Terms & Conditions
الشروط والأحكام

Terms & Conditions

These Terms and Conditions govern the use of WEN, including the WEN customer application, WEN service provider application, website, call center, and related digital services operated by Mustaqbal AlGhed General Trading Transfers and Services Ltd.

1. Nature of WEN Services

WEN is a roadside assistance technology and coordination platform that connects customers with independent service providers for vehicle-related roadside services across Iraq.

Services may include towing, vehicle recovery, battery support, tire assistance, fuel delivery, lockout assistance, mobile mechanic support, diagnostics, vehicle transportation, and related roadside services.

2. Acceptance of Terms

By accessing or using WEN, creating an account, requesting a service, accepting a job, contacting the call center, or using any related system, you agree to these Terms and Conditions.

3. Customer Responsibilities

• Provide accurate personal, vehicle, service, and location information.
• Ensure that the requested service is lawful and safe to perform.
• Remain available by phone or app during the service process.
• Pay all approved service fees, cancellation fees, and applicable charges.
• Treat WEN staff, call center agents, and service providers respectfully.

4. Service Provider Responsibilities

• Maintain valid identity documents, licenses, vehicle documents, permits, and legal authorizations.
• Accept only jobs they are qualified and equipped to perform.
• Provide services safely, professionally, and in compliance with Iraqi law.
• Keep customer information confidential.
• Upload accurate invoices, photos, reports, and service status updates when required.

5. Independent Service Providers

Service providers using WEN are independent contractors. They are not employees, agents, representatives, partners, or legal subsidiaries of WEN or the company. WEN facilitates connection, dispatch, communication, payment support, quality monitoring, and customer support, but the service provider remains responsible for performing the service.

6. Pricing and Payment

Prices may vary depending on location, distance, time, service type, vehicle condition, provider availability, and inspection at the location. Some prices may be fixed, while others may depend on distance, labor, or additional requirements.

Unless clearly stated otherwise, roadside service prices do not include spare parts, fuel cost, special equipment, government fees, parking fees, or third-party charges.

7. Cancellations

Customers may cancel a request before a provider is dispatched or before work begins, subject to WEN's cancellation policy. If a provider has already started traveling, arrived, collected a vehicle, started repair, or performed any work, cancellation fees or full service charges may apply.

8. GPS, ETA, and Tracking

GPS location, provider distance, route, and estimated arrival time are estimates only. They may be affected by network coverage, traffic, road closures, device limitations, weather, government restrictions, and other factors outside WEN's control.

9. Vehicle Condition and Damage

WEN is not responsible for pre-existing mechanical, electrical, structural, cosmetic, or safety defects in any vehicle. The service provider is responsible for damage directly caused by their negligence, misconduct, or improper service, subject to investigation and applicable law.

10. Not an Emergency Authority

WEN is not a police, ambulance, fire, civil defense, or governmental emergency response service. In life-threatening, criminal, fire, medical, or public safety emergencies, users must contact the official emergency authorities.

11. Prohibited Use

• Submitting fake, fraudulent, unlawful, or abusive requests.
• Bypassing WEN after receiving provider or customer information through the platform.
• Harassing, threatening, insulting, or abusing any user, provider, or staff member.
• Using the platform to transport illegal, dangerous, stolen, or restricted items.
• Attempting to copy, disrupt, reverse engineer, scrape, or misuse WEN systems.

12. Account Suspension

WEN may suspend, restrict, or terminate any account involved in fraud, abuse, unsafe conduct, unpaid fees, repeated cancellations, policy violations, unlawful activity, or actions that may harm WEN, customers, providers, or the public.

13. Calls, Messages, and Evidence

Calls, chats, messages, GPS logs, photographs, videos, invoices, signatures, timestamps, and service records may be recorded and retained for quality assurance, training, dispute resolution, fraud prevention, operational, and legal purposes.

14. Limitation of Liability

To the maximum extent permitted by law, WEN's total liability for any claim shall not exceed the amount paid by the customer for the specific service giving rise to the claim. WEN is not liable for indirect, incidental, special, punitive, loss of profit, loss of business, or consequential damages.

15. Indemnity

Users and service providers agree to indemnify WEN, the company, directors, employees, contractors, and affiliates against claims, losses, damages, penalties, and legal costs resulting from misuse of the platform, violation of these Terms, unlawful conduct, or negligence.

16. Force Majeure

WEN is not liable for delays, failure, interruption, or non-performance caused by events outside its reasonable control, including war, civil unrest, curfews, road closures, accidents, fire, flood, weather, internet or telecom failure, fuel shortage, government action, strikes, epidemics, or other force majeure events.

17. Governing Law

These Terms are governed by the laws of the Republic of Iraq. Courts in Erbil, Kurdistan Region, Iraq shall have jurisdiction over disputes involving WEN, unless otherwise required by applicable law.

18. Contact

For questions regarding these Terms, contact WEN through the contact methods published on the official website or inside the applications.