Charter

Fan Charter 2016/17

Supporter Relations

Staff Conduct

Anti-Discrimination Policy

  1. 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.
  2. 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
  1. 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.
  2. The Club supports The Football Association and The EFL in its commitment to develop a programme of ongoing training and awareness-raising events and activities in order to promote the eradication of discrimination.

Ticketing

Advanced Matchday Prices (Category A)* 
Aston Villa, Birmingham, Brentford, Fulham, Leeds, Middlesbrough, Norwich & Sunderland

  Platinum Gold Silver Bronze
Adult N/A £34.00 £29.00 £26.00
Junior U18 N/A £17.00 £14.00 £14.00
Kids U8 accompanied N/A N/A FREE FREE
Senior Over 60 N/A £24.00 £20.00 £17.00
Young Adult 18-21 N/A £24.00 £20.00 £17.00
Disabled (helper FOC) N/A N/A £20.00 £17.00
Ambulant (helper FOC) N/A £24.00 £20.00 £17.00

Advanced Matchday Prices (Category B)*
Barnsley, Bolton, Bristol City, Burton, Cardiff, Derby, Nottingham Forest, Hull, Ipswich, Millwall, Preston, Reading, Sheffield United, Sheffield Wednesday, Wolves

  Platinum Gold Silver Bronze
Adult N/A £33.00 £28.00 £25.00
Junior U18 N/A £16.00 £13.00 £13.00
Kids U8 accompanied N/A N/A FREE FREE
Senior Over 60 N/A £23.00 £19.00 £16.00
Young Adult 18-21 N/A £23.00 £19.00 £16.00
Disabled (helper FOC) N/A N/A £19.00 £16.00
Ambulant (helper FOC) N/A £23.00 £19.00 £16.00

Members Prices – Category A**
Aston Villa, Birmingham, Brentford, Fulham, Leeds, Middlesbrough, Norwich & Sunderland
(applicable during one week pre-sale period)

  Platinum Gold Silver Bronze
Adult N/A £32.00 £27.00 £24.00
Junior U18 N/A £16.00 £13.00 £13.00
Kids U8 accompanied N/A N/A FREE FREE
Senior Over 60 N/A £23.00 £19.00 £16.00
Young Adult 18-21 N/A £23.00 £19.00 £16.00
Disabled (helper FOC) N/A N/A £19.00 £16.00
Ambulant (helper FOC) N/A £23.00 £19.00 £16.00

Members Prices – Category B**
Barnsley, Bolton, Bristol City, Burton, Cardiff, Derby, Nottingham Forest, Hull, Ipswich, Millwall, Preston, Reading, Sheffield United, Sheffield Wednesday, Wolves
(applicable during one week pre-sale period)

  Platinum Gold Silver Bronze
Adult N/A £31.00 £26.00 £23.00
Junior U18 N/A £15.00 £12.00 £12.00
Kids U8 accompanied N/A N/A FREE FREE
Senior Over 60 N/A £22.00 £18.00 £15.00
Young Adult 18-21 N/A £22.00 £18.00 £15.00
Disabled (helper FOC) N/A N/A £18.00 £15.00
Ambulant (helper FOC) N/A £22.00 £18.00 £15.00

Matchday Prices (Category A)***
Aston Villa, Birmingham, Brentford, Fulham, Leeds, Middlesbrough, Norwich & Sunderland
(Kids Under 8 Accompanied tickets are only available prior to matchday)

  Platinum Gold Silver Bronze
Adult N/A £39.00 £34.00 £31.00
Junior U18 N/A £22.00 £19.00 £19.00
Kids U8 accompanied N/A N/A £19.00 £19.00
Senior Over 60 N/A £29.00 £25.00 £22.00
Young Adult 18-21 N/A £29.00 £25.00 £22.00
Disabled (helper FOC) N/A N/A £25.00 £22.00
Ambulant (helper FOC) N/A £29.00 £25.00 £22.00

Matchday Prices (Category B)***
Barnsley, Bolton, Bristol City, Burton, Cardiff, Derby, Nottingham Forest, Hull, Ipswich, Millwall, Preston, Reading, Sheffield United, Sheffield Wednesday, Wolves
(Kids Under 8 Accompanied tickets are only available prior to matchday)

  Platinum Gold Silver Bronze
Adult N/A £38.00 £33.00 £30.00
Junior U18 N/A £21.00 £18.00 £18.00
Kids U8 accompanied N/A N/A N/A N/A
Senior Over 60 N/A £28.00 £24.00 £21.00
Young Adult 18-21 N/A £28.00 £24.00 £21.00
Disabled (helper FOC) N/A N/A £24.00 £21.00
Ambulant (helper FOC) N/A £28.00 £24.00 £21.00

 

* Advance Matchday ticket price relates to tickets sold up to midnight on the day before the match
** Tickets available to members during seven day members pre sale period prior to going on general sale
*** Tickets sold on day of the match
**** Kids U8 must be accompanied by a full paying adult, limited to 2 per adult and cannot be used in conjunction with any other offer, tickets must be purchased in advance and at the same time. Proof of age is required and must be produced prior to matchday.

Pricing

  • 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 be in possession of 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 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. 

The Club currently operates a scheme to enable supporters to pay for season tickets by instalments, including a four-month interest free repayment plan on season tickets for the upcoming campaign.

Season Cards - No refunds will be issued after the season has commenced

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 2016 (born on or after 01/08/2009) 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 2016(born on or after 01/08/1999)

PROOF OF AGE IS REQUIRED to obtain a Young Adult 18-21 concessionary price (photocopy of birth certificate/passport). To qualify, the Young Adult must be under 21 on 1st August 2016 (born on or after 01/08/1996)

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 2016 (born on or before 01/08/1957)

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.

2017/18 Hoops Membership Scheme

The Club runs a Membership Scheme, the prices of which are:

Adult Hoops Membership: £33.50 (including P+P)
Junior Hoops Membership: £23.50 (including P+P)
International Adult Hoops Membership: £18.50 (including P+P)
International Junior Hoops Membership: £18.50 (including P+P)
International Digital Membership: £115.00
International Digital+ Membership: £140 (including P+P)

Membership Benefits:

Adult Hoops Membership – £33.50 (including P+P)
Membership Includes:

  • Membership Card
  • Access to Members' Presales in which you can purchase up to six tickets per home Sky Bet Championship match (subject to availability)
  • £2 discount on an adult or £1 discount on a concession home match ticket when purchased during a Members' Presale
  • 50% discount on Self-Guided Stadium Tours subject to availability
  • 10% discount on matchday hospitality subject to availability
  • 30 Loyalty Points
  • Exclusive Offers from the QPR Superstore
  • Exclusive Gift Pack
  • Earn cashback in the form of ‘QPR Cash’ on tickets & merchandise

Junior Hoops Membership - £23.50 (including P+P)
Membership Includes:

  • Membership Card
  • Access to Members' Presales in which you can purchase six tickets per home Sky Bet Championship match (subject to availability)
  • £1 discount on a junior home match ticket when purchased during a Members' Presale
  • Free Self-Guided Stadium Tour when accompanied by a paying adult subject to availability
  • Monthly draw entry to become a QPR mascot at home matches
  • Birthday cards from the club
  • 30 Loyalty Points
  • Exclusive Offers from the QPR Superstore
  • Exclusive Gift Pack
  • Earn cashback in the form of ‘QPR Cash’ on tickets & merchandise

International Adult Membership - £18.50 (including P+P)
Membership includes:

  • Membership Card
  • Exclusive Offers from the QPR Superstore
  • 30 Loyalty Points
  • 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

International Junior Membership - £18.50 (including P+P)
Membership includes:

  • Membership Card
  • Exclusive Offers from the QPR Superstore
  • 30 Loyalty Points
  • 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

NEW - International Digital Plus Membership - £140.00 (Including Streaming, Pack & P+P)
Membership Includes:

  • Membership Card
  • Access to Members' Presales in which you can purchase up to six tickets per home Sky Bet Championship match (subject to availability)
  • £2 discount on an adult or £1 discount on a concession home match ticket when purchased during a Members' Presale
  • 50% discount on Self-Guided Stadium Tours subject to availability
  • 10% discount on matchday hospitality subject to availability
  • 30 Loyalty Points
  • Exclusive Offers from the QPR Superstore
  • Exclusive Gift Pack
  • Earn cashback in the form of ‘QPR Cash’ on tickets & merchandise

NEW - International Digital Membership - £115.00 (Streaming only)
No membership card

All Benefits are subject to availability

Away Matches  

The Club operates a Loyalty Scheme for away matches. The loyalty points vary for each game based on factors such as location and which day of the week the match is played (games played midweek at Barnsley, for example, would score highly).

Additional Loyalty Points

  • Becoming a Season Ticket Holder - 100
  • Bonus for renewing Season Ticket during Loyalty Renewal Window - 40
  • Becoming a Hoops Member (including a Season Ticket Super Hoop Upgrade) - 30

Loyalty Points carried forward from Season 16/17

Supporters with the highest number of loyalty points across the season will therefore be first to have the option of tickets for the big matches across the season, subject to availability.

Team Loyalty Points

  • Aston Villa - TBC
  • Barnsley - TBC
  • Birmingham City – TBC
  • Bolton Wanderers -  TBC
  • Brentford - TBC
  • Bristol City – TBC
  • Burton Albion – TBC 
  • Cardiff City- TBC
  • Derby County- TBC
  • Fulham – TBC
  • Hull City - TBC
  • Ipswich Town - TBC
  • Leeds United – TBC
  • Middlesbrough - TBC
  • Norwich City – TBC
  • Millwall – TBC
  • Norwich City - TBC
  • Nottingham Forest -TBC
  • Preston - TBC
  • Reading FC -  TBC
  • Sheffield United - TBC
  • Sheffield Wednesday - TBC
  • Sunderland AFC - TBC
  • Wolverhampton Wanderers - TBC

Cup Competitions

  • An Automatic Cup Tie Ticket service is available for home games
  • 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 taking into account the demand from its own supporters.

School End Lower: 1,400
School End Upper: 1,800

Returns/Refunds

The Club’s policy on the return and distribution of unwanted tickets is as follows:

  1. If a match is postponed prior to the day of the match the ticket will be valid for the re-arranged date.
  2. If a match is postponed on the day but before kick-off, ticket holders are entitled to free admission to the re-arranged game on production of a ticket from the postponed match.
  3. If a match is abandoned after kick-off spectators are entitled to half price admission to the re-arranged game on production of a ticket from the abandoned game.
  4. If a match is postponed and the customer cannot attend the re-arranged date a full refund will only be considered if the ticket is received no later than 24 hours prior to kick-off of the new date. Refunds will not be available on the day of postponement, season ticket holders should refer to T & C’s
  5. If a supporter cannot make a game for any reason they will only receive a refund if the ticket has been returned 24 hours prior to kick off.  Away Supporters must apply to the Visiting Club for a refund if purchased in advance, season ticket holders should refer to T & C’s

IN ALL CASES WHEN A MATCH HAS BEEN POSTPONED OR ABANDONED AND PART OF THE TICKET HAS BEEN TORN OFF AT THE TURNSTILES THE HOLDER OF THE TICKET MUST PRODUCE IT AT THE BOX OFFICE AT LEAST 24 HOURS IN ADVANCE FOR THE TICKET TO BE RE-ISSUED FOR THE RE-ARRANGED MATCH. 

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

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 you 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

Loftus Road Stadium is stewarded by a combination of in house and agency stewards.  We work hard to ensure we get the same staff to aid our home and away supporters with the best knowledge possible.

Away supporters are located in the ‘School Upper’ section of the ground.

For home fans there is a dedicated ‘family’ area in the ‘Lower Loft’

The Club works hard to create a safe 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 one or more matches.

We make our supporter's safety a top priority. We work closely with all parties. We meet with all our site partners at least every fortnight and in advance of all matches and events at the stadium for events planning and safety team meetings. 

These include police and all emergency services, the Stadium Safety Certificate holder, our stadium teams and representatives from all other users of our site.

All fixtures are subject to planning meetings, both internal and external which are attended by all partners.

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 to Loftus Road 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 re-entry into the stadium until the incident has been dealt with by the Club and the Stadium's Safety Officer.

The individual in question will then receive a letter from the Safety Officer regarding the incident. Before any readmission is allowed the individual must attend a meeting with the Stadium Safety Officer 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 is paramount.

All Adults at Risk and Children that engage with the club, regardless of age, culture, social background, disability, gender, language, racial origin, religious belief and/or sexual identity have the right to safety and protection from abuse or harm

All suspicions, reports and/or allegations of abuse will be taken seriously & investigated thoroughly which may involve the appropriate local authority teams where necessary . A copy of the Club Safeguarding policy is available the website .

The club commits to employing a trained Club-wide Safeguarding Manager and designated safeguarding officers who implement, maintain and monitor best practice across the club.  Should you have any concerns please contact the Club-wide Safeguarding Manager, Janet Barr at [email protected] or on 07880 204 366

Furthermore, there is a safeguarding whistle blowing line to report any concerns, calls to this number can remain anonymous. Please call 07483006924.  

Merchandise

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:

Three options for returning items purchased online:

  1. FREE returns to the Online Superstore within 28 days from the receipt of goods for a REFUND or an EXCHANGE.
  2. By POST to the QPR Superstore within 28 days from the receipt of goods with your sales invoice for an EXCHANGE only.
  3. VISIT the QPR Superstore within 28 days from the receipt of goods with your sales invoice for an EXCHANGE or a REFUND

If returning to the Online Superstore, please use the pre-paid address label which has been enclosed with your order for your convenience.

Two options for returning items purchased in-store:

  1. By POST to the QPR Superstore within 28 days from the purchase of goods for an EXCHANGE or a REFUND when accompanied by a valid receipt.
  2. VISIT the QPR Superstore within 28 days from the purchase of goods for an EXCHANGE or a REFUND when accompanied by a valid receipt

Please see below for advice on sale purchases.

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 this time 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 & please ensure items are properly packaged and therefore cannot be damaged in transit.
  • Underwear is returnable as long as unworn.
  • Fragrance - we cannot refund or exchange any fragrance which has been used or is not returned in the exact same condition in which it was dispatched.
  • For combination purchases / multibuys you must return any 'free' items back to us to process a refund.

Faulty/Damaged Goods

We're sorry that if one of our products has become faulty or you are unhappy with the quality and we'd like to help you resolve the problem as quickly as possible.

Please return the item either to our QPR Superstore or to the Online Superstore by post. We will look into your query as soon as possible.

If returning by post, please note your reason on the returns form.

This returns policy does not affect your statutory rights.

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, numbers and/or badges have been applied to personalise your item.

QPR Holdings Ltd will not 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.

QPR Holdings Ltd reserves the right to refuse to print shirts that we deem offensive or abusive.

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 reserved parking, 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. Tickets and documentation are issued 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.

Use of Data

The Club may collect personal information about you whenever 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: (a) Update and develop records and for assessment and analysis including market and product research; (b) assist in providing services/products to you; and (c) to review, develop and improve the services offered.

Where applicable, you consent to the Club processing your personal data, and disclosing your information to their business partners and agents, for the above purposes
Should you wish to opt out of the above at any time, please follow the instructions on each communication where applicable or email your opt-out request to.

You also consent to the Club transferring your information to countries which do not provide the same level of data protection as the UK if necessary for the above purposes (for example when making travel arrangements for matches outside the UK). If the Club does make such a transfer, a contract will be put in place to ensure your information is protected.

By law you are entitled to receive a copy of information or data about you which is held by the Club upon a payment of a small fee.

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.