SCHEDULE 1 - Merchandise
Personalised Merchandise
The Club may create personalised merchandise for its members, subject to the following provisions:
· All designs for such personalised merchandise must be submitted to the Supporters’ Liaison Officer for approval prior to production. Arsenal will use reasonable endeavours to respond to requests for approval of samples within 10 working days. If Arsenal requires any changes to the merchandise, the Club must ensure that such changes are made before the merchandise goes into production.
· Designs must only include the Supporters’ Club crest (the Logo) and not use the Arsenal crest or any player imagery. Designs may include wording relating to an event (specific match or tour).
· Personalised merchandise is restricted to T-shirts, sweatshirts, flags, badges, keyrings and caps.
· The units of merchandise produced are restricted to the number of members within the Club.
• Any personalised merchandise produced may only be sold or distributed to the members and may not be sold or distributed to the general public, whether for financial gain or otherwise.
• Personalised merchandise must not include any wording or images which are likely to bring the Arsenal brand into disrepute (for example offensive language or derogatory comments about other teams).
SCHEDULE 2 – Ticket Requests
How to request tickets
· Ticket requests must be placed via the Ticket Manager section of the Extranet.
· For Premier League matches, ticket requests should be placed approximately 10 weeks prior to the match. For Champions League and Cup Matches, ticket requests should be placed as soon as possible after the relevant draw has taken place. Closing dates for ticket requests will be specified when matches are added to the Ticket Manager section of the Extranet.
· All ticket requests are subject to availability and Arsenal is not able to guarantee that ticket requests will be fulfilled.
· It is important that the persons who are able to access the Extranet on behalf of the Club visit the site on a regular basis to ensure closing dates are not missed.
· English Supporters’ Clubs will need to provide Silver Membership Numbers with their ticket request - please ensure that you have the prior written consent of the owners of the Silver Memberships for such use.
Payment for tickets
· To obtain tickets the Club must register credit card details either by faxing them to the Supporters’ Liaison Officer on 00 44 (0) 207 704 4150 or by telephone 00 44 (0) 207 704 4949.
· The credit card details are stored securely and will automatically be used to take payment for match tickets. If there is a problem and a credit card payment cannot be authorised, this may result in a considerable delay before the tickets are issued. If the problem is not rectified in sufficient time prior to a match, the tickets allocated to the Club may be released and resold.
· Payment for tickets is taken from the relevant credit card when the tickets are issued by the Box Office (approximately 5/6 weeks prior to a match). Clubs must ensure that sufficient credit is available on the relevant credit card to meet the payment.
· The Club cannot provide credit card details from the individual members for whom the Club is applying for tickets and ask for payment to be split. It is the responsibility of the Club to meet the payment for tickets and to then obtain payment from their members.
Records of tickets issued
· The Club is responsible for keeping a record showing the Block, Row and Seat Number of every ticket issued to them and the name and membership number of the member the ticket has been allocated to.
· These records must be kept for the whole season and may not be destroyed until 3 months after the date of the last match. This information can be requested by Arsenal at any time following receipt of a complaint or in light of checks that take place at the Stadium.
· PLEASE REMEMBER THAT TICKETS CAN ONLY BE ALLOCATED TO MEMBERS OF THE CLUB – THEY ARE NOT FOR THE USE OF THEIR FRIENDS OR FAMILY.
Collection Arrangements
· Tickets must be collected on match day from the South West Collection Office, situated opposite Turnstile S. The Office opens approximately two and a half hours before kick-off and tickets must be collected at least 30 minutes before kick-off. Photographic proof of identity will be required and the person collecting must state their name and the name of the Supporters’ Club the tickets were issued to. Failure to provide such details may result in Arsenal withholding such tickets.
· Please ensure that members are not directed to the Box Office when collecting tickets as this will result in great confusion, as the Box Office will have no record of them having been issued tickets. (The vast majority of tickets will be sent by post to the Ticketing Officer of the Supporters’ Club).
Duplicate ticket requests
· If duplicate tickets are required, a request for such duplicate tickets must be made by either the Ticketing Officer or one of the Committee Members at the Club. Members should not contact Arsenal directly.
· Duplicate tickets will only be provided when notification is received by an Official from the Club, stating the Block, Row and Seat Number(s) and giving details of the circumstances giving rise to the request. A charge of £10 per ticket is applicable for the provision of duplicate tickets, and payment will be taken from the Club’s stored credit card.
· Any duplicate ticket request should be sent by e-mail to [email protected] if possible or, if at short notice, by telephoning the Supporters’ Liaison Officer on 00 44 20 7704 4949. PLEASE DO NOT CONTACT THE BOX OFFICE.
Security in the Stadium
Members of Supporters’ Clubs sitting in seats allocated to the Clubs must have their Supporters’ Club Membership card with them. Spot checks will be made to ensure that those using the tickets are members of the Supporters’ Club to whom the ticket was issued. Failure to produce a Membership Card could result in the person being removed from the Stadium and action subsequently taken against the Club. Supporters’ Clubs are responsible for making their members aware of this requirement.
Queries regarding ticket requests
· If members have any queries relating to tickets issued to the Club, they should contact the Supporters’ Club rather than make direct contact with Arsenal. The Club can then raise the relevant query with the Supporters’ Liaison Officer at Arsenal either by e-mail ([email protected]) or by telephoning 00 44 207 704 4949.
SCHEDULE 3 – Guidelines regarding the Club Website
· Use of the Arsenal crest is strictly prohibited – the Club should use the personalised Supporters’ Club Logo only (in accordance with paragraph 7 of these Guidelines).
· The Club may not allow any company or individual to advertise on the Club Website and the Club Website may not be operated for financial gain.
· The Club Website should contain a direct link to Arsenal.com on its homepage.
· The Club may only use images available in the File Store section of the Extranet on the Club Website.
· The Club may incorporate up to 5 stories per week from Arsenal.com into the Club Website, provided that the content is credited to Arsenal.com and a link to the Arsenal.com website is provided.
· The Club may also include, on the Club Website, quotes from and summaries of articles in the Arsenal Magazine and/or the match day programme, provided that the source is specified to be the Arsenal Magazine or the match day programme (as appropriate) and the story is followed by a subscription advertisement. Clubs may not include any such articles in their entirety.
· The Club may not reproduce any content from Arsenal Player on the Club Website.
· The Club is responsible for ensuring that their site is not offensive or derogatory of Arsenal or its employees, and that it does not breach any applicable rules, regulations or guidelines.
· Arsenal reserves the right to take appropriate remedial action in the case of non-conformance of the requirements specified in the Website section of the Handbook.
SCHEDULE 4 – Facebook and Twitter policy
Arsenal Supporters’ Clubs are permitted to operate a Social Media profile using the Arsenal Soccer Schools name and logo, under the following guidelines. These accounts can be linked to the [insert website] website for your region. Arsenal reserve the right to withdraw this authorisation and require that any social media profile set up by a Supporters’ Club be closed, for any reason and in their sole discretion.