+79012829337OFFER (TERMS OF USE FOR THE LUXOR CONCIERGE SERVICE)
These terms of use for the Luxor Concierge service (hereinafter referred to as the “Terms”) are the terms and conditions for servicing customers of the Luxor Concierge service (hereinafter referred to as “Luxor Concierge”).
- TERMS AND DEFINITIONS.
1.1. Offer — this document governs the relationship between the Client and Luxor Concierge and contains all the essential terms and conditions of the offer to Clients (an indefinite group of persons) who have expressed their willingness to enter into a contractual relationship with Luxor Concierge by accepting these Terms.
1.2. Acceptance of these Terms shall be deemed to be implied by the Client’s actions (the Client’s actions to fulfill the conditions specified in the Terms) in relation to Luxor Concierge, including the Client’s full or partial payment for services/assignments, such as payment with Points, in accordance with the terms and conditions of this Offer.
In the event of acceptance of the Terms specified below (acceptance of these Terms) and performance of the actions described in this Offer, the agreement between the Client and Luxor Concierge shall be deemed concluded on the terms and conditions set forth in this Offer.
Acceptance of the Offer means the Client’s full and unconditional agreement to its terms and conditions. Acceptance of the Offer confirms that all and any terms and conditions of the Offer are accepted by the Client in full and without any reservations or restrictions, and acceptance of the Offer confirms that the Client is familiar with all the terms and conditions for the provision of Services, the execution of assignments, and other conditions of these Terms, that the Client understands all the terms and conditions for the provision of Services, the execution of assignments, and other conditions of the Terms, that the Client has exercised their right to receive from Luxor Concierge all and any clarifications regarding any terms of the Offer, and also confirms that the terms and conditions for the provision of Services and execution of assignments fully correspond to the will, needs, and requirements of the Client
1.3. Luxor Concierge — a company that provides concierge services.
1.4. Services — concierge services provided by Luxor Concierge.
1.5. Client — a legally competent individual who has reached the age of 18 and has the legal right to enter into contractual relationships, including placing an order for Luxor Concierge services, or who is specified as the recipient of the Service, or who otherwise uses the Services provided by Luxor Concierge.
1.6. Order — a formal request by the Client to receive Luxor Concierge Services selected from the list of Luxor Concierge Services. Each Order has an individual number.
1.7. Points — a fixed numerical value established by Luxor Concierge terms and conditions, equivalent to an amount in rubles. Points are calculated using the following formula: bet amount for the month * return percentage = deposit amount for the concierge service. The amount of the refund depends on the individual bet amount and can be 0.2%, 0.3%, or 0.4% per month. Internal exchange rate: 1 point equals 35 rubles. The bet amount and return percentage are individual and determined separately for each customer.
1.8. Support Service — a customer support service that monitors incoming requests and maintains feedback with Customers in the manner specified in these Terms, including through a feedback form and a special chat in the Telegram messenger.
1.9. Service Providers — air, rail, and road transport carriers, accommodation providers, insurance companies, consolidators, law firms, and other contractors.
1.10. Booking and organization — Luxor Concierge provides a range of services and executes a range of assignments, including: organization, booking, payment to third parties (if possible and necessary), as well as receiving and transferring to the Client the documents necessary for the Client to receive services (for travel, purchase of goods), other necessary and sufficient services within the scope of the Order agreed upon by the Parties at the discretion of Luxor Concierge.
1.11. Cardholder — the person in whose name the bank card is issued. - GENERAL TERMS AND CONDITIONS.
2.1. These Terms are posted in the Telegram bot.
2.2. These Terms set forth the terms and conditions for using the Service.
2.3. If you do not accept all the Terms, please refrain from using the Service.
2.4. Luxor Concierge reserves the right to amend the Terms at any time. Such changes shall come into force and take effect from the moment they are published in the new edition.
2.5. Luxor Concierge, on behalf of the Client, undertakes to perform legal and other actions related to:
2.5.1. Booking rooms in accommodation facilities (hotels, resorts, sanatoriums, guesthouses, etc.);
2.5.2. Booking airline and railway tickets, as well as tickets (travel documents) for other types of transport;
2.5.3. Organizing VIP meetings and farewells (organizing VIP services at airports);
2.5.4. Organizing the rental of vehicles through vehicle rental and leasing companies;
2.5.5. Organizing the rental of villas and apartments;
2.5.6. Organizing the booking of passenger taxi transportation, car rental with a driver, transfers;
2.5.7. Organizing flights on private planes/helicopters;
2.5.8. Booking yachts and boats;
2.5.9. Searching for Fitness & Spa offers and organizing Wellness programs;
2.5.10. Other assignments on the conditions and in the manner established by these Terms, as well as in other documents related to these Terms, and the Client undertakes to accept such assignments, make payments, including payments with Points, such as payment of actual expenses incurred by Luxor Concierge and remuneration to Luxor Concierge, in accordance with the conditions of these Terms, as well as the terms and conditions of other documents related to these Terms, properly and in full.
2.6. Luxor Concierge undertakes, at the Client’s request, to provide services related to:
2.6.1. Assistance in obtaining medical insurance for travel abroad;
2.6.2. Organizing excursion programs;
2.6.3. Booking tables in restaurants/clubs/bars, including selection and recommendations;
2.6.4. Booking tickets for events (theaters, sports, other entertainment), including selection and recommendations;
2.6.5. Organizing access to landmark cultural events and private events;
2.6.6. Organizing the purchase by the Client (including subsequent delivery) of flowers, gifts, and other goods, taking into account the applicable legal restrictions of both the Russian Federation and other countries, if such restrictions are related to the specific goods being purchased;
2.6.7. Searching for organizations that provide interpretation and translation services, personnel recruitment services, legal, visa (migration), and other services as agreed by the Parties;
2.6.8. Providing information and reference support to Clients on various topics within the competence of Luxor Concierge;
2.6.9. Other services on the conditions and in the manner established by these Terms, as well as in other documents related to these Terms, and the Client undertakes to accept such Services, make payment in accordance with the conditions of these Terms, as well as the terms and conditions of other documents related to these Terms, properly and in full.
2.7. When carrying out assignments, Luxor Concierge acts as the Client’s agent, that is, on its own behalf and at the expense of the Client. In the process of fulfilling the obligations agreed upon in the Order, Luxor Concierge has the right to engage third parties (Service Providers) at its discretion to provide Services and fulfill assignments. The services listed in the Offer are not the property of Luxor Concierge. The Service Providers are the direct executors of the Services provided.
2.8. Luxor Concierge does not participate in (including on behalf of the Client) or register the Client for giveaways, lotteries, or other gambling activities.
2.9. Luxor Concierge does not independently provide Clients with consulting services on banking issues (including comparison of deposit and loan rates, selection of financial institutions and their products), as well as on investment issues and financial strategy development.
2.10. Luxor Concierge does not independently provide consulting services on visa (migration) and similar issues.
2.11. Luxor Concierge reserves the right to refuse to accept an Order from a Client if the subject matter of the Order does not fall within the competence of Luxor Concierge or relates to issues that are subject to special legislative regulation in the Russian Federation, in terms of the political situation in the world, as well as restrictions imposed on the basis of territory, citizenship, migration, and currency issues.
2.12. Luxor Concierge provides the Client with reliable information about the composition and characteristics of the Services. Services may be provided directly to the Client by Service Providers — tour operators, carriers, accommodation providers, retail and catering organizations, insurers, and other persons providing services organized at the request/on behalf of the Client, or selling goods. Luxor Concierge shall not interfere with the actions (inaction) of Service Providers or influence their pricing in any way (by offering the Client specially reduced prices, bonuses, discounts, or other privileges).
2.13. If, according to the Supplier’s terms and conditions, the Client is required to make an advance payment of one hundred percent of the cost of the Service provided/goods purchased, or to make a partial payment, Luxor Concierge shall reserve goods and services, as well as any other services and assignments, only after the Client has complied with the Supplier’s requirements. Luxor Concierge is not obligated to search for Suppliers who provide Services or goods without prepayment.
2.14. Since Luxor Concierge employees are not personal assistants to the Client, no specific Luxor Concierge employee can be assigned to the Client, and Client service is provided by any Luxor Concierge employee processing Orders in accordance with the work schedule established at Luxor Concierge.
2.15. Since Luxor Concierge does not control the process of data transfer across the Internet via commercial access operators’ networks and cannot know the level of information security on the computer/smartphone used by the Client, Luxor Concierge does not provide the Client with any guarantees of secure transfer of information via the Internet from the Client’s computer/smartphone to the Service. The Client uses the Internet at their own risk and is responsible for taking measures to protect their personal information and personal computer/smartphone from unauthorized access by third parties. - SERVICE PROVISION PROCEDURE.
3.1. Before using the Services, the Client undertakes to familiarize themselves with these Terms, their cost, the terms of application of tariffs, and other necessary information. Only by agreeing to these Terms and the service provision rules set by the Service Providers, can the Client proceed with the order and payment for services. Payment for services implies unconditional acceptance of the Terms and the procedure for the provision of services by Luxor Concierge.
3.2. The Client undertakes to independently verify that they have the right to leave the Russian Federation as well as to move freely within its territory.
3.3. Luxor Concierge undertakes to:
3.3.1. Provide Services/fulfill assignments in the manner and under the conditions established by these Terms;
3.3.2. Provide the Client with information received from Suppliers about the consumer properties of Services and goods.
3.4. Luxor Concierge has the right to:
3.4.1. Refuse to provide the Service/execute the assignment in the event of a violation by the Client of the payment procedure established by these Terms or additionally agreed upon by the Parties, as well as in cases of failure to provide or untimely provision by the Client of information and documents necessary for the provision of the Service/execution of the assignment, or violation by the Client of other obligations established by these Terms (including in the event of repeated non-compliance/violation by the Client of any agreements between the Parties on specific Orders), with the application of consequences regarding compensation by the Client for the expenses actually incurred by Luxor Concierge.
3.4.2. Receive commissions, agency fees, discounts, and other forms of remuneration from Suppliers of Services and goods for attracting clients and selling certain types of services (goods), and retain them at its disposal.
3.4.3. Refuse to provide the Client with contact information about Luxor Concierge employees or management, or establish specific terms and conditions for using channels of communication with such employees strictly within the framework and at the discretion of Luxor Concierge.
3.4.4. Provide Services and execute assignments within the minimum time frame necessary for the proper performance of obligations, at its discretion.
3.5. The Client undertakes to:
Make timely payment for Luxor Concierge Services in accordance with the conditions of these Terms and reimburse Luxor Concierge for actual expenses incurred.
3.5.1. Within the time limits set by Luxor Concierge, provide a set of documents necessary for the provision of Services and execution of assignments (including internal passport, foreign passport, questionnaire information), provide information and submit other documents and any other information (including links to social media accounts, biographical information, etc.) requested by Luxor Concierge.
The Client shall be notified separately, either verbally or in writing, of the specific set of required documents or information and the deadline for their submission.
3.5.2. Provide Luxor Concierge with accurate and reliable information about their address and contact telephone number necessary for prompt communication with the Client.
3.5.3. Inform Luxor Concierge in advance in writing of any circumstances preventing the provision of Services/execution of assignments (travel), including, but not limited to:
- various types of illnesses of the Client and related medical contraindications (including those related to different types of transportation, changes in climatic conditions, characteristics of national cuisine, use of medications, etc.);
- past conflicts with State authorities, including bans on entry into a specific country or group of countries; restrictions on the right to leave the Russian Federation imposed by the Federal Bailiff Service or other competent authorities;
- the Client’s foreign citizenship, the visa regime established between the country of departure and the country of which the Client is a citizen, if they are not a citizen of the Russian Federation;
- the need for the Client to obtain special permits or approvals from third parties or competent authorities, including: obtaining an entry/exit visa, consent for a child to travel abroad, obtaining a child’s own foreign passport, permission to export weapons, permission to export animals, permission to export art treasures, and other permits and approvals.
3.5.4. In a timely manner (one day before the start of the trip/use of Services), clarify with Luxor Concierge the dates of the trip (provision of Services), the schedule of transfers and other services, the place and time of gathering of excursion groups, other essential conditions and information.
3.5.5. Prior to the commencement of the trip/provision of Services, obtain and print (if received electronically) the documents necessary for the trip/provision of Services, review the specified documents, and notify Luxor Concierge immediately of any deficiencies found in the documents.
3.5.6. Comply with the rules for leaving and entering the Russian Federation, the rules for entering the country (place) of temporary stay, leaving the country (place) of temporary stay, and the rules for staying there, as well as comply with the specified rules in countries of transit.
3.5.7. Comply with the laws of the country (place) of temporary residence, respect its social structure, customs, traditions, and religious beliefs.
3.5.8. Observe personal safety rules during the trip.
3.5.9. Treat third-party property with due care and caution, comply with the rules established by third parties for the use of such property, not cause damage to third-party property, and independently and at their own expense compensate for any damage caused on the spot in agreement with the person to whom such damage was caused.
3.5.10. Immediately inform Luxor Concierge, as well as representatives of the host party, about the failure to provide or improper provision of services by Suppliers;
3.5.11. Inform all participants of the trip accompanying the Client, as well as other interested parties, of the content of these Terms and all information provided by Luxor Concierge to the Client, if the Client has accepted this Offer not only on their own behalf, but also on behalf of or in the interests of other persons specified by the Client; in this case, the Client guarantees that they have the authority to carry out the transaction in the interests of others.
3.6. The Client has the right to:
3.6.1. Refuse to accept this Offer, provided that Luxor Concierge is compensated for the actual expenses incurred in connection with the performance of its obligations in relation to the provision of Services to the Client (The amount of the actual expenses incurred by Luxor Concierge depends to a large extent on the Suppliers of Services and goods. Such actual expenses incurred, depending on the specific circumstances and the timing of the Client’s refusal, may amount to up to 100% of the total cost of services and assignments).
3.6.2. Submit a claim to Luxor Concierge strictly within the limits specified by these Terms and the legislation of the Russian Federation. Luxor Concierge is not obligated to communicate with the Client regarding the submitted claim, but is obligated to provide a single official, substantiated response to the claim.
- FEATURES OF EXECUTING INDIVIDUAL SERVICES/ASSIGNMENTS.
4.1. Luxor Concierge does not provide the Client with air or rail transportation services (hereinafter referred to as “transportation”). Luxor Concierge exclusively provides services and executes assignments related to booking and issuing tickets. Transportation services and any services related to transportation are provided to the Client by carriers. Luxor Concierge is not a party to the conclusion of the contract of carriage (Article 786 of the Civil Code of the Russian Federation, Article 104 of the Aviation Code of the Russian Federation). Luxor Concierge hereby notifies that passenger transportation is carried out in accordance with the internal rules of the carrier company. The terms and conditions of transportation are posted on the official websites of airlines and other companies.
4.2. Luxor Concierge does not provide hotel services (accommodation services) to the Client. Luxor Concierge exclusively provides services and executes assignments related to booking rooms at accommodation facilities. Hotel services are provided to the Client directly by the accommodation facility.
4.2.1. The accommodation provider has the right to independently establish terms and conditions for staying and using services in places where hotel services (accommodation services) are provided, and such terms and conditions shall be communicated to the Client by the accommodation provider in an accessible form.
4.2.2. The Client has the right to independently familiarize themselves with the terms and conditions of residence and use of services, as well as the terms and conditions for the provision of hotel services, posted on the official website of the accommodation facility on the Internet.
4.2.3. Luxor Concierge shall not be liable for any damage caused by the Client to the accommodation facility, the property of the accommodation facility, or third parties on the premises of the accommodation facility. Compensation for any such damage shall be paid by the Client independently.
4.3. Luxor Concierge does not provide the Client with transfer and/or transportation services by passenger taxi. Luxor Concierge exclusively provides services and executes assignments related to the organization of transfers both within the Russian Federation and outside the Russian Federation. Transfer services and any related services are provided to the Client (and/or other passengers) by a company that provides the relevant services, which is selected at the request of the Luxor Concierge Client to provide them to the Client (and/or other passengers).
Information regarding transfer routes within the Russian Federation or beyond its borders, fares, prices for additional services, terms and conditions for the carriage of baggage and hand luggage, as well as any other information of interest to the Client, can be obtained by contacting Luxor Concierge staff via the channels agreed upon by the Parties — messengers, as well as by email and the telephone hotline.
4.3.1. Luxor Concierge cannot guarantee that the driver of a passenger taxi will choose a specific route to deliver the Client (and/or other passengers) to the address specified in the order (for example, the shortest route in order to minimize the Client’s expenses), or that cars of a specific make or class will be available.
Rates, prices for additional services, surcharges, and discounts are set, changed, and supplemented solely at the discretion of the carriers providing passenger taxi transportation services. Luxor Concierge cannot guarantee that the rates, prices, surcharges, and discounts applicable at a given time will remain unchanged in the future.
4.3.2. Luxor Concierge draws the Client’s attention to the need to comply with the carrier’s rules and requirements, as well as the rules of conduct for passengers in the vehicle and compliance with generally accepted norms of behavior and public order. Violation of these rules and requirements by the Client (and/or other passengers) may result in negative consequences for the Client (and/or other passengers), including refusal by the carrier-service provider to provide services to the Client (and/or other passengers) and the application of penalties to the Client for violating the terms and conditions of the carrier-service provider. Luxor Concierge shall not be liable to the Client (and/or other passengers) in the event of a breach by the Client (and/or other passengers) of the rules and requirements specified in this clause.
4.3.3. Damage caused to the carrier’s property through the fault of the Client shall be compensated by the Client. Luxor Concierge shall not be liable for any damage caused to Service Providers through the fault of the Client.
4.4. The organization of the Client’s purchase (including subsequent delivery) of flowers, gifts, and other goods (hereinafter referred to as “goods”).
4.4.1. Luxor Concierge is not a party to contracts for the sale of goods purchased by the Client or for the provision of paid delivery services. Luxor Concierge exclusively fulfills the Client’s assignment regarding the search, recommendation, organizing the purchase and delivery of various (non-prohibited) goods, both in the Russian Federation and outside the Russian Federation, taking into account the restrictive measures established by both the legislation of the Russian Federation and the legislation of foreign States related to the goods being purchased. The party to the contract of sale/provision of services for consideration is the Supplier of Services or goods selected by Luxor Concierge at the Client’s request. In separately agreed cases, Luxor Concierge, acting as the Client’s agent, transfers funds to the Suppliers of Services or goods on behalf of the Client, while Luxor Concierge does not take any responsibility for the actions (inaction) of the Service Providers (Suppliers of goods) and does not become a party to the transaction between the Client and the Service Provider (Supplier of goods). The Company does not guarantee the performance of obligations by the Client or the Service Provider (Supplier of goods).
Under no circumstances shall the Company be liable for the quality and consumer properties of the goods, as well as for the actions (inaction) of Service Providers engaged in the delivery (transportation) of goods to the Client.
Information regarding tariffs, prices for goods/services, terms and conditions for transportation, exchange (return) terms and conditions, as well as other essential terms and conditions of interest to the Client, can be obtained by contacting Luxor Concierge staff by telephone (including via channels agreed upon by the Parties, such as instant messengers) or by email.
The Client’s Оrder must contain a clear and complete description of the requested goods, excluding the possibility of misinterpretation. Namely, but not limited to: weight, color, volume, characteristics, brand, model, composition, configuration, etc.
4.4.2. The Client undertakes to independently clarify the formalities, terms and conditions, and procedures for compliance with the customs legislation of both the country of export and the country of import of the goods requested for purchase. If possible, Luxor Concierge shall inform the Client of the information available to Luxor Concierge regarding a specific Order.
4.4.3. Luxor Concierge is not responsible for the information provided by the Service Provider (Supplier of goods) regarding the rules for exchanging (returning) goods of any category, for the quality and other characteristics of the goods, but only assists the Client in the communication process, including the resolution of disputes.
The Supplier (seller) of the goods may refuse Luxor Concierge or the Client to exchange/return the purchased goods in certain cases specified by regulatory legal acts, or require the Client to be present in person when returning/exchanging the goods and to present a document proving the Client’s identity.
4.4.4. Luxor Concierge has the right to refuse to organize the purchase of goods that are restricted or withdrawn from trade, in other cases provided for by applicable law, as well as in cases where this violates ethical and moral standards. The Company reserves the right to refuse a Client delivery of goods that are subject to restrictions or prohibitions on transportation (weapons, medicines, radioactive substances, precious metals, covert surveillance devices, luxury goods, etc.).
4.4.5. The Client guarantees that all goods requested by them are purchased by the Client exclusively for personal household needs (personal use).
4.5. Informational and referential support for Clients on various topics.
4.5.1. Luxor Concierge searches for and selects information (data, facts) on the subject (question, task) specified in the Client’s request at its discretion, based on its professional expertise. The inclusion of any suppliers, providers, contractors, performers, or other legal entities, individual entrepreneurs, or individuals (hereinafter referred to as “suppliers”) in the selection of recommendations provided to Clients is the sole responsibility of Luxor Concierge.
4.5.2. Luxor Concierge selects Service Providers (Suppliers of goods) at its discretion, while the Client is given the right to choose a specific Supplier from among those presented by Luxor Concierge. Luxor Concierge reserves the right not to include in its recommendations any suppliers that Luxor Concierge considers unreliable (based on experience, business reputation, reviews), or for which the available information does not allow conclusions to be drawn about their reliability.
If the Client gives a direct instruction to Luxor Concierge to compile a selection of Service Providers (Suppliers of goods) that meet the criteria strictly specified by the Client, such a selection shall be made by Luxor Concierge in exceptional cases, and the selected Suppliers shall not be considered as selected by Luxor Concierge.
4.5.3. All recommendations are for informational and reference purposes only and do not constitute direct instructions to the Client to take any action (or refrain from taking any action). All decisions made by the Client based on the recommendations provided by Luxor Concierge must be made independently by the Client, taking into account their own preferences. Luxor Concierge shall not be liable for such selections, and all disputes and/or claims arising therefrom shall be resolved by the Client independently and directly with the relevant Supplier. - PROCEDURE FOR INTERACTION BETWEEN THE PARTIES AND PROCEDURE FOR SETTLEMENT.
5.1. The Client’s order for the provision of Services shall only be confirmed after corresponding confirmation by Luxor Concierge. Luxor Concierge’s obligation to provide the Services shall arise only after full payment for such Services, unless otherwise agreed by the Parties.
The information provided to the Client as part of the Order is valid at the time of processing the Order. Luxor Concierge does not monitor further changes in the price or terms and conditions of service provided by the Service Provider (sale of goods by the Supplier of goods), including the availability of goods for sale and availability for booking.
The Company has the right to refuse to accept a group booking Order from the Client.
5.2. In addition to the methods specified by Russian legislation, the Parties may exchange correspondence electronically by means of messages and scanned documents via email and instant messengers.
The Parties have established that electronic correspondence, business communications, and telephone conversations clearly originate from an authorized representative of the Party if they are sent/conducted using the email addresses and/or telephone (subscriber) numbers, including communication in messengers, specified by the Parties as contact details during the identification process.
5.2.1. The Party that receives correspondence in accordance with this clause shall, as soon as possible, confirm receipt of the correspondence.
5.2.2. Correspondence received via email and instant messengers in accordance with this clause, as well as any business communications/telephone conversations between the Parties within the framework of this Agreement, shall be legally valid as if such correspondence and communications/conversations were drawn up (recorded) on paper, signed and transmitted by an authorized person, and, if necessary, stamped, and are admissible as written evidence in court and other proceedings.
5.2.3. The Parties shall be obliged to create conditions that prevent unauthorized persons from accessing their email addresses and telephone numbers. The Party shall immediately notify the other Party of any compromise of its email address/telephone number, whereby correspondence using the compromised address shall be discontinued, and the Parties shall exchange in writing new addresses/telephone numbers for communication.
5.3. All individual terms and conditions, including the cost and list of services/assignments, terms of service provision/assignment completion, payment terms, prepayment and payment amounts, as well as other essential terms and conditions, shall be agreed upon by the Parties for each specific Client Order additionally by means permitted by these Terms. Luxor Concierge does not guarantee that the Service will be provided to the Client by a person of a specific gender, race, religion, nationality, age, or appearance.
5.4. Payments due under the Order, expressed in conventional units (foreign currency), shall be paid by the Client in Russian rubles at the internal exchange rate of Luxor Concierge on the date of payment by the Client, which is determined as the exchange rate of the Central Bank of the Russian Federation on the relevant date + %, using the currency converter at https://www.xe.com.
5.4.1. The obligation to pay for the Order may be fulfilled by the Client personally or by assigning the payment obligation to a third party. Payment for the Order by a third party confirms acceptance of this obligation. A third party shall not be entitled to invoke the absence of intent and/or authority to make payment for the Order.
5.5. An act of services rendered is neither generated nor signed. The Services shall be deemed by the Parties to have been accepted by the Client as satisfactory in terms of quality and scope if, within three days of the completion of the Services, the Client has not raised any justified objections to the quality and scope of such services by sending a corresponding request to Luxor Concierge.
- DISPUTE RESOLUTION PROCEDURE.
6.1. Luxor Concierge will endeavor to resolve any disputes or disagreements between Luxor Concierge and the Client through negotiation, including compliance with the claims procedure. A written claim shall be considered within 30 days of receipt. If the consideration of the claim requires clarification from carriers and other Service Providers (Suppliers of goods), the deadline for responding to the claim may be postponed. If disputes cannot be resolved through negotiations, including through claims, the dispute shall be considered by the relevant court at the location of the defendant. The applicable law is the law of the Russian Federation.
6.2. Luxor Concierge shall not be liable for any failure to perform or improper performance of its obligations if such failure is caused by:
- decisions of the legislative and/or executive authorities of the Russian Federation that make it impossible for Luxor Concierge to fulfill its obligations;
- reasons beyond the control of Luxor Concierge, as well as the occurrence of any emergencies, failures in the operation of software and/or technical equipment;
- for non-performance/improper performance/untimely performance, as well as any shortcomings in the services provided to the Client by third parties (e.g., air or rail carriers, accommodation facilities, other third parties providing relevant services to the Client);
- for the non-compliance of the services provided and the assignments executed with the Client’s unreasonable expectations and subjective assessment;
- in other cases provided for by the legislation of the Russian Federation.
The Parties shall be released from further performance of their obligations in whole or in part in the event of force majeure circumstances that make it impossible to perform the obligations in accordance with Article 401 of the Civil Code of the Russian Federation.
The Client assumes all risks associated with a significant change in circumstances on which the Client relied when entering into the contract, and such circumstances shall not constitute grounds for amending or terminating the contract, or for the Client’s failure to perform its obligations under the contract, unless such right of the Client is additionally established by law.
6.3. If the Client refuses to conclude a voluntary insurance contract (insurance policy), the costs of providing emergency and urgent medical care in the country of temporary stay shall be borne by the Client, and the costs of returning the body (remains) shall be borne by the persons interested in returning the body (remains).
6.4. Luxor Concierge recommends that the Client independently familiarize themselves with information about the place of temporary stay, the political and economic situation, and security in the country (place) of temporary stay on the official websites of Rostourism and the Ministry of Foreign Affairs.
6.5. The Client gives their consent and also confirms that they have obtained consent from all other persons whose data they provide for the processing and transfer of their personal data and the personal data of persons specified in the Client’s Order to Luxor Concierge and third parties for the performance of this Agreement (including travel documents, room reservations, table bookings, etc.).
6.6. The Client is hereby informed about the possibility of receiving newsletters with price and other offers from Luxor Concierge and agrees to receive special offers by email or via SMS messages (push notifications) to their mobile phone (including via messengers).
6.7. The Client is warned and understands that the authorities of any State have the right to decide on deportation without explanation, and that such actions by State authorities may not be related to any actions (or inaction) on the part of Luxor Concierge. Luxor Concierge will not reimburse the Client for any additional expenses incurred in this case. If the Client is at fault, the cost of the Order shall be paid by the Client in full, and if there are circumstances for which neither Party is responsible, the Client shall pay the actual costs incurred. In addition to other consequences provided for by law or contract, the Client undertakes to reimburse Luxor Concierge and/or Service Providers for expenses incurred in connection with the Client’s deportation and/or violation of visa regulations, if such violations occurred through the Client’s fault.
6.8. Luxor Concierge reserves the right, at its sole discretion, to terminate service to a Client if they are rude to Luxor Concierge employees, use profanity, provide inaccurate information (incomplete, inexact, false) in the context of Orders, fail to comply with these Terms or the terms and conditions of a specific Order that are essential, engage in any manipulation of Luxor Concierge employees, or resort to personal insults.
6.9. If the Client uses fraudulent means or mechanisms, the Services and privileges relating to that Client will be immediately revoked.
