Last updated: 28 October 2026
This policy applies to airport lounge access passes purchased on SkyExtras.com. It explains our normal commercial arrangements and does not restrict any mandatory consumer or payment-dispute rights.
1. Understanding what you purchase
You purchase a digital lounge access credential for the selected lounge and access date, not a guaranteed seat reservation. Admission may be subject to capacity, local entry conditions and provider validation. We manually source passes after payment, so a pass may be delivered before the intended visit but not immediately upon placing a future-date order.
2. Changes of mind and unused passes
Because passes are sourced for specified access dates and may become committed to the supplier, issued passes are ordinarily non-refundable for a simple change of plans, where permitted by applicable law. Examples include choosing the wrong airport/terminal, a changed flight, arriving too late, or deciding not to visit the lounge.
If your pass has not yet been issued, please contact us as soon as possible. We will check whether cancellation or amendment is possible before supplier commitment. This does not override statutory withdrawal rights where those rights apply.
Important consumer-rights note: Certain fixed-date leisure services may be exempt from the usual 14-day withdrawal period, while other contracts may not be. Whether this exception applies to your particular purchase depends on the service and applicable law. We do not apply an automatic blanket waiver; contact us if you wish to exercise a statutory right of withdrawal.
3. When you can request help or a refund
Contact us promptly if:
- We are unable to issue a valid access pass for the product and date purchased.
- The supplied credential cannot be validated despite you presenting it correctly and satisfying entry requirements.
- The lounge was closed during the stated relevant opening hours and the purchased access could not be provided.
- You were refused admission, including for capacity reasons, and could not use the purchased access as reasonably expected.
- An error on our part means the issued pass does not match the confirmed lounge, date or covered travelers.
- We did not deliver the pass within the applicable communicated deadline and it is no longer reasonably usable.
We may ask for reasonable evidence, such as a lounge-staff statement, rejection screenshot, arrival time, or confirmation that a QR was not redeemed. We will investigate with the supplier where appropriate. Depending on the facts and your legal rights, the outcome may be a corrected/reissued pass, a suitable alternative accepted by you, a partial or full refund, or another legally required remedy. A voucher or store credit is optional; it is not a mandatory substitute for a cash refund when a cash refund is legally due.
4. Lounge capacity and waiting lists
A QR credential does not guarantee immediate access if the lounge is full. If asked to wait, request an estimated waiting time and notify us if access is ultimately unavailable or would no longer be reasonably useful for your flight. Please do not permit a pass to be redeemed without receiving the corresponding service. If staff have already validated it despite refusing admission, tell us immediately and retain any evidence.
We will not automatically reject a legitimate service-failure complaint solely because lounge capacity caused the refusal. Your rights depend on the transaction terms, what was represented before payment and applicable consumer law.
5. Cases normally not eligible for a discretionary refund
Unless applicable law requires otherwise, a discretionary refund is not normally available when a valid pass could have been used as purchased but was not used because of personal travel changes, failure to reach the correct terminal/zone, lack of mandatory travel documents, breach of lounge admission rules, or non-use after a successful admission.
A complaint about missing complimentary amenities, food selection or ordinary lounge crowding will be assessed against the specific amenities we expressly advertised, rather than against assumed services.
6. Amendments and reissues
Contact info@skyextras.com with your order number, required change, and access date. We will check the supplier’s rules. A change may be unavailable once the credential is issued or redeemed. If an email containing your passes is lost, we can normally resend the secure retrieval link after verifying the order; old links may be revoked when replacements are issued.
7. The €14.99 same-day charge
Eligible same-day orders attract a €14.99 processing charge per order. If the complete order must be refunded because we cannot supply the purchased service or because an applicable law requires a full refund, we will include amounts legally due, including applicable processing charges. The charge is not independently refundable merely because a customer elects not to use a properly supplied pass, subject always to applicable law.
8. How to request a refund
Email info@skyextras.com with your order reference, the relevant passenger(s), airport/lounges, access date, reason and available evidence. For urgent same-day problems, also use WhatsApp +44 7518 754853. Do not send complete payment-card numbers or passwords.
We acknowledge and assess complaints as promptly as reasonably possible. Where Polish consumer-complaint response requirements apply, we respond within 14 calendar days. Approved refunds are initiated to the original payment method where practical; your bank or payment provider may take additional time to post the credit. We will meet any shorter or mandatory legal deadlines that apply.
9. Your statutory rights
Nothing in this policy removes applicable legal guarantees, mandatory consumer rights, statutory withdrawal rights where applicable, or your right to contact your card issuer or a competent authority.