USER AGREEMENT


State Federal Company "The Moscow Kremlin Museum"
1. DEFINITION OF TERMS

1.1. A Bank Card shall be a financial instrument to carry out the operations of its designated holder, with monetary funds held at the bank which issued the card, in accordance with Russian law and according to the card-holder agreement of the issuing bank.
1.2. A Ticket is a document issued on serial-numbered ticket stock paper, which gives the right of admission to the Event.
1.3. Refund - is a designated procedure within the terms of this Agreement by which the customer's payment shall be returned to the customer's Bank Card.
1.4. An Order constitutes the selection by the customer of one or more tickets to one Event from the booking system, which are then allocated a single identification number, on the basis of which the chosen (booked) tickets are taken off general sale in the System.
1.5. The Museum Ticket Office is the ticket office of the Moscow Kremlin Museums for sale of tickets.
1.6. The Customer (the User) is a private individual, who is over the age of 18 or is the duly empowered representative of a private individual using a Bank Card under an Agreement with the issuing bank, and has completed Registration on the Website, and is using the Website for the information and purchase of Tickets.
1.7. The Event is a scientific and educational event, including visiting the exhibitions and sites of the Museum; concerts in the Museum's halls or in the open air; excursions; and similar other events to which admission may only be gained by holding an admission Ticket.
1.8. The Payment is the transfer of money amounting to the price of the Order to the Museum's bank account by using a Bank Card.
1.9. The System (the Payment System) is an interlinked group of organisations, doing business with each other on the basis of legal contracts, and incorporating the software, hardware and technical facilities of 'TicketNet', to provide the exchange of information and technology necessary to settle the accounts between the 'Buyers' and 'Sellers'.
1.10. Payment of the Order is confirmation by the System of the fact that funds have been debited from the Customer's Bank Card.
1.11. Purchase means the act of payment for the Order, as confirmed by a Voucher that will be exchanged for tickets at the Museum Ticket Office, for no additional fee.
1.12. Site means the the Museum's website accessible at the url address www.kreml.ru, containing information abut the museum and making online Ticket booking available.
1.13. Agreement means the User Agreement which you are reading now.
1.14. Voucher means a document in either electronic format or printed on paper, confirming the fact that the customer has paid for tickets on the site. The Voucher is not in itself a Ticket, and does not give admission to the Event. The Voucher must be exchanged for the ordered Tickets at the Museum Ticket Office on the day of the Event.
1.15. The Order Price is determined by both parties for each individual order based on the prevailing Museum Prices at the moment the Order was made on the site.
1.16. The Parties are understood to be the Museum, and the Customer.
1.17. The Museum shall mean The Moscow Kremlin Museum
1.18. The Terms of the payment system are a set of documents regulating the operation of payments made through the VISA and MasterCard systems.
2. THE SUBJECT OF THE AGREEMENT
2.1. This Agreement regulates the Customer's actions in obtaining information and making an Order for the purchase of Tickets with the use of the Site.
2.2. The Agreement constitutes a contract between the Customer and the Museum (hereafter called The Party and The Parties), and regulates the use of the Museum Site by the Customer.
2.3. The words and text which appear in this Agreement with capitalised initial letters, if not defined within the text by any other means, shall have the exact meaning assigned to them in Section 1 of the Agreement.
3. THE POINT AT WHICH THIS AGREEMENT COMES INTO FORCE
3.1. This Agreement comes into force at the moment when the 'Order' button on the site is pressed during the process of booking tickets.
3.2. The Museum reserves the right to amend this Agreement without further notice to the Customer, and advises the Customer (and the Customer acknowledges and agrees) that for every new Order the Customer must acquaint themselves with the text of the Agreement for the possibility of new conditions. The text of the Agreement is permanently displayed on-line at the Museum's Site at the url http://tickets.kreml.ru.
3.3 The Customer's agreement to the terms of this Agreement shall be considered given by confirming their e-mail address in the registration form when booking Tickets.
4. REGISTRATION
4.1. Registration for the Site:
The Customer must complete all fields of the registration form (electronic application form) on the Site when booking Tickets.
4.2. The Customer must:
- give a valid e-mail address, which belongs to them
- give a valid telephone number, which belongs to them
- give the full passport name of the recipient who will receive the Tickets at the Museum Ticket office
- give the confirmation code which they have received by e-mail
- give their agreement to the terms of this Agreement (see point 3.3 of this Agreement)
5. RIGHTS & OBLIGATIONS OF THE CUSTOMER
5.1. The Customer is obliged to comply in full with the terms of this Agreement
5.2. The Customer has the right to make Orders on the site, or request refunds in accordance with the terms of this Agreement.
5.3. The Customer has no right to reproduce, repeat, copy, re-sell, display on other sites, or to use for commercial or advertising purposes any of the information on the Site, including information on the Site about the sale or prices of Tickets.
5.4. The Customer may secure admission to Events by using Tickets, which are issued at the Museum Ticket Office in exchange for Vouchers.
6. RIGHTS & OBLIGATIONS OF THE MUSEUM
6.1. The Museum shall provide the Customer with the opportunity to Book Tickets through the Museum Site, or to return them according to the prescribed process in this Agreement.
6.2. The Museum is obliged to display on its Site the prices for all Tickets which are available for Order. Ordering Tickets for individuals who are entitled to discounts (on the basis of age, profession or status) cannot be booked on the Site.
6.3. The Museum has the unilateral right to make changes to the prices of Tickets offered on the Site, but the price of Tickets which have already been purchased cannot be changed.
6.4. The Museum has the right to send information messages to the Customer, connected with the provision of services (including information about their Orders).
7. PROCEDURES FOR BOOKING AND/OR RETURNING TICKETS
7.1. Currency for Payments and Returns
7.1.1. The currency for funds debited from Customer Bank Cards shall be the Russian Ruble, in accordance with prevailing legislation of the Russian Federation.
7.1.2. The currency for funds refunded to Customer Bank Cards shall be the Russian Ruble, in accordance with prevailing legislation of the Russian Federation.
7.2. The procedure for making purchases using a Bank Card in payment
7.2.1. After selecting the desired Tickets, the Customer should proceed to completing an Order, by pressing the "Order" button, and then go through the steps that follow to complete their Order.
7.2.2. At any moment prior to final confirmation of the order and making their payment, the Customer has the right not to proceed with their unpaid Orders, if they find that any of the terms of the Agreement are not acceptable to them.
7.2.3. When making payment for their Order, the Customer will be automatically redirected to the System site, where the validity of their Bank Card will be verified.
Provided that the card is verified and the Payment is confirmed, the Customer's Bank Card will be debited for the full sum of the Order.
In cases where payment for the Order is not completed and/or is unsuccessful, the Customer has the right to make a new Order and proceed with its Payment in accordance with the procedure outlined in point 7.2
7.2.4. If the Payment is successfully made for the Order, the Customer will receive an e-mail sent to the e-mail address which they gave during the Order process, containing a weblink to their Voucher, which must be printed-out.
7.2.5. The Voucher must be exchanged for the Tickets, which can only be printed on serially-numbered unique ticket stock paper.
The Voucher can only be exchanged for the Tickets at the Museum Ticket Office on the day of the visit.
Tickets which bear a specific time of entry (or session) can be obtained against their Voucher at the Museum Ticket Office 45 minutes before the time of entry. Other kinds of tickets can be obtained against their Vouchers no later than 45 minutes before the closing-time of the Museum.
7.2.6. In order to receive their Tickets for their Vouchers, Customers must produce an ID document which proves their identity, and a printed copy of the Voucher.
7.2.7. In the event that the Customer decides they no longer want their Order, the Customer has the right to receive a refund of the money paid during the Order in accordance with the procedure outlined at point 7.7 of this Agreement.
7.3. Refusal to issue Tickets
7.3.1. The Museum has the right not to issue Tickets to a Customer if:
a) if information is received through the System of the commitment or suspected commitment of fraud in the operation of the Customer's Bank Card or Refund of Payment to the Customer's Bank Card.
b) if the Tickets specified in the Order were issued to the Customer previously
c) if the identity of the recipient of the Tickets cannot be proven
d) a refund of the Payment for the Order for the Order value was made to the Customer prior to the moment of the Customer's attempt to claim the Ticket for use
e) there is a mismatch between the Customer's personal identification details (Surname, Forename, Other Names) mentioned in the Voucher and their personal details as given in their ID Document.
7.3.2. The Parties have agreed that in the event of the Museum refusing to issue tickets to the Customer according to the procedure given in point 7.3.1. of this Agreement the fact of Customer's not receiving the Tickets booked in the Order will be treated by the Customer and Museum as non-issue of the tickets due to Customer fault, and therefore the Museum is absolved of any responsibility to make a Refund to the Customer of the Payment in connection with such an Order.
7.3.3. If the Customer has not physically received their Tickets by the expiration of the period specified in point 7.2.5, this situation shall give the Museum due cause to terminate its obligations in accordance with the Agreement in a unilateral manner and consider that its responsibility to the Customer was discharged in full.
7.4. Security of Payments
7.4.1. The Customer is required to make payments using only their own Bank Card.
7.4.2. Secure payment is assured by the Uniteller wwwunitellerru processing center (paragraph 7.6.2.) specified in this Agreement.
7.5 Order Cancellation
7.5.1. The Museum has the right to cancel Orders made in circumstances described in point 7.2.7 of this Agreement.
7.5.2. The Museum has the right to cancel Orders in cases where no confirmation of successful Payment is given by the System, within 2 (two) hours after the Customer's Order on the Site.
7.5.3. The Museum has the right to cancel Orders in the event of a technical breakdown of the computer software system during the process of making the Order. In such cases the cost of the Order will be returned to the Bank Card which was used to make Payment in accordance with the procedure details at point 7.7.2.2 of this Agreement.
7.6 Informational Support for the Customer.
7.6.1. In the event of questions arising which are not connected with Payments, the Customer can call the Museum on the following telephone numbers +7 (495) 697-46-11; 7 (495) 695-41-46; 7 (495) 697-48-11 (daily from 10:00 to 17:00) or contact the Museum by e-mail at: tickets-online@kremlin.museum.ru
7.6.2. For all questions, complaints or suggestions connected with the Bank Card Payment System, Customers should contact the Uniteller Customer Support Service Centre at support@uniteller.ru or by calling 8 800 100 1960.
7.7. Procedure for Refunds
7.7.1. The procedure for Payment refund when requested by the Cuystomer exchanging their Voucher for a Ticket at the Museum Ticket Office.
7.7.1.1. Payment Refund for paid Orders can only be processed by application through the Museum Site using the Bank Card, and cannot be made by the Museum Ticket Office.
7.7.1.2. In order to make application for a Payment Refund, the Customer must complete an electronic Application (see the link titled "Refund Application" to download this in MS-Office format, in the Information section) and send the completed Application by email to tickets-vozvrat@kremlin.museum.ru
7.7.1.3. Processing of applications for Payment Refund takes place on working days from 10am to 5pm, Moscow Time. Applications are accepted by the Museum only after the Customer has completed the full procedure which is listed at 7.7.1.2 of this Agreement.
7.7.1.4. In cases where the Refund Application is received by the Museum less than 3 (three) hours before the published start-time of the Event in question, the Museum reserves the right not to make a Refund in this case.
7.7.1.5. In cases where the Refund Application is received by the Museum for a Group Excursion Visit less than 3 (three) hours before the published start-time of the Excursion, the Museum reserves the right not to make a Refund in this case.
7.7.2. Procedure for the Refund of the cost of Tickets purchased by Bank Card on the Site and received at the Museum Ticket Office.
7.7.2.1. Registration of Refunds can only be made at the Museum Ticket Office.
7.7.2.2. Refund of the price of the Ticket can only be made directly onto the Bank Card with which the Payment was made.
7.7.2.3. In order to make a refund of the Ticket price the Customer must complete an Application (which is given out at the Ticket office) in which they state: their full name as in their passport; the Voucher number; their passport number; their e-mail address; the number of the Bank Card with which payment was made; the date they made the order; the total value of the Order, the number of their ticket.
In order for the Refund Process to go ahead, the Customer must present an ID document and their Ticket.
7.7.3. Procedure for Ticket Refund if initiated by the Museum.
7.7.3.1. If the Ticket Refund is prompted by the cancellation of the Event, or in the case of a change in the Event, if the tickets are valid for refund, and similarly in the case of technical breakdown which causes the incorrect creation of the Order or the Payment for it, the Museum will carry out the Cancellation of the Order and refund the Customer their Payment in full.
7.7.4. The Parties come to agreement that Refund of the Payment by the Museum of the corresponding Order in accordance with the conditions of this Agrement and/or the Regulations of International Payment Systems and Russian legislation will be treated by the Parties as an incident which provides sufficient grounds for the Museum to terminate its responsibilities under this Agreement and consider that its responsibility to the Customer has been satisfied in full.
7.8. The Date of the Payment Refund
The date of the Payment Refund is considered to be the date on which the funds are debited from the Museum's bank account.The Museum cannot accept responsibility for the further transference of these funds once debited.
8. CONFIDENTIALITY OF INFORMATION
8.1. The Museum is under obligation not to disclose the information it receives from Customers. It is not considered an infringement of the Museum's obligations to provide the information to persons acting under contract to the Museum in order to fulfill their responsibilities to the Customer. The Museum provides access to Customers' personal data only to its employees, contractors and agents who require this information for the correct functioning of the Site and the provision of the services it offers to the Customer.
8.2. The processing of Customers' personal data shall be handled in accordance with the requirements of the legislation of the Russian Federation. The Museum process the Customer's personal data in order to provide services to the Customer, and for the checking, research and analysis of such data that are needed to communicate with Customers. The Museum pursues all necessary measures to keep Customer's personal data secure from unauthorised access, distribution, alteration, disclosure, or destruction.
8.3. In giving their agreement to the User Agreement on the Site, the Customer agrees to the processing of the personal data using both automated systems or without such automation, including the collection, systematisation, accumulation, storage, refining, use, distribution (including transmission), depersonalization, blocking, destruction of personal data provided by the Customer in connection with this Agreement, as well as other processes provided for under Russian Federal Law of 27.07.2006 № 152-FZ "On Personal Data".
8.4. The Museum does not verify the authenticity of Customer's personal data, nor does it verify their validity, and relies upon the Customer to provide reliable and acceptable personal information in answer to the questions given in the Registration Form, and to keep this information up to date. The responsibility for the accuracy or inaccuracy of the information given, and possible consequences arising from this lies with the Customer.
8.5. The Museum reserves the right to use information provided under the User Agreement, including personal data, in order to comply with relevant Federal Russian Law (including the prevention and/or deterrence of illegal and/or unlawful acts on the part of the Customer). Disclosure of Customer information shall be be made only in accordance with prevailing legislation when enforced by a Court Order, law enforcement officer, or in other such cases as provided for in law.
9. LIMITED LIABILITY
9.1. Customers shall use the Site and the functions which it offers at their own risk. The Museum cannot accept responsibility if the Site fails to conform to the Customer's ends or expectations.
9.2. The Museum cannot accept responsibility for any agreements made by the Customer with third parties.
9.3. The Museum retains the right unilaterally to terminate the operation of the Site or sections of the Site or its functions without prior warning to the Customers. The Museum may not be held liable for the temporary or permanent discontinuation of the Site's operations.
9.4. The Museum will make all possible efforts to ensure normal operation of the Site, but the Museum shall not be liable for any failure or shortcoming in carrying out its responsibilities to the Customer, including the payment of damages, which arise because of inability to use the Site.
9.5 In the event of force-majeure circumstances, and similarly accidents or breakdowns in the hardware-software set-ups of third parties collaborating with the Museum, or the actions (or failures to act) of third parties which conspire at the cessation or limitation of function of the Site, the Site's operation may be shut down without prior notification to Customers.
9.6. The Museum is not responsible for the timing of Payments made to banks or other organisations, including the timing of refunds of Customer Payments.
9.7. Regardless of the circumstances, the responsibilities of the Museum to the customer are strictly limited to the cost of the Tickets for which the Customer made Payment.
9.8. The Parties are absolved from liability for complete or partial failure to complete their obligations if such failure was occasioned by force majeure circumstances which arose after the Agreement entered into force, or as a result of extraordinary or emergency incidents which were unforeseeable by the Parties and which they could not reasonably prevent.
9.9. The Museum shall not be responsible for any disagreements arising between the Customer and the System and/or any Credit institutions over the issue of payment dispute.
10. FINAL CONDITIONS
10.1. This document constitute the full Agreement between the Customer and the Museum which defines the terms of use of the Site. In case of dispute, the text of the Agreement which is posted on the Site shall have priority over any other text of the Agreement.
10.2. In any circumstances arising between the Customer and the Museum which are not specifically provided for in this Agreement, the Law of the Russian Federation shall govern such cases.
10.3. In the case of dispute or disagreement occasioned by the Agreement and its scope of action, the Museum and the Customer shall make every effort to resolve such disagreement by negotiations. In case such negotiations fail to settle the dispute, then resort may be made to the Moscow Court of Arbitration.
10.4. The Customer hereby confirms that they have read and accept in full, without any further conditions whatseover, the Agreement, and undertakes to comply fully with the conditions and regulations of the Agreement in all their dealings with the Museum.