Scope

RNTO is responsible for the receipt of visa applications and visa fees for travel to Russia or other countries, submission and collection of applications at the Russia Visa Application Centre of VFS, which is an outsourced partner of the Embassy of the Russian Federation in the United Kingdom or other Consulates, and returning passports back to applicants.

RNTO shall make travel bookings and arrangements on the Client’s behalf in respect of all required travel related products and services including, but not limited to, the provision of airline tickets and documentation, hotel accommodation, visa facilities (subject to restrictions), point to point transfer (e.g. arrival airport to accommodation arranged by RNTO). Flight service fees are specified in Appendix 1.

Acceptance and Rejection of Applications

The assessment of visa applications is carried out by the Embassy of the Russian Federation or its Consulates, and the granting or refusal of Russian visas is at their sole discretion. The Embassy of the Russian Federation and its Consular Section reserve the right to ask for further documentation and information from the applicant, call up for an interview and/or refuse any visa application. The applicant must supply such additional documents and information if they wish their application to be considered further on.

Fees

Fees stated are only valid on the day that they are quoted or provided by RNTO. If you decide to make your application on a later date, the fees may change.

Except where covered in our Refund policy below, fees are not refundable, i.e. fees are payable whether or not a visa is ultimately granted. The fees will vary depending on the applicant's nationality. Please contact us if you do not find the relevant information on the website.

Commitments

RNTO will process visa applications with reasonable care and skill and in accordance with all procedures prescribed by the Embassy of the Russian Federation and the Visa Application Centre.

Whilst we carefully check you application form for errors on the form, we do not guarantee to detect errors on the form and we cannot verify any information you provide.

Client’s Responsibility

All applicants should carefully read and understand the requirements for the visa forms, complete all applications forms truthfully and provide true and accurate information and documentation. They should make sure that they have a valid passport. Upon receipt of the visa, applicants should check the validity of the visa so that it covers the whole period of stay, the number of entries, and the spelling of their names. The visa may be granted for the requested days on the application form. We may extend the period of stay in case RNTO arranges the official invitation, but it is not compulsory.

The Client need to check information on the issued visa upon receipt of the passport or travel document. RNTO has no liability for any spelling mistakes or wrong information printed on the visa. A Russian visa is valid only in a current passport.

Applicants should also make sure that the purpose of visit is correct. RNTO has no liability if the visa is issued for the wrong purpose. If the circumstances change, the application should be resubmitted for the correct type of visa.

The Client should register your visa within 72 hours of arrival in Russia. RNTO does not provide visa registering services in Russia.

It shall be the Client’s sole responsibility to arrange adequate travel and medical insurance cover in respect of any travel arrangements made under this Agreement should travel with adequate insurance cover. Minimum Insurance should cover against unforeseen cancellation charges, medical costs incurred whilst away, repatriation, personal liability claims, loss of money etc.

Cancellation

If you start a visa application process, including submitting an online application, you may cancel your application within 7 days after the payment was made but before your visa application is posted or otherwise forwarded by us to the Russian Visa Application Centre in the UK or to any Russian Embassy, in which case we will refund to you the Eembassy fee, but not any service fee, bank fee or other fee. Once your application has been posted or otherwise forwarded by us, it may not be cancelled.

If you start a visa application process, including submitting an online application, but do not complete the visa application process, including where you fail to send your visa application documentation to us or to attend in person at our offices to complete your visa application, within 12 months of commencing the visa application process, then your visa application shall be considered to be ended and we may retain the embassy and the invitation fees paid by you, as well as all service fees, bank fees and other fees. We shall not be obliged to notify you of this.

Your right above is the only cancellation right you have. Once you have submitted your application to us, you will be taken to have agreed that we may immediately commence processing your application and providing any services, and as a result you will not have any right to cancel under the Consumer Protection (Distance Selling) Regulations 2000. This is because, under Regulation 13(1)(a), you lose your right to cancel if you agree that we can start providing the services within the cancellation period.

In case of cancellation made before your visa application is posted or otherwise forwarded by us to the Russian Visa Application Centre in the UK or to any Russian Embassy, a full refund may be provided, unless another service was provided in the meantime (such as obtaining an official invitation from a travel agent in Russia).

To cancel your order, please send the following details: Your full name, address, contact phone number, email address, order number, service requested, the reason for cancellation, amount paid, method of payment to email info@visitrussia.org.uk (or fax to 0207 2438275) and call the General Manager on +44 (0) 207 985 1234 to make sure your cancellation email was received.

Processing Time

Standard processing time for standard service – 6 working days (may be taking up to 20 working days) , which does not include the day of submission. Express processing time – 2 working days (may be taking up to 5 working days), which does not include the day of submission. Same-day visa is not available. The list of holidays for the Russian Embassy may vary. Please check with us if you are tight with the dates. If additional documentation is required to complete your application, the process can be significantly delayed.

The processing times for visas are estimates only and based on our experience. The Embassy might require extra time for additional checks, which can take up to 20 working days for a final decision on the application.

Changes to Procedures and Fees

The procedures and fees of the Embassy of the Russian Federation and Consulates for the processing of visas and related services are beyond RNTO’s control and are subject to change without prior notice. RNTO does not accept responsibility for any changes in procedures or fees and reserves the right to pass on any increased fees.

Information on the website is updated within 5 working days.

Loss or damage to passports and other travel documents

If a passport, document or other item is lost, misplaced, damaged, delayed or destroyed by any means whatsoever, RNTO shall only be responsible for the basic replacement cost of the said item should the fault rest with them. RNTO is not responsible for items misplaced, damaged, delayed or destroyed by the Consulate, Embassy or a third-party courier company or Royal Mail.

Delivery

RNTO will send completed applications and/or other documents by Royal Mail Special Delivery unless otherwise instructed. A delivery charge will be added to your order. Royal Mail Special Delivery, same-day couriers, UK overnight couriers, international courier services and other third-party delivery companies are subject to the conditions set by these individual companies. RNTO accepts no liability for loss or delays incurred when using third-party delivery companies.

Cancellations by RNTO

RNTO reserves the right to refuse in its total discretion to handle any application or carry any item at any time, and no reason need be given.

Third-Party Rights

Nothing in these Terms and Conditions shall benefit or be enforceable by any person other than the visa applicant or the Client representatives, and the Contracts (Rights of Third Parties) Act 1999 shall not apply.

Collection outside opening hours (after 6pm or Saturday/Sunday)

If collection is possible (an authorised person is able to handle the documents) the fees are: service charge of £100 + travel expenses if required.

Complaints

Please address any complaints to the Complaints Department at the Russian National Tourist Office, 202 Kensington Church Street, London, W8 4DP, UK or call us on 0207 9851234.

Applicable Law

These terms and conditions and any visa applications shall be governed and construed in accordance with the laws of England and Wales. Terms and conditions are governed by English Law and the jurisdiction of the English Courts. You may however choose the law and jurisdiction of Scotland or Northern Ireland if you live there and wish to do so.

Refund Policy

Refund of an Embassy's and Visa Application Centre fees

If RNTO is in breach of contract or negligent in relation to any visa application submitted, resulting in the visa not being granted or loss of applicant’s passport with valid visas, in each case, wherein the applicant has to apply for a new passport or cannot travel to Russia at the times stated by the applicant in his/her visa application, then RNTO will refund to the applicant the Embassy fee, the Russian Visa Application Centre fees, cost of passport replacement and any valid visas within that passport, but n only.ot any other fee.

RNTO will refund the Embassy fee and the Visa Application Centre fee if you cancel your visa application before it is forwarded by us to the Russian Visa Application Centre or Russian Embassy, but not any service fee, bank fee, or other fee.

Refunds will be made within 30 days after a request for refund was accepted by RNTO.

Privacy rights

We collect and process personal data only in strict compliance with the Data Protection Act 1998 and associated legislation.

RNTO has legal obligations, under the Data Protection Act 1998, to collect any personal information that you provide to us fairly. RNTO will hold your personal information securely. Manual destruction of files, records and computer print-outs containing sensitive data is carried out in a secure way by internal shredding.

Due to privacy laws, RNTO employees are unable to discuss your personal details with any third party enquiring on your behalf (including family) unless you provide your consent authorising us to do so.

Third parties

RNTO may share the following information with third parties:

• To complete immigration support request as necessary to provide visa and immigration services to applicants, including disclosure to government agencies in the form of applications, photographs, and petitions for visa request and/or immigration benefits
• To companies that provide services to assist us with our business activities in visa and immigration request fulfilment

Whereas we share private information with third parties, we have written agreements in accordance the current requirements by Law.

• As required by law in response to requests by public authorities including meeting national security or law enforcement requirements