FAQ for Wolt courier partners

A courier partner picks up from venues orders which he/she has accepted via Wolt Partner application and delivers them to the customers in the best possible quality.

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 also responsible for complying 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.

Aktau, Aktobe, Almaty, Astana, Atyrau, Ekibastuz, Zhezkazgan, Karaganda, Kokshetau, Kostanay, Kostanay, Kyzylorda, Oral, Oskemen, Pavlodar, Petropavl, Semey, Shymkent, Taldykorgan, Taraz, Temirtau, Turkestan.

There is no legal restriction for our Courier Partners to deliver for competitors as long as it does not affect quality of service in Wolt.

If you know someone who would also like to deliver with Wolt, you can recommend them to apply for a Wolt partner courier account. Giving access to your Wolt Partner account to third parties is a serious violation.

Delivering with Wolt is about the freedom and flexibility of your timetable. You decide when you want to go online, when to take a break, and when to end your shift.

All Wolt orders are allocated through an algorithm. The algorithm is set up to allocate deliveries in the best and most efficient way by evaluating several factors. Factors the system takes into consideration: - the address of the venue where the order was placed - delivery address of the order - location of delivery partners and types of vehicles - current activity status (available for delivery, busy with ongoing deliveries, or out of network). - is it a specific delivery (large order/cash order). When the algorithm evaluates all of the factors mentioned, it selects the most appropriate courier-partner to which it will assign the delivery.

The choice is yours! As a Wolt courier partner, you have no strict schedule or mandatory number of hours for shifts.

Download the Wolt Partner application from Google Play or App Store and submit your application.

The only requirements are a vehicle that you can deliver with, and a smartphone compatible with the Wolt Partner application.

To get started, download the Wolt Partner App. In the Wolt Partner App, you register and complete an application. You will be invited to the Wolt office to pick up the gear and activate your account.

The application process usually takes about 20 minutes to apply in our Wolt Partner app. However, the average waiting time between application and onboarding can be up to around 1 months, depending on the city you apply for.

Required Documents: ID card, driver's license (if you want to make deliveries by car), your bank details.

You upload all documents in the Wolt Partner app when you are applying.

Your account is tied to the country and city you specified in your application. However, you may change your delivery city by contacting Wolt Support. If you want to change the country for deliveries, we recommend that you contact us via e-mail (partners.kazakhstan@wolt.com) so that we can provide you with relevant help.

You can start delivering after purchasing your gear at the Wolt office and activating your account in the Wolt Partner App.

As a Wolt Courier Partner, you get paid for every completed delivery you make. You can increase your chances of higher earnings by delivering during peak hours: from 12:00 to 15:00 at lunch, and from 17:00 to 21:00 at dinner. On weekends and holidays, there is high demand throughout the day.

Each order has individual pricing. Before you accept or decline an order, you will be able to see the suggested amount of earnings you can receive if you deliver the order. This amount is affected by: distance of the order, type of order, weather conditions, rush hour and much more.

You are responsible for payment of all required taxes and you agree to pay all taxes by yourself.

As a Wolt Courier Partner, you can track demand in your city through the Wolt Partner app. You can also get more cool tips and tricks by checking out our Info Hub tab!

The presence and amount of tips is at the discretion of the customer. Please note that tips cannot be included in every order.

You can impact your payout (total amount of accured fees) by deciding when and how many hours you want to deliver. Your earnings depend on the days and times you are online, the demand in your city and the number of orders you complete per hour.

Wolt pays you the invoiced VAT-inclusive fees twice per month and emails you a proof of payment. As a Wolt Courier Partner, you will receive your earnings weekly. Earnings from the 1st to the 7th: will be paid up to and including the 14th. Earnings from the 8th to the 15th: will be paid up to and including the 22nd. Earnings from the 16th to the 22nd: will be paid until the 30th to the 31st inclusive. Earnings from the 23rd to the 30th to the 31st: will be paid up to and including the 8th.

You can find and view your earnings in the Wolt Patner app, "Finances" tab.

All payments will be made by bank transfer. Payments will be made to the bank account you provided when you registered your application.

You can change your bank details by contacting Wolt Support.

Before you start your deliveries, you will need to purchase a Wolt Delivery Bag from the Wolt office. If you wish and if there's an availability in the warehouse, you can also buy a jacket, T-shirt, phone holder, hat, trousers, helmet and more!

You can make deliveries by car, motorcycle or bicycle.

You can get the gear at the Wolt office in your city! Don't hesitate to contact the Support for the address and opening hours.

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. If you use the Wolt gear, you will be more visible for the staff in restaurants and for the customers as well. Please note that the Wolt bag is a mandatory piece of equipment to purchase.

A gear deposit of 20.000 KZT is deducted one month after your onboarding date. The deposit is returned to you upon the termination of your account, once you return the gear and there is no cash debt.

Yes, you can choose any convenient mode of transport for delivery. If you purchase a different type of transport, you can also change your type of transport by contacting the Wolt support team.

You can visit the Wolt office in your town during business hours. We will replace the affected gear if you discover a defect within 14 days of purchase.

You can take time off at your own discretion until you are fully recovered and feeling well. Remember that you spend most of your time on the road and your wellbeing is very important.

You can take a break at any time that is convenient for you. Before taking a break, please make sure that you have unloaded all cash from your orders and that you do not have any cash debt left. We would also welcome an email or message from you to keep us informed of your break!

Your safety is our number one priority! Please make sure that you and those around you are okay. Assess your well-being and condition. If necessary, call the police and an ambulance. If at all possible, please contact the Wolt support team so that we can provide you with all the help you need. Once you have recovered, you can make a claim under the insurance programme provided to you by Wolt. The claim can be made in the Wolt Partner application.

Wolt provides free insurance against accidents that could occur during delivery. IF a courier-partner has accident during delivery (or after a half an hour after delivery), then he can apply for an insurance payment through the app.

Wolt insurance doesn't apply to the law "Compulsory civil liability insurance for vehicle owners". Please note that you need to make sure that you have your own insurance for your vehicle.

Once you have downloaded and installed the Wolt Partner application, 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 need to enter into the application to log in.

If you need to change your first or last name in the Wolt Partner app, the Wolt Support Chat is a great place to start!

If you need to change your email in the Wolt Partner app, the Wolt Support Chat is a great place to start!

If you need to change your phone number in the Wolt Partner app, the Wolt Support Chat is a great place to start!

Before deactivating your account, please make sure that you have unloaded the cash debt, returned the equipment, if you did not redeem it, and received all payments. To deactivate your account, you can go to the Profile section and request the deletion of your account.

Pick-up is the process of taking an order in the Wolt Partner app and picking it from the venue.

Pickup information is the order information you will see in the app before your order starts. Before you press "Start", you will see the time the order will be ready for collection, the name and address of the venue, and the final address where the order will be delivered. After pressing the "Start" button, you will see additional information about the order: items in the order, customer's address, etc.

Drop-off begins after you pick-up the order from the venue and is the process of delivering the order to the customer.

In the Wolt Partner app, you can select the time period in which you want to check your total mileage by going to the "Statistics" tab.

If the order is late, we recommend that you contact the staff at the venue to clarify the status of the order. If the order is more than 15+ minutes late, we strongly recommend that you contact Wolt Support so that the Support team can help resolve the case based on the situation.

If you can't find a customer, try contacting them via the in-app chat. If you are still unable to contact the customer, we recommend that you contact the Wolt support service for help.

If you can't reach the customer, we recommend that you contact Wolt Support to see if they can help you find the customer. If the customer will not get in touch, the Wolt Support will tell you the next steps.

If you encounter a large order and find that the entire order does not fit in the bag, we recommend that you contact Wolt Support. Support Team will send another courier partner real quick to pick up part of the order!

If the order is damaged, please contact the Wolt Support Team, with a photo of the order and more detailed information. Support Team will contact the venue and customer, and provide you with the guidelines on how to proceed. If your outfit is also soiled, please feel free to take a few minutes to clean your outfit and delivery bag!

If the order is damaged, please contact the Wolt Support Team, with a photo of the order and more detailed information. Support Team will contact the venue and customer, and provide you with the guidelines on how to proceed. If your outfit is also soiled, please feel free to take a few minutes to clean your outfit and delivery bag!

We strongly recommend that courier partner only click "Order Delivered" when the order has actually been delivered to the customer's hands or door. Timely notification of order completion will help to avoid misunderstandings and will also have a very positive impact on the customer experience.

We recommend that you contact Support Team as soon as possible, so that the Support Team can find an alternative solution to the problem and guide you through the next steps to ensure that the cash amount for your unload is correct.

As you will spend most of your time on the road, we recommend that you prioritise your safety and the safety of others. Contact Wolt Support Team to let us know that you will be late arriving at the venue due to traffic.

If you want to change the delivery city, we recommend that you write to our Support Team so that we can help you!

If you wish to change the country for deliveries, we recommend that you contact us by email (partners.kazakhstan@wolt.com) so that we can assist you!

Where to park your bicycle

Allowed:

At official bike parking spots (metal U- or inverted P-shaped racks); Near venue entrances, if a designated area is available; Inside business centers or shopping malls — only if permitted by security; On pedestrian areas — only if it does not block foot traffic (leave at least 1.5 meters of clear space).

Prohibited:

Leaning your bike against storefronts, walls, or entrance doors; Blocking ramps, stairways, or emergency exits; Parking on roadways or car parking spaces; Leaving the bike on the ground or in bushes.

How to Lock Your Bicycle Properly

Always use a reliable U-lock or heavy-duty chain lock. Ideally, combine it with a cable lock for extra security; Lock the frame and front wheel to a fixed, immovable object (like a bike rack or metal railing).

Make sure that:

The object you're locking to cannot be easily moved or cut; The lock is not resting on the ground — this makes it harder to break; Never leave your bike unlocked, even for a minute — theft can happen fast; If possible, use two locks: one for the frame and front wheel, the second for the rear wheel.

Additional Tips

Look for surveillance cameras — parking in monitored areas is safer; If leaving your bike for an extended time, choose well-lit and busy locations; Never leave bags, phones, orders, or valuables on your bicycle; If your bicycle is stolen, report it immediately to support and file a police report. Include the brand, color, frame number (if known), and the last known location.

Where to park your car

Allowed:

In public parking areas along the road — if there are no signs 3.27 / 3.28 (“No Stopping” / “No Parking”); In parking lots of shopping centers or business centers — with permission from management or security; In residential courtyards — if you are not blocking traffic, parked on grass, or obstructing sidewalks.

Prohibited:

On sidewalks, pedestrian crossings, or within 5 meters of them; Within 15 meters of public transport stops; In parking spots designated for people with disabilities without a valid permit; In areas with prohibitive signs or road markings; Anywhere your vehicle obstructs other road users.

How to protect your car from theft or damage:

Do not leave valuables (phones, bags, terminals) in plain sight — even for 1 minute; Always close windows and lock doors, even during short stops; Park in areas with CCTV when possible; Never leave the car running unattended; Use steering locks and your car’s security system or alarm.

Where to park your motorcycle or scooter

Allowed:

Along the roadside — parallel to the sidewalk, without obstructing pedestrians; In parking lots of shopping malls or near restaurants — if permitted and with enough space; In residential areas and courtyards — if the vehicle does not block paths, driveways, or stand on grass.

Prohibited:

On sidewalks if pedestrian space is reduced to less than 1.5 meters; On grass, steps, near storefronts, or building entrances; Within 5 meters of pedestrian crossings or 15 meters of bus stops; In areas with prohibitive signs — even for short stops.

How to protect your motorcycle/scooter from theft:

Always activate the steering lock; Use a strong lock or chain — secure it to a fixed object (e.g., railing, post); Park in busy or well-lit areas, preferably under surveillance; Never leave your helmet, delivery bag, or documents on the vehicle unattended; If possible, use a GPS tracker to monitor your vehicle’s location.

We are sorry to hear that you have decided to end the partnership. However, you can always come back and renew our partnership!

If you decide to end the partnership, please contact us by email (partners.kazakhstan@wolt.com).

As a Wolt courier partner, you are committed to quality and professional delivery. Our partnership may be terminated in case of violation of any of the clauses of the agreement on the services of the courier partner.

Courier partner can contact the Wolt support service at any time for all questions of interest to him.

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