StubHub FanProtectTM Guarantee (StubHub.co.uk terms)
StubHub backs every order so you can buy and sell tickets with 100% confidence.
If you have an issue with your order, please contact StubHub Customer Service and provide your order number.
Summary of StubHub's guarantee to Buyers:
- You will get your tickets in time for the event
- Your tickets will be valid for entry
- Your tickets will be the same as those you ordered
If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund
- If the event is cancelled and not rescheduled, you will get a refund
If you do not receive the tickets you ordered on or before the expected delivery date set forth in the email you received when you placed your order:
StubHub will attempt to locate the tickets you ordered and work with the seller to make them available to you prior to the event. If StubHub is unable to get the tickets you ordered in time for the event, StubHub will attempt to find comparable or better (to be determined by StubHub) replacement tickets to fulfil the order at no additional cost to you. If replacement tickets cannot be found, cannot be made available in time for the event or the time for the event has passed, StubHub will issue you with a refund for the total cost of your order.
If tickets received are not the same or better than those you ordered:
If, prior to the event, the tickets you received are not the same or better than the ones you ordered, give StubHub a call right away. If StubHub determines that you did not receive tickets that are the same or better than the ones you ordered, StubHub will either (in StubHub's sole discretion): (i) provide you with replacement tickets that are comparable or better than the tickets you ordered; or (ii) StubHub will issue you with a refund for the total cost of your order. In either case, StubHub may require that you return the tickets. If StubHub requires that you return the tickets, we will provide you with instructions.
If you have attended the event and you believe your seats were different from how they were represented on the Site by the seller, give us a call right away. StubHub, in its sole discretion, will either issue you with a partial or full credit of the price you paid for the tickets towards a future purchase.
If tickets are invalid and not honoured by the venue:
If the tickets you ordered are invalid and not honoured by the venue, call us from the venue and StubHub will attempt to locate replacement tickets for you. If StubHub cannot locate replacement tickets, upon confirmation that the tickets were invalid for entry, StubHub will provide you with a refund for the total cost of your order. In some cases, you may need to return the tickets to StubHub.
If the event is cancelled or postponed:
If an event is cancelled and will not occur at a later date, we will provide you with a refund for the total cost of your order. We will notify you that the event was cancelled by sending you an email which will provide instructions on how to obtain the refund.
If an event is postponed or rescheduled, you may use the tickets on the rescheduled date or, time permitting, list them for sale on StubHub. If an event is postponed but replacement tickets are required for entry to the event on the rescheduled date, StubHub will work to obtain replacement tickets for you. If we cannot obtain replacement tickets for you, StubHub will provide you with a refund for the total cost of your order. If you cannot attend the event on the rescheduled date and you are unable or unwilling to relist them for sale on StubHub, call us immediately and we will inform you of what you need to do to obtain a full or partial credit (the amount of the credit is within StubHub's sole discretion) towards a future purchase; this may require that you return the tickets. If you are required to return the tickets, StubHub will provide you with instructions.
Summary of StubHub's guarantee to Sellers:
- Buyers or prospective buyers are not permitted to contact you
- You can adjust your ticket prices any time before they sell
- You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement
You will receive payment for all tickets that you sell and deliver in accordance with the StubHub User Agreement, policies and emails we send you:
If you sell your tickets and deliver them in accordance with the StubHub User Agreement, policies and emails we send you but there is a problem with the delivery that was not caused by your actions or inaction, you will still get paid for the sale.
Buyers or prospective buyers are not permitted to contact you directly regarding a sale:
If you are contacted directly by a StubHub buyer or prospective buyer regarding a sale, StubHub wants to know. You are encouraged to refer the customer to StubHub Customer Service for assistance. If a buyer or prospective buyer contacts you directly about a sale you made to them, you should contact Customer Service about the incident and provide them with the date and time of the incident and any additional details.
You can adjust the ticket prices you set at any time before you sell your tickets:
If you cannot adjust pricing for a ticket listing before the tickets have sold, you should contact Customer Service for assistance. You must be using a supported browser and have Internet connectivity.
If you have not received payment for a ticket sale:
If you have not received payment for a sale 5 to 8 business days after the event has taken place, you should first make sure that the seller payment information you provided is correct by going to 'Payment settings' in My Account. If you opted to receive payment by PayPal, the email address in the 'Seller payment options' section must also be registered at PayPal. If you opted to receive a cheque payment, when available, issued to you by name, you should make sure that the first and last name and the physical address are correct. If you opted to receive a cheque payment, when available, issued to your company, you should make sure that the company name and physical address are correct. After making any necessary corrections, please allow 2 to 3 weeks for StubHub to re-issue payment. If the information is already correct, you should contact Customer Service for assistance. StubHub will investigate the matter promptly and determine the status of the payment. If your payment has not already been properly processed by StubHub, we will make every effort to do so as quickly as possible. You can always contact Customer Service at any time throughout this process if you have any questions.
Abuse of the FanProtectTM Guarantee
StubHub will investigate all claims under the Guarantee and determine resolutions on a case-by-case basis. StubHub reserves the right to limit the value added amount a Buyer or Seller may be awarded and the number of claims a Buyer or Seller may file in a calendar year. StubHub may temporarily or permanently suspend any Buyer or Seller who attempts to abuse the FanProtectTM Guarantee and may report any such abuse to the appropriate legal authorities.
Terms and Conditions
This FanProtectTM Guarantee is effective as of 30 November 2011, and applies to all orders placed on or after 30 November 2011. If we change this Guarantee, we will post a revised version of the Guarantee on the Site, which shall automatically replace the terms of this Guarantee. Your use of the Site and the Services following the effective date of the revised Guarantee will constitute your acceptance of the revised Guarantee. If you do not agree with the terms of this Guarantee or any revised version of this Guarantee, do not continue to use the Site or Services.