TABLE OF CONTENTS

General Questions

The evolving COVID-19 situation has led to questions about what happens if an event gets cancelled or postponed.

StubHub International’s FanProtect Guarantee protects every order. The ticket you bought will get you into the event or we’ll contact you to indicate how to proceed with your purchase. StubHub International’s award-winning customer service will help with any issues or concerns.

If an event is cancelled, 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.

This is a challenging time. We’re here to answer any questions you may have.  


BUYER FAQs

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.

If you don't want to go or can't attend your event, you can resell your tickets.


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.


  • Refunds

    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.


Will 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 organizers offer something instead, we'll contact you to indicate how to proceed with your purchase. 


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. 


Will StubHub International reimburse my travel expenses?
We 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 International 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 and not rescheduled, we'll contact you to indicate how to proceed with your purchase. 


Can I get a refund if I’m affected by travel restrictions due to the coronavirus?
You can resell your tickets and give someone else the chance to go.


SELLER FAQs

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.
 

Venue & travel policies on social distancing and public health


StubHub International users who attend events during the COVID-19 pandemic are responsible for complying with social distancing and health policies (e.g. wearing masks, washing hands frequently, not having an elevated temperature, etc.) as required by the venue. 


These policies are implemented by the venue and are subject to change. If you are denied entry or are dismissed from the event due to your failure to comply with these policies, you will not receive a credit or refund for your order. 


IMPORTANT NOTICE: Many countries are requiring a valid COVID-19 passport certificate that shows evidence of full vaccination to enter the venue and/or a negative COVID test just before attending the live event. Please, review each country's policy carefully before buying a ticket or attending an event.


By attending the event, you assume all risk of exposure to COVID-19. You may be asked to sign a waiver of liability against the venue, artist, league or team as a condition of entry to the event. 


Please note that the venue or the event organizer may, in their sole discretion, assign you to a different seat order to maintain social distancing and that, for this reason, the seat number may change from the seat number specified on your ticket.


Impacted orders

If a team, venue, or event organizer invalidates a ticket for any other reason different than buyer fault, we will treat the order as cancelled.


For any cancelled order

  • StubHub International will cancel pending payment to the seller (or recover the payment if it has already been paid)
  • We'll give the buyer a complete refund
  • Sellers won't face consequences under our dropped order policy, but we may ask them to send proof their tickets were cancelled. See cancelled event policy for details.
  • If the primary doesn't invalidate the seller's tickets and/or the seller can't prove such a fact  but it drops the order, the seller will face consequences under our dropped order policy.


Please note: The seller must tell us about any seat changes. If they don't, we may cancel orders and charge them as explained in our user agreement.

Country policies on Public Health and Travel

StubHub International users who buy tickets during the COVID-19 pandemic are responsible for complying with the travel and health policies pertaining to their country of origin and their destination country. Those apply for customers that are travelling from another country or also into the same country among different cities or regions.


If you are denied entry to the country due to your failure to comply with these policies, you will not receive a credit or refund for your order.