Return policy
This Ticket return policy for individuals (hereinafter referred to as the Policy) determines the procedure for returning tickets purchased for events held by the St. Petersburg State Funded Institution Mikhailovsky Theatre (hereinafter referred to as the theatre), including the tickets purchased using the Pushkin Card.
Tickets can be purchased using the Pushkin Card on the theatre website and at the theatre box office or from the theatre partners.
1. In case of cancellation of an event held by the theatre, the visitor, on his initiative, will be reimbursed in accordance with the procedure established by the theatre for the full cost of the ticket.
2. In case of replacement/postponement of an event held by the theatre, tickets remain valid. Tickets cannot be exchanged. If an event is replaced, tickets will be accepted for return no later than the date of the replaced event. In case of event postponement, tickets will be accepted for return in the manner specified in clause 13 of the Policy.
3. When returning a ticket purchased from a party authorized by the theatre to distribute tickets (hereinafter referred to as the theatre partner), the theatre does not refund the funds paid by the visitor to the theatre partner as payment for related services in excess of the ticket price established by the theatre. The list of official partners of the theatre can be found on the theatre website in the section Points of Sale section.
4. The theatre does not provide refunds for tickets purchased from third parties not authorized by the theatre to distribute tickets.
5. Tickets sold by the theatre as part of special offers that provide special conditions for tickets purchase (including discounts) are not accepted for return. A list of special offers can be found on the theatre website in the section Special Offers.
6. Entrance tickets without a seat are non-refundable.
7. Tickets, the forms and details of which do not correspond to the forms and details approved by the authorized federal executive body, tickets, the design elements of which do not correspond to the design elements established by the theatre, tickets containing corrections, counterfeit tickets are invalid and do not give the right to attend entertainment events held by the theatre and are not accepted for return. Sample tickets can be found on the theatre website in the section Ticket Forms.
8. In some cases, refunds for tickets purchased from the theatre partners are made by the theatre partners, which the theatre informs the visitor about when receiving an application for a refund. Refunds for tickets purchased from the theatre partners using the Pushkin Card are made exclusively by the theatre partners.
9. The theatre may establish a special procedure for ticket return in an unusual situation, which the theatre informs visitors about on the official website.
10. Refunds for tickets are made only after the visitor submits a complete set of documents (clauses 14-17, 19-20 of the Policy). A set of documents received by email from 19:00 to 23:59 of the current day is dated the next day.
11. The theatre has the right to refuse a refund for tickets if a complete set of documents was not submitted within the time limits established by the Policy or contains inaccurate information.
12. The theatre makes a decision on ticket refund within 10 days from the receipt of a complete set of documents. In case of a positive decision the theatre returns the money within 10 days from the date of such decision.
13. If a visitor refuses to attend an event held by the theatre for reasons not related to the visitor’s illness or death of a person who was a member of his family or his close relative in accordance with the Family Code of the Russian Federation, the visitor can return the ticket in accordance with paragraphs 14-17 of the Policy.
In this case, the visitor has the following rights from the date of submission of the full set of documents (clauses 14-17):
— to receive a refund of 100 percent of the ticket price if the documents were submitted no later than ten days before the day of the event;
— to receive a refund of 50 percent of the ticket price if the documents were submitted less than ten days, but no later than five days before the day of the event;
— to receive a refund of 30 percent of the ticket price if the documents were submitted less than five days, but no later than three days before the day of the event;
— tickets are not accepted for return if the documents were submitted less than three days before the day of the event (the ticket price is not returned to the visitor).
For example, if the event is held on September 10, upon submission of a complete set of documents:
— until August 31 inclusive the visitor receives 100% of the ticket price;
— from September 01 to September 5 inclusive the visitor receives 50% of the ticket price;
— from September 6 to September 7 inclusive the visitor receives 30% of the ticket price;
— from September 8 to September 10 the ticket price is non-refundable.
14. To return the tickets purchased at the theatre box office the visitor must submit the following set of documents to the theatre box office:
— completed application for the return of the tickets purchased at the theatre box office (Appendix No. 1);
— original tickets;
— details of the visitor’s bank account: full name of the bank, TIN, KPP, BIC of the bank, bank correspondent account number, full name, current account number (in case of returning tickets less than 10 days before the event);
— the bank card with which the tickets were paid (if the tickets were paid for by card);
— passport.
If the theatre takes a positive decision on a refund, the funds are transferred to the visitor in one of the following ways:
15. To return the tickets purchased on the official theatre website www.mikhailovsky.ru (electronic tickets) in the Mikhailovsky Theatre mobile application, the visitor should email the following set of documents to tickets@mikhailovsky.ru:
— a completed application for the return of the tickets purchased on the theatre website in the form of a scanned copy or photograph (Appendix No. 2 and Appendix No. 3 in case of purchasing tickets using the Pushkin Card);
— details of the applicant’s bank account: full name of the bank, TIN, KPP, BIC of the bank, bank correspondent account number, full name, current account number (if the tickets are returned less than 10 days before the event);
— copies of tickets and electronic cash receipts for the purchase of tickets.
If the theatre makes a positive decision on a refund, the funds are transferred to the visitor in one of the following ways:
— refunds for tickets purchased using a bank card on the official website of the theatre www.mikhailovsky.ru and returned no later than ten days before the day of the event are made to the bank card through which the payment was made.
— refunds for tickets purchased using a bank card on the official website of the theatre www.mikhailovsky.ru and returned less than ten days before the day of the event are made to the visitor’s bank account specified in the application.
If the theatre takes a positive decision on the return, the funds are transferred to the visitor’s bank account details specified in the application.
Applications for refund of electronic tickets must be emailed to tickets@mikhailovsky.ru
Appendices to ticket returns policy:
Appendix No.1: Application to return tickets purchased on the theatre’s official website, mikhailovsky.ru.
Appendix No.2: Application to return tickets purchased at the theatre box office
