Microsoft word - fwc_faq_en.docx
The Webshop FAQ has been compiled for your convenience, however all Hospitality Package sales remain subject to the Webshop Hospitality Sales Regulations
ONLINE REGISTRATION GUIDE Activating your Webshop account Q. What are the benefits of registering my details on this site? If you register on this site, you will be able to fully manage your account online, including the purchase and request of available products, amendment of account details and billing addresses, viewing of all purchases linked to the e-mail address, including those made via our Sales Agents, and receive updates relevant to your purchases. Additionally, should you indicate your consent, MATCH Hospitality will add you to our database and keep you updated on any offers, important developments or new products that may be of interest in connection with event hospitality packages. When you register your information and activate your account, we encourage you to consent to allowing MATCH Hospitality to share your contact details with our authorized Sales Agents, who will contact you with regards to your requirements. Q. What other third parties may receive my personal details if I consent to sharing them? If you tick the box agreeing that we may share your information with other third parties, in addition to the authorised Sales Agents in your country, MATCH Hospitality could share your contact details with a select group of companies who might contact you with information about their services, including travel and tourism products that they are offering in connection with the 2014 FIFA World Cup™. Some of these companies may be based in countries other than your own and might not offer the same level of data-protection as in your country. Because we value our customers and care about your privacy, if you want to change your communication choices at any time, please contact us via e-mail. The contact details are [email protected]
provisions included within the Sales Regulations for a description of how we use personal information obtained as a result of your purchase transaction. Q. Is it safe to submit information through the MATCH Hospitality online booking system? Yes, all transactions are carried out using secure server technology. Q. Can I register by mail or phone? No. Webshop registration must be done online and a valid e-mail address must be provided at the time of registration. All communication relating to Webshop purchases will be sent to you via e-mail. Q. I entered a valid e-mail address during the registration process, but I never received an account activation e-mail. What should I do? Your e-mail service provider may have filtered our e-mail into your spam or junk-mail folder, please check these folders first. In order to avoid this problem in the future, please add the Webshop e-mail address to your ‘Safe Senders List’, or the equivalent. If this is not the problem, please contact us at [email protected]
Q. How do I change my settings so that no third parties, other than MATCH Hospitality’s Authorised Sales Agents in my country, are given my data? Please contact us via e-mail at [email protected]
Your online Webshop account Q. Who is the Account Holder? The Account Holder is the individual who maintains and holds responsibility for the account with MATCH Hospitality. All communication regarding the account will be e-mailed to the Account Holder only. The Account Holder is responsible for keeping MATCH Hospitality informed of any changes to the initial billing and contact details provided. You may log in to your account to update contact information as needed, change your password or add/modify billing and shipping information. Q. How can I change the Account Holder’s name, country or e-mail address?
All Account information can be amended or changed by clicking on “My Account” which is found under the main navigation bar at the top of the page. Q. How do I update the credit card associated with “My Account”? We do not save credit card information, and therefore there is no need to update your account. For each purchase made on the Webshop, you will be prompted to supply valid credit card information specific to that transaction. Q. Can the billing and/or shipping information differ from the Account Holder information? Yes. During “checkout” please select the “Use different billing address” and/or “Use different shipping address” tick-box/s should you wish to specify alternative billing or shipping information. Q. How do I reset my password? You are able to reset your password by clicking on “My Account” and scrolling to “Account security details”. In order to change your password, please input your new password into the required fields and click “Password change”. Your password must be at least six (6) characters long in order for it to be accepted by the system.
MATCH Hospitality Newsletter Q. How do I unsubscribe to the Newsletter? To unsubscribe to our Newsletter, click the “unsubscribe” button found on the Newsletter you received, and you will be removed from our mailing list. If you have unsubscribed and are still receiving our Newsletter, please notify us directly at [email protected]
GUIDE TO ONLINE BOOKING How to purchase your MATCH Hospitality Package online Q. What is the step-by-step process when purchasing a Hospitality Package online?
1. Register or Login with existing details. 2. Select the “Packages” submenu. 3. Use the filter option and choose between:
Specify the quantity of packages you wish to purchase.
You will be directed to the Payment Page.
Fill in the required information fields.
Click on the tick box to accept the Terms and Conditions of purchase. Enter your credit card details.
Once your credit card has been processed and verified, an e-mail confirmation will be sent to the e-mail address you provided. An Invoice reflecting your payment will be issued to you directly via e-mail, as soon as receipt of full payment has been confirmed by our Finance department.
If you do not receive an e-mail confirmation, please contact us at [email protected]
Q. The Hospitality Package I wish to purchase has no option to “add to cart” but only has a “Request” button. What is the process when purchasing these packages? If a purchase made via the Webshop is too large to process online, or inventory needs to be made available in order to fulfil the purchase, you may be required to submit a Product Request Form by clicking on the “Request” button. Once you have clicked the “Request” button, a Product Request Form will automatically be submitted to the MATCH Hospitality Team on your behalf. You will also receive an e-mail confirming the Hospitality Products on request. If the purchase can be completed, a Proposal will be issued directly to you via e-mail by the MATCH Hospitality Team. In order for the Team to process your purchase, you will need to countersign the proposal/s and return them via fax or e-mail. All purchases will be subject to the Sales Agreement appended to the Proposal. Should the MATCH Hospitality Team not be able to process your purchase for any reason, an administrator will contact you directly with further detail via e-mail.
Q. Am I able to purchase Hospitality Packages without creating an account? No, you must create an account in order to purchase any products through the Webshop online. Q. Which MATCH Hospitality packages can I purchase online? You can purchase selected MATCH Hospitality packages made available on the Webshop. Certain products such as the MATCH Private Suite can only be requested online. The purchase will be finalised off-line with a Webshop Administrator, subject to availability. Q. Why do I only get a period of 20 minutes to process my order? In order to avoid congestion on the site, a period of 20 minutes is given for you to process your purchase. This 20 minute period is calculated from the time the first item is added to your shopping cart, and during which the product/s in your cart are reserved exclusively for you. Should your shopping cart time expire, you will be able to use the back button in your browser to return to the packages you originally selected for purchase. If the packages are still available, you will be able to “proceed to checkout” again to complete payment. Q. How can I view my online bookings? Once you have registered your details and created a login, you will be able to access your account and view any online bookings which you have made under “Proposals/Quotations”. Q. Is the package price per person or per section? This depends on the MATCH Hospitality Package you purchase. MATCH Private Suite Hospitality Packages are sold per Suite. Bossa Nova Studio, MATCH Business Seat, MATCH Pavilion and MATCH Premier Hospitality Packages are priced per person per series. Q. What is the minimum number of packages I am required to purchase? All products, except the MATCH Private Suite, can only be purchased in the following quantities: 4, 6, 8, 10, 12, 14, 16, 18, 20, 22, 24, 26, 28, 30, 32, 34, 36, 38 or 40. All purchases remain subject to availability.
Q. Is there a limit to how many packages I can purchase? The maximum number of packages you can purchase on the Webshop is 40 packages in total. For requests larger than 40 packages, please contact [email protected]
FIFA may have to approve any purchases of over 40 packages from one company/individual for one match. MATCH Hospitality reserves the right to split up groups within the stadium. Q. Can I purchase Hospitality Packages for sweepstake, contest, auction or charitable use? No, this is strictly prohibited. Q. I hear that the stadiums are still under construction. What happens if the size of the suite I have purchased changes? If a Customer purchases Hospitality Packages which incorporate the right to use an entire Suite, and the capacity of the Suite must be changed for any reason, or the location of the Suite must be changed so that it is of a different price category as a result, the price payable in respect of such Hospitality Packages may be subject to a corresponding increase or reduction of the price payable by the Customer pursuant to the Sales Agreement, calculated by reference to the price list available for review by the Customer on the Webshop, prior to purchase. In the event of any reduction, MATCH Hospitality will credit the difference to the Customer and if there is any increase the Customer shall be invoiced to pay the additional amount or have the right to receive a refund in respect of the relevant Suite. MATCH Hospitality will endeavour to notify the Customer of any changes as soon as is possible. Q. When is my order confirmed? For direct purchases made online, purchases are immediate and you will receive a confirmed Proposal via e-mail detailing your order, as soon as the online credit card payment has been successfully processed. Your online acceptance of the Sales Regulations forms a binding contract with respect to the products you ordered in accordance with the applicable Sales Regulations. For purchases which have been requested online via a Product Request Form, subject to product availability, a Proposal will be issued to you by a Webshop Administrator off-line via e-mail. Once you have signed the Proposal and returned it to MATCH Hospitality via fax or e-mail, MATCH Hospitality will return the countersigned Proposal back to you via e-mail. This countersigned Proposal is a
binding contract reflecting that your order has been confirmed. Q. Are there any allowances for bodyguards? MATCH Hospitality will not be able to provide any accreditation to customers for their bodyguards, hostesses or staff. Everyone accessing the suites and hospitality areas must have their own Hospitality Package.
Location of Hospitality Packages/Suite location and seating arrangements Q. What are the seating arrangements in the shared suites/lounges? Seating in the Bossa Nova and Business Seat lounges will be reserved. Open seating will apply in the Pavilion category, where there will be tables of varying sizes. Groups must be prepared to share large tables. Premier category packages will include a casual/standing service. Please refer to the “Categories” section for more detailed information. Q. Can I choose my exact seat locations for the match tickets included in my Hospitality Package at the time of purchasing a Hospitality Package? Exact seat and row numbers will not be assigned at the time of purchase. Seats will be allocated in the area specified in the “Product Description” applicable to your purchase. As indicated in the Sales Regulations, product category and seat allocation decisions will not become final until 2014 while stadia construction/renovation projects are on-going. Any drawings or diagrams included as part of the Product Description are approximate depictions, not actual, and should not be considered definitive. Each Stadium and Match will be configured differently. Q. Will I be able to request a change of seat assignment? MATCH Hospitality will make every effort to allocate suitable seats according to your needs. However, you will not be able to change your seat locations once they have been assigned. Q. For applicable products, how will the Suites be allocated? With regard to Suite allocation, orders will be processed on a first-come, first- serve basis within the respective price zones. Your order will be dealt with according to the date of receipt.
Q. Can I be guaranteed a particular Suite in a particular location? As indicated in the Sales Regulations, product category and seat allocation decisions will not become final until 2014 while stadia construction/renovation projects are on-going. Any drawings or diagrams included as part of the Product Description are approximate depictions, not actual, and should not be considered definitive. Each Stadium and Match will be configured differently.
Purchasing Team Specific Series (TSS) Hospitality Packages Q. I want to buy a TSS3 Pavilion for Austria, why is the package not available online? If your team is not displayed in the “Choose your Team” section and you would like to purchase a Team Specific Series, please e-mail the Webshop Team directly at [email protected]
Q. If I buy a Team Specific Series seven (TSS7) and the team is knocked out in the Quarter-finals, for example, what would happen with the rest of the Hospitality Packages in my series? If you have purchased a TSS 7 and the team you have selected is eliminated at any stage of the competition, the Hospitality Packages for the remaining matches in your Series will be changed to those taking place in Rio de Janeiro (except for the Semi-final, for which you will receive Hospitality Packages for the match in Belo Horizonte). Q. For the Team Series 1 (TSS1) products, (Single Group Phase Matches), can I choose different teams/matches? In other words, can I purchase a variety of Single Match Packages for different teams? Yes. When choosing Team Specific Series 1 (TSS1) packages, you are able to choose either the first, second or third game of the team of your choice playing during the preliminary group stage matches, or alternatively a combination including two or all three of the preliminary group matches. Furthermore, this can be done for one, or more teams, subject to availability.
Payment information Q. Is full payment required upon purchase for Hospitality Packages order online? Yes, full payment is required at the time of purchase.
Q. Can I split the payment between multiple credit cards? No, purchases cannot be split across multiple credit cards. Should you wish to purchase a Hospitality Package and make payment via wire transfer, please send an e-mail detailing your request to [email protected]
and a Sales Administrator will contact you directly. Q. How can I pay for my Hospitality Packages? In which currency? Products purchased directly from the Webshop must be paid for by credit card at the time of purchase. Products reflected in an off-line Product Request Form can be paid for by credit card or electronic bank transfer. We ask for proof of payment in each case to be able to track the payments made by each customer. The status of payments can be checked online on the hospitality portal/webshop. Only Brazilian customers may pay in their local currency, REAIS. All international customers outside of Brazil must pay in USD. Invoices for these customers will be issued by MATCH Hospitality AG from Switzerland, and will be subject to the International Sales Regulations and requirements. Invoices for customers within Brazil will be issued by MATCH Hospitality Serviços Ltda, from Brazil, and will be subject to Domestic Sales Regulations and requirements. Q. Why can’t I pay with a payment card other than Visa? VISA is a global Partner of FIFA and has an exclusive relationship with MATCH Hospitality for all online Webshop purchases. If you are not able to purchase your MATCH Hospitality Packages online using a VISA card, and cannot gain access to one, please e-mail [email protected]
for further information on how to complete your purchase. Q. My Credit Card limit is below USD 10 000 and I can’t order my package, how can I solve this problem? You will have to contact your bank, requesting them to increase your limit to be able to purchase you desired package, or alternatively please contact the Webshop Team on [email protected]
to arrange a wire-transfer. Q. What alternative ways can I pay for packages from the Webshop, other than Credit Card? Please contact the MATCH Hospitality Webshop Team at [email protected]
and provide full detail on the products you wish to purchase, and a Sales Administrator will contact
you directly. Q. Is VAT applicable/refundable? Please confirm the planned VAT/Sales Tax treatment of hospitality services and tickets? There are no exemptions regardless of the domicile. Applicable VAT and Sales Tax will be reflected on the Invoice.
Cancelling, reselling and transferring Hospitality Packages Q. What is the cancellation policy accompanying any commitments I make for MATCH Hospitality products? All purchases are final. Do not place an order if you do not yet know if you want to fully pay for and use the Hospitality Packages ordered. With the exception of the TSS products purchased before qualification is confirmed, and for which a refund is provided if your team does not qualify at all to compete in Brazil (please read the Sales Regulations for details), orders may not be cancelled. For products reflected on Purchase Request Forms submitted to MATCH Hospitality, if the product is available and a Proposal is issued, this signed Proposal is a binding contract and you will be required to comply with the applicable terms. All online purchases are immediate. Your online acceptance of the Sales Regulations forms a binding contract with respect to the products you ordered in accordance with the applicable Sales Regulations. Q. Can I re-sell the packages I have purchased? The re-sale of Official Hospitality Packages and Official Match Tickets is strictly prohibited. Q. Can I exchange packages? No, this is not possible.
Receiving your Ticket, Hospitality Kit and Parking Pass Q. How do I receive my Match Ticket? Hospitality Kits which include Individual Match Tickets will be shipped directly to you at the “Shipping Address” specified in “My Account” information. Your Individual Match Ticket will have your seating number printed on it, as well as all other applicable match information. Customers are responsible for ensuring that the correct shipping address with postal code and phone number is entered into the system, if deliveries will be made directly to them. Customers are also responsible for ensuring full payment has been received by
MATCH Hospitality to ensure timely delivery. TREAT YOUR TICKETS WITH CARE AND KEEP THEM IN A SAFE LOCATION AT ALL TIMES! Due to security concerns, neither MATCH Hospitality nor FIFA will be able to issue duplicate Tickets, because duplicate Tickets could result in more spectators entering the Stadium than the Stadium could safely accommodate. Neither MATCH Hospitality nor FIFA will be liable for any lost or damaged Tickets or late delivery caused by malfunction or interruption of delivery services. Altering or damaging Tickets may result in entry to a Stadium being refused. Q. What is a Hospitality Kit? Each Hospitality Kit will contain an Individual Match Ticket, as well as an information brochure providing further detail relevant to your hospitality experience. Q. Won’t I need a special pass to access the Hospitality area? Your Individual Match Ticket will provide you with access to the stadium, as well as the Hospitality area applicable to your Hospitality Package. You will receive further Hospitality identifiers, such as a wrist band, when you arrive at your hospitality area, as well as the commemorative gift/s (subject to the Hospitality Package you purchased). Detailed information on how to locate your hospitality area within each stadium, will be provided within the information brochure shipped to you as part of the Hospitality Kit. Q. How do I request my parking pass? Parking arrangements for hospitality customers are subject to availability and not yet finalised. Parking passes must be specifically requested in writing and will be allocated on the basis of one automobile space per Match for every four Hospitality Packages purchased, per Match. Further detail on parking arrangements will be made available in due course. Q. Can I change or add my Shipping Address after a purchase order has been submitted? Yes, you will be able to change the Shipping Address until shipment of the Hospitality Packages has started. Once shipping has started,
the Webshop will not allow you to modify the Shipping Address in the “My Account” section. Q. Can I have my Hospitality Packages shipped to someone else’s address? Yes. During “checkout” please select the “Use different shipping address” tick-box in order to specify the address you would like the Hospitality Package to be shipped to, or change the Shipment Address in the “My Account” section. Q. If I have purchased Packages in a separate order, will they all be sent in the same shipment? With the exception of last-minute purchases made once shipment has started, all packages purchased under the same account will be shipped in the same shipment. Q. Do customers have to provide names of their guests to MATCH Hospitality? If so, how and when? Upon request, you may be required to provide MATCH Hospitality and/or any third parties authorised by FIFA with full details relating to the identity of each guest. This may include guest information such as name, passport/identity card numbers, nationality and date of birth. Furthermore, if requested by MATCH Hospitality, you may be required to provide information where each guest has had a Ticket specifically allocated to them, by Ticket number, or by block, seat or row number. Q. Will I be able to purchase additional Hospitality Packages once I am in Brazil? Information on last-minute Hospitality Purchases will be made available closer to the event, subject to availability.
Advertising your company or brand Q. Can I advertise my company/brand in the private suite I have purchased? No. No lounge, suite or area can be branded. All branding rights are reserved for FIFA’s partners and sponsors exclusively. Q. Can I use my Hospitality Packages in advertising campaigns relating to my company? No. Hospitality Packages may not be used for any commercial
purposes including promotions and advertising, prizes in competitions or sweepstakes. Hospitality Packages are for the private use of yourself and your privately invited guests only, and may not be commercialised.
Special dietary requirements Q. How do I notify MATCH Hospitality of any special dietary needs? You will need to specify any special dietary requirements in writing to MATCH Hospitality at [email protected]
to ascertain whether your requirements can be accommodated.
Transportation Q. Does my Hospitality Package include ground transportation provided by MATCH Hospitality or its Sales Agents? No, all transportation must be arranged either by yourself or via the appointed Sales Agent in your territory, at an additional cost and in a separate transaction to the purchase of the Hospitality Packages.
Unauthorised hospitality sales Q. I have been approached by a company, other than MATCH Hospitality, that is offering hospitality packages and tickets for the 2014 FIFA World Cup™. How do I know if they are authorised to do so? MATCH Hospitality is the only company worldwide that is officially authorised by FIFA to offer and guarantee ticket inclusive hospitality packages for any matches of the FIFA World Cup™ directly or through its appointed Sales Agents. Click here for a complete list of our authorised Sales Agents. Packages sold outside of MATCH Hospitality and our authorised Sales Agents cannot include: (a) events or hospitality services at or within the official stadia grounds, including car parks and designated approach areas, and/or (b) most importantly, legitimate match tickets. MATCH Hospitality works with a very select group of Sales Agents. Your peace of mind is guaranteed by the fact that you have a direct connection to the official rights holder, MATCH Hospitality. If you have received an offer for hospitality from any company which is not an authorised Sales Agent of MATCH Hospitality or does not direct you to MATCH Hospitality to complete the sale, the company is not authorised to sell match tickets or stadium hospitality. Why risk your reputation, when you can protect your investment and guarantee your FIFA World Cup™ pleasure by only buying Official Hospitality Packages? Please beware
of such offers, and report companies to: [email protected]
USING YOUR OFFICIAL HOSPITALITY PACKAGE Attending the match/s using your hospitality package/s Q. Is there a possibility that we bring our own stewards to the Hospitality areas? MATCH Hospitality will not be able to provide any accreditation to customers for their hostesses or staff. Everyone accessing the suites and hospitality areas must have their own Hospitality Package. Q. What provisions are there for wheelchair users? Limited numbers of spaces are available in each stadium for wheelchair users. Spaces will be allocated on a first-come, first-serve basis. Customers who require wheelchair assistance or access to wheelchair facilities should notify MATCH Hospitality prior to the purchase of the Hospitality Package. Following the purchase of the Hospitality Package/s, if a person requires such facilities, MATCH Hospitality should be notified as soon as possible, so that all reasonable efforts can be made for these provisions. Wheelchair facilities remain subject to availability. Q. What type of entertainment is provided in the village facilities for customers? Entertainment programmes will be confirmed nearer to the tournament but could include live entertainment, videos, games, artist performances etc. Q. How long before kick-off will the Private Suites be accessible by guests? This has not yet been decided by FIFA. MATCH Hospitality will provide this information as soon as possible. For the previous FIFA World Cup™, Suites were accessible to guests approximately three (3) hours before kick-off. However this decision will be made closer to the events by FIFA, in view of traffic and security considerations. The decision will be publicly announced at the time it is made. Q. Where is the best place to meet my guests? The best place to meet your guests is within the hospitality area. Our hostesses will escort you and your guests to your table upon arrival.
Ticket only purchases Q. Do you have any information on Ticket availability for the general fan? Will Ticketing be an exclusive programme like Hospitality or is it more open and competitive? Tickets for the 2014 FIFA World Cup Brazil™ cannot be purchased, pre-ordered or reserved at the present time (sales are most likely to start via fifa.com in August 2013). FIFA will publish all the relevant details and information once ticketing arrangements have been finalised. For further information please visit: http://www.fifa.com/worldcup/organisation/ticketing/index.html
Complaints Q. To Whom do I communicate an issue or complaint? Please direct all complaints in relation to the Webshop to [email protected]
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