Wolt’s User Terms of Service for Packages

Updated: 2025/9/8

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

If you have a Wolt for Work Account, these Packages 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 the Packages service through the Wolt for Work Feature. If there is any discrepancy between these Packages Terms and the Wolt Corporate Terms & Conditions applicable to the Customer Organization, the Wolt Corporate Terms & Conditions shall prevail.

These Packages 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 the Packages service not covered in these Packages Terms is governed by your local User Terms of Service. Any capitalized terms not defined separately in these Packages Terms shall have the meaning given to them in your local User Terms of Service.

Description of the Packages Service

The Packages 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. The package will be delivered by a Courier Partner contracted by Wolt.  Wolt does not guarantee that the Packages service will be available at all times or in every area where the Wolt Service is available.

When placing an order for the Packages service, 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 the Packages service 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, in general,  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.  If the package contains fragile items, it must be appropriately packed, including the use of suitable packaging materials such as bubble wrap, and clearly labeled as ‘fragile’ both in the delivery instructions provided when placing the order and visibly on the package itself.  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  for the purpose of verifying receipt of the delivery.

If the sender or receiver of the package is unavailable and cannot be reached by the Courier Partner or Wolt, or if the receiver refuses to accept delivery of the package, 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 undelivered package, it may be left unattended (e.g., outside the door) at the pick-up address or the delivery address without liability to Wolt.

You cannot, in principle, cancel or modify your order for the Packages service once you have placed it and Wolt has accepted your order. 

Contractual relationship

When placing an order for the Packages service and following Wolt’s acceptance thereof, you enter into a binding purchase agreement 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 Packages 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 the Packages.

Payment

Wolt will charge from you a delivery fee, and a possible service fee and other surcharges (when applicable) for your Packages 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 Packages Terms.

Restrictions

Size 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. 

Value limitations.  The value of your package to be delivered with the service must not exceed the monetary value limitations as defined in the Wolt Service. 

Prohibited items. You may not use the service to send any prohibited items, including below: 

  • illegal items or any item related to illegal activity (items that are illegal to possess, transfer, sell, or transport), items that infringe third party’s intellectual property rights (including counterfeit items), stolen items or items that the sender or recipient is not legally entitled to possess;

  • firearms, weaponry and their parts; 

  • alcohol, tobacco products (including e-cigarettes and vapes) or medications; 

  • cash, gift certificates, lottery tickets, traveler's checks, checks, promissory notes, stocks or securities;  

  • live animals; 

  • perishable food and beverages;

  • 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 detail in applicable laws and regulations of the country where you are located;

  • letters (Shinsho) and other documents that are difficult to be reissued;

  • Items that can`t be reproduced, including, original manuscripts, original drawings, tapes, films;

  • other items that pose safety or hygiene issues.

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

You are liable for any damage or loss that may be caused to you or any third party or Wolt as a result of the contents of your package or your failure to comply with these Packages Terms.

Wolt’s liability for indirect damage or loss is excluded.  Wolt’s liability for direct damage to or loss of the package delivered with the Packages service is limited to the market value of the affected items of the package included in your order, and in any case not exceeding the monetary value limitations set out in the Wolt service. Wolt may be held liable only in cases where damage to or loss of the package is attributable to Wolt. Wolt’s liability is categorically excluded in cases where you have not followed these Packages Terms. 

You acknowledge that your Wolt account 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 Packages order:  (i) using the Packages service for unlawful purposes or in an illegal manner; (ii) 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; (iii) fraudulent acts; (iv) 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 Packages Terms; or (v) 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 placing an order for the Packages service, 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 Wolt Privacy Statement.

Changes

These Packages Terms may be updated from time to time. Wolt will publish the revised Packages Terms within the Wolt Service and will notify you of material changes to these Packages Terms either through the Wolt Service or via email to the address provided to Wolt by you.

If you do not agree to the revised Packages Terms, you must cease using the Packages service. Use of the Packages service constitutes your acceptance of these Packages Terms as published on the Wolt Service at the time of placing the order.