FAQ
Have a question?
Here are the most common questions.
General
About the service.
How do I request a tow?
Get the app and sign in with your mobile number, set your car's location and destination, propose your price, and choose from captains' offers.
Can I request a tow for someone else?
Yes, enter the person's details and their car's location, and they get a link to follow.
Will the captain see my number?
Your number stays hidden, and communication happens in the app.
Does inWinch own the trucks?
No. inWinch is a technology platform connecting you with providers, and the captain provides the transport.
Price and payment
Price and payment.
Who sets the price?
You see a guide price, propose your own, captains make their offers, and you choose. Once you accept, the price is final, and changes only if you change the destination during the trip.
Can the captain ask for extra money?
No. The agreed price includes road and gate tolls. If anyone asks you for more, send a complaint from the app.
How can I pay?
The payment methods available for your request appear in the app before you confirm.
Can the price change after I accept?
No, unless you change the destination during the trip, when it is recalculated by distance.
Cancellation and refunds
Cancellation and refunds.
Can I cancel my request?
Yes. Cancellation is free within 5 minutes of a captain accepting, after which a cancellation fee may apply. See the cancellation policy for details.
How do I request a refund?
Send your request from the app or the contact page. See the refund policy for details.
How is a cancellation debt paid?
It must be settled before you can request a new trip.
Services
EVs, insurance, and Zaki.
Do you serve electric cars?
Yes. The truck takes your car to a charging station, and if it is busy or down, you press the button in the app and the captain heads to an alternative at no extra cost. Plug and adaptor compatibility is the owner's responsibility.
I'm insured. What's different?
If your policy is valid with a contracted party, covered trips involve no cash payment. Your policy's distance and trip limits apply, and you pay only any excess.
Who is Zaki?
A smart in-app assistant you can ask about your car by text or voice. His advice is guidance and doesn't replace a mechanic's inspection.
What if the truck itself breaks down?
A replacement truck is sent to finish the trip, and you pay only the originally agreed price.
Captains and owners
For captains and owners.
How do I become a captain?
Get the captain app, register, and upload the required documents and truck details. Account review may take 24 to 48 working hours.
I own several trucks. How do I work with you?
Register as an owner and add your trucks and drivers in the app. If you are a fleet company, contact us.
Safety and privacy
Safety and privacy.
Will the captain see my number?
Your number stays hidden, and communication happens in the app.
What should I check before handing over my car?
Match the truck's plate with the app. If it differs, don't continue and tell us.
What if I feel in danger?
Use the SOS button in the app, which reaches our monitoring team.
No answer here? Our team is.
Send us your question from the contact page.
Question not here?
Send it to us, and we'll reply.