TERMS AND CONDITIONS OF ESCAPE LOUNGE
These terms explain how you make, amend or cancel a booking for the Escape Lounge. In addition, they set out the basis on which you are permitted to use the Escape Lounge.
1.1 It is important that you read and understand these terms and conditions as these apply to bookings for our Lounges and set out how you can make, amend, or cancel Lounge bookings. They also set out the terms on which you are permitted to use the Lounges.
1.2 By way of summary, there are a number of terms that you should be aware of and understand:
1.2.1 CAVU operates the Lounges, and these terms are between you and CAVU. In the case that you are making a booking via a Sales Agent, these terms apply alongside any terms and conditions of the Sales Agent;
1.2.3 if you booked via a Sales Agent, then the Sales Agent is responsible for any refunds and their policies on amendments and cancellations apply. You should refer to the Sales Agent’s terms and conditions for information on how to request amendments or cancellations to your booking. any amendments need to be agreed between yourself and the Sales Agent; and
1.2.4 we may amend these terms and conditions at any time and without notice, so you should check these terms and conditions each time you make a booking or use one of our Lounges.
2.1 We use a number of defined terms:
Adult means guests aged from 16+ years.
Airport means the airport in which the Lounge that you are booking is located.
Child or Children means guests aged from 2 to 15 years.
Entry Price means the charges stated at the time of booking and payable by you for entry into the applicable Lounge.
Facilities means the following (including but not limited to) a range of alcoholic and soft drinks, tea and coffee, a choice of hot and cold food, a range of magazines and newspapers.
Guest(s), you and your means a passenger who is permitted access to the Lounge in accordance with either: (i) a booking; (ii) the payment of the Standard Walk Up Rate; (iii) the provision of access from a third-party (such as an airline, lounge pass provider, or bank card); or (iv) as part of a valid free offer by CAVU or a third-party authorised by CAVU to do so.
Infant means guests aged less than 2 years.
Lounge or Lounges means the Escape and 1903 lounges operated by CAVU.
Sales Agent means any third-party appointed by CAVU to facilitate bookings for the Lounges.
Standard Walk Up Rate means the standard entry rate charged on the day as advertised at the relevant Lounge or confirmed to you by the staff at that Lounge.
Website means www.escapelounges.com
Who are we?
3.1 If you are making a booking for a Lounge that is located in the United States, then our legal entity is CAVU Experiences (AMER) LLC, a company registered in Delaware whose registered office address is 100 North LaSalle Street, Chicago, IL 60602, United States (We, us, our, or CAVU).
3.2 If you are making a booking for a Lounge that is located outside of the United States, then our legal entity is CAVU Experiences (EMEA) Limited, a company registered in England and Wales with company number 05602720 whose registered office address is 6th Floor Olympic House, Manchester Airport, Manchester, United Kingdom, M90 1QX (We, us, our, or CAVU).
Our Liability to You
4.1 If the Lounge is in the United States, any claims in relation to the use of the Lounge should be communicated to email@example.com.
4.2 If the Lounge is located at any of the below Airports, any claims in relation to the use of the Lounge should be communicated to the applicable Airport’s customer service team who will pass your claim onto us, or via a method of contact provided by the Lounge staff from time to time. Links to the Airport’s customer complaints pages are included below:
4.2.1 Manchester: here
4.2.2 Stanstead: here
4.2.3 East Midlands: here
4.3 Provision of the Lounges is subject to these terms and conditions.
4.4 We do not accept any responsibility or liability for any loss or damage you may incur:
4.4.1 in the event that any Lounges do not meet your requirements or are not suitable for you;
4.4.2 if any information, content, material or data you provide on our Website, or a Sales Agent’s website, is incorrect, incomplete or inaccurate, or if it is misleading (this includes any email address or contact number that you provide when making a booking), or if you fail to disclose any relevant facts;
4.4.3 in connection with the accuracy or content of any reviews of products displayed on our Website or a Sales Agent’s website;
4.4.4 which are indirect or not foreseeable by us when you accessed or used our Website, or a Sales Agent’s website; or
4.4.5 in connection with any failure by a Sales Agent displaying the correct information relating to the Lounges on their website, or in providing us with the information necessary to make sure that we can fulfil your booking, or in relation to the processing of your payment for a booking.
4.5 Nothing in these terms and conditions excludes or limits our liability for death or personal injury caused by our negligence or for our fraud or for any losses which cannot be excluded or limited under applicable law.
4.6 You are advised to keep all personal belongings with you at all times. In no circumstances will we accept any responsibility for the loss or damage to any property belonging to you or any other Guest attending the Lounge with you.
4.7 You are advised that any lost property found in the Lounge will be passed to a third -party at the relevant Airport for storage and safe keeping. Accordingly, you may be charged a fee to retrieve it. You should review the relevant Airport’s website for details about lost property and lost luggage.
4.8 We accept no liability to you for:
4.8.1 any direct loss of profits, loss of opportunity, loss of revenue or any indirect, special or consequential loss incurred by any your or any Guest, except for loss arising from death or personal injury caused by our negligence, or any other loss which can’t be excluded by law;
4.8.2 Any cost or loss to you associated with: you missing your flight because of your use of the Lounge, or your inability to use any Facilities due to factors beyond our control (e.g. you not leaving enough time to use the Lounge, or the factors set out in paragraph 11 below) or our use of any right we have to close, relocate or refurbish the Lounge.
5.1 Bookings can only be made by persons aged 18 years or over.
5.2 Where you book through our Website, or through a Sales Agent’s website, you are entering into a contract with CAVU for access to the Lounge that you are making a booking for, as described on the relevant website for the dates and times confirmed in the online booking process and set out in the booking confirmation that you will receive on booking. These terms are deemed to have been accepted when you are provided with a booking reference number either on our Website, on a Sales Agent’s website, or via a booking confirmation email.
5.3 In the instance that you purchase access to a Lounge in person by paying the Standard Walk Up Rates at the Lounge in person, or if you make a booking by telephone, you are considered to have read and accepted these terms and conditions at the point at which you make payment.
5.4 Where you have a right to access a Lounge through an agreement that you have with a third-party (such as with a lounge pass provider, airline, or bank), you are considered to have read and accepted these terms at the earlier of when; (i) you are provided with the details of the Lounge to which you have access, (ii) your booking in that Lounge from the third-party (if relevant), or (iii) when you begin using the Facilities in a Lounge where you have access.
5.5 It is your responsibility to ensure that a valid contact number and email address is provided at the time you make your booking (if required) and that you carefully read any confirmation email provided at the time of your booking to ensure that it accurately describes the products that you have purchased.
5.6 Your booking is only valid for the designated Lounge and is terminal-specific. Access to an alternative Lounge other than that booked will be charged at the Standard Walk Up Rate, subject to availability and no refund will be given for the original Lounge booking.
5.7 If you are booking for a lounge in the United States, bookings must be made at least 24 hours prior to your booked arrival time at the Lounge. All Lounge bookings are subject to availability and we reserve the right to withdraw availability at our entire discretion for a given date.
5.8 If you are booking for a lounge outside the United States, bookings must be made at least 12 hours prior to your booked arrival time at the Lounge. All Lounge bookings are subject to availability, and we reserve the right to withdraw availability at our entire discretion for a given date.
5.9 You must not resell or transfer any booking (in whole or in part).
5.10 The price you pay is the price accepted and confirmed to you during the booking process.
5.11 If you are booking a Lounge with us, the total price that you pay is inclusive of any applicable sales tax.
5.12 The price you pay is fixed for the duration of your stay in the Lounge. The booking is valid for a single Lounge entry.
5.13 In our Escape Lounges:
5.13.1 Groups of 6 or more planning to use a Lounge must receive prior authorisation before booking, you can do this by phoning the contact centre (US: 855-643-1100, outside the US: 0808 168 6111). Failure to do so will result in access to the Lounge being denied and no refunds will be given. Please note that separate bookings forming a group larger than 6 people will be refused access to the Lounge and no refunds will be given.
5.13.2 Authorised group bookings made in accordance with Clause 5.13.1 will be confirmed by us or the relevant third-party via email or by provision of a booking reference number.
5.14 In our 1903 Lounges:
5.14.1 Groups of 6 planning to use a Lounge must receive prior authorisation before booking, you can do this by phoning the contact centre (US: 855-643-1100, outside the US: 0808 168 6111). Failure to do so will result in access to the Lounge being denied and no refunds will be given.
5.14.2 Groups larger than 6 are not permitted in the Lounge.
5.14.3 If you are booking for our lounge in Bristol, then the maximum group size is 4 people, whether booked together or separately, and clauses 5.15.1 and 5.15.2 do not apply.
5.14.4 Authorised group bookings made in accordance with Clause 5.15.1 will be confirmed by us or the relevant third-party via email or by provision of a booking reference number.
5.14.5 Multiple separate bookings made forming a group larger than allowed in this clause 5.14 will result in access to the Lounge being denied and no refunds will be given.
5.15 Whilst we will endeavour to do so, we cannot guarantee that groups will always be able to sit together due to capacities within the Lounge.
How Can You Pay?
6.1 If booking on a Sales Agent’s website, please see their terms and conditions for further information on how you can pay for your booking.
6.2 If booking by phone, the acceptable methods in which you can make payment will be communicated to you during the booking process.
6.3 If booking on our Website you can pay via the payment methods set out on the Website.
6.4 We reserve the right refuse entry to the Lounge if your card is declined for any reason, if the payment card has been used fraudulently or without the cardholder's permission, or if you are under the age of 18. All payments must be made prior to your use of the Lounge, if booking via our Website, we will deduct payment at the time your booking is confirmed.
6.5 For bookings of Lounges in the United States, please note that where bookings are made via our Website or in person using a non-USD credit or debit card, your account will be debited utilising your card issuers applicable exchange rate on the date it processes your transaction and you may be charged any applicable conversion charges. It is your responsibility to check whether such fees apply prior to purchase.
6.6 For bookings of Lounge outside the United States, please note that where bookings are made via our Website, in person, or over the phone using a non-UK credit or debit card, your account will be debited utilising your card issuers applicable exchange rate on the date it processes your transaction and you may be charged any applicable conversion charges. It is your responsibility to check whether such fees apply prior to purchase.
How can I amend or cancel my booking?
7.1 If you booked via a Sales Agent then the Sales Agent’s policies on amendments and cancellations apply. You should refer to the Sales Agent’s terms and conditions for information on how to request amendments/cancellations to your booking. The Sales Agent is responsible for any refunds agreed with them for Lounges booked.
7.2 You acknowledge and agree that any amendments are agreed between yourself and the Sales Agent whom you have made a booking with, as such we will not be liable to you if the Sales Agent does not agree to an amendment that you request.
7.3 If you booked directly via our Website:
7.3.1 You can cancel your booking by giving us at least 24 hours’ notice prior to the Lounge arrival time and date. Any bookings cancelled within 24 hours of the Lounge arrival date will not be refunded.
7.3.2 If you wish to request any amendment or cancellation of your booking, please make an amendment or cancellation request via our Website, or by phoning the contact centre (US: 855-643-1100, outside the US: 0808 168 6222).
7.3.3 If we cancel your booking for a reason within our direct control then we will refund the amount we have received.
7.4 Bookings made less than 24 hours before the time of access to the Lounge cannot be cancelled and are non-refundable.
7.5 If you do not give the required advance notice as stated, no refund will be given by either us or any Sales Agent.
7.6 Please note that no amendment requests can be made following the commencement of your booking.
7.7 For bookings in the United Kingdom, Regulation 28(1)(h) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 states that contracts for the provision of leisure services which provides for services on a specific date (or a specific period) are exempt to the traditional 14-day 'cooling off’ period placed on select online goods and services. Cancellations are therefore subject to the terms set out in these terms and conditions.
7.8 We may cancel your booking:
7.8.1 Where you have booked via our Website, on immediate written notice to you in the event that any monies payable under these terms (whether demanded or not) have not been paid in accordance with the payment details;
7.8.2 if the booking might, in our opinion, prejudice our reputation; or
7.8.3 should it be required in order for us to undertake lounge refurbishment, improvements, or relocation.
Use of the Lounges
8.1 Entry into a Lounge entitles you to access the Facilities available in that Lounge.
8.2 The Lounges are quiet and calm environments for people to use prior to their flight. Any behaviour we deem to disturb this environment and other guests will not be tolerated (including shouting, running and playing music). Any behaviour we deem to be disrupting the environment of the Lounge may result in Guests being asked to leave the Lounge and no refund will be provided.
8.3 No abuse of our staff will be tolerated. Any behaviour deemed aggressive or abusive towards our team may result in the police being called, in boarding being denied and in prosecution. In these circumstances Guests will be asked to leave the Lounge and no refund will be provided.
8.4 Each Guest agrees as follows:-
8.4.1 to use the Facilities in the Lounge that you have booked into in accordance with these terms and conditions;
8.4.2 to be responsible for their own behaviour and the obligations contained in these terms and conditions;
8.4.3 not to bring animals or pets of any kind, except animals who are trained to work or perform tasks for people with disabilities (also called service or assistance animals), into the Lounge;
8.4.4 to reimburse us the costs of repairing any damage to our Lounge caused by you or any of your Guests. We reserve the right to levy additional charges on you if the conduct of you or any Guests in your party results in the Lounge (or any part thereof including but not limited to the toilets, cloakrooms or common areas) suffering damage, mistreatment and/or abuse which requires us to incur additional expense in order to remedy or rectify the same e.g. spoilage charges, damage to Lounge property, etc.;
8.4.5 to comply with all reasonable directions, instructions or orders given or issued by us, the Lounge staff or the Airport, whether verbally or in writing.
8.5 You acknowledge that, as other Guests may reserve tables/spaces within the Lounge, we may not be able to change or promise the use of any table/spaces reserved or promised as part of the booking during your use of the Lounge.
Food and Drink
8.6 Alcohol will be provided in accordance with applicable local laws. As proof of age may be required to be shown to Lounge staff members upon request, Guests are advised to bring identification into the Lounge.
8.7 Where provided, a wider selection of food and drinks may be available on payment of relevant charges by you. The relevant charges will be communicated to you should you wish to purchase items from this wider selection prior to purchase.
8.8 We require that Guests drink sensibly and avoid excessive drinking. We accept no liability for Guests excessively drinking in the Lounge but retain the right to limit alcohol consumption to ensure no Guest becomes intoxicated prior to flying.
8.9 It is the sole responsibility of the Guest to ensure that they are fit for their flight and that they meet the requirements of the relevant airline.
8.10 You or your party must not bring food or drinks into the Lounge for consumption within the Lounge.
8.11 You must not remove any food or drink provided for consumption within the Lounge from the Lounge. Any attempt to do so will be deemed theft and will be referred to the police for further action. This may result boarding being denied and in prosecution.
8.12 We reserve the right to refuse admission, without refund, to any person dressed in a way that might be deemed inappropriate.
8.13 For our Lounges, the dress code is smart/casual, and we request that our guests dress appropriately for their visit. We do not allow certain items of clothing, including, but not limited to: clothing with slogans or motifs that may cause offence, matching attire (such as hen or stag items), fancy dress, or any other items that may cause offence to other Guests.
8.14 Our Lounges are designed to provide a quiet and relaxing environment for our guests. In our Escape lounges:
8.14.1 Well-behaved Children are permitted to use the Lounges and must be accompanied by an Adult at all times.
8.14.2 The Entry Price will apply to Children. Infants will not be charged but please notify the Lounge prior to your arrival via the contact centre (on 0808 168 6111) that you are bringing an Infant. You do not need to do this if the Lounge is in the United States.
8.14.3 Proof of age may be required at the point of entry.
8.14.4 There is a maximum number of 3 Children or Infants per Booking.
8.14.5 We do not provide specific children’s activities. Children and Infants must not be left unattended at any time whilst in a Lounge, including being accompanied to the food and beverage stations.
8.14.6 Excessive noise or disruption may result in Guests being asked to leave the lounge.
8.15 In our 1903 Lounges Guests must be Adults. From time to time, Children or Infants may be allowed access to the 1903 Lounge as part of an airline booking. Any Children or Infants entering the lounge as part of an airline contract must be accompanied by someone over the age of 18. If you bring Children or Infants into the lounge, you must ensure that they do not consume any alcohol in the 1903 Lounge.
8.16 It is your responsibility to ensure that you allow enough time to use the Lounge that you have booked.
8.17 The Facilities are available from the time reserved in your booking and are subject to availability.
8.18 For Lounges outside the United States:
8.18.1 For Escape Lounges, if you have booked a standard entry this entitles you to a single visit of up to 3 hours from the booked time of arrival at the Lounge. If you have booked a 1-hour entry, this entitles you to a single visit of up to 1 hour from the booked time of arrival at the Lounge.
8.18.2 For 1903 Lounges, your booking entitles you to a single visit in the 1903 Lounge of up to 2 hours, from the booked time of your arrival of the Lounge.
8.18.3 If a flight is delayed and you wish to remain in the Lounge, subject to availability in the Lounge you may be able to stay and will be required to pay the standard Entry Price. If there is insufficient capacity for us to offer this option, we have the authority to request you leave the Lounge.
8.19 Lounges in the United States do not have a maximum length of stay.
8.20 To ensure that we provide the highest levels of service, we reserve the right to refuse entry to any person, at any time, for any reason deemed appropriate by us, including (but not exclusively):
8.20.1 Lounge capacity limitations;
8.20.3 unacceptable verbal or physical actions towards any staff member;
8.20.4 any conduct that we consider would offend or disturb other Guests.
8.21 Flights announcements are not routinely made and it is your responsibility to ensure that you depart the Lounge with adequate time to reach your departure date.
9.1 While we may display flight information, but we have no responsibility to inform you of flight information or changes to flights.
9.2 We shall use reasonable endeavours to provide the Facilities during the hours advertised, but we reserve the right to vary the hours of operation or close the Lounge for refurbishment, relocation etc. in which case an alternative lounge will be provided, or Entry Prices refunded.
9.3 We shall use reasonable endeavours to ensure a suitable environment is maintained in the Lounge including keeping the Lounge clean and tidy and ensuring Lounge staff are available.
How can I complain about my booking?
10.1 If you encounter any problems with the booking process provided by a Sales Agent, please inform the Sales Agent as they are responsible for this.
10.2 If you encounter any complaints or problems with the Lounges that you have booked, please let our lounge staff know and allow us the opportunity to rectify the problem.
10.3 If unresolved, please let us know in writing at the first available opportunity by:
10.3.1 emailing firstname.lastname@example.org if the Lounge is in the United States; or
10.3.2 If the Lounge is located at any of the below Airports, any claims in relation to the use of the Lounge should be communicated to the applicable Airport’s customer service team who will pass your claim onto us, or via a method of contact provided by the Lounge staff from time to time. Links to the Airport’s customer complaints pages are included below:
(i) Manchester: here
(ii) Stansted: here
(iii) East Midlands: here
11.1 If, by reason of operational requirements by us or any order imposed on us by the Airport or any force majeure event or occurrence, (including but not limited to fire, tempest, explosion of any kind, failure or neglect on the part of any utility supplying electricity, gas or water, labour strike, civil commotion, war, fire or explosion or any other event beyond the control of us), we are prevented, or anticipate that we will be prevented or hindered, from fulfilling the substance of our obligations under these terms, then we shall use reasonable endeavours to ensure that you are aware of the occurrence of any such event and we shall be entitled at any time, so long as such cause still subsists, to cancel your booking upon notice. In such circumstances, please get in touch with our customer centre at (US: 855-643-1100, outside the US: 0808 168 6222) and we will refund you for your booking.
11.2 In the event of cancellation pursuant to this paragraph we shall be under no liability to you for any loss which you or your group may sustain in consequence of any such cancellation.
12.1 If any provision of these terms and conditions are held to be unlawful, invalid or unenforceable, that provision shall be deemed deleted from these terms and conditions are and the validity and enforceability of the remaining provisions of these terms and conditions are shall not be affected.
12.3 No failure or delay by us in exercising any right under these terms and conditions are will operate as a waiver of that right nor will any single or partial exercise by us of any right preclude any further exercise of any right.
12.4 Written notice shall include notice sent by email.
12.5 If the Lounge that you have booked is in the United States, then these terms and conditions and your access to and use of our website is governed by and interpreted in accordance with the laws of the State of Delaware. Both you and CAVU submit to the exclusive jurisdiction of the courts of the State of Delaware in connection with these terms and conditions are and your access to and use of our website (including any claims or disputes).
12.6 If the Lounge that you have booked is outside the United States, then these terms and conditions and your access to and use of our website is governed by and interpreted in accordance with the laws of England and Wales. If you are located outside England and Wales and are making a booking with us, any consumer protections that are required under your local laws will continue to apply. Both you and CAVU submit to the exclusive jurisdiction of the courts of England and Wales in connection with these terms and conditions are and your access to and use of our website (including any claims or disputes).