The club has had a defined refund arrangement with TicketCo since we first contracted with them. Our account manager with TicketCo has changed and has not been replaced. We discussed the refunds with their support officer today and we believed that the position was agreed. However, it is apparent that without notification the refund process has been changed. We are endeavouring to make sense of what this new process entails but until we discuss this with the support team we cannot confirm exactly what needs to be done. We agree that the position is not acceptable and as a club we too are left frustrated and angry but no funds from the streaming have been transferred to us by TicketCo so we cannot make the refunds ourselves. We are working hard to resolve this but would appreciate your patience for a short period.