For buyers

We guarantee...
  • You'll get the tickets you ordered in time for the event and they'll be valid for entry
  • If any of the above does not occur, we'll locate comparable replacement tickets or send you a refund
  • You'll get a refund if your event is cancelled and not rescheduled
  • We handle all customer support issues, so sellers will never contact you directly

See what's covered

Read the full policy

FanProtectTM for buyers

We're a marketplace, but we're also fans who know what it feels like when something comes between you and seeing the bands and teams you love. That's why we believe that going above and beyond to help you is the only way to go. So if you ever have a question or concern, give us a call and we'll do our best to help.

In the meantime, here are a few examples of how the FanProtectTM Guarantee protects you and your tickets. Check out the full policy to see exactly what's covered.

It's two days before the event, and my tickets haven't arrived.

Contact us with your order number and let us know. We will try to locate your tickets. If we can't, we'll replace them with tickets that are as good as, or better than, the ones you bought or provide you with a full refund, including delivery fees.

I have my tickets and I'm at the event, but I can't get into the venue.

We have an excellent Trust and Safety team dedicated to preventing problems just like this. If you can't get into the venue because there is something wrong with the tickets, call us immediately at 0800.358.8585. Our Customer Service team will immediately start working on finding you tickets that are as good as, or better than, the ones you bought. If for some reason they're unsuccessful, you will get a full refund, including delivery fees.

My event was just cancelled or postponed.

If your event gets moved to a new date or venue, we'll email you the info you need about the new date or new location. If replacement tickets are required for entry to an event that was moved or postponed, we'll work to get replacement tickets for you. If we can't get you replacement tickets or if the event is cancelled, you can return your unused tickets for a full refund, including delivery fees.

Ok, but now I can't make the event on the date it was rescheduled.

You can always list your tickets on StubHub and give someone else a chance to buy them. But we understand that's not always possible. If you can't make the rescheduled date, you can return your tickets to us for a credit towards a future purchase.

I have no idea where I put my tickets!

The first thing to do if your tickets are lost or stolen is to contact us with your order number. We'll contact the seller to see if they can get the tickets reissued. While sellers aren't always able to get tickets reprinted, we'll do our best to help you out.

I accidentally bought tickets for the wrong date or event.

We all make mistakes. And if you make one on StubHub, it's easy to re-list your tickets. Just go to My Account and click the link next to the tickets you want to re-list. If you need help, give our Customer Service team a call. We can even help you find tickets for the date or event you wanted to buy for.

I just got my tickets and they aren't the ones I ordered.

If it's prior to the event and the tickets you received are not the ones you ordered, give us a call. We'll find you replacement tickets that are comparable to, or better than, the tickets you ordered or we'll give you a refund for the full cost of the tickets, including delivery fees.

My seats weren't what I was promised on the site.

We do our best to make sure sellers properly represent the quality of their seats. But we know it can be difficult to identify all the details that create a great experience. So, if for some reason, your seats were different from how they were represented on the site, let us know after you attend the event and we will provide you with a credit towards a future purchase.

 

For sellers

We guarantee...
  • It's free to list your tickets
  • You set your price and can adjust it at any time before your tickets sell
  • You'll get paid for all sales you complete as promised in your listing
  • You'll never have to deal directly with buyers

See what's covered

Read the full policy

FanProtectTM for sellers

The StubHub FanProtectTM Guarantee is our promise that you'll get paid for all sales you complete as promised in your listing. We'll handle all direct communication with the buyer so you never need to worry about it.

Read on to see some examples of how the FanProtectTM Guarantee can work for you, and then check out the full policy to see exactly what's covered.

I sent the tickets to the buyer as instructed, but there was an issue with the delivery that was out of my control. Will I still get paid?

Yes. As long as you've followed all of the steps to send the tickets to the buyer, on time and as promised in your listing, we guarantee your payment.

The event I sold tickets for got cancelled. What happens to my payment?

We know that you can't control everything, but you won't be paid for ticket sales to events that are cancelled and not rescheduled.

  • If you have not received your payment yet, we'll just cancel it.
  • If you already received your payment, we'll charge the exact amount of the payment on the payment method you keep on file with us.

The event I sold tickets for got postponed and was rescheduled for a later date. What happens to my payment?

As long as you fulfil and deliver the tickets you sold as promised, you'll receive your full payment - even if the event is rescheduled.

I sent the wrong tickets to the buyer. What should I do?

Everyone makes mistakes. As long as you have the correct tickets and there's still time to get them to the buyer before the event, you're covered. Give us a call as soon as you notice the error so that we can help you sort this out. We'll also try to get the tickets you mistakenly sent returned to you.

Buy safely on StubHub
Only tickets you buy on StubHub sites or StubHub mobile apps are covered by our FanProtect™ Guarantee. Watch out for sites, listings and emails that misuse or attempt to mimic the StubHub brand and request payment for tickets.

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Who is selling the tickets?

StubHub does not buy or sell tickets. The tickets on StubHub are listed and priced by sellers, and may be either above or below face value depending on the event.

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