The Competition and Markets Authority has ordered ticket marketplace StubHub UK to refund customers over hidden fees.
The competitions regulator found that the firm did not show fans the total price upfront when purchasing tickets, as required by law. Instead, a mandatory fee was included later in the process.
StubHub UK is one of the largest marketplaces allowing people to buy and sell tickets for live shows and events in the UK.
The CMA has fined the company close to £900,000 and ordered it to issue refunds to more than 50,000 fans exceeding £590,000 for using this illegal practice, known as drip pricing.
Drip pricing can cause fans to be caught out by extra charges and to buy tickets they might not otherwise have selected, had they been able to compare prices accurately from the start. The practice was banned last year under the Digital Markets, Competition and Consumers Act.
When the CMA examined the experience of fans buying tickets for gigs and sports events on StubHub UK, it found that between 6th April and 7th December 2025, some were required to pay mandatory costs such as delivery and service fees at the final stage of the checkout process – which broke consumer law.
Affected customers do not need to take any action, the CMA said. StubHub UK will contact fans about their refund, which will be automatically repaid onto the card they used to purchase their tickets.
The amount repaid to individuals will vary depending on how much they paid in fees – the average payout will be around £10 per transaction.
StubHub UK immediately took steps to end the conduct and engaged constructively with the CMA throughout the investigation, the regulator said. Having admitted breaking the law and agreeing to settle the case early with the CMA, the company received a 40% reduction to its financial penalty.
“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,” said Emma Cochrane, executive director of consumer protection at the CMA.
“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.”