Legal document

Acceptable Use Policy

PALMBAY SOFTWARE LTD trading as MotoMoto App

Version2.1
Last Updated28 April 2026
Effective Date9 May 2026
Permanent URLhttps://moto-moto.app/legal/acceptable-use-policy

1. About this Policy

1.1. This Acceptable Use Policy ("Policy") sets out the rules for using the MotoMoto App website, mobile application, booking flow, in-app chat, support channels, review features, and related services (together, the "Platform").

1.2. The Platform is operated by PALMBAY SOFTWARE LTD, a company registered in England and Wales under company number 16380280, with its registered office at 20 Wenlock Road, London, N1 7GU, England ("Company," "we," "us," "our"). MotoMoto App is an unregistered trading name of PALMBAY SOFTWARE LTD.

1.3. This Policy applies to customers, Hosts, prospective users, account holders, and anyone who accesses or uses the Platform.

1.4. At launch, MotoMoto App is a controlled scooter and motorcycle rental marketplace. Customers contract with PALMBAY SOFTWARE LTD. Hosts provide vehicle availability to PALMBAY SOFTWARE LTD and receive an Agreed Rate. PALMBAY SOFTWARE LTD independently sets the customer-facing price.

2. Relationship with other terms

2.1. This Policy should be read together with:

2.2. Breach of this Policy is a breach of the applicable core agreement. For customers, this means the Renter Terms of Service. For Hosts, this means the Host Service Agreement.

2.3. If there is a conflict between this Policy and booking-specific terms or the core agreement that applies to you, the booking-specific terms and core agreement govern to the extent of the conflict.

3. General rules

3.1. You must use the Platform lawfully, honestly, respectfully, and only for its intended purposes.

3.2. You must not:

(a) misuse the Platform;

(b) bypass or interfere with identity, payment, safety, fraud, compliance, booking, deposit, or security controls;

(c) interfere with the operation, integrity, security, or availability of the Platform;

(d) use the Platform to harm, threaten, deceive, exploit, harass, or discriminate against another person;

(e) use the Platform for unlawful, fraudulent, unsafe, abusive, or misleading activity; or

(f) encourage, assist, or enable another person to breach this Policy.

4. Identity, accounts, and eligibility

4.1. You must provide accurate, current, and complete information when using the Platform.

4.2. You must not:

(a) create or use a fake account;

(b) impersonate another person, business, authority, Host, customer, employee, or representative;

(c) create multiple accounts to evade restrictions, enforcement action, payment checks, safety checks, review limits, or sanctions screening;

(d) share your account with another person unless expressly allowed by us;

(e) submit false, altered, forged, incomplete, misleading, or unauthorised documents;

(f) use another person's identity, payment method, contact details, account, licence, permit, or entitlement; or

(g) conceal information relevant to your eligibility, legal entitlement, safety risk, payment risk, sanctions status, or compliance status.

4.3. You must cooperate with identity, payment, fraud, sanctions, safety, and compliance checks. We may restrict, suspend, terminate, or refuse service where checks are incomplete, inconsistent, failed, or raise safety, fraud, sanctions, legal, or compliance concerns.

5. Driving and riding eligibility

5.1. Customers must not book, ride, drive, collect, or use a vehicle unless they hold all licences, permits, International Driving Permits, local permits, vehicle category entitlements, and other authorisations required by law in the rental location.

5.2. You must not ride or drive if you are:

(a) underage for the vehicle or location;

(b) disqualified, suspended, restricted, or otherwise not legally entitled;

(c) intoxicated or impaired by alcohol, drugs, medication, fatigue, illness, or any other condition that affects safe riding or driving;

(d) not the authorised customer or authorised additional driver or rider for the booking; or

(e) unable to comply with the law, listing restrictions, or vehicle-specific requirements.

5.3. You must not allow any unauthorised person to ride, drive, collect, control, or use the vehicle.

5.4. You must not misrepresent your experience, licence category, riding entitlement, driving entitlement, International Driving Permit status, local permit status, or intended vehicle use.

6. Scooter and motorcycle safety

6.1. For every scooter or motorcycle rental, the customer must wear an approved helmet whenever riding, and any passenger must also wear an approved helmet. This applies whether the helmet is required by local law, provided with the vehicle, required by the listing, or required by Platform rules.

6.2. A passenger is not permitted unless the listing allows a passenger and the required passenger helmet is provided.

6.3. You must not use a scooter or motorcycle:

(a) off-road, on beaches, on unsuitable roads, on tracks, or outside permitted areas unless expressly allowed in the listing;

(b) on ferries, across borders, or outside geographic limits unless expressly allowed in the listing;

(c) for racing, stunts, dangerous riding, speed testing, competitions, or demonstrations;

(d) while overloaded or carrying more passengers than legally permitted;

(e) for towing unless expressly allowed and lawful;

(f) for commercial delivery, courier work, ride-hailing, passenger transport for reward, or other commercial use unless expressly permitted and legally authorised; or

(g) for any unlawful, unsafe, or reckless purpose.

6.4. You must not tamper with, disable, remove, conceal, damage, or interfere with safety equipment, helmets, locks, number plates, odometers, tracking devices, anti-theft devices, vehicle systems, documents, or accessories.

7. Host obligations and prohibited Host conduct

7.1. Hosts must comply with the Host Service Agreement, the Vehicle Standards Document, this Policy, and all applicable laws.

7.2. Hosts must not list, provide, or hand over a vehicle that is unsafe, non-compliant, not roadworthy, materially different from the listing, subject to unresolved safety concerns, missing required documents, or not legally available for rental.

7.3. Hosts must not hand over a vehicle if the customer:

(a) appears underage;

(b) appears intoxicated or impaired;

(c) does not appear to be the person named in the booking;

(d) refuses a reasonable visual identity or driving entitlement check;

(e) does not appear to hold the required licence, permit, International Driving Permit, local permit, or entitlement; or

(f) otherwise appears not to be legally permitted to ride or drive.

7.4. Hosts must not hand over a scooter or motorcycle unless the required approved helmet or helmets are present at pickup.

7.5. Hosts must not create false listings, use fake or misleading photographs, hide defects, conceal restrictions, misstate availability, misstate vehicle condition, or fail to disclose safety-critical information.

7.6. Hosts must not provide a vehicle with expired registration, missing permits, unresolved recalls, known safety-critical defects, or documentation that is invalid, inconsistent, unverifiable, or insufficient for the vehicle or rental activity.

7.7. Hosts must not pressure, intimidate, threaten, harass, shame, retaliate against, or use community, village, workplace, family, or third-party pressure against customers.

7.8. Hosts must not use abusive collection behaviour, coercion, threats, detention of property, document holding, public shaming, or off-Platform pressure to obtain money, documents, reviews, settlements, repair payments, or admissions.

8. Payments and off-Platform conduct

8.1. All customer payments and customer charges for bookings made through the Platform must be processed through the Platform unless we expressly authorise otherwise in writing.

8.2. You must not request, offer, accept, facilitate, or make:

(a) cash payments;

(b) off-Platform payments;

(c) off-Platform deposits;

(d) passport deposits;

(e) payment card deposits;

(f) document deposits;

(g) bank transfers, wallet transfers, card payments, or other direct payments between customer and Host;

(h) direct repair, fine, cleaning, delivery, fuel, recovery, or damage payments to a Host; or

(i) any other charge outside the Platform for a Platform booking.

8.3. You must not steer, pressure, incentivise, or solicit another user to transact outside the Platform.

8.4. You must not abuse card disputes, chargebacks, refunds, credits, promotions, deposits, payouts, or payment flows.

8.5. You must not use the Platform for money laundering, sanctions evasion, fraud, bribery, corruption, tax evasion facilitation, or any suspicious payment, refund, payout, or booking pattern.

9. Documents and personal data

9.1. Hosts must not request, collect, photograph, copy, scan, upload, store, retain, or hold a customer's passport, identity document, driving licence, International Driving Permit, local permit, payment card, or other document.

9.2. Hosts may visually inspect a customer's identity document, driving licence, International Driving Permit, local permit, or other evidence of driving entitlement only where reasonably necessary to confirm identity or apparent legal entitlement to ride or drive.

9.3. Visual inspection must not involve copying, photographing, scanning, uploading, storing, retaining, or sharing the document.

9.4. You must not publish, share, sell, misuse, or disclose another user's personal data, contact details, documents, location, messages, screenshots, photographs, booking information, payment information, or private information outside authorised Platform purposes.

9.5. You must not dox another person, publish contact details, reveal private addresses, identify a home location, share document images, or misuse screenshots or messages.

10. Tracking, surveillance, and monitoring

10.1. Hosts must disclose to the Company and the customer before rental any GPS tracker, AirTag, dashcam, immobiliser, telematics device, anti-theft device, audio or video recording device, or similar monitoring technology installed in or on a vehicle.

10.2. Hidden tracking and undisclosed recording are prohibited.

10.3. Hosts must not use tracking, monitoring, recording, or location data to follow, harass, intimidate, contact, monitor, pressure, shame, or retaliate against a customer.

10.4. Tracking or monitoring technology may be used only for legitimate purposes such as vehicle security, recovery, legal compliance, safety, incident handling, or dispute resolution, and only where lawful and properly disclosed.

10.5. Interior recording is prohibited at launch unless expressly approved by the Company, lawful, and separately disclosed to the customer before rental.

11. Communications and behaviour

11.1. Host and customer communication must take place through the Platform's in-app chat unless the Company expressly permits another method for safety, emergency, or operational reasons.

11.2. You must not use Platform communications, support channels, reviews, or external communications to:

(a) harass, threaten, intimidate, stalk, abuse, shame, or coerce another person;

(b) use hate speech or discriminatory language;

(c) make sexual comments, sexual requests, or send sexual content;

(d) threaten violence, property damage, public exposure, police reports, immigration consequences, employment consequences, community pressure, or legal action in bad faith;

(e) extort money, documents, admissions, reviews, settlements, or off-Platform payments;

(f) retaliate for complaints, reviews, chargebacks, safety reports, or cooperation with an investigation;

(g) spam, solicit, advertise, or market unrelated services;

(h) send phishing messages, scams, malware, harmful links, or social engineering content; or

(i) encourage unsafe, illegal, or prohibited activity.

12. Reviews and content

12.1. Reviews and user content must comply with the Review Guidelines at https://moto-moto.app/legal/review-guidelines.

12.2. You must not post, submit, upload, or send:

(a) fake, paid, manipulated, coerced, or incentivised reviews;

(b) threats or retaliation in reviews;

(c) private information, document information, contact details, payment information, or identifying information about another person;

(d) discriminatory, hateful, defamatory, obscene, violent, illegal, abusive, or harassing content;

(e) content encouraging unsafe riding, unsafe driving, unlawful use, or prohibited vehicle use;

(f) spam, advertising, off-Platform solicitation, or irrelevant promotional content;

(g) content that infringes intellectual property or privacy rights; or

(h) content designed to manipulate ratings, listing order, quality monitoring, or enforcement outcomes.

13. Technical misuse

13.1. You must not:

(a) scrape, crawl, harvest, copy, or rebuild Platform data without permission;

(b) use bots, automated scripts, credential stuffing, brute forcing, or unauthorised automation;

(c) probe, scan, test, exploit, or bypass Platform security except as permitted by the Security and Responsible Disclosure Policy;

(d) reverse engineer, decompile, modify, or interfere with the Platform, app, API, or systems;

(e) upload or transmit malware, spyware, ransomware, worms, viruses, or harmful code;

(f) conduct denial-of-service attacks or overload Platform systems;

(g) access, attempt to access, modify, delete, intercept, or exfiltrate data or accounts you are not authorised to access;

(h) bypass rate limits, authentication, payment gates, identity checks, booking controls, risk checks, or safety controls; or

(i) interfere with payments, payouts, deposits, identity verification, vehicle operations, bookings, safety systems, or support systems.

13.2. Security researchers must follow the Security and Responsible Disclosure Policy at https://moto-moto.app/legal/security.

14. Fraud, sanctions, and compliance

14.1. You must not use the Platform if doing so would breach sanctions, anti-money laundering, counter-terrorist financing, anti-bribery, fraud, tax, consumer protection, road safety, vehicle rental, data protection, or other applicable laws.

14.2. You must not:

(a) evade screening, monitoring, verification, sanctions checks, fraud controls, or compliance reviews;

(b) provide false beneficial ownership, identity, address, location, payment, payout, tax, bank, vehicle, permit, or insurance information;

(c) use another person's payment method, bank account, identity, account, or documents without authorisation;

(d) create suspicious booking, cancellation, refund, payment, or payout patterns;

(e) use the Platform to test payment cards or launder funds;

(f) manipulate payouts, Agreed Rates, refunds, fees, deposits, fines, claims, or damage processes; or

(g) facilitate tax evasion, bribery, corruption, fraud, sanctions evasion, or other financial crime.

14.3. We may restrict, suspend, delay payouts, cancel bookings, block transactions, refuse service, preserve evidence, or report to authorities where required or reasonably necessary for sanctions, fraud, safety, legal, or compliance reasons.

15. Enforcement

15.1. Depending on the severity, evidence, urgency, and risk, we may:

(a) issue a warning;

(b) remove, hide, restrict, or moderate content;

(c) restrict features;

(d) cancel or refuse bookings;

(e) suspend or remove listings;

(f) delay, withhold, set off, or review payouts where permitted by the applicable agreement and law;

(g) suspend or terminate accounts;

(h) block users, devices, payment methods, or identifiers where permitted;

(i) preserve evidence and logs;

(j) report conduct to law enforcement, regulators, payment providers, safety authorities, or other relevant bodies where appropriate; and

(k) take legal action or seek recovery of losses.

15.2. Where practical, enforcement will be proportionate to the seriousness and risk of the breach.

15.3. Serious safety, fraud, sanctions, violence, threats, hidden tracking, undisclosed recording, document misuse, off-Platform payments, unlawful conduct, or attempts to interfere with the Platform may result in immediate action without prior notice.

15.4. We may take temporary action while investigating, including temporary restrictions, listing suspension, payout review, booking cancellation, or content restriction.

16. Appeals and complaints

16.1. You may contact support if you believe enforcement action was taken in error.

16.2. You may also use the Complaints Procedure at https://moto-moto.app/legal/complaints.

16.3. Appeals and complaints do not suspend urgent safety, fraud, sanctions, legal, payment, or compliance actions unless we decide otherwise.

16.4. We may decline to provide detailed reasons where doing so would compromise security, fraud prevention, sanctions compliance, safety, investigation integrity, or legal obligations.

17. Changes

17.1. We may update this Policy from time to time.

17.2. Material changes will be notified through the Platform, by email, or by publication on the Website where appropriate.

17.3. Where permitted by applicable law, continued use of the Platform after the effective date of an updated Policy means you accept the updated Policy. For material changes that require affirmative acceptance, we may ask you to accept the updated Policy before continuing to use relevant Platform features.

18. Contact

Support: support@moto-moto.app Legal / compliance: legal@moto-moto.app Security: security@moto-moto.app Privacy Contact: privacy@moto-moto.app Urgent rental issues: +44 7700 182876 and support@moto-moto.app

END OF ACCEPTABLE USE POLICY