Service standards for the Cargo rate

Service standards are rules that Cargo drivers must follow. If you follow these rules, users are more likely to give you a high rating. Access to orders might be limited for violating service standards.

How to interact with users

• Be polite — remember to say hello and goodbye, and always address users politely.

• Smile — your mood will affect the overall impression you give.

• Read and follow the order comments carefully. They might include instructions on finding the right entrance to an industrial zone, for example.

• There is no need to start a conversation or make comments about something unrelated to the order. This will help you avoid wasting time and prevent accidental conflict.

• Don’t ask a user to give you a good rating. If you do everything correctly, the user will most likely give you a good rating anyway.

What to wear

There is no dress code. Wear whatever makes you feel comfortable.

That said, we advise against sportswear, beachwear, tank tops, slippers, or flip-flops. This kind of clothing can look unprofessional, and you may receive a low rating.

What to take with you

You will need:

• Cash to give users change

• A phone charger

• Your passport/ID (this is sometimes needed to gain entry to warehouses or other areas)

• Cargo fastening straps

• A cloth and mop (in case the truck bed gets dirty)

• A clean mat or sheet that covers the entire truck bed (to prevent items from sliding across the floor)

Fulfilling orders

• After accepting an order, go straight to the sender’s address.

• If a user wants to modify the delivery route, ask them to change the end point in the app.

• Keep the cargo area clean and empty.

• Bring fastening straps to secure the cargo.

• Make sure at least one passenger seat is free in case a user would like to ride with you.

• Ensure that your vehicle information is correct. The type, make, model, license plate number, and size of your vehicle must correspond to the information provided on Yandex Pro.

Rules of behavior

• Do not be rude to Yandex Delivery employees or users.

• Do not start conflicts.

• Do not ask a sender to cancel an order or make a delivery outside of Yandex Pro.

• Do not ask a user to give you a 5-point rating for a delivery.

• Do not ask a recipient for more money than the amount specified in the Yandex Pro app.

• Do not open or damage packages. If a package is already damaged when you come to collect it, take a picture of both the damaged package and the sender.

• Do not assign orders to yourself.

• Do not complete orders under someone else’s profile or transfer your account to another driver.

• Do not use the sender or recipient’s data for personal purposes. Do not call or message users once the order has been completed.

• Do not go online while intoxicated.

• Do not act dishonestly toward the Yandex Delivery service.

• Do not set the order status to “Arrived” until you have reached the specified address. Do not accept orders if your vehicle is dirty. You must clean it thoroughly before fulfilling orders.

• Do not refuse the user a ride if they ask to accompany the cargo.

Prohibited items

• Household and construction waste

• Items that do not fit completely inside the vehicle

• Items that require special conditions for transportation, such as safes, exercise equipment, pianos, antiques, or aquariums

• Restricted items, such as money, jewelry, weapons, drugs, or animals

• People (in the truck bed)

If you are asked to transport something from the list above, refuse the order and contact Support.