Terms of Use

AWN is a technology platform operated by AWN Mobility Technologies (demo entity) ("AWN", "we", "us"). It connects customers with independent, licensed service providers across the UAE for vehicle recovery and towing, mobile tyre supply and fitting, and battery replacement.

The service is carried out by the provider you choose or are matched with. AWN checks each provider's trade licence, insurance, vehicles and drivers before they can accept jobs, but the provider performs the service and is responsible for it.

By using AWN you agree to these terms, the Cancellation & Refund Policy and the Privacy Policy.

• You must be 18 or older to create an account and request services.
• We verify your mobile number with a one-time code. Keep your device and codes secure — you are responsible for orders placed from your account.
• Give accurate, up-to-date information (name, mobile number, location, vehicle details).
• We may suspend or close an account for misuse, fraud or breach of these terms.

Before you confirm, the app shows the price and its breakdown including VAT, and an estimated arrival time. For recovery the price is based on distance, vehicle type and any extra services, and is shown with a maximum fare and the waiting terms.

• Enter the pickup location, destination and vehicle condition accurately. If the real situation differs (for example a heavier vehicle or a hard-to-reach location), the provider may decline the job or adjust the price with your approval.
• Arrival times are estimates and can be affected by traffic, weather and road conditions.
• Be at the location and reachable, have the vehicle keys ready and follow the driver's safety instructions.
• Remove personal belongings from your vehicle before it is recovered.

Prices are in UAE dirhams and include VAT at 5%.

You pay by card, Apple Pay or Google Pay through a licensed payment service provider. AWN never stores your full card number or CVV — only a secure token and the last four digits.

When you confirm, we place a temporary hold on your payment method for the amount shown (for recovery, up to the maximum fare shown). You are charged when the job is completed; if the final price is lower, only the final price is charged and the rest of the hold is released. How quickly a released hold disappears from your statement depends on your bank.

For recovery, the hold can include an allowance for possible waiting time. It is shown before you confirm, and only actual waiting is ever charged.

The first 15 minutes of waiting at your location are free; after that a waiting charge applies (by default AED 2 per minute, or as shown in the quote of the provider you chose).

An electronic tax invoice is issued when the job is completed and can be downloaded from your order.

Promo codes: one per order, no cash value, and they may expire or carry extra conditions.

You can cancel free of charge while we search for a provider, and within 2 minutes after a provider accepts as long as the driver hasn't set off. After that a late-cancellation fee may apply and is shown before you confirm. See the Cancellation & Refund Policy.

• Product details (brand, size, specification, warranty) are supplied by the provider and shown before you order.
• Make sure the size you order fits your vehicle. If the product doesn't fit because the size you selected was wrong, you won't pay for the product, but the mobile-service fee may apply.
• Warranty is as stated by the manufacturer or provider on the product page; warranty claims go through AWN support.
• Collection and safe disposal of your old battery is optional and may carry a fee.

During an order we share your location with the assigned provider and driver and show you the driver's live position. We send order updates by in-app notification, SMS or email.

You can rate a completed job. Reviews must be honest, respectful and about the service. We may remove reviews that are abusive, misleading or unrelated.

• Don't create fake orders or use a payment method that isn't yours.
• Don't abuse drivers, providers or support staff.
• Don't try to hack, disrupt or scrape the platform.

Check your vehicle on hand-over. If something was damaged during the service, tell us within 48 hours through Support with photos and the order number. Providers must carry liability insurance; AWN follows the claim up with the provider and may hold their payouts until it is resolved.

We reply to complaints within 2 business days and aim to resolve them within 14 days.

Nothing in these terms limits your rights under the UAE Consumer Protection Law (Federal Law No. 15 of 2020).

To the extent the law allows, AWN's liability for a fault in the platform is limited to the amount you paid for the order concerned, and AWN is not liable for indirect losses. The provider is responsible for the service it performs.

We may update these terms. We'll tell you about material changes in the app or by message; continuing to use AWN afterwards means you accept them.

These terms are governed by the laws of the United Arab Emirates. Any dispute that can't be settled with our support team falls under the competent courts of the United Arab Emirates.

• Email: support@awn.example
• Phone: 800 296 (demo)
• In the app: open your order → Support