THE STATE RUSSIAN MUSEUM

1. Terms and Definitions

2. General Provisions
1. These Rules establish the procedure for the purchase and return of Tickets at the Museum.
2. By purchasing a Ticket and/or using a Ticket to enter the Museum (attend an Event), the Visitor undertakes to observe public order, these Rules and the Museum' visiting regulations.
3. Tickets can be purchased by Visitors directly from the Museum (on the Museum's website or at the Museum's box offices), from persons authorized by the Museum to sell Tickets, as well as other persons to whom the rights and obligations to sell Tickets have been transferred by authorized persons of the Museum.
4. The Museum has the right to limit the number of Tickets for sale in one electronic Order and to one Visitor.
5. The Museum is not responsible for Tickets purchased not from the persons specified in clause 2.3 of these Rules, and does not guarantee their authenticity. Tickets that do not comply with the design approved by the Museum (including Tickets with corrections, without mandatory details or with a concealed price) shall be deemed invalid. The Museum reserves the right to deny admission to Visitors presenting such Tickets and to refuse to refund such Tickets.
6. The Museum will deny admission to the Museum and/or the Event to any Visitor whose name does not match the personalized Ticket or who fails to present a valid identity document when requested by staff.
7. Guided tour services are provided on the basis of a tour voucher and an entrance Ticket for the guided tour (purchased only jointly with a tour voucher or if a tour voucher is already held). A tour voucher is valid only when accompanied by a valid entrance Ticket for the guided tour.
8. These Rules do not govern the procedure for purchasing subscriptions under any loyalty programs.
9. The Museum reserves the right to make changes to these Rules. The current version of these Rules is posted on the Museum's website.

3. Museum Tickets (prices, admission discounts, purchase)
1. When setting prices for entrance tickets, the Museum is guided by the Order of the Ministry of Culture of the Russian Federation dated 06.22.2011 No. 737 "On approval of the procedure for determining fees for individuals and legal entities for services (works) related to the main activities of state budgetary institutions under the jurisdiction of the Ministry of Culture of the Russian Federation, provided by them in excess of the established state assignment, as well as in the cases defined by Federal laws within the limits of the established state assignment", as well as the current legislation of the Russian Federation.
2. The Museum grants admission discounts to eligible Visitors as stipulated by the current laws of the Russian Federation. Such Visitors are eligible for admission to the Museum's permanent exhibition:
• at a discounted admission rate; or
• free of charge; or
• free of charge or at a discounted admission rate only on certain days indicated on the Museum's website and at the Museum's box offices.
3. Visitors wishing to receive a discounted or free admission Ticket at the Museum's box office, and to use it for entry, are required to present valid proof of eligibility.
4. Prices and discounts for visiting temporary exhibitions and Events may differ from prices and discounts for visiting the Museum's permanent exhibit.

1. To use a discounted or free Ticket for an Event, Visitors must provide valid proof of eligibility if requested by Museum staff.

2. By purchasing Ticket(s) through any available method, the Visitor is deemed to have agreed to comply with these Rules and the Museum's visiting regulations.

4. Ticket Refund (in case of the Visitor's refusal from an Event)
1. If the Visitor refuses to visit the Museum (Event) for reasons unrelated to the Visitor's illness or the death of a person who was a member of the family or a close relative of the Visitor, the Visitor has the right to apply for a refund for the unused Ticket (hereafter – "Refund Request") at least three (3) full calendar days in advance before the Event (in accordance with of Section 2 clause 16b of the Decree of the Government of the Russian Federation dated 09.18.2020 No. 1491 "On approval of the rules and conditions for the return of tickets, season tickets and excursion vouchers, and for the reissue personalized tickets, personalized season tickets or personalized excursion vouchers to other persons for events held by art entertainment organizations and museums in the case of the visitor's refusal to visit the event"), the date of the event itself is not taken into account for the purposes of calculating the period. The effective date of a Refund Request is the date the Museum receives the completed request along with all documents stipulated herein. 
2. A Refund Request can be submitted by the Visitor directly to the Museum, sent by registered mail with a list of enclosures, or by e-mail at refund@rusmuseum.ru. The submission of a Refund Request by the Visitor directly to the Museum is deemed effective upon presentation by the Visitor an identity document. If a Refund Request is submitted by the Visitor's representative, it is mandatory to present documents (by sending copies, a scanned copy or a photographic copy of the document) verifying both the representative's identity and their authority to act on the Visitor's behalf.
3. A Refund Request must be accompanied by the original unused Ticket (including printed copies of the e-Ticket and an electronic cash receipt). A Refund Request submitted by e-mail at refund@rusmuseum.ru must be accompanied by a scanned copy of the unused Ticket (e-Ticket and an electronic cash receipt), a copy of the Visitor's identity document (scanned copy or photographic copy of the Visitor's ID document). If a Refund Request is submitted by the Visitor's representative, it is mandatory to present documents (by sending copies, a scanned copy or a photographic copy of the document) certifying the identity and authority of the Visitor's representative.
4. A Refund Request and the documents attached to it are accepted and registered by the Museum on the day of their receipt. At the request of the Visitor (or his representative), the Museum shall make a note on a copy of the Refund Request for receipt of the Refund Request and the documents attached to it, indicating the entry list and date of receipt, or shall send a note of receipt to the e-mail address specified in the Refund Request (if the Refund Request indicates the need to send a note of receipt by e-mail). If the Refund Request and the documents attached to it are sent to the Museum via electronic communication, an automatic notification of the message delivery is sent to the Visitor as a confirmation of the Refund Request acceptance. In this case, the Museum does not send (or provide) any additional messages confirming the acceptance. Within a period not exceeding ten (10) calendar days from the date of receipt of the Refund Request and the documents attached to it, the Museum shall review the Refund Request and the documents attached to it and decide on a refund the unused Ticket or a refusal to refund it if the Visitor does not comply with the conditions specified in these Rules, and shall inform the Visitor (or his representative) about it.

1. The Museum shall inform the Visitor (or his representative) about the decision on a refund refusal, indicating the grounds for such refusal, no later than five (5) calendar days from the date of the decision to refuse in one of the following ways:

• Delivering by hand to the Visitor (or his representative) a written notification of refund refusal for an unused Ticket (hereinafter referred to as the “Refusal Notice”);

• Sending a copy of the Refusal Notice to the email address specified in the Refund Request;

• In some cases, by decision of the Museum, the Refusal Notice may be sent by registered mail to the address indicated in the Refund Request.

1. The Museum shall notify the Visitor (or his representative) about the decision to refund by e-mail or telephone no later than three (3) calendar days from the date of making such a decision. The method of informing the Visitor of the decision to refund shall be indicated by the Visitor in the Refund Request.
2. The Museum shall issue the refund to the Visitor no later than ten (10) calendar days after approving it. The refund payment shall be carried out by the Museum in a manner similar to the payment for the ticket upon purchase, reflected in the Refund Request, or by wire transfer or in cash at the Museum's box office. When the payment is returned by wire transfer, the Museum shall transfer the refund to the Visitor's account specified in the Refund Request. To receive a cash refund at the Museum's box office, the Visitor must apply in person at the box office and present a valid identity document.
3. The amount of money to be refunded to the Visitor for an unused Ticket is calculated in accordance with the current laws of the Russian Federation and the Museum’s regulations communicated to an unspecified number of concerned parties via the Museum's website on the Internet.
4. If a Visitor refuses to attend the Event for reasons unrelated to the Visitor's illness or the death of a person who was a member of his family or a close relative, the Visitor has the right to return the Ticket subject to the following conditions:

1. Tickets purchased as part of a single Order are only refundable as a complete set. A refund for an individual ticket from an Order shall be granted only in exceptional cases, such as the Visitor's illness or the death of an immediate family member or a close relative of the Visitor.

5. Ticket Refund Due to Visitor's Illness
1. If a Visitor cancels their attendance at an Event due to his/her illness, the Visitor has the right to contact the Museum or an authorized person of the Museum from whom the Ticket was purchased, with a Refund Request for the unused Ticket due to the Visitor's illness (hereinafter referred to as the "Refund Request Due to Illness") no later than the Event Date (in accordance with of Section 4, par. 23 of the Decree of the Government of the Russian Federation dated 09.18.2020 No. 1491 "On approval of the rules and conditions for the return of tickets, season tickets and excursion vouchers, and for the reissue personalized tickets, personalized season tickets or personalized excursion vouchers to other persons for events held by art entertainment organizations and museums in the case of the visitor's refusal to visit the event").

1. A Refund Request Due to Illness can be submitted by a Visitor directly to the Museum, or sent by registered mail with a list of enclosures, or by e-mail at refund@rusmuseum.ru. The submission of a Refund Request Due to Illness by the Visitor directly to the Museum is deemed effective upon presentation by the Visitor an identity document. When a Refund Request Due to Illness is submitted by post or email, it must be accompanied by a copy of the Visitor's identity document (a scanned or photographic copy of the ID document). If a Refund Request Due to Illness is submitted by the Visitor's representative, it is mandatory to present documents (by sending copies, a scanned copy or a photographic copy of the document) verifying both the representative's identity and their authority to act on the Visitor's behalf.

2. A Refund Request Due to Illness submitted directly to the Museum to the authorized person of the Museum from whom the Ticket was purchased, or whom it was sent by post, shall be accompanied with:

1. A Refund Request Due to Illness submitted by e-mail shall be accompanied with:

1. If it is impossible for the Visitor to submit the documents specified in clauses 5.3 (b) and 5.4 (b) of these Rules within the time period specified in clause 5.1 of these Rules, the Visitor shall submit such documents within fourteen (14) days from the day following the Event Date, provided that the Visitor submitted the Refund Request Due to Illness and other documents specified in this clause within the time period set forth in clause 5.1 of these Rules.

1. The Museum shall accept and register the Refund Request Due to Illness and the documents attached to it on the day of their receipt. At the request of the Visitor (or his representative), the Museum shall make a note on a copy of the Refund Request Due to Illness on receipt of the Refund Request Due to Illness and the documents attached to it, listing such documents and indicating the date of receipt, or shall send such note of receipt to the e-mail address specified in the Refund Request Due to Illness (if the Refund Request Due to Illness indicates that it is necessary to send a note of receipt by e-mail).

1. The Museum shall review a Refund Request Due to Illness and the documents attached to it within ten (10) calendar days from the date of receipt. If necessary, the specified review period may be extended to thirty (30) days. In the cases provided for in clause 5.5 of these Rules, the time limit for reviewing a Refund Request Due to Illness is calculated from the date of receipt by the Museum all the documents specified in clauses 5.3 and 5.4 of these Rules, respectively.
2. Based on the results of consideration of the Refund Request Due to Illness and the documents attached to it, the Museum shall decide to refund the unused Ticket or to refuse to refund it if the Visitor does not comply with the conditions specified in clause 5.11 of these Rules, and shall inform the Visitor (or his representative) about such decision.
3. The Museum shall inform the Visitor (or his representative) about the decision to refuse to refund the unused Ticket, indicating the conditions provided for in clause 5.11 of these Rules, non-compliance with which was the basis for such refusal, no later than five (5) calendar days from the date of the decision, in one of the following ways:

• Delivering by hand to the Visitor (or his representative) a Refusal Notice;
• Sending a copy of the Refusal Notice to the email address specified in the Refund Request Due to Illness.
• In some cases, by decision of the Museum, the Refusal Notice may be sent by registered mail to the address indicated in the Refund Request Due to Illness.

1. The Museum shall, no later than three (3) calendar days from the date of the decision to refund the Visitor (or his representative) in the amount of the full Ticket price, notify the Visitor (or his representative) of such decision by e-mail or telephone. The Museum shall transfer the money to the Visitor no later than 10 (ten) days from the date of the decision to refund. The refund is made, at the choice of the Visitor reflected in the Refund Request Due to Illness, by wire transfer or in cash at the Museum's box office. When the payment is made by wire transfer, the Museum transfers the money to the Visitor's account specified in the Refund Request Due to Illness. To receive a refund in cash at the Museum's box office, the Visitor must apply in person at the box office and present a valid identity document.
2. The Visitor has the right to return the Ticket in accordance with the procedure provided for in this clause, subject to the following conditions:

1. If a Visitor cancels their attendance at the Event due to illness for one of the Tickets purchased as part of a single Order, only the Ticket of the Visitor who confirmed the grounds for the refund shall be refunded.

6. Ticket Refund Due to the Death of a Family Member or a Close Relative of the Visitor
1. If a Visitor cancels their attendance at the Event due to the death of a family member or a close relative in accordance with the Family Code of the Russian Federation, the Visitor has the right to apply to the Museum for a refund of the Ticket (hereinafter referred to as the "Refund Request Due to the Death of a Relative") no later than the Event Date (in accordance with Section 5 Clause 36 of the Decree of the Government of the Russian Federation dated 09.18.2020 No. 1491 " On approval of the rules and conditions for the return of tickets, season tickets and excursion vouchers, and for the reissue personalized tickets, personalized season tickets or personalized excursion vouchers to other persons for events held by art entertainment organizations and museums in the case of the visitor's refusal to visit the event"). For the purpose of these provisions, the Visitor's family members include the Visitor’s spouse, parents and children (adoptive parents and adopted children). For the purpose of these provisions, close relatives include the Visitor’s grandfathers, grandmothers, grandchildren and full-blood and half-blood (having a common father or mother) siblings.
2. A Refund Request Due to the Death of a Relative can be submitted by a Visitor directly to the Museum, sent by registered mail with an enclosure list or by e-mail at refund@rusmuseum.ru 
3. When submitting a Refund Request Due to the Death of a Relative directly to the Museum, the Visitor must present an identity document (if the Refund Request Due to the Death of a Relative is submitted by the Visitor's representative, documents certifying the identity and authority of the Visitor's representative). In case of sending a Refund Request Due to the Death of a Relative by post, a copy of the Visitor's identity document must be attached to it. In case of sending a Refund Request Due to the Death of a Relative by e-mail at refund@rusmuseum.ru, a scanned copy or a photographic copy of the Visitor's identity document must be attached to it.
4. A Refund Request Due to the Death of a Relative submitted directly to the Museum or sent by post must be accompanied with:

1. If the Visitor's representative submits a Refund Request Due to the Death of a Relative, copies (photocopies, photographic or other digital copies) of documents confirming legal representation or a duly executed power of attorney shall be attached to such Refund Request Due to the Death of a Relative.
2. If it is impossible for the Visitor to submit the documents specified in clauses 6.4b and 6.4c of these Rules within the time period specified in clause 6.1 of these Rules, the Visitor has the right to submit such documents within fourteen (14) calendar days from the Event Date, provided that the Refund Request Due to the Death of a Relative and other documents provided for in this clause are submitted by the Visitor within the time period specified in clause 6.1 of these Rules.
3. The Refund Request Due to the Death of a Relative and the documents attached to it shall be accepted and registered by the Museum on the day of their receipt. At the request of the Visitor (or his representative), the Museum makes a note on a copy of the Refund Request Due to the Death of a Relative on receipt of the Refund Request Due to the Death of a Relative and the documents attached to it, listing such documents and indicating the date of receipt, or shall send a note of receipt to the email address specified in the Refund Request Due to the Death of a Relative (if the Refund Request Due to the Death of a Relative indicates the need to send a note of receipt by e-mail).
4. The Museum shall review the Refund Request Due to the Death of a Relative and the documents attached to it within ten (10) calendar days from the date of receipt. If necessary, the review period may be extended to twenty (20) calendar days. In the cases provided for in clauses 7.6 of these Rules, the review period is calculated from the date of receipt by the Museum all the documents specified in clauses 6.4 and 6.5 of these Rules.
5. Based on the results of consideration of the Refund Request Due to the Death of a Relative and the documents attached to it, the Museum shall decide to refund the unused Ticket or to refuse to refund it if the Visitor does not comply with the conditions specified in clause 6.12 of these Rules, and shall inform the Visitor (or his representative) about such decision.
6. The Museum shall inform the Visitor (or his representative) about the decision to refuse to refund, indicating the conditions provided for in clause 6.12 of these Rules, non-compliance with which was the basis for such refusal, no later than five (5) calendar days from the date of such decision in one of the following ways:

• Delivering by hand to the Visitor (or his representative) a Refusal Notice;
• Sending a copy of the Refusal Notice to the e-mail address specified in the Refund Request Due to the Death of a Relative;
• In some cases, by decision of the Museum, the Refusal Notice may be sent by registered mail with a delivery notification to the address indicated in the Refund Request Due to the Death of a Relative.

1. The Museum shall notify the Visitor (or his representative) by e-mail or telephone about the decision to refund the Visitor (or his representative) in the amount of the full Ticket price no later than three (3) days from the date of such decision. The method of informing the Visitor of the Museum's decision to refund shall be indicated by the Visitor in the Refund Request Due to the Death of a Relative. The Museum shall refund the Visitor no later than ten (10) days from the date of the decision on the refund. A refund is made, at the choice of the Visitor reflected in the Refund Request Due to the Death of a Relative, by wire transfer or in cash at the Museum's box office. When a refund is made by wire transfer, the Museum transfers the money to the Visitor's account specified in the Refund Request Due to the Death of a Relative. To receive the refund in cash, the Visitor must contact the Museum's box office or the authorized person of the Museum from whom the Ticket was purchased and present an identity document.

1. The Visitor has the right to return the Ticket on the grounds provided for in this clause, subject to the following conditions::

2. If the Visitor cancels their attendance at the Event due to the death of his/her family member or close relative in accordance with the terms of the Family Code of the Russian Federation, only the Ticket of the Visitor(s), who confirmed the grounds for the refund, is subject to refund for one (or several) of the Tickets purchased as part of a single Order.

7. Ticket Refund Due to Cancellation, Replacement or Postponement of an Exhibition or Event
1. In case of cancellation, replacement or postponement of the Event or a temporary closure of the Museum for Visitors, the Museum, upon request of the Visitor (hereinafter referred to as the "Refund Request Due to Cancellation"), shall refund the Visitor the paid Ticket price.
2. The Refund Request Due to Cancellation specified in clause 7.1 of these Rules are accepted by the Museum no later than two (2) months from the Event Date, and for the Tickets with an open date – no later than two (2) months from the date of purchase of the Ticket.
3. A Refund Request Due to Cancellation can be submitted by the Visitor directly to the Museum, sent by registered mail with an enclosure list or by e-mail refund@rusmuseum.ru. The submission of a Refund Request Due to Cancellation by the Visitor directly to the Museum is deemed effective upon presentation of an identity document by the Visitor (in case of submission of a Refund Request Due to Cancellation by the Visitor's representative – documents confirming the identity and authority of the Visitor's representative). In case of sending a Refund Request Due to Cancellation by post, a copy of the Visitor's identity document shall be attached to it. In case of sending a Refund Request Due to Cancellation by e-mail refund@rusmuseum.ru, it shall be accompanied with a scanned copy or a photographic copy of the Visitor's identity document.
4. The original of the unused Ticket (printed copies of the e-Ticket and an electronic cash receipt) shall be attached to the Refund Request Due to Cancellation, submitted directly to the Museum or sent by post. In case of the Refund Request Due to Cancellation submitted by e-mail at refund@rusmuseum.ru, a scanned copy of the unused Ticket (e-Ticket and an electronic cash receipt) shall be attached to it.
5. The Refund Request Due to Cancellation and the documents attached to it shall be accepted and registered by the Museum on the day of their receipt. At the request of the Visitor (or the Visitor's representative), the Museum shall make a note on a copy of the Refund Request Due to Cancellation of the receipt of the Refund Request Due to Cancellation and the documents attached to it, listing such documents and indicating the date of receipt, or shall send a note of receipt to the e-mail address specified in the Refund Request Due to Cancellation (if the Refund Request Due to Cancellation indicates the need to send a receipt note by e-mail). The Museum or an authorized person from whom the Ticket was purchased shall review the Refund Request Due to Cancellation and the documents attached to it within a period not exceeding ten (10) calendar days from the date of receipt, and shall decide to refund the unused Ticket or to refuse to refund it if the Visitor does not comply with the conditions specified in clause 7.9 of these Rules, and shall inform the Visitor (or Visitor's representative) about such decision.
6. The Museum shall inform the Visitor (or Visitor's representative) about the decision to refuse to refund the unused Ticket, indicating the grounds for refusal, no later than five (5) days from the date of the decision to refuse, in one of the following ways:

• Delivering by hand to the Visitor (or Visitor's representative) a written notification of refusal to refund the unused Ticket (hereinafter referred to as the "Refusal Notice");
• Sending a copy of the Refusal Notice to the e-mail address specified in the Refund Request Due to Cancellation;
• In some cases, by the decision of the Museum, the Refusal Notice may be sent by registered mail with a delivery notification to the address indicated in the Refund Request Due to Cancellation.

1. The Museum shall notify the Visitor (or Visitor's representative) about the decision to refund the Visitor (or Visitor's representative) by e-mail or telephone no later than three (3) calendar days from the date of making such a decision. The method of informing the Visitor of the decision to refund shall be indicated by the Visitor in the Refund Request Due to Cancellation.
2. The Museum shall refund the Visitor no later than ten (10) calendar days from the date of the decision on the refund. The refund is made at the choice of the Visitor, as reflected in the Refund Request Due to Cancellation, by wire transfer or in cash at the Museum's box office. When the refund is made by wire transfer, the Museum transfers the funds to the Visitor's account specified in the Refund Request Due to Cancellation. To receive the refund in cash, the Visitor must contact the Museum's box office and present an identity document.
3. The Visitor has the right to return the Ticket in accordance with the procedure provided for in this clause, subject to the following conditions:

• the Ticket is not invalid in accordance with Article 52.1, Second Part of the Framework Legislation of the Russian Federation on Culture;
• the Refund Request Due to Cancellation is submitted to the Museum within the time limits provided for in clause 7.2 of these Rules;
• the Refund Request Due to Cancellation and the documents attached to it are submitted in accordance with the provisions provided for in clauses 7.1–7.4 of these Rules.