Refunds and credits: FAQs

19 June 2020

Further to our announcement of our process for refunds and credits in relation to the 2019/20 season we have constructed some answers to some questions that we expect you may have.

Will my credit expire?

No, credits will remain on your Bath Rugby account going forward. Your credit can be used on any future game or ticket purchases you make with the Club.

What can I use my credit on?

Season ticket renewals will automatically use the credit you have remaining in your account. Credit can also be used against any future ticket purchases or vouchers.

What is the cash refund deadline?

The cash refund process will remain open from Monday 22nd June until 5pm on Friday July 31st. Any unclaimed cash refunds after this point will remain in your account as a credit.

Why will it take 15 working days to process my cash refund?

This is to ensure that we can securely, effectively and correctly process all refunds whilst our team work remotely from home.

How will I be refunded?

For matchpay tickets:
All refunds will be automatically placed through Ticketmaster back onto the card that the booking was made on.

This will be processed on the same day and can take up to fifteen working days to reach your account.

If your refund “bounces” e.g. because the card you used to buy your ticket(s) has expired we will be notified and we will endeavour to contact you as quickly as possible to process the refund manually.

For Season ticket holders:
If you request a cash refund, our refunds team will contact you via phone. They will need your current and up to date card details in order to process your refund. They will ask for this detail on the call.

WHAT HAPPENS IF I DIDN'T RECEIVE AN EMAIL?

Please contact the ticket office on 01225 536 900 to find out your personal credit amount. You can choose how to manage your credit by completing the form below.

MANAGE YOUR CREDIT

I am a 10-game season ticket holder how many games will I get credited?

You are entitled to two games worth of refunds. One for London Irish (21st March) and on for Worcester Warriors (9th May).

I am a nine-game student season ticket holder how many games will I get credited?

You are entitled to two games worth of refunds. One for London Irish (21st March) and on for Worcester Warriors (9th May).

How much credit will I receive?

You will be emailed directly on Monday 22nd July with the details of your personal credit amount.

I booked my ticket with another provider for The Clash – What do I do?

We are not able to control what other sellers do, however, once we have confirmed that our refund process is live, all third-party sellers are alerted. You will then need to contact your ticker seller to apply for your refund.

Ticketmaster: visit help.ticketmaster.co.uk
RFU: visit englandrugby.com/tickethelp 
Little Bird: email customerservice@littlebird.co.uk

Will my match pay booking fees BE refunded?

No. As part of the Ticketmaster refund, booking fees will not be refunded. This is due to the automated refund process not allowing booking fees to be processed for matchpay tickets.

When are SEASON TICKET renewals happening?

Premiership Rugby 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.

It is our intention to open season tickets for renewal in late July.

What will the season ticket for 2020/21 package look like?

Whilst details regarding the 2020/21 season have not yet been finalised by Premiership Rugby, we can confirm the following:

  • Prices for all renewals will be frozen at 2019/20 rates and we will guarantee refunds for any portion of your season ticket that we are unable to deliver due to Covid-19
  • We will not be hosting The Clash at Twickenham next season which means we will have an extra Gallagher Premiership game at the Rec for you to enjoy
  • We will be offering a longer renewal window than usual so you have plenty of time to decide and, if you are unable to commit for 2020/21, we will hold your seat for you and give you first right of refusal for the 2021/22 season

When might we be allowed back into the stands at the Rec?

The 2020/21 season may be impacted by Covid-19 and social distancing requirements.

We are working with a venue solutions specialist to map our stadium seating plan against various social distancing scenarios, to determine how this might impact capacity at the Rec and the location of your seats.

We are hopeful that by the time 2020/21 kicks-off, we will be able to welcome all of you to the Rec, and we will provide further information when we open the 2020/21 renewals.

What is happening to the remaining games for 2019/20?

Premiership Rugby is targeting 14th August for the recommencement of the 2019/20 season.

At this stage it is not confirmed whether those games will be at the Rec, or whether there will be the opportunity to welcome reduced numbers of supporters to games.

Will the Clash happen next year?

We will not be hosting The Clash at Twickenham next season which means we will have an extra Gallagher Premiership game at the Rec for you to enjoy.

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 how the refund process will work.

If you have any questions, please contact our team on hospitality@bathrugby.com.

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.

If I signed up to The Clash Ale House Bar, will I have the additional payment refunded?

Yes, this will be automatically refunded to your account. This refund will be issued to the original card used for the transaction and will take up to fifteen working days to reach your account.

How can I reclaim coach travel costs for The Clash?

Please contact Centurion Travel on 01761 417 392 or email info@bathrugbytransport.co.uk


Further information from Centurion Travel can be found here.

How can I reclaim parking I bought for The Clash? 

The RFU are in the process of refunding these costs so you should expect to see the funds in your account soon.

More information can be found directly from the RFU website.

DOES MY PERSONAL CREDIT INCLUDE CREDIT FROM TICKET EXCHANGE? 

No, the personal credit stated in your email is just the pro rate value of your season ticket. If you would like to find out your credit from ticket exchange please contact the Ticket Office on 01225 536 900 or email tickets@bathrugby.com.

What happens if I cannot see the credit in my account? 

You cannot view your credit online, if you have questions regarding credit please contact the Ticket Office on 01225 536 900 or email tickets@bathrugby.com.

 

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