Platform operator (“E-Bilet”): DIGITAL TRAVEL S.R.L., IDNO: 1025600062792, registered office: MD-2028, str. Nicolae Costin, 61/3, ap. 70, mun. Chișinău, Republic of Moldova, support e-mail: ebilet.md@gmail.com
DIGITAL TRAVEL S.R.L. administers and operates the E-Bilet platform, through which transport offers made available by independent carriers (“Carriers”) are displayed and the sale of tickets to users/passengers (“Passengers”) is intermediated. The legal relationship concerning the performance of the transport arises between the Passenger and the Carrier indicated on the ticket. Depending on the route and the applicable commercial arrangements, E-Bilet may act as a sales and/or collection agent on behalf of the Carrier.
3.1 This document comprehensively sets out the terms and conditions applicable to:
3.2 Complementary documents with the same legal force: Privacy Policy, Cookies Policy, Refunds & Complaints Policy, Information on passengers’ rights.
3.3 In case of divergence, the order of priority is:
(A) for the performance of the transport: (1) the mandatory law applicable to the route, (2) the Carrier’s conditions, (3) this document;
(B) for platform services (booking, payment, issuance, account): (1) the applicable law, (2) this document and its ancillary policies, (3) the Carrier’s rules as pre-boarding requirements.
4.1 To make purchases, the user must have full legal capacity. Minors may travel only under the conditions provided by law and/or the Carrier’s rules.
4.2 The user is obliged to provide true and complete data and is responsible for keeping credentials confidential and for all actions carried out in the Account.
4.3 E-Bilet may suspend or close Accounts involved in fraud, abuse of rights, unjustified chargebacks, violations of these T&C or of the law.
4.4 For anti-fraud purposes, E-Bilet may carry out additional checks (e-mail/phone reconfirmation, KBA questions, blocking the transaction until clarification).
5.1 Operational steps. The Passenger selects the service, enters the requested data, views the total price (including taxes/fees), makes the payment, and receives the Order confirmation together with the Ticket/pick-up identifier.
5.2 Conclusion of the contract. The distance contract is deemed concluded upon payment confirmation, sent on a durable medium (e-mail/SMS with link). This contract concerns the issuance of the travel document and the platform services.
5.3 Correction of errors and manifestly erroneous price. In the case of obvious material errors (e.g., a 0 MDL fare or one disproportionate to the market), E-Bilet may cancel the Order and refund in full the amounts paid.
5.4 Limitations. Certain routes do not allow booking without payment. For routes with named tickets, transfer to another person is not permitted.
6.1 E-Bilet: administers the available offer, the ordering process, the issuance of the Ticket, and, as applicable, the collection/payment to the Carrier.
6.2 The Carrier: actually performs the transport service, sets the rules for boarding, baggage, travel of minors/animals, manages delays/cancellations and other operational situations.
6.3 Complaints regarding transport. Complaints relating to the performance of the transport are addressed to the Carrier; E-Bilet provides mediation assistance according to §14.
6.4 Availability. Timetables, connections, and actual performance may be subject to changes determined by the Carrier, authorities, traffic conditions, or force majeure; E-Bilet does not guarantee these elements.
7.1 Subject matter and obligations. Under the transport contract, the Carrier undertakes to transport the Passenger to the destination according to the timetable and published conditions, and the Passenger undertakes to pay the fare and to comply with the Carrier’s transport rules and contractual terms of carriage.
7.2 Moment of conclusion of the transport contract. The purchase of a travel document (general ticket, a ticket valid for one day/for a specific route, or a ticket with a reserved seat, or an air ticket) does not in itself constitute the conclusion of the transport contract. The transport contract between the Passenger and the Carrier is considered concluded, as the case may be: (a) upon the acceptance of the Passenger for carriage, materialized by actual boarding of the vehicle/train, within the period of validity of the ticket; (b) when the Carrier’s rules allow boarding without a ticket and payment on board, at the time of paying the fare immediately after boarding; (c) in the case of a reservation made on the Carrier’s website/application or through an intermediary, followed by payment of the fare on board to the Carrier, the contract is deemed tacitly concluded upon acceptance of boarding. (Exception: air transport, where the specific rules of the airline and/or the applicable law apply.) In all cases, the contract is deemed tacitly concluded (without additional formalities) at the time of acceptance of boarding, under the terms offered.
The issuance of the ticket grants the Passenger the right to request acceptance for transport, in accordance with the Carrier’s rules; the Carrier’s obligation to transport arises exclusively at the time of acceptance on board, subject to the fulfilment of legal requirements and transport rules.
7.3 Capacity to contract. In the Republic of Moldova, full capacity is acquired at 18 years of age. Minors aged 14–18 have limited capacity and may conclude legal acts only with the consent of the parent/legal representative; below 14 years of age acts are concluded by the legal representative. A minor may acquire full capacity through emancipation at 16, under the law. Consequently, the transport contract may not be concluded autonomously under 18 (except for an emancipated minor); in other cases, the consent of the legal representative is required.
7.4 Performance of the contract. The transport contract is deemed performed by the Carrier when the transport has been duly carried out, on the route and within the time frame set according to the applicable timetable and conditions. The contract is deemed performed by the Passenger when the Passenger has paid the fare and has complied with the transport rules for the entire duration of the journey.
7.5 Travel document. The right to transport is proven by a valid Ticket and, as the case may be, by identity documents/visas/residence permits required by the law applicable to the route. The absence or invalidity of documents may lead to refusal of boarding, without the right to a refund, except as provided by law or the Carrier’s rules.
8.1 Price structure. The displayed prices represent the Carrier’s fare and include the Carrier’s applicable taxes. E-Bilet’s remuneration is, as a rule, charged to the Carrier and is not borne by the Passenger. Where certain optional services offered by the platform involve a fee paid by the Passenger (e.g., physical delivery, SMS notifications, flexibility/modification options), this will be displayed separately before payment and included in the total price.
8.2 Currency. The base currency is the Moldovan leu (MDL). In the case of payment in another currency, the exchange rate/fees are set by the card issuer or the payer’s bank.
8.3 Third-party costs. Fees charged by banking institutions, payment processors or voucher issuers do not constitute E-Bilet’s income and are non-refundable unless expressly provided otherwise.
8.4 Promo codes/credits. They are not convertible into cash, cannot be combined with other promotions, and are deemed consumed in case of cancellation initiated by the Passenger.
9.1 Payment methods. Card (3-D Secure or equivalent), bank transfer (If available), payment on board to the Carrier (If provided by the route rules).
9.2 Payment service provider (PSP). Card payments are processed through ( MAIB PAY ) and the acquiring bank ( MOLDOVA AGROINBANK ), entities certified PCI-DSS. E-Bilet does not store complete card data. The Client’s card-issuing bank authorizes the transaction; settlement takes place through the acquiring bank.
9.3 Non-payment. Failure to meet the payment deadline cancels the Reservation.
9.4 Chargeback. In the case of an unjustified chargeback, E-Bilet may contest the operation, suspend the Account and/or limit certain payment methods.
10.1 Mandatory documents. The Passenger must present the Ticket (digital or printed, according to the route requirements) and valid personal documents (passport, visa, residence permit, etc.), to the extent required by the law applicable to the route; in their absence, the authorities/Carrier may refuse boarding.
10.2 Presentation for boarding. The Passenger is obliged to respect the communicated boarding times and location. Failure to show up on time constitutes a “no-show” and entails the consequences provided for by the route rules (as a rule, non-refundable).
10.3 Travel of minors. Additional conditions may apply (statements by parents/guardians, authorized escorts).
10.4 Conduct. Abusive behavior, consumption of alcohol/drugs, introduction of prohibited items, damage to the vehicle are prohibited. The Carrier may refuse boarding without refund in case of violation.
11.1 Baggage. The rights and limits of hand/checked baggage are set by each Carrier (dimensions, weight, number; services subject to a fee for extra baggage).
11.2 Prohibited items. Hazardous materials, weapons, flammable/illegal substances and items with a special regime are prohibited.
11.3 Pets. Admission is possible only according to the Carrier’s rules (cage, pet passport, vaccinations, fees).
11.4 Liability for baggage. The Carrier is liable within the limits of its rules and the applicable law; normal wear and tear (scratches, wheels) is generally not compensated. For unorganized connections, the transfer of baggage between services is the Passenger’s responsibility.
12.1 Organized transfers. These are itineraries purchased as a single product, with coordinated connections between Carriers. In the event of a missed connection due to operational causes (delay, technical defect, traffic), the order of remedies is: (a) reasonable re-routing, at no additional cost, on the first available service; (b) rescheduling to a later agreed date; (c) proportional refund of unperformed segments. The provision of assistance (e.g., food/escort/accommodation) applies only to the extent that the law applicable to the route provides for it (e.g., certain situations under Reg. (EU) 181/2011).
12.2 Minimum connection time (MCT): ≥30 min same terminal; ≥60 min different terminal in the same locality; ≥90 min when there is a border control or a change of operator; ≥120 min for night-time connections (22:00–06:00) or in peak season. Connections that do not meet the MCT are treated as unorganized transfers; the protections in §12.1 do not apply, except where the Carrier explicitly states other conditions on the ticket.
12.3 Unorganized transfers. Itineraries made up of distinct segments purchased separately; each segment constitutes an independent transport contract. The risk of missing the connection lies with the Passenger; there is no automatic obligation of re-routing/compensation by the other Carriers or by E-Bilet, except in cases provided for in the rules of the affected segment’s Carrier or by law.
12.4 Baggage at transfer. For organized transfers, baggage handling follows the rules indicated on the ticket (assisted/automatic transfer, if provided). In the absence of an express mention, the Passenger is responsible for collecting and re-boarding the baggage between segments.
12.5 Communication and information. The primary obligation to inform about disruptions lies with the Carrier. E-Bilet does not independently monitor the performance of services; E-Bilet will transmit to Passengers, on a durable medium, the information received from the Carrier as soon as it becomes available and, where possible, the options provided in §12.1 and §13. E-Bilet is not liable for non-communication, delay or inaccuracy of data provided by the Carrier/authorities; obligations of assistance and/or compensation remain with the Carrier in accordance with the law applicable to the route.
12.6 Liability limits. E-Bilet does not guarantee keeping connections and is not liable for delays/cancellations attributable to Carriers or caused by force majeure; E-Bilet’s liability is limited to issuance errors attributable to the platform.
13.1 Initiated by the Carrier (cancellation/modification before boarding). In such situations, the Passenger benefits, as the case may be, from: (a) reasonable re-routing on the first available service, at no additional cost; (b) rescheduling to a later agreed date/time; or (c) a refund of the value of the unperformed segments, all in accordance with the law applicable to the route and the Carrier’s rules, communicated to the Passenger on a durable medium. For routes within/from the European Union, the provisions of Regulation (EU) No. 181/2011 on the rights of passengers in bus and coach transport apply, where applicable.
13.2 Initiated by the Passenger: see the Refunds & Complaints Policy. Some tickets are non-refundable or subject to deductions for fees.
13.3 Delays: arrival/departure at a fixed time is not guaranteed; compensation is governed by the Carrier’s policy and the law applicable to the route.
14.1 Method of submitting the request: via the account or to ebilet.md@gmail.com with the ticket attached.
14.2 Processing time: 10 business days from the date the file is complete; return via the same payment method, minus non-recoverable fees (bank/processor/services already provided).
14.3 Non-refundable cases: no-show, non-compliant travel documents, or refusal of boarding due to the Passenger’s fault are, as a rule, non-refundable, with the exceptions provided by the Carrier or the law applicable to the route.
14.4 Promo code/credit: upon refund, only the amount actually paid is returned; promotional benefits are cancelled.
15.1 Scope and responsibilities. This chapter sets out the framework for filing, registering and resolving complaints regarding: (a) operation of the platform, payments and ticket issuance; (b) performance of the transport service provided by the Carrier. For aspects that concern exclusively the performance of the transport, primary responsibility lies with the Carrier; E-Bilet acts as an intermediary and provides assistance for forwarding and tracking the case.
15.2 Submission channels. Complaints may be filed:
(i) via the user account (the “Complaints/Support” section);
(ii) by e-mail to ebilet.md@gmail.com;
(iii) by post to the address of the registered office indicated in §1.
For operational emergencies (immediate delays/cancellations), it is recommended to contact the Carrier directly using the details on the ticket, while informing E-Bilet at the same time.
15.3 Minimum complaint content. For efficient resolution, the complaint must contain at least: the complainant’s name and contact details; the order/ticket number; the route and travel date; a clear description of the facts; supporting documents (e.g., ticket, receipts, photos, correspondence); the remedy sought (refund, re-routing, compensation, etc.). If the complaint is filed by a third party, the passenger’s authorization/consent must be attached.
15.4 Procedure and deadlines. E-Bilet confirms receipt of the complaint within 2 business days and assigns a case number. The standard resolution time is 15 business days from the date the file is complete. In complex situations (e.g., the need to obtain an official response from the Carrier/authority), the deadline may be extended up to 30 business days, with the complainant being informed of the reasons for the extension and the estimated timeframe.
15.5 Complaints regarding performance of the transport. Cases concerning delays, cancellations, denied boarding, baggage, conditions in the vehicle, or other aspects of transport are forwarded to the competent Carrier. E-Bilet tracks the case and communicates the response received; where the law applicable to the route grants specific passenger rights (e.g., Reg. (EU) 181/2011 for certain routes), these will be indicated in the final response.
15.6 Escalation and remedies. To the extent permitted by law, the complainant may resort to ADR mechanisms and/or the European Commission’s ODR platform, as well as the consumer protection authority. E-Bilet’s participation in ADR takes place when required by law or expressly accepted; ADR outcomes are recommendatory, except in cases provided by law or accepted by the parties. The use of ADR/ODR does not limit the right to bring the matter before a court.
15.7 Incomplete requests and abuse of rights. If the information is insufficient, E-Bilet may request supplements; the resolution period is suspended until receipt thereof. Manifestly unfounded, repetitive or bad-faith complaints may be closed with reasons; in serious cases, we may temporarily limit communication channels to e-mail.
15.8 Language of communication. Complaints may be submitted in Romanian; subject to operational possibilities, we also accept RU/UA/EN for correspondence. Documents issued by Carriers/authorities may be forwarded in the language in which they were received.
15.9 Record-keeping and confidentiality. All complaints are recorded in an internal register and kept for the period necessary in accordance with the applicable legislation and the Privacy Policy. Personal data are processed strictly for handling the case and may be communicated to the Carrier/competent authorities, as applicable.
16.1 Prohibitions. Prohibited: scraping and massive data extraction, reverse engineering, unauthorized security tests, creation of multiple accounts for promotion abuse, unauthorized selling/reselling of tickets, providing false data.
16.2 Technical measures. E-Bilet may apply traffic limiting (rate-limit), IP/device blocking, unilateral cancellation of suspicious orders, request for additional documents, and notification of the competent authorities.
17.1 Rights. Trademarks, interface elements, texts, databases and other materials available on the platform are protected by intellectual property rights belonging to E-Bilet or its licensors.
17.2 Licence. A limited, non-exclusive, non-transferable and revocable licence to use the platform exclusively for the purpose of booking and purchasing tickets is granted. Any use outside this purpose is prohibited.
18.1 Principles. The processing of personal data is carried out in accordance with the Privacy Policy (an integral part of these T&C) and the applicable legislation.
18.2 Marketing. Commercial communications are sent only on the basis of consent or an appropriate legal basis; the Client may object at any time.
18.3 Security. We collect technical logs and implement security measures, on the basis of legitimate interest, with limited and proportionate retention periods.
Any non-performance/delay caused by external, unforeseeable and unavoidable events (disasters, acts of authorities, border closures, pandemics, major network outages, etc.) releases the parties from liability within the limits of the law. In such situations, remedies are limited to reasonable re-routing and/or refunds under the applicable law and the Carrier’s rules.
20.1 Disclaimer. The platform is provided “as is” and “as available”, without express or implied warranties as to uninterrupted operation, error-free operation or fitness for a particular purpose, to the extent permitted by law.
20.2 Exclusions. Within the limits of the law, E-Bilet is not liable for indirect damages, loss of opportunity/profit, lost data, nor for delays/cancellations attributable to the Carrier, authorities or force majeure.
20.3 Legal limitations. Liabilities which, under the law, cannot be limited (e.g., intent, gross negligence) are not excluded.
21.1 The User undertakes to indemnify and hold E-Bilet, its affiliates and representatives harmless for direct, actual and proven losses and damages, as well as reasonable expenses (including court costs and reasonable attorneys’ fees), resulting exclusively from: (a) the User’s breach of these T&C or of the law; (b) abusive use of the platform; (c) infringement of third-party rights; (d) fraud or initiation in bad faith of a chargeback. This clause does not cover situations attributable to E-Bilet or the Carrier and does not limit the User’s legal rights (including the right to dispute a payment in cases provided by law and by card scheme rules).
21.2 E-Bilet may, at its option, assume and coordinate the defence; the User will cooperate reasonably and will not conclude settlements without E-Bilet’s written consent. Any “sanctions” are covered only to the extent that they are imposed as a direct and exclusive result of the User’s act. E-Bilet may set off certain, liquid and due amounts under this clause against amounts owed to the User. This clause applies to the extent permitted by law and survives termination of these T&C.
E-Bilet may update this document for operational, legal or security reasons. For material changes (affecting Users’ rights/obligations, refund rules, prices or jurisdiction), E-Bilet will give 15 calendar days’ prior notice on a durable medium (e-mail/in-account notification), indicating the effective date and a summary of the changes. In urgent cases (immediate legal requirements, security measures, prevention of abuse), changes may take immediate effect, without prior notice. The current version, effective date and version history will be published on the platform; previous versions will be archived and accessible. Contracts concluded before remain governed by the version applicable at the date of purchase; the changes apply only to future contracts and subsequent use of the platform. Continued use of the platform after the effective date constitutes acceptance of the changes; if you do not agree, stop using it and/or request account closure.
E-Bilet may assign, in whole or in part, its rights and/or obligations to affiliates or third parties, including in corporate transactions (merger, de-merger, business transfer, asset sale, change of control), or may subcontract certain activities (e.g., payment processing, ticketing, hosting, customer support, fraud prevention), in compliance with the law. Assignment or subcontracting does not diminish the User’s rights and does not release E-Bilet from liability towards the User; E-Bilet will ensure compliance with confidentiality and data protection obligations by the third parties involved, in accordance with the Privacy Policy and applicable law. In the case of an assignment involving a change of counterparty, the User will be notified on a durable medium. E-Bilet may assign, without the User’s consent, its claims arising from this contract (including to payment institutions/factoring). The User may not assign its rights and/or obligations without E-Bilet’s prior written consent, except for assignments permitted by law (legal subrogation). Any assignment made in breach of this clause is void with respect to E-Bilet.
Communications are sent on a durable medium via e-mail/SMS associated with the Account and/or via in-app notifications. A communication is deemed received on the date and time indicated by the system as sent, unless the User proves otherwise; messages returned or blocked due to the User’s fault (incorrect/deactivated address, full mailbox, anti-spam filters) are deemed communicated. The User is obliged to keep contact details updated and functional and to periodically check the Spam/Junk folder. E-Bilet may also use other means provided by law when the nature of the communication so requires.
This document is governed by the law of the Republic of Moldova. In relations with consumers, the mandatory rules of consumer protection of the Passenger’s habitual residence also apply, to the extent they are applicable. Disputes will be settled by the competent courts of Chișinău (Republic of Moldova); such jurisdiction is non-exclusive and does not prejudice the consumer’s right to bring proceedings before the courts of their state of residence, where the applicable law provides for this right. Access to ADR/ODR mechanisms remains open in accordance with the law.
26.1 Partial nullity (severability). If any clause is declared null/unenforceable, this does not affect the validity of the others; the clause will be replaced by law with a valid provision which, to the extent permitted by law, most faithfully reflects the economic and legal purpose pursued by the parties.
26.2 Language. The Romanian version prevails; translations into RU/UA/EN are provided for information purposes, unless otherwise provided.
26.3 Priority. (1) mandatory law; (2) the Carrier’s conditions; (3) this document and related policies; (4) individual communications on a durable medium.
26.4 Entire agreement. This document, together with its ancillary policies and the individual communications sent on a durable medium (confirmations, notices, special conditions), constitutes the entire agreement between the parties regarding the use of the platform and the purchase of tickets; any prior understandings, oral or written, are replaced.
26.5 No waiver. Failure or delay in exercising a right does not constitute a waiver; waiver is effective only if made in writing and on a durable medium.
26.6 Headings and interpretation. Headings and numbering are for guidance only. The terms “including/inclusive” are to be interpreted as “including, without limitation.”
26.7 Relationship between the parties. No provision creates a company, joint venture, agency, representation or employment relationship between E-Bilet and the User/Carrier. E-Bilet acts as an intermediary/sales and/or collection agent, and the Carrier remains an independent provider for the performance of the transport.
26.8 Survival. The provisions regarding intellectual property (§17), data protection (§18), force majeure (§19), liability limitations (§20), indemnification (§21), assignment (§23), notices (§24) and governing law/jurisdiction (§25) survive termination of these T&C, to the extent necessary for their performance/effects.
26.9 Electronic evidence. System logs, time stamps, files and messages sent on a durable medium (e-mail/SMS, PDF documents), extracts from databases and backups generated by the platform constitute admissible means of proof regarding operations carried out through the account/order, to the extent permitted by law.
26.10 Third-party beneficiaries. This document does not confer rights on third parties, except in situations expressly provided by law and/or where it is unequivocally apparent from the clauses that the provision produces effects for a specific third party.
26.11 Prevalence of individual communications. In case of inconsistency between this document and an individual communication sent on a durable medium for a particular order (e.g., special conditions), the individual communication prevails for that order, within the limits of the law.
