Respect for all
Through Wolt, individuals from different backgrounds connect with each other, be it our people, customers, partners or sellers. We think it’s wonderful to work with various groups of people from around the world and we also ask everyone to treat each other with respect. That means being open and honest with each other, taking issues seriously and learning from them when they arise.
On this page, we’ve listed our codes of conducts (which outline how we require people in the Wolt ecosystem to treat each other), as well as how to speak up about any issues or concerns. Please read some of our FAQs below before filing a report.
Frequently asked questions
What we expect of our people
We believe that our people are our greatest assets and that working at Wolt should be meaningful and fun. In line with that, we expect our team to live and breathe our Employee Code of Conduct at all times, and with no exceptions.
What we expect of our partners
Our merchant and courier partners are critical to our business. With them, we can achieve our mission of making cities better places to live. When partners choose to work with us, they also agree to meeting our expectations, outlined in our Partner guidelines.
What we expect of our sellers
For sellers to Wolt, including companies and organisations that provide us with goods or services - our Global Seller Code of Conduct outlines our expectations and our stance on key issues such as environmental protection, human rights, modern slavery, corruption, and fraud, among others.
How we address risks in our contracts
Risks to our business mean risks to our communities. While our employees and partners go through appropriate and necessary checks before they can work with us, we take a more detailed approach with our sellers to ensure that we can identify potential issues before they happen, and act responsibly if and when they do. Our approaches include using self-assessment questionnaires, in person/ on-site inspections, the use of third party Social Audit standards such as BSCI, media monitoring, sanction screening and actively monitoring any complaints received through our third party whistleblower channel Speak Up.
When things go wrong, our first step is always to find out what happened, why and how, so we can do our best to ensure it doesn’t happen again. We work with our sellers to help them set corrective actions and improve, but in some cases, we also reserve the right to not work with those organisations in the future, or to adjust our contract terms to better reflect those risks. We review our processes on an annual basis to ensure that they continue to meet our needs and can evolve as we grow.
How we protect your privacy
Privacy and information security are essential to Wolt. For the Speak Up channel Wolt Enterprises Oy is the main data controller in respect of any personal data reported through the channel. In addition, local country-specific Wolt companies may also be data controllers under applicable privacy laws. People InTouch is our personal data processor. We may collect and process personal data from the reports received through the channel and during the investigations. Personal data to be processed may include a Wolt employee’s or other person’s name, contact information and position or role at Wolt as well as any other information filed in connection with the report. We process personal data obtained through the channel only if necessary for the purposes of investigating the matter and following up.
How to report an issue
Anyone at Wolt, at our sellers’ operations, or in the wider community is encouraged to speak up if they see or hear about something being wrong. There will be no negative consequences or retaliation against anyone who makes a report in good faith. If you see something that goes against our expectations, don’t be afraid to speak up! Click here to report an issue.
You can file both anonymous and explicit reports in relevant different languages across all our Wolt countries. Please note that if you file a report anonymously, our ability to investigate the issue(s) may be somewhat limited as we won't be able to follow up with you directly to clarify any details.
Our Speak Up channel is managed by People InTouch, a third party independent company that we have contracted to ensure we have a low barrier and secure solution for reporting issues. People InTouch are bound by strict confidentiality requirements that make it impossible for Wolt to find out IP addresses or other identification information related to reports filed with them.
When filing a report, we will aim to get back to you in less than 7 business days, often a lot faster than that. Each report is reviewed and prioritised according to the severity of the potential issue being reported. Cases may be closed under the following circumstances:
If we find that a report has been filed in bad faith
If the case is too vague or requires additional information and we cannot reasonably investigate based on the information we received
If we ask for additional information, and we don’t get a reply within a reasonable amount of time
The case is not in the relevant scope for reporting compliance related concerns
Merchant partners can use any of the channels listed above, or can raise complaints or escalate any issues related to their agreements directly with their Wolt Account Manager, to firstname.lastname@example.org, or through the Wolt Partner App.
Customers who have an issue about one of their orders or who want to provide feedback on the Wolt app or to the local country team, please email email@example.com or contact our Customer Service through the Wolt app.
For people looking to apply for a career at Wolt, please visit our careers site.
For media or general enquiries, contact our comms team: firstname.lastname@example.org.
Reporting on our progress
At Wolt, we believe that honesty is the best policy. Openness and transparency help us learn. In many countries, we share information received through these channels with local governments and authorities (fully respecting everyone’s privacy and anonymity). Where possible, we also want to share data on our progress with you, our customers and other stakeholders. For any information regarding our approach to managing risks in our supply chain or more broadly, please contact Compliance@Wolt.com.