Terms and Conditions (www.alverstur.md)

Last updated: 15.02.2026

These “Terms and Conditions” (the “T&C”) govern: (i) the use of the www.alverstur.md website and (ii) placing bookings and/or purchasing tickets for international passenger transport services.

1) Operator / Contact details

• Company: ALVALVER SRL
• Phone: +373 69 581 101
• E-mail: info@alverstur.md
• Office address: Republic of Moldova, Chișinău, Ismail str. 77

2) Definitions

• Customer/Buyer – the person who places a booking/purchase on the website.
• Passenger – the person travelling (may be different from the Customer).
• Carrier/Alverstur – ALVALVER SRL and/or the contractual partner indicated in the booking, where applicable.
• Booking – a request to hold a seat/seats for a trip.
• Ticket/Confirmation – the document sent (usually by e-mail) confirming the right to travel under these T&C.
• Trip/Service – the transport service on a route and schedule.

3) Acceptance of the Terms

By accessing the website, creating an account, placing a booking, or paying for an order, you confirm that you have read, understood and accepted these T&C. If you do not agree, please do not use the website and do not place orders.

4) Website use rules

• You agree to provide accurate and complete information (name, phone, e-mail, passenger details).
• It is forbidden to use the website for fraudulent purposes (e.g., unauthorized payments, fake bookings, cyberattacks).
• We reserve the right to limit/suspend access in case of abuse, suspected fraud, or breach of these T&C.

5) User account (if available)

• You are responsible for keeping your login details confidential.
• Any action performed through your account will be deemed performed by you.
• We may temporarily block an account if we reasonably suspect unauthorized access or fraud.

6) Contract formation and order confirmation

• The transport service contract is considered concluded upon booking confirmation and/or payment confirmation (as applicable), when you receive the confirmation e-mail.
• Depending on the route and order type, payment may be online or at boarding; available options are shown during checkout.
• Alverstur may contact the Customer for reconfirmation (especially for pay-at-boarding bookings). If reconfirmation is not provided, the booking may be cancelled to avoid unjustified seat blocking.

7) Prices, currency, fees

• Ticket prices are displayed on the website and may be shown in multiple currencies (e.g., MDL/EUR/RON), depending on website settings.
• Additional fees may apply (e.g., extra/oversized luggage, optional services) – these are communicated before confirmation.
• If your card issuer uses a different currency, conversion is carried out under your issuer’s terms.

8) Online payment (if available)

• Online payments are made via secure pages of the payment processor/bank (e.g., maib, 3D-Secure).
• Alverstur does not store the full card number or CVV/CVC code.
• Refunds (where applicable) are generally made to the same payment method used for the purchase.

9) Ticket / confirmation delivery

• After the order (and payment, if applicable) is confirmed, the ticket/confirmation is sent by e-mail.
• The Customer is responsible for ensuring the e-mail address and passenger details are correct.
• If you do not receive the confirmation, check Spam/Junk and contact support.

10) Discounts, promotions, vouchers

• Discounts/promotions are subject to the conditions displayed at the time of applying (route, period, limited seats).
• Vouchers may have an expiry date, one-time use, and combination rules; unless stated otherwise, vouchers are not redeemable for cash.
• In case of suspected abuse (e.g., fraudulent generation/use), we may invalidate the discount and/or the order, while notifying the Customer.

11) Boarding rules, punctuality, stops

• We recommend arriving at boarding at least 30 minutes before departure for checks and formalities.
• Passenger delay does not change the schedule; failure to show up may result in losing the seat and the ticket becoming unusable.
• At regular stops, passengers must return to the coach within the time indicated by the crew; the coach may depart without delay.
• Times are indicative; delays may occur due to traffic, weather, border procedures, or incidents.

12) Travel documents and border requirements

• The Passenger is responsible for holding all required documents (passport/ID, visas, powers of attorney/consents, insurance, medical documents, as applicable) for entry/transit/stay.
• Denial of entry or removal by authorities due to improper documents is the Passenger’s sole responsibility.
• If border procedures significantly delay the trip, the coach may continue according to the operational schedule within reasonable limits.

13) Minors

• Minors travel under applicable law and the requirements of transit/destination countries (accompaniment, notarized consent, as applicable).
• The Customer/Parent/Guardian is responsible for the minor’s documents and completing required formalities.

14) Luggage

• The ticket price may include one hold luggage item and one hand luggage item, subject to route rules; excess may be charged.
• Extra/oversized luggage is accepted subject to available space and may require an additional fee.
• Transport of dangerous items/substances (explosive, toxic, flammable), weapons, prohibited substances, or goods requiring special permits without having such permits is prohibited.
• Valuables (documents, money, electronics, jewelry, medicines) must be kept in hand luggage; the Passenger is responsible for supervising them.
• Luggage loss/damage should be reported immediately upon arrival and as soon as possible in writing.

15) On-board conduct

• Smoking, alcohol consumption, and prohibited substances are forbidden on the coach.
• Aggressive/offensive behavior that disturbs other passengers or obstructs the crew is forbidden.
• For safety reasons, passengers must remain seated while the coach is moving and follow crew instructions.
• The Carrier may refuse boarding or discontinue travel for persons breaching rules or the law, without compensation for consequences caused by their own conduct.

16) Changes, cancellations, rescheduling, refunds

Conditions may vary depending on the route and ticket type. If special conditions are displayed during booking, they prevail.

• Rescheduling: may be offered subject to availability and route policy. Contact support with your order number.
• Cancellation/Refund: for online payments, refunds are usually made to the same card used for the purchase after eligibility is verified.
• Indicative processing time: up to 14 days (for valid requests), unless otherwise agreed in a specific case.

Retention policy (cancellation before departure):

• 100% retention – cancellation within 4 hours before scheduled departure time
• 40% retention – cancellation 4–6 hours before departure
• 30% retention – cancellation 6–12 hours before departure
• 20% retention – cancellation 12–24 hours before departure
• 10% retention – cancellation more than 24 hours before departure

No-show: if the Passenger does not arrive on time for boarding, the ticket may be considered used/not eligible for refund.

17) Force majeure and exceptional situations

In case of force majeure or unavoidable circumstances (e.g., extreme weather, road closures, strikes, conflicts, authority decisions, major technical failures), the Carrier may change the schedule, replace the vehicle, or cancel the trip. In such cases, we will try to provide reasonable alternatives (rescheduling / voucher / refund) where possible.

18) Support and complaints

• Please include: order number, route, date, passenger name, and a description of the issue.
• Contact: info@alverstur.md / +373 69 581 101

19) Intellectual property

Texts, images, logos, graphics, and website software belong to Alverstur or its partners and are protected. Copying, distribution, or use without permission is prohibited, except for normal website use.

20) Limitation of liability

• Alverstur makes efforts to ensure the website works properly but does not guarantee it will be error-free or uninterrupted.
• Schedules are indicative; delays may occur due to external causes (traffic, border, weather) to the extent permitted by law.
• Liability for luggage and damages is governed by applicable law and carriage conditions; the Passenger must mitigate damages and report incidents promptly.

21) Personal data and cookies

Personal data processing and cookie use are described in the Privacy Policy. By using the website, you confirm you have acknowledged it.

22) Governing law and jurisdiction

These T&C are governed by the laws of the Republic of Moldova. For international transport, rules/requirements of transit and destination states also apply. Disputes should be settled amicably; failing that, by the competent courts under the law.

23) Changes to the Terms

We reserve the right to update these T&C. The version published on the website applies at the time you use the website/place the order.

Thank you and have a pleasant trip!