Yandex Service Partners

By default, all drivers (as well as taxi riders) receive accident insurance with the coverage of up to RUB 2 million while they are on duty with Yandex Go. Payments are made in accordance with the approved insurance policy.

By default, all couriers receive accident insurance with the coverage of up to RUB 2 million while being active in the service: on the way to pick up or drop off orders or when waiting for one. Payments are made in accordance with the approved insurance policy.

To ensure that drivers who have been restricted from accessing the service can get a second chance, we have implemented a process for reviewing access restrictions by request in Russia, and since 2022, in Belarus, Kazakhstan and Kyrgyzstan. The application will be reviewed by an appeals review group as well as a special committee consisting of independent drivers. Those are drivers who have been partnering with the service for at least a year, giving regular taxi rides and with a rating of at least 4.9 out of 5.

A similar opportunity is available to couriers partnering with Yandex Eats, Yandex Lavka and Yandex Delivery. The request to restore access to orders is evaluated by a committee that includes couriers with a minimum of two months’ delivery experience on Yandex services and no negative user feedback.

The committees' inputs are taken into account when making a decision.

We strive to establish just interactions between drivers and users. Drivers dealing with unruly passenger behavior can defend their interests by activating the Conflict function in the Yandex Pro app: it starts an audio recording to document everything that is happening in the car. We have also developed special podcasts for drivers with guidelines on how to handle conflict situations.

To get help resolving disputes with customers or restaurants, delivery couriers can contact courier support team. Tasked with building a culture of safety and integrity, the support team will evaluate each reported issue and assist accordingly – up to restricting access to the service for customers that demonstrated abusive behavior.

Yandex has partnered with delivery services operating in the Russian market to develop guiding principles for establishing responsible relationships with couriers. Among those are partner safety and wellbeing, facilitated opportunities for professional growth, timely and complete communication about the changes in the terms of partnership, and partner-customer interactions based on mutual respect. Our services have already adopted these principles and commit to upholding them as we grow.

Since 2018, we have been adapting to the needs of deaf and hearing-impaired service partners so that they can more easily earn a living through our platforms. There are special web resources that guide them through all necessary details to set up for the job, as well as training materials in sign language.

We also embedded features in partner and user applications to ensure smooth communication. Hearing-impaired partners receive order requests via chat or light alerts instead of calls or audio notifications, and customers are asked to explain all details in writing.

Service partners who are self-employed or individual entrepreneurs have access to legal support and can benefit from up to three free consultations per month.

All drivers participating in our loyalty program can take advantage of a debit card that offers high cashback on fuel, carwash, repairs, and other car maintenance services.

Both drivers and couriers can benefit from free educational opportunities. In 2021-2022, we provided training on financial literacy, covering the fundamentals of personal financial management. Additionally, we offered free access to reskilling programs on Practicum (RU), Yandex's IT bootcamp that provides training in digital professions.

We also have a mentorship program in place to assist new partner drivers in navigating the intricacies of working with ride requests, establishing accountable behavior, and maximizing earnings on the Yandex Go platform.