TICKET AND PACKAGE REFUND PROGRAMME

AS AT 18.11.24

TERMS AND CONDITIONS

This document contains the details of the benefits offered by VIP Matchdays Limited and the Terms and Conditions relating to their Ticket and Package Refund Programme.

WHAT WILL WE REFUND

We will refund You the unused cost of Your Ticket or Package Price that cannot be recovered from anywhere else if the Ticket or Package Holder suffers an Inability to Attend the whole of the Event because of any of the following circumstances, that are neither expected nor intended by You or the Ticket or Package Holder and are outside Your and the Ticket or Package Holder’s control:

  1. Identifiable physical bodily injury to or sickness of a Ticket or Package Holder or a member of their Immediate Family caused by a sudden, unexpected, unusual, specific external event that that occurs at an identifiable time and place between the time that the Ticket or Package Price is paid by You to Us and the day of the Event which does not allow the Ticket or Package Holder to attend or participate in the Event and which is further confirmed by a licenced Physician or Doctor in writing;
  2. the death within 30 days prior to the Event of a Ticket or Package Holder or a member of their Immediate Family which results in the Ticket or Package Holder being unable to attend or participate in the Event and which is supported by a death certificate;
  3. Pre-Existing physical, psychological or medical condition, sickness, disorder or known pre-existing injury of a Ticket or Package Holder or a member of their Immediate Family that they were aware of at the time the Ticket or Package Price was paid by You to Us that would not normally preclude the Ticket or Package Holder from attending or participating in the Event and which is further confirmed by a licenced Physician or Doctor in writing;
  4. pregnancy complication of the Ticket or Package Holder which the Ticket or Package Holder was unaware of at the time that the Ticket or Package Price is paid by You to Us and which results in the Ticket or Package Holder being unable to attend or participate in the Event and which is further confirmed by a licenced Physician or Doctor in writing;
  5. birth of a child of the Ticket or Package Holder occurring in the 7 days prior to the Event;
  6. where the Ticket or Package Holder is the victim of an indictable criminal assault within 10 days of the Event and which results in the Ticket or Package Holder being unable to attend or participate in the Event;
  7. the unexpected disruption, or failure of the common carrier , excluding any disruption or failure due to strikes, used for transportation by the Ticket or Package Holder and which the Ticket or Package Holder could not have reasonably known about before the Ticket or Package Price was paid by You to Us and which results in the Ticket or Package Holder being unable to attend or participate in the Event or, if another means of public transport is available to the Ticket or Package Holder, and this takes at least an additional 30 minutes of transportation time to travel to the Event;
  8. the cancellation, rescheduling or delay of airline flight(s), excluding strikes, which results in the Ticket or Package Holder being unable to attend or participate in the Event and which the Ticket or Package Holder was unaware of at the time the Ticket or Package Price was paid by You to Us;
  9. in the 48 hours prior to the commencement time of the Event the vehicle taking the Ticket or Package Holder to the Event suffering unexpected mechanical breakdown (excluding running out of fuel or electric charge), accident, fire or theft requiring the assistance of a repair organisation and which results in the Ticket or Package Holder being unable to attend or participate in the Event;
  10. a summons being received by the Ticket or Package Holder to attend court as a juror which results in the Ticket or Package Holder being unable to attend or participate in the Event and which the Ticket or Package Holder was unaware of at the time the Ticket or Package Price was paid by You to Us;
  11. a summons for the Ticket or Package Holder to appear as a witness in court proceedings which results in the Ticket or Package Holder being unable to attend or participate in the Event and which the Ticket or Package Holder was unaware of at the time the Ticket or Package Price was paid by You to Us;
  12. a requirement for the Ticket or Package Holder or a member of their Immediate Family to re-sit an examination to take place on the date of the Event which results in the Ticket or Package Holder being unable to attend or participate in the Event provided the Ticket or Package Holder or the member of their Immediate Family was unaware of either the failure of the original examination and/or the date of the resit at the time the Ticket or Package Price was paid by You to Us;
  13. the unforeseen change of date of an examination for a course the Ticket or Package Holder was registered on at the time the Ticket or Package Price was paid by You to Us and which results in the Ticket or Package Holder being unable to attend or participate in the Event;
  14. a burglary, fire, malicious damage or flood at the residence or the business premises or agricultural holding owned, leased, licenced or occupied by the Ticket or Package Holder which requires the Ticket or Package Holder to be present at the residence or premises to perform necessary protective steps and which results in the Ticket or Package Holder being unable to attend or participate in the Event;
  15. if the Ticket or Package Holder is a member of the Armed Forces, Reserve Armed Forces or Emergency Services and is recalled or summoned to work, posted overseas or is required to be on duty on the date of the Event which was unknown to the Ticket or Package Holder at the time that the Ticket or Package Price was paid by You to Us and which results in the Ticket or Package Holder being unable to attend or participate in the Event;
  16. a requirement imposed on the Ticket or Package Holder by their employer to move address, remain at their office, undertake a business trip or attend or travel to a business appointment with a supplier, contractor or customer which was unknown to the Ticket or Package Holder at the time that the Ticket or Package Price was paid by You to Us and which results in the Ticket or Package Holder being unable to attend or participate in the Event. The move of address may be temporary or permanent provided the new address is more than 100 miles from the Ticket or Package Holder’s primary residence and provided the business trip or travel is more than 100 miles from the Event;
  17. where a government or local authority has issued a warning not to travel due to adverse weather which prevents the Ticket or Package Holder attending or reaching the Event, provided the venue at which the Event is to take place remains open;
  18. if the Ticket or Package Holder is unexpectedly made compulsorily redundant by their employer through no fault of the Ticket or Package Holder which was unknown to the Ticket or Package Holder or You at the time that the Ticket or Package Price was paid by You to Us and which results in the Ticket or Package Holder being unable to attend or participate in the Event;
  19. the theft of the Ticket or Package Holder’s identity papers (identity card or passport) occurring in the month before the Event date and which results in the Ticket or Package Holder being unable to attend or participate in the Event provided the theft is reported to the competent police authorities and a crime reference number is obtained;
  20. the theft of the Ticket or Package Holder’s ticket or voucher for the Event committed by break-in and/or assault and which results in the Ticket or Package Holder being unable to attend or participate in the Event, provided the theft is reported to the competent police authorities and a crime reference number is obtained.

WHEN ARE YOU ELIGIBLE FOR A REFUND

You are eligible for a refund if :-

1.1.        The reason leading to an Inability to Attend by the Ticket or Package Holder first occurred after the purchase of the Ticket or Package between Us and You has been confirmed.

1.2.        The reason leading to an Inability to Attend by the Ticket or Package Holder did not arise from any known pre-existing physical, psychological or medical condition, sickness, disorder or known pre-existing injury (as defined in paragraph 2.7 “Pre-Existing Condition” below), unless the Ticket or Package Holder received a release to attend or participate in the Event from their licenced Physician or Doctor.

1.3.        Prior to purchase of the Ticket or Package the Ticket or Package Holder and/or You knew no fact or condition which could reasonably cause or lead to an Inability to Attend the Event.

1.4.        The reason leading to an Inability to Attend by the Ticket or Package Holder is not due to a personal change in plans or the venue at which the Event is to take place closing, or the Event is cancelled, abandoned, postponed, interrupted or relocated.

Where You have purchased multiple tickets for several Ticket or Package Holders to attend the Event and one or more of the Ticket or Package Holders is prevented from attending the Event due to an Inability to Attend and one or more of the remaining Ticket or Package Holders wish to attend the Event, then you may apply for a partial refund. Details and examples of how your partial refund will be calculated can be found under the heading “APPLYING FOR YOUR RIGHT TO REFUND” below.

DEFINITIONS

2.1.        Ticket or Package Holder means the person(s) attending the Event for which the Ticket or Package Price has been paid by You to Us.

2.2.        Immediate Family means the Ticket or Package Holder’s:

  1. legal or de facto spouse;
  2. civil partner;
  3. children, step-children or the person or guardian responsible for looking after their children where the children are minors;
  4. daughter(s) and son(s) in law;
  5. grandchildren;
  6. parents, parents-in-law, step-parents;
  7. grandparents;
  8. siblings; or
  9. fiancé or fiancée.

2.3          Communicable Disease means any disease capable of being transmitted from any organism to another organism by means of any substance or agent.

2.4.        Ticket or Package Price means the refundable transaction value of monetary fees including any booking, handling and service fees that are required to be paid by You to Us for the Ticket or Package Holder to attend or participate in the Event.

2.5.        Event means the pre-booked ticket, enrolment, entrance or Package fee together with any ancillary services or facilities for which a Ticket or Package Price has been paid by You to Us.

 2.6.        Physician /Doctor means a person (other than You or the Ticket or Package Holder) who is not related to You or the Ticket or Package Holder by blood, marriage or civil partnership who is licenced to prescribe drugs and administer medical treatment (within the scope of such licence) at the location where the treatment is provided. A Physician/Doctor does not include a naturopath, an herbalist or a homeopath.

2.7.        Pre-Existing Condition means the physical impairment, defect, degenerative process, illness, sickness, disorder, injury, infirmity, medical or psychological condition of the Ticket or Package Holder or a member of the Immediate Family which existed prior to the time the Ticket or Package Price was paid by You to Us.

For the purpose of this definition a physical impairment, defect, degenerative process, illness, sickness, disorder, injury, infirmity, medical or psychological condition exists prior to the time the Ticket or Package Price was paid by You to Us, if it has been diagnosed by a Physician/Doctor prior to time the Ticket or Package Price was paid by You to Us or, in the event it has not been so diagnosed, then in the opinion of a Physician/Doctor, the Ticket or Package Holder or the member of the Immediate Family could reasonably have been expected to be aware of its existence prior to time the Ticket or Package Price was paid by You to Us.

2.8.         We/Us/Our means VIP Matchdays Limited.

2.9.        You /Your means the person(s) responsible for paying the Ticket or Package Price.

WHEN WILL WE MAKE A REFUND

  1. You are eligible for a refund of the Ticket or Package Price if:

3.1.        The reason leading to an Inability to Attend by the Ticket or Package Holder first occurred after the purchase of the Ticket or Package between Us and You has been confirmed.

3.2.        The reason leading to an Inability to Attend by the Ticket or Package Holder did not arise from any known pre-existing physical, psychological or medical condition, sickness, disorder or known pre-existing injury (as defined in paragraph 2.7 “Pre-Existing Condition” above), unless the Ticket or Package Holder received a release to attend or participate in the Event from their licenced Physician or Doctor.

3.3.        Prior to purchase of the Ticket or Package the Ticket or Package Holder and/or You knew no fact or condition which could reasonably cause or lead to an Inability to Attend the Event.

3.4.        The reason leading to an Inability to Attend by the Ticket or Package Holder is not due to a personal change in plans or the venue at which the Event is to take place, closing or the Event is cancelled, abandoned, postponed, interrupted or relocated.

 WHAT WE WILL NOT REFUND

We will not provide a refund any costs or the Ticket or Package Price  :

3.5.        if the Ticket or Package Holder suffers injury, sickness or death, that arises from any known Pre-Existing physical, psychological or medical condition, sickness, disorder or known pre-existing injury, unless the Ticket or Package Holder received a release to attend or participate in the Event from their licenced Physician or Doctor.

3.6.        if prior to the confirmed Ticket or Package purchase by You, the Ticket or Package Holder had any known fact or condition which could reasonably cause or lead to an Inability to Attend or participate in the Event.

3.7          if You and/or the Ticket or Package Holder are fearful or there is a threat of catching a Communicable Disease leading to an Inability to Attend.

3.8.        if the Ticket or Package Holder’s Inability to Attend resulted from:

3.8.1      acts committed with the intent to suffer an Inability to Attend the Event;

3.8.2.     the abuse of alcohol or drugs, medication or non-compliance with prescribed medical treatment, regime, therapy, advice or medication;

3.8.3.    intentionally self-inflicted harm;

3.8.4.    suicide or attempted suicide (whether sane or insane);

3.8.5.    cosmetic or any other elective surgery;

3.8.6.   organ harvesting surgery save if elective surgery to donate an organ to a member of the Immediate Family;

3.8.7.   mental, nervous or emotional disorders that do not require immediate hospitalization.

3.8.8.     routine pre-natal care, fertility treatments, elective abortion, pregnancy complications which occur in the 9 weeks before or after the expected date of delivery.

3.8. 9    engaging in extreme sports, including but not limited to:

(a)           skydiving, base jumping, hang gliding, or parachuting;

(b)          bungee jumping;

(c)           caving, rappelling, or spelunking;

(d)          skiing or snowboarding outside of marked trails or in an area accessed by helicopter.

(e)          climbing sports or free climbing;

(f)           personal combat or fighting sports;

(g)           racing of any motorized vehicle or motorcycle or watercraft;

(h)          free diving or scuba diving at a depth greater than 60 feet or without a dive master.

3.8.10.   a criminal or fraudulent act by You and/or the Ticket or Package Holder and/or a member of the Immediate Family.

3.8.11.   nuclear reaction, radiation, or radioactive contamination.

3.8.12.  seepage, pollution, or contamination or any biological or chemical contamination.

3.8.13.   war (declared or undeclared), acts of war or military duty or service save as provided for in o) under the heading WHAT WILL WE REFUND above.

3.8.14.   civil commotion or disorder, riot, or unrest.

3.8.15.   any act of terrorism or threat or fear thereof.

3.8.16.   a cyber incident or cyber act including, but not limited to, any action taken in controlling, preventing, suppressing, or remediating any cyber incident or act or the fear or threat of any cyber act.

3.8.17.  the financial collapse or default of any transport, tour, venue or venue provider in which the Event is to take place and/or any other service providers.

3.8.18.   the prohibition, regulation or order by any local authority or government agency save as provided for in q) under the heading WHAT WILL WE REFUND above.

3.8.19.  natural disasters including but not limited to earthquakes, floods, drought, landslides, Tsunamis, eruptions, ash clouds, wildfires, hailstorms and hurricanes.

3.8.20.   the Ticket or Package Holder making changes to personal plans, having a business or contractual obligation, or rescheduling a prior appointment save as provided for in p) under the heading WHAT WILL WE REFUND above.

3.8.21.   any expected or foreseeable events.

3.8.22.   the Ticket or Package Holder travelling to a country, region, or city for which their government has issued a travel advisory in writing prior to Ticket or Package Price being paid by You to Us.

3.8.23.   the Ticket or Package Holder travelling to a sanctioned country for any business or activity to the extent that such travel would violate any national economic or trade sanction law or regulations.

3.8.24    the Ticket or Package Holder is prevented from travelling to an Event due to an outbreak of a Communicable Disease or a local, national or international body or agency has imposed a ban on travel or imposed quarantine or restrictions or has taken any action in controlling, preventing, suppressing or in any way relating to the movement of people or animals due to a Communicable Disease.

3.9.        if the venue at which the Event is to take place closes or the Event is cancelled, abandoned, interrupted, relocated or postponed.

GENERAL REQUIREMENTS 

  1. You and the Ticket or Package Holder must make all necessary arrangements to arrive at the Event on time.
  2. You and the Ticket or Package Holder must not be aware of any material fact, matter or circumstance, at the time of purchase of the Ticket or Package which may give rise to a refund request.
  3. You must take all reasonable precautions to prevent or reduce any request for a refund.
  4. unless We agree otherwise:
    1. the language of this document and all communications relating to it will be English; and
    2. all aspects of the contract, including negotiation and performance, are subject to the laws of England and Wales and the decisions of the courts of England and Wales.

APPLYING FOR YOUR RIGHT TO REFUND

4.1.        In the event of a reason leading to the Ticket or Package Holder Inability to Attend or participate in an Event You are responsible for reporting the event within 45 days of the date of the Inability to Attend by following the instructions as set out in the Ticket or Package Confirmation Form emailed to you upon completion of Ticket or Package purchase (or also available under our Ticket or Package sales platform) and completing the refund request details.

4.2.         You must:

  1. Follow the instructions and provide information as requested by EOS Claims LLP;
  2. Authorize Us or our authorized representative(s) or agent(s) to obtain documentation, records and other information as needed;
  3. Agree to the independent medical examination of the Ticket or Package Holder or member of the Immediate Family if required by Us or our authorized representative(s) or agent(s);
  4. Co-operate with Us or our authorized representative(s) or agent(s) in the investigation, defence or settlement of the Ticket or Package; and
  5. Assist Us or our authorized representative(s) or agent(s), upon our request, in the enforcement of any right or remedy against any person or entity which may be liable to You for the Ticket or Package Holder’s Inability to Attend or participate in the Event.

4.3.        You will not, except at your own cost, voluntarily make a payment, assume any obligation, agree to a settlement, or incur any expense related to the refund of the Ticket or Package without Our consent. We will contribute £50 towards a Physician’s/Doctor’s report obtained by You in support of a valid Right to Refund claim.

4.4          Refund of Ticket or Packages will be calculated in accordance with these Terms and Conditions.

EXAMPLE OF CALCULATION OF ENTIRE OR PARTIAL REFUND OF TICKET OR PACKAGE 

EXAMPLE 1 – ENTIRE REFUND –  ONE OF THE TICKET OR PACKAGE HOLDERS IS ILL AND THE ENTIRE REMAINING TICKET OR PACKAGE HOLDERS  ALSO DECIDE NOT TO ATTEND THE EVENT.

You have booked event tickets for a party of 4 Ticket or Package Holders at a cost of £1,000.

One of the Ticket or Package Holders falls ill as certified by a Doctor and is unable to attend the event and the rest of the Ticket or Package Holders (3) no longer want to attend the event. You will be refunded £1,000.

EXAMPLE 2 – PARTIAL REFUND – ONE OF THE TICKET OR PACKAGE HOLDERS IS ILL AND CANCELS BUT THE REST OF THE TICKET OR PACKAGE HOLDERS STILL ATTEND THE EVENT.

You have booked event ticket for a party of 4 Ticket or Package Holders at a cost of  £1,000.

One of the Ticket or Package Holders falls ill as certified by a Doctor and is unable to attend the event. The rest of the Ticket or Package Holders (3) still attend the event. You will be refunded £250.