These Terms and Conditions (“Terms”) govern hotel accommodation bookings made via the TravelOne website and related booking interfaces (the “Platform”). By accessing the Platform and/or completing a booking, you confirm that you have read, understood and accepted these Terms.

    1. Who we are

    The Platform is operated by FLY GROUP S.R.L. (Republic of Moldova), trading under the TravelOne brand (“TravelOne”, “we”, “our”, “us”).

  • Company: FLY GROUP S.R.L. (IDNO: 1024600019733)
  • Operational office: MD-2064, Republic of Moldova, Chișinău, Vasile Alecsandri str. 91, ap. 10, Republic of Moldova
  • E-mail: helpdesk@travelone.eu | Website: www.travelone.md

  • For the purpose of these Terms, “Hotel” (or “Accommodation Provider”) means the property providing the accommodation services.

    2. Scope of these Terms

  • These Terms apply to hotel accommodation bookings (room-only and/or room with included services) sold through the Platform.
  • Additional services (e.g., transfers, excursions, insurance) may be offered separately and can be subject to additional terms of the relevant provider.

3. Our role – intermediary/agent

TravelOne acts as an intermediary/agent facilitating your hotel booking. The accommodation contract is concluded directly between you and the Hotel. TravelOne is not the provider of accommodation services and does not operate the Hotels listed on the Platform.

    4. Booking process and confirmation

  • Availability and prices are shown based on information received from Hotels and/or our technology and distribution partners.
  • A booking becomes binding once you receive a written confirmation (e-mail and/or confirmation screen) with a booking reference.
  • You are responsible for verifying all booking details (dates, guest names, room type, board basis, cancellation rules) before completing payment.

  • If a booking cannot be confirmed due to availability or price changes, we will inform you and, where applicable, offer alternatives or refund the amount paid.

    5. Prices, taxes and currency

  • Prices may be displayed in MDL. The final charge may be processed in MDL depending on the payment method and payment provider.
  • Unless stated otherwise, prices may exclude local taxes (e.g., city tax) that are payable directly at the Hotel.
  • If an obvious pricing error occurs, we reserve the right to cancel the booking and refund any amount paid, after notifying you.

  • Exchange rates and bank fees are determined by your card issuer/bank and are outside of our control.

    6. Payment and security

  • Most hotel bookings require prepayment at the time of booking (unless the offer explicitly states “pay at property”).
  • Accepted payment methods are displayed on the Platform at checkout. For some launches, payments may be available only via specific methods.
  • Payments are processed via authorized payment service providers. We do not store full card details on our servers.

  • In the event of a payment dispute/chargeback, please contact our support first so we can assist and provide the relevant documentation.

    7. Cancellation, changes, no-show and refunds

    Cancellation and modification rules depend on the specific rate/offer selected and will be displayed before payment. By completing the booking, you agree to the applicable cancellation policy.

  • Cancellations/changes must be requested in writing (email) using the contact details in Section 14, unless the Platform provides a self-service option.
  • If a booking is non-refundable or the free-cancellation deadline has passed, cancellation fees may be up to 100% of the booking amount.
  • No-show (failure to check in) is typically treated as a late cancellation and may be charged in full by the Hotel.
  • Approved refunds are processed to the original payment method. Processing times depend on the bank/payment provider.

    • Where TravelOne has charged a service/processing cost (if any), it may be non-refundable unless required by applicable law.

    8. Check-in / check-out, guest obligations

  • Standard check-in and check-out times are set by each Hotel and may vary by property.
  • You must present valid identification at check-in and comply with the Hotel’s house rules and policies (including occupancy limits).
  • Special requests (e.g., late check-in, adjoining rooms) are subject to Hotel availability and are not guaranteed.

9. Changes or issues at the Hotel

Hotels may, in rare cases, be unable to honor a reservation (e.g., overbooking, maintenance). In such cases, the Hotel is primarily responsible for providing an alternative or compensation according to its policies and applicable law. TravelOne will provide reasonable assistance to facilitate communication and solutions.

    10. Complaints and support

    If you have an issue, please contact us as soon as possible so we can try to help while you are still at the property. Complaints submitted long after checkout may be harder to resolve.

  • Hotel booking support: helpdesk@travelone.eu
  • Phone support: +373 76 500 112 (working hours as published on the Platform)

11. Force majeure

Neither party will be liable for failure or delay in performing obligations caused by events beyond reasonable control (including, without limitation, natural disasters, epidemics, strikes, war, governmental restrictions, or system-wide outages). Where such events affect your booking, applicable Hotel policies and mandatory legal rules will apply.

12. Limitation of liability

To the maximum extent permitted by law, TravelOne is not liable for: (i) acts, omissions or defaults of Hotels; (ii) indirect or consequential losses; (iii) inaccuracies in Hotel content provided to us; (iv) any loss resulting from your failure to comply with Hotel policies or travel requirements. Nothing in these Terms limits liability that cannot be limited under applicable law.

13. Personal data

We process personal data in accordance with our Privacy Policy and applicable data protection laws. Your data may be shared with Hotels and our technology/payment partners solely to provide the booked services, handle support requests, and meet legal obligations. For details, please consult the Privacy Policy on www.travelone.md.

14. Governing law and jurisdiction

These Terms are governed by the laws of the Republic of Moldova. Any disputes shall be submitted to the competent courts of the Republic of Moldova, unless mandatory consumer rules provide otherwise.

15. Updates to these Terms

We may update these Terms from time to time. The version published on the Platform at the time of your booking will apply to that booking.

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