FAQ for Wolt courier partners

A courier partner is free to accept or reject orders offered to him via Wolt courier partner mobile application. If he accepts an order, s/he picks it up from the venue and delivers it to the customer. If the order is paid in cash, s/he is also responsible for collecting and depositing the cash to Wolt at a later stage.

We operate in Malta and Gozo.

There is no restriction regarding doing deliveries with competitors of Wolt.

You can give your account to a subtitute who can perform deliveries on your behalf. Please note that you need to notify Wolt in advance by sharing with us this legal document . Also note that you are fully liable for engaging the substitute in a legal way.

1. Freelancer: You are a self-employed courier partnering with Wolt to provide your services to your customers.

2. Fleet managed courier: You are employed by a fleet managing company Wolt is cooperating with. You do not partner with Wolt in any way.

You can find more information by clicking here.

Freelance courier: You have a total freedom in choosing when, how, and for how much time you will be delivering! Fleet managed courier: Wolt does not impose any limits on how many hours you spend online. However, please note that there might be restrictions imposed by your employer.

You can download Wolt Partner app from Android or iOs and sign up.

You can start delivering either by partnering directly with Wolt as a freelancer or by being employed by a cooperating fleet company. The requirements are:

Freelancer: Be a legal resident of Malta or any other country of the European Union. Fleet managed: Be a legal resident of Malta and have a valid working permit.

For freelancers: 1. Download the Wolt Partner App from the App Store or Google Play store

2. Submit an application (sign in if you are already user of the Wolt customer app or sign up otherwise).

3. Wait for your application to be approved (you will get an email notifying you when this happens).

4. Watch the introductory presentation via the Partner App.

5. Declare your personal info (IBAN, residence etc) and upload the necessary documentation (on the Wolt Partner App)

6. Digitally sign the contract sent to you in your email.

7. Book an appointment to pick up your Wolt gear (booking form will be sent to you via email once you sign your contract)

8. Receive your gear and start delivering.

The average waiting time between application and onboarding can span from a few weeks to several months.

Wolt needs you to fill-in/ upload in your application form in the courier App the following:

For freelance (self-employed) courier partners:

• Identity document

• Valid driving licence (local or international)

• VAT number

• Jobplus registration as a self-employed courier

* In addition to the above, you are required by the Health and Safety to possess the "Basic food handling certificate" (from an accredited provider such as this) which you can even do online. You are not required to upload it during the application but you need to show it to a potential inspection by the authorities on the street.

For fleet managed courier partners:

• Identity document

• Driving license

• Residence permit/work permit (non-EU citizens only)

* In addition to the above, you are required by the Health and Safety to possess the "Basic food handling certificate" (from an accredited provider such as this) which you can even do online. You are not required to upload it during the application but you need to show it to a potential inspection by the authorities on the street.

**Please note that those documents are in addition to the ones required by your employer.

You will upload your documents in the Wolt Partner App. There is no need to physically hand them over to Wolt.

Your acount is assigned to one country and one city. You can request a city change (from Malta to Gozo) at any time by contacting support, but if you want to deliver in another country you will have to apply from scratch in the country of interest.

You will be able to start delivering once you have completed the last stage of the application process, ie when you receive your gear.

We use the First In- First Out method of accepting applications so it might take some time (up to a few months) for your application to be accepted.

Each task is priced individually based on delivery distances, date and time, demand, ease of access of the pickup and dropoff points. You will see the payment for each task when it's offered to you so you can decide if it is worth accepting

Venue/customer delay When there is a delay in the order caused by the venue or the customer, +€1.00 compensation is added to the courier partner's 15 minutes of waiting, which increases by +€0.50 for every 5 minutes beyond the first 15. The compensation is added only in case you have contacted Support and delivered the order!

In case the customer pins their location wrong and you need to go to another address or you need to return the order to the venue you will be refunded 1€/km (given that in-between locations distance is further than 500m). This distance is measured in straight line.

Delivering during peak hours can maximize your earnings. Also, accepting all tasks might be a good strategy to earn more.

Tips through customer app are 100% compensated to you.

Customer can place tips using the customer app both before and after he receives the order.

Tips given to you in cash by the customer are also 100% yours.

Freelance couriers:

Wolt pays you the invoiced fees twice per month and emails you a proof of payment/ self billing invoice. For deliveries from the 1st to the 15th of the month: payment on the 25th of the same month (or the next business day if that day happens to be a holiday). For deliveries from the 16th to the 31st of the month: payment on the 10th of the following month (or the next business day if that day happens to be a holiday). Fleet Managed couriers: If you are a fleet courier, please ask your employer for your payment schedule.

You can see your detailed earnings at any time through the app (tab Finances).

All payments are transfered to your IBAN via bank transfer from our Citibank account

You will need to notify the support team through the chat and then they can help you change your details.

Wolt provides gear for deliveries with a returnable deposit of 120€ from your first earnings.

The items are the following:

• Bike Bag

• Coffee Bag (including cup holder)

• Pizza Thermobox

• Summer Jacket

• Inner Jacket (during October-March)

• T-Shirts x4 (during April-September)

• Reflective Vest

The items you receive are recorded in your courier app.

Wolt Courier Partners can make deliveries with a car or a motorcycle. During the partnership, you can change the delivery vehicle, as long as you have all the required licenses to operate the vehicle of choice and have an appropriate delivery gear for that vehicle.

Moreover, you always need to contact support in order to change your vehicle type in the app.

Gear is handed to you before your first delivery.

You can always change your gear if it is worn or torn (for a returnable deposit fee if you are a freelancer) on Tuesdays from 10:00-12:00 and Fridays from 14:00-16:00 by coming to our warehouse at 1 Triq il-Vittmi Tal-Gwerra, Birkirkara.

Freelance courier:

• 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. You can choose to opt in or opt out of using Wolt gear while delivering and you will be compensated if you do.

Fleet Managed courier: 

• Our agreements with fleet companies provide (and compensate for in the form of marketing compensation) the use of Wolt branded gear.

Freelance courier:

• A gear deposit is deducted from the accountholder's first earnings.

• If the partnership is terminated by either party, you have one month to return the gear (in any condition) and get the guarantee back with your last payment.

Fleet Managed courier: 

• The equipment belongs to your Fleet manager, we do not accept returns from Fleet Managed couriers because that is the agreement we have with them.

Yes, please contact the operations team and inform us which vehicle you want to change to. To do so, open a chat and click on “contact courier operations” then choose “change vehicle type”. Once done, please attach a photo of your driving license from the front and back and let us know which type of vehicle you will be driving. It’s important to inform us whenever you change your vehicle from Car to Motorcycle and vice versa, so that you can receive orders which are appropriate for your vehicle. These requests will be fulfilled between Monday to Friday from 9am till 5pm.

You can deliver as you wish, but customers usually appreciate clean clothes and Wolt-branded equipment (and experience shows they tip more if they see such couriers). If your equipment is lost/ worn out or dirty, you can visit our warehouse and we can replace it (with an additional deposit) during: Tuesday 10:00-12:00 Friday 14:00-16:00

Personal Hygiene Personal hygiene is essential for your and the food’s safety.

It is important to follow the tips below:

• Don't make deliveries if you're sick

• Keep safe distances (2m) in gathering places (e.g. waiting for your order in the restaurant)

• Disinfect your hands after any delivery or activity that may affect hygiene such as (eating, smoking, putting petrol, handling cash, using the toilet, or coughing)

   

Vehicle and equipment cleanliness

It is essential to keep the courier bags clean. You can follow the instructions in the section below ‘’How to keep your Wolt Bag clean''

You can replace worn or dirty equipment in the Wolt office.

The mobile phone is a source of germs and you need to disinfect it every day.  

Order management

• Keep the products of the order sealed (as you received them). If you notice that the seal is damaged, contact Support before handing the order over.

• Place the bags correctly in your box so that they are stable and do not move during transport If the transport products are at different temperatures, use the shelf to separate the cold from the hot.

• In case you are transporting products of a chemical nature, we recommend that you transport them in a separate plastic bag, at the bottom of the box.

• Delivery to the customer must be as fast as possible but always safely.

1. Wash the bag thoroughly on a regular basis

   1. Place a clean cloth on a mix of warm water and soap and wipe the inside of the bag thoroughly (make sure any crumbs get cleaned out from the edges).

      It is important that all surfaces are washed

   2. Place a clean sponge on a mix of warm water and soap and clean all outside surfaces that might be dirty

   3. Do the same process for the coffee bags and the pizza boxes

2. Sanitize the bag before every shift and after every delivery

   1. Spray the inside of the bag with the provided antibacterial spray

      1. Shake well before use

      2. Hold upright and spray the inside of the bag from 15 cm distance

      3. Read the Warnings and Dangers before use

   2. Always carry antibacterial wipes in case of food and beverage spillage

3. Never leave your bag unattended on the bike or on the floor

4. You should place your personal items in the side pockets of the delivery bag separated from the food and beverage items

Below you will find some general information for your safety and better delivery experience:

Practice safe driving techniques: Monitor blind spots, travel at safe speeds and reduce speed in work zones, keep up with regular vehicle maintenance, adjust driving techniques in bad weather, load cargo safely, and reduce speeds on curves to prevent your vehicle and cargo from tipping over

Know your territory: Be familiar with the delivery area and your route Avoid muscle strain: Use material handling equipment such as a cart or dolly to move heavier items from the vehicle to the delivery site Watch your step: Look out for slip, trip, and fall hazards when delivering the goods Conceal cash: Keep any money hidden from sight

Park close: Park as close to the delivery site as possible; always try to park near the delivery door

Be aware of your surroundings: Take note of any vehicles that may be following you 

Only deliver to valid addresses: Make sure that you are not delivering to an unoccupied home or business. Signs of vacancy may include an unkempt yard and no lights. If lights are off, ask your employer to do a call back and request that the customer turn on a light Do not deliver to hotel rooms: Never deliver food to a hotel or motel room; only deliver to the main desk Stay in well-lit areas: Park under a street light, if possible

Carry a flashlight: Keep a flashlight handy in case you have to walk to a side door or back of a building

Avoid stress: Stress can be managed by organizing and planning the workload

Shift work, late hours or extended work days: Avoid working long hours or extended days with no days off

Sickness: Avoid going to work if you are not feeling well

Law, Rules and Regulations: All drivers must abide by the current law, rules and regulations on all issues

Company Regulations: All drivers must abide by the Company’s regulations, including the Health and Safety measures and procedures implemented by the Company

Local Language: Having good knowledge of the local language is a big asset. It can improve relationships with management, co-workers and clients

We strongly advise not to deliver if you are sick.

You are free to take a break from Wolt whenever you feel like. Please keep in mind that we are turning off accounts due to inactivity if you don't deliver for more than 60 days.

If you have an accident while you are online and delivering, please contact Support team for help.

Freelancer: You might be covered by our private insurance scheme (Onsi) for certain types of physical damage caused to you. The application of the claim can be done in Wolt Partner app.

Fleet managed: Regarding any damages, you can contact your employer.

As a sole trader, you have your own state insurance coverage. In case you are fleet managed employee, your employer is responsible for your insurance through your hiring documents. Apart from the state insurance, Wolt provides private insurance to all freelancers (Onsi). This private programme compensates for certain kinds of injuries to you as long as you were online and delivering with Wolt when the accident happened.

We strongly advise all freelance couriers not to deliver when it is sunny and the temperature exceeds 38 degrees. If you however want to work, please take a note of the following tips:

• drink a lot of water and other refreshing drinks and (feel free to ask Wolt Market to provide you with water)

• avoid caffeine and alcoholic beverages 

• Wear light-colored clothes that reflect the sun (like a Wolt t-shirt :)

• wear long-sleeved clothing and protective clothing and accessories (e.g. sunglasses) 

• take frequent breaks in shady spots and rest whenever needed

• use sunscreen to protect you from the sun

• eat frequent and light meals during the day

• in case you feel any discomfort or fatigue, immediately stop delivering  and rest in a cool and air-conditioned area

Press "Sign in", input your phone number (including country code) and then fill in the 6-digit pin code that will arrive shortly to you via SMS.

By contacting support through the chat.

Each PIN code is generated automatically and sent to you via SMS. You cannot have a fixed pin.

By contacting support through the chat.

A Pick up task involves driving to the merchant and picking up the designated order.

Drop off task involves navigating from the merchant to the customer with the order and delivering the order to the customer.

If you do not accept the task quickly, the task might disappear from your device and be offered to another courier.

All distances displayed in Wolt Partner app are calculated based on your phone GPS signal.

You can wait for the order to be ready, or let support know that you would like the task to be unassigned.

In case you can't find the customer, you can call them in the app by pressing the relevant button. If you still can't find them after 3 calls, you can contact Support team for further guidance.

Please contact Support via your Partner App.

If the order is too large to be handled by you, you can contact Support team and either ask them to unassign it or ask for a second courier to help you.

Please note that certain vehicle types with higher capacity (eg cars, cargo bikes) are expected to handle large orders without asking for a second courier.

If you have such a vehicle but do not want to handle large orders, please notify support

You can see the HEAVY ORDER tag when a heavy/big order is offered to you. As you might know heavy orders pay extra and the additional amount will be included in the offered compensation for the task.

Additionally when you swipe up you will see an estimate of the order weight range (e.g. 10 to 17kg) of the order so that you can make an informed decision before accepting the order.

With this said, please keep in mind that heavy order tags work only for the majority of supermarket orders.

Please take a picture and contact Support and wait for further guidance.

Please do not deliver a damaged order before you get clearance from Support.

Please take a picture and contact Support and wait for further guidance.

Please do not deliver such an order before you get clearance by Suport.

You can mark the task as "completed" only after you deliver the order to the customer.

If it is a cash order, make sure you received the full amount before too (check that the notes are not counterfeit)!

Once you mark the order as delivered, the task compensation is credited to you and if the order is a cash order, your cash balance (amount owed to Wolt) increases.

You can immediatly contact the support team and notify regarding the issue and they will guide you further. It is very important never to hand the food to the customer if you have not collected the full amount.

There is no direct way of reporting lateness to the venue. This information will have to go through Support team and then they will inform the venue on the late pick up. When this happens, the customer will also get an updated drop off time in the Wolt app.

If you want to transfer to another Wolt country you need to start a new application to that country from scratch.

Operating hours are the hours customers can order in the Wolt app. This means that if you are online during this times, there is the possibility to deliver orders.

Malta: 24/7 (open all day every day) Gozo: Monday to Thursday 08:00-00:00 Friday to Sunday 08:00-01:00

In order to get the cash capability you will need to be employed with one of the following fleets;

• WT Global

• Knock Knock

• Look At Malta

• Signola

• Smart Design

• Mela Cleaning

• Kaaf Ltd

• The A Team

If you have the cash capability please read below the responsibilities and liabilities;

• You need to receive and give the right amount of money to the customer.

• Remember to always have change on you for the deliveries, as we want to provide the best customer experience and avoid any problematic situations as well as waste of time. Please do not exceed the limit of €350.

• Always be extra careful with cash deliveries!!

• Never handover the food to the customer if you have not collected the full amount!

• Never mark that you collected the amount if you have NOT, as you will be charged for this order (You will be responsible to pay for this amount)

• Whatever incident may occur must be handled by you with courtesy and good will.

• When the customer of a cash order is not found, you will need to contact Support. Unless support advises you otherwise, you will need to return the order to the venue.

• If you do not return the order as instructed, you will be charged for the full amount of the order.

How much money do I have to offload?

You will be able to see how much you need to offload from your Partners app, it will be the cash you received from your recent orders minus the tips. Under ‘current cash balance’ you will find the amount you will need to offload to a Fexserv branch. When, Where and how do I offload?

You should offload when your cash balance reaches €350.

To offload your cash balance; 

• Visit any Fexserv branch of your choice during the branch's opening hours.

• Give the chosen cash amount to the Fexserv employee.

• Show your phone indicating your reference number, as shown;

• A Fexserv employee will count the amount and authorize an offload to the distinct reference number.

• Fexserv will provide you with an offload receipt.

• Check your balance on the app to make sure it has been reflected correctly.

For the addresses and opening hours of each branch, CLICK HERE to visit their website.

What will happen if I do not offload on time?

If your cash balance went above the limit of €350 and/or you didn't offloaded the full amount of the cash balance when depositing (even if you did not surpass the threshold) the following will happen; 1. Your account will be automatically deactivated. (You will not be able to do deliveries) 2. Only once the full amount has been offloaded, you will be able to go online. 3. Should you still be unable to go online, contact support and explain the situation.  4. If your account was manually set offline due to cash, support will only reactivate the account if the cash balance is €10 or below.  Very important note

Offloads are done automatically and are reflected on your account instantly. 

If you do not see the change in your cash balance, please close the app from the background and re-open it. 

Should you still not see the change in cash balance, please contact support and send a photo of your receipt.

Freelancers:

Firstly, you will need to deposit all remaining cash debt you may have. After that, you can inform the Support team so that they set your account offline. In case you want the gear deposit to be returned, you can return it to Wolt office/ storage every Thursday 4-5pm. You have 30 days to do so.

Please contact support for any issues regarding your orders.

Do not contact Support for trivial issues (eg why I don't receive tasks,which are the busy areas etc)

You can contact the Support via in-app chat.

In order to discuss more regarding our cooperation, please contact us from the support chat by clicking "Contact Courier Operations" and describing your issue. We will reply between Monday-Friday from 9am-5pm.