TICKET REFUND
7.1 Current Terms for ticket refund (e-tickets) and transfer personalized tickets (e-personalized tickets) to another person are based on Government Decree of Russian Federation dated 18 September 2020 №1491 “On the adoption of refund Terms & Conditions for season tickets and tour vouchers, personalized tickets, personalized tour vouchers and personalized season tickets transfer to other people in case of guest’s rejection to attend the event” ( further referred as refund policy). Refund application form (e-ticket) including personalized ticket as well as transfer of the personalized ticket application to another person should be approved by the Ministry of Culture of Russian Federation.
7.2 Tickets refund (e-ticket) is carried out in case if the event is cancelled, changed or rescheduled. It is also applicable in case of rejection of attending performance initiated by customer due to illness or death of a close relative according to the set procedure and depends on the reason for refund.
7.3 Individual, who is acting with the purpose which is not related to business activities, possessing rights to attend performance and who paid for the ticket (e-ticket) and/or is indicated on a personalized ticket, possess the right to claim refund( e-ticket) and transfer it to another person in case of his/her rejection to attend the event.
7.4 Ticket refund application form can be submitted to the Theatre box office located in the administrative building during working hours (Monday – Friday), 11am – 6 pm. It can also be sent by post. It should contain an inventory of attachments and delivery notification. Application registration is carried on the day of delivery. Note that documents were received is done upon customer’s request. Application is reviewed no more than 10 days since the day when all necessary documents and documents were submitted based on the set policy.
7.5 Customer should present ID upon submitting a refund application form. In case if an application form is submitted by a customer's representative, a copy of power of attorney or document that confirms legal representation should be attached as well. In case if application form is sent by post, authorized copy of customer’s identity verification document should be attached.
7.6 Unused original ticket should be attached to the refund application form. Both printed copy of e-ticket and copy of payment cheque must be attached. Application form should contain information on the channel of how customer should be notified of the refund outcome.
7.7 Ticket should be valid and comply with terms and requirements expected from ticket information. It is approved by the Decree of the Ministry of Culture of Russian Federation and set by the Theatre tickets sale Terms & Conditions.
7.8 After reviewing refund application form, Theatre administration makes the decision either in favor of refund for unused ticket (e-ticket), including personalized ticket, or decline in case customer fails to fulfill conditions set by the Current Terms. Customer (or his/her representative) will be further notified of the outcome.
7.9 Theatre designated person will notify customer (or his/representative) on rejection for refund and will list reasons which constituted non-compliance no later than 5 days after the decision was made via the following channels: either by sending notification to email address, or by a phone call indicated in the refund application form.
7.10 Final positive outcome on refund will be informed to the customer no later than 3 days after the decision was made via the following channels: by sending notification to email address, either by a phone call. Customer should indicate a contact method in the refund application form.
7.11 Customer will be eligible to receive refund no later than 10 days after the refund outcome was announced, via payment method which was used when the ticket was purchased.
7.12 Customer will be refunded face value indicated on the ticket. Any associated booking fees authorized third parties are excluded and non-refundable.
7.13 In case if the ticket was purchased at the box office with cashless method of payment, customer should present bank card that was used at the time of purchase and payment cheque. Refund for the tickets which were purchased via bank card both at the box offices and on the Theatre website, will be initiated to the bank card that was used at the time of purchase. Credit will be received within a certain amount of days, depending on the card issuer’s policies.
7.14 Refund for the tickets that were purchased at box offices of authorized third parties will be issued at the Theatre box office if not stated otherwise in the agreement. Refund application forms for the tickets that were purchased online from the authorized third parties are non-refundable and are not accepted for reviewing. In this case, Customer should contact the official distributor through their website where the ticket was purchased and forward them a refund application form.
7.15 Theatre administration reserves the right to change and add the order and refund period accordingly to the current situation within limitations which do not contradict Russian legislation. Information will be posted on information carriers both at the box office and the Theatre website in advance.
7.16 Special refund terms in case of cancellation, change or rescheduling.
7.1 Current Terms for ticket refund (e-tickets) and transfer personalized tickets (e-personalized tickets) to another person are based on Government Decree of Russian Federation dated 18 September 2020 №1491 “On the adoption of refund Terms & Conditions for season tickets and tour vouchers, personalized tickets, personalized tour vouchers and personalized season tickets transfer to other people in case of guest’s rejection to attend the event” ( further referred as refund policy). Refund application form (e-ticket) including personalized ticket as well as transfer of the personalized ticket application to another person should be approved by the Ministry of Culture of Russian Federation.
7.2 Tickets refund (e-ticket) is carried out in case if the event is cancelled, changed or rescheduled. It is also applicable in case of rejection of attending performance initiated by customer due to illness or death of a close relative according to the set procedure and depends on the reason for refund.
7.3 Individual, who is acting with the purpose which is not related to business activities, possessing rights to attend performance and who paid for the ticket (e-ticket) and/or is indicated on a personalized ticket, possess the right to claim refund( e-ticket) and transfer it to another person in case of his/her rejection to attend the event.
7.4 Ticket refund application form can be submitted to the Theatre box office located in the administrative building during working hours (Monday – Friday), 11am – 6 pm. It can also be sent by post. It should contain an inventory of attachments and delivery notification. Application registration is carried on the day of delivery. Note that documents were received is done upon customer’s request. Application is reviewed no more than 10 days since the day when all necessary documents and documents were submitted based on the set policy.
7.5 Customer should present ID upon submitting a refund application form. In case if an application form is submitted by a customer's representative, a copy of power of attorney or document that confirms legal representation should be attached as well. In case if application form is sent by post, authorized copy of customer’s identity verification document should be attached.
7.6 Unused original ticket should be attached to the refund application form. Both printed copy of e-ticket and copy of payment cheque must be attached. Application form should contain information on the channel of how customer should be notified of the refund outcome.
7.7 Ticket should be valid and comply with terms and requirements expected from ticket information. It is approved by the Decree of the Ministry of Culture of Russian Federation and set by the Theatre tickets sale Terms & Conditions.
7.8 After reviewing refund application form, Theatre administration makes the decision either in favor of refund for unused ticket (e-ticket), including personalized ticket, or decline in case customer fails to fulfill conditions set by the Current Terms. Customer (or his/her representative) will be further notified of the outcome.
7.9 Theatre designated person will notify customer (or his/representative) on rejection for refund and will list reasons which constituted non-compliance no later than 5 days after the decision was made via the following channels: either by sending notification to email address, or by a phone call indicated in the refund application form.
7.10 Final positive outcome on refund will be informed to the customer no later than 3 days after the decision was made via the following channels: by sending notification to email address, either by a phone call. Customer should indicate a contact method in the refund application form.
7.11 Customer will be eligible to receive refund no later than 10 days after the refund outcome was announced, via payment method which was used when the ticket was purchased.
7.12 Customer will be refunded face value indicated on the ticket. Any associated booking fees authorized third parties are excluded and non-refundable.
7.13 In case if the ticket was purchased at the box office with cashless method of payment, customer should present bank card that was used at the time of purchase and payment cheque. Refund for the tickets which were purchased via bank card both at the box offices and on the Theatre website, will be initiated to the bank card that was used at the time of purchase. Credit will be received within a certain amount of days, depending on the card issuer’s policies.
7.14 Refund for the tickets that were purchased at box offices of authorized third parties will be issued at the Theatre box office if not stated otherwise in the agreement. Refund application forms for the tickets that were purchased online from the authorized third parties are non-refundable and are not accepted for reviewing. In this case, Customer should contact the official distributor through their website where the ticket was purchased and forward them a refund application form.
7.15 Theatre administration reserves the right to change and add the order and refund period accordingly to the current situation within limitations which do not contradict Russian legislation. Information will be posted on information carriers both at the box office and the Theatre website in advance.
7.16 Special refund terms in case of cancellation, change or rescheduling.
Art. Lebedev Studio