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

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.”

Can I book a tour via email?

Sure, just send us an email at: [email protected]. Please provide us with your first and last name, the tour you are interested in, your contact phone number, and the number of people in your party.

What is Experience Russia’s policy on refunds?

100% refund if the ship does not call into St. Petersburg port.

100% refund if you cancel your tour reservation no later than 15 days before your tour begins.

80% refund if you cancel your reservation in writing 15 days to 3 days before the start of the tour.

No refund will be provided if you cancel your reservation within 72 hours of the start of the tour.

No refund will be made in the case of a “no-show” (“no-show” is a guest who never cancelled, and never reported to our waiting guide/manager at the port after their ship’s arrival).

Tours including Ballets, The Russian Folk show, or any other theater performances are non-refundable regardless of the amount of prior notice.

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While on the Tour

Money Matters

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

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.”

What is Experience Russia’s policy on refunds?

100% refund if the ship does not call into St. Petersburg port.

100% refund if you cancel your tour reservation no later than 15 days before your tour begins.

80% refund if you cancel your reservation in writing 15 days to 3 days before the start of the tour.

No refund will be provided if you cancel your reservation within 72 hours of the start of the tour.

No refund will be made in the case of a “no-show” (“no-show” is a guest who never cancelled, and never reported to our waiting guide/manager at the port after their ship’s arrival).

Tours including Ballets, The Russian Folk show, or any other theater performances are non-refundable regardless of the amount of prior notice.

Booking a Tour

Can I book a tour via email?

Sure, just send us an email at: [email protected]. Please provide us with your first and last name, the tour you are interested in, your contact phone number, and the number of people in your party.

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