FREQUENTLY ASKED QUESTIONS AND ANSWERS

Please check to see if any of your questions have been answered below; if your question has not been answered please email direct support at: directsupport@stokecityfc.com



REGISTRATION FAQS



How do I register on SCFC direct?

If you are a new customer you will need to select ‘login/register’ and complete the member registration details, you will then receive your client reference number and password shortly after via e-mail.

If you already have a client reference number you can activate your account from the member activation section, once you have completed the requested fields you will receive your password. Once you have received your client reference number and password you will be able to login.

We strongly recommend that you change your password immediately after receiving your temporary password.



When will I receive my password for SCFC direct?

Once you have completed the registration process above, your password will be sent to your email address shortly after. Please allow up to 3 hours for this password to come through to you.



When can I begin purchasing through SCFC direct?

You are able to begin purchasing retail items once you have been sent confirmation of your client reference number and password.

Your account will be verified by our team before you are able to purchase any match tickets. For some home games matches are set to ‘accredited members only’. This means only supporters who have been manually approved based on past purchase history will be able to book tickets.



Can I change my password?

We recommend that once you have received your client reference number and password, you login and then select the option of changing your password. This can be done by selecting ‘change password’ from the ‘my account section’.



What should I do if I have lost my password or customer number?

You will need to select ‘login/register’ and then select the ‘forgotten password?’ link. You will then need to fill in the requested fields and you will be sent an e-mail with a link where you can reset your password.



TICKET OFFICE FAQS



How do I get a Season Card?

When on sale, Season Cards can be bought online from SCFC direct, from the Stadium Ticket Office or by contacting the Ticket Office on: 01782 367 599.



How many days in advance can I get a match ticket?

Match day tickets will be available to purchase Approximately 35 days prior to each match, subject to change and priority sales periods.



Can I book tickets in advance as a present for someone?

You will be able to purchase match day tickets 35 days prior to each match, subject to change and priority sales periods.



What are the Ticket Office opening hours?

The ticket office is open Monday to Friday, 9am-5.30pm and Saturdays 9am-2pm. If you require any further information please contact the Ticket Office on: 01782 367 599



MEMBERSHIPS FAQS



What is the 'two match ticket for £5 each' offer?

The 'two match tickets for £5 each' offer is included in the 2017/18 Potters Forever, Team Power and Potter Power Membership.



Can I use these vouchers on a different game, if I cannot attend the selected fixture?

The offer is valid for a selected fixture decided by the Club, and exceptions cannot be made if you cannot attend the chosen fixture.



How can I use my 'two match tickets for £5 each' offer?

To use your offer simply visit the Ticket Office at the bet365 Stadium or call (01782) 367599. Please ensure you have your client reference at hand when purchasing your tickets, as well as additional details for all ticket recipients (name, address, date of birth and e-mail address).



If two games are offered, can I use one ticket for both?

If there is a choice of two games you can only use your offer for one of these fixtures, not both, even if you only purchase one ticket for one of the games.



How will I hear about the selected home game?

A letter and/or email will be sent out to all members to advise which fixture the offer is valid for. The Club takes no responsibility for any undelivered communications, or incorrect or missing details.Please ensure you register your Junior Member at SCFC Direct and make sure a valid email address and mobile number is attached to their account.



TERMS AND CONDITIONS



The Terms and Conditions together with our FAQ’s contain the full and complete understandings between stoke city and you. No advice or information, whether oral or written, obtained by you through or from the web site or from any conversations with our staff will operate to vary these terms and conditions.



These Terms and Conditions and any contracts made under them are governed by and shall be governed and construed in accordance with the laws of England and Wales whose courts shall be courts of exclusive competent jurisdiction. We make no representation that materials on this Site are appropriate or available for use in other locations, and accessing them from territories where their contents are illegal is prohibited. Customers who access this web site from locations outside the United Kingdom do so at their own risk and on their own initiative and are responsible for compliance with local laws, to the extent that any local laws are applicable. Nothing in these Terms shall in any way be deemed to restrict or affect your statutory rights under English law.

All material on this website is copyright of Stoke City Football Club. Please state the source when using quotes.



Complaints and Comments

If you have any complaints or comments about our web site or any of the products supplied to you, please contact Supporters at: supporters@stokecityfc.com



TICKETING TERMS AND CONDITIONS



Entry to the Ground shall constitute acceptance of the Ground Regulations. Please ensure you have read the Club’s Ground Regulations herebefore purchasing any match tickets or Season Cards.



Season Cards

Season Card Holders who are sitting in the same seat and using the same age band should have retained their card from last season to gain entry to the stadium for 2017/18.


Anyone sitting in the Sharp Stand however should have now received a Season Card through the post. This is due to a change of block and turnstile numbers following the construction of the South East corner of the stadium.


All new Season Card Holders and anyone who has changed seat for the new campaign meanwhile will have been sent a new card via post.


Disabled season cards are available to supporters who are in receipt of the higher rate of disability living allowance (either mobility or care component) or PIP equivalent. Documented evidence from the DWP will be required at the time of purchase.

Season cards will not be activated for the 2017-18 season until the relevant proof of concession either age or disability is provided.



Applicable ages are those on 1st August 2017.


Age band Age range as at 1st August 2017 Classification for Family Area Groups


Adult: 21-64 Adult
Over 65: 65 & over Adult*
Under 21: 17-20 Adult*
Under 17: 11-16 Junior*
Under 11: 10 & under Junior*


Under 14:** 11-13 Junior

** Family Area only.




Season cards in the Family Area must include a minimum of one [Adult/Over 65/Under 21] ticket and one [Under 14/Under 11] ticket in any purchasing group. For each [Under 14/ Under 11] ticket sold there can be a maximum of two [Adult/Over 65/Under 21] and one Under 17. Entry to the ground on matchdays will only be permitted for any purchasing group if the [Under 14/Under 11] is present. If for any reason the [Under 14/Under 11] cannot attend, tickets must be exchanged at the ticket office at least 2 hours prior to kick off, subject to any additional payment if applicable and an administration fee of £2 per ticket.



Season card holder groups who no longer meet the family area criteria must relocate to another area of the ground. These groups will have first refusal on non-renewed seats during the seat exchange period, as advertised by the club.

For evening fixtures only, season card holders will not be required to move out of the family area when the junior is unable to attend. However supporters wishing to move will not be subject to the £2 admin fee.

Matchday relocation or regrades are available from the ticket office but must be done at least two hours prior to kick off, subject to any additional payment if applicable and an administration fee of £2 per ticket.

All children aged 12 and under attending a football match at the bet365 Stadium must be accompanied by a responsible adult at all times.

Season Card holder seats will be reserved up until the close of business of the first sales period on 31st March 2017.

All cards, memberships and car park spaces are sold subject to conditions and availability.

Any 16/17 car park seasonals including disabled have until the close of business of the early bird to purchase a car park seasonal pass.

Supporters who wish to transfer their seat to another supporter during the early bird period must provide written consent before any changes can be made.

Season Cards are non-transferable and non-refundable.

Season card holders are advised that if you require a replacement season card the Club may, at its sole discretion, replace the season card subject to an admin fee.

It is the supporters’ responsibility to ensure all contact details are up to date with the club.

Season Cards and launch offer pricing may be varied or withdrawn at the Club’s discretion. The Club retains the right to cease sales immediately.

For home cup-ties, your seat will be automatically reserved where possible for a period of time as advertised by the Club after which period the reservation will be cancelled.



Sharp Stand Season Card holders may need to relocate for home cup ties depending on the away Clubs allocation for the fixture concerned. Season Card applications are accepted on the condition that holders abide by Stadium rules and regulations and only occupy the seat allocated. Any breach of these conditions may result in ejection from the stadium and confiscation of the season card without refund. This rule also applies to away fixtures.


It is a condition that Season Card holders do not take part in discriminatory chanting or any other form of offensive behaviour.



The Club reserves the right to operate unlimited reduced price ticket promotions throughout the season without liability to Season Card holders.

For full terms and conditions please refer to the Club website www.stokecityfc.com or ask at the ticket office.



Match Tickets

Stoke City Football Club accepts no responsibility for seats affected by adverse weather condition.

Stoke City Football Club also accepts no responsibility for lost or stolen tickets.

No refund will be given by the club if, the match is not attended. Where any match is cancelled, abandoned or postponed, the club shall have no liability to a Ticket holder except that, following any cancellation, abandonment or postponement of a home match, a ticket holder shall be entitled to attend the rearranged match.

Refunds will only be given in exceptional circumstances and at the sole discretion of the club management. Please always keep your receipt as proof of purchase.

Refunds will not be given under any circumstances once a fixture has been fulfilled.



Ticket Delivery

Match tickets are posted 2nd class within the UK but will only be available for delivery up until 3 days before a game. After this point the tickets will be available for collection from the collection point window at the Main Ticket Office.



Tickets purchased for supporters abroad cannot be posted and are only available for collection on the day of the game.

Please direct any ticketing queries to the Ticket Office on 01782 367 599 or e-mail tickets@stokecityfc.com



OFFICIAL MEMBERSHIP TERMS AND CONDITIONS



Delivery

Membership click and collect service is unavailable at the Stadium store on any Matchday.


Packs can be collected during the following opening hours:
Monday - Friday: 9am to 5.30pm
Saturday (Non-Matchday): 9am to 5pm
Sunday (Non-Matchday): Closed


When you collect your order from the bet365 Stadium Store please take either of the following:
• E-mail Confirmation containing Payment Reference Number (Original Receipt)
• Personal Identification i.e.- Driving License, Bank Card, Student Card


If you need somebody to pick up on your behalf, they will need proof as above of your order for the collection and their own personal identification.



Delivery times

No delivery dates or time scales are guaranteed and they are subject to change depending on stock availability. Please allow up to 28 working days for your Official 2017/18 Membership to be posted to your address (working days are based on Monday to Friday). For overseas orders, please allow 42 days for delivery of your order, this will depend on certain countries local postal services.



Refunds or exchanges

If you require a refund or exchange we must be notified within 72 hours of receiving your Official Membership. Please contact the membership department on 01782 592 137 to report your request. If this deadline is not met we reserve the right not to refund or exchange the item/s.



Faulty items

Faulty goods must be reported to Stoke City Football Club within 72 hours of the arrival of your Membership. If this deadline is not met we reserve the right not to replace the item/s that is damaged. Wear and tear is not considered a fault of the goods, in disputable cases the item will be sent back to the manufacturer for review and testing.

If you receive a faulty Membership we can replace it for you providing it is sent back to Stoke City Mail Order, Unit 17, Innovation Way, Stoke on Trent, Staffordshire, ST6 4BF. Once the parcel has been returned we will review it and send a replacement out to you in the post. All goods must be sent back by recorded delivery for your security as the Club will not take liability for lost parcels.



Members’ Match Ticket offer

The ‘2 match tickets for £5 each’ offer is only valid for Potters Forever, Team Power and Potter Power members and a designated guest. The offer cannot be used as part payment for another game, exchanged or refunded. The offer will only apply to the game(s) designated by the Club and are non-transferable. The Club will send a letter and/or an email prior to fixture to advise which game the offer is valid for, so please ensure you register your Junior Member at SCFC Direct and make sure a valid email address and mobile number is attached to their account. The Club takes no responsibility for any undelivered communications, incorrect or missing customer details.



500 MyStokeRewards

All Potters Forever, Team Power and Potter Power members will be awarded 500 TeamCard points onto their Club Card. This is equivalent to £5 to spend in-store on merchandise. The points are awarded onto the member’s account as part of their membership. Points cannot be transferred onto other accounts, and there is no cash equivalent. All TeamCard points collected up until 30/06/2016 will expire on 31/08/2016.



CORPORATE TERMS & CONDITIONS RELATING TO HOSPITALITY BOOKINGS



1. DEFINITIONS

1.1 “Ground Regulations” means our ground regulations and the rules and regulations of FIFA, UEFA, The Football Association, the FA Premier League and the Football League in respect of the relevant Match 1.2 “Match” means any occasion when there shall be a football match at the Stadium 1.3 “Match to Match” refers to bookings made for individual Matches 1. 4 “Seasonal booking” refers to bookings made for every home League Match in the 2015/2016 season plus the first cup Match played at the Stadium 1.5 “Stadium” means the football stadium known as the bet365 Stadium and the land around it in our possession or control 1.6 “we” “our” or “us” means Stoke City Football Club 1.7 “you” or “your” means the customer booking with us



2. SEASONAL BOOKINGS

2.1 The seasonal booking admits the holder to 19 home League matches played in the Premier League and the first cup game played at the bet365 Stadium. 2.2 Executive Box holders may use their box (box only, food and drink will incur and additional charge) for all cup games up to but not including quarters, semis and finals. 2.3 The seasonal booking is valid from 01 June 2015 to 31 May 2016. 2.4 Your seasonal package including your stand seat will be reserved until 31 May 2016, to allow you to repurchase at the price quoted for the new season. After this date it will be released for general sale.



3. CONFIRMATIONS

3.1 Seasonal bookings are confirmed upon receipt of a signed hospitality contract or Early Bird Renewal form. 3.2 Match to match bookings are confirmed upon receipt of signed corporate terms and conditions. *A confirmed booking creates a contract under which you purchase from us the ticket(s) indicated in your booking. Once a booking is confirmed, our cancellation policy, as detailed in section 7, applies.



4. PAYMENT TERMS

4.1 Seasonal payment for Early Bird bookings must be received by 31 March 2015. 4.2 If a direct debit payment plan has been agreed initial deposit of 20% must be paid by 31st March 2015 followed by four equal direct debit payments on 01 June, 01 August, 01 October and 01 December 2015. If any payment is unpaid for more than 7 days, we reserve the right to cancel the booking and to claim or retain, as the case may be, 25% of the full payment which you acknowledge is a reasonable pre-estimate of our losses. In the case of non-payment of the initial payment, section 7 will apply. 4.3 Seasonal bookings confirmed after the Early Bird period – full payment is required by 24th July 2015. 4.4 Match to match bookings – for a fixture booked more than 30 days in advance, an invoice will be sent and payment in full is required upon receipt of the invoice. All other bookings must be paid for at the time of purchase. 4.5 In the event of non-payment, we reserve the right to cancel the booking. In such a situation, the cancellation terms as detailed in section 7 will apply. 4.6 Please note that, if the match is less than two weeks away, we do not accept payment by cheque. In this instance, we only accept payment by bank transfer, credit card, debit card or cash. 4.7 TICKETS WILL NOT BE RELEASED UNTIL WE ARE IN RECEIPT OF FULL CLEARED FUNDS. 4.8 No cash payments will be accepted on a match day. 4.9 No cash should be sent through the post.



5.CONCESSIONS AND DISCOUNTS

5.1 From time to time we may offer reduced price ticket promotions on a game by game basis. 5.2 Seasonal customers are entitled to a 15% discount on any additional match to match bookings. The 15% discount cannot be used in conjunction with any other. 15% discount can be applied to concession bookings, excluding the baby (0-36 month) £10 fee. 5.3 The following concessions are applicable to 1863, Tony Waddington Suite and Stanley Mathews lounge tickets. Under 14- 50% discount – must be accompanied by an adult Over 65 – 25% discount Baby (0-36 months) – nominal £10 fee. This ticket price does not include food or a programme. A stadium seat will be allocated. Please note that a date of birth and proof of age must be provided at time of booking.



6. RE-ARRANGED AND POSTPONED MATCHES

6.1 Hospitality agreement forms are still binding for matches that are re-arranged for reasons out of our control e.g. TV commitments, police requests or weather conditions. 6.2Cancellation charges, as detailed in section 7, will apply if you do need to cancel due to a re-arranged fixture. 6.3 We will endeavour to transfer your booking to another match to avoid a cancellation charge but this is subject to availability. 6.4 If a fixture is postponed 24 hours before the original kick off you will be entitled to transfer your booking to the rearranged date at no additional charge. 6.5 If the fixture is postponed less than 4 hours before the kick off time or at any time during the game due to circumstances beyond SCFC control then no refund will be due but you will be entitled to purchase an equivalent executive package with a 50% discount for the re arranged fixture.



7. CANCELLATION CHARGES

7.1 Should cancellation be necessary, please note that the following charges will apply: 60-31 days prior to the event – 50% of total charge 30-15 days prior to the event – 75% of total charge Less than 15 days prior to the event – 100% of total charge. 7.2 Seasonal bookings are non-refundable and are subject to a 100% cancellation charge from the date the Commercial Department receive a signed hospitality contract.



8. GROUND REGULATIONS

8.1 Entry to the ground is expressly subject to acceptance by the visitor of the Ground Regulations which incorporate our Customer Charter (if any). 8.2 Entry to the ground shall constitute acceptance of the Ground Regulations.



9. HOSPITALITY

9.1 Parties of less than eight are not guaranteed a private table in the Tony Waddington suite. Guests in the Chairmans suite always share a Boardroom style table. 9.2 Please inform us of any special dietary requirements prior to the match in which you are attending. We will endeavour to meet requests made on the day but we are unable to guarantee this. 9.3 All seasonal customers must be aware that, wherever possible, changes to table locations in the hospitality suites will be kept to a minimum however, on occasions table locations may alter to accommodate additional covers in the room. 9.4 Chairmans and Tony Waddington Suite please arrive three hours prior to kick off. Should you arrive later than this, every endeavour will be made to do so, it is unlikely that all courses will be served pre match. 9.5 Please be aware that you are not permitted to consume your own food and drink or any food purchased from the concourses whilst in hospitality facilities. 9.6 Executive Boxes are for a maximum of eight guests unless otherwise stated. Any additional places must be agreed by the club and are subject to additional charge. This includes young children and babies. 9.8 Any damage to the clubs property caused by you or your guests will result in you being charged for repair or replacement.



10. AWAY FANS

10.1 If you have away fans in your party, please ensure they are made fully aware that they are seated with home supporters. If they are identified as away supporters, we reserve the right to remove them from the Stadium for their own safety.



11. CAR PARKING

11.1 There will be a delay of a minimum of 15 minutes when leaving all car parks after the final whistle to assist in the safe dispersal of all supporters. 11.2 Car parking spaces are issued on the basis of one space per four persons in a party. A minimum of two hospitality must be booked before parking is issued. 11.3 Additional car parking bays will not be issued by the Commercial Department. However, a limited amount of parking is available to purchase from the Ticket Office. 11.4 Under no circumstances are car park permits to be passed on, loaned or sold. 11.5 The Club shall not be responsible for any damage or theft of any motor vehicle parked at the stadium.



12. DRESS CODE

12.1 It is your responsibility to inform your guests of dress codes. 12.2 The dress code is subject to change by us at any time. 12.3 Failure to adhere to the dress code will result in you or your guests being refused entry without compensation. 12.4 To prevent potential embarrassment on the day, please err on the side of caution and avoid any form of clothing that could be perceived as going against this dress code. 12.5 The dress code does not apply to children under 14. 12.6 A smart dress code applies on a matchday. Any persons wearing clothing displaying any offensive branding, sportswear or football colours will be denied entry. Smart denim is acceptable. Smart is defined as not faded or torn. Smart shoes must be worn, trainers are not permitted. 12.7 DRESS CODE CHAIRMANS SUITE AND DIRECTORS BOX: Smart shoes must be worn. Trainers/Canvas/Ugg style footwear are not permitted. Gentlemen should wear a suit, collar and tie. Denim is not acceptable.



13. LOST TICKETS

13.1 We cannot accept any responsibility whatsoever for tickets, access cards or car park permits that are lost or destroyed. 13.2 An administration charge of £10 will be made for the replacement of any of the above.



14. CORRESPONDENCE

14.1 All correspondence should be marked with your customer reference number which can be found on your access card.



15. CHANGE OF ADDRESS

15.1 It is important that you notify any change of address in writing to the Commercial Department.



16. PHOTOGRAPHERS

16.1 Please note that photographers will be present at various matches throughout the season and some crowd photographs may be used for media purposes. You hereby consent to your image being used in this way. If you have any concerns or would like to discuss this further, please contact our Marketing Department.



17. CCTV

17.1 CCTV is employed and operated within the Stadium for the purpose of control and safety of spectators. Recorded images may be used as evidence.



18. SMOKING

18.1 In line with government legislation, the Stadium is a no smoking venue. 18.2 You are allowed to smoke outside of the Stadium, provided you collect the correct match-specific ‘pass-out’. 18.3 Electronic smoking devices are not permitted anywhere in the stadium including hospitality areas.



19. CHRISTMAS PARTIES

19.1 In the unlikely event of a televised fixture (resulting in a late kick off) in December, we reserve the right to move your post match facility to an alternative area.



20. LICENSING LAWS AND REGULATIONS

20.1 In order to conform to licensing laws and regulations, no alcohol consumption is permitted in view of the pitch in the period starting 15 minutes prior to kick off and ending 15 minutes after the final whistle.