Updated June 10
The evolving COVID-19 situation has led to questions about what happens if an event gets canceled or postponed.
StubHub’s FanProtect Guarantee protects every order. The ticket you bought will get you into the event or we’ll refund you. StubHub’s award-winning customer service will help with any issues or concerns.
If an event is canceled, you don’t need to contact us. We are working with event organizers, leagues and partners around the world and will email you as quickly as we can. We’ll also give you a full refund.
This is a challenging time. We’re here to answer any questions you may have.
Is my event affected by the coronavirus?
We are waiting for official statements from the organizers. We will email you if your event changes in any way.
Where can I get details or contact info?
We encourage you to monitor updates in our Help Center, where we will post any news. We also provide contact details on our website.
What is StubHub’s refund policy?
StubHub’s policy in our user terms and conditions is to provide a full refund if an event is cancelled.
How long will StubHub honor this refund policy?
For the foreseeable future.
Will the refund policy change if the coronavirus situation becomes more serious or severe?
We’re monitoring the situation and will revisit our policies if needed.
Will you tell me when my refund comes?
We’ll email you when we start your refund. It may take a few more days for your bank to deposit it in your account
Can I get a refund if I don’t go to an event due to the coronavirus?
If the event is not cancelled, we won’t refund your order. You can resell your tickets and give someone else the chance to go.
If an event takes place behind closed doors, is there a refund for my ticket?
Unless the organisers offer something instead, we do issue the refund.
If the event isn’t cancelled but the team, venue, or ticket company is offering refunds, will you refund my order?
We won’t refund your order if the event isn’t cancelled. You can relist your tickets if you’re not comfortable attending the event.
Why does it take so long to get my refund?
It takes longer because many events are impacted by the coronavirus at the same time. Also, some banks or credit cards may have a longer processing time. That’s why your refund may take some time to process. In some cases, we may need to ask you to send the original ticket back to us or to the seller before you can get a refund.
Events and travel
What are my other options if I don’t go to an event due to the coronavirus?
You can sell your ticket and give someone else the chance to go.
What if I have tickets to multiple cancelled events?
We’ll email you about each event if it’s cancelled. Otherwise, we’ll refund you for each event.
Will StubHub reimburse my travel expenses?
StubHub won’t reimburse you for travel expenses. However, many airlines, car rental companies, and hotels are helping customers due to the virus. Contact your travel company for more info.
What's the difference between a cancelled or postponed/rescheduled event?
When events are officially postponed or rescheduled, they still happen but on a different day than originally planned.
If the event's postponed to a future, undetermined date, we'll email you when the details are announced.
What will happen to events impacted by government restrictions?
StubHub is an online ticket marketplace that brings together buyers and sellers. This means we don’t make official event decisions (like postponements, cancellations, etc.). These come from the event organizers.
If an event is cancelled, our terms and conditions in StubHub’s buyer policy ensures a buyer will receive a full refund for their ticket. Customers will be automatically refunded and will be notified when their refund has been processed - no action is needed.
Can I get a refund if I’m affected by travel restrictions due to the coronavirus?
What if I sold tickets for a cancelled event?
If you were already paid: We will charge you for the amount of your sale which will be deducted from future payments in order to reverse the transaction. Contact the original ticket company for a ticket refund.
What if I sold tickets to an event postponed due to the coronavirus?
If you have already sent the tickets, you don’t need to do anything. We’ll email the buyer with the event details. They can either attend the event or resell the ticket. You are still responsible for sending the tickets to the buyer.