Loading...
This website uses non-intrusive cookies to improve your user experience.
You can visit our cookie privacy page for more information.
London: 0207 985 1234 Edinburgh: 0131 550 3709
Logo photo Saint-Petersburg river Logo photo Moscow Kremlin Logo photo Bolshoi in Moscow Logo photo tsarskoe selo Logo photo Kizhi Logo photo Petergof
twitter button for travellers to Russia   facebook

Terms & Conditions

Home

Supply of Service

Russian National Tourist Office Limited (RNTO) is a UK registered company (reg. number 3376738, registered by Companies House, Cardiff, UK on 28th May 1997, registered office: The Mews, Saint Nicholas Lane, Lewes, East Sussex, BN7 2JZ) based at 202 Kensington Church Street, London, W8 4DP, UK, contact phone number: +44 207 985 1234,

e-mail adddress: info@visitrussia.org.uk.

RNTO is an agency authorised by the Russia Visa Application Centre in the UK operating both through our web-site www.visitrussia.org.uk and through our offices at 202 Kensington Church Street in London and 16 Forth Street, Edinburgh EH1 3LH in Edinburgh.

Acceptance of terms

By using this website, you agree to be legally bound by all terms of this Agreement. We reserve the right to change the terms of this Agreement or to change, modify or otherwise alter any features of this website at any time and for any purpose without notice. In the case of a typographical error or technological error causing a mistake in the price or list of the documents to be shown, RNTO reserves the right to correct the error and to charge you the correct price or require the correct documents. 

Application of these terms

Each applicant for a visa hereby accepts and confirms that, prior to submitting a visa application, they have read, understood and agreed to be bound by, without limitation or qualification, all of these terms and conditions.

Liability for Wasted Costs and Expenses

RNTO shall have no liability to any clients, or any other persons relying on or benefiting from any visa application, for any commitment, cost or expenditure incurred in reliance on or anticipation of receiving a Russian visa, whether within a particular timescale or at all, including but not limited to air travel, hotel, and other travel and accommodation arrangements, and any other arrangements made.

RNTO recommends that you do not purchase tickets or make bookings which cannot be cancelled prior to the issuance of a visa, except where it is a specific requirement stated as part of the visa application, in which case open tickets should be obtained.

ATOL protection

Many of the flights and flight-inclusive holidays on this website - as appropriate are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed on this website. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for information, or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate

Visa Department terms and conditions

Air ticketing terms and conditions

Russian Passport Renewal service

Your holiday contract terms and conditions

Outbound department (hotels, transfers and other services)

Affiliates/Third Party Services/Referrals

Visa Department terms and conditions

Scope

RNTO is responsible for the receipt of visa applications and visa fees for travel to Russia or other countries, submission and collection of applications at the Russia Visa Application Centre of VFS, which is an outsourced partner of the Embassy of the Russian Federation in the United Kingdom or other Consulates, and returning passports back to applicants.

Acceptance and Rejection of Applications

The assessment of visa applications is carried out by the Embassy of the Russian Federation or its Consulates, and the granting or refusal of Russian visas is at their sole discretion. The Embassy of the Russian Federation and its Consular Section reserve the right to ask for further documentation and information from the applicant, call up for an interview and/or refuse any visa application. The applicant must supply such additional documents and information if they wish their application to be considered further on.

Fees

Fees stated are only valid on the day that they are quoted or provided by RNTO. If you decide to make your application on a later date, the fees may change.

All fees must be received in full under the available payment options as cleared funds for the application to be processed. If fees are paid by cheque (or other negotiable instrument) then the payment may not be considered to have been received until such cheque or negotiable instrument has cleared. Except where covered in our Refund policy below, fees are not refundable, i.e. fees are payable whether or not a visa is ultimately granted.

The fees will vary depending on the applicant's nationality. Please contact us if you do not find the relevant information on the website.

The fees can be paid by debit or credit cards (some credit cards may have a surcharge, please refer to your booking form), by cash, by postal order or a company cheque (personal cheques are accepted for 6 working days processing only, not express) addressed to Russian National Tourist Office. Bank transfers are also accepted – please contact us for details.

Please note: should full payment of the outstanding amounts not be received by RNTO within 14 days of the payment due date according to the invoice, your account will incur a statutory penalty and interest pursuant to the Late Payment of Commercial Debts (interest) Act 1998 as amended and supplemented by the Late Payment of Commercial Debts Regulations 2002 and be referred to a Debt Recovery Agency acting for and on behalf of DHL, for recovery of the principal sum, penalty and interest, and to whom all communication and payment will need to be directed.

To avoid this action, please ensure that full payment is sent immediately to RNTO at the address on your invoice.  

 

Commitments

RNTO will process visa applications with reasonable care and skill and in accordance with all procedures prescribed by the Embassy of the Russian Federation and the Visa Application Centre.

Whilst we carefully check you application form for errors on the form, we do not guarantee to detect errors on the form and we cannot verify any information you provide.

 

Your Responsibility

All applicants should carefully read and understand the requirements for the visa forms, complete all applications forms truthfully and provide true and accurate information and documentation. They should make sure that they have a valid passport. Upon receipt of the visa, applicants should check the validity of the visa so that it covers the whole period of stay, the number of entries, and the spelling of their names. The visa may be granted for the requested days on the application form. We may extend the period of stay in case RNTO arranges the official invitation, but it is not compulsory.

You need to check information on the issued visa upon receipt of the passport or travel document. RNTO has no liability for any spelling mistakes or wrong information printed on the visa. A Russian visa is valid only in a current passport.

Applicants should also make sure that the purpose of visit is correct. RNTO has no liability if the visa is issued for the wrong purpose. If the circumstances change, the application should be resubmitted for the correct type of visa.

You should register your visa within 72 hours of arrival in Russia. RNTO does not provide visa registering services in Russia.

 

Cancellation

If you start a visa application process, including submitting an online application, you may cancel your application within 7 days after the payment was made but before your visa application is posted or otherwise forwarded by us to the Russian Visa Application Centre in the UK or to any Russian Embassy, in which case we will refund to you the embassy fee, but not any service fee, bank fee or other fee. Once your application has been posted or otherwise forwarded by us, it may not be cancelled.

If you start a visa application process, including submitting an online application, but do not complete the visa application process, including where you fail to send your visa application documentation to us or to attend in person at our offices to complete your visa application, within 12 months of commencing the visa application process, then your visa application shall be considered to be ended and we may retain the embassy and the invitation fees paid by you, as well as all service fees, bank fees and other fees. We shall not be obliged to notify you of this.

Your right above is the only cancellation right you have. Once you have submitted your application to us, you will be taken to have agreed that we may immediately commence processing your application and providing any services, and as a result you will not have any right to cancel under the Consumer Protection (Distance Selling) Regulations 2000. This is because, under Regulation 13(1)(a), you lose your right to cancel if you agree that we can start providing the services within the cancellation period.

In case of cancellation made before your visa application is posted or otherwise forwarded by us to the Russian Visa Application Centre in the UK or to any Russian Embassy, a full refund may be provided, unless another service was provided in the meantime (such as obtaining an official invitation from a travel agent in Russia).

To cancel your order, please send the following details: Your full name, address, contact phone number, email address, order number, service requested, the reason for cancellation, amount paid, method of payment to email info@visitrussia.org.uk (or fax to 0207 495 8555) and call the General Manager on +44 (0) 207 495 7570 to make sure your cancellation email was received.

 

Processing Time

Standard processing time for standard service – 6 working days, which does not include the day of submission. Express processing time – 2 working days, which does not include the day of submission. Same-day visa is not available by law. The list of holidays for the Russian Embassy may vary. Please check with us if you are tight with the dates. If additional documentation is required to complete your application, the process can be significantly delayed.

The processing times for visas are estimates only and based on our experience.

 

Changes to Procedures and Fees

The procedures and fees of the Embassy of the Russian Federation and Consulates for the processing of visas and related services are beyond RNTO’s control and are subject to change without prior notice. RNTO does not accept responsibility for any changes in procedures or fees and reserves the right to pass on any increased fees.

Information on the website is updated within 5 working days.

 

Loss or damage to passports and other travel documents

If a passport, document or other item is lost, misplaced, damaged, delayed or destroyed by any means whatsoever, RNTO shall only be responsible for the basic replacement cost of the said item should the fault rest with them. RNTO is not responsible for items misplaced, damaged, delayed or destroyed by the Consulate, Embassy or a third-party courier company or Royal Mail.

 

Delivery

RNTO will send completed applications and/or other documents by Royal Mail Special Delivery unless otherwise instructed. A delivery charge will be added to your order. Royal Mail Special Delivery, same-day couriers, UK overnight couriers, international courier services and other third-party delivery companies are subject to the conditions set by these individual companies. RNTO accepts no liability for loss or delays incurred when using third-party delivery companies.

 

Cancellations by RNTO

RNTO reserves the right to refuse in its total discretion to handle any application or carry any item at any time, and no reason need be given.

 

Third-Party Rights

Nothing in these Terms and Conditions shall benefit or be enforceable by any person other than the visa applicant, and the Contracts (Rights of Third Parties) Act 1999 shall not apply.

 

Collection outside opening hours (after 6pm or Saturday/Sunday)

If collection is possible (an authorised person is able to handle the documents) the fees are: service charge of £100 + travel expenses if required.

 

Complaints

Please address any complaints to the Complaints Department at the Russian National Tourist Office, 202 Kensington Church Street, London, W8 4DP, UK or call us on 0207 4957570.

 

Applicable Law

These terms and conditions and any visa applications shall be governed and construed in accordance with the laws of England and Wales. Any claims or disputes arising in relation to the services provided by RNTO to the applicant shall be subject to the exclusive jurisdiction of the courts in England and Wales.

 

Affiliates/Third-Party Services/Referrals

RNTO may pay commission in the form of a referral fee to any companies that refer business to us, and by agreeing to these terms and conditions, you are acknowledging that we have disclosed these business and financial agreements to you.

In certain cases, RNTO may receive royalties, commissions, referral fees and all marketing contributions from third parties where we refer users of www.visitrussia.org.uk to external websites that are not under the control of RNTO. RNTO does not accept any liability or responsibility for the services provided by a third party. We do not endorse and shall not be held responsible or liable for any content, advertising, products or services on or available from such websites or material.

 

Refund Policy

Refund of an Embassy's and Visa Application Centre fees

If RNTO is in breach of contract or negligent in relation to any visa application submitted, resulting in the visa not being granted or loss of applicant’s passport with valid visas, in each case, wherein the applicant has to apply for a new passport or cannot travel to Russia at the times stated by the applicant in his/her visa application, then RNTO will refund to the applicant the Embassy fee, the Russian Visa Application Centre fees but not any service fee, bank fee or other fee (as the cost of the visa invitation).

RNTO will refund the Embassy fee and the Visa Applcation Centre fee if you cancel your visa application before it is forwarded by us to the Russian Visa Application Centre or Russian Embassy, but not any service fee, bank fee, or other fee.

Refunds will be made within 30 days after a request for refund was accepted by RNTO. It will be made the same way the money was paid.

 

Privacy rights

We collect and process personal data only in strict compliance with the Data Protection Act 1998 and associated legislation.

RNTO has legal obligations, under the Data Protection Act 1998, to collect any personal information that you provide to us fairly. RNTO will hold your personal information securely. Manual destruction of files, records and computer print-outs containing sensitive data is carried out in a secure way by internal shredding.

Due to privacy laws, RNTO employees are unable to discuss your personal details with any third party enquiring on your behalf (including family) unless you provide your consent authorising us to do so.

 


Air ticketing terms and conditions

Any booking made or order placed by you, whether through the www.visitrussia.org.uk website or otherwise, shall be deemed an offer by you to purchase the relevant items subject to these booking conditions. Note that RNTO is selling the tickets as agents for the airlines, which means the contract for the flight product will be between you and the airline.

Please note that for each ticket there are additional terms which are specific to that fare. They may, for example, state that the ticket is non-cancellable or non-refundable, and have other information relating to itinerary and refunds. You must read the FLIGHT RULES for each ticket. You can find the relevant FLIGHT RULES on the visitrussia.org.uk website or by requesting it over the phone when you progress through the purchase process.

You are responsible for complying with any airline's terms in relation to check-in times, reconfirmation of flights or other matters. In relation to flight tickets, you are required to use all flight coupons in order of sequence. If this requirement is not met, the airline may void the ticket.

 

Fares

All fares are quoted exclusive of taxes, plus the tax amount and then a total. These are added together to form your final quotation. Fares are subject to change without prior notice and are only guaranteed following confirmation of the contract.

Please note: should full payment of the outstanding amounts not be received by RNTO within 14 days of the payment due date according to the invoice, your account will incur a statutory penalty and interest pursuant to the Late Payment of Commercial Debts (interest) Act 1998 as amended and supplemented by the Late Payment of Commercial Debts Regulations 2002, and be referred to a Debt Recovery Agency acting for and on behalf of DHL, for recovery of the principal sum, penalty and interest, and to whom all communication and payment will need to be directed.

To avoid this action, please ensure that full payment is sent immediately to RNTO at the address on your invoice.

 

Reservations

In the vast majority of cases, RNTO becomes aware of the availability of flights tickets for sale because it connects to large databases operated by third parties, which contain that availability. These databases are commonly called General Distribution Systems (GDS) or Central Reservation Systems (CRS), and it is through these GDS/CRS that RNTO purchases the relevant ticket.

Be aware that certain airlines do not maintain "real time" seat availability in the GDS/CRS. Whilst every effort is made to reflect the true situation, instances may occur when airlines cancel sales. RNTO will advise you within 48 hours if this is the case and will do all they can to reinstate your booking.

Further, there are a tiny number of airlines which participate in the GDS/CRS, but do not participate in the UK Ticketing Plan. In the unlikely event that you purchase tickets from an airline that does not participate in the UK Ticketing Plan, Globepost will be unable to issue the relevant tickets, and will have to terminate the reservation.

In either instance, we will not be liable for any additional costs incurred in having to purchase new tickets at a higher fare. Payment for tickets will of course be refunded to you if the reservation is terminated by the airline or us.

1. Flight Reconfirmation

In the event of a schedule change, it is not always necessary to have your tickets revalidated. However, in the event that this is necessary, we will inform you in due course and issue new tickets for you to use on your journey.

2. Cancellation / Amendments

If you need to change or cancel your travel plans, it is your responsibility to notify RNTO of such a request. Please note that some tickets are non-refundable and/or do not allow changes.

Where changes/refunds are permitted by the airline, RNTO applies an administration fee of £20 per person for any modifications, changes or cancellations to fares. This will be regardless of the price or face value of the fare. Please note: this fee is also charged in cases of airport tax refunds, when the fare is non-refundable. Any booking fees or credit card charges are non-refundable.

In addition to the RNTO charges, most airlines also have a penalty or cancellation fee for any changes or cancellations to fares. Please ensure you read the FLIGHT RULES for the fare selected as cancellation and amendment charges imposed by the airline are notified in the flight rules. If you are holding a booking for which a ticket has been issued and you do not notify us of your desire to cancel, this will be treated as a "no show" and could result in you losing all that you have paid.

If you want to cancel your journey, it is important that you notify us with the utmost urgency. This enables us to cancel your reservation with the airline. To notify us of your request for an amendment or cancellation, please contact our Customer Services Team by telephone or via email.

Those tickets which are refundable or cancelled by us, will be processed and refunded back to the card used at time of booking. Please be advised that the cancellation process could take up to 4 weeks from receipt of the ticket. Some tickets may need to be submitted to the airline for the cancellation and/or refund to be authorised. In this event, your refund request may take longer, but we will advise you in our acknowledgement of the expected turnaround period. Please note that most airlines do not refund on part used tickets. Tickets which are returned more than 1 year from date of issue, are classified as expired tickets and must be submitted to the airline for their authority to refund.

The type of tickets which will be issued for your booking depends on the airline and route you are booking. The majority of airlines are increasingly issuing electronic tickets, and the Russian National Tourist Office will issue electronic tickets whenever the itinerary permits (airlines now insist that e-tickets are issued in these circumstances).

Due to IATA's withdrawal of paper tickets from all IATA travel agents effective 1st June 2008, only e-tickets may now be issued for scheduled flights. There may be a small number of cases where an e-ticket cannot be issued. In these instances, RNTO will endeavour to notify you within 2 working days, and let you know what alternative options may be possible.

You should ensure that you travel with your booking confirmations, e-tickets and any other travel documentation at all times. We will not be liable for any supplier not providing you with the booked product or service if you do not produce such documentation.

 

Non-Delivery / Non-Receipt of Tickets

It is your responsibility to advise us if you do not receive your tickets/e-tickets.

RNTO cannot accept responsibility if you fail to receive your e-tickets due to providing an inaccurate email address or your junk email settings. We recommend that you add info@visitrussia.org.uk to your safe list.

Once documents leave our offices, we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued, all costs must be paid by you.

The company reserves the right to charge further postage fees for re-sending your tickets.

 

Russian Passport Renewal service

Scope

RNTO is responsible for the receipt of the application form for passport renewal and fees, and submission of applications at the Russian Embassy in London. We are unable to collect passports on behalf of customers.

Acceptance and Rejection of Applications

The assessment of passport renewal applications is carried out by the Embassy of the Russian Federation or its Consulates, and the acceptance or refusal of the application is at their sole discretion. The Embassy of the Russian Federation and its Consular Section reserve the right to ask for further documentation and information from the applicant, call for an interview and/or to refuse an application submitted by us. The applicant must supply such further documents and information if they wish their application to be considered further.

Fees

Fees stated are only valid on the day that they are quoted or provided by RNTO. If you decide to make your application on a later date, the fees may change.

Please note: should full payment of the outstanding amounts not be received by RNTO within 14 days of the payment due date according to the invoice, your account will incur a statutory penalty and interest pursuant to the Late Payment of Commercial Debts (interest) Act 1998 as amended and supplemented by the Late Payment of Commercial Debts Regulations 2002, and be referred to a Debt Recovery Agency acting for and on behalf of DHL, for recovery of the principal sum, penalty and interest, and to whom all communication and payment will need to be directed.

To avoid this action, please ensure that full payment is sent immediately to RNTO at the address on your invoice.

Commitments

RNTO will process Russian passport renewal applications with reasonable care and skill and in accordance with all procedures prescribed by the Embassy of the Russian Federation.

Whilst we carefully check you application form for errors on the form, we do not guarantee to detect errors on the form and we cannot verify any information you provide.

Cancellation

Once you have submitted your application, you will be taken to have agreed that we may immediately commence processing you application and providing any services. As a result, you will not have any right to cancel under The Consumer Protection (Distance Selling) Regulations 2000. This is because, under Regulation 13(1)(a), you lose your right to cancel if you agree that we can start providing the services within the cancellation period.

Processing Times

The processing time for a new international passport may take up to 3 months. Standard processing time is 2-2.5 months. The processing times for passports are estimates only and based on our experience.

Changes to Procedures and Fees

The procedures and fees of the Embassy of the Russian Federation and Consulates for the processing of passports are outside the control of RNTO and subject to change without prior notice. RNTO does not accept responsibility for any changes in procedures or fees and reserves the right to pass on any increased fees.

Information on the website is updated within 5 working days after new procedure or new fees being applied.

Cancellations by RNTO

RNTO reserves the right to refuse in its total discretion to handle any application or carry any item at any time, and no reason need be given.

Complaints

Please address any complaints to the complaints department at the Russian National Tourist Office, 202 Kensington Church Street, London, W8 4DP, UK or call us on       0207 4957570.

Applicable Law

These terms and conditions and any visa applications shall be governed and construed in accordance with the laws of England and Wales. Any claims or disputes arising in relation to the services provided by RNTO to the applicant shall be subject to the exclusive jurisdiction of the courts in England and Wales.

 

Your holiday contract terms and conditions

Your holiday contract. This contract is between Russian National Tourist Office Limited (RNTO), UK registered company (reg. number 3376738, registered by Companies House, Cardiff, UK on 28th May 1997, registered office: The Mews, Saint Nicholas Lane, Lewes, East Sussex, BN7 2JZ) based at 202 Kensington Church Street, London, W8 4DP, UK, contact phone number: +44 207 985 1234, e-mail adddress: info@visitrussia.org.uk,  and the client (“the client” and “you” in these conditions), being any person travelling or intending to travel on a tour or any other travel arrangement operated by the Company. This contract (including all matters arising from it) is subject to English Law and the exclusive jurisdiction of English Court.

Booking

We accept bookings in several ways: over the telephone, email or via our website. You must pay a deposit of 10% of your selected land-only travel arrangements (minimum 100 GBP) plus the offered flight ticket quote (for flight-inclusive packages in order to secure the cheapest ticket price available). The person making the booking warrants that he/she is at least 18 years old and has full authority to enter into a contract on the basis of these conditions on behalf of all persons named on the booking, and confirms that all such persons are fully aware of and accept these conditions. Clients booking over the phone, on the website, by email or facsimile will be deemed to have signed the Declaration on the booking form meaning that you (and any other person on whose behalf you book ) agree to accept all of these conditions and you acknowledge that you have read the relevant trip dossier on our website (or our brochure). You also warrant that the information given by you on the booking form is complete and true. A booking is accepted and becomes definite only from the date the Company sends a confirmation invoice. It is at this point that a contract between the Company and the client comes into existence.

Payment for your holiday

You must then pay the balance of the holiday price not later than 56 days before departure. If you book less than 56 days before departure, full payment must be made on booking. If any balance remains unpaid, your travel documentation will not be issued and we reserve the right to treat your booking as cancelled and apply the cancellation charges set out in Section 7 below. Monies paid to an agent acting on behalf of the Company, for tours operated by the Company, are held by the agent on our behalf at all times.

Consumer Protection

The holidays and flights are ATOL protected, since we hold an Air Travel Organiser’s Licence granted by the Civil Aviation Authority. Our ATOL number is ATOL 10534.  In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information, visit the ATOL website at www.atol.org.uk.

Changes by you

We understand that sometimes your travel plans may change and we will do our best to assist you in altering your arrangements after booking, but cannot guarantee this will be possible. If alterations can be made, all further costs incurred will be charged to you. Any request for changes must be made in writing from the person who made the booking or your travel agent. You should be aware that costs incurred in changing a booking could increase the closer to the departure date they are made, and you should therefore contact us as soon as possible.

Your Financial Protection

When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

Cancellation by you

You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking or your travel agent on your behalf must be received at our offices. Cancellation charges as shown below will be applicable and are calculated from the day when the written notification is received by the Company or the agent. Cancellation charges displayed as a percentage are calculated based on the land-only price of the travel arrangements, including surcharges. The land-only price does not include visas, visa processing fees and insurance premium which cannot be refunded under any circumstances.

Cancellations for flight tickets: Advertised airfare guaranteed only for groups of 10 people. We strongly recommend you to take out insurance against irrecoverable cancellation costs. Minimum group size is 10. No more than 2 splits are allowed for group bookings, only in case of changing return date. Deposit of 50% (non-refundable) must be paid 21 days before travelling and all remaining money must be paid 14 days before departure date. Deposit cannot be offset against final group size. A refund is not permitted. All no-shows will result in seat cancellation. Names must be received no later than 21 days before departure date, otherwise seats booked without names will be cancelled. Passengers’ name change is not permitted.

Period before departure within which notice of cancellation received by us

AMOUNT OF CANCELLATION CHARGE

More than 56 days - Deposit Only

Between 43 and 56 days - 25%

Between 29 and 42 days - 50%

Between 15 and 28 days - 75%

14 days or less - 100%

Changes by us

While the company will use its best endeavours to operate all tours as advertised, it reserves the right to change any of the facilities, services, prices or itineraries described on our website (our brochure) and we reserve the right to do so at any time. The day-to-day agenda and ultimate goal of the trip are taken as aims and not as contractual obligations. It is a necessary condition of your joining any of our tours that you accept this flexibility. Most of these changes will be minor and we will notify you or your travel agent of them at the earliest possible date. In case of such changes, there is no entitlement to cancel without penalty. If we have to make a major change to your holiday such as a change to your departure airport (except between London airports), major itinerary rerouting, a significant change in the duration of your holiday, a lower than expected standard of accommodation or a change of departure time (but not a flight delay) of more than 24 hours (12 hours for tours of 10 days or less) resulting in a significant inconvenience with regard to your travel arrangements, we will notify you as soon as reasonably possible, if there is time before departure. If advised of a major change before departure, you will have the choice of (1) accepting the changes (at additional cost if applicable), (2) purchasing another available tour from the Company, or (3) cancelling the tour with a full refund. In the event that we notify you of a major change, you must let us know within 3 days of such notification which option you would like to accept. We will also pay compensation as detailed below, unless the major change arises due to reasons of Force Majeure:

Period of notification given to you

AMOUNT OF COMPENSATION PER PERSON

More than 42 days - Nil

15 to 42 days - 15 GBP

14 days or less - 30 GBP

Cancellation by us

Whilst we hope we will never have to cancel your holiday, we reserve the right to do so. If we have to cancel your holiday, we will inform you or your travel agent as soon as reasonably possible and providing there is time before your departure. Should it be necessary to cancel your trip, we will do our utmost to offer alternative travel arrangements of equivalent or similar standards. Alternatively, we will provide a full and prompt refund (please note airline conditions of contract) and will pay you compensation on the scale shown in the section above. Compensation will not be payable if we cancel your travel arrangements for (1) reasons of Force Majeure, (2) inadequate insurance cover, (3) consolidation due to minimum numbers not being attained or (4) failure by you to pay the final balance. You will not be entitled to make any further claim for compensation or damages for any loss, consequential damage, expenses, loss of time or inconvenience which may result from any such cancellation.

Force Majeure

We will not pay you compensation if we have to cancel or change your travel arrangements in any way because of war, riot, industrial dispute, terrorist activity, actions of government authorities, natural or nuclear disaster, fire, adverse weather conditions or other unforeseen circumstances that may amount to force majeure.

Insurance

To take part in one of our tours, you must be covered by adequate insurance for the complete duration of your trip. Clients together with their personal property including baggage are at all times solely at their own risk. Clients are wholly responsible for arranging their own insurance. We can arrange insurance for clients under 65 years old; alternatively, you can arrange it through "insureandgo". Clients not taking out our specially arranged travel insurance are responsible for ensuring that they are in possession of private travel insurance for the full duration of the tour in respect of at least medical expenses, injury, death, cost of repatriation, helicopter evacuation and cancellation of the travel arrangements and curtailment, with adequate cover. Clients making their own arrangements should ensure that there are no exclusion clauses limiting protection for the type of activities included in the tour. You should satisfy yourself that any travel insurance arranged through the Company is what you require and should arrange supplementary insurance if needs be. We reserve the right to cancel your booking at any time before departure if we are not satisfied that adequate insurance for you is in place.

Complaints

You must be aware that the travel services industry in Russia continues to develop and in some cases may not be to the standard of European delivery and expectations.  We are not responsible for service provided during your train, plane, and bus journey.  

If you have a problem during your holiday, you must report this immediately to our local representative or agent and the relevant supplier. You must also obtain written evidence of the complaint while you are away. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to us, giving your booking reference and all other relevant information. If you do not take these steps, you will deny us the opportunity of either resolving the problem on the spot or investigating it fully, and any entitlement you may have to compensation may be extinguished. We are also unable to consider any claim after 28 days and where the assistance or advice of our local representatives has been unsought, rejected or ignored.

Airline conditions of contract. Any flights forming part of your trip will be subject the General Conditions of Carriage and Conditions of Contract of the airline concerned. Such flights will also be subject to international law which often limits the airline liability to passengers in respect of death or bodily injury, delay or damage to baggage. Any flight cancellations due to reasons of force majeure will be processed according to the airline ticket rules.

Our liability to you. Our obligations, and those of our suppliers providing any service or facility included in the tour, are to use reasonable skill and care to arrange for the provision of such services and facilities and, where we or our supplier are actually providing the service or facility, to do so with reasonable skill and care. If you wish to make any claim, you must show that reasonable skill and care has not been used. Standards of, for example, safety, hygiene and quality can vary throughout the transport and destinations that your holiday may involve. Sometimes these standards may be lower than those which would be expected to be found in the UK. The services and facilities included in your travel arrangements will be deemed to be provided with reasonable skill and care if they comply with any local regulations which apply or, in case there are no applicable local regulations, if they are reasonable when compared to the local standards and customs.

For claims which do not involve death or personal injury, we accept liability should any part of the tour arrangements booked with us not be supplied as described in the tour programme and should we/our suppliers fail to satisfy the obligations detailed above.

For claims which involve death or personal injury as a result of an activity forming part of your tour, we accept, and will only have liability should we/our suppliers fail to satisfy the obligations detailed above. If we have liability, we will pay you reasonable compensation.

We shall have no liability where the cause of the failure to provide, or failure in, your travel arrangements or any death or personal injury you may suffer is not due to any fault on our part or our suppliers, because: a) the reason for the failure in the tour arrangements was the client’s fault; or b) such failures are attributable to the actions of someone unconnected with the tour arrangements; or c) such failures are due to unforeseeable circumstances which could not have been avoided by the Company or its suppliers even if all due care had been exercised.

If any international convention applies to or governs any of the services or facilities included in the tour arranged or provided by us, or provided by any of our suppliers, and you make a claim against us of any nature arising out of death, injury, loss or damage suffered during or as a result of the provision of those services or facilities, our liability to pay you compensation and/or the amount (if any) of compensation payable to you by us will be limited in accordance with and/or in an identical manner to that provided for by the international convention concerned (in each case including in respect of the conditions of liability, the time for bringing any claim and the type and amount of any damages that can be awarded). International conventions which may apply include: in respect of international air travel, the Warsaw Convention (including as amended by the Hague protocol 1955 and by any of the additional Montreal protocol 1975) or the Montreal Convention 1999, in respect of rail travel, the Berne Convention 1961, in respect of carriage by sea, the Athens Convention 1974, in respect of carriage by road, the Geneva Convention 1973; and, in respect of hotels, the Paris Convention 1962.

If you choose to issue court proceedings in respect of a claim against us, you must do so within 2 years of your return from your tour or within 2 years of first discovering the matters giving rise to the claim, if this is later. If you don’t, then our liability to you will be limited in all cases to a sum of GBP100.

You must, if we are adjudged to have, or if we accept, liability for a claim that you make, assign to us or our insurers, as we require, all your rights that you may have against any of our servants, agents or suppliers which is in any way responsible for the failure of your holiday or any death or personal injury you may suffer. You must also cooperate with us in any claim we choose to bring against any third party which we, in our discretion, deem to be so responsible.

Other than as set out above, and as is detailed elsewhere in these booking conditions, we shall have no legal liability whatsoever to you for any loss, damage, personal injury or death which you may suffer arising directly or indirectly from any aspect of your holiday.

Postage and documents delivery. Customers are responsible for providing the correct delivery address. If you provide us with a self-addressed prepaid envelope, we will use it for your documents delivery and we always recommend using Royal Mail Next Day Special Delivery service. Otherwise, we will endeavour to use the best available delivery option for sending your documents to the specified address. For passports delivery, we normally use Royal Mail Next Day Special Delivery service. All claims/refunds related to documents delivery will be handled according to the terms and conditions of the relevant delivery supplier.

Independent arrangements/excursions. Any independent arrangements that you make and which are not part of the tour are entirely at your own risk

Passports, visas, health. We provide assistance in processing visas. Clients are responsible for arranging a visa to their travel destination and must be in possession of a valid passport and any visas required for the whole journey, and we accept no responsibility in the event that these are not secured in time for departure.

Health. Recommended inoculations for travel may change at any time and you should consult your doctor on current recommendations before you depart. Health requirements for your holiday destination are outlined in the Department of Health leaflet entitled ‘The Traveller's Guide to Health’ (T4), which is available by calling         0800 555 777. It is your responsibility to ensure that you obtain the recommended inoculations, take all recommended medication and follow all medical advice in relation to your trip.

 

Outbound department (hotels, transfers and other services)

Booking

We accept bookings in several ways: over the telephone, email or via our website. Clients booking over the phone, on the website, by email or facsimile will be deemed to have signed the Declaration on the booking form meaning that you (and any other person on whose behalf you book ) agree to accept all of these conditions and you acknowledge that you have read the relevant trip dossier on our website (or our brochure). You also warrant that the information given by you on the booking form is complete and true. A booking is accepted and becomes definite only from the date the Company sends a confirmation invoice. It is at this point that a contract between the Company and the client comes into existence.

Changes by you

We understand that sometimes your travel plans may change and we will do our best to assist you in altering your arrangements after booking, but cannot guarantee this will be possible. If alterations can be made, all further costs incurred will be charged to you. Any request for changes must be made in writing from the person who made the booking or your travel agent. You should be aware that costs incurred in changing a booking could increase the closer to the departure date they are made, and you should therefore contact us as soon as possible.

Cancellation by you

You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking or your travel agent on your behalf must be received at our offices. Cancellation charges as shown below will be applicable and are calculated from the day when the written notification is received by the Company or the agent. Cancellation charges displayed as a percentage are calculated based on the land-only price of the travel arrangements, including surcharges.   

Cancellation of the booking £10.00

Refunds - administrative fees £10.00

Amendements:  free

Amendements outside of working hours:  £20.00

Cancellation of the booking outside of working hours:  £20.00

Force Majeure

We will not pay you compensation if we have to cancel or change your travel arrangements in any way because of war, riot, industrial dispute, terrorist activity, actions of government authorities, natural or nuclear disaster, fire, adverse weather conditions or other unforeseen circumstances that may amount to force majeure.

 

Affiliates/Third Party Services/Referrals

RNTO may pay a commission in the form of a referral fee to any companies that refers business to us, and by agreeing to these terms and conditions, you are acknowledging that we have disclosed these business and financial agreements to you.

In certain cases, RNTO may receive royalties, commissions, referral fees and all marketing contributions from third parties where we refer users of www.visitrussia.org.uk to external websites that are not under the control of RNTO.  RNTO does not accept any liability or responsibility for the services provided by a third party.  We do not endorse and shall not be held responsible or liable for any content, advertising, products or services on or available from such websites or material.

Privacy rights

We collect and process personal data only in strict compliance with the Data Protection Act 1998 and associated legislation.

RNTO has legal obligations, under the Data Protection Act 1998, to collect any personal information that you provide to us fairly. RNTO will hold your personal information securely. Manual destruction of files, records and computer print-outs containing sensitive data is carried out in a secure way by internally shredding.

Due to privacy laws, RNTO employees are unable to discuss your personal details with any third party enquiring on your behalf (including family) unless you provide your consent authorising us to do so.

Newsletter

By filling in the online booking form on the www.visitrussia.org.uk (visa, tours), you agree to receive regular email updates from RNTO. You may remove your email from our database at any time by sending an email to info@visitrussia.org.uk with the subject  "Unsubsribe", No reason need be provided or click unsuscribe button the e-mail body.