Cambridge United FC Ticket Office and Shop Terms & Conditions

TICKETING AND RETAIL POLICY
The following policies apply in respect of all ticketing & retail arrangements:
Terms and Conditions of Sale including Delivery, Refund and Returns and Privacy policy
The following terms and conditions apply to all orders for the purchase of goods from the CUFC in respect to
ticketing and Club merchandise.
There are both specific and additional Terms and Conditions associated with the purchase of Matchday, Season or
Event Tickets and different service/booking fees applied. These are detailed below in Section and should be read
in conjunction with the General Shop Terms and Conditions of Sale and where appropriate will take precedent
over the General Shop Terms and Conditions.
You can print a copy of these Terms and Conditions for your future reference.
Entry to the Abbey Stadium is subject to the Rules Governing Supporters conduct and breach of those rules
may result in tickets being withdrawn and the holder being ejected or to the cancelling of a season ticket in the
event of a ban on attendance being imposed. A full copy of the Club’s code of conduct can be found at www.
cambridge-united.co.uk
SUPPORTERS CONDUCT
The Club strives to ensure that the Abbey Stadium is a safe and pleasant environment in which to watch
professional football. The Club requests that supporters co-operate with this policy.
• Entry to the ground is subject to the Ground Regulations displayed upon entry
• Smoking is only permitted in designated areas of the ground
• Foul, abusive and racist language and behaviour will not be tolerated
• Anti-Social behaviour will not be tolerated
• Any problems should be reported to a Match Day Steward
• CCTV Cameras are in operation at the ground and may be used in accordance with Ground Regulation 16.
Cambridge United Football Club in conjunction with Cambridgeshire Police have agreed guidelines of a policy
to deal with any serious offences relating to supporter misconduct. The Board of Directors of Cambridge United
Football Club Limited will sanction all bans regarding supporters’ conduct. Warning letters and or entrance
restrictions may be placed upon supporters whose offences may fall outside the scope of the policy guidelines.
Such entry restrictions may include the signing of an attendance register, purchase of a known seat in the Main
Stand and the provision of a recent passport sized photograph. Data Protection Clubs are required to maintain the
privacy and security of the customer details help on record, in accordance with the Data Protection Act 1998.

Cambridge United 2023/24 Season Ticket Terms & Conditions
FIXTURES
Season Tickets provide admission to all 23 Sky Bet League One home matches. For avoidance of doubt, Season
Tickets are not valid for away matches, cup matches or play-off matches, but by being a Season Ticket Holder you
will have ticket priority for any aforementioned fixtures.
The Club reserve the right to amend the date, time and venue of any publicised fixture for any reason without
prior notification or reimbursement of any such costs. Additionally, the Club shall not responsible for the
reimbursement of any additional costs supporters incur including but not limited to travel, accommodation or
employment leave etc.
LIMITED CAPACITY
If capacity at The Abbey Stadium is limited for any reason and the number of Season Ticket Holders outweighs the
allowed capacity, the Club will run a random ballot process for Season Ticket Holders in advance of the relevant
fixture/s. If a Season Ticket Holder is unsuccessful in the ballot, then they shall be treated under the terms of the
‘Behind Closed Door Fixtures’ criteria contained in these terms and conditions.
BEHIND CLOSED DOOR FIXTURES
In the event that a fixture is to be played Behind Closed Doors, each individual Season Ticket Holder shall be
entitled to receive an iFollow streaming Match Pass for the relevant fixture/s. If accepted, a pro-rata refund subject
to the value of the Streaming Pass will be provided to Season Ticket Holders. Alternatively, the Season Ticket
Holder shall be entitled to receive a pro-rata refund.
FIXTURE POSTPONEMENTS
In the event that a qualifying fixture is postponed or abandoned, Season Ticket Holders shall automatically be
entitled to attend the re-arranged fixture. No refunds will be provided in the event that you are unable to attend
the re-arranged fixture.
CANCELATIONS
In the event that a fixture is cancelled by the EFL and removed from the league’s official fixture list, Season Ticket
Holders shall be entitled to receive a pro-rata refund.
SEAT ALLOCATION
Season Ticket Holder seats are allocated at the time of purchase and are non-transferable. The Club reserves the
right to relocate Season Ticket Holder seats to another equivalent area of the stadium, for any such fixture as it
requires. Where possible seats will be reallocated in purchase groups.
ACCEPTANCE OF TERMS
By purchasing a Season Ticket you are indicating that you have read, understood, accepted and agreed to abide
by the Ground Rules and Regulations, as well as the Cambridge United Supporter Code of Conduct. Additionally,
if you are buying on behalf of someone else your purchase will include their acceptance to the aforementioned
regulations.
In line with the Club’s Code of Conduct, by attending fixtures you acknowledge that you do not have any
symptoms of, have tested positive for, or are isolating/self-isolating from COVID-19 or any such variants.
In the event that a Season Ticket Holder sustains a ban from the stadium for breaching ground regulations or the
Code of Conduct, no refund will be given.
All Season Tickets are sold to the named individual on the Season Ticket Card and are non-transferrable. Any
such refunds or credits will be issued to the lead booker and it shall be their responsibility to distribute such
reimbursements.
INCLUSION POLICY
Cambridge United is an inclusive club which welcomes people from all backgrounds. We have a zero tolerance
policy on abusive and discriminative behaviour. By becoming a Season Ticket Holder, you agree to comply with
our Customer Charter & Ground Regulations. See www.cambridge-united.co.uk for details.
REFERENCES
These terms and conditions have been complied in conjunction with the EFL’s Season Ticket T&C’s and Consumer
Rights Guide 2021, as well as in line with the Consumer Rights Acts 2015 and the Unfair Contract Terms Act 1977.
CHANGES TO DATES, REFUNDS & EXCHANGES
1. No guarantees can be given by the Club that a Home Match will take place at a particular time or on a
particular date. The Club reserves the right to abandon, postpone, cancel and/or reschedule any Home
Match without notice and, save as provided at clause 1.3, without any liability whatsoever.
1.2. In the event that
a. a Match has, for any reason, to be played out of view of the public (“Behind Closed Doors”); or
b. Match attendance numbers are restricted as a consequence of any government, Football Association
or other regulatory body guidance or direction; the Club will endeavour to provide, without charge,
a streaming voucher in place of a purchased Home Match Ticket to enable the ticketholder to view
the Match. Where a streaming voucher is made available, no refund will be made, and the Home
Match Ticket may not be exchanged or used to attend any other Match. The provisions of this clause
1.2 shall be subject to the permissions of the relevant Football Authority.
1.3. Where Match attendance numbers are restricted in accordance with clause 1.2(b), seats at the Ground will
be allocated at random in the following order of priority:
i. Season ticket holders
ii. Past purchase history
1.4 In the event of postponement, for any reason, of the Match you may use the ticket you have purchased in
order to gain entry for the subsequent re-arranged Match (if any). In such circumstances it is the ticket
holder’s responsibility to ascertain the date and kick-off time of any rescheduled Match.
1.5 In the event of abandonment of the Match at any time up to and including the half time whistle you will be
entitled to use the ticket you have purchased to gain free entry at a future home match, subject to any and
all applicable terms and conditions.
1.6 No refund will be issued in the event of the abandonment of the Match after the half time whistle and you
will not be entitled to use the ticket you have purchased at any future home Match.
1.7 If, where a Match is played Behind Closed Doors or a ticketholder is not allocated a seat at the Ground
further to restrictions on Match attendance numbers, and, the Club is unable to provide a facility for the
ticketholder to view the Match virtually, ticketholders may request a refund of the cost of an unused Home
Match Ticket. Ticket holders may waive their right to a refund under this clause 1.7 in order to permit the
Club to retain the ticket price paid in support of the Club’s activities.
1.8 In order to obtain a refund on the Home Match Ticket, in accordance with paragraph 1.7 above, a written
request must be received by the Club’s box office no later than 72 hours prior to the time of the advertised
kick off of the Match. A refund (excluding booking fees and subject to a cancellation fee) will only be issued
on production of identification that the individual requesting the refund is the person to whom the Home
Match Ticket was originally sold. For the avoidance of doubt, entitlement to refunds will be determined at
the sole discretion of the Club.
1.6 The provisions of this clause 1 represent the sole remedies available to the ticket holder in the
circumstances described. The Club will have no further, or other, liability whatsoever, including (but not
limited to) any indirect or consequential loss or damage including (but not limited to) loss of enjoyment or
travel or accommodation costs.
General CUFC Shop Terms and Conditions
1. OUR CONTRACT WITH YOU
If you place an order online to purchase a product from the CUFC On-Line Shop we will send you an e-mail
confirming receipt of your order and containing the details of your order. Your order represents an offer to us to
Cambridge United Football Club. Ticketing and Retail Policy.
purchase a product which is accepted by us when we deliver the product to you. Any products on the same order
which we have not delivered to you do not form part of that contract.
2. DESCRIPTION OF THE GOODS
We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the
website are correct at the time when the relevant information was entered onto the system. We reserve the right
to refuse orders where product information has been mis-published, including prices and promotions.
3. AVAILABILITY
The supply of goods from this website is subject to availability and it is not always possible for us to inform you
at the time you place your order whether the goods you want are still available for purchase, although whenever
possible we will endeavour to let you know if they are not available or temporarily out of stock. In the case of
orders accepted where stock is unavailable we will email you to advise you, and to ask if alternative product may
be sent or if a refund may be given.
4. DELIVERY AND DELIVERY CHARGES
Orders delivered to UK addresses may be charged at a postage and packing rate based on the calculated weight
of the goods you order and the corresponding Royal Mail/ParcelForce charges current at the point we receive
your order.
Alternatively delivery costs may be (or contain) a fixed amount appropriate to the item/s being purchased. The
Delivery cost charged may include an additional handling and packing fee appropriate to the item/s being
purchased.
Orders dispatched using signed for, guaranteed delivery, or posted to addresses outside of the UK will incur
additional postal charges.
A number of differing carriers may be used, some arranged through third parties. Orders will be charged
according to the delivery option chosen by the customer at the checkout but additional service fees may be
added for enhanced or different delivery options as notified by the customer when placing the order.
This may include services such as special delivery, signed for delivery, and next day delivery or customer
collection. These services may carry an additional fee. Any special services required not covered by the checkout
options must be agreed by email or by phone with the CUFC Shop and paid for in full before the goods are
dispatched. Please contact us at info@cambridge-united.co.uk before placing your order and we will advise if your
request is possible and if there are any additional costs.
DISPATCH
We aim ship items all orders within five working days except where otherwise stated, and subject to stock
availability.
If orders are unable to be dispatched within seven working days of receipt of order we will email you to let you
know.
Whenever possible we aim to ship
- orders received before 12pm (weekdays) the next working day
- orders received after 12pm (weekdays) within two working days
The CUFC Shop cannot be held responsible for delays or losses caused by the postal system. If your goods fail to
arrive, please contact the CUFC Shop on info@cambridge-united.co.uk
We cannot issue a refund where goods are lost by third parties.
Where a local posting service is used by the CUFC Shop proof of posting will be obtained and retained. This will
be made available and be conclusive in the case of any disputes.
Cambridge United Football Club. Ticketing and Retail Policy.
OVERSEAS DELIVERY
Orders will only be delivered to addresses outside the UK where a postage and packing rate has been requested
by the customer and paid for in full, before the goods are dispatched. Some special delivery services may
be available on enquiry. The CUFC Online Shop reserves the right not to accept orders for some overseas
destinations at this will be at its sole discretion.
4. CANCELATION AND RETURNS
RETURNING GOODS
We hope that you’re pleased with your purchase from the CUFC Shop, however we do understand that
occasionally, you may need to return goods to us. We’ve set out below the main reasons why goods tend to be
returned, so please read all of the categories and follow the returns process which you feel applies to you.
You should always email info@cambridge-united.co.uk before returning any goods with the details and reason for
return.
Please note that our Returns Policy for Consumers does not affect your statutory rights.
GOODS ARE FAULTY ON ARRIVAL
If you find that your goods are faulty on arrival, then you are entitled to a repair, replacement or a refund. Please
note that for some goods it may be disproportionately costly to repair those goods, and so where this is the case,
then we will give you a replacement or a refund. Where any faulty goods are to be returned to us then please
ensure that you read the section “Packaging Goods for Return”
GOODS BECOME FAULTY DURING USE
If your goods become faulty after delivery you can contact us directly at info@cambridge-united.co.uk if the goods
do not conform to the contract made between us.
Please note that in some cases it may be disproportionately costly to repair the goods, and so where this is the
case, then you will receive replacement goods. Where any faulty goods are to be returned to us, then please
ensure that you read the section “Packaging Goods for Return”.
GOODS DAMAGED ON ARRIVAL
If you discover that your goods are visibly damaged on arrival, you should either write on the delivery note that
the packaging is damaged, or refuse to accept the delivery. Please also contact us as soon as possible and in any
event within 5 working days with details of the damage. You can email info@cambridge-united.co.uk This will help
us considerably in raising the matter with our appointed courier.
Where any faulty goods are to be returned to us, then please ensure that you read the section “Packaging Goods
for Return”Once the damaged goods have been received back then we will replace them or, at our discretion,
issue a refund.
IF YOU HAVE SIMPLY CHANGED YOUR MIND
If you have ordered goods from us, but then simply decided that you wish to cancel your order, then you are
entitled to do so and have any money that you have paid to us refunded, provided that (a) the goods have not
been in your possession for more than 7 Working Days after the day on which you received the goods (‘Working
Day’ means all days other than Saturdays, Sundays and public holidays); and (b) you tell us by email to info@
cambridge-united.co.uk that you wish to cancel your order or complete the cancelation form on the CUFC Shop
home page.
We will acknowledge your cancelation by email within 5 working days and provide you with an address to which
you may return the items.
You will be responsible for returning the goods to us at your own cost. You must take reasonable care to ensure
Cambridge United Football Club. Ticketing and Retail Policy.
the goods are not damaged in the meantime or in transit.
If we collect the goods from you, we may charge you for the cost of collection (and we may if we wish deduct this
from your refund).
If you do not return the goods as required, we may charge you a sum not exceeding the direct costs of recovering
the goods.
You will receive a refund via your original payment method as soon as reasonably practicable but no later than 30
days after the cancelation of your order has been received by us in writing and our receipt of the returned items.
Packaging Goods for Return
In all cases where goods are to be returned to us, then please read and follow these guidelines
Please note that it is in the interest of all parties to ensure that any faulty goods being returned to us are
sufficiently packaged to protect against loss and/or damage during carriage, handling and/or sorting. Therefore,
when you intend to return any faulty goods, we strongly recommend that you do so in their original packaging
(assuming that the original packaging is not damaged).
Where it is not possible to use the original packaging, then we would be most grateful if you would package and
cushion the goods to provide protection against any reasonably predictable shocks, puncturing, scratching and/
or damage that may occur during carriage, handling and/or sorting, although we accept that you do not have an
obligation to do so.
Where we have agreed to collect the goods from you, then our appointed carrier shall be entitled to inspect the
quantity, condition and the packaging.
RETURNS FROM OVERSEAS
We are unable to offer any return or refund for any reason for any items that are dispatched to destinations
outside of the UK . We will endeavour to address any issues or problems wherever we can, but this may not prove
economically viable for either party.
5. COMPLAINTS
If you need to raise a complaint please contact the CUFC Shop at info@cambridge-united.co.uk
6. PRIVACY POLICY
When submitting your order you are agreeing to the purchase of goods and to allowing CUFC to use your
personal data for the purpose of supplying the goods.
The privacy policy below sets out how CUFC On-Line uses and protects any information that you give CUFC On-
Line when you use this website.
CUFC On-Line is committed to ensuring that your privacy is protected. Should we ask you to provide certain
information by which you can be identified when using this website, then you can be assured that it will only be
used in accordance with this privacy statement.
CUFC On-Line may change this policy from time to time by updating this page. You should check this page from
time to time to ensure that you are happy with any changes.
What we collect
We may collect the following information:
• Name and payment details
• Contact information including email address
• Demographic information such as postcode, preferences and interests
Cambridge United Football Club. Ticketing and Retail Policy.
• Other information relevant to customer surveys and/or offers
What we do with the information we gather
We require this information to understand your needs and provide you with a better service, and in particular for
the following reasons:
• To process your order and obtain payment
• Internal record keeping
• We may use the information to improve our products and services
• We may periodically send promotional emails about new products, special offers or other information which
we think you may find interesting using the email address which you have provided
• From time to time, we may also use your information to contact you for market research purposes. We may
contact you by email, phone, fax or mail. We may use the information to customise the website according
to your interests
7. SECURITY
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or
disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure
the information we collect online.
8. LOSSES
We will not be responsible for any business loss (including loss of profits, revenue, contracts, anticipated savings,
data, goodwill or wasted expenditure) or any other indirect or consequential loss even if the loss was reasonably
foreseeable to both you and us when you commenced using the website or when the contract for the sale of
goods was formed. However, the CUFC Shop does not limit in any way our liability by law for death or personal
injury caused from our negligence or breach of duty or caused by our gross negligence or willful misconduct.
9. ALTERATION OF SERVICE OR AMENDMENTS TO THE CONDITIONS
We reserve the right to make changes to our website, policies, and these Terms and Conditions of Purchase at any
time. You will be subject to the policies and Terms and Conditions of Purchase in force at the time that you use
the website or that you order goods from us, unless any change to those policies or these conditions is required
to be made by law or government authority (in which case it will apply to orders previously placed by you). If any
of these conditions are deemed invalid, void, or for any reason unenforceable, that condition will be deemed
severable and will not affect the validity and enforceability of any remaining condition.
10. EVENTS BEYOND OUR REASONABLE CONTROL
We will not be held responsible for any delay or failure to comply with our obligations under these conditions if
the delay or failure arises from any cause which is beyond our reasonable control. This condition does not affect
your statutory rights.
11. GOVERNING LAW AND JURISDICTION
These conditions are governed by and construed in accordance with the laws of the England and Wales. You
agree, as we do, to submit to the exclusive jurisdiction of the English courts.
Policy Update September 2021