Frequently asked questions

After filling in your details in the courier app, you will receive an email from Hellosign. Just click on the document button and enter your email address.
You will then receive an open contract, where you just need to fill in the necessary details and sign the contract electronically.
Please make sure that all details are filled in correctly.

If you have moved to another stage of the onboarding process and you have filled in all the contract details in the application, you will receive an email from Hellosign. If you can't find the email, please check your spam folder. If it's not there either, please write directly via the partner app in the chat.

Once you sign the contract we will check all the contract details. This administrative process can take several days. Once everything is in order you will be given permission to order your courier gear.

As soon as you reveive your gear, we activate your profile within 1 business day and you can start delivering.

It is not possible to use public transport while delivering. You can deliver on a bike, scooter, car or a motorbike. 

Every call you make to a customer is routed through proxy servers. This means that you call each number as you would be calling a number in Slovakia. However, proxy forwarding does not mean free calls. That's why we recommend a SIM card with a flat rate. Exceptionally, it may also happen that the number you are calling does not fall under the purchased numbers in the proxy and so the call is charged as a call to a foreign country.

No, the app can only be on one device that has a SIM card with a calling and data plan.

To change your delivery vehicle, you need to contact the support team in the application, and they will change the settings in the system. However, if you do not have the appropriate courier gear for the desired delivery vehicle, you need order the required gear or pick it up during the office visits in Bratislava.

If the customer's address is just a few meters away from the delivery location, please contact the support team, they will adjust the address and pin location for the future. If the address is hundreds of metres away from the pin or if the customer orders to a completely different address than the one they are currently at, notify the support team who will inform you what to do next. The extra distance will be compensated according to the rules you will find in the "Compensation" section.

When you arrive at the customer's address, please carefully read the note in the app. If there is no note in the app, please contact the customer by phone and agree with them where they wish to have the order delivered. Always offer to the customer to deliver the order upstairs. 

If the customer is unavailable and cannot be contacted even after the third call, inform support who will try to contact the customer and give you further instructions.


⚠️ Do not leave orders at reception or any other location without contacting support or agreeing upon it directly with the customer.

No, as reimbursement of such costs would imply an employment relationship and would therefore be contrary to the legislation in force.

Internal orders are a great opportunity to get more orders and therefore earn more money. It is about delivering equipment to partner venues from the Wolt office.  These can be tablets, printers, etc. and often multiple items need to be shipped at once, hence there is a higher chance of bundled orders. 

An internal order is exactly the same as any other in terms of earnings and can be assigned to any partner courier who has not opted out of internal orders (see form below) and is online near the WOLT office. 

FORM

In most restaurants, for example "Pho Bo" is divided into two bowls, which can be confusing when checking the contents of your order. For each order, you need to make sure you know how many bowls the item is packed in. If there is a "MENU" item, you need to ask the server what is included in that menu, as this question can save the day.

To avoid possible spillage, always make sure the order is well placed in your delivery bag. If you are delivering by bicycle the order should be secured with a foam and please make sure you handle the order with care.  

If necessary, don't be afraid to ask the restaurant to wrap the food better, for example with foil. 

If the order spills during delivery, find out the extent of the damage and contact the support team, please include a photo and wait for instructions. Never hand over a spilled order to a customer.

The use of a suitable heated/insulated carrying bag is mandatory. The order must be placed in the correct bag directly in the venue, in order to preserve its quality.

If you need the equipment for a second vehicle, you can order the mandatory equipment for this vehicle via our website. 

If you need to replace damaged equipment, take a photo of the damage and order a replacement on our website. Be sure to include the reason for the replacement in the note and upload a photo of the damage. 

For equipment returns, fill in the form and a label will be emailed to you, so it can be printed out. Then pack the equipment in a box as a standard package and stick the printed label on it (please fit everything in one box). Choose a depo branch that suits you and hand in your parcel there.

EQUIPMENT RETURN FORM

In this case, support will try to resolve the situation with the customer and offer them to pay for the order via card or the remaining return amount in Wolt credits.

In this case, contact support immediately and report the incident to the police. If you do not follow this step, the situation will be treated as a loss of the cash collected. Send us the police report and we will deal with the situation individually.

Contact support and let them know the situation. You take material responsibility for the money and cash must be deposited despite the loss.

When an order is marked as a cash order in the app and the app asks to confirm, that you have collected the money, do not give the order to the customer until support verifies the payment.  

If support informs you that the customer has paid for the order with a credit card, give the order to the customer without accepting cash.

The courier partner is directly responsible for the cash received from the customer. Wolt is not responsible for any counterfeit banknotes, therefore it is necessary to check the cash upon collection from the customer, especially for higher denomination notes.

Yes, you will know in advance (marked "ID CHECK" in red ), that there is a alcohol in the order and that you will need to check the age of the customer.

You need to mark in the app, that the customer's age has not been checked and the support team will determine the next course of action. The part of the order that does not contain alcohol can be delivered to the customer.

After consulting with support, the alcohol part of the order needs to be returned to the store (for the additional distance you will receive a compensation.)

We have replaced the base fee with a flexible fee that is calculated for each order individually. ou will see the fee ahead, so you can decide whether you want to accept or reject the task.

We can not guarantee that these routes will completely match. There might be a slight difference which is basically negligible and either way you will see ahead the route distance and offering fee for the task. 

It may happen that in the bundle mode, the estimated distance for the first order will be longer than the total estimated distance travelled between individual stops.

When accepting the second order, the estimated distance travelled is recalculated according to the individual distances between the stops. Only the extra distance travelled compared to the first order is shown in the earnings.

From the spot where the order will be received, to the venue according to the estimated route distance.

The operations team will regularly evaluate the delivery conditions in each city. Bonuses will be adjusted accordingly so that each order is attractive to the first courier to whom it is displayed.

Yes, all the information available to the system will be taken into account when calculating the distance. It's up to you what navigation and delivery route you choose. In rare situations, you can send us feedback and we will reassess the situation.

The current earnings model allows us to take into account other factors that affect the attractiveness of an order than just the base fee and distance fee (e.g. location of the venue or customer). Because of this, the base fee is flexible and can be adjusted.

We take into account the entire distance travelled, from where the order is accepted to the venue and then to the customer. In addition, we also take into account other factors such as difficult accessibility, complicated parking, location in a pedestrian zone, etc. The total delivery fee can therefore vary more dynamically, even over short distances, but better reflects the time and effort required for delivery.