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Public offer to conclude the service contract

Moscow

This Public offer (hereinafter referred to as the «Offer») pursuant to clause 2, art. 437 of the Civil Code of the Russian Federation (hereinafter referred to as the «RF CC») is an official offer of the Limited Liability Company «New Travel Technologies» (the abbreviated name — LLC «NTT»), represented by the General Director Viktor Viktorovich Lukash, acting on the basis of the Charter (hereinafter referred to as the «Operator»), to conclude the Service contract (hereinafter referred to as the «Contract») with the legally capable individual (hereinafter referred to as the «Client») on the terms as prescribed herein.

The present document is a public offer pursuant to art. 435 and part 2, art. 437 of the RF CC.

The Client and the Operator are hereinafter jointly referred to as the «Parties» and individually as the «Party».

The Offer comes into effect from the date of its publication on the Website https://www.tutu.ru/ in the Internet (hereinafter referred to as the «Website») at the address: https://www.tutu.ru/2read/legal_information/general_oferta/. The Operator reserves the right to amend the terms of the Offer and/or revoke the Offer anytime at its discretion without any special notification sent to the Client. The amendments made to the Offer by the Operator shall become effective from the date of their placement at https://www.tutu.ru/2read/legal_information/general_oferta/, if another amendment effective date is not additionally defined at placement. All the Appendices to the Offer shall become its indispensable part.

CONCLUSION OF THE CONTRACT

Pursuant to art. 434, 435, 438 of the RF CC, the Contract is concluded when the Offer is accepted by the Client, i.e. when the Client fully and irrevocably accepts the terms of the Offer.

The Client’ Offer acceptance pursuant to art. 438 of the RF CC is carried as follows:

— clicking by the Client at the stage of ordering on the Website or in the application installed on the mobile device (hereinafter referred to as the «Mobile Application») of the corresponding button for going to the next page of ordering or for payment or booking on the Website or in the Mobile Application.

The Contract is deemed concluded when the Operator receives the Offer accepted by the Client. The place of Contract is Moscow.

The Client must be familiarized with all the terms of the Offer before accepting it. By accepting the Offer, the Client acknowledges and agrees to all the terms of the Offer as used therein and is considered to be the person who entered into the contractual relations with the Operator in accordance with the RF CC. The Contract is deemed concluded pursuant to art. 434, 435, 438 of the RF CC in a written form on the terms of the Offer and equals to the Contract concluded by and between the Parties. By accepting the terms of the Offer, the Client acknowledges his/her legal capacity and financial solvency in full and is also aware of the liability for the obligations imposed on him/her at Contract conclusion.

1. TERMS AND DEFINITIONS

Order — a request for services chosen by the Client on the Website or in the Mobile Application and defined in the corresponding Appendices to the Offer, duly executed and generated by the Client via the Website or in the Mobile Application.

Client — a legal individual person aged 18 who concluded the Contract and placed the Order to get the services specified on the Website or in the Mobile Application agreed by the Parties in the corresponding Appendices to the Offer, and their further acquisition in his/her name or on behalf of a third party (hereinafter referred to as the «Third Parties») for personal, domestic, and other needs not related to business activities.

Personal Account — an individual Client’s section on the Website or in the Mobile Application protected by the authorization criteria where the information on the Order is stored, access to which is provided by input of the identification data (login and password). The Personal Account is automatically linked to the e-mail address of the Client after the Order is made on the Website or in the Mobile Application, or after the registration of the Client on the Website or in the Mobile Application.

Login and Password — typesetting of the Latin letters and figures, required to access the Personal Account, which in combination serves as Client’s identification data. The actions performed using the Login and Password of the Client shall be viewed as the Client’s actions.

Mobile Application — a computer program aimed at installing and using it on the mobile device (a tablet, a cell phone, a smart phone, a communicator or another device which allows to use the Mobile Application for its functional purposes) which allows the Client to get access to the Website and perform actions there under the Offer.

Service Provider(s) — carriers, charterers, organizations that provide services for temporary accommodation and stay, trip organizers.

Website https://www.tutu.ru/ (hereinafter referred to as the «Website») — an independent complex multimedia object as defined in art. 1260 of the RF CC, the modules and cross-modular components of which are used by the Operator on legal grounds for rendering the services as provided for by the purposes of the Offer as well as the license and technical restrictions. The Website represents a combination of interconnected texts, graphic elements, photo and video materials, software, including the cross-platform client/server applications, software modules, databases, web-pages, cross-modular components and other elements, algorithmically combined on the thematic, technical and functional criteria and intended to bring the information to the public knowledge, to receive the information, for the exchange and other functions in the Internet network by applying to the domains or subdomains of tutu.ru. For the purpose of the Offer, the domain (the «domain name») shall mean the unique Internet address used by the Operator on legal grounds which serves to provide the Client with the access to the Website and software modules correspondingly.

The administrator of the domain name tutu.ru is LLC «NTT».

2. SUBJECT OF THE OFFER

2.1. The Operator undertakes to render the following services to the Client depending on the Order parameters via the Website or the Mobile Application:

— on providing the Client, according to the data and search parameters of the Client and the filters applied by him/her during the search query in the online mode, with the technical capability to use the services hosted on the Website or in the Mobile Application in order to:

  • generate the Order and its payment, book the selected E-ticket for various modes of transport and/or rooms in a hotel or other accommodation facility;

  • refund or exchange E-tickets, rooms in hotels or other accommodation facilities, or optionally purchase additional services, both in a single Order and separately for a specific type of transport;

  • refund or exchange E-tickets, rooms in hotels or other accommodation facilities, or optionally purchase additional services, both in a single Order and separately for a specific type of transport;

— provide customer support in the form of services rendered through the contact center using various communication channels: by phone numbers given in the relevant Appendices to the Offer, SMS messages, messengers, social networks, feedback form, e-mail channel, web chat, including:

  • making changes in the Order at the Client's request and in accordance with the conditions agreed by the Parties in the relevant Appendices to the Offer (issuance of refund, exchange of tickets, rooms in hotels or other accommodation facilities, inclusion/exclusion of additional services),

as well as other services agreed by the Parties in the relevant Appendices to the Offer in accordance with the Order of the Client, and the Client undertakes to accept and pay for the services provided by the Operator. The Operator has a right to engage the third parties in rendering the services specified in this clause. The Operator shall be responsible for the actions of the third parties as for its own actions.

The Client independently determines the Order parameters.

2.1.1. The Operator charges the Client for the cost of the Operator's services for the provision by the Operator of the services specified in clause 2.1 of the Offer (hereinafter referred to as "Service Charge") to the Client. The Service Charge is non-refundable, except for the cases specified in the relevant Appendices to the Offer.

2.1.1.1. By accepting the Offer, the Client understands and agrees with the services that the Operator provides to the Client in accordance with clause 2.1. of the Offer.

By making payment of the Order or when booking, if such an option is provided by the Website or the Mobile Application, the Client agrees to the cost of the Service Charge set out on the Website or in the Mobile Application when placing the Order.

If the Client does not agree with the services that the Operator provides to the Client in accordance with clause 2.1. of the Offer, and with the cost of the Service Charge, then the Client has the right to refuse to pay the Service Charge and issue a ticket or book a room in a hotel or other accommodation facility directly from Service Providers without using the Website / Mobile Application.

2.2. The types of services to be rendered by the Operator to the Client under the Order as well as their cost, terms and other material conditions of rendering the services by the Operator to the Client are set forth in the relevant Appendices to the Offer being an indispensable part of the Offer (hereinafter referred to as the «Appendices» or «Appendix»).

2.3. All the contracts of passenger transportation shall be directly concluded by and between the Client and/or the passenger and the carriers which provide the corresponding passenger transportation services. The services for temporary accommodation and stay are provided by the relevant Service Providers.

The Operator, when handling the Order, shall act neither as a seller of e-tickets nor as a travel operator or a travel agent, shall not be liable for any other travel segments of the Client or a Third Party, such as obtaining a visa or other permits to depart, authentication, receipt and availability of identification documents of the Client or a Third Party, certificates of insurance, transfer, accommodation at a hotel, flights by various carriers and connecting flights, as well as other circumstances.

3. RIGTHS AND OBLIGATIONS OF THE PARTIES

3.1. The Operator shall:

3.1.1. Render the services to the Client, specified in cl. 2.1. of the Offer, duly and in time, according to the Order exactly made by the Client via the Website or the Mobile Application, and execute any necessary documents pursuant to the applicable legislation of the Russian Federation and the rules set by the relevant Service Providers (hereinafter referred to as the «Document» or «Documents»);

3.1.2. Provide necessary information and technical capability to the Client via the Website or the Mobile Application to use them and the services placed on them to get the services specified in the corresponding Appendices to the Offer;

3.1.3. When ordering, provide the Client, by posting on the Website or in the Mobile Application, with the information in the form in which it was provided by the Service Providers, about the terms of carriage or temporary accommodation and stay, the information which refers to the terms for concluding or amending the contract of carriage or temporary accommodation and stay, the rules of tariffs application of the corresponding Service Providers and other necessary information;

3.1.4. Provide the Client with access to the Personal Account.

3.2. The Operator has the right to:

3.2.1. Charge, in accordance with section 5 of the Offer, the Service Charge for the provision by the Operator to the Client of the services specified in clause 2.1. of the Offer. The Service Charge is not refundable except for the cases specified in the relevant Appendices to the Offer;

3.2.2. Reject to make the Order, to cancel the Order on reasonable grounds, including in case of lack of information necessary to render the services specified in cl. 2.1. of the Offer, the signs of fraudulent transactions with plastic cards, failure to complete the Order and/or pay for the Order by the Client, cancellation of reservation of the services by the corresponding Service Providers, as well as in other cases;

3.2.3. Deny the Client access to the Website and/or the Mobile Application any time when he/she violates legal claims of the Service Providers or performs other illegal actions. In this case the Operator shall not be liable for potential impact of this decision;

3.2.4. Make any changes to the Website or the Mobile Application, suspend their work if any major defects, errors and faults are found, as well as for maintenance and to prevent the unauthorized access to the Website or the Mobile Application;

3.2.5. Assist the Client through the customer support by the phone numbers stated in the relevant Appendices to the Offer.

3.3. The Client shall:

3.3.1. Pay the cost of the Order, the Service Charge stipulated in the relevant Appendices to the Offer, in the amount, pursuant to the procedure and terms set forth in section 5 of the Offer;

3.3.2. Make the Order on the Website or in the Mobile Application under section 4 of the Offer;

3.3.3. Inform the Operator in time about the necessity to cancel the Order or amend it according to the procedure set forth in the relevant Appendices to the Offer;

3.3.4. Check the Documents on the Order received at the e-mail address stated by the Client when making the Order, for potential mistakes immediately after the Documents are sent by the Operator, and immediately notify the Operator on the revealed mistakes;

3.3.5. Specify his/her own authentic personal information when making the Order and personal information of the Third Parties. If the Client provides false information when making the Order, he/she bears the risk of denial to render the services by the Service Providers;

3.3.6. Independently read the terms of the Offer, requirements of the customs, passport, visa and another control of the countries on the selected route, including the ones which refer to the validity of identification documents, and the rules of luggage, cargo and values transportation, booking and the tariffs of the Service Providers, among them the conditions of exchange/return of the services in the Order and the applicable penalties established by the corresponding Service Providers, read the terms of the contract concluded with the Service Provider, and other terms. In addition, the Client shall inform all the Third Parties by himself/herself, for whom the services selected by the Client on the Website or in the Mobile Application are reserved, executed and acquired, about the content of this clause of the Offer;

3.3.7. Not inform the Third Parties the Login and Password necessary to access the Personal Account and take measures to keep this information in secret. If the Client suspects that the Login or Password are insecure, or that the third parties can get the unauthorized access to them, the Client shall immediately change his/her password using the Personal Account.

3.4. The Client has the right to:

3.4.1. Get necessary information on the Order from the customer support of the Operator by the phone numbers stated in the relevant Appendices to the Offer.

4. GENERAL PROCEDURE FOR MAKING, AMENDING AND CANCELLING THE ORDER

4.1. The Client gets to know about all the terms of the Order in the process of making it on the Website or in the Mobile Application. In case if the Client doesn’t understand any terms of the Order, including the terms of refund, the Client shall clarify the necessary information with the Operator before making the Order by the phone numbers stated in the Appendices to the Offer or through the feedback form on the Website or in the Mobile Application.

4.2. The Client makes the Order on the Website or in the Mobile Application himself by choosing the necessary types of services.

4.3. After reading the terms of services, the Client shall correctly fill in the columns marked as «obligatory to fill in» on the Website or in the Mobile Application. At that the Client shall be liable for accuracy, completeness and authenticity of the specified information.

4.4. The Orders made on the Website or in the Mobile Application shall be final and due. All the terms of the Order including any amendments to the made Orders, cancellation of the Order as well as other terms thereof shall be regulated by the relevant Appendices to the Offer, the rules of tariffs application of the Service Providers, existing laws of the Russian Federation and the applicable international rules.

4.5. If the Order is changed/cancelled after it is made, the relevant rules of the Service Providers shall apply in each particular case, the Client shall pay all the fines stipulated for by the rules of the Service Providers and the Service Charge of the Operator.

4.6. If there is any conflict between the information indicated in the Document sent by the Operator to the e-mail address of the Client specified when making the Order and the information indicated in e-mail and SMS messages sent by the Operator to the e-mail address and the phone number of the Client specified when making the Order correspondingly, the Client shall be governed by the information indicated in the Document sent by the Operator to the e-mail address specified by the Client when ordering or on the Website of the corresponding Service Provider.

5. SETTLEMENT PROCEDURE

5.1. The cost of the Order shall be determined when making the Order and may comprise the Service Charge specified in the relevant Appendices to the Offer. The final Order price shall be represented in Russian rubles.

The Service Charge, charged by the Operator for the services rendered to the Client under the Offer, shall include VAT according to the rate set in the Tax Code of the Russian Federation.

5.2. The Order shall be paid in one of the ways offered on the Website or in the Mobile Application. Payments shall be accepted by the payment systems which may reject to effect payment.

In the case the Client uses a gift certificate or a refund certificate when paying for the Order, the Client, accepting the terms of the Offer, expresses his/her will to offset the advance paid against the payment of the Order price for the services of the Operator. At that the Client accepting the terms of the Offer, confirms that he/she is acquainted with and agrees to the Rules of acquiring and using the certificates placed on the Website at https://www.tutu.ru/2read/legal_information/sertificat/.

5.2.1. Specific features of the Order payment by a bank card: The Order payment shall be made by bank cards Visa, Visa Electron, MasterCard, Maestro of the Visa and MasterCard payment systems and the bank card of the Mir national payment system.

Payment by a bank card shall be made after verification and confirmation of the Order by redirecting to the payment gate.

The Client guarantees that he/she is a holder of the bank card used for the Order payment and that he/she is fully liable for the breach of this guarantee before the Operator. It is forbidden to pay for the Order with a bank card of which the Client is not a holder.

When the Client — the card holder pays for the Order, he/she inserts the following details of the bank card: the number of the bank card (without spaces), name and surname of the card holder, card validity, card verification number (CVV2 for Visa or СVС2 for MasterCard or MirAccept security code for MIR).

This information is transmitted observing all necessary security measures. The payment gate complies with the international security standards of Visa and MasterCard systems, safety requirements of the Mir system and high-reliability standard PCI DSS 3.1.

The confidential character of the details and payments specified by the Client shall be guaranteed by the secure data mode (SSL).

If the issuing bank of the Client supports the 3D Secure technology, then, according to the requirements of the mentioned technology, the issuing bank may require additional verification from the Client — the card holder — at the Order payment. The necessity of additional identification and its method shall be defined by the issuing bank or the payment gate.

If the currency of the Client’s bank card is not Russian rubles, the issuing bank of the Client’s card converts the funds into the currency of the Russian Federation at its internal rate, thus, the price in the card currency may differ from the final Order price. By paying, the Client agrees that, prior to the payment, he/she has familiarized him-/herself with the internal rate of the card issuing bank and with the bank fee for currency conversion, as well as with the final Order price in the card currency.

Payment is considered as made after authorization of the Client’s bank card by the issuing bank.

5.3. The Operator reserves the right to demand additional identification documents from the Client to confirm the competence of using the bank card and for other purposes.

5.4. When making payment for the Order or when booking, if such an opportunity is provided on the Website or in the Mobile Application, the Client approves of the Offer, confirms the correctness of the inserted personal information and the information of the Third Parties, his/her awareness of the information placed on the Website or in the Mobile Application, agrees with the final Order price which may include the Service Charge, the amount of the Service Charge, the terms of refund or exchange of tickets or special terms of refund. The Client also confirms his/her consent to all the details of the trip, including the date, time, or terms of temporary accommodation and stay, including the dates of the expected arrival and departure, information about the room category, bed configuration, information about prepayment (if any), terms and conditions on the possibility and timing of cancelling booking of the services for temporary accommodation and stay, the consequences of late cancellation and no-show of the user of the services for temporary accommodation and stay.

5.5. The Client receives the confirmation of payment for the Order in the form of an SMS message sent to the phone number stated by the Client when making the Order.

5.6. The date of fulfillment of the Client’s obligations to pay the final Order price shall be the date of crediting the money to the settlement account of the Operator.

6. LIABILITY

6.1. The Operator shall not be liable for the failure to make and/or pay for the Order as a result of:

6.1.1. errors, inaccuracy in the necessary information provided by the Client;

6.1.2. faults of the Website or the Mobile Application, including the reservation system;

6.1.3. malfunction of the computer security system of the Client.

6.2. The Operator may deprive the Client of access to the Website and/or the Mobile Application any time for no reason. In this case the Operator shall not be liable for any possible effect of such a decision.

6.3. The Operator shall not be liable for the breach by the Client and/or the Third Party of requirements of the air, customs and border law, the rules of passport, visa and another control of the countries on the selected route, including the ones which refer to the validity of identification documents, the rules of luggage, cargo and values transportation, breach of special rules of conduct in the country of temporary residence which resulted in adverse effects for the Client and/or the Third Party and the losses.

6.4. The Operator shall not be liable for adverse effects and losses which arose with the Client and/or the Third Party as a result of events beyond its scope as well as actions (failure to act) of the third parties, i.e.:

— due to failure to fulfill its obligations, unreliability, inaccuracy and delay in the information and documents provided by the Client or breach of the Offer’s terms or requirements to the documents by the Client;

— actions of the Service Providers (change, cancellation, postponement, delay in departure of the vehicle / aircraft, quality of service), for the safety, loss or damage to the baggage, cargo, valuables and documents of the Client and / or the Third Party during the entire period of their trip or temporary accommodation and stay. In this case the Service Providers shall be liable to the Client and/or the Third Party according to the international rules and applicable law of the Russian Federation. The claims of the Third Parties shall be considered by the Services Providers on the basis of the Russian legislation and the rules of international transportation;

— actions of the customs and immigration authorities;

— due to the restriction of right of the Client and/or the Third Parties to depart from the Russian Federation by the competent authorities or another departure point by the competent authorities of the corresponding country;

— actions of the consulates of foreign states, including delays, refusal or change in terms of issue of the entry visas;

— if the Client and/or the Third Parties lack travel documents;

— for no-show or delay of the Client and/or the Third Parties to the place of departure of the vehicle/aircraft;

— for non-compliance by the Client and/or the Third Parties with the rules of conduct established by the relevant Service Provider in a vehicle/aircraft, hotel or other facility of temporary accommodation and stay;

— if the Client and/or the Third Parties don’t provide the executed foreign passports before travel (if necessary) and relevant documents which settle the issues of departure of minors. The Operator shall not be liable for collection and preparation by the Client and/or the Third Party of any documents necessary to use the services of the Service Providers. The Client and/or the Third Party assume obligations and liability to collect and prepare all the documents necessary for travel themselves, such as a visa or a valid passport, as well as the documents required for the departure of minors. The Operator shall not be liable for ignorance or breach of these requirements by the Third Party;

— authentic and correct documents being executed (their authentic content).

6.5. The Service Providers shall be liable to passengers or users of services for temporary accommodation and stay in accordance with the procedure established by the legislation of the Russian Federation, international standards, the contract of carriage or the contract for the provision of services for temporary accommodation and stay.

6.6. The Parties shall be liable for failure to fulfill or improper fulfillment of their obligations under the Offer pursuant to the applicable legislation of the Russian Federation.

6.7. The Operator shall not be liable for the actions of the third parties which resulted in fraud/loss of the Login or Password to the Personal Account as well as any expenses, damage and/or lost profit which arose with the Client in connection with the unauthorized access of the third parties to the Personal Account.

6.8. The Client which executed the Order shall be fully liable for the correctness of the travel details and personal information of the Client and/or the Third Party.

6.9. The Operator doesn’t guarantee the lack of errors in the information provided by the Service Providers to the Operator, therefore the Operator shall not be responsible for any false information specified in cl. 3.1.3. of the Offer and for the damage or losses caused to the Client or the Third Party due to the information placed on the Website or in the Mobile Application.

6.10. The Operator shall not be liable for the breach of terms of transportation services, services for temporary accommodation and stay provided by the Service Providers or their representatives, maintenance requirements and punctuality as it is the exclusive competence of the Service Providers. The Service Providers represented on the Website and/or in the Mobile Application are the independent counterparties, being neither the agents nor the Operator’s employees.

6.11. The Operator shall not be responsible for the actions, errors, violation of rules, guarantees or negligence of the Service Provider or any transportation company, company, providing temporary accommodation and residence services, as well as for harm to health, death, damage to property or any other moral and material harm or losses caused by these factors.

6.12. The Operator shall not be liable for and reimburse for expenses in case of delay or cancellation of flights, no-show, strikes, force-majeure circumstances and in any other cases beyond the direct control of the Operator. Besides, the Operator shall not be responsible for any extra charges, omissions, delay, route change, actions/failure to act by the state authorities or other authorized services and agencies.

6.13. The Operator shall not be liable for the quality and protection of the communication channels used by the Client on the Website and/or in the Mobile Application as well as for any damage caused to the Client as a result of non-quality or unprotected communication channels used by it.

7. FORCE-MAJEURE

7.1. The Parties shall be relieved from liability for improper fulfillment or failure to fulfill their obligations if force majeure circumstances occur, among them, without limitation: fire, flood, earthquake and other acts of God, military actions, strikes, terror attacks, acts of state agencies and other obstacles which neither party is responsible for and which cannot be prevented.

7.2. When the force-majeure circumstances occur, the Party which refers to such circumstances shall notify the other Party in writing within 3 days and prove the effect of force-majeure by authentic documents issued by the chamber of commerce and industry or another competent authority. Otherwise, the Party forfeits its right to refer to the mentioned circumstances as a basis of relief from liability for the failure to fulfill its obligations under the Contract.

7.3. When the force-majeure circumstances occur, the term of obligations is postponed in proportion to the period of time within which such circumstances are in effect.

8. SETTLEMENT OF DISPUTES

8.1. In case of any claims on the part of the Client, he/she shall call the customer support by the phone number stated in the relevant Appendix to the Offer or claim the Operator in writing.

8.2. All the disputes of the Parties hereunder shall be subject to court — at the choice of the plaintiff at the place of: location of the Operator; residence or stay of the plaintiff; conclusion or execution of the Contract.

8.3. Invalidation of any provision hereof by court shall not invalidate other provisions of the Contract.

9. FINAL CLAUSES

9.1. The Contract shall enter into force from acceptance of the Offer according to the section «Conclusion of the Contract» of the Offer and shall be valid within 1 (one) year.

9.2. The legislation of the Russian Federation shall apply to the relations between the Operator and the Client.

9.3. The Operator and the Client have agreed that the Operator shall not provide the Client with the invoice for the amount of the Client’s Service Charge.

Accepting the Offer, the Client agrees to all the terms of the Offer. By making payment of the Order or when booking, if such an option is provided by the Website or the Mobile Application, the Client agrees to the total amount due, including any taxes and levies.

10. DETAILS OF THE OPERATOR

Full official name: Limited Liability Company «New Travel Technologies»

Abbreviated official name: LLC «NTT»

Location: 115230, Moscow, 1st Nagatinsky proezd, 10, bldg. 1, floor 13.

Postal address: 115230, Moscow, 1st Nagatinsky proezd, 10, bldg. 1, floor 13.

OGRN: 1147746826468

INN: 7724929270

KPP: 772401001

Bank details:

Bank: «Central» Branch of VTB Bank (PJSC) in Moscow.

Settlement account 40702810300000093593

Correspondent account 30101810145250000411 in the Main Department of the Bank of Russia for the Central Federal District of Moscow

BIС: 044525411

KPP: 770943002

TIN: 7702070139

General Director Viktor Viktorovich Lukash

Appendix No. 1 (AIR E-TICKET RESERVATION: TERMS AND CONDITIONS)

Appendix No. 2 (RAILWAY E-TICKET RESERVATION: TERMS AND CONDITIONS)

Appendix No. 3 (BUS E-TICKET RESERVATION: TERMS AND CONDITIONS)

Appendix No. 4 (SERVICES FOR TEMPORARY ACCOMMODATION AND STAY RESERVATION: TERMS AND CONDITIONS)

 

Appendix No. 1

to the Public Offer to Conclude the Service Contract

Moscow

AIR E-TICKET RESERVATION: TERMS AND CONDITIONS

1. Terms and Definitions

The terms and definitions herein are limited only to the scope of this Appendix No. 1 to the Offer.

E-ticket Refund (hereinafter referred to as the «Ticket Refund») — the termination of the contract of carriage by a Client and/or a passenger.

E-ticket Booking (hereinafter referred to as the «Ticket Booking») — reservation by the Client, without paying the Order price, using the Website and/or the Mobile Application, of seats for the Client and/or passenger on the selected flight within the time allowed by the carrier to pay the Order price.

Contract of Carriage — a contract according to which the Carrier shall transport the Client and/or a passenger to the point of destination under the Contract of Carriage, providing him/her with a seat on board of the aircraft flying on the route referred to in the Ticket, and in case of air carriage of baggage, also deliver baggage to the point of destination and issue it to the Client and/or the passenger or the person authorized to claim the baggage. The carriage terms and conditions are determined by international treaties, transport rules and charters and other related laws and regulations.

Additional Services — any additional services for booking and issuing e-tickets.

Itinerary/Receipt (hereinafter referred to as «Itinerary Receipt») — an extract from the automated information system for air transportation registration, containing information about the transportation, full information about the passenger, route, electronic passenger ticket number, booking ID, etc. It is sent to the Client’s e-mail via the information and telecommunications network that he/she entered during booking, as confirmation of e-ticket purchase, as well as for his/her awareness.

E-ticket Exchange (hereinafter referred to as the «Ticket Exchange») — any modifications of e-ticket reservation by a Client and/or a Passenger (including changing the flight date, passport number or itinerary).

Passenger — a natural person in whose favor the Contract of Carriage is concluded.

Carrier (hereinafter referred to as the «Air Carrier») — a third party air carrier that carries the Client and/or a Passenger and their baggage.

Reservation System — automated reservation system, containing information on Air Carriers, charterers, flight schedules, seat availability, fares and their terms, as well as other service conditions provided by Air Carriers and charterers. The information on the Website is as presented in the reservation systems by respective service providers or their authorized representatives. The reservation system is dynamic with constantly changing or updating components, and therefore the Client shall use the Reservation System on an ‘as is’ basis, at his/her own risk and without any guarantees, conditions, obligations or representations either express or implied, permitted by applicable law.

E-ticket Price — E-ticket Price consists of the tariff and taxes (fuel and other charges).

Tariff — an amount of money for air carriage of a Client and/or a Passenger and their baggage. An Air Carrier or a Charterer is solely responsible for the Tariff amount and its terms of use.

Charter Flight — a flight performed by the Air Carrier under the aircraft charter contract (air charter).

E-ticket (hereinafter referred to as the «Air Ticket») — a document used to certify the Contract of Carriage between the Air Carrier and the Client/Passenger, in which information about air carriage of a Client/Passenger is presented in electronic form. The Air Ticket is stored in the Air Carrier’s database.

E-Voucher — an electronic document confirming the Client’s right to receive the Itinerary Receipt. E-voucher is not the Itinerary Receipt and does not replace it. It is sent to the Client’s e-mail via the information and telecommunications network that he/she entered during the reservation of a Charter Flight.

2. General Provisions

2.1. The Operator shall provide the Client with the following services under the agreements with the Air Carriers, the agents of the Air Carriers, the charterers and/or their agents via the Website and/or the Mobile Application:

— provide the information received from the Air Carriers/agents of the Air Carriers, charterers and/or their agents, and specified in clause 3.1.3 of the Offer and in clause 2.5. of this Appendix No. 1 to the Offer;

— Air Ticket booking, issuance by the Operator in accordance with the parameters specified by the Client (date, time, itinerary, number of passengers and other terms of carriage);

— acceptance of payment for the Air Ticket;

— making the Air Ticket exchange or refund.

2.2. The legal relations arising from the sale (exchange, refund) of a Russian airline’s Ticket are subject to the provisions of the Civil Code of the Russian Federation, the Air Code of the Russian Federation, the Federal Aviation Regulations «General rules for carriage of passengers, baggage and cargo by air and requirements for service of passengers, consignors and consignees», approved by the Order of the Ministry of Transport of Russia No. 82 dated 28 June 2007 (hereinafter referred to as the «Federal Aviation Regulations»), the Regulations «On formation and application of tariffs for scheduled carriage of passengers and baggage by air and for charging fees in the sphere of civil aviation», approved by the Order of the Ministry of Transport of Russia No. 155 dated 25 September 2008, and the Regulations of the Air Carrier.

The legal relations arising from the sale (exchange, refund) of a foreign airline’s Ticket for the Client who is a citizen of the Russian Federation, are subject to the Warsaw Convention Provisions, the Air Carrier’s country laws and the Regulations of the Air Carrier.

The legal relations of the parties arising from the acquisition of the Air Ticket are not subject to the Federal Law No. 132-FZ dated 24 November 1996 «On the fundamental principles of tourist activities in the Russian Federation».

The legal relations arising from the sale of Aeroexpress e-tickets are subject to the «Conditions of carriage on Aeroexpress trains for passengers, hand luggage, and baggage».

2.3. The Air Carrier is liable to the Client and/or the Passenger in the manner established by the legislation of the Russian Federation, the international regulations of air carriage, as well as the Contract of Carriage. The Air Carrier is liable to the Client and/or the Passenger for his breach of the terms of the Contract of Carriage or the Tariffs established by the Air Carrier, including changing, canceling, transferring and/or delaying the flight, canceling the Contract of Carriage and baggage loss, except when the wrong Tariff was the result of the erroneous actions of the Operator.

2.4. By accepting the terms of the Offer, the Client acknowledges and agrees that the Operator is not the Air Carrier, and that the Client and/or the Passenger enters into any Contract of Carriage directly with companies providing air transportation services — Air Carriers; and that the Air Carrier is solely responsible for providing the air carriage services to the Client and/or the Passenger, including but not limited to: the responsibility for canceling, transferring and/or delaying the flight, for the service class on a plane, etc. An Air Ticket serves as evidence of the conclusion of the Contract of Carriage between the Air Carrier and the Client and/or the Passenger.

2.5. The information about flight schedules, seat availability, tariffs as well as other Air Carrier service information is as provided by Air Carriers, agents of Air Carriers, charterers and/or their agents on the Website and/or in the Mobile Application.

2.6. The Operator has the right to charge the Service Charge of the Operator for providing the services specified in clause 2.1. of the Offer to the Client. The Service Charge is included in the final Order price and is not subject to refund to the Client under any circumstances, including the subsequent return of the E-ticket, regardless of the reasons for the refund, unless otherwise provided by promotional campaigns or provided by the current legislation of the Russian Federation. The Operator has the unconditional right to change the amount of the Service Charge.

The Service Charge for providing of the Client by the Operator with the technical capability of Booking the Air Ticket is not included in the total price of the Order, is non-refundable, while its amount is displayed when booking Air Tickets on the Website or in the Mobile Application online by the Client.

When exchanging, refunding and re-issuing the e-ticket, the Service charge, previously withheld by the Operator, is non-refundable (except as provided in clause 4.7. of this Appendix No. 1 to the Offer). The Service Charge includes VAT at the rate established by the Tax Code of the Russian Federation.

3. Placement, Payment and Confirmation of the Order

3.1. When ordering, the Client shall fill in all mandatory fields on the Website or in the Mobile Application.

3.2. The Client determines independently the parameters of the Order (date, itinerary, Tariff and other criteria), enters his/her or Passenger’s correct personal data into the appropriate fields on the Website or in the Mobile Application, checks the correctness of entered data.

The Client shall independently bear all the risks associated with absence and/or incorrectness of his/her or Passenger’s personal data as well as with improper notification of Passengers on the conclusion and/or change of the terms and conditions of the Contract of Carriage.

In addition to the above, the Client undertakes to familiarize him-/herself with the selected Tariff’s terms, including a refund and exchange of the Ticket, penalties and fees established by the respective Air Carrier and the Offer, before the completion of the reservation and before proceeding to the payment step on the Website or in the Mobile Application.

3.3. If the Client believes that the information provided on the Website or in the Mobile Application during the ticket reservation is not sufficient, he/she shall contact the support service by phone: +7 499 715-43-05 (24/7) for additional information or using the customer feedback form on the Website or in the Mobile Application.

3.4. When ordering, the Client shall notify the Operator by phone +7 499 715-43-05 or e-mail: avia@tutu.ru about the special carriage conditions of the Client and/or the Passenger, their baggage, additional carriage circumstances, including those specified in the clause 25 of the Federal Aviation Regulations (carriage of unaccompanied minors, persons with disabilities, animals, changing in terms for carriage of baggage and other conditions). The Order will be cancelled, if the Client refuses to provide information necessary for ordering.

3.5. The Client is solely responsible for the Air Carrier’s refusal to Book the Air Tickets, conclude the Contract of Carriage or to exchange or refund the Air Ticket because of the absence and/or incorrectness of personal data of the persons in whose favor the air carriage services are ordered.

3.6. When the Client books the Air Tickets without paying the Order price, the Client shall pay the Service Charge for providing to the Client by the Operator with the technical possibility of Booking the Air Ticket. Within 24 (twenty-four) hours after the Client pays the Service Charge for providing by the Operator with the technical possibility of Booking the Air Ticket, the Operator shall send a confirmation of booking the Air Ticket to the Client’s e-mail address specified when ordering.

The confirmation of the Air Ticket Booking sent by the Operator to the Client is not the time point of the Air Ticket ordering and does not impose any obligations on the Carrier, except for assigning the reserved seats to the Client and/or the Passenger until the time for payment of the Order price specified in the Ticket booking confirmation expires.

If the cost of the Order is not paid by the Client within the time specified in the Air Ticket booking confirmation, the Booking shall be canceled. The Service Charge for providing the Client by the Operator with the technical possibility of Booking the Air Ticket is non-refundable.

3.6.1. In case if the Air Carrier cancels the flight for which the Client has booked Air Tickets, the Booking is canceled. The Service Charge for providing the Client by the Operator with the technical capability of Booking the Air Ticket is non-refundable.

3.7. The total Order price is displayed when placing the Order on the Website or in the Mobile Application online and includes the E-ticket Price and the Service Charge, the cost of the Additional Services.

When paying for the Order, the Client or the Passenger enters into civil-law relations with the Air Carrier, under the Contract of Carriage.

3.8. When Booking Air Tickets or paying for the Order, the Client confirms the correctness of his or Passenger’s personal data, the familiarization with the information posted on the Website and/or in the Mobile Application, accepts the final price of the Order, including the Service Charge, the terms of the IATA contract, the terms of the Tariff, exchange and refund of the Air Ticket, and the terms of the Offer.

3.9. Within 24 (twenty-four) hours after payment of the Order, the Operator shall send to the Client’s e-mail, specified during ordering, the information about the Additional Services and the Itinerary Receipt as well as send them to the Personal Account of the Client, except when ordering the Charter flights. Information about ordering the Charter flights is available in clause 3.14. of this Appendix No. 1 to the Offer.

3.10. After payment of the Order, the Client is obliged to check the Itinerary Receipt and/or the E-voucher and/or flight data, including the following: passport data, date (day and month) of departure and arrival, correctness of the name and surname, including compliance of their transliteration in the Itinerary Receipt and/or the E-voucher with those in the identity documents (international passport), arrival/departure points, including airports (geographical location, terminal gates). All questions related to flight information should be clarified in advance with the Operator.

3.11. After the Client pays the Service Charge for providing the Client by the Operator with the technical capability of Booking the Air Ticket or ordering using a bank card, by offset of an advance payment for Order price when using a gift certificate or a refund certificate, the Operator shall send the cash receipt in the electronic form to the Client at the e-mail address provided by him/her before the settlement, or information in the electronic form identifying the cash receipt, as well as information about the address of an information resource posted on the Internet and where the Client can download the cash receipt free of charge.

3.11.1. After the Client pays the Service Charge for providing the Client by the Operator with the technical possibility of Booking the Air Ticket or the Order, the Operator shall send to the Personal Account of the Client the reporting documents in the name of the Client and in form of the integrated delivery note with status 2 — the delivery note (act) (in the form of Appendix 1 to the Resolution No. 1137 of the Government of the Russian Federation dated 26 December 2011).

3.12. The Contract of Carriage is considered to be concluded, and the Operator’s obligations under the Contract are duly and fully performed from the moment the Itinerary Receipt was sent to the Client’s e-mail, specified during ordering, with the terms and conditions of the Contract of Carriage concluded by the Client.

3.13. The Client and/or the Passenger shall arrive at the airport’s check-in location sufficiently in advance of flight departure (no later than the time indicated by the Air Carrier) to permit completion of any check-in and baggage procedures, payment for excess baggage and/or other payable baggage, to pass the security screening and other requirements related to border, customs, sanitary, quarantine, veterinary, phytosanitary check in accordance with the law of the Russian Federation or other country of carriage, as well as arrive in advance to the gate area.

3.14. Payment and Ordering for Charter Flights

3.14.1. Within 24 (twenty-four) hours after payment of the Order for Charter flights, the Operator shall send to the Client’s e-mail, specified during ordering for Charter flights, the E-voucher for the Client and/or each Passenger confirming the Client’s right to receive an Itinerary Receipt.

The E-voucher contains flight information — airline code, flight number, date, time, city and airport of departure/arrival. The Air Carrier cannot guarantee the correctness of time specified in the timetable and in other documents. The Air Carrier has the right to transfer the Client and/or the Passenger to another air carrier, to change airports, flight numbers, plains, departure time.

The Air Carrier is not responsible for providing connecting flights.

3.14.2. The Client receives the information about changes in Charter flights at his e-mail specified during ordering. The Client and/or the Passenger shall check the airport’s online timetable and the website about possible changes in the schedule, in advance and shortly before departure.

The Client and/or the Passenger shall check the airport’s online timetable and the website about the return flight the day before the departure of the return charter flight.

3.14.3. The E-voucher is not an Itinerary Receipt and is not valid for the flight.

No later than twelve (12) hours before the departure, the Operator shall send the Itinerary Receipt to the Client’s e-mail, specified during ordering for Charter Flights.

3.14.4. Paid Air Tickets for Charter Flights are non-exchangeable and non-refundable.

If the Client and/or the Passenger refuse to be carried for any reason, the cost of the Air Ticket for Charter Flights is not refunded and the Client and/or the Passenger cannot change carriage conditions (E-voucher/Itinerary Receipt). In case of non-appearance of the Client and/or the Passenger for the first Charter Flight, the Air Carrier will cancel the Air Ticket for the return Charter Flight, and the Client and/or the Passenger will not be able to use the return flight.

4. Exchange, Refund and Reissue of the Air Ticket

Air Tickets for Charter Flights cannot be exchanged, refunded or reissued. The provisions of section 4 «Exchange, Refund and Reissue of the Air Ticket» of this Appendix No. 1 to the Offer shall not apply to Charter Flights.

4.1. The Exchange and the Refund (ticket cancellation) of the Air Ticket or the unused (partially used) Air Ticket are carried out by the Operator in cases where he/she is authorized to do so by the Air Carrier, in accordance with the Carriage, Tariff and Air Carrier’s terms and conditions. The Exchange and the Refund of the Air Ticket and the amount calculation to be refunded (or to be surcharged, in the case of the Exchange) for a foreign Air Carrier’s flight are carried out according to the rules and the country laws of this Air Carrier, as well as international laws ratified by the Air Carrier’s country, taking into account the requirements and technologies of the Billing and Settlement Plan (BSP) of IATA. Due to the fact that the Contract of Carriage is an adhesion contract, in the event of disputes and disagreements in the amount calculation to be refunded or surcharged for the Air Ticket, the Air Carrier’s rules and conditions will prevail. The Air Carrier gives a refund for the unused (partially used) Air Ticket due to his bankruptcy or termination of operating activities, caused by suspension/termination, or cancellation of the air operator certificate or licenses, is available only upon contacting the Air Carrier directly.

4.1.1. The Parties agreed that the Order might be cancelled by providing the Client with the refund certificate by the Operator to pay for the services of the Operator specified in cl. 2.1. hereof.

4.2. Air Ticket exchange:

4.2.1. The Client and/or the Passenger may exchange the Air Ticket(s) ordered and paid via the Website or the Mobile Application, if it is permitted by the Air Carrier’s rules.

4.2.2. No later than 48 (forty-eight) hours prior to departure with the Air Ticket the Client intends to change, he/she shall: send a request from the e-mail specified during ordering at avia@tutu.ru. The request should contain the following information: full name of the Client and/or the Passenger(s), who would like to exchange their Air Ticket(s), with additional comments; or from his/her Personal Account on the Website or in the Mobile Application, click on the «Request an exchange» button, correctly fill in all mandatory fields, including the full name of the Client and/or the Passenger(s), who would like to exchange their Air Ticket(s), indicate the reason for the exchange and additional comments; or call the customer support: +7 499 715 43 05 (24/7), telling the full name of the Client and/or the Passenger(s), who would like to exchange their Air Ticket(s) and indicating the reason for the exchange and additional requests.

4.2.3. In order to exchange one Air Ticket, in addition to the penalties and fees of the Tariff’s terms, the Operator shall charge the Client with the Service Charge in the amount of 1,450 (One thousand four hundred and fifty) rubles, including VAT.

4.2.4. The Operator shall request the exchange of the Air Ticket only after receiving the full payment of the calculated amount for its exchange.

4.2.5. The Client and/or the Passenger have the right to exchange the Air Ticket(s), ordered and paid via the Website or the Mobile Application, directly from the Air Carrier, if it is permitted by the Air Carrier’s rules. By doing this, the Client and/or the Passenger acknowledge and agree that they lose the possibility of any further assistance of the Operator related to a ticket exchange.

4.3. Air Ticket refund application submission:

4.3.1. The Client and/or the Passenger may get a refund for the Air Ticket(s) ordered and paid via the Website or the Mobile Application, if it is permitted by the Tariff’s terms, or in a forced event (flight cancellation, illness of a Passenger, death of a Passenger or his/her close relative, or other reasons established by a specific Air Carrier).

4.3.2. No later than 48 (forty-eight) hours prior to departure with the Air Ticket the Client intends to get a refund for, he/she shall:

log in to the Personal Account on the Website or in the Mobile Application, select the Air Ticket to refund, select the refund method (to a bank card or by issuing a refund certificate by the Operator), specify an e-mail address and click on the corresponding Send button;

or send a request from the e-mail specified during ordering at avia@tutu.ru. The request should contain the following information: full name of the Client and/or the Passenger(s), who would like to get a refund for the Air Ticket(s);

or call the customer support: +7 499 715 43 05 (24/7), telling the full name of the Client and/or the Passenger(s), who would like to get a refund for the Air Ticket(s).

The refund of the Ticket(s), and, as a consequence, the termination of the Contract(s) of Carriage, are carried out by the Operator only after additional confirmation by the Client of the refund of the Ticket(s) in one of the following ways:

a. verbally by the phone specified in the Order;

b. in writing by the e-mail specified in the Order.

4.3.3. In order to make a refund for one Air Ticket, in addition to the penalties and fees of the Tariff’s terms, the Operator shall charge the Client with the Service Charge in the amount of 950 (Nine hundred and fifty) rubles, including VAT.

4.3.4. The refund will be credited to the account of the person who paid for the Air Ticket within 30 (Thirty) calendar days.

4.3.5. When the Client returns the Air Ticket paid for by offsetting an advance payment for the Order price when using a gift certificate, a new gift certificate will be issued, while the Operator’s Service Charge and the charges established by the Tariff’s terms shall be deducted from the nominal certificate value. If part of the ticket price was paid for by offsetting an advance payment for the Order price using a gift certificate, and part with a bank card, the extra money will be refunded to the bank card, and the part paid by offset of an advance payment for the Order price using a gift certificate will be reimbursed with a gift certificate. In this case, the charges established by the Tariff’s terms and the Operator’s Service Charge shall be deducted from the nominal value of the gift certificate. Thus, the new gift certificate will be issued with a nominal value reduced by the amount of charges established by the Tariff’s terms and the Service Charge of the Operator.

If the nominal value of the gift certificate is not enough to collect the charges established by the Tariff’s terms and the Service Charge of the Operator, then the corresponding amounts shall be deducted from the amounts to be refunded to the bank card.

4.3.5.1. When the Client returns the Air Ticket paid for by offsetting an advance payment for the Order price when using a refund certificate, a new refund certificate will be issued, while the Operator’s Service Charge and the charges established by the Tariff’s terms shall be deducted from the nominal value of the refund certificate. If part of the ticket price was paid by offset of an advance payment for the Order price using a refund certificate, and part with a bank card, the extra money will be refunded to the bank card, and the part paid by offset of an advance payment for the Order price using a refund certificate will be reimbursed with a refund certificate. In this case, the charges established by the Tariff’s terms and the Service Charge of the Operator shall be deducted from the nominal value of the refund certificate. Thus, the new refund certificate will be issued with a nominal value reduced by the amount of charges established by the Tariff’s terms and the Service Charge of the Operator.

If the nominal value of the refund certificate is not enough to collect the charges established by the Tariff’s terms and the Service Charge of the Operator, the corresponding amounts shall be deducted from the amounts to be refunded to the bank card.

4.3.6. When the Client returns the Air Ticket paid for with a promotional code, a new promotional code shall not be issued, the used promotional code shall expire. If part of the Air Ticket price was paid for with a promotional code, and part with a bank card, the extra money will be refunded to the bank card, and the part paid for with the promotional code will not be refunded, while the charges established by the Tariff’s terms and the Service Charge of the Operator shall be deducted from the amounts to be refunded to the bank card.

4.4. If the Client requests a refund for a partially used ticket, the cost of the unused flight segment is calculated and refunded in accordance with the applied Tariff’s terms. The cost of the unused return segment (any subsequent segment) is usually not equal to half (or a proportional part) of the Air Ticket. In case of cancellation of subsequent segments for the non-refundable Tariffs, the funds are non-refundable. When the Client decides to cancel any flight segment, first of all, he/she shall contact the Operator for calculating the refund.

4.5. The Client and/or the Passenger have the right to get a refund for the Air Ticket(s), ordered and paid via the Website or the Mobile Application, directly from the Air Carrier, if it is permitted by the Tariff’s terms. By doing this, the Client and/or the Passenger acknowledge and agree that they lose the possibility of any further assistance of the Operator related to a ticket refund.

4.6. The Air Carrier gives a refund for the unused (partially used) Air Ticket due to his bankruptcy or termination of operating activities, caused by suspension/termination, or cancellation of the air operator certificate or licenses.

4.7. If, during ordering, the Client chose an additional service of 100% refund, which provides the Client with special refund conditions, then, when Returning the Air Ticket, the Client shall be refunded with the cost of Order he/she paid, in 100% amount (including the Operator’s Service Charge), net of the amount paid for the additional service itself. Special refund conditions shall apply only if the Client chooses this option during ordering. When the Air Ticket(s) issued with the special refund conditions are returned, the Client has a right to draft a Return Air Ticket(s) in the manner prescribed in p. 4.3.2 and p. 4.3.4 of this Appendix No. 1 to the Offer, from the moment of payment for the Order till opening online registration by the Air Carrier for the relevant flight and on condition that the Air Ticket(s) hasn’t (haven’t) been used (only one part of the flight route has been completed), at that the penalty is not applied to such a refund. Special refund conditions in connection with bankruptcy, termination of the operating activities of the Air Carrier, caused by the suspension or cancellation of the operator’s certificate, suspension/termination or cancellation of licenses shall not apply.

4.8. Air Ticket re-issuance:

4.8.1. If it is necessary to issue an additional ticket for a child up to 12 years old to the already issued Air Ticket via the Website or the Mobile Application, the Client shall send a request to avia@tutu.ru or call the customer support at +7 499 715 43 05 (24/7).

4.8.2. If an additional ticket for a child up to 12 years old is allowed by the Air Carrier, the Operator shall issue an Air Ticket in accordance with the Air Carrier’s Tariffs and taxes and charge a Service Charge of 1,450 (One thousand four hundred and fifty) rubles, including VAT, for re-issuance of an additional Air Ticket.

4.9. The Operator has the right to additionally charge the Client for re-issuance of each Air Ticket in the amount of 1,450 (One thousand four hundred and fifty) rubles (including VAT), whether it is voluntary or forced due to errors and/or inaccuracies in the provided personal data during ordering. If the correction of the personal data of the Client and/or the Passenger requires issuance of an electronic miscellaneous document (EMD) for revenue collection by the Air Carrier, the Operator has the right to additionally charge the Client with 1,450 (One thousand four hundred and fifty) rubles (including VAT) for each Ticket.

4.10. Additional Services are not subject to exchange and re-issuance. The Refund of Additional Services is possible only in the cases indicated on the Website or in the Mobile Application when ordering.

5. Personal Data

5.1. When the Client performs a set of actions on the Website or in the Mobile Application:

— ordering the services defined in this Appendix No. 1 to the Offer on the Website or in the Mobile Application;

— accepting the Offer,

the following personal data of the subject shall be processed:

— surname, name, patronymic (if any);

— gender,

— date of birth,

— identity document details (type, issuing state, series and number);

— e-mail address;

— phone number;

— place of work;

— travel information;

— bonus card details;

— Order details;

— citizenship;

— details contained in the copies of the following documents:

certificate of a health care institution, airport medical center certificate (airport ambulance record), sick leave, extract from the medical history, hospital discharge statement, extract from the ambulance call log, details of death certificate; details of the document confirming family ties and place of work;

— mobilization assignment, posting order.

5.2. The Operator shall transfer the personal data of the subject to the third parties to execute the Contract, for the purposes of:

— provision of the services specified in the Offer by the Operator to the Client;

— processing of incoming and outgoing Client requests (calls and messages) to advise the Client;

— making changes to the Client’s Order (return, exchange of tickets);

— providing the original reporting documents to the Client;

— collection of information and/or informing the Client about changes in the Order;

— consideration of appeals, opinions, comments, questions through the feedback form;

— consideration of Client claims;

— SMS notification.

If Passengers revoke their consent to the processing of personal data, and the Client has not notified the Operator thereof, or if the Client has misinformed the Operator about Passengers’ consent and as a result the Operator has sustained losses, then the Client shall compensate the Operator for all losses incurred.

5.3. The Operator shall not disclose the Client’s personal data, except for the cases of transfer of personal data to the third parties for the purposes specified in cl. 5.2. of this Appendix No. 1 to the Offer.

5.4. If the Client and/or the Passenger do not want their personal data to be processed, the Client and/or the Passenger shall send a written application to the address: 115230, Moscow, 1st Nagatinsky proezd, 10, bldg. 1, floor 13.

6. Other Terms and Conditions

If the Client has any claim, he/she shall call the support service: +7 499 715 43 05 or send a claim to the Operator in writing, in accordance with section 8 of the Offer.

 

Appendix No. 2

to the Public Offer to Conclude the Service Contract

RAILWAY E-TICKET RESERVATION: TERMS AND CONDITIONS

1. Terms and Definitions

The terms and definitions herein are limited to the scope of this Appendix No. 2 to the Offer.

Audit Coupon of the Railway E-ticket (hereinafter referred to as the «Audit Coupon») — an extract from the automated railway reservation system which is a strictly accountable document, used to carry out cash settlements and (or) credit card settlements without using the cash register equipment.

Passenger — an individual, in whose favor the contract of carriage has been concluded.

Carrier — a legal entity or an individual entrepreneur which has entered into a liability to transport the Client and/or the Passenger from the departure point to the destination point under the public rail transport agreement.

Suburban Express Trains — fast suburban trains, tickets for which are issued with or without a seat, incl. a «hybrid» system of ticketing for one train is possible (i.e. it is possible to issue tickets with a seat and tickets without a seat). Traveling on a fast suburban train does not require the registration provided for in cl. 3.13 of this Appendix No. 2 to the Offer.

Railway E-Ticket (hereinafter referred to as the «E-ticket») — a document certifying the contract of passenger railway transportation for long distance or suburban services, in which the information about passenger transportation is presented in digital form and stored in the automated railway reservation system.

2. General Provisions

2.1. The Operator shall provide the Client with the following services on behalf of the Carrier or the agent of the Carrier via the Website and/or the Mobile Application:

— provide the information received from Carriers, agents of Carriers, and specified in clause 3.1.3 of the Offer and in clause 2.5. of this Appendix No. 2 to the Offer;

— E-ticket issuance by the Operator in accordance with the parameters specified by the Client (date, time, itinerary, number of passengers and other terms of carriage);

— acceptance of payment for the E-ticket;

— making the E-ticket refund, if the refund is provided by the Tariff’s terms.

2.2. Legal relations arising during registration (refund) of the E-ticket, are regulated by the provisions of the Civil Code of the Russian Federation, the provisions of the Order of the Ministry of Transport of the Russian Federation No. 102 dated 23 July 2007 «On establishing the form of an electronic travel document (ticket) on railway transport», Decree of the Government of the Russian Federation No. 111 dated 02 March 2005 «On approval of Rules of rendering services in transportations on the rail transport of passengers, and also loads, baggage and cargo baggage for the personal, family, house and other needs which are not connected with implementation of business activity», as well as other legal acts of the Russian Federation regulating the railway passenger transportation.

2.3. By accepting the terms of the Offer, the Client acknowledges and agrees that the Operator is not the Carrier, and that the Client and/or the Passenger concludes any Contract of Carriage directly with companies providing railway transportation services — Carriers; and that the Carrier is solely responsible for providing the carriage services by railway to the Client and/or the Passenger, including but not limited to the responsibility for canceling, transferring and/or delaying the train departure, for the service class on a train, etc. The E-ticket serves as evidence of the conclusion of the Contract of Carriage between the Carrier and the Client and/or the Passenger.

2.4. The Operator has the right to charge the Service Charge of the Operator for providing the services specified in clause 2.1. of the Offer to the Client. The Service Charge is included in the final Order price and is not subject to refund to the Client under any circumstances, including the subsequent return of the E-ticket, regardless of the reasons for the refund, unless otherwise provided by promotional campaigns or provided by the current legislation of the Russian Federation. The Operator has the unconditional right to change the amount of the Service Charge.

The Service Charge for providing the Client by the Operator with the technical capability to pay for the Order price later on the Website and/or in the Mobile Application is not included in the total Order price, is non-refundable, and its amount is displayed when the Client selects the Order payment option on the Website or in the Mobile Application in online mode.

When refunding the E-ticket, the Service Charge, previously withheld by the Operator, is non-refundable (except as provided in clause 4.5 of this Appendix No. 2 to the Offer). The Service Charge includes VAT at the rate established by the Tax Code of the Russian Federation.

2.5. The information about train schedules, seat availability, seat numbers, as well as other terms and conditions of the Provider’s services is as provided by Carriers or agents of Carriers on the Website and/or in the Mobile Application.

3. Placement, Payment and Confirmation of the Order

3.1. When ordering, the Client shall fill in all mandatory fields on the Website or in the Mobile Application.

3.2. The Client determines independently the parameters of the Order (date, itinerary, service class, seats and other criteria), enters his/her or Passenger’s personal data, checks the correctness of entered data. The Client shall bear all risks associated with absence and/or incorrectness of his/her or Passenger’s personal data, as well as with improper notification of Passengers on the conclusion and/or change of the terms and conditions of the Contract of Carriage.

3.3. The Client’s or the Passenger’s personal data shall match the data provided in their identity document. If the personal data is provided in the document in two languages (Cyrillic and Latin characters), the information in the Order shall be filled in with Cyrillic letters, when traveling inside Russia, within CIS countries, the Republic of Latvia, the Republic of Lithuania, the Republic of Estonia, and the Republic of Abkhazia. The information in the Order is filled in with the Latin characters when traveling to non-CIS countries.

The birth certificate is used only for citizens of the Russian Federation under the age of 14, when registering E-tickets.

If the Client or the Passenger identified a mistake in their personal data or in the identity documents’ details, the Client shall enter the corrected information prior to the payment of the Order.

3.4. The Client confirms the correctness of his/her and the Passenger’s personal data, entered during ordering, and assumes full responsibility for the accuracy of this data, its completeness and reliability. The Client assumes all possible commercial risks (ticket re-issuance, fare change, refund etc.) due to errors and inaccuracies in his/her and the Passenger’s personal data, as well as with improper notification of Passengers on the conclusion and/or change of the terms and conditions of the Contract of Carriage.

3.5. The Client undertakes to familiarize himself with the Offer’s terms, Tariff’s terms, refund of the E-ticket, including special refund conditions, before proceeding to the payment step on the Website or in the Mobile Application.

3.6. If the Client believes that the information provided on the Website or in the Mobile Application when ordering is not sufficient, he/she shall contact the support service by phone: +7 499 715 41 05, 8 (800) 505-51-73 (24/7) or using the customer feedback form on the Website or in the Mobile Application to get further information.

3.7. To complete the ordering procedure, the Client shall choose the options and form of payment for his/her Order, proposed on the Website or in the Mobile Application.

When the Client chooses the payment option «Pay later», the Client pays the Service Charge for providing the Client by the Operator with the technical capability of paying the Order price later. Within 24 (twenty-four) hours after the Client pays the Service Charge for providing by the Operator of the technical capability to pay the Order price later, the Operator sends a letter to the e-mail address of the Client, specified when ordering, with information about the need to pay the Order price, with the date and time of the deadline for the Order price payment and the amount of money to be paid (hereinafter referred to as the «Letter»).

If the Order price is not paid by the Client within the time specified in the Letter, the Order is canceled. The Service Charge for providing the Client by the Operator with the technical capability to pay the Order price later is non-refundable.

3.8. The total price of the Order is displayed during reservation on the Website or in the Mobile Application and includes the price of the E-ticket and the Service Charge (if any).

During the payment for the Order by the Client, the Client and/or the Passenger enters into civil-law relations with the Carrier, under the Contract of Carriage.

3.9. When paying for the Order or the Service Charge for providing the Client by the Operator with the technical capability of paying the Order price later, the Client confirms the correctness of his/her or Passenger’s personal data, the familiarization with the information posted on the Website and/or in the Mobile Application, accepts the final price of the Order, including the Service Charge and the terms and conditions of the Offer, refund of the E-ticket, the Tariff and the Contract of Carriage.

3.10. Within 2 hours after payment of the Order, the Operator shall send the Audit Coupon to the Client’s e-mail, specified during ordering.

3.11. After the Client pays the Service Charge for providing the Client by the Operator with the technical capability of paying the Order price later or paying the Order using a bank card, by offset of an advance payment for the Order price when using a gift certificate or a refund certificate, the Operator shall send the cash receipt in the electronic form to the Client at the e-mail address provided by him/her before the settlement, or information in the electronic form identifying the cash receipt, as well information about the address of an information resource posted on the Internet and where the Client can download the cash receipt free of charge.

3.11.1. After the Client pays the Service Charge for providing the Client by the Operator with the technical capability of paying the Order price later or the Order, the Operator shall send to the Client’s e-mail, specified during ordering, the reporting documents in the name of the Client and in form of the integrated delivery note with status 2 — the delivery note (act) (in the form of Appendix 1 to the Resolution No. 1137 of the Government of the Russian Federation dated 26 December 2011).

3.12. The Contract of Carriage is considered to be concluded, and the Operator’s obligations under the Contract are duly and fully performed from the moment the E-ticket is issued and the Audit Coupon is sent to the Client’s e-mail, specified during ordering.

3.13. For the railway carriage of the Client and/or the Passenger or their baggage, they shall check in at the ticket office of the Carrier either on the Website, or in the Mobile Application. After completing the Order on the Website or in the Mobile Application, the Client receives the boarding pass of the E-ticket by the e-mail address specified during ordering. When issuing the E-ticket for Suburban express trains, the electronic registration procedure is automatic.

4. Refund of the E-ticket

4.1. It isn’t possible to change any information on the E-ticket or exchange it. In case of such necessity, the Client shall refund the E-ticket according to the Tariff’s terms and place a new Order.

4.2. The Client or the Passenger shall make the refund of E-tickets ordered and paid on the Website and/or in the Mobile Application in accordance with the Tariff’s terms, refund rules of Russian Railways JSC «Conditions of rail carriage for passengers, baggage, and cargo luggage», approved according to Order No. 473, issued by the Russian Ministry of Transport on 19 December 2013, as well as other legislative acts of the Russian Federation.

4.3. Refunds for unused E-tickets and/or those paid by offsetting the advance payment for the Order price (when using a gift certificate or a refund certificate), are made upon the request of the Client or the Passenger at a railway ticket office in the territory of the Russian Federation or using the E-ticket refund service on the Website or in the Mobile Application by the Client, if the E-ticket refund service is provided by the Tariff’s terms.

4.4. Refund for E-tickets on the Website or in the Mobile Application is possible only if the Order is paid by a bank card, by offsetting the advance payment for the Order price when using a refund certificate or a gift certificate, or a promotional code.

In addition to the fees established by Russian Railways JSC, the Operator collects the Service Charge for refunding the E-ticket, which is withheld from such refund.

4.4.1. The Parties agreed that the Order might be cancelled by providing the Client with the refund certificate by the Operator to pay for the services of the Operator specified in cl. 2.1. hereof.

4.5. Refund for the E-ticket on the Website or in the Mobile Application is possible only until the Client and/or the Passenger receive travel documents issued on a ticket form of Russian Railways JSC. After receiving the boarding pass on a ticket form at a railway ticket office or at a self-service terminal, no refund of the E-ticket on the Website or in the Mobile Application is possible. To request a refund in that case, it is necessary to contact a railway ticket office.

4.6. To refund the E-ticket on the Website or in the Mobile Application, the Client needs to sign in to the Personal Account, choose the method of return (to a bank card or by issuing a refund certificate by the Operator to pay for the services of the Operator specified in cl. 2.1. of the Offer), and click on the «Request a refund» button. The rules for using the refund certificates can be found at: https://www.tutu.ru/2read/legal_information/sertificat/.

4.6.1. If the Client pays the E-ticket with a bank card, money will be returned to the bank card from which the payment is made within 30 (thirty) calendar days.

4.6.2. If the Client pays the E-ticket by offsetting the advance payment for the Order price when using a gift certificate, a new gift certificate will be issued, while the Service Charge of the Operator and the fees established by the conditions of Russian Railways JSC will be deducted from the nominal value of the gift certificate. If one part of the cost of the E-Ticket was paid by offsetting the advance payment for the Order price when using a gift certificate and the other — by a bank card, the extra money will be refunded to the bank card, and the part paid by offsetting the advance payment for the Order price when using a gift certificate, will be compensated by a gift certificate. In this case, the fees established by Russian Railways JSC and the Service Charge of the Operator are deducted from the nominal value of the gift certificate. Thus, the new gift certificate will be issued with the nominal value reduced by the amount of the fees established by Russian Railways JSC and the Service Charge of the Operator.

If the nominal value of the gift certificate is not enough to deduct the fees established by Russian Railways JSC and the Service Charge of the Operator, then the corresponding amounts shall be deducted from the amounts to be refunded to the bank card.

4.6.3. If the Client pays the E-ticket by offsetting the advance payment for the Order price when using a refund certificate, a new refund certificate will be issued, while the Service Charge of the Operator and the fees established by Russian Railways JSC will be deducted from the nominal value of the refund certificate. If one part of the cost of the E-Ticket was paid by offsetting the advance payment for the Order price when using a refund certificate and the other — by a bank card, the extra money will be refunded to the bank card, and the part paid by offsetting the advance payment for the Order price when using a refund certificate, will be refunded by the refund certificate. In this case, the fees established by Russian Railways JSC and the Service Charge of the Operator are deducted from the nominal value of the refund certificate. Thus, the new refund certificate will be issued with the nominal value reduced by the amount of the fees established by Russian Railways JSC and the Service Charge of the Operator.

If the nominal value of the refund certificate is not enough to deduct the fees established by Russian Railways JSC and the Service Charge of the Operator, then the corresponding amounts shall be deducted from the amounts to be refunded to the bank card.

4.6.4. When the Client returns the E-ticket paid for with a promotional code, a new promotional code is not issued, the used promotional code shall expire. If one part of the cost of the E-ticket was paid with a promotional code, and the other — with a bank card, the extra money will be refunded to the bank card, and the part paid for with the promotional code will not be refunded, while the fees established by Russian Railways JSC and the Service Charge of the Operator shall be deducted from the amounts to be refunded to the bank card.

4.6.5. If one Order includes several E-tickets, the Client can refund them all together or only some of them.

4.6.6. If online check-in is not completed by the Client and/or the Passenger, they can refund the E-ticket on the Website or in the Mobile Application no later than the train’s departure from the boarding station of the Client and/or the Passenger.

4.6.7. If online check-in is completed by the Client and/or the Passenger, they can refund the E-ticket on the Website or in the Mobile Application no later than the time specified in the Audit Coupon of the E-ticket, or refund the E-ticket at the ticket office of Russian Railways JSC.

4.7. Refunds for the E-ticket at a railway ticket office in the territory of the Russian Federation shall be made by the Passenger for whom the E-ticket was issued; however, refunds for the unused E-ticket, issued via bank transfer or by using a payment card, shall be made to the bank account of the person who has paid the E-ticket.

4.8. If, during ordering, the Client chose an additional service of 100% refund, which provides the Client with special refund conditions, then when returning the E-ticket, the Client will be refunded with the Order price he/she paid, in 100% amount (including the Service Charge of the Operator), net of the amount paid for the additional service itself. Special refund conditions apply only if the Client chooses such an option when placing the Order. The Client has the right to refund the E-ticket in the manner prescribed in cl. 4.4. of this Appendix No. 2 to the Offer, and no penalties apply to such a refund. Special refund conditions shall not apply in cases where the trip did not take place due to restrictions imposed by state authorities.

5. Personal Data

5.1. When the Client performs a set of actions on the Website or in the Mobile Application:

— ordering the services defined in this Appendix No. 2 to the Offer on the Website or in the Mobile Application;

— accepting the Offer,

the following personal data of the subject shall be processed:

— surname, name, patronymic;

— gender,

— date of birth,

— identity document details (type, issuing state, series and number);

— e-mail address;

— phone number;

— place of work;

— travel information;

— bonus card details;

— Order details;

— citizenship;

— details contained in the copies of the following documents:

certificate of a health care institution, sick leave, extract from the medical history, hospital discharge statement, extract from the ambulance call log, details of death certificate; details of the document confirming family ties and place of work;

— mobilization assignment, posting order.

5.2. The Operator shall transfer the personal data of the subject to the third parties to execute the Contract, for the purposes of:

— provision of the services specified in the Offer by the Operator to the Client;

— processing of incoming and outgoing Client requests (calls and messages) to advise the Client;

— making changes to the Client’s Order (return of tickets);

— providing the original reporting documents to the Client;

— collection of information and/or informing the Client about changes in the Order;

— consideration of appeals, opinions, comments, questions through the feedback form;

— consideration of Client claims;

— SMS notification.

5.3. The Operator shall not disclose the Client’s personal data, except for the cases of transfer of personal data to the third parties for the purposes specified in cl. 5.2. of this Appendix No. 2 to the Offer.

5.4. If the Client and/or the Passenger do not want their personal data to be processed, the Client and/or the Passenger shall send a written application to the address: 115230, Moscow, 1st Nagatinsky proezd, 10, bldg. 1, floor 13.

6. Other Terms and Conditions

6.1. If the Client has any claim, he/she shall call the support service: +7 499 715 41 05 or send a claim to the Operator in writing, in accordance with section 8 of the Offer.

6.2. When the Client performs a set of actions on the Website or in the Mobile Application:

— ordering the services defined in this Appendix No. 2 to the Offer on the Website or in the Mobile Application;

— accepting the Offer by the Client,

the Client confirms his/her awareness of the terms of e-registration and e-registration refund, posted in the Help section on the Website at: https://www.tutu.ru/2read/questions_about_the_ticket/e-registration/, as well as of the refund terms posted in the Help section on the Website at: https://www.tutu.ru/2read/questions_about_the_ticket/repayment/, and that he/she brought this information to the attention of the Passenger.

 

Appendix No. 3

to the Public Offer to Conclude the Service Contract

BUS E-TICKET RESERVATION: TERMS AND CONDITIONS

1. Terms and Definitions

The terms and definitions herein are limited to the scope of this Appendix No. 3 to the Offer.

Passenger — an individual, in whose favor the Contract of Carriage has been concluded.

Carrier — a legal entity or an individual entrepreneur which has entered into a liability to transport legally the passenger and his/her baggage by road to the destination point under the Contract of Carriage.

Payment — full payment by the Client, that consists of the Carrier’s Tariff (plus other fees, depending on the Carrier’s terms), station charges (if any, depending on the Carrier’s terms), cost of baggage transportation (if the Client drafted the E-ticket itinerary receipt for baggage) and the Service Charge of the Operator (if any).

Tariff — a payment rate system, established by the Carrier for carriage of passengers.

Carrier’s Terms — information required to provide services of passenger and baggage carriage by road transport vehicles, including Tariff’s terms, refund terms, charging penalties, etc.

Carrier’s Services — a carriage service of the passenger and his/her baggage (when the Client drafts the E-ticket itinerary receipt for baggage) by road transport vehicles from the departure point to the destination point according to the Carrier’s Terms.

Bus E-ticket (hereinafter referred to as the «E-ticket») — a document used to certify the Contract of Carriage, on the basis of articles 435, 437, 438 of the Civil Code of the Russian Federation, between the Carrier and the Client and/or the Passenger, as well as their right to such Services, in which information about carriage of Client and/or the Passenger is presented in the electronic form. The Client receives the E-ticket in form of the itinerary receipt (hereinafter referred to as the «E-ticket Itinerary Receipt»), which is not an accountable form. When the Client drafts the E-ticket Itinerary Receipt for baggage, he/she receives both the E-ticket Itinerary Receipt and the E-ticket Itinerary Receipt for Baggage.

The E-ticket Itinerary Receipt for Baggage (hereinafter referred to as the «Baggage E-receipt») is not valid without the E-ticket Itinerary Receipt.

2. General Provisions

2.1. The Operator shall, upon agreement with the Carriers or the agents of the Carriers, via the Website and/or the Mobile Application, provide the Client with the following services:

— provide the information received from Carriers, agents of Carriers, specified in clause 3.1.3 of the Offer and in clause 2.5. of this Appendix No. 3 to the Offer;

— E-ticket issuance by the Operator in accordance with the parameters specified by the Client (date, time, itinerary, number of passengers and other terms of carriage); Baggage E-receipt;

— acceptance of Payment;

— making refund of the E-ticket, Baggage E-receipt.

2.2. The Operator has the right to charge the Client for the services specified in the clause 2.1 of the Offer. The Service Charge is included in the final price of the Order and is not refundable under any circumstances, including the subsequent refund of the E-ticket, Baggage E-receipt, regardless of the refund reason (voluntary or forced due to the Carrier’s fault), unless otherwise provided by the promotional campaigns or the current legislation of the Russian Federation. The Operator has the unconditional right to change the amount of the Service Charge.

The cost of the Operator’s services is included in the total Order price, unless otherwise specified additionally. The Service Charge includes VAT at the rate established by the Tax Code of the Russian Federation.

2.3. The Operator has the right to assist the Client via phone support: 8-800-511-55-63 or +7 (495) 137-74-40.

2.4. The provisions of the current legislation of the Russian Federation shall apply to the legal relations between the Client and the Operator.

The legal relations arising during the issuance and refund of the E-ticket, as well as other terms of the Carrier’s services, are subject to the provisions of the Civil Code of the Russian Federation, the Federal Law No. 259-FZ dated 8 November 2007 «Charter of road transport and city ground-based electric transport», the Rules for the transportation of passengers and luggage by road and urban ground electric transport, approved by the Decree of the Government of the Russian Federation dated 01 October 2020 No. 1586.

2.5. The information about bus schedules, seat availability, seat numbers, Tariffs as well as other terms and conditions of the Provider’s services is as provided by Carriers or agents of Carriers on the Website and/or in the Mobile Application.

The cost of the Operator’s services (Service Charge) is not included in the cost of E-tickets, Baggage E-receipt, but is included in the total price of the Order and is indicated on the Website and/or in the Mobile Application.

2.6. By accepting the terms of the Offer, the Client acknowledges and agrees that the Operator is not the Carrier and that the Client and/or the Passenger enters into any Contract of Carriage directly with companies providing transportation services — Carriers; and that the Carrier is solely responsible for providing the carriage services to the Client and/or the Passenger, including but not limited to the responsibility for canceling, transferring and/or delaying the train departure, for the service class, baggage transportation. The E-ticket serves as evidence of the conclusion of the Contract of Carriage between the Carrier and the Client and/or the Passenger. Baggage check-in by the Passenger is certified by the Baggage E-receipt.

The E-ticket and Baggage E-receipt (if any) shall be issued by the Operator on behalf of the Carrier or on behalf of the Carrier’s agent after payment of the Order by the Client.

2.7. The E-ticket shall be issued in accordance with the relevant and up-to-date information about the Carrier’s services, which the Operator obtains from Carriers or their agents.

3. Placement, Payment and Confirmation of the Order

3.1. When ordering, the Client shall fill in all mandatory fields on the Website or in the Mobile Application.

3.2. The Client determines independently the parameters of E-tickets (date, itinerary, seats, baggage items and other criteria), enters his/her or Passenger’s personal data, checks the correctness of entered data.

The Client shall independently bear all risks associated with absence and/or incorrectness of his/her or Passenger’s personal data, as well as with improper notification of Passengers on the conclusion and/or change of the terms and conditions of the Contract of Carriage.

3.3. When ordering, the Client shall notify the Operator by phone 8-800-511-55-63 or +7 (495) 137-74-40 (24/7) about the special carriage conditions, such as: carriage of unaccompanied minors, persons with disabilities, who unable to move by themselves, and their wheelchair; guide dogs with certification; carriage of the wheeled chair of a person with disabilities.

3.4. The Client confirms the correctness of his/her and the Passenger’s personal data (third parties), entered during ordering, and assumes full responsibility for the accuracy of this data, its completeness and reliability. The Client assumes all possible commercial risks (ticket re-issuance, fare change, refund etc.) related to his/her wrongful actions due to errors and inaccuracies in his/her and the Passenger’s personal data.

3.4.1. The Operator reserves the right, at his/her discretion, to refuse to issue the E-ticket.

3.5. The Client undertakes to familiarize himself with the Offer’s terms, refund of the E-ticket, Baggage E-receipt before proceeding to the payment step on the Website or in the Mobile Application.

If the Client believes that some of Order’s terms are incomprehensible, including the refund terms, he/she shall call the service support to obtain detailed information: 8-800-511-55-63 or +7 (495) 137-74-40 (24/7).

3.6. The total price of the Order is displayed when ordering and includes the Carrier’s Tariff (plus other fees, depending on the Carrier’s terms), station charges (if any, depending on the Carrier’s terms), cost of baggage transportation (if the Client drafted the Baggage E-receipt) and the Service Charge of the Operator (if any).

3.7. The E-ticket, the Baggage E-receipt (if any) shall be issued only after the Client has made 100% payment for the Order in the form of the Payment (after the payment card transaction has been completed). The E-ticket shall be issued in accordance with the relevant information about the services rendered by the Carrier, provided by the Operator in the form in which it was provided by the Carriers/Carriers’ agents.

Within 10 (ten) minutes after receiving the full payment for the Order, the Operator will send to the Client’s e-mail, specified during ordering, the E-ticket Itinerary Receipt, the Baggage E-receipt (if any) as well as send a copy to the Personal Account of the Client.

3.8. The Contract of Carriage is considered to be concluded after receiving the full payment for the Order (in the form of Payment, E-ticket and Baggage E-receipt (if any), and the Operator’s obligations under the Contract are duly and fully performed from the moment the E-ticket Itinerary Receipt and Baggage E-receipt (if any) are sent to the Client’s e-mail, specified during ordering.

3.9. The final Order price is in Russian rubles. If the currency of the Client’s bank card is not Russian rubles, the bank of the Client’s card converts the funds into the currency of the Russian Federation at its internal rate, thus, the price in the card currency may differ from the final Order price. By paying, the Client agrees that, prior to the payment, he/she has familiarized himself with the internal rate of the card issuing bank and with the bank fee for currency conversion, as well as with the final Order price in the card currency.

3.10. After the Client pays for the Order by a bank card, by offsetting the advance payment for the Order price when using a gift certificate or a refund certificate, the Operator shall send the cash receipt in the electronic form to the Client’s e-mail address provided by him before the payment, or shall send to the Client’s e-mail address provided by him before the payment, information in the electronic form, identifying the cash receipt, and the information about the address of the information resource that is available on the Internet and where the cash receipt can be received by the Client for free.

4. Refund of the E-ticket, Baggage E-receipt

The E-ticket shall always be refunded along with the refund of the Baggage E-receipt issued at the same time (if the Client has drafted the Baggage E-receipt).

The Parties agreed that the Order might be cancelled by providing the Client with the refund certificate by the Operator to pay for the services of the Operator specified in cl. 2.1. hereof.

4.1. If the Client wants to refund his/her E-ticket prior to the bus departure, he/she shall click on the Refund button in the e-mail with the Itinerary Receipt, received after Payment.

If the Client wants to refund his/her Baggage E-receipt prior to the bus departure, he/she shall click on the Refund button in the e-mail with the Itinerary Receipt, received after Payment.

If the Client wants to refund his/her E-ticket or the Baggage E-receipt after the bus departure, he/she shall call the service support of the Operator: 8-800-511-55-63 or +7 (495) 137-74-40 (24/7).

4.2. Refund of the E-ticket or the Baggage E-receipt in the amount stipulated by law and terms and conditions of the Carrier, may be made at the option of the Client: by issuing a refund certificate by the Operator to pay for the services of the Operator specified in cl. 2.1 of the Offer, or to the current account (bank card) used to pay for the Order, within the terms established by the rules of payment systems and the legislation of the Russian Federation. Station charges, charges of Carriers and reservation systems, as well as the Service Charge of the Operator, are not refundable.

The rules for using certificates can be found at: https://www.tutu.ru/2read/legal_information/sertificat/.

4.3. When the Client returns the E-ticket or the Baggage E-receipt paid for by offsetting the advance payment for the Order price when using a gift certificate, a new gift certificate will be issued, while the station charges, the charges of the Carriers and the reservation system, as well as the Service Charge of the Operator will be deducted from the nominal value of the gift certificate. If one part of the cost of the E-Ticket was paid by offsetting the advance payment for the Order price when using a gift certificate and the other — by a bank card, the extra money will be refunded to the bank card, and the part paid by offsetting the advance payment for the Order price when using a gift certificate, will be compensated by a gift certificate. In this case, the station charges, the charges of the Carriers and the reservation system, as well as the Service Charge of the Operator are deducted from the nominal value of the gift certificate. Thus, the new gift certificate will be issued with the nominal value reduced by the amount of the station charges, the charges of the Carriers and the reservation system, as well as the Service Charge of the Operator.

If the nominal value of the gift certificate is not enough to deduct the station charges, the charges of the Carriers and the reservation system, as well as the Service Charge of the Operator, then the corresponding amounts shall be deducted from the amounts to be refunded to the bank card.

4.3.1. When the Client returns the E-ticket or the Baggage E-receipt paid for with a refund certificate, a new refund certificate will be issued. If one part of the cost of the E-Ticket was paid for with a refund certificate and the other — by a bank card, the extra money will be refunded to the bank card, and the part paid for with a refund certificate, will be refunded by the refund certificate. In this case, the station charges, the charges of the Carriers and the reservation system, as well as the Service Charge of the Operator are deducted from the nominal value of the refund certificate. Thus, the new refund certificate will be issued with the nominal value reduced by the amount of the station charges, the charges of the Carriers and the reservation system, as well as the Service Charge of the Operator.

If the nominal value of the refund certificate is not enough to deduct the station charges, the charges of the Carriers and the reservation system, as well as the Service Charge of the Operator, then the corresponding amounts shall be deducted from the amounts to be refunded to the bank card.

4.4. When the Client returns the E-ticket or the Baggage E-receipt paid for with a promotional code, a new promotional code is not issued, the used promotional code shall expire. If one part of the cost of the E-ticket was paid with a promotional code, and the other — with a bank card, the extra money will be refunded to the bank card, and the part paid for with the promotional code will not be refunded, while the station charges, the charges of the Carriers and the reservation system, as well as the Service Charge of the Operator shall be deducted from the amounts to be refunded to the bank card.

4.5. The Client cannot exchange the E-ticket or the Baggage E-receipt.

The Client shall bear all risks (ticket re-issuance, Tariff change, refund) associated with absence and/or incorrectness of his/her or Passenger’s personal data during ordering. If the Client wants to make changes in his/her or Passenger’s personal data of the already issued E-ticket, that may lead to changes in the carriage terms, because it demands the cancellation of the previously issued/purchased E-ticket and the issuance of a new one with the new personal data of the Client or the Passenger, in accordance with the Carrier’s terms.

5. Personal Data

5.1. When the Client performs a set of actions on the Website or in the Mobile Application:

— ordering the services defined in this Appendix No. 3 to the Offer on the Website or in the Mobile Application;

— accepting the Offer, the following personal data of the subject shall be processed:

— surname, name, patronymic;

— gender,

— date of birth,

— identity document details (type, issuing state, series and number);

— e-mail address;

— phone number;

— place of work;

— travel information;

— bonus card details;

— Order details;

— citizenship;

— details contained in the copies of the following documents:

certificate of a health care institution, sick leave, extract from the medical history, hospital discharge statement, extract from the ambulance call log, details of death certificate; details of the document confirming family ties and place of work;

— mobilization assignment, posting order.

5.2. The Operator shall transfer the personal data of the subject to the third parties to execute the Contract, for the purposes of:

— provision of the services specified in the Offer by the Operator to the Client;

— processing of incoming and outgoing Client requests (calls and messages) to advise the Client;

— making changes to the Client’s Order (return of tickets);

— providing the original reporting documents to the Client;

— collection of information and/or informing the Client about changes in the Order;

— consideration of appeals, opinions, comments, questions through the feedback form;

— consideration of Client claims;

— SMS notification.

If the Passenger revokes his/her consent to the processing of personal data, and the Client has not notified the Operator thereof, or if the Client has misinformed the Operator about Passenger’s consent and as a result the Operator has sustained losses, then the Client shall compensate the Operator for all losses incurred.

5.3. The Operator shall not disclose the Client’s personal data, except for the cases of transfer of personal data to the third parties for the purposes specified in cl. 5.2. of this Appendix No. 3 to the Offer.

5.4. If the Client and/or the Passenger do not want their personal data to be processed, the Client and/or the Passenger shall send a written application to the address: 115230, Moscow, 1st Nagatinsky proezd, 10, bldg. 1, floor 13.

6. Other Terms and Conditions

6.1. If the Client has any claim, including the quality level of services, he/she shall call the support service of the Operator: 8-800-511-55-63 or +7 (495) 137-74-40 (24/7) or send a claim to the Operator in writing, in accordance with section 8 of the Offer.

6.2. When the Client performs a set of actions on the Website or in the Mobile Application:

— ordering the services defined in this Appendix No. 3 to the Offer on the Website or in the Mobile Application;

— accepting the Offer by the Client, the Client confirms his/her awareness of the bus rules of conduct at: https://www.tutu.ru/2read/bus/bus_rules/, and that he/she brought this information to the attention of the Passenger.

 

Appendix No. 4

to the Public Offer to Conclude the Service Contract

SERVICES FOR TEMPORARY ACCOMMODATION AND STAY RESERVATION: TERMS AND CONDITIONS

1. Terms and Definitions

The terms and definitions herein are limited to the scope of this Appendix No. 5 to the Offer.

Booking — reservation of rooms or other premises, including a house (cottage) and parts thereof, apartments, a bed/bed space in common premises, etc., for temporary accommodation and stay of guests, by the provider of services for temporary accommodation and stay under the terms specified in the Order.

Voucher — an electronic confirmation of the Booking on behalf of the Service Provider for temporary accommodation and stay, which the Operator sends to the Client according to the conditions of this Appendix No. 5 to the Offer.

Guest — an individual in whose favor the Booking was made.

Additional Services — any additional services provided by the Hotel or other Service Providers specified in the Voucher, which the Client has ordered on the Website.

Hotel — a legal entity or an individual entrepreneur that provides services for temporary accommodation and stay of guests (for example, a hotel, motel, apartment, «bed and breakfast» type hotel, or the facility owner).

Booking Cancellation Rules — the Booking cancellation conditions established by the Hotel, including the rules for refunding the Client with the funds paid, charging penalties in case of no-show, etc. The Booking Cancellation Rules shall be communicated to the Client during the Booking process and shall also be specified in the Voucher.

Tariff — a system of rates set by the Hotel, as the amount of payment for the services provided for temporary accommodation and stay.

Hotel Service — a service for temporary accommodation and stay of the Guests on the terms specified in the Order, rooms or other premises, including a house (cottage) and parts thereof, apartments, a bed/bed space in common premises, etc., for temporary accommodation and stay of guests.

2. General Provisions

2.1. The Operator, according to the agreements with the Hotels or the agreements with the Hotel agents, via the Website and/or the Mobile Application, provides the following services to the Client:

— provide the information received from the Service Providers (Hotels/Hotel agents), as specified in clause 3.1.3. of the Offer, clause 2.5. of this Appendix No. 5 to the Offer;

— send the Voucher by the Operator to the Client in accordance with clause 3.6.1. of this Appendix No. 5 to the Offer pursuant to the parameters set by the Client (the Hotel name and location, the dates of expected arrival and departure of the Guests from the Hotel, information about the room category, bed configuration, information about the Guests, Additional Services);

— accept the Payment for booking;

— execute the Additional Services to the Order;

— execute the Booking cancellation procedure.

2.2. The Operator shall have the right to get the Operator’s Service Charge for providing the Client with the services specified in clause 2.1. of the Offer. The Service Charge shall be included in the final price of the Order and is not refundable to the Client under any circumstances, including in case of subsequent Booking cancellation, regardless of the refund reasons, unless otherwise provided by the promotional campaigns of the Operator and the current legislation of the Russian Federation. The Operator has the unconditional right to change the amount of the Service Charge.

The cost of the services of the Operator (Service Charge) is not included in the Booking price, but is included in the total Order price and is set out on the Website and/or in the Mobile Application, unless otherwise specified additionally. The Service Charge includes VAT according to the rate established by the Tax Code of the Russian Federation.

2.3. The Operator has the right to provide assistance to the Client through the support service by phone: 8 (800) 511-55-73 (for calls in Russia), +7 (499) 715-33-05 (for Moscow and the Moscow region).

2.4. The provisions of the current legislation of the Russian Federation shall apply to the legal relations between the Client and the Operator.

Legal relations that arise when Booking and upon the Booking cancellation, as well as other conditions for providing the Hotel Services, shall be regulated by the provisions of the Civil Code of the Russian Federation, the Decree of the Government of the Russian Federation dated 18 November 2020 No. 1853 «On Approval of the Rules for the provision of the hotel services in the Russian Federation».

2.5. Information about the Hotel, including the location, types of facilities and services provided by the Hotel, information about the availability of rooms, Hotel Tariffs and other information about the terms of the Hotel Service on the Website and/or in the Mobile Application is provided in the form in which it was provided from the Service Providers — the Hotels/Hotel agents.

2.6. By accepting the terms of this Offer, the Client confirms his/her understanding that the Operator is not the Hotel, and all the contracts for the provision of services for temporary accommodation and stay are concluded by the Client and/or the Guest directly with the Service Providers for temporary accommodation and stay — the Hotels, and the Operator shall not bear any responsibility for the provision of services for temporary accommodation and stay to the Client and/or the Guest, including, but not limited to responsibility for non-occupancy, for the level of service in the Hotel, theft and loss of baggage and/or valuables.

The contract concluded by the Guest with the Hotel for the provision of services for temporary accommodation and stay shall be certified by the Voucher (clause 15 of the Rules for the Provision of hotel services in the Russian Federation (approved by the Decree of the Government of the Russian Federation No. 1853 dated 18 November 2020)). The Voucher shall be issued by the Operator on behalf of the Hotel after the Payment is made by the Client or without it, when it is stipulated in the Booking conditions.

2.7. The Voucher shall be issued in accordance with the current information about the Hotel Services provided by the Operator in the form it was provided from the Service Providers — the Hotels/Hotel agents.

3. Placement, Payment and Confirmation of the Order

3.1. When ordering, the Client shall fill in all mandatory fields on the Website or in the Mobile Application.

3.2. The Client shall independently determine the parameters (check-in/check-out dates, room type, bed configuration, meals and other conditions) of the Hotel Services ordered, enter his/her or the Guest’s personal data, and check the correctness of the information entered.

The Client independently bears all the risks associated with failure to specify and/or improper specification of his/her or the Guest’s personal data, as well as with improper notification of the Guest related to changes in the contract of temporary accommodation and stay.

3.3. The Client shall confirm the accuracy of his/her personal data, as well as the data of the Guests specified in the Order, and assume full responsibility for their accuracy, completeness and reliability. The Client shall assume all possible commercial risks (making a new order, tariff change, refund, etc.) associated with his/her guilty actions for making mistakes, inaccuracies in the provision of personal data and/or the Guest’s data.

3.3.1. The Operator reserves the right, at its sole discretion, to refuse the Booking.

3.4. The Client shall read the terms of this Offer and the Booking cancellation rules before proceeding to the payment or to specifying the details of the bank card on the Website or in the Mobile Application.

If the Client believes that some of the Order’s terms are incomprehensible, including the refund terms or the Booking cancellation rules, he/she shall call the Operator’s service support to obtain detailed information: 8 (800) 511-55-73 (for calls in Russia), +7 (499) 715-33-05 (for Moscow and the Moscow region) (24/7).

3.5. The Order price is determined when placing the Order and includes the Hotel’s Tariff and the Service Charge of the Operator (if any), the cost of Additional Services.

3.6. The Client pays for the Order directly on the Website or in the Mobile Application by paying the Order price with a bank card, or makes payment of the Order directly to the Hotel upon check-in at the Hotel or at the time of departure from the Hotel.

To guarantee payment of the Order price at the Hotel, the Client must provide the details of his/her bank card on the Website or in the Mobile Application by filling out the appropriate forms. When the Client provides the details of his/her bank card on the Website or in the Mobile Application, it will be subject to verification, and funds will be debited in the amount specified on the Website or in the Mobile Application, with an instant refund (hereinafter referred to as «Bank Card Verification»). The Operator may refuse to Book if funds on the bank card are insufficient for the above Bank Card Verification.

By providing bank card details when ordering, the Client confirms that he/she is familiar with the Booking conditions (including the conditions for changing/canceling the Booking) of the selected Hotel, the Booking Cancellation Rules and agrees with them. The Client does not have the right to specify the bank card details when Booking, that do not belong to such a Client.

3.6.1. The Voucher is issued only after the Client has made the Payment for the Order (after completing bank card payment transaction), or after successful Bank Card Verification (if making the Payment for the Order directly to the Hotel), if this is provided for in the Booking conditions. The Voucher shall be issued in accordance with the current information about the Hotel services provided by the Operator in the form it was provided from the Hotel/Hotel agents, and the Order parameters.

3.6.2. Within 10 (ten) minutes after making the payment for the Order or after successful Bank Card Verification (if making the Payment for the Order directly to the Hotel), the Operator shall send the Voucher to the e-mail address specified by the Client when ordering, and post it in the Personal Account.

3.7. The contract between the Client/Guest and the Hotel shall be considered concluded upon making payment for the Order and/or issuing the Voucher. The obligations of the Operator under the Contract shall be considered fulfilled upon sending the Voucher to the e-mail address specified by the Client when placing the Order.

3.8. The final Order price is in Russian rubles. If the currency of the Client’s bank card is not Russian rubles, the bank of the Client’s card converts the funds into the currency of the Russian Federation at its internal rate, thus, the price in the card currency may differ from the final Order price. By paying, the Client agrees that, prior to the payment, he/she has familiarized himself with the internal rate of the card issuing bank and with the bank fee for currency conversion, as well as with the final Order price in the card currency.

3.9. After the Client has made the Payment for the Order on the Website or in the Mobile Application by a bank card, by offsetting the advance payment for the Order price when using a gift certificate, the Operator shall send the cash receipt in the electronic form to the Client’s e-mail address provided by him/her before the payment, or shall send to the Client’s e-mail address provided by him/her before the payment, information in the electronic form, identifying the cash receipt, and information about the address of the information resource that is available on the Internet and where the cash receipt can be received by the Client for free.

3.10. The Operator posts the accounting documents for the amount of the Service Charge on behalf of the Operator in the name of the Client in the form of a universal transfer document with status 2 — transfer document (act) (in the form of Appendix 1 to the Decree of the Government of the Russian Federation dated 26 December 2011 No. 1137), in the Personal Account after the payment of the Service Charge by the Client for providing the Client by the Operator with the technical capability of Booking Hotel Services.

3.11. The Operator posts the accounting documents for the amount of the Tariff cost in the name of the Client in the form of a universal transfer document with status 2 — transfer document (act) (in the form of Appendix 1 to the Decree of the Government of the Russian Federation dated 26 December 2011 No. 1137) for the Hotel Services provided by the Hotel to the Client, depending on the Service Provider: — in the Personal Account after the departure of the Client/Guest from the Hotel in case of provision of the relevant documents by the Service Provider to the Operator and payment of the Order price by the Client on the Website or in the Mobile Application; — in case of failure to provide the relevant documents by the Service Provider to the Operator, the Client must contact the Hotel directly for the relevant documents.

4. Booking Cancellation

4.1. If there is a need to cancel the Booking, the Client shall cancel the Booking in the Personal Account before the arrival date. In this case, in the Personal Account:

— if the Client pays the Order price, the amount to be refunded upon cancellation of the Booking, if any, will be displayed on the Website or in the Mobile Application;

— when the Client chooses to pay the Order price directly to the Hotel, the amount of the Operator’s cancellation charge from the bank card, the details of which were specified by the Client when ordering, if any, will be displayed.

The Client may also cancel the Booking via the Operator support service by phone: 8 (800) 511-55-73 (for calls in Russia), +7 (499) 715-33-05 (for Moscow and the Moscow region).

The option of cancellation or modification of the Booking, as well as the occurrence of consequences in the form of full or partial withholding (in case of payment of the Order price by the Client on the Website or in the Mobile Application) or debiting by the Operator from the bank card, the details of which were specified by the Client when ordering (when the Client chose to pay the Order price directly to the Hotel), the costs of Booking depend solely on the Hotel in accordance with the Booking Cancellation Rules established by the Hotel. The Operator is not liable to the Client for losses incurred as a result of the actions of the Client aimed at changing or canceling the Booking, in violation of the Booking Cancellation Rules established by the Hotel.

4.2. In case of payment of the Order price by the Client on the Website or in the Mobile Application, the refund of the cost of the Hotel’s services for temporary accommodation and stay is made in the amount, established by the Hotel, to the settlement account (bank card) from which the payment of the Order was made, within the time limits established by the rules of payment systems and the legislation of the Russian Federation. The Service Charge of the Operator is non-refundable, unless otherwise provided by the promotional campaigns of the Operator. Regardless of the Booking Cancellation Rules set by the Hotel, the Operator reserves the right to charge the Booking cancellation service charge.

4.2.1 Unless otherwise established by the special rules, upon cancellation by the Client of the Booking paid by offsetting the advance payment for the Order price when using a gift certificate, a new gift certificate will be issued, at that the service charge of the Hotel specified in the Booking Cancellation Rules and the service charge of the Operator will be deducted from the nominal value of the gift certificate. If one part of the Booking was paid by offsetting the advance payment for the Order price when using a gift certificate and the other — by a bank card, the extra money will be refunded to the bank card, and the part paid by offsetting the advance payment for the Order price when using a gift certificate, will be refunded by the gift certificate. In this case, the charges specified in the Booking Cancellation Rules established by the Hotel, and the Service Charge of the Operator are deducted from the amounts to be refunded to the bank card. At that, the new gift certificate will be issued with the same nominal value that was deducted for the Booking cancellation.

If the amounts to be refunded to the bank card are not enough to deduct the charges specified in the Booking Cancellation Rules established by the Hotel, and the Service Charge of the Operator, then the corresponding amounts shall be deducted from the nominal value of the gift certificate.

4.2.2. Upon cancellation by the Client of the Booking paid with a promotional code, a new promotional code is not issued; the used promotion code becomes invalid. If one part of the Booking was paid with the promotional code, and the other — by the bank card, the extra money will be refunded to the bank card, and the part paid by the promotional code will not be refunded. The Service Charge of the Operator is non-refundable, unless otherwise provided by the promotional campaigns of the Operator. The charges specified in the Booking Cancellation Rules established by the Hotel, and the Service Charge of the Operator for the Booking cancellation (if any) are deducted from the amounts to be refunded to the bank card.

4.2.3. When the Client chooses to pay the Order price directly to the Hotel, the Operator has the right to deduct the charges specified in the Booking Cancellation Rules from the bank card which details were specified by the Client when ordering.

After the Operator debits the charges established in the Booking Cancellation Rules from the bank card which details were specified by the Client when ordering, the Operator sends the cash receipt in the electronic form to the Client to the e-mail address provided by him/her when ordering or sends to the Client’s e-mail address, provided by the Client when ordering, the information in the electronic form identifying the cash receipt, and the information about the address of an information resource posted on the Internet and where the cash receipt can be received by the Client free of charge.

4.3. Regarding the possibility of making changes to the Booking after placing the Order, the Client can contact the Operator’s support service by phone: 8 (800) 511-55-73 (for calls in Russia), +7 (499) 715-33-05 (for Moscow and the Moscow region). If it is possible to make changes, the changes shall be approved via the e-mail address specified during ordering.

4.4. The Client assumes all possible risks (making a new Order, Tariff change, refund) associated with errors and inaccuracies made during ordering, including in case of errors when providing his/her or the Guest’s personal data. Changes to the Client’s or the Guest’s personal data in the completed Booking may result in changes to the conditions of temporary accommodation and stay.

5. Personal Data

5.1. When the Client performs a set of actions on the Website or in the Mobile Application:

— ordering the services defined in this Appendix No. 4 to the Offer on the Website or in the Mobile Application;

— accepting the Offer,

the following personal data of the subject shall be processed:

— surname, name, patronymic;

— gender,

— date of birth,

— identity document details (type, issuing state, series and number);

— e-mail address;

— phone number;

— place of work;

— travel information;

— bonus card details;

— Order details;

— citizenship;

— details contained in the copies of the following documents:

certificate of a health care institution, sick leave, extract from the medical history, hospital discharge statement, extract from the ambulance call log, details of death certificate; details of the document confirming family ties and place of work;

— mobilization assignment, posting order.

5.2. The Operator shall transfer the personal data of the subject to the third parties to execute the Contract, for the purposes of:

— provision of the services specified in the Offer by the Operator to the Client;

— processing of incoming and outgoing Client requests (calls and messages) to advise the Client;

— making changes to the Client’s Order (Booking cancellation);

— providing the original reporting documents to the Client;

— collection of information and/or informing the Client about changes in the Order;

— consideration of appeals, opinions, comments, questions through the feedback form;

— consideration of Client claims;

— SMS notification.

If the Guest revokes his/her consent to the processing of personal data, and the Client has not notified the Operator thereof, or if the Client has misinformed the Operator about Guest’s consent and as a result the Operator has sustained losses, then the Client shall compensate the Operator for all losses incurred.

5.3. The Operator shall not disclose the personal data received from the Client, except for the cases of transfer of personal data to the third parties for the purposes specified in cl. 5.2. of this Appendix No. 4 to the Offer.

5.4. If the Client and/or the Guest do not want their personal data to be processed, then the Client and/or the Guest shall send a written application to: 115230, Moscow, 1st Nagatinsky proezd, 10, bldg. 1, floor 13.

6. Other Terms and Conditions

6.1. If the Client has any claim, including concerning the quality level of services, he/she shall call the Operator’s support service: 8 (800) 511-55-73 (for calls in Russia), +7 (499) 715-33-05 (for Moscow and the Moscow region) or submit a claim in writing in accordance with section 8 of the Offer.

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