LoungePair Refund and Cancellation Policy
Effective: 8 September 2026
This Refund and Cancellation Policy forms part of, and should be read together with, the LoungePair General Terms of Use. Capitalized terms not defined here have the meaning given in the General Terms of Use.
This Policy explains how refunds and cancellations work across each LoungePair product. Different products have different rules — choose the right section below for the product you purchased.
1. How Refunds Are Issued
The destination of a refund depends on the type of purchase:
FlexiPass purchases that have not been used — cash refund to your original payment method, less any FlexiPass fee you paid at the time of purchase. See section 3.
Standard or Prebook passes where you were denied access at the lounge — cash refund to your original payment method for the value of the pass. See sections 2 and 4.
Prebook passes canceled more than 24 hours before the booked time window — credited to your wallet, or to your original payment method on request. See section 4.
Wallet top-ups charged in error — cash refund to your original payment method. See section 6.
All other refunds (for example, refunds of lounge passes purchased with wallet or gift card credit) — credited to your LoungePair wallet as cash credit, or to the underlying credit source from which the purchase was funded, as set out in the relevant section below. The detailed rules for wallet credit are in the Wallet Terms.
Where the consumer protection law of your country of residence gives you a broader right to a refund to your original payment method, we will honor that right on request. To request a refund on these grounds, contact us at support@loungepair.com.
We may, with your agreement, issue a refund to a different destination than the one set out above — for example, where your original payment method is no longer available, or where we offer an alternative resolution that you accept.
Where a purchase was made wholly or partly with bonus credit (see section 7), the bonus portion of any refund is returned to your wallet as bonus credit on the same expiry terms that originally applied. The cash portion follows the rules above.
2. Standard Lounge Pass
Standard passes are non-refundable.
The only exception is if you are denied access to the lounge when attempting to use a valid pass. In that case, contact our support team with the details of the denial. We will issue a cash refund to your original payment method for the value of the pass on receipt of the relevant supporting information. We reserve the right to independently verify the denial with the lounge before issuing a refund. We have a guide explaining what to do if you are denied lounge access.
3. FlexiPass (Refundable Pass)
A FlexiPass is a refundable pass. FlexiPass is available at an additional cost — the “FlexiPass fee” — except where the FlexiPass benefit is included as part of a LoungePair Plus membership, in which case no FlexiPass fee is paid. FlexiPass refunds work as follows:
3.1. If you do not use a FlexiPass, you are entitled to a cash refund to your original payment method of the pass value, less any FlexiPass fee you paid at the time of purchase. Where the FlexiPass benefit was included in your LoungePair Plus membership, no FlexiPass fee was paid and the full pass value is refunded.
3.2. To request a FlexiPass refund, contact our support team at support@loungepair.com before the pass expires.
3.3. LoungePair Plus Members may also request to retain the pass value as Pass Credit with a bonus, instead of a cash refund — see section 5 of the LoungePair Plus Specific Terms of Use.
4. Prebook (Fixed Date and Time) Passes
A Prebook is a pass booked for a specific lounge, date, and time window. Prebook passes are fully flexible until 24 hours before the confirmed time window; the FlexiPass product does not apply to them. The full rules are in the Prebook Terms. In summary:
4.1. More than 24 hours before your confirmed time window: you may cancel free of charge. The pass value is refunded to your wallet, or to your original payment method on request.
4.2. Within 24 hours of your confirmed time window: no cancellation and no refund. The pass is forfeited.
4.3. Lounge unable to admit you despite a valid Prebook (for example, the lounge is closed when it should be open, or is at capacity): cash refund to your original payment method. We reserve the right to verify the denial with the lounge before issuing the refund.
4.4. Force majeure events affecting your travel (flight cancellation, airport closure, severe weather, or natural disaster): assessed case by case on reasonable supporting evidence. Where reasonable, we will offer wallet credit equal to the pass value, valid for 12 months.
5. Passes Subject to Third-Party Terms
Some passes you purchase from us are issued or fulfilled in partnership with third parties (for example, the lounge operator itself, or an industry partner that issues the pass). Where such a pass is subject to additional terms set by the third party, those terms are disclosed to you after purchase — typically in the booking confirmation, on the voucher, or on the third party’s website where you redeem the pass.
If you do not agree to those additional third-party terms and contact our support team before you use the pass, we will refund the full price of the pass to your original payment method. Once you have used the pass, the additional terms apply, and any subsequent refund follows the rules in section 2 (Standard Lounge Pass), section 3 (FlexiPass), or section 4 (Prebook) as applicable.
6. Wallet Top-Ups
Wallet top-ups are non-refundable once funds have been credited to your wallet, except where required by applicable law. Top-up funds remain available in your wallet on the terms set out in the Wallet Terms, including any expiry rules that apply to specific top-up promotions.
If you believe a wallet top-up was charged to you in error — for example, a duplicate transaction — contact us at support@loungepair.com as soon as you can and we will investigate. Where the error is confirmed, we will refund the affected amount to your original payment method.
7. Wallet Bonus Credit
Bonus credit is credit we grant you free of charge — for example, as a promotional incentive, a referral reward, or as part of an alternative resolution offered by our support team.
7.1. Bonus credit has no cash value, is non-transferable, and is non-refundable to any payment method.
7.2. Where a purchase made wholly or partly with bonus credit is refunded under this Policy, the bonus portion is returned to your wallet as bonus credit on the same expiry terms that originally applied. The cash portion (if any) is refunded under section 1.
7.3. Bonus credit may be revoked where it was granted in error, in connection with fraud or abuse of a promotion, or in connection with a chargeback we reasonably consider unjustified.
The detailed rules governing bonus credit are in the Wallet Terms.
8. Gift Cards
LoungePair Gift Cards are non-refundable. The full rules are in the Gift Card Terms and Conditions.
Where a lounge pass purchased using gift card credit is refunded under this Policy, the refund is issued to the gift card balance from which it was drawn, subject to the original gift card expiry date. If that gift card has since expired, the refund is forfeited unless applicable consumer protection law requires otherwise.
9. LoungePair Plus
LoungePair Plus subscription fees are non-refundable once your Membership has commenced. Refunds and cancellations of LoungePair Plus memberships and any associated benefits are governed by the LoungePair Plus Specific Terms of Use, which prevail over this Policy where they conflict.
10. Third-Party Lounge Access and Travel Services
We may promote lounge access options and other travel-related services offered by third parties on external websites — for example, third-party lounge booking links displayed alongside our own offers, or links to ground transport, dining, or other travel services. Once you leave our site to use these third-party options, we are not responsible for any aspect of your transaction. Any requests for refunds must be directed to the third-party provider. We are not party to those refund decisions.
11. How to Request a Refund
To request a refund, contact our support team at support@loungepair.com with:
Your account or purchase email.
The order or pass reference.
A short description of the reason for the refund (and where applicable, supporting evidence — for example, a screenshot of a denied-access notice).
We aim to acknowledge refund requests within 2 business days and to resolve them within 10 business days, although some matters (particularly those requiring confirmation from a lounge operator) may take longer.
12. Statutory Rights
Nothing in this Policy limits any rights you have under the consumer protection law of your country of residence that cannot be excluded by contract. LoungePair operates globally, and consumer protection regimes differ between countries; where any provision of this Policy is inconsistent with a non-excludable right available to you locally, that local right prevails to the extent of the inconsistency.
13. Changes to This Policy
We may update this Policy from time to time. The “Effective” date at the top of this document indicates when the current version took effect. Material changes will be communicated as described in section 1 of the General Terms of Use.
Contact
For any questions about this Policy, please contact us at support@loungepair.com.