User Terms of Service – North Macedonia

By using the Wolt Service, you agree to be bound by these User Terms of Service (“Terms of Service”).

Please read the following Terms of Service carefully before using the Wolt Service. If you do not agree with the Terms of Service, you cannot use the Wolt Service. These Terms of Service apply to any use of the Wolt Service and to the Purchase Agreements made hereunder. Certain services or features available on the Wolt Service may be subject to additional terms and conditions. A more detailed description of the Wolt Service and information on system requirements is available at wolt.com.

If you have a Wolt for Work Account, these Terms of Service also apply to our customer organization which has granted you the Wolt for Work Feature (“Customer Organization”) with respect to Orders made by you through the Wolt for Work Feature. If there is any discrepancy between these Terms of Service and the Wolt Corporate Terms & Conditions applicable to the Customer Organization, the Wolt Corporate Terms & Conditions shall, however, prevail.

The Terms of Service are concluded between us and the User only, and not with Apple Inc., and Apple Inc. is not responsible for the Wolt App or the content thereof. You agree that Apple Inc., and Apple Inc.’s subsidiaries (“Apple”), are third party beneficiaries of the Terms of Service, and that, upon your acceptance of the Terms of Service, Apple will have the right (and will be deemed to have accepted the right) to enforce the Terms of Service against you as a third party beneficiary thereof.

1. Definitions

"Courier Partner" means any natural person engaged by or through a Fleet Partner, whether as an employee, independent contractor or permitted substitute, to perform deliveries of Partners’ products through the Wolt Service.

“Partner” means a restaurant, retail shop or other service partner who has signed a partner agreement with Wolt, or their substitute, and who, as a trader, offers its products and delivery or other services for sale through the Wolt Service and is the Seller of Record. Unless otherwise specified in the Wolt Service, all Partners are traders within the meaning of consumer protection laws of your country.

“Purchase Agreement” means an agreement for the purchase of Partner’s products and possible delivery or other services made on an Order. With respect to Orders placed through the Wolt for Work Feature, the Purchase Agreement forms a binding agreement between the Partner and the Customer Organization. With respect to Orders placed through any other payment method of the User, the Purchase Agreement forms a binding agreement between Partner and the User.

“Seller of Record” means the party that sells the relevant products or services to Users in its own name and for its own account, and is responsible for the consumer-facing obligations relating to that sale, including but not limited to issuing or making available any required invoice, receipt, fiscal receipt or similar document required under applicable law.

“User” or “you” means a natural person using the Wolt Service. The User must be of the age of 18 or older.

“Wolt” or “WOLT TECHNOLOGIES NORTH MACEDONIA DOOEL Skopje” means:

Company for trade and services WOLT TECHNOLOGIES NORTH MACEDONIA DOOEL Skopje, with registered seat at Kej 13-ti Noemvri no. 28, Grand River Building, Skopje 1000, 1st floor, registered under number 7807325.

“Wolt App” means a digital application called Wolt provided by Wolt for natural and legal persons to order products from Wolt’s Partners.

“Wolt for Work Account” means a user account in the Wolt App onto which the Wolt for Work Feature has been added.

“Wolt for Work Feature” means the payment method and feature of the Wolt App through which the Customer Organization’s authorized Users can make Orders at the Customer Organization’s cost.

“Wolt Service” means both Wolt App and Wolt website wolt.com and other additional locations as mentioned at wolt.com.

2. Identity of Wolt

WOLT TECHNOLOGIES NORTH MACEDONIA DOOEL Skopje, with registered seat at Kej 13-ti Noemvri no. 28, Grand River Building, Skopje 1000, 1st floor, registered under number 7807325

Wolt Oy, with registered seat at Pohjoinen Rautatiekatu 21, 00100 Helsinki, Finland, business ID 2646674-9, and with VAT ID FI26466749

Trade name: “Wolt”

Email address: support@wolt.com

As an agent for the Partner, Wolt will assist you with possible refunds, complaints and other claims related to your transactions in the Wolt Service. You may thus contact Wolt directly at the contact details provided above in case of any dispute or claim related to the Wolt Service.

Information about the identity and products and services of the Partners are provided in the Wolt Service.

3. Description of the Wolt Service

3.1. Wolt provides a technology platform that connects Users, Partners and Courier Partners. Wolt's technology permits the Users to place orders for food and/or other goods from various Partners and Users may also order delivery services. Wolt is not a restaurant, delivery company, or food preparation business. Any delivery coordination by Wolt constitutes an ancillary and integrated component of the Wolt Service, performed in connection with and subordinate to the underlying electronic commerce transaction between the Partner and the User. The delivery is performed by third-party partners, i.e. Courier Partner.

3.2. The Partner provides the information about their products and possible services in the Wolt Service, including but not limited to information on product characteristics, allergens and instructions of use. If you have allergies or other dietary restrictions or for another reason wish to receive more detailed information about the products, please contact the relevant Partner. You can also contact Wolt's customer support who can contact the Partner on your behalf for such enquiries. The Partner is however responsible for providing accurate, up-to-date and legally required information about the products, including providing information on applicable prices and indicating the price per unit and applicable taxes. The applicable delivery fee and other surcharges shall be clearly communicated to the User in accordance with applicable law. Products sold in the Wolt Service may be accompanied by images provided by the Partner. Unless stated otherwise, images are intended to support the identification and selection of products and the actual appearance or packaging of a product may vary due to e.g. updated packaging and natural variation, particularly with prepared food items. Please note that the sale and purchase of the Partner’s products and possible services may be subject to additional terms and conditions of the Partner or Wolt on a case-by-case basis as set out in the Wolt Service, which will be made available to the User in the Wolt Service before the relevant purchase is concluded.

3.3. When selecting the Partner’s products and services that the User wishes to purchase from the Partner, the User makes a binding order to purchase the products and services from the Partner under the terms and conditions presented to the User herein and in the Wolt Service before placing the order (the “Order”). After having received the Order, Wolt will transmit the details of the Order to the Partner. When the Order is accepted by the Partner and Wolt has provided the User with an order confirmation on behalf of the Partner, the User (or the Customer Organization as applicable) and the Partner enter into the Purchase Agreement for the purchase of the Partner's products. Wolt in parallel provides platform services and facilitates the delivery of your Order through a Courier Partner, and your contract for these services is with Wolt. The Partner will issue and provide the User with the required invoice, receipt, fiscal receipt or similar document required under applicable law, for the Partner’s products and, to the extent applicable, for the delivery services, in accordance with applicable law. The fulfilment of the Order is subject to availability, and Wolt and the Partner reserve the right, in their sole discretion, not to accept or cancel an Order.

3.4. If the User purchases delivery services for the ordered products, the platform notifies a Courier Partner that a delivery opportunity is available and the technology facilitates the completion of the delivery to the User.

3.5 The Partner may charge the User a delivery fee in connection with the delivery of the ordered products or services. Wolt may charge the User fees for services provided by Wolt, where applicable. Service fee, and any other fees or surcharges (when applicable) will be specified in the Wolt Service where relevant, and communicated to the User in accordance with applicable law. The service fee charged by Wolt is calculated on your Order's item subtotal (i.e. the total price of the products in the Order, excluding the delivery fee and any other fees) before any discounts and promotions are applied. It is a percentage amount of the item subtotal subject to a minimum and maximum amount, and may vary by Partner. The exact percentage and the minimum and maximum amounts that apply are shown on each Partner's page in the Wolt Service. The exact amount of the service fee will be displayed to you before you place the Order.

3.6. The Partner selected by the User will prepare and/or collect and pack the products set out on the Order. Wolt is not responsible or liable towards the User for the proper execution of the Purchase Agreement by the Partner.

3.7. When you use the Wolt Service, there may be a minimum value for purchase required, in which case you will be notified before you make the Order. Where an Order fails to meet the minimum required value, an additional fee may apply, which will be disclosed to you before you place the Order, or you may add products to your Order to meet the minimum value. The Partner determines in its sole discretion the selection and pricing of their products available on the Wolt Service. The Partner may also impose certain restrictions on your Order, such as quantity limits and size limitations of the Order. The Partner is responsible for informing you of any limitation relating to the availability of any products. The User accepts that in case a certain product is temporarily unavailable, the Partner will fulfill the remaining part of your Order without including the unavailable product in the Order. You will not be charged for products that are unavailable at the time of placing the Order.

3.8. Sometimes an item you order may be temporarily out of stock. Where a Partner has enabled substitutions, you will see the substitutions option in the Wolt Service before confirming your Order. If available, you can either allow the Partner to substitute the missing item with a comparable item, or choose a refund for the item. Substitutions are selected as the default option where enabled, but you can change this for individual items before confirming your Order. If you allow substitutions, the Partner may replace a missing item with a comparable item. The Partner will follow these general principles for any substitute: (i) The substitute should be as similar as reasonably possible in type, main characteristics, quality and intended use; (ii) Main ingredients, active ingredients or core features should not materially differ, however a selected flavor may differ; (iii) Allergens and specific dietary or functional characteristics, such as lactose-free, gluten-free, organic, hypoallergenic, waterproof, alcohol strength, compatibility requirements, should be respected; (iv) Brand may differ, unless the nature of the product requires closer equivalence; (v) Where no clear substitute is available, the Partner may contact you. If a substitute is provided, you will never pay more than the price of the original item. If the substitute costs less, you will be charged the lower price, and if the substitute costs more, you will only be charged the price of the original item. If substitutions are not enabled as a feature in the Wolt Service for a Partner, if you have chosen refunds instead of a substitution, or if no suitable substitute is available, you will be refunded for the missing item.

3.9. After your Order has been delivered, you will have the option to rate your Order in the Wolt Service. Our process ensures that the ratings originate only from Users who have actually made a purchase from a relevant Partner. Users can rate their Order once it has been completed and delivered. The ratings are displayed in the Wolt Service on the Partner’s venue page and reflect the average of the ratings received during the preceding 6 months. Only the overall rating for food or other products is taken into account when calculating the average rating of a Partner. You may also rate all or some of the individual items included in your Order. The item-specific ratings do not impact the rating of the Partner, but are used to optimize the recommendations you see in the Wolt Service. In order to keep the ratings relevant, the venue rating is updated regularly. The ratings displayed are not influenced by sponsored reviews or by contractual relations with Partners.

3.10. For the avoidance of doubt, services, features, or functions available to any User at a specific time may not be available to all Users at the same time or at all times, and certain services, features, or functions may only be available in the latest version of the Wolt App.

3.11. Wolt Service uses recommender systems to recommend relevant Partners and items to you. Read more here. Wolt reserves the right to amend this information as it may change its algorithms, practices and parameters from time to time.

4. Right of withdrawal and product returns

4.1. You cannot withdraw from or cancel an Order for products or services once you have placed it, unless explicitly provided otherwise in these Terms of Service. Prior to placing an Order for a product or service, you should carefully review your selection.

4.2. If you are a consumer, you are entitled to a right of withdrawal in accordance with the statutory provisions of the country where you are located. “Consumer” for the purposes of these Terms of Service means any natural person who uses the Wolt Service and places Orders for a purpose which predominantly cannot be attributed to their commercial or self-employed professional activity.

4.3. Wolt follows the limitations of consumers' statutory cancellation rights as set out in applicable laws, according to which the right of withdrawal shall not exist for Purchase Agreements concerning certain items, including, but not limited to, the following:

products such as foodstuffs which are perishable or which may quickly pass their expiration date,
medicinal products,
products made to your specifications or clearly personalized,
sealed products which are not suitable for return due to health protection or hygiene reasons, if such products were unsealed after the delivery,
products which, according to their nature, are inseparably mixed, after delivery, with other items,
sealed games, movies or computer software which were unsealed after delivery,
supplies of newspapers, periodicals or magazines, except for subscription contracts for such publications,
supplies of alcoholic beverages where the price is agreed upon at the time the sales contract is concluded, the delivery is set to occur after at least thirty (30) days, and the actual value depends on market fluctuations outside the Partner’s control,
service contracts when the service has been fully performed, but if the contract gives rise to a payment obligation for the consumer only if the performance has begun with the consumer's prior express consent and express acceptance that the consumer loses the right to withdraw from the contract once the contract has been fully performed by the Partner.

4.4. You have the right to revoke the Purchase Agreement of products, for which the right of revocation exists, within 14 days from the day of delivery of the products on the Order without giving a reason for the cancellation. In order to exercise your right of revocation, you must inform Wolt of your decision to cancel by means of a clear statement (e.g., an email or a message sent through Wolt’s in-app customer service chat) within the said time period of 14 days. The Partner as the trader of the products on your Order has authorized Wolt to receive the revocation notification on the Partner’s behalf. In case the Partner has chosen to offer a longer cancellation period than 14 days, such a period will apply to Orders made through the Wolt Service if explicitly mentioned in the descriptive details for the Partner on the Wolt Service. If you wish, you can use the below model revocation form for making the revocation notification by filling in the information in the form and sending the information to Wolt, which information shall also be forwarded by Wolt to the respective Partner:

Model withdrawal form

- To: [insert the name of the Partner, the Partner’s address, telephone number, telefax or the Partner’s email address]: ____________________________________________________________________________________________________________________________________________________________________

- Herewith I/we (*) revoke the agreement concluded with me/us (*) regarding the purchase of the following goods (*)/ the provision of the following services (*)

____________________________________________________________________________________________________________________________________________________________________

- Ordered on (*)/received on (*) __________________________________________________________________________________

- Name of the consumer(s) __________________________________________________________________________________

- Address of the consumer(s) __________________________________________________________________________________

- Signature(s) of the consumer(s) (only in case of notification on paper) __________________________________________________________________________________

- Date _______________________

4.5. If you withdraw from the Purchase Agreement, Wolt will process the refund to you on behalf of the Partner on all payments received from you, including the delivery fee, service fee and possible surcharges (where applicable) no later than 14 days from the date on which we received notice of your withdrawal from the Purchase Agreement or a part thereof. However, if you have opted for a delivery option that is more expensive than the standard delivery method, we will only reimburse the cost of the standard delivery available at the time of your Order. Note that the delivery fee, service fee and possible surcharges (where applicable) will not be returned in case of only a partial withdrawal from your Order.

4.6. For making the refund, we will use the same means of payment as you used for the original purchase of your Order, unless expressly agreed otherwise with you. Note that if you paid for the Order with Wolt credits, we shall refund you in Wolt credits. Wolt may refuse a refund until the Partner has received the products back or until you have provided proof that you have returned the products, whichever is earlier.

4.7. You must return or send the products to the same Partner in the same location from which you made the Order. The contact details of the Partner’s point of sale are available on the Wolt Service. You have to return the products to the Partner as soon as possible and in any case no later than 14 days after the day on which you notified us of the withdrawal of the Purchase Agreement, and, upon Wolt’s request, provide the necessary evidence to Wolt that the products have been returned to the Partner. This period is deemed to have been observed if you dispatch the products before the expiry of the period of 14 days.

4.8. You shall bear the direct costs of returning the products, unless the Partner or Wolt has specifically mentioned that a free return is offered through the Return Feature, where available. The returned products have to be in an unused condition and capable of being resold. Price tags must not be removed. You shall be liable for any loss in value of the products if such loss in value is due to handling of the products that is not necessary for testing their condition, properties and functionality.

4.9. In some countries, Wolt may provide a functionality within the Wolt Service for returning items ("Return Feature"). The availability and applicable terms of the Return Feature, including any pickup fees or other charges, will be presented to you in the Wolt Service during the Return Feature flow. The Return Feature is provided on an “as available” basis and does not limit any rights you have under applicable law. Where the Return Feature is not available, you may exercise your right of revocation by other means in accordance with these Terms of Service and the Partner’s Product Return Policy. The Return Feature may be used once per Order unless otherwise indicated and is available from addresses within the Partner’s delivery area as listed in the Wolt Service. You must hand the returned products personally to the Courier Partner and be reachable at the telephone number provided to the Wolt Service; Wolt may charge a reasonable fee for failed collection due to your unavailability, where disclosed during the Return Feature flow. Returned products must be in their original packaging or otherwise securely packaged into a bag or box. Exchanges are not available via the Return Feature unless explicitly stated. Approval of the return and any related refund is subject to the Partner’s approval. A notice of approval or rejection of the refund request shall be delivered in the Return Feature flow, by Wolt customer support chat and/or email. If the return is rejected, you may collect the item(s) from the Partner’s store within 14 days.

5. User Accounts

5.1. You have a limited, non-exclusive, non-transferable, and non-sublicensable right to use the Wolt Service in the form offered to you by us from time to time solely for the purposes set out herein. The license granted to the User for the iOS Wolt App downloaded from Apple’s App Store is further limited to a license to use the Wolt App on any Apple-branded products that the User owns or controls and as permitted by the Usage Rules set forth in the App Store Terms of Service and these Terms of Service.

5.2. In order to use the Wolt Service, the User must create a user account by following the registration instructions in the Wolt Service. You must provide accurate, current, and complete information during the registration process, and update the information to keep it accurate, current, and complete. The Wolt Service credentials are personal (unless otherwise agreed between Wolt and the Customer Organization) and a User may only have one personal account. The User shall ensure that any user account credentials and equivalent information required to access the user account of the User or the Customer Organization are kept confidential and used in a secure manner not accessible by third parties.

5.3. You are fully responsible for any use and activities that occur under your user account, and you agree that you shall monitor your account to prevent unauthorized use by minors. You will accept full responsibility for any unauthorized use of your account. If you suspect that any unauthorized person has become aware of your account credentials or has access to your account, you shall immediately inform Wolt.

5.4. In order to place an order on the Wolt Service, you must submit a valid credit card or other payment method information to the Wolt Service. Wolt does not store information of your payment instrument, as this is done by a third party payment service provider used by Wolt. You agree to pay for all purchases arising from your use of the Wolt Service except for purchases made through the Wolt for Work Feature at the Customer Organization’s cost. You must keep the credit card and other payment information that you have submitted to your user account updated.

6. Payments

6.1. The User, or the Customer Organization in case of Wolt for Work Account, will pay the purchase price set out in the Order by using the relevant payment functionality of the Wolt Service. Wolt, or the Wolt group company authorized by Wolt, collects all payments from the Users or the Customer Organizations on behalf of the Partner. If the Order is made by using the Wolt for Work Feature, the User confirms the payment on behalf of the Customer Organization through the Wolt for Work Feature. The User’s or Customer Organization’s payment obligation shall arise upon placing an Order through the Wolt Service.

6.2. The User may fulfil this payment obligation by using the relevant online payment method provided in the Wolt Service. When the User, or the Customer Organization in case of Wolt for Work Account, has paid the purchase price to Wolt, the User or the Customer Organization has fulfilled its payment obligation towards the Partner.

6.3. The payment will be automatically charged from the User’s credit card or charged through the Customer Organization’s Wolt for Work Feature, upon delivery of the Order. Wolt is entitled to make an authorisation hold on behalf of the Partner on the User’s credit card or Customer Organization’s Wolt for Work Feature once the Order has been placed through the Wolt Service. Wolt uses a third party payment service provider for processing of payments.

6.4. In certain situations and for certain payment methods, the purchase price may vary slightly due to technical foreign exchange rate exchanges between currencies as part of the payment process. Wolt assumes no liability in these currency conversion differences and cannot predict the exact amount to be charged when using payment instruments subject to foreign exchange rate conversions.

6.5. Cash may be available as an additional payment method in select countries. The maximum accepted value of a cash order is detailed in the Wolt Service, as applicable. Refunds in cash orders will be made in Wolt credits or via another appropriate or legally required method. If a User who has made a cash order is not in the agreed place of delivery at the time of delivery, Wolt's customer support will contact the User and agree on an appropriate arrangement for the payment. If the customer support cannot reach the User within 24 hours of the no-show, Wolt will take appropriate measures which may include disabling the cash option from the User or disabling the User's account.

6.6. When you add products sold by weight in your Order, Wolt will not know their exact weight until the products are weighed by the Partner. For such weight-based products, any price per product shown on Wolt Service is only an estimate given by the Partner. The final price of the weight-based product in your Order will be determined and charged based on the actual weight of the product you receive. To cover for possible price adjustments caused by weight variation, Wolt will make a temporary authorization hold on your card. The amount of the temporary authorization hold will be at maximum 20% of the value of weight-based products included in your Order. In case the product in your Order weighs less than as indicated in your Order confirmation, Wolt will refund you the price difference. In case the product in your Order weighs more than as indicated in your Order confirmation, Wolt will charge you the price difference from the temporary authorization hold made for weight-based products. Any part of the temporary authorization hold that is not needed for covering for a price adjustment will be returned to your card.

7. Wolt credits and promotional offers

7.1. Wolt Credits. Wolt may offer, provide, or make available to Users credits that can be used for discounts on purchases in the Wolt Service (“Wolt Credits” or “Credits”). Wolt Credits may only be used in the Wolt Service and subject to the specific terms and conditions applicable to the relevant campaign or promotion.

Wolt Credits cannot be exchanged for cash. The validity period of Wolt Credits you may have received is specified in the Wolt Service. Upon expiration, Wolt Credits will be removed from your account. Expired credits are no longer redeemable and cannot be used towards any order.

Wolt Credits will be nullified if Wolt detects any abuse of Wolt Credits or suspects or detects that Wolt Credits have been granted on incorrect grounds. In such cases, Wolt shall invoice the amount that was paid using such Wolt Credits.

Wolt Credits are user-specific, non-transferable, and have no cash value unless otherwise required by applicable law.

7.2. Use of Wolt Credits. Wolt may at its own discretion determine the conditions applicable to the granting, use and validity of Wolt Credits. Certain credits, including but not limited to promotional and referral credits, may not be used simultaneously for the same Order. If you hold multiple types of Wolt Credits, you may be prompted to select which Credits to apply at checkout.

Restrictions on the usage of Wolt Credits may also apply due to other reasons such as applicable laws and regulations. Certain items may not be eligible for Wolt Credits. Please check the Wolt Service for any applicable restrictions. Wolt Credits may only be used in accordance with these Terms of Service and any applicable campaign-specific or program-specific terms.

7.3. Promotional Offers and Campaigns. Users may obtain Wolt Credits or other discounts or benefits through promotional campaigns established by Wolt from time to time. Such promotional campaigns or offers are subject to these User Terms and any additional terms and conditions set forth in the Wolt Service. You agree that promotional offers:

(i) may only be used by the intended audience, for the intended purpose, and in a lawful manner;

(ii) may not be duplicated, sold or transferred in any manner, or made available to the general public, unless expressly permitted by Wolt; and

(iii) are subject to the specific terms that Wolt establishes for such promotion or campaign.

For instance, promotional offers may be available for certain Users only or may be limited to be used through specific Partners or at a specific time of the day. Wolt Credits granted through promotional campaigns are subject to the general rules on Wolt Credits set out above. Certain offers or campaigns may not be used simultaneously for the same Order.

7.4. Referral program. Subject to availability, Users may obtain Wolt Credits by inviting new users to sign up to the Wolt Service (“Referral Program”). Under the Referral Program, Wolt may offer its Users the opportunity to earn Wolt Credits as promotional rewards by inviting their eligible friends or family to register as new Wolt Users and place their initial order through the Wolt Service. The Wolt Referral Program is provided at Wolt’s sole discretion, and may be unavailable from time to time. You agree that we may change the Wolt Referral Program Terms or terminate the Referral Program at any time.

Existing Users (“Referrer”) who refer friends or family as new customers (“Customer”) to the Wolt Service may be eligible to receive Wolt Credits through the Referral Program referral credits (“Referral Credits”). The Customer must sign up using the unique personal code ("Code") provided to them by the Referrer. The Code must be provided to the Customer through email, text, or the Share Your Code option on the Wolt App. Unless otherwise agreed between Wolt and the Referrer, the Referrer is not allowed to share the Code by posting it on websites accessible to the general public (including coupon sites and similar sites), buying paid ads, messaging people the Referrer doesn’t know personally or otherwise representing the offer or your relationship with Wolt. Wolt reserves the right to determine whether a referral qualifies for Credits and can deactivate or invalidate any Credits obtained by the above mentioned or similar means.

Limitations may apply to the amount of Credits that a Referrer can receive. Such limitations are determined in more detail in the Wolt Service where applicable. The Referrers can only receive Credits from Customers that are located in the same country as the Referrer. Wolt reserves the right to deactivate or invalidate any Credits obtained by either the Customer or the Referrer in excess of these amounts. Credit amounts vary regionally, and the Referrer’s location will determine the applicable region and Credit amount. Credit amounts are displayed in the Referrer's Wolt account details and in the offer received by the Customer. Select countries may require a minimum subtotal (excluding taxes and fees) on the Customer's first order that must be met in order for both the Customer and the Referrer to receive Credits. The Customer will be disqualified and will not receive Credits if Wolt determines that the Customer has previously created a Wolt user account. Wolt reserves the right to withhold or invalidate Credits obtained through the Referral Program if Wolt determines or believes that the Credits were received through error, fraudulent, illegal means, or in violation of these Terms of Service, or any other applicable agreement between you and Wolt.

8. Delivery of an Order

8.1. If the User orders the delivery of the Order through the Wolt Service, the Order will be delivered to the location confirmed by the User in the Wolt Service. The User also has to provide a street address for the confirmed location in the Wolt Service. If no-contact delivery is applied to your Order, please note that the goods shall be deemed to be delivered when they are left at the door and the Courier Partner marks the Order status as "delivered" on the Wolt Service after which you bear the risk of the items in the Order.

8.2. The User must be available to receive calls at the phone number the User has submitted to the Wolt Service. If the phone number provided by the User cannot be reached, the delivery may be cancelled by Wolt or the Partner and the User or Customer Organization may be charged for the full price of the Order.

8.3. The User may place an Order to be delivered as soon as possible (standard delivery method) or by pre-ordering a certain delivery time, to the extent these options are available on the Wolt Service at the time of placing the Order.

8.4. Standard delivery option: The User must be present at the confirmed location set out in the Order between the time of making the Order until the products set out in the Order have been received. If the User is not available at the location they have confirmed within five minutes of the arrival of the delivery of the ordered products and the User does not respond after two contact attempts by the Courier Partner making the delivery, the delivery may be cancelled by Wolt or the Partner and the User or Customer Organization may be charged for the full price of the Order.

8.5. “Pre-order” delivery option: the User must be present at the confirmed location between ten minutes prior to the pre-ordered delivery time or window until the moment of delivery in the Order to receive the Order.

8.6. Due to the nature of delivery services, Wolt cannot guarantee that food will arrive at the same temperature or condition as it would be if consumed immediately at the point of sale of the Partner. While our Partners and Courier Partners take reasonable care in packaging and delivering food promptly, the temperature, texture, and presentation may be affected during delivery, particularly for meals that are sensitive to time or temperature. The quality upon delivery may also vary depending on the type of food and packaging used by the Partner. By placing an order through the Wolt Service, you acknowledge and accept these inherent limitations of food delivery.

9. Picking up and collecting an Order at the Partner’s point of sale

9.1. If the User has not ordered delivery of the Partner’s products set out in the Order, but the collection at the Partner’s point of sale, the products can be collected at the point of sale of the Partner the User has chosen in connection with the Order. The User will receive a separate electronic confirmation when the products are ready for collection. The Partner or Wolt may set conditions for the identification of the User when picking up the products set out in the Order.

9.2. The Partner shall retain the ordered products for 60 minutes after the Partner has notified the User that the Order is ready for collection. However, this obligation is limited to the opening hours of the particular Partner’s point of sale and the Order has to be collected before the closing time of said point of sale of the Partner.

10. Eat-in Order

10.1. If the User has selected the option to consume the products set out in the Order at the point of sale of the Partner, the User will receive a separate electronic confirmation about the expected time of when the products will be ready to be consumed at the Partner’s point of sale.

11. Time estimates

11.1. Any delivery time or pick-up time or other time estimate communicated to the User by the Partner or Wolt in the Wolt Service are only estimated times. There is no guarantee that the Order will be delivered or available for pick-up or consumption at the estimated time. Delivery times of the products may also be affected by factors such as traffic jams, rush hours and weather conditions.

12. Intellectual Property Rights

12.1. All Intellectual Property Rights in or related to the Wolt Service and thereto related documentation and all parts and copies thereof shall remain exclusively vested with and be the sole and exclusive property of Wolt and/or its affiliates/subcontractors/licensors. “Intellectual Property Rights” shall mean copyrights and related rights (including database and catalogue rights and photography rights), patents, utility models, design rights, trademarks, tradenames, trade secrets, know-how and any other form of registered or unregistered intellectual property rights.

12.2. These Terms of Service do not grant the User any Intellectual Property Rights in the Wolt Service and all rights not expressly granted hereunder are reserved by Wolt and its subcontractors/licensors.

12.3. Wolt prohibits scraping or otherwise conducting any systematic retrieval of data or other content from the Wolt Service (including content accessible without being logged into your account), or attempting any of the foregoing or similar practices.

12.4. Apple shall not be responsible for any investigation, defense, settlement or discharge of any claim that the iOS Wolt App or your use of it infringes any third party intellectual property right.

12.5. User grants to Wolt a worldwide, royalty-free, sublicensable, and transferable right to use, modify, reproduce, distribute, display and publish any content provided by User in connection with the Wolt Service. Such content may include photographs, data, information, feedback, suggestions, text, and other materials that are uploaded, posted or otherwise transmitted relating to the Wolt Service.

13. Additional Provisions for use of the Wolt Service

13.1. The Wolt Service is only available to persons of the age of 18 years or older. You may not register as a User if you do not fulfill this requirement.

13.2. The User shall observe all applicable rules and regulations when using the Wolt Service, including with respect to the purchase of alcohol and other age-restricted products. To the extent delivery of age-restricted products, such as alcoholic beverages, is available in the country where the User is located, the User may be refused delivery of age-restricted products in case the User is unable to provide a valid government-issued photo identification document to Wolt’s Courier Partner delivering the Order proving that the User is of legally required age to purchase the product(s). The User may be refused delivery of age-restricted products also in other cases stipulated by applicable rules and regulations in the country where the User is located, such as for alcoholic beverages if the User is showing signs of intoxication. In case the delivery of age-restricted product(s) is refused due to reasons described herein, Wolt has the right to charge from the User two times the value of the delivery fee, service fee and possible surcharges for delivery services (if applicable) that the User paid for the Order in question as compensation for having to return the age-restricted product(s) to the Partner.

13.3. Wolt is constantly developing the Wolt Service and Wolt may change or remove different parts of the Wolt Service, including features, the products and Partners available in the Wolt Service in part or in whole.

13.4. By using the Wolt Service, the User may encounter content or information that might be inaccurate, incomplete, delayed, misleading, illegal, offensive or otherwise harmful. Wolt generally does not review content provided by the Partners. Wolt is not responsible for third parties' (including the Partners') content or information or for any damages arising as a result of the use of or reliance on it.

13.5. You or the Customer Organization shall be responsible for obtaining and maintaining any devices or equipment (such as telephones) and connections needed for access to and use of the Wolt Service and all charges related thereto.

13.6. The User will not: (i) use or attempt to use another person’s personal Wolt account and/or access another person’s personal payment data through the Wolt Service or use another person’s personal payment cards when using the Wolt Service, without consent of that other person; (ii) copy, modify or create derivative works of the Wolt Service or any related technology; (iii) reverse engineer, decompile, disassemble, decipher or otherwise attempt to derive the source code for the Wolt Service or any related technology, or any part thereof; (iv) remove any copyright, trademark or other proprietary rights notices contained in or on the Wolt Service; (v) remove, cover or obscure any advertisement included on the Wolt Service; (vi) collect, use, copy, or transfer any information obtained from the Wolt Service without the consent of Wolt; (vii) use bots or other automated methods to use the Wolt Service; (viii) create a Wolt account using a fake identity or an identity of another person; (ix) create multiple Wolt accounts; or (x) access the Wolt Service except through the interfaces expressly provided by Wolt, such as the Wolt App and Wolt Website.

13.7. Wolt is, at its sole discretion, entitled to remove or suspend a User from the Wolt Service with immediate effect and/or refuse or cancel any Orders from a User if: (i) the User breaches these Terms of Service, (ii) abuses the Wolt Service or causes any harm or detriment to the use of the Wolt Service or the Partners or Wolt or Wolt’s employees, (iii) Wolt has reasonable belief of fraudulent acts by the User when using the Wolt Service, (iv) the User places a false Order (for example by not paying or by not being present on the delivery or collection location in order to receive the Order) or otherwise fails to comply with his obligations arising from these Terms of Service; (v) there is reasonable doubt about the correctness or authenticity of the Order; or (vi) the User engages in threatening, harassing, racist, sexist or any other behavior that Wolt deems inappropriate towards Partners or Wolt's employees or Courier Partners. If Wolt cancels an Order that has already been paid for, Wolt shall transfer that amount into the same user account or Wolt for Work Account as the one from which the payment was made by the User.

13.8. Your personal data shall be processed in accordance with the Wolt Privacy Statement.

13.9. The User must comply with applicable third party terms of agreement when using the Wolt App or the Wolt Service.

13.10. The User represents and warrants that (i) they are not located in a country that is subject to a U.S. Government embargo, or that has been designated by the U.S. Government as a “terrorist supporting” country; and (ii) they are not listed on any U.S. Government list of prohibited or restricted parties.

14. Term and termination

14.1. These Terms of Service are in force as a binding agreement between Wolt and the User until further notice as long as the User is using the Wolt Service.

14.2. The User can discontinue the use of the Wolt Service at any time. Wolt can discontinue providing the Wolt Service permanently or temporarily at any time.

15. Defects and complaints

15.1. Please note that the Wolt Service may at any time be interrupted or permanently discontinued. The Wolt Service may also be temporarily suspended. Do not use the Wolt Service for backing up any data. While we do our best in providing you our platform and services (including new and/or temporary services such as no-contact deliveries, deliveries with novel technology or deliveries of new product categories) error-free, Wolt does not promise or guarantee you anything regarding the reliability, functionality, timeliness, quality or suitability of the Wolt Service, its features or any service offered by Wolt. Wolt does not promise or guarantee anything that is not expressly mentioned in these Terms of Service.

15.2. The Partner is solely liable for the contents, quality, safety and packaging of their products sold through the Wolt Service and has a statutory defect liability for their products as set out in the applicable laws. You are responsible for inspecting the products in your Order without undue delay after receiving the Order. If there are any defects or other quality shortcomings in the products of your Order, then you should contact either the customer service of Wolt, acting on behalf of the Partner, or the Partner directly and include a clear description of the defects or shortcomings. Regarding consumer goods, notices of defects should be made within a reasonable time from detecting the defect, however no later than within two months after being detected. Please note that in case of defects in foodstuffs or other products that by their nature spoil or age rapidly, it is crucial that you notify the defect as soon as possible to enable proper investigation and verification of the defect. Please note that Wolt or the Partner may ask you to send a picture of the product in question in order to document and verify the defects. In case of a defect or a non-conformity in the products of your Order, you are entitled to reimbursement in accordance with applicable laws.

15.3. The Partner is solely liable for any defects in the contents and preparation or packaging of the Order or other shortcomings in the performance of the Purchase Agreement, including but not limited to incorrect or missing items. Wolt is not responsible for the information provided by the Partner on the Wolt Service and does not give any warranty on the availability, quality or suitability of the products.

15.4. Apple has no obligation whatsoever to furnish any maintenance and support services with respect to the Wolt App. To the extent that any maintenance or support is required by applicable law, we, not Apple, shall be obligated to furnish any such maintenance or support. To the extent any warranty exists under law that cannot be disclaimed, we, not Apple, shall be solely responsible for such warranty. We, not Apple, are responsible for addressing any claims of the User or any third party relating to the iOS Wolt App or the User’s possession and/or use of the iOS Wolt App, including, but not limited to: (i) product liability claims; (ii) any claim that the iOS Wolt App fails to conform to any applicable legal or regulatory requirement; and (iii) claims arising under consumer protection, privacy, or similar legislation, including in connection with the iOS Wolt App’s use of the HealthKit and HomeKit frameworks.

16. Applicable Law and Dispute Resolution

16.1. These Terms of Service shall be governed by and construed in accordance with the laws of the country where the User is located.

16.2. If you are a consumer, please note that you cannot be deprived of the rights granted to you by the mandatory consumer protection laws of your country of domicile.

16.3. Disputes arising from these Terms of Service shall be resolved by the competent courts of the country where the User is located. You may also submit a consumer complaint to Wolt or the Partner, as well as initiate an out-of-court dispute in your domicile in accordance with the applicable law.

17. Amendments

17.1. Wolt reserves the right to amend these Terms of Service from time to time at its own discretion.

17.2. Wolt shall publish the amended Terms of Service at the Wolt Website. Wolt shall inform the User by providing a notice of any changes that are material by nature on the Wolt Service or by email to the email address submitted to the Wolt Service by the User. If the User does not agree to any amended Wolt Terms of Service, they may terminate the contractual relationship and discontinue the use of the Wolt Service.

18. Assignment

18.1. Wolt shall be entitled to assign all or any of its rights or obligations hereunder in whole or part to an affiliate or successor or to a purchaser or acquirer of its business assets relating to Wolt Service without the User’s prior consent.

18.2. The User shall not be entitled to assign any of its rights or obligations hereunder in whole or part.

Updated: 2 October 2026