TERMS AND CONDITIONS OF USE – SICRO.MD

This document sets out the conditions governing the use of the sicro.md website, as well as the general conditions applicable to the booking and purchase of travel services provided by SICRO TRAVEL Tour Operator – “SICRO TRAVEL” S.R.L., IDNO 1019600049121, with its registered office at 118 Suceava Street, Apt. 59, Chișinău Municipality, Republic of Moldova, and its business office/place of activity at 102 Mitropolit Dosoftei Street, Office 4, MD-2012, Chișinău Municipality, Republic of Moldova.

Hereinafter, the company is referred to as “SICRO TRAVEL”, the “Tour Operator” or the “Provider”, while the person requesting, booking or purchasing the services is referred to as the “Client” or the “Traveller”, as applicable.

By using the website, submitting a booking request and/or purchasing a service, the Client confirms that they have read and understood the conditions applicable to the selected service.

1. Identification of the Tour Operator, contracting and refund policy

1.1. Tour Operator details

Services offered through sicro.md are provided by:

1.2. Cancellation and refund policy

Cancellation and refund conditions vary depending on the booked trip or travel service.

Each trip may be subject to specific conditions regarding cancellation, booking amendments, penalties and refunds. These conditions are indicated in the trip description and/or in the documents available under the “Documents” section on the respective trip page on sicro.md.

If the Client requests cancellation of a booking, the amount eligible for refund is calculated taking into account:

• the specific conditions applicable to the booked trip;
• the date and time on which SICRO TRAVEL receives the cancellation request;
• the number of days remaining until the start date of the trip;
• services already booked, contracted, issued or paid for on behalf of the Client;
• costs which, under the conditions of the suppliers involved, can no longer be recovered.

Further details regarding the cancellation procedure and calculation of refunds are set out in Section 6 – Booking, cancellation and refund conditions.

1.3. Distance contracting

Bookings and contracts for SICRO TRAVEL services may be concluded by electronic means in accordance with the legislation of the Republic of Moldova.

The contractual relationship may consist, as applicable, of these Terms and Conditions, the specific conditions of the trip, the Client’s request or booking, the booking confirmation sent by SICRO TRAVEL, booking-related documents and proof of payment.

The electronic form of communication or contracting does not, in itself, affect the validity of the contractual relationship, unless the law requires a specific form for the relevant document.

1.4. Acceptance of the conditions

Making full or partial payment for a confirmed booking confirms that the Client accepts the conditions applicable to the purchased service and intends to use the booked services.

Before making payment, the Client is responsible for checking the essential information regarding the trip, period, included services, price and specific cancellation conditions.

1.5. Absence of a handwritten signature

For contracts validly concluded by electronic means, the absence of a handwritten signature does not, in itself, constitute grounds for free cancellation of a booking or invalidate the contractual relationship.

2. Payment methods

2.1. Available payment methods

Depending on the booked service, SICRO TRAVEL makes the following payment methods available to Clients:

• Cash – at the SICRO TRAVEL office located at 102 Mitropolit Dosoftei Street, Office 4, Chișinău, subject to the limits and conditions provided by applicable law.
• Bank card at the office (POS Terminal) – payment using cards accepted by the POS terminal available at the office.
• Online bank card payment (E-commerce) – through secure payment processing systems, including PAYNET.
• MIA Instant Payments – where this option is available for the respective booking.
• Bank transfer – based on the banking details or invoice issued by SICRO TRAVEL. Payment is deemed received once the funds are credited to SICRO TRAVEL’s account.

2.2. Processing of online payments

For online payments, SICRO TRAVEL may use authorised payment processors and payment service providers, including PAYNET and MAIB.

The payment processor provides the technical infrastructure required to process the transaction. Full bank card details are entered into the secure environment of the processor or bank and are not requested by SICRO TRAVEL by e-mail, messaging applications or regular contact forms.

2.3. Payment confirmation

A payment is considered completed once the transaction has been confirmed by the payment system and/or the funds have been credited to SICRO TRAVEL’s account.

If a transaction is declined, cancelled or not completed by the banking system, the booking may remain unconfirmed until the required payment is successfully completed.

3. Prices and exchange rates

3.1. Displayed prices

Prices displayed on sicro.md for trips with fixed dates and fixed prices are valid under the conditions indicated on the trip page and subject to availability.

For certain individual holidays, hotel services, external packages or other services dependent on availability, prices may be indicative and displayed as “from” prices.

The final price is confirmed before the booking and/or payment is completed.

3.2. Exchange rate for trips organised by SICRO TRAVEL

Where the price of a service is expressed in a foreign currency and payment is made in Moldovan lei, SICRO TRAVEL may apply the commercial exchange rate applicable and communicated to the Client at the time of payment.

For trips organised by SICRO TRAVEL, the MAIB S.A. commercial exchange rate for legal entities applicable on the date of payment may be used, unless otherwise specified for the respective trip.

3.3. Holidays and services provided through external partners

For travel services booked through tour operators, hotels or other external suppliers, the commercial exchange rate communicated by the relevant supplier may be applied, with the Client being informed before payment.

3.4. Instalment payments

Where payment is made in several instalments, each instalment may be calculated using the exchange rate applicable on the date on which that instalment is paid, unless expressly agreed otherwise.

4. Data protection and monitoring of communications

4.1. Processing of personal data – Law No. 195/2024

SICRO TRAVEL processes the personal data necessary for booking, entering into and performing the contract, including identification and contact details, as well as information contained in travel documents, pursuant to Article 6(1)(b) and, where applicable, Article 6(1)(c) of Law No. 195/2024 on the Protection of Personal Data.

Separate consent from the Traveller is not required for such processing insofar as the data are necessary for the performance of the contract or for compliance with SICRO TRAVEL’s legal obligations.

Detailed information regarding the categories of data processed, purposes, recipients, retention periods and data subject rights is available in the Privacy Policy published on sicro.md.

Requests concerning personal data protection may be sent to datepersonale@sicro.md.

4.2. Call recording – IP telephony

For the purposes of improving service quality, resolving potential misunderstandings and ensuring communication security, telephone calls made to and from SICRO TRAVEL’s official numbers:

• +373 60 61 41 41
• +373 22 01 11 41
• +373 68 27 27 72

may be recorded through the IP telephony system. At the beginning of the call, the caller is informed by a voice message that the telephone conversation is being recorded.

5. Nature of offers and Client obligations

5.1. Availability of services

The publication of a trip or offer on the website does not guarantee permanent availability.

For services dependent on third-party availability – such as hotels, airline tickets, transfers, local services or other components – final confirmation may depend on the supplier’s availability at the time of booking.

5.2. Providing information required for booking

The Client is responsible for providing, in a timely manner, the information and documents required to complete the booking and provide the services.

The information supplied must be accurate and correspond to the travel documents used for the trip.

Any delay attributable to the Client in providing requested documents or information does not automatically suspend the cancellation deadlines and conditions applicable to the booking.

6. Booking, cancellation and refund conditions

6.1. Specific conditions applicable to each trip

Each trip may have its own conditions regarding:

• booking;
• the deadline and amount of the deposit;
• the deadline for full payment;
• booking amendments;
• cancellation;
• applicable penalties;
• non-refundable services;
• refunds of amounts paid.

These conditions are indicated in the trip description and/or in the documents available under the “Documents” section on the relevant trip page on sicro.md.

The specific conditions communicated for the relevant booking apply together with these Terms and Conditions.

6.2. Cancellation request

A Client wishing to cancel a booking must submit a written request to SICRO TRAVEL.

The request may be submitted through the booking-related request form available on sicro.md and/or by e-mail to contact@sicro.md.

The request must allow the booking to be identified and must include at least the name of the person under whom the booking was made and the trip concerned.

The Client may provide a reason for cancellation, but this is not mandatory where it is not necessary for processing the request.

6.3. Date taken into account for cancellation

The amount eligible for refund is calculated based on that date in relation to the start date of the trip and in accordance with the specific conditions applicable to the booking.

6.4. Calculation of the refundable amount

Submitting a request does not automatically constitute approval of a full refund.

Depending on the conditions applicable to the booked trip, the amount paid may be reduced by penalties applicable at the time of cancellation and/or by costs relating to services already contracted on behalf of the Client that can no longer be recovered.

These may include, as applicable:

• transport;
• accommodation;
• airline tickets;
• tickets or reservations for attractions;
• transfers;
• guide services;
• insurance policies already issued, where they cannot be cancelled;
• other services specifically contracted for the relevant booking.

6.5. Airline tickets and other services subject to special conditions

Airline tickets and certain other services issued or confirmed by third-party suppliers may be non-refundable or subject to their own cancellation penalties from the time of issuance or confirmation.

In such cases, the fare rules and cancellation conditions applicable to the relevant service shall apply to the extent relevant and shall be communicated to the Client in connection with the booking.

6.6. Method of refund

If, following review of the request, an amount is found to be refundable, SICRO TRAVEL will inform the Client of that amount.

For online card payments, refunds are generally made using the same payment method, where technically possible and in accordance with the procedures of the payment processor.

In other cases, refunds may be made by bank transfer, cash or another method agreed with the Client and permitted by law.

Bank charges or payment processor fees are handled in accordance with the terms applicable to the relevant transaction and applicable law.

6.7. Booking amendments

Requests to change the travel period, destination, booking holder or other booking details are assessed individually.

Submitting such a request does not guarantee approval. The possibility of making the requested change and any price difference or additional cost depend on the booked service and the conditions of the suppliers involved.

7. Responsibilities of the parties and exceptional circumstances

7.1. Travel documents

The Client is responsible for holding valid travel documents and complying with the entry, transit and stay requirements imposed by the countries concerned.

Depending on the destination, a passport valid for a certain period, visa, authorisations, documents for minors or other documents may be required.

SICRO TRAVEL shall not be held responsible where the Client is unable to travel due to missing, expired or incorrect documents or failure to comply with border-crossing requirements, where such circumstances are attributable to the Client.

7.2. Compliance with the programme

The Client must comply with the communicated departure, meeting and return times and locations.

Individual delays may result in the Client being unable to use certain services and do not automatically create a right to a refund.

7.3. Unavoidable and extraordinary circumstances

In the event of unavoidable and extraordinary circumstances, including severe natural events, conflicts, restrictions imposed by authorities, strikes, border closures, major transport disruption or other events that cannot reasonably be controlled by the parties, the rights and obligations of SICRO TRAVEL and the Client shall be determined in accordance with applicable law, the contractual conditions and the nature of the affected service.

The occurrence of such circumstances does not remove SICRO TRAVEL’s obligation to inform the Client and take the reasonable measures required under the law and the contract.

7.4. Operational changes

Times indicated in travel programmes may be approximate where their fulfilment depends on traffic, border formalities, weather conditions, the opening hours of tourist attractions or other operational circumstances.

SICRO TRAVEL may adjust the order in which attractions are visited where this is necessary for the proper operation of the trip, without unjustifiably reducing the contracted services.

8. Complaints and dispute resolution

8.1. Reporting issues during the trip

If a non-conformity is identified during the trip, the Client is encouraged to inform the group leader, SICRO TRAVEL representative or relevant supplier as soon as possible so that the situation can be remedied where possible.

8.2. Written complaints

Complaints and subsequent requests may be submitted in writing to:

For faster resolution, we recommend submitting the complaint as soon as possible after completion of the service and attaching any relevant documents.

No provision of these Terms and Conditions limits any rights or statutory protection periods granted to consumers under the legislation of the Republic of Moldova.

8.3. Amicable settlement and court jurisdiction

SICRO TRAVEL will seek to resolve complaints amicably.

If an amicable settlement cannot be reached, the dispute shall be heard by the competent court in accordance with the legislation of the Republic of Moldova.

9. Use of the SICRO.MD website

9.1. Website content

Texts, photographs, graphic elements, trade names, trademarks and other materials published on sicro.md may be protected by intellectual property legislation.

Commercial use, copying, modification, reproduction, publication or redistribution of such materials, in whole or in part, without the prior written consent of the rights holder is prohibited. The “SICRO TRAVEL” trademark and the “Cunoaște-ți Țara” name are protected and may not be used, reproduced or imitated without authorisation from the rights holder.

9.2. Information about tourist attractions

Information, photographs and descriptions of tourist attractions published on the website are provided for the purpose of presenting travel programmes and destinations.

SICRO TRAVEL is a tour operator/travel agency and does not manage the tourist attractions presented, unless expressly stated otherwise.

Opening hours, admission prices, rules and availability of attractions operated by third parties may be changed by their respective administrators independently of SICRO TRAVEL.

9.3. Third-party links and services

The website may contain links to websites, payment systems, hotel services, airlines, social networks or other platforms operated by third parties.

Use of such services may be subject to the respective operators’ own terms and policies.

10. Final provisions

10.1. Application of specific conditions

These Terms and Conditions are of a general nature.

Each booking is also subject to the specific conditions of the trip, the confirmed offer, booking documents and any other information communicated to the Client before contracting.

10.2. Amendment of the Terms and Conditions

SICRO TRAVEL may update these Terms and Conditions where legislation, payment procedures, services offered or the operation of the website change.

The updated version will be published on sicro.md together with the date of the most recent update.

Subsequent amendments do not retroactively affect rights already acquired by the Client under a confirmed booking, except where required by law or agreed by the parties.

10.3. Governing law

These Terms and Conditions and the relationship between SICRO TRAVEL and the Client are governed by the legislation of the Republic of Moldova.

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