Payment & Refund Policies

PAYMENT & REFUND POLICIES

Last updated: 24/09/2025

These Payment & Refund Policies contain important information about participating in a Mate trip or experience and using the services provided by Mate Global LLC ("MATE", "we", "us"). By booking a Trip or using our services, you ("Participant") agree to these policies in addition to the Mate Terms & Conditions.

BOOKING AND DEPOSITS

Reserve Your Spot

• To secure your place on a MATE Trip, a €300 deposit is required at the time of booking.
• The deposit is non-refundable, except as provided below.
• If you cancel your booking, 50% of the deposit is always retained by MATE.
• If MATE cancels a Trip because the minimum number of participants has not been reached, you will receive a full refund (including deposit) or the option to apply the entire amount as credit toward another Trip.
• A Trip is considered "confirmed" once the minimum of 5 participants (unless otherwise specified on the Trip page) has been reached and MATE has officially communicated the confirmation to Participants.

PAYMENTS

Standard Payment Timeline

After paying your deposit, the remaining balance must be paid no later than 45 days before the Trip start date.

Bookings Within 45 Days of Trip Start

If your Trip is confirmed within 45 days of departure, the full trip amount (deposit + balance) is due at the time of booking.

Payment Methods

We accept:

• Credit/Debit Cards (processed via our booking platform or payment gateway; standard processing surcharge may apply)
• Wise (international transfer)
• US/EU Bank Transfer
• Other listed options on the Trip checkout page

Card/banking surcharges charged by payment processors are non-refundable.

Late Payments

If you miss a payment deadline, a 5% late fee may apply. Failure to complete payment may result in cancellation of your booking under the applicable cancellation terms.

REFUNDS & CANCELLATIONS

24-Hour Grace Period (Full Refund)

• You may cancel within 24 hours of booking for a full refund if your Trip start date is more than 45 days away.
• For bookings made within 45 days of the Trip start date, you still have 24 hours to cancel for a full refund.
• Card/bank surcharges are non-refundable.

No Statutory Withdrawal Right

In accordance with Article 16 of the EU Consumer Rights Directive, bookings for travel, accommodation, and leisure services with fixed dates are exempt from the statutory 14-day withdrawal right. By confirming your booking, you acknowledge that you do not have a right to withdraw within 14 days.

If YOU Cancel

More than 60 days before Trip start:

• 90% refund of total payments (minus 50% of the deposit), or
• 100% credit for a future Trip (minus 50% of the deposit).

Between 45–60 days before Trip start:

• 50% refund of total payments (minus 50% of the deposit), or
• 100% credit for a future Trip (minus 50% of the deposit).

Within 0–45 days before Trip start:

• No refund, no credit.

If MATE Cancels

Before confirmation (minimum not reached):

• You receive a full refund of all money paid, including deposit, or
• Option to apply the entire amount as credit toward another Trip.

After confirmation (Trip already confirmed):

• If canceled due to external events (e.g., natural disasters, pandemics, government restrictions, or safety concerns), participants must rely on their personal travel insurance to cover losses.
• MATE is not obligated to issue refunds in these cases.
• If possible, and only to the extent that MATE can recover costs from its service providers, MATE may choose to offer a partial refund or credit, but this is not guaranteed.

No-Show Policy

No-shows are not eligible for refunds or credits.

SPECIAL CIRCUMSTANCES

Extreme Situations (Within 45 Days of Trip)

In the event of:

• Natural disasters
• Government travel restrictions
• Pandemics or comparable public health emergencies

MATE may, at its sole discretion, offer partial refunds or Trip credits. However, Participants are expected to rely primarily on their personal travel insurance to cover such situations.

Travel Insurance (Mandatory)

All Participants must provide proof of valid travel insurance no later than 30 days before the Trip. Insurance must include:

• Trip cancellation & interruption
• Medical expenses & emergencies
• Emergency evacuation & repatriation

Failure to provide proof may result in cancellation without refund according to this policy.

CHANGES TO YOUR BOOKING

Before 45 Days from Trip Start

• You may upgrade your room (if available) — only the price difference applies.
• You may switch to another available Trip (subject to approval). Payments already made will be transferred to the new Trip. If the new Trip costs more, you'll need to cover the difference.

Within 45 Days from Trip Start

• You may still upgrade your room (if available) — only the price difference applies.
• No other changes are allowed: you cannot transfer to another Trip, change dates, or transfer your spot to another person.

BOOKING AS A COUPLE

Couples must book separately and follow these steps:

• First participant books at full price.
• Second participant pays an amount confirmed by MATE, which depends on the Trip. Normally, this is calculated as an additional 30% of the Trip price, but may vary depending on destination and accommodation setup.

Important:

• The second participant's cost is confirmed by MATE at the time of booking.
• The additional payment covers the accommodation portion of the price.
• For included weekly activities and weekend excursions, the second participant pays 100% of the cost.
• This structure applies only to private room bookings where two people share the same private room.

OTHER POLICIES

Unused Services

No refunds or credits for any unused portion of the Trip.

Add-Ons

Optional add-ons (e.g., extra excursions, activities, upgrades) are non-refundable unless MATE states otherwise in writing.

CONTACT

Questions about payments or refunds?

• Email: info@matecoliving.com
• Website: matecoliving.com