FAQ

What is VETLIVA?

VETLIVA is the online booking system of touristic, sanatorium-resort and transfer services in Belarus. These services are available for booking 24/7, and you may choose any available way of payment.

How to book the sanatorium, hotel and other accommodation?

  1. In the search module choose the date when you plan you stay in the sanatorium, hotel or other accommodation facility.

  2. Choose number of persons (adults and children). Click to search.

  3. Choose the object you prefer from the list and click on it. You could use additional filters, which are located to the left and selected to quick search of suitable property according to the options you need.

  4. IMPORTANT: Pay attention to the selected nationality in the appropriate field, because the cost of services for citizens of different countries may vary and is determined by the service provider.

  5. To order you need to choose a room category and click on the "Book now" button. You could also return to the selection of additional services and add them to your cart.

  6. After choosing sides, fill in personal details, read the public offer and click on the "Booking" button.

  7. Next you may choose one of five payment method – credit card, through the system "Raschet" (the latter available only on the territory of the Republic of Belarus), payment against invoice, in the company's offices and upon arrival.

How to book an excursion/tour?

  1. Choose the date when you plan to go on an excurcion/tour.

  2. Choose number of persons (adults and children). Click to search.

  3. Choose the excursion/tour you prefer from the list and click on it. You could use additional filters, which are located to the left and selected to quick search of suitable excursion/tour according to the options you need.

  4. To order you need to choose a room category and click on the "Book now" button. You could also return to the selection of additional services and add them to your cart.

  5. After choosing sides, fill in personal details, read the public offer and click on the "Booking" button.

  6. Next you may choose one of the five payment method – credit card, through the system "Raschet" (the latter available only on the territory of the Republic of Belarus), payment against invoice, in the company's offices and upon arrival.

How to book transfer?

  1. Choose the point of departure and arrival, dates and number of passengers. Click to search.

  2. Choose the offer you prefer from the list and click "Book now".

  3. Fill in personal details and specify details of flight, train, bus or the exact address of departure, as well as your contacts, read the public offer  and click on the "Booking" button.

  4. Next you may choose one of the five payment method – credit card, through the system "Raschet" (the latter available only on the territory of the Republic of Belarus), payment against invoice, in the company's offices and upon arrival.

How do I know if my reservation is confirmed?

After booking, your will receive a notification e-mail that confirms you successful reservation. The e-mail contains all the essential details of your order and indicate the amount to be paid. If you don`t find e-mail, check your Spam folder and contact customer support by e-mail support@vetliva.com.

How to change booking date after I received a booking confirmation?

Changing the booking date is possible only by making new reservation and canceling the previous one.

How to pay for booked services?

There are five methods of payment on portal VETLIVA at that moment - credit card, through the system "Raschet", payment against invoice, in the company's offices and upon arrival.

1. Payment by credit card

To make a payment, you should:

  1. Choose the payment method "Card payment", making sure that your credit card is suitable for online payments. Only VISA and Master Card credit cards are acceptable for payment on VETLIVA booking system.

  2. Click the button "PAY" after that you will be readdressed to the page of the payment service provider "ASSIST".

  3. Enter your credit card details on a secure gateway of the payment service provider "ASSIST".

  4. After entering all required data, check the entered information and complete the payment by clicking "PAY". There are 20 minutes to enter your card details and pay the order. In case of exceeding the specific time, your order will be cancelled.

  5. After clicking "PAY" your card is authorized and the payment is verified by bank.

  6. Please note that your credit card could be protected by the additional security check for online payments. In this case, you will be prompted to introduce 3-D Secure code provided by the card-issuing bank.

  7. After completing the payment you will see a pop-up window with the following words – Your order is confirmed.

  8. After completing the payment you will receive a notification e-mail about your payment (transfer of funds to the payee's account). In case of successful payment the order is accepted. In case of failure you could: make another attempt to pay, but not earlier than 20 minutes; ask for explanations to the card-issuing bank.

  9. You could track the status of your booked travel services in the personal Cabinet.

2. Payment through the system "Raschet" (AIS SSIS)

System "Raschet" – Automated Information System of Single Settlement and Information Space (AIS SSIS) was established by the National Bank of the Republic of Belarus in order to facilitate the organization of reception of payments from persons or entities. Website -www.raschet.by, contact center phone - 141. You can pay using cash and credit cards in any suitable banking outlets (banks, ATMs, info terminals), as well as through the tools of remote banking services (Internet banking, mobile banking, electronic money).

To make a payment, you should:

  1. Choose the payment method "Raschet".

  2. Click the button "PAY" after that you will be readdressed to the page of the payment service provider "ASSIST", where  your order number will be formed for payment in the SSIS.

  3. You can pay using cash and credit cards in any suitable banking outlets (banks, ATMs, info terminals), as well as through the tools of remote banking services (Internet banking, mobile banking, electronic money).

  4. Select system "Raschet" (SSIS) – Tourism and Recreation – Travel agents, tour operators – "CENTREKURORT" – Travel services on VETLIVA.

  5. To pay for "Product/service" enter the order number, which consists of 8 digits.

  6. IMPORTANT: the order number in the notification e-mail does not match with the order number in the system " Raschet " (SSIS). Required 8-digit number is formed on the page of the payment service provider "ASSIST" (refer to para. 2).

  7. After completing the payment you will receive a notification e-mail about your payment (transfer of funds to the payee's account). In case of successful payment the order is accepted.

  8. You could track the status of your booked travel services in your account.

3. Payment against invoice

To make a payment, you should:

  1. Choose the payment method "Invoice".

  2. Download, print and submit the invoice to the Bank for payment.

4. Payment at the company's offices

You can also pay for your booked services at the company's offices in Belarus and in Moscow, just note you wish when booking. The addresses of the offices you could find here.

5. Payment upon arrival

The VETLIVA portal has a number of partners who accept guests without prepayment. These partners are marked as Available for payment on the spot. This means that after booking an object or service and selecting this method of payment, you will receive Booking form by e-mail, according to which you will make payment on the spot.

Can I pay for booked services upon arrival?

Yes, the portal VETLIVA has a number of partners who accept guests without prepayment. These partners are marked as Available for payment on the spot. This means that after booking an object or service and selecting this method of payment, you will receive Booking form by e-mail, according to which you will make payment on the spot.

When is payment deadline for booked services?

All booked services are able for payment in your account within 24 hours of making the booking. If there are less than 24 hours left before booked service, payment is due within 3 hours. The exact time of the reservation specified in the notification e-mail.

What fees are included and not included in the price?

VETLIVA does not charge any fees for booking. Additional fees are set by the service providers and specify on the page with the description of the resort, hotel, accommodation or excursion /tour in sections The price does not include and Additional information. Please note, some resorts are charge a resort fee, payment of which is performed upon arrival.

What should I get after payment for booked services?

After payment for booked services your will receive a notification e-mail that confirms you successful payment. The e-mail contains all the essential details of your order and a booking form which you should print and show to the service provider on demand. A booking form is also available for download in your account on the portal VETLIVA.

I have paid for the booked services, but did not receive the booking form. What should I do?

If you did not receive notification e-mail within 20 minutes after the payment or there are inaccuracies in e-mail and/or in booking form, please contact with customer service by e-mail support@vetliva.com. We also recommend to check the "Spam" folder.

Can I cancel a booking?

When booking services on the website vetliva.ru (vetliva.com, vetliva.by), please note the cancellation policy on the page with the description of the resort, hotel, other accommodations or excursion/tour. There are certain booking cancellation fees.
  1. If the order is not paid, you can cancel it in your account. To cancel an order please go to the "Order list" and click "Cancel".
  2. If the order is paid, you should cancel it in your account and send an application for refund to the customer service by e-mail support@vetliva.com.
The order is canceled after awarding of status "Cancelled" in your account and sending notification e-mail.

How and when I will receive the money for the cancelled services?

1. Refund when you pay by credit card

After sending an application, the refund will be made on a credit card. The transfer of funds is made within 3 -7 working days.

2. Refund payment through the system "Raschet" (SSIS)

After sending the application, the refund will be credited to the credit card or you bank account.

3. Refund payment at the company's offices


After sending the application, the refund will be credited to the credit card or cash, depending on method of payment.


In case of booking cancellation fees, the refund is made less these fees. In all other cases, the refund is made less banking and the payment service provider fees for the transfer.



Can not find the answer to your question? Contact us by e-mail support@vetliva.com.