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Tour Operator Performance Standards

Effective Date: 1 January 2026 · Version 1.0

Vyete monitors Tour Operator performance against a set of metrics to protect Customer experience, platform integrity, and the reputation of Kenya's tourism sector. This document explains the metrics, thresholds, and enforcement steps that apply to all Tour Operators registered on the Vyete Platform.

1. Performance Metrics

| Metric | Warning Threshold | Suspension Review Threshold | |---|---|---| | Operator-initiated cancellation rate | > 5% of confirmed bookings | > 10% of confirmed bookings | | Average Customer rating (90-day rolling) | < 3.0 / 5.0 (min 5 reviews) | < 2.5 / 5.0 | | Substantiated Customer complaints | > 3 per calendar month | Reviewed case by case | | Booking confirmation response time | Average > 1 hour | Average > 2 hours | | Listing accuracy violations | 2 substantiated complaints | Ongoing violations |

2. Monitoring Period

Performance metrics are calculated on a rolling 90-day window unless otherwise specified. Short-window anomalies (e.g., a single cancellation in a low-volume month) are reviewed contextually. Systemic patterns across multiple months carry greater weight.

3. Enforcement Steps

Enforcement is applied progressively depending on the nature and severity of the issue:

Step 1 — Written Warning

Issued for first or minor breaches. Includes a description of the issue, the metric breached, and an improvement period (typically 30 days). No public impact on the listing.

Step 2 — Listing Suppression

Applied for persistent or moderate breaches after a warning period. The affected listing(s) are not visible in search results but remain accessible via direct link. The suppression is removed when metrics improve above the threshold for a sustained period (30 days).

Step 3 — Account Suspension

Applied for safety violations, fraud, substantiated serious complaints, or persistent failure to improve after suppression. The Tour Operator's account and all listings are suspended pending investigation. A formal suspension notice is issued with an opportunity to respond.

Step 4 — Permanent Delisting

Applied for severe violations (safety incident causing injury without regulatory reporting, systematic fraud, repeat serious breaches). The Tour Operator is permanently removed from the Platform and the matter is referred to the Tourism Regulatory Authority or other applicable body.

4. Operator-Initiated Cancellation Policy

4.1 Rate Calculation

The cancellation rate is calculated as the number of operator-initiated cancellations divided by total confirmed bookings in the rolling 90-day window. Cancellations attributable to documented force majeure events are excluded from the count.

4.2 Penalties for Improper Cancellations

Cancellations made for reasons not permitted under the Booking & Cancellation Policy (i.e., operational convenience) attract the following in addition to the performance strike:

  • Full refund to the Customer (automatically processed).
  • KES 200 Vyete courtesy credit per adult participant charged to the Tour Operator's account.
  • Recorded against the cancellation rate metric.

5. Rating Recovery

A Tour Operator whose listing is suppressed due to rating performance may apply for review after demonstrating:

  • A minimum of 10 new verified reviews averaging above the threshold.
  • Evidence of operational changes addressing the root cause of negative ratings.

Reviews from the suppression period are included in the calculation. Vyete will respond to a recovery application within 10 business days.

6. Appeals

Tour Operators may appeal any enforcement action by emailing [email protected] within 14 days of receiving the enforcement notice. Appeals must include the Tour Operator ID, a description of the dispute, and any supporting evidence. Vyete will respond within 10 business days. Appeal decisions are final within the Platform.