Terms and Conditions /

Season 2024 Raiders Membership

All 2024 Canberra Raiders memberships are subject to the following terms and conditions and apply from receipt of membership payment to 31 October 2024. 

The Club reserves the right not to accept any membership application in its absolute or process any application form which is incomplete.

1.   Purchasing a Membership

Memberships can be purchased:

·        Online – visit raiders.com.au/membership

·        Over the phone – call (02) 6253 3515

·        In person – Raiders Centre 14 Torrens Street, Braddon ACT

 

2.   Payment Options

Payment options include:

·        In full, upfront – available for all membership packages

·        Part payments (up to 8 monthly instalments) – available for full season memberships only

·        Raiders Membership accepts contactless payments, Mastercard (debit/credit card), VISA (debit/credit card) and AMEX only.

All membership prices are GST inclusive unless otherwise stated.

A confirmation email confirming payment has been processed will be sent via email within 48 hours of your purchase.

Members with outstanding debt from previous seasons are not eligible to renew/apply for membership for subsequent seasons until all outstanding debt has been paid.

3.   Rolling Renewal Program

Takes the hassle out of renewing, our Rolling Renewal Program enabling you to automatically renew membership from year to year.

·        If you pay membership fees by AMEX, Mastercard or Visa credit or debit card online, unless you elect to opt out of Rolling Renewal plan, you authorise the Club to automatically renew the membership each season into the same seat (if applicable) and package (or a reasonably comparable package) and to deduct the applicable membership fees from the relevant card used to purchase your previous membership.

 

·        If you have purchased the membership at a discounted rate, the membership will be placed on the automatic renewal for the following season at the full price of the membership.

 

·        You acknowledge that the membership fees may increase from season to season, including juniors who surpass the age of 16. The Club will provide reasonable prior notice of any changes to membership fees.

 

·        Prior to the automatic rollover, members will receive written notice via email and/or letter that details the pricing for the following season. Members can choose to opt-out during this 14-day opt-out period or at any time during the season by contacting the Membership Team.

 

·        It is members responsibility to ensure credit or debit card details provided are correct, including notification should the expiry date change. It is also your responsibility to ensure sufficient clear funds are available on the nominated account on each scheduled instalment date, and that all contact details are correct at all times.

Payment Option 1 – In full, upfront

The in-full/upfront payment option will be deducted automatically upon acceptance/receipt of your 2024 membership application and will appear on your banking transaction within the same day as ‘Raiders Membership’.

If payment declines, we will contact you to arrange an alternate form of payment. Any fees levied to you by your financial institution will be payable by you.

Payment Option 2 – Monthly Part Payments

The part payments option is applicable on a monthly payment plan with a fixed schedule from September 2023 to April 2024.

·        Payment will comprise an initial deposit – payable at the time of sign up and amount will vary depending on the month joined, with the balance to be paid in equal instalments until the final payment scheduled in April 2024.

 

·        Applications received after 11 September 2023 will have the first instalment charged at the time of application/renewal.

·        New 2024 member applications can not be accepted before 11 September 2023.

·        To bring them up to date with the fixed schedule applications received on or after the 11 September 2023 will have the number of required payments deducted immediately upon receipt of application/renewal. Subsequent monthly instalments will then be taken at each specified date.

 

·        Instalment payments will be deducted on the 1st Thursday of each month (or the next business day if this falls on a public holiday). Refer to Fixed Payment Schedule for payment dates.

 

·        Instalment dates cannot be changed, but additional or early payments can be made online at any time by the member.

 

·        By electing to pay by instalments, you authorise the Club to debit from your nominated credit or debit card for the amounts advised to you at the time of application or renewal.

 

·        If any future payment fails to transfer between institutions, further attempts will be made daily throughout the month to clear the funds until successfully processed. The member may be contacted via email, standard mail or phone to advise of any failed payments.

 

·        If any monthly instalments are declined or failed, a $5 fee will be applicable to the members’ account for every month the payments are late.

 

·        If an instalment payment is returned or dishonoured by the financial institution, you will be notified for immediate payment. Any fees levied to you by your financial institution will be payable by you.

 

·        The Club may suspend or cancel the membership if on two consecutive occasions your payment is dishonoured by your financial institution. You will be notified via email or letter if the Club suspends or cancels the membership. Please note that at least 24 business hours will be needed to reinstate the membership once payment is received.

 

·        If the membership is suspended or cancelled, all membership benefits including, but not limited to access to Club games and pre-sale ticket windows will be suspended.

·        All members who choose to pay via instalments must have their membership paid in full by 4 April 2024. Any members who fail to pay the balance by this date risk having their membership voided and barcodes cancelled immediately. Any instalments paid, or monies collected, prior to that date cannot be refunded.

 

·        If you believe that a payment has been initiated incorrectly, contact the Membership Team. If you are correct and if we cannot substantiate the reason for drawing, you will receive a full refund of the withdrawal amount.

 

·        Should the Club be unable to obtain payment of overdue money after making every reasonable attempt then the debt may be referred to a credit reporting/debt collection agency for recovery of any monies owed.

 

·        Any additional administrative or other fees incurred by the Club to engage a credit reporting/debt collection agency will be payable by members.

Fixed Payment Schedule

2024 Raiders Membership fixed schedule payment dates (not including any initial payments) are as follows:

1.      7 September 2023

2.      5 October 2023

3.      2 November 2023

4.      7 December 2023

5.      4 January 2024

6.      1 February 2024

7.      7 March 2024

8.      4 April 2024

 

4.   Member Ownership and Permissions

The name on the membership is the owner of the membership, including usage of the seating, account credit and all other benefits, regardless from where payment from the membership was received.

For members with ticketing entitlements, we ask everyone to keep up to date with ACT Government Restrictions and Terms of Entry at GIO Stadium for any changes to ticketing processes.

5.   Membership Classifications

It is the responsibility of each member to ensure they are eligible for their membership subscription at the time of renewing or purchasing each season.

Any member found to be ineligible in their current membership may have their membership subscription changed and the difference in price charged to their account.

Junior

To qualify as a junior member, juniors must be 16 years of age or under as of 1 March 2024. Name of junior and date of birth are compulsory for all junior memberships.

Children 0 – 4 years may enter Raiders home games for free but must be seated on the lap of an accompanying adult. Children 5 years and over must have their own ticket.

Concession

Concession prices apply if you have a Full-time Student Card, Seniors Card or Pensioners Card. Appropriate proof of concession must be available for display upon ground entry.

Members can upgrade a Junior and/or Concession membership to a higher classification for individual games by purchasing the upgrade at the box office on game day.

Family

Family memberships must be purchased in multiples of one adult and one junior i.e., two adults and two juniors. 

Companion & Special Needs

The Club recognises the Companion Card program. Companion Card holders are eligible for one complimentary membership seat along with a purchased membership, however, are ineligible for member benefits unless paying as a member.

On presentation of a companion card, an additional member card in the name of the companion cardholder will be issued to the companion free of charge. For seating preferences to be considered, including the need for wheelchair seating and/or carer/escort seats, they must be noted at the time the membership is purchased.

Appropriate proof of concession must be available for display upon ground entry.

6.   Membership Packages

All membership packages, inclusions and benefits listed or detailed on raiders.com.au/membership are subject to availability.

Membership packages are determined by the membership classification (i.e., adult/junior/teen/concession etc.) and if applicable the number of games and location of seating as outlined in the package description.

Membership packages are inclusive of game access (where applicable), pack items and benefits, and cannot be altered or changed for individual member requests. 

Memberships purchased after the first home game will not be sold on a pro-rata basis, unless advertised as such, and will be charged at the prices listed on raiders.com.au/membership or as promoted.

Memberships include:

·        Full season packages – access to all available Raiders home games at GIO Stadium Canberra during the regular season.

 

·        Part season packages – access to a select number of available Raiders GIO Stadium home or away games, as per package benefits during the regular season.

 

·        Non-Access packages – no admission rights to Raiders home or away games

All full season packages are based on a regular NRL Season which includes all home games at GIO Stadium. All dates, times, participating teams and venues of Raiders games relating to the 2023 NRL Season Draw will be available at raiders.com.au once determined by the NRL and are subject to change.

All membership pack items and seats are subject to availability. Membership pack designs are concept art only. Junior or Teen packs in reserved seat and general admission memberships will be allocated based on DOB.

7.   Membership Add-on

Electronic Membership Card

All 2024 Members will be issued an electronic membership card. If a physical card is preferred, one can be added for the price of $10.

If your electronic membership card has not been received by the intended date or is not working. Please contact the Membership Team for assistance.

Lost or Stolen Membership Cards

Membership cards remain the property of the Club. If you’ve lost your physical membership card, please contact the Membership Team.

We can provide you with instructions on how to access the electronic version of your members card to enable game day access as per your ticketing entitlements.

If a replacement physical card is preferred, we can reissue once payment of the fee ($15) has been received.

8.   Member Conduct

We ask all members to respect players, officials, staff and or other spectators or supporters and conduct themselves in a manner that reflects our Club values – courage, respect, integrity and professional.

·        We have a zero-tolerance policy towards racism and discrimination for any member that racially vilify players, officials, staff and/or other spectators or supporters.

·        Anti-social behaviour causing offence by words, actions or intoxication will not be tolerated.

We ask members to:

·        Abide by the relevant conditions of the Club’s web or social media sites.

·        Abide by the conditions of entry to GIO Stadium Canberra at canberrastadium.com.au

·        Respect that opposition fans have an allegiance to their own club and welcome all fans to our home venue.

·        Advise security or police of inappropriate or poor behaviour so the matter can be dealt with promptly.

The Club reserves the right to suspend or cancel a membership or restrict access to game days or events for such a period as it shall see fit for any member who behaves in a manner deemed to be inappropriate.

9.   Access Rights

Reserved Seating

Members with reserved seating will be allocated a dedicated seat for all available Raiders home games at GIO Stadium Canberra. Refer below for same seat cut off and seat change information.

General Admission Seating

General admission members are not allocated a dedicated seat. Instead, general admission members will have access to sit in any seat in the general admission area for the select number of available Raiders home or away games as outlined in their package description.

Access to general admission seating is on a first come, first served basis subject to availability. The earlier you arrive, the more seating options you will have.

Your access to matches is not guaranteed. Access is subject to capacity and the Club recommends you arrive early in order to guarantee entry, particularly at high demand games. The Club will do what is within its power to provide you entry at high demand games but cannot guarantee it.

Part-Season Seating

Part-Season Members will be advised prior to each game if their category of part-season membership will be available to them as an option for their 2023 part-season membership.

Non-Access

Non-access memberships including but not limited to Sofa Supporter adult, junior, teen or baby/toddler do not include access to any Raiders games.

Reserved Seat Allocations/Same Seat Cut-Off

2023 reserved seat members have a priority renewal period until 20 October 2023 to retain their allocated seat at GIO Stadium Canberra for season 2024.

2023 reserved seat members looking to change to different seating are strongly encouraged to renew during the renewal period to then allow themselves the best opportunity to secure one of the best seats available when the seat change window opens.

Renewing members without a reserved seat looking to upgrade and new members, are strongly encouraged to renew or join by 20 October 2023 to then allow themselves the best opportunity to secure one of the best seats available when the seat change window opens.

Renewing reserved seat members that do not renew by 20 October 2023 will relinquish their membership seat.

Seat Change Window

·        A seat change window will open on 24 October 2023 after the same seat cut-off renewal period has ended and will close by 26 October 2023.

 

·        Members will be notified via email of the seat change window, instructions and deadlines prior to its commencement and will have the opportunity to select alternate seating themselves online, subject to availability.

 

·        During the seat change window, all un-renewed seats will be made available, first to renewing members looking for a seat change or upgrade, followed by a release to new members looking to upgrade their seat selected at the time of sign up.

 

·        If members change their seating during the seat change window their 2023 seat will no longer be available to them.

 

·        Members who renew or join by 24 October 2023 and choose not to select an alternate seat during the seat change window will retain their 2023 seat or seat selected at time of sign up for season 2024.

 

·        Members who believe they will require assistance to change their seats during the seat change window can do this by requesting a call back.

 

·        All reasonable attempts will be made to contact members during the same seat window for those who have requested a call back to discuss seat preferences before any seats are changed; including alternate options, if any preferred seats noted are unavailable.

·        If upgrading price categories in the seat change window, the difference will need to be paid, if the price category says the same the seat change is free of charge, if you are downgrading in the seat change window no refund or credit will be given.

GIO Stadium Parking

Traffic management and car park operations for all Raiders home games at GIO Stadium are managed by the venue. Visit giostadiumcanberra.com.au for more information.

Parking space is limited and is subject to availability. We encourage members to arrive early to avoid disappointment.

10. Communication

Privacy Policy

All personal information will be used and may be disclosed, by the Club (including for promotional and marketing purposes) in accordance with the Club’s Privacy Policy found at raiders.com.au

Member Communication

By joining as a member and providing us with your personal contact information you will be automatically subscribed to receive communication via email, phone, SMS and mail. Email is our primary method of communication to members and includes but is not limited to up-to-date Club and membership news, game day and event information as well as any pre-sales or special offers.

So we can communicate with members effectively it is the responsibility of the member to keep their contact details are kept up to date at all times. Should you not wish to receive communication from us via any of these methods, you can opt out or contact the Membership Team for assistance.

11. Member Engagement

Member Feedback

We are committed to a consultative process with our members. We take on board feedback received from members including from surveys and research conducted by the NRL, as well as our own member surveys so we can continue to improve our membership offerings and processes. 

Member Support

We recognise the importance of good customer service. We strive too always:

·        Introduce ourselves to you.

·        Be friendly, courteous and professional in our approach.

·        Be well informed, so that we are able to help you.

·        Do all that we can do to continually improve the options we provide for members.

·        Acknowledge/respond to emails, phone calls and letters within reasonable timeframes.

·        Call you back when you have requested this.

·        Strive to ensure that your experience with us is a positive one.

To discuss any membership related enquiries, we ask that you:

·        Call us – on 6253 3515 - Monday to Friday 9am to 5pm (Excluding Public Holidays)

·        Request a call back – at raiders.com.au/membership   

·        Email us – at membership@raiders.com.au

·        Write to us – at: Raiders Membership Team, PO Box 5301, Mort Street, Braddon, ACT, 2612

If you phone us, we will always endeavour to answer your call right away. Should all our team members be tending to other matters at the time of your call, please leave us a voicemail, including your full name, phone number and brief summary about what the call is regarding.

We will strive to respond to any query within 24-48 business hours, however during peak periods a response may take longer than expected. We ask that you be patient during this time as we endeavour to get back to you as soon as possible.

If we do not meet our customer service standards of performance, then feedback is welcomed either by phone, email or letter. Should you lodge a complaint; this will be escalated to the most appropriate manager and will be addressed as promptly as possible. The feedback you provide us, both good and bad, will help to improve our services going forward.

Frequently Asked Questions

For our latest FAQ’s which also form part of our terms and conditions, click here. https://www.raiders.com.au/membership/frequently-asked-questions/

 

12.  Other

Cancellations, Refunds and Exchanges

The Club reserves its right to cancel a membership without a refund where that member is deemed by the Club in its absolute discretion to have breached these terms and conditions.

Membership applications are processed as received and cannot be withdrawn once processed. Granting of refunds either in full or partially is wholly at the discretion of the Club. Cancellation fees may apply.

 

Note on Financial Hardship:

If a member falls on financial hardship, the Club has certain procedures in place in order to ensure that the member is treated appropriately and fairly.

The Club will work in close collaboration with the member in order to ensure that a reasonable and acceptable solution is reached.

The Canberra Raiders understand that each financial hardship case is different; therefore, the Club will assess each request on a case-by-case basis.

During financial hardship discussions, Raiders Membership staff reserve the right to confirm a claimant’s identity and/or seek further information.

Members who are experiencing financial hardship are urged to contact the Membership Team in writing by sending an email to: membership@raiders.com.au

Members experiencing financial difficulties are asked to detail their hardship circumstances and provide relevant supporting evidence.

Critical details required from members who make a hardship claim, include but are not limited to:

Full Name:

Contact Number:

Email Address:

Membership Number:

Membership Type:

Names of other people connected to Membership:

Outline of the Members changed financial situation and what they would like out of their membership moving forward:

Variation to Terms and Conditions

The Club reserves the right to vary these terms and conditions as may be reasonably necessary from time to time in its absolute discretion, including last minute as a result of changes to any COVID-19 Government restrictions.