Privacy Policy

We process personal data to provide the best possible service to our visitors and clients, and we handle this data with care. This privacy statement explains how we handle personal data.

a. Controller
The organization responsible for processing your personal data is Stichting Tramhuis, located at Parkstraat 4, 3016 BD Rotterdam, registered with the Chamber of Commerce under number 92856330.

b. Processed personal data and purposes
When you visit our location(s), participate in an event, purchase through the ticket shop or webshop, register for the newsletter, or contact us in any other way, we may process the following personal data:

  • Identification data: name, salutation, date of birth, address, city, country.
  • Contact details: telephone number, email address.
  • Order information, including your name, billing address, delivery address, payment confirmation, email address, and telephone number.
  • Account information, including your username, password, security questions, and other information used for account security.
  • Payment details: bank account number, credit card payments.
  • Interest data: visit history, interests, ownership of a Museum Card or discount passes.
  • Online data: IP address, marketing opt-in.
  • Other data: contact history, appointments, comments about the nature of the relationship.


We may receive information about you from third parties, such as:

  • Companies that support our website and services (e.g. Shopify).
  • Payment processors who process your payment information to fulfill orders.


This data is processed for the following purposes:

  • Processing ticket or webshop orders, reservations, and other (online) activities.
  • Communication about your visit, reservation or other activities.
  • Security purposes, including camera surveillance.
  • Providing services in the desired language.
  • Providing information about our activities via email and social media.
  • Invitations to events.
  • Answering questions and handling complaints.
  • Analysis and improvement of our services and communications (anonymized where possible).


The processing of personal data takes place on the basis of:

  • Consent: for example for the newsletter, cookies or publication of images.
  • Agreement: for the execution of a purchase or reservation.
  • Legal obligation: for example, tax retention of payment data.
  • Legitimate interest: such as camera security and website analytics.


c. Specific processingVisit to our location(s)

  • CCTV: Footage is used solely for security purposes and may be requested by authorities. More information is available in our CCTV protocol .
  • Free Wi-Fi: When using our network, the device's MAC address may be visible, but this data is not stored or shared.
  • Photo and video material: Imagery may be used for atmospheric impressions or reporting. This falls under the journalistic exception as described in the GDPR. Prior permission must be obtained for commercial use.

Website visits, online services and marketing
We keep visitors and contacts who have provided us with their email address and given permission, or who have not objected to receiving our communications, informed about our organization, for example, by email or social media. We also utilize targeted advertising options offered by social media platforms, such as LinkedIn and Meta Custom Audiences. This allows us to spend our advertising budget more efficiently.

Our websites and apps use cookies and other technologies to improve the user experience and ensure functionality. We distinguish between functional cookies, which are necessary for online ticket sales, for example, cookies for analytical purposes, and marketing cookies. When you first visit our website, a cookie banner is displayed where you can indicate your preferences. Detailed information about the cookies used is available in this banner, and your settings can be changed at any time. Specific information about the cookies we use in relation to supporting our Shopify store can be found at https://www.shopify.com/legal/cookies .

Using our app
We offer various walking routes through Rotterdam through our app. Our app uses GPS tracking. When you're in the correct zone, the audio starts. You give permission for this when installing the app. We use this information for aggregated analysis of usage, such as the average time someone takes to complete a route, which audio is listened to, and which locations a visitor visits. This allows us to optimize our routes.

Ticket sales, reservations and rentals
When purchasing tickets or booking an activity, personal data is processed to process the request. The same data set as mentioned under point b is used for this purpose. Adults can purchase a child ticket. This data is processed solely to provide the requested service.

Relationships, friends and donors
Personal data of press relations, suppliers, friends, donors, and other contacts are processed for communication and administrative purposes. The same data set as mentioned under point b is used for this purpose.

Interest profiles
Based on interactions and data provided, we can create interest profiles. This allows us to improve our services and communications and provide more relevant information and offers.

d. Retention periods
Personal data will not be retained longer than necessary for the purposes for which it was collected, taking into account statutory retention periods. Camera footage will be retained for a maximum of four weeks, unless it is needed for an investigation. Data for which consent has been given will be retained until it is withdrawn.

e. Your rights
You have the right to access, correct, and delete your personal data. You can also object to processing, request a restriction of processing, or request data portability. Consent can be withdrawn at any time. You can exercise these rights by contacting us using the information below.

f. Security of personal data
We implement physical, technical, and organizational measures to protect personal data. Data entered online is encrypted when transmitted. Data processing generally takes place within the European Union or under appropriate safeguards for transfers outside the EU.