Cancellation and refund FAQs for Autumn Internationals 2020 and/or Guinness Six Nations 2021
We understand that Coronavirus (COVID-19) is currently a concern for customers booking official hospitality at Twickenham Stadium. We would like to provide clarity regarding the circumstances in which you would be entitled to receive refunds.
We will continue to take advice from the Government with respect to England Rugby International matches to be played at Twickenham Stadium.
In the event of a worst case scenario, whereby England matches at Twickenham Stadium are cancelled (or spectator capacity reduced such that hospitality guests cannot attend) on the advice of the UK Government, Six Nations and/or World Rugby (as a result of Coronavirus), Keith Prowse would refund money for any impacted England matches at Twickenham Stadium.
Keith Prowse and the Rugby Football Union put their customers first and any refund entitlement will be managed as efficiently as is possible.
The below FAQs have been compiled to answer your questions.
If the Autumn Internationals 2020 and/or Guinness Six Nations 2021 are cancelled, or takes place behind closed doors, will I be entitled to a refund?
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 your event is cancelled, you will receive a credit note to cancel out invoices received.
If transferring to an alternative match and the value of your credit on account is more than the value of the invoice for your new booking, we will offer you the option to refund the difference or leave the 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, the invoice issued will be for more than the credit on account, therefore payment will be required to secure the new booking.
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 will take two weeks or more to be processed, depending on how quickly we receive respective bank details – for businesses on company headed paper and for individuals via the email address used to make the booking.
If the Autumn Internationals 2020 or Guinness Six Nations 2021 are 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, to hold the value of their booking on account for a full calendar year or refund the booking in full. 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 directly. We are unable to reimburse you for any travel or accommodation arrangements.