Frequently Asked Questions

Why do prices vary?

The availability and price of tickets are driven by market demand; they are not set by FutbolTour.com. All tickets are listed and priced by approved ticket specialists. Each of these specialists competes to offer you a wide selection of options. The "face value" is the price printed on the ticket or the original cost in the primary market. Face value may differ from the selling price since tickets on www.futboltour.com are sold by third parties at market value. If an event has high demand, the selling price is usually considerably higher than its face value, and vice versa.

Are the tickets guaranteed?

FutbolTour.com works with a select network of ticket specialists to ensure reliable service. FutbolTour.com operates solely as a secure online marketplace, it is not the direct seller of the tickets and assumes no responsibility for them. However, we offer our 150% guarantee: in the extremely unlikely event that you do not receive the tickets you ordered in time for the match, we will refund 100% of your money and give you a credit for 50% of the value of your original purchase to use for another match.

Are the tickets for the home or away fans?

All tickets listed for an event correspond to the home team's sections unless specifically stated otherwise. Therefore, if tickets are simply described as "Behind the Goal" or "Longside", they will be for the home supporters. On many occasions the seller may also offer tickets for the away section, but these will be clearly described as such. For example, for an Arsenal vs. Liverpool match, tickets for the away team would be indicated as "Away Section", "Liverpool Section" or "Away Seats". FutbolTour.com reserves the right to cancel an order if there is evidence suggesting that the buyer is a supporter of the away team and has purchased tickets designated exclusively for the home fans.

*Please note that the above does not apply to matches played in a neutral stadium (such as the Champions League Final, Europa League Final, FA Cup Final or World Cup events). In these cases, sellers usually indicate which fans their tickets are for. If there is no indication, you must assume that the seats could be at either end of the stadium.*

Are the seats together?

Tickets are issued with the seating arrangement specified in the ticket description. Here is a breakdown for your reference:

• SINGLE SEATS: The seats will not be next to each other.
• UP TO 2 TOGETHER: A maximum of 2 seats will be contiguous. If an odd number is purchased, one person may sit separately.
• UP TO 3 TOGETHER: A maximum of 3 seats will be contiguous.
• UP TO 4 TOGETHER: A maximum of 4 seats will be contiguous.
• ALL SEATS TOGETHER: All seats in the group will be together.
• CONNECTED SEATS: Seats are connected in pairs, which may mean they are next to each other, diagonal, or separated by other seats or aisles.

If the seating arrangement is not explicitly detailed in the ticket description, we will make every effort to obtain seats together. However, in such cases it cannot be guaranteed.

If you have specific requirements, please contact our customer service team via email. One of our representatives will be happy to help you find the tickets that suit your needs.

What is the exact location of the seats?

It is often not possible to provide the exact seat location at the time of booking because ticket allocations are not confirmed to suppliers in advance. For this reason you may only find generic descriptions of the location (Behind the Goal, Longside, Away Section). You should assume that the seat location could be the worst within the generic description. Some listings have more information about the allocation but tend to be higher priced. If you are unsure about the seat location based on the description, check 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 that occasionally some objects such as overhangs or pillars may partially obstruct your view (particularly in older stadiums) and that "unrestricted view" does not always mean a 100% clear view. Instead, "unrestricted" means that the view is not significantly obstructed in a way that would normally lead the event organizer to sell that ticket at a reduced price.

The seller reserves the right to upgrade the customer's seats if the ones ordered are not available. However, tickets can never be downgraded to a lower category without the buyer's consent or an agreed discount. The hierarchy of seats (from worst to best) is as follows: Upper Behind Goal, Lower Behind Goal, Upper Longside, Lower Longside, VIP and Hospitality categories.

When will I receive my tickets?

Typically, football match tickets are released by clubs during the week prior to the game. Suppliers try to dispatch all tickets as soon as possible, and you will be notified by email when they are sent.

The delivery method also depends on the ticket format. They can be traditional paper tickets or, in most cases, electronic.

ELECTRONIC FORMATS

• PDF tickets are usually sent between 24 and 48 hours before the event for customers to print at home.
• Mobile Tickets are typically transferred 24 to 48 hours before the match. Depending on the club or federation, customers may need to download an app to receive them and present them at the stadium gates.

In both cases, specific instructions are always sent by email to the buyer.

Please note that, on rare occasions, tickets may be delivered on the same day as the event. However, we guarantee that customers will receive them in time to use them. If this occurs, we will notify the buyer with detailed instructions.

PHYSICAL TICKETS (PAPER)

Suppliers try to dispatch all physical tickets between 3 and 5 days before the event and we will notify you by email when they are sent. Sometimes tickets can be delivered on the day of the event and/or the seller may require you to collect them locally. If you are traveling from abroad, we recommend providing a local delivery address (for example, a hotel) in the city of the match.

How are the tickets delivered?

ELECTRONIC FORMATS

PDF files and Mobile Tickets are the most convenient method. They are transferred electronically by email or through a dedicated app, and you can expect to receive them immediately after they are sent, usually between 24 and 48 hours before the event.

PHYSICAL TICKETS (PAPER)

All physical tickets are sent using secure shipping methods that require a signature. Please provide a safe address where someone is available to sign for the envelope. If you are staying at a hotel, it is advisable to inform them that you are expecting a delivery and authorize them to receive it on your behalf. If no one is available, the courier will leave a note so you can collect the envelope from the local office. If you have not received a note or tracking number, contact us as soon as possible.

ELECTRONIC VOUCHERS

In certain cases, especially for packages that include additional services, you will receive a confirmation voucher after your purchase. This voucher is your proof of service. Physical tickets for the event will not be sent in advance; instead, the assigned guide will personally deliver them to you on the day of the event when they pick you up at the agreed point.

Can I change my delivery address?

Yes, please contact our customer service team by phone or email to change your delivery address. Have your order reference number handy so we can locate it. If the change of address results in a difference in shipping costs, you will be charged or refunded the difference.

Why have I been asked for proof of my billing address?

Due to the growing number of credit/debit card fraud cases, you may be asked to provide documentation verifying that the details match the billing address of the card. We assure you that we keep your personal information secure in accordance with our Privacy Policy. Failure to provide the documents within the specified time will result in the cancellation of your order.

Can I cancel my tickets once purchased?

FutbolTour.com has no policy for exchanges, refunds or cancellations unless an event is completely cancelled and not rescheduled. If an event is rescheduled and you cannot attend, we cannot offer refunds as stated in our Terms and Conditions. However, we offer you the opportunity to resell your tickets on our website in an attempt to recoup your investment.