LoungePair Plus Specific Terms of Use

Last Updated 1 October 2024.

 

1. Meaning of Terms

In these Terms and Conditions:

  • "LoungePair," "we," "us," or "our" refers to LoungePair and its affiliates.

  • "Member", “Members”, "you", or “your” refers to an individual with an active LoungePair Plus membership.

  • "Membership" refers to your LoungePair Plus subscription.

  • "Pass", “Passes”, or "Lounge Pass" means a single-use entry pass to an airport lounge.

  • "Pass Credit" is a credit earned through the LoungePair Plus Rewards program, redeemable for future lounge passes.

  • "Stamp" is a unit earned for each eligible lounge visit, used to track progress towards earning Pass Credits.

  • "FlexiPass" refers to a lounge pass with flexible terms, allowing for value retention or refund if unused.

  • "Companion" means a person traveling with a Member who is eligible for the Companion Pass Discount.

2. Relation to General Terms and Privacy Policy

2.1 Incorporation of General Terms

  • These LoungePair Plus Terms and Conditions ("Plus Terms") are in addition to and supplement the general Terms of Use available at https://www.loungepair.com/terms-of-use.

  • In the event of any conflict between these Plus Terms and the general Terms of Use, these Plus Terms shall prevail with respect to your Membership.

  • By agreeing to these Plus Terms, you also agree to be bound by the general Terms of Use.

2.2 Privacy Policy

  • Your use of LoungePair Plus is subject to our Privacy Policy available at https://www.loungepair.com/privacy-policy.

  • The Privacy Policy explains how we collect, use, and protect your personal information in relation to all LoungePair services, including LoungePair Plus.

2.3 LoungePair Plus Specific Provisions

  • Data Collection and Use: As a Member, we may collect additional data related to your membership status, rewards accrual, and benefit usage. This data will be used to provide and improve LoungePair Plus services.

  • Marketing Communications: Members may receive additional marketing communications related to exclusive offers and benefits. You can opt out of these communications at any time.

  • Third-Party Services: Some LoungePair Plus benefits may involve third-party services. When using these services, you may be subject to the third party's terms and privacy policy, as outlined in our general Terms of Use.

  • Account Security: We strongly recommend Members enable two-factor authentication, if available, for enhanced account security. Be aware that LoungePair will never ask for your password via email or phone. Exercise caution against phishing attempts targeting Members.

2.4 Interaction with Other LoungePair Services

  • Your Membership is separate from, but complementary to, other LoungePair services.

  • Benefits of LoungePair Plus cannot be combined with other promotional offers unless explicitly stated.

  • In case of conflicts between LoungePair Plus benefits and other LoungePair services, the terms most favorable to the Member will generally apply, subject to LoungePair's discretion.

2.5 Amendments

  • We may update these Plus Terms, the general Terms of Use, or the Privacy Policy from time to time. Any significant changes will be communicated to you via email at least 30 days before they take effect.

  • Your continued use of LoungePair Plus after such changes constitutes acceptance of the updated terms.

2.6 Termination

  • Termination of your Membership does not affect your obligations under the general Terms of Use for any other LoungePair services you may continue to use.

3. Membership and Payment Terms

3.1 Program Overview

  • LoungePair Plus is a membership program offering exclusive benefits.

  • Members may only hold one LoungePair Plus account.

  • Membership benefits are described on the Membership page on the website.

  • LoungePair Plus benefits may vary based on specific program versions or Bespoke Programs. Refer to your Membership details for the exact benefits applicable to your subscription.

3.2 Fees and Payment

  • The current membership fee is displayed on our website at time of purchase and is payable in advance.

  • We accept major credit cards and debit cards for payment.

  • LoungePair reserves the right to change the membership fee or introduce different membership durations. Any changes will be communicated as described in the "Membership Term and Renewal" section.

  • Fees for Bespoke Programs may differ from the standard LoungePair Plus membership fee. Refer to your specific program terms for details.

3.3 Membership Term and Renewal

  • Your initial Membership term is as specified at the time of purchase.

  • Membership automatically renews for the same term length unless we advise otherwise or you cancel before the renewal date.

  • If we change the membership fee or term length, we will notify you at least 30 days before your next renewal date.

  • Any changes will take effect on your next renewal date. You will have the option to cancel before the new terms take effect.

3.4 Payment Issues

  • If your payment fails, we'll attempt to process it again within a few days.

  • If payment continues to fail, your Membership may be suspended or canceled.

3.5 Additional Purchases

  • All purchases of a Lounge Pass or other services are separate transactions and will be charged at the time of purchase.

3.6 General

  • Benefits and rewards associated with LoungePair Plus are non-transferable unless otherwise stated.

  • LoungePair reserves the right to modify, add, or remove benefits with reasonable notice to Members.

4. LoungePair Plus Rewards

  • Members earn one stamp for each eligible lounge visit.

  • After collecting 10 stamps, Members receive a Pass Credit worth 10% of their total spend on those 10 visits.

  • Pass Credits can be used towards future Lounge Pass purchases.

  • Pass Credits are valid for the duration of a Membership or 3 years from issuance, whichever comes first.

  • There is no limit to the number of Pass Credits a Member can earn subject to the validity clause above.

5. FlexiPass Benefit

  • All Passes purchased by Members are considered a FlexiPass at no extra cost.

  • If a FlexiPass is not used, Members can choose to: a) Retain the Pass value as a coupon, plus a 5% bonus Pass Credit, or b) Request a refund to the original payment method.

  • Opting for bonus Pass Credit is capped at US$30 per year per Member.

  • All stamps earned for a FlexiPass that is credited or refunded will be voided.

  • Retained credit must be used within the Membership period or 3 years from the original purchase date, whichever comes first.

6. Companion Pass Discount

  • Only one discounted Companion Pass can be used per lounge visit.

  • The Companion must be traveling with the Member on the same itinerary.

  • The Companion Pass must be purchased in conjunction with the purchase of a full price pass.

7. Lounge Quality Guarantee

7.1 LoungePair is committed to ensuring Member satisfaction with their lounge experiences. If a Member is dissatisfied with their lounge visit, they may submit a claim under our Lounge Quality Guarantee.

7.2 Claim Submission Process:

(a) Claims must be submitted within 72 hours of the lounge visit.

(b) Claims must include sufficient detail, including:

  • Date and time of visit

  • Lounge name and location

  • Clear explanation of the issue(s) encountered

  • Supporting evidence (e.g., photos, where applicable)

7.3 Claim Limit

(a) Members are entitled to two (2) guaranteed claims per Membership year, which will be honored without further questions, subject to meeting the requirements stated in these terms and conditions.

(b) Additional claims beyond the two guaranteed claims may be considered at LoungePair's sole discretion.

7.4 Remedies:

a) For valid claims, LoungePair commits to making it right for the Member. This may include, but is not limited to:

  • Refund of the Pass price paid

  • Credit toward future Pass purchases

  • Alternative compensation of equal value to the Pass price

b) The specific remedy will be determined by LoungePair based on the nature of the claim and the Member's preferences.

7.5 Resolution Process:

a) LoungePair will acknowledge receipt of a claim within 2 business days.

b) A decision regarding the claim and the proposed remedy will be communicated to the Member within 10 business days of the claim submission.

7.6 Data Sharing:

a) LoungePair reserves the right to share claim information with lounge partners to improve service quality.

b) Personal information will be handled in accordance with our Privacy Policy.

7.7 Abuse Prevention:

a) LoungePair reserves the right to suspend or terminate the Lounge Quality Guarantee for any Member found to be abusing this policy.

b) Repeated frivolous claims may result in review and potential limitation of this benefit.

7.8 This Lounge Quality Guarantee is provided in addition to, and does not affect, your statutory rights.

8. Renewal Bonus

  • Members may receive additional benefits upon renewing their Membership.

  • Renewal bonuses are individualized for each Member and can include additional Pass Credits or other perks as determined by LoungePair.

  • Renewal bonuses are valid for the duration of the renewed Membership period.

  • Bonuses are non-transferable and limited to one per renewal cycle.

9. Priority Customer Support

  • Members receive priority access to customer support.

  • While support is prioritized, specific response times are not guaranteed.

  • Priority support is intended for Membership-related issues and should not be used for general inquiries.

  • Cases involving lounge-specific issues may take longer to resolve if an investigation by the Lounge is required. LoungePair will keep the Member informed of any developments.

10. Changes to Benefits

  • LoungePair reserves the right to modify, add, or remove benefits associated with Membership at any time.

  • We will provide at least 30 days' notice of any significant changes to benefits via email and/or prominent notice on our website.

  • Changes to benefits will typically take effect at the start of the next Membership period for existing Members.

  • In some cases, we may need to make immediate changes for legal or security reasons. We will notify Members as soon as possible in such instances.

  • In the event of immediate changes that LoungePair, at its sole discretion, deems to be a significant reduction in benefits, affected Members may be offered the option to cancel their Membership and receive a pro-rata refund for the remainder of their current Membership period.

  • Continued use of LoungePair Plus after changes take effect constitutes acceptance of the new terms and benefits.

  • Changes to benefits for Bespoke Programs may be communicated separately and may follow different timelines than those stated for the standard LoungePair Plus program.

11. Membership Tiers and Levels

  • LoungePair may introduce different tiers or levels within the Plus program in the future.

  • If introduced, tier eligibility and benefits will be communicated to Members.

  • LoungePair reserves the right to modify, add, or remove Membership tiers at any time, with notice provided as outlined in the "Changes to Benefits" section.

  • Bespoke Programs may have unique tier structures or benefits that differ from the standard LoungePair Plus program. These will be detailed in the specific terms for each Bespoke Program.

12. Cancellation

  • Members may cancel their Membership at any time through their account settings or by contacting customer support.

  • Cancellation will take effect at the end of the current billing period. The Membership will not auto-renew.

  • No refunds are provided for partial Membership periods.

  • Upon cancellation:

    • Members retain access to all benefits until the end of the current Membership period.

    • Unused Pass Credits remain valid until the end of the current Membership period or their original expiration date, whichever comes first.

    • Unused FlexiPasses retain their flexibility until their original expiration date.

    • Unused Companion Pass Discounts are forfeited at the end of the Membership period.

  • If a person rejoins LoungePair Plus within 30 days of their Membership expiring, their account history and any valid Pass Credits will be reinstated.

  • LoungePair reserves the right to cancel Memberships in cases of fraudulent activity, abuse of benefits, or violation of terms and conditions.

13. Dispute Resolution for Plus Benefits

  • Disputes specifically related to LoungePair Plus benefits (such as Pass Credits, FlexiPass refunds, or Companion Pass Discounts) should be submitted to [email protected].

  • LoungePair will make reasonable efforts to resolve disputes related to Plus benefits within 14 business days of receipt.

  • If a dispute cannot be resolved through this process, it will be subject to the general dispute resolution procedures outlined in the main Terms of Use at https://www.loungepair.com/terms-of-use.

14. Program Changes or Termination

  • LoungePair reserves the right to significantly alter or terminate the LoungePair Plus program.

  • In the event of program termination: 

    • Members will be given at least 60 days' notice via email and prominent notice on our website. 

    • Members will retain access to all benefits until the end of their current paid Membership period.

    • LoungePair may, at its discretion, offer pro-rata refunds or alternative compensation to affected Members.

  • In the event of significant program alterations, Members will be given the option to cancel their Membership and receive a pro-rata refund if they do not wish to continue under the new terms.

15. Bespoke LoungePair Plus Programs

  • LoungePair may offer bespoke versions of the LoungePair Plus program ("Bespoke Programs") with modified terms, benefits, or pricing.

  • Bespoke Programs may be offered to specific groups, organizations, or individuals at LoungePair's discretion.

  • Terms and conditions for Bespoke Programs will be provided separately and may supersede or complement these standard LoungePair Plus Terms.

  • In the event of any conflict between the standard LoungePair Plus Terms and the terms of a Bespoke Program, the Bespoke Program terms shall prevail for Members of that program.

For any questions or concerns regarding these Plus Terms, the general Terms of Use, or the Privacy Policy, please contact us at [email protected].