Payment terms

Effective from 1 September 2026

These Terms set out how an order request is placed on Bigsmoke.kz, how a manager checks the order, how a payment method is chosen, how money received in advance is refunded and how an order is confirmed. Placing an order request or making an advance payment does not in itself guarantee that the goods are available, that the age check is passed or that the Seller accepts the order.

An order is confirmed only once a Big Smoke manager has told you directly that it is confirmed. Until then, money transferred by the buyer is treated as an advance payment received on condition that the order is confirmed later.

1. The Seller and scope

1.1. The Seller is the individual entrepreneur Rustem Nurlanovich Mukhtarov, trading as IE «VR46», IIN 910605300019, hereinafter the «Seller», «we» or «Big Smoke».

1.2. These Terms apply to orders whose requests are sent through the Bigsmoke.kz website, and to remote invoices and payment links that a manager sends in connection with such requests.

1.3. These Terms apply together with the Public Offer and the Public Agreement for the retail sale of goods on the Bigsmoke.kz e-commerce website.

1.4. As regards the moment an order is confirmed, the advance nature of a payment and the refund of money for an unconfirmed order, these Terms are special provisions and prevail over the general provisions of other Bigsmoke.kz documents. Delivery is governed by a separate document.

2. The role of the website and the status of a request

2.1. Bigsmoke.kz provides information about the range to the extent permitted by law and the technical means to put together and send a request to buy goods. The website does not automatically and unconditionally confirm every order placed.

2.2. Filling in the form, pressing the order button, receiving an automatic message, a request being given a number or a payment status being displayed mean that the request has been accepted by the information system for subsequent handling by a manager.

2.3. None of these confirms that the goods are available or reserved, that delivery is agreed, that the age check has been passed, or that the Seller has undertaken to hand over the goods.

2.4. Once a request is received, a manager contacts the person named at registration or checkout by phone, e-mail, messenger or another agreed channel.

2.5. The manager clarifies the contents and quantity of the order, actual availability, the final price, the information needed for the age check, the available payment methods and the essential terms of receiving the goods.

2.6. The Seller confirms an order by a separate message that states directly that the order is confirmed, or by another unambiguous action of the manager that the buyer has been told in advance counts as confirmation. An automatic bank notification of payment is not such a confirmation.

3. Age check

3.1. Tobacco products, heated tobacco products, hookah tobacco and mixtures, tobacco heating systems and other goods subject to a statutory age limit may be bought only by persons aged twenty-one or over.

3.2. By placing a request, the buyer confirms that they have reached the required age and that the information provided is accurate. This confirmation does not remove the Seller's right and duty to check the buyer's age.

3.3. The manager may ask for information or for an identity document to be shown by a lawful and technically available means. The check may be repeated when the goods are handed over.

3.4. If the buyer is under twenty-one, has not shown the required document, has given contradictory information, or their age cannot be reliably confirmed, an order containing age-restricted goods is not confirmed.

3.5. Only the information needed to identify the buyer and confirm their age is used for the check. Do not send copies of documents in open comments or unprotected public channels.

4. Available payment methods

4.1. Whether a particular payment method is available depends on the contents of the order, the bank used, the technical capabilities of the payment system and other conditions communicated before payment. Kaspi QR and Halyk QR are named as examples of supported banking services; this does not mean they are always available or that the bank concerned has any special relationship with the Seller.

4.2. All prices and payments are in tenge, unless another arrangement has been expressly agreed and is permitted by the legislation of the Republic of Kazakhstan.

4.3. The obligation to transfer money is fulfilled once the bank or payment system confirms that the funds have been credited. The buyer's bank receipt may be used for checking, but where they differ, information on the actual crediting prevails.

4.4. A payment made before a manager confirms the order does not oblige the Seller to confirm it and does not replace the checks of age, availability and terms of performance.

5. Order handling and payment sequence

5.1. If the chosen goods are unavailable, the manager may offer a change of quantity, an acceptable alternative, partial performance or another option. The order is changed or substituted only with the buyer's consent.

5.2. If the final price or contents differ from the request, the manager tells the buyer the new terms. The buyer may accept the change or decline it. Any amount overpaid is refunded; any shortfall is paid only once the buyer has agreed.

5.3. Delivery details, timing and cost are agreed separately and governed by the Delivery Terms.

6. Payment by a non-resident buyer

6.1. If the buyer is not a resident of the Republic of Kazakhstan, has no account or payment instrument with a Kazakhstani bank, or the payment method offered is not available to them, the method of settlement is agreed individually with the manager.

6.2. The Seller accepts payment only by a method that allows the payment to be lawfully made, identified and recorded in the Seller's settlement account in compliance with currency, tax, banking and other mandatory requirements.

6.3. Not being a resident is not in itself a reason for refusal. However, the Seller may decline to confirm or may cancel a request if the parties could not agree on a lawful and technically available way of accepting payment, or if the payment cannot be credited and properly documented.

6.4. Foreign bank fees, currency conversion and interbank transfer times are set by the banks and payment organisations. Before paying, the buyer checks the relevant terms of their own bank.

7. Unconfirmed orders and refunds of advance payments

7.1. If a manager does not confirm an order after receiving an advance payment, the Seller cancels the request in full or in the relevant part and refunds the amount received.

7.2. Grounds for not confirming or for cancelling may include:

• the buyer being under twenty-one, or it being impossible to reliably confirm the required age;
• the ordered goods, the required quantity or the technical means of fulfilling the order being unavailable;
• the buyer declining an offered substitute, partial performance or change of quantity;
• failure to agree on the cost, method, timing or other essential terms of delivery;
• failure to agree on a lawful and technically available payment method;
• the buyer declining revised terms after an obvious technical error in the price, range or description was found;
• any other lawful ground that objectively prevents the agreement from being concluded or performed.

7.3. The Seller processes and sends the refund within one to three business days of the request being cancelled, and in any case no later than three business days, provided the necessary payment details are available.

7.4. Money is returned by the same method and to the same payer it came from, where this is technically and legally possible. If a refund by the same method is not possible, the Seller asks for the payer's lawful bank details; the period in clause 7.3 then runs from when they are received.

7.5. How long it takes for a refund to be credited after it has been sent depends on the bank or payment system and may exceed the Seller's processing time. On request, the buyer is given whatever confirmation of the refund being sent is available.

7.6. Where an order is partly confirmed with the buyer's consent, the difference between the advance payment received and the price of the confirmed part is refunded.

7.7. The refund period in this section applies to cancellation before an order is confirmed. Refunds after the goods have been handed over, or cancellation of an order already confirmed, are governed by the Public Agreement and the legislation of the Republic of Kazakhstan.

8. Payment security

8.1. Pay for an order only using the bank details, QR code or payment link published on Bigsmoke.kz or sent by a manager through a confirmed communication channel. The payee must be IE «VR46» or an authorised payment partner expressly named by the Seller.

8.2. Big Smoke staff never ask for your banking app password, PIN, the full security code of a bank card or a one-time code for logging in to your bank. Do not share such information with anyone.

8.3. If you have any doubt that an invoice, QR code, link or message is genuine, contact support before paying, using the details in section 12.

8.4. The Seller issues an electronic or cash-register receipt and other payment documents in the manner established by law. A payment document confirms the payment but, where these Terms expressly say so, does not replace a separate confirmation of the order by a manager.

9. Mistaken and duplicate payments

9.1. In the event of a mistaken, duplicate or unidentified payment, the buyer contacts support without delay and provides the request number, date, amount and proof of payment, without disclosing any secret banking details.

9.2. A mistaken or duplicate payment is refunded after the crediting and the payer's identity have been checked, taking into account the applicable legislation and the rules of the bank or payment system.

9.3. The Seller may suspend confirmation of an order where there are signs of fraud, use of someone else's payment instrument, a mismatch in essential details, or a request from a bank, until a lawful check has been completed.

10. Personal data

10.1. Information obtained during ordering, payment, the age check and refunds is processed to contact the buyer, identify the payment, fulfil the request, prevent abuse and comply with the law.

10.2. Processing is carried out in accordance with the Consent to the collection and processing of personal data and the Bigsmoke.kz Privacy and Consumer Personal Data Processing Policy.

11. Final provisions

11.1. The Seller may change the list of available payment methods and the technical procedure for using them. A particular request is governed by the terms communicated to the buyer before the relevant payment.

11.2. A change to these Terms does not cancel an order already confirmed and does not unilaterally change the amount agreed for it, except where the law expressly provides otherwise.

11.3. Nothing in these Terms limits the buyer's mandatory rights. In the event of a conflict, the legislation of the Republic of Kazakhstan applies.

11.4. Enquiries about payment, confirmation of a request and refunds are accepted through the Seller's contacts.

12. Seller's details and contacts

This is a translation. In the event of any discrepancy, the Russian version prevails.