Terms & Conditions

Who we are and what these Terms cover. This website, guest.md, is operated by Guest — Personal Concierge & Lifestyle Management (the "Operator", "we", "us"), whose legal identity is GUEST S.R.L., IDNO 1026023028828, registered address MD-2068, mun. Chișinău, sect. Rîșcani, str. Alecu Russo 7/1, ap. 23, contact [email protected]. These Terms & Conditions govern the ordering, purchase and payment of the paid services offered on this site and form a legally binding agreement between the Operator and any person who places an order (the "Client", "you"). By placing an order you confirm that you have read, understood and accepted these Terms in full. They are governed by the law of the Republic of Moldova and are addressed to an adult Client with legal capacity to enter into contracts.

Our services. Through this site we offer personal concierge and lifestyle-management services aimed primarily at foreigners in the Republic of Moldova, in three formats: Individual Services (single requests), Premium Packages (bundled offerings) and Gift Cards. Our services are provided on a personalised basis: after an order and payment, the exact scope, timing and arrangements are agreed individually with you by our team, having regard to the nature of your request and to what is practically and lawfully possible. The descriptions published on the site are indicative and define the general content of each service; the specific details are confirmed in the course of our correspondence with you.

Prices and currency. Prices are displayed on the site in euro (EUR) for your convenience. Payment, however, is charged in Moldovan lei (MDL): at the moment of payment the amount in EUR is converted into MDL at the exchange rate applied by the payment service and/or your card issuer at that time, so the exact amount debited from your card in MDL may differ slightly from a nominal conversion. Prices include applicable taxes unless stated otherwise. We may change prices at any time, but the price that applies to your order is the one shown at the moment you confirm and pay for it.

Ordering process. To place an order you select the service, package or gift card on the site and provide the information requested for the order. You are then redirected to the secure payment page of our payment provider to complete payment. Your order is accepted and the contract between us is concluded once your payment has been successfully authorised and confirmed. After confirmation we contact you at the details you provided in order to agree the arrangements for delivering the service. You are responsible for the accuracy of the information you submit; if it is incomplete or incorrect, provision of the service may be delayed or become impossible.

Payment via Paynet. Online payments by Visa and Mastercard cards are processed through Paynet, a licensed payment service provider, on its own secure hosted checkout page. Your full card details are entered directly on Paynet's protected environment and are neither seen nor stored by the Operator. We receive only confirmation of the result of the transaction. Payment is subject to the terms and security rules of Paynet and of your card-issuing bank, which may apply additional verification (such as 3-D Secure). If a payment is declined or not confirmed, the order is not accepted and no contract arises.

Provision of the service. Because our services are concierge services agreed individually, we begin performance after payment is confirmed and after the practical arrangements have been settled with you. We will make reasonable efforts to perform within the timeframes agreed, but some elements depend on third parties (venues, suppliers, authorities, partners) and on your own timely cooperation and instructions. Where a specific request cannot be fulfilled for reasons of legality, availability or feasibility, we will inform you and propose an alternative or, where appropriate, a refund of the amount corresponding to the part not performed.

Gift Cards. A Gift Card entitles its holder to order Guest services up to the value stated on the card. It may be used to pay, in full or in part, for Individual Services or Premium Packages; where the order exceeds the card value, the difference is payable through the ordinary payment methods. Unless stated otherwise on the card or at the moment of purchase, a Gift Card is valid for 12 months from the date of issue, is not exchangeable for cash and any unused balance is not refundable in cash. A Gift Card must be presented or its code provided when placing the order; the Operator is not liable for cards lost, shared or used by unauthorised persons.

Cancellation and refunds. As our services are supplied on a personalised basis, you may request cancellation of an order that has been paid but not yet started by writing to [email protected]; in that case we refund the amount paid, less any costs already and irreversibly incurred on your behalf (for example non-refundable bookings or third-party fees). For services already started or performed, and for bespoke arrangements made to your specification, refunds are handled by agreement between us in proportion to the part not yet performed. Refunds, where due, are made to the same card used for payment, through Paynet, within a reasonable period. Statutory consumer-protection rights under Law no. 105/2003 of the Republic of Moldova, where applicable, remain unaffected by this clause.

Liability and limitations. We provide our services with due professional care, but we act to a significant extent as an intermediary and organiser: we are not liable for the acts, omissions, quality or pricing of independent third parties (venues, suppliers, carriers, authorities) whom we engage or recommend at your request. To the extent permitted by law, our liability in connection with an order is limited to the amount you paid for that order, and we are not liable for indirect, incidental or consequential losses. Nothing in these Terms limits liability that cannot be excluded under the mandatory law of the Republic of Moldova. The information and descriptions on the site are provided in good faith but without guarantee that every service will be available at all times.

Force majeure. Neither party is liable for a failure or delay in performing its obligations to the extent caused by circumstances beyond its reasonable control, including natural disasters, war, civil unrest, acts of authorities, strikes, epidemics, failures of communications, energy or payment infrastructure. The affected party informs the other as soon as practicable; if the situation persists and makes performance impossible, the parties settle the consequences fairly, including refund of amounts corresponding to services not performed.

Intellectual property. All content of this site — texts, graphics, logos, the "Guest" name and branding, layout, images and other materials — belongs to the Operator or is used with authorisation and is protected by the law of the Republic of Moldova and international treaties. You may use the site for the purpose of learning about and ordering our services; any reproduction, distribution, modification or commercial use of the content without our prior written consent is prohibited.

Personal data. We process personal data provided in the ordering and payment process in accordance with our Privacy Policy and with Law no. 195/2024 of the Republic of Moldova and, where applicable, Regulation (EU) 2016/679 (GDPR). Card data is processed by Paynet as described above and is not stored by the Operator. Please read our Privacy Policy for details of what data we process, why, and the rights you have, including the right to lodge a complaint with the National Centre for Personal Data Protection (CNPDCP).

Changes to these Terms. We may update these Terms & Conditions to reflect changes in our services, in the payment arrangements or in the applicable legislation. The current version and its effective date are always published on this page and apply to orders placed after publication; the version in force at the moment of your order governs that order. These Terms are effective from 20.07.2026.

Applicable law and disputes. These Terms are governed by and construed in accordance with the law of the Republic of Moldova. We aim to resolve any disagreement amicably: please contact us first at [email protected] so that we can seek a solution together. Where a dispute cannot be settled through negotiation, it is submitted to the competent courts of mun. Chișinău, Republic of Moldova, without prejudice to any mandatory consumer-protection rules that may grant you additional rights.