FootyPass Legal
Buyer Protection
Buyer Protection explains the safeguards and remedies available when purchasing football tickets through the FootyPass marketplace.
1. Purpose and Scope of Buyer Protection
FootyPass Buyer Protection is designed to provide safeguards for eligible purchases made through the FootyPass ticket marketplace.
1.1 Purpose of Protection
Buyer Protection provides a framework for addressing qualifying problems involving tickets purchased through FootyPass.
1.2 Eligible Purchases
Protection generally applies to eligible orders completed through FootyPass using the payment and ordering processes provided by the platform.
1.3 Registered Buyers
FootyPass may require the buyer to have a valid account and provide sufficient order information when requesting assistance.
1.4 Mandatory Consumer Rights
Buyer Protection does not remove or reduce consumer rights that cannot lawfully be excluded or limited.
1.5 Relationship With Other Policies
Buyer Protection should be read together with the FootyPass Terms and Conditions, Refund Policy, Privacy Policy, and other policies applicable to the transaction.
2. Accurate Ticket Listings and Pricing
FootyPass expects ticket listings and transaction information to provide buyers with clear and materially accurate information before purchase.
2.1 Ticket Description
Listings should accurately describe material ticket information made available to the seller, including the relevant event and ticket location or category where applicable.
2.2 Quantity
The quantity of tickets offered should accurately reflect the number of tickets the seller is able and authorised to supply.
2.3 Delivery Method
The stated delivery method should reasonably reflect how the seller expects the ticket to be provided to the buyer.
2.4 Material Restrictions
Known restrictions or limitations that materially affect use of a ticket should be disclosed where required and reasonably available.
2.5 Price Information
FootyPass aims to provide required price and compulsory-fee information clearly before a buyer becomes bound by a purchase.
2.6 Misleading Listings
Listings containing materially false, deceptive, incomplete, or misleading information may be investigated and may qualify for appropriate buyer remedies.
3. Payment and Order Protection
FootyPass maintains transaction records and payment processes intended to provide buyers with an identifiable order and support appropriate investigation of payment or fulfilment problems.
3.1 FootyPass Checkout
Buyer Protection may depend on the purchase being completed through the authorised FootyPass checkout and payment process.
3.2 Order Reference
Eligible purchases receive or are associated with an order record that can be used to identify and investigate the transaction.
3.3 Payment Processing
Payments may be processed through third-party payment providers using applicable payment-security and fraud-prevention controls.
3.4 Payment Status
FootyPass may track payment, processing, completion, refund, cancellation, or dispute information associated with an order.
3.5 Payments Outside FootyPass
Payments or arrangements made independently outside the FootyPass transaction process may not qualify for FootyPass Buyer Protection.
4. Ticket Delivery Protection
Buyer Protection may apply where an eligible seller fails to provide the purchased ticket in accordance with applicable delivery requirements.
4.1 Seller Delivery Obligation
Sellers are responsible for supplying tickets sold through FootyPass using the applicable delivery method and within any relevant fulfilment requirements.
4.2 Delayed Ticket Release
Some tickets may not be released by the original issuer until shortly before an event. A delay caused by the original release schedule does not necessarily mean the order has failed.
4.3 Delivery Updates
FootyPass may provide or record relevant delivery information and may contact buyers or sellers where fulfilment requires attention.
4.4 Non-Delivery
Where a qualifying ticket is not delivered within the applicable final timeframe, FootyPass may investigate and determine an appropriate remedy.
4.5 Incorrect Delivery
Buyer Protection may apply where the item delivered is materially different from the ticket purchased and the difference is not an authorised or acceptable substitution.
4.6 Buyer Cooperation
Buyers should provide accurate contact information and take reasonable steps required to receive, download, transfer, or access tickets delivered through the applicable method.
5. Invalid Tickets and Failed Entry
Buyer Protection may apply where a ticket supplied through an eligible FootyPass order is invalid or materially defective and this causes the buyer to be refused entry.
5.1 Invalid Ticket
A ticket may require investigation where it is rejected because it is invalid, cancelled, duplicated, already used, or otherwise incapable of providing the admission represented by the listing.
5.2 Reporting Failed Entry
A buyer should report a ticket-related refusal of entry to FootyPass as soon as reasonably possible and provide information explaining what occurred.
5.3 Supporting Evidence
FootyPass may request ticket records, screenshots, venue communications, photographs, scan information, or other reasonable evidence relevant to a failed-entry claim.
5.4 Ticket-Related Failure
Protection generally concerns entry failure caused by a qualifying problem with the supplied ticket rather than circumstances unrelated to ticket validity.
5.5 Venue Decisions
FootyPass does not control venue security or admission decisions and cannot guarantee entry where a buyer fails to satisfy independent venue rules or lawful entry requirements.
5.6 Buyer Conduct
Buyer Protection may not apply where entry is refused because of the conduct of the attendee, intoxication, prohibited items, lateness, failure to satisfy identification requirements, or another reason unrelated to the validity of the supplied ticket.
5.7 Available Remedy
Where FootyPass confirms a qualifying invalid-ticket or failed-entry claim, an appropriate remedy may be provided in accordance with FootyPass policies and applicable consumer rights.
6. Postponed, Changed and Cancelled Events
Football fixtures and other events may be postponed, rescheduled, relocated, materially changed, or cancelled by organisers for reasons outside FootyPass control.
6.1 Postponed Events
Where an event is postponed rather than cancelled, existing tickets may remain valid for the rescheduled event depending on the decision of the organiser or ticket issuer.
6.2 Date and Time Changes
Match dates and kick-off times may change after purchase. Buyers should check current official event information before travelling.
6.3 Venue Changes
Where an event venue changes, FootyPass may update available information and assess affected orders under applicable policies and consumer rights.
6.4 Cancelled Events
Where an event is confirmed as cancelled, FootyPass may assess eligible orders for an appropriate refund or other remedy.
6.5 Reliable Confirmation
FootyPass may wait for reliable confirmation from the organiser, venue, ticket issuer, or another appropriate source before treating an event as cancelled.
6.6 Mandatory Rights
Nothing in this section limits remedies or consumer rights that apply by law to an event change, postponement, or cancellation.
7. Refunds and Buyer Remedies
Where a Buyer Protection claim is accepted, FootyPass will determine an appropriate remedy having regard to the circumstances, applicable policies, payment information, and mandatory consumer rights.
7.1 Qualifying Refunds
A refund may be available for qualifying non-delivery, invalid tickets, material listing inaccuracies, event cancellation, or another circumstance covered by FootyPass policies or applicable law.
7.2 Refund Amount
The amount returned will depend on the eligible transaction and applicable remedy, including any amounts that must legally be refunded.
7.3 Refund Method
Approved monetary refunds will normally be returned through the original payment method where reasonably possible.
7.4 Processing Time
Banks, card issuers, and payment providers may require additional processing time after FootyPass initiates an approved refund.
7.5 Alternative Remedies
Where appropriate and accepted by the buyer, another lawful remedy may be available depending on the circumstances.
7.6 No Double Recovery
A buyer should not receive multiple reimbursements for the same loss. FootyPass may take account of refunds, chargebacks, or other compensation already received.
7.7 Consumer Rights
FootyPass Buyer Protection supplements and does not unlawfully replace or restrict mandatory consumer remedies.
8. Reporting a Buyer Protection Problem
Buyers should notify FootyPass promptly when they become aware of a problem that may qualify for Buyer Protection so that the issue can be investigated effectively.
8.1 Order Details
The buyer should provide the relevant order reference and enough information for FootyPass to identify the affected transaction.
8.2 Description of the Problem
The buyer should clearly explain what occurred, when it occurred, and the remedy or assistance being requested.
8.3 Supporting Evidence
FootyPass may request screenshots, emails, ticket files, transfer records, venue communications, photographs, payment information, or other reasonable evidence.
8.4 Preserving Evidence
Buyers should retain relevant tickets, communications, and other information until a reported issue has been resolved.
8.5 Timely Reporting
Problems should be reported as soon as reasonably practicable, particularly where FootyPass may still be able to assist before an event takes place.
8.6 Accurate Claims
Information submitted in support of a Buyer Protection claim must be truthful and must not be fabricated, altered, or intentionally misleading.
9. Investigation and Resolution
FootyPass may investigate Buyer Protection claims using information available from buyers, sellers, payment providers, ticket records, and other relevant sources.
9.1 Review of Evidence
FootyPass may review information supplied by both parties and relevant platform or transaction records when assessing a claim.
9.2 Seller Response
A seller may be asked to provide delivery evidence, ticket information, purchase records, communications, or an explanation concerning the reported problem.
9.3 Third-Party Information
Where appropriate, information from payment providers, venues, ticket issuers, delivery services, or other relevant sources may be considered.
9.4 Decision
FootyPass will determine the marketplace response based on available evidence, applicable policies, the circumstances of the transaction, and any mandatory legal rights.
9.5 Further Information
FootyPass may request additional information before reaching a decision where the available evidence is incomplete or conflicting.
10. Limits and Exclusions
Buyer Protection is intended to address qualifying ticket and transaction problems and does not provide unlimited protection against every circumstance affecting attendance at an event.
10.1 Change of Mind
Buyer Protection does not automatically provide a refund merely because a buyer changes their mind or no longer wishes to attend, subject to any rights that apply by law.
10.2 Travel and Accommodation
Unless required by applicable law, Buyer Protection does not ordinarily cover independent travel, accommodation, food, or other consequential expenses associated with attending an event.
10.3 Venue Rules
Protection may not apply where entry is refused because the attendee fails to comply with lawful venue, security, identification, age, conduct, or safety requirements.
10.4 Buyer Error
FootyPass may take into account problems caused by inaccurate information supplied by the buyer or the buyer failing to take reasonable steps necessary to receive or use a valid ticket.
10.5 Unauthorised External Transactions
Transactions, payments, or ticket arrangements completed independently outside FootyPass may fall outside Buyer Protection.
10.6 Non-Excludable Rights
No exclusion in this Policy removes or limits a right or remedy that FootyPass cannot lawfully exclude.
11. Seller Accountability and Recovery
Sellers remain responsible for complying with FootyPass marketplace requirements and for providing tickets that materially correspond with their listings and eligible orders.
11.1 Seller Responsibility
Sellers are responsible for the authenticity, accuracy, availability, and proper delivery of tickets they offer through FootyPass.
11.2 Payment Withholding
FootyPass may keep seller earnings pending or apply an appropriate hold while a qualifying buyer claim, delivery problem, refund, or suspected fraud is being investigated.
11.3 Seller Payment Reversal
Where permitted by applicable terms and law, FootyPass may reverse, deduct, or recover seller proceeds associated with a transaction for which an eligible buyer remedy is provided.
11.4 Repeated Problems
Repeated non-delivery, invalid tickets, materially inaccurate listings, or other serious seller failures may result in listing restrictions, account suspension, or other marketplace action.
11.5 Fraudulent Activity
Suspected fraudulent tickets, fabricated delivery evidence, or deliberate attempts to defeat Buyer Protection may be investigated under FootyPass fraud and marketplace-enforcement processes.
11.6 Buyer Remedy Not Dependent on Seller Cooperation
Where FootyPass has sufficient evidence to determine an eligible claim, appropriate marketplace action may be taken even if the seller does not cooperate with the investigation.
12. Policy Updates and Buyer Support
FootyPass may update Buyer Protection as marketplace features, ticketing practices, payment arrangements, or applicable consumer requirements develop.
12.1 Policy Updates
Buyer Protection may be revised to reflect changes to FootyPass services, marketplace risks, ticket-delivery practices, or applicable requirements.
12.2 Material Changes
Where appropriate, significant changes may be communicated through FootyPass or another suitable method.
12.3 Existing Transactions
Policy changes will not retrospectively remove mandatory rights already available in relation to an existing transaction.
12.4 Buyer Support
Buyers requiring assistance with an order or potential Buyer Protection claim may contact FootyPass through the support methods provided on the platform.
12.5 Other FootyPass Policies
Buyer Protection should be considered together with the Terms and Conditions, Refund Policy, Privacy Policy, and other policies applicable to an order.