MATTR Customer Agreement - What's Changed

Changes posted April 21, 2026

MATTR updated the MATTR Customer Agreement on April 21, 2026.

This is a comprehensive update reflecting MATTR's evolution from a self-service platform model to an enterprise-focused, Order Form-based commercial relationship. The update reflects the inclusion of a wide range of additional protections for Customers that support its use for commercial orders and use in production. At a glance, here are the key changes:

1. New agreement structure. The agreement has been reorganised and expanded from 20 to 21 clauses. Definitions have moved to the front (clause 1), and a new "Agreement" clause (clause 2) describes how Order Forms, Service Terms, Support Terms and Data Processing Terms fit together in a clear order of priority.
2. Order Form-based model. The agreement now caters for individually negotiated Order Forms that specify Services, Fees, Terms, Regions and other commercial details, replacing the previous self-service, pay-as-you-go approach.
3. Expanded definitions. Many new defined terms have been introduced to support the broader scope of services, including Agent, Affiliate, Customer Application User, Customer Representative, Holder, Issuer, MATTR User, Verifier, Service Terms, Support Terms, Specification, and Third Party Credential Capability Provider. The former "Account Information" concept has been replaced by "Customer Representative Information" with a clearer scope.
4. Supply commitments and warranties. For commercial orders, MATTR now commits to a number of service warranties and commitments, including that each Service will substantially comply with its Specification (clause 17.1), and obligations to comply with Good Industry Practice, use reasonable care and skill, and comply with applicable Laws.
5. Dedicated confidentiality section. Confidentiality commitments by MATTR are now included in a standalone clause (clause 8) with detailed provisions for protection, return or destruction, retention rights, publicity and customer reference rights, replacing a single paragraph in the former General section.
6. Enhanced data provisions. New provisions cover data sub-processors (with a 30-day change notification process), data minimisation principles for cross-Region transfers, Derived Data and anonymised statistical data usage, and more detailed data breach notification obligations.
7. Trial Access. The former brief trial period clause has been replaced with a detailed Trial Access provision (clause 9.3) that clearly sets out reduced service commitments applicable to free trial access (e.g. when you sign up on our website).
8. Liability and indemnity. The liability framework has been expanded to reflect common customer requests in commercial negotiations, including a specific list of matters excluded from the liability cap (clause 18.2), and an enhanced liability for breach of confidentiality and data obligations via a new super cap of three times the Fees payable in the preceding 12 months.
9. Arbitration. Dispute resolution has moved from the New Zealand Arbitration Act 1996 to the Singapore International Arbitration Centre (SIAC) rules, while retaining Auckland, New Zealand as the seat of arbitration.
10. New general provisions. Several new clauses have been added, including a no-poaching obligation (clause 21.1), a Material Adverse Change clause enabling renegotiation or termination in response to significant regulatory or government changes (clause 21.10), a non-exclusivity clause (clause 21.11), and a clause limiting claims to MATTR directly (clause 21.9).
11. Terminology updates. "Related companies" has been replaced with "Affiliates" throughout, and "Personnel" now formally covers agents, officers, employees and contractors.

By continuing to use the Services or Materials 31 days after the effective date of these and any changes to the MATTR Customer Agreement, you agree to be bound by the modified terms.

Previous versions are available for reference, and archival purposes.

Changes posted 30 Jun 2022

MATTR updated the MATTR Customer Agreement on 30 Jun 2022.

We've updated our Customer Agreement so that it covers everything it needs to, because it's important we're all on the same page.

The changes won’t affect the way you use MATTR VII or our SDK platform. They’ll make it easier for you to understand what to expect from MATTR - and what is controlled by other parties. At a glance, here are the key changes:

1. We've made it more obvious that access is required to your Google Pay / Apple Wallet merchant credentials, to support the creation of compliant passes.
2. We've clarified that when you create Google Pay / Apple Wallet passes, you'll need to ensure they align with Google and Apple’s respective licence/developer terms. If a pass created doesn't align with those, it may mean that you are no longer upholding your end of the agreement we have together.

By continuing to use the Services or Materials 31 days after the effective date of these and any changes to the MATTR Customer Agreement, you agree to be bound by the modified terms.

Previous versions are available for reference, and archival purposes.