StubHub is one of the world's largest secondary ticket marketplaces. While they have a better reputation than some competitors, getting a refund can still be a frustrating process. Here is how to navigate their system and know your rights as a UK consumer.
This is general guidance. StubHub's policies may change -- check their current terms. For specific legal advice, contact Citizens Advice.
How StubHub works
Like Viagogo, StubHub is a marketplace where individuals and businesses resell tickets. When you buy on StubHub, you are purchasing from a third-party seller, with StubHub facilitating the transaction. StubHub charges fees on top of the seller's asking price.
StubHub does offer a "FanProtect Guarantee" which promises that you will receive valid tickets in time for the event, or get a refund or replacement. Understanding this guarantee is key to getting your money back.
StubHub's FanProtect Guarantee
Under FanProtect, StubHub commits to:
- Delivering valid tickets before the event.
- Providing comparable or better replacement tickets if the seller cannot fulfil the order.
- Issuing a refund if neither of the above is possible.
For cancelled events, StubHub's policy has varied over the years. Currently, they generally offer a refund or credit for cancelled events. For postponed events, your ticket is typically valid for the new date, with refund options varying.
When to request a refund
- Event cancelled -- You should receive a refund automatically, but chase it if not.
- Tickets not received -- Contact StubHub immediately if your tickets have not arrived and the event is approaching.
- Invalid tickets -- If you are turned away at the door because the tickets are not valid, contact StubHub straight away with evidence (photos, venue staff confirmation).
- Significantly different from listing -- If the seats, section, or view are materially different from what was described.
How to request a refund
- Log into your StubHub account -- Go to your orders and find the relevant purchase.
- Use the Help Centre -- StubHub's help section has options for reporting problems with orders.
- Contact customer service -- If the self-service options do not resolve your issue, contact their support team directly. Be clear about what happened and what you are requesting.
- Document everything -- Keep screenshots of your order, any communication with StubHub, and evidence of the problem (cancellation notice, photos of invalid tickets, etc.).
- Reference the FanProtect Guarantee -- If your situation falls within its scope, quote it specifically.
If StubHub refuses
If StubHub does not resolve your issue satisfactorily:
- Chargeback -- Contact your bank for a chargeback. You have 120 days from the event date.
- Section 75 -- For credit card purchases over £100, your credit card company is jointly liable.
- Escalate the complaint -- Ask to speak to a supervisor or manager. Written complaints often carry more weight than phone calls.
- Trading Standards -- Report via Citizens Advice if StubHub is breaching consumer protection law.
StubHub fees
One common complaint about StubHub is their fee structure. Buyers pay a service fee (typically around 20-25% of the ticket price) plus a delivery fee. If you are entitled to a refund, you should receive the full amount including these fees.
If StubHub tries to refund only the ticket price minus fees, push back. Under UK consumer law, if the service was not provided (event cancelled, tickets invalid), you are owed everything you paid.
Buying from primary platforms instead
The secondary market exists because primary tickets sell out. But many events have availability on primary platforms longer than people realise. Before turning to StubHub, check the official box office and primary platforms like Tickts. With Tickts, you pay face value with zero booking fees -- no inflated resale prices and no service charges eating into your spending money.
Summary
StubHub's FanProtect Guarantee gives you a baseline of protection, but it does not always work smoothly. Know your rights under the Consumer Rights Act 2015, keep thorough records, and escalate through your bank if StubHub does not cooperate. For future events, consider buying from primary platforms to avoid these issues altogether.