The service fee

What is it and why is it needed?

A small service fee applies to all delivery orders. You will see it when placing an order. ❓Why is this necessary? 💬This allows us to maintain and develop a high level of Wolt customer service in Kazakhstan. In particular, the small tariff is aimed at improving the functionality of the application, providing better support service and high-quality payment processing, as well as ensuring reliable and fast delivery. Takeaway orders are not subject to a service charge. ❓How does it work? 💬 At the checkout stage, you will be shown both the shipping cost and the service fee. You can click on the "Description of the service fee / How commissions work" when placing an order, which provides information about the latest changes in tariffs, and contact us for additional support. ❓What is a "dynamic" service fee? How is it calculated? 💬 The dynamic service fee allows us to coordinate the amount of the commission with the value of the service provided and provides an opportunity to reinvest funds to continuously improve the offer for our users. The commission amount is calculated as a percentage of the total cost of the goods in the order. ❓ Why is there no notification about the fee increase? 💬 We show service fees at checkout once customers have opted for pick-up or delivery [Customers can also click on “fee description / how do fees work” at checkout where there is an update on the recent pricing changes and can contact us for any additional support] ❓Does this mean that it is not profitable to make large orders? 💬 No, the maximum and minimum commission thresholds are set to ensure an adequate amount of commission. ❓Why do I pay a higher service fee than my friend who lives in the same city? 💬 Our service is constantly evolving, and not all changes are introduced simultaneously for all users, including pricing changes. The cost of delivery and service fees may vary depending on the time of day, the weather, the cost of the order, the establishment or other factors. A Wolt+ subscription does not affect the amount of the service fee. ❓ What has changed in the service fee? 💬 As of October 9th 2024, the service fee has increased from 4% to 5% in all cities. The service fee is now 5% of the item subtotal, with a maximum of 349 KZT. 💙 If you have any questions, please contact us at support@wolt.com . We will be glad to help!