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.

You need to meet the following requirements : - You hold one of the following status of residency : Permanent resident / Spouse of a Japanese national / Spouse of a permanent resident of Japan / Long-term resident - Must be within the validity period of the resident card - Japanese skill (N2 or more / Ability to communicate on the chat/phone without translate tools) - You can come to face to face session (check the residence card) to activate your account Please check this page for the detail

You can apply Wolt courier partner through the partner app for iOS or Android. You can also apply via our website, but you need to download the Wolt Partner App in order to become a Courier Partner.

- You need to be over the age of 18. - You need to have a vehicle to deliver (bicycle, motorcycle or car). - If you want to deliver with motorcycle or car, you need to have a driver's license. - For identification,we ask you to provide either your My number card, passport, driver's license or residence card. - You need be able to communicate on the chat/phone in Japanese without translate tools. You can't deliver with Wolt, if you don't have the permission to be employed in Japan.

It usually takes 1-2 days given that you have uploaded yoru documents correctly. If we discover any issues with your registration, we will reach out to you through the chat in the partner app.

Every applicant needs to share: - ID card (either your My number card, passport, drivers license or residence card) - Bank information If you want to deliver with car or motorcycle, you also need to share: - Driving license - Photo of number plate - Automobile liability insurance If you want to deliver with car or motorcycle over 125cc, we ask for this additional information: - Vehicle inspection certificate(for Car) - Voluntary insurance(Unlimited PvP) - Light vehicle notification certificate (for motorbikes over 126cc) If your nationality is not Japanese, please also share: - Residence card

You can upload all documents through our partner app.

If you want to change cities/countries, please reach out to our chat in the partner app. For changes cities : Our support team will help you in 1-2 days. For country changes : Delivery operation team will help you. It takes some time and you might submit additional documents or take exam depends on countries.

You can start deliveris after as sooon as your account is activated.

Your intro link will display on your partner app after application. If it doesn't display after refresh the app, please reach out our support team on the chat.

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.

Wolt pays you the invoiced VAT-inclusive fees twice per month and emails you a proof of payment. It is up to you to settle your tax and social insurance contributions. The payment periods work as follows: Earnings from the 1st-15th days are paid out on the 16th and received by the 25th. Earnings from the 16th - last day of the month are paid out on the 1st of the next month and received by the 10th.

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.

While Courier partners* are covered by Wolt’s accident and third-party liability insurance, it is the courier partner's responsible for ensuring adequate insurance coverage in case of accident. This means that you can apply for the remaining amount in case your private insurance did not compensate the full amount. There are two types of insurance that Wolt provides: ① Injury insurance This means that you can apply for compensation if you experience injuries like dislocations and fractures from an accident that happened while online. The insurance also covers some medical expenses, hospital stays, serious injuries, and death. ② Liability insurance This means that you can apply for compensation when you caused the accident while online and you are responsible for the injury and vehicle damage for the other party. *For Car and Motorcycle sized bigger than 126cc courier partners are required to submit Voluntary Insurance upon registration. Courier partners who fail to submit these documents cannot be insured by Wolt’s ②liability insurance.

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.

“Single Task” means one task at a time. This mode enables Courier Partners to accept or reject every order they receive.

“Bundle Task” means multiple tasks at a time. This mode automatically assigns tasks to Courier Partners and may give you multiple orders to deliver simultaneously, depending on the given situation. Note that not all tasks will be bundled.

Single Tasks Mode means one task at a time. Bundled Mode offers the possibility of having many tasks at a time. Here are the differences between both modes: Courier Partners can switch between these two modes any time in ‘’Settings’’ on Partner App.

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.