+7 495 105 95 96 Mon - Sat 9.00 am / 7.00 pm MSK

TOURS & EXCURSIONS

Make a leap

Privacy Policy

Booking Conditions

KremlinFrog Tour Operator has registered headquarters at Moscow, Russia.

Our booking conditions govern all bookings made with Kremlinfrog.com. Any bookings made whether through the company website or other means shall be deemed as an offer by the customer to buy the specific package or other travel arrangement that will subject to booking conditions.

No contract between the customers and KremlinFrog Tour Operator shall be valid until KremlinFrog Tour Operator receives full payment and issue a confirmation of invoice. When a customer makes the booking, by default a customer accepts these booking conditions on the behalf of all members of their travel group. The specific customer is responsible for payment from the entire group.

Booking conditions at KremlinFrog Tour Operator are available for people who are at least 18 years of old. The customers under the age of 18 should be accompanied by at least one adult.

When you submit the booking, you confirm to us that you comply with all of our arrangements. We strive to respond to all the requests and inquiries within two business days. One of our travel consultants will get in touch with you as soon as possible on peak seasons.

Rest assured that, KremlinFrog Tour Operator is fully licensed under the government of Russia. Our company operates in compliance with the General Data Protection Regulation – a regulation on data protection and privacy for customers.

Terms of Payment

Accepted Payment Methods – KremlinFrog Tour Operator accepts payments through all major debit and credit cards. For bookings at least 2 weeks before the travel date, we accept bank transfers.

KremlinFrog Tour Operator accepts payments through cards like Visa, Visa Electron, MasterCard, JCB, Discover, Maestro, UnionPay, Diners and American Express. Please keep in mind that, if a customer pays through Diners, Discover and American Express, they will incur a 3% handling fee.

For payment through bank transfer, you have to mention “Bank Transfer” as your preferred payment option while booking. We will get in touch with you regarding payment related instructions. KremlinFrog Tour Operator doesn’t accept bank transfers for bookings that are made less than 15 days from the travel date.

Payment at the booking time

KremlinFrog Tour Operator requires a deposit or a full payment at the time of booking. It depends on the time and type of tour package you are booking.

Packages booked more than 30 days before travel date

KremlinFrog Tour Operator requires a non-refundable deposit i.e. 25% of total amount at the time of booking. If you’re booking packages that include cruise, train, flight or accommodation at the hotels, we charge a non-refundable deposit of 50% of the total price at the time of booking. Even, if you book guided small group tours, we charge a 30% deposit of total amount.

Packages booked 30 days or less before travel date

KremlinFrog Tour Operator requires full payment for bookings made within 30 days of traveling date. Please remember that if you make bookings less than 30 days before travel, KremlinFrog Tour Operator should confirm the availability of all services and supplies before the confirmation of full package.

In case if a specific excursion or service is unavailable, an alternative will be provided or a full refund will be issued. You will receive notifications of any important changes to the tour itinerary before issuing a confirmation invoice.

Packages on special offers

If you want to take advantage of certain promotions like an “Early bird” discount, you may need to pay the full amount at the time of booking to redeem the discount. The terms may vary by the offer. The standard payment terms will be applied to all special offers unless noted otherwise.

Custom bookings

If you are booking customized packages, you may need to pay a deposit (20%, 30% or 50% of the total amount depending on the services covered) or full amount at the time of booking. If the bookings are made less than 30 days before your travel, a full amount payment is the only option to go with.

Remaining payment after deposit

The full payment for packages both for individuals and groups should be paid at least 4 weeks before the arrival or on the booking confirmation, if the initial booking is done within 4 weeks of the travel. Some tour packages require early deposit of full amount; but in these cases, the information will be provided online in the package details.

Note – Some of the tour itineraries at KremlinFrog Tour Operator have strict payment policies. In those circumstances, the specific details will be stated online in the package information.

Payment processing

As soon as we receive the payment, we will send you an invoice over email for the paid amount. If there is any payment left, they will be processed through a secure payment login page on our website.

Delayed Payments

KremlinFrog Tour Operator has the right to consider the delayed payment as the booking cancellation. This means, our company can withdraw the confirmation of our services. If it only applies when a payment is not made at least 2 weeks before your arrival and no agreement is made for the payment of remaining balance.

Validity of Prices

All price quotes available in our tariffs are based on current prices and are subject to change on our website without further notice. After we issue the final invoice, the booking price is guaranteed against surcharges. It’s possible unless due to current fluctuation, government taxes or any other cost increase that is beyond our control.

Remember that, the available prices must be increased in the rare circumstance for the aforementioned reasons; KremlinFrog Tour Operator will notify you at least eight weeks prior if your booking price change. In such situations, we will receive an amount equal to 5% of remaining package price less deposit amount paid.

The amounts exceeding 5% will be charged; but if the surcharge increases 10%, you will be entitled to cancel booking with a full refund. Please remember that, if any incorrect price has been provided on our website in error, KremlinFrog Tour Operator reserves the right to cancel, limit or amend the order placed at the incorrect pricing.

Cancellation

General Cancellation Charges

KremlinFrog Tour Operator charges general cancellation fees at a percentage of the total tour package price as follows:

  • More than 21 days before the scheduled travel date: 20% cancellation fee
  • Less than 21 days before the scheduled travel date: 50% cancellation fee
  • Less than 7 days before scheduled travel date: 75% cancellation fee
  • Less than 72 hours before scheduled travel date: 100% cancellation fee

Note: The above discussed cancellation fees are applicable for all tour packages excluding guided small group tours and group bookings. In addition to, the cancellation fees for specific tour itineraries and services may be different. Therefore, we have outlined the cancellation terms and fees on the tour package page.

Notification for Cancellation

If you want to cancel your booking, our travel consultants will notify you as soon as possible. Again if you want to cancel with short time i.e. 72 hours or less before travel time, please feel free to email us at info@kremlinfrog.com and call us +7 495 105-95-96 or send a message to WhatsApp +7 926 117-31-33 to discuss with one of our customer service executives right away.

Cancellation Insurance

KremlinFrog Tour Operator offers cancellation insurance upon booking the self-drive, multi-day and private Iceland tours. This insurance aims to protect you from the financial loss that may occur upon canceling your tour package.

Availing our cancellation insurance while booking our tour package, offers you a peace of mind knowing that you can cancel your tour for any reason. The insurance can be added for a moderate fee*; but is free of cost if you make full payment at the time of booking**.

Please remember that, the cancellation insurance should be added for all adults in the booking, not just for the individual travellers. If all adults in your group choose cancellation insurance, all children and infants travelling with you will receive free cancellation insurance.

*The cancellation insurance fee is non-refundable, non-transferable and non-changeable. It is added to the total cost of the tour package.

* The free cancellation insurance is not applicable for bookings made with less than 30 days before the travel date.

Choosing the cancellation insurance covers the following terms:

  • More than 48 hours before the scheduled travel date: No cancellation fee (80% refund & 20% credit we hold for you*)
  • Less than 48 hours before the scheduled arrival date: 30% cancellation fee
  • Less than 24 hours before the scheduled travel date: 40% cancellation fee

*If you cancel with more than 48 hours prior, you will receive a refund of 80% of your payment and the remaining 20% can be used by you, your friends and family as a payment while booking a new holiday with us within 36 months.

Cancellation Terms for Guided Small Groups City Sightseeing Tours*

KremlinFrog Tour Operator charges a cancellation free for booking small group tours that are discussed below:

  • More than 15 days before the scheduled travel date: 100% refund
  • Less than 2 weeks before the scheduled travel date: 30% cancellation fee, %70 refund
  • Less than 3 days before the scheduled travel date: 100% cancellation fee

*Two Capitals tour and private tour bookings are subject to their own rules and need to be confirmed by us.  

Cancellation terms for Group Bookings

KremlinFrog Tour Operator charges a cancellation fee for group bookings that is discussed below:

For entire group booking cancellation

  • More than 10 weeks before the scheduled travel date: Cancellation fee is 20% of the estimated total tour package price.
  • 8 to 10 weeks before the scheduled travel date: Cancellation fee is 30% of the estimated total price.
  • 4 to 8 weeks before the scheduled travel date: Cancellation fee is 50% of the estimated total price.
  • Less than 4 weeks before scheduled travel date: Cancellation fee is 100% of the total price.

Terms for Cancellation of Individual Travelers within a Group Booking

Please remember that the cancellation by a traveler or travelers within a group may increase in price for the whole group. The company may charge a cancellation fee to the traveler that cancelled prior.

Terms for the Cancellation of Less Than 10% of the Group

  • 4 weeks before the arrival: No fee (It may increase the price for the whole group)
  • Less than 4 weeks prior to arrival: 50% cancellation fee
  • Less than 2 weeks before arrival: 100% cancellation fee

Non-Refundable Services

Please keep in mind that the cancellation rules are strictly followed than normal for the following services: all flights and train tickets, day tours that cover flight, accommodation at the hotels, tickets to all museums and sights. Henceforth, KremlinFrog Tour Operator doesn’t refund any of these above discussed services booked through us.

Changes to Bookings

You should request for any change in booking through email yourself only if you have submitted the original booking request. Depending on how advance you have booked your tour package and when you have requested for changes in booking, an administrative fee of 250 € may be charged to the credit card used for the original payment of every day or night of the itinerary that is modified.

If you request for changes within 30 days of the booking date, the administrative fee could be waived. But additional supplier costs may apply depending on the changes requested.

If you have made bookings within 60 months of travel date, we can make changes without incurring the administrative fee until the services have been confirmed and the travel documents have been issued.

But for booking that have made 30 days or less before arrival, you may need to pay for the administrative fee and applicable supplier fees for the short processing time.

Booking Transfers

You can transfer the booking from one party to another and the new buyer upholds the terms and conditions of booking our services. We will charge an administrative fee which will be calculated by the time of request for the transfer. Both parties should assume joint liability for this fee and any other costs that may incurred by the changes made to the booking.

Special Offers – Terms & Conditions

The following terms and conditions apply to all special offers provided by KremlinFrog Tour Operator for all travel packages:

  • Special offer price applies to only the new bookings
  • They are not applicable in combination with any other discounts or promotions.
  • They are valid only for standard packages that are available on the website, not for customisations like hotel upgrades or additional nights, additional activities or extra days with a car rental
  • The available discount will be deducted from the total price at the booking time
  • Packages booking on special offers are non-commissionable for third party travel agents

Early Bird Offers – Terms & Conditions

The terms and conditions for Early Bird offers on KremlinFrog Tour Operator are discussed below:

  • Discounts apply to new bookings only for self drive tour packages i.e. rental car
  • This offer is invalid for packages that come under any special offer or in combination with other discounts
  • This offer is applicable for standard packages as they are available on the website and not for customizations like additional nights or hotel upgrades, additional activities or days with car rental.
  • Discounts will be displayed and calculated as per the total price during the booking process
  • Packages bookings with Early Bird offers are not commissionable for third party travel agents

Invoice & Voucher Delivery

All travel documents are provided to customers electronically as PDF documents attached in an email. In addition to, you can receive hard copies of the travel documents upon arrive either from the chauffeur of the airport transfer (Russia) or at the hotel upon request.

You can request to mail your documents to you through first class post. For this service, you will have to pay a small additional fee. With mail order regulations, the documents should be sent to the billing address of the credit card holder, not the address of the passenger unless they are the same.

Please remember that, KremlinFrog Tour Operator can’t accept the responsibility for the documents to be misplaced or lost by postal services. We recommend that all documents should be sent to you via registered post or courier service to you address; though there is an addition cost for this.

Important Details for Travel Agencies

Most of our tour itineraries are commissionable for travel agents. Please keep in mind that, we don’t provide commissions for tour itineraries and packages available on special offer including Early Bird, on day tour only bookings or additional activities that are included to tour itineraries.

Liability

KremlinFrog Tour Operator claims no responsibility for any damage, loss, injury, accident, sickness and schedule change for strike, bad weather, natural disaster or any other cause that is our control. We act in good faith and can’t be held responsible for any hotel, agent, restaurant, guide, airline or any other company’s or person’s acts, delays or defaults.

KremlinFrog Tour Operator reserves the right to make changes in routes, itineraries, or departure times without prior notice. When there is any change in international and domestic flights or scheduled travel by ferry, cruise, train or bus, the passengers are held responsible for additional costs incurred for such changes like additional nights at a hotel, transfers, meals, etc.  We suggest our customers to avail comprehensive travel insurance meeting all contingencies.

Our main objective is to provide unmatched customer service and maintain strict monitoring on quality. For any reason, if you are unsatisfied with our tour package, we would like to hear from you right away. We recommend getting in touch with our office as soon as no matter whatever type of incident happens during your vacation.

You will have a great access to an emergency helpline while travelling with KremlinFrog Tour Operator. If you are unable to do simultaneously, you should notify KremlinFrog Tour Operator over email within 30 days of your return. Otherwise, you may jeopardise your right to compensation.

All travel related information and each detail on tour package provided on KremlinFrog Tour Operator website are subject to change. KremlinFrog Tour Operator reserves the right to change/correct/alter mistakes that may appear on the website or discussed on pricing.