FAQ
Registration and passwords
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- Registration and passwords
- After registering on our website you will be able to:
- order tickets to various fantastic events on-line
- order tickets delivery in Moscow and Moscow region
- subscribe for special mailing list with repertoires and announcements
- How can I register?
- Please go to the registration page and fill in all the fields required. They are marked with star signs (please note that your e-mail will be used as your log in). After you have filled in all the fields a confirmation letter will be sent to the e-mail address you gave. This letter will contain a confirmation link for your registration.
- What if I have difficulties with registration process?
- If you’ve met any difficulties please make sure you have filled in all the fields correctly and followed all requirements. If you still have a difficulty after you’ve done all of this, please contact us via bilet@kontramarka.ru and describe it in detail. We will find out what might have caused it and will inform you about the results in the shortest time possible.
- What to do if I have forgotten your password?
- To restore your password please use the service of password reminder. A letter with the link generating new password will be sent to the e-mail you’ve given during your registration.
Order, delivery and collecting the tickets
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- Where can I collect my tickets?
- You can pick up the tickets you’ve booked no later than in 48 hours since the order has been made in one of “Kontramarka.ru” box-offices, the list of which you can see on the Delivery page, when placing an order.
- How can I order a ticket from another city in Russia?
- "Kontramarka.ru" agency strives to make a service as fast and as comfortable as possible for all its customers, including the customers from another cities. They can place an order on our website and pay for it via Internet with the help of e-payment system Assist or through the cashless settlement via Sberbank. Place an order, pay for it and collect the tickets in the conveniently situated central “Kontramarka.ru” box office. The address is: Tetral’naya metro station, Bol’shaya Dmitrovka street, h.1 (in KZDS building).
IMPORTANT NOTICE: To pay via Sberbank there shall be no less then 10 days left until the event. - How to pay for the ticket via cashles settlement?
- You can book any ticket on kontramarka.ru website with following payment via cashless settlement. Order a ticket on our website carrying through all the directions, concerning ordering via Internet. On the “Payment” page please choose “Bank transfer via Sberbank”. On the page with your order number you will find a receipt for your payment (a receipt with account details shall also be sent to your e-mail address).
You will have to pay for your order in the bank no later then in 24 hours since the order has been placed. Then send us a copy of payment receipt with your order number by fax +7 (495) 933-32-31
IMPORTANT NOTICE:
1. The payment shall be made in rubles.
2. There shall be at least six calendar days left since the moment of payment and until the beginning of the event.
- Can I collect my ticket on the day of the event?
- An order that has been paid for via Internet or Sberbank, can be collected in the central “Kontramarka.ru” box-office. The address is: Tetral’naya metro station, Bol’shaya Dmitrovka street, h.1 (in KZDS building). The box-office is situated in the convenient place, just near the metro station.
- What shall I do if I have lost my ticket?
- A ticket is a document that allows entry to the place of the event and the rules do not allow us to make a duplicate. Please send a letter to bilet@kontramarka.ru and give us your order number there. We will do everything we can to help you.
- Is it possible to have the tickets delivered to another city?
- Unfortunately, tickets delivery to other cities is not on the list of our agency’s services yet. But we strive to do everything we can to make our service as fast and as comfortable as possible for our customers from another cities. If you live in another city you can order a ticket on our website yourself and pay for it via Internet with the help of e-payment system Assist or through the cashless settlement via Sberbank.
IMPORTANT NOTICE:
There shall be at least six calendar days left since the moment of payment and until the beginning of the event.
- Can I book the tickets on the website and collect on the day of the event?
- The deadline for the booking on "Kontramarka.ru" website is three calendar days (including the day of the booking) if you prefer delivery with the courier or 48 hours if you are going to collect the tickets in one of our box-offices. This means that on the day of the event you can book and buy the tickets only if there are any left.
- Can I buy a ticket in the box-office without booking it?
- It is possible to buy a tickets without preliminary booking (The central box-office address is: Tetral’naya metro station, Bol’shaya Dmitrovka street, h.1 (in KZDS building), however you will still have to pay a fee for agency’s services. There is also a possibility that there will be no tickets available at the box-office for the event you need. Especially if it is an exclusive event you are interested in. Or you will be unable to get the tickets for the certain place or raw that you would have preferred.
That is why we strongly advice you to make a preliminary booking on kontramarka.ru website for your own comfort.
- Can I collect my order if I don’t know its name?
- If you have forgotten the number of your order, you will still be able to get your tickets. Just tell the cashier family name, used when making an order and the name of the event.
- Choosing a delivery method
- After ordering a ticket on our website you may pick it up yourself in the "Kontramarka.ru" company central box-office. The address is: Tetral’naya metro station, Bol’shaya Dmitrovka street, h.1 (in KZDS building). If you choose to order a ticket with delivery, then please give us your delivery address on "My profile" webpage when registering. We will use it later to deliver your orders.
- How can I receive an order, if I paid for it with my card?
- If it is more comfortable for you to pay for the order, placed on kontramarka.ru website, with your card, then please choose "Payment via Internet" as a payment method when placing your order. You may use Visa International and MasterCard International cards.
To get an order which has been paid for via Internet you will be asked to present either an ID of the person, who has provided the payment, or a letter of attorney.
An example for the letter of attorney:
I (your first name and family name), ID number, has ordered (number of) tickets in Zritel Ltd for (the name of the event). Order number________. Four last digits of my card number. Trust (the first and the second name of someone you wish to collect your tickets), ID number, to take them from the box-office.
- Can I collect the ordered tickets in one of your agency's box-offices?
- Of course, you can either buy the tickets or collect tickets ordered on our company's website or in call-centre in any of our agency's box-offices.
In any of "Kontramarka.ru" selling points you can not only get a qualified help concerning the questions you may have when placing an order or picking it up, but you will also have access to various kinds of information material which shall help you to navigate through the wide range of events, presented by "Kontramarka.ru" company. You may find a full list of our box-offices on our website in "Box-office" section.
Print@Home
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- How can I use print@home?
- Print@home service is available only when you pay for your order via Internet. Please choose "Payment via Internet" as a payment method when placing your order. Then on the “Delivery” page you will find print@home service. After you have paid for your order via “Assist” system you will be transferred to the kontramarka.ru page with your order number and a link to the print version of your ticket.
- How does this ticket look like?
- You will be provided with your ticket in .pdf format (you will need Adobe Reader to open it).
Please note that the ticket is only valid in DIN A4 format, do not cut it! The second admission by the copy or original of this ticket is impossible.
- I have printed my ticket out and lost it. What do I do?
- In case of loss of your print@home ticket you can print it out from our website once again.
You will need to authorize on the website and go to “My orders” page. The link to the print order of your ticket will be active.
But please remember that the second admission by the copy or original of this ticket is impossible. Therefore we cannot guarantee you that your lost ticket will not be used by someone else.
- How do I pay for print@home ticket?
- To pay for your print@home ticket, fill in all the fields required: choose Visa International or MasterCard International card’s type, insert 16 digits of you card number, expiring date, the name of the cardholder, CVC2/CVV2, protecting code and click on "Pay" button.
After this you will be transferred again to the kontramarka.ru page with your order number and a link to the orders you placed, where you will be able to print out your ticket. You will be provided with your ticket in .pdf format (you will need Adobe Reader to open it).
Return and exchange of the tickets
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- I have bought the tickets but changed my mind about visiting this event. How can I return it and get my money back?
- Please note, that you can exchange or return the tickets, bought in "Kontramarka.ru" ONLY in case of complete cancellation, substitution or postponement of the event. Our company doesn’t exchange or return the tickets if the customer changed their mind.
- How can I return my money for the tickets if the event has been cancelled?
- In case of complete cancellation, substitution or postponement of the event, which has been made by the promoter, “Kontramarka.ru” company or the promoter itself shall return the cost of the ticket to the customer and sometimes also the agency service cost. You can return the tickets either in the Central box-office of “Kontramarka.ru” company (The central box-office address is: Tetral’naya underground station, Bol’shaya Dmitrovka street, h.1 (in KZDS building) or in any other place, stated by the organizing body (in theatre or concert hall box-office).
In case of complete cancellation, substitution or postponement of the event our call-centre man will get in touch with you and will inform you about the way or returning the tickets. You can also get this information on kontramarka.ru website on the “Cancellation/postponement page”.
Please note that not all the events include the return of agency’s fees.
- Is it possible to return the tickets for the cancelled event during the weekend?
- In case of complete cancellation, substitution or postponement of the event you can return your ticket every day including public holidays in central box-office of the “Kontramarka.ru” company (The central box-office address is: Tetral’naya metro station, Bol’shaya Dmitrovka street, h.1 (in KZDS building): from Monday to Friday - 9.00 to 20.30, Saturday-Sunday from - 10.00 to 19.00.
Obtaining gift certificates
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- What is gift certificate?
- “Kontramarka.ru” gift certificate is a form that allows you to buy tickets to any events, provided by kontramarka.ru system. Now you can buy “Kontramarka.ru” certificate right on our website or with the assistance of our call-centre operator. You can book a certificate on our website using the same way you use to book a ticket to any of the events.
We have certificate by nominal value of 500, 1000 and 3000 rubles. Certificate is valid for 6 month (the validity is stated on the form itself). You can pay for your certificate the same way you pay for your tickets: via internet, by cash, via bank transfer or cashless settlement.
- How do I use gift certificate?
- It is very easy to use “Kontramarka.ru” gift certificate: just choose an event you would like to visit, make an order on our website or contact call-centre, pay for it in “Kontramarka.ru” central box-office.
When buying the tickets the nominal value of the certificate is used all at once and after this the certificate is withdrawn. In case the cost of your order is more than the certificate’s nominal value you can pay additionally by cash. In case the cost of your order is less than the certificate’s nominal value the remainder of the balance is not returned.
- Can I return this certificate?
- “Kontramarka.ru” gift certificates can not be returned. If you failed to use it until its expiring date it becomes invalid automatically.
