Terms and Conditions

This document contains the Terms and Conditions for the use of the online booking platform [www.winetours.md], applicable to all orders for the purchase of products and/or services provided by SRL SILENUS (trading as Winetours Moldova). By using this website, you agree to the terms outlined below.

SRL SILENUS reserves the right to modify the Terms and Conditions without prior notice. Updates will be posted on the website.

1. GENERAL PROVISIONS

The website www.winetours.md is owned by SRL SILENUS. By placing orders through the online platform, the buyer (client) agrees to the Terms and Conditions of sale for goods/products and/or service provision, based on the legislation of the Republic of Moldova.

The use of the website implies the acceptance of these Terms and Conditions as set by SRL SILENUS, in compliance with Law No. 284/2004 on Electronic Commerce. The relationship between the buyer (client) and the seller is governed by Law No. 105/2003 on Consumer Protection and other normative acts.

The seller reserves the right to modify these Terms and Conditions, and the buyer is responsible for periodically reviewing updates to the document.

The relationship between the buyer (client) and the seller is governed by the legislation in force in the Republic of Moldova. Any dispute will be resolved amicably; otherwise, the matter will be subject to the competent courts of the Republic of Moldova.

2. BOOKING REGISTRATION

2.1. How to Make a Reservation

Reservations for tourism services (excursions, accommodation, transport) can be made by completing the booking form available on the website www.winetours.md, by calling +37368442525, or by emailing info@winetours.md.
To process the reservation, the client must provide accurate and complete information (full name, phone number, email address, selected package, preferred date and time, preferred language, etc.).
The client is responsible for the accuracy of the information provided during the booking process. Errors resulting from incorrect or incomplete data cannot be attributed to SRL SILENUS.

2.2. Reservation Confirmation

After submitting a request, the client will receive an automatic email confirmation with the reservation details and any additional conditions.
Final confirmation of the reservation will be sent within 24 hours after the availability has been verified and confirmed by partners (accommodation providers, wineries, etc.).
All reservations depend on the availability of service providers. If the requested date/time/package cannot be confirmed, the client will receive alternative options to choose from. If none of the proposed alternatives are accepted, the advance payment will be fully refunded.
The reservation confirmation will include a unique identification number and a link for online payment. The reservation becomes valid only after full payment or an advance payment (if specified).

3. PAYMENT AND REFUNDS

3.1. Prices and Additional Fees

The prices displayed on www.winetours.md are direct prices, without additional commercial markups, reflecting the actual costs of the services provided.

For online payment processing, the following additional fees apply:

1.8% for cards issued by banks in the Republic of Moldova;
2.5% for cards issued outside the Republic of Moldova.

Notes: These fees are transparently displayed during checkout and are applied solely to cover the costs imposed by payment processors.

3.2. Payment Methods

Payments can be made through the following methods:

Bank transfer;
Credit/Debit card (online, via the payment link provided);
Cash at the service location (available only for certain services).

For booking tourism packages, excursions, and accommodation services, an advance payment of 100% of the total value is required within 3 business days of receiving the payment note (payment link or invoice) and no later than 5 business days before the service delivery date.

Note: Failure to meet the payment deadlines may result in the automatic cancellation of the reservation. For delayed bank transfers, the reservation will only be confirmed after the full amount has been credited to SRL SILENUS's account.

3.3. Payment Confirmation

After completing the payment, the client will receive a confirmation email, which will serve as an official document for the reservation. This confirmation will include all relevant details of the reservation.
If payment is not completed within the specified timeframe, the reservation may be automatically cancelled without prior notice. The client is advised to adhere to payment deadlines to ensure the validity of the reservation.

3.4. Refund Policy

Refunds, whether partial or full (in case of cancellation), will be made in accordance with the applicable cancellation policy.

Any refunded amount will be transferred exclusively to the bank account used for the original payment, within the timeframe specified in the cancellation policy.

Note: Refunds will only be processed after the cancellation request has been verified and approved, in accordance with the terms and conditions of the reservation.

4. DELIVERY, MODIFICATION, AND CANCELLATION OF SERVICES

4.1. Excursion services

Excursions are conducted according to the program and itinerary communicated at the time of reservation confirmation. Details such as the meeting point, excursion time, selected package, and language of communication will be provided via email or phone.

Timeliness: The client is required to arrive 10-15 minutes before the scheduled time for check-in at the winery reception and to present their reservation confirmation. Late arrivals may result in the cancellation of the reservation without a refund.

Minimum Number of Participants: For packages requiring a minimum number of participants, if fewer participants than the minimum attend, the winery reserves the right to modify or cancel the service or offer a suitable alternative.

Transport: The price for winery excursions does not include transport from Chișinău to the winery. Upon request, private transfers can be arranged at an additional cost.

Comfort Recommendations: Most tours include visits to underground cellars, where the temperature remains constant at 14-16°C. It is recommended to bring a warm jacket for a comfortable experience.

Modifications or Cancellations: Itineraries and activities may be modified or cancelled due to unforeseen circumstances, such as weather conditions or the unavailability of a tourist site. In such cases, the client will be notified in advance and offered an alternative.

Client Cancellations:

Cancellations made more than 5 business days before the service date: Full refund, minus applicable banking fees.
No-shows or cancellations made less than 5 business days before the service date: 100% penalty.

Reservation Modifications: Any changes to reservation details must be requested at least 2 business days before the planned date. Changes are subject to partner availability (e.g., accommodation providers, wineries, etc.).

Refunds: Any refunded amount will be transferred exclusively to the bank account used for the original payment.

4.2. TRANSPORT SERVICES

Organization: Transport services are conducted according to the program and itinerary agreed upon at the time of reservation confirmation. Details such as the meeting point and departure time will be communicated in advance via email or phone. Clients are advised to arrive at least 10 minutes before the scheduled time to avoid delays.

Route Modifications: Any request to alter the route or modify service hours must be discussed and agreed upon exclusively with the company manager. Such modifications may incur recalculated fees.

Additional Amenities: Complimentary services such as Wi-Fi and bottled water may be offered during transportation but are not guaranteed and depend on availability.

Client Conduct: The client is required to maintain respectful and appropriate behaviour during transportation. Seatbelts must be always worn. The consumption of alcohol or food inside the vehicle is strictly prohibited. Upon request, short stops may be organized during the trip, depending on time availability and the itinerary. Clients displaying disruptive behaviour or appearing to be under the influence of alcohol may be denied access to the vehicle without a refund.

Modifications or Cancellations: Drivers or vehicle types may be changed or cancelled due to unforeseen circumstances, such as technical issues or vehicle unavailability. In such cases, the client will be notified in advance and provided with an alternative.

Client Cancellations:

Cancellations made more than 5 business days before the service date: Full refund, minus applicable banking fees.
No-shows or cancellations made less than 5 business days before the service date: 100% penalty.

Reservation Modifications: Any changes to reservation details must be requested at least 2 business days before the planned date. Changes are subject to partner availability.

Refunds: Any refunded amount will be transferred exclusively to the bank account used for the original payment.

4.3. ACCOMMODATION SERVICES

Check-in and Check-out: Check-in typically starts at 2:00 PM, and check-out must be completed by 11:00 AM, unless otherwise specified by the accommodation provider. Clients are advised to verify specific conditions prior to finalizing their booking.

Included Services: Services included in the accommodation price (e.g., spa access, breakfast) are detailed in the description of the service and may vary depending on the accommodation provider.

Payment: To confirm an accommodation reservation, a 100% advance payment is required within 3 business days of receiving the payment note (payment link or invoice) and no later than 5 business days before the service date.

Special Requests: Requests for additional services, such as extra beds, specific room types, or tailored breakfasts, must be communicated at the time of booking. Any additional fees for such requests will be communicated separately.

Cancellations:

Cancellations made more than 5 business days before the check-in date: Full refund, minus applicable banking fees.
No-shows or cancellations made less than 5 business days before the check-in date: 100% penalty.

Reservation Modifications: Changes to reservation details (e.g., number of people, room types) must be requested at least 5 business days before the planned date and are subject to partner availability.

Refunds: Any refunded amount will be transferred exclusively to the bank account used for the original payment.

4.4. JUSTIFIED IMPEDIMENTS

SRL SILENUS (Winetours Moldova) will not be held responsible for non-performance or improper performance of contractual obligations caused by circumstances beyond its control, such as:

Natural disasters (floods, earthquakes, landslides, etc.);
Extreme weather conditions;
Wars, riots, acts of terrorism;
Government decisions or legal restrictions;
Other unforeseen situations that impede the normal provision of services.

5. ONLINE PAYMENT

Online payments are conducted securely using payment cards that allow online transactions. Upon successful payment, a confirmation email will be sent to the client’s email address.

The payment processor uses a secure system based on the latest version of the 3D-Secure standard, ensuring a global approach to secure online transactions. During payment, clients are redirected to a secure page where cardholder authentication is performed using a unique code for each transaction.

Refunds: Refunds are processed only to the payment card used for the transaction.

To complete the payment, the client must provide the following information:

Card number (16 digits);
Expiry date (month and year);
CVC or CVV code (3 digits);
Cardholder's name and surname.

If the card currency differs from the transaction currency (MDL), the amount will be converted according to the issuing bank's terms.

Responsibility: The client is responsible for entering their card details correctly. The company is not liable for failed payments caused by user errors

6. DATA PROTECTION

By using the website www.winetours.md, the client automatically agrees to the collection and processing of personal data necessary for the processing, confirmation, and execution of orders.

Personal data is processed exclusively for legitimate purposes, such as providing the products ordered, promotions, Google Analytics, cookies, and notifications/newsletters.

All information containing personal data is stored and used only for the period necessary to achieve the purposes for which it was collected and in compliance with the provisions of Law No. 133/2011 on Personal Data Protection.

We use commercial security measures to prevent unauthorized access, maintain the accuracy of the data, and ensure the proper use of information on the website. The transmission of data over the internet or via wireless networks cannot be fully protected. Therefore, as with other companies, we cannot guarantee the security of the information provided by the client, and it is done at their own risk.

Clients have the right to request the deletion of their personal data by submitting a written request to the email address info@winetours.md.

7. PRIVACY POLICY

In compliance with the provisions of Law No. 133/2011 on Personal Data Protection, SRL SILENUS processes the personal data provided by consumers in good faith, respecting legal requirements and the rights of data subjects. The processing of such data is carried out using both automated and manual methods, ensuring confidentiality and data security.

SRL SILENUS collects and processes only the personal data necessary for order processing and the provision of contracted services, such as name, surname, phone number, and email address. This data is used exclusively for website administration, providing user access to information, delivering services, and contacting consumers to fulfill service requirements.

By using the website www.winetours.md and providing personal data, users explicitly consent to the processing of such data for the purposes communicated. Data may also be used for statistical purposes or future promotional activities, strictly adhering to applicable legislation.

SRL SILENUS respects the confidentiality of clients' personal data and undertakes not to disclose it to third parties, except where it is absolutely necessary. These situations include:

The provision of contracted services, where data may be shared with partners such as wineries or accommodations to ensure a quality tourism experience.
Requests from competent authorities in compliance with the law, such as courts or law enforcement agencies.
Cases where the client provides explicit consent for such disclosures.

All such actions are carried out in strict compliance with applicable legislation, and the use of personal data is limited to the purposes communicated and agreed upon.

Personal data is protected against loss, destruction, distortion, falsification, or unauthorized access. SRL SILENUS employs advanced security methods and technologies to prevent any security breaches.

Employees of SRL SILENUS are required to maintain the confidentiality of personal data and process it only in accordance with their designated responsibilities. Data processing is carried out by authorized individuals within the company, and all actions comply with applicable laws.

These measures reflect SRL SILENUS's commitment to protecting consumers' personal data and respecting their confidentiality.

SRL SILENUS does not collect information related to transactions, such as card numbers, expiration dates, or country of origin.

For further details or inquiries, any interested party can contact us by email at info@winetours.md or by phone at +37368442525.

8. COPYRIGHT AND CONTENT USE

All materials published on the website www.winetours.md, including text, photos, graphics, logos, products, and other content elements, are the property of SRL SILENUS or its partners and are protected by copyright and intellectual property laws in the Republic of Moldova.

Copying, distributing, reproducing, modifying, reselling, or using the content of this site without prior written consent from SRL SILENUS is strictly prohibited. Unauthorized use of these materials constitutes a violation of copyright laws and may result in legal liability under applicable legislation.

Products and services promoted on the website are intended for personal use only (e.g., sharing on social networks with source attribution) and may not be resold or redistributed by third parties without an explicit contract with SRL SILENUS.

For content usage requests or collaborations, please contact us at info@winetours.md. SRL SILENUS reserves the right to take legal action against any individuals or entities violating these provisions.

Violations of copyright provisions may result in civil, administrative, or criminal liability, as provided by the legislation of the Republic of Moldova.

9. CONTACT DETAILS

Company Name: SRL SILENUS
IDNO: 1012600022176
Legal Address: mun. Chișinău, com. Bubuieci, str. Tereșkova 13
Physical Address: Chișinău, MD-2004, str. P. Movilă - 23/2
Phone (WhatsApp): +37368442525
Email: info@winetours.md

Customer Support:

Customer support is available Monday to Friday, between 9:00 AM and 4:00 PM. Requests received outside these hours will be processed on the next business day. Exceptions may apply, but this cannot be guaranteed. Clients are encouraged to submit their requests during business hours for the promptest responses. We strive to reply to customer inquiries within a maximum of 24 business hours.