CUSTOMER SERVICE

Customer service contact is Sarah Smith, the Club's Assistant Administrator who is contactable Monday to Friday 9.00am till 5.00pm and 9.00am to 5.00pm Saturday home match days.

In her absence, the contact person will be Christian Hough, Acting Assistant Club Secretary.

All written queries will be acknowledged within 72 hours and, where possible, responded to within 10 working days. The acknowledgement and response will usually be by letter or 'e'mail.

STAFF CONDUCT

All members of staff will always endeavour to maintain a positive profile whilst representing the Club. This will be achieved by dedication and commitment towards achieving success on and off the field of play and will include:

- the establishment and maintenance of a sound, ethical and effective administration system conducive to a successful professional Football Club.

- continued improvements to the quality of services to the supporters of the Club.

As a football club we concur with the Football League's Anti-Discrimination Policy.

The Club is committed to developing and maintaining a lasting relationship with its customers and sponsors.

CONSULTATION AND INFORMATION

The Club publicises at its discretion, its position on major policy issues in the Club Match Programme, on the official Club website and in the local press.

The Club gives the earliest possible notice of any changes to its ticketing policy together with reasons for the changes.

TICKETING - click here to visit the 'Ticketing' section of the Official Website.

Pricing

The Club strives to offer supporters a reasonably priced ticket facility, within the constraints of League and cup rules, with reductions as appropriate.

The Club also operates a short term, interest-free instalment plan for the purchase of Season Tickets and now offers fans the option of a credit plan, paying by 10 monthly instalments, through an independent finance company.

Allocation

At least 5% of tickets are made available to non Season Ticket holders for each home game.

Concessions

Reduced price tickets are available to junior supporters (U16s), U19s, Senior Citizens and family groups. Concessionary prices are also available to students in full-time education (on production of a valid Student ID card).

Note: Senior Citizens are deemed aged 65 or over for men and women. Junior supporters are aged under 16, ie once their 16^th birthday is reached an U19 price is applicable and once their 19^th birthday is reached, an adult price is applicable.

The Club provides ID cards for those wishing to purchase concessionary tickets. Fans must produce a form of ID (passport, birth certificate) plus a passport-sized photograph to the Ticket Office and they will then be provided with an HUFC ID card. These cards must be used when purchasing any concessionary tickets from the Ticket Office throughout the season and also should be shown at the turnstile.

The Club provides the Family Enclosure, situated in the Cyril Knowles Stand for the exclusive use of family groups and junior supporters.

U19 concessions are available in all areas of the ground, except the Family Enclosure.

The Club has also introduced an U16 Season Ticket, allowing unaccompanied children to purchase a discounted Season Ticket for any home area of the ground.

For information on support and ticket prices for disabled spectators and their carers, please contact Sharon Precious, Ticket Office Manageress.

All home fans purchasing a match ticket will be required to register with the Club's ticketing database.

Loyalty and Membership Schemes

The Club gives priority to Season Ticket holders on the pre-purchase of all cup and Play-off tickets.

Away matches

The Club's supporters are allocated tickets for away matches, on the basis of Season Ticket holders first, followed by a voucher system where applicable, or proof of attendance at away games and then general sale. The home club determines the cost and availability of these tickets.

Cup competitions

Tickets for cup matches are priced after consultation between both clubs and any Football League/Football Association rulings and are offered to Season Ticket holders first.

Returns/refunds

The Club does not normally offer refunds for any match tickets not used but would consider it under very exceptional circumstances (death, serious illness etc with suitable proof).

If a match is postponed before kick-off, but the supporter has paid and entered the ground, ticket holders are entitled to free admission to the rearranged game.

If a match is abandoned after kick-off, but before half-time, spectators are entitled to half price admission to the rearranged fixture.

However if the match is abandoned after the commencement of the second half, no refund will be made.

Proof of original ticket purchase must be retained and produced to the Club upon request for any of the above re-entry requirements.

ACCOMMODATING AWAY SUPPORTERS

The Club abides by Football League Regulations governing the allocation of tickets to visiting clubs.

The Club does not charge admission prices to supporters of a visiting club, which are higher than those charged to our own supporters for comparable accommodation. In particular our concessionary rates are also offered to senior citizens and junior supporters of a visiting club providing the required ID is provided.

MERCHANDISE

The Club endeavours to ensure that all home team kit designs shall have a minimum lifespan of two seasons, and the away strip one season. However, the Club cannot guarantee this as several factors including change of shirt sponsor and supply of shirts may be outside of the Club's control.

Details of the next intended strip change, when decided by the Club and/or main sponsor, will be advised to supporters on the Club Website.

The Club carries out its obligations under Football League Regulations to prevent price fixing in relation to the sale of replica kits.

The Club offers replacements on faulty merchandise. Refunds would be considered in extenuating circumstances upon production of the relevant shop receipt and/or under any legal requirements.

Contact the Club Shop on 01429 260491 for more details.

Click here to visit the Official Club Shop Online.

COMMUNITY ACTIVITIES

The Club is committed to encouraging children to play and watch football, through our Football in the Community Scheme. Click here for further details 

The Club aims to increase attendances by issuing free tickets to local organisations through the Hartlepool Borough Council Safe Soccer Scheme and direct through contact with local organisations and schools.

Updated June 2007.