Terms and Conditions
Website: www.alverstur.md
Last updated: 21 July 2026
Applicable from: 23 August 2026
These Terms and Conditions govern the use of the website www.alverstur.md, the making of reservations, the purchase of tickets and the use of passenger transport services offered, sold or intermediated through the Alverstur platform.
By using the website, making a reservation or purchasing a ticket, the Customer confirms that they have read and accepted these Terms and Conditions.
1. Website operator
The website www.alverstur.md is operated by:
ALVALVER S.R.L.
IDNO: 1004600026627
Registered address: Republic of Moldova, Strășeni District, Sireți village
Office: Republic of Moldova, Chișinău Municipality, 77 Ismail Street, Office 77
Telephone: +373 69 581 101
E-mail: info@alverstur.md
Hereinafter, ALVALVER S.R.L. is referred to as “Alverstur”, “we” or the “Website Operator”.
2. Role of Alverstur and the carrier
Depending on the selected journey, Alverstur may act:
- as the carrier;
- as a seller or distributor of tickets;
- as an intermediary between the Customer and the carrier operating the journey;
- as the organiser of a journey that includes one or more transfers.
The carrier that effectively performs the journey or part of it may be ALVALVER S.R.L. or a partner carrier.
The identity of the carrier, where available, as well as essential information about the journey, is communicated during the booking process, on the ticket, in the booking confirmation or through an operational message sent to the Customer.
Where the service is performed by a partner carrier, that carrier is responsible for the performance of the transport segment it operates and for the obligations imposed on it by applicable law. Alverstur remains responsible for its own obligations relating to the website, booking, ticket issuance, payment collection or intermediation of the service, as applicable.
3. Definitions
For the purposes of these Terms and Conditions:
- Customer/Purchaser means the person making the reservation or purchasing the ticket;
- Passenger means the person benefiting from the transport service and who may be different from the Customer;
- Carrier means the operator that effectively performs the transport;
- Reservation means a request to hold one or more seats;
- Ticket means an electronic or physical document confirming the right to travel;
- Order means all services selected by the Customer within one transaction;
- Journey means a transport service operated on a specified route and date;
- Transfer/Change of vehicle means continuing the journey using another vehicle or carrier;
- Optional service means an additional service, such as extra luggage, seat selection or other facilities displayed during the booking process.
4. Use of the website
The Customer undertakes:
- to provide correct, current and complete information;
- to verify the passenger details, route, date, time and selected stations;
- not to make fictitious or fraudulent reservations;
- not to use the website for cyberattacks, unauthorised access or other illegal activities;
- not to attempt to circumvent fares, promotional rules or security measures.
Alverstur may limit or suspend access to the website or cancel a reservation where there are reasonable indications of fraud, abuse, a cyberattack or a serious breach of these Terms and Conditions.
Such measures shall not affect any mandatory rights granted to the Customer by law.
5. Customer account
Where the website allows the creation of an account, the Customer is responsible for:
- keeping the password confidential;
- protecting the device used to access the account;
- immediately notifying Alverstur of any unauthorised access.
Alverstur may temporarily block an account where there is suspicion of unauthorised access, fraud or a security compromise.
Actions performed through the account may be regarded as having been performed by the account holder until Alverstur is notified, except where the incident is attributable to systems or security measures under Alverstur’s control.
6. Making a reservation
To make a reservation, the following information may be requested:
- the first and last name of the Customer and passengers;
- telephone number;
- e-mail address;
- route, date and boarding/disembarkation stations;
- passenger category or type of discount;
- other information strictly necessary for organising the journey.
The Customer must verify all information before confirming the order.
Alverstur shall not be liable for consequences caused exclusively by incorrect information provided by the Customer where that information was not corrected before departure.
7. Reservations made for other persons
The Customer may make a reservation for one or more passengers.
In such cases, the Customer confirms that:
- they are authorised to provide the passengers’ details;
- the information provided is correct;
- they have informed the passengers about the reservation and travel conditions;
- they have made the Alverstur Privacy Policy available to the passengers.
The Customer must not provide excessive information, copies of identity documents or sensitive information unless expressly requested and necessary for the journey.
8. Conclusion of the contract
Depending on the payment method and the rules applicable to the journey, the contract is considered concluded:
- when payment is confirmed and the ticket is issued;
- when a reservation with payment upon boarding is confirmed;
- when an express confirmation is sent by Alverstur by e-mail, SMS, telephone or another channel indicated by the Customer.
Merely initiating a payment or incompletely filling in the form does not guarantee that a seat has been reserved.
If payment is authorised but the ticket is not generated because of a technical error, the Customer must contact Alverstur to verify the transaction and arrange for the ticket to be issued or the amount to be refunded, as applicable.
9. Reservations with payment upon boarding
For reservations with payment upon boarding, Alverstur may request confirmation of attendance.
If the Customer does not respond to confirmation requests, provides an incorrect telephone number or states that they will no longer travel, the reservation may be cancelled so that the seat can be made available to another passenger.
10. Prices and currencies
The price is displayed before the order is confirmed.
The website may display prices in MDL, RON, EUR or other available currencies. The final transaction amount and settlement currency are indicated before payment.
Currency conversion carried out by the bank that issued the Customer’s card may use a rate different from the rate displayed on the website. Alverstur does not control fees or exchange rates applied by the Customer’s bank.
Additional services or luggage exceeding the included allowance may be charged separately, subject to prior information being provided to the Customer.
11. Online payment
Online payments are processed through an authorised bank or payment processor, including through authentication technologies such as 3D Secure.
Alverstur does not store the full card number or CVV/CVC security code on its own servers.
The Customer is responsible for using a payment instrument lawfully and with the cardholder’s authorisation.
Additional conditions relating to online payment are set out on the “Online Payment Terms and Conditions” page, which supplements these Terms and Conditions.
12. Ticket issuance and delivery
The ticket or booking confirmation may be delivered by:
- e-mail;
- SMS;
- the Customer’s account;
- electronic link;
- messaging service, at the Customer’s request;
- printing at the office, where this service is available.
The Customer must also check the Spam or Junk folder and contact Alverstur if the confirmation is not received.
The ticket may be presented electronically unless the carrier or the authorities require a printed copy.
13. Operational communications
For the performance of the reservation and transport service, Alverstur may send communications concerning:
- booking confirmation;
- the ticket and payment;
- the boarding time and place;
- a change of vehicle;
- operational contact details of the driver or dispatcher;
- delays, transfers, rescheduling or cancellation;
- a request to reconfirm attendance;
- safety or border-related information.
These communications are necessary for the performance of the service and do not constitute advertising messages.
Promotional messages are sent separately, in accordance with the Customer’s preferences and consent where such consent is required.
14. Discounts and promotions
Discounts, promotions and vouchers are applied in accordance with the conditions displayed at the time of booking.
They may be limited depending on:
- route;
- period;
- passenger category;
- number of available seats;
- payment method;
- direction of travel;
- completion of previous journeys.
A document confirming eligibility for a discount may be checked upon boarding.
If the document cannot be presented or the discount conditions are not met, the passenger may be required to pay the difference up to the full fare.
Unless otherwise stated, promotions and vouchers cannot be combined and cannot be exchanged for cash.
15. Seats and coach seating plan
Where seat selection is available, the vehicle plan is for information purposes and may be changed if the coach is replaced or for operational and safety reasons.
Alverstur will endeavour to retain the selected seat or provide an equivalent seat; however, numbering and configuration may differ in the replacement vehicle.
An optional paid service that cannot be provided will be refunded or compensated in accordance with the applicable conditions.
16. Arrival for boarding
The passenger must normally arrive at least 30 minutes before the scheduled departure time or at the time indicated in the confirmation message.
The passenger must:
- arrive at the correct station;
- have the ticket or confirmation;
- possess the required documents;
- follow the crew’s instructions;
- inform the driver of the disembarkation station when requested.
A passenger’s delay does not oblige the carrier to postpone departure.
Failure to arrive on time may be treated as a no-show, and the ticket may become unusable and non-refundable under the cancellation policy.
17. Timetables, delays and operational changes
Departure and arrival times are established based on the available schedule, but the duration of international transport may be affected by:
- traffic;
- border checks;
- weather conditions;
- roadworks;
- decisions of public authorities;
- accidents or road blockages;
- technical faults;
- the duration of transfers.
Alverstur and the carrier will make reasonable efforts to comply with the timetable and inform passengers.
Nothing in these Terms and Conditions limits the passenger’s mandatory rights in the event of delay, cancellation or non-performance of the transport service.
18. Transfers and changes of vehicle
Some journeys may include transfers to another coach, minibus or carrier.
In such situations:
- the transfer may have a separate place and time;
- separate tickets, fares or conditions may apply to each segment;
- the passenger must follow instructions regarding the change of vehicle;
- luggage may have to be moved to another vehicle;
- the Customer must verify all information received for all journey segments.
Where Alverstur sells several segments together, it will communicate the essential information available for the continuation of the journey.
19. Travel documents
The passenger is responsible for holding valid documents for:
- departure from the country of origin;
- entry and stay in the destination country;
- transit through countries along the route;
- travel by minors;
- transport of animals;
- any other applicable legal formalities.
Alverstur may provide general information, but such information does not replace verification with the competent authorities.
If boarding or border crossing is refused because of the passenger’s documents, the passenger shall bear responsibility, except where the loss was directly caused by incorrect information culpably provided by Alverstur.
20. Minors
Minors may travel only in compliance with the laws of the countries of departure, transit and destination.
The parent, guardian or responsible person must verify the requirements relating to:
- accompaniment of the minor;
- notarised declarations or powers of attorney;
- consent of legal representatives;
- identity documents;
- carrier conditions.
Reservations made by minors must be completed with the consent and under the responsibility of a parent or guardian to the extent required by law.
21. Luggage
The amount of luggage included may vary depending on the route and carrier.
Unless special conditions apply, the ticket may include one item of checked luggage and one item of hand luggage, within reasonable limits and subject to available space.
Additional, oversized or special luggage:
- must be declared before the journey;
- may be accepted only subject to available space;
- may be subject to an additional fee;
- may be refused where it affects safety or vehicle capacity.
The transport of goods prohibited by law is forbidden, including dangerous, flammable, explosive or toxic substances and goods for which the necessary authorisations are not held.
Documents, money, jewellery, electronic devices, medicines and other valuables must be kept in hand luggage and supervised by the passenger.
Loss of or damage to luggage must be reported to the crew as soon as possible and confirmed in writing to Alverstur.
22. Pets
The transport of animals is permitted only where allowed by the route, the carrier and applicable law.
The Customer must request approval before booking or departure and must hold the necessary documents, carrier cage or equipment.
The carrier may refuse to transport an animal where health, safety or passenger comfort requirements are not met.
23. Conduct on board
The passenger must respect the crew, other passengers and safety rules.
The following are prohibited:
- smoking inside the vehicle;
- excessive alcohol consumption;
- consumption of prohibited substances;
- aggressive, threatening or offensive behaviour;
- damage to the vehicle;
- obstruction of aisles and exits;
- distracting the driver;
- failure to follow safety instructions.
The carrier may refuse boarding or discontinue the transport of a person who endangers safety, breaches the law or seriously disrupts the journey.
The financial consequences will be determined according to the circumstances and applicable law, without limiting the passenger’s mandatory rights.
24. Rescheduling
Rescheduling may be permitted:
- at the Customer’s request;
- subject to seat availability;
- in accordance with the conditions of the route and fare;
- before the stated deadline.
Payment of a fare difference or an additional service fee may be required if this condition was communicated to the Customer.
25. Cancellation and refund at the Customer’s request
Where no special conditions are displayed for the selected route or fare, the following retention scale applies:
- cancellation more than 24 hours before departure: 10% retained;
- cancellation between 12 and 24 hours before departure: 20% retained;
- cancellation between 6 and 12 hours before departure: 30% retained;
- cancellation between 4 and 6 hours before departure: 40% retained;
- cancellation four hours or less before departure: 100% retained.
In the event of a no-show, the ticket may be considered used and may not be eligible for a refund.
Special conditions displayed before purchase for a specific route, promotion, fare category or carrier prevail over the general scale.
Refunds of online payments are generally made through the same payment instrument after the request has been verified.
The indicative processing period is up to 14 days from approval of the request, excluding any additional external bank processing periods.
This section does not limit the Customer’s mandatory legal rights.
26. Cancellation or modification by the carrier
Where a journey is cancelled or significantly modified, Alverstur or the carrier may offer, as applicable:
- rescheduling;
- an alternative route;
- an alternative transfer;
- a voucher, with the Customer’s consent;
- a refund of the amount corresponding to the service not provided.
The passenger will be informed using the contact details supplied during booking.
27. Force majeure and exceptional circumstances
In the event of force majeure or unavoidable circumstances, such as severe weather, border closures, strikes, conflicts, decisions of public authorities, road blockages or other events that cannot reasonably be controlled, the journey may be delayed, modified or cancelled.
Alverstur and the carrier will endeavour to provide a reasonable solution without limiting passengers’ rights under mandatory law.
28. Complaints
Complaints may be submitted to:
E-mail: info@alverstur.md
Telephone: +373 69 581 101
Address: 77 Ismail Street, Office 77, Chișinău Municipality
To identify the matter, the complaint should include, where possible:
- booking or ticket number;
- passenger name;
- route and travel date;
- description of the issue;
- relevant documents or photographs.
Complaints will be examined within the time limits prescribed by applicable law.
29. Data protection
Personal data is processed in accordance with the Privacy Policy published on www.alverstur.md.
By making a reservation, the Customer confirms that they have read the Privacy Policy.
The processing of data necessary for the reservation and transport is based mainly on the performance of the contract and compliance with legal obligations, not on marketing consent.
30. Intellectual property
The website content, including the trademark, logo, texts, photographs, graphic elements, databases and software components, belongs to Alverstur or to rights holders who have authorised their use.
Unauthorised copying, distribution or commercial use is prohibited.
31. Website operation
Alverstur makes reasonable efforts to ensure the website functions correctly, but interruptions may occur for:
- maintenance;
- updates;
- technical incidents;
- supplier problems;
- security measures.
Where an error affects a payment or reservation, the matter will be verified using system records and payment processor records.
32. Limitation of liability
Nothing in these Terms and Conditions excludes or limits liability that cannot legally be excluded.
Alverstur shall not be liable for loss caused exclusively by:
- incorrect information supplied by the Customer;
- failure to comply with border requirements;
- the passenger’s delay;
- the passenger’s conduct;
- events outside Alverstur’s reasonable control;
- services independently provided by third parties, to the extent permitted by law.
33. Applicable law and dispute resolution
These Terms and Conditions are governed by the laws of the Republic of Moldova.
International transport may also be subject to mandatory rules of transit countries, the destination country or relevant international conventions.
The parties will attempt to resolve disputes amicably.
If an amicable solution cannot be reached, the dispute will be considered by the competent authority or court in accordance with the law, without restricting the consumer’s right to apply to competent authorities.
34. Amendment of the Terms and Conditions
Alverstur may update these Terms and Conditions where the services, website or legislation change.
For an already confirmed reservation, the version in force on the booking date will generally apply, except for amendments required by law or favourable to the Customer.
The updated version and modification date will be published on the website.
35. Final provisions
If any provision is declared invalid, the remaining provisions shall continue to apply.
In the event of any conflict between these Terms and Conditions and a mandatory legal rule, the mandatory legal rule shall prevail.
Thank you for choosing Alverstur. We wish you a pleasant journey!
2026 ALVERSTUR
