Customer Support

Complaints Policy

Introduction

At Moto Cupp, your satisfaction, trust, and overall experience mean everything to us. While we work hard to deliver high-quality products and reliable service, we understand that concerns may occasionally arise.

This policy outlines how you can raise a complaint regarding our brand, products, services, or staff — and how we will work with you to resolve it with fairness, care, and transparency.

What We Consider a Complaint

A complaint is any expression of dissatisfaction relating to:


  • Our products

  • Our services

  • Our team members

  • Or the handling of a previous concern

In any situation where you expect — explicitly or implicitly — a response or resolution, it is treated as a complaint.

How to Submit a Complaint

You can contact us directly through our website:

https://motocupp.com/pages/contact

(Replace with your actual link if different)

When submitting your complaint, please include:


  • Your name

  • Your preferred method of communication

  • Whether you require any special assistance

  • The outcome you hope to achieve

Support in Making a Complaint

If you need help raising or managing your complaint, you may appoint a trusted representative (e.g., a family member or friend) to act on your behalf.

With your permission, our team will communicate with them directly.

Our Approach to Complaints

Acknowledgement

We will acknowledge receiving your complaint promptly — within 48 hours.

Unless otherwise requested, we will respond using the same communication channel you used to contact us.

Investigation

If we cannot resolve the matter immediately, we will thoroughly review your concerns.

We may request additional information to ensure we fully understand the situation.

Resolution

Our goal is to provide a full resolution within 30 days.

If your complaint is complex or external factors cause delays, we will keep you informed and explain the reasons for any extension.

If your complaint cannot be upheld, our response will:


  • Clearly outline our findings

  • Address each issue raised

  • Provide the reasoning behind our decision in sufficient detail

Updates

You may request an update on the status of your complaint at any time by contacting us directly.

Possible Remedies

Depending on the nature of your concern, outcomes may include:


  • A sincere apology

  • A clear explanation of what occurred

  • A refund or adjustment to your order

  • Changes or improvements to relevant processes or policies

  • Ending any action that may have caused inconvenience or concern

Commitment

At Moto Cupp, every complaint is handled with respect, confidentiality, and integrity.

We kindly ask that our team members are treated with the same courtesy as we work together toward a fair and timely resolution.

Last updated: 4 October 2025

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