Terms & Conditions

These terms govern your use of the Otaro website and any hospitality package you reserve or purchase through it. By placing an order you agree to these terms, our Privacy Policy and our Refund Policy.

Otaro is a trading name of Otaro Events Limited, a company registered in England and Wales under company number 17392130. Our registered office is 128 City Road, London, EC1V 2NX, United Kingdom. You can contact us at hello@otaroevents.com.

Otaro is an authorised seller of official club hospitality: packages sourced from clubs, their official hospitality partners and authorised distributors. Every ticket comes through official channels, never from touts or unauthorised sources.

Nothing in these terms affects rights which the law of your country of residence gives you and which cannot be limited or excluded by agreement.

Placing an order on Otaro authorizes your payment card but does not charge it. We confirm availability with the club or its official partner, usually within 24 hours, and only then is payment captured.

All bookings are final once placed and cannot be cancelled by the customer. Hospitality allocations are reserved with the club as soon as you book. The only case in which you pay nothing is if WE cannot confirm your package, the card authorization is then released automatically. For fixture changes and cancelled matches, see the Refund Policy.

All prices are stated and charged in pounds sterling (GBP) and include VAT where applicable. Prices shown in other currencies are indicative only; the GBP amount is what you will be charged. Payments are processed securely by Stripe.

To keep packages available for genuine fans, we may limit the number of packages per customer and may decline or cancel orders we reasonably believe were placed for commercial resale or by automated means.

As a fraud-prevention measure, we may ask you to verify your identity or the billing address of your card before confirming a booking. If the requested documents are not provided by the stated deadline, the booking is cancelled and any authorization on your card is released, you pay nothing.

If a package is listed at an obviously incorrect price due to a technical or clerical error, we may cancel the affected order before the event; anything you have paid for that order will be refunded in full.

Every package includes a genuine, official match ticket together with the hospitality elements listed on the package page. Tickets and passes are delivered electronically to the lead contact's email address before the fixture, for club-issued hospitality this is typically in the final week before the match.

Seat locations correspond to the sections indicated on the package page. Exact seat numbers are allocated by the club and provided with your tickets.

You are responsible for providing a correct email address and accurate guest details. Some clubs require tickets to be personalised to a name matching a valid ID; if details are wrong or incomplete, the venue may refuse entry and we cannot accept responsibility for that refusal. Name changes after booking are handled under the Refund Policy and may carry a club fee.

If the exact package you ordered becomes unavailable, we may offer you an equivalent or higher-category package at no extra cost. If we can only offer a lower category and you do not accept it, you will not be charged, or, if payment has already been captured, you will be refunded in full.

Once tickets have been delivered electronically, please keep them secure, responsibility for loss, theft or misuse after delivery rests with you.

Hospitality packages are located in home sections of the stadium. By booking, you confirm that no member of your party is attending as a supporter of the away team, and that your party will not wear away colours or celebrate away goals in home areas.

If, before the fixture, we reasonably believe a booking has been made by or for away supporters, we may cancel that booking: any card authorization is released and any captured payment is refunded in full. Our rules are based on team affiliation and conduct only, never on nationality or ethnicity.

Clubs may refuse entry or remove guests who breach ground regulations or hospitality rules on the day, without refund. Guests must comply with each package's dress code.

Fixture dates and kick-off times are set by the competitions and broadcasters and routinely change after booking. Your package remains valid for the rearranged fixture in full. Date and time changes are a normal part of football scheduling and do not entitle you to a cancellation or refund, we strongly recommend booking flexible travel and accommodation.

If you can no longer attend a rearranged fixture, contact us, where the club permits, we can often change attendee names so someone else can attend in your place (see the Refund Policy).

If a fixture is cancelled outright or played behind closed doors, the Refund Policy applies: you receive a full refund of the package price, or, where we offer one, you may instead choose an equivalent package for the replacement or rearranged event.

Packages are for personal use by you and your guests. Commercial resale of packages or tickets is not permitted, and clubs may cancel resold hospitality tickets without compensation. To pass a booking to someone else, request an attendee name change through us.

We are not responsible for failure to perform caused by events beyond our reasonable control, including decisions of clubs, competitions or public authorities, stadium closures, epidemics, or safety incidents. If such an event prevents us from providing your package, we treat the fixture as cancelled for the purposes of the Refund Policy. We are not liable for associated travel, accommodation or other costs.

We are responsible for providing the package elements listed on your booking confirmation. We are not responsible for travel, accommodation or other costs you incur in connection with a fixture, including when a fixture is rescheduled, we strongly recommend booking flexible travel.

Our total liability in connection with a booking is limited to the amount you paid for that booking, and we are not liable for indirect or consequential losses.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be excluded or limited by law.

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute. If you are a consumer living in another country, you keep the benefit of any mandatory consumer protections, and any right to bring proceedings in the courts, of your country of residence.

If something goes wrong, contact us first, we aim to resolve complaints within 14 days of receiving them.

Questions about these terms or a booking: hello@otaroevents.com. See also the Refund Policy and Privacy Policy.