Wolt Community Standards
At Wolt, our mission is to bring joy, simplicity and earnings to neighbourhoods of the world while striving to make cities more sustainable. Every delivery is a shared experience, whether you’re ordering, delivering, or selling products - you’re part of the same Wolt community.
These Community Standards set out how we expect people to treat one another on Wolt and are built on four core principles: respect, safety, care, and trust. These apply to everyone who uses the platform including customers, merchants and couriers. The Community Standards operate alongside Wolt’s Terms of Service, Privacy Policy, and other applicable agreements, as well as local laws and regulations.
They can’t cover every situation, but they set clear expectations and help keep Wolt a platform people can rely on.
Treat each other with respect
Everyone should feel welcome, valued and safe on Wolt.
This means:
Communicating calmly and respectfully, even when something goes wrong.
Respecting differences in background, identity, beliefs, or circumstances.
Avoiding behaviour that makes others feel uncomfortable, threatened, or unwelcome.
Harassment, discrimination, hateful language, or unwanted attention don’t belong on the Wolt platform. We take these behaviors seriously because they undermine trust and can cause real harm.
Put safety first
Safety is a shared responsibility and a core part of being a good community member.
This means:
Following local laws and regulations, including traffic and road safety rules.
Acting responsibly and staying focused on the road.
Keeping interactions calm and free from verbal or physical harm.
Threats, violence, reckless driving, or unsafe interactions with people or property are not acceptable on our platform.
If someone is in immediate danger, contact local emergency services.
Handle orders and shared spaces with care
Every order represents someone’s needs, time, and trust.
This means:
Handling food hygienically and keeping food sealed and fresh in line with applicable regulations. Respecting allergy notes and special instructions.
Treating buildings, vehicles, and public spaces thoughtfully and leaving them as you found them.
Opening, tampering with, damaging, or contaminating orders or damaging property is not acceptable or allowed.
Enhance Trust by respecting privacy, acting honestly, and in good faith
Trust depends on respecting personal information, being honest in how we use the platform, and acting in good faith in every interaction.
Wolt works best when people are open, reliable, and fair with one another.
This means:
Using your own account in a compliant way and providing accurate information.
Completing orders and tasks as intended.
Giving honest feedback and reports.
Misusing the platform, including fraud, false information, or attempts to gain unfair advantage, harms the community and may lead to account restrictions or removal.
Trust also relies on knowing that personal information is handled responsibly and in line with applicable data protection laws and Wolt’s applicable privacy statements.
This means:
Using contact details only for the delivery, order, support or other legitimate purposes.
Keeping interactions professional and task-focused.
Respecting personal space and boundaries.
Sharing personal information, images, or recordings inappropriately and without a legitimate reason or without consent, where required, or contacting someone for reasons unrelated to the order, isn’t appropriate and may lead to action on the account.
Our commitment to fairness
Wolt is a shared space. When these standards aren’t met, we may take steps to protect the community, including temporarily or permanently removing access to the platform.
We aim to act fairly and proportionately. If you believe a decision affecting your account was made in error, you can contact our support team through the Customer, Courier, or Merchant app. We’re here to listen and review each situation carefully.
Speaking up and reporting concerns
If you experience or witness behaviour that goes against these Community Standards, please speak up.
For order-related issues, safety concerns, or misconduct on the platform, contact Wolt Support through the app or via support@wolt.com.
For concerns related to compliance, ethics, or potential violations of law or Wolt’s values, you can use Wolt’s Speak Up channel. Reports can be made also anonymously. There will be no negative consequences for reporting concerns in good faith.
More information about Speak Up and how to submit a report is available here.
Document owner and amendments
This document is owned and maintained by Wolt. From time to time, we may amend it to stay current and in line with evolving requirements.