2020/21 One Hotspur Ticket and Membership Terms and Conditions
When you purchase or apply for either a Season Ticket, Match ticket or One Hotspur Membership, you: (a) certify that you have read, understood and accepted; (b) agree to be bound by and to comply with; and (c) agree to bring to the attention of others, as required below, the Ticket and Membership Terms and Conditions and Ground Regulations so please take a moment to read them thoroughly.
In these Terms and Conditions:-
“Away Ground” means, for the purpose of Away Match Tickets, such stadium as is owned, occupied or used by the relevant home football club (or, where appropriate, any neutral venue).
“Away Match” means any League Match and/or any relevant Cup Match in which the Club participates that takes place at an Away Ground, and the terms "Away League Match" and "Away Cup Match" will be construed accordingly.
"Away Match Ticket" means a printed paper ticket which allows the holder to gain entry into the Away Match stipulated on the face of the relevant ticket.
“Away Cup Match Guarantee Scheme” means the guarantee of Away Cup Match Tickets to Away Season Ticket Holders.
"Away Season Ticket" means a ticket issued by the Club for Away League Matches.
“Automatic Cup Ticket Scheme” means a system available to Season Ticket Holders where payment details are held by the Club and charged automatically for every applicable home Cup Match.
"Ballot" means the ticket allocation process which will be applied for any Matches where the Stadium capacity is reduced, by the direction of any Competent Authority (including but not limited to Football Authorities), or by a national or local government directive, to a level where it is not possible to accommodate all Season Ticket holders.
"Competent Authority" or "Competent Authorities" means any supranational, statutory national, local or municipal government body, agency, court, department, official or public or statutory person, police, or other authority in any jurisdiction having authority over the Parties (or any one of them) or having responsibility for the regulation or governance of any aspect of the performance of these Terms and Conditions (including, without limitation, each of the Football Authorities).
"Covid-19" means COVID-19, any variant of COVID-19, and any epidemic, pandemic or other infectious disease.
“the Club” means Tottenham Hotspur Football & Athletic Co. Ltd. (and all associate and subsidiary companies) and/or Tottenham Hotspur Football Club whose registered office is at Lilywhite House, 782 High Road, London, N17 0BX.
“Club App” means the official Club mobile application known as the "Spurs Official app".
“the Communication Channels” means the Club’s Official website, Official Facebook, Official Twitter, the Club App, Official Instagram, email, Match day programme, the Spurs Ticketline 0344 844 0102, and other such methods of communication the Club may introduce.
“Cup Match” means any competitive football match played at the Stadium during the Season by the Club’s men's first team in a domestic cup competition or UEFA Competition, and "Cup Matches" shall be construed accordingly.
"Deposit" means a non-refundable payment of 20% of the full Season Ticket price payable in accordance with Condition 5.1.
"Digital Ticket(s)” means a valid Season Ticket or Match ticket that is loaded onto a mobile device which allows the holder to gain entry into the Stadium.
“Football Authorities” means FIFA, UEFA, The Football Association, The Football Association Premier League and The Football League Limited as may be applicable from time to time and from Match to Match.
“Football Regulations” means each of the rules and regulations of the Football Authorities as may be applicable from time to time and from Match to Match.
“Guest Ticket Scheme” means a priority window where Members can purchase additional tickets before they are placed on general sale (subject to availability).
“Ground Regulations” means the regulations applicable to the Stadium for the time being which are on display at the Stadium and can be found at www.tottenhamhotspur.com/the-stadium/ground-regulations/.
“League Match” means any competitive football match played at the Stadium during the Season by the Club’s men's first team in the Premier League, and "League Matches" shall be construed accordingly.
“Match” means any League Match and/or Cup Match, and "Matches" shall be construed accordingly.
“Members” mean those individuals holding a One Hotspur Membership. Unless specified, it applies to all membership tiers, i.e. Season Ticket Holder and One Hotspur Membership Members.
“One Hotspur Membership” means the Club’s official membership scheme.
“Renewal Window” means such period as the Club may stipulate from time to time during which 2019/2020 One Hotspur Season Ticket Holders and Members can renew their One Hotspur Membership.
“Season” or "2020/21 Season" means the 2020/21 football season (unless otherwise specified).
“Season Ticket” means a general admission season ticket issued by the Club for League Matches being played at the Stadium.
“Season Ticket Holder” means the registered owner of the Season Ticket.
“Season Ticket Waiting List” means a waiting list for valid Members of the One Hotspur Membership scheme that have registered to be given an opportunity to purchase a Season Ticket (terms and conditions apply).
“the Stadium” means the Club’s home venue, the Tottenham Hotspur Stadium situated at High Road, Tottenham, London N17 0AP.
“Ticket Exchange Platform” is the Club’s official online resale platform.
“Ticketing Points” means the ticketing points system as set out in Condition 10.
“Ticket Share Platform” is the Club's online platform that allows general admission Season Ticket Holders the ability to transfer a ticket for their designated seat to another Member within their online network for a designated Match they are unable to attend.
“UEFA Competition” means the UEFA Champions League / the UEFA Europa League as applicable and "UEFA Competitions" shall be construed accordingly;
“Website” means the Club’s website at www.tottenhamhotspur.com.
1.1 If these Terms and Conditions are not acceptable to Members then the Member must notify the Club to request the cancellation of their Membership or, where applicable, their Season Ticket immediately.
1.2 The unauthorised sale or disposal of a Season Ticket or Match ticket may amount to a criminal offence under section 166 of the Criminal Justice and Public Order Act 1994 (as amended by the Violent Crime Reduction Act 2006), the Ticket Touting (Designation of Football Matches) Order 2007 and may also be a further criminal offence under section 2 of the Fraud Act 2006. The Club will inform the police when it becomes aware that a Season Ticket or Match ticket has been sold illegally and will press for charges to be brought against those breaking the law. If you are convicted of a ticket touting offence, or we reasonably suspect you have committed such an offence, the Club reserves the right, through its Sanctions & Banning Policy, to issue an indefinite ban and in the case of Away Matches, also remove all accrued Ticketing Points. We will notify the Premier League who may in turn notify other Premier League clubs, Football Authorities and/or the relevant law enforcement authorities. The information that we share may include your personal details, information about the offence and about ticket purchases (including payment details). We will use this to identify and prevent ticket touting offences and disorder at Matches
1.3 Members must at all times do everything within their power and control to protect and enhance the good name of the Club and not to diminish the good name of the Club in any way or through any means. Racial, homophobic or discriminatory abuse, chanting or harassment is strictly forbidden and will result in arrest and/or ejection from the Stadium. The Club reserves the right to impose an indefinite ban for any such discriminatory abuse. This applies to any form of communication with Club staff, representatives or fellow supporters. Full details can be found in the Club’s Sanctions and Banning Policy which is located on the Website at https://ask.tottenhamhotspur.com/hc/en-us/articles/360011038339.
1.4 The Club reserves the right in its absolute discretion to amend these Terms and Conditions from time to time and shall publish such changes on the Website.
1.5 The dates of all Matches being played are subject to revision and change due to television coverage and other circumstances and in this regard supporters are advised to refer to the Communication Channels. No guarantees can be given by the Club that the Match will take place at a particular time, location or on a particular date or at all. The Club reserves the right to cancel or reschedule any Match without notice. The Club will have no further liability whatsoever, including (but not limited to) any indirect or consequential loss or damage, loss of enjoyment or travel/accommodation costs.
1.6 The Club reserves the right to refuse or close membership of its One Hotspur Membership or any of its membership tiers without prior notice or reason.
1.7 The Club reserves the right to suspend or terminate individual memberships with immediate effect if it is suspected that the One Hotspur Membership and/or the benefits of that membership are being abused. The Club may also cancel any subsequent Match tickets purchased without payment of a refund of the Match ticket. Suspended Members will be granted the right to appeal. In the event of an unsuccessful appeal, written notification will be sent to the suspended Member with an explanation on the escalation procedure. In the event of a successful appeal, any subsequent and proven offence will result in an immediate ban with no right of appeal.
1.8 Anyone person who is subject to a suspension or ban from the Club also is also prohibited from purchasing tickets for Matches via the Club’s official Ticket Exchange Platform or receiving a Match ticket via the Ticket Share Platform.
1.9 The membership period is seasonal and for the 2020/21 Season will (unless the Club is advised to the contrary) run from 13 July 2020 until 31 May 2021.
1.10 The Club reserves the right to refuse admission to, or eject from, the Stadium any person who fails to comply with these Terms and Conditions or the Ground Regulations.
1.11 All persons entering the Stadium must have their own Match ticket. This is regardless of age and is required in order to comply with our Stadium Licencing conditions.
1.12 All persons entering the Stadium under the age of fourteen (14) must be accompanied by an appropriate parent or guardian.
1.13 Any persons entering the Stadium shall not offer or distribute (either free of charge or for sale by any person) within the Stadium any commercial product or goods of any nature. For the avoidance of doubt this Condition shall not prevent the lawful distribution of any text publications where both the content and the publication of such text publication: (i) is lawful; (ii) does not, in the reasonable opinion of the Club, constitute a threat to public order; or (iii) does not contain any material which, in the reasonable opinion of the Club, is obscene, discriminatory or which is liable to incite racial hatred or acts of terrorism.
2 Season Tickets and match tickets
2.1 Tickets purchased through the Club will be for Tottenham Hotspur supporters only. Please note – for seating within our accessible areas and tickets purchased to include a personal assistant/carer special conditions apply. Details will be provided to all those who purchase tickets within those areas. Full details and further information can be obtained by contacting the Club’s Access Team by email at firstname.lastname@example.org or by calling 0208 365 5161.
2.2 One Hotspur Membership, Season Tickets and Match tickets remain the property of the Club at all times.
2.3 Tickets purchased under a One Hotspur Membership or Season Ticket are strictly non-refundable and non-transferable and are only valid when used by the named Season Ticket holder or Member to whom they are registered.
2.4 One Hotspur Membership, general admission Season Tickets and Memberships must be registered to an individual supporter. These tickets cannot be registered in a company name and no one individual is permitted to have more than one general admission Season Ticket or membership registered in their name.
2.5 In the event of a Match being abandoned or postponed, tickets purchased for the original Match will remain valid for the re-arranged date. It is the responsibility of the ticket holder to ascertain the new date and kick off time of all Matches. Without prejudice to the provisions of Condition 13.4, the Club does not guarantee that a Match will take place, and if it takes place outside of the view of the public the Club will not be held liable.
2.6 Under no circumstances whatsoever is a Season Ticket Holder, Member or Match ticket holder permitted to sell any tickets to a third party, unless through the Ticket Exchange Platform outlined in Condition 4 of these Terms and Conditions. General admission Season Ticket Holders are also strictly prohibited from including their Season Tickets in any form of package, competition or promotion under any circumstances. When a Season Ticket Holder releases their seat on the Ticket Exchange Platform the Season Ticket will be de-activated in the Season Ticket Holder’s smartphone device and Club App for that specific Match once such seats have been sold.
2.7 It is the responsibility of all general admission Season Ticket Holders to ensure that every effort is made to ensure their seat is utilised for every League Match either by attending or making use of the Ticket Exchange Platform and Ticket Share Platform outlined in Condition 4. The Club reserves the right to monitor seat occupancy and/or use of the Ticket Exchange Platform and Ticket Share Platform throughout the Season and take any appropriate action to ensure full occupancy at the Stadium including, where appropriate, the cancellation of the appropriate Season Ticket or Match ticket.
2.8 It is the Season Ticket Holder’s responsibility to present their valid Season Ticket on their smartphone device at the turnstile, failing which admission to the Stadium may be refused. Members must produce a valid Match ticket, registered in their name, on their smartphone device, which will have a specific Match ticket loaded onto it. Members may be asked to provide further proof of age and or photographic identification before entry to the Stadium is granted.
2.9 If One Hotspur Membership Season Ticket holders or Members arrive at the Stadium without a functioning smartphone device to allow them entry to the Stadium, supporters may be able to obtain a replacement Match ticket from the Club’s Ticket Office on production of appropriate photographic identification. Replacement Match tickets will ONLY be issued to the named Season Ticket Holder or Member on production of identification. Under no circumstances will a replacement Match ticket be issued to another supporter.
2.10 Any Season Ticket Holder or Member who is unable to use a smartphone device to hold their ticket to access the Stadium should contact the Ticket Office to arrange an alternative ticket method. This may include issuing a Stadium Access Card containing a photograph of the registered supporter.
2.11 The Club reserves the right to request Season Ticket Holders or Members to attend the Ticket Office on the day of a Match in order for a ticket to be validated prior to entry to the Stadium should the Club deem this appropriate.
2.12 Season Tickets and Match tickets in all formats are issued subject to such further rules and regulations as the Club may make from time to time (as communicated through the Communication Channels) and additionally:
2.12.1 the Football Regulations in respect of the relevant competition; and
2.12.2 the Ground Regulations.
2.13 Without prejudice to the generality of the provisions of Condition 3.8, although the Season Ticket issued to a Season Ticket Holder is for a particular seat, the Club reserves the right in its absolute discretion to allocate the Season Ticket Holder, on a temporary basis and subject to availability, an alternative seat in another part of the Stadium in the following circumstances:
2.13.1 when any part of the Stadium is closed for repairs, maintenance or redevelopment; or
2.13.2 when it is deemed desirable by the Club or the police to re-allocate a seat in the interests of safety or crowd control;
2.13.3 when the Club is required to re-allocate seats by any of the Football Authorities;
the Club will promptly publicise any re-allocation of seats through the Communication Channels.
2.14 If Season Ticket holders, Members and/or Match ticket holders are arrested for any offence in the Stadium or in connection with any football match anywhere in the World or if they are ejected from the Stadium for any reason their Season Ticket and/or Membership will be suspended with immediate effect pending the outcome of a Club investigation.
2.15 The Club reserves the right to suspend or withdraw, where applicable, all One Hotspur Membership benefits including the Season Tickets and/or Match tickets without compensation or reimbursement if Season Ticket holders, Members and/or Match ticket holders are in breach of any of these Terms and Conditions.
3 Ticket Exchange Platform and Ticket Share Platform
3.1 Ticket Exchange and Ticket Share platforms will not be operational for any fixtures where the Stadium capacity is reduced, and it is not possible for all Season Ticket Holders to be accommodated for any reason. When the Ticket Exchange and Ticket Share platforms are in operation the conditions set out in this Condition 4 will apply.
3.2 When a Season Ticket Holder is unable to attend a Match that forms part of the Season Ticket product they will be able to either list their seat for resale via the Ticket Exchange Platform or send a ticket to another supporter who must be already registered on the Club's Member database and within the Season Ticket Holder's online network by using the Club’s Ticket Share Platform. The sale, resale or transfer of any ticket to a third party is expressly prohibited unless it is carried out via the Ticket Exchange Platform.
3.3 A general admission Season Ticket Holder is able to list their seat for resale on the Ticket Exchange Platform once the platform has been opened by the Club for a League Match.
3.4 The Club reserves the right to determine if and when the Ticket Exchange Platform will open. The Club will notify Members as to whether the Ticket Exchange Platform is open via the Communication Channels.
3.5 In the event that a general admission Season Ticket seat is sold on the Ticket Exchange Platform, the registered Season Ticket holder will receive the prevailing Match ticket price (being their Season Ticket concession rate) for the relevant Match in accordance with the Ticket Exchange Platform terms and conditions located at www.tottenhamhotspur.com/tickets/ticket-exchange/.
3.6 All tickets sold via the Ticket Exchange Platform will be sold at the Adult price level. Despite this, the Member selling a ticket on the Ticket Exchange Platform will only be credited back the amount that that Member originally paid for the ticket in question. By way of example and for illustration purposes only, a Senior Citizen (over 65) Match ticket will be sold at the Adult price level, but the Member selling that Senior Citizen ticket will only be credited back the price s/he originally paid for the Senior Citizen ticket.
3.7 The Season Ticket Holder will be able to receive the proceeds from selling their seat either by way of a monthly payment process or have the funds held in credit by the Club to be used as part payment for the following season’s Season Ticket.
3.8 The Club reserves the right in its absolute discretion to block the transfer of a ticket to a third party if that third party is not registered in accordance with Condition
4.1 and without prejudice to the generality of the foregoing to place restrictions as to whom may purchase tickets on the Ticket Exchange Platform and receive them via the Ticket Share Platform.
4 Ticketing Rights and Obligations
4.1 For the 2020/21 Season, a two-part renewal process will apply for Season Ticket Holders. A Deposit is payable no later than 7 August 2020 by all Season Ticket Holders who wish to renew for the 2020/21 Season and retain their status for subsequent seasons.
4.2 Due to Covid-19 related health issues and/or resulting restrictions imposed by a Competent Authority, we are aware that some Season Ticket holders may be unable to attend Matches for some or all of the 2020/21 Season. Following the payment of the Deposit , Season Ticket Holders will be contacted with details about how to register a request for deferral on any balance payment for the remainder of the 2020/21 Season. All such requests will be reviewed on a case by case basis and terms and conditions will apply.
4.3 As soon as the Club determine when the balance of the Season Ticket price is due it will notify all Season Ticket Holders via the Communication Channels.
4.4 In the event that supporters are not admitted to the Stadium for the entirety of the 2020/21 Season, the Deposit or any other deposit received by the Club in cleared funds will be deducted from the renewal amount due for the 2021/22 Season Ticket.
4.5 Where there are no restrictions on the Stadium capacity for the 2020/21 Season, Match tickets for League Matches at the Stadium will be available to One Hotspur Membership Members prior to any general sale. All Members will be sent full details on how to access these priority ticket sales when they join the membership scheme. All Members will be charged the prevailing Members per ticket booking fee as detailed in Condition 5.9.
4.6 For Matches where the Stadium capacity is restricted to a level where it is not possible to accommodate all Season Ticket Holders, tickets will be issued, wherever possible, via a Ballot. Season Ticket Holders will be able to apply to enter the Ballot for any such Match tickets. The Club will notify Season Ticket Holders regarding the full Ballot process and results via the Communication Channels.
4.7 Members hereby acknowledge and accept that the right to be included in the Ballot gives no guarantee that tickets will be available and issued. All rights to tickets are expressly subject to availability, the Club’s prior commitments, and, without prejudice to the foregoing, compliance with these Terms and Conditions.
4.8 As a Season Ticket Holder is, by definition, already in possession of a ticket for home Premier League matches when the Stadium is at full capacity, they are not entitled to further ticket access for these Matches until such time as the Guest Ticket Scheme is in operation.
4.9 When applicable, the Guest Ticket Scheme is a benefit of One Hotspur Membership that allows Season Ticket holders and Members to purchase an allocation of tickets for a guest (Guest Tickets) ahead of a general sale. Any tickets purchased during this “guest sale period” will be recorded against the individual Member’s record. Additionally, Members will be held responsible for: (i) the appropriate conduct of any individuals they purchase tickets for during the “guest sale period” and (ii) the responsible and legal distribution of these tickets. Guest Tickets are strictly subject to availability and are made available at the discretion of the Club.
4.10 Junior Members (aged 18 or under), Young Adult members (aged between 19-21) and Senior Citizens (aged over 65) are entitled to purchase tickets at concessionary prices in designated areas subject to availability and further subject to providing evidence of age and identity.
4.11 In respect of non-members Match tickets, duplicate tickets for lost or stolen tickets can be requested no earlier than two (2) working days prior to the Match. Duplicate tickets will only be issued on the day of the Match and only to the original purchaser of the Match ticket upon production of photographic identification. The Club at its sole discretion reserves the right to impose a reasonable non-refundable administration fee to issue a replacement Match ticket.
4.12 Duplicate tickets will not be issued if the Club has reason to suspect any incorrect or suspicious activity having occurred in regard to Season Tickets or Match tickets
5.13 In the event of a general sale of tickets to non-members, Match tickets can be purchased via the Club website www.tottenhamhotspur.com or dedicated telephone booking line 0344 844 0102. All tickets are subject to booking fees, which are strictly non-refundable:
Purchased during Members Priority Period
Purchased during General Sale Periods
Calls to 0344 numbers from a BT landline are charged at the same rate as to a local or national phone number. Charges from other networks and mobile operators may differ. Please check your provider for further details.
5 Cup Matches
5.1 The Club reserves the right to put on general sale any seats that are unclaimed by Season Ticket Holders by the closing date specified by the Club through the Communication Channels.
5.2 Season Ticket Holders are able to join the Club’s Automatic Cup Ticket Scheme. All Season Ticket Holders wishing to be part of this scheme for the 2020/21 Season are required to register full payment details to be eligible to join the Scheme irrespective of whether they have provided such details in previous seasons.
5.3 The Club reserves the right to decide when the Automatic Cup Ticket Scheme will operate and will advise Season Ticket Holders via the Communication Channels prior to the sales process commencing for each Cup Match.
5.4 When the Automatic Cup Ticket Scheme is in operation, all Season Ticket Holders registered on the Scheme must be aware of the following conditions:
5.4.1 The Club will send an email to members of the Automatic Cup Ticket Scheme when their Home Cup Matches tickets have been processed and loaded on to their ticketing account and smartphone device. However, it is the sole responsibility of the Season Ticket Holder to keep their email address registered with the Club up to date;
5.4.2 It is not possible to opt out of the scheme for a particular home Cup Match for any reason. By joining the Automatic Cup Ticket Scheme, a Season Ticket Holder is committing to purchase every home Cup Match, regardless of opponent, date, time or competition;
5.4.3 Tickets purchased through the Automatic Cup Ticket Scheme are not eligible for a refund under any circumstances;
5.4.4 It is the Season Ticket Holder’s responsibility to ensure that their registered payment details are kept up to date. The Club will attempt to contact the Season Ticket Holder by email when encountering issues with a payment card although the Club will not accept any responsibility if this email is not read, opened or is sent to an email address that is out of date or is filtered out through a spam guard. In the event that payment is declined, or the Season Ticket Holder fails to update their payment information the Club will not issue the home Cup Match ticket and the Season Ticket Holder’s seat will be offered for sale for that particular home Cup Match;
5.4.5 If a Season Ticket Holder wishes to cancel their participation in the Automatic Cup Ticket Scheme they must put their request in writing via post or email and such requests must be received by the Club no later than twenty eight (28) days prior to the first competitive League Match of the Season. Upon cancellation, five (5) points will be deducted from their Ticketing Points and it will not be possible to opt back into the Scheme for the remainder of the Season;
5.4.6 The Club will deduct funds from the registered payment information as soon as Cup Match details are confirmed. Subject to the Cup Match draw, the time of deduction may vary but will typically be between two and four weeks before the date of the Cup Match in question;
5.4.7 Once funds have been successfully obtained for the registered Season Ticket Holder’s tickets, the relevant data will be loaded on to the Season Ticket online account and smartphone device. Access to the relevant Cup Match will be gained by production of the Digital Ticket at the turnstile, subject to the terms set out in Condition 3 of these Terms and Conditions; and
5.4.8 Any Season Ticket Holder who has been relocated to an alternative seat due to any reasons set out in Condition 3.13, will be issued with a Cup Match ticket for the Cup Match(es) concerned.
6.1 For the 2020/21 Season, the Away Season Ticket will not be operational until such time as confirmation is received concerning the ability of away supporters to attend Away Matches.
6.2 The price of the Away Season Ticket will be based on the number of Away League Matches remaining on the date on which away supporters are able to attend Away League Matches, as determined by the Competent Authorities, the Club and the away club in question. In the event that the total cost is less, the appropriate credit will be refunded at the end of the Season. Likewise, if the Club requires additional payments towards the end of the Season, the registered payment details will be charged prior to sending out the Away Match tickets.
6.3 The seats allocated at the Away Match will be the best available as specified by the host club. Except in special circumstances e.g. medical reasons, it is not possible to make specific requests on where you are seated. However, you can specify on your application the details of other Away Season Ticket Holders you wish to sit with at Away Matches. Tickets will be automatically dispatched to the Away Season Ticket Holder’s registered address.
6.4 Away Season Ticket Holders are not able to apply for extra away tickets in addition to their Away Season Ticket unless the away tickets go on general sale.
6.5 In the event that the away ticket allocation at a certain Away Ground is not sufficient to accommodate all of our Away Season Ticket Holders, the tickets will be allocated based on the quantity of Ticketing Points held by the Away Season Ticket Holder Member.
6.6 Due to extreme demand for away tickets that are expected for the 2020/21 Season no new Away Season Tickets will be issued.
6.7 When an Away Match ticket allocation is received by the Club, Away Season Ticket Holders will receive priority on Away Match Tickets in the event of Away Cup Matches. Away Season Ticket Holders can opt out of the Away Cup Match Guarantee Scheme if they wish.
6.8 For the 2020/21 Season the Away Cup Match Guarantee Scheme will not apply for Away Matches in UEFA Competitions. Away Season Ticket Holders wishing to attend these possible matches must apply in the usual way for all Season Ticket Holders. Tickets will be allocated in line with the Club’s Ticketing Points system.
6.9 It is not possible to cancel the Away Season Ticket once the scheme has commenced. No refunds will be given.
6.10 When an Away Match ticket allocation is received by the Club, excluding Away Season Ticket Holders, tickets for Away Matches will be allocated in line with the Club’s Tickets Point system as set out in Condition 10.
6.11 In order to ensure the integrity of the allocation process and that the correct supporters are using the ticket(s) allocated to them, the Club reserves the right to require individual supporters to collect their Away Match Tickets at the away venue on the day of the Away Match in question. In these instances, tickets will only be released to the named supporter on production of photographic identification.
7 Season Ticket Waiting List
7.1 To be part of the Season Ticket Waiting List, you must be on the appropriate One Hotspur Membership level. Priority will be given to supporters who were on the 2019/20 Season Ticket Waiting List to maintain their position or move up the list should any supporters above them decide not to join the relevant membership.
7.2 If a supporter wishes to be adjacent to another supporter on the Season Ticket Waiting List, they must apply for the relevant level of One Hotspur Membership. If they are already on the waiting list and wish to be adjacent to each other on the 2020/21 list, the supporter closest to the top of the list will be required to move down the list to the place where the other supporter is situated. Any such requests should be submitted in writing to the One Hotspur Membership Ticketing and Membership Office.
7.3 Only one seat will be granted to each person on the Season Ticket Waiting List. Therefore, a relevant Membership must be purchased for each supporter wishing to be on the waiting list for a Season Ticket.
7.4 In the event that a Member on the Season Ticket Waiting List is offered a Season Ticket, they will have two (2) working days to decide if they wish to purchase it.
7.5 Members on the Season Ticket Waiting List will be notified of their position via the Communication Channels.
7.6 The Club reserves the right to offer Season Tickets as prizes for promotions from time to time.
8 Concession Tickets
8.1 The Club's ability to offer concession tickets (which will be subject at all times to the effects of Covid-19 on the Club and the directions of the Competent Authorities) in specific areas of the Stadium and these are available to supporters who are either under 18 or over 65 years of age on 16 August 2020. These groups will both qualify for a 50% discount on both Season Tickets and Match tickets for Matches taking place at the Stadium.
8.2 The Club offers concession tickets to Young Adult Members (aged 19-21 on 16 August 2020). These supporters will qualify for a 25% discount on Season and Match tickets in designated, specific areas of the Stadium.
8.3 The Club reserves the right to request production of photographic identification before confirming an application for concession memberships and/or Season and Match tickets.
8.4 Any Adult Members (aged 22 to 64) attempting to gain entry with a concession ticket which they are not entitled to will be subject to the Club’s Sanctions and Banning Policy. It is possible to upgrade the ticket by contacting the Ticket Office by telephone or in person and paying the difference between the concession and adult ticket price for the particular Match. If a Match has sold out to One Hotspur Membership Members only, a ticket can only be upgraded for use by another Member.
8.5 The Club will, from time to time, carry out random checks within the Stadium to ensure that people in possession of concession tickets are within the required age ranges. People found to be abusing the system may be removed from the Stadium immediately. No refunds will be offered and further action will be taken (see Condition 9.4 above).
9 Ticketing Points
9.1 Due to circumstances relating to Covid-19, the Club’s Ticketing Point Scheme is amended for the entirety of the 2020/21 Season. Ticketing Points will be awarded for renewal to One Hotspur Season Ticket Holders and Members, but no further points will be awarded for any individual Match ticket purchases for the entirety of the 2020/21 Season.
9.2 For One Hotspur Membership Season Ticket Holders and Members, the total number of Ticketing Points for the 2020/21 Season, will consist of the Ticketing Points gained in the previous five (5) full seasons, as well as the 2020/21 Season. There will be no removal of points from the 2015/16 season. For the avoidance of doubt, there will be no removal of Ticketing Points earned from the 2015/16 season onwards.
Therefore, for the start of the 2020/21 Season the points gained for continuous membership will be totalled for the following seasons:
9.3 Ticketing Points will only be awarded to Members when renewing their One Hotspur Membership Season Ticket with no additional points being awarded when attending Away Matches or Cup Matches taking place at the Stadium for the entirety of the 2020/21 Season.
9.4 When the Club receives an allocation of tickets for an Away Match, Ticketing Points will be used to allocate tickets when demand exceeds the allocation of tickets for Away Matches from the Stadium for the 2020/21 Season (e.g. Arsenal away or a Cup Final). The Club will clearly advise via the Communication Channels the number of Ticketing Points required to be able to apply for tickets to certain fixtures.
9.5 When Ticketing Points are used to allocate tickets for Away Matches, all Members must each have the required number of Ticketing Points individually, when applying for tickets in a group. Only the member of the group with sufficient Ticketing Points will qualify for a ticket. Tickets will NOT be issued based on the average number of points. If the supporter who submitted the application is unsuccessful then tickets will be sent to the registered address of a successful member of that group.
9.6 Members can check their Ticketing Points total by visiting the “My Account” page in the Ticketing section of www.tottenhamhotspur.com.
9.7 The Club reserves the right to allocate Away Match Tickets with official Club travel packages. In such circumstances, Ticketing Points may not apply.
9.8 Any queries relating to a member’s Ticketing Points MUST be raised with the Ticket Office in writing/via email. Any queries relating to points allocated for Matches prior to the season before the current campaign will not be considered.
9.9 Should a Member or Season Ticket Holder miss the date of renewal, they will be treated as a new Member with their Ticketing Points total returning to zero.
9.10 Tickets purchased outside of the Members Priority period must be assigned to individual Members at the point of sale in order for Ticketing Points to be awarded. If tickets are not assigned to individual Members at the point of sale it will not be possible to award Ticketing Points retrospectively.
9.11 Different Ticketing Point systems operate for Season Ticket Holders and One Hotspur Membership Members. In the event that a Member secures a Season Ticket, the points gained as a Member will be reset. Season Ticket Holders will always have priority on tickets over Members.
10.1 In accordance with the Ground Regulations, Members must remain in their seats while the game is in progress or when requested to do so by a steward or other Club official.
10.2 Members acknowledge that persistent standing while play is in progress can result in ejection from the Stadium and, in persistent cases, suspension of their Season Ticket or Membership and the cancellation of any future Match tickets without refund.
11 Disabled Members
11.1 This Condition 12 is subject at all times to the effects of Covid-19 on the Club and the directions of any Competent Authority and applies to you if you are a Season Ticket Holder and you are registered with the Club as a member of the Disability Access Scheme. You must bring your current Season Ticket with you to every Match. You must also bring a form of personal identification with you when attending the Stadium. If you are unable to attend a Match please notify the Access Team via email on email@example.com as soon as possible so that we can sell or donate your place to another disabled supporter, a charity or local disability organisation.
11.2 If you have been granted a personal assistant ticket as a reasonable adjustment to enable you to access the Matches more easily and the full range of matchday services we provide, your personal assistant must also bring their relevant Membership Card marked "Personal Assistant" with them to every Match. Personal assistants must not attend Matches on their own without the named supporter they are providing personal assistance for or any supporter who has not registered onto the Disability Access Scheme or made the Club aware of their access requirement.
11.3 Please note stewards and Club staff will be carrying out checks of tickets. All proven abuses of the Disability Access Scheme or the personal assistant scheme will be dealt with severely and will result in the loss of your Season Ticket and/or One Hotspur Membership. It may also result in criminal prosecution.
11.4 Contact details for the Access Team are as follows (and may be updated from time to time on the Website):
Access Team: firstname.lastname@example.org
Phone: 0208 365 5161
Opening hours are Monday – Friday between 9.30 am and 5 pm
Disability Access Officer: Oliver Riley
Disability Access Executive: Shirley Osborn
12 Exclusion of Liability
12.1 Subject to Condition 13.3, the Club expressly excludes all liability resulting from:
12.1.1 any failure or delay by the Club in carrying out any of its obligations under these Terms and Conditions which is caused by circumstances outside of the Club’s reasonable control. Such circumstances shall include, but not be limited to, weather conditions, disease, epidemics, pandemics, fire, flood, hurricane, strike, industrial dispute, war, hostilities, political unrest, riots, civil commotion, inevitable accidents, supervening legislation, compliance with law or regulation or any other circumstances amounting to force majeure;
12.1.2 the alteration of the dates and times of Matches;
12.1.3 the abandonment, postponement or cancellation of Matches; and
12.1.4 restrictions to the view of the Match caused by the actions of other spectators.
12.2 Subject to Condition 13.3, the Club shall have no liability whatsoever for any indirect or consequential loss or damage, loss of enjoyment or travel/accommodation costs.
12.3 For the avoidance of doubt, nothing in these Terms and Conditions shall exclude or limit the Club’s liability for:
12.3.1 death or personal injury caused by the Club or the Club’s employees’ negligence during the course of their employment; or
12.3.2 any other conduct for which liability may not be excluded or limited as a matter of English law.
12.4 We cannot give any guarantee that a Match will take place at a particular time or on a particular date. We reserve the right to reschedule any Match or, if so required by any of the Football Authorities, play the Match out of view of the public, without notice and without any liability whatsoever. Your Season Ticket, Match ticket or Away Match Ticket will, unless the Match is required to be played out of view of the public, or at a reduced Stadium (or away stadium) capacity, enable you to attend the re-arranged Match subject to these Terms and Conditions. The dates and kick-off times of all Matches are subject to revision and change due to broadcast coverage or other circumstances. For up-to-date information, please visit the Website.
12.5 We have no further liability whatsoever, including (but not limited to) for any indirect or consequential loss or damage including (but not limited to) loss of enjoyment or travel or accommodation costs.
12.6 We do not guarantee that the team for any particular Match will necessarily only be selected from our First team players. We may consider it desirable on occasions to omit regular First Team players and select the First Team from the full playing squad.
13 Data Protection
13.2 All persons who enter the Stadium using a Season Ticket or Match Ticket acknowledge that photographic images and/or video recordings and/or feeds (and/or still taken therefrom) may be taken of them and may also be used by way of example and without limitation in televised coverage of Matches and/or for promotional, editorial or marketing purposes by the Club, the Premier League or other third parties and use of Season Ticket and Match tickets to enter the Stadium constitutes consent to such use.
13.3 The purchasers of Season Tickets and Match tickets each agree that the Matches for which the Season Tickets and Match tickets have been purchased are public, and that their appearance and actions inside and in the perimeter of the Stadium are public in nature and that they shall have no expectations of privacy with regards their actions and/or conduct at Matches.
14 Privacy Statement
The Club complies with the General Data Protection Regulation (GDPR) in all its dealings with your personal data.
How information about you will be used:
(i) the Club will keep your name, address, email address, phone numbers and credit/debit card information and other such documentation as may be required and use this information to fulfil your order(s) for Season Tickets plus Membership and for customer service purposes. We will disclose your information to our service providers and agents for these purposes. Your personal information will not be passed to a third party without your explicit consent.
(ii) the Club will also use your contact information to advise you of ticket and membership offers in the future. If you have already registered for such additional offers and wish to change your preferences, just write to us with your details to Data Protection Officer, Tottenham Hotspur, Lilywhite House, 782 High Road, Tottenham, London N17 0BX or email email@example.com
(iii) When you give information about another person, you confirm that they have appointed you to act for them, to consent to the processing of their personal data and to receive on their behalf any data protection notices.
(iv) You have a right to ask for a copy of your information and to correct any inaccuracies, please either write to us to Data Protection Officer, Tottenham Hotspur, Lilywhite House, 782 High Road, Tottenham, London N17 0BX or email firstname.lastname@example.org.
15 Breach of these terms and conditions
15.1 By way of example only (and without limitation), the following shall constitute breaches of the Terms and Conditions:
15.1.1 failure to observe the directions, instructions and/or requests of any steward, employees, or agents acting for or on behalf of the Club, or any police officer, at all times;
15.1.2 smoking, in any area within the Stadium, including (without limitation) the seated areas, concourses and toilets;
15.1.3 bringing into the Stadium (or using within the Stadium): illegal drugs, other illegal substances, fireworks, firecrackers, smoke canisters, air horns, flares, laser devices, bottles, glass vessels, cans, poles, knives or any item that is hazardous or dangerous or might be used as a weapon or compromise public safety;
15.1.4 persistent standing in seated areas whilst a Match is in progress (though the Club makes no representation that supporters will not stand during periods of the Match or that views will not be obstructed by other supporters);
15.1.5 straying from the allocated seat or blocking an aisle or concourse to and from the Stadium exits;
15.1.6 entering the playing area or any adjacent area to which spectators are not generally admitted without lawful authority or excuse;
15.1.7 sale or transfer (or advertising for a sale or transfer) or transfer of a Season Ticket, Match ticket, One Hotspur Membership Ticket and Digital Tickets other than as permitted by these Terms and Conditions;
15.1.8 providing any information to the Club at any point that is false, materially incomplete or misleading (or which the Club has reasonable grounds to believe may be false, materially incomplete or misleading);
15.1.9 misrepresentation during the purchase of a Season Ticket, Match ticket, One Hotspur Membership Ticket and Digital Tickets;
15.1.10 constituting (or potentially constituting), in the Club’s reasonable opinion, a source of danger, nuisance or annoyance to any other person while at the Stadium;
15.1.11 using threatening, foul, obscene, abusive, indecent or discriminatory language or behaviour;
15.1.12 chanting anything of an offensive, immoral, obscene, abusive, indecent, political or discriminatory nature;
15.1.13 fighting or engaging in and/or inciting violence;
15.1.14 acting in a manner which in Club’s reasonable opinion is prejudicial to or offends the Club or its player(s), officer(s), employee(s), member(s), Supporter(s) or commercial partner(s) or any individual or corporate entity connected to the Club;
15.1.15 the throwing of any object within the Stadium;
15.1.16 attempting to enter the Stadium or being inside the Stadium whilst being (or appearing to be) intoxicated by alcohol or drugs or being in possession of any intoxicating drug, liquor, or bottle, can or other portable container and which could cause damage or personal injury, when entering the Stadium or in a public area of the Stadium from which the relevant event can be directly viewed;
15.1.17 carrying, holding, unfurling or presenting any banner, in whole or in part, at any time (whether acting on an individual or collective basis and whether at a Match, the Stadium or otherwise) which is, or may reasonably be considered to be, offensive, immoral, foul, obscene, abusive, indecent or political. The Club’s Flags and Banners Policy is located here;;
15.1.18 obstructing gangways, accessways, entrances and exits, stairways and like places or climbing on any structures at the Stadium;
15.1.19 entering into any part of the Stadium designated for the use of any group of Supporters to which he does not belong;
15.1.20 the supply of any misleading or incorrect information to any Club officer, employer or agent;
15.1.21 the failure to pay any sum owing to the Club (or any third party) including, without limitation, in respect of any Season Ticket, Match ticket, One Hotspur Membership Ticket or Digital Tickets;
15.1.22 any breach of the Club’s Ticketing Policies, the Football Regulations or the Ground Regulations;
15.1.23 any similar act or omission concerning, or at, any Match; and
15.1.24 making or conspiring to make multiple applications and/or holding multiple Memberships.
15.2 The Club reserves the right, without liability, to conduct (either itself or via a third party) security searches of the person and possessions of any person where it has reason to believe that a breach of these Terms and Condition has occurred or may occur including (without limitation) those breaches set out in Condition 22.214.171.124
The Club reserves the right, without liability, to suspend any individual, including without limitation any Member, Ticket Holder or Season Ticket, Match ticket, One Hotspur Membership Ticket and Digital Tickets Holder where it believes that such individual may have committed a breach of these Terms and Conditions, or that a breach of these Terms and Conditions may have been committed by a Member, Season Ticket, Match ticket, One Hotspur Membership Ticket and Digital Tickets Holder associated with that individual, pending any investigation (whether by the Club and/or any third party) in respect of the same. The Club may take any of the steps set out at Condition
16.4 in respect of any suspended individual until such time as all investigations have been concluded to the Club’s satisfaction. For the avoidance of doubt, once such investigation against the suspended individual has been concluded, the Club may continue to enforce or take (as applicable) any of the steps set out at Condition
16.5 against such individual.
15.4 In accordance with the Ground Regulations smoking is not permitted at any time in any part of the Stadium complex. This includes e-cigarettes.
15.5 Members acknowledge that if found in breach of this Condition 16 they may be liable to ejection from the Stadium and, in persistent cases, suspension or termination of their Season Ticket and/or Membership and any Match tickets without compensation.
If any provision of these Terms and Conditions is held invalid, illegal or unenforceable for any reason by any court of competent jurisdiction such provision will be severed and the remainder of the provisions in these Terms and Conditions shall continue in full force and effect.
17 GOVERNING LAW AND JURISDICTION
17.1 These Terms and Conditions shall be governed by and construed in accordance with the laws of England. Any dispute or matter (including, without limitation, non-contractual disputes) under or in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales. However, the parties agree to explore any relevant dispute resolution process prior to proceedings being commenced.
10 July 2020
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