Quality rules for drivers

These rules are for ByFly Taxi drivers. They supplement the Driver agreement and the Restrictions and blocking rules and explain how they are applied in practice.

You can see your rating, warnings and measures in the driver app: menu → «Quality and penalties».

ByFly does not charge money fines: no quality measure takes money from your balance. Only what the driver agreement lists is deducted from the balance (clause 3.1) — for example, the operator fee for cash trips.

Fines for traffic violations or for working without documents or insurance are imposed by the state, not by ByFly. The main ones are listed in the Driver memo.

The rules change only by a new edition and apply to the future (Restrictions and blocking rules, clause 4).

After a trip, the rider can rate it from 1 to 5 stars and mark what they liked or did not like. A rating can be given within 7 days after the trip, one per trip.

Your rating is the average of the last 100 ratings. Until you have 5 ratings, there is no rating: the app shows «—».

The standard is 4.5 or higher. If your rating is lower, a warning appears in the app (clause 3.2). Access to orders is never closed for the rating alone.

After giving 1–3 stars, the rider can choose «Don't assign this driver to me»: you will not get their orders for 180 days. This is not a measure — other orders come as usual.

You rate riders too and can choose «Don't match me with this rider again» — you will not get their orders any more.

ByFly Taxi watches four indicators. If an indicator goes beyond the standard, the «Quality and penalties» screen shows a warning and a tip on how to fix it.

Rating — the standard is 4.5 or higher. Below it: «Your rating is below the 4.5 standard». How to fix: «Complete orders without complaints and your rating will go up».

Cancellations after accepting an order — no more than 10% of orders. Above it: «Cancellations after accepting are above 10%». How to fix: «Complete 20 orders in a row without canceling». Cancellations for a valid reason — «Rider asked to cancel», «Wrong pickup point», «Unsafe to ride» or a car breakdown — do not count.

On-time pickup — at least 90% of orders. Below it: «Late arrivals for pickup are above the standard». How to fix: «Accept orders you can reach on time».

Rider complaints — no more than 3. Above it: «Passenger complaints are above the standard». How to fix: «Follow the communication rules and keep your car clean».

A warning about an indicator is a tip, not a measure: it does not close the line, does not lower your income and does not lead to measures by itself.

The price is the one the rider saw when ordering. You may not raise it, take money above it or ask for extra payment.

Be polite with riders and keep the car clean. When rating a trip, riders mark rudeness, smoking, the cleanliness of the car and the driving.

A child under 12 needs a child seat or a booster; in the front seat — only a child seat. Without a seat you may refuse such a trip — your rating will not drop. Do not drop off a child under 16 travelling without parents before the destination.

Phone while driving — only in a holder, as a navigator; talk only via speakerphone or headphones. Accepting orders, messaging the rider and taking photos — only when stopped.

Call and message riders only through the app. Do not save or pass on a rider's number or data.

Calls through the app are recorded, and both sides hear a notice. Do not record the cabin with your own phone, all the time or secretly; a dashcam in the cabin — only with a warning sticker (Trip and call recording rules).

Skipping orders is not a violation, so there are no penalties for it. Whether to take an order is up to you.

If you do not respond to three offers in a row, the app sets the pause «Paused: three offers went unanswered» so that orders do not come while you are away from your phone. Remove it yourself with «Go online». The pause does not affect your rating, income or measures (Driver agreement, clause 3.2).

Refusing a trip with a child when there is no child seat (clause 4.3) is not a violation.

Refusing advertising messages and the use of your data for advertising is not a reason for restrictions (Driver memo, section 7).

Reporting map errors is optional and does not affect orders, rating or income (Driver memo, section 4).

Documents. No valid documents or a document has expired — «A document has expired — please upload a new one». The app warns you in advance before a document expires.

Referral to a medical check. After a rider complains about signs of intoxication, a ByFly employee may refer you to a medical check at a licensed medical organization. You can go online once the certificate is uploaded and checked by an employee. If you disagree with the referral, write to support in the app: the answer comes within 3 business days (Driver agreement, clause 2.2).

The medical check before and after a shift is the carrier's duty under the law; ByFly does not carry it out or check it (Driver agreement, clause 2.1).

The pre-shift check in the app (AI or a short video) is not enabled now. Before it is enabled, the app will tell you and ask for your consent (Driver agreement, clause 2.3).

Rest. If you have been on orders for a long time, the app asks you to take a break and shows when you can go online again.

Balance. If the debt is over the limit — «Please top up your balance: the debt is over the limit». You can go online after topping up; the app takes you off the line after the current order (Driver agreement, clause 3.1).

Required consents. Without the required documents accepted (agreement, data processing, call recording) — «Accept the required documents to go online». Access opens right after you accept.

Types of measures — as they are named in the app:

• Information — a message; restricts nothing.
• Warning — restricts nothing; you have 7 days to fix the issue.
• Restriction — you can go online; what is restricted and for how long is shown in the measure card.
• Suspension — you cannot go online until the date in the card.
• Paused pending review — in case of a safety threat or fraud: the line is closed until a manager reviews the case, for no longer than 24 hours.
• Paused until face check — the line is closed until you take a photo of your face in the app and it is compared with your documents.
• Level decrease — the driver's level goes down; the previous and the new level are shown in the measure card.
• Deactivation — access to the service is closed. You can apply again after a year; after deactivation for a safety threat or fraud, reconnection is not provided.

Only a suspension, a pause pending review, a pause until face check and deactivation keep you off the line — and only on the grounds in section 8.

Automatically, by the rules, the system can apply only soft measures: information, a warning, a restriction or suspension of no more than 24 hours (except safety and fraud cases), a pause pending review and a pause until face check. A measure longer than 24 hours and deactivation are applied only by a ByFly employee.

The measure card shows the point of these rules, the category, the reason, when and in which order it happened, the evidence (track, time, speed, the order chat, complaint text, photo, video, document), who decided — «Automatically, by the rules» or «ByFly employee», the term, what to do and the «Appeal» button.

Categories of measures: trip quality, rating, order cancellations, behavior, safety, payment rule violation.

The driver is notified of each measure with the reason and the term (Restrictions and blocking rules, clause 2).

A threat to the rider's safety.

Forged documents.

Handing the account over to another person.

Payment fraud.

Systematic justified complaints.

Driver intoxication confirmed by a medical organization.

Substituting the driver at the pre-shift check or behind the wheel.

New grounds are introduced only by a new edition of the rules and apply to the future (Restrictions and blocking rules, clause 4).

You can appeal a measure in the app: «Quality and penalties» → the measure → «Appeal». Describe what happened (up to 4,000 characters) and attach up to 10 photos.

You have 90 days to appeal.

An employee's first response — within 24 hours. A decision on an automatic measure — within 72 hours; if there is no decision, the measure is lifted automatically (except safety and fraud measures). On a measure applied by an employee — up to 7 days. In any case — no later than 10 business days (Restrictions and blocking rules, clause 3).

On a referral to a medical check and on a pre-shift check, the answer comes within 3 business days (Driver agreement, clauses 2.2, 2.3).

While an appeal is being reviewed, a safety measure stays in force; others — as the support service decides (Restrictions and blocking rules, clause 3).

The outcome — «Measure upheld», «Measure lifted» or «Measure reduced» — appears in the measure card.