Privacy policy.

Johar Technologies Pty Ltd T/As TicketNova (ABN 16 700 876 286) ("TicketNova", "we", "us") operates the ticketing marketplace at ticketnova.com.au. We are bound by the Australian Privacy Principles (APPs) in Schedule 1 of the Privacy Act 1988 (Cth). This policy describes how we handle personal information.

1. Personal information we collect

• Account details — name, email and phone, collected on sign-up via our authentication provider Clerk.
• Per-booking contact — the contact name and phone you enter at checkout, which may differ from your account name (e.g. when you book on behalf of someone else). Captured at purchase time and locked to that booking.
• Payment information — handled directly by Stripe; we never see or store your full card number. We retain the last four digits, card brand, and the Stripe PaymentIntent identifier for reconciliation, refunds and dispute resolution.
• Booking history — events booked, ticket tiers, seat allocations, quantities, and the friendly booking reference (e.g. TN-000123) — used to power your "My tickets" page, organiser scanning at venue entry, and refund processing.
• Communications preferences — your email/SMS opt-in choices for marketing (separate from transactional emails, which we send for tickets, refunds and service notices regardless of marketing preference).
• Technical information — IP address, device and browser type, session cookies, and anonymised page-view analytics for product improvement. No third-party advertising trackers.

2. How we use your information

We use personal information only for the purposes for which it was collected, including:

• Delivering tickets, PDF passes, QR codes and confirmation emails.
• Processing payments, refunds and chargeback disputes.
• Contacting you about your bookings — event changes, cancellations, rescheduling, or venue-day logistics.
• Sharing your contact details with the event organiser so they can contact you about the event you have booked (see Section 3.b).
• Detecting and preventing fraud, abuse, and resale-cap violations.
• Sending marketing communications — only when you have opted in. You can withdraw consent at any time via the unsubscribe link in any marketing email or by emailing privacy@ticketnova.com.au.
• Complying with our legal obligations — ATO record-keeping, anti-money-laundering checks, and lawful requests from authorities.
• Improving the product through anonymised analytics.

We never sell, rent or trade your personal information to third parties for their own marketing purposes.

3. When we share information

3.a Service providers

We disclose limited information to the third-party providers we rely on to run the platform. Each is bound by contract to use the data only for our purposes and to apply comparable security standards:

• Stripe — payment processing (PCI-DSS Level 1 certified). Receives card details directly via Stripe Elements; we never handle them.
• Clerk — authentication and account management.
• SMTP2GO— transactional email delivery (ticket confirmations, refund notices). Email is processed on SMTP2GO’s Australian-hosted infrastructure.
• Cloudinary — hosting of event cover artwork (no personal data).
• Seats.io — premium seat-map rendering and inventory for venues that opt in. Receives your booking object labels and hold token; no contact details.

3.b Event organisers

When you book a ticket, the organiser of that event receives your name, email, phone and ticket details so they can contact you about the event (changes, parking, age policy, venue access). They do not receive your payment details.

Organisers may use this information only in connection with the event you booked. Marketing communications from organisers about other events require your separate opt-in. If an organiser sends you communications you no longer wish to receive, contact the organiser directly using the unsubscribe options they provide, or contact us and we will pass on your request.

3.c Law-enforcement and legal compulsion

We may disclose personal information without your consent where required or authorised by Australian law — for example, in response to a subpoena, court order, search warrant, or a lawful request from a regulator or law-enforcement agency, or to establish, exercise or defend legal claims.

3.d Corporate transactions

If TicketNova is sold, merged, restructured, or wound up, personal information may transfer to the acquiring entity. The new owner will be bound to honour this policy with respect to data collected before the transaction, and you will be notified in advance with a reasonable opportunity to delete your account if you object.

4. Disclosure to overseas recipients (APP 8)

Some of our service providers store or process personal information outside Australia. Where we disclose data overseas we take reasonable steps to ensure the recipient handles it consistently with the Australian Privacy Principles:

• Stripe — United States (with an Australian subsidiary for AU merchants).
• Clerk — United States.
• Cloudinary — United States and global CDN edge nodes.
• Seats.io — primarily European Union, with regional nodes including Oceania.

5. Your rights

Under the Privacy Act 1988 (Cth) and the Australian Privacy Principles, you can:

• Request access (APP 12) to the personal information we hold about you.
• Request correction (APP 13) of any inaccurate, out-of-date, or incomplete information.
• Delete your account, subject to our record-keeping obligations (booking records are retained for 7 years to meet ATO requirements — see Section 7).
• Withdraw marketing consent at any time, without affecting your ability to use the service or receive transactional notices.
• Lodge a complaint with us, and escalate to the OAIC if unresolved (see Section 10).

Email privacy@ticketnova.com.au. We respond to access and correction requests within 30 days.

6. Cookies

We use a small number of cookies that are essential to the service: session, CSRF protection, payment continuity, and language/region preferences. We do not use third-party advertising cookies or participate in cross-site tracking networks.

You can disable cookies in your browser settings, but checkout and your authenticated session will not function.

7. Data retention

• Booking records (financial) — retained for 7 years, as required by the Australian Taxation Office.
• Account profile — retained until you request deletion, subject to the booking-record obligation above.
• Payment records — retained by Stripe under their PCI-DSS obligations, typically 7 years.
• Anonymised analytics — aggregate data only; no individual record retained beyond 30 days.
• Marketing list — until you unsubscribe, then permanently removed from active sends.

8. Data security and breach notification

We take the following steps to protect personal information:

• TLS 1.2+ encryption in transit; encryption at rest for database backups.
• PCI-DSS compliance delegated to Stripe — we never store full card numbers, CVVs, or expiry dates on our infrastructure.
• Role-based access controls on internal admin tools, with audit logging on privileged actions (refunds, bookings, user data).
• Regular dependency-security scanning and patching.

Notifiable Data Breaches scheme. If we suffer an eligible data breach likely to result in serious harm to any individual whose information we hold, we will notify the affected individuals and the Office of the Australian Information Commissioner (OAIC) without undue delay, in accordance with Part IIIC of the Privacy Act 1988 (Cth).

9. Children

TicketNova accounts are intended for users 16 years and over. Some events are 18+ — those are clearly labelled and enforce age verification at the gate. We do not knowingly collect personal information from children under 16 without parental consent. If you believe a child under 16 has provided us with personal information, contact us and we will delete it.

10. Complaints and how to contact us

If you believe we have mishandled your personal information or breached this policy or the Australian Privacy Principles:

1. Contact us first — email privacy@ticketnova.com.au. We will acknowledge your complaint within 5 business days and respond substantively within 30 days.
2. Escalate to the OAIC — if you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner at oaic.gov.au or call 1300 363 992.

11. Updates to this policy

We may update this policy from time to time to reflect changes in our practices or in the law. Material changes will be notified by email to account holders, or via a prominent notice on the site for at least 14 daysbefore they take effect. The "Last updated" date at the top of this page reflects the most recent revision.

12. Contact

Johar Technologies Pty Ltd T/As TicketNova
ABN 16 700 876 286
97 Wangolove St, Tallawong NSW 2762
privacy@ticketnova.com.au
+61 488 901 902

Related: Terms of service · Refund policy · General contact.