1. Scope and General Conditions

This policy outlines the principles governing refunds, cancellations, and transaction adjustments for airport lounge access passes acquired through the Lounge marketplace platform. By reserving passes on this platform, you acknowledge and agree to the terms defined below.

Our marketplace connects travelers seeking executive lounge admittance with verified pass inventory. Because lounge allocations involve specific entry quotas and digital access tokens, timely communication is required for all adjustment requests.

2. Eligibility Criteria for Reimbursement

Refund applications are evaluated under the following verified conditions:

• Advance Notice: Cancellation initiated at least 24 hours before the booked reservation window or flight departure time.
• Carrier-Initiated Disruptions: Confirmed flight cancellations, severe delays over 6 hours, or route modifications imposed by the airline company. Proof of flight disruption may be requested.
• Terminal or Lounge Closure: Unscheduled closure of the designated airport lounge facility or operational refusal of admittance due to capacity caps beyond customer control.
• Duplicate Transactions: Unintended duplicate orders processed within a 1-hour window for the same guest, airport, and date.

3. Non-Refundable Situations

Reimbursements cannot be approved in the following circumstances:

• No-Show or Late Arrival: Passenger failure to present credentials during the lounge validity period without prior notice.
• Redeemed Credentials: Any access pass QR code or barcode that has already been scanned and validated at the lounge reception desk.
• Lounge Dress Code or Conduct Violations: Refusal of entry by lounge staff resulting from non-compliance with published entry policies (e.g., standard attire guidelines, age prerequisites, or behavioral standards).
• Requests After Validity Expiry: Applications submitted more than 7 days after the scheduled lounge entry date.
• Personal Travel Change Within 24 Hours: Voluntary itinerary adjustments made less than 24 hours prior to entry without an airline disruption report.

4. Refund Processing and Payment Timelines

Upon receipt of an eligible refund request, our verification team validates access status against the airport lounge entry register.

Note: Processing intervals may depend on your issuing financial institution or international banking holidays.

5. Step-by-Step Claim Submission

To request a transaction review or pass cancellation, please follow these steps:

6. Dispute Resolution and Inquiries

If you have questions regarding a decision or wish to submit additional flight documentation for reconsideration, our dedicated support desk is available to assist you.

For additional legal terms, please consult our Terms of Use, Privacy Policy, and Delivery Information.