Terms of Service

1. Acceptance of Terms

By accessing our website or making a purchase, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree with any part of these Terms, you must not use our services.

2. Services Description

Lounge sells single-visit airport lounge access. The airport page and checkout identify the applicable airport, supported lounge locations, visit details, price, delivery method, and material restrictions.

3. Eligibility

You must be at least 18 years of age to use our services and make purchases. By using our services, you represent and warrant that you are at least 18 years old and have the legal capacity to enter into a binding agreement. If you are under 18, you may not use our services.

4. Pricing and Payment

Prices may be displayed in United States Dollars (USD), Hong Kong Dollars (HKD), or British Pounds (GBP), as selected by the customer. Converted prices use the exchange rate configured by Lounge at checkout. The following terms apply to pricing and payments:

• All payments are processed securely through Stripe, a PCI DSS Level 1 certified payment processor.
• Stripe presents the payment methods available for your location, currency, and transaction at checkout.
• Prices are subject to change without prior notice. However, any price changes will not affect orders that have already been confirmed and paid for.
• The total amount charged will be the price displayed at the time of your purchase, including any applicable discounts from valid coupon codes.

5. Refund Policy

Airport lounge cancellation requests are reviewed against the scheduled arrival time at the airport in that airport's local time:

• Requests submitted at least 72 hours before the scheduled arrival time are eligible for a full refund.
• Requests submitted between 48 and 72 hours before the scheduled arrival time are eligible for a 50% refund; the other 50% is retained as a cancellation fee.
• Requests submitted less than 48 hours before the scheduled arrival time are not eligible for a regular cancellation refund.
• Used, redeemed, or transferred access is non-refundable. If access fails because of an error by Lounge or its fulfilment channel, we will review the incident separately and may approve a full refund regardless of the cancellation window.
• All refund requests must be submitted as a support ticket through private order tracking. Submission does not automatically issue a refund. We verify the order, scheduled airport-local visit time, and access status before approval.
• Approved refunds are returned to the original payment method. Bank processing time depends on the payment provider.

6. Delivery

Our delivery process is as follows:

• Confirmation and access details are delivered digitally. No physical product is shipped.
• We email your access details within 24 hours after payment is confirmed. Delivery is not instant. If you need access sooner, contact our WhatsApp support before paying to confirm whether delivery is possible in time for your visit.
• Upon completion, you will receive an email confirmation with your lounge access details and any relevant instructions.
• You can track the status of your order at any time using the order tracking feature on our website.

7. Customer Responsibilities

As a customer, you are responsible for:

• Providing each named traveler's accurate full name as it appears on the travel document, together with the correct traveler count and airport-local visit date and time. Incorrect information may delay or prevent fulfilment.
• Providing a valid email address that you actively monitor, as all order communications and access details will be sent by email.
• Reviewing the supported lounge, terminal, itinerary, opening hours, stay limits, guest conditions, and other access rules before completing your purchase.
• Ensuring your itinerary and security status allow you to reach the lounge, and complying with airport and lounge rules.

8. Limitation of Liability

To the maximum extent permitted by applicable law:

• Lounge shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from or related to your use of our services.
• Our total liability for any claim arising from these Terms or the use of our services shall not exceed the amount you paid for the specific service giving rise to the claim.
• Lounge operators may change opening hours, capacity, entry conditions, or amenities. Entry is not guaranteed when a traveler cannot reach the stated terminal or airside location, arrives outside operating hours, or the lounge is at capacity.
• We do not guarantee uninterrupted or error-free access to our website, though we strive to maintain high availability.

9. Intellectual Property

All content on the Lounge website, including but not limited to text, graphics, logos, images, and software, is the property of Lounge or its licensors and is protected by applicable intellectual property laws. You may not reproduce, distribute, modify, or create derivative works from any content on our website without our prior written consent. Third-party lounge, airport, and payment names and marks remain the property of their respective owners and are used only to identify the relevant service.

10. Privacy

Your use of our services is also governed by our Privacy Policy, which describes how we collect, use, and protect your personal information. By using our services, you consent to the practices described in our Privacy Policy. We encourage you to read the Privacy Policy carefully.

11. Governing Law

These Terms of Service shall be governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region (Hong Kong SAR) of the People's Republic of China, without regard to its conflict of law provisions. Any disputes arising from or relating to these Terms or your use of our services shall be subject to the exclusive jurisdiction of the courts of Hong Kong SAR.

12. Changes to Terms

We reserve the right to modify these Terms of Service at any time. When we make material changes, we will update the "Last updated" date at the top of this page. Your continued use of our services after any changes constitutes your acceptance of the revised Terms. We encourage you to review these Terms periodically.

13. Contact Information

If you have any questions about these Terms of Service, please contact us:

• Email: support@loungeentry.com