We have contracted with a company called ‘Stream AMG’ to provide services to enable you to access and view the Match Content.
- Ordering Match Content
1.1. By ordering access to Match Content, you accept these terms and conditions. If we cannot accept your order we will inform you by email. This may be because, for example, you have tried to order Match Content which is not available in your territory or for which you are otherwise not eligible, or because we have been affected by a recent unforeseen event which means Match Content on www.arsenal.com (the “Website”) and/or the official Arsenal App (the “App”) cannot be made available in whole or part.
1.2. By submitting your order to us you confirm that:
1.2.1. you are at least 18 years old;
1.2.2. you are solely resident in the correct territory for your chosen Match Content. Please note that some Match Content may only be available in certain territories due to rights restrictions. If you change the territory in which you are located that may mean certain content is not available to you; and
1.2.3. the information which you provide is true, accurate and complete in all respects.
1.3. If we find that you have provided incorrect or inadequate information, your order may not be accepted and/or we may ask you to provide the correct and complete information. If you still fail to do so within a reasonable time, we may reject your order or end the contract. We will not be responsible for delay or failure in providing you access to all or part of the Match Content if this is caused by you failing to provide us with the information needed and/or updating us of material changes to your information within a reasonable timeframe.
1.4. On registration you will be required to enter a username and password. You must keep the password secure and not disclose it to any other person. Your right to access the Match Content is personal to you and is limited to viewing on one device at any time. If your password becomes known by a third party, you must immediately change your password in accordance with the instructions provided by the Club. We are not liable for any loss or damage arising from your failure to comply with this obligation.
2. Use of the Service
2.1. We will provide you with access to various types of digital content within the Match Content, as set out in your order. This may include, for example, audio/video coverage of matches, statistics, photo galleries and/or video streaming of interviews and highlights. Your access is not exclusive (others can access the content too), may be suspended and/or terminated in accordance with these Terms and Conditions, and may depend on the territory in which you are located or other applicable eligibility criteria set out in these Terms and Conditions and/or the order process.
2.2. Match Content includes certain video and audio footage, photographs, text images, statistics, logos and other media and intellectual property related to the Club, other third parties (such as opposition teams and football authorities) and the respective content licensees of those parties. All such content, design, text, graphics, footage, materials and their selection or arrangement are the intellectual property rights (including, amongst other things copyright) of the Club, the relevant third parties and/or the respective licensees. You will not own any of the content.
2.3. Match Content will only be shown on a ‘live’ basis in certain geographical territories. This is due to, amongst other things, restrictions with television broadcasters. Changes to your located territory may affect your ability to access content.
2.4. We are not providing, and are not responsible for, any problems in accessing the Match Content caused by your computer hardware, computer operating systems, internet connection or other software installed on your computer (and/or any traders you engage with in respect of such resources).
2.5. The Website and App have not been developed to meet your individual needs. Please check that facilities and functions of the Website and App meet your requirements.
2.6. In order to access and use the Match Content, you are responsible for providing all necessary equipment including a computer, IOS and/or Android device and network/telephone connection. You are also solely responsible for any service fees associated with accessing the internet via your equipment, whether through Wi-Fi or mobile data. You will require a Wi-Fi or broadband internet connection (DSL/cable or higher) with a minimum download speed of at least 1.2mbps with latency not exceeding 100ms for SD video and 4mbps with latency not exceeding 50ms for HD video. Quality and accessibility of live video streaming on GPRS, 3G or LTE cannot be guaranteed. 4G/ 5G may provide a good viewing experience, but may incur costs associated with its use as well Geo-blocking issues if using a UK or Ireland network provider abroad.
2.7. To stream match content via the Website or App your device needs to comply with the following minimum system requirements (this may be updated occasionally, for which see section 3 below):
2.7.1. Processor: 2.33GHz or faster x86-compatible processor, or Intel® Atom™ 1.6GHz or faster processor for netbooks;
2.7.2. Memory: 2GB (1GB for netbooks) 128MB of graphics memory.
2.7.3. Operating Systems: Windows 8.1 or later, Mac 9+
2.7.4. In order to access and use our service, your device needs to comply with the following minimum system requirements (these requirements may be updated occasionally, for which see changes & updates section below). Minimum requirements: Browsers: latest versions of Microsoft Edge, Mozilla Firefox, Google Chrome and Safari; 512MB of RAM (1GB of RAM recommended for netbooks). Internet Explorer and Opera are not supported and can not be used in line with our service.
2.7.5. Mobiles & Tablets: Operating System: Android 6+, iOS 9+ (some OS may still not be supported by manufacturer).
2.8. You must not (nor authorise or permit any other person to):
2.8.1. access the Match Content contrary to these Terms and Conditions, including use for any unlawful purpose contrary to any applicable laws and regulations, including in the country from which you have accessed the Match Content;
2.8.2. access the Match Content other than for private and domestic purposes. Under no circumstances must the Match Content be accessed or used for commercial or business purposes, without our prior written consent;
2.8.3. transmit any computer viruses or any other disruptive or harmful contaminants through the technology on which the Match Content relies;
2.8.4. use Match Content in a way that may cause it and/or any equipment used by us (or our technology partners appointed to help provide the Match Content) to be interrupted, damaged, rendered less efficient or impaired, nor try to gain unauthorised access to any of the systems through which the Match Content is delivered;
2.8.5. store your password anywhere on a computer in plain text;
2.8.6. use the Match Content in any manner which violates or infringes the rights of any person, firm or company (including, amongst other things, rights of intellectual property, confidentiality or privacy);
2.8.7. forward, record, copy, reproduce, store, transfer, modify, post, distribute or publish any of the Match Content without our prior written permission (unless otherwise specifically permitted by law);
2.8.8. sell, assign, transfer or delegate all or any of your rights and obligations in this contract to another person or organisation, or share use of or access to your Club account or any content contained or accessed within it;
2.8.9. alter, disassemble, decompile or reverse engineer any part of the Match Content; or
2.8.10. access, view or use the Match Content in circumstances where members of the public can view the content accessible via your account (whether simultaneously or not) or authorise any other person to do so.
2.8.11. You must not use a VPN (Virtual Private Network) service or similar to mask or otherwise hide your location for the purposes of watching the Match Content in a country or territory where it is blocked for rights reasons.
3. Changes & Updates
3.1. We may change the Website, the App, the Match Content and/or these Terms and Conditions without giving you notice in order to:
3.1.1. reflect changes in relevant laws or regulatory requirements;
3.1.2. implement minor or emergency technical adjustments, for example to address a security threat;
3.1.3. alter or improve the presentation of the user interface, or increase functionality (where this does not increase the price payable by you for the Match Content);
3.1.4. implement and reflect planned changes we have prominently and specifically drawn to your attention when or before you submitted your order; or
3.1.5. implement other minor changes which would not reasonably be likely to cause you a material detriment in your use of the Website or access to the Match Content (nor increase the price payable by you for access to the Match Content), or which we reasonably believe to be for the benefit of users.
3.2. For more significant planned changes to the Website, the App or the Match Content you will be provided with reasonable notice of the planned change.
3.3. If, after receiving a notice from the Club pursuant to section 3.2, you do not wish to be bound by the change, you must notify us that you wish to cancel your access to the Match Content, such notice to be emailed to email@example.com before the change is implemented. Your access to the Match Content will end on the first business day following receipt of your cancellation notice and you will receive a refund for any outstanding Match Content for which you have already paid. If you do not contact us to unsubscribe before the change is implemented, you will be deemed to have agreed to the change.
3.4. We may update the underlying software relating to the Website, the App or the Match Content or require you to implement updates from time to time to continue accessing the Website or the Match Content. For example, as time goes on you may need to ensure your system remains compatible with technical requirements (see section 2).
3.5. If any change to these Terms and Conditions or changes carried out in accordance with them is found invalid, void or for any reason unenforceable, only that change will be disregarded and it will not affect the validity and enforceability of any remaining changes or Terms and Conditions.
4. Payment or My Arsenal Rewards Points Redemption
4.1. My Arsenal Rewards members may be given the option to access certain Match Content free of charge by redeeming My Arsenal Rewards points in exchange for Match Content. You will find information on the Website or the App explaining any restrictions with regards to eligibility and points required to access the Match Content as a My Arsenal Rewards Member. Additional terms and conditions apply to the My Arsenal Rewards Membership. In the event of conflict with these Terms and Conditions, the My Arsenal Rewards Membership terms and conditions will take priority.
4.2. If you choose not to redeem any of your My Arsenal Rewards points in accordance with section 4.1 the following payment terms shall apply:
4.2.1. You must pay the fee applicable to the Match Content you have ordered, in accordance with the fee notified to you on the Website or App at the time you place your order (the “Fee”).
4.2.2. Except in the case of obvious error the Fee is as set out on the Website/App at the time of your order. If we accept and process your order where a price error is obvious and unmistakable and could reasonably have been recognised as such by you, we may end the contract and refund you any sums paid.
4.2.3. Unless otherwise stated, all Fees are inclusive of VAT or other similar sales tax in your territory.
4.2.4. You are responsible for any other additional local taxes or duties applicable to the territory in which you reside or otherwise access the Website or the Match Content from.
4.2.5. All payments must be in UK pounds sterling, unless we have expressly set out an alternative currency by which you may pay in the order process. We cannot accept payment in currencies other than those expressly noted at the time you submit your order.
4.2.6. You must pay the Fee using one of the payment methods specified on the Website/App.
4.2.7. We do not accept any responsibility for payments which are not received by us or accepted by your bank, other than where directly due to our fault.
4.5. Payment for the ability to view our content is made to Stream AMG on our behalf, based upon the Match Content that you order. The Fee will be processed through Stream AMG and will be processed in a secure manner by a third party payment services provider retained by Stream AMG. Questions concerning payment processing can be directed to firstname.lastname@example.org
5. Cancellation and Refunds – Please read carefully
5.1. All live video or audio technical issues and technical issues relating to accessing content and refund requests for a certain game must be emailed to email@example.com during the match in question. Refunds will only be offered if we reasonably believe you have used our troubleshooting advice and support. If you do not take the time to troubleshoot or ignore emails and only request a refund without trying to fix the issue with our support team no refund will be issued. Technical issues reported after a match will not qualify for a refund.
5.2. If you are unable to view the game because you are using a VPN you will not be eligible for a refund.
5.3 If you have redeemed My Arsenal Rewards Points in order to access Match Content and are eligible for a refund in accordance with these Terms and Conditions, your points will be reinstated into your My Arsenal Rewards Points Account as notified to you by us. Reward Points will not be converted into or exchanged for cash or credit in any circumstances.
6. Disclaimers and Liability
6.1. Neither the Club nor any of our staff or other representatives will be responsible or liable to you for any loss, damage, or inability to access and/or use the Website, App or the Match Content which:
6.1.1. is due to any use you make of the Website, the App or the Match Content, other than uses that we permit under these Terms and Conditions;
6.1.2. is due to events outside our reasonable control. For example (and amongst other things) fire, floods, severe weather, terrorist activity or civil disruption;
6.1.3. is due to incompatibility of your devices or systems with the compatibility and technical requirements we have informed you of;
6.1.4. is caused by viruses or other harmful data not caused by or attributable to an error or problem with the Website, App or the Match Content;
6.1.5. is caused by your failure to follow any reasonable, clear and easy to follow instructions we have made known to you relating to your use of the Website, App or the Match Content;
6.1.6. concerns loss or damage:
- which is not a foreseeable result of our breach of these Terms and Conditions; or
- relating to any business, including (amongst other things) loss of profits, loss of business, loss of opportunity and/or business interruption. The Website, App and the Match Content are made available for private and domestic purposes only.
6.2. We do not limit or exclude our liability for death or personal injury resulting from our negligence or fraud.
7. Suspension and Termination
7.1. We may suspend or terminate your access to all or part of the Website and/or the Match Content at any time if:
7.1.1. (in the case of suspension only) you do not make payment to us when it is due;
7.1.2. (in the case of termination) you do not make payment to us when it is due (or such payment has failed or been refused by your payment service provider), and still fail to do so within 5 days after having had a reminder by email that it is due;
7.1.3. we are unable to verify or authenticate any information you have provided to us, where we reasonably need to do so (or information you have provided is incomplete) and you do not, within a reasonable time of us asking for it, provide us with the required information that is necessary for us to start or continue making all or part of the Match Content available to you;
7.1.4. you commit a serious breach of this contract, or commit a less serious breach which can be fixed and you have failed to fix it within 20 days of us notifying and requiring you to do so;
7.1.5. your use of the Website, App and/or the Match Content is reasonably considered abusive, excessive, or against the interests of other persons; or
7.1.6. you are suspected to have used or attempted to use a VPN to access the Website, App and/or the Match Content,
and in each case no refund will be provided.
7.2. In addition we may restrict access to the Match Content on service of not less than 30 days’ notice. If this occurs part way through your subscription, you will receive a pro-rata refund of any Fees you have already paid relating to the period of your subscription remaining as at the date of termination.
7.3. Subscribers who are found to be using the service for anything other than personal use may have their access to the Match Content revoked without any refund for Fees paid.
8.1. Any notices we send will be sent to the email address you supply during the registration process or that is associated with your Club Membership. We ask that any notices you send to us are sent by email to firstname.lastname@example.org.
8.2. If we fail or delay to exercise or enforce any right we have under these Terms and Conditions, such failure or delay will not be deemed to be a waiver of that right nor will it prevent us from exercising or enforcing that right on a later occasion.
8.3. This agreement is between you, the customer, and the Club. No-one else will have any rights to enforce its terms.
8.4. We may transfer our rights and obligations under this agreement to another organisation. We will always let you know if this happens and will ensure that the transfer does not affect your rights under this contract. Please note you need our consent to transfer your rights and obligations under this contract to anyone else.
8.5. This contract shall be governed by, and interpreted exclusively in accordance with, English law. Any dispute arising under this contract shall be subject to the exclusive (non-exclusive in respect of consumers resident outside England) jurisdiction of the English courts.
9.1. If you have any questions or complaints about the Website and/or the Match Content, please contact us at email@example.com
9.2. We will use reasonable endeavours to promptly respond to any complaint following receipt of such communication.
9.3. We will attempt to resolve all justifiable complaints within 28 business days. If, however, this cannot be done, we will keep you updated on the progress of the complaint.
Copyright 2023 The Arsenal Football Club plc. Permission to use quotations from this article is granted subject to appropriate credit being given to www.arsenal.com as the source.