01Commitment to Quality in Service
"Always striving to serve you with Quality in Service" best sums up the Company's service policy and its underlying motivation of providing excellent services that meet or exceed the expectations of the Customer. The Company ensures that the services it provides are of satisfactory quality in terms of experience and services.
2aTravel Package Pricing, Promotion and Booking Policies
The Travel Packages offered shall be referred to as a combination of match ticket(s) and hotel room(s) and flight ticket(s) and transportation(s) advertised; which are based on a minimum of 10 persons to go. If the group fail to hit 10 persons, the trip will still go on however we reserve the right to assess the situation accordingly and we are entitled to make changes to the price as it will be revised accordingly. Package price is based on Double/Twin Sharing unless otherwise stated.
2bMatch Tickets Pricing, Promotion and Booking Policies
The Match Tickets offered shall be referred to both General Admission Match Tickets and Hospitality Match Tickets. General Admission Tickets are Normal Match Ticket Seat without food and refreshments. Hospitality Match Tickets are Match Ticket with lounge with food, refreshments and may include match day programme.
Validity of Promotion
All information of promotional prices shown are accurate at time of print.
Premiere Package Price includes:
Airfare, match tickets, accommodation, airport transfers, transportation, sightseeing tours, stadium tours and meals (if any), as specified in the travel brochure / itinerary / booking form.
Classic / Deluxe Package Price includes:
Match tickets, accommodation, transportation, sightseeing tours, stadium tours and meals (if any), as specified in the travel brochure / itinerary / booking form.
Lite Package Price includes:
Match tickets, accommodation, stadium tours and meals (if any), as specified in the travel brochure / itinerary / booking form.
Package Price excludes:
Airport taxes, airport security taxes, airline insurance surcharges, fuel taxes, visa fees, travel insurance, customs user fees and service fees as specified by the airline and airport authorities; laundry, excess baggage charges, beverages, room services, gratuities to drivers and tour leaders / local guides and tips to hotel porters; and personal expenses. Please enquire with the Company about visa fees, gratuities to drivers and tour leaders / local guides and tips to hotel porters.
Child Price
Children below the age of 12 years as of the date of arrival back to their respective home countries are eligible for child fare. Child fare is based on a twin-share or double room with 2 adults without an extra bed. If an extra bed for the child is require, please arrange with the Company who will advise on the surcharges / supplements, if any.
Pricing Policy Relating to Promotions
The Company accords discounts and other form of promotional pricing. Its policy is to display all service charges including such discounts or promotions.
Payment Scheme for Reservation
Payment can be made in full or by way of a deposit followed by the balance of payment. Please refer to Clause 3 "Deposit, Balance and Full Payment" for further elaboration.
Modes of Payment
Payment can be made in Cash, by PayNow, by Bank Transfer, Cheque or Credit card. All payments have to be made out in Singapore Dollars.
Pricing Accuracy
The Company is committed to the avoidance of over or undercharging. To ensure accuracy of charging, its policy is to list clearly all prices in sales invoices and communications materials. The Company will also clearly indicate any additional charges for extra services that may be incurred by the Customer.
Official Invoices
The Company shall issue a detailed invoice for each and every payment made.
Official Contracts
No contract shall exist until the company have received an agreement and confirmation of acceptance of the Terms and Conditions when the booking is made over the telephone/email/face to face meeting at our office. By making the first payment to the company, the customer automatically agrees and confirm to the acceptance of the Terms and Conditions. There is no requirement for a signed hard copy of this agreement.
We reserve the right to terminate any contract which has been entered into if the behaviour/conduct of the client or any member of their party either prior to or during a trip is likely to endanger the safety or well-being of themselves or others. In the event of us terminating any contract due to the behaviour or conduct of the Client or any member of their party, no refund will be made payable to you.
In the event during the travel package, the property of the accommodation that you or any member of your party are staying at is damaged; you hereby agree to indemnify us against any claim (including legal costs) made against us arising from to the occurrence of such incidents.
Matchday Affairs Pte Ltd has the right to cancel any bookings where price errors have occurred.
03Deposit, Balance and Full Payment
Reservations are confirmed via a structured three-instalment payment schedule (the "45 / 35 / 20" schedule) as set out below. Each instalment forms part of your final package price.
| Instalment | Share of total | Due |
|---|---|---|
| 1st payment (deposit) | 45% | Upon reservation |
| 2nd payment | 35% | On confirmation of services (typically 60 days before departure, or as stated in the brochure) |
| 3rd payment (balance) | 20% | 30 days before departure, or as stated in the brochure |
If you fail to make full payment by the stipulated deadline, we shall be entitled to treat your reservation as cancelled and to impose a cancellation fee, in accordance with clause 4 below, and to apply any prior payments toward settlement of the cancellation fee, with any balance owing to be payable within 7 days, without any recourse by you against us.
Customer can also opt for full payment to confirm the service. Payment in full will be incentivised accordingly as stated in the brochure.
04Cancellation, Cancellation Fees and Refunds
(a)(i) By the Customer
You must cancel your booking, in writing, at any time before the designated departure date, subject to payment of a cancellation fee to us, to be computed based on the table below. In such event, you shall additionally be responsible for any non-refundable expenses ie. flight tickets, match tickets, airport taxes, hotels bookings and miscellaneous surcharges imposed by the relevant match ticket supplier(s), relevant airline(s), relevant hotel(s).
Should there be a refund, we shall be entitled to charge an administrative fee of S$150, to be deducted from the refunded amount, for processing the refund.
Please note that any change of departure date, customer's name (including correction of typographical errors) or the reservation is considered as a cancellation and a cancellation fee will apply.
(a)(ii) For Travel Packages
| Cancellation notice date | Cancellation fee (per person) |
|---|---|
| More than 36 days onwards before departure | 90% of package price forfeiture |
| Less than 35 days before departure | 100% of package price forfeiture |
(a)(iii) For Match Tickets
You are NOT ALLOWED to cancel and there will NOT be a REFUND if the event gets changed/postponed due to TV Broadcasting rights or Cup competition clashes. The match ticket is still valid for the postponed matches.
There will be NO REFUNDS should you choose to cancel your travel plans on your own accord. Your match tickets is still valid. We can try to sell it for you but we are under no obligation to sell the match ticket.
(b) By Force Majeure
Force Majeure includes circumstances that are beyond our control (e.g. natural disasters, epidemic, pandemic, war, acts of terror, unexpected legislation/government change, lockdown, strikes and etc…).
(i) Travel package cancelled before or on the travelling period
If the travel package is cancelled before or on the travelling period because of Force Majeure, Covid-19 and circumstances that are beyond our control, the company reserve the right to assessed the situation accordingly. There will be no refunds to customers unless the company receive refunds from our suppliers such as airlines, hotels, match tickets suppliers, transportations companies and etc. The company will be unequivocally entitled to disburse the amount of refunds to customers that the company deem fit. The refund amount that will be disburse to you is up to the company discretion and the refund amount will be final and unequivocal. The company will propose another travel package where possible.
(ii) One or more events cancelled during travel period
If you have travelled for the travel package and one or more events of the travel package is cancelled during the travel period because of Force Majeure, Covid-19 and circumstances that are beyond our control, the company reserve the right to assessed the situation accordingly. There will be no refunds to customers unless the company receive refunds from our suppliers such as airlines, hotels, match tickets suppliers, transportations companies and etc. The company will be unequivocally entitled to disburse the amount of refunds to customers that the company deem fit. The refund amount that will be disburse to the customer is up to the company discretion and the refund amount will be final and unequivocal.
(iii) Singapore government travel bans
If the government of Singapore enforced travel bans which makes you miss travelling to the destination and/or miss one or more event of the travel package, the company reserve the right to assessed the situation accordingly. There will be no refunds to customers unless the company receive refunds from our suppliers such as airlines, hotels, match tickets suppliers, transportations companies and etc. The company will be unequivocally entitled to disburse the amount of refunds to customers that the company deem fit. The refund amount that will be disburse to the customer is up to the company discretion and the refund amount will be final and unequivocal. The company will propose alternative travel package at a later date where possible.
(iv) Destination country travel bans
If the government of the country you are travelling to enforced travel bans which makes you miss travelling to the destination and/or one or more event of the travel package, the company reserve the right to assessed the situation accordingly. There will be no refunds to customers unless the company receive refunds from our suppliers such as airlines, hotels, match tickets suppliers, transportations companies and etc. The company will be unequivocally entitled to disburse the amount of refunds to customers that the company deem fit. The refund amount that will be disburse to the customer is up to the company discretion and the refund amount will be final and unequivocal. The company will propose alternative travel package at a later date where possible.
(v) Quarantine or isolation enforced
If the government of the country you are travelling enforced quarantine or isolation which makes you miss one or more event of the travel package, the company reserve the right to assessed the situation accordingly. There will be no refunds to customers unless the company receive refunds from our suppliers such as airlines, hotels, match tickets suppliers, transportations companies and etc. The company will be unequivocally entitled to disburse the amount of refunds to customers that the company deem fit. The refund amount that will be disburse to the customer is up to the company discretion and the refund amount will be final and unequivocal. The company will propose alternative travel package at a later date where possible.
05Amendments by Customer
Any change to the identity of a customer or to the designated departure date shall be deemed a cancellation of the reservation and a cancellation fee, as set out in clause 4 above, will apply. Subject to that, you may submit a written request for an amendment to the details of a reservation, such as rectification of typographical errors in a customer's name, changes to flight itinerary and accommodation, at any time. We will endeavour to accommodate or facilitate your request but cannot assure you that it can be affected. In particular, you may not be able to effect any change to certain arrangements, such as the issue of special airfare tickets. Where the change is possible, you shall be responsible for all additional charges and administrative fees that may be incurred to effect the change. We will endeavour to confirm the status of any request for an amendment within 14 days of receiving the written request.
06Refund Payments
For payments made in cash, PayNow, cheque or bank transfer, refunds will be made in a form of Refunds vouchers and will generally be processed within 2 to 4 weeks from the date of cancellation.
For credit card payments, refunds will be made via the respective credit card company and will generally be processed within 6 to 8 weeks from the date of cancellation.
The refund process may take longer during peak seasons, due to the increase in transaction volume.
07Travel Documents and Travel Insurance
Passport and Other Travel Documents
Subject to this clause, each traveller is solely responsible for ensuring that his or her passport or other travel document is valid for at least 6 months from the expected date of departure from the last point of departure in the itinerary and that he or she has all necessary visas, permits, passes, licences, vaccinations, health certificates and/or other documents or approvals as may be required by the applicable governmental authorities of the destination country(ies).
If a reservation has to be cancelled because the traveller is unable to obtain a visa or other travel document required, the relevant cancellation fee under clause 4 above will apply. We shall not be responsible, under any circumstances, for any loss, damage or expense, or to reimburse or refund any part of the tour fare, should any traveller be deported or refused entry by the immigration authorities of any country, for any reason, including irregular travel documents, quarantine restrictions, customs regulations, import/export restrictions, executive or administrative orders, possession of unlawful items or other criminal activities.
Each traveller is also solely responsible for ensuring that his or her name as provided to the Company and reflected in the Pax Statement tallies with the name in his or her passport or travel document. If any amendment to such name is required, all applicable fees and charges shall be borne by the traveller.
Visa Applications
Each traveller is solely responsible to do his/her own due diligence for the need of visa before entering foreign countries. We may, from time to time, assist a customer to submit a visa application for a fee, but do not guarantee the outcome or approval of any such application. Different embassies or consulates require varying lengths of time to process visa applications and, accordingly, any traveller seeking our assistance to apply for a visa must check with us as soon as possible on the applicable visa requirements.
Travel Insurance
All travellers are strongly encouraged to obtain a comprehensive travel insurance policy to protect against unforeseen circumstances, such as quarantine and isolation due to Covid-19, baggage loss, flight delays, travel agent insolvency and medical emergencies. We shall not be responsible, under any circumstances, for any such matters.
08General Matters Relating to Our Packages
Baggage Handling / Lost or Damaged Baggage
Customers will be allowed check-in and hand-carry luggage according to the respective airlines' regulations. Excess baggage must be paid locally by the customers. We will not be responsible for the loss, damage or theft of any item(s) belonging to a customer throughout the duration of the travel period.
Meals
Meals, including meals on-board flights, are as indicated in the travel itinerary. No refunds or replacements will be provided if the on-board meals are not served for any reason.
Travelling with Minors
Travellers under 18 years of age (as at the scheduled departure date) must be accompanied by an adult. If any person under 18 years old is travelling with an adult other than his or her parent or official guardian, his or her parent or official guardian is required to fill up an "Unaccompanied Minor and Handling Assistance Waiver" form. It is also the customer's sole responsibility to ensure that the requirements of any relevant airline and/or regulatory authority relating to minors are complied with.
Pregnancy
It is the responsibility of travellers who are pregnant to ensure that they have a doctor's certification that they are fit for travel. Notwithstanding any such doctor's certificate, third party providers, such as airline companies, have the sole discretion to disallow a pregnant traveller to board the relevant flight or to undertake certain activities and no refunds shall be payable in such event.
Special Requests
It is the Customer's sole responsibility to inform the Company of any special request that a traveller may have, such as special dietary requirements, special seating arrangements, requests for adjoining rooms, requests for a smoking room, etc. at the time of reservation. All requests are subject to availability and confirmation, and we will not be responsible if any such request is not or cannot be met for any reason.
09Rights, Disclaimers and Indemnity
Without limiting any other provision of these Terms and Conditions, to the fullest extent permitted by law, we shall not be responsible or assume any liability to any customer for:
- (a) any injury, damage, loss or delay affecting any person or property not arising from our own negligence or breach;
- (b) any loss, damage, cost, expense or delay suffered or incurred due to circumstances beyond our reasonable control, including but not limited to:
- Actions or omissions of third parties (including any applicable third-party service providers); mechanical breakdowns (e.g. flights, trains, buses, coaches, vehicle for airport transfer and etc…);
- Force Majeure Event (e.g. natural disasters, epidemic, pandemic, war, acts of terror, unexpected legislation/government change, lockdown, strikes and etc…);
- Failure by the customer to comply with any of his or her obligations hereunder, including:
- a failure by the customer to possess, obtain or maintain any travel documentation required for the package (e.g. health certificates, visas, valid passports, etc…);
- a failure by the customer to follow reasonable instructions, including but not limited to noting and complying with specified check-in and check-out and/or meeting places and times.
To the fullest extent permitted by law, our maximum liability to any customer for any loss, damage, cost and/or expense shall in no event exceed the amount of the package price paid to and received by us in respect of such traveller.
In no event shall we be liable for any punitive, special, indirect or consequential loss or damage, including loss of production, profit, revenue or contract or loss of or damage to goodwill or reputation. Any cause for a refund will be assessed accordingly by the management of the company.
You agree to indemnify us, our affiliates and our respective officers, directors and employees, immediately on demand, against all claims, liabilities, damages, costs and expenses, including legal fees (on a full indemnity basis), arising out of any breach of these Terms and Conditions by you.
10Events, Match Tickets and Seats
Broadcasting TV Rights
Events are subjected to change due to broadcasting TV rights. We will not be held responsible to the possible postponement of the events being moved earlier or later.
For Premiere and Deluxe customers, we reserved the right to change the travel itinerary to suit to the trip's needs.
For Match ticket & Lite Package customers; there will be no refunds if the customer misses an event due to broadcasting TV Rights.
Cup Competition Clashes
Events are subjected to change due to cup competition clashes. The company will not be held responsible to the possible postponement of the events being moved earlier or later.
For Match ticket & Lite Package customers; there will be no refunds if the customer misses an event due to cup clashes.
For Premiere and Deluxe customers; if the travel period has fixtures that have possible postponements due to cup competition clashes, the company will propose alternative package at a later date.
If the customers don't agree to the alternative travel packages, there will be no refunds to customers unless the company receive refunds from our suppliers. The company will be unequivocally entitled to disburse the amount of refunds to customers that the company deem fit. The refund amount that will be disburse to you is up to the company discretion and the refund amount will be final and unequivocal.
Stadium Seats
We will not be held accountable and responsible should there be any changes to the location of the stadium seats.
In no event shall we be liable for any punitive, special, indirect or consequential loss or damage, including loss of production, profit, revenue or contract or loss of or damage to goodwill or reputation. Any cause for a refund will be assessed accordingly by the management of the company.
11Miscellaneous
The Company reserve the right to change, amend, insert or delete any of these Terms and Conditions, or policies contained therein, from time to time. The latest copy of these Terms and Conditions is maintained and made available on our website. Customers and travellers are responsible for periodically checking our website to update themselves on the latest Terms and Conditions.
You agree to indemnify us, our affiliates and our respective officers, directors and employees, immediately on demand, against all claims, liabilities, damages, costs and expenses, including legal fees (on a full indemnity basis), arising out of any breach of these Terms and Conditions by you.
By agreeing to the terms and conditions of our travel packages, customers are agreeing to have your pictures taken during the trip for future Matchday Affairs marketing purposes. Customers who don't want to have their pictures taken are advised to come forward before the commencement of the travel package.
12Feedback Mechanisms
We welcome feedback from our customers. Should you have a complaint on the travel package, you should inform our representative during the course of the travel period and if matter cannot be resolved after our representative's best endeavours to do so during the travel period, your complaint should be made in writing to the Company at:
- Email: [email protected]
- WhatsApp: +65 8181 1117
Matchday Affairs Pte Ltd · UEN 201927910K · Registered in Singapore
Mon–Sat · 10:00am – 7:00pm SGT