Privacy policy

1. Who we are

This Policy explains how TICKGO SOLUÇÕES LTDA, registered under CNPJ (Brazilian company tax ID) No. 69.139.370/0001-00, headquartered at SGAS 915, Bloco D, Sala 103, Nº 487, Brasília/DF, Brazil ("TickGo"), processes personal data on the TickGo platform and in TickGo Sign.

General contact: contato [arroba] tickgo.com.br. Data Protection Officer (DPO): dpo [arroba] tickgo.com.br.

2. Who this Policy applies to

It applies to this website, to the web dashboard used by client organizations, to the mobile accreditation app and to the platform’s public pages (event registration, document signing and verification, staff sign-up and surveys).

It applies to website visitors, users of client organizations, event participants, document signers and teams hired for events.

3. Processing roles

• TickGo is the controller of the data of people who visit the website or talk to our sales team and of the account data of client organizations and their users (registration, access, billing).
• TickGo is the processor of the data of participants, signers and teams of each event. In these cases, the client organization (the event organizer or the company sending the document for signature) is the controller and decides how and for what purposes the data is used; TickGo processes this data on its behalf and according to its instructions.
• In WhatsApp and email messages sent to participants, the organizer is the controller. TickGo acts as processor, including when our support team sends them at the client’s request.

If you are a participant, signer or team member and want to know how the organization uses your data, please also consult its own privacy policy.

4. Data we process

Website and sales contact

• The data you send us when you talk to us, such as name, phone (WhatsApp), email and information about your operation.
• Technical browsing data, such as IP address and browser type, recorded by the hosting infrastructure for security and for the site to work.

Web dashboard (users of organizations)

• Name, email, phone, access role and the city the user is linked to, when applicable.
• Access credentials. The password is stored by the authentication provider in a protected form, never in plain text.
• Access and audit logs: which actions were taken, by whom and when.

Event participants

• Identification and contact: name, document (CPF or passport), email and phone.
• Registration data requested by the organizer, such as date of birth, gender, city, state, nationality and address and, in sports races, bib number, category, shirt size and team.
• Tickets, orders and coupons; presence on guest lists; accreditation, kit pickup, entry and exit records.
• Answers to the organizer’s forms, documents and surveys and, when the event requires it, the health declaration.

Mobile app (operations team)

• Event session token, stored on the device.
• Camera images, used to read QR codes and for facial recognition at accreditation and access.
• Participant accreditation data shown to the operator during the operation.
• Push notification token.
• The device’s own biometrics (Face ID or fingerprint) only unlock the saved session and never leave the device; TickGo has no access to them.

Event staff

• Name, document and contact, provided by the organization when inviting the professional.
• Photo of the document and selfie, used for identity verification, and facial biometrics, used to record time and attendance (entry and exit) at the event.
• Time records and the area where the professional worked.

5. Biometric data

Facial biometrics are sensitive personal data (article 5, II, of the LGPD). They are only enrolled with the data subject’s specific and prominent consent, who may refuse. The decision, to accept or to refuse, is recorded with date, IP and approximate location. Those who refuse can still be served, with a photo ID check by the event team.

The photo taken at biometric enrollment is not stored. The facial recognition service stores only a mathematical model of the face, which does not allow the image to be reconstructed. Participants’ faces and staff faces are kept in separate databases.

At accreditation, entry or exit, a photo of the moment of the operation may be recorded. These photos are kept in a private area and are automatically deleted after 90 days. The organizer may adjust this period for its operation.

Biometrics are used exclusively to identify the person at the stages of the event to which they consented. Consent can be revoked at any time through the channels in the Your rights section.

6. Document verification

When the organizer requires identity validation, the photo of the document (ID card, driver’s license or passport) is read automatically by a service processed in Brazil and the face on the document is compared with the selfie.

If the verification is approved automatically, the document photo is not stored. If it needs manual review, it stays in a private area only until the team decides and is deleted afterwards. As a record, we keep the name read from the document, the document type and the comparison result.

7. TickGo Sign and document signing

To sign a document, the signer confirms their name and document and enters a one-time code sent by email. We store, as evidence of the signature:

• name, document and email confirmed by the signer;
• IP address, approximate location and device and browser information;
• the device’s position (GPS), only when the signer allows it;
• the date and time of each step: opening the link, sending and confirming the code, and signing;
• the hash of the original document, which makes it possible to prove it was not altered.

The confirmation code is never stored in plain text, only as a hash, and expires within a few minutes. The original and the signed document are kept in a private area. When everyone has signed, the final document, with a certificate page for each signer showing the evidence recorded for their signature, is emailed to all signers and to whoever sent it.

Anyone with the document’s link or QR code can check its authenticity on a public verification page.

8. TickGo Sign free sign-up

Whoever creates a free TickGo Sign account through the online sign-up provides TickGo, which is the controller of this data, with:

• name (the name entered at sign-up, for an individual or a company, names the organization in the dashboard and originates the account address), email and access password (the password is stored by the authentication provider in a protected form);
• whether they are an individual or a company, and CPF, for individuals, or CNPJ, for companies, with the company name stored separately (if not provided, it repeats the name);
• phone;
• acceptance of the Terms of Use, with the date and version accepted;
• the record of the email verification code, with the email and IP address of whoever requested the code. This record is removed by an hourly automatic cleanup after about 24 hours.

The email is confirmed by a 6-digit code, valid for 10 minutes and allowing up to 5 attempts; it is only stored as a hash. To limit abuse, TickGo counts code requests by IP and by email; in these counters, the IP and email are stored only as a keyed hash and removed after about 24 hours. We also record product usage events (such as account creation and clicking "Talk to TickGo"), linked to the account; the properties of these events contain no personal data.

We use this data to create and maintain the account, verify the email, enforce the rule of one free account per CPF or CNPJ and prevent abuse and fraud, control use of the free plan, contact you about the plan and its expansion, and identify the organization on signed documents. The legal basis is performance of a contract (the account you asked for) and TickGo’s legitimate interest in preventing fraud and abuse.

TickGo does not check the CPF or CNPJ provided against an external database. For that reason, someone could register a CPF or CNPJ that is not theirs. If this happened to you, write to dpo [arroba] tickgo.com.br: TickGo will review the case and may correct or close the account.

Account data is kept while the account is active and may be deleted on request, through the channel indicated in the Account and data deletion section, except for what the law requires to be kept or what is needed to prove a signature.

9. Card validation and subscriptions in TickGo Sign

In TickGo Sign, card validation on the free plan and payment for paid plans are processed by Stripe, which acts as payment processor on behalf of TickGo.

• Validation on the free plan: when required, the card is registered on Stripe’s secure page and nothing is charged. TickGo stores only the identifier at Stripe, the brand, the last 4 digits, the expiry, the card type and the fingerprint (to prevent the same card from being used on more than one active TickGo Sign account). Prepaid cards are not accepted.
• Purchase of packages and subscriptions: when subscribing to a paid package, the recurring payment (monthly or annual) is processed by Stripe. TickGo stores the subscription information (identifier, status, package contracted and renewal date). The full card number and the security code (CVV) never pass through TickGo’s servers and are not stored by it.
• Billing area (customer portal): changing the card and viewing receipts are done on a page hosted by Stripe itself, without sensitive payment data passing through TickGo’s servers. Cancelling (and reactivating) the renewal is requested in the TickGo dashboard, which sends the request to Stripe and stores only whether the renewal is active or the subscription ends at the end of the paid period.
• Event records: we record usage events (card validated or declined, plan purchase), linked to the account and with no personal data in the properties.

The legal basis is performance of a contract and TickGo’s legitimate interest in preventing fraud and abuse. Subscription data and card identifiers are kept while the account exists and may be deleted on request, through the channel indicated in the Account and data deletion section, subject to compliance with legal obligations.

10. Communication by email and WhatsApp

The platform sends transactional emails, such as access codes, invitations, confirmations and signed documents.

Organizers may send WhatsApp messages to participants through the WhatsApp Business Platform, operated by Meta. Promotional messages require the participant’s authorization. To stop receiving them, simply reply PARAR, SAIR, STOP or CANCELAR; the request is recorded and future messages from that organizer are blocked. Send and delivery records are kept for as long as needed for the operation.

11. Payments

Ticket payments are processed by partner payment gateways, such as PagBank. Card data is encrypted in the browser itself and processed by the gateway; TickGo does not store the card number. We keep the record of the order, the tickets issued and any chargebacks.

TickGo Sign subscriptions and paid packages are processed by Stripe. Card data is transmitted and stored securely directly by Stripe’s infrastructure; TickGo does not store the full card number or the security code (CVV). We keep only the subscription identifier, validity dates and plan history.

12. Purposes and legal bases

• Providing the service contracted by the client and running its events and documents: performance of a contract and, when TickGo is the processor, the controller’s instructions.
• Identifying participants and teams by biometrics: the data subject’s consent.
• Sending promotional communications: the data subject’s consent, collected by the organizer.
• Keeping access and audit records and signature evidence, and preventing fraud: compliance with a legal obligation, regular exercise of rights and legitimate interest.
• Responding to those who contact us and improving the platform with aggregated data: legitimate interest.

13. Sharing and sub-processors

TickGo does not sell personal data. To operate the platform, we rely on suppliers that process data on our behalf:

• Supabase: database, file storage and authentication;
• Vercel: hosting of the website and dashboard;
• Amazon Web Services (AWS): facial recognition;
• Microsoft Azure: automatic document reading, in a region in Brazil;
• Resend: email delivery;
• Meta: message delivery via WhatsApp;
• PagBank: payment processing;
• Stripe: payment processing, card validation and management of TickGo Sign subscriptions;
• ClickSign: signing of the health declaration, when the organizer chooses this provider;
• RACE RESULT: import of timing results from sports races, when the organizer uses this system.

Data may also be shared with authorities where there is a legal obligation or a court order.

14. International transfer

Some of these suppliers may process data outside Brazil. In these cases, the transfer follows article 33 of the LGPD, with suppliers that offer data protection safeguards compatible with the law.

15. Retention

• App session token: until logout or until access to the event expires.
• Operation photos: 90 days, or the period defined by the organizer.
• Document photo under review: until the review decision.
• Access and signature codes: a few minutes.
• Account and participant data: for as long as the contract with the organization lasts, or for the period required by law.
• TickGo Sign free account data: while the account is active, until deletion requested by the holder.
• Validated card data (brand, last 4 digits, expiry, type and fingerprint): while the account exists, including replaced cards (kept as removed).
• Sign-up verification code record (email and IP) and attempt counters (IP and email as keyed hash): about 24 hours.
• Signature evidence and signed documents: for as long as needed to prove the signature and exercise rights.

16. Security

• Communication always encrypted (HTTPS).
• Each organization’s data isolated from other organizations’ data, with role-based access control.
• Sensitive files (photos, documents, signed PDFs) in private storage, delivered only through temporary links.
• Passwords and codes never stored in plain text, with an attempt limit.
• Secure storage on the device (Keystore/Keychain) for the app session.
• Audit log of actions taken in the dashboard.

17. Cookies

We only use essential cookies, which keep the session of those who log in to the dashboard, and the browser’s local storage for usage preferences. We do not use advertising cookies or third-party tracking tools.

18. App permissions

The app asks for access to the camera (QR code and facial recognition), to the device’s biometrics (session unlock), to the internet and to notifications. Each permission can be revoked in the device settings, which may limit some functions.

19. Your rights

Under article 18 of the LGPD, you may confirm whether we process your data, access it, correct it, request anonymization, blocking or deletion, portability, information about sharing, and revoke consents.

If you are a participant, signer or team member, the best course is to speak with the organization responsible for the event or the document, which is the controller. You may also write to dpo [arroba] tickgo.com.br, and we will forward the request to the organization and support the response.

20. Account and data deletion

Deletion of the account and data may be requested through the same channels. We delete or anonymize the data, except what the law requires to be kept or what is needed to prove a signature or exercise rights.

21. Minors

The dashboard and the app are for professional use. When an event involves minors, it is up to the organizer to obtain the consent of a parent or legal guardian; the platform allows collecting this signed authorization.

22. Changes

This Policy may be updated. The date of the last update is at the top of the page and, for relevant changes, we will notify clients with reasonable advance notice.