Privacy Policy
Contents
1. Product analytics and feedback
You can choose to share usage analytics in Settings > Help improve Velvet. When enabled, we collect first-party app sessions, screen paths and time spent, event impressions and engagement, search and filter counts, video engagement, checkout steps, request timings and error codes. We associate these records with your account to understand product usage, reliability and conversion. Analytics is optional and off until enabled. Turning it off stops collection and removes your stored raw product-analytics events.
We do not include passwords, sign-in codes, authentication tokens, payment-card details, PINs, identity documents, verification portraits, precise device location, typed search terms, or form contents in product telemetry. We do not collect advertising identifiers or use this telemetry to track you across other companies' apps or websites. Transaction and security records needed to operate Velvet are handled separately.
Shaking your phone can open a suggestion or bug-report form; it does not submit a report. You can disable this shortcut in Settings. Reports include only the text you choose to send and, if you leave diagnostics enabled, your app/build and device information, recent sanitized screen paths, request timings and error codes. You can review those diagnostics before sending. Device motion is processed on your phone for the shortcut and is not uploaded.
Raw optional product analytics is retained for up to 90 days, and submitted reports for up to 180 days, with scheduled deletion. Account deletion removes this optional product data. Contact john@utrax.co for access or deletion requests.
2. Event marketing pixels and advertising
Once Velvet enables marketing pixels, event organizers can configure Meta Pixel, Google Analytics 4, Google Ads and TikTok Pixel on their Velvet event pages to understand visits and advertising performance. When enabled, these providers may receive information directly from your browser, including the event page visited, IP address, browser/device information and cookie or similar identifiers. They may use this information for analytics, ad measurement and advertising across services, which may constitute sharing for cross-context behavioral advertising. Velvet's event-pixel integration does not send your ID documents, identity portrait, payment details or ticket credentials to these providers.
To stop these event marketing pixels, select "Do Not Sell or Share My Personal Information" on an event page. We also honor your browser's Global Privacy Control signal. These controls apply to this browser; use them on each browser/device you use. Your saved choice may need to be renewed if you clear browser storage. Opting out stops future event-pixel activity in that browser without preventing ticket purchases or essential account and security functions. It does not recall information already sent before your choice.
3. Profile and event visibility
You can choose who sees your profile and independently choose who sees upcoming and past event collections: everyone, mutual followers (Friends), or only you. Profile restrictions still apply. Existing event collections are private until you choose to share them. Blocking someone prevents that account from viewing your profile through the service. Changing a visibility setting cannot erase information someone previously saw or saved.
4. About this policy
Velvet is an event discovery, ticketing, membership and venue-admission service operated by UTRAX LLC. This policy explains how we handle information when you use our websites, Velvet Guest, Velvet Venue and related services. Contact John Held at john@utrax.co with privacy questions or requests.
5. Information we collect
Account information includes the email address or phone number you use to sign in, your profile name, username, social photo, preferences and information you choose to add. We also process your event saves, social connections, tickets, orders, memberships, linked bands and communications with us.
When you choose digital identity or age verification, the verification screen names the provider before you select Agree and verify. Stripe Identity handles checks started before the Didit switch; Didit handles new checks after that switch. The provider checks a government ID, a live selfie and a face match and records the session. Velvet receives the result, verified birth date, verified name for a transient Velvet Safety comparison, and a provider portrait reference. Velvet does not store the document image, licence number, selfie or session video. A social profile photo is separate from the portrait used for admission. A Velvet Safety match restricts the account, and you can appeal.
We receive transaction status, receipt and payment-reference information from payment providers. Payment-card processing is handled by those providers. Device and service information can include IP addresses, browser or app version, request logs, diagnostics and security events.
You can choose a city without sharing device location. If you allow location access, we use it to find nearby events or operate the location feature you requested. An organizer may provide an event address. Private event addresses are restricted according to the event’s visibility and access settings.
6. How information is used
We use information to authenticate accounts; show events; issue and manage tickets and memberships; process purchases, refunds and transfers; support admission and age checks; operate the social features you choose; provide support; communicate requested updates; and investigate fraud, abuse or security incidents. We also use service logs to maintain and improve reliability. Confirmed ticket spending in the preceding 12 months, excluding fees and refunded orders, determines your earned membership tier. A separately granted tier may apply for a limited period. A spending tier does not change your identity verification status.
A venue’s authorized staff may see the ticket, membership, verification portrait, exact age, verified date of birth or other admission information needed for their role. Your editable social avatar is not proof of identity. Information supplied for an identity check is not used as a public social profile or for advertising.
8. Text messages and your choices
Velvet login codes sends the sign-in codes you request. Optional updates about your own tickets and events are a separate program choice. Requesting a code does not enroll you in recurring event updates or promotional messages. Recurring event updates require a separate affirmative choice. We retain the verified phone number, consent wording or version, time and relevant account record so we can honor your selection.
Message frequency varies with your activity; message and data rates may apply. Reply STOP to unsubscribe or HELP for assistance, or contact john@utrax.co. You can also turn off event texts in the app. Opting out does not cancel your tickets or account. You may use email sign-in instead of SMS. Organizer promotional subscriptions, if offered, require their own separate consent and are not included in this program.
9. Retention and security
We retain information for as long as needed to provide the service, honor your choices, resolve disputes, prevent abuse and meet legal or accounting obligations. Account deletion does not erase records we must retain for these purposes. We restrict access according to role and purpose and use technical and organizational safeguards. No system can promise absolute security.
For a physical ID scan, Velvet uses the document details on the Door device to check the event's age rule and document expiry, then discards them after that check. New scans do not create document-based repeat-visit history, including a hash of the licence number. Encrypted guest-history records from the earlier Door version are being deleted. Admission, transaction and safety records may be retained separately where needed to resolve disputes, prevent abuse or meet legal obligations. A verified member's admissions remain linked to that member's account for access and safety operations; they are not anonymous.
Velvet stores the provider-verified date of birth in encrypted form and computes age on the event’s local calendar at each admission check. For members verified earlier with Stripe Identity, we may retrieve that date once from the existing Stripe verification without requiring another verification. The exact age and verified date of birth are released only in a door scan response to staff who currently have admission rights, and each release is audited. The date is not included in admission-attempt history, exports or application logs, and is not used for advertising or social profiles.
Requesting identity or account deletion removes Velvet’s encrypted verified date of birth. If verification showed you were under 21, Velvet retains the separate fact ‘under 21 until’ your 21st birthday to prevent a conflicting age claim, even after identity or account deletion, and purges that fact on that birthday. Other verification audit records may remain under the retention rules above.
Identity information and verification portraits have restricted access and are subject to the retention and deletion rules of the applicable feature and provider. Contact us if you need information about a particular verification record or wish to request deletion.
10. Access, correction and deletion
You can edit available profile details, change notification preferences, revoke linked bands and request account deletion through account settings. Contact john@utrax.co to request access, correction, deletion, a copy of your information or other privacy rights available where you live. We may verify your identity before acting on a request. We will not penalize you for exercising applicable privacy rights.
You control device permissions through operating-system settings. Our services use session storage and similar technology necessary for sign-in, preferences and security. Third-party links and services have their own privacy practices. Information may be processed in countries where our providers operate, subject to applicable requirements.
11. Children and policy changes
Velvet is not directed to children under 13. If you believe a child has provided personal information without appropriate authorization, contact us so we can investigate and take appropriate action. Event-specific age restrictions still apply.
We may update this policy as the service changes. The date above identifies the current version. Material changes will be communicated as required by applicable law.