FAQ for Wolt couriers

• Wolt’s vision is to be able to deliver all of the products that you can buy in a mall straight to our customers’ doorsteps quickly and easily!

• This is not possible without a fleet of courier partners who can pick up the orders and deliver them safely. As a Wolt courier partner, you are the face of the service and have the responsibility for the orders while you are delivering.

• The Partner App will guide you through, but you will meet a lot of shop owners, restaurant staff, fellow courier partners, and happy customers on your way!

• 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, business permits, driving log, insurance, 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.

Yes, as a Freelancer or a Contractor, you are free to dispose of your time as you want to. The only limit here is that you can't deliver for Wolt and the competitors at the same time.

No, you are not allowed to share your account with anyone. The contract is personal, and sharing it with a third party is a breach of contract and can lead to a termination of the contract.

When delivering with Wolt you truly are your own boss. The flexibility of choosing when to go online and offline results in our courier partners choosing exactly when they want to deliver, making Wolt a flexible platform where you can dispense your time exactly as you wish to.

All tasks are allocated based on our automated algorithm. This results in the algorithm choosing the most optimal Courier Partner available for a specific task at a specific time. Please note, that no tasks are manually assigned.

It's completely up to you as a Courier Partner to choose how many hours you would like to deliver on the Wolt platform.

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

To become a Wolt Courier Partner in Luxembourg, you need to have a Luxembourgish working permit (if you are not a Luxembourg citizen), a business permit, as well as a EU bank account. If you are planning on delivering with a car on our platform or moped, you need to have a valid driver's license.

When you have applied to become a Wolt Courier Partner, you will need to send in a number of documents so the Wolt team can verify that you are legally eligible to deliver for Wolt. After all the documents have been submitted, you are invited to sign a service agreement. Once this is done you will need to order your gear so you can deliver your orders safely. Once you have picked up your gear, you will be able to swipe online for the first time! During the entire process, you will also receive information about how the app works, tips & tricks and other important information you will need to deliver with Wolt.

The application process varies depending on how the demand of orders currently is in the city, as well as how many active courier partners are already delivering with Wolt.

You will need to submit the following documents:

• A picture of a valid passport or national ID card (Bank cards and driver's licenses are not applicable).

• A copy of your residence permit or work permit, stating if you are allowed to work or not, if you are not an EU resident.

• A copy of your business permit.

• A picture of a valid driving license if you plan to deliver with a car or moped.

• A picture of your face (a selfie).

You don't need to hand in any documents in person. You can upload them directly in the Wolt Partner app once you have been invited to the contract stage and we have asked for the above-mentioned documents. Once you have uploaded your documents, our Onboarding Team will go through them to make sure all documents are approved. If something is missing, they will reach out to you.

It is not possible to deliver in several countries with one Courier ID. In case you want to deliver in another Wolt country, you would need to do the onboarding process again in the specific country.

As soon as you have completed all the required steps and picked up your gear, you are ready to start delivering.

Earnings can vary depending on whether you decide to deliver during peak hours. If you want to increase your earnings, we strongly suggest you go online when you can see that there is "high demand" in your area and go offline when you see that demand is low. You can always check this status in your Wolt Partner app.

The fee will be individually determined for each task and it will be shown in the app for the Courier Partner to decide whether to accept the task or not. These are the parameters that could 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. - Customer and restaurant/store location (e.g. are they difficult to reach?).

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.?).

As a contractor you receive gross income, meaning you are responsible for paying your own taxes and possible VAT.

Wolt Platform Opening Hours:

Luxembourg: Mon, Tue, Wed, Thu: 07:30 - 00:00, Fri: 07:30 - 02:30, Sat: 08:00 - 02:30, Sun: 09:00 - 00:00

Luxembourg South: Mon, Tue, Wed, Thu, Sun: 10:00 - 00:00, Fri, Sat: 10:00 - 02:30

Mersch: Mon, Tue, Wed, Thu, Fri: 09:00 - 00:00, Sat, Sun: 10:00 - 00:00

Remich: Every day: 10:30 - 22:30

Wolt customers can choose to leave tips when they place their orders. All tips go directly to your earnings and you keep 100% of the tip.

Wolt pays you the invoiced VAT-inclusive fees weekly and emails you proof of payment. It is up to you to settle your tax and social insurance contributions.

In the Wolt Partner app, you can easily see how much you have earned. Go to the menu bar, and click "Finances" to see an overview of your earnings. You can also click on "Stats" to see how many orders you delivered in a specific period of time.

Wolt uses standard bank transfers for payouts.

If you want to change your payment details, please reach out us through Wolt Partner App and inform us about this. Please, be aware that the change will take a few days to be effective.

A safe and clean delivery bag is the only mandatory gear that you need to have while delivering on the Wolt platform.

You are free to choose between a car, motorcycle, and bicycle. It is not possible to deliver on foot, you need to have access to a vehicle at all times while delivering for us.

You can reach out to us through the Wolt app.

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

Yes. There is a webpage available where you can purchase the gear directly and it will be shipped to the address you choose. You can contact us with more questions through the app!

Yes, you can, you just need to have the correct gear for the vehicle you are using. You can contact Support through the Wolt Courier app. If you want to change to a car, you need to have your driving license available.

If the bag is broken due to misuse/carelessness, we, unfortunately, won't be able to refund the payment. The same goes if your gear is lost or stolen. In this case you will need to purchase new gear.

If you are sick you should not go online and deliver orders until you feel better. If you are an entrepreneur, it is your own responsibility to handle illness and sick pay if applicable.

You are free to take a break whenever you want to.

If you have been in an accident, make sure that you and the people around are safe.

Call the appropriate authorities and contact the Support Team and inform them about this. They will make sure to escalate the errand to the Operations Team, which will follow up with you if needed.

When delivering for Wolt you are responsible for acquiring your own insurance.

You can log in with the phone number you have registered with us. If you have issues logging in, please contact us through Wolt Partner App.

You will need to contact the Support Team to be able to change your name, this can be done in the chat in your Wolt Partner app.

You will need to contact the Operations Team to be able to change your email, this can be done in the chat in your Wolt Partner app.

You will need to contact the Live Support Team to be able to change your phone number, this can be done in the chat in your Wolt Partner app.

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

You will need to contact the Operations Team to be able to deactivate your account, this can be done in the chat in your Wolt Partner app.

A pickup task is the task of a Courier Partner picking up food/orders from a given venue. The pickup task is shown as a ‘pickup notification’ in the Wolt Partner App. You accept a pickup task by pressing the "I am on it" button.

A ‘pickup note’ contains all the information necessary for picking up an order at the restaurant. You receive the pickup note in the Partner App when accepting a pickup task.

The pickup note usually contains: 

• Notes from the restaurant: “Please wait outside until the order is marked ready.” 

• Checklist of the contents of your current order e.g: 2 burgers, 1 milkshake, 1 Coca-Cola Zero.

• The address for the given restaurant.

A dropoff task is the task of a Courier Partner delivering food/orders from a given restaurant to a given customer location.

A ‘dropoff note’ is the notification you receive within the Partner App when accepting a dropoff task. The dropoff note usually contains:

• Notes from the customer: “My doorbell phone is out of order. Please call me when you get here.”  

• Notes regarding the contents of your current order e.g: 2 burgers, 1 milkshake, 1 Coca-Cola Zero. 

• The delivery address of the customer.

Bundle tasks are when the algorithm assigns you multiple orders (up to 3) to deliver simultaneously.

Bundle tasks change according to how busy it is and can vary from asking you to pick an order up and drop it off right after, to asking you to pick up several orders and deliver them in mixed order depending on the optimal route.

If you do not want to do more than one order at a time, you can simply decline all the new orders you are asked to deliver.

The app will show the estimated fee of the task before the Courier Partner accepts the task. By showing the task fee upfront, Courier Partners have full visibility and can transparently decide whether they want to accept or reject the task.

When you receive a task, it means that you are currently the most optimal Courier Partner available for that specific task, at that specific moment in time.

If you do not accept the task straight away, 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.

You can find this in your Wolt Partner app under ''Earnings''.

Sometimes venues can be late with their orders. Always make sure to check the venue note to see if there’s a procedure to follow, and politely ask them when the order will be ready while following their guidelines.

If needed, please contact the support team and they will guide you on what to do.

Please always contact the Live Support Team so that we can find a solution together. Never mark the order as delivered before informing us first.

Please always contact the Live Support Team so that we can find a solution together. Never mark the order as delivered before informing us first.

If you accept a large order delivery, you can be prepared to lift a bigger order and optimise the room in your delivery bag.

If there's any issue, do not hesitate to contact our Live Support Team directly in the chat.

The Support Team will always be there to help in situations like this, so send them a message in the Wolt Partner app. Remember to take a moment to clean your bag before you keep going.

Please take a picture of the damage and send it to our Live Support Team and they will then be able to help you further.

Please never mark the order as delivered before you actually have handed it out to the customer, this will lead to confusion for both our Live Support Team and the customer.

Always mark it as delivered once it has been safely delivered to the customer. If you cannot find the customer, please contact our Live Support Team and they will guide you further.

You can contact our Live Support Team in the chat in your Wolt Partner app. They will be able to assist you and guide you further.

Why do I need to verify my identity? Verifying your identity helps keep the Wolt platform secure for everyone, including you. It ensures that deliveries are only made by the courier partner who was onboarded. Since your profile is personal, this step helps protect it and prevents unauthorized access or use. Why do I need to take a selfie for identity verification? Taking a selfie helps confirm that the person making deliveries is the same person who registered on the platform. This helps protect your profile and the platform from misuse or fraud.

What should I take a picture of, and what happens if I don’t follow the guidelines?

You must take a clear selfie with your face fully visible - no sunglasses, helmets, or other headwear that could obscure your face.

Please don’t:

- Submit a photo of someone else

- Use a screen recording or image

- Send a selfie where your face isn’t clearly visible

If the selfie taken doesn’t follow the guidelines, your profile may be flagged and could be temporarily deactivated, blocked, or even terminated, depending on the severity of the violation.

How does facial recognition work? Facial recognition compares your selfie with the photo on your submitted ID. In some cases, a mismatch may lead to account suspension or termination. This process ensures that the person completing deliveries is the same individual who onboarded and is registered on the platform.

How do I verify my identity? You’ll receive a notification in the Wolt Partner App when it's time to reverify your identity. The person currently delivering on the account must complete the request by submitting a selfie. If the selfie does not match the government ID we have on file, it may trigger a re-check or an audit. What documents are required for re-verification? You may be asked to upload a valid passport, national ID, or residence permit since your ID must confirm your right to work. Driver’s licenses aren’t accepted for this step. How long do I have to complete the re-verification? You’ll have 15 minutes to take your selfie. If uploading an ID is required, you’ll have up to 24 hours. If the process isn’t completed within the given time, your profile may be temporarily suspended until the verification is successfully completed. What happens after I upload my selfie and ID document? Once you’ve submitted everything, we’ll review your verification. If everything passes, you’re good to go, and you can continue delivering. If there are any issues, we’ll notify you, and you may be asked to re-submit your documents or complete further steps before your account is fully verified.

Please reach out to the Operations Team by sending us a message through Wolt Partner App. We will guide you further from there and help you to void your contract.

First, please understand that we never stop the partnership unless there has been an obvious breach of contract.

A breach of contract can be due to, for example:

• Stealing the food 

• Delivering without a delivery bag more than once

• Aggressive behavior toward customers/restaurants

• Sharing your account with other people

• Sharing customers’ personal information with others.

You can read your service agreement to be aware of what breaches can lead to a termination of the contract.

You can void your contract in the current country and apply again in your new country of choice.

If you are contacting them in the chat, feel free to contact them whenever you want. They will always try to answer within 60 seconds of receiving your message within our opening hours.

Wolt Platform Opening Hours:

Luxembourg: Mon, Tue, Wed, Thu: 07:30 - 00:00, Fri: 07:30 - 02:30, Sat: 08:00 - 02:30, Sun: 09:00 - 00:00

Luxembourg South: Mon, Tue, Wed, Thu, Sun: 10:00 - 00:00, Fri, Sat: 10:00 - 02:30

Mersch: Mon, Tue, Wed, Thu, Fri: 09:00 - 00:00, Sat, Sun: 10:00 - 00:00

Remich: Every day: 10:30 - 22:30