Terms & Conditions

Season 2019

Membership Terms and Conditions

All 2019 Canberra Raiders (Club) memberships are subject to the following terms and conditions and apply from receipt of your membership payment to 31 October 2019.

PURCHASING A MEMBERSHIP

Memberships can be purchased:

  • Online – visit weareraiders.com.au
  • Over the phone – call 1300 4 Raiders (1300 472 433)
  • In person –  at Raiders HQ, 2 Eade Street Bruce or at select events
  • Via renewal/application form – returned to Raiders Membership Team, PO Box 3315, Belconnen Business Centre ACT 2617

Office hours are Monday to Friday 9am – 5pm (excluding public holidays, Christmas shutdown period and game days).

The Club reserves the right not to accept any membership application in its absolute discretion and will not process any application form which is incomplete.

Payment Options

All membership prices are GST inclusive unless otherwise stated.

Members with outstanding debt from previous seasons are not eligible to renew/apply for membership for subsequent seasons until all outstanding debt has been paid.

Payment options include:

  • In full, upfront – available for all membership packages
  • Part payments (up to 10 monthly installments) –  available for full season memberships only

A confirmation email confirming payment has been processed will be sent via email within 48 hours of your purchase.

Rolling Raiders

We are taking the hassle out of renewing your membership. The Rolling Renewal plan enables you to automatically renew your membership from year to year.

  • If you pay your membership fees by AMEX, Mastercard or Visa credit or debit card online, unless you elect to opt out of Rolling Renewal plan, you authorise the Club to automatically renew your membership each season into the same seat (if applicable) and package (or a reasonably comparable package) and to deduct the applicable membership fees from the relevant card used to purchase your previous membership.
  • If you have purchased your membership at a discounted rate, your membership will be placed on the automatic renewal for the following season at the full price of the membership.
  • You acknowledge that the membership fees may increase from season to season. The Club will provide reasonable prior notice of any changes to membership fees.
  • Prior to the rollover, members will receive written notice via email and/or letter that details the pricing for the following season. Members can choose to opt-out during this 14-day opt-out period or at any time during the season by contacting the Membership Team.
  • It is your responsibility to ensure the credit or debit card details provided are correct, including notification of should the expiry date change. It is also your responsibility to ensure sufficient clear funds are available on the nominated account on each scheduled installment date, and that all contact details are correct at all times.

Payment Option 1 – In full, upfront

The in full, upfront payment option will be deducted upon receipt of your 2019 membership application.

Methods of payment include:

  • Credit card – VISA, Mastercard, AMEX (VISA Debit card and Debit Mastercard also accepted)
  • Cash/EFTPOS – accepted at Raiders HQ or select events only
  • Cheque/Money Order – payable to Canberra Raiders Pty Ltd

In full, upfront payments made via credit or debit card are deducted automatically and will appear on your banking transaction within the same day as ‘Raiders Membership’.

If your payment declines, we will contact you to arrange an alternate form of payment. Any fees levied to you by your financial institution, including for dishonored cheques, will be payable by you.

Payment Option 2 – Monthly Part Payments

The part payments option is applicable on a monthly payment plan from September 2018 to June 2019.

  • Methods of payment include VISA, Mastercard, AMEX (VISA Debit card and Debit Mastercard also accepted).
  • Payment will comprise an initial deposit – this amount is payable at the time you sign up and will vary depending on the month you join, with the balance to be paid in equal installments until the final payment scheduled in June 2019.
  • Applications received before the 8th October 2018 will have the equivalent of the first installment charged at the time of application/renewal.
  • Applications received on or after the 9th October 2018 will have the number of required payments deducted immediately upon receipt of application/renewal to bring them up to date with the fixed schedule. Subsequent monthly installments will then be taken at each specified date.
  • Installment payments will be deducted on the 2nd Tuesday of each month (or the next business day if this falls on a public holiday) via a nominated credit or debit card
  • Installment dates cannot be changed, but additional payments can be made online at any time by the member. Refer Fixed Payment Schedule for payment dates.
  • By electing to pay by installments, you authorise the Club to debit from your nominated credit or debit card for the amounts advised to you at the time of application or renewal.
  • If any future payment fails to transfer between institutions, further attempts will be made throughout the month to clear the funds until successfully processed. The member may be contacted via email, SMS or phone to advise of any failed payments.
  • It is your responsibility to ensure the credit or debit card details provided are correct, including notification of should the expiry date change. It is also your responsibility to ensure sufficient clear funds are available on the nominated account on each scheduled installment date, and that all contact details are correct at all times.
  • If an installment payment is returned or dishonoured by the financial institution, you will be notified for immediate payment. Any fees levied to you by your financial institution will be payable by you.
  • The Club may suspend or cancel your membership if on two consecutive occasions your payment is dishonored by your financial institution. You will be notified via email or letter if the Club suspends or cancels your membership. Please note that at least 24 business hours will be needed to reinstate your membership once payment is received.
  • If your membership is suspended or cancelled, all membership benefits including, but not limited to access to Club games and pre-sale ticket windows will be suspended.
  • All members who choose to pay via installments must have their membership paid in full by the 11th June 2019. Any members who fail to pay the balance by this date risk having their membership voided and barcodes canceled immediately. Any installments paid, or monies collected, prior to that date cannot be refunded.
  • If you believe that a payment has been initiated incorrectly, contact the Membership Team. If you are correct and if we cannot substantiate the reason for drawing, you will receive a full refund of the withdrawal amount.
  • Should the Club be unable to obtain payment of overdue money after making every reasonable attempt then the debt may be referred to a credit reporting/debt collection agency for recovery of any monies owed.
  • Any additional administrative or other fees incurred by the Club to engage a credit reporting/debt collection agency will be payable by you.

Fixed Schedule

Next fixed schedule payment dates (not including any initial payments) are as follows:

  • Tuesday 9th October 2018
  • Tuesday 13th November 2018
  • Tuesday 11th December 2018
  • Tuesday 8th January 2019
  • Tuesday 12th February 2018
  • Tuesday 12th March 2019
  • Tuesday 9th April 2019
  • Tuesday 14th May 2019
  • Tuesday 11th June 2019

MEMBERSHIP CLASSIFICATIONS

It is the responsibility of each member to ensure they are eligible for their membership category at the time of renewing or purchasing each season.

Any member found to be ineligible in their current membership may have their membership category changed and the difference in price charged to their account.

Junior

To qualify as a junior member, juniors must be 16 years of age or under as of 1 March 2019. Name of junior and date of birth are compulsory for all junior memberships.

Children 0 – 4 years may enter Raiders home games for free, but must be seated on the lap of an accompanying adult. Children 5 years and over must have their own ticket.

Concession

Concession prices apply if you have a Full-time Student Card, Seniors Card or Pensioners Card. Appropriate proof of concession must be available for display upon ground entry.

Members are able to upgrade a Junior and/or Concession membership to a higher classification for individual games by purchasing the upgrade at the box office on game day.

Family

Family memberships must be purchased in multiples of one adult and one junior i.e. one adult and one junior, two adults and two juniors etc.

Companion & Special Needs

The Club recognises the Companion Card program. Companion card holders are eligible for complimentary entry to Raiders home games at GIO Stadium Canberra, however, are ineligible for member benefits unless paying as a member.

On presentation of a companion card, an additional member card in the name of the companion cardholder will be issued to the companion free of charge. For seating preferences to be considered, including the need for wheelchair seating and/or carer/escort seats, they must be noted at the time the membership is purchased.

Appropriate proof of concession must be available for display upon ground entry.

MEMBERSHIP PACKAGES

All membership packages, inclusions and benefits are subject to availability.

Membership packages are determined by the membership classification (i.e. adult/junior/concession etc.) and if applicable the number of games and location of seating as outlined in the package description.

Memberships purchased after the first home game will not be sold on a pro-rata basis, unless advertised as such, and will be charged at the prices listed on weareraiders.com.au or as promoted.

Memberships include:

  • Full all season packages – access to all Raiders home games at GIO Stadium Canberra
  • Part season packages – access to a select number of Raiders GIO Stadium home or away games, as per package benefits
  • Supporter packages – no access to Raiders home or away games

All full season packages are based on a regular NRL Season which includes all home games at GIO Stadium. All dates, times, participating teams and venues of Raiders games relating to the 2019 NRL Season Draw will be available at raiders.com.au once determined by the NRL and are subject to change.

Reserved Seating

Members with reserved seating will be allocated a dedicated seat for all Raiders home games at GIO Stadium Canberra.

General Admission Seating

General admission members are not allocated a dedicated seat. Instead, general admission members will have access to sit in any seat in the general admission area for the select number of Raiders home or away games as outlined in their package description.

Access to general admission seating is on a first-come, first served basis subject to availability. The earlier you arrive, the more seating options you will have.

Your access to matches is not guaranteed. Access is subject to capacity and the Club recommends you arrive early in order to guarantee entry, particularly at high demand games. The Club will do what it to provide you entry at high demand games but it cannot guarantee it.

Non Access

Non-access memberships including but not limited to Supporter, Junior Green Brigade and Baby memberships, do not include access to any Raiders games.

RESERVED SEAT ALLOCATIONS

Same Seat Cut-Off

  • 2018 reserved seat members have a priority renewal period until 31 October 2018 to retain their allocated seat at GIO Stadium Canberra for season 2019.
  • Renewing reserved seat members who renew their membership by 31 October 2018 will be automatically allocated their membership seat at GIO Stadium Canberra for season 2019.
  • 2018 reserved seat members looking to change to different seating are strongly encouraged to renew during the renewal period and then allow themselves the best opportunity to secure one of the best seats available when the seat change window opens.
  • Renewing members without a reserved seat looking to upgrade and new members are strongly encouraged to renew or join by 31 October 2018 and then allow themselves the best opportunity to secure one of the best seats available when the seat change window opens.
  • Renewing members that do not renew by 31 October 2018 will relinquish their membership seat.

Seat Change Window

  • A seat change window will open shortly after 01 November 2018 after the same seat cut-off renewal period has ended and will close by 12 November 2018
  • Members will be notified via email of the seat change window, instructions and deadlines prior to its commencement and will have the opportunity to select alternate seating themselves online, subject to availability.
  • During the seat change window, all un-renewed seats will be made available, first to renewing members looking for a seat change or upgrade, followed by a release to new members looking to upgrade their seat selected at the time of sign up.
  • If members change their seating during the seat change window either online or via the Membership Team their 2018 seat will no longer be available to them.
  • Members who renew or join by 31 October 2018 and choose not to select an alternate seat during the seat change window will retain their 2018 seat or seat selected at time of sign up for season 2019.
  • Members who believe they will require assistance to change their seats during the seat change window can do this by requesting a call back.
  • All reasonable attempts will be made to contact members during the same seat window for those who have requested a call back to discuss seat preferences before any seats are changed; including alternate options, if any preferred seats noted are unavailable. If you are part of a group of members looking to move, please ensure your group nominates one person to receive the call back and manage the seat change or upgrade on behalf of the group.
  • Where a member is displeased with their allocation, the Membership Team will attempt to work towards a solution with the member.

GIO Stadium Parking

Traffic management and car park operations for all Raiders home games at GIO Stadium are managed by the venue. Visit giostadiumcanberra.com.au for more information.

Parking space is limited and is subject to availability, for each home game. We encourage members to arrive early to avoid disappointment. If parking spaces remain available in the Reserved Parking area 30 minutes prior to kick-off, these spaces will be released for General Public Parking.

MEMBER CONDUCT

As ambassadors for the club, we ask all members to respect fellow fans and conduct themselves in a manner that reflects our Club values – courage, respect, integrity and professional. This includes:

  • Abiding by the relevant conditions of use of the Club’s web or social media sites.
  • Abiding by the conditions of entry to GIO Stadium Canberra at canberrastadium.com.au
  • Respecting that opposition fans have an allegiance to their own club and welcome all fans to our home venue.
  • Not abusing or using bad language towards fellow supporters, away supporters, players or officials.
  • Understanding that anti-social behaviour causing offence by words, actions or intoxication will not be tolerated.
  • Understanding that we have a zero tolerance policy towards racism and discrimination for any member that racially vilify players, officials, staff and/or other spectators or supporters.
  • Advising security, police or game day staff of inappropriate or poor behaviour so the matter can be dealt with promptly.

The Club reserves the right to suspend or cancel a membership or restrict access to game days or events for such a period as it shall see fit for any member who behaves in a manner deemed to be inappropriate.

PRIVACY POLICY

All personal information will be used and may be disclosed, by the Club (including for promotional and marketing purposes) in accordance with the Club’s Privacy Policy found at raiders.com.au

MEMBER COMMUNICATION

By joining as a member and providing us with your personal contact information you will be automatically subscribed to receive communication via email, phone, SMS and mail. Email is our primary method of communication to members and includes but is not limited to up to date Club and membership news, game day and event information as well as any pre-sales or promotion offers.

Please ensure your contact details are kept up to date at all times so we can communicate with you effectively. Should you not wish to receive communication from us via these methods, please contact the Membership Team or alternatively if you wish to update your email subscription preferences you can do so by logging in to your Raiders MyAccount at weareraiders.com.au

MEMBER FEEDBACK

We are committed to a consultative process with our members. We will take on board feedback received from members including from surveys and research conducted by the NRL and will seek to conduct our own member survey(s) so we can continue to improve our membership offerings for our members.

MEMBER SUPPORT

We recognise the importance of good customer service and will strive to provide this to all members and supporters seeking to become members. To do this we will:

  • Be friendly, courteous and professional in our approach
  • Be well informed, so that we are able to help you
  • Do all that we can do to continually improve the options we provide for members
  • Acknowledge/respond to emails, phone calls and letters within timescales
  • Introduce ourselves to you
  • Call you back when we say we will
  • Strive to ensure that your experience with us is a positive one

To discuss any membership related enquiries, we ask that you:

  • Call us – on 1300 4 RAIDERS (1300 472 433)
  • Request a call back – at weareraiders.com.au
  • Email us – at membership@raiders.com.au
  • Visit us – in person at Raiders HQ, 2 Eade Street Bruce, Canberra or at select events
  • Visit us – at Raiders home games at the Membership/Corporate collection and enquiries window, adjacent to the Box Office (West/East entries)
  • Write to us – at: Raiders Membership Team, PO Box 3315, Belconnen Business Centre ACT 2617

If you phone us, we will always endeavour to answer your call right away. Should all our team members be busy at the time of your call, a Raiders representative will be happy to take down your details and pass them onto the team.

We will strive to respond to any query within 24-48 business hours, however during peak periods a response may take longer than expected. We ask that you be patient during this time as we endeavour to get back to you as soon as possible.

If we do not meet our customer service standards of performance, then feedback is welcomed either by phone, email or letter. Should you lodge a complaint; this will be escalated to the most appropriate manager and will be addressed as promptly as possible. The feedback you provide us, both bad and good, will help to improve our services going forward.

LOST OR STOLEN MEMBERSHIP CARDS

Membership cards remain the property of the Club. If you’ve lost your ticketed membership card, please contact the Membership Team and we can provide you with instructions on how to access an electronic version of your members’ card to enable game day access as per your ticketing entitlements.

If a replacement card is preferred, we can upon request issue a replacement card, once payment of the replacement card fee ($15) has been received.

CANCELLATIONS, REFUNDS AND EXCHANGES

The Club reserves its right to cancel a membership without a refund where that member is deemed by the Club in its absolute discretion to have breached these terms and conditions.

Membership applications will be processed as received and cannot be withdrawn once processed. The contents of the membership brochure and accompanying forms were correct at the time of printing and the Club, under no circumstances, takes responsibility for any omissions, errors or changes to benefits and inclusions that may occur.

Granting of refunds either in full or partially is wholly at the discretion of the Club. Cancellation fees may apply.

FREQUENTLY ASKED QUESTIONS

All details outlined in the Frequently Asked Questions also form part of the terms and conditions.

VARIATION TO TERMS AND CONDITIONS

The Club reserves the right to vary these terms and conditions as may be reasonable necessary from time to time in its absolute discretion.

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