Terms and Conditions
By placing an order with Russian Services Ltd to buy a subscription for Russian TV services and/or equipment to receive those services (IPTV box) the Customer confirms that they have read, understood and agreed to be bound by the following terms and conditions:
1. Russian Services Ltd is a UK-based company acting as an authorised agent for the Russian TV services being sold. Russian Services Ltd is not the supplier of TV services nor is the manufacturer of the equipment sold. The liability for defects in the equipment remains with its manufacturer. The manufacturer provides one-year warranty that the equipment (IPTV box) supplied is free fr om manufacturing defects.
2. Russian Services Ltd shall bear no responsibility for Russian TV services provided by the supplier. If a Customer has any issues related to their Russian TV subscription or IPTV box all those issues shall be forwarded to the supplier (manufacturer) whose technical support contacts will be provided by Russian Services upon request. Russian Services may provide general advice in respect of IPTV boxes and Russian TV services but does not provide technical support for Russian TV services and IPTV boxes sold. All technical support related to technical issues with Russian TV service and IPTV boxes is provided by the manufacturer's technical support team. In that case Russian Services will refer the Customer to the supplier's (manufacturer's) dedicated support and will provide the Customer with the necessary contact details.
3. Each IPTV box is sold as it is. IPTV boxes sold by Russian Services represent the equipment which does not require specialist installation. Russian Services will provide a user's manual in the Russian language to the Customer (as a hard copy enclosed with the box or as a PDF file available for download fr om Russian Services website) . The Customer is responsible for installation and set up of their IPTV box. Russian Services may provide general advice regarding IPTV box installation or set up issues or refer the Customer to the dedicated technical support provided by the manufacturer of IPTV boxes. Russian Services may also provide installation services on the basis of a separate agreement between Russian Services and the Customer. In this case additional charges (installation fees) will apply. Russian Services shall bear no liability for the content of Russian TV channels included in the subscription nor is it responsible for any changes or stoppages in Russian TV services which may occur beyond its control or due to acts or omissions by the supplier. Channel pack available through any monthly or annual subscription is subject to change at any time without notice. No refund will be given for any variation in the channel list. Channel list published on our web site is given as a reference only and shows the channels available in the UK on the date of publication. Channel list may differ in other world locations as it may be subject to licencing and other local restrictions.
4. Russian TV software in general and its recording facility in particular as well as video archive represent free unofficial additions to the standard Russian TV pack. For this reason we do not gurantee their (recording and video archive facilities) normal operation in 100% of cases at any point in time. We do not provide formal support for them either. Still they should work fine for the absolute majority of users and for the most of programmes and channels around the clock. We will also endeavour to provide our assistance in respect of those facilities but do not accept any responsibility or complains in respect thereof.
5. The Customer confirms that they have a broadband Internet connection to be used to receive Russian TV services that they buy and that their connection provides for unlim ited downloads and has a stable download speeds of no less than 2 Mb/s (2000 Kb/s) at any time. The Customer understands that non-compliance with this condition may result in inability to receive or receiving unstable TV picture for the Russian TV channels they subscribe to. Russian Services Ltd bears no responsibility for any consequence of such non-compliance. However, the encountered issues may still be resolved by the supplier's (manufacture'r) technical support team.
6. In the unlikely event the Customer is not satisfied with the goods purchased they may cancel their purchase within 7 working days starting the day after delivery of their goods.* In this case the Customer must notify Russian Services of their intention to cancel in writing so to obtain a return authorisation. As they have obtained a return authorisation along with special returns address, the Customer must return the goods in intact and new condition complete with all the accessories within the following 7 days. The return must be done by the Customer by posting the goods to a specific returns address provided by Russian Services. The customer shall remain liable for postage fees. Customers must not return the goods without obtaining a prior authorisation fr om Russian Services. Russian Services reserve the right to refuse to issue a refund to those customers who do not comply with the returns procedure set out in these Terms and Conditions. Russian Services may still issue refund in such cases but will apply an administrative fee of £20.00 (in cases where the customer returns the equipment without seeking a prior authorisation fr om Russian Services or to an address different fr om the correct returns address provided by Russian Services). Purchase price of the goods returned is refunded within 30 days. The customer who decided to return the goods under these Terms and Conditions in according to Distance Selling Regulations has a duty of care while the goods are in their possession. Therefore, the customer should return the goods in their original packaging wh erever possible to insure that the goods are not damaged on their return way. Until the goods received by Russian Services the Customer remains liable for loss of goods or any damage to the same in transit.
7. All set-top boxes sold are covered by a 1-year warranty provided and maintained by their manufacturer. Should a set-top box develop a fault while under this warranty the Customer is entitled to a repair or replacement of their set-top box performed by its manufacturer. In this case the Customer should contact Russian Services and the latter will advise the Customer wh ere to send the item for repair or a replacement. The Dealer does not perform any repairs or exchanges itself. Nor will Russian Services provide any refund or compensation for an item which develops a technical fault while being under the manufacturer's warranty. One year warranty does apply to a remote control which is considered to be an accessory and is covered for 28 days only. If there is any problem with a remote control after 28 days a new remote control may be purchased buy the Customer as a spare accessory.
8. The cost of Russian TV subscriptions is non-refundable. Customers are advised to make sure their broadband speed is sufficient before making purchases. Customers are also advised to use trial or monthly subscription before activating their long-term subscriptions to ensure they are happy with their Russian TV. The only case when we refund the cost of annual subscription is when a customer who purchased an annual subscription together with an IPTV box decides to return the equipment to us within 7 working days under the Distance Selling Regulations. In this case as we refund the cost of equipment (less the delivery costs we incurred) we will also refund an annual subscription provided it has not been activated (used) by the customer. If an annual subscription has been activated (used) by the customer it is non-refundable irrespective of the reason for a cancellation request. Cancellation of annual subscription is also subject to our cancellation fee of £20.00 (in cases wh ere it was not used or in cases wh ere we agreed to accept its cancellation).
9. Customers must follow the correct procedures for their inquiries as outlined below in the present Terms and Conditions. If a current customer has a question or issue related to their account or our services the Customer must familiarise themselves with information already provided to them on Russian Services website and in the user's manual for their set-top box. If further support is needed then this question or issue must be submited to Russian Services customer and technical support via our support ticket system. In order to request technical support from Russian Services any customers must have a current subscription purchased from Russian Services. Russian Services reserve the right to disregard the inquiries which do not conform to these Terms and Conditions. We aim to respond to the tickets submitted within 2 working days. Customers who made purchases from Russian Services in the past but who do not have a current subscription to Russian TV purchased from Russian Services will not be deemed current customers of Russian Services. Russian Services may refuse technical support requests from such customers. it is also a condition of 12-month warranty that the customer has a valid current subscription purchased from Russian Services. The absence of current subscription will be deemed using of set-top box in breach of warranty.
10. Russian Services shall not be responsible for provision of any technical support or services to those customers who made purchases from Russian Services in the past but do not have a current subscription to Russian TV purchased from Russian Services at the time of their inquiry (or did not hold a current subscription purchased from Russian Services at the time they encountered a technical issue with their services or equipment). Such users will not be deemed Russian Services customers and shall seek technical support from the current provider of services that they receive via their IPTV box. Alternatively, they may seek technical advice or repairs or replacement (as the case may be) of their IPTV box from the manufacturer as each box is sold with 1-year manufacturer's warranty. Russian Services will refer such customers to the manufacturer's dedicated technical support and will provide full contact details of the manufacturer's technical support including email, telephone, freephone or Skype number as well as returns address for faulty IPTV boxes. Customers who were refered to the manufacturer's technical support must provide the latter with their full name, address, telephone, email, date and place of purchase and the description of the technical fault with their IPTV box .This information must be provided to the manufacturer's technical support in writing in Russian language.
11. Amounts that are credited by Russian Services to internal customer accounts may be used only on Russian Services website and in strict accordance with their designation. The amounts of such credits cannot be withdrawn by customers nor can they be requested in any pecuniary form from Russian Services Ltd. Russian Services reserve the right to remove any credits placed into any of customer accounts without prior notice.
* Private EU customers only, in accordance with the UK Distance Selling Regulations.
