MTM Offer Terms and Conditions
Oct 7, 2026 · @Mates That Matter
These terms set the rules for the Tribe For Life Guarantee and the two introductory offers on the MTM landing page: the Welcome Buddy for NDIS participants, and the Free First Week for self-funded members. They sit alongside, and do not replace, the MTM Service Agreement each participant signs.
1. About us and key terms
These terms are offered by Mates That Matter Pty Ltd (ABN 68 629 185 477) of S7, 37–43 Alexander Street, Crows Nest NSW 2065 (MTM, we, us). By booking a discovery call or claiming an offer, you agree to these terms.
MTM is not a registered NDIS provider.
| Term | Meaning |
|---|---|
| Mate or you | The person who will attend MTM events. If a parent, carer, nominee or plan manager acts for the Mate, "you" includes them where the context allows. |
| NDIS Participant | A Mate whose MTM supports are paid from a self-managed or plan-managed NDIS plan. |
| Self-Funded Member | A Mate who pays for MTM supports personally, not through the NDIS. |
| Service Agreement | The MTM Service Agreement a Mate signs before attending events. |
| Event | A social or community activity run by MTM and published to members through the MTM member app. |
| Host | An MTM staff member who runs or supports an Event. |
| Welcome Buddy | The Offer 1 benefit described in section 2. |
| Free First Week | The Offer 2 benefit described in section 3. |
| Community Access Fee | The weekly fee Self-Funded Members pay for access to the MTM community, currently $49 per week including GST. |
| Out-of-Pocket Costs | Costs for tickets, entry, food, drink, transport or similar at an Event, which are listed on the Event post. |
2. Offer 1: Welcome Buddy (NDIS Participants)
An NDIS Participant gets a Welcome Buddy at their first Event at no cost. The Event itself is still charged to their plan at the rates in their Service Agreement.
- What you get. A Host is rostered on in addition to the usual Event staff. The Welcome Buddy will:
- meet you on arrival;
- introduce you to other Mates with similar interests;
- stay with you during the Event as needed.
- What it is not. The Welcome Buddy is not personal care, and it is not ongoing 1:1 support. It does not change the requirement to travel to and from Events independently.
- No charge to your plan. MTM will not claim or invoice the Welcome Buddy against your NDIS plan.
- One per person. The Welcome Buddy is available once per Mate, for one Event only. It cannot be exchanged for cash, credit or another support, and it cannot be transferred.
- Ongoing 1:1 support. If you want 1:1 support at later Events, it is optional and charged at the 1:1 rates in your Service Agreement. It is only provided if you agree to it in writing first.
3. Offer 2: Free First Week (Self-Funded Members)
A new Self-Funded Member can attend Events for 7 consecutive days with no Community Access Fee and no hourly Event charges.
- When it starts. The Free First Week starts on your Start Date. Your Start Date is the day you sign the Service Agreement and add a payment method. It ends 7 days later at 11:59 pm Sydney time.
- What is free.
- The Community Access Fee for that week.
- Hourly charges for every Event you attend in that week. There is no limit on the number of Events, as long as places are available.
- Ticket or entry costs for Events in that week.
- What is not free. Your own food, drink, shopping and transport to and from Events.
- Unused days. Days you do not use are not extended, carried over or refunded.
- New members only. The offer is limited to one per person. It is not available to anyone who has been a paying Self-Funded Member before.
- Bookings. Events are subject to availability. If you RSVP and do not attend without notice, we may decline your other bookings for the rest of the Free First Week.
- After the week. Unless you cancel before the Free First Week ends, from day 8 we will charge:
- the Community Access Fee each week;
- hourly Event charges for each Event you attend, as set out in your Service Agreement.
4. Eligibility, claiming and validity
The offers are only available to Mates who complete a discovery call, are accepted by MTM, and sign a Service Agreement.
Who is eligible. To join MTM, a Mate must:
- be 18 or older;
- be able to travel to and from Events independently;
- be able to hold a two-way conversation;
- want to take part in a group social setting.
We also look at fit with current members, interests and location. We may decline any application at our discretion. Being accepted for one Event does not guarantee a place at future Events.
NDIS plan types. Offer 1 is only available to NDIS Participants whose plan is self-managed or plan-managed. As MTM is not a registered NDIS provider, we cannot provide supports funded from an NDIA-managed (agency-managed) plan.
How to claim.
- Book and complete a free discovery call.
- If we confirm you are a good fit, sign the Service Agreement and, for Self-Funded Members, add a payment method.
- Book your first Event in the member app. Tell us you are claiming the Welcome Buddy, or start your Free First Week.
Validity.
| Offer | Must be used by |
|---|---|
| Welcome Buddy | Your first Event must take place within 14 days of signing the Service Agreement. |
| Free First Week | Runs for the 7 days from your Start Date. |
If an Event is cancelled by MTM, we will move your offer to another Event inside, or as close as possible to, the same period.
Offer period. These offers apply to discovery calls booked until we withdraw them under section 7.
5. No lock-in, fees and cancellations
There is no minimum term. You can pause or cancel your MTM membership at any time without giving a reason. The 48-hour rule for cancelling individual Events still applies.
Cancelling or pausing your membership.
- Tell us by emailing oli@matesthatmatter.com.
- Self-Funded Members: cancellation takes effect at the end of the week you have already paid for. No further Community Access Fees are charged after that. We do not refund part weeks.
- NDIS Participants: you can end your Service Agreement at any time by giving us 14 days notice, as set out in the Service Agreement.
- A pause stops Community Access Fees and Event bookings for the period you choose, up to 4 weeks at a time.
Cancelling an Event booking.
- If you cancel more than 48 hours before an Event starts, there is no charge.
- If you cancel within 48 hours, or do not attend, the Event is charged in full. This is because we commit to staff and tickets based on RSVPs.
- This rule does not apply during the Free First Week. Section 3.6 applies instead.
Fees.
- NDIS Participants: fees are set out in your Service Agreement and do not exceed the NDIS price limits.
- Self-Funded Members: the Community Access Fee is charged weekly in advance. Hourly Event charges are charged before each Event. Payments are processed through Stripe. All self-funded prices include GST.
- We will give you at least 14 days' notice of any change to fees.
6. Taking part safely
Every Mate agrees to treat other Mates, Hosts and the public with respect, and to follow the reasonable directions of Hosts.
- Mates are responsible for their own travel to and from Events.
- Before your first Event, tell us about anything Hosts need to know to keep you safe, such as medical, dietary or accessibility needs. Update us if anything changes.
- Some Events involve physical activity or public venues. You take part at your own discretion.
- We may ask a Mate to leave an Event, or suspend or end their membership, if their behaviour puts others at risk or breaks these terms or the Service Agreement. We will not do this unreasonably, and we will tell the Mate why.
- Photos and video may be taken at Events. We will only use images of you in marketing if you have given consent. You can withdraw consent at any time.
7. The guarantee, changes and your consumer rights
The Tribe For Life Guarantee is a set of commitments about how we bring you into the community. These are: vetted peer matching, the Welcome Buddy or the Free First Week, and no lock-in contracts. It is not a promise that any particular friendship, outcome or NDIS goal will be achieved.
Changes and withdrawal. We may change or withdraw these offers, or these terms, by updating this page. A change will not affect an offer you have already claimed.
Australian Consumer Law. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms limits those rights. Where the law allows us to limit our liability for a failure to meet a consumer guarantee, our liability is limited to supplying the services again, or paying the cost of having them supplied again.
Other liability. To the extent the law allows, we are not liable for indirect or consequential loss. We are also not liable for loss caused by third-party venues, transport providers or ticket sellers.
Governing law. These terms are governed by the laws of New South Wales.
8. Contact and complaints
You can contact us with any question or complaint about these offers.
- Phone: 0481 347 335
- Email: oli@matesthatmatter.com
- Post: S7, 37–43 Alexander Street, Crows Nest NSW 2065
We will acknowledge your complaint within 2 business days and aim to resolve it within 14 days.
If you are not satisfied with our response:
- NDIS Participants can contact the NDIS Quality and Safeguards Commission on 1800 035 544.
- Self-Funded Members can contact NSW Fair Trading on 13 32 20.
Our Privacy Policy explains how we handle your personal information.