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Terms and conditions

Definitions, Contractual Conditions, Terms

I. Legal Framework

  1. The legal framework of tourism activity is constituted by the Constitution of the Republic of Moldova, this law, international treaties to which the Republic of Moldova is a party, and other normative acts regulating relations related to the field of tourism.
  2. If international treaties to which the Republic of Moldova is a party establish provisions other than those contained in this law, the provisions of the international treaties shall apply.

II. Main Concepts

  1. Tourist activity – the activity of tour operators and travel agencies, as well as other activities related to the organization of tourist trips;
  2. Travel agency (also called retailer) – natural or legal person who sells or offers for sale own tourist services or those contracted from other suppliers, as well as tourist service packages established by the tour operator agency;
  3. Tour operator agency (organizer) – legal entity that provides tourist services and that forms tourist service packages intended for marketing both through travel agencies and directly to consumers (visitors);
  4. Economic agents in the tourism industry – natural and legal persons providing services in the field of tourism: hotel services, serving meals to tourists, transporting tourists, excursions, guiding, leisure, spa treatment, as well as other complementary services;
  5. Travel insurance – contract concluded, through economic agents in the tourism industry or directly, between tourists and specialized insurance companies, which provides for the payment of compensation in the event of insured risks (road accidents, health damage, etc.);
  6. Professional association in the field of tourism – association established by economic agents in the tourism industry, having as its object of activity the coordination, monitoring, defense, promotion and representation of the interests of its members, as well as the organization of various actions specific to the tourism activity;
  7. Tourist information office/center – service intended to communicate useful information regarding travel and tourism to the public;
  8. Rural house – tourist accommodation and, where appropriate, catering structure, organized on the basis of one or more houses and/or buildings belonging to a household, privately owned in the same rural locality, which is presented in a traditional architectural style (regional, zonal or local) and which illustrates authentic rural life to tourists. The food of tourists at the rural house is also provided with products from its own production, grown in the households in the locality or from nearby localities;
  9. Tourist services contract – agreement of will by which one party (tour operator, travel agency) undertakes to provide the other party (tourist) with the stipulated services, and the latter undertakes to pay their cost;
  10. Tourist destination – geographical area or place that is visited by people for tourist purposes; the tourist destination can be local, regional or national;
  11. Trip – journey made, individually or in a group, on foot or by means of transport, on a pre-established tourist route, with educational, recreational, knowledge or leisure purposes;
  12. tripper – person who visits an area or a tourist destination for a day (without spending the night at the destination);
  13. Tourist facilities – set of equipment designed to meet the needs of tourists in a specific destination;
  14. Travel guide – natural person who leads and guides visitors, providing them with information about the locality, region, country and tourist destinations visited, and who provides qualified assistance in the field of tourism;
  15. Tourist group – six or more affiliated persons for the purpose of traveling, spending a stay, visiting tourist attractions;
  16. Tourist information and orientation indicator – sign, including road signs, showing the symbol, name and, where applicable, the direction and/or distance to the tourist attraction;
  17. Tourism industry – set of economic and commercial activities intended for the production of tourist services, corresponding to classification standards, carried out through accommodation and food, leisure and spa treatment structures, provision of transport services, organization of congresses and conferences, with a sports destination, through tourist information offices, through tour operators and travel agencies;
  18. Tourist infrastructure – set of buildings necessary for a tourist area to receive and serve tourists (accommodation, food, leisure and spa treatment structures, transport services, organization of congresses and conferences, with a sports destination, tourist information offices, centers for making/selling handicrafts, parking lots, etc.);
  19. Inventory of economic agents in the field of tourism in the Republic of Moldova – official, systematically updated recording instrument of all entities (natural and legal persons) carrying out economic activities in the field of tourism;
  20. Tourist resort – rural or urban settlement that presents a special tourist interest due to the existence within it or in its immediate vicinity of several tourist attractions, as well as tourist facilities;
  21. Tourist attraction – element or set of natural or anthropogenic resources that can attract visitors to a certain geographical area or place. The term can also be used with the meaning of tourist attraction;
  22. National tourist attraction – tourist attraction of national importance;
  23. Tourism Destination Management Organization (TDO) – association established by natural and legal persons under private law, in accordance with Law No. 86/2020 on non-commercial organizations, which operates on the basis of a partnership agreement concluded between the public administration authorities and the respective organization, with the aim of coordinating and supporting the management and sustainable development of a tourist destination, as well as its promotion;
  24. Tourist service package – a combination of at least two different types of travel services intended for the same trip or holiday, sold or offered for sale as a single product, at a price where the cost of each service is not separately identified; the package of tourist services is divided into 2 categories: travel package – combination of at least two different types of travel services intended for the same trip or vacation, defined according to the Civil Code, and excursion service package – combination of at least two different types of tourist services intended for the same trip or holiday, one of which is the excursion;
  25. Tourist heritage – set of elements that underlie the development of tourism activity in a certain territory, including natural and anthropic tourism resources, technical and material base, general infrastructure, tourism infrastructure and goods intended for tourist consumption;
  26. Tourist product – set of material goods and services, which highlights the elements of natural and anthropic tourism potential, as well as the infrastructure and technical-material base intended for tourist services;
  27. Tourism register – official recording instrument, managed by the central public authority responsible for developing tourism policies, which aims to centralize, update and monitor information regarding the national tourism heritage, as well as the activity of entities carrying out tourism activities on the territory of the country. The central public authority responsible for developing tourism policies establishes the methodological norms regarding the keeping, updating, accessing and using the Tourism Register, which is approved by the Government;
  28. Tourism resources – set of natural and anthropogenic elements which, by their qualities and specificity, are recognized and exploited through tourism to the extent that they are not subject to a comprehensive protection regime. Tourist resources can be natural (geomorphological elements, climate, flora and fauna, landscapes, mineral deposits, etc.) and anthropogenic (archaeological monuments and sites, architectural monuments, ensembles and reserves, memorial monuments and ensembles, technical and artistic monuments, museums, elements of folklore and popular art, etc.);
  29. Tourist route (tourist itinerary) – tourist route on which a journey takes place, indicating the localities along the way;
  30. National tourist route – tourist route of national importance, recognized as such according to the provisions of this law;
  31. RESORTS – length of time spent for tourist purposes in a specific tourist destination or on a specific itinerary;
  32. Tourist services – services provided by economic agents in the tourism industry, which include accommodation, meals, transportation of tourists, excursions, rental of cars, other vehicles or motorcycles, leisure services, spa treatment, tourist assistance and complementary services;
  33. Tourist resort – administrative-territorial unit or part of an administrative-territorial unit or area formed by neighboring localities or parts of neighboring localities, which has tourist resources and is determined according to the provisions of the Urban Planning and Construction Code;
  34. Tourist reception structure – construction and/or arrangement intended for tourist accommodation and/or catering for tourists, tourist entertainment, special transport for tourists, provision of therapeutic and/or recovery spa services for tourists, and related services. Tourist reception structures include: tourist reception structures with tourist accommodation and/or catering functions for tourists; tourist reception structures with tourist entertainment functions; tourist reception structures with transport functions; tourist reception structures with functions for preventive, therapeutic and/or recovery spa services, including integrated components in spa resorts;
  35. Holiday voucher – ticket or card with nominal value, issued in electronic form and/or on paper by an authorized operator, which is registered in a dedicated account and which is granted by the employer to the employee to cover expenses incurred in tourist reception structures in rural areas of the Republic of Moldova;
  36. Tourist route – distinct and/or marked route, intended for visiting tourist attractions located in one or more tourist destinations;
  37. Tourism – one of the priority branches of the national economy, with complex functions and multi-sectoral implications, which includes all activities carried out for the purpose of producing goods and providing services for tourists;
  38. Spa tourism – form of tourism practiced by people who visit balneoclimatic resorts for the purpose of health care or disease prevention;
  39. Cultural tourism – form of tourism that capitalizes on the cultural tourist attractions of a locality, area or country;
  40. Business tourism – form of tourism practiced for business purposes, including participation in business meetings, exhibitions and fairs, conferences, congresses and reunions;
  41. Ecological tourism – form of tourism oriented towards knowledge of nature and its conservation;
  42. Outbound tourism – the travel of residents of a country outside its borders for tourist purposes, with a stay of more than 24 hours;
  43. Domestic tourism – travel of residents of the Republic of Moldova within the country for tourist purposes;
  44. International tourism – set of relationships and phenomena resulting from the movement and stay of people who visit, for tourist purposes, a country other than their country of residence. It includes inbound and outbound tourism;
  45. Organized tourism – a form of tourism characterized by prior agreements regarding the provision, including services related to the tourist's travel and stay, through contracts or other types of arrangements;
  46. Self-guided tourism (unorganized) – a form of tourism that excludes any prior arrangements, the travel and stay being organized by the tourist himself;
  47. Inbound tourism – set of activities of a non-resident visitor in the country of reference, within an inbound tourist trip;
  48. Rural tourism – form of tourism carried out in rural areas and oriented towards the use of local tourist resources (natural, cultural, etc.), knowledge of the rural environment, its specific activities, local customs and traditions, peasant and farm households, etc.;
  49. Social tourism – form of tourism practiced by people with low incomes or socially disadvantaged (due to age, disability, family situation), the cost of which is partially or fully borne by the Government (through subsidies), by unions or social insurance companies;
  50. Sports tourism – form of tourism practiced for the purpose of carrying out sporting activities;
  51. Wine tourism – a form of tourism oriented towards discovering and tasting local wine products, which includes visiting tourist attractions, participating in wine tourism events and exploring wine regions, in order to learn about the culture, lifestyle and traditions, including oenological ones, of the tourist destination visited;
  52. Tourist – natural person who travels to any place, other than his/her place of residence, for a period of at least 24 hours and for a purpose other than carrying out a remunerated activity in the place visited;
  53. Guest – a person who travels to a place different from his usual environment, for a period of less than one year and for a purpose other than carrying out a remunerated activity in the place visited. Visitors are considered to include excursionists and tourists;
  54. Tourist voucher – accompanying document of the tourist, excursionist (group of tourists, excursionists), confirming the program of stay or assistance related to excursions and the payment for the services notified therein.

III. RIGHTS AND OBLIGATIONS OF TOURISTS. TRAVEL INSURANCE AND TOURIST SECURITY

1) Tourists have the right:

  1. to all services provided for in the tourist services contract;
  2. to personal security, to the protection of life and health;
  3. to protect the rights of consumers of tourist services;
  4. to medical assistance in accordance with the provisions of travel insurance;
  5. to immediately eliminate the violation of the clauses of the tourist services contract, violation detected during the trip;
  6. to repair the material and moral damage caused by failure to comply with the clauses of the tourist services contract;
  7. to free access to tourist attractions for the visit and use of which no legal restrictions are established;
  8. to correct, complete and clear information regarding the country of temporary residence: its normative acts, customs, values and traditions, as well as other local particularities.

2) Tourists are obliged:

  1. to comply with the clauses of the tourist services contract;
  2. to respect the legislation of the country of temporary stay, local customs and traditions;
  3. to comply with customs rules, state border crossing rules and the legal period of stay;
  4. to repair all damages caused to the economic agent in the event of violation of the clauses of the tourist services contract;
  5. to repair the damage caused to the country of temporary residence;
  6. to respect the norms for protecting tourist heritage and the environment in the place visited.

3) Travel insurance:

  1. Travel insurance for tourists is mandatory.
  2. Travel insurance must cover the costs of providing medical assistance to the tourist in the temporary place of stay.

4) Tourist protection and security:

  1. The protection and security of tourists on the territory of the Republic of Moldova are guaranteed by the state.
  2. The protection and rescue of tourists who have encountered exceptional situations is carried out by specialized subdivisions of the General Inspectorate for Emergency Situations of the Ministry of Internal Affairs.
  3. In order to ensure the security of tourists, economic agents in the tourism industry are obliged to:
    1. to inform tourists about the possible dangers they may face during their trip;
    2. to provide tourists with the necessary equipment and inventory for the form of tourism practiced;
    3. to ensure the provision of emergency medical assistance to people injured during the trip;
    4. to promptly inform local public administration authorities and interested persons about the exceptional situations that tourists have encountered and about missing persons.
    5. In the event of exceptional situations, the state takes measures to protect tourists who are citizens of the Republic of Moldova abroad, including their evacuation from the country of temporary stay.

IV. Contractual Conditions Provided by SRL "GLOSSAR INFOTUR"„

1) Subject of the Contract:

  1. Under the terms of this Contract, the Professional undertakes to offer the Traveler a package of travel services (tourist package, tourist package) (hereinafter referred to as the „Travel Package”), and the Traveler undertakes to pay the Professional the agreed price of the Travel Package („Contract Price” or „Price”). The Package of Services is reflected in the Tourist Voucher.
  2. The Travel Package includes the following services (hereinafter referred to as "services"):
    • Country
    • Accommodation period
    • Place of accommodation
    • food
    • Number type
    • Accommodation type
    • Transportation
    • transferring
    • Other services
    • ensuring
    • Explanations:
      1. Room types:
        1. SGL: single/single room;
        2. DBL: double/double room;
        3. TWN: double room with separate beds;
        4. TRP: triple/triple room;
        5. APT: apartment;
        6. FAMILY ROOM – family room.
      2. Table types:
        1. BB: breakfast;
        2. HB: half board/half board;
        3. FB: full board/full pension;
        4. RO: room only/without meals;
        5. AI/AII/ALL – all inclusive/all inclusive;
        6. UAI: Ultra All Inclusive/Ultra all inclusive;
        7. BO/RO – accommodation only without meals.
        8. INF- child up to 2 years old.
        9. AD- Adult traveler.
        10. CHD- child (2-12 years).
  3. The characteristics (description, quality) of the services consist only of the information indicated in this Contract and, additionally, in the pre-contractual information provided by the Professional to the Traveler. The Professional does not assume responsibility for information provided by other persons (hotels, transport companies, other travel agencies, package intermediaries, websites or social media pages not managed by the Professional, brochures not provided by the Professional, etc.). Therefore, the Traveler cannot rely on information provided by other persons regarding the services. That information does not show the characteristics of the services provided by this Contract.

2. CONTRACT PRICE, RESERVATION, RESERVATION CONFIRMATION, PAYMENT METHOD AND TERMS

  1. The Contract Price constitutes the equivalent in MDL of the amount of [uc] and is paid in MDL at the exchange rate established daily by the Professional and displayed on the information board in its office located at 129 Vasile Alecsandri Street, office 16, Chisinau, Republic of Moldova. From the moment the Traveler has paid the entire Price in MDL, the amount paid in MDL will become the final Contract Price. If, for any justified reason, the Professional is to refund the Traveler the Contract Price or part of it, the Professional will refund it finally taking into account the payment de facto received in MDL at the exchange rate on the day of payment of the Contract Price.
  2. Payments for the provision of additional services that are mandatory to be paid but are not included in the total price of the Contract constitute and include.
  3. The Contract Price may only be changed exceptionally in cases of change in (a) passenger transport prices resulting from the cost of fuel or other energy sources, (b) taxes and fees for certain services (embarkation and disembarkation at ports and airports, other mandatory payments), including tourist taxes, and (c) the exchange rate relevant to the Package. The Professional reserves the right to make minor changes to the contractual clauses and the Contract Price. The Professional informs the Traveler about the change in a clear, understandable and prominent manner.
  4. The Traveler must pay an advance payment of no less than 50% on the day of conclusion of the Contract and the remainder of the Contract Price at least 30 days before the first day of the Trip, unless another payment order is provided for in other articles of this Contract.
  5. If the order is booked less than 21 calendar days before arrival at the destination, full payment must be made within 3 calendar days after order confirmation.
  6. If the order is booked less than 5 calendar days before the start of the Trip, payment is made in the amount of 100% on the date of order confirmation.
  7. In case of booking the Trip by flight on regular flights. The Traveler must pay 100% of the Price within 3 calendar days after confirming the order.
  8. In case of early booking of the Trip according to the "Early Booking" program - the Traveler must pay 50% of the Price on the date of signing the contract, and the remaining 50% within 3 working days after confirmation of the Trip.
  9. If it is necessary to complete the visa for the Traveler in advance, the Traveler pays 100% of the Price until the visa completion begins.

3. RESERVATION, RESERVATION CONFIRMATION, PAYMENT METHOD AND TERMS

  1. Based on the conclusion of this Contract and the payment by the Traveler of the advance payment provided for in the Contract, the Professional will initiate the procedures for booking the services with the providers (directly or through the operator). Therefore, the Professional's obligation to provide the Service Package does not arise (in the legal sense it is considered an "obligation under a suspensive condition") until all service providers who will perform the Service Package have confirmed to the Professional the reservation of the services on behalf of the Traveler. After all providers have confirmed the reservation, the Professional will promptly inform the Traveler that the reservation is confirmed, which will mean that the Professional's obligation to provide the Service Package has entered into force. For clarity, it is mentioned that the Traveler's obligations arise from the moment of conclusion of this Contract, unconditionally.
  2. From the moment of payment of the advance, the Traveler's reservation order has a status of awaiting confirmation from the service providers (directly or through other professionals).
  3. The Traveler's reservation order is confirmed/rejected by the Professional within 72 hours of submission, by email, mobile phone message, telephone, online via the Web page or other means.
  4. If the Professional confirms the reservation to the Traveler, then the advance payment is taken into account for the payment of the Contract Price, and the Traveler pays the rest of the Contract Price in accordance with its provisions.
  5. If the booking order is not confirmed within the indicated period, the Professional may propose to the Traveler a replacement of the services provided for in the contract with a recalculation of the Price in an increase or decrease (depending on the situation), or refund the amount paid in case the Traveler did not accept a replacement.
  6. The Traveler is obliged to inform the Professional of his decision to accept or refuse the alternative services within a reasonable period set by the Professional. In the event of the Traveler's refusal or lack of response within the indicated period, the Professional has the right to consider that the Traveler has refused the alternative services and to consider that the termination of the Contract has taken place upon the expiration of the period. In a legal sense, the termination of this Contract means its termination or dissolution and the extinction / cessation of the rights and obligations arising from it.
  7. In the event of the Traveler's acceptance of the Professional's proposed replacement of the initially agreed services, as well as if the services are replaced for any reason according to an agreement of the parties, the Parties sign an annex to this Contract setting out the respective changes.

4. RIGHTS AND OBLIGATIONS OF THE PARTIES

  1. In addition to the other obligations provided for in this Contract and by law, the Traveler undertakes to:
    1. To respect the legislation of the country of temporary stay, local customs and traditions;
    2. To comply with the rules for crossing the border of the Republic of Moldova, the rules for entry, stay and departure from the country of temporary residence, as well as the rules for stay in transit countries;
    3. To submit the necessary documents for the provision of services to the Professional on time. The Traveler bears full responsibility for the authenticity of the documents submitted and the veracity of the information presented to the Professional.
    4. To inform the Professional who gives reason to assume negative consequences of the Traveler's purchase of travel services (otherwise, the Traveler is solely responsible for the consequences), to which in particular are attributed:
      1. various chronic diseases and related medical contraindications (changing climatic conditions, various types of traffic; peculiarities of national cuisine, etc.);
      2. previous conflict situations with state bodies, for example, a ban on entry to a specific country or group of countries;
      3. previously received refusal to issue a visa to a specific country or group of countries.
    5. To reimburse the Professional in full for damages and prejudice caused by breach of the terms of this Contract, as well as expenses in the event of forced Repatriation;
    6. In the cases provided for in p. 7.8, to pay the commission and other payments due to the Professional in accordance with the chapter (”7 ORDER OF TERMINATION OF THE CONTRACT. LIABILITY OF THE PARTIES”) and p. 4.1.7 of this Contract.
    7. To pay all penalties/sanctions applied by the Professional within the established terms, as well as to pay EUR 25 in case of introducing any changes in the booking order (change of hotel and/or type of hotel room, type of meal, date, length of stay and other services that were booked and included in the Traveler's package). The passport series and number are corrected free of charge only once.
    8. To pay 25 EUR/per/1Adult and per/1Child 12 years + for cancellation of the reservation (which will have the effect of the termination of this Contract) if the reservation is canceled until the time when the penalties / sanctions provided for in Chapter 6 of this Contract become applicable.
    9. To accept or refuse the alternative services proposed by the Professional within 24 hours communicated by the Professional.
    10. To inform, in accordance with the provisions of Chapter 7 ("HOW ARE SITUATIONS THAT OCCUR DURING THE TRIP REMEDIATED") of this Contract, the Professional immediately about the occurrence of the defect (inadequate quality of services and/or non-provision of services) that he/she notices during the execution of the services.
    11. Not to disclose the terms of this Contract, including the Contract Price, to other persons, except as mentioned in p. 1.2.
  2. In addition to the other obligations provided for in this Contract and by law, the Professional undertakes to:
    1. To offer the Service Package, provided that it is paid in full and on time by the Traveler;
    2. To issue to the Traveler the set of documents necessary for the trip no later than one day before the start of the Trip;
    3. To provide the Traveler with full information regarding the rules of conduct, border crossing rules, visa and passport regime, as well as the particularities of the legislation of the country of temporary stay, including risk factors;
    4. To ensure the provision of alternative services in the event that the agreed services cannot be provided under the terms of this Contract;
    5. During the Trip, the Professional shall provide adequate assistance to the Traveler in difficulty by providing appropriate information regarding health services, local authorities and consular assistance and, where appropriate, shall provide remote communication and support (taking into account the Professional's working hours Mon-Fri 09:00-18:00), in finding alternative travel services, in compliance with the provisions of this Contract and in particular p. 4.1.10.

5. TRANSFER OF THE TRAVEL PACKAGE TO ANOTHER PERSON (ASSIGNMENT OF THE CONTRACT)

  1. The Traveler has the right to transfer the Travel Package to another person in accordance with this Contract and Article 1599 of the Civil Code of the Republic of Moldova. From a legal point of view, the transfer of the Travel Package constitutes an assignment of this Contract. The assignment of this Contract by the Traveler to another person is permitted provided that: (a) the new person satisfies all the conditions stipulated in this Contract, (b) the Traveler notifies the Professional of the assignment in writing within a reasonable period before the start of the trip; and (c) pays the payments stipulated in 5.2.
  2. In this case, the Professional may request payment of additional costs, commissions and other reasonable costs generated by the assignment of the Contract. Since in some cases the costs incurred by changing a beneficiary of the Package may be high (For example: some airlines generally prohibit the transmission of air tickets and, therefore, it will be necessary to purchase new air tickets; in the case of booking through the "Early booking" offer, some professionals (organizers, providers, etc.) prohibit changes in the reservation request, and the Professional has no legal possibility to make the change), it is recommended that the Traveler inquire with the Professional regarding the costs of the assignment before assigning this Contract.

6. PEAK SEASON CONDITIONS AND EARLY BOOKING

  1. Booking a Service Package by the Professional through the Early Booking offer offers the Traveler the advantages of Early Booking, namely a special price offer.
  2. If the Traveler has received the benefits of the Advance Booking conditions and/or the Confirmation of the Service Package, the terms for which fall within the Peak Season, the Traveler does not have the right to change the dates specified in this Contract, namely:
    1. Name, surname, patronymic of the Traveler and the persons accompanying him/her – if any,
    2. Date of birth of the Traveler and the persons accompanying him/her – if any,
    3. Personal identification number of the Traveler and the persons accompanying him/her – if any,
    4. Travel period, Destination, and other changes.
  3. In case of modification of the data specified in point 6.2., as well as failure to comply with the conditions specified in point 2.8., the calculation of the Service Package by the Professional is carried out at the standard price without taking into account the Early Booking discount.

7. ORDER FOR TERMINATION OF THE CONTRACT. LIABILITY OF THE PARTIES

  1. If the Professional is required to amend the essential clauses of the Contract before the start of the trip, he is obliged to immediately inform the Traveler about this fact. In this case, the Traveler has the right to withdraw from the contract, declaring the termination of the Contract without paying a termination fee, or to accept its amendment. The Traveler is obliged to inform the Professional of his decision within 24 hours of the notification. After the expiry of the established term, the amendment proposed by the Professional is considered accepted by the Traveler or the Professional may declare the unilateral termination of the Contract.
  2. If the minimum number of people for the Trip is not accumulated, the Professional has the right to unilaterally terminate this Contract by notifying the Beneficiary with:
    1. 20 days before the start of the trip, in the case of trips lasting more than 6 days;
    2. 7 days before the start of the trip, for trips lasting between 2 and 6 days;
    3. 48 hours before the start of the trip, for trips lasting less than 2 days.
    4. Or if the Professional cannot perform the contractual obligations due to unavoidable and extraordinary circumstances and notifies the Traveler of the termination, without delay and before the start of the trip.
  3. In the event of termination of this Contract under the conditions specified above, the refund of the amounts paid shall be made within 14 days from the date of termination of this Contract in the event of termination before the start of the trip and 30 days – in other cases.
  4. The Traveler may make changes to the booking order accepted by the Professional only by submitting a new booking order in writing with the information regarding the cancellation of the previous booking.
  5. In case of cancellation of the reservation due to the refusal of the competent body of the Republic of Moldova to issue the Traveler an entry visa to the country of destination or a transit visa, the Traveler is obliged to pay the sanctions applied by the Professional's partners and the minimum fee for processing the Order according to p. 4.1.7 and p. 7.8. The consular fee and the payment for the visa processing service are not refunded.
  6. The Professional is not responsible for issuing the Traveler's entry visa or his/her refusal to enter the destination country for any reason, and disclaims any responsibility for obtaining the entry visa or for his/her refusal to enter the destination country for any reason.
  7. In case of any suspicion of misuse (illegal migration) of the tourist product and/or visa obtained by the Traveler through the services provided by the Professional, the Professional reserves the right to transmit all data related to the Traveler to the competent authorities of the Republic of Moldova, as well as to apply/withhold a fine in the amount of 100% from the Contract Price. The Traveler has the right to demonstrate that the damage to the Professional is lower.
  8. In case of cancellation of the reservation before the start of the Trip by the Traveler (i.e. termination of this Contract by the Traveler based on art. 1602 par. (1) of the Civil Code of the Republic of Moldova) or cancellation of the reservation by the Professional due to the Traveler's fault (including violation of the payment terms for the services provided for in p. 2.4, failure to submit the documents required for opening the visa on time, delay / absence at the place of departure of the means of transport, failure to show up at the hotel, etc.), the Professional bears the following damages / expenses that the Traveler is obliged to compensate for, bearing the following termination fees:
    1. 21 (twenty-one) days or more before the start of the Trip – the cost of visa services and the cancellation fee according to p. 4.1.7;
    2. 20-15 (twenty-fifteen) days before the start of the Trip – the cost of visa services and 40 (thirty)% of the Contract Price;
    3. with 14 (fourteen) days or less from the start of the Trip – the cost of visa services and 100% (one hundred)% of the Contract Price.
    4. in case the Traveler cancels the Trip reservation confirmed through the Early Booking offer and/or with a period falling within the Peak Season, regardless of the date of cancellation, the cost of visa services and 100 (one hundred)% of the contract price.
    5. The Professional's expenses are not rigidly established for the Traveler's information and may be higher than those indicated if demonstrated by the Professional.
  9. By way of derogation from the provisions of p. 7.8, in the event of cancellation of the reservation that includes transport services or in the event of cancellation of transport services booked and issued separately (car, air and other means of transport) within the framework of regular/charter/booking orders and others, at the Professional's rate, the Traveler shall not be refunded the part of the Contract Price that covers the expenses for this service regardless of the date of its cancellation. The Traveler understands and accepts that the costs for transport are non-refundable in the event of cancellation of the reservation (termination of this Contract) in one of the cases provided for in p. 7.8.

8. HOW ARE SITUATIONS THAT OCCUR DURING THE JOURNEY REMEDIATED?

  1. If a service in the Service Package does not correspond to the characteristics provided for in this Agreement (including if a service is not provided or is provided with a delay exceeding the duration of a reasonable delay), from a legal point of view this is a "service defect".
  2. According to art. 1609 of the Civil Code of the Republic of Moldova, the Traveler must inform the Professional without undue delay, taking into account the circumstances of the case, about any defect that he finds during the performance of a travel service included in the Contract. In some cases, the defect will not be able to be removed if the Traveler does not inform in sufficient detail about the situation that has arisen.
  3. The Traveler shall respectfully request the remedy of the defect in the service directly from the service provider (transport company, hotel, contact person of the tour operator in the country of destination, etc.). However, they are not representatives of the Professional. Therefore, informing the service provider about the defect in the service directly is not an information of the Professional within the meaning of p. 8.2, and the Traveler must additionally inform the Professional according to p. 8.2.
  4. In case the Traveler has not obtained the remedy of the defect directly from the service provider, he is obliged to make maximum efforts, according to the circumstances, to accumulate evidence that will allow the Professional to have significant evidence necessary to submit it to the service provider, in order to remedy the defect or to ensure the repair of the damage by the service provider, namely:
    1. to immediately inform the Professional about the impossibility of remedying the defect by contacting the service provider;
    2. to write a complaint to the service provider at the time of detection of the defect and to obtain a signature from the service provider confirming receipt of the complaint (the Traveler will send a copy (photo of the complaint, etc.) to the professional immediately);
    3. if the service provider refused to sign, then the Traveler draws up a report with the signatures of 3 people describing the defect, indicating the place and date of drawing up, contact details, addresses of the persons who signed the report;
    4. to accumulate evidence of the defect and transmit it at the time of the Professional's Trip (photos, video) to the contacts indicated in this Contract;
  5. After the Traveler has submitted evidence of the defect, the Professional shall, as soon as possible, attempt to remedy the defect through the following possibilities:
    1. offers the Traveler a replacement of the defective service with another service of the same or higher category; and/or
    2. offers a discount on the price of the service under this Agreement; and/or
    3. offers a replacement of the defective service with another service at a higher price. The Traveler pays the price difference directly to the service provider or, upon return to the country, if the Professional accepts such a form of payment.
  6. After offering an alternative service, in order to remedy the defect, the Traveler is obliged, within the time limit established by the Professional (which will be a reasonable time limit), to notify the Professional of his decision to accept or refuse the alternative service.
  7. In case the Traveler has not announced his decision within the established deadline, including if he has disappeared from contact, the Professional may assume that the defect has been remedied and the Traveler no longer invokes the defect.
  8. The Traveler assumes the cost of remedying the defect if the amount was not accepted by the Professional on the grounds that the cost was unjustified or contrary to the law or this Contract.
  9. If the Professional was unable to remedy the defect due to the Traveler's culpable failure to inform in accordance with p. 8.2. or to comply with the remedy procedure in accordance with p. 8.4-8.8, the Traveler loses the right:
    1. to submit a claim for a reduction in the Contract Price;
    2. to claim compensation for the damage suffered as a result of a defect in the service.
  10. In case of detection of a defect in the service, the Traveler has the right to request its remediation from the Professional, the Professional has the right to refuse to remedy the defect if this remediation requires disproportionately high expenses or is impossible, or corresponds to the service indicated in this Contract. Provided that the Traveler has complied with the remediation procedure from 8.4-8.8, in case of failure by the Professional to remedy the defects detected within the term set by the Traveler, which must be reasonable (24 hours on working days), the Traveler may remedy them independently and request the Professional to reimburse the expenses incurred. No term is established in case the Professional refuses to remedy the defect or if the Traveler is interested in their immediate remediation. The notification obligation indicated in p. 8.2 must be complied with by the Traveler.
  11. The Professional is not liable for damages caused to the Traveler by third parties with whom the Traveler independently entered into relations during the Trip, as well as in cases of committing illegal actions against the Traveler that fall under the criminal or contravention legislation of the respective country.
  12. The professional is not liable for changes to the flight schedule, as well as for flight delays and postponements, damage and loss of luggage according to art. 19 of the Montreal Convention of May 28, 1999, RM acceded to by Law 254 of 05.12.2008. It is recommended that the Traveler, in case of changes to the flight schedule, as well as for flight delays and postponements, damage and loss of luggage, contact the service provider (airline, etc.) or the consumer protection authority provided for by law to file a complaint.

9. WHERE AND HOW NOTIFICATIONS (INFORMATION, COMPLAINTS) ARE TRANSMITTED

  1. During the Trip, the Traveler may inform the Professional about defects or send other notifications related to this Contract by call or text mob/viber/ telegram/ wats up +373-76-80-25-25 or text to the e-mail address: office@glossar.travel. The information must identify the Traveler in sufficient detail to allow the Professional to resolve the notification in a timely manner. Notification through contact addresses other than those indicated in this p. 8.1. will not be taken into account by the Professional and, therefore, it will be considered that the Professional was not informed by the Traveler about the defect.
  2. Also, before the Trip or after the end of the Trip, the Traveler may send notifications to: Chisinau municipality, 129 Vasile Alecsandri street, office 16, MD-2012, Republic of Moldova or according to p. 8.1.
  3. It is recommended that the Traveler submit claims to the Professional during working hours so that the Professional can intervene promptly to resolve and remedy the situation. The Professional's working hours are: Monday-Friday, 09:00-18:00. The Traveler may submit claims to the Professional outside of working hours, but in this case the Client understands and accepts that the resolution of notifications submitted by the Traveler may take longer.
  4. The Traveler accepts that the Professional, for the purposes of performing this Contract, will communicate with the Traveler at the telephone number indicated below (including Viber/WhatsUp connected to the given telephone number) or at the electronic mail address (email) indicated below. The Professional may also send notifications to the home address or other postal address of the Traveler indicated below. The Traveler assumes the correctness of this contact information that he includes in this Contract.

10. DISPUTE RESOLUTION

  1. All disputes and conflicts that may arise under this Contract will be resolved by the parties through negotiations, amicably.
  2. If the resolution of disputes and conflicts that arise is not possible through negotiations between the parties, they will be resolved in accordance with the legislation in force in the Republic of Moldova.
  3. All relations between the parties arising from this contract, not reflected in the text of this contract, are regulated by the current legislation of the Republic of Moldova and international treaties to which the Republic of Moldova is a party.

11. IMPORTANT WARNINGS

  1. The Passenger is informed that in case of violation by him of the rules of international carriage, the Carrier has the right to refuse the Passenger carriage. In this case this Contract may be terminated (cancelled), in compliance with the provisions of pp. 7.8 and 8.11 of this Contract.
  2. The Traveler must take all necessary measures for the safety of his/her personal luggage, valuables and documents. The Professional is not liable for the loss/theft of the Traveler's personal items and valuables, as well as luggage, including during air transportation.
  3. Before signing this Contract, the Traveler received all necessary, accessible and truthful information regarding the conditions for organizing the Trip, including information regarding the following conditions of accommodation and stay in the hotel:
    1. The check-in and check-out time from the room is determined by the hotel administration. As a rule, accommodation is after 14:00, and the room is vacated by 11:00;
    2. accommodation is provided in available rooms released according to the confirmed category at the discretion of the hotel administration. If the hotel's price offers do not provide for a price difference for rooms with a sea view, as well as for the floor, distance from noisy places and the beach, and other additional features, when booking, accommodation wishes may be taken into account, but cannot be guaranteed by the Professional and entered into the voucher. The Traveler's wishes regarding the additional features of the room mentioned above are brought to the attention of the Professional by the receiving party, but the Professional does not assume obligations related to offering the Traveler a room with exactly those additional features, not included in the voucher, regardless of whether they were indicated in this booking order or were expressed verbally;
    3. air conditioning devices in hotels, as a rule, work according to a schedule established by the hotel administration;
    4. the list of paid and free services offered by the hotel may be modified by the hotel administration without prior notice;
    5. the working hours of outdoor (covered) swimming pools, water attractions and water sports lessons, as well as cable cars and other similar services are established at the discretion of the administration and depend on weather conditions;
    6. in case of non-compliance by the Traveler with the rules established by the administration of the respective institution, such as: hotel, cable car, etc., rules of conduct, conditions for the provision of certain services, as well as other requirements, the Traveler may be denied accommodation and stay on the territory of the hotel, as well as the provision of other services provided for by this Contract without compensation by the hotel and/or Professional for any material and moral damage;
    7. The All Inclusive / UAI meal system (as well as all its variations) operates with various restrictions regarding operating hours, product selection, and drinks, which are established at the discretion of the hotel administration.
  4. The Professional does not provide any guarantee for the subjective perception by Travelers of the accommodation conditions and the hotel category. The Professional only guarantees that the accommodation conditions and the hotel category correspond to the characteristics provided for in this Contract.
  5. The pre-contractual information offered by the Professional to the Traveler also included the following aspects:
    1. TRAVEL PACKAGE CONTRACT model for review before signing the Contract between the Parties;
    2. standard information on the rights and obligations of the Traveler in accordance with the relevant part of Annex No. 8 to Law No. 1125/2002 on the implementation of the Civil Code of the Republic of Moldova;
    3. basic requirements regarding the completion of entry/exit documents (passport, entry/exit permit (visa) to/from the country of temporary stay), including information about the terms of their completion and validity;
    4. medical precautions regarding the trip, including contraindications regarding certain diseases, particularities of the physical condition and age of the Travelers who wish to participate in the trip;
    5. risk of contracting malaria and/or avian influenza, precautionary and prophylactic measures, existing medications and vaccines, the need to notify the family doctor about travel to a malaria-endemic country;
    6. risk of contracting influenza A (H1N1), its symptoms and subsequent actions in case of illness;
    7. the contact details of the Professional, his/her headquarters and postal address. Other information, in accordance with the Law on Consumer Protection of the Republic of Moldova and the Civil Code of the Republic of Moldova;
    8. general information of the Traveler such as:
    9. the travel destination(s), itinerary and periods of stay, with the corresponding dates and, if accommodation is included, the number of nights included;
    10. the means of transport, their characteristics and categories, the places, dates and times of departure and return, the durations and places of intermediate stops and transport connections. If the exact time is not yet established, the Package Tour Operator must inform the Traveller of the approximate time of departure and return;
    11. characteristics of the hotel and other places of accommodation for tourists, including their location, classification according to the legislation of the country (place) of service, data on the hotel category, information on the rules of temporary stay, terms and order of payment for hotel services, as well as other mandatory information provided by law, other regulatory acts (in case hotel services are included in the content of the service);
    12. the meal services offered, the types and methods of providing meals during the Traveler's trip;
    13. the types and themes of the excursions, the procedure for meeting and accompanying travelers. The language of communication in which the respective services will be provided, as appropriate;
    14. whether the trip or holiday is generally adapted for people with reduced mobility and upon request precise information taking into account the needs of the Traveler;
    15. the fact that any of the travel services will be provided to the traveller as part of a group and, in this case, to the extent possible, the approximate size of the group;
    16. if the traveller's ability to benefit from other tourist services depends on effective oral communication, the language in which those services will be provided; and
    17. whether the trip or holiday is generally adapted for people with reduced mobility and, at the request of the traveller, precise information on the suitability of the trip or holiday taking into account the needs of the traveller;
    18. the commercial name and geographical address of the Professional and, if applicable, of the package intermediary, as well as their telephone numbers and, where applicable, their e-mail addresses;
    19. the total price of the package, including taxes and, where applicable, all commissions, fees and other additional costs or, where these costs cannot reasonably be calculated before the conclusion of the contract, an indication of the type of additional costs that the traveller may still be required to bear;
    20. the payment arrangements, including any amount or percentage of the price to be paid as an advance and the timetable for payment of the balance or the financial guarantees to be paid or provided by the traveller;
    21. information regarding the Traveler's right to declare the termination at any time before the start of the trip, upon payment of an appropriate termination fee;
    22. information on optional or compulsory insurance covering the costs of cancellation by the traveller or the costs of assistance, including return fees, in the event of accident, illness or death.
    23. in the case of contracts for package travel services concluded by telephone, website or other accessible platform for booking, the Package Professional has provided the Traveller with the standard information provided for in Part B of Annex No. 8 to Law No. 1125/2002 implementing the Civil Code of the Republic of Moldova and the information provided for in the Civil Code of the Republic of Moldova.
    24. customs of the local population, monuments of nature, history, culture and other objects of destination, which are under special protection, the state of the natural environment, the sanitary-epidemiological state;
    25. rules of entry into the country (place) of temporary stay and rules of stay;
    26. information regarding the Traveler's right to declare the resolution (to terminate, undo) at any time before the start of the trip, upon payment of a commission and/or the corresponding termination costs;
    27. information regarding the minimum number of tourists in the group, the deadline for informing the Traveler that the Trip will not take place due to the group not being able to accommodate them;
    28. information regarding the insurance company that provides health risk insurance related to the provision of Travel services, the amount of medical insurance compensation, the terms and conditions of their payment, the possibility of additional insurance of other risks related to Travel;
    29. the order of receiving Travelers' claims (including the address, location of the organizations authorized to receive claims, the organization's working hours).
    30. addresses and telephone numbers of diplomatic missions in the country of temporary stay or local services that can be accessed in the event of difficulties during the trip.
    31. Additional taxes and fees, which are not included in the total price of the contract, are paid by the Traveler at the hotel reception. The amount of the tax and fee is determined by the law of the destination country.
    32. information about the tariffs and penalties of the airline and/or other carrier (coach/train/ship, etc.) in case of cancellation or modification of the reservation and/or transport ticket.

Glossar Infotur, founded in 2025, is an international travel agency dedicated to discerning travelers seeking exclusive, personalized luxury trips. With meticulous attention to detail and a unique "One Stop Travel Shop" philosophy, we offer our clients premium services - from impeccable planning to a safe and comfortable return home.

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