Terms and conditions

Last updated: 18.10.2026

1. Company Information

The website alsta.ro is operated by ALSTA MOBILITY S.R.L., a Romanian legal entity, organized and operating in accordance with the laws of Romania.

ALSTA MOBILITY S.R.L. is hereinafter referred to as the “Provider”, the “Company”, “we” or “ALSTA”.

2. Definitions

2.1. Beneficiary / Client / Passenger - any individual or legal entity, organization or institution that requests or benefits from the services of the Provider.

2.2. Platform / Website - the website alsta.ro and/or its subdomains.

2.3. Service - private passenger transport services on demand, airport transfers, chauffeur-driven services and related services.

2.4. Booking / Reservation - a firm request for one or more services, made through the platform, by phone, via SMS / WhatsApp or by email.

2.5. Booking Confirmation - the message by which the Provider confirms the Booking, sent to the Beneficiary in writing (email/WhatsApp/SMS/in the platform). Only the Booking Confirmation creates binding obligations.

2.6. Availability Confirmation – the confirmation sent by the Provider via email, SMS, WhatsApp or other means of communication confirming the availability to perform the requested Service.

2.7. Payment instructions - the message sent by the Provider by email, containing the details required to make the bank transfer: the beneficiary, the bank, the IBAN, the amount and currency, as well as the payment reference that must be included in the transfer details.

2.8. Pickup date and time - the date and time indicated in the Booking Confirmation when the vehicle must be present at the pickup location.

2.9. Waiting time - the additional time exceeding the included free waiting period, calculated in accordance with Art. 8.

2.10. No-Show - the situation in which the passenger/the persons designated by the Beneficiary do not appear at the meeting/pickup point, cannot be contacted or identified in due time, or the Beneficiary fails to provide the minimum conditions for pickup (correct address, access, valid contact), while the Provider was present / available in accordance with the Booking Confirmation.

2.11. Vehicle up to 9 seats - sedan/minivan (Standard/Premium) and any vehicle with a maximum of 9 seats including.

2.12. Vehicle over 9 seats - minibus/coach.

2.13. Driver - the authorized driver performing the transport service.

2.14. Main passenger the person designated as the contact person for a Booking, who travels alone or together with other passengers and is responsible for communication with the Provider/Driver, as well as for informing the other passengers about the trip details (including the meeting point, pickup date and time and other instructions).

2.15. The Parties - the Provider and the Beneficiary of the services, collectively referred to as the “Parties”.

3. Scope of Services

3.1. The Provider offers private passenger transport services on demand, available based on prior reservation and confirmation, including but not limited to:

  1. point-to-point transfers (airport, railway station, port, hotel, other addresses);
  2. intercity transfers, domestic and international;
  3. car hire with driver by the hour/day (hourly service);
  4. related services (assistance, coordination, operational support).

3.2. The Provider may perform the services using its own vehicles and/or through subcontractors, in accordance with Art. 11.

4. Reservation, Confirmation and Modification of Services

4.1. Reservations may be made through:

  1. the platform;
  2. phone / SMS / WhatsApp;
  3. email;
  4. dedicated partner platforms.

4.2. In the case of last-minute bookings with online payment, if the Provider confirms availability for the service, the Beneficiary will receive an availability confirmation email or message containing a payment link or button to complete the booking. The booking is considered confirmed only after the payment is completed. If the payment is not completed, the booking will not be considered confirmed. If the payment is made later than 15 minutes after the availability confirmation was sent and the service is no longer available, the booking may be cancelled and the amount paid will be refunded.

4.3. For bookings made through the platform, payment by bank transfer may only be selected if the Pickup date and time are at least 6 days away. The Beneficiary will receive the Payment Instructions, and the Booking will only be confirmed once the full amount has been received in the Provider’s account. Booking Confirmation will be sent after payment has been received. Until the Booking is confirmed, availability is not guaranteed, and the Provider may cancel an unpaid Booking if the amount is not received or if the service can no longer be provided due to lack of availability.

4.4. A Booking may cover several Services, such as a return trip or several trips requested together, each with its own Pickup date and time. The Services covered by a Booking may be paid through a single payment covering the total amount, in which case a single invoice is issued. If any of the Services requires an Availability Confirmation, this applies to the entire Booking.

4.5. A reservation is considered confirmed only after receiving the Booking Confirmation from the Provider.

4.6. The Booking Confirmation should generally include: the pickup date, pickup time, pickup location, destination, vehicle category, name of the main passenger, passenger contact details and the applicable fare. If an Availability Confirmation has been sent previously, these details may be included therein.

4.7. The Beneficiary is responsible for the accuracy and authorized nature of the requests submitted on its behalf.

4.8. The Provider may reasonably request additional confirmations in the case of unusual orders (large volume, high value, urgent requests).

4.9. Modifications (time, location, destination, number of passengers, vehicle category, additional stops) are accepted subject to availability. If the modification requires additional resources (including additional distance, waiting time or additional service time), the Provider will communicate the updated fare based on the requested changes and the additional resources required, where applicable.

4.10. The Beneficiary acknowledges that certain last-minute changes may make it impossible to perform the service under optimal conditions, in which case the Provider may refuse the modification or may consider the trip a No-show, in accordance with Art. 10.

4.11. The following may require an Availability Confirmation before being accepted: Bookings submitted less than 36 hours before the Pickup date and time, referred to as “last-minute orders”, Bookings for dates or vehicle categories with limited availability, as well as those involving journeys outside the usual area of operation. These may be accepted only subject to the Provider’s availability.

4.12. If operational availability does not allow the service to be performed safely and at the required quality standards, the Provider may refuse the Booking. In such cases, the Provider will make reasonable efforts to identify an alternative (available vehicle, different time slot or subcontracting), without guaranteeing its availability. The refusal and/or the proposed alternative will be communicated to the Beneficiary in writing.

4.13. In situations of high Reservation volume, the Provider reserves the right to temporarily limit or suspend the acceptance of Reservations if it considers that the volume exceeds the available operational capacity.

4.14. A request for more than 6 vehicles for the same time interval (± 2 hours) is considered “high volume” (by way of example). In such cases, the Provider may confirm, reschedule or cancel the affected Bookings, informing the Beneficiary in writing and refunding their value in the case of advance payments.

4.15. For high-volume Bookings, requests must be submitted exclusively in writing (email/WhatsApp/SMS), and the Provider’s confirmation will also be communicated in writing. High-volume Bookings cannot be placed through the platform unless the Parties agree otherwise in writing.

5. Prices, Taxes and Included Costs

5.1. The service prices are those displayed on the platform at the time the reservation is made or those communicated in writing by the Provider (via email, SMS, WhatsApp or other means of communication).

5.2. For certain additional services or special situations, extra charges may apply, such as waiting fees, intermediate stops, extra services or other operational costs, in accordance with the prices indicated in these Terms and Conditions or communicated to the Client before confirming the service.

5.3. Prices are determined based on:

5.4. The displayed or communicated prices include VAT, as well as road tolls, parking, ferry fees, toll charges, access fees and other usual costs necessary for the execution of the service.

5.5. Waiting time exceeding the free period is charged in accordance with Art. 8 and the prices indicated in these Terms and Conditions, in increments of 1 (one) hour, as follows: immediately after the free waiting period expires, 1 (one) full hour is charged, and any time exceeding the already charged hour will be billed by adding a new full hour.

5.6. For long-distance trips and/or services carried out over several days, the driver's accommodation costs and daily allowance are not included in the prices displayed on the platform. These costs will be included in the total price of the trip / service and communicated to the Beneficiary in advance whenever possible.

5.7. The price communicated at the time of reservation confirmation is final, except in situations where the Beneficiary modifies the initial details or in cases of communication or display errors.

5.8. Waiting rates:

Vehicle category Hourly rate
Standard Sedan 25 EUR
Premium Sedan 30 EUR
Standard Minivan 35 EUR
Premium Minivan 40 EUR

5.9. Extra services rates:

Service Fixed rate
Child seat 12 EUR
Booster seat 6 EUR

6. Provider’s Obligations

6.1. to ensure that the confirmed vehicle(s) arrive at the pickup location at the Pickup date and time specified in the Booking Confirmation;

6.2. to ensure that the vehicles used are in proper technical condition, clean and suitable for the provision of the service;

6.3. to ensure that the services are performed by qualified, authorized drivers with professional and courteous conduct;

6.4. to make reasonable efforts to remedy as quickly as possible any technical or operational issues that may arise, including, where possible, by replacing the vehicle, without compromising passenger safety;

6.5. to ensure that the services are performed in accordance with the applicable legislation and the legal requirements necessary for carrying out the transport;

6.6. to maintain confidentiality and protect the personal data processed in the execution of the Service, in accordance with Art. 20-21.

7. Beneficiary’s Obligations

7.1. to submit Bookings and all information necessary for the provision of the services in a complete and accurate manner (including pickup/destination location, Pickup date and time, number of passengers, vehicle category, and any relevant access or meeting details);

7.2. to designate a Main passenger for each Booking and ensure that this person can be contacted and cooperates with the Provider / Driver for the proper execution of the trip;

7.3. to ensure that passengers comply with the rules of conduct and safety set out in Art. 14, and to inform passengers about the meeting point, the pickup date and time, as well as any instructions communicated by the Provider regarding the performance of the service.

7.4. to order a vehicle category appropriate to the number of passengers and luggage volume and to bear the consequences of an incorrect booking, in accordance with these Terms and Conditions;

7.5. to take into account, when setting the schedule of trips performed with Vehicles over 9 seats, the legal driving times and rest periods applicable to drivers, including with regard to the estimated time of arrival at the destination. If the requested schedule does not allow these to be observed, the Provider will communicate the necessary adjustments, such as changing the departure time, introducing additional stops or assigning an additional driver, or may decline the Booking;

7.6. to pay the value of the services provided within the timeframe and conditions set out in Art. 18;

7.7. to communicate any cancellation or modification of Bookings in due time, in accordance with the conditions set out in these Terms and Conditions.

8. Waiting Time and Hourly Service

8.1. For pickups from locations other than airport/port/railway station, the Beneficiary benefits from a free waiting period of 15 (fifteen) minutes from the Pickup date and time.

8.2. After the free period expires, an hourly waiting fee applies depending on the vehicle category, in accordance with Art. 5.8.

8.3. Continuing to wait after the free period expires is subject to operational availability. If availability does not allow it, the Provider may leave the location and the situation will be considered a No-Show and billed in accordance with Art. 10.

8.4. For pickups from airport/port/railway station, the Provider grants 1 hour of free waiting time from the official arrival time (landing/docking/train arrival). After this interval, the hourly waiting fee applies in accordance with Art. 5.8.

8.5. In case of delays of aircraft/ship/train, the free waiting period starts from the official arrival time (landing/docking/train arrival), regardless of the originally estimated time, without generating additional costs during this interval.

8.6. The hourly service (car hire with driver by the hour/day) may be booked for a minimum duration of 4 (four) hours and will be billed according to this minimum duration.

9. Vehicle Category, Capacity and Upgrade

9.1. The Beneficiary selects/specifies the vehicle category (Standard/Premium) and/or type within the Booking.

9.2. For bookings in the Standard category, the Provider may offer, subject to availability, a free upgrade to a higher category (Premium), without any obligation to permanently provide upgrades and without changing the price.

9.3. If the Beneficiary expressly requests the Premium category, the Provider will allocate exclusively a Premium category vehicle (within confirmed availability).

9.4. Vehicle categories, model examples and minimum features:

Vehicle category Model examples Minimum features
Standard Sedan Opel Insignia / Volkswagen Passat / Ford Mondeo
(or similar)		 air conditioning, fabric interior, variable color
Premium Sedan Mercedes E-Class / Skoda Superb / Tesla Model 3/Y
(or similar)		 leather interior, comfort seats, black color
Standard Minivan Mercedes Vito / Ford Tourneo / Opel Vivaro
(or similar)		 air conditioning, extended luggage space, variable color
Premium Minivan Mercedes V-Class
(or similar)		 leather interior, comfort seats, black color

9.5. Vehicle categories are determined by the comfort class, available space and vehicle equipment.

9.6. Maximum vehicle capacity:

Category Passengers Checked luggage Hand luggage
Standard Sedan 3 adults 3 suitcases
(65 x 45 x 25 cm)		 3 backpacks
(45 x 30 x 15 cm)
Premium Sedan 3 adults 3 suitcases
(65 x 45 x 25 cm)		 3 backpacks
(45 x 30 x 15 cm)
Standard Minivan 8 adults 8 suitcases
(70 x 45 x 30 cm)		 8 backpacks
(45 x 30 x 15 cm)
Premium Minivan 6 adults 6 suitcases
(65 x 45 x 25 cm)		 6 backpacks
(45 x 30 x 15 cm)

10. Cancellation, No-Show and Applicable Fees

10.1. Free cancellation:

  1. trips up to and including 30 km (vehicles up to 9 seats): at least 12 hours before pickup;
  2. trips over 30 km (vehicles up to 9 seats): at least 24 hours before pickup;
  3. vehicles over 9 seats (minibus/coach): at least 7 days before pickup.

10.2. The free cancellation deadlines set out in art. 10.1 are calculated individually for each Service covered by the Booking, according to Romanian local time, by reference to its own Pickup date and time.

10.3. In the event of cancellation below the above deadlines, the Beneficiary owes 100% of the confirmed service price.

10.4. In the event of a No-Show, the Beneficiary owes 100% of the confirmed service price.

10.5. If the Provider does not arrive at the confirmed Pickup date and time and does not provide a replacement vehicle within 15 (fifteen) minutes, the service will be considered not performed and will not be charged. If the Booking value has been paid in advance, it will be fully refunded.

10.6. Any cancellation/modification is considered valid only if it is transmitted and confirmed in writing (email/WhatsApp/SMS/platform).

10.7. Amounts eligible for a refund under these Terms and Conditions are returned using the same method by which the payment was made. For online card payments, the term is 5 to 10 business days, depending on the issuing bank and the payment processor’s policy. For bank transfer payments, the amount is returned to the account from which the payment was made, within a maximum of 10 business days.

10.8. If the payment is not received by the first Pickup date and time relating to the Services covered by that payment, the Provider is no longer obliged to perform those Services. Any amount received after that moment or after the Booking has been cancelled is refunded in full to the Beneficiary.

10.9. The Services offered by the Provider are passenger transport services. Under Article 3 paragraph (3) letter j) of Romanian Government Emergency Ordinance no. 34/2014, contracts for the provision of passenger transport services do not benefit from the general 14-day right of withdrawal provided for distance contracts. The cancellation of Bookings is carried out exclusively under the conditions and time limits set out in this article.

11. Subcontracting

11.1. The Provider has the right to subcontract, in whole or in part, the execution of the services to authorized transport operators, especially in situations of high volume, fleet unavailability, requests for vehicles over 9 seats (minibuses/coaches) or other special requirements.

11.2. The Provider remains responsible towards the Beneficiary for the performance of the services, including when subcontractors are used.

11.3. The Provider will conclude contracts/agreements with subcontractors under conditions at least equivalent to those set out in these Terms and Conditions, without creating a direct legal relationship between the Beneficiary and the subcontractor, unless the Parties agree otherwise in writing.

12. Luggage, Passengers and Transport Conditions

12.1. The Beneficiary is responsible for selecting/ordering a vehicle category suitable for the number of passengers and the volume of luggage.

12.2. The maximum passenger and luggage capacity varies depending on the vehicle category and its configuration. Details regarding the indicative capacity for each vehicle category are provided in Art. 9.6.

12.3. Backpacks, handbags or similar items may be transported in the passenger compartment, held by passengers or placed at their feet, only if they are not equipped with wheels and are not made of hard/rigid materials.

12.4. Bulky luggage is accepted only if the correct vehicle category has been ordered.

12.5. If passengers arrive with luggage exceeding the vehicle capacity, the situation will be considered an incorrect booking. Subject to availability, the Provider may:

  1. send a larger vehicle, with the fare recalculated; or
  2. transport only the luggage/passengers that can be safely accommodated, while the remaining passengers/luggage may be collected by an additional vehicle if the Provider can arrange this subject to availability. If the Provider cannot provide an additional vehicle, the Beneficiary and/or passengers will arrange transport at their own responsibility and expense.

12.6. The Provider may refuse to transport dangerous/illegal luggage or luggage that may endanger the safety of passengers or the vehicle.

13. Children, Child Seats and Animals

13.1. Children are accepted for transport. The Beneficiary/passengers are responsible for complying with the legal obligations regarding the use of child safety systems.

13.2. Upon request, the Provider may provide a child seat/booster seat, subject to availability, for an additional fee, in accordance with the rates set out in Art. 5.9.

13.3. Pets are not accepted, except for guide/assistance dogs accompanying persons with disabilities.

14. Conduct Rules, Safety and the Right to Terminate the Trip

14.1. In the Provider’s vehicles the following are prohibited: smoking, alcohol consumption, aggressive behavior, the use of offensive language towards the driver or other persons, as well as any conduct that may endanger safety.

14.2. Food consumption in the vehicle is not permitted, except in situations approved by the driver/Provider (e.g., bottled water), in order to protect hygiene conditions and the vehicle.

14.3. If passengers fail to comply with safety and conduct rules, or if there is a real risk to the safety or integrity of the driver/vehicle/passengers, the Provider (through the driver) has the right to terminate the trip and request that passengers leave the vehicle at a safe location.

14.4. In the situations provided under para. 14.3, the full fare remains payable without refund, and the Beneficiary is liable for any damages.

15. Damages, Cleaning and Liability

15.1. The Beneficiary is responsible for any damage caused to the vehicle by its passengers (destruction, severe soiling, deterioration), according to the costs communicated by an authorized dealer/service center and/or supporting documents.

15.2. The Provider will communicate the identified damage to the Beneficiary and will attach, where applicable, photographs, driver reports, repair estimates/invoices or professional cleaning invoices issued by an authorized service center or dealer, as well as any other supporting documents necessary to establish the value of the damage.

16. Complaints

16.1. Any complaint regarding the services provided must be submitted in writing within 48 (forty-eight) hours from the completion of the trip, including a description of the situation and any available evidence.

16.2. The Provider will review the complaint and respond within 5 (five) business days.

17. Liability, Limitations and Force Majeure

17.1. The Provider makes all reasonable efforts to perform the services on time, but shall not be liable for delays caused by: traffic, accidents, weather conditions, road closures, inspections by authorities, external events or other circumstances beyond its control.

17.2. The Provider shall not be liable for indirect losses (loss of profit, loss of opportunity, etc.).

Force majeure releases the Parties from liability for the duration of its occurrence, in accordance with the law.

18. Invoicing, Payment and Suspension of Services

18.1. For bookings made through the platform and paid in advance (online payment), the invoice is automatically issued after the payment is completed and is sent to the Beneficiary electronically. The Beneficiary is responsible for the accuracy of the data entered in the platform for invoice generation.

18.2. For bookings made through other communication channels (phone, email, WhatsApp or other similar channels), the payment term is the one indicated on the issued invoice, unless otherwise expressly agreed between the Parties or through a separate contract.

18.3. Service prices are expressed in EUR. For online card payments, the payment is processed and the invoice is issued exclusively in RON. For bank transfer payments, the payment is made and the invoice is issued in RON for Beneficiaries residing in Romania and in EUR for Beneficiaries residing outside Romania. Whenever conversion between EUR and RON is required, it is made at the exchange rate of the National Bank of Romania (BNR) applicable on the date of the Booking.

18.4. The amount and currency stated in the Payment Instructions are final and do not change with exchange rate movements up to the date the payment is received.

18.5. Payment for services may be made:

  1. online, by bank card, through the payment processor used by the Provider (Stripe);
  2. by bank transfer, to the account and in the currency indicated in the Payment Instructions or on the issued invoice, stating the communicated payment reference in the transfer details;
  3. in cash, only if this is expressly mentioned in the booking confirmation;
  4. by other methods communicated by the Provider.

18.6. In the event of late payment, the Beneficiary owes penalties of 0.1% (zero point one percent) per day of delay, calculated on the outstanding amount, until full payment is made, as well as any reasonable recovery costs.

18.7. In the event of non-payment of due invoices, the Provider has the right to suspend the provision of services until all outstanding amounts are fully paid.

19. Refusal or Termination of Service Provision

19.1. The Provider reserves the right to refuse, suspend or terminate the provision of services in the following situations:

  1. providing incorrect or incomplete information when making the reservation;
  2. non-payment of the services according to the agreed payment terms;
  3. abusive, dangerous or illegal behavior by the Beneficiary or passengers;
  4. situations in which the performance of the service becomes impossible due to reasons beyond the Provider’s control.

19.2. In the situations described in para. 19.1, the Provider may cancel the reservation(s) or terminate the service without being liable for any indirect damages.

20. Confidentiality

20.1. The Provider undertakes to maintain the confidentiality of the information obtained in connection with the reservations made and the provision of the services, respecting the discretion of the Beneficiary and the passengers.

20.2. Confidential information includes, without limitation: prices and commercial conditions, routes, trip schedules, passenger identity, contact details, pickup and destination locations, as well as any information or discussions heard in the vehicle or communicated by the Beneficiary or passengers (including professional, work-related, internal or strategic information).

20.3. The Provider shall not disclose confidential information to third parties and shall not use it for any purpose other than the provision of the services, except where disclosure is required by law or by a competent authority or is necessary for the execution of the service.

20.4. The Provider shall ensure that its personnel and collaborators are properly instructed regarding confidentiality obligations and will impose appropriate confidentiality obligations upon them. Breaches of confidentiality by the Provider’s personnel or collaborators may result in disciplinary, contractual or legal liability, as applicable.

20.5. The confidentiality obligations set out in these Terms and Conditions remain applicable even after the termination of the provision of the services.

21. Personal Data Protection

21.1. The Provider processes personal data in accordance with the applicable data protection legislation, including Regulation (EU) 2016/679 (GDPR).

21.2. Details regarding the categories of data processed, the purposes of processing, the legal bases, the storage period and the rights of data subjects are described in the Privacy Policy available on the website.

21.3. By using the services, the platform and by making a reservation, the Beneficiary confirms that they have read and acknowledged the Privacy Policy.

22. Governing Law and Dispute Resolution

22.1. These Terms and Conditions are governed by Romanian law.

22.2. The Parties will attempt to resolve any dispute amicably within 15 (fifteen) days from the written notification.

22.3. If an amicable resolution is not possible, disputes will be settled by the competent courts of Bucharest, Romania.

23. Use of the Platform

23.1. The platform may be used exclusively for information purposes and for making reservations for services offered by ALSTA.

23.2. Users undertake to use the platform legally, in good faith and without infringing the rights of ALSTA or those of other persons.

23.3. The use of the platform for purposes including, but not limited to, the following is prohibited:

  1. transmitting false or misleading information;
  2. making fictitious or fraudulent reservations;
  3. attempting unauthorized access to the platform systems or to the data of other users;
  4. using automated scripts or other methods to extract content from the website without ALSTA’s consent;
  5. any use that may affect the normal functioning of the platform.

23.4. ALSTA makes reasonable efforts to ensure the proper functioning of the platform; however, it does not guarantee uninterrupted operation or the absence of technical errors.

23.5. Technical errors, editorial errors or display errors may occur that may affect the information presented on the website, including the calculation or display of prices.

23.6. If a reservation has been made based on an obvious display or price calculation error, ALSTA reserves the right to correct the price or cancel the reservation, notifying the Beneficiary as soon as possible. In case of cancellation, any amounts paid in advance will be fully refunded.

24. Intellectual Property

24.1. All content of the platform, as well as any materials, documents or information provided by ALSTA in electronic or physical format (including, but not limited to: texts, images, logos, graphic elements, software, databases, commercial documents, offers, price lists or presentation materials) are the property of ALSTA or are used with the permission of the rights holders.

24.2. Copying, reproducing, distributing, publishing, transmitting, modifying or using these materials, in whole or in part, without the prior written consent of ALSTA is prohibited.

24.3. Unauthorized use of the platform, its content or materials belonging to ALSTA may result in civil or criminal liability, in accordance with the applicable legislation.

25. Final Provisions

25.1. This document sets out the terms and conditions governing the use of the website and the services offered by ALSTA.

25.2. The use of the website, as well as making a reservation through the platform or through other communication channels used by ALSTA (phone, email, WhatsApp or other similar channels), implies acceptance of these Terms and Conditions, unless otherwise expressly agreed between the Parties through a separate written contract or agreement.

25.3. ALSTA reserves the right to modify these Terms and Conditions at any time without prior notice. The updated version will be published on the website and will take effect from the date of publication.

25.4. If any provision of these Terms and Conditions becomes null or unenforceable, the remaining provisions shall remain valid and applicable.

This document is a translation of the Romanian version of the Terms and Conditions. In the event of any discrepancies, interpretation issues or inconsistencies between the English and Romanian versions, the Romanian version shall prevail.