Refund Policy

1. Overview

At FanHoppers, we understand that plans can change. This Refund Policy outlines the circumstances under which refunds are issued and the timelines involved.

This policy applies to all bookings made through our website or authorized partners.

2. Customer-Initiated Cancellations

2.1 Standard Cancellation Policy

If you need to cancel your booking, the following refund schedule applies:

2.2 How to Request a Cancellation

To cancel your booking:

1. Email hello@fanhoppers.com with your booking confirmation number
2. Include "Cancellation Request" in the subject line
3. Provide the reason for cancellation (optional but helpful)
4. We will confirm receipt within 24 hours and process the refund according to the schedule above

2.3 No-Show Policy

If you fail to appear at the designated meeting point at the scheduled time without prior cancellation:

• No refund will be issued
• The booking is considered fulfilled
• Rescheduling is not available

Exception: If you contact us within 30 minutes of the scheduled start time with a valid emergency, we may offer a partial credit for future bookings (at our discretion).

3. FanHoppers Cancellations

3.1 Match Cancellation or Postponement

If the football match is cancelled or postponed by the club or governing body:

• 100% full refund automatically issued
• OR option to reschedule to the new match date (if announced)
• You will be notified within 2 hours of the official announcement
• Refund processed within 3-5 business days

3.2 Minimum Group Size Not Met

Our experiences require a minimum of 4 participants. If this minimum is not reached:

• We will notify you at least 48 hours before the experience
• 100% full refund or option to reschedule to another matchday
• Refund processed within 3-5 business days

3.3 Safety Concerns

If we determine the experience cannot proceed safely due to:

• Extreme weather conditions
• Civil unrest or security threats
• Public health emergencies
• Other force majeure events

You will receive:

• 100% full refund
• OR priority rebooking for future dates
• We will make every effort to notify you at least 24 hours in advance

3.4 Removal for Misconduct

If you are removed from an experience due to violation of our Terms & Conditions (e.g., inappropriate behavior, disrespect, intoxication):

• No refund will be issued
• You forfeit the remainder of the experience

4. Refund Processing

4.1 Refund Method

All refunds are issued to the original payment method used at the time of booking:

• Credit/debit card refunds: 5-10 business days (depending on your bank)
• PayPal refunds: 3-5 business days
• Other payment methods: As per the provider's processing time

4.2 Partial Refunds

For 75% refunds (7-14 day cancellation window):

• The 25% deduction covers non-refundable costs (venue reservations, guide coordination, food pre-orders)
• You will receive an email breakdown of the refund calculation

4.3 Currency and Transaction Fees

• Refunds are issued in the same currency as the original payment (EUR)
• Any currency conversion fees or international transaction fees charged by your bank are not covered by FanHoppers
• Payment processing fees (typically 2-3%) are non-refundable

5. Rescheduling Options

5.1 Customer-Requested Rescheduling

If you cannot attend your booked experience but do not want a refund:

• More than 14 days notice: Free rescheduling to any available future date (subject to availability)
• 7-14 days notice: €15 rescheduling fee
• Less than 7 days: Rescheduling not available (cancellation policy applies)

How to reschedule: Email hello@fanhoppers.com with your preferred new dates. We'll confirm availability within 24 hours.

5.2 Weather-Related Rescheduling

If the experience proceeds despite rain or mild weather (we provide covered alternatives):

• Refunds are not issued for weather conditions unless we cancel for safety
• Our guides are equipped to adjust the route to covered areas
• You will be notified of route changes in advance

6. Special Circumstances

6.1 Medical Emergencies

If you cannot attend due to a medical emergency:

• Contact us as soon as possible
• Provide medical documentation (if available)
• We will offer rescheduling or a partial refund on a case-by-case basis

6.2 Travel Disruptions

If you miss the experience due to flight cancellations, train delays, or other travel issues:

• Standard cancellation policy applies (no exceptions)
• We recommend purchasing travel insurance to cover these situations

6.3 Third-Party Bookings

If you booked through a third-party platform (e.g., GetYourGuide, Viator):

• Refund requests must be submitted through that platform
• The platform's refund policy may differ from ours
• We will process approved refunds as instructed by the platform

7. Add-On Refunds

If you purchased add-ons (e.g., stadium tickets, post-match pub crawl):

• Stadium tickets: Refundable only if the match is cancelled (subject to ticket provider's policy)
• Post-match activities: Refundable if cancelled more than 14 days in advance
• Add-ons follow the same cancellation timeline as the main experience

8. Disputes and Customer Service

8.1 Refund Disputes

If you believe you are entitled to a refund not covered by this policy:

1. Email hello@fanhoppers.com with your case details
2. Include booking confirmation, supporting evidence, and requested resolution
3. We will review and respond within 5 business days

8.2 Chargebacks

If you initiate a chargeback with your bank without first contacting us:

• Your account may be suspended pending investigation
• We will provide transaction evidence to your bank
• Future bookings may be restricted

Please contact us first so we can resolve the issue directly.

9. Non-Refundable Items

The following are not refundable under any circumstances:

• Payment processing fees (typically 2-3% of booking amount)
• No-show bookings (unless emergency exception granted)
• Partial experiences (e.g., leaving early by choice)
• Misconduct removals
• Changes in personal circumstances (job, schedule, interest)

10. Contact Information

For all refund and cancellation inquiries:

• Email: hello@fanhoppers.com
• Subject Line: "Refund Request" or "Cancellation Request"
• Include: Booking confirmation number, participant name, match date
• Response Time: Within 24 hours (weekdays), 48 hours (weekends)