Club Policies

All members of Arsenal Thames Valley Supporters Club (ATVSC) are expected to conduct themselves in a manner that reflects positively on the club and on Arsenal Football Club.

• Treat all fellow members, officials, and opposition supporters with respect.
• Abusive language, harassment, discrimination, or threatening behaviour will not be tolerated.
• Members are responsible for their behaviour at all ATVSC events, including watch parties and away travel.
• Members must not bring the club into disrepute on social media or in any public forum.
• Members must comply with the rules of any venue or stadium being visited.
• Any breach of this code may result in suspension or permanent removal of membership.

To report a concern, email us at arsenalthamesvalley@gmail.co.uk.

Overview

ATVSC is an independent supporters club. This Ticket Policy is structured to align with the ticketing standards Arsenal Football Club expects of supporters groups and to comply with Arsenal FC's published Ticket Terms & Conditions. All match tickets — whether obtained directly through a member's own Arsenal membership or through any allocation facilitated by the club — remain subject at all times to Arsenal FC's Ticket Terms & Conditions, the Premier League and Football Association regulations, and the laws of England and Wales. Where any part of this policy conflicts with Arsenal FC's official terms, Arsenal FC's terms prevail.

The current official terms are published by Arsenal FC at arsenal.com/ticket-terms-conditions-mens and arsenal.com/ticket-terms-conditions-other.

How our ballot works — a plain-English guide

When we have a ticket allocation to distribute, or when we are coordinating group travel tied to tickets, here is exactly how the process works from start to finish:

1. Submit your request. Log in to the member portal and use the Match Tickets section to register your interest for a specific fixture. Tell us how many tickets you need and add any notes — for example, if you need to sit with someone, or have any accessibility requirements. Submitting a request does not guarantee a ticket; it enters you into the ballot.
2. Ballot closes. Each fixture has its own ballot deadline, which will be announced when the request window opens (via our website and/or email). You may submit or withdraw a request at any point before that deadline.
3. Allocation is decided. Once the ballot closes, the committee compares total demand against the available allocation. If supply meets or exceeds demand, all requests are fulfilled. Where demand outstrips supply, places are awarded by ballot. The committee may give priority weighting to members with a stronger loyalty record — for example, those who have regularly attended club events or travelled on previous away trips — where this is considered fair and consistent with our Diversity & Inclusion Policy.
4. You are notified by email. Every applicant receives an email with the outcome. If you are successful, the email will confirm the fixture, the number of tickets allocated, and the face value plus any itemised travel or administration costs. ATVSC does not profit from tickets; you reimburse only the actual costs.
5. Payment and collection. You must pay the stated amount by the deadline given in the email. Failure to respond or pay on time may result in your place passing to the next person on the waitlist. For away fixtures, tickets are frequently subject to collection at the stadium and photographic ID checks — bring valid photo ID on the day.
6. Waitlist. Unsuccessful applicants are placed on a waitlist in the order determined by the ballot. If any allocated places are returned — for example because a member cannot attend — waitlisted members are contacted in turn.

The committee's allocation decisions are final. If you have a question about how a decision was reached, you are welcome to email us and we will explain the reasoning.

How members obtain tickets

• Members are responsible for holding their own valid Arsenal FC membership (Platinum, Gold, Silver, Red, Junior Gunner or Season Ticket) in order to purchase tickets directly from the club.
• ATVSC does not operate as a ticket reseller or official box office. Where the club facilitates an authorised allocation from Arsenal FC for a specific fixture, or organises group travel, places are distributed to eligible members under the fair-allocation rules below.
• Tickets purchased through Arsenal FC are personal to the named supporter and must be used in accordance with Arsenal FC's terms.

Away tickets & loyalty (away points)

Away tickets are sold by Arsenal FC on a loyalty basis. We summarise the official system here so members understand how access works:

• One away point is awarded for each competitive Men's First Team away fixture purchased and attended (matches at neutral venues are excluded).
• Tickets are released in priority waves, with the highest away-point holders, Season Ticket Holders and Travel Club members served first, followed by successively lower point thresholds.
• Only points earned in the current season and the two preceding seasons count toward your total, subject to the cap Arsenal FC sets each season.
• Cup fixtures usually carry a larger away allocation and are often the best opportunity for members to build away points.

Full details are published by Arsenal FC at arsenal.com/how-to-buy-away-tickets.

Club allocation & fair distribution

When ATVSC receives a ticket allocation directly from Arsenal FC, or arranges coach travel tied to tickets, the following principles apply:

• Tickets are offered to members in good standing whose membership and any payment obligations are up to date.
• Where demand exceeds supply, places are allocated fairly — by ballot and/or by a loyalty record of attendance at club events and previous away travel — rather than on a first-come basis alone.
• The committee's allocation decisions are final, but any member may ask how a decision was reached.
• Members reimburse the face value of any ticket plus any unavoidable club administration or travel costs, which will be itemised. ATVSC never profits from tickets.

Ticket transfer & resale (official channels only)

Tickets may only be transferred or resold through Arsenal FC's own authorised platforms — the Ticket Hub, Ticket Transfer, Ticket Exchange and (for away matches) the Away Ticket Exchange — and strictly subject to the eligibility rules of your membership tier.

• Home tickets you cannot use should be returned to the official Ticket Exchange or forwarded via Ticket Transfer to someone within your registered network, where your membership permits.
• Away tickets you cannot use should be released through the Away Ticket Exchange so the place can go to another genuine supporter; where Arsenal FC's rules treat the purchaser as a qualifying supporter, the associated away point moves with the ticket.
• Selling, advertising, gifting for value, or otherwise passing on a ticket outside these official channels is prohibited.

No touting or unauthorised resale

Under Section 166 of the Criminal Justice and Public Order Act 1994, the unauthorised sale of a ticket for a designated football match is a criminal offence. Selling or offering a ticket above face value, or through unofficial websites, social media or touts, breaches both the law and Arsenal FC's terms.

• Any member found touting or facilitating touting will have their ATVSC membership suspended or permanently withdrawn, in addition to any action taken by Arsenal FC.
• Arsenal FC sanctions can include loss of away points, cancellation of membership or season ticket without refund, indefinite stadium bans, and referral to the police.
• Members must not use VPNs, alias or "hide my email" addresses, or automated software to obtain tickets, as this is prohibited by Arsenal FC.

Collection, ID & matchday conduct

• For away matches, tickets are frequently subject to collection and photographic ID checks. Members must bring valid photo ID; photographs or copies are not accepted.
• Members attending on a ticket arranged through the club represent ATVSC and are expected not to bring ATVSC or Arsenal FC into disrepute. They must comply with the club's Code of Conduct, the stadium regulations, and the Premier League's Commitment Regarding Abusive and Discriminatory Conduct.
• Failure to collect a notified ticket, or any misuse of a ticket, may result in deduction of away points and further sanctions.

Concessions & disability access

• Concessionary tickets (Junior, Senior and Young Adult, as defined by Arsenal FC) must only be used by an eligible person. Proof of age or eligibility may be required.
• Disability access tickets are reserved for Disability Access Members and cannot be used by anyone who is not entitled to them. If you are unable to attend, contact Arsenal FC's Disability Liaison Team as early as possible.
• Any abuse of a concessionary or disability scheme is treated as a serious breach and may result in loss of membership.

Breaches of this policy

Breaches of this Ticket Policy may result in withdrawal of future ticket and travel access, suspension, or permanent removal of ATVSC membership, depending on the severity of the conduct, and are without prejudice to any action Arsenal FC may take. To report a concern or query an allocation, email arsenalthamesvalley@gmail.co.uk.

Who we are

Arsenal Thames Valley Supporters Club (ATVSC) is an unincorporated association of Arsenal supporters based in the Thames Valley area. Our contact email is arsenalthamesvalley@gmail.co.uk.

This policy explains how we collect, use, and protect the personal information you provide when joining the club, RSVPing to events, or contacting us. We are committed to complying with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

What personal data we collect

• Membership registration: full name, email address, mobile number, town/city, membership type.
• Event RSVPs: name and email address used to register attendance.
• Contact messages: name, email, and the content of your message.
• Travel requests: name, contact details, and trip preferences where provided.
• Technical data: we do not use tracking cookies or analytics. Session cookies are used solely to keep you logged in during your visit.

Why we collect it and our lawful basis

• Membership administration — processing and managing your membership application (legitimate interest / contract).
• Club communications — sending you information about events, fixtures, travel, and club news (legitimate interest; you may opt out at any time).
• Event management — organising watch parties, away days, and travel (legitimate interest).
• GDPR consent — where you have explicitly ticked the consent box on the join form, we rely on your consent for direct marketing communications.

How long we keep your data

We retain membership data for the duration of your membership and for up to two years following lapse or resignation, in case of any subsequent enquiry. Contact messages are held for up to one year. You may request deletion at any time (see Your Rights below).

Who we share your data with

We do not sell, rent, or trade your personal data. We do not share it with third parties except where required by law or with your explicit consent. If we use a third-party payment processor (Stripe) for membership fees, only the data necessary to complete the transaction is passed to them; Stripe's own privacy policy applies to that processing.

Your rights under UK GDPR

You have the right to:

• Access — request a copy of the personal data we hold about you.
• Rectification — ask us to correct inaccurate data.
• Erasure — ask us to delete your data ("right to be forgotten").
• Restriction — ask us to stop processing your data in certain circumstances.
• Portability — receive your data in a machine-readable format.
• Object — object to processing based on legitimate interests.
• Withdraw consent — where processing is based on consent, withdraw it at any time without affecting prior lawful processing.

To exercise any of these rights, email arsenalthamesvalley@gmail.co.uk. We will respond within one calendar month. If you are unhappy with how we handle your data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO).

Data security

We take reasonable technical and organisational measures to protect your personal data against unauthorised access, loss, or misuse. Our website uses HTTPS encryption for all data in transit. Access to membership data is restricted to authorised club administrators only.

Changes to this policy

We may update this Privacy Policy from time to time. The current version will always be published on this page with the date it was last updated.

Our commitment

Arsenal Thames Valley Supporters Club is committed to creating a welcoming, inclusive, and safe environment for all supporters regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation — the protected characteristics defined under the Equality Act 2010.

We believe that the strength of our supporters club comes from its diversity. Everyone who loves Arsenal is welcome here.

Scope

This policy applies to all ATVSC members, committee members, volunteers, and anyone attending or participating in club activities, including events, travel, and online communications.

Our commitments

• We will not discriminate against any person in membership, event access, or any other club activity on the basis of any protected characteristic.
• We will challenge and not tolerate racist, sexist, homophobic, transphobic, ableist, or any other discriminatory language or behaviour at club events or in club communications.
• We will strive to organise events and travel that are accessible to members with disabilities. Where this is not possible we will communicate clearly and work to find alternatives.
• We will listen to and act on feedback from members about inclusivity and accessibility.
• We will ensure that club leadership reflects the diversity of our membership over time.
• We will review this policy annually and update it as needed.

Reporting discrimination or harassment

If you experience or witness discrimination, harassment, or any behaviour that is inconsistent with this policy, please contact us at arsenalthamesvalley@gmail.co.uk. All reports will be treated confidentially and taken seriously.

Where an allegation is upheld, the club may take action including a formal warning, suspension, or permanent removal of membership, depending on the severity of the conduct.

Responsibilities

Every member shares responsibility for upholding an inclusive environment. Committee members and event organisers have a heightened duty to model inclusive behaviour and to act promptly when concerns are raised.

Alignment with Arsenal FC

As a supporters club, we align ourselves with Arsenal Football Club's own diversity and inclusion values. We are proud to support a club that stands for equality in football and wider society.

Review

This policy will be reviewed annually by the club committee. The next review is due June 2027.