Wolt’s User Terms of Service for Delivery of Personal Items

Updated: 18 November 2024

By using the Wolt Service for delivery of personal packages, you agree to be bound by these User Terms of Service for delivery of personal items (“Personal Items Delivery Terms”). Please read the Personal Items Delivery Terms carefully before placing an order for delivery of personal items. If you do not agree with the Personal Items Delivery Terms, you cannot use the Wolt Service for this purpose. Breaching these Personal Items Delivery Terms may result in your Wolt account being disabled.

If you have a Wolt for Work Account, these Personal Items Delivery Terms also apply to the Wolt for Work Customer Organization, which has granted you the Wolt for Work Feature, when you place an order for delivery of personal items through the Wolt for Work Feature. If there is any discrepancy between these Personal Items Delivery Terms and the Wolt Corporate Terms & Conditions applicable to the Customer Organization, the Wolt Corporate Terms & Conditions shall prevail.

These Personal Items Delivery Terms are supplemental to Wolt’s User Terms of Service applicable in the country where you are located for the Wolt Service. Any subject matter relevant for delivery of personal items not covered in these Personal Items Delivery Terms is governed by your local User Terms of Service. Any capitalized terms not defined separately in these Personal Items Delivery Terms shall have the meaning given to them in your local User Terms of Service.

Description of Personal Items Delivery

The service is intended for delivering packages and other personal items from one address to another within the available delivery area. You may request the service through the Wolt App or Wolt website. The package will be delivered by a Courier Partner contracted by Wolt.

When placing an order for delivery of personal items, you will be prompted to provide the necessary details for the completion of your order, including but not limited to pick-up and drop-off location, name and phone number of the person sending the package and of the person receiving the package and some details of the package to be delivered. Once you have confirmed your order for delivery of personal items and Wolt has accepted the order, Wolt will provide you with an order confirmation and a tracking functionality for your order. Any delivery, pick-up or drop-off times communicated to you in the Wolt Service are only estimated times. Wolt does not guarantee that your delivery will be picked up or delivered at the estimated time.

You are responsible for ensuring that the person providing the package for delivery is present at the given pick-up address at the estimated pick-up time and hands over the package to be delivered to the Courier Partner. You must ensure that the package is packed properly and safely so that items are secured and any boxes are closed. You are further responsible for ensuring that the person receiving the delivery is present at the given drop-off address to meet the Courier Partner at the estimated delivery time and that they, if prompted by the tracking functionality, show a PIN code from the tracking functionality to the Courier Partner.

If the sender or receiver of the package is unavailable and cannot be reached by the Courier Partner or Wolt, the delivery order may be cancelled by Wolt and you will be charged for the full price of the order. Wolt will then contact you to inform you of how the undelivered package will be returned to the sender. If the sender is unavailable to receive the package, it may be left unattended (e.g., outside the door) at the pick-up address.

You cannot cancel your order for delivery of personal items once you have placed it and Wolt has accepted your order. Wolt follows the limitations of consumers’ statutory cancellation rights as set out in applicable laws, according to which the right of withdrawal does not exist for contracts for transport of goods if the contract provides for a specific date or period of performance.

Contractual relationship

When placing an order for delivery of personal items and following Wolt’s acceptance thereof, you enter into a binding purchase agreement for delivery services with the Wolt entity as identified in the User Terms of Service applicable in the country where you are located.

Wolt is not in the delivery business but provides a technology platform connecting your order with a Courier Partner. The fulfillment of your delivery order is subject to availability of a Courier Partner, and Wolt reserves the right, in its sole discretion, to cancel or to decline an order for delivery of personal items.

Payment

Wolt will charge from you a delivery fee, and a possible service fee and other surcharges (when applicable) for your order for delivery of personal items as defined in more detail in the Wolt Service.

The payment will be automatically charged upon completion of the delivery at the given drop-off address. Wolt is entitled to make an authorization hold on the credit card used for the order already at the time of you placing the order. You acknowledge that you will be charged in full also in case the completion of your delivery order fails due to your breach of these Personal Items Delivery Terms.

Restrictions

Size and value limitations. Your package to be delivered with the service may not be larger than the weight and size limits defined in the Wolt Service prior to placing your order. Also any monetary value limitations for the items to be delivered as defined in the Wolt Service must be followed. 

Prohibited items. You may not use the service to send any prohibited items, including: (i) illegal or stolen items; (ii) firearms, weaponry and their parts; (iii) alcohol, tobacco products, e-cigarettes or medications; (iv) cash; (v) live animals; (vi) dangerous, hazardous or poisonous goods, including explosive substances and articles, gases, flammable liquids and solids, oxidizing substances and organic peroxides, toxic and infectious substances, radioactive material, corrosive substances and other dangerous substances and articles which present a danger during delivery, as described in more detailed in applicable laws and regulations of the country where you are located.

The Courier Partner may refuse the package for delivery if the aforesaid limitations are exceeded or the Courier Partner detects that the package contains prohibited items. In such a case  you will be charged for the full price of the order. 

Liability

Wolt’s liability for damage to or loss of the package delivered with the service is limited to the market value of the affected items of the package included in your order. Wolt may be held liable only in cases where damage to or loss of the parcel is attributed to Wolt. Wolt’s liability is categorically excluded in cases where you have not followed these Personal Items Delivery Terms. 

You acknowledge that you may be removed or suspended from the Wolt Service if you engage or the person who you have indicated as the sender or recipient of the package engages in the following behavior in connection with your order for delivery of personal items: (i) abusing the Wolt Service or causing any harm or detriment to the use of the Wolt Service or the Courier Partners or Wolt or Wolt’s employees; (ii) fraudulent acts; (iii) placing a false order for example by not paying or by not being present at the pick-up or drop-off location or otherwise failing to comply with these Personal Items Delivery Terms; or (iv) threatening, harassing, racist, sexist or any other behavior that Wolt deems inappropriate towards Courier Partners or Wolt's employees.

Privacy

When sharing personal data, such as a name, address or phone number, with Wolt in connection with ordering a delivery for personal items, you confirm that you have obtained consent from the person whose data you are sharing. You confirm to have informed any such person that Wolt or a Courier Partner may call the person at the given phone number and that their personal data shared with Wolt will be processed in accordance with our Privacy Statement.