FAQ for Wolt courier partners

As a Wolt Courier Partners, you pick up orders from shops and restaurants and deliver them too our customers. You have the freedom to choose how, when and in which area you want to deliver.

Courier Partners will 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 of illness and unemployment. Courier Partners are responsible to comply with local legislation, incl. all traffic regulations and they may not jeopardize the safety of other users of the platform incl. restaurant/retail/Wolt employees and customers. According to the service agreement the misuse or distribution of any personal information is strictly forbidden. E.g. It is not allowed to contact customers after completing deliveries since this is a breach of the Service Agreement.

Please check the cities on the Help Center.

Yes, definitely. As an independent entrepreneur, Courier Partners have total freedom to cooperate or engage in an employment relationship with other companies and to decide when and how long they would like to make deliveries with Wolt. 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 source(s) of income.

If you know someone who wants to deliver via Wolt - you can recommend them opening their own account. As per the Wolt partner agreement, it is not possible to share your account with another person.

Delivering through Wolt gives you full felxibility of your time. You can choose if and when you want to deliver. Apart from that, you dont have a boss, which gives you even more freedom to choose how and when you will deliver!

When a Courier Partner receives a task, it means that you are currently the most optimal Courier Partner available for that specific task, at that specific moment in time based on your location, your vehicle type and whether you are currently delivering a task already.

You can freely decide how many hours you want to deliver.

Anyone with a residence status without work restrictions is eligible to apply to Wolt. (We accept working holiday visa too) However We may limit certain tasks depending on your Japanese language proficiency. This is to help prevent potential issues in situations where communication or reading in Japanese is required. As a general guideline, we recommend a Japanese proficiency level equivalent to JLPT N3 in order to be able to handle all tasks. We kindly ask for your understanding.

You can apply to become a Wolt courier partner through the Partner App ( iOS / Android ) or via our website, Since you will need to download the app during onboarding anyway, we recommend applying through the Partner App.

You must meet the following requirements:

• Be at least 18 years old

• Have no restrictions on working in Japan

• Have a valid form of identification (My Number Card, passport, driver’s license, residence card, or special permanent resident certificate)

• Be able to prepare the device and vehicle required for delivery

The required documents vary depending on the vehicle you register. All documents must be submitted through the app.

For All Applicants (Mandatory)

• A valid ID (one of the following):

  • My Number Card

  • Passport

  • Driver’s License

• Bank account information and proof of the account (e.g., cash card) for payments

※ For non-Japanese nationals: A Residence Card or Special Permanent Resident Certificate is required.

For Motorized Bicycle (Up to 125cc)

• Driver’s License

• Photo of the license plate (Please make sure the compulsory insurance sticker is attached.)

• Compulsory automobile liability insurance certificate (Jibaiseki)

For Motorcycles Over 125cc

• Driver’s License

• Photo of the license plate (Please make sure the compulsory insurance sticker is attached.)

• Compulsory automobile liability insurance certificate (Jibaiseki)

• Voluntary insurance certificate (Unlimited coverage for bodily injury & property damage)

• Vehicle inspection certificate (Shaken) — required for Kei-car cargo vehicles only

• Light motor vehicle certificate (Keijidōsha Todokede Zumi-shō) — for motorcycles over 126cc

For Kei-Car (Light Cargo Vehicle)

• Driver’s License

• Photo of the license plate (Please make sure the compulsory insurance sticker is attached.)

• Compulsory automobile liability insurance certificate (Jibaiseki)

• Voluntary insurance certificate (Unlimited coverage for bodily injury & property damage)

• Vehicle inspection certificate (Shaken)

• Light motor vehicle certificate (Keijidōsha Todokede Zumi-shō)

• Safety Manager Training Completion Certificate

• Aptitude Test Results

You cannot belong to multiple cities or countries at the same time. If you wish to change your city or country, please contact Support through the Courier Partner App.

• City change: Usually completed within 1–2 days.

• Country change: May take longer, and additional documents may be required.

If there are no issues with your documents, the activation process can be completed in as little as 1–2 business days. Once activated, you will be able to start delivering immediately.

Please note that processing may take longer than usual during periods of high application volume. Thank you for your understanding. *Please be aware that we are closed on weekends, public holidays, and during the New Year holidays, so we are unable to process applications during those periods.

As a Wolt courier partner, you are paid by the each delivery and your earinings often depend on how busy the Wolt platform is when you go online, which orders you deliver and how efficient you are. You can increase your chances of higher earnings by working in the peak hours which are from 11:00 to 14:00am for lunch, and 17:00 to 21:00pm for dinner. During the weekends there is high demand during the whole day.

The fee is individually determined for each task. The below will affect the fee: ・Estimated route distance – the distance fee will be based on the actual estimated driven distance. ・Pick-up distance – you'll get paid for the distance to the pick-up location We also take the following into account when offering you a fee: ・Customer and restaurant/store location (e.g. are they difficult to reach?) ・Weather (e.g. is it raining or does the weather mean more courier partners are needed?) ・Type of order (e.g. is it a big grocery order or one hamburger?) ・Other (e.g. are there large hills, are there poor parking conditions, etc.?)

1. Go online on peak time 2. Go online around hot spot 3. Make sure to check how to do drliveries with Wolt beforehand 4. Go online with your favorite vehicle type 5. Check demand on the courier App - you can earn most when it's "busy" or "normal".

It depends on the tasks. You cannot expect to get a tip for every task, but after a few weeks of delivering, you will get a good impression of what to expect in your city.

Payments from Wolt will be transferred to your registered bank account twice a month.

• Earnings from the 1st to the 15th of each month will be closed on the 16th, and paid within three business days after the closing date.

• Earnings from the 16th to the 31st (or the last day of the month) will be closed on the 1st of the following month, and paid within three business days after the closing date.

Please note that due to the time difference with our headquarters in Finland, there may be a slight discrepancy in the timing of the closing dates on the 1st and 16th.

You can check your earnings from the Courier App

Please contact support team since you can not change payment details on app.

Courier partners must own or possess an insulated bag suitable for delivery of meals that does not bear any visible logo other than the Wolt logo. We sell some official items for courier partners in webshop, but you are free to use any brand, you like. You can't use a delivery bag with any logos except Wolt one as stated in our contract.

You can use a bicyle, motorcycle or car - electrical vehicles are welcome too! If you want to use Car or Motorcycle which over 125cc, you need to have a business license plate for this type of a vehicle by law.

We sell some official items for courier partners in webshop, but you are free to use any brand, you like.

You don’t necessarily have to use Wolt gear. But you do have to have a gear that is safe for delivery and fulfills any applicable food safety requirements and safeguards food safety.

You can take your time off to recover and get back whenever you feel ready to do so. You can decide when and whether you will deliver with Wolt.

In case of confirmed infection with the COVID-19 virus, it is important to stay at home, limit contact with other people and strictly follow the recommendations to prevent the spread of the virus. Visit the Ministry of Health, Labour and Welfare website to find out the latest information on quarantine guidelines.

If you have been in contact with someone who has COVID-19, it is recommended that you limit all unnecessary contact for at least seven days after patient develops symptoms. It would also be very proactive and professional if you use a protective mask during deliveries. Visit the Ministry of Health, Labour and Welfare FAQ to find out the latest information on COVID-19.

You can take your time off and get back whenever you feel ready to do so. Remeber, you are free to decide when and how often you want to deliver with Wolt.

1. Make sure you and any other people involved are alright. 2. Call 119 if there is a need for an ambulance. 3. Call 110 to report the accident The safety and well-being of you and anyone else involved is the most important. Once you are sure that you and anyone else involved is alright, contact our Support and they will help you figure out the best solution.

At Wolt, we provide our delivery partners with “Injury Allowance Coverage” and “Liability Insurance.”

① Injury Allowance Coverage This applies if you are injured in an accident while “on duty.” “On duty” refers to the time from when you accept a delivery request until you complete it. You may apply for this coverage as a supplement to your own voluntary insurance or the other party’s insurance.

② Liability Insurance This applies if, during an accident while “on duty,” the insured person causes bodily injury or property damage to a third party and is legally liable for compensation. “On duty” refers to the time from when you accept a delivery request until you complete it. You may apply for this coverage as a supplement to your own voluntary insurance or the other party’s insurance. If, for any reason, your own voluntary insurance does not cover the incident, you can apply for compensation under Wolt’s automobile insurance, provided as a “Safety Line.” Since Wolt is the policyholder, this will not result in double insurance, so you can rest assured.

Once you have downloaded and installed the Wolt Partner App, you can log in to the application by pressing the "Login" button. Select your country code, enter your phone number and you will receive a text message with a six-digit code that you will be asked to enter into the Wolt Partner App to log in.

You can contact Support via Wolt Partner app and request a change of your registered email address.

If a Courier Partner would like to change the phone number or email, the most efficient channel to assist in this matter is our Support team.

Each PIN code is generated every time you log into your Wolt Partner app and it is for one time use.

You can contact Support via Wolt Partner app and request your account to be set offline. Please make sure you have unloaded the cash debt before deactivating your account.

Pick up is the task including the acceptance of a delivery offered in Wolt Partner app, followed by the collection of the order from the venue.

When the task appears on your device you will see information including the payment, map, remaining time the order need to be ready for pick up and the exact address of the venue. After pressing "Start" you will see the information needed for pickup - order number and customers name.

Drop off is the task starting after the completion of the pick up and it is completed after the customer has received their order.

Drop off information includes map, customers name, additional informations about delivery info about whether the customer wants contactless drop off andnd the call button in case you need to call the customer.

When Courier Parters are offered a task, it means that they are currently the most optimal Courier Partner available for that specific task based on their location, vehicle type and whether they are currently delivering another order. 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 check the this from the statistics tap in your Wolt Partner App

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 the customer doesn't answer, Courier Partners are advised to contact Wolt Support through the chat function in Wolt Partner App. Support team will try to help you and contact the customer through the app.

If there is the tiniest leak in the coffee cup, kindly contact our Support before delivering so Support is able to contact the customer and ensure a great customer service experience.

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 to the customer. Marking the order's status appropriately is important as it helps our Support team to assist you better Courier Partners in case there are problems during deliveries. Also, 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. In order to maintain a clear communication and service level to the customer, it is crucial to mark the pick-up and drop-off tasks as “complete” accurately. For example, if Courier Partners mark the drop-off task as “complete” too early, it will confuse the customer, as they receive a notification that their order has arrived, which it is not, and they can no longer track the delivery. Customers are then asked to rate their meal and delivery without actually having the food which leads to confusion. Marking pick-up and drop-off tasks inaccurately could also distort the data that is used to calculate the delivery time estimates for future orders. When the data isn’t accurate, our estimations shown to all Courier Partners, Restaurant Partners, and customers will be off, which then leads to delayed deliveries and worse optimization. In other words, in the long term, all parties involved will experience a worse and more unreliable experience, which affects everybody’s earnings.

Please contact support for further guidance and assistance. Support will get in contact with the user and determine whether or not to continue with the order.

Courier partners can report our support through the courier app.

Couriers are able to change delivery cities within the same country by contacting support. Changing delivery area within the cities is possible though "Delivery area" option in the courier partner app.

Unfortunately transferring between Wolt countries is not possible (at least not yet, at this moment). Each country has its own legal requirements and thus, each country has its own onboarding processes.

Wolt can end your partnership in case there is a violation of any of the terms included in your contract.

Couriers can contact support whenever in need of assitance during deliveries, requests to change any account information (including city and vehicle switches), and any reports of emergencies (incliuding accicents).

The Support team can be reached through chat within the Wolt Partner app.