Operator Terms and Conditions

Safety and Ethical Standards

Mandatory Safety and Ethics Requirements for WeWander Operators

1. Purpose and Scope

1.1 Overview

This document establishes mandatory safety and ethical standards for all Activities on WeWander Platform. These requirements:

• Protect Traveler health, safety, and wellbeing
• Ensure ethical treatment of people, animals, and environment
• Maintain WeWander's reputation as responsible tourism platform
• Comply with EU and Lithuanian safety regulations

1.2 Zero-Tolerance Violations

The following violations result in immediate Account termination with no warning:

• Causing serious injury or death due to gross negligence
• Human trafficking, sexual exploitation, or child endangerment
• Animal cruelty or abuse
• Operating illegal activities disguised as tours
• Fraud or intentional deception putting Travelers at risk

1.3 Operator's Duty of Care

Operators have affirmative duty to:

• Assess and mitigate foreseeable risks
• Warn Travelers of inherent hazards
• Maintain equipment, facilities, and vehicles in safe condition
• Employ qualified staff with appropriate training
• Carry required insurance (Main Terms Section 9)
• Comply with all applicable laws and regulations

Negligence Standard:
Operators are liable for harm caused by failure to exercise reasonable care expected of professional tour operator in similar circumstances.

2. Risk Assessment and Management

2.1 Written Risk Assessment (Required for All Tours)

Requirement:
Operators must complete written risk assessment for each Activity, identifying:

• Potential hazards (environmental, physical, health-related)
• Likelihood and severity of harm
• Mitigation measures and emergency protocols
• Residual risks Travelers must accept

Risk Assessment Template:
WeWander provides free template in Help Center. Operators may use own format if it covers required elements.

Frequency:

• Initial assessment before listing Activity
• Annual review and update
• Immediate update if incident occurs or conditions change (e.g., new route, different venue)

Document Retention:

• Keep risk assessments for 7 years
• Provide to WeWander upon request (audit, incident investigation)

2.2 Risk Categories

Low-Risk Activities:

• Walking tours in urban areas
• Museum or gallery visits
• Food tastings or cooking classes
• Cultural workshops (crafts, dance, music)

Mitigation: Basic safety briefing, first aid kit, emergency contact plan.

Medium-Risk Activities:

• Hiking or nature walks on established trails
• Cycling tours on paved roads or bike paths
• Water activities (kayaking, paddleboarding in calm waters)
• Food tours involving alcohol tasting
• Activities with children or elderly

Mitigation: Detailed safety briefing, equipment checks, trained guides, emergency action plan, participant fitness screening.

High-Risk Activities:

• Adventure sports (rock climbing, rappelling, paragliding, bungee jumping)
• Water sports (scuba diving, white-water rafting, surfing)
• Winter sports (skiing, snowboarding, ice climbing)
• Activities in remote wilderness areas
• Activities involving motorized vehicles (ATVs, jet skis)
• Multi-day expeditions

Mitigation: Certified guides, safety equipment inspections, emergency rescue plan, medical personnel on standby (if applicable), higher insurance coverage (€1M-€2M), participant medical screening.

2.3 Pre-Tour Safety Briefing

Required for All Tours:

• Explain potential hazards and how to avoid them
• Demonstrate proper use of equipment
• Establish communication signals (e.g., whistle blasts, hand signals)
• Identify emergency exits, assembly points, or safe zones
• Provide emergency contact numbers
• Answer Traveler questions

Duration:

• Low-risk: 5 minutes
• Medium-risk: 10-15 minutes
• High-risk: 15-30 minutes + equipment training

Documentation:
For high-risk activities, have Travelers sign acknowledgment of safety briefing and assumption of risk waiver.

3. Equipment and Facilities

3.1 Equipment Safety Standards

All Equipment Must:

• Comply with EU safety standards (CE marking where applicable)
• Be appropriate for intended use and participant size/weight
• Be regularly inspected and maintained per manufacturer guidelines
• Be replaced when worn, damaged, or expired

Examples:

• Helmets, harnesses, life jackets must be certified and within expiration date
• Bicycles must have working brakes, lights (if used after dark), proper tire inflation
• Cooking equipment must meet food safety standards
• Vehicles must pass annual safety inspections

Inspection Logs:

• Keep written records of equipment inspections (date, inspector, condition, repairs)
• High-risk equipment (climbing gear, diving tanks): Inspect before EACH use
• Medium-risk equipment (bicycles, kayaks): Inspect weekly or before each tour
• Low-risk equipment (cooking utensils, audio guides): Inspect monthly

3.2 Personal Protective Equipment (PPE)

Operator Must Provide:

• Safety equipment appropriate for activity (helmets, life jackets, harnesses, gloves, etc.)
• PPE must be offered in range of sizes (children to adults)
• PPE must be clean and sanitized between uses

Traveler Responsibility:

• Travelers must wear provided PPE when required
• Operators may refuse participation if Traveler refuses to use safety equipment

3.3 Facility Safety

If Tour Uses Fixed Facility (e.g., cooking studio, boat, indoor venue):

• Facility must comply with local building codes and safety regulations
• Fire exits clearly marked and unobstructed
• Fire extinguishers and smoke detectors installed and functional
• Adequate lighting and ventilation
• Accessible emergency exits
• First aid kit on premises

Inspections:

• Annual fire safety inspection (if required by local law)
• Document compliance and provide certificates to WeWander upon request

4. Guide Qualifications and Training

4.1 Minimum Guide Qualifications

All Guides Must:

• Be at least 18 years old (21+ for activities involving alcohol or high-risk sports)
• Speak advertised tour languages fluently
• Have knowledge of tour subject matter (history, culture, activity technique)
• Have completed Operator's internal safety training

Background Checks (Recommended, Required for Tours with Children):

• Criminal background check (no violent crimes, sexual offenses, fraud)
• Clean driving record (if tour involves driving)

4.2 Activity-Specific Certifications

Required Certifications:

Certification Uploads:

• Upload scanned copies to WeWander Account
• Renew certifications before expiration (auto-reminders sent 60 days prior)
• Failure to maintain valid certification → Activity suspension

4.3 First Aid Training

Required:

• All Guides: Basic First Aid & CPR certification (16-hour course minimum)
• High-Risk Activities: Wilderness First Aid (40-hour course) or Wilderness First Responder (80-hour course)

Renewal:

• First Aid/CPR: Every 2 years
• Wilderness certifications: Every 3 years

Accepted Providers:

• Red Cross, Red Crescent
• Wilderness Medical Associates, NOLS Wilderness Medicine
• National healthcare training organizations

4.4 Ongoing Training

Recommended Annual Training:

• Customer service and conflict de-escalation
• Cultural sensitivity and anti-discrimination
• Emergency response drills (simulate injury, lost participant, weather emergency)
• Equipment updates (new gear, technique improvements)

5. Emergency Preparedness

5.1 Emergency Action Plan (EAP)

Required for All Tours:

Written Emergency Action Plan must include:

(a) Emergency Contact Information:

• Local emergency services (ambulance, police, fire)
• Nearest hospital with 24-hour emergency room (name, address, phone, GPS coordinates)
• Operator emergency contact (reachable 24/7 during tour)
• WeWander emergency hotline (if established)

(b) Communication Plan:

• How guide will communicate with emergency services (mobile phone, satellite phone, radio)
• How guide will alert other staff or participants
• What information to provide to emergency dispatcher (location, nature of emergency, number of people)

(c) Evacuation Procedures:

• How to evacuate injured person from tour location
• Assembly points for group in case of separation
• Shelter-in-place procedures (if applicable, e.g., severe weather)

(d) Scenario-Specific Protocols:

• Medical emergency (injury, illness, allergic reaction)
• Lost participant (separation from group)
• Severe weather (lightning, storm, extreme heat/cold)
• Equipment failure (vehicle breakdown, gear malfunction)
• Security threat (crime, political unrest, wildlife encounter)

EAP Accessibility:

• Guides must carry EAP on all tours (physical copy or digital on phone)
• Staff must be trained on EAP (annual refresher)

5.2 First Aid Kits

Minimum Contents:

• Adhesive bandages (various sizes)
• Sterile gauze pads and adhesive tape
• Antiseptic wipes and antibiotic ointment
• Scissors and tweezers
• Disposable gloves (nitrile, multiple pairs)
• CPR face shield
• Elastic bandage (for sprains)
• Pain reliever (ibuprofen, acetaminophen)
• Antihistamine (for allergic reactions)
• Emergency blanket
• Whistle

High-Risk Activities Add:

• Splint materials
• Pressure bandages (for severe bleeding)
• EpiPen (if participants have known allergies)
• Tourniquet (for extreme bleeding)
• Emergency oxygen (for diving, high altitude)

Maintenance:

• Check kit monthly for expired items
• Replenish used supplies immediately after each tour

5.3 Incident Reporting

Immediate Reporting to WeWander (within 24 hours):

• Any injury requiring medical treatment beyond basic first aid
• Any near-miss incident that could have caused serious injury
• Any Traveler complaint related to safety
• Any equipment failure with potential safety impact
• Any emergency services involvement (ambulance, police, fire)

Incident Report Must Include:

• Date, time, location of incident
• Names of involved parties (Traveler, guide, witnesses)
• Description of what happened
• Actions taken (first aid, evacuation, medical treatment)
• Root cause analysis (what could have prevented incident)
• Corrective measures implemented

Email to: safety@wewander.tours (subject line: "INCIDENT REPORT - [Activity Name]")

Penalties for Non-Reporting:

• Failure to report serious incident: €1,000-€5,000 fine
• Pattern of unreported incidents: Account termination

6. Health and Medical Considerations

6.1 Pre-Tour Health Screening

Recommended for Medium-Risk Activities:

• Ask participants if they have medical conditions that could be affected by activity (heart disease, asthma, epilepsy, pregnancy, recent surgery)
• Provide questionnaire during booking process

Required for High-Risk Activities:

• Medical questionnaire (provided by WeWander template or Operator's own)
• Participants must disclose conditions and confirm fitness for activity
• Operator may refuse participation if risk too high (full refund provided)

Confidentiality:

• Medical information is sensitive personal data (GDPR Special Category, Article 9)
• Process only with explicit consent
• Store securely and delete after tour (unless needed for incident investigation)

6.2 Medications and Allergies

Guide Must Ask:

• "Does anyone have allergies we should know about?" (food, bee stings, medications)
• "Is anyone carrying EpiPen or other emergency medication?"

If Traveler Discloses:

• Note location of medication (in Traveler's backpack, guide carries it)
• Ensure guide knows how to use (basic EpiPen training recommended)
• Adjust tour if necessary (avoid allergens, stay near medical facilities)

6.3 Fitness and Age Requirements

Honest Assessment:

• Describe physical demands accurately in listing (Exhibit B)
• Examples: "6km uphill hike, 400m elevation gain, 3 hours"
• Recommend age ranges based on difficulty

Children:

• If tour accepts children, ensure safety measures appropriate for youngest age (e.g., smaller helmets, closer supervision)
• Consider requiring adult accompaniment (e.g., "Children under 12 must be with adult")

Pregnancy:

• High-risk activities should exclude pregnant participants (diving, paragliding, horseback riding)
• Medium-risk: Advise pregnant participants to consult doctor before booking

7. Environmental Responsibility

7.1 Leave No Trace Principles

All Tours Must:

• Minimize environmental impact (stay on trails, don't litter, don't disturb wildlife)
• Educate Travelers on responsible behavior
• Carry out all trash (including Traveler waste)
• Respect protected areas and follow local regulations (national parks, nature reserves)

Prohibited:

• Removing plants, rocks, or artifacts from natural or cultural sites
• Feeding wildlife or approaching animals (unless controlled, ethical wildlife tour)
• Damaging coral reefs, archaeological sites, or fragile ecosystems
• Off-trail hiking in protected areas

7.2 Sustainable Practices

Encouraged:

• Use reusable water bottles instead of single-use plastic
• Partner with local, sustainable suppliers (food, accommodations)
• Minimize vehicle emissions (walking tours, public transport, electric vehicles)
• Support conservation efforts (donate portion of proceeds, participate in clean-up days)

Carbon Offset (Optional but Encouraged):

• Calculate tour carbon footprint (transportation, meals, accommodations)
• Offer Travelers option to offset via verified carbon credits
• WeWander may provide carbon offset integration in future

8. Cultural Sensitivity and Ethics

8.1 Respectful Tourism

Operators Must:

• Respect local customs, traditions, and religious practices
• Educate Travelers on appropriate behavior (dress codes, photography etiquette, tipping customs)
• Ensure tours benefit local communities (employ locals, use local suppliers)

Examples:

• ✓ "When visiting mosque, women should cover shoulders and knees. Headscarves provided."
• ✓ "We'll visit local market. Please ask permission before photographing vendors."
• ✗ Taking Travelers to religious ceremonies they're not invited to
• ✗ Exploitative "poverty tourism" treating communities as spectacles

8.2 Anti-Discrimination Policy

Zero Tolerance:

• Operators must not discriminate based on:
  • Race, ethnicity, nationality
  • Religion or belief
  • Gender, gender identity, sexual orientation
  • Age (except safety-based restrictions)
  • Disability (except where accommodation is impossible)
  • Political opinions

Inclusive Practices:

• Welcome all Travelers regardless of background
• Make reasonable accommodations for disabilities (wheelchair access, visual/hearing aids)
• Use inclusive language (avoid assumptions about gender, relationships, religion)

Penalties:

• Discrimination complaints will be investigated
• Proven discrimination: Immediate Account termination

8.3 Harassment and Misconduct

Prohibited Conduct:

• Sexual harassment or unwanted romantic advances toward Travelers
• Verbal abuse, bullying, or intimidation
• Inappropriate physical contact
• Sharing Traveler personal information without consent
• Taking photos of Travelers without permission (or using them for marketing without consent)

Reporting:

• Travelers can report misconduct via WeWander Platform or email: conduct@wewander.tours
• WeWander investigates all reports (Main Terms Section 10.4)
• Serious violations: Immediate suspension during investigation

9. Animal Welfare (If Applicable)

9.1 Ethical Animal Interactions

If Tour Involves Animals, Operators Must:

• Ensure animals are treated humanely (no abuse, neglect, or exploitation)
• Provide adequate food, water, shelter, and veterinary care
• Not overwork animals (reasonable work hours, rest periods)
• Use humane training methods (no physical punishment or fear-based training)

Examples of Acceptable Animal Tours:

• Wildlife viewing in natural habitat (with proper distance)
• Ethical farm visits (animals not confined, well-cared for)
• Horseback riding with healthy, well-trained horses (proper saddles, weight limits, rest breaks)
• Responsible dog sledding (dogs bred for activity, enthusiastic, properly fed/housed)

Examples of Prohibited Animal Activities:

• Elephant rides with bullhooks or chains
• Swimming with captive dolphins in small tanks
• Petting drugged or declawed wild animals (tiger temples, etc.)
• Bullfighting or animal fighting
• Feeding wild animals in ways that harm them (e.g., bread to ducks)

9.2 Wildlife Tours

Responsible Wildlife Viewing:

• Maintain safe distance (no chasing, cornering, or provoking animals)
• Follow local wildlife viewing regulations
• Use qualified naturalist guides
• Educate Travelers on non-interference (don't feed, touch, or remove animals)

Marine Wildlife:

• No touching coral or marine life
• Diving/snorkeling operators must brief Travelers on reef protection
• Whale/dolphin watching: Follow national guidelines (distance, approach speed, time limits)

9.3 Proof of Animal Welfare

WeWander May Request:

• Veterinary health certificates for animals used in tours
• Facility inspection reports (if animals are housed)
• Certifications from animal welfare organizations (e.g., Global Federation of Animal Sanctuaries)

Right to Suspend:
If WeWander receives credible report of animal abuse, we reserve right to suspend Activity pending investigation.

10. Food and Beverage Safety

10.1 Food Handling

If Tour Includes Food Preparation or Service:

• Comply with local food safety regulations
• Staff handling food must have food safety training/certification
• Maintain clean kitchen or preparation area
• Proper food storage (refrigeration for perishables, pest control)
• Use safe water sources (bottled or treated water if local supply questionable)

Allergen Management:

• Disclose common allergens in dishes (nuts, gluten, dairy, shellfish, etc.)
• Prevent cross-contamination (separate utensils, clean surfaces)
• Clearly label vegetarian/vegan/gluten-free options

Food Sourcing:

• Purchase from reputable suppliers
• Check expiration dates
• Wash fruits/vegetables thoroughly

10.2 Alcohol Service

Legal Compliance:

• Serve alcohol only where legally permitted
• Verify minimum legal drinking age (Lithuania: 20 years; varies by country)
• Do not serve to visibly intoxicated individuals
• Do not serve to pregnant women (if known)

Responsible Service:

• Limit quantities (wine tasting: 4-6 small pours; beer tour: 3-4 samples)
• Provide food with alcohol (slows absorption)
• Provide water between tastings
• Arrange safe transportation if Travelers are intoxicated (no driving)

Liability:

• Operators may be liable if intoxicated Traveler causes harm
• Consider additional liability insurance for alcohol-focused tours

11. Transportation Safety

11.1 Vehicle Requirements

If Tour Includes Vehicle Transportation:

• Vehicles must be properly licensed, registered, and insured
• Vehicles must pass annual safety inspections (or more frequently per local law)
• Vehicles must have working seatbelts, airbags (if manufactured with them), and safety features

Driver Requirements:

• Valid driver's license for vehicle type (commercial license if required)
• Clean driving record (no DUIs, major violations in past 3 years)
• Adequate rest (no driving while fatigued)
• No alcohol or drugs before or during driving

Capacity Limits:

• Do not exceed vehicle passenger capacity
• Ensure proper child car seats if transporting children (per local law)

11.2 Public Transportation and Walking

Urban Walking Tours:

• Use crosswalks and obey traffic signals
• Keep group together (front and rear guides for large groups)
• Avoid walking in roadways or dangerous areas

Public Transit:

• Provide clear instructions on ticketing, boarding, and schedules
• Assist Travelers unfamiliar with local transit systems
• Warn of pickpocket risks in crowded areas

12. Weather and Natural Hazards

12.1 Weather Monitoring

Pre-Tour Weather Check:

• Check forecast day before and morning of tour
• Cancel or modify tour if severe weather expected (thunderstorms, extreme heat/cold, high winds)
• Notify Travelers of cancellation at least 4 hours before start time (sooner if possible)

During Tour:

• Monitor changing conditions (weather apps, local alerts)
• Have contingency plan (shorten route, seek shelter, abort tour)
• Prioritize safety over completing tour as planned

Weather-Dependent Activities:

• Water activities: Cancel if lightning within 10 miles, high winds, dangerous surf
• Mountain hiking: Descend if storm approaching, fog limits visibility
• Winter sports: Check avalanche risk, ice conditions

12.2 Natural Hazards

Location-Specific Risks:

• Avalanche zones: Check avalanche forecast, carry beacons/probes (high-risk tours)
• Flood-prone areas: Avoid during rainy season or after heavy rain
• Wildlife: Carry bear spray (if in bear country), know snake/spider first aid
• Sun exposure: Provide shade breaks, encourage sunscreen and hydration

Climate Extremes:

• Heat: Provide water, schedule tours for cooler hours, watch for heat exhaustion
• Cold: Ensure participants have adequate clothing, watch for hypothermia/frostbite

13. COVID-19 and Infectious Disease Protocols

13.1 General Health Measures

Operator Should:

• Follow current Lithuanian and EU public health guidelines
• Maintain hand sanitizer and disinfectant wipes
• Sanitize shared equipment between uses
• Encourage sick Travelers to reschedule (flexible cancellation for illness)

If Government Restrictions in Place:

• Comply with capacity limits, mask requirements, distancing rules
• Update Activity listing with current protocols

13.2 Future Pandemics

If new pandemic or health crisis emerges:

• WeWander will issue updated health protocols
• Operators must comply within 7 days or pause listings
• Flexible cancellation policies may be required

14. Insurance Verification

14.1 Proof of Insurance

Operators Must Upload:

• Certificate of Insurance (COI) showing:
  • Public/General Liability coverage (minimums per Main Terms Section 9)
  • Policy period (start and end dates)
  • Activities covered
  • Insurer name and contact

WeWander Verification:

• Insurance reviewed during Account approval
• Annual renewal reminder sent 60 days before expiration
• Activity suspended if insurance expires

Reference: See Main Terms Section 9 for required coverage amounts.

15. Compliance and Audits

15.1 Safety Audits

WeWander May Conduct:

• Random safety audits (equipment checks, facility inspections, risk assessment reviews)
• Post-incident investigations
• "Mystery shopper" safety assessments

Operator Cooperation:

• Provide requested documentation (risk assessments, certifications, inspection logs)
• Allow facility/equipment inspections
• Respond to safety recommendations

15.2 Penalties for Non-Compliance

Minor Violations (e.g., expired first aid supplies, missing documentation):

• Warning and 14-day correction period

Serious Violations (e.g., unqualified guide, unsafe equipment, unreported incident):

• €500-€5,000 fine
• Immediate Activity suspension until corrected
• Mandatory safety review before reactivation

Critical Violations (e.g., gross negligence, willful endangerment, zero-tolerance offenses):

• Immediate Account termination
• Ban from WeWander Platform
• Report to authorities if criminal conduct suspected

16. Continuous Improvement

16.1 Safety Culture

Operators Are Encouraged To:

• Hold regular safety meetings with staff
• Learn from incidents (root cause analysis, corrective actions)
• Stay updated on industry best practices (attend conferences, join associations)
• Seek Traveler feedback on safety aspects

16.2 WeWander Resources

Available to Operators:

• Safety templates (risk assessment, EAP, incident report)
• Training webinars (first aid, emergency response, equipment maintenance)
• Insurance partner referrals
• Safety Q&A via hello@wewander.tours

17. Acknowledgment

By accepting the Main Terms, Operator acknowledges that:

1. Operator has read and understood these Safety and Ethical Standards.
2. Operator will comply with all applicable safety laws, regulations, and industry standards.
3. Operator will prioritize Traveler safety above profit or convenience.
4. Operator will immediately report safety incidents to WeWander.
5. Operator understands that safety violations may result in fines, suspension, Account termination, and legal liability.
6. Operator will maintain required insurance, certifications, and training for all staff.
7. Operator will treat people, animals, and environment with respect and dignity.