Yandex Go
Yandex Go

User safety

Safety
during rides

Identity check

Drivers and delivery employees have to show the service their identification papers and get verified before they can start taking orders.

Drivers provide their ID, driving licence and their car registration details. Walking delivery employees provide only their ID.

Driving experience

A study of drivers' licences from May 2020 to June 2023, showed that the average driving experience in the service is 15,5 years.

According to the law, only drivers with at least 3 years of experience can offer taxi services.

Excessive speed
warning

The monitoring system calculates the car's speed using GPS and checks the route for speed limits. The actual speed is then compared to the limits on the route.

For speeding once, the driver gets a warning.

If they do it regularly, their order flow may be suspended.

Driving style
analysis

The driving style monitoring system helps the driver to drive carefully. It processes the data from the accelerometer and gyroscope in the driver’s smartphone and detects fast acceleration, hard braking, and dangerous manoeuvres.

After each episode of dangerous driving, drivers get a warning with a request to be more careful.

If they do it regularly, their order flow may be suspended.

Quick road accident reaction

The system detects when a car stops abruptly and doesn’t drive on. This is a signal that there might have been an accident. We contact the user to find out what happened.

If you need help, you can call 122 right from the app.

If you are okay, you don’t have to wait for the police officers and order a new car. Our support will help you refund the money for the unfinished ride.

Sharing the route with your relatives

You can share the route details with your relatives. They can see where you are and where you’re going in real time. They’ll know the license plate number and the model of the car, the driver’s name, the destination, and your ETA.

Emergency support

If you find yourself in an emergency, you can contact the service support in the application chat and call emergency services by dialling 112.

We help follow the traffic rules

Using tests and questionnaires, we regularly help drivers revise their knowledge of traffic rules, our information about safe rides and our service standards.

We let drivers know when there are new limits in the city or when there are temporary rule changes in certain places or districts.

Seat belts

Seat belts save lives and prevents injuries in major and minor accidents. Here's what we do to help make buckling up a healthy habit for our users:

  • Alice reminds users to buckle up at the start of every ride
  • We check photos of car interiors to make sure seat belts are available and ready to use
  • We ask drivers to remind passengers to wear seat belts, and we also encourage drivers to buckle up
  • We added a new option when rating rides: Seat belt unavailable
  • We participate in educational projects

Please always buckle up whenever you're in a car, even if it's not a taxi. And remind others to wear their seat belt too.

Route monitoring

Our algorithms track vehicle routes during rides. If a driver deviates from the route or the ride is too long, our Support team receives a notification and calls the driver and user to see if there’s an issue.

We don't tolerate unacceptable behavior

It's important to us that the rides are comfortable and peaceful for all involved. That's why we may restrict the service access to people who say or do inappropriate things, such as:

  • Comment on another person's appearance, even if this is intended as a compliment — not everyone likes this

  • Touch another person without permission or without being asked for help

  • Ask intrusive questions, for instance, about a person's marital or relationship status

  • Imposingly seek to make somebody's acquaintance

  • Act inappropriately, for example, by trying to openly engage in intimate behavior.

Route assignment

After a trip is requested, navigation algorithms evaluate potential dangers on the route based on distance, traffic volume, and reports from Yandex Navigator users about traffic accidents.

Our proprietary technology for assigning trips also assesses driver reliability, which is based on the driver’s history in the service. The assessment takes into account general driver information, such as driving experience, the number of completed trips, instances of speeding or dangerous maneuvers, and other factors.

For trips with potentially dangerous routes, we choose drivers with proven safe travel experience over other nearby drivers online.

Safety
during rides

Insurance

Insurance during rides

During rides, the life and health of the passenger are insured for the sum of 2 000 000 RUB in case of a car accident. This doesn’t require any additional payment. You’re covered from the moment the driver clicks “On route” until the moment the ride ends.

  • To get the insurance payment, the injured person needs to collect the documents confirming the accident and the injury: the document about the accident and the document from the passenger’s medical records.

  • Then, contact service support and provide the documents.

  • Service support will assist the passenger at all stages of communication with the insurance company.

Financial security

Secure bank card
payments

The security of card payments in Yandex Go meets the international PCI DSS standards. It was developed by the international payment systems Visa, MasterCard, American Express, and others.

We use the AES-256 algorithm for encryption.

Reaction to suspicious operations

Our own security system helps detect suspicious operations and payments with the use of stolen bank cards. Such transactions are instantly blocked.

If a user’s funds were used illegally, they should contact support immediately. We can usually return the money within one hour after the application.

Corporate paymentssecurity

We provide additional security for corporate cards and group accounts. Their users can connect a virtual number to their Yandex Go account and enable the dual-factor authentication via SMS.

We inform users how
to protect their funds

Our clients can safely use bank cards to pay for the services if they follow simple rules.

  • Don't tell strangers the card number, its expiry date, information about the bank and the owner, or PIN and CVV2.

  • If the card is missing, quickly contact the bank and ask them to block it.

  • Don't use other people's devices, public computers or unprotected networks to access your online banking.

Privacy

Personal data protection

Everything the users enter in the application is protected in accordance with the law and security standards.

  • Personal information is processed without employees having direct access and in accordance with the company policy.

  • We carefully protect the data in secure Yandex servers.

Phone number
encryption

To protect your data, we encrypt your phone number, so that the driver can’t see it in their application.

Scooters

Scooter rides rules

Before allowing users to ride a scooter, we give them a short tutorial directly in the app where we explain the rules for riding safely, including these recommendations:

  • only persons over 18 may ride our scooters

  • ride only sober — riding a scooter comes with responsibility

  • scooters can accommodate one rider at a time

  • follow traffic laws: observe speed limits, give way to pedestrians, dismount when crossing the street, and use the designated bike lane if there is one. And only use the bell if it's an emergency

  • we advise you wear a helmet

  • you can't use your smartphone or headphones while riding

  • hold the handlebar with both hands

  • accelerate gradually and brake smoothly

  • be cautious when it's raining

  • only leave scooters in designated parking areas

Speed limit
for scooters

Our scooters have a maximum speed limit of 25 km/h (20 km/h in Saint Petersburg and Kazan).
You can also come across "slow zones" where the scooter will smoothly slow down to 15 km/h or 6 km/h.
And there are "red zones" where you can't ride, and the speed will gradually drop to 0 km/h. You can see these zones on the map in the Yandex Go app before starting your ride.

Ride safely

During any ride on a scooter rented in Yandex Go, the life, health, and civil responsibility of the user are insured for the sum of up to 2 000 000 RUB. The insurance is effective from the moment the user presses the “Start the ride” button and ends when they press the “Finish the ride” button.

Read the details here.

Child safety
in rides

Drivers with “Сhild” rates

Drivers in the Kids service class meet our special requirements. They have high ratings and their cars also meet special requirements. They always have a child seat in the rear.

Drivers also take a course developed together with the psychologists of the Preschool Education and Family Upbringing Institute. The drivers learn how to behave if a child is upset.

Reliable child safety seats, booster seats, and cradles

Rides in this service class are only possible if the child is properly buckled up in a cradle, booster seat, or child safety seat. It's unsafe and prohibited by traffic rules to buckle up children with regular seat belts or for them to ride in the parent's arms. If a parent doesn't comply with the rules, the driver may ask the user to cancel the ride request.

Children under 7 must always ride in a child safety seat. After 7, they no longer need a special seat and can ride in the back wearing a regular seatbelt. 
Children between the ages of 7 and 11 may also sit in the front but only if using a booster seat or child safety seat. All drivers in the Kids service class know how to properly secure children.

Tue Oct 01 2024 00:54:44 GMT+0300 (Moscow Standard Time)