Service standards for on-foot couriers

Service standards are rules that couriers must follow. If you follow these rules, users are more likely to give you a high rating.

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 the order comments and try your best to follow them. If it says “Do not ring the doorbell”, make sure to knock instead. There might be a sleeping child inside, and ringing the doorbell will wake them up.

• There is no need to start a conversation or make comments about something unrelated to an 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 for couriers.

We recommend wearing comfortable clothes and footwear.

Please avoid wearing sportswear, beachwear, tank tops, slippers, or flip-flops. This kind of clothing can look unprofessional, and you may receive a low rating as a result.

What to take with you

You will need:

• cash to give users change

• a power bank to charge your phone

• sturdy bags for small packages (if you don’t have an insulated bag)

• your passport or driver’s license (some business centers won’t let you inside without an ID)

Bring a backpack or crossbody bag for personal belongings. This will allow you to keep your hands free during deliveries.

Your insulated bag may have special pockets for personal belongings. Do not keep your personal belongings inside the main part of the bag.

Fulfilling orders

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

• Once you have picked up the package, call the recipient and let them know you are on the way.

• Always pick up the package at the sender’s apartment or office door and deliver it straight to the recipient’s door.

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

Code of conduct

• Do not be rude to users and/or Yandex Delivery specialists.

• Do not start conflicts.

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

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

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

• If you have the insulated bag option enabled in the app, do not arrive for orders without one, and make sure you have first completed the photo check in Yandex Pro.

• Do not open or damage packages. If a package is already damaged when you come to collect it, take a photo of the damage at the sender’s address. NOTE: The user’s face should not be visible in the photo.

• Do not keep packages for yourself.

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

• Do not use the sender or recipient’s data for personal purposes. Do not call or message users for reasons unrelated to an order.

• Do not go online when intoxicated.

• Do not act dishonestly toward the Yandex Delivery service.

Prohibited items for delivery

• Animals

• Money and valuables

• Weapons, drugs, and other items whose circulation is prohibited or limited in Georgia

• Hazardous or dangerous substances (see our detailed list)

• Biological materials, such as blood

• Prescription drugs

• Fragile items (unless they are in special packaging) and liquids in open containers

• Food and other packages that require special delivery conditions (if you do not have an insulated bag)

• Packages that may stain or damage your insulated bag

If you discover that a package contains one of the items from the list above, refuse the order and contact Support.