Payments and refunds

1. Scope of the policy

This policy applies to bookings made through autocare.md, autobuse.md, autobuze.md and the Autocare mobile application. CONNECTBASE SRL operates the platform and technically facilitates booking requests. The carrier identified in the offer provides the transport, collects the price, supplies the relevant documents and handles refunds of amounts received by it.

2. Booking request and confirmation

1. The user checks the offer, carrier, price, direct payment method and terms, as well as the cancellation rules, and then submits the request.
2. Autocare confirms receipt of the request on screen and by email or notification. This evidence does not guarantee a seat and is not proof of payment.
3. The carrier checks availability and accepts or rejects the request.
4. After acceptance, Autocare marks the booking as “Booked” or with an equivalent status and sends a separate confirmation.
5. The passenger pays the carrier directly, according to the method and deadline communicated for the accepted offer.

If the carrier requires advance payment to hold the booking, the condition, deadline and consequences of non-payment must be communicated before the offer is accepted. Booking confirmation does not constitute collection of the price.

3. Direct payment methods

Method	When and to whom payment is made	Support and refund
Cash to the carrier	Directly to the carrier, including at boarding if the offer provides for this.	The carrier confirms receipt, provides payment documents and handles requests concerning the amount received.
Online payment managed by the carrier	Through the carrier’s own link or system, if it offers this method. Payment is managed by the carrier and its payment service provider, outside Autocare.	The carrier handles confirmation of receipt, payment errors and refunds, together with its payment service provider where necessary.

Autocare’s display of the carrier’s payment method or instructions does not mean that Autocare processes or collects the payment. Available methods may vary from one journey to another.

4. Price

The price displayed before the request is the price set by the carrier for the journey, date, passenger category and selected options. Using Autocare does not increase this price: for the same offer, the passenger pays the same transport price as through the carrier’s direct channels.

Autocare does not add a separate service fee for the passenger. The commercial commission payable to Autocare by the carrier is governed separately by the contract between the companies and does not constitute a surcharge on the ticket. Autocare does not withhold commission from a passenger’s payment to the platform, because it does not collect such payments.

Before making a direct online payment, check the recipient, amount, currency and any costs communicated by the carrier and the providers involved. Currency conversion and fees charged by your own bank are matters between you and your bank. If the offer changes before the request is submitted, the new amount must be displayed and confirmed before proceeding.

5. Payment deadline and proof of payment

The carrier sets and communicates the payment time for the selected offer. If payment is made at boarding, the mere absence of an online payment before departure does not constitute failure to pay an amount that is due. If advance payment has been agreed, failure to meet the deadline may have the consequences communicated for the accepted offer, within the limits of the law.

The carrier confirms receipt and provides the ticket and payment documents in accordance with applicable law. Keep proof of payment. A note in Autocare indicating that payment has been made reflects the information recorded about the booking and does not replace proof of receipt provided by the carrier.

For an unclear or interrupted online payment, check the outcome with the carrier and its payment service provider before repeating the transaction.

6. Cancellation terms

There is no single rule for all journeys. The carrier’s policy communicated before the request is submitted applies, together with the mandatory rights provided by law. For connections or return journeys, each segment may have a different carrier and different terms. Check the affected segment and the recipient of the request.

7. How to request a cancellation

7.1. Contracted carrier

You may submit the request through Autocare. We record it and, where the decision belongs to the carrier, forward it to the carrier. The carrier decides matters concerning the journey and amounts collected by it; Autocare manages its own booking operations.

7.2. Carrier without a commercial contract

You may request cancellation through Autocare or directly, using the carrier’s contact details available in the confirmation. Contacting the carrier directly is recommended for a faster response. Submitting a request through Autocare does not constitute an effective cancellation until the carrier confirms the outcome and the status is updated.

7.3. Required information

Provide the booking number, passenger’s name, telephone number, journey or segment, and specific request. If you have already paid the carrier, provide the amount, date and method, and keep proof of payment. The time of the request may affect the cancellation terms; keep the submission confirmation.

8. Refunds of amounts collected by the carrier

A refund request must be addressed to the carrier that collected the price, for both cash and online payments. The carrier determines the amount due under the applicable terms and the law and issues the refund, through its payment service provider if applicable. Autocare may facilitate the submission of the request, but cannot refund money it has not collected.

If the passenger requests cancellation, the deadlines and terms communicated for the accepted offer apply, without prejudice to mandatory rights. If the carrier cancels the journey or does not provide the service, it handles the refund request and the passenger’s other rights in accordance with applicable law. Simply submitting a request through Autocare does not confirm that the refund has been approved or issued.

The carrier is responsible for the statutory or contractual refund deadline. For a direct online payment, the date the funds are credited may also depend on the payment service provider and the bank involved. Autocare does not schedule automatic refunds and does not promise its own timeframe for initiating or crediting a refund.

If you have not paid the price, there is no amount to refund. This does not replace the cancellation rules or waive any other rights or obligations provided for by the accepted terms and the law.

9. No-shows and repeated cancellations

Failure to show up may affect the right to a refund under the carrier’s policy and the law. Repeated no-shows or late cancellations may, following a proportional assessment, lead to the limitation or suspension of the Autocare account. You may request an explanation at [email protected].

10. Duplicate payment, incorrect amount or unrecognized payment

Contact the carrier that collected the payment and provide the information needed to identify the transaction. For an unrecognized online payment, also contact your bank or payment service provider without delay. Autocare may check its own booking records and facilitate communication with the carrier, but cannot confirm receipt or refund of the money on the carrier’s behalf.

11. Right of withdrawal and passenger rights

A passenger transport booking does not automatically give an unconditional right to cancel and receive a full refund within 14 days. The carrier’s policy and the mandatory rules governing transport and consumer protection apply. This rule does not limit special rights in the event of cancellation, delay, failure to provide the service or other non-compliance provided for by the law applicable to the journey, nor rights concerning Autocare’s own services.

12. Complaints

For the platform, bookings or forwarding a request to the carrier, write to [email protected]. You will receive an automatic confirmation, and a final response concerning Autocare’s own services will be provided within a maximum of 14 calendar days. This is not the carrier’s refund deadline. Details: Complaints Policy.