LoungePair General Terms of Use

Effective: 8 September 2026 (supersedes the version dated 12 December 2024)

These are the general terms of use for LoungePair. They sit alongside, and incorporate by reference, several specific policies that apply to particular features (“Specific Terms”). As at the Effective date above, the Specific Terms are:

We may add new Specific Terms from time to time as we launch new features. Each new set of Specific Terms will be published on our website and will form part of these Terms when you use the relevant feature. Where a Specific Term conflicts with these general Terms, the Specific Term prevails for the matter it covers.

About LoungePair

“LoungePair” (and “we”, “us”, and “our”) means the LoungePair group entity that contracts with you for a particular purchase. The contracting entity for your purchase is identified at checkout and on your purchase confirmation.

We may transfer your contract between LoungePair group entities on prior notice to you, in accordance with section 15 (Miscellaneous: Assignment).

1. General

By using LoungePair (also referred to as “we”, “us”, or “our”), our users (also referred to as “you” or “your”) agree to be bound by these general terms of use (“Terms”) and each of the specific policies listed above as they apply to you. If you do not agree to be bound by all of these Terms, then please do not access or use our website or services.

We may update these Terms or any of the specific policies from time to time. The “Effective” date at the top of each document shows when the current version took effect.

Each purchase you make is governed by the version of these Terms (and any applicable Specific Terms) in effect at the time of that purchase. We will continue to honor the terms applicable to each completed purchase regardless of subsequent updates.

Where a change materially affects an ongoing service you have with us — for example, a change to your LoungePair Plus membership terms, or to the rules governing your wallet balance — we will provide direct notice (typically by email) in advance of the change taking effect. For other changes, your continued use of the Services after the Effective date of the updated Terms constitutes acceptance of those updates.

If you violate any of these Terms, we may suspend or terminate your use of LoungePair.

These Terms are written for individual consumer use of LoungePair. If you use LoungePair on behalf of a business, agency, corporate buyer, or other organization, separate written terms may apply between LoungePair and your organization, and those separate written terms prevail over these Terms to the extent of any conflict.

You are responsible for maintaining the security of your account and password. We cannot and will not be liable for any loss or damage arising from your failure to comply with this security obligation.

For LoungePair Plus members, additional terms apply as outlined in the LoungePair Plus Specific Terms of Use.

2. Your LoungePair Account and Wallet

To purchase passes, hold gift card balances, or use wallet credit, you must register for a LoungePair account. You agree to provide accurate information when creating your account, to keep that information up to date, and not to share your account credentials with any other person.

Your account may include a “wallet” — a stored balance you can use to purchase lounge access. The wallet may hold both cash credit (funds you have topped up or refunds we have issued to your wallet) and bonus credit (credit we have granted you free of charge, for example as a promotion, referral reward, or alternative resolution). The detailed rules that govern wallet top-ups, bonuses, expiry, and refunds are set out in the Wallet Terms.

We may suspend or close an account, or freeze a wallet balance, where we reasonably suspect fraud, abuse of bonus credit, chargeback abuse, or any breach of these Terms. We will notify you of any such action and the reasons, except where doing so would prejudice an investigation.

3. Purchasing Through LoungePair

When you purchase lounge access through LoungePair, the terms of your purchase depend on the specific product you choose. The applicable terms — including whether the purchase is refundable, whether cancellation windows apply, and how refunds are processed — are set out in the Refund and Cancellation Policy and, where relevant, the specific feature policies listed at the top of this document.

Our guarantee. We guarantee the validity of the passes you purchase from us. That means: the pass will be recognized by the relevant lounge as valid for entry during its published opening hours and in accordance with the lounge’s house rules. If a valid pass is not honored by the lounge, you are entitled to a refund as set out in the Refund and Cancellation Policy.

We do not, and cannot, guarantee that any specific lounge will admit you on a particular occasion — admission is ultimately controlled by the lounge operator and depends on factors outside our control, including capacity, the lounge’s house rules, and the lounge’s then-current opening hours and amenities. See section 10 for what this means in practice.

If you are denied access to a lounge despite holding a valid pass, please contact our support team immediately with information about the denial. We have a guide explaining what to do if you are denied lounge access.

Passes subject to additional 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 a pass is subject to additional terms set by such a 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 terms and let our support team know before you use the pass, you are entitled to a full refund of the pass price, as set out in the Refund and Cancellation Policy.

LoungePair Plus members may have access to exclusive purchasing options and benefits as outlined in the LoungePair Plus Specific Terms of Use.

4. Refunds and Cancellations

LoungePair offers a variety of products with different refund and cancellation rules — including standard passes, FlexiPass refundable passes, Prebook passes, wallet top-ups, gift cards, and LoungePair Plus benefits. The complete framework, including the rules that apply to each product type and how refunds are processed, is set out in the Refund and Cancellation Policy, which forms part of these Terms.

Nothing in these Terms or in the Refund and Cancellation Policy limits any rights you have under the consumer protection law of your country of residence that cannot be excluded by contract.

5. Gift Cards

LoungePair Gift Cards are governed by the separate Gift Card Terms and Conditions, which form part of these Terms. The Gift Card Terms set out how gift cards may be purchased, transferred, redeemed, and what happens to balances on expiry.

6. Additional Features

LoungePair launches new products and features from time to time. Some of those features have their own Specific Terms. The Specific Terms for any feature you use are listed at the top of this document and on our website, and form part of these Terms when you use that feature.

7. Third-Party Services

LoungePair may promote lounge access options offered by third parties. When you choose to use these third-party services:

  • 7.1. You acknowledge that you are leaving the LoungePair website and will be subject to the terms and conditions of the third-party service provider.

  • 7.2. LoungePair is not responsible for any aspect of your transaction once you leave our site.

  • 7.3. Any issues, including requests for refunds, must be addressed directly with the third-party service provider.

  • 7.4. LoungePair does not endorse, guarantee, or assume responsibility for any third-party services or content.

8. Privacy

Your privacy matters to us. Our handling of personal information is described in the Privacy Policy, which forms part of these Terms.

9. Intellectual Property

All content on our website, including text, graphics, logos, images, and software, is the property of LoungePair or its licensors and is protected by copyright and other intellectual property laws. You are not allowed to use any of this content for commercial purposes without the express written consent of LoungePair.

Our airport map images draw on OpenStreetMap data. Where that data comes from, the changes we have made to it, and how you may use the images are set out on our airport maps page.

10. Disclaimer of Warranties

We do not guarantee the accuracy, completeness, or reliability of the information on our website. We are also not responsible for any errors or omissions on the website, or for any damages or losses that may arise from the use of the website or reliance on any information contained on the website.

As described in section 3, our guarantee is limited to the validity of the pass itself — that the pass is recognized by the relevant lounge as a valid means of entry. We do not guarantee that any specific lounge will admit you on a particular occasion. Lounge admission is ultimately controlled by the lounge operator and is subject to factors outside our control, including capacity, the lounge’s house rules, and the lounge’s then-current opening hours and amenities. We are not liable for any changes in lounge availability, services, or amenities, except where a valid pass is not honored by the lounge — in which case you are entitled to a refund under the Refund and Cancellation Policy.

11. Limitation of Liability

To the maximum extent permitted by applicable law, LoungePair will not be liable for any indirect, incidental, consequential, special, or punitive damages arising from the use of its website or services. LoungePair will also not be liable for any loss or damage arising from the failure of its website or services to operate as intended, including website downtime or unavailability.

LoungePair’s total aggregate liability to you in connection with any claim arising out of or in connection with these Terms, the website, or the services is limited to the greater of: (a) the amount paid by you for the specific product or service to which the claim relates, in accordance with the Refund and Cancellation Policy; and (b) any minimum liability that cannot be excluded under applicable consumer protection law.

By using LoungePair, you acknowledge and agree that you are using our website and services at your own risk, subject to your statutory rights.

12. Indemnification

You agree to indemnify and hold LoungePair, its affiliates, officers, agents, and employees harmless from any third-party claim or demand, including reasonable legal fees, that arises directly from:

  1. your material breach of these Terms;

  2. your infringement of any third party’s intellectual property rights through your use of LoungePair; or

  3. your willful or grossly negligent misuse of the LoungePair website or services.

This indemnity does not apply to claims arising from LoungePair’s own negligence, willful misconduct, or breach of these Terms, or to any liability that cannot be excluded by applicable law.

13. Chargebacks and Payment Disputes

If you believe a charge made by LoungePair is incorrect, please contact us at support@loungepair.com before initiating a chargeback or payment dispute with your card issuer or payment provider. We will investigate any reasonable concern and refund or credit you as appropriate under the Refund and Cancellation Policy.

If you initiate a chargeback or payment dispute that we reasonably consider to be unjustified, we may, in addition to defending the chargeback:

  • Suspend or terminate your account.

  • Where the lounge access purchased was used — recover the disputed amount and any chargeback fees we incur, from any wallet balance or gift card balance held in your LoungePair account.

  • Where you initiated the chargeback without first contacting our support team to attempt resolution — recover the disputed amount and any chargeback fees we incur, from any wallet balance or gift card balance held in your LoungePair account. This applies regardless of whether the underlying purchase would have been eligible for refund had you contacted us first; the failure to attempt resolution with us before initiating a chargeback is itself the basis for recovery, given the costs and operational impact of chargebacks.

  • Require future payments to be made by alternative means we approve.

Nothing in this section limits your right to dispute a charge under applicable card scheme rules or consumer protection law. We will not exercise the recovery rights above where you contacted our support team in advance to attempt resolution and the matter was not resolved within a reasonable timeframe — in those circumstances a subsequent chargeback is treated as a legitimate escalation rather than an unjustified dispute.

14. Governing Law and Dispute Resolution

14.1 Governing law

These Terms are governed by, and construed in accordance with, the laws of the place of incorporation of the LoungePair group entity that contracts with you, as identified in your purchase confirmation, without regard to conflict-of-laws principles. Where the contracting entity for your purchase is not separately identified, the governing law is the State of Delaware, USA.

14.2 Informal resolution first

Before filing any claim, you and LoungePair agree to attempt to resolve the dispute through good-faith discussion. Contact us at support@loungepair.com.

14.3 Forum

If a dispute is not resolved through informal resolution, you may bring a claim in either:

  • the courts of the country in which you are habitually resident; or

  • the courts of the place of incorporation of the contracting LoungePair entity.

LoungePair will only bring claims against you in the courts of the country in which you are habitually resident.

Nothing in this clause requires you to arbitrate or limits any rights you have under the consumer protection law of your country of residence that cannot be excluded by contract.

14.4 Equitable relief

Notwithstanding the above, LoungePair may seek injunctive or other equitable relief in a court of competent jurisdiction to prevent the actual or threatened infringement, misappropriation, or violation of our copyrights, trademarks, trade secrets, patents, or other intellectual property rights.

15. Miscellaneous

  • Entire Agreement. These Terms of Use, together with the specific policies listed at the top of this document, constitute the entire agreement between LoungePair and the user, superseding any prior agreements or understandings, whether written or oral.

  • Amendments. LoungePair reserves the right to amend these Terms of Use, or any of the specific policies, at any time. Material amendments will be communicated as described in section 1. Your continued use of LoungePair after any changes constitutes your acceptance of those changes.

  • Severability. If any provision of these Terms of Use is found to be invalid or unenforceable, the remaining provisions will remain in full force and effect.

  • No Waiver. The failure of LoungePair to enforce any right or provision of these Terms will not be deemed a waiver of such right or provision.

  • Assignment. You may not assign or transfer these Terms, by operation of law or otherwise, without LoungePair’s prior written consent. Any attempt by you to assign or transfer these Terms, without such consent, will be null and void. LoungePair may freely assign or transfer these Terms, except that where we transfer your contract to another LoungePair group entity, we will give you prior notice.

  • Notices. Any notices or other communications provided by LoungePair under these Terms, including those regarding modifications, will be given (i) via email; or (ii) by posting to the Service. For notices made by email, the date of receipt will be deemed the date on which such notice is transmitted.

  • Headings. The section titles in these Terms are for convenience only and have no legal or contractual effect.

Contact

For any questions or concerns regarding these Terms of Use or any of the specific policies, please contact us at support@loungepair.com.