correction are generally free; if a request is complex we will tell you of any reasonable cost before proceeding. If we refuse access or correction, we will give you written reasons and information about how to complain.

14.Anonymity & pseudonymity

Where lawful and practicable, you may deal with us anonymously or by a pseudonym — for example, you present to other users under a chosen handle rather than your legal name. However, the core Service cannot function without an email address (to receive your tickets) and a verified phone number (to secure the account), so these are required to register.

15.Children & minors

The Service is intended for users aged 16 and over. It is not directed at children under 16, and we do not knowingly collect personal information from them. If you are a parent or guardian and believe a child under 16 has provided us with personal information, please contact us and we will take reasonable steps to delete it.

16.Third-party services & links

The Service works alongside third parties that have their own privacy policies and terms, including ticketing vendors (such as Ticketek, Ticketmaster, Moshtix, Megatix, Oztix, Humanitix, TryBooking, Eventbrite, Ticketbooth and others), mailbox providers (Google, Microsoft), and the Apple App Store and Google Play. When you open an official vendor app or a hosted ticket page, or sign in with a third-party provider, that party’s privacy policy governs its handling of your information. We are not responsible for the privacy practices of third parties. We are not affiliated with, or endorsed by, any ticketing vendor or event organiser.

17.Our website, cookies & analytics

Our marketing website (ticketpassport.app) is a simple, largely static site. We do not use advertising cookies or third-party ad trackers on it. Our hosting/CDN provider (Cloudflare) processes standard technical request data (such as IP address) to deliver and secure the site, and we use a privacy-respecting bot-protection challenge (Cloudflare Turnstile) on some sign-in flows. Within the app we use the limited, self-hosted analytics and crash diagnostics described in section 3.8.

18.Data breaches

We maintain processes to detect and respond to data security incidents. If a data breach occurs that is likely to result in serious harm to any individual whose personal information is involved, we will assess and respond in accordance with the Notifiable Data Breaches scheme under Part IIIC of the Privacy Act 1988 (Cth), including notifying affected individuals and the Office of the Australian Information Commissioner (OAIC) where required.

19.Changes to this Policy

We may update this Policy from time to time to reflect changes to the Service, our providers, or the law. The “Last updated” date at the top shows when it last changed. If we make a material change, we will take reasonable steps to notify you — for example, by an in-app notice or by updating this page before the change takes effect. Your continued use of the Service after an update means you accept the revised Policy.

20.How to contact us & make a complaint

If you have a question about this Policy, want to access or correct your information, or wish to make a privacy complaint, contact us:

TicketPassport — Privacy
Email: support@ticketpassport.app
Operated by [Operating entity & ABN/ACN to be finalised], Victoria, Australia.

We take complaints seriously. Please give us enough detail to investigate. We will acknowledge your complaint, investigate it, and aim to respond within a reasonable period (usually within 30 days). If you are not satisfied with our response, you can refer your complaint to the Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au, phone 1300 363 992.