User Terms of Service and Purchase
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The Terms of Service and Purchase consist of the “Terms of Wolt Service” (see Section II.), which apply to the use of the Wolt-Services, the additional Wolt+ Subscription Terms (see Section III.) and the “Terms of Purchase” (see Section IV.), which apply to future Purchase Agreements for goods and associated delivery services (if applicable) from Wolt through the Wolt-Service, as well as the “General Terms” which will apply to the use of the Wolt-Services, the Wolt+ Subscription Terms and the purchase of goods and services through the Wolt-Service (see Section I.).
Deviating general terms and conditions of the User are not recognized, unless Wolt expressly agrees to their validity in writing.
Please read the following Terms of Service and Purchase carefully before using the Wolt-Services, concluding the Wolt+ Subscription and purchasing goods and services from Wolt through the Wolt-Services. If you do not agree with the Terms of Service and Purchase, you cannot use the Wolt-Service, conclude a subscription and make purchases through the Wolt-Service. These Terms of Service and Purchase apply to any use of the Wolt-Services and to the agreements made hereunder. A more detailed description of the Wolt-Services and information on system requirements is available at wolt.com.
The Terms of Service and Purchase are concluded between Wolt and the User only. This does also apply in case the iOS Wolt App is downloaded from Apple’s App Store. 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 Purchase, and that, upon your acceptance of the Terms of Service and Purchase, Apple will have the right (and will be deemed to have accepted the right) to enforce the Terms of Service and Purchase against you as a third party beneficiary thereof.
I. General Terms
1. Identity of Wolt
· Wolt, means Wolt Enterprises Deutschland GmbH, Stralauer Allee 6, 10245 Berlin, Germany, business ID: HRB 217122 B (Register Court Charlottenburg)
· Trade name: “Wolt",
· Email address: support@wolt.com.
2. Definitions
2.1 “Partner” means a restaurant or other service partner who has signed a partner agreement with Wolt and whose products and delivery services, if applicable, are offered and sold to you by Wolt through the Wolt-Service.
2.2 "Third Party Suppliers" are suppliers that do not have a contractual relationship with Wolt except for existing purchase contract terms.
2.3 “Purchase Agreement” means a binding agreement for the purchase of Partner’s products and / or delivery services, made on an Order between you and Wolt over the Wolt-Service. A purchase agreement can be made between the User and Wolt or between the User and a Partner; the virtual offer page in the Wolt-Service for your Order makes clear who you are making an Agreement with for the product / delivery service. Your order can also result in multiple Agreements, e.g. a Purchase Agreement with a Partner over the purchase of a product and a Purchase Agreement with Wolt over the delivery of that product.
2.4 “Wolt” or „We“ means Wolt Enterprises Deutschland GmbH, Stralauer Allee 6, 10245 Berlin, Germany, business ID: HRB 217122 B (Register Court Charlottenburg)
2.5 „Wolt License“ means Wolt License Services Oy, Pohjoinen Rautatiekatu 21, 00100 Helsinki, Finland, Company ID 3172070-5, USt-ID FI31720705, a company affiliated with Wolt and authorized as a payment service provider in the European Union.
2.6 “Wolt App” means a digital application called “Wolt” provided by Wolt (on a platform such as an App Store) for natural persons to order products of Wolt’s Partners from Wolt.
2.7 “Wolt-Service” means both Wolt App and Wolt website wolt.com and other additional locations as mentioned at wolt.com.
2.8 “Wolt+” is a subscription service offered by Wolt which is automatically renewed and includes certain benefits and discounts defined in the Wolt Service. The subscription is subject to the Wolt+ Subscription Terms.
2.9 "Eligible Partners" are those partners that are marked with the W+ symbol in the Wolt Service.
2.10 “User” or “you” means a natural person using the Wolt-Service. The User must be of the age of 18 years or older.
2.11 "Wolt Credits" means Wolt Credits that can be redeemed for payment of orders placed through Wolt.
3. Applicable Law and Dispute Resolution
3.1 These Terms of Service and Purchase as well as Purchase Agreements concluded thereunder shall be governed by and construed in accordance with the laws of Germany to the exclusion of the UN Convention on Contracts for the International Sale of Goods.
3.2 If the User is a merchant, a legal entity under public law or a special fund under public law, disputes arising from these Terms of Service and Purchase shall be resolved by the courts of Berlin, Germany.
3.3 Settlement of disputes: The European Commission has created an internet platform for the online settlement of disputes. The platform serves as a contact point for out-of-court settlement of disputes concerning contractual obligations arising from online purchase contracts. This platform and further information thereof can be found on ec.europa.eu/odr. We are neither willing nor obliged to participate in dispute resolution proceedings before a consumer arbitration board.
4. Amendments
4.1 These Terms of Service and Purchase are subject to amendments.
4.2 You can find the current version of the Terms of Service and Purchase on the Wolt website. We will not make substantial changes to the Terms of Service and Purchase or reduce the rights of the Users under the Terms of Service and Purchase without providing a notice thereof. Wolt shall notify the User of the changes to the Terms of Service and Purchase in general at least six weeks in advance before the amended Terms of Service and Purchase enter into force. The User can accept a corresponding amendment of the Terms of Service and Purchase by continuing to use the Wolt App or by placing an Order over the Wolt-Service.
5. Assignment
5.1 Wolt shall be entitled to assign all or any of its rights or obligations under the Terms of Service and Purchase, under the User Relationship or under a Purchase Agreement, 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.
5.2 The User shall not be entitled to assign any of its rights or obligations under the Terms of Service and Purchase, under the Usage Relationship or under a Purchase Agreement, in whole or part.
6. Limitation of Liability
6.1 Wolt shall be liable to the User in case of intent and gross negligence in accordance with the statutory provisions.
6.2 In other cases Wolt shall be liable - unless otherwise provided for in Section 6.3 below –in accordance with the legal requirements only in the event of a breach of a contractual obligation, the fulfilment of which is essential for the proper execution of the agreement and on the observance of which the User may regularly rely (so-called cardinal obligation or “Kardinalspflicht”), limited to compensation for foreseeable and typical damage. In all other cases the liability of Wolt is excluded subject to the provision in 6.3 below.
6.3 Wolt’s liability for damages resulting from injury to life, body or health and under the German Act on Product Liability (Produkthaftungsgsetz), Sections 69 and 70 German Telecommunications Act or other mandatory liability under applicable law shall remain unaffected by the limitations and exclusions of liability of this Section 6.
6.4. Wolt is not responsible for incidents or disruptions due to force majeure (e.g. pandemics, strikes, lockouts, official orders, natural disasters, breakdown of communication networks or gateways, disruptions in the services of carriers).
7. Data Protection
7.1 The user can find information on the processing of personal data by Wolt within the framework of these Terms of Use and Sale in the Wolt Privacy Statement.
II. Terms of Wolt Services
1. Description of the Wolt-Services
1.1 Wolt provides an online platform in which the User can order food or other products and delivery services, if applicable. The online platform is accessible through the Wolt-Service. A more detailed description of the Wolt-Services and information on system requirements is available at wolt.com.
1.2 The use of the Wolt-Services is free of charge. However, using the Wolt-Service for ordering products from Wolt will result in an obligation for payment. You agree to pay for all purchases arising from your use of the Wolt-Services.
2. User Accounts
2.1 In order to use the Wolt-Services, the User must create a user account by following the registration instructions in the Wolt-Service. 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.
2.2 Account registration requires you to create a username and password and to submit to Wolt certain personal data such as your name, address, email, phone number and information on at least one valid payment method. You agree to maintain the information on the account accurate, complete and up-to-date. You also must keep the payment information that you have submitted to your user account updated. The Wolt-Service credentials are personal. The User shall ensure that any user account credentials and equivalent information required to access the user account of the User 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 using the contact details above in Section I. Clause 1.
2.3 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-Services or use another person’s personal payment information or cards when using the Wolt-Services, without consent of that other person; (ii) create a Wolt account using a fake identity or an identity of another person; or (iii) access the Wolt-Service except through the interfaces expressly provided by Wolt, such as the Wolt App and Wolt website.
2.4 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 as well as change their credentials as far as necessary. The User shall be responsible for any use of the Wolt-Services and any activity under the user account of the User.
2.5 Wolt is entitled to remove or block a User from the Wolt-Service with immediate effect if: (i) the User violates the Terms of Service and Purchase, (ii) abuses the Wolt-Services or causes any harm or detriment to the use of the Wolt-Service or the Partners or Wolt or Wolt’s employees; or (Iii) Wolt has reasonable belief of fraudulent acts by the User when using the Wolt-Services. Wolt will inform the User of this in advance as far as possible and otherwise afterwards, giving the User the possibility to comment and then decide anew if necessary. A blocked User is prohibited from registering with the Wolt-Service again under a different profile and / or name.
3. Wolt Credits
3.1 The Users of the Wolt-Services can obtain Wolt Credits e.g. by inviting new users to sign up to the Wolt-Service. The User can use obtained Wolt Credits to get a discount on his/her purchases made through the Wolt-Service. Wolt Credits each indicate when they expire and can no longer be used to claim a discount, otherwise they expire no later than 2 years after receipt.
3.2 Wolt Credits via Referral Code
3.2.1 Wolt offers each User a personal referral code. A new User signing up to the Wolt-Service is granted Wolt Credits when using such personal referral code when registering to the Wolt-Service for the first time or after the (repeated) Order. The User whose personal referral code was used will receive Wolt Credits. This is limited to the first fifteen Users that register to the Wolt-Service for the first time using the Users personal referral code or that register to the Wolt-Service for the first time using the Users personal referral code and after the (repeated) order.
3.2.2 Unless otherwise agreed between Wolt and the User, the User is not permitted to share the Personal Referral Code by posting it on publicly accessible websites (including coupon sites and similar websites), purchasing paid advertising, targeting individuals who do not know the User, or otherwise representing the offer to do business with Wolt. Wolt reserves the right to determine whether a Referral qualifies for Wolt Credits and may disable or invalidate Wolt Credits earned through the or similar means referred to in this Section 3.2..
3.2.3 Further information on the use of the personal referral code can be found in the Wolt-Service in your user profile.
3.3 Wolt-Credits by Voucher Cards
3.3.1 The User has the option of purchasing voucher cards in various values via the Wolt App or the Wolt Services. When redeeming the voucher card, the redeemer receives Wolt Credits to the value of the voucher card.
3.3.2 These Wolt Credits expire after four years (validity period).
3.3.3 The voucher cards can only be used for purchases via the Wolt Services or the Wolt App in Germany at Wolt.
3.4 Wolt-Credits by Refunds
3.4.1 In the event of justified complaints by the User to Wolt's customer service in accordance with Section IV. Clause 10, Wolt will provide refunds or credits exclusively in the form of Wolt Credits.
3.4.2 The User may use these Wolt Credits for purchases made via the Wolt Services within six months of receiving the refund or credit note. After six months, these Wolt Credits expire.
3.5 Wolt may unilaterally determine the conditions applicable to the granting, use and validity of the Wolt Credits.
3.6 Any signing-up bonus credits can be used only once.
3.7 All Wolt Credits may not be transferred to third parties, sold or exchanged for money or any value outside the Wolt-Services. Cash payment of Wolt Credits is excluded. Wolt Credits may not be promoted with commercial intent. Wolt is entitled to limit the number of redemptions per month per user of Wolt Credits at its own discretion.
3.8 The Wolt Credits will be nullified if Wolt detects any abuse of Wolt Credits or the personal referral code or suspects or detects that Wolt Credits the personal referral code have been granted on incorrect grounds or used in violation of these Terms of Service and Purchase. In such cases, Wolt shall be entitled to invoice the amount that was paid using such Wolt Credits to the User (meaning the amount of the discount provided). In addition, Wolt reserves the right to exclude respective Users from the future use of Credits or the personal referral code.
4. Intellectual Property Rights and rights of use
4.1 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.
4.2 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. In case the iOS Wolt App is downloaded from Apple’s App Store by the User, the license granted to the User under this Section 4.2 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 and Purchase. Any rights not expressly granted to the User herein are reserved by Wolt and Wolt’s licensors.
4.3 These Terms of Service do not grant the User any rights in or to Intellectual Property Rights in or related to the Wolt-Service and all rights not expressly granted hereunder are reserved by Wolt and its subcontractors/licensors. The right granted according to Section 4.2 above remains unaffected.
4.4 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 and publicly display such User Content for intended use 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, as far as the User Content is used within the Wolt-Services. Wolt hereby accepts this granting of rights.
4.5 The User will not: (i) copy, modify or create derivative works of the Wolt-Service or any related technology; (ii) reverse engineer, decompile, disassemble, decipher or otherwise attempt to derive the source code for the Wolt-Services or any related technology, or any part thereof, except if and to the extent permitted by applicable, mandatory statutory provisions; (iii) remove any copyright, trademark or other proprietary rights notices contained in or on the Wolt-Service; (iv) remove, cover or obscure any advertisement included on the Wolt-Service; (v) collect, use, copy, or transfer any information obtained from the Wolt-Service without the consent of Wolt; or (vi) use bots or other automated methods to use the Wolt-Services.
4.6 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.
5. Additional Provisions for use of the Wolt-Service
5.1 Wolt is constantly developing the Wolt-Service and Wolt may change or remove different parts of the Wolt-Service, including features and the Partner’s products available in the Wolt-Service in part or in whole. Wolt does not verify the accuracy or completeness of the Restaurant Information. Wolt does not promise any particular functionality or features of the Wolt-Service.
5.2 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. Especially the following uses of the Wolt-Service are not permitted:
Publication of advertising content without complying with the legal requirements for the labeling of advertising;
Publishing content without having the rights and consents required under these Terms of Use;
Use of the app for illegal, fraudulent purposes or in connection with a criminal offense;
Publishing misleading information, unauthorized advertising or spam;
Publishing content that defames, insults, threatens or defames others;
Posting confidential information of another person;
Posting content that infringes intellectual property rights (e.g., copyright infringement, trademark and label infringement, counterfeit or pirated goods);
Publication of content intended to humiliate or expose another person;
Defamation of and incitement to violence against persons on the basis of their race, ethnicity, nationality, gender or gender identity, sexual orientation, religious affiliation, or disability or medical condition;
Publication of content that supports or glorifies terrorism, organized crime, fanatical or radical groups that spread hate speech;
Publication of pornographic, lewd, offensive, sexually oriented, obscene content;
Publication of content that is likely to morally endanger children or young people;
Publication of content that depicts or portrays cruel or otherwise inhumane acts of violence against humans or animals;
Selling or otherwise transferring user accounts or data contained in the app;
Publication of inaccurate warnings about viruses, malfunctions and the same call to participate in unfair sweepstakes, pyramid schemes, chain letters, pyramid games and similar actions.
5.3 The User must comply with applicable third party terms of agreement when using the Wolt App or the Wolt-Service.
5.4 You 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.
5.5 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.
5.6 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, Wolt, not Apple, shall be obligated to furnish any such maintenance or support. To the extent any warranty exists under law that cannot be disclaimed, Wolt, not Apple, shall be solely responsible for such warranty. Wolt, not Apple, is 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.The Wolt-Service may contain links to external sites whose content cannot be influenced by Wolt. These were checked when the links were set up for the first time. However, it cannot be ruled out that the linked contents are subsequently changed by the respective providers. Wolt checks the contents to which it refers in the Wolt-Service for changes regularly, but not constantly. The User is responsible for checking links that the user includes in its own content.
6. Availability
6.1 Please note that the Wolt-Service may at any time be interrupted or permanently discontinued. The Wolt-Service may also be temporarily suspended. Wolt does not owe a specific availability of the Wolt-Service in / through App-Stores or elsewhere. In particular Wolt has the right to perform planned ot unplanned maintenance work on the Wolt-Service (e.g. for reasons of IT security) and to restrict the availability of the Wolt-Service for this purpose at any time.
6.2 Do not use the Wolt-Service for the purpose of backing up data.
7. Term and termination
7.1 These Terms of Service and Purchase are in force as a binding agreement between Wolt and the User until further notice. Both Wolt and the User are entitled to terminate these Terms of Service and Purchase and the Usage Relationship at any time and without cause by giving a termination notice without observance of a notice period to the respective other party.
7.2 The User can discontinue the use of the Wolt-Service at any time.
III. Wolt+ Subscription Terms
1. What is Wolt+
1.1. Wolt+ is an auto-renewing subscription program requiring recurring payment of a subscription fee (“Wolt+” or “Subscription”). The Subscription allows the User to receive certain benefits and discounts that are defined in the Wolt Service or elsewhere, are valid for a limited period of time and can be used for Orders placed by the User through the Wolt Service.
1.2. With the conclusion of the Subscription, You agree to the Wolt+ Subscription Terms. You also agree to the and the specific terms detailed in the Wolt Service about the Subscription. You also agree that Your payment method will be charged on a recurring basis each billing cycle of the Subscription, depending on the term of the Subscription. The Subscription is subject to change. You should therefore check the current Subscription details in the Wolt Service.
1.3 The benefits granted with the Subscription apply to Orders placed with Eligible Partners with a minimum order value defined in the Wolt Service.
1.4 The Subscription benefits can be redeemed only at Eligible Partners specified in the Wolt Service. Wolt reserves the right to change the Eligible Partners for the Subscription benefits at any time with or without notice. Subscription benefits are subject to geographic availability. Charges such as service fees, taxes or other fees may apply to your order.
1.5 With the Subscription, the User is eligible to receive deliveries without delivery fees at selected restaurants and stores. In addition, there are other benefits defined by Wolt in the Wolt Service. Partners included in the Subscription program are indicated with a W+ symbol in the Wolt Service. Watch out for the W+ symbol next to the partner's name to see which partners You can use the Wolt+ benefits with.
1.6 You can find more details and terms of the Subscription in the checkout process before You conclude the Subscription in the Wolt Service. This includes, for example, where and when the Subscription can be used, the available benefits, the costs and the billing interval of the Subscription. Please check the details of the Subscription in Wolt Service before concluding.
1.7 You can view and manage your Subscription by tapping the “Wolt+” tab in Your user profile in the Wolt Service. You can view and manage the settings, including the payment method, the next payment date and the country in which Your Subscription is valid, through Your user profile.
2. Conclusion of the Wolt+ Subscription
2.1 When You sign up to conclude a Wolt+ Subscription, the Wolt+ Subscription Terms become part of the contract. If You do not agree with these terms, You will not be able to conclude a Wolt+ Subscription. The conclusion of a Wolt+ Subscription also requires an active Wolt account. In case of deletion or temporary or permanent blocking of the Wolt account, it is not possible to use Wolt+.
2.2 You can conclude a Wolt+ Subscription directly in the Wolt Service by tapping the "Purchase Wolt+" ("User’s offer declaration"). Before confirming the conclusion of a Wolt+ Subscription, You can view the details of your Subscription (the Wolt+ Subscription Terms) and select the payment method. Wolt may accept your offer to conclude a Wolt+ Subscription as follows ("Wolt's declaration of acceptance"): Wolt will confirm the conclusion of the contract to You (i) by message (ii) offer the services of the program or (iii) ask You for payment (whichever happens first). There is no right to an offer or conclusion of a contract on participation in Wolt+.
2.3 You can conclude a monthly or annual Subscription. It is billed in advance based on the Subscription period. When You conclude the Subscription, You will be charged the "Subscription Fee" for the first billing cycle on the date of conclusion. Wolt+ will then be activated for the period specified in the user profile.
2.4 The billing cycle is based on the date of the first conclusion. The payment method You selected when you concluded the Subscription will be charged according to the payment cycle. You can change the payment method on the “Wolt+” tab in Your user profile. If You do not want the Subscription to renew automatically, You may cancel your Subscription in accordance with Section III. Clause 4.
2.5 If we are unable to process Your payment, Wolt will ask you to choose another payment method. If Your payment fails during the recurring payment cycle, we reserve the right to automatically terminate Your Subscription or charge the Subscription Fee after a predefined period of time retroactive to the original start date of the payment cycle. If Your payment is declined, we will also periodically during a billing cycle automatically attempt to debit the payment method You selected to debit the Subscription Fee so that You can resume the benefits of the Subscription and/or we will attempt to debit the Subscription Fee from another known payment method.
2.6 Wolt reserves the right to offer a free trial or other promotions for the Wolt+ Subscription. Free trials may be limited at Wolt's sole discretion, including with respect to eligibility or duration. If You are offered a free trial, you must still add a payment method for the Subscription before You start the trial.
2.7 At the end of your free trial Subscription, it will be automatically renewed and converted into a paid Wolt+ Subscription. In this case, Wolt will charge the payment method You selected at the beginning of the free trial period. You can cancel the Subscription at any time through Your user settings in the Wolt Service. If the free trial Subscription is cancelled for any reason, You will not be entitled to a free trial for a subsequent Wolt+ Subscription.
3. RESTRICTIONS TO THE WOLT+ SUBSCRIPTION
3.1 Your Subscription is for personal use and only User are eligible to purchase Wolt+. The benefits of the Subscription are available only in the country where the User purchased the Subscription.
3.2 Within the Subscription You are entitled to receive deliveries without delivery fees for eligible orders. In the Wolt Service, You will only see the partners that participate in Wolt+ and that are within the corresponding "Delivery Radius". Please note that a service fee and other fees may apply to Your order.
3.3 Eligible orders are orders placed with an Eligible Partner and meet the minimum order value of that Partner. You will be notified of the minimum order value on the virtual offer page of the Eligible Partner and when placing orders through the Wolt Service. The minimum order value may vary from time to time and may differ between Eligible Partners. Wolt reserves the right to change the minimum order value for any Partner at any time.
3.4 Watch out for the W+ symbol to see which Partners in your area offer delivery without a delivery fee. The selection of these Partners varies depending on Your delivery address. This means that You may incur delivery charges if You order from Partners outside the Delivery Radius.
3.5 If you have enabled location tracking, Wolt+ Partners located within the Delivery Radius of Your current location will be displayed. If You did not allow location tracking or did not specify a delivery address in the Wolt Service, You will be shown the Partners within the Delivery Radius in the center of Your current city.
4. CANCELLING YOUR WOLT+ SUBSCRIPTION
4.1 You can cancel Your Subscription during the day preceding the Subscription renewal date. You can cancel your Subscription in the "Manage Membership" tab of Your user profile in the Wolt Service.
4.2 If You cancel Your Subscription, You will continue to have access to the Wolt+ benefits until the end of the current payment cycle for which You paid. All monthly payments are non-refundable and non-transferable and will not be refunded if You cancel during a billing cycle. If You cancel during the free trial period, Your Subscription will be terminated immediately. If you do not cancel your annual Subscription before the end of the first year, it will be renewed for a further year. The Subscription fee will be debited at the start of the renewal period. In the event of early termination during the renewal period, the Subscription fee will be refunded on a pro rata basis.
4.3 If You have participated in a free trial or other promotion for Wolt+, You may cancel within the first 48 hours of Your paid Subscription and receive a full refund of Your Subscription Fee.
4.4 If you cancel Your Subscription within the first 48 hours and have not placed a Wolt+ eligible order during that period, Wolt may, at its sole discretion, refund the Subscription Fee.
4.5 Your right of withdrawal as a consumer and Your right of extraordinary termination remains unaffected by the provisions of this section.
5. CHANGES TO THE SUBSCRIPTION
5.1 Wolt reserves the right to change the terms and contents of the Subscription or to discontinue offering the Subscription in one or more countries. However, we will not make any changes to the Subscription that will have a material adverse effect on You without giving you at least 14 days prior written notice. Changes that increase Your Subscription Fee will be announced in writing 45 days in advance. The changes will automatically take effect upon expiration of the notice period, but You may cancel Your Subscription in accordance with the instructions in Section III. Clause 5.4 above.
5.2 Wolt is entitled to terminate a User's Subscription with immediate effect if: (i) the User misuses the Wolt Service or the Subscription or does so to the detriment of the Wolt Service or the Partners or Wolt or Wolt's employees; (ii) Wolt has reasonable grounds to believe that the User has engaged in fraudulent activity in the use of the Subscription; or (iii) the User otherwise breaches the obligations under these Wolt Subscription Terms or applicable law. Wolt reserves the right to retain any Subscription Fees already paid if the Subscription is terminated due to any circumstance defined in this section.
6. CASHBACK PROCESS
6.1 For Users with an active Subscription, Wolt may provide benefits in the form of cashbacks from pickup orders as described.
The User receives a percentage of the total value of their order as Wolt Credits when placing a pick-up order ("Cashback Benefit").
The Cashback Benefit is available at all Eligible Partners that offer orders for pickup.
Wolt Credits granted are valid for 30 days after which they expire.
Wolt-Credits are non-refundable and can only be used for the Wolt Service.
The maximum total value of credits that can be issued through the Cashback Procedure for a single purchase is 5.00 EUR.
6.2 Cashback is especially not available for alcoholic beverage purchases, charitable donations, gift card purchases, or Subscription renewals / purchases.
6.3 Wolt reserves the right to disable the cashback process for a User whose payment for the Subscription for the current period is outstanding.
7. COMPLAINTS AND RIGHTS OF THE USER
7.1 Please contact support@wolt.com immediately if You notice any unauthorized charges to Your Subscription payment method or if You have a complaint regarding the Subscription.
7.2 The Subscription and/or its features may be unavailable, defective or interrupted from time to time for various reasons, and Wolt does not owe any particular availability of the Wolt Services.
7.3 Wolt+ and all information accessible through Wolt+ is provided for informational purposes only and on an "as is" and "as available" basis. We make no express or implied warranties, representations or guarantees of any kind, including but not limited to the accuracy or completeness of the Subscription or its availability.
IV. Terms of Purchase
1. Description of the Purchase Service
1.1 Wolt provides an online platform in which the User can purchase products and delivery services, if applicable, from Wolt. The online platform is accessible through the Wolt-Service. A more detailed description of the Wolt-Services and information on system requirements is available at wolt.com.
1.2 The products offered through the Wolt-Service are sold to you either by Wolt or by the Partner. Wolt also offers users the option of ordering from a variety of third-party suppliers. Wolt acts as a reseller for such orders. In each case, the product description indicates who you are ordering from, i.e. who is the seller of the product and thus becomes your contractual partner for the Purchase Agreement for the product. If you order a product from a Partner as seller, additional Terms of Purchase of the Partner may apply, provided that they are stated in the product description.
1.3 You can also use the Wolt-Service to order delivery of your product if you do not want to pick it up yourself. If you order a product directly from Wolt as a seller, Wolt is also your contractual Partner for the delivery. If you order a product from a Partner, you order the delivery from the Partner or from Wolt; this is indicated in the product description.
1.4 Wolt provides the information about products and services, if applicable, in the Wolt-Service, including information on menus and product prices. The information on the delivery fee and / or service fee applicable at each time is provided in the Wolt-Service as well.
1.5 If you have allergies or other dietary restrictions or other product-related questions, please contact the Partner of the relevant Partner’s product. This applies regardless of whether Wolt or the Partner are sellers of the product. The Partner will provide food-specific or other product-related information upon request on Wolt’s behalf, in addition to the information provided by Wolt in the Wolt-Service.
2. Formation of contract, Order
2.1 The User may select the Partner’s products and services that the User wishes to order through the Wolt-Service and add these to his/her shopping cart. The presentation, product description or advertisement of Partner’s products in the Wolt-Service does not constitute a binding offer to conclude a Purchase Agreement.
2.2 The User makes a binding offer to purchase the selected products, delivery and services in the Wolt-Service moving the slider titled “binding payment for purchase” or a slider with another correspondingly clear formulation when placing the order (“Order”). The order is addressed to Wolt or the Partner as seller, as stated in the product description. If your order refers to a product offered by the Partner in its own name, which is to be delivered by Wolt, your Order may result in two related agreements, e.g. a purchase agreement with the Partner for the purchase of the product and a purchase agreement with Wolt for the delivery of this product or a purchase agreement with the Partner for the purchase as well as for the delivery of this product. Each time when placing an Order the Terms of Purchase agreed between the parties – as amended in accordance with Section I. Clause 4. – shall apply. Additionally, the Partner's own Terms of Purchase may apply according to the product description. Wolt will then confirm the receipt of the Order without undue delay by electronic means, in which the User's Order is listed again; for products sold by the Partner this will occur in the name of the Partner. The confirmation of receipt of the Order merely documents that Wolt has received the User’s Order and does not constitute acceptance of the offer.
2.3 Depending on who is seller of the product and of supplies and services, if applicable, the Purchase Agreement is concluded (i) with Wolt upon acceptance of the Order by the Partner (which is attributed to Wolt as a declaration of acceptance) or (ii) with the Partner upon acceptance of the Order by the Partner. The acceptance of the Order is subject to availability and Wolt or the Partner reserves a right, in its sole discretion, to cancel or not to accept an Order. Wolt shall provide the User with a confirmation of the purchase contract (consisting of the purchase receipt/invoice and the applicable Terms of Purchase and, if applicable, the Partner's Terms of Purchase) on a durable medium, for example by e-mail, at the latest upon delivery of the goods. The text of the underlying Purchase Agreement will be stored in compliance with data protection laws.
2.4 After placing the Order for products or delivery and services by the User, the Order cannot be cancelled by the User, unless such right is provided under the Purchase agreement and/or applicable law. If the User is a consumer within the meaning of Section 13 German Civil Code (Bürgerliches Gesetzbuch) the right of revocation, if applicable, as further referenced in Section III. Clause 3. remains unaffected.
2.5 Wolt or the Partner, depending on who is seller of the product and of supplies and services, is entitled to refuse any Orders from a User, e.g. if: (i) User violates these Terms of Use and Sale or Partner's Terms of Sale when placing an Order or otherwise, (ii) User fails to facilitate payment in accordance with the Order, (iii) delivery or pick-up location is unusual or User may not be located there, or (iv) there is reasonable doubt about the correctness, seriousness or authenticity of the Order.
2.6 If the User agrees to the replacement of a specific item or all items in his order (e.g. if the ordered products are not in stock), Wolt or the Partner is entitled to replace ordered products with other products of the same type and quality. Wolt or the Partner shall replace the missing or out-of-stock items in accordance with the following principles: (i) Substitute products will be selected on the basis of what Wolt or the Partner considers to be the most suitable substitute, so that it corresponds as closely as possible in terms of type, quantity, quality and price to the original item in the order; (ii) substances that typically cause allergies are carefully considered so that, for example, a lactose-free item is only replaced by a lactose-free item; (iii) a diet drink is replaced by a diet drink; (iv) an organic product is replaced by an organic product; and (v) a domestically produced product is replaced by a domestically produced product. The User will not be charged any additional fees or costs for a replacement item compared to the price of the original item in their order. If the price of the replacement item is lower than the price of the original item in the User's order, the User will be charged the price of the replacement item.
2.7 Prior to placing an Order you should carefully review your selection. Before placing the Order the User may review and change the details of his/her Order at any time.
2.8 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 place the Order on the Wolt-Service. Where an Order fails to meet the required minimum value, you will have the possibility to pay the difference to meet the minimum value or to add more products to your Order in order to reach the minimum value for an Order.
2.9 In the Wolt-Service, if a delivery is made by Wolt, there is a possibility to assign a tip to the delivering person. A tip is a voluntary service of the User without payment character, which is passed on by Wolt to the delivering person as intended. After assigning the tip in the Wolt-Service and placing the Order, the User cannot cancel or claim back a tip determined by him/her.
3. Right of revocation
3.1 If the User is a consumer within the meaning of Section 13 German Civil Code (Bürgerliches Gesetzbuch), he/she shall be entitled to a right of revocation in accordance with the statutory provisions, of which Wolt provides more detailed information below. Consumer in this sense (and in the sense of this Terms of Purchase) is any natural person who uses the Wolt-Service and places Orders for a purpose which can predominantly not be attributed to his/her commercial or self-employed professional activity.
3.2 The User who is a consumer shall not have a right for revocation if statutory provisions provide for a respective exclusion from the right of revocation. For agreements or parts of agreements that fall under the respective exclusions, the User has no right of revocation. According to statutory law the right of revocation shall, inter alia, not exist for the following contracts:
- contracts for the supply of goods that are not pre-fabricated and the production of which is governed by an individual choice of or decision by the consumer, or that are clearly tailored to personal needs of the consumer,
- contracts for the supply of goods which are highly perishable, or which may quickly pass their expiration date,
- contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, if such goods were unsealed after delivery,
- contracts for the supply of goods which, according to their nature, are inseparably mixed, after delivery, with other items,
- certain contracts for the provision of services in the fields of the transport of goods, car rental services, deliveries of food and beverages, or services related to leisure activities, if the contract provides for a specific date or period of performance.
- Contracts or parts of contracts for the delivery of sound or video recordings or computer software in a sealed package, if the seal has been removed after delivery;
- Contracts or parts of contracts for the supply of newspapers, periodicals, magazines with the exception of subscription contracts;
Upon revocation of the contract, you shall also no longer be bound by a contract related to this contract if the related contract concerns a service provided by us or a third party on the basis of an agreement between us and the third party.
Instruction on right of revocation
Right of revocation
You have the right to revoke the respective contract within fourteen days without giving any reasons.
The revocation period shall be fourteen days from the day on which you or a third party named by you who is not the carrier of the Order have taken possession of the last goods of the respective Order.
In order to exercise your right of revocation, you must inform us (Address: Wolt Enterprises Deutschland GmbH, Stralauer Allee 6, 10245 Berlin, Germany; E-mail: support@wolt.com) of your decision to revoke this contract by means of a clear statement (e.g. a letter sent by post or e-mail). You can use the attached model revocation form, which is, however, not mandatory.
To comply with the revocation period, it is sufficient that you send the notification of the exercise of the right of revocation before the expiry of the revocation period.
In order to exercise your right of revocation about (i) pharmaceuticals or other pharmacy-usual goods purchased from a partner pharmacy as contractual partner or (ii) other goods purchased from a partner as contractual partner, you must inform the partner and not Wolt of your decision to revoke this contract by means of a clear statement (e.g. a letter sent by post or e-mail).
Consequences of the revocation
If you revoke this agreement, we, or Wolt License, will refund to you all payments we have received from you, including delivery charges(and service fee if applicable) (other than additional charges arising from your choice of a different method of delivery than the cheapest standard delivery offered by us), promptly and no later than fourteen days from the date on which we received notice of your revocation of this Agreement.For this refund we, or Wolt License, will use the same means of payment as you used for the original transaction unless you have selected cash payment as a means of payment or expressly agreed otherwise with you. In case you have chosen cash payment as a means of payment, the refund will be paid out to (one of) your stored online payment method(s); in no event will you be charged for this refund. We may refuse a refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier.
You must return or hand over the goods to us immediately and in any case no later than within fourteen days from the day on which You notify us of the revocation of this contract. The deadline is met if You send the goods before the deadline of fourteen days. If Your revocation concerns medicines or other goods customary in pharmacies that were purchased from a partner pharmacy or other goods that were purchased from a Partner as a contractual partner, You must return or hand over the goods to the Partner immediately and in any case no later than fourteen days from the day on which you informed the Partner about the revocation of this contract.
You shall bear the direct costs of returning the goods.
You shall only be liable for any loss in value of the goods if such loss in value is due to handling of the goods that is not necessary for testing their condition, properties and functionality.
End of the instruction on the right of revocation
Model revocation form
(If you wish to cancel the contract with us, please fill out and return this form).
- To Wolt Enterprises Deutschland GmbH, Stralauer Allee 6, 10245, Berlin, Germany; E-Mail: support@wolt.com):
(If Your revocation concerns medicines or other goods customary in pharmacies that were purchased from a partner pharmacy or other goods that were purchased from a Partner as a contractual partner, enter the data of the respective partner instead of Wolt's data and send it back to him).
- 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 ________
(*) Delete as applicable.
4. Payments, Prices
4.1 The User shall pay the purchase price agreed in the respective purchase contract to Wolt, i.e. including agreed delivery fees and / or variable service fees and other fees. The payment obligation of the User arises upon conclusion of the respective purchase contract. If a purchase agreement is concluded between the User and a Partner, Wolt License is authorized to receive and collect the purchase price on behalf of the Partner.
4.2 The prices stated in the Wolt-Service each include the legally applicable value added tax. A possible deposit for bottles or other packaging is indicated in the product description, if applicable, is shown separately and then increases the price, if applicable. Packaging with a deposit can only be returned to the respective partner and not to a delivering person. If an Order concerns several services (e.g. product and delivery), Wolt may combine them in one invoice.
4.3 The User may fulfil the payment obligation under the Purchase Agreement only by using one of the relevant payment methods provided in the Wolt-Service. The User is informed on the applicable payment methods in the Wolt-Service.
4.4 In case the user chose credit card or a different online means of payment as payment method, the payment will be automatically charged from the User’s stored online means of payment upon delivery of the Order. Wolt, or Wolt License, is entitled to make an authorisation hold on the User’s means of payment once the Order has been placed through the Wolt-Service.
4.5. In case the user chose credit card or a different online means of payment as payment method, the refunds will be primarily paid out in Wolt Credits. In case the user chose cash payment as payment method, all refunds will be made exclusively in Wolt Credits.
5. Processing of an Order
5.1 After having accepted the Order, Wolt will transmit the details of the Order to the Partner.
5.2 The respective Partner providing the Partner’s products selected by the User acts either as a seller or, if Wolt is the seller, as a subcontractor of Wolt. In both constellations the Partner and will prepare the products set out on the Order to the User. If delivery services by Wolt have been ordered the Partner will provide the ordered Partner’s products to Wolt and Wolt will carry out the respective delivery to the User (see Section IV. Clause 6). In case the User has selected the collection or eat-in option at the Partner’s point of sale or ordered a delivery through the Partner, the Partner will provide the ordered products to the User on behalf of Wolt at its point of sale or deliver them to the User (see Sections IV. Clause 7 and 8).
5.3 By placing an Order containing alcoholic beverages or food and/or tobacco products and other nicotine-containing products and/or pharmaceuticals, you declare that you are at least 18 years of age and have full legal capacity. The User will be refused delivery or handing over of alcoholic beverages and/or tobacco products and other products containing nicotine and/or pharmaceuticals in case he/she is unable to provide sufficient documentation (e.g. driver’s license, personal identity card) to the courier delivering or the Partner handing over the Order, providing evidence that the User is at least 18 years of age and, in the case of prescription drugs, a doctor's prescription. The User may be refused delivery or handing over of alcoholic beverages and/or tobacco products and other products containing nicotine and/or pharmaceuticals 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).
6. Delivery of an Order
6.1 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 must provide a clear, complete and accurate street address for the confirmed location in the Wolt-Service. The User is solely responsible for providing clear, complete and accurate street address and, if applicable, further instructions for the delivery of Orders on the Wolt-Service.
6.2 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, to an extent permitted by applicable laws, be cancelled by Wolt and the User may be charged for the full price of the Order.
6.3 The User may place an Order to be delivered as soon as possible (“Standard” delivery option) or by pre-ordering a certain delivery time (“Pre-order” delivery option). The User is asked to set a respective option during the ordering process on the Wolt-Service.
6.4 “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 he/she has confirmed within ten minutes of the arrival of the delivery of the ordered products or the Order is not deliverable for other reasons and the User does not respond after two contact attempts by the courier making the delivery, Wolt or the Partner may withdraw from any affected purchase agreement and the courier may leave the confirmed location set out in the Order. Wolt or the Partner is entitled to claim the full price of the Order from the User.
6.5 “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 to receive the Order. If the User is not available at the location he/she has confirmed within ten minutes after the pre-ordered time and the delivery cannot be carried out even after two contact attempts by the courier making the delivery, Wolt or the Partner may withdraw from any affected purchase agreement and the courier may leave the confirmed location set out in the Order. Wolt or the Partner is entitled to claim the full price of the Order from the User.
6.6. If the User has ordered a delivery by Wolt via the Wolt-Service, the User can view the status of his Order and the expected delivery time in the Wolt-Service. In case of a delivery by the Partner ordered by the User, corresponding updates are usually not available.
6.7 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 Wolt or 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 or Wolt License will make a temporary authorization hold on Your card. The amount of the temporary authorization hold or charge 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 or Wolt License will refund You the price difference. In case the product in Your Order weighs more than as indicated in Your Order confirmation, Wolt or Wolt License will charge You the price difference from the temporary authorization hold or charge made for weight-based products. Any part of the temporary authorization hold or charge that is not needed for covering for a price adjustment will be returned or refunded to Your card.
7. Collection of an Order at the Partner’s point of sale
7.1 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 Partner‘s point of sale 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 collecting the products set out in the Order.
7.2 The Partner shall retain the ordered products for 60 minutes after Wolt has notified the User that the Order is ready for collection at the Partner’s point of sale. 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 Partner‘s point of sale. If the User does not pick up the ordered products within the specified time, Wolt or the Partner may withdraw from any affected purchase agreement. Wolt or the Partner is entitled to claim the full priceof the Order from the User.
8. Eat-in Order
If the User has selected the option to consume the products set out in the Order at the Partner‘s point of sale, 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. The Partner or Wolt may set conditions for the identification of the User when providing the products set out in the Order. If the User does not pick up the ordered products within the specified time, Wolt or the Partner may withdraw from any affected purchase agreement. Wolt or the Partner is entitled to claim the full price of the Order from the User.
9. Time estimates
Any delivery time or pick-up time or other time estimate communicated to the User by Wolt in the Wolt-Service are only estimated times. There is no guarantee that the Order will be delivered or available for collection or consumption at the estimated time. Time estimates may also be affected by factors that are beyond Wolt’s control, such as traffic jams, rush hours and weather conditions.
10. Complaints, Warranty
10.1 In case of problems with the delivery or with the ordered product, the User may contact Wolt's customer service via the customer support chat included in the App or at support@wolt.com, respectively. This applies regardless of whether Wolt or the Partner has become the User's contractual partner.
10.2 A User who has discovered an incorrect delivery, missing products or defects in the performance of a purchase contract may submit complaints to Wolt, e.g. via the communication channels pursuant to Section 10.1 above, with a description as meaningful as possible. Wolt is entitled to request further necessary or relevant information (e.g. photos).
10.3 In all other respects and subject to the Partner's terms and conditions of sale, the statutory provisions shall apply regarding non-performance or defective performance for products ordered via the Wolt-Service. Please note that in case of a Purchase Agreement with a Partner, your respective claims are only directed against your contractual partner, i.e. the Partner. In case of complaints via the communication channels according to Section 10.1 above, Wolt Support will inform you about it, if necessary.
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Updated 03.07.2024
Valid from 14.08.2024