The Competition and Markets Authority (CMA) has ordered StubHub UK to refund more than 50,000 customers and pay a fine of nearly £900,000 for violating consumer protection laws. The ticket marketplace admitted to using drip pricing, a practice where mandatory fees are hidden until the final stage of checkout, which was banned under the Digital Markets, Competition and Consumers Act 2024.
Investigation findings
Between 6 April and 7 December 2025, StubHub UK failed to display the total price upfront for tickets to live shows and sports events. Instead, unavoidable delivery and service fees were added only at the end of the purchase process, misleading customers about the true cost. The CMA found that this practice broke consumer law by preventing fans from accurately comparing prices from the start.
Penalties and refunds
The CMA fined StubHub UK close to £900,000 and ordered it to issue refunds exceeding £590,000 to affected customers. The average refund per transaction is around £10. StubHub UK cooperated with the investigation, admitted breaking the law, and settled early, receiving a 40% reduction on its financial penalty. As part of the settlement, the company agreed not to appeal the decision.
Affected customers do not need to take action; StubHub UK will automatically refund the fees to the card used for purchase. The CMA has used its new consumer enforcement powers to secure over £1.95 million in refunds and levy fines exceeding £5.7 million across multiple cases.
CMA statement
Emma Cochrane, Executive Director of Consumer Protection at the CMA, said: "Hitting customers with hidden fees is illegal. It’s not fair to draw people in with what looks like a good deal, only for them to find the real price is higher when they get to the checkout due to extra charges that can’t be avoided. Going to a live gig or sports game is an event many people save for – and our action today means thousands of fans will get back money taken unfairly through hidden fees. Our message to businesses is simple: be transparent on costs or risk CMA action."
Background on drip pricing ban
Drip pricing was prohibited under the Digital Markets, Competition and Consumers Act 2024, with the CMA's strengthened powers taking effect in April 2025. The regulator has committed to tackling hidden fees and other unlawful online pricing practices to protect shoppers. Its clear pricing campaign provides a three-step checklist for businesses to ensure prices are transparent and upfront.
