FAQ’s

Availability and prices of tickets are driven by market demand; they are not determined by Enjooy. All the tickets are listed and priced by approved ticket specialists. Each ticket specialist competes with others to provide you with a large selection of tickets. Face value refers to the price printed on the “face” of the ticket or the original purchase price in the primary market. The face value of a ticket can differ from the selling price because the tickets listed on Enjooy are sold by a third party at “market value”. If the event is in high demand, the selling price is generally much higher than the face value of the ticket and vice versa.

Due to the increasing amount of fraudulent debit/credit cards, you may be asked to provide documentary evidence to verify the correct details correspond to the billing address of the credit card. Please be assured we keep your personal information safe according to our Privacy Policy. Failure to provide documents by the deadline will result in your order being canceled.

Please contact our customer service team by phone or email to change your delivery address. Please have at hand your Order Reference Number so we can find your order. If there is a change in shipping costs that result by you changing the delivery address you will be charged or refunded the difference.

• ELECTRONIC FORMATS

PDF files and Mobile Tickets are the most convenient form of tickets. These are transferred electronically either via email or through a dedicated application and you can expect to receive them immediately after they are sent out. Usually between 24/48 hrs prior to the event date. In all cases, specific instructions are always emailed to the buyer depending on their ticket selection to make sure tickets are received accordingly. Please note that on rare occasions, tickets may be delivered on the day of the event. However, we guarantee that customers will receive their tickets with sufficient time to use for the event. If this happens, we will notify the buyer with specific instructions on how to access their tickets.

• PHYSICAL (PAPER) TICKETS

All tickets are sent using secure shipment methods, depending on your location. If the tickets are sent within the UK for a UK event, they will be dispatched via Special Next Day Delivery / Bike Courier / Hand Delivery or by Private Courier and will require a signature. Delivery times may vary depending on the delivery method chosen at purchase. If they are being delivered to your hotel in Italy / Spain / Germany / Netherlands or Portugal the sellers may use courier companies and/or private couriers. Please provide a secure address to ensure someone is available to sign for the envelope. If you are staying in a hotel you need to authorize anyone at the hotel to accept the delivery on your behalf so you may want to advise them, you will be expecting a delivery. If no one is available to sign for the delivery, your postman/courier will leave a “while you were out card” and you will be able to collect your envelope from your local Sorting Office (The address can be found on the back of the card). If you have not received a ‘While you were out’ card or you have not been given a tracking number, please contact us as soon as possible. For international orders, tickets may be sent via FedEx, DHL, UPS, or any other International Courier Service. The mentioned courier companies provide online tracking to ensure fast and secure deliveries. Please contact us after receiving the dispatch email so we can provide you the tracking number.

Tickets for football events are generally released by the clubs only the week leading up to the match. Suppliers try to get all tickets dispatched as soon as possible, and you are advised by email when they are sent. Deliveries also depend on the format of the ticket. These can either be regular physical tickets or in most cases, tickets tend to be released by the clubs in an electronic configuration. The most common ticket formats nowadays are either PDF files or Mobile Tickets.

• ELECTRONIC FORMATS

PDF tickets are usually sent out between 24/48 hrs prior to the event date for our customers to print at home at their own convenience,
Mobile Tickets are usually transferred 24/48 hrs before the match and, depending on the club or federation responsible to release them, our customers may be required to download an application in order to receive them and present at the stadium gates.

In both cases, specific instructions are always emailed to the buyer depending on their ticket selection.s

Please note that on rare occasions, tickets may be delivered on the day of the event. However, we guarantee that customers will receive their tickets with sufficient time to use for the event. If this happens, we will notify the buyer with specific instructions on how to access their tickets.

• PHYSICAL (PAPER) TICKETSs

Suppliers try to get all tickets dispatched within 3-5 days prior to the event and you are advised by email when they are sent. Once receiving notification of dispatch, you can expect them the following day for UK deliveries or within 1-3 days for International deliveries. Sometimes tickets can be delivered on the day of the event and/or the seller will require you to collect the tickets locally. If you are concerned that this will not give you enough time to reach the event, please contact us so we can arrange an alternative delivery method. If you are travelling from abroad to see a football match, we encourage you to provide a local delivery address or hotel in the match country/city.

The exact location of seats oftentimes cannot be provided at the time of booking as ticket allocations are not confirmed to the suppliers in advance. For this reason, you may only find generic descriptions of seat locations (Behind the Goal, Longside, Away Section). Please assume that the seat location may be the worst allocated within a generic description, some listings have more information regarding the allocations, but the price tends to be higher. If you are unsure about the location of the seats based on the descriptions, please see the venue maps or contact our customer service team for clarification.

Tickets on the website are classified as either “unrestricted view” or “restricted view”. You agree and accept that occasionally, some objects including overhangs or pillars can partially obstruct your view (particularly in older stadiums) and that an “unrestricted view” does not always mean 100% unobstructed. Instead. “unrestricted” means that the view is not obstructed in a major way that would typically result in a ticket for this particular seat being sold at a lower price by the event organiser.

The seller reserves the right to upgrade customers seat(s) should the seat(s) they order become unavailable or in the event of seller default. Tickets can however never be downgraded without consent of the buyer or at an agreed discount. The hierarchy of seats (worst to best) are as follows: Shortside Upper Tier, Shortside Lower Tier, Longside Upper Tier, Longside Lower Tier, VIP and hospitality categories.

Tickets are issued with seating arrangements as specified in the ticket listing, indicating the number of seats together. Here’s a breakdown for your reference:
SINGLE SEATS: Seats will not be positioned beside each other.
UP TO 2 TOGETHER: A maximum of 2 seats will be adjacent. If an odd number is purchased, one person may be seated separately.
UP TO 3 TOGETHER: A maximum of 3 seats will be adjacent.
UP TO 4 TOGETHER: A maximum of 4 seats will be adjacent.
ALL SEATS TOGETHER: All seats will be grouped together.
CONNECTING SEATS: Seats are connected in pairs, which could involve adjacent placement, diagonal alignment, or with other seats or aisles in between.

If you have specific requirements, kindly reach out to our customer service via email. Our representative will be glad to assist you in finding the appropriate tickets to meet your needs.

All tickets listed for an event are for the home team sections unless otherwise specifically stated. Therefore, if tickets are simply listed as “Behind the Goal” or “Longside” they will be for home team supporters. Many times, the seller can also offer tickets for the visiting team section, but the tickets will be described as such, For Example: Arsenal v Liverpool – the tickets for the visiting team will say “Visitors Section”, “Liverpool Section” or “Away Seats”. Enjooy reserves the right to cancel an order if there is evidence to suggest that the buyer is an away team supporter when purchasing tickets allocated for home team supports only.

*Please note, the above specifications do not apply to matches that are played at a Neutral Venue/Stadium (such as, Champions League Final, Europa League Final, FA Cup Final, League Cup Final or World Cup events). In these cases, the sellers usually state to which end their allocations belong. If there is no indication, please assume the seats could be allocated in either end of the ground.

Enjooy works with a small network of ticket specialists to ensure reliable service. Enjooy provides a secure online marketplace only and is not the seller of, and does not take responsibility for, any tickets sold through the online marketplace. We do however offer you a 150% money back guarantee: In the highly unlikely case you do not receive tickets for the seats you ordered in time for the match, we will refund 100% of your money back, plus we will offer you a credit worth 50% of your original purchase towards another match.

Enjooy does not have an exchange, refund, or cancellation policy unless an event is canceled entirely and not rescheduled. If an event is rescheduled and you are not able to attend, we cannot offer any refunds. This is also mentioned in our Terms and Conditions. We do however offer you the opportunity to resell your tickets on our website in an attempt to recover any losses.