Terms of Service

1. Acceptance of Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you and WHL Logistics Marketplace LLC, a company incorporated in the United Arab Emirates ("WHL", "we", "us"). By accessing or using the WHL platform at whl.ae (the "Platform"), you represent that:

• You are at least 18 years of age
• You have the authority to bind the business entity on whose behalf you are acting
• Your business is lawfully registered and permitted to operate in the UAE
• You have read, understood, and agree to be bound by these Terms and our Privacy Policy

2. Definitions

• "Platform" means the WHL website, mobile applications, and all related services
• "Kind A User" means a business that uses WHL to search for and book warehouse space
• "Kind B User" means a business that lists surplus warehouse capacity on WHL for rent
• "Listing" means a warehouse space advertised on the Platform by a Kind B User
• "Booking" means a confirmed agreement between a Kind A User and a Kind B User for the use of a listed space
• "AED" means UAE Dirham, the currency used for all transactions on the Platform
• "Service Fee" means the commission charged by WHL on each completed Booking

3. Account Registration

To access the Platform's core features, you must register for an account. You agree to:

• Provide accurate, current, and complete information during registration, including a valid UAE trade licence or equivalent documentation
• Maintain and promptly update your account information
• Keep your login credentials confidential and not share them with any third party
• Immediately notify WHL of any unauthorised access or suspected breach of your account
• Accept responsibility for all activities conducted through your account

WHL reserves the right to suspend or terminate accounts that provide false information, fail verification, or violate these Terms.

4. User Responsibilities

The responsibilities of each user type are distinct:

Both user types agree to treat all counterparties with professionalism and not engage in any form of discrimination, harassment, or deceptive conduct.

5. Listing Standards

Kind B Users must ensure all Listings comply with the following standards:

• All photographs must accurately represent the current state of the facility and not be digitally manipulated
• Dimensions and available square footage must be accurate within a 5% margin
• Certifications claimed (e.g., cold storage, hazardous goods handling, free zone status) must be current and verifiable
• Pricing must be stated in AED and inclusive of all mandatory charges; optional charges must be clearly listed separately
• Availability calendars must be kept accurate and updated within 24 hours of any change
• The facility must comply with all applicable UAE municipal, civil defence, and environmental regulations

WHL reserves the right to remove, edit, or reject any Listing that does not meet these standards, without prior notice and without liability.

6. Booking Process

A Booking is created and governed by the following process:

1. Request: A Kind A User submits a Booking request through the Platform specifying dates, space required, and intended use.
2. Acceptance: The Kind B User reviews and accepts or declines the request within 48 hours. Failure to respond results in automatic expiry of the request.
3. Payment authorisation: Upon acceptance, the Kind A User's payment method is authorised for the full Booking amount plus the applicable Service Fee.
4. Confirmation: WHL issues a digital Booking Confirmation to both parties containing key terms, access details, and emergency contacts.
5. Access: The Kind A User gains access to the space from the start date stated in the Booking Confirmation.
6. Completion & settlement: WHL releases payment to the Kind B User within 3–5 business days after the Booking start date, less the Service Fee.

7. Cancellation Policy

The following cancellation terms apply to all Bookings made through WHL:

7.1 Cancellation by Kind A User (Space Seeker)

• More than 14 days before start date: Full refund of the Booking amount (Service Fee is non-refundable)
• 7–14 days before start date: 50% refund of the Booking amount
• Less than 7 days before start date: No refund; full Booking amount is forfeited
• No-show: Full Booking amount forfeited. The space will be released to the market after 4 hours

7.2 Cancellation by Kind B User (Space Owner)

• Full refund of all amounts paid by the Kind A User, including the Service Fee
• A cancellation penalty of AED 500 per cancellation shall be charged to the Kind B User
• Repeated cancellations (3 or more within 6 months) may result in account suspension
• In cases of genuine emergency (documented), WHL may waive the penalty at its sole discretion

7.3 WHL-Initiated Cancellations

WHL may cancel a Booking if either party is found to be in material breach of these Terms, if a listing is found to be fraudulent, or if a force majeure event makes performance impossible. In such cases, WHL will issue a full refund to the Kind A User.

8. Payment Terms

All payments on the WHL Platform are processed in UAE Dirham (AED) exclusively.

8.1 Accepted Payment Methods

• UAE-issued credit and debit cards (Visa, Mastercard)
• UAE bank transfers (for Bookings exceeding AED 10,000)
• UAE Central Bank-licensed digital payment wallets

8.2 Payment Processing

Payments are processed by WHL's PCI-DSS Level 1 certified payment gateway. WHL does not store complete card numbers on its own servers. By providing payment details, you authorise WHL to charge the amounts due at the times specified in the Booking Confirmation.

8.3 VAT

All amounts displayed on the Platform are exclusive of UAE Value Added Tax (VAT) at 5% unless otherwise stated. VAT will be added and shown separately at checkout. WHL is registered for VAT in the UAE and will issue compliant tax invoices.

8.4 Currency

WHL operates exclusively in AED. International payments may be accepted in certain cases subject to conversion at the prevailing exchange rate at the time of payment; any resulting foreign exchange costs are borne by the payer.

9. Fees & Commission

WHL operates a straightforward, flat-rate fee model with no percentage commissions and no hidden charges. All fees are stated in AED and are exclusive of UAE VAT (5%).

9.1 Fees Paid by Kind A Users (Space Seekers)

Kind A Users pay for the warehouse space they book at one of the following published rates, agreed with the Kind B User at the point of listing:

• AED 85 per pallet position per month — applies when storage is measured by the number of pallet positions occupied. This rate is fixed and displayed on every pallet-based listing.
• AED 75 per square metre per month — applies when storage is measured by floor area. This rate is fixed and displayed on every area-based listing. Minimum bookable area and measurement methodology are specified in each Listing.

Kind A Users are charged the agreed rate for the full duration of the Booking. Partial months are billed on a pro-rata daily basis (monthly rate ÷ 30).

9.2 Fees Paid by Kind B Users (Space Owners)

• AED 85 flat fee per listing — charged to the Kind B User at the time of publishing each Listing on the Platform. This fee covers verification, photography review, active listing placement, and distribution to all active Kind A Users. The fee is non-refundable once the listing is published.
• Each active Listing on the Platform requires one paid listing fee. If a Listing is taken down and re-published, a new listing fee applies.
• There are no subscription fees, no revenue share, and no commission deducted from rental income received by Kind B Users.

9.3 Payment Processing

• A payment processing fee of 2.5% applies to all card payments made through the Platform. This fee is absorbed by WHL and is not charged separately to users; published rates are inclusive of this cost.
• Bank transfer payments (for Bookings exceeding AED 10,000) are processed at no additional charge.

10. Prohibited Activities

You may not use the WHL Platform for any of the following purposes:

• Storing, handling, or transporting goods that are illegal under UAE federal or emirate-level law
• Storing hazardous materials, explosives, or weapons without the required licences and prior written approval from WHL
• Circumventing WHL's systems by arranging payments or renewals directly with counterparties to avoid Platform fees
• Creating false or misleading listings, reviews, or representations
• Harvesting contact details of other users for purposes outside of confirmed Bookings
• Scraping, reverse engineering, or systematically extracting Platform data
• Uploading malware, phishing links, or any content designed to harm users or WHL's systems
• Engaging in money laundering, financing of illegal activities, or any activity that contravenes UAE AML regulations
• Discriminating against potential counterparties on the basis of nationality, religion, gender, or any other protected characteristic

Violations may result in immediate account suspension, forfeiture of funds held in escrow, and referral to UAE law enforcement authorities.

11. Liability Limitations

11.1 WHL's Role

WHL is a technology marketplace that facilitates connections between Kind A and Kind B Users. WHL is not a party to the underlying warehouse rental agreement between users, and is not a warehouse operator, freight forwarder, or logistics provider.

11.2 Exclusion of Liability

To the maximum extent permitted by UAE law, WHL shall not be liable for:

• Loss, theft, or damage to goods stored in a listed warehouse
• Any act or omission of a Kind A or Kind B User
• Loss of profits, revenue, business opportunity, or data arising from use or inability to use the Platform
• Any indirect, incidental, special, or consequential damages
• Inaccuracies in Listings, including dimensions, certifications, or availability
• Platform downtime, technical failures, or third-party service interruptions

11.3 Cap on Liability

Where WHL's liability cannot be fully excluded by law, WHL's total aggregate liability to you in connection with any claim shall not exceed the total Service Fees paid by you to WHL in the three months preceding the event giving rise to the claim.

11.4 Insurance

WHL strongly recommends that both Kind A Users (cargo/goods-in-storage insurance) and Kind B Users (public liability and property insurance) maintain adequate and current insurance policies. WHL does not provide insurance and shall not be liable for any uninsured losses.

12. Intellectual Property

All content on the WHL Platform, including but not limited to the WHL name and logo, software, design, text, graphics, and data, is the intellectual property of WHL Logistics Marketplace LLC or its licensors and is protected under UAE and international intellectual property law.

You are granted a limited, non-exclusive, non-transferable licence to access and use the Platform solely for its intended purpose. You may not reproduce, modify, distribute, or create derivative works from any Platform content without WHL's prior written consent.

By uploading content (photos, descriptions, documents) to the Platform, you grant WHL a non-exclusive, royalty-free, worldwide licence to use, display, and reproduce such content for the purpose of operating and promoting the Platform.

13. Dispute Resolution

13.1 Between Users

Disputes between Kind A and Kind B Users relating to a Booking should first be raised through WHL's in-platform dispute resolution system within 7 days of the incident. WHL may mediate but is not obligated to resolve disputes between users.

14. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the United Arab Emirates, specifically the laws of the Emirate of Dubai, excluding conflict of law principles.

To the extent that disputes are not resolved through arbitration as set out in Section 13, the courts of Dubai shall have exclusive jurisdiction over any matter arising from or relating to these Terms.

15. Changes to Terms

WHL reserves the right to modify these Terms at any time. When we make material changes, we will:

• Update the "Last Updated" date at the top of this page
• Notify registered users by email with at least 14 days' notice before changes take effect
• Display a prominent in-platform notice for 30 days

Your continued use of the Platform after changes take effect constitutes your acceptance of the revised Terms. If you do not agree to the revised Terms, you must cease using the Platform and close your account.

16. Contact

For questions about these Terms, please contact:

• General: hello@whl.ae
• Legal: legal@whl.ae
• Contact Form: whl.ae/contact
• Post: WHL Logistics Marketplace LLC, Building 12, Floor 4, Dubai Internet City, Dubai, UAE