Terms & Conditions
Effective Date: March 4, 2026
Last Updated: March 4, 2026
These Terms & Conditions (“Terms”) govern your access to and use of the WinchLine platform, including our mobile applications, websites (winchline.app), and related services (collectively, the “Platform”). By creating an account, accessing, or using WinchLine, you agree to these Terms.
BY ACCESSING OR USING THE PLATFORM, YOU AGREE TO BE BOUND BY THESE TERMS. IF YOU DO NOT AGREE, DO NOT USE THE PLATFORM.
1) Who We Are (Marketplace Platform)
WinchLine provides a marketplace platform that helps connect people requesting off-road or terrain-related assistance (“Requesters”) with independent third-party service providers (“Helpers”).
WinchLine does not provide towing, recovery, roadside assistance, repair, transportation, or emergency services and is not a motor carrier, towing company, or emergency dispatcher. WinchLine is not a party to the agreement between Requesters and Helpers for any real-world service.
Independent Contractors. Helpers are independent contractors, not employees, agents, or representatives of WinchLine. WinchLine does not direct or control the methods, equipment, techniques, routes, or decisions used by Helpers.
2) Service Area (Tennessee Launch)
WinchLine is currently offered in Tennessee and may be expanded or limited at any time. We do not guarantee coverage in any specific area.
3) Eligibility
You must be 18 years or older and able to form a legal contract to use the Platform.
4) Platform-Only / No Guarantees
WinchLine is a technology platform. We do not guarantee:
• that a Helper will accept a request,
• arrival times,
• outcomes, results, or successful completion of a job,
• availability in your area.
Terrain, weather, traffic, equipment, and user-provided information can affect outcomes.
5) Safety & Emergency Disclaimer
Off-road recovery and vehicle assistance can be dangerous. You are responsible for making safe choices and following all laws and safety practices.
WinchLine is not an emergency service. If you believe there is imminent danger to life or property, call 911 or local emergency services.
6) Services & Inherent Risk
Services requested through WinchLine may include (depending on availability):
• off-road recovery/rescue assistance,
• tire changes,
• jump starts,
• fuel delivery,
• “All-Terrain Lift” (terrain-capable transportation / ride/transport).
Inherent Risk. You acknowledge that off-road recovery and vehicle assistance in remote or rugged terrain involve significant risks, including personal injury, death, and property damage.
Assumption of Risk. By requesting or providing services, you voluntarily assume all risks associated with the service, including risks that may arise from terrain, weather, equipment failure, bystanders, or vehicle condition.
7) Accounts & User Responsibilities
You agree to:
• provide accurate, current, and complete information,
• keep your account secure and not share credentials,
• use the Platform lawfully,
• not impersonate others or engage in fraud,
• not harass, threaten, or discriminate against others,
• not use the Platform in unsafe or reckless ways.
You are responsible for all activity under your account.
8) Requests, Communications, and Quotes (Quotable Requests)
Requesters may submit requests describing their situation and location. Helpers may accept requests and provide services as independent providers.
Some requests may be marked as “Quotable,” meaning a Helper may provide a quote and the Requester may accept or decline that quote. WinchLine’s role is limited to providing the Platform to facilitate communications and payment processing. WinchLine does not supervise, direct, or control how services are performed.
9) Payments, Authorizations, Holds, and Fees
Payment Processing. Payments are processed through third-party payment processors (such as Stripe). You agree to comply with their terms as applicable.
Authorization / Hold. Requesters authorize WinchLine and/or its payment processor to charge, authorize, place holds, capture, or otherwise process payments as required by the Platform flow, including for:
• accepted quotes or prices shown in-app,
• applicable platform fees (if any),
• taxes (if applicable),
• cancellation or distance-based fees described in these Terms.
We do not store full card numbers.
Platform Fees. WinchLine may charge a platform fee for facilitating the connection and operating the Platform. Fees may vary by service type and may be shown in-app.
10) Cancellations, the 5-Mile Rule, Distance Fees, and Refunds
Because services may involve time, travel, and opportunity cost, cancellations may result in charges.
The 5-Mile Rule (Grace Period)
A “Grace Period” applies to cancellations during the first five (5) miles after a Helper begins driving toward a Requester (“Miles Driven”). During the Grace Period:
• Requesters may cancel without a distance-based cancellation fee.
• Helpers may cancel in-app without a distance-based cancellation fee.
After 5 Miles (Distance-Based Cancellation Fee)
If a Helper has accepted a request and has driven more than five (5) miles toward the Requester, the Requester may be charged a distance-based cancellation fee for miles driven beyond the initial five (5) miles, even if the request is canceled before service completion.
How the fee is calculated: The fee is based on Miles Driven beyond five (5) miles, multiplied by the applicable per-mile rate (or cancellation rate) shown in-app at the time of the request, plus any applicable processor/platform fees where allowed by law.
How Miles Driven is measured: Miles may be determined using available location services, routing estimates, and other mileage signals. These measurements may not exactly match odometer readings.
Helper Cancellation Restriction After 5 Miles
To promote reliability and reduce stranded situations, the Platform may restrict Helper cancellations after five (5) miles. After 5 miles, a Helper may be required to contact Support to cancel. If a Helper requests cancellation after 5 miles, payout for that request may be $0 unless Support/admin determines otherwise.
Disputes: If there is a dispute about mileage or cancellation charges, contact Support with details.
Refunds: Except where required by law, platform fees and processor fees may be non-refundable.
11) Release of Liability & Property Damage Waiver
TO THE MAXIMUM EXTENT PERMITTED BY LAW, WINCHLINE SHALL NOT BE LIABLE FOR ANY DAMAGES TO VEHICLES, EQUIPMENT, OR OTHER PROPERTY ARISING OUT OF OR RELATED TO SERVICES FACILITATED BY THE PLATFORM.
Requesters acknowledge that recovery operations (e.g., winching, snatching, towing attempts, straps, shackles) can cause structural or cosmetic damage (including but not limited to frame damage, bumper damage, suspension failure, drivetrain damage, and body damage).
You release WinchLine from any and all claims, demands, or causes of action related to property damage or personal injury resulting from the actions or omissions of any Helper or Requester.
Specific Property Damage Waiver. Helpers are independent and solely responsible for their recovery techniques, equipment choices, and on-scene decisions.
12) Prohibited Conduct & Insurance Misrepresentation / Fraud
You may not:
• use the Platform for illegal activity,
• attempt to exploit or harm others,
• interfere with Platform operations,
• scrape, reverse engineer, decompile, or attempt to derive source code,
• submit false requests or manipulate pricing/payment flows,
• harass, threaten, or discriminate against others.
Insurance Misrepresentation / Insurance Fraud. You agree not to misrepresent the nature of services obtained through WinchLine to any third-party (including any insurance provider). Any attempt to commit insurance fraud through the Platform may result in immediate account termination and may be reported where appropriate.
13) User Content and Permissions (Photos/Videos)
If you submit or send content (photos, videos, text, messages, reviews, etc.) to WinchLine, you grant WinchLine a non-exclusive, worldwide, royalty-free license to use, reproduce, modify, publish, and display that content for Platform operations and marketing.
If you want to limit marketing use of a specific piece of content, email Support and identify the content.
You represent you have the rights to share any content you submit.
14) Intellectual Property
WinchLine owns all rights, title, and interest in and to the Platform and all related content and materials, including the WinchLine name, logos, trademarks, designs, and software. You are granted a limited, non-exclusive, non-transferable, revocable license to access and use the Platform for your personal, non-commercial use in accordance with these Terms.
15) Termination
We may suspend or terminate accounts at any time if we believe you violated these Terms, created risk, engaged in fraud, or misused the Platform.
16) Disclaimers
THE PLATFORM IS PROVIDED “AS IS” AND “AS AVAILABLE.” TO THE MAXIMUM EXTENT PERMITTED BY LAW, WINCHLINE DISCLAIMS ALL WARRANTIES, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
17) Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, WINCHLINE WILL NOT BE LIABLE FOR:
• INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES,
• LOSS OF PROFITS, DATA, OR GOODWILL,
• DAMAGES ARISING FROM SERVICES PROVIDED BY HELPERS OR ACTIONS OF REQUESTERS,
• VEHICLE DAMAGE, PERSONAL INJURY, OR PROPERTY DAMAGE ARISING FROM REAL-WORLD RECOVERY/ASSISTANCE ACTIVITIES.
IN ALL CASES, WINCHLINE’S TOTAL LIABILITY FOR ANY CLAIM WILL NOT EXCEED THE AMOUNT OF FEES PAID TO WINCHLINE THROUGH THE PLATFORM FOR THE EVENT GIVING RISE TO THE CLAIM IN THE THREE (3) MONTHS BEFORE THE EVENT (OR $100, WHICHEVER IS GREATER), TO THE EXTENT ALLOWED BY LAW.
18) Indemnification
You agree to defend, indemnify, and hold harmless WinchLine from claims arising out of your use of the Platform, your violation of these Terms, your content, or your interactions with other users.
19) Dispute Resolution:
Binding Arbitration & Class Action Waiver
PLEASE READ THIS SECTION CAREFULLY. IT AFFECTS YOUR LEGAL RIGHTS.
Mandatory Arbitration. Except for claims that may be brought in small claims court, all disputes, claims, or controversies arising under or relating to these Terms or the Platform will be settled by binding arbitration administered by the American Arbitration Association (AAA) in accordance with its Consumer Arbitration Rules.
Venue. The arbitration shall take place in Nashville, Tennessee, unless otherwise agreed by the parties.
Waiver of Jury Trial. BOTH PARTIES WAIVE THE RIGHT TO A TRIAL BY JURY.
Class Action Waiver. YOU AGREE THAT ANY CLAIMS WILL BE BROUGHT IN YOUR INDIVIDUAL CAPACITY AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS, COLLECTIVE, OR REPRESENTATIVE PROCEEDING.
Opt-Out (Optional). You may opt out of arbitration by sending a written notice to Support within 30 days of creating your account, stating you opt out of arbitration. Opting out will not affect any other part of these Terms.
20) Governing Law
These Terms are governed by the laws of the State of Tennessee, without regard to conflict-of-law rules.
21) Changes to These Terms
We may update these Terms. The “Last Updated” date will change. Continued use after changes means you accept the updated Terms.
22) Contact
Support Email: support@winchline.app
Support Phone: +1 (901) 808-6975
Helper Addendum
This Helper Addendum applies only to users who register as Helpers or accept requests as Helpers on the WinchLine Platform. By acting as a Helper, you agree to this Addendum in addition to the main Terms.
1) Independent Contractor Status
You acknowledge and agree that you are an independent service provider and not an employee, agent, joint venture, or representative of WinchLine. You control how you perform services, including routes, methods, tools, equipment, and whether to accept or decline any request.
You are solely responsible for:
• taxes, permits, registrations, and reporting obligations,
• business expenses (fuel, maintenance, equipment),
• compliance with laws and regulations.
2) No Obligation to Accept Requests
You are not required to accept any request. You should only accept requests you reasonably believe you can complete safely. Repeated cancellations, failures to show, or unsafe conduct may lead to removal from the Platform.
3) Safety Responsibilities
You are solely responsible for performing services safely. You agree you will:
• follow all laws and trail/land access requirements,
• use appropriate safety practices and recovery techniques,
• refuse requests you believe are unsafe,
• never attempt a recovery that risks serious injury or illegal conduct.
4) Equipment and Vehicle Condition
You are responsible for ensuring your vehicle and equipment are in safe working condition and not operating unsafe or defective equipment.
5) Insurance
You are responsible for maintaining any insurance coverage you believe is necessary. WinchLine does not provide insurance for Helpers.
6) Cancellations (Helper Rule)
You may cancel in-app only within the first five (5) miles after you begin driving toward the Requester (the Grace Period). After five (5) miles, the Platform may restrict cancellation and require you to contact Support to cancel. If you request cancellation after 5 miles, payout may be $0 unless Support/admin determines otherwise.
You agree to keep device location enabled while in route so the Platform can reasonably determine Miles Driven for cancellations and disputes.
7) Professional Conduct
You agree to be respectful and professional. You may not harass, threaten, discriminate, or perform services while impaired.
Requester Addendum
This Requester Addendum applies only to users who request services (“Requesters”). By creating a request, you agree to this Addendum in addition to the main Terms.
1) Accurate Information
You agree to provide accurate and complete information including:
• your location,
• vehicle type/condition,
• terrain/conditions,
• hazards and access issues.
2) Safety and Scene Conditions
You are responsible for the safety of your situation and surroundings. If you are in immediate danger, call 911.
3) Permission and Access
You represent you have permission to be at the location and to receive assistance there. If you are on private property, you are responsible for obtaining access permission.
4) Cancellations (Requester Rule)
You may cancel at any time. If you cancel within the first five (5) miles after the Helper begins driving toward you, you will not be charged a distance-based cancellation fee. If you cancel after five (5) miles, you may be charged a distance-based cancellation fee for miles beyond five (5), as described in the main Terms.
5) All-Terrain Lift (Ride/Transport Requests)
If you request an All-Terrain Lift:
• you are responsible for wearing seatbelts and following reasonable safety instructions,
• you must not request illegal activity or unsafe driving,
• you are responsible for your personal property during the ride.