Updated June 16
TABLE OF CONTENTS
- COVID-19 Impacted Event Policy
- Important Update regarding COVID-19 Credits (for purchases prior to March 25, 2020)
COVID-19 Impacted Event Policy
As the COVID-19 situation evolves, we understand you might have questions about events, venue and team safety procedures, cancelations and postponements. Are there rules to follow when attending an event?
- Buyers who attend events during the pandemic must comply with social distancing and health policies as the venue requires. This may include wearing a mask, washing hands frequently, and not having an elevated temperature. Check out our policy for both buyers and sellers.
What is your event cancelation policy?
If an event is canceled, we’ll give you a StubHub credit for 120% of the amount you paid. The 120% credits are set to expire on December 31, 2022. Read more about our event cancelation policy.
What is your rescheduled or postponed event policy?
If an event is rescheduled or postponed, your ticket will be good for the new date. If you can no longer go, you can relist your tickets for free.
How do I know if my event was impacted or see the event status?
Check the My Tickets page in your account. Read more about event statuses.
What are the requirements with “Vaccinated Fans Only” sections?
Some venues are creating sections for “Vaccinated Fans Only” and may require proof of a full vaccine administered 14 days prior to the event. These sections can change at any time at the discretion of the venue or team. Additional health protocols may be required for entry to this venue. Please refer to the venue website for the latest information.
If you purchased tickets for one of these sections and are unable to meet the requirements and therefore cannot attend, you can relist your tickets for free and we will waive the sell fee. Otherwise, please contact us and we will work with you.
What does “pod integrity” mean?
In some cases, StubHub requires sellers to list tickets in the same quantity they originally bought and buyers must also purchase those tickets in that same quantity. This ensures fans can attend events while maintaining CDC-recommended social distancing guidelines. Pod Integrity restrictions are set at the discretion of the venue/league/team. When applicable, we will notify buyers and sellers accordingly.
When will I be paid if I sold tickets to an event?
We’ll pay you after the event takes place. Read more about our seller policy.
How do I know which teams are allowing fans and their venue rules?
We recommend checking with the team or venue website for the most accurate information.
Important Update regarding COVID-19 Credits (for purchases prior to March 25, 2020)
StubHub is offering eligible customers who purchased tickets for events in the U.S. and Canada prior to March 25, 2020 and were defaulted to a 120% credit when their event was canceled the choice to keep their credit or request a cash refund.
How do I know if I’m eligible?
We are communicating via email to eligible customers the option to keep their 120% credit when their event is cancelled or request a cash refund.
I want a cash refund. What now?
Please refer to your email for instructions on how to request a cash refund. Please note, your refund will be paid to the original payment method used to make your purchase. If your credit or debit card expired, your refund will be paid to your new card.
I want to keep my credit. What now?
If you want to keep your credit, no further action is required. Your credit is available and ready to use in the StubHub Wallet until December 31, 2022. The StubHub Wallet is located under your Profile on the StubHub website or app.
If you purchased your tickets through guest checkout, a coupon/credit code was provided to you in the original canceled event email and is ready to use. In order to use the code, it will first need to be added to a registered account. This can be done by following the below steps:
- Create a StubHub account, if you don’t already have one.
- Navigate to your StubHub Wallet which can be found under your Profile. Under ‘Add a Code,’ enter the coupon/credit code we emailed you when your event was originally cancelled.
- Click ‘Add.’ The 120% credit will now be applied to your registered account.