Monsters Hockey Club Member Survival Guide Table of Contents:

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2 Monsters Hockey Club Member Survival Guide Table of Contents: Monsters Hockey Club Information..... Page 3 Monsters Hockey Club Benefits Page 4 Monsters Hockey Club Benefits Explanation Page 5-6 Ticket Exchange Program Page 7-8 Ticket Allotment.Page 8 Digital Team Shop Discount Page 9 MHC Credentials.Page 10 Seating Chart and Loyalty Pricing. Page 11 MHC Agreement Form Q & A..Page Quicken Loans Arena FAQs Page Getting Started on Flash Seats (Buying/Selling and Transferring Tickets)... Page

3 Monsters Hockey Club Information As we begin a new decade of Monsters Hockey with the best fans in the American Hockey League we are excited to continue to provide our Monsters Hockey Club Members with exclusive benefits, amenities and experiences on a year-round basis. To ensure we are continuing to provide the most value for your investment throughout the duration of your Monster Hockey Club membership we have added tenure benefits for our MHC Members. Memberships will continue to be categorized as Platinum and Gold. Your benefits may vary based on your tenure and/or membership status. Full season membership Includes all 38 regular season home games Half season membership Includes 21 weekend regular season home games Those who have been members (season ticket holders) for 6+ consecutive years WITHOUT any interruptions to their membership. Those who have been members (season ticket holders) for 3-5 consecutive years WITHOUT any interruptions to their membership. Those who have been members (season tickets holders) for 1-2 consecutive years WITHOUT any interruptions to their membership. Your Legend, All-Star, and Rising Star status will be assigned based on the previous year. If the season is your first year as a member, you have been categorized as a Rising Star for the entire season and following season. If the season is your third year as a member, you have been categorized as an All-Star for the entire season. 3

4 Monsters Hockey Club Benefits Your Monsters Hockey Club benefits may vary based on your tenure and/or membership status. *Loyalty pricing, team shop discount, opportunity to purchase exclusive MHC jersey(s) or quarter zip jacket(s) may vary based on tenure and/or membership status. Member must continue their monthly membership payments without any interruptions and remain in good standing to receive benefits. **These benefits are only available to members who meet the auto re-enrollment guidelines and remain on automatic installments or pay in full. (Refer to Membership Package) 4

5 Monsters Hockey Club Benefits Explanation Members receive loyalty pricing (discount off single game tickets), based on your membership status and/or tenure. Refer to page 11 for loyalty pricing. Your team shop discount is in correlation with your MHC membership level and/or tenure: o Legend Platinum and Gold Members receive 20% off o All Star Legend Members receive 20% off o All Star Gold Members receive 15% off o Rising Stars Platinum and Gold Members receive 15% off Refer to page 6 for detailed team shop information. ALL Platinum and Gold members receive early entrance at the East Bridge Entrance on Friday, Saturday, and Sunday games. Platinum and Gold members may enter the arena 15 minutes prior to the general public for all weekend games, which is one hour and 15 minutes before puck drops. Member must show their current membership crediting to gain early entrance access. Legend and All-Star Members who continued their monthly membership payments without any interruptions and remained in good standing received complimentary parking as part of the auto enrollment program. All complimentary and pre-purchased parking passes are valid at the Gateway East Garage. There is a max of one (1) parking pass per account. Members will receive a link prior to the season to purchase discounted parking for the season based on availability. Each account will only have access to purchase one (1) parking pass. Pre-purchased parking passes are available on a first come first serve basis and are not guaranteed to be available for every game. Parking is non-exchangeable and non-refundable. All Platinum and Gold Members, whose accounts are in good standings are invited to our annual Meet the Team Party The Meet the Team Party date is TBD and will be communicated when the date is confirmed. The event is expected to be in October. Members only receive the number of invites per the number of seats in their membership. 5

6 Monsters Hockey Club Benefits Explanation Continued All Members receive a 25% discount on suite rentals Suite rental pricing varies based on the game schedule. Contact your Membership Development Specialist for exact suite rental pricing. $100 initial payment is due to reserve a suite. Final payment is due 4 weeks prior to the game. Suites include 18 tickets and 3 parking passes. Food and beverage not included and may be purchased separately through ARAMARK. All stakeholders at Quicken Loans Arena have access to a presale for select shows and concerts. Not all arena shows/concerts will have a Member Presale. These presales are controlled by the show/concert promoter and are subject to change. o If we are allotted presale access, Platinum and Gold members will receive a Q-Hotline for online only presales before tickets go on sale to the general public. o An allotted amount of stage-side Huntington Bank Club Level seats are reserved for our Q- Hotline presales and will be sold on a first come, first served basis. For suite rental information for all arena shows/concerts, please contact your Membership Development Specialist. Your membership suite rental discount cannot be applied to arena shows/concerts. All Legend (Platinum and Gold) and Platinum All-Star and Rising Star members have access to receive guaranteed giveaways. If you miss the game or arrive late and all of the giveaways at the doors have been distributed, you may request to receive the giveaway at Membership Headquarters or contact your Membership Development Specialist. If your tickets are scanned into the arena prior to our giveaways being completely distributed, we will not be able to provide you with the giveaway, due to your tickets being redeemed prior to us distributing all giveaways. Guaranteed giveaways do not include KIDS ONLY giveaways. We highly encourage you to contact your membership development specialist within one week of missing the giveaway to reserve your item. All Legend and Platinum All-Star members receive a lapel pin Members will be able to pick up their lapel pin when you pick up your credential. 6

7 Monsters Hockey Club Ticket Exchange Program If you can t make a date in your MHC Platinum or Gold Membership, you have access to exchange your tickets to all FUTURE games in your membership (based on availability). CLICK HERE to download step-bystep instructions on exchanging your future game tickets. Any future ticket exchange request must be submitted no later than 72 hours prior to the original game is scheduled. You will not be able to sell or re-exchange tickets on Flash Seats. All exchanges are based on availability and demand. All tickets are subject to being placed in Loudville. o Some price levels are extremely limited and your tickets will be placed in Loudville without warning pending availability and demand in your price level. (Arena Corners are extremely limited and tend to be placed in Loudville most of the time). o We encourage all members to submit their ticker exchange request as early as possible. All ticket exchanges will be on a ticket-for-ticket basis. No refunds will be issued for any difference in the value of the exchanged ticket(s). Due to the demand of our ticket exchange program we encourage all members to submit their exchanges online through Flash Seats. Follow the step-by-step instructions on page 8 to transfer tickets. All MHC members have a dedicated Monsters representative to help them throughout the season. Your service rep is available to assist, but with the amount of accounts and other responsibilities it truly is best for our members to submit their own ticket exchanges. o By submitting your own ticket exchanges, it allows your request to go directly to the box office, allowing more time for your request to be processed. If you would like to exchange multiple games for the same game and/or would like all your tickets together for a particular game, please select multi transfer when viewing your tickets. From there, select all of the tickets you want to exchange and proceed with the instructions on page 8. 7

8 Step-by-Step Instructions to Exchange your Future Game Tickets 1. Select the game you would like to exchange and click on the corresponding TRANSFER button. 2. Select the SEAT NUMBERS you want to transfer. a. If you would like to transfer MULTIPLE GAMES select Multiple Transfer 3. In the FIRST NAME field enter the DATE of the game you would like to exchange your tickets to ex: 12/9/ In the LAST NAME field enter the OPPONENT of the Monsters for the game you would like to exchange your tickets for ex: Chicago Wolves 5. In the field enter the following address 6. Message to Recipient: you may include any notes you would like for the box office to see. Ex. Place tickets as close to original tickets as possible. 7. Click the PREVIEW TRANSFER button 8. Read over the details of the transfer to ensure everything is accurate 9. Click the CONFIRM TRANSFER button * It may take up to a week for your replacement tickets to be delivered to your account. Monsters Hockey Club Ticket Allotment As part of the MHC Ticket Exchange Program, all members will receive a ticket allotment based on their tenure and number of memberships on their account. LEGEND 3 Game Equivalent ALL-STAR 2 Game Equivalent Rising Star 1 Game Equivalent Members will receive communication prior to the season regarding how to redeem their additional game ticket allotment. 8

9 MHC Member Digital Team Shop Discount ** PLEASE NOTE your MHC Credential Card will NOT provide you with a team shop discount. ALL MHC Members must download their DIGITAL CARD** As a Monsters Hockey Club member, you will receive a discount at the Quicken Loans Arena Team Shop so you can keep up with the latest Monsters gear all year long! All members must download their digital card they receive prior to the season via to receive their discount at the Team Shop. Your team shop discount is in correlation with your MHC membership level and/or tenure: Legend Platinum and Gold Members receive 20% off All Star Platinum Members receive 20% off All Star Gold Members receive 15% off Rising Stars Platinum and Gold Members receive 15% off You may redeem your designated Team Shop Discount online or in the Team Shop: In Store: o Digital Card: (You must download your digital card to receive your team shop discount) MHC digital card and instructions on how to download will be delivered via prior to the start of the season. Present your MHC Digital Discount Card at time of purchase along with a valid photo ID to be honored. A digital card will be ed to the address on your MHC account. MonstersTeamShop.com: o Create an account using your address affiliated with your Monsters Hockey Club Membership account and your discount will automatically be applied at checkout. To receive your discount, you must use the same address as listed on your Monsters account. The team shop discount will be good for the designated Monsters Hockey Club member only (Member whose name is on your Membership account). A photo ID must be presented to receive discount. Your team shop discount is only valid for your membership year. Team Shop discounts deactivate following the conclusion of the season if you opt out of your membership. Current members will receive a new digital card each fall for the upcoming season. 9

10 Member Credential Why do I only receive 1 credential with my membership? Members receive 1 credential per account. I am a shareholder on the account- I pay for tickets too- why don t I get a credential card with my name? Only the main account holder will receive a credential and digital card- that is a benefit of being a Monsters Hockey Club member, unfortunately shareholders are not recognized in this regard. If you are interested in receiving your own credential or digital card and your own MHC benefits, contact your Membership Development Specialist to begin an account as a brand-new member. The credential and digital card has always been reserved as a benefit for the main account holder only. I don t want to wear the credential- can I still get in early? No, Members must present their credential at the East Bridge Entrance to gain early access. What else does the credential do for me other than early entrance? Your member credential and lanyard designate you as a Monsters Hockey Club member and serves as an access pass to your member benefits, including Early Entrance and entry into member only events. With your information provided on the credential, this helps your Membership Development Specialist access your account and answer any questions. How can I get my credentials? MHC Membership credentials will be available for pickup at the Monsters home opener on Friday, October 7 th, Monsters Meet the Team party and all October home games. If you are unable to pick up your credential at one of these games or events, your membership card will be mailed to your address on file on November 2 nd. 10

11 Cleveland Monsters Seating and Price Chart 11

12 Monsters Hockey Club and Membership Agreement Form FAQs: How much have I paid towards my membership and how much is still due? Please reach out to your Membership Development Specialist whom can provide you with your payment history and your remaining balance. If you d like to pay off your membership sooner, your Membership Development Specialist can help adjust your payment plan. What if I just want tickets, not a membership? In the past few years, the Monsters Hockey Club has replaced season tickets when this program went to a year-long engagement. You re paying for the season tickets and the benefits of the Monsters Hockey Club with no additional cost. Your season tickets are just another perk of being a member. What games do I get as part of my membership? Platinum Members will have 38 regular season home games in their package. Gold Members will have 21 regular season homes games in their package. Most of these dates will be our prime weekend games. Click here CLICK HERE to view your games. How can I upgrade or switch my seats? After your account (and current seat location/plan) is automatically re-enrolled in January, we will reevaluate our number of seats available and open them up for our reenrolled members to change into. Stay tuned for more information regarding our live seat relocation event (expected April/May). Are playoffs a part of my Monsters Hockey Club membership? Platinum and Gold members have the first right to refusal to their membership seats. Members will receive additional information as it becomes available regarding post-season. If I can t make it to a game, what are my options? If you can t make a date in your MHC Platinum or Gold Membership, you have access to exchange your tickets to all FUTURE games in your membership 72 hours prior to the original game date (based on availability). Selling tickets on Flash Seats. o Please refer to page 19 for additional information on posting tickets for sale on Flash Seats Where/How can I sell my tickets? Per your Monsters Hockey Club Membership Agreement form, any and all ticket resale transactions must be made exclusively though Flash Seats. Any member who sells tickets or parking on other secondary marketplaces (examples: Ticketmaster, Craigslist, Ebay, Stubhub, Facebook etc.) are subject to their membership and tickets being revoked with no refund without notice. Refer to Flash Seats sales/transfer information on pages

13 How can I give my tickets to friends/family? All tickets can be electronically transferred via Flash Seats. Please refer to pages for transfer instructions. A friend/family member can set up their own Flash Seats account, then they would scan into The Q with one of the following forms of identification: o Flash Seats app available for free download on iphone, ipad, ipod, and Android devices o Card with a magnetic strip Driver s License, State ID, and credit card I have money in my Flash Seats account, how do I access that money? After you make a sale on Flash Seats, the money you earned will remain on your account until you choose to move it. You have two options after you click the EFT (Electronic Funds Transfer) button: o Transfer it to your Monsters Renewal Account. This will move this money back to the Monsters to go towards your total membership balance due. Please put in the notes your account number (if you have it available). o Transfer it to your bank account: You ll need to input your bank account and routing information to complete this electronic transfer. o Both transfers take 7-10 business days to complete. When can I opt out? What happens to my money? Can I opt back in before the season? With your Monsters Hockey Club Membership, you have the ability to opt out at any time. Upon opting out, you will no longer be responsible for any future payments and the installment payments that you ve previously made will remain on your account. The installment payments that you ve previously made can be used towards tickets to a mutually agreed upon Monsters game(s) at the Quicken Loans Arena in that membership calendar year. o Example: If you opt out in August 2017, the money on your account is to be used by the end of December o In order to use this money on your account, you must contact your Membership Development Specialist Cannot be used on FlashSeats.com, online at TheQArena.com, at the box office, for food, beverage, merchandise, etc. Yes, you are welcome to opt back into the Monsters Hockey Club at any time, based on availability, and will be subject to a new seating location and benefits. Your membership account tenure will then be reset back at year 1. 13

14 Quicken Loans Arena FAQs: What can/can t I bring to the Quicken Loans Arena? Creating a safe and secure environment for all of our guests and employees is a high priority at Quicken Loans Arena. It is our responsibility to make sure the people who spend time at this facility are safe and secure. We will take the necessary measures to provide an environment where our guests can have a good time without concern. Quicken Loans Arena security personnel reserve the right to determine the method of security checks as deemed necessary including the use of metal detectors, the search of jackets, clothing and other items. What you are NOT permitted to carry into Quicken Loans Arena? No video recorders, audio recorders, or other similar electronic devices. No signs, posters or messages on any garment with explicit language, profanity, or derogatory characterization directed toward any person. Determination of appropriate messaging is at sole discretion of The Q. No laser pointers or whistles. No backpacks, large bags, or sealed packages of any kind (including gifts for performers). No bottles, cans, or coolers. No outside food or beverages. Exceptions are made for medical reasons, baby food and reasonable children s snacks (crackers, raisins, juice boxes, etc.). The use of any outside noisemaker is prohibited in the arena. Any professional camera device with a lens larger than 6 inches. In accordance with the Ohio s concealed carry law and the right for private entities to ban handguns on their premises, firearms and other weapons of any kind are strictly forbidden on the premises of Quicken Loans Arena. What you ARE permitted to carry into Quicken Loans Arena? Purses and diaper bags are permitted and will be inspected by security. Binoculars and cell phones are permitted and subject to security inspection. Cameras will be inspected at designated turnstiles and must be 35mm or less, disposable, or digital with a lens no more than 6 inches in length and 4 inches wide across the lens (anything greater than this is considered professional equipment and is not permitted inside The Q). What is the age requirement before I need to purchase a ticket for a small child? Children under the age of two do not require a ticket for a Quicken Loans Arena event. However, they cannot occupy a seat and must remain on a ticket holder s lap for the duration of the event. Children two-years-old and older require tickets for admission to the arena. 14

15 Is there a designated smoking area for the Quicken Loans Arena? Smoking is prohibited within the Quicken Loans Arena. There are smoking sections located outside of sections 106 and 118. Smoking is also defined to include any and all electronic cigarettes or e-cigarettes. Where is First Aid located? There are two First-Aid stations in Quicken Loans Arena staffed with registered nurses. Main Concourse near Section 121 and on the Upper Concourse near Section 220. On site for all events is a paramedic unit from the City of Cleveland. If you are in need of medical attention please notify a Quicken Loans Arena Guest Services Representative. The Quicken Loans Arena staff is trained to call for immediate response and assistance in emergency situations. What time do doors open on a game day? Doors open 1 hour prior to puck drop. Early Entrance: For all weekend games, Monsters Hockey Club members may take advantage of Early Entrance at the East Bridge and enter the game 15 minutes before gates open to the general public which is 1 hour and 15 minutes before puck drop! To enter early, you must present your MHC Card. If you do not have this card, you will not be allowed to enter early. Where can I go with any issues/questions on game days? Please visit our Membership Headquarters at Section 123 on the main concourse to speak with a Membership Development Specialist concerning any issues or questions. 15

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