Refund policy

Cancellation & Refund Policy

Version: 2026 · Last updated: May 28, 2026

No statutory right of withdrawal

Our hospitality packages are provided for a specific date (a scheduled matchday) and are therefore excluded from the statutory 14-day right of withdrawal in accordance with Article 6:230p(e) of the Dutch Civil Code.

In practice, this means that once an order has been placed, you do not have a 14-day cooling-off period. Orders cannot be cancelled or returned free of charge.

However, we aim to be as accommodating as possible and will consider cancellation requests on a case-by-case basis. Please read the terms below carefully.

1. Cancellation by the Customer

Cancellation requests must be submitted in writing to hospitality@feyenoord.nl and must include:

  • Name of the lead booker
  • Order number
  • Matchday and hospitality package
  • Reason for cancellation

Cancellation is only possible if Emboost provides written approval.

Cancellation Fees

If Emboost accepts a cancellation request, the Customer will be required to pay:

  • 10% of the invoice amount, plus
  • All costs already incurred by Emboost in connection with the agreement or contractually owed to our suppliers (such as reservations with Het Zalmhuis, water taxi services, Feyenoord match tickets, and hospitality staff).

In practice, this means that the closer the cancellation is to matchday, the more irreversible costs will already have been incurred, resulting in a lower refund.

For cancellations shortly before matchday, no refund will generally be possible, as all costs will already have become final.

2. Name Changes or Ticket Transfers

If a guest is unexpectedly unable to attend, transferring the booking to another guest is generally possible up to 7 days before matchday, subject to Emboost's approval.

The replacement guest must comply with any admission and identification requirements imposed by Feyenoord and De Kuip.

For group bookings of 10 or more guests or the Gold Package, please contact us in advance so we can process the name change smoothly.

Requests should be sent to hospitality@feyenoord.nl and include the details of both the original and replacement guest.

3. Match Rescheduling or Cancellation

Match Rescheduled

If Feyenoord, the KNVB, UEFA, FIFA, or the relevant authorities reschedule the match:

  • Your ticket and hospitality package will automatically remain valid for the new date.
  • You are not entitled to a refund.
  • We will notify you by email as soon as the new date has been confirmed.

We understand that the new date may not always be convenient. If you are genuinely unable to attend, please contact us so we can explore options such as transferring your booking to another guest (see Section 2) or another suitable solution.

Match Cancelled

If a match is permanently cancelled without a replacement date:

  • Match ticket: Emboost will refund the full amount refunded to us by Feyenoord, the KNVB, or the event organizer for the match ticket.
  • Other hospitality services (such as dinner, water taxi, reception, and hospitality services): Emboost will refund these costs only to the extent that we receive refunds from our suppliers. For services where irreversible costs have already been incurred, deductions of up to 50% of the agreed price may apply.
  • Within 30 days after the original matchday, we will inform you in writing of the refund amount and provide a detailed calculation.

4. Match Results, Sporting Circumstances & No-Show

A hospitality package does not guarantee any specific sporting outcome, scoreline, team selection, or kick-off time.

Poor performances, injuries, red cards, or unexpected match results do not entitle you to a refund.

If you fail to attend on matchday (no-show), no refund will be issued, including for hospitality services that were not used (such as dinner or the water taxi).

If access is denied by De Kuip or Feyenoord (for example due to a breach of stadium regulations, alcohol-related issues, or failure to present valid identification), no refund will be granted.

5. Refund Method

Approved refunds will be processed using the same payment method that was used for the original purchase.

Refunds are typically processed within 5 to 10 business days after Emboost confirms the refund.

6. Limitation Period

Any claim for reimbursement of amounts paid, regardless of the legal basis, must be formally initiated by the Customer within two calendar months after the original matchday on which the hospitality package was or should have been provided.

7. Contact

Questions about cancellations, transfers, or refunds?

Telephone: +31 (0)10 292 6849 (Mon–Fri, 09:00–17:30)
Email: hospitality@feyenoord.nl

This Cancellation & Refund Policy forms part of our Terms & Conditions. In the event of any inconsistency, this policy shall prevail insofar as it specifically relates to cancellations and refunds.