TICKET REFUND

7.1 Ticket refund in case if the event is cancelled, changed or rescheduled.

7.1.1 In case of a cancelled, changed or postponed/rescheduled event, Customer is entitled to claim for a refund in accordance with the policy based on the current Terms & Conditions.
7.1.2 Any refund arrangements and refund period in case if the event is cancelled, changed or rescheduled are at the discretion of the Theatre management, approved by General Director or other designated person.
7.1.3 Information on the change, cancellation or rescheduling of the event, refund policy and refund period can be found on the website and printed collaterals at the Theatre box office.
7.1.4 Ticket refund application form must be submitted no later than the initial date of a cancelled, changed or rescheduled event. After the indicated date has passed, refunds will no longer be issued, the ticket cost will not be reimbursed.
7.1.5 A cast change does not constitute grounds for ticket refund. At Theatre’s discretion, cast members can be changed without prior notice.
7.1.6 In case if the event is cancelled, changed or rescheduled, Customer is eligible to claim for a refund for the tickets that were purchased at the box offices, via Theatre website, or through authorized third parties. Customer should comply with the following conditions:
·          Refunds shall only be made to the person who purchased the ticket (or his/her authorized representative or representative appointed under a power of attorney) at the Theatre box office with completed ticket refund application form if no stated otherwise by the Order of the Theatre administration, unused ticket and identification document should be presented.
·          In case if the ticket was purchased with cashless method of payment, credit card which was used to purchase the ticket should be presented.
·          Ticket must be valid, and it should be in compliance with the Terms & Conditions approved by Decree of Ministry of Culture of the Russian Federation.
·         Ticket refund application form for e-tickets that are purchased via Theatre website (www.bolshoi.ru) can be submitted to Sales Service (sales@bolshoi.ru) via e-mail registered on the Theatre website. Unused ticket and scan of applicant’s ID should be attached.
·          Refund application forms for personalized tickets are accepted from the Guest’s whose information is indicated on the ticket.
·         Ticket refund application form should be submitted within the following timeframe, if not stated otherwise:

Ø   If performance is changed – from the day of announcement about the change and up to the start date of the event;
Ø   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;
Ø   If performance is rescheduled – from the day of its announcement and up to the initially set date of the event.
7.1.7 Customer will be refunded face value indicated on the ticket.
7.1.8 In case if the ticket was purchased with cashless method of payment, refund will b within a certain amount of days, depending on the card issuer’s policies.
7.1.9 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; any associated booking fees in this case are not included and non-refundable.
7.1.10 E-tickets that are purchased online from the authorized third parties are non-refundable. In this case, Customer should contact official distributor through their website where ticket was purchased and forward them refund application form.
7.2 TICKET REFUND INITIATED BY CUSTOMER

7.2.1 In case if Customer’s reason for attending the event is unjustified (there is no documented evidence of personal injury or death of a family member or close relative based on Family Code of The Russian Federation), refund procedure will be as follows.
7.2.2 Depending on the period of when the application form was submitted, and in respect to the event start day, Customer will be eligible to receive the following amount (in percentage) of the ticket initial price:
·          no later than 10 days before the event start date – 100% of ticket face value price;
·         earlier than 10 days, but no later than 5 days before the event start date – 50% of ticket face value price;
·          earlier than 5 days, but no later than 3 days before the event start date – 30% of ticket face value price;
·          less than 3 days prior before the event start date ticket is non-refundable.
7.2.3 Customer will be refunded face value indicated on the ticket. Any associated booking fees of authorized third parties are excluded and non-refundable.
7.2.4 Ticket refund application form should be prepared based on the form approved by the Theatre management and should be submitted to the Theatre either in person or through representative (authorized representative), who is appointed under a power of attorney.
7.2.5 Ticket refund application form for e-ticket which was booked via Theatre website (www.bolshoi.ru) can be submitted via email. In this case, only the owner of user account has the right to claim a refund.
7.2.6 Ticket refund application form can be submitted upon presenting identification document (or scanned document via email with all personal details) of the Customer (or his/her authorized representative appointed under a power of attorney) to the Theatre box office during working hours (Monday – Friday), 11am – 6 pm (lunch break 2pm – 3pm).
7.2.7 Original unused ticket must be presented upon application form submission by the Customer (or his/her representative).
7.2.8 Processing period is 10 (ten) working days from the start of registration date. In case if the ticket was purchased with cash mode of payment, refund will be issued within 3 (three) working days after the start date of when refund was approved. It will be issued to the Customer in person or to his/her authorized representative, who is appointed under a power of attorney. In case if the ticket was purchased with cashless method of payment, refund will be initiated to the bank card. Customer will receive the credit within a certain amount of days, depending on the card issuer’s policies.
7.2.9 Refund can be refused in the following cases:

a) Format and details do not match the requirements approved by designated executive authority, or some of the format elements do not match the requirements set by Association of Performing Arts and Museum; or the ticket has corrections on it; or it is counterfeit;
b) Customer did not present documents specified in the clause 7.2 of these Terms;
c) Customer did not comply with the timeframe of ticket, pass or tour 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;
d) Ticket is personalized;
e) Ticket is sold for special program;
f) Ticket is booked through group requests;
g) Ticket is purchased on a non-refundable terms;
h) Ticket is purchased by cashless method, whereby payment billed by the Theatre.
7.2.10 One applicant is eligible to refund no more than two tickets.
7.2.11 Theatre reserves the right to reject Customer’s refund application in case of his/her systematic requests (more than two a month).
7.2.12 Clauses 7.2.1 – 7.2.9 do not apply to personalized tickets or tickets purchased for special programs. Theatre does not refund tickets that are sold for special programs (please refer to section 5 of these Terms). Personalized tickets are accepted for refund exclusively under resale policy stated in the clause 7.3 of these Terms.
7.2.13 Tickets which are purchased by legal entities or sole proprietors based on agreement (or group requests) refer to the special program tickets, and they are non-refundable.
7.2.14 Tickets purchased through official distributors are refunded based on the agreement.
7.2.15 Customer (or his/her authorized representative or representative who is appointed under a power of attorney) who purchased personalized ticket has the right to transfer personalized tickets to his/her spouse, children, parents, grandparents, grandchildren, siblings should the Customer be unable to attend the event due to unforeseen circumstances that he/she was unaware at the time the ticket was purchased. In this case, Customer should present relevant evidence of proof to the Theatre no later than 10 days before the start of the event. Ticket transfer is made in accordance with identification document of the Customer (or representative) and identification document of the person to who the ticket is transferred to. Documents that show the degree of kinship (original or copy) should be attached to the application form.
7.2.16 In exceptional cases tickets can be refunded if Customer is unable to attend the event due to reasons, documentally proven, such as Customer’s illness, or death of his/her family members or close relatives according to the Family Code of the Russian Federation. Customer (or representative) can apply for refund no later than the event start date. The following documents should be presented together with application form in case of Customer’s illness: 1) Customer’s identification document; 2) unused ticket for the event; 3) medical certificate or a specific form for incapacity to work issued no later than the event start date. In case of applying for refund due to the death mentioned above, Customer should present the following documents according to Family Code of Russian Federation: 1) Customer’s identification document; 2) unused ticket for the event; 3) registered medical certificate of death in accordance to №106/у-08 or death certificate by civil registration under condition that death occurred no earlier than 10 days and no later than start date of the event; 4) documents that show the degree of kinship. Processing period is 45 days. Refund will be issued according to the clause 8.2.7 of these Terms.
7.3 PROCEDURES FOR EXCHANGE OF PERSONALIZED TICKETS FOR THEIR FURTHER RESALE

7.3.1 Customer (aka person indicated on the ticket, his/her authorized representative or representative appointed under a power of attorney) is eligible to apply for ticket exchange with a purpose for further resale. In this case identification document (or a power of attorney), and application form should be presented to the Theatre no later than 3 days before the event start date. Ticket printed on the form of strict accountability should be attached as well.
7.3.2 The agreement between Customer and Theatre will be signed based on conditions set by the Theatre.
7.3.3 Submitted application for ticket resale can not be withdrawn.
7.3.4 Submitted ticket for resale can only be sold in case if there are no other available tickets within given price range. Theatre can not be held responsible if the ticket can be resold regardless of the existing demand for the ticket.
7.3.5 Ticket face value with deduction of commission fee will be returned to the initial Customer (or authorized representative or representative appointed under a power of attorney) if the submitted ticket is successfully re-sold.
7.3.6 Refund will be issued to the bank card that was used to purchase the ticket; in case if tickets were purchased with cash method at the box office, money can be received within 10 (ten) working days starting the following day after the event date at the Theatre box office.
7.3.7 Tickets refund for their further resale and application submissions can be done during weekday 11 am – 6 pm (lunch break 2 pm – 3 pm) at the box office №2 at the Theatre administrative building.
7.3.8 Theatre reserves the right to refuse to accept Customer’s ticket for its further resale in case of systematic requests of the latter (more than two times a month).

                                             TICKET REFUND APPLICATION FORM

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