SAANICH, BC – March 11, 2026 — Consumer Protection BC has reached an agreement with StubHub Canada, a secondary ticket platform operator, following a consumer complaint and an investigation into the company’s ticket sales practices. The legally enforceable agreement, known as an undertaking, was signed February 23, 2026.
The undertaking requires StubHub to improve how it discloses ticket information to consumers, including the face value of tickets, fees and service charges, terms and conditions, and refund guarantees, in line with BC’s Ticket Sales Act. StubHub must also make a $2500 payment to the Consumer Advancement Fund and pay more than $6000 in inspection costs to Consumer Protection BC.
Consumers who purchased tickets through StubHub for the 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. StubHub will contact eligible purchasers directly 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,” says 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.”
Under BC law, ticket sellers and ticketing platforms must 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.
Details of the agreement and information about consumer ticket buying rights are available on the Consumer Protection BC website.
For media inquiries, please contact:
Louise Hartland
Director of Public Relations
media@consumerprotectionbc.ca
About Consumer Protection BC
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.
With a focus on fairness and accountability, Consumer Protection BC works to ensure consumers are informed and protected. For more information, including recent enforcement actions and details about inspection and complaint-handling processes, visit www.consumerprotectionbc.ca. The organization also shares valuable consumer tips and resources through its blog and social media channels on Facebook and Instagram.
Please note information on the website is provided for general educational purposes only and should not be considered legal advice. For details, read the website disclaimer.