Ospreys Season Membership and Match Ticket Purchasers FAQs
Further to our announcement of our processes for season and match ticket value redemption for the 2019-20 season we have constructed answers to some questions we anticipate you may have.
Q. How long do I have to decide on my options?
You will have the entire of month of July to make your decision – the deadline is 5pm on Friday 31st July. However, to ease the strain on our currently reduced work force, we ask that you try not to leave this to the last minute.
Q. How is the outstanding balance on my Season Membership/Ticket calculated?
The refundable value is calculated as a percentage of the total season ticket price you paid. This is worked out in relation to how many games your season ticket allows vs how many games were left unfulfilled.
Q. Can I split my balance across the three options?
Unfortunately not. We would love to accommodate flexibility, but it just won’t be possible with the systems we have and the reduced workforce as a result of COVID-19.
Q. What happens if I didn’t receive an email?
Firstly, check your “Junk Mail” or “Clutter” folders in your inbox and search for email@example.com. If it’s not there, then there are a few things you should know:
- You might share an email address with another member. If this is the case, they will have been contacted about this and will be responsible for your balance. We have encouraged all members in this position to confirm with each of their associated members before making a decision, so they’ll likely let you know about this soon.
- We might not have a valid email address for you, or you might have unsubscribed. Don’t worry though, we’re committed to contacting every member so expect to receive something in the post.
Q. If I choose to donate, where will my money be going?
The money will be used to support the immediate and long-term survival and sustainability of Ospreys Rugby through this challenging time.
Q. How long is my credit valid for?
Credits will remain valid for the entirety of the 2020/21 season. Depending on future developments in COVID-19 protocols, the format of next season and when we are able to let fans back into the Liberty Stadium, we will update you if this changes.
Q. What can I use my credit on?
Credit can be used towards future season ticket or match ticket purchases, hospitality or in our online retail store shop.ospreysrugby.com.
Q. What happens if I cannot see the credit in my account?
You cannot view your credit online until 2020/21 season membership packages or matches are on sale.
Q. When can I expect my refund?
We aim to start processing refunds at the end of August, in line with the re-start of the 2019/20 season.
Q. How will I be refunded?
If you request a cash refund, our refunds team will work to get you refunded as soon as possible.
All refunds will be automatically placed through Ticketmaster back onto the card that the booking was made on.
Q. What if I no longer have that payment card or the refund bounces?
If your refund ‘bounces’ e.g. because the card you used to purchase your ticket(s) has expired we will be notified and will endeavour to contact you as quickly as possible to process the refund manually. If you no longer use that card/account, you may have to contact your bank.
Q. Can I choose to be refunded to a different account than the one I used to purchase my Season Membership/Ticket?
Currently, we are only able to make the refund payment through your original payment method.
Q. What if I paid for my membership with cash?
If you paid for your membership with cash, the Ticket Office will be in contact with you to discuss your options.
Q. What if me and my associated members want to do something different?
You will need to contact us to explain how each individual member associated with the account wishes to redeem their remaining value. Please email us at firstname.lastname@example.org.
Q. I am a Liberty Only Season Ticket Holder. How many games will I get credited?
You are entitled to 2 games worth of value (Glasgow 21st March and Scarlets 30th May).
Q. I am a Sixtures Ticket Holder. How many games will I get credited?
You are entitled to 2 games worth of value (Dragons 18th April and Scarlets 30th May).
Q. I am a Supporter Plus Member. Is this factored into my Membership balance?
No. We’re committed to hosting our final two exclusive events of the season as soon as it is safe to do so which all Support Plus Members are invited to. More information for this will be shared as soon as possible.
Q. Will my booking fees be refunded?
No, as part of the Ticketmaster refund, booking fees will not be refunded.
Q. I purchased a ticket through my local rugby club or school. How do I receive my refund?
If you purchased a community ticket to any of our remaining fixtures through your local rugby club or school, the refund will be sent directly to those who made the group ticket purchase. Therefore, please get in touch with the admin from your local rugby club or school who will manage the refund accordingly.
Q. What is happening to the remaining games for 2019/20?
PRO14 have announced 22nd August as the target date for the recommencement of the 2019/20 season behind closed doors. You can read more about the competition restart here
Q. When are Season Ticket renewals happening?
PRO14 are working to conclude the scheduling of the 2020/21 season and we look forward to providing further information as soon as it is available.
Q. When might we be allowed back into the stands at the Liberty Stadium?
The 2020/21 season may be impacted by Covid-19 and social distancing requirements. We are investigating possible seating plans to accommodate social distancing regulations and will do everything we can to be able to welcome you back to the Liberty Stadium as soon as possible. We will provide further information in due course.
Q. If stadiums reopen to fans before the end of the season, can I use my credit for these games?
Yes, you will be able to use credit for any future games going forward.