Offer for various means of transport and the related services | Offers

PUBLIC OFFER FOR ELECTRONIC PAID SERVICE ON FORMING ELECTRONIC TICKETS FOR VARIOUS MEANS OF TRANSPORT AND RELATED SERVICES

This Public Offer (hereinafter referred to as the "Offer") is an offer addressed to an unlimited number of individuals by Russian Railways – Digital Passenger Solutions Limited Liability Company (RZD – Digital Passenger Solutions LLC) (hereinafter referred to as the Operator) for the booking, issuance, exchange and return of electronic tickets for air transport, buses, Aeroexpress electric trains, suburban rail transport, water transport, road transport and other electronic documents for booking related services using the Service located on the information resource of Russian Railways.

By purchasing Electronic Tickets or Related Services through this Service, the User agrees to all of the following terms and conditions.

TERMS AND DEFINITIONS

No.	Term	Definition
1	Order	Formed by the Service result of selecting Electronic Tickets and/or other electronic travel documents of the Carriers taking into account the data available in the Service database of dispatching/arrival of the Carrier vehicles on the route specified by the User in the search query of the Service. Order generation without subsequent payment of the Electronic Tickets and the Related Services does not constitute the Forming of the Electronic Tickets and rendering of the Service to the User under the terms of this Offer.
2	Service Operator (Operator)	Russian Railways – Digital Passenger Solutions Limited Liability Company (Primary State Registration Number [OGRN] 5167746236906/TIN [Tax Identification Number] 9717045555). The Operator provides services for remote access to the Service for Forming Electronic Tickets and/or Related Services.
3	Forming the Electronic Ticket(s)	User actions on the selection and payment of Electronic Tickets and/or other electronic travel documents, as well as Related Services, including search for the availability of routes, vehicles, passenger accommodation in vehicles, viewing the price of Electronic Tickets and services, forming, exchanging and returning Electronic Tickets and services.
4	User	Individual who uses the Service under the terms of this Offer by forming Electronic Ticket or Related Services.
5	Carrier	Legal entity or individual entrepreneur providing services for the carriage of passengers and baggage.
6	Supplier	Legal entity or individual entrepreneur providing Related Services.
7	Service	A set of software tools designed for search, payment and formation, exchange, return of Electronic Tickets and the Related Services online or on request (for some types of transactions). The Service allows to search for the availability of routes, vehicles, passenger accommodation in vehicles, view the price of Electronic Tickets and services, form, exchange and return Electronic Tickets and services. The Service is located on the Internet information and telecommunication network on the information resource of JSCo RZD at: https://new-eng.nu.oooinex.ru
8	Service Fee	Cost of the Operator's services included in the total cost of the Order and charged by the Operator for the provision of services on its behalf to the User on payment, exchange and return of electronic travel documents and other electronic documents using the Service, generated after forming Electronic Tickets (documents) and displayed in an electronic check. When exchanging, returning and finalising the electronic travel document and other electronic documents, the previously withheld Service Fees of the Operator are not subject to return. The Service Fee includes VAT according to the rate established by the Tax Code of the Russian Federation.
9	Related Services	Services related to providing the User with additional service options to the transport service. Such services include: personal or property insurance, insurance of passengers on transport, insurance of medical expenses for travellers in Russia and traveling abroad, insurance of multimodal carriages, provision of food (additional food), forming additional baggage and baggage storage, pre-selection of a seat in the vehicle, forming additional services on aviation transport, carriage of animals, provision of entertainment content, tickets for events, sale of transfers, excursions, hotel booking, taxi, etc. The list of services described is not exhaustive. Related Services are not an unconditional and necessary condition for forming the Electronic Travel Document.
10	Electronic Ticket (Electronic Travel Document)	Electronic document used to certify the contract of the passenger (User) carriage where information about the passenger carriage is presented in electronic digital form.
11	Electronic Document	Document confirming the User's right to receive the service from a certain Supplier. Such documents include: Electronic Insurance Policy, Route Receipts of Electronic Tickets for various means of transport and other documents.
12	Contact details for the User	User Support Service: Tel.: +7 (800) 775-00-00; +7 (499) 605-20-00 E-mail: ticket@rzd.ru Correspondence address: Building 2, Dom 8A, Novorizhanskaya St., Intracity Territory of the Federal City Krasnoselsky Municipal District, Moscow, 107078. Additional information: Send written and electronic messages marked with "To User Support Service"

1. GENERAL PROVISIONS OFFER SUBJECT

1.1. Through the Service, the User may form Electronic Tickets for the following means of transport: air transport, buses, Aeroexpress electric trains, commuter rail transport, water transport, and road transport. The Service Operator does not carry out the formation, exchange, return, sale of the Electronic Tickets for long-distance trains.

1.2. The Service Operator as a part of rendering services under the terms of this Offer provides the User with the following possibilities:

search and review of the information on transport routes by different means of transport;
information on the time of vehicles arrival/departure on the routes of carriage;
information on the availability of the Related Services and their content;
possibility of reviewing the cost of carriage service;
the possibility to form Electronic Tickets for various means of transport specified in Clause 1.1 of this Offer;
possibility to form available Related Services;
possibility to return/exchange Electronic Tickets previously formed through the Service for various means of transport specified in Clause 1.1 of this Offer.

1.3. The Service Operator reserves the right to amend the Offer terms and/or withdraw the Offer at any time at its discretion without any special notice to the User. Changes made by the Service Operator to the Offer come into force from the moment of publishing changes at https://new-eng.nu.oooinex.ru, unless a different effective date is additionally specified at the time of such publishing. All annexes to the Offer are an integral part of it.

1.4. Acceptance (full and unconditional consent with the Offer) of this Offer by the User is made by ticking boxes in the corresponding fields. Acceptance of this Offer on other terms is not allowed.

1.5. The moment when the Operator receives the User's acceptance of the Offer is deemed to be the Contract conclusion. The place of conclusion of the Contract is Moscow.

1.6. Before accepting the Offer, the User is obliged to review all Offer terms.

1.7. Accepting the Offer terms, the User fully confirms his/her legal and acting capacity for the Contract conclusion, financial solvency, and also realizes responsibility for the obligations imposed on him/her as a result of the Contract conclusion.

1.8. The User gives his/her consent to processing personal data necessary for placing the Order. Consent to processing personal data is confirmed by ticking boxes in the corresponding fields.

1.9. The Service Operator shall be considered to have fully performed the obligations assumed under the terms of this Offer, and the service is considered fully rendered at the time of providing the User registered as the User of the Electronic Tickets, and in case of forming the Related Services – contracts in electronic form for the provision of such services to the User.

2. RIGHTS AND OBLIGATIONS OF THE PARTIES

2.1. Responsibility of Parties:

2.1.1. The Service Operator is not responsible for negative consequences and losses arising not due to its fault, including:

2.1.1.2. in case of impossibility of obligations fulfillment, due to inaccuracy or insufficient information provided by the client (User) or violation by the client (User) of the established rules of Order placement and payment;

2.1.1.3. for change, cancellation, postponement, delay of departure of bus services, flights, commuter rail trains, Aeroexpress electric trains, water transport, road transport, airline and Carrier replacement, change of schedule, change in the cost of tickets, tariff removal from sale, cancellation of unpaid or paid bookings, for safety, loss or damage to baggage, cargo, valuables and documents of passengers during their trip. In these cases, the Carriers and Service Providers bear the responsibility in accordance with international rules and the current legislation of the Russian Federation;

2.1.1.4. for the actions of customs and immigration authorities;

2.1.1.5. due to restriction of the right of the client (User) to leave the Russian Federation and enter the Russian Federation by competent authorities;

2.1.1.6. for the consequences of violation by the client (User) of customs and border formalities, rules of travel and baggage, as well as violation of special rules of conduct in the country of temporary stay;

2.1.1.7. for the lack of travel documents, formed/issued to them by the Service Operator;

2.1.1.8. for the client (User) failure to appear or being late for check-in, the place and time of departure of the electric train, bus, water transport or road transport;

2.1.1.9. for failure by the client (User) to comply with the rules of conduct established by the Carrier on board of the aircraft, in electric trains, water transport, road transport, and buses;

2.1.1.10. for the lack of foreign passports by the time of commencement of the trip, relevant documents governing the travel of children;

2.1.1.11. for removal from carriage if the estimated period of stay in the country of destination exceeds the period of validity of the identification document of the client (User), as well as if the period of validity of the identification document of the client (User) is less than the period prescribed by the legislation of the country of destination for departure, transit, stopover and arrival;

2.1.1.12. for the payment system's refusal to transfer funds for payment of the client (User) order.

2.1.2. The Service Operator is not responsible for improper functioning of the cellular network and inaccessibility to the client (User) of certain segments of the Internet when forming Electronic Tickets and electronic documents, as well as for the quality and security of communication channels used by the client (User) when accessing the system website, as well as for any damage caused to the client (User) as a result of his/her use of substandard or unprotected channels of communication. The Service Operator is not responsible for the unavailability of the Client (User) of the Internet and communications and any failures in the functioning of the Internet and communications that arise for reasons beyond the control of the Service Operator and which result in the untimely receipt or non-receipt by the Client (User) of notifications from the Service Operator.

2.1.3. The Service Operator is not liable for any loss and non-pecuniary damage suffered by the Client (User) as a result of misunderstanding by the client (User) of this Offer, information on the procedure for receiving and using tickets.

2.1.4. The Service Operator cannot guarantee the complete absence of inaccuracies in the information provided by the Carriers and Service Providers, and therefore is not be liable to the Client (User) or third parties for any erroneous information in accordance with Clause 2.2.2 of the Offer nor for causing the Client (User) or third parties any damage or loss due to the presence thereof in the information posted on the Service.

2.1.5. The User assumes full responsibility and risks for the reliability of the entered contact information when placing an order.

2.1.6. The User is obliged to comply with the rules of carriage, as well as the rules for the provision of the Related Services established by the Carrier or the Service Provider.

2.1.7. All links to third-party web resources published on the Service or contained in this Offer and its annexes are informational only. The Operator is not responsible for the content of the information published on third-party web resources, nor for its relevance.

2.2. The Service Operator has to:

2.2.1. Provide the User with remote access to information and technological resources of the Service for Forming Electronic Tickets for various means of transport and the Related Services specified in Clause 1.1 of this Offer.

2.2.2. Provide the User with information in accordance with the information provided by the Carriers and the Suppliers, including the conditions of carriage, information concerning the terms of concluding/modifying carriage contract, rules of tariff application for relevant services and other necessary information.

2.2.3. Provide the User with a technical opportunity for forming Electronic Tickets and the Related Services.

2.2.4. Provide the User with a technical opportunity to pay for Electronic Tickets and the Related Services.

2.2.5. Provide the User with information security when forming Electronic Tickets and the Related Services.

2.2.6. Provide the User with organizational, technical, legal support (advice) on the work of the Service.

2.3. The Service Operator may:

2.3.1. Manage search algorithms, Electronic Tickets and the Related Services on the Service.

2.3.2. At its discretion, without notifying Users, make changes in the functionality and interface of the Service, visual display of elements of the Service interface.

2.3.3. Establish and include in the total Order price the Service Fee for Forming Electronic Tickets for various means of transport and the Related Services on the terms of this Offer. Service Fee is not subject to return.

2.3.4. Monitor the User's actions on the Service for their compliance with the terms of this Offer and the current legislation of the Russian Federation.

2.3.5. Verify the User's data specified (provided) by them in the Service (for the purpose of the User identification or for marketing purposes). With the consent of the User, collect, process, store, transfer to third parties personal data of the User, including to the Carriers and the Providers of the Related Services.

2.3.6. Give recommendations to the User on work with the Service.

2.3.7. The Service Operator may unilaterally change the terms for the return/exchange of the Electronic Tickets (Electronic Documents).

2.4. The Service User has to:

2.4.1. Use the Service, agree to the terms of the Offer.

2.4.2. Ensure completeness and reliability of the information specified in the payment form for payment of the Order.

2.4.3. Ensure the completeness and reliability of the information indicated in the execution of transport documents, such as: surname, first name and patronymic in accordance with the Carrier requirements, type and data of documents, identification documents, type and data of documents establishing the right to enter foreign countries, contact details and other data requested at the time and after forming the transport documents.

2.4.4. Use the Service solely for the purpose of the Electronic Ticket and the Related Services, as well as subsequent maintenance of completed orders (return/exchange of Electronic Tickets and others operations).

2.4.5. Independently, before forming of the Electronic Documents for carriage services and the Related Services through the Service, review the rules (conditions) for the provision of such services by the Carriers and the Suppliers on their own resources.

2.4.6. Provide assistance to the Service Operator through the support service via e-mail ticket@rzd.ru and by phone within Russia on 8 (800) 775-00-00 and from outside Russia on +7 (499) 605-20-00.

2.5. The Service User may:

2.5.1. The User can, through the Service, form the Electronic Tickets only for the means of transport specified in Clause 1.1 of this Offer.

2.5.2. Check the Order details before it is formed and booked.

2.5.3. Exchange, return the Electronic Tickets and electronic documents formed using the Service. Terms and conditions for cancellation of paid Orders (after purchase) may oblige the client (User) to pay certain fees, commissions and penalties. The conditions for the cancellation of certain electronic tickets and electronic documents, as well as their exchange, are specified in Annexes 1-6.

2.5.4. Contact the Service Operator's User Support Service regarding the operation of the Service, Service Operator, procedure for forming Electronic Tickets and the Related Services, as well as their return/exchange. Contact details for contacting the User Support Service are indicated in Section 6 of this Offer.

2.5.5. Send the Service Operator their proposals to improve the work and functionality of the Service to e-mail ticket@rzd.ru.

2.5.6. Independently in open sources, provide information about the market value and other characteristics of carriage and the Related Services. At the same time, the Service Operator is not responsible for such information.

3. PERSONAL DATA

3.1. General principles

3.1.1. List of actions with personal data of the User in order to fulfill this Offer: collection, systematization, accumulation, storage, clarification (update, change), use, distribution (including transmission), depersonalization, blocking, and destruction.

3.1.2. The Service Operator takes necessary and sufficient organizational and technical measures to protect the User's personal data from unauthorized or accidental access, destruction, alteration, blocking, copying, distribution, as well as other illegal actions with it by third parties in accordance with Federal Law No. 152-FZ dated July 27, 2006 "On personal data" (hereinafter – "FZ‑152"), as well as in accordance with Regulation (EU) 2016/679 of the European Parliament and the Council "On the protection of individuals in relation to personal data processing and on free movement of such data and cancellation of directive 95/46/EC" (GDPR Regulation).

3.1.3. The personal data of Users (passengers) for which names Electronic Tickets and Electronic Documents are formed on the Service are processed only after their consent to the processing of personal data has been obtained.

3.2. Purposes of personal data processing

The purpose of processing personal data is to implement a set of actions aimed at achieving the goal, including:

3.2.1. identify the User;

3.2.2. for the purpose of forming, exchange and return of electronic travel documents for various means of transport and electronic documents for the Related Services;

3.2.3. in order to realize communication with the User, including sending notifications, requests, information and answers on the work of the Service and services provided within the Service.

3.3. Personal Data Processed

3.3.1. The Service Operator may process the following personal data:

data of the identity document;
citizenship;
full name;
gender;
date of birth;
e-mail address;
contact phone number.

3.3.2. The Service Operator may also process other personal data of the Service Users necessary for processing, which are specified in Clause 3.2 of this Offer.

3.4. Personal Data Subjects

3.4.1. The Service Operator processes personal data of the following categories of subjects of personal data: Users of the Service to ensure the realization of the purposes of processing specified in Clause 3.2 of this Offer.

3.5. Processing of personal data by the Service Operator

3.5.1. The personal data may be processed by means of computer technology (automated processing) or with direct participation of a person without using means of computer engineering (non-automated processing).

3.6. Terms and conditions of processing the User personal data and their transfer to third parties.

3.6.1. With respect to the User's personal data, their privacy is ensured.

3.6.2. The Service Operator may transfer the User's personal data to third parties in the following cases:

3.6.2.1. transfer is necessary within the User's application of the Services as a part of service provision;

3.6.2.2. transfer is necessary within contractual relations between the Service Operator and third parties;

3.6.2.3. transfer is provided by Russian or other applicable legislation within the procedure established by law;

3.6.2.4. the transfer takes place as part of the sale or other transfer of the business (in whole or in part), and the transferee assumes all obligations to comply with the terms of this Offer in relation to the personal data received;

3.6.2.5. in other cases provided by applicable Russian and/or other applicable legislation.

3.6.3. List of third parties to whom the User's personal data is transferred:

LLC ONELIA OGRN 1037739272779/INN 7708188835;
Carriers for which services the User has formed an Electronic Ticket;
Third party legal entities in contractual relations with the Service Operator, the list of which is indicated on the official website of the Operator at the link smarttravel.ru/providers..

4. FORCE MAJEURE EVENT

4.1. The User and the Service Operator shall be exempted from liability for non-performance or improper performance of obligations under this Offer if such failure resulted from Force Majeure Event arising after acceptance of this Offer as a result of events of an extraordinary nature which cannot be foreseen or prevented by reasonable measures (force majeure). Such circumstances of an extraordinary nature include natural disasters, accidents, floods, earthquakes, epidemics, fires, riots, strikes, revolutions, hostilities, entry into the force of legislative acts, government regulations and orders of state bodies, directly or indirectly prohibiting the types of activities specified in this Offer, as well as other circumstances beyond the reasonable control of the User and the Service Operator, preventing the performance of obligations under this Offer.

5. ANNEXES

5.1. The annexes specified in this Section of the Offer are a binding and integral part of the Offer:

Annex No. 1. Rules for the formation, return and exchange of air tickets.
Annex No. 2. Rules of forming and returning the Electronic Ticket for the bus.
Annex No. 3. Rules for forming, returning and exchanging the Electronic Ticket for Aeroexpress trains.
Annex No. 4. Rules for the formation, return and exchange of the electronic ticket for commuter railway trains (7000 series high-speed trains with seats provision).
Annex No. 5. Rules for booking, returning and exchanging (rebooking) e-tickets for suburban railway trains without the provision of seats.
Annex No. 6. Rules for booking and returning electronic tickets for water transports.

6. CONTACT DETAILS

The Service Operator:

RZD – Digital Passenger Solutions Limited Liability Company (abbreviated name – RZD – Digital Passenger Solutions LLC).

Legal address:

Building 2, Dom 8A, Novorizhanskaya St., Intracity Territory of the Federal City Krasnoselsky Municipal District, Moscow, 107078.

Postal address:

Building 2, Dom 8A, Novorizhanskaya St., Intracity Territory of the Federal City Krasnoselsky Municipal District, Moscow, 107078.

Tel.: +7 (499) 490-25-58

E-mail: info@smarttravel.ru

Band details:

OGRN 5167746236906

INN 9717045555

KPP 770801001

OKPO 05208455

OKATO 45277598000

OKTMO 45348000

OKOGU 4210014

OKFS 16

OKOPF 12300

OKVED 63.11; 79.90.32; 79.90.31;

79.90.3; 79.90.1; 79.90; 62.01; 63.11.1

Bank details:

BANK VTB (PJSC)

Correspondent account 30101810700000000187

BIC 044525187

Settlement account No. 40702810404800000510

ANNEX NO. 1 TO THE PUBLIC OFFER FOR ELECTRONIC PAID SERVICE ON FORMING ELECTRONIC TICKETS FOR VARIOUS MEANS OF TRANSPORT AND RELATED SERVICES (OFFER)

Rules for the formation, return and exchange of air tickets

Procedure of ticket forming

To form a ticket, the User performs the following actions:

1. Specifies the desired direction and dates in the search form.

2. Sets the required number of passengers and their type (adults, children, babies, infants with a seat).

3. Selects the suitable flight based on the schedule and cost from the list of options offered.

4. Selects the carriage tariff according to the desired services and conditions of application. Enters passenger data or selects them from the previously stored for the required number of persons.

5. Receives booking confirmation.

6. Verifies and confirms the correctness of all information in the booking: date and time, direction, departure and arrival adress, personal, passport and contact details of passengers, and the order cost.

7. Acknowledges and accepts the rules of carriage, the tariff rules and the level of services included in the tariff.

8. Pays for the order.

9. Receives carriage documents in his/her personal account and by mail.

Rules for booking and payment of air tickets

1. The Operator provides services for forming air tickets and additional services related to air carriage, as well as services for the exchange and return of tickets. The Operator is not a party to the air carriage contract under which obligations arise between the Carrier and the Passenger.

2. Before buying a ticket, the User has to independently familiarize himself/herself with the terms of the air carriage contract, the requirements of the current legislation, tariff rules and the rules of return and exchange of selected services.

3. The User may review the information about the schedule, availability and cost of flights without authorization in the system.

4. Booking air travel, payment and issue of tickets are carried out only after User authorization.

5. Carriage information published on the portal is obtained by the Operator through data exchange protocols from third-party systems, which include booking systems, web resources and other information resources of the Carriers, etc. Except as expressly provided by the legislation of the Russian Federation, the Operator does not guarantee the accuracy of the information provided by the Carriers, is liable for its incompleteness or unreliability.

6. Flight cost information posted prior to booking is for reference only and can be changed by the Carrier or the booking system at the time the booking is made. The User may refuse to form the air carriage in case of changes in its cost at the time of booking.

7. The User independently makes an order for the ticket. The order is processed automatically, the Operator does not form an order for the User, does not enter any data, changes to the Order without the User authorization.

8. The User undertakes to indicate reliable and accurate in all respects data requested by the Service for the booking, assumes all legal and commercial risks associated with erroneous or knowingly false data provided at the time of booking. The User understands that the indication of incorrect information about the passenger surname and name, as well as the date of their birth that do not coincide with the data in the identity document used when performing the carriage, may result in the refusal of the service provision by the Carrier. Such tickets are formed anew in accordance with the tariff rules, in most cases through the return of the air ticket and the purchase of a new one.
The User understands that indicating incorrect information about the identity document, such as number and expiration period, may result in additional charges from the Carrier and the Operator for making changes to the booking. The User understands that in case of incorrect or irrelevant contact information, neither the Carrier nor the Operator is responsible for the impossibility of communicating to the passengers and the User information on schedule changes, cancellations or delays, emergencies and other important flight information. The User understands that he/she is solely responsible for errors in the dates, selected flights or booking classes and other essential details of the carriage.

9. The tariff rules are published by the Operator in the booking information and are available for review by clicking on the active tariff code link. The Operator receives the contents of the rules from the booking systems and passes them "as is."

10. When placing an Air Carriage Order for international flights, the User undertakes to ensure the availability of a visa for the entire route for all passengers, including, but not limited to availability of transit visas for connecting flights, and independently clarify the rules of the visa regime of the states through which their journey passes. In case of violation of the visa regime, customs, immigration and other regulations of the states through which the passenger route passes under the corresponding Order, the specified passengers may be deported.

Additional passenger information – at the link.

11. The User has to pay for the booked order within the time period specified in the Personal Account. If in the specified period of time, the User does not have time to make payment, the order is cancelled and the booking procedure has to be started anew.

12. By the fact of payment, the User agrees to comply with the rules, conditions and restrictions imposed by the Carrier, which service is acquired. In case the User does not understand the rules of the Carrier, the User undertakes to contact the Support Service of the Operator or the Carrier for information clarification. The fact of the purchase by the User means acceptance of all relevant terms, rules and restrictions of the Carrier and the applicable tariff.

13. In rare cases, after making a payment, there may be failures during the issuance of the ticket, resulting in a change in the cost of a similar flight upon re-booking. In this case, the Operator undertakes to notify the User of the changes, not to issue an air ticket without the User's express consent with the new terms and conditions and return the money paid in case the User's refusal to purchase an air ticket under new conditions.

14. Due to the specifics of airline tickets and the Order of certain services, the Operator does not form tickets for the following categories of passengers:

unaccompanied children,
passengers in a wheelchair,
deaf and blind passengers,
elderly persons in need of senior assistance services,
women during late pregnancy,
seriously ill and stretcher passengers.
For such tickets, customers should contact the airline directly.

15. The Operator provides booking and ticketing services as a Carrier agent. The formed ticket is a confirmation of the Operator's services. When forming a ticket, the Operator charges a Service Fee, which is an additional reward for the provision of appropriate services for the carriage selection and booking. The amount of the Service Fee is included in the cost of the relevant service and is explicitly displayed before purchase.

16. Ticket forming confirms the fact of rendering the service by the Operator, and after placing the Order, the Service Fee is subject to return.

The procedure of returning the air ticket

1. The ticket is returned in the User's personal account.

2. To make an application for a ticket return, the User has to:

in the personal account, select the order for which a return is required;
indicate the type of return: voluntary or forced;
in case of forced return, it is necessary to specify the reason;
select passengers and flight segments for which a return is required;
send a return request.

3. The return is made upon receipt of the User's consent to the terms of return, penalties of the Carrier and the Service Fees for making a return in their personal account.

4. The money is returned to the bank card from which the payment was made.

Air-ticket return rules

1. The formed tickets are returned strictly in accordance with the terms of the airline tariff.

2. If a partially used ticket is returned (if permitted by the tariff rules), the difference between the paid tariff and the tariff for the actual part of the route is returned and the fee established by the rules of the applied tariff is withheld.

3. Service Fees for ticket forming upon return are not subject to return.

4. A Service Fee of 1,000 rubles per ticket is charged for the return transaction.

5. Refusal of carriage may be voluntary or forced.

Voluntary return – refusal of flight at the passenger request, return under which is made according to airline tariff rules, net of penalties and the Operator Service Fee.
Forced return – refusal of flight for reasons beyond the passenger's control (cancellation or delay of flight, illness, death of passenger or close family member (at airline discretion), visa refusal (depending on the established rules of the airline), in which case the return of the airfare is made without deductions, and the service charge of the Operator for processing the return is not applied.

6. For no return flights, depending on the Carrier rules, it is possible to return funds for unused taxes (airport, fuel charges, etc.), but it should be understood that their amount must exceed the Operator's Service Fee.

7. Some airlines allow a forced full return of the ticket price if a visa is denied for certain destinations, which requires documentary evidence of the visa refusal from the visa application centre.
Such return must be requested in the Personal Account, stating the reason for the visa refusal and the supporting documents must be sent to ticket@rzd.ru with the order number.

8. All return requests are processed as a priority and depend on the date of the flight departure.

9. The processing time of the ticket return application can be up to 24 hours.

10. Money for the returned tickets is credited to the card from which the ticket was paid.

11. Crediting of funds to the account is made within 3 to 30 days from the moment of the return and depends on the bank that issued the card.

12. Specifics of the air ticket return for medical reasons.

If the passenger is unable to use the purchased air ticket due to illness, he/she has to make a request in their personal account for a forced return. In the event that there are less than 24 hours before departure, it is recommended to contact the call center immediately after the return request in the personal account for the prompt forming the return in the system.

As proof of forced return for medical reasons, it is necessary to provide one of the supporting documents:

certificate from the medical institution about the state of health of the passenger, close relatives on the date of departure. The certificate must contain: name, details and seal of the institution that issued the certificate, position, surname, signature and seal of the attending physician, as well as the signature and seal of the head of the department or the head of the hospital. Also, the certificate should indicate the date of issue and correspondence of the disease dates to the dates of travel;
a copy of the sick leave, certified by signature and seal (can be obtained, including at the airport medical station);
excerpt from the medical card (medical record), signed and stamped;
death certificate.

Additional documents may be requested by the Carrier if necessary. Supporting documents should be sent to ticket@rzd.ru.

For forced return for medical reasons, confirmation from the Carrier is required, the review period can be up to 30 calendar days. The carrier reserves the right to refuse a forced return of the ticket.

13. Specifics of air ticket return in case of delay and cancellation of the flight.

In case of a long delay or cancellation of the flight at the time of stay at the airport and the inability to make a flight, it is recommended to contact the airline representative to receive on the itinerary receipt timestamps and reasons for the flight delay or cancellation.

Next, it is necessary to make a request for air ticket return through the personal account Supporting documents should be sent to ticket@rzd.ru.

A forced return may require confirmation from the airline, the review period can be up to 30 calendar days. The airline reserves the right to refuse a forced return of the flight ticket.

Air tickets exchange procedure

1. Air ticket exchange is made in personal account.

2. To send a ticket exchange request, the passenger has to:

in personal account, select the order for which the exchange is needed;
indicate the type of return: voluntary or forced;
provide information on the new date and time for which the exchange is to be made;
select passengers and flight segments for which exchange is needed;
send an exchange request.

3. After processing the request, information on the exchange possibility and the amount of surcharge (if any) on selected flights is sent to the personal account. The User needs to pay a surcharge within the specified time. Payment is possible with any credit card.

4. After confirmation of the exchange payment, the new itinerary receipt is available in the personal account and sent to the e-mail specified at the initial booking.

Air tickets exchange rules

1. Air tickets are exchanged strictly in accordance with airline tariff rules. The possibility of exchange depends on the tariff rules in accordance with which the ticket is formed.

2. Air ticket exchange can be voluntary and forced.

Voluntary exchange is a change of date, flight, class of service, route (depending on the tariff rules) at the passenger request. The amount to the surcharge depends on the tariff rules, the need to make an additional payment on the tariff and taxes. A Service Fee of the Operator in the amount of 1,000 rubles per ticket is charged for the voluntary exchange operation.
Forced exchange – arises for reasons beyond the passenger's control directly, namely cancellation, flight delay, illness or death of the passenger. Forced ticket exchange is made without withholding on the part of the airline, the Operator's Service Fee is also not charged.

3. The air ticket is exchanged only for the airline flight for which the original ticket was formed. If a change of carrier is necessary, the ticket has to be returned and a new ticket has to be formed.

4. There is no exchange of air ticket for another passenger.

5. All exchange requests are processed as a priority and depend on the date of the flight departure.

6. Payment of the exchange must be made within 15 minutes after the Operator's confirmation of the possibility and conditions of exchange. The new itinerary receipt is available in the personal account and sent to the e-mail specified at the initial booking. At the time of ticket issuance, the agreed amount of payment may change.

7. Requests for exchange are accepted more than 24 hours before departure. If an exchange needs to be made in less than 24 hours, we recommend to contact the call centre as soon as possible after requesting an exchange in the personal account so that the exchange can be made in the system as soon as possible.

8. If necessary, the passenger can always contact the airline directly to exchange tickets.

9. Specifics of an air ticket exchange for medical reasons.

As proof of forced exchange for medical reasons, it is necessary to provide one of the supporting documents:

certificate from the medical institution about the state of health of the passenger, close relatives on the date of departure. The certificate must necessarily contain: name, details and seal of the institution that issued the certificate, position, surname, signature and seal of the attending physician, as well as the signature and seal of the head of the department or the head of the hospital. Also, the certificate should indicate the date of issue and correspondence of the disease dates to the dates of travel;
a copy of the sick leave, certified by signature and seal (can be obtained, including at the airport medical station);
excerpt from the medical card (medical record), signed and stamped;
death certificate.

Additional documents may be requested if necessary. Supporting documents should be sent to ticket@rzd.ru.

A forced exchange for medical reasons requires confirmation from the airline. The airline reserves the right to refuse in a forced air ticket exchange.

10. Air ticket exchange in case of delay, flight cancellation.

To confirm the flight delay or cancellation when staying at the airport, it is recommended to contact the airline representative to receive a mark on the itinerary receipt about the time and reasons for the flight delay or cancellations.

Supporting documents should be sent to ticket@rzd.ru .

Confirmation from the airline may be required for a forced return. The airline reserves the right to refuse in a forced air ticket exchange.

ANNEX NO. 2 TO THE PUBLIC OFFER FOR ELECTRONIC PAID SERVICE ON FORMING ELECTRONIC TICKETS FOR VARIOUS MEANS OF TRANSPORT AND RELATED SERVICES (OFFER)

Rules of forming and returning the Electronic Ticket for the bus

To form a bus ticket, the User performs the following actions:

1. Specifies the desired direction and dates in the search form.

2. Selects the flight based on the schedule and cost from the list of options offered.

3. Enters passenger data or selects them from the previously stored for the required number of persons.

4. Receives booking confirmation.

5. Verifies and confirms the correctness of all information in the booking: date and time, direction, departure and arrival airports, personal, passport and contact details of passengers, and the order cost.

6. Acknowledges and accepts the rules of carriage and the tariff rules.

7. Pays for the order.

8. Receives carriage documents in their personal account and by e-mail.

Rules for booking and payment of a bus ticket

1. The Operator provides services for forming bus tickets, as well as services for the return of bus tickets. The Operator is not a party to the carriage contract under which obligations arise between the Carrier and the Passenger.

2. Before buying a bus ticket, the User is obliged to review the terms of the carriage contract, requirements of current legislation, the tariff rules.

3. The User may review the information about the schedule, availability of seats and tariff without authorization in the system.

4. Booking a bus ticket, payment and issuance of the bus ticket is carried out only after User authorization.

6. Travel cost information posted prior to booking is for reference only and can be changed by the Carrier or the booking system at the time the booking is made. The User may refuse to form tickets in case of changes in their value at the time of booking.

7. The User independently makes an order for the purchase of a bus ticket. The order is processed automatically, the Operator does not form an order for the User, does not enter any data, changes to the Order without the User authorization.

8. The User undertakes to indicate reliable and accurate in all respects data requested by the Service when creating a booking, assumes all legal and commercial risks associated with erroneous or knowingly false data provided at the time of booking.
The User understands that the indication of incorrect information about the passenger surname and name, as well as the date of their birth and documents that do not coincide with the data in the identity document used when performing the carriage, may result in the refusal of the service provision by the Carrier. Such tickets are formed anew in accordance with the tariff rules, in most cases through the return of the ticket and the purchase of a new one.
The User understands that indicating incorrect information about the identity document, such as number and expiration period, may result in additional charges from the Carrier and the Operator for making changes to the booking. The User understands that in case of incorrect, irrelevant or knowingly false contact information, neither the Carrier nor the Operator are responsible for the impossibility of communicating to the passengers and the User the information on schedule changes, cancellations or delays, emergencies and other important flight information. The User understands that he/she is solely responsible for errors in the dates, selected flights and other essential details of the carriage.

9. When placing an Order for bus carriage for international trips, the User undertakes to ensure the availability of a visa for travelling along the entire route for all passengers, including but not limited to availability of transit visas for travelling through the territory of the countries included in the trip route and independently clarify the rules of the visa regime of the states through which their journey passes. In case of violation of the visa regime, customs, immigration and other regulations of the states through which the passenger route passes under the corresponding Order, the specified passengers may be deported.

10. The User has to pay for the booked order within the time period specified in the Personal Account. If in the specified period of time, the User does not have time to make payment, the order is cancelled and the booking procedure has to be started anew.

11. By the fact of payment, the User agrees to comply with the rules, conditions and restrictions imposed by the Carrier, which service is acquired. In case the User does not understand the rules of the Carrier, the User undertakes to contact the Support Service of the Operator or the Carrier for information clarification. The fact of the purchase by the User means acceptance of all relevant terms, rules and restrictions of the Carrier and the applicable tariff.

12. In rare cases, after payment is made when issuing a bus ticket, failures may result in a change in the cost of a similar ticket when booking again. In this case, the Operator undertakes to notify the User of the changes, not to make a ticket without the User's express consent with the new terms and conditions and return the money paid in case of the User's refusal to purchase a ticket under new conditions.

13. Before forming tickets, the User is obliged to independently verify that there are no duplicate bookings on the Operator's Service, as well as in other systems and on third-party websites. The Carrier has the right to cancel all "double bookings" made for the same names, including for paid orders.

14. Due to the specifics of ticketing and ordering certain services, the Operator does not form tickets for the following categories of passengers:

unaccompanied children,
passengers in a wheelchair,
deaf and blind passengers,
elderly persons in need of senior assistance services,
women during late pregnancy,
discounted tickets of all categories,
baggage receipts,
carriage of animals.

For such tickets, customers should contact the Carrier ticket offices or bus stations directly.

15. The Service does not provide the possibility of travel arrangements for children under 5 years old who do not occupy a separate seat.

16. The Operator provides booking and ticketing services as a Carrier agent. The formed ticket is a confirmation of the Operator's services. When forming a ticket, the Operator charges a Service Fee, which is an additional reward for the provision of appropriate services for the carriage selection and booking. The amount of the Service Fee is included in the cost of the relevant service and is explicitly displayed before purchase. Ticket formation confirms the fact of rendering the service by the Operator, and after placing the order, the Service Fee is not subject to return.

17. The passenger is obliged to carry a ticket in printed form, as well as present upon boarding the documents for which the ticket was formed. In the absence of a printed ticket or a mismatch in the ticket and the document, the Carrier has the right to refuse in boarding for the User.

18. The rules of baggage carriage in the territory of the Russian Federation are regulated by Federal Law No. 259-FZ dated November 08, 2007 "Regulations of road transport and urban land electric transport", according to which the passenger has the right to carry not more than one place of hand baggage free of charge, the length, width and height of which in total does not exceed 120 centimeters, one pair of skis in a cover, baby sled, and baby pram. The rules of baggage carriage abroad are governed by the rules of the Carriers.

19. The service does not provide booking services for additional baggage. These services can be formed before the trip start at the bus station.

20. Electronic tickets cannot be exchanged. Passengers cannot be changed. Information about changing the travel conditions (cancelling the journey, overbooking, changing seats on busses and changing the place of departure etc.) will be sent to the e-mail the passenger specified during registration.

Procedure for returning a bus ticket

1. The bus ticket is returned in the User's personal account.

2. To make a return of a bus ticket, the User has to:

in the personal account, select the order for which a return is required;
select passengers for which a return is required;
send a return request.

3. The return is made by the Service automatically.

4. The money is returned to the bank card from which the payment was made within the terms established by the issuing bank.

Ticket return/refund instructions:

search for any service on the site https://new-eng.nu.oooinex.ru;
enter your Personal Account in the site’s upper right corner;
in the tab My Orders, select and open the desired order and use the button "ACTIONS WITH THE TICKET" to claim a ticket return/refund.

Passengers who do not have the technical possibility to return the ticket, must send claims to the e-mail address ticket@rzd.ru.

Rules for returning a bus ticket

1. Formed bus tickets are returned in the territory of the Russian Federation in accordance with Federal Law No. 259-FZ dated November 08, 2007 "Regulations of automobile transport and urban land electric transport", if the travel is disrupt due to technical reasons or travel delay by more than an hour, the money is returned in full.

The conditions for the return/refund of bus tickets may differ from the conditions laid down in Federal Law No. 259-FZ [Federal Law] Automotive and Urban Ground Electric Transportation Bylaws passed on 8 November 2007. Before booking tickets, passengers must independently familiarise themselves with the rules (conditions) for ticket returns/refunds of the selected Carrier as outlined on its web resources.

2. If a ticket return is initiated by the passenger, the following deductions are made:

Return of the ticket more than 2 hours before departure – 5%,
Return of the ticket within 2 hours before departure – 15%,
Return of the ticket within 3 hours after departure – 25%,
There is no return for the ticket after 3 hours after the bus departure.

The return amount is calculated based on the freight tariff.

3. The formed bus tickets of international Carriers are returned in accordance with the rules of the Carrier's tariffs.

4. Service Fees and other bus ticket registration fees are not subject to return.

5. Specifics of ticket return:

in case of travel delay, it is necessary to record the time of contact to the point of departure with a stamp indicating the date, time and signature of the responsible employee;
if the travel is delayed by more than an hour, the time of departure is recorded by a stamp indicating the date, time and signature of the employee in charge;
contact the Customer Support Service of the Operator and receive the application form for a return;
fill out an application for a return and send to the e-mail address ticket@rzd.ru .

6. Applications are considered within up to 10 business days.

ANNEX NO. 3 TO THE PUBLIC OFFER FOR ELECTRONIC PAID SERVICE ON FORMING ELECTRONIC TICKETS FOR VARIOUS MEANS OF TRANSPORT AND RELATED SERVICES (OFFER)

Rules for forming, returning and exchanging the electronic ticket for Aeroexpress trains

Ticket forming procedure

To form Aeroexpress tickets, the User performs the following actions:

1. Specifies the desired direction and dates in the search form.

2. Selects the flight based on the schedule and cost from the list of options offered.

3. Selects the carriage tariff according to the desired services and conditions of application.

4. Specifies the required number of tickets.

5. Enters passenger data or selects them from previously saved.

6. Receives booking confirmation.

7. Verifies and confirms the correctness of all information in the booking: date and time, direction, departure and arrival stations, personal, passport and contact details of passengers, and the order cost.

8. Acknowledges and accepts the rules of carriage, the tariff rules and the level of services included in the tariff.

9. Pays for the order.

10. Receives carriage documents in their personal account and by e-mail.

Tickets for Aeroexpress trains can also be formed as an additional service when buying a ticket.

Aeroexpress booking and payment policies

1. The Operator provides services for tickets for Aeroexpress trains, as well as services for ticket return operations. The Operator is not a party to the carriage contract under which obligations arise between the Carrier and the Passenger.

2. Before purchasing tickets for Aeroexpress trains, the User is obliged to familiarize himself/herself with the terms of the carriage contract, requirements of the current legislation, the tariff rules and terms of refund of selected services. The Carrier Rules are published at aeroexpress.ru.

3. The User may review the information about the schedule and tariff without authorization in the system.

4. Tickets booking, payment and issuance are carried out only after authorization of the User.

7. The User independently makes an order for tickets. The order is processed automatically, the Operator does not form an order for the User, does not enter any data, changes to the Order without the User authorization.

9. The User shall pay for the booked order within the time period specified in the Personal Account. If in the specified period of time, the User does not have time to make payment, the order is cancelled and the booking procedure has to be started anew.

10. By the fact of payment, the User agrees to comply with the rules, conditions and restrictions imposed by the Carrier, the service of which they acquire. In case the User does not understand the rules of the Carrier, the User undertakes to contact the Support Service of the Operator or the Carrier for information clarification. The fact of the purchase by the User means acceptance of all relevant terms, rules and restrictions of the Carrier and the applicable tariff.

11. In rare cases, after payment is made when issuing a ticket, failures may result in a change in the cost of a similar ticket when booking again. In this case, the Operator undertakes to notify the User of the changes, not to make a ticket without the User's express consent with the new terms and conditions and return the money paid in case of the User's refusal to purchase a ticket under new conditions.

12. There is no Service Fee for tickets for Aeroexpress trains.

13. Rules for Booking Children’s Tickets:

Passengers have the right to transport children under 7 years of age free of charge (booking a ticket is not required).
For children over 7 years of age, tickets must be purchased at the standard rate.

Rules for returning tickets

1. The User requests the return of the Aeroexpress train ticket through the Personal Account.

2. The return is made automatically.

3. A service charge of 2% of the ticket price is collected for the return of tickets to Aeroexpress trains.

4. The return of the cost of an unused passenger ticket for a one-time trip by Aeroexpress LLC is possible subject to the following conditions:

ticket is paid and formed through the Operator Service;
there was no passage through the turnstile. If there was a check-in per at least one ticket from the order – no return is allowed;
for standard and business class carriages – until 23:59 of the day preceding the day of travel.

5. The return of funds for an unused travel document (ticket) is made to the bank account of the individual who paid for the travel document (ticket) from which the payment was made.

ANNEX NO. 4 TO THE PUBLIC OFFER FOR ELECTRONIC PAID SERVICE ON FORMING ELECTRONIC TICKETS FOR VARIOUS MEANS OF TRANSPORT AND RELATED SERVICES (OFFER)

Rules for forming, returning and exchanging (forming anew) the electronic ticket of 7000 series high-speed trains with seats provision)

Terms and definitions (applicable to the Rules of Forming, Returning and Exchanging (Forming Anew) the Electronic Ticket for Commuter Railway Trains (7000 Series High-Speed Trains with Seats Provision)

A commuter train is a train that covers a distance of not more than 200 km, consisting of carriages with seats. The Service Operator sells tickets for quick commuter trains of 7000 Series with guaranteed provision of seats.

Electronic check-in – the passenger's consent to travel on the train on the basis of an Electronic Ticket without forming a travel document at the ticket office or via the self-service terminal. Electronic check-in entitles the passenger to board and travel on the train according to the identity document specified in the order.

Ticket forming procedure

To form an Electronic Ticket for high-speed trains with the seats provision, the User performs the following actions:

Specifies the desired direction and dates in the search form.
Selects the suitable flight, the type of carriage and location from the list of proposed options.
Specifies the required number of passengers and their type (adults, children with places, children without specifying seats).
The possibility of forming free tickets for children under 5 years (without specifying places) is determined by the Service specifics. If the User is unable to form a free ticket for a child under 5 years without a seat indication through the Service, the User has to form such ticket at the Carrier's Ticket Office.
Enters passenger data or selects them from previously saved.
Receives booking confirmation.
Verifies and confirms the correctness of all data in the booking: date and time, direction, passenger passport data, order cost.
Acknowledges and accepts the rules of carriage, the tariff rules and the level of services included in the tariff.
Pays for the order.
Receives Electronic documents in the personal account and by e-mail.

Rules of Booking and Payment of the Electronic Ticket for 7000 Series High-Speed trains with Seats Provision

1. The Operator provides services for the formation of the Electronic Tickets for speed commuter trains with seats provision, as well as additional services, electronic check-in service, services for tickets return operations.

2. The Operator is not a party to the carriage contract under which obligations arise between the Carrier and the Passenger.

3. In order to travel on a commuter train with guaranteed provision of seats, an Electronic Ticket indicating a separate seat is formed for the passenger to any station (stop point), included in the route of this train.

4. On the site https://new-eng.nu.oooinex.ru, the following documents are not formed:

subscription travel documents;
travel documents for preferential categories of citizens;
documents for baggage.

5. The Electronic Ticket for the commuter train with guaranteed seats provision is valid for travel on the date, time and on the route of the train specified therein.

6. Electronic Tickets for high-speed commuter trains with seats provision can be formed within a period of 10 days and before the date of train departure from the passenger station. Order on the day of train departure is formed not later than 1 hour before the train departure from the passenger boarding station.

7. These Rules are informational. Before buying tickets for high-speed commuter trains, the User is obliged to independently review the terms of the carriage contract and regulatory documents governing the rules and carriage of passengers, baggage and cargo storage by rail.

8. The User may review the information about the schedule and tariff without authorization in the system.

9. The User understands that he/she is solely responsible for errors in the dates, selected flights and other essential details of the carriage.

10. Order, payment and issue of Electronic Tickets are carried out only after User authorization in the Personal Account on the website https://new-eng.nu.oooinex.ru.

11. Carriage information published on the portal is obtained by the Operator through data exchange protocols from third-party systems, which include booking systems, web resources and other information resources of the Carriers, etc. Except as expressly provided by the legislation of the Russian Federation, the Operator does not guarantee the accuracy of the information provided by the Carriers, is liable for its incompleteness or unreliability.

12. Travel cost information posted prior to booking is for reference only and can be changed by the Carrier or the booking system at the time the booking is made. The User may refuse to form Electronic Tickets in case of changes in their value at the time of booking.

13. The User independently makes an order for Electronic Tickets in the Personal Account on the website https://new-eng.nu.oooinex.ru.

14. The order is processed automatically, the Operator does not form an order for the User, does not enter any data, changes to the Order without the User authorization.

15. The User undertakes to indicate reliable and accurate in all respects data requested by the Service for the booking, assumes all legal and commercial risks associated with erroneous or knowingly false data provided at the time of booking.
The User understands that the indication of incorrect information about the passenger surname and name, as well as the date of their birth and documents that do not coincide with the data in the identity document used when performing the carriage, may result in the refusal of the service provision by the Carrier.

16. The individual placing the order represents all passengers of the order, and therefore all passengers of the order are considered informed about the conditions of boarding and travel on the train.

17. By the fact of payment, the User agrees to comply with the rules, conditions and restrictions imposed by the Carrier, which service is acquired. In case the User does not understand the rules of the Carrier, the User undertakes to contact the Support Service of the Operator or the Carrier for information clarification. The fact of the purchase by the User means acceptance of all relevant terms, rules and restrictions of the Carrier and the applicable tariff.

18. Pay for the booked order within the time period specified in the Personal Account. If in the specified period of time, the User does not have time to make payment, the order is cancelled and the booking procedure has to be started anew.

19. In rare cases, after making a payment, there may be failures during the issuance of the Electronic Ticket, resulting in a change in the cost of a similar ticket upon re-booking. In this case, the Operator undertakes to notify the User of the changes, not to make a ticket without the User's express consent with the new terms and conditions and return the money paid in case of the User's refusal to purchase a ticket under new conditions.

20. For forming Electronic Tickets for high-speed commuter trains of 7000 Series with seats provision, the Service Fee is not charged by the Operator.

21. Rules for children tickets:

The passenger may travel with children under 5 years without a seat free of charge. For travelling with a child under 5 years (inclusive) without providing a seat, it is necessary to form a free ticket. In one order, it is possible to form not more than one free children ticket per an adult passenger. Forming a free ticket depends on the technical features of the Service. If there is no technical possibility to form the above ticket with the help of the Service, for its forming, an adult Passenger has to contact the Carrier's cash desk and produce an identity document and a child's birth certificate.
For children from 5 to 7 years (inclusive), tickets are purchased at a children rate;
For children under 5 years (inclusive), it is possible to form tickets with the provision of a seat. In this case, the ticket is formed at a children rate;
For children older than 7 years, tickets are purchased at the standard tariff.

22. The child's age is determined on the day the trip starts. If the child turns 7 on the day of train departure, a travel document (ticket) is formed for him/her at the rate for children carriage.

23. If the child turns 5 on the day of departure, then a free ticket is formed for him/her that entitles to travel without a seat provision. Or it is possible to form a ticket at the tariff for children carriage that entitles to travel with a seat provision.

24. Baggage regulations are regulated by the Rules for the Transportation of Passengers, Baggage and Cargo Luggage by Rail as approved by Order No. 352 issued by the Ministry of Transport of the Russian Federation on 5 September 2022. Each passenger is entitled to carry free of charge, per one travel document (ticket), except for small items, hand luggage weighing no more than 36 kg and not exceeding 180 cm based on the sum of three dimensions. Hand baggage is hand baggage carried by passengers, regardless of its nature and type of packaging, which by its size can be accommodated in the passenger wagons in the seats intended for hand baggage on the basis of the design features of the wagon. Baggage and hand baggage rules also apply to children tickets with seats.

Rules for booking and payment of tickets to the meeting room compartment for high-speed commuter trains of 7000 Series with seats provision

1. The User can make an order of the Electronic Ticket in the meeting room compartment if the high-speed commuter train of 7000 Series with seats provision is equipped with such.

2. The maximum number of passengers with seat provision, which can be specified when placing an order in the meeting room compartment, is 4 (four). Electronic Tickets are taken into account, both formed with seats provision for an adult passenger and formed according to the children tariff.

3. In the meeting room compartment, it is possible to travel with children under 5 years without a seat provision, but after forming a free Electronic Ticket for the child. For one ticket formed for an adult passenger, it is possible to provide transportation for one child under 5 years with a free ticket. The possibility of forming a free ticket for children under 5 years depends on the technical features of the Service. If there is no technical possibility to form the above ticket in the Personal Account on the website https://new-eng.nu.oooinex.ru, in order to form it the passenger specified in the order has to contact the Carrier's cash desk with the identity document specified at the time of placing the order and the birth certificate of a child or other identity document.

4. The entire compartment is booked and paid in full, regardless of the passengers number specified in the order.

Procedure for the return of the Electronic Tickets for high-speed commuter trains of 7000 Series with seats provision

1. The Electronic Ticket is returned in the User's Personal Account.

2. To return the Electronic Ticket, it is necessary to perform the following operations:

in the personal account, select the order for which a return is required;
select passengers for which a return is required;
send a return request.

3. Return is made by the Service automatically.

4. The money is returned to the bank card from which the payment was made, within 7 to 30 days.

Rules for returning tickets

1. The return of unused Electronic Tickets is made in accordance with the tariffs terms and the rules of travel documents return of JSCo RZD, the Rules for the Transportation of Passengers, Baggage and Cargo Luggage by Rail as approved by Order No. 352 issued by the Ministry of Transport of the Russian Federation on 5 September 2022.

2. No return is made for partially unused travel documents with the help of the Service.

3. An Unused Electronic Ticket for high-speed commuter train with seats provision is returned in the User's Personal Account if it has been formed through the Operator Service.

4. An unused Electronic Ticket for a high-speed commuter train with seats provision may be returned in the User's Personal Account if no ticket was printed for it at the Carrier's ticket office on the travel document form.

5. If the User has used the electronic check-in service, the unused Electronic Ticket has to be returned at least 1 hour before the train departure from the route starting station.

6. When returning Electronic Tickets formed in one order for the wagon of any class except the business compartment, it is possible to return the ticket for one of the passengers.

7. When returning Electronic Tickets formed for the business compartment, the entire order is returned in full. There is no service to return one ticket from the whole order.

8. The User returning unused Electronic Tickets on the website acts on behalf of all passengers of the order, therefore all passengers of the order are considered informed about the trip refusal.

9. In case of cancellation of the departure or delay in departure of a high-speed commuter train with seats provided for more than 1 hour from the passenger's departure station, when returning an unused Electronic Ticket before the train departure, the full tariff is returned to the User.

10. In case of return of an unused Electronic Tickets not later than two hours before the departure of the high-speed commuter train with seats provision, the full tariff is returned to the User.

11. In case of return of an unused Electronic Tickets less than 2 hours before the train departure, 50% of the tariff is returned to the User.

12. The Operator does not charge a Service Fee for the return operation.

13. A Service Fee may be imposed for the return transaction on the part of the Carrier.

Electronic registration for the Electronic Tickets for high-speed commuter trains of 7000 Series

1. The Electronic Tickets issued through the Service are not valid for boarding and travelling on high-speed commuter trains without passing electronic check-in.

2. Electronic Ticket registration is carried out automatically when forming tickets using the Service.

Rules for exchanging the Electronic Tickets and forming the Electronic Tickets anew for high-speed commuter trains of 7000 Series

There is no exchange of tickets for high-speed commuter trains with seats provision. If it is necessary to make changes to the selected itinerary, the User has to return the ticket(s) and place a new order.

Tickets for high-speed commuter trains with seats provision with the help of the Service may not be formed anew.

ANNEX NO. 5 TO THE PUBLIC OFFER FOR ELECTRONIC PAID SERVICE ON FORMING ELECTRONIC TICKETS FOR VARIOUS MEANS OF TRANSPORT AND RELATED SERVICES (OFFER)

Rules for booking, returning and exchanging (reissuing) e-tickets for suburban railway trains without the provision of seats

Ticket booking procedure

To book e-tickets for suburban trains without the provision of seats, Users must carry out the following operations:

Set the desired direction and dates in the search form.
Select the train that suits the passengers’ schedule and fare price.
Set the required number of tickets without specifying seats.
Enter the requisite passenger data or select from the previously saved data.
Receive booking confirmation.
Check and confirm the correctness of all data on the booking: dates and times, directions, the passport data of all the passengers travelling and the order’s value.
Read and accept the rules of carriage, the rules for applying the tariff and the level of services included in the tariff.
Pay for the order.
Receive the electronic tickets and documents in the passenger’s personal account and by e-mail.

Rules for booking and paying for e-tickets for suburban trains without the provision of seats

1. The Operator provides services for booking e-tickets for suburban trains without the provision of seats, as well as additional services.

2. The Operator is not a party to the contract of carriage under which the obligations arise for the Carrier and the Passenger.

3. The following cannot be booked on the site https://new-eng.nu.oooinex.ru:

season tickets;
tickets for preferential categories of citizens;
documents and tickets for baggage.

4. A ticket booked for a single journey in one direction on a suburban train without the provision of seats is valid for one trip during the calendar day indicated on the ticket and one hour of the next calendar day. A booked return ticket is valid, except for one journey in the outward direction, for one journey in the return direction during the day specified on the ticket and the following calendar day, not counting the day the ticket was booked, as well as on public holidays and general holidays. If the validity of a ticket for a commuter train expires at the time the passenger is on board the train, the ticket is valid until the passenger arrives at their destination station or stop.

5. These Rules are for informational purposes only. Before purchasing tickets for suburban trains without the provision of seats, Users are obliged to familiarise themselves independently with the terms of the Contract of Carriage and the regulatory documents governing the rules and procedure for the carriage of passengers, baggage and cargo by rail.

6. Users can view timetable and fare information without requiring system authorisation.

7. Users understand that they alone are solely responsible for errors in dates, selected trains, services and other significant transportation details.

8. The booking, payment and issuance of electronic tickets is carried out only after the Personal Accounts of Users have been authorised on the https://new-eng.nu.oooinex.ru website.

9. Information about the transportation published on the portal has been received by the Operator through data exchange protocols from third-party systems, which include booking systems, web resources and other information resources of the Carriers etc. Except for cases expressly provided for by the legislation of the Russian Federation, the Operator does not guarantee the accuracy of the information provided by the Carriers and is not responsible for its incompleteness or inaccuracy.

10. Information about fares posted prior to making bookings is for reference only and can be changed by the Carrier or the booking system at the time the bookings are made. Users are fully entitled to withdraw from booking e-tickets in the event that their cost changes during the booking.

11. Users place their orders for electronic tickets in their Personal Accounts on the https://new-eng.nu.oooinex.ru website independently.

12. Orders are processed automatically. The Operator does not place orders for Users, does not enter any data or make any changes to Orders without the authorisation from the Users.

13. Users undertake to provide reliable and accurate data in all respects as requested by the Service when making bookings and assume all legal and commercial risks associated with providing erroneous or deliberately false data when making bookings.

Users understand that the indication of false information about passenger first and last names, as well as the date of their birth, and documents that do not match the data in the identity document used during the carriage, may lead to the Carrier’s refusal to provide the service.

14. An individual placing an order represents all passengers on the order and in that connection all passengers on the order are considered to be informed about the conditions of boarding and travelling on the train.

15. By the fact of payment, Users agree to comply with the rules, conditions and restrictions imposed by the Carrier, whose services they purchase. If Users do not understand the Carrier’s rules, the Users undertake to contact the Operator or the Carrier’s support service to clarify the information. The fact that Users make a purchase means acceptance of all the Carrier’s relevant conditions, rules and restrictions and of the applicable tariff.

16. Users must pay for the booked order within the time period specified in the Personal Account. If the User does not have time to make a payment within the specified period of time, the order is cancelled and the booking procedure must be completed again.

17. In rare cases, failures may occur after making a payment when issuing an e-ticket and which can result in a change in the cost of a similar ticket when re-booking. In such cases, the Operator undertakes to notify Users of the changes, not to issue tickets without the Users’ explicit consent to the new conditions, and to refund the money paid if the Users refuse to purchase a ticket under the new conditions.

18. The Operator does not charge a service fee for issuing e-tickets for commuter trains without the provision of seats.

19. Rules for booking children’s tickets:

Passengers have the right to take children under the age of 7 free of charge without occupying a seat/berth.
Tickets are purchased at the standard fare for children over 7 years of age.

20. The child’s age is determined as that on the day of the start of travel. If the child turns 7 on the day the train departs, it is issued a ticket at the rate for the transportation of children.

21. The rules for the carriage of baggage are regulated in accordance with the Rules for the Transportation of Passengers, Baggage and Cargo Luggage by Rail as approved by Order No. 352 issued by the Ministry of Transport of the Russian Federation on 5 September 2022. On one ticket each passenger has the right to carry free of charge, and in addition to small items, hand luggage weighing no more than 36 kg and whose total three dimensions do not exceed 180 cm. Hand luggage includes the items passengers carry with them, regardless of their type and type of packaging, which, by their size, are placed in passenger carriages in places intended for hand luggage, based on the design features of the respective carriage. The baggage and carry-on baggage rules also apply to children’s tickets with the provision of seats/berths.

Ticket Refund Policy

Refunds of the cost of a ticket not used by a passenger for a single trip on a suburban train without the provision of seats are not made. Exceptions are cases of unscheduled breaks in the movement of such suburban trains which last for more than an hour. Refunds of the cost of unused tickets by passengers making a single journey on a commuter train without the provision of seats are made only during the hours of an unscheduled break in the movement of such trains at the passenger’s departure station.

Rules for exchanging and rebooking electronic tickets for suburban trains without the provision of seats

The exchange of tickets for suburban trains without the provision of seats is not carried out.

Rebooking tickets for suburban trains without the provision of seats using the Service is not carried out.

ANNEX NO. 6 TO THE PUBLIC OFFER FOR ELECTRONIC PAID SERVICE ON FORMING ELECTRONIC TICKETS FOR VARIOUS MEANS OF TRANSPORT AND RELATED SERVICES (OFFER)

Rules for booking and returning electronic tickets for water transports

Terms and definitions (applicable to the Rules of Forming and Returning Tickets for Water Transports)

Ticket for water means of transport (Ticket) – a document confirming the conclusion of the carriage contracts for passenger and their baggage on the basis of the passenger carriage contracts or vessel chartering.

Domestic water transport of the Russian Federation (hereinafter referred to as "domestic water transport") is one of the means of transport representing a production and technological complex with its member organizations carrying out navigation and other navigation-related activities on the domestic waterways of the Russian Federation.

Commuter routes of water means of transport (hereinafter referred to as the "commuter routes") – navigable routes organized for the purpose of transporting passengers between city and adjoining settlements (up to 100-150 km) within the city limits.

A speed vessel is a hydrofoil or hovercraft with the speed of 30 km/h or more.

Excursion routes – navigable routes of not more than 24 hours, organized for the purpose of recreation and/or viewing the objects of cultural and historical heritage and architectural monuments.

Rules for forming and returning tickets for water transport

To form the Electronic Tickets for water transport, the User performs the following actions:

1. Specifies the desired direction and dates in the search form.

2. Selects a suitable travel and a place from the list of proposed options. If the Carrier provides a vessel with free seating for the trip on the route chosen by the User, then the choice of seats during the booking is not possible.

3. Specifies the required number of passengers and their type (adults, children with places, children without specifying seats).

4. Enters passenger data or selects them from previously saved.

5. Receives booking confirmation.

6. Verifies and confirms the correctness of all data in the booking: date and time, direction, passenger passport data, order cost.

7. Acknowledges and accepts the rules of carriage, the tariff rules and the level of services included in the tariff.

8. Pays for the order.

9. Receives carriage documents in their personal account and by e-mail.

Rules for booking and payment of a e-ticket for water transport

1. The operator provides services for booking and issuing electronic tickets for water transport, as well as services for returning and refunding electronic tickets.

2. The Operator is not a party to the carriage contract under which obligations arise between the Carrier and the Passenger.

3. These "Rules" are informational. Before buying a ticket for water transport, the User is obliged to independently review the terms of the carriage contract and regulatory documents regulating the rules and procedure of carrying passengers and their baggage by water means of transport.

4. The User may review the information about schedule, availability and tariff without authorization.

5. Booking, payment and discharge of a ticket for water transport is carried out only after User authorization.

6. Carriage information published on the portal is obtained by the Operator through data exchange protocols from third-party systems, which include booking systems, web resources and other information resources of the Carriers, etc. Except as expressly provided by the legislation of the Russian Federation, the Operator does not guarantee the accuracy of the information provided by the Carriers, is liable for its incompleteness or unreliability.

7. Travel cost information posted prior to booking is for reference only and can be changed by the Carrier or the booking system at the time the booking is made. The User may refuse to form tickets in case of changes in their value at the time of booking.

8. The User independently makes an order for the purchase of a ticket for water means of transport. The order is processed automatically, the Operator does not make an order for the User, does not make any data, changes to the Order.

9. The User undertakes to indicate reliable and accurate in all respects data requested by the Service for the booking, assumes all legal and commercial risks associated with erroneous or knowingly false data provided at the time of booking.
The User understands that the indication of incorrect information about the passenger surname and name, as well as the date of their birth and documents that do not coincide with the data in the identity document used when performing the carriage, may result in the refusal of the service provision by the Carrier.

10. The User understands that he/she is solely responsible for errors in the dates, selected flights and other essential details of the carriage.

11. Through the Service, tickets for the following routes of water transport are organized: commuter routes and excursion and walking routes. The Carrier is responsible for the availability of and conducting excursions on board of vehicles operating on excursion and walking routes.

12. The carriage of passengers and their baggage is performed on the basis of the carriage contract The electronic ticket serves as proof of the conclusion of the passenger carriage contract.

13. The purchased ticket is valid for passenger travel only on that vessel, at the time and to the point indicated on the ticket. The ticket is stored with the passenger until the end of the trip.

14. Carriage of passengers (groups of passengers) "to the point of destination" and "from the point of destination" is formed by separate tickets.

15. The User may purchase an Electronic Tickets for a passenger seat of any category for travelling to any port specified in the schedule of ship traffic or declared on the vessel route. If the Carrier provides a vessel with free seating to perform a trip on the chosen route by the User, then the choice of seats during the booking is not possible. In the cabin of the vessel, the passenger independently takes a seat from the available unoccupied seats.

16. The Operator does not provide the service of forming concessionary tickets and arranging travelling for people with reduced mobility.

17. When forming tickets, the Operator may charge a Service Fee. The amount of the Service Fee is included in the cost of the corresponding service, before payment the User displays the total cost of the order. The forming of an Electronic Ticket confirms the fact of the service provision by the Operator, once the order has been formed, the Service Fee may not be returned.

18. By the fact of payment, the User agrees to comply with the rules, conditions and restrictions imposed by the Carrier, the service of which he/she acquires, as well as the rules of the applicable tariff.

19. The User has to pay for the booked order within the time period specified in the Personal Account. If in the specified period of time, the User does not have time to make payment, the order is cancelled and the booking procedure has to be started anew.

20. When boarding the vessel, the passenger must have a printed ticket with him/her (if it is necessary to obtain a carrier’s ticket at the pier ticket office, the information is stated on the electronic ticket), and in addition present the documents under which the ticket was booked and issued upon boarding. In the absence of a printed ticket or any discrepancy between the information on the ticket and the document, the Carrier has the right to refuse boarding.

21. When travelling with a child under a children’s ticket, he or she is provided with a separate seat/berth (or without a seat/berth, depending on what is indicated on the ticket). The child’s age is determined in accordance with the birth certificate on the day the travel begins.

22. Minors under the age of 14, including by inland water transport, can only travel when accompanied by a capable passenger, except for the case of students travelling by water transport to visit general educational institutions. Minors over the age of 14 may travel unaccompanied by a capable passenger.

When travelling by sea, children under the age of two must be accompanied by an adult passenger or a passenger who, in accordance with the civil legislation of the Russian Federation, has acquired legal capacity in full before reaching the age of eighteen.

Children aged two to fourteen years of age may travel when accompanied by an adult passenger or a passenger who, in accordance with the civil legislation of the Russian Federation, has acquired full legal capacity before reaching the age of eighteen, or if unaccompanied by such a specified passenger, under the supervision of the Carrier, if the carrier’s rules make provision for such transportation.

Unaccompanied children from two to fourteen years of age can be transported under the supervision of the Carrier only after the parents, adoptive parents or guardians, in accordance with the Carrier’s rules, have issued a written statement applying for the travel of an unaccompanied child. At the written request of parents, adoptive parents, guardians or custodians, carriage under the Carrier’s supervision may be extended to children under the age of sixteen.

Children over the age of fourteen may travel unaccompanied by a capable adult passenger or a passenger who, in accordance with the civil legislation of the Russian Federation, has been declared fully capable before reaching the age of eighteen.

23. On airboats, hydrofoils and catamarans, a ticket without a seat/berth is issued for children aged 0 to 3 years of age (not inclusive). An electronic ticket is issued for children aged 3 to 11 years of age at the children’s rate in accordance with the current rates.

When travelling by sea, passengers have the right to take with them on international services free of charge, in accordance with a reduced rate, one child under the age of two without the provision of a separate seat/berth. Other children under the age of two, as well as children between the ages of 2 and 12 years of age, travel at reduced fares amounting to 50% of the established fares, with the provision of separate seats/berths for them.

24. When booking children’s tickets and when boarding a vehicle, passengers must present birth certificates for the children.

25. The carrier has the right to introduce restrictions on the minimum age of children who can be transported on a ship serving on excursion and tourist routes.

26. With regard to inland water transport, Order No. 140 "On Approval of the Rules for the Transportation of Passengers and Their Luggage on Inland Water Transport" issued by the Ministry of Transport of Russia on 5 May 2012 (in the version dated 11 December 2015) regulates the baggage rules and the list of items and goods which cannot be transported and which passengers have the right to take free of charge, namely hand luggage that is easily portable, does not interfere with or restrict other passengers, does not exceed 1.8 metres in length or a total length around its perimeter of 2.6 metres, and whose total weight does not exceed 36 kilograms and no more than 20 kilograms on high-speed vessels. Passengers are responsible for the security of their own hand luggage. Passengers have the right to carry baggage whose total weight does not exceed 50 kilograms. Baggage cannot be carried on ships serving sightseeing and pleasure routes.

With regard to passengers with hand luggage, small pets and birds, in accordance with Order No. 140 "On Approval of the Rules for the Transportation of Passengers and Their Luggage on Inland Water Transport" issued by the Ministry of Transport of Russia on 5 May 2012, a baggage receipt is issued as a document that is intended for the registration of, and documentary evidence that baggage has been received from a passenger for further transportation and return to the passenger upon arrival. The operator does not issue baggage receipts.

The rules for the carriage of luggage and animals in maritime transport are regulated by the provisions of the Federal Law No. 81-FZ Merchant Shipping Code dated 30 April 1999 and the Rules for the Carriage of Passengers by Sea as approved by Order No. 190 issued by the Ministry of Transport of Russia on 17 June 2015.

The operator does not issue baggage receipts.

27. Electronic tickets cannot be exchanged. The passenger cannot be changed. Information about changing the conditions of transportation (cancelling the journey, overbooking, changing seats, changing the place of departure etc.) will be sent to the e-mail address specified during the booking stage.

Procedure for issuing a refund of an electronic ticket for water transport

1. Returns/refunds of tickets for waterborne modes of transport are made in the User’s personal account.

2. To make or claim a ticket return or refund for water transport, passengers must:

select the order for which a return/refund is required in their personal account;
select the passenger(s) for whom a return/refund is required;
make a refund or submit a request for a refund.

3. Refunds/returns are made automatically by the Service. If the service has been cancelled by the Carrier, it is necessary to make a claim for a return/refund with the Operator’s Technical Support Service.

4. The funds are returned to the bank card from which the payment was made within the time limits set by the issuing bank.

5. If there is no technical possibility to return or refund the ticket, passengers should send a claim to the e-mail address ticket@rzd.ru.

Rules for claiming refunds of electronic tickets for water transport

1. The procedure for returning and claiming refunds for tickets for travel by sea transport is governed by the provisions of Federal Law No 81-FZ Merchant Shipping Code of the Russian Federation dated 30 April 1999 and the Rules for the Carriage of Passengers by Sea as approved by Order No. 190 issued by the Ministry of Transport of Russia on 17 June 2015.

The passenger has the right to cancel the contract for the carriage of passengers by sea before the vessel’s departure, as well as after the commencement of the voyage, at any port (terminal) at which the vessel will call for the boarding or disembarkation of passengers.

In the event that the passenger cancels the contract for the carriage of passengers by sea no later than 24 hours before the vessel’s departure, or did not appear before the vessel’s departure due to illness, or cancels the contract for the carriage of passengers by sea before the vessel’s departure due to illness or for reasons caused by the carrier, the passenger is refunded all fares and baggage fees.

The Carrier has the right to refuse to fulfil the contract of carriage of a passenger by sea in the event of a number of circumstances provided for under current legislation. If the Carrier refuses to fulfil the contract of carriage of a passenger by sea before the vessel’s departure, the passenger shall be refunded the entire payment for the carriage of the passenger and the payment for the carriage of baggage, or if this occurs after the commencement of the voyage, a pro rata amount proportional to the distance for which the carriage was not carried out.

2. The return and refund of the purchased ticket is carried out in accordance with the Rules for the Carriage of Passengers and their Baggage on Inland Water Transport as approved by Order No. 140 “On the Approval of the Rules for the Carriage of Passengers and their Baggage on Inland Water Transport” issued by the Ministry of Transport of the Russian Federation on 5 May 2012.

The procedure for returning and refunding tickets in the event of a passenger’s refusal to take up the service on their own initiative, due to the passenger’s illness or other circumstances beyond the passenger’s control:

The passenger has the right to withdraw from the transportation and return the purchased ticket.
The passenger notifies declares the Carrier or its authorised representative about their withdrawal from the Passenger Transportation Agreement.
The Carrier refunds the cost of the transportation at the ticket sales points.
The fare shall be refunded to the passenger on the basis of unused tickets and other transportation documents upon presentation of an identity document, or to an authorised representative upon presentation of an identity document and documents confirming the right to take receipt of the fare. In cases where the refund is related to the passenger’s illness, a medical document confirming the passenger’s illness must also be presented.

The fare and baggage fee shall be refunded in full or in part within the following timeframes:

in the event of illness confirmed by documents from a medical institution, the fare and baggage fee shall be refunded in full within three days from the end of the period of the passenger’s illness as specified in the document issued by the medical institution;
due to force majeure, that is extraordinary and unavoidable circumstances under the given conditions and as confirmed by the relevant documents from the competent authorities, the fare and baggage fee shall be refunded in full within three days from the end of the force majeure circumstances;
if the passenger is late for the vessel, the ticket will be accepted no later than three hours after the departure of the vessel and one hour after the departure of a high-speed vessel on its voyage. In this case, the passenger will be refunded half of the fare and baggage fee.

3. Returns/refunds of booked tickets issued by international Carriers is made in accordance with the respective Carrier’s rules governing the application of fares.

4. Service and other fees for issuing tickets for water modes of transport are not refundable upon ticket returns.

5. When returning tickets and claiming refunds for water transport due to illness, passengers should:

contact the Operator’s Customer Support Service to obtain a claim refund form;
fill out a claim for a refund (providing if necessary a document in support of the passenger’s illness) and send it to the e-mail address ticket@rzd.ru.

6. Claims are considered within 10 working days from the date of their receipt.

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