Sales terms and conditions
These terms and conditions settle the procedure of travel services (hereinafter referred to as Services) sale via the Internet.
The services vendor is Tour-Service International – a legal person set up according to Russian legislation, registered in the Russian federal registry, number MBT 002141, having the guarantee of «EUROPEAN TOURIST INSURANCE» ¹ GOTO-056/09 (hereinafter referred to as the Company).
The services Customer is an individual person – an Internet user who has undergone registration on any of the Company’s and/or its partners’ Web-sites. To get access to the reservation system all legal entities should preliminarily sign the “SALES AGREEMENT”
The Customer using the reservation system forms an order for Services and forwards it to the Company. The Company confirms the receipt by giving the order a unique identification number, and sends an invoice and a status of reservation on the Customer’s e-mail stated in the registration form.
The Customer pays the Company the full price of services according to the invoice submitted by the Company. Confirmation number is available after receipt of pre-payment if service is available. The Customer pays the invoice within three banking days from the moment it was submitted, but not later than three days before the penalty date for this order comes. Orders, which haven’t been paid or have been paid not in full, will be automatically cancelled by the Company.
Possible payment methods:
- instant payment via the Internet using the bank card
Visa, Master Card, Diners Club, JCB are accepted for payment.
Payments by credit cards via the Internet are transferred to the web-site of the Internet Payment Service Provider Uniteller. Security of payments is ensured by the SSL protocol for confidential data transmission from the client to the Uniteller server for further processing. Subsequently data are transmitted via the highly secure banking networks. The received confidential customer’s data (card details, registration info etc.) are collected and processed at the processing centre, and not on the Tour-Service’s web-site. Thus, Tour-Service can’t obtain personal and banking data of the customer, including those concerning products he purchased in other shops. When transaction is processed via Uniteller the card owner automatically receives an e-mail notifying him of all transactions generated.
- payment via bank transfer
Payment via bank transfer may be made at any bank department. Tour-Service bank details will be specified in the invoice that you will receive via e-mail after saving the order. The date of payment is considered as the date the transaction is received by Tour-Service. Confirmation number is available after receipt of pre-payment if service is available. The reservation number must be indicated in the payment order. Bank may charge commission for payment transaction.
- payment in cash at Tour-Servic’s office
You can pay your order in cash at Tour-Service office located at the following address: Tverskaya Str. 12, Moscow, 125009, Russia from Monday to Friday at 10.00 – 18.00. Only Russian rubles are accepted for payment.
Within 24 hours (with no account taken of holidays and days off fixed by the Russian legislation) from the moment the order was received the Company forwards to the Customer a confirmation or a refusal concerning Services rendering. In case the confirmation is received the Company guarantees that the Services will be rendered to the Customer.
The Customer using the reservation system may change or cancel his order. The Customer singly performs all the operations with his order created in the reservation system. The Company’s staff doesn’t accept and process any requests, changes or cancellations made by telephone, fax, e-mail or in any other way except through the reservation system.
In case the order is cancelled after the penalty date (regardless of confirmation available) or if the tourist is a no show in the hotel, the Customer pays penalty to the Company in the amount stated in the order.
Any changes in the order are considered as the order cancellation and creation of a new one with paying appropriate penalty to the Company.
If the Customer stops using the ordered Services before the appointed time he should send a written request to the Company. In this case the Company may return the Customer the amount of money not exceeding the full price of Services for unused days from the day coming after the moment service was terminated.
If mutual settlement of accounts is transacted between the Customer and the Company, and the Company should made full or partial refund to the Customer, this refund is made in the same way and in the same form as the payment was received by the Company.
In case the Customer has any complaints while using the Services he should state his complaint in written form, attach relevant documents and forward them to the Company. Within 30 days the Company will either indemnify the Customer for losses or give a reasoned refusal. In any case the amount of losses subject to compensation by the Company can’t exceed 100% full price of the Services that were purchased but not used by the Customer.
In exceptional cases the Company can change the hotel for another one in the same city and of the same class or higher without changing the previously confirmed accommodation price.
The reservation system isn’t assigned for tourist groups. All group reservations should be sent to the Company by e-mail or fax. In case the Customer tries to split the group into several individual reservations the Company reserves the right to cancel such reservations, with the occurring penalties paid by the Customer.
Reservations may be made only for real clients. If the registered name turns out to be fictitious the Company reserves the right to cancel such reservations, with the occurring penalties paid by the Customer.
Special requests stated by the Customer in the section “Additional info” can’t be guaranteed by the Company. If this section contains information that contradicts with the basic reservation data (other check-in/check-out dates, other room categories etc.) the additional information is ignored and the order is processed with no account taken of it.
If you have any questions please contact, E-Sales Department, by e-mail firstname.lastname@example.org or telephone +7 (495) 692-1199.