MAIN PROVISIONS
Entry into force of the Terms. Structure of the Terms.
The Terms shall apply to the relations between:
Hotel Booking LLC, a company established under the laws of the Russian Federation, OGRN 1157746695644, legal address: 119435, Moscow, Bolshoi Savvinsky Pereulok, 12, building 16 (hereinafter referred to as the "Company"),
and
Users of the Service , who make and pay for the Booking and (or) Transfer Order via the Service.
The Company and the User may be hereinafter referred to together as "Parties", and individually as "Party".
By making a Booking and (or) ordering a Transfer, the User agrees to The Terms in the version current at the time of making the Booking (Transfer order).
The User gives and the Company receives the consent at the moment when the User clicks on the "BOOK" button or the "CONTINUE" button (the button, when clicking on which, when ordering a Transfer, the User goes to the page of the Service, where the bank card details are entered), whichever is earlier.
The Terms include three sections:
If there are contradictions between the sections, The Terms established by the sections have priority over the Terms established by the General Provisions.
Booking means a set of actions of the User, as a result of which the User, accepting these The Terms, forms an order for accommodation in the Hotel.
Voucher means an electronic confirmation of the Reservation sent to the User's e-mail specified during the Reservation, containing information about the Reservation, in particular, the name, location (address) of the Hotel, date of creation of the Reservation, dates of expected check-in and check-out, information about the room category, bed configuration, information about the prepayment (if any), conditions about the possibility and terms of cancellation of the Reservation, consequences of untimely cancellation of the Reservation and no-show of the User, other information determined at the User's discretion.
Transfer Voucher means an electronic confirmation of the conclusion of the Contract of Carriage sent to the User's e-mail specified in the Transfer Order, containing information on the terms and conditions of the Contract of Carriage. In particular, the Transfer Voucher may contain the following information:
Time of Arrival means a local time at which the transport used for provision of Transfer Services shall arrive at the place of transfer departure in a condition ready and suitable for provision of Transfer Services.
Standard baggage means baggage measuring 55x45x25 cm (22x18x10 inches). Luggage larger in at least one dimension is considered oversized.
Hotel Services means accommodation (lodging) services at the Hotel, including other services specified in the Voucher, except for any other additional services provided by the Hotel to the User at the User's request and not expressly specified in the Voucher.
Contract of Carriage means an agreement for the carriage of passengers and luggage under an Order or other contract with a similar subject matter between the User and the Carrier.
Transfer Order means a set of actions of the User, as a result of which the User forms an order for conclusion of the Contract of Carriage.
Personal Account means a section of the Website for registered Users containing, among other things, tools for managing the Booking (Transfer Order).
No-show means the User's failure to come to the Hotel to check-in to the Room.
Non-arrival means the User's failure to arrive at the place of transfer departure at the time indicated in the Voucher.
Room means a room in the Hotel (and, where applicable, also a house (cottage) and its parts, apartments, bed/bed-room in common areas, etc.), which is the object of the Booking.
Hotel means any complex of premises (hotel, boarding house, sanatorium, holiday resort, recreation centre, guest house, hostel, etc.), the Rooms in which are offered for Booking; and, depending on the context, also means a legal or natural person owning or managing the Hotel, as well as other third party distributing hotel inventory as an agent or supplier.
Carrier means a person who provides passenger and baggage transport services to the User in accordance with the Contract of Carriage.
Booking Cancellation Policy means unilaterally established by the Hotel conditions of cancellation and modification of the Booking made by the User, including the consequences of the User's failure to comply with these conditions, including in connection with the User's No-show. The Booking Cancellation Policy shall be communicated to the User in the process of making the Booking and its payment, as well as indicated in the Voucher.
Transfer Order Cancellation Policy means unilaterally established by the Carrier conditions of cancellation and change of the Transfer Order made by the User, including consequences of the User's failure to comply with these conditions, including in connection with the User's non-arrival. The Transfer Order cancellation policy is communicated to the User in the process of making the Transfer Order and its payment, as well as indicated in the Transfer Voucher.
User means a legally capable natural person who has reached the age of 18, accepts these The Terms and has the legal right to make a Booking (Transfer Order) through the Service and pay its cost.
Service means a multifunctional information and technological online platform for booking Hotels and ordering Transfers available on the Website; versions and modifications of the Service designed for mobile devices, including in the form of applications (programmes); as well as fragments of the Service included as an integral part of other resources (websites) of the Company's partners, where these Terms or a link to them are placed.
Website means a publicly accessible resource on the Internet located at: www.ostrovok.ru.
Transfer means the movement of the User and other persons, as well as luggage along the route specified by the User in advance, in accordance with the terms and conditions agreed between the User and the Carrier.
Transfer Services means the services provided by the Carrier to the User under the Contract of Carriage.
The Company is a duly authorised owner of the Service. Access to the Service is provided to the User on the terms of a free, simple, non-exclusive licence on the territory of the whole world for the period of performance of all obligations related to the User's booking (Transfer Order) on the Service and provision of Hotel Services and/or Transfer Services by the Hotel and/or Carrier to the User.
The User may use the Service in the following ways:
The User agrees to use the Service only to make a Booking (Transfer Order) in his/her own interests or in the interests of third parties for whom the User has the right to make a Booking (Transfer Order), for purposes that do not constitute entrepreneurial activity; in this case the User confirms that the third parties for whom the User makes a Booking (Transfer Order) are informed about the fact of making a Booking (Transfer Order), these Terms and conditions of the Bookings (Transfer Orders) being made.
The Company takes all measures in its power to maintain the proper performance of the Service, but does not guarantee that:
THE COMPANY IS THE OWNER OF THE INFORMATION AGGREGATOR IN ACCORDANCE WITH THE PROVISIONS OF THE LAW OF RF FROM 07.02.1992 N 2300-1 "ON PROTECTION OF CONSUMER RIGHTS".
The Company is duly authorised to make commercial use of the Service. The Company has the right to offer Hotels to place on the Site information about the Hotel Services provided by them, as well as to offer Users to make and pay for the Booking and (or) Transfer Order under the terms of these The Terms.
In accordance with The Terms, the Company provides the User with free of charge access to the information base of the Hotels with the possibility to make and pay for the Booking, the possibility to make a Transfer Order and conclude a Carriage Agreement with the Carrier, to pay for the Hotel Services, Transfer Services, as well as the possibility to use the customer support services of the Service. The Company does not charge the User any fees related to making and paying for the Booking, ordering a Transfer, concluding contracts.
WHEN THE USER CONFIRMS THE BOOKING BY THE HOTEL (TRANSFER ORDER BY THE CARRIER), THE USER ENTERS INTO LEGAL RELATIONS WITH THE HOTEL (CARRIER), WHICH UNDERTAKES TO PROVIDE THE USER WITH HOTEL SERVICES (TRANSFER SERVICES).
All essential conditions of the Booking (Transfer Services), including the possibility to make any changes in the issued Booking (Transfer Order), cancellation of the Booking (Transfer Order), application of consequences of cancellation or change of the Booking (Transfer Order), consequences of non-arrival of the User to the Hotel (non-arrival to the place of Transfer departure), are determined by The Terms of the Hotel (Carrier) in force at the moment of making the Booking (Transfer Order) and are reflected in the Voucher (Transfer Voucher).
The User gets acquainted with all the terms and conditions of the Booking (Transfer Order) in the course of the Booking (Transfer Order). If the User does not understand any terms and conditions of the Booking (Transfer Order), including the terms and conditions of cancellation and making any changes to the made Booking (Transfer Order), the User should clarify the necessary information to the Customer Support Service of the Service.
THE USER IS OBLIGED TO COMPLETE THE BOOKING (TRANSFER ORDER) ONLY IF HE/SHE UNDERSTANDS ALL ESSENTIAL CONDITIONS OF THE BOOKING (TRANSFER ORDER), ITS CANCELLATION AND CHANGES, INCLUDING THE CONDITIONS OF APPLICATION OF DEDUCTIONS FOR CANCELLATION AND CHANGES.
The Company has the right to apply measures aimed at increasing the User's confidence in the Service.
The User pays for the Booking (Transfer Services) directly on the Website by bank card or other means of electronic payment.
When making a Booking, the User may also pay for the Booking directly to the Hotel upon check-in or check-out.
THE COMPANY IS NOT INVOLVED IN THE TRANSACTIONS BETWEEN THE USER AND THE HOTEL (CARRIER) (AS WELL AS THE THIRD PARTY INDICATED BY THE HOTEL (CARRIER)) AND IS NOT LIABLE TO THE USER FOR THE FUNDS TRANSFERRED BY THE USER TO THE HOTEL (CARRIER) AND THE THIRD PARTIES INDICATED BY THE USER.
By providing bank card information during the Booking (Transfer Order) process, the User confirms that he/she is familiar with the terms and conditions of the Booking (provision of the Carriage Services) (including the terms and conditions of changing/cancelling the Booking (changing the terms and conditions/cancellation of the Carriage Services)) of the selected Hotel (Carrier) and agrees with them.
When making a Booking (Transfer Order), the User is not entitled to specify the data of a bank card that does not belong to such User, except for the cases when the User has obtained the consent of the owner (holder) of the bank card to use the data of such bank card to pay for the Booking (Transfer Services). Using bank card data for the purposes of making a Booking (Transfer Order) on the Website, the User confirms and guarantees that he/she is the legal holder of such bank card, and in case of using a bank card that does not belong to him/her, that he/she has the necessary consent of the legal holder of such bank card to use it for the purposes of guaranteeing or paying for the Booking (Transfer Services).
The owner of the bank card is in any case responsible for the safety of his/her bank card data, as well as for any actions carried out with the use of such data, and the Company is not liable to the Hotel (Carrier) or the owner of the bank card for unauthorised use of the bank card data by any third party for the purposes of guaranteeing or paying the cost of the Booking (Transfer Order) on the Website.
When using a bank card, its data are protected by SSL (Secure Sockets Layer) technology. The Service takes appropriate measures to ensure the security of Users' payment card data on the basis of PCI DSS (Payment Card Industry Data Security Standard) standards.
Authorisation of bank card transactions is performed by the bank. If the bank has reasons to believe that the operation is fraudulent, the bank has the right to refuse to carry out this operation. Also, in order to monitor and avoid cases of misuse of bank cards, Reservations (Transfer Orders) made through the Service and paid for or guaranteed by a bank card can be selectively checked by the Company and the Customer Support Service of the Service. The Company has the right to cancel the Booking (Transfer Order), if the User refused to provide true and complete information confirming the use of the bank card on legal grounds, or if the User did not respond to the Company's request within the time limit set for this purpose.
By paying for the Booking (Transfer Services) on the Website with a bank card, the User agrees to debit the card with an amount equivalent to the amount in the currency of the Booking (Transfer Order). Bank card issuing banks may use their internal conversion rates, which may affect the amount actually debited from the User's bank card account. All financial risks related to payment for the Booking (Transfer Services) in the card currency other than the currency of the Booking (Transfer Order) lie solely on the User.
The Terms of Hotel Reservation and The Terms of Transfer Ordering, respectively, set the conditions for refunds for different categories of services.
Due to the specificity of financial transactions, the time between the refund operation and the actual crediting of money to the User's account depends on internal banking procedures and the speed of data processing by the User's issuing bank.
THE COMPANY IS NOT LIABLE TO THE USER FOR THE QUALITY OF HOTEL SERVICES PROVIDED BY THE HOTEL (TRANSFER SERVICES PROVIDED BY THE CARRIER), AS WELL AS FOR LOSSES INCURRED BY THE USER AS A RESULT OF ACTIONS (INACTION) OF THE HOTEL (CARRIER), INCLUDING PHYSICAL AND (OR) MORAL DAMAGE CAUSED TO THE USER.
The Service may contain links to third-party websites that are not controlled by the Company. The Company is not responsible for the content, accuracy, completeness, security, privacy policies, collection or processing of personal data, or any acts or omissions of the owners of such websites. The User accesses such third-party websites entirely at their own risk.
The User confirms the authenticity of his/her personal data, as well as personal data of third parties provided in the process of Booking (Transfer Order), and assumes all responsibility for their accuracy, completeness and reliability. The User assumes all possible risks associated with errors and inaccuracies in the personal data provided by the User.
The Company ensures safety and security of personal data of the User and third parties, for whom/on behalf of whom the User makes a Booking (Transfer Order), during their processing in accordance with the applicable legislation. By making a Booking (Transfer Order), the User transfers his/her personal data to conclude a contract on his/her initiative or a contract under which the User will be a beneficiary, as well as to fulfil a contract to which the User is a party or a beneficiary.
The User can familiarise himself with the information on the procedure for processing his personal data by studying the Policy of the ostrovok.ru hotel reservation service in the field of processing and ensuring the security of personal data of customers, which is publicly available on the Website at https://ostrovok.ru/legal/site/privacy-policy/.
If the User provides the personal data of third parties for whom (on behalf of and/or in whose interests) the User makes a Booking (Transfer Order) and whose data are transferred to the Company, the User confirms and undertakes to provide, at the Company's request, the consent in writing of the relevant personal data subject to the processing, transfer and/or trans-border transfer of his/her personal data in accordance with clause 1 part 4 of the above mentioned law. 4 para. 1 of the aforementioned law. The User assumes all possible risks associated with the absence of this consent and/or impossibility to provide it, and undertakes to compensate all losses, including, but not limited to, legal fees and fines incurred by the Company and related to the violation of this paragraph, at the written request of the Company within 10 (ten) calendar days.
In case of questions or difficulties, the User can contact the customer support service of the Service.
In case of contacting the Customer Support Service of the Service, the User should provide the following data to the Company's employees upon their request: the number of the Booking (Transfer Order); the telephone number and/or e-mail address indicated during the Booking (Transfer Order), the name and surname of the User who made the Booking (Transfer Order), as well as other information necessary to identify the User. In case of failure to provide the above data, the Company reserves the right to refuse to consider the User's application in order to prevent fraudulent actions on the Service.
The Parties will make every effort to reach an agreement on disputable issues through negotiations, taking into account the terms of these The Terms.
Claims specifying the details of the Booking (Transfer Order) and detailing the essence of the claims and requirements may be sent:
The law of the Russian Federation shall apply to the relations of the Parties under The Terms.
All possible disputes arising from the provisions of these Terms and not settled by negotiations or within the framework of claim (pre-trial) proceedings shall be resolved in the courts of the Russian Federation.
Payment Guarantees
In order to guarantee the payment of the cost of the Booking at the Hotel, the Hotel may, before or at the time of check-in, request the User to provide his/her bank card details and may refuse accommodation in case of inability to authorise the bank card or insufficient funds on the bank card in the amount sufficient to cover the cost of the User's stay at the Hotel, as well as other additional services.
Additional taxes and fees
The User agrees that the local legislation of certain countries or their administrative-territorial units (states, departments, regions, cities, etc.) may impose additional taxes (tourist tax, resort tax, etc.) to be paid by the User additionally upon check-in to the Hotel.
Refund of prepayment of Hotel services
The User has the right to make a claim to the Company for a refund of the amount of the prepayment for the Hotel Services.
The Company shall refund the amount of the prepayment received for the Hotel Services within ten calendar days from the date of the User's claim, provided that the following conditions are met:
- The booking, in respect of which the User has made a prepayment to the Company's bank account, is not provided on time;
- The User has independently sent to the Hotel a notice of cancellation of the contract for the provision of Hotel Services due to the Hotel's breach of the obligation to provide services within the established term.
The User shall send the notice of cancellation of the contract for the provision of the Hotel Services on its own; the Company is not required to send this notice to the Hotel for its subsequent forwarding.
In order to refund the amount of the User's prepayment, the User is obliged to provide the Company with a confirmation of sending the notice of cancellation of the contract for the provision of Hotel Services to the Hotel.
The possibility of cancellation or modification of the Booking, as well as the occurrence of consequences in the form of full or partial retention of the Booking price depends solely on the Hotel in accordance with the cancellation policy established by the Hotel. The Company shall not be liable to the User for any losses incurred as a result of the User's actions aimed at changing or cancelling the Booking in violation of the Hotel's cancellation policy.
In case of necessity to change:
- a Booking, the cancellation of which is subject to full or partial retention of its cost, the User should contact the Service's customer support service at the telephone numbers indicated on the Website;
- cancellation of the Booking - the User shall cancel the Booking in Personal Account and make a new Booking.
If it is necessary to cancel the Booking, the User shall cancel the Booking in the Personal Account or contact the Customer Support Service of the Service by the phone numbers indicated on the Website.
In case of cancellation of the Booking, consequences in the form of full or partial retention of the Booking cost may be applied, according to the Cancellation Policy of the particular Hotel. The Customer Support Service of the Service can consider the User's request to minimise the consequences in the form of full or partial withholding of the Booking price only after the cancellation of the Booking by the User. The Customer Support Service of the Service does not guarantee the Users to minimise the consequences of the cancellation of the Booking. The Reservation is considered cancelled (cancelled) from the moment the User receives a confirmation of the cancellation (cancellation) of the Reservation to the e-mail address specified by the User when making the Reservation.
The User assumes all possible risks associated with the change of the Booking (e.g. the need for additional payment to the amount of the already made Booking, registration of a new Booking, change of price, application of consequences in connection with the change of the Booking, etc.). The Company recommends the User to clarify the consequences of changing or cancelling a previously made Booking in advance with the Service's customer support service.
The Hotel reserves the right to refuse to check-in persons who are under the age of majority in accordance with the legislation of the country where the Hotel is located, unaccompanied by legal representatives. The User is obliged to additionally request the possibility of independent check-in of such minors when making a Booking, otherwise the Company is not responsible for the Hotel's refusal to check them in.
If the User cannot be accommodated due to the fault of the Hotel according to the Voucher, the Hotel at its own expense may offer the User alternative accommodation in a similar Hotel in rooms of the same or higher category and without charging an additional fee. The User is obliged to immediately inform the Customer Support Service of the Service about the refusal of the Hotel to accommodate the User on the conditions specified in the Voucher.
If the User cannot be accommodated in the Hotel, the Company may, but is not obliged to, independently and at its own expense, offer the User alternative accommodation options (in addition to the options offered by the Hotel) that meet or exceed the level of the previously booked Hotel. The User has the right either to accept the offered variants or to choose the Hotel independently.
IF THE USER DECIDES TO CHOOSE ALTERNATIVE ACCOMMODATION AND REFUSES THE OPTIONS OFFERED BY THE HOTEL OR THE COMPANY, ABOUT WHICH THE USER MUST IMMEDIATELY INFORM THE CUSTOMER SUPPORT SERVICE, THE COMPANY IS OBLIGED TO REFUND THE USER THE ORIGINAL COST OF THE BOOKING PAID BY THE USER.
Responsibility for the execution of the contract concluded by the User with the Hotel on the basis of the information provided by the Company about the Hotel Services or their Provider, as well as for the observance of consumer rights violated as a result of the provision of improper quality services to the User, is borne by the Hotel. The User releases the Company from liability for any negative consequences or losses resulting from inaccurate, insufficient and untimely information and documents provided by the User when making a Booking or staying at the Hotel, or in case of violation by the User of other conditions, rules and requirements stipulated by these The Terms and any applicable legislation.
All information about the Hotels included in the information base and available for Booking through the Service, as well as the terms of making and cancelling (changing) the Booking, are provided by the Hotels, their duly authorised agents and distributors or other representatives. The Company shall not be liable for possible inaccuracies and errors in descriptions, prices and other information about the Hotel and Rooms, including for inconsistency/incomplete correspondence of the Hotel and Rooms to the photographic images provided by the Hotels and included in the information base of the Service. The Company shall not be liable for any losses caused to the User due to the provision of inaccurate or incomplete information about the Hotel Services, as the Company, being the owner of the information aggregator, does not change the information about the Hotel Services provided by the Hotel and contained in the offer to conclude a contract for the provision of Hotel Services.
Taking into account that the Service is a technologically complex system, in the operation of which errors may occur at any time, the User is notified that in case of detection of discrepancy between the information on the Hotel Services (including their cost) contained in the System and the actual data and information, the Company reserves the right to cancel the Booking made by the User on the basis of incorrect information. In case of cancellation of such Booking, the Company shall refund the Booking fee paid by the User.
The Company's limitation of liability applies to all cases of non-accommodation of the User in the booked Hotel according to the Voucher, if the refusal of the Hotel to accommodate the User occurred due to reasons beyond the control of the Company.
As a general The Terms, the Service is not intended for making a Booking for 6 or more Rooms with the same check-in and check-out dates (Group Booking). In order to make a Booking for a group, the User must contact the Customer Support Service of the Service. Otherwise, the User agrees with possible unfavourable consequences (cancellation of the Booking, refusal to check-in to the Hotel, full or partial withholding of the Booking price, etc.), the responsibility for which lies with the User.
Depending on the country/region where the User is travelling to, the Transfer Services may be unavailable or limited. Transfer Services are considered unavailable (limited) for a certain country / region if the User cannot place a Transfer Order in this country / region through the Service. Application of any technical and software methods of circumvention of these restrictions is prohibited. The Terms provisions regulating the unavailable (limited) Transfer Services are not applied until the Transfer Services become explicitly available to the User. Precise information on the availability of Transfer Services in certain countries/regions can be provided by the Company to the User upon request.
Transfer Services are performed according to the tariffs presented on the Service. The tariff determines the cost of the Transfer Services. The Carrier renders Transfer Services using different types and classes of cars depending on the tariff. The car is assigned to one or another class on the basis of the car characteristics, including its capacity and comfort. The approximate list of car models available within the framework of a particular tariff, as well as their key characteristics are available to users when placing a Transfer Order.
The user chooses the tariff taking into account the number of people and the amount of luggage to be transported.
Transfer ordering procedure
By clicking on the "CONTINUE" button (the button, when clicking on which the User goes to the page of the Service, where the bank card details are entered), the User confirms their intention to request the service of passenger and luggage carriage according to the order from the Carrier.
The Service is not responsible for the content and/or relevance of the information provided by the Carriers, including information on the cost of the Transfer Services, does not guarantee their availability at a particular moment, even if in general the Transfer Services are available in the relevant country/region.
The User receives data about the Carrier in the updated version of the Transfer Voucher, which is sent to the User's e-mail and becomes available in the Personal Account no later than the Carrier starts providing the Transfer Services.
Determination of the terms and conditions of provision of Transfer Services
The User determines the general terms and conditions of Transfer Services (in particular, the place of departure and arrival, the Time of Delivery and the procedure for its determination, the number of persons and luggage, special requirements, etc.) when placing a Transfer Order. It is the User's responsibility to correctly define the general terms and conditions and enter the data.
The detailed conditions of the Transfer Services may be determined by the Carrier's rules and regulations, as well as may be restricted by local regulations in force, e.g. airport regulations, laws and local customs of the country of stay, local traffic regulations, etc.
Pick-up time
The Pick-up time can be determined in two ways:
The User specifies the method of determining the Time of Arrival when ordering the Transfer.
Conditions of Baggage Carriage
The amount of baggage that the User can take with him/her is calculated by default as 1 piece of oversized baggage per 1 person. If the amount of luggage exceeds the default amount or the User has oversized luggage with him/her, the User is obliged to indicate this when ordering the Transfer.
The User realises and agrees that the presence of oversized luggage and/or the amount of luggage greater than the above may affect:
Pay attention that if the User incorrectly indicates the quantity and characteristics of the luggage, the Carrier may refuse to provide the Transfer Services (see paragraph "Refusal of the Carrier to provide the Transfer Services").
The transport is delivered to the place specified in the Transfer Voucher by the Pick-up Time.
The specific place of meeting with the Carrier's representative is specified in the Transfer Voucher. If the User has selected the "Nameplate" function when ordering the Transfer, the Carrier's representative at the meeting place specified in the Transfer Voucher will hold a nameplate with the text specified by the User.
The User shall be in contact (have a mobile phone and stable Internet connection) to communicate with the Carrier's representative. Before meeting with the Carrier's representative, the User will receive a message (SMS or other format) with the name and contacts of the Carrier's representative.
The Carrier's representative will wait for the User at the meeting place indicated in the Voucher within:
CANCELLATION OR MODIFICATION OF TRANSFER SERVICES
The Carrier shall determine the Transfer Order Cancellation Policy. The User can read it on the relevant page of the Service when ordering a Transfer, as well as on the Transfer Voucher.
If the User cancels the Transfer Services within the term established by the Carrier's The Terms or upon expiry of such term, but for valid[1] or reasons beyond the User's control[2], subject to documentary confirmation, the funds shall be returned to the User within the term established by the General Terms.
If the User cancels the Transfer Services after the expiry of the term established by the Carrier's The Terms, without having valid or beyond the User's control reasons, the funds shall be returned to him/her less the expenses actually incurred by the Carrier and the Company. The actually incurred expenses may be up to 100% of the cost of the Transfer Services (for example, in the situation when the Carrier refuses to refund the Company).
If the User needs to change the terms and conditions of the Transfer Services (including changing the number of persons, baggage items, departure time, place of departure or arrival, etc.), he/she should contact the support service at the contacts specified in the Transfer Voucher. The possibility to change the terms and conditions of the Transfer Services is not guaranteed.
The User agrees and understands that changing the terms and conditions may result in an increase in the cost of providing the Transfer Services.
The Carrier has the right to refuse to fulfil the Contract of Carriage (provision of Transfer Services) only in the following cases:
If the Carrier has cancelled the Carriage Agreement (provision of Transfer Services) for other reasons, as well as in case of non-arrival of the User for valid or non-arrival reasons (as they are described in The Terms of cancellation and change of conditions of provision of Transfer Services by the User), the funds shall be returned to the User in full amount.
In other cases, the funds shall be returned to the User within the period established by the General The Terms, less the expenses actually incurred by the Carrier. The actually incurred expenses may be up to 100% of the cost of the Transfer Services.
LIABILITY
The Carrier is responsible for the quality and timeliness of the Transfer Services.
The User shall be liable for:
[1] Valid reasons are, for example, illness of the User or close relatives, sudden death of a close relative, etc.
[2] Reasons beyond the User's control are considered to be, for example, prohibition to leave the country or inadmission to the country due to the decision of competent authorities, if the User did not know and should not have known about the restrictions on leaving or entering the country and could not have foreseen them with a reasonable degree of certainty, imposition of restrictions on movement due to epidemics, epizootics, emergencies, armed conflicts, other reasons of natural, man-made or anthropogenic nature, etc.
The User's ignorance of the laws of the country of departure or the country of entry is not considered a reason beyond the User's control.