The popular ticket reselling site Stubhub was in a little bit of a pickle when the pandemic sent in. Thousands of fans were all asking for refunds at the same time due to all of the canceled concerts and events.
Pre-pandemic, StubHub had a blanket policy to refund people’s money if their events were canceled as part of their “FanProtect Guarantee”. However, as things started shutting down and getting canceled they changed their policy to eliminate refunds to instead offer credits equal to 120% of their initial purchase without informing customers.
A number of frustrated music and sports fans ended up complaining to their respective State Attorney General’s Office. The expected refunds weren’t showing up back up in the respective bank accounts.
Slap on the wrist?
Instead of a lengthy trial, a settlement has been reached according to a recent press release from the DC Office of the Attorney General. StubHub is expected to:
- Disclose any modifications to its refund policies in a manner that is both clear and visible. This will be done before a consumer agrees to it.
- Honor its policies when events are cancelled.
- Punctually process refund requests. This will be done for any refund requests it receives from consumers for any events at issue going forward.
- Pay a civil penalty. StubHub will pay the District a civil penalty of $468,050. Unless StubHub pays the refunds owed to District consumers and follows the other terms of the agreement.
Well, that’s a bummer
Here’s why some folks are going to be disappointed with the agreement. Not all 50 State Attorney Generals offices took up the case. Only those affected in the states of Arizona, Arkansas, Colorado, Indiana, Maryland, Minnesota, New Hampshire, Ohio, Virginia, and Wisconsin will get a refund.
Anyone that thinks they’re eligible can call StubHub at (866) 788-2482 or Office of the Attorney General at (202) 442-9828.
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