In short
- We collect what we need to run your bookings and tickets, keep your account secure and meet the law. Nothing more.
- Card details go straight to Stripe. We never see or store your full card number.
- The business or organiser you book with gets your name and contact details so they can look after you.
- We never sell your data and we don’t use advertising trackers.
- Account holders can see, change and download their data, and deactivate or delete their account, in Your account. Anyone can also email privacy@lilka.co.uk.
- A deleted account comes back if you sign in again within 30 days, then it’s gone for good. A deactivated account that isn’t reactivated is deleted after 90 days.
- Organisers see combined visitor and sales figures for their own events, never who an individual visitor is. Rough location comes from your browser’s time zone, not GPS or your IP address.
1Who we are
Lilka is run by MKC TV, a company registered in England and Wales (company number [company number]) at [registered office address].
For the personal data described here, we are the controller. That means we decide how and why it is used. We are registered with the Information Commissioner’s Office (ICO) under number [ICO registration number].
Questions about this policy or your data: privacy@lilka.co.uk.
2Who this policy covers
- Customers who book appointments with businesses on Lilka, including guests who book without an account.
- Ticket buyers and attendees, including people whose name is on a ticket someone else bought.
- Organisers and business owners, plus any staff they add to Lilka.
- Visitors browsing the site without signing in.
3What we collect
The table shows each type of data, some examples and where it comes from.
| Type | Examples | Where it comes from |
|---|---|---|
| Account details | Name, email, phone number, password (stored scrambled so nobody can read it), account type | You, when you sign up |
| Appointment bookings | Service, date and time, staff member, notes you add, reminder choice, booking reference | You, when you book |
| Tickets and orders | Buyer name and email, ticket type, a unique random code for each ticket (shown as a QR code), when each ticket was scanned in and by which organiser account, and a private link to your tickets | You, and the organiser when they scan you in |
| Blocked buyers | An email address stopped from buying tickets, with the reason and date | Our admin team, after fraud or abuse |
| Payments | Amount, currency, payment status and the Stripe payment reference | Stripe, after you pay |
| Organiser and business details | Business or organiser name, contact details, verification status, Stripe account reference, licence and insurance confirmations | You, and Stripe’s identity checks |
| Reports and support | Reports you send about an event, emails to our support team | You |
| Security and device data | A shortened IP address (the last part removed), browser and device type, your browser’s time zone setting as a rough location (for example Europe/London), sign-in attempts, when you were last active, a scrambled session ID | Your device, automatically |
| Activity records (audit log) | Who made an important change (such as signing in, changing a password, closing an account or issuing a refund), when, and the shortened IP address and rough location it came from | Our systems, automatically |
| Visitor counts | Page viewed, the site that sent you, phone or computer, browser time zone, and a code that changes every day. No cookies and no IP address stored. | Your device, automatically (not if you send Do Not Track or Global Privacy Control) |
| Error reports | Technical details when something breaks: the error message, page path and browser type, with emails, links and passwords removed | Our servers and your browser, automatically |
| Account closure | When you deactivated your account or asked to delete it | You |
We don’t ask for sensitive information such as health details. If you choose to put something sensitive in a booking note (for example an allergy before a beauty treatment), it is shared only with that business so they can look after you.
4How we use it and why we’re allowed to
UK data protection law says we need a lawful reason for each use. Here is ours for each one.
| What we do | Lawful reason |
|---|---|
| Create and run your account | Contract |
| Take your booking or ticket order, and send confirmations, tickets and updates | Contract |
| Pass your booking to the business, or your order to the organiser | Contract |
| Send a reminder before your appointment or event (you can switch this off) | Legitimate interests |
| Take payments, issue refunds and pay organisers | Contract Legal obligation |
| Check organisers before they are paid | Legitimate interests Legal obligation |
| Protect accounts: spot repeated failed sign-ins, lock accounts, stop fraud and fake events | Legitimate interests |
| Review reports and enforce our community guidelines | Legitimate interests |
| Keep tax and accounting records | Legal obligation |
| Send news about events you might like | |
| Work out how Lilka is used, using combined figures that don’t identify you | Legitimate interests |
| Show organisers combined visitor and sales figures for their own events | Legitimate interests Contract |
| Run security audits and show our admin team sign-in activity, rough locations and the audit log | Legitimate interests |
| Find and fix errors and crashes, and check our systems are working | Legitimate interests |
| Let you see, download, change, deactivate and delete your account, and delete closed accounts on time | Legal obligation Contract |
Where we rely on legitimate interests, we have checked that our reason is fair and doesn’t override your rights. You can object at any time (see section 9).
6Data sent outside the UK
Some of the companies above, including Stripe, may handle data outside the UK. When that happens it is protected either because the UK government has approved that country’s data protection laws, or by the UK’s International Data Transfer Agreement or Addendum, which contractually requires the same level of protection.
7How long we keep it
We keep data only as long as we need it, then delete it or make it anonymous.
| Data | How long |
|---|---|
| Your account | While it’s open, apart from the two cases below |
| A deleted account | Comes back if you sign in within 30 days, then deleted for good, apart from the records below |
| A deactivated account | Deleted for good 90 days after it was deactivated, unless you sign in again before then |
| Bookings, orders and payment records | 6 years after the appointment or event, because tax law requires it |
| Tickets on hold while you check out | About 35 minutes while you’re on the payment page, then released |
| Security logs (sign-ins, lockouts, IP addresses) | 12 months |
| Activity records | 2 years, or 6 years if they relate to money (such as a refund) |
| Visitor counts | 13 months |
| Error reports | 90 days after the error last happened |
| Email links (confirmation, password reset) | Until used or expired, then removed within 7 days |
| Reports about events | 2 years after the report is closed |
| Ticket codes and scan times | With the order they belong to: 6 years after the event |
| Blocked buyers list | Until we unblock the email address, and reviewed at least every 2 years |
| Marketing preferences | Until you unsubscribe. We then keep your email on a ‘do not contact’ list so we don’t email you by mistake. |
Businesses and organisers keep the booking and attendee details we pass them for as long as their own policies say.
An automatic job runs every hour to delete accounts and old records when these times are up.
8Analytics, security checks and error reports
Visitor numbers. We count page views without cookies (see our cookie policy). Each view records the page, the site that sent you, phone or computer, your browser’s time zone setting and a code that changes every day. We never store your IP address for this, and if your browser sends Do Not Track or Global Privacy Control we don’t count you at all.
Rough location. Where we show location, it comes from the time zone your browser is set to (for example “Europe/London”). It tells us a region or city, never your address. We don’t use GPS and we don’t look up your IP address.
Who sees what.
- Organisers see combined figures for their own events only: visitors per day, where visitors came from, phone or computer, rough location, ticket sales and how many visitors bought. They can’t see who an individual visitor is.
- The Lilka admin team sees the same figures for the whole site and for every event, plus account numbers, the audit log (who did what and when, with a shortened IP address and rough location), and security reports such as failed sign-ins, locked accounts and suspicious ticket scans. We use this to keep accounts safe and stop fraud.
- What our admin team sees about ticket buyers: your email address, your orders (reference, event, number of tickets, amount, refunded or not) and how many of your tickets were scanned in. They use it to answer questions, issue refunds, resend tickets and stop fraud. Our admin views don’t show your name, phone number or other personal details, and nobody at Lilka can see your password or card details.
- Your organiser sees your name and email for their own event, and when your tickets are scanned. Only the organiser’s own account can check whether a ticket QR code is valid; Lilka’s admin team can’t check you in.
Error reports. When something breaks on our servers or in your browser, we save the technical details (the error message, the page path and where in our code it happened) so we can fix it. Before saving, we remove email addresses, sign-in and reset links and anything that looks like a password or key.
System checks. We regularly check that our database, payments (Stripe), email and storage are working. These checks don’t use your personal data.
9How we protect it
- Everything is sent over an encrypted connection (HTTPS).
- Passwords are scrambled with a one-way hash, so even we can’t read them.
- Card details go directly to Stripe and never touch our servers.
- Staff and organisers only see what their role needs. Important changes are recorded with who made them.
- We watch for attacks such as repeated failed sign-ins and lock accounts when we see them.
- You can turn on two-step sign-in. Our admins must use it to reach site controls.
- Our admin team runs regular security audits and can sign out every account at once, force a password reset or pause sign-ins if we suspect a problem.
- Errors and crashes are recorded and checked, and we monitor that our systems are working.
If a data breach puts your rights at risk, we will report it to the ICO within 72 hours where the law requires, and tell you without undue delay if the risk to you is high.
10Your rights
You have the right to:
- See your data and get a copy of it.
- Correct it if it’s wrong or incomplete.
- Have it deleted, unless we must keep it by law (such as tax records).
- Limit how we use it while a complaint or correction is sorted out.
- Object to us using it based on legitimate interests. You can always object to marketing, and we will stop.
- Take it with you in a common format such as a spreadsheet.
- Withdraw your consent at any time, for anything we do with your consent.
- Not be subject to decisions made only by a computer that have a significant effect on you. We don’t make decisions like that. When an event is paused automatically after reports, a person always reviews it.
If you have an account, you can see, download, correct and delete your data yourself (see section 11). To use any of these rights another way, email privacy@lilka.co.uk. It’s free. We may ask you to confirm who you are first. We’ll reply within one month, or tell you within that month if a complex request needs up to two more months.
11Seeing, changing, deactivating or deleting your account
If you have a Lilka account, you can do all of this yourself in Your account:
- See your data. Your account details, the events and businesses you run, tickets and bookings made with your email address, and recent security activity on your account (sign-ins, password changes and so on, with rough location).
- Download it as a file you can keep or take elsewhere (JSON format).
- Change it. Update your name, change your email (we send a link to the new address to confirm it and tell the old address), change your password, turn on two-step sign-in, or sign out on every other device.
- Deactivate your account. It’s hidden straight away and you’re signed out everywhere. Sign in again at any time to bring it back exactly as it was. If a deactivated account isn’t reactivated within 90 days, we delete it for good.
- Delete your account. It’s closed straight away and you’re signed out everywhere. For 30 days you can get it back just by signing in again with your email and password. After 30 days it is deleted for good and can’t be recovered.
When an account is deleted for good, we remove your account details and sign-in records, remove your name and email from our audit log, and delete upcoming events of yours that haven’t sold any tickets. We keep what the law makes us keep or what protects other people: ticket orders and booking records for 6 years for tax, and events that have already sold tickets, so ticket holders can still go or get a refund. Those events are looked after by Lilka.
Our team may also deactivate, suspend, sign out or reset the password of an account to protect it or other people, for example after signs of a break-in. Every such action is recorded in the audit log.
12Children
You must be 18 or over to create an account, book an appointment or buy tickets. Younger people can attend events when an adult buys their ticket. If an event has an age limit, the organiser checks ID at the door.
If you think a child has given us their details, email privacy@lilka.co.uk and we’ll delete them.
13Complaints
If you’re unhappy with how we’ve handled your data, please tell us first at privacy@lilka.co.uk. We’ll acknowledge your complaint, look into it and let you know the outcome.
You can also complain to the Information Commissioner’s Office at any time: ico.org.uk/make-a-complaint or 0303 123 1113.
14Changes to this policy
When we change this policy we’ll update the date at the top. If a change affects how we use your data in a significant way, we’ll email you before it takes effect.