LifePass — Terms of Purchase & Cancellation Policy

These Terms of Purchase and the Cancellation Policy (together, the "Terms") govern every purchase, booking, subscription, and payment made on the LifePass platform, whether via the website at lifepass.is, any LifePass mobile application, or any other channel operated by LifePass (together, the "Platform").

The Platform is operated by SportA ehf., Icelandic company registration (kennitala) 490925-1470, registered office at Hverfisgata 88, 101 Reykjavík, Iceland ("LifePass", "we", "us", or "our"). You can contact us by email at support@lifepass.is or by phone at +354 659 7020.

By creating an account, completing a booking, or starting a subscription, you confirm that you have read, understood, and accept these Terms. If you do not accept them, you must not use the Platform.

These Terms form a legally binding contract between you and LifePass. They are governed by Icelandic law. Disputes are handled as described in Section 14.

LifePass is a booking and access platform that connects you to fitness, wellness, and recreation venues in Iceland (gyms, spas, yoga studios, and similar facilities — "Venues"). We act as an intermediary: we sell access, we take payment, and we manage your bookings and membership.

The actual service (your session at a gym, treatment at a spa, class at a studio) is delivered by the Venue, not by LifePass. LifePass is not the operator of any Venue, and the quality, safety, and conduct of the service at the Venue is the Venue's responsibility. However, your contractual relationship for payment and booking is with LifePass, and we are the point of contact for cancellations, refunds, and disputes arising from your use of the Platform.

2.1 Venues that use third-party reservation platforms

Some Venues manage their live booking inventory through a third-party reservation platform — currently Bokun (operated by Tripadvisor LLC), used by Venues including Forest Lagoon and Vök Baths. Additional Venues may be added to, or removed from, this list over time; the LifePass booking page for the Venue will make this clear at the time of booking.

When you book a session at one of these Venues through LifePass:

• We create a reservation on the Venue's behalf in Bokun's system in order to secure your slot and issue your entrance ticket. To do this, we transmit the personal data described in our Privacy Policy, Section 4.B (name, email, nationality, booking details) to Bokun.
• Your booking is subject to (a) these Terms — including LifePass's payment and cancellation rules for the credits you used and (b) the Venue's own house rules for conduct and admission on site.
• Cancellation is initiated from LifePass, not from Bokun or the Venue directly. When you cancel in the LifePass app or website, we cancel the Bokun reservation on your behalf and refund your LifePass credits in accordance with Section 6 below. Cancelling directly with the Venue or with Bokun is not processed by us and will not meet the cancellation window.
• Availability and reservation outcomes. Because the slot is held in a third-party system, in rare cases a booking may fail after you complete checkout (for example, if the Venue's inventory updates after you start the booking). If this happens we will notify you, fully refund the credits used, and offer to help rebook.
• If the third-party reservation platform is unavailable, we may not be able to create new bookings at the affected Venues until service is restored. Where an already-confirmed booking cannot be honoured because of a platform outage, Section 6.7 applies.

To book a session or start a subscription, you must create a LifePass account. You must:

• be at least 18 years old, or have the consent of a parent or legal guardian if you are a minor aged 16–17;
• provide accurate, current, and complete information, and keep it updated;
• keep your login credentials confidential and not share your account with others;
• notify us promptly if you suspect unauthorised use of your account.

You are responsible for all activity that takes place under your account. We may suspend or close accounts where information is false, where the account is misused, or where there are repeated cancellations, no-shows, chargebacks, or conduct issues at Venues (see Section 11).

3.1 Identity verification (kennitala)

To start a Subscription, and to receive employer-paid credits (Section 4.4), you must verify your Icelandic identification number (kennitala) through our identity-verification partner Kenni (auðkenni). We use this verification to confirm you are the person you say you are, to prevent fraud and duplicate or shared memberships, and — for company plans — to match you against the list of authorised employees your employer has provided. We process your kennitala in accordance with our Privacy Policy and Article 12 of the Icelandic Data Protection Act No. 90/2018. Single bookings paid in full (Section 4.1) and top-up packs (Section 4.3) do not by themselves require kennitala verification, but a top-up pack can only be bought on top of an already-verified Subscription.

3.2 Your account and access are personal to you

Your account, your Subscription, your credits, and any booking or entry QR code issued to you are personal to you and are not transferable. You may not sell, lend, gift, share, or resell your account, credits, bookings, or entry codes to anyone else, and you may not use the Platform on behalf of another person. Sharing a QR code or letting another person use your booking is a breach of these Terms and may result in forfeiture of the session without refund and suspension of your account (Section 11).

LifePass sells four categories of product. Your cancellation and refund rights depend on which category you purchased.

4.1 Single bookings (one-off sessions)

A paid reservation for a specific session, class, treatment, or entry at a named Venue, at a specific date and time. Payment is taken at the time of booking. The booking is confirmed by email.

4.2 Subscriptions (memberships)

A recurring plan that gives you access to a defined set of Venues or a number of sessions per billing period ("Subscription"). Subscriptions:

• renew automatically at the end of each billing period (typically monthly) until cancelled;
• charge your saved payment method on the renewal date;
• may include a minimum commitment period (where this applies, it is shown clearly at checkout);
• may include usage limits (e.g. maximum visits per Venue per month) which are shown on the plan page.

Monthly credits do not roll over.The credits included in your Subscription are granted for each billing period. Any credits you have not used by the end of a billing period expire and are replaced by the new period's fresh allocation — unused credits do not accumulate or carry forward to the next period. If you need more access within a period than your plan includes, you can buy a top-up pack (Section 4.3).

Renewal reminders: Where required by law, or as a courtesy, we send a reminder by email before a Subscription renews or before a promotional or minimum-commitment period ends and a standard price begins. It remains your responsibility to cancel before a renewal if you do not want to be charged.

Price changes: We may change Subscription prices. Any price change will be notified to you by email at least 30 days before it takes effect, and you can cancel before the new price applies. Continued use of the Subscription after the new price takes effect is acceptance of the new price.

4.3 Credit top-up packs

One-off, prepaid packs of LifePass credits that an existing Subscriber can purchase from within their account if they have exhausted their monthly Subscription credits and want more access in the same period. Top-up packs are not a substitute for a Subscription — you must already have an active Subscription to buy one.

Each pack is a single, fully-performed payment that adds a fixed number of credits to your account at the moment of purchase. The current packs and prices are shown at the top-up page in your account; at the date of this version they are:

• 5 credits for ISK 5,500;
• 10 credits for ISK 10,500;
• 20 credits for ISK 19,500.

Top-up credits:

• expire 30 days after the date of purchase, regardless of usage. Unused credits at the end of the 30-day window are forfeited and not refundable. The expiry date for each pack is shown in your account immediately on purchase and in the receipt email.
• are spent after any Subscription credits available for the same booking. Where you have several active top-up packs, the pack closest to expiry is spent first.
• do not grant access to luxury Venues on plans where luxury access is restricted, and do not raise the luxury-visit cap on plans where one applies. Top-up credits buy additional bookings within the access rules of your Subscription; they do not upgrade it.
• are non-transferable to another account and are not refundable for cash once added to your account, except as required by mandatory consumer law (see Section 6.4 below).

4.4 Employer-paid (company) credits

Where your employer has entered into a company agreement with LifePass, you may receive a monthly or one-time grant of credits at no charge to you, drawn against your employer's invoice. These credits are added to your LifePass account automatically once your kennitala has been verified through Kenni and matched against the list of authorised employees your employer has provided to LifePass.

Employer-paid credits:

• are paid for by your employer, not by you. You pay nothing for the credits themselves.
• have a lifecycle determined by your employer's plan, shown to you in your account when the credits are granted. Two patterns exist today: monthly grants (credits refresh on the first of each calendar month; unused credits at month-end are forfeited and replaced with the new month's grant) and one-time grants (a single grant valid for a fixed number of days from activation, after which any unused credits are forfeited and no further credits are granted).
• are spent before any other credits on your account (Subscription credits, then top-up credits, then any wallet credit issued as a refund) so that the credits closest to expiry are used first.
• are non-transferable and non-refundable. They have no cash value.
• may be revoked by LifePass at the instruction of your employer (for example, if your employment ends or your employer terminates the company agreement). Where credits are revoked, any unused balance is removed and your access reverts to whatever Subscription or top-up credits you have purchased yourself.

For the avoidance of doubt: employer-paid credits do not create an employment, contractual, or commercial relationship between you and LifePass beyond your normal LifePass account, and do not create a payment obligation from you to LifePass for the credits themselves.

4.5 How credits are spent

Where you hold more than one kind of credit at once, a booking draws from your balances in the order that uses the credits closest to expiry first, namely: (1) employer-paid credits, then (2) Subscription credits for the current period, then (3) top-up pack credits (earliest-expiring pack first), then (4) any wallet credit issued to you as a refund. One credit equals one standard booking unless the Venue or activity is shown as costing more than one credit at the time of booking. Credits have no cash value, cannot be exchanged for money, and are only redeemable for bookings on the Platform.

All prices on the Platform are shown in Icelandic króna (ISK) and include VAT where applicable. The final price, including any applicable fees, is shown before you confirm payment.

We accept the payment methods displayed at checkout (Visa, Mastercard, and any other methods shown). Card payments are processed by Landsbankinn hf. and our payment technology partner Kling, in accordance with their terms and with strong customer authentication (3-D Secure) where required by law.

When a payment is successful, we issue an electronic receipt by email and make it available in your LifePass account. The receipt shows: the service purchased, the Venue (for single bookings), the amount and currency, the date, and a reference number.

Failed payments on Subscriptions: If a Subscription renewal payment fails, we will retry the payment up to 3 times over 7 days and notify you by email. If payment cannot be collected, your Subscription will be suspended and you will lose access to booking until payment is resolved.

6.1 Overview

Your cancellation rights depend on what you bought:

• Single bookings are subject to a per-Venue cancellation window (Section 6.2).
• Subscriptions can be cancelled at any time to prevent further renewals (Section 6.3).
• Both are subject to the 14-day right of withdrawal for distance contracts in specific circumstances (Section 6.4).
• No-shows, late cancellations, and unused sessions are not refundable (Section 6.5).

6.2 Cancelling a single booking

Cancellation windows vary by Venue type because operational costs and availability differ. The applicable window is shown on the booking page before you pay, and repeated in your confirmation email.

Default cancellation windows:

• Gym and open-access sessions: up to 12 hours before the booked start time.
• Group classes (yoga, pilates, HIIT, etc.): up to 24 hours before the booked start time.
• Spa, sauna, and wellness treatments: up to 48 hours before the booked start time.
• Individual coaching or personal-training sessions: up to 48 hours before the booked start time.

If you cancel within the window: you receive a full refund to your original payment method within 5–10 business days, or — at your choice — the equivalent value as LifePass credit applied to your account immediately.

If you cancel outside the window (i.e. later than the cutoff): the booking is forfeited. No refund and no credit will be issued. This includes, without limitation, late cancellation for any reason, failure to arrive, arriving after the session has ended, and inability to access the Venue for reasons within your control.

Venues using a third-party reservation platform (e.g. Bokun — see Section 2.1): the same LifePass cancellation windows apply. When you cancel in LifePass within the window, we cancel the corresponding reservation in the third-party platform on your behalf. Cancellations made directly with the Venue or with Bokun are not processed by LifePass and will not meet the cancellation window — you must cancel in the LifePass app or website.

How to cancel:Cancellations must be made through the LifePass app or website — log in, go to "My Bookings", and select "Cancel". Cancellations by email, phone, SMS, or direct contact with the Venue are not processed and do not meet the cancellation window. The timestamp of the cancellation in our system is final.

6.3 Cancelling a Subscription

You can cancel your Subscription at any time from your account settings. Cancellation is effective at the end of your current billing period — you keep access until then, and you are not charged again.

No partial refunds for the current billing period. If you cancel mid-period, you do not receive a refund for the unused portion of that period. This applies whether or not you have used the Subscription during the period.

Minimum commitment periods: Some Subscription plans include a minimum commitment (for example, a 6-month or 12-month plan at a discounted rate). If your plan includes one, this is shown at checkout and in your confirmation email. Cancelling before the end of a minimum commitment means you remain liable for the remaining billing periods, unless the law provides otherwise or we agree in writing to waive this.

Pausing: Where offered, you can pause a Subscription for up to 3 months per year through your account settings. While paused, no payments are taken and no access is granted. Pausing does not extend a minimum commitment period unless we explicitly state otherwise.

6.4 14-day right of withdrawal (distance selling)

Under Icelandic law implementing the EU Consumer Rights Directive, consumers have a general right to withdraw from distance contracts within 14 days without giving a reason. This right applies to Subscriptions in the first 14 days after purchase, but with two important exceptions that apply to LifePass:

Exception A — Services performed on a specific date

For a single booking tied to a specific date and time (for example, a 10:00 spa treatment on 15 May), the 14-day withdrawal right does not apply once the booked date has passed. The booking remains subject to the cancellation window in Section 6.2.

Exception B — Services fully performed with your express consent

If you request that a service begin immediately and you acknowledge that you will lose the right of withdrawal once the service has been fully performed, you cannot withdraw in respect of a session that has already taken place. You give this consent by booking and attending a session within the 14-day period.

How to exercise the right of withdrawal (Subscriptions only)

If you start a Subscription and want to withdraw within the first 14 days, email us at support@lifepass.is with the subject line "Right of withdrawal", stating your name, the email address on your account, your Subscription start date, and that you wish to withdraw. You may use the model withdrawal wording set out in the Icelandic Consumer Rights Act, but you are not required to.

Where no sessions have been used, we refund the full Subscription fee within 14 days of receiving your notice. Where sessions have been used during the withdrawal period, we deduct a proportionate amount for those sessions at the applicable single-session price before refunding the balance. This reflects Icelandic law: you are not entitled to free use of services during a withdrawal period.

6.5 No-shows and missed sessions

A no-show — failure to attend a booked session without cancelling within the applicable window — is non-refundable.

This rule applies regardless of the reason for the no-show, including:

• Illness or injury (see Section 6.6 for the limited medical exception).
• Travel delays, traffic, weather, or transportation issues.
• Work, family, or personal commitments arising after booking.
• Forgetting the booking, misreading the time, or going to the wrong Venue.
• Arriving too late to be admitted under the Venue's policy.

We apply this rule consistently. Our business model depends on it: Venues reserve capacity for your booking, and late cancellations or no-shows cannot be resold.

Bookings made with credits. Where a booking was paid for with credits (Subscription, top-up, or employer-paid) rather than a single cash payment, the same rule applies: if you cancel within the applicable window the credit is returned to your balance (keeping its original expiry date), and if you cancel late or no-show the credit is consumed and is not returned. A credit returned to your balance is still subject to its original expiry — cancelling a booking does not extend the life of a credit that was about to expire.

6.6 Exceptional circumstances

We will consider refunds or credit outside the rules above only in narrow circumstances, decided at our sole discretion:

• Serious medical emergency or hospitalisation, where you provide documentation (e.g. medical certificate, hospital admission record) within 7 days of the missed session. Minor illness does not qualify.
• Bereavement of an immediate family member.
• An event that makes travel to the Venue impossible and that is outside your control (natural disaster, government restrictions, etc.), where this is documented.

Where we grant an exception, we may provide LifePass credit rather than a cash refund. Repeated requests for exceptions may be declined.

6.7 When LifePass or the Venue cancels

If a booking is cancelled by the Venue or by LifePass — for example, because of Venue closure, instructor illness, double-booking, operational failure, or an outage of a third-party reservation platform used by the Venue (see Section 2.1) — you will receive a full refund to your original payment method, or, if you prefer, LifePass credit equal to the amount paid. We will notify you as soon as we become aware of the cancellation.

If a Venue refuses you entry through no fault of your own (e.g. the Venue is closed despite showing as open on the Platform, or the Venue has no record of your reservation), contact us within 48 hours with evidence (a photograph of the closed door, a message to the Venue, or similar), and we will refund in full.

We are not liable for consequential losses such as travel costs, lost wages, or other incidental expenses arising from a cancelled booking. Our refund obligation is limited to the amount you paid for the affected session or Subscription period.

6.8 How refunds are processed

Refunds are made to the original payment method. We cannot refund to a different card or account.

Refunds typically appear within 5–10 business days of being processed, depending on your card issuer. Landsbankinn and your issuer control the final crediting time.

Refund credit ("wallet credit"): where, in respect of a refund or as a goodwill gesture, we offer to apply the refund amount as LifePass credit to your account instead of returning the money to your card, that credit is applied immediately, expires 12 months after issuance, is non-transferable, and is not refundable for cash. This 12-month expiry applies only to credit we issue you as a refund or goodwill grant — top-up credits (Section 4.3) and employer-paid credits (Section 4.4) have their own, shorter expiry rules described in those sections.

Currency conversion fees and differences (for non-ISK cards) are not refunded by us.

6.9 Top-up packs (Section 4.3)

Top-up packs are a digital service that we perform in full at the moment of purchase: the credits are added to your account immediately and become available for booking right away. As a result, and consistent with the consumer-rights regime for digital content supplied with your prior express consent (Section 6.4, Exception B), the 14-day right of withdrawal does not apply to a top-up pack from the moment any credit from that pack is used.

If you have not used any credit from a top-up pack and you exercise your right of withdrawal within 14 days of purchase, we will refund the pack in full to your original payment method. Where credits from the pack have been partially used at the time you exercise the right, we will refund the unused balance only, valued at the per-credit price of the pack (pack price ÷ pack credit count, rounded to the nearest ISK).

Outside the 14-day withdrawal window, top-up packs are non-refundable and are forfeited 30 days after the date of purchase, regardless of usage. Bookings paid for with top-up credits remain subject to the per-Venue cancellation rules in Section 6.2.

6.10 Employer-paid credits (Section 4.4)

Employer-paid credits are granted to you at no charge. They are not refundable to you because you did not pay for them. They are governed by the lifecycle rules of your employer's plan (monthly reset or fixed-period one-time grant). Where your employer terminates the company agreement, where your employment ends, or where LifePass receives instructions from your employer to revoke the credits, your unused employer-paid balance is removed without notice and without payment. Your access to the Platform reverts to whatever Subscription or top-up credits you have purchased yourself.

Bookings already paid for with employer-paid credits remain valid; the per-Venue cancellation windows in Section 6.2 continue to apply. Where you cancel a booking within the window that was paid for with employer-paid credits and the credits have since expired or been revoked, the refund returns to your account as wallet credit (Section 6.8) rather than restoring the expired employer-paid balance.

When you use a LifePass booking to enter a Venue, you agree to:

• follow the Venue's house rules, safety rules, and staff instructions;
• arrive on time (late arrival may forfeit your session at the Venue's discretion);
• behave respectfully towards staff and other guests;
• present identification if requested by Venue staff.

Serious or repeated misconduct, being under the influence of alcohol or drugs, or behaviour that endangers others may result in immediate removal from the Venue, forfeiture of the session without refund, and suspension or termination of your LifePass account.

You are responsible for assessing whether a service is suitable for your health and fitness level. You must:

• not use any service against medical advice or if you have a condition that makes it unsafe;
• inform the Venue and, where relevant, the instructor of any condition, injury, allergy, or pregnancy that may affect safe participation;
• stop immediately and seek help if you feel unwell during a session.

LifePass and the Venues do not provide medical advice. If you are unsure whether an activity is safe for you, consult a qualified healthcare professional before booking.

Nothing in these Terms limits our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot be excluded or limited under Icelandic law.

Subject to that, our total liability to you in connection with any booking or Subscription is limited to the total amount you have paid to LifePass in the 12 months immediately before the event giving rise to the claim.

We are not liable for indirect, consequential, or special losses, including loss of earnings, loss of opportunity, or non-material damage, unless the law requires otherwise.

LifePass is not responsible for:

• the conduct of Venues or their staff (though we will investigate complaints and act where warranted);
• items you bring to Venues (loss, damage, or theft);
• injuries sustained during use of a Venue, except where caused by our negligence;
• service interruptions caused by force majeure (Section 12), including outages of third-party reservation platforms used by Venues (see Section 2.1).

We process personal data in accordance with Act No. 90/2018 on Data Protection and the Processing of Personal Data, and the GDPR. Our full Privacy Policy is available at lifepass.is/privacy and explains what we collect, why, how long we keep it, who we share it with (including third-party reservation platforms such as Bokun used by certain Venues), and your rights.

Card details are handled by Landsbankinn and Kling under PCI DSS standards. LifePass does not store full card numbers, CVV codes, or PINs.

We may suspend or close your account, with notice where practicable, if:

• you breach these Terms;
• you provide false information;
• your payments are repeatedly declined or reversed;
• you initiate chargebacks that are not preceded by a good-faith attempt to resolve the issue with us (see Section 13);
• you abuse the cancellation or exceptional-circumstances rules;
• your conduct at a Venue warrants it (Section 7);
• continuing to provide service to you would put LifePass in breach of law, regulation, or its obligations to Landsbankinn, Kling, Visa, or Mastercard.

You may close your account at any time through account settings. Closure does not refund past payments and does not cancel Subscription commitments already made.

If something has gone wrong, please contact us first. Email support@lifepass.is with "Complaint" in the subject line, and we will respond within 2 business days and aim to resolve the matter within 14 days.

Please do not initiate a card chargeback before contacting us. Chargebacks are expensive and damaging for small businesses and are often caused by confusion that we can resolve directly. If you initiate a chargeback without first giving us a chance to help, we may suspend your account and, where we are able to prove the original charge was valid, contest the chargeback.

If we cannot resolve your complaint, you may refer the matter to the Complaints Committee on Transactions with Financial Companies (úrskurðarnefnd um viðskipti við fjármálafyrirtæki) at Guðrúnartún 1, 105 Reykjavík, nefndir.is/fjarmala/, or, for consumer disputes, to the Consumer Agency (Neytendastofa) at neytendastofa.is.

EU consumers may also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

We may update these Terms from time to time. We will notify you of material changes by email and by posting the new version on the Platform at least 14 days before they take effect. Changes do not apply retroactively to bookings already confirmed or to the current billing period of an existing Subscription.

The Terms version and effective date are shown at the top of this document. Prior versions are available on request.

• Entire agreement: these Terms, together with the Privacy Policy and any plan-specific terms shown at checkout, form the entire agreement between you and LifePass.
• Assignment: you may not assign your rights under these Terms. We may assign our rights with notice to you.
• Severability: if any provision of these Terms is found unenforceable, the remainder continues in force.
• No waiver: our failure to enforce a right is not a waiver of that right.
• Language: these Terms are available in Icelandic and English. The Icelandic version prevails in case of discrepancy, except where you are a non-Icelandic consumer contracting from outside Iceland, in which case the English version prevails.

When using the Platform you agree not to:

• resell, sublicense, or commercially exploit your access, credits, bookings, or entry codes, or use the Platform to provide a service to third parties;
• let any other person use your account, credits, or QR entry codes (see Section 3.2);
• access the Platform using automated means (bots, scrapers, crawlers) except for search-engine indexing we permit, or attempt to harvest data about Venues, prices, or other users;
• circumvent, disable, or interfere with the credit system, booking limits, cancellation windows, security features, or rate limits, or attempt to obtain access or credits you have not paid for or been granted;
• upload or transmit malicious code, attempt to gain unauthorised access to our systems or other accounts, or probe or test the vulnerability of the Platform without our written permission;
• use the Platform for any unlawful purpose, or in a way that infringes the rights of LifePass, a Venue, or any third party.

Breach of this Section may result in immediate suspension or termination of your account (Section 11), forfeiture of affected bookings or credits without refund, and, where appropriate, referral to law enforcement.

The Platform, including the LifePass website and mobile application, and all software, design, text, graphics, logos, and other content we provide (other than content owned by Venues or other third parties), is owned by SportA ehf. or its licensors and is protected by copyright, trademark, and other intellectual-property laws. "LifePass" and our logos are our trademarks and may not be used without our prior written consent.

Subject to your compliance with these Terms, we grant you a limited, personal, non-exclusive, non-transferable, revocable licence to access and use the Platform for your own personal, non-commercial use of the LifePass service. This licence does not transfer any ownership to you and ends when your account is closed or these Terms are terminated.

If you submit reviews, feedback, or suggestions, you grant us a non-exclusive, royalty-free, worldwide licence to use them to operate and improve the Platform. You are responsible for ensuring anything you submit does not infringe the rights of others.

LifePass (SportA ehf.)

Hverfisgata 88, 101 Reykjavík, Iceland

Company registration (kennitala): 490925-1470

Email: support@lifepass.is

Phone: +354 659 7020

Website: lifepass.is