StubHub is being forced to make changes to how it shares ticket information after complaints stemming from the Vancouver Taylor Swift show.
Consumer Protection BC has revealed that it reached an agreement with StubHub Canada, which operates as a secondary ticket platform, after a consumer complaint and subsequent investigation into how it sells tickets.
The legally enforceable agreement was signed on Feb. 23 this year, and requires StubHub to improve how it discloses information about tickets on its platform. That information includes face value, fees and service charges, terms and conditions, and refund guarantees.
These changes are in line with the B.C. Ticket Sales Act.
On top of said changes, StubHub has to pay $2,500 to the Consumer Advancement Fund and pay over $6,000 in inspection costs to Consumer Protection BC.
Fans who bought tickets through StubHub for Taylor Swift concerts on Dec. 6, Dec. 7 and Dec. 8, who sat in sections 219-236, 336, or 418-437, could be entitled to a refund if their ticket didn’t disclose an obstructed or limited view.
“StubHub will contact eligible purchasers directly by May 1, 2026,” Consumer Protection BC says.
“People buying tickets in B.C. 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, in a statement.
“This agreement is about transparency and ensuring consumers can access refunds when the law requires it.”
Consumer Protection BC says that under B.C. law, ticket sellers and ticketing platforms have to clearly disclose ticket details and the full cost before purchase.
“If a consumer buys a ticket from a secondary ticket seller or secondary ticketing platform operator, they may be entitled to a full refund if a ticket does not match its description or other requirements set out in the Ticket Sales Act, not just a credit,” it adds.
You can find more information about the ruling and how StubHub has to handle tickets from now on on the Consumer Protection website.
John Lawrence, Deputy General Counsel for StubHub, submitted the following statement to Daily Hive:
“StubHub and Consumer Protection BC worked constructively, and we are pleased their investigation has been resolved. Although we do not believe any laws were violated, we understand fans were disappointed and are proactively offering eligible buyers a refund or credit. StubHub looks forward to continued engagement with Consumer Protection BC to support clear, consistent standards across the industry.”