Brand in customer service

Delivery at the promised time.

Equipment fits the guest comfortably; uncomfortable items are replaced.

Transparent pricing.

After every rental, equipment undergoes a full cycle of inspection, necessary maintenance, drying and treatment appropriate to the item.

All four branches have workshop machines. Most high-value equipment is concentrated at one branch. Staff select the service location according to the task and available equipment.

Responsible: fitting staff. Ask about activity, experience, parameters, group and preferred handover location. Explain the next steps. Outcome: a clear request and agreed contact method.

Responsible: fitting staff. Check availability and comfort, ask about fitting sensations and explain usage. The guest understands the kit and reports discomfort. Outcome: a suitable option or an agreed replacement search.

Responsible: order coordinator. State items, rental period and calculation, total, included services and separate charges. Check the guest’s understanding and record the agreement. Outcome: shared understanding of the order and amount.

Each branch sets model-offer prices manually, taking equipment usage and branch costs into account. Model season and physical equipment rental seasons are separate data; age does not trigger an automatic discount. Skis include bindings; boots and poles are selected separately or in a complete kit.

Hourly limits and checkout times are branch-specific. Laplandia offers 2–5 hours; longer rentals use the daily rate. Items without an hourly rate are charged by the day, including in an hourly order. Laplandia’s daily return window is 08:30–09:30 on the next due date in local time. The 09:30 deadline is inclusive; later returns incur a further full day. Other branches keep their own settings. Guests see the period and itemised calculation before submitting.

We deliver and collect throughout Sheregesh: at a hotel, home or the slopes.

With a full kit 08:45–22:00: free. Without a kit or 08:00–08:45 / 22:00–22:30: 500 ₽ each way. Agree addresses with our team.

Responsible: handover or delivery staff. Check contents, condition, comfort, promised time and return terms. Provide a replacement contact. Outcome: the guest receives agreed equipment and knows how to get help.

Responsible: enquiry handler. Share the available contact channel at handover. Clarify discomfort and pass it to fitting staff. Outcome: the request is acknowledged and assigned.

Responsible: fitting staff; disputed terms go to the shift lead. Check options and agree the item, place, time and any charges before dispatch. Recheck comfort. Outcome: replacement or an agreed next option.

Responsible: return or delivery staff. Compare items, period and cost with the agreement, record condition and send equipment for preparation. Explain disputes using facts and escalate to the responsible person. Outcome: a clear rental closure and preparation started.

Responsible: branch representative. Ask what worked and what needs improvement, record the issue and resolution. Outcome: feedback feeds quality review without invented ratings.

Delay: flag the risk, check the route, agree verified timing or an alternative. The order coordinator handles contact, delivery staff handle the route, and unresolved issues go to the shift lead.

No suitable replacement: explain available options without pressure and escalate to the shift lead. Agree the solution, cost and follow-up with the guest; do not impose arbitrary charges.

Price dispute: check contents, period, initial agreement and calculation, explain the discrepancy and escalate. Equipment condition complaint: record the item and circumstances, request technical review and agree next steps.

Every enquiry gets an owner, next step and confirmed follow-up channel. Personal details are discussed privately; public replies contain only appropriate information.

Record the kit items: skis or snowboard, boots and selected extras. List helmets and clothing separately when included in the order.

Quote individual-item delivery and collection charges from the current tariff before confirming the order.

Before dispatching a replacement, agree the item, category, place, time and final cost. Explain any price change in advance.

State the rental start and end, period calculation and extension terms from the current price list. Repeat the return time at handover.

For workshop work, confirm equipment availability, service location and timing with the technical specialist.

Assign every enquiry a responsible person and next contact. The shift lead handles exceptional decisions and compensation within their authority.

1. The order record contains items and IDs, period calculation, delivery and collection, promised time, all charges and total RUB. Staff explain these before confirmation.
2. For unfinished orders, pass the reference, next step, place, time, owner and current contact to the next shift. Record time or cost changes separately from the original agreement.
3. Condition complaint: stop handover or use of the disputed item, record the description, refer to a specialist, agree a solution and state the next contact. Record the outcome without disputing the guest’s experience.

Pay for rental when you return equipment to the courier or rental operator. Each return is paid for separately; the remaining equipment stays with you.

Agree on payment, rescheduling and cancellation before a service booking is confirmed. See the service page for its offer terms.

Return separate items or part of a quantity. Each complete kit must be returned together.

In the account, guests choose return items, quantities, location and time. The enquiry goes to the team; the courier or operator confirms physical receipt and the final settlement. The enquiry is not a monetary refund.