VIP lounge access policy and terms of use

1. Common usage rules of VIP lounge:

1.1. These rules apply to formalize relationships between Contractor — LLC «Sheremetyevo VIP» (TIN 9701115609, PSRN 1187746702285) — and clients of the VIP lounges of Sheremetyevo International Airport and procedure for rendering services of VIP lounge.
1.2. VIP lounge available twenty-four hours a week, no days off.
1.3. Contractor reserves the right for temporary, full or partial restriction of guest access to the VIP lounge in case of full occupancy of the VIP lounge, repair and/or other types of works, case of holding a special event that limits the level of services available in the VIP lounge.
1.4. For service of VIP lounge, the client must issue a service request at least than 2 (two) hours before scheduled departure/arrival of the flight according to Sheremetyevo International Airport schedule. Cancelation of or changing in the service request at least than 2 (two) hours are valid before scheduled departure/arrival of the flight according to Sheremetyevo International Airport schedule only.
1.5. The procedure for issuing, changing and canceling request for service in the VIP lounge is regulated by the agreement concluded between the Contractor and the clients of the VIP lounges.

2. The procedure for provision of service for using VIP lounge:

2.1. For service of using VIP lounge the client should address the VIP lounge reception desk and advice their surname, flight number and follow to the check-in counter to present documents requested of the authorized staffer of the Contractor to make identify for check-in and present luggage and hand luggage if available.
2.2. The client must arrive in VIP lounge in advance to make check-in in time. The Contractor is not responsible for quality of the provided services in accordance with check-in in less than 40 (forty) minutes before flight. The Contractor cannot guarantee client’s departure in the declared flight in this case.
2.3. The Contractor’s employee meets client with a plate «Sheremetyevo VIP» at the self- propelled ladder or near the exit of the telescopic ladder:

The client should call their surname and flight direction to the Contractor’s employee. The contractor’s employee accompany all clients of one flight to the entrance of VIP lounge.
2.4. When client order the additional service «Personal accompaniment» (to be paid separately) upon departure or upon arrival, client or clients in part of one group provide personal Contractor’s employee (the number of employees sent to accompany such a group is formed in accordance with the established technological procedures of the Contractor).
2.5. If necessary to meet the client with a nameplate on arriving, the client while ordering additional service «Personal accompaniment» (to be paid separately) must provide the information of specified data on the nameplate.
2.6. The client has personal Contractor’s employee and personal transport in case of providing service to the client on remote aircraft parking stand and in case of ordering additional service «Personal accompaniment» (to be paid separately).
2.7. No additional services (among them orders in VIP lounge’s bar) are included in service of using VIP lounge (fees apply).
2.8. Accompaniment clients on an electric car on departure or on arrival is not an imperative service and is carried out whenever possible.
2.9. Upon arrival at the Sheremetyevo airport if necessary to deliver hand luggage from meeting point to VIP lounge the client should notify the Contractor when submitting service request. Upon departure from Sheremetyevo airport if necessary to deliver hand luggage from VIP lounge to boarding seat at aircraft the client should notify the Contractor directly in VIP lounge. Baggage handler is provided without additional payment (subject to availability).
2.10. Providing service of using VIP lounge does not remove the obligation to observe the rules of border, customs, migration, sanitary and quarantine and the other types of control envisaged by the current legislation of the Russian Federation, in accordance with the requirements of regulatory documents, defining the rules and procedure for the relevant types of control.
2.11. The client must require the information of airline’s check-in and baggage procedure in advance.
2.12. The rules of airlines may require personal appearance at the airline’s check-in counter for check-in and baggage while the departure procedure. The client should contract the reception desk of the VIP lounge where they will be provided with personal Contractor’s employee and baggage handler (if necessary) to accompany to airline’s check-in counter.
2.13. In cases specified in par.2.12. check-in and baggage procedure at the airline’s check-in counter is recognized as the adequately provision of service.
2.14. In case of non-arrival of baggage, damage or missing of the contents of the baggage, the administrator of the Contractor will arrange for the VIP passenger to be escorted to the baggage tracing desk in the arrival hall for further preparation of the necessary documents in due course.

3. Clients of VIP lounge have the following right:

3.1. To be served in according with the list of services of a specific VIP lounge and the price list of services of the Contractor.
3.2. To use furniture and equipment that is available in «free access» inside the VIP lounge.
3.3. To obtain information of departing (arriving) flights in the VIP lounge.
3.4. To gain admittance to the VIP lounge with pets in its own kennel for the period of stay in the VIP lounge. Without own kennel with a collar, muzzle and leash in the VIP lounge, there may be: a service dog of the canine service of federal executive authorities, a guide dog accompanying a client visually impaired.
3.5. Address to the authorized staffer of the Contractor for meeting-room usage. If the meeting-room is free it could be rented for additional payment. No meeting room reservation is available when submitting service request.
3.6. To make suggestions, comments, complaints to representatives to the Contractor on all issues related to the service in the Contractor’s VIP lounge.
3.7. To take video and photo shoot in the VIP lounge premises with the Contractor consent.

4. Clients of VIP lounge have the following obligations:

4.1. To comply with these rules.
4.2. To present documents requested of the authorized staffer of the Contractor at the reception to make identify the right of access to visit the VIP lounge and at the check-in counter for check-in and baggage.
4.3. Make thrifty use of property and equipment of the VIP lounge.
4.4. To observe the rules of border, customs, migration, sanitary and quarantine and the other types of control envisaged by the current legislation of the Russian Federation, in accordance with the requirements of regulatory documents, defining the rules and procedure for the relevant types of control, as well as the requirements of transport safety, flight safety and fire safety. To consult with the evacuation plan before visiting the VIP lounge.
4.5. To take full responsibility for the actions of the accompanied minor children, for their life and health. Not to leave minor children unattended. The Contractor does not provide services of the babysitting.
4.6. Notify (at least 2 two hours before the start of the service) the Contractor’s staff that the client (client’s passengers) ordered a special service from the airline for disable passengers.
4.7. In case of flight with pets, you should notify the airline company when buying a ticket and notify the Contractor when applying for service in the VIP lounge. To go through the necessary formalities for registering an animal accompanied by an authorized staffer of the Contractor, you must order the additional service «Personal accompaniment» (to be paid separately). Upon departure you should arrive at the VIP lounge no later than 2 hours before the scheduled flight departure time.
4.8. In case of flight with weapons, ammunition and cartridges for them you should notify the airline company when buying a ticket and notify the Contractor when applying for service in the VIP lounge. To go through the necessary formalities for registering an weapons, ammunition and cartridges for them accompanied by an authorized staffer of the Contractor, you must order the additional service «Personal accompaniment» (to be paid separately). Upon departure you should arrive at the VIP lounge no later than 3 hours before the scheduled flight departure time.
4.9. To pay for all additional services provided at the VIP lounge timely and in full.
4.10. To watch pets’ behavior, which their own in order to prevent causing upset to other clients, damaging property and equipment of the VIP lounge.
4.11. To comply with the requirements of public order and cleanliness of the VIP lounge premises and promote respect for order by other clients; to treat other clients and authorized staffer of the Contractor in a polite and respectful manner.
4.12. Immediately inform the staff of the VIP lounge about the loss of personal items in order to take measures to search for them.
4.13. To compensate the Contractor in full for the damage caused in the event of
destruction or damage to the property and equipment of the VIP lounge, as a result of actions/omissions of the client and/or accompanying persons, including minor children.

5. Clients VIP lounge are prohibited from: 

5.1. Enter the VIP lounge with unregistered weapons, ammunition, explosives, flammable, poisonous, radioactive and other hazardous items and substances that can be used to create security threats or can cause emergency (aviation) accident. In case of refusal to fulfil this requirement, the Contractor can refuse to provide service for the client. The clients are allowed in accordance with the normative legal acts of the Russian Federation governing the rules, procedure and conditions for carrying and transporting weapons and ammunition to carry weapons and ammunition in the VIP lounge, which provide for a procedure for servicing clients with weapons and ammunition after notifying the Contractor about the need to inspect the weapon and draw up documents for its transportation.
5.2. Bringing and consuming the food and drinks purchased outside the VIP lounge (except for baby food and specialized food for medical recommendations).
5.3. Smoking in non-designated areas (including electronic cigarettes and other devices using technology of steam, heating).
5.4. Be under the influence of alcohol, or drugs, or other intoxication in VIP lounge.
5.5. Using the infrastructure of VIP lounge (equipment, furniture, etc.) not for the intended purpose.
5.6. Arranging unauthorized sales.
5.7. Remaining in places intended for staff only (reception desk and other places for staff only).
5.8. Leaving children unattended.
5.9. Leaving personal belongings and valuables unattended.
5.10. Eating and drink during the massage chairs usage.
5.11. Violating the requirements of public order (insult staff, inconvenience other clients, making noise etc.).