Wolt’s User Terms of Use for “Wolt Packages” Service - Israel

By using this Service, you agree to be bound by these User Terms of Use, as a User of the personal package delivery platform "Wolt Packages," as well as by any other terms presented in the Wolt Service (these “Terms”). Please read these Terms carefully before placing an order. If you do not agree with these Terms, please refrain from using this Service. 

These Terms are supplemental to Wolt User Terms of Service and Wolt Privacy Statement (the “General User Terms of Service”). Any subject matter related to the package delivery platform service not covered in these Terms is governed by the General User Terms of Service. Any capitalized terms not defined separately in these Terms shall have the meaning given to them in the General User Terms of Service.

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

For the avoidance of doubt, if there is a contradiction between the Hebrew version of these Terms and/or any other text in the Wolt Service and the versions in other languages, the provisions in Hebrew shall prevail with respect to the services provided in Israel.

Description of the Package Delivery Platform Service

The service is intended for delivering personal packages from one address to another within the geographic delivery area defined as available in the service (the “Service”). Orders may only be placed within the delivery area and the delivery range relevant to the pick-up address, as defined from time to time in the Wolt Service by Wolt, at its sole discretion. The delivery range may vary across different geographic areas and/or at different times. Wolt does not guarantee that the Service will be available at all times or in every area where the Wolt Service is available. You can check the availability of the Service at any given time by entering the pickup and drop-off addresses in the Service and receiving up-to-date information regarding order availability.

When placing an order, 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 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 and available at the given pick-up address at the estimated pick-up time, as well as during a reasonable timeframe (at least one hour before and one hour after) around that estimated time, in order to hand over the package to the Courier. You are also responsible for ensuring that the person providing the package hands over the package to the Courier after identifying the Courier as the one assigned to perform the delivery, and that the package is properly and safely packed to protect the items during delivery and securely sealed.

If the package contains fragile items, it must be appropriately packed, including the use of suitable packaging materials (such as bubble wrap), placed securely in a box, and clearly labeled as “fragile” both in the delivery instructions provided when placing the order and visibly on the package itself.

If the package is not ready for delivery when the Courier arrives at the pick-up address and/or the person sending the package is unavailable and the Courier and/or Wolt are unable to reach them, Wolt may cancel the order, and you will be charged the full amount of the order.

You are further responsible for ensuring that the person receiving the delivery is present and available at the given drop-off address to meet the Courier at the estimated delivery time, as well as during a reasonable timeframe (at least one hour before and one hour after) around that estimated time, and that they show the PIN code from the tracking functionality to the Courier for the purpose of verifying receipt of the delivery..

If the receiver of the package is unavailable and cannot be reached by the Courier or Wolt, or if the receiver refuses to accept the package or if the delivery fails for any other reason, 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 the return of the package to the sender and Wolt may charge you an additional fee for returning the package to the pick-up address. If the sender is unavailable to receive the returned package or if the return fails for any reason, Wolt and/or the Courier shall be entitled to leave the package unattended (e.g., outside the door) at the pick-up address. For the avoidance of doubt, Wolt and/or anyone on its behalf shall not bear any responsibility in connection with this.

Please note that you cannot cancel or modify your package delivery order once you have placed it through the Wolt Service. You should ensure, before placing the order, that all order details you enter are correct, accurate, and complete including addresses, contact information for the sender and/or recipient, and the package details. 

Contractual relationship

Wolt provides a technology platform connecting your order with an available Courier who is willing to carry out the delivery. The fulfillment of your delivery order is subject, among other things, to availability of a Courier, who agrees to carry out the delivery. Wolt reserves the right, in its sole discretion, to cancel or to decline an order for delivery.

Payment

Wolt will charge from you a delivery fee, and may also charge a service fee and/or any other applicable charge for your package delivery order, as specified in the Wolt Service at the time the order is placed. 

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 Terms.

Please note that Wolt may restrict the available payment methods and payment means for orders placed through the Service. Without derogating from the above, payment for an order may only be made using a credit card issued by an Israeli credit card company. Orders may not be placed using foreign or anonymous payment methods. The person placing the order should be located in Israel.

Service Restrictions and Commitments

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 the following items: (i) illegal items, including any item related to illegal activity; (ii) stolen items or items that the sender or recipient is not legally entitled to possess, or lacks the appropriate license to hold; (iii) Items that require special delivering or handling conditions (including special licenses or compliance with legal requirements);(iv) firearms, weaponry and their parts; (v) alcohol, tobacco and smoking products (including e-cigarettes), drugs, medications or any other product the consumption, marketing, or sale of which is restricted by law; (vi) cash, a check, promissory note, bill of exchange, a cashier’s check, traveller's check or other means of payment; (vii) animals; (viii) 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 or could present a danger during delivery; (ix) items whose purpose or intended use is illegal, malicious, and/or immoral. For the avoidance of doubt, the person placing the order declares and warrants that the contents of the package do not violate any of the above prohibitions.

The Courier may refuse to accept the package from the sender if they suspect that it contains prohibited items as detailed above, or if the package exceeds the size or maximum value limits, or if it is not properly packed in a way that allows for safe delivery, or if it otherwise violates these Terms. In such a case you will be charged for the full price of the order. 

Liability

The Service is provided by Wolt "as is", without any representation, warranty, or guarantee, express or implied, regarding its nature, quality, availability, or fitness for a particular purpose. Wolt shall not be liable for any damage, loss, or harm, whether direct or indirect, that may be caused to you or any third party as a result of using the Service, including but not limited to loss of the package, loss of income or profit, loss of data, bodily injury or property damage, or violation of privacy.

It is clarified that you bear sole responsibility for any damage, loss, or harm that may be caused to you and/or any third party, including the Courier, the sender, and/or the recipient of the package, as a result of the contents of the package and/or failure to comply with these Terms.

In any case, if Wolt is found to bear any liability, such liability shall not exceed the maximum monetary value of a single order as displayed in the Wolt Service at the time the order is placed. This amount may be updated from time to time at Wolt’s sole discretion and without prior notice. It is further clarified that any refund, if granted under this section, will be issued only to the user who placed the order through the Service, and will not be transferred to the sender, the recipient, or any other third party.

Wolt reserves the right to immediately disable or suspend the User account of the person placing the order in the event of a violation of these Terms. Use of the Service for unlawful purposes or in an illegal manner is also subject to the relevant legal consequences, including criminal and civil liability, for all parties involved.

Without derogating from the above, Wolt may remove or suspend you 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: (i) abusing the Wolt Service or causing any harm or detriment to the use of the Wolt Service or the Couriers or Wolt or Wolt’s employees or any other third parties; (ii) fraudulent acts, deceit, or other illegal actions during or in connection with the use of the Wolt Service, including in relation to the use of the Service.; (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 Couriers or Wolt's employees or ant other third parties.

Privacy

To order the Service, you will be asked to provide Wolt with personal data about yourself and others, such as name, address or phone number. Such personal data will be processed in accordance with Wolt Privacy Statement. You are not required to provide this personal data, but if you choose not to provide it, Wolt may not be able to provide the Service. By sharing personal data of others, you confirm that you have obtained the consent of the individual whose data you are sharing, for their personal data to be shared with Wolt and with third parties (such as the Courier, the sender and/or the recipient of the order, as applicable), as required for the performance of the Service, and that Wolt and/or the Courier may contact them based on such personal data. You also confirm that there is no legal or other restriction preventing the collection and/or processing of the personal data in accordance with these Terms.

Changes

These Terms are subject to change. Wolt will publish the revised Terms of Service within the Wolt Service and will notify Users of any material changes to these Terms either through the Wolt Service or via email to the address provided to Wolt by the User.

If the User does not agree to the revised Terms of Service for of the Service, they must cease using the Service. Use of the Service constitutes acceptance of these Terms as published on the Wolt Service at the time of placing the order.

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Last update: 12.6.2025