User Terms of Service
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, please do not use the Wolt Service. These Terms of Service apply to any use of the Wolt Service and to the Purchase Agreements made hereunder. 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.
"Courier Partner" means an independent contractor who has signed a partner agreement with Wolt and that is a natural or legal person, or their substitute, performing delivery services through Wolt Service.
“Partner” means a restaurant or other service partner who has signed a partner agreement with Wolt and who offers its products and delivery services, if applicable, through the Wolt Service.
“Purchase Agreement” means an agreement for the purchase of Partner’s products and possible delivery 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.
“Wolt” means Wolt d.o.o., Bulevar Vojvode Bojovica 8, 11000 Belgrade, Serbia.
“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.
“User” or “you” means a natural person using the Wolt Service. The User must be of the age of 18 or older.
“Retail Products” means groceries, consumables, utility goods and other consumer goods made available by the Partner on the Wolt Service.
2. Identity of Wolt
Wolt d.o.o. Beograd-Vračar, Bulevar Vojvode Bojovica 8, 11000 Belgrade, Serbia, business ID 21408930, VAT ID 110976122.
Trade name: “Wolt",
Email address: firstname.lastname@example.org.
Information about the identity and products and services of the Partners will be provided through the Wolt App and Wolt website.
3. Description of the Wolt Service
3.1. Wolt provides a technology platform that connects the 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.
3.2. The Partners provide the information about their products and services in the Wolt Service, including information on menus and product prices. The information on the delivery fee applicable at each time is provided in the Wolt Service. If you have allergies or other dietary restrictions, please contact the relevant Partner. The Partner will provide food-specific information upon request. The sale and purchase of the Partner’s products and services may be subject to additional terms and conditions of the Partners as set out in the Wolt Service. The price of the Retail Products is determined based on the price at the date of placing the Order. Please note that there may be minor price alterations between the indicated price and final price of the Order for pre-packed items in case of package weight variations.
The Partner provides information on allergens and other necessary product-specific information of Retail Products in the Wolt Service. The Partner is responsible for providing all information on Retail Products as required by applicable laws and regulations, including the EU Regulation No 1169/2011 on the provision of food information to consumers. Where applicable, the Partner is further responsible to ensure that the selling price and the unit price are indicated in accordance with EU Directive 98/6/EU on consumer protection in the indication of the prices of products offered to consumers.
The Partner determines in its sole discretion the selection and pricing of Retail 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 Retail Products. User accepts that in case a product is temporarily unavailable, the Partner will fulfill Your Order without including such product item in the Order. You will not be charged for products that are unavailable at the time of placing the Order.
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 on the terms and conditions presented to the User 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 and the Partner enter into the Purchase Agreement. Wolt will provide the User with a receipt on behalf of the Partner. When the Order is accepted by the Partner and the order confirmation is provided to the User, if the User also ordered the delivery of the Order, in addition to entering into the Purchase Agreement with the Partner for the purchase of the Partner’s products, the User or the Customer Organization and Wolt enter into a legally binding agreement for the purchase of any delivery services ordered by User through the Wolt Service. Wolt has the right to issue electronic receipts for the delivery services. The fulfilment of the Order is subject to availability, and Wolt reserves a right to cancel or not to accept an Order.
3.3 If delivery services are ordered, the platform notifies a Courier Partner that a delivery opportunity is available and the technology facilitates completion of the delivery to the User. Partners or Wolt charge Users a delivery fee and service fee for the delivery services as defined in more detail in the Wolt Service where relevant.
3.4. The Partner selected by the User will prepare the products set out in the Order to the User. Wolt is not responsible or liable towards the User for the proper execution of the Purchase Agreement by the Partner. While Wolt is not ultimately liable for the delivery services provided by Courier Partners, Wolt may facilitate any compensation to Users for faulty delivery services.
3.5. After the Order has been placed by the User, the Order cannot be cancelled by the User. You cannot withdraw or cancel an Order for products or delivery services once you have placed it. Prior to placing an Order for a product or service you should carefully review your selection.
3.6. Notwithstanding section 3.5. you have as a consumer the statutory right to cancel an Order of Retail Products within 14 days counted from the date of receipt of such products. You can cancel such Order by contacting Wolt or the Partner within the above-mentioned cancellation period and by returning the product to the Partner’s point of sale from which You made the Order. Please present the receipt received from Wolt or the Partner when returning the product. If you contact Wolt in connection to a return of product or request reimbursement due to a defect, damage or other shortcoming in the product, Wolt may ask you to send a picture of the product in question in order to document and verify the defects. Please note that the Partner may have in place separate terms or guarantees that apply in addition to these terms. The Partner provides information of such terms separately to User on the Wolt Service.
Wolt follows the limitations of consumers’ statutory cancellation rights as set out in applicable laws. Certain goods may be excluded by law from the consumers’ right of cancellation and return, including the following:
Foodstuff and products that by their nature cannot be resold or that spoil or age rapidly
Products that due to their nature become inseparable from other products after their receipt
Games, movies, software and other sealed products cannot be cancelled once the seal or other product package of such item has been opened
Hygiene and intimate products after opening the package
Goods that are manufactured or custom-made in accordance with the User’s specifications and instructions
This means that You cannot return for example food products by referring to Your statutory cancellation rights after purchase. You cannot withdraw, cancel or modify an Order for such Retail Products once you have placed it. Please look through your selection carefully before placing the Order.
3.7. Retail Products must be returned as soon as possible after the Order has been cancelled and no later than 14 days after the date of cancellation. The returned product must be in an unused condition and capable of being resold. The product must be protected adequately and packaged either in its original packaging or in a similar manner. You are not entitled to full refund of payment if the returned goods have reduced or changed in any way.
3.8. The returns of Retail Products subject to cancellation should be delivered to Partner’s point of sale from which you made the Order through the Wolt Service. Please contact the customer service at the point of sale to return the products. You can verify the point of sale from the receipt provided by Wolt or the Partner. You are responsible to pay the costs incurred from returning the Retail Products. The payment made by the User will be refunded by Wolt within 14 days of receiving the notice of cancellation, provided that the returned product or proof of return has been received by Partner. Wolt will refund the price of the returned product payments using the same payment method as You used and to the same bank account from which You made the Order. In case of delivery Orders, the delivery fee will not be reimbursed.
4. User Accounts
4.1. You have a limited, non-exclusive, revocable, non-transferable, and non-sublicensable right to access and use the Wolt Service and the content made available through 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. Any rights not expressly granted herein are reserved by Wolt and Wolt’s licensors.
4.2. In order to use the Wolt Service, the User must create a user account by following the registration instructions in the Wolt Service. Account registration requires you to create a username and password and to submit to Wolt certain personal data such as your name, address, email, number and at least one valid payment method. You agree to maintain the information on the account accurate, complete and up-to-date. For more information on how Wolt processes your personal data, please see the Wolt Privacy Statement. The Wolt Service credentials are personal (unless otherwise agreed between Wolt and the Customer Organization). 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. A User may have only one personal user account. If you wish to delete your account, please contact us by us using the contact details above.
4.3. Where it is suspected that any unauthorized person has become aware of a User’s user account credentials or has access to the user account of the User, the User shall immediately inform Wolt thereof. The User shall be responsible for any use of the Wolt Service and any activity under the user account of the User.
4.4. In order to use the Wolt Service, you must submit valid credit card or other payment method information to Wolt. 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.
5.1. The User, or the Customer Organization in case of Wolt for Work Account, will pay the purchase price and the delivery fee (if delivery applies) set out in the Order by using the relevant payment functionality of the Wolt Service. 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.
5.2. The User may fulfil this payment obligation only 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 and delivery fee (if delivery applies) to Wolt, the User or the Customer Organization has fulfilled its payment obligation towards the Partner and Wolt.
5.3. 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. In Serbia all payments are processed locally within Serbia by a third party payment service provider.
5.4. Cash is an additional payment method available in Serbia. Refunds in cash orders will be made in Wolt credits or via another appropriate method. If a User who has made a cash order is not in the agreed place of delivery at the agreed time or 5 minutes thereafter, 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 even disabling the user's account at Wolt for further orders. Wolt may send receipts to a user in electronic form only.
6. Wolt credits and tokens
6.1. The Users of the Wolt Service can obtain Wolt credits or tokens e.g. by inviting new users to sign up to the Wolt Service. The User can use Wolt credits and tokens to get a discount on their purchases in the Wolt Service.
6.2. Wolt may unilaterally determine the conditions applicable to the granting, use and validity of the Wolt credits and tokens.
6.3. Any signing-up bonus credits or tokens can be used only once.
6.4. Wolt credits and tokens cannot be exchanged to cash.
6.5. The Wolt credits and tokens will be nullified if Wolt detects any abuse of Wolt credits or tokens or suspects or detects that Wolt credits or tokens have been granted on incorrect grounds. In such cases, Wolt shall invoice the amount that was paid using such Wolt credits or tokens.
7. Delivery of an Order
7.1. 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. User is solely responsible for providing correct address and instructions for the delivery of Orders on the Wolt Service. The delivery services are provided to the User or Customer Organization by Wolt.
7.2. When you use the Wolt Service, there may be a minimum value for purchase required, in which case you will be notified thereof before you make the Order on the Wolt Service. Where an Order fails to meet the minimum required value, you will have the possibility to pay the difference to meet the minimum value or to add more products to your Order.
7.3. 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 and the User or Customer Organization may be charged for the full price of the Order.
7.4. The User may place an order to be delivered as soon as possible (standard delivery method) or by pre-ordering a certain delivery time.
7.5. 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 he/she has 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 making the delivery, the delivery may be cancelled by Wolt and the User or Customer Organization may be charged for the full price of the Order.
7.6. “Pre-order” delivery option: the User must be present at the confirmed location between ten minutes prior to the pre-ordered delivery time until the moment of delivery in order to receive the Order.
8. Picking up and collecting an Order at the Partner’s point of sale
8.1. 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.
8.2. 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.
9. Eat-in Order
9.1. 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 the products will be ready to be consumed at the Partner’s point of sale.
10. Time estimates
10.1. 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.
11. Intellectual Property Rights
11.1. 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 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.
11.2. 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.
11.3. 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. Additional Provisions for use of the Wolt Service
12.1. 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 fulfil this requirement.
12.2. The User shall observe all applicable rules and regulations when using the Wolt Service, including the purchase of alcohol and tobacco. To the extent delivery of alcohol is available in the country where the User is located, the User may be refused delivery of alcoholic beverages in case he/she is unable to provide a valid photo ID to the courier delivering the Order proving that the User is at least 18 years of age. The User may be refused delivery of alcoholic beverages also in other cases stipulated by laws in the country where the User is located (e.g. if the User is showing signs of intoxication).
12.3. 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.
12.4 Wolt may, in its sole discretion, permit you from time to time to submit, publish or otherwise make available to Wolt through the Wolt Service content and information, such as feedback and support requests related to the Wolt Service, or submissions for competitions and promotions (“User Content”). Any User Content provided by you remains your property. However, by providing User Content to Wolt, you grant Wolt a worldwide, perpetual, irrevocable, transferable, royalty-free license, with the right to sublicense, to use, copy, modify, create derivative works of, distribute, publicly display, and otherwise exploit in any manner such User Content in all formats and current or future channels, without further notice to or consent from you, and without the requirement of payment to you or any other person or entity. You represent and warrant that you are authorized to grant Wolt the abovementioned rights and that such User Content or the use thereof is not offensive, defamatory, obscene or harmful in any way and will not infringe, misappropriate or violate a third party’s intellectual property or proprietary rights, rights of publicity or privacy, or result in the violation of any applicable law or regulation.
12.5. 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.
12.6. 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.
12.7. 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; or (ix) access the Wolt Service except through the interfaces expressly provided by Wolt, such as the Wolt App and Wolt Website.
12.8. You are not permitted to use the Wolt Service or any content thereof for other than non-commercial purposes. Use of any kind of systematic retrieval, such as use of any robot, spider, web crawler, extraction software, automated process and/or device to scrape, copy and/or monitor any portion of the Wolt Service is strictly forbidden.
12.9. Wolt is entitled to remove a User from the Wolt Service with immediate effect and/or refuse or cancel any Orders from a User if: (i) the User 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, (ii) Wolt has reasonable belief of fraudulent acts by the User when using the Wolt Service, (iii) 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; (iv) there is reasonable doubt about the correctness or authenticity of the Order. 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.
12.10. The controller of the personal data collected about Users is Wolt Enterprises Oy, unless otherwise indicated. Wolt Enterprises Oy shall process any personal data collected from the User in accordance with Wolt Privacy Statement.
12.11. The User must comply with applicable third party terms of agreement when using the Wolt App or the Wolt Service.
12.12. The User represents and warrants that (i) he/she is 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) he/she is not listed on any U.S. Government list of prohibited or restricted parties.
13. Term and termination
13.1. 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.
13.2. 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.
14.1. 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 Wolt makes reasonable efforts to provide the Wolt Service without errors and in a timely manner, Wolt disclaims all representations and warranties which are not expressly set out in these terms. Wolt makes no representation or warranty regarding the reliability, timeliness, quality or suitability of the Wolt Service or any goods or services provided through the platform, or that the Wolt Service will be uninterrupted or error-free.
14.2. The Partner is committed to prepare the Order in accordance with the features ordered by the User and within the time shown on the Wolt Service. If there are any defects in the (delivery of the) Order, the User may contact either the customer service of Wolt, acting on behalf of Partner, through the in-app customer support chat or at email@example.com or the Partner directly.
14.3. The Partner is solely liable for any defects in the contents and preparation of the Order or other shortcomings in the performance of the Purchase Agreement.
14.4. The User who has discovered shortcomings in the performance of the Purchase Agreement must submit any complaints to Wolt or the Partner without delay, with clear descriptions of said shortcomings. For Retail Products, notices of defects should be placed 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. In case of a defect in the Retail Products, You will be reimbursed in accordance with applicable laws.
14.5 Wolt excludes all liability for loss or damage which you or any third party may incur in connection with the Wolt Service, unless caused by Wolt’s intent or gross negligence, or any other liability which cannot be excluded or limited under applicable law.
14.6. 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.
15. Applicable Law and Dispute Resolution
15.1. These Terms of Service shall be governed by and construed in accordance with the laws of Serbia.
15.2. 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.
15.3. Disputes arising from these Terms of Service shall be resolved by the competent courts of the country where the User is located. A consumer may, however, always institute proceedings in the competent court of its domicile. If you are a User domiciled in the EU, you and Wolt may also use the ODR platform managed by the European Commission to settle disputes. This platform can be found on ec.europa.eu/odr. You may also refer a dispute to the consumer disputes board or other corresponding out-of-court institution in your domicile.
16.1. These User Terms of Service are subject to amendments.
16.2. You can find the current version of the User Terms of Service on the Wolt Website. We will not make substantial changes to the User Terms of Service or reduce the rights of the Users under the User Terms of Service without providing a notice thereof. If the User does not agree to any amended Wolt Terms of Service, he/she shall discontinue the use of the Wolt Service.
17.1. 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.
17.2. The User shall not be entitled to assign any of its rights or obligations hereunder in whole or part.
Updated 28 September 2022