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About Fotoproekt » Terms of Business

1. Work start. Registration of the customer.

1.1. Each customer of the company is a registered user of the automated system Fotoproekt. Each Customer shall accept Fotoproekt's terms of business. Any further customer service is provided in accordance with these rules.

1.2. The customer is registered only once (usually when placing his first order). The customer can not be registered more than once. A defined number of accounts is assigned to each customer's representative, i.e. each person working on behalf of the customer. The following are the types of customer registration:

• private individual - one account
• company - unlimited number of accounts

1.3. Each customer has a unique identifier in the system, consisting of Latin alphabet characters, numbers and the symbol "-" (minus). This symbol is called the customer's login and is also used for the access to My Account.

Logins for customers with multiple accounts (for companies) are formed in the following way:

• login is the login of the customer's primary account (the main account)
• name2.login is a login of the customer's second account
• name3.login is a login of the customer's third account
• and so on.

1.4. A specific set of individual parameters is assigned to each customer, the main ones are:

• the customer's balance i.e. the current state of the account balance
• turnover i.e. the sum of all orders for photographic services over the last year (365/366 days)
• discount on services i.e. the cumulative discount on services
• limit i.e. the limit on the cost of orders that can be placed without advance payment.

These parameters are the same for all the accounts of the customer.

1.5. Each new customer is given and initial limit of 2000 roubles. Following this the limit is calculated for each customer individually during the working process and is 20% of the value of the customer's order over the last year (365/366 days). This limit is calculated and assigned automatically as each order is being handed out and can not be changed. The maximum limit is 30000 roubles.

1.6. When registering or receiving the first order, each customer receives an individual client plastic card, which is a unique customer identification. The customer is given the card free of charge.

1.7. If the customer grants access to his account (his login / password or his client card) to third parties, the customer assumes full responsibility for the state of his account (his balance, limit, turnover, discounts, etc.), and for the safety of personal photographs (files, prints, films, etc.) and for the individual data (e-mail, telephone numbers, etc.).

1.8. If the customer loses his client card, he should notify a member of our staff to block access to the lost card.

2. Arrangement, execution, payment and distribution of orders.

2.1. To protect the financial and personal information of customers, each registration, receipt of orders and payment for orders is carried out only with an obligatory procedure of customer identification. The customer is identified by the following means:

1) in our service centers

• With his client card - the customer shows his individual client plastic card
• By means of the control question - the customer answers a special control question, the answer to which was set during the customer's registration

2) in My Account on our website

• By login and password - the customer enters his login and password to access the system

2.2. An order is placed by the customer independently via My Account on the website www.fotoproekt.ru or through a staff member in the service center. Each order can consist of an unlimited number of works. Each work in an order has the same execution parameters for a group of sources (films, files).

2.3. We take orders for services on the following terms:

• without prepayment, if the value of orders does not exceed the individual limit of the customer
• on 100% payment basis if the value of orders exceeds the individual limit of the customer

2.4. The current status of an order's execution is available for viewing in real time in My Account on our website www.fotoproekt.ru or may be imparted to the customer by a staff member if the client visits one of our service centers or calls be telephone.

2.5. We provide our customers with free automatic e-mail and SMS alerts when their orders are finished. Fotoproekt guarantees the timely sending of such messages. Responsibility for delivering them to the subscribers, however lies with the mail services and cellular operators, and so is beyond our control.

2.6. An order can be given out by a staff member in our service centers or by a courier and is accompanied by the deduction of the cost of the order from the balance of the customer's account. Customer can refill their balance in the following ways in advance or at the time of the order's distribution:

• over the counter by cash in our service centers
• over the counter by bank card in our service centers
• by bank card and by electronic cash through My Account on the website
• by cash to a courier from Fotoproekt's delivery service

3. Requirements for orders taken. Work with orders.

3.1. Films and files on digital media which meet Fotoproekt's technical requirements are accepted for processing.

3.2. Orders for photo services are performed in line with the standard options terminology used by Fotoproekt.

4. Turnaround and retention period of finished orders.

4.1. Normal turnaround of orders and notices concerning delays is available in the Services section of Fotoproekt's website. Turnaround is measured from the time the order is transferred to production and queued for execution regardless of the day of the week or the time of day.

4.2. In cases where it is not possible to complete the order the company undertakes to notify the client giving reasons. Notification is carried out via the accepted contact information (telephone number, e-mail) provided by the customer during registration.

4.3. Orders are considered as executed when all the works in the order have been performed and delivered to the given service center.

4.4. Finished orders are stored for 30 calendar days after they have been executed. The retention period for specific orders may be extended at the customer's personal request. At the termination of the retention period, orders are destroyed and their cost is subtracted from the customer's balance. Claims for such orders are not accepted. New orders can only be arranged after the debt for unclaimed orders has been paid off.

4.5. At the termination of the retention period of the finished orders, originals (films, materials for scanning, etc.) are not stored permanently. Unclaimed materials are stored within 60 calendar days and can be handed out upon payment of all services rendered. At the termination of the retention period, the orders are destroyed.

5. Guarantees and Responsibility. Claims. Confidentiality.

5.1. Fotoproekt guarantees the complete confidentiality of the customer's data: personal information (name, telephone number, e-mail and so on), image files, source materials for orders (films, photographs), completed orders (prints, decorated photographic works, media containing digital information), as well as all commercial information (status and history of balance, turnover, number of orders etc). These data are intended only for working with the customer and are not disseminated in any way or passed to third parties.

5.2. Fotoproekt guarantees a consistently high quality of work. In the case of unsatisfactory performance of an order the customer is entitled to compensation. The decision on compensation is taken on the basis of the customer's complaint application.

5.3. Claims in writing are accepted by managers in our service centers or by e-mail support@fotoproekt.ru, within 30 calendar days from the date of the finished order's distribution. A complaint must contain:

• the Customer's login
• the number of the order
• statement of the claim

5.4. An expert decision will made regarding each complaint, excepting those noted below. On the basis of the complaint the compensation is granted or, if a claim is unfounded, refused. Compensation is provided in the shortest possible time.

The following claims are satisfied without query:

• incomplete execution of works specified in the order
• incorrect execution of works and / or options specified in the order
• defects (jam, dust, scratches, repeated lines)
• A delay in order execution of more than 48 hours from the turnaround stated or individually specified by the customer, without the customer's prior notification.

5.5. Customers are granted the following kinds of compensation in case of impossibility of satisfactory execution of the order due to a fault on the company's part:

Compensation is also provided when there are problems with the delivery of orders due to a fault on the company's part:

In exceptional cases, additional compensations may be provided by mutual agreement with the customer. Such a complaint must be made by the customer in written form. Cash indemnity is carried out by refilling the customer's balance.

6. The procedure for return of funds according to complaints concerning work performed (purchased goods).

6.1. Return of funds according to complaints concerning the quality or speed of turnaround is made in the cases listed in paragraph 5.4 of the Terms of Business.

6.2. The customer must complete the following actions upon presentation of claims for services rendered (work), or claims for the quality of purchased goods or goods being unsuitable for the customer:

1. The customer must fill out an application. An application form for the return is given by the administrator of the service center.
   • When returning the goods, the customer must give a detailed reason for its return.
   • When presenting complaint regarding the services rendered, the customer must enclose a written claim, drawn up in accordance with paragraph 5.3 of the Terms of Business.
2. Attach a cash voucher.
3. The customer must be in possession of his identity document.

6.3. Return of funds is made on weekdays, in the presence of the administrator and directly in the service center, where the payment for the order was made or the goods were purchased.

6.4. The funds can be returned only to the person who made the payment, and only by the same method which was used to pay for the goods.