MERCHANT SERVICES AGREEMENT

Last updated: 1 September 2026

These Special Terms of Services are incorporated into the Agreement. All capitalized terms used and not defined herein shall have the meanings ascribed to them in the Sign-Up Sheet or in the General Terms of Service for Merchants.

DEFINITIONS 

“Commission” means the fee that Wolt charges the Merchant for each order transmitted to and accepted by the Merchant through the Wolt Service. Details are defined in Section 3.

“Wolt Delivery Services” means the delivery by Wolt of the Merchant’s Products.

“Equipment” means the device(s) and/or the supporting equipment provided by Wolt to the Merchant for the performance of the Agreement.

“Merchant” means the natural or legal person operating a business or any other cooperation partner who has entered into the Agreement.

“Merchant App” means the digital application provided by Wolt to its merchants for handling orders including new features and access to Wolt’s proprietary self-serve tools. 

“Merchant’s Products” means the food, goods and/or services offered by the Merchant in the Wolt Service.

“Price” means the price of the Merchant’s Products sold by Wolt on behalf and for the account of the Merchants to Users via the Wolt Service, including any applicable VAT. The Price is freely determined by the Merchant.

“Online Transaction Fee” means a service fee charged by Wolt for the processing of online payments.

“Report” means the payout report, sales report and invoice.

“Promotional Discount” means a discount applied by the Merchant or Wolt to the Merchant’s Product(s) or an order as part of a promotional campaign the purpose of bringing added visibility to the Merchant in the Wolt Service.

“Promotional Campaign” means the promotion of the Merchant and/or the Merchant’s Products in the Wolt Service and related marketing channels aimed at Users and which may include discounts or other benefits to Users.  

"Self-Delivery" means the delivery of the Merchant's Products ordered by the User from Wolt and delivered to the User by Merchant.

"Self-Delivery Fee" means the fee the Merchant charges the User for Self-Delivery Services. The Self-Delivery Fee is freely determined by the Merchant.

“Services” means platform services provided by Wolt to Merchant enabling the ordering of the Merchant’s Products, which includes the collection of payments from Users through external payment service providers on behalf of Merchant.

“User” means a natural or legal person ordering product(s) through the Wolt Service.

„Service Fee“ is introduced by Wolt and communicated to the Users as a fee for covering the cost of operating the Wolt Platform and is to be paid by the Users to the Merchant.

“VAT” or “Value Added Tax” means the consumption tax that is applied to nearly all goods and services that are bought and sold for use or consumption in Europe. 

“Wolt” means Wolt Enterprises Deutschland GmbH, Stralauer Allee 6, 10245 Berlin, Germany, Company ID HRB 217122 B. 

“Wolt Oy” means the parent company of Wolt, Pohjoinen Rautatiekatu 21, 00100 Helsinki, Finland, Company ID 2646674-9, VAT ID FI26466749.

"Wolt Delivery Fee" means the fee Wolt charges the User for Wolt Delivery Services. The Wolt Delivery Fee is freely determined by Wolt. If agreed separately, the Wolt Delivery Fee may also be charged by Wolt to the Merchant.

“WLS” means Wolt License Services Oy, Pohjoinen Rautatiekatu 21, 00100 Helsinki, Finland, Company ID 3172070-5, VAT ID FI31720705, a company affiliated with Wolt, which is a licensed payment institution and an e-money institution under the supervision of the Finnish Supervisory Authority (FIN-FSA, Finanssivalvonta). WLS has passported its license to all EU/EEA markets where Wolt operates.

“Wolt Images” means images of the Merchant’s Products taken by Wolt or on behalf of Wolt. 

“Wolt Service” means the Wolt app, and Wolt website located at wolt.com. Any new features included in the Wolt Service shall also be subject to the Wolt Service. 

“Wolt+ Subscription Program” or “Wolt+” means a subscription service offered by Wolt, which provides its members with various benefits such as exclusive offers and discounts, as well as improved visibility.

1. WOLT’S RIGHTS AND RESPONSIBILITIES

1.1 Wolt operates the Wolt Service and to this extent offers the Merchant's Products as a sales intermediary. The Merchant may sell the Merchant’s Products, the Wolt Delivery Services, the Self-Delivery services as well as the Service Fee via the Wolt Service to Users in the Merchant's name and for the Merchant's account.

If a User orders Merchant's Products from Wolt via the Wolt Service, Wolt will forward this order via the Merchant App to the Merchant who will process the order. For the mediation of the User's order Wolt receives a Commission according to Section 3.1 as well as any other remuneration, fees and deductions stipulated in the Agreement.

1.2 Wolt shall provide Services to the Merchant under the terms of this Agreement. Wolt may also make provide Wolt Delivery Services towards the User and is in this respect responsible for the quality of the Wolt Delivery Services and the compliance with all applicable regulations.

1.3 Wolt shall make available the Merchant App allowing the Merchant to display Merchant Content on the Merchant’s venue page in the Wolt Service, within Wolt’s technical parameters and in accordance with other applicable guidelines. Wolt may also provide technical support to assist in the use of the Merchant App. To facilitate order submission and menu creation, the Merchant (directly, or through a third-party middleware or point of sale provider) and Wolt may separately agree to integrate the Wolt Service with the Merchant’s point of sale systems using Wolt’s APIs governed by Wolt’s integration license terms. Wolt reserves the right to revoke the integration license and the Merchant’s (or third-party provider’s) use of the Wolt’s APIs if the integration does not meet Wolt’s quality standards and guidelines.  

1.4 Wolt has the right to offer Promotional Discounts to Users. Wolt shall bear the costs and responsibility for such Promotional Discounts. Wolt shall have the right to display advertisements, including of third parties, at Wolt’s sole discretion in any part of the Wolt Service and related marketing channels.

1.5 Wolt, for its part, is free to determine the Wolt Delivery Fee. The same shall apply for the Merchant for the Self-Delivery Fee.

1.6 If specified in the Sign-Up Sheet or otherwise agreed, Wolt shall provide the Merchant with Equipment for receiving and handling orders from Users through the Merchant App. Wolt reserves the right to adjust the pricing for additional or replacement Equipment requested. The Equipment may be tested by the Merchant free of charge during the trial period (if the Parties have agreed to a trial period). After the trial period, Wolt will send the Merchant an invoice for the full amount of the Equipment. After full payment of the purchase price, ownership of the Equipment will transfer to the Merchant. Wolt may allow the Merchant to pay for the Equipment in tranches, in which case Wolt will deduct the Equipment cost from payments owed to the Merchant until the full price of the Equipment has been paid by the Merchant to Wolt. A maximum deduction will be 50% of each payment to the Merchant. If the Equipment is provided to the Merchant free of charge, Wolt retains the ownership of the Equipment. If the Equipment is lost, damaged or stolen while still owned by Wolt, i.e., during the trial period (a) Merchant will promptly notify Wolt thereof, and (b) the Merchant shall compensate Wolt for the repair expenses or the repurchase value. Wolt shall also be entitled to make corresponding deductions for the expenses from the payments to the Merchant. After this one-time payment, the unpaid balance of the new Equipment shall equal the unpaid balance of the damaged/lost/stolen Equipment. In case of theft, when the Equipment is still owned by Wolt, the Merchant shall assist Wolt in solving the theft and reporting it to the police. If any malfunction in the Equipment occurs during its guarantee period, Wolt will either repair or replace the Equipment.

1.7 Wolt is responsible for complaints or damages in connection with the order or payment process to the extent that these are attributable to Wolt or an error in the Merchant App. For errors that are Wolt's fault (such as long delays or delivery to an incorrect address in case of Wolt Delivery Services) and that result in the Merchant having to provide new Merchant Products, Wolt will compensate the Merchant for the original Price of the Products provided again. In this case, Wolt will charge the Merchant a new Commission. The Merchant agrees that in such events, reimbursement is the sole remedy of the Merchant and that Wolt shall bear no additional responsibility and/or liability.

2.  THE MERCHANT’S RIGHTS AND RESPONSIBILITIES

2.1 The Merchant sells the Merchant’s Products to Users via the Wolt Service. If the User orders Merchant’s Products from the Merchant via the Wolt Service, Wolt will forward the order to the Merchant via the Merchant App. Wolt is entitled to combine several orders (bundle). The Merchant immediately checks whether it accepts the User's order and confirms this in the Merchant App, insofar as this is reasonable. The Merchant shall then immediately prepare the products for delivery or collection by the User from the Merchant's sales outlet in accordance with this Agreement. The Merchant shall bear the procurement risk. The Merchant is obliged to make the products available for delivery or collection as promptly after receipt of the order as the Users of the Wolt Service may reasonably expect, i.e. as a rule between two (2) and a maximum of fifteen (15) minutes. 

2.2 If the Merchant has elected the Self-Delivery option, the Merchant sells Self-Delivery services in its own name and for its own account. The Merchant is in this respect responsible for the quality of the Self-Delivery and the compliance with all applicable regulations. Where applicable, the Wolt Delivery Services as well as the Service Fee is sold by Wolt to the Merchant who resells it in its own name and for its own account to the User.

2.3 The Merchant shall be solely responsible for ensuring that the Merchant’s Products are of good quality and safe to use, labeled correctly, and all required information to Users has been provided. The Merchant also agrees to pack the products in a way that ensures good quality of the products during delivery (e.g. no spills, leaks or contamination) and ensures that Wolt’s courier partners delivering the products do not have to touch any food items being delivered. Ownership of the product (including accessories and packaging) shall pass to the User or courier upon delivery.  For the sake of clarity, Wolt is not liable for damages caused by insufficient packaging. The Merchant shall comply with all applicable regulations, requirements and contractual obligations towards Users, and any reasonable guidelines provided by Wolt to the Merchant. The Merchant shall comply also with the rules and policies of App Store and Google Play. Wolt reserves the right to remove or restrict access to any product in the Wolt Service which Wolt, in its sole discretion, considers unsuitable or noncompliant.  

2.4 The Merchant warrants that it has obtained all required permits, licenses and registrations for the sale of the Merchant’s Products and shall provide proof of such authorizations if reasonably requested by Wolt. The Merchant shall not offer for sale in the Wolt Service product counterfeits, other illegal products or products that are not allowed to be sold online. In case the Merchant wants to add a product in the Wolt Service that requires a certain age for purchasing the product, the Merchant shall specify said requirement together with other product information details for the product. 

2.5 Should the Merchant receive a notice of a required product recall or other product safety issue concerning the Merchant’s Products, the Merchant shall inform Wolt about the notice and Wolt shall assist the Merchant in any required product recall. Unless otherwise agreed, the Merchant shall comply with Wolt’s return policy as described in Wolt’s User Terms of Service available on the Wolt website, including accepting the division of responsibilities between Wolt and the Merchant with respect to product returns as described in the User Terms of Service.

2.6 The Merchant shall ensure that the details entered in the Merchant's account in the Merchant App are correct and complete. The Merchant undertakes to keep its contact details, account details and other details in the Merchant App up to date. Wolt may accordingly assume that the existing data is up to date and use it to communicate with the Merchant. Wolt has the right to request further necessary and appropriate information (e.g. a bank statement) from the Merchant. The bank account named by the Merchant must be held in the same country as the Merchant's point(s) of sale (as defined in the Agreement); if the account is held in another country, the Merchant will bear any expenses and additional costs incurred by Wolt due to the Merchant 's foreign bank account. The indication of a changed bank account will be applicable ten (10) business days after Wolt's receipt of the relevant request from the Merchant, unless Wolt has separately confirmed an earlier applicability. If Wolt suspects that the Wolt Services are being misused by the Merchant, Wolt is entitled to refuse a request to change the Merchant's account details or to request additional information and evidence.    

2.7 Unless otherwise agreed or specified by Wolt, images are required for all products in the Wolt Service, and all images must meet Wolt’s image standards and guidelines. If images are missing or do not meet Wolt’s image standards or guidelines, Wolt may remove or restrict access to those products in the Wolt Service with missing or noncompliant images. Wolt is the exclusive rights holder of Wolt Images. The Merchant has the non-exclusive, non-transferable, revocable right to use Wolt Images for its own marketing purposes, except in print media, outdoor marketing or in connection with the promotion of the Merchant's Products on platforms competing with Wolt. This right ends automatically upon the termination of the Agreement and may be revoked by Wolt at any time.

2.8 The Merchant independently determines the prices of the Merchant’s Products in the Wolt Service and is responsible for keeping the prices and product details up to date in the Wolt Service. Wolt maintains the prices and descriptions of the Merchant Products in the Wolt Service as determined by the Merchant in each case. Updates can be made with direct effect by the Merchant itself via the Merchant App or with the help of Wolt's technical support within usually three (3) working days after the Merchant's request. Wolt is entitled to grant Users discounts on the Merchant's Products sold in the Wolt Service (e.g. for the purpose of Wolt's product development) without informing the Merchant thereof. Wolt will in such case be liable to the Merchant for such discounts and Wolt will then pay to the Merchant, irrespective of the discounts Wolt offers to Users, the price set by the Merchant for the Merchant's products sold through the Wolt Service, less the remuneration and fees payable by the Merchant to Wolt.  If providing Self-Delivery services, the Merchant also determines a possible minimum basket size requirement. For orders delivered with Wolt Delivery Services, Wolt reserves the right to determine and change the minimum basket size requirement of a single purchase by the User. 

2.9 The Merchant shall publish and keep updated all necessary information about the Merchant, the Merchant’s Products and the agreement between the Merchant and the User in the Wolt Service, in accordance with the applicable legislation. This information includes, but is not limited to, the Merchant's corporate information and contact details as well as all necessary information on the Merchant's Products (including but not limited to product name, description, brand, model, and key specifications, warranty details and return or repair policies, and any legally required product safety information or conformity markings (e.g., CE mark, energy rating, recycling information)) and prices for each individual product (including any applicable VAT) and, where applicable, information on the handling of complaints. To the extent Wolt in its sole discretion makes available to the Merchant product information data, the Merchant may use such data solely for the purpose of listing the Merchant’s Products in the Wolt Service. Wolt assumes no liability for such data provided by Wolt which may originate from a third party nor does Wolt warrant that the data will be continuously available, accurate, complete or up to date.

2.10 The Equipment is intended for receiving orders and it shall not be used for any other purpose. The Merchant shall keep the Merchant App up and running and shall monitor the orders made through the Wolt Service during the Merchant’s normal opening hours in order to handle all orders made through the Wolt Service in a timely manner. The Merchant will hold an order for delivery or takeaway for at least sixty (60) minutes after it has indicated that it is ready on the devices, but not beyond Merchant's regular business hours.

2.11 The Merchant agrees to keep a Wolt sticker and if applicable, a Wolt promo card stand visible to its Users in all its points of sale or shall agree with Wolt on other reasonable ways of promoting the Wolt Service in the physical points of sale of the Merchant. For the delivery of orders placed via the Merchant App, Merchant shall use carrier bags with a logo of Wolt or Merchant or without a logo. In the context of delivery orders, the Merchant will not pack any other items in the carrier bag (such as promotional material) apart from the Merchant’s Products ordered by the User.

2.12 The Merchant shall be solely and fully responsible for any and all damages, claims and complaints by Users related to the Merchant’s Products. Wolt will have no liability or responsibility with respect to the interactions of the Merchant with any User in connection with the Wolt Service. 2.13 The Merchant authorizes Wolt, on behalf of the Merchant, to deduct from the Price agreed with the User up to € 50.00 per purchase and per point of sale of the Merchant included in this Agreement, to the extent that Wolt reimburses a corresponding amount to a User on the basis of the User's claim which is deemed to be sufficiently justified, provided that the claim concerns the Merchant's Product, such as a defective or incomplete provision of Merchant's Products or a provision of incorrect Merchant's Products. However, if the claim concerns the Merchant's Self-Delivery services, the Merchant authorizes Wolt, on behalf of the Merchant, to deduct from the Price agreed with the User: (i) € 2.00 if the Merchant's Products are delivered between 16 and 25 minutes after the estimated delivery time, (ii) an amount equal to 15% of the order value (minimum € 2.00 and maximum € 30.00) if the Merchant's Products are delivered between 26 and 35 minutes after the estimated delivery time, (iii) an amount equal to 50% of the order value (maximum € 30.00) if the Merchant's Products are delivered between 36 and 45 minutes after the estimated delivery time, and (iv) an amount equal to 100% of the order value (maximum € 30.00) if the Merchant's Products are delivered more than 45 minutes after the expected delivery time, per purchase and per Merchant's point of sale included in this contract. This shall not apply if the Merchant is not at fault in this respect. At the Merchant's request, Wolt will provide evidence of a user complaint in respect of which the aforementioned reimbursement is to be made. Claims by Users exceeding € 50.00 (for claims relating to the Merchant's Product) or exceeding € 30.00 (for claims relating to the Merchant's Self-Delivery) per point of sale covered by the Agreement will always be handled by Wolt in consultation with the Merchant. Any compensation paid by Wolt on behalf of the Merchant to a User under this Section 2.13 may be deducted from payments made to the Merchant. The provisions of this Section 2.13 do not limit the statutory rights of the User or any claims of Wolt for breach of duty by the Merchant.

2.14 In case of Wolt Delivery Services and if Wolt has to redeliver to the User due to a breach of duty by the Merchant (e.g. handover of the wrong product to Wolt), the Merchant authorizes Wolt to deduct an amount of € 4.00 per purchase and per sales outlet of the Merchant included in this Agreement, unless the Merchant is not responsible for the breach of duty. Furthermore, the Merchant authorizes Wolt to deduct the following amounts per purchase and per sales outlet of the Merchant included in this Agreement in the event of a delay for which the Merchant is responsible. In the event of a delay for which the Merchant is responsible of ten minutes compared to the Merchant's original time estimate, Wolt is entitled to charge an amount of € 2,00. Furthermore, an additional amount of € 0.20 will be charged for each minute exceeding the aforementioned ten minutes. The provisions of this Section 2.14 do not limit the legal rights of the User or any claims of Wolt due to breaches of duty by the Merchant. 

2.15 To incentivize and reward operational excellence, Wolt may, in its sole discretion, offer rebates, credits or other benefits to merchants that consistently fulfill orders, accurately and on time.  

2.16 The Merchant shall keep all its Wolt merchant account information secure and confidential and is responsible for all activities that occur under its account. Wolt shall have remote control over the Equipment. Wolt reserves the right to access the account of the Merchant in order to provide technical support or updates. Wolt may provide technical support services, through email or otherwise, in accordance with standard practice.

2.17 Wolt may offer various options for the Merchant to invest in Campaigns for the purpose of promoting the Merchant’s offering in the Wolt Service and related marketing channels, such as free delivery, order and item value discount, and ads campaigns. The Merchant guarantees that only authorized signatories who have the right to represent and bind the Merchant to an order shall place orders for Campaigns on behalf of the Merchant. Campaigns will be governed by the Wolt Ads for Merchants Terms and Conditions made available to the Merchant in the online portal, as applicable and in force at the time of placing the order.

2.18 Merchant shall comply with (i) all applicable alcohol and tobacco product regulations and other relevant food and consumer product laws in all of its activities and communications through the Merchant App and the Wolt Service, including, without limitation, prohibiting the distribution of Merchant's Products to minors, (ii) all applicable data protection laws and regulations, and (iii) the Wolt Merchant Guidelines. With respect to the distribution of alcohol or tobacco products, if the User picks up or receives the products for consumption at a Merchant's point of sale, the Merchant is required to verify that (i) the person who is to receive the alcohol or tobacco products is the User who ordered them and (ii) the User is at least 18 years of age before handing over the alcohol or tobacco products. If one of the requirements is not met, the alcohol or tobacco products must be refused. Wolt must be informed of this immediately by the Merchant. In addition, the Merchant is also responsible in its relationship with Wolt for answering any questions the users may have regarding the Merchant's Products, for example regarding product features, ingredients, use, risks, allergens, ingredients, additives, country of origin or other information to be provided to users or consumers under the applicable laws and regulations or otherwise expedient.

2.19 If the User has chosen the payment method "cash", the Merchant will in case of Self-Delivery inform Wolt without undue delay if (i) an order is to be cancelled for reasons within the sphere of the Merchant (ii) if a User has directly requested the Merchant to cancel an order or (iii) if there are modifications, refunds or other changes in connection with an order. If Wolt is informed by the Merchant that an order is to be cancelled for reasons within the Merchant's control, Wolt will check back with the User to determine whether the cancellation is approved by the User. If the User does not agree to the cancellation, Wolt will not consider the order as cancelled and will charge the Merchant the Commission accordingly. If Wolt is informed by the Merchant that an order is to be cancelled for reasons within the sphere of the User, Wolt will consider the order as cancelled and will not charge the Merchant the Commission. Orders paid by the User in cash will be refunded by Wolt exclusively in Wolt Credits in case of refunds.

3. COMMISSIONS AND FEES

3.1 Wolt has the right to charge the Merchant Commissions, Wolt Delivery and Service Fees, an Online Transaction Fee, and other charges which may be applicable, which are described in the Sign-Up Sheet or otherwise included in the Agreement.  

3.2 Wolt / WLS deducts a Commission from the Prices for the Merchant’s Products sold to User (the “Commission”) as defined in the Agreement. Commissions are calculated as a percentage of the Price for the Merchant’s Products sold to User. VAT is also charged on Commissions. In case of Self-Delivery, the Self-Delivery fee that the Merchant charges Users for the Self-Delivery services, and any minimum basket surcharge (if the minimum order value is not reached), is included in the calculation.  In case of Wolt Delivery Services, the Commission is calculated as a percentage of the Price of the Merchant's Products sold to Users including a surcharge if the minimum order value is not reached. Discounts granted by Wolt to Users are excluded from the calculation of the Commission. The Wolt Delivery Fee is also excluded from the calculation of the Commission. 

3.3 In case the Merchant opts for Wolt Delivery Services, Wolt is entitled at its sole discretion to charge and retain a Wolt Delivery Fee for each order placed by Users via the Wolt Service. Subject to the legal provisions, this delivery fee may be displayed to the Users together with or in connection with the Price for the Merchant’s Products. Wolt is under no obligation to notify the Merchant of the Wolt Delivery Fees in detail or to invoice the Merchant for them. In case the Merchant opts for Self-Delivery, the Merchant is entitled at its sole discretion to charge and retain a Self-Delivery Fee for each order placed by Users via the Wolt Service. Subject to the legal provisions, this delivery fee may be displayed to the Users together with or in connection with the Price for the Merchant's Products. The Merchant is obliged to notify Wolt of the Self-Delivery Fees in detail. 

3.4 Invoicing by Wolt shall be made electronically unless any other form is stipulated by law. Invoices are issued based on the agreed invoicing period and Wolt will pay the amount stated in the invoice by the last banking day of the following week of the agreed invoicing cycle.

3.5 For the avoidance of doubt, Wolt will invoice the Commission, the Wolt Delivery Fee, the Service Fee as well as other entitlements or deductions set out in this Agreement to the Merchant.

3.6 Wolt has the right to amend the Agreement unilaterally in accordance with Section 16 of the General Terms of Service, including the right to change Commissions, Online Transaction Fee, or other applicable fees which Wolt charges the Merchant. Notice of such changes will be provided in accordance with Section 16 of the General Terms of Service.

4. PAYMENTS 

4.1 Payments by Wolt to the Merchant will be made to the bank account provided by the Merchant or by other payment method as may be agreed. 

4.2 In cases where Wolt is providing regulated services such as payout acquiring services, and for the purpose of performing necessary “know-your-customer” and “know-your-business” compliance checks, the Merchant may be asked to provide certain information and documentation, including but not limited to its trade register extract or similar (not older than three months). The documentation and information provided will enable, for example, verification of identity of persons authorized to act on behalf of the Merchant, or bank details or other company details. Wolt will make payments to the Merchant only if the Merchant provides such documentation and upon satisfaction of these checks.

4.3 Provided that the Merchant has submitted to Wolt its bank account and all other information that Wolt requires from the Merchant to make payments to the Merchant, Wolt or WLS shall pay to the Merchant a sum equaling the payments made by Users for the Merchant’s Products (including VAT if applicable) during the agreed payout period, less Commissions, the Online Transaction Fee (if applicable), Wolt Delivery and Service Fees (if applicable), and any other applicable payout corrections or deductions defined in this Agreement. For clarity, discounts offered by Wolt to Users will not affect the payouts to the Merchant.  

For payments made by Users using cash as a payment method, Wolt will deduct the agreed Commission, and other claims or deductions set forth in this Agreement from payments made by Users via online payment methods for Merchant's Products.

If the payments made by Users via the online payment methods are not sufficient to cover the Commission and other fees and claims specified in the Agreement owed to Wolt for the orders paid via online payment methods and cash, Wolt will report the outstanding amount as a negative amount in the Report accordingly and deduct the outstanding amount from future disbursements within the agreed invoicing cycles. In case Wolt is not able to collect the outstanding amount, Wolt is entitled to send a payment request and demand payment from the Merchant. The payment request must be paid by the Merchant within 14 days after issuance. If Wolt is still unable to collect the outstanding amount, Wolt reserves the right to disable cash as a payment option until the balance is recovered. Wolt reserves the right to remove the Merchant from the Wolt Service at its sole discretion, in particular if the Merchant's behavior with respect to cash payments is deemed unreliable by Wolt.

4.4 The Merchant authorizes Wolt or WLS to charge the Users and to receive payments on behalf of and for the account of the Merchant from Users through external payment service providers for the Merchant’s Products and if applicable, Wolt Delivery Services. Where applicable, WLS will handle the payments process and will act as a payout partner towards the Merchant. WLS will safeguard the Merchant’s funds and will make the payments to the Merchant as set out in this Agreement. Wolt bears the credit risk with respect to online payments from Users made through the Wolt Service and the Merchant shall only be able to claim payments for the Merchant’s Products from Wolt, not from Users.

4.5 Wolt may allow Users to pay for the Merchant’s Products, and any other applicable fees, in cash or other online delivery payment methods. In case of Self-Delivery, the Merchant will receive the cash payment for the Merchant’s Products and the Self-Delivery services provided, as well as any other applicable fees, directly from the User cannot claim any payments from Wolt. If the User chooses cash as a payment method, Wolt (in case of Wolt Delivery Services) will receive the payments comprising of payments for Merchant’s Products, the Service Fee, the Wolt Delivery Services as well as any other fees (if applicable), directly from the User. In this case, WLS accepts the cash payments or forwards them to the Merchant.  In case of Self-Delivery, the Merchant bears the credit risk with respect to cash payments from Users and cannot claim any payments from Wolt. Wolt shall have no liability to the Merchant if the Merchant is unable to receive the cash payment.

4.6 Wolt will send Reports to the Merchant electronically. The Merchant shall notify Wolt of any possible shortcomings or errors in the Report or payouts within two (2) weeks after the delivery of the Report or receipt of payout. Absence of notification within said period shall be deemed as the Merchant’s final acceptance of the Report and/or payout. Subsequent objections by the Merchant to the Report are excluded, unless these were not recognizable to the Merchant within the deadline.

4.7 Payments or settlements by Wolt do not affect any rights and claims of Wolt.

5. TAXES 

The Merchant shall be solely responsible and liable for all taxes, levies and other costs associated with the Merchant’s Products, Wolt Delivery Services sold by the Merchant to the User (if applicable), and Self-Delivery services (if applicable), including settling the VAT. The VAT specifications of the Merchant’s Products in Wolt’s sales report, if any, are for convenience only and not to be used as a basis for the Merchant’s VAT declarations. The Merchant is not entitled to set-off or deduct any amounts from the amount payable to Wolt. 

6. PERSONAL INFORMATION  

6.1 Wolt and the Merchant shall be deemed an independent data controller when processing Personal Data under this Agreement. Nothing in this Agreement is intended to construe either Party as the data processor of the other Party or as joint data controllers with one another with respect to personal data. 

6.2 Both Wolt and the Merchant are therefore independently responsible for ensuring that their individual processing of Personal Data takes place in compliance with EU Regulation 2016/679 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data (GDPR) and any applicable national laws.

6.3 The Parties acknowledge that the Users have been informed about the Parties’ data processing in context of Wolt Service through Wolt Privacy Statement. In the event the Merchant processes personal data for purposes other than fulfilling its obligations under the General Terms of Service and this addendum, and/or in a manner not described in Wolt Privacy Statement, the Merchant shall be solely responsible for the compliance of this processing with the GDPR and applicable data protection laws, including but not limited to providing appropriate and transparent information to the Users, and ensuring it has a valid legal ground and purpose for such processing.

7. WOLT+ 

7.1 The terms of this Section shall apply to the Wolt+ Subscription Program. 

7.2. Wolt may charge the Merchant a different Commission for Wolt+ orders, specified in the Sign-Up Sheet or otherwise agreed.

7.3 Both Wolt and the Merchant are entitled to terminate the participation in Wolt+ at any time by sending a written notice of termination subject to a notice period of thirty (30) days. Termination of the Merchant's participation in Wolt+ shall not affect the validity of the Agreement. As a result of termination of the Wolt+ Subscription Program, the increase of the Commission for Wolt+ set out in the commercial terms is void, and the original Commission agreed in the Agreement will continue to be in force. 

8. RANKING 

Wolt provides relevant visibility for the Merchant and other merchants that are using Wolt Services. Wolt uses ranking parameters and the search is designed to allow consumers to quickly and easily find products and services that are most relevant. The ranking depends on the location and search preferences of Users ordering through the Wolt Service and opening hours of merchants. In line with industry practice and based on objective criteria, Wolt may have or allow promotional campaigns that give visibility for certain merchants. Wolt may change the parameters from time to time and may also conduct certain trials that have an effect on the visibility, rankings and search results. A more detailed description on visibility, search and ranking parameters is available on Wolt’s website.

9. INTERNAL COMPLAINTS AND DISPUTE RESOLUTION 

9.1 The Merchant can raise complaints related to the Agreement through the online portal made available to merchants, support@wolt.com, by reaching out to Wolt’s contact person, as well as through channels available on Wolt’s website. 

9.2 If the Merchant wishes to file a complaint in accordance with EU Regulation 2019/1150, Wolt has established a formal system for handling such complaints. The Merchant may lodge a complaint directly with Wolt, through Wolt’s SpeakUp Channel (available on Wolt’s website), regarding any of the following issues:

(a) alleged non-compliance by Wolt with any obligations laid down in EU Regulation 2019/1150 which affect the Merchant; (b) technological issues which relate directly to the provision of Wolt's services and which affect the Merchant; (c) measures taken by, or behavior of Wolt which relate directly to the provision of the online intermediation services, and which affect the Merchant.

9.3 If the Merchant is not satisfied with Wolt’s handling of the complaint, either Party may refer the matter to (a) an attorney-at-law who has been certified as a mediator and is on the list of mediators of the local bar association  or (b) the Centre for Effective Dispute Resolution (CEDR) (https://www.cedr.com). 

9.4 The Parties may at any time before, during or after the complaint-handling or mediation process, initiate proceedings in accordance with Section 14 of the General Terms of Service.  

10. TERMINATION 

This Agreement may be terminated pursuant to Section 15 of the General Terms of Service.