FAQ

Cancellation Policy / How can I cancel the service I have booked?

Cancellation Policy

Accommodation (hotel, hostel, homestay bookings) can be cancelled for:
- 25 per cent fee.
- 50 per cent fee, if we receive notification less, then 72 hours in advance OR your booking is falling on the dates of Russian state holidays (30 December - 14 January & 01 may-10 may)
- There is no refund for not-show-ups, or cancellations less, then 48 hours in advance.
For the groups exceeding 5 people, there is 50 per cent fee for less then 72 hours in advance cancellations

On a case-by-case basis hotel dates can be changed for no fee, if we were notified at least 72 hours in advance, but there is no guarantee, that there will be space for changed reservations.


Issued visa supports are not refundable, whether utilized or not.
We can alter any data and reissue visa support for 5 eur fee, upon your request.


Train tickets can be refunded for a
-20 per cent cancellation fee, given 25 days in advance cancellation notice
-50 per cent cancellation fee, given 13 – 8 days in advance cancellation notice
-90 per cent cancellation fee, given 7-3 days cancellation notice
There is no refund for less, then 3 days cancellation notice.

If the client has received possession of train tickets, then it is entirely the responsibility of the client to claim a refund from the issuing office of Russian Rail roads, receiving the refund as granted by tickets window.

Important ! we can book any tickets on trains originated on Russian territory, but we can only hand them out in our office in Moscow, or deliver them to you anywhere in Moscow for 10 eur fee. We can not post any tickets or deliver them otherwise anywhere else.
You can book train tickets online minimum 5 days in advance, or just come and book them in our office at least 3 working days in advance, provided, that there are tickets available.


While booking airport or train station pick up, be careful indicating details, we are not responsible, if the client provides us with incorrect data.
Don't rush across the airport or station; the driver will be waiting for you at the exit of arrival sector, or at the head of the train with the note board on your name.


General responsibility

Placing a booking with us client agrees to the foregoing and also agrees, that neither we, nor our affiliates shall be or become liable or responsible for any loss, injury or damage to person, property or otherwise in connection with any accommodations, or other services, resulting directly or indirectly from any acts of God, dangers, incidents, breakdowns, acts of government or other authorities, civil disturbances, thefts, medical or custom regulations, defaults, delays or cancellations or changes of schedules of any case beyond our control, improperly issued visas, or insufficient documents. (Note, for example, that you should be given migration card by customs, when you cross Russian border, and you should keep it for the duration of your stay, as you will not be provided accommodation in hotel without). Client understands, that no insurance coverage is included as part of the bookings.

Cancellation Policy

• How can I cancel the service I have booked?