Legal Readiness
Cancellation, refund, no-show, failed-payment, wallet credit, compensation, and journey disruption handling for MATO D2D passengers.
MATO D2D policy framework
This page explains the passenger, platform, payment, privacy, and journey rules that apply while using MATO D2D services.
Cancellation eligibility, refund percentage, cancellation charge, and cutoff time may vary by route, journey date, fare type, offer, payment method, and departure window. The applicable rule shown during booking or support review will apply.
If a passenger does not arrive at the selected boarding point within the required boarding window, the booking may be treated as a no-show. No-show bookings may be ineligible for refund unless MATO D2D confirms an operational exception.
If payment is debited but the booking is not confirmed, MATO D2D will verify gateway status, booking status, and payment reference. Eligible failed or duplicate payments may be reversed to the original payment method or credited to MATO Wallet where permitted.
If MATO D2D cancels a journey or cannot provide a reasonable alternative, passengers may be offered refund, reschedule, wallet credit, or alternate journey assistance based on the situation and applicable law.
Approved refunds depend on gateway, bank, card network, UPI, or wallet processing timelines. MATO D2D may show refund status in the booking or wallet passbook, but final credit timing may be controlled by external financial institutions.
Compensation, vouchers, loyalty credit, wallet credit, or goodwill benefit may be offered at MATO D2D discretion for major delays, service disruption, rescue mode transfer, or support-approved cases. Such credit may carry validity and usage conditions.
