Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) outlines the minimum service standards expected of Vendors (bus operators, accommodation providers, and leisure providers) listing their services on the ZimTripper platform. The goal is to guarantee reliable, safe, and high-quality services for all customers.

1. Purpose

This SLA defines service performance standards, responsibilities, and quality benchmarks to ensure customer satisfaction and platform trust.

2. Scope

This SLA applies to all Vendors on the ZimTripper platform, including:

• Transport providers (bus operators, shuttle services, etc.)
• Accommodation providers (hotels, lodges, guesthouses, apartments)
• Leisure & experience providers (tour operators, entertainment venues, attractions, events)

3. General Service Standards

All Vendors must:

• Provide accurate and updated information on availability, pricing, schedules, and policies.
• Maintain clear communication with ZimTripper and customers.
• Deliver services in accordance with local laws, safety standards, and ethical practices.
• Respond to ZimTripper or customer inquiries within 24 hours.

4. Transport Providers (Buses/Shuttles)

• Punctuality: 90% of services must depart and arrive within 15 minutes of the scheduled time.
• Safety: Vehicles must comply with national safety regulations and undergo regular inspections.
• Customer Care: Drivers and staff must treat passengers with respect and professionalism.
• Contingency Plans: In case of breakdowns, Vendors must provide an alternative vehicle within 2 hours.

5. Accommodation Providers

• Cleanliness: Rooms must be cleaned daily, with fresh linen and essentials.
• Accuracy: Listings (room type, amenities, pricing, photos) must match actual conditions.
• Check-In/Out: Guests must be able to check in at the confirmed time and receive assistance.
• Minimum Standards: Wi-Fi, clean bathrooms, and reliable water and electricity (where possible).

6. Leisure & Experience Providers

• Timeliness: Tours and events must start at the advertised time.
• Safety: Equipment and activities must meet safety standards, with guides where necessary.
• Availability: Tickets or slots advertised as available must be honored.
• Customer Care: Staff must be welcoming and attentive to customer needs.

7. ZimTripper Responsibilities

• Provide Vendors with access to a secure online platform for managing listings.
• Process customer bookings and payments reliably.
• Offer first-level support for booking issues.
• Promote Vendors’ services through ZimTripper’s marketing channels.

8. Monitoring & Reporting

• ZimTripper will track performance through customer reviews, complaints, and booking data.
• Vendors falling below a 4/5-star average rating may face penalties, suspension, or delisting.

9. Escalation & Dispute Resolution

• Customers must first raise issues directly with the Vendor.
• If unresolved, ZimTripper will mediate within 7 business days.
• Serious breaches (fraud, unsafe practices) may result in immediate suspension.

10. Penalties for Non-Compliance

Failure to meet SLA standards may result in:

• Warning notices
• Temporary suspension of listings
• Withholding of payments until disputes are resolved
• Permanent removal from the platform for repeated violations

11. Review & Updates

This SLA will be reviewed annually and may be updated to reflect changes in industry standards and evolving customer needs.

12. Contact for SLA Issues

• 📧 joystuckevents@gmail.com
• 📞 +263 735 474 284