Effective June 15, 2023
While we cannot guarantee a refund of your ticket and hospitality purchase with Groundhopper Soccer Guides, we will do everything possible to get you one if requested, and we commit to 100% transparency about the process.
Game Days and Times Can Change
When the day and time of a game (the “Fixture”) is first announced, that information is subject to change. In most cases, this means moving to another time on the same day or to a day or two earlier or later. On a few occasions it can mean moving to a different week. This is particularly true in the Premier League but could apply to any game.
We will make this clear if it applies to your game(s), and we will tell you when we anticipate the day and time being final. Fixtures are generally made final and official a few weeks before the game, and we will tell you when this happens.
For this reason, if your schedule is not flexible, you may want to wait until the fixture is set before making your purchase.
If the fixture does change after you make a purchase, your tickets will be good for the new fixture. If the new event date is unsuitable for you, then we are unable to offer a refund unless we receive a refund from the broker or the club – which virtually never happens.
We will do our best to keep you informed regarding any schedule changes, but ultimately it is your responsibility to verify the game date and time.
If You Cannot Attend the Game After Making a Purchase
If you are unable to attend a game after you have bought tickets or hospitality from us, we will do our utmost to get you a refund. We will do this by making them available to other current and potential customers of Groundhopper Guides. If the tickets resell, we will refund what we receive for them to you, up to the amount that you paid, minus a 10% service fee.
- We reserve the right to offer your tickets at a lower price than you paid.
- Once the tickets have been dispatched for your game, we will be unable to resell them.
- Once you confirm you cannot attend the game, we will not send you the tickets.
- It is against UK law for you to resell tickets on a third-party platform.
- If you arrange another buyer for the tickets, that sale needs to go through us.
If something completely unforeseen, such as a global pandemic, the weather, or a fan protest reschedules a game to a fixture you cannot attend, we are unable to offer a refund unless we receive a refund from the broker or the club.
If a game is moved or postponed for any reason, then your ticket(s) will be valid for the new date. If you are unable to attend, the terms listed above under If You Cannot Attend the Game After Making a Purchase would apply.
If you are unable to attend the game because of any travel-related complications, you do not qualify for a refund. In that case, the terms listed above under If You Cannot Attend the Game After Making a Purchase would apply.
If you decide not to go to the game because of any travel-related complications, you do not qualify for a refund. In that case, the terms listed above under If You Cannot Attend the Game After Making a Purchase would apply.
Effective Date of this Policy
Any purchase made with Groundhopper Soccer Guides on or after the effective date of this policy is subject to this Refund and Cancellation Policy. If the policy changes after the purchase is made, then the purchase is subject to the policy that was in effect on the date of purchase.