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 agreed with the Merchant for the Merchant’s Products sold to Wolt including VAT if applicable.

““End-Price to User” means the price of the products and goods that Wolt sells to Users through the Wolt Service, plus VAT, if applicable. The End-Price to User is freely determined by Wolt.

“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.

“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 Wolt;

“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 Delivery Services. The Wolt Delivery Fee is freely determined by Wolt.

“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 haspassported 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, Wolt Website located at wolt.com and the Merchant App. 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 RESPONSIBILITIES

1.1 Wolt acts as Merchant’s reseller and sells on its own account and behalf Merchant’s Products and the Wolt Delivery Services to Users via the Wolt Services. In case a User orders Merchant’s Products from Wolt, Wolt forwards such order via the Services to the Merchant who further handles the order as Wolt’s subcontractor. For Merchant’s Products and for handling of User’s orders Wolt / WLS shall pay to the Merchant the price for such products agreed between Wolt and the Merchant less the Commission according to Section 3 and possible other deductions defined in this Agreement.

1.2 Wolt shall provide Services to the Merchant under the terms of this Agreement. Wolt may also make available Wolt Delivery Services. Wolt shall be responsible for the quality of the Wolt Delivery Services and the compliance of its Wolt Delivery Services with all applicable regulations. 

1.3 Wolt shall make available the Merchant App which allows 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 providers’) use of the Wolt’s APIs if the integration does not meet Wolt’s quality standards and guidelines. 

1.4 Wolt is free to set the End-Price to User for Merchant’s Products sold via the Wolt Service. 

1.5 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.

1.6 If specified in the Sign-Up Sheet or otherwise agreed, Wolt shall provide the Merchant with Equipment for receiving orders from Users through the Merchant App. 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 Merchant. If the Equipment is provided to the Merchant free of charge, Wolt retains the ownership of the Equipment.   If the Equipment is 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 ordering or payment process, insofar as these are attributable to Wolt or an error in the Merchant App. For errors that are the fault of Wolt (such as significant delays or delivery to the wrong address) and that result in the Merchant having to provide new product(s), Wolt will compensate the Merchant for the price of the redelivered Products as originally agreed with the Merchant . 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 acts as Wolt’s subcontractor in handling orders of Merchant’s Products placed by Users via the Wolt Service. In case User orders Merchant’s Product(s) from Wolt, Wolt forwards such order via the Merchant App to the Merchant and the Merchant shall prepare Merchant’s Products for delivery or User’s pick-up  from Merchant’s sale point(s), in compliance with the Agreement.

2.2 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 couriers partners delivering the products do not have to touch any food items being delivered.  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.  

2.3 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.

2.4 Should the Merchant receive a notice of a required product recall or other product safety issue concerning the Merchant’s Products sold through Wolt Service, the Merchant shall inform Wolt about the notice and shall assist Wolt 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.

2.5 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.    

2.6 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.

2.7 The Merchant offers its products to Wolt at the prices agreed between the Merchant and Wolt. Any changes in such prices will be agreed on separately between the Parties. For delivery orders, Wolt reserves the right to determine and change the minimum basket size requirement of a single purchase by the User.

2.8 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, pricing, 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.

2.9 The Equipment intended for receiving orders through the Merchant App 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 collection 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.

2.10 The Merchant agrees to keep a Wolt sticker and 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. 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.

2.11 In relation to Wolt, the Merchant shall be solely and fully responsible for any and all damages, claims and complaints by Users related to the Products of the Merchant and with respect to the interactions of Merchant with any User in connection with the Wolt Service. 

2.12 The Merchant authorizes Wolt / WLS to deduct from the purchase price agreed with the Merchant up to 50.00 € per purchase per point of sale subject to this Agreement, if Wolt had to reimburse a respective amount to the User due to a User ‘s claim to be considered reasonably justifiable and if such claim relates to the Merchant’s Product, such as an item missing from an order or a wrong product. This shall not apply in case the Merchant should not be responsible for User’s claim against Wolt. Wolt will provide evidence regarding a customer complaint subject to the above compensation upon the Merchant’s request. 

2.13 If Wolt has to redeliver to the User due to an oversight for which the Merchant is responsible (e.g. handing over the wrong product to Wolt), the Merchant authorises Wolt / WLS to deduct an amount of 4.00 € per purchase and per sales outlet of the Merchant included in this Agreement. Furthermore, the Merchant authorises 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. If the Merchant is responsible for a delay of ten (10) 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 € shall be charged for each minute exceeding the aforementioned ten minutes. The above provision does not limit Wolt's statutory warranty rights.

2.14 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.  

2.15 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.

2.16 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.

2.17 The Merchant shall comply with (i) any and all applicable regulations relating to alcohol and tobacco and other relevant food and consumer regulations in all their actions and communications through the Merchant App and Wolt Service, including but not limited to handing out Merchant’s Products to under aged persons, (ii) all applicable data protection rules and regulations and (iii) the Wolt Merchant Guidelines. As regards products of alcohol and tobacco and in case the User collects the Merchant’s Products from the Merchant’s point of sale, the Merchant is obliged to verify, (i) that the person collecting the Merchant’s Products is the User that placed the respective Order and (ii) that the User is at least 18 years old. If one of these two requirements is not fulfilled handing over of products of alcohol and tobacco must be denied. The Merchant will inform Wolt without undue delay of such a case. The Merchant shall in relation to Wolt also be responsible for answering any questions that the User may have about the Merchant’s Products, such as allergens, ingredients, additives, country of origin or other information required to be given to consumers under applicable laws and regulations.

3. COMMISSIONS AND FEES

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

3.2 Wolt / WLS deducts a Commission from the prices agreed with the Merchant for the Merchant’s Products sold to Wolt (the “Commission”) as defined in the Agreement. Commissions are calculated as a percentage of the Price of the Merchant’s Products sold to Wolt including a surcharge if the minimum order value is not reached.  Wolt shall add applicable VAT on top of the Commission. 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. 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. 

3.4 With respect to VAT, the Parties agree that the Merchant carries out supplies of goods to Wolt and that the VAT assessment base for the respective supply to Wolt is the Price minus the Commission and other fees (other than the price of the Equipment). For the Merchant's deliveries of goods and the reimbursements described in Sections 1.7, 2.12, and 2.13, the Merchant authorizes Wolt to issue invoices on behalf of the Merchant (“self-billing”). The invoice issued by Wolt shall be deemed accepted by the Merchant unless the Merchant objects to the invoice in writing within fourteen (14) days of receipt. The Merchant may not issue invoices for the same transactions covered by this self-billing agreement and must notify Wolt immediately if the Merchant changes its VAT identification number or is no longer registered for VAT.

3.5 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 details and other information (such as a bank statement) that Wolt requires from the Merchant to make the payments, Wolt / WLS shall pay the Merchant the Price agreed between Wolt and the Merchant, after deducting the Commission and any other amounts that Wolt charges the Merchant, as set out in Section 3 (as well as the deductions set out in Sections 1.7, 2.12, and 2.13), regardless of any discounts that Wolt grants to Users.

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 Wolt may allow Users to pay for the Merchant’s Products, and any other applicable fees, in cash or other online delivery payment methods. Wolt bears the credit risk with respect to cash payments from Users and the Merchant shall only be able to claim payments for the Merchant’s Products from Wolt, not from Users.

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

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

5. PERSONAL INFORMATION  

5.1 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. 

5.2 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.

5.3 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.

6. WOLT+ 

6.1 The Merchant may join the Wolt+ Subscription Program and in such case the terms in this Section will apply.

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

6.3 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. 

7. RANKING 

Wolt provides relevant visibility for the Merchant and other merchants that are using Wolt Services. Wolt uses ranking parameters to give prominence to some of its merchants 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 the users ordering through the Wolt App and opening hours of merchants. In line with industry practice, 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.

8. INTERNAL COMPLAINTS AND DISPUTE RESOLUTION 

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

8.2 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. This system may be used by the Merchant to lodge complaints directly with Wolt 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.

8.3 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). 

8.4 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.  

9. TERMINATION 

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