Public Complaints Procedure

1. Purpose

We want to know if something goes wrong. This Public Complaints Procedure explains how customers, Hosts, and other MotoMoto App users can raise complaints and how PALMBAY SOFTWARE LTD will handle them.

MotoMoto App is an unregistered trading name of 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.

Raising a complaint is free. We will not penalise you for making a genuine complaint. Nothing in this Procedure limits your statutory rights or any mandatory rights available under applicable law.

2. Who can complain

Any customer, Host, account holder, prospective user, or other person directly affected by MotoMoto App may raise a complaint.

You may complain on behalf of someone else if you have their permission or lawful authority to do so. We may need evidence of that authority before discussing another person's account or personal data.

3. What you can complain about

A complaint may relate to any aspect of MotoMoto App, including:

(a) a booking or rental;

(b) cancellation or refund handling;

(c) vehicle condition or safety;

(d) charges, deposits, fees, fines, or billing;

(e) damage handling or evidence review;

(f) Host conduct;

(g) customer conduct;

(h) customer service;

(i) personal data handling;

(j) safety or trust concerns;

(k) app, Website, account, payment, or service issues; or

(l) any other concern about the Platform.

4. How to raise a complaint

You can raise a complaint through any of the following channels.

If your issue involves immediate danger, injury, accident, crime, threat, or unsafe situation, contact local emergency services first where appropriate, then contact us.

5. What to include

To help us investigate quickly, please include:

(a) your name;

(b) your account email;

(c) your booking ID, if applicable;

(d) a clear description of what happened;

(e) the date, time, and location where relevant;

(f) what outcome you are seeking;

(g) any relevant evidence, such as photos, messages, receipts, screenshots, police reports, repair estimates, or payment records; and

(h) whether the matter is urgent or involves safety, legal, privacy, or security concerns.

If information is missing, we may ask you to provide more details.

6. What happens after you complain

6.1 Acknowledgment

We aim to acknowledge complaints within 2 business days of receipt.

The acknowledgment may confirm:

(a) that we have received the complaint;

(b) the complaint reference, where available;

(c) what information we need from you, if anything; and

(d) the next step in the process.

6.2 Investigation

We may review:

(a) booking records;

(b) Platform messages;

(c) pickup and return photographs;

(d) payment and refund records;

(e) app or Website logs;

(f) Host documentation;

(g) customer communications;

(h) damage estimates, invoices, or repair evidence;

(i) police reports or authority notices where available; and

(j) any other relevant evidence.

We may also contact the other party involved in a rental, such as the Host or customer, where needed for a fair investigation.

6.3 Target response timeframe

We aim to provide a response within 14 business days.

If we need more time because the matter is complex, evidence is incomplete, a third party has not responded, or a safety, legal, payment, privacy, or compliance issue requires further review, we will explain why and provide updates at least every 7 business days while the complaint remains open.

6.4 Outcome

Our response may include:

(a) a summary of the complaint;

(b) what we investigated;

(c) our findings;

(d) the outcome;

(e) any remedy or action we will take; and

(f) how to request escalation if you are not satisfied.

Possible outcomes may include:

(a) full or partial refund;

(b) credit where available and accepted by you;

(c) apology;

(d) correction of an error;

(e) process improvement;

(f) warning, restriction, suspension, or other action against a user where justified;

(g) no action where the complaint is not substantiated; or

(h) another proportionate outcome based on the evidence.

7. Escalation if you are not satisfied

If you are not satisfied with our response, you may reply and request escalation.

Escalation email: legal@moto-moto.app

Where reasonably practicable, an escalated complaint will be reviewed by a person who was not the original handler. Where this is not practicable because of the size of our team, we will still carry out a fresh review of the evidence and reasoning, and may seek external legal, compliance, or specialist input where appropriate.

We aim to respond to escalated complaints within 14 business days. The escalation review may uphold the original outcome, change the outcome, request more evidence, or refer the matter for legal, privacy, security, or compliance review.

8. External options

Where available under applicable law, you may use an applicable court process, regulator, consumer protection authority, or alternative dispute resolution body.

For data protection complaints, you may contact:

(a) United Kingdom: Information Commissioner's Office;

(b) European Union / European Economic Area: your local data protection authority; or

(c) Indonesia: Kominfo or its successor authority responsible for personal data protection.

For payment disputes, you may contact your card issuer. We encourage you to try direct resolution with us first, because direct resolution is often faster and less disruptive.

For Host commercial disputes, the dispute resolution process in the Host Service Agreement applies.

9. Our commitments

We commit to:

(a) treating genuine complaints seriously;

(b) investigating fairly and proportionately;

(c) not penalising you for raising a complaint;

(d) considering evidence from all relevant parties;

(e) protecting personal data during complaint handling;

(f) explaining our outcome in clear language;

(g) escalating safety, privacy, security, fraud, sanctions, or legal issues to the appropriate internal contact; and

(h) using complaints to improve the Platform.

10. Privacy and confidentiality

We process complaint information in accordance with our Privacy Policy at https://moto-moto.app/legal/privacy-policy.

We may share complaint information with Hosts, customers, service providers, legal advisers, payment providers, authorities, or other parties where necessary to investigate the complaint, comply with law, protect safety, resolve a dispute, prevent fraud, or defend legal claims.

We will not disclose more information than is reasonably necessary for the relevant purpose.

11. Complaint statistics

We may publish complaint statistics in the future where appropriate. Any published statistics will be aggregated or anonymised unless otherwise lawful and appropriate.

12. Contact

Support and complaints: support@moto-moto.app

Urgent rental issues: +44 7700 182876 and support@moto-moto.app

Escalation, legal, and compliance: legal@moto-moto.app

Privacy: privacy@moto-moto.app

Security: security@moto-moto.app

Post: PALMBAY SOFTWARE LTD, 20 Wenlock Road, London, N1 7GU, England, marked “Complaints”

END OF PUBLIC COMPLAINTS PROCEDURE