Zameera Supplier Help Centre

What is Zameera?

Zameera is a curated marketplace for luxury travel experiences. We connect high intent travellers with vetted operators who meet our quality and service standards.

Who can become a Zameera supplier?

You can apply if you:

• Legally operate tours, activities or services in your destination
• Hold all licences and permits required by local law
• Carry appropriate insurance for your activity where applicable
• Can deliver a consistently high level of service to luxury guests

We work with both established operators and boutique specialists.

What are the benefits of working with Zameera?

• Access to a growing base of affluent travellers
• Marketing, distribution and secure payments handled for you
• A curated environment where you are not competing with low quality listings
• Tools to manage availability, pricing and content in one place

Is there a cost to join?

There is no setup fee. Zameera charges a commission on each completed booking. The commercial terms are set out in your supplier agreement and visible in your supplier dashboard.

Does Zameera operate worldwide?

We focus on key luxury destinations and routes. Availability by country and city evolves over time. If your destination fits our focus, you can apply.

How do I apply to become a supplier?

1. Complete the supplier application form on our website.
2. Provide basic company and contact information.
3. Share links to your existing website or profiles if available.
4. Submit any initial documents requested.

Our team will review your application and contact you with next steps.

What documents will I need to provide?

Requirements vary by country, but typically include:

• Company registration or trade licence
• ID of the authorised representative
• Relevant activity licences or permits
• Insurance certificates where required
• Bank account details for payouts

How long does verification take?

This depends on the completeness of your documents and the complexity of your business. Simple cases can be approved quickly. If we need more information, we will contact you.

Why was my application declined?

Most commonly because:

• The destination is not yet part of our focus
• The product does not fit Zameera's brand or quality standards
• Required licences or documents are missing or incomplete

In some cases we may invite you to reapply later once conditions change.

How do I access the supplier portal?

• Once approved, you receive an invitation email
• Set your password and log in with your email address
• You can then create and manage your listings

I did not receive my invitation or reset email. What should I do?

• Check your spam or junk folder
• Confirm that you used the correct email address
• If still missing, contact supplier support from the email you used to apply

Can my team have their own logins?

Yes. You can add additional users to your supplier account with different access levels, for example operations, finance or content only. Use the "Users" or "Team" section in the portal.

What types of experiences can I list?

You can list:

• Tours, activities and attractions
• Private charters and transfers
• Dining, tasting and culinary experiences
• Wellness, spa and retreat experiences
• Bespoke, tailored experiences designed for luxury travellers

Products must comply with local law and Zameera's content and safety guidelines.

Are there experiences that cannot be listed?

Yes. Zameera does not accept:

• Illegal or non licensed activities
• Experiences that compromise safety or human rights
• Activities involving animal cruelty
• Adult or explicit content
• Products that clearly do not fit a luxury or high quality positioning

We reserve the right to reject or remove any listing that does not align with our standards.

What information is required for each listing?

At minimum:

• Clear, accurate title and summary
• Detailed description and itinerary
• Inclusions and exclusions
• Duration and schedule
• Meeting point and pickup details
• Languages offered
• Private or shared group type
• Age, fitness and other requirements
• Safety and accessibility information
• High quality photos

The more complete the listing, the higher the likelihood of conversion.

How many photos should I upload?

We recommend:

• At least 6 to 10 high resolution photos per experience
• A mix of hero images, atmosphere and detail
• No stock imagery that does not reflect the real product

Photos must be owned by you or used with permission.

Can I list the same experience in several variations?

Yes, you can create variations based on:

• Duration
• Inclusions (for example with or without transfers)
• Group type (private vs shared)
• Time of day

Ensure that each variation is clearly differentiated to avoid confusion.

How do I edit an existing experience?

• Log in to the supplier portal
• Go to "Experiences" or "Products"
• Select the experience you wish to edit
• Update text, photos, pricing or availability
• Save and submit if a review is needed

Some changes may trigger a short review by the Zameera team before going live.

Can I temporarily pause an experience?

Yes. You can:

• Close availability for specific dates, or
• Temporarily deactivate the listing

Use the availability and status controls in your portal. Deactivated products will not appear to travellers.

Who sets the prices?

You set your own retail prices. Zameera applies its commission to each confirmed booking. You remain responsible for pricing decisions and for complying with local pricing regulations and tax laws.

Do I need to include taxes in my prices?

Yes, all mandatory local taxes and fees that must be collected in advance should be included in your price to avoid surprises for guests. Any on site optional extras must be clearly described in the "Not included" section.

Can I offer different prices by season or day?

Yes. You can manage seasonal pricing, weekday versus weekend pricing or special event pricing through your calendar or rate settings.

How do I manage availability?

In your portal you can:

• Open or close specific dates and times
• Set maximum capacity per departure
• Define minimum and maximum group sizes
• Set booking cut off times, for example no bookings within 24 hours of start

Keep your availability accurate to avoid cancellations and poor guest experience.

What is instant confirmation versus on request?

• Instant confirmation: Bookings are confirmed immediately once paid. This is preferred by guests and can improve performance.
• On request: You confirm or decline each booking manually within a defined time window. If you do not respond, the booking may be cancelled automatically.

Your booking mode options will be defined during onboarding.

Can I set minimum notice for bookings?

Yes. You can choose how far in advance guests must book, such as 24, 48 or 72 hours. For last minute availability we recommend shorter cut offs where operationally possible.

Can I set different prices for adults, children and infants?

Yes, if enabled for your account. You can specify age ranges and prices for each category. Make sure age limits are consistent with safety and local regulations.

Who decides the cancellation and refund policy?

You set your own cancellation and change policy within Zameera's guidelines. The policy is shown to guests before they pay and displayed in their confirmation.

What types of policies can I choose?

Typical options include:

• Free cancellation until a certain time before start, then non refundable
• Partially refundable tiers, for example 50 percent refund until a deadline
• Strict non refundable policies for certain products

We encourage fair policies that balance your operational needs with guest expectations.

How do I change my cancellation policy?

• Go to the experience settings in your portal
• Select the policy you want to apply
• Save the change

Changes apply only to new bookings. Existing bookings keep the policy in place at the time of purchase.

What happens if I need to cancel a booking?

If you must cancel:

• Use the portal to mark the booking as cancelled and state the reason
• Inform the guest as early as possible
• Where possible, propose alternative dates or alternatives of equal or higher quality

Frequent or last minute supplier cancellations can reduce your ranking and may lead to additional measures.

How should I handle weather and safety issues?

Safety comes first. If conditions are unsafe:

• Cancel or adjust the experience as required
• Offer a reschedule where possible
• If operating is not possible, treat it as a supplier cancellation and follow the refund process

Be transparent with guests and communicate early.

Can I charge guests directly for extras or damages?

You may collect payment on site for extras clearly stated as "Not included" and optional. For damages or additional charges, you must comply with local law and your own terms. Zameera does not handle private side agreements made outside its platform.

How do I manage guest change requests?

Guests may contact you or Zameera to:

• Change date or time
• Adjust guest numbers
• Add services such as transfers

Follow the process in your portal to accept or decline changes. Some changes may be treated as a cancellation and new booking depending on your policy.

How should I handle no shows and late arrivals?

Define your rules clearly in the listing. For example:

• No refund if the guest does not show or arrives after departure time
• Limited flexibility within a small delay window at your discretion

You should mark no shows correctly in the system so performance statistics remain accurate.

Who collects payment from the guest?

Zameera acts as merchant of record and collects payment from the guest through a secure payment provider.

How and when do I get paid?

• After the guest's experience has taken place, and
• Once any relevant cancellation period has passed

The exact payout schedule and rules are defined in your supplier agreement and visible in your portal, for example weekly or twice monthly batches.

How will payouts be made?

Payouts are made to the bank account or payout method you have registered and verified. You can update payout details in your account, subject to security checks.

What information is shown in my payout reports?

Typically:

• Booking references and guest names
• Experience names and dates
• Gross booking values
• Zameera commission and any adjustments
• Net amounts paid out
• Payout date and method

You can export these reports for your accounting.

Who is responsible for taxes and VAT?

You are responsible for assessing and paying any taxes due in your jurisdiction on the income you receive. Zameera does not provide tax advice. If we are legally required to withhold or report taxes, this will be stated in your agreement.

Can I receive payouts in different currencies?

Available payout currencies depend on your country and our payment provider. Options are shown during onboarding. Choose the payout currency that best matches your banking setup.

How do reviews work?

• Only guests who booked through Zameera can review
• After the experience, they receive an invitation to rate and comment
• Reviews appear on your experience page and affect performance

Can I respond to reviews?

Yes. You can post public responses to reviews in your portal. Use responses to thank guests, clarify context or address concerns professionally.

Can I ask Zameera to remove a review?

We may consider removal in limited cases, for example:

• Hate speech or offensive content
• Clearly irrelevant text
• Personal data published without consent

We do not remove reviews simply because they are negative. Instead, respond constructively.

How does ranking on Zameera work in general terms?

While the full logic is proprietary, the following typically matter:

• Conversion rate and booking volume
• Review scores and recency of reviews
• Cancellation and no show rates
• Content quality and completeness
• Response time to messages and requests

Strong performance in these areas usually leads to better visibility.

How can I improve my performance?

• Keep your availability accurate to avoid cancellations
• Use clear, attractive descriptions and high quality photos
• Communicate promptly with guests
• Deliver consistently excellent experiences
• Encourage satisfied guests to leave honest reviews

How do I contact guests before the experience?

Use the messaging tools linked to each booking in your portal to:

• Confirm pickup details and meeting points
• Share any updates or requirements
• Ask for missing information

Avoid moving the conversation to private channels where communication cannot be tracked.

What information should I send before arrival?

At minimum:

• Exact meeting point and time
• Contact details for the day of the experience
• Clear instructions on what to bring and wear
• Any last minute updates about weather or logistics

Clear communication reduces no shows and improves reviews.

Can I collect guests from their hotel or villa?

If your experience includes pickup, state the pickup area clearly and any limits. If pickup is available as an extra, describe the price and conditions and agree the details with the guest in writing.

What if the guest violates rules or behaves unsafely?

You may stop the experience or refuse service if a guest:

• Poses a safety risk to themselves or others
• Ignites or escalates abusive behaviour
• Violates local law

Document the situation and inform Zameera support as soon as possible with full details.

Can I connect my existing reservation system or channel manager?

If you use a booking system that supports integrations, contact supplier support with details. We will advise you on current integration options and next steps.

What if I manage availability manually?

You can still work with Zameera by updating your calendar directly in the supplier portal. It is important to keep inventory accurate to avoid overbooking.

How do I contact Zameera about supplier issues?

Use the supplier support contact provided during onboarding. When you reach out, include:

• Your company name
• Your supplier ID if available
• Relevant booking references
• A clear description of your question or issue

This helps us respond faster.

What topics should go to Zameera rather than the guest?

Contact us for:

• Payout and financial questions
• Technical issues with the portal
• Suspected fraud or security concerns
• Disputes you cannot resolve directly with the guest

What are your support hours and response times?

Support hours and contact channels are shown in the supplier portal. We prioritise time sensitive issues affecting same day or imminent bookings.