2011/12 One Hotspur Terms and Conditions
When you purchase or apply for either a season ticket or match ticket or One Hotspur Membership membership, you are accepting and agreeing to these Terms and Conditions so please take a moment to read them thoroughly.
In these Terms and Conditions:
"the Club" means Tottenham Hotspur Football and Athletic Co Ltd and/or (as the case maybe) Tottenham Hotspur Football Club.
"the Communication Channels" means the Club's matchday programme, Hotspur Magazine, Spurs Mobile, the Spurs Ticketline 0844 844 0102, the Club's website (tottenhamhotspur.com) and other methods of communication the Club may introduce;
"the Stadium" means White Hart Lane Stadium, Bill Nicholson Way, 748 High Road, Tottenham, London N17 0AP;
"Platinum, Gold and Silver Members" means the registered owner of the Season Ticket;
"Members" means those members of One Hotspur, the Club's Official Membership scheme. Unless specified, it applies to all membership tiers, i.e. Platinum, Gold, Silver, Bronze or Lilywhite;
"Members Stadium Access Card" means the card issued to all One Hotspur Lilywhite and Bronze Members to gain entry to the stadium when appropriate match tickets have been purchased and on acceptance of an application to join the Club's Official Membership scheme;
"Season Stadium Access Card" means the card entitling the Platinum, Gold and Silver Members admission for matches played at the Stadium by the Club's First Team in The Premier League and the first two (2) home Cup Ties;
"Season" means the 2011/2012 football season (unless otherwise specified);
"Guest Ticket Scheme" means a priority window where Members can purchase additional tickets before they are placed on general sale (subject to availability).
1.1 If these Terms and Conditions are not acceptable to Members then the Members Stadium Access Card or, where applicable, the Season Stadium Access Card should be returned immediately. No refunds will be issued after the Season has commenced. Where a Season Stadium Access Card has been issued and has been used to gain entry to the Stadium for any match in the 2011/2012 season this will constitute acceptance of these Terms and Conditions.
1.2 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. The Club does not tolerate foul and/or abusive behaviour towards staff. This applies to any form of communication with Club staff.
1.3 The Club reserves the right to amend these Terms and Conditions within reason at any time without prior notice.
1.4 Renewal notices will be sent through the post to all One Hotspur Members by the end of the Season. If payment is not received by the notified date all seat(s) and/or place(s) on the season ticket waiting list will be re-allocated without further notice to the Member. Furthermore, all loyalty points accrued will be reset to zero.
1.5 The dates of all matches being played at the Stadium are subject to revision and change due to television coverage and other circumstances and in this regard Members are advised to see the Club's Communication Channels.
1.6 The Club reserves the right to refuse or close membership of One Hotspur or any of its membership tiers without prior notice or reason.
1.7 The membership period is seasonal and runs from June 1 2011 until May 31 2012. Membership notices will be sent to all members prior to the end of the 2011/12 season.
2. Season Stadium Access Cards, Members Stadium Access Cards and Match Tickets
2.1 Season Stadium Access Cards and Members Stadium Access Cards remain the property of the Club at all times.
2.2 Season Stadium Access Cards are non-refundable and non-transferable and are only valid when used by the Platinum, Gold or Silver Member to whom they are registered.
2.3 Match tickets can be refunded only if they are returned to the Ticket Office no later than 7 days prior to the date of the fixture. This relates to all Members purchasing via the One Hotspur Members Priority Sales, Guest Ticket sales and all general ticket sales. All Match Tickets/Season Tickets issued are strictly non-transferable.
2.4 In the event of a match being abandoned or postponed, tickets purchased for the original fixture 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.
2.5 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 Scheme. When a Season Ticket Holder releases their seat via the Ticket Exchange Scheme the Season Stadium Access Card will be de-activated for that specific fixture. Full details of the Ticket Exchange Scheme are set out in paragraph 5 of these Terms and Conditions.
2.6 It is the Platinum, Gold and Silver Members' responsibility to present their valid Season Stadium Access Card to the turnstile operator, failing which admission to the Stadium may be refused. Bronze and Lilywhite Members must produce a valid Members Stadium Access Card registered in their name which will have a specific match ticket loaded onto it. Members may be asked to provide further identification before entry to the Stadium.
2.7 If Platinum, Gold or Silver Members arrive at the Stadium without their Season Stadium Access Card they may be able to obtain a replacement match ticket from the One Hotspur Office at a non refundable cost of £10.00, provided that they have with them proof of identity at that time. Replacement match tickets will ONLY be issued to the named the Season Ticket Holder on production of identification. Under no circumstances will a replacement match ticket be issued to another supporter. Permanent replacement Season Stadium Access Cards will not be issued on a match day. If Bronze and Lilywhite Members arrive at the Stadium without their Members Stadium Access Card they may obtain a duplicate Card from the One Hotspur Office at a non refundable cost of £10.00 provided they have with them proof of identity at that time. The Club reserves the right to withdraw this facility at any time without prior notice.
2.8 If the Season Stadium Access Card or Members Stadium Access Card is lost or stolen, then written confirmation should be supplied to the Ticket Office together with a police report number. Platinum, Gold and Silver Members will be required to pay a non-refundable administration fee of £10.00 before a new Season Stadium Access Card is issued. However, permanent replacement Season Stadium Access Cards will not be issued on a matchday. Bronze and Lilywhite Members will be required to pay a non-refundable administration fee of £10.00 before a new Members Stadium Access Card is issued.
2.9 The Club reserves the right to refuse to issue replacement Season Stadium Access Cards or Members Stadium Access Cards. An alternative of replacement match tickets for collection only on the day of each fixture maybe introduced where the Club deems appropriate.
2.10 Season Stadium Access Cards or Members Stadium Access Cards are issued subject to such rules and regulations as the Club may make from time to time including:
2.10.1 The rules and regulations of FIFA, UEFA, The Football Association, The FA Premier League and The Football League in respect of the relevant competition; and
2.10.2 The ground regulations for the time being which are on display at the Stadium.
2.11 Without prejudice to the generality of the provisions of clause 2.10, although the Season Stadium Access Card issued to Platinum, Gold and Silver Members is for a particular seat, the Club reserves the right in its ultimate discretion to allocate the Platinum, Gold or Silver Member on a temporary basis an alternative seat in another part of the Stadium in the following circumstances:-
2.11.1 When any part of the Stadium is closed for repairs, maintenance or redevelopment; or
2.11.2 When it is deemed desirable by the Club or the police to re-allocate a seat in the interests of safety or crowd control.
2.11.3 When the Club is required to re-allocate seats by any of the football authorities specified in clause 2.10.1 the Club will use its best endeavours to publicise any re allocation of seats through the Club's Communication Channels.
2.12 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 they must immediately surrender their Season Stadium Access Card and/or Members Stadium Access Card and/or match ticket on demand to a Club official or police officer.
2.13 The Club reserves the right to suspend or withdraw, where applicable, all One Hotspur membership benefits including the Season Stadium Access Card and/or Members Stadium Access Card and/or match ticket without compensation or reimbursement if Season Ticket holders, Members and/or match ticket holders are in breach of any of the Terms and Conditions set out herein.
2.14 Adult Season and Members Stadium Access Cards will have 'Club Cash' functionality integrated into their cards automatically. To read the terms and conditions of 'Club Cash' and One Hotspur Rewards click here or visit onehotspurrewards.co.uk.
3. Ticketing Rights
3.1 Bronze and Lilywhite Members hereby acknowledge and accept that the right to purchase tickets for matches played at the Stadium is not guaranteed and that consequently advance booking of tickets is recommended. All rights to tickets are expressly subject to availability, the Club's prior commitments, Bronze and Lilywhite members being in actual possession of their Members Stadium Access Card at the time of purchasing their ticket and, without prejudice to the foregoing, Bronze and Lilywhite complying with these Terms and Conditions.
3.2 As they are already in possession of a Season Stadium Access Card, Platinum, Gold and Silver Members are not entitled to ticketing rights available under the Membership Scheme, with the exception of the Guest Ticket Scheme.
3.3 Junior Members and Senior Citizens are entitled to purchase tickets at concessionary prices in designated areas subject to availability and further subject to providing evidence of age and identity, see also Clause 8.
3.4 Duplicate tickets for lost or stolen tickets can be requested no earlier than 2 working days prior to the fixture.
3.5 Duplicate tickets will only be issued on the day of the fixture and only to the original purchaser of the match ticket.
3.6 Duplicate tickets will not be issued if the Club has reason to suspect any incorrect activity having occurred in regards to Season Stadium Access Cards, Members Stadium Access Cards or match tickets.
3.7 Match tickets can be purchased via the Club website or dedicated telephone booking line. All tickets are subject to booking fees. Calls to 0844 numbers are charged at an average of 4.7p per minute from a BT landline. Charges from other networks and mobile operators may differ. Please check your provider for further details.
4. Cup Ties
4.1 The Club reserves the right to put on general sale any seats that are unclaimed by Silver Members by the closing date specified by the Club through its Communication Channels.
4.2 Platinum, Gold and Silver Members cannot claim any refund for any unused Cup Tie credits whether or not the Cup matches are actually played.
4.3 If the Club do not play either or both Home Cup games during the season then Platinum, Gold and Silver Members who renew for Season 2011/2012 will receive a loyalty reward as an appropriate credit to be determined by the Club in its reasonable discretion and by reference to the historic cost of Cup Tie tickets. Under no circumstances will cash refunds be made if either or both Cup Ties are not played during the Season.
4.4 Platinum and Gold Members are included in the home Cup Tie Ticket Guarantee Scheme and must be aware of the following conditions:
4.4.1 The Club will send an email to Platinum and Gold Members when their Home Cup Tie tickets have been processed and loaded on to their Season Stadium Access Card. However, it is the sole responsibility of the Platinum and Gold Members to keep their email address registered with the Club up to date.
4.4.2 The credit/debit card details that have been provided to charge the cost of the Season Ticket will be registered as payment details for all Cup Ties not included within the Season Ticket. As a result, these details must be kept up to date. The Club will attempt to contact the Platinum or Gold Member by email when encountering issues with a payment card alth?ugh 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 the Platinum or Gold Member fails to update their payment information the Club will not issue the home Cup Tie ticket and the Platinum or Gold Member's seat will be offered for sale for that particular home Cup Tie. If the payment details remain out of date for any subsequent home Cup Tie, it will be assumed that the Platinum or Gold Member wishes to cancel participation in the scheme and the conditions in clause 4.4.4 will apply.
4.4.3 It is not possible to opt out of the scheme for a particular home Cup Tie for any reason. In the event that the home Cup Tie ticket is not required by the Platinum or Gold Member for one of the first two home Cup Ties of the season, the ticket may be sold using the Ticket Exchange Scheme specified in clause 5 of these Terms and Conditions. After the first two home Cup Ties have taken place the usual seven day refund policy will be implemented, as outlined in 2.3.
4.4.4 If a Platinum or Gold Member wishes to cancel their participation in the home Cup Tie Guarantee scheme they must put their request in writing/via email and give 28 days notice of the likely date of the next scheduled home Cup Tie. Upon cancellation, 5 points will be deducted from their loyalty points and it will not be possible to opt back in to the scheme for the remainder of the Season. Silver Members may upgrade to the home Cup Tie Guarantee scheme at any time during the season however, once the season has commenced, no extra loyalty points will be awarded for doing so.
4.4.5 The Club will deduct funds from the registered card as soon as match details are confirmed. Subject to the Cup draw, the time of deduction may vary but will typically be four weeks before the day of the match.
4.4.6 The cost of additional Cup Ties will be drawn from the Club's match rate card unless notified otherwise of a different price.
4.4.7 Once funds have been successfully obtained for Platinum and Gold member's tickets, the relevant data will be loaded on to the members' Season Stadium Access Card. Access to the relevant cup tie will be gained by production of the Season Stadium Access Card at the turnstile, subject to the terms set out in section 2 of these Terms and Conditions.
4.4.8 Any Platinum, Gold or Silver member who has been relocated to an alternative seat due to any reasons set out in 2.10, they will be issued with a match ticket for the match(es) concerned.
5. The Ticket Exchange Scheme
5.1 Platinum, Gold, Silver and Bronze Members will be able to use the Ticket Exchange Scheme to sell tickets to home games they are unable to attend. The Ticket Exchange Scheme will be made available when a match has sold out.
5.2 If a ticket is sold through the Ticket Exchange Scheme, the following refunds will be credited:
75% of the ticket value for Silver Members
80% of the ticket value for Gold Members
85% of the ticket value for Platinum Members
5.3 In the event that the ticket remains unsold, no ticket rebate or refund will be issued. The Club can give no guarantee that the Ticket Exchange Scheme will be operated or that individual tickets will be sold at any time.
5.4 When a Season Ticket Holder releases their seat via the Ticket Exchange Scheme the Season Stadium Access Card will be de-activated for that specific fixture to prevent access to the stadium via the Season Stadium Access Card.
6. Away Season Ticket
6.1 The price of the Away Season Ticket element of One Hotspur Platinum is based on 21 away matches, plus a non-refundable service charge of £35. In the event that the total cost is less, the appropriate credit will be refunded at the end of Season. Likewise, if the Club requires additional payments towards the end of the Season, your credit/debit card will be charged prior to sending out the match tic?ets.
6.2 The seats allocated at the away game 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 Platinum Members you wish to sit with at away games. Tickets will be automatically dispatched to the Platinum Member's address.
6.3 Platinum Members are not able to apply for extra away tickets in addition to their Away Season Ticket unless the away tickets go on general sale.
6.4 Loyalty points for the away game will be allocated at the prevailing rate as and when they occur.
6.5 In the event that the away ticket allocation at a certain stadium is not sufficient to accommodate all of our Platinum Members, the tickets will be allocated based on the quantity of loyalty points held by the Platinum Member. To minimize the chance of this occurring, the Club has capped the number of Platinum Members to a maximum of 500. This number may be reviewed during the season.
6.6 Platinum Members will receive priority on away tickets in the event of away domestic Cup Ties. Platinum members can opt out of the Away Cup Tie Guarantee Scheme if they wish.
6.7 For the 2011/2012 Season the Away Cup Tie Guarantee Scheme will not apply for possible away matches in The UEFA Champions League and/or The UEFA Europa League. Platinum Members wishing to attend these matches must apply in the usual way for all season ticket holders. Tickets will be allocated in line with the Club's loyalty point system.
6.8 It is not possible to cancel the Away Season Ticket once the Season commences. No refunds can or will be given.
7. Season Ticket Waiting List
7.1 To be part of the Season Ticket Waiting List, you must be a One Hotspur Bronze Member. Priority will be given to supporters who were on the 2010/11 waiting list to maintain their position or move up the list should any supporters above them decide not to join One Hotspur Bronze.
7.2 If a supporter wishes to be adjacent to another supporter on the waiting list, they must apply for One Hotspur Bronze at the same time. If they are already on the waiting list and wish to be adjacent to each other on the 2011/2012 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 Members Office.
7.3 Only one seat will be granted to each person on the waiting list. Therefore a One Hotspur Bronze 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 Bronze Member is offered a Season Ticket, they will have 2 working days to decide if they wish to purchase it. In the event that it is purchased, £5 will be deducted from the cost of the Season Ticket and the Bronze Membership replaced with a Silver Membership. In the event that the Season Ticket is declined, the place on the waiting list will be retained and the place offered to the next eligible supporter on the waiting list. Only one offer per season will be made to Bronze members.
7.5 If Season Tickets become available to the Family North Stand, these will only be offered to Bronze Members who are accompanying Junior Bronze Members. The conditions outlined in 7.4 still apply.
7.6 Bronze Members will be notified of their position on the waiting list via Club channels.
7.7 A Bronze Member will be charged an annual administration fee of £5 to stay on the Season Ticket Waiting list, however membership of One Hotspur Bronze must also be maintained. If this does not happen by the published deadline, it will be assumed that the supporter no longer wishes to be on the waiting list and all supporters below them on the list will move up and the place will be taken.
7.8 The Club reserves the right to offer Season Tickets?as prizes for promotions from time to time. In addition, the Club will run these monthly draws where Bronze Members can win the chance to purchase a Season Ticket immediately.
8. Concession Tickets
8.1 The Club offers concession tickets in the Family North Stand and these are available to supporters who are either under 16 or over 65 years of age on August 16, 2011. When applying for a Junior or Senior Citizen Membership for any of the membership tiers, it is imperative that the Member provides proof of age with their application along with a photograph.
8.2 The concession membership card must be presented at the turnstile before access will be granted to the Stadium. Any adult Members attempting to gain entry with a concession ticket which they are not entitled to will face a ban from the Stadium and their membership being cancelled with no refund issued.
8.3 In the event that a concession Member is unable to attend a match it is possible to upgrade the ticket by visiting the Paxton Road Ticket Office and paying the difference between the concession and adult ticket price for the particular match. If a match has sold out to One Hotspur members only, a ticket can only be upgraded for use by another member.
8.4 Concessions will be required to present their membership card. Full price will have to be paid if the card is not presented.
8.5 The Club will, from time to time, carry out random checks within the North Stand 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 clause 8.2 above).
9. Loyalty Points
9.1 Loyalty points will be awarded to Members for joining either One Hotspur Platinum, Gold or Silver with additional points being awarded when attending away games or home Cup Ties (excluding the first two which are included in the Season Ticket offering). Bronze and Lilywhite Members will be awarded points each time they attend a match, home or away. The amount of points issued will depend on the grade of the game and will be detailed through the Club's Communication Channels. In determining the allocation of loyalty points (which is entirely at the Club's discretion), we take in to account a number of factors such as the relative attractiveness of the opposition, the competition, the stage of competition, the day of the week, the time of year, venue of the match, typical travel distances for the majority of our fans, and the availability of the match on live TV or Spurs TV Online internet streaming.
9.2 Loyalty points will count in the event when demand exceeds the allocation of tickets for matches away from White Hart Lane (e.g. Arsenal away or a Cup Final). The Club will clearly advise via the Communication Channels the number of loyalty points required to be able to apply for tickets to certain fixtures.
9.3 When loyalty points are used to allocate tickets for away fixtures, all Members must each have the required number of loyalty points individually, when applying for tickets in a group. Only the member of the group with sufficient loyalty points will qualify for a ticket. Contrary to previous seasons, tickets will NOT be issued based on the average number of points.
9.4 Members can check their loyalty point total by visiting the "My Account" page in the Ticketing section of tottenhamhotspur.com
9.5 The Club reserves the right to allocate away match tickets with official Club travel packages. In such circumstances, loyalty points may not apply.
9.6 Any queries relating to a member's loyalty 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.
9.7 Should a Member or Season Ticket Holder miss the date of renewal, they will be treated as a ?ew Member, with their loyalty points total returning to zero.
9.8 Loyalty points will only be awarded for tickets purchased via the Ticket Office, telephone lines or website. No points will be issued for tickets purchased at turnstiles.
9.9 Different loyalty point systems operate for Season Ticket holders and Bronze and Lilywhite members. In the event that a Bronze member secures a season ticket, the points gained as a member will be reset. Season Ticket holders will always have priority on tickets over Bronze and Lilywhite members.
10.1 In accordance with the Club's 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, confiscation of their Season Stadium Access Card or Members Stadium Access Card.
11. No Smoking
11.1 In accordance with the ground regulations smoking is not permitted at any time in any part of the Stadium complex.
11.2 Members acknowledge that if found in breach of clause 11.1 they may be liable to ejection from the Stadium and, in persistent cases, confiscation of their Season Stadium Access Card or Members Stadium Access Card without compensation.
12. One Hotspur Rewards
12.1 All Adult Members of One Hotspur will automatically have their credit/debit card or bank account number registered to One Hotspur Rewards, free of charge, unless they have chosen to opt out of Club mailings and communications. This will allow One Hotspur Members to accumulate Reward Points by using their registered card at a number of high street and online retailers (detailed by visiting onehotspurrewards.co.uk.).
12.2 Should a One Hotspur Member wish to opt out of One Hotspur Rewards, that may do so at any time by calling Rewards on 08700 81 00 00.
12.3 Full details of the benefits offered are available on the Club's official website, tottenhamhotspur.com
12.4 One Hotspur Rewards and Club Cash are governed by their own set of terms and conditions, which are available by visiting onehotspurrewards.co.uk
12.5 By becoming a One Hotspur Member you are agreeing to these terms and conditions of One Hotspur Rewards and Club Cash account.
The Club is registered under the Data Protection Act, 1998 and complies with the Act in all its dealings with your personal data. Your personal information will not be passed to a third party without your explicit consent.
The Club will keep your name, address, email address, phone numbers and other personal details including credit/debit card information 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.
Unless you advise us, we will also use your contact information to advise you of similar offers in the future. If you wish to register for additional offers from the Club, and have not already done so, please refer to the application form. If You have already registered for such additional offers and wish to change your preferences, just email details to or send a postcard with your details to The Data Controller, Tottenham Hotspur plc, FREEPOST NAT7219, Bill Nicholson Way, 748 High Road, Tottenham, London N17 0BR.
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.
You have a right to ask for a copy of your information and to correct any inaccuracies, please write or email to the addresses shown.
31 March 2011