Yandex Go Internal Complaint-Handling System Rules

These Yandex Go Internal Complaint-Handling System Rules ("Rules") regulate the terms of Yandex Go (Ridetech international B.V., registered at Schiphol Boulevard 291, 1118 BH Schiphol, the Netherlands) handling complaints (“Complaints”) under the DSA Regulation.

Complaint handling by Yandex Go

According to the DSA regulations Yandex Go provides to the users of Yandex Go ride hailing platform as well as to the individuals or entities that have submitted a notice, with access to Yandex Go internal complaint-handling system (link to the previous page) that enables them to lodge complaints, electronically and free of charge, against

- the decision taken by Yandex Go upon the receipt of a notice or

- against the following decisions taken by Yandex Go on the grounds that the information provided by the recipients constitutes illegal content or is incompatible with its terms and conditions:

(i) decisions whether or not to remove or disable access to or restrict visibility of the information;

(ii) decisions whether or not to suspend or terminate the provision of the service, in whole or in part, to the users;

(iii) decisions whether or not to suspend or terminate the users’ Yandex Go account;

(Iv) decisions whether or not to suspend, terminate or otherwise restrict the ability to monetise information provided by the recipients.

Yandex Go will handle complaints in a timely, non-discriminatory, diligent and non-arbitrary manner in line with provisions of DSA. Yandex Go shall inform complainants without undue delay of its reasoned decision in respect of the information to which the complaint relates and of the possibility of out-of-court dispute settlement and other available possibilities for redress.

Please not, that Yandex Go is not obliged to process the complaint under these Rules if the lodged complaint is (1) unfounded (2) may be qualified as obviously fictitious or fraudulent (3) addresses the subject already addresses in the previous solved complaint on the same matter (4) is submitted later than 6 months as of the date on which the complainant first became aware or should have reasonably become aware of the circumstances giving rise to the complaint.

Mediation and out-of-court dispute settlement

A user who is dissatisfied with the decision made under these Rules by Yandex Go including the cases of complaints that have not been resolved by means of Yandex Go internal complaint-handling system may refer the matter to any certified out-of-court dispute settlement body in the Netherlands in line with the provisions of DSA without prejudice to the right of the recipient of the service concerned to initiate, at any stage, proceedings to contest those decisions by the providers of online platforms before a court in accordance with the applicable law

Yandex Go may refuse to engage with such out-of-court dispute settlement body if a dispute has already been resolved concerning the same information and the same grounds of alleged illegality or incompatibility of content.

The certified out-of-court dispute settlement body shall not have the power to impose a binding settlement of the dispute on the parties.

Certified out-of-court dispute settlement bodies shall make their decisions available to the parties within a reasonable period of time and no later than 90 calendar days after the receipt of the complaint. In the case of highly complex disputes, the certified out-of-court dispute settlement body may, at its own discretion, extend the 90 calendar day period for an additional period that shall not exceed 90 days, resulting in a maximum total duration of 180 days.

For the users, the dispute settlement shall be available free of charge or at a nominal fee.