Legal
Terms of service
These terms govern this website and the Dropwize service operated by Winch Labs FZ-LLC ("Winch Labs", "we"). "You" means the company that uses Dropwize and the people it gives access to. If your company has a signed agreement with us, that agreement controls where it differs from these terms.
These terms were prepared by Winch Labs and may be updated. The current version is always on this page.
1. The service
Dropwize is dispatch software for companies that deliver with their own vehicles or send technicians to customer sites. Dispatchers run the day from a web console. Drivers and technicians run their stops from a phone app. Sales users book jobs and follow them.
Dropwize suggests assignments, sequences runs and estimates arrival times. These are suggestions. Your dispatchers decide, and your drivers drive.
2. Pilots
A pilot runs on our staging environment with your own data and a few drivers, usually for two weeks, with no contract. Staging is for evaluation. It may change, restart or be unavailable without notice. At the end of a pilot we delete your pilot data unless you ask us to keep it for a move to the service.
3. Accounts and roles
Your admins create users and give each one a role: admin, dispatcher, sales or driver. Each account is for one named person. Keep sign-in details private. You are responsible for what happens under your accounts, and for removing people who leave.
You must give accurate information when you sign up, and have the authority to bind your company to these terms.
4. Your data
Your data stays yours. That includes your customer records, jobs, driver locations, proof photos, signatures and reports. You give us the rights we need to host, process and show it to your users, and nothing more.
For personal data in your workspace, you are the controller and we process it on your instructions, as the privacy policy describes. You can export your data and ask us to delete it at any time.
5. Drivers, location and the people you serve
The driver app shares the phone's location while a driver is on shift, and records location and time with each proof. You are responsible for telling your drivers and staff about this, and for any consent or notice the law requires where you operate.
You are responsible for having the right to record your customers' names, phone numbers, addresses, photos and signatures, and for using them lawfully.
Drivers must not use the app in a way that is unsafe or against road law. Set up your operation so that drivers handle the phone when they are stopped.
6. Plans and fees
Plans and fees are agreed with each company in writing. Fees exclude taxes; you pay the taxes that apply, other than taxes on our income. Unless the law requires otherwise, fees already paid are not refunded.
7. Premium and self-hosted engagements
Premium work, such as running Dropwize in your own cloud account or on your own servers, a branded app, integrations or custom features, is delivered under a separate engagement that sets out scope, timeline and support. Where you host Dropwize yourself, you are responsible for that environment and for the data it holds, unless the engagement says we run it with you.
8. Acceptable use
Do not use Dropwize to break the law or anyone's rights. Do not try to reach another company's data, probe or overload the service, get around its security, or copy, resell or reverse-engineer it. Do not upload malware or content you have no right to share. Do not use location data to follow people outside their working hours.
9. Our intellectual property
Dropwize, its software, design, documentation and brand belong to Winch Labs or its licensors. You get the right to use the service while your plan is active. If you send us feedback, we may use it without owing you anything.
10. Confidentiality and security
Each party protects the other's non-public information with at least reasonable care and uses it only to perform under these terms. We keep each company's data apart with row-level security, encrypt it in transit and at rest, and limit our own access to what is needed to run and support the service. We tell you without undue delay if a breach affects your data.
11. Availability and changes to the service
We work to keep Dropwize running and to fix problems quickly. We improve the product often, and features may change. No service level applies unless your signed agreement states one. We will give notice before removing a feature you rely on.
12. Disclaimer of warranties
THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE". TO THE EXTENT THE LAW ALLOWS, WINCH LABS DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT ROUTES, ARRIVAL TIMES, ASSIGNMENTS OR LOCATIONS WILL BE ACCURATE, OR THAT THE SERVICE WILL BE UNINTERRUPTED OR FREE OF ERRORS.
13. Limitation of liability
TO THE EXTENT THE LAW ALLOWS: (A) NEITHER PARTY IS LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES, OR FOR LOST PROFITS, REVENUE, DATA OR GOODWILL; AND (B) EACH PARTY'S TOTAL LIABILITY UNDER THESE TERMS IS LIMITED TO THE FEES YOU PAID US FOR THE SERVICE IN THE TWELVE MONTHS BEFORE THE EVENT THAT GAVE RISE TO IT. These limits do not apply to your payment obligations, a breach of confidentiality, infringement of the other party's intellectual property, or liability the law does not allow us to limit.
14. Indemnity
You will defend us against third-party claims arising from your data, your use of location and proof data, or your breach of these terms. We will defend you against third-party claims that the service, as we provide it, infringes their intellectual property.
15. Suspension and termination
You may stop using Dropwize at any time. Either party may end the service for a material breach that is not fixed within 30 days of written notice. We may suspend access straight away to protect the service or other customers, when the law requires it, or for non-payment after notice.
When the service ends, you have 30 days to export your data. After that we delete it from live systems, and backups expire on their own schedule.
16. Governing law and disputes
These terms are governed by the federal law of the United Arab Emirates as applied in the Emirate of Dubai. The courts of Dubai have exclusive jurisdiction. Before going to court, write to us; most problems are solved that way.
17. Changes and general terms
We may update these terms. For material changes we tell account admins by e-mail at least 14 days before they take effect. Using the service after that date means you accept them. Neither party is responsible for delays caused by events beyond its reasonable control. If a clause cannot be enforced, the rest stands. You may not transfer these terms without our consent, except as part of a merger or sale of your business. These terms and the policies they reference are the whole agreement for the service, unless you have a signed agreement with us.
18. Contact
Winch Labs FZ-LLC, Dubai, United Arab Emirates. hello@winchlabs.io, with "Legal" in the subject.