Privacy policy

This privacy policy explains which personal data Le Jardin De Ma Soeur vzw uses when you buy tickets, make a reservation, attend a performance or contact us.

1. Who is responsible for your data?

Le Jardin De Ma Soeur vzw decides why and how your personal data is used and is the data controller for this purpose.

A data controller is the organisation that determines which data is needed and what it is used for.

The organiser's contact details are:

Le Jardin De Ma Soeur vzw
Rue du Grand Hospice 54, 1000 Bruxelles
0477580884

02 217 65 82

2. The role of Rood Fluweel

For the sale and management of tickets, the organiser uses the Rood Fluweel ticketing platform, provided by:

dampee bv
Borsbeeksebrug 6/64, 2600 Berchem, Belgium
BE0881275682

Rood Fluweel acts as a processor for this processing.

A processor is a service provider that processes personal data on behalf of another organisation. Rood Fluweel uses the ticket data only to provide, maintain, support and secure the ticketing platform, and follows the organiser's instructions in doing so.

The arrangements for this are set out in a separate data processing agreement between the organiser and Rood Fluweel.

For processing that Rood Fluweel carries out for its own purposes, such as its own customer administration, invoicing and security, Rood Fluweel's own privacy policy applies.

3. What data do we use?

Depending on your order and the organiser's choices, we may process the following data, among other things:

• your name;
• your address;
• your e-mail address;
• your phone number;
• your language preference;
• details of your order;
• your tickets, subscriptions and seats;
• the amount and status of your payment;
• the payment method chosen;
• a transaction reference;
• details of cancellations and refunds;
• the scan status of your ticket;
• your communication with the organiser or customer service;
• information you provide yourself in free-text fields;
• your consent for newsletters or other communication;
• technical data needed for security and troubleshooting.

Do not enter sensitive information in free-text fields that is not needed for your order.

4. Payments

The payment itself is processed by a specialised payment provider.

The organiser and Rood Fluweel do not store your full card details, PIN codes or bank login details.

We do receive data needed to link the payment to your order, such as:

• the amount paid;
• the payment status;
• the payment method;
• the time of payment;
• a transaction reference.

A payment provider may itself be responsible for certain processing, for example fraud prevention, security checks and legal obligations. In that case, that payment provider's privacy policy also applies.

5. Why do we use your data?

We use your personal data to:

• process your order;
• verify your payment;
• deliver your tickets or subscriptions;
• manage your seats or reservations;
• check your access at the entrance;
• inform you about your order or performance;
• notify you of a change or cancellation;
• carry out rebookings and refunds;
• answer questions and complaints;
• prevent misuse and fraud;
• secure the ticketing platform;
• investigate technical issues;
• comply with our accounting and legal obligations.

6. On what basis do we use your data?

The law requires a valid reason for any use of personal data. This is called the legal basis.

We process your data:

To carry out your order
Most data is needed to sell, deliver and check your tickets.
Without this data we may not be able to carry out your order.

To comply with the law
Certain data must be kept for, among other things, bookkeeping, tax obligations or a request from a competent government authority.

For a legitimate interest
A legitimate interest is a practical and reasonable interest of the organiser that does not outweigh your privacy.

This can, for example, include:

• security;
• fraud prevention;
• handling complaints;
• resolving technical issues;
• defending rights in a dispute.

With your consent
For newsletters or promotional messages we ask for your consent where legally required.

You can withdraw your consent at any time. This does not affect messages that are necessary for your order, such as a ticket confirmation or a notice that the performance was cancelled.

7. Who do we share your data with?

Your data may be processed by parties needed to carry out the ticket sale, such as:

• Rood Fluweel;
• the payment provider;
• hosting and infrastructure providers;
• e-mail and communication services;
• parties that scan tickets or carry out access control;
• accounting or administrative service providers;
• suppliers providing support for technical issues.

These parties only get access to the data they need to carry out their task.

We do not sell your personal data.

Data is only provided to government authorities, police or judicial bodies where the law requires it or where necessary to protect rights.

8. Transfers outside Europe

Some technical service providers may process data outside the European Economic Area.

When this happens, the organiser ensures that appropriate safeguards are used, such as an EU-approved contract or another legal protection mechanism.

You can request more information about this via the contact details below.

9. How long do we keep your data?

We do not keep personal data longer than necessary for the purpose for which it was collected.

The following retention periods apply:

• order, invoicing and payment data: [retention period];
• ticket and access data: [retention period];
• data from abandoned or failed orders: [retention period];
• communication and customer service queries: [retention period];
• technical and security logs: [retention period];
• newsletter data: until you unsubscribe or until [period after last activity].

Data may be kept longer where necessary for a legal obligation, an ongoing investigation or a dispute.

After the retention period ends, data is deleted or anonymised. Anonymised data can no longer be linked to a person.

10. Security

The organiser and Rood Fluweel take appropriate technical and organisational measures to protect your personal data.

This includes access security, logging, back-ups, secure connections, updates, and agreements with staff and suppliers.

No digital system can guarantee absolute security. In the event of a serious data breach, the organiser and Rood Fluweel follow the statutory notification procedures.

11. Your rights

Depending on the situation, you have the right to:

• ask which data we hold about you;
• receive a copy of your data;
• have incorrect data corrected;
• have data deleted;
• temporarily restrict the use of your data;
• object to certain processing;
• receive your data in a portable format;
• withdraw consent you have given;
• object to direct marketing.

These rights do not always apply without limitation. Certain data may or must, for example, be kept to comply with legal obligations.

To exercise your rights, contact the organiser via:

The organiser may ask Rood Fluweel for technical assistance in handling your request. Rood Fluweel acts on the organiser's instructions in doing so.

To prevent data being provided to the wrong person, we may ask you to confirm your identity.

12. Filing a complaint

If you have a question or complaint about the use of your data, please first contact the organiser.

You can also file a complaint with the Belgian Data Protection Authority:

Gegevensbeschermingsautoriteit (Belgian Data Protection Authority)
Drukpersstraat 35
1000 Brussels
www.gegevensbeschermingsautoriteit.be

13. Changes to this privacy policy

This privacy policy may be updated when the service or legislation changes.

The most recent version is published on the organiser's website or in the ticket shop.

In the event of significant changes, the organiser may inform you separately.

Version: 3 August 2026