Terms & Conditions
Your booking is made subject to the following terms and conditions:
General
These terms and conditions, together with any other written information brought to your attention before we confirm your booking, shall form the basis of your contract with LLC “MIK” (a company incorporated in Russia, No: 7838038421, Hermitager is LLC’s commercial brand name) being ‘us’, ‘we’ or the ‘Company’ in respect of the relevant tour or other holiday experience (together referred to in these terms and conditions as ‘tours’) to be provided by the Company. Please read these terms and conditions carefully and contact us if you have any queries.
Within these conditions, ‘you’ and ‘your’ means all persons named on the booking. By making a booking, the ‘lead passenger’ specified in the booking will be deemed to have accepted these conditions on behalf of all passengers named within the booking. For the avoidance of doubt, ‘written’ or ‘in writing’ shall, where used in these terms and conditions, include email.
We endeavour to ensure that the information and prices in our brochures and on our website are accurate; however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You should check the current price and all other details relating to the arrangements that you wish to book before your booking request is made. All tours are sold subject to availability.
Booking Process & Payment
Bookings can be made via our website at hermitage.com, by telephone or by contacting us by email at mail@hermitager.com
Your booking is not confirmed until we have issued your booking confirmation and received a payment from you. At that point a binding contract will be entered into between us. For scheduled tours (being single day tours, or tours of more than one day, with a specific itinerary, which are available for booking on scheduled dates from scheduled departure points), full payment will be required within 2 hours after receiving a payment link from us and (unless otherwise agreed), a booking confirmation will only be issued once we have received full payment from you. Purchases made via credit/debit card will go through 3D Secure. We cannot be held responsible if any tour in which you are interested becomes fully booked or otherwise unavailable prior to full payment being received from you.
Prices
Please note that all prices for the services provided by LLC “MIK” and its sub-brands are in Euro. As a local operator, we cannot be responsible for currency fluctuations and or additional fees outside its control that may be applied such as bank transfer fees, credit card fees and etc.
All charges are made in Euro. On hermitager.com you can view an estimate of prices in USD, EUR, RUB. This is only to help you understand the approximate price. Your credit card will always be charged in EUR. We also refund in EUR. Since we don’t charge any booking or transaction fees we can not be held liable for any loss due to fluctuations in currency exchange rates during transactions, nor any third party transaction fees that may occur at the time of payment and/or refund. Keep in mind that your card issuer may charge you a foreign transaction fee.
All prices shown on our (mobile) website are based on current prices. All prices mentioned on our (mobile) website include value-added tax. We reserve the right to alter or change already published prices on the website without prior notice in the event of currency fluctuation, government taxes, or any such costs increases that are outside our control. Prices are guaranteed against any surcharge after an invoice has been issued, unless the increase is due to government laws or currency changes and amounts to 5% of the tour price or more. The amounts that exceed 5% will be charged and clients will be entitled to cancel their booking with a full refund if the surcharge exceeds 10%. Any increase due to changes in government laws, i.e. tax changes will be added to the invoice.
Best price guarantee
We guarantee that you always get the lowest price when you reserve a tour through our direct channels. or we‘ll match the lower price! It’s easy to apply for the Best Price Guarantee on hermitage.com
Here‘s how it works:
- Make a confirmed reservation through one of our direct channels (hermitager.com).
- If in the following 24 hours you find a lower online rate for an equivalent offer on another website (same tour, same date, same departure time etc.) send us a mail through our Customer Care Team, attaching the required supporting documents to request application of the best price guarantee. Please note that holiday pricing and special offers and promotions do not fall under the best price guarantee. For the best price guarantee to be applicable the other offer has to be for the same tour, same date, same departure time and have the same inclusions, cancellation policy and conditions.
- One of our agents will then check that the lower rate on the other website complies with the Terms & Conditions of the Best Price Guarantee according to the rate and conditions you provide. If the rate mentioned meets the necessary Terms & Conditions, we will process a refund for the price difference and send you an email confirmation once processed.
- If the rate mentioned does not meet the necessary Terms & Conditions, we will send you an email response justifying our answer.
Meeting us on location
Please read the tour description of your tour very carefully to see if meeting us on location is possible for the activity in question.
You as the traveler are responsible for arriving at the meeting point in time for your tour. This includes being ready at the correct time at the correct location in time for your tour. We will provide you with information about the meeting point for your tour on your voucher which is provided upon booking. If you are unsure when to arrive for your scheduled tour then please contact our Customer Care Team.
5.3. Please note that if you do not arrive in time for your tour and/or are late to the meeting point of the tour, that is to say, you do not arrive to the correct meeting point at the correct time for your adventure tour then you are not entitled to a refund of the price paid for the services.
Tailor Made Tours
In addition to scheduled tours, tours which are tailored to your/your party’s requirements may also be made available. These may include various elements such as transport, accommodation, meals, car/bus hire, entrance to attractions, guided tours and/or other value added services (together “Tailor Made Tours”).
If you wish to make a Tailor Made Tour (which includes the booking of a scheduled tour for 10 or more individuals) then please contact us to discuss your requirements further. Tailor Made Tours are generally sold through our associated business, KRAKOS-MP LLC (No. 7811528348) (the “KRAKOS-MP”). We reserve the right to direct any enquiry made in respect of Tailor Made Tours to the KRAKOS-MP, which will then be subject to the KRAKOS-MP’s separate terms and conditions of booking, which can be accessed here .
In the event that we offer any Tailor Made Tours through the Company from time to time then the relevant provisions of these terms and conditions shall apply. If we quote a price for a Tailor Made Tour which is based upon a specified number of individuals then, in the event of the size of the group increasing or decreasing in size, we may alter our quoted price accordingly to reflect the revised numbers.
Any changes made following the issue of your booking confirmation may be subject to an administration fee, which is at the discretion of the Company. The fee is typically 10% of the total cost of the tour, up to a maximum of 200 EUR, and may be subject to any costs or charges incurred or imposed by any of our suppliers.
Where a booking is made more than 3 months prior to the date of the tour, a 20% deposit will be required to secure the booking. Where a tour is to take place within 3 months, full payment will be required at the time of booking.
Changes by Us
While the Company shall do everything reasonably possible to provide your tour itinerary and/or services as planned, the Company reserves the right to alter itineraries. The majority of any such alterations will be minor and we will try to advise you of them at the earliest possible date.
In the unlikely event, however, that we are required to significantly alter a material part of your tour, we will notify you of this as quickly as possible in order to enable you to decide how you wish to proceed. In such event you will be entitled:-
i. to take an alternative tour of equivalent or superior quality, if we are able to offer that, or
ii. to take a substitute tour of lower quality if we are able to offer that (in which event the difference in price between the original and the substitute tour will be refunded to you); or
iii. to cancel your booking and obtain a full refund of all monies paid by you.
Please be aware that the nature of travel involves risks and unpredictable weather and road conditions and we cannot, therefore, guarantee any departure or arrival times at any particular points of a tour itinerary.
Changes by You
If you wish to change any part of your confirmed booking, you should inform us in writing as soon as possible. This should be done by the lead passenger named on the booking. Whilst we will do our best to assist you, we cannot guarantee that we will be able to meet your request.
Where we can meet a change request made by you, any changes made may be subject to an administration fee (as advised by the Company – see above regarding Tailor Made Tours). In addition, you may also be required to meet any extra costs incurred by us (and any costs or charges incurred or imposed by any of our suppliers) in making the requested change. Where we are unable to meet your change request and you no longer wish to travel on the basis of the original booking, this will be treated as a cancellation of your booking and cancellation charges may be payable by you, as outlined in these terms.
If, once your booking is confirmed, you are unable to travel for any reason then we will allow you to transfer your booking to someone else (introduced by you, and who satisfies all of the conditions applicable to the booking) provided that:-
i. we are notified of this in writing at least 7 days prior to departure;
ii. an administration fee per person transferring (as advised by the Company) is paid;
iii. you and/or the transferee make payment of any costs and charges incurred by us and/or imposed by our providers or other suppliers, and
iv. the transferee agrees to these conditions and all other terms of the contract between us.
For the avoidance of doubt, no transfer requests or changes will be finally confirmed until full payment of all applicable charges referred to above have been received by the Company.
Cancellation by Us
We will only cancel tours due to unavoidable and extraordinary circumstances which are outwith our control or which might jeopardise your safety. If we cancel your tour then we will notify you as soon as possible and we will always refund you, in full, for all sums paid by you. LLC “MIK” may offer to change to an equivalent tour without additional payment. LLC “MIK” will notify clients at least 24 hours before the tour date. If we offered the traveler an equivalent tour to replace the failed tour and the traveler agrees to these terms, the parties simply conclude an additional agreement. If the customer is against replacing the tour, LLC “MIK” must return the money within 90 calendar days from the date of the tourist’s cancellation request.
Cancellation by You
If you wish to cancel your booking after our booking confirmation has been issued, you should inform us in writing as soon as possible – the effective date of cancellation will be the date upon which we receive such written notification.
All cancellation fees held by us are only intended to cover our direct cost of amending and/or canceling your reservation. By accessing, browsing, using and/or completing a reservation through our (mobile) website you acknowledge and agree to have read, understood and agreed to be legally bound to the cancellation policy as set out below. No contract between the customer and Company shall come into existence until Company receives full payment and issues a confirmation invoice. The customer making the booking accepts these conditions on behalf of all members of their travel party and is responsible for payment due from the party in entirety.
All communications relating to these terms and conditions (in particular any requests to cancel or amend your tour arrangements) must be from the lead traveler of each reservation and processed via e-mail or WhatsApp. All cancellations must be delivered in writing and sent by the lead traveler. Once delivered the amendment and/or cancellation needs to be confirmed by Company before further action can be taken. If reimbursement is in order, then it shall be made in accordance with all procedures and processed as quickly as possible, and the stipulated amount will be transferred to the same bank card that was used upon booking OR bank account under the name of the lead traveler (SEPA transfer, SWIFT transfer). We reserve the right to choose the method of transferring money to client’s account. Please note that we can not be responsible for delays of the delivery of the reimbursement to your account once it has been processed on our end.
Changing the number of people in a booking to a smaller number is considered cancellation for the change in number of participants. Such cancellations are subject to cancellation fees as per the below.
In the event of cancellation by you, cancellation charges may be payable, as set out below.
One Day Tours, Half-Day Tours, and City Tours, Tickets:
For one day tours, half-day tours, tickets and city tours (being single day tours with a specific itinerary, which are available for booking on scheduled dates from scheduled departure points, together “sightseeing tours”), the following cancellation charges shall apply (depending on the effective date of cancellation, from the time when written notification of the cancellation is received):
a. cancellation more than 72 hours before the tour departure/ticket date: 30% of the tour/ticket price;
b. cancellation less than 48 hours before the tour departure/ticket date: 50% of the tour/ticket price;
c. cancellation less than 24 hours before the tour departure/ticket date: 100% of the tour/ticket price;
d. in the event of a ‘no show’ you will be charged 100% of the tour price.
We start to incur costs from the time the contract is confirmed.
Missed Departures
You are responsible for ensuring that you have all necessary passports, visas and other travel documents and that you are at the correct departure point at the correct time. We cannot accept any responsibility for your failure to do so, nor any costs or expenses incurred as a result of you failing to do so (which will be treated as a cancellation by you). No monies will be refunded for any missed departures or unused services.
Refusal of Travel
The Company reserves the right to refuse to carry any person whose conduct or manner is likely to cause offence or upset to other passengers. The Company also reserves the right to refuse travel to any person who is experiencing medical symptoms likely to cause ill health to others. It is therefore vital that you ensure that you are fit to travel on the departure date.
In either of the cases mentioned above, full cancellation charges shall be applied by the Company and the Company shall have no further liability to that passenger or to any person travelling with them.
Our Liability and Actions of Suppliers
The Company may share your personal information with other carriers insofar as necessary to enable products and services to be provided. Further details of this can be found in the Company’s privacy policy available here.
If we are found liable to pay you compensation, then (subject to the following paragraphs) the maximum amount which we will be liable to pay to you in respect of any claim shall be limited to two times the price paid to the Company for your booking, in total. This limitation shall not apply to any claims relating to death or personal injury or fraud or negligence (or any other type of claim that cannot be excluded or limited at law). You must notify us of any potential claims under this provision at the earliest opportunity.
The Company shall not be liable for unforeseeable or indirect losses . We will not be responsible for, nor will we be liable to pay compensation for, any loss, cost, damage or claim to the extent that it results from:-
i. any act and/or omission by you;
ii. the act or omission of any third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable;
iii. unusual or unforeseeable circumstances beyond our (or our suppliers’) control, the consequences of which could not have been avoided even if all due care had been taken; or
iv. any event which either we or our suppliers could not, even with all due care, have foreseen or forestalled.
The Company cannot assume responsibility for any costs incurred for any travel arrangements purchased separately from the Company.
Special Requests
Any special requests should be advised to us at the time of booking. Whilst we will try to accommodate your reasonable special requests, we cannot guarantee that they will be fulfilled and failure to meet any special request will not be a breach of contract on our part.
Disabilities and Medical Problems
We will try to accommodate disabilities and medical problems where we can but please be aware that many of our tours may not be suitable. If you or any member of your party has any disability or medical problem which may affect their ability to travel on our tour then please provide us with full details at the time of making your booking enquiry, so that we can advise you as to the suitability of your chosen arrangements. If we are not informed of any disabilities or medical problems in this way then we cannot be held responsible for any cost or inconvenience incurred if we are unable to accommodate you or any member of your party.
If, acting reasonably, we are unable to accommodate the needs of the person(s) concerned then we will not confirm your booking or (if you did not give us details of the disability or medical problem at the time of making the booking request) we shall be entitled to cancel your booking and to levy the relevant cancellation charges.
Children
We regret that we do not carry children under the age of 5 on our scheduled tours (which includes, one-day, half-day, city tours and extended tours). Passengers aged 5-15 years old need to be accompanied by an adult. Child prices will vary depending on, for example, the policies of museums. Please enquire about this at the time of making your booking enquiry.
Luggage
Luggage is not allowed on our tours.
Smoking
Smoking (including e-cigarettes) is not permitted on our tours.
Alcohol and drugs
We reserve the right to refuse participation to clients we believe are under the influence of alcohol or drugs, in such circumstances, no refund shall be given. Our guides reserve the right to refuse participation to any customer whose conduct or manner is likely to cause offense, upset or put other passengers in danger. In such cases, full cancellation charges apply.
Complaints
We actively welcome your feedback, both in respect of our own services. In the event that you have any complaint during the course of your tour then please bring this to the attention of your tour guide as soon as possible, and we will endeavour to resolve the matter to your satisfaction.
If your complaint is not resolved locally and you wish to complain further then please contact us at mail@hermitager.com providing all relevant information necessary to enable us to consider your complaint. We would request that any complaints be raised with us within 28 days of the end of your tour, as otherwise our ability to investigate the complaint properly may be affected.
Insurance
The Company strongly recommends that passengers arrange suitable travel, medical and cancellation insurance.
Data Protection
We take your privacy seriously and will always endeavour to process your personal information in accordance with applicable data protection laws. In order to process your booking and to ensure that your travel arrangements run smoothly, we will need to use the personal information which you provide to us (such as your name, address, contact details, any special requirements etc). Where you have consented, we may also use the information provided to keep in touch with you and to advise you of the Company’s products and services (including special offers) from time to time. We may also pass personal information on to third parties (such as accommodation providers or other suppliers relevant to your booking) where necessary and where appropriate measures are in place. We will not, however, pass your information on to anyone who is not involved in providing (or arranging the provision of) any product or service related to your booking.
Further details of how we process your personal information is set out in our Privacy Policy. Please click here to review our current Privacy and Cookies Policy, which can also be accessed
Website Links
Where our websites contain links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or of any information you may obtain from them. You must not establish any link to our websites unless we have given our express written approval of this.
Website and Media Content
You consent to us using images and videos of you taken during the tour for advertising and promotional purposes in any medium we choose. Our websites may include information and materials (including photographs) uploaded by other users of the websites, including to bulletin boards and chat rooms. This information and these materials have not been verified or approved by us. The views expressed by other users on our websites do not represent our views or values. If you wish to complain about information or materials uploaded by other users please contact us at mail@hermitager.com
Whenever you make use of a feature that allows you to upload content to our websites, or to make contact with other users of our websites, you must comply with the following content standards in respect of any and all material which you contribute to our websites (contributions), and to any interactive services associated with it. Contributions must (i) be accurate (where they state facts), (ii) be genuinely held (where they state opinions), and (iii) comply with applicable law in Russia and in any country from which they are posted. Contributions must not (i) contain any material which is defamatory of any person, (ii) contain any material which is obscene, offensive, hateful or inflammatory, (iii) promote sexually explicit material; (iv) promote violence or any illegal activity, (v) promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age, (vi) infringe any intellectual property rights of any other person, (vii) be likely to deceive any person or to misrepresent your identity or affiliation with any person, (viii) be threatening, abusive or invade another’s privacy, or be calculated or likely to harass, upset, embarrass, alarm or annoy any other person, (ix) give the impression that they emanate from us, if this is not the case.
You warrant that any such contribution shall comply with our content standards, and you will be liable to us and shall compensate us for any breach of that warranty. This means that you will be responsible for any loss or damage we suffer as a result of your breach of warranty and non-compliance with our content standards.
Any testimonials, photographs or content (which you upload to our websites or otherwise) will be considered non-confidential and non-proprietary (unless expressly stated by you in writing to mail@hermitager.com). You retain all of your ownership rights in your content, but you are required to grant us a licence to use, store and copy that content and to distribute and make it available to third parties. Uploading your content shall automatically grant us a perpetual, worldwide, royalty-free, non-exclusive licence to use, reproduce, distribute and display such content for such purposes as we may reasonably require including, without limitation, for use in our marketing materials and publicity.
We also have the right to disclose your identity to any third party who is claiming that any content posted or uploaded by you to our websites constitutes a violation of their intellectual property rights, or of their right to privacy.
We have the right to remove any posting you make or content you upload on our websites if, in our opinion, your post does not comply with the content standards set out above. We may also impose restrictions on the amount of content which can be uploaded at any time.
You are solely responsible for securing and backing up your content.
We are not responsible for viruses and you must not introduce them.
Promotional Codes
The Company (or third parties on our behalf) may from time to time issue promotional codes for use in booking our tours, which may provide a discount on the price of your booking. Promotional codes shall be valid only during the dates stated (and for the tours/departure points stated) and may only be valid for bookings made by you directly through our website and/or by phone. Promotional codes are not redeemable for cash and may be withdrawn by the Company at any time, in its discretion. Promotional codes may not be used in conjunction with any other offer. All tours are subject to availability.
Please note that special offers such as promotional codes cannot be applied to a reservation after a purchase has been made such as in the form of a refund. When offered, promotional codes and/or other special offers, must be entered into the relevant field located on the payment page upon check out at the time of booking in order to be valid and applied.
Force Majeure
Unless expressly stated otherwise in these terms and conditions, we will not have any liability to you if we are prevented from fulfilling our contractual obligations to you as a result of any event which is outwith our control (and/or outwith the control of the supplier or provider of the service in question). Such events may include (but are not limited to) war or threat of war; terrorist activity or the threat of terrorist activity; civil commotion or riot; any action taken by a governmental or public authority; industrial disputes; collapse of buildings, fire, explosion or accident; traffic or road conditions or road closures; technical or mechanical breakdown; adverse weather conditions; natural disasters and all similar events or circumstances.
Enforceability of Terms
If any provision of these terms and conditions is found to be illegal or unenforceable, that shall not affect the validity and enforceability of the remainder of these terms and conditions.
Governing Law and Jurisdiction
To the extent permitted by law, these terms and conditions shall be governed by and construed in accordance with Russian law and any matter or claim arising from them shall be dealt with only by the Russian courts. This does not affect your rights as a consumer to benefit from any mandatory provisions of the law of the country in which you are resident.
If you would like to bring a matter to our attention, please contact us by email at mail@hermitager.com