Many StubHub customers purchased tickets to shows and events believing they would be reimbursed if the show or event was canceled or postponed. However, when that happened, particularly during the pandemic, the online ticket company changed its policy and didn’t give customers their money back. Instead, they offered a credit for future StubHub purchases.

StubHub has faced and settled lawsuits involving its refund policy. In 2020, Bloomberg reported that StubHub failed to reimburse tickets with cash under its “FanProtect Guarantee,” which pledged to provide a refund even if your event was canceled and not rescheduled. In April 2020, however, StubHub announced it would not offer refunds for canceled events, instead providing a credit of 120% of the value of the purchased ticket to go toward another event posted on StubHub.

The company has battled legal complaints all over the United States. For example, in Arizona, the state reached a settlement that secured nearly $2 million in cash refunds for its consumers. Arizona was one of nine states and the District of Columbia to challenge StubHub’s change of policy to not offer cash refunds as indicated under its “FanProtect Guarantee.” As a result of the litigation, StubHub reversed its decision to not pay refunds.