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StubHub! agrees to refund ticket money for events canceled by COVID

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CONCORD - The New Hampshire Attorney Generals Office on Wednesday announced a settlement with California-based StubHub, Inc., concerning the company's refusal to pay refunds to consumers for concerts, sports events and other events that were canceled as a result of the Covid-19 pandemic.

StubHub operates one of the largest ticket reselling marketplaces in the country. Under its "FanProtect Guarantee," StubHub offered consumers full refunds of the purchase price and fees they paid for tickets if their events were canceled.

In March 2020, however, following the mass-cancellation of entertainment events, StubHub stopped honoring its refund guarantee and instead told its customers that they would receive account credits equal to 120 percent of their purchases to be used for future events and denied their requests for refunds.

Following the commencement of the states' coordinated investigations, in May, StubHub reversed its decision and notified its customers that if they purchased tickets prior to March 25, 2020, and their events were canceled, they would receive full refunds of the amounts they paid for their tickets to events unless they elected to retain their account credits. This included 2,175 consumers residing in New Hampshire or purchasing tickets for an event in New Hampshire, who had previously purchased tickets on StubHub's marketplace under terms that included the FanProtect Guarantee.

The settlement also includes an injunction that requires (i) StubHub to clearly and conspicuously disclose any modification to its refund policies before a consumer agrees to them; (ii) honor those policies when events are canceled; and (iii) promptly process refund requests it receives from consumers for the events at issue going forward. The agreement also provides for a $122,600 civil penalty, which StubHub can avoid paying provided that it pays the refunds owed to New Hampshire consumers and it does not violate the other terms of the agreement.

New Hampshire joined nine other states and the District of Columbia in the multistate resolution with the company.

Consumers who have not been contacted by StubHub and believe they are entitled to a refund may either contact StubHub at (866) 788-2482 or the Attorney General's Office at (603) 271-3641.

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