1.1.8 If a match is abandoned after spectators are admitted to the ground, but before kick off, ticket holders are entitled to free admission to the re-arranged match. If a match is abandoned after kick off supporters are entitled to half-price admission to the re-arranged match on production of matchday ticket stub.

1.1.9 Season tickets are available by instalments.

1.2 Tickets for cup competitions are priced in agreement with opposition, but
no higher than league games and on occasions reduced. Tickets are allocated for sale first to Season Ticket Holders and then to the general public.

1.3 Refunds will only be considered if the ticket is returned to the Ticket Office no later than 24 hours prior to kick-off. No refunds are given after game commences.

2 AWAY SUPPORT

2.1 The Club's supporters are allocated tickets for away matches as follows:-

Premium games offered to Red Book Holders - one ticket per book with appropriate special match voucher. Any remaining tickets are offered to White Book Holders, again one ticket per book with appropriate special match voucher. Subject to availability, tickets will go on general sale with no voucher required.

If there is a high allocation of tickets, all tickets will go on general sale with no voucher required.

2.2 Visiting supporters are charged the same price as home supporters and concessions (under 16/over 65) apply regardless whether the opposing club offers the same to MFC supporters.

2.3 The Club abides by the FA Premier League Rules governing the allocation of tickets to visiting clubs.

3 LOYALTY AND MEMBERSHIP

3.1 The Club rewards the loyalty of Season Ticket holders through the following means:

3.1.1 Red Book holders are given priority booking for big away games when demand for tickets is expected to out-strip supply. On such occasions, Red Book holders are given priority booking over other Season Tickets holders, who in turn are given priority booking over non-Season Ticket holders.

3.1.2 All Season Ticket holders receive a patron number prefixed with a letter which indicates how long they have been a Season Ticket holder. Should Middlesbrough qualify for a high profile cup tie such as a semi-final or final, tickets may be sold giving priority to those who have held Season Tickets the longest, using the letters prefixing patron numbers for guidance.

3.1.3 All Season Ticket holders receive a considerable cash saving over the course of the season, compared to supporters who purchase tickets on a match by match basis.

3.1.4 All Season Ticket holders are guaranteed the same seat for each FA Premier League home fixture.

3.1.5 All Season Ticket holders receive free entry to reserve team games at the Riverside Stadium.

3.2 The Club runs a membership club called Boro Junior Lions for its supporters aged up to 16. Benefits of membership include:

3.2.1 Free entry to reserve team games at the Riverside Stadium.

3.2.2 Discounts on children's clothing and merchandise in the MFC Retail stores.

3.2.3 Entry into a regular draw to be the club's mascot at one of the club's home games.

3.2.4 The opportunity to attend football coaching courses and meetings with Middlesbrough first team players.

3.2.5 A variety of club merchandise.

4 CONSULTATION AND INFORMATION

4.1 The Club consults supporters on a regular basis through a variety of formats. These include monthly meetings between the Media and Communications Department and the Chairman and Secretary of the Official Supporters Club, regular attendance of Club Officials at Official Supporters Club Q&A meetings, a minimum of annual attendance of Club Officials at other Supporters Club Branches and active involvement in FA Premier League's Fans Survey and FA Supporters Panel. 

4.2 The Club actively publicises its position on major policy issues in an easily digested format in the Club Programme, official internet website and via press releases to the local and national media.

4.3 The Club has and continues to develop ways to consult with sponsors, the local authority and other interest parties.

4.4 The Club gives the earliest possible notice of any changes to its ticketing policy and reasons for the changes via the Club Programme, official internet website, Boro TV, Clubcall telephone line, advertising in the local media and via press releases to the local media.

4.5 The Club undertakes research on the design of its strip via supporters polls and consultation and discussion with the Official Supporters Club.  Through its consultation process outlined in 4.1, it also regularly consults supporters about the number of new strips they feel should be introduced.
 
5 COMMUNITY ACTIVITY

5.1 The Club plays a strong role in the local community which supports it and takes seriously its role at the heart of the community.

5.2 Through its Willie Maddren Education Centre, a wide range of school children are given the opportunity to attend "education through football" courses at the Club, focusing on the promotion of a healthy lifestyle.

5.3 Through its involvement with Middlesbrough Football Community Centre, the Club provides a wide range of football and further education courses at affordable prices to all members of the local community.

5.4 The Club actively supports the fundraising efforts of local charitable causes with the donation of a wide range of Club merchandise signed by the first team squad.

5.5 Each year the Club is committed to nominating a local "Chosen Charity" for special fundraising and publicity help for a full season.

5.6 The Club actively helps to promote and publicise local charitable causes and other good causes such as schools by arranging for players to attend publicity events.

5.7 The Club actively supports the community based efforts of other key organisations such as the Police, by arranging for players and Club Mascot, Roary the Lion, to attend community events.

5.8 The Club actively supports anti-racism causes through messages via its Club Programme, official website, matchday PA system, concourse TV system and press releases to the local and national media. It is further committed towards helping to stamp out racism by supporting other efforts in the community and taking a strong stance towards the use of racist language or behaviour in its stadium.

6 MERCHANDISE

6.1 Replica strips will continue to be changed on a seasonal basis through consultation with supporters groups with their continued involvement with design.

6.2 The Club attaches swing tickets with launch and sell by date.

6.3 The Club carries out its obligations under the Premier League Rule Book to prevent price fixing in relation to the sale of replica kit.

6.4 The Club offers refunds on merchandise in accordance with its legal obligations.

6.5 MFC kit is only available through MFC Retail Outlets, MFC Official Website and MFC Official Mail Order Catalogue.

6.6 Details of the next intended change of kit are available from the Club Shop.

7 STAFF CONDUCT

7.1 The Club is accredited and certified by SGS Yarsley in quality control in accordance with ISO 9001.

7.2 The Club has a Spectator Safety Policy.

7.3 The Club is represented on the Board of Kick Racism Out Of Football and fully supports its policies, aims and objectives.

7.4 The Club provides a wide range of facilities for disabled supporters and positively encourages our Disabled Supporters Association.

7.5 The Club has adopted an Equal Opportunities Policy which is included in our staff handbook.

7.6 We have a customer relations mission statement throughout the Company with the slogan:

Under Promise/Over Deliver

Reward our People, Reward our Customers, Reward Ourselves

8 CUSTOMER SERVICE

8.1 The Club responds to any contact from a customer within a maximum of seven working days.

8.2 The Club responds to contact from customers by letter, facsimile, e-mail and/or telephone. If a customer requests a response in writing, they will always receive one. When it is considered appropriate, they will also receive a telephone call.

8.3 All contact from customers will be responded to either by members of the Club's Executive, Department Heads or, where it is considered appropriate, a member of the Club's Public Relations Department.