FAQ
Find quick answers to the most Frequently Asked Questions. If something’s still unclear, feel free to reach out here.
General Information
Account & Security
Credits & Packages
Bookings & Logistics
Checkout & Payments
What exactly is Hey Mate?
We’re your local mates in Hua Hin. Whether you need help navigating everyday challenges, local traditions, or specific tasks, we provide a reliable person to step in so you don’t have to handle the overwhelm alone.
What do we help with?
• We DO: Friendly support, help with communication, going to appointments with you, errands, explaining Thai culture, everyday life stuff.
• We DO NOT: Medical care, housekeeping, romantic services, 24/7 on-call. Not sure if we can help with something? Just ask!
Is this a dating or companionship service?
Absolutely not. Hey Mate is a strictly professional, task-based service. We have a zero-tolerance policy for inappropriate or romantic behavior. Mates are empowered to end a session immediately if they feel uncomfortable, and no refund will be issued in such cases.
Is this just for Expats?
While we offer expert tips for a seamless life abroad, Hey Mate is for everyone: expats, locals, and travelers alike. Anyone curious about local life and genuine experiences is welcome.
What is “The Dual Care Project”?
Dual Care refers to the two-way impact of our work: while we help you navigate life in Thailand with ease, a dedicated portion of our profits supports local shelters and vulnerable Thai seniors.
What is “The Unfiltered Thailand”?
It’s our community hub and blog. Instead of typical travel guides, we share real stories and practical tips from locals and expats who live the daily reality of Thailand.
When can you reach us?
Our business hours are 8 am – 5 pm. In case we’re off the clock, don’t let that stop you! Feel free to drop us a message or grab your spot online.
How quickly will I hear back after sending a message?
We dedicate ourselves to reviewing every message individually. You can typically expect a thoughtful response from our team within 24 hours.
Where can I see my balance?
You can check your current balance and payment history anytime in your Credits Wallet inside the My Account section.
Can I see a history of my previous bookings and payments?
Yes. Your Payment Records in the account dashboard keep a clear log of your past credit purchases and session history, ensuring total transparency in how you’ve used the service.
I forgot my password. What should I do?
In the My Account login area, you’ll find a “Forgot Password” link. Follow the prompts to securely reset it and regain access to your wallet and bookings.
How do I update my meeting address if I move?
You can easily update your primary address and personal details in the My Account settings. Keeping this updated helps your Mate find you quickly for Onsite sessions.
Is my personal information safe?
Yes. We are fully aligned with Thailand’s PDPA (Personal Data Protection Act). Your details are only shared with the specific Mate assigned to your session.
Will you take photos of me during our session?
Only with your explicit, clear consent. We value your privacy and will never use your image for social media or marketing without your permission.
What are “Credits” and how do they work?
Credits are our way of keeping things simple and cash-free. Instead of individual transaction fees, you hold a balance of credits. Online sessions cost 4 credits per hour and Onsite sessions cost 5 credits per hour.
How much does a credit package cost?
Prices range from 1800 – 9000 THB depending on what you need. The more hours you get, the more you save. You can also add extra hours anytime. Not sure yet? Try us out with our 3-hour Curious Package and see if we’re a good fit. No pressure, no commitment.
Can I use the same package for both Online and Onsite help?
Yes! You have total freedom to switch. You might use 4 credits for an Online Thai Lesson on Tuesday and then 5 credits for a Grocery Shopping trip on Friday. It all comes from the same balance.
Are there any extra travel fees for the Mate?
The credit price is all-inclusive for the Mate’s time and their travel to the meeting point. However, if a session involves a café visit, museum tickets, or a taxi to a second location, the customer covers these costs for both parties.
Can I share my credit package with a friend?
To ensure the best personalized support, credits are tied to a single individual account and are non-transferable.
Do my credits expire?
Your credits are valid for 12 months from the date of purchase, so you have plenty of time to use them at your own pace. No rush.
How do I start?
It’s a simple three-step process: Sign Up and join the community. Top Up and choose a credit package. Book and pick a date, your Mate will handle the rest.
What if I need a service not on the list?
We love Ideas Beyond Our List. If you have a unique request, select “Special Request” or use the “Let’s Chat” button. We check every case individually to see if a Mate can make it happen.
Is there an extra cost for evening sessions?
Sessions booked between 6:00 pm and 10:00 pm incur an additional fee of 3 credits to support our team during off-hours.
What if I live outside the main coverage zones?
If you’re outside our standard areas, simply drop us a pin of where you’d like to meet. We review these requests individually to see if a Mate can head your way.
What if I am running late?
If you are more than 15 minutes late, the session may be shortened. If you are more than 30 minutes late, the session is automatically cancelled and the credits are non-refundable.
What’s the shortest session I can book?
One hour, for both onsite and online sessions. For meetups, it simply makes the travel time worth it for both sides.
Can I book a session for longer than one hour?
Yes. While our base sessions are 1 hour, you can request up to 4 hours in the booking form. Please note that sessions longer than 1 hour are marked as “Pending Availability”. We will confirm as quickly as possible if a Mate is available for the extended duration.
I’ve booked a session but haven’t paid yet. Is my slot secured?
Unpaid slots are held for 12 hours. If payment via direct transfer isn’t received within that window, the slot will be released and your booking will be cancelled.
What happens if I need to cancel my booking?
We respect our Mates’ time, so we have a tiered cancellation policy:
• More than 12 hours notice: You receive a full credit refund (one reschedule is permitted).
• Less than 12 hours or “No-shows”: The session is non-refundable, and full credits are deducted.
How do I pay via direct transfer?
The bank account number is displayed on the checkout page. Simply open your Thai banking app, choose “Transfer”, and enter the details to complete the transaction.
How do I verify my transfer so my credits are added?
Once your payment is successful in your banking app, return to the Hey Mate checkout page. You must enter your 4 Visible Digits from your digital bank slip and click the “Confirm” button. This notifies our team to manually verify and activate your credits.
What if someone else is paying for me?
No problem! In the checkout details, there is a field for “Sender’s Name.” Please enter the name of the person who made the transfer from their bank account so we can match the payment to your booking.
Can I add specific instructions during checkout?
Yes. There is an “Add a note to your order” field where you can provide extra details for your Mate or our admin team before you finalise the payment.
Does Hey Mate store my bank details?
Never. Because the transaction happens entirely within your own banking app via transfer, we never see or store your sensitive financial or credit card data.
Are there any shipping costs for my merchandise?
No. We offer 100% Free Shipping on all Hey Mate merchandise nationwide. Whether you’re buying a single item or a full set, the price you see at checkout is the final price.
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