• ashlie major

StubHub sued over unfair COVID-19 refund policy

Updated: Nov 7, 2020

Plaintiff, Matthew McMillan, brings a class-action suit on behalf of himself and other individuals against StubHub, a ticket exchange and resale company. McMillan and the class action defendants claim that they’ve been swindled by StubHub through StubHub’s “FanProtect” guarantee.


Through the FanProtect guarantee, customers were promised a refund of the ticket price in the event of a cancellation. However, StubHub, in response to the postponements and cancellations due to the COVID-19 pandemic, started issuing coupons worth 120% of the purchase price instead of honoring their money-back guarantee.


On March 12, StubHub sent out an email its customers stating that refunds would be available for canceled events, or alternatively, customers could opt for a coupon worth 120% of the order price of the original ticket. However, on March 25, StubHub amended its policy, retracting its originally promised FanProtect guarantee. The amendment stated, “if the event is canceled and not rescheduled, you will get a refund or credit to use on a future purchase, as determined in StubHub’s sold discretion (unless a refund is required by law).” On March 30, StubHub sent an email to customers stating that moving forward, the 120% coupon alternative would be “standard policy for canceled events, with refunds available in jurisdictions where they are required.” The recent policy also noted that the coupon alternative would only be valid for one year.


Matthew McMillan and other StubHub customers partied to the class action claim that they were not informed of the policy, neither did they agree to it. Those partied to the suit were not the only customers to complain.


Here are some tweets from angry StubHub customers threatening to join the class action suit:



The plaintiffs of the class action are suing StubHub for breach of contract, conversion, and negligent misrepresentation, among other claims. According to Billboard, StubHub has no intention to comment on the pending litigation. You can download a copy of the complaint here.

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