Fall brings a busy live events calendar. Baseball postseason continues, football is rolling, hockey is back, and basketball has returned. Concerts, theater runs, and comedy tours fill out the rest of the schedule.
No matter the season, sometimes the unexpected can happen. Whether it’s storms or schedule changes, there are a few things worth knowing about how refunds work for most live events and the protections built into every ticket purchase on StubHub.
What Happens When an Event is Canceled, Postponed, or Interrupted?
StubHub is a secure online marketplace, connecting buyers and sellers with options across budget, seat category, location and more. We provide a safe platform to connect with the events you love, that’s a different role from the event organizer who puts on the game or the concert. The event organizer typically makes decisions about cancellations and postponements. Here’s what to know about changes to events and what it means for you.
The event is canceled and not rescheduled
If the event organizer officially cancels the event and does not set a new date, that typically triggers a full refund. We will notify you at the email address associated with your order with your options, which may include a 120% StubHub credit or a full refund to your original payment.
While an event cancellation is disappointing, purchasing through a secure platform like StubHub offers peace of mind. Our built-in safeguards ensure refunds are processed through standardized processes whenever cancellations occur—a level of security you won’t find when buying tickets through social media or unverified online forums.
The event is postponed or rescheduled
Sometimes the event organizer needs to move an event to a new date. In that case, your tickets generally remain valid for the new date and are not refunded, so you still get to enjoy the show at a later time. This is standard practice across the live events industry for postponed and rescheduled events.
While a schedule change can disrupt your plans, purchasing through StubHub provides flexibility. If you can’t make the new date or no longer wish to attend, StubHub makes it easy to relist your tickets on the marketplace so you can recoup your costs while giving another fan the opportunity to go.
The event starts but doesn’t finish
If an event begins and then stops, such as a weather delay that turns into a suspension or a show cut short, the event organizer’s policies usually govern what happens next. Events that never start and are officially canceled by the event organizer follow the event cancellation guidelines.
When does StubHub’s FanProtect Guarantee provide refunds?
Aside from event disruptions, refunds are also part of the protection provided by StubHub’s industry-leading FanProtect Guarantee. This guarantee means you’ll get valid tickets in time for your event. In the rare instance something goes wrong with your tickets, you’ll receive comparable replacement tickets or a full refund as a last resort. Before we reach the refund stage, we will do everything we can to make it right. If you think there might be an issue, reach out to our Customer Care Team as soon as possible.
How to Get a Refund When You Need One
If you think you qualify for a replacement or refund, a few steps will get things moving quickly.
1. Check your email and the StubHub app. When an event is canceled or rescheduled, we aim to quickly send a notification to the email on your account. That message will outline your options and tell you whether a refund is processed automatically or whether you need to take action. You can also open My Tickets for the current status of your order.
2. Confirm what happened. Is the event canceled, postponed, or rescheduled? Keep an eye out for official guidance from the event organizer or venue.
3. Document everything. For any issue with a ticket, take screenshots or photos while it’s happening. Save your confirmation email and order number somewhere you can get to quickly.
4. Contact StubHub quickly. The sooner you contact us, the sooner we can help. Reach out through live chat in the StubHub app or website. Have your order number ready, and give as much detail as you can about the event and the problem.
5. Expect replacement tickets first. If the event isn’t cancelled, but there’s an issue with your tickets, our priority is getting you into your event, so we will work to find comparable replacement tickets first. Comparable replacement tickets are based on factors including price, seat location and availability, among others. If a replacement isn’t possible, a refund provides protection.
6. Know the timeline. For canceled events, refunds are typically processed within 5 to 10 business days once the cancellation is confirmed. If the refund is on your original payment method, your bank or card issuer may add its own processing time after that. If you choose StubHub credit instead, the refund generally posts to your account faster.
7. Keep your contact information current. Keep an eye out for emails from us about a rescheduled event or a cancellation. Make sure the email on your account is one you check, and keep notifications on.
Helpful Habits For Fans
As the live events calendar fills up this fall, here are a few helpful habits that can make a difference:
Buy where there’s a guarantee. The most important step is buying somewhere that offers consumer protection. A ticket from a social media post bought with a peer-to-peer payment has no guarantee behind it. A ticket purchased on StubHub is covered from the moment you buy.
Read the listing details. Check the seat location, the number of tickets, how they’ll be delivered, and any notes from the seller before you check out.
Don’t wait until the day of the event to download tickets. Accept transfers early, download your mobile tickets, and make sure they load before you head to the venue.
Plan for other trip costs. FanProtect covers the ticket itself, not hotels, flights, or other trip costs. If you’re traveling for an event, consider refundable bookings or travel insurance so the whole trip has a safety net.
If your plans change, relist early. The more time before the event, the better your chances of finding another fan to take your seats.
Preparing For the Unexpected Creates a More Seamless Experience
Most fans will never need to think about refunds, and that’s how it should be. But knowing the rules makes buying easier. Know the difference between a canceled event and a postponed one. While a change of plans doesn’t qualify for a refund, relisting your tickets can be a good alternative. And know that in the rare instance tickets don’t arrive, don’t work, or aren’t what you ordered, FanProtect is there to get you into the event with a comparable replacement, with a refund as the backstop.
That’s the point of buying through StubHub’s marketplace with a real guarantee. You’re covered automatically on every order, at no extra cost, so you can focus on what matters: being there.
Frequently Asked Questions
What is the StubHub FanProtect Guarantee?
It’s the protection automatically included with every order on StubHub. It promises valid, on-time tickets, or a comparable replacement or refund in the rare instance something goes wrong.
Is a refund the first thing StubHub offers if there’s a problem?
No. The goal is always to get you into your event, so we will work on a comparable replacement first. A refund is the safety net when a replacement isn’t possible, or when an event is canceled and not rescheduled.
Does FanProtect cost extra?
No. It applies to every order by default and is supported in part by the service fees included in your purchase price.
When am I eligible for a refund?
Refunds are available when an event is officially canceled and not rescheduled, or when there’s a problem with your tickets covered by FanProtect, such as non-delivery, invalid tickets, or tickets that don’t match your order and can’t be replaced in time with comparable ones. You’ll need to report any issues promptly, so contact StubHub as soon as you spot an issue.
What if I just can’t go anymore?
We understand that plans change. In those instances, your ticket is still valid, so you can relist it on StubHub to try to recoup your cost.
What happens if the event organizer postpones or reschedules an event?
Your tickets typically stay valid for the new date. If you can’t attend, you can relist them.
What if an event starts but is suspended or cut short?
Check for any guidance from the event organizer.
How do I request a refund or replacement?
Check your email and the My Tickets page on your StubHub account for the status of your order, then reach out to StubHub through live chat in the app or website. Have your order number ready, and include photos or screenshots if you’re reporting a problem.
How long does a refund take?
For canceled events, refunds are typically processed within 5 to 10 business days after the cancellation is confirmed. Your bank or card issuer may take additional time to post it.
What should I do if I’m denied entry at the venue?
Try to document the issue on the spot with a photo or screenshot, and contact StubHub the same day if possible so the team can review it quickly and work on a replacement or refund.
Does FanProtect cover my hotel or flights?
FanProtect covers the ticket itself, not other trip costs. If you’re traveling, consider travel insurance or refundable bookings.
Why is buying on StubHub safer than buying from someone on social media?
Social listings and peer-to-peer payment apps come with no guarantee, so if something goes wrong, there’s usually no way to get your money back. Every StubHub order is backed by the FanProtect Guarantee.
Does FanProtect apply to all tickets on StubHub?
Yes. The guarantee covers tickets purchased through StubHub whether they come from a team, a season ticket holder, or another fan.