WilteX Legal
Terms of Service
These terms explain how WilteX bookings, towing, payments, tracking, proof of delivery, vehicle recovery evidence, support, cancellations, compliance, and account responsibilities work.
Use of Platform
WilteX connects customers, drivers, dispatch teams, towing operators, and fleet partners for home moves, office moves, deliveries, cargo services, towing, and vehicle recovery. Users must provide accurate booking, contact, payment, pickup, drop-off, inventory, vehicle, incident, access, and account information.
Pricing and Service Details
WilteX prices trips using smart inventory, route data, selected presets, room-by-room items, vehicle requirements, helpers, tolls, access conditions, towing distance, hook-up requirements, recovery complexity, storage or yard requirements, and applicable surcharges. Customers must disclose relevant service details such as vehicle condition, locked wheels, missing keys, basement or restricted access, accident damage, low clearance, 4x4 status, and impound or recovery constraints.
Payment Before Dispatch
Payment is required before the booking is unlocked and dispatched. A booking may remain pending, searching, or unavailable for driver assignment until payment is confirmed. For towing jobs, payment must be secured before the operator is asked to leave for the pickup point.
Fleet Partner Settlement
Payments collected in connection with marketplace bookings are processed through WilteX's approved payment providers and payment infrastructure. Following successful service completion and applicable verification, the amount payable to the fleet partner becomes eligible for settlement in accordance with the WilteX Settlement and Payout Policy. Settlement may be subject to applicable platform commissions, refunds, disputes, adjustments, fraud review, and other authorised deductions. Fleet partners should refer to the WilteX Settlement and Payout Policy for applicable payout cycles and settlement conditions.
Location and Tracking
Drivers may share live and background location while online or completing assigned deliveries. This supports dispatch visibility, driver routing, active delivery monitoring, trip status, and customer shipment tracking.
Camera, Photos, and Documents
Drivers, customers, towing operators, or fleet partners may use camera, photo, or storage access to upload proof of delivery, pre-tow condition photos, vehicle recovery evidence, compliance documents, support attachments, delivery evidence, and related records. Users must only upload lawful and relevant content.
Towing Operator Compliance
Towing operators must maintain the legally required licence class, Professional Driving Permit where required, current on-hook liability insurance, roadworthy and towing-capable vehicles, fit-for-purpose recovery equipment, and lawful authority to transport customer vehicles. WilteX may require evidence before activation and may prevent towing dispatch until PrDP, insurance, vehicle, driver, equipment, and business records are reviewed and approved.
Towing Dispatch Gate
A towing fleet partner application does not guarantee towing activation. WilteX may reject, suspend, block, or remove a towing operator, vehicle, driver, or fleet profile if compliance evidence is missing, expired, false, unverifiable, inconsistent, or raises safety, insurance, legal, fraud, or reputational concerns.
Customer Vehicle Condition
For towing and recovery bookings, the towing operator must capture at least four clear pre-hook photographs of the customer's vehicle before loading: front, back, left side, and right side. Customers and operators may also be required to capture condition notes, odometer readings, visible damage, wheel status, key status, loading constraints, and handover evidence before, during, or after service. These records help reduce false damage claims, support insurance handling, and resolve disputes.
Insurance and Liability
WilteX operates as an asset-light marketplace and technology platform. WilteX does not own towing vehicles or transport fleets and does not itself provide towing, transport, recovery, storage, roadside, moving, or freight services. Fleet partners and towing operators remain independent contractors responsible for lawful operation, safe loading and transport, driver conduct, vehicle fitness, towing equipment, insurance coverage, cargo or on-hook liability, and any incident, damage, loss, delay, theft, claim, or injury involving a customer's vehicle or load caused by their acts, omissions, equipment, drivers, or operations, subject to applicable law.
Operator Responsibility for Vehicles and Loads
Customers acknowledge that the assigned towing operator or fleet owner, not WilteX, is responsible for the care, custody, control, loading, towing, movement, storage, delivery, and handover of the customer's vehicle or load once the operator accepts and performs the job. WilteX may help collect records, photos, route data, payment records, and support information, but this does not make WilteX the carrier, towing provider, insurer, bailee, vehicle custodian, or party liable for operator-caused incidents.
Customer-Driver Chat
Customers can contact the assigned driver through the Chat button in the Trip Status window. Chat is intended for active trip coordination, delivery support, safety handling, and operational assistance. Users can report chat or delivery issues to WilteX support from inside the app.
No Public Content Sharing
WilteX does not operate as a public social network. The app does not provide public feeds, public user posts, or public sharing of chat messages, photos, documents, proof-of-delivery files, or support attachments. User-generated content must relate to bookings, delivery operations, compliance, support, or account management.
Cancellations and Refunds
Customers may cancel before a trip starts and may receive a refund. Cancellation fees, payment processing fees, dispatch costs, or other operational fees may apply depending on timing and service status.
Account Deletion
Users may request account deletion through in-app deletion features or by contacting deletion@wiltex.direct. WilteX may retain transactional, legal, fraud prevention, safety, support, delivery, or financial records where required by law or operational obligations.
Safety, Suspension, and Limitation
Use of WilteX is subject to applicable laws, platform policies, safety requirements, payment rules, insurance requirements, compliance verification, and operational availability. WilteX may limit, delay, cancel, or refuse service where safety, legality, payment, compliance, insurance, route access, vehicle condition, or dispatch availability cannot be reasonably confirmed.