Terms and Conditions
All members or persons seeking to become Members of the Parramatta Eels agree to be bound by these terms and conditions.
- Purchase of a Membership
1.1 Members may choose to join or renew their Parramatta Eels Membership (‘membership’) either online, over the phone, in person or via renewal form in the post if they are the Primary Account Holder.
1.2 After submitting an application or renewal for membership(s) and payment of the Membership Fee the Club will issue you an Order Confirmation via email once the membership has been processed. This may take up to 72 hours to be received. You must have a valid email address attached to your membership account to receive your Order Confirmation.
1.3 Memberships purchased after the first home game will not be sold on a pro-rata basis, unless advertised as such, and will be charged at the prices listed on the 2021 Parramatta Eels membership site.
1.4 Cancellation and refund policy
In exceptional circumstances, if a Member wishes to cancel their membership, the Club will advise the Member to submit a written request to the Membership Department via email to firstname.lastname@example.org or post to the Parramatta Eels Membership Team, PO Box 317, Kellyville NSW 2155 for consideration at its discretion.
If the fulfilment items have been sent prior to the request for cancellation, the membership product will not be cancelled or refunded, subject to the Australian Consumer Law.
Subject to the Australian Consumer Law, once a membership has been purchased, memberships are non-refundable.
Subject to the Australian Consumer Law, there will be no refunds available if you wish to terminate your membership prior to the end of your agreement on 30 September, 2021
- Renewing Memberships
2.2 2020 reserved seat season ticket holders (Captains Club, West Club House, Platinum, Gold, Silver, Bronze).
2.2.1 Any seats previously allocated to 2020 Members that have not renewed after the Reserved Seat Cut Off Date will automatically be made available for allocation to upgrading and/or new Members.
2.2.2 2020 Members wishing to change their Bankwest Stadium allocated seats are strongly encouraged to renew during the Renewal Period to secure themselves the best possible opportunity to secure alternate seats.
2.2.3 2020 Members who renew before the Reserved Seat Cut Off Date, but request a change of seating, will have their Bankwest Stadium allocated seats held until their Seat Change Request is processed. It is the responsibility of the Member to ensure they follow the instructions for submitting a seat change request.
2.2.4 Renewing 2020 reserved seat Members who renew after the Reserved Seat Cut Off may not be able to access their Bankwest Stadium allocated Members seating. 2020 Members wishing to renew after the Reserved Seat Cut Off will have to select their own seats at the time of purchase.
- New Memberships
3.1 New Members joining in 2021 will be charged new Member prices as outlined on the membership website.
4.1 All prices advertised on this site or flyers are inclusive of GST unless otherwise stated.
5.1 Upfront/Full Payment: Members may pay in full via VISA, MasterCard, American Express, Cheque, Money Order or EFTPOS at the time of application.
5.1.1 Charges against credit cards will appear on your statements as ‘Parramatta Eels National Rugby League Club Pty Ltd’.
5.1.2 If a credit card payment is declined by your bank you will be contacted for an alternate form of payment. Any fees levied to you for a failed payment by your financial institution will be payable by you.
5.1.3 Orders will not be added to the seating allocation queue (where relevant) until a payment is successful.
5.1.4 Cheques and money orders must be made payable to ‘Parramatta Eels National Rugby League Club Pty Ltd’.
5.1.5 If a cheque is dishonoured, you will be contacted for an alternate form of payment. Dishonoured cheques may incur an immediate fee applied by the bank. Any fees levied to you by your financial institution will be payable by you.
5.2 Instalments: Members may choose to pay by instalments via Visa, Mastercard or American Express.
5.2.1 Applications received prior to 17 November 2020 will pay for their first monthly instalment at time of purchase. They will then not be charged for the first instalment due on 17 November 2020, with monthly payments commencing on this day (2021 Eel4Life Rollover Date).
5.2.2 Applications/renewals received after 17 November 2020, will have the number of required payments deducted immediately upon receipt of application/renewal to bring them up to date with the fixed schedule. Subsequent monthly instalments will then be taken on the 17th of each month.
5.2.3 Payments will be deducted in instalments on the 17th of each month (or the next business day if the 17th falls on a weekend or public holiday), which commences on 17 November 2020 via a nominated VISA, Mastercard or American Express card.
5.2.4 Instalment dates cannot be changed, but additional payments can be made online at any time by the Member through the Ticketmaster Account Manager platform.
5.2.5 By joining the Monthly Instalment Plan, you authorise the Parramatta Eels to debit from your nominated credit/debit card for the amounts advised to you online at the time of application/renewal and in accordance with these Terms and Conditions.
5.2.6 If any payment fails to transfer between institutions on the 17th of each month, further attempts will be made throughout the month to clear the funds until successfully processed. The Member will be contacted via SMS or email to advise of any failed payments.
5.2.7 It is the Member’s responsibility to ensure the credit or debit card details provided are correct, including notification should the expiry date change. It is also the Member's responsibility to ensure sufficient funds are available on the nominated account on each scheduled instalment date, and that all contact details are correct at all times.
5.2.8 If an instalment payment is returned or dishonoured by the financial institution, Members will be notified to request immediate payment. Any fees levied to you by your financial institution will be payable by you.
5.2.9 The Parramatta Eels may suspend or cancel your membership if on two consecutive occasions your payment is dishonoured by your financial institution. You will be notified via email if the Parramatta Eels suspend or cancel your membership. Please note that at least three (3) business days will be needed to reinstate your membership once payment is received.
5.2.10 If your membership is suspended or cancelled, all membership benefits including, but not limited to, access to Parramatta Eels games, Member offers and pre-sale ticket windows will be suspended.
5.2.11 Members with outstanding debt from previous seasons are not eligible to renew/apply for membership for subsequent seasons until all outstanding debt has been paid.
5.2.12 The Parramatta Eels may refer any outstanding balances at the end of the season to a debt collection agency for recovery of any monies owed. This may involve additional costs that you would also be responsible for.
5.2.13 If you believe that a payment has been initiated incorrectly, contact the Parramatta Eels Membership Team on 1300 258 346.
- Eel4Life Membership Payment Program
6.1 All Members paying via credit card (VISA, Mastercard or American Express) or debit card backed by VISA or Mastercard, regardless of package type or payment method (upfront or instalments), agree to be opted in for the Eel4Life Membership Payment Program, facilitating automatic rollover of your membership from year to year on these terms and conditions.
Members can only opt out of Eel4Life Membership Payment Program at the conclusion of their last instalment and before the first instalment for the following season by notifying the Club either in writing or via email - email@example.com. All outstanding payments must be complete at the time of opting out.
6.2 Membership will be automatically renewed into the same package(s) and seat(s) for subsequent seasons, at the updated and relevant price, using the same payments details as the previous season, unless otherwise advised.
6.3 Prior to the rollover, Members will receive written notice via email to the Members email address supplied, notified pursuant to Condition 14, which details the pricing for the following season and provides a 14-day opt-out period.
6.4 During this opt-out period, Members must notify the Parramatta Eels via email (firstname.lastname@example.org) or phone 1300 258 346 if they do not wish to rollover (strict deadlines apply). Members cannot opt-out after 10 November 2020. Members wishing to cancel after this date will incur a cancellation fee.
- ‘Member Since’ Status (tenure)
7.1 When you become a Member with the Parramatta Eels the date you join is recorded against your account as your ‘Member Since’ Status.
7.2 Only consecutive years of membership of the Parramatta Eels National Rugby League Club are counted towards the ‘Member Since’ Status.
7.3 When choosing to upgrade or change seats, your ‘Member Since’ Status will be taken into account. Priority will be given to Members with longer ‘Member Since’ status when requesting to change or upgrade seats.
- Membership Classification and Age Restrictions:
8.1.1 A Family membership is defined as two Adults and two Juniors (see 8.2 for definition of junior).
8.2.1 To be eligible for a Junior membership, the applicant must be 18 years or younger as at 1 January 2021.
8.2.2 Juniors aged under four are entitled to attend matches without a membership or ticket, but must be seated on the lap of an accompanying adult and not occupy a seat.
8.2.3 All Junior Members must have their membership placed under their own individual name and a date of birth must be provided for each Junior Member on an account. Failure to do so will result in the Adult price being applied to the order.
8.3.1 Concession memberships are available to any persons holding a current government-issued Seniors Card, Pensioner Concession Card, Full-time Student Card or Repatriation Health Care Card Totally and Permanently Incapacitated.
8.3.2 Concession Cards must be valid for the entire duration of the 2021 NRL season.
8.3.3 Please note that Health Care Cards and Seniors Business Discount Cards are not accepted as a form of concession.
8.3.4 It is a condition of entry that all Concession Card holders agree to present their concession identification card, if requested. If a Concession Card cannot be presented the membership card holder will be refused entry to the venue.
8.4 Companion Card:
8.4.1 Members who hold a valid Companion Card may apply for a second membership at no extra charge to accommodate their companion when a concession membership is purchased for themselves.
8.4.2 Companion Card holders must provide a printed copy of the Companion Card with the application/renewal and as such, these cannot be purchased online. Companion Cards must be provided at the time of application/renewal and cannot be arranged after this point.
8.4.3 The companion membership will be issued in the name of the Companion Card holder.
8.4.4 The companion membership does not include any additional member benefits, other than a seat at the relevant games included.
8.5 Upgrading for Individual Games:
8.5.1 Members are able to upgrade a Junior and/or Concession membership to a higher classification for individual games by purchasing the upgrade at the Member Service Window on game day.
8.6 2021 Full Season Membership
8.6.1 2021 Full Season Membership (West Club House, Platinum, Gold, Silver, Bronze and General Admission) entitles a Member to access to the Parramatta Eels eleven (11) Sydney-based home games in 2021.
- Members Bound by Terms and Conditions
9.1 Regardless of how the membership is renewed or purchased, it is a condition of membership that all Members agree to be bound by these Terms and Conditions of Membership with the Parramatta Eels.
9.2 Any person or persons using any Member entitlement, including game day attendance, regardless of whether they purchased the membership themselves are bound by these Terms and Conditions. Any Member must make any person making use of their membership entitlement aware of these Terms and Conditions.
9.3 Any Member in breach of these Terms and Conditions risks having their membership cancelled without refund.
- Use of Entitlements by Other Parties
10.1 If for any reason a Member cannot attend a Parramatta Eels home game, they can provide their entry pass to a friend or relative to use.
10.2 The ability to transfer a membership to someone else is subject to the membership classification (e.g. Concession). Please see Condition 7.5 for details on how to upgrade classification for individual games.
10.3 Memberships cannot be traded, sold or used for advertising, promotion or other commercial purchases including competitions, without prior written consent of the Club. If a membership is found to be in breach of this condition, the membership will be immediately cancelled without notification or refund and the bearer of the membership will be refused admission and access to any entitlements.
10.4 Members should be aware that there is legislation in NSW relating to the re-sale of tickets at Bankwest Stadium, and breach of these laws may attract criminal penalties.
- Member ticket prices
11.1 In 2021, Parramatta Eels Members are entitled to purchase tickets at Member rates. Further information will be provided to Members near the commencement of the 2021 NRL Season.
- Members Personal Details for Communication
12.1 All Members must take responsibility for updating their personal details so the Parramatta Eels can communicate with them effectively.
12.2 The Parramatta Eels hold no responsibility for a Member’s failure to update their personal details. To update your personal details please login to your Parramatta Eels membership account.
- Pre-sale Entitlements
13.1 Each Member’s access to pre-sales, including the NRL Grand Final and NRL Finals Series will be determined in accordance with their respective membership category and corresponding entitlements at the time the offer is made available. These entitlements are not determined by the Parramatta Eels, but are made available to Members as an added benefit.
13.2 The Club will communicate information relating to Members pre-sale access via email only so it is important to ensure an active email address is always registered.
- Member Behaviour
14.1 The Parramatta Eels reserve the right to suspend/cancel a membership of any Member who behaves in manner that is deemed to be inappropriate. Members must always remain mindful of those around them, and immediately report anything deemed to be inappropriate to Stadium staff. The Parramatta Eels have the right to decide what is considered to be inappropriate conduct.
The Member has no right to object or appeal against any decision made by the Parramatta Eels to suspend or cancel a membership as a consequence of acting in a manner the Parramatta Eels consider is inappropriate. All Members are expected to uphold the Parramatta Eels Code of Conduct and failure to comply can result in immediate cancellation of membership.
In circumstances where membership is suspended or cancelled for inappropriate conduct the Member will not be entitled to a refund for any unused portion of the membership entitlements.
- Limitation of Liability
15.1 The products and services offered in any sponsor promotional material are not offered by the Parramatta Eels. The Parramatta Eels do not accept liability for any product or service referred to in such material, and to the fullest extent permissible by law excludes all liability with respect to these products and services.
- Members Bound by Terms and Conditions
16.1 Any user of the Member’s membership rights is also bound by the Terms and Conditions of membership, and the Member is obliged to inform such persons of these Terms and Conditions.
- Delivery of Membership Packs
17.1 Dispatch of Membership packs will commence dispatch after the 2021 EEL4Life Rollover Date.
- Privacy and Promotions
18.1 As a Parramatta Eels Member you have the opportunity to be provided with promotional offers from sponsors and partners. This also includes potential pre-sale offers from NSW Rugby League, Bankwest Stadium and the National Rugby League.
18.2 You consent to the Parramatta Eels providing personal information you have provided to the Parramatta Eels (excluding any details related to methods of payment) to our sponsors for the purpose of our sponsors providing you with details of offers that may be of interest to you.
18.3 If you would prefer not to receive marketing or promotional material, please call the Parramatta Eels Membership Team on 1300 258 346 or email email@example.com to have your details removed from all future marketing and promotional databases.
18.4 Your privacy is important to the Parramatta Eels and there are procedures in place to ensure that your information remains confidential. We are mindful that your personal details are private and as such we will only disclose your information in accordance with the Privacy Act 1988.
The National Rugby League and Ticketmaster administer the current Customer Relationship Management system used by the Parramatta Eels and Members acknowledge that their personal details will be available to these third parties for the purpose of administering membership with the Parramatta Eels.
18.5 Any information disclosed about a membership account can only be done with the Primary Account Holder. If a Secondary Account Holder wishes to become a Primary Account Holder, the existing Primary Account Holder must submit written confirmation to release them. This may only be done during the renewal process for the following season.
18.6 You may access your private information held on the Parramatta Eels database by contacting the Parramatta Eels Membership Team on 1300 258 346.
- Entry to Bankwest Stadium
19.1 All Members agree to be bound by the terms of entry to Bankwest Stadium at Bankwest Stadium Website.
20.1 All Members agree to be bound to the terms of ticket sale with Ticketek found at www.ticketek.com.au.
- Membership Seating
21.1 The Parramatta Eels reserve the right to move a Members seat(s) at their own discretion. The Parramatta Eels will contact the Member prior to the seat change taking place.
- Frequently Asked Questions
22.1 All details outlined in the Frequently Asked Questions also form part of the Terms and Conditions.
- Right to Amend Terms and Conditions
23.1 The Parramatta Eels reserves the right to amend these Terms and Conditions as may be reasonably necessary from time to time in its absolute discretion. The Club will communicate any change to its Membership Terms and Conditions via the Club website or email. Members will have no claim against the Club by reason of any change made to the Terms and Conditions of Club Membership.
23.2 The Parramatta Eels do not warrant that every request for membership, ticketing, and/or seating allocation can or will be complied with. Best endeavours will be made to accommodate member requests, however cannot be guaranteed.
- Acceptance of Terms and Conditions
24.1 By applying for Membership, I acknowledge that I accept the above Terms and Conditions. All Members are bound by these Terms and Conditions regardless of how the application was submitted.
- Parramatta Eels
25.1 Parramatta Eels means Parramatta Eels National Rugby League Club Pty Ltd or any of its related entities and includes ‘the Club’ where the context implies.
+ The term life and lifetime refers to the period for which the Parramatta Eels are granted to compete on the National Rugby League competition and have a home venue at which to play.
- Parramatta Eels Membership Hardship Policy
The Parramatta Eels has processes in place to ensure that Members experiencing financial hardship are treated fairly.
The Parramatta Eels are committed to work with you where possible to help you respond to financial difficulty, whether temporary or long-term.
This special consideration and flexibility will depend on your individual circumstances, and we provide this on a case-by-case basis.
For more information about our Membership Hardship Policy, please click here
Parramatta Eels Membership Code of Conduct
At the Parramatta Eels, we believe that everyone has the right to enjoy all games and events in a safe environment. This extends to Members, supporters, players, volunteers, staff and opposition fans and players. Please ensure you are familiar with this Code of Conduct as failure to comply can result in your membership being cancelled without refund at any time.
o Conduct themselves in an appropriate manner
o Respect every person they encounter at Parramatta Eels games and/or events regardless of their age, gender, race, religion, team, ethnic origin and beliefs
o Vocally support the team in an appropriate manner, whilst always being mindful of those around them
o Inform stadium staff immediately if anyone around them is behaving inappropriately so they can take appropriate action
o Comply with all conditions of entry to the venue, including bag inspections
o Respect all decisions made by the Club, even if you may disagree with them at times
o Ensure that family and/or friends are aware of this Code of Conduct if you allow them to use my seats when I can’t attend
Members Will Not:
o Engage in obscene or offensive language, cause violence, or make inappropriate gestures
o Enter the stadium intoxicated
o Bring any forbidden objects into the venue
o Throw any projectiles onto the field, or within the venue
o Enter the playing field at any time unless I am granted permission to do so
o Become intoxicated to the point that I become a disruption to those around me
o Smoke within the venue and understand that I must obey all smoking laws whilst at the venue
o Bring any offensive banners, signs, or items into the venue
Social Distancing Action Plan
The Parramatta Eels are committed to ensuring Members are treated fairly in relation to the impacts on membership packages as a result of COVID-19. The Club is continuing to work on a Social Distancing Action Plan to ensure we’re prepared for what the 2021 NRL Season may bring.
The Club will continue to provide communication to all Members on this matter as soon as it becomes available. As such, it is important all Members keep their contact details up to date to ensure the Club can continue to provide important information relating to the 2021 NRL season and 2021 membership.
Member COVID-19 Compensation Policy
In the event the Parramatta Eels cannot fulfil match entitlements outlined in ticketed membership packages as a result of COVID-19 or any other unforeseen act, Members will be presented with the following compensation options:
Opportunity to pledge their 2021 membership fee and surrender all unfulfilled match benefits;
Earn a credit towards a 2022 Parramatta Eels membership, with the value calculated as follows:
- a) An amount to cover costs incurred by the Club (including but not limited to, the Member Pack, postage, mail house and administration) is deducted from the membership package price. This amount varies, depending on the type of 2021 membership package held. For further information, please contact the Membership Team on 1300 258 346 or firstname.lastname@example.org
- b) The balance is then divided by the number of match entitlements included in a membership package for the season, determining a per match value. The number of matches the Club offer to Members by season’s end will be deducted from the balance.
- c) Members that have not paid in full for their 2021 membership will have any outstanding amounts deducted from any credits due.