1. Definitions
1.1. Agreement: this User Agreement.
1.2. Theatre: State Academic Mariinsky Theatre State Federal Budgetary Cultural Organisation, Primorsky Stage.
1.3. Website: website of the Primorsky Stage of the Mariinsky Theatre.
1.4. Mobile app: the official application of the Theatre for mobile devices.
1.5. Theatre box office: box office of the Primorsky Stage of the Mariinsky Theatre for ticket sales.
1.6. Customer: a person using the Website/Mobile app to obtain information and purchase Tickets.
1.7. Payment system: a special-purpose system that accepts payments from Customers making purchases through the Theatre Website or the official mobile application of the Theatre. (Assist or Best2Pay).
1.8. Bank cards: MIR, Visa and Mastercard payment cards, as well as Visa Electron and Maestro cards, which are accepted for payments on the Internet (please contact the issuer bank to make sure whether your card can be used for such payments).
1.9. E-money: electronic payment systems, such as WebMoney, Yandex.Money, E-port.
1.10. Payment instrument: Bank cards or E-money.
1.11. Cart: a page on the Website or a section of the Mobile app where the selected tickets are placed before forming the Order.
1.12. Payment: transfer of funds to the theatre account using the Payment instrument.
1.13. Performance: any performance or concert held by the Theatre.
1.14. Ticket: a document entitling its holder to attend the Performance.
1.15. Order: a request for the purchase of Tickets, duly completed on the Website or in the Mobile App.
1.16. Recipient: the Customer who made the Payment, or their authorized representative.
1.17. Subscription: a document entitling its holder to attend several Performances.
2. Subject of the Agreement
2.1. The Agreement establishes the rules of the Customer’s receiving information and making purchases on the Website and in the Mobile App.
2.2. The Agreement comes into force upon the user registration on the Website or in the Mobile Application.
2.3. The Agreement is a legally binding contract between the Customer and the Theatre, regulating the Customer’s use of the Website and the Mobile App.
2.4. The Theatre may introduce amendments into Agreement without further notice. The text of the current Agreement is always available at: https://prim.mariinsky.ru/en/visit/rules/agreement/.
2.5. The rules pertaining to the sale and return of Tickets shall also apply to the sale and return of Subscriptions, unless otherwise established by this User Agreement.
2.6. When the Agreement comes into force in the manner prescribed by paragraph 2.2 of the Agreement, the Customer undertakes to fully comply with the Audience Policies of the State Academic Mariinsky Theatre State Federal Budgetary Cultural Organisation, Primorsky Stage (hereinafter, the Audience Policies). The full text of the Audience Policies is available at: https://prim.mariinsky.ru/en/visit/rules.
3. Rights and Duties of the Customer
3.1. To use the Website or the Mobile App, the Customer shall register by filling out the registration form.
3.2. The Customer shall provide a valid email address for registration.
3.3. Upon completion of the registration, the Customer receives a username and password to access the Website or the Mobile App. The Customer is fully responsible for the security of their username and password, as well as for all actions performed on the Website in the Mobile App under this username and password.
3.4. The Customer shall to immediately notify the Theatre of any unauthorized (not authorized by the Customer) access using the Customer’s username and password.
3.5. The Customer can select seats for the Performance of interest from those offered for sale on the Website or in the Mobile App and purchase them using the Payment Instrument.
3.6. To purchase tickets, the Customer shall add the selected seats to the Cart. Seats will be automatically removed from the Cart in 5 (five) minutes.
3.7. At any specific time, the Customer may have only 20 (twenty) unpaid Tickets in the Cart.
3.8. When the Tickets will be received by an authorized person, the Customer shall indicate the last name, first name and patronymic of the Recipient when placing the Order, to start the Payment procedure.
3.9. The Customer shall make Payments only using their own Payment Instrument.
3.10. In order to verify the holder’s identity and their authority to use the Bank Card in accordance with the international payment systems rules, the Customer shall, if so requested by a Theatre official, provide (by e-mail) a copy of two pages of the passport of the Bank Card owner (the spread with the photo) and a copy of both sides of the Bank Card (with the card number covered, except for the last four digits).
3.11. The Customer may refund the Payment taking into account the actual expenses incurred by the Theatre in accordance with paragraph 5 of the Agreement.
3.12. The Customer may refund the Payment in full within the timeframes set by the Theatre, in the event of cancellation or replacement of the Performance.
3.13. The Customer shall not reproduce, repeat, copy, resell, post on other websites, or use for commercial or advertising purposes any information obtained from the Website/Mobile App, including any information about the Tickets offered on the Website or in the Mobile App and the Ticket prices listed on the Website or in the Mobile App.
3.14. The Customer may refuse to receive informational and advertising messages from the Theatre upon registration on the Website or in the Mobile App, or subsequently, introducing the appropriate changes to the settings.
3.15. Should any issues arise during the Tickets purchase, the Customer may contact the Theatre by phone at +7-423-240-60-60 or by email at tickets-prim@mariinsky.ru. Ticket purchase orders and Payment refund requests cannot be processed over the telephone.
3.16. A ticket that has been altered in any way (including concealing any information) is considered invalid. The Administration reserves the right to refuse admission to the Theatre without refunding the cost of the Ticket. This rule also applies to electronic tickets.
3.17. Customers, including foreign persons or stateless persons, refusing to attend a Performance for any reasons not related to the actions of the Theatre, do not have a right for refund of the cost of their tickets.
3.18. The Theatre may establish special conditions for the purchase of tickets and/or subscriptions (including benefits and discounts) for Performances within the framework of special programs and promotions without the refund option.
3.19. The Theatre may sell tickets and/or subscriptions for Performances requiring presentation of ID documents of Customers, including ID documents of foreign citizens or stateless persons (hereinafter referred to as a personalized ticket, personalized subscription).
4. Rights and Duties of the Theatre
4.1. The Theatre shall use any information received from the Customer only for organizing the functionality of the Website/Mobile App, or for communication with the Customer. The Theatre may disclose Customer information in accordance with the reasonable and applicable requirements of the legislation of the Russian Federation, which shall not be considered a default of the Theatre’s obligations.
4.2. The Theatre shall indicate prices of all seats on its Website or in its Mobile app.
4.3. In case of an erroneous Ticket price, the Theatre shall inform the Customer about this at first opportunity, requesting them to reissue the Order at a new price or to cancel the Order. If the Order has been paid, the Theatre shall refund the Payment.
4.4. The Theatre has the right to change the price of Tickets offered on the Website or in the Mobile App at its sole discretion, provided that the price of the Tickets already paid by Customers shall remain unchanged.
4.5. The Theatre has the right, if there is no confirmation of a successful Payment, to cancel the Order 10 minutes after its placement. If confirmation of a successful Payment is received after this period, the Theatre may, at its own discretion, choose to restore the Order or to refund the Payment.
4.6. To avoid unauthorized use of the Payment instruments, all Orders placed on the Website or in the Mobile App are checked manually by the Theatre.
4.7. The Theatre may cancel the Order if the Customer fails to provide the documents listed in paragraph 3.8 or if there are doubts about their authenticity. The cost of the Order shall then be returned to the Bank Card used to make the Payment.
4.8. In the event of a performance being cancelled, the Theatre shall inform the Customer of any changes in the repertoire on the official website and in the Mobile App and send a request for a refund to the Theatre’s bank. The Customer shall not be required to file any refund applications. The time it takes to credit the funds to the Customer’s payment instrument depends on the interaction between the payment system and the Customer’s bank.
4.9. In the event of a performance being replaced and tickets being subject to return, the Theatre shall act in accordance with paragraph 4.8 of the Agreement.
4.10. The Theatre reserves the right to restrict the Customer from using the Website/Mobile App in the event of a breach of any provisions of the Agreement, or when the Customer misuses the Website/Mobile App or the information posted on the Website or in the Mobile App.
4.11. The Theatre may send informational messages to Customers concerning the functioning of the Website/Mobile App, Payments and Customer Orders.
4.12. The Theatre may send promotional messages concerning the activities of the Theatre to the Customers who agreed to receive such messages upon registration, or subsequently subscribed to those messages on the Website or in the Mobile App.
4.13. The Theatre may terminate the Website/Mobile App in whole or in part without prior notice at any time. The Theatre shall not be liable for any suspension or permanent termination of the operation of the Website/Mobile App.
4.14. The Theatre reserves the right to change the cast of the Theatre’s performances without prior notice. Changes of cast shall not constitute grounds for ticket refund.
5. Rules for the refund of the amount paid by the Customer for electronic tickets and for tickets in accountable form
5.1. The Customer has the right to refuse to perform the contract for the provision of services (return the purchased tickets to the Theatre) in the manner prescribed by the current legislation of the Russian Federation and this Agreement, subject to payment to the Theatre of the actual expenses incurred by it in connection with the performance of obligations under this Agreement.
5.2. If the Customer refuses to perform the contract for the provision of services (return the purchased tickets to the Theatre), the refund of the amount paid by the Customer for electronic tickets shall be made subject to the payment by the Customer of the actual expenses incurred by the Theatre, including:
– bank commission for the transfer of money for each purchased ticket from electronic wallets, in the following amount: Yandex money – 4.5%, QIWI wallet – 4%, WebMoney – 6%;
– the Bank’s expenses incurred in the process of acceptance of payments for the services rendered by the Theatre using bank cards, according to the Bank's tariffs.
The sums will be refunded to the Customer’s payment instrument used to purchase tickets on the Website or in the Mobile App of the Theatre.
5.3. In case of cancellation, replacement or postponement of a performance by the Theatre, the Customer has the right to refuse to fulfill the contract for the provision of services (return the purchased tickets to the Theatre) and demand a refund of the full amount of money paid by the Customer, as indicated on the ticket. In this case, tickets purchased for a postponed or replaced performance shall be valid for the newly announced performance.
5.4. To return electronic tickets, the Customer shall e-mail to the Theatre a scanned copy of the signed application in the established standard form at tickets-prim@mariinsky.ru, attaching a scanned copy of their ID document (passport).
5.5. The refund of the amount paid by the Customer for electronic tickets shall be made using the Payment Method on the Website or in the Mobile App.
5.6. To obtain a refund of the amount paid by the Customer for tickets in accountable form, the Customer shall, upon presentation of an ID document (passport), submit to the box office of the Theatre a signed application of the established form with the ticket attached to it.
5.7. The refund of the amount paid by the Customer for tickets in accountable form shall be as follows: the refund sums for the returned tickets in accountable form shall be issued at the box office located at the address: 20 Fastovskaya Street, Vladivostok; the box office is open daily from 11:00 to 18:00.
5.8. The refund of the amount paid by the Customer shall be made within 10 days after the date of the Customer filing an appropriate written application.
5.9. In the event of the Customer’s refusal to attend the Performance due to documented circumstances related to the Customer’s illness or death of a person who was a member of their family or their close relative in accordance with the Family Code of the Russian Federation, the cost of tickets will be refunded in full.
5.10. In the event of the Customer’s refusal to attend the Performance for reasons not mentioned in clause 5.9 of these Regulations, the refund sums shall be set as follows:
– If cancellation takes place no later than ten days before the day of the Performance, the Customer shall be refunded 100% of the price of the Ticket or Subscription;
– If cancellation takes place less than ten days, but no later than five days before the day of the Performance, the Customer shall be refunded at least 50% of the price of the Ticket or Subscription;
– If cancellation takes place less than five days, but no later than three days before the day of the Performance, the Customer shall be refunded at least 30% of the price of the Ticket or Subscription.
In the event of the Customer's refusal to attend a Performance held by the Theatre for reasons not specified in clause 5.9 of these Regulations, less than three days before the day of the Performance, the Theatre has the right not to refund the cost of the Ticket or Subscription to the Customer.
For subscriptions to Performances held by the Theatre, the day of the Performance shall be the day of the first Performance provided for by the subscription. After the end of the day of the first Performance provided for by the Subscription, the Customer has no right to a refund of the cost of this Subscription.
5.11. Any Tickets and Subscriptions (except for personalized tickets and personalized subscriptions) sold by the Theatre within the framework of special programs and promotions where tickets and subscriptions are sold under special conditions (including benefits and discounts) shall not be accepted for refund by the decision of the Theatre.
5.12. When the Customer returns a ticket or subscription, the Theatre has the right to offer them to attend this Performance at another time or to attend another Performance held by the Theatre, or to refund the cost of the ticket or subscription. The refund of the cost of the ticket or subscription to the Customer is carried out by the Theatre or the authorized person from whom the ticket or subscription was purchased, if the authorized person’s agreement with the Theatre imposes on this authorized person the obligation to refund the cost of the ticket or subscription.
6. Miscellaneous
6.1. All text information and graphic images located on the Website or in the Mobile App shall be the property of the Theatre.
6.2. The Customer uses the Website/Mobile App and their functionality at their own risk. The Website/Mobile App is provided to the Customer “as is”. The Theatre assumes no liability concerning the compliance of the Website/Mobile App with the purposes and expectations of the Customer.
6.3. The Theatre does not guarantee that the Website/Mobile App will meet the Customer’s requirements, and that the Website/Mobile App will function quickly, reliably and without errors or glitches.
6.4. The Theatre shall not be liable for any direct or indirect losses incurred due to the use or inability to use the Website/Mobile App, and due to any unauthorized access to the Website/Mobile App.
6.5. The Theatre shall not be liable for the timing of Payments by the Payment System, banks and other entities, including, without limitation, returning the Customer Payments.
6.6. Under all circumstances, the Theatre’s liability to the Customer shall be limited to the cost of the Tickets purchased by the Customer.
6.7. The Theatre’s failure to act in the event of a breach of the Agreement by the Customer shall not constitute the Theatre’s waiver of the right to take appropriate actions to protect its interests later, or to take appropriate actions in the event of subsequent similar breaches.
6.8. In any cases not mentioned in the Agreement, the relations between the Theatre and the Customer shall be governed by the legislation of the Russian Federation.
6.9. In the event of disagreements and disputes regarding the Agreement and its scope, the Theatre and the Customer will make every possible effort to resolve them through negotiations. Failing such negotiations, the disputes shall be resolved in accordance with the statutory provisions of the Russian law.
6.10. Any part of this Agreement being found invalid or unenforceable shall not render invalid or unenforceable any other provisions of the Agreement.
7. Personal Data Processing
7.1. In accordance with the provisions of Federal Law of July 27, 2006 No. 152-FZ “On Personal Data”, the visitor acknowledges and agrees that from the moment of registration of the visitor on the Website or in the Mobile App or contacting the Theatre box office, the visitor gives his or her full and informed consent to provide the Theatre with his or her personal data, as well as with personal data of any third parties disclosed by the visitor to the Theatre during the order placement, purchasing a ticket, or visiting a performance, namely: last name, first name, patronymic, gender, contact phone number, city, date of birth (or age) and contact email address, details of the ID document.
7.2. The Theatre may use the provided personal data for an unlimited period of time.
7.3. Personal data is processed in accordance with the Federal Law of July 27, 2006 No. 152-FZ “On Personal Data”, which includes collection, systematization, accumulation, storage, clarification (updating, modification), sorting, use, depersonalization, blocking, destruction. The Theatre processes personal data using automation tools, based on the Policy of the State Academic Mariinsky Theatre State Federal Budgetary Cultural Organisation regarding the processing of personal data.
7.4. The visitor hereby gives his or her full consent to the Theatre to grant the right to transfer and process his or her personal data to third parties for the purpose of using them when the Theatre provides services to the visitor, as well as for other purposes. At the request of the visitor, the Theatre shall provide information on the transfer of their personal data in accordance with this clause to third parties.
