Privacy Policy

Lucky Voice Group Limited (‘we’) are committed to protecting and respecting the privacy of our users. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998 and the EU General Data Protection Regulation 2016)

This Privacy Policy (together with our Terms and any other documents referred to on it) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.

Personal Data and Information we may collect from you

We may collect and process the following data about you:

  • Information that you provide by filling in forms on our sites: www.luckyvoice.comwww.luckyvoicekaraoke.comsolutions.luckyvoice.com. This includes information provided at the time of registering to use our site, subscribing to our service, posting material or requesting further services. We may also ask you for information when you purchase a product or pay for access to restricted content, enter a competition or promotion and when you report a problem with our site.
  • Information that you provide through interactions with us when you visit one of our venues, attend an event either hosted by Lucky Voice or where Lucky Voice is exhibiting, or when you communicate with us via phone, email or directly in person.
  • We base our right to collect and use your Personal Data on the need to do so in order to provide you with the services or products that you have ordered from us. To the extent that we use sensitive Personal Data, we base this on your explicit consent. To the extent that we use your Personal Data to send you offers beyond what is considered to be within our legitimate interest, such as marketing of products and services provided by an affiliate, we base this on your specific consent as well.
  • If you contact us, we may keep a record of that correspondence should we need to refer to your correspondence. It will only be shared with relevant people at Lucky Voice Group Ltd who are able to assist with your correspondence, and will not be shared with external parties without your prior consent.
  • We may also ask you to complete surveys that we use for research purposes, such as surveys about your experience in the bars on SurveyMonkey, although you do not have to respond to them. Any information that you provide in these surveys will not be shared with anyone outside of Lucky Voice Group Ltd without your prior consent and will be used to help improve the Lucky Voice experience. You are able to withdraw your responses and have them deleted at any point by emailing  hello@luckyvoice.com
  • Lucky Voice uses details of transactions you carry out through our site for the fulfilment of your orders (bar bookings, Lucky Voice Karaoke/app subscriptions, karaoke kit/equipment purchases). All payments on our site are processed by PayPal, Braintree or Sagepay. Their respective privacy policies can be found here:
  • Braintree and PayPal
  • SagePay
  • Lucky Voice never stores your credit card or debit card details.
  • Details of your visits to our site (that are tracked through cookies) including, but not limited to, traffic data, location data, weblogs and other communication data, whether this is required for our own billing purposes or otherwise and the resources that you access. It is not used for any additional purpose, such as to profile those who access our website. Details of your visits to our site are tracked on Google Analytics. Lucky Voice Group Limited does not store IP addresses so details of your visits to our site will not be personally identifiable. To opt-out of being tracked by cookies or for more information, refer to our cookie policy.


How we use your personal data

Lucky Voice processes Personal Data in the capacity of a Data Controller, as defined in the GDPR.

Most of our services do not require any form of registration, allowing you to visit our site without telling us who you are. However, some services listed below, may require you to provide us with personal information. This is required in order to provide you with the above services. In these situations, the legal basis for processing your personal information is consent, however, if you choose to withhold any personal information requested by us, it may not be possible for you to use the services listed below and for us to respond to your query. We will only ask for personal information that is required to fulfil the services below:

BARS

1.a. Making a booking/enquiry online

If you make a booking or enquiry on luckyvoice.com, the data that you provide us is used for the sole purpose of creating and fulfilling the booking. You will be asked to provide your name, email address and contact number. We require these details in case we need to contact you with important information regarding your booking (see 1.d.). We input bookings and enquiries into our booking system, Collins, which is owned by DesignMyNight. Neither we nor DesignMyNight will share any of these details with anyone, and they will only be used for the purposes of creating and fulfilling the booking. It is recommended that you read and understand the Terms and Conditions and Privacy Policy before making your booking/enquiry.

1.b. Making a booking via phone

When taking a phone enquiry, we require your name, email address, contact number and payment details in order to make the booking. We input bookings and enquiries straight into our booking system, Collins, which is owned by DesignMyNight. Neither we nor DesignMyNight will share any of these details with anyone or store these details anywhere other than in Collins, and they will only be used for the purposes of creating and fulfilling the booking.

1.c. Making a booking at the venue

When a customer walks into the venue without having previously made a booking, the bars staff will ask for their name and mobile number so that they can input the booking into the system in Collins (this prevents online users from double booking the same slot). The mobile number is required so that bar staff can contact customers in emergency cases such as a customer losing an item in the venue.

1.d. Making a corporate booking or enquiry through our sales team

From time to time, our sales team will outreach to potential clients who we think will benefit from the Lucky Voice offering, through the legal basis of legitimate interest.

Your data will only be used internally by our sales team to fulfil a potential booking and to build a client relationship. You are free to object to being communicated by our sales team, this can be done by replying to the outreach email stating that you object to being contacted. You are also free to request us to delete your contact details from our internal client database.

1.e. Using your data in relation to your booking

We may contact you before and after your booking with important information regarding your booking (e.g. any changes required, reminders) that will be of legitimate interest to you. These emails are managed by DesignMyNight. You can view their privacy policy here. When you arrive at the venue, the bar staff will use your details to check you in and to show you to your pod, it will not be used for any other purposes. If you have created playlists on your Lucky Voice account to play at your booking, you will be required to input your mobile number into our secure system to get access to it. This feature will not use your number for any other purpose. We will not contact you with our newsletter without your prior consent.

We will retain your information until 6 years after the date of the last booking you made.

ONLINE KARAOKE (INCLUDING SHOP AND APP)

2. a. Subscribing to the Lucky Voice Karaoke player service

When signing up to our karaoke service at luckyvoicekaraoke.com, the information that you enter is used to create your account. This includes name, email address, a password you can use to log in, and payment details to start the subscription. We will not share this information with anyone. We may contact you if we have any information regarding your account that we feel is important to notify you. We will not contact you with our newsletter without your prior consent.

We will retain your information until you request for your account to be deleted from our system. Please note, if you cancel your subscription, you will still have access to your account and we will continue to retain your information should you wish to resubscribe. See the section below on ‘Your Rights’ to find out how you can request for your account to be deleted from our system.

2. b. Signing up/subscribing to the app

When signing up to our karaoke service on the iOS app, the information that you enter is used to create your account. This includes name, email address and a password you can use to log in. Payments are taken through your account on the iTunes store. We will not share this information with anyone. We may contact you if we have any information regarding your account that we feel is important to notify you. We will not contact you with our newsletter without your prior consent.

We will retain your information until you request for your account to be deleted from our system. Please note, if you cancel your subscription, you will still have access to your account and we will continue to retain your information should you wish to resubscribe. See the section below on ‘Your Rights’ to find out how you can request for your account to be deleted from our system.

2. c. Using the Lucky Voice Shop

The Lucky Voice Shop is hosted on Shopify. When you purchase an item from the Lucky Voice shop, the personal information that you provide is used solely to perform the order that you have put through. This includes name, email address, and postal address (to deliver the order to), which are stored on Shopify (click here to see their privacy policy). In order to do this, your information is shared with UK Mail (click here to see their privacy policy) so that they can deliver the order to you. We nor UK Mail or Shopify do not share this information with anyone for marketing purposes. We will not send you our newsletter without your prior consent.

We will retain your information should the need arise for a refund of the product(s) you have purchased. See the section below on 'Your Rights' to find out how you can request for your information to be deleted from our system.

SOLUTIONS

3. a. Making an enquiry

We use your data to respond to your enquiry only. When you send an enquiry, the information you provide on the form is saved in Insightly, a CRM tool. You can view Insightly’s privacy policy here. Neither we nor Insightly will share your personal data you provide, nor will we use it for any other purposes than to respond to your enquiry. Lucky Voice will not contact you for any other purpose than to respond to your enquiry. If you would like to sign up to the newsletter, you can do so by ticking the box on the enquiry form. We will not contact you with the newsletter unless you give us consent to do so.

We will retain your information until 6 years after the date of the last enquiry message that we receive from you.

Cookie Policy

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. Cookies are small text files that are placed on your computer’s hard drive that track, save and store information about your interactions and usage of the website. They help us to improve our site and to deliver a better and more personalised service. They enable us:

  • To estimate our audience size and usage pattern.
  • To store information about your preferences, and so allow us to customise our site according to your individual interests.
  • To speed up your searches.
  • To recognise you when you return to our site.

You may refuse to accept cookies by activating the setting on your browser which allows you to refuse the setting of cookies. However, if you select this setting you may be unable to access certain parts of our site. Unless you have adjusted your browser setting so that it will refuse cookies, our system will issue cookies when you log on to our site. Cookies do not contain confidential information such as your name, phone number and/or payment details. We do not share cookies with third parties.

We may also collect information about your computer, including where available your IP address, operating system and browser type, for system administration and to report aggregate information to our advertisers. This is statistical data about our users’ browsing actions and patterns, and does not identify any individual.

Please note that when a third party advertises on our site they too may also use cookies. Unfortunately we have no control over these cookies.

Where we store your personal data

Unless it is necessary for the fulfilment of your contract, we do not send the data that we collect from you outside the European Economic Area (‘EEA’). However, it just may be possible that your data is transferred to, and stored at, a destination outside the EEA by or to staff who work for one of our suppliers. Such staff may be engaged in, among other things, the fulfilment of your order, the processing of your payment details and the provision of support services. By submitting your personal data, you agree to this transfer, storing or processing.

All information you provide to us is stored on our secure servers. Any payment transactions will be encrypted using SSL technology. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

Uses made of the information

We use information held about you in the following ways:

  • To ensure that content from our site is presented in the most effective manner for you and for your computer.
  • For internal marketing analysis and administration.
  • To provide you with information, products or services that you request from us or which we feel may interest you, where you have consented to be contacted for such purposes.
  • To carry out our obligations arising from any contracts entered into between you and us.
  • To allow you to participate in interactive features of our service, when you choose to do so.
  • To notify you about changes to our service.

Where you have given consent we may also use your data, or permit selected third parties to use your data, to provide you with information about goods and services which may be of interest to you.

We do not disclose information about identifiable individuals to our advertisers, but we may provide them with aggregate information about our users (for example, we may inform them that 500 men aged under 30 have clicked on their advertisement on any given day). We may also use such aggregate information to help advertisers reach the kind of audience they want to target (for example, women in SW1). We may make use of the personal data we have collected from you to enable us to comply with our advertisers' wishes by displaying their advertisement to that target audience.

We use Hotjar in order to better understand our users’ needs and to optimize this service and experience. Hotjar is a technology service that helps us better understand our users experience (e.g. how much time they spend on which pages, which links they choose to click, what users do and don’t like, etc.) and this enables us to build and maintain our service with user feedback. Hotjar uses cookies and other technologies to collect data on our users’ behaviour and their devices (in particular device's IP address (captured and stored only in anonymized form), device screen size, device type (unique device identifiers), browser information, geographic location (country only), preferred language used to display our website). Hotjar stores this information in a pseudonymized user profile. Neither Hotjar nor we will ever use this information to identify individual users or to match it with further data on an individual user. For further details, please see Hotjar’s privacy policy here.

You can opt-out to the creation of a user profile, Hotjar’s storing of data about your usage of our site and Hotjar’s use of tracking cookies on other websites by following this opt-out link.

Disclosure of your Personal Data

Where we use your information to contact you, we may use CampaignMaster to manage those communications. You can read their privacy policy here.

We may disclose your personal information to any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 736 of the UK Companies Act 1985.

We may disclose your personal information to third parties:

  • In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets.
  • If Lucky Voice Group Limited or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.
  • If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our Terms and other agreements; or to protect the rights, property, or safety of Lucky Voice Group Limited, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

If you are under the age of 16

If you are under the age of 16, you should review this text together with your parent or guardian to make sure you both understand them. We are not responsible for checking your age, but sometimes we still do verification checks. If we learn that you are under the age of 16 and that we have collected information about you without consent from your parent or guardian, we will delete the information as soon as possible and you will not be able to use our services.

Marketing

With your prior consent and opt-in agreement, we would like to send you information about our products, updates to our subscription service, exclusive offers on our karaoke kits and bar bookings, and upcoming events in the Lucky Voice bars that we think might be of interest to you. If you no longer consent to receive marketing information from us, you may opt out any time by either clicking ‘Unsubscribe’ on the email or by emailing us at  feedback@luckyvoice.com.

Your rights

You have the right to ask us not to process your personal data for direct marketing purposes. We will inform you (before collecting your data) and will collect your consent in accordance with current legislation if we intend to use your data for such purposes or if we intend to disclose your information to any third party for such purposes. You can exercise your right to prevent such processing by leaving certain boxes on the forms we use to collect your data unchecked. You can also exercise the right at any time by contacting us at feedback@luckyvoice.com

You have the right to request a copy of the information that we hold about you. If you would like a copy of the personal information that we hold about you, please email  legal@luckyvoice.com or write to us at the following address: Lucky Voice Group Limited, 27-28 Eastcastle Street, London, W1W 8DH. Please note we may ask you to provide further information to confirm your identity before processing the request. You are able to request this information free of charge and will receive your copy no later than one month after we receive your request and any necessary identity checks have been completed.

You have the right to request that we delete the personal data that we hold about you. Please note that we have the right to retain any personal data that we have a requirement by law to keep. Please also note that erasure of your personal data will also delete any previous transactions that you have made with us, so we will be unable to offer refunds on any transactions that have been deleted. We may ask you to provide further information to confirm your identity before processing the request. If you would like the personal data that we hold about you to be deleted, please email  legal@luckyvoice.com or write to us at the following address: Lucky Voice Group Limited, 27-28 Eastcastle Street, London, W1W 8DH. You are able to request this service free of charge and your information will be deleted no later than one month after we receive your request and any necessary identity checks have been completed.

We want to make sure that your personal information is accurate and up to date. You may ask us to correct or remove information you think is inaccurate by contacting  legal@luckyvoice.com or by editing your personal details on https://www.luckyvoicekaraoke.com/account/settings if you have signed up to a Lucky Voice Karaoke account. We may ask you to provide further information to confirm your identity before processing the request. You are able to request this free of charge and we will fulfil this request no later than one month after we receive your request and any necessary identity checks have been completed.

You can find out more information on what other rights you have under GDPR regarding your data here. For any other requests regarding your rights under GDPR, please contact  legal@luckyvoice.com or write to us at the following address: Lucky Voice Group Limited, 27-28 Eastcastle Street, London, W1W 8DH. Alternatively, you can contact us through any of our contactable channels regarding data requests.

Please be aware if any requests to exercise any of these rights that you submit are deemed manifestly unfounded or excessive, we reserve the right to make a reasonable charge for complying with the request, or to decline your request.

Our site may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

Changes to our privacy policy

we keep our privacy policy under regular review.

Any changes we may make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by e-mail.

Our privacy policy was last updated on 18 September 2019.

Questions, comments and requests regarding this privacy policy and GDPR are welcomed and should be addressed to legal@luckyvoice.com.

Our registered office is at 27-28 Eastcastle Street, London, W1W 8DH. You can also contact us on 0207439 3660.

Important note: If you feel we have not processed your data in accordance with the Principles and Rights of the individual under GDPR you may also lodge a complaint with the Information Commissioners Office.