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Terms and Conditions

Who you are buying from?

russianrailways.org (referred to as “we”, “us”, “our”, legally called From Russia With Love, LLC is a ticketing agency, registered in Saint Kitts and Nevis corporate registry with registered office at Liverpool Row, Basseterre, Saint Kitts and Nevis).
We act as ticketing agency; we do not own or operate any trains or railway stations. We issue electronic tickets in names of passengers and deliver them electronically. 
We place the public offer on the conclusion of the contract for the purchase of tickets for the client on its own behalf, but at the expense of the client, for a fee. In turn, the client undertakes to reimburse Russia with Love LLC for full expenses incurred.

Issuance of tickets

If there are 90 days until your journey or less, we issue the tickets within 24 hours of booking. If there are more than 90 days until your journey, we will issue the tickets 90 days before departure date.

Cancellations and refunds

You can purchase tickets at two fares - Flexible and Standard. They differ in terms and prices of modification and cancellation of purchased tickets:
Flexible fare: First modification - FREE. Every modification after first is also free, as long as flexible fare tickets are changed also to flexible fare tickets. In case of exchange for standard fare tickets - any further modifications are at the standard fare. Modification is subject to availability. Price difference must be paid on every modification (if new tickets are more expensive). Price difference is not refunded on any modification (if new tickets are less expensive). Ticket cancellation fee - 18 eur per ticket per segment.
Standard fare: Every modification - 43 eur per ticket per segment. Modification is subject to availability. Price difference must be paid on every modification (if new tickets are more expensive). Price difference is not refunded on any modification (if new tickets are less expensive). Ticket cancellation fee - 43 eur per ticket per segment.
In order to get a refund, the ticket must be cancelled through our website. If you cancel your ticket at the train station, we won’t be able to issue the refund. You must request refund online no later than 72 hours before train departure. We won’t be able to issue the refund after that period. Non-refundable tickets cannot be refunded.
The possible difference in fares between original and new ticket must be paid. No refund is provided in case the new ticket is cheaper than the actual one. You must request ticket modification no later than 72 hours before train departure. We won’t be able to modify your ticket after that period. Please, note that the modification can take upto 24 hours. Non-refundable tickets cannot be modified.
Paper tickets can be cancelled or modified only before they are issued and sent to client's address (status "Shipped out"). After paper tickets are issued and sent to the client's address tickets can not be cancelled or modified in any case. The only way to cancel or modify paper tickets is to come at the box office at the railway station in person before the departure of the train, presenting valid passport or photo ID of the passenger, mentioned in the tickets. We are not responsible for cancellations at the box office on the railway stations and do not provide refunds for paper tickets, returned to the box office at the station. 
Also, when canceling tickets at the initiative of the client, the amount of fees and taxes paid will not be refunded and will be withheld in addition to the cost of the cancellation fee.
Visa Support Invitation Letter can not be refunded in any case after Invitation Letter is issued and sent to client.  
The website’s base currency is the Russian ruble. If between the moment of payment of the order by the client and the moment of cancellation of the order, events occurred that caused a significant change (10% or more) of exchange rates, the amount of money to be returned can be recalculated at the current rate.

Refunds for missed trains

Unfortunately, at no circumstances refunds or modifications of tickets for missed trains can be provided. We are not responsible nor liable for such situations, no matter what was the reason to miss the train. This includes but is not limited to arrival to a wrong rail station of wrong platform, lack of valid travel documents for the journey.

Booking without passport details

If you do not have your passport details at the time of booking, you can make reservation without providing travelers’ details in case your train departs in more that 90 days. In this case your details must be provided at least 90 days before the train departure

Claims

In an unlikely case of customer dissatisfaction, claims must be submitted via contact form. Claims must be submitted no later than 14 days from the date of travel. The evidence to support the claim must be provided.

Limits of responsibility

It is the responsibility of the Client to become informed about the most current travel advisories and warnings by referring to the appropriate travel advisories issued by their country.

We are a ticketing agency and our service is to book tickets precisely according to your instruction. Depending to the route we will issue electronic or paper tickets in names of passengers and send them to email address or postal address that you provide at reservation. 

We do not own or operate any trains, stations and wagons, we do not train the personnel of trains and stations and we cannot control the quality of the services provided by the carrier and in this regard, we cannot be directly responsible for the activities of the staff of trains and stations, the quality of cars, seats, shelves, bunks, benches, bathrooms, toilets, compartments, decoration and additional services, such as linen, food, the presence or absence of electrical outlets, lighting, air conditioning, the cleanliness of the toilets, etc.

Our responsibility to you is to issue tickets of the corresponding class on time in the specified name(s).

All information regarding the appearance and quality of the wagons, the additional services provided, routes, stopovers and train schedules is provided by the carrier. All photos are provided by the carrier and are for illustrative purposes only. We warn all customers that the actual appearance of the wagons may differ from that indicated on the site.

If there are complaints related not to the issuance of tickets, but directly to the transportation, the quality of the wagons, the work of the staff or any other similar inconvenience, please forward your claims directly to the carrier. At your request, we can forward your claim to the carrier, but we can not guarantee the terms or results of the consideration of your claim by the carrier.

We are not responsible for any injury, loss, death, inconvenience, delay, or damage to personal property in connection with the provision of any services, whether resulting from, but not limited to, acts of God or force majeure, illness, disease, acts of war, civil unrest, insurrection or revolt, animals, strikes or other labor activities, criminal or terrorist activities of any kind, overbooking or downgrading of services, food poisoning, mechanical or other failure of train or other means of transportation, or for failure of any transportation mechanism to arrive or depart on time. 

We are not responsible for delays, changes, or cancellation costs resulting from incorrect, incomplete, or expired traveler documents.

Clients specifically release Company from any and all claims for loss or damage to baggage or property, or from personal injuries or death, or from loss or delay, arising out of the acts, omissions, or negligence of rail carriers.