Payments and refunds

1. Scope of the policy

The policy applies to reservations made through autocare.md, autobuse.md, autobuze.md and the Autocare mobile app. Online payment processed by Autocare is hosted at pay.autocare.md through MAIB, and the merchant is CONNECTBASE SRL. For this payment, CONNECTBASE SRL collects the price in the name of and on behalf of the carrier, without buying or reselling the transport service in its own name.

2. Basic principle: confirmation before collection

1. The user submits the request without Autocare collecting the MAIB payment.
2. Autocare immediately confirms, on screen and by email or notification, receipt of the request and the fact that the seat is not yet confirmed.
3. The carrier verifies and accepts/rejects the request.
4. After acceptance, Autocare marks the reservation “Reserved”; the reservation becomes binding, subject to payment within the term when online payment applies.
5. If MAIB payment is available, the user receives the link and the payment deadline.
6. Before payment, the user again sees and confirms the applicable carrier policy.

3. Payment methods

Method	Timing and collector	Support/refund
MAIB at pay.autocare.md	After confirmation. CONNECTBASE SRL collects the price in the name of and on behalf of the carrier, under the contractual mandate.	Autocare manages the payment operation and executes the eligible refund according to the carrier policy and the law.
Cash to the carrier	Directly to the carrier, according to the instructions in the offer/confirmation.	The carrier is responsible for the amount collected. Autocare may receive and forward the complaint for contracted carriers.
Online managed by the carrier	Through the carrier's link, terminal or processor. The amount does not enter Autocare's account.	The carrier handles payment and refund; Autocare may facilitate communication.

4. Price

The price displayed before the request is the price set by the carrier for the trip, 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 to the passenger. The commercial commission owed to Autocare by the carrier is not a ticket markup and may be paid separately or withheld/offset at the settlement between the companies, according to their contract. Each carrier's contract separately sets who bears the MAIB costs and how the net settled amount is calculated, without changing the price or the passenger's rights. If the user's bank makes a currency conversion or applies its own fees, these are part of the user's relationship with their bank and must be checked before authorization.

If the offer or the conversion rate changes before the request/payment, the new value must be displayed, and the user must confirm it before continuing.

5. Payment deadline

The deadline differs depending on the carrier and reservation and is displayed together with the link. If payment is not confirmed by expiry, the reservation may be cancelled automatically. An expired link must not be reused. To continue, a new request and a new confirmation of the seat/price may be required.

6. Payment authorization and confirmation

Card details are entered in the MAIB payment environment and must not be sent by email, chat or the Autocare form. Payment is considered completed after the system receives a valid confirmation from MAIB, not merely after a page is displayed in the browser.

The carrier remains the transport provider and creditor of the price. Payment confirmed to CONNECTBASE SRL extinguishes the passenger's obligation to pay the transport price, even if CONNECTBASE SRL settles the amount to the carrier at a later date. The passenger cannot be asked to pay the same amount again to the carrier.

If the page is interrupted, do not repeat the payment immediately. Check the reservation status or contact support to avoid a double payment.

7. The carrier-specific policy

Each carrier may have different cancellation/refund deadlines and percentages. The applicable policy is the one displayed:

• before sending the request; and
• again before MAIB payment.

For connections or round trips, each segment may have a different carrier and a different policy. The system calculates the eligible refund based on the rules configured for the affected segment, without removing the mandatory rights provided by law.

8. How to request cancellation

8.1. Contracted carrier

You can send the request through Autocare. We register it and, when the decision belongs to the carrier, forward it to them. The carrier decides on aspects regarding the trip and the money collected directly by it.

8.2. Non-contracted carrier

You can request cancellation through Autocare or directly using the carrier's contact details available in the confirmation. Direct contact is recommended for speed. Sending the request through Autocare does not constitute actual cancellation until the carrier confirms the result, and the status is updated.

8.3. Required information

Indicate the reservation number, passenger name, phone number, trip/segment and the reason for the request. The time of registration may influence the refundable amount according to the carrier policy.

9. Refund of a MAIB payment

9.1. Cancellation requested by the passenger

The eligible amount is automatically calculated based on the carrier policy configured in Autocare, the time of the request and the applicable mandatory rights. Before confirming the cancellation, the user must be informed of the calculation result when the flow allows.

9.2. Trip cancelled by the carrier

If the carrier cancels the trip after a MAIB payment processed by Autocare, a full refund of the amount collected for the cancelled service is initiated.

9.3. How the money reaches you

For any valid cancellation of a reservation paid through MAIB, including cancellation initiated by the passenger, operator, carrier or system, the eligible refund is scheduled automatically, and the order is initiated within a maximum of 3 hours from cancellation, usually by the same payment method. The interval allows correcting an accidental cancellation before the order is transmitted. If the cancellation is validly revoked within this window, the refund is no longer initiated.

The moment the amount actually appears in the account after initiation depends on MAIB, the card scheme and the issuing bank. Confirmation of initiation is not the same as the date the account is credited.

10. Direct payment to the carrier

Autocare cannot technically execute the refund of money it did not collect. For cash payment or online managed by the carrier, the financial request is handled by the carrier. If the carrier is contracted, Autocare receives the complaint and forwards it; if there is no contract, direct contact with the carrier is recommended.

11. No-show and repeated cancellations

No-show may remove the right to a refund, depending on the carrier policy and the law. For cash payment, the unused reservation is cancelled. Repeated no-shows or late cancellations may lead, after a proportional assessment, to limitation or suspension of the Autocare account.

12. Double payment, wrong amount or unrecognized payment

• do not send the full card details, CVV code or passwords;
• send the reservation number, date, amount and transaction proof to [email protected];
• for an unrecognized payment, also contact the issuing bank without delay;
• Autocare checks its records and, if necessary, cooperates with MAIB.

13. Right of withdrawal and passenger rights

Booking passenger transport does not automatically grant an unconditional right to cancel and receive a full refund within 14 days. The carrier policy and the mandatory transport/consumer rules apply. This rule does not limit the special rights in case of cancellation, delay, non-performance or other non-conformity provided by the law applicable to the trip.

14. Complaints

For MAIB payments and Autocare services, write to [email protected]. You will receive automatic confirmation, and the final response regarding Autocare services is provided within 14 calendar days. Details: Complaints policy.