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What are the terms of your “Money Back Guarantee” policy?

May 1, 2019

This guarantee applies to all tours and evening activities except for those including: ballet performances or folk show performances. Tickets for these performances are purchased directly from approved vendors and are non-refundable. Since we do not have any role in the production of these shows, we are unable to guarantee their quality (but there haven’t been any issues to date).

If you are dissatisfied with any part of the tour services provided by ‘Experience Russia’, you must inform ‘Experience Russia’, or your tour guide immediately in order to be eligible for this “Money-back Guarantee”.

If the matter(s) that you are dissatisfied with cannot be resolved to your satisfaction before the tour has concluded and you would like to receive a refund, you should contact customer service at [email protected] within 30 days of the day in which your tour began with a written explanation of the reason(s) you are requesting a refund.

To prevent potential abuse of this policy, refunds will not be extended due to conditions outside of our control, these conditions include but are not limited to: weather conditions, traffic congestion, the number of people in museums, availability of exhibits on display, and the actions or disposition of the general public. Any necessary changes to the itinerary due to the conditions mentioned above are also not covered. Further, refunds will not be issued for errors made by guests at the time of booking or disagreements arising from other members of the tour group.

That being said, we will do our absolute best to ensure that your tour or evening activity is as safe, comfortable, and enjoyable as possible when conditions such as the ones described above arise. If you are dissatisfied with the manner in which ‘Experience Russia’ handles to any unfavorable conditions and proceed as outlined above, you will eligible for the “Money-Back Guarantee.”