How the FanProtectTM Guarantee protects Buyers
StubHub guarantees all Buyers the following:

• You will get your tickets in time for the event.
• Your tickets will be authentic and valid for entry.
• Your tickets will be as good as or better than the ones you ordered.
• You will be refunded if the event is cancelled and not rescheduled.

Benefits provided to Buyers under the FanProtectTM Guarantee
Buyers will receive the following benefits under the FanProtectTM Guarantee if the requirements below are met:

• If tickets are not received before the event:
• If the event has not yet occurred, StubHub will attempt to locate the tickets and ensure their delivery (or attempted delivery) to you prior to the event. If the tickets cannot be located or the time for the event has passed without any delivery attempt, StubHub will issue the Buyer a refund for the full cost of the tickets, including service fees and shipping and handling charges.
• If tickets are not the same or better than those the Buyer committed to purchase:
• We will investigate your complaint and determine whether you received the same or better tickets than those you committed to purchase. If we determine that you did not receive the same or better tickets, we will, (i) provide you with replacement tickets that are the same as or better than the tickets you committed to purchase, or (ii) at our option and following our receipt of the tickets from you, refund to you the full cost of the tickets, including service fees and shipping and handling charges. StubHub may, in its sole discretion, deem tickets received as the same or better than those the Buyer committed to purchase.
• If tickets are fraudulent and are not honored by the venue:
• StubHub will provide Buyer with a prepaid FedEx shipping label to use in returning the tickets to us along with a Ticket Return Form. If the venue confirms that the tickets were fraudulent, we will issue the Buyer a refund for the full cost of the tickets, including service fees and shipping and handling charges. In the event of any problems at the venue, please call our StubHub Customer Service immediately at (866) 788-2482 for assistance.
• If the event is cancelled or postponed:
• If an event is cancelled and will not occur at a later date, StubHub will send the Buyer an email offering the Buyer the opportunity to return their tickets within 2 weeks in order to receive a refund for the full cost of their tickets, including service fees and shipping and handling charges. StubHub, in its sole discretion, will determine when an event has been cancelled. If an event is postponed and the venue where the event is to be held will issue new replacement tickets, StubHub will work to obtain replacement tickets for the Buyer. If an event is postponed and the number of replacement tickets available is limited, StubHub, may, in its sole discretion, deem the event cancelled.

Making a claim under the FanProtectTM Guarantee
If a problem should arise, the Buyer must follow these steps in order to receive a benefit under the FanProtectTM Guarantee:

• If tickets are not received before the event:
• Buyer must contact StubHub Customer Service at customerservice@stubhub.com or 866.StubHub (866.788.2482) no later than the earlier of (i) 3 calendar days after the date the tickets were to arrive or (ii) 3 calendar days prior to the event. If Buyer does not contact StubHub Customer Service within this required time period, the benefits of this guarantee will not be applicable.
• If tickets are not the same or better than those the Buyer committed to purchase:
• Buyer must contact StubHub Customer Service at customerservice@stubhub.com or 866.StubHub (866.788.2482) no more than 3 calendar days after Buyer's receipt of the tickets. Please note that similar or more desirable tickets may be substituted in place of the specific tickets listed on the StubHub site. StubHub may, in its sole discretion, deem tickets received as the same or better than those the Buyer committed to purchase.
• If tickets are fraudulent and are not honored by the venue:
• Buyer must contact StubHub within 7 calendar days following the date of the event. Buyer refunds for fraudulent tickets are limited to a lifetime maximum of $1000, or two claims under the FanProtectTM Guarantee, whichever comes first.
• If the event is cancelled or postponed:
• If an event is cancelled and will not occur at a later date, StubHub will send the Buyer an email offering the Buyer the opportunity to return their tickets within 2 weeks in order to receive a refund for the full cost of their tickets, including service fees and shipping and handling charges. If an event is postponed and StubHub is unable to obtain replacement tickets for the Buyer, StubHub will issue a refund after the Buyer returns their unused tickets to StubHub. All returned tickets must be received by StubHub within ten (10) days of the Buyer's receipt of notice from StubHub regarding eligibility for refund.

Abuse of the FanProtectTM Guarantee
We reserve the right to suspend or permanently cancel the registration of any Buyer or Seller who attempts to abuse the FanProtectTM Guarantee and will report any such abuse to the appropriate legal authorities.

How the FanProtectTM Guarantee protects Sellers
StubHub guarantees all Sellers the following:

• You will never be contacted directly by a buyer or prospective buyer.
• You can adjust your ticket prices to reflect marketplace value at any time.
• You will receive payment from StubHub for all ticket orders you confirm and fulfill.

Benefits provided Sellers under the FanProtectTM Guarantee
Sellers will receive the following benefits under the FanProtectTM Guarantee if the requirements below are met:

• If you are contacted directly by a Buyer or prospective buyer regarding an order:
• If you are contacted directly by a StubHub Buyer or prospective buyer regarding an order, StubHub wants to know. Please refer the customer to StubHub Customer Service at customerservice@stubhub.com or 866.StubHub (866.788.2482) for assistance. Please note the time and incident of the contact, as well as any additional details. Then notify Customer Service or your LargeSeller Account Representative about the incident to be refunded the commissions associated with the order in question.
• If you cannot adjust your ticket prices on the site:
• If you cannot adjust pricing for a ticket listing, please call Customer Service at 866.StubHub (866.788.2482) for assistance. You must be using a supported browser and have internet connectivity. StubHub reserves the right to make changes to its web site functionality that may require ticket pricing to be temporarily unavailable. StubHub is not responsible for general Internet availability and ISP outages which may impact your ability to access the site. All ticket prices are subject to any local, state, federal and international laws for which the Seller is solely responsible to complying with. See our Terms of Use.
• If you have not received payment for a ticket order:
• If a payment for a ticket order has not yet been received, please first check to make sure that the Seller Payment Information you provided to StubHub is correct in My Account. If the Seller Payment Information is correct but you still have not received payment, you may submit a Payment Investigation Request. StubHub will investigate the payment in question to determine whether the payment has already been processed and if it has not, we will make every effort to do so as quickly as possible.

Making a claim under the FanProtectTM Guarantee
In order to receive a benefit under the FanProtectTM Guarantee, Sellers must do the following:

• If you are contacted directly by a Buyer or prospective buyer regarding an order:
• If you are contacted directly by a StubHub Buyer or prospective buyer regarding an order, you may request that the commission for the order in question be refunded by StubHub by submitting a Buyer Contact Investigation Request. Please provide as much detail as possible.
• If you cannot adjust your ticket prices on the site:
• If you cannot adjust the price on a fixed or declining price ticket listing, or on an auction-style listing where a bid has not yet been placed, please call Customer Service at 866.StubHub (866.788.2482) for assistance. You must be using a supported web browser and have reliable internet connectivity. StubHub is not responsible for general Internet availability and ISP outages which may impact your ability to access the site. See Terms of Use. StubHub reserves the right to make changes to its web site functionality that may require ticket pricing to be temporarily unavailable during scheduled hours. StubHub may, in its sole discretion, deem ticket pricing unavailable. Click here to submit a Pricing Availability Investigation Request.
• If you have not received payment for a ticket order:
• If you have not received payment for a ticket order, please first make sure that the Seller Payment Information you provided to StubHub is correct. Do this by logging in and going to My Account. If you opted to receive payment via PayPal, the same email address you provided in your Seller Payment Contact must also be registered at PayPal. If you opted to receive a check payment issued to you by name, please make sure that the First and Last Name you provided in the Seller Payment Contact is correct. If you opted to receive a check payment issued to your company, please make sure that the Company Name you provided in the Seller Payment Contact is correct. After making any necessary corrections, please allow 2-3 weeks for StubHub to re-issue payment. If your Seller Payment Information is already correct, please submit a Payment Investigation Request. StubHub will investigate your complaint promptly and determine the status of your payment. If your payment has not already been properly processed by StubHub, we will make every effort to do so as quickly as possible.

Abuse of the FanProtectTM Guarantee
We reserve the right to suspend or permanently cancel the registration of any Buyer or Seller who attempts to abuse the FanProtectTM Guarantee and will report any such abuse to the appropriate legal authorities.