TICKET REFUND

7.1 Current Terms for ticket refund (e-tickets) and transfer personalized tickets (e-personalized tickets) to another person are based on Government Decree of Russian Federation dated 18 September 2020 №1491 “On the adoption of refund Terms & Conditions for season tickets and tour vouchers, personalized tickets, personalized tour vouchers and personalized season tickets transfer to other people in case of guest’s rejection to attend the event” ( further referred as refund policy). Refund application form (e-ticket) including personalized ticket as well as transfer of the personalized ticket application to another person should be approved by the Ministry of Culture of Russian Federation.

7.2 Tickets refund (e-ticket) is carried out in case if the event is cancelled, changed or rescheduled. It is also applicable in case of rejection of attending performance initiated by customer due to illness or death of a close relative according to the set procedure and depends on the reason for refund.

7.3 Individual, who is acting with the purpose which is not related to business activities, possessing rights to attend performance and who paid for the ticket (e-ticket) and/or is indicated on a personalized ticket, possess the right to claim refund( e-ticket) and transfer it to another person in case of his/her rejection to attend the event.

7.4 Ticket refund application form can be submitted to the Theatre box office №2 located in the administrative building during working hours (Monday – Friday), 11am – 6 pm. It can also be sent by post. It should contain an inventory of attachments and delivery notification. Application registration is carried on the day of delivery. Note that documents were received is done upon customer’s request. Application is reviewed no more than 10 days since the day when all necessary documents and documents were submitted based on the set policy.

7.5 Customer should present ID upon submitting a refund application form. In case if an application form is submitted by a customer's representative, a copy of power of attorney or document that confirms legal representation should be attached as well. In case if application form is sent by post, authorized copy of customer’s identity verification document should be attached.

7.6 Unused original ticket should be attached to the refund application form. Both printed copy of e-ticket and copy of payment cheque must be attached. Application form should contain information on the channel of how customer should be notified of the refund outcome.

7.7 Ticket should be valid and comply with terms and requirements expected from ticket information. It is approved by the Decree of the Ministry of Culture of Russian Federation and set by the Theatre tickets sale Terms & Conditions.

7.8 After reviewing refund application form, Theatre administration makes the decision either in favor of refund for unused ticket (e-ticket), including personalized ticket, or decline in case customer fails to fulfill conditions set by the Current Terms. Customer (or his/her representative) will be further notified of the outcome.

7.9 Theatre designated person will notify customer (or his/representative) on rejection for refund and will list reasons which constituted non-compliance no later than 5 days after the decision was made via the following channels: either by sending notification to email address, or by a phone call indicated in the refund application form.

7.10 Final positive outcome on refund will be informed to the customer no later than 3 days after the decision was made via the following channels: by sending notification to email address, either by a phone call. Customer should indicate a contact method in the refund application form.

7.11 Customer will be eligible to receive refund no later than 10 days after the refund outcome was announced, via payment method which was used when the ticket was purchased.

7.12 Customer will be refunded face value indicated on the ticket. Any associated booking fees authorized third parties are excluded and non-refundable.

7.13 In case if the ticket was purchased at the box office with cashless method of payment, customer should present bank card that was used at the time of purchase and payment cheque. Refund for the tickets which were purchased via bank card both at the box offices and on the Theatre website, will be initiated to the bank card that was used at the time of purchase. Credit will be received within a certain amount of days, depending on the card issuer’s policies.

7.14 Refund for the tickets that were purchased at box offices of authorized third parties will be issued at the Theatre box office if not stated otherwise in the agreement. Refund application forms for the tickets that were purchased online from the authorized third parties are non-refundable and are not accepted for reviewing. In this case, Customer should contact the official distributor through their website where the ticket was purchased and forward them a refund application form.

7.15 Theatre administration reserves the right to change and add the order and refund period accordingly to the current situation within limitations which do not contradict Russian legislation. Information will be posted on information carriers both at the box office and the Theatre website in advance.

7.16 Special refund terms in case of cancellation, change or rescheduling.
7.16.1 Information on the event cancellation, change or rescheduling and refund policy can be found on the website on Your Visit section as well as on information stand at the Theatre box offices. A cast change does not constitute grounds for ticket refund. At Theatre’s discretion, cast members can be changed without prior notice.
7.16.2 Ticket refund application form should be submitted within the following time frame, if not stated otherwise by Theatre administration:

• If performance is changed – from the day of announcement about the change and up to the start date of the event;

• If performance is cancelled – from the day of announcement of cancellation and up to the start date of the event, it is also applicable within next 10 calendar days after the indicated date;

• If performance is rescheduled – from the day of its announcement and up to the initially set date of the event.
7.16.3 Ticket refund application forms which are submitted later than indicated time frame are not accepted for consideration and will be non-refundable.
7.17 Special refund terms in case of rejection to attend performance due to reasons that are not related to the guest's illness or death of a family member or close relative.
7.17.1 In case if Customer’s reason for non-attending the event is not related to the guest's illness or death of a family member or close relative in accordance with Family Code of The Russian Federation), refund procedure will be based on the clause 7.1 - 7.15 of Current Terms. Customer in this case has the right to submit a refund application form (e-ticket), including personalized ticket with given consent to private data processing (further referred as refund application form). Person who is indicated in personalized ticket (or electronic personalized ticked) is eligible to submit refund application form.
7.17.2 Refund application form should be submitted no later than 3 days before the start of the event. If a refund application form is submitted less than 3 days, there will be no refunds. One applicant can only refund no more than 2 tickets per performance.
7.17.3 Refund can be refused in the following cases:

• Format and details do not match the requirements approved by designated executive authority, or some of the format elements do not match the requirements or the ticket has corrections on it; or it is counterfeit;

• Customer did not present documents specified in the clause 7 of Current Terms;

• Ticket is sold for special program;

• In case of systematic claim for refund (more than 2 times a month);

• Customer did not comply with the timeframe of ticket refund policy, based on the clause 52.1 of Russian Federation Law dated 9 October 1992 №3612-1 Fundamental Principles of Russian Federation Legislation on Culture.
7.17.4 Depending on the period of when the application form was submitted, Customer will be eligible to receive the following amount (in percentage) within 10 days from when refund outcome was announced and via method which was used when the ticket was purchased:

• No later than 10 days before the event start date – 100% of ticket face value price;

• No later than 5 days before the event start date – 50% of ticket face value price;

• No later than 3 days before the event start date – 30% of ticket face value price.
7.18 Special refund terms (e-tickets), including personalized ticket in case of customer’s rejection of attending an event due to guest’s illness which can be documentally validated.
7.18.1 In cases if customer is unable to attend the event due to his/her illness, he/she is eligible to apply for refund for illness reasons following the order and terms based on the clause 7.1-7.15 of Current Terms before the date of that performance.
7.18.2 The following documents should be presented together with application form in case of Customer’s illness:

a. Unused original ticket for the event which contains information of e-ticket as well as copy of e-cheque;

b. Medical certificate or a specific form for incapacity to work issued by a medical organization in accordance with legislation of Russian Federation and confirming the fact of Customer’s illness which prevents him/her from attending the event.
7.18.3 In case if Customer is unable to present relevant documents which are proof of illness within indicated period, Customer should present them within 14 days after the date of the event with a condition that refund application form and other documents which are required by this clause were provided on time.
7.18.4 Processing period of the refund related to illness application form and attached documents is 10 (ten) working days. In certain cases it can be extended to 30 days. Processing starts from the day when documents were submitted in full.
7.18.5 In case if Customer is unable to attend the event due to reasons, documentally proven, such as Customer’s illness, Customer is eligible to return ticket (e-ticket), including personalized ticket with following conditions:

a. Ticket (e-ticket), including personalized ticket is not invalid in accordance with the second part of the clause 52.1 of Russian Federation Law dated 9 October 1992 №3612-1 Fundamental Principles of Russian Federation Legislation on Culture;

b. Refund application form and attached documents are provided, either are sent by registered post with inventory of attachments and delivery notification no later than the event day;

c. documents listed in clause 7.18.2 of the Current Terms are provided within indicated timeframe;

d. Refund application form due to illness and attached documents are submitted in accordance to clauses of the Current Terms;

e. Submitted documents reflect accurate information;

f. Ticket (e-ticket), including personalized ticket, was purchased before Customer’s illness which prevents him/her from attending the event.
7.19 Special refund terms (e-ticket) in case of customer’s rejection of attending an event due to the death of a family member or close relative.
7.19.1 In case if Customer is unable to attend the event due to death of family member or close relative, Customer is eligible to submit refund application form due to death of the relative in accordance with Family Code of Russian Federation and following terms based on clauses 7.1 - 7.15 of the Current Terms. This refund application form can also be forwarded to sales@bolshoi.ru.
7.19.2 The following documents should be attached to refund application form due to death of the relative:

a. Unused original ticket for the event which contains mandatory information of e-ticket as well as copy of e-cheque;

b. A copy of registered medical certificate of death of family member or close relative a copy of death certificate issued by civil registration department;

c. Documents that show the degree of kinship, if the person was a family member of the Customer (spouse, father, mother, son or daughter (adaptive parent or adopted child), either a close relative (grandfather, grandmother, grandson (granddaughter), siblings or half-siblings).
7.19.3 In case if Customer is unable to present documents listed above within indicated period, Customer should present them within 14 days since the date of the event with a condition that refund application form and other documents which are mentioned in this were provided on time.
7.19.4 In case if Customer submits refund application form due to death of the relative in e-form, Customer should present original application form due to death of the relative and documents mentioned above no later than within 14 days after the start day of the event.
7.19.5 Processing period of the refund application form is 10 (ten) working days. In certain cases, it can be extended to 20 days. Processing starts from the day when documents mentioned above were submitted in full.
7.19.6 In case if Customer is unable to attend the event due to reasons, documentally proven, such as death of family member or close relative, Customer is eligible to return ticket (e-ticket), including personalized ticket with following conditions:

a. Ticket (e-ticket), including personalized ticket is not invalid in accordance with the second part of the clause 52.1 of Russian Federation Law dated 9 October 1992 №3612-1 Fundamental Principles of Russian Federation Legislation on Culture;

b. Refund application form and attached documents are provided no later than the event day;

c. Documents listed are provided within time frame indicated in the Current Terms;

d. Refund application form due to death of close relative and attached documents are submitted in accordance to clauses of the Current Terms;

e. Submitted documents reflect accurate information;

f. Death of a family member or close relative occurred no earlier than 14 days of the event day and no later than the day of the event.

g. Death of a family member or close relative occurred after the day when the ticket was purchased (e-ticket) including personalized ticket.
7.20 Procedure to transfer personalized tickets.
7.20.1 Customer who purchased personalized ticket is eligible to apply for ticket transfer to another person no later than 10 days before performance.
7.20.2 Application for ticket transfer should be submitted by a Customer (or his/her representative). Information should be indicated on the ticket and can be submitted during weekdays, 11 am – 6 pm (lunch break 2 pm – 3 pm) at the box office №2 at the Theatre administrative building.
7.20.3 Customer’s ID should be presented upon submission of a transfer application form as well as ID of the person to whom a personalized ticket is transferred to.
7.20.4 Customer’s representative should present ID and power of attorney upon submission of transfer application form.
7.20.5 Consent for personal data processing of the person to whom a personalized ticket is transferred to, should be attached to the transfer application form.
7.20.6 Personalized ticket which was purchased under special programs and special offers, and entails special purchasing terms, including reduced pricing (for category of citizens entitled to benefits), can be transferred to a person who is also entitled to indicated benefits. Transfer application should attach documents which show evidence of the benefits of the visitor. This information is indicated on a personalized ticket, and person to whom the ticket is transferred to.
7.20.7 Transfer of personalized ticket is carried out on the same day when transfer application is submitted under the condition that customer complies with Current Terms.

                                             TICKET REFUND APPLICATION FORM

                                             Return to the beginning of the Rules