LOUNGEEASE / SERVICE & SUPPORT
Refund Policy
How to raise cancellations, payment problems and admission issues.
Pre-launch review draft. Policy review will be completed before purchases open. Purchases are not open yet.
Operated by: WISE UP LIMITED
Check the conditions before payment
Before purchase, check the selected pass and the non-refundable-after-issuance rule on this page. Ask support if conditions are missing or unclear. Changes require separate review and confirmation.
Cancellation after pass issuance
Once the supplier has confirmed pass issuance, cancellation for a refund is not available. Payment or booking confirmation alone does not mean the pass has been issued. Before issuance, contact support to request cancellation; a refund is subject to review and confirmation. Non-delivery, refused admission with a valid pass and payment errors remain subject to review. This rule does not exclude rights or remedies that cannot be excluded under applicable law.
Uncertain payments
If payment is pending or you are unsure whether you were charged, retain the order reference and check the status before paying again. Provide the reference and transaction details for review; do not send full card information.
Delivery or entry problems
If a pass cannot be delivered or entry is refused with a valid pass, contact support promptly with your reference and the relevant facts. Operations will check the supplier position, offer conditions and applicable rights before confirming a resolution.
Refund confirmation and receipt
Refunds require review and confirmation. Approved refunds are normally processed through the original payment channel. Receipt times depend on PayPal, the bank or payment instrument. Order refund status and actual receipt are separate facts; a partial refund is not a full-order refund.
How to request a review
Email support@loungeease.com from your booking address with the reference, airport, visit date, requested change or refund and reason. Include PayPal transaction references for payment issues. For refused admission, provide the visit time, terminal, reason given by staff and any relevant evidence. Do not send full card details, passwords or one-time codes.
Electronic pass access and refund confirmations
If you cannot find your electronic pass link, check your booking inbox and spam folder, then contact support. If the link does not open or the pass details differ from your booking, contact support before use. An approved refund confirmation should state the amount and any applicable deduction; keep the written result.
Version: 2026-10-16.3