Thousands of Coloradans are set to receive refunds from popular ticket reselling company, StubHub for shows and events that were canceled during the COVID-19 pandemic.

StubHub will refund more than $3 million to Colorado customers who purchased tickets under the company’s pre-pandemic refund policy for events that were canceled due to the pandemic, according to the Colorado Attorney General's Office. 

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As per the settlement signed by Colorado Attorney General, Phil Weiser, StubHub will provide $3,120,442 in refunds to 8,688 Coloradans. The settlement was announced on Tuesday (Sept. 14) along with the attorney generals of nine other states - Arizona, Arkansas, Indiana, Maryland, Minnesota, New Hampshire, Ohio, Virginia, Wisconsin - and the District of Columbia.

“The pandemic impacted all Coloradans, many of whom were looking forward to events and experiences that were canceled as we all worked to keep each other safe and healthy,” Attorney General Phil Weiser said, as per a press release from the Colorado Attorney General’s Office.

"Consumers should not be out of their money when a service they paid for was never provided. My office is committed to protecting consumers, and we will continue to take action to ensure that consumers, like those of Stubhub, receive the refunds they are owed.”

Although customers will now, fortunately, be reimbursed for missed events, the ticket reselling company initially refused to issue refunds to customers.

The press release states that, under StubHub's “FanProtect Guarantee,” the company would typically provide customers with full refunds of the purchase price and fees they paid for tickets if their events were canceled.

But in March 2020, following a series of event cancelations due to the COVID-19 pandemic, StubHub stopped honoring its refund guarantee and instead told customers that they would instead receive account credits equivalent to 120% of their purchases which could be used for future events; all requests for full refunds were denied.

After several states began their own coordinated investigations, StubHub ultimately reversed its decision to halt full refunding in May 2021.

Customers were notified that if they purchased tickets anytime before March 25, 2020, and the event(s) were canceled, they would now receive full refunds for the amount they paid for their tickets to the event unless they opt to receive account credits instead.

As per the settlement, StubHub will also be required to:

  • Clearly and conspicuously disclose any modification to its refund policies before a consumer agrees to it;
  • Honor those policies when events are canceled; and
  • Promptly process refund requests it receives from consumers for these canceled events going forward.

Customers who have not been contacted by StubHub and believe they are entitled to a refund can contact StubHub directly at (866) 788-2482, or contact the Colorado Department of Law at 800-222-4444.

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