FAQ
The Winch App stands out by offering a range of features and services designed to better meet business needs, including:
Fast response times by providing vehicles as quickly as possible for requested trips.
An easy-to-use interface that allows trips to be requested in a few simple steps.
A wide range of services, including light transport, heavy transport, and refrigerated goods transportation.
Transparent pricing, with trip costs clearly shown before service execution and no hidden fees.
High levels of safety and reliability through approved drivers and real-time trip tracking until completion.
The company offers a comprehensive range of transportation services, including light transport, heavy transport, and refrigerated goods transportation, to meet the needs of different customer segments and ensure safe and efficient delivery of shipments.
The company’s services cover all governorates across the country and their affiliated areas, ensuring comprehensive geographic coverage that meets the needs of businesses throughout Egypt.
Yes, the app offers real-time trip tracking, allowing users to monitor the trip route during execution and enhancing transparency and peace of mind throughout the service.
The company is prohibited from transporting any goods that violate laws and regulations, including hazardous materials, legally banned items, or any shipments that may pose a risk to public safety or breach the company’s established policies
Trip prices are determined based on several factors, including the trip distance, the type of service requested, and the type of vehicle used, ensuring fair and transparent pricing in line with the company’s policies and applicable standards.
The company allows the transportation of all legally permitted goods, including commercial goods, food items, and industrial
products, fully complying with applicable regulations and safety policies.
The company takes necessary actions in case of total or partial damage to goods during transport. Shipments are inspected and the extent of the damage is assessed according to approved policies, and appropriate compensation is provided in accordance with contractual terms, laws, and regulations, ensuring the protection of customers’ rights.
Yes, the app supports two main languages: Arabic and English, allowing users to choose their preferred language and enhancing ease of use and overall user experience.
The app significantly helps companies save time by simplifying the process of requesting transportation services and speeding up coordination and tracking. This reduces the time spent managing trips and enhances overall operational efficiency.
The app enables companies to manage and organize multiple transportation requests simultaneously, helping improve operational efficiency and enhance coordination and tracking
A new account can be created through the website by selecting the Company Registration option, entering the required basic information such as name and phone number or email address, and uploading the company documents. This is followed by completing the verification process using the confirmation code sent, then completing the remaining details and agreeing to the terms and conditions. Once completed, the account is activated and the platform’s services can be used.
By accessing the Terms and Conditions section within the app or on the website, where the terms are clearly available for review both before and during the use of the services.
By logging in using the registered credentials, such as the phone number or email address and password, and completing the required verification steps to ensure account security.
By navigating to the Account Settings or Profile page within the platform, entering the required information accurately, and saving it according to the approved procedures. This ensures that the information is kept up to date and easily accessible when needed.
Registering a new company account requires submitting a set of basic documents, including the Commercial Registration, Tax Card, Value Added Tax (VAT) registration, and any other documents specified by the platform’s policies. These documents are required to verify the company’s identity and approve the account in accordance with the established procedures.
By logging into its account on the platform, navigating to the Documents section or Account Settings, making the required changes, and uploading the updated versions. The documents will then be reviewed and approved in accordance with the established procedures.
The company account is activated within a specified period not exceeding three (3) business days after completing the registration process and submitting the required documents, following review and verification in accordance with the platform’s approved policies.
If the verification code is not received, the user is advised to check the accuracy of the registered contact details and request the code again. If the issue persists, the user can contact customer support for further assistance.
A company may update its details after registering an account within the limits permitted by the platform’s policies. This can be done by contacting the support team and obtaining approval from the Winch team, noting that some updates may be subject to review or approval in accordance with the established procedures.
If a company encounters any issue during the account registration process, it should first ensure that all entered information and submitted documents are accurate, then try again. If the issue persists, it is recommended to contact the platform’s technical support team for the necessary assistance and resolution.
Yes, a company may delete its account after it has been created in accordance with the platform’s approved policies. This can be done by submitting an account deletion request through the settings or by contacting the support team, subject to approval by the Winch team, and provided that any outstanding obligations are settled before the deletion is completed.
By accessing the home page, selecting New Trip, and entering the required trip details such as the pickup and delivery locations, service type, cargo details and weight, and the trip date and time. The request is then confirmed and processed by the system and sent to the nearest available driver.
The app supports several trip statuses, including Pending, In Progress, Completed, and Canceled, enabling companies to accurately track the trip status across all stages.
By logging into its account, selecting Trips, and using the search options such as trip number, date, status, or vehicle type to easily and accurately locate the required trip.
By logging into its account on the platform, selecting Trips, and then searching for the required trip from the trip list. All related details will be displayed, including driver information, trip route, status, documents, and execution time.
No, trip details cannot be modified after the request is submitted, as changes may affect the likelihood of the trip being accepted by drivers.
Yes, the company can view the driver’s and vehicle’s licenses after the driver accepts the trip. This can be done by accessing the trip details, where all related documents are available for review.
Yes, the company receives a notification through the platform once the driver accepts the trip request.
By logging into the platform, selecting New Trip, and entering the required trip details such as pickup location, destination, and service type. If advance scheduling is needed, the preferred trip date and time can be selected, then the request is confirmed.
Yes, a trip can be canceled after the driver’s acceptance in accordance with the platform’s approved policies and within a specified time frame to avoid a cancellation fee. If the trip is canceled shortly before the scheduled execution time, a system-determined cancellation fee will apply.
A cancellation fee is applied in accordance with the platform’s approved policies. The fee amount is determined based on the trip status and the time of cancellation, and the fee details are clearly shown to the user before confirming the cancellation.
A company is allowed to cancel up to 20 trips, in order to avoid account suspension or closure, in accordance with the platform’s approved policies.
The company is immediately notified through the platform. The trip request is then reposted and an alternative driver is assigned in accordance with the platform’s approved policies, ensuring service continuity and minimizing any impact on the company.
Yes, the system allows adding special notes to a trip during the request creation process, helping clarify specific requirements and ensuring the service is delivered as intended.
Yes, trip documents can be accessed through the platform by going to Trips, selecting the required trip, and opening its details. All related documents are displayed in an organized manner, making them easy to review and refer to when needed.
Scheduled trips can be viewed along with the details of the drivers who have accepted them. These trips are displayed in the Current Trips list, showing full trip details and status for easy tracking.
Yes, the company can submit a complaint through the platform by accessing Settings, selecting Contact Us, and submitting the complaint. It will be reviewed and handled by the support team in accordance with approved procedures to ensure a timely response and protect the company’s rights.
Yes, the trip can be tracked live through the platform by opening the required trip details and selecting Track Trip. The vehicle’s location and trip status are shown in real time, ensuring transparency and easy monitoring.
Yes, customer support is available through the platform by selecting Settings and then Contact Us, ensuring prompt response and efficient handling of inquiries or complaints.
Yes, a notification is sent to the customer when the driver starts the trip, as well as notifications for each trip status update.
The driver can be rated after the trip is completed by accessing the trip details, selecting Rate Trip, and submitting the appropriate rating.
A cancellation penalty is applied if the company cancels the trip based on the cancellation timing. The system calculates the time interval between the driver’s acceptance of the trip and the scheduled execution time. This interval is divided into two periods: during the first period, the trip may be canceled without a penalty; during the second period, a cancellation fee is applied depending on the time of cancellation.
If any document expires, the company account is temporarily suspended until the document is updated. This is done to ensure service continuity and compliance with the applicable regulatory requirements, following the delivery of multiple reminder notifications.
Yes, the system sends reminder notifications before any document expires to enable timely renewal and ensure uninterrupted service.
The company operates during official working hours from Sunday to Thursday, 9:00 AM to 5:00 PM. However, customer support is available 24/7, throughout the week, to provide continuous service and assistance efficiently.
A company is allowed to request up to 30 trips per day, enabling it to meet its daily needs while maintaining the quality of the provided service.
Yes, an account can be permanently deleted after obtaining approval from the Winch team, provided that all outstanding obligations or dues are settled before the deletion process is completed.
If the driver is delayed in delivering the goods, the company takes the necessary steps to verify the cause of the delay, informs the user of the situation, and implements appropriate measures to ensure the goods are delivered as quickly as possible.
How can a company choose the appropriate vehicle type for a trip? A company can select the appropriate vehicle type for each trip based on the size and weight of the cargo and the transportation requirements, using the options available on the platform. This ensures efficiency and safety during the transportation process. Examples of vehicle types and capacities:
Small Truck (Dabbaba): up to 1.5 tons
Jumbo 4 m: up to 7 tons
Jumbo 6 m: up to 8 tons
Single Truck (Fardani): up to 18 tons
Trailer: up to 30 tons Triple-axle
trailer: up to 60 tons Six-axle
trailer: up to 110 tons
The account is approved within a maximum of 48 working hours, after the Winch team reviews all the submitted documents.
You will receive a notification in the app confirming that your account has been activated.
After you activate your account, make sure “the Receive Rides” button at the top of the app’s home page is turned on. Then, ride requests will come to you automatically.
To stop receiving transfer requests, turn off “ the Receive Rides” feature at the top of the home page.
You can accept a specific trip by clicking on the “Accept Trip” button, after whinch the trip will be moved to the Current Trips section of the app.
.'You will find all the trips you have accepted in the Trips section under 'Current
To view the details of the trip you have accepted, go to the Trips section, then to the Current Trips section, and click on the 'Trip Details' button for the trip you want to view details about.
"To start a specific trip, go to the Trips section, then click on “Current,” then click on the “Trip Details” for the trip you want to start, then click on the “Start Trip” button.
To contact the customer, go to the Trips section, then Current Trips, and click on the trip details of the customer you want to contact. You will find a Contact button in front of the customer's name. Click on it.
"If the customer has provided a Google Maps link to the pick-up or drop-off location, you can access it by going to the trip details. You will find a “On the map” button in front of the pick-up or drop-off location. Click on it to access the location.
If the goods are not suitable for your vehicle, you have the option to either continue the trip or cancel it, specifying the reason for cancellation as 'load not suitable.
You can cancel your trip by accessing the trip details and clicking on the “Cancel Trip” button, selecting the reason for cancellation.
Please note that delaying the cancellation of your trip may result in financial penalties.
You can end the trip after completing it successfully by going to the trip details and clicking the “End Trip” button. Then, rate the trip by choosing the positives and negatives you experienced during the trip.
The maximum number of trip cancellations is 5. After that, your account will be temporarily suspended until the support team contacts you. Therefore, it’s recommended to cancel trips only when absolutely necessary or due to urgent reasons.
"To upload trip documents, go to the 'Completed Trips' section, then click the 'Trip Documents' button for the trip you want to upload documents for. Next, go to the documents page, take pictures of the required documents, and click the 'Save' button.
⚠️ Note: The maximum number of photos is 6, so please make sure the documents are clear to avoid having to re-upload them later."
To update your phone number, first make sure there are no scheduled trips in your account. Then, go to your profile page, tap on “Personal Information,” and select “Edit Phone Number.”
Enter the new number, and a verification code will be sent to it.
⚠️ Note: After updating your phone number, your account will be temporarily suspended until the new number is reviewed and verified by the support team. Once the review is complete, your account will be reactivated automatically.
Your account will be verified after successfully completing 30 trips without any issues Once this is done, the verification badge will automatically appear next to your name.
Verified accounts have priority in receiving special trips with premium customers, so holders of verified accounts are given priority for these trips
There are also additional benefits available.
You can only upload your new ID card after the expiration date of your old one. To do so, you need to send a request to the support team asking them to unlock the section for uploading the new ID card Once your request is approved, you will find that the section for modifying your ID card, located below your personal information, has been unlocked You can then click on it and upload a photo of your new ID card.
You can only upload your new driver's license after your old license has expired, or by sending a request to the support team asking them to unlock the section for uploading the new license.
Once your request is approved, the section for modifying your driver's license located below your personal information will become accessible.
You can then click on it to upload photos of your new driver's license.
You can only modify work areas after submitting a request to the work team requesting that a section be opened for modifying work areas. After the work team approves the request, the section for modifying work areas will be opened. Located below your personal information, you can then click on this section and update your work areas as desired.
Trip documents cannot be modified after submission. However, if the team reviews the documents and finds that any document needs to be modified, they will enable the modification feature for you, and you can then modify only the required document.
If you do not have any documents for the trip, you must enter the trip details, then click on “No documents for the trip” and click on OK.
You can view your vehicle's details by logging into your profile and selecting 'Vehicle Details.' All relevant information about your vehicle will then be displayed.
You cannot edit the vehicle photos unless you contact the support team to get approval to enable the photo editing feature.
To do this, go to your profile, then select 'Vehicle Data,' click on 'Edit Vehicle Photos,' and upload the new photos."
⚠️ Note: Your account will be temporarily suspended after editing the vehicle photos until the support team reviews and approves them. Your account will be automatically reactivated after approval.
You cannot edit the vehicle license unless you contact the support team and get their approval to unlock the edit feature.
To edit the vehicle license, go to your profile, then click on 'Vehicle Data,' choose 'Edit Vehicle License,' and start uploading the new license copy.
⚠️ Note: Your account will be suspended after editing the vehicle license until it is approved by the support team. The account will be reactivated afterward.
To delete the vehicle data, first make sure you have no scheduled trips so you can complete the deletion process.
Go to your profile, then select 'Vehicle Data,' click on 'Delete Vehicle Data,' and confirm by clicking 'OK.'
⚠️ Note: Your account will be suspended until you add new vehicle data.
To add a new car, you must first delete the old car's information. After confirming the deletion, go to your profile, click on 'Add New Car,' and complete the steps to register the new car's details.
⚠️ Note: Your account will be temporarily suspended until the data is reviewed by the team.
You cannot add more than one car because the app allows adding only one car. If you want to add a new car, you must first delete the old car's information.
You can collect your payments by adding available payment methods through the app, such as Vodafone Cash, Etisalat Cash, Orange Cash, or through a bank account.
You can track your financial entitlements by clicking on the account statement button in your profile, which displays all your financial details with the company.
Drivers are paid every week. But if there are any missing trip documents, payment will be delayed until they are handed in to the company.
If the company owes the driver any money, it will be transferred to the company's bank account or available e-wallets.
You can submit a complaint or request through the app by logging into your profile, clicking on Contact Us, selecting the type of message, writing the content of the message, and then clicking Send.
If you respond to a complaint or request, you will receive a notification stating that the message has been answered. You can then go to the Contact Us section, click on the message, and view the response from the support team.
You can view the terms and conditions of the app by logging into your profile, clicking on “About Winch,” and then clicking on Terms and Conditions.
You can share the app by going to your profile, clicking on “Share App,” and sending the link to whoever you want via social media.
If you encounter any problems with the app, during trips, or with customers, you can submit a complaint through the app and the issue will be resolved as quickly as possible by the support team.