PRIVACY POLICY
This privacy policy explains how Deeside Dragons Ice Hockey Club collects, uses, stores and protects your personal information when you use our websites, buy tickets, create an account, contact us, receive club communications, use our chatbot, or interact with us online.
This policy applies to:
DragonsIHC.co.uk
DragonsIHC.com
any official Deeside Dragons ticketing, supporter, account, membership, chatbot, AI-assisted, or club communication systems connected to those websites.
For the purpose of this policy, “we”, “us” and “our” refers to Deeside Dragons Ice Hockey Club.
We are a volunteer-run, not-for-profit ice hockey club. We use personal information to operate the club, manage ticketing, communicate with supporters, improve the fan experience, provide website support, and keep our website and ticketing systems secure.
1. Who we are
Organisation: Deeside Dragons Ice Hockey Club
Website: DragonsIHC.co.uk and DragonsIHC.com
Contact: [add club contact email or contact form link]
Address: [add official club address if you want to show it]
If you have any questions about this privacy policy or how your personal information is used, you can contact us using our official website contact form or the contact details shown above.
2. What personal information we collect
We may collect and use the following types of personal information.
Account information
When you create an account or log in to our website, we may collect:
your name;
email address;
username;
password information, stored securely;
account ID;
login status;
account activity;
account preferences;
billing details where required;
communication preferences.
Ticketing and order information
When you buy tickets, season tickets, passes, merchandise or other products through our website, we may collect:
your name;
email address;
billing address;
phone number where required;
order details;
ticket type;
season ticket status;
seat selection or seating preference;
QR code or ticket reference;
concession category, where selected;
confirmation that you meet concession requirements;
payment status;
refund, cancellation or transfer information;
purchase history.
We may also keep records showing whether a ticket has been issued, used, scanned, transferred, cancelled or refunded.
Season ticket and priority access information
If you buy, hold, renew or apply for a season ticket, we may process information including:
your season ticket holder status;
your previous or current ticket purchases;
your selected seat or seating preference;
priority access eligibility;
waiting list status;
private purchase links;
renewal window information;
account messages connected to your season ticket.
Concession information
If you select a concession ticket or season ticket, we may ask you to confirm that you meet the relevant concession category.
This may include categories such as:
Over 65;
student;
registered disabled;
carer;
other concession categories made available by the club.
We may require proof of concession before entry, before issuing a ticket, or at another reasonable point in the ticketing process.
Unless clearly stated otherwise, we do not normally require you to upload detailed medical, disability or financial documents to the website. Where proof is required, we will only ask for what is reasonably necessary.
Logged-in website messages and notifications
If you create an account or log in to DragonsIHC.co.uk or DragonsIHC.com, we may display messages, pop-ups, banners, alerts or account notifications to you within the website.
These messages may include important information from Deeside Dragons Ice Hockey Club, including:
ticketing updates;
season ticket information;
priority access windows;
private purchase links;
fixture updates;
venue information;
account notices;
safety or operational announcements;
club news;
supporter information;
promotions;
offers;
fundraising information;
sponsor-related information, where permitted.
We may use your account information to decide which messages are relevant to you. This may include your name, email address, user account ID, login status, order history, ticket purchases, season ticket status, ticket type, membership status, message read status, message dismissal status, and the date or time a message was shown to you.
Essential service messages, such as ticketing, account, safety, fixture, venue or season ticket information, may still be shown to you even if you choose not to receive promotional messages.
Promotional messages, sponsor messages, fundraising messages or ticket offers will be handled in line with applicable data protection and electronic marketing rules.
M.I.K.E.Y. chatbot and AI interaction information
If you use the M.I.K.E.Y. chatbot or any AI-assisted feature on DragonsIHC.co.uk or DragonsIHC.com, we may collect and process information connected to that interaction.
This may include:
your question or message;
the date and time of the interaction;
technical information such as device type, browser type, IP address or session information;
general usage information showing that the chatbot was used;
whether the chatbot provided a response;
whether the interaction triggered a profanity, abuse, safety, security or guarded-word filter;
records connected to misuse, blocked access or attempted misuse.
We use this information to operate the chatbot, improve the supporter experience, check whether the feature is useful to supporters, protect the system from misuse, and keep the website safe.
Unless a message triggers a profanity, abuse, safety, security or guarded-word filter, questions asked through the chatbot are not normally linked to a specific user ID in our reporting.
Where a message does trigger profanity, abuse, misuse or guarded-word filters, we may record information that allows us to identify the account or user involved. This helps us investigate misuse, protect the chatbot, and decide whether access should be restricted or blocked.
Stay logged in and passkey login information
If you choose to remain logged in on our website, we may store login session information using cookies or similar technologies.
The “stay logged in” option is controlled by you. If you choose to use it, your device may remain signed in for longer than a standard session. You should only use this option on a private and trusted device.
If we offer passkey login, the club does not store your fingerprint, face scan, device PIN, screen lock code or biometric information on our website server.
Passkey authentication is handled by your device, browser, operating system, password manager or passkey provider.
Our website may store limited technical information needed to recognise that a passkey login method has been set up for your account, such as a passkey method reference, credential identifier, public key or similar login verification data.
This information is used only to allow secure account login and does not give the club access to your device biometrics or private passkey data.
Contact form and enquiry information
If you contact us through the website, social media, email, or other official club channels, we may collect:
your name;
email address;
phone number if provided;
message content;
any information you choose to include in your enquiry;
records of our response.
Marketing and communication information
If you sign up to receive news, offers, ticket alerts or other club updates, we may collect:
your name;
email address;
communication preferences;
marketing consent status;
unsubscribe or opt-out status;
records of messages sent to you;
engagement information where available, such as whether a message was opened or clicked.
Website usage and technical information
When you use our website, we may collect technical information such as:
IP address;
browser type;
device type;
operating system;
pages visited;
time and date of visit;
referring website;
cookie information;
security logs;
error logs;
actions taken on the website.
This helps us keep the website secure, understand how supporters use the site, and improve the online experience.
3. How we use your personal information
We may use your personal information to:
create and manage your website account;
process ticket, season ticket, pass, merchandise or other purchases;
send order confirmations and ticket information;
issue QR codes or digital tickets;
manage ticket scanning, entry and attendance;
manage season ticket renewals, seating and priority access;
provide private purchase links where applicable;
check concession eligibility where required;
respond to enquiries;
provide customer support;
display important logged-in website messages;
send club news, ticket updates, offers or promotions where permitted;
manage competitions, surveys, votes or fan engagement activities;
operate the M.I.K.E.Y. chatbot and AI-assisted website features;
understand whether the chatbot is useful to supporters;
improve chatbot answers, website support and fan information;
monitor chatbot usage in a general and non-identifying way where possible;
detect profanity, abuse, misuse, spam, harmful prompts or guarded-word triggers;
record and investigate misuse of the chatbot;
restrict, suspend or block access to the chatbot where misuse has taken place;
manage stay logged in preferences selected by the user;
support passkey login where this feature is offered;
maintain account security and prevent unauthorised access;
improve the website, ticketing system and supporter experience;
prevent fraud, misuse, unauthorised access or ticket abuse;
comply with legal, accounting and operational obligations;
protect the rights, safety and security of the club, supporters, volunteers, players, staff and visitors.
4. Our lawful basis for using your information
Under UK data protection law, we must have a lawful basis for using personal information.
Depending on the situation, we may rely on one or more of the following lawful bases.
Contract
We use personal information where it is necessary to provide something you have requested or purchased, such as tickets, season tickets, digital passes, merchandise, account access, chatbot support or customer support.
This includes processing orders, issuing tickets, providing season ticket access, managing seating, sending essential ticketing information, dealing with account-related matters, and providing website support features you choose to use.
Legitimate interests
We may use personal information where it is in our legitimate interests as a club, provided your rights and freedoms do not override those interests.
This may include:
operating and improving our website;
managing club communications;
showing essential account or ticketing messages to logged-in users;
operating and improving the M.I.K.E.Y. chatbot;
understanding whether website tools and AI-assisted features are useful to supporters;
preventing chatbot misuse, abuse, spam or harmful use;
recording and investigating profanity, abuse or guarded-word triggers;
restricting access to the chatbot where misuse has taken place;
supporting account security and login features;
preventing fraud or ticket misuse;
keeping records for administration;
understanding supporter engagement;
improving the match night and online experience;
protecting the safety and security of our website, club and supporters.
Consent
We may rely on your consent where required, particularly for certain types of marketing communication, optional cookies, analytics cookies, marketing cookies, or where you have clearly opted in to receive specific updates.
Where we rely on consent, you can withdraw it at any time.
Legal obligation
We may use or retain personal information where required by law, for example for accounting, tax, fraud prevention, safeguarding, legal claims, or regulatory purposes.
5. Website account messages, pop-ups and logged-in notifications
Logged-in users of DragonsIHC.co.uk and DragonsIHC.com may receive messages from Deeside Dragons Ice Hockey Club within their website account.
These messages may appear as:
pop-ups;
account notices;
banners;
alerts;
dashboard messages;
private user messages;
ticketing notifications.
We may use this system to send important information about:
your account;
your tickets;
your season ticket;
your seat selection;
priority purchase windows;
private purchase links;
fixture changes;
venue information;
safety information;
club operations;
supporter updates;
promotions and offers, where permitted.
We may record whether a message has been shown, read, clicked or dismissed. This helps us avoid repeatedly showing the same message and allows us to provide relevant support if you contact us.
You may not be able to opt out of essential service messages, including ticketing notices, season ticket information, account security messages, fixture changes, venue updates or safety announcements.
You may be able to opt out of promotional messages where required by law.
6. M.I.K.E.Y. chatbot and AI-assisted website features
DragonsIHC.co.uk and DragonsIHC.com may include M.I.K.E.Y., our chatbot and AI-assisted information feature.
M.I.K.E.Y. is designed to help supporters find club information more easily, including information about fixtures, tickets, players, the venue, club news, website support and other Deeside Dragons information.
When you use the chatbot, we may record that the feature has been used. This helps us understand whether the chatbot is providing value to supporters and whether it is improving the website experience.
We may review chatbot usage in a general way, such as the number of questions asked, common topics, response quality, and whether the feature is being used.
Unless a question triggers a profanity, abuse, safety, security or guarded-word filter, questions asked through the chatbot are not normally linked to a specific user ID in our reporting.
If a user enters profanity, abusive language, harmful content, spam, misuse attempts, or words that trigger our guarded-word filters, we may record the interaction against the user account or session involved.
This may include:
the message entered;
the date and time;
the account or user ID where available;
IP address or session information;
the filter or warning triggered;
any action taken by the club.
We use this information to protect the chatbot, prevent misuse, keep the website safe, and maintain a respectful online environment.
We reserve the right to warn users, restrict chatbot access, temporarily block chatbot use, or permanently block chatbot access where we believe the feature has been misused.
Blocking access to the chatbot does not automatically remove your website account, ticket access or order history, but it may prevent you from using M.I.K.E.Y. or other AI-assisted features.
Users should not enter sensitive personal information, payment card details, passwords, medical details, or confidential information into the chatbot unless clearly required and requested through an official secure process.
7. Stay logged in, account sessions and passkey login
Our website may allow users to select an option to remain logged in.
This option is provided for convenience and is chosen by the user. It is not automatically forced by the website.
If you choose to remain logged in, your browser or device may keep you signed in for longer than a standard login session. This may make it easier to access your account, tickets or website features without signing in each time.
You should only select “stay logged in” on a private, trusted and secure device. You should not use this option on shared, public or untrusted devices.
You can end a logged-in session by logging out of your account. You may also be able to clear cookies or website data through your browser settings.
If passkey login is available, it may allow you to sign in using a passkey stored on your device, browser, operating system, password manager or passkey provider.
The club does not store your fingerprint, face scan, device PIN, screen lock code or biometric information on our website server.
Our website may store limited technical information needed to recognise and verify the passkey login method for your account. This may include a passkey method reference, credential identifier, public key or similar technical login data.
This technical information is used only for account login, authentication and security.
Passkey login data is not used for marketing and does not allow the club to access your private device data, biometric information or private passkey data.
8. Marketing, promotions and sponsor-related messages
We may contact you with club updates, ticket information, offers, promotions, fundraising messages, sponsor-related messages or supporter news where we are allowed to do so.
This may include messages by:
email;
website account messages;
logged-in pop-ups;
website banners;
SMS, if used;
social media, where applicable.
We will only send direct marketing where permitted by law. This may be because you have given consent, because the soft opt-in applies, or because we have another lawful basis that is appropriate for the type of communication.
You can unsubscribe or opt out of marketing communications where required. Instructions will normally be included in the message, or you can contact us directly.
Please note that opting out of marketing does not stop essential service messages. We may still contact you or display messages about existing purchases, tickets, season tickets, fixture changes, safety notices, account security, venue information or other important operational matters.
9. Payments
Payments made through our website may be processed by third-party payment providers such as Stripe, Klarna, WooCommerce payment extensions, or other payment services we choose to use.
We do not normally store your full card details on our website.
Payment providers may process your payment information in accordance with their own privacy policies and legal obligations. This may include fraud prevention, identity checks, payment authorisation, refunds, chargebacks and financial reporting.
If you choose a payment option such as Klarna Pay in 3, Klarna may process your information separately to assess eligibility and manage payments. Their own terms and privacy policy will apply.
10. Cookies and similar technologies
Our website may use cookies and similar technologies to:
keep you logged in;
remember your preferences;
operate the shopping basket and checkout;
support website security;
support account sessions;
support the “stay logged in” option where selected by the user;
support login and passkey-related security features where applicable;
understand how the website is used;
improve performance;
support analytics or marketing, where enabled.
Some cookies are necessary for the website to work properly. Others, such as analytics or marketing cookies, may require your consent.
You can manage cookies through your browser settings and, where available, through our website cookie controls.
11. Who we share personal information with
We may share personal information with trusted third parties where necessary to operate the club, website and ticketing system.
This may include:
website hosting providers;
payment processors;
ticketing and e-commerce systems;
email delivery services;
IT support providers;
analytics providers;
security and fraud prevention services;
authentication, login or passkey-related service providers where used;
professional advisers;
legal or regulatory bodies where required;
venue operators where necessary for entry, safety or operational purposes.
We only share personal information where there is a valid reason to do so.
We do not sell your personal information.
12. International transfers
Some of the services we use may process personal information outside the UK.
Where this happens, we will take reasonable steps to ensure appropriate safeguards are in place, such as adequacy regulations, approved contractual protections or other lawful transfer mechanisms.
13. How long we keep your information
We only keep personal information for as long as reasonably necessary.
Retention periods may depend on:
the type of information;
the reason we collected it;
whether you still have an account with us;
whether you have made purchases;
accounting or legal requirements;
fraud prevention needs;
ticketing, season ticket or operational records;
website security needs;
chatbot misuse or abuse prevention needs;
whether there is an ongoing query, complaint or dispute.
As a general guide:
account information may be kept while your account remains active;
order and payment records may be kept for accounting and legal purposes;
ticketing records may be kept for operational, audit and fraud prevention purposes;
marketing preferences may be kept so we know whether you have opted in or opted out;
website message records may be kept for administration, support and audit purposes;
general chatbot usage information may be kept to understand whether the feature is useful and to improve the supporter experience;
chatbot misuse, profanity or guarded-word records may be kept for security, abuse prevention and audit purposes;
login session and passkey-related technical records may be kept for account security and authentication purposes;
contact form enquiries may be kept for as long as needed to respond and manage the matter.
When information is no longer required, we will delete it, anonymise it, or securely archive it where appropriate.
14. Security
We take reasonable steps to protect your personal information from loss, misuse, unauthorised access, disclosure, alteration or destruction.
This may include:
secure website hosting;
access controls;
password protection;
encryption where appropriate;
limited admin access;
security monitoring;
software updates;
fraud prevention tools;
secure payment processing through third-party providers;
session security;
login protection;
chatbot misuse monitoring;
passkey authentication where available.
No website or online system can be guaranteed to be completely secure, but we take security seriously and work to protect the information we hold.
15. Children and young people
Our website may be used by families and supporters of different ages. Some tickets may be purchased for children or young people by a parent, guardian or responsible adult.
Where a child’s personal information is provided to us, we will only use it where necessary for ticketing, attendance, safeguarding, club operations or other legitimate club purposes.
Parents or guardians should contact us if they have questions about a child’s personal information.
The M.I.K.E.Y. chatbot and AI-assisted website features are intended to help supporters find club information. Children and young people should not enter sensitive personal information, passwords, payment details or confidential information into the chatbot.
Where misuse, profanity, abuse or guarded-word triggers are detected, we may take action to protect the website, the chatbot and other users.
16. Your rights
You have rights over your personal information under UK data protection law.
Depending on the circumstances, you may have the right to:
request access to the personal information we hold about you;
ask us to correct inaccurate information;
ask us to delete your information;
ask us to restrict how we use your information;
object to certain uses of your information;
request a copy of your information in a portable format;
withdraw consent where we rely on consent;
complain about how your information is used.
Some rights may not apply in every situation. For example, we may need to keep certain information for legal, accounting, ticketing, fraud prevention, website security, chatbot misuse prevention or operational reasons.
To exercise your rights, please contact us using the details in this policy.
17. Withdrawing consent and opting out
Where we rely on consent, you can withdraw that consent at any time.
You can also opt out of marketing communications where required.
However, even if you opt out of marketing, we may still send or display essential service messages about:
your account;
your orders;
your tickets;
your season ticket;
your seat;
fixture changes;
safety notices;
venue information;
important club operations;
account security;
login security;
chatbot misuse or access restrictions where relevant.
18. Links to other websites
Our website may contain links to other websites, including social media platforms, sponsors, partners, payment providers or third-party services.
We are not responsible for the privacy practices of other websites. You should read their privacy policies before providing personal information to them.
19. Social media
If you interact with us on social media, the platform may process your information according to its own privacy policy.
We may see your public profile information, comments, messages, reactions or other interactions depending on your privacy settings and the platform used.
Please do not send sensitive personal information through social media unless it is necessary.
20. Changes to this policy
We may update this privacy policy from time to time.
The latest version will be published on our website with the updated date shown at the top.
If we make significant changes, we may take additional steps to bring them to your attention, such as displaying a website notice or account message.
21. Complaints
If you are unhappy with how we use your personal information, please contact us first so we can try to resolve the issue.
You also have the right to complain to the UK Information Commissioner’s Office.
Information Commissioner’s Office
Website: ico.org.uk
Telephone: 0303 123 1113