1. Acceptance of Terms
By downloading, installing, or using the Winch UAE mobile applications ("the App"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, please do not use the App.
These Terms constitute a legally binding agreement between you and BAZ E-SERVICES ("we", "us", "our"), a company registered in the United Arab Emirates, operating under the brand name Winch UAE.
2. Service Description
Winch UAE is a technology platform that connects customers who need vehicle recovery (towing) services with independent recovery truck drivers. The App facilitates:
- Requesting vehicle recovery/towing services
- Real-time driver tracking and navigation
- Secure payment processing
- Communication between customers and drivers
Important — please read carefully. Winch UAE acts solely as an intermediary technology platform connecting customers with independent drivers. BAZ E-SERVICES does
not own, lease, operate, maintain, insure or control any recovery vehicle, does not tow, lift, load or transport any vehicle, and does not employ or supervise any driver.
The contract for the recovery service itself is formed directly between the customer and the driver. BAZ E-SERVICES is not a party to that contract, is not the service provider or carrier, and does not guarantee the service. Its role is limited to introducing the parties, processing payment, and recording the transaction.
3. User Accounts
3.1 Registration
- You must provide a valid UAE phone number to create an account
- You are responsible for maintaining the security of your account
- You must provide accurate and truthful information
- One account per phone number is permitted
3.2 Driver Registration
Drivers are bound by a separate and more detailed contract — the Winch UAE Driver Agreement — which every driver must accept electronically before an application can be submitted. That agreement prevails over these Terms in respect of the relationship between BAZ E-SERVICES and the driver.
Registration requires the following documents, each of which must be valid, unexpired, legible and issued in the driver's own name:
- Emirates ID (both sides) — mandatory
- UAE driving licence — mandatory
- Vehicle registration (Mulkiya) for the recovery vehicle — mandatory
- Recovery work permit or trade licence — mandatory
- Vehicle insurance policy covering third parties and towed vehicles — mandatory
- Bank account certificate / IBAN letter in the driver's own name — mandatory
- Profile photograph — recommended
Driver accounts are subject to review and approval by our administration team. We reserve the right to approve, reject, or suspend any driver account at our sole discretion, and to require the original of any document for verification.
3.3 Account Termination
We reserve the right to suspend or terminate any account that:
- Violates these Terms of Service
- Provides false or fraudulent information
- Engages in unsafe or illegal behavior
- Receives repeated complaints from other users
4. Service and Pricing
4.1 Service Area
Winch UAE operates within the United Arab Emirates. Service availability may vary by location and time.
4.2 Pricing
- Prices are calculated based on distance and service type
- The estimated price is displayed to the customer before confirming a request
- Prices may include applicable VAT as per UAE regulations
- We reserve the right to modify pricing at any time
4.3 Service Types
- Normal Towing: Standard winch/hook recovery
- Flatbed Towing: Full flatbed truck recovery
- Tire Change: Roadside tire replacement assistance
- Battery Jump: Battery jump-start service
- Fuel Delivery: Emergency fuel delivery
- Key Lockout: Vehicle lockout assistance
5. Payment Terms
5.1 Payment Process
- Payment is required after the driver accepts the request and the service details are confirmed
- Payments are processed securely through Stripe
- Accepted payment methods include credit/debit cards and other methods supported by Stripe
- Cash payment may be available for certain services
5.2 Refund Policy
- Before driver acceptance: customers may cancel a request at no charge before a driver accepts.
- Service not delivered: if the driver fails to attend or the trip is not performed, the amount paid for that trip is refunded in full.
- Service delivered: once the vehicle has been recovered and delivered, the trip fee is not refundable.
- How to request: refund requests must be sent to winchuae.support@gmail.com within 24 hours of the trip, with supporting evidence.
5.3 Damage Claims
A refund of the trip fee is not compensation for damage. If a customer's vehicle is damaged, lost or interfered with during recovery, the claim lies against the driver and the driver's insurer, who bear that liability in full (see section 6).
On request, BAZ E-SERVICES will, as a courtesy and without accepting any liability of its own, provide the customer with the driver's name, plate number, trip record and the pickup and delivery photographs so the claim can be pursued directly, and will suspend the driver's account while the matter is investigated.
6. Liability and Disclaimers
6.1 Platform as Intermediary
Winch UAE is a technology platform that connects customers with independent drivers. We do not provide the actual recovery/towing service. The driver is solely responsible for the quality, safety and lawfulness of the service provided.
6.2 Driver Responsibility
The driver bears sole, full and exclusive responsibility, from the moment the trip is accepted until the vehicle is delivered and released, for:
- any damage to the customer's vehicle during loading, securing, lifting, transport or unloading;
- any road traffic accident involving the recovery vehicle, regardless of fault;
- any death or bodily injury to the customer, a passenger, a pedestrian, a third party or the driver himself;
- any damage to third-party property or public or private infrastructure;
- any traffic fine, impound fee or penalty issued in connection with the trip;
- any loss of or theft of property left inside the customer's vehicle;
- safe and proper handling of the vehicle, and use of the correct equipment and method;
- holding valid insurance covering third parties, the recovery vehicle and the vehicles being towed;
- maintaining valid licences, permits and vehicle registration at all times; and
- compliance with UAE traffic laws and the regulations of the relevant Emirate.
Each driver has accepted, as a condition of using the platform, the Driver Agreement, under which the driver indemnifies BAZ E-SERVICES against every claim arising from a trip, and authorises BAZ E-SERVICES to recover from the driver's earnings any amount it pays to a customer, an authority or a third party because of the driver's act or omission.
6.3 Limitation of Liability
To the maximum extent permitted by UAE law:
- BAZ E-SERVICES shall not be liable for any act, omission, negligence, breach, accident, injury, death, damage or loss caused by a driver or occurring during a trip;
- BAZ E-SERVICES shall not be liable for any direct, indirect, incidental, special or consequential damages arising from the use of, or inability to use, the platform;
- we do not guarantee that a driver will be available, that a trip will be accepted, or that the platform will be uninterrupted or error-free;
- we are not responsible for delays caused by traffic, weather, road closures, network failure or other factors outside our control;
- we do not verify beyond the documents submitted, and give no warranty as to any driver's skill, conduct or solvency; and
- our total aggregate liability for any claim, however arising, shall not exceed the amount actually paid to us for the specific trip giving rise to the claim.
6.4 Users' Indemnity
Each user (customer, company account holder and driver) agrees to indemnify and hold harmless BAZ E-SERVICES, its owners, managers, employees and agents against any claim, loss, fine, penalty, cost or expense (including reasonable legal fees) arising from that user's breach of these Terms, breach of any law, or from any act or omission of that user in connection with a trip.
7. Driver Terms
This section is a summary. The binding contract with drivers is the Winch UAE Driver Agreement, which each driver accepts electronically before registering and again whenever a new version is issued.
7.1 Independent Contractor
Drivers using the Winch UAE platform are independent contractors, not employees of BAZ E-SERVICES. No employment, partnership, agency or sponsorship relationship arises from the use of the platform.
Drivers are not entitled to salary, overtime, end-of-service gratuity, leave, accommodation or any other employment benefit. Drivers choose their own hours, accept or decline any trip freely, may work for any competing platform, and supply their own vehicle, equipment and insurance at their own cost. Each driver is responsible for his own residence visa, work permit, taxes and insurance.
7.2 Driver Obligations
- Maintain valid and unexpired documents and insurance at all times
- Provide safe, lawful and professional service
- Photograph the customer's vehicle before pickup and after delivery using the application
- Respond promptly to accepted trip requests and never transfer a trip to another driver
- Keep the recovery vehicle in safe working condition
- Follow all UAE traffic laws and regulations
- Charge no amount beyond the price shown in the application
- Use customer contact details only to complete the specific trip, and never retain, share or reuse them
- Never engage in discriminatory, abusive or unsafe behaviour
7.3 Document Updates
Drivers must upload a renewed document before the existing one expires. Updated documents are subject to admin review, and the account may be returned to pending status during that review. A forged, altered, expired or borrowed document results in immediate and permanent termination and may be reported to the competent authorities.
7.4 Suspension and Termination
A driver account may be suspended immediately, with or without notice, where:
- a mandatory document or the insurance policy has expired, is missing or is under review;
- a serious or repeated customer complaint is received;
- there is a credible report of unsafe driving, vehicle damage, intoxication, harassment or violence;
- fraud, fake trips, price manipulation, promo-code abuse or diverting customers off the platform is suspected;
- the driver's rating falls below the published minimum standard;
- an authority, insurer or court requires it; or
- an accident or incident is under investigation.
Suspension stops new trip requests reaching the driver and forces the account offline. It is a precautionary measure and does not by itself imply fault. Termination may follow for any fundamental breach.
8. Customer Obligations
- Provide accurate pickup location and vehicle information
- Be present at the pickup location when the driver arrives
- Ensure the vehicle is accessible for recovery
- Treat drivers with respect and professionalism
- Complete payment promptly after service
- Report any issues or concerns through the proper channels
9. Prohibited Activities
Users of the platform shall not:
- Use the service for any illegal purpose
- Provide false or misleading information
- Harass, threaten, or abuse other users
- Attempt to manipulate pricing or the matching system
- Use the platform to transport illegal goods
- Reverse engineer or interfere with the platform's operation
- Create multiple accounts or share account credentials
10. Intellectual Property
The Winch UAE brand, logo, app design, and all related intellectual property are owned by BAZ E-SERVICES. Users may not copy, modify, distribute, or create derivative works from any part of the platform without prior written consent.
11. Modifications to Terms
We reserve the right to modify these Terms at any time. Changes will be posted on this page with an updated revision date. Continued use of the App after changes are posted constitutes acceptance of the modified Terms.
12. Governing Law and Disputes
These Terms are governed by the laws of the United Arab Emirates. Any disputes arising from or related to these Terms or the use of the platform shall be subject to the exclusive jurisdiction of the competent courts in the UAE.
Before initiating legal proceedings, parties agree to attempt to resolve disputes through good-faith negotiation and mediation.