Key Points
MAU — Customer Terms and Conditions
Effective Date: June 1, 2026
1. About These Terms
These Terms and Conditions ("Terms") govern your access to and use of the MAU platform, available at maubali.com and through our mobile application ("Platform"). The Platform is operated by PT MAU Teknologi Indonesia ("MAU", "we", "us", or "our").
By creating an account or making a booking, you represent that you have read, understood, and agree to be bound by these Terms. If you do not agree, do not use this Platform.
These Terms are written in English and Indonesian. In the event of any conflict between the two versions, the Indonesian version shall prevail, in accordance with Indonesian law.
2. Who Can Use MAU
To use this Platform, you must:
- Be an individual at least 18 years of age
- Possess the legal capacity to enter into binding agreements
- Provide accurate and complete registration information
- Not be prohibited from using this Platform under applicable Indonesian law
By registering, you automatically represent that all information you provide is true and that you will always keep it up to date.
3. The MAU Platform
MAU is an online marketplace that connects customers with independent rental service providers offering vehicles, services, and other items for rent in Bali, and throughout Indonesia. MAU itself is not a rental service provider. MAU operates as a technology facilitator with a role similar to online marketplace platforms such as Gojek and Grab: we connect you with independent service providers and facilitate transactions, but we are not a party to the rental agreement between you and the service provider.
When you make a booking through the Platform, your rental contract is with the service provider, not with MAU. The service provider is an independent third party. MAU does not own, operate, or control the items listed on the Platform. MAU is not responsible for the condition, safety, or availability of listed items.
4. Bookings and Payments
4.1 Making a Booking
When you submit a booking request, you are making an offer to rent the item in accordance with the terms set by the Vendor. A booking is deemed confirmed once you receive a confirmation from MAU. You agree to pay the total amount specified at the time of booking, including applicable taxes.
4.2 Payment Process
All payments are processed securely through Midtrans, our official payment gateway. By completing a payment, you agree to Midtrans' terms and conditions. MAU does not store your payment card details.
Prices on the Platform are displayed in Indonesian Rupiah (IDR). If you pay using a card with a foreign currency, the exchange rate will be determined by your card issuer.
MAU reserves the right to cancel a booking if the payment is suspected to be fraudulent, fictitious, incomplete, or irregular.
4.3 Long-Term Rental Discounts
Some Service Providers may offer automatic discounts for longer rental periods (for example, weekly or monthly rentals). If applicable, this discount will be clearly displayed during the booking process. Discounts only apply to the rental price and do not affect service fees or applicable taxes.
4.4 Promotional Codes
MAU may offer promotional codes that provide discounts on eligible bookings. Promotional codes are subject to specific terms, including the applicable discount amount, the list of eligible properties, and the validity period. If a promotional code has been applied to your booking, the discount will be reflected in the total displayed at checkout. Promotional codes have no cash value, are non-transferable, and cannot be combined with other offers unless stated otherwise. MAU reserves the right to withdraw or cancel promotional codes at any time.
5. Cancellations, Refunds, and No-Shows
5.1 Platform Cancellation Policy
MAU applies a platform-wide cancellation policy that applies universally to all bookings. The following refund rates apply based on the timing of your cancellation relative to the rental start date:
- Cancellation 14 business days or more before the start date: Full refund
- Cancellation 7–13 business days before the start date: 70% refund
- Cancellation 3–6 business days before the start date: 50% refund
- Cancellation less than 3 business days before the start date: No refund
- Service provider-initiated cancellation: Full refund to you at any time
These rates are displayed on each listing page before you place a booking. By completing your booking, you acknowledge that you have read and agreed to the applicable cancellation terms.
5.2 How to Cancel
If you wish to cancel, you must do so through the Platform. Cancellations communicated directly to the Service Provider outside the Platform may not be recognized and will not trigger a refund. Refunds, if applicable, will be returned to your original payment method within 3–10 business days, depending on your bank or payment service provider.
5.3 No-Shows
A no-show is defined as a failure or cancellation to pick up the rented item within 2 hours of the agreed rental start time, without prior notice to the Provider through the Platform. In the event of a no-show, the entire booking fee will be forfeited and no refund will be issued.
If you anticipate being late, please notify the Provider via the messaging feature on the Platform as soon as possible. Pre-agreed late arrivals are at the Provider's discretion and are not considered a no-show.
6. Handover, Condition, and Return
Upon picking up the rented item, you must conduct a condition inspection together with the Provider and record any pre-existing damages before the rental period begins. If the Provider does not notify you of pre-existing damages and you discover damage at the time of handover, you must document it and notify MAU via support@maubali.com before the rental period begins.
You are responsible for any damage, loss, or liability arising from the use of the rented item during the rental period, except for damage that has been documented as pre-existing damage at the time of handover.
Items must be returned on time, in the same condition as received, except for reasonable wear and tear. Late returns may be subject to additional fees at the Provider's discretion.
7. Your Responsibilities
As a customer, you agree to:
- Use the rented item responsibly and in accordance with the Provider's instructions
- Hold a valid driver's license, permit, or qualification required to operate or use the item (for example, a valid motorcycle driver's license for motorcycle rentals — both an Indonesian SIM C or an international driving permit are acceptable)
- Not use the rented item for illegal purposes or in violation of Indonesian traffic regulations
- Immediately notify the Provider in the event of damage, accident, or loss involving the rented item during the rental period
- Not sub-rent or transfer the use of the rented item to any other person without the Provider's consent
- Return the item on time and in the same condition as received
8. Reviews
Upon completing the rental process, you may be requested to provide a review. Reviews must be honest, accurate, and based on your actual experience. You are prohibited from submitting reviews that are false, misleading, or defamatory. MAU reserves the right to remove any review that violates these terms.
9. Prohibited Conduct
You are prohibited from:
- Using the Platform for unlawful purposes
- Attempting to circumvent the Platform system by arranging payments directly with the Vendor outside of MAU
- Posting content that is false, misleading, or harmful
- Disrupting or damaging the Platform or its systems
- Creating multiple accounts or falsifying your identity
- Misusing promotional codes, including creating duplicate accounts to obtain codes or using codes in a manner inconsistent with the applicable terms
MAU reserves the right to suspend or permanently deactivate accounts that violate these Terms.
10. Force Majeure
MAU and Partner Service Providers are not liable for any failure to fulfill their obligations if such failure is caused by a Force Majeure Event beyond their reasonable control, including but not limited to: natural disasters, volcanic activity, earthquakes, floods, extreme weather, civil unrest, pandemics, government-imposed restrictions, or massive infrastructure disruptions affecting Bali or Indonesia.
If a booking cannot be fulfilled due to a Force Majeure Event, MAU will work with the relevant Vendor to arrange a rebooking or, if a rebooking is not possible, a full refund. MAU will notify you as soon as possible regarding any impact on your booking.
11. Liability and Disclaimer
To the extent permitted by Indonesian law:
- MAU provides the Platform "as is" and does not provide any warranties regarding its uninterrupted availability
- MAU is not responsible for the acts or omissions of the Vendor, including the condition or availability of listed items
- MAU is not liable for any loss, damage, injury, or cost arising from your use of the rented item
- MAU's total liability to you under any circumstances shall not exceed the amount you paid for the booking in question
Nothing in these Terms and Conditions excludes liability that cannot be excluded under applicable Indonesian consumer protection laws, including Law Number 8 of 1999 on Consumer Protection.
12. Privacy
Your personal data is processed in accordance with our Privacy Policy, which can be accessed at maubali.com/privacy. By using this Platform, you consent to the collection and use of your data as described in that policy. MAU complies with applicable data protection requirements in Indonesia, including those regulated under Law Number 27 of 2022 on Personal Data Protection (UU PDP).
13. Changes to These Terms
MAU may update these Terms from time to time. We will notify you of important changes through the Platform or via email with at least 14 days' notice before such changes take effect. Continued use of the Platform after the changes take effect constitutes acceptance of the updated Terms.
14. Governing Law and Disputes
These Terms are governed by the laws of the Republic of Indonesia. Any dispute arising out of or in connection with these Terms must first be resolved through good faith negotiations. If a resolution cannot be reached within 30 calendar days, the dispute shall be submitted to the exclusive jurisdiction of the Denpasar District Court.
15. Contact Us
If you have any questions regarding these Terms, please contact us at:
Company: PT MAU Teknologi Indonesia
Email: support@maubali.com
Website: maubali.com
© 2026 PT MAU Teknologi Indonesia. All rights reserved.