StubHub: Buyer Guarantee & Refund Rights

Key takeaways

• FanProtect covers invalid tickets, non-delivery, and cancelled events but not rescheduled events or buyer's remorse.
• Cancelled events result in 120% credit to your StubHub Wallet or a cash refund within 10 business days if requested.
• Replacement tickets are offered when originals are unavailable, but you must accept them within one hour of the event or receive an automatic refund.
• Report problems immediately, typically within 24-48 hours of the event, and document all communications.
• Rescheduled or postponed events do not qualify for refunds; your tickets remain valid for the new date.

What the FanProtect Guarantee Promises

StubHub's FanProtect Guarantee states that tickets will arrive on time, be valid for entry, and match what you ordered. If issues occur with your original tickets, StubHub states it will attempt to provide replacement tickets that are comparable or better. If no suitable replacement tickets are available or you decline the offered replacements, you should receive a full refund.

The guarantee covers specific scenarios: tickets that never arrive, tickets that arrive too late to use, invalid or counterfeit tickets that do not grant entry, and tickets that do not match the listing description. To qualify for protection, you must follow StubHub's timelines and procedures for reporting issues, typically within a limited window around the event.

Cancelled Events vs. Rescheduled Events

StubHub treats cancelled and rescheduled events very differently. If an event is cancelled and not rescheduled, buyers receive a credit to their StubHub Wallet worth 120% of the total amount paid. The credit is valid for one year and can be used for future ticket purchases in the same currency. Buyers can request a cash refund instead by selecting the appropriate option in their StubHub Wallet, and the refund is processed to the original payment method within 10 business days.

If an event is postponed or rescheduled to a new date, StubHub does not provide refunds. Your tickets remain valid for the new date, and you are expected to attend or resell them yourself. This is one of the most significant limitations of the FanProtect Guarantee, as buyers cannot get refunds simply because they cannot attend the rescheduled date.

How Replacement Tickets Work

When original tickets are unavailable or invalid, StubHub will offer replacement tickets based on factors including your original purchase price, seat location, and real-time availability. The replacement seats may be an upgrade, close to your original seats, or in a similar position in a different section. StubHub states it will always offer seats that are together like your original order.

Replacement tickets are active listings on the marketplace, so they are not held exclusively for you and may be purchased by another buyer if you delay. You can monitor replacement options up to one hour before the event. If you do not accept any offered replacements by that time, StubHub will automatically refund your order within 5 business days. However, some buyers have reported that offered replacement tickets were significantly inferior to their original purchases, and that StubHub refused to provide other comparable seats that were still available on the site.

Filing a Claim and Typical Timelines

To file a claim under the FanProtect Guarantee, you should contact StubHub customer service as soon as you discover a problem. For issues with tickets not arriving or not working, you should report the problem promptly, typically within 24 to 48 hours of the event. You can access your order details and use the resolution center through your StubHub account to explain the issue and provide evidence.

StubHub investigates claims and determines resolutions on a case-by-case basis. For refunds, typical timelines are 5 business days for replacement ticket issues and 10 business days for cancelled event cash refunds. StubHub reserves the right to limit the amount awarded and the number of claims a buyer may file, and decisions are stated to be final. Some buyers have needed to escalate through credit card disputes or other channels when initial claims were not resolved to their satisfaction.

Important Limitations and Gaps

The FanProtect Guarantee does not cover buyer's remorse, personal emergencies, or any situation where you simply cannot attend or no longer want to attend. If you change your mind or your plans change for personal reasons, you are expected to resell the tickets yourself. StubHub is a marketplace connecting buyers and sellers, and purchases are generally treated as final once confirmed.

Other gaps buyers should know about: StubHub determines what qualifies as a comparable replacement ticket, and buyers sometimes report being offered inferior seats while better options remain available on the site. The guarantee also requires strict compliance with reporting timelines and procedures. Reports indicate that customer service can be difficult to reach, and disputes are resolved at StubHub's discretion with limited transparency or appeal options.