1 General Terminology
1.1 Agreement – this user agreement.
1.2 Theatre – the Federal State Budgetary Cultural Institution “the State Academic Mariinsky Theatre”.
1.3 Site – the Mariinsky Theatre website.
1.4 Theatre Box-Offices – box-offices of the Mariinsky Theatre for Ticket sales.
1.5 Client – a person using the Site to obtain information and purchase Tickets.
1.6 Payment System – a specialised system which accepts payments from Site Clients (Assist or Best2Pay).
1.7 Bank Cards – MIR systems payment cards, Visa and Mastercard, as well as Visa Electron and Maestro cards which allow payments to be made online (information on payment methods may be obtained from the issuing bank).
1.8 Electronic Money – electronic payment systems such as WebMoney, Yandex.Money.
1.9 Payment Method – Bank Cards or Electronic Money.
1.10 Basket – a section on the Site where chosen Tickets are placed prior to the Order being formed.
1.11 Payment – transfer of monetary funds to the Theatre’s account using the Payment Method.
1.12 Performance – performances and concerts held by the Theatre.
1.13 Ticket – a document in high resolution format that grants the holder admission to a performance or concert.
1.14 Order – a request processed in the appropriate manner on the Site in order to acquire Tickets.
1.15 Recipient – the Client who has completed Payment or his/her representative.
1.16 Subscription – a document that grants the right to attend several Performances.
2 Agreement Content
2.1 The Agreement is regulated by the Client’s behaviour when obtaining information and completing purchases on the Site.
2.2 The Agreement comes into force as soon as the Client is registered on the Site.
2.3 The Agreement is a legally binding contract between the Client and the Theatre and regulates the Client’s use of the Site.
2.4 The Agreement may be altered by the Theatre without special notice. The text of the current Agreement may always be found on the page https://www.mariinsky.ru/en/visit/rules/agreement/
2.5 Regarding the sales and returns of Subscriptions, the normal regulations of sales and returns of Tickets apply, if not stated otherwise in the User Agreement.
2.6 From the moment this Agreement comes into force, according to Point 2.2 of the Agreement, the Client is obliged to observe the Rules for Attendance at the Federal State Budgetary Cultural Institution “the State Academic Mariinsky Theatre”, hereinafter: Rules for Attendance in Full. The Client may access the complete text of the Rules for Attendance on the Theatre’s webpage at: https://www.mariinsky.ru/en/visit/rules/general/.
3 Rights and Responsibilities of the Client
3.1 To use the Site, the Client must register by filling in a registration form.
3.2 On registering, the Client must indicate his/her current valid e-mail address.
3.3 On completion of the registration process, the Client receives a user name and password to access the site. The Client is solely responsible for the security of the user name and password, as well as for all actions that are undertaken on the Site using his/her user name and password.
3.4 The Client must inform the Theatre without delay of any case of unauthorised access and use (without the Client’s permission) of the Client’s user name and password.
3.5 The Client may choose specific seats for a Performance he/she is interested in from those offered by the Site that are available for purchase and acquire them using the Payment Method.
3.6 To acquire Tickets, the Client must place the seats chosen in the Basket. Seats may lie in the Basket for no longer than five (5) minutes before they are automatically removed from the Basket.
3.7 The Client may have no more than twenty (20) Tickets in unpaid Orders at any given time.
3.8 If Tickets are to be collected by a trusted third party, the Client must indicate the name and surname of the Recipient when processing the Order before starting the Payment procedure.
3.9 The Client must complete the Payment using only his/her own Payment Method.
3.10 In order to confirm the identity of the owner and his/her legal right to use the Bank Card according to International Payment Systems Regulations, the Client must present (by e-mail), at the request of a member of staff of the Theatre, a copy of the two pages of the Bank Card owner’s passport (pages with photograph) and a copy of both sides of the Bank Card (the card number should be concealed apart from the last four digits).
3.11 The Client reserves the right to a refund of the Payment minus actual costs incurred by the Theatre in accordance with Point 5 of this Agreement.
3.12 The Client reserves the right to a full refund of the Payment should the Performance be cancelled or changed within the periods determined by the Theatre.
3.13 The Client does not have the right to reproduce, repeat, copy, resale, place on other sites and/or use information from the Site for commercial or advertising purposes, including information on Tickets offered on the Site and on prices for Tickets on the Site.
3.14 The Client reserves the right to refuse to receive information and advertising messages related to the Theatre’s activities when registering on the Site or during subsequent alterations to his/her settings.
3.15 The use (sale, resale, distribution, allocation, exchange and other activity linked with generating income) of Tickets with no corresponding agreement with the Theatre is not permitted.
3.16 Should questions arise while acquiring Tickets, the Client may speak to a representative of the Theatre by telephoning +7 812 326 4141 or by e-mailing to tickets@mariinsky.ru. Orders to purchase Tickets and questions concerning refunds of Payments cannot be dealt with by telephone.
3.17 If the Ticket has been tampered with (including any attempt to cover up information on the Ticket), it is invalid. The administration reserves the right to refuse entry without a refund of the cost of the Ticket. This regulation also applies to electronic Tickets.
3.18 Clients, including non-Russians or those without citizenship, who fail to attend a Performance due to circumstances not connected with the Theatre have no right to a refund of Ticket costs.
3.19 A Client with a Ticket does not have the right to transfer Tickets to third parties or to offer Ticket services, exhibit or sell Tickets in a publicly accessible place, advertise Ticket sales, produce and use electronic methods to create Tickets, pass on Tickets or offer them to be passed on to third parties in any violation of the conditions of this Agreement.
3.20 The Theatre reserves the right to investigate particular circumstances in the acquisition of Tickets and Subscriptions (including discounts and benefits) to Performances as part of special programmes and events without the right of return.
3.21 The Theatre reserves the right to sell Tickets and Subscriptions to Performances that require the presentation of documents confirming the Client’s identity, among which may be documents confirming the identity of a foreign citizen or stateless person indicating evidence about the Client (hereinafter a Named Ticket or Named Subscription).
3.22 For every operation with each Ticket that violates rules stated in Point 3.15 or 3.19 of this Agreement the Theatre reserves the right to set a penalty: 300 000 (three hundred thousand) roubles from legal entities and 100 000 (one hundred thousand) roubles from private individuals.
4 Rights and Responsibilities of the Theatre
4.1 The Theatre is obliged to use all and any information presented by the Client only for the purposes of facilitating the work of the Site or for contacting the Client. Dissemination of information about the Client in accordance with established and current working requirements of legislation of the Russian Federation is not a violation of the Theatre’s responsibilities.
4.2 The Theatre is obliged to indicate the cost of the Ticket for each seat on the Site.
4.3 Where the Ticket price is mistakenly shown the Theatre is obliged to inform the Client in the first instance in order to reissue the Order according to the new cost or to cancel the Order. If the Order has been paid for, the Theatre will issue a refund of the Payment made.
4.4 The Theatre reserves the right to alter the cost of Tickets on offer on the Site, without the involvement of third parties, while the cost of Tickets already paid for by Clients remains unaltered.
4.5 The Theatre reserves the right, on lack of confirmation of Payment being made successfully, to cancel the Order 10 (ten) minutes after it has been created. Should confirmation be received of Payment having been successfully made after this time period has elapsed, the Theatre will use its discretion to restore the Order or return Payment.
4.6 To avoid instances of various kinds of improper use of Payment funds, all Orders made on the Site are checked manually by the Theatre.
4.7 The Theatre reserves the right to cancel an Order where the Client fails to provide the documents indicated in Point 3.8 or where there are doubts as to their being genuine. The cost of the Order in such circumstances will be returned to the Bank Card with which Payment has been made.
4.8 In the case of cancellation of a Performance, the Theatre is obliged to inform the Client of changes to the repertoire on the official Site and send a request to the Theatre’s bank asking that funds be reimbursed. The Client need make no such request independently. The time taken to reimburse the Client’s payment will depend on the speed of the interaction between the payment system and the Client’s bank.
4.9 Where a Performance has been substituted, if Tickets may be returned, the Theatre is obliged act in accordance with Point 4.8 of this Agreement.
4.10 The Theatre reserves the right to limit the Client’s use of the Site where Agreement conditions have been violated as well as in cases of improper use of the Site or of information provided on the Site.
4.11 The Theatre reserves the right to send the Client information bulletins related to the Site’s work, Payments and Client Orders.
4.12 The Theatre reserves the right to send the Client messages of an informative and advertising nature related to the Theatre’s activities if upon registration or when making subsequent amendments to his/her settings the Client agrees to receive such messages.
4.13 The Theatre reserves the right at any moment to freeze the Site entirely or partially without provisional notice. The Theatre carries no responsibility for the Site’s temporary or permanent non-functioning.
4.14 The Theatre reserves the right to change the cast for Theatre Performances without prior notice to the Client. Changes to the cast are not to be considered a justification for returning a Ticket.
5 Rules concerning the return of money payed by the Client for e-tickets and for tickets printed in high resolution
5.1 The Client has the right to annul the contract concerning services provided (to return purchased Tickets to the Theatre) at any time foreseen by current legislation of the Russian Federation and this Agreement, on condition of payment to the Theatre of expenses it has actually incurred linked with fulfilling its obligations as per this contract.
5.2 Where the Client neglects to fulfil the contract concerning services provided (the return of purchased Tickets to the Theatre), the refund of money paid by the Client for electronic Tickets will be made on the condition that the Client covers any expense incurred by the Theatre, specifically:
— banking costs for the transfer for each Ticket purchased using electronic payments as follows: Yandex.Money - 4.5%, QIWI Wallet - 4% WebMoney - 6%;
— for banking services for processing payments for services provided by the Theatre using Bank Cards – in accordance with the rates charged by the Bank.
The refund of money will be sent to the payment system used by the Client when purchasing Tickets on the Theatre’s website.
5.3 When a Performance is cancelled, changed or postponed by the Theatre the Client has the right to annul the contract on services provided (to return purchased Tickets to the Theatre) and request, in full, the return of the sum paid by the Client as indicated on the Ticket. Moreover, Tickets purchased for a postponed or changed performance remain valid for the next such performance.
5.4 Refunds of money paid by the Client for electronic Tickets will be made using the Site’s Payment System.
5.5 In order for money paid by the Client to be refunded for Tickets printed in high resolution the Client must submit a signed declaration of the standard type along with an identification document (e.g. passport) and with the Ticket attached to the Theatre Box-Office.
5.6 Refunds of money paid by the Client for Tickets printed in high resolution will be made as follows: the repayment of money for returned Tickets printed in high resolution will be made at the box-office located at: 1 Theatre Square, St Petersburg; daily from 11:00am to 6:00pm.
5.7 Refunds of money paid by the Client will be made from 3 to 30 days from the day the Client submits a written declaration.
5.8 In accordance with the Family Code of the Russian Federation, should the Client be unable to attend a Performance due to circumstances connected with his/her illness or the death of a family member or close relative, on presentation of documental evidence as to such circumstances, refunds of Ticket costs may be made in full.
5.9 Where the Client does not attend a Performance due to circumstances not described in Point 5.8 of this Agreement, the Client has the right to a return of Ticket or Subscription costs as follows;
- no later than ten days before the Performance: a 100% refund of Ticket or Subscription costs;
- less than ten days but no more than five days before the Performance: a refund of no less than 50% of the Ticket or Subscription costs;
- less than five days but no more than three days before the Performance: a refund of no less than 30% of the Ticket or Subscription costs.
- Where the Client resolves not to attend a Theatre Performance for reasons not outlined in Point 5.8 of this Agreement less than three days before the Performance, the Theatre is not obliged to refund Ticket or Subscription costs.
For holders of Subscriptions to Performances conducted by the Theatre the day of the Performance is the day of the first planned Subscription Performance. After the day of the first planned Subscription Performance has passed the Client has no right to the return of the cost of the Subscription in question.
5.10 Tickets and Subscriptions (with the exception of Named Tickets and Named Subscriptions) issued by the Theatre as part of special programmes and events envisioning particular conditions for the acquisition of Tickets and Subscriptions (including special tariffs and discounts), may or may not be refunded at the Theatre’s discretion.
5.11 Where a Client returns a Ticket or Subscription no later than ten days before a Performance the Theatre reserves its right to offer the Client an opportunity to attend the same Performance at another time or attend a different Performance staged by the Theatre or offer a refund of the Ticket or Subscription costs. Client Ticket and Subscription cost refunds will be made by the Theatre or by the authorised person from whom the Ticket or Subscription was acquired always providing that the contract of the said authorised person with the Theatre envisages the authority to return the cost of the Ticket or Subscription.
6 Other Conditions
6.1 All textual information and graphics on this Site are and remain the property of the Theatre.
6.2 The Client uses the Site and functions available to him/her at his/her own risk, and the Site is presented to the Client on an “as seen” basis. The Theatre carries no responsibility for the Site’s matching the Client’s aims and expectations.
6.3 The Theatre does not guarantee that the Site will correspond to the Client’s requirements or that the Site will function continuously, quickly, reliably and without errors.
6.4 The Theatre carries no responsibility for any direct or indirect losses incurred through use or the impossibility of using the Site and/or unauthorised access to the Site.
6.5 The Theatre carries no responsibility for the time taken to confirm Payment by the Payment System, banks and other organisations, including for refunds of the Client’s Payments.
6.6 In all circumstances, the Theatre’s responsibility to the Client is limited by the cost of Tickets acquired by the Client.
6.7 Inaction on the part of the Theatre where the Client violates the Agreement does not deprive the Theatre of the right to take appropriate actions to protect its interests at a later time, and also does not mean the Theatre has rejected its rights in the case of subsequent similar or analogous violations taking place.
6.8 In cases not indicated in this Agreement, relations between the Theatre and the Client will be regulated by legislation of the Russian Federation.
6.9 Where disagreements and disputes arise concerning this Agreement and its field of reach, the Theatre and the Client will take all possible steps to resolve them by means of negotiations. Where disputes cannot be resolved through negotiations they will be resolved by norms extant in Russian law.
6.10 Acceptance by the courts of any part of this Agreement as invalid or not bindingly enforceable does not result in the invalidity or impracticability of other terms of this Agreement.
Published on 19.10.2020
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