Service terms — ordering, payment and cancellation

SERVICE TERMS · MOSCOW WELCOME

Version: 25 October 2026. These terms apply to information, consultation and local coordination services ordered from Moscow Welcome at https://moscowwelcome.com/.

1. Who provides the service

The provider is individual entrepreneur Igor Aleksandrovich Fedorov — ИП Федоров Игорь Александрович, INN 911109350454. Local assistance is provided in Moscow, Russia. Contact: info@moscowwelcome.com; telephone / WhatsApp +7 977 473-25-82.

2. Your individual order

Start with an enquiry describing your task, dates and preferred language. Before you are asked to pay, we send a written order confirmation specifying the service name, what work and result are included, the format and place, language, date or completion period, total price in Russian roubles, any separately payable third-party costs, and when payment is due. You can request changes or decline the proposed order before accepting it.

An enquiry or a request for a quote does not create a payment obligation. The contract is concluded when you explicitly accept these terms and the individual order in writing or, after being shown both, pay that order. The agreed order forms part of the contract. An increase in the scope or price requires your prior agreement.

3. Scope and third-party providers

Our work consists of the consultation, preparation, communication support, accompaniment or coordination expressly listed in your order. Banks, mobile operators, notaries and authorities make their own decisions. An order for our assistance does not promise a bank account, SIM activation, visa or official approval. If a specialist or another provider is engaged, we explain who contracts with you, what that provider delivers and which charges are separate before you agree.

4. Price, payment and receipt

The total payable amount is confirmed in roubles before payment. The individual order states whether payment is due before work begins, in agreed stages or after completion. No recurring charge is created by a one-off order. Where online payment is offered, the payment page identifies the service and amount and is processed by Robokassa. A payment receipt is sent to the email address or telephone number supplied for that purpose.

5. Receiving the service

The date, meeting arrangements or remote communication channel, duration or completion deadline, and any written materials included are specified in the individual order. Physical delivery is not required for a consultation or accompaniment service. We contact you if an agreed deadline cannot be met. A different date, substitute service or additional fee requires your agreement; your statutory rights remain available.

6. Cancellation and refunds

You may cancel a service at any time by contacting us. For a consumer cancellation, only actual, documented expenses directly connected with fulfilling your particular order may be retained where the law allows. A cancellation penalty or automatic non-refundable deposit is not applied. If work has not started and no such expenses have been incurred, the advance is refunded in full.

If the service is not provided, is late or has a defect, the remedies and deadlines required by applicable consumer law apply. These terms do not limit your right to an appropriate correction, price reduction, cancellation, refund or other statutory remedy.

Send a cancellation or refund request to info@moscowwelcome.com, or use the telephone / WhatsApp contact above. Give the order number, payment date, contact details and your request. Do not send your card security code, full card details or passport scans in the initial message. We confirm the calculation of any lawful deduction and arrange the refund to the original payment method. The amount due is returned within 10 calendar days of receiving the request, unless the law requires a shorter period. Your bank’s posting time may be separate.

7. Illustrated PDF guides and digital delivery

When a personalised digital guide is offered for sale, its product page will identify the language, included chapters and geographic scope, edition date, file format (PDF), exact total price in Russian roubles, and the method and expected time of delivery before you confirm an order. The book is a fixed edition compiled from the selected materials at the time of the order, not a subscription or a promise of free future updates. Public web articles remain available separately.

The digital edition may include numbered points of interest, useful addresses, linked map references and, if you explicitly choose to add it, a hotel location. Addresses, attractions and opening information may change after the edition has been generated. The PDF is an independent travel-planning reference, not a live transport map or official advice. Third-party museum tickets and hotel bookings are separate purchases under their own terms.

When digital checkout becomes available, a payment instruction or order-confirmation message will show the individual product and applicable conditions. The order is fulfilled only after the payment provider has confirmed payment to our server. A protected download is then made available to the purchaser; opening a return or success page alone is not proof of payment. Contact us if delivery fails, the file is corrupted, or its content is materially different from the description.

Cancellation, withdrawal and refunds for a digital product are handled in accordance with applicable mandatory consumer law and the circumstances of the order. We do not impose a blanket exclusion of statutory refunds merely because a file has been downloaded. We will provide the conditions for each product before checkout and handle complaints using the contacts below.

Current availability: personalised paid PDF checkout and automatic delivery are still under technical testing and are not yet available for purchase. Free guides and free browser-generated planning lists are not paid products.

8. Questions, personal data and changes

For a problem with an order, contact the provider using the details above. You do not need to cite a law or use a particular form. Information about handling enquiries and personal data is available in Privacy, sources & disclosures. Mandatory consumer protections apply. Changes to this page apply to future orders; an accepted order keeps the terms agreed at the time of acceptance unless both sides agree otherwise.