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 at Work Account, these Terms of Service also apply to our customer organization which has granted you the Wolt at Work Feature (“Customer Organization”) with respect to Orders made by you through the Wolt at 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.
“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 at 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 at Work Account” means a user account in the Wolt App onto which the Wolt at Work Feature has been added.
“Wolt at 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.
“User” or “you” means a natural person using the Wolt Service.
“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: email@example.com.
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 platform on which the User can purchase food products, Retail Products and delivery services from the Partner and/or Wolt. When you purchase products and/or delivery services, Wolt facilitates the fulfillment of the purchase on the Wolt Service.
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.
3.3. 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.
3.4. 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.
3.5. Notwithstanding section 3.4. 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.
3.6. 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.
3.7. 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 at 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 at 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 at Work Feature, the User confirms the payment on behalf of the Customer Organization through the Wolt at 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 at 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 at 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 at 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.
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 at 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 firstname.lastname@example.org 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 1 May 2022
WOLT PRIVACY STATEMENT
Wolt Enterprises Oy and certain Wolt group companies (“Wolt”, “we”) process personal data of their users of Wolt’s food ordering services (“Wolt App”) and the visitors of the website wolt.com (“Website”).
In this Privacy Statement, the word “Wolt Services” refers jointly to the Website and the Wolt App. In this Privacy Statement, the word “User” or “you” refers jointly to our and our group companies’ customers, representatives and other authorized users of our customer organizations, potential customers and the users of the Wolt Services. You become a customer of Wolt when you register to the Wolt Services and create a user account.
Our Privacy Statement explains, for example, the types of personal data we process, how we process the personal data and how you may exercise your rights as a data subject (e.g. right to object, right of access).
This Privacy Statement may be updated from time to time in order to reflect the changes in data processing practices or otherwise. You can find the current version on the Website. We will not make substantial changes to this Privacy Statement or reduce the rights of the Users under this Privacy Statement without providing a notice thereof.
1. DATA CONTROLLER(S)
This Privacy Statement applies to processing of personal data carried out by Wolt.
In relation to the processing of personal data of Users in the below countries, Wolt Enterprises Oy and Wolt d.o.o. Beograd-Stari Grad are acting as joint controllers. This means that Wolt Enterprises Oy and Wolt d.o.o. Beograd-Stari Grad together determine the purposes for and means by which personal data is processed.
Wolt Enterprises Oy has been appointed responsible for handling all data subject requests and questions relating to the personal data processing of Wolt group on behalf of the local joint controllers.
2. WOLT’S CONTACT DETAILS
Name: Wolt Enterprises Oy
Business ID: 2646674-9
Correspondence address: Arkadiankatu 6, 00100 Helsinki, Finland
E-mail address: email@example.com
Name: Wolt d.o.o. Beograd-Vračar
Business ID: 21408930
Correspondence address: Bulevar Vojvode Bojovica 8, 11000 Belgrade, Serbia
E-mail address: firstname.lastname@example.org
Celia Fagerström, address: Arkadiankatu 6, 00180, Helsinki, Finland; email: email@example.com; phone: +358445354359
Filip Krivokapić, address: Bulevar Vojvode Bojovića 8, Belgrade, Serbia; email: firstname.lastname@example.org; phone: +381693371206, if the User is from Serbia.
Wolt has appointed a data protection officer who you can reach through the above contact information.
3. PERSONAL DATA PROCESSED AND SOURCES OF DATA
The personal data collected and processed by us can be divided into two general data categories: User Data and Analytics Data.
User Data is personal data collected directly from you or from our customer organization on behalf of which you are using the Wolt Services (“Customer Organization”), as the case may be. We may collect User Data from our Users and Customer Organizations in a variety of ways, including, after conclusion of a service agreement with the Customer Organization or when Users register to the Wolt Services, subscribe to a newsletter or fill out a form. Further, please note that we also collect details of any transactions and payments you carry out through the Wolt Services.
User Data that is necessary in order to use the Wolt Services
The following personal data collected and processed by us is necessary in order for a proper performance of the contract between you and us as well as for our legitimate interest whilst fulfilling our contractual obligations towards our Customer Organizations and for the compliance with our legal obligations.
After conclusion of the service agreement between us and the Customer Organization, the Customer Organization provides us with your full name and email address.
When you register to the Wolt Services and create a user account, you need to provide us with the following information:
- full name
- telephone number
- email address
- information relating to your payment instrument(s) such as the number of your payment instrument(s) and the expiration date of your payment instrument(s) (required for the purposes of ordering food products via the Wolt Services, however not stored by Wolt, since Wolt uses a third party payment service provider for processing of payments)
User Data you give us voluntarily
Your user or customer experience may be enhanced by providing us with the following information:
- Additional Account Information:
- a picture
- delivery address
- location data (if you consent to the processing of your location data)
- other information you provide either when creating a user account or later when modifying your account profile
- Other Information. We may also process other information provided by you voluntarily such as:
- information you provide when rating our services
- marketing opt-ins and opt-outs
- information you provide by phone or in email or chat correspondence with us, including call recordings of your calls with our customer service
In addition to User Data collected from you and the Customer Organization, we process certain personal data third party service providers provide about you.
If you connect or login to your account with Facebook, Facebook shares with us personal information about you such as your profile picture, a sample of your Facebook friends and your Facebook ID.
Although we do not normally use Analytics Data to identify you as an individual, you can sometimes be recognized from it, either alone or when combined or linked with User Data. In such situations, Analytics Data can also be considered personal data under applicable laws and we will treat such data as personal data.
We may automatically collect the following Analytics Data when you visit or interact with the Wolt Services:
- Device Information. We collect the following information relating to the technical device you use when using the Wolt Services:
- device and device identification number, device IMEI
- IP address
- browser type and version
- operating system
- Internet service providers
- advertising identifier of your device
- visitor identifier
- Usage Information. We collect information on your use of the Wolt Services, such as:
- time spent on the Wolt Services
- interaction with the Wolt Services
- information on your orders made through the Wolt Services
- the URL of the website you visited before and after visiting the Wolt Services
- the time and date of your visits to the Wolt Services
- the sections of the Wolt Services you visited
- the products you searched for while using the Wolt Services
We use various technologies to collect and store Analytics Data and other information when the Users visit the Wolt Services, including cookies and web beacons.
A web beacon is a technology that allows identifying readers of websites and emails e.g. for identifying whether an email has been read.
Web analytics services
The Wolt Services use Google Analytics and other web analytics services to compile Analytics Data and reports on visitor usage and to help us improve the Wolt Services. For an overview of Google Analytics, please visit Google Analytics. It is possible to opt-out of Google Analytics with the following browser add-on tool: Google Analytics opt-out add-on.
Advertising and visitor identifiers
The Wolt Services use pseudonymized identifiers to track and predict your app and service usage and preferences.
You can opt-out of the use of these identifiers by changing your operating system settings as follows:
Advertising identifiers can be disabled on iOS mobile devices by turning on the Limit Ad Tracking tab (Settings 🡪 Privacy 🡪 Advertising 🡪 Limit Ad Tracking). For an overview and more information on the advertising identifier, please see Apple Advertising and Privacy site.
Wolt visitor identifiers can be disabled on iOS and Android mobile devices by changing your settings (for iOS: Settings 🡪 Wolt 🡪 Wolt settings 🡪 Limit Tracking, and for Android: Wolt application 🡪 Profile tab 🡪 Settings icon in the top-right corner).
4. PURPOSES AND LEGITIMATE GROUNDS FOR THE PROCESSING OF YOUR PERSONAL DATA
There are several purposes of the processing of your personal data by Wolt. One or more of the following purposes may apply simultaneously:
To provide the Wolt Services and carry out our contractual obligations (legal ground: performance of a contract and legitimate interest)
Wolt processes your personal data to be able to offer the Wolt Services to you under the contract between you and Wolt or between Customer Organization and Wolt, or as otherwise may be necessary to perform the contract between you and Wolt. Wolt may also process personal data when it is necessary for an interest which is lawful and important for Wolt.
We use the data for example to process your requests, to communicate with you, to handle your payments or any refunds (where applicable) and to provide our partners (the restaurants and our courier partners) with the information necessary for the preparation or delivery of your order. If you contact our customer service, we will use the information provided by you to answer your questions or solve your complaint.
We may collect, use and share data on either your exact or approximate location, including real-time geographic location of your computer or mobile phone in order for us to show you the destination of an order and accurate information on the status of your order, as well as to display restaurants close to you. Information on your location that enables to identify you personally is not collected or used without your consent. The permission to use your location is requested in the Wolt Services. The tracking feature can be disabled through the Wolt App (Profile 🡪 Settings 🡪Additional Settings 🡪 Location and push-settings 🡪 Location) and on your computer through the privacy and security settings in your browser.
For our legal obligations (legal ground: compliance with a legal obligation)
Wolt processes data to enable us to administer and fulfil our obligations under law. This includes data processed for complying with our bookkeeping obligations and providing information to relevant authorities such as tax authorities.
For claims handling and legal processes (legal ground: legitimate interest)
Wolt may process personal data in relation to claims handling, debt collection and legal processes. We may also process data for the prevention of fraud, misuse of our services and for data, system and network security.
For customer communication and marketing (legal ground: legitimate interest)
Wolt processes your personal data to contact you regarding the Wolt Services and to inform you of changes relating to them. Your personal data are also used for the purposes of marketing the Wolt Services to you. Legitimate interest is the basis for processing e.g. when we personalize our offerings and provide you with services which are more relevant to you and when we analyze information on your interests and feedback to develop our services.
For quality improvement and trend analysis (legal ground: legitimate interest)
We may also process information about your use of the Wolt Services to improve the quality of the Wolt Services e.g. by analyzing any trends in the use of the Wolt Services. In order to ensure that our services are in line with your needs, personal data can be used for things like customer satisfaction surveys. When possible, we will do this using only aggregated, non-personally identifiable data.
Legal grounds for processing
Wolt processes your personal data to perform our contractual obligations towards you or the Customer Organization and to comply with legal obligations. Furthermore, we process your personal data to pursue our legitimate interest to run, maintain and develop our business and to create and maintain customer relationships. When choosing to use your data on the basis of our legitimate interests, we weigh our own interests against your right to privacy and e.g. provide you with easy to use opt-out from our marketing communications and use pseudonymized or non-personally identifiable data when possible.
In some parts of the Wolt Services, you may be requested to grant your consent for the processing of personal data. In this event, your personal data is not processed before you give consent and you may withdraw your consent at any time.
5. TRANSFER TO COUNTRIES OUTSIDE EUROPE
Wolt stores your personal data primarily within the European Economic Area. However, we have service providers and operations in several geographical locations. As such, we and our service providers may transfer your personal data to, or access it in, jurisdictions outside the European Economic Area or the User’s domicile.
We will take steps to ensure that the Users’ personal data receives an adequate level of protection in the jurisdictions in which they are processed. We provide adequate protection for the transfers of personal data to countries outside of the European Economic Area through a series of agreements with our service providers based on the Standard Contractual Clauses or through other appropriate safeguards, such as the Privacy Shield Framework.
More information regarding the transfers of personal data may be obtained by contacting us on any of the addresses indicated above.
We only share your personal data within the organization of Wolt if and as far as reasonably necessary for the purposes of this Privacy Statement.
We do not share your personal data with third parties outside of Wolt’s organization unless one of the following circumstances applies:
For the purposes set out in this Privacy Statement and to authorized service providers
To the extent that third parties (such as the restaurants which prepare your order, our courier partners who deliver your order and Customer Organization which may pay your order, or other third parties) need access to personal data in order for us and such third parties to perform the Wolt Services, we provide such third parties with your data. Furthermore, we may provide your personal data to our affiliates or to authorized service providers and partners who perform services for us or in collaboration with us (including data storage, accounting, sales and marketing) to process the data and to payment service providers to process your payments to us.
When data is processed by third parties on behalf of Wolt, Wolt has taken the appropriate contractual and organizational measures to ensure that your data are processed exclusively for the purposes specified in this Privacy Statement and in accordance with all applicable laws and regulations and subject to our instructions and appropriate obligations of confidentiality and security measures.
Please bear in mind that if you provide personal data directly to a third party, such as through a link in the Wolt Services, the processing is typically based on their policies and standards.
For legal reasons and legal processes
We may share your personal data with third parties outside Wolt if we have a good-faith belief that access to and use of the personal data is reasonably necessary to: (i) meet any applicable law, regulation, and/or court order; (ii) detect, prevent, or otherwise address fraud, crime, security or technical issues; and/or (iii) protect the interests, properties or safety of Wolt, the Users or the public as far as in accordance with the law. When possible, we will inform you about such processing.
For other legitimate reasons
If Wolt is involved in a merger, acquisition or asset sale, we may transfer your personal data to the third party involved. However, we will continue to ensure the confidentiality of all personal data. We will give notice to all the Users concerned when the personal data are transferred or become subject to a different privacy statement.
With your explicit consent
We may share your personal data with third parties outside Wolt when we have your explicit consent to do so. You have the right to withdraw this consent at all times free of charge by contacting us.
7. STORAGE PERIOD
Wolt does not store your personal data longer than is legally permitted and necessary for the purposes of providing the Wolt Services or the relevant parts thereof. The storage period depends on the nature of the information and on the purposes of processing. The maximum period may therefore vary per use. Wolt takes reasonable steps to keep the personal data accurate and to delete incorrect or unnecessary personal data.
Most personal data relating to a User’s user account with the Wolt Services will be deleted after a period of 90 days have lapsed after the User has deleted its user account with the Wolt Services. Thereafter, a part of the personal data relating to a User’s user account with the Wolt Services may be stored only as long as such processing is required by law or is reasonably necessary for our legal obligations or legitimate interests such as claims handling, bookkeeping, internal reporting and reconciliation purposes. All personal data relating to a User’s user account with the Wolt Services will be deleted within a period of 10 years after the User has deleted its user account with the Wolt Services, with the exception of personal data required in certain rare situations such as legal proceedings.
We will store Analytics Data of Users that do not have an account with the Wolt Services for a period of 90 days.
8. YOUR RIGHTS
Right of access
You have the right to access and be informed about your personal data processed by us. We give you the possibility to view certain data through your user account with the Wolt Services or request a copy of your personal data using the contact details above.
Right to withdraw consent
In case the processing is based on a consent granted by the User, the User may withdraw the consent at any time free of charge. Withdrawing a consent may lead to fewer possibilities to use the Wolt Services. The withdrawal of consent does not affect the lawfulness of processing based on consent before its withdrawal.
Right to rectify
You have the right to have incorrect or incomplete personal data we have stored about you corrected or completed by contacting us. You can correct or update some of your personal data through your user account in the Wolt Services.
Right to erasure
You may also ask us to delete your personal data from our systems for example when the data is no longer necessary for the purposes for which it was collected. We will comply with such request unless we have a legitimate ground to not delete the data. Please note that if you want to delete such information, we may not be able to provide you the Wolt Services or certain features thereof.
Right to object
You may have the right to object to certain use of your personal data if such data are processed for other purposes than necessary for the performance of the Wolt Services or for compliance with a legal obligation. For example, you can request that we stop processing your personal data for direct marketing or profiling purposes based on legitimate interest. If you object to the further processing of your personal data, this may lead to fewer possibilities to use the Wolt Services.
Right to restriction of processing
You may request us to restrict processing of personal data for example when your data erasure, rectification or objection requests are pending and/or when we do not have legitimate grounds to process your data. When the processing has been restricted, your data will only be stored and not processed further. For example, if you contest the accuracy of your data, such data will be restricted from processing until it is ensured that the data is accurate. This may however lead to fewer possibilities to use the Wolt Services.
Right to data portability
When processing is carried out by automated means and based on a contract or consent, you have the right to receive the personal data you have provided to us yourself in a structured and commonly used format and to independently transmit those data to a third party.
How to use your rights
The abovementioned rights may be used by sending a letter or an e-mail to us on the addresses set out above, including the following information: the full name, address, e-mail address and a phone number. We may request the provision of additional information necessary to confirm the identity of the User. We may reject or charge requests that are unreasonably repetitive, excessive or manifestly unfounded.
9. DIRECT MARKETING
We may send you information, news and offers about the Wolt Services based on the customer relationship between you and Wolt. In other cases, we do not send you direct marketing without your explicit consent. The User has the right to prohibit us from using the User’s personal data for direct marketing purposes, market research and profiling made for direct marketing purposes anytime by contacting us on the addresses indicated above or by using the functionalities of the Wolt Services (Profile 🡪 Settings 🡪 Push marketing opt-out) or the unsubscribe possibility offered in connection with any direct marketing messages.
10. LODGING A COMPLAINT
In case the User considers our processing of personal data to be inconsistent with the applicable data protection laws, the User may lodge a complaint with the local supervisory authority for data protection in Finland, the Data Protection Ombudsman (tietosuoja.fi). Alternatively, the User may lodge a complaint with the local supervisory authority for data protection of the User’s country of domicile.
11. INFORMATION SECURITY
We use administrative, organizational, technical, and physical safeguards to protect the personal data we collect and process. Measures include for example, where appropriate, encryption, pseudonymization, firewalls, secure facilities and access right systems. Our security controls are designed to maintain an appropriate level of data confidentiality, integrity, availability, resilience and ability to restore the data. We regularly test the Wolt Services, systems, and other assets for security vulnerabilities.
Should despite of the security measures, a security breach occur that is likely to have negative effects to the privacy of the Users, we will inform the relevant Users and other affected parties, as well as relevant authorities when required by applicable data protection laws, about the breach as soon as possible.