Privacy Policy

At the Orange Tree Theatre (“the OT”), registered charity number 266128, we are committed to protecting your privacy. We will use the information that we collect about you in accordance with the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003. This policy may change from time to time so please check it periodically. It was last updated on 20 July 2022. The most recent updates cover:

  • Information from third parties
  • How we use your personal information
  • Using our website

The OT will only send you marketing communications about our productions if we have record of you having agreed to receive communications, or if we believe there is a legitimate interest (see Opting into and out of marketing and fundraising communications below). If you have given us your contact preferences (by post, email or telephone), we will only use your preferred method of contact. You can check and/or update your contact preferences at any time by:

  • Logging into your account at 
  • Calling the Box Office on 020 8940 3633
  • emailing
  • or sending your preferences by post to Orange Tree Theatre, 1 Clarence St, Richmond TW9 2SA

We will never sell your personal data, and will only ever share it with organisations where we have your permission, or to fulfil a promise to you (such as a mailing house to send our Season Brochure) and where privacy and security are guaranteed under contract with the organisation.


Any questions you have in relation to this policy or how we use your personal data should be sent to or addressed to Hanna Streeter, Executive Director, Orange Tree Theatre, 1 Clarence St, Richmond TW9 2SA.

The information we collect

Information provided by you

We create customer accounts on our database, Spektrix, when you:

  • purchase tickets or other products
  • make a donation to the OT
  • sign up to the OT’s mailing list or email list
  • take part in an OT project (such as our Youth Theatre or over 60s theatre group)
  • volunteer with the OT
  • are employed by or engaged to work for the OT

If you purchase an OT Membership as a gift for someone, or are the parent of one of our Youth Theatre groups, your details will be recorded (as will the recipients/child’s) including your relationship to that person.

Customer accounts record personal data provided by you when purchasing/ donating/ registering and include:

  • personal details (name, address, email address, telephone number, date of birth, etc)
  • financial information (transaction history, payment details such as encrypted card details, Gift Aid declaration)
  • interests and preferences (such as if you have registered for our Access scheme; if you, as a Member, prefer not to receive Membership benefits; etc)

NB You can choose to store your card details with us to speed up future transactions, or for auto-renewal of Membership; if you do so the details are immediately encrypted by our database, Spektrix, and so cannot be accessed other than to make payments to the OT for which you have given your consent and for which you will need to confirm the CVV each time.

Your data is held securely in-line with best practice set by the Information Commissioner’s Office (ICO). Access to customer information is strictly controlled. The Spektrix system can only be accessed by people who need it to do their job. Certain data, for example some sensitive information and/or special category data, is additionally controlled and is only made visible to members of staff who have a reason to work with it.

Information created by your involvement with the OT

Individuals enjoy, engage and work with the OT in various ways, and your interaction with the OT will be recorded on our Spektrix database.  For example, we would record what plays you book for, if you have been employed by the OT, if you have volunteered or if you have donated to a specific campaign or project.  We do this to ensure the way in which we communicate with you is consistent and appropriate to the ways in which you are involved. 

Information we generate

We conduct research and analysis on the data we hold, which can in turn generate personal data.  For example, by analysing your interests and involvement with our work, we may be able to build a profile which helps us to decide which of our communications are likely to interest you.  The How we use your personal information and Other communications sections contain more information about how we use information for profiling and targeted advertising.

Information from third parties

In certain circumstances, your information will be shared with us by third parties. For example:

  • a coproducer, or venue we tour to, may pass on your data which you’ve given your permission to use either at the point of booking or through a post-performance survey (how/when your permission is recorded will differ venue to venue). The organisation you book through should seek permission to pass on your details.
  • We may collect or use information from social media if you interact with us through social media pages. For example if you tweet comments about a production to us at @OrangeTreeThtr, we may use your feedback in promoting the show.
  • We may use your anonymised data to show you advertising on platforms such as Facebook, Instagram, Twitter. We may share your data with third party advertisers such as Facebook or Twitter to help us identify customers similar to our audience or to show you ads relevant to you. For more detail, see the privacy policies for Facebook/Twitter/Instagram
  • Depending on your settings or the privacy policies for social media services like Facebook, Instagram or Twitter, you may give us permission to access information from those accounts or services, such as your behaviour on these services and across our site. The majority of this behaviour is anonymised.  For more information on how to control your privacy settings for these services, see the following Privacy Policies:

Facebook – Privacy Policy

Instagram – Privacy Policy

Soundcloud – Privacy Policy

TikTok – Privacy Policy

Twitter – Privacy Policy

Vimeo – Privacy Policy

YouTube – Privacy Policy

Occasionally, we may collect information about certain audience members or supporters (eg particularly wellknown or influential people) from public sources.  This could include public databases (such as the Charity Commission or Companies House), news or other media. Such research is generally undertaken infrequently and for only a very small number of customers. Undertaking this research helps us to use focus our resources and ensure communications are relevant.

If you apply for a job with the OT, we may contact your recruiters, current and former employers and/or referees, who may be based inside or outside the EU, to provide information about you and your application.

We might also receive information about you from other third parties if you have indicated to those third parties that you would like to hear from us.

How we use your personal information

We use personal data for administrative purposes (i.e. to carry out our charitable work). This includes:

  • receiving donations (e.g. direct debits or Gift-Aid instructions);
  • maintaining databases of our audience, members, supporters, staff and volunteers;
  • fulfilling orders for goods or services (whether placed online, over the phone or in person);
  • performing our obligations under membership and ticketing contracts;
  • helping us respect your choices and preferences (e.g. if you ask not to receive marketing material, we’ll keep a record of this).

We use your personal information (including your name, contact details and transaction history) to fulfil your orders, maintain financial records, provide customer service and for analysis. We may share your personal information with other organisations for these purposes. We require that such organisations meet our standards for handling data, and that any data is only used for the agreed purpose, and is destroyed once used. We will not otherwise share your personal information with third party organisations, except as described below.

We use some of the information we collect about you, such as the record of the events you have attended or what you’ve told us you’re interested in, to tailor the advertising, marketing and fundraising communications we send to you (unless you have requested not to receive such communications – see below).

We may use your anonymised details to show you advertising on Social Media platforms such as Facebook, Instagram or Twitter, or via other third-party advertising that may appear on other websites you use. The information shared with these platforms is pseudonymised to protect your personal data. You can opt-out of sharing pseudonymised data here (please note that you may not see fewer ads, but they will be less relevant to your interests).

We use service providers who aggregate data to help us do benchmark reporting across the industry, specifically The Audience Agency for the purposes of the Audience Finder initiative.  For more information on the data they collect, see their Privacy Policy:

Opting into and out of marketing and fundraising communications

When you register for a user account on our website you can choose whether you would like to receive marketing and fundraising communications from the OT by email, telephone or post. Once you have a user account, you can manage your preferences at any time in the ‘My Account’ section of the website or by emailing We will include opt-out instructions in any marketing or fundraising communications you receive from us.

When purchasing tickets you are given the opportunity to opt-in to receiving news and information from the OT and its co-producers, other arts organisations and our sponsors. You will only be contacted in this regard if the relevant box has been ticked, or if you have not specified whether you would like to receive information, in line with ‘legitimate interest’ rules for postal communications and the ‘soft opt-in’ rule for email communications.

The OT is a charity (266128), and we actively raise money towards a broad range of projects and ongoing work. We keep a record in our database of your donations to the OT, including memberships.

From time to time we may analyse our database to find people who we think might be interested in offering support based on factors such as previous contributions, transaction history and demographics. We may note other relevant information about you in our database. This could be information that you have given us yourself, information from publicly available sources, or information shared by other organisations with your consent.

If you have opted in to receive marketing communications by email, you may also receive fundraising messages from us through this channel. We try to make these as relevant to you as we can. You can opt out of fundraising communications at any time by clicking the ‘unsubscribe’ link included in each email, or by updating your contact preferences.

Other communications

If you have opted out of marketing communications, we may still get in touch with you. For example, we may email you to give you important information about the events you’ve booked or to tell you about any changes.

You may be included in our market research (such as our audience survey, which we use to improve our service) even if you have opted out of marketing communications. You will be given the opportunity to opt out in any message you receive from us.

Sensitive information and special category data

Sometimes we will ask you to provide sensitive information or special category data, for example when you book for certain events or participate in some activities, or when you apply for a job. As with all the personal information we hold, sensitive information and special category data is held securely and restricted to those who need to use it. See How long we store information.


Photographs and stories in our communications

We run a number of youth projects for ages 0 to 18 years.  To promote these projects, and raise donations to fund the work, we produce communications such as brochures, flyers and funding applications or reports in which photographs and/or stories about participants will appear. Written permission is sought from parents/guardians, without exception, before photographs of anyone under 18 years of age are used.   

Marketing and fundraising

We won’t send marketing emails, letters, calls or messages to anyone under 14 years old.  In order to donate to the OT, or order things from us online, you need to be 14 years old or over. For this purpose you are asked to enter your date of birth when creating an account on our website or through our Box Office team (in person or over the phone).

Young people’s information

We won’t use young people’s personal data for marketing purposes and we won’t profile it (see Information we generate). If a youth project participant turns 14 and wishes to interact with the OT (by buying tickets or donating) as an adult, some of the personal data we hold about that individual (e.g. history as a Youth Theatre member) will be carried over to their adult customer account.

How long we store information

We will only use and store information for so long as it is required for the purposes for which it was collected. How long information will be stored for depends on the information in question and what it is being used for. For example, if you purchase a ticket from us we will retain your details and the details of your purchase for seven years. Or if you set up a Direct Debit with us, we will securely hold your Direct Debit Instruction indefinitely, in case an indemnity claim is raised.

We continually review what information we hold and delete what is no longer required.

You have control of your data

We want to ensure you remain in control of your personal data. Part of this is making sure you understand your legal rights, which are as follows:

  • to have confirmation as to whether we hold personal data for you, and if so have access to a copy of the personal information we hold for you (this is known as a subject access request);
  • to have any inaccuracies in the data we hold for you corrected;
  • to have your data erased (though this will not apply where it is necessary for us to continue to use the data for a lawful reason);
  • the right to object to your data being used for marketing or profiling; and
  • where technically feasible, you have the right to personal data you have provided to us which we process automatically on the basis of your consent or the performance of a contract. This information will be provided in a common electronic format.

Please bear in mind that there are exceptions to the rights above and, though we will always try to respond to your satisfaction, there may be situations where we are unable to do so.

If you would like further information on your rights or wish to exercise them, please write to our Data Protection Officer at Orange Tree Theatre, 1 Clarence St, Richmond TW9 2SA, or ask to speak to our Executive Director by phone to 020 8940 0141 or email on

We can provide you with a template subject access form which includes guidance on how to make your request (and will help us respond more quickly). Please contact us for a copy of this.


You may complain to the OT directly regarding data protection by contacting our Executive Director using the details set out above. If you wish to make a complaint (including a complaint about fundraising activity) which does not directly relate to your data protection and privacy rights, you can do so by emailing, telephoning our administrative office on 020 8940 0141, or writing to Orange Tree Theatre, 1 Clarence St, Richmond TW9 2SA.

If you are not happy with our response to your complaint about data protection, or you believe that your data protection or privacy rights have been infringed, you can complain to the UK Information Commissioner’s Office which regulates and enforces data protection law in the UK. Details of how to do this can be found at

Website and links to other websites

Using our website

We receive and store certain details whenever you use the OT website. We log your computer’s IP address and the requests it makes to our servers. Our website uses cookies to enable online transactions, to understand how people use our website and to inform our digital advertising.

When we send you an email

We keep a record of the emails we send you, and we may track whether you receive or open them (if your email software provides this information). If you click on a link in an email, we will log this. We may then track any subsequent actions online, such as buying a ticket. 

We do this to ensure the information we send is relevant or of interest to you, to ensure we are making best use of our resources and that you receive a reasonable level of communication from us.

Links to other sites

Our website contains hyperlinks to many other websites. We are not responsible for the content or functionality of any of those external websites (but please let us know if a link is not working by using the ‘Contact’ link from the menu at the top of the page on mobile devices, or the left of the page on your computer).

If an external website requests personal information from you (e.g. in connection with an order for goods or services), the information you provide will not be covered by the OT’s Privacy Policy. We suggest you read the privacy policy of any website before providing any personal information.

When purchasing goods or services from any of the businesses that our site links to, you will be entering into a contract with them (agreeing to their terms and conditions) and not with OT.

Changes to this Privacy Policy

We will review this Privacy Policy at least once a year to ensure it remains up-to-date and accurately reflects how and why we use your personal data. The current version of our Privacy Policy will always be posted on our website.

This Privacy Policy was last updated on: 20 July 2022

Previous Privacy Policy, 21 May 2018

Web Privacy and Cookies Policy

This web privacy policy sets out how the Orange Tree Theatre uses and protects any information that you give the Orange Tree when you use this website. For our full Privacy Policy (above).

The Orange Tree Theatre is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this statement and our Privacy Policy.

The Orange Tree Theatre may update this statement from time to time, and any changes will be recorded on this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 21 May 2018.

What we collect

We may collect the following information:

  • name and title
  • contact information including email address
  • demographic information such as postcode, preferences and interests
  • other information relevant to customer surveys and/or offers

What we do with the information we gather

The information we gather includes anonymised data about how people use the website, and helps us to provide you with a better service. Any personal information provided by you, for example when making a purchase or joining our mailing list, will be managed in line with our Privacy Policy.


We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information. For more information about how we store and use your data, and information about your rights, see our Privacy Policy.