Respect for all
Through Wolt, individuals from different backgrounds connect with each other, be it our people, customers, partners or sellers. We think it’s wonderful to work with various groups of people from around the world and we also ask everyone to treat each other with respect. That means being open and honest with each other, taking issues seriously and learning from them when they arise.
On this page, we’ve listed our codes of conducts (which outline how we require people in the Wolt ecosystem to treat each other), as well as how to speak up about any issues or concerns. Please read some of our FAQs below before filing a report.
Frequently asked questions
What we expect of our people
We believe that our people are our greatest assets and that working at Wolt should be meaningful and fun. In line with that, we expect our team to live and breathe our Employee Code of Conduct at all times, and with no exceptions.
What we expect of our partners
Our merchant and courier partners are critical to our business. With them, we can achieve our mission of making cities better places to live. When partners choose to work with us, they also agree to meeting our expectations, outlined in our Partner guidelines.
What we expect of our sellers
For sellers to Wolt, including companies and organisations that provide us with goods or services - our Global Seller Code of Conduct outlines our expectations and our stance on key issues such as environmental protection, human rights, modern slavery, corruption, and fraud, among others.
How we address risks in our contracts
Risks to our business mean risks to our communities. While our employees and partners go through appropriate and necessary checks before they can work with us, we take a more detailed approach with our sellers to ensure that we can identify potential issues before they happen, and act responsibly if and when they do. Our approaches include using self-assessment questionnaires, in person/ on-site inspections, the use of third party Social Audit standards such as BSCI, media monitoring, sanction screening and actively monitoring any complaints received through our third party compliance reporting channel Speak Up.
When things go wrong, our first step is always to find out what happened, why and how, so we can do our best to ensure it doesn’t happen again. We work with our sellers to help them set corrective actions and improve, but in some cases, we also reserve the right to not work with those organisations in the future, or to adjust our contract terms to better reflect those risks. We review our processes on an annual basis to ensure that they continue to meet our needs and can evolve as we grow.
How we protect your privacy
Privacy and information security are essential to Wolt. For the Speak Up channel Wolt Enterprises Oy is the main data controller in respect of any personal data reported through the channel. In addition, local country-specific Wolt companies may also be data controllers under applicable privacy laws. People InTouch is our personal data processor. We may collect and process personal data from the reports received through the channel and during the investigations.
Personal data to be processed may include a Wolt employee’s or other person’s name, contact information and position or role at Wolt as well as any other information filed in connection with the report or received during the investigation. We process personal data obtained through the channel only if necessary for the purposes outlined in our privacy notice such as investigation of the matter and following up. More information on how we process personal data in connection of compliance reporting can be found here.
Further information on processing of personal data, including the legal basis for processing, the list of purposes of the processing and the legal rights of the data subject, is available in Wolt’s privacy notice as in force from time to time. The most current version of the privacy notice can be found here.
How to report an issue
Anyone at Wolt, at our sellers’ operations, or in the wider community is encouraged to speak up if they see or hear about something being wrong. There will be no negative consequences or retaliation against anyone who makes a report in good faith. If you see something that goes against our expectations, don’t be afraid to speak up! Click here to report an issue.
You can file both anonymous and explicit reports in relevant different languages across all our Wolt countries. Please note that if you file a report anonymously, our ability to investigate the issue(s) may be somewhat limited as we won't be able to follow up with you directly to clarify any details.
Our Speak Up channel is managed by People InTouch, a third party independent company that we have contracted to ensure we have a low barrier and secure solution for reporting issues. People InTouch are bound by strict confidentiality requirements that make it impossible for Wolt to find out IP addresses or other identification information related to reports filed with them.
When filing a report, we will aim to get back to you within the timeframe required by the applicable legislation and anyway within 7 business days at the latest. Each report is reviewed and prioritised according to the severity of the potential issue being reported. Cases may be closed under the following circumstances:
If we find that a report has been filed in bad faith
If the case is too vague or requires additional information and we cannot reasonably investigate based on the information we received
If we ask for additional information, and we don’t get a reply within a reasonable amount of time
The case is not in the relevant scope for reporting compliance related concerns.
Reporting an issue, knowing it to be untrue, represents an offence and shall be punished by criminal fine and/or other criminal sanctions in accordance with applicable law. Further, subject to the applicable law, the reporting person who intentionally reports an issue, knowing it to be untrue may be liable for the damage caused to the persons involved.
Our Speak Up Channel allows anyone to report possible issues and violations. In addition to areas within the scope of national whistleblowing legislation, any other activity that violates any laws or Wolt’s values and policies can be reported. Please however note that the protection and procedures provided for by the national implementations of the Whistleblower EU Directive 2019/1937 or by other applicable whistleblowing laws only applies to reports within the scope of the said applicable national whistleblowing legislation.
Please note that our Speak Up Channel should not be used for general customer feedback or contract-related matters, for example. Please, find below other relevant contact details:
Merchant partners can use any of the channels listed above, or can raise complaints or escalate any issues related to their agreements directly with their Wolt Account Manager, to email@example.com, or through the Wolt Partner App.
Customers who have an issue about one of their orders or who want to provide feedback on the Wolt app or to the local country team, please email firstname.lastname@example.org or contact our Customer Service through the Wolt app.
For people looking to apply for a career at Wolt, please visit our careers site.
For media or general enquiries, contact our comms team: email@example.com.
Reporting on our progress
At Wolt, we believe that honesty is the best policy. Openness and transparency help us learn. In many countries, we share information received through these channels with local governments and authorities (fully respecting local legislation and everyone’s privacy and anonymity). Where possible, we also want to share data on our progress with you, our customers and other stakeholders. For any information regarding our approach to managing risks in our supply chain or more broadly, please contact Compliance@Wolt.com.
Our Speak Up Channel is the primary reporting channel. However, under applicable law you may have the right in certain exceptional situations to report an issue to an external compliance reporting channel provided by a competent authority in each jurisdiction.
Still, Wolt encourages you to seek advice before reporting a concern via external channels as doing so may impact on whether your disclosure is protected under applicable laws.
P2B Compliance - EU Regulation 2019/1150
Wolt has established a formal system for handling EU Regulation 2019/1150 complaints.
This system may be used by a partner within the scope of the Regulation to lodge complaints directly with Wolt regarding any of the following issues: a) alleged non-compliance by Wolt with any obligations laid down in EU Regulation 2019/1150 which affects the Partner; b) technological issues which relate directly to the provision of Wolt's services and which affect the Partner; c) measures taken by, or behaviour of, Wolt which relate directly to the provision of the online intermediation services, and which affect the Partner.
Such complaints may be made to Wolt's P2B Compliance Handling Desk with the following contact details: firstname.lastname@example.org