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 restricted 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, and 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 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 along the floor)

Fulfilling orders

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

• If the user wants to modify the order 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 the user would like to ride with you.

• If you have enabled the “Loader” option, be prepared to load and unload the vehicle yourself, or find a loader to do this.

• 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 in Yandex Pro.

Code of conduct

• 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 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.

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

• Do not keep packages for 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.

• Do not refuse to help with loading and unloading if the “Loader” option has been selected for the order.

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.