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Terms of Ordering Eyeglasses and Prescription Spectacle Lenses

Edition of 11 September 2026. Applies to orders placed on or after this date.

1. General Provisions

1.1. ALIV Optics LLP, represented by Managing Director Ivan Viktorovich Tulinov acting under the Charter (hereinafter the Salon), on the terms of this document (hereinafter the Terms) sells frames and spectacle lenses, makes eyeglasses to the individual parameters of natural persons (hereinafter the Customer) and orders custom-made prescription spectacle lenses from manufacturers.

1.2. The Terms are a public offer under Articles 387, 389 and 395 of the Civil Code of the Republic of Kazakhstan. The relations of the parties are governed by the provisions of the Civil Code on consumer contracting and retail sale, as well as the Law of the Republic of Kazakhstan "On Consumer Protection".

1.3. Any of the following actions of the Customer constitutes acceptance of the Terms (Article 396 of the Civil Code): signing the Order Form in the salon, paying for the order in full or in part, placing an order for spectacle lenses on aliv.kz or in the ALIV mobile app. From the moment of acceptance the Terms become a contract between the Salon and the Customer.

1.4. The Terms apply together with the Public Offer (aliv.kz/en/offer) and the Privacy Policy (aliv.kz/en/privacy). In matters of ordering eyeglasses and spectacle lenses, these Terms prevail in case of conflict.

1.5. An order for a child under 18 is placed by the child's legal representative (parent, guardian), who accepts the Terms on the child's behalf.

2. Definitions

  • Order Form – a paper or electronic document recording the prescription and centration parameters, frame, lenses, price, production time and the Customer's signature. The Order Form is an integral part of the contract.
  • Prescription – an ophthalmologist's or optometrist's prescription with the optical parameters of the lenses (sphere, cylinder, axis, addition, pupillary distance, etc.).
  • Ready Eyeglasses (tariff) – eyeglasses at the Salon's fixed tariffs: a frame of the selected price group, basic 1.50 lenses without coatings, a case, a cleaning cloth, an eye examination and the technician's work – at one price.
  • Stock Lenses – lenses of standard parameters available at the Salon or at a supplier's warehouse in Kazakhstan.
  • Prescription Lenses – lenses made by the manufacturer individually to the Customer's parameters: progressive, office, high-diopter and high-cylinder lenses, lenses of non-standard diameters and designs, myopia control lenses (Essilor Stellest, Hoya MiYOSMART), prescription sunglass lenses and any other lenses not held in stock.
  • Own Frame – the Customer's frame into which the Salon fits lenses (including under the "Lens Replacement" service).
  • Upgrades – lens options beyond basic: thinning (index 1.53–1.74), anti-reflective coating, photochromic, screen protection, etc. Paid as a surcharge on top of the tariff.

3. Placing an Order

3.1. An order is based on a Prescription. The Customer provides their own Prescription or has a free eye examination at an ALIV salon. The Salon recommends confirming a Prescription older than 12 months with a repeat examination.

3.2. If the eyeglasses are made to a Prescription provided by the Customer, the Customer is responsible for its accuracy and currency. Such eyeglasses not matching the Customer's vision while the Prescription has been followed exactly is not a defect in the Salon's work; remaking in this case is paid by the Customer.

3.3. The consultant records in the Order Form the Prescription and centration parameters, the frame, the type and characteristics of the lenses, Upgrades, the total price and the production time. The Customer checks the data and confirms it by signature. The signature means agreement with the order parameters and these Terms.

3.4. The Salon may propose different lens parameters (index, diameter, design) if those chosen by the Customer are technically unsuitable for the frame or the Prescription, and may decline to make the eyeglasses if the required combination is not feasible.

3.5. Myopia control lenses (Essilor Stellest, Hoya MiYOSMART) are ordered only with a doctor's prescription. The effectiveness of such lenses depends on the child's individual characteristics, wearing regime and regularity of check-ups; the Salon does not guarantee a specific degree of slowing of myopia progression. The recommended frequency of follow-up examinations is every 6 months.

4. Price and Payment

4.1. The order price consists of the price of the frame (or the Ready Eyeglasses tariff), the lenses, Upgrades and fitting work. The price is fixed in the Order Form before payment and does not change after the order is placed, except where the Customer changes the order (Section 6).

4.2. Current Ready Eyeglasses tariffs are published at aliv.kz/en/ochki-na-zakaz. Tariffs include basic 1.50 lenses without coatings; when Upgrades are chosen, the surcharge equals the price of the selected pair of lenses less the 4,000 KZT included in the tariff.

4.3. The order is paid in full when placed. By agreement with the Salon, a prepayment of at least 50% of the order price is allowed; the balance is paid on collection. The order is passed to the technician and into production only after payment (prepayment) is received.

4.4. Payment is accepted in the salon in cash and by cashless means (bank card, Kaspi, Halyk); for orders via the website and the app – by the methods listed at aliv.kz/en/payment. A fiscal receipt is issued for every payment.

4.5. Discounts and promotions apply under the rules published on the website on the order date. ALIV Club bonuses are earned and redeemed under the club rules (aliv.kz/en/club).

5. Production Time

5.1. The production time is counted in calendar days from the order date – the signing of the Order Form and payment (prepayment).

5.2. Eyeglasses with Stock Lenses are normally made within 5 working days. The exact time is stated in the Order Form.

5.3. Prescription Lenses, including Essilor Stellest and Hoya MiYOSMART, are made individually by the manufacturer and delivered to Kazakhstan. The waiting time is 21 to 30 days from the order date. In rare cases – delays in production, international shipping or customs clearance – it may take up to 40 days. The Salon notifies the Customer of a delay as soon as it becomes aware of it.

5.4. If the waiting time for Prescription Lenses has exceeded 40 days for reasons beyond the Customer's control, the Customer may, at their choice, agree a new date with the Salon or cancel the order with a refund of the full amount paid.

5.5. The Salon notifies the Customer that the order is ready by phone, WhatsApp, SMS or a push notification in the ALIV app using the contacts given in the Order Form.

6. Changing and Cancelling an Order

6.1. The Customer may change or cancel the order without deductions before work begins: for Stock Lenses – until the lenses and frame are passed to the technician; for Prescription Lenses – until the order is passed to the manufacturer, but no later than 24 hours from the order date.

6.2. Once Prescription Lenses have been passed into production, the order cannot be cancelled and the lens parameters cannot be changed: the lenses are made for a specific Customer and cannot be used otherwise. If the Customer withdraws from the order at this stage, the price of the lenses is not refunded; the price of a frame not yet passed for processing is refunded or credited towards another order.

6.3. Replacing the frame before the order is passed to the technician is possible if the new frame is technically compatible with the lenses already ordered (diameter, geometry). The difference in frame prices is paid by or refunded to the Customer.

6.4. A change of parameters after lens processing has begun is placed as a new order.

7. Collecting the Order

7.1. Finished eyeglasses are handed over at the ALIV salon stated in the Order Form. By agreement with the Salon, the eyeglasses may be delivered by courier within Astana or Almaty; in that case the fit adjustment is done in the salon at the Customer's first visit.

7.2. At handover, the consultant checks that the optical parameters of the eyeglasses match the Order Form, checks centration and fit, and adjusts the frame to the Customer's face. The Customer inspects the eyeglasses and assesses the fit and visual comfort.

7.3. By signing the Order Form (for delivery – the acceptance certificate) the Customer confirms receipt of the eyeglasses and the absence of visible defects: scratches, chips, frame damage. The Salon does not accept claims about visible defects not raised at handover. Claims about hidden defects are accepted during the warranty period (Section 9).

7.4. A third party may collect the order using the order number and the confirmation code sent to the Customer; the Customer is responsible for passing on the code.

7.5. A finished order is stored in the salon free of charge for 60 calendar days from the date of the readiness notice. If the order is not collected, the Salon sends a repeat notice. If the order is not collected within 30 days after the repeat notice, the Salon's obligations are deemed fulfilled and the Salon may dispose of the unclaimed order; the amount paid is not refundable, since the lenses were made to individual parameters and the work has been done.

8. The Customer's Own Frame

8.1. The Salon fits lenses into an Own Frame after inspection by a consultant. The Salon may refuse fitting if the frame is deformed, cracked, has loose hinges, a damaged rim or other signs that make fitting lenses unsafe for the frame.

8.2. The Customer is advised that fitting lenses into a used frame carries a risk of damage due to natural ageing of the material (brittle acetate, metal fatigue, hidden cracks). When accepting such a frame, the Salon makes a note in the Order Form, and the Customer confirms by signature that they accept the risk.

8.3. If an Own Frame is damaged during lens fitting for a reason listed in clause 8.2, the Salon does not compensate its cost. The lenses made are handed over to the Customer; refitting them into another frame is done for a fee, and where refitting is impossible, remaking the lenses is paid by the Customer.

8.4. If the frame is damaged through the Salon's fault (breach of technology, negligence), the Salon restores the frame or compensates its cost in the manner prescribed by law.

8.5. The Salon's warranty does not cover an Own Frame.

9. Warranty

9.1. Eyeglasses made by the Salon are covered by a 6-month warranty from the date the order is collected. If the lens manufacturer sets a longer warranty period for coatings, the manufacturer's period applies in that respect.

9.2. The warranty covers manufacturing defects:

  • optical parameters of the lenses not matching the Order Form;
  • peeling, clouding or cracking of coatings not caused by mechanical, thermal or chemical impact;
  • lens fitting defects (misalignment, a lens falling out, incorrect centration);
  • factory defects of a frame purchased at the Salon.

9.3. The warranty does not cover:

  • scratches, chips, abrasions and other mechanical damage to the lenses and frame;
  • deformation and damage from heat (sauna, car dashboard, hair dryer), contact with solvents, cosmetics, household chemicals;
  • natural wear of nose pads, temples, screws and coatings with prolonged use;
  • damage resulting from self-repair or repair by third parties;
  • a change in the Customer's vision after the eyeglasses were made;
  • loss of the eyeglasses or their parts.

9.4. When a warranty defect is found, the Salon, at its choice, repairs the eyeglasses free of charge, replaces the lenses or the frame, or, if the defect cannot be remedied, refunds the payment for the defective part of the order. Remaking Prescription Lenses under warranty is done within the time stated in clause 5.3.

9.5. For a warranty claim, the Customer hands the eyeglasses in at an ALIV salon together with the Order Form or the order number. The Salon inspects them and communicates its decision within 10 calendar days.

9.6. Fit adjustment of eyeglasses made by the Salon is free of charge for the entire period of their use.

9.7. The warranty does not limit the Customer's rights under the Law of the Republic of Kazakhstan "On Consumer Protection".

10. Adaptation and Lens Intolerance

10.1. Getting used to new eyeglasses, especially after a change of prescription, lens design or index, may take up to 14 days. Minor discomfort during this period is not a defect of the eyeglasses.

10.2. For progressive and office lenses there is an adaptation period of 30 calendar days from the date of collection. If the Customer has not adapted to the lenses within this period, they contact the salon; a specialist re-checks the Prescription, centration and fit.

10.3. If intolerance is confirmed by a Salon specialist and is not caused by an inaccurate Prescription provided by the Customer (clause 3.2), the Salon replaces the lenses once with a different design or with single-vision lenses at no charge for the work. The lens price is recalculated: if cheaper lenses are chosen, the difference is refunded to the Customer; if more expensive ones, the difference is paid by the Customer.

10.4. The adaptation period does not apply to single-vision lenses, myopia control lenses, or cases where the Customer declined a repeat examination recommended by the Salon.

11. Returns and Exchanges

11.1. Eyeglasses and spectacle lenses are medical devices made to the Customer's individual parameters. Under Article 30 of the Law of the Republic of Kazakhstan "On Consumer Protection", eyeglasses and spectacle lenses of proper quality are not subject to exchange or return. Withdrawal from the eyeglasses for reasons unrelated to their quality (the frame does not suit, the prescription has changed, a change of mind) after work has begun does not entitle the Customer to a refund, except in the cases expressly provided for in Sections 5, 6 and 10.

11.2. If defects for which the Salon is responsible are found, the Customer may demand that they be remedied, that the lenses or frame be replaced, or a refund in the manner set out in Section 9 and by law.

11.3. Refunds are made by the same method used for payment; to a bank card – within 3 to 10 working days depending on the banks' terms.

12. Liability and Claims

12.1. For non-performance or improper performance of obligations, the parties are liable in accordance with the legislation of the Republic of Kazakhstan.

12.2. The Salon is not liable for the consequences of using eyeglasses for other than their intended purpose (for example, reading glasses while driving), for wearing eyeglasses contrary to a doctor's recommendations, or for the outcome of treatment within which the eyeglasses were prescribed.

12.3. The Customer submits claims at an ALIV salon in person, by e-mail to hi@aliv.kz or via WhatsApp +7 702 223 72 23, stating the order number and the substance of the claim. The Salon reviews the claim and replies within 10 calendar days. Disputes not settled through the claims procedure are resolved in court in accordance with the legislation of the Republic of Kazakhstan.

13. Personal Data

13.1. By placing an order, the Customer consents to the processing of their personal data (name, phone, e-mail, Prescription and examination parameters), and a legal representative – to the processing of the child's data, for the purposes of performing the contract, warranty service and reminders about follow-up examinations. The processing procedure is set out in the Privacy Policy at aliv.kz/en/privacy.

13.2. Prescription parameters and order history are stored in the Customer's account on the website and in the ALIV app.

14. Final Provisions

14.1. The Salon may amend the Terms. A new edition is published on aliv.kz and applies to orders placed after its publication. Orders placed earlier are governed by the edition in force on the order date.

14.2. The Terms are published in Russian, Kazakh and English. In case of discrepancy between the versions, the Russian version prevails.

14.3. The Order Form, the fiscal receipt and these Terms together constitute the contract between the Salon and the Customer.

15. Salon Details

ALIV Optics LLP

  • BIN: 230740039760
  • Salons: Astana, 36B Bukhar Zhyrau St.; Almaty, 35A Satpayev St. – daily 10:00–19:00
  • Phone, WhatsApp: +7 702 223 72 23
  • E-mail: hi@aliv.kz
  • Website: aliv.kz