Terms and Conditions

Last updated: [14 April 2026]

Welcome to Chisinau Tours. These Terms and Conditions govern your use of chisinautours.md and any tour booking, enquiry, or service provided by us.

By accessing this website or booking a tour with us, you agree to these Terms and Conditions.

1. Company information

Data Controller: Grilin Travel S.R.L.
Website: chisinautours.md
Registered address: Moldova, Chișinău, Str. Romana 4/1
Physical address: Moldova, Chișinău, Str. Studenților 9/11
Email: support@chisinautours.md

In these Terms and Conditions, “we”, “us”, and “our” refer to Chisinau Tours. “You” and “your” refer to the website user or customer making a booking.

2. Our services

We provide information about tours in Chisinau and Moldova and offer online booking or booking request options for tours, excursions, and related tourism services.

Some tours may be operated directly by us, while others may be delivered with the support of local partners, guides, drivers, or service providers.

3. Eligibility to book

By making a booking, you confirm that:

  • you are at least 18 years old, or you have the permission of a parent or legal guardian
  • the information you provide is accurate and complete
  • you are legally able to enter into a binding agreement
  • you accept these Terms and Conditions on behalf of all travellers included in the booking

4. Booking process

A booking is considered confirmed only when:

  • we receive your booking request or order
  • payment or deposit is successfully received, where required
  • we send you a booking confirmation by email, message, or another written format

Until confirmation is sent, availability is not guaranteed.

We reserve the right to decline a booking request in reasonable circumstances, including availability issues, pricing errors, incomplete information, safety concerns, or suspected misuse of the website.

5. Prices and payment

All prices displayed on the website are in [MDL / EUR / USD], unless stated otherwise.

Prices may include only the items specifically described in the relevant tour page or booking confirmation. Unless clearly stated, prices do not automatically include:

  • flights
  • accommodation
  • travel insurance
  • meals and drinks
  • visas
  • personal expenses
  • optional activities
  • entrance fees not mentioned in the tour description

Full payment or a deposit may be required at the time of booking. The remaining balance, if any, must be paid by the deadline stated in your booking confirmation.

If payment is not completed on time, we may cancel the booking.

6. Booking confirmation

After your booking is accepted, we will send a confirmation with the main details of your tour. It is your responsibility to check the confirmation carefully and notify us promptly if anything is incorrect.

7. Changes by the customer

If you would like to change your booking, please contact us as soon as possible.

We will do our best to help, but changes are subject to availability and may result in:

  • additional charges
  • price differences
  • changes to the itinerary, timing, or inclusions
  • cancellation of the original booking if the requested change cannot reasonably be made

Name changes, date changes, or private tour changes may not always be possible once arrangements have been confirmed.

8. Cancellation by the customer

If you need to cancel your booking, you must notify us in writing by email or another written channel.

Unless a different cancellation policy is stated for a specific tour, the following standard cancellation terms apply:

  • More than 14 days before the tour: full refund, minus any non-refundable payment processing or third-party reservation fees
  • 7 to 14 days before the tour: 50% refund
  • Less than 7 days before the tour: no refund
  • No-show or late arrival: no refund

If your booking includes non-refundable third-party services, tickets, transport, or reservations already paid on your behalf, those amounts may also be non-refundable.

You should update these timings if your real business policy is different.

9. Cancellation or changes by us

We reserve the right to cancel, postpone, shorten, reschedule, or modify a tour if reasonably necessary, including due to:

  • weather conditions
  • safety concerns
  • political or transport disruption
  • insufficient participation
  • guide or supplier unavailability
  • operational reasons beyond our reasonable control

If we cancel a tour before it starts and no suitable alternative is offered, you will be entitled to either:

  • a full refund of the amount paid to us for that tour, or
  • the option to move your booking to another available date or tour, if both sides agree

If a minor change is needed, we may make it without liability, provided the overall character of the tour is not materially affected.

10. No-show and late arrival

It is your responsibility to arrive at the meeting point on time.

If you arrive late or fail to attend the scheduled departure, we cannot guarantee participation, rescheduling, or refund.

11. Travel documents and personal responsibility

You are responsible for ensuring that you have:

  • valid identification documents
  • any required visas or entry permissions
  • suitable clothing and personal items for the tour
  • accurate personal information submitted at the time of booking

We are not responsible for losses caused by missing documentation, failure to follow instructions, or personal travel arrangements made separately by you.

12. Health, fitness, and special requirements

Some tours may involve walking, outdoor conditions, rural roads, stairs, wineries, historical sites, or physical activity.

By booking, you confirm that you and the other participants are fit to take part in the selected tour, unless you have informed us in advance about any relevant mobility, medical, dietary, or accessibility requirements.

We will try to accommodate reasonable requests where possible, but we cannot guarantee that every tour is suitable for every traveller.

13. Conduct during the tour

We want all guests to have a safe and pleasant experience.

We may refuse participation or remove a participant from a tour, without refund, if their behaviour is abusive, dangerous, unlawful, seriously disruptive, or puts other guests, guides, staff, or property at risk.

14. Children

Children may join a tour only under the conditions stated in the relevant tour description or by prior agreement.

A parent, guardian, school representative, or authorised adult organiser is responsible for supervising children during the tour.

15. Third-party services

Some parts of your tour may be provided by third parties, such as drivers, guides, wineries, restaurants, museums, event organisers, or other local partners.

Where third-party services are involved, we act either as the direct organiser or as the booking intermediary, depending on the service. We are not responsible for losses caused solely by the acts or omissions of third parties outside our reasonable control, except where liability cannot be excluded under applicable law.

16. Force majeure

We are not liable for failure or delay in performing our obligations where this is caused by events beyond our reasonable control, including but not limited to:

  • natural disasters
  • severe weather
  • war
  • terrorism
  • civil unrest
  • epidemics or public health emergencies
  • government restrictions
  • strikes
  • transport disruption
  • power or communications failure

In such cases, we will try to provide a reasonable alternative or reschedule where possible.

17. Intellectual property

All content on this website, including text, branding, logos, images, graphics, layout, and original materials, is owned by or licensed to Chisinau Tours, unless otherwise stated.

You may not copy, reproduce, republish, distribute, modify, or commercially use website content without our prior written permission.

18. Website use

You agree not to use the website:

  • for unlawful purposes
  • to interfere with the security or operation of the website
  • to submit false or misleading information
  • to attempt unauthorised access to any system, booking process, or data
  • to copy or scrape website content in an abusive or automated way without permission

We may suspend or restrict access if we reasonably believe the website is being misused.

19. Limitation of liability

To the maximum extent permitted by law:

  • we are not liable for indirect, incidental, special, or consequential losses
  • we are not liable for personal items lost, stolen, or damaged during a tour
  • our total liability in relation to a booking will not exceed the total amount paid by you to us for that booking

Nothing in these Terms excludes liability where it cannot lawfully be excluded, including liability for fraud, wilful misconduct, or mandatory consumer rights under applicable law.

20. Complaints

If you have a complaint during the tour, please tell your guide or contact us as soon as possible so we have a fair opportunity to resolve the issue quickly.

If the issue is not resolved during the tour, please send your complaint in writing within 14 days after the tour date to:

[Complaint email / contact details]

Please include your name, booking reference, tour date, and a clear description of the issue.

21. Privacy

Your use of the website and our processing of personal data are also governed by our Privacy Policy.

22. Governing law and jurisdiction

These Terms and Conditions are governed by the laws of the Republic of Moldova, unless mandatory consumer protection rules require otherwise.

Any dispute arising in connection with these Terms shall be subject to the jurisdiction of the competent courts of the Republic of Moldova, unless applicable law provides another mandatory forum for consumers.

23. Changes to these Terms

We may update these Terms and Conditions from time to time. The latest version will always be posted on this page with the updated date shown above.

24. Contact us

If you have any questions about these Terms and Conditions, please contact us:

Chisinau Tours
Email: support@chisinautours.md