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DENVER (KDVR) — Millions in refunds are on the way to Coloradans who bought tickets to events but never got a chance to use them because of pandemic-related cancellations.

The Colorado Department of Law has settled with venue ticket broker StubHub Inc. to refund more than $3 million to over 8,000 Coloradans.

Colorado Attorney General Phil Weiser joined nine other states in the settlement which will divide $3,120,442 among 8,688 Colorado customers. The refunds are going to people who bought tickets under StubHub Inc.’s pre-pandemic refund policy for events that ended up being canceled due to the COVID-19 pandemic.

Weiser told FOX31 that one rule stands when it comes to the rights of the consumer: “If you don’t get a service you paid for, that’s a problem. You should get that money back.”

Prior to the pandemic, the company offered ticket purchasers full refunds including price and fees they paid if their event was canceled. Once the pandemic began, the company denied refunds to consumers who purchased tickets to concerts, sports games and other events canceled and instead, offered 120% account credit.

“You as a consumer don’t need to be forced into this offer,” Weiser said.

Weiser said his office was also focused on Ticketmaster refunds. He said the company immediately cooperated, but when it came to StubHub, “we had to threaten litigation. We’re now getting consumers’ money back from StubHub, too.”

The Problem Solvers reached out to StubHub, which explained that the decision to adjust the policy was difficult but necessary at the time, their customers are valued and their patience is appreciated.

In May 2021, StubHub Inc. informed customers who purchased tickets prior to March 25, 2020 for events that were subsequently canceled, they would receive full refunds for their tickets unless they wanted to keep the account credit.

StubHub Inc. is also required to:

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

How to get your StubHub refund

Colorado 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 Colorado Department of Law at 800-222-4444.