Public contract-offer for the provision of booking services, registration and sale of air tickets and other services on the site

Public Contract-Offer for the Provision of Services for Booking, Processing and Sale of Air Tickets and Other Services on the Website https://www.airate.ru

I. General Provisions

1. This document is an official offer by LLC "AIRATE" (hereinafter referred to as the "Agency") to conclude a contract on the terms stated below.

2. In accordance with clause 2 of Article 437 of the Civil Code of the Russian Federation, this contract is a public offer. In case of acceptance of the terms stated below, an individual performing the acceptance of this offer becomes the Customer (acceptance of the offer is equivalent to concluding a contract on the terms set out in the offer).

3. Contracts for the provision of services for transportation by air, rail, car rental, insurance, hotel accommodation, flight check-in, information about which is posted on the Agency's website, are concluded by the Customer directly with the Suppliers providing these services.

4. By performing actions to accept this public contract-offer, the Customer confirms his/her legal capacity and capacity, attainment of the age of 18 years, as well as the Customer's lawful right to enter into contractual relations with the Agency.

5. This offer and the information about services posted on the Site are not exhaustive. Detailed terms of service provision, including but not limited to, rules for applying tariffs, refund and exchange procedures, are determined by the respective Suppliers. The Customer undertakes to familiarize himself/herself with these terms before placing an Order. By accepting the terms of the offer, the Customer confirms that he/she has read and agrees with the rules of the Supplier of the selected service.

II. Terms and Definitions

In this public offer, the following terms are used with the following meanings:

Agency – Limited Liability Company "AIRATE", authorized to sell services of suppliers within the framework of concluded contracts.

Customer – a user, a capable individual who has reached the age of 18, having the lawful right to enter into contractual relations with the Agency, who has accepted the offer and thus becomes the Customer of the services of the Suppliers and the Agency under the concluded offer contract.

Website – an Internet site, publicly available on the Internet at the address https://www.airate.ru, an independent, complex multimedia object, representing a set of interconnected texts, graphic elements, software modules, databases, web pages and other elements, algorithmically united by thematic, technical and functional features and designed for searching, selecting and paying for services of suppliers and the Agency.

Order – a properly formatted and generated by the site request of the Customer to receive services selected on the Agency's website.

Charter Transportation – non-scheduled air transportation performed by the carrier on the basis of an air charter contract – a contract for chartering the entire or part of the aircraft capacity. Tickets for charter flights are non-refundable and non-exchangeable.

Offer – this document "Public Contract-Offer for the Provision of Services for Booking, Processing and Sale of Air Tickets and Other Services on the Agency's Website", published on the Internet at: https://www.airate.ru/public-contract

Offer Contract – a contract between the Agency and the Customer for the provision of services, which is concluded by accepting the offer.

Acceptance of the Offer – full and unconditional acceptance of the offer terms by the Customer performing actions expressing the intention to use the Agency's website to process services of the Suppliers and the Agency.

Carrier – any Russian or foreign airline performing air transportation of passengers and baggage, a legal entity that has undertaken, under a contract for public rail transportation, the obligation to deliver a passenger from the point of departure to the destination, on whose flights the Agency is authorized to carry out booking, processing and sale of air, railway tickets and additional services.

Service Supplier – carrier, insurance company, direct service provider, whose services are sold by the Agency on the website https://www.airate.ru.

Booking System – an information system owned by third parties and containing information about flight schedules, seat availability, carrier tariffs, rules for their application, as well as other terms of service provision by the Suppliers.

III. Subject of the Offer

1. The Agency undertakes to provide the Customer with services for booking, processing, sale:

• air tickets;

Booking, processing and sale of services of Suppliers are provided by the Agency and its partners within the framework of concluded contracts between partners and direct service providers (Service Suppliers). The Customer accepts the offer.

Legal relations arising from the sale (exchange, refund) of an air ticket of a Russian airline are regulated by the provisions of the Civil Code of the Russian Federation, the Air Code of the Russian Federation, the Federal Aviation Rules "General Rules for Air Transportation of Passengers, Baggage, Cargo and Requirements for Serving Passengers, Shippers, Consignees", approved by Order of the Ministry of Transport of Russia dated June 28, 2007 No. 82, Rules for the Formation and Application of Tariffs for Scheduled Air Transportation of Passengers and Baggage, Collection of Fees in the Field of Civil Aviation, approved by Order of the Ministry of Transport of Russia dated September 25, 2008 No. 155 and the rules of the air carrier. Legal relations arising from the sale (exchange, refund) of an air ticket of a foreign airline for a passenger are regulated by the Provisions of the Warsaw Convention, the law of the air carrier's country, and the rules of the air carrier.

All contracts for air transportation of passengers on electronic tickets of the Air Transport Settlement System (hereinafter - ATSS) are concluded by buyers directly with carriers that have joined the ATSS and have concluded a Standard Contract for the Organization of Sales of Air Transportation and Services on ATSS Electronic Tickets with JSC "Transport Clearing House".

The Agency, when processing an Order, does not act as a carrier, does not conclude transportation contracts, is not a recipient of income from the carriage charge set by the carrier, and is not liable for obligations related to transportation. The Agency, when processing an Order, does not act as a seller of electronic tickets (searches for optimal transportation conditions, provides the technical ability to issue an electronic ticket), nor as a tour operator or travel agent, and is not responsible for any other components of the journey of the Customer or a third party.

2. This public contract-offer is considered concluded (acceptance of the offer) from the moment the Customer confirms his/her agreement with its terms on the Agency's website, after which the public contract-offer is considered the basic document in the official relationship between the Customer and the Agency.

IV. Terms and Procedure for Service Provision

1. For more convenient and faster order processing on the Agency's website, user registration in a personal account has been implemented, where information about orders, passengers, and user bonus cards is stored. To register on the Agency's website, the User must specify the following data:

• email address (subsequently used as login);
• Full Name;
• Gender;
• Date of Birth;
• Contact phone number.

2. When placing an order for air tickets and other services, the user can log in using the data of his/her personal account as a Customer. For non-authorized users, services for searching, booking and paying for air tickets and other services are also available.

3. After completing the registration procedure, the user is responsible for the security of his/her registration data and confirms that all actions performed using this data are carried out by him/her personally or with his/her consent.

4. The user confirms the accuracy of the personal data entered by him/her when working on the Agency's website, as well as passenger data, and assumes full responsibility for their accuracy, completeness and reliability.

5. Changing the personal data of any passenger in a processed Order leads to the loss of validity of the tariffs agreed in the Order, since to change this passenger data in the Order, it is necessary to return the tickets for this order and create a new one. Thus, by creating an Order, the Customer assumes all possible commercial risks (ticket refund, creation of a new order, change of tariff, money refund, etc.) associated with his/her culpable actions in allowing errors and inaccuracies in providing passenger personal data.

6. Services are provided in full subject to full payment by the Customer of the Order cost.

7. The Agency's services are considered properly and fully rendered after sending to the user at the email address specified during registration, an itinerary receipt, air ticket certificate or other document confirming the conclusion of a contract with the service provider or the Agency, as well as a fiscal receipt for the amount of paid services.

8. The Agency reserves the right to refuse the Customer to provide services or additionally request copies of the cardholder's documents if there are sufficient grounds to believe that the transaction on the plastic card used to pay for the Order may be recognized as fraudulent.

9. The terms of any changes in the documents processed for the trip are regulated by the rules of service providers, this contract-offer, legislative acts of the Russian Federation, legislation of foreign states and norms of international law applicable to the transaction, and may involve the imposition of penalties on the Customer.

V. Payments and Payment Procedure

1. The Order cost is determined when placing the Order during the booking dialogue and includes the cost of transportation by air ticket, the cost of additional carrier services, the Agency's service fee for providing booking and processing services for air tickets, additional insurance services and other services offered by the Agency. The Order cost is set in rubles. The cost of air tickets may be changed by the carrier unilaterally, in which case the order cost on the website will also be updated. In case of errors in indicating the Order cost that arose in the booking system regardless of the Agency's actions, the Agency informs the Customer about this as soon as possible through the interactive help of the Agency's website, notifications by E-mail and the support service. The Customer may, at his/her discretion, confirm the Order at the corrected cost or cancel the Order. If it is impossible to contact the Customer within 24 hours by the above methods, it is considered that the Customer did not agree with the cost changes, and therefore this Order is canceled.

2. When processing transportation services or another service, the Customer is obliged to pay the established cost of the Supplier's services, as well as the Agency's fees, depending on the type of service provided.

3. Having familiarized himself/herself with the cost and list of services provided by the Agency, the terms of tariff application established by the carrier, and the text of this public offer, the Customer forms an Order on the Agency's website.

4. The processed Order must be paid by the Customer within the time specified after placing the Order (time limit), by any of the available payment methods indicated in the order. These can be bank card, electronic wallets, cash payment in communication salons. More details in the "Ticket Payment" section.

5. If the Order is not paid before the time limit, it will be canceled. The Order payment time limit may be changed for reasons beyond the Agency's control without prior notification to the Customer and passengers. A canceled Order cannot be restored for re-payment, except by creating a new Order on the Agency's website. The Agency does not undertake an obligation to create a new Order to replace the canceled one.

6. Upon completion of the payment by the Customer, the Agency's cash register machine will issue a fiscal receipt, which will be sent to the Customer at the E-mail specified in the Order.

7. The Agency charges the Customer a service fee for providing services for selection, booking and processing of transportation, as well as for other related services (including services for ticket refund and exchange). The existence and amount of this fee are determined by the Agency and communicated to the Customer before his/her acceptance of the offer. The Agency has the right to apply special offers, promotions and discounts, including providing bonus amounts that reduce the final amount of the service fee, down to zero or negative cost for the Customer within marketing programs.

8. The Agency's service fee is included in the total Order cost but is a separate and independent remuneration of the Agency for the fact of providing services for organizing transportation and is considered paid for the Agency's actually performed work at the time of confirming the booking and issuing the ticket (and/or other document confirming the right to transportation). In this regard, the Agency's service fee is non-refundable.

9. In case of transportation refund, the Customer sends a notification of refusal from transportation in accordance with the technology, which can be found on the Agency's website in the "Ticket Refund" section.

10. Refund of funds for unused services under the Order is not made.

11. Due to the specifics of the technological process of processing requests and conducting the refund operation, the amount to be refunded will be calculated at the time of processing the request, not at the time of its submission. More details in the "Ticket Refund" section.

12. To exchange an air transportation, the Customer is obliged to send a request to the Agency in accordance with the technology posted on the Agency's website in the "Ticket Exchange" section. The processing time for an exchange request may be up to 24 hours from the moment of its receipt by the Agency, subject to technical capability for this operation from the Carrier. The specified period is approximate and may be extended for reasons beyond the Agency's control (including, but not limited to, delays from the Carrier, banks or payment systems). For the exchange of an air ticket, the Customer is subject to payment of an agency fee for providing reissuance services, which is charged for the Agency's actually performed work and is non-refundable in any case, including upon subsequent refusal of the Customer from transportation, flight cancellation by the Carrier or occurrence of other circumstances beyond the Agency's control. The amount of this fee is determined in accordance with clause 6.5 of Appendix 2 to this Contract.

13. Changing the personal data of any passenger in a processed and paid Order leads to the loss of validity of the tariffs agreed in the Order and is possible only by returning such a ticket, with deduction of the penalties provided by the tariff, and creating a new Order. Thus, the Customer assumes all possible commercial risks (creating a new Order, changing the tariff, changing the ticket cost, refunding funds, etc.) associated with his/her actions in allowing errors and inaccuracies in providing the data requested by the Agency when placing the Order.

14. The cost of all additional services purchased by the Customer as part of the Order (including, but not limited to: services for carrying baggage in excess of the norm, seat selection, in-flight meals, insurance, hotel booking, car rental, etc.) is non-refundable from the moment of their payment, unless otherwise expressly provided by the rules of the corresponding Additional Service Supplier. In case of refund or exchange of an air ticket, the cost of additional services is not subject to refund.

VI. Special Conditions

1. The Agency does not provide any services for individual configuration of hardware and software with an on-site visit to the user's place of residence or work.

2. In accordance with part 2 of Article 6 of Federal Law No. 152-FZ dated July 27, 2006 "On Personal Data", the processing of the user's and/or passengers' personal data is carried out for the purposes of executing this contract and the transportation contract, insurance, accommodation and other services, one of the parties to which is the Customer and/or passenger. Personal information of passengers is not subject to dissemination, except as provided by the legislation of the Russian Federation.

3. The Agency undertakes to use all personal data of the Customer and/or passengers specified by him/her during system registration and in the process of placing an Order solely for processing the sale of relevant services, user identification and support. More details in the "Security and Confidentiality" section.

4. The Agency provides Customers with the opportunity to receive free telephone consultations on issues of booking, processing, sale of air tickets and other services of suppliers. To receive these consultations, please contact the Support Service by phones indicated on the website https://www.airate.ru/contacts or by email.

5. The Agency undertakes to inform users about special promotions and offers via e-mail mailings if the user subscribed to this option when creating an order, in his/her personal account or when registering on the site.

6. To unsubscribe from the Agency's informational mailings, the user can use the option in the email itself, in the personal account, or notify the Agency in writing.

VII. Liability of the Agency and the Customer

1. For non-fulfillment or improper fulfillment of obligations under this public offer, the Agency and the Customer are liable in accordance with the current legislation of the Russian Federation.

2. The Agency is not liable for the impossibility of servicing the Customer for reasons beyond the Agency's control, including communication line failures, equipment malfunction, power outage, etc.

3. The Agency is not liable for violation of the contract-offer terms if such violation is caused by force majeure circumstances, including: actions of state authorities, fire, flood, earthquake, other natural disasters, lack of electricity and/or computer network failures, strikes, civil unrest, riots, epidemiological situation, any other circumstances, not limited to those listed, which may affect the Agency's fulfillment of the terms of this Public Offer and are beyond the Agency's control.

4. The Agency is not liable for the Customer's independent combination of tariffs for several scheduled and/or charter flights.

5. The Customer is informed that in some countries there is a ban on combining scheduled and charter flights, which is why passengers may not be allowed to fly on purchased tickets.

6. The Agency does not provide the Customer with consultations on the possibility of flying on charter flights. The decision to book a charter ticket is made by the Customer independently. The Agency's powers do not include checking the possibility of using tickets purchased by the Customer and are limited only to providing the client with assistance in booking tickets independently selected by the Customer.

7. The Customer undertakes to independently check the relevance and departure time of the charter flight. As a rule, a day before the expected departure time, this information is published in the schedule of the departure airport.

8. All information regarding schedules, seat availability on flights, tariffs and rules for their application, as well as other terms of provision of the offered services is posted on the Agency's website in full accordance with how it is presented in the booking systems by the direct service providers (Suppliers) of these services or their authorized representatives. The Agency, despite the competence and careful selection of Service Suppliers, is unable to conduct a total independent verification of the information provided by the Service Suppliers and cannot guarantee the complete absence of inaccuracies in it, and therefore is not liable to the Customer for any erroneous data about services, as well as for harm or losses caused to the Customer due to errors in the information.

9. The Agency is not liable for non-compliance by the direct service providers (Suppliers) or their representatives with the booking terms and rules of tariff application, as these terms and rules are under the exclusive jurisdiction of such Suppliers.

10. The Customer assumes full responsibility for preparing all necessary travel documents. The Customer should familiarize himself/herself and comply with all requirements of the country to which he/she is traveling, the country from or through whose territory his/her transportation is carried out, concerning the transportation of passengers, baggage and cargo, fulfillment of flight safety requirements, aviation security and requirements related to border, customs, sanitary-quarantine, veterinary, quarantine phytosanitary types of control, including regarding the processing of documents necessary for departure and arrival, visa processing conditions, valid passports, powers of attorney or other documents for children's departure, etc. The Agency is not responsible for the Customer's ignorance or non-compliance with these requirements. Non-compliance by the Customer with these requirements may entail unilateral termination of the transportation contract by the Carrier.

11. The Agency is not liable and does not accept financial and other claims from Customers or passengers in cases where a passenger is deported due to errors made by the Customer when processing documents, and for any other reasons beyond the Agency's control.

12. Financial claims presented to the Agency by Carriers or partners in case of deportation of passengers for any reasons beyond the Agency's control are subject to re-invoicing to the Customer or passenger for reimbursement.

13. The Agency is not liable for any delays, losses or consequences related to the actions or inaction of the Suppliers, including, but not limited to, flight delays, cancellations, schedule changes or denial of boarding for reasons beyond the Agency's control. All claims on such issues the Customer directs directly to the Supplier.

14. Disputes regarding the execution of this contract-offer are subject to consideration by the appropriate court in accordance with the legislation of the Russian Federation. Compliance with the pre-trial claim procedure, unless otherwise provided by law, is mandatory. A claim addressed to the Agency in writing shall be sent to the Agency's postal address or to the email address info@airate.ru. The response time to a claim is 30 working days from the moment the Agency receives the claim, unless another period is provided by law.

15. The Agency does not guarantee uninterrupted, error-free operation of the Site, Booking Systems and other infrastructure. The Agency is not liable for any direct or indirect losses incurred by the Customer due to technical failures, inability to access the Site, delays or errors in data processing, regardless of their causes.

VIII. Procedure for Amending and Terminating this Public Contract-Offer

1. The Agency reserves the right at any time to make changes to the terms of this contract-offer; if the effective date of the changes is not specifically agreed, they become effective from the moment of their publication on the Agency's website at: https://www.airate.ru.

2. The Customer's use of the Agency's website after making changes to the contract-offer is unequivocally understood by the Agency and the Customer as consent to the changes made.

3. This contract-offer may be terminated at any time at the initiative of the Customer or the Agency by sending the other party a corresponding notification by mail.

4. The Agency has the right to terminate the contract-offer at any time without prior notice in case of violations by the Customer of the order and terms of booking and payment for services.

IX. Term of the Contract-Offer

The Contract enters into force from the moment of its conclusion (acceptance of the offer) and is valid for one year. If neither party, one month before the expiration of the contract term, applies with a proposal for its termination, the contract is considered extended for the next year. The specified procedure for termination and extension of the contract applies to each subsequent year.

X. Agency Details and Contact Information

XI. Appendices

Appendices are an integral part of the contract-offer. Acceptance of the contract-offer means acceptance of all its appendices.

Appendix 1. Consent to Personal Data Processing for Visitors of the Website https://www.airate.ru

Hereby, freely, by my own will and in my own interest, I express my consent to LLC "AIRATE", INN 7713487083, legal address: 127474, Moscow, Beskudnikovskiy Boulevard, Building 24, Office 10 (hereinafter - the Company) for automated and non-automated processing of my personal data, including using Internet services Google analytics, Yandex.Metrica and others in accordance with the following list:

• source of visit to the website https://www.airate.ru (hereinafter - the Company's Website) and information of the search or advertising query;
• data about the user device (including resolution, version and other attributes characterizing the user device);
• user clicks, page views, field fillings, banner and video impressions and views;
• data characterizing audience segments;
• session parameters;
• visit time data;
• user identifier stored in cookies, etc.

I give my consent and confirm the consent of the persons indicated by me in the booking to the processing of personal data, including their transfer to third parties providing or servicing transportation, as well as to cross-border transfer of personal data. For the purposes of increasing awareness of visitors to the Company's Website about the Company's products and services, providing relevant advertising information and optimizing advertising, I also give my consent to the Company providing my personal data as a visitor to the Company's Website to agencies with which the Company cooperates.

The Company has the right to process my personal data by the following methods: collection, recording, systematization, accumulation, storage, updating, modification, use, transfer (distribution, provision, access).

This consent enters into force from the moment I access the Company's Website and is valid for the periods established by the current legislation of the Russian Federation.

For more details about our privacy policies, please read the "Privacy Policy" section.

For inquiries regarding personal data processing, please send them to the email address: info@airate.ru.

Appendix 2. List and Description of Services Provided

I. Booking, Processing and Sale of Air Tickets and Additional Services of Carriers on Scheduled and Charter Flights

Services for booking, processing and sale of air tickets and additional services of carriers on scheduled and charter flights are provided by the Agency within the framework of concluded contracts between the Agency and authorized organizations having relevant contracts with Service Suppliers.

II. Insurance

The service of combined passenger insurance for the duration of the flight (against accidents and baggage), insurance of citizens traveling outside their permanent place of residence, other insurance products are provided by the Agency to Customers within the framework of a concluded contract with the insurer JSC "Insurance". The insurance service is a related service when issuing an air ticket and cannot be issued independently without issuing an air ticket. By agreeing to the insurance service, the Customer accepts the Terms of the public offer for concluding an insurance contract and the insurance rules posted in the "Insurance" section on the Agency's website: https://www.airate.ru/insurance

III. Booking, Processing and Sale of Services: Railway Tickets, Hotels, Car Rentals, Tours, Transfers, Events

Booking, processing and sale of services of Suppliers are provided by partners of the Agency within the framework of concluded contracts between partners and Service Suppliers. The user accepts the partner's offer in the corresponding section of the Agency's website.

IV. Booking VIP Lounge at Airports

Upon the Customer's request, the Agency organizes booking of services for premium comfort lounges, accelerated flight check-in and related additional services provided at airports on the basis of contracts with direct service providers (Suppliers) in accordance with the current price list published on the Agency's website. The term and conditions for booking the service, payment procedure and refusal from a previously booked service are carried out in accordance with the rules established by the direct service providers (Suppliers), published on the website. Upon refusal from booking services, the service cost is refunded in accordance with the rules established by the direct service providers (Suppliers), published on the website.

V. Additional Services "Service Packages"

5.1. Status and Acquisition

1. Service Packages (hereinafter – "Packages") are an additional paid service of the Agency, providing the Customer with benefits in the form of exemption from part of the Agency's service fees specified in Section VI of this Offer, when performing certain operations in the future.

2. A Package can be purchased both at the time of processing and payment of an air ticket booking, and separately, after processing the booking, subject to technical capability on the part of the Agency.

3. Condition for Providing Services under the Package. The benefits of the Package apply exclusively to operations initiated by the Customer after the moment of successful payment of the Package and its activation in the Agency's accounting system. Any events, requests or operations that occurred before the moment of Package activation (including, but not limited to, already sent requests for refund, exchange, cancellation or already known flight changes) are not covered by the purchased Package.

4. Guarantees for Separate Purchase. The purchase of a Package separately from the booking is an advance payment for future services of the Agency. The Agency does not guarantee the possibility of providing services under the Package in full if the Agency's technical systems or the Service Supplier's (airline's) systems at the time of the Customer's request do not allow performing the necessary operation (for example: data correction, refund and/or cancellation, exchange).

5. The cost of the selected Package is not part of the air transportation cost and is indicated in the invoice as a separate line item.

5.2. Refund of Package Cost

1. General Rule. The cost of the Package is non-refundable to the Customer, including, but not limited to, cases of ticket refund or exchange, partial or complete non-use of the Package benefits, flight change or cancellation by the Service Provider, or voluntary or involuntary refusal of carriage by the Customer.

2. Exception. The provisions of clause 5.2.1. apply in full, unless otherwise expressly provided by the legislation of the Russian Federation, which does not allow such a restriction. In all other cases, the terms of this section are exhaustive.

5.3. Description of the Service and Procedure for Applying Benefits

1. Packages provide the Customer with financial benefits specifically regarding the Agency's service fees but do not cancel, modify or cover:

• Penalties, commissions and fees of the Service Supplier.
• The Customer's obligation to pay all applicable fees established by the Service Supplier and Section VI of this Offer.

2. Priority of Rules. All terms and fees specified in Section VI ("Penalties, Commissions and Fees...") are mandatory for application. The benefits of the Packages apply only as an exception (exemption) from these rules in the part directly indicated in the description of each Package below.

3. The Agency is responsible solely for the correct application of the Package benefits to settlements with the Customer. The Agency does not guarantee and is not responsible for the decisions, terms, actions of the Service Supplier, banks, as well as for delays caused by the Customer providing incomplete documents or force majeure circumstances.

5.4. General Terms for Providing Services under Packages

1. Business Hours. "Business hours" mean the period from 09:00 to 18:00 Moscow time on business days (Monday-Friday, excluding official holidays of the Russian Federation). Terms specified in business hours are calculated from the moment the Customer fulfills all conditions for starting processing.

2. Termination of Benefits. The Agency has the right to unilaterally terminate the Package benefits without refund of its cost upon detection of fraudulent actions or violation by the Customer of the Service Supplier's rules.

5.5. Description of Packages and Benefits Provided

PACKAGE 1: "BASIC: ERROR PROTECTION" (399 rub.)
Benefits:
• When changing the document number and/or date of birth in the ticket, the Agency fee of 1000 rub., specified in Table 6.5 of Section VI, is not charged. The Customer pays only the penalty according to the tariff established by the airline.

PACKAGE 2: "STANDARD: SAVINGS ON MANEUVERS" (799 rub.) – includes all benefits of Package 1.
Additional benefits (discounts on Agency fees):
• When refunding an air ticket (regardless of the reason): The Customer is exempt from paying the Agency fee for after-sales service in the amount of 8% / 13% (depending on the order source), specified in Table 6.5 of Section VI of Appendix 2. Only 2%/4% is charged depending on the time of application for booking cancellation, as well as Penalties established by the airline.
• When exchanging (rebooking) an air ticket: the Agency fee of 2000 rub., specified in Table 6.5 of Section VI of Appendix 2, is not charged. The Customer pays only the difference in tariffs and all airline penalties.
• Priority Processing and Refund: Requests for refund/exchange and subsequent refund of funds by the Agency are processed on a priority basis within the terms specified in clause 6.7 of this Appendix 2.

PACKAGE 3: "EXTENDED: FLEXIBILITY BEFORE DEPARTURE" (1,199 rub.) – includes all benefits of Package 2.
Additional benefits:
• Discount on Cancellation: when canceling an air ticket at the Customer's request, the Agency commissions of 2% or 4%, specified in clause 6.3 of Section VI, are not charged. Only airline penalties apply.
• Assistance in cancellation on the day of departure (subject to technical possibility) and priority support (on the terms of the original description).
• Refund is made within up to 7 days (inclusive), instead of the standard 30 (subject to technical possibility). The Agency is not responsible for the time that may be increased during payment processing by the bank. The service is considered rendered if the Agency sent the payment of funds to the client within 7 days; confirmation may be an extract from the bank-client.

PACKAGE 4: "PREMIUM: WORRY-FREE" (1,399 rub.) – includes all benefits of Package 3.
Additional benefits:
• Informational and organizational assistance in case of flight problems on a priority basis.
• No additional Agency commission is charged for processing additional services; you pay only the Service Supplier's fee.
• Priority service at all stages until we select a flight that meets your requests.
• In case it is impossible to select the desired flight, we will request a forced refund from the carrier and refund the full cost of the air ticket, except for carrier penalties, and minus our service fee if provided by the tariff.

VI. PENALTIES, COMMISSIONS AND FEES OF THE AGENCY. AFTER-SALES SERVICE. ADDITIONAL SERVICES.

6.1. General Provisions. Independence of Agency Services

1. The Agency provides the User with two main categories of services:

• Service for accompanying the conclusion of an air transportation contract (order processing). This service is considered rendered by the Agency at the moment of completing the booking and issuing the invoice. The cost of this service (Agency service fee) is non-refundable in case of cancellation, voluntary or forced refusal from transportation or order change on any grounds, since it does not depend on the execution of the transportation contract and is an independent legal relationship.
• After-sales services (described in clause 6.2), provided on a paid basis at the User's request after order processing.

2. All financial relationships during operations with booking include:

• Penalties and fees of the Service Supplier (airline), determined by its rules.
• Service fees (commissions) of the Agency for performing operations on behalf of the User, established by this section.

6.2. After-Sales Services

1. After-sales services are provided by the Agency on a paid basis at the User's requests during the period from the moment of order processing until the completion of transportation (or termination of the transportation contract).

2. The cost of services provided within the framework of after-sales service is indicated in clauses 6.3., 6.4., 6.5.

3. A request for after-sales service can be submitted exclusively through the platform functionality (Personal Account) or approved communication channels of the Agency.

4. After-sales services include:

• Processing requests for air ticket exchange (changing booking parameters).
• Processing requests for air ticket refund or cancellation.
• Processing requests for changing personal data in the booking.
• Adding new or changing existing additional services in the order at the User's request.
• Providing additional information about the order at the User's request.

5. If the order payment was accepted by a third party (partner, aggregator) without the Agency's participation, after-sales service is carried out by this supplier on its terms. The Agency is not obliged, but may provide assistance in communication with such a supplier.

6.3. BOOKING CANCELLATION (VOID)

1. Definition. Cancellation (Void) is the cancellation of a booking on the day of its issuance before the airline's penalty fees come into effect, or a cancellation request made to process a subsequent airline ticket refund.

2. Terms and Guarantees.

• Technical possibility of cancellation is determined by the rules of the specific tariff and the airline's policy.
• The Agency does not guarantee the possibility of cancellation, even if the request is sent on time.

3. Agency Fees for Processing a Cancellation Request:

• If the request is received 24 or more hours before departure: 2% of the order amount per passenger (subject to technical possibility).
• If the request is received less than 24 hours before departure: 4% of the order amount per passenger (subject to technical possibility).

4. Consequences of inability to cancel. If cancellation on the day of ticket issuance is impossible, the booking can only be canceled through the refund procedure with the application of all airline penalties and corresponding Agency fees according to Table 6.4.

6.4. AIR TICKET REFUND

The fees specified below are mandatory. Exemption from their payment or reduction is possible only upon purchase of the corresponding Service Package according to Section V of this Offer.

In case of booking air tickets for a "round-trip" and/or complex itinerary, air tickets may be issued on different forms. In this case, we draw your attention to the fact that for each direction, Suppliers may establish different rules and terms of tariff application, including, but not limited to, different baggage allowance norms, order change/refund terms. In case of exchange/refund of an order, the Client's submission of a request for order change/refund is processed for each air ticket. Tariff application rules apply to each air ticket separately. In case of flight cancellation/rescheduling by and at the initiative of the Supplier, the Client may be offered an alternative option for booking or air ticket refund at the discretion of the Supplier and exclusively for flights issued within one air ticket. In case of the Client submitting a request for order change/refund due to illness/death of a passenger or his/her close relative or due to visa refusal, documents confirming the reason for the request will be considered separately for each air ticket. The final decision on the possibility of making a change/refund is made by the Supplier; the Agency is not responsible for the Supplier's decision.

Note to clause 6.4:
The Agency fees specified in this table apply in full, unless otherwise provided by the terms of the Service Package purchased by the Customer. Exemption from payment of certain fees, their reduction or other benefits are provided exclusively in accordance with the terms of Section V ("Additional Services 'Service Packages'") of this Appendix 2.

6.5. ADDITIONAL SERVICES

6.6. Procedure for Application and Payment

1. All Agency fees are deducted from the funds to be refunded to the Customer or are paid by the Customer separately before performing the operation.

2. Agency fees and Service Supplier penalties are calculated and deducted cumulatively.

3. The fact of order payment by the Customer means unconditional agreement with the terms of this section.

6.7. Procedure and Terms for Processing Refunds

1. Request Consideration Period. Consideration of a refund request (both voluntary and forced) and performing all necessary operations may take up to 30 (thirty) calendar days. This period includes:

• Verification of documents provided by the User.
• Performing the technical refund operation with the Service Supplier.
• Waiting for receipt of funds from the Service Supplier to the Agency's account.
• Internal verification and transfer procedures.

2. Refund of Funds to the User. After receiving funds from the Service Supplier and completing verification, the Agency initiates the refund of amounts due to the User (minus applicable fees according to clauses 6.4. and 6.5.) within a period not exceeding 10 (ten) calendar days. The actual crediting of funds to the User's card depends on the timing of his/her bank.

3. Basis for Calculation. The amount of funds to be refunded to the User is calculated on the date of operation processing by the Service Supplier, not on the date of the initial purchase.

Appendix 3. Interface for Independent Booking and Payment of Services of Suppliers and the Agency

On the main page of the website https://www.airate.ru there is a form for entering search parameters for air tickets, railway tickets. The Customer independently specifies the flight direction, dates, required number of tickets, including passenger types (adults, children, infants without a seat).

After submitting the request via the search form, the Customer proceeds to the search results stage. Here, according to his/her own preferences, using sorts and filters, the Customer selects the most suitable result, then proceeds to the stage of viewing details of the selected flight and processing. The Customer is offered to enter passenger data manually or, by logging in with an existing account, select passengers from data saved in his/her personal account on the website https://www.airate.ru. All data must be entered correctly and should not be duplicated by the Customer in other, non-canceled or paid orders. The Agency is not responsible for any consequences related to the user placing more than one order for one passenger with the same parameters, including if at the time of creating a duplicate booking the initially created booking was not paid by the Customer, and also has the right to cancel one of such or both bookings upon their detection.

The Customer familiarizes himself/herself with all booking terms during the booking process. If the Customer does not understand any transportation terms, including terms of refusal, refund, exchange or making any changes to the processed Order, the Customer must clarify the necessary information with the Site Support Operator by phone or through the feedback form located on the site.

When making a booking, the Customer must fill in all fields indicated in the booking dialogue as "mandatory" for filling. The Customer, at his/her discretion, supplements the Order with related services of suppliers from available ones.

Independently created orders are final in nature and are subject to automated processing in the Agency's Data Processing System.

By paying for an independently created order, the Customer confirms his/her agreement with this Offer Contract, as well as agreement with all details of his/her trip, including flight dates, departure and arrival times, connections, passenger data, service class, etc.

The booked Order must be paid by the Customer within the time specified after placing the Order (time limit), by any of the available payment methods indicated in the order. These can be bank card, electronic wallets, cash payment in communication salons. More about payment on the website page "Payment Methods".

After the Customer makes the payment, electronic air tickets are automatically generated in the Booking System. The issued air tickets appear in the order and the Customer's personal account on the website, and are also sent to the email address specified when placing the order. In some cases, air ticket issuance takes longer from the moment of Order payment. This information may relate to charter transportation.

In case of untimely receipt by the Agency of information about Order payment, booking cancellation by the carrier or the Agency is possible in case of the payment time limit for the order being reached. In this case, the order is considered canceled and cannot be restored by processing it by the Agency.

The current version of the booking process is available on the website at: https://booking.airate.ru.

Appendix 4. Interface for Storing and Editing Customer User Data – Personal Account

The "My Orders" section is a closed area of the Agency's website, accessible only to Users who have completed the registration procedure, and contains information on all User's Orders, personal settings and tools for working with the automated booking system, namely:

• Subsection "Passenger Data" – a mechanism for storing and editing passenger data for subsequent bookings on the Agency's website.
• Subsection "Personal Data" – a mechanism for storing and editing Order delivery addresses, contact information and User registration data.
• SMS Notification Management Service – a mechanism for setting up SMS notifications about the booking and order processing procedure via the Agency's website.
• Authorization – a mechanism for authenticating a User registered in the system by login and password for the purpose of providing the ability to use the Agency's services.

Appendix 5. Means of Information Support and Escort of Orders Created on the Agency's Website by the Customer

• Schedule – a section of the Agency's website providing information on the schedule of regular flights for the current season, etc.
• E-mail Notifications – a mechanism for notifying by email about the progress of booking and order processing via the Agency's website.
• Interactive Help – The Agency provides free informational support to the Customer in the form of messages and tips within the interface during the booking dialogue on the site, as well as in the "Help" section of the website about all details that may affect the course of providing booking and order processing services.
• Support Service – provides free consultation and escort to the Customer during booking and order processing on the Agency's website via telephone, email or the website's feedback form.