Mati Trip Terms of Service

• “Booking” means a reservation for accommodation or a related service requested through the Platform.
• “Booking Request” means your submitted request for a Booking, before it is accepted by the Property.
• “Confirmed Booking” means a Booking Request that the Property has accepted and for which you have received a confirmation and a booking ID.
• “Property” means the third-party accommodation provider that owns, controls or operates the stay you book, and includes its owner, manager and staff.
• “Property Terms” means the rate plan inclusions, occupancy limits, check-in / check-out times, house rules, guest-eligibility rules, and cancellation and refund policy set by a Property and displayed on the Platform for a given room and date.
• “Total Amount” / “Payable Amount” means the final price shown on the review screen for a Booking, inclusive of applicable taxes and fees and net of any applied discount.

To use the Platform and make a Booking, you represent and warrant that you:

• are at least 18 years of age and competent to enter into a binding contract under the Indian Contract Act, 1872;
• are booking for yourself or for other named guests on whose behalf you are authorised to accept these Terms and the applicable Property Terms;
• will provide true, current and complete information, and will not use another person’s identity, contact details or payment instrument without authorisation;
• are not barred from receiving services under any applicable law, and are not on any sanctions or prohibited-persons list.

Bookings involving minors must include at least one accompanying adult guest. We may refuse, restrict or cancel any Booking, or suspend any account, where we reasonably believe these requirements are not met.

Some features require an account. You are responsible for maintaining the confidentiality of your login credentials and one-time passwords, and for all activity that occurs under your account. Notify us immediately at support@matiwon.com of any unauthorised use. We may suspend, restrict or terminate an account, cancel associated Bookings without refund of non-refundable amounts, and decline future service, if we detect fraud, payment abuse, chargeback abuse, multiple accounts created to exploit offers, misuse of the Platform, or breach of these Terms.

Mati Trip is a technology platform and booking intermediary. We display Property listings, rates, availability, images, amenities, policies and other information as made available to us by the Property or its representatives, and we facilitate the Booking Request, the payment record and communication between you and the Property.

The contract for the accommodation and any on-site services is formed directly between you and the Property. Mati Trip is not a party to that contract, is not the owner, operator, lessor or agent of the Property, and does not own, control, manage, inspect, licence or supervise any Property, its rooms, facilities or staff. The Property is solely responsible for the accuracy of its listing, the condition, safety, legality and quality of the stay, the fulfilment of the booked services, and compliance with all laws and licences applicable to its operation (including fire, safety, hygiene, hospitality, GST and local municipal requirements).

Any rating, ranking, “recommended”, “popular” or similar label is an indicative aid only and is not a warranty or endorsement of a Property.

When you submit a Booking on the Platform you make a Booking Request. A stay becomes a Confirmed Booking only when the Property accepts the request and you receive a confirmation with a booking ID. Until then, the room, rate and inclusions are not guaranteed, even if an amount has been debited from you.

• If a Property does not accept a Booking Request, or cannot fulfil it, any amount you prepaid through the Platform for that request is refunded in full to the original payment method.
• A confirmation voucher and booking details are sent to the email address and mobile number you provide at checkout. It is your responsibility to enter these correctly and to check them.
• What is included in your stay (for example meals, taxes, extra-guest charges, day-use hours) is defined by the rate plan and Property Terms shown before you confirm. Anything not listed as included is payable separately, usually to the Property.

Prices are quoted per room per night, or per booking for Day Use, in Indian Rupees (INR), unless stated otherwise. The Total Amount / Payable Amount shown on the review screen is what you pay through the Platform and is inclusive of applicable government taxes and Platform fees disclosed there. Certain charges — such as security deposits, resort fees, tourism or city taxes, parking, and charges for services used on site — may be collected separately by the Property and are governed by the Property Terms.

Prices and availability change in real time and are only locked once you have a Confirmed Booking. Rates for the same Property may differ across rate plans, dates, channels and over time.

Obvious errors and misprints are not binding. If a price, tax, fee, inclusion or other listing detail is materially wrong due to a technical fault, data-feed error or human error (for example a rate that is clearly not a genuine market price), we or the Property may cancel the affected Booking even if confirmed, and your sole remedy is a full refund of the amount you paid through the Platform for that Booking.

Depending on what the Property allows, one or more of the following payment methods may be offered:

• Prepaid (UPI) — you pay the full Total Amount now by completing a UPI payment. The Property verifies receipt and then confirms the Booking.
• Pay at Hotel — you pay the Property directly at or before check-in. This option is available only when the Property has enabled it, and the Property may pre-authorise, hold a deposit, or require a valid payment instrument to hold the room.

Payments are processed through third-party payment service providers and your own UPI or banking app. Mati Trip does not collect or store your card, UPI PIN or bank-account credentials. You authorise us and our payment partners to charge the Total Amount and any taxes, and to carry out fraud, sanctions and risk screening on a transaction. We may decline or reverse a payment, or withhold a refund, where we reasonably suspect fraud, unauthorised use, or breach of these Terms.

You agree not to raise a chargeback or payment dispute without first contacting us to resolve the issue. Raising an unjustified chargeback is a breach of these Terms and may result in account suspension and recovery of the disputed amount plus costs.

Discounts, coupon codes, cashback, wallet credit, loyalty benefits and referral rewards are promotional, optional and subject to separate offer terms, eligibility conditions, minimum values, validity periods, Property or date restrictions, and caps. Unless expressly stated, they:

• have no cash value and are non-transferable and non-encashable;
• cannot be combined with other offers;
• are reversed proportionately on cancellation, and forfeited on a no-show or on cancellation of the account;
• may be modified, suspended or withdrawn by us at any time without notice.

Any attempt to obtain a benefit through fraud, automation, fake bookings, self-referral, multiple accounts or manipulation entitles us to cancel the benefit and related Bookings and to suspend the account.

Each Property sets its own cancellation, modification and refund policy. The policy that applies to your Booking — for example “Free cancellation until 48 hours before check-in”, “Partially refundable” or “Non-refundable” — is shown on the room and on the review screen before you confirm, and again on your confirmation. It is your responsibility to read it before booking.

• Within the free-cancellation window: cancellations are refunded in full to the original payment method, less any non-refundable fee, tax or gateway charge disclosed in the policy.
• Outside the window, no-shows and early check-outs: handled per the Property Terms and may be partially or fully non-refundable. Unused nights of a shortened stay are generally not refunded unless the Property agrees.
• Non-refundable / advance-purchase rates: no refund is due on cancellation, amendment or no-show, except where these Terms or applicable law require one.
• Modifications (dates, room, guest count, guest names) are subject to availability, the Property Terms and any rate difference. A modification may be treated as a cancellation and re-booking at the then-current rate.
• Refund method and timing: approved refunds are made only to the original payment method. After a refund is initiated it typically reaches your account within 5–7 business days, subject to your bank or UPI provider. Convenience fees, Platform fees and payment-gateway charges are non-refundable unless the Booking is cancelled by the Property or by Mati Trip.

To cancel or modify, use My Bookings or contact us at the details in the Grievance section. A cancellation is effective only when confirmed through the Platform; informing the Property directly is not sufficient.

If a Property cancels a Confirmed Booking, is unable to honour it on arrival, or the room materially differs from what was booked and no acceptable alternative is offered, you are entitled to a full refund of the amount paid through the Platform for that Booking. Where reasonably possible, we will help you find and move to a comparable alternative.

Except for that refund, and to the maximum extent permitted by law, Mati Trip is not liable for any further loss, cost or inconvenience arising from a Property’s cancellation, overbooking, downgrade, relocation or closure, including travel costs, alternative accommodation price differences, or missed plans. Claims beyond the amount paid through the Platform lie against the Property.

Neither Mati Trip nor a Property is liable for failure or delay in performing an obligation due to events beyond reasonable control, including natural disasters, extreme weather, fire, flood, earthquake, epidemic or pandemic, government orders, lockdowns, travel advisories or restrictions, curfews, riots, civil unrest, strikes, war, terrorism, utility or network failure, or acts of third parties. In such cases, refunds and rebooking are governed by the applicable Property Terms and any relief we choose to offer; there is no guaranteed right to a refund beyond that.

• Every adult guest must present a valid, original government-issued photo ID at check-in (for example Aadhaar, passport, voter ID or driving licence). Foreign nationals must carry a passport and valid visa; the Property is required to file Form C and related declarations.
• Admission of couples, unmarried guests, local-ID guests, unaccompanied minors, additional visitors, and pets is governed entirely by the Property Terms and local law. Some Properties do not accept certain guest categories.
• Check-in and check-out times, early check-in and late check-out (which may carry extra charges), and the number of guests permitted per room are set by the Property.
• The Property reserves the right of admission. If ID is not produced, house rules or eligibility rules are not met, a guest is intoxicated, abusive or a safety risk, or the guest count exceeds the booked occupancy, the Property may refuse or curtail check-in. Such cases are treated as a no-show or early check-out under the Property Terms and are generally non-refundable.

Mati Trip is not responsible for a Property’s admission decision or eligibility rules and cannot guarantee entry where such requirements are not satisfied.

As a guest you agree to:

• comply with the Property’s house rules, safety instructions, and all applicable laws during your stay;
• not exceed the booked occupancy, sub-let, host events, or use the room for any unlawful, commercial or nuisance purpose;
• not engage in behaviour that endangers, harasses or disturbs staff or other guests;
• be responsible for loss of or damage to Property premises, furnishings or equipment caused by you or anyone in your party, and to pay the Property directly for it.

The Property may evict guests who breach house rules or law without refund and may report serious incidents to the authorities. Disputes about damage charges, deposits or on-site conduct are between you and the Property.

After a completed stay you may be invited to rate and review the Property. Content you submit (reviews, ratings, photos, comments, messages) must be genuine, based on your own first-hand experience, lawful, and free of personal data of others, abuse, defamation, hate speech, promotional material or spam.

You grant Mati Trip a worldwide, perpetual, irrevocable, royalty-free, sub-licensable and transferable licence to host, store, reproduce, adapt, publish, translate, distribute and display your submitted content on the Platform and in related marketing, with attribution to your display name. You are responsible for your content and confirm you have the rights to grant this licence.

We may screen, decline to publish, edit for length or moderation, or remove content that breaches these Terms, and we may withhold or remove reviews connected to fraud, incentivised posting, or a Booking that did not result in a completed stay. We are not obliged to publish or retain any content.

The Platform and all of its content, software, design, text, graphics, logos, the “Mati Trip” and “MatiWon” names and marks, and their selection and arrangement, are owned by or licensed to MatiWon Technology Pvt Ltd and are protected by intellectual-property laws. You are granted a limited, personal, non-exclusive, non-transferable, revocable licence to use the Platform for the sole purpose of searching for and managing your own Bookings. You must not copy, scrape, frame, mirror, data-mine, reverse-engineer, resell or create derivative works from the Platform or its data, or use any automated system to access it, without our prior written consent.

You must not, and must not permit anyone to:

• use the Platform for any unlawful, fraudulent, speculative or misleading purpose, or to make a Booking you do not genuinely intend to honour;
• make Bookings for resale, or operate a competing booking or price-comparison service using our data;
• interfere with, overload, probe or attempt to gain unauthorised access to the Platform, its servers, accounts or networks;
• upload malware, or transmit content that is defamatory, obscene, infringing, or that violates the privacy or rights of others;
• circumvent, disable or manipulate pricing, offers, security features, rate limits or access controls;
• impersonate any person or misrepresent your affiliation with any person or entity.

We may investigate and take legal action, and cooperate with law-enforcement authorities, against suspected violations.

The Platform may contain links to, or integrations with, third-party websites, apps, maps, payment providers and services. These are provided for convenience only. We do not control and are not responsible for their content, availability, policies or practices, and your use of them is at your own risk and subject to their own terms.

The Platform is provided on an “as is” and “as available” basis, without warranties of any kind, whether express or implied, including any implied warranty of merchantability, fitness for a particular purpose, non-infringement, accuracy or uninterrupted availability, to the maximum extent permitted by law.

We take reasonable care to present Property information, rates and availability supplied to us accurately, but we do not warrant that listings, descriptions, images, amenities, guest reviews, maps, prices, star ratings or any other content are accurate, complete, current or error-free. We do not warrant the condition, safety, legality, quality or suitability of any Property or stay, or the conduct of any Property or guest. We do not guarantee that the Platform will be free of interruptions, defects or security vulnerabilities.

To the maximum extent permitted by law, Mati Trip, MatiWon Technology Pvt Ltd and its directors, officers, employees, agents and affiliates will not be liable for any indirect, incidental, special, punitive or consequential loss or damage, or for loss of profits, revenue, bookings, data, goodwill, holidays, business or opportunity, or for any personal injury, illness, death, property loss or theft, or emotional distress, arising out of or in connection with the Platform, a Booking, a Property, a stay, or any act or omission of a Property or third party, whether based in contract, tort (including negligence), statute or otherwise, even if advised of the possibility of such loss.

In all cases, Mati Trip’s total aggregate liability arising out of or relating to a particular Booking is limited to the amount actually paid by you to Mati Trip through the Platform for that Booking; and its total aggregate liability for all other claims relating to the Platform in any twelve-month period is limited to INR 5,000.

Nothing in these Terms limits liability that cannot be limited or excluded under applicable law, including liability for fraud or for death or personal injury caused by our own proven negligence. Disputes about the stay itself are between you and the Property; we will assist in good faith to help resolve them but assume no liability for the outcome.

You agree to indemnify, defend and hold harmless Mati Trip, MatiWon Technology Pvt Ltd and its directors, officers, employees, agents and affiliates from and against any claim, demand, loss, liability, damage, cost or expense (including reasonable legal fees) arising out of or related to your use of the Platform, your Bookings, your content, your breach of these Terms or any Property Terms, your violation of any law or third-party right, or a dispute between you and a Property or other third party.

By using the Platform you agree that we and the Property may contact you by email, SMS, RCS, WhatsApp, push notification, in-app message and phone call for transactional purposes relating to your account and Bookings (confirmations, changes, reminders, refunds, security and support). Where you have not opted out, we may also send you offers and service updates; you can opt out of promotional messages at any time using the unsubscribe option or by contacting us. You consent to receiving these communications notwithstanding any registration on the National Do Not Call / DND registry, to the extent permitted by law. Calls may be recorded for quality and training.

We may modify, suspend or discontinue any part of the Platform, and may suspend or terminate your access (with or without notice) for breach of these Terms, suspected fraud or abuse, non-payment, legal requirement, or risk to the Platform, other users or Properties. Termination does not affect Confirmed Bookings that are already paid for, or accrued rights and obligations, including payment obligations and the sections that by their nature survive (definitions, intermediary status, disclaimers, liability, indemnity, governing law and general terms).

We process the personal data you provide (such as name, email, mobile, guest details and stay information) to arrange, confirm and support your Bookings, to share it with the Property you booked and with service providers who help us run the Platform, to prevent fraud, and to meet legal, tax and accounting obligations, in line with our Privacy Policy and applicable Indian law, including the Digital Personal Data Protection Act, 2023, and the Information Technology Act, 2000 and rules made under it. We do not sell your personal data. Subject to law, you may request access to, correction of, or deletion of your personal data, and may withdraw consent, using the contact details below.

For any complaint or concern about a Booking, a payment, a refund, content on the Platform, or these Terms, please first contact our support team at support@matiwon.com with your booking ID. We aim to acknowledge complaints within 48 hours and to resolve them within a reasonable period, and in any event within the timelines prescribed under the Consumer Protection (E-Commerce) Rules, 2020.

If your complaint is not resolved, you may escalate to our Grievance Officer:

Grievance Officer
MatiWon Technology Pvt Ltd
Saptarishi Tower 4, Defence Enclave, Noida Sector 44, Uttar Pradesh 201303
Email: grievance@matiwon.com
Hours: Monday–Saturday, 10:00–18:00 IST (except public holidays)

These Terms and any dispute or claim arising out of or in connection with them, the Platform or a Booking (including non-contractual disputes) are governed by the laws of India.

The parties will first attempt to resolve any dispute amicably through good-faith discussion within thirty (30) days of written notice. If not resolved, the dispute shall be referred to and finally settled by arbitration by a sole arbitrator appointed by Mati Trip, conducted under the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration shall be Noida / Gautam Buddh Nagar, Uttar Pradesh, and the language shall be English. The award shall be final and binding.

Subject to the arbitration clause, the courts at Gautam Buddh Nagar, Uttar Pradesh shall have exclusive jurisdiction, without prejudice to any non-excludable right you have as a consumer to bring proceedings in the courts of your place of residence under applicable consumer-protection law.

• Changes to these Terms. We may update these Terms to reflect changes to the Platform, our services or the law. The version in effect at the time you make a Booking applies to that Booking; continued use of the Platform after an update takes effect means you accept the revised Terms.
• Entire agreement. These Terms, the Privacy Policy, and the applicable Property Terms and offer terms are the entire agreement between you and Mati Trip on this subject and supersede prior understandings.
• Severability. If any provision is held unenforceable, the rest remains in effect and the provision is modified to the minimum extent needed to make it enforceable.
• No waiver. Our failure to enforce a provision is not a waiver of it.
• Assignment. You may not assign or transfer your rights under these Terms. We may assign ours to an affiliate or successor.
• Relationship. Nothing in these Terms creates any partnership, joint venture, agency, employment or franchise relationship between you and Mati Trip.
• Language. These Terms are drafted in English; any translation is for convenience only and the English version prevails.

MatiWon Technology Pvt Ltd, Saptarishi Tower 4, Defence Enclave, Noida Sector 44, Uttar Pradesh 201303, India. General support: support@matiwon.com. Grievances: grievance@matiwon.com.