Service & Fulfillment Policy | Sapphire Journeys

1. Nature of Services Provided

Sapphire Journeys operates high-touch bespoke travel curation, small-group expeditions, hotel reservations, aviation ticketing, and private concierge services. As our core offerings are experiential travel products, service fulfillment consists of digital vouchers, airline PNR records, physical welcome parcels (where applicable), and on-ground operational execution.

2. Digital Document Delivery Timelines (SLAs)

All digital travel assets are issued automatically to your registered email address, mobile WhatsApp feed, and synchronized into your encrypted Document Vault within the following timelines:

Asset Type	Delivery SLA	Delivery Channel	Security Verification
Booking Confirmation Reference	Instant (under 60 seconds)	Email, SMS, App Dashboard	Cryptographic Reference (SJ-2026-XXXX)
Aviation E-Ticket & PNR	Within 2 hours of payment	WhatsApp & PDF Download	Live Airline GDS Confirmation
Digital Hotel Check-in Vouchers	72 hours prior to arrival	Encrypted App Vault	Verified Supplier QR Code
Master Day-Wise Dossier & Captain Contacts	7 days prior to departure	Email & Mobile App Offline Sync	Private Expedition Brief

3. Physical Expedition Welcome Kits (Courier Dispatch)

For multi-day flagship expeditions and Club Sapphire Diamond & Gold members, Sapphire Journeys provides physical traveler welcome kits (including embossed leather luggage tags, weatherproof trail maps, and emergency medical cards):

Dispatch Window: Shipped 14 to 21 days prior to your scheduled departure date.
Logistics Partners: BlueDart Apex, DHL Express, or Delhivery with door-to-door OTP authentication.
Tracking: Live air waybill numbers are displayed under Account → Travel Vault.
Rush Delivery: For bookings confirmed under 10 days before departure, physical materials are hand-delivered upon airport arrival by your lead concierge.

4. On-Ground Concierge & Chauffeur Handover

The execution phase of your journey commences upon arrival at the designated hub airport or railway terminal:

Airport Meet & Greet: Your designated private chauffeur will await your party outside the arrivals gate with a digital Sapphire Journeys welcome tablet.
Live Journey Radar: Chauffeur name, contact number, vehicle registration number, and live GPS positioning are activated inside the Sapphire mobile app 4 hours prior to touchdown.
Trip Captain Handover: Your dedicated native guide and expedition leader will conduct a comprehensive route, safety, and acclimatization briefing on Day 1.

5. Service Escalations & Concierge Guarantee

In the unlikely event of flight re-routings, adverse mountain weather, or hotel room category mismatches, our 24/7 Central Operations Command maintains strict resolution SLAs:

Urgent Message Response: Under 5 minutes via WhatsApp priority link.
Flight Rebooking Assistance: Immediate alternative flight ticketing with zero markup fees.
24/7 Helpline: Dedicated direct line at +91 74394 27729.

1. Nature of Services Provided

2. Digital Document Delivery Timelines (SLAs)

All digital travel assets are issued automatically to your registered email address, mobile WhatsApp feed, and synchronized into your encrypted Document Vault within the following timelines:

Asset Type	Delivery SLA	Delivery Channel	Security Verification
Booking Confirmation Reference	Instant (under 60 seconds)	Email, SMS, App Dashboard	Cryptographic Reference (SJ-2026-XXXX)
Aviation E-Ticket & PNR	Within 2 hours of payment	WhatsApp & PDF Download	Live Airline GDS Confirmation
Digital Hotel Check-in Vouchers	72 hours prior to arrival	Encrypted App Vault	Verified Supplier QR Code
Master Day-Wise Dossier & Captain Contacts	7 days prior to departure	Email & Mobile App Offline Sync	Private Expedition Brief

3. Physical Expedition Welcome Kits (Courier Dispatch)

Dispatch Window: Shipped 14 to 21 days prior to your scheduled departure date.

Logistics Partners: BlueDart Apex, DHL Express, or Delhivery with door-to-door OTP authentication.

Tracking: Live air waybill numbers are displayed under Account → Travel Vault.

Rush Delivery: For bookings confirmed under 10 days before departure, physical materials are hand-delivered upon airport arrival by your lead concierge.

4. On-Ground Concierge & Chauffeur Handover

The execution phase of your journey commences upon arrival at the designated hub airport or railway terminal:

Airport Meet & Greet: Your designated private chauffeur will await your party outside the arrivals gate with a digital Sapphire Journeys welcome tablet.

Live Journey Radar: Chauffeur name, contact number, vehicle registration number, and live GPS positioning are activated inside the Sapphire mobile app 4 hours prior to touchdown.

Trip Captain Handover: Your dedicated native guide and expedition leader will conduct a comprehensive route, safety, and acclimatization briefing on Day 1.

5. Service Escalations & Concierge Guarantee

In the unlikely event of flight re-routings, adverse mountain weather, or hotel room category mismatches, our 24/7 Central Operations Command maintains strict resolution SLAs:

Urgent Message Response: Under 5 minutes via WhatsApp priority link.

Flight Rebooking Assistance: Immediate alternative flight ticketing with zero markup fees.

24/7 Helpline: Dedicated direct line at +91 74394 27729.