Guides › Tickets and Events › StubHub Refund for a Cancelled Event
StubHub Refund for a Cancelled Event
Consumer Protection UK is independent and is not connected to StubHub. StubHub says it guarantees a full refund if an event is cancelled with no new date. Under its FanProtect guarantee, if your tickets do not arrive in time or are not valid, it will find comparable or better tickets, or offer a refund or credit. If an event is rescheduled, your tickets stay valid and StubHub does not refund if you cannot go.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
StubHub's Rules
Cancelled Events
StubHub says it guarantees a full refund if an event is cancelled, meaning the organiser announces it with no alternative date or announces a full refund. Its customer support team contacts you with instructions; contact them if you have not heard. source
FanProtect Guarantee
StubHub says tickets should arrive in time, be valid for entry and be exactly what you bought. If not, it will find comparable or better tickets, or offer a refund or credit for a future order. source
Rescheduled Events
StubHub says it is not responsible for changes of date, time or venue. Tickets remain valid for the new date; refunds are not available if you cannot attend, but you may be able to resell them. source
Resale Rules
Resale Information Rules
When you buy a resold ticket online, the seller and the resale site must give you clear information before you complete the purchase: enough detail to identify the exact seat or standing area, any restrictions on who can use the ticket (such as an age limit or a disabled-only area), the face value printed on the ticket, and any connection between the seller and the resale site or the event organiser (Consumer Rights Act 2015, section 90). source
Refunds on Resale Tickets
From resale, secondary, private or fan-to-fan sellers you are unlikely to get a refund, so check the seller's terms and the event or artist's website before you buy. source
Card Provider Help
If you cannot get your money back any other way, check whether your card provider can help, for example through a Section 75 claim for credit card payments over 100 pounds or a chargeback. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- Straight awayReport fake ticketsAs soon as you suspect fraud, and tell your bank at once
- NoneCancel a ticket just because you changed your mindNo cooling-off period for tickets with a fixed event date; check the seller's own terms
Steps to Take
Step 1 of 4
Check whether the event is cancelled (no new date) or rescheduled.
Step 2 of 4
For a cancellation, wait for StubHub's instructions or contact its support team.
Step 3 of 4
If your tickets did not arrive or were not valid, contact StubHub under FanProtect. Our free letter templates can write it for you.
Step 4 of 4
If StubHub will not help, ask your card provider about a chargeback or Section 75, and report misleading sellers to Trading Standards.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
StubHub Support
For cancelled events and FanProtect claims.
Card Provider: Section 75 or Chargeback
You paid by card and cannot get a refund from the seller.
Trading Standards via Citizens Advice
A seller gave misleading information or used unfair sales tactics.
Good to Know
Small things that make your complaint stronger.
In June 2026 the CMA fined StubHub UK for showing fees only at the final checkout step.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- support.stubhub.co.uk/en/support/solutions/articles/80001015988-how-do-i-get-my-money-back-if-the-event-is-cancelled- Checked 12 October 2026
- support.stubhub.co.uk/en/support/solutions/articles/80000618888 Checked 12 October 2026
- legislation.gov.uk/ukpga/2015/15/section/90/notes Checked 12 October 2026
- citizensadvice.org.uk/consumer/event-tickets/getting-a-refund-on-an-event-ticket Checked 12 October 2026
- citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal Checked 12 October 2026