Terms and conditions
Last updated on Friday 4 September. Version 1.0.
1. Who we are
Football Surprise has its registered office at [address], entered in the Belgian Crossroads Bank for Enterprises under number 1043237968.
You can reach us at [email protected] and on +32 493 45 46 09. We answer e-mail within 3 working days.
2. What these terms apply to
These terms apply to every order of a Football Surprise box and of every gift card through our website. By completing your order you accept them.
You must be at least 18 years old to order.
With your order we keep the version of these terms that applied at that moment. Later changes have no effect on orders already placed. You receive the terms as an attachment to your confirmation e-mail, so that you can keep them.
3. What you are buying
You are buying a surprise box. It contains tickets for one football match, together with the reveal of that match, practical information and (depending on the club and the chosen package) extras.
What makes this product special: you only find out which match it is when you open the box. That is the heart of what you are buying and not a shortcoming on our part. You set the conditions within which we search (article 6); we decide which match it becomes within those conditions.
What we guarantee per package is stated on the website with that package. Extras described there as possible but not guaranteed are not part of the agreement. We add them when the club offers them on the day.
4. The capacity in which we act
The tickets in your box are sold in the name and on behalf of the club concerned, which has authorised us to act for that purpose. The agreement about access to the match is concluded between you and that club; we act as its authorised seller.
What you agree with us is the service around it: selecting a match within your conditions, putting the box together and delivering it.
On your order confirmation we state separately:
the price of the tickets, as set by the club;
our fee for the box, the selection and the organisation.
For everything concerning the match itself (access, rules, cancellation) the terms of the club concerned apply as well.
5. Your order
Your order runs in steps on our website. Before you pay, you see an overview of your choices, the minimum and maximum price and these terms. The agreement is concluded at the moment we receive your payment.
We may refuse an order where we reasonably suspect that it cannot be carried out or that misuse is involved. In that case we refund the full amount within fourteen days.
6. Your conditions and the performance period
With your order you give us:
your starting point and the radius within which the club must lie;
the weekends / days on which you are available, at least two;
the teams you rule out, if you wish to;
the number of people and their details.
The weekends you select together form the agreed period within which the service is performed. We perform the agreement by assigning you a match that falls within that period and within your radius.
These details bind us: we do not search outside your radius, outside your weekends, or at teams you have ruled out. They bind you too: after your order you can only change them in consultation with us, and only as long as we have not yet assigned a match.
We measure the distance as the crow flies between the starting point you give us and the stadium.
7. Price and payment
All prices are in euro and include VAT. The delivery costs of your box within Belgium and the Netherlands are included in the price shown. For deliveries outside Belgium or the Netherlands a surcharge of € 7.50 will be charged.
You pay online through our payment service Mollie. The available payment methods are shown at checkout.
When you place your request you do not pay anything yet. Only once a match has been assigned can we determine the exact price of the box, and you then receive an invitation to pay.
8. Assigning the match
We look for a match that fits your conditions. As soon as we have assigned one, we let you know — without saying which one it is.
The choice of the match is made by us, with human involvement. You have no right to refuse or exchange it, unless it falls outside the conditions you gave us.
9. Delivery of the box
We send your box so that it normally reaches you in the week before the match. You get a message with a tracking code as soon as it leaves.
We deliver to the address you give us with your order. An incorrect or incomplete address is your responsibility; we may charge for a second shipment.
If your box has not arrived by 5 days before the match, tell us immediately at [e-mail address]. We will then get the tickets to you another way, so that you can go to the match in any event.
10. If we find no match
If we find no suitable match within your radius and weekends, we let you know at the latest 3 days after you placed your request. At that point nothing has been paid yet, so there is nothing to refund.
11. Right of withdrawal
Football Surprise provides a service relating to leisure activities, to be performed within the period you yourself set when ordering (article 6). For such agreements the Belgian Code of Economic Law provides no right of withdrawal. You therefore cannot cancel your order within fourteen days without giving a reason.
What you do have is set out in article 10 (no match found) and article 12 (moved or cancelled matches).
This article does not apply to gift cards for as long as the card has not been redeemed. See article 15.
12. Moved or cancelled matches
If your match is moved or cancelled by the club, the competition or the authorities, we look for a new match within your original conditions free of charge. If none fits any more, we refund the full amount.
If the match is moved to another time on the same day, which is common in football, your order simply stands. So always check the exact kick-off time on your ticket.
If the match is moved to another day, one that was not among the conditions of your request, the same arrangement applies as for a cancellation.
If the match is played behind closed doors, the same arrangement applies as for a cancellation.
13. Tickets in your names and access to the stadium
At many clubs the tickets are in the visitors' names. That is why we ask for the name of everyone coming along when you order. We pass those names on to the club of your match. If they are not correct, access may be refused (under the club's house rules).
When you enter the stadium, the club's house rules and the legislation on safety at football matches apply. That means, among other things, that you may be searched, that certain objects may not be brought in and that you take your place in the block assigned to you.
If you are refused access for a reason that lies with you — a stadium ban, a refusal to be searched, drunkenness, a name that does not match, or a breach of the house rules — you have no right to a refund or a replacement.
You do not sell or pass the tickets on to third parties. That is prohibited by the legislation on the sale of tickets to events and by the clubs' rules.
14. If you cannot go yourself
The match falls in a weekend you chose yourself. If on the day you cannot go for a reason that lies neither with us nor with the club, we have performed the agreement and there is no right to a refund or to a new match.
If you are in an exceptional situation, get in touch. We are not obliged to find a solution, but we will see what is possible.
15. Gift cards
A gift card gives the right to one box in the chosen package. The card is valid for 12 months from the date of purchase. The expiry date is on the card itself.
The recipient gives their own conditions (article 6) through the link on the card. From that moment all provisions of these terms apply to them.
A card can be transferred to someone else for as long as it has not been redeemed. A redeemed card cannot be reversed. A card that is not redeemed expires on the date stated and is not refunded.
For as long as the card has not been redeemed, no performance period has been agreed yet. The purchase of the card itself carries a right of withdrawal of fourteen days, for as long as it has not been redeemed.
16. Conformity and complaints
The statutory consumer guarantee applies to the physical box and its contents.
If you have a complaint, send it to [e-mail address] with your order number. We answer within 5 working days and first look for a solution together with you.
If we cannot work it out, you can turn free of charge to the Consumer Mediation Service, Koning Albert II-laan 8 box 1, 1000 Brussels.
17. Liability
We are liable for the correct performance of what we promise you: a match within your conditions, a box that arrives on time, and valid tickets.
We are not liable for what happens in or around the stadium, for the sporting content or the atmosphere of the match, for your journey there, or for damage arising from it. The club is responsible for organising the match.
Nothing in these terms limits our liability for intent, gross fault, or damage to life or health.
18. Force majeure
If we cannot meet our obligations because of circumstances beyond our control (a strike, extreme weather, a decision by the authorities, a closure of the stadium) we suspend performance and look for a new match within your conditions. If that does not work out, we refund.
19. Personal data
How we handle your data is set out in our privacy policy. For the names of the people travelling with you, you carry a particular responsibility: you confirm that you have informed them about this processing.
20. Changes
We may change these terms for future orders. For your order, the version you accepted when ordering, and which you received as an attachment to your confirmation e-mail, remains the one that applies.
21. Applicable law and competent court
Belgian law applies to this agreement.
Disputes are brought before the courts that have jurisdiction under the Belgian Judicial Code. As a consumer you can in any event bring the dispute before the court of your place of residence.