Summer is just around the corner, and everyone should be aware of their consumer rights before buying live-event tickets.
Under B.C. law, all live-event ticket sellers must make key information available to buyers.
This is especially important for high-demand events, such as major concerts or the FIFA World Cup 2026.
The law sets out what information must be given to people when purchasing a ticket and if entitled to a refund.
It applies to any business that sells tickets to live events, including:
- primary ticket sellers: the original seller, such as the event venue, event organizer or their ticket sales agent, such as Ticketmaster
- secondary ticket sellers: businesses that resell tickets after they’ve already been bought
- secondary ticketing platforms: websites or apps that let other businesses or people resell tickets, such as online marketplaces
Consumer Protection BC administers the Ticket Sales Act on behalf of the government and assesses and investigates consumer claims.
What to look for in your ticket
The seller needs to clearly list or display:
- The total price (face value) of the ticket is listed in Canadian dollars, unless it specifies a different currency.
- A separately itemized list of any fees, service charges and taxes.
- The location of the seat or standing area.
- Whether there are any restrictions on your ability to transfer the ticket to other people.
- Whether there are restrictions on the type of ticket being sold.
- Any applicable terms and conditions.
Primary ticket sellers are required to print or display the face value on the ticket once issued.
Secondary ticket and platforms must show buyers the face value of the ticket before any purchase.
Cancellations and Refunds
People may be entitled to a refund in certain situations, such as if a ticket:
- is counterfeit
- doesn’t grant admission to the event
- does not match its description as advertised at the time of sale
If the event is cancelled and the ticket was bought from a secondary seller or secondary ticketing platform, people are generally entitled to a full refund.
People are also entitled to a refund if the ticket was cancelled because it was bought using illegal software (ticket-purchasing bots).
When an event is rescheduled to a new date, people should be given a clear choice between a refund and accepting a ticket for a new date.
People entitled to a refund can request it from the company that sold the ticket.
If necessary, people can request a refund from their credit card provider or by filing a complaint with Consumer Protection BC.
Having a complaint about a ticket purchase
People are encouraged to contact and file a complaint with Consumer Protection BC if they believe a ticket seller did not follow B.C. law.
Consumer Protection BC recently enforced the ticket sales law by reaching an agreement with StubHub to refund customers who did not receive clear, accurate information about their tickets for the December 2024 Taylor Swift concerts in Vancouver.
Before filing a complaint, people should:
- First, follow up with the ticket seller to try to resolve the issue.
- Keep copies of all purchase documents and correspondence.
- Submit a complaint form and attach all relevant documents.
Policing agencies are best suited to handle issues regarding fraud, such as fake travel packages and non-existent short-term rental accommodations.
If you think you may have been the victim of fraud or a scam, you can contact the Canadian Anti-Fraud Centre or your local police department.
To file a complaint with Consumer Protection BC, visit here.
For more information about how Consumer Protection BC ensures transparency and accountability in ticket sales, click here.
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