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Charter

Fan Charter 2020/21

Supporter Relations

  • The Club has a dedicated Supporter Relations team. The team can be contacted by email – [email protected]
  • The Club will endeavour to respond to any letter, telephone call, e-mail or fax within three working days of receipt.

Staff Conduct

Anti-Discrimination Policy

  • The Club is committed to confront and eliminate discrimination whether by reason of age, disability, sex, gender reassignment, marriage/civil partnership, pregnancy/maternity, race, religion or belief, or sexual orientation.
  • The Club is an equal opportunities employer. This means that in none of its activities will it discriminate against, or in any way treat less favourably, any person on grounds age, disability, sex, gender reassignment, marriage/civil partnership, pregnancy/maternity, race, religion or belief, or sexual orientation. This includes:
    • The advertisement of jobs
    • The selection of candidates for employment or promotion
    • Pay and employment terms and conditions
    • Internal training and development activities
    • External education activities and awards
    • Football development activities
  • The Club will not tolerate discriminatory behaviour of any kind, whether physical or verbal, and will work to ensure that such behaviour is met with appropriate disciplinary action in whatever context it occurs.
  • The Club supports The Football Association and The EFL in its commitment to developing a programme of ongoing training and awareness-raising events and activities in order to promote the eradication of discrimination.

Ticketing

It is imperative for the Club to operate within government guidance on social distancing given the COVID-19 pandemic, which is subject to change during this fluid situation, so supporters should be aware that guidance and a change in policy could happen at very short notice.

  • The Club offers a broad range of ticket prices to encourage access for as many people as possible.
  • The Club offers the best possible pricing for its Season Ticket Holders with considerable discounts for Season Tickets including Free Season Tickets for U8’s accompanied by a full paying adult in Silver and Bronze areas.
  • An allocation of tickets will be given to the Community Department for various games allowing school and community groups the opportunity to support QPR during the season.
  • All tickets issued are subject to the full Conditions of Issue; the rules and regulations of FIFA, UEFA, The Football Association, The Premier League and The EFL; and the Club’s Fan Charter, Ground Regulations and Behavioural Policy. For the Club’s Ground Regulations, please click HERE
  • We would remind you that any supporter wishing to obtain a refund on match tickets not subsequently required must make a request to the Box Office no later than 24 hours prior to the time of advertised kick-off.
  • QPR accepts no responsibility to replace lost, stolen or damaged tickets.
  • QPR exclude to the maximum extent permitted by law any liability for loss, injury or damage to persons/property in or around the ground.
  • The ticket remains the property of QPR Holdings Ltd and may not be transferred or made available for resale without the express permission of the Club. If tickets are resold or transferred without the prior written consent of QPR they will become void and the holder may be refused entry or ejected from the stadium.
  • The use of tickets to enter the ground constitutes acceptance of such rules and regulations and the Ground Regulations and QPR reserves the right to eject from the stadium any person who fails to comply with such rules and regulations.
  • Please respect the No Smoking Restrictions, Alcohol and Behaviour Policies. Other than the two defined ‘smoking areas’ at the rear of the Loft and Ellerslie Road Stands there is no smoking permitted in any other area of the stadium.
  • Please note the Smoking Areas are limited in space and we apologise if not all who wish to smoke can be accommodated. The Stadium is within a Controlled Drinking Zone.
  • Consuming alcohol in view of the pitch is a Criminal Offence (refer to Ground Regulations) and offenders may be subject to ejection from the Stadium and arrest by the Police.
  • Contravention of these Stadium Ground Regulations may result in police action as well as ejection and banning from the ground.
  • Season Cards - No refunds will be issued after the season has commenced.

Memberships

Adult Hoops Membership – £23.50 (including P+P)

Membership includes:

  • QPR Pay card
  • Ticketing benefits and presales to be updated subject to capacity limits and government guidelines
  • Automatic entry into competitions to win a monthly prize
  • 50% discount on non-matchday stadium tours, subject to availability
  • 10% discount on matchday hospitality, subject to availability
  • 30 Loyalty Points
  • 5% off merchandise excluding kit in-store at the QPR Superstore
  • Exclusive ad-hoc offers from the QPR Superstore
  • Exclusive gift pack
  • Earn cashback in the form of ‘QPR Cash’ on tickets & merchandise including 5% of the cost of your membership
  • Opportunity to attend exclusive QPR events
  • Eligible for ‘money-can’t-buy’ experience draws

Junior Hoops Membership - £15.00 (including P+P)

Membership includes:

  • Membership card
  • Ticketing benefits and presales to be updated subject to capacity limits and government guidelines
  • Automatic entry into competitions to win a monthly prize
  • Free non-matchday stadium tour when accompanied by a paying adult, subject to availability
  • Monthly draw entry to become a QPR mascot at home matches
  • Birthday card from the club
  • 30 Loyalty Points
  • 5% off merchandise excluding kit in-store at the QPR Superstore
  • Exclusive ad-hoc offers from the QPR Superstore
  • Exclusive gift pack
  • Earn cashback in the form of ‘QPR Cash’ on tickets & merchandise including 5% of the cost of your membership
  • Opportunity to attend exclusive Junior Hoops events
  • Eligible for ‘money-can’t-buy’ experience draws

International Adult Membership - £12.50 (including P+P)

Membership includes:

  • 5% off merchandise excluding kit in-store at the QPR Superstore
  • Exclusive ad-hoc offers from the QPR Superstore
  • 30 Loyalty Points
  • Automatic entry into competitions to win a monthly prize
  • Exclusive gift pack
  • Introduction to your nearest officially recognised fan group (subject to availability)
  • Earn cashback in the form of ‘QPR Cash’ on tickets & merchandise including 5% of the cost of your membership
  • Opportunity to attend exclusive QPR events
  • Eligible for ‘money-can’t-buy’ experience draws

International Junior Membership - £12.50 (including P+P)

Membership includes:

  • 5% off merchandise excluding kit in-store at the QPR Superstore
  • Exclusive ad-hoc offers from the QPR Superstore
  • 30 Loyalty Points
  • Automatic entry into competitions to win a monthly prize
  • Exclusive gift pack
  • Introduction to your nearest officially recognised fan group (subject to availability)
  • Earn cashback in the form of ‘QPR Cash’ on tickets & merchandise including 5% of the cost of your membership
  • Opportunity to attend exclusive Junior Hoops events
  • Eligible for ‘money-can’t-buy’ experience draws

International Digital Plus Membership - £165.00 (Including Streaming, Pack & P+P)

Membership includes:

  • 5% off merchandise excluding kit in-store at the QPR Superstore
  • Ticketing benefits and presales to be updated subject to capacity limits and government guidelines
  • 50% discount on non-matchday stadium tours, subject to availability
  • 10% discount on matchday hospitality, subject to availability
  • 30 Loyalty Points
  • Automatic entry into competitions to win a monthly prize
  • Exclusive ad-hoc offers from the QPR Superstore
  • Exclusive gift pack
  • Earn cashback in the form of ‘QPR Cash’ on tickets & merchandise including 5% of the cost of your membership
  • Introduction to your nearest officially recognised fan group (subject to availability)
  • Opportunity to attend exclusive QPR events
  • Live streaming of QPR matches (Codes take up to 5 working days to process)
  • Eligible for ‘money can’t buy’ experience draws

Concessions

  • PROOF OF AGE IS REQUIRED to obtain a Kids U8 concessionary price (photocopy of birth certificate/passport). To qualify, Kids must be under 8 on 1st August 2020 (born on or after 01/08/2012) and they must be accompanied by a full paying adult.
  • PROOF OF AGE IS REQUIRED to obtain a Junior U18 concessionary price (photocopy of birth certificate/passport). To qualify, the Junior must be under 18 on 1st August 2020 (born on or after 01/08/2002)
  • PROOF OF AGE IS REQUIRED to obtain a Young Adult under 23 concessionary price (photocopy of birth certificate/passport). To qualify, the Young Adult must be under 23 on 1st August 2020 (born on or after 01/08/1997)
  • PROOF OF AGE IS REQUIRED to obtain a Senior Citizen Over 60 concessionary price (photocopy of birth certificate/passport). To qualify, the Senior Citizen must be over 60 on 1st August 2020 (born on or before 01/08/1960)

Disabled Tickets

  • The Club provides support for disabled spectators and their carers, including facilities for the visually impaired. Our Box Office can be contacted for details of our disabled facilities and ticket allocation on 020 8740 2613.

Restricted Views

  • The Club’s policy for the reduction in prices of restricted view seats is as follows and the tickets are clearly marked accordingly:
  • £2.00 off the normal price for a restricted view on the adult price, £1 off concession price.

Cup Competitions

  • Tickets for Cup Competitions are priced and allocated the same as for League matches. The Visiting Club is entitled to claim the following tickets although we would expect a Visiting Club to reduce its claim by taking into account the demand from its own supporters.
  • School End Lower: 1,400
  • School End Upper: 1,800

Changes to dates, refunds & exchanges

1.1 No guarantees can be given by the Club that the Match will take place at a particular time or on a particular date. The Club reserves the right to abandon, postpone and/or reschedule any Match without notice and save as set out in Clause 1.2, such abandonment, postponement and/or rescheduling shall be without any liability whatsoever (including without limitation in relation to any loss, damage, costs or expenses suffered or incurred by you). Refunds will not be available on the day of postponement.

1.2. In the event of the abandonment, postponement or rescheduling of any Match, you will, subject to clause 1.3, be entitled to receive either a full refund (including any booking fee paid) or the equivalent ticket for the subsequent rescheduled Match via such application procedure as the Club stipulates. The Club will have no further liability whatsoever, including (but not limited to) any indirect or consequential loss or damage, costs or expenses or loss of enjoyment or travel costs suffered or incurred by you.

1.3. In order to obtain a refund, the Home Match Ticket must be returned to the Club's Ticket Office or a written request must be received by the Club’s Ticket Office ([email protected]) within 7 days of the abandonment or rescheduling announcement (which shall be made on the Club’s website at www.qpr.co.uk where possible) provided that this is still more than 7 days before the rescheduled date. Tickets that include hospitality are subject to their own terms and conditions. It is the responsibility of the ticket holder to check the date and kick-off time of matches. A refund will only be issued on production of identification that the individual requesting the refund is the person to whom the Home Match Ticket was originally sold. For the avoidance of doubt, the Club shall have the final decision as to whether to issue a refund under clause 1.2 or 1.3 and such decision shall be final and binding.

1.4. As any Home Match Ticket(s) obtained through the “Ticket Exchange Service” are purchased from the seller (rather than the Club), the Club will not be liable for any refunds of tickets purchased through the Ticket Exchange Service.

1.5. Away Supporters must apply to the Visiting Club for a refund if purchased in advance.

Accommodating Away Supporters

  • The Club abides by The EFL 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 its own supporters for comparable accommodation. In particular, the concession rates offered to QPR senior citizens, junior and disabled supporters apply to supporters of a visiting club.

Consultation and Information

  • The Club consults with supporters through at least one Fans’ Forum per season which are attended by QPR Staff and Directors. Fans’ Forum attendees are made up of:
    • 50% Top loyalty points holders
    • 40% Season Ticket holders and Members (selected at random from those that register their interest)
    • 10% Fan sites/Fan groups
  • The Club launched its Supporters’ Consultation Committee (SCC) in 2015, which is made up of supporters who sit in all parts of the ground. The SCC aim to meet around four times a season.
  • The Club publicises its position on major policy issues in the matchday programme and on its website.
  • The Club has and continues to develop ways to consult with Stakeholders, sponsors, the local authority, local residents’ associations, community groups and other interested parties.
  • Comments and suggestions from supporters are welcomed and can be addressed to the individual departments or to our Supporters Relations team.
  • The Club will give the earliest possible notice of any changes to its ticketing policy and the reasons for the changes.

Complaints

  • We will endeavour to respond to complaints within three working days and the complaint will be directed to the appropriate departmental head for comment/response. If it is not possible to provide a full response to the issue raised within that time, an acknowledgement will be sent and a detailed reply will follow within 21 working days of receipt of the original communication. We will attempt to resolve all justifiable complaints within 28 working days. If, however, this cannot be done, we promise to keep the complainant updated on the progress of the complaint.
  • If you are not satisfied with the response to your complaint, you may contact the Independent Football Ombudsman (IFO). Please note that the IFO has no authority to deal with any complaints until all other routes have been exhausted.
  • The Independent Football Ombudsman, Suite 49, 57 Great George Street, Leeds, LS1 3AJ. Email: [email protected]

Stadium

  • The Kiyan Prince Foundation Stadium is stewarded by a combination of in-house and agency provided stewards. A large amount of work is done to try and get the same staff every match to aid our home and away supporters with the best knowledge possible and a consistent level of customer service.
  • For home fans, there is a dedicated ‘family’ area in the ‘Loftus Road Lower’ section of the ground. All away supporters are located in the ‘School End Upper’ section of the ground.
  • The Club works hard to create a safe, secure and respectful environment for everyone to enjoy their day. Foul language, racism and violence of any sort are not tolerated and could result in arrest and/or ejection from the ground. The Club may impose a ban for a number of matches, depending on the severity of the offence.
  • We make our supporters’ safety a priority throughout the whole matchday experience. We work closely with a number of external stakeholders and look to meet with them all at least every fortnight and in advance of all matches and events at the stadium to allow detailed planning to take place. Our stakeholder partners include the police and other emergency services, the local authority, our stadium safety team and representatives from all other users of our ground.
  • There is no smoking within the stadium other than in clearly defined outdoor smoking areas. This includes E-Cigarettes which can only be used in the designated smoking areas. This is in line with the published ground regulations for all stadia.

Ground Regulations

  • Please find a copy of our Ground Regulations HERE
  • All visitors and supporters to the Kiyan Prince Foundation Stadium are asked to respect the Ground Regulations. Breaches of the Ground Regulations may result in a ban from the ground.
  • Should a supporter be ejected from the stadium by the safety team or police, this matter will be dealt with away from match day in the form of a dedicated meeting. Individuals ejected will not be allowed to come back into the stadium until the incident has been dealt with by the Club’s Safety Management Team. The individual in question will then receive a letter from the Club regarding the incident. Before any readmission is allowed the individual must attend a meeting with the Club to discuss the incident. Only after completion of this process will the individual be allowed back in the ground to attend matches.

Safeguarding

  • The safety and welfare of adults at risk and children under the care of the club are paramount. All adults at risk and children that engage with the club have the right to safety and protection from harm, regardless of age, culture, social background, racial origins, religious belief and/or sexual identity.
  • The club commits to employing a full-time Club-wide Safeguarding Manager, Janet Barr [email protected], and designated safeguarding officers across the club. Janet would welcome any calls from anyone who may have concerns about a child or adult at risk. Janet would also like to hear about anyone behaving in a way which may cause offence or upset to a child.
  • Janet and the other DSO’s implement and maintain best safeguarding practice across the club. Please feel free to contact Janet on 07880 204 366 or anonymously if you prefer by calling the safeguarding whistleblowing hotline on 07483 006 924.

Refunds and Exchange

  • We hope you will be delighted with everything you have bought from us, but if you are unhappy with your products for any reason, you can return them to us in accordance with the below:
  • 3 options for returning items purchased online in order to receive a refund or exchange:
    • FREE RETURNS to the Online Superstore within 28 days from the receipt of goods for an exchange or refund.  For Royal Mail returns, please use the pre-paid address label which has been enclosed with your order for your convenience.  For Collect Plus returns, please visit uk/returnsto create your free returns label.
    • BY POST to the Stadium Superstore within 28 days from the receipt of goods for an exchange or refund.  If sending to the Stadium Superstore, postage will need to be covered by the customer unless the item is faulty.
    • VISIT the Stadium Superstore in person within 28 days from the receipt of goods for an exchange or refund.

Sale Items

  • Sale items purchased in-store can be returned by post or in-store within 14 days from the receipt of the goods. Sale items purchased in-store are eligible for an exchange only.
  • Sale items purchased online can be refunded for the amount paid. Sale items returned after 28 days are eligible for an exchange only.

Guidelines

  • If you need to return your QPR products, please do remember that you have a legal obligation to take reasonable care of the products while you have them.
  • You can open the packaging to look at and try on the products as you would in our store. Keep and include the original packaging with your return.
  • You mustn’t try on the products wearing strong perfume/aftershave/deodorant, make-up or in the vicinity of smoke which may leave scent or marks on the products.
  • Tags should not be removed from any item.
  • Return all parcels with the completed returns note/proof of purchase and ensure items are properly packaged and therefore cannot be damaged in transit.
  • Underwear is returnable as long as unworn.
  • For combination purchases/ multibuys you must return any 'free' items back to us to process a refund.
  • This returns policy does not affect your statutory rights in respect of defective products.

Replica Kit and Shirt Personalisation

  • Customers should be aware that sizing may vary from previous replica kits. Please ensure you obtain the correct size before printing as we are unable to exchange or refund after letters and/or numbers have been applied to personalise your item.
  • QPR Holdings Ltd cannot accept liability for any changes to players names and numbers due to transfers or a player deciding to change number. 
  • Please ensure you have correctly spelt the name and the entered the correct number you wish to have printed as we cannot be accountable for spelling errors made by the customer.
  • Please note, we cannot offer our next day delivery service on personalised shirts. 
  • QPR Holdings Ltd reserves the right to refuse to print shirts that we deem offensive or abusive. A member of customer services will contact you to discuss your choice and, if necessary, request an alternative. Please note this may delay delivery of your shirt. 

Hospitality

  • The Club offers a number of matchday hospitality options which are ideal for entertaining clients or treating family and friends. Hospitality packages include the use of a hospitality suite prior to the game, with various food and beverage options and match seats in the South Africa Road Stand. All packages include match day programs and half-time refreshments.
  • Hospitality clients use the main Queens Park Rangers stadium entrance and are directed to their suite by our team of match day hosting staff. E- Tickets will be sent in advance or can be collected on match day from the hospitality ticket collection point inside the main entrance.
  • Hospitality areas open 2 ½ hours before kick-off and close 1 hour after the final whistle. Lunch/Dinner service starts approx. 30 minutes after opening.
  • Due to licensing regulations, alcohol may not be purchased or consumed in a pitch facing room from 15 minutes before kick off until 15 minutes after the final whistle.

Dress Code

  • We encourage a smart casual dress code in our hospitality areas. Smart denim is permitted. Any person wearing tracksuits or football shirts will be denied entrance (home football shirts are permitted for children under 12).

Code of Conduct

  • Please note all hospitality match seats are within the home support areas of the stadium. If you or your guests are supporting the away team, please behave respectfully as failure to do so may lead to ejection. No team colours are permitted in hospitality areas.

Use of Data

  • With your consent, the Club may collect personal information about you when you contact us (e.g. in writing, by phone, fax, e-mail or SMS), register with a website affiliated with the Club (e.g. to purchase a match ticket or merchandise item), for record keeping purposes, to improve the quality of our service, for market research, to track activity on our website or to understand your preferences so that we can improve the products or services we offer.
  • The Club or their business partners may inform you from time to time by e-mail, telephone, SMS or direct mail regarding relevant news, information, services and products offered by any of them which may be of interest to you.
  • The personal data shall be used by the Club and their business partners or representative to:
  • Update and develop records and for assessment and analysis including market and product research
  • assist in providing services/products to you
  • to review, develop and improve the services offered.
  • Should you wish to opt out at any time pursuant to giving your consent, please follow the instructions on each communication where applicable or email your opt-out request to [email protected]
  • By law, upon request, you are entitled to receive a copy of information or data about you which is held by the Club.
  • You are also entitled to request rectification, erasure or blocking of any such information or data which is inaccurate or not up to date and held by the Club.
  • Please find a copy of our Privacy Policy HERE.