Operator Terms and Conditions

Activity Quality Standards

Minimum Standards for Tour Listings on WeWander Platform

1. Purpose and Scope

1.1 Overview

This document defines minimum quality standards that all Activities listed on WeWander Platform must meet. These standards ensure:

• Consistent, professional presentation across all tours
• Transparent and accurate information for Travelers
• Positive booking experience that reflects well on both Operator and WeWander
• Compliance with consumer protection laws

1.2 Enforcement

• All Activities are subject to automated and manual quality review before activation
• WeWander may suspend or reject listings that fail to meet these standards (Main Terms Section 10.5)
• Repeated quality violations may result in Account warnings or termination (Main Terms Section 14)

1.3 Improvement Support

• WeWander provides listing optimization tips and examples in Help Center
• Operators may request listing review assistance via hello@wewander.tours
• Quality standards are guidelines for success, not punitive measures

2. Activity Title and Description

2.1 Activity Title Requirements

Format:

• Length: 10-80 characters (optimal: 40-60 characters)
• Language: Clear, grammatically correct English and/or Russian
• Content: Descriptive, specific, and engaging

Required Elements:

• Primary activity type (e.g., "Food Tour," "Hiking," "Museum Visit")
• Key differentiator or location (e.g., "Sunset," "Old Town," "Local Markets")

Examples of Good Titles:

• ✅ "Vilnius Old Town Food & History Walking Tour"
• ✅ "Trakai Castle Half-Day Trip with Local Guide"
• ✅ "Traditional Lithuanian Cooking Class in Kaunas"

Examples of Poor Titles:

• ❌ "Tour" (too vague)
• ❌ "BEST TOUR IN VILNIUS!!!" (excessive caps, clickbait)
• ❌ "See the city and learn about culture and history and food" (too long, rambling)

Prohibited in Titles:

• All-caps words (except acronyms like "UNESCO")
• Emoji or special characters (except &, -, /)
• Pricing information (e.g., "Only €20!")
• Superlatives without justification ("World's Best Tour")

2.2 Activity Description Requirements

Length:

• Minimum: 200 words
• Recommended: 300-600 words
• Maximum: 1,500 words

Required Sections:

(a) Overview (2-3 sentences):

• What is this tour about?
• Who is it for?
• What makes it unique?

Example:

"Join a local chef for a hands-on cooking class in a traditional Lithuanian farmhouse. Perfect for food lovers and families, this 4-hour experience teaches you to make cepelinai (potato dumplings), beet soup, and rye bread from scratch. You'll enjoy your creations together while learning about Lithuanian culinary history."

(b) Detailed Itinerary or Activity Flow:

• Step-by-step breakdown of what Travelers will do
• Approximate timing for each segment
• Key sights, stops, or activities

Example:

10:00 AM: Meet at Town Hall Square. Introduction to Vilnius history.
10:30 AM: Walk to Cathedral Square, exploring narrow cobblestone streets.
11:00 AM: Visit Gediminas Tower (entrance included). Panoramic city views.
12:00 PM: Stop at local café for traditional kibinai pastry tasting (included).
12:30 PM: End at Gates of Dawn. Q&A and recommendations for rest of day.

(c) What's Included:

• Entrance fees, meals, drinks, equipment, transportation
• Be specific (e.g., "Light lunch: sandwich, fruit, water" not just "Lunch")

(d) What's NOT Included (if applicable):

• Personal expenses, tips, optional add-ons
• Items Travelers should bring (e.g., "Hiking boots," "Sunscreen")

(e) Meeting Point and Logistics:

• Exact meeting location (address or landmark)
• How to recognize guide (e.g., "Look for guide with red umbrella")
• Transportation to/from meeting point (if provided)

(f) Important Notes:

• Fitness level required (e.g., "Moderate fitness: 2 hours walking on uneven terrain")
• Accessibility (e.g., "Wheelchair accessible" or "Not suitable for wheelchairs")
• Age restrictions (e.g., "Minimum age 12")
• Weather contingencies (e.g., "Tour runs rain or shine. Bring umbrella.")

Tone and Style:

• ✅ Engaging, conversational, but professional
• ✅ Focus on Traveler experience ("You will...", "We'll explore...")
• ❌ Avoid excessive marketing hype or sales language
• ❌ Avoid personal opinions disguised as facts ("This is the most beautiful church in Europe" → "This 16th-century church is known for its Gothic architecture")

2.3 Language Quality

Grammar and Spelling:

• Descriptions must be free of major grammar or spelling errors
• Minor errors acceptable for non-native speakers, but must be understandable
• WeWander may suggest edits for clarity

Translations:

• If Activity is offered in multiple languages, provide description in each language
• Translations must be accurate (not machine-translated without review)
• If only one language available, clearly state in "Languages Offered" field

3. Photography and Visual Content

3.1 Photo Requirements

Minimum Required Photos:

• Main Hero Photo: 1 high-quality image (featured in search results)
• Gallery Photos: Minimum 4 additional photos (total 5 photos)

Recommended:

• 8-12 photos showing variety of tour aspects
• Mix of wide shots (location), medium shots (activities), close-ups (details)

3.2 Photo Quality Standards

Technical Requirements:

• Resolution: Minimum 1920x1080 pixels (Full HD)
• Aspect Ratio: 16:9 or 4:3 (no extreme crops)
• File Format: JPEG, PNG, or WebP
• File Size: Maximum 5MB per photo (Platform auto-compresses)

Visual Quality:

• ✅ Clear, well-lit, in-focus images
• ✅ Colors should be natural and accurate (no over-saturation)
• ✅ Properly framed and composed
• ❌ No blurry, pixelated, or dark images
• ❌ No excessive filters or heavy editing
• ❌ No watermarks or logos (except small, subtle branding)

3.3 Photo Content Guidelines

What to Show:

• Actual tour locations and activities (not stock photos of unrelated places)
• Real participants enjoying the tour (if faces visible, must have photo release)
• Tour guide or host (builds trust and connection)
• Key highlights mentioned in description
• Unique aspects that differentiate your tour

Examples of Good Photos:

• ✅ Group of Travelers cooking in kitchen with chef
• ✅ Scenic view from hiking trail on your tour
• ✅ Close-up of traditional dish served on tour
• ✅ Guide explaining historical site to group

Examples of Poor Photos:

• ❌ Generic stock photo of Vilnius not from your actual tour
• ❌ Blurry selfie taken in low light
• ❌ Photo with watermark from another tour company
• ❌ Unrelated image (e.g., sunset photo on a cooking class listing)

3.4 Prohibited Photo Content

Absolutely Not Allowed:

• Copyrighted images used without permission
• Photos featuring minors without parental consent
• Misleading photos (showing locations not actually visited)
• Offensive, violent, or sexually explicit content
• Photos violating third-party privacy rights

Penalties:

• First violation: Warning and requirement to replace photos within 7 days
• Repeat violations: Listing suspension or Account termination

4. Pricing and Availability

4.1 Pricing Transparency

Clear Pricing Display:

• Base price must be clearly stated per person or per group
• If pricing varies by group size, show pricing table or range
• All mandatory fees must be included in displayed price
• Optional add-ons may be shown separately

Example (Group Tour):

€45 per person
(Minimum 4 participants, maximum 12)
Includes: Entrance fees, lunch, guide

Example (Private Tour):

€180 for up to 4 people
€30 for each additional person (max 8 total)
Includes: Private guide, hotel pickup, entrance fees

4.2 Dynamic Pricing and Discounts

Permitted:

• Seasonal pricing (e.g., higher in summer)
• Early-bird discounts (e.g., "Book 30 days in advance: 10% off")
• Group discounts (e.g., "Groups of 6+: 15% off")
• Last-minute discounts (Operator's discretion)

Requirements:

• Discounts must be applied consistently (not discriminatory)
• Original price must be genuine (no fake "discounts" from inflated base price)
• Terms of discount clearly stated

Prohibited:

• Bait-and-switch pricing (showing low price, adding mandatory fees at checkout)
• Discriminatory pricing based on nationality, race, gender, etc.

4.3 Availability Accuracy

Calendar Management:

• Operators must maintain up-to-date availability calendar
• Block dates when tour is unavailable (holidays, sold out, personal time off)
• Update availability within 24 hours of receiving booking (auto-confirmed bookings update automatically)

Request-Only Mode:

• If tour operates on request-only basis, clearly state: "This tour runs by request. Operator will confirm availability within 24-48 hours."
• Respond to requests within 48 hours (Main Terms Section 8.2)

Penalties for Inaccurate Availability:

• If Operator accepts booking but later cancels due to unavailability: Counts toward operator cancellation limits (Main Terms Section 7.4)
• If pattern of false availability: Listing suspension or Account termination

5. Booking Terms and Policies

5.1 Cancellation Policy Display

Requirement:

• Every Activity must have clearly stated cancellation policy
• Choose from Platform presets (Flexible, Moderate, Strict, Non-Refundable) or create custom policy
• Policy must be visible on Activity page before booking

Policy Clarity:

• Use plain language (e.g., "Free cancellation up to 24 hours before tour starts")
• State refund percentages and deadlines
• Explain what happens if Traveler is late or no-show

Reference: See Main Terms Section 7 and Cancellation Policy Presets in Platform settings.

5.2 Minimum and Maximum Participants

Group Tours:

• If tour has minimum participants requirement, clearly state in description
• Example: "This tour requires minimum 4 participants. If minimum not met, we'll contact you 48 hours before tour with option to reschedule or receive full refund."

Private Tours:

• State maximum group size (e.g., "Private tour for up to 6 people")
• Clarify pricing for exceeding base group size

5.3 Age and Physical Requirements

Age Restrictions:

• Clearly state minimum age (e.g., "Ages 12+")
• If children allowed, specify if child pricing available
• If family-friendly, mention in description

Fitness/Accessibility:

• Honestly describe physical requirements (e.g., "Moderate fitness required: 3 hours walking, some stairs")
• State if wheelchair accessible, if mobility aids accommodated, etc.
• If tour is NOT accessible, state clearly (e.g., "Not suitable for wheelchairs due to cobblestone streets and stairs")

Examples:

• ✅ "Suitable for all fitness levels. Mostly flat terrain, frequent stops."
• ✅ "Challenging hike: 6km uphill, steep and rocky in sections. Good fitness required."
• ❌ "Easy tour" (vague - easy for whom?)

6. Customer Communication

6.1 Pre-Tour Communication

Confirmation and Details:

• Send booking confirmation within 24 hours (auto-sent by Platform, but Operator may add personal note)
• Send pre-tour details 48 hours before tour:
  • Final meeting point and time
  • What to bring (clothing, gear, documents)
  • Emergency contact number
  • Weather contingency plan

Response Times:

• Respond to Traveler messages within 24 hours on business days
• If Traveler asks urgent question day-of-tour, respond ASAP (within 2 hours if possible)

6.2 Day-of-Tour Communication

Meeting Protocol:

• Arrive at meeting point 10 minutes early
• Be easily identifiable (sign, branded clothing, description in pre-tour email)
• Wait at least 15 minutes past start time for late Travelers
• If Traveler no-shows without notice, document and notify WeWander

No-Show Policy:

• If Traveler doesn't arrive and doesn't respond to calls/messages, tour may proceed
• No-show Travelers forfeit tour per cancellation policy
• Operator must attempt to contact Traveler (call, text, email) before declaring no-show

6.3 Post-Tour Communication

Review Requests:

• Operators may politely request review after tour
• ✅ "We'd love to hear about your experience! Please consider leaving a review on WeWander."
• ❌ Do NOT offer incentives for positive reviews (e.g., "Leave 5-star review, get 10% off next tour")
• ❌ Do NOT pressure or harass Travelers for reviews

Follow-Up:

• Sending thank-you email or photo album is encouraged
• Sending marketing for future tours is allowed ONLY if Traveler opted in
• See Exhibit A (Data Protection) for rules on Traveler data use

7. Professional Conduct

7.1 Guide Qualifications

Minimum Standards:

• Guides must be knowledgeable about tour subject matter
• Guides must speak advertised languages fluently
• Guides must be friendly, punctual, and professional

Certifications (if applicable):

• If tour requires certification (e.g., diving, rock climbing), guide must hold valid certification
• Upload copy of certification to Account (renewed before expiration)

Training:

• Guides should be trained in:
  • Customer service and conflict resolution
  • Basic first aid (recommended, required for adventure tours)
  • Safety protocols (Exhibit C)

7.2 Presentation and Behavior

Appearance:

• Guides should be clean, well-groomed, and appropriately dressed for activity
• Branded clothing recommended but not required

Behavior:

• Professional, respectful, inclusive toward all Travelers regardless of nationality, age, gender, religion, etc.
• No tolerance for discrimination, harassment, or inappropriate conduct
• No alcohol or drugs during tours (alcohol tasting tours excepted)

Prohibited Conduct:

• Making offensive jokes or political rants
• Pressuring Travelers to tip or buy products
• Engaging in romantic/sexual advances toward Travelers
• Using tour as platform for personal agenda (religious proselytizing, political activism)

Penalties:

• Conduct complaints will be investigated (Main Terms Section 10.4)
• Serious violations result in immediate suspension or Account termination

8. Health, Safety, and Accessibility

8.1 Safety Information

Hazard Disclosure:

• Clearly disclose any inherent risks (e.g., "Swimming in open water," "Wildlife encounters," "High altitudes")
• Provide safety guidelines in pre-tour communication
• Ensure Travelers sign waivers if required by insurance or local law

Emergency Preparedness:

• Carry first aid kit on all tours
• Have emergency contact plan (nearest hospital, emergency services number)
• Guide must have working mobile phone

Reference: See Exhibit C (Safety and Ethical Standards) for detailed requirements.

8.2 Accessibility Accommodations

Disclosure:

• Honestly describe accessibility limitations
• If tour can accommodate wheelchairs, mobility aids, visual/hearing impairments, state clearly
• If tour cannot accommodate specific needs, state clearly (better to be honest than have Traveler arrive and be unable to participate)

Reasonable Accommodations:

• If Traveler requests accommodation (e.g., "I have hearing impairment, can guide use microphone?"), make reasonable effort to accommodate
• If accommodation not possible, offer alternative or full refund

9. Food, Beverage, and Dietary Requirements

9.1 Food Safety

If Tour Includes Food:

• Food must be prepared in clean, safe environment
• Comply with local health and food safety regulations
• Disclose allergen information (common allergens: nuts, dairy, gluten, shellfish)

Alcohol Service:

• Comply with local alcohol laws (minimum age, licensing)
• Do not serve alcohol to visibly intoxicated individuals
• Encourage responsible consumption

9.2 Dietary Accommodations

Disclosure:

• Ask Travelers about dietary restrictions during booking (Platform prompts this)
• Make reasonable effort to accommodate:
  • Vegetarian / Vegan
  • Gluten-free / Dairy-free
  • Religious restrictions (halal, kosher)
  • Allergies

Limitations:

• If specific restriction cannot be accommodated, inform Traveler in advance and offer alternative or refund

10. Content Accuracy and Updates

10.1 Ongoing Accuracy

Operator Responsibility:

• Activity descriptions, photos, pricing, and policies must remain accurate
• Update listing within 7 days if material changes occur:
  • Change in itinerary
  • Change in inclusions (e.g., entrance fee no longer included)
  • Change in meeting point
  • Change in duration

Penalties for Inaccuracy:

• If Travelers arrive expecting something not delivered (e.g., "Lunch included" but no lunch provided):
  • Operator must provide refund or compensation
  • Counts as quality violation
  • Pattern of inaccuracy → Account suspension

10.2 Seasonal or Temporary Changes

Permitted:

• Seasonal variations (e.g., "Summer: hiking in mountains. Winter: snowshoeing.")
• Temporary closures (e.g., "Cathedral undergoing renovation until June 2026. Tour visits alternative site.")

Requirements:

• Clearly state seasonal variations in description
• Notify Travelers if tour differs from listing at time of booking

11. Reviews and Ratings

11.1 Review Display

• All Traveler reviews are displayed publicly on Activity page
• Operators may respond to reviews (encouraged)
• WeWander does not remove negative reviews unless they violate review guidelines (profanity, personal attacks, false statements)

11.2 Responding to Reviews

Best Practices:

• Thank Travelers for positive reviews
• For negative reviews, respond professionally:
  • Acknowledge concern
  • Apologize if appropriate
  • Explain what steps taken to improve
  • Offer resolution if complaint valid

Prohibited:

• Arguing with Travelers
• Personal attacks or insults
• Revealing Traveler's personal information
• Fake reviews (writing reviews for own tour, paying for reviews)

Example (Good Response to Negative Review):

"Thank you for your feedback. We're sorry the tour didn't meet your expectations regarding pacing. We've adjusted our itinerary to allow more time at each stop. We hope you'll consider joining us again in the future."

Example (Bad Response):

"This review is unfair! You were late and complained the whole time. We won't accept customers like you again."

12. Quality Improvement Program

12.1 Quality Monitoring

WeWander monitors Activity quality via:

• Automated Checks: Photo resolution, description length, missing required fields
• Traveler Feedback: Reviews, ratings, complaints
• Manual Review: Random spot-checks of listings

12.2 Quality Scores and Incentives

Performance Metrics:

• Star Rating: Average of Traveler reviews (1-5 stars)
• Response Rate: % of messages answered within 24 hours
• Cancellation Rate: % of tours cancelled by Operator
• Acceptance Rate: % of date requests accepted (for request-only tours)

Quality Tiers:

• Standard Operator: Meets minimum standards
• Verified Operator: 4.5+ stars, <5% cancellation rate, 90%+ response rate (badge on profile)
• Premier Operator: 4.8+ stars, <2% cancellation rate, 95%+ response rate, 50+ completed tours (priority in search results)

12.3 Quality Improvement Plans

If Operator Falls Below Standards:

• Star rating < 3.5: Warning email with improvement suggestions
• Cancellation rate > 10%: Temporary listing suspension, coaching on availability management
• Repeated quality violations: Account review, possible termination (Main Terms Section 14)

Support:

• WeWander offers free resources (Help Center guides, webinars, email support)
• Operators may request one-on-one consultation for listing improvement

13. Compliance and Audits

13.1 WeWander Audit Rights

WeWander may audit Activity compliance with these standards:

• Review photos, descriptions, pricing accuracy
• Send "mystery shopper" Travelers to assess tour quality
• Request documentation (insurance, licenses, certifications)

Cooperation Required:
Operators must respond to audit requests within 14 days (Main Terms Section 12).

13.2 Traveler Complaints

If WeWander receives complaint about Activity quality:

• WeWander will notify Operator and request explanation within 7 days
• Operator may provide evidence (photos, witness statements, etc.)
• WeWander will make final determination on whether violation occurred

Remedies:

• First minor violation: Warning
• Second violation or serious violation: €50-€500 fine (Main Terms Section 10.6)
• Pattern of violations: Account suspension or termination

14. Amendments

14.1 Updates to Standards

WeWander may update these Quality Standards:

• Minor updates: Effective immediately with email notification
• Major updates: 30 days' notice, opportunity to review and provide feedback

14.2 Continuous Improvement

WeWander welcomes Operator feedback on these standards:

• Email suggestions to feedback@wewander.tours
• Participate in Operator surveys and focus groups

15. Acknowledgment

By accepting the Main Terms, Operator acknowledges that:

1. Operator has read and understood these Activity Quality Standards.
2. Operator will ensure all Activities meet or exceed minimum standards.
3. Operator will update listings promptly if information changes.
4. Operator understands that quality violations may result in warnings, fines, listing suspension, or Account termination.
5. Operator will prioritize Traveler experience and honest, accurate representation of Activities.