1. Who we are
1.1. These Terms of Service ("Terms") govern your use of the MotoMoto App mobile application and website at https://moto-moto.app/ (together, the "Platform") and all vehicle rental services booked through it.
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. When you book a vehicle through the Platform, you enter into a rental agreement with us. We are the provider and seller of the rental service. Your payment statement may show "MotoMoto App", "PALMBAY SOFTWARE LTD", or a similar descriptor.
1.4. Vehicles are supplied to us by a network of independent vehicle owners and operators ("Hosts"). Hosts are not parties to your rental contract, are not our employees, and are not our agents.
1.5. By using the Platform or making a booking, you accept these Terms, our Privacy Policy at https://moto-moto.app/legal/privacy-policy, our Cookie and Tracking Technologies Policy at https://moto-moto.app/legal/cookies, our Acceptable Use Policy at https://moto-moto.app/legal/acceptable-use-policy, the Review Guidelines at https://moto-moto.app/legal/review-guidelines, the Complaints Procedure at https://moto-moto.app/legal/complaints, and any other terms shown to you at checkout.
1.6. These Terms are written for a controlled launch of MotoMoto App. Where a feature, payment method, vehicle category, deposit, or operational process is not shown in the Platform or at checkout, it does not apply to your booking.
2. Eligibility
2.1. By using the Platform, creating an account, or making a booking, you confirm that you:
(a) are at least 18 years old;
(b) hold, and will continue to hold throughout each rental, all driving licence, International Driving Permit, local permit, vehicle category entitlement, and other authorisation required by law in the jurisdiction where you will use the vehicle;
(c) understand that, for scooters and motorcycles, you are responsible for ensuring that your licence, International Driving Permit, local licence, permit, or other entitlement permits you to ride that category of vehicle in the rental location;
(d) have the legal capacity to enter binding agreements under the law of your country of residence;
(e) will provide accurate, complete, and current information during registration, verification, booking, pickup, rental, return, and any dispute or incident process;
(f) have not previously been suspended or removed from the Platform;
(g) are not listed on any applicable sanctions list, including UK, US, EU, or UN sanctions lists; and
(h) are not the subject of any outstanding criminal charge, conviction, restriction, disqualification, or legal prohibition that materially affects your ability to ride or drive lawfully.
2.2. You must be at least 18 years old to create an account and make a booking. Some vehicles, locations, insurance arrangements, risk checks, legal requirements, or future vehicle categories may require a higher minimum age or additional eligibility requirements, which will be shown before booking where applicable.
2.3. Identity verification. We use Stripe Identity for identity verification. Verification may include identity document checks, selfie matching, liveness checks, and related fraud prevention or compliance checks. We may use additional or alternative verification tools where necessary to verify identity, fraud risk, safety risk, sanctions compliance, or legal compliance.
2.4. Driving licence and entitlement at launch. At launch, the Platform does not require users to upload driving licence images by default. Before booking, you must self-certify that you hold the driving licence, International Driving Permit, local permit, vehicle category entitlement, and any other authorisation required by law in the rental location.
2.5. Indonesia scooter and motorcycle warning. For scooter and motorcycle bookings in Indonesia, foreign riders may be required to hold a valid national driving licence and an International Driving Permit or local licence covering motorcycles. Police enforcement and local interpretation may vary. You are responsible for checking and complying with the legal requirements that apply to you before riding.
2.6. We may request driving licence evidence, International Driving Permit evidence, local permit evidence, or other proof of entitlement before, during, or after a booking where reasonably necessary for fraud prevention, safety, dispute resolution, claims handling, legal compliance, insurance or claims administration, or where we have reason to believe that you may not be legally permitted to ride or drive.
2.7. We may cancel bookings, restrict vehicle categories, suspend accounts, refuse service, or require additional verification if we have reason to believe that you are not legally permitted to ride or drive, cannot satisfy eligibility requirements, or present a safety, fraud, sanctions, payment, insurance, or platform integrity risk.
2.8. Failure to provide requested verification or eligibility information within a reasonable time may result in your account being restricted, suspended, terminated, or a booking being declined or cancelled.
2.9. Age verification and minors.
(a) You confirm you are at least 18 years old at the time of account creation, regardless of the minimum driving age in any jurisdiction.
(b) If we have reasonable grounds to believe you are under 18, we may restrict your account and request documentary proof of age.
(c) If we discover that a user is under 18, we will close the account, cancel and refund active bookings where required, and handle personal data in accordance with our Privacy Policy, retaining only the minimum records needed for legal, safety, fraud prevention, sanctions compliance, dispute resolution, chargeback, and evidential purposes.
3. Our service
3.1. We provide vehicle rental services using our Host network. Your contract for each rental is with us, not with the Host.
3.2. At launch, vehicles available through the Platform may be limited to scooters and motorcycles in selected locations. We may add other vehicle categories, including cars, at a later date. Additional eligibility, deposit, insurance, or licence requirements may apply to specific vehicle categories and will be shown before booking.
3.3. We vet Hosts and vehicles in accordance with our published standards, including verification of Host identity and review of vehicle documentation where required. However, we do not physically inspect every vehicle before every rental. Our service is provided with reasonable care and skill, as required by the Consumer Rights Act 2015.
3.4. If our service does not meet the standard of reasonable care and skill, or if information we have provided about a vehicle is materially inaccurate, you may be entitled to a remedy under applicable consumer law, including repeat performance, a price reduction, or termination where appropriate. Nothing in these Terms limits your mandatory statutory rights.
3.5. Vehicle substitution. In rare circumstances we may need to substitute your booked vehicle with a comparable vehicle from another Host, for example if the original vehicle becomes unavailable, unsafe, or non-compliant. Where no suitable alternative is available, you may cancel for a full refund.
3.6. MotoMoto App does not provide motor insurance, personal accident insurance, travel insurance, or third-party liability insurance unless expressly stated for your booking. You are responsible for checking whether you are legally permitted and appropriately insured to ride or drive in the rental location.
3.7. Host-provided insurance, where available, may be limited and may not cover all damage, injury, theft, loss, or third-party claims. Nothing in these Terms limits our legal responsibility to provide our service with reasonable care and skill.
4. Your account
4.1. You must create an account to make bookings. You are responsible for all activity under your account and must keep your login credentials confidential.
4.2. Notify us immediately at support@moto-moto.app if you suspect unauthorised access to your account.
4.3. Accounts are personal and non-transferable. You may not share your account with any other person. One account per person is permitted unless we expressly approve otherwise.
4.4. We may suspend or restrict your account immediately if we have reasonable grounds to suspect fraud, a security breach, a violation of these Terms, a sanctions or financial crime concern, a safety issue, or a risk to the Platform, Hosts, users, or third parties.
4.5. Account deletion. You may request account deletion through the Platform where available or by contacting support@moto-moto.app.
4.6. When you request account deletion, we will delete or anonymise your personal data within 30 days, except for records that we are required or permitted to retain for legal, tax, accounting, fraud prevention, sanctions compliance, safety, dispute resolution, chargeback, or legal claims purposes. Any retained records will be limited to what is reasonably necessary and kept only for the minimum period required or permitted for the relevant purpose.
4.7. Pending bookings may need to be completed, cancelled, refunded, or retained in our records before account deletion can be fully processed.
5. Bookings
5.1 Making a booking
5.1.1. A booking request is an offer to rent on the terms displayed in the Platform. A binding agreement is formed only when we send you a booking confirmation by email or in-app notification.
5.1.2. We may decline any booking at our discretion where permitted by law, including for availability, eligibility, verification, fraud prevention, sanctions, safety, payment, vehicle documentation, or operational reasons.
5.1.3. The booking confirmation will identify the rental period, vehicle, pickup and return arrangements, price, applicable cancellation policy, any deposit if required, and any additional terms shown at checkout.
5.2 Pricing and fees
5.2.1. The total price displayed before you confirm includes the rental fee, service fees, delivery fees where applicable, and applicable taxes where charged through the Platform.
5.2.2. Additional charges may arise during or after a rental only where disclosed in these Terms, shown at checkout, stated in the listing, or supported by evidence. Hosts cannot create or collect their own fees outside the Platform.
5.2.3. The following charge schedule applies unless a different amount or method is shown at checkout:
(a) Late return: a pro-rated hourly charge based on 1/24 of the daily rental price for each started hour late. If disclosed at checkout, an administration fee of EUR 10 equivalent may apply where the return is more than 30 minutes late.
(b) Traffic fines and penalties: the actual amount charged by the authority, plus an administration fee of EUR 10 equivalent per notice.
(c) Tolls and parking: actual documented cost.
(d) Fuel or charge shortfall: actual documented cost to restore the vehicle to the pickup level, plus an administration fee of up to EUR 5 equivalent where disclosed.
(e) Cleaning: normal cleaning is included. Excessive cleaning may be charged at actual documented cost. Hosts cannot charge arbitrary cleaning fees.
(f) Smoking or strong odour remediation: actual documented remediation cost where smoking or contamination occurs.
(g) Lost keys or access devices: actual replacement or reprogramming cost, supported by invoice, receipt, or reasonable estimate.
(h) Vehicle recovery: actual documented recovery cost where recovery is required due to your breach, late return, abandonment, or failure to cooperate.
5.2.4. Reference amounts stated in EUR may be converted into the booking currency shown at checkout.
5.2.5. No charge will be applied unless it is disclosed in the listing, shown at checkout, permitted in these Terms, required by law, or supported by evidence.
5.3 Payment
5.3.1. All customer payments are processed through Stripe. We accept the payment methods displayed at checkout. Apple Pay and Google Pay may be supported where available. We do not accept cash payments or customer bank transfers for bookings.
5.3.2. By booking, you authorise us and Stripe to charge your payment method for the total price and for additional charges that arise under these Terms.
5.3.3. You must not pay a Host directly in cash, by bank transfer, by card, by wallet transfer, or by any other off-Platform method for a booking made through the Platform. Hosts are not authorised to collect rental payments, deposits, passport deposits, or additional charges outside the Platform. If a Host asks you to pay outside the Platform, contact us before making any payment.
5.3.4. Different dispute windows apply depending on the type of charge:
(a) Routine post-rental charges such as tolls, fuel shortfall, late return, and minor cleaning: we will notify you and provide 48 hours to dispute before processing where reasonably practicable.
(b) Damage charges: we will notify you with evidence and provide 7 days to dispute before processing, except where the damage and amount are unambiguous and the amount does not exceed any applicable security deposit.
(c) Traffic fines and penalties forwarded from authorities: we may process these on receipt and notify you; you may dispute the underlying fine with the issuing authority directly.
5.4 Security deposit
5.4.1. We may require a security deposit for some bookings. A deposit is not required by default for scooter or motorcycle rentals unless shown at checkout. If a deposit applies, the amount, currency, and hold period will be shown clearly before you confirm your booking.
5.4.2. Deposits are risk-based and may depend on the vehicle type, booking value, rental duration, location, user history, verification status, and other risk factors. Deposits are collected as a pre-authorisation hold or other payment method supported by Stripe.
5.4.3. The deposit hold will usually be released within 7 business days after the vehicle is returned and inspected. In some cases, including where a damage claim, fine, chargeback risk, manual review, or dispute is pending, release may take up to 14 business days or longer where reasonably necessary to resolve the issue.
5.4.4. We may deduct from a deposit only for documented charges permitted under these Terms, including damage, late return, traffic fines, tolls, parking charges, recovery costs, or other charges disclosed before booking or supported by evidence.
5.4.5. You may dispute any deduction by contacting support@moto-moto.app within 14 days of notification. Disputed amounts will be reviewed under our complaints procedure.
5.5 Passport, identity document, licence, and card handling
5.5.1. Hosts must not request, collect, photograph, copy, scan, upload, store, retain, or hold your passport, identity document, driving licence, International Driving Permit, local permit, payment card, or any other document as security, deposit, leverage, or collateral.
5.5.2. A Host may visually inspect your identity document, driving licence, International Driving Permit, local permit, or other driving entitlement at pickup only where reasonably necessary to confirm your identity or apparent legal riding or driving entitlement.
5.5.3. The Host must not copy, photograph, scan, upload, store, retain, share, or hold the document unless required by law and expressly approved by us.
5.5.4. If a Host asks to keep, copy, photograph, scan, upload, store, retain, or hold your passport, identity document, driving licence, International Driving Permit, local permit, payment card, or other document, you should refuse and contact us immediately.
5.6 Communication with Hosts
5.6.1. Communication between customers and Hosts must take place through the Platform's in-app chat, except where we expressly permit another method for safety, emergency, or operational reasons.
5.6.2. Hosts are not authorised to contact you outside the Platform to request payment, deposits, documents, off-Platform bookings, or any other arrangement that bypasses the Platform.
5.7 Host-installed tracking and monitoring technologies
5.7.1. Some vehicles may contain Host-installed GPS trackers, AirTags, dashcams, immobilisers, telematics devices, anti-theft devices, or similar monitoring technologies. These technologies are allowed only if disclosed to us and to you before the rental starts.
5.7.2. Hidden or undisclosed tracking is prohibited.
5.7.3. Hosts must not use tracking or monitoring technology or related data to follow, harass, intimidate, contact, or monitor you outside legitimate purposes such as vehicle security, recovery, legal compliance, safety, or dispute resolution.
5.7.4. If you believe a vehicle contains undisclosed tracking or monitoring technology, or that a Host is misusing tracking data, contact support@moto-moto.app and security@moto-moto.app.
5.8 Currency
5.8.1. Prices are displayed in the currency shown at checkout. Your bank, card provider, wallet provider, or payment method provider may apply exchange rate markups or conversion fees over which we have no control.
5.8.2. We are not responsible for any difference between the displayed amount and the amount charged by your provider due to currency conversion, card fees, foreign exchange fees, or similar charges.
6. Cancellations and refunds
6.1 Your cancellations
6.1.1. At launch, bookings use a Flexible cancellation policy unless a different policy is shown before booking.
6.1.2. Flexible cancellation: you receive a full refund if you cancel at least 24 hours before the rental start time.
6.1.3. If you cancel less than 24 hours before the rental start time, the amount refundable, if any, will be shown at checkout and in your booking confirmation.
6.1.4. Service fees may be non-refundable after 48 hours from booking confirmation, but only where this is clearly disclosed before you confirm your booking.
6.2 Cancellations by us
6.2.1. If we cancel a confirmed booking, including due to Host unavailability, vehicle failure, safety concerns, or regulatory issues, you will receive a full refund of all amounts paid for that booking.
6.2.2. We may offer a comparable alternative vehicle, but we do not guarantee that an alternative will be available.
6.2.3. If you accept an alternative vehicle, the price, pickup arrangements, and any changed terms will be shown before you accept the replacement.
6.3 Force majeure
6.3.1. Neither party shall be liable for failure to perform due to events beyond reasonable control, including natural disasters, volcanic eruptions, pandemics, government restrictions, war, civil unrest, extreme weather, infrastructure failure, local transport disruption, or platform outage caused by factors outside reasonable control ("Force Majeure Event").
6.3.2. If a Force Majeure Event prevents the rental from taking place, the booking may be cancelled and you will receive a full refund or, where offered and accepted by you, a credit for future use.
6.3.3. Neither party will owe the other compensation beyond the refund unless required by applicable law.
6.4 Refund processing
6.4.1. Refunds are returned to your original payment method unless Stripe or applicable law requires another method.
6.4.2. Refund processing typically takes 5 to 10 business days after refund initiation, depending on your payment provider. We will confirm refund initiation by email or in-app message where reasonably practicable.
7. Your obligations
7.1 General obligations during the rental period
7.1.1. You agree to:
(a) use the vehicle only for lawful purposes, in compliance with all traffic laws, road regulations, helmet laws, licence requirements, permit requirements, and local rules in the jurisdiction where the vehicle is located;
(b) not allow any unauthorised person to ride or drive the vehicle. Additional drivers or riders must be registered through the Platform before the rental starts where this feature is available;
(c) return the vehicle at the agreed time, date, and location in the condition in which you received it, subject to normal wear and tear;
(d) immediately report any accident, damage, breakdown, theft, unsafe condition, undisclosed tracker, dispute, threat, or unsafe situation to us via the in-app feature where available, or by contacting support@moto-moto.app and +44 7700 182876 where urgent;
(e) contact local emergency services first where there is immediate danger, injury, threat, or a road traffic incident requiring local assistance, then contact us at +44 7700 182876 and support@moto-moto.app;
(f) not smoke in or on the vehicle unless expressly permitted in the listing;
(g) not use the vehicle for racing, stunts, towing, off-road riding, beach riding, ride-hailing, delivery services, transporting hazardous materials, carrying unlawful goods, or any illegal purpose;
(h) pay all tolls, parking fees, traffic fines, penalties, helmet violations, licensing violations, and other charges incurred during the rental period;
(i) return the vehicle with the same fuel or charge level as at pickup, unless a different policy is shown in the listing;
(j) comply with any additional vehicle-specific rules stated in the listing;
(k) treat the vehicle, Host, Company staff, and third parties respectfully. Harassment, threats, violence, or discrimination may result in immediate account termination;
(l) participate in the pickup and return inspection process, including review of photographic evidence of the vehicle's condition;
(m) not carry more passengers than the vehicle is designed or legally permitted to carry; and
(n) not ride or drive outside permitted areas unless expressly allowed in the listing.
7.2 Scooter and motorcycle safety obligations
7.2.1. For scooter and motorcycle rentals, the Host must provide approved helmet(s). One approved helmet is required for rider-only rentals. If a passenger is permitted, the Host must provide two approved helmets: one for the rider and one for the passenger.
7.2.2. Each required helmet must be SNI, ECE, DOT, or otherwise Company-approved, undamaged, reasonably clean, functioning, and available at pickup.
7.2.3. You must not begin a scooter or motorcycle rental if required helmet(s) are not provided. If required helmet(s) are not provided, you must not start the rental and must contact MotoMoto App immediately.
7.2.4. You must wear an approved helmet where required by law or where provided with the vehicle.
7.2.5. You must ensure that any passenger wears an approved helmet where required by law or where a passenger helmet is provided.
7.2.6. If you ride without a helmet, or allow a passenger to ride without a helmet, you are responsible for fines, penalties, injury consequences, insurance issues, and related losses to the fullest extent permitted by law.
7.3 Late returns
7.3.1. If you return the vehicle after the agreed return time, you may be charged for the additional rental period used and any documented operational costs caused by the delay.
7.3.2. The late return charge is calculated as stated in Section 5.2 unless a different method is shown at checkout.
7.3.3. This fee reflects the continued use of the vehicle, the cost of compensating or rebooking any later customer affected by the delay, and the administrative cost of managing the late return.
7.3.4. We will not charge more than the loss and administrative cost we reasonably incur if you can show that the calculated charge is materially higher than that amount.
7.3.5. Where lateness exceeds 12 hours without prior agreement, we may treat the vehicle as unreturned and take steps to recover it, including contacting you, the Host, local authorities, recovery providers, or legal advisers where appropriate. You remain liable for the rental charge and documented recovery costs until the vehicle is returned or recovered.
8. Damage and liability
8.1 Vehicle inspection
8.1.1. The vehicle should be photographed and documented at pickup and return. You may be asked to confirm the pickup condition through the Platform.
8.1.2. If you identify pre-existing damage or a safety issue at pickup, you must report it through the Platform before riding or driving the vehicle, or as soon as safely possible.
8.1.3. If you do not confirm or dispute the condition record within 1 hour of pickup, the recorded condition at pickup may be treated as accepted unless you can show a good reason for the delay.
8.2 Your liability for damage
8.2.1. You are responsible for damage to the vehicle occurring during your rental period that was not documented in the pickup inspection, except to the extent caused by the Host, us, normal wear and tear, or matters outside your reasonable control.
8.2.2. We may charge your payment method for:
(a) the reasonable cost of repairs, supported by itemised estimates, invoices, receipts, or professional assessment;
(b) replacement parts at fair market value;
(c) diminished value, where supported by a professional assessment and permitted by law;
(d) actual lost rental income during the repair period, where reasonably evidenced and caused by the damage. This is capped at 14 days unless applicable law allows otherwise; and
(e) recovery, storage, assessment, or administration costs where reasonably incurred and supported by evidence.
8.2.3. You are not responsible for ordinary wear and tear, pre-existing damage documented at pickup, or damage caused by a vehicle defect that was not reasonably detectable by you and was not caused or worsened by your conduct.
8.3 Damage dispute process
8.3.1. Before charging your payment method for damage, we will usually:
(a) notify you of the claimed damage with photographic or other evidence;
(b) provide an itemised cost breakdown; and
(c) give you 7 days to respond.
8.3.2. If you dispute the claim, it will be reviewed under our complaints procedure. We will not charge the disputed amount until the dispute is resolved, unless the evidence of damage is unambiguous and the amount does not exceed any applicable security deposit.
8.4 Accidents
8.4.1. In the event of an accident, you must:
(a) ensure the safety of all persons;
(b) contact local emergency services where necessary;
(c) not admit fault or liability;
(d) collect details of any other parties involved where safe and lawful;
(e) photograph the scene, vehicles involved, road conditions, and any relevant damage where safe and lawful;
(f) obtain a police report where required by local law; and
(g) notify us within 12 hours via the in-app feature where available, or by contacting +44 7700 182876 and support@moto-moto.app.
8.4.2. If you are involved in an accident, dispute, threat, or unsafe situation, contact local emergency services first where appropriate, then contact us at +44 7700 182876 and support@moto-moto.app.
8.4.3. Failure to follow these steps may increase your liability where the failure causes or worsens loss, prevents recovery, or prejudices an investigation.
8.5 Traffic violations
8.5.1. You are liable for all fines, penalties, and charges arising from your conduct during the rental, including speeding, parking, toll, helmet, licensing, and road traffic violations.
8.5.2. We may charge your payment method for these amounts plus any administration fee permitted under Section 5.2.
8.5.3. You authorise us to provide your details to relevant authorities where required or permitted by law.
9. Protection plans
9.1. We do not offer Protection Plans at launch.
9.2. We may offer optional protection plans for certain bookings in the future. If a protection plan is available for your booking, the applicable price, limits, exclusions, remaining liability, and terms will be shown at checkout before you purchase it.
9.3. Unless a protection plan is expressly shown and purchased at checkout, no protection plan applies to your booking.
10. Reviews
10.1. You may leave a review after a completed rental. Reviews must be honest, accurate, relevant, respectful, and based on genuine experience.
10.2. We reserve the right to remove reviews that are fraudulent, contain personal information, are abusive or discriminatory, violate the law, or violate these Terms.
10.3. We do not edit the substance of reviews but may remove or redact content that violates the Review Guidelines at https://moto-moto.app/legal/review-guidelines.
11. Prohibited conduct
11.1. You must not:
(a) provide false or misleading information;
(b) use the Platform for unlawful, unsafe, or fraudulent purposes;
(c) attempt to transact directly with a Host outside the Platform;
(d) pay or offer to pay a Host outside the Platform;
(e) harass, threaten, stalk, intimidate, or discriminate against any person;
(f) interfere with or disrupt the Platform or its infrastructure;
(g) use automated means such as bots, scrapers, or crawlers to access the Platform except where expressly permitted;
(h) create multiple accounts;
(i) use another person's account or payment method without authorisation;
(j) upload malicious content or material that infringes third-party rights;
(k) request, share, copy, or misuse another user's identity documents or payment details;
(l) bypass identity verification, payment, safety, or compliance checks; or
(m) violate any applicable law or regulation.
11.2. Violation may result in account restriction, suspension, termination, cancellation of bookings, withholding of pending refunds where legally permitted, recovery of losses, and reporting to relevant authorities.
12. Limitation of liability
12.1 Our statutory obligations
12.1.1. As the provider of a service, we are required by the Consumer Rights Act 2015 to perform the service with reasonable care and skill. Nothing in these Terms limits or excludes that obligation.
12.2 What we do not exclude
12.2.1. Nothing in these Terms excludes or limits our liability for:
(a) death or personal injury caused by our negligence;
(b) fraud or fraudulent misrepresentation;
(c) breach of your statutory rights under the Consumer Rights Act 2015 or other mandatory consumer laws;
(d) any liability that cannot be excluded or limited under applicable law; or
(e) refunds of amounts you have paid us where we have failed to deliver the service and a refund is required by law or these Terms.
12.3 Our aggregate liability
12.3.1. Subject to Sections 12.1 and 12.2, our total aggregate liability for any claim arising from a specific booking will not exceed the greater of:
(a) the total amount paid for that booking plus GBP 5,000; or
(b) GBP 10,000.
12.3.2. For claims that do not arise from a specific booking, including Platform errors affecting your account generally, our total aggregate liability will not exceed the total fees paid by you to us in the 12 months before the claim, subject to a minimum of GBP 2,000 and a maximum of GBP 25,000.
12.3.3. The limits in this Section 12.3 do not apply to any liability that cannot lawfully be limited or excluded, including the matters listed in Section 12.2.
12.4 Indirect loss
12.4.1. Subject to Sections 12.1 and 12.2, we are not liable for indirect, incidental, special, consequential, punitive, or exemplary damages.
12.5 Vehicle condition
12.5.1. We require Hosts to maintain vehicles to our published standards. However, we do not physically inspect every vehicle before every rental.
12.5.2. If a vehicle appears unsafe, materially different from the listing, or legally non-compliant, you should refuse to take delivery and contact us immediately for support, a refund, or an alternative arrangement where available.
12.6 Time limit
12.6.1. Any claim arising from a booking should be notified to us as soon as reasonably practicable and, where possible, within 12 months of you becoming aware of the issue. This does not reduce any mandatory limitation period or consumer right that applies under law.
13. Governing law and disputes
13.1. These Terms are governed by the laws of England and Wales.
13.2. If you are a consumer resident outside England and Wales, you may also benefit from mandatory consumer protections in your country of residence, and nothing in these Terms deprives you of those protections.
13.3. You and we will first attempt to resolve disputes through the complaints procedure in Section 17.
13.4. If unresolved, you may bring proceedings in the courts of England and Wales or, if mandatory consumer law gives you that right, in the courts of your country of residence.
14. Changes to these Terms
14.1. We may update these Terms from time to time.
14.2. Material changes will be notified by email, in-app notice, website notice, or other reasonable means.
14.3. Changes will not apply retroactively to bookings already confirmed, unless required by law or necessary for safety, security, fraud prevention, or regulatory compliance.
14.4. If you do not agree to updated Terms, you should stop using the Platform and may close your account.
15. Contact
15.1. Contact details:
- Support: support@moto-moto.app
- Urgent rental issues: +44 7700 182876 and support@moto-moto.app
- Legal notices: legal@moto-moto.app
- Privacy: privacy@moto-moto.app
- Security: security@moto-moto.app
- Website: https://moto-moto.app/
15.2. Postal notices may be sent to:
PALMBAY SOFTWARE LTD 20 Wenlock Road London N1 7GU England
16. Apple-specific terms
16.1. If you download or use the iOS version of the Platform from the Apple App Store, Apple is not a party to these Terms and is not responsible for the Platform or its content.
16.2. Apple has no obligation to provide maintenance or support services for the Platform.
16.3. To the extent permitted by law, Apple has no warranty obligation with respect to the Platform.
16.4. Apple and its subsidiaries are third-party beneficiaries of this Section and may enforce it against you.
17. Complaints procedure
17.1. If you are dissatisfied with any aspect of our service, contact us at support@moto-moto.app or use the Complaints Procedure at https://moto-moto.app/legal/complaints.
17.2. We aim to acknowledge complaints within 2 business days and aim to resolve them within 14 business days. These timeframes are targets and may vary depending on the complexity of the issue, time zone, availability of evidence, and third-party response times.
17.3. If you are not satisfied with our resolution, you may escalate by writing to legal@moto-moto.app or bring proceedings in accordance with Section 13.
17.4. Making a complaint does not affect your statutory rights.
18. Accessibility
18.1. We are committed to making the Platform accessible. If you experience accessibility issues, contact support@moto-moto.app and we will work to resolve them.
19. Our intellectual property
19.1. All intellectual property in the Platform, including the MotoMoto App name, logos, trademarks, interface design, software code, database contents, and original text and imagery, is owned by or licensed to PALMBAY SOFTWARE LTD.
19.2. We grant you a limited, non-exclusive, non-transferable, revocable licence to use the Platform for the sole purpose of making bookings and using the service as a customer. No other rights are granted.
19.3. You must not:
(a) copy, reproduce, modify, or create derivative works of any Platform content;
(b) scrape, extract, or compile Platform data, listings, or pricing for any commercial purpose;
(c) use our trademarks or branding without written consent; or
(d) reverse-engineer any part of the Platform.
19.4. User-generated content you submit, including reviews, photos, and messages, remains yours, but you grant us a non-exclusive, worldwide, royalty-free, sublicensable licence to use, display, reproduce, and distribute it in connection with operating, securing, improving, and promoting the Platform.
19.5. Database rights under the Copyright and Rights in Databases Regulations 1997 in all Platform databases are asserted and reserved.
20. Miscellaneous
20.1. Entire agreement: these Terms, together with the Privacy Policy, Cookie and Tracking Technologies Policy, Acceptable Use Policy, Review Guidelines, Complaints Procedure, and any terms shown at checkout, constitute the entire agreement between you and us regarding your use of the Platform as a customer.
20.2. Severability: if any provision is held invalid or unenforceable, the remaining provisions continue in full force. The invalid provision shall be replaced by a valid provision that achieves the same commercial purpose as closely as possible.
20.3. No waiver: our failure to enforce any provision does not waive our right to do so later.
20.4. Assignment: you may not assign these Terms without our written consent. We may assign these Terms freely, including in connection with a merger, acquisition, restructuring, or sale of assets, on notice to you where required by law.
20.5. Notices: we will send notices to the email address registered on your account or through the Platform. Notices to us should be sent to legal@moto-moto.app. Notices are deemed received 24 hours after sending by email, unless a delivery failure notice is received.
20.6. Third-party rights: no third party has any rights under these Terms except Apple as stated in Section 16 and our successors and assigns as stated in Section 20.4.
20.7. Language: these Terms are prepared in English. Where a translation is provided, the English version prevails in the event of conflict unless mandatory law requires otherwise.
END OF RENTER TERMS OF SERVICE