1.1. Pursuant to Decree No. 294 of the President of the Russian Soviet Federative Socialist Republic On Highly Valued National Heritage Sites of Russia, dated 18 December 1991, the Federal State Educational Institution of Culture “The Pushkin State Museum of Fine Arts” (hereinafter referred to as the “Museum”) is classified as a highly valued cultural heritage site of peoples of the Russian Federation.
1.2. Pursuant to Federal Law 73-FZ On Cultural Heritage (Historical and Cultural Monuments) of Peoples of the Russian Federation, the preservation of cultural heritage sites of peoples of the Russian Federation is guaranteed in Russia in the best interest of today’s and future generations of the multicultural population of the Russian Federation.
1.3. Pursuant to Decree No. 1487 of the President of the Russian Federation On Highly Valued National Heritage Sites of the Russian Federation, dated 30 November 1992, institutions classified as or using highly valued sites shall be responsible for the preservation and proper use of such sites.
1.4. These Rules are intended to ensure the preservation of the Museum as a cultural heritage site as well as to provide public access to exhibits and collections of the Museum and must be unconditionally observed by all individuals when they are within the territory of the Museum.
1.5. The Museum’s territory comprises the buildings of the Museum Complex located at:
- Main Building Moscow 12 Volkhonka St.
- Department of 19th and 20th Century European and American Art Moscow 14 Volkhonka St.
- Department of Private Collections Moscow 10 Volkhonka St. 8 Volkhonka Street, bldg 1
- Sviatoslav Richter Memorial Apartment Moscow 2/6 Bolshaya Bronnaya St., Apt. 58.
- Mouseion Children’s Educational Center Moscow, 6 Kolymazhny Lane, bldg 2
- Eduard Steinberg’s Workshop Tarusa 15 Paustovsky St.
The territory of the Museum encompasses exhibition halls, staircases, corridors, recreation and service areas, vestibules and courtyard areas available to visitors.
1.6. These Rules apply to visitors of the Department of Manuscripts, the Museum’s library, the Mouseion Children’s Educational Center, the Sviatoslav Richter Memorial Apartment and Eduard Steinberg’s Workshop, which are subject to special regulations applicable only within the territory thereof. The said special regulations are available on the official website of the Museum (pushkinmuseum.art) and in the above departments of the Museum.
1.7. The operating procedures and responsibility of the Museum officials for ensuring the safety of the Museum Complex and high culture of services rendered to its visitors are determined by applicable laws of the Russian Federation and internal regulations of the Museum.
1.8. Commercial usage of photos and videos of any venues or exhibits of the Museum is allowed only if the visitor has made arrangements in advance with the Museum.
1.9. Photo and video shooting by media representatives is subject to their prior accreditation through the Museum’s Media Office.
1.10. Visitors failing to comply with these Rules may be asked to leave the Museum and may be prosecuted as provided for by applicable laws of the Russian Federation.
- Operating Schedule
2.1. The buildings of the Museum, including its exhibition halls, may be visited on the days and within the hours established in accordance with the Museum’s operating schedule.
2.2. Pursuant to Article 52 of the Fundamentals of the Russian Legislation on Culture (approved by the Supreme Soviet of the Russian Federation on 09 October 1992, No. 3612-1), the Museum’s operating schedule is determined by the Museum Director’s orders.
2.3. Information about the Museum’s operating schedule is available:
- on the official website of the Museum (pushkinmuseum.art);
- on information boards in entrance areas of the Museum’s buildings.
2.4. The operating schedule of the Museum’s buildings, certain exhibitions and exhibition halls may be subject to permanent or temporary change.
2.5. The operating schedule of the Guided Tours Office, the Audio Guide Rental Desk, the cafés, shops and other customer service functions of the Museum may differ from the Museum’s operating schedule.
2.6. The Museum’s opening time means the time when the buildings of the Museum and exhibition halls are opened for visitors and ticket sales start. The Museum’s closing time means the time when its exhibition halls are closed for visitors.
2.7. Admission to the Museum and ticket sales are stopped 1 hour before the Museum’s closing time.
- Admission to the Museum and Ticket Purchase
3.1. Visitors must produce tickets in order to enter the Museum for individual tours, guided tours or participation in events within the territory of the Museum.
3.2. When buying an admission ticket, the visitor assumes the obligation to behave in an orderly manner and comply with the established Rules for Visitors of the Museum.
3.3. Visitors may buy tickets for individual tours at the Museum’s ticket offices on the day of the visit or in advance on its official website (pushkinmuseum.art).
3.4. Tickets for events, including guided tours, may be bought in advance at the Museum’s ticket offices or on its official website. The Museum reserves the right to set a special procedure for selling tickets to some events.
3.5. The Museum reserves the right to limit the number of tickets per online order or per person.
3.6. Tickets can be bought on the official website of the Museum in accordance with the procedure determined in the User Agreement and the Rules published on the official website of the Museum (pushkinmuseum.art).
3.7. The Museum is not liable for tickets that have not been bought at the Museum’s ticket offices or on its official website and cannot guarantee their validity. Tickets that do not correspond to the official design approved by the Museum (including tickets with corrections, missing details required by the law, or price that has been adjusted or taped over) are invalid and cannot be returned. The Museum has the right to refuse admission with such tickets.
3.8. Visitors are admitted to the Museum and tickets are purchased at the ticket offices on a first-come, first-served basis. The following categories of visitors can enter the Museum’s building and buy admission tickets ahead of the line upon producing an official certificate and a passport (in case the produced certificate has no photo of its holder):
- Heroes of the Soviet Union, Heroes of the Russian Federation, Full Cavalier of the Order of Glory;
- Heroes of Socialist Labor, Heroes of Labor in the Russian Federation, Full Cavalier of the Order of Labor Glory;
- veterans and disabled veterans of World War II and military operations; former underage prisoners of concentration camps, ghettos and other detention facilities established by the Nazis and their allies during World War II;
- employees of Russian state-run museums and ICOM members;
- individuals with a Category 1 or 2 disability and one accompanying person;
- individuals with a Category 3 disability with a musculoskeletal disorder and one accompanying person;
- senior citizens >70 y.o.;
- visitors who purchased tickets in advance1;
- visitors who participate in such programs as Friends of the Pushkin Museum, Museum Graduate, Patron of the Pushkin Museum and Corporate Patron of the Pushkin Museum2;
- pregnant women and visitors with children under 3 y.o.3.
3.9. The price of the Museum’s tickets and services is established by orders of the Museum’s Director in accordance with Letter No. 7-1026 of the Ministry of Economic Development of the Russian Federation On Methodological Recommendations on Calculation and Application of Open Prices and Rates of Products, Goods and Services, dated 20 December 1995.
3.10. The list of visitor categories allowed to visit the permanent exhibition of the Museum against a reduced-fare ticket (discounted ticket price), free ticket or free or reduced-fare ticket valid only on certain days is available on the official website of the Museum or on information boards at the Museum’s ticket offices.
3.11. Reduced-fare or free entrance is allowed only upon the presentation of a document confirming its holder’s eligibility for the privilege at the ticket office.
3.12. Reduced fares and ticket prices can differ for temporary and permanent exhibitions.
3.13. When entering the Museum, the visitor must walk through a metal detector line and, if requested by a police officer or the Museum’s Security officer (when they are acting in their official capacity), provide their personal items for a security check. Individuals who refuse to provide their personal items for a security check are not allowed entrance to the Museum.
3.14. Visitors who use pacemakers or other medical devices sensitive to a metal detector’s interference should inform the Museum’s staff about it prior to the personal search and produce a document confirming the presence of the medical device. Such visitors will be searched without specialized search tools.
3.15. Visitors in wheelchairs are searched with a hand-held metal detector and undergo a manual inspection (pat-down).
3.16. The visitor must show their ticket to the Museum’s staff at the checkpoint when entering each area covered by the ticket (permanent exhibition, temporary exhibition area, event areas), at which point the ticket collector checks the ticket and marks it so that it cannot be used again.
3.17. If the visitor needs to return to the entrance area after passing through the checkpoint, the visitor should approach the ticket collector at the checkpoint or the administrator at the information desk in order to coordinate the procedure for reentering the exhibition halls.
- Service Procedure
Individual Tours of Permanent and Temporary Exhibitions
4.1. The individual tour allows the visitor to tour the permanent and/or temporary exhibitions on their own without a guide.
4.2. An open admission ticket enables the visitor to enter the ticket-covered area once on the date specified on the ticket.
4.3. An admission ticket with a fixed visiting session enables the visitor to enter the ticket-covered area once on the date and at the time specified on the ticket. The session start time is the time when the visitor is allowed to enter the exhibition. Unless otherwise provided for on the ticket, the tour duration is limited only by the operating hours of the Museum.
4.4. Information about the types of admission tickets and the areas they cover is published on the official website of the Museum (pushkinmuseum.art).
Guided Tours of Permanent and Temporary Exhibitions
4.5. The guided tour means a tour of permanent and/or temporary exhibitions conducted by a guide. The Museum reserves the right to consider a guided tour to be any tour of the Museum’s exhibitions by a group of visitors guided by a member of that group who is telling the others about the Museum’s exhibits throughout the entire tour with regular stops near the Museum’s exhibits, whether such tour is fee-based or free of charge for its organizer and participants. Group visits to the Museum presented as talks, walks, discussions, meetings at exhibitions, etc. are also considered to be guided tours.
4.6. The guided tour service includes a one-time tour of the permanent exhibition or gallery with a guide on the date and at the time specified on the guided tour voucher.
4.7. The price of the guided tour service includes the cost of the guided tour voucher and the admission ticket to the guided tour area. The guided tour voucher is valid only in combination with the admission ticket.
4.8. The Museum’s guides offer group tours for organized groups of visitors as well as for combined groups of individual visitors.
4.9. The Museum reserves the right to limit the number of participants on a tour as well as the number of guided groups in one hall of the Museum at a time.
4.10. Third parties that are not part of the Museum’s staff may conduct guided tours in the Museum’s buildings only if they have made arrangements with the Museum’s Guided Tour Office in advance and only on the basis of a guided tour voucher. The tour must take place strictly on the date and at the time specified on the voucher and must cover the specified theme.
4.11. Issuance of a guided tour voucher is required for a guided tour group of any size subject to Article 53 of the Russian Federation Law on the Fundamentals of the Russian Legislation on Culture that states: “Legal entities and individuals shall carry out tourist and excursion activities on cultural sites only under agreements with cultural authorities and institutions” in all situations regardless of the size of the tour group:
- if the guided tour is fee-based or promotional in nature for its participants and constitutes an individual service or a part of a service package provided by the guided tour organizer;
- if the guided tour organizer presents such group visit as a guided tour (walk, meeting at the exhibition, etc.) in publicly available information resources and specifies the date, time, theme, guide and participation terms (prior registration, etc.).
In other cases, any tour of an exhibition by a group of up to 4 visitors, which bears the marks of a guided tour as defined in Clause 4.5, is not considered to be a guided tour and does not require the issuance of a guided tour voucher.
4.12. At the request of the Museum’s staff, a third-party tour guide must produce a guided tour voucher and the registered certificate of accreditation by the Association of Escorting Interpreters, Guides and Tour Managers of Russia (the card type must be “EDINAYA” (COMBINED)).
4.13. The Museum may use any other methods to identify guided tour groups and visitors, including special stickers to be attached to clothes. When conducting a guided tour, the guide may ask any visitor without such sticker to leave the tour group if the group size exceeds the size that is safe for exhibits and visitors or if the participation of visitors without the sticker is disturbing the tour group members.
4.14. Information about the types and themes of guided tours and the procedures for booking and paying for guided tours is available on the official website of the Museum (pushkinmuseum.art).
Visiting Lectures, Concerts and Other Events
4.15. The Museum holds lectures, concerts and other cultural and educational events.
4.16. Access to the event area is granted no earlier than half an hour prior to the event commencement time. Admission to the event may be subject to a separate procedure.
4.17. Information about the date, time and theme of events is available on the official website of the Museum (pushkinmuseum.art).
Services for Holders of the Friends of the Pushkin Museum Card
4.18. The Museum provides services to holders of Friends of the Pushkin Museum cards in accordance with the terms specified on the card they have purchased. Information about the program and the card types is available in the Friends of the Pushkin Museum program section on the official website of the Museum (pushkinmuseum.art/museum/support_us/friends/).
Children in the Museum
4.19. Children under the age of 14 are allowed to enter the exhibition halls for individual tours or participate in guided tours or other events for children or families only if they are accompanied by adults.
4.20. Children above the age of 10 can participate in events for children in lecture halls outside the main exhibition without adult supervision.
4.21. Parents and accompanying adults must inform children of the rules of conduct in the Museum and are responsible for children’s adherence to them.
4.22. The Museum’s events, including guided tours, are adult-oriented sessions unless otherwise indicated in the event description published on the official website of the Museum (pushkinmuseum.art).
4.23. Children may access events for adults subject to the consent of their parents who are also responsible for such decision.
4.24. Attendance at children’s workshops in the Mouseion Children’s Educational Center is regulated by separate rules published on the official website of the Museum (pushkinmuseum.art).
4.25. The Museum reserves the right to alter the child attendance rules for certain events.
- Ticket Refund
5.1. The cost of the unused Ticket can only be refunded at the Museum’s Ticket Offices. The Refund period depends on the type of the Ticket:
Admission Ticket with no fixed start time on the day of the visit
Refund is possible not later than one (1) hour prior to the Museum’s closing time on the day of the visit specified on the Ticket
Event Ticket with no fixed start time on the day of the visit
Refund is possible not later than one (1) hour prior to the Museum’s closing time on the day of the visit specified on the Ticket
Combined Admission Ticket valid for 2 days
Refund is possible not later than one (1) hour prior to the Museum’s closing time on the last day of the visit specified on the Ticket
Admission Ticket with a fixed visiting session
Refund is possible not later than thirty (30) minutes prior to the Event commencement
Individual ticket to a public guided tour
Refund is possible not later than thirty (30) minutes prior to the Event commencement
Event Ticket with a fixed start time on the day of the visit
Refund is possible not later than thirty (30) minutes prior to the Event commencement
Group guided tours
Refund is possible not later than three (3) days prior to the date of the tour
Subscription pass to lectures, tours and Mouseion workshops
Refund is possible not later than three (3) days prior to the date of the first Event included in the subscription pass
Ticket to a concert of the “December Nights of Sviatoslav Richter” Festival
Refund is possible not later than seven (7) days prior to the date of the concert
Friends of the Pushkin Museum Cards and Pushkin Museum Graduate Cards
In accordance with the Card Use Rules.
5.2. If the refund request is submitted after the deadlines stated in Clause 5.1, the Museum reserves the right not to refund the cost of tickets to the visitor.
5.3. To get the refund at the ticket office, the visitor must fill out the application form, return the ticket and present an identification document. The price of tickets purchased with a bank card can only be refunded to the bank card used to make the payment. The period within which the ticket price is refunded to the visitor’s bank card depends on the card-issuing bank. The visitor must have the bank card on hand.
5.4. Partially used tickets (when only one of multiple areas covered by the ticket has been attended) are considered to have been used and may not be returned.
5.5. Subscription passes to lectures, guided tours and Mouseion workshops may not be returned after the first subscription event even if the subscription holder did not attend that event. Neither full nor partial refund is allowed
5.6. Tickets cannot be exchanged for any tickets with another date, of another price category, to another event, etc.
5.7. The procedure for returning tickets, guided tour vouchers and subscription passes paid for under an online order on the Museum’s official website is established in the User Agreement published on the official website of the Museum (pushkinmuseum.art).
- Visitors of the Museum must:
6.1. Comply with these Rules for Visitors and applicable laws of the Russian Federation and observe appropriate behavior and generally accepted ethical conduct standards.
6.2. Abide by requests of the Museum’s staff to behave appropriately and comply with these Rules for Visitors.
6.3. Buy admission tickets to the Museum at the ticket offices of the Museum on a first-come, first-served basis or on the official website of the Museum in accordance with the rules approved by the Museum and available on its website (pushkinmuseum.art/tickets).
6.4. Produce documents for the Museum’s staff or other authorized persons, certifying their right to enter the Museum’s building without waiting in line and to buy admission tickets ahead of the line.
6.5. Produce documents for the Museum’s staff when buying tickets or passing the checkpoint at the entrance to the area covered by the ticket, certifying their right to get reduced-fare or free tickets.
6.6. Produce the admission ticket / guided tour voucher / subscription pass at the request of the Museum’s staff: museum attendants, administrators, ticket collectors, Museum’s Security officers when they are acting in their official capacity.
6.7. When entering the Museum, the visitor must walk through a metal detector line and, if requested by a police officer or the Museum’s Security officer (when they are acting in their official capacity), provide their personal items for a security check. Individuals who refuse to provide their personal items for a security check are not allowed entrance to the Museum.
6.8. Leave their outerwear in the cloakroom and place bags, backpacks, document cases, briefcases, packages, umbrellas and other personal items with a size greater than 30×40х20 cm in lockers. It is not permitted to enter the exhibition halls of the Museum carrying items that are larger than 30×40×20 cm and that cannot be left in a locker due to their value or big size.
6.9. Approach the cloakroom personnel or the administrator at the information desk if they have lost their cloakroom ticket or the key to their locker, or if any personal items have gone missing from the cloakroom or the locker. The visitor shall be liable for the loss of the cloakroom ticket or key to the locker.
6.10. Switch off all communication devices or place them in silent mode when visiting exhibition halls, lectures, guided tours or events.
6.11. Wear the tour guide participant sticker provided by the guide in a well visible place on their clothing and keep it all the way through the guided tour.
6.12. Stop the guided tour immediately at the request of the Museum’s staff if that guided tour has not been properly approved by the Museum.
6.13. Leave the exhibition halls by the Museum closing time and the Museum building within 15 minutes after the Museum closing time. If the event ends after the Museum closing time, visitors must leave within 15 minutes after the end of the event.
6.14. Inform the Museum’s attendants or Security officers immediately if any unattended items have been found in the Museum’s territory and avoid moving them by themselves.
6.15. Compensate for any damage caused by the visitor to the Museum (Museum’s exhibits, elements of interior or buildings); the compensation amount is to be determined by an expert panel. Should the visitor refuse to compensate for any damage caused by them, the Museum has the right to enforce the relevant damage claim through a legal action.
6.16. Follow the recommendations and instructions of the Museum’s Security officers, police officers and members of other duty service teams of the Museum in the event of an emergency.
- Visitors have the right to:
7.1. View permanent and temporary exhibitions of the Museum.
7.2. Tour the Museum’s exhibitions individually or participate in guided group tours.
7.3. Use audio guides or personal electronic devices with audio tour programs in the exhibition halls.
7.4. Be informed about procedures and terms of access to the Museum’s collections.
7.5. Take photos and videos within the territory of the Museum subject to the restrictions imposed by these Rules (Clauses 8.2, 8.3 and 8.4).
7.6. Sketch works of art on paper (format A4 or smaller) without using portfolio stand. Other types of copying are only allowed subject to the prior consent of the Head Curator of the Museum, to be given in response to an official request.
7.7. Use a wheelchair within the territory of the Museum when needed.
7.8. Use a stroller when visiting the Museum with children under the age of 3.
7.9. Purchase the Museum’s products in the dedicated outlets within the territory of the Museum.
7.10. Visit the scientific library and the Department of Manuscripts subject to the authorization of the Museum’s Director or Deputy Director for Science, to be granted on the basis of a personal application or an official request from an institution.
7.11. Share feedback about the Museum by writing their opinion in the comment book at the information desk in the Main Building or in the feedback form available on the official website of the Museum (pushkinmuseum.art).
7.12. Report against any act (or omission to act) of the Museum’s staff by submitting a written complaint to the Museum's Director. The complaint should include:
- visitor’s full name and place of residence;
- department, position, full name of the Museum staff member whose act (or omission to act) has allegedly violated the rights of the visitor;
- subject matter and facts of the violation of rights, including the day and time when the alleged violation was committed;
- visitor’s contact details in order to inform the visitor about the results of the complaint investigation.
- Within the territory of the Museum visitors are not allowed to:
8.1. Disturb the peace in violation of these Rules for Visitors.
8.2. Take photos and videos with flash or with the use of a tripod, monopod or selfie stick.
8.3. Take photos and videos in temporary exhibition halls or when it is prohibited on the basis of copyright protection rules or other agreements with any third parties, provided that there is a notice about the prohibition on photo and video shooting in exhibition halls.
8.4. Take any professional videos or photos without making arrangements in advance with the Museum’s administration. Taking professional photos and videos means shooting with the use of a tripod, extra lighting and/or sound recording equipment, color scales, or additional power sources, or where special conditions are needed to prepare the halls and exhibits for shooting.
8.5. Enter the exhibition halls and lecture rooms of the Museum wearing or carrying outerwear. Outerwear includes coats, fur coats, sheepskin coats, jackets, fur vests, down coats, raincoats, windbreakers, trench coats, parkas, and others of any type of material.
8.6. Enter the Museum without shoes or clothing.
8.7. Enter the Museum wearing soiled clothes or carrying any items that could soil the clothes of other visitors and/or museum exhibits and interior elements.
8.8. Bring firearms, piercing and cutting items, easily breakable objects or flammable, poisonous and toxic substances into the Museum.
8.9. Bring into the exhibition and lecture halls any items that are larger than 30x40x20 cm (bags, backpacks, document cases, briefcases, packages), umbrellas, any sport equipment items, musical instruments, flowers, and drinks, including bottled drinks; exceptions are strollers, wheelchairs, canes, crutches and other auxiliary aids for mobility-impaired visitors.
8.10. Carry a backpack on the back in exhibition halls.
8.11. Consume any drink, including bottled water, inside the exhibition halls or food within the territory of the Museum except in designated places (cafés).
8.12. Speak on mobile telephones in exhibition and lecture halls of the Museum.
8.13. Speak in a loud voice in exhibition and lecture halls of the Museum.
8.14. Conduct a guided tour for groups of any size without making arrangements in advance with the Museum’s administration, whether the organizer conducts that guided tour on a commercial or free-of-charge basis. The guided tour voucher is deemed to be the official confirmation of the Museum’s authorization to conduct such guided tour.
8.15. View an exhibition with a group bearing the marks of a guided tour group (as defined in Clause 4.5) if such viewing is not a guided tour agreed upon with the Museum.
8.16. Participate in events, including guided tours, held in the Museum’s halls if the visitor has no ticket for such event.
8.17. Listen to audio guides using external dynamic speakers or the loudspeaker mode on their mobile devices.
8.18. Use audio equipment with the sound amplification system switched on or sing, dance or play musical instruments.
8.19. Cause damage to exhibits, interior elements, equipment, tools and buildings of the Museum.
8.20. Touch the museum exhibits, items, showcases and elements of the interior or use the settings (column bases, pedestals, etc.) as a place to rest.
8.21. Walk behind the barriers or access non-public areas.
8.22. Use electrical outlets to charge mobile devices or to operate electric appliances.
8.23. Access the Museum’s service and utility areas without authorization.
8.24. Remain in the Museum after its closing time.
8.25. Leave litter and dirt on the premises and within the territory of the Museum.
8.26. Write notes or paste notices, posters and other types of information materials.
8.27. Show symbols intended to foster racial, social, ethnic and religious hatred and enmity.
8.28. Smoke, use electronic cigarettes, drink alcohol, or use toxic substances and drugs or visit the Museum when under the influence.
8.29. Ride bicycles, scooters, roller skates or hoverboards or use other similar means of transportation or sport equipment.
8.30. Sit or lie on the floor or in folding chairs, on pillows or on other items brought by the visitor except when prior arrangements have been made with the Museum.
8.31. Enter the territory of the Museum with any animals unless the visitor is visually impaired, when they may be accompanied by a guide dog.
8.32. Sell or distribute tickets, carry out any commercial, tour, promotional and other activities in order to make profits without making prior arrangements with the Museum’s administration.
- The Museum must:
9.1. Provide ticket office services to visitors in the Museum’s entrance area on a first-come, first-served basis. In the case of reduced-fare tickets, the ticket collector must ask the visitor to produce a document confirming the visitor’s eligibility for the privilege.
9.2. Provide cloakroom operations, namely acceptance of visitors’ outerwear, and availability of lockers for items that have a size greater than 30×40×20 cm.
9.3. Arrange an information desk in the Museum’s entrance area where visitors can learn about procedures and terms of access to the Museum’s exhibits, including:
- information about the Museum’s operating times;
- information about temporary exhibitions;
- information about temporarily closed halls;
- list of the Museum’s services;
- information about booking a guided tour;
- information about how visitors may provide feedback, comments and suggestions related to the Museum’s operations to the Museum’s administration.
9.4. Provide an up-to-date and accessible system for navigating the buildings of the Museum Complex, including numbering the halls and marking the locations of the cloakroom, lavatories and other service functions of the Museum.
9.5. Ensure that exhibits in the exhibition halls have explanatory labels in the Russian language.
9.6. Provide accessibility to the buildings and exhibitions of the Museum for mobility-impaired and disabled visitors. To make arrangements for a Museum visit, visitors may seek assistance at the information desk on the day of the visit or contact Museum staff in advance, including by emailing email@example.com; a complete list of contact details are available on the official website of the Museum (pushkinmuseum.art).
9.7. Ensure that buildings of the Museum Complex are accessible in winter by keeping entrance approaches free of snow and ice.
9.8. Extend courteous treatment toward the Museum’s visitors.
9.9. Ensure that no measures of compulsion are taken against visitors except for cases referred to in Section 6 and Clauses 10.3, 10.4 and 10.8 hereof.
9.10. Ensure that Museum employees who interact directly with visitors wear badges with their full name and position or department.
9.11. Ensure that written proposals, reports and complaints from the public are received, registered, examined and then responded to within the time frame set by applicable laws, i.e. within 30 days of registration thereof.
- The Museum has the right to:
10.1. Alter the operating times of the Museum’s buildings, certain exhibitions and exhibition halls on a permanent or temporary basis.
10.2. Suspend access to the buildings and exhibitions of the Museum:
- in the event of an emergency;
- if the maximum capacity of simultaneous visitors in exhibition halls, vestibules and other service areas is reached;
- if the maximum number of event participants is reached or ticket sales for the event are over;
- if cloak rooms are full in cold seasons.
10.3. Deny (or suspend) admission to exhibitions, guided tours, lectures and events:
- in the event of an emergency;
- if the visitor has no admission ticket that would entitle them to enter the Museum on the day of the visit or attend the event;
- if the ticket produced by the visitor does not correspond to the official design approved by the Museum (including tickets with corrections, missing details required by the law, or price that has been adjusted or taped over);
- if the visitor does not belong to the category referred to on the ticket;
- in the event of any violation of these Rules.
10.4. Restrict access to the Museum’s exhibits and items within the territory of the Museum, including by closing exhibition halls:
- in the event of poor preservation condition of the Museum’s exhibits;
- if any conservation work or repairs are being performed;
- if any special conditions of the exhibit storage in the Museum’s depository should be observed;
- if a Museum item has been released to an exhibition;
- if a service break is required in certain halls because the air temperature and humidity levels there do not meet the standards of museum exhibit storage;
- if an exhibition or an event is held in halls with a separate admission against the tickets for such exhibition or event (when the visitor has no such a ticket).
10.5. Close the Museum grounds or its parts for government events taking place on the grounds or its parts and/or due to reasons established under the Federal Law On State Protection.
10.6. Limit the number of tickets that can be purchased by one visitor.
10.7. Ask visitors with reduced-fare tickets to produce a document confirming that they belong to a privileged category of visitors.
10.8. Stop an event in the Museum, including guided tours, if it has not been agreed upon with the Museum or it does not meet the requirements for events, including:
- if there is no document confirming the right to hold a guided tour or a session for a group of visitors in the Museum;
- if there is no document confirming accreditation in the Association of Escorting Interpreters, Guides and Tour Managers of Russia;
- if the tour group exceeds the permissible size;
- if the actual place of the guided tour and its theme differ from those specified on the guided tour voucher;
- if the information specified in the application for the event does not match the actual situation.
10.9. Allocate some seats for hearing-impaired visitors in the hall where an event is being held if the event involves sign language interpretation.
- Upon presentation of a ticket or a paid online order.
- Upon presentation of a program member card.
- Presentation of documents is not required.