FAQ for Wolt Courier Partners

As a Courier Partner, you earn money by delivering orders to customers. You set your own schedule, so you deliver when and where you want. It's easy to start earning – no previous delivery experience is required! Wolt develops the courier application (Wolt Partner App iOS / Wolt Partner App Android) through which Courier Partners freely decide when they want to go online and which orders to deliver.

It is the Courier Partners responsibility to deliver the customers order safely and swiftly.

Courier Partners use their own equipment, including a vehicle of choice (car, bike, or scooter) and their own smartphone. Like all entrepreneurs, Courier Partners are in charge of their own: taxes, driving log, insurances, compulsory motor vehicle insurance (if they make deliveries with a car or a scooter), pension security, and financial security during periods in which they are unable to work. Courier Partners are also responsible for complying with local legislation including all traffic regulations. The misuse or distribution of any personal information is strictly forbidden.

Currently we are delivering in Vienna only but you can look forward to us expanding to more cities soon!

Yes, definitely. As an independent entrepreneur, Courier Partners have total freedom to cooperate or engage in an working relationship with other companies. Some Courier Partners have other sources of income besides making deliveries with Wolt. Some Courier Partners choose to dedicate more of their time to only making deliveries with Wolt. Those are all within Courier Partners’ right as an independent contractor. However, the quality of the service with Wolt should not be compromised because of the association with Courier Partners’ other sources of income.

Delivering with Wolt is all about flexibility and freedom. Courier Partners are free to take all the breaks whenever they would like to. What this means in practice: Wolt Courier Partners do not have to inform Wolt if they don’t want to go online and they can stay online/offline as long as they want to.

Many Courier Partners use this flexibility and freedom to work with Wolt alongside a traditional employment for an extra income.

Wolt’s algorithm offers delivery requests, ‘tasks’, equally to Courier Partners based only on your proximity to the venue, your vehicle type, and your current activity status (available for deliveries, busy with ongoing deliveries or offline). More information can be found from our public Transparency Report.

The freedom (to choose when to go online) and flexibility are the highest-rated aspects of our partnership with Courier Partners, with a satisfaction score of 4.64 out of 5 (according to the CP satisfaction survey of March 2022).

You can submit your documents via your cell phone using the Wolt Partner App for iOS and Android or via our website. Our main communication with you will be via the e-mail address you used for your Wolt account. Therefore please do not unsubscribe from our mailing list. Also make sure you have access to the e-mail address you used to send your documents so you can check your inbox and spam folders for updates from us.

You need a tax number, an e-card, an Austrian registration confirmation ("Meldezettel"), a bank account and if applicable a valid and active work - and residence permit. The minimum age is 18. Furthermore it is necessary for you to have either German or English skills on a A2 level. This is to make sure our Support Team can communicate with you to help you with your deliveries.

After the first step of your application you will have access to the introduction which is a 10 minute guide to prepare you for delivering . You can then upload all the necessary documents directly to the Wolt Partner App. Once this is done, you will need to sign the chosen contract. If your application is accepted, the last step before going online is to pick up your gear so you can deliver your orders safely.

It is difficult to give a specific time estimate when your request will be moved to the next steps. We process new applications based on the situation of customer demand in a specific city. If there is a need for more Courier Partners in a city, we will be in touch with the interested candidates.

Once you have been invited to the next steps, you can log in to Wolt Partner App and upload your documents there. For security reasons, please don't email your personal documents to us. Once you have successfully downloaded the Courier Partner App and watched the introduction session, you will be asked to upload all relevant documents.

Once you have been handed out your gear and successfully gone through all the steps in the Onboarding Process, you are able to go online and start making deliveries whenever you would like to.

Our capacity for new Courier Partners usually fluctuates a little so we may not be able to push you to the introduction yet. Therefore we may have to ask you to stay patient a little longer. Hopefully we will be able to get to know you soon!

Courier Partners have full freedom to choose how and when to deliver with Wolt. This also means that Wolt cannot guarantee a specific amount of delivery tasks, but you can see the status of your city in your app before you go online. If the app is "normal" or "busy" you will have a good chance of being offered orders to deliver.

Each order has individual pricing. Before you accept or decline an order, you will be able to see the suggested amount of earnings you can receive if you deliver the order. This amount is affected by: distance of the order, type of order, weather conditions, potential bonuses and more.

For freelancers: Wolt will deduct the social security contribution, but not the taxes. For self-employed: Wolt will not deduct anything - you are responsible for handling the social security contribution as well as taxes.

For further information, please contact the financial services.

There are typically two “peaks” in a day, when there are most orders available. These would be the lunch peak (around 11:00 to 13:00) and dinner peak (around 17:30 to 21:00). By coming online during these peak hours, you maximize your potential earnings, as there would be most tasks available during these times. It's also a good idea to keep close to "hot spots" (usually in the center of the city, where most of the venues are located) to maximize the potential of receiving tasks.

As a Wolt Courier Partner, as with self-employed persons and entrepreneurs, your turnover possibilities are not fixed and depend on you. Your turnover depends on how many orders you deliver and especially at what times you make your deliveries. We recommend that you follow our push messages and make deliveries especially during peak hours.

You will always receive your remuneration on the 15th of the following months.

Courier Partners can at all times view their accumulated earnings in the Courier Partner app.

Please contact our Operations Team (partners.austria@wolt.com) to make changes to your payment details.

We recommend that you use the Wolt delivery bag. Using other Wolt gear is highly recommended to ensure a smooth and safe delivery experience. Although Wolt does not provide one, a power bank is a good thing to have!x

Wolt Courier Partners can make deliveries for by car, motorcycle, scooter, bicycle, etc. During the partnership you can change the delivery vehicle. As long as you have all the necessary licenses to drive the vehicle of your choice and have appropriate delivery equipment for that vehicle, you are free to decide what you drive.

However, please let us know briefly beforehand via the support function of the partner app.

If your application has been approved, we will contact you by mail and tell you the exact address. It is important that you book an appointment so that we can take time for you.

No, you do not have to use any Wolt gear. You decide what gear you want to use. There is no “dress code” or other requirements for the gear you want to use – except that the delivery bag you use must be a thermal bag (with a separate cold container) that fulfills any applicable food safety requirements.

When you have received your gear and we put your account online, we will deduct a deposit of 100€ from your gross earnings. The amount will always be 100€ regardless of the number of items you are using. The deposit is deducted only once. Even if you change your gear or get new pieces of gear in the future, the deposit will not be deducted again. If you decide to stop delivering and return the gear, we will return the 100€ to your gross earnings once you have returned the gear.

Yes, you can switch between vehicles as long as you have informed us, have valid license to operate such vehicle and proper gear to make deliveries with it. It is crucial that you'd let Support know every time you switch between vehicles. The vehicle type in Courier profile has to always match the vehicle that is currently being used.

If you have problems with your gear, kindly contact the support team. If you are delivering in Vienna you can also come to the Courier Partner Hub.

Delivery partners are free to decide when they feel able to deliver. If you fall sick and are unable to work, starting on the fourth day you can apply for sick pay at the ÖGK. Wolt provides accident insurance for incidents that occur during delivery with Wolt. You can find more information about sick pay here.

Delivering with Wolt is all about flexibility and freedom. Courier Partners are free to take all the breaks whenever they would like to. What this means in practice: Wolt Courier Partners do not have to inform Wolt if they don’t want to go online.

If you are a freelancer ("Freier Dienstnehmer") and planning to take a break from delivering with Wolt for more than a month, it makes sense to let us know. This is so we can keep you registered at the ÖGK so you can go back to working with us immediately.

In this case you have to fill out an accident report. Please contact support, we will be happy to help you in this situation!

Freelancers working with Wolt have full health insurance. If you opted for self-employment it is your responsibility to make sure you are sufficiently insured.

Furthermore Wolt covers an accident insurance for all Courier Partners working with Wolt

Courier Partners can log in to Wolt Partner App with the code that’s sent to their phone number.

For this purposes, we recommend you to use the support chat in the Wolt Partner app and send us, for example, your document with the name change or your new phone number.

If you want to deactivate your account or terminate the service agreement with Wolt contact us at partners.austria@wolt.com

A pick-up task is the task a Courier Partner is picking up orders from a given venue. Simply put, it refers to Courier Partners moving from where they originally were (A) to the Venue (B) to pick up the order. The pickup task is shown as a “pick-up notification” in the Partner App. Courier Partners can accept a pick-up task by pressing the [I am on it] button or decline it if they want to.

Pickup information contains everything Courier Partners need to know about the venue and the task they are picking up. Courier Partners can see Pick-up Information in the Partner App when accepting a pick-up task, it contains important details such as: - Notes from the restaurant, for example: “Please wait outside until the order is marked ready.” - Checklist of the contents of the current order, for example: “2 burgers, 1 milkshake, 1 coca-cola zero.” - The address of the restaurant.

A dropoff task is the task of a Courier Partner delivering food/orders from a given venue to a given customer location.

Drop-off information contains everything Courier Partners need to know about the location they are delivering the order to. Courier Partners can see this in the Partner App when accepting a dropoff task. The drop-off information usually contains: - Notes from the customer, for example: “My doorbell phone is broken. Please call me when you get here.” - Notes regarding the contents of the current order, for example: “2 burgers, 1 milkshake, 1 coca-cola zero.” - The address of the customer.

When you receive a task, it means that you are currently the most optimal Courier Partner available for that specific task, at that specific moment in time. If you do not accept the task, which is completely okay, you might experience that the task will disappear and another Courier Partner might have become more optimal for delivering that specific task. If you do not accept a task in 60 seconds, it will automatically disappear from your Partner app and will not be offered to you anymore.

You can find the total kilometres travelled from the "Stats" section in the Wolt Partner App. Kindly note, the kilometres data from Wolt Partner App is not accurate enough for tax exemption purposes, as it has not been made for these purposes and is also affected, for example, by the accuracy of your GPS.

If the venue is late to give the orders, we advise Courier Partners to contact our Support. Kindly give the order number and as many relevant details as possible.

If Courier Partners experience any problems with finding the customer, kindly make sure you are at the correct address, and try to call the customer first. If you still cannot reach them, please contact the Support Team through the chat in the Wolt Partner App.

If the delivery is too large to fit in your delivery bag please contact Wolt Support to receive assistance.

If there is any damage to the order (even if there is the tiniest leak in the coffee cup), we advise Courier Partners to contact Wolt Support with a picture of the damage and as much details as possible, so we can together assess the situation and ensure a great customer service experience.

The best way to deal with unexpected situations during deliveries is to contact Support as soon as you can via the chat on Partner App.

Recommended approach: - Mark the pickup task “completed” after the food is in your bag, if possible in real time since one of the most crucial aspects about Wolt Service is to keep the customer experience as smooth and reliable as possible. The customers can be able to trust that the information they see in their app is accurate: - Mark the drop-off task as “completed” after the order has already been delivered.

In such cases we recommend you to contact the support via the chat function. You can get further instructions in the support chat.

Please email your request to partners.austria@wolt.com and we will get back to you with the next steps.

The reasons for termination of the partnership on the part of Wolt are summarised in the Service Agreement under clause 8.2.

If you need help with your active deliveries, chat with our Support team in Wolt Partner App and get answers within seconds Wolt Support is available in both German and English languages. Please try to provide as much information as you can - for example: situations where the issue happens, time and date, orders number, screenshots…etc.

To contact our support team, open the Wolt Partner app and press the menu. Under "Support" you can write a new message.

Wolt is open for orders Mon-Fri 09:00-23:00 and on weekends 09:30-23:00.