About violations

Following the service standards is a mandatory condition for successful cooperation with Yango

These rules are valid for all couriers, so they allow us to maintain high quality of deliveries and trust of users, which means more orders.

We often ask you to repeat the standards and use quality reports to show you how things are going so that you can take control in good time. But if any of the standards are breached, regulatory action is automatically taken. We will tell you in detail what you should not do and what happens if you do go against the rules — all possible violations are divided into groups.

Ordering

1. Failure to accept orders — switching on auto-acceptance, deprivation of the ‘minimum’.

2. You clicked ‘Transmitted order’, but the customer did not receive it — 1000 NPR.

3. Delivered a damaged order (for example, when the courier carries pizzas, pies, khachapuri vertically) — deterioration of the quality report.

4. Order cancellation due to the courier’s fault — 1000 NPR. For example, if the courier was very late, refused to deliver the order, if the service was unable to reach the courier, or in other situations. Or damaged the order and it cannot be delivered. If something happened to you on the slot and the order was cancelled through no fault of your own, you can dispute the adjustment through support.

5. Frequent and long delays in the restaurant and when handing over to the customer — deterioration of the quality report.

6. Confusion in packages with dishes and products in a multi-order — deterioration of the quality report.

Using the app

1. Cancellation of orders — forfeiture of the ‘minimum’.

2. Violation of the planned slot schedule:

   • for lateness up to 30 minutes late, the ‘minimum’ for the missed time will be reset

   • violation of the planned slot schedule: for not showing up for a slot or leaving early there will be an adjustment — the ‘minimum’ multiplied by the number of hours of the missed slot.

   As a reminder: you can reduce the adjustment for not showing up for a slot or leaving early if you enter a new planned slot for the missed time. For example, if you fail to leave for the 11:00 am to 4:00 pm slot and leave for the new 12:00 pm to 4:00 pm slot, the adjustment will only be for the 11:00 am to 12:00 pm time.

3. Going offline on an active slot — forfeiture of the ‘minimum’.

4. Using the application to substitute your geolocation — deprivation of the ‘minimum’, deterioration of the quality report, temporary restriction of access to orders.

5. Putting statuses through support — deterioration of the quality report.

6. Transferring your Yango Pro account to another person — restricting access to orders.

Courier etiquette

1. Attempts to deceive support — deterioration of quality report.

2. Rude or aggressive behaviour towards customers, support, restaurant and shop staff — deterioration of quality report or restricted access to orders.

3. Deliveries under the influence of alcohol or drugs — restricted access to orders.

4. Ignoring comments on orders — deterioration of quality report.

5. Deliveries without thermal bag and uniform or with dirty equipment — deterioration of quality report.