Terms and conditions for acces and use of Before Boarding Services

I. OBJECTIVE

This document aims to describe the policies and conditions of access and use governing the services offered by BRAZATORTAS INVESTMENT, S.R.L.

II. SCOPE

The policies and conditions are mandatory for all commercial relationships conducted at airports where the company operates in the Dominican Republic, for all passengers, and anyone who, for any reason, accesses the lounges and services.

III. COMPANY INFORMATION

BRAZATORTAS INVESTMENT SRL is a Dominican company with Spanish investment, duly constituted under the laws of the Dominican Republic, offering physical spaces and services for passengers transiting through airports. Our commitment is to ensure a relaxing airport experience, comfort, and enjoyment in an environment distinct from the public waiting areas typically offered at these airports.

BRAZATORTAS INVESTMENT SRL represents the Before Boarding brand in the country. The company operates a website at https://beforeboarding.com/en/, a web application, and has commercial representations at each airport where it provides services.

Before Boarding has a presence in the following airports nationwide: Santo Domingo: Las Américas International Airport, José Francisco Peña Gómez (AILA); Santiago: Cibao International Airport (AIC); Puerto Plata: General Gregorio Luperón International Airport (AIGL); and Samaná: El Catey International Airport, President Juan Bosch (MDCY).

IV. SERVICES

Our company offers a wide range of services, depending on the lounge and airport location. Details are as follows:

• Pets: An additional fee applies for access with pets for Premium service reservations at Las Américas International Airport, José Francisco Peña Gómez. Pets weighing less than eight (8) kilograms and emotional support animals are permitted. Documentation is required for emotional support animals. Conventional pets must remain in their carrier at all times within the lounge. If not, the passenger and pet must move to the designated terrace. The service cost does not include the tax required by the General Directorate of Livestock, and payment is per pet and route.
• VIP Lounge: Access to waiting lounges before boarding flights departing the Dominican Republic, including selected food and beverages (alcoholic and non-alcoholic), free wireless internet, departure flight information screens, and bathrooms with showers in selected lounges. This service is subject to seat availability upon the passenger’s arrival at the lounge.
• Premium Service: Access to waiting lounges before boarding flights departing or after arriving in the Dominican Republic, escorted by our staff. These lounges include snacks, selected alcoholic and non-alcoholic beverages, free wireless internet, departure flight information screens, and access through security and immigration points. This service requires a reservation at least twenty-four (24) hours in advance and is subject to reservation and seat availability. Passengers must arrive at the lounge at least two (2) hours before their flight departure time.
• Special Services: Access to the Diamond lounge before boarding flights departing or after arriving in the Dominican Republic, escorted by our staff. This lounge includes snacks, alcoholic and non-alcoholic beverages, waiter service, free wireless internet, limited parking, and access through security and immigration points. Capacity is up to 5 passengers. This service is available only in Santo Domingo and requires an advance reservation requested via email at diamond@beforeboarding.com. Service is subject to reservation and seat availability and incurs an additional cost.
• Transportation for Premium Service: For departure services, collective vehicle transportation is offered at no additional cost from the departure terminal to the Premium Lounge. For arrival services, transportation is offered by vehicle or golf cart from Terminal T to Terminal M of arrivals. This service is only available at Las Américas International Airport (AILA) and not at other airports or lounges in the country. Service is subject to arrival order.

For departure services, lounge usage is limited to a maximum of three (3) hours per visit, and passengers may not enter the lounge before obtaining their boarding pass. Once this time expires, passengers will be informed, and they will be given the option to extend their stay by paying the corresponding fee or deducting an additional access if applicable. For arrival services, lounge usage is limited to a maximum of 30 minutes after completing the baggage claim process or after finishing the necessary procedures.

The airports and lounges offered are described on our website https://beforeboarding.com/en/regular-rates/ and are also available at the time of booking. It is clarified that the list of lounges is not exhaustive and may be modified according to the opening, extension, or modification of available lounges.

Additional services offered by the company are subject to availability and reservation via email: info.sdq@beforeboarding.com. These services include:

• Airport to Home Transportation and Vice Versa: Available at AILA, AIGL, and AIC. Rates and availability are subject to subcontracted services. Rates may vary depending on the number of people, amount of luggage, type of vehicle, service schedule, and distance traveled.
• Pets: Permitted for those weighing less than eight (8) kilograms and emotional support animals. Documentation is required for emotional support animals. Pets must remain in their carrier at all times. Otherwise, the passenger and pet must remain on the terrace. This outdoor area is only available at AILA. The service cost does not include the tax required by the General Directorate of Livestock. To use the service, a request must be made at least seventy-two (72) hours in advance for company validation.
• Premium Parking: Applicable at AILA, with fees calculated by day or fraction of a day starting from four (4) hours of use. Clients can pay via the APP or at reception upon departure. We recommend not leaving valuables inside the vehicle. For control purposes, clients must hand over their vehicle keys and sign a form at reception. This service is subject to availability. If the necessary procedure is not followed, the vehicle will be towed by airport authorities.
• Last Minute Reservations: Reservations for arrivals or departures that do not meet the minimum 24-hour advance notice requirement are subject to a penalty. This also applies to reservation changes made within 24 hours.
• Access with Exhausted Passes: If the cardholder or account holder has exhausted access passes, a special rate will be offered to use the service.
• Service Holder’s Companion: If the financial institution or insurer does not cover access for companions of the benefit holder, and as long as the holder is traveling on the same date and flight, a special rate will be offered to these companions.
• Extra Luggage: Each passenger is allowed up to two (2) pieces of luggage per person. Exceeding this number will incur an additional cost per item.
• Airline Check-In for Passengers: A request-based service that includes completing check-in and luggage drop-off at the airline’s counter on behalf of the passenger. Applicable airlines must be consulted. The service incurs an additional cost per reservation. It is only available at AILA for selected airlines. To use the service, a request must be made at least seventy-two (72) hours in advance for confirmation.
• Minor Assistance Service: Applicable for minors under 18 years traveling alone. This service requires an additional fee and a declaration and acknowledgment by a parent or guardian. The minor must be accompanied by one of these individuals until boarding time or reception in the lounge. This service only applies if airline accompaniment is not contracted. Available only at AILA.

V. TERMS & DEFINITIONS

• Voucher: A package of access passes purchased in bulk in advance, directed at companies or individuals. Rates are subject to the volume purchased, with a minimum purchase required depending on the airport and lounge of interest. Valid for one (1) year from the purchase date.
• No Show: A term used in the industry to denote the absence of a passenger or non-fulfillment of a reservation and services. If a client shows up but refuses to proceed with the service, this is also considered a No Show.

VI. COMPLIMENTARY ACCESS

Complimentary access is a benefit obtained through credit card or health insurance products (local or international) from financial institutions and insurance companies operating legally in the Dominican Republic. These institutions grant their clients/holders/users limited access to airport lounges as part of their loyalty, marketing, and retention programs.

Each company defines which product grants access or benefits, the number of accesses, who is eligible (holders, additional cardholders, companions, minors), the type of service, among other details. This can change without prior notice from the institutions. For more information, please visit our website or consult directly with your financial institution or insurer. Access to lounges can also be obtained through online reservation procedures, via the web application, or mobile application.

The access benefit is exclusive to the product holder, meaning it is strictly personal. Therefore, it is non-transferable to third parties and cannot be combined with other products that also grant access. To qualify for and use this benefit, the corresponding product that grants access must be valid and meet the criteria required by your bank or insurance company. Additionally, you must have the necessary access availability for each trip and your companions, if applicable. Financial products and insurance that grant access are not owned by Brazatortas Investment, S.R.L., so the responsibility for decisions regarding the granting or cancellation of access, as well as its scope (e.g., which airports are covered), lies with the financial institution or insurer of that product. Our responsibility is limited exclusively to the contracts signed with financial companies or insurers that offer such benefits within the cited products.

If the passenger has exhausted the accesses granted by the financial or health insurance company and wishes to use our services, they must pay for access. A special rate will be granted to the product holder and reserved companions traveling on the same flight.

VII. RATES

The services offered by the company are priced in U.S. dollars and are subject to fluctuations based on the behavior of the currency in the international market. We offer different types of rates that vary depending on factors such as airports, services, age, and availability. For more information, please check our website: https://beforeboarding.com/en/regular-rates/.

The regular rate is the price offered to the general public, while the volume rate applies to prepaid service packages at specific airports. If you are interested in purchasing packages, please consult our sales department via email at asistente.comercial@beforeboarding.com.

VIII. PAYMENT METHODS

Payments are accepted in cash (U.S. dollars or Dominican pesos), via PayPal, payment link, and with debit or credit cards from VISA, Mastercard, and AMEX.

If the transaction is made in a foreign currency, the amount will be converted to Dominican pesos at the exchange rate in effect at the time of the transaction. Please note that the amount shown on your debit or credit card receipt may vary by up to three percent due to international currency exchange rate fluctuations.

IX. COMPANY OBLIGATIONS

The company and its services are not exempt from complying with the demands of various public and airport authorities, such as the Specialized Body for Airport Security and Civil Aviation (CESAC), the General Directorate of Migration (DGM), the General Directorate of Customs (DGA), and the National Drug Control Directorate (DNCD), among others. The company is responsible for escorting the passenger and guiding them through various airport procedures during flight boarding. However, it is the passenger’s responsibility to comply with the requirements of these authorities. Therefore, any missed flights due to delays in completing these procedures will be the passenger’s responsibility.

The company may refuse service to passengers who make same-day requests or who fail to meet the minimum time requirements in the lounge due to lack of planning or time to complete airport procedures.

The company reserves the right to restrict the consumption of alcoholic beverages for passengers who appear intoxicated and may pose a risk to others.

X. PASSENGER OBLIGATIONS

To access our services, passengers are required to:

• Acknowledge and accept the access and usage policies and conditions to which the company’s services are subject, simply by entering the lounge.
• Provide accurate contact information, particularly email and phone number, for updates regarding their reservation and included services.
• Verify with their airline the required travel documents for their destination country and complete their check-in with their air transport provider. It is the passengers’ responsibility to be aware of their boarding time and to complete any necessary procedures with immigration, customs, animal permits, etc.
• Be present and physically show the access card or pass from their access provider when entering the service. They must also present their printed boarding pass, passport, and ID if required.
• Comply with contagious disease protection and safety measures, such as wearing masks inside our facilities, maintaining social distancing, and using hand sanitizer, among other restrictive measures established in the airport or nationally.
• Be solely responsible for their belongings within the lounge and for identifying them due to the high traffic of people in the area, as well as complying with airport regulations regarding personal luggage.
• Maintain appropriate conduct according to public and social decency and not engage in behavior that offends others or disturbs the peace of other users, employees, or anyone else in the area. The following are not permitted: walking in the lounges in swimwear, sleepwear, without a shirt, or barefoot; wearing hats, caps, shorts, open sandals, clothing with offensive slogans or motifs, costumes, balaclavas, tank tops, carrying firearms, or any other attire deemed inappropriate or offensive by the company. Additionally, lying on sofas or the floor, placing feet or luggage on sofas or tables, and using electronic devices at high volumes are prohibited.
• Keep pets or companion animals in their carrier or in the designated terrace area, with the exterior area available only at AILA.
• Smoke or vape only in designated areas.
• Not remove or misuse any items available in the lounges, improperly handle emergency equipment, or destroy or damage facilities.
• Not obstruct access to normal or emergency exits or impede the movement of people within the lounge by improperly placing hand luggage or other objects, or improperly interfering with evacuation procedures when necessary.
• Not physically or verbally assault any other users or lounge staff, or cause disturbances or any type of disruption to other users, which includes behaviors such as making obscene acts, adopting attitudes, or expressing comments that may cause panic.
• Not bring or carry with them any items classified as dangerous goods or prohibited substances, in violation of applicable safety regulations.
• Not enter or remain in the lounge in an advanced or obvious state of alcohol intoxication or under the influence of psychoactive substances, illegal drugs, or bring such substances into the lounge.
• Use the goods and services offered and consume the food and alcoholic/non-alcoholic beverages offered in the lounges in a responsible, reasonable manner, and exclusively within the lounge. Removing products, food, or beverages is subject to inspection by security personnel and the airport.
• Not record or take photographs of other passengers or staff without prior consent.
• Not monopolize the facilities or services for more than three (3) hours for departure services. For arrival services, the limit is 30 minutes after the service has concluded.
• Ensure minors are always accompanied by an adult. Children under two (2) years of age can use the lounge free of charge. Children aged 3 to 12 years can use the lounge according to the prevailing rates. Minors under 18 years old are prohibited from consuming alcohol.
• Receiving, accompanying, or seeing off passengers inside our facilities is not allowed. Access to the lounges is exclusively for passengers with pre-contracted access, except for assistance services for minors, who must be accompanied by an adult or legal guardian during their stay in the lounge. This only applies to AILA.

XI. RIGHT OF ADMISSION

Our company reserves the right to deny admission or refuse entry to passengers in our lounges for violating any of the following rules, or to require their removal if necessary:

• Lack of available seating according to prior reservations.
• Failure to complete the reservation procedure, and if applicable, payment for extra services.
• Non-compliance with the passenger obligations contained in this document.

It is explicitly stated that food and beverages purchased outside the lounges are not allowed inside.

For entry with pets or assistance animals, the following conditions must be met: a) The reservation must have been previously validated by the company; b) The animal must be in its carrier; c) The animal must weigh no more than eight (8) kilograms; d) A certificate for pets or assistance animals must be presented, if applicable.

XII. RESERVATION PROCEDURE

For the convenience of our passengers and to ensure our quality standards, reservations for all our services are made through our website https://beforeboarding.com/en/ and our Before Boarding app, available for download on iOS and Android.

All reservations for our services are subject to availability, and the confirmation generated at the time of booking does not guarantee access availability or that your product is eligible for access with added companions, particularly when reserved with a banking product or health insurance. Your pre-reservation will be subject to a data validation process by our customer service department. If there is a validation error or if additional costs apply, our team will contact you via phone or email, so it is recommended that you provide accurate contact information. The passenger will not be exempt from responsibility by claiming they did not see a response email from the company.

You will receive the reservation confirmation via email, which must be presented when accessing our services.

XIII. MECHANISMS TO VALIDATE ACCESS QUANTITY

To create reservations, passengers must create and access their profile on our website and Before Boarding app, where they can validate information related to their accesses, such as usage (debited) and availability.

Ignorance of access availability does not exempt the passenger or their companion—where applicable—from payment if they wish to use any of our services.

XIV. PROCEDURE FOR MODIFICATION, CANCELLATION, TRANSFER, AND REFUND

• MODIFICATION

The passenger has the right to modify the contracted service by providing prior notification at least four (4) hours before the start time of their contracted flight, through any of the following channels: email at info.sdq@beforeboarding.com, online chat on the Before Boarding website, or WhatsApp chat at +1-829-748-9300.

Modifications will be valid for one (1) year from the date of the original reservation.

• CANCELLATION AND TRANSFERS

The passenger has the right to cancel the contracted service by providing prior notification at least four (4) hours before the start time of their contracted flight through any of the following channels: email at info.sdq@beforeboarding.com, online chat on the Before Boarding website, or WhatsApp chat at +1-829-748-9300. You may opt to use your service on another date or transfer your reservation to another person (unless the reservation was made through an affiliated product). The service will be valid for up to one (1) year from the original reservation date. Once the indicated time period has expired, the service/amount will no longer be available for use. You may then request a refund according to the following:

*Administrative fees will be deducted from the refundable amount.

Service transfers do not apply to access obtained through financial products or health insurance, as the benefits of such products are exclusively for the account holder.

If the service is purchased directly from our company via bank transfer, credit card, or cash, it can be transferred under the conditions outlined in this document.

• REFUND

If the reservation cannot be fulfilled by our company due to reasons attributable to us or due to force majeure, a full refund or a pass return will apply, as appropriate. Passengers who have paid for their reservations through our website (online payments) will have the option to maintain a credit for the same value, valid for one (1) year from the original reservation date. This credit can be transferred to another person under the conditions specified in the Transfer section.

If the reservation cannot be fulfilled by the passenger due to reasons attributable to them and under the conditions outlined in this document, the refund will be applied as indicated in the Cancellation section.

XVIII. PENALTIES

Penalties will apply as follows:

XVI. FLIGHT DELAYS OR CANCELLATIONS

As our company operates independent lounges not affiliated with airlines, flight delays or cancellations do not affect our services, even if the service has been partially consumed. Lounge usage is limited to a maximum of three (3) hours. To extend your stay, you must either use an access pass or pay the applicable fee. Extensions of stay are subject to availability at the time of your visit.

In the case of outbound flight cancellations after completing security and immigration processes, it is the passenger’s responsibility to complete the exit procedures, such as canceling the immigration stamp, retrieving baggage, customs checks, and exiting the airport through the general area.

XXII. CLAIMS, QUESTIONS, OR ASSISTANCE

Passengers may file any claims, express concerns, or request information about our services. These will be addressed within the next two (2) business days from the time of receipt by our company. To do so, depending on the airport of interest, you can contact us via email at reclamaciones@beforeboarding.com.

XXIII. PASSENGER NON-COMPLIANCE

When the lounge administrator, supervisor, or shift manager determines that any of the rules in this document have been violated, whether by action or omission, they may take any of the following actions:

• Verbal Warning: The lounge staff who identify a user’s inappropriate behavior will issue a respectful verbal warning at the time of the incident, highlighting the inappropriate conduct. The employee will record the incident in the lounge’s daily report.
• Measures for Non-Compliance: If a user/passenger violates any of the rules contained herein, the company may restrict access to services temporarily or indefinitely, depending on the severity of the violation and its recurrence.

Any such actions will be communicated to the passenger through their profile and contact information. If the service benefit is obtained through a financial or insurance entity, the company providing the passenger’s benefit will be notified for their awareness.

These actions taken by the company do not preclude the initiation of any other legal actions to which it may be entitled under the laws of the Dominican Republic.

Registered with Pro Consumidor under No.056/2023.