Nothing in this policy excludes or restricts rights that cannot lawfully be excluded under applicable Qatar law.
When this policy applies
This policy applies after Matty Global issues written booking confirmation. An unanswered enquiry, draft quotation or unpaid request may be withdrawn without a cancellation charge. Service-specific or supplier conditions disclosed before payment take priority where they are more specific, subject to mandatory Qatar consumer law.
How to cancel or change
Send the request by email to services@mattyglobal.com or through the official WhatsApp number, quoting the lead traveller, booking reference and service date. A cancellation or change is effective only when we acknowledge it in writing. The applicable deadline is based on Qatar local time.
General cancellation schedule
Where no different supplier or service-specific terms were disclosed before payment, the following draft schedule applies:
- 7 or more calendar days before service: refund of amounts paid, less documented non-recoverable third-party charges.
- 72 hours to 6 days before service: up to 50% cancellation charge plus documented non-recoverable third-party charges.
- Less than 72 hours before service: the booking may be non-refundable.
- No-show or unused service: normally non-refundable.
If mandatory law provides a more favourable remedy, that remedy will apply.
Supplier-controlled and high-value bookings
Flights, hotels, holiday homes, event venues, private jets, yachts, cruises, attraction tickets, insurance, visa applications and specially procured services may have stricter conditions, deposits or non-refundable elements. We will disclose material cancellation rules before payment. Refunds received from a supplier will be passed to the customer in accordance with the confirmed booking terms and applicable law.
Tours, activities and weather
Desert safaris, Inland Sea tours, jet skis, speedboats, yachts, outdoor events and aviation experiences depend on weather and safety approval. If an operator cancels for safety or weather reasons, we will offer a suitable reschedule, service credit or refund of the affected service where an alternative cannot reasonably be provided. A customer who chooses not to attend while the service operates normally is treated as cancelling under the applicable schedule.
Visa and administrative services
Government, embassy, medical, translation, courier and processing fees already incurred may be non-refundable once an application or service has begun. Our assistance fee may also become non-refundable after substantive work starts. No refund is due solely because an authority refuses, delays or requests further evidence for an application, except where required by law or where the service was not performed with the required standard of care.
Flights and travel products
Air tickets, insurance, cruises and other regulated travel products follow the confirmed fare or supplier rules. Some may be non-refundable or permit only taxes to be reclaimed. Name changes, missed departure, incomplete documents or denied boarding may result in additional charges or loss of the booking.
Accommodation, venues and events
Hotels, holiday homes, restaurants, meeting rooms, wedding venues and event suppliers may require deposits and may impose staged cancellation charges. Damage deposits are separate and are returned according to the property or venue rules after inspection, less any properly supported deduction.
Private jets, yachts and transport
Aircraft, yachts, speedboats and dedicated vehicles are reserved for a particular time and may require substantial advance commitments. Repositioning, permits, marina, crew, fuel, airport or operator charges already incurred may be non-refundable. Late arrival may reduce the service time and additional time is subject to availability and charge.
Customer-requested rescheduling
We will try to reschedule where requested before the cancellation deadline. A change is subject to availability and any price difference or supplier charge. A service credit, if offered, is non-transferable unless confirmed otherwise and must be used within its stated validity period.
Cancellation or significant failure by us
If Matty Global cancels a directly provided service or a confirmed service is not supplied as agreed, the customer will be offered an appropriate replacement, re-performance, rescheduling or refund for the affected service as required by Qatar law. This does not limit the right to fair compensation where applicable law provides it.
Refund method and timing
Approved refunds are returned to the original payment method unless another lawful method is agreed. We aim to initiate an approved refund within 14 business days after the amount and supplier recovery are confirmed. Banks, card schemes and payment providers may require additional processing time. Currency differences and third-party bank charges are outside our control unless caused by our error.
Chargebacks and disputes
Please contact us before initiating a payment dispute so we can investigate. A chargeback should not be used to avoid a valid cancellation charge or supplier condition. We may provide the booking confirmation, communications and service records to the payment provider while handling a dispute in accordance with our Privacy Policy.
Defective or unsafe services
If a service is defective, unsafe or materially different from what was confirmed, stop using it where necessary and notify us promptly. Depending on the circumstances and applicable law, the remedy may include correction, re-performance, replacement, rescheduling or a full or partial refund. Nothing in this policy removes mandatory consumer remedies.