Allgemeine Geschäftsbedingungen
MATCH TICKET TERMS & CONDITIONS
Last Updated: July 2026
1. INTRODUCTION
These Match Ticket Terms & Conditions ("Terms") apply to all tickets issued by Southend United Football Club ("the Club") for home fixtures at Roots Hall Stadium.
By purchasing, accepting, using or attempting to use a Match Ticket, each supporter agrees to be bound by:
· These Match Ticket Terms & Conditions.
· The Club's Ground Regulations.
· The Club's Customer Charter.
· The Club's Fans Code of Conduct.
Any applicable competition regulations issued by The Football Association, the National League, FIFA or UEFA.
Entry to the Ground constitutes acceptance of all applicable policies and regulations.
The Club reserves the right to amend these Terms where reasonably necessary to reflect changes in legislation, football regulations or operational requirements.
2. DEFINITIONS
For the purposes of these Terms:
Club means Southend United Football Club.
Ground means Roots Hall Stadium and all land owned, occupied or controlled by the Club.
Match means any football fixture or event covered by these Terms.
Ticket means any physical, digital, mobile, print-at-home or electronic admission issued by the Club.
Season Ticket means a ticket granting admission to multiple fixtures as specified by the Club.
3. PURCHASING TICKETS
Tickets may only be purchased through:
1. Southend United Football Club via the BTMK Box Office.
2. The Club's Official Ticketing Platform (tickets.southendunited.co.uk).
The Club cannot guarantee the validity of tickets purchased from unauthorised third parties.
Any supporter purchasing a Ticket confirms that:
· They are legally entitled to purchase the Ticket.
· The information provided is accurate.
· They agree to these Terms.
· They are authorised to accept these Terms on behalf of every person for whom they purchase Tickets.
The Club reserves the right to refuse or cancel any booking where fraudulent activity or misuse is suspected.
4. TICKET PRICING
Ticket prices are determined by the Club and may vary depending upon:
· Competition.
· Fixture category.
· Seating location.
· Age category.
· Membership status.
· Promotional offers.
All published prices include VAT where applicable.
Booking fees or transaction charges may apply where clearly communicated before purchase.
5. CONCESSIONARY TICKETS
Concessionary tickets are available only to supporters who meet the eligibility criteria determined by the Club.
Current concession categories include:
· Senior (63+)
· Young Person (17–22)
· Junior (9–16)
· Child (8 & Under)
· Disabled Supporter (subject to eligibility)
· Emergency Services (subject to eligibility)
· Armed Forces & Veterans (subject to eligibility)
Age categories are determined as of 1 August immediately preceding the relevant football season unless otherwise stated.
The Club reserves the right to request proof of age or eligibility at any time.
Failure to produce satisfactory evidence may result in:
· Payment of the outstanding ticket price.
· Refusal of admission.
· Removal from the Ground.
Knowingly purchasing or using an incorrect concession Ticket may result in disciplinary action by the Club.
6. CHILDREN
In accordance with National League Regulations:
Children aged 13 years and under must be accompanied at all times by a responsible adult aged 18 years or over whilst attending the Ground.
Under-14 Tickets may only be purchased by an adult aged 18 years or over.
Children remain the responsibility of the accompanying adult throughout their visit.
The Club reserves the right to refuse admission where these requirements are not met.
Children aged two years and under who do not require their own seat may be admitted free of charge where permitted by the Club.
7. FAMILY ENCLOSURE
Where designated by the Club, Family Areas are intended to provide a safe, welcoming and enjoyable environment for families with children.
Within Family Areas:
· Every adult must be accompanied by at least one child.
· A maximum ratio of two adults to one child applies unless otherwise authorised by the Club.
· Adult-only bookings are not permitted.
Supporters using Family Areas are expected to behave appropriately at all times.
The Club operates a zero-tolerance approach to abusive, offensive or inappropriate behaviour within Family Areas.
Supporters failing to comply may be relocated or removed from the Ground.
8. ACCESSIBLE TICKETING
Southend United Football Club is committed to providing accessible ticketing for disabled supporters.
Accessible ticketing is available in accordance with the Club's Accessibility & Disabled Supporter Charter.
Supporters who qualify under the Club's Accessible Ticketing Policy may be eligible for:
· A concessionary ticket.
· A complimentary Personal Assistant ticket where eligibility criteria are met.
· Designated wheelchair viewing positions.
· Accessible seating where available.
Eligibility must be verified before tickets are issued.
Supporters should allow sufficient time before Matchday for applications to be processed.
9. ONLY BLUE & TICKET PRIORITY
Where applicable, priority windows for ticket sales shall operate in accordance with the Club's published Ticketing Policy.
Unless otherwise announced, priority will be granted in the following order:
1. Season Ticket Holders who are active Only Blue Members.
2. Season Ticket Holders.
3. Active Only Blue Members.
4. General Sale.
To qualify for a priority window as an Only Blue Member, supporters must have held an active Only Blue membership for a minimum of three months before the relevant priority window opens. Supporters who do not meet this qualifying period will be eligible to purchase during the General Sale window.
Priority windows do not guarantee ticket availability.
The Club reserves the right to amend sales windows where operationally necessary.
10. TICKET OWNERSHIP
All Tickets remain the property of Southend United Football Club at all times.
The Club reserves the right to:
· Cancel Tickets.
· Withdraw Tickets.
· Suspend Ticketing accounts.
· Refuse admission.
Where Tickets have been obtained or used contrary to these Terms.
Supporters may be required to produce proof of identity together with their Ticket upon request by a steward, police officer or authorised Club official.
11. USE OF TICKETS
Tickets are issued solely for the personal use of the supporter named on the booking, where applicable.
Tickets must not be:
· Copied or duplicated.
· Altered or defaced.
· Used for any commercial purpose without the Club's prior written consent.
· Used in breach of these Terms or the Ground Regulations.
Tickets may only be transferred where expressly permitted by the Club or through an official Club ticket resale or transfer scheme.
The Club reserves the right to refuse admission where there are reasonable grounds to believe a Ticket has been copied, altered, transferred or otherwise misused.
12. UNAUTHORISED ENTRY & TICKET FRAUD
Unauthorised entry to a designated football match is a criminal offence.
Supporters must not:
· Attempt to gain entry without a valid Ticket.
· Tailgate another supporter through a turnstile or entry point.
· Use a forged, counterfeit or altered Ticket.
· Use a Ticket they are not entitled to use.
· Attempt to gain entry by deception or impersonation.
Any supporter suspected of ticket fraud or unauthorised entry may:
· Be refused admission.
· Have their Ticket cancelled immediately.
· Be removed from the Ground.
· Be reported to the police.
· Be subject to Club disciplinary action.
· Be referred for a Football Banning Order where appropriate.
No refund will be issued where admission is refused due to ticket fraud or unauthorised entry.
13. DIGITAL & MOBILE TICKETS
Where issued, digital or mobile Tickets remain subject to these Terms.
Supporters are responsible for ensuring:
· Their device is sufficiently charged.
· Their Ticket is available for inspection upon arrival.
· Their screen is not damaged to the extent that the barcode or QR code cannot be scanned.
The Club cannot guarantee admission where a supporter is unable to present a valid Ticket due to device failure.
Where reasonably practicable, the Club may assist supporters experiencing technical difficulties, although this cannot be guaranteed on Matchday.
14. LOST, STOLEN & DAMAGED TICKETS
The Club is not responsible for lost, stolen or damaged Tickets.
Replacement Tickets may be issued at the Club's absolute discretion.
Supporters requesting a replacement Ticket may be required to:
· Produce photographic identification.
· Provide proof of purchase.
· Complete any verification process required by the Club.
The Club reserves the right to refuse to issue replacement Tickets where fraud or misuse is suspected.
Replacement charges may apply in accordance with the Club's published pricing.
15. SEASON TICKETS
Season Tickets remain the property of Southend United Football Club.
Season Ticket Holders are responsible for ensuring their Season Ticket is kept safe and used in accordance with these Terms.
Misuse of a Season Ticket may result in:
· Suspension.
· Withdrawal.
· Cancellation without refund.
· Loss of associated benefits.
Where the Club operates an official Ticket Exchange or Ticket Resale Scheme, Season Ticket Holders should use that platform where they are unable to attend a fixture.
16. ADMISSION
Admission to the Ground is subject to:
· Possession of a valid Ticket.
· Compliance with these Terms.
· Compliance with the Ground Regulations.
· Compliance with any reasonable instruction issued by a steward, police officer or authorised Club official.
The Ground operates a no re-admission policy. Supporters who leave the Ground during a Match, for any reason, will not be readmitted, except in exceptional circumstances at the Club’s absolute discretion.
Supporters arriving more than 30 minutes after the advertised kick-off time may have their admission delayed or refused. Any decision regarding late admission is at the discretion of the Club’s Control Room and is applied for reasons of safety, security and crowd management.
A valid Ticket does not guarantee admission where:
· The Ground has been closed on safety grounds.
· The Ticket has been cancelled.
· The Ticket has been obtained fraudulently.
· The supporter fails to comply with the Ground Regulations.
· Admission is refused for reasons of safety or security.
17. MATCHDAY CONDUCT
By attending a Match, supporters agree to conduct themselves responsibly and respectfully.
All supporters must comply with:
· The Ground Regulations.
· The Fans Code of Conduct.
· Any reasonable instruction issued by stewards or Club officials.
Supporters must sit in the seat allocated to them on their Ticket for the duration of the Match and must not move to, occupy or stand in any other seat or area of the Ground without the Club’s authorisation. Standing in seated areas is not permitted, and persistent standing, or occupying an unauthorised area, may result in intervention by stewards, relocation within the Ground or removal from the Ground.
The Club operates a zero-tolerance approach towards:
· Violence.
· Threatening behaviour.
· Harassment.
· Discrimination.
· Racist, sexist, homophobic or other discriminatory abuse.
· Damage to Club property.
· Pitch incursions.
· Pyrotechnics.
· Smoke bombs and flares.
Breaches may result in removal from the Ground and further disciplinary action.
18. POSTPONED, ABANDONED & REARRANGED FIXTURES
The Club cannot guarantee that any Match will take place on a particular date or at a particular kick-off time.
Fixtures may be:
· Rearranged.
· Postponed.
· Delayed.
· Abandoned.
· Cancelled.
This may occur due to weather conditions, safety concerns, broadcasting requirements, competition regulations or circumstances beyond the Club's reasonable control.
Where a fixture is postponed, rearranged or abandoned, the Club's refund, exchange or transfer policy shall apply in accordance with the Customer Charter and any specific guidance published for that fixture.
The Club shall not be liable for any consequential losses, including travel, accommodation or other associated costs, except where required by law.
19. REFUNDS, EXCHANGES & TICKET EXCHANGE
Unless otherwise required by law, Match Tickets are non-refundable.
The Club may, at its absolute discretion, offer a refund, exchange or account credit in exceptional circumstances.
Where a Match Ticket is eligible for exchange or credit, this will be communicated by the Club at the relevant time.
Booking fees and transaction charges are non-refundable unless required by law.
Where the Club operates an official Ticket Exchange or Ticket Resale Scheme, supporters should use that platform if they are unable to attend a fixture.
Tickets purchased through unofficial resale channels will not be refunded, exchanged or replaced by the Club.
20. TICKET RESALE
Tickets may not be:
· Resold for commercial gain.
· Auctioned.
· Offered through unauthorised resale websites.
· Used for advertising, promotions or competitions without the Club's prior written consent.
The Club reserves the right to:
· Cancel any Ticket offered for sale in breach of these Terms.
· Refuse admission to the holder of such a Ticket.
· Suspend or close the ticketing account of any supporter found to be abusing the Club's ticketing system.
Where applicable, supporters wishing to resell their Ticket should do so only through the Club's official resale platform.
21. MATCH ABANDONMENT & CANCELLATION
Should a Match be abandoned or cancelled, the Club will determine any refund, exchange or credit arrangements in accordance with the Customer Charter and any applicable competition regulations.
Any arrangements announced by the Club will be final.
Refunds or credits must be claimed within any published deadline.
Failure to claim within the advertised period may result in the entitlement expiring.
22. DATA PROTECTION
The Club processes personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Personal information collected during the purchase of Tickets may be used for:
· Ticket fulfilment.
· Customer service.
· Safety and security.
· Fraud prevention.
· Compliance with football regulations.
· Marketing communications where consent has been provided.
Further information can be found within the Club's Privacy Policy.
23. PHOTOGRAPHY & FILMING
By entering the Ground, supporters acknowledge that photographs, video recordings and audio recordings may be taken.
These may be used by:
· Southend United Football Club.
· Accredited media organisations.
· Football governing bodies.
· Broadcast partners.
· Commercial partners acting on behalf of the Club.
· Recordings may be used for editorial, promotional, marketing, historical and commercial purposes.
Parents, guardians or accompanying responsible adults attending with children under the age of 18 shall be deemed to have provided consent on the child's behalf where permitted by law.
24. LIABILITY
The Club accepts no responsibility for:
· Loss, theft or damage to personal property.
· Travel or accommodation costs incurred as a result of fixture changes.
· Consequential or indirect losses arising from postponed, delayed or cancelled fixtures.
Nothing within these Terms excludes or limits liability where it cannot lawfully be excluded.
25. BREACH OF THESE TERMS
Where a supporter breaches these Terms, the Ground Regulations or any other applicable Club policy, the Club may take one or more of the following actions:
· Refuse admission.
· Remove the supporter from the Ground.
· Cancel any Match Ticket or Season Ticket.
· Suspend or terminate Club Membership.
· Suspend access to the Club's ticketing system.
· Withdraw priority ticketing benefits.
· Commence the Club's disciplinary or banning process.
· Report the matter to the police or relevant football authorities where appropriate.
Each matter will be considered on its individual circumstances and investigated fairly before any long-term sanction is imposed, except where immediate action is necessary for safety or security reasons.
26. FORCE MAJEURE
The Club shall not be liable for any failure to perform its obligations under these Terms where such failure arises from circumstances beyond its reasonable control, including but not limited to:
· Severe weather.
· Fire.
· Flood.
· Industrial action.
· Government restrictions.
· Public health emergencies.
· Acts of terrorism.
· Civil unrest.
· Utility failures.
· Decisions made by football governing bodies.
27. GOVERNING LAW
These Terms & Conditions shall be governed by and interpreted in accordance with the laws of England and Wales.
Any dispute arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
28. CONTACT
Questions relating to these Terms & Conditions should be directed to:
Southend United Football Club
Roots Hall Stadium
Victoria Avenue
Southend-on-Sea
Essex
SS2 6NQ
Email: tickets@southend-united.co.uk
The latest version of these Terms & Conditions will always be published on the Club's official website.
These Match Ticket Terms & Conditions take effect from July 2026 and apply to all Match Tickets issued by Southend United Football Club.
Purchasing or using a Ticket constitutes acceptance of these Terms.