Cancellation and refund FAQs 2022

IF A MATCH IS CANCELLED, OR TAKES PLACE BEHIND CLOSED DOORS, WILL I BE ENTITLED TO A REFUND?
All those that have booked official hospitality packages for fixtures taking place at Twickenham will be entitled to a full refund in the event that they are cancelled or played behind closed doors. Money to the value paid in GBP will be refunded to the original payment source (and the only currency we deal with is GBP).

If you have paid by credit card which at the time of refund has expired, we would revert to a BACS payment, which for administrative reasons may prolong the time taken for the refund to be received.

IF I AM ENTITLED TO A REFUND, WHEN AND HOW WILL MONEY BE REPAID?
Customer refunds for card payments will be processed within five working days and may take up to a further five working days to appear in your account. Refunds made by BACS may take up to two weeks to be processed and can take up to a further three working days to appear in your account.

IF A MATCH IS CANCELLED, OR TAKES PLACE BEHIND CLOSED DOORS, WILL I BE ABLE TO TRANSFER MY BOOKING TO AN ALTERNATIVE MATCH?
All customers will be given the option to transfer to an alternative match subject to availability, refund the booking, or to hold the value of their booking on account for a full calendar year. You will be asked to choose the most suitable option for you if we have cause to contact you regarding a cancellation.

If transferring to an alternative match and the value of your existing booking is more than the value of the new booking we will offer you the option to refund the difference or issue you credit for a future match.

If transferring to an alternative match and you wish to opt for a package or table size of a higher value than your existing booking, we will issue you an invoice for the difference, of which payment will be required to secure the new booking.

IF, HAVING BOOKED, I OR MY GUESTS DECIDE AT A LATER DATE NOT TO ATTEND DUE TO CORONAVIRUS COVID-19 CONCERNS, WILL I BE ENTITLED TO A REFUND?
If the match goes ahead with a crowd but you are unable to attend for any reason, including due to concerns relating to Covid-19, then our usual booking terms and conditions will apply.

I BOOKED HOSPITALITY VIA AN OFFICIALLY APPOINTED RESELLER FOR AN EVENT THAT HAS BEEN CANCELLED. WILL I BE ENTITLED TO A REFUND?
In the first instance you will need to discuss this directly with the supplier in question. Officially appointed resellers are contractually obliged to offer a choice - either transfer to an alternative option or refund monies in full. If you have any problems in progressing your claim, please share details of the related correspondence with us and we will endeavour to discuss the matter directly on your behalf.

THE HOSPITALITY I HAD A BOOKING FOR HAS BEEN CANCELLED AND I’VE ALREADY MADE TRAVEL/ACCOMMODATION ARRANGEMENTS, ARE YOU GOING TO REIMBURSE ME FOR THIS?
You will need to get in touch with the hotel or transport provider that you booked with and request a refund direct. We are unable to reimburse you for any travel or accommodation arrangements.