AI Use Policy

Route building and optimisation: grouping paid orders into efficient routes, sequencing stops, and estimating distance, time and driver pay.

Demand and capacity forecasting: predicting order volume by zone and time so hubs hold the right stock and enough drivers are offered work, including when to bring in an overflow delivery partner.

Fraud and safety signals: flagging unusual ordering, refund or delivery patterns for a human to review.

Support assistance: drafting suggested replies and summarising long ticket threads for our agents.

Content assistance: drafting internal documentation and product copy, reviewed by a person before publication.

No refund is refused, no account is closed, no driver is deactivated or has pay adjusted, and no supplier is removed from the platform on the basis of an automated decision alone. A trained member of staff reviews the evidence and makes the decision.

No support reply drafted by an AI assistant is sent without a human agent reading and approving it.

You always have the right to ask for a human review of any decision that affects you, and to be told the main reasons for it.

Automated systems use operational data: order contents and timing, addresses and zones, route and distance data, vehicle capacity, driver availability and performance, hub stock levels, and payment outcomes.

We do not use special-category personal data for these purposes, and we do not build advertising profiles.

Your personal data is not used to train third-party foundation models. Where a third-party AI provider processes data for us, it is under contract, limited to the task at hand, and prohibited from training on it.

Route and pay estimates are estimates. Actual pay is calculated from the completed route record, and where an estimate and the record differ in the driver's favour, the record wins.

We monitor automated systems for errors and for outcomes that unfairly disadvantage a zone, a supplier or a group of drivers, and we correct the system when we find them.

Every significant automated action on an order or route is written to an audit trail that support and operations staff can inspect when investigating a complaint.

To object to automated processing, request a human review, or ask how a decision about you was reached, raise a ticket in the app or email support@watadash.com. We respond within 30 days.

Some automation cannot be switched off individually — without route optimisation there is no delivery service — but you can always have the outcome reviewed by a person.