This User Agreement is an offer as defined in Article 437 of the Civil Code of the Russian Federation). Purchase of services from the Museum constitutes full acceptance of the terms of this offer in accordance with Article 438 of the Civil Code of the Russian Federation.
This offer contains the terms and conditions of purchase of services from the Museum at the ticket offices and on the official website (pushkinmuseum.art). By purchasing services from the Museum, the Customer agrees to be bound by the terms and conditions of this Agreement.
1. DEFINITIONS
1.1. “Museum” means the Pushkin State Museum of Fine Arts.
1.2. “Customer” means a natural person or an authorised representative of a legal entity who purchases services from the Museum at the ticket offices or on the official website.
1.3. “Parties” means the Museum and the Customer.
1.4. “Agreement” means this User Agreement.
1.5. “Website” means the Museum's website at pushkinmuseum.art and any sub-domains.
1.6. “Ticket Offices” means the ticket offices of the Pushkin State Museum of Fine Arts.
1.7. “Event” means an event held by the Museum. This includes entry to view the permanent collection and temporary exhibitions, as well as lectures, concerts, tours, and any other events that require a ticket.
1.8. “Day of Visit” means the date on which the Museum completes the services purchased by the Customer.
1.9. “Ticketing System” means the hardware and software system designed for selling tickets at the ticket offices and on the Museum's website.
1.10. “Ticket” means a document issued in accordance with the guidelines of the Ministry of Culture of the Russian Federation, containing a unique number in the form of numerical digits, a barcode, or a QR code; together with the sales receipt it certifies the right of the holder to access an Event. A Ticket can either be printed on a limited-issue form (a paper ticket) or issued via the Ticketing System (an electronic ticket). A Ticket can be nominative, i.e. it bears the name of the visitor and grants admission only to this person (whose identity document must be presented for Verification together with the ticket).
1.11. “Order” or “Online Order” means one or more Ticket(s) for an Event, selected by the Customer and combined under a unique number (Order number) in the Ticketing System to be booked on the Website.
1.12. “Booking” means a short-term reservation (temporary removal from sale to the public in order to prevent double booking) of the Tickets selected by the Customer in the process of placing an Order from the moment the process begins (by clicking the "Book Now" button the Customer accepts the terms and conditions of the Agreement and agree to abide by the Museum’s visitor guidelines) until the Payment is made or until the Customer annuls the Order. Absence of activity from the Customer at checkout is deemed an annulment of the Order.
1.13. “Booking Period” means the time period specified in the Agreement during which the Customer may be inactive at the checkout step of an Online Order and after which the Booking is cancelled and the Tickets are made available for sale to the public.
1.15. “Order Number” means the unique number of an Online Order in the Ticketing System. Information about the Order is provided to the holder of the Order Number.
1.16. “Bank Card” means a payment instrument which allows the Customer to carry out transactions using funds held by the issuing bank in accordance with the laws of the Russian Federation and the agreement between the Customer and the issuing bank.
1.17. “Electronic Payment System” means the system which facilitates transactions between the Museum and the Customer using various Payment Systems for purchasing Tickets.
1.18. “Acquiring Bank” means the bank which provides services to the Museum which allow the Museum to accept online payments for goods and services made with bank cards.
1.19. “Payment” means a cash payment or a transfer of funds in the amount equal to the price of a Ticket made to the Museum using a Bank Card or the Electronic Payment System.
1.20. “Payment System” means the network of financial institutions which work together to enable transactions between the Customer and the Museum.
1.21. “Payment System Regulations” means the set of documents regulating various Payment Systems and Electronic Payment Systems.
1.22. “Price” means the amount of money to be paid for a service provided by the Museum.
1.23. “Total” means the overall amount to be paid for the Museum’s services purchased by the Customer.
1.24. “Sales Receipt” means a document containing the details of a transaction specified in Federal Law No. 54-FZ "On the use of point-of-sale equipment for the processing of cash and card payments" of May 22, 2003. It is generated by the Museum’s point-of-sale equipment and handed to the Customer.
1.25. “Purchase” means an act of buying or Booking of and Payment for services provided by the Museum at the Ticket Offices or on the Website, resulting in the Customer receiving a Ticket and a Sales Receipt.
1.26. “Refund” means a repayment of the money paid for a Ticket in cash, to a Bank Card account, or via an Electronic Payment System in accordance with the terms and conditions of this Agreement.
1.27. “Refund Request” means providing the required details about the Customer and the Ticket(s) by filling in the Refund Request form on the Website or the Refund Request form at the Ticket Offices.
1.28. “Verification” means verifying the authenticity and validity of a Ticket using specialised software and equipment.
2. SCOPE OF THE AGREEMENT
2.1. This Agreement governs the relationships between the Customer and the Museum in respect of services provided by the Museum and purchased by the Customer on the Website or at the Ticket Offices.
2.2. This Agreement is a standard form contract in accordance with Articles 426-428 of the Civil Code of the Russian Federation and specifies the terms and conditions for the use of the Website.
3. ENTRY INTO FORCE
3.1. This Agreement enters into force from the moment the Customer accepts the terms and conditions (including the terms and conditions of the processing of personal data if the Customer purchases a nominative Ticket) and the Museum’s visitor guidelines by clicking the acceptance button.
3.2. If the Customer purchases a Ticket at the Ticket Offices, this Agreement enters into force from the moment the purchase is made.
3.3. The Museum reserves the right to make changes to this Agreement without prior notice. The Customer agrees to review the terms and conditions of the User Agreement whenever placing an Order. The text of the User Agreement is available on the Museum's website at https://pushkinmuseum.art/tickets/agreement.
4. RIGHTS AND OBLIGATIONS OF THE PARTIES
4.1. The Customer has the right:
4.1.1. To use the Museum's official channels to access information about prices, types of Tickets, ticketing policies, Events, and services available during Events; to make an informed decision to purchase a Ticket by accepting the terms and conditions of this Agreement.
4.1.2. To purchase Tickets on the Website and at the Ticket Offices and return the purchased Ticket(s) in accordance with the terms and conditions of this Agreement.
4.1.3. To send feedback on the Museum’s ongoing work using the addresses listed on the Museum's website.
4.1.4. To use a Ticket to attend Events at the Museum.
4.1.5. The Customer does not have the right to reproduce, copy, resell, publish on third parties’ websites, or use for commercial or advertising purposes any information from the Website, including information about Tickets available for Purchase and Ticket prices.
4.2. The Customer agrees:
4.2.1. To be bound by the terms and conditions of this Agreement.
4.2.2. To keep informed of any changes made to this Agreement or ticketing policies.
4.2.3. To use the Website only for purposes which do not violate the terms and conditions of this Agreement and in a manner stipulated in this Agreement. The Customer may not use data modification software or any other methods of unauthorised access to the Website.
4.2.4. To purchase and use Tickets only for personal, non-commercial purposes.
4.2.5. To purchase and return Tickets only for personal use of the Customer (data provided by the Customer when purchasing Tickets must be the same as data provided when returning Tickets).
4.2.6. If requested, to present an identity document when purchasing or returning a Ticket or for Verification by a Ticket taker.
4.2.7. If requested, to present documentation which proves eligibility for a discount (together with an identity document if such documentation does not include a photograph) when purchasing a discounted Ticket at the Ticket Offices or showing a discounted Ticket for Verification.
4.2.8. To ensure that all the information on a paper or electronic Ticket presented for verification is clearly visible.
4.2.9. To read the Museum’s visitor guidelines in advance and to follow them when visiting the Museum and attending Events.
4.3. The Museum has the right:
4.3.1. To unilaterally change the price of Tickets available for Purchase. The Total paid by the Customer for Tickets purchased previously remains unchanged.
4.3.2. To set a limit on the number of Tickets and Orders per Customer at its discretion.
4.3.3. To set different prices and discounts for temporary exhibitions and the permanent collection of the Museum.
4.3.4. To establish a special procedure for the sale of Tickets for certain Events.
4.3.5. To sell non-refundable Tickets for special programmes and Events.
4.3.6. To cancel Orders placed by a Customer who violates the terms and conditions of this Agreement.
4.3.7. To refuse to sell Tickets at the Ticket Office to a Customer who violates the terms and conditions of this Agreement.
4.3.8. To refuse admission to a Ticket holder who violates the terms and conditions of this Agreement, the Museum’s visitor guidelines, or Event admission rules.
4.3.9. To request, in exceptional circumstances, that the Customer present an identity document when purchasing or returning Tickets or for Verification by a Ticket taker.
4.3.10. To request that the Customer provide proof of eligibility for a discount (together with an identity document if such proof does not include a photograph) when purchasing a discounted Ticket or showing a discounted Ticket for Verification.
4.3.11. Not to make refund requested on the grounds that the Customer was not pleased with an Event or did not have enough time to view the collection before the Museum’s closing time.
4.3.12. Not to make refund requested on the grounds that the Customer does not agree to changes made to the programme of an Event (including replacement of a performer, lecturer, etc.).
4.3.13. To transfer the rights and obligations concerning the sale of Tickets to persons authorised by the Museum to sell Tickets, in which case the procedure for the sale of Tickets will be governed by a User Agreement approved by the authorised person.
4.3.14. To notify the Customer of the status of services purchased from the Museum (including the status of an Order placed by the Customer).
4.4. The Museum agrees:
4.4.1. To provide the Customer with accurate and sufficient information (in accordance with the laws of the Russian Federation) about Events, prices, types of Tickets, ticketing and refund policies, other services available during Events, the Museum’s visitor guidelines, and Event admission rules.
4.4.2. To provide the Customer with an opportunity to Purchase Tickets at the Ticket Offices and/or on the Museum's Website and receive Refund in accordance with the terms and conditions of this Agreement.
4.4.3. To provide the Customer with an opportunity to Purchase discounted Tickets at the Ticket Offices and/or on the Museum's Website, on the condition that the Customer provides proof of eligibility for a discount.
4.4.4. To provide the exact prices of all types of Tickets available for Purchase on the Website and at the Ticket Offices.
4.4.5. To make a list of all persons authorised by the Museum to sell Tickets available on the Website.
4.4.6. Not to use the Customer's personal data for purposes other than those specified in this Agreement.
5. TERMS AND CONDITIONS FOR ONLINE TICKET PURCHASES
5.1. Payment and Refund Currency
5.1.1. In accordance with the laws of the Russian Federation, the currency of Payment is the Russian rouble.
5.1.2. In accordance with the laws of the Russian Federation, the currency of Refund is the Russian rouble.
5.2. An Order placed on the Website can be paid using a Bank Card or an Electronic Payment System. The Ticket Offices do not accept payment for Online Orders.
5.2.1. After selecting Tickets the Customer places an Order, i.e. fills in all the required fields of the online form, accepts the terms and conditions of this Agreement (including the terms and conditions of the processing of personal data if the Customer purchases a nominative Ticket) and the Museum’s visitor guidelines, clicks the "Book Now" button, and completes all the necessary steps of placing the Order.
5.2.2. After successfully Booking Tickets, the Customer receives an e-mail containing a link to the Order at the address provided when placing the Order.
5.2.3. The Customer has the right to annul an unpaid Order at any time before making Payment if any of the terms and conditions of this Agreement are unacceptable to the Customer.
5.2.4. The Booking Period depends on the Ticket type and is displayed at the “Proceed to Payment” step. If no payment is made within this period, the Booking is cancelled and the Tickets are made available for sale to the public.
5.2.5. The actual Payment for an Order is processed on the website of the Acquiring Bank or Electronic Payment System (through automatic redirection). If the Payment is successful, the Total Purchase amount is charged to the Customer's account. If the Payment for an Order is not successful, the Customer has the right to place another Order and make Payment following the procedure specified in Section 5 of this Agreement.
5.2.6. If the Payment is successful, the Customer receives an e-mail confirmation of the successful Payment for the Order containing an Electronic Ticket (as a link or attachment) at the address provided when placing the Order.
5.2.7. The Electronic ticket is deemed delivered after the Museum's mail server sends an e-mail confirmation of the successful Payment. Failed delivery of an e-mail confirmation or other e-mails sent during Booking and finalising an Order does not render Booking or Purchase invalid, since failure to deliver an e-mail may be caused by reasons outside the Museum’s control.
5.2.8. In the event of Order cancellation, the Customer is entitled to a Refund of the full amount paid when placing an Order as specified in Subsection 5.7 of this Agreement.
5.2.9. The Customer has the right to transfer a nominative Ticket to another person once.
5.2.9.1. In order to transfer a nominative Ticket to another person, the Customer sends a completed transfer request form to the ticket sales support team at tickets@arts-museum.ru with attached copies of identity documents of both the original ticket holder and the person to whom the ticket is transferred and the latter’s consent for the processing of personal data within the time limit specified for each type of Ticket in Subsection 7.1 hereof.
5.2.9.2. If the holder of a nominative Ticket is eligible for a discount, such a Ticket can be transferred only to a person eligible for the same discount, in which case the transfer request is submitted with attached copies of documentation which proves both the original Ticket holder’s and the recipient’s eligibility for the discount.
5.3. Reasons to Refuse Entry to Ticket Holders
5.3.1. The Museum reserves the right to refuse entry to any Ticket holder who violates the Museum’s visitor guidelines. Current visitor guidelines can be found on the official website at pushkinmuseum.art.
5.4. Payments Security
5.4.1. Payments security is ensured by the Acquiring Bank on the basis of up-to-date protocols and technologies developed by Payment Systems and Electronic Payment Systems. Security of transmitted information is ensured by the Acquiring Bank using up-to-date Internet security protocols.
5.5. Order Cancellation
5.5.1. The Museum cancels an Order annulled by the Customer.
5.5.2. The Museum automatically cancels an Order in the event of failure to receive confirmation of successful payment from the Payment System within the Booking Period.
5.5.3. The Museum has the right to cancel an Order if the Ticketing System encounters an error when processing the Order, in which case the Total Purchase amount is refunded to the Customer's account used for Payment as specified in Subsection 5.7 of this Agreement.
5.5.4. The Museum has the right to cancel an Order if the Event is cancelled or significantly changed by the Museum, in which case the Total Purchase amount is fully refunded to the Customer's account used for Payment as specified in Subsection 5.7 of this Agreement.
5.6. Customer Information Service
5.6.1. If Customers have any queries in relation to placing Orders or making Payments, they may contact the Museum by sending an a-mail to the ticket sales support team at tickets@arts-museum.ru.
5.7. Online Order Refund Policy
5.7.1. Refunds for Electronic Tickets purchased but unused by the Customer can be made only for Online Orders placed on the Museum's Website and paid by a Bank Card or via an Electronic Payment System. Refund can be made only to the account used by the Customer for Payment.
5.7.2. A used or partially used Ticket (i.e. a Ticket used for entry only to one of the locations to which the Ticket provides access or to a part of the Events included in the purchased package) is non-refundable.
5.7.3. The Customer can request a Refund for an entire Order (i.e. for all Tickets included in it) or for a part of it (for one or several Tickets in an Order).
5.7.4. The amount of Refund depends on the Refund Time Frame as specified in Subsection 7.1.
5.7.5. The Customer may not request a partial refund for a Ticket which includes multiple Events (a combination Ticket or a package) after the time frame specified in Subsection 7.1, even if the Customer did not attend any of the Events.
5.7.6. A Ticket may not be exchanged for a different date, time slot, Event, or a Ticket of a different price type.
5.7.7. To request a Refund, the Customer completes the online Refund Request form within the time frame specified in Subsection 7.1 and provides the same e-mail address as provided when placing the Order. If the Refund Request is submitted by the Customer’s representative, it must be accompanied by copies of documents confirming proof of legal representation or a duly executed power of attorney.
5.7.8. When the Museum receives the Request, a delivery confirmation e-mail is automatically sent to the sender's address. If there is no such e-mail, the Customer may contact the Museum at the address specified in Sub-subsection 5.6.1 for confirmation that the Request has been received. If the Customer does not request confirmation, the Museum is not responsible for the failed delivery of the Request.
5.7.9. The Museum will accept a Refund Request only after the Customer has fulfilled all the terms and conditions specified in Subsection 5.7. A Refund Request is processed within 10 (ten) calendar days.
5.7.10. The date on which the amount of Refund is debited from the Acquiring Bank’s transit account is deemed the date of Refund. The Museum is not responsible for the further transaction process.
5.7.11. If a Ticket is returned after the time frame specified in Subsection 7.1 due to exceptional circumstances caused by the Customer's or Customer’s family member’s (as defined in the Family Code of the Russian Federation) illness or death, which is supported by documentary proof, the Museum refunds the Total Purchase amount, provided that the Request and documentary proof (electronic copies) are submitted to the Museum within the following time frames:
a) circumstances caused by illness: Request – not later than the Day of Visit printed on the Ticket; medical certificate – within 14 days from the Day of Visit printed on the Ticket;
b) circumstances caused by death: Request – not later than the Day of Visit printed on the Ticket; documentary proof (death certificate and proof of kinship) – within 14 days from the Day of Visit printed on the Ticket.
5.7.12. “Customer's family members” means spouses, parents, children (including adopted children), grandparents, grandchildren, and siblings.
5.7.13. In the event of illness, the Customer provides such proof as an electronic copy of a medical certificate (Form No 095/u for students) or a doctor’s note issued by a healthcare institution in accordance with the applicable laws of the Russian Federation, together with electronic copies of documentary proof of kinship (in the event of illness of a family member).
5.7.14. In the event of death of a family member, the Customer provides such proof as an electronic copy of a registered certificate of death, Form No 106/u-08, or a certificate of death issued by a civil registration office (provided that the death occurred not more than 14 days before the Day of Visit, but not later than the Day of Visit and not before the date of purchase of Tickets), together with electronic copies of documentary proof of kinship.
5.7.15. To request a Refund in accordance with Sub-subsection 5.7.11, the Customer completes the online Refund Request Form with attached copies of required documentary proof and the Customer's identity document. The Request will be processed and the Customer notified of the decision within 10 (ten) business days from the date of receipt of the Request. The time of receipt of the Request is the time the Request is received by the Museum’s automated system.
5.7.16. In order to approve a Refund Request, the Museum has the right to request the Customer's identity document, Tickets, and Sales Receipts.
5.7.17. The Museum reserves the right not to refund Tickets for special programmes and Events sold under special terms, including discounted Tickets.
5.7.18. The Museum has the right to limit the number of Refunds per Customer and to decline a Refund Request in the event that:
a) the Customer fails to provide documentary proof required for the approval of Refund;
b) documents submitted by the Customer contain false information;
c) the Customer fails to submit a Refund Request within the time frame specified in Subsection 7.1 of this Agreement;
d) the death of the Customer’s family member occurred before the date of purchase of Tickets, after the Day of Visit, or 14 or more days before the Day of Visit;
e) the Customer submits more than two Refund Requests within a single month (i.e. more than two Refund Requests are submitted by the same Customer, from the same e-mail address, or using the same payment details);
f) the Customer submits a single Refund Request for more than one Order;
f) it has been proved that the Customer purchases Tickets for commercial purposes;
g) it has been proved that Tickets purchased by the Customer are resold by persons not duly authorised by the Museum to sell Tickets;
h) data provided by the Customer when purchasing Tickets (including the Customer’s identity document) are not the same as data provided when returning Tickets;
i) Tickets were purchased after the Customer or the Customer’s family member developed an illness which made a visit to the Museum impossible.
5.7.19. If a Refund is made due to a cancellation or significant change of an Event by the Museum or due to an error during the processing of an Order or Payment, the Museum informs Customers about the cancellation, change, or postponement of the said Event by publishing an announcement on the Museum's Website. Refund Requests are accepted from the moment the announcement is published until 10 (ten) calendar days after the date of the cancelled, changed, or postponed Event. Alternatively, the Museum may automatically cancel the Order and refund the Customer the Total Purchase amount without a Request from the Customer.
5.7.20. The Parties have agreed that the Refund of an Order made by the Museum in accordance with the terms and conditions of this Agreement, applicable laws of the Russian Federation, and/or Payment System Regulations will be deemed a sufficient reason for the Museum to terminate its obligations under this Agreement and to consider its obligations to be fulfilled.
6. TERMS AND CONDITIONS FOR TICKET PURCHASES AT THE TICKET OFFICES
6.1. Payment and Refund Currency
6.1.1. In accordance with the laws of the Russian Federation, the currency of Payment is the Russian rouble.
6.1.2. In accordance with the laws of the Russian Federation, the currency of Refund is the Russian rouble.
6.2. Payment for Tickets purchased at the Ticket Offices is accepted in cash, by a Bank Card or via an Electronic Payment System.
6.3. The Customer may purchase a discounted Ticket at the Ticket Offices only upon presenting documentation which proves eligibility for a discount (together with an identity document if such documentation does not include a photograph).
6.4. The Customer may make only one purchase of discounted Tickets at the Ticket Offices per day.
6.5. A used or partially used Ticket (i.e. a Ticket used for entry only to one of the locations to which the Ticket provides access or to a part of the Events included in the purchased package) is non-refundable.
6.6. The amount of Refund depends on the Refund time frames as specified in Subsection 7.1.
6.7. The Customer may not request a partial Refund for a Ticket which includes multiple Events (a combination Ticket or a package) after the time frame specified in Subsection 7.1, even if the Customer did not attend any of the Events.
6.8. The Museum reserves the right not to refund Tickets for special programmes and Events sold under special terms, including discounted Tickets.
6.9. A Ticket may not be exchanged for a different date, time slot, Event, or a Ticket of a different price type.
6.10. Refunds for unused Tickets purchased at the Museum’s Ticket Offices can be made only at the Ticket Offices. To request a Refund, the Customer completes a paper Refund Request form at the Ticket Offices and returns Tickets within the time frame specified in Subsection 7.1. The Customer must have the Bank Card or the mobile application of the Electronic Payment System which was used for the Purchase readily available. If the Refund Request is submitted by the Customer’s representative, it must be accompanied by copies of documents confirming proof of legal representation or a duly executed power of attorney.
6.11. If a Ticket is returned after the time frame specified in Subsection 7.1 due to exceptional circumstances caused by the Customer's or Customer’s family member’s (as defined in the Family Code of the Russian Federation) illness or death, which is supported by documentary proof, the Museum refunds the Total Purchase amount, provided that the Request and documentary proof (electronic copies) are submitted to the Museum within the following time frames:
a) circumstances caused by illness: Request – not later than the Day of Visit printed on the Ticket; medical certificate – within 14 days from the Day of Visit printed on the Ticket;
b) circumstances caused by death: Request – not later than the Day of Visit printed on the Ticket; documentary proof (death certificate and proof of kinship) – within 14 days from the Day of Visit printed on the Ticket.
6.12. “Customer's family members” means spouses, parents, children (including adopted children), grandparents, grandchildren, and siblings.
6.13. In the event of illness, the Customer provides such proof as an electronic copy of a medical certificate (Form No 095/u for students) or a doctor’s note issued by a healthcare institution in accordance with the applicable laws of the Russian Federation, together with electronic copies of documentary proof of kinship (in the event of illness of a family member).
6.14. In the event of death of a family member, the Customer provides such proof as an electronic copy of a registered certificate of death, Form No 106/u-08, or a certificate of death issued by a civil registration office (provided that the death occurred not more than 14 days before the Day of Visit, but not later than the Day of Visit and not before the date of purchase of Tickets), together with electronic copies of documentary proof of kinship.
6.15. To request a Refund in accordance with Subsection 6.10, the Customer completes the online Refund Request Form with attached copies of the unused Ticket(s), required documentary proof, and the Customer's identity document. The Request will be processed and the Customer notified of the decision within 10 (ten) business days from the date of receipt of the Request. The time of receipt of the Request is the time the Request is received by the Museum’s automated system. If the Request is approved, the Customer returns the original Ticket to the Museum's Ticket Office within 30 (thirty) days from the date of submitting the Request.
6.16. In order to approve a Refund Request, the Museum has the right to request the Customer's identity document and Sales Receipts.
6.17. The Refund for a Ticket purchased with a Bank Card can be made only to the Bank Card which was used for the Purchase. The Customer must have the Bank Card which was used for the Purchase readily available. The processing time of a Refund depends on the issuing bank.
6.18. The Refund for a Ticket purchased via an Electronic Payment System can be made only via the mobile application which was used for the Purchase. The processing time of a Refund depends on the Electronic Payment System.
6.19. If a Refund is made to a Bank Card or via an Electronic Payment System, the date on which the amount of the Refund is debited from the Acquiring Bank’s transit account is deemed the date of Refund. The Museum is not responsible for the further transaction process.
6.20. If a Refund is made in cash, the Customer receives the Refund at the Ticket Offices after the Request is processed by the ticketing staff.
6.21. The Museum has the right to limit the number of Refunds per Customer and to decline a Refund Request in the event that:
a) the form and details of the Ticket do not match the forms and details approved by the authorised federal executive body; the Ticket design does not match the design established by the Museum; the Ticket has corrections or markings; the Ticket is counterfeit;
b) the Customer fails to provide documentary proof required for the approval of Refund;
c) documents submitted by the Customer contain false information;
d) the Customer fails to submit a Refund Request within the time frame specified in Subsection 7.1 of this Agreement;
d) the death of the Customer’s family member occurred before the date of purchase of Tickets, after the Day of Visit, or 14 or more days before the Day of Visit;
e) the Customer submits more than two Refund Requests within a single month (i.e. more than two Refund Requests are submitted by the same Customer or using the same payment details);
f) it has been proved that the Customer purchases Tickets for commercial purposes;
g) it has been proved that Tickets purchased by the Customer are resold by persons not duly authorised by the Museum to sell Tickets;
h) data provided by the Customer when purchasing Tickets (including the Customer’s identity document) are not the same as data provided when returning Tickets;
i) Tickets were purchased after the Customer or the Customer’s family member developed an illness which made a visit to the Museum impossible.
6.22. If an Event is cancelled or significantly changed by the Museum, the Museum informs Customers about the cancellation, change, or postponement of the said Event by publishing an announcement on the Museum's Website. Refund Requests are accepted from the moment the announcement is published until 10 (ten) calendar days after the date of the cancelled, changed, or postponed Event.
7. TICKET RETURN TIME FRAMES AND REFUND AMOUNT
7.1. The time frame for returning Tickets and the amount of Refund depend on the type of Ticket. The time of receipt of a Refund Request is the time the Request is received by the Museum’s CRM system or the time the completed paper Refund Request form is accepted by the Museum's Ticket Office. The Museum reserves the right to decline a Refund Request if the Request is received after the specified time frame.
| TICKET TYPE |
RETURN TIME FRAME |
REFUND AMOUNT
(as percentage
of Total Purchase
amount)
|
| Entry Ticket without a specific time slot |
Not later than 11:59 p.m. of the day before the Day of Visit printed on the Ticket |
100 |
| Entry Ticket for a specific time slot |
Not later than 11:59 p.m. of the day before the Day of Visit printed on the Ticket |
100 |
| Combination entry Ticket valid for more than 1 (one) day |
Not later than 11:59 p.m. of the day before the first Day of Visit printed on the Ticket |
100 |
| Group Ticket for an Event |
Not later than 10 days before the date of the Event |
100 |
| Later than 10 days, but not later than 5 days before the date of the Event |
50 |
| Later than 5 days, but not later than 3 days before the date of the Event |
30 |
| Event Ticket without a specific time slot |
Not later than 11:59 p.m. of the day before the date of the Event |
100 |
| Event Ticket for a specific time slot |
Not later than 11:59 p.m. of the day before the date of the Event |
100 |
| Event Ticket with reserved seating |
Not later than 10 days before the date of the Event |
100 |
| Later than 10 days, but not later than 5 days before the date of the Event |
50 |
| Later than 5 days, but not later than 3 days before the date of the Event |
30 |
| Individual Ticket for a group guided tour |
Not later than 11:59 p.m. of the day before the date of the tour |
100 |
| Group Ticket for a group guided tour |
Not later than 10 days before the date of the tour |
100 |
| Later than 10 days, but not later than 5 days before the date of the tour |
50 |
| Later than 5 days, but not later than 3 days before the date of the tour |
30 |
| Event package |
Not later than 10 days before the date of the first Event included in the package |
100 |
| Later than 10 days, but not later than 5 days before the date of the first Event included in the package |
50 |
| Later than 5 days, but not later than 3 days before the date of the first Event included in the package |
30 |
8. DATA PROTECTION AND PRIVACY POLICY
8.1. The Museum undertakes not to disclose information received from the Customer. Provision of such information to persons acting pursuant to an agreement with the Museum for the purpose of fulfilling their obligations to the Customer is not deemed a violation. The Museum provides access to personal data only to the employees, contractors, and agents who require this information in order to maintain the operation of the Website and render services to the Customer.
8.2. The Customer's personal data is processed in accordance with the applicable laws of the Russian Federation. The Museum processes the Customer's data for the purposes of provision of services to the Customer, verification, study, and analysis of the data, and communication with the Customer. The Museum takes all necessary and reasonable measures to protect the Customer's data from unauthorised access and illicit use.
8.3. By accepting the terms of this User Agreement, the Customer agrees to the processing of personal data (both with and without the use of automated tools), including collection, systematisation, accumulation, storage, updating, use, dissemination, transfer, depersonalisation, blocking, erasure of personal data provided by the Customer in pursuance of this Agreement, and other processing specified in Federal Law No. 152-FZ "On Personal Data" of July 27, 2006.
8.4. The Museum does not verify the accuracy and currency of data provided by the Customer, but relies on the Customer to provide current, accurate, and sufficient data when placing an Order and to communicate any changes in the provided data to the Museum. The Customer accepts full responsibility in the event that the provided data prove to be inaccurate or outdated.
8.5. The Museum has the right to use information provided by the Customer in order to ensure compliance with the applicable laws (including prevention and/or suppression of unlawful actions committed by the Customer). Information provided by the Customer may be disclosed only in accordance with the applicable laws of the Russian Federation by order of the court or law enforcement agencies and in other circumstances stipulated by law.
8.6. The Customer is responsible for the confidentiality of information about the purchased Tickets, as well as the number and details of the Order.
8.6.1. The Museum is not responsible in the circumstance that a person other than the Customer attends an Event using the Ticket. The Museum has the right to refuse admission to the Event to all persons who hold Tickets with identical numbers, barcodes, or QR codes.
8.7. The Customer is responsible for the safe keeping of the paper Ticket (limited-issue form) purchased at the Ticket Offices. The Ticket Offices do not issue duplicate Tickets.
9. LIMITATION OF LIABILITY
9.1. Customers use the Website and its features at their own risk and accept sole responsibility for the correct use of the Website including congruence of their goals and expectations and the functionality of the Website.
9.2. The Museum accepts no responsibility for any agreements between the Customer and third parties.
9.3. The Museum accepts no responsibility for Tickets purchased from any source other than the Museum's Ticket Offices, the Museum's Website, or persons duly authorised by the Museum to sell Tickets, and does not guarantee the authenticity and validity of such Tickets. The Museum has the right to refuse admission to a Customer who shows such Tickets for Verification and seize the Tickets.
9.4. The Museum has the right to unilaterally suspend or terminate the operation of the Website or any part of it at any time without prior notice. The Museum may not be held liable for suspension or termination of the Website’s operation.
9.5. The Museum makes every possible effort to ensure normal operation of the Website, but may not be held liable for failure to fulfil its obligations under this Agreement for any direct or indirect loss or damage resulting from impossibility to use the Website.
9.6. The Museum may suspend the operation of the Website without prior notice in the event of unforeseen circumstances, failures, or malfunctions of the software or equipment of third parties cooperating with the Museum, or action/inaction of third parties intended to suspend or terminate the operation of the Website.
9.7. The Museum is not responsible for the terms of Payments and Refunds made by banks and other organisations.
9.8. The Museum's liability to the Customer is limited to the Total Purchase amount paid by the Customer.
9.9. The Parties are exempt from liability for failure to fulfil any or all of their obligations if such failure results from force majeure events which neither Party can reasonably foresee or prevent and which arise after this Agreement enters into force.
9.10. The Museum may not be held liable for any disputes or differences between the Customer and the Payment System and/or financial institution concerning Payments.
10. FINAL PROVISIONS
10.1. In the event of discrepancies, the text of this Agreement published on the Website prevails over any other version of this Agreement.
10.2. Any other matters between the Museum and the Customer arising out of but not specified in this Agreement will be governed by the applicable laws of the Russian Federation.
10.3. In the event of disputes or differences concerning the Agreement and its scope, the Museum and the Customer will make every possible effort to achieve resolution through negotiation. If a dispute cannot be resolved through negotiation, it will be resolved in court in accordance with the applicable laws of the Russian Federation.
10.4. The Customer hereby acknowledges and fully accepts the terms and conditions of this Agreement without qualification or limitation. The Customer hereby agrees to be bound by the terms and conditions of this Agreement in all relationships with the Museum.
