This applies to the home games against Glasgow Rangers, VfL Wolfsburg, Bayern Munich, FC Köln and FSV Mainz 05 as well as the away fixtures against Werder Bremen, Borussia Mönchengladbach and SC Freiburg.
What options are available to season card holders?
- Bayer 04 will refund the season ticket costs for the above-named games proportionally. That will happen automatically. Bayer 04 will refund the credit via the payment method used to order the season-ticket(s)
Holders of BundesligaPLUS season tickets will also receive a refund of the price of the ticket for the Europa League home tie against Glasgow Rangers.
- Holders of season tickets or matchday tickets are welcome to donate the refund to the charitable organisations Bürgerstiftung Leverkusen and Bayer 04 Sportförderung gGmbH. All you need to do is complete and sign the waiver agreement (Verzichtserklärung) and return it to us by 16 May 2020.
If Bayer 04 do not receive a response from the season-ticket holder by 16 May 2020 then the cost of the season-ticket will be repaid proportionately to the specified payment method. If payment details are no longer available then Bayer 04 will contact the individual season ticket holder.
What options are available for matchday ticket purchases?
- Of course, it is possible to have the full ticket price refunded. Anyone who has purchased a ticket is requested to complete the online form by 16 May 2020 including bank details (IBAN and BIC). The full amount paid (including ticket price, handling and postage charges) will be transferred to the bank account entered on the form.
- The purchaser of the ticket does have the opportunity to do a good turn by asking for the monetary value to be donated to the Bürgerstiftung Leverkusen and/or the Bayer 04 Sportförderung gGmbH. This merely requires the submission of the completed and signed waiver (Verzichtserklärung) to us by 16 May 2020.
What options are available for away ticket purchases?
- Bayer 04 will refund the full amount paid (ticket price, handling and postage charges) for the tickets for the above-mentioned away games. Anyone who has purchased a ticket is requested to complete the online form by 16 May 2020 including bank details (IBAN and BIC).
- Purchasers of away tickets also have the opportunity to have a refund donated to a good cause. This merely requires entering a cross on the waiver (Verzichtserklärung) to say whether the money should go to the Bürgerstiftung Leverkusen or the Bayer 04-Sportförderung gGmbH. Here too, the signed waiver must be returned to us by 16 May 2020.
If Bayer 04 have not received a response from the away ticket purchaser by 16 May then the full amount paid will be refunded to the ticket purchaser.
FAQs on refunding tickets
Can I donate part of my ticket price to the two charitable organisations and retain the other part?
No, you can either forego the cost of tickets ordered or have them fully refunded. With multiple orders you can decide individually for each order.
Will I receive a refund for the handling and postage charges?
We will refund the full cost of the ticket (ticket price, handling and postage charges). If the order also includes tickets for matches already played, then you will only receive a refund for the ticket price of the above-mentioned matches (without handling and postage charges).
If you have sold tickets for home games on the ticket exchange then we will also only refund you the price of the unsold tickets.
I've paid for my tickets by credit card or PayPal. Will I have to give you my bank details?
Yes. We only refund money to bank accounts that are entered on the form. We are not able to make refunds to credit cards or PayPal accounts.
I've bought tickets for several games. Do I have to fill out the form several times?
If you have ordered your tickets in one go then you only need to complete the form once. However, if you have bought tickets in three different orders, for example, then please complete the form three times.
Where will I find the booking reference I have to enter on the form?
Your booking reference can be found on the top right of the booking confirmation, your bill or on your home match tickets under the QR code (with print@home tickets below the matchday information). The number starts with: R-1920-and ends with a seven figure number (e.g. R-1920-123 4567).
I've got problems with completing the form. Who can help me?
We are happy to help you. Please contact us by one of the following methods:
- by calling the service centre on 0049 (0)214 5000 1904
- via email to info@bayer04.de
What do I do if I bought my tickets via the ticket exchange?
For tickets you've bought on the ticket exchange, you also have the two alternatives (donation or refund).
What do I do if I've entered my tickets on the ticket exchange and they have not been sold?
We have removed your tickets from the ticket exchange. Therefore, you also have the two alternatives (donation or refund).
I've sold tickets on the ticket exchange. Do I have to complete the form?
No. You don't have to do anything as you have already had your money refunded.
What do I do if I have accidentally entered incorrect bank details on the form?
No problem, we will correct the bank details for you. Please inform us of the correct bank details by phone on 0049 (0)214 5000 1904 or via email to info@bayer04.de.
When will I receive the refund?
We will start making refunds for the relevant games on 16 May 2020. That can take up a certain amount of time given the number of tickets. We will endeavour to refund the money as soon as possible.
What happens with a repayment if I still have open ticketing contributions at Bayer 04 (e.g. due to a charge back arrangement)?
We will calculate the amount of your refund including open contributions. Of course, you will receive the rest.
Is it worthwhile asking for the status of repayments from time to time?
No. We ensure you that we are on the case. If we have questions or problems relating to your repayment then we will contact you.
Will I receive a a donation receipt for the donation to the Bürgerstiftung Leverkusen or the Bayer 04-Sportförderung gGmbH?
Yes, if you require a donation receipt from the Bürgerstiftung Leverkusen, please send an email to mail@buergerstiftung-lev.de. It is important to include your address.
Yes, if you require a donation receipt from the Bayer 04-Sportförderung gGmbH, please send an email to info@bayer04.de.
What should I do with the tickets in my possession?
The tickets for the specified games obviously have no validity. But you do not have to return the tickets to us. The presentation of original tickets is only required for refunds in individual cases.
Do you have any other questions?
Then please contact us via one of the following methods.
- by calling the service centre on 0049 (0)214 5000 1904
- via email at info@bayer04.de
