Last Updated: 01 June 2026

These Terms & Conditions (“Terms”) govern your use of Hey Mate services provided by Hey Mate Group (“we,” “us,” or “our”). By using our services, you agree to these Terms.

1. Our Services

We provide practical, task-based assistance through specialised “Mate” categories:

Arrival Mate: Help with settling in and local orientation.
Daily Mate: Assistance with errands, shopping, and everyday tasks.
Wellness Mate: Support for medical appointments or health-related navigation.
Social Mate: Facilitating communication and local cultural connections.
Active Mate: Support for hobbies, sports, and staying mobile.
Financial Mate: Assistance with banking and administrative paperwork.

Important: All services are strictly professional. We are not a dating, romantic, or companion service. Each session must have a clear practical purpose. We are not medical, legal, or financial professionals; we provide assistance and navigation only. Any information shared regarding banking, insurance, or government processes is simple peer-to-peer advice and should not be taken as professional consultancy.

2. Who Can Use Hey Mate

To ensure a safe and high-quality experience for everyone, we have a few requirements for our community:

Eligibility: You must be at least 18 years old and capable of entering into a binding agreement.
Accurate Information: You agree to provide truthful and complete details when booking a session. 
Personal Responsibility: You remain solely responsible for your own compliance with Thai laws and regulations (such as visa requirements or permits). Our Mates provide assistance and navigation, but the legal responsibility for your status and actions stays with you. Your own actions and behavior are your responsibility.

3. The Credit System

To keep sessions simple and cash-free, we use a credit-based system.

Mate Packages: Choose from Curious (15 credits), Involved (40 credits), or Connected (90 credits).
Sessions: You can choose how the session will be hosted. Onsite (5 credits) or Online (4 credits).
Individual Basis: Credits are non-transferable and are tied to a single individual account. Every package is for personal use only.
Commitment: Credits are committed to your individual account once topped-up and are non-refundable.

4. Bookings & Payments

Payment Deadline: Bookings made through the website must be paid within 12 hours. If payment is not received via transfer, the slot will be released and the booking will be automatically cancelled.
Confirmation: A session is only confirmed once payment is cleared.
Cancellation by You: If you cannot attend, ensure you reschedule or cancel more than 12 hours in advance to protect your credits and have a full credit refund to your account. One reschedule permitted per booking, otherwise full credits are deducted. Any additional reschedules or no-shows are non-refundable.
Cancellation by Us: If we must cancel due to major cause, you receive a full credit refund to your account.

5. Late Arrivals & Delays

Please arrive on time.

Minor Delays: If you are more than 15 minutes late, the session may be shortened to respect the Mate’s schedule, but full credits apply.
Major Delays: If you are more than 30 minutes late, the session will be automatically cancelled. In this case, full credits for the session apply and are non-refundable.
Mate Delays: In the event a Mate is delayed or unable to attend due to a major cause (e.g., accident, medical emergency, or vehicle breakdown), we will notify you immediately. You will have the choice to either reschedule the session or receive a full credit refund to your account.

6. Expenses & Transport

The service fee covers your Mate’s time only.

Extra Costs: If a session involves meeting at a café or requires extra cost (like ticket entrance), the customer covers these costs for both parties.
Transport: Customers are responsible for round-trip transport costs when traveling with a Mate from the meeting point to additional locations (hospital, mall, etc.). Otherwise, extra credits might be deducted.

7. Safety & Conduct

Our Mates have the right to work in a safe, respectful environment. We have a zero-tolerance policy for:

Inappropriate Behavior: Any requests of a romantic, flirtatious, or sexual nature are strictly prohibited.
Unsafe Environments: You must ensure any private location chosen for a session is safe and hazard-free.
Abuse: Harassment, threats, or any form of verbal or physical abuse toward a Mate.
Illegal Acts: Requesting a Mate to assist with or participate in any activity that violates Thai law.
Right to Terminate: If a Mate feels unsafe, uncomfortable, or if these terms are violated, they will end the session immediately. In such cases, the session is considered completed, and no credit refund will be issued. We also reserve the right to ban accounts that violate these conduct rules.

8. Liability & Emergencies

Property & Belongings: Hey Mate is not liable for the loss of property, theft, or misplacement of any personal items during service sessions. Clients are responsible for securing their own valuables, cash, and documents at all times.
Our Responsibility: We provide vetted, reliable Mates to assist you. However, we are not liable for outcomes beyond our direct control.
Third-Party Decisions: We are not responsible for the outcomes of decisions made by third parties (banks, government offices or other parties) based on our assistance.
Health & Emergencies: In the event of a health emergency during a session, our Mates will contact local emergency services. However, we are not responsible for medical costs or the quality of third-party care. We strongly encourage clients to maintain their own insurance.
Personal Liability: Hey Mate is not liable for accidents or injuries occurring during or after a session.

9. Unforeseen Events

While we always strive to meet our commitments, Hey Mate is not liable for any failure or delay in performing our services due to causes beyond our reasonable control. This includes, but is not limited to:

Natural Disasters: Extreme tropical storms, flooding, earthquakes, or other “Acts of God” common to the region.
Societal Disruptions: Civil unrest, political demonstrations, strikes, or government-mandated lockdowns/restrictions.
Infrastructure Failure: Major internet or telecommunications outages, prolonged power failures, or significant road closures/accidents that prevent travel.

In such events, we reserve the right to reschedule your session at the earliest possible convenience for the safety of both the client and the Mate. If a reschedule is impossible, a full credit refund for that session will be issued to your account.

10. Dispute Resolution & Governing Law

We believe most issues can be solved with a friendly conversation. If you are unhappy with a session or believe there has been a mistake with your credits:

Contact Us First: Please email us at info@heymatepeople.com or message us via web within 7 days of the session. We promise to review your concern and provide a response within 7 business days.
Evidence: To help us resolve things fairly, please provide any relevant details or communication records.
Governing Law: These Terms, and your relationship with Hey Mate, are governed strictly by the laws of the Kingdom of Thailand.
Jurisdiction: If a friendly resolution cannot be reached, any legal disputes shall be settled exclusively in the courts of Thailand (specifically the courts serving the Hua Hin / Prachuap Khiri Khan region).

Quick Summary

Payments: Pay within 12 hours of booking or the slot will be released.
Cancellations: You need 12+ hours notice to get your credits back.
30-Minute Rule: If you are more than 30 minutes late, the session is cancelled and credits are used.
Extra Costs: You cover bills, entry fees, and transport for both you and your Mate during the session.
Advice: We provide local support, but we are not licensed financial or medical experts.
Conduct: We are a professional, task-based service. Inappropriate behavior results in immediate termination without a refund.
Credits: Packages are for individual use only and are non-refundable.

Our Promise

Hey Mate is built on kindness, respect, and genuine human connection. We believe everyone deserves comfort and trustworthy local support especially when far from home.

Thank you for helping us keep this service safe, professional, and positive for everyone.

By topping-up your credits or booking a session, you confirm you have read and agree to these Terms.