Last updated: December 4, 2024
1. General Policy
At SkyExtras.com, we strive to provide reliable airport lounge access services. Our lounge passes are generally non-refundable once issued. This policy outlines the specific circumstances under which refunds may be provided and explains our cancellation terms.
2. Non-Refundable Circumstances
We do not provide refunds in the following situations:
2.1. Lounge Capacity Issues:
- When the lounge is temporarily full and requires waiting time
- If access is delayed due to high occupancy
2.2. Customer-Related Circumstances:
- Missing or cancelled flights
- Failure to present required documents (boarding pass, ID)
- Arriving at the wrong time or date
- Change of travel plans
- Not using the pass for any personal reason
- Duplicate bookings
3. Refund-Eligible Circumstances
Refunds will be provided in the following cases:
3.1. Invalid Pass:
- If the lounge operator declares the pass invalid despite all documentation being correct
3.2. Lounge Closure:
- If the lounge is completely closed during the intended access time
- If no alternative lounge is offered by the operator in case of closure
4. Refund Process
4.1. How to Request a Refund:
- Contact our customer support via email
- Include your booking reference number
- Provide details of the situation
- Submit any relevant documentation (if applicable)
4.2. Processing Time:
- Refund requests are reviewed within 24 hours
- Approved refunds are processed within 5-7 business days
- Funds will be returned to the original payment method
5. Pass Reissuance
5.1. Lost or Missing Passes:
- If you don’t receive your pass or lose the QR code, contact customer support
- We will reissue your pass at no additional cost
6. Customer Support
For refund requests or assistance, contact our customer support:
- Available daily: 7:00 AM – 10:00 PM (Central European Time)
- Response time: Within 15 minutes
- Email: info@skyextras.com
7. Changes to This Policy
We reserve the right to modify this refund policy at any time. Any changes will be effective immediately upon posting to our website.
8. Contact Information
SkyExtras by Young Digital
Klapczyka 48 Zory, 44-240 Poland
Email: info@skyextras.com