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Privacy Policy

Airport Lounge Health & Hygiene Standards


As the world continues its fight against the COVID-19 pandemic we are starting to see signs of travel recovery. Lounges will take on an increasingly important role in a traveller’s journey, becoming a refuge from the airport terminal itself. We understand that confidence in travel has been heavily impacted by the crisis, one way to resolve this is through impeccable lounge standards.

Through a number of different sources, including our own in-house Global Medical Director, Dr. Simon Worrell, himself an expert in virus management, we have created the following guidelines to help protect the safety and welfare of our members and the crucial staff operating within our network. We believe the application of these responsible measures will ensure airport lounges continue to provide that unique and personal experience.

Lounge Staff Health 

Recommended steps 

  • – Increase training for every staff member regarding the Health and Safety protocols within the lounge 
  • – Closely monitor staff health. Any staff showing any symptoms of Coronavirus should not come to work and follow local government guidelines on when to return 
  • – On arriving for a shift, staff can change clothes and/or thoroughly clean before commencing work 
  • – Provide appropriate PPE to all staff, which they must always wear when performing their duties 
  • – Ensure kitchen processes follow local food hygiene standards and staff wear appropriate equipment 

Additional steps 

  • – In airports where there are no airport-led health measures for employees, implement temperature or other health checks as per local authority guidance 

 

Welcome area 

Recommended steps

  • – Implement appropriate queue floor-markers to ensure safe distancing
  • – Provide alcohol-based hand sanitizer at the check-in desk for guests and staff
  • – Registration staff should regularly clean or sanitize their hands. If gloves are used, these should be regularly replaced and carefully disposed of. An alternative, in order to reduce wastage and environmental impact is for staff to wear gloves but frequently wash their hands with the gloves on
  • – Reinforce good hygiene practices to guests using signs/visual displays/ TVs as appropriate
  • – Highlight any specific COVID-19 related measures in place, along with any suspended services

Additional steps

  • – Install Perspex screens at welcome desks or introduce the use of clear face shields

 

Floorplan and seating

Recommended steps

  • – Look at high-density areas where people congregate – high-traffic corridors, areas in front of bar or serving areas – and identify measures to limit people congregating
  • – Look at furniture layout and identify ways to meet local government guidelines but also maximise use of space and allow groups of travellers who are travelling together to sit together
  • – Introduce a seat allocation service whereby the receptionist identifies space in the lounge for each new guest or group of guests. This may assist with capacity management by ensuring that guests are utilising spaces that are appropriate to the size of their group

Additional steps

  • – If you cannot implement a seat allocation service, operate a clear table policy, and place signs on tables which have been cleared, cleaned and sanitised, so guests can easily identify which tables have been cleaned

 

Moving inside the lounge

Recommended steps

  • – Use signs to reinforce the specific local social distancing guidance and COVID-19 related hygiene etiquette that should be followed in the lounge
  • – Place alcohol-based hand sanitizer and tissues for guests throughout the lounge
  • – Make waste bins readily available throughout for guests to use. Staff with the appropriate PPE should empty them regularly – never allow to overflow
  • – Place signs in all restrooms reminding guests to wash their hands for at least 20 seconds

Additional steps

  • – Reduce movement in the lounge as much as possible

 

Food and Beverage Service

Recommended steps

  • – Introduce a collection-point option for food and beverages, operate a queuing system for guests that adheres to the local social distancing guidance
  • – For bar service, attendants should be especially aware of which surfaces are clean and which are potentially contaminated. For example, it would be a bad idea to clear a used glass from a guest and then hand a full, clean bottle to a new customer

Additional steps

  • – Replace self-service food and beverage stations with a solution whereby staff with appropriate PPE serve guests food and drinks directly
  • – Operate a clear table policy, where tables are to be cleared and sanitized and left clear after each guest leaves

 

Lounge Amenities

Recommended steps

  • – Close children’s play areas where they exist. Can they be replaced with additional seating to make better use of capacity
  • – Review shower facilities where they exist and if they cannot be cleaned and sanitized appropriately, then close them
  • – Remove print-media

Additional steps

  • – Replace print media with digital media access on guest’s personal device

 

Lounge Cleaning and Environmental Standards

Recommended steps

  • – Increase the number of cleaning shifts and issue staff with appropriate PPE
  • – Use cleaning products recommended by local health authorities as being effective against COVID-19
  • – Clear and disinfect guest areas once empty before allowing new guests to occupy
  • – Disinfect all high-traffic areas daily, and thoroughly clean the entire lounge regularly
  • – Plan and implement a policy for managing guests who show signs of COVID-19 inside the lounge
  • – Keep air conditioning on throughout the day and set frequency of air recirculation to at least five times a day if possible

Additional steps

  • – Switch air filtration systems to 100% outside air

 

Contactless Journey

In addition to the guidelines we are recommending changes to the way in which partners can process visits through the devices. These changes will reduce the need to pass the device and plastic cards between the lounge staff and passenger.

How does this affect our Partners?

The end to end visit processing will be completed by the Lounge staff and the passenger will not touch the device. After the scan or manual entry:

  • – Lounge Staff will write the flight number from the passenger boarding card on the signature screen. The device will no longer be passed to the passenger to sign for the visit
  • – The Lounge staff must then show the passenger the device screen with the visit details
  • – The passenger must then verbally agree the visit details and the Lounge staff will “Accept” the visit on behalf of the passenger. Again, the device is not requeridos to be passed to the passenger for acceptance
  • – A receipt will only be printed if requeridos for lounge records

Privacy Notice

Isla Lounges (“we/us/our”) endeavour to maintain the highest standards of confidentiality and to respect the privacy of our customers (“you”) and associated persons who deal with us. Our commitment to privacy includes being transparent about the nature and extent of the personal data processing we undertake. This privacy notice aims to inform you about how we collect, store, use and disclose information about you when you:

a) interact or use our websites; or
b) if you use any of our products, services or applications (collectively the “services”) in any manner.

As a company with a global presence, we are subject to the varying requirements of data protection legislation in  jurisdictions where we operate. Our aim is to be as consistent as possible and obey all applicable laws and apply the highest standard of privacy laws to our approach. For example, if you are a resident of the EU, we are bound by EU local laws including the General Data Protection Regulation (“GDPR”) or if you are a resident of California, we also respect the local laws of California, The Californian Consumer Privacy Act (“CCPA”). 

Categories of personal data we process or collect
We collect and process the personal data that you provide when interacting with us, either online or via email, mobile, phone or post.

Such personal data may include the following:
a) First name and surname;
b) Postal address;
c) Email address;
d) Telephone number;
e) Gender, date of birth;
f) Country of residence, nationality, language preference;
g) Unique identifier information (e.g. your customer username or number and password);
h) Financial information (e.g. payment card or bank account information);
i) Which lounges or merchants you visit, as part of your Isla Lounges benefits;
j) Boarding card information;
k) Some details provided by your device such as IP address, device ID, device type, and location data.

Source and categories of personal data
The source of the above information is received from either, yourself or where Isla Lounges is a benefit of your payment card issuer, we may receive the information from them. The category of information is Personal data. The information is only used for business purposes to supply the Service.

What we use your personal data for, and our legal basis for doing so

We must have a legal basis to process your personal data. In most cases, that will be for us to provide the contracted service. The table below sets out the purposes for which we use your personal data and our legal basis for doing so:

What we use your information for

Our legal basis for doing so

Provide you with access to our website

To provide the contracted service

Provide access to travel experiences within the service program

To provide the contracted service

Process any payment requeridos for the products and services you have requested

To provide the contracted service

Store your payment card details, in order to be able to take agreed payments, as explained in the Conditions of Use

To provide the contracted service

Provide you with information you have requested, including without limitation, quotations, service documentation, brochures, and responses to applications

Where we have your consent

Provide you with newsletters, and other communications about the services you have purchased or chosen to opt into.

Where we have your consent

Offer customer surveys to improve our products and services

For our legitimate interests to improve our services

Analyse your usage of our services in order to be able to personalise your service and improve our products

For our legitimate interests to improve usage of our services

Respond to any enquiries from you regarding our products and services

To provide the contracted service

Where you have agreed, provide you with information about certain other goods and services which we believe may be of interest to you

Where we have your consent

Meet our legal and regulatory obligations to investigate and prevent fraudulent activities

To comply with our legal obligations


Personal data sharing and transferring
We will not share rent or sell your personal data to anyone unless you agree to this, or such sharing is necessary to fulfil our contract with you, or we are legally allowed or requeridos to do so. Moreover, your personal data will only be shared with selected organisations which comply with our security procedures and policies.

Organisations we may share your personal data with include:
a) Another member of our group of companies where they help provide or improve our services to you;
b) Third party service providers and subcontractors: We employ other companies and individuals to perform other functions on our behalf. Examples include processing credit card payment, customer services, and analysing data. They help us provide our services to you. This is provided under written contract where the personal data is only processed for the specific business purpose of providing the service to you. Service providers are prohibited from selling the personal data that we supply to them in the terms of the contract;
c) The lounges or merchants which you visit, as part of your programme benefits, so they can record and account for your visit;
d) A regulating body or other authority where we need to comply with a regulatory or legal obligation;
e) Fraud prevention or debt collection organisations when requeridos to protect our legitimate interests;
f) Partners or clients with which we offer or engage in joint marketing activities;
g) With your consent: Other than as set out above, you will receive notice when information about you might go to third parties, and you will have the opportunity to choose not to share the information.

Where service is a benefit of your payment card issuer (such as your bank), we may share your personal data with that card issuer and the payment card brand associated with that card.

Some of those organisations may be based in a country outside the European Economic Area or where different data privacy laws apply. We will only transfer your personal data to that country if they ensure an adequate level of protection of your rights and freedoms, or that organisation is contractually bound to meet European Economic Area data protection law using EU approved model contract clauses.

Personal data protection and storage
We handle your personal data in accordance with adequate and reasonable procedures and technologies in order to maintain and protect its security, availability, confidentiality and integrity, and prevent its unlawful or unauthorised processing, accidental loss or damage, from its collection until its destruction.

Where personal data is transmitted across the internet, it will be encrypted.
Where we have given you (or where you have chosen) a password which enables you to access certain parts of your personal data, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

Personal data disposal and retention
We will only keep your personal data for as long as it is needed for the purposes for which it was collected and we will remove from our systems all personal data which is no longer requeridos.

We will only retain your personal data for only as long as it is necessary and for a specified and limited purpose, where we are requeridos to do so and in line with our retention policies, in order to meet a regulatory or legal obligation.

Cookies and Do Not Track Disclosure (“DNT”)
Currently, various browsers (including internet explorer, Firefox and Safari) offer a DNT option that relies on a technology known as a DNT header, that sends a signal to a website visited by the browser user about the user’s DNT preference. You can usually access your browser’s DNT option in your browser preferences.

A “Do Not Track” (DNT) standard is not available today therefore our website does not respond to DNT signals from browsers.

Cookies
We use cookies as identifiers on our website in order to improve your user experience by enabling our website to ‘remember’ you, either for the duration of your visit (using a ‘session cookie’) or for repeat visits (using a ‘persistent cookie’). We may also use cookies to enable us to tailor our services or products based, for example, on your location and/or browsing habits or to provide the website service to enable you to purchase our products. With your consent we use third party identifier cookies to help tailor adverts to you by sharing with advertisers. 

You can block or opt-out of non-essential cookies either using our cookie management tool or using your browser.

Please click here to read our Cookie Notice which explains what we do and how you can alter your cookie settings.

Your rights
If you would like to access, review, update, rectify, and delete any personal data we hold about you, or exercise any other data subject right you can email us at recepcao2@islalounges.com.br. Our privacy team will examine your request and respond to you as quickly as possible.

Please note that we may still use any aggregated and de-identified personal data that does not identify any individual. We may also retain and use your information as necessary, for example, to comply with our legal obligations, resolve disputes, and enforce our agreements.

We respect all applicable local laws for data subject rights. For example, under the California Consumer Privacy Act, California residents have certain rights regarding the personal data that businesses have about them. This includes the rights to request access or deletion of your personal data, as well as the right to direct a business to stop selling your personal data. We also offer data subject rights as defined under the GDPR as an additional arrangement.

Your rights

Meaning

The right to object to the processing

To provide the contracted service.

The right to information

You have the right to object to the processing of your personal data in certain situations.

The right of access

Subject to certain exceptions you have the right to obtain a confirmation as to whether or not we process your personal data, and if we do, request access to your data.

The right to rectification

If the personal data that we process is incomplete or incorrect, you have the right to request their completion or correction at any time.

The right to deletion

Subject to certain exceptions, if you consider that we should stop processing some or all of your personal data, you have the right to request its deletion. However, there may well be reasons why an immediate deletion may not be possible (for example where retention is requeridos to meet legal or regulatory obligations).

The right to restrict the processing

You have the right to request that we restrict the processing of your personal data in certain situations:
a)If you contest the accuracy of your personal data, you may request that its processing is restricted while we verify its accuracy
b)If the processing of your personal data is considered unlawful, but you do not require the deletion of your personal data
c)If we no longer need the data for the purposes of its processing, but you need it for the establishment, exercise or defence of legal claims
d)If you object to our processing of your data based on our legitimate interests

The right to data portability

Where the processing takes place on the basis of your consent or contract, and is carried out by automated means, you have the right to request that we provide your personal data to you in a machine-readable format.

Your rights in relation to automated decision making and profiling

You have the right to object to decisions based exclusively on the automated processing of your personal data.

The right to withdraw your consent

If your personal data is processed on basis of your consent, you have the right to withdraw your consent at any time. The withdrawal of your consent does not affect the lawfulness of processing based on consent before its withdrawal.

     

If you wish to exercise your rights, you can get in touch with us by contacting the Data Protection Officers from the information on the “Contact Information” section of this privacy notice.

Once we receive your request, members of our Data Protection Team will endeavour to get back to as soon as possible to confirm receipt. Where we use service providers to hold your personal data, a process exists to process the data subject right request also.

Our website may contain links to other sites

We may have links to other sites promoting our partners and clients. These links may take you to other companies who have their own privacy notice and our privacy notice will not cover their use of data. They may collect additional information therefore we encourage you to look at these linked site privacy notice. 

Business Transfers

We may choose to buy or sell assets and may share or transfer customer information in connection with the evaluation of these transactions.  Also, if we, or our assets, are acquired, or if we go out of business, enter bankruptcy, or go through some other change of control, personal data could be one of the assets transferred to or acquired by a third party.

Security
We use appropriate technical, organisational and administrative security measures to protect any information we hold in our records from loss, misuse, and unauthorised access, disclosure, alteration and destruction. We have written procedures and policies which are regularly audited, and the audits are reviewed at senior level. 

Contact Information
To exercise any of your rights, or if you have any questions about our privacy notice, or if you wish to make a complaint about the use of your personal data, or want to report a security issue, please contact our Data Protection Officer via recepcao2@islalounges.com.br

For the purposes of data protection legislation, Isla Lounges (Aniello Soluções Corporativas Eireli), is a company registered in Brazil with company number 20.794.476/0001-59 and offices in Av. Chucri Zaidan, 296B – 23º Andar – Sao Paulo, SP.

If you are unsatisfied with our response, you can contact the Information Commissioner’s Office (ICO). Further information can be found at https://ico.org.uk/.

Information pertaining to children
We do not knowingly collect or solicit personal data from anyone under the age of 18. If you are under 18, please do not attempt to register for our services or send any personal data about yourself to us. If we learn that we have collected personal data from a child under age 18, we will delete that information as quickly as possible. If you believe that a child under 18 may have provided us personal data, please contact us a soon as possible. 

Automated decision making or profiling
We do not engage in profiling or any processing related to automated decision-making activity.

Changes to our policy
We keep our privacy notice under regular review, and we will make new versions available on our privacy notice page on our website. This privacy notice was last updated on 2 April 2020. 

Conditions of Use

  1. In these Conditions of Use, the following words and expressions shall have the meanings set out against them below:

    App
    means the mobile application for the Program.

    Customer
    means any person who participates in the Program.

    Lounge/s
    means airport lounges which are operated by third party organisations and are available to Customers under the Program.

    Means of Access
    means an eligible payment card, or QR code/barcode or any such other form of access as detailed by Isla Lounges in writing from time to time at its sole discretion.

    Merchant
    means a third party provider of services for which a Means of Access card can be used.

    Merchant of Record
    means the organisation responsible for processing Customers payments. Isla Lounges is the Merchant of Record for Lounge access through the Program.

    Program
    means the Isla Lounges program which enables access to Lounges by a valid Means of Access provided by Isla Lounges, or payment card provider.

  2. Conditions of Use: The Customer agrees that by using the Program, the Customer agrees to and accepts these Conditions of Use. These Conditions of Use will prevail over any other terms and conditions provided to the Customer in relation to purchase, or use of, the Program. Isla Lounges reserves the right at all times to make any changes to these Conditions of Use. Customers agree that Isla Lounges may provide notification by posting the Conditions of Use on the Isla Lounges website and App, and that Customer use of the Program constitutes agreement to the current Conditions of Use. Customers are advised to review these Conditions of Use prior to use of the Program. Conditions of Use are effective as of the 3rd April 2018 and will apply to use of the Program from that point forward.

  3. Terms: These Conditions of Use set out the terms relating to the Program. Each Lounge will have its own specific terms which will be outlined in the Lounge description on the Website or App. By using the Lounge the Customer is accepting the Lounge terms. Please read the Lounge terms carefully before Lounge access.

  4. Documentation: Use of Lounge is conditional upon presentation of an eligible Means of Access, together with any additional identification requeridos by the Lounge (such as passport, boarding pass, national identity card or driving license).

  5. Merchant of Record: Lounge and Merchant visits are subject to a per-person, per-visit, charge. Where applicable (dependent upon the benefit offered by a payment card provider), all such visits, including those by accompanying guests, shall be debited to the Customer’s payment card by (i) Isla Lounges or (ii) the payment card provider as per the rates and terms notified by (a) Isla Lounges or (b) the Customer’s payment card provider in respect of their participation in the Program. If Customer has multiple Program memberships, the Customer is responsible for presenting the correct Means of Access or payment card to the Lounge staff for Lounge admittance, and may only use one such Program membership per visit. Any payment queries should be addressed with Isla Lounges or the payment card provider and not the individual Lounges.

  6. Use of Lounge: When presenting the Means of Access on entering a Lounge, Customers are requeridos to inform Lounge staff that they wish to enter the Lounge using the Program by referencing “Isla Lounges”. Lounge staff will verify eligibility to enter the Lounge by checking the Means of Access visually and then electronically recording the Means of Access through a card/code reader, or otherwise entering the details into a secure system. Lounge staff will also enter the number of guests, if any, accompanying the Customer. If requested, the Customer must sign the card reader screen. The electronic record of the Customer’s Means of Access will be considered valid evidence of the Customer accessing the Lounge.

  7. Means of Access: Where a payment card is used as the Means of Access for the Program, no point of sale transaction takes place. A charge may be made later to the Customer’s Means of Access, if applicable and according to the terms of the benefit offered by a payment card provider.

  8. Means of Access on Device: Use of the Lounge access by presenting a Means of Access on a Customer’s smartphone, tablet or other device may require inspection by staff in the Lounge, including the need for the member of staff to handle the device. Isla Lounges accepts no liability for any damage caused to the device by a member of staff at a Lounge location.

  9. Use and expiry: Use of the Lounge access is not transferable, and Customers may only use the Lounge access up to and including the expiry date shown on the Isla Lounges website or App, or until expiry of the benefit offered by a payment card provider. Program and Lounge access may not be used by any person other than the eligible Customer.

  10. Children: Applicability of Lounge access for children varies according to each specific Lounge’s policies. Therefore the Customer is advised to check the Lounge description provided within the ‘Lounge Finder’ link in the Program email for specific child-related provisions prior to using the Lounge access. Inclusion of children with regard to eligibility for the Lounge is at the discretion of the Lounge involved.

  11. Behavioural Standards: Use of Lounge access is subject to Customers behaving and dressing in an appropriate manner and in accordance with the relevant Lounge terms. Any Customer or guest not complying with such terms may be asked to vacate the Lounge. Isla Lounges is not liable for any loss suffered by the Customer where a Lounge has refused admission or Lounge use because the Customer has not complied with the Lounge terms of this Program or the individual Lounge’s terms and conditions. Customers are advised to refer to the Program website for more details, however, in general, Lounges have a smart-casual dress code and Lounges reserves the right to refuse entry based on non-suitable attire. Lounges do not allow certain items of clothing such as (but not limited to); sportswear, vest tops for men, football/rugby team shirts, sports tracksuits, clothing with offensive slogans or motifs, baseball caps, tour shirts, fancy dress, hair rollers or having hair rollers on show.

  12. Travel Documentation: Admittance to Lounges is strictly subject to Customers being in possession of a valid flight ticket and travel documents for the same day of travel. Airline, airport and other travel industry employees traveling on reduced-rate tickets may not be eligible for access and Isla Lounges has the right to refuse Program membership to people who are employed by or contracted to an airline, airport or a Government in respect of airline or airport security. Outside the United States of America flight tickets must be accompanied by a valid boarding pass. Please note some Lounges in Europe are located within designated Schengen areas of the airport, which means that access is only provided to these Lounges if Customers are travelling between Schengen countries (an up to date list of Schengen countries is detailed at https://ec.europa.eu/home-affairs/what-we-do/policies/borders-and-visas/schengen_en)

  13. Consumption Charges: The provision of free alcoholic drinks (where local law permits) is at the discretion of each Lounge location and in some cases may be limited or unavailable. In such cases the Customer is responsible for paying any charges for additional consumption directly to Lounge staff. See individual Lounge descriptions for details.

  14. Telephone and Wi-Fi: Telephone and Wi-Fi facilities (where available) vary and are provided at the Lounge’s discretion. Free usage of telephone in Lounge facilities is generally limited to local calls only. Charges for any other services are at the discretion of each Lounge, and the Customer is responsible for paying these directly to the Lounge.

  15. Flight Announcements: Lounges have no obligation to announce flights and the Customer accepts that Isla Lounges shall not be held liable for any direct or indirect loss resulting out of any Customer failing to board their flight(s). Further, it is the Customer’s responsibility to check the relevant entry requirements for any country being visited and to have the correct travel documentation for the journey.

  16. Changes to the Program: Isla Lounges may amend the Lounge or Merchant visit charges or Program at any time on providing 30 days’ notice in advance of such change. Where the Customer receives the Program through a payment card provider any changes in Lounge or Merchant visit charges or Program shall be notified to the payment card provider, who is responsible for advising the Customer. In the event that a Customer does not accept a change in the Lounge or Merchant visit charges or Program, the Customer shall have the right to terminate their Program membership on providing 30 days’ notice in writing directly to Isla Lounges, or to the payment card provider who will be responsible for informing Isla Lounges and liable for any costs the Customer incurs as a result of its failure to inform Isla Lounges of such termination.

  17. Third Party Organisations: Lounges are owned and operated by third party organisations. The Customer must abide by the rules and policies of each participating location, and the Customer accepts that provision of a Means of Access for a Lounge does not guarantee access to that Lounge. The Customer accepts that Isla Lounges has no control over the Lounge’s decision of whether to admit any Customer, the number of people allowed in at any time, facilities offered, the opening/closing times, the length of time which Customers may spend in the location, any charges payable above and beyond those included in the Lounge access, or the personnel employed by the Lounge. Isla Lounges will use reasonable endeavours to ensure the Lounge access is available as advertised, but the Customer accepts that Isla Lounges does not warrant nor guarantee in any way that any or all of the Lounges will be available at the time of the Customer’s visit.

  18. Loss: The Customer accepts that Isla Lounges is not liable for any direct or indirect loss to the Customer, arising from the provision or non-provision (whether in whole or in part) of any of the advertised Lounges. The Customer accepts that Isla Lounges is not liable for any loss or personal injury suffered inside a Lounge by any person who has entered with a Isla Lounges.

  19. Personal Belongings: To the fullest extent allowed by law, Isla Lounges accepts no responsibility for the actions of the Customer when participating in the Program, and shall not be responsible for any personal belongings brought into a Lounge by Customers.

  20. Lost, Stolen Means of Access: Isla Lounges shall not be responsible for replacing any lost, stolen, damaged, or otherwise non-functional Means of Access, and shall not be liable for any inability of a Customer to access the Lounge during any period that any Means of Access is being replaced or updated. Any lost, stolen or damaged Means of Access must be notified to the relevant payment card provider who shall be responsible for providing a replacement.

  21. Invalid Means of Access: Any Lounge or Merchant location accessed by a Customer using an invalid Means of Access, including any guests, shall be charged to the Customer.

  22. Cancellation by Customer: In the event of the Customer cancelling either their access to the Program, or the relationship with the payment card provider or other organisation through which their Program access is granted, the Means of Access will be cancelled with effect from the effective date of that cancellation. Any Lounge or Merchant visits made by a Customer using an invalid Means of Access, including any guests, shall be charged to that Customer. Isla Lounges reserves the right to pursue legal action to recover any outstanding charges. Customers who have access to the Program via a payment card provider or other organisation should contact the payment card provider or other organisation for all cancellation matters.

  23. Cancellation and outstanding charged: In the event that Program membership has been revoked due to the Customer’s payment card being cancelled or an account being transitioned to a payment card that no longer participates in the Program, Isla Lounges reserves the right to pursue legal action to recover any outstanding charges.

  24. Cancellation by Isla Lounges: Isla Lounges reserves the right at any time in its sole discretion and without notice to revoke Program membership to or terminate the Program. Isla Lounges reserves the right to immediately cancel, without refund, any Program membership which is found to be in breach of these Conditions of Use.

  25. Renewal of the Program: Renewal terms and conditions are at the sole discretion of Isla Lounges.

  26. Disputes: Isla Lounges  is not responsible for any disputes or claims that may occur between the Customer, Lounges or payment card providers, nor for any losses, costs, damages, or expenses incurred or debited. Any claims or issues arising out of or in connection with the Program regarding Lounge access should be dealt with by Isla Lounges. Customers with complaints relating to any Lounge access should, within six months of the relevant Lounge access make a complaint via one of the channels listed. Contact Isla Lounges.

  27. Indemnity: The Customer agrees that s/he will defend and indemnify Isla Lounges and its directors, officers, employees, agents and affiliates (collectively ‘the indemnified parties’) against and hold each indemnified party harmless from all liabilities, damages, losses, claims, suits, judgments, costs and expenses (including reasonable legal fees) for injury to or death of any person or damage to or destruction of any property arising out of the use of the Program by the Customer or any other person accompanying the Customer, except that such indemnification shall not extend to acts of gross negligence or willful misconduct by the indemnified parties.

  28. Tax Liability: Isla Lounges makes no representations as to any income, use, excise or other tax liability of Customers as a result of their Lounge or Merchant access. Customers are advised to check with their accountant or tax adviser for further information. The Customer is solely responsible for any tax liability as a result of purchasing or using the Program, Lounge or Merchant access.

  29. Personal Data: By participating in the Program, the Customer consents to any personal data being used in accordance with the Program privacy notice available on the Program website or on written request to Isla Lounges at Av. Chucri Zaidan, 296b – 23º Andar – Sao Paulo, Sao Paulo.

  30. Sanctions: The Customer represents and warrants that (i) the Customer is not located in a country that is subject to a U.S. government embargo, or that has been designated by the U.S. government as a “terrorist supporting” country; and (ii) the Customer is not listed on any U.S. government “watch list” of prohibited or restricted parties, including the Specially Designated Nationals list published by the Office of Foreign Assets Control of the U.S. Treasury or the Denied Persons List published by the U.S. Department of Commerce.

  31. Ombudsman: Should a Customer not be satisfied with the service and dispute resolutions provided by Isla Lounges, the Retail Ombudsman may be contacted on the below details:

    CDRL Consumer Dispute Resolution Ltd
    12-14 Walker Avenue
    Stratford Office Village
    Wolverton Mill
    Milton Keynes
    MK12 5TW
    020 3540 8063
    https://www.cdrl.org.uk

  32. Monitoring: Isla Lounges is constantly trying to improve the services it provides to Customers therefore we may occasionally monitor telephone calls from Customers to maintain and enhance our services.

  33. Jurisdiction: To the extent permissible by local law or regulation, these Conditions of Use shall be governed by and construed in accordance with English law, and Isla Lounges and the Customers shall submit to the exclusive jurisdiction of English courts to resolve any disputes that arise out of them.

  34. Enforceability: Any provision of these Conditions of Use declared void or unenforceable by any competent authority or court shall, to the extent of such invalidity or unenforceability, be deemed severable and shall not affect the other provisions of these Conditions of Use.

  35. Conflict: If there is any conflict in meaning between the English language version of these Conditions of Use and any version or translation, the English language version shall prevail.

    Last updated 3rd April 2018


Discount Offer Specific Terms:

If your Program membership includes access to Discount Offers, the following specific terms will be applicable:

Discount Offer
means dining, spa, and retail offers typically characterised by a discount offered by a Merchant to the Customer where the Merchant is the Merchant of Record (Customer pays the Merchant directly); generally, Merchant-funded discounts (money-off or %-off).

Merchant
means a third party provider of services for which a Means of Access can be used for a Discount Offer.

  1. Merchant of Record: Merchant is the Merchant of Record for Discount Offers access through this Program. The Customer pays the Merchant directly following use of the Discount Offer.

  2. Access: Discount Offers can only be accessed through the Program website or App. The Discount Offer will be applied by the Merchant following the settlement of the transaction between the Customer and the Merchant.

  3. Discount Offer Terms: Each Discount Offer will have its own specific terms, which will be outlined in the Discount Offer description and accessible through the Program website or App prior to accessing. By generating a Discount Offer, the Customer is accepting the Discount Offer terms. Please read the Discount Offer terms carefully before accessing a Discount Offer.

  4. Means of Access: The Means of Access will be an eligible QR code, which will be generated after selecting the Discount Offer, and will allow the Customer to use the Discount Offer with the Merchant.

  5. Use of Discount Offer: In order to access the Discount Offers, the Means of Access must be presented to the Merchant, and the Customer is requeridos to inform Merchant staff that they wish to use the Discount Offer. The Means of Access will be verified visually by Merchant staff to validate the Customer’s eligibility to access the Discount Offer provided through the Program, and also the number of eligible guests accompanying the Customer.

  6. Additional Charges: Customer is responsible for any additional charges incurred, which are not specifically detailed as included in the Discount Offer.

  7. Use and expiry: Use of the Discount Offer is non-transferable and Customers may only use the Discount Offer until either the expiry date shown on the Program website and/or App, or until the expiry of the Discount Offer as stated in the Discount Offer terms. The Discount Offer may not be used by any person other than the Customer and their eligible guests.

  8. Merchant Charges: Isla Lounges is not responsible for any charges made by the Merchant in relation to any Discount Offer, whether authorised, unauthorised, or incorrect.

  9. Disputes: Any claims or issues arising out of or in connection regarding Discount Offers should be dealt with by the Merchant. Customers with complaints relating to any Discount Offer should, within 30 days of use of the Discount Offer, make a complaint to the Merchant following the complaints procedure outlined in the Discount Offer terms.