FAQ for Wolt courier partners

A courier partner is free to accept or reject orders offered to him via Wolt courier partner mobile application. If he accepts an order, s/he picks it up from the venue and delivers it to the customer. If the order is paid in cash, s/he is also responsible for collecting and depositing the cash to Wolt at a later stage.

In Cyprus we operate in Nicosia, Limassol, Larnaca, Paphos and Ammochostos.

There is no restriction regarding doing deliveries with competitors of Wolt.

You can give your account to a subtitute who can perform deliveries on your behalf. Please note that you need to notify Wolt in advance by sharing with us this legal document. Also note that you are fully liable for engaging the substitute in a legal way.

1. Freelancer: You are a self-employed courier partnering with Wolt to provide your services to your customers.

2. Fleet managed courier: You are employed by a fleet managing company Wolt is cooperating with. You do not partner with Wolt in any way.

You can find more information by clicking here.

Freelance courier: You have a total freedom in choosing when, how, and for how much time you will be delivering! Fleet managed courier: Wolt does not impose any limits on how many hours you spend online. However, please note that there might be restrictions imposed by your employer.

You can download Wolt Partner app from Android or iOs and Sign up through there.

You can start delivering either by partnering directly with Wolt as a freelancer or by being employed by a cooperating fleet company. The requirements are: Freelancers: Be a permanent legal resident of Cyprus

Fleet managed: Be a legal resident of Cyprus and have a valid working permit.

For freelancers: 1. Download the Wolt Partner app from the App Store or Google Play store. 2. Submit an application (sign in if you are already user of the Wolt customer app or sign up otherwise). 3. Wait for your application to be approved (you will get an email notifying you when this happens). 4. Watch/read the introductory presentation via the Partner App. 5. Declare your personal info (IBAN, residence etc) and upload the necessary documentation (on the Wolt Partner App). 6. Digitally sign the contract sent to you in your email. 7. Book an appointment to pick up your Wolt gear (booking form will be sent to you via email once you sign your contract). 8. Receive your gear and start delivering.

The average waiting time between application and onboarding can span from a few weeks to several months.

Wolt needs you to fill-in/ upload in your application form in the courier App the following: Freelancers (self employed): Residence permit/Yellow Slip/Registration Slip/Cypriot ID Valid driving licence (local or international) Self employed registration TIN number VAT number (if applicable) Fleet managed: Residence permit/Yellow Slip/Registration Slip/Cypriot ID Valid driving licence (local or international) Residence permit/work permit (foreigners)

You will upload your documents in the Wolt Partner app. There is no need to physically hand them over to Wolt.

Your acount is assigned to one country and one city. You can request a change of city in Cyprus at any time by contacting the Support Team, but if you want to deliver in another country, you will have to apply from scratch in the country of interest.

You will be able to start delivering once you have completed the last stage of the application process; when you receive your gear. .

We use the First In - First Out method for accepting applications so it might take some time (up to a few months) for your application to be accepted.

Each task is priced individually based on delivery distances, date and time, demand, ease of access of the pickup and dropoff points. You will see the payment for each task when it's offered to you so you can decide if it is worth accepting.

Venue/customer delay When there is a delay in the order caused by the venue or the customer, +€1.00 compensation is added to the courier partner's 15 minutes of waiting, which increases by +€0.50 for every 5 minutes beyond the first 15. The compensation is added only in case you have contacted Support and delivered the order!

In case the customer pins their location wrong and you need to go to another address or you need to return the order to the venue you will be refunded 1€/km (given that in-between locations distance is further than 500m). This distance is measured in straight line.

Delivering during peak hours can maximize your earnings. Also, accepting all tasks might be a good strategy to earn more.

Tips through customer app are 100% compensated to you.

Customer can place tips using the customer app both before and after he receives the order.

Tips given to you in cash by the customer are also 100% yours.

Freelance couriers:

Wolt pays you the invoiced fees twice per month and emails you a proof of payment/ self billing invoice. For deliveries from the 1st to the 15th of the month: payment on the 25th of the same month (or the next business day if that day happens to be a holiday). For deliveries from the 16th to the 31st of the month: payment on the 10th of the following month (or the next business day if that day happens to be a holiday). Fleet Managed couriers: If you are a fleet courier, please ask your employer for your payment schedule.

You can see your detailed earnings at any time through the app (tab Finances).

All payments are transfered to your IBAN via bank transfer.

You will need to notify the Support Team through the chat and then they can help you change your details.

What are cash deliveries?

Cash deliveries are deliveries paid in cash by the customer.

How do I start cash deliveries?

See the following section. You need to fill a form or come to the office

Will I get more orders if I start cash deliveries?

Yes, you can expect to earn around 10% more if you also perform cash deliveries.

How does cash work?

Cash orders are clearly marked in the app. When you deliver a cash order, you receive the amount indicated in the app from the customer. Be sure to have some change in case customer gives you a larger amount. You keep the cash and deposit it later to Wolt.

How many cash orders should I expect per day?

Around one out of every six orders is a cash order.

I am a new courier. Will I start with cash from day 1?

You will start receiving cash orders after you have completed around 100 deliveries. This is done automatically by the system, you don't need to request it

Do I need to have change with me?

Yes! Sometimes customers do not have the exact amount.

What if someone steals my money before I deposit them?

You need to deposit regularly. If you lose money, you still need to pay the amount to Wolt.

Cash orders are like all other orders with only one exception: 

When you deliver the order, you have to receive cash that is mentioned in the app from the customer

Here are some tips:

• Always have some change, customers might not have the exact amount.

• NEVER press “Order Delivered” before you get the cash. When you press “Order Delivered”, you implicitly accept that you received the cash

• If customer doesn't have cash, refuses to pay etc, always contact Support

When

Cash you are carrying is Wolt's property and has to be deposited to Wolt as follows:

• Before your balance reaches 180 euros

  AND

• At least once per week (even if your balance is 10 euros)

We strongly recommend you to deposit at least thrice per week. Carrying a lot of money on you is unsafe.

How much

You need to deposit the full amount you owe.

WOLT offloadings happen through SmartPay outlets and the AirCash app.

• To deposit cash through SmartPay you just need to:

  1. Go to one of the locations listed here (click on hyperlink)

  2. Mention to the teller that you are from Wolt, show your courier ID number and give the money you want to deposit

  3. Your cash balance is immediately registered in the courier app! No need to wait til the next day!

• To deposit cash through AirCash you just need to:

  1. Register as a user and top-up your account as explained here (refrain from topping up with Abons: AirCash vouchers)

  2. You can find the locations where you will be able to visit and top-up your account by giving cash here

If you need assistance, don't hesitate to contact AirCash customer support at info@aircash.eu or +35780077073.

If you exceed your cash limit (180 euros) or if more than one week from your last cash-out has passed and you have a cash balance, your account will be temporarily deactivated.

Deactivations happen automatically at any time throughout the day.

In order to get reactivated you have to do deposit the cash amount to the nearest 5 euros (eg if your balance is 283.5 euros, you have to deposit 280 or 285 euros, NOT LESS)

Important: Repeatedly forgetting to cash-out will bring the permanent freeze of your account

Wolt provides gear for deliveries with a deposit from your first earnings.

The items are the following:

• Bike Bag

• Coffee Bag (including cup holder)

• Summer Jacket

• Inner Jacket (during October-March)

• T-Shirts x4 (during April-September)

The items you receive are recorded in your courier app.

Wolt Courier Partners can make deliveries with a car or a motorcycle. During the partnership, you can change the delivery vehicle, as long as you have all the required licenses to operate the vehicle of choice and have an appropriate delivery gear for that vehicle.

Moreover, you always need to contact support in order to change your vehicle type in the app.

Gear is handed to you before your first delivery.

You can always change your gear if it is worn or torn (for a returnable deposit fee if you are a freelancer) by visiting the warehouse.

Nicosia: Thursday: 12:00 - 14:00 Limassol: Thursday: 12:00 - 14:00 Larnaca: Thursday: 12:00 - 14:00 Paphos: Thursday : 15:00 - 16:00

Freelance courier:

• You don’t necessarily have to use Wolt gear. But you are expected to have to have a gear that is safe for delivery and fulfills any applicable food safety requirements and safeguards hygiene. You can choose to opt in or opt out of using Wolt gear while delivering and you will be compensated if you do (marketing bonus).

Fleet Managed courier: 

• Our agreements with fleet companies provide (and compensate for in the form of marketing compensation) the use of Wolt branded gear.

Freelance courier:

• A gear deposit is deducted from the accountholder's first earnings.

• If the partnership is terminated by either party, you have one month to return the gear (in any condition) and get the guarantee back with your last payment.

Fleet Managed courier: 

• The equipment belongs to your Fleet manager, we do not accept returns from Fleet Managed couriers because that is the agreement we have with them.

Yes, you can change it by reaching out to the Support Team and choosing "change vehicle" option.

You can deliver as you wish, but customers usually appreciate clean clothes and Wolt-branded equipment (and experience shows they tip more if they see such couriers). If your equipment is lost/ worn out or dirty, you can come to the warehouse to replace it (with an additional deposit).

Nicosia: Monday - Wednesday: 12:00 - 16:00 Limassol: Monday - Wednesday: 12:00 - 16:00 Larnaca: Monday - Wednesday: 12:00 - 16:00 Paphos: Tuesday - Wednesday: 10:00 - 11:00

We strongly advise not to deliver if you are sick.

You are free to take a break from Wolt whenever you feel like it. Please keep in mind that the system is deactivationg accounts due to inactivity if you don't deliver for more than 60 days.

If you have an accident while you are online and delivering, please contact the Support Team for help.

If you are a freelancer, you might be covered by our private insurance scheme (Onsi - see below) for certain types of physical damage caused to you. The application of the claim can be done in the Wolt Partner App.

You have your own state insurance coverage.

In case you are fleet managed employee, your employer is responsible for your insurance through your hiring documents.

If you are a freelancer, apart from the state insurance, Wolt provides private insurance to all courier partners (Onsi). This private programme compensates for certain kinds of injuries to you as long as you were online and delivering with Wolt when the accident happened. You can access this in the courier app at any time (section Insurance)

Wolt in partnership with LEADING HR LTD, an accredited risk management company has compiled a list of essential tips on driving behavior, safety and preventing measures regarding COVID 19 pandemic.

Please take some time to read through the material. Always put your safety first!

Practice safe driving techniques: Monitor blind spots, travel at safe speeds and reduce speed in work zones, keep up with regular vehicle maintenance, adjust driving techniques in bad weather, load cargo safely and reduce speeds on curves to prevent your vehicle and top box from tipping over.

Know your territory: Be familiar with the delivery area and your route and be extra cautious when you drive in areas you haven't visited before. Avoid muscle strain: Use material handling equipment such as a hard box or cargo box to move heavier items from the vehicle to the delivery site. Lift with your legs, not your back.

Watch your step: Look out for slip, trip and fall hazards when delivering the goods.

Limit cash: Restrict the amount of money that you carry on yourself by doing cash offloads frequently.

Conceal cash: Keep any money hidden from sight.

Park close: Park as close to the delivery site as possible; always try to park near the delivery door except if there are certain rules that prevent you to do so.

Be aware of your surroundings: Take note of any vehicles that may be following you.

Only deliver to valid addresses: Make sure that you are not delivering to an unoccupied home or business. Signs of vacancy may include an unkempt yard and no lights. If lights are off, ask support for guidance.

Be cautious when you deliver to hotel rooms: When you deliver food to a hotel or motel room, always read the notes of the customer.

Stay in well-lit areas: Park under a street light or in a well lit area, if possible.

Carry a flashlight: Keep a flashlight in your courier bag or pocket in case you have to walk to a side door or back of a building.

Avoid stress: Stress can be managed by organizing and planning the workload.

Shift work, late hours or extended work days: Avoid working long hours or extended days with no days off.

Sickness: Avoid going to work if you are not feeling well.

Law, Rules and Regulations: You need to abide by the current law, rules and regulations on all issues.

Company Regulations: You need to abide to your company’s regulations, including the Health and Safety measures and procedures implemented by your company (fleet managed couriers).

Language: Having knowledge of the Greek language is a big asset. It can improve relationships with management, co-workers and customers.

We strongly advise all freelance couriers not to deliver when it is sunny and the temperature exceeds 38 degrees. If you however want to work, please take a note of the following tips:

• drink a lot of water and other refreshing drinks and (feel free to ask Wolt Market to provide you with water)

• avoid caffeine and alcoholic beverages 

• Wear light-colored clothes that reflect the sun (like a Wolt t-shirt :)

• wear long-sleeved clothing and protective clothing and accessories (e.g. sunglasses) 

• take frequent breaks in shady spots and rest whenever needed

• use sunscreen to protect you from the sun

• eat frequent and light meals during the day

• in case you feel any discomfort or fatigue, immediately stop delivering  and rest in a cool and air-conditioned area

• Whenever there is an orange or red warning, you are obliged to stop working from 12 to 4pm!

Press "Sign in", input your phone number (including country code) and then fill in the 6-digit pin code that will arrive shortly to you via SMS.

By contacting the Support through the chat.

Each PIN code is generated autmatically and sent to you via SMS. You cannot have a fixed pin.

By contacting the Support through the chat.

A Pick up task involves driving to the merchant and picking up the designated order.

Drop off task involves navigating from the merchant to the customer with the order and delivering the order to the customer.

If you do not accept the task quickly, the task might disappear from your device and be offered to another courier.

All distances displayed in Wolt Partner app are calculated based on your phone GPS signal.

You can wait for the order to be ready, or let the Support know that you would like the task to be unassigned.

In case you can't find the customer, you can call them in the app by pressing the relevant button. If you still can't find them after 3 calls AND 10 minutes of wait, you can contact the Support Team for further guidance.

If the order is too large to be handled by you, you can contact Support team and either ask them to unassign it or ask for a second courier to help you.

Please note that certain vehicle types with higher capacity (eg cars, cargo bikes) are expected to handle large orders without asking for a second courier (except from really large orders).

If you have such a vehicle but do not want to handle large orders, please notify support.

Please take a picture and contact the Support and wait for further guidance.

Please do not deliver a damaged order before you get clearance from Support.

You can mark the task as "completed" only after you deliver order to the customer.

If it is a cash order, make sure you received the full amount before too (check that the notes are not counterfeit)!

Once you mark the order as delivered, the task compensation is credited to you and if the order is a cash order, your cash balance (amount owed to Wolt) increases.

Tips (if any) that were given through the app will appear a few hours later

You can immediately contact the Support Team and they will guide you further. It is very important never to hand the order to the customer if you have not collected the full amount.

This information will have to go through the Support Team and then they will inform the venue on the late pick up. When this happens, the customer will also get an updated drop off time in the Wolt App.

If you want to transfer to another Wolt country you need to start a new application to that country from scratch (new email and new phone number).

Operating hours are the hours customers can order in the Wolt app. This means that if you are online during these times, there is the possibility to deliver orders.

The operating hours in Cyprus are : Nicosia, Limassol: 24/7 Larnaca : 07:00 - 03:00 Paphos : 07:30 - 02:00 Ammochostos : 07:30 - 02:00

Freelancers: Firstly, you will need to deposit all remaining cash debt you may have. After that, you can inform the Support team so that they set your account offline. In case you want the gear deposit to be returned, you can return the gear to the Warehouse. You have 30 days to do so.

Fleet couriers: Fleet couriers do not have a partnership with Wolt so no action is necessary regarding Wolt

Please contact support for any issues regarding your orders. Do not contact Support for trivial issues (eg why I don't receive tasks,which are the busy areas etc).

You can contact the Support via in-app chat. Please contact the support for live orders and issues you face when you are online. For general issues please contact the operations department.

To contact the Operations Department please use the Support chat in the courier app, and choose the option called "Contact Courier Operations Cyprus". Choose the topic that concerns you and within two business days, you shall receive a reply, either through chat or telephone. We kindly ask you to be as clear and specific as possible when describing your issue, and attach possible documents if needed!