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.

Each driver and courier who has been penalized or blocked by Yandex in the service has an opportunity to appeal the decision and ask for an impartial opinion from the driver & courier committee. The committee is designed to foster dialogue between the service and service partners, giving drivers and couriers a voice in the final decision.

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 a legal support program, which offers up to three free consultations per month.

All drivers who participate in a loyalty program can take advantage of a debit card that provides high cashback on fuel, carwash and repair, and other car maintenance services.

Service partners are offered free educational opportunities. In 2021, we offered financial literacy training that focused on the basics of personal financial management, as well as training in a digital profession (RU) on Practicum, an e-learning platform provided by Yandex.