1. About these Guidelines
1.1. These Review Guidelines ("Guidelines") explain how reviews and ratings work on MotoMoto App, what users may and may not include in reviews, and how PALMBAY SOFTWARE LTD may moderate, remove, delay, restrict, or act on reviews.
1.2. MotoMoto App 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. MotoMoto App is an unregistered trading name of PALMBAY SOFTWARE LTD.
1.3. Reviews may not be available at launch. Where review features are available, these Guidelines apply.
1.4. These Guidelines apply to customer reviews, Host reviews, ratings, review responses, photographs, and any other review-related content made available through the Platform.
2. Relationship with other terms
2.1. These Guidelines should be read together with:
- Renter Terms of Service: https://moto-moto.app/legal/renter-terms
- Host Service Agreement: https://moto-moto.app/legal/host-service-agreement
- Privacy Policy: https://moto-moto.app/legal/privacy-policy
- Acceptable Use Policy: https://moto-moto.app/legal/acceptable-use-policy
- Complaints Procedure: https://moto-moto.app/legal/complaints
2.2. Reviews do not replace complaints, safety reports, refund requests, damage disputes, legal notices, privacy requests, or emergency support.
2.3. If something requires action, investigation, refund review, charge review, safety escalation, privacy review, or legal response, you should contact us through the appropriate support or complaints channel rather than relying only on a review.
3. Who can leave a review
3.1. Where review features are available, reviews may be left only by actual parties to a completed or cancelled booking.
3.2. Each party may leave one review per booking, unless we expressly allow a correction, replacement, or additional response.
3.3. You must not leave a review if you did not participate in the booking or rental.
3.4. Employees, contractors, insiders, Hosts, customers, friends, relatives, competitors, or other connected persons must not manipulate reviews, ratings, ranking signals, or moderation outcomes.
3.5. You must not post a review on behalf of another person unless we expressly allow it and the relevant person has authorised it.
4. Review window
4.1. Where review features are available, the standard review window is 14 days after rental completion or cancellation.
4.2. We may extend, pause, reopen, or close a review window where reasonably necessary because of a technical issue, moderation review, safety concern, dispute, legal issue, privacy issue, or investigation.
4.3. We may refuse late reviews where the review window has expired and there is no reasonable basis to reopen it.
5. Double-blind review flow
5.1. Where available, reviews may be double-blind until both sides submit their review or the review window expires.
5.2. We may publish reviews after both parties have submitted reviews or after the review window closes.
5.3. We may delay publication while a review is being checked for safety, privacy, legal, fraud, moderation, or policy concerns.
5.4. We do not guarantee that every review will be checked manually before publication.
6. What reviews should cover
6.1. Reviews should be honest, relevant, factual, fair, and based on your direct experience of the booking or rental.
6.2. Reviews may cover:
(a) vehicle condition;
(b) listing accuracy;
(c) handover and return experience;
(d) communication through the Platform;
(e) cleanliness;
(f) punctuality;
(g) safety;
(h) customer or Host conduct;
(i) whether required helmets or agreed equipment were available; and
(j) the overall rental experience.
6.3. Reviews should focus on conduct, service, vehicle condition, and experience, not on personal attacks or irrelevant issues.
7. What reviews must not include
7.1. Reviews must not include:
(a) private information;
(b) passport, identity document, driving licence, International Driving Permit, local permit, or payment card information;
(c) phone numbers, email addresses, addresses, precise home locations, workplace locations, or private contact details;
(d) threats, harassment, intimidation, coercion, or extortion;
(e) discriminatory content, hate speech, or abuse related to protected characteristics;
(f) sexual content or sexual harassment;
(g) violent content or threats of violence;
(h) defamatory or knowingly false statements;
(i) allegations of criminal conduct stated as fact unless supported by official records and necessary to explain the rental experience;
(j) revenge content or retaliation;
(k) irrelevant political or religious commentary;
(l) spam, advertising, promotional content, or off-Platform solicitation;
(m) illegal content;
(n) content encouraging unsafe riding, unsafe driving, unlawful use, or breach of Platform rules; or
(o) content that infringes another person's privacy, intellectual property, or legal rights.
7.2. You must not upload photographs showing another person's document, payment card, address, face, private location, injury, or other sensitive information unless we expressly permit it and it is lawful and necessary.
8. No retaliation and no coercion
8.1. You must not threaten a bad review, low rating, public post, complaint, chargeback, police report, immigration report, community pressure, or legal action to obtain money, documents, repairs, refunds, discounts, or off-Platform settlements.
8.2. Hosts must not pressure customers to leave positive reviews, remove negative reviews, change ratings, or avoid complaints.
8.3. Customers must not use reviews to pressure Hosts into paying money, making direct refunds, waiving charges, changing evidence, or settling outside the Platform.
8.4. Retaliation for complaints, safety reports, chargebacks, enforcement actions, refusal to pay off-Platform, refusal to hand over documents, or cooperation with an investigation is prohibited.
9. No fake or manipulated reviews
9.1. You must not:
(a) review yourself or your own listing through another account;
(b) use friends, family members, staff, contractors, competitors, or fake accounts to manipulate reviews;
(c) buy, sell, trade, or farm reviews;
(d) offer money, discounts, benefits, free rentals, or other incentives in exchange for a review unless expressly approved by us and clearly disclosed;
(e) ask a user to change or remove a review in exchange for money, benefit, document return, dispute settlement, or off-Platform arrangement;
(f) post coordinated reviews;
(g) engage in review swapping; or
(h) selectively steer only satisfied users to review channels while discouraging others from leaving reviews.
9.2. We may remove or restrict reviews and take account action where we believe review manipulation has occurred.
10. Ratings
10.1. Where star ratings are used, ratings should reflect the full rental experience.
10.2. A typical rating scale may be:
| Rating | Meaning |
|---|---|
| 5 | Excellent experience; would confidently use again |
| 4 | Good experience with minor issues |
| 3 | Acceptable experience with notable issues |
| 2 | Significant issues affecting the rental |
| 1 | Serious issue, unsafe experience, or major service failure |
10.3. Ratings may affect listing order, quality monitoring, suspension review, Host review, and eligibility.
10.4. Ratings are not the only factor in enforcement. We may also consider safety reports, disputes, cancellations, documentation issues, complaints, fraud signals, inspection evidence, and other relevant information.
11. Moderation
11.1. We may use automated and manual moderation to identify review content that may breach these Guidelines, the Acceptable Use Policy, applicable law, or another Platform rule.
11.2. We may remove, hide, reject, delay, restrict, or redact reviews where reasonably necessary for safety, privacy, legal, fraud, moderation, or policy reasons.
11.3. We do not change the substance of a review except to redact or restrict information for privacy, safety, legal, or policy reasons.
11.4. Where practical, we maintain an audit trail of material moderation decisions.
11.5. We do not remove a review merely because it is negative, critical, or inconvenient.
12. Removal and redaction examples
12.1. We may remove, restrict, or redact reviews that include:
(a) personal data;
(b) document images or document details;
(c) threats;
(d) harassment;
(e) discrimination;
(f) fake or manipulated content;
(g) irrelevant content;
(h) illegal content;
(i) extortion or coercion;
(j) review bombing;
(k) duplicate content;
(l) spam or advertising;
(m) off-Platform solicitation;
(n) private location information; or
(o) content that creates a safety, legal, privacy, or security risk.
12.2. We may also delay a review while a related safety, legal, fraud, privacy, or moderation issue is being assessed.
13. Complaints vs reviews
13.1. Reviews are public feedback. Complaints are requests for investigation or resolution.
13.2. Serious safety, damage, refund, discrimination, privacy, payment, legal, or vehicle condition issues should be raised through support or the Complaints Procedure at https://moto-moto.app/legal/complaints.
13.3. A review does not automatically open a complaint unless the content indicates a safety, legal, privacy, security, discrimination, serious misconduct, or other issue that we determine requires review.
13.4. If we identify a serious issue in a review, we may contact the user, preserve evidence, escalate internally, restrict content, or take enforcement action.
14. Disputing a review
14.1. If you believe a review breaches these Guidelines, you may ask us to review it.
14.2. Contact: support@moto-moto.app
14.3. Please include:
(a) your name and account email;
(b) booking ID;
(c) the review or rating you are disputing;
(d) the reason you believe it breaches these Guidelines; and
(e) any supporting evidence.
14.4. We may accept, reject, or partially accept your request.
14.5. We do not guarantee removal merely because a review is negative, critical, disputed, or commercially harmful.
15. Defamation and legal notices
15.1. Legal notices relating to reviews should be sent to legal@moto-moto.app.
15.2. Your notice should identify the review, explain the legal concern, provide supporting evidence where available, and include your contact details.
15.3. We may remove, restrict, redact, delay, or preserve content where necessary to comply with law, reduce legal risk, protect safety, preserve evidence, or enforce Platform rules.
15.4. We may require further information before acting on a legal notice.
15.5. We reserve discretion to act without requiring a court order where we reasonably believe action is necessary.
16. Privacy
16.1. Published reviews may be visible to other users and the public.
16.2. Do not include personal data, private information, documents, document details, payment details, exact addresses, phone numbers, email addresses, or private location information in reviews.
16.3. Reviews may remain visible after account closure unless removed under applicable law or Company policy.
16.4. You may request deletion of your own review where legally available. Reviews about you by others may remain where lawful and necessary for legitimate Platform, safety, trust, dispute, or information purposes.
16.5. We process review-related personal data in accordance with the Privacy Policy at https://moto-moto.app/legal/privacy-policy.
17. Enforcement
17.1. Breach of these Guidelines may result in:
(a) review removal;
(b) redaction;
(c) delayed publication;
(d) rejection of review content;
(e) warning;
(f) feature restriction;
(g) account restriction;
(h) listing suspension;
(i) account suspension or termination;
(j) payout hold where permitted by the Host Service Agreement and law; or
(k) other action under the Acceptable Use Policy or core agreements.
17.2. Serious fraud, manipulation, threats, harassment, discrimination, document misuse, privacy abuse, extortion, or unsafe conduct may result in immediate action.
18. Online safety and illegal content
18.1. If a review includes threats, illegal content, exploitation, doxxing, harassment, discriminatory abuse, serious privacy violation, incitement, or other serious harm, we may:
(a) restrict or remove the content;
(b) preserve evidence;
(c) escalate internally;
(d) restrict the account;
(e) notify affected users where appropriate;
(f) report to authorities where appropriate; and
(g) take other action under the Acceptable Use Policy or applicable law.
18.2. Do not use reviews for emergency reporting. For urgent rental issues, contact +44 7700 182876 and support@moto-moto.app.
19. Changes
19.1. We may update these Guidelines from time to time.
19.2. Material updates will be notified through the Platform, by email, or by publication on the Website where appropriate.
19.3. Where permitted by applicable law, continued use of review features after the effective date of updated Guidelines means you accept the updated Guidelines. For material changes that require affirmative acceptance, we may ask you to accept the updated Guidelines before continuing to use review features.
20. Contact
Review support: support@moto-moto.app Legal notices: legal@moto-moto.app Privacy Contact: privacy@moto-moto.app
END OF REVIEW GUIDELINES