Legal information

4.1.11. Actions on Behalf of Third Parties. You shall use this Website and the services available through the Website only for yourself or other persons and/or legal entities on whose behalf you have the legal right to act and assume the respective rights and obligations. You hereby acknowledge that such other persons and/or legal entities have authorised you and you have the legal right on their behalf to select and buy the Services / Agency Ancillary Services, as well as consent to collect and process their personal data necessary for Booking and use of services.

Use of the Website and order of Services available on the Website by the representative of a legal entity is allowed only on the condition that such legal entity has authorised the representative to carry out on its behalf the choice and purchase of Services / Additional Services of the Agency, as well as to provide consent to processing of their personal and payment data necessary for the order.

5.5. When registering on the Website, you will be further asked to agree to the terms and conditions of these Terms. If you do not agree to these terms, please do not use the Website and leave it immediately.

  

-    information on citizenship;

-    details of the legal entity necessary to make payment for the Order (name of the legal entity, BIN, legal address, IBAN, bank details);

The Agency may provide you with one and several options of payment methods for Booking payment, depending on the specific services that are provided based on the agreement concluded between the Agency and the relevant Carrier/Service Provider. The Agency shall have the right at any time and at its own discretion, to change/delete any methods of payment on the Website without the obligation of any updates and changes to these Terms.

6.2.2. Payment on behalf of the legal entity. In case the Buyer is an authorised representative of legal entity, among other possible payment methods there available on the Website, the Buyer has the opportunity to pay the Order on behalf of the legal entity. Before making the payment you hereby guarantee that you possess all necessary rights and powers for making such payment on behalf of the legal entity, including corresponding powers of attorney and other documents of title.

When choosing the payment on behalf of a legal entity, the Buyer needs to specify information connected with payment data of the represented legal entity, namely: the name of the legal entity, legal address, BIN, number of the settlement account (IBAN), banking data (Bank name, BIC). During creation of Booking on behalf of a legal entity, information on terms of making the payment on the created Order will be provided to the representative.

The electronic billing invoice for the Order paid on behalf of the legal entity is provided by the Agency in the order established by the legislation of the Republic of Kazakhstan. Originals of the consignment note and the act of the performed works for the Order paid on behalf of the legal entity are sent by the Agency based on a written inquiry from such a legal entity to the legal address of the legal entity specified by the representative during payment of the Order in the terms established by the legislation of the Republic of Kazakhstan.
 

8.4.5. The Service fee of the Agency for carrying out ticketing equals 5% (Five percent) from the cost of appropriate Electronic ticket. The Service fee of the Agency is calculated automatically and reported to you on the webpage of payment for the Order.

8.5.1.  By means of Agencies' Services you can refuse the contract of rail transportation (hereinafter referred to as "Refund of the Railway Ticket").

8.5.2.  Depending on the amount of time left before the departure of the chosen train from the initial station, the unused Railway Ticket may be refunded either by means of the Website or in the ticket offices of the Carrier.

8.5.3.At return of the unused e-ticket, taking into account the Service fee of the Agency for carrying out the procedure of return, the refund sums shall be:

i) not later than 24 hours before departure of the train - the fare consisting of the cost of the ticket and cost of a reserved seat;

ii) less than in 24 hours, but not later than 6 hours before departure of the train - the cost of the ticket and 50% of cost of a reserved seat;

iii) less than in 6 hours prior to departure of the train, but no later than 1 hour after departure of the train from the station of landing of the passenger - the cost of the ticket, herein the cost of the reserved seat is no subject for return, but not more 30% of the fare is to be withheld overall;

iv) Later than 1 hour after the departure of the train from the initial station the return of the TIcket is denied, the funds are no subject for refund.

8.5.4.  If when forming the Order you have chosen the e-ticket for the train consisting only from cars with places for sitting, the return of such e-ticket is possible under a condition that the departure of the train is no less than 6 hours before the moment of return. In this case, taking into account the Service charge of the Agency, the refund sums shall be:

i) not later than 24 hours before departure of the train - the fare consisting of the cost of the ticket and cost of a reserved seat;

ii) less than in 24 hours, but not later than 1 hour after the departure of the train from the initial station – 70% of the fare;

iii) Later than 1 hour after the departure of the train from the initial station the return of the TIcket is denied, the funds are no subject for refund.

8.5.5.  In case if there is more than 1 (one) hour until departure of the chosen train according to the Electronic Ticket from the initial station, the Refund of such Ticket has to be made via the Website as follows:

8.5.5.1. To submit the request for Refund of the Electronic Ticket, you need to use corresponding technology on the Website in the Section "My Account" (Submit request for Refund of the Ticket).

8.5.5.2. The sum which is subject to return for the electronic ticket is defined and calculated by the Agency according to the conditions of the Carrier valid on the date and time of submission of corresponding request through "My Account" Section. Learn more about the terms of refund via following links: return of the Ticket via Website and return of the Ticket through the ticket office. The rules of the Carrier for calculation of the refund sum can be found at the following link.

8.5.5.3. The Agency does not influence conditions of the Carrier, calculation of the sum which is subject to refund for the Electronic Ticket, as well as other actions which can be offered by the Agency for your commission in the course of consideration by Agency/Carrier of the corresponding request for return concerning the Railway Ticket.

8.5.5.4. In case if you don't agree with the calculated sum to be refunded for the Electronic Ticket, in other disputable situations, you have to stop the process of Refund of the Electronic Ticket by pressing of the "Cancel" button, herewith the Agency recommends you to contact the Carrier Refund in a claim order according to rules of the Carrier. Terms of consideration by Carrier of any inquiries are regulated by internal rules of the Carrier.

8.5.5.5. In case after your request directly to the Carrier, the Carrier does not agree with the position of the Agency on a controversial issue, the Agency recommends you to receive a corresponding written confirmation of the Carrier's position on the controversial issue. On any occasion, the final decision on the refundable amount in connection with refusal of the transportation agreement, shall be carried out by the Carrier on the basis of his internal rules of and legislation of the Republic of Kazakhstan.

8.5.5.6.In case you agree with calculation of the refund sum for the Electronic Ticket, you need to confirm the consent with return of the specified sum by immediate pressing of the "Confirm" button. Funds will be returned to the Client by the Agency no later than ten (10) business-days from the date of confirming the refund sum, but in any event not earlier than the receipt of corresponding funds by the Agency from the Carrier / Service provider. Herein, the following fees can be withheld from the Refund sum:

a) Service fee of the Agency for processing of Refund of the Electronic Ticket in the amount of 200 (Two hundred) tenge for each Ticket;

b) The penalty fee of the Carrier for the refund of the Electronic Ticket calculated according to internal rules of the Carrier.

8.5.5.7. After implementation of the procedure of return of the unused e-ticket in the above-stated order, you can download the electronic receipt of different fees (ERDF) in the section "My Account" – the document confirming the carrying out of the procedure of return and indicating the sum subject for return and the commission fee of the Carrier for implementation of the procedure of return.

8.5.6.  In case if ticket there is more than 1 (one) hour before the departure of the train chosen according to the e-ticket from the initial station, the return of such ticket can be made in the ticketing office of Carrier. For this purpose it is necessary to address to any railway ticketing office of Carrier for return. The cashier will give you one of the documents confirming return of the place: receipt of different fees (RDC), electronic auxiliary document (EAD) or electronic receipt of different collecting (ERDC). In case if the return was made through FBCC, return of means will be carried out within 5-10 days, but in any event not earlier than the receipt of corresponding funds by the Agency from the Carrier. At return of tickets through MFBCC or ACS of "Express-3" type, it is necessary to send the scanned copy or a photo of the document received in the ticketing office to the e-mail address [email protected]. The staff of our Support service will draw up an inquiry and send it to the Carrier to the Commission of risks. Consideration of a possibility of return and determination of the sum by carrier happens over 15 days from the moment of obtaining the statement. After adoption of the positive decision return of means will be carried out in the specified terms (but in any event not earlier than the receipt of corresponding funds by the Agency from the Carrier): at payment of the order by the cash card — 3-5 working days; at payment via the Kaspi system — 5-10 working days.

8.5.7. In case if the departure of the train chosen according to the electronic ticket from the initial station is in less than 1 (one) hour, the refund of Electronic Tickets shall be made in any ticket office of the Carrier equipped with the "Express-3" ACS terminal exclusively on the territory of the Republic of Kazakhstan. Depending on the presence of the ticket office of the Carrier in the territory of the station of departure, return of the Ticket can be carried out as follows:

a) If the ticket office of the Carrier is located in the territory of the station of departure stated in the Electronic Ticket, you need to show the Electronic ticket at such ticket office of the Carrier. In the ticket office, you will be provided with a document proving the return of seats (receipt of different fees, electronic ancillary document or electronic receipt of different fees) with indication of applicable fees of the Carrier, which it is necessary for you to keep. After 30 (thirty) minutes and no later than 24 (twenty four) hours from the moment of departure of the train from the station of departure stated in the Electronic Ticket, you have to personally contact the ticket office of the Carrier located at the station of departure and to show the previously obtained document. In the ticket office, you will be provided with an updated document on return of fund, which shall be kept until the moment of refund . Refund of money shall made by Carrier within the term solely defined by the Carrier starting from the date of the address to a ticket office for return of the Electronic Ticket to the payment card by means of which the corresponding Booking has been paid. In this case the Agency has the right to withhold the Service fee of the Agency for carrying out the procedure of return of the Ticket in the amount of 200 (Two hundred) tenge;

b) If the ticket office of the Carrier is located outside the territory of the station of departure stated in the Electronic Ticket, when presenting the Ticket to the ticket office the receipt with indication of applicable commissions/fees collected be the Carrier will be issued to you. After obtaining such receipt, you need to submit a hand-written request for Refund of the Railway Ticket to appropriate regional branch of the Carrier. Refund of money shall made by Carrier within the term solely defined by the Carrier starting from the date of the address to a ticket office for return of the Electronic Ticket to the payment card by means of which the corresponding Booking has been paid. In this case the Agency has the right to withhold the Service fee of the Agency for carrying out the procedure of return of the Ticket in the amount of 200 (Two hundred) tenge. 

8.5.8.  In case of implementation of return of the unused e-ticket through ticket offices of MFTCC (modernized fiscal ticketing and cash complex) or Express-3, for refund you need to provide the Agency with the scan copy or a photo of the receipt of different fees (RDF) which was issued in a ticket office to the following e-mail address: [email protected]. Without obtaining by the Agency of the specified document the refund of means is impossible! The Agency sends the RDF to the Commission of risk. The term of consideration of the application for refund by the Commission of risk – not less than 15 (Fifteen) business days. Only after the Agency has received a confirmation from the Commission of risks about the possibility of refund, the Agency makes return of means the same way in which the payment was made. The term of transfer of means – up to ten (10) business days, but in any event not earlier than the receipt of corresponding funds by the Agency from the Carrier.

8.5.9. If you carried out the return of the unused e-ticket via a ticket office FTCC (fiscal ticketing and cash complex), it is not necessary to send the RDF to the Agency. The Agency makes the refund the same way in which the payment was made, the term of transfer of means – up to ten (10) business days from the moment of confirmation by the Carrier of a possibility of return, but in any event not earlier than the receipt of corresponding funds by the Agency from the Carrier.

8.5.10. If you are located in one of the CIS countries, Lithuania, Latvia or Estonia, in order to return the Ticket you must contact the railway ticketing office in the host country. The cashier will return the seat and issue an ancillary document. Refunds are made exclusively on the territory of the Republic of Kazakhstan. To get the refund, you need to contact the ticket office of Passazhirskie Perevozki JSC located at the nearest station, submit an inquiry in the form provided by the Carrier and attach the ancillary document issued in another country. Refund of e-tickets or order forms at the ticketing office while abroad is not possible.

8.5.11.  Hereby you are acknowledged and you agree that, irrespective of the conditions stated in the present clause, service fees collected by the Carrier, a Service fee of the Agency for ticketing of the Electronic ticket, as well as margins and commissions of Payment systems are no subject for refund.

10.2.5. The Agency assumes no liability for your choice of the insurance coverage. General payment terms and conditions for the ordered Services shall be applicable and binding while purchasing the insurance policy.  All claims shall be provided directly to the insurance Provider.

10.3. Insurance Service. Payment Order and Issuance

10.3.1. The period between the Purchaser’s placement of Order and payment / payment confirmation shall not exceed 12 (twelve) hours. In the event of the late payment confirmation, the Order shall be cancelled automatically.

10.3.2. Generally, the Insurance policy is provided after its authorisation by the insurance Provider in Booking System within 3 (three) hours from the moment of booking payment, if other terms are not set by the Insurance Provider.

10.3.3. The proof of purchase of an Insurance is an electronic insurance policy. Upon Purchaser’s Order and payment confirmation, the insurance policy shall be sent to you directly by Insurance provider via e-mail indicated when placing the Booking. The insurance policy is further available in “My account” section on the Website.

10.4. Insurance Service. Cancelling and Making Changes to Insurance Policy

10.4.1. The Purchaser is informed and agrees that it is impossible to apply changes or cancel the insurance policy in “My account” section on the Website. In case if the insurance policy did not come into effect, the Purchaser is able either to make changes to the insurance policy based on corresponding agreement with the Service Provider, or to cancel the insurance policy and order a new one via means of the Web-site.

10.4.2. The insurance policy can be cancelled / refunded only at insurance Provider’s offices. Insurance policy cancellation provides for a refund of the insurance policy cost within the period and under the conditions solely defined by the insurance Provider, in case the insurance policy hasn’t taken effect.

10.4.3. The submission by the Purchaser of a request for a flight ticket refund does not automatically imply the request for cancellation of the insurance policy. In order to cancel the insurance policy, the Purchaser needs to address directly to Insurance provider. 

The Policy on Payment Security Standards and Anti-Fraud Verification is integral part of these Terms, is set forth and available at the following link.