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Return policy

For individuals


1. If an event held by the theatre is cancelled, the customer will, on request, be reimbursed for the full cost of the ticket in accordance with the theatres established procedure.

2. If an event held by the theatre is replaced/postponed, tickets will remain valid and will not be exchanged.

If an event is replaced, return tickets will be accepted no later than the date of the replaced event.

If an event is postponed, return tickets will be accepted as outlined in paragraph 13 of this policy.

3. When tickets purchased from persons authorized by the theatre to distribute tickets (hereinafter referred to as theatre partners) are returned, the theatre will not refund money paid by the customer to the theatre partner for related services in excess of the ticket price set by the theatre. A list of the theatres official partners can be found on the theatres website in the 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 feature special conditions for purchasing tickets (including discounts) cannot be returned. A list of special offers can be found on the theatres website in the Special Offers section.

6. Entrance tickets without a seat allocation are non-refundable.

7. The following are not valid for admission to theatre performances and cannot be returned: tickets which do not correspond to the forms and details approved by the authorized federal executive body, tickets with design elements which do not match those established by the theatre, tickets containing corrections, and counterfeit tickets. Samples of tickets can be found in the Ticket Forms section of the theatres website.

8. In some cases, tickets purchased from theatre partners are refunded by the theatre partners. The theatre will inform the customer if this is the case upon receipt of an application for a refund.

9. Where unusual circumstances apply, the theatre may adopt different procedures for ticket refunds. In such cases, the theatre will publish information about these procedures on its official website.

10. Ticket refunds are processed only after the customer has submitted a complete set of documents.

Documents received by email between 19:00 and 23:59 will be treated as having been received the following day.

11. The theatre reserves the right to refuse to refund tickets if the full set of documents has not been submitted within the time frame established by this policy or contains inaccurate information.

12. The theatre will determine whether tickets may be refunded within 10 days of receipt by the theatre of a complete set of documents.

If a favourable decision is made, the theatre will return the funds within 10 days of the date of such a decision.

13. If a customer decides not to attend an event held by the theatre for reasons not related to the customers illness or the death of a family member or close relative in accordance with the Family Code of the Russian Federation, the customer has the right to the following refunds:

- 100 percent of the ticket price if the full set of documents is returned no later than ten days before the date of the event;
- 50 percent of the ticket price if the full set of documents is returned less than ten days but no later than five days before the date of the event;
- 30 percent of the ticket price if the full set of documents is returned less than five days but no later than three days before the date of the event;
- tickets will not be accepted for return less than three days before the date of the event (the ticket price is not refundable to the customer).

For example, if the event is held on 10 September, the following refund policies will apply:
- if a full set of documents is received by 31 August inclusive, the customer receives 100% of the ticket price;
- if a full set of documents is received between 1 September and 5 September inclusive, the customer receives 50% of the ticket price;
- if a full set of documents is received between 6 September and 7 September inclusive, the customer receives 30% of the ticket price;
in the period from 8 September to 10 September the ticket price is not refundable.

14. To return tickets purchased on the theatres official website, www.mikhailovsky.ru (electronic tickets), the customer must send a completed application to return tickets purchased on the theatres website (Appendix No.1) in the form of a scanned copy or a photograph to the email address tickets@mikhailovsky.ru.

If tickets were purchased at the theatre box office or from theatre partners, or if tickets are returned due to force majeure, please email tickets@mikhailovsky.ru

Appendices to ticket returns policy:
Appendix No.1: Application to return tickets purchased on the theatres official website, mikhailovsky.ru.
Appendix No.2: Application to return tickets purchased at the theatre box office
USER AGREEMENT



1. GENERAL PROVISIONS

1.1.    This User Agreement (hereinafter referred to as the Agreement) defines the procedure for accessing the website of the St. Petersburg State Funded Cultural Institution, the St. Petersburg Mussorgsky State Academic Opera and Ballet Theatre Mikhailovsky Theatre (hereinafter referred to as the Mikhailovsky Theatre) located at the domain www.mikhailovsky.ru.

1.2. This Agreement regulates the relationship between the Mikhailovsky Theatre and the users of this website.



2. DEFINITION OF TERMS

2.1. For the purposes of this Agreement, the terms indicated below shall have the following meaning:

2.1.2. Mikhailovsky Theatre Site Administrators those employees authorized to manage the website, acting on behalf of the Mikhailovsky Theatre.

2.1.3. User of the Mikhailovsky Theatre Site (hereinafter the User) a person having access to and using the website via the Internet.

2.1.4. Site the Mikhailovsky Theatre website located at the domain www.mikhailovsky.ru.

2.1.5. Content of the Mikhailovsky Theatre Site the protected results of intellectual activity, including extracts from audiovisual productions, their names, forewords, annotations, articles, illustrations and covers, with or without text, graphic, textual, photographic, derived, composite, and other works, user interfaces, visual interfaces, logos, and also the design, structure, selection, coordination, external appearance, general style, and placement of the Content making up the Site and other intellectual property whether together and/or separately contained in the Mikhailovsky Theatre Site and the Personal Area, from where it is then possible to purchase Mikhailovsky Theatre tickets.



3. SUBJECT OF THE AGREEMENT

3.1. The subject of this Agreement is the provision to the User of access to the services available on the Site.

3.1.1. The Mikhailovsky Theatre Site shall provide the following services to the User:

- access to information about the Mikhailovsky Theatre and information about how to purchase tickets

- purchase of electronic tickets

- discounts, promotions, concessions, and special offers

- receipt of information about Theatre news and events, including via news and information distribution services (email, phone, text message)

- access to electronic content, with the right to view such content

- access to search and navigation tools

- the opportunity to post messages and comments

- other services provided through the pages of the Mikhailovsky Theatre Site

3.2. This Agreement covers all services existing (or functioning) at the present time on the Mikhailovsky Theatre Site, and any subsequent modifications to them and additional services which may appear in the future.

3.2. Access to the Mikhailovsky Theatre Site shall be provided free of charge.

3.3. This Agreement is a public offer. In obtaining access to the Site, the User shall be deemed to have opted in to this Agreement.

3.4. Use of the materials and services on the Site shall be governed by the provisions of current Russian Federation legislation.



4. RIGHTS AND OBLIGATIONS OF THE PARTIES

4.1. The Mikhailovsky Theatre Site Administrators shall have the right:

4.1.1. To change the rules for use of the Site and to change the Content of the Site. Changes to usage rules shall enter into force from the moment the new version of the Agreement is published on the Site.

4.2. The User shall have the right:

4.2.1. User registration on the Mikhailovsky Theatre Site shall be for the purpose of identifying the User in order to provide Site services, distribute information and news (by email, post, telephone, text message, or other means), and to obtain feedback and a record of the provision of concessions, discounts, special offers, and promotions.

4.2.2. To use all of the services available on the Site.

4.2.3. To ask any questions relating to the information presented on the Mikhailovsky Theatre Site.

4.2.4. To use the Site solely for the purposes and in the manner provided for by this Agreement and not prohibited by Russian Federation legislation.

4.3. The User shall:

4.3.2. Take no action which may be considered to be in breach of the normal functioning of the Site.

4.3.3. Avoid any actions which may result in a breach of confidentiality with regard to information protected by Russian Federation legislation.

4.4. The User may not:

4.4.1. Use any device, program, procedure, algorithm or method, automated devices, or similar manual processes in order to access, acquire, copy, or track the Content of the Site.

4.4.3. Circumvent in any way the navigational structure of the Site in order to obtain or attempt to obtain any information, documents, or material by any means which are expressly not provided by the Site services;

4.4.4. Breach the security or authentication systems of the Site or any network associated with the Site. Carry out reverse searches, track, or attempt to track any information about any other User of the Site.



5. USE OF THE WEBSITE

5.1. The Site and the Content contained therein belong to and are managed by the Mikhailovsky Theatre Site Administrators.

5.2. The Content of the Site may not be published, reproduced, transferred, or distributed by any means, nor posted on the worldwide networks of the Internet without the written consent of the Site Administrators.

5.5. The User shall be personally responsible for the confidentiality of the information in his/her account, including his/her password, and for all activity, without exception, which is carried out on behalf of the User of the account.

5.6. The User must immediately notify the Site Administrators of any unauthorized use of his/her account or password, or of any other breach of the security system.



6. LIABILITY

6.1. Losses which the User may suffer in the event of a deliberate or negligent breach of any provision of this Agreement, or as a consequence of unauthorized access to the communications of any other User, shall not be reimbursed by the Mikhailovsky Theatre Site Administrators.

6.2. The Mikhailovsky Theatre Site Administrators shall not be liable for:

6.2.1. Delays or malfunctions in the process of carrying out operations arising as a result of force majeure circumstances, nor for any faults in the telecommunications, computer, electronic, or other related systems.

6.2.2. The actions of banking, transfer, and payment systems, nor for delays connected with their operation.

6.2.3. Improper functioning of the Site in cases where the User does not have the technical equipment required for its use, nor do the Administrators accept any obligation to provide Users with such equipment.



7. BREACH OF THE TERMS OF THIS USER AGREEMENT

7.1. The Mikhailovsky Theatre Site Administrators shall have the right to terminate and/or block access to the Site, without prior notice to the User, if the User has breached this Agreement or the terms of use of the Site contained in other documents, or in the event of the Site ceasing to function, or due to technical glitches or problems.

7.2. The Site Administrators shall not be liable to the User or third parties for termination of access to the Site in the event of a breach by the User of any of the provisions of this Agreement or any other document containing the terms of use of this Site.

7.3. The Site Administrators shall have the right to disclose any information about the User as may be necessary for the execution of the provisions of current legislation or judicial rulings.



8. DISPUTE RESOLUTION

8.1. In the event of any disagreements or disputes arising between the Parties to this Agreement, a mandatory condition before resorting to the courts is that a claim should be submitted (a written proposal for voluntary resolution of the dispute).

8.2. The recipient of the claim shall, within 30 calendar days of receipt, notify the claimant in writing of the results of consideration of the claim.

8.3. If it is not possible to settle the dispute by voluntary means, either Party may apply to the courts for protection of their rights as provided for under current Russian Federation legislation.



9. ADDITIONAL PROVISIONS

9.1. In opting in to this Agreement and leaving his/her information on the Mikhailovsky Theatre Site by completing the registration form, the User:

9.1.1. Consents to the processing of the following personal information: full name; date of birth; telephone number; email address; payment details (if the service is used to purchase electronic tickets to the Mikhailovsky Theatre);

9.1.2. Confirms that this personal information belongs to him/her personally;

9.1.3. Gives the Mikhailovsky Theatre Site Administrators the right to carry out, without limit in time, the following actions (operations) with his/her personal information:

- collection and accumulation

- storage for an unlimited period of time (indefinitely) from the moment that the information is provided until it is recalled by the User by means of an application to the Site Administrators

- clarification (renewal, modification)

- destruction

9.2. The User's personal information shall be processed in accordance with Article 6.1.5 of Federal Law No. 152-FZ dated 27.07.2006 On Personal Information, solely for the purposes of performing the obligations accepted by the Mikhailovsky Theatre Site Administrators under this Agreement with respect to the User, including those indicated in clause 3.1.1 of this Agreement.

9.3. The User accepts and confirms that all of the provisions of this Agreement and the terms of processing his/her personal information are understood by him/her, and expresses his/her consent with the terms of processing his/her personal information without reservation or limitation. The Users consent to the processing of his/her personal information is specific, informed, and conscious.