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.
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 August 31. However, to ease the strain on our currently reduced work force, we ask that you try not to leave this to the last minute.
How is the outstanding balance on my Season Membership calculated?
The refundable value is calculated as a percentage of the total season membership price you paid. This is worked out in relation to how many games your season ticket allows vs how many games were left unfulfilled (three).
Can I split my balance across the three options?
Unfortunately not. We would love to accommodate flexibility, but this is not possible with the systems we have and the reduced workforce as a result of COVID-19.
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.
If I choose to donate, where will my money be going?
The money will be used to directly support Cardiff RFC when semi-professional rugby resumes.
If I choose to donate my refundable value, will I be rewarded in any way?
Yes. We are exploring a number of options to recognise and reward fans, who opt to ‘Support’ Cardiff RFC.
When can I expect my refund?
The redemption options for Season Members and match ticket purchasers are available until the end of August, once this deadline has passed, we will begin to process refunds. This is an extremely manual process and can take up to 6 weeks to complete with a limited workforce. Please allow for this time prior to contacting the Ticket Office regarding the state of refunds. Your patience is greatly appreciated.
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.
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.
Can I choose to be refunded to a different account than the one I used to purchase my Season Membership?
Currently, we are only able to make the refund payment through your original payment method.
What if I paid for my membership with cash, cheque or via a finance package (V12)?
If you have opted to receive a refund our Ticket Office will contact you as soon as possible to arrange a repayment method.
What if me and my associated members want to do something different?
You will need to contact the Ticket Office to explain how each individual member associated with the account wishes to redeem their remaining value. Please contact the Ticket Office here
Will my booking fees be refunded?
No, as part of the Ticketmaster refund, booking fees will not be refunded.
I have hospitality, what is the refund policy on this?
If you have a hospitality booking with us, you will be contacted by telephone to explain your various options. Members of our commercial team have now returned from a furlough on a part-time basis and will begin to contact all corporate clients.
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.
When are Season Membership renewals happening?
We are awaiting further information from the Welsh Rugby Union and ultimately the Welsh Government on the return of rugby below the professional game.
When might we be allowed back into the stands at Cardiff Arms Park?
The 2020/21 season may be impacted by Covid-19 and social distancing requirements. We are investigating all possible options to accommodate social distancing regulations and will do everything we can to be able to welcome you back to Cardiff Arms Park as soon as possible. We will provide further information in due course.
What if I have also purchased match tickets for the remaining games this season, how will the value of these be dealt with?
We will communicate directly with Match Ticket Purchasers in the coming days where we will outline the various options.