People planning to get live-event tickets in Vancouver this summer should be aware of their consumer rights before buying.
Under B.C. law, all live-event ticket sellers must make key information available to buyers.
Ticket sales in B.C.
People should always feel confident when buying event tickets. B.C.’s Ticket Sales Act promotes transparency and accountability in ticket sales, so people know what they are purchasing when buying tickets to live events.
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 when someone may be 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 government, and assesses and investigates consumer claims.
What to look for in your ticket
People are encouraged to carefully check all information before buying a ticket. The seller needs to clearly list or display:
* the total price (face value) of the ticket 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
Secondary ticket and platforms must show buyers the face value of the ticket prior to the purchase. Primary ticket sellers must print or display the face value on the ticket once it is issued.
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. If the ticket was cancelled because it was bought using illegal software (ticket-purchasing bots), people are also entitled to a refund.
When an event is rescheduled to a new date, people should be given a clear choice between getting a refund or accepting a ticket to the new event date.
People entitled to a refund can start by requesting one 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
Issues of fraud, such as fake travel packages and non-existent short-term rental accommodations, are best handled by policing agencies. People who think they have been the victim of fraud or a scam can contact the Canadian Anti-Fraud Centre or their local police department.
The Province is committed to protecting people in B.C. from predatory sales practices and will continue to take action to ensure a fair marketplace.