Photo Credit: Jeffrey Eisen
StubHub Canada customers who purchased certain Taylor Swift tickets in Vancouver in December 2024 may be eligible for a full refund.
Canada’s Consumer Protection BC (British Columbia) has reached an agreement with StubHub Canada after a consumer complaint and subsequent investigation into the company’s ticket sales practices. This legally enforceable agreement, called an “undertaking,” was signed on February 23.
According to the undertaking, StubHub must improve how it discloses ticket information to consumers, including the face value of tickets, fees and service charges, terms and conditions, and refund guarantees, per BC’s Ticket Sales Act. StubHub must also make a $2,500 payment to the province’s Consumer Advancement Fund and pay more than $6,000 in inspection costs to Consumer Protection BC.
Consumers who purchased tickets through StubHub for Taylor Swift concerts in Vancouver on December 6, 7, and 8, 2024, and sat in sections 219-236, 336, or 418-437, may be eligible for a refund if their ticket did not disclose an obstructed or limited view. Eligible purchasers will be contacted directly by StubHub by May 1, 2026.
“People buying tickets in BC have the right to clear, accurate information about what they are purchasing and what it will cost before they buy,” said Louise Hartland, director of public relations for Consumer Protection BC. “This agreement is about transparency and ensuring consumers can access refunds when the law requires it.”
BC law stipulates that ticket sellers and ticketing platforms must clearly disclose ticket details and the full cost before purchase. Further, if a consumer buys a ticket from a secondary ticket seller or secondary ticketing platform operator, they may be entitled to a full refund—not just a credit—if the ticket does not match its description or other requirements set out in the Ticket Sales Act.
Consumer Protection BC is a not-for-profit regulator responsible for overseeing specific industries and consumer transactions in British Columbia. The organization’s mandate includes licensing and inspecting regulated businesses, responding to consumer inquiries, investigating alleged violations of consumer protection laws, and classifying all general release motion pictures. The organization also shares consumer tips and resources through its blog and social media channels.
