Fans First Tickets Account

Privacy Policy

Effective Date: [DATE]  ·  Last Updated: [DATE]

Note to reviewer: Bracketed placeholders [DATE] and [EMAIL] must be filled in before publishing. Update the contact form section (Section 4) once Gravity Forms and Monday.com integration are live.

1. About This Policy

This Privacy Policy describes how Fans First Entertainment, LLC (“Fans First,” “we,” “us,” or “our”) collects, uses, and shares information when you visit the Banana Ball Help Center at help.bananaball.com (the “Help Center” or “Site”).

The Help Center is a knowledge base and fan support resource. It does not process ticket purchases, create fan accounts, or store payment information. Ticketing and account services are provided separately through Fans First Tickets at gobananas.fansfirsttickets.com, which has its own privacy policy.

By using the Help Center, you agree to the collection and use of information as described in this policy.

2. Information We Collect

2.1 Information you provide directly

We collect information you choose to submit when you use the Help Center:

  • Contact form submissions: your name, email address, and the content of your message or support request when you contact us through the Help Center contact form.
  • Search queries: search terms you enter in the Help Center search bar to find articles.

We do not collect payment information, ticket account credentials, or government-issued identification through the Help Center.

2.2 Information collected automatically

When you visit the Help Center, certain information is collected automatically:

  • Usage and analytics data: pages viewed, time spent on pages, links clicked, search terms entered, and article ratings (helpful/not helpful).
  • Device and browser information: browser type and version, operating system, screen resolution, and device type.
  • Log data: your IP address, referring URL, and the date and time of your visit, collected automatically by our web server and hosting provider.
  • Cookies and similar technologies: small data files placed on your device. See Section 5 for details.

2.3 Information we do not collect

The Help Center does not require you to create an account or log in, collect or store payment information, collect government-issued ID, or knowingly collect information from children under 13.

3. How We Use Your Information

We use the information we collect to:

  • Respond to your support requests and contact form submissions
  • Operate, maintain, and improve the Help Center and its content
  • Understand which help articles are most used and where content gaps exist
  • Analyze search queries to identify topics not yet covered in the Help Center
  • Measure article usefulness through fan feedback ratings
  • Detect and address technical errors or security issues
  • Comply with applicable legal obligations

We do not sell your personal information to third parties. We do not use your information for targeted advertising or cross-site behavioral tracking.

4. Third-Party Tools and Service Providers

The Help Center uses the following third-party tools. Each processes data according to its own privacy policy.

Heroic KB (HeroThemes)

The Help Center is built on the Heroic KB knowledge base plugin by HeroThemes. Heroic KB processes search queries and article interaction data (views, ratings) to support Help Center functionality. HeroThemes Privacy Policy

WordPress and Pressable Hosting

The Help Center is built on WordPress and hosted on Pressable, an Automattic company. Automattic processes server log data including IP addresses as part of operating the hosting infrastructure. Automattic Privacy Policy

Jetpack (Automattic)

The Help Center uses Jetpack, which may collect site statistics including page views and visitor counts. Jetpack Privacy Policy

Google Fonts

The Help Center loads fonts from Google Fonts, which causes your browser to make a request to Google’s servers. This may transmit your IP address to Google. Google Privacy Policy

Contact Form

Support requests submitted through the Help Center contact form are processed using Gravity Forms. Submission data including your name, email address, and message is routed to our support system. [Update this section with the CRM/Monday.com integration details before publishing.]

5. Cookies and Tracking Technologies

Strictly necessary cookies

These cookies are required for the Site to function and cannot be disabled. They include WordPress session cookies and security tokens that protect form submissions from automated abuse.

Analytics cookies

The Help Center uses Jetpack site statistics, which sets analytics cookies to understand how visitors use the Site. This data is aggregated and not linked to an identifiable individual.

Managing cookies

You can control cookies through your browser settings. Most browsers allow you to refuse new cookies, delete existing cookies, or notify you when a cookie is set. Disabling strictly necessary cookies may prevent parts of the Site from functioning correctly.

6. How We Share Your Information

  • Service providers: We share information with third-party vendors listed in Section 4 who help us operate the Help Center. These vendors are contractually required to use your data only to provide services to us.
  • Legal requirements: We may disclose information if required by law, court order, or governmental authority, or to protect the rights, property, or safety of Fans First Entertainment, our fans, or the public.
  • Business transfers: If Fans First Entertainment is involved in a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction.

We do not sell, rent, or trade your personal information to third parties for their own marketing purposes.

7. Data Retention

  • Contact form submissions are retained in our support system for up to [24] months and then deleted or anonymized.
  • Analytics data (page views, search queries) is retained in aggregated form for Help Center improvement purposes.
  • Server log data including IP addresses is retained for up to 90 days by our hosting provider, after which it is automatically deleted.
  • Session cookies are deleted when you close your browser; analytics cookies may persist for up to 13 months.

8. Security

We implement reasonable technical and organizational measures to protect your information against unauthorized access, loss, or misuse. The Help Center is served over HTTPS (encrypted connections). However, no method of transmission over the Internet is 100% secure, and we cannot guarantee absolute security.

The Help Center contains links to external websites, including Fans First Tickets, bananaball.com, and other Banana Ball team sites. These external sites are governed by their own privacy policies. We encourage you to review the privacy policy of any site you visit.

10. Your Privacy Rights

California residents (CCPA/CPRA)

If you are a California resident, you have the right to know what personal information we collect and how we use it, request deletion of your personal information, request correction of inaccurate information, opt out of the sale or sharing of personal information (we do not sell or share your data), and to non-discrimination for exercising your rights.

To exercise your California privacy rights, contact us using the information in Section 11. We will respond within 45 days.

Virginia, Colorado, Connecticut, and other US state residents

Residents of states with comprehensive consumer privacy laws (including Virginia VCDPA, Colorado CPA, and Connecticut CTDPA) have similar rights to access, correct, delete, and port their personal data. Contact us using the information in Section 11 to make a request.

All users

Regardless of your location, you may request a copy of personal information we hold about you, request correction of inaccurate information, request deletion of your contact form submissions, or opt out of analytics by adjusting your browser’s cookie settings.

11. Contact Us

For questions about this Privacy Policy or to exercise your privacy rights, contact us at:

Fans First Entertainment, LLC
Attn: Privacy
1401 E. Victory Drive
Savannah, GA 31404
Email: [[email protected] — confirm before publishing]
Phone: 912-712-2482 (Mon–Fri, 9:00 AM–5:00 PM ET)

12. Changes to This Policy

We may update this Privacy Policy from time to time. When we make material changes, we will update the Effective Date at the top of this page. Your continued use of the Help Center after any changes constitutes your acceptance of the updated policy.

Fans First Entertainment, LLC  ·  help.bananaball.com  ·  Effective Date: [DATE]